Learning & Development Standard Operating Procedure

Your Learning
and
Development Paths

EMPLOYEES

SUPERVISORS
SENIOR
& LEADERS
MANAGERS

YOU
CAREER ASPIRING
DEVELOPMENT LEADERS
SERVICES

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 Learning & Development Standard Operating Procedure
Table of Contents
How to Use This Standard Operating Procedure ..................................................................................... 5
General ................................................................................................................................................. 5
Employees ............................................................................................................................................. 5
Supervisory Personnel .......................................................................................................................... 6
Learning and Development Paths............................................................................................................. 7
Employees ............................................................................................................................................. 7
Supervisors and Managers ................................................................................................................. 14
Senior Leaders .................................................................................................................................... 16
Career Development Services............................................................................................................. 18
Aspiring Leaders.................................................................................................................................. 20
Classroom-Based Training Attendance Expectations ............................................................................. 23
Attending Classroom-Based Training ................................................................................................. 23
Training 500 Mile Rule ........................................................................................................................ 23
Cell Phone/Electronic Devices ............................................................................................................ 23
Classroom-Based Training Cancellation Policy ................................................................................... 23
Training No Show/Incomplete ...................................................................................................................... 24
Employee/Supervisor Classroom-Based Training Cancellation Process ....................................................... 24
Human Resources’ Classroom-Based Training Cancellation Process............................................................ 24
Learning and Development Partners ...................................................................................................... 25
Internal Trainer Certification .................................................................................................................. 25
Transfer of Learning ................................................................................................................................ 26
Supervisor’s Role Before Training....................................................................................................... 26
Conduct a Performance Needs Analysis ....................................................................................................... 26
Selecting Employees to Attend Training ....................................................................................................... 26
Model the Training ........................................................................................................................................ 27
Support and Encourage ................................................................................................................................. 27
Help Employees Create a Preliminary Learning and Development Action Plan ........................................... 28
Plan to Debrief the Training .......................................................................................................................... 29
Supervisor’s Role During Training....................................................................................................... 29
Protect Employees from Interruptions ......................................................................................................... 29
Participate in or Observe Training ................................................................................................................ 29

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 Learning & Development Standard Operating Procedure
Supervisor’s Role After Training ......................................................................................................... 29
Debrief the Training ...................................................................................................................................... 29
Provide Resources to Practice ....................................................................................................................... 30
Monitor Progress of the Learning and Development Action Plans............................................................... 30
Be a Coach and Role Model — Provide Encouragement and Feedback ....................................................... 31
Continue to Monitor Progress of the Learning and Development Action Plans........................................... 32
Stay in Contact with Trainers ........................................................................................................................ 32
Course Descriptions and Learning Objectives for Classroom-Based Training........................................ 33
Employees ........................................................................................................................................... 33
7 Habits of Highly Effective People® ............................................................................................................. 33
21st Century Time Management .................................................................................................................. 34
Active Shooter ............................................................................................................................................... 34
Business Writing Made Easy ......................................................................................................................... 35
CDL Defensive Driving ................................................................................................................................... 35
City G.R.E.A.T. Customer Service Experience ................................................................................................ 36
CitySTART Employee Orientation .................................................................................................................. 36
Code of Ethics Refresher Training ................................................................................................................. 37
Communicating for Results ........................................................................................................................... 37
Confined Space Entry .................................................................................................................................... 37
Creating a Positive Workplace ...................................................................................................................... 38
Defensive Driving .......................................................................................................................................... 38
Effective Meetings…Making Meetings Work ................................................................................................ 38
Effective Presentations ................................................................................................................................. 39
Embracing Innovation and Change ............................................................................................................... 40
Emergency Operations Center Call Taker Training ....................................................................................... 40
Emotional Intelligence for Employees .......................................................................................................... 41
FEMA/NIMS Training ..................................................................................................................................... 41
Generations in the Workplace ...................................................................................................................... 42
Harassment Prevention Training................................................................................................................... 42
Mental Health First Aid® ............................................................................................................................... 42
Near-Miss Reporting ..................................................................................................................................... 42
Project Management - From Planning to Managing ..................................................................................... 43
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 Learning & Development Standard Operating Procedure
Promote Yourself First................................................................................................................................... 43
Resolving Conflict with Peers ........................................................................................................................ 44
Sharpening Your Workplace Skills Program: High School Diploma/GED Study ........................................... 45
Supervisor Apprenticeship® Skills for Rising Leaders .................................................................................... 45
The Grammar Game ...................................................................................................................................... 46
Trenching and Shoring .................................................................................................................................. 46
Understanding Personality Styles in the Workplace ..................................................................................... 46
Supervisors and Managers ................................................................................................................. 47
CityCOACH: Supervisory Support ................................................................................................................. 47
CitySMART Leadership Training .................................................................................................................... 47
Confined Space Entry for Supervisors ........................................................................................................... 48
Leading Innovation and Change .................................................................................................................... 48
Managing and Editing Time Cards................................................................................................................. 49
Team Building: The Key to Success in the Workplace ................................................................................... 49
The Art of Effective Delegation ..................................................................................................................... 50
The Manager’s Journey® ............................................................................................................................... 50

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 Learning & Development Standard Operating Procedure
How to Use This Standard Operating Procedure
General
o Become familiar with the City’s learning and development opportunities
 On-demand/online training courses
 Classroom-based training courses

Please logon to CityEDGE to view current availability, enroll, unenroll,

complete training, etc. For instructions, please see the CityEDGE
Employee and Supervisor User Guide

o Understand the learning and development paths

 Path - A group of courses ideal for the target audience
 Available paths
 Employees
 Supervisors and Managers
 Senior Leaders
 Aspiring Leaders
 Career Development

o View citywide learning and development courses within each path

 Understand course structure by target audience
Course Target Audience
Target Audience Description
Mandatory Course all City employees must complete
Required Course required by an employee’s position or role
Elective Course an employee may voluntarily complete

o Understand the Classroom-Based Training Attendance Expectations

Employees
o Complete mandatory and required training courses by the deadlines

o Customize your learning and development paths by adding

 Elective courses
 Departmental training
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 Learning & Development Standard Operating Procedure
 External learning and development courses
o Track your completion of mandatory, required, and elective courses

o Routinely review and update your learning and development path

o Create training action plans to help implement the training

Supervisory Personnel
o Ensure employees complete mandatory and required training courses by
the deadlines

o Identify available learning and development courses for employees/teams

o Partner with employees to create, review, discuss, and update their

learning and development paths

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 Learning & Development Standard Operating Procedure
Learning and Development Paths
Employees
Title Target Audience Length of Training Completion Date
Mandatory Courses for Employees
CitySTART Employee Mandatory course for Two ½ days 30 days from hire date
Orientation all new City Day 1 – 4.75 hours
employees Day 2 – 4 hours

Fewer hours for part-

time employees
Code of Ethics Mandatory course for Varies As assigned
Refresher Training all City employees
(Odd # Years- 2017,
2019…)
Harassment Mandatory course for Varies As assigned
Prevention Refresher all City employees
Training
(Even # Years- 2018,
2020…)
Required Courses for Employees
CDL Defensive Driving Required course 3 Hours As assigned
based on the
employee’s position
or role determined by
Risk Management
Confined Space Entry Required course 4 Hours As assigned
based on the
employee’s position
or role determined by
Risk Management
Emergency Required course Varies As assigned
Operations Center based on the
Call Taker Training employee’s position
or role determined by
the City’s Emergency
Manager

