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Are you looking to increase your communication skills and customer service opportunities?  The Communication & Customer Service Classes mentioned below will assist you in these areas.

Class Calendar

Introductory Level

Building Conflict Resolution Skills

  • Facilitator: Oleh Kaarmik
  • Audience: All Employees
  • Time Frame: 2 Hours
  • PeopleSoft Code: See Below
  • Prerequisites: None

Do you feel you could benefit from learning how to resolve conflict with customers and co-workers, influence successful outcomes and create a healthy workplace? Since conflicts are inevitable, learning how to deal with them in a healthy and constructive way is crucial. Conflicts that are ignored or resolved poorly don’t go away. Instead, they cause people to avoid each other, feeling hurt and resentful. Handled in a respectful and constructive way, conflict provides an opportunity for growth, ultimately improving the quality of a relationship. This series comprised of three sequential classes of 2 hours each designed to equip the participants with the knowledge about the process that they can use to successfully manage conflicts of any magnitude. The third class is designed to actively practice skills..

Learning Objectives

  • Learn to understand the actual, real issues behind the conflict
  • Develop communication skills to diffuse conflict situations
  • Understand the power of words and how to use them to your advantage.
  • Learn and practice applying the six-step process for dealing with conflict .

*For optimal learning outcomes, participation in all three sequential classes is strongly recommended. 

Three Sequential Classes

  • Preparation: Half Way to Success - course code COM045
  • Handling Issues and Managing Emotions - course code COM046
  • Practice Makes Perfect –course code COM047

Outstanding Customer Service

  • Facilitator: Oleh Kaarmik
  • Audience: All Employees
  • Time Frame: 1.5 Hours
  • PeopleSoft Code:  COM052
  • Prerequisites: None

Employees with effective customer service skills feel a greater sense of value and commitment to their job. As a result, the relationships developed through a single great service experience can create a loyal business relationship for years to come.

Learning Objectives

  • Learn what outstanding customer service looks and feels like
  • Gain exposure to advanced customer service tips

Preventing & Defusing Anger and Hostility

  • Facilitator: Invest EAP
  • Audience: All Employees
  • Time Frame: 1.5 Hours
  • PeopleSoft Code:  COM022
  • Prerequisites: None

This introductory workshop aims at preparing employees for emotionally escalated situations in which they may find themselves at work or in the community. This workshop will increase participants’ understanding of how and why people escalate and provide time to practice a communication model proven useful in defusing anger and hostility. Please note that this training does not replace crisis response training, it is an introductory/review workshop for and may not meet the needs of employee groups who have had prior training or who have daily responsibilities working with hostile people.

 

Intermediate Level

MBTI ®: Conflict Management

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM040
  • Level: Intermediate 
  • Prerequisites: COM027- "Discover Your Type"

Conflict management is a skill that many have hard time mastering — and let’s face it, avoiding conflict tends to be the first inclination for most of us. One of the reasons why managing and resolving conflicts is so difficult and often unpleasant is that different people have different levels of interest in approaching and different MBTI type-specific inclinations in handling conflict. The Myers Briggs Type Indicator (MBTI®) can help you understand what motivates different MBTI types and can help predict how you and others are likely to act in times of conflict so that it is handled with less discomfort and yield maximum positive results.

MBTI ®: Giving & Receiving Feedback

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM042
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

People internalize feedback in different ways and respond to it in variety of ways. In developing the ability to give and receive feedback appropriately, also known as “feedback literacy,” the MBTI instrument offers valuable and practical ways of incorporating type-specific knowledge into the practice of giving and receiving feedback. In a process, it is important to understand how each person prefers to be recognized and what makes them feel valued. For employees in both managerial and non-managerial roles, there is a need to learn how to seek, give and appreciate feedback so that the personal effectiveness and team performance continuously improve for maximum organizational impact.

MBTI ®: How to Influence People

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM041
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

To be effective in organizations today, a key skill is being able to influence people. Your title alone isn’t always enough to sway others, and you aren’t always in a formal position to direct others. Influencing is about rapport and intentionality. So, what’s the best way to position yourself as an informal leader? How do you motivate colleagues to support your initiatives and adopt your ideas? In our past attempts to influence others, why is that sometimes we get it right and at other times we are off the mark? Why is it that we are not always aware of how we ourselves are being influenced? The role personality type plays in influencing is a critical piece of the puzzle. Once we become aware of our MBTI influence receptors and our underlying needs, then influencing becomes easier, more transparent, and far more effective.

