HR Training Catalog

Clayton County Board of Commissioners Human Resources Department Professional Development Division M A I N T A I N I N G E X C E L L E N C E Through Continuous Learning Training Catalog Revised March 2010

Section 1 Page 2 Department of Human Resources Professional Development Division Mission Statement and Vision A mission statement expresses purpose for existing. A mission statement dictates how an entity carries out its activities and provide services. The entity’s behavioral patterns, decision making, and values align with its mission statement. The mission statement for the Professional Development Division is: To deliver a high quality service within an environment that supports interactive learning among the team members of Clayton County Government. To deliver a high quality service that supports the personal and professional growth of the team members of Clayton County Government. A vision represents the future desired state of an entity. The entity sets goals and develops strategies and tactics that are focused on achieving the vision. The vision of the Professional Development Division is: To be referred to by all whom it serves as being among the best by providing a service that remains on the cutting edge within its industry.

Section 1 Page 3 P P P P URPOSE OF C C C C ATALOG Clayton County’s employees are its most valuable assets. We are fortunate to have a highly talented workforce that possesses the necessary skills to provide outstanding services to our internal and external stakeholders. Retaining top talent is a main priority for Clayton County Board of Commissioners. Clayton County relies heavily upon our leadership team to motivate, support, and engage our employees. Managers and supervisors have the most direct influence on employees. They also have the unique challenge of keeping the employees focused on achieving divisional, departmental, and organizational goals. Today’s work environments are governed by various employment laws that greatly impact the way employees are managed within the workplace. Societal changes have affected the composition of the workforce; and have subsequently plagued the workplace with ineffective communication, increased levels of stress, increased occurrences of workplace violence, and other issues that threaten the productivity of any given organization. Clayton County Board of Commissioners wants its leadership team and employees to have the necessary training that promotes professional and personal growth. We recognize our leaders and employees as being among the best; however, we are focused on continuous improvement. Our Professional Development Program provides our workforce with the necessary information to make sound and just decisions. The Professional Development Program also offers sound leadership practices, principles, and techniques to effectively manage the challenges of the modern work environment. The purpose of this catalog is to provide a general description of each course offered by Human Resources through the Professional Development Division. The courses provide up-to-date information on various workplace topics and employment law. The courses are designed to benefit all employees, despite level of experience. The cost of this training is a small investment of time. The benefits are numerous and offer outcomes that have a lasting impact on increasing productivity and reducing liability: % Reduce Risk of Employee and/or Citizen Lawsuits % Increase Productivity through Effective Communication and Teamwork % Motivate Individuals to Reach and Exceed Potential % Improve Public Relations % Improve Internal Relations % Recognize and Defuse Potential for Workplace Violence % Effectively Manage Stress % Increase Retention Rate In an effort to keep our course material on the cutting edge, the contents of this catalog is subject to change at any time. The Professional Development Division is available to answer any questions you may have. The Professional Development Division views you as a partner in our learning experience, and truly welcomes any suggestions and insights you may have. You can reach us at 770-472-8055.

Section 1 Page 4 A A A A WORD FROM THE H H H H UMAN R R R R ESOURCES D D D D IRECTOR ... ... ... ... Dear Elected Officials and Department Directors: As Human Resources Director for Clayton County Government, I have worked with Elected Officials and Department Directors in sorting out a variety of human resources issues. It became very clear after many years of observation that the problems we have experienced may have been resolved at the lowest levels of management had our management teams received the proper training. Many of the problems were in the areas of personnel law, managing and working with people, and systems. After identifying these problem areas, I worked closely with staff to implement the County’s first Professional Development Program. This program has been approved by, and is strongly supported by the Board of Commissioners and Civil Service Board. Their proactive mandate to maintain and/or sustain quality guidance in the workplace has made professional development training an important part of our supervisors and employee’s successes. As new and smarter ways of conducting government business evolves, we must equip our employees with the resources to do the job. Our in-house training program is designed to do just that. We have customized our program to meet all of our managerial, supervisory, and employee professional workplace needs. As you review this catalog, I’m sure that you will find classes that will help increase and improve the productivity, effectiveness, and efficiency of your most valuable asset. We appreciate your support and will continue to provide educational opportunities for your management teams and employees that will empower them to excel in their jobs. Renee Brightenee Bright Renee BrightRenee Bright R Renee Bright Human Resources Director

Section 1 Page 5 ABOUT THE INSTRUCTOR...PAM’S BRIEF BIO ABOUT THE INSTRUCTOR...PAM’S BRIEF BIOABOUT THE INSTRUCTOR...PAM’S BRIEF BIO ABOUT THE INSTRUCTOR...PAM’S BRIEF BIO Pamela R. Ambles is a veteran employee of Clayton County Government. She began her career with Clayton County on August 31, 1999. She initially served at the Police Department as a member of the Chief’s staff. In March 2003, Pam transferred to the Human Resources Department. She has served in three divisions within Human Resources: Employment Services, Compensation and Classification, and Professional Development. Pam is not a stranger to the public sector. She has worked for state and federal government. Prior to joining the staff of Clayton County Government, Pam was employed by Spalding County Department of Family and Children Services (DFCS). She served in a variety of roles that focused on public relations during her tenure with DFCS. Pam is a 2006 Summa Cum Laude graduate of Mercer University. She earned a Bachelor of Science Organization Leadership degree. During her educational studies at Mercer, Pam was inducted into the honor society of Phi Kappa Phi. Pam is a 2009 graduate of Georgia State University. She received a Master’s of Science Human Resources Management degree. Being a committed life-long learner, Pam is currently making plans for her next educational endeavor. Knowledge is more powerful when it’s shared is Pam’s tag line. She recognizes the extraordinary talents and vast amount of experience her audience brings to the interaction, and strives to create an environment that facilitates respect and knowledge sharing among the team members of Clayton County Government. Pam’s motto is: “we’re in it to win it”, and is focused on teamwork at all times. Pam is a P.O.S.T. (Peace Officer Standards Training) guest instructor.

Section 1 Page 6 Table of Contents Section 1 - Overview of Catalog Professional Development Division’s Mission and Vision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Purpose of the Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 A Word From the Director of Human Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 About the Instructor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 ~~~~~~~~~~~~~~~~~~~~ Section 2 - Description of General Training Courses General Training Courses Listing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 New Employee Orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 DOT-CDL Alcohol/Drug Prevention Course . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 DOT- Supervisor Alcohol/Drug Prevention Course . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Annual Human Resources Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Tri-Annual Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ~~~~~~~~~~~~~~~~~~~~ Section 3 - Description of Employee Training Courses Employee Professional Development Certificate Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Effective Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Time Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Telephone Etiquette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Handling Conflict . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Problem Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Team Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Team Building . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Cultural Diversity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Sexual Harassment Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Workers’ Compensation/ADAAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Family Medical Leave Act . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Safety & Wellness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Stress Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Drug Awareness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Workplace Violence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Health Insurance Portability & Accountability Act . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Section 1 Page 7 Table of Contents Continued Section 4 - Description of Manager & Supervisor Training Courses Management Professional Development Program Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 The Supervisors Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Effective Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Interviewing & Hiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 The Exit Interview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Effective Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Delegating & Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Disciplining Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Performance Evaluation Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Building High Performance Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Motivating Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Conflict Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Problem Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Time Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Managing Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Cultural Diversity Management for Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Sexual Harassment Prevention for Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Workers’ Compensation/ADA for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Family and Medical Leave Act for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Drug Awareness for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Workplace Violence for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Health Insurance & Portability Act . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Fundamentals of Business Writing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 ~~~~~~~~~~~~~~~~~~~~ Section 5 - Description of Department Heads and Assistant Directors Training Course Leadership Academy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Executive Orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Mission Impossible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 ~~~~~~~~~~~~~~~~~~~~ Section 6 - Important Training Information Meet Human Resources Professional Development Division . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Historical Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Comments from Participants Writing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Striving for Excellence-Keeping Us Number 1 General Training Courses

