CITYWIDE TRAINING CENTER

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C ITYWIDE T RAINING C ENTER " Auditing " Communication " Computer Applications " Desktop e-Learning " IT Professional Courses and Certification " Management and Supervision " Procurement " Workplace Effectiveness Course Catalog SUMMER/FALL 2010 July 2010 3 January 2011 The Citywide Training Center (CTC) is an authorized provider of Continuing Education Units (CEUs) and professional development credits for various accreditation programs: International Association for Continuing Education and Training (IACET) NYC Citywide Training Center has been approved as an Authorized Provider by the International Association for Continuing Education and Training (IACET). In obtaining this approval, the NYC Citywide Training Center has demonstrated that it complies with the ANSI/IACET 1-2007 Standard which is widely recognized as the Standard of good practice internationally. As a result of our Authorized Provider membership status, the NYC Citywide Training Center is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET 1-2007 Standard.

One CEU is equal to ten hours of participation in an organized continuing education experience under responsible, qualified direction and instruction. Universal Public Purchasing Certification Council (UPPCC) Through the UPPCC, individuals who are currently employed in public purchasing have the opportunity to achieve industry-wide recognition by earning the Certified Public ... more. less.

Procurement Officer (CPPO) and Certified Public Procurement Buyer (CPPB) designation. The requirements for certification are based on professional experience and academic examination. National Institute on Governmental Purchasing (NIGP) The National Institute of Governmental Purchasing (NIGP) is a national, non-profit organization providing support to professionals in the public sector purchasing profession. NIGP provides its members with education, professional networking, research, and technical assistance. Institute for Supply Management (ISM) is a national and international organization in purchasing and materials management research and education. Microsoft IT Academy As a member of the Microsoft IT Academy program, the CTC provides City employees with a coordinated curriculum, courseware, and online collaboration tools to help people achieve certification in Microsoft technologies -- delivering a premium education on cutting-edge technologies. Microsoft Office (Certiport) Authorized Testing Center Pearson Vue Authorized Testing Center As an authorized Pearson Vue Testing Center, the CTC provides certification testing for: ACSM CWNP Radware Adobe EC-Council RSA Security Testing Agilent Technologies EXIN SAP Altiris Global Association of Risk Professionals Siebel Systems Testing Avaya Inc. Testing IBM Testing Siemens BMC Software Linux Professional Institute Testing SITA, Inc. Business Objects Lotus Testing Sun Microsystems 3 SAI Program Check Point Software Technologies Macromedia Testing Telecommunications Industry Association Cisco Systems, Inc. MatrixOne VERITAS CIW MySQL VMware, Inc CommVault Systems, Inc. National Instruments CompTIA Testing Novell Testing Citywide Training Center Authorized Provider & Accreditation Programs TABLE OF CONTENTS P A G E What 9s New at the CTC Summer/Fall 2010 .................................................................... i Special Training/Certificate Programs at the CTC Defensive Driving Strategies for Driver Improvement ............................................................ii The NYC Customer Service Professional Certificate Program...............................................iii New York City 9s Language Assessment and Training Program...............................................v Administrative Professional Certificate Program...................................................................vii E-Learning Opportunities at The CTC ..................................................................................viii CUNY at the CTC Public Administration Program ................................................................ ix Project Management Portfolio................................................................................................... x Workplace Effectiveness Courses .......................................................................................1 Communication Courses ........................................................................................................9 Management and Supervision Courses ...........................................................................16 Administrative Professional Certificate (APC) Program ........................................23 Special Seminars Citywide New Employee Orientation Program.......................................................................26 Conflicts of Interest Board (COIB) Seminars..........................................................................27 CUNY Courses at the CTC ..................................................................................................29 Procurement Courses Mayor 9s Office of Contract Services (MOCS)........................................................................33 Small Business Services (SBS)................................................................................................37 Learning & Education to Advance Procurement (LEAP) .......................................................39 Institute for Supply Management (ISM) Satellite Seminars....................................................41 Other Procurement Courses.....................................................................................................4 1 Audit Courses ...........................................................................................................................42 Computer Application and Operating System Courses Database....................................................................................................................... ............48 Spreadsheets................................................................................................................... ..........49 Email/Calendars................................................................................................................ .......51 Presentation................................................................................................................... ...........52 Word Processing................................................................................................................ ......53 Operating Systems.............................................................................................................. .....54 Desktop Publishing............................................................................................................. .....55 Graphics....................................................................................................................... ............56 Project Management ............................................................................................................ ....57 Web Page Development........................................................................................................... 