The Community College of Baltimore County Continuing Education and Economic Development
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Workplace Skills Enhance CE

WOS 009 – Delivery Gold Medal Presentations

Learn to make high-impact presentations to groups both large and small. Explore the importance of audience analysis and the value of thorough planning and preparation. Topics include communication skills and techniques, props and visual aids.

Course Objectives:
1. tailor a presentation for a target audience,
2. plan and prepare a presentation,
3. demonstrate proper communication and delivery techniques, and
4. integrate props and visual aids into a presentation.

WOS 015 – Delivering Superior Customer Service

Develop an understanding of the professional communication skills necessary to succeed in working with customers in any environment. Examine business protocol and etiquette and employ listening techniques to improve quality of service. Topics include greetings, statements, questions and objections, call management, difficult customers and strategies to manage them, balancing company and customer interests.

Course Objectives:
1. develop the ability to build and use the four ingredients of a professional telephone greeting;
2. use the language of telephone customer service more effectively;
3. use questions to manage telephone conversations tactfully, completely, and efficiently;
4. develop the ability to correctly identify statements, questions, and objections;
5. develop the ability to respond appropriately to customer objections and complaints;
6. identify and sort customer complaints by level of discontent;
7. apply the appropriate strategy to the level of customer discontent; and
8. employ customer service decisions that balance company and customer interests.

WOS 018 – Professional Development

Learn effective job-seeking and job-keeping skills. Learn how to create effective resumes and cover letters for the job you are seeking. Topics include job search techniques, developing resumes, preparing cover letters and references, effective interviewing techniques, and managing your time effectively.

Course Objectives:
1. use online and networking job search techniques;
2. develop a new resume or update an existing resume;
3. develop a preliminary career portfolio including cover letters, resumes, letters of recommendation, and references;
4. discuss how to make a good impression in an interview;
5. demonstrate enhanced communication skills; and
6. develop effective time management skills.

WOS 053 – Customer Service Fundamentals

Gain skills needed to handle customer problems and issues. Learn the tools and techniques to address common service issues facing businesses and organizations and how to increase customer satisfaction levels in balance with company needs.

Course Objectives:
1. demonstrate an understanding of the benefits of superior customer service,
2. identify the steps of the Customer Service Cycle,
3. perform the steps of the Recovery process,
4. identify sources of customer service issues, and
5. demonstrate the ability to resolve customer concerns.

WOS 055 – Collaborative Outcomes: Teams and Teamwork

Learn to create and sustain high-performance teams. Review the stages of team development and the approaches managers must take to motivate their teams. Focus on the importance, and contribution, of communication in successful teams. Intended for managers and supervisors.

Course Objectives:
1. identify the stages of team development,
2. apply the five levels of supervisory decision-making in a team environment,
3. demonstrate an understanding of the four thinking styles in a team environment, and
4. demonstrate the four tools to facilitate team more effective meetings.

WOS 056 – Introduction to Project Managment

Develop an understanding of the basic concepts and applications of Project Management, including the various elements of managing both simple and complex projects in the workplace in a common sense approach.

Course Objectives:
1. demonstrate an understanding of the difference between projects and tasks,
2. identify the stages of team development,
3. demonstrate an understanding of the importance of defining the scope of a project, and
4. demonstrate the application of Work Breakdown Structure (WBS) and Gantt Charts in project planning and scheduling.

WOS 064 – Basic Math Skills for the Health Care Worker

Review math skills directly related to math used in allied health courses and in the health care field, including addition, subtraction, multiplication, and division of fractions and decimals; converting fractions to decimals and decimals to fractions; using the metric system for measurements and how to setup basic algebraic equations to solve health care problems (e.g., dosages).

Course Objectives:
1. add, subtract, multiply, and divide fractions;
2. add, subtract, multiply, and divide decimals;
3. convert basic measurements by the metric system; and
4. use basic algebraic equations to solve health care problems.

WOS 067 – Excellence in Customer Service

This course is designed to teach customer service managers and delivery personnel a range of necessary skills and techniques to deliver consistent, quality, 'customer-focused' service in a business-to-business environment.

Course Objectives:
1. demonstrate proper service techniques and an understanding of the service cycle,
2. determine priority levels to service issues,
3. build action plans to ensure completion of multiple priority tasks,
4. obtain customer information over the telephone,
5. identify and manage unsatisfied customers by their level of discontent, and
6. respond to customer objections and complaints.

WOS 085 – CUSTOMER SERVICE FUNDAMENTALS

Course Objectives:
1. demonstrate an understanding of the benefits of superior customer service,
2. identify the steps of the customer service cycle,
3. perform the steps of the recovery process,
4. identify sources of customer service issues, and
5. demonstrate the ability to resolve customer concerns.

WOS 086 – Projecting Your Strengths

This course provides a review of the foundations for making effective business presentations. Topics include knowing your strengths, preparing to present, getting and keeping your audience's attention, introductions and closings.

WOS 087 – Help for the Helpdesk

This course is designed to enable the student, who is a helpdesk operator, to manage problems and complaints quickly and effectively, as well as to be confident in encounters with various customers, while providing superior customer service and optimizing usage of helpdesk software. Topics to be covered include implementation of specific tactics for handling angry callers; examination of helpdesk software usage to be knowledgeable about tracking issues, efficiency, and building a solutions database; recognition of vital clues that focus on the problem's source, as well as on finding a variety of solutions; and application of colleague network-building techniques for reference at times when extreme problems arise.

Course Objectives:
1. implement specific tactics for handling angry callers;
2. examine help desk software usage to be knowledgeable about tracking issues, efficiency, and building a solutions database;
3. recognize vital clues that focus on the problem's source, as well as on finding a variety of solutions; and
4. apply colleague network-building techniques for reference at times when extreme problems arise.

WOS 088 – Professionalism in the Workplace

This course is designed to enable the student to develop the knowledge and skills needed to improve his/her professionalism at work. Topics to be covered include goal setting, time management, communication skills, conflict management, dressing for success, and professional conduct.

WOS 089 – Delivering Effective Powerpoint Presentations

This course is designed to enable students to improve the non-technical aspects of presentations that utilize MS PowerPoint. Topics to be covered include preparing the presentation; effective use of text, graphics, and animations; tips and tricks for using PowerPoint; and delivering the presentation. Participants should have a working knowledge of MS PowerPoint.

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