Certificate Programs

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2 Course Schedule At A Glance September, 2004 April, Business Writing Certificate 7 Business Writing Certificate 16 Leadership Certificate 22 Customer Service Certificate 32

3 Business Writing Certificate The Business Writing Certificate will help employees improve their business writing skills to produce more effective documents that get results. Participants will increase the clarity, impact, and overall professionalism of s, memos, letters, and reports. They will learn strategies to create clear, direct written documents with reader-oriented content and logical organization. All City employees that write manuals, articles, public documents and correspondence are urged to obtain this certificate. To obtain a certificate in Business Writing, all four of the following classes must be attended: Fall Series Grammar and Punctuation Wednesday, September 8, 2004 Composition and Sentence Structure Wednesday, September 15, 2004 Cubberley, City Training Center Basics and Structures of Good Business Writing Wednesday, September 22, 2004 Business Writing Practicum Thursday, September 29, 2004 Spring Series Grammar and Punctuation Thursday, April 7, 2005 Composition and Sentence Structure Thursday, April 14, 2005 Cubberley, City Training Center Basics and Structures of Good Business Writing Thursday, April 21, 2005 Business Writing Practicum Wednesday, April 28,

4 Grammar and Punctuation This workshop is an intensive review of grammar and punctuation rules and uses, is composed of lecture, and individual and small group exercises. It will help participants create grammatically correct documents. Learning Objectives: Nouns, verbs, adverbs and preposition usage End marks, quotation marks and dashes Pronouns, adjectives and conjunctions Commas, semi-colons, colons, apostrophes and capitalization Wednesday, September 8, 2004 Thursday, April 7, 2005 Patricia Haddock, Training Consultant Composition and Sentence Structure This workshop is an intensive review of sentence and paragraph structure to help participants create focused documents with logical organization. Learning Objectives: Subject-predicate-object sentence structure Different types of sentences Sentence fragments and run-on sentences Topic sentences Paragraph construction Logical flow Sentence diagramming and modeling Requirements of various types of documents, such as , memos, letters, and reports Wednesday, September 15, 2004 Thursday, April 14, 2005 Patricia Haddock, Training Consultant 34

5 Basics and Structures of Good Business Writing This workshop explains how professional writers create successful written materials. It gives participants a process for planning, writing, and revising documents that get results. Participants will complete several individual and small-group writing assignments and will read their written documents to the class. Learning Objectives: Establish and realize a goal for each document Determine content before writing Write persuasively to focus on reader benefits Write compelling subject lines Write more easily and confidently Apply journalistic solutions to business writing problems Create clear, and concise instructions Break through writing blocks and overcome procrastination Revise for clarity and understanding, and proofread for accuracy Identify and correct wordiness Business Writing Practicum This workshop gives participants an opportunity to work on job-related written documents and receive one-onone feedback from the instructor. It uses lecture and writing exercises to teach participants how to organize and revise documents for clarity and reading ease. Participants should bring job-related writing projects to class. Thursday, September 29, 2004 Wednesday, April 28, 2005 Patricia Haddock, Training Consultant Wednesday, September 22, 2004 Thursday, April 21, 2005 Patricia Haddock, Training Consultant 35

6 Customer Service Certificate To obtain a certificate in Customer Service, choose at least six of the following classes: Listening Skills Wednesday, September 22, 2004 Room A-3 Fish! Thursday, October 14, :00 am to 10:00 pm The Customer Driven Company Wednesday, March 9, 2005 Understanding Customer Needs and Wants Wednesday, March 23, 2005 Managing Difficult Customers and Customer Complaints Wednesday, April 6, 2005 Tactical Communication Thursday, December 16, 2004 For course descriptions, please refer to the Customer Service section. A Complaint is a Gift Thursday, January 20, :00 am to 12:00 pm Working Out Differences with Others Wednesday, February 23,

7 Leadership Certificate Leaders must inspire excellence and motivate employees to give their best performance. To obtain a certificate in Leadership, choose at least six of the following: Tuesday, March 15, :30 pm to 3:30 pm Who Moved My Cheese? Tuesday, September 16, :00 am to 10:00 am High Performance Teams Tuesday, October 26, :30 am to 3:30 pm Cultural Diversity, Meeting the Challenge Tuesday, October 5, :00 pm to 5:00 pm Understanding Behavior Work Styles Thursday, October 7, :00 am to 11:00 am The 7 Habits for Highly Effective People Thursday, October 7, :00 noon to 3:30 pm Six Thinking Caps to Problem Solving Wednesday, October 20, :30 pm to 3:30 pm Boards/ Commissions/ Councils Protocol and Procedures Tuesday, November 2, :00 pm to 4:00 pm Friday, February 4, :30 am to 12:00 noon Friday, February 4, :00 pm to 4:30 pm Unacceptable Behavior and Other Tough Employee Problems Tuesday, November 9, :00 am to 4:00 pm Redwood City 37

8 Tough Conversations: Getting the Results You Want Tuesday, November 23, :30 am to 4:30 pm Tuesday, April 19, :30 am to 4:30 pm How to Building a Learning Organization Thursday, February 17, :00 am to 12:00 noon Working with X Y and Z Generations Thursday, March 17, 2005 Coaching for Commitment Thursday, December 2, :00 am to 5:00 pm Attitude 101 Wednesday, December 8, 2005 Coaching, Mentoring, and Team Building Skills Thursday, March 17, 2005 and Friday, March 18, 2005 Redwood City How to Work in a Political Environment Thursday, March 31, :30 am to 11:30 am Effective Presentation Skills Thursday, January 6, 2005 For course descriptions, please refer to the Professional Development section. Working Collaboratively Thursday, February 10,

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