58 Report Writing................................................................................................................. ........59 Desktop E-Learning ...............................................................................................................60 Mentored Learning .................................................................................................................66 Live Training Online ..............................................................................................................68 IT Professional/Certification Courses .............................................................................70 APPENDIX: Summer/Fall 2010 Course Schedule and CTC Application CTC Contact Information & Directions i Workplace Effectiveness Courses Accomplishing More with Less: Streamlining Your Workstyle Assertive and Influencing Skills for the Successful Administrative Assistant NYC Cultural Appreciation NYC Cultural Appreciation: Train the Trainer Taking Charge: Gaining Control of Your Professional and Personal Life Pages 1, 6, 8 ************** Communication Courses Customer-Focused Writing for Clear and Effective Communication Customer-Focused Writing for Clear and Effective Communication: Train the Trainer Page 10 *********** Management & Supervision Courses Accelerating Managerial and Leadership Growth and Change through Individual Development Plans (IDP) Creating Collaborative Relationships and Environments Negotiating Your Way Out of Workplace Conflicts Understanding and Managing Organizational Change Pages 10, 17, 20, 21 ********************** Mayor 9s Office of Contract Services (MOCS) Procurement Courses Administering Discretionary Contracts Best Practices in Financial Management for Nonprofit Vendors Best Practices in Fundraising Effective Volunteer Management Managing Political Activity and Interacting with Elected Officials Pages 33, 35 ************* Audit Courses Auditing Grants Page 43 ********** Computer Application & Professional IT Courses Excel 2007: VBA QuarkXPress 7: L1 & L2 Windows 7: L1 & L2 Illustrator CS4: L1 Mentored Learning Live Training Online Pages 51, 54-56, 66, 68 ********************* Special Training/Certificate Programs Courses Defensive Driving Strategies for Driver Improvement The NYC Customer Service Professional Certificate Program New York City 9s Language Assessment and Training Program Pages ii, iii, v ************** What 9s at the CTC Summer/Fall 2010 ii The Mayor 9s Office of Operations and The Citywide Training Center present Defensive Driving Strategies For Driver Improvement This workshop is designed to improve driver safety by changing the behaviors likely to cause accidents. It is taught by certified instructors who will focus on the roles and responsibilities of the individual driver, traffic laws, and emergency and defensive driving techniques. Participants will: - Identify risky driving attitudes and behaviors and their impact - Recognize the difference between good and defensive driving - Understand the effects of impaired physical/mental conditions on driving safety - Learn defensive driving strategies - Explore the benefits of occupant restraints and other safety techniques This Driver Improvement Course has been approved by the New York State Department of Motor Vehicles and Department of Insurance for point and insurance reduction in New York State. Participants who opt for the point and insurance reduction will receive a 10% reduction in insurance premiums for three years and up to four points off of their license. July 9, Aug 6, Sep 10, Oct 1, Nov 5, Dec 3, Jan 7 Basic Course: $9 Optional point and insurance reduction program (Additional $11) Beginning August 1, 2010, all City drivers are required to take a New York State DMV-approved defensive driving course. City drivers are defined as employees who drive a City vehicle for their job duties for 50% or more of their time. REGISTRATION Register by completing a Citywide Training Center Application 4 please indicate the course code, class title, date, and cost for the class. Submit the application to your training liaison who will forward your application to the CTC. C9167 Defensive Driving Strategies with Optional Point and Insurance Reduction: $20 C9170 Defensive Driving Strategies without Optional Point and Insurance Reduction: $9 iii The Mayor 9s Office of Operations Customer Service Group and The Citywide Training Center present The NYC Customer Service Professional Certificate Program All customer service representatives are the face and voice of our great City. And no matter what agency we work for or what our positions, we all share a common goal: to provide the best service to our fellow New Yorkers. The NYC Customer Service Professional Certificate Program is designed for customer service staff, managers, and supervisors, and emphasizes the key elements of customer service excellence. The goals of the NYC Customer Service Professional Certificate Program are: " To promote an environment of customer-friendly service in all City agencies " To develop consistent, transparent customer service values, expectations, and standards for all agency staff To be awarded a NYC Customer Service Professional Certificate, employees will complete three core courses and one elective: Core Courses: 1. Making the Connection: Excellence in NYC Customer Service This course focuses on the vital role that agency staff play in providing superior customer service and connects their job to the way the public perceives City government. In this workshop, participants will develop an understanding of the City 9s customer service values and define who our customers are. They will also role-play scenarios in order to develop positive communication strategies for managing challenging customer situations 3 helping staff develop skills that will allow them to connect with their customers. 2. Customer 0 Focused Writing for Clear and Effective Communication The Customer-Focused Writing course gives agency employees the tools and techniques to evaluate documents for six customer-centric criteria: clear purpose, relevant information, simple language, active voice, clean design, and reading level. The course emphasizes the importance of clear and effective communication and delivering the right message to agency customers. 3. NYC Cultural Appreciation The NYC Cultural Appreciation focuses on cultural awareness and sensitivity as an integral part of delivering excellent customer service. Through this training, participants increase self-awareness about personal values, motives, and beliefs, and understand how these impact their interactions with customers. Elective: 4. Job 0 specific skills training course This selected course should improve upon customer-service related skills that enhance the employee 9s job performance or function. This course must be approved by the Customer Service Group and the Citywide Training Center. All NYC Customer Service Professional Certificate Program courses are indicated throughout the CTC catalog and are outlined on the following page. Application and Letter of Recommendation: After finishing the core and elective courses, candidates will complete a CTC application and obtain a letter of recommendation from their supervisor or manager. Supervisors then submit these documents to the CTC. NOTE: NYC Customer Service Professional Certificate Program core courses will be administered through the Citywide Training Center or by a qualified agency training director or trainer; elective courses will be administered through CTC. Costs for each Customer Service Professional Certificate Program class are indicated in the catalog and on the CTC class schedule. iv The NYC Customer Service Professional Certificate Program Summer & Fall Schedule Candidates will complete THREE CORE Courses and ONE Elective PRO G RA M C O RE C O URSES ( A l l t h re e re q u i re d ) COURSE NAME DAYS DATES PAGE Customer-Focused Writing for Clear and Effective Communication 1 Aug 9, Oct 7, Dec 17 10 Making the Connection: Excellence in NYC Customer Service 1 Sep 1, Oct 5, Jan 26 4 NYC Cultural Appreciation 1 Aug 20, Oct 8, Nov 17 6 PROGRAM ELECTIVES (Choose one ) COURSE NAME DAYS DATES PAGE Action Grammar 2 Aug 18-19, Oct 21-22, Jan18-19 9 Attitude is Everything 1 Sep 13, Dec 15 1 