Howard Community College

Business Training Course Offerings

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About this Course Guide This guide provides information about the types of courses Howard Community College’s Business Training

Center (BTC) can design, develop and deliver to your employees. We provide a broad spectrum of courses for the

professional development of your employees.

In this guide you will find typical course descriptions for a variety of topics. You will also find suggested course

objectives and a suggested timeframe for meeting the course objectives. All of our courses can be customized,

however, to your organization’s specific performance improvement needs.

Customized Training Solutions A customized course means a better learning experience for your employees. The courses listed in this guide can all

be customized. If you do not see what you’re looking for, please call – we’ll create the course for you.

In customizing our instructor-led training, we follow the Instructional Systems Design (ISD) model because it

ensures the highest quality analysis, design, development, and delivery methods for our courses. Using the ISD

model ensures instructional integrity and effectiveness of the training.

Using the ISD model, we will work with you to build a customized program that encompasses the dynamics of your

organization and ensures that the specifics of both course content and scheduling are designed to meet your specific

needs and objectives.

All our courses are interactive, incorporating adult learning principles and are robust with practical activities –

training that is directly and immediately applicable to the participant’s workplace. We will even incorporate your

company-relevant examples into the scenarios, role plays and case studies.

You will find that our training and customization process is affordable, convenient and designed specifically to

meet your unique requirements.

Trainers

All BTC trainers are selected for their subject matter expertise and their ability to

share their practical knowledge in the classroom. Many have advanced degrees as

well as prestigious local, regional and national business experience. BTC trainers

provide their course participants with information that has practical, real-world

applications. As a result, these individuals consistently receive top marks from

participants for their preparation, knowledge, and teaching ability.

Video Teleconference Experience Our trainers are experienced at delivering courses using distance learning methods. Via video teleconferencing

technology, they have conducted courses for participants all over the globe, from training facilities here in

Maryland. Frequently, the trainers have several remote sites at a time and often have a live class of participants at

the same time.

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GSA Schedule Howard Community College has a GSA schedule contract with the General Services Administration Federal

Supply Service allowing us to offer price discounts to federal government agencies. Our contract number is GS-

02F-0216S. You can find us on GSA Advantage at www.gsaadvantage.gov.

Business Training Center Howard Community College has been providing services to Maryland businesses

and government for more than twenty-five years through its Division of Continuing

Education and Workforce Development. The Division of Continuing Education

established the Business Training Center (BTC) to provide comprehensive high

quality workforce training for businesses and organizations, enabling employers to

gain and retain the competitive edge they need to succeed in today's competitive

world.

The BTC’s custom-designed services and facilities are available to meet the needs

of your organization and have become prototypes for training centers throughout

the area. The BTC is fully operational, providing courses for participants during the day, in the evening, and on

weekends to better serve the target population of working participants. Our trainers can provide training at your

site or you can use our state-of-the-art training facilities at Howard Community College’s Charles I. Ecker Business

Training Center at 6751 Columbia Gateway Drive, Columbia, MD 21046.

Quality Guarantee

The Business Training Center guarantees your satisfaction with our training. If our training is deemed less than

satisfactory, the BTC will offer the course again free of charge with another trainer, or will refund you the full cost

of the course.

Certificate of Completion

Each training participant receives a Continuing Education Certificate upon completion of any course. The

certificate designates the length of time spent in a course by awarding the participants with 1 Continuing Education

Unit for every 10 hours of classroom time. There is no additional cost for the Certificates of Completion.

Contact Please call Sharrie Hornak at 443-518-4459 or email her at shornak@howardcc.edu to start the process of creating

learning experiences for your employees to build their skills and knowledge, enhance your organizational

knowledge base, and ultimately help your organization achieve its strategic business goals.

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COURSE OFFERINGS BY CATEGORY

Business Communication Human Resources Business Grammar Interviewing for Best Results

Business Spanish Interviewing Skills for Applicants

Business Writing Maintaining a Respectful Workplace

Communicating and Listening

Effective Communication Managing Human Resources

Communicating Supportively Sexual Harassment and Gender

Communication

Effective Presentation Skills Guide to Workplace Harassment

Technical Writing Workplace Privacy in the Electronic Age

Business Processes Leadership Creativity and Innovation Appraising Performance

Decision Making Coaching and Feedback

Decision Making and Problem Solving Effective Leadership Styles

Effective Communication Emotional Intelligence

Email and Telephone Etiquette Giving Recognition

Entire PMP Series Leadership Dynamics

Managing Multiple Priorities Leadership Skills for Non-Supervisors

Mastering Meetings Leading Performance Conversations

Negotiating Skills Successful Team Leadership

Organizational Skills The Performance Management

Project Management Process

Strategic Thinking Your Personal Leadership Profile

Time Management

Organizational Development

Conflict Challenges of a Changing Organization

Dealing with Difficult People Myers-Briggs Type Indicator® (MBTI)

Managing Conflict for Organizations

Mediation Skills for Managers Organizational Savvy

Understanding Conflict in the Workplace

Personal Development

Culture/Diversity/Respect Assertiveness Training

Business Ethics Professionalism: Passport to Success

Communicating Across Cultures Speaking with Confidence

Ethics and Diversity in the Workplace Stress Management

Using the FAIR Approach

Valuing Workplace Diversity Supervisory Skills Best Practices in Supervision

Counseling Skills for Supervisors

Customer Service Customer Relations for Supervisors

Communicating Effectively with Customers Delegation Skills

Customer Service Developing Supervisory Skills

Customer Service and Communications Making the Transition from Peer to

Supervisory

Teams Effective Team Building

Group Facilitation

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BUSINESS COMMUNICATIONS

Business Grammar

Description This course covers sound grammar rules, sentence composition, spelling, and the use of

numbers in sentences relevant to business communications.

