workforce learning catalog - personnel services … · leadership and organizational ... efficiency...

January – December 2013

Website: http://hratraining.saccounty.net

Workforce Learning Catalog Department of Personnel Services

Inside This Issue: L&OD Staff …………………………………………2 Guidelines and Class Information ……….5 Training Locations ……………………………..7 Outside Training Resources ………………..8 Supervisor Academies ………………………..9 Lead Academy …………………………………..17 Employee Development …………………….20 Mandated Training …………………………..26 Internal Presenters ……………………………28 External Presenters …………………………..31 Computer Training ……………………………32

http://hratraining.saccounty.net/

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from:

Leadership and Organizational Development Office

Our office is dedicated in providing support to the County’s mission of promoting individual responsibility and achievement through designing, developing and delivering workforce learning programs for County employees. Our programs support our employees in enhancing their communication and interpersonal skills to forge effective working relationships and to ultimately, achieve the highest quality of public service.

Workforce learning courses meet the needs of our diverse employee population and include the following topics: mandated, supervisory and employee development workforce programs, as well as new employee orientation. Our office also provides support for the County’s online performance evaluation system (PEP) and Preventing Workplace Harassment and Discrimination web based training programs.

The Leadership and Organizational Development training team along with subject matter experts provide learning and development courses to support the County’s workforce in:

• Enhancing internal and external customer service;

• Managing risk by ensuring compliance with policies, procedures and laws;

• Boosting morale, efficiency and productivity by managing change, stress and conflict in the workplace, as well as enhancing communication.

You are invited to review our web page at http://hratraining.saccounty.net/ to access additional workforce learning resources and information.

We look forward to supporting your success!

Sincerely,

The Leadership and Organizational Development Team


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Department of Personnel Services Leadership and Organizational development Office

700 H Street suite 5720 Sacramento, CA 95814

Phone: 916-874-7711 ~ Fax: 916-874-8029 Email: [email protected]

Website: http://hratraining .saccounty.net

Cori Stillson ~ 916-874-6494 ~ [email protected] Training & Development Manager and Equal Employment

Opportunity Officer

Oversees Management of Leadership and Organizational Development Projects & Programs, Facilitates AB 1825 Training &

various other classes, manages online Performance Evaluation System

Catherine Crusade ~ 916-874-4620 ~ [email protected] Sr. Training & Development Specialist

Supervisor Workforce Effectiveness Program, Lead Academy, Customer Service courses, the County wide MHN programs, The Development of the Online Supervisor Learning Exchange and facilitates various workforce

Learning Classes

Joy Lucero ~ 916-874-7853 ~ [email protected] Office Specialist II/C

COMPASS support including: establishing class schedules and information, coordinates L&OD training materials and class set up,

supports AB 1825 administration

Latrice Toney ~ 916-874-1646 ~ [email protected] Office Specialist II/C

Designs L&OD catalog and marketing material, Maintaining L&OD Web Page, COMPASS support, coordinates L&OD classes / scheduling of the training calendar, support for AB 1825 administration and Support for

PEP Administration

mailto:[email protected]





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Leadership and Organizational Development Webpage

Need assistance? Can’t find what you’re looking for?? Check out our web page at: http://hratraining.saccounty.net

If you need additional assistance please telephone the L&OD Office at 874-7711 or send an

e-mail to [email protected]



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PEP ~ PERFORMANCE ENHANCEMENT PROGRAM The performance of our employees is a key component in the overall performance of Sacramento County. The County’s Performance Enhancement Program (PEP) transforms the employee evaluation process into a springboard to support employees in career development, goal setting and skill enhancement. This takes employees to the next level by improving job satisfaction, morale and productivity. PEP can be leveraged as a conversation starter between supervisor and employee, and enhances communication. The system provides supervisors an opportunity for assessment of the employees performance in completing department and individual goals. Supervisors provide feedback through their ratings and comments on the specific competencies required for an employee to perform a job. A self-assessment section allows for the employee to make comments on their performance in these areas and to development a career plan by completing the Employee Development section. PEP provides an opportunity to ensure that employees and supervisors are “on the same page” in accomplishing their work unit goals and expectations.

NEO ~ NEW EMPLOYEE ORIENTATION The County’s New Employee Orientation (NEO) is coordinated by the Leadership and Organizational Development Office and is usually offered on the fourth Monday of each month at 700 H Street from 7:45AM to 11:45AM. New Employee Orientation is an opportunity to welcome new and/or returning employees, and provide participants with a better understanding of the County. This includes an overview of the County organization chart, the mission, vision and values, Board of Supervisors and more. A customer service segment is also presented to reinforce the County’s value of providing quality service to the citizens of Sacramento. As County Executive, Brad Hudson states “customer service is an essential ingredient to the success of our County.” Subject matter experts from the County’s Benefits, Retirement, and Safety Offices make presentations and employees are also provided with information on the County’s policies such as IT, discrimination, etc. NEO participants are required to attend the class “Employee Discrimination and Harassment Prevention Training”, following the NEO session, from 1:00PM to 3:30PM. “Employee Discrimination and Harassment Prevention Training” is mandated for employees who do not lead, supervise or manage others and is required every three years. New employees who lead, supervise or manage others are mandated to complete the AB1825 Workforce Learning Program class every two years. Both programs are offered on-line and in person.

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GUIDELINES AND CLASSROOM INFORMATION Class Announcements

Leadership and Organizational Development will publish a semi-annual class schedule indicating the class name, dates, times, location, and other pertinent information. You can find this class schedule on the Intranet http://hratraining.saccounty.net, in COMPASS, a hardcopy with your department training coordinator, and on various flyers.

Every effort is made to ensure the information in the catalog and class schedule are accurate. However, from time-to-time we may need to make schedule changes. Also, classes may be cancelled due to low enrollment or at the discretion of the Leadership and Organizational Development Manager due to unexpected emergencies. In case of cancellation, the Leadership and Organizational Development staff will make every effort to notify registered employees and their department training coordinators.