Business Writing: Clarity through Critical Thinking 1 Oct 29, Jan 14 9 Conducting Effective Performance Appraisal Interviews 1 Oct 18, Jan 13 17 Creating Workplace Civility 1 Aug 16, Nov 1 2 Dealing Effectively with Different Personalities 1 Sep 17, Nov 30 3 Dealing with Difficult People 1 Jul 30, Oct 4, Jan 18 3 Developing Dynamic Listening Skills 1 Oct 25, Jan 27 11 cEasy d English for the Multi-Lingual Writer 2 Nov 18-19, Jan 12-13 11 Giving Effective On-Going Feedback 1 Dec 22 19 Having that cChallenging d Conversation 1 Sep 21, Dec 1 12 cPeople Smart d Strategies for Positive Relationships 1 Nov 19 6 Providing Exceptional Customer Service from the Help Desk 1 Oct 6, Dec 20 7 Revising, Editing and Proofreading 2 Oct 25-26, Dec 9-10 14 Successful Letter and Memo Writing 2 Jul 26-27, Oct 13-14, Jan 6-7 14 Writing Effective and Efficient Emails 1 Aug 17, Oct 21, Dec 1 15 Writing Performance Evaluations 1 Oct 8, Jan 11 15 v The Mayor 9s Office of Operations and The Citywide Training Center present In order to serve New York City 9s diverse population, it is important that City employees provide quality services to our 1.8 million limited English proficient (LEP) customers. The Mayor 9s Office and the Citywide Training Center (CTC) invite all multilingual City employees to participate in the NYCertified program. This program is designed to ensure the availability and the quality of interpretation and/or translation skills of the City 9s language bank volunteers who serve the City 9s LEP customers. As a NYCertified volunteer interpreter and / or translator, you will be able to: \x3 Participate in a language proficiency assessment and attend a training in interpretation and/or translation \x3 Develop the necessary skills to provide quality interpretation and/or translation for limited English proficient (LEP) customers \x3 Engage and network with an emerging community of language bank volunteers \x3 Make a difference within New York City by volunteering their language skills There are two different tracks that you can choose from 3 interpretation (which will assess your oral proficiency) or translation (which will assess your written proficiency). Proficiency Assessments Through case examples and practical exercises, the language proficiency assessments focus on how well you can use your foreign language skills while speaking or writing. Both the oral and written assessments are facilitated by Language Testing International (LTI), the exclusive licensee of the American Council on the Teaching of Foreign Languages (ACTFL). The Oral Proficiency Interview (OPI) is a phone-based assessment between a Certified ACTFL/LTI tester and a language bank volunteer. It assesses language proficiency in terms of the volunteer 9s ability to use the language effectively and appropriately in real life situations. It lasts 20-30 minutes. The Business Writing Test (BWT) is a booklet-based assessment. It measures how well a volunteer spontaneously uses his/her writing abilities in a language when encountering different situations (without access to revisions and/or editing tools). It lasts 90 minutes. Training Each training session will be 7 hours long (lasting one day) and it is designed to assist you in learning how to interpret or translate more effectively while discovering new approaches and solutions for the many challenges you may face when interpreting or translating at work. The trainings are taught by certified instructors who will focus on the roles and responsibilities of the volunteer interpreter and/or translator. New York City 9s Language Assessment and Training Program vi Interpretation Training LPA-1001 Days of Training: 1 0 CEU No Charge Date: TBA SEMINAR OBJECTIVES: " Modes of interpretation " Interpreter code of ethics and standards of practice " Analytic listening skills " Cultural mediation skills " Memory retention " Note-taking Translation Training LPA-1002 Days of Training: 1 0 CEU No Charge Date: TBA SEMINAR OBJECTIVES: " Basic components of translation " Translation techniques and strategies " Translation quality, ethics, and standards " The translation process " Accuracy and ethics " Tools and online resources Registration In order to register for NYCertified, visit us on our CityShare page at http://Cityshare.nycnet/nycertified . There you will be instructed to create a profile on the Citywide Volunteer Language Bank. Once you do this, and receive supervisory approval, the Citywide Training Center will contact you to schedule your proficiency assessment. Once you pass your proficiency assessment, CTC will notify you of the upcoming dates for a translation or interpretation. You can then sign up for the training by completing a Citywide Training Center Application. Upon successful completion of the language assessment and training program, and with the recommendations of the Mayor 9s Office, volunteers will receive a certificate indicating that they are NYCertified as a volunteer interpreter or translator. Target audience : Any City employee with foreign language skills is encouraged to participate in the NYCertified program. Volunteers must obtain supervisory approval to participate. NOTE : City Employees commit their time and language skills outside of their primary job responsibilities to the Language Bank on a voluntary basis. Employees must gain Supervisory approval to participate with the understanding that their primary job responsibilities will not conflict with their volunteer work. vii The Citywide Training Center Presents A Special Certificate Program The Administrative Professional Certificate Program he Citywide Training Center 9s Administrative Professional Certificate (APC) Program is tailored expressly for all levels of one of the largest representative workforces in the City of New York: the clerical and secretarial staff- our City 9s Administrative Professionals. Participating in this program provides these professionals with opportunities to refine their skills and develop new strategies for achieving optimum work outcomes while effectively managing the challenges in their work environment. T DCAS APC GRADUATES See pages 23-25 for more details viii New e-Learning topics include basic to advanced topics in: Professional Development Courses Microsoft Office Applications Windows Vista Computer Programming, Networking, & Security Courses A+ Certification Training Computer certification review & prep exams Web Page Development Desktop & Graphic Applications and much, much more! The CTC offers over 1,000 e - Learning courses that cover a wide range of topics in professional development courses, computer applications, professional IT and certification exams. Manage the pace of your learning with& \x2 Convenient 24/7 anytime, anywhere e-Learning \x2 A wide range of training topics \x2 Learning assessment tools \x2 CTC Special Pricing Packages See pages 60-65 for more details ix CUNY Courses at The CTC Public Administration Program Fall 2010 The Department of Citywide Administrative Services (DCAS) in collaboration with& The City University of New York (CUNY) Joseph S. Murphy Institute for Worker Education is providing City employees the opportunity to pursue a college degree at the Undergraduate , Graduate or Post MA level in& Public Administration & Public Policy Enroll in the CUNY/DCAS Public Administration Program and& Earn a Certificate in Public Administration and Public Policy from the City University of New York and the NYC Department of Citywide Administrative Services (DCAS) Apply credits toward a Bachelor 9s or Master 9s degree at Queens College, CUNY Union tuition reimbursement may apply. See pages 29-32 for more information on CUNY course offering, application deadline, and our schedule of information sessions x The Citywide Training Center Presents The Project