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This program will be on the schedule in 2010. Click here to sign up to receive updates about our professional development program schedule.
To earn a Professional Certificate in Leadership Development, participants must complete five core sessions and one elective session. The Leadership Development Professional Certificate program is $499; participants can attend individual sessions for $99 each.
The leadership program’s core sessions are: Dynamic Leadership Communication; Creating Organizational Effectiveness by Reducing Conflict; Building Energized Teams; The Coaching Way; and, Maximizing Performance at Every Level. The electives are: Creating a Customer-Focused Culture; Better Time Management at Work; and, Customer-Focused Selling.
“Core” Session Descriptions
1- Dynamic Leadership Communication**: The ability of leaders to effectively communicate is the single most important factor in how well they are perceived by others. Leaders are continually faced with situations that require strong communication skills. Participants will complete a “What’s My Leadership Style?” instrument, identify key leadership skills, learn how to more effectively influence others to avoid miscommunication, and discuss numerous ways to create a positive and productive work environment. This fun session offers participants the opportunity to experience leadership concepts through interactive discussions and exercises.
2- Creating Organizational Effectiveness By Reducing Conflict** Conflict is inevitable in our everyday lives, both within and outside the workplace. You can’t eliminate conflict, but you can change the way you react and manage it. Effectively communicating during times of conflict results in improved outcomes, and reduced stress. Participants will complete a “Conflict Strategies Inventory” to identify their conflict resolution style, learn the techniques to decrease the negative impact of conflict, and more effectively utilize opposing points of view to generate new and productive solutions. This dynamic environment allows participants to explore the concepts through exercises, activities, and “real world” discussions.
3-Building Energized Teams **: Improving team performance is one of the most challenging aspects of leading a team. Whether you are part of an executive team or front-line supervisor, you will benefit from “out of the box” ways to raise your team’s performance to the next level. Participants will learn how to assess performance in five critical areas, identify the four stages of team development, as well as participant in a fun adventure simulation!
4- The “Coaching” Way: The ability to develop peak performers is a key attribute of a successful leader. Providing positive reinforcement and constructive feedback improves employee relationships and development. Learn when and how to deliver effective feedback, why feedback is critical to development, and how to monitor for success. This interactive session allows participants to experience the coaching techniques by working in small groups, to create a familiarity with the coaching and development process.
5-Maximizing Performance At Every Level: Managing performance is the most challenging responsibility of managing within any organization. Knowing why performance is excelling or plummeting is critical to the development of employees, as well as exceeding organizational goals. This session will explore how to: identify poor performance, monitor progress, create “real world” standards, adequately document, conduct performance reviews, and create a productive work environment.
“Elective” Session Descriptions
1-Creating A Customer-Focused Culture**: Beyond setting an example of how to treat customers, leaders must foster and maintain a customer-focused culture by actively creating the appropriate organizational components and support systems. This session includes: a review of a 14 point model “Customer Service: An Organizational View”, and completion of an assessment to analyze strengths and weaknesses in 8 world-class service areas. This is a highly interactive session, which provides participants the opportunity to discuss current organizational practices, as well as build skills for organizational change.
2- Customer–Focused Selling: This session will help front-line employees as well as non-sales employees, become the “eyes and ears” for generating additional business. Why focus on completing transactions, when listen to the customer and being more receptive to their needs, can dramatically improve referrals and sales. Learn to recognize “customer clues” for up-selling and referrals, while building rapport and gaining trust. Serve customers more completely by knowing your “would you like fries with that order?” phrase. Learn how “benefits” sell products, not features. This session offers easy techniques to building a more knowledgeable customer-focused employee base.
3 -Better Time Management At Work: Time is what drives our behaviors, so why not learn how to use it more effectively and productively. There are many people who seem to be very productive, yet never look hurried. Learn how to get focused on the critical items, de-clutter your “to do” list, participate in productive meetings, and not let work “fall through the cracks.” Getting the right things done each day can be accomplished, yet it is necessary to be efficient and organized. Learn the “tricks of the trade” and start getting more of the right things done!
Click here to sign up to receive updates about our professional development program schedule for 2010.
About the presenter:
 Joan Hebert, MBA, MS, principal of Hebert Performance Training,” specializes in customer service, leadership, presentation & training skills, team building, customer-focused sales, and communication skills. Hebert is a certified Achieve Global and AMA instructor, and Syracuse University Adjunct Professor. Prior to HPT, Hebert spent 15 years with AT&T as a #1 nationally ranked master trainer. HPT is a “NYS Woman-Owned Business Enterprise,” a member of ASTD, SHRM, listed on the NYS Eligible Training Provider List, and the federal government CCR. HPT is celebrating 12 years serving nationwide clients such as Time Warner Cable, Bayer HealthCare Pharmaceuticals, U.S. Department of Defense, Citizens Savings Bank, and National Grid.
SUNY Oswego Metro Center
The Atrium, 2 Clinton Square | Syracuse, New York 13202
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