Class Registration

To Enroll in a Course:

1. Review the course description to ensure that it aligns with your needs and that you are eligible to attend

2. Review current course schedule

3. Obtain approval from your supervisor

4. Contact your Training Coordinator to register

**Friendly reminder: as with all training, please be sure to obtain supervisor approval before requesting registration.

Attendance

The Leadership and Organizational Development Office will send the registered employee and training coordinator a confirmation appointment notice with the class name, date, time, and location. Most of our classes fill quickly, so if you are unable to attend, please notify your training coordinator immediately. Then your seat can be filled by another employee interested in attending the class. All workforce learning sessions begin promptly at the designated time. If you are unable to arrive within fifteen minutes of the class start time, you will be requested to reschedule and will not receive credit for the class.

Special Needs

All of our classrooms are accessible to persons with disabilities. Please notify Leadership and Organizational Development Office one week prior to your scheduled class date of the accommodation you require.

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Guidelines and classroom Information continued Special Considerations

Our classroom temperatures tend to fluctuate, so for your comfort, dress in layers to accommodate the temperature changes. In consideration of participants with sensitivity to fragrances, please refrain from wearing cologne or fragrances when attending classes. We also request that cell phones be turned off or put in vibrate mode while attending class.

Parking

We do not validate parking. When the workforce learning class is held at our office at 700 H Street many departments provide their employees with parking stamps. Parking at many locations is limited. Please arrive early to allow adequate time to park and arrive in class on time.

Sign in for class

To ensure credit for attending a class, it is important that you sign-in on the class attendance sheet during class hours. Instructors make every effort to remind participants to sign the class attendance sheets. If you feel that you attended a class but did not receive credit you may make an appeal to the Leadership and Organizational Development Manager. A copy of any handouts distributed in the class will need to be provided with a written appeal letter.

Class Hours

Class hours do vary, so please verify class times and dates listed on your Confirmation appointment notice, with your training coordinator or check online at: http://hratraining.saccounty.net - check our class schedule.

Class Participation

The Leadership and Organizational Development Office is dedicated to providing a classroom environment where employees can enrich their skills, increase their knowledge, and help build successful careers. A significant part of the learning process is the input and feedback provided by the class participants. We encourage questions and discussions, but always with respect for the opinions of others. So, some basic class participation guidelines include:

• Every participant’s ideas, questions, and thoughts are valued

• Communicating includes listening which only occurs through allowing each participant a chance to talk without interpretations or “talk over”

• Diversity in people provides diversity in opinions, thoughts, ideas, and questions and the quality of the classroom learning process

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Sacramento Area Sewer District 10060 Goethe Road Sacramento, CA 95827

North Corp Yard 5026 Don Julio Blvd Sacramento, CA 95842

Sherriff’s Sub-Station 7000 65th Street Suite B Sacramento, CA 95823

Department of Human Assistance 2700 Fulton Ave Sacramento, CA 95825

Health and Human Services 7171 Bowling Drive Sacramento, CA 95823

Health and Human Services 7001 East Parkway Sacramento, CA 95823

OB3 3701 Branch Center Sacramento, CA 95827

Training Room Locations Many of our training classes are held at 700 H Street in the County Administration Building, 5th or 6th floor training rooms. However, we offer training classes off-site at the following locations:

Be sure to check the class schedule for the correct location of your workforce learning class

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Outside Training Resources

State or University Colleges

Community Colleges

Technical Colleges

Other Training Options

Fred Pryor Seminars

http://www.pryor.com

Skill Path Training Source http://www.skillpath.com

State Training Center (STC) http://www.dts.ca.gov

MTI College http://www.mticollege.edu

ITT Technical Institute http://www.itt-tech.edu

High Tech Institute http://www.hightechinsitute.edu

Sierra Community College http://www.sierracollege.edu

San Joaquin Valley College http://www.sjvc.edu

American River College http://www.arc.losrios.edu

Cosumnes River College http://www.crc.losrios.edu

Folsom Lake College http://www.flc.losrios.edu

Sacramento City College http://www.scc.losros.edu

Los Rios Community College http://www.losrios.edu

University of Southern Calif. http://www.usc.edu

University of San Francisco http://www.usfca.edu

University of Phoenix http://www.phoenix.edu

University of Pacific McGeorge School of Law http://www.mcgeorge.edu

UC Davis Extension http://www.extension.ucdavis.edu

UC Davis University http://www.ucdavis.edu

National University http://www.nu.edu

Golden Gate University http://www.ggu.edu

Drexel University Center for Graduate Studies http://sacramento.drexel.edu/

DeVry University http://www.devry.edu

California State University Continuing Education

http://www.cce.csus.edu

California State University http://www.csus.edu

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Supervisor Academy: Compliance Program Purpose:

This series provides supervisors with an understanding and knowledge of County policy and State and Federal laws and regulations. Each course deals with a different policy, law, or regulation that governs the work force and provides the supervisors with guidelines and practices that are legally mandated and ensure that we protect the organization from liability.

Competencies:

Interpret and communicate policy Knowledge of State and Federal Laws

Knowledge of diverse cultures Understanding of HR policies

Outcomes:

Improve understanding of the policies, regulations and laws that govern the workforce and work environment. Utilize and explain the policies, procedures and forms required by the County Policies, State and Federal laws, and regulations discussed in the program.

Audience:

Supervisors / Managers Enrollment:

Contact your training coordinator to register for the full series or to attend an individual class

Certificate:

The Supervisory Academy Compliance Series Program offers a certificate of completion for those supervisors who attend all classes in the series. Supervisors who miss a class or classes in a series will have one year to make up the class or classes. Each semester, supervisory classes will be offered either in a series and/or as individual classes.

Courses in this program include:

AMERICANS WITH DISABILITIES ACT/FAIR EMPLOYMENT AND HOUSING ACT

This course provides supervisors with a basic understanding of the responsibilities they have under these laws. Supervisors will be introduced to the County’s Reasonable Accommodation process including the Accommodation Transfer process.

HOW YOU WILL BENEFIT:

• Identify the County’s obligation to our employees under ADA/FEHA

• Gain understanding of the County’s ADA/FEHA process

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Supervisor Academy: Compliance Program Continued

FAMILY MEDICAL LEAVE ACT/CALIFORNIA FAMILY RIGHTS ACT

Managers and Supervisors will be provided with a basic understanding of the Family Medical Leave Act and the California Family Rights Act. These laws provide for job-protected leave, coordination of different types of leave, notification procedures, and continuation of health benefits. Supervisors will be introduced to the County policy and administrative guidelines. Participants will work interactively with several scenarios to deepen their understanding of and strengthen their skills in working with the laws and administrative requirements.


