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Professional Development

HomeContinuing EducationProfessional Development
ON CAMPUS
Leadership Problem Solving Ethics and Etiquette
Management Diversity Change Management
Supervision Teamwork and Team Building Coaching and Mentoring
Leadership Image Guided Eco Tour Team Building: Paddleboarding and Kayaking Performance Management
Office Politics Interpersonal Skills Project Management
Better Boss Generation Gaps Social Intelligence
Time Management Creativity Creativity and Innovation
Organizational Skills Customer Service Servant Leadership
10 Soft Skills You Need Critical Thinking Comprehensive Introduction to Leadership
Communication Strategies Communicating with Challenging Customers  
Conflict Resolution Emotional Intelligence  

 

ONLINE PROGRAMS
Administrative Professional Human Resources Project Management
Certified Bookkeeper OMCA®  
 
LEADERSHIP
They say that leaders are born, not made. While it is true that some people are born leaders, some leaders are born in the midst of adversity. Often, simple people who have never had a leadership role will stand up and take the lead when a situation they care about requires it. A simple example is parenting. When a child arrives, many parents discover leadership abilities they never knew existed in order to guide and protect their offspring. Learn the techniques of true Leadership and Influence, then build the confidence it takes to lead. The more experience acting as a genuine leader, the easier it will be. It is never easy to take the lead, as it requires making decisions and facing challenges, but it can become natural and rewarding.
 
Objectives:
  1. Define “leadership”
  2. Explain the Great Man Theory
  3. Explain the Trait Theory
  4. Understand Transformational Leadership
  5. Understand the people you lead and how to adapt your leadership styles
  6. Explain leading by Directing
  7. Explain leading by Participating
  8. Explain leading by Delegating
  9. Kouzes and Posner
  10. Conduct a personal inventory
  11. Create an action plan
  12. Establish personal goals

Outline:

  1. The Evolution of Leadership
  2. Situational Leadership
  3. A Personal Inventory
  4. Modeling the Way
  5. Inspiring a Shared Vision
  6. Challenging the Process
  7. Enabling Others to Act
  8. Encouraging the Heart
  9. Basic Influencing Skills
  10. Setting Goals
Registration Fee: $99
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 10/17/18 10/17/18 We 1 8am 5pm
 
 
MANAGEMENT
Traditionally, managers make up the largest managerial layer in an organization. The manager is responsible to those above them and those below them. They head a variety of departments and projects. In order for a company to operate smoothly, it is essential that those in management be committed to the goals of the organization and understands how to effectively execute these goals. It is crucial for businesses to focus on these essential managers and provide them with the opportunities to succeed. No matter the organization's structure or size, it will benefit from employing well-trained managers. Having a manager understand their role in the organization is very important. They are in communication with a very large percentage of the company, and will have a large impact throughout the organization.
 
Objectives:
  1. Define management
  2. Understand ethics in the workplace
  3. Manage information and make decisions
  4. Be familiar with the control process
  5. Use organizational strategies to facilitate change
  6. Create structures and processes to manage teams
  7. Manage as a leader

Outline:

  1. Introduction to Management
  2. Ethics and Social Responsibility
  3. Managing Information
  4. Decision-Making
  5. Control
  6. Organizational Strategy
  7. Innovation and Change
  8. Organizational Structures and Process
  9. Managing Teams
  10. Motivation and Leadership
Registration Fee: $100
# Contact Hours: 8
 
 
SUPERVISION
Supervising others can be a tough job. Between managing your own time and projects, helping team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it. This workshop helps supervisors become more efficient and proficient with information on delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict and administering discipline.
 
Objectives:
  1. Define requirements for particular tasks
  2. Set expectations for your staff
  3. Set SMART goals for yourself
  4. Help your staff set SMART goals
  5. Assign work and delegate appropriately
  6. Provide effective, appropriate feedback to your staff
  7. Manage your time more efficiently
  8. Help your team resolve conflicts
  9. Understand how to manage effectively in particular situations
  10. Understand what a new supervisor needs to do to get started on the right path

Outline:

  1. Setting Expectations
  2. Setting Goals
  3. Assigning Work
  4. Degrees of Delegation
  5. Implementing Delegation
  6. Providing Feedback
  7. Managing Your Time
  8. Resolving Conflict
  9. Tips for Special Situations
  10. A Survival Guide for the New Supervisor
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 1/30/19 1/30/19 We 1 8am 5pm
 
 
LEADERSHIP IMAGE
This workshop provides participants with skills to develop and exemplify the image of a leader. Learn to dress, speak, feel and act like a leader. And develop the self-confidence and assertiveness of a leader.
 