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
FEMA/NIMS Training Required courses Varies 6 months from date of
Federal Emergency based on the hire or promotion
Management Agency employee’s position  ICS-100
or role determined by  ICS-200
FEMA/NIMS Training the City’s Emergency  IS-700
Matrix Manager  IS-800
Defensive Driving Required course 4 Hours As assigned
based on the
employee’s position
or role determined by
Risk Management
Near-Miss Reporting Required course 1 Hour As assigned
based on the
employee’s position
or role determined by
Risk Management
Trenching and Required course 4 Hour As assigned
Shoring based on the
employee’s position
or role determined by
Risk Management

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Safety Training Required courses 1 Hour (each module) 3 months from hire
based on the date
Note: On-demand/ employee’s position
online safety training or role determined by  Accident Incident
is required every 12-24 Risk Management Investigation
months or as  Asbestos Awareness
otherwise directed by  Back Injury
Risk Management. Prevention
 Bloodborne
Pathogens Safety
 Building Evacuation
& Emergencies
 Compressed Gas
Safety
 Electrical Safety
 Fall Protection
 General First Aid
Part 1
 General First Aid
Part 2
 General Office
Ergonomics
 Hand & Power Tool
Safety
 Hazard
Communication
 Laboratory Safety
 Lock Out/Tag Out
 Machine Guarding
 Office Safety
 Personal Protective
Equipment
 Respirator
Protection
 Slips, Trips. & Falls
Prevention

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Welcome to the City – Required course for Varies 3 months from hire
Know Your Learning new City employees date
and Development (excluding Police
Opportunities Officers and Fire  CityEDGE User
Fighters) hired on or Overview Video
after January 18, 2017  Learning and
determined by HR Development SOP
 Customer Service
online training
Elective Courses for Employees
7 Habits of Highly Elective course 20 Hours
Effective People® available for all
employees (of any Five 4-hour days; one
level) day per week

Example:
5 consecutive
Tuesdays
21st Centrury Time Elective course 3 hours
Management available for all
employees (of any
level)
Active Shooter Elective course
Training available for all
employees (of any
level)
Business Writing Elective course 3.5 Hours
Made Easy available for all
employees (of any
level)
CityG.R.E.A.T. Elective course 4 Hours
Customer Service available for all
employees (of any
level
Communicating for Elective course 4 Hours
Results available for all
employees (of any
level)

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Creating a Positive Elective course 3 Hours
Workplace available for all
employees (of any
level)
Effective Elective course 4 Hours
Meetings…Making available for all
Meetings Work employees (of any
level)
Effective Presentation
Series

 Level 1: Effective Elective courses 12 Hours

Presentations- available for all
Enhancing Your employees (of any Two 6-hour days; one
Persuasive Skills level) day per week
Example:
2 consecutive
Tuesdays

 Level 2: Advanced Elective course 8 Hours

Presentation available for all
Skills- Managing employees (of any Two 4-hour days; one
Your Audience level) day per week
Example:
2 consecutive
Tuesdays
Embracing Innovation Elective course 8 Hours
and Change available for all
employees (of any Two 4-hour days; one
level) day per week
Example:
2 consecutive
Thursdays
Emotional Elective course 4 Hours
Intelligence For available for all
Employees employees (of any
level)
Generations in the Elective course 4 Hours
Workplace available for all
employees (of any
level)
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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Project Management: Elective course 12 Hours
From Planning to available for all
Managing employees (of any Two 6-hour days; one
level) day per week

Example:
2 consecutive
Thursday’s
Promote Yourself Elective course 12 Hours
First available for all
employees (of any Three 4-hour days;
level) one day per week

Example:
3 consecutive
Tuesdays
Resolving Conflict Elective course 4.0 Hours
with Peers available for all
employees (of any
level)
Sharpening Your Elective course for Varies
Workplace Skills employees needing to
Program: High School earn their High School
Diploma/GED Study Diploma/GED

Please contact Human

Resources for details
Software Training Elective course Varies  Computer Basics
available for all  Excel
You have options: employees (of any  PowerPoint
 On-demand/ level)  Word
online training  Publisher
 Free classroom-
based training
offered by the
Mandel Public
Library
Check Training
Schedule

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Supervisor’s Elective course 30 Hours
Apprenticeship® available for all
Program employees (of any Six 4-hour days; one
level) day per week; plus
outside assignments

Example:
6 consecutive
Wednesdays
The Grammar Game Elective course 3.5 Hours
available for all
employees (of any
level)
Understanding Elective course 3 Hours
Personality Styles in available for all
the Workplace employees (of any
level)

Tip: Add additional courses:

 Your departmental and/or external learning and development courses

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 Learning & Development Standard Operating Procedure
Supervisors and Managers

Title Target Audience Length of Training Completion Date

Required Courses for Supervisors and Managers

CityCOACH: First-line supervisors 4 Hours (each session) 12 months from
Supervisory Support completing assignment date
CitySMART Leadership  Leadership
Training Style
 Personal
Power and
Influence
 Motivation
 Teamwork
CitySMART Required course for 48 Hours 7 months from hire or
Leadership Training all newly promotion date
hired/promoted Six 8-hour days; one
supervisors and day per week
managers determined
by HR Example:
6 consecutive
Tuesdays
Confined Space Entry Required course 2 Hours As assigned
for Supervisors based on the
employee’s position
or role determined by
Risk Management
FEMA Training Required course for Varies Prerequities:
(Federal Emergency all supervisors and  ICS-100
Management Agency) managers determined  ICS-200
by the City’s  IS-700
FEMA/NIMS Training
Emergency Manager  IS-800
Matrix
ICS-300 - 18 months
from assignment

ICS-400 – 12 months
after completing
ICS-300
Managing and Editing Required course 3 Hours 1 month from
Time Cards based on position or assignment
role determined by HR
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 Learning & Development Standard Operating Procedure

Title Target Audience Length of Training Completion Date

Elective Courses for Supervisors and Managers

7 Habits of Highly Elective course 20 Hours
Effective People® available for all
employees (of any Five 4-hour days; one
level) day per week

Example:
5 consecutive
Tuesdays
Leading Innovation Elective course for all 8 Hours
and Change supervisors and
managers Two 4-hour days; one
day per week

Example:
2 consecutive
Tuesdays
Team Building: The Elective course for all 3.5 Hours
Key to Success in the supervisors and
Workplace managers
The Art of Effective Elective course for all 3.5 Hours
Delegation supervisors and
managers
The Manager’s Elective course for all 25 Hours
Journey supervisors and
managers after Six 4-hour days; one
completing day per week; plus
CitySMART Leadership outside assignments
Training
Example:
6 consecutive
Tuesdays
Tip: Add additional courses:
 Your departmental and/or external learning and development courses
 Elective courses from the Employee’s section

