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Leadership and Management

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Leadership Skills

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Performance Coaching

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Fundamentals of Program and Project Management

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Time Management

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Managing Change and Innovation

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Managing in the Public Sector

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Hiring and Retention Strategies for the Public Sector Employer

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Planning and Decision Making

 

Legal Issues

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Sexual Harassment Awareness and Prevention

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Supervising Employees Fairly and Legally

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Investigating the Employee Complaint

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Keeping Employees out of “Cyber-Trouble”

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The Foundations of the Family and Medical
Leave Act and Americans with Disabilities Act

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Managing a Diverse Workforce

 

Communication

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Business Writing

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Interpersonal Communication Skills

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Enhancing Cultural Competency  

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Planning & Conducting Effective Meetings  

 

Group Dynamics

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Team Development

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Dealing with Difficult People

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Conflict Resolution

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Understanding Workplace Stress

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Strategies for Customer Responsiveness

 

Training Services

The following courses currently are offered by the UMass Donahue Institute through the Federal Supply Schedule for Management, Organizational and Business Improvement Services (MOBIS). We anticipate that additional courses will be added to our MOBIS schedule in the future.

Leadership and Management    On-Site, One-Day Courses

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Leadership Skills: This course explores how organizational change affects one's role as a leader. Participants will learn the predictable phases of change and how to manage them. They will be able to identify and practice the four high-leverage roles necessary for effective leadership, and will develop a clear set of priorities for their own role as a leader. Participants will learn how to become agents of positive change. They will develop an action plan for achieving their organization's vision, championing continuous improvement, building business partnerships, and facilitating learning.

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Performance Coaching: This course provides participants with an understanding of the performance coaching concept. Participants will engage in activities that help them to identify their preferred coaching style. They will receive an overview of a range of preferred coaching styles along with the strengths and challenges associated with each. Participants will be able to describe the four-fold model for assessing how a staff person is performing and how to respond effectively as a performance coach.

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Fundamentals of Program and Project Management: This course provides participants with an overview of the program/project management process. Participants will gain an understanding of all aspects of program and project management including program development, budget development, analyzing staff skill requirements, hiring, staffing, identifying success measures, and evaluation. Participants will use current workplace programs/projects as examples.

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Time Management: This class helps participants gain control of their time. Participants will analyze how they presently use their work time and they will use this information to create a "baseline" for time utilization. Participants will identify their priorities and assess the degree to which those priorities are reflected in the way they currently use their time. They will learn strategies for bringing their priorities and their time utilization patterns into alignment. They will develop strategies for freeing up time in their baseline schedule through better organization and more efficient use of work hours. They will learn to use classic time savers such as priority planning, time management, and effective use of phone, voice mail and e-mail. Participants will learn how to overcome common time wasters such as procrastination, lack of focus or objectives, interruptions, and poor use of delegation.

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Managing Change and Innovation: This course provides participants with an understanding of the Open Systems Model and its impact on planned change. Participants will gain an increased understanding of the four stages of change and transition, and the dynamics that occur when organization-wide change is introduced. They will be able to recognize and enhance the five characteristics of resilience during change.

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Managing in the Public Sector: This course teaches participants strategies for effective management in the public sector. Participants will be able to identify the benefits and challenges of different managerial styles. They will be able to recognize the characteristics of effective management and leadership. They will learn when and how to apply various leadership skills to specific problem-solving situations.

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Hiring and Retention Strategies for the Public Sector Employer: This course provides participants with an overview of the entire hiring process including solicitation, applications, interviews, screening, checking and giving references, constructing job offer letters and developing written employment contracts. Participants will become familiar with issues related to medical and drug testing. They will learn about employer responsibilities including privacy, records maintenance, and compensation. They will develop strategies for maintaining an effective employment relationship including assignment of responsibilities, terms and conditions, promotions, discipline and discharge, and they will understand the employment litigation process.

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Planning and Decision Making: This class provides participants with an understanding of the tools and characteristics of effective planning and decision-making processes. Upon completion of the Planning and Decision Making course, participants will be familiar with the different styles of decision making. They will be able to identify the strengths and challenges of organizational dynamics as they influence internal planning, and they will recognize the importance of seeking "buy-in" from key constituents prior to implementing goals and plans. Participants will understand the role of decision making as an integral step during every phase of the larger planning process. Each participant will develop a personal vision statement and related action plan focused on his or her own workplace initiative/situation.

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Legal Issues     On-Site, One-Day Courses

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Sexual Harassment Awareness and Prevention: This course provides participants with an understanding of how the law defines sexual harassment. Participants will have an opportunity to develop their own practical definition of sexual harassment, and to develop strategies for implementing best practices once they return to their workplace. They will learn the importance of maintaining a respectful workplace as a tool for minimizing liability. They will gain an understanding of the internal complaint process and learn the do’s and don’ts of supervising after a complaint has been filed.

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Supervising Employees Fairly and Legally: This course provides participants with an overview of the substantive and procedural rights of employees in the workplace. Participants will understand the legitimate business concerns related to employee performance problems. They will learn how they, as public sector managers, should address performance problems and misconduct in a way that balances employee rights and organizational needs. They will get a clear understanding of their responsibility as supervisor for addressing and documenting performance problems in a timely, effective way, and of the resources that are available to them.

