Employee Training & Development

ELOD Offerings

Employee Learning & Organizational Development offers a wide variety of programs and courses to meet your needs.  For more information, click the desired link on the menu on the right side of this page.

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View our schedule of course offerings for this academic year.

Register for courses offered by Employee Learning & Organizational Development, including PeopleSoft classroom training and the College Leadership and College Office Professionals Programs using @ Your Service.

For assistance with using @ Your Service for course registration, use the tutorial written specifically for your role:

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Register for Training: Manager

 

 

 

 

College Leadership Program

Providing relevant information and opportunities essential to successful HCC leaders

The HCC College Leadership Program (CLP) is a year-long 72-hour certificate program designed to enhance the success of supervisors, department chairs, and administrators. The CLP provides information and resources, a forum for growth and development, a reduction in the “trial and error" method of learning, and opportunities for participants to receive supervisor coaching. CLP goals and objectives are aligned with the American Association of Community Colleges (AACC) Competencies for Community College Leaders: Collaboration – Communication – Resource Management – Organizational Strategy – Professionalism – Community College Advocacy

CLP coursework combines information with opportunities to dialogue with and hear presentations from top HCC executives and administrators. With supervisor coaching, participants conduct a self-assessment, and then develop an Individual Learning Plan focusing on leadership competencies. CLP courses provide participants insight into HCC policies, procedures, and processes on budgeting, finance, payroll, purchasing, accounting, and compensation. Participants learn from subject matter experts about recruiting and hiring practices, managing employee performance, effective leadership, and directing operations. Participants take 10 required courses and choose 12 hours of electives from the professional development courses offered September through July each year. Please click on the links below to see the CLP Schedule and Course Descriptions.

WHO SHOULD ATTEND?
CLP is required for all new supervisors, whether new to supervision or new to HCC, including department chairs and program managers who have full-time individuals reporting directly to them. The CLP is recommended for current supervisors, administrators and department chairs. See the link below for the CLP Enrollment Form.

Full-time, exempt faculty and staff members who aspire to supervisory or department chair positions may participate in CLP through committee selection. See the link below for the CLP Application Form.

WHY JOIN CLP?
CLP Graduates:
• Instill enthusiasm in the HCC workforce for the organization and its mission
• Foster a learning-centered college
• Are skilled at recruiting and hiring people
• Develop the capability and the commitment of the HCC workforce
• Comply with HCC guidelines, policies, and procedures
• Build a strong customer base
• Produce results that enhance HCC financial performance
• Enhance the HCC image
• Act according to HCC professional and ethical norms

HOW DO I GET IN?
Admission to the College Leadership Program is granted via ENROLLMENT or APPLICATION. The Employee Learning & Organizational Development (ELOD) office accepts CLP Enrollment forms and Application packages year round. CLP cohorts begin each fall and spring. The CLP Program Manager will notify you of your participant status.

ENROLLMENT: If you are currently a full-time supervisor, department chair, program manager or administrator: Complete and submit an enrollment form to the ELOD office. The CLP Enrollment form must contain the signature of your immediate supervisor. Mail your completed Enrollment form to MC 1175 or FAX it to 713-718-8621.
OR
APPLICATION: If you aspire to a supervisory position and:
• Are a full-time EXEMPT staff member who has been employed at HCC at least three years,
• Have a Performance Excellence Program Evaluation rating of “Professional Performance” or above, and
• Can obtain a written recommendation from your supervisor, then:
Complete and submit the application form. The CLP Application must contain the signature of your immediate supervisor. Include a copy of your most recent Performance Evaluation, a letter of recommendation from your immediate supervisor, and a one-page response to the three CLP Application questions. Mail your completed application package to MC 1175 or FAX it to 713-718-8621.

WHAT WILL I LEARN?

Click on the titles below to view complete course descriptions for required classes:

Avoiding Litigation Landmines

Beginning the Leadership Journey

Bringing Out the Best in Others

Compliance with Equal Employment Opportunity (EEO) Law

Creating a Positive Work Environment

Enhancing Employee Performance: Communicate, Coach & Clarify (formerly Mastering Performance Reviews)

Finance & Accounting for Higher Education Managers

Managing Leave, Compensation & Payroll

Operational Effectiveness & Efficiency

Recruiting, Hiring & Developing Talent

HOW DO I TAKE CLASSES?

