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Management Skills

Management Skills Series

Delegating for Shared Success

(4 hours) No other responsibility distinguishes a managerial role from others more than delegating tasks and projects. Delegation is the linchpin between staff, their managers, and results. When poorly executed, delegation negatively impacts productivity and leaves staff feeling frustrated and set up for failure. On the other hand, when done well, delegation taps in to the full capability of others, building confidence and enhancing relationships. With sound delegation practices in place, managers can focus their attention on value-added activities like removing performance barriers, planning, and continuous improvement.

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

  • Assess delegation challenges and skills to understand their own delegation style.
  • Evaluate what work must be done alone versus what can/should be completed through others.
  • Plan tasks to delegate and align the tasks with the appropriate staff.
  • Conduct a delegation conversation that results in the employee understanding the task, how it fits into the big picture and expectations.
  • List follow-up actions that can be taken to ensure delegation success.

Correcting Performance Problems

(4 hours) The pressure for speed, productivity, and bottom-line results has never weighed more heavily on organizations than now. Managers must ensure that everyone takes responsibility for performing his or her job as effectively as possible. Employees need training and coaching so they can manage their own performance. When these approaches aren’t enough, managers need to step in and take prompt and decisive action.

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

  • Recognize why managers delay correcting poor performance.
  • Describe the consequences of delaying action to correct poor performance.
  • Identify performance situations in which to take action.
  • Explain the benefits of thorough preparation when planning a discussion about poor performance.
  • Demonstrate a set of key actions for correcting performance problems.
  • Conduct focused conversations about poor performance that result in action toward improvement.

Providing Constructive Feedback

(4 hours) Staff needs regular feedback from their manager to know how well they are doing. Providing constructive feedback not only helps solve problems, but also can work to prevent potential performance problems from growing to the point where they have a negative impact on others and the organization.

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

  • Define and describe constructive feedback.
  • Identify opportunities to provide constructive feedback
  • Recognize the challenges and benefits of providing constructive feedback.
  • Evaluate their current level of effectiveness at providing constructive feedback.
  • Demonstrate a set of key actions for providing constructive feedback to others.
  • Conduct constructive feedback conversations that result in action toward improved performance.

Resolving Conflicts within Your Team

(4 hours) This module focuses on handling tricky situations that often develop among and between team members. It provides the skills and tools for team leaders to intervene directly or to support team members in addressing these situations on their own.

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

  • Describe the issue
  • State the impact on results
  • Invite an open exchange of reactions
  • Invite suggestions for ways to proceed
  • Gain agreement on next steps

Leading Meetings

(8 hours) This program helps individuals identify the skills that facilitators need to lead effective, results-oriented meetings. Participants leave the session able to conduct productive, results-oriented meetings, no matter how complex the issue or diverse the group.

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

  • Plan and conduct meetings that lead to action, including building an agenda, identifying the right participants, and communications
  • Prepare a group for a focused meeting
  • Encourage diverse points of view through facilitation techniques
  • Ensure action items are planned and assigned
  • Handle disruptive behavior from meeting participants

Project Management

(2 days) This course introduces the concepts, processes and knowledge areas of project management in a 14-hour class that includes individual and team exercises, case studies and discussion. Through this experience, participants will build a foundation for further study in an enjoyable fast-moving environment.

At the end of the program, participants will:

  • Become more sophisticated in their understanding of project management as a discipline, and will gain experience using the skills and tools of the project manager.

Behavioral Interviewing: Selecting the Best Candidate

(3 Hours) The purpose of selection interviewing is to learn enough from the job applicant to predict on-the-job behavior and make the best hiring decision. Past and present performance is the best predictor of future performance. This program teaches an interview method, behavioral interviewing, designed to identify a job applicant’s past job performance.

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

  • Explain the importance of hiring the correct person.
  • Describe the interview process, from start to finish.
  • Define behavioral interviewing.
  • Develop behavioral interview questions.
  • Identify and use legal interview questions.
  • Demonstrate behavioral interview techniques.

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

Managing Successfully at Pace University

(5 hours) This course provides Pace University managers with the necessary references for and knowledge of the University policies and procedures, as well as an understanding of his/her role as a manager at Pace University. This program is mandatory for all newly hired and/or promoted managers dating back to January 2009.

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

  • Demonstrate an understanding of Pace’s strategic vision.
  • Describe the roles and responsibilities of a manager at Pace.
  • Implement Pace’s Performance Management and Development Process (PMDP) and managerial responsibilities with regard to performance review and employee development.
  • Identify Pace’s core competencies for professional staff, managers, and University leaders.
  • Explain Pace’s disciplinary procedures.
  • Tell what the Pace Employee Handbook covers.
  • Identify Pace’s Human Resource policies and procedures.
  • Explain the administrative responsibilities of Pace managers, including managing time.
  • Describe Pace’s staffing process.
  • Discuss new employee obligations at Pace.
  • Describe Pace’s separation process.

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.

Performance Management Skills 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

Conducting Collaborative Performance Reviews

(4 hours) The formal performance review can be an extremely powerful tool for managers. This is especially true today, when staff work more independently and there are few opportunities for the manager and employee to step back, look at what’s happened, and decide where to go in the future. This module presents a collaborative approach to the formal performance review. Participants learn how to prepare employees for a review, how to manage expectations during the session, and how to create an atmosphere that encourages openness about concerns and plans for the future.

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

  • Prepare for focused and collaborative performance review meetings.
  • Help employees prepare for performance review meetings.
  • Give their perspective of performance by focusing on core points.
  • Overcome major performance disconnects with employees.
  • Increase employee motivation, learning, productivity, and ensure collaboration throughout the year.

Leading Process Change

Leading Process Change

(Six 2-hour workshops) 2008 ushered in the beginning of the ambitious Process Change initiatives in support of the University’s Strategic Plan and the building of a service ethic that will help ensure Pace’s continued revitalization and future growth. In an interactive workshop environment, Professor Christian Madu presents the basics of process change, starting with the basic definitions, steps in process change, transformation of an organization, problem solving tools, and how to decrease process failures.

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

  • Understand what a process is and how to "map" the workflow
  • Apply the various tools for process analysis and problem solving
  • Understand the difference between continuous improvement and breakthrough thinking
  • Develop and facilitate a stakeholder team
  • Propose and implement process changes
  • Coach others in process change