Communications in the Workplace
Course Outline:	Course Outline: Fourth Core Requirement for Supervisory Certificate Would you like to speak confidently in front of others, manage meetings effectively, write business correspondence in a professional manner? If you think your communication skills are holding you back or if you have recently gotten a new promotion, which requires better communication skills - this course is for you! Career advancement brings new challenges and requires new skills to overcome those challenges. Enhanced communication skills are vital for success. This communications course will focus on concrete skills, which can immediately be implemented in the workplace. This class will run on Wednesdays. *Please note that the check should be made payable to MASCPA and mailed to MASCPA, 160 Roosevelt Ave., Suite 400, York PA 17401. Payment must accompany non-member registration. Cancellation Policy: All cancellations must be received at least 5 business working days prior to class start date. Substitutions will be accepted at anytime. No shows and cancellations less than 5 business days prior to class start will be charged the advertised price for the class. Questions: Fax/Mail/Call: Tammy Marcase, 160 Roosevelt Ave., Ste 400, York, PA 17401, Phone: (717) 843-3891, Fax: (717) 854-9445, E-mail: tmarcase@mascpa.org.

Motivating, Understanding and Leading Your Team
Course Outline:	This course provides supervisors with an overview of many of the concepts dealing with human behavior, attitudes, and motivation in the workplace. Beginning with a review of basic principles of leadership, motivation and change, this course focuses on the forces motivating an individual and work team responses to situations, events, and changes in the workplace.

Conducting
Course Outline:	TBD

On-Site Supervisory
Course Outline:

Legal Issues for Managers
Course Outline:	This class willbe rescheduled for FALL 2012 The EEOC’s Vice Chair Naomi Earp says organizations need to focus on supervisors to root out real or perceived discrimination. EEOC directives strongly encourage all organizations to train their supervisors. Enhance your organization’s affirmative defense to charges of discrimination and harassment by enrolling your supervisors in this timely program. COURSE CONTENT: A manager has more responsibility to his/her organization than supervising daily work activities. Managers have a legal responsibility to use employment policies and procedures that will keep them out of court. This course is designed to give supervisors a basic understanding of laws that govern the workplace. Understand: The Cost of a Lawsuit, Discipline in the Workplace, Employment Discrimination, Wage Regulations, Preventing Harassment, Americans with Disabilities Act & Family Leave, Hiring Legally Other Employment Laws

Time Management
Course Outline:	You have 168 hours in a week. In this 3-hour session, re-view the way you value time, re-configure the way you spend time, and re-construct the way you organize time. Here is the agenda: Defining Time Management as a Resource Planning and Prioritizing Components Organizing and Controlling Your Use of Time

Fundamentals of Supervision I
Course Outline:	This twenty hour course will provide new supervisors with the tools necessary to begin their role in management. Participants will have the opportunity for peer interaction plus the ability to discuss real-life scenarios with instructors with extensive supervisory experience. This course is a must for the professional development of new & prospective supervisors.

Fundamentals of Supervision II
Course Outline:	This course is recommended for all supervisors who have completed Fundamentals of Supervision I. The course content goes beyond the basic materials covered in Level I. Include: Motivating People at Work, Making Plans and Carrying Out Policy, Excercising Control Over People and Processes, Managing Information and Solving Problems, Counseling Troubled Employees, Converting Complaints and Conflict into Cooperation, How and When to Discipline, Improving Productivity and Innovation, Building Higher Quality Performance, Controlling Costs and Budgeting, Equal Opportunity Under The Law, Employees Safety and Health.

Fundamentals of Supervision I
Course Outline:	This course will provide new supervisors with the tools necessary to begin their role in management. Participants will have the opportunity for peer interaction plus the ability to discuss real-life scenarios with instructors with extensive supervisory experience. This course is a must for the professional development of new & prospective supervisors.