Section 2 Page 2 GENERAL TRAINING COURSES The main objective of the general training track is to provide the employees of Clayton County Government with additional job related information that will promote effectiveness and efficiency in carrying out the essential duties of their jobs. The course content of the general training track focuses on a review of various local, state, and federal mandates. This track of the Professional Development’s training initiatives also focuses on a review of the Civil Service Rules and Regulations. As a strategy to maintain excellence and to promote a workplace that is liability sensitive, attendance to the general training courses is mandated for selected employees. The only exception to this mandate is the Annual Human Resources Conference. Upon the completion of most courses within the general training track, the employee is awarded a Certificate of Completion or a Certificate of Attendance. Courses within the general training track of the Clayton County Human Resources Professional Development Division are as follows: & New Employee Orientation & DOT-CDL Alcohol and Drug Prevention & DOT- Supervisor of a Clayton County CDL Operator & Annual Human Resources Conference & Tri-Annual Training

Section 2 Page 3 NEW EMPLOYEE ORIENTATION Course #001 - Length: 8 hours General Description “What you don’t know can get you into trouble”! This old adage is especially true in the workplace. Regardless of an employee’s level of experience, skill, and/or education, every organization has a unique way in which it conducts business. The primary purpose of New Employee Orientation is to build awareness among our newest members. We strive to share a realistic profile of our organization by outlining employee expectations. Clayton County Board of Commissioners wants its employees to understand the various local, state, and federal mandates and Civil Service Rules and Regulations that govern workplace behavior. Thus, topics such as sexual harassment, diversity, and alcohol/substance abuse are reviewed. Armed with information regarding the laws and our policies on these topics, employees can make better choices and govern their behavior appropriately. Clayton County Board of Commissioners also wants its employees to be aware of the many benefits and laws that are in place to help them. We review the Family Medical Leave Act (FMLA), the Health Insurance Portability and Accountability Act (HIPAA), and our Annual Leave Donation Policy. Our instruction methodology includes lectures, participation, and hands-on exercises. The common theme of teamwork is repeated throughout the workshop. The Professional Development Division wants each employee to leave orientation knowing that they are an important part of the Clayton County Team. New employee orientation gives our employees a strong foundation on which to build their careers with Clayton County. New employees are given a realistic profile of who we are and what we expect. Our failure to properly inform our new employees of their benefits, certain aspects of their jobs, polices, and procedures can greatly increase the chances of liability, and decrease the odds of a successful transition Course Content The course content for New Employee Orientation 001 is as follows: & General Benefits & Family & Medical Leave Act & Health Insurance Benefits & Workers’ Compensation & Retirement Benefits & Civil Service Rules & Regulations & Substance Abuse Policy & Sexual Harassment Policy & HIPAA & Cultural Diversity All new employees who are interested in completing the Professional Development Program within a year of hire date, can participate in an accelerated program. For more information, please contact Pam Ambles at 770-477-4463.

Section 2 Page 4 DEPARTMENT OF TRANSPORTATION COMMERCIAL DRIVER LICENSE ALCOHOL AND DRUG PREVENTION COURSE Course # 002 - Length: 3 Hours General Description Federal Safety Regulations require personnel performing commercial driver license (CDL) duties, to undergo training that will explain the CDL operators’ responsibilities and the County’s policies and procedures with respect to meeting the code of Federal Safety Regulations. This training is mandatory by the Federal Motor Carrier Safety Regulation or 49 CFR part 382. The County must ensure that employees are trained and materials are distributed to each driver prior to the start of random alcohol and controlled substances testing. Each driver subsequently hired or transferred into a position requiring him/her to operate a commercial motor vehicle or equipment requiring a CDL must undergo the same training . Course Content The course content for CDL Alcohol & Drug Prevention Course 002 is as follows: % %% % Familiarize Clayton County employees with the rules and regulations governing alcohol and substance prevention for CDL operators in accordance with the Federal Safety Regulations 49 CFR 382 parts A-F % Inform employees of the harmful effects of drugs and alcohol while driving and where to get help if the employee or someone he/she knows need assistance % %% % Explain the process and procedures of alcohol and drug tests % Review the required training video % Answer questions and concerns in regards to the material presented

Section 2 Page 5 D EPARTMENT OF T RANSPORTATION S UPERVISOR OF A C LAYTON C OUNTY C OMMERCIAL D RIVER ’ S L ICENSE O PERATOR A LCOHOL AND D RUG P REVENTION C OURSE Course # 003 - Length: 3 Hours General Description Federal Safety Regulations require that personnel performing supervisory duties undergo training that explain the CDL operator’s responsibilities, supervisor’s responsibilities and the County’s policies and procedures with respect to meeting the Federal Safety Regulations requirements. This training is mandatory by the Federal Safety Regulation. The County must ensure that supervisors are trained to identify drivers who may be under the influence of illegal drugs or alcohol misuse. The training shall cover the physical, behavioral, speech, and performance indicators of probable alcohol misuse and use of controlled substances. Course Content The course content for CDL Supervisor Alcohol & Drug Prevention 003 is as follows: % Familiarize Clayton County supervisors with the rules and regulations governing alcohol and substance prevention for CDL operators in accordance with the Federal Safety Regulations % Make supervisors aware of the harmful effects of drugs and alcohol and where to get help if an employee inquires about assistance % Discuss the different type of drugs and their effects and discuss alcohol and it’s effects % Review the documentation process of reasonable suspicion testing % Explain the types of alcohol and drug tests, processes, and procedures % Review the required training videos % Answer questions and concerns regarding the training

Section 2 Page 6 ANNUAL HUMAN RESOURCES CONFERENCE Course # 004 - Length: TBA General Description The Human Resources Department is committed to providing outstanding human resources support to each and every department under the Board of Commissioners. We are committed to excellence, and will deliver no less than top quality service to the Board of Commissioners. The Human Resources Department is willing, ready, and able to assist Department Directors in fulfilling their commitments to the Board of Commissioners, Clayton County Citizens, and Employees . The Annual Human Resources Conference addresses issues and challenges such as, keeping track of employees using FMLA leave time, completing paperwork on employees injured on the job, keeping track of payroll, processing paperwork for new hires, as well as other daily human resources functions. The Conference is perfect for employees whose job duties encompasses human resources related functions. The information is delivered though lectures, demonstrations, discussions, and hands-on activities and exercises. We review all human resources related forms and processes. Being true team players, guest speakers provide information regarding their areas of expertise. Attendance is greatly encouraged for those having human resources related job functions. Course Content The course content for Annual Human Resource Conference 004 is as follows: % Updated Information on Personnel Actions and Management Procedures % %% % Updated Information on Insurance Benefits % Updated Information on Payroll Related Procedures/Functions % Updated Information on Workers’ Compensation % Updated Information on Employment Services Procedures % A Word from Our Safety Department % Q&A Session Regarding Human Resources Related Functions

Section 2 Page 7 TRI-ANNUAL TRAINING Course #006 - Length: 2 ½ hours General Description Tri-Annual Training is hosted by Human Resources every three years. It allows Clayton County Government’s employees to come together to discuss various nuances that plague today’s modern work environments. Tri-Annual Training gives us an opportunity to self reflect on our current behavioral patterns, and to determine if we are showcasing ourselves in a professional manner. Clayton County Board of Commissioners and Human Resources believe each employee is a vital part of our team. We also believe that each employee has the right to work in an environment that is free from harassing behavior. The main objectives of Tri-Annual Training are decreasing liability, increasing productivity, and promoting teamwork Tri-Annual Training is an excellent refresher course in regards to sexual harassment prevention, the importance of ethical behavior, the legalities of discrimination, and the benefits of being part of an effectively functioning team. Tri-Annual training includes a mandatory review of the Sexual Harassment Prevention Policy and a review of the Civil Service Rules and Regulations that govern the prohibition of discrimination and harassment. Due to the sensitive nature of the topics that are discussed and the objectives of Tri-Annual Training, attendance is mandatory for all employees. Through lectures, exercises, discussions, and hands-on activities/exercises attendees gain insight into behavioral patterns that could expose the organization to lawsuits balanced with a greater understanding of the benefits of practicing professional behavior. Course Content The course content of Tri-Annual Training 006 is as follows: & && & Overview of Legal Implications & && & Effective Communication & && & Building Effective Teams & && & Definition of Diversity and Diversity Concepts & && & Overview of Civil Service Rules 3.113 and 3.114 & && & Definition of Sexual Harassment and Prevention Concepts & && & Review of Clayton County’s Sexual Harassment Prevention Policy