Topics

6-8 hr. Class

1. Application of English grammar rules to business documents;

2. Proper use of capitalization and punctuation;

3. Proper use of nouns, pronouns, and verb tenses;

4. Correct forms of frequently misused or confusing words;

5. How to identify grammatical errors when proofreading one's own work and the work of

others.

Business Spanish

Description This course helps participants communicate with Spanish speakers in a working

environment. Participants learn business Spanish vocabulary and expressions with a focus

on communication and not on grammatical structures.

Topics

6-8 hr. Class

1. Spanish alphabet;

2. Numbers from 1 - 100;

3. Spanish calendar;

4. Multicultural differences;

5. Telling time in Spanish.

Business Writing

Description This course focuses on the skills needed to produce effective business documents. The

participants are given guidelines for composing basic business documents such as letters,

memoranda, and standardized reports. This course covers the fundamental elements of

business writing including essentials of grammar usage, common business writing errors,

and proofreading.

Topics

6-8 hr. Class

1. Stages of writing from concept to final presentation;

2. Organization of facts, information and ideas in preparation for writing;

3. How to write effectively with proper sentence structure and powerful word usage;

4. How to write a well-defined topic sentence and paragraph;

5. Use of conventional grammar and punctuation in a document;

6. Consistent use of verbs in a document;

7. Identification of commonly misspelled words;

8. Successful editing and proofreading of business correspondence.

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Business Writing (continued)

Additional Topics

12-16 hr. Class

9. How to analyze an audience and write to its level of understanding;

10. Appropriate language, style, and tone for documents;

11. Use of clear and concise words and phrases to convey intended meaning;

12. Avoiding sexist language, cliches, redundancy and useless words or phrases;

13. The most troublesome words in our language;

14. Jargon and the need to translate it into everyday language.

Communicating and Listening

Description This course is designed to provide the fundamental principles of verbal and non-verbal

communication, and tools and skills for communicating clearly with employees.

Topics 6-8 hr. Class

1. Elements of the two-way process of communication;

2. Principles of verbal and non-verbal communication;

3. Communication styles that demonstrate effective management of both content and feeling

in messages;

4. How perception, assumptions, and intentions are integral to communications;

5. Impact of aggressive, submissive, and assertive communication and behavior in the

workplace;

6. Active listening skills to create effective responses;

7. Strategies for handling a discussion that has reached an impasse.

Communicating Supportively

Description This course is designed to help managers and supervisors communicate accurately and

honestly using the principles of supportive communication.

Topics 6-8 hr. Class

1. Difference between coaching situations and counseling situations;

2. Problem-oriented statements versus person-oriented statements; descriptive versus

evaluative statements; specific statements verses global statements;

3. Use of validating statements;

4. Supportive listening;

5. Conjunctive statements.

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Effective Communication

Description This course covers the fundamental principles of verbal and non-verbal communication,

ways to overcome barriers to communication, and communication tools needed to become

more effective speakers and listeners in today's competitive workplace.

Topics

3-4 hr. Class

1. The flow of communication;

2. Barriers to communication;

3. Characteristics of a good listener and listening roadblocks;

4. Impact of conflict on communication.

Additional

Topics 6-8 hr. Class

5. Avoiding ambiguous communication;

6. Active listening skills to create effective responses;

7. Aggressive, submissive, and assertive language and behavior and their effect in the

workplace;

8. How to identify and interpret non-verbal communication with reliability;

9. Ways to overcome communication barriers.

Effective Presentation Skills

Description This course teaches the participants skills that will help them deliver presentations to groups

of any size in an effective, professinal manner.

Topics 3-4 hr. Class

1. Types of presentations and their applications;

2. Steps for creating an effective presentation;

3. Proper body positioning and ways to stand and move during a presentation;

4. Visuals to support and enhance a presentation;

Additional Topics

6-8 hr. Class

5. How to effectively ask and answer questions;

6. Use of appropriate language and verbal skills while delivering the message;

7. Techniques to increase an audience's retention;

8. Techniques for managing speaker anxiety and stress.

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Technical Writing

Description This course helps the participants write about technical subject matter in a clear, concise,

understandable way that is appropriate for a specific audience.

Topics 12-16 hr. Class

1. Types of technical writing;

2. The most appropriate style for the audience and purpose of the document;

3. How to write and revise a document for sound paragraph structure, clarity, conciseness,

consistency and readability;

4. Appropriate and effective use of graphs, charts, and tables;

5. Ways to emphasize text in a document;

6. Correct grammatical and spelling errors in documents or worksheets;

7. The stages of writing from concept to final presentation;

8. How to proofread a document for final-document quality.

BUSINESS PROCESSES

Creativity and Innovation

Description This course covers techniques for enhancing creativity for value-added workplace

effectiveness. Participants will experience creativity calisthenics and be challenged to think

innovatively in the workplace.

Topics

6-8 hr. Class

1. The nature of creativity and how it can be alive in everyone;

2. Ways to create a fertile environment for creative thought;

3. Awakening / enhancing the creative spirit;

4. Ways to develop thought processes that challenge traditional thinking and engage the

“whole brain”;

5. Ways to stimulate thought – both individually and collaboratively;

6. Personal strategies to “break the thought barrier” and become a more creative whole

person;

7. Ways to evaluate risk against potential benefits of pursuing a creative idea to innovation;

8. The value of innovation and how it can be useful to an organization achieving its vision.

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Decision Making

Description This course helps participants to hone decisiveness and achieve results by suggesting ways

to assess the real source of a problem, anticipate and plan for potential problems resulting

from their decisions, and to follow up on a decision.

Topics

3-4 hr. Class

1.Traits of a decisive manager;

2. Personal decision making style;

3. Ways to identify the causes of bad decisions;

4. Ways to diagnose situations and problems in depth;

5. How to implement a practical, easy-to-use decision making model.

Decision Making and Problem Solving

Description This course helps to build knowledge and skills in decision making and problem solving in

the workplace. Participants will identify their decision making styles and pitfalls and will be

presented with decision making and problem solving models and tools.