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 Learning & Development Standard Operating Procedure
Senior Leaders
 Employees covered by the Management Incentive Program I
o Department Directors
o Assistant City Administrator
o Deputy City Administrator
o City Administrator
o Mayor
 Employees covered by the Management Incentive Program II
o Division Managers
o Assistant Department Directors
Title Target Audience Length of Training Completion Date
Required Courses for Senior Leaders
CitySMART Required course all 48 Hours 7 months from hire or
Leadership Training newly hired/ promotion date
promoted division Six 8-hour days; one
managers and day per week
assistant department
directors determined Example:
by HR 6 consecutive
Tuesdays
CitySMART Required course all 24 Hours 7 months from hire or
Leadership Training newly hired/ promotion date
for Directors and City promoted directors Three 8-hour days;
Administrators and city one day per week
administrators
determined by HR Example:
3 consecutive
Tuesdays
FEMA Training Required courses Prerequities:
(Federal Emergency based on position or  ICS-100
Management Agency) role determined by  ICS-200
the City’s Emergency  IS-700
Manager  IS-800
FEMA/NIMS Training
Matrix ICS-300 - 18 months
from assignment

ICS-400 – 12 months
after completing
ICS- 300

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Managing and Editing Required course 3 Hours 1 month from
Time Cards based on the senior assignment
leader’s position or
role determined by HR
Elective Courses for Senior Leaders
7 Habits of Highly Elective course 20 Hours
Effective People® available for all
employees (of any Five 4-hour days; one
level) day per week

Example:
5 consecutive
Tuesdays
Leading Innovation Elective course for all 8 Hours
and Change senior leaders
Two 4-hour days; one
day per week

Example:
2 consecutive
Tuesdays
Team Building: The Elective course for all 3.5 Hours
Key to Success in the supervisors and
Workplace managers
The Art of Effective Elective course for all 3.5 Hours
Delegation senior leaders
The Manager’s Elective course for all 25 Hours
Journey senior leaders
Six 4-hour days; one
day per week; plus
outside assignments

Example:
6 consecutive
Tuesdays

Tip: Add additional courses:

 Your departmental and/or external learning and development courses
 Elective courses from the Employees’ section

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 Learning & Development Standard Operating Procedure
Career Development Services
Courses Recommended for Employees Exploring Career Options within the City
Employees are encouraged to schedule individual career development appointments
with Human Resources:
o Alisha Singh, Training and Development Specialist, 561.494.1010
o Mike Russell, Talent Development Officer, 561.494.1009

Title Target Audience Length of Training Completion Date

Elective Training for Employees
7 Habits of Highly Elective course 20 Hours
Effective People® available for all
employees (of any Five 4-hour days; one
level) day per week

Example:
5 consecutive Tuesdays
Communicating for Elective course 4 Hours
Results available for all
employees (of any
level)
Creating a Positive Elective course 4 Hours
Workplace available for all
employees (of any
level)
Embracing Innovation Elective course 8 Hours
and Change available for all
employees (of any Two 4-hour days; one
level) day per week
Example:
2 consecutive
Thursdays
Generations in the Elective course 4 Hours
Workplace available for all
employees (of any
level)

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Promote Yourself First Elective course 12 Hours
available for all
employees (of any Three 4-hour days; one
level) day per week

Example:
3 consecutive Tuesdays
Sharpening Your Elective course for 1.5 hours per week
Workplace Skills employees needing to
Program: High School earn their High School
Diploma/GED Study Diploma/GED

Please contact Human

Resources for details
Software Training Elective course Varies  Computer Basics
available for all  Excel
You have options: employees (of any  PowerPoint
 On-demand/ online level)  Word
training  Publisher
 Free classroom-
based training
offered by the
Mandel Public
Library
Check Training
Schedule
Understanding Elective course 3 Hours
Personality Styles in available for all
the Workplace employees (of any
level)

Tip: Add additional courses:

 Your departmental and/or external learning and development courses
 Elective courses from the Employees’ section

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 Learning & Development Standard Operating Procedure
Aspiring Leaders
Courses Recommended for Employees Seeking Advancement to a Supervisory Position

Title Target Audience Length of Training Completion Date

Elective Courses for Employees
7 Habits of Highly Elective course 20 Hours
Effective People® available for all
employees (of any Five 4-hour days; one
level) day per week

Example:
5 consecutive Tuesdays
21st Century Time Elective course 3 Hours
Management available for all
employees (of any
level)
Business Writing Made Elective course 3.5 Hours
Easy available for all
employees (of any
level)
Creating a Positive Elective course
Workplace available for all
employees (of any
level)
Effective Presentations
Series
 Level 1: Effective Elective course 12 Hours
Presentations - available for all
Enhancing Your employees (of any Two 6-hour days; one
Persuasive Skills level) day per week

Example:
2 consecutive Tuesdays

 Level 2: 8 Hours
Advanced Elective course
Presentation available for all Two 4-hour days; one
Skills - Managing employees (of any day per week
Your Audience level)
Example:
2 consecutive Tuesdays

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Emotional Intelligence Elective course 4 Hours
For Employees available for all
employees (of any
level)
Project Management: Elective course 12 Hours
From Planning to available for all
Managing employees (of any Two 6-hour days; one
level) day per week

Example:
2 consecutive
Thursday’s
Promote Yourself First Elective course 12 Hours
available for all
employees (of any Three 4-hour days; one
level) day per week

Example:
3 consecutive Tuesdays
Resolving Conflict with Elective course 4.0 Hours
Peers available for all
employees (of any
level)
Embracing Innovation Elective course 8 Hours
and Change available for all
employees (of any Two 4-hour days; one
level) day per week
Example:
2 consecutive
Thursdays
Sharpening Your Elective course for 1.5 hours per week
Workplace Skills employees needing to
Program: High School earn their High School
Diploma/GED Study Diploma/GED

Please contact Human

Resources for details
Supervisor’s Elective course
Apprenticeship® available for all
Program employees (of any
level)

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 Learning & Development Standard Operating Procedure
Title Target Audience Length of Training Completion Date
Software Training Elective course Varies  Computer Basics
available for all  Excel
You have options: employees (of any  PowerPoint
 On-demand/ online level)  Word
training  Publisher
 Free classroom-
based training
offered by the
Mandel Public
Library
Check Training
Schedule
The Grammar Game Elective course 3.5 Hours
available for all
employees (of any
level)
Understanding Elective course 3 Hours
Personality Styles in available for all
the Workplace employees (of any
level)

Tip: Add additional courses:

 Your departmental and/or external learning and development courses
 Elective courses from the Employees’ section

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 Learning & Development Standard Operating Procedure
Classroom-Based Training Attendance Expectations
Attending Classroom-Based Training
Employees attending classroom-based training are expected to clear their calendars of
all appointments during the hours of the training. Since attendance at training is
considered work time, employees attending training are expected to arrive on time
and return from any breaks at the announced time. Employees are expected to remain
in class until dismissed by the trainer.

Training 500 Mile Rule

This rule means no one should be interrupted during training unless the work issue is
of such importance that if the employee were in Atlanta, he/she would be expected to
take the next flight back to deal with the issue.
 Supervisors and co-workers should be reminded of this rule
 Duties and responsibilities should be delegated or covered by someone else
while the employee attends training

Cell Phone/Electronic Devices

Employees are expected to adhere to the following while attending training:
 Turn off (or mute/silence) all cell phones and electronic devices
 Refrain from texting and/or emailing

Classroom-Based Training Cancellation Policy

Human Resources is proud to offer employees a large variety of learning and
development opportunities. Examples of these opportunities include both on-
demand/online training courses and classroom-based training.