CLP participants, supervisors, managers, department chairs and/or administrators may review the CLP Course Schedule and register online using @ Your Service.

CLP GRADUATES

Check out the list of HCC leaders who are also graduates of the College Leadership Program.

 

College Office Professionals Program (COPP)

The College Office Professionals Program (COPP) is a certificate program designed to provide new secretarial and administrative support staff with knowledge and skills needed to integrate quickly into the HCC workforce. Participants receive mentoring and on-the-job training, and attend professional development courses.

WHO SHOULD ENROLL?
COPP is required for all new secretaries and administrative support staff.
Experienced staff may also enroll. COPP classes offer skill-building opportunities for both new and experienced employees.

WHAT’S IN IT FOR ME?
    Learn practical strategies, guidelines and step-by-step procedures
    Sharpen skills and develop your potential
    Network with colleagues throughout HCC
    Contribute to team success
    Increase effectiveness and professional accomplishment
    Improve customer satisfaction

ON-THE-JOB TRAINING & MENTORING
Training modules in the COPP Desktop Reference (hardcopy provided during the Program Overview) provide instruction in necessary tasks to complete your daily duties. Each module has a particular objective, or task to be mastered. The modules are relatively short and should not last more than 30 minutes per session.

Each COPP participant is paired with a COPP Mentor, who will conduct on-the-job training sessions, and confirm successful performance of all tasks in the modules. Mentors, who are experienced HCC office professionals, will answer questions, provide tips and share their knowledge and expertise.
Mastering the modules is a mandatory component of the College Office Professionals Program.

ON-THE-JOB TASK MODULES
 
Financial Procedures

Maintain Inventories

Process Budget Adjustment

Process Direct Pay Requisition

Process Mileage Reimbursement

Process Petty Cash Reimbursement

Process Travel Reimbursement

Human Resources Procedures

Reporting Time for Non-Exempt Employees

Process Application for Leave

Process Part-Time Hires

General Office Procedures

Coordinate Arrangements for Meetings/Conferences

Establish & Maintain Departmental Filing System

Move/Transfer Records

Prepare Mail

Process Copy Center Request

Process Publication Request

Process Telecommunication Work Order Request

When you have completed all the modules, you, your mentor and supervisor will sign the Training Checklist found in the Desktop Reference and submit it to the Employee Learning & Organizational Development (ELOD) office, Mail Code 1175, FAX 713-718-8621. The ELOD office maintains a database that tracks your progress and will issue the COPP Certificate of Achievement after you complete the training modules and the professional development classes.

CLASSROOM TRAINING
Classroom sessions provide practical strategies and guidelines, help sharpen skills, and offer opportunities for stimulating discussions with colleagues. To earn the COPP Certificate of Achievement, participants must complete seven required classes and six hours of electives. Register for classes online using @ Your Service.

Required Courses
• COPP Overview (2 hours)
• Advanced Connections (8 hours)
• Appreciating Differences (2 hours)
• Effective Communication (3 hours)
• How to Manage Competing Demands (3 hours)
• Stress Management (2 hours)
• Working in Teams (3 hours)

Elective Courses - Must Complete 6 Hours
• Bridge the Generation Gap (3 hours)
• Business Etiquette (3 hours)
• Dealing with Difficult Customers (2 hours)
• Exhibit A: Electronic Communications in the Workplace (2 hours)
• MS Office Training (varies) ***
• PEP for Employees (3 hours)
• Stereotypes...Fact or Fiction? (2 hours)
• Turning Conflict into Opportunity (2 hours)

*** MS Office Training may be taken as a traditional class or through HCC’s Ultra Online Training Program. You must provide a certificate of course completion. The number of elective hours obtained would be the number of actual class hours attended.

HOW DO I ENROLL IN COPP?
To enroll in the College Office Professionals Program and work toward the COPP Certificate of Achievement, complete a COPP Program Enrollment Form, obtain your supervisor’s signature, and submit the completed form to the ELOD office at MC 1175, or FAX to 713-718-8621. 

