Course Descriptions


Service Excellence

Learn what it means to deliver exceptional customer service at the University. This workshop gives you the skills you need to increase customer satisfaction, gain repeat business, know what customers expect, increase your credibility with customers and understand your value to the University's service excellence model.

What You Will Learn

  • The benefits of providing good customer service
  • Focusing on customer service excellence and success
  • How customer service creates revenue
  • Why customer satisfaction is based on perceptions
  • Focusing on customers' top two expectations to save time and reduce stress
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviors

Leading the Way: Management Readiness

Become the leader everyone wants to follow! Explore topics critical to effective management and supervisory skills such as performance management, motivation, team development, interpersonal and communication skills and time management skills. Everything you need to manage people effectively.

What You Will Learn

  • Building a strong team
  • Communicating effectively
  • Organizational development
  • Performance management
  • Motivating others
  • Developing others
  • Leading others

Hiring Right

Making the interview process count! Hiring the right employee enhances the work culture, ensures employee productivity and creates a positive impact on your total work environment. The ability to recruit, interview, and hire the best candidates is essential to every organization's success. Managers who can attract and hire top-performing associates benefit by spending time maximizing employee performance rather than constantly working to solve problems.

What You Will Learn

  • How to look for qualified candidates
  • Techniques for evaluating applications and résumés, and determining who makes it to the interview process
  • Interview questions that provide the information you really want to know about an applicant
  • Phrases that will encourage candidates to open up and provide more details
  • How to effectively evaluate the interview so you can choose the best candidate for the job
  • Avoid the most common hiring mistakes made by managers
  • Uncover the secrets of attracting quality candidates
  • Explore techniques that ensure you make fully informed hiring decisions every time
  • Learn the techniques to use when asking interview questions to uncover critical information about a candidate's personality, ability, and work style
  • Discover great ways to "sell" the job and your organization to first-class candidates

True Colors Team Building

True Colors is a model of personality identification that is easy to understand, remember and apply. With the colors of Blue, Gold, Green and Orange – True Colors distills the elaborate concepts of personality theory into a user-friendly, practical tool used to foster healthy productive relationships and teams.

What You Will Learn

  • Increased understanding of self and others
  • Expanded appreciation for valuing differences
  • Communication skill-building
  • Avenues for a more harmonious, productive environment
  • Easy integration into existing organizational framework and previous programs
  • A universal language that accelerates problem solving, increases trust, and reduces conflict

DARE: Developing Achievers through Retention & Empowerment

A comprehensive career development program targeting employees who have expressed a desire to expand their skills and education in order to compete for higher level positions.

What You Will Learn

  • Effective interviewing skills
  • Mock interviews
  • How to compose an effective resume
  • Dressing for success
  • Effective personal and career goal setting

Professionalism in the Workplace

Professionalism isn't one thing; it's a combination of qualities. This course is designed to provide faculty/staff an overview of the attributes associated with professionalism and expectations in the workplace.

What You Will Learn

  • You can exude professionalism by being kind and polite to everyone
  • Presenting a professional image in your attitude and dress
  • Showing up for work or meetings fully prepared
  • Honesty and integrity in the workplace
  • Self-regulation and accountability

Communication, Civility and Ethics in the Workplace

Preparing leaders and employees with practical tools for creating civil, respectful work environments. Learn how to identify, prevent and respond to workplace incivility—those seemingly insignificant behaviors that are rude, discourteous, or disrespectful, and that have an effect on performance.

What You Will Learn

  • Develop an awareness of personal attitudes and behaviors that impair harmonious working relationships
  • Eliminate insensitive and intolerant workplace behaviors
  • Reduce personal and organizational liabilities for discrimination and harassment
  • Create positive relationships among team members
  • Promote optimal team performance in a multicultural work environment

Student Worker Professionalism

Equipping student workers with the tools necessary to be effective university employees is the focus for Student Worker Professionalism.

What You Will Learn

  • Office etiquette
  • Telephone/email etiquette
  • Professional workplace attire
  • Team Building
  • Punctuality and time management