Since these opportunities are offered free to employees, classroom-based training

enrollment counts are closely monitored to ensure the City is providing the most cost
effective and efficient learning and development opportunities. When Human
Resources has knowledge of classroom-based training with a low enrollment count at
least six (6) or more business days prior to the training, the training can be cancelled
and the City will not incur fees associated with outside facilitators/trainers. A low
enrollment count is determined when the number of enrolled employees is below 70%
of the maximum enrollment capacity.

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 Learning & Development Standard Operating Procedure
The City understands a scheduling conflict may arise preventing an employee from
attending or completing a classroom-based training as scheduled. Should this occur, it
is important the employee and supervisor follow the below cancellation process.

Training No Show/Incomplete
The following action will apply in the event an employee is unable to attend or
complete classroom-based training and the below enrollment process is not followed:
 Employee’s CityEDGE training record will be coded as “Training No
Show/Incomplete”

Employee/Supervisor Classroom-Based Training Cancellation Process

 Seven (7) or more business days prior to the start of the training:
 Employee:
1. Logon to CityEDGE.wpb.org
2. Click Events
3. Click My Enrolled Events
4. Click on the training
5. Click the Unenroll button
 Six (6) or less business days prior to the start of the training:
 Employee’s Supervisor:
1. Email [email protected]
2. Provide the following information:
 Name and date of the training class
 Name of the enrolled employee who is unable to attend the training
 Name of the substitute employee who will attend the training in
place of the original employee

Human Resources’ Classroom-Based Training Cancellation Process

It is our intent to avoid cancellation or rescheduling of any training. However,
circumstances occasionally require us to cancel or reschedule training. In the event
training is rescheduled or cancelled, an email notification will be sent to the enrolled
employees and copied to their supervisors.

Below are examples when training could be cancelled or rescheduled:

 Class enrollment has a low enrollment count
o Below 70% of the maximum enrollment capacity

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 Learning & Development Standard Operating Procedure
 Scheduling conflicts
 Emergencies

Learning and Development Partners

Human Resources established the Learning and Development Partners group as a
means to enhance communication and support regarding the City’s learning and
development opportunities. To identify your department’s partner, please review the
Learning and Development Partners Roster.

Group Member Roles

 Represent various levels: frontline employee, supervisory, or management
 Effective communicator (orally and in writing)
 Respected by colleagues
 Consists of one or more members per department based on size and need

Group Member Expectations

 Provide feedback to enhance training
 Recommend new courses to implement
 Assist in advertising training to their groups
 Support users to use the software (if needed)
 Monitor/track their group’s mandatory/required training (as requested by
management)
 Generate departmental training reports (as requested by management)
 Monitor/track their groups’ external training (as requested by management)
 Attend quarterly meetings (1-2 hours in length)
 Maintain participation for 2 years (staggered membership)

Internal Trainer Certification

A City employee may be certified by Human Resources as an internal Trainer. An
internal Trainer will qualify to instruct a specific training course by one of the following:
 Option 1
o Completing train-the-trainer for a specific course
 Option 2
o Completing a four-step training qualification process
1) Successfully complete the Effective Presentation Skills Training
2) Successfully complete the course as a participant

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 Learning & Development Standard Operating Procedure
3) Attend the course as an “instructor-in-training” with a copy of the
instructor’s guide
4) Conduct or co-facilitate the course with a qualified trainer
present to provide feedback

Transfer of Learning
Supervisor’s Role Before Training

Conduct a Performance Needs Analysis

Conducting a performance needs analysis is an important step in enabling supervisors
to fully understand the nature of the performance needs of their work unit. Although
training is a popular intervention tool for improving job performance, other tools might
be more appropriate. Before you embark on a training intervention, be sure that
training is the right solution.

Supervisors should ask themselves the following during a performance needs analysis:
 What is the desired performance?
 Is there a gap between what the employee is actually doing and what they
should be doing?
 Do I understand the root causes of this gap?
 Is training the right solution to improve job performance?

Selecting Employees to Attend Training

Selecting the appropriate employees for training is an important part of ensuring the
effectiveness of a training intervention. Participate in the selection as much as possible
and involve employees by discussing who should attend and why.

As you think about whom to send for training, consider the following:
 Who will benefit most from the training?
 Which employees are most motivated to learn?
 Which employees have the prerequisite skills required for the course?
 Who is in the best position to share the training information with others?
 Who will be implementing the newly acquired knowledge and skills?
 Which management and support staff will also be involved in the
implementation of newly acquired knowledge and skills?
o Include these staff in the training selection process if you feel that support
will be needed in order to introduce new services
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 Which two or more employees would make a good team to introduce a new
process or concept?
o Sending employees from different teams may be helpful

Model the Training

Supervisors who are aware of the content of the training can model desired behaviors,
better explain post-training expectations to staff and reinforce desired behaviors after
training.

Awareness of the content of training can come from any of the following:
 Reviewing the course materials
 Observing or participating in parts of the training
 Communicating with the trainer

Such interaction between supervisors and trainers allows employees to see that their
supervisors are committed to the learning intervention and interested in the entire
process. Communicating with the trainers also provides an opportunity for supervisors
to make sure that the trainers understand the performance need. Working with the
trainers, you can determine what will maximize the training for the employees.

Support and Encourage

Once supervisors decide who will attend the training, it is important to provide those
employees with the support they need.

Below are examples of support employees need:

 Assist employees with arrangements for the course.
o Make sure all arrangements are made in a timely manner. Support
employees in this process by assigning staff to assist them. If they rely on
financial support from your work unit for travel, lodging, or course fees
and materials, provide funding promptly.
 Reassign each employee's workload during their training.
o Allow employees attending training to focus solely on training by
delegating their tasks to co-workers. Remind the employees co-workers
you expect their support and cooperation and to honor the Training 500
Mile Rule.
 Lighten the employee’s workload for a period of time.

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o Make plans to lighten the employee's workload for a period after training
to ensure that he or she will have the time and energy to share new
knowledge and skills with others and to implement changes documented
in the action plan.
 Reassure employees of your support.
o Assure employees you will give them time to become proficient in their
new skills.
 Encourage employees to include post-training debriefings with co-workers on
their action plans so they can share what they learn.
o Offer to help by organizing staff meetings and assisting with the
distribution of training information and job aids.

Help Employees Create a Preliminary Learning and Development Action Plan

Learning and Development Action Plan

Supervisors can help employees understand how their new knowledge and skills
contribute to the goal of improving productivity by working with the employees to
develop action plans. Discussing the action plans gives both supervisors and
employees a chance to clarify expectations related to the training. Generally,
employees will further refine their action plans with the help of a trainer. Supervisors
can then complete the action plans with the employees after the training.