HOW DO I REGISTER FOR CLASS?
Review the COPP Class Schedule and Course Descriptions, then register for COPP classes online using @ Your Service.

COPP courses are open to all full-time and part-time employees. You do not need to be enrolled in the program to attend individual courses.

FOR MORE INFORMATION

Employee Learning & Organizational Development Office
Mail Code 1175
Phone 713-718-8614
Fax 713-718-8621
E-mail: ELOD@hccs.edu

COPP Program Manager

Jan Heidke

Phone 713-718-8607

E-mail jan.heidke@hccs.edu

PeopleSoft Training Opportunities

What Training Do I Need?

Good Question! Everyone at HCC has a particular role that they perform using PeopleSoft. Some may have multiple roles, while others may only have a single role. Regardless, it is important to understand, and know what you will be doing in PeopleSoft. Your supervisor is an excellent starting point to answer these questions. For instance, will you be working in the Human Resource, Finance, or Student Administration system? What will you be doing in that particular module?  Below are listed some of the roles that are performed in each system:

Human Resources

Compensation & Benefits
Employee Learning & Organizational Development
Employee Records
Employee Relations
Payroll
@ Your Service
PEP

Finance

Purchase Order
Accounts Payable
Cash Management
Grants & Contracts
Budget Control
Accounting
Assets Management
Requisitions and Receiving
Budget Authorities

Student Administration

Enrollment Specialist & Registration
CEU/NCR Class Scheduling
SEVIS Users
SCH Class Scheduling
Adult Education & AHS Class Scheduling
Campus Coordinator
Counselor & Advisor
Librarians
Cashiers
Campus Financial Aid
System & Campus Testing Specialist
Bursar I & II
System Cashier
Grants & Contracts
System Financial Aid
System Registrar Office
Faculty

Access Training

Register for PeopleSoft Classroom Training

Look for two NEW offerings:

PeopleSoft Student Administration v.9 Introduction: Financial Aid and Student Financials

PeopleSoft Student Administration v.9 Introduction: Student Records, Admissions & Campus Community

Frequently Asked Questions about Version 9 Training

Self-paced Training

Accessing PS SA Version 9 Online Training

UTRAIN for Student Administration and Finance

UTRAIN for Faculty & Non-faculty Employees - PeopleSoft PEP

UTRAIN for Supervisors - PeopleSoft PEP

 

Tuition Reimbursement (EHEP)

HCC encourages full-time employees to pursue higher education and professional development by offering partial tuition reimbursement through its Employee Higher Education Program (EHEP). The EHEP applies only to college-level courses at an accredited institution or approved certification programs. HCC Board Policy C:19, Professional Development, and Procedure C.19.1.3, Employee Higher Education Program, govern the program.

The EHEP is divided into two tracks:

Track I: JOB-ESSENTIAL
College-level courses that provide required essential skills or specific knowledge for a full-time employee’s current job. Employees in this track will enroll in individual courses rather than an entire degree program. The employee’s supervisor together with the employee will determine if a course falls under this track. The employee must submit an EHEP application and a Memorandum from his/her supervisor explaining the relationship of the course content to the job. If approved, a portion of tuition is eligible for reimbursement.  The supervisor and employee mutually agree on time off from work, depending on office workload.

Track II: DEGREE SEEKING
Courses leading to a Bachelor, Master, or Doctorate Degree at an accredited institution, HCC Certificate, HCC Associate Degree, or initial Professional Certification from an industry-approved program. Eligible employees must apply, meet selection criteria and obtain approval from immediate supervisor. If approved, employees in Track II may receive reimbursement of a portion of tuition.  An employee approved for Track II may not also take time off from work to attend class.  The number of participants in Track II may be limited.  HCC Employee Tuition Waiver also applies.

Both Track I and Track II require supervisory approval. The applicant’s supervisor should be consulted during the planning process to insure that all requirements are met, and for advice on the relevance of the employee’s chosen career field to HCC business.

