|
Our programs can be customized to your specific workforce needs. If
you don't see what you are looking for, our Training Coordinators will
work with you to design and deliver additional programs. Ask us how!
For more information, please contact:
Julie Chase
Assistant Dean, Business & Community Partnerships
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
or 207.741.5874
MANAGEMENT,SUPERVISORY SKILLS, & LEADERSHIP
Transition from Peer to Supervisor
In this module,
students will explore the challenges and opportunities faced by anew
supervisor. Students will identify their own managerial skills and
abilities and determine developmental areas for making the transition
from peer to supervisor and create an action plan for future success.
Students will learn strategies for managing people who were once their
peers.
Decision Making and Problem Solving
In this module students will learn a 4-step, problem-solving process.
Students will explore the different approaches to decision making and
problem-solving. Students will learn group problem-solving strategies
including force analysis, brain mapping, fishbone diagrams and priority
matrices.
Risk Taking and Innovation
At what point do the risks exceed the rewards? In this class you will
look at the innovation process and learn ways to create innovative
solutions to problems that may have puzzled you for a long time.
Students will explore the dimensions of creativity and ways to consider
new ideas.
Introduction to Supervision
Participants will complete a practical assessment tool that focuses on
the five most critical skills for effective supervision: guiding the
work, organizing the work, developing your staff, managing performance,
and managing relations. They will identify their skill strengths and
weaknesses, and focus discussion on the ability to balance the goals of
the organization with the needs of the work group. Using feedback from
the assessments, participants will set personal learning goals.
Creating a Positive Work Environment
Creating a work environment which encourages employee retention will be
the focus of this module. Participants will explore areas where
supervisors have some control to create positive work environments and
develop skills on trust - the essential foundation of every
relationship. Through an assessment tool, participants develop a deeper
understanding of trust, which they can apply to their team
relationships. Participants will be able to identify the levels of
trust and factors that affect one's decision to trust and will learn
how to improve one's trust level.
Developing Your Employees
Understanding that job satisfaction is directly related to job
performance, participants will develop skills to improve job
performance of their team effectively. This module offers supervisors a
7-step formula for coaching meetings that are based on mutual trust and
respect as well as how to develop effective listening skills.
Conflict Management
In this module, participants will become more aware of their own
conflict style, while learning to recognize the conflict styles of
others. Through a personal assessment, participants learn how to
identify and asses the five conflict-handling modes: competing,
collaborating, compromising, avoiding, and accommodating.
Time Mastery
We all face a daily dilemma: too much to do and not enough time to do
it. Time management concerns how we resolve that dilemma. Time is the
limiting factor, not activities. We must make tough choices about what
to do and what not to do. Time management is really self-management.
Habits are the key to good time management. In this module,
participants will analyze their own time management skills using a
self-assessment and then create an action plan for areas of
improvement.
Critical Thinking/Successful Negotiations
This workshop and makes powerful negotiating skills easy and
accessible, giving tools and knowledge you can put to use right away.
All 101 tactics are so accessible and empowering that you will find
yourself using them immediately - and maybe not just at work.
The Principles and Qualities of Genuine LeadershipTM
More than ever, everyone in the organization needs a deep knowledge of
leadership best practices and help in tailoring those practices to
their own situations. This module outlines universal leadership
principles and qualities that help individuals become genuine leaders
who can translate intentions into reality. There are two versions of
this module - one for the individual contributor, and another for the
manager.
Providing Constructive FeedbackTM
To know how well they are doing, individual contributors need regular
feedback from their manager. Providing constructive feedback not only
helps solve problems, but also can work to prevent potential problems
from growing to the point in which they have a negative impact on others
and the organization.
Giving RecognitionTM
Over the long term, excellent performance and productivity are rewarded
with improved customer loyalty and organizational success. But in the
short term,people want to hear from others around them that they are
doing something right. This module helps managers learn how to
acknowledge accomplishments in ways that will inspire excellent
performance.
Planning for Performance DiscussionsTM
In order to succeed, employees must know how to manage priorities and
achieve their goals. Managers are responsible for guiding and
influencing the performance of others so that they can meet the
challenges of a constantly changing environment. By effectively
planning for performance-related discussions, managers can establish a
framework within which they can set mutual expectations, address
performance issues, and help people respond to new developments.
Clarifying Performance ExpectationsTM
This module provides a process for handling conversations about work
expectations ina way that reduces ambiguity, increases trust, and
strengthens the working relationship between the manager and the
employee. The purpose of this modules to provide participants with the
skills to discuss performance expectations with others in a way that
increases their sense of ownership and gains their commitment.