Topics

6-8 hr. Class

1. Common decision making pitfalls;

2. Steps for making better decisions;

3. How to use the decision making process to address challenges;

4. Steps for effective problem solving;

5. Reasons why problem solving fails;

6. Problem solving tools;

7. How to use the problem solving process to address challenges.

Email and Telephone Etiquette

Description This course provides a practical guide to the basics of making good telephone and email

skills a standard throughout organizations. In this course the participants explore the

challenges and benefits of using the telephone and email to successfully communicate while

maintaining a professional image at work.

Topics

3-4 hr. Class

1. Elements of effective email communications;

2. Information that is not appropriate for email;

3. Tips for using email effectively and efficiently;

4. Courteous telephone behavior;

5. Ways to handle telephone conversation problems;

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Email and Telephone Etiquette (continued)

Additional Topics

6-8 hr. Class

6. Differences between email and other forms of communication;

7. Standards for office email;

8. What to avoid in telephoning;

9. Strategies for staying calm with difficult callers.

Entire PMP Series

Description This course provides comprehensive preparation for the Project Management Professional

(PMP) exam. Topics include managing the project's scope, time, team, risk, budget,

contract, and quality.

Topics

42 hr. Class

1. Project scope and the four phases of the project life cycle;

2. Project charters;

3. Scope reports;

4. The "critical path" method;

5. The Program Evaluation Review Technique (PERT);

6. Network diagrams and Gantt charts;

7. The Work Breakdown Structure (WBS);

8. How to manage, motivate, and solve problems with a team;

9. Identifying and managing risk by developing a risk management plan;

10. Estimating costs and using cost control strategies;

11. Earned value analysis;

12. Cost budgeting;

13. The procurement cycle and solicitation planning;

14. Quality management tools for evaluating project quality.

Managing Multiple Priorities

Description This course is designed to help each participant discover his or her personal strengths and

challenges when it comes to using time effectively to manage the multiple priorities that are

found in work and personal life. Participants are introduced to various theories around

prioritizing based on importance instead of urgency.

Topics

3-4 hr. Class

1. The nature of time and how it is used to accomplish priorities;

2. Personal strengths and challenges in the use of time to manage priorities;

3. Ways personal strengths are being used and impacted by challenges during the workday;

4. Personal strategies to better identify priorities and focus the use of time toward

accomplishing them;

5. Tools to help focus on priorities and accomplish them more consistently in a timely

fashion;

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Managing Multiple Priorities (continued)

Additional Topics

6-8 hr. Class

6. Individual priorities as the basis for communicating clearly with others about what must

be done to meet important goals;

7. Ways to handle interruptions and request help in ways that build or maintain good

working relationships;

8. Ways to clarify expectations for tasks one needs to perform;

9. Ways to handle competing priorities;

10. How to effectively delegate tasks.

Mastering Meetings

Description This course helps the participants to maximize the benefits of meetings they lead and attend

while minimizing the costs. Participants learn to effectively plan, organize, and direct

meetings so meetings are a powerful business tool and not a time waster.

Topics

3-4 hr. Class

1. Key steps to mastering meetings;

2. Planning a focused meeting;

3. Starting a meeting by reviewing the purpose, desired outcome(s), ground rules and

agenda;

4. Facilitation techniques to determine a wide range of views on discussion topics;

5. Keeping the discussion on track while managing an appropriate pace;

6. Specific techniques to help manage meetings.

Negotiating Skills

Description This course covers the principles of the negotiation process and helps the participant to

apply those principles in developing one's own successful negotiation behaviors and

practices.

Topics

6-8 hr. Class

1. Key competencies for successful negotiation;

2. A negotiator's "traffic signals" during a negotiation;

3. Ways to prepare for a negotiation;

4. Different negotiation styles;

5. Ways to establish an effective bargaining zone;

6. Ways to manage the negotiation process environment.

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Organizational Skills

Description This course is designed to provide simple ideas for managing a workspace. Space

management, paper management, and time management are also covered.

Topics 6-8 hr. Class

1. Difference between "Urgent" and "Important" priorities;

2. Ways to eliminate time wasters;

3. Ways to use the "Arc Zones" when setting up one's desk;

4. The steps in setting up a filing system;

5. Filing rules for the office;

6. "Tickler" files;

7. Ways to efficiently manage mail, email and files on the computer;

8. Efficient handling of incoming and outgoing phone calls;

9. Effective use of one's personal appointment calendar.

Project Management

Description This course is designed to help the participant effectively and efficiently manage quality

projects within the constraints of time, money and resources.

Topics 6-8 hr. Class

1. Characteristics of successful project implementation;

2. Things to consider when estimating time;

3. The advantage of using a Work Breakdown Structure;

4. The Critical Path Method of managing projects;

5. Ways to use delegation when managing projects;

6. How to create a Gantt Chart.

Strategic Thinking

Description This course helps participants think strategically by providing methods for gathering,

categorizing, and evaluating information, by teaching ways to look ahead and anticipate the

consequences of alternative decisions and by explaining how to take actions that optimize

the chance of achieving goals.

Topics

6-8 hr. Class

1. The benefit of using process models in systematic thinking;

2. Reasons why systems models are often more helpful than process models for

understanding complex situations;

3. Elements of organization systems;

4. Different types of corporate values;

5. "Ladder of inference";

6. Steps of decision making;

7. Guidelines for consensus decision making;

8. "Benchmarking";

9. Explanation of the acronym SMART.

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Time Management

Description This course is designed to enhance and improve individual skills in managing one's time

and improving productivity and effectiveness. Setting goals, setting priorities, scheduling,

and managing travel time will also be discussed.

Topics

6-8 hr. Class

1. Common causes of problems in time management;

2. Personal and career goals to achieve balance in life;

3. A variety of time management tools;

4. The concept of delegation;

5. Strategies to improve planning;

6. Systematic procedures for handling paperwork;

7. Tickler systems to keep track of details;

8. Methods for handling interruptions;

9. Basic causes of procrastination.

CONFLICT

Dealing with Difficult People

Description This course offers to the participants an understanding of what drives people to be difficult,

and strategies for coping with them. This course also covers communication skills that lead

to the effective resolution of differences.