• Gain an understanding of the eligibility criteria and proper notification • Determine when to provide an employee with FMLA/CFRA designation notice • Understand the basis for qualifying leave

DISCIPLINE

The roles and responsibilities of the supervisor, manager, Human Resources, unions and the appointing authority in the discipline process will be discussed. Supervisors will gain knowledge on the what, when and how of the disciplinary process in a Civil Service System. This class will focus on the importance of corrective action and consistency in order for the progressive discipline process to be successful.


• Identify the various roles in the discipline process • Become aware of when and how to discipline an employee • Understand the importance of corrective action and consistency

HIRING PROCESS

Supervisors will have an opportunity to develop a job duty statement, review the application and begin the process of selecting the best candidate for the job. Supervisors will learn how to avoid legal pitfalls and ensure they are compliant throughout the hiring process. Tools acquired in this class will be carried forward to the interviewing class as part of the Workforce Effectiveness series.


• Learn how to develop an effective job duty statement

• Identify necessary actions to ensure a compliant recruiting and hiring process

• Become aware of the difference between legal and illegal interview questions

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Supervisor Academy: Compliance Program Continued INVESTIGATION

Supervisors will gain an understanding of how the investigation process works and when to investigate. An overview of the documentation needed to complete an investigation will be provided along with an understanding of which situations should be escalated to appropriate human resources staff.


• Become familiar with the investigative process to ensure the investigation is fair, legal and objective

• Determine which situations need to be investigated

• Learn how to appropriately document the investigation

LABOR RELATIONS AND GRIEVANCE PROCESS

Supervisors will gain understanding of what constitutes a grievance and how the grievance process works. Participants will also understand the term "Contract" as it relates to the County’s Bargaining agreements and the supervisor’s role in contract administration. Participants will be given hands-on experience on how a grievance is handled and who has the burden of proof when a grievance is presented.


• Understand the Collective Bargaining process

• Identify unfair practices and learn how to avoid them

• Gain insight into the Grievance Process

UNEMPLOYMENT INSURANCE AND LIABILITIES

Supervisors will gain understanding of the role they play in the areas of Risk Management and Unemployment Insurance. Risk Management topics include: safety issues, evaluation of risk, as well as how to reduce the County’s exposure to loss and what to do in the event of an accident or injury. The Unemployment Insurance segment describes the claims process and the role supervisors play in controlling unemployment insurance costs.

HOW YOU WILL BENEFIT

• Describe the Early Return to Work (ERTW) Process • Gain insight on the evaluation of risk and how to reduce exposure to loss

WORKER’S COMPENSATION

The Worker’s Compensation class provides a comprehensive overview of the claims process from injury through settlement including legally mandated forms, as well as the role of the supervisor in completing those forms.


• Understand the supervisor’s role in the Workers’ Compensation process from injury through settlement

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Supervisor Academy: Compliance Program Continued SAFETY IN THE WORKPLACE

Supervisors will learn of their responsibilities for ensuring that employees are provided with a safe and healthful work environment, per California Labor Code and Cal-OSHA regulations. Participants will be provided with techniques and theories on accident prevention.


• Identify your role and responsibilities in providing a safe and healthful work environment

• Learn how to effectively handle a CAL-OSHA inspection

• Become familiar with and understand how to implement the County’s Injury and Illness Prevention Program (IIPP)

TIME OFF WORK – ABSENCES, LEAVES, LAWS AND MORE

Are you confused by the absence types, laws and policies; wondering when one stops and another begins, or if they run concurrently, or overlap? An overview will be provided of the most common reasons for absences; the applicable absence’s types, the interaction of policies and laws and considerations to be made when your employees need “Time off Work”.


• Learn eligibility criteria, definition of key terms and practical tips for administration • Gain an understanding of the available leave types, the policies, and State and Federal laws that

govern “Time off Work” • Learn when an absence triggers the need to contact your HR team • Receive a reference document of pertinent State and Federal laws, relevant County

policy/procedures and bargaining agreements Audience: Managers and Supervisors who’ve completed the FMLA/CFRA, ADA/FEHA and Worker’s Compensation classes WORKPLACE VIOLENCE PREVENTION

Supervisors will understand the potential for violence in the workplace, recognize the warning signs, learn how to respond wisely when confronted with a potentially violent individual or situation and how to investigate and report threats and/or incidents of violence. By participating in this program, supervisors will help the County and its employees minimize the risk of violence and injury.


• Recognize the warning signs of potential violence or threatening behavior

• Learn how to investigate, defuse and report threats and/or incidences of violence

• Become aware and minimize the risk of violence and injury in the workplace

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Supervisor Academy: Workforce Effectiveness Program Purpose:

This series provides supervisors with the communication and interpersonal skills to effectively learn to get work done through other people—their staff members. Through this program, supervisors will gain the tools to develop and recognize their employees, be aware of and demonstrate sensitivity to employee differences and build productive teams that can better serve internal and external Customers.

Competencies: Communication Interpersonal Skills Customer Focus Diversity Awareness Employee evaluation and development Employee motivation and recognition Facilitating group discussions

Outcomes:

• Improve understanding of the communication and interpersonal skills that support you in effectively getting things done through your staff members

• Gain information to enhance working relationships between you and your staff members to boost employee morale and performance

• Enhance your ability to foster a working environment where employees have a customer driven focus

• Improve your ability to conduct effective and efficient meetings • Improve your interviewing skills so you are more likely to ensure a good fit when hiring candidates • Learn to write an effective employee performance evaluation and to conduct a performance

evaluation conversation with employees • Enhance your ability to recognize your employees to boost morale and productivity

Audience: Supervisors / Managers

Enrollment: Contact your training coordinator to register for the full series or to attend an individual class

Certificate:

The Supervisory Academy Workforce Effectiveness Program offers a certificate of completion for those supervisors who attend all classes in the series. Supervisors who miss a class or classes in a series will have one year to make up the class or classes. Each semester, supervisory classes will be offered either in a series and/or as individual classes.

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Supervisor Academy: Workforce Effectiveness Program Continued

Courses in this program include: CUSTOMER SERVICE FOR SUPERVISORS As a supervisor, the level of customer service you provide your internal and external customers impacts your employees and creates a standard for your team. According to research the interaction with the employee is the most critical factor in determining if a customer feels he/she received good or poor service. The environment and morale you create with your team and the way in which you interact with your direct reports has a ripple effect and impacts how they interact with their customers. Supervisors will learn how to model a behavior that demonstrates excellent customer service.


