About Training

This training teaches individuals how to structure an interview to elicit the needed skills for the job utilizing past behavior as a predictor of future performance.

Training Dates

• March 21, 2012 10am-12 pm in UPP North Room 108

Through “Communicating with Diplomacy and Tact” participants will learn to:

• Respond to difficult situations in a confident, diplomatic, and tactful way
• Understand the principles of effective communication as well as the barriers to communication
• Learn some basic assertion techniques and listening skills

Apply mediation techniques to find common ground among opposing viewpoints

Training Dates

• March 28, 2012 from 10am-12pm in UPP North Room 108

Would you like to have people excited about coming to your meetings? Are you unsure why some meetings seem to go very well while others flop? We'll explore tips and strategies that result in meetings that are both productive and efficient.

Training Dates

• March 22, 2012 from 10am-12pm at the N.M.B. Campus, room TBA
• April 4, 2012 from 10am-12pm in UPP North Room 108

These sessions teach skills that create customer loyalty, even after service failures. The emphasis is on developing a considerate service mindset and proactive behaviors. The first session focuses on the big picture and the role of the individual employee in delivering stellar service. The second session focuses on developing skills that will help individual employees serve customers who are angry or upset especially after a service breakdown.

1st Session: Reaching for Stellar Service

Participants:

• explore how customers define stellar service, the challenges of delivering such service and how it adds value to every interaction
• learn the key moments of truth in a customer interaction
• gain an appreciation of their own strategic importance and their role in building customer loyalty
• plan for their own success in delivering the five service qualities customers expect

2nd Session: Healing the Customer Relationship

Participants:

• identify what sets customers off and discuss the positive potential in negative customer experiences
• learn four guidelines for restoring trust and confidence in customers who are angry or frustrated
• explore techniques for managing their own reactions in difficult situations
• discover how to turn things around after a service breakdown and make goodwill gestures to encourage customers to return

Currently, this course is available upon request only.

This workshop program has been designed to provide the core concepts of Lean Six Sigma with a focus on Lean practices and quality improvement tools. Application-oriented White Belt training makes it easy for people to question how things get done within their "line-of-sight". Participants will be introduced to the DMAIC methodology: Define, Measure, Analyze, Improve and Control, as well as receive training in the problem solving methods and tools used to enhance their fundamental quality skills and their application of common sense. This program can also allow organizations to introduce their Lean Six Sigma program into more areas within and reach various staff and line-level employees. This in turn will create real financial gains as well as creating value for both the organization and its customers. The program is taught with small group interaction and hands-on exercises.

Topics to be covered include:

• History and Background of Lean and Six Sigma
• Integration of Six Sigma and Lean Enterprise
• Overview of Define, Measure, Analyze, Improve, Control (DMAIC)
• Project planning and management
• Understanding Voice of the Customer (VOC)
• Basic Statistics & Data Collection
• Lean and Six Sigma metrics

Training Dates

• Feb 3, 2012 from 9am-3pm in UPP North Room 108
• April 9, 2012 from 9am-3pm in UPP North Room 108

This workshop highlights the value of creating and maintaining positive, meaningful business relationships with students, customers, clients, and the entire NSU community. Through engaging dialogue and activities, participants will explore the benefits of making lasting impressions, communicating through verbal and nonverbal cues, and conveying professionalism through attire.

Training Dates

• April 17, 2012 from 10am-12pm in UPP North Room 108

Two half day sessions (7.5 total hours)

A popular slogan proclaims, "You do not always get what you deserve. You get what you negotiate." It is true that high quality negotiation skills are a key factor in getting needs met for individuals and our organizations. This workshop will enhance the participants' capacity to effectively use interest-based negotiation concepts and tools to achieve mutually satisfactory agreements that will satisfy underlying interests. Participants will explore the practice of outcome setting, distinguishing between positions and interests, emerging interests through reflective listening and chunking, generating options, creating standards to evaluate options, and agreement management.