Topics

3-4 hr. Class

1. Behaviors of "difficult people";

2. Motivation behind the behaviors of difficult people;

3. Strategies for coping with difficult people;

4. Ways to manage oneself when dealing with difficult people;

5. Strategies for dealing with angry people.

Managing Conflict

Description This course provides participants with an understanding of their own strengths, weaknesses

and beliefs around conflict resolution and the techniques to effectively resolve conflict and

maintain relationships.

Topics

3-4 hr. Class

1. Strategies for dealing with conflict;

2. Stages of conflict escalation;

3. Techniques for surfacing conflict;

4. The difference between position vs. interest in a conflict;

5. Techniques to collaborate to resolve conflict;

6. How to deal with the emotions that surface during a conflict;

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Managing Conflict (continued)

Additional Topics

6-8 hr. Class

7. A manager's responsibilities in surfacing conflict;

8. Techniques for resolving a conflict between two people;

9. How to establish norms for team conflict;

10. Techniques to test for consensus.

Mediation Skills for Managers

Description This course covers mediation techniques for managers to use when helping employees

resolve interpersonal conflict. Active listening, conflict style profiles, and constructive

versus destructive conflict are also covered.

Topics

6-8 hr. Class

1. Sources of conflict and difficulties in the workplace;

2. Why active listening is an alternative to anger;

3. Ways to calm the out-of-control person;

4. Identifying one's own conflict style;

5. Distinction between constructive conflict and destructive conflict;

6. The process of mediation to manage conflict and difficult situations.

Understanding Conflict in the Workplace

Description This course focuses on conflict as a vehicle for the growth and improvement of work

relationships. Topics include defining and assessing the real source of problems, developing

creative and effective solutions, and following up on decisions.

Topics

3-4 hr. Class

1. Ways to recognize conflict in the workplace and locate its origins;

2. One's own preferred style of dealing with conflict;

3. Strategies for defusing and resolving different types of conflict in the workplace;

4. Ways to use the energy of conflict to strengthen the organization;

5. Strategies for reducing the potential for problem escalation.

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CULTURE/DIVERSITY/RESPECT

Business Ethics

Description This course provides a framework and guidelines to help deal with ethical issues in the

workplace. The course will also focus on real-life situations that employees confront at

work, the warning signs of an ethical conflict, potential barriers to making ethical decisions,

and what to do when faced with an ethical dilemma.

Topics

6-8 hr. Class

1. Principles of business ethics;

2. Recognition of a possible ethical dilemma before it becomes a problem;

3. How personal and corporate ethics affect decision making;

4. Conflicts between personal ethical preferences and corporate codes;

5. The potential barriers to making ethical decisions;

6. Ethical decision making using a decision making model;

7. Ways to handle people who are behaving unethically;

8. Ways to protect the reputation and long-term interests of one's organization.

Communicating Across Cultures

Description This course covers cultural issues in the workplace including the deeper dimensions of

values, beliefs, systems of interactions, cognitive styles, dynamics of workplace cultures

and individual cultures, and cross-cultural communication.

Topics

3-4 hr. Class

1. Individual cultural filters;

2. How individual cultural filters affect interactions, interpretations, and behaviors;

3. Strategies for reducing the anxiety and uncertainty related to cultural interactions in the

workplace;

4. Skills related to cultural communication in the workplace, whether verbal or non-verbal.

Valuing Workplace Diversity

Description This course is designed to prepare an organization’s management team to communicate

with, listen to, and obtain the value provided by a diverse workforce and customer base.

This course will cover diversity in the workplace and its effect on the organization’s

financial success.

Topics

6-8 hr. Class

1. “Diversity” defined at the level of one’s own organization;

2. How an inclusive workplace can be linked to one’s organization’s business goals;

3. One’s role in creating an inclusive workplace;

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4. Ways to become more culturally aware;

5. Strategies for communicating more competently in a diverse environment;

6. The difference between the intent of one’s communications and the impact those

messages have on others.

Using the FAIR Approach

Description This course covers cultural differences, respect, fairness and trust issues that arise in the

workplace. The FAIR approach (Feedback, Assistance, Inclusion and Respect) equips

employees at every level to broaden their definition of diversity and build positive,

productive relationships.

Topics

3-4 hr. Class

Additional Topics

6-8 hr. Class

1. A broad understanding of workplace diversity and cultural competence;

2. Definition of FAIR and the importance for quality supervisory practices;

3. Describe the value and impact of cultural acceptance;

4. How to apply the FAIR model in real-world situations;

5. How an organization’s core values are an integral part of the FAIR model;

6. FAIR concepts and models to strengthen cultural competence;

7. Ways to practice the FAIR approach and address workplace challenges;

8. Actions to make FAIR a part of daily work practices.

Ethics and Diversity in the Workplace

Description This course provides the participants with the tools to deal with standards of ethics, integrity

and diversity in the workplace. Personal values and consequences, diversity demographics,

myths of diversity, and dimensions of identity are also covered.

Topics

6-8 hr. Class

1. Importance of a company having clear standards of ethics and integrity;

2. Ethical issues that can occur in the workplace;

3. The decision making process used to support ethical activity in the workplace;

4. How diversity management impacts the "bottom line";

5. Ways stereotypes are formed and how those stereotypes impact how we identify people;

6. Myths of diversity.

Leading Four Generations in the Workplace

Description This course focuses on defining and understanding the four generations in the workplace and

identifying action steps, strategies, and approaches a leader can use with each generation. In

addition, this course focuses on dealing with common challenges supervisors or technical

leaders face when workingwith different generations.