• Understand how supervisor behaviors shape customer service attitudes of employees

• Determine actions to foster a customer service environment

• Enhance awareness of your customer service behaviors

DIVERSITY IN THE WORKPLACE

Supervisors will explore ideas relating to enhancing awareness of individual differences and valuing workplace diversity. Strategies and techniques for encouraging an inclusive workplace and for supporting respectful communication will be discussed.


• Increase awareness of workplace diversity

• Learn how to manage diversity

• Gain practical tips for respectful communication

EMPLOYEE PERFORMANCE EVALUATION

The Performance evaluation and employee development process helps foster a productive work environment and supports employee satisfaction. An overview will be provided of the skills and techniques needed to conduct an effective employee performance evaluation that provides an employee with both performance and career development information.


• Understand the Performance Evaluation Process

• Master the evaluation preparation and planning process

• Gain understanding of your responsibilities as a Supervisor

• Ensure compliance with County Policy

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Supervisor Academy: Workforce Effectiveness Program Continued

GETTING THE BEST RESULTS FROM MEETINGS

Supervisors who manage and facilitate meetings as part of their job responsibilities will learn how to effectively facilitate a meeting regardless of the purpose, audience or degree of formality.


• Be prepared for meetings

• Increase efficiency by learning what to communicate to participants prior to a meeting

• Conduct meetings where you involve participants and ensure that all opinions are heard

• Keep the discussion clearly focused on a result-oriented outcome

• Provide direction to keep group members aware of their progress and the impact of their decisions

INTERPERSONAL SKILLS FOR SUPERVISORS

Research shows that an employee’s relationship with his/her supervisor effects employee productivity and retention. This session lays the foundation for building positive relationships with those that have a major impact on your success: your direct reports.


• Improve your interaction with others to reduce conflict and stress

• Identify the 7 communication breakdowns and improve your communication by avoiding them

• Enhance your ability to self-manage and to engage in active listening

INTERVIEWING

As a supervisor, it is important to hire direct reports who are a good fit for you and your team. In this course, you will learn how to formulate behavior based interview questions that align with the job description to better assess the skills, knowledge and experience of the candidates you interview. Participants will view the “More Than a Gut a Feeling” dvd, which demonstrates a simple and effective interviewing process. This class also has a lab component so participants have an opportunity to develop an interview plan.


• Implement the six stages of the interviewing process: from preparation to checking references

• Learn behavior based interviewing techniques to help you assess if the candidate can do the job and is a good fit

• Develop interview questions based on your understanding of the skills needed to do the job

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Supervisor Academy: Workforce Effectiveness Program Continued RECOGNIZING EMPLOYEES Why is it important to recognize employees at all levels of the organization? Participants will gain a clear understanding that recognition is an important resource that can be leveraged by a supervisor to encourage employees to repeat positive behaviors, build their self confidence and self-esteem, and reinforce behaviors.


• Understand the impact recognition has on individual and organizational performance and success

• Identify what makes recognition effective and meaningful

• Discover the difference between recognition and motivation and the types of recognition

Testimonials from the Supervisor Courses

“Instructor gave good ideas and exercises using personal examples”.

“Received a lot of great information I can actually use in the workplace”

“Instructor kept things interesting and clear“

“Great communication skills with a large group”

“Clear and well-paced delivery”

“Great tips to keep meetings on track”

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Lead Academy Purpose:

Lead Academy courses assist those in a lead worker role to better understand how their role supports their supervisor and their team in accomplishing objectives and goals. Through these courses, lead workers will enhance their ability to effectively interact with team members and internal/external customers for increased morale, productivity and customer service.

Competencies:

Communication Conflict Management Performance Management

Team building Delegation Redirecting and recognizing employees

Outcomes: Improve morale and productivity of staff members through:

• Understanding how to build an effective and high-performing team • Enhancing verbal and non-verbal communication skills • Learning effective delegation and performance management tips • Managing conflict in the workplace

Audience: Lead Workers

Enrollment: Contact your training coordinator to register for the full series or to attend an individual class.

Courses in this program include:

YOU’RE IN THE LEAD

What are the critical tasks of leads and the concepts essential to directing the activities of others? This course answers this question and addresses how the lead role interacts with and supports employees and the supervisor within a work unit.


• Examine differences between lead and non-lead roles • Understand the part the lead role plays establishing the work environment • Determine and define the critical tasks of leads

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Lead Academy Continued CONFLICT MANAGEMENT FOR LEADS

Conflict is inevitable and, if managed effectively, it can actually enhance working relationships. Participants will learn the five ways in which people respond when they are in conflict and identify their primary conflict style, as well as gain tips to better manage conflict when dealing with co-workers and customers in each of the five styles.


• Gain an understanding of the benefits and drawbacks of conflict • Identify your primary conflict style • Learn how to leverage the steps to manage conflict • Enhance your active listening skills

NON-DEFENSIVENESS COMMUNICATION FOR LEADS

What is the behavior that is most likely to trigger a defensive reaction in the workplace? What steps can you implement to respond to a co-worker or customer who is in defensive mode? This course answers these questions.


• Recognize the signs of defensiveness in yourself and others • Identify your non-defensive and defensive responses and reactions • Gain an understanding of how defensiveness can result in a defensiveness chain • Re-assess your communication style • Discover the five non-defensive communication skills

NON-VERBAL COMMUNICATION SKILLS FOR LEADS

Non-verbal cues account for at least 55% of overall communication. When face to face with co-workers or customers you are always communicating non-verbally which speaks volumes! In this interactive workshop, participants delve into the many types of non-verbal communication, which go beyond the most obvious—facial expressions and body language. Participants will learn how to leverage non-verbal cues to better relate to staff and customers.


• Discover the components of communication • Understand the impact of non-verbal communication • Learn about the various types of non-verbal communication • Understand the impact of perception on interpreting non-verbal cues

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Lead Academy Continued DELEGATION AND PERFORMANCE MANAGEMENT FOR LEADS

Lead workers are instrumental in providing feedback to employees to support them in meeting desired performance expectations, as well as providing valuable input on an employee’s performance to the supervisor. To ensure that employees meet expectations, this course addresses the following areas: effective delegation so that communication from lead worker to employee is clear and supports the employee in meeting expectations, a model to redirect the employee if he/she is off track in meeting expectations, a model for recognizing employees for a job well done, and documenting employee performance to help the supervisor fairly evaluate the employee.


