Training & Development: Staff Development Core Skills Classes

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Creative Conflict Communication (4 hours)

Understanding and responding constructively to interpersonal and organizational conflict is essential. Many people in organizations respond to conflict by trying to avoid it, or by being frustrated because they do not know what to do with either the emotions or content driving the conflict. Ineffective conflict management is time-consuming, costing organizations money and productivity. This class is about managing differences productively and efficiently while maintaining positive relationships.

Facilitator: Donna Kramer, CWU Ombuds Department

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Communicating Effectively in the Workplace (4 hours)

Understanding others perceptions enables you to effectively adapt your communication style within the workplace. It is also important to learn how to recognize others' communication preferences and build the necessary skills to work effectively with others. Knowing yourself leads to enhanced self-confidence, teamwork, and leadership capabilities.

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Customer Service Excellence (4 hours)

Whether you are the person on the front line, or the one serving the front line, you touch customers. Everyone serving internal or external customers needs these fundamental skills! Excellent service starts with the attitude of the individual service provider. This class helps learners see the connection between how they feel when receiving good and bad customer service and those feelings of the customers they serve. Each contact point with a customer is an opportunity to delight or disappoint. Learners will be guided through a simple analysis of their role, and the service contact points for which they are responsible. It is also the little things that make a big difference.

Facilitator: Michael Horne, Human Resources

By the end of this program you will learn:

• Basic Elements of Customer Service
• Using CHARISMA Effectively
• Moments of Truth
• Function versus Essence
• Company and Self Evaluation
• Do's and Don'ts of Customer Service
• 10 Good Customer Service Habits

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Ethics: Making Right Decisions (4 hours)

The state ethics law applies to staff, supervisors, and family members depending on the situation and circumstance. The law has set ethical standards of behavior for state employees with the expectation that employees will adhere to these standards. This law requires continued ethics training and reminders to assist everyone in applying ethical principles and guidelines.

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Cooperative Problem Solving Workshop (Five 3-hour sessions)

This is a 5-week, 15-hour experiential class designed to help faculty and staff understand and practice the Cooperative Problem Solving model for managing conflict. The Cooperative Problem Solving process focuses on encouraging mutual agreements and developing positive relationships. Each workshop session is co-facilitated by a member of the Dispute Resolution Consultation and Training team of CWU.

The workshop is highly interactive and addresses:

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Four Steps to Clear Communication (Three 2-hour sessions)

A new workshop based on the work of Marshall B. Rosenberg, PhD, and the Center for Nonviolent Communication. This class teaches people a language of honesty and empathy which increases goodwill and creates an environment where conflict can be resolved. It teaches people how to avoid language that creates resentment or lowers self-esteem. The training emphasizes personal responsibility for our choices and teaches a communication method that is motivated by compassion, rather than by fear, guilt or shame.

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Practicing Compassion for Self and Others (1½hours)

This two-part class is based on the principles of Nonviolent Communication and is available for CWU staff and faculty who have already participated in the basic Four Steps to Clear Communication class. In these sessions you will have the opportunity to deepen your experience of empathically connecting with yourself and others.

Facilitator: Donna Kramer, Ombuds Department

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Teams, Team Building, Problem Solving & Decision Making (4 hours)

In order to be effective, a supervisor needs to be a team leader and facilitator, not just the boss. These new roles require a whole new set of developmental skills.

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CWU's Handling Conflict & Difficult Situations (2 hours)

A class specific to understanding and interpreting the CWU Domestic Violence Policy, domestic violence in the workplace and handling difficult situations. An excellent class for supervisors.

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CWU's Emergency Preparedness Plan & Responding to a Hostile Intruder (2 hours)

A class designed to incorporate CWU's Emergency Plan, police and community response to a hostile intruder. This class was designed as a result of recent campus tragedies to provide more awareness of CWU's response capabilities and to answer questions about what you should do in an emergency.

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Informal Mediation Skills for Staff and Faculty (2 hours)

Would you like to learn more about being a peacemaker? Would you like to learn how to assist others through a conflict? A new workshop from the Ombuds Office, this training for CWU staff and faculty presents a direct, concise method for assisting others through disputes. Less structured than formal mediations, this technique gives you a way to help people understand and hear what's important to each of them, and strategize ways to move forward. Develop your peacekeeping skills through the theory and practice sessions in this class. If you'd like more information, please call Donna Kramer at #1466.

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Promoting Appropriate Workplace Behavior - REQUIRED (1 hour)
All staff and faculty

Facilitator: Michael Horne, Human Resources

Everyone has the right to be treated fairly at work and not to be made to feel uncomfortable there. Harassment may seem like it is very hard to define, but that isn't really the case. It's legally defined and it incorporates moral codes that everyone can understand. Although sexual harassment is clearly defined by laws, the line between right and wrong is often unclear. There are also various rules and regulations, policies, and laws that govern more specific types of workplace conduct. Unfortunately, this is the area which many employers and employees alike often call "gray."

This session can help you in making wise choices, as well as help you consider consequences of inappropriate workplace behavior. This program will help you:

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New Employee Orientation
All staff and faculty

Facilitator: Michael Horne, Human Resources

The CWU New Employee Orientation is designed to welcome new staff, share information on services, benefits, and programs, and assist with your transition within the CWU community. This 2-hour program is mandatory for all new staff and is held the first Thursday of each month.