Follow the below guidelines when partnering with employees to create action plans
prior to the training:
 Ask the employees what they hope to get out of the training
 Identify and share with them your specific expectations
 Explain precisely what you expect they will be able to do for your work unit with
their new knowledge and skills
 Ask the employees to write your and their own expectations to implement from
the training on their action plan
 Remind employees to take the action plans with them to the training
 Encourage employees to update the action plans while they are participating in
training
o They may learn something new and add it to their action plans
o They may need to modify their action plans based on what they learn
during the training

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 Inform employees they will meet with you after the training to discuss what they
learned and review their action plans

Plan to Debrief the Training

Schedule a meeting with employees soon after the training to discuss what they
learned and plan to implement on the job. Allow a few days for the employees to
prepare their notes and organize their thoughts prior to this meeting. During team
meetings, invite employees to talk about why they learned and plan to implement.

Supervisor’s Role During Training

Protect Employees from Interruptions

Remember, the Training 500 Mile Rule is active while your employees attend training.
Supervisors have an important role in guarding the employees’ time by not allowing
others to interrupt or take employees away from training activities. Be prepared to
limit your demands on employees during the training period. Missed sessions create
learning gaps that decrease the training's positive impact and affect performance. By
your actions, you can communicate that training is a priority and that mastering the
new knowledge and skills is essential.

Participate in or Observe Training

Discuss with trainers what part(s) would be most helpful or appropriate for you to
attend (e.g., sessions that include problem-solving discussions concerning
implementation of new knowledge and skills at the work site). When practical,
attending the training demonstrates your support of the trainers as well as the
employees.

Supervisor’s Role After Training

Debrief the Training

Meet with employees as soon as possible after the training to discuss what they
learned and to review their action plans.

Follow the below guidelines when reviewing employees’ action plans after the training:
 Thank them for attending the training
 Ask the employees about their training experience
 Ask the employees what changes they made to their action plan during the
training
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 Review the employees’ action plans and the training material
 Allow the employees to discuss what they will implement from the training and
the expected implementation dates
 Discuss opportunities for employees to share what they learned with other
employees during meetings or in small groups
 Remind the employees you will provide time to practice what they learned from
the training

Conducting a post-training debriefing provides an excellent opportunity to update all

staff and discuss how the transfer of learning will improve service delivery at the work
site. It is critical that your staff understands the reasons for any new changes to
services or procedures and knows how to implement them. This is an appropriate time
for you to voice your support for the change process and the newly acquired
knowledge and skills.

Provide Resources to Practice

It is critical for employees to have opportunities to practice what they learned during
training.

Follow the below guidelines when providing resources to practice:

 Ask the employees what you can do to support them
 Provide time and space for employees to practice
 If employees will be introducing a new procedure or service at the work site, you
may need to procure additional supplies and possibly new equipment
 Follow up with the employees to offer support and encouragement

Monitor Progress of the Learning and Development Action Plans

Supervisors, trainers, and employees have invested time and energy in creating action
plans. Now is the time for those efforts to pay off. Meet with the employees to review
together the current action plans and make sure that you are in agreement regarding
expectations and how and when they will be met.

Supervisors and employees can use action plans as a monitoring tool to gauge
progress, identify problems, and work on solutions. Routine supervisory meetings are a
great time to provide constructive feedback and check employees' progress toward
mastering and using their new skills, as well as to ask what more you can do as their
supervisor to support the transfer of learning. When necessary, action plans should be
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revised to correspond with changing needs at the work site. Using action plans can also
help to identify feedback for trainers or work unit managers about problems and
solutions that only they can address.

Be a Coach and Role Model — Provide Encouragement and Feedback

Encourage and, when possible, coach employees as they incorporate new knowledge
and skills into their work. A coach must be able to demonstrate the skill, observe and
give feedback, and monitor performance against a standard. If you cannot coach the
employees, identify someone with appropriate expertise to provide coaching. Even
though you may not be able to coach employees in a particular skill, you can still
provide encouragement to help them build their self-confidence and realize their full
potential as they master new skills. Encouragement and coaching are very important
to the transfer of learning.

Follow the below guidelines when providing encouragement and feedback:

 Give frequent reinforcement and immediate feedback to employees as they
try out new skills.
o Voice your support as you observe employees properly implementing
newly acquired knowledge and skills by giving immediate positive
feedback: "Nice job, Sam, I'm glad to see you preparing those invoices for
processing according to the process you learned."
 Use mistakes as learning opportunities.
o Remember, we are all human and make mistakes. When employees make
mistakes while practicing a skill, provide one-on-one, constructive
feedback with the employee in a tactful and appropriate manner.
Constructive Feedback Job Aid
 Coach employees as they try new skills.
o When employees begin practicing skills that are difficult or involve many
steps, their skill levels will likely vary — some employees may still be
novices while others may be closer to mastery. Offer to assist employees
in a manner that is appropriate to the degree of progress they have made
toward mastering the particular skill. When providing guidance,
remember to always point out something that the employees is doing well
before you offer suggestions for improvements or ask what the employee
perceives he or she is doing well. Often employees can make appropriate
suggestions for self-improvement when given the opportunity to reflect
on their performance.
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 Model new skills or behaviors in your work.
o To show that you support the changes that employees are implementing,
adopt new behaviors along with the employees and their co-workers.
Don't expect your staff to make changes if you don't model changes as
well.

Continue to Monitor Progress of the Learning and Development Action Plans

Plan regular follow-up meetings to review their action plans and provide feedback so
they know how they are doing.

Stay in Contact with Trainers

Maintain contact with trainers so that you can provide feedback about which aspects
of the training were most effective. In addition, you may receive information about
how best to facilitate transfer of specific knowledge and skills and provide feedback to
the trainers. The interactions with trainers also serve as your direct contact with the
training team, thus providing you with an opportunity to share your ideas regarding
other training needs.

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Course Descriptions and Learning Objectives for Classroom-Based Training
Employees

7 Habits of Highly Effective People®

7 Habits of Highly Effective People® is the proven personal-leadership system Based on
timeless principles of effectiveness. It is an established framework for building winning
cultures. Stephen R. Covey, author of 7 Habits of Highly Effective People, showed that
there is a path that leads to personal and interpersonal effectiveness. We call it the
Maturity Continuum. Each of us moves from dependence to independence (Habits 1–
3), and from independence to interdependence (Habits 4–6) as we learn to lead and
manage ourselves and work effectively with others. To sustain effectiveness we also
need to continually renew (Habit 7).
 Focus and act on what can be controlled and influenced, instead of what can’t
 Define clear measures of success and create a plan to achieve them for both life
and work
 Prioritize and achieve the most important goals instead of constantly reacting to
urgencies
 Develop innovative solutions that leverage diversity and satisfy all key
stakeholders
 Collaborate more effectively with others by building high-trust relationships of
mutual benefit
This course qualifies for continuing education credits for the following certification:
 CPE: This credit is for Accountants and is given through NASBA (National
Association of State Boards of Accountancy).
 CEU: This is a general CEU credit and is given through IACET (International
Association for Continuing Education and Training).
 PDU: Credit for Project Managers awarded through PMI (Project Management
Institute).

