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Course Criteria
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2.00 Credits
Electronic mail-often abbreviated as e-mail or email is a method of creating, storing and transmitting text messages. This two hour seminar is designed to assist users in realizing how important these communications are and educating employees on what can and cannot be said in an email to protect users and employees in awkward liability issues. 0.200 Continuing Education Units 2.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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6.00 Credits
Develop new skills in identifying and satisfying customer needs and become an indispensable asset to any organization. This course will help you discover the best methods for measuring customer service and for applying the principles of consumer behavior to your business. Effective telephone techniques are also incorporated into this course. 0.600 Continuing Education Units 6.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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4.00 Credits
Customer Service is critical to the success of organizations today. This course is the management version of the customer service course which is offered to direct contact associates and team members. This course focuses on ways to develop a culture of effective customer service. In addition, it offers ways to coach employees to improve performance from a customer service perspective. The focus is on the role of the individual manager as well as the manager s department in developing and maintaining a positive customer service environment. 0.400 Continuing Education Units 4.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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4.00 Credits
Customer Service is critical to the success of all organizations today. Each of us has customers, either internal customers to our organization or customers external to our organizations, or both. The course is an A to Z review of the tenets of exceptional customer service, ways to improve customer service, pitfalls to avoid, and suggestions on ways to implement and maintain an environment that promotes exceptional customer service as its primary focus. 0.400 Continuing Education Units 4.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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7.00 Credits
This course is designed to introduce, facilitate, and measure organizational change in the workplace. It covers the introduction of new ideas and practices and how to solve problems related to their implementation. Topics include: examining corporate vision and mission statements, setting achievable goals, making effective decisions, as well as recognizing, anticipating, and effectively managing change. Other topics covered in the course include preparing for corporate change and exploring ways to embrace change on an ongoing basis. The long-term effect of change on the individual, group, and organization will also be covered. 0.700 Continuing Education Units 7.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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7.00 Credits
This course is designed to present an awareness of the diversity within today s multicultural workplace. The course will cover the skills necessary to understand the dynamics of the diverse workplace, as well as to develop a greater appreciation for cultural variations and individual differences. Topics include: how to develop an awareness of the values and skills necessary to work with diverse population groups. A particular emphasis will be on attitudes and competencies that are important in effective practice with populations culturally different than one s own. Some of the variables associated with diversity include race , gender, religion, age, appearance, physical features, disability, social class, language, sexual orientation, and geographical identity. Other topics covered in the course include basic concepts and perspectives in ethnic relations, multicultural trends, societal interaction patterns, and methods of conflict resolution. The impact of working with people from major ethnic groups, as well as the changing roles of individuals, families, and groups within subcultures will also be covered. Special Note: This is a course on diversity, which means many sensitive and controversial topics will be discussed. Students are encouraged to be open-minded, and to respect the views of others at all times. 0.700 Continuing Education Units 7.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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7.00 Credits
This course is designed to discover principles and value systems for ethical decision making as well as how to develop the skills for servant leadership. The course will cover how people think and act when confronted with ethical choices while in a leadership role and explore the principles or standards of human conduct relating to what is considered to be "right" or "wrong" "good" or "bad". Special emphasis will be given to leadership roles within the corporate culture. Topics include: how to determine what is ethical or unethical in the workplace, learning to serve by example, establishing standards for professional behavior, and understanding the corporate culture. Other topics include the ethics of using people by leaders, understanding the value systems of others, the dynamics of group decision making as well as how to comply with obedience to authority. 0.700 Continuing Education Units 7.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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3.00 Credits
The Disney Company is recognized worldwide as a leader in all aspects of management and service provision. This training will provide participants an opportunity to learn firsthand about the unique ways the Disney Company harnesses its human resources to provide outstanding leadership, well known customer service, and other ways to delight its customers of all ages. The course will focus on the Disney motto of Dream, Believe, Dare and Do. This philosophy was developed by Walt Disney, founder of the company and is carried on today by the managers and employees within the Disney organization. Ideas learned in this course may be readily applied in any workplace setting. 0.400 Continuing Education Units 4.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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3.00 Credits
When you think of a successful team what type of team comes to mind, perhaps the military's elite Special Forces Or is it a sports team What does leadership look like within a successful team Is it a single individual or does leadership shift based upon the team's current need and the individual skill sets of the members We will explore these questions and others as we study the basic fundamental of a successful team, teamwork. 0.300 Continuing Education Units 3.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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3.00 Credits
"That's not what I meant," an all too common response to a misunderstood communication that costs businesses millions of dollars in lost productivity each year. This interactive study looks at the three communication elements, the communication cycle; what communication medium to use and when; and various communications styles, including your own. Where common breakdowns occur that result in incomplete or misinterpreted messages will also be discussed. Prerequisite: Currently, or will be, in a team leader, manager or senior leader role where a group reports directly to you. 0.300 Continuing Education Units 3.000 Lecture hours Levels: Continuing Education Schedule Types: Lecture Continuing Education College Continuing Education Department Course Attributes: CEU Career Development, Supplemental Course
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