ADMINISTRATIVE PROFESSIONAL CERTIFICATE

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1 ADMINISTRATIVE PROFESSIONAL CERTIFICATE The Administrative Professional Certificate Program is designed for individuals in administrative support roles with a desire to be exceptional in their organizational role. Often the voice and face of the department administrative professionals are communicators, organizers and customer service gurus. Learners must complete 25 hours of coursework for certificate completion. Core Courses: Administrative Professionals: Common Administrative Support Tasks =1 hour Administrative Professionals: Interacting with Others =1 hour Administrative Professionals: Putting Your Best Foot Forward =1 hour Administrative Professionals: Maximizing Your Relationship with Your Boss =1 hour Essential Skills for Administrative Support Professionals Simulations =.5 hour Total Core Time: 4.5 hours Required Total Time = 25hrs Chart Your Course(s) Business Communication Managing Your 1hour Using and Instant Messaging Effectively Addressing and Redistributing Essential Skills for Professional Telephone Calls Business Writing: Know Your Readers and Your Purpose Business Writing: How to Write Clearly and Concisely Business Writing: Editing and Proofreading Business Grammar: Parts of Speech Business Grammar: The Mechanics of Writing Business Grammar: Sentence Construction Business Grammar: Working with Words Business Grammar: Punctuation Business Grammar: Common Usage Errors Effective Business Writing* = 3 hours. Workplace Challenges & Conflict Workplace Conflict: Recognizing and Responding to Conflict Workplace Conflict: Strategies for Resolving Conflicts Elements of Conflict =.45 hr Personal Conflict Styles Managing Conflict Conflict: Avoid, Confront, or Delay? Working with Difficult People: How to Work with Self-serving People Working with Difficult People: How to Work with Negative People Working with Difficult People: How to Work with Manipulative People Working with Difficult People: Identifying Difficult People Working with Difficult People: How to Work with Aggressive People Working with Difficult People: Dealing with Micromanagers Conflict Resolution* = 6 hours Managing & Coping with Change: Taking a New Path for Personal & Professional Growth* = 3 hours

2 . Interpersonal Communication The Impact of Situation and Style When Communicating with Diplomacy and Tact Strategies for Communicating with Diplomacy and Tact Delivering a Difficult Message with Diplomacy and Tact Interpersonal Communication: Communicating with Confidence Interpersonal Communication: Targeting Your Message Interpersonal Communication: Listening Essentials Interpersonal Communication: Communicating Assertively Interpersonal Communication: Being Approachable Techniques for Communicating Effectively with Senior Executives Effective Interpersonal Communication Simulation =.5 hrs Communicating Across Cultures =1.45 hrs Professional Networking Essentials: Finding Opportunities to Make Connects Professional Networking Essentials: Developing Confidence Interpersonal Communication* = 6 hours Professional Communication: Communicate Effectively, Effective Communication, Communicate with Positive Impact* = 3 hours. Managing Results, Time & Projects Getting Results without Direct Authority: Influencing Your Boss Getting Results without Direct Authority: Reciprocity Getting Results without Direct Authority: Persuasive Communication Getting Results without Direct Authority: Build Relationships and Credibility Time Management: Analyzing Your Use of Time Time Management: Planning and Prioritizing Your Time Project Management Fundamentals =2.5 hours Managing a Project = 2.5 hours Time Management* = 3 hours Workplace Business Practices: Best Practices in Managing Projects, Time & Team Meetings* = 3 hours. Office Essentials Customer Service Fundamentals: Building Rapport in Customer Relationships Customer Service Fundamentals: Internal Customer Service Customer Service Fundamentals: Customer Service Confrontation and Conflict Identifying and Managing Customer Expectations Principles of Accounting and Finance for Non-financial Professionals The Essentials of Budgeting for Non-financial Professionals Organizational Budgeting Activities and the Master Budges Shaping the Direction of Customer Service in Your Organization Planning and Preparing and Operating Budget Customer Service Over the Phone Achieving Excellence in Customer Service* = 3 hours. *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course(s). Contact T&OD for substitution approval.