Employee Training Courses Preparing Tomorrow’s Leaders Today

Section 3 Page 2 E MPLOYEE P ROFESSIONAL D EVELOPMENT C ERTIFICATE P ROGRAM Clayton County Board of Commissioners supports continuous learning. Although we have a highly talented workforce, we recognize that only through training and education can excellence be maintained and strengthen. The workplace is constantly changing; to keep up with these changes, Clayton County Board of Commissioners is committed to providing cutting-edge learning opportunities for its employees. Being a forward thinking organization, through the Employee Professional Development Certificate Program, Clayton County Government is diligently preparing its future leaders today for the challenges of tomorrow. The goal of the Employee Professional Development Certificate Program is to expand and strengthen the skill sets of our employees. The program focuses on enhancing skills that are necessary to succeed in an employee’s current position, while simultaneously focusing on the skills that are needed to advance professionally and personally. The courses are tailored made for our organization, and are designed to benefit support and non-supervisory personnel. Upon completion of the Program, employees are awarded the Employee Professional Development Certificate Program certificate. Their accomplishment is recognized by the Board of Commissioners, the Civil Service Board, a formal graduation, and an official announcement in our quarterly newsletter. This hard-earned accomplishment does not go unnoticed. The Human Resources Department maintains an official record of professional development training by placing a training history in the employee’s personnel file. The Employee Professional Development Program consists of 40 hours of training and includes the following courses: % Effective Communication % Time Management % Customer Service % Telephone Etiquette % Handling Conflict % Problem Solving % Team Work % Team Building % Cultural Diversity % Sexual Harassment Prevention % Workers’ Comp/ADAAA % Family & Medical Leave Act % Drug Awareness % Workplace Violence % Safety & Wellness % Stress Management

Section 3 Page 3 EFFECTIVE COMMUNICATION Course #101 - Length: 2 ½ hours General Description Effective communication is the key to success in any endeavor we undertake. Although we’ve been communicating since infancy, the communication process is besieged by many barriers that threaten its effectiveness. The purpose of communication is to get your message across to others as clearly as you possibly can. The process is a two-way street, and requires commitment and effort from all parties involved. A failure to get your message across effectively results in personal and professional costs such as: wasted time, tremendous confusion, and lost opportunities. Benefits of Attending This Training The attendee recognizes that communication is a process, and that all processes can be improved. The attendee develops strategies to manage communication barriers. The attendee discovers techniques to use non-verbal communication as a tool to enhance the effectiveness of an interaction. The attendee understands the benefits of being an assertive communicator, and learns techniques to strengthen communication skills ; the attendee understands techniques to improve listening skills. This class benefits veterans and newly appointed personnel. The delivery method includes lecture, role-play, self assessment, and hands-on activities and exercises. Course Content Training content for E FFECTIVE OMMUNICATION C 101 is as follows: % Define communication and explore the communication process % Identify communication barriers and develop strategies % Develop an assertive communication style % Explore the techniques of becoming an effective listener % Explore the techniques of using non-verbal communication to enhance effectiveness % Explore techniques to improve your role as a sender and as a receiver % Develop an action plan to improve communication skills

Section 3 Page 4 TIME MANAGEMENT Course #102 - Length: 2 ½ Hours General Description From the business executive to the sports athlete, high achievers from all disciplines use some form of time management. Successful individuals recognize the value of time. Although time is a very valuable asset, it is one that we cannot store for use later. When it’s gone, it’s gone. The primary focus of this class is time maximization. Experts say that we are time starved. Most people simply do not have enough time to take care of the essentials, and have time left over to enjoy things they want to do. If you are one of those people, this is a great class for you. Benefits of Attending This Training Today’s employees are expected to stretch resources and multitask on many levels. This course builds an awareness of how each attendee is spending his/her time. The course addresses the need to get as much as possible from every second of the day by engaging in effective time management techniques. Through self assessments, the attendee is able to identify his/her time management type, and subsequently implement time management techniques that compliment his/her style. Common time management traps are discussed, and the attendees develop strategies to manage these traps. Attendees explore how time management relates to effectiveness and efficiency. Attendees are taught how to use time management techniques to focus on the essential functions of their jobs. This class benefits veterans and newly appointed personnel . The delivery method includes lecture, discussion, self assessment, and activities. Course Content The course content for T IME M ANAGEMENT 102 is as follows: % Gain a deeper understanding of and appreciation for the value of time as an asset % Complete self assessment to identify time management type % Identify time management techniques that compliment time management type % Identify time management traps and develop strategies % Understand the essential functions of one’s job and prioritize appropriately % Integrate time management techniques that compliments personal style

Section 3 Page 5 CUSTOMER SERVICE Course #103- Length: 2 ½ Hours General Description Providing outstanding customer service is a top priority of the Clayton County Board of Commissioners and the Human Resources Department. The citizens of Clayton County have entrusted us with the responsibility of managing their community, and they deserve the very best service we can offer. Being a governmental entity, we are in business to provide services to the citizens of Clayton County. Although many have the notion that government agencies provide poor services, Clayton County seeks to exceed customers’ expectations. We deal with issues that impact the daily lives of our customers; therefore, the skills of our customer service professionals are unique. Customers are beginning to demand top quality service, and don’t mind complaining to senior leadership when there is a lack thereof. The initiatives of the Human Resources Professional Development Division provides on-going training in the area of customer service. This course is designed to benefit veterans and newly appointed personnel . Everyone is a customer service professional; the course content is applicable for providing services to internal and external customers. Benefits of Attending This Training The attendees explore how communication impacts customer service. Attendees are able to identify the traits and attributes of an effective customer service professional, and to employ techniques to ensure a positive interaction. The attendee is able to identify negative behavioral patterns that impede the delivery of quality service. Attendees identify resources and techniques that can be used to exceed customers’ expectations. This class benefits veterans and newly appointed personnel . The delivery method includes lecture, discussion, video, role-plays, and hands-on activities and exercises. Course Content The course content for C USTOMER ERVICES S 103 is as follows: % Define the meaning and concepts of providing outstanding customer service % Identify how communication impacts the quality of customer service % Identify the barriers that impede providing outstanding customer service % Identify the attributes and traits of an effective customer service professional % Identify methods and techniques to exceed customers’ expectations

Section 3 Page 6 TELEPHONE ETIQUETTE Course # 104 -Length: 2 ½ Hours General Description Telephone etiquette is an extended form of customer service. Delivering quality services via the telephone is more difficult than face-to-face interactions. Why? The customer service professional is not privy to the paralanguage that a face-to-face interaction offers. Telephone etiquette is very important to an organization because the customer service professional locks an image of the organization in the minds of the customers. This image can be positive or negative, and is dependant upon the quality of the service provided. Although we use the telephone every single day, most people do not employ proper etiquette protocol. Additionally, experts report that we become very habitual in the way we carry out our daily activities; oftentimes, we are on autopilot. This course gives attendees an opportunity to review proper telephone etiquette, and to self assess to determine the quality of service they’re providing. Benefits of Attending This Training Attendees are able to recognize telephone etiquette as being an extended form of providing customer service. Attendees are able to use tips and techniques to increase pubic relations. Attendees are able to recognize the three stages of a telephone call, and how to respond appropriately. Attendees can demonstrate an understanding of the professional methods of answering a business phone, acceptable protocol when addressing the customers, and managing different caller types. This class benefits veterans and newly appointed personnel . The delivery method includes lecture, discussion, self assessments, role play, and case studies. Course Content The course content for T ELEPHONE TIQUETTE E 104 is as follows: % Explore the proper procedures for answering a business phone % Explore techniques to increase public relations % Identify and manage different caller types % Identify the three stages of a phone call and appropriate responses % Employ proper protocol when addressing customers % Explore the attributes of effective and ineffective customer service professionals