ELIGIBILITY REQUIREMENTS

ELIGIBILITY FOR TRACK I: JOB-ESSENTIAL
In order to be eligible for the Job-Essential Track, the following minimum criteria must be met:

  1. Full-time employee of HCC whose current job requires additional knowledge or skills that can best be met by a college course.
  2. Must submit a completed EHEP Application to the HR/ELOD office by the published deadline date.
  3. Must submit a Memorandum from the supervisor explaining how the selected course can best meet the employee\'s immediate job training need, with the EHEP Application by the published due date.
  4. Course must be at an accredited institution.

ELIGIBILITY FOR TRACK II: HCC ASSOC/CERTIFICATE • BACHELOR • MASTER • DOCTORATE
In order to be eligible for Degree Track while pursuing HCC Certificate, HCC Associate Degree, or Bachelor, Master, or Doctorate Degree, the following minimum criteria must be met:

  1. Full-time employee of HCC for at least one continuous year prior to the start date of the course.
  2. Must submit a completed EHEP Application to the HR/ELOD office by the published deadline date with appropriate signatures and the following required attachments:
      1. HCC Certificate, HCC Associate Degree - Must submit a HCC Degree Plan with first EHEP Application. Degree plan must be submitted with subsequent EHEP Applications only if the degree plan has been changed.
      2. Bachelor Degree - Must submit a letter of acceptance into an accredited educational institution and degree plan with first EHEP Application. Degree plan and/or letter of acceptance must be submitted with subsequent EHEP applications only if the degree plan and/or school enrollment has changed.
      3. Master or Doctorate Degree - Must submit a letter of acceptance into specific graduate program at an accredited educational institution and degree plan with first EHEP Application. Degree plan and/or letter of acceptance must be submitted with subsequent EHEP Applications only if the degree plan and/or school enrollment has changed.
  3. Satisfactory work performance is required.
  4. Approval of immediate supervisor.
  5. Enrollment in a degree/certificate program leading to a career that would benefit HCC.
  6. Course must be on the employee\'s degree plan and must earn a minimum of three credit hours.
  7. Receive and continue to receive a "C" or better in all coursework within the EHEP.


ELIGIBILITY FOR TRACK II: PROFESSIONAL CERTIFICATION
In order to be eligible for Degree Track while pursuing a Professional Certification, the following minimum criteria must be met:

  1. Full-time employee of HCC for at least one continuous year prior to the start date of the course.
  2. Courses must lead to, and be required for, an initial Certification only. Courses taken to maintain a Certification are not covered by the EHEP.  Test-prep courses are not covered by the EHEP.
  3. Certification must be from an industry-approved provider who is recognized by an accrediting agency of the Certification. Vendor name, address, and certification number must be provided.
  4. Employee must submit a completed EHEP Application to the HR/ELOD office by the published deadline date with appropriate signatures and the following required attachments:
    1. Completed EHEP Justification Form in which the employee relates the Certification to a career benefiting HCC (current or future Position).
    2. Vendor\'s documented set path of classes leading to the Certification.
    3. The EHEP Application must be submitted every semester.  The Justification Form and path of classes must be submitted with subsequent EHEP Applications only if there is a change in the plan or school.
  5. Satisfactory work performance is required.
  6. Approval of immediate supervisor.
  7. Receive and continue to receive a passing grade (whatever is required as a "passing" grade for the Certification) in all coursework.
  8. Receipt showing the exact cost of the course must be submitted at the end of course for reimbursement purposes. (No cancelled checks.)

FUNDING SOURCE

Funding comes from HCC auxiliary funds. The amount available each year is determined by the HCC Board of Trustees. The HR/ELOD office manages the budget and, with college input, recommends the amount of yearly funding based on participation in the program and higher education costs.

NUMBER OF PARTICIPANTS

The number of employees enrolled in the EHEP at any one time is limited by funding.

SELECTION CRITERIA: If more applications are received than can be funded, the individuals accepted for the program will be selected by a committee based upon the following factors:

    1. First priority:       Job-Essential Track
    2. Second priority:  Individuals who have not previously utilized the program
    3. Third priority:     Order in which complete EHEP Applications and all required documents are received by ELOD (date and time)

WHAT HAPPENS IF I HAVE TO CHANGE MY COURSE?