3 New Supervisor Certificate The New Supervisor Certificate Program will help supervisors clarify roles and develop core supervisory competencies to enhance their employee s performance. The program focus is tools needed in the first 90 days to enhance communication skills with employees, improve talent management and understand human resource principles. Learners must complete 25 hours of coursework for certificate completion. Core Courses: First Time Manager: Understanding the Manager Role =1 First Time Manager: Challenges =1 First Time Manager: Meeting Expectations =1 Making the Move Into Management =.25 Adopting the Appropriate Management Style =.25 Total Core Time: 3.50 hours Required Total Time = 25hrs Chart Your Course(s) New Supervisor Essentials Employee Relations: Communicating for Effective Employee Relations (Includes Simulation) =1.15 hours Employee Relations: Understanding Employment Laws (Includes Simulation) Employee Relations: Satisfying Employees (Includes Simulation) Managing Organizational Goals (Includes Simulation) = 3:5 hours Recognizing Employee Performance (Includes Simulation) =2 hours Business Ethics* = 3 hours HR and the Law: What you need to know* =3hrs Introduction to Supervision* = 3 hours Managing SPA Employee* =5 hours Communication & Conflict Management Leading Teams: Dealing with Conflict Workplace Conflict: Recognizing and Responding to Conflict Workplace Conflict: Strategies for Resolving Conflicts Culture and Its Effect on Communication Communicating Across Cultures Improving Communication in Cross-cultural Relationships Managing and Aging Workforce Developing the Next Generation Giving & Receiving Feedback* =3 hours Conflict Resolution * = 6 hours Generations at Work* = 3 hours. Management Essentials Delegation Essentials: An Introduction to Delegating Delegation Essentials: The Delegation Process Delegation Essentials: Overcoming Delegation Problems Business Coaching: Getting Ready to Coach Business Coaching: Conducting Coaching Sessions Business Coaching: Building the Coaching Relationship Business Coaching: Using Different Coaching Styles Talent Management: Basics

4 Planning for Performance Coaching for Success* = 3hrs Team Fundamentals* = 3hrs Team Decision Making & Problem Solving* =3 hours. *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

5 Project & Program Management Certificate The Project & Program Management Certificate will help individuals apply project management practices to achieve success throughout the organizations. The program is designed for individuals that may or may not function in a project management role. Learners must complete 25 hours of coursework for certificate completion. Core Courses: Project Management Fundamentals =2.5 hours Initiating and Planning a Project =2 hours Managing a Project =2.5 hours Troubleshooting and Closing the Project =2 hours Project Management for Non-project Managers Simulation =.5 hours Total Core Time: 9.50 hours Required Total Time = 25hrs Chart Your Course(s) Project Management Essentials Transitioning into a Project Management Role =3 hours Project Management Essentials =.25 Scope Definition Tools and Techniques Managing Scope on a Project Controlling Project Cost Introduction to Project Management* =3 hours Project Management Essentials (PMBOK Guide-Fifth Edition-aligned) Managing Projects within Organizations (PMBOK Guide-Fifth Edition-aligned) = 2 hours Project Management Overview (PMBOK Guide-Fifth Edition-aligned) =1.5 hours Project Management Process Groups (PMBOK Guide-Fifth Edition-aligned) = 2 hours Anticipating and Solving Problems as a Project Champion =.25 hours Managing Projects with Not Direct Authority =.25 hours Ensuring Management Buy-In on a Project =.25 hours Project Time Management (PMBOK Guide-Fifth Edition-aligned) Defining and Sequencing Project Activities (PMBOK Guide-Fifth Edition-aligned) = 2 hours Estimating Activity Resources and Durations (PMBOK Guide-Fifth Edition-aligned) = 2 hours Developing and Controlling the Project Schedule (PMBOK Guide-Fifth Edition-aligned) = 2 hours Handling A Change Request =.5 hours Project Communication & Quality Management (PMBOK Guide-Fifth Editionaligned) Plan and Manage Project Communication (PMBOK Guide-Fifth Edition-aligned) = 2 hours Control Project Communication (PMBOK Guide-Fifth Edition-aligned) = 1 hour Plan Quality Management (PMBOK Guide-Fifth Edition-aligned) = 2 hours Quality Assurance and Quality Control (PMBOK Guide-Fifth Edition-aligned) = 2 hours Addressing Stakeholder Conflicts =.25 hours Managing Conflicts in Project Teams =. 25 hours