Section 3 Page 7 HANDLING CONFLICT Course #105 - Length: 2 ½ Hours General Description Conflict in the workplace is bound to happen-there is no way around it. It can erupt from almost anything. If conflict is not properly managed, it can have a devastating impact on the cohesiveness of a team, the productivity of a department, or hinder goal attainment of the entire organization. Unresolved conflict negatively impacts everything in its path. Unresolved conflict creates pent-up, unexpressed anger. If left unchecked, sooner or later, the anger will manifest itself in a way that could lead to bigger problems. Poorly managed conflict among team members creates an unproductive, stressed work environment; at its worst, it can lead to workplace violence. According to behavioral experts, most individuals have poor conflict resolution skills. Benefits of Attending This Training Handling Conflict 105 is a must-have class for all employees. It offers proactive, non-threatening approaches to resolving conflict. Attendees are able to define conflict, and identify its sources. Attendees are able to intervene quickly by recognizing the stages of conflict. Attendees discover various conflict resolution strategies. Attendees are aware of the negative effects that unresolved conflict have on the workplace and on the body. This class benefits veterans and newly appointed personnel. The delivery methodology includes lecture, self assessment, role-play, and case study. Course Content The course content for ANDLING ONFLICT H C 105 is as follows: % Define and explore the nature of conflict % Identify the possible sources of conflict % Identify the stages of conflict % Explore strategies and methods of resolving conflict % Managing personality types during the conflict resolution process % Identify the benefits of using an assertive approach

Section 3 Page 8 PROBLEM SOLVING Course #106 - Length 2 ½ Hours General Description If you are the kind of person who enjoys a lot of interaction, then you should enjoy this class. Although this course contains lots of fun-filled activities, problem solving and creative thinking skills are critical to the success of the organization, team, and individual. An established way to sharpen problem solving and creative thinking skills is to engage in activities that stimulate the brain; this course provide various activities that will stretch and strengthen brain power! Team members’ ineffective problem solving skills greatly impact the effectiveness and productivity of their teams. An individual who has ineffective problem solving skills can hinder his/her career growth and opportunities. A skilled problem solver is an asset to his/her career and to the organization - possessing these skills puts you in a win-win situation. Benefits of Attending This Training The attendee will explore his/her methods of problem solving and determine if there are better methods to employ. The attendee will be able to recognize the high costs of being an ineffective problem solver. The attendee will recognize the significance of making problem solving a team effort. Attendees will identify the barriers that impede the problem solving process and discuss methods to eliminate these barriers. Attendees will recognize the value of creative thinking. The delivery methodology includes lecture, case study, and lots of hands-on exercises and activities. This is course is action driven, and designed to benefit veterans and newly appointed personnel . Course Content The course content for P ROBLEM OLVING S 106 is as follows: % Recognize routine and non-routine problems % Identify and complete the stages of the problem solving process % Determine who should be part of the problem solving process % Explore problem solving methods and the tools of analysis % Identify methods of managing negative behavioral patterns % Employ methods that enhance positive behavioral patterns

Section 3 Page 9 TEAM WORK Course #107 - Length: 2 ½ Hours General Description An organization cannot function at its best without effective teams. High performance teams are not mere coincidences. Being a member of a high performance team requires commitment, dedication, and hard work from its members; however, the benefits of being part of such a team are too numerous to list. A team consists of unique individuals who possess different personalities and complimentary skills. A team is very different from a group - a team is pulled together for a common purpose; thus efforts are combined to reach team and organizational goals. It is not always easy being part of a team; and oftentimes, the team is assailed with barriers that prohibit effective collaboration and performance. Members of a poorly functioning team work in an environment that is unproductive and stressful. The goals of the organization, team, and individual suffer as a result. The team is definitely not all is can be. This course addresses the issues that can hinder effective team work. Benefits of Attending This Training Attendees will recognize the value and benefits of being part of a high performance team. They will understand the concepts of teamwork and how to initiate methods to enhance team performance. Attendees will understand the various roles team members assume, and be able to select methods to manage negative roles while assessing their own behavioral patterns. Attendees will understand the components of a team and how to strengthen its interpersonal relationship among team members. This class is designed to benefit veterans and newly appointed personnel . The delivery method includes lecture, discussion, case studies, and team activities. Course Content The course content for P ROBLEM OLVING S 107 is as follows: % Define the teamwork concept and apply team building strategies % Explore the benefits of teamwork and reasons for team failure % Express the qualities of an effective team member and develop improvement action plan % Explore the four elements of team success and assess current team % Explore behavioral patterns needed to build trust and respect among team members

Section 3 Page 10 TEAM BUILDING Course #108 - Length: 2 ½ Hours General Description Team building is a hot topic these days. Why?...Because when done correctly teamwork produces extraordinary results. Effective team leaders understand that team output far exceeds the collective output of each individual; in other words, by working ogether veryone chieves ore T E A M ! There are all kinds of teams, and they are pulled together for various reasons. You are an important part of the Clayton County Team. The difference between a group and a team is having shared commitment and common goals. It is the responsibility of the team leader to guide team members to goal attainment and continued growth. An effective team leader understands the concepts of team building, and employs various methods, strategies, and techniques to lead his/her team to victory and beyond! Benefits of Taking This Course Attendees conduct a self assessment to determine team leadership potential, and develop an action plan for self improvement. Attendees can identify the characteristics of an effective team leader. Attendees understand the dynamics of the team concept and the leader’s role within the team. Attendees can identify the rules of team building and the application of the leader’s use of techniques to enhance performance. Attendees understand the 4 stages of team building, and have an awareness of intervention methods and techniques. Attendees have a basic knowledge of the role coaching plays in the team building process. Attendees can identify strategies and techniques needed to create an environment that promotes team work. This course is designed to benefit veterans and newly appointed personnel . Delivery method includes: lecture, open discussion, team building exercises, and hands-on activities. Course Content The course content for T EAM UILDING B 108 is as follows: % Self assessment to gauge team leadership potential, and development of plan for improvement % Explore the characteristics of team leaders % Explore an overview of the team building process and the leader’s role % Identify the rules of team building and initiate strategies to enhance performance % Identify the 4 stages of team building and explore intervention techniques % Explore techniques, strategies, and methods to create an environment that promotes teamwork

Section 3 Page 11 CULTURAL DIVERSITY Course #109 - Length: 2 ½ Hours General Description It is estimated that over 600,000 individuals come to the United States each year to make it their new home. These individuals are not leaving their cultures aboard; their cultures continue to be part of their daily lives, and become a part of the workplace as well. Currently, we have, for the first time in history, four generations of employees working side by side. These factors and others impact the diversity of an organization. Clayton County Board of Commissioners will not tolerate harassment, sexual harassment, or discrimination in its workplace, and has implemented policy that prohibits this type of behavior. This class explores the social and legal ramifications that stem from discrimination and harassment in the workplace. Benefits of Attending This Class Attendees under our Civil Service Rules and Regulations that prohibit discrimination and harassment in the workplace. Attendees can define the terms diversity and cultural, and understand how these terms impact the workplace. The attendees can define the main barriers to accepting diversity. The attendees gain an understanding of other cultural norms and values. The attendees engage in self exploration to gain insight into his/her own behavior patterns. The attendees understand the negative consequences of misguided behavior its effects on the workplace and our employees. This class benefits veterans and newly appointed personnel . The delivery method includes lecture, discussion, and case study. Course Content The course content for C ULTURAL IVERSITY D 109 is as follows: % Self exploration of personal behavioral patterns % Define the terms “diversity” and “cultural”, and explore their impacts on the workplace % Review diversity learning points, and explore ways to promote respect and fairness % Introduction to other cultural norms and values, and explore common-sense guidelines % Explore the Civil Service Rules and Regulations

Section 3 Page 12 SEXUAL HARASSMENT PREVENTION Course #110 - Length: 2 ½ Hours General Description Sexual harassing behavior in the workplace can lead to lawsuits, violence, increased organizational costs, and personal costs. Most notable, sexual harassing behavior is ILLEGAL . When this type of behavior is allowed to run rampant within an organization, everyone suffers. Landmark course cases such as Former President Clinton vs. Monica Lewinski, and Supreme Court Judge Clarence Thomas vs. Anita Hill highlighted the need to keep sexual notions and acts out of the workplace. Now more than ever before employees need to become educated on the subject of sexual harassment. Amazingly, behaviors that one may think of as being friendly, can easily be misconstrued by another. County Resolution 90-64 clearly expresses Clayton County Board of Commissioner’s commitment to keeping this type of behavior out of our work environment. Benefits of Attending This Class Attendees can define sexual harassment and identify sexual harassing behaviors. Attendees understand the negative impact sexual harassment has on the workplace. Attendees understand the legal implications of sexual harassment. Attendees understand Clayton County Government’s sexual harassment policy and the consequences of violation. Attendees understand Clayton County’s reporting procedures. This class benefits veterans and newly appointed personnel . The delivery method includes lecture, discussion, and case study. Course Content The course content for SEXUAL HARASSMENT 110 is as follows: % Define sexual harassment and explore related terminology % Review Laws that govern sexual harassment % Review Resolution 90-64 % Explore the differences of men’s and women’s perspectives regarding sexual harassment % Explore the three forms of sexual harassment % Identify who can sexually harass whom % Identify sexual harassing behavior and the impacts of sexual harassment % Review Clayton County Government’s reporting procedure