If you were approved for EHEP Track II, pursuing Certificate/Degree/Certification, and you changed courses after your EHEP Application was approved, you must complete the online EHEP Change of Course Form and submit it to the HR/ELOD office no later than two weeks after the start date of your approved course, which is listed on your EHEP Notification Memo.  You will be ineligible for reimbursement if ELOD does not receive the completed Change of Course Form within those two weeks.

REIMBURSEMENT AMOUNTS & PROVISIONS

The maximum lifetime EHEP reimbursement benefit is $10,000 per employee.  Reimbursement for college credit courses is a flat amount per semester, no matter how many courses are taken. Reimbursement applies only to tuition, not books. If enrolled at HCC, the HCC tuition waiver can be used for Associate Degree and Certificate program courses, in addition to the EHEP reimbursement. The EHEP will not reimburse for a Professional Certification program being funded through another HCC source. Continuing education courses are not included in the EHEP program unless they are part of an approved Professional Certification program.

REIMBURSEMENT FOR TRACK I: JOB-ESSENTIAL

  1. Course taken at HCC: up to $150/semester.
  2. Course taken at accredited four-year educational institution: up to $700/semester.

REIMBURSEMENT FOR TRACK II: DEGREE SEEKING

  1. HCC Certificate/Associate Degree: up to $150/semester, maximum of $450/year.
  2. Bachelor Degree: up to $700/semester, maximum of $2100/year for coursework taken at four-year educational institution; up to $150/semester for coursework taken at HCC.
  3. Master or Doctorate Degree: up to $700/semester, maximum of $2100/year.
  4. Professional Certification: Cost of course up to $700/semester, maximum of $2100 per year.

HOW TO APPLY

  1. All applicants must complete and submit the EHEP Application every semester.
  2. Applicants for Track II Professional Certification must also complete the Justification Form.
  3. Sign the application. Then, request your supervisor to sign Section 7 and return the application to you.
  4. When you receive it back from your supervisor, make sure all questions are answered
  5. Attach all required documentation.
  6. Submit the completed, signed form and attachments to the HR/ELOD office by the deadline date.  E-mail to ELOD@hccs.edu, or fax to 713-718-8621, or mail to MC 1175.  The completed, signed application and all required attachments must be received in ELOD by the deadline date.
  7. Late applications will not be accepted.

Applicants will be notified within 10 business days after application deadline of acceptance or non-acceptance.

DEADLINES FOR COMPLETED APPLICATION PACKETS ARE:


• July 22 for Fall Semester (class dates between Aug. 15 – Dec. 31)
• December 1 for Spring Semester (class dates between Jan. 1 – May 31)
• May 8 for Summer Semester (class dates between June 1 – Aug. 14)

All deadlines are midnight, Central Standard Time (CST).  If deadline falls on a weekend or holiday, the applications will be accepted on the next business day after the deadline.

EHEP FORMS

EHEP Application

Justification Form (to be completed for Track II: Certifications only)

Change of Course Form

POST-COURSE REQUIREMENTS

  1. All EHEP participants, in both tracks, must submit to the HR/ELOD office a grade report within 30 days of course completion. The student grade report from your institution must show: employee\'s name, school name, term, course name, course number and final grade. Reimbursement will not be processed until this grade report is received within the deadline period.
  2. Employee must have received a grade of "C" or better in the approved course.

  3. Employee must be employed full-time with HCC on the date the reimbursement check is issued.

  4. Track II participants approved for Professional Certification must submit a receipt showing exact amount paid  and a transcript or grade report indicating a passing grade (whatever is required as a “passing” grade for the Certification).

Please Note: On an average, it takes 3 to 4 weeks to process reimbursement checks after grades are received by ELOD.

VIEW YOUR EHEP HISTORY ONLINE

You can view your EHEP history in your Training Summary in PS @ Your Service.  (Navigation:  Log in to @ Your Service > Employee Self Service > Employee Home > Training & Development Home > Training Summary.)  For a chart of EHEP reimbursement rates by year and a key to the “Status” column on your Training Summary, click here.