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Before Training:
Participants will receive an “assessment e-mail” that will have a hyperlink to “Warm-
Up” materials, including the 7 Habits Assessment, which you will bring with you to the
training.
DAY TOPIC
Day 1 Paradigms and Principles of
Effectiveness
Habit 1- Be Proactive
Day 2 Habit 2-Begin with The End in Mind
Habit 3- Put First Things First
Day 3 Private victory to Public Victory
Habit 4- Think Win-Win
Day 4 Habit 5- Seek First to Understand,
Then to be Understood
Day 5 Habit 6- Synergize
Habit 7- Sharpen The Saw

21st Century Time Management

Where does the time go? While we work hard, there never seems to be enough time
to manage assignments, projects, meeting schedules, etc. While it is impossible to add
more time to the clock, it is possible to make the most use of the time we have to
increase our productivity. This training provides practical information and practice
using tools to effectively manage your time.
 Identify the two types of time management systems that work
 Prioritize tasks using the ABC method
 Write S.M.A.R.T. goals
 Schedule work using the four quadrants

Active Shooter
The Department of Homeland Security defines the Active Shooter as "an individual
actively engaged in killing or attempting to kill people in a confined and populated
area; in most cases, active shooters use firearm[s] and there is no pattern or method to

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their selection of victims." All employees can help prevent and prepare for potential
active shooter situations.
 Explain what an active shooter is and active threat profiles
 Prepare for active shooter situations, and how you will respond
 Assess options for dealing with an active shooter or threat
 Adopt the survival mindset during times of active shooter situations
 Review recommendations for interacting with first responders during active
shooter situations

Business Writing Made Easy

Few people accept a position because it gives them an opportunity to write…and most
people quickly learn that their position requires more writing than they imagined! Too
often, writing takes too long and the messages created don’t result in the desired
outcome. There are simple steps that can turn this situation around. By following an
easy-to-use method, your thoughts will transition to words that get to the point and
tell your reader what they need to know. The more clearly and effectively you express
yourself in writing, the more productive you will be!
 Clarify your purpose for writing
 Plan a writing strategy to have your key message understood
 Organize content based on your purpose
 Edit your message for clarity and effectiveness

CDL Defensive Driving

Commercial Driver’s License (CDL) defensive driving provides CDL operators’ key
understandings, skills and techniques to avoid collisions, reduce traffic violations and
change driver behaviors and attitudes. Drivers will learn the difference between the
following: Reckless driving, distracted driving, road rage, fatigue, right of way, using
and changing lanes, negotiating curves, making turns, crossing intersections, passing,
driving in reduced visibility, and pedestrian traffic. Upon completion of the course
drivers will have a better understanding of defensive driving.
 Recognize potential hazards
 Learn coping techniques for dealing with hazardous traffic conditions

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City G.R.E.A.T. Customer Service Experience
In the private sector, customer service is a primary factor. Consumers can take their
business elsewhere when they are not satisfied with the customer service they
received. Public sectors often have a monopoly on the services they provide and
consumers can’t really shop around or take their business elsewhere. Citizens are not
forced, however, to tolerate bad customer service. In this training participants will
learn how to use the City’s G.R.E.A.T. concept to provide excellent customer service.
 Who are our customers?
o Know our internal/external customers
 Assess your communication style
o Demonstrate effective techniques for active listening
 Interacting with customers
o Face to face
o Telephone
o E-mail
o Regular mail
 Learn conflict resolution tips
o List six words or phrases to avoid when interacting with customers

CitySTART Employee Orientation

The City “rolls out the red carpet” for our new employees.

CitySTART Employee Orientation Day 1 is mandatory training for all new employees
and some rehires. A dynamic set of presenters will introduce new employees to
pertinent City information and policies.
New employees will learn the City’s:
 Vision and Mission statements
 Expectations of employees (Ethics, time and attendance, etc.)
 Payroll/direct deposit process
 Safety procedures
 Policy information (Computer, Employee Assistance, Equal Employment
Opportunity, Substance Abuse, Violence Free Workplace, etc.)

CitySTART Employee Orientation Day 2 is a mandatory training for all new employees
and rehires earning benefits. The HR team will provide information regarding learning
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and development opportunities, time off, and the comprehensive fringe benefits the
City offers. In addition, employees will have the opportunity to select and enroll in
their medical and dental plans.
 How to locate, enroll, complete, and track their learning and development
opportunities
 Eligibility to use vacation and sick leave
 How to enroll and view their benefits (dental, health, vision, retirement, etc.)

Code of Ethics Refresher Training

All municipalities in Palm Beach County are under the same code of ethics and must
provide refresher training. The City has adopted an internal practice of providing the
ethics refresher training every other year; 2017, 2019, 2021…

The Code of Ethics

 Conflicts of interest
 Gift law
 Miscellaneous provisions
 Complaint process

Communicating for Results

 New course being developed; more details coming soon!

Confined Space Entry

During the course of employment, you may be exposed to the hazards associated with
confined space operations. This course provides awareness level training for activities
related to confined space entry.
 Recognize a confined space
 Recognize hazards associated with confined space entry work
 Understand the respective roles and responsibilities of authorized entrants,
attendants, entry supervisor, and rescue personnel
 Understand the elements of a confined and permit confined space.

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 Understand the equipment selection, calibration, use, and maintenance of
specialized equipment and instrumentation necessary to identify and work
within confined spaces
 Understand the City’s procedure regarding confined and permit confined space
entry

Creating a Positive Workplace

One bad attitude, like one bad apple, can infect an entire team. Employees will learn
to identify the seven most common attitude virus carriers and how to inoculate
themselves and the organization against them. Employees will benefit by learning to
take responsibility for their own attitudes and success, plus, underlying causes for
unproductive attitudes will be resolved and fewer personal problems will affect work.
These better attitudes will positively impact team results and the efficiency.
 Understand the consequence of a negative attitude in the workplace
 Cure the seven common attitude virus carriers
 Correct an attitude problem in self and others

Defensive Driving
Defensive Driving provides key understanding, skills, and techniques to avoid collisions,
reduce traffic violations, and change driver behaviors and attitudes.
 Recognize potential hazards
 Learn coping techniques for dealing with hazardous traffic conditions

Effective Meetings…Making Meetings Work

Have you ever attended an unengaging, ineffective, and unproductive meeting? Don’t
be the next host of a bad meeting! This training is intended to clarify what conditions
and environment lead to effective and productive meetings.
 Explore the purpose of meetings
 Follow the meeting model
 Develop meeting agendas
 Solicit feedback to improve meetings
 Create an action plan for your continued professional development
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Effective Presentations
Effective Presentations - Enhancing Your Persuasive Skills
This training is designed to immediately improve your confidence and focus when you
present to one person or a group. Even the most experienced professionals fail to
communicate their message when they fail to tie their purpose to their audience’s
needs. Focusing on this purpose through the eyes of your audiences is an integral part
of this training. This interactive training reinforces what you are doing correctly and
creates a climate for feedback in areas that can be enhanced.

To achieve maximum results, this training requires you to present in front of the class
while being video recorded. The benefit of the recording will allow you to view your
video outside the training to improve your presentation skills. Fear not...you will be
the only employee with a copy of your video!
 Enhance your presentation skills by analyzing your present skills
 Create a presentation that is focused on the audience
 Organize your presentation to meet your audience’s needs
 Support your message with the appropriate audiovisual elements
 Improve persuasiveness by closing appropriately
 Anticipate and prepare for your audience’s questions

Advanced Presentation Skills - Managing Your Audience

Prerequisite – You must complete the Effective Presentations - Enhancing Your
Persuasive Skills training prior to registering for this course.