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Topics 3-4 hr. Class

1. Characteristics, attitudes, and values of each generation;

2. Common drivers and value systems of each generation and how these affect motivation

and behavior in the workplace;

3. Specific actions a leader can take to coach, motivate, and get results from each generation

in the workplace;

4. How leadership style may need to change when coaching, managing and retaining

employees of different generations;

5. Action plans on how to share the ideals of Gen-Flex for teambuilding and dialog.

CUSTOMER SERVICE

Communicating Effectively with Customers

Description This course covers the principles of communicating with customers in order to maximize

the value of every customer interaction and to make it more valuable for customers to do

business with an organization.

Topics

3-4 hr. Class

1. Dynamics of communication in service delivery;

2. Ways effective communication contributes to operational success;

3. Principles for successful interactions with customers;

4. Methods for boosting communication effectiveness to create better business relationships;

5. Competitive strategies that build customer-centered communication patterns;

6. Ways to build credibility and consistency.

Customer Service

Description This course can enhance participants' customer service skills by highlighting the role of the

individual in the service transaction, the importance of customer perceptions, as well as

covering ways to deal with irate customers. This course stresses that internal customers are

just as important as external customers.

Topics

6-12 hr. Class

1. Definition of "excellent customer service" as expected from one's customers;

2. Ways to identify customers and service providers;

3. Factors that influence the customer's perception;

4. Different communication styles using the DISC model;

5. Levels of customer service;

6. The cycle of service;

7. Ways to deal with irate customers.

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Customer Service and Communications

Description This course covers customer service skills and introduces a range of techniques to help

participants perform their work in a more efficient and service-oriented manner - from basic

telephone skills to dealing with an angry customer.

Topics

3-4 hr. Class

Additional Topics

6-8 hr. Class

1. How to answer the telephone using a standard greeting;

2. How to identify both internal and external customers;

3. How to greet all customers courteously and handle their requests in an appropriate way;

4. How to deal with angry or hostile customers effectively;

5. How to manage work areas to ensure a better flow of work and give a good first

impression;

6. Various social styles and how to deal with each;

7. Listening skills to manage the customer;

8. Handling different types of callers;

9. Ideas for handling job stress.

HUMAN RESOURCES

Interviewing for Best Results

Description This course is designed for managers and supervisors who want to improve their

interviewing techniques.

Topics

6-8 hr. Class

1. Basic principles for assessing the fairness of interview procedures;

2. Fair selection criteria for specific positions;

3. Structured interview formats;

4. Factors in preparation of an applicant balance sheet;

5. Behavioral skills involved in interviewing and recognizing non-verbal communication;

6. Methods of establishing standards for comparing applicants;

7. Intangible personality factors that influence job success.

Interviewing Skills for Applicants

Description This course helps the participants prepare for being interviewed so they can move their

careers in a positive direction.

Topics 3-4 hr. Class

1. Attitudes, skills and knowledge for use in an interview;

2. The panel interview style;

3. Ways to prepare for an interview;

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4. Ways to answer behavioral interviewing questions;

5. Positive and negative body language responses;

6. Words, phrases, and gestures that convey unflattering messages;

7. Ways to follow up after an interview.

Maintaining a Respectful Workplace

Description This course covers the importance of what it means to maintain a respectful workplace,

what kinds of behaviors can indicate lack of respect for others and the steps that each

individual can take to eliminate harassment in the workplace. Hostile environments, intent

vs. impact, and severity vs. frequency will also be covered.

Topics

3-4 hr. Class

1. A practical understanding of what constitutes harassment;

2. The spectrum of behaviors that can result in claims of harassment;

3. The organization’s responsibility in maintaining a respectful workplace;

4. The steps each person can take to maintain a respectful workplace.

Managing Human Resources

Description This course covers the legal and regulatory issues governing the workplace as well as

pertinent information regarding employee assistance and enhancement programs.

Topics 12-16 hr. Class

1. Principal functions performed in human resources management and how these functions

evolved;

2. Advantages and disadvantages of staffing job vacancies with personnel within the

organization;

3. Guidelines for the interviewing process;

4. Types of pre-employment questions that should be avoided during the interview;

5. Major laws and court decisions affecting equal employment opportunity and affirmative

action;

6. Requirements for a sound benefits program;

7. What supervisors can do to create motivating conditions at work;

8. Major performance appraisal systems.

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Sexual Harassment and Gender Communication

Description This course covers the tools needed to deal effectively with the incidents of sexual

harassment and will help to promote a harassment-free work environment.

Topics 6-8 hr. Class

1. Terms associated with sexual harassment;

2. The rights of the individual in the workplace for both the target and the accused;

3. The impact of sexual harassment on the individual and on the organization;

4. The causes of sexual harassment;

5. Organizational policy and procedures for handling sexual harassment complaints;

6. Proactive strategies for individuals who feel they have been harassed;

7. Proactive strategies for managers attempting to prevent sexual harassment;

8. Strategies for maintaining open communication between men and women.

The HR Professional's Guide to Workplace Harassment

Description This course provides Human Resource professionals with guidelines for addressing

workplace harassment and will cover harassment law, best policies, and the “ethical

dimension” of workplace harassment.

Topics

6-8 hr. Class

1. “Illegal harassment” vs. “inappropriate behavior” using the court system’s evaluation

standards;

2. Signs of harassment in workplace interactions;

3. A typical agenda of a harasser;

4. Ways to respond to a complaint of harassment;

5. The procedure for investigating a complaint of harassment;

6. Ways to conduct an interview, and conduct oneself as the fact-finder;

7. Ways to follow up if an investigation is required and conducted;

8. The effects of harassment on employees and workplace morale;

9. Why companies often decide to adopt anti-harassment policies that go beyond what is

legally required.

Workplace Privacy in the Electronic Age

Description This course provides Human Resource professionals with guidelines for handling sensitive

issues of privacy in the workplace. The current status of privacy issues in the workplace,

employees’ rights and employers’ right are also covered.

