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About the certificate programs:
Office Professional
The Office Professional Certificate Program is designed to develop the specific competencies for a successful Office Professional. This program broadens communication skills for front line professionals; focuses on essential interpersonal skills that are necessary to be successful in the workplace; and includes advanced level training in managing priorities and working with others.
Student Academic Services Professional
The Student Academic Services Professional Development Program (SASPDP) provides training related to working directly with students, mainly in the area of academic advising. The curriculum, helps participants develop specific competencies for academic advising, offers consistent training and information for academic advisors and non-advisors who work directly with students (i.e., academic assistants, program and project coordinators, academic professionals, etc.), and provides proactive, in-service development activities for continuing education in this area.
Defining Customer Service
The Defining Customer Service certificate provides Georgia Tech staff enhanced training opportunities in the area of Customer Service. This enables Georgia Tech staff to provide the highest quality services to our community and improve the overall experience of faculty, staff, students and visitors. This is the first step in improving the services the Institute provides by making them faster, friendlier and easier, thereby making Georgia Tech a more welcoming and enjoyable place to learn and grow.
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9/17/2009
(SASPDP) Ethics and Confidentiality in Advising
Required -- Student Academic Services Professional Certificate Program
Instructor: Debbie Rice
Student Center Commons Room Crescent Room
8:30 am - 12:30 pm
Cost: free
This interactive session will cover areas of ethics and confidentiality in advising including FERPA, legal aspects of disabilities, harassment, Honor Code, Counseling, Discrimination and when and where to refer students to counseling and the Dean of Students Office.
9/22/2009
(OP-E) Successful Meeting Management
Elective --Office Professional and Student Academic Services Professional
Instructor: Frances Micale
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
Learn how to plan and execute successful meetings. Know the objectives that drive the purpose of the meeting. Find out who you should be communicating with about meeting planning tasks. Do you have the appropriate facilities and audiovisual equipment? Are all planned participants clear on the purpose of the meeting? Is a meeting necessary? Participants in this class will receive "take-aways" for their toolkits to help them better plan meetings.
9/29/2009
(OP) Time Mastery
Required -- Office Professional
Elective -- Student Academic Services Professional
Instructor: Debbie Woodham
Savant Building Room 308
8:30 am - 5:00 pm
Cost: $150
The entire workshop is built around a Time Mastery Profile(tm), a self-assessment consisting of 60 statements that help you determine your own time-related behavior in 12 categories. Through this course you will learn that time management is really event management. You will discover practical, everyday skills for using your time wisely and managing projects, phone calls, daily tasks, and other responsibilities in a logical and organized manner. The Time Mastery Program prepares you to take control of the events in your professional and personal life.
9/30/2009
(OP) Telephone Techniques
Required --Office Professional
Instructor: Debbie Woodham
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
This program uses highly interactive methods involving role-playing. Emphasis is placed on the need to recognize co-workers as internal customers and covers such topics as telephone etiquette, telephone management skills, problem solving, dealing with language, cultural and communication barriers, voice mail pros and cons, and listening approaches.
10/1/2009
(OP) Improving Interpersonal Communications
Required -- Office Professional
Elective -- Student Academic Services Professional
Instructor: Rhonda Hight
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
"What Did You Say?" This course is designed to improve interpersonal communications with all people. Utilizing the DISC Profile as a foundation for discussion, participants will have an opportunity to identify their dominant personality style, and the way it translates into their communication style. Additionally, this course provides participants with a reality-based definition of good communication.
10/6/2009
(OP-E) Taking Charge of Change
Elective --Office Professional
Instructor: Ed Leader
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
From the kaleidoscopic world economy to mushrooming technology, nothing in our physiological or psychological lives is more pervasive or omnipresent today than change.
Taking Charge of Change training will help each person to recognize the need to develop a personal Change Strategy of their own. The guiding premise? Unless we can formulate a plan to take charge of change, it will inevitably take charge of us.
10/7/2009
(CS) - Creating an Exceptional Service Environment by Exceeding Expectations
Elective - Defining Customer Service
Instructor: Customer Care Institute
Savant Building Room 203
8:30 am - 12:30 pm
Cost: $250
Discovering what customers expect so those expectations can be exceeded is a key to exceptional customer service. Participants will define an exceptional service environment, identify the <i>tone at the top,</i> identify what needs to be done to exceed customer expectations and use the EZ access model to create a culture of exceptional service.
10/8/2009
(CS) - Becoming a Customer-Focused Organization
Elective -- Defining Customer Service
Instructor: Craig Cochran
Savant Building Room 203
8:30 am - 12:00 pm
Cost: $200
Organizations exist for one reason: to serve their customers. This is a fact whether you work within education, industry, government, or anything else. The trouble is that most people don�t really understand their role in driving customer loyalty. This practical workshop will provide the knowledge and tools to energize everyone in pursuit of being customer-focused. We�ll cover the following topics:
- Identifying internal customers
- Developing process for satisfying internal customers
- Essentials of customer feedback
- Evaluate sample customer surveys
- Select customer feedback questions
- Effective complaint handling
- Developing a complaint procedure
10/8/2009
(OP-E) Power Communications for Women
Elective -- Office Professional
Instructor: Gwen Thomas
Student Success Center Room Press Room A
8:30 am - 3:30 pm
Cost: $200
Feel you're not being taken seriously or given the credit you deserve? If you want power, you need to learn the language. In this fast-paced seminar, you'll learn how to communicate with confidence and clout. Identify speech patterns that may sabotage your credibility. Understand how your body language may convey a different message than your words. Learn the language of empowerment and communicate your way to success!