Section 3 Page 13 WORKERS’ COMPENSATION/ADAAA Course #111 - Length 2 ½ Hours General Description If you get hurt on the job what do you do? Where do you go? If you began to lose time from work, how are you paid? All of these are very important questions, and Clayton County Government wants you to know your rights! Understanding workers’ compensation, the Americans with Disability Act, and the Americans with Disability Act Amendments Act can be a complicated feat. This course offers seasoned veterans and newly appointed personnel the opportunity to gain general information on these important topics. The Board of Commissioners wants its employees to fully understand the procedures for reporting an on-the-job injury and the benefits that are available to them in the event of an on-the-job injury or illness. Benefits of Attending This Course Attendees understand the procedures for reporting an on-the-job injury. Attendees have a general understanding of Workers’ Compensation. Attendees can identify the difference between an on- the-job injury versus an on-the-job illness. Attendees understands Clayton County’s Worker’s Compensation Program. Employees attending this class gain an understanding of the Americans with Disability Act and the Americans with Disability Act Amendments Act. The delivery method includes lecture, discussion, video, case study, and question and answer session. Course Content The course content for W ORKERS OMPENSATION ’ C /ADAAA 111 is as follows % Provide background information on Workers’ Compensation % Provide Worker’s Compensation overview % Explore Clayton County’s Accident Leave Policy % Examine Clayton County’s Reporting Procedures % Review Workers’ Compensation Bill of Rights % Review related Worker’s Compensation forms % Provide Americans with Disability Act Amendments Act Overview % Define qualified individual, equal opportunity, essential job functions, and reasonable accommodations

Section 3 Page 14 FAMILY AND MEDICAL LEAVE ACT Course #112 - Length: 2 ½ Hours General Description If you or a family member suffers an injury or illness that prevents you or your family member from working, do you know what your rights and responsibilities are under the Family and Medical Leave Act? The Family and Medical Leave Act (FMLA) was signed into law by Former President Bill Clinton on August 5, 1993. This law was amended on January 16, 2009 to include miliary leave. The goal of FMLA is to promote the family unit and enhance productivity. It created a win-win outcome for employees and employers. The Act is very specific regarding who can take the leave and what it can be taken for. This is a must-have class for all employees, and answers questions such as: What criteria must an employee meet in order to be eligible to take FMLA? What reasons can an employee request FMLA? What is the maximum time an employee can take under FMLA? What does FMLA protect? These are just a few of the highlights of this course. This class is designed to benefit all personnel. Benefits of Attending This Class Attendees receive a basic introduction to the FMLA law. Attendees will acquire knowledge regarding his/her responsibilities and obligations when requesting family medical leave. The attendees will understand Human Resources’ role in supporting leave requests. The delivery method for this course includes lecture, discussion, and question and answer session. Course Content The course content for F AMILY AND M EDICAL EAVE CT L A 112 is as follows: % Provide an overview of the Family and Medical Leave Act (FMLA) % Review employees rights, responsibilities and obligations under the FMLA % Review Human Resources’ role in supporting leave requests % Review Clayton County’s processes and procedures

Section 3 Page 15 SAFETY AND WELLNESS Course #113 - Length 2 ½ Hours General Description Safety and wellness have become a hot workplace topic. Simply stated, a safe and healthy employee is productive and lowers organizational costs. Safety and wellness should be a hot personal topic as well, because it has a direct impact on our long-term health and happiness. Clayton County Board of Commissioners places a high priority on maintaining a safe and healthy work environment for the employees of Clayton County Government. This course focuses on the benefits of working safely and staying healthy while soliciting attendees to assume responsibility for self by developing an action plan to promote personal safety and wellness. Benefits of Attending This Course Attendees can define wellness and its dimensions. Attendees can recognize unsafe attitudes and behaviors. Attendees can recognize the hazards of the office environment. Attendees can identify tips to avoid computer strains. Attendees understand the importance of back safety, and can identify proper lifting techniques. Attendees understand the basic steps to report an on-the-job injury. This class benefits veterans and newly appointed employees. The delivery method includes lecture, discussion, and hand-on activities. Course Contents The course content for S AFETY AND W ELLNESS 113 is as follows: % Explore wellness and its concepts, dimensions, and benefits % Identify unsafe attitudes, behaviors, and practices % Explore health hazards vs safety hazards % Explore the hazards of an office environment % Review and practice proper back lifting techniques % Review fire prevention and chemical safety tips % Review general safety tips % Provide brief introduction on reporting an on-the job injury

Section 3 Page 16 STRESS MANAGEMENT Course #114 - Length 2 ½ Hours General Description History has clearly shown that our environment has never adapted to man; we have always had to adapt to our environment. Every era has had it challenges, and modern time is no exception. We face many stressors on and off the job. Stress can be energizing and motivating. However, poorly managed stress can destroy everything in its path. Stress is defined as a physical, emotional, and/or chemical factor that can cause bodily harm and mental tension. We cannot eliminate stress from our personal and professional lives; however, we can properly manage stress to make it work for us. The key to relaxing for health sake is stress management. Benefits to Attending This Class Attendees can define stress and identify own personal stressors. An attendee can chart his/her stressors and implement management techniques. Attendees can identify negative behavioral patterns of managing stress. Attendees can identify the three stages of stress and implement intervention techniques at its earliest stage. Attendees can identify several stress reduction techniques. Attendees are aware that stress affects the physical self. Attendees can identify the benefits of proper stress management. This class benefits veterans and newly appointed employees . The delivery technique includes lecture, discussion, stress reduction exercises and self assessments. Course Content The course content for S TRESS M ANAGEMENT 114 is as follows: % Define stress and identify personal stressors % Explore various tools to chart stressors % Explore the behavioral patterns of Personality Types A & B % Identify negative behavioral patterns to manage stress % Discuss the three stages of stress % Recognizing the dangers signs of stress and the effects stress has on the physical body % Explore various stress reduction techniques % Explore using humor as a stress reduction technique % Explore the ten commandments to stress management

Section 3 Page 17 DRUG AWARENESS Course #115 - Length: 2 ½ Hours General Description The Clayton County Board of Commissioners is adamant about maintaining a drug-free workplace. Substance abuse tears away at the fibers of our society; it affects our family values and ties, health, safety, and prosperity. Substance abuse is costly to organizations, and impacts productivity, increased costs, potential violence, and lawsuits. At various times throughout history, there have been movements to address substance abuse and its effects. Clayton County Government, like almost all other organizations, has adopted a substance abuse policy. Resolution 91-103 governs the prohibition of engaging in this type of behavior and sets forth the consequences of violation. This class educates our employees on the dangers and costs of substance abuse and Resolution 91-103. Benefits of Attending This Class Attendees understand the scope of, dangers, costs, and legal ramifications that stem from substance abuse. Attendees are familiar with Clayton County Government’s drug free workplace rules. Attendees understand their roles, rights, and responsibilities under Resolution 91-103. Attendees are familiar with the common types of illegal drugs and their effects. Attendees understand Clayton County’s testing process. Attendees are aware of the benefits of our employee assistance program. This class is designed to benefit veterans and newly appointed personnel . The delivery method includes lecture, discussion, and hands-on activities. Course Content The course content for D RUG WARENESS A 115 is as follows: % Provide background information on alcohol/substance abuse % Review Resolution 91-103 % Review rights, roles, and responsibilities under Resolution 91-103 % Define drug abuse, review the two types of dependency, review stages of addiction % Discuss the outcomes of substance abuse % Identify commonly used illegal drugs and their effects % Identify commonly used legal drugs and their effects % Review the prescription drug component of Resolution 91-103 % Review reasons to be tested and drug testing process as defined in Resolution 91-103 % Review consequences of testing results % Discuss the employee assistance program % Discuss tips and techniques to use when dealing with an intoxicated employee