Objectives:
  1. Define assertiveness and self-confidence, and list the four styles of communication
  2.  Describe the types of negative thinking, and how one can overcome negative thoughts
  3. Explain the difference between listening and hearing.
  4. Define the importance of goal setting, and practice setting SMART goals for assertive behavior
  5. Utilize methodologies for understanding your worth -- and the use of positive self-talk
  6. List reasons why a pleasing appearance and body language are critical for creating a strong first impression
  7. Practice sending positive communications phrased as “I-Messages”
  8. Practice strategies for gaining positive outcomes in difficult interpersonal situations.

Outline:

  1. What Does Self-Confidence Mean To You?
  2. Obstacles to Our Goals
  3. Communication Skills
  4. The Importance of Goal Setting
  5. Feeling the Part
  6. Looking the Part
  7. Sounding the Part
  8. Powerful Presentations
  9. Coping Techniques
  10. Dealing with Difficult Behavior
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 10/31/18 10/31/18 We 1 8am 5pm
 
 
OFFICE POLITICS
You have likely experienced some form of Office Politics. Working with different personalities, opinions, backgrounds, and values is a challenge in any environment. It is an inevitable fact that when people are working together personalities can and will clash. No one is an island, so working together as a team is incredibly important for the organization and every employee. This workshop is about creating and maintaining better relationships. It is about communicating and working with your peers and colleagues in a way that is mutually beneficial. Employees who understand the positive aspects of Office Politics are better team members and end up being more successful and productive. 
 
Objectives:
  1. Understand the purpose and benefits of office politics.
  2. Setting boundaries and ground rules for new employees.
  3. Learn to interact and influence among colleagues.
  4. Learn how to manage various personality types in the office.
  5. Determine how to gain support and effectively network.
  6. Recognize how you are a part of a group and how you function.

Outline:

  1. New Hires
  2. It’s About Interacting and Influencing
  3. Dealing with Rumors, Gossip, and Half - Truths
  4. Office Personalities
  5. Getting Support for Your Projects
  6. Conflict Resolution
  7. Ethics
  8. You Are Not an Island
  9. Social Events Outside of Work
 
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 10/24/18 10/24/18 We 1 8am 5pm
 
 
 
BETTER BOSS
Becoming a more likable boss can sometimes be a difficult process to describe. Sometimes it can be as simple as one characteristic that facilitates great communication and great employee relationships. It can simply be that special way that you show confidence in your team. Learn how to further develop your leadership skills and improve yourself by managing and observing the way that people interact.
 
Objectives:
  1. Understand how to develop leadership qualities
  2. Know how to delegate effectively
  3. Choose inspirational and engaging tasks for yourself and others
  4. Use wisdom and understanding to lead others
  5. Identify the roles of your team
  6. Learn how to trust others and earn their trust. 

Outline:

  1. Is it Better to be Loved or Feared?
  2. Leadership as Service
  3. Leadership by Design
  4. Understanding Motivation
  5. Constructive Criticism
  6. The Importance of Tone
  7. Trusting Your Team
  8. Earning the Trust of Your Team
  9. Building and Reinforcing Your Team
  10. You are the Boss of You
 
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 10/3/18 10/3/18 We 1 8am 5pm
 
 
Personal time management skills are essential for professional success in any workplace. Those able to successfully implement time management strategies are able to control their workload rather than spend each day in a frenzy of activity reacting to crisis after crisis - stress declines and personal productivity soars! These highly effective individuals are able to focus on the tasks with the greatest impact to them and their organization. This workshop will cover strategies to help participants learn these crucial strategies. Participants will be given a skill set that include personal motivation, delegation skills, organization tools and crisis management.
 
Objectives:
  1. Plan and prioritize each day’s activities in a more efficient, productive manner
  2. Overcome procrastination quickly and easily
  3. Handle crises effectively and quickly
  4. Organize your workspace and workflow to make better use of time
  5. Delegate more efficiently
  6. Use rituals to make your life run smoother
  7. Plan meetings more appropriately and effectively

Outline:

  1. Setting SMART Goals
  2. Prioritizing Your Time
  3. Planning Wisely
  4. Tackling Procrastination
  5. Crisis Management
  6. Organizing Your Workspace
  7. Delegating Made Easy
  8. Setting a Ritual
  9. Meeting Management
  10. Alternatives to Meetings
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 11/14/18 11/14/18 We 1 8am 5pm
 
 
Developing good Organizational Skill is an investment that will provide benefits for years. To be successful means to be organized. These skills will filter through all aspects of your participants professional and personal lives. Throughout this workshop, participants will be given the tools necessary in developing better Organizational Skills. Participants will encounter improved productivity, better management and an overall increase in professional growth. Every day people waste numerous amounts of time looking for items. So stop looking for those important items, and start knowing where they are by getting organized.
 