10/9/2009
(OP-E) Get Organized NOW
Elective - Office Professional
Instructor: Peggy Duncan
Savant Building Room 203
08:30 - 3:30 pm
Cost: $150
In our quest to get more things done with less, we often overlook a key factor of why it's not working. Disorganization makes you waste time. The hours you spend digging through piles looking for something on your desk or scrolling for documents on your computer could be better spent completing a project, developing your skills, or just plain relaxing. And mind clutter makes you miss deadlines and forget simple requests from your boss, co-workers, and family.
This workshop will teach you the principles of organization and how they apply to every aspect of your life. You'll learn simple ways to change how you work that will help you get things done. You'll learn how to:
- Eliminate clutter one pile at a time.
- Distinguish between things to keep and things to trash.
- Create a system for files on your desk and your computer.
- Set up systems for handling paper that will keep your desk clear.
- Unclutter your mind trying to remember with simple ways to track projects, coordinate meetings, and keep everyone else on target.
- Manage mail, e-mail, and voicemail overload.
- Prioritize work, handle interruptions, say no, and reduce procrastination.
- Develop your complete filing system using the skills you learn in the training.
10/14/2009
(OP) Building Better Work Relationships
Required -- Office Professional
Instructor: Anita Hope
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
Many of us spend as much time with our co-workers and boss as we do with our families. This program focuses on the interpersonal skills needed for creating and maintaining effective working relationships. Participants explore different options for "gaining agreement" and assess their personal preferences for influencing others without formal authority. The class will practice a three-step process for convincing co-workers to support their ideas and points of view. In addition, attendees will examine a proactive model for negotiating assignments with the boss and will develop a short action-plan for utilizing their newly acquired skills back on the job.
10/15/2009
(OP) Grammar Goes to Work
Required -- Office Professional
Instructor: Bobbi Kornblit
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
This fast-paced, interactive course provides an easy-to-grasp review of grammar and usage rules. Learn to create error-free documents by mastering punctuation, spelling, word choice, and sentence structure. Polish your writing skills in this one-day workshop.
10/16/2009
(OP) Management Skills for Office Professionals and Admin Support Staff
Required -- Office Professional
Instructor: Merle Strangway
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
Office Professionals and Administrative Support Staff have numerous management responsibilities. This class provides the initiative-oriented skills you need to do your job effectively with professional confidence. Find out how to facilitate team effort and team decisions. Bring control to chaos through planning, organizing, and scheduling. Gain insights into how you can better set your professional goals.
10/20/2009
(OP) Dealing with Difficult People
Required -- Office Professional
Instructor: Ed Leader
Savant Building Room 203
8:30 am - 3:30 pm
Cost: $150
Do you dread certain situations at work or in your personal life because of the hostile or unresponsive encounters you have learned to expect? Do you feel powerless to cope with behavior that consistently leaves you depressed and defeated? This program will provide you with techniques on how to change conflict to compromise. You will be introduced to the four most common types of difficult people while learning how to maintain your composure under fire.
10/21/2009
(CS) - Establishing Standards and Measurement
Elective -- Defining Customer Service
Instructor: Customer Care Institute
Savant Building Room 203
8:30 am - 12:30 pm
Cost: $250
Recognizing best practice standards and measures in world class organizations is an important step in providing exceptional customer service. Participants will define and develop standards, write SMART goals, identify specific measurements, and experience a coaching model that can be used when standards are not met.
10/29/2009
(SASPDP) - Student Development, Learning and Diversity (Part 1)
Required -- Student Academic Services Professional
Instructor: Danielle McDonald, John Stein
Savant Building Room 203
9:00 am - 4:30 pm
Cost: free
This two- part course will cover a broad overview of basic concepts and research related to student development and learning with a focus on how this relates to student performance, suitability for various courses and programs, needs for tutoring, counseling or additional mentoring programs, etc. Current cultural issues and information on the types of students we see at Georgia Tech will be discussed. Strategies for meeting diverse student population needs will be discussed. Information which is presented to students in GT1000 related to the academic culture (including differences in experiences between high school and college, faculty expectations, and learning at Georgia Tech).</p>
10/30/2009
(CS) - Fundamentals of Customer Service
Required -- Defining Customer Service
Instructor: Mark Mayberry
Student Success Center Room Press Room A
8:30 am - 12:30 pm
Cost: $250
What does it take to raise the level of Customer Service at Georgia Tech for Internal [Faculty and Staff] and External [Students and Visitors] Customers? Attendees will be challenged to determine their own Customer Service vision, and then to deliver on this vision.
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