• Learn how to leverage eight steps to delegate effectively to better ensure that staff members meet performance expectations

• Use redirection rather than the “gotcha” approach when providing feedback to staff members • Use an easy and effective model to recognize staff members • Gain effective documentation tips to provide input to your supervisor on employee performance

TEAM BUILDING FOR LEADS

There is no “I” in the word “team” and this course offers ways to support lead workers in motivating staff to think “we” vs. “I”. Participants will explore the four stages of team development, identify what stage their team is currently in and learn tips to support their team. Participants will identify their ability to operate as a team player and will gain tips on how to address dysfunctional team member behavior.


• Gain an understanding of the characteristics of an effective team • Identify barriers to effective team work • Learn how to address dysfunctional team member behaviors • Complete a team member assessment • Understand the stages of team development and how to support your team members through

each stage

COMPLIANCE FOR LEADS

Lead workers will become familiar with a number of laws, regulations and policies that may take on new meaning and responsibility in your role as a lead worker. You will learn key phrases used by employees that require the County to “take an action.” HOW YOU WILL BENEFIT:

• Practical tips and definition of key terms • Identify your role • Gain an understanding of the policies, and State and Federal laws • Receive a reference document of pertinent State and Federal laws, relevant County

policy/procedure

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Employee Development Purpose:

This program provides all levels of employees with a variety of individual workforce development courses aimed at increasing their general knowledge and skill development. Topics are geared both for employee development and increasing employee’s knowledge to perform their job.

Competencies: Job Knowledge Functional skills Understanding of Contract process Roles in Budget Process Communication Understanding Purchasing Process Written Communication Understanding of Public Records Act

Course Descriptions:

Announcing the launch of three customer service courses presented by HRT Associates! HRT Associates provides training solutions to government agencies and the HRT training staff will present the following topics to County employees in 2013:

HANDLING CHALLENGING CUSTOMER INTERACTIONS

Challenging interactions, whether with an external or internal customer, can either exhaust us or energize us. Understanding that each of us has the ability to increase our effectiveness in these situations by applying an emotionally intelligent approach is key to attaining mutually satisfying outcomes for everyone involved. In this course, participants will gain an understanding of how to maximize their emotional intelligence and effectively apply language, tools and techniques to increase cooperation and collaboration in challenging situations.

How You Will Benefit:

• Learn techniques to maximize your emotional self-awareness and self-management • Increase your effectiveness with customers by relating in a way that demonstrates an

understanding of "where they're coming from" • Learn words, tools and techniques to minimize and/or avoid escalating challenging behaviors • Increase your professional and personal confidence by leveraging your ability to effectively

"respond" rather than "react" to challenging customer situations

Audience: All County Employees

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Employee Development Continued

STRENGTHENING YOUR STAFF

This four-hour workshop gives you, the supervisor or manager, an introduction to the County’s training on handling challenging customers and stress and time-management. In this session you’ll get an overview of the tools your staff will be given to handle difficult customer interactions and manage stress and time issues. You'll also have an opportunity to take part in a sampling of the powerful interactive exercises your staff will experience and collaborate with your peers to develop ways to make your job easier by supporting your staff to put what they learn in the training sessions into practice back on the job.

How you will benefit:

• Get maximum return on your training investment by supporting your staff in implementing the methods and tools they will be given during their training

• Increase productivity and cooperation by supporting and applying stress and time management techniques.

• Maximize your understanding of emotional intelligence to increase employee and customer satisfaction.

• Make your job easier by increasing your own skills in dealing with challenging internal, as well as external, customer interactions.

Audience: Supervisors of employees attending the following courses: “Handling Challenging Customer Interactions” and “Stress and Time Management for Customer Service”

STRESS AND TIME MANAGEMENT FOR CUSTOMER SERVICE

During these challenging economic conditions employees may be interacting with more customers as citizens reach out for County services and customers may be more likely to demonstrate stress behavior. This can result in escalating stress levels for employees along with having to do more in the same amount for time. Participants will gain an understanding of the impact of stress and ways to better manage it. Participants will analyze personal time management patterns and develop an action plan for overcoming these obstacles, as well as gain an understanding of how time management affects employees’ interactions while providing customer service.


• Assess and identify your sources of stress • Implement simple stress management strategies at work and at home • Increase your ability to manage time in ways that reduce stress and increase productivity • Understand and overcome barriers to effective time management


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Employee Development Continued QUALITY SERVICE STARTS WITH YOU

When you interact with County customers on the other side of the window, phone or email does your behavior leave customers feeling as if they received quality service? Research shows that your behavior and interaction is the number one factor in a customer determining the quality of service provided. Therefore, this course focuses on enhancing your customer service behavior to support you in delivering top notch service and to help you diminish stress related to serving customers.


• Apply a customer service attitude in your interactions with internal and external customers • Understand the benefit of providing quality service even though our customers may not have a

choice to do business with the County • Self-manage through SERVICE • Engage in active listening, asking open ended questions and demonstrating empathy


To support Employee Development, the Leadership and Organizational Development Office offers a variety of course topics that are developed and presented by Managed Health Network (MHN), the County’s Employee Assistance Program provider. These course topics include:

CREATING A POSITIVE ATTITUDE

A positive outlook can greatly enhance personal success, health and well-being. Negative self-talk and personal beliefs can hinder the process toward, and results of, reaching personal and professional goals. This workshop examines the physical, psychological and interpersonal effects of both negative and positive attitudes.

CREATING A RESPECTFUL WORKPLACE ENVIRONMENT

Diversity in the workplace calls for us not only to treat others the way we would like to be treated, but also to treat others as they would like to be treated. Disrespect for others in the workplace creates an atmosphere of negativity, which leads to suspicion, hostility, harassment, bullying, malpractices and frustration. This workshop addresses the different aspects of a respectful work environment and different strategies for creating a positive work atmosphere.

EFFECTIVE WORKPLACE COMMUNICATION Effective communication is the foundation upon which solid working relationships are built. Clear, direct speech and active listening are essential elements in every interaction, whether personal or professional. By increasing the likelihood that all parties in a relationship are heard and understood, good communication skills ensure that win-win situations will result.