Objectives:
  1. Examine current habits and routines that are not organized
  2. Learn to prioritize your time schedule and daily tasks
  3. Determine ways of storing information and supplies
  4. Learn to organize personal and work space
  5. Learn to resist procrastination
  6. Make plans to stay organized in the future

Outline:

  1. Remove the Clutter
  2. Prioritize
  3. Scheduling Your Time
  4. To Do Lists
  5. Paper and Paperless Storage
  6. Organization in Your Work Area
  7. Tools to Fight Procrastination
  8. Organizing Your Inbox
  9. Avoid the Causes of Disorganization
  10. Discipline is the Key to Stay Organized
 
Registration Fee: $100
# Contact Hours: 8
 
Schedule
 
CAMPUS
 BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 12/5/18 12/5/18 We 1 8am 5pm
 
 
The meaning of Soft Skills can sometimes be difficult to describe. It can be that unique attribute or characteristic that facilitates great communication. It can be the special way that you show confidence in a challenging situation. These and other events can become more easily managed with this great workshop. Participants will begin to see how important it is to develop a core set of soft skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their career.
 
Objectives:
  1. Discuss how soft skills are important to success in the workplace
  2. Understand the 10 key soft skills everyone should have
  3. Use soft skills to relate more effectively to others in the workplace
  4. Understand how to use soft skills to communicate, problem-solve, and resolve conflict
  5. Apply soft skills to specific situations
Outline:
  1. What are Soft Skills?
  2. Communication
  3. Teamwork
  4. Problem-Solving
  5. Time Management
  6. Attitude and Work Ethic
  7. Adaptability/Flexibility
  8. Self-Confidence
  9. Ability to Learn
  10. Networking
Registration Fee: $100
# Contact Hours: 8
 
 
COMMUNICATION STRATEGIES
For the better part of every day, we are communicating to and with others. Whether it's the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something. This workshop will help participants understand the different methods of communication and how to make the most of each of them. These strategies will provide a great benefit for any organization and its employees. They will trickle down throughout the organization and positively impact everyone involved.
 
Objectives:
  1. Understand what communication is
  2. Identify ways that communication can happen
  3. Identify barriers to communication and how to overcome them
  4. Develop their non-verbal and paraverbal communication skills
  5. Use the STAR method to speak on the spot
  6. Listen actively and effectively
  7. Ask good questions
  8. Use appreciative inquiry as a communication tool
  9. Adeptly converse and network with others
  10. Identify and mitigate precipitating factors
  11. Establish common ground with others
  12. Use “I” messages

Outline:

  1. The Big Picture
  2. Understanding Communication Barriers
  3. Paraverbal Communication Skills
  4. Non-Verbal Communication
  5. Speaking Like a STAR
  6. Listening Skills
  7. Asking Good Questions
  8. Appreciative Inquiry
  9. Mastering the Art of Conversation
  10. Advanced Communication Skills
 
Registration Fee: $100
# Contact Hours: 8
 
Schedule
  CAMPUS BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 1/16/19 1/16/19 We 1 8am 5pm
 
 
CONFLICT RESOLUTION
Wherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also be provided a set of skills in solution building and finding common ground. In the Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.
 
Objectives:
  1. Understand what conflict and conflict resolution mean
  2. Understand all six phases of the conflict resolution process
  3. Understand the five main styles of conflict resolution
  4. Be able to adapt the process for all types of conflicts
  5. Be able to break out parts of the process and use those tools to prevent conflict
  6. Be able to use basic communication tools, such as the agreement frame and open questions
  7. Be able to use basic anger and stress management techniques

Outline:

  1. An Introduction to Conflict Resolution
  2. Conflict Resolution Styles with the Thomas-Kilmann Instrument
  3. Creating an Effective Atmosphere
  4. Creating a Mutual Understanding
  5. Focusing on Individual and Shared Needs
  6. Getting to the Root Cause
  7. Generating Options
  8. Building a Solution
  9. The Short Version of the Process
  10. Additional Tools
 
Registration Fee: $100
# Contact Hours: 8
 
 
CREATIVE PROBLEM SOLVING
In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small. This workshop will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day. Skills such as brainstorming, information gathering, analyzing data and identifying resources will be covered throughout the workshop.
 
Objectives:
  1. Understand problems and the creative problem solving process
  2. Indentify types of information to gather and key questions to ask in problem solving
  3. Identify the importance of defining a problem correctly
  4. Identify and use four different problem definition tools
  5. Write concrete problem statements
  6. Use basic brainstorming tools to generate ideas for solutions
  7. Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
  8. Perform a final analysis to select a solution
  9. Understand the roles that fact and intuition play in selecting a solution
  10. Understand the need to refine the shortlist and redefine it
  11. Understand how to identify the tasks and resources necessary to implement solutions
  12. Evaluate and adapt solutions to reality

Outline:

  1. The Problem Solving Method
  2. Information Gathering
  3. Problem Definition
  4. Preparing for Brainstorming
  5. Generating Solutions
  6. Analyzing Solutions
  7. Selecting a Solution
  8. Planning Your Next Steps
  9. Recording Lessons Learned
 
Registration Fee: $100
# Contact Hours: 8
 


WORKPLACE DIVERSITY
With the world becoming more mobile and diverse, diversity has taken on a new importance in the workplace. Participants will be able to use strategies for removing barriers and stereotypes and to encourage diversity in the workplace and even through their community. This workshop will help participants understand what diversity is all about and how they can help create a more diverse world at work and at home. They will be instructed to use skills such as active listening to receive messages in a diverse population, employ effective questioning techniques and communicate with strength.