Correcting Performance ProblemsTM
Managers must ensure that everyone takes responsibility for performing
his or her job as effectively as possible. Employees need training and
coaching so they can manage their own performance. When these
approaches aren't enough, managers need to step in and take decisive
action.
Conducting Performance ReviewsTM
This module presents a collaborative approach to formal performance
review. Participants learn how to prepare employees for a review, how to
manage expectations during the session, and how to create an atmosphere
that encourages openness about concerns and plans for the future.
Identifying Work Priorities and Setting Verifiable Goals
This module consists of two closely related processes. The first helps
people prioritize their work according to key results the organization
is trying to achieve. The second helps formulate clear goals that have
high payoffs for the organization and use objective terms that support
verification of results.
Managing Your Priorities
Rapid change, flatter organizational structures, and cross-functional
duties mean employees today must assume great responsibility for
managing their own tasks. To do that successfully, they need to be able
to handle competing priorities, shift gears smoothly, and coordinate
and negotiate responsibilities, schedules, and resources with others.
Back to Top ^
COMMUNICATIONS
Managing the Generations
This workshop helps managers explore the values and needs of the 4
generations currently in the workplace: Traditionalists, Baby Boomers,
Generation X and Generation Y. Students will learn the leadership needs
of each generation and what motivation and recognition tools enhance
all generations' performance and job satisfaction. Students will learn
techniques to enhance teamwork among generations.
PaceTM Palette Assessment
The PACETM Palette assessment is a great tool for defining how people
prefer to work, take in information and interact with others. Many
different organizations have used it to enhance interpersonal
relationships and group effectiveness. It classifies four basic
temperaments (individual's preferences to how they approach life) into
colors - RED, YELLOW,BLUE and GREEN. If you have ever used one of the
complex self-assessments and have trouble remembering what it all
means, you will love this simple, valid, diagnostic approach.
What's My Communication Style?
Boiling down the complexities of personal style to four memorable
terms, this module gives participants a quick understanding of
themselves and others. The self-assessment offers an accurate and
reliable way to identify personal communication style, understand why
we behave the way we do, and find ways to build stronger, more
productive relationships.
I-Speak Your Language ®
Through a self-scoring questionnaire, this workshop gives participants
a personal profile of their predominant communication style - Intuitor,
Thinker, Senser, or Feeler - as well as back-up and "under stress"
styles. Designed to promote team development through increased
self-awareness and identification of the styles of others, the
questionnaire can be used as the basis for discussions that will help
employees to maximize the strengths of their communication style and
minimize the drawbacks. Participants learn how differences among team
members can enhance or hinder their ability to work effectively with
each other.
Myers Briggs Communication Style Indicator
Building a good team starts with recognizing that people communicate
differently, and appreciating individual communication types. The Myers
Briggs Type Indicator helps us to recognize communication styles
beginning with our own and use type to enhance team communication and
effectiveness.
Exploring Cultural Differences in the Workplace
Students will gain an understanding of how cultural identity and
values, time orientation and dimensions of culture impact effective
communications and will develop strategies to improve cross-cultural
communications. This class integrates an understanding of these
cultural dimensions in workplace situations.
Business Writing
This course helps participants present written ideas in a way that is a
pleasant, dignified, accurate and clear image of the message and your
company. The program is a comprehensive review of the letter writing,
email construction, editing and organizing skills necessary to succeed
in business. Participants will be able to: tailor the message to the
audience; organize the information for the greatest impact; use
principles of clear writing to gain and maintain interest of the
reader; apply the appropriate tone and language for the message and
business goal; proofread and edit to perfection; demonstrate email
etiquette expertise; and revise templates with accuracy and ease.
E-Communications
In this experiential class, students learn and apply skills to be more
effective through their email communications. Topics covered include:
email etiquette, tone, organization and formatting for impact, and
learning how to determine when an actual meeting or phone conversation
should take the place of email.
Presenting with Skill & Confidence
In this 2-part workshop, participants will learn 5 Key Steps for
providing an effective presentation; gain confidence in your ability to
speak in front of a group; understand the different types of
presentations; learn techniques for properly and logically organizing
your presentation; understand the important information to acquire
about your audience and speaking situation; learn tips for designing
quality and eye catching transparencies and flip charts; gain insight
on how to create powerful 'audience-getting' openings, logical
transitions and memorable conclusions; practice professional delivery
techniques; design speaker's note cards; and develop a personal
continuous improvement plan.
Advanced Presentation Skills/Video Lab
In this 2-part workshop, participants will lead a "practice"
presentation, honing their presentation skills through feedback from
peers, one-on-one coaching and self-reflection on a videotaped copy of
the individuals' presentation. Students will participate in skill
building activities based on their areas for improvement and will lead
a presentation a second time with modifications made based on the
feedback and self-reflection. Use of PowerPoint presentations will be
included in the skill building exercises.