6 Project Risk Management (PMBOK Guide-Fifth Edition-aligned) Risk Management Planning (PMBOK Guide-Fifth Edition-aligned) = 1.5 hours Identifying Project Risk (PMBOK Guide-Fifth Edition-aligned) = 1.5 hours Performing Risk Analysis (PMBOK Guide-Fifth Edition-aligned) = 2 hours Risk Response and Control (PMBOK Guide-Fifth Edition-aligned) = 2 hours Ethics and Risk: Why They Matter in Project Success =.25 Mitigating Risk when Improving Processes =.25 *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

7 Leadership Essentials Certificate The Leadership Essentials Certificate Program (leading from formal and informal positions) will help learners clarify roles and develop core leadership competencies to enhance individual and team performance. The program is designed to enhance communication skills, build creditability as one who serves in a leadership role. Learners must complete 25 hours of coursework for certificate completion. Core Courses: Leadership Essentials: Motivating Employees Leadership Essentials: Communicating Vision Leadership Essentials: Building Your Influence as a Leader Leadership Essentials: Leading with Emotional Intelligence Leadership Essentials: Creating Your Own Leadership Development Plan Total Core Time: 5 hours Required Total Time = 25hrs Chart Your Course(s) Essentials The Voice of Leadership: Inspirational Leadership The Voice of Leadership: Self-assessment and Motivation The Voice of Leadership: Effective Leadership Communication Strategies The Voice of Leadership: The Power of Leadership Messaging Setting and Managing Priorities with the Organization: Communication Leading in Tough Times 2: Leading Through Actions (Includes Simulation) =1.25 hours. Organizational Priorities Setting and Managing Priorities within the Organization: Mission and Goals Setting and Managing Priorities with the Organization: Deciphering Priorities Setting and Managing Priorities with the Organization: Motivation Knowledge Management: Basics of Knowledge Management (Includes Simulation) = 1.25 hours Knowledge Management: Implementing Knowledge Management (Includes Simulation) = 1.25 hours Knowledge Management: Knowledge Management and Organizational Learning (Includes Simulation) = 1.25 hours. Engagement & Learning The Benefits and Challenges of Engaging Employees Maintaining an Engaging Organization Cross-functional Team Fundamentals Creating and Maintaining a Positive Work Environment Key Strategies for Managing Cross-functional Teams Managing Internal Dynamics in a Cross-functional Team Fundamentals of Organizational Learning Establishing the Conditions for a Learning Culture Developing Learning Practices Evaluating and Sustaining Organizational Learning. Strategic Planning & Thinking

8 Developing the Capacity to Think Strategically Developing the Strategic Thinking Skill of Seeing the Big Picture The Strategic Development of Talent 3: Developing a Learning Organization (Includes Simulation) = Using Strategic Thinking Skills Collaboration Skills = 2.25 hours Leading Change Leadership Essentials: Leading Innovation Leadership Essentials: Leading Change Motivating Employees and Leading Change Simulation Leading in Tough Times 3: Leading People Through Change (Includes Simulation) = 1.5 hours. *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