Objectives:

  1. Explain the definition, terms and history of diversity
  2. Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  3. List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community
  4. Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  5. Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  6. Understand and respond to personal complaints, and develop a support system to manage the resolution process
  7. List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action.

Outline:

  1. Understanding Diversity
  2. Understanding Stereotypes
  3. Breaking Down the Barriers
  4. Verbal Communication Skills
  5. Non-Verbal Communication Skills
  6. Being Proactive
  7. Coping with Discrimination
  8. Dealing with Diversity Complaints as a Person
  9. Dealing with Diversity Complaints as a Manager
  10. Dealing with Diversity Complaints as an Organization
 
Registration Fee: $100
# Contact Hours: 8
 
 

TEAMWORK AND TEAM BUILDING
For most of us, teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not. This workshop will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.

Objectives:

  1. Describe the concept of a team, and its factors for success
  2. Explain the four phases of the Tuckman team development model and define their characteristics
  3. List the three types of teams
  4. Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
  5. Discuss the uses,  benefits and disadvantages of various team-building activities
  6. Describe several team-building activities that you can use, and in what settings
  7. Follow strategies for setting and leading team meetings
  8. Detail problem-solving strategies using the Six Thinking Hats model -- and one consensus-building approach to solving team problems
  9. List actions to do -- and those to avoid -- when encouraging teamwork

Outline:

  1. Defining Success
  2. Types of Teams
  3. The First Stage of Team Development – Forming
  4. The Second Stage of Team Development – Storming
  5. The Third Stage of Team Development – Norming
  6. The Fourth Stage of Team Development – Performing
  7. Team Building Activities
  8. Making the Most of Team Meetings
  9. Solving Problems as a Team
  10. Encouraging Teamwork
 
Registration Fee: $100
# Contact Hours: 8
 
 
GUIDED ECO TOUR TEAM BUILDING: PADDLEBOARDING AND KAYAKING
​Join our guided ecotours through the beautiful marshlands and waterways of Amelia Island and Brunswick, Ga (West of the Sydney Lanier Bridge). Engage in an immersive experience with all the marine life and coastal ecology the islands have to offer on our Kayak or SUP paddleboards. Your tour will start off with a brief lesson on how to properly use your kayak or paddleboard. Bring your family, friends or coworkers for an amazing team building experience. We can customize your tour to meet your needs. Would you like a sunset paddle and end with a dinner in our quaint downtown area? Or a paddle along the coastal waterways with time to search for shells or shark teeth? How about a paddle on the Turtle River in Brunswick and see the dolphins play? Whatever your desire, give us a call for an experience to last a lifetime. Our guides love spending time exploring the local waterways and marshlands and will show you the beauty of the islands from a local's view.
 
3 Hour Tour
Kayak or Stand Up Paddleboard
$59 Per Person
 
 
We've all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. Participants will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. They will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.
 
Objectives:
  1. Understand the difference between hearing and listening
  2. Know some ways to improve the verbal skills of asking questions and communicating with power
  3. Understand what is ‘non-verbal communication’ and how it can enhance interpersonal relationships
  4. Identify the skills needed in starting a conversation
  5. Identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name
  6. Understand how seeing the other side can improve skills in influencing other people
  7. Understand how the use of facts and emotions can help bring people to your side
  8. Identify ways of sharing one’s opinions constructively
  9. Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
  10. Learn tips in making an impact through powerful first impressions

Outline:

  1. Verbal Communication Skills
  2. Non-Verbal Communication Skills
  3. Making Small Talk and Moving Beyond
  4. Moving the Conversation Along
  5. Remembering Names
  6. Influencing Skills
  7. Bringing People to Your Side
  8. Sharing Your Opinion
  9. Negotiation Basics
  10. Making an Impact
 
Registration Fee: $100
# Contact Hours: 8
 

GENERATION GAPS
While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least. This workshop helps participants understand the various generations present at work, and understand what motivates them and dealing with them on a daily basis. Both the young and older worker will have many ideas to offer, which will help the organization thrive in the marketplace. Learning how to deal with the Generation Gaps at work will help you become a better manager or co-worker.
 