Great Meetings! Great Results
In this 2-part workshop, you will learn that managing a successful
meeting takes planning, preparation, a host of facilitation skills and a
bag full of process tools. This workshop based on the book Great
Meetings! Great Results, is designed to help you understand the
important steps for planning and designing a great meeting and to give
you a variety of facilitation tools and techniques for managing
meetings including: an understanding of what makes meetings work;
understanding group dynamics; listening on several levels; summarizing
and clarifying; managing conflicts and interventions; and using
graphics.
Back to Top ^
CUSTOMER SERVICE PROGRAMS
Guiding Customer Conversations®
On any given day, service providers must be prepared to handle a wide
range of customer interactions: simple to complex, clear to confusing,
informational to emotional. It's the service provider's job to ensure
each transaction reaches a purposeful and satisfactory conclusion, and
that the customer feels well treated and cared for every step of the
way.
Serving a World of Customers®
Service providers learn and apply skills for providing helpful,
sensitive and respectful service that is tailored to customers' unique
needs. Participants will be able to describe the benefits of improving
service to customers who have unique needs related to physical ability,
language, technology, or service expectations. They will learn how to
clarify unique customer needs and generate options for actions needed
to meet those distinct needs.
Reaching for Stellar Service®
To provide the kind of service that creates customer loyalty,
organizations need people with strong interpersonal skills, a
"can-do"attitude, awareness of the wider organizational context in
which they work, and daily commitment to delivering exceptional
service. This module explores the value of stellar service and the role
in the service provider in achieving it.
Caring for Customers®
Providing stellar service isn't only about meeting customers' business
needs; it's about acknowledging and responding to the person behind the
service request. Even the most timely, accurate, and thorough service
won't win customer loyalty unless customers feel recognized and valued
as individuals. The ability of service providers to relate to customers
on a human level lies at the core of stellar service.
Healing Customer Relationships®
Serving upset customers is a challenge for both new and experienced
service providers. Working with a customer who has had a bad experience
with the organization demands extraordinary patience and tact. Research
shows, however, that the effort can restore the customer's loyalty,
while creating a relationship that is stronger than it was before. The
purpose of this module is to develop skills that will help service
providers serve customers who are concerned, angry, or upset after a
service breakdown.
Dazzling Your Customers®
One of the most effective ways a service provider can delight customers
and create long-term customer loyalty is to pleasantly surprise the
customer - do something above and beyond customers' expectations that
makes him or her feel special. Because a dazzling action catches the
customer off guard, the experiences stick with him or her, and the
customer advocates the company's products and stellar service to
others. Ultimately, customer loyalty is enhanced.
Reaching for Stellar Service®: Coach's Version
In this module, service coaches define stellar service based on their
own experience as customer, and discuss the goal of stellar service -
customer loyalty - and its benefits. They also explore the concept of
defining moments, which are the points in time when customers judge the
service they receive. And they discover that the service providers they
coach perform the central task of creating positive defining moments
for their customers.
Recognizing Others for Stellar Service®
In this module, service coaches explore three key actions for
recognizing others. Recognition is most effective when recipients
believe that they are valued for the contribution they are making to
the organization, to their co-workers, and to the customer experience.
Knowing this helps service coaches deliver powerful recognition that
inspires stellar service performance and builds relationships.
Back to Top ^
PROJECT MANAGEMENT
The Art & Science of Project Management
This is an introductory course for individuals who are asked to manage
small to medium sized projects as part of their day-to-day work. The
art of project management includes leadership skills in communication,
delegating, coaching and motivating others. The science of project
management includes the initiation, planning, controlling, execution
and closing stages of a project.
Back to Top ^
TEAM BUILDING
Myself as a Trust Builder Workshop
Helping individuals look at themselves as Trust Builders is the essence
of this program. Any person will benefit from this program for it allows
them to be honest with themselves about situations where they could
have been more trustworthy. Most importantly, it gives them an approach
for strengthening their trustworthy behaviors.
Leader as Trust Builder Workshop
Having strong, effective skills to build trust in the workplace is
recognized as a valuable leadership asset. A skills assessment is at the
core of this workshop,enabling leaders to evaluate their strengths and
challenges in building trust. Using the assessment and a series of
interactive activities, they explore trust within the four Elements:
Able, Believable, Connected and Dependable.