OTHER PROVISIONS

This program does not change the ability of individual employees and their supervisors to adjust the employee’s work hours so that the employee may attend classes. The extent to which adjustments may be made are limited only by statutory requirements and the efficient operation of the department during normal business hours. Individuals enrolled in higher education programs (including doctoral programs) are subject to the requirement to work forty (40) hours per week.

FREQUENTLY ASKED QUESTIONS

 

Self-Study Courses

Professional development courses from Fred Pryor Training and Crisp Learning are available to all HCC employees. Each course consists of a workbook and an interactive CD-ROM or DVD(s). Contact the ELOD Office by e-mail at elod@hccs.edu or by telephone at (713) 718-8614 for more information and to check out the materials.

Fred Pryor Training Resources

Professional Telephone Skills (2 DVD plus workbook)
Make every call more positive & productive. The telephone is often your first contact with customers and clients. It is imperative that you and your employees make a positive, lasting impression every time. Professional Telephone Skills gives you a crash course in the communication techniques that everyone — from receptionist to executive — should know and practice. You will learn specific skills to help you deal with angry and abusive callers and end every call with a mutually beneficial resolution.  When you talk to a caller, you are not just speaking for yourself — you are representing your entire organization. Make sure you are displaying the professional, polished image your organization wants to project.

Project Management (DVD plus downloadable workbook)
Guaranteed to help you complete your projects on time, on budget, and on target.  Competent, creative project management is a key professional skill. Based on extensive surveys and interviews, this program pinpoints and clarifies the specific abilities needed by today\'s successful project managers. You will learn how to keep projects under control while encouraging teamwork, effective methods for prioritizing, and how to deal ethically with office politics and much more.

Management Skills for New Managers & Supervisors (2 DVD)
Meet the challenges and overcome the problems faced by every new manager & supervisor.
The transition to management can be an exciting, yet difficult time. Taking responsibility for your employees, motivating them in their work, and being a good leader are necessary skills that take time and practice.  This course is your guide to making the transition to a position of authority smoothly, equipping you to meet the challenges of your new responsibilities.

Self-Discipline & Emotional Control (DVD plus workbook)

Learn to stay calm and productive under pressure.  Does your temper ever get you into trouble? Do you sometimes rub people the wrong way? When was the last time you promised to change a habit?  Did you follow through? Self-Discipline & Emotional Control will help you change your negative behaviors permanently. This powerful system is based on rational-emotive behavior therapy, which uses some of the most effective tools in modern psychology. Presented by Dr. Tom Miller, this program will give you strategies to help you handle crises and reduce stress, methods for reducing compulsive behavior (ideal for weight control), and techniques to remain in control and ease pressure.

How to Manage Multiple Projects, Meet Deadlines, & Achieve Objectives (DVD plus workbook)
Gain more control over your time, tasks, and priorities than you ever thought possible.  Do you have trouble balancing priorities, lose track of deadlines, or simply have too much to do at once? This program will show you how to get things done, control stress, master your goals, and achieve your objectives. Learn how you can easily handle the most impossible priorities and demands without long workdays, stress-filled schedules, and panic that might have plagued you in the past. Discover the practical tools, tips, and ideas that can help you take complete control of your job — and never feel overwhelmed again!

How to Deliver Exceptional Customer Service (DVD plus workbook)
Put the WOW in your customer relationships and keep them for life!  Today\'s business environment is getting more competitive every day. Customer loyalty has become a quaint, old-fashioned notion. Customers shop around. And service that WOWs the customer is crucial in securing new business and preserving those long-standing associations with valuable clients. The bottom line: satisfied customers equal success!  Professional customer contact is a learned skill — something everyone in your organization can improve by developing new skills and keeping effective ones well practiced. This best-selling program provides the best advice available on how to WOW your customers and keep people coming back to your business.  The principles of conscientious, personalized customer service in this program will give you the edge on your competitors, the insight to win new clients, and the practical know-how to keep them coming back indefinitely!