Section 3 Page 18 WORKPLACE VIOLENCE Course #116 - Length: 2 ½ Hours General Description Do you know that 54 million Americans have admitted to being bullied in the workplace at some point during their careers? According to statistics released by the Society of Human Resources Management, on average, at least one employee is killed weekly as a result of workplace violence; and, 25 more are injured. Most alarming is the fact that most of the perpetrators in these crimes exhibited warnings signs well before the acts were committed. According to research, a lot of organizations do not take a proactive approach to preventing workplace violence. Clayton County Board of Commissioners is adamant about providing a safe workplace for the employees of Clayton County Government, and takes a proactive approach to eradicate this behavior from our work environment. The purpose of this discussion is to build awareness and discuss Clayton County’s behavioral expectations. The goal is to maintain a safe, productive work environment in which we can flourish. Benefits of Attending This Class Attendees can define violence and identify the various forms it assumes. Attendees understand the main causes of violence and the basic motives of perpetrators. Attendees can identify the stages and signs of violent behavior. Attendees understand the characteristics of perpetrators. Attendees can identify methods to prevent and diffuse violent situations. Attendees understand how domestic violence impacts the workplace. Attendees can identify ways to enhance security systems and rules. Attendees can identify the information needed to report an incident. This class is excellent for veterans and newly appointed personnel. The delivery method include lecture, discussion, case study, video, self assessments, and hands-on activities and exercises. Course Content The course content for WORKPLACE VIOLENCE 116 is as follows: % Explore the definition of violence and its various forms % Explore the increased risk factors of violence % Explore the causes of violence and the basic motives of perpetrators % Identify the stages and signs of violence and explore intervention techniques % Discuss the characteristics of perpetrators % Identify tips and techniques to prevent and diffuse violence % Identify best practices when responding to direct attacks % Explore domestic violence and its impact on the workplace % Identify tips and techniques to enhance the effectiveness of security systems and rules % Review reporting techniques

Section 3 Page 19 HIPAA PLAN TRAINING Course # 118 - Length 2 ½ Hours General Description The Health Insurance Portability and Accountability Act (HIPAA) is a federal law that protects the confidentiality of medical and health information. Violation of the HIPAA law results in severe penalties; penalties can range upwards to $250,000 and 10 years imprisonment. HIPAA imposes personal liability on those found violating the Act. In an effort to adhere to the HIPAA law and to protect the employees of Clayton County government, we offer on-going HIPAA training to ensure that our employees are familiar with this federal mandate and the consequences of violation. This is a must-have class for all employees . Benefits of Attending This Class Attendees are familiar with the regulations that govern the HIPAA law. Attendees can make informed choices when carrying out daily work activities. Attendees are familiar with Clayton County’s Privacy Rule. Attendees are familiar with their rights, roles, and responsibilities under the HIPAA law. Attendees are familiar with various security measures to protect the information that is in their care. This class is designed to benefit veterans and newly appointed employees. The delivery method includes lecture and discussion. Course Content The course content for HIPAA PLAN 118 is as follows: % Provide an overview of the HIPAA law: % What is HIPAA? % What and how does HIPAA protects? % Portability and accountability measures of the HIPAA Law % Ways an individual can be exposed to HIPAA sensitive information % Rights, roles, and responsibilities % Clayton County Government’s privacy rule % Clayton County Government’s privacy officials % Compliant forms and authorization forms % Security measures

Section 3 Page 20

Managers and Supervisors Training Courses Leading with Pride - Striving for Excellence

Section 4 Page 2 MANAGEMENT PROFESSIONAL DEVELOPMENT CERTIFICATE PROGRAM Clayton County has a leadership staff that is highly talented, exceptionally skilled, and well prepared to lead and manage the complexities of today’s work environment. Our leadership team produces results that make Clayton County stand heads and shoulders above the surrounding counties. Clayton County is committed to providing our leaders with support and the tools they need to maintain our competitive edge. The goal of this program is to provide our managers and supervisors with the tools they need to achieve the goals of the organization, enhance personal and professional growth, and to provide developmental opportunities to our most valuable assets. Clayton County believes our leadership team must be equipped to lead during times of change and by example. Clayton County Board of Commissioner supports continuous learning. The Management Professional Development Certificate Program provides our supervisors and managers with up-to- date information that focuses on best leadership practices and principles; employment laws; and Clayton County’s policies and procedures, which include Civil Service Rules and Regulations. The program is designed to support the leader’s professional success. The Management Professional Development Certificate Program consists of twenty courses which equal fifty hours of training. Upon completion of all twenty classes, the participant is awarded the Management Professional Development Certificate Program certificate. The participant’s hard work does not go unnoticed. Upon completion, the participant is recognized through a formal graduation, and is highlighted in our quarterly newsletter. A copy of the participant’s training record is placed in his/her official personnel file. The program includes the following curriculum: 1. The Supervisor’s Job 6. Delegating & Monitoring 11. Conflict Resolution 16. Sexual Harassment Prev 2. Effective Leaders 7. Disciplining Employees 12. Problem Solving 17. Worker’s Comp/ADAAA 3. Interviewing & Hiring 8. Performance Evaluations 13. Time Management 18. FMLA 4. The Exit Interview 9. Team Building 14. Managing Meetings 19. Drug Awareness 5. Effective Communication 10. Motivating Employees 15. Cultural Diversity Mgmt 20. Workplace Violence The classes are designed to benefit veteran and newly appointed supervisors and managers. The classes focus on various issues managers and supervisors face on a daily basis, and address issues such as building high performance teams; effectively managing conflict; using the performance evaluation as a tool to develop employees; and effectively managing time to achieve maximum results. Clayton County Board of Commissioners provides our employees with the valuable benefit of continuous learning. We invite you to take advantage of this wonderful opportunity!

Section 4 Page 3 THE SUPERVISOR’S JOB Course #200 - Length 2 ½ Hours General Description Okay, you’re a supervisor now; where do you go from here? In the workplace, becoming a part of the leadership team is a goal for most people. However, be warned...the role of a supervisor differs greatly from the roles of the support staff. When you become a supervisor, you will be given more tasks and responsibilities. Depending on others to get your job done is one of the main differences between being a supervisor and being a technician. Your mission is to successfully navigate from employee to supervisor. The path may be blocked by many challenges along the way. The skills required for supervision are a lot different from those of a technician. This class is designed to help the newly appointed supervisor make a successful transition from employee to supervisor. For the veteran supervisor, this class is designed to expand your skill set; and to re-affirm practices and principles. Benefits to Attending This Class Attendees have a deeper insight into the various roles supervisors are required to assume. Attendees can identify the five main responsibilities of performance management. Attendees understand the importance of employee retention. Attendees are aware of the traits, behavior, and attitudes of a successful supervisor. Attendees explore and discuss best principles and practices of supervision. This course benefits veterans and newly appointed supervisors/managers. The delivery method includes lecture, discussion, video, and hands-on activities. Course Content The course content for The Supervisor’s Job 200 is as follows: & Explore and discuss the various roles of the supervisor & Explore how employee laws and internal policies affect decision making & Discuss the five main responsibilities of a supervisor & Explore the components of performance management & Discuss the impacts ineffective communication has on the supervisor’s effectiveness & Discuss the characteristics and traits of an effective supervisor & Discuss the possible impacts of friendship and supervision & Discuss the importance of developing ground rules & Identify the deadly mistakes of supervision & Explore methods to use when faced with difficult situations

Section 4 Page 4 EFFECTIVE LEADERS Course 201 - Length: 2 ½ Hours General Description Effective leaders are responsible for taking the organization to the next level. Some people are under the assumption that leadership and management are one in the same. A wise man once said, “managers manage processes”; “leaders manage people.” An effective leader can rally his/her team members around a common goal, convince them of its value, and provide the tools and support they need to achieve the goal. It takes a special set of skills for a leader to effectively lead others. Some believe leaders are born; however, this thinking has been proven incorrect. Although some people have natural born leadership abilities, leadership skills can be learned and applied. This class provides up-to-date information, techniques, practices, and principles to enhance leadership skills. This is a must-have class for managers and supervisors who are interested in expanding their professional growth. Benefits to Attending This Class Attendees understand the different roles of a manager, supervisor, and leader. Attendees can identify the characteristics of effective leaders. Attendees can identify leadership behavior that gain credibility and commitment. Attendees can identify the four main leadership styles, and complete an assessment to determine his/her leadership style. Attendees become familiar with the theory of situational leadership. Attendees can identify positive techniques to enhance their power bases. This course benefits veterans and newly appointed managers/supervisors. The delivery method includes lecture, discussion, self assessment, and hands-on activities. Course Content The course content for Effective Leaders 201 is as follows: & Contrast the definitions and traits of a leader, manager, and supervisor & Discuss the qualities and characteristics of an effective leader & Discuss techniques to build and maintain credibility & Discuss the four main leadership styles & Discuss the theory of situational leadership and techniques to adjust to situation & Discuss five steps to establish leadership & Discuss power bases and ways to increase leadership influence & Discuss techniques to assume a leader’s mentality