9 Workplace Professional Certificate The Workplace Professional Certificate Program provides tools need to manage your career and develop key skills needed to advance in the workplace. The program extends mastery of current competencies and creates new competencies needed to get ahead. Learners must complete 25 hours of coursework for certificate completion. Core Courses: Managing Your Career: Creating a Plan =1 hour Working for Your Inner Boss: Personal Accountability =2 hours Goals and Setting Goals =2 hours Creating a Positive Attitude = 2 hours Doing Business Professionally Simulation =.5 hours Internal Customer Service =1 hour Total Core Time: 8.5 hours Required Total Time = 25hrs Chart Your Course(s) Decision-Making & Problem Solving Developing Character for Decisiveness Overcoming the Barriers to Decisiveness Decision Making: The Fundamentals Decision Making: Tools and Techniques Decision Making: Making Tough Decision Problem Solving: The Fundamentals Problem Solving: Determining and Building Your Strengths Problem Solving: Digging Deeper Peer Relationships The Value of Peer Relationships Developing Strategic Peer Relationships in Your Organization Forming Peer Relationships and Alliances at Work Professional Networking Essentials: Finding Opportunities to Make Connections Professional Networking Essentials: Developing Confidence Collaborating and Decision Making with Simulations =2.25 hours Conflict Resolution* = 3 hours Effective Time Management Time Management: Analyzing Your Use of Time Time Management: Planning and Prioritizing Your Time Time Management: Avoiding Time Stealers Time Management* = 3 hours Workplace Business Practices: Best Practices in Managing Projects, Time & Team Meetings* = 3 hours Perseverance, Resilience and Pressure Developing Character for Perseverance and Resilience Achieving Goals through Perseverance and Resilience Bouncing Back with Perseverance and Resilience Developing the Right Attitude for Performing Under Pressure

10 Taking Action for Performing Under Pressure Performing with Others under Pressure Managing & Coping with Change: Taking a New Path for Personal & Professional Growth* =3 hours Enhance Productivity Personal Productivity Improvement: Managing Your Workspace Personal Productivity: Self-organization and Overcoming Procrastination Personal Productivity Improvement: Managing Tasks and Maximizing Productivity Critical Thinking Essentials: What Is Critical Thinking Critical Thinking Essentials: Applying Critical Thinking Skills Innovation & Organizational Change Generating Creative and Innovative Ideas: Enhancing Your Creativity Generating Creative and Innovative Ideas: Maximizing Team Creativity Generating Creative and Innovative Ideas: Verifying and Building on Ideas Understanding Organizational Change Preparing for Organizational Change Embracing Organizational Change *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

11 Fundamentals of Management Certificate The Fundamentals of Management Certificate Program will help learners clarify roles and develop core leadership competencies to enhance their employee s performance. The program is designed to enhance communication skills, build creditability as a manager and enhance management skills. Core Courses: Management Essentials: Directing Others Management Essentials: Delegating Management Essentials: Developing Your Direct Reports Leadership Essentials: Leading with Emotional Intelligence Leadership Essentials: Creating Your Own Leadership Development Plan Total Core Time: 5 hours Required Total Time = 25hrs Chart Your Course(s) Coaching & Communication Business Coaching: Getting Ready to Coach Business Coaching: Conducting Coaching Sessions Business Coaching: Building the Coaching Relationship Business Coaching: Using Different Coaching Styles Setting and Managing Priorities with the Organization: Communication Preparing for a Difficult Conversation Having Difficult Conversation Handling Difficult Conversations Effectively Organizational Priorities Setting and Managing Priorities within the Organization: Mission and Goals Setting and Managing Priorities with the Organization: Deciphering Priorities Setting and Managing Priorities with the Organization: Motivation Initiating Succession Planning Effective Succession Planning: Determining a Talent Pool for Key Positions Preventing Problem Performance Managing Performance Underperforming Employee Now What? Engagement & Team Development The Benefits and Challenges of Engaging Employees Establishing Team Goals and Responsibilities Elements of a Cohesive Team Effective Team Communication Maintaining an Engaging Organization Cross-functional Team Fundamentals Key Strategies for Managing Cross-functional Teams Managing Internal Dynamics in a Cross-functional Team Leading & Learning Fundamentals of Organizational Learning Establishing the Conditions for a Learning Culture