Fundamentals of Supervision II
Course Outline:	This twenty hour course is recommended for all supervisors who have completed Fundamentals of Supervision I. The course content goes beyond the basic materials covered in Level I. Include: Motivating People at Work, Making Plans and Carrying Out Policy, Excercising Control Over People and Processes, Managing Information and Solving Problems, Counseling Troubled Employees, Converting Complaints and Conflict into Cooperation, How and When to Discipline, Improving Productivity and Innovation, Building Higher Quality Performance, Controlling Costs and Budgeting, Equal Opportunity Under The Law, Employees Safety and Health.

Preventing Job Burnout How to Renew/Retain Enthusiasm for Work
Course Outline:	The potential for job burnout is an occupational hazard for anyone balancing a full-time job and a normal life in today’s world. This workshop is designed to explore the many “faces” of job burnout, and what an individual manager, as well as an organization, might do to minimize the potential devastating effects of this syndrome on both themselves and their employees. Program Objectives: At the completion of this workshop, participants will be able to: 1. Define what “job burnout” is, and is not. 2. Assess how close to burnout they themselves might be both personally and on the job. 3. Explore the recommended strategies for preventing job burnout. 4. Determine ways to minimize the burnout potential of their overall work environment. Program Outline: 1. Welcome & Introductions 2. Definitions, symptoms, impact 3. Self-assessments 4. “Paths to Personal Power” 5. Summary and Action Planning

Effectively Managing Employee Performance
Course Outline:	Objectives: Define what performance management IS and IS NOT Explain the benefits of effective performance management to the manager, the employee, and ultimately, the organization Discuss the key components of an effective performance management "system" (orientation, training, counseling, documentation, etc.) Identifying performance gaps and best ways to address them using your "system" Explore best practices related to giving effective feedback related to performance issues Target Audience: This workshop is designed for any supervisor or manager who is trying to establish or fine tune an effective performance management system and provide effective feedback. Fee must accompany non-member registration. No shows will be charged full price.

Human Resources for Supervisors
Course Outline:	Learn the "alphabet soup" of Human Resources - simple and easy tips to keep you legal while on the front line, concentrating on operations, day-to-day: Topics include: Americans with Disabilities Act – ADA -what do I HAVE to accommodate? Family Medical Leave Act – FMLA When do I NEED to offer Equal Employment Opportunity – EEO Performance vs. underperformance Fair Labor Standards Act - FLSA: overtime? Paid to wait? These and many more ways to keep your work flowing, hit your performance goals and stay above the law! Target Audience: This workshop is designed to inform front line supervisors of the current human resource laws. Fee must accompany non-member registration. No shows will be charged full price.

Team Communications in the Workplace
Course Outline:	This program (a critique) explores the three main factors, Attitude, Behavior and Conversing; and the underlying communication elements that, when improved, will lead to a fuller understanding of the communication process. The following outline illustrates the content of this program. [A] Brief Pre – assessment (and review as necessary) [B] Three main factors: 1. Attitude (mindset), 2. Individual temperaments and behavior, 3. Conversing-Aptitude of verbal reasoning, Meaning of words we use, Non-verbal communication situations (body language), Barriers to Interpersonal communications, Barriers to Organizational communications [C] Applications: Knowing how to give constructive feedback, How to dealing with anger, Responding to employee concerns, Dealing with gender communicative differences, Resolving performance problems, Dealing with ‘time wasting game players’, Facilitating Meetings (teams) [D] Post – assessment (includes elements from the pre – assessment and content from this program). *Please note that the check should be made payable to MASCPA and mailed to MASCPA, 160 Roosevelt Ave., Suite 400, York PA 17401.

Business Writing
Course Outline:	General Guidelines on Writing Well for Business Getting Grammar Straight Parts of Speech Grammar and punctuation rules Top 10 grammar mistakes Dealing With Questions of Style Abbreviation, capitalization, and other information Top 8 style tips Avoiding Common Mistakes Composing Office Documents Recommendations for emails and office documents Top 10 tips for writing office documents Critique and reviewing of office documents Composing and editing relevant office documents *Please note that the check should be made payable to MASCPA and mail to MASCPA, 160 Roosevelt Ave., Suite 400, York PA 17401. Any company interested in joining the Printing Consortium, please call Tammy Marcase at 717-843-3891. This training is supported by funding through the Department of Labor and Industry.