Trustworks! 360 Online Leadership Assessments
The online 360-degree assessment tool is the more powerful, effective
way for a leader to gain valuable insight about possible improvement
areas. It is based on data that goes beyond self-perception by getting
the perspective of others about one's trust building skills. A leader
receives feedback from several raters: his/her boss, peers and direct
reports. This Leadership Assessment includes a comprehensive report
with an analysis within four trust Elements, an Action Plan and a Trust
Development Resource.
Back to Top ^
HEALTH CARE
Certified Nursing Assistant
Are you looking for a new career? Becoming a Certified Nursing
Assistant is a great way to join the rapidly growing field of
healthcare. Take the first step with our 168-hour program, which
includes both classroom and clinical instruction. Once completed, you
will be eligible for the test that will certify you as a CNA in the
state of Maine. CNA programs are offered throughout the year at
partnering healthcare facilities. For more information, please contact:
Barbara Bellicose, CNA Coordinator
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
or 207.741.5584
Critical Care Transport Program
This intensive course offers the foundation which will prepare the
paramedic, respiratory therapist or nurse to become a critical care
transport specialist. The 80+ hour course covers topics including:
Critical Care Environment, Breathing Management, Surgical Airway
Management, Hemodynamic Management, Cardiac Management, Pharmacological
Management, GI, GU, and Renal Management, Neurological Management,
Transport Considerations and Special Considerations. This course is
offered in partnership with the University of Maryland Baltimore County.
Back to Top ^
WORKSHOPS FOR NON PROFITS & FOUNDATIONS
Introduction to Federal Grant Writing
This half-day workshop with a focus on federal grant writing is
designed for first time or beginning grant writers. Learn how to find
grant opportunities, manage the grant writing process and develop
fundable federal grant proposals.
Introduction to Foundation Grant Writing
This half-day workshop with a focus on foundation grant writing is
designed for first time or beginning grant writers. Learn how to find
grant opportunities, manage the grant writing process and develop
fundable foundation grant proposals.
Successful Fund-raising for Non-Profits & Foundations
In this half-day workshop, participants will explore the fund-raising
cycle and learn the importance of establishing a strategic plan that
focuses on marketing principles. Certain fundamental steps need to be
taken to lay the groundwork for making a compelling case for the
various appeals for support. Participants will be able to identify the
"what" and the "how" of action steps that need to be taken to make
fund-raising plans effective.
Strategic Planning & Board Development
One of the most prominent concepts in management is the idea of
strategy. In this half-day workshop, participants will explore how
strategy prepares organizations to deal with an uncertain future and
how the strategic choices determine how they position themselves in the
marketplace.
Back to Top ^
LICENSING & CERTIFICATION
Electrical Code Update 2008
This 15-hour course provides a current update of the 2008 National
Electrical Code in preparation for the license renewal exam.
Refrigeration and Air Conditioning
This 45hour course teaches the student basic refrigeration and air
conditioning as used in commercial applications. This course includes
theory, materials (including alternative refrigerants), tools, systems,
and applications. It is taught from a service person's point of view.
Necessary requirements for becoming certified in the use of refrigerant
recovery equipment will also be covered.
This 45-hour course teaches the student basic refrigeration and air
conditioning as used in commercial applications. This course includes
theory, materials (including alternative refrigerants), tools, systems,
and applications. It is taught from a service person's point of view.
Necessary requirements for becoming certified in the use of refrigerant
recovery equipment will also be covered.
High Pressure Boiler Operator
This course prepares student to operate high-pressure boilers and to
take the High Pressure Boiler Operators Exam and/or the 3rd or 4th
class engineer's exam. Satisfactory completion of the course earns the
student 3 months credit toward the 6-month permit time required by the
State of Maine to take the HP Boiler Operators Exam. The exam is not
part of the course. The student must meet 1 of these requirements in
order to enroll in this course: 1) Hold a High Pressure Boiler
Operator Certificate; OR 2) Hold an Engineer's License; OR 3) Work in
a high-pressure boiler room.
Propane & Natural Gas
This 90-hour course is designed to qualify students for the State of
Maine Propane/Natural Gas License. Propane materials are from the
National Propane Association Certified Employee Training Program
(CETEP). Exams for the following job classifications are included in
the course: Basic Services, Appliance Installation, and Appliance
Service.
Large Equipment Endorsement
Designed to qualify students for the State of MainePropane/Natural Gas
Large Equipment License. Propane materials are from the National
Propane Association Certified Employee Training Program (CETEP). CETEP
testing included in course. Pre-requisite: Current State appliance
service and connection license or completion of Propane/Natural Gas
course (HT-S09).
Maine Plumbing Code
This 36-hour course covers a review and interpretation of the Maine
Plumbing Code. This information is designed to assist the crafts-person
that is interested and eligible to take the state plumbing examination.
The exam is not part of the course.
Back to Top ^
|