Objectives:
  1. History behind generation gaps
  2. What are traditionalists
  3. What are baby boomers
  4. What are Generation Xers
  5. What are Generation Yers
  6. Differences between each type of generation
  7. Finding common ground among the generations
  8. Conflict management
  9. Leveraging the benefits of generation gaps at work

Outline:

  1. History
  2. Traditionalist
  3. Baby Boomers
  4. Generation X
  5. Generation Y
  6. Differentiations Between
  7. Finding Common Ground
  8. Conflict Management
  9. The Power of 4
 
Registration Fee: $100
# Contact Hours: 8
 

DEVELOPING CREATIVITY
Children have an innate creative ability when they are born, but for some reason adults can lose it along the way. Your participants will move out of the mundane, be more curious, engage, and explore new ideas. Recognize creativity and be ready when it happens. Participants will learn how to remove barriers that block or limit their creativity. They will improve their imagination, divergent thinking, and mental flexibility. Participants will learn mind mapping, individual brainstorming, and when to recognize and look for what inspires them to be more creative.
 
Objectives:
  1. Define creativity
  2. Act with confidence
  3. Engage in curiosity
  4. Stop acting out of fear
  5. Learn from introspection
  6. Take risks

Outline:

  1. What Is Creativity?
  2. Getting Inspired
  3. Beating Procrastination
  4. Improving Your Creative Mindset
  5. Curiosity
  6. Take Risks
  7. Think Like a Child
  8. Environmental Factors
  9. Individual Brainstorming
 
Registration Fee: $100
# Contact Hours: 8
 
 
CUSTOMER SERVICE
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
 
Objectives:
  1. State what customer service means in relation to all your customers, both internal and external
  2. Recognize how your attitude affects customer service
  3. Identify your customers’ needs
  4. Use outstanding customer service to generate return business
  5. Build good will through in-person customer service
  6. Provide outstanding customer service over the phone
  7. Connect with customers through online tools
  8. Deal with difficult customers

Outline:

  1. Who We Are and What We Do
  2. Establishing Your Attitude
  3. Identifying and Addressing Customer Needs
  4. Generating Return Business
  5. In-Person Customer Service
  6. Giving Customer Service over the Phone
  7. Providing Electronic Customer Service
  8. Recovering Difficult Customers
  9. Understanding When to Escalate
  10. Ten Things You Can Do to WOW Customers Every Time
 
Registration Fee: $99
# Contact Hours: 8
 
Schedule
 
CAMPUS
 BEGIN END DAYS #DAYS FROM UNTIL
REGISTER Brunswick 9/26/18 9/26/18 We 1 8am 5pm
 
 
CRITICAL THINKING SKILLS
We live in a knowledge based society, and the more critical you think the better your knowledge will be. Critical Thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur. Critical Thinking will lead to being a more rational and disciplined thinker. It will reduce your prejudice and bias which will provide you a better understanding of your environment. This workshop will provide you the skills to evaluate, identify, and distinguish between relevant and irrelevant information. It will lead you to be more productive in your career, and provide a great skill in your everyday life.
 
Objectives:
  1. Understand the components of critical thinking
  2. Utilize non-linear thinking
  3. Use logical thinking
  4. Recognize what it means to be a critical thinker
  5. Evaluate information using critical thinking skills
  6. Identify the benefits of critical thinking
  7. Revise perspective, when necessary
  8. Comprehend problem solving abilities

Outline:

  1. Components of Critical Thinking
  2. Non-Linear Thinking
  3. Logical Thinking
  4. Critical Thinking
  5. Evaluate the Information
  6. Benefits of Critical Thinking
  7. Changing Your Perspective
  8. Problem Solving
  9. Putting It All Together
 
Registration Fee: $100
# Contact Hours: 8
 
 
Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied. Participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
 
Objectives:
  1. Cultivate a positive attitude
  2. Manage internal and external stress
  3. Develop abilities to listen actively and empathize
  4. Build a rapport with customers in person and over the phone
  5. Understand the diverse challenges posed by customers
  6. Develop strategies to adapt to challenging circumstances

Outline:

  1. The Right Attitude Starts with You
  2. Stress Management (Internal Stressors)
  3. Stress Management (External Stressors)
  4. Transactional Analysis
  5. Why are Some Customers Difficult
  6. Dealing with the Customer Over the Phone
  7. Dealing with the Customer In Person
  8. Sensitivity in Dealing with Customers
  9. Scenarios of Dealing with a Difficult Customer
  10. Following up With a Customer Once You Have Addressed Their Issue
 
Registration Fee: $100
# Contact Hours: 8
 
 
EMOTIONAL INTELLIGENCE
Emotional intelligence describes the ability to understand one's own feelings, and that of groups, and how these emotions can influence motivation and behavior. Emotional Intelligence is defined as a set of competencies demonstrating the ability one has to recognize his or her behaviors, moods, and impulses, and to manage them best according to the situation. This workshop will give you the tools you need to be emotionally intelligent in your workplace. An employee with high emotional intelligence can manage his or her own impulses, communicate with others effectively, manage change well, solve problems, and use humor to build rapport in tense situations. These employees also have empathy, remain optimistic even in the face of adversity, and are gifted at educating and persuading in a sales situation and resolving customer complaints in a customer service role.
 