Workshop Outcomes:

Recognize their current negotiating style
Understand the power of interest-based negotiation
Expand and refine their negotiation “tool box”
Practice negotiation strategies
Enhance effectiveness in professional and personal negotiations

Training Dates

• January 30 and January 31, 2012 from 8:45-12:30, HPD Terry Building- Chancellor's Dining Room

This training strengthens supervisors' ability to initiate meaningful dialogue and appraisals that distinguish employees on the basis of performance.

Training Dates

New dates TBA

Two half day sessions (total 8 hours)

Project Management is an in-demand skill set and one of the fastest growing professional disciplines in North America. This project management training session "Project Management Boot Camp" is an accelerated two half day session (8 hours) offering you the opportunity to learn how to use Project Management tools and techniques to help you successfully manage projects to finish on time, within a defined scope and budget.

Using Project Management tools and techniques helps break down the chaos of an overwhelming workload into manageable elements by following a process of initiating, planning, executing, monitoring and controlling and closing a project. Key tools and techniques will be introduced to help you manage the scope, time, cost, quality, human resources, communication, risk, procurement, and integration of your project.

'Project Management Boot Camp' offers practical, real-world and hands-on experience in learning the principles and practices of project management that lead to effective and successful project implementation.

Course Overview

Project Management Foundations

Introduces the basic concepts of project management and provides an overview of some of the tools and techniques from the Project Management Body of Knowledge (PMBOK). Other areas covered include the project life cycle, organizational and environmental influences on projects, the five required project process groups, and the multi-dimensional nature of project management.

Project Management Process Groups

This module addresses the five process groups of project management and practical techniques to apply Project Management methodology to any work environment. The process groups discussed include:

1. Initiating Process – Focuses on those processes performed to define a new project or a new phase of an existing project by completing a Project Charter and obtaining authorization to start the project or phase while ensuring the project is in line with the organizations Strategic Objectives.
2. Planning Process – Defining the scope and objectives of the project and developing the course of action required to meet these objectives is the focus of this process. Knowledge areas that will be discussed include, time management, cost management, quality management, human resource management, communications management, risk management and procurement management.
3. Execution Process – Those processes that need to be performed to complete the work defined in the project management plan will be presented, along with techniques and tools on how to ensure project objectives are met.
4. Monitoring and Controlling Process – Techniques and processes will be shared to ensure concise tracking of the progress of the project is maintained to ensure the performance objectives defined in the project management plan are met.
5. Closing Process – This module focuses on the processes to be performed to finalize all activities across all project management process groups to formally close the project or phase.

Training Dates:

• Feb 9 & 10, 2012 from 9:00 a.m. - 1:00 p.m. at UPP North Room 108

You will learn solutions to common workplace problems in the form of twelve easy-to-use tools that will allow both managers and workers to change their responses to common triggers. The “Trigger-Proof” workshop series focuses on working on the inside, where behavior begins. The working principle is that when we understand ourselves, it is much easier to understand and deal comfortably with others. The better we understand our strengths and weaknesses, the more effective we become at altering our responses to uncomfortable situations.

The monthly lunch and learn sessions will start on January 19, 2012 with “Trigger-Proof Tool 1: Discover What Triggers You". Participants who attend the entire series will receive a free training manual to use for all of the workshops.

Training Dates

The workshop sessions will take place from 12 PM – 1 PM as follows:

• January 19th -Tool 1: Discover What Triggers You
• February 16th -Tool 2: Holding On To Your Power and Your Remote Control
• March 15th -Tool 3: Keep the Door Knob of Your Life on the Inside
• April 19th -Tool 4: Pattern Interruption: Redirecting Behaviors
• May 17th -Tool 5: Learn to ‘Re-Do” Mistakes
• June 21st -Tool 6: Don’t Bite the Hook: Personality Types that Trigger You
• July 19th -Tool 7: Refuse to Take Things Personally: It’s Not About You
• August 23rd -Tool 8: Evict People Renting Space in Your Head
• September 20th -Tool 9: Avoid the Misery Addict
• October 18th -Tool 10: Choose Your Battles Wisely
• November 15th -Tool 11: Every Thought That Comes Into Your Head Should Not Fall Out of Your Mouth
• December 13th -Tool 12: Attitude Advantage: Being Resilient

Location: DeSantis 3049/3051