Management Portfolio A Special Training Package As a leader, manager, or supervisor who is a project manager, you are the critical and central linchpin to accomplishing your workgroup 9s objectives. Your role requires that you achieve results even though you must deal with increased agency and departmental complexity, ever-growing workloads, and shrinking resources. The courses in this portfolio are designed to help you in your demanding role as a project manager. This portfolio contains an array of Project Management Intensives. Each intensive is a one-day investment that will help you grow your skill-set to get specific projects completed efficiently and effectively. Give yourself a quick break from the office. Join your cproject management d colleagues at these workshops where you can discover ways to be more productive, trade best practices, become more efficient, and reduce the stress of managing croutine d to the most complex projects. We recommend that those enrolling in these intensives have a solid background ---and have successfully completed course-work--- in project management. Select any 4 courses for $375 COURSE TITLE CODE DAYS DATES Communication and Collaboration for Project Success C9119 1 Sep 27, Dec 3 Negotiation and Conflict Resolution Skills for Project Team Members C9124 1 Oct 27 Powerful Project Presentations C9122 1 Nov 22 Project Management Refresher C9121 1 Sep 8 Resolving Project Management Issues C9125 1 Nov 5 Sustaining High-Performance Project Teams C9123 1 Oct 15 xi The Project Management Portfolio A Special Training Package Communication and Collaboration for Project Success C9119 Days of Training: 1 .6 CEU Sep 27, Dec 3 Communication is the single most important success factor for project management. Project managers must communicate project specifics with a wide-array of stakeholders across a broad period of time. Communication is the mechanism for achieving project management success. This one-day program develops effective communication skills for improved project performance. Participants will learn how to create a collaborative environment which encourages clear, open, continuous communication throughout the life of the project. SEMINAR OBJECTIVES: " Identify the skills necessary to encourage project team collaboration " Focus on goals and outcomes instead of personality and process " Negotiate cperformance agreements d and align stakeholders expectations " Reach agreement on task and timing on project steps and employee performance of these milestones " Solicit and offer feedback from team members in a productive and effective manner " Influence team participants by identifying their specific values and understanding their unique motivations " Cope productively with personality project member skills, values and differences " Use cFierce d Communications skills for uncovering hidden agendas that impede project progression " Complete a project communication plan that anticipates the needs of each stakeholder Target Audience: Managers, supervisors, technical professionals, program managers and project managers who want to improve project team processes Negotiation and Conflict Resolution Skills for Project Team Members C9124 Days of Training: 1 .6 CEU Oct 27 Being an effective project manager requires skillful negotiation and conflict resolution skills. This one-day workshop will help project team members master the art of dealing with unworkable situations where there appears to be no acceptable compromise. Participants will examine the unique challenges faced by team members and team leaders in dealing with different work styles and communication needs that can derail the most well-designed projects. They will develop strategies for managing and effectively resolving team conflicts. SEMINAR OBJECTIVES: " Practice methods for effectively managing different work styles of the project team " Recognize warning signs of team problems that potentially can derail a project " Surface hidden assumptions that block successful negotiation " Discover a process to uncover and resolve conflicts on a team " Learn and apply tips for fostering collaboration rather than competition " Apply negotiation concepts, tools and tactics to negotiate a win-win solution " Assess the conflict management and negotiation styles of others and compare these styles with your own conflict and negotiation style " Practice techniques for framing and reframing issues of key project personnel " Apply interest-based negotiating methods Target Audience: Project team members who want to resolve or manage team conflict xii The Project Management Portfolio A Special Training Package Powerful Project Presentations Managing a project requires buy-in from a wide variety of stakeholders, and delivering an effective presentation can mean the difference between a project 9s success or failure. This interactive workshop will provide participants with the skills and techniques needed to make powerful, persuasive, and high-impact project briefings and presentations to key stakeholders, including those in senior management. SEMINAR OBJECTIVES: " Identify the communication style of your audience and apply techniques that help you effectively deliver your message " Develop attitudes and skills needed to give dynamic project briefings " Learn how to copen d a project management presentation in order to gain buy-in and acceptance " Structure a presentation that keeps the audience focused and engaged " Obtain ctips d on delivery, to maximize your chances of delivering an effective project management presentation (i.e. how to overcome nervousness; dealing with difficult stakeholders) " Use visual aids that support and don 9t detract from your presentation " Handle questions effectively and criticism non-defensively " Follow an effective process to close your presentation Target Audience: Project managers who want to polish their skills for high-level presentations Project Management Refresher C9121 Days of Training: 1 .6 CEU Sep 8 This one-day intensive crefresher d workshop contains all the essentials of project management. The tools and techniques provided make it simple to design a project plan, set roles, create manageable goals and develop an implementation timeline. SEMINAR OBJECTIVES: " Define the project scope " Identify project management deliverables and milestones " Set SMART project objectives " Create a project cpath d and develop a strategy for keeping the project on track " Assign roles and responsibilities " Effectively manage project risks " Create timelines and benchmarking standards " Create a communication plan to keep key stakeholders informed and for reporting project progress and issues " Design an implementation plan Target Audience: Managers, supervisors, and directors who have been managing projects and want to refresh their project management skills C9122 Days of Training: 1 .6 CEU Nov 22 xiii The Project Management Portfolio A Special Training Package Resolving Project Management Issues This one-day workshop provides participants with a hands-on, confidential forum to discuss their most challenging project management issues in real time. Fellow participants and the facilitator will offer and provide key management strategies and cpersonal d wisdom, advice, and guidance for transforming cdifficult d situations to achieve positive outcomes. Examples may include handling complex project scope changes, working across departments, working with multi-faceted political issues, and others. SEMINAR OBJECTIVES: " Identify issues and challenges that can be cresolved d vs. those that must be cmanaged d " Understand your role in helping achieve resolution and better management of the situation " Receive advice, guidance, and suggestions for resolving issues from the facilitator and