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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Maximize your team’s effectiveness (using Myers Briggs Type Indicator (MBTI®)

Facilitator: Oleh Kaarmik
Target Audience: Teams wanting to develop their high performance potential using Myers Briggs Type Indicator (MBTI®)
Time Allotted: 3 Hours
PeopleSoft Course Number: COM038

Level of Instruction: Intermediate
Prerequisites: MUST HAVE COMPLETED THE MYERS BRIGGS TYPE INDICATOR (MBTI) ASSESSMENT

Overall Objectives: This Myers Briggs workshop explains each of the communication preferences in an interactive, supportive and fun way. Most importantly, we help each team member to acquire insights about how they and their colleagues prefer to take in information and make decisions. Participation in this workshop will help teams and individuals understand how their personality preferences lead to differences in their work, communication, decision-making styles—and how they can "flex” those preferences to accommodate the styles of other team members—to capitalize on team strengths, address weaknesses, and enhance overall performance.

Learning Outcomes:

  • Explore how type differences shape team dynamics.
  • Examine how you and your colleagues communicate and work as a team.
  • Identify changes you and your team may need to make.
  • Create an action plan aimed at improving team effectiveness

    Recommended Pre- and Post-Class Actions

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    Conflict Resolution Skills II: Practice Makes Perfect

    Facilitator: Oleh Kaarmik
    Target Audience: Those who attended Conflict Resolution Skills
    Time Allotted: 2 Hours
    PeopleSoft Course Number: COM037

    Level of Instruction: Introductory
    Prerequisites: Attended Building Conflict Resolution Skills (COM031)

    Overall Objectives: Having gained the knowledge about the conflict and how it is to be resolved, now it's time to develop and practice the skills of effective conflict resolution.

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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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 April 25 2018 02:50 PM