Section 4 Page 5 INTERVIEWING AND HIRING Course #202 - Length 2 ½ Hours General Description The goal of the employment interview is to pick the most qualified, best-suited applicant for the job. Hiring a highly talented employee who is motivated to exceed expectations is every manager’s dream; however, hiring an employee who lacks skill and motivation can be a manager’s worst nightmare. The hiring decision is one of the most important decisions a manger makes. Hiring the best person for the job is no accident. It takes skill and preparation to have a successful outcome. Interviews are time consuming and costly; an effective manager strives to get it right the first time. The first step is knowing what you want and need in a candidate as defined by the requirements of the job. Second, a manager must be aware of the legal pitfalls that surround the employment interviewing process. This class is designed to help you enhance your interviewing skills. Benefits of Attending This Class Attendees can define the purpose and components of an interview. Attendees recognize the various types of interviews and their significance. Attendees understand the importance of hiring the best fit for the job. Attendees can identify the steps to a successful interview. Attendees are introduced to Clayton County’s employee process. Attendees can develop an applicant’s profile. Attendees can identify interviewing strategies. Attendees recognize the legal pitfalls surrounding the employment interviewing process. This class benefits veterans and newly appointed manager/supervisors. The delivery method includes lecture, discussion, self assessment, video, and hands-on activities. Course Content The course content for Interviewing and Hiring 202 is as follows: & Define interview and identify and discuss its components and purposes & Discuss types of interviews, their significance, and their pre-determined purposes & Discuss the importance of hiring the best qualified person & Identify the steps and preparation process for a successful interview & Discuss Clayton County Government’s employment process sequence & Develop a candidate’s profile to determine behavior and technical skills needed & Examine various tools to be used to conduct a successful interview & Discuss interviewing strategies and legal pitfalls surrounding the interviewing process

Section 4 Page 6 THE EXIT INTERVIEW Course #203 - Length: 2 ½ Hours General Description Terminations of the employment relationship between employee and employer can be initiated by the employee or by the employer. Employee initiated terminations include quits, resignations, and retirements; employers terminate the relationship due to disciplinary reasons, performance issues, and permanent reductions in staff. The objectives of the exit interview are to improve working conditions; to avoid litigation; to identify trends; and to reduce employee turnover. The exit interview provides Clayton County an unique opportunity to review our management practices, and limit lawsuits that can arise from wrongful discharge and discrimination claims. Attending this class is a worthwhile investment of time for all managers and supervisors. Benefits to Attending This Class This training is excellent for veterans and newly appointed managers/supervisors . The course is designed to help supervisors improve their exit interviewing skills. Attendees understand the objectives of the exit interview. Attendees understand his/her and Human Resources’ roles in conducting an exit interview. Attendees understand the importance of and how to complete the separation form. Attendees are familiar with other forms required for termination. Attendees understand Clayton County’s policy on providing references for separating employees. Attendees discuss tips and pitfalls of providing personal references. The delivery method includes lecture. Course Content The course content for The Exit Interview #203 is as follows: & Discuss objectives of the exit interview & Review Clayton County’s exit interview process & Discuss and review separation form, exit interview survey, and personnel action form & Discuss completing the exit interview outline & Discuss Human Resources’ role in conducting exit interviews & Explored employee retention tips & Discuss Clayton County’s policy regarding providing employee references & Discuss tips and possible negative impacts of providing personal references & Discuss the department’s and Human Resources’ roles in unemployment benefits

Section 4 Page 7 EFFECTIVE COMMUNICATION Course #204 - Length: 2 ½ Hours General Description Think about it for a minute...every aspect of a leader’s job involves effective communication. A leader disciplines, motivates, coaches, councils, instructs, resolves conflict, and relay important information such as goals, standards, and expectations. Effective communication and interpersonal skills are the defining attributes that separate good leaders from great ones. It is estimated that managers/supervisors spend 80% of their time at work engaged in communication. A survey conducted from the research efforts of Katz Business School stated that a poor communicator will more than likely be a poor leader. Communication is a process, and can be improved. However, it takes dedicated practice and commitment to keep skills sharp! Benefits to Attending This Class Attendees examine own communication style, and decide if changes are needed. Attendees define communication, and identify techniques to improve personal communication style. Attendees identify the barriers of ineffective communication. Attendees identify tips for communicating in a diverse work environment. Attendees recognize sender’s and receiver’s roles in the process. Attendee review tips, techniques, and benefits of assertive communication. This course is designed to benefit all supervisors/managers who want to improve/expand his/her communication style. The delivery technique includes: lecture, discussion, self assessment, and hands-on activities. Course Content The course content for Effective Communication 204 is as follows: & Define the communication process and identify communication barriers & Discuss the impacts ineffective communication has on leadership credibility & Identify techniques to manage the rumor mill, and discuss the benefits of transparency & Discuss the reasons communication fail and intervention techniques & Explore the sender’s and audience’s roles in the communication process & Explore effective listening techniques & Discuss the benefits, tips, techniques, and objectives of assertive communication & Explore verbal, written, vocal, and physical tools to enhance communication & Identify techniques to effectively communicate with employees, peers, and managers & Explore communicating in difficult situations and with different personality types

Section 4 Page 8 DELEGATING AND MONITORING Course 205 - Length: 2 ½ Hours General Description If you fail to delegate, you are not maximizing your resources. Delegating is a fundamental aspect of a manager’s job. When delegating properly, you stop being the super-technician or the super-clerk; instead, you are managing your workload and leading your staff. Properly delegating work offers many rewards. When you delegate, you give yourself the opportunity to focus on other aspects of your career, and you give your employees the opportunity to learn and grow. Delegation produces win-win outcomes for everyone concerned. Benefits of Attending This Class Attendees can define delegation of authority and its components. Attendees can identify the tools of an effective leader. Attendees understand the four levels of delegation of authority. Attendees can identify reasons supervisors/managers fail to delegate, and the outcomes of not delegating. Using a delegation model, attendees can identify whom to delegate to, what tasks to assign, what level of responsibility to give, and how to implement monitoring techniques. This course is excellent for veterans and newly appointed supervisors/managers. The delivery method includes lecture, discussion, self assessment, role plays, and hands-on activities. Course Content The course content for Delegating & Monitoring 205 is as follows: & Define delegation and its components & Identify tools effective leaders use & Assess own delegation style & Explore the four levels of delegated authority & Explore the characteristics of a Micro Manager and an Abdicator & Explore reasons supervisors/managers fail to delegate. & Identify the benefits of delegation & Explore a delegation model that identifies whom to delegate to, tasks to assign, level of authority to give, and monitoring techniques & Explore delegation planning, which includes preparing employees for delegation & Introduction to project planning

Section 4 Page 9 DISCIPLINING EMPLOYEES Course #206 - Length: 2 ½ Hours General Description For many supervisors, discipline is synonymous with punishment. Some see it as a method of exerting control and power over employees. However, discipline can be an opportunity to make positive changes. It opens the doors to problem solving, growth, and increased productivity. Effective supervisors/managers use discipline as a preventive tool. Many supervisors/managers are slow to discipline. The truth is, disciplining employees can be tough. However, it is the job of the supervisor/manager to enforce Clayton County Government’s polices. When discipline is viewed as an opportunity for growth and increased understanding, it becomes a tool instead of an unpleasant task. This class focuses on using discipline as a tool to develop our employees. Benefits of Attending This Class Attendees can identify the four deadly sins of disciplining employees. Attendees can identify the components of performance management, and tie it to the progressive discipline process. Attendees understand the impacts ineffective communication has on the disciplinary process. Attendees understand how goal setting, coaching, and counseling work with the disciplinary process. Attendees understand the progressive discipline model, various disciplinary actions, and related forms. This class benefits veterans and newly appointed manager/supervisors . The delivery methods includes lecture, discussion, hands-on activities, and role plays. Course Content The course content for Disciplining Employees 206 is as follows: & Identify the four deadly sins of disciplining employees & Identify various federal laws that impact equal opportunity and employment practices & Explore the definition of performance management and its components & Review the communication process, and its impact on the disciplinary process & Explore an analytical approach to problem solving & Explore the impacts coaching, counseling and goal setting have on discipline & Explore effective documentation techniques & Examine progressive discipline and its components & Identify various disciplinary actions, and their impacts & Review related forms