other participants involved in creal life d situations " Help other participants resolve and manage their project management challenges more effectively " Apply practical management tools to difficult and challenging situations " Receive feedback on your approach to problem solving across all stages of project management Target Audience: Project managers who are facing challenging workplace issues Sustaining High-Performance Project Teams C9123 Days of Training: 1 .6 CEU Oct 15 Teamwork is essential for project success, and high-performing teams are a must in this world of high expectations, intense competition, and competing needs. The goal of this workshop is to help participants build a high-performance project team - focusing on ways to establish relevant goals and increase group members participation and commitment to achieve results. SEMINAR OBJECTIVES " Identify the characteristics of effective project teams " Understand the stages of project team development and how these stages impact on project development " Align team expectations and clarify roles and tasks of the varying team participants and stakeholders " Plan and conduct effective team meetings " Propose methods for sharing power and leadership throughout the life of the project " Design a high-performance culture " Apply group decision making and problem solving skills Target Audience: Program and project managers who want to build and sustain high-performance project teams C9125 Days of Training: 1 .6 CEU Nov 5 Citywide Training Center Summer/Fall 2010 Course Catalog 1 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Accomplishing More with Less: Streamlining Your Workstyle C9084 Days of Training: 2 1.2 CEU $250 Oct 18-19 Achieving great results on a daily basis is a challenge. Often, employees and managers are asked to do more with fewer resources without being given a strategy for accomplishing this cstretch goal d. These vanishing resources might include the time to do the job, additional staff to help out on tasks, or budgets that support a project. In this seminar, participants will learn proven methods for being more creative and resourceful when performing daily tasks. These methods, including eliminating unnecessary task steps or designing a new approach to a project, will result in individuals performing with increased ease, efficiency and quality. SEMINAR OBJECTIVES: " Analyze a cstretch goal d and define the limitation of required resources " Identify the components of a creative and effective process improvement process which results in cdoing more with less d " Practice mapping tasks " Improve methods of achieving results and reducing errors " Create new streamlined methods for accomplishing tasks and projects " Demonstrate new skills to negotiate with and influence others to cdo things differently d according to your new process " Develop methods to evaluate if your new approach is working " Provide feedback to supervisors, managers and co-workers on new processes Target Audience : Managers, directors, supervisors, administrators, and professionals who want to develop their abilities to achieve higher results with limited resources Assertive and Influencing Skills for the Successful Administrative Assistant C9175 Days of Training: 1 .6 CEU $125 Oct 26, Jan 14 Assertiveness and influencing isn 9t an option for success-minded administrative assistants and clerical personnel 3 it 9s a must-have skill. It 9s your job to get the best results day in and day out and gain cooperation and commitment to get things done without being heavy-handed, steamrolling people and coming across as pushy. This workshop will provide you with the assertive and influencing essentials you need to get results, manage your workday with greater confidence and feel less stressed while you accomplish your tasks and assignments. SEMINAR OBJECTIVES: " Avoid crossing the line between assertive and aggressive behavior " Speak up assertively without seeming cpushy d " Assert yourself with confidence and professionalism " Defend yourself without letting your emotions get the best of you " Identify methods for dealing with aggressive individuals " Use assertive body language to communicate a clear message Target Audience: Administrative assistants and clerical personnel who want to gain assertive and influencing skills Attitude Is Everything C9266 Days of Training: 1 .6 CEU $125 Sep 13, Dec 15 Attitude is a highly personal and sensitive topic. As attitudes deteriorate, so do commitment, loyalty and, most importantly, performance. Everyone encounters setbacks that can shake their attitude into a negative focus. Attitude Is Everything provides individuals with the knowledge and skills to develop and maintain positive attitudes while becoming sensitive to underlying causes leading to negative attitudes. Participants will explore various methods for responding to different attitudes in a positive and productive way. SEMINAR OBJECTIVES: " Improve relationships and increase empathy and respect for others " Understand the consequences of a negative attitude in the workplace and the benefits of promoting a positive, healthy environment " Learn to transform negative attitudes into positive ones " Develop effective listening and communication skills " Achieve new levels of performance through goal-setting techniques " Learn practical and effective approaches to problem-solving Target Audience: Individuals who want to build and maintain better workplace relationships CTC Courses can be tailored for your agency 9s needs | citywidetrainingcenter@dcas.nyc.gov 2 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Creating an Effective Information Flow: Staying Informed and cIn the Loop d C9085 Days of Training: 1 .6 CEU $125 Oct 14, Jan 21 All staff members want to receive timely, accurate information about a wide range of topics 3 from policy and procedures to everyday news about the organization. Without this information, people feel cleft in the dark, d excluded from getting information that affects their life in the workplace. This workshop focuses on what one can do to avoid being left cout of the loop. d Participants will improve their ability to get the cright information d at the cright time d by exploring and developing pro-active communication strategies that are non-confrontational. SEMINAR OBJECTIVES: " Analyze pertinent information flow problems between you and your managers " Determine exactly what you need to do to get the information you need to do your job well " Get others to understand what you need: The cHUAA d method: Heard, Understood, and Acknowledged " Analyze and Increase your cEmotional Intelligence d quotient when requesting updates and creating new information flow methods " Act assertively to request information flow patterns that work to your advantage " Use the Five Step Problem Solving Method to create and confirm cStaying in the Loop d Strategies Target Audience: Managers, directors, supervisors, and professionals, and administrators who want to develop their abilities to stay proactively informed by others in the organization Creating Workplace Civility C9100 Days of Training: 1 .6 CEU $125 Aug 16, Nov 1 City employees may face angry, challenging, disruptive, and sometimes even dangerous behavior during the course of their work. Such behavior might involve conflict, harassment, intimidation, incivility, disrespect, verbal aggression, or even violence. Both internal and external customers could potentially present these behaviors at any time. At these times, it is vital that employees maintain a workplace culture using the guiding principles of Respect, Service, and Safety at Work ® . Creating Workplace Civility focuses on building employee confidence to proactively address problematic situations while maintaining