Mistake-Free Grammar & Proofreading (2 DVD plus downloadable workbook)
Get a firm grip on grammar rules and learn to proofread with perfection.  Have you ever had a memo or letter returned with typos and punctuation errors circled? During a meeting, have you ever sat in silence for fear of sounding unsophisticated? Do you wish that you remembered more of what your grammar teacher taught you?  Your ideas are only as good as your ability to express them.  That is why it is so important to apply systematic grammar rules when you speak and write. Nothing adds more credibility than clear, accurate, and correct communication.

Business Writing for Results (DVD)
Make your words sizzle with clarity and impact!  Every day you work with words. Whether you write memos to co-workers, reports to your boss, or letters to customers, your writing is a direct reflection of your ability, confidence, and professionalism.  This program will give you the skills to write with clarity, impact, and power. Learn the essentials for organizing your thoughts and cohesively shaping them on paper. Overcome writer\'s block and choose words that elicit a positive response. Snappy letters, effective memos, perfect proposals, and clear, organized writing can now be yours.

How to Get Things Done (2 DVD)
Take control of your time, tasks, and priorities, and accomplish more than you ever thought possible.  Time is a precious commodity. Managing it well can mean the difference between staying productive or falling behind. Do you take advantage of every minute at work? Do you have enough time to spend with family and friends? If the answer is no, then you might not be using your time to your advantage. In How to Get Things Done, you will learn to organize your life, manage your time, and improve the quality of your work and personal life. Don\'t waste another minute — begin adding hours back into your days now!

Interpersonal Communication Skills™ (DVD)
Dramatically improve your ability to build constructive and productive relationships. Professional success depends primarily on interpersonal communication skills. Raw intelligence or technical knowledge is not necessarily the key to making fast-track professionals incredibly effective at their jobs. Most of the time, superior skills in interacting and dealing with people are what propel careers, boost productivity, and ensure job satisfaction.

This program offers practical tools and strategies for improving your verbal and non-verbal communication skills. You\'ll soon be making a strong impact on others, easily handling the difficult people in your life, and confidently selling yourself — and your ideas!

 

Crisp Learning Resources

Conflict Management

Handle conflict with more skill and confidence
Identify and resolve disagreement before it gets out of control
Learn the nine key approaches to managing disagreement

Coaching and Counseling

Develop your own coaching and counseling skills
Learn the 10 key methods for giving useful feedback
Recognize the benefits of coaching and counseling in the workplace

Working Together: Succeeding in a Multicultural Organization

Work effectively with people from other backgrounds
Expand your comfort zone
Create an inclusive working environment

Telephone Courtesy and Customer Service

Understand customers\' needs
Ask effective questions
Master proper telephone techniques

Calming Upset Customers

Identify customers\' needs
Defuse anger with attentive listening and empathy
Respond to accusations without becoming defensive

Service Excellence

Connections

Designed to enhance the customer service skills of support staff and to help staff feel more connected to the college, colleagues, and students.

Advanced Connections

An in-depth look at customer service. Designed to enhance the problem-solving, decision-making, and customer service skills of all college employees. Participants need to have successfully completed “Connections” before taking “Advanced Connections”.

Telephone Etiquette for Outstanding Customer Service

The telephone is an everyday tool, often taken for granted. In this seminar, customer service over the telephone is explored, to build effective skills for excelling at using the telephone and its features to serve students and other customers.

Eight Rules of Telephone Etiquette for Outstanding Customer Service

  1. Be courteous and helpful.
  2. Use good communication skills.
  3. Listen carefully.
  4. Transfer properly: avoid the Bureaucratic Bounce.
  5. Accurately take and deliver messages.
  6. Give callers a way to reach a “live” person. Use voice mail sparingly.
  7. Appease the angry caller.
  8. Return telephone calls within 24 hours.

Internal Customer Assessment

Designed by Eileen M. Russo, Ph D for individuals who provide services to others within their own organization, the assessment assists these internal service providers in discovering how well they practice excellent internal service behaviors and what they can do to improve their service skills.

Knock Your Socks Off Service Readiness Assessment

Ron Zemke\'s assessments measure an organization\'s readiness to deliver excellent customer service and pinpoint key areas for improvement.

   To arrange for these programs, contact Employee Learning & Organizational Development
or e-mail: elod@hccs.edu.