Section 4 Page 10 PERFORMANCE EVALUATION PROGRAM Course 207 - Length: 2 ½ Hours General Description Performance evaluation is a powerful tool. It can be used to promote growth, establish goals, commend an employee for a job well done, document performance problems, and discipline employees. Through the performance evaluation, the leader motivates, builds trust between the organization and the employee, and provides guidance. As you can see, the benefits of conducting fair, accurate, and timely performance evaluations are many. Our goal is to rate our employees fairly, and reap the benefits of the performance evaluation program. This course focuses on eliminating subjectivity from the process by using proper documentation, performance management, and goal setting as means to evaluate employees. Benefits to Attending This Class Attendees are aware of the benefits of conducting fair, accurate performance evaluations. Attendees are aware of the main objectives of the performance evaluation. Attendees can identify various tools that can be used to conduct effective evaluations. Attendees understand how to establish goals, metrics, and standards based on job characteristics. Attendees understand how to tie established goals, metrics, and standards to the performance evaluation. Attendees understand how to set duty-responsible goals. Attendees can identify rater’s errors that impeded the accuracy of the performance evaluation. Attendees understand the legal ramifications that impact conducting performance evaluations. This class is excellent for veterans and newly appointed supervisors/managers . The delivery method includes lecture, discussion, and hands-on activity. Course Content The course content for Performance Evaluation Program 207 is as follows & Overview and purpose of the performance evaluation program & Overview of performance management and its components & Discuss the benefits of having a great performance evaluation program & Identify and discuss tools that can be used for conducting performance management & Discuss establishing standards, metrics, and goals based on job function and tasks & Discuss how to relate standards, metrics, and goals to the performance evaluation & Review the steps to conduct an effective performance interview & Use the SMART goal model to set duty responsible goals & Discuss coaching and counseling as it relates to performance management & Discuss techniques that can be used to create effective documentation & Identify and discuss rater’s errors and intervention strategies & Discuss the elements of the performance evaluation interview

Section 4 Page 11 BUILDING HIGH PERFORMANCE TEAMS Course 208 - Length: 2 ½ Hours General Description Do you lead a group or a team - there is a big difference! When you lead a team, its members are working together towards a common goal. The benefits of high performance teams include: increased productivity, great work environment, high morale among team members, synergy, effective communication, and shared responsibility. However, getting everyone dancing to the beat of one drum is not easy. Leaders who lead outstanding teams understand that it takes hard work to establish and maintain a high performance team. Team building is not a one-shot affair. Effective leaders understand and apply the rules of team building. They are able to create an environment that promotes and sustains team work, and they effectively manage different personality types. Team work is essential to governmental agencies; we are required to be effective and efficient. A high performance team is able to produce more with less resources, have a high degree of respect among team members, and have more fun getting the work done. Benefits of Attending This Course Attendees can define team building and its concepts. Attendees can identify techniques to effectively manage negative behavior. Attendees can identify team members’ roles, and their impact on team success. Attendees understand the value of establishing team ground rules and values. Attendees understand the rules of team building and implementation techniques. Attendees can identify the 4 stages of team development, and the role of the manager/supervisor within each component. Attendees can identify techniques to evaluate team success, and tips to motivate team members. This course is excellent for veterans and newly appointed employees . The delivery method includes lecture, discussion, self assessment, team exercises, and hands-on activities. Course Content The course content for Building High Performance Teams 207 is as follows: & Define team building and its concept and components & Identify team members’ roles, and discuss the impacts these roles have on team work & Discuss the rule of team building & Identify the 4 stages of team development, and discuss the leader’s role & Identify techniques to evaluate team performance & Identify techniques to develop team values, goals, and ground rules & Review techniques to motivate team members & Discuss techniques to build team trust, resolve conflict, and enhance decision making & Identify strategies to manage negative behavior

Section 4 Page 12 MOTIVATING EMPLOYEES MOTIVATING EMPLOYEES MOTIVATING EMPLOYEES MOTIVATING EMPLOYEES Course #209 - Length: 2 ½ Hours General Description When have you been most proud at work? When asked this question, surprising, most people don’t mention money or advancement. The answers most give are: when thanked for a job well done, when given trust to take on more responsibility, and when taken to lunch by a supervisor. It’s clear, a manager/supervisor has a tremendous affect on the contentment of his/her employees. What motivational tools do you use to keep your employees engaged and productive? Some managers/supervisors believe motivating employees is not a component of his/her job. However, the quality of work and employee behavior are directly related to his/her motivational state. The motivational state of an employee is the difference between a highly committed employee and an employee who is not. Keeping employees motivated is an essential function of every manager’s/supervisor’s job. Benefits of Attending This Training Attendees can define motivation from a psychological view point. Attendees understand the variety of skills and techniques needed to motivate his/her employees. Attendees can identify methods for self motivation. Attendees understand the methods of influence, and the techniques to apply them. Attendees can identify indicators of lack of motivation. Attendees can implement motivational techniques by using an employee behavioral model and skill set. Attendees can identify factors that affect employee motivation, and implement strategies to manage these factors. Attendees can identify the mistakes managers/supervisors make in their motivational approaches. This course is designed to benefit veterans and newly appointed managers/supervisors . The deliver method includes lecture, discussion, self assessment, and hands-on activities. Course Content The course content for Motivating Employees 209 is as follows: & Define motivation from a psychology perspective & Examine leadership qualities needed to motivate employees & Identify techniques to manage negative behavior & Identify techniques for self motivation & Identify methods of influence and indicators of lack of motivation & Explore behavioral model and employee skill set - determine motivational needs & Determine, develop, and implement motivational techniques

Section 4 Page 13 CONFLICT RESOLUTION Course # 210 - Length: 2 ½ Hours General Description Conflict in the workplace is inevitable, and can erupt over just about anything. What matters most in conflict resolution is behavior. When we use positive approaches to resolving conflict, we increase our chances of a positive outcome. A leader who fails to effectively manage conflict will find himself/herself leading a dysfunctional team. When managed properly, conflict creates an opportunity to learn, grow, and problem solve; however, mismanaged conflict will destroy everything in its path. Leaders cannot afford to be reactive and passive when managing conflict. An effective leader uses conflict as an opportunity, and employs various skills and techniques to effectively manage the situation. Ideally, leaders strive to achieve win-win outcomes in the conflict resolution process. Benefits of Attending This Class Attendees can define conflict, and identify its possible sources. Attendees understand the supervisor’s/manager’s role in the conflict resolution process. Attendees can identify the stages of conflict, and implement intervention techniques. Attendees can identify conflict resolution strategies and approaches. Attendees understand the impacts and outcomes of poorly managed conflict. Attendees can identify the steps in conflict management. Attendees can identify various forms of intervention. This course benefits veterans and newly appointed managers/supervisors. The delivery technique includes lecture, discussion, self assessment, video, and hand-on activities and exercises. Course Content The course content for Conflict Resolution 210 is as follows: & Define conflict and identify possible sources & Discuss the leader’s role in conflict management & Identify stages of conflict, and discuss intervention methods & Explore conflict management strategies & Examine possible outcomes of conflict management initiatives & Identify steps in conflict management & Identify forms of intervention & Review tips on specific scenarios

Section 4 Page 14 PROBLEM SOLVING Course #211 - Length: 2 ½ hours General Description Leaders who possess exceptional problem solving and creative thinking skills are the innovators that drive their organizations to greater heights. Problem solving is an on-going aspect of a leader’s job. As a leader advances up the career ladder