MBTI® Improving Decision Making

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM048
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

When it comes to collaborating and decision making, the recommendation always comes down to leveraging the diversity to your benefit. Diversity of type is only as good as the effort we put into recognizing and harnessing those differences. The workshop helps individuals explore their decision-making style and develop more effective decision-making skills through better understanding of the Myers-Briggs® preferences. Participants discover what can inhibit high-quality decision making, learn how personality preferences influence people’s decision-making style, and develop strategies to make both individual and group decision making more successful.

MBTI ®: Leading, Managing & Coping with Change

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM043
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

As they say, the only constant in life is change. Your workplace is the perfect example of this, where technology, ideas, and team dynamics are continually evolving. At times, all of this uncertainty can be overwhelming. Whether you are a change author or an employee in the middle of change happening all around you, you need to deal with it in a clever, supportive and workable way. In this process, self-awareness is fundamental to managing and facing change well. This MBTI® session helps both leaders and team members to assess their strengths and identify their preferred style of managing and embracing change. It can be a powerful way of helping individuals in different roles to value and recognize diverse ways of responding to many issues associated with change management.

MBTI ®: Type in Action - Workplace

  • Facilitator: Oleh Kaarmik
  • Time Frame: 3 Hours
  • PeopleSoft Code: COM038
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

Do you find some colleagues harder to work with? It may well be because their MBTI preferences are very different from your own. Teamwork is an essential part of workplace success yet every type has particular strengths as well as type-specific areas for growth. Each, therefore, needs to be valued for their unique strengths while recognizing the areas where they are stepping out of their comfort zones. This MBTI session will help teams evaluate their strengths, development needs and clarify biases. Bring your entire team to this workshop and meet others from across the University working on team solutions as well!

MBTI® Your Type and Stress

  • Facilitator: Oleh Kaarmik
  • Time Frame: 2 Hours
  • PeopleSoft Code: COM051
  • Level: Intermediate
  • Prerequisites: COM027- "Discover Your Type"

Life is full of deadlines, frustrations, and demands. The influence of technology and the need to respond immediately, added to the common organizational culture of “take on more,” leads to stress becoming a way of life. Stress isn’t always bad. In small, manageable doses, it can help you perform under pressure and motivate you to do your best. But when you’re constantly running in emergency mode, your mind and body pay the price. This class will help participants become more aware of their stress triggers and typical responses so that that they can create a sense of control over what happens around them, and to achieve a greater sense of balance in their personal lives and at the workplace.

Advanced

MBTI® Academic Success and Student Retention

  • Facilitator: Oleh Kaarmik
  • Audience: All Employees
  • Time Frame: 3 Hours
  • PeopleSoft Code:  COM049
  • Prerequisites: MBTI®: Discover Your Type (COM 027) AND at least one intermediate level MBTI® class.

With faculty, academic advisors and career counselors in mind, this class shows how the Myers-Briggs® can be used to help retain high-risk students based on their interest, aptitude and learning type. It will also explore the most appropriate instructional methods given a variety of learning styles to successfully incorporate in-born preferences, both in learning and teaching.

Learning Objectives

  • Understand which students are most at-risk for dropping out of college.
  • Explore students learning style and the teaching style of the faculty.
  • Learn how to strengthen students’ sense of purpose for being in college.
  • Explore what most motivates students using the MBTI® instrument so that they can choose a career (and major) based on what they most value.

MBTI® Restore Your Balance

  • Facilitator: Oleh Kaarmik
  • Audience: All Employees
  • Time Frame: 2 Hours
  • PeopleSoft Code:  COM050
  • Prerequisites: MBTI®: Discover Your Type (COM 027) AND at least one intermediate level MBTI® class.

When our daily challenges stop being energizing and start feeling like unwanted pressure, we lose the normal balance of our personality Type. Our exaggerated ‘stress behavior’ has a lot in common with what we were like as children, before we had developed the maturity of balance. Your reactions to extreme or prolonged stress are predictable, natural, and healthy for your personality type. They are temporary and manageable. This class will make us aware of this change and how it plays out in our interactions. This critical knowledge then will be used to learn how to restore balance so that we can keep our greatest MBTI Type asset from becoming our blind-spot weakness.

 

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Register for Classes

  1. Carefully read the class descriptions and prerequisites  to find what best aligns with your needs.
  2. Have the course code listed when you register.
  3. Log into PeopleSoft Human Resources and navigate the menu in the following order:
    1. Main Menu
    2. Self Service
    3. Learning and Development
    4. Request Training Enrollment

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