12 Developing Learning Practices Evaluating and Sustaining Organizational Learning Managing Workforce Generations: Introduction to Cross-generational Employees Business Execution: Understanding the Fundamentals Business Execution: Linking Strategy to People and Operations Negotiation Skills Negotiation Essentials: What is Negotiation? Negotiation Essentials: Planning for Negotiation Negotiation Essentials: Communicating Negotiation Essentials: Persuading Negotiation Essentials: Avoiding Pitfalls in Negotiations Conducting a Successful Negotiations Simulation =.5 hrs Managing Change Managing Change: Understanding Change Managing Change: Building Positive Support for Change Managing Change: Dealing with Resistance to Change Managing Change: Sustaining Organization Change Managing for Rapid Change and Uncertainty *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

13 Desktop Essentials Certificate The Desktop Essentials Certificate Program is designed for the non-it professional to enhance understanding and use of various desktop applications. The courses will enhance knowledge in specific product or technology and provide educational resources for the non-it professional. In order to complete this certificate learners must have 25 hours of total training time. Core Courses: Introduction to Information Security Using your Desktop Computer and Mobile Device Safely Using , the Internet, and Social Media Safely in a Corporate Environment Total Core Time: 3 hours Chart Your Course Beginner Microsoft Word Getting Started with Word 2010 Formatting and Working with Text in Word 2010 Organizing and Arranging Text in Word 2010 Structuring Word 2010 Excel Getting Started with Excel 2010 Moving and Modifying Worksheets in Excel 2010 Using Conditional Formatting, Tables and Sparklines in Excel 2010 Using Basic Formulas in Excel 2010 Using Basic Functions with Excel 2010 Adding Visuals, Themes, and Styles to Excel 2010 Workbooks PowerPoint Getting Started with PowerPoint 2010 Visually Enhancing PowerPoint 2010 Presentations Adding Images to Presentations in PowerPoint 2010 Using Multimedia and Animations in PowerPoint 2010 Project Introduction to Project Management using Project 2010 Introduction to Project 2010 Initializing a Project with Project 2010 Building a Schedule with Project 2010 Monitoring Schedule Performance with Project 2010 Visio Getting Started with Visio 2010 Working with Diagrams in Visio 2010 Collaboration, Evaluation and Printing in Visio 2010 Advanced Microsoft Word Using Themes, Backgrounds, Watermarks, and Quick Parts in Word 2010 Adding Tables of Contents, Footnotes, Hyperlinks and Bookmarks in Word 2010 Forms, Fields, and Mail Merge in Word 2010 Managing, Inspecting and Recovering Word 2010 Documents Embedding Charts and Tables in Word 2010

14 Excel Customizing Visual Elements in Excel 2010 Workbooks Settings, Conditional Formatting, and Number Formats in Excel 2010 Verifying Excel 2010 Data and Formulas Analyzing Data with What-if Analysis in Excel 2010 PivotTables and PivotCharts in Excel 2010 Pivot Table Filters, Calculations, and PowerPivot PowerPoint Using Advanced Slide Show Tools in PowerPoint 2010 Collaborating and Sharing Presentations in PowerPoint 2010 Advanced Customizing with Project 2010 Advanced Tools for Managing Multiple Projects with Project 2010 Advanced Resource Management with Project 2010 Advanced Scheduling Management with Project 2010 Advanced Reporting and Management Tools in Project 2010 Microsoft Excel for Power Users Sharing Excel 2010 Workbooks Using Excel 2010 to Collaborate Online and with Other Office Applications Using Lookup, Reference, Math and Text Functions in Excel 2010 Manipulating Formulas and Using Forms in Excel 2010 Using Excel 2010 Data Connections: Web Queries, XML and Databases *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

15 Create Your Own Certificate The Create Your Own Certificate Program will require a T&OD consultation with employee and supervisor to design a development plan that is a component of the employee s performance management process. The individual performance plan is needed to assess area for enhancement and development. In order to complete this certificate learners must have 25 hours of total training time. Professional Develop Action Plan Chart Your Course Communication Customer Service Peer Relationship *Instructor Led Training (ILT) course(s) will require registration in MyPackPortal. This program offers the ability to substitute two elective courses from the e-learning catalog in lieu of suggested course. Please contact T&OD for substitution approval.

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