Objectives:
  1. Define and practice self-management, self-awareness, self-regulation, self-motivation, and empathy.
  2. Understand, use and manage your emotions.
  3. Verbally communicate with others.
  4. Successfully communicate with others in a non-verbal manner.
  5. Identify the benefits of emotional intelligence.
  6. Relate emotional intelligence to the workplace.
  7. Balance optimism and pessimism.
  8. Effectively impact others.

Outline:

  1. What is Emotional Intelligence?
  2. Skills in Emotional Intelligence
  3. Verbal Communication Skills
  4. Non-Verbal Communication Skills
  5. Social Management and Responsibility
  6. Tools to Regulate Your Emotions
  7. Gaining Control
  8. Business Practices
  9. Making an Impact
 
Registration Fee: $100
# Contact Hours: 8
 
 
BUSINESS ETHICS AND ETIQUETTE
Ethics helps develop a reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a Business Ethics program takes time and effort, but doing so will do more than improve business, it will change lives. A company's ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company's ethics are developed. It is a two-way street; the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.
 
Objectives:
  1. Define and understand ethics.
  2. Understand the benefits of ethics. 
  3. Create strategies to implement ethics at work.
  4. Recognize social and business responsibility.
  5. Identify ethical and unethical behavior.
  6. Learn how to make ethical decisions and lead with integrity.
Outline:
  1. What is Ethics?
  2. Implementing Ethics in the Workplace
  3. Employer/Employee Rights
  4. Business & Social Responsibilities
  5. Ethical Decisions
  6. Whistle Blowing
  7. Managerial Ethics
  8. Unethical Behavior
  9. Ethics in Business
Etiquette helps develop how to be considerate of others, the workplace versus social situations, business meetings, proper introductions and 'the handshake', conversation skills/small talk, dealing with interruptions, and proper business email and telephone etiquette. 
 
Objectives:
  1. Define etiquette and provide an example of how etiquette can be of value to a company or organization.
  2. Understand the guidelines on how to make effective introductions.
  3. Identify the 3 C’s of a good impression.
  4. Understand how to use a business card effectively.
  5. Identify and practice at least one way to remember names. 
  6. Identify the 3 steps in giving a handshake. 
  7. Enumerate the four levels of conversation and provide an example for each.
Outline:
  1. Understanding Etiquette
  2. Networking for Success
  3. The Meet and Greet
  4. Phone Etiquette
  5. The Written Letter
 
Registration Fee: $100
# Contact Hours: 8
 
 
CHANGE MANAGEMENT
Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation. This workshop will provide leaders with the tools to implement changes more smoothly and to have those changes better accepted. This workshop will also provide participants an understanding of how change is implemented and some tools for managing reactions to change.
 
Objectives:
  1. List the steps necessary for preparing a change strategy and building support for the change.
  2. Describe the WIFM – the individual motivators for change.
  3. Use needed components to develop a change management  and communications plans, and to list implementation strategies.
  4. Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction.
  5. Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits.
  6. Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies.
  7. Use strategies for aligning people with a change, appealing to emotions and facts.
  8. Describe the importance of resiliency and flexibility in the context of change.

Outline:

  1. Preparing for Change
  2. Identifying the WIFM
  3. Understanding Change
  4. Leading and Managing the Change
  5. Gaining Support
  6. Making it All Worthwhile
  7. Using Appreciative Inquiry
  8. Bringing People to Your Side
  9. Building Resiliency
  10. Building Flexibility
 
Registration Fee: $100
# Contact Hours: 8
 
 
COACHING AND MENTORING
This workshop focuses on how to better coach employees to higher performance. Coaching is a process of relationship building and setting goals. It is directly related to fostering a great working relationship with your employees through understanding them and strategic goal setting.
 
Workshop Objectives:
  1. Define coaching, mentoring and the GROW model.
  2. Identify and set appropriate goals using the SMART technique of goal setting.
  3. Identify the steps necessary in defining the current state or reality of your employee’s situation.
  4. Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans.
  5. Identify the benefits of building and fostering trust with your employee.
  6. Identify the steps in giving effective feedback while maintaining trust.
  7. Identify and overcoming common obstacles. 
  8. Identify when the coaching is at an end and transitioning your employee to other growth opportunities.
  9. Identify the difference between mentoring and coaching.

Outline:

  1. Defining Coaching and Mentoring
  2. Setting Goals
  3. Understanding the Realities
  4. Developing Options
  5. Wrapping it All Up
  6. The Importance of Trust
  7. Providing Feedback
  8. Overcoming Roadblocks
  9. Reaching the End
  10. How Mentoring Differs from Coaching
 
Registration Fee: $100
# Contact Hours: 8
 
 
Performance Management is making sure the employee and the organization are focused on the same priorities. It touches on the organization itself by improving production and reducing waste. It helps the employee or individual set and meet their goals and improves the employee manager relationship. The key in keeping an organization and employee aligned, which improves performance and productivity, is Performance Management. When changes occur Performance Management helps the transition to be smoother and less hectic. It helps the organization and employee have a stream-lined relationship which improves communication and interactions between the two groups. It will help close any gaps that exist in an employee's skill-set and make them a more valuable employee through feedback and coaching.
 