Effective Decision Making
Course Outline:	Who makes the decisions in your business? At any given point in time, everyone in your company is faced with decisions to make and, whether or not these decisions are large or small, they all affect the outcome of your company’s success. This workshop will provided participants with the tools to effectively make decisions. By the end of this session, attendees will: understand the role of personal values and opinions in decision-making; understand and effectively utilize three decision making models; be able to recognize an effective decision; recognize the role of brainstorming and a ‘thinking environment’ in the decision making process; recognize why people don’t or can’t make decisions; understand the complexities of group decision making and the diversity of decision making styles available to you as a decision maker understand the 10 Components of Creating a Thinking Environment and understand the 14 critical keys to decision making.

Stepping Up to the Plate
Course Outline:	Stepping Up to the Plate is half day workshop for employees and managers in all levels of an organization designed to create awareness around the power they have to take full accountability for their own and their team’s results. The session requests participants to identify and clarify three key results for which they are accountable at work, and which are in alignment with their manager’s goals and objectives. When faced with obstacles, people can choose to either, be a “benchwarmer” or they can choose to “step up to the plate.” Examples of the “benchwarmer” behaviors are explored in a light manner. Then, Participants score their own present ability to manifest the 20 “accountability behaviors.” Using this “report card” participants explore in more detail the skills needed to “get around the bases” and score a “run.” Course Outline I. Positive Accountability A. The Results ladder B. Activity vs. Results C. Reactive vs. Proactive behavior D. The “Stepping Up…” model E. “Benchwarming” behaviors F. “Blame Game” exercise II. The Report Card A. Descriptions of the 20 accountability skills B. Individual and/or team assessment C. Group Processing D. Debrief and conclusions III. Getting “around the bases” A. Knowing About it B. Caring About it C. Figuring it out D. Making it Happen

Perform at You Peak
Course Outline:	*Long Elective for the Supervisory Certificate* For an individual contributor to Perform at Your Peak means knowing why you’re here, what’s expected of you, how you are doing and how you can improve. It means rewarding yourself for a job well done and taking time daily to “sharpen the saw.” For a supervisor or manager it means the same thing: building into the your work environment the success factors that will motivate your associates to keep climbing their mountain day after day, month after month, year after year. What can a supervisor or manager do to build the trust necessary to create a peak performing work environment? The same things that the individual performer needs to do, answer the vital questions that are on the minds of associates at all levels in an organization: Why are am I (we) here? Purpose What are my (our) roles and goals? Expectations How do we best work with others? Relationships How are am I (we) doing? Feedback Where do we (I) go when I need help? Orientation What’s in it for me (us)? Rewards and Recognition How do I (we) stay enthused? Morale and Motivation Topics: Building into the work environment the 7 factors that motivate people to achieve their goals. Writing a purpose statement for your department and linking all of the work assignments and objectives to it Identifying and managing specific and measureable performance standards, short and long term goals for yourself and your associates Creating trust-based work relationships and adapting your communication style to meet other people’s needs. Using feedback to both motivate and redirect the behavior of others Coaching others toward improved performance Identifying what really motivates people Taking time to renew your teams energy and morale This class is 16 hours. Date/Times: 10/20, 10/27, 11/3, 11/17, 2009 from 12:30 pm to 4:30pm.