Topics

3-4 hr. Class

1. Appropriate and legal applicant reference and background investigations;

2. Situations when an employer should limit its own right to conduct searches;

3. Situations when an employer may conduct employee property searches;

4. Ways an employer would be infringing on constitutional freedom of speech;

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5. Appropriate and legal ways to conduct disability assessments for emergency evacuation

procedures;

6. Situations where an employer has the right to conduct audio and video surveillance or

monitor telephone conversations;

7. When an employer has the right to take adverse action based on off-duty conduct.

LEADERSHIP

Appraising Performance

Description This course teaches the participants a process by which supervisors and employees can come

together to discuss goals, objectives and expected performance throughout the year. This

process allows the supervisor and employee to improve their communication and plan for

higher levels of output.

Topics

6-8 hr. Class

1. Ways to create meaningful performance expectations;

2. Importance of leadership competencies;

3. Productive coaching skills of employees to increase the likelihood of meeting end-of-

cycle expectations;

4. How to develop a fair and well-documented end-of-cycle performance evaluation of the

employee's performance against agreed-upon expectations;

5. Feedback and communication techniques for performance appraisal discussions.

Building Your Strategy Toolkit

Description This course, designed for supervisors and managers, helps participants understand the

importance of strategy as well as gain insight and understanding of how the principles,

concepts, and practical tools of strategy may be incorporated into leadership competencies.

Participants will have the opportunity to work with a variety of strategic planning tools and

explore ways to adapt these tools to what works best for their organization in their unique

situation. Topics 3-4 hr. Class

1. What strategy is and why it is important;

2. Ways strategy is related to other leadership competencies;

3. Basic strategic planning tools that represent standard best practices;

4. Appropriate questions to ask for diagnosing the strategic posture of an organization.

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Coaching and Feedback

Description This course addresses how to use feedback and coaching as powerful leadership tools to

effectively support employee development and performance. This course presents a broad

spectrum of coaching techniques for leaders to effectively help their employees grow

professionally.

Topics

3-4 hr. Class

Additional Topics 6-8 hr. Class

1. The role of a coach at work;

2. Distinction among coaching and directing and telling;

3. Difference between feedback and coaching;

4. Appropriate use of feedback in the workplace;

5. Ways to give effective feedback;

6. How to move from feedback to coaching;

7. Tools for use in planning and executing effective employee coaching sessions;

8. Skills to build rapport with staff;

9. Behaviors that foster a supportive coaching environment;

10. Strategies for coaching staff in order to improve performance;

11. Strategies for guiding and motivating staff in order to improve performance;

12. Ways to empower others to see and use their leadership strengths;

13. Ways to design appropriate and effective interventions of an employee's performance

problems.

Effective Leadership Styles

Description This course explores the dynamic relationship between exercising power and influencing

people to maximize productivity and performance. The qualities and commitments of

effective leadership will be defined and explored to enhance the participant’s leadership

approach.

Topics

3-4 hr. Class

1. How effective leadership styles impact performance and results;

2. Dominant and backup personal leadership style(s);

3. Ways to make personal style work in the context of the organization;

4. How the climate a leader creates in an organization impacts the results that leader attains;

5. Individual action planning that integrates key learning with needs/challenges at work.

Emotional Intelligence

Description This course is designed to introduce behaviors of leading with Emotional Intelligence in the

workplace to help impact productivity, profitability, customer satisfaction, retention, safety

and to build positive work relationships.

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Topics 6-8 hr. Class

1. Difference between IQ and EI (emotional intelligence);

2. Behaviors and skills associated with having emotional intelligence;

3. Leadership competencies of one's own organization;

4. Ways to build relationships and become more adaptable when relating to others;

5. Empathy.

Exploring Leadership

Description This course provides the participants with information, strategies, and exercises to assist

them in identifying competencies, tasks, and skills associated with becoming a leader.

Participants learn how their individual preferences can help them explore their leadership

potential.

Topics 3-4 hr. Class

1. Assessment of current personal values vs job values;

2. SMART (specific, measureable, action-oriented, realistic, time-constrained) goals;

3. Resources for exploring the leadership path and tools to help determine if the

supervisory/leadership path is for you;

4. The benefits of networking relationships;

5. Planning a personal course of action.

Giving Recognition

Description This course helps participants acknowledge efforts and accomplishments in meaningful,

appropriate ways.

Topics 3-4 hr. Class

1. Impact of recognition on individual and organizational success;

2. Why people are reluctant to give recognition;

3. Behaviors that reinforce people's efforts to reach organizational goals and objectives;

4. How to effectively recognize the efforts of others to sustain and encourage their

performance.

Leadership Dynamics

Description This course helps participants perform more effectively when in a leadership role. The

participants will learn about the characteristics, qualities and commitments of effective

leadership, basic principles of leadership, their personal style of leadership, and how to

apply their learning to planning and facilitating effective work patterns among colleagues

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and subordinates in their work situation.

Topics

3-4 hr. Class

Additional Topics 6-8 hr. Class

1. Identification and description of the existing styles of leadership;

2. Identification of one's own leadership style;

3. The characteristics, qualities and commitments of effective leaders;

4. Strategies for modifying one's own leadership style when the situation calls for it;

5. Functions of a leader;

6. How leadership happens and develops in organizations;

7. Challenges of leadership;

8. Strategies for effective leadership;

9. The importance of including and balancing both task and maintenance actions as a leader;

10. Listening and interpersonal skills to influence and guide the work of others;

11. Ways to use a variety of motivators including rewards and recognition;

12. Process for identifying problems, developing solutions, evaluating alternatives, and

analyzing risks.

Leadership Skills for Non-Supervisors

Description This course helps professional staff and other non-supervisory staff understand their

leadership role when working with peers and associates within the organization. During this

course, the participants learn how to approach, inspire and motivate others over which they

have no direct authority in order to achieve successful results.