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Employee Development Continued HOLIDAY STRESS-HARDY

As joyous as the fall and winter holiday season can be, it also comes with the potential for enormous pressure and stress. Whether the celebrations are religious or secular, they bring with them expectations that may be very hard to meet. This workshop discusses the source of some of the stressors that can interfere with the enjoyment of the season.

MANAGING STRESS

Stress seems to be a constant companion in today’s busy world. However, frequent or cumulative stress erodes emotional and physical health. This workshop emphasizes that managing stress begins with the assumption of personal responsibility and self-control across different situations and environments. The ability to choose healthy responses to any given event is the key to minimizing stress and creating a healthy life.

MANAGING YOUR RESPONSES TO ANGER

It is very easy to blame others for an anger response, but in reality personal choice guides the reaction to an external situation. Being easily angered adversely affects personal relationships, whether at work, home or within our communities. This workshop explores the motivation to choose anger over other healthier responses.

RESOLVING CONFLICT IN THE WORKPLACE

Conflict in the workplace can result from a variety of causes, such as differing beliefs, ideas, values and goals. Although conflict is a natural and sometimes useful process, most people avoid conflict and fail to see the benefits of direct confrontations. In this workshop, conflict will be examined as a normal part of work life and methods of creatively handling conflict to achieve successful resolutions will be explored.

UNDERSTANDING YOUR PERSONAL WORK STYLE

Over time, all of us have developed certain patterns of behavior – distinct ways of thinking, feeling and acting. Within the work environment, these behavioral patterns tend to fall into certain work style categories. Using the Work Style Inventory, you will develop an awareness of your own behavior tendencies and work style as well as those of others. In this workshop, participants will learn strategies to communicate and interact with others for maximum productivity and harmony in the work environment.

WORKING IN TEAMS

The quality of the work team may be the single most important factor in determining whether success and productivity in the workplace can be achieved. This program examines components of a successful team and discusses team dynamics such as building trust, clarifying goals, self-assessment, problem solving, appropriate roles and effective communication.

HOW CAN MHN ASSIST YOU? Check out the L&OD webpage section: Renew, Rethink and Reinvent and click the MHN link to connect to the MHN website. Once you’ve accessed the website you will need the Sacramento County Access Code, which is: sacramento (lower case letters).

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Employee Development Continued COUNTY CONTRACT TRAINING

Drafting and/or negotiating a County contract requires accuracy and thoroughness. Through this course participants will be provided the tools to create an accurate and complete contract. In addition, participants will gain an understanding of the legal and policy requirements for County contracts.


• Gain knowledge of the various components of the contract and the importance of each of these

• Understand the role of County Counsel, Department of Finance and the Risk Manager in the contracting process

Audience: Program Manager, Contract Officer and other County staff involved with contracts

PUBLIC RECORDS ACT

Gain a broad overview of the procedures and substantive requirements of the Public Records Act, relating to the disclosure of Governmental records and documents.


• Learn the key definitions in the Public Records Act • Identify those records that are exempt within the Public Records Act • Gain knowledge of the County process to respond to Public Records Act request • Understand the role of County Counsel in the Public Records Act process


PURCHASING Participants will be provided an overview of the purchasing process and procedures. Gain an understanding of the services that the Purchasing Services Division and the Department of General Services provide regarding the acquisition of supplies, equipment, materials, and professional and other services. What is the role of the Purchasing Agents and their mandated obligations, as well as their responsibilities to purchasers?


• Gain knowledge of the County’s purchasing process and procedures • Identify and define various procurement terms • Understand purchasing requirements and authority levels


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Employee Development Continued UNDERSTANDING THE BUDGET PROCESS

Processes and techniques used to develop the annual County budget are addressed in this course. Participants will learn about the legal requirements for the budget and about the budget content and format. The budget development process and the roles of staff and department in its preparation are also reviewed.


• Gain an understanding of the legal requirements for the budget

• Understand budget content and format

• Learn techniques for developing a program budget Audience: All County Employees

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Mandated Training Purpose:

Mandated training is provided to all levels of County employees to enhance their Compliance of County policies and State and Federal laws and regulations. The course topics are a result of a resolution approved by the Board of Supervisors, State or Federal law or regulation requiring training on a specific subject matter.

Competences: Understanding of the County policy Compliance with State and Federal Laws Knowledge and understanding of State and Federal Laws Decision Making/Judgment

Outcomes: Improved understanding of the policies, processes, regulation and laws that govern the workforce and environment. Be able to use and explain the policies, procedures and forms required by County Policies, State and Federal laws, and regulation.

Audience: See Individual Courses

Enrollment: Contact your training coordinator to register for an individual class

Course Descriptions and Objectives:

AB 1825: WORKFORCE LEARNING PROGRAM (required to be completed every two years)

The State Legislature has mandated that all employers with more than 50 employees provide discrimination, and harassment prevention training to all lead workers, supervisors and managers every two years. Program content is updated annually. This program is designed to provide leads, supervisors and managers with the tools necessary to effectively identify and prevent discrimination and harassment in the work place. You will learn the best techniques for preventing, reporting, and responding to equal employment (“EEO”) issues. This mandatory course is required within 6 months of promotion or hire date for all employees who are new to providing supervision and direction.

PREVENTING WORKPLACE HARASSMENT AND DISCRIMINATION-ONLINE

The Online Sexual Harassment and Discrimination Prevention training is an alternative to the classroom setting where you may progress at your own pace. The online training program is an interactive course where you will receive immediate feedback to increase your knowledge and gain skills for responding to situations where sexual harassment or discrimination may occur. The best techniques for preventing, reporting and responding to equal employment (“EEO”) issues are re-enforced. Course materials are updated annually. The online course is available for all County employees.


