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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

Calculating Modified Capacities for Social Distancing in Department Space

  • Facilitator: Michael Richards, Space Planning/Mapping Specialist – Planning Design and Construction
  • To assist w/Questions: Heather Cochran-Rock, Associated Director – University Event Services and Joanna Birbeck, Campus Space Manager – Planning Design and Construction
  • Audience: Department staff responsible for calculating modified capacities for social distancing in department space
  • Time Frame: 1.5 Hours
  • PeopleSoft Code: POL033
  • Prerequisites: None

Learning Objectives

To learn to measure and calculate modified capacities in department space for social distancing.

Learning Objectives

  • Ability to calculate social distancing capacities for department space.

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, a single great service experience can create a loyal business relationship for years to come.

Learning Outcomes

  • Learn what outstanding customer service looks and feels like
  • Practice skills that create positive first impressions, manage customer expectations, and build customer loyalty
  • Gain exposure to forward-thinking 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"

While conflict occurs in many different settings, it usually stems from disagreement, contradiction, or incompatibility. This class explores what motivates different MBTI types and how each type is likely to behave in conflict. With that knowledge, you will be able to handle conflict with less discomfort for maximum positive results.

Learning Outcomes

  • Learn about underlying conflict
  • Understand which attitudes drive behavior
  • Identify strategies for managing conflict
  • Practice conflict management

MBTI ®: How to Give and Receive Feedback

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

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.

Learning Outcomes

  • Gain an appreciation for the fact that people internalize feedback in different ways
  • Learn how to give and appreciate feedback while interacting
  • Practice effective feedback between types that are and aren’t like you

MBTI ®: How to Influence People

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

Influencing is about rapport and intentionality. 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.

Learning Outcomes

  • Learn key principles in persuading other MBTI types
  • Gain knowledge about the types that operate on preferences dissimilar to your own
  • Practice the skills of influencing in a friendly and supportive environment

MBTI® Improved Decision Making

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

Diversity of preferences is only as good as the effort we put into recognizing and harnessing those differences. This workshop helps individuals and teams explore their decision-making styles and develop more effective decision-making skills through better understanding of the Myers-Briggs® preferences.

Learning Outcomes

  • Learn how personality preferences influence decision making
  • Discover what can inhibit high-quality decision making
  • Learn how to leverage the diverse preferences to your benefit
  • Develop strategies to assist with both individual and group decision making

MBTI ®: Leading, Managing & Coping with Change

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

At times, the uncertainty which usually accompanies change 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.

Learning Outcomes

  • Deepen awareness about fundamental characteristics to facing change well
  • Assess your strengths
  • Identify your preferred style of managing change
  • Learn how to recognize and value the diverse ways of responding to change

MBTI®: Virtual Teams and the Critical Role of Effective Communication

  • Facilitator: Oleh Kaarmik
  • Time Frame: 1.5 hours
  • PeopleSoft Code: COM059
  • Level: Intermediate
  • Target Audience: Employees who want to improve their remote work effectiveness and productivity
  • Prerequisites: COM027- "Discover Your Type" or must already know your MBTI type

With the drastic increase in remote working, effective communication is more important than ever. High-quality communication is linked to smoother team functioning and better performance. With newly-formed virtual teams, organizations need to know how to implement effective virtual team communication strategies.

What do you - as an MBTI type - need to know to implement effective virtual team communication strategies.

Learning Outcomes

  • Explore the evolving shape of teams and trends for virtual teams in organizations
  • Understand what are the most crucial team elements which support high-quality communication
  • Develop personal and organizational strategies that can impact and improve the effectiveness of virtual teams

MBTI ®: Your Type in Action - Workplace

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

Being a team player and performing at one’s best are essential parts of workplace success. Because every type has particular strengths as well as type-specific areas for growth, each type needs to be valued for their unique strengths. With that, each type also needs to recognize areas where they are stepping out of their comfort zones.

Learning Outcomes

  • Evaluate your strengths and strengths of others
  • Clarify each type's needs, and discuss how these can be addressed
  • Design an action plan to harness the insights gained in this class

MBTI® Your Type and Stress

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

No matter the context—in work or in everyday life—individuals encounter stressors that can either undermine their performance or propel their success, depending on how they react to them. Learn how to recognize the circumstances or events that are likely to trigger stress reactions and how to deal most effectively with the challenges they present.

Learning Outcomes

  • Understand what motivates you and what drains your energy
  • Become more aware of your stress triggers and likely type-specific responses
  • Achieve a greater sense of balance in the workplace and in your personal life

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.

Myers-Briggs® can be used to retain students and help them achieve their full academic potential by selecting the major and future career aligned with MBTI type-specific interests, aptitude and learning style.

Learning Outcomes

  • Understand what motivates students of various MBTI preferences so that they can choose a major and a career based on what they value most
  • Learn how to strengthen students’ sense of purpose

MBTI® How to 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. Because our reactions to extreme or prolonged stress are predictable for your MBTI type, they can be managed better.

Learning Outcomes

  • Understand how prolonged or extreme stress affects your behavior in atypical ways
  • Learn how to recognize “in-the-grip” behaviors
  • Discover what you need to restore your type’s balance

 

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Register for Classes

Please Note: Registrations close 24 hours (one workday) in advance of online 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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