Tell Me How I am Doing: Giving and Receiving Effective Feedback
Course Outline:	The ability to effectively give and receive feedback regarding an employee’s performance is one of the fundamental skills of a good supervisor. This interactive workshop is designed to explore some of these skills and better enable the supervisor to apply them in the workplace. Workshop Objectives: At the conclusion of this workshop, participants will be able to 1. Differentiate between the various types of feedback. 2. Explore the reasons why we often fail to give and/or ask for feedback. 3. Explain the relationship between how we handle conflict and our ability to give constructive feedback. 4. Apply some of the best practices related to giving and receiving feedback Program Outline: Welcome and introductions Definitions Self-Assessment re: Giving and Receiving Feedback Why we might hesitate to give and/or ask for feedback Five primary strategies for dealing with conflict Best Practices: Giving and Receiving Feedback Practice and review Wrap-up and action planning Target Audience: This workshop is designed for any individual responsible for effective feedback skills.

Dealing With Difficult People
Course Outline:	*Short Elective for the Supervisory Certificate* One of the biggest “people skill” challenges is dealing with behavior from other people that is either too aggressive, too passive or otherwise ineffective. Some people are more “task oriented” while others are more “relationship oriented.” Often the root of our impasses with people exhibiting “difficult behavior” is our need to understand the different “behavorial styles” and our willingness to alter own style to lower the relationship tension. The second part of this course discusses how to deal with people (of any style) when they are truly acting rude, arrogant, or uncooperative. The focus needs to always be on the person’s behavior, not the person themselves. Learning Objectives: ●Describe the individual and relationship tensions that cause interpersonal difficulty. ●Explain the dynamics of difficult situations and behaviors. ●Use positive language, rational thinking, and constructive dialogue to deal with difficulty in relationships. ●List the options for dealing with truly difficult people. Register by: January 14, 2011 Payment must accompany non-member registration. Make checks payable to MASCPA. Cancellation Policies Apply: Substitutions may be made any time. Cancellations within five business days of the session will be charged. *No shows will be charged full course price. Questions: Fax/Mail/Call: Tammy Marcase, 160 Roosevelt Ave., Ste 400, York, PA 17401, Phone – (717) 843-3891, Fax - (717) 854-9445, E-mail: tmarcase@mascpa.org

Managing for Peak Performance
Course Outline:	*Long Elective for the Supervisory Certificate* To bring an associate to Peak Performance a manager/supervisor must answer the questions that are always on their associates’ minds. For them it means understanding why they’re here, what’s expected of them, how they are doing and how they can improve. It means rewarding them for a job well done and taking time daily to help them “sharpen the saw.” For a supervisor or manager it means building into the your work environment the success factors that will motivate your associates to keep climbing their mountain day after day, month after month, year after year. What can a supervisor or manager do to build the trust necessary to create a peak performing work environment? Help to answer the vital questions that are on the minds of associates at all levels in an organization: Why are am I (we) here? Purpose What are my (our) roles and goals? Expectations How do we best work with others? Relationships How are am I (we) doing? Feedback Where do we (I) go when I need help? Orientation What’s in it for me (us)? Rewards and Recognition How do I (we) stay enthused? Morale and Motivation Topics: Building into the work environment the 7 factors that motivate people to achieve their goals. Writing a purpose statement for your department and linking all of the work assignments and objectives to it Identifying and managing specific and measureable performance standards, short and long term goals for yourself and your associates Creating trust-based work relationships and adapting your communication style to meet other people’s needs. Using feedback to both motivate and redirect the behavior of others Coaching others toward improved performance Identifying what really motivates people Taking time to renew your teams energy and morale Date/Times: 3/7, 3/14, 3/21, 3/28-8:30 am to 12:30 pm Payment must accompany non-member registration. Make checks payable to MASCPA. Cancellation Policies Apply: Substitutions may be made any time. Cancellations within five business days of the session will be charged. *No shows will be charged full course price. Questions: Fax/Mail/Call: Tammy Marcase, 160 Roosevelt Ave., Ste 400, York, PA 17401, Phone – (717) 843-3891, Fax - (717) 854-9445, E-mail: tmarcase@mascpa.org