Objectives:
  1. Define performance management.
  2. Understand how performance management works and the tools to make it work.
  3. Learn the three phases of project management and how to assess it.
  4. Discuss effective goal-setting.
  5. Learn how to give feedback on performance management.
  6. Identify Kolb’s Learning Cycle.
  7. Recognize the importance of motivation.
  8. Develop a performance journal and performance plan.

Outline:

  1. The Basics
  2. Goal Setting
  3. Establishing Performance Goals
  4. 360 Degree Feedback
  5. Competency Assessments
  6. Kolb's Learning Cycle
  7. Motivation
  8. The Performance Journal
  9. Creating a Performance Plan
 
Registration Fee: $100
# Contact Hours: 8
 
 
PROJECT MANAGEMENT FUNDAMENTALS
In the past few decades, organizations have discovered something incredible: the principles that have been used to create enormous successes in large projects can be applied to projects of any size to create amazing success. As a result, many employees are expected to understand project management techniques and how to apply them to projects of any size. This workshop provides participants with an overview of the project management process, as well as key project management tools. Working with project planning documents, such as needs assessments, risk management plan, and a communication plan will provide benefits throughout the organization.
 
Objectives: 
  1. Define projects, project management, and project managers.
  2. Identify the five process groups and nine knowledge areas as defined by the PMI.
  3. Describe the triple constraint.
  4. Perform a project needs assessment and write goals, requirements, and deliverables.
  5. Create key project documents.
  6. Build a project schedule by estimating time, costs, and resources.
  7. Understand and use the work breakdown structure.
  8. Create project planning documents, such as a schedule, risk management plan, and communication plan.
  9. Use planning tools, including the Gantt chart, network diagram, and RACI chart.
  10. Establish and use baselines.
  11. Monitor and maintain the project.
  12. Perform basic management tasks, including leading status meetings and ensuring all documents are complete at the end of the project.

Outline:

  1. Key Concepts
  2. Initiation
  3. Planning
  4. Planning Tools
  5. Maintaining and Controlling the Project
  6. Closing Out
 
Registration Fee: $100
# Contact Hours: 8
 
 
SOCIAL INTELLIGENCE
Social Intelligence is about understanding your environment and having a positive influence. Participants will become more confident in their social situations by learning how to express and interpret social cues. They will create positive connections and increase their influence during social situations. This workshop provides participants with skills for their professional and personal lives. Develop skills for coaching and development through “people skills”. Improving social skills through active listening, understanding body language, and being more empathic will give participants the advantage in their interactions. Social interactions are a two way street, know the rules of the road!
 
Objectives:
  1. Be aware of our own behaviors.
  2. Learn to be empathetic with others.
  3. Know tools for active listening.
  4. Effectively communicate interpersonally.
  5. Recognize various social cues.
  6. Determine appropriate conversation topics.
  7. Know various forms of body language.

Outline:

  1. Increase Your Self Awareness
  2. The Keys to Empathy
  3. Active Listening
  4. Insight on Behavior
  5. Communication
  6. Social Cues
  7. Conversation Skills
  8. Body Language
  9. Module Eleven: Building Rapport
 
Registration Fee: $100
# Contact Hours: 8
 
 
CREATIVITY AND INNOVATION
This workshop teaches participants about creative thinking in the workplace. Participants will develop creative thinking skills, mentally and physically prepare for creativity, incorporate innocence, intuition, and adventure into creative thinking, and use creativity to generate ideas and solve problems. This workshop describes exercises that can be used to prepare the mind and body for creative thinking and explains the most common ways creativity is incorporated into problem solving. Workshop activities also examine recruiting and retaining creative individuals, performing a creativity audit, communicating with creative people, defining creative rhythm, and exploring ways to implement a creative culture. Participants also learn how to organize creative teams, conduct effective team sessions, avoid roadblocks to team creativity, increase creativity in a team, and use the creative problem-solving process. 
 
Outline:
  • Creative thinking basics
  • Personal creativity
  • Creativity in organizations
  • Fostering a creative environment
  • Promoting team creativity
 
Registration Fee: $100
# Contact Hours: 8
 
 
SERVANT LEADERSHIP

Servant leadership can seem like a contradicting term, but it is becoming a very popular tool in many businesses. Servant leadership is a philosophy that involves focusing on others (i.e. your employees), and focus on their success, and in turn build better professional relationships that can benefit both manager and employee. Servant leadership shows that managers can be great leaders while boosting their employee’s confidence and further their success at the same time. With our “Servant Leadership” workshop, your participants will discover the specifics of how servant leadership works and how it can benefit both leaders and employees!