• Explore what harassment and discrimination are and what they are not

• Become aware of what to do if you believe you are experiencing harassment or discrimination

• Understand your responsibilities as a supervisor when someone reports harassing behavior to you or even accuses you of harassment

Audience: All Employees

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Mandated Training Continued AB 1234: ETHICS (required to be completed every two years)

Effective January 1, 2006 all elected officials of the County and all members of the County’s “legislative bodies” must receive a minimum of two hours of ethics training, per Assembly Bill No. 1234 (AB 1234). The training will include, but not be limited to the following: conflict of interest under the Political Reform Act, the Brown Act and the Public Records Act. This training is required at least every two years. A no-cost online training program can be found at: http://localethics.fppc.ca.gov/ab1234/


• Understand what are Conflict of Interest Rules under the Public Records Act, Political Reform Act and The Brown Act

• Define and describe other activities that can be in conflict with AB1234

• Provide instructions both to general ethic principals and to ethic laws relevant to (the official’s) public service

Audience: Elected Officials and all members of a County “Legislative body”

EMPLOYEE DISCRIMINATION AND HARASSMENT PREVENTION

This mandatory workforce learning program will provide employees with information on the prevention of discrimination and harassment in the workplace. Based on County policies regarding Discrimination and Sexual Harassment prevention, this learning program uses various scenarios to encourage employees to analyze, discuss, and understand the impact that discrimination and harassment potentially have on their work environment.


• Understand County Personnel Policies H-3 and H-4 regarding Discrimination and Sexual Harassment in County Employment

• Recognize what comments or behaviors that may contribute to harassment or discrimination

• Realize the impact discriminatory and harassing behavior has on the workplace and each employee’s role in preventing its occurrence

Audience: All Non-Supervisory Staff

http://localethics.fppc.ca.gov/ab1234/

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Internal Presenters Rich Abreu has worked in the human resources field for 28 years in the private sector prior to joining the County of Sacramento. His experience covers the areas of human resources management, organizational development and workforce development. He has worked in management and leadership development where he has developed and delivered numerous courses. His work in workforce development has included the delivery of a variety of team effectiveness and project management courses. He also has experience in both consulting with managers and delivering courses in the areas of change management, performance management, effective communication and team performance. He holds bachelors and masters degrees in business and is a certified practitioner in Myers Briggs Type Indicator, Appreciative Inquiry and Managing Transitions.

Michele Bach is Assistant County Counsel. She provides General Counsel Representation to the Department of Personnel Services, Sheriff and District Attorney. She also supervises attorneys who provide legal representation on employee discipline, health, welfare, and other issues.

Katie Beland has worked for the County of Sacramento for over 14 years in human resources. She has a Master's in Business Administration with an emphasis in Human Resources from CSU, Sacramento. She was an instructor for the Los Rios Community College District. She currently is a Human Resources Manager II for the Department of Personnel Services, MSA Services Team.

Lorna Carriveau is a certified Professional in Human Resources (PHR) with decades of human resource management, communication and administration experience in diverse industries. She has a M.F.A. in directing theatre from the University of California, San Diego, and a Certificate in Human Resource Management and Development from the University of California at Davis, Extension. In addition to serving as a Senior Personnel Analyst for the Health and Human Services Team of DPS, Lorna is a faculty instructor for the University of Phoenix and serves on the Personnel Board for the City of Woodland.

Cheryl Clara has almost 20 years of experience developing training programs, designing curriculum, and delivering instruction on a wide variety of workforce learning subjects, including supervisor and management skills, compliance, customer service, communication, meeting management and facilitation, time and stress management, new employee orientation, and health and wellness. In addition to her BA in English with master's coursework in counseling and communication, Cheryl has certification in mediation and facilitation from the UCD Extension. Cheryl is a Senior Personnel Analyst with the County of Sacramento’s Personnel Services Department.

Dave Comerchero has over 16 years of human resource and benefits experience in private and public entities. With a Bachelor’s Degree in Political Science and a California Teaching Credential, Dave has excelled in public speaking and conducting presentations during his HR career. As an Analyst in the Employee Benefits Office, Dave is the primary presenter for the health benefits during New Employee Orientation.

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Internal Presenters Continued Catherine Crusade has over 15 years training experience in both the private and public sectors. Throughout her career Catherine has developed training on various topics including Career Development, Communication, Customer Service and Supervisory and has delivered thousands of training sessions and presentations. In addition to earning her Bachelor’s degree in Business Administration, Catherine completed graduate level course work through UCLA. She also earned a certificate in Instructional Design for E-learning from CSUS Continuing Education, as well as two professional coaching programs. Catherine is a certified Professional Co-active Coach and is also qualified in the Myers Briggs Type Indicator.

Vanessa De Leon prior to joining the County’s Office of Labor Relations’, Vanessa worked in the field of human resources for the State of California in the areas of employee discipline and labor relations. In this capacity, she earned a certificate in Labor Management Relations from the UC Davis Extension. Vanessa has been with the County since June 2006.

Macy Dippert has worked for Sacramento County since 2005. She began as an Office Specialist, Confidential with the Department of Child Support Services working in payroll and tracking FMLA/CFRA hours for the department. She was promoted through the different classifications in Personnel Services. In 2008, she was promoted to a Personnel Analyst where she handles all types of medical leaves for her customer departments. Macy has a Bachelor of Science Degree in Business Administration, Management. She attends yearly seminars on legal updates to all Federal and State Leave laws. She is currently a Personnel Analyst with the Department of Personnel Services located at the Sacramento County Airport System.

Tom Elliott is a Senior Personnel Analyst with the Office of the Assessor. Tom is also a Chief Warrant Officer (Personnel) with the U.S. Coast Guard Reserve. Tom has been with the County since 1997 and prior to his assignment with the Office of the Assessor, he worked for the Employment Office, Personnel Actions and the Sacramento County Airports System.

John Finney has 25 years of procurement and materials management experience in the private, educational and public sectors. He holds both a Bachelor and Master of Arts from California State University, Sacramento, and earned a Certified Purchasing Manager credential from the Institute of Supply Management. He is currently a Contract Services Manager at County of Sacramento, Department of General Services.

Paul Hight has been with the County of Sacramento since 2000. Currently he is the Liability & Property Insurance Supervisor in the County Risk Management Office. Prior to joining the County, Paul held various commercial insurance underwriting management positions. He holds the professional designation of Chartered Property and Casualty Underwriter (CPCU) and has his Associate in Underwriting (AIU) degree. Paul brings a wealth of experience and knowledge to his presentations on public entity risk management and insurance.

Paul Myers has over 15 years’ experience working in Occupational Health and Safety, 10 with the County. He currently works as a Sr. Safety Specialist with the County Safety Office. His areas of expertise are in Safety Training, Hearing Conservation, Respiratory Protection, Blood-borne Pathogens, Ergonomics, Emergency Planning, Accident Investigation and Indoor Air Quality.