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Investigating the Employee Complaint: This course provides an overview of the various types of employment complaints, how to prevent them, how to document them, how to respond when they occur, and how to avoid liability. Participants will gain a clear understanding of the rights of the accused before, during, and following the investigation as well as the responsibilities of the supervisor. They will learn how to conduct an investigation and when it is important to seek an external investigator. They will learn strategies for ensuring privacy of the complainant, accused, and witnesses. They will learn how to analyze data collected during an investigation to make a fair and legal decision about how to proceed. The course will provide participants with tips for dealing with an investigation in which “no one is talking” or emotionally charged issues are involved.

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Keeping Employees out of “Cyber-Trouble”: Internet Policies and Procedures: This course provides participants with the tools that they need to measure performance loss from personal Internet use by employees. Participants will learn how to create effective written “cyber-policies”, how to communicate those policies to employees, enforce them, and monitor employee use of the Internet without invading privacy. The course also provides strategies for protecting against employees’ disseminating e-mails with offensive content.

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The Foundations of the Family and Medical Leave Act and Americans with Disabilities Act: This course provides participants with a clear understanding of the Family and Medical Leave Act (FMLA) and Americans with Disabilities Act (ADA). Participants will learn about the types of FMLA leave and how they compare. They will become familiar with restrictions on duration of FMLA leave, notice and certification, and about the importance of maintaining accurate records in order to circumvent employer pitfalls. The course provides an overview of ADA coverage requirements under the law. Participants will learn the legal definition of “reasonable accommodation” and “essential function”. They will develop an understanding of the medical examination requirements; associated ADA accommodations and will understand what types of information an employer may seek. The class will provide an overview of legal process issues including claims adjudication and remedies as well as tips for avoiding liability/litigation. The course will provide tips for looking beyond disabilities to select the best-qualified job candidate.

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Managing a Diverse Workforce: Participants will learn about the complexities and legalities of managing a diverse workforce. They will become more effective at identifying and resolving issues of workplace discrimination in hiring, promotion, and every-day office activities. They will understand the negative impact of language and behaviors that perpetuate societal “isms” and stereotypes, and will develop strategies for intervening when they observe others engaging in inappropriate activities

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Communication    On-Site, One-Day Courses

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Business Writing: This class teaches participants how to write using grammatically correct, correctly punctuated sentences and paragraphs. Participants will learn how to avoid common errors like sentence fragments, comma splices, and run-on sentences. They will learn to identify and utilize the four different types of sentences. This course also provides pointers on how to select the right choice of words for maximum impact.

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Interpersonal Communication Skills: This class uses the Myers-Briggs Indicator as a tool for identifying participant personality types and preferred modes of communication. Participants will learn to understand and appreciate differences in personality, and to communicate more effectively with individuals whose personality profile differs from their own. Participants will learn how to assess and overcome barriers to effective communication. They will learn how to read non-verbal cues (body language), and gain a better understanding of how to use non-verbal communication to enhance the impact of their words. The class also provides participants with techniques for becoming a better listener.

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Enhancing Cultural Competency: This course provides an overview of how cultural differences influence communication and business behavior. Participants will learn about different worldviews and how those views create a filter through which actions and words are interpreted. Participants will understand the importance of learning as much as they can about the cultural nuances of those with whom they do business, and will come away from the class with a clear strategy for enhancing their understanding of other cultures.

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Planning & Conducting Effective Meetings: This course provides an overview of the fundamentals of planning and conducting effective meetings. Participants will learn the six essential ingredients that are necessary for an effective meeting to occur. They will learn the elements of a good agenda. They will learn about the range of decision-making styles and strategies for facilitating a meeting that involves individuals with different styles. Participants will have an opportunity to learn and practice an array of effective group decision-making tools.

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Group Dynamics     On-Site, One-Day Courses

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Team Development: This class provides an overview of each of the four stages of the team development process and concrete strategies for facilitating the progression of a team to its next stage of development. Participants will learn how to differentiate between workplace teams and teamwork, and will develop an understanding of when formal teams are necessary. Participants will experiment with several team decision-making tools. Each participant will develop a personal action plan that focuses on his or her own workplace situation.

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Dealing with Difficult People: This class helps participants to identify, define and understand the characteristics of a difficult co-worker, customer, boss or subordinate. Participants will explore the dynamics of difficult situations and learn techniques for calculating and minimizing the damage a difficult person can cause. Participants will learn how to create a safer work environment by responding constructively and communicating effectively with difficult people and situations.

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Conflict Resolution: This course provides an overview of effective conflict resolution strategies. Participants will recognize the cost of conflict and the benefits of conflict management. They will gain an understanding of the emotional dynamics that lead to conflict. Participants will learn and have the opportunity to practice the communication skills necessary to overcome conflict and encourage collaboration in the workplace. They will be able to identify the five conflict management strategies, recognize the new thinking model that fosters resolution, recognize the benefits of conflict resolution, the seven steps of the new paradigm of conflict management. Each participant will develop an action plan to implement the new resolution model in his/her place of employment.

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Understanding Workplace Stress: This class helps participants define stress, identify individual stressors (causes), and assess their current individual stress level. Participants will learn about the dynamics of workplace stress. They will learn strategies for coping with stress such as goal setting, gaining a balanced perspective, relaxation, better organization, action planning, appropriate use of humor, and asking for short-term assistance. Each participant will develop a personal action plan for implementation upon return to his/her place of employment.

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Strategies for Customer Responsiveness: This class teaches participants why quality customer service is important. Participants will learn how to use customer research as a tool for getting to know their customers. They will learn how to integrate customer responsiveness into strategic planning by defining objectives, assessing current resources, understanding obstacles, partnering with key stakeholders, and carrying out a strategy despite internal resistance.

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