their own professionalism. Participants acquire the skills to effectively respond to anxious, irrational, angry, hostile, and potentially dangerous situations and minimize the negative impact of these challenging encounters. SEMINAR OBJECTIVES: Participants will be enabled to: " Recognize early warning signs of anger or hostility " Invoke four essential priorities essential to violence response " Effectively utilize personal space, body language, and paraverbal communication to relieve tension and defuse hostility " Employ verbal intervention strategies to de-escalate situations before they become more disruptive or potentially dangerous " Maintain an objective and professional attitude when responding to an agitated individual This course is a component of the Prepare Training ® system, a program of the Crisis Prevention Institute, Inc. Target Audience : All City employees Citywide Training Center Summer/Fall 2010 Course Catalog 3 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Critical Thinking for Effective Decision Making C9275 Days of Training: 2 1.2 CEU $250 Sep 22-23, Dec 9-10 Critical thinking should be an integral component of the skill sets needed by managers and supervisors. It is reasonable, reflective thinking that will aid us in extracting and integrating discreet pieces of information in order to make effective decisions. This seminar will assist participants in analyzing the different styles of thinking and in distinguishing the elements in the critical thinking process. It will focus on how critical thinking can be applied to workplace issues and challenges and how to sharpen these skills for more effective explorations of problems, the search for alternative solutions, consideration of consequences, and establishment of action plans. SEMINAR OBJECTIVES: " Follow a structured model in the critical thinking process " Discover your own thinking style preferences " Build a framework for analyzing the cbig picture d " Determine how to find out what you don 9t know " Analyze the effectiveness and consequences of decisions " Come to better conclusions by knowing that you have cthought of everything d " Influence and persuade others with your rationale Target Audience : Managers, directors, supervisors, and professionals who want to develop critical thinking skills and apply them for managing workplace issues and challenges Dealing Effectively with Different Personalities C8001 Days of Training: 1 .6 CEU $125 Sep 17, Nov 30 This course will help participants to increase their personal effectiveness in dealing with people at all levels in an organization. It uses the cDiSC d Personal Profile System d assessment* enabling them to examine four personality types, to identify their own behavior profile, and to focus on ways to build and improve working relationships with everyone. SEMINAR OBJECTIVES: " Self-analysis of personal style as a manager, a supervisor, or a team member " Identify personal comfort zones and how to expand them " Develop techniques to enhance work effectively with diverse personalities " Compare how others see you with how you see yourself and use this information to identify your strengths and weaknesses " Learn to influence people whose styles clash with your own " Discover behavioral clues that identify the personal style preferences of people in typical work situations " Improve the quality of working relationships and reduce conflict Target Audience : Managers, supervisors, team members, and all staff who want to build better working relationships Dealing with Difficult People C6060 Days of Training: 1 .6 CEU $125 Jul 30, Oct 4, Jan 18 This workshop provides participants with techniques to enhance their skills for dealing with difficult people in the workplace. Participants will learn how to manage their own behavior, explore different coping mechanisms, and develop more effective communication skills when confronted with a difficult person or situation. SEMINAR OBJECTIVES: " Identify emotionally charged situations at work in order to minimize their impact " Practice strategies for gaining control of volatile situations " Apply techniques to take charge of work-place conversations " Learn how to fend off a personal attack without being drawn into a cno-win d showdown " Discover methods to keep pressure from affecting job performance Target Audience: Individuals who wish to discover better ways to deal with difficult people in the workplace CTC Courses can be tailored for your agency 9s needs | citywidetrainingcenter@dcas.nyc.gov 4 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Delegation and Time Management C2004 Days of Training: 1 .6 CEU $125 Oct 28, Jan 13 This course focuses on skills for organizing, planning, and prioritizing work assignments. Participants will learn strategies for developing short and long-term plans to delegate, track, monitor, and ensure successful completion of their unit 9s work. SEMINAR OBJECTIVES: " Analyze and improve work processes " Develop a personalized daily/monthly plan to accomplish goals " Identify and address time wasters " Manage interruptions and crises " Delegate work to appropriate staff " Overcome resistance to delegation Target Audience: Managers and supervisors responsible for delegating and balancing multiple tasks Essentials for Successful Project Management C1234 Days of Training: 2 1.2 CEU $250 Nov 15-16 This workshop will assist project managers in guiding an initiative from inception to successful completion. Focus will be on identifying and defining project objectives, efficiently and effectively coordinating project tasks, and applying the right processes and tools for managing a project team. SEMINAR OBJECTIVES: " Determine the project scope and feasibility " Sequence the project and establish realistic milestones " Build a project plan with contingencies for the unexpected " Utilize tools that facilitate workflow and accountability " Communicate project related information accurately and effectively " Develop a monitoring and control process for cost and resource allocation " Lead and motivate a project team Target Audience: Managers and professionals responsible for leading project initiatives The Mayor 9s Office of Operations Customer Service Group in collaboration with The Citywide Training Center Making the Connection: Excellence in NYC Customer Service C9130 Days of Training: 1 .6 CEU $125 Sep 1, Oct 5, Jan 26 This course focuses on the vital role that agency staff play in fostering superior customer service and connects their job to the way the public perceives City government. In this workshop, participants will develop an understanding of the City 9s customer service values and define who our customers are. They will also role-play scenarios that will give them the opportunity to examine and develop positive communication strategies for managing challenging customer situations-- helping staff develop skills that will allow them to connect with their customers. SEMINAR OBJECTIVES: " Understand the customer service vision and the importance of the City 9s customer service values " Recognize the difference between internal and external customers " Identify characteristics and expectations of the customer " Demonstrate the effects of successful written and verbal communication skills, effective listening skills, and positive body language when communicating with our customers " Understand the attributes of an excellent customer engagement " Identify and overcome barriers to effective customer service " Develop strategies for handling challenging situations Target Audience : City agency staff and front-line employees whose primary purpose and function are to provide service and directly interface with agency customers Citywide Training Center Summer/Fall 2010 Course Catalog 5 