University of Vermont

Professional Development and Training

Communication and Customer Service

Communication and Customer Service


Building Conflict Resolution Skills

Facilitator: Oleh Kaarmik
Target Audience: Staff who want to build skills that can turn conflict into opportunities
Time Allotted: 3 Hours
PeopleSoft Course Number: COM031

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: Conflict can arise from differences, both large and small. This session is designed to teach skills that will allow you to successfully resolve conflict by learning to manage stress, pay attention to feelings being expressed and control emotions and behavior. This session also teaches skills to foster awareness of and respect for differences. By learning skills for conflict resolution, you can keep your personal and professional relationships strong and growing.

Learning Outcomes:

  • Describe and discuss behaviors that lead to conflict
  • Analyze ways to recognize stress that can trigger strong emotions
  • Recognize how emotional awareness plays a key role in conflict resolution
  • Identify guidelines for managing and resolving conflict

Recommended Pre- and Post-Class Actions

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Communication and Teamwork

Facilitator: TBD
Target Audience: Supervisors, Managers & staff who would like to expand on their skills and learn techniques that can be applied immediately
Time Allotted: 3 Hours
PeopleSoft Course Number: COM029

Level of Instruction: Introductory
Note: Accommodations will be made for those who require them for full participation
Prerequisites: None

Overall Objectives: This course will explore the role communication plays in developing a highly effective team. By applying communication principles to highly interactive exercise done outdoors (weather permitting) participants will develop the skills that will allow them to engage with their staff and move them forward

Learning Outcomes:

  • Examine how problem solving and communication work to develop a team
  • Identify skills that serve to enhance communication
  • Illustrate effective techniques of team work
  • Recognize how the role of leader and follower interact to accomplish the task

Recommended Pre- and Post-Class Actions

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MBTI - Communication and Conflict

Facilitator: TBD
Target Audience: Staff who want a deeper understanding of the Myers-Briggs Type Indicator and how it effects their communication and ability to deal with conflict
Time Allotted: 3 Hours
PeopleSoft Course Number: COM028

Level of Instruction: Intermediate
Prerequisites: MBTI 101 or prior experience with MBTI

Overall Objectives: This class will explore the intricacies of personality type and how they can impact your ability to communicate with others and lead to conflict. We will also attempt to show each of the four dichotomies and how conflict can be inherent with personality differences and what can be achieved through self-awareness and understanding your preferences.

Learning Outcomes:

  • Examine MBTI dichotomies as they relate to interpersonal conflict in a work environment
  • List tangible changes you can make in your office environment to reduce conflict and increase communication between members of work teams
  • Describe how your own MBTI preferences impact the way you communicate and how you interpret workplace situations

Recommended Pre- and Post-Class Actions

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Criticism Can Be Empowering

Facilitator: Oleh Kaarmik
Target Audience: Staff who want to learn to turn criticism into a valuable experience.
Time Allotted: 2 Hours
PeopleSoft Course Number: COM032

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: Giving feedback is an essential part of work. Feedback serves as a communication channel to better individual performance and improve team dynamics. Yet, no matter how well intended, some employees may feel that what they receive is disguised criticism. Hearing criticism may be hurtful. What to do in such situations? Can criticism be turned into a valuable experience? In this workshop, we will explore the meaning and dynamics of unhelpful versus helpful help which criticism exemplifies. Participants will be equipped with practical tips about how to extract constructive elements from even the most hurtful criticism and how to turn it into personally and professionally empowering experience.

Learning Outcomes:

  • Understand the difference between feedback and criticism
  • Learn how to stay in touch with your emotions as criticism is being delivered
  • Learn practical ways in which you can receive criticism with dignity and pride
  • Transform hurtful experience into a rewarding learning opportunity

Recommended Pre- and Post-Class Actions

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Plain English: Crafting Effective Communications for Non-Native English Speakers

Facilitator: Emma Swift
Target Audience: All Interested Staff and Faculty
Time Allotted: 1.5 Hours
PeopleSoft Course Number: COM030

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: As UVM's international population grows, "Plain English" is an inclusive and effective way of writing. This workshop discusses best practices in writing for non-native English speakers, highlights strategies for where to begin, and offers time for practice and reflection.

Recommended Pre- and Post-Class Actions

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Preventing and Defusing Anger and Hostility

Facilitator: Invest EAP Specialist
Target Audience: All Interested Employees
Time Allotted: 1.5 Hours
PeopleSoft Course Number: COM022

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: For professionals who find themselves in unpredictable situations while serving the public needs, this workshop will increase your understanding of how and why people escalate and provide you with a communication model proven useful in defusing anger and hostility. Discussion and exercises around special circumstances pertinent to your work will be emphasized during this workshop.

Please note that this is a workshop for defusing anger and is not meant to replace crisis response training.

Learning Outcomes:

  • Describe one model for preventing and defusing anger and hostility
  • Practice specific behavioral approaches and communication skills which de-escalate anger and hostility
  • Discuss several approaches including nonverbal skills, listening techniques and speaking skills

Recommended Pre- and Post-Class Actions

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Resolving Differences

Facilitator: Invest EAP Specialist
Target Audience: Anyone who deals with differing opinions or conflict including employees and managers
Time Allotted: 1.5 Hours
PeopleSoft Course Number: COM019

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: Learn to move toward surprising and new resolutions in your work and personal life! This workshop introduces you to skills used in resolving differences. Our focus is on creating intention, being a listening presence, active listening and creating solutions collaboratively that are win-win. This workshop is useful for anyone who deals with differing opinions or conflict including employees and managers throughout UVM.

Learning Outcomes:

  • Define active listening
  • Create conflict solutions that are wins for all parties
  • Practice skills using real life scenarios

Recommended Pre- and Post-Class Actions

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StepUP! Think.Care.Act.

Facilitator: Anne Valentine
Target Audience: All Interested Employees
Time Allotted: 2 Hours
PeopleSoft Course Number: COM034

Level of Instruction: Introductory
Prerequisites: None

Overall Objectives: UVM’s StepUP! Think.Care.Act. training is a prosocial behavior and bystander intervention program that educates students to be proactive in helping others. The training takes you through the decision making process to intervening essentially stepping up and stepping in when you notice a problem.

Decision Making Steps

  • Notice the event.
  • Interpret the event as a problem — investigate!
  • Assume personal responsibility.
  • Know how to help.

Learning Outcomes:

  • Raise awareness of helping behaviors
  • Increase motivation to help
  • Develop skills and confidence when responding to problems or concerns
  • Ensure the safety and wellbeing of self and others

Recommended Pre- and Post-Class Actions

Check availability and register by logging in to PeopleSoft HR


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Last modified September 07 2017 04:20 PM