Professional Skills for Staff

Professional Skills for Staff Series

Addressing Emotions at Work
(4 hours)
Emotions are as much a part of the workplace as the air we breathe. Happiness, surprise, frustration, anger—they are all there and more. Emotions play a role in the choices we make and actions we take. Directed emotions can motivate, inspire, and add positive intensity to our work. When strong emotions leave our control, or "run away," our personal productivity and the productivity of others suffers. Key relationships in are damaged, making it even harder to maintain necessary focus. Individuals who take the initiative to stay on top of their own emotional reactions and help others to do the same have a positive impact on productivity, relationships, the overall atmosphere of the workplace, and their personal well-being.

At the end of the module, participants will be able to:

  • Identify the impact of emotions on their own productivity.
  • Be more aware of factors that cause their emotions to intensify, so they can manage them more effectively.
  • Choose and apply techniques to address their own strong emotions, so they can focus on getting work done.
  • Know when it is useful and appropriate to take positive action to help others manage their emotions.
  • Respond to the strong emotions of others in a constructive and objective way.

Resolving Conflict with Peers
(4 hours)
The more people have to depend on each other to achieve results under pressure, the higher the instance of conflict. Given the complex web of inter-relationships that exists in our work environment today, there is ample opportunity for conflicts, big and small, to arise. Conflicts can show up as minor disagreements or heated debates. However they present themselves, mishandled conflict situations damage work relationships and deplete personal energy and focus causing productivity to decrease.

At the end of the module, participants will be able to:

  • Work toward reducing the impact that conflict has on productivity and work relationships.
  • Get a clear picture of the causes behind a conflict.
  • Prepare to address conflict with a resolution mindset.
  • Talk through a conflict situation objectively and non-defensively.
  • Develop first steps and trial solutions to begin to resolve a conflict.
  • Follow through to keep momentum toward a solution.

Customer Service
(4 Hours)
An excellent service ethic is essential to the success of any organization.  This program gives an overview of customer service philosophies and best practices.  It provides skills practice on how to incorporate outstanding service in everyday workplace interactions.

At the end of this module, participants will be able to:

  • Define customer service and its major components.
  • Explain Pace University’s service philosophy.
  • Identify Pace’s internal and external customers.
  • Demonstrate rapport-building techniques.
  • Exhibit customer service communication skills.
  • Describe problem-solving techniques and identify solutions to customer complaints.
  • Identify appropriate responses to recurring customer complaints.
  • Demonstrate strategies for dealing with difficult customer situations.
  • Explain the importance of follow-up in customer service.

Presentation Skills
Being able to speak effectively in public and give presentations is critical in the business world.  Learn how to improve your communication style, inspire and motivate participants, and exude confidence and enthusiasm in your presentations.  Participants will practice public speaking techniques and make impromptu presentations for constructive feedback.  This course can be taken on an individual basis through Pace’s Continuing and Professional Education, which can be contacted at (914)773-3714. The Organizational Learning and Development Department can work with you to provide your school or department with dedicated presentation skills training.  Contact the Organizational Learning and Development Department at OrgLearnDev@pace.edu.

Courageous Conversations on Diversity
(5 hours)

By introducing participants to fundamental concepts related to identity and diversity, Courageous Conversations on Diversity will facilitate the exploration and discussion of diversity, inclusion and exclusion in the workplace.  It will provide participants with the skills on how to make their environment at Pace one of equality, fairness and inclusivity.

Time Management
(3 hours)

Time management is more than just managing time.  It is about controlling the use of the most valuable, and under-valued, resource.  This program provides individuals with tools and techniques to identify individual time management goals, explore time management tools and techniques, and develop Individual Action Plans for addressing barriers to time management.

At the end of this module, participants will be able to:

  • Identify barriers to successful time management.
  • Articulate and evaluate individual time management goals.
  • Evaluate how their time is spent utilizing an Activity Time Log.
  • Explain the Time Management Matrix.
  • Discuss time management tools and techniques, including prioritization; scheduling; optimum work times.
  • Recognize and eliminate time wasters.
  • Describe techniques to manage procrastination.
  • Identify approaches to managing heavy workloads.
  • Develop Individual Action Plans for addressing barriers to time management.

Building a Constructive Relationship With Your Supervisor
(2 hours)

This program emphasizes the importance for building and maintaining a good relationship with one’s supervisor and outlines the “why” and “how” to accomplish this sometimes challenging task.

During this module, participants will review skills which will help them to:

  • Confirm current priorities with their manager
  • Ask the manager for specific feedback on how things are going
  • Find out about supervisor’s current priorities
  • Identify possible ways to support supervisor’s priorities


 


Performance Management Skills for Staff Series

Performance Management and Development Process (PMDP)
(2 hours)
Good, effective performance management is a key element in the morale and retention of our best people and a key responsibility for managers. As such, this program is designed to help staff view the performance review process (PMDP) as a tool to help them maximize their performance as employees. The session will also establish clear links between individual performance and the strategy and goals of the University and show how improved communications and feedback between managers and staff improves productivity through open and honest performance related discussions.

At the end of the module, participants will be able to:

  • Understand and navigate the web-based PMDP system
  • Promote the objectives and importance of performance management
  • Establish goal setting and communicate performance expectations
  • Evaluate actual performance against expectations
  • Describe the PMDP cycle
  • Write accomplishment statements
  • Describe both manager and staff responsibilities in the PMDP
  • Provide on-going performance monitoring and feedback

Goal Setting and Establishing Performance Expectations
(2 hours)
President Friedman has communicated a renewed focus and emphasis on measurement and metrics. As a result, all full and part-time staff members are expected to have performance goals and expectations each fiscal year. These goals will serve as the basis for a mutual definition - between you and your manager - of success and will be basis for the end of year PMDP performance review.

  • At the end of the module, participants will be able to:
  • Establish clear links between your performance goals and the strategy and Five Year Plan of the University
  • Write SMART performance goals and expectations
  • Clearly identify performance measures
  • Clearly identify how goals will be achieved
  • Write an Individual Development Plan
  • Understand the difference between performance and development goals