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Managing Multiple Priorities C5044 Days of Training: 1 .6 CEU $125 Oct 15, Jan 20 This program will prepare participants to better manage the multiple priorities faced in today 9s fast paced work environment. It will focus on how participants can take control of their workday with methods for maximizing efficiency and effectiveness and minimizing stress. SEMINAR OBJECTIVES: " Clarify and set work and personal goals and objectives " Develop skills that get you organized and help you stay organized " Take charge of time " Identify and keep top priorities in motion when everything is important " Recognize and overcome cproductivity killers d " Utilize planning and organizing tools to measure and monitor progress Target Audience: Individuals who need to balance multiple tasks and manage their time Maximizing Your Role on Your Team C9111 Days of Training: 1 .6 CEU $125 Sep 28, Nov 4 Every member in a workgroup or team wants to be useful, valuable and effective. This one-day program will help you develop your role on the team. Participants will experience the benefits of teamwork as a method for improving performance and productivity. Participants will also analyze their role on a team using a team-style inventory so that they can better understand how they can be more productive and influential. Participants will also learn to cflex d their team style so that they can add even more value and contribution to their existing team. SEMINAR OBJECTIVES: " Experience teams and teamwork " Discover the many benefits of having an effective team " Learn the guidelines needed for effective team work " Recognize your role on a team and identify ways to expand your influence and your role " Determine your team style " Analyze how to improve and expand your team style " Receive feedback from colleagues on techniques to make you an even more effective team member Target Audience : Employees, supervisors, managers, and professionals who want to better understand teamwork and improve their role on a team Negotiation and Conflict Resolution Skills for Project Team Members C9124 Days of Training: 1 .6 CEU $125 Oct 27 Being an effective project manager requires skillful negotiation and conflict resolution skills. This one-day workshop will help project team members master the art of dealing with unworkable situations where there appears to be no acceptable compromise. Participants will examine the unique challenges faced by team members and team leaders in dealing with different work styles and communication needs that can derail the most well-designed projects. They will develop strategies for managing and effectively resolving team conflicts. SEMINAR OBJECTIVES: " Practice methods for effectively managing different work styles of the project team " Recognize warning signs of team problems that potentially can derail a project " Surface hidden assumptions that block successful negotiation " Discover a process to uncover and resolve conflicts on a team " Learn and apply tips for fostering collaboration rather than competition " Apply negotiation concepts, tools and tactics to negotiate a win-win solution " Assess the conflict management and negotiation styles of others and compare these styles with your own conflict and negotiation style " Practice techniques for framing and reframing issues of key project personnel " Apply interest-based negotiating methods Target Audience: Project team members who want to resolve or manage team conflict CTC Courses can be tailored for your agency 9s needs | citywidetrainingcenter@dcas.nyc.gov 6 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES NYC Cultural Appreciation C9150 Days of Training: 1 .6 CEU $125 Aug 20, Oct 8, Nov 17 The NYC Cultural Appreciation training focuses on cultural awareness and sensitivity as an integral part of delivering excellent customer service. Through this training, participants increase self-awareness about personal values, motives, and beliefs and understand how these impact their interactions with customers. Target Audience: City agency staff and front-line employees whose primary purpose and function are to provide service and directly interface with agency customers NYC Cultural Appreciation: Train the Trainer C9152 Days of Training: 1 .5 CEU N/C Jul 6 (9:00a-3:00p) This class is designed for agency trainers so they can implement the NYC Cultural Appreciation training in their own agencies. cPeople Smart d Strategies for Positive Relationships C9156 Days of Training: 1 .6 CEU $125 Nov 19 Smart thinking is the basis for smart actions and communications with others. Individuals who are not cpeople smart d waste time on personality conflicts and complaining and lose control when faced with tense and stressful situations. Individuals who lack smart strategies undermine their performance and work. This course is for any administrative assistant who wants to learn how to think wisely, become more optimistic and use their energy sensibly. SEMINAR OBJECTIVES: " Learn how to hear yourself think and stop responding automatically " Utilize a new mental script to change the way you think about challenging situations " Discover how to talk to yourself differently and motivate yourself to make positive choices when you are communicating " Assess your listening strengths and liabilities to show respect and consideration when working with others " Analyze people 9s communication styles to improve your working relationship with them " Distinguish between those things that you cannot change and those that you can change to use your energy wisely Target Audience: Administrative assistants and clerical personnel who want to develop their cpeople smart d strategies and use them in a positive and constructive way in relationships with others Project Management Refresher C9121 Days of Training: 1 .6 CEU $125 Sep 8 This one-day intensive crefresher d workshop contains all the essentials of project management. The tools and techniques provided make it simple to design a project plan, set roles, create manageable goals and develop an implementation timeline. SEMINAR OBJECTIVES: " Define the project scope " Identify project management deliverables and milestones " Set SMART project objectives " Create a project cpath d and develop a strategy for keeping the project on track " Assign roles and responsibilities " Effectively manage project risks " Create timelines and benchmarking standards " Create a communication plan to keep key stakeholders informed and for reporting project progress and issues " Design an implementation plan Target Audience: Managers, supervisors, and directors who have been managing projects and want to refresh their project management skills Citywide Training Center Summer/Fall 2010 Course Catalog 7 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Providing Exceptional Customer Service from the Help Desk C9083 Days of Training: 1 .6 CEU $125 Oct 6, Dec 20 Do you spend most of your day on the phone, helping people solve computer-related problems? If you do, this program is designed for you to help you deliver exceptional customer service while meeting the challenging technical needs of your agency and clients. The workshop will sharpen your listening and questioning skills so that you can assist users more effectively through empathy and concern. It will help you work more successfully with callers who may demonstrate difficult behaviors, such as those who have trouble identifying the issue or who are emotional. SEMINAR OBJECTIVES: " Identify tips and methods for overcoming service challenges " Recognize factors that contribute to a cservice mind-set d " Utilize effective communication and listening skills to enhance service " Identify tips for managing customer service related