This course builds upon your Effective Presentations training and focuses on managing
your audience.

To achieve maximum results, this training requires you to present in front of the class
while being video recorded. The benefit of the recording will allow you to view your
video outside the training to improve your presentation skills. Fear not...you will be
the only employee with a copy of your video!
 Review best practices
 Know your audience

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 Prepare for questions
 Practice your presentation skills

Embracing Innovation and Change

Employees know how things work and what is broken. Daily challenges result in ideas
for changes that satisfy customer needs in innovative ways. Yet, change isn’t easy for
anyone.

During Day 1, gain insight into the process of accepting and executing change. Learn
techniques for increasing the chances that constructive suggestions will be heard and
implemented.
 Analyze your reaction to a current change in your department.
 Describe the stages of the change acceptance process.
 Recognize benefits of becoming a resilient change agent.
 Evaluate methods for promoting your suggestions.
 Generate a list of ideas for improvement of work processes in your department.
During Day 2, experiment with practical tools for solving problems and making
decisions that turn ideas into action.
 Explain how small ideas can add up to major improvements.
 Practice techniques for generating creative ideas.
 Use a four-step process for solving problems.
 Make a criteria-based decision.
 Identify opportunities to use skills acquired in this course to increase both
customer and employee satisfaction.
 Prepare to present an improvement idea to your supervisor

Emergency Operations Center Call Taker Training

The mission of the City is to serve and protect our community, and a major component
of this is to ensure emergency/disaster plans are in place and regularly reviewed. You
play a vital role in the City’s emergency management plan, Call Taker.

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When the Mayor declares a state of emergency, the City activates our Emergency
Operations Center. The role of a Call Taker is to answer in-coming calls from our
citizens and provide needed information in a calm and professional manner.
 Understand your role as a Call Taker
 Learn to navigate WebEOC
 Input caller information into WebEOC

Emotional Intelligence for Employees

Research shows that emotional intelligence (EI) accounts for over 80% of success in
our professional and personal lives. High EI is directly linked to job satisfaction and
greater recognition for a job well done. The good news is that self-management and
relationship skills can be learned. Participants in this course practice techniques for
managing emotions, responding empathetically to others, and getting results when
asserting needs and requests.

 Recognize how thoughts, emotions, and behavior are connected

 Analyze the meaning of nonverbal behavior
 Explain four skill sets required for high emotional intelligence
 Practice applying the four skill sets
 Assess current levels of emotional intelligence and plan for improvement

FEMA/NIMS Training
Part of the City’s overall responsibility is to be prepared to deal with emergency
situations within our community. To that end, the city has established an Emergency
Operations Center and developed a host of processes and plans to respond to
emergency situations. These have been developed in accordance with requirements
set down by the Federal Emergency Management Agency (FEMA). FEMA, in turn, has
created what’s known as the National Incident Management System (NIMS) to
standardize how emergency operations are conducted.

Developed by the Department of Homeland Security, NIMS establishes a uniform set of

processes and procedures all levels of government use to conduct response
operations. Any jurisdiction, including the City, seeking federal Homeland Security
grant money must demonstrate it is NIMS compliant.
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For more information, please review the FEMA/NIMS Training User Guide.

Generations in the Workplace

 New course being developed; more details coming soon!

Harassment Prevention Training

The City has adopted an internal practice of providing this refresher training every
other year; 2017, 2019, 2021…

Mental Health First Aid®

Mental Health First Aid is the initial help offered to a person developing a mental
health or substance use problem, or experiencing a mental health crisis. The first aid is
given until appropriate treatment and support are received or until the crisis resolves.
 Identify risk factors and warning signs of mental health and substance use
problems
 Identify signs and symptoms of depression, anxiety, trauma, psychosis and
substance use
 Implement a 5-step action plan to help someone who is developing a mental
health problem or in crisis
 Identify available evidence-based professional, peer and self-help resources

Near-Miss Reporting
Near-Miss ("close call" or “narrow escape”) is an unplanned event that did not result in
injury, illness, or damage – but had the potential to do so. Only a fortunate break in the
chain of events prevented an injury, fatality or damage; in other words, a miss that was
nonetheless very near.

Recognizing and reporting near miss incidents can significantly improve employee
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safety and enhance the City's safety culture. Near-Miss reporting provides employees
with the understanding, skills and techniques to be able to tell the difference between
a near-miss, accident, incident, etc. You will learn the importance of reporting near-
misses and the potential benefits this provides. We will also cover the statistics as they
relate to near-miss reporting and the benefits of having a near-miss program in place.

Project Management - From Planning to Managing

Managing a project is easy, right? The answer to this question can be “yes” if the
person leading the project is qualified. Unfortunately, many project managers are not
qualified and become the “accidental project manager.” This is someone who is given
a project to manage because they had previous success working on projects as a team
member. Typically, this person does not receive training to successfully perform in
their new role, project manager.

So what is the role of a project manager? A successful project manager keeps team
members on task, makes sure projects stays on course, and ensures projects finish on
time and on budget. It takes skill to manage projects, and this course provides the
necessary training to build your project management skills.

Day 1 of 2 – Planning
 Define project management
 Planning elements
 Creating SMART goals
 Determining tasks and sequencing

Day 2 of 2 - Managing
 Evaluating and adjusting concepts
 Resolving conflicts – people and resources
 Tracking progress
 Wrapping up project

Promote Yourself First

You may have been taught not to brag to other people and may feel uncomfortable
focusing on yourself when applying and interviewing for City jobs. However, this is the
perfect opportunity to brag and promote yourself. You must first promote your skills,
abilities and accomplishments before you receive a promotion. This series will
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enhance your ability to promote yourself and help you compete against both internal
and external candidates for future City vacancies. This class will focus on the
employment application, resume, interviewing, and networking skills.

Week 1 of 3: Applications and Resumes

 Correctly complete the City’s employment application
 Understand how the City screens applications
 Avoid common application mistakes
 Learn tips to successfully apply for City jobs
 Understand the purpose of a resume
 Learn resume formats
 Showcase your accomplishments and more in a resume

Week 2 of 3: Networking & Interviewing

 Build confidence using strategic networking skills
 Learn networking skills
 Learn approach telephone calls
 Review Information/Referral Meetings
 Define the purpose of the interview process
 Understand the impact of both verbal and nonverbal communication
 Develop appropriate responses to interview questions

Week 3 of 3: The Interview

 Understand behavioral interviewing
 Develop a more polished interview style
 Identify areas you want to improve
 Identify your strengths

Resolving Conflict with Peers

Most employees face conflict at some point in their work experience. Interpersonal
conflict can result in stress and negatively affect an employee’s ability to perform daily
work. In addition, conflict between team members impacts overall team morale and
functioning. Employees who acquire tools for addressing and resolving conflict
experience increased job satisfaction and foster productive teamwork.
 Distinguish between functional and dysfunctional conflict
 Recognize the negative effects of conflict on teamwork
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 Analyze conflict situations and determine optimal responses
 Plan steps for peer-to-peer conflict resolution

Sharpening Your Workplace Skills Program: High School Diploma/GED Study

This program supports employees needing to earn their GED/High School Diploma. For
more information, please contact Human Resources.