Presenting With Impact
Course Outline:	The purpose of the program is to help you build the skills needed to prepare and deliver effective presentations—whether in front of one person or a group. The underlying assumption of the program is that regardless of how good you are as a presenter, you can always improve. Whatever your skill level, you will have the opportunity to enhance existing skills and develop some new ones. As a result of the program, your confidence in your skills should increase and your capabilities, as they apply to both formal and informal presentations, expand. The program will introduce you to skills and processes, which will enable you to improve your presentation impact by Using a structured approach for presentation preparation and deliver Enhancing your delivery techniques Conducting question and answer sessions with confidence Handling challenging presentation situations Using visual aids appropriate Applying best practices at all stages of the presentation process Participants will be expected to come to the class with a rough outline of a presentation topic that the can refine and deliver in class. Register by: January 10, 2012 Payment must accompany non-member registration. Make checks payable to MASCPA. Cancellation Policies Apply: Substitutions may be made any time. Cancellations within five business days of the session will be charged. No shows will be charged.

CUSTOMER SERVICE CERTIFICATE

Quality Customer Service
Course Outline:	In a highly competitive market, great customer service skills can give you the edge to beat out the competition. This class will focus on being a customer-focused organization, delivering world-class customer service, knowing your customer, the relationship between listening and delivering credible customer service, and exploring the link between service and sales. Relationship of communication to service, giving and getting information, communication through feedback.

Business Ethics
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Dealing With Challenging People
Course Outline:	The goal of this workshop is to better deal with challenging people. The principal way you can accomplish this is through honing your face-to-face problem solving skills, which include the ability to deal with aggressive and passive personality types, as well as applying strategies for diffusing a difficult situation. Learning Objectives: Correctly identify major personality styles based upon their use of verbal and non-verbal cues. Define the different types of “challenging people”. List and explain strategies for diffusing a verbal attack. Practice how to deal with aggressive people. Determine your strengths and weaknesses with communicating with challenging people. Program Outline: 1. Welcome & introductions 2. “Challenging People” – Who Are They? 3. Models for handling difficult situations and challenging people 4. Assertive, Aggressive, Non-Assertive Personalities – How to Identify Them 5. Self-Assessment – Which one am I? 6. The 10 typical types of challenging people 7. Key Principles/Proven Interventions 8. Practice Exercise 9. Summary and Action Planning Target Audience: Customer Service Representatives, and Administrative Professionals

Everyday Negotiation Skills
Course Outline:	Getting Your Way 101. If you nned to get even some small concessions with vendors or customers, are you nervous? Do you tend to withdraw or avoid the situation? Practise those win-win skills; learn the principals of everyday negotiation skills, how your personality impacts your negotaiting style, and how to assess your "power."

On-Site Customer Service
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Quaity Customer Service
Course Outline:	In a highly competitive market, great customer service skills can give you the edge to beat out the competition. This class will focus on being a customer-focused organization, delivering world-class customer service, knowing your customer, the relationship between listening and delivering credible customer service, and exploring the link between service and sales. Relationship of communication to service, giving and getting information, communication through feedback.

International Business Etiquette
Course Outline:	THIS CLASS HAS BEEN POSTPONED In this program, participants learn about International culture and the nuances of communicating globally in each of these geographical areas: China, Japan, South Korea; Western and Eastern Europe; Central and South America. Specific topic areas include: Business and Social Climate; Greetings, Introductions, Gift Giving, Business Cards; Language and Communication – Verbal and Nonverbal Signals; Negotiating, Persuading, and Winning; International Business Conduits: E-mail, Memos, Faxes, Voice Mail, Teleconferences, Videoconferences. This program is valuable to sales representatives, sales directors and managers, corporate executives, and administrative personnel, as well as purchasing managers, production supervisors, and plant managers.

Selling Your Product From The Inside
Course Outline:	This course is designed to provide techniques to develop company sales by the customer service professional. Participants will examine the importance of customer service in the organization’s sales chain, methods for strengthening internal and external customer relationships and practices that lead to the cultivation of sales.

* NOTE: Course titles, costs, length and vendor are presented for planning purposes only and are subject to change.