stress " Develop techniques for better time management " Construct a step-by-step Action Plan for delivering exceptional customer service Target Audience: Individuals working in a Help Desk environment Resolving Project Management Issues C9125 Days of Training: 1 .6 CEU $125 Nov 5 This one-day workshop provides participants with a hands-on, confidential forum to discuss their most challenging project management issues in real time. Fellow participants and the facilitator will offer and provide key management strategies and cpersonal d wisdom, advice, and guidance for transforming cdifficult d situations to achieve positive outcomes. Examples may include handling complex project scope changes, working across departments, working with multi-faceted political issues, and others. SEMINAR OBJECTIVES: " Identify issues and challenges that can be cresolved d vs. those that must be cmanaged d " Understand your role in helping to achieve resolution and better management of the situation " Receive advice, guidance, and suggestions for resolving issues from the facilitator and other participants involved in creal life d situations " Help other participants resolve and manage their project management challenges more effectively " Apply practical management tools to difficult and challenging situations " Receive feedback on your approach to problem solving across all stages of project management Target Audience: Project managers who are facing challenging workplace issues Sustaining High-Performance Project Teams C9123 Days of Training: 1 .6 CEU $125 Oct 15 Teamwork is essential for project success, and high-performing teams are a must in this world of high expectations, intense competition, and competing needs. The goal of this workshop is to help participants build a high-performance project team - focusing on ways to establish relevant goals and increase group members participation and commitment to achieve results. SEMINAR OBJECTIVES: " Identify the characteristics of effective project teams " Understand the stages of project team development and how these stages impact on project development " Align team expectations and clarify roles and tasks of the varying team participants and stakeholders " Plan and conduct effective team meetings " Propose methods for sharing power and leadership throughout the life of the project " Design a high-performance culture " Apply group decision making and problem solving skills Target Audience: Program and project managers who want to build and sustain high-performance project teams CTC Courses can be tailored for your agency 9s needs | citywidetrainingcenter@dcas.nyc.gov 8 WORKPLACE EFFECTIVENESS COURSES WORKPLACE EFFECTIVENESS COURSES Taking Charge: Gaining Control of Your Professional and Personal Life C9112 Days of Training: 1 .6 CEU $125 Oct 29 Everyone experiences times when they feel out of control in their professional and personal lives. Your ability to feel cin charge d of events depends on whether you have a particular personality profile: an Internal or External clocus of control d. Having an Internal clocus d of control can be referred to as cself-agency d, cpersonal control d, or cself-determination d. Psychological research has found that people with more internal clocus d of control seem to be better off, e.g., they tend to be more achievement oriented. In this workshop, you will learn how to strengthen your ability to take charge of challenging situations. SEMINAR OBJECTIVES: " Learn what is 8locus of control d regarding your ability to take charge of your life " Identify the major forces in your life that causes you to feel cout of control d " Determine strategies that empower you to take charge of your personal and professional goals " Create and active plan to determine a path to increased autonomy in all aspects of your life Target Audience : Managers, directors, supervisors, and professionals who want to increase their abilities to take charge of professional and personal situations Time Management Strategies C8002 Days of Training: 1 .6 CEU $125 Oct 28, Jan 13 This course will assist participants in taking control of the time in their work day. Participants will identify unproductive work habits and learn a wide array of time management tips and techniques to maximize their effectiveness. Focus will be on setting priorities and planning as the cornerstones of developing productive work habits. Participants will also identify those strategies that best fit their work style and the realities of their work environment. SEMINAR OBJECTIVES: " Identify individual work styles " Learn how to get organized and manage time in a variety of ways " Select specific individualized time management strategies " Develop and implement time management strategies Target Audience: All who wish to develop tailored, immediate, and practical time management skills Working with Generations X, Y, and Z C9263 Days of Training: 1 .6 CEU $125 Sep 8, Nov 22 Today 9s workplace is a multi-generational place in which people of all ages must be able to interact positively to accomplish goals. Research has shown that the differing styles and values of Generations X, Y, and Z have a dynamic impact on workplace issues including communication, empowerment, supervision, learning, and recognition. This course will focus on understanding various generational styles so we can learn to appreciate the values and principles different generations bring to the workplace. SEMINAR OBJECTIVES: " Identify who is in the workplace now " Analyze the different characteristics of Generations X, Y, and Z " Recognize the specific needs of each generation " Develop techniques for communicating and working across generations to optimize the workplace experience " Develop an action plan for working with different generations Target Audience: Staff who want to develop strategies and techniques for working in a multi-generational environment Citywide Training Center Summer/Fall 2010 Course Catalog 9 COMMUNICATION COURSES COMMUNICATION COURSES Action Grammar C5031 Days of Training: 2 1.2 CEU $250 Aug 18-19, Oct 21-22, Jan 18-19 This course is designed to answer the most frequently asked questions about grammar, punctuation, and usage. Focus is on the grammatical issues that are essential for ensuring that on-the-job writing reflects a polished, professional image. SEMINAR OBJECTIVES: " Identify well-constructed sentences and correct run-on sentences and sentence fragments " Create transitions between sentences " Use correct verb tenses " Learn the principles of subject-verb agreement " Form possessives of singular and plural nouns " Use pronouns correctly " Learn rules of capitalization and correct punctuation, including commas, semi-colons, colons, and quotation marks " Understand the meanings and differences of commonly misused words, including words that sound alike and look alike Target Audience : Individuals who want to enhance or refresh their understanding of Standard English grammar Business Writing: Clarity Through Critical Thinking C2036 Days of Training: 1 .6 CEU $125 Oct 29, Jan 14 By learning to think critically you can increase your ability to write with greater clarity. You will be able to more precisely analyze information and assess a particular task, subject, issue, etc. This one-day course will help you to use critical thinking skills and provide practice in a specific writing model to improve your business writing and completion of both large and small writing projects. SEMINAR OBJECTIVES: " Learn to ask appropriate questions to gather relevant information in an efficient manner " Assess information in order to determine reliable and trustworthy conclusions " Organize and draft content to increase clarity " Apply a problem s

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