Topics

6-8 hr. Class

1. The role of a leader;

2. Different leadership styles;

3. One's own leadership preferences;

4. How to provide support, feedback and recognition using the most effective leadership

approach;

5. How to modify one's leadership style to respond to co-workers and employees in different

situations;

6. Ways to improve communications and develop better relationships with peers,

co-workers, and executives.

Leading Performance Conversations

Description This course, designed for supervisors and managers, covers how to hold productive

conversations at each stage of the performance cycle that result in improved performance

and learning.

Topics

3-4 hr. Class

1. Types and importance of performance conversations;

2. Challenges and opportunities present in the different types of performance conversations;

3. How inquiry and advocacy techniques can create authentic, collaborative performance

conversations;

4. How to create an action plan to increase effectiveness in holding performance

conversations.

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Successful Team Leadership

Description This course helps participants to gain the knowledge and skills needed to be outstanding

leaders of highly functioning teams. This course helps team leaders gain more confidence in

their ability to lead the employees for whom they are responsible and to increase the

effectiveness of their individual teams and the company's team. The participants learn to

bring their team/group to a higher level by confidently managing tasks and motivating

members to be the best they can be.

Topics

6-8 hr. Class

1. Stages of team development;

2. An understanding of team dynamics;

3. Value of team versus individual performance;

4. Team leader roles and responsibilities;

5. Identification of one's own leadership style;

6. Ways to modify one's own leadership style when the situation calls for it;

7. Skills and behaviors that unleash the power of the high-performance team.

Additional Topics

12-16 hr. Class

8. Skills to improve communications both within and outside the team;

9. Effective use of various styles of behavior in the workplace;

10. Ways to evaluate team/group performance;

11. Appropriate ways to give appreciative and constructive feedback;

12. Appropriate methods for dealing with conflict;

13. Collaborative problem solving and decision making techniques.

The Performance Management Process

Description This course is designed to help supervisors and managers conduct effective employee

performance appraisals by teaching them to identify performance expectations, monitor and

document their staff's performance, and give constructive criticism and positive

reinforcement.

Topics

6-8 hr. Class

1. The purpose of a performance appraisal;

2. The performance management cycle;

3. How to plan a performance appraisal interview;

4. How to document employee performance;

5. Mistakes in performance appraisals commonly made by managers;

6. How to conduct a performance appraisal interview;

7. How to follow-up through the performance cycle.

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Your Personal Leadership Profile

Description In this course the participants identify their preferred leadership style and their bases of

personal power. Participants learn how to adapt alternative styles and diverse approaches to

diverse groups and situations in a hierarchical organization.

Topics

3-4 hr. Class

1. The expanding roles for leaders;

2. Types of leadership styles based on the Situational Leadership Model;

3. Identifying participants’ personal power bases and preferred leadership style;

4. Task identification and readiness levels;

5. Ways to appropriately delegate tasks and responsibilities based on situational

competencies and needs.

ORGANIZATIONAL DEVELOPMENT

Challenges of a Changing Organization

Description This course helps the participant to meet the challenge of transitions and create an

environment that speeds the return to employee commitment and high performance by

learning skillful management, clear communication, and the impact of major change.

Topics

6-8 hr. Class

1. The change cycle including stages of the change process;

2. Common reactions to change and individual factors influencing responses to change;

3. The positive aspects of change;

4. Strategies for encouraging team collaboration during change;

5. Different styles for managing change;

6. Strategies for successfully managing transitions;

7. Types of resistance and approaches to reduce resistance.

Myers-Briggs Type Indicator® (MBTI®) for Organizations

Description Using the Introduction to Type and Teams, this course interprets the participants’ results of

the Myers-Briggs Type Indicator® (MBTI®) assessment to help build a more productive

organization by outlining the participants’ identified strengths and areas for development.

This course provides help for organization development, management development, and

team building.

Topics

3-4 hr. Class

1. Ways to express MBTI® type in the organization;

2. Ways to relate MBTI® preferences to likes and dislikes in work settings;

3. Individual communication and problem solving styles;

4. Communication strategies for persons of different psychological types;

5. Personalized planning for professional development.

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Organizational Savvy

Description This course helps the participants to reframe politics as a potentially constructive force

within organizations to systematically navigate power and politics. It explores assumptions

about the hidden dynamics of power, defuses negative reactions in response to

organizational politics, and provides practical political skills for building organizational

influence and impact with integrity.

Topics

3-4 hr. Class

1. How to "study" politics in your organization;

2. How to determine what perceptions exists about you or your team;

3. Managing perceptions;

4. Balanced self-promotion;

5. Ethical lobbying.

PERSONAL DEVELOPMENT

Assertiveness Training

Description This course covers the difference between speaking up with anger and speaking up with

assertiveness and will present ways to effectively negotiate with others. Other topics

covered are flight vs. flight, passive behavior, aggressive behavior and tools and techniques

for assertive behavior.

Topics

6-8 hr. Class

1. The cornerstone of a good assertive interaction;

2. Ways to handle body and voice to indicate an assertive manner;

3. Use of “I” language;

4. “Empathic,” “escalating,” and “confrontive” assertions;

5. The role assertiveness plays in negotiation.

Professionalism: Passport to Success

Description This course prepares and enhances the workplace employee's ability to fit into and succeed

in the 21st century business organizational culture. This course provides practical tips for

the participants to develop their own personal vision and goals, impeccable interpersonal

skills, pertinent relationships through networking and community work, and the ability to

collaborate with diverse groups.

Topics

6-8 hr. Class

1. The professional business environment and its unwritten rules;

2. Success criteria for our 21st century business environment;

3. Positive personal attitude and behavior;

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4. Personal investment strategies for success;

5. Positive verbal and non-verbal communication strategies;

6. The four levels of listening;

7. Active listening;

8. Teamwork and collaborative skills;

9. Informal coaching and mentoring relationships.

Speaking with Confidence

Description This course identifies the personal characteristics and professional strategies essential to

speaking with confidence. Participants learn and practice techniques designed to enhance

their speaking effectiveness.