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Internal Presenters Continued Margy Rippe has over 20 years’ experience in Human Resources, having worked in both public administration and private industry including organizations such as Foster Farms, Computer Associates, Sterling Software and Evans Products Company. Her experience includes Personnel Administration, Benefits Administration, Base Employment, Employee/Labor Relations, Recruitment, Safety, Internal Investigations, Supervision and Training. She has a bachelor’s degree in business administration and is certified by the International Personnel Management Association. She is currently a Sr. Personnel Analyst supporting the Department of Health and Human Services.

Cori Stillson has over 14 years of experience working in HR, EEO, and diversity, and has been with the County since 2002. She holds a Doctorate degree in Organizational Psychology from Alliant International University. Currently, she manages Sacramento County’s Equal Employment Opportunity (EEO) Office and The Leadership and Organizational Development, a division of the Department of Personnel Services.

Robert Stovall retired from the U.S. Army after spending 22 years in Army Intelligence. He obtained Master Instructor Certification from the U.S. Air Force. Robert started in the Sacramento County Safety Office as clerical temp, waiting for a Safety Specialist position to open up. Robert works closely with each and every department in the County, helping thousands of County employees enjoy a safer, more comfortable working environment and eliminating or reducing individual pain levels. Robert has served in every position within the County Safety Office for the past 10 years and was recently promoted to Senior Safety Specialist, with primary responsibility over Law Enforcement or related departments and Elected Officials.

Eileen Walton started in Workers’ Compensation 41 years ago in Arizona. She also has 5 years of experience in California private industry handling group health and short term disability claims. She has been with the County of Sacramento since 1990, working in various job assignments in the Workers’ Compensation Office. She is a certified workers’ compensation professional and has passed the Self-Insurance Administrator’s Examination. She is currently a Workers’ Compensation Supervisor, having been promoted to that level in 2001.

Kathleen West has worked for Sacramento County since 1991. She began as an intern in the Employment Office, developing exams and completing classification studies. She took a year and a half off to get fitted for her wheelchair and to study the Americans with Disabilities Act. During that year and a half, she received her Master’s in Industrial/Organizational Psychology. She came back to work for the County in the Disability Compliance Office where, barring a brief 3 year stay back in the Employment Office, she remains to this day the Senior Personnel Analyst in the Disability Compliance Office in charge of all employee accommodations.

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External Presenters Dennis Wade is principal of People Development Systems and has been involved in educating employees of private and public sector organizations for over 20 years. His experience managing employees at Intel Corporation and teaching students at Chapman University prepared him as an independent consultant and trainer. A graduate of UC Davis, Dennis has a master’s degree in Organization Development from the University of San Francisco. Tyler Wade works as an employee development consultant with People Development Systems in Sacramento. His greatest thrill as a people developer is the “Aha! Moment”—that moment of clarity when some additional understanding, wisdom, or recognition brings learning home. He believes that moment is when learning is truly meaningful. Before entering the field of training and development, Tyler spent ten years in government, legislation, and campaign politics at the State Capitol and throughout California. His workplace learning and development experience includes needs assessment, training development and delivery, and program management for public and private sector clients. He is co-author of The New Supervisor’s Coach, a guidebook for new supervisors, and two follow-up e-books entitled Coaching the Toxic Employee and Coaching the Remote Employee. A graduate of CSU Stanislaus, Tyler also holds a Masters degree in Public Policy from Pepperdine University. He is in his fourth year on the Board of Directors for the American Society for Training and Development (ASTD) in Sacramento and currently serves as President of the chapter.

Joan Zeglarski is a Principal and Co-Founder of HRT Associates, a private consultancy dedicated to helping corporate and government organizations to build productive and rewarding work environments. Joan is an energetic facilitator who focuses on engaging participants with highly interactive exercises and activities to maximize the effectiveness of the time they spend in her sessions. Joan holds a BA degree from CSUS and a Master of Human Resources and Organization Development from USF. She has an extensive background in management, human resources, organization development, customer service, training development, training delivery and coaching.

Michael Zeglarski is a Principal and Co-founder of HRT Associates, a private consultancy dedicated to helping corporate and government organizations to build productive and rewarding work environments. Mike holds both BA (magna cum laude) and Master of Arts in Teaching degrees from Harvard University, as well as a Doctor of Ministry degree from Wisdom University. He has extensive experience in coaching, instructional design, training delivery (both instructor-led and web-based), facilitation, organization development, and management. He is also an outstanding cross-cultural resource who has lived for extended periods in both Europe and the Far East and speaks several languages.

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Department of Technology (D-Tech) Computer Training Services

D-Tech offers a series of computer training classes for different skill levels. All classes are instructor led. For student convenience, D-Tech training rooms are located at 799 G Street, Sacramento.

COMPUTER TRAINING CLASSES

OCIT features the following Microsoft Office and other software products:

Windows, Outlook, Word, Excel, Access, PowerPoint, Visio, Publisher and Adobe Acrobat.

COMPASS training offers three functional areas; Human Resource, Financials and Logistics.

CLASS SCHEDULE AND DESCRIPTION

To view the class descriptions and schedule, visit: http://inside.dtech.saccounty.net/servicecatalog/Lists/ServiceCatalog/DispForm.aspx?ID=36

TRAINING VENUES

All skill levels are taught by an instructor with a choice of training locations:

• Classroom Instruction – Instructor-led in state-of-the-art classrooms

• On-Site – We will arrange on-site instruction using your software

• One-on-One – For an employee who’s unable to attend class or needs a portion of a class

• Customized Training – Our instructors can help develop training plans and course content

• Consulting Services – In any of the areas for which we provide education

• Computer Room Rental – State-of-the-art labs can be rented for private training events. Each classroom has at least ten student PCs, plus one instructor workstation with projector/screen.

CLASS RATES

Flexible Pricing:

• Single Student - Standard class price

• Dedicated Class - one price for up to 10 students

• Guarantee – Student satisfaction is guaranteed with the option to refresh skills or retake a class within one year at no charge

• Cancellations – Must cancel three working days prior to class start date and "no-shows" will be subject to full charge.

CONTACT INFORMATION

E-mail: [email protected]

Telephone: (916) 874-8500

http://inside.dtech.saccounty.net/servicecatalog/Lists/ServiceCatalog/DispForm.aspx?ID=36


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