Supervisor Apprenticeship® Skills for Rising Leaders

This training is a competency-based program offered to current and potential
supervisors. Typically, these employees receive minimal opportunities to develop skills
in a structured learning environment that supports and incorporates on-the-job
application, as the Apprenticeship does. By attending this program, a participant will
be prepared for his or her current position and be well positioned for advancement.
The Supervisor's Apprenticeship: Skills for Rising Leaders supports most succession
plans and is aligned with management training programs currently being offered.
 How to strategically prepare themselves for potential advancement
 Develop communication skills used to influence others
 Gain insight to the “management side” of the big picture
 Employ organizational techniques for self and others
 Increase productivity to the benefit of the organization
 Strengthen succession planning

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The Grammar Game
A fun grammar training? Yes! Instead of memorization and endless drills, participants
share knowledge, participate in discussions, and are contestants in grammar
games. During this upbeat and interactive training, we will “knock the dust” off your
recall of grammar guidelines most critical to business writing, review key
fundamentals, and get you prepared to tackle your next writing task with confidence.
 Establish baseline knowledge of core concepts of sentence structure to be able
to follow the rules of punctuation
 Determine answers to participant-generated grammatical concerns
 Define basic rules for numbers in business writing
 Distinguish between similar words for correct usage

Trenching and Shoring

This training covers the requirements in the standard for excavation and trenching
operations, provides methods for protecting employees against cave-ins, and describes
safe work practices for employees.
 Identify when shoring & trenching is and what is required for each specific job
site
 Prepare a safe work environment prior to the excavation
 Regularly inspect and evaluate hazardous conditions
 Be aware of cave-ins, falls, and falling loads
 Ensure access and egress to the excavation area
 Understand the City’s procedure regarding trenching and shoring

Understanding Personality Styles in the Workplace

For centuries, philosophers, psychologists, behaviorists, and temperament theorists
have attempted to answer this age-old question: Why do people do what they do? To
answer this question, we will use the Spectrum Temperament Development Model
during this training to help you better understand yourself and others. In addition, you
will gain an improved awareness of your own and others’ needs, strengths, and
motivators. Join us for a fun and engaging training!!
 Learn the three parts of an individual's personality

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 Identify innate strengths and challenges in yourself and others
 Motivate and improve communication with others

Supervisors and Managers

CityCOACH: Supervisory Support

The purpose of CityCOACH is to provide first-line supervisors an opportunity to
collaborate, share leadership best practices. By participating in this program, first-line
supervisors will be able to:
 Enhance relationships formed during CitySMART Leadership Training
 Integrate CitySMART content into a coherent set of leadership behaviors
 Apply new concepts to building motivated, high-performance employees
 Build stronger, more trusting relationships with individual employees
 Receive facilitator and peer-coaching on current issues and challenges

CityCOACH is comprised of four sessions, one 4-hour session per quarter. Each
CityCOACH session is themed as follows:
 Leadership Style
o Diagnose your leadership style and determine what mix of task and
relationship-oriented behaviors will get the best results in specific
situations
 Personal Power and Influence
o Learn how to leverage forms of personal power such as expertise,
information, and “referent” power to influence and inspire your
employees
 Motivation
o Evaluate tools for intrinsically motivating team members: feedback, task
significance, skill variety, and involvement in decision-making
 Teamwork
o Master methods for bringing diverse personalities, viewpoints, and
thinking styles together to solve everyday workplace problems

CitySMART Leadership Training

In today’s world, a leader doesn’t give orders and boss employees around to get the
job done. To be successful, today’s leader needs to inspire and motivate a team to

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meet organizational goals and expectations.

So what does a newly hired or a newly promoted leader need to be successful? Similar
to a team needing support from their leader to achieve greatness, a newly hired or a
newly promoted leader immediately needs support from the organization to be
successful. This support must include the opportunity to develop their skills, learn
organizational policies and procedures, and build an internal network by meeting key
players and subject matter experts.

CitySMART’s mission is to provide this timely support to newly hired and newly
promoted leaders. To accomplish this mission, CitySMART has two tracks:

 CitySMART Leadership Training

o Newly hired/promoted supervisors, managers, and assistant directors
 Understand expectations of leaders
 Learn City policies and procedures
 Practice effective leadership techniques and tools
 Enhance presentation skills through an experiential team project

 CitySMART Leadership Training for Directors and City Administrators

o Newly hired/promoted directors and city administrators
 Understand available resources to support and develop their teams
 Build an internal network
 Learn City policies and procedures

Confined Space Entry for Supervisors

Building on the Confined Space Entry, this training moves beyond awareness and
focuses on a supervisor's responsibilities.

Leading Innovation and Change

Change has changed. Increasing volume, speed, and complexity of changes requires
new leadership behaviors. Supervisors who ask for, appreciate, and act on employee
ideas play critical roles in building innovative workplaces.
During Day 1 of 2, apply five rules of engagement that inspire active employee
involvement in continuous improvement.
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 Discuss lessons learned from prior change efforts
 Apply five rules of employee engagement to build an innovative workplace
 Respond proactively to employee change resistance
 Use force-field analysis to diagnose the dynamics of a proposed change
 Create an action plan for encouraging innovation in your workgroup
During Day 2 of 2, experiment with practical tools for solving problems and making
decisions that turn ideas into action.
 Explain how small ideas can result in major improvements
 Practice techniques for generating creative ideas
 Use a four-step process for solving problems
 Make a criteria-based decision
 Identify opportunities to use skills acquired in this course to increase both
customer and employee satisfaction

Managing and Editing Time Cards

It is not only important that employees are compensated accurately, it’s the law. To
make this happen, you need to manage employees’ worked and non-worked hours, as
well as attendance issues, in an efficient and timely manner. This training supports
your ability to perform these tasks so that the data sent to payroll is accurate.
 Learn about the City’s payroll process
 Learn how to access time cards
 Recognize exceptions
 Correct issues
 Approve time cards

Team Building: The Key to Success in the Workplace

One of the main contributing factors in a successful business and harmonious work
environment is teamwork. So what is team building? Team building is a process of
awareness building. It’s helping people to understand that they are greater collectively
than individually. It is an understanding that all of our decisions will be better when
some degree of collaboration is applied. The benefits are clear: increased productivity,
improved customer service, more flexible systems, and employee empowerment. This
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program is designed for employers and employees who would like to learn about team
building and ways to implement these skills within the workplace.

The Art of Effective Delegation

The purpose of this course is to provide a clear process for supervisors to delegate
effectively to increase productivity and decrease rework. Supervisors will learn how to
select the right person for the delegated task, delegate without micromanaging, and
plan and conduct an effective delegation discussion.
 Identify opportunities to use delegation skills
 Select the right person for the task you want to delegate
 Avoid common delegation mistakes
 Plan and conduct an effective delegation discussion
 Monitor delegated tasks without micro-managing

The Manager’s Journey®

The Manager’s Journey is targeted to experienced leaders with your advanced
learning needs in mind. Through scenario-based learning, this training will enhance
your skills related to performance plans, managing time, de-escalating conflict, and
more.
 Apply the Three Guiding Principles®
 Motivate and coach employees through their career stages
 Apply effective time management techniques
 Communicate disappointing information in a positive and productive manner
 Manage expectations

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