Topics

6-8 hr. Class

1. Techniques for making a good first impression;

2. Techniques of visual effectiveness;

3. Body language and gestures for clear communication;

4. Proper tone, eye contact and precise word choice in speaking.

Stress Management

Description This course helps the participant handle the situations and events that trigger stress and learn

to take responsibility for either a creative, proactive response, or a debilitating, defense,

reactive one.

Topics

6-8 hr. Class

1. Symptoms of stress;

2. Causes of workplace stress;

3. The stress response process;

4. Types of distorted thinking;

5. Ways to stay in charge of fears;

6. Ways to immediately relieve stress;

7. Strategies to deal with workplace stress.

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SUPERVISORY SKILLS

Best Practices in Supervision

Description This course covers best practices and core skills needed to support supervisory

effectiveness. This course gives the supervisor the tools necessary to be successful in his/her

role.

Topics

3-4 hr. Class

1. Characteristics of leaders versus managers;

2. Role and functions of a supervisor;

3. Skills necessary to supervise efficiently;

4. Personal strengths and weaknesses, and the possible effects on one's performance as a

supervisor;

5. Realistic action plans to address work related challenges.

Counseling Skills for Supervisors

Description This course covers counseling skills and techniques needed to develop and maintain

productive supervisor-subordinate relationships.

Topics 6-8 hr. Class

1. Psychological forces at work in the supervisor-subordinate relationship;

2. Techniques for building effective working relationships with subordinates;

3. How to conduct an effective counseling interview;

4. Personal and professional roles in counseling employees;

5. Ways of communicating performance standards and goals;

6. Guidelines for handling a corrective interview.

Customer Relations for Supervisors

Description This course provides effective training for supervisors on how to deliver the best possible

customer service - the kind of service that keeps clients and customers coming back.

Participants will walk away from this course with new ideas on how to enhance business,

and with new skills for implementing those ideas immediately.

Topics

6-8 hr. Class

1. Techniques that will improve customer satisfaction immediately;

2. Ways to avoid the "I'm just doing my job" and "It's not my department" syndrome;

3. Ways to identify and satisfy internal customers;

4. Customers' perspectives and their unique wants and needs;

5. Ways to stay calm, courteous, confident, and motivated even when faced with "problems"

all day;

6. The art of effective communication with the customer.

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Delegation Skills

Description This course helps the participants clarify their role as delegators or work and identifies the

personal and business benefits for delegating work. Choosing the right person for the right

task, using steps for monitoring employees’ progress, and planning for effective delegation

will also be covered.

Topics

6-8 hr. Class

1. Types of delegation;

2. Steps for effective delegation;

3. The catalyst approach to delegation;

4. Ways to determine the right person for the delegation;

5. Steps for communicating delegation.

Developing Supervisory Skills

Description This course is designed to give the new or aspiring supervisor the tools necessary to be

successful as a manager of employees. It will examine the major responsibilities of a

supervisor and the skills required for establishing oneself in this role.

Topics

12-16 hr. Class

1. The role and functions of a supervisor;

2. Basic principles of motivating employees;

3. Communication skills to coach, counsel and discipline employees;

4. Organizational planning and organizing;

5. Ways to encourage coordination and cooperation among employees;

6. Legal responsibilities of a supervisor.

Making the Transition from Peer to Supervisor

Description This course helps the participants make a successful transition from the role of a peer or co-

worker to a leadership position. Also covered are leadership behaviors within teams, job

differences between supervisors and individual contributors, and the value and power of

listening.

Topics

6-8 hr. Class

1. The impact of the role of “supervisor” on existing workplace relationships;

2. Communication strategies that help ensure a smooth transition to a supervisory position;

3. Effective handling of confidentiality issues;

4. Effective handling of resistance and negativity;

5. Building and maintenance of trust with subordinates.

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TEAMS

Effective Team Building

Description This course helps the participant understand the dynamics of working in teams and that

teamwork promotes greater efficiency and productivity. The course also examines how

effective teams can be developed, how to make group decisions and how to work

productively as a member of a team.

Topics

3-4 hr. Class

Additional Topics

6-8 hr. Class

1. The difference between a collection of people and a team;

2. Stages of team development;

3. Characteristics of an effective team;

4. Team building strategies to help teams work in collaboration;

5. Group processes for improving the team's productivity and performance;

6. Ways to become effective team members and team leaders;

7. Ways to assess the team's strengths and development needs;

8. Behaviors and barriers that prevent a team from achieving peak performance;

9. Ways to communicate, problem solve, and build trust in team situations;

10. Ways to foster cooperation and build a sense of partnership among team members;

11. How to integrate individual abilities into a team effort;

12. Ways to increase participation and contributions of each team member;

13. Models of team building to achieve team and organization results.

Group Facilitation

Description This course offers theory and practice in specific skills that can be applied to every situation

that calls for group effort and productive meetings and that will help to bring out the best in

individuals and orchestrate a successful group effort. Topics include team effectiveness,

group dynamics and team structure.

Topics

6-8 hr. Class

1. Qualities of an effective facilitator;

2. Stages of group development;

3. Ways to move a group from one stage to the next;

4. Basic facilitation skills;

5. Principles of motivation and adult learning;

6. Difference between content and process;

7. Ways to keep groups on track to produce positive results.

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Leading Teams

Description Participants are provided with the knowledge and skills needed to be outstanding

team/group leaders. Participants also learn to bring their team/group to a higher level by

confidently managing tasks and motivating members to be the best they can be.

Topics

6-8 hr. Class

1. How to develop clear, common goals and priorities;

2. Team leader roles and responsibilities;

3. Collaborative problem-solving and decision-making techniques;

4. Effective use of various styles of behavior in the workplace;

5. Various types of effective leadership models;

6. Ways to evaluate team/group performance.

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Howard Community College Division of Continuing Education & Workforce Development

10650 Hickory Ridge Road, Room 100

Columbia, MD 21044

443-518-4459

www.howardcc.edu/BTC