Objectives:

  1. Define servant leadership
  2. Know the characteristics of servant leadership
  3. Recognize the barriers of servant leadership
  4. Learn to be a mentor and a motivator
  5. Practice self-reflection

Outline:

  1. What is Servant Leadership?
  2. Leadership Practices
  3. Share the Power
  4. Characteristics of a Servant Leader
  5. Barriers to Servant Leadership
  6. Building a Team Community
  7. Be a Motivator
  8. Be a Mentor
  9. Training Future Leaders
  10. Self-Reflection
 
Registration Fee: $100
# Contact Hours: 8
 
 
COMPREHENSIVE INTRODUCTION TO LEADERSHIP

This curriculum is used by many university graduate programs. It is designed to provide a comprehensive introduction to leadership by focusing on what it means to be a good leader with emphasis on the practice of leadership. The course examines topics such as the nature of leadership, recognizing leadership traits, developing leadership skills, creating a vision, setting the tone, listening to out-group members, handling conflict, overcoming obstacles, and addressing ethics in leadership. Participants will learn to understand and improve their own leadership performance.

Objectives:

  1. To explore your personal conceptualization of leadership
  2. To develop an awareness of the complexities and dynamics of leadership
  3. To recognize the differences and commonalities in how individuals view leadership
  4. To recognize the unique traits of selected historical leaders
  5. To explore the similarities and differences of these leaders and their traits
  6. To explore the challenges of revealing one’s strengths to others
  7. To examine how each individual’s strengths contribute to overall group performance
  8. To analyze the advantages and disadvantages of engaging people’s strengths
  9. To analyze a specific philosophy and/or style of leadership  
  10. To learn how a leader’s personal philosophy and style can impact effective leadership
  11. To understand the importance of both task and relationship leadership behaviors
  12. To explore how a leader’s own emphasis on tasks and relationships affects his or her leadership style
  13. To develop an understanding of the importance of leadership skills 
  14. To learn to distinguish the three types of leadership skills
  15. To explore ways in which leadership skills can be acquired
  16. To illustrate the importance of planning in reaching a goal
  17. To show how teamwork and delegation of labor help to implement a vision
  18. To demonstrate how every team member contributes to a vision
  19. To explore real-life situations of how a leader establishes a climate by setting the tone for a group or organization
  20. To test and develop students’ personal styles developing a tone for a group or organization
  21. To explore the nature of out-groups and how leaders can effectively deal with them
  22. To develop an appreciation for the challenges that out-group members create
  23. To analyze the pros and cons of trying to include out-group members
  24. To discover the basis of selected real interpersonal conflicts
  25. To identify and explore different kinds of conflict
  26. To analyze the interests and positions behind actual conflicts
  27. To develop an appreciation for how to fractionate conflicts and save face during the conflict resolution process 
  28. To examine the characteristics of ethical leadership
  29. To employ using ethical considerations in a decision making process
  30. To explore how decisions and actions are a reflection of leader’s values and define his or her ethical leadership
  31. To explore methods leaders use to help followers overcome obstacles
  32. To develop an understanding or how specific obstacles require specific leadership
  33. To recognize the importance of leader adaptation to followers’ needs

Outline:

  1. Being a Leader
  2. Recognizing Your Traits
  3. Engaging People’s Strengths
  4. Understanding Philosophy and Styles
  5. Attending to Tasks and Relationships
  6. Developing Leadership Skills
  7. Creating a Vision
  8. Establishing a Constructive Climate
  9. Listening to Out-Group Members
  10. Handling Conflict
  11. Addressing Ethics in Leadership
  12. Overcoming Obstacles
 
Registration Fee: $400
# Contact Hours: 36

Telephone numbers are accessible to persons who are deaf or hard of hearing through the Georgia Relay by dialing 711 or 1-800-255-0056 from a TTY/TDD.

Los números de teléfono son accesibles a las personas que son sordos o con pérdida de la audición a través de Georgia Relay marcando 711 o 1-800-255-0056 de TTY/TDD.

Locations

Waycross Alma Baxley
1701 Carswell Ave 101 West 17th St 1334 Golden Isles Pkwy, W
Waycross, Georgia 31503 Alma, Georgia 31510 Baxley, Georgia 31513
912.287.6584 912.632.0951 912.367.1700
877.332.8682    
  Camden Golden Isles
  8001 The Lakes Blvd 3700 Glynco Pkwy
  Kingsland, Georgia 31548 Brunswick, Georgia 31525
  912.510.3327 912.262.4999
     
  Hazlehurst Jesup
  677 Douglas Hwy 1777 West Cherry St
  Hazlehurst, Georgia 31539 Jesup, Georgia 31545
  912.379.0041 912.427.5800

 

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