Professional Development

Below is a list of the Professional Development Sessions that are offered to staff, faculty, and physicians of UNTHSC. If you are interested in attending a session the following link is provided for you to register for a session that is currently being offered. 

Professional Development Session Registration Link

Art of Successful Coaching

This session focuses on
coaching skills and how to use coaching as a tool to improve your
management skills and working relationships. Participants will learn the role of a
coach and some successful techniques to help improve the quality of
performance.

Coaching Strategies
& Techniques

In this course participants will learn tools and
techniques for effective coaching. All are welcome especially those who are
supervisors, managers, coordinators, and team leads providing feedback and
coaching to employees. The training will include: 7 types of coaching,
coaching styles, setting expectations as coaches, tools and techniques and
scenario based exercises.

College 101 – What
should I know as a parent

This is an interactive College
101 session that is designed for staff who are parents/guardians of high
school students or for staff who are interested in pursuing a college
education. This session will cover the
college basics: how to choose a
college, how to pay for college, choosing a major, and what services are
available to college students.

Communication
Series

Art of Communication — This session focuses on the communication
process and the role it plays in customer service.  We will discuss the
communication process, barriers and obstacles, the value of first
impressions, open vs. closed-ended questions, and other key points that define
artful communication. By the end of this session, you should have identified
at least one or two situations in which you can improve your communication
and develop a plan of action to incorporate these improvements.

Listening for
Success
— Although we talk and listen to each other, we may be lacking
in effective listening skills which hinders our ability for productive
communication.  This session will address areas identified during the
Denison Survey that will help improve your listening skills.  We will
discuss listening tips and techniques which will assist you in improving your
abilities to clarify messages, understand problems and build relationships.

Beyond Words: Body Language
— This session will take a closer look at the role of body language in the
communication process. We will discuss how to read body language cues our
customers use to communicate with us, and the role our body language plays in
communicating with them. By the end of this course, you will have identified
positive body language cues that you can use to improve your communication
and customer service skills.

Internal
Language
This session will identify internal acronyms and
slang we use on a daily basis and discuss how this internal language impacts
the customer service experience.  By the end of this session, you will
have identified words and phrases from your internal language and identified
an optional way of saying/using these words that will help improve the way
you communicate.

Customer Service
Fundamentals

In an effort to address Denison Survey results, this session
will explore the fundamentals of customer service.  This includes the
impact of a positive service mentality, understanding the customer’s
viewpoint, as well as identifying both good and bad customer service. 
At the end of this session, you should leave with a new awareness of the
needs of both your internal and external customers and the role you play when
serving customers.

Effective
Interviewing

This course will help you enhance your skills conducting
comprehensive and legal interviews which will enable you to select the best
candidate. The training will include the following topics: preparing for an
interview, setting the tone, gathering information from applicants, what are
legal and illegal questions, closing an interview, and scenario-based
exercises.

E-mail Etiquette

This session will look at the importance of e-mail
etiquette both formally and informally within the organization. This session
will benefit anyone who has a question or two about how to send or receive
e-mail communication.

Employee Annual
Staff Performance Evaluation Training

Training will cover the new On-line Staff Performance
Evaluation automated system which is now in EIS (PeopleSoft). We will cover
the system process for completing the Employee Self-Evaluation and how the
evaluation process will occur in EIS.

Handling Difficult
Customers

Many of us have to deal with difficult or unhappy customers on a
daily basis, and it’s never easy. Especially if it’s an internal customer (co-worker) we are dealing
with. In this session, we will take a
closer look at difficult customers and create an awareness of how we can
effectively handle difficult situations. You will leave with some specific tips and techniques you can use to
ensure service recovery and turn the situation from difficult to positive.

HRS Employee
Relations & EEO Q&A

Have you ever had questions that you wanted to ask
Employee Relations or EEO? Are you familiar with the policies and procedures
here at the HSC? This session is an opportunity for you to get to know the
Employee Relations and EEO team. They will cover a wide range of topics. This
session is open to both employees and Supervisors.

Introduction to
Critical Thinking

This session will assist you in making better decisions
through critical thinking and creative problem solving and learning how to
adapt to different thinking styles in group and team environments. Recognize
and remove barriers to individual and group performance to foster an
innovative work environment. Systematically analyze any given problem.
Present your ideas clearly and concisely for maximum buy-in and value.

Introduction to
Generations – Part I

Are you working with co-workers of different generations?
Does working with different generations affect your department? This session
will introduce the various generations, help you gain a better understanding
of each group, and cover ways to help you better communicate.

Managing and
Motivating Generations – Part II

Are you leading a team composed of individuals from
different generations? Do you need to learn different skills for working with
people of many generations? This training will build upon the
"Introduction to Generations" in the Workplace training, looking at
ways in which you can motivate, create great team synergy, and manage each
particular generation.

Managing Workplace Negativity

Negativity can greatly impact
employee engagement and productivity.  This session provides hints and
tips on how to manage the negativity in a positive productive way.
Participants will learn to identify attitudes that cause negativity,
promote positive attitudes, and influence behavior changes.

Performance
Management

Do you need help improving the communication between you
and those you supervise? This session
is an introduction to Performance Management. It will address the importance of managing performance on a continuous
basis, rather than just a one-time occurrence or event. During the session you will learn: the
importance of increasing two-way communication between you and those you
supervise, techniques to set clear and measurable goals and expectations, and
tips for managing performance through constructive coaching. * This session is intended for those who
manage the performance of others. *

Providing Effective
Employee Feedback

This class that will help in enhancing communication,
generate new and better ideas, and support institutional goals. Tools and techniques
will be provided to help employees understand where they stand and keeps
performance on track.

Supervisor Annual
Staff Performance Evaluation Training

This training is intended for those who evaluate/supervise
employees. Training will cover the new on-line process in EIS (PeopleSoft).
Intended for Supervisors only.

Stress Management

In this session you will learn tools and techniques to
managing stress; including ways to handle situations you encounter every day.
We will look at ways to understand stress, why we react as we do, and look at
techniques to address stressful situations.

Telephone
Etiquette: It’s Not Just Answering the
Phone

This session
will address basic telephone etiquette as well as explore the critical
elements of customer service in relationship to telephone
conversations.  We will discuss the importance of a positive first and
lasting impression, explore productive language for business calls, identify
basics for handling complaints and solving problems over the phone, all while
maintaining a positive customer service attitude.  This class is for
everyone who deals with customers over the phone, and will provide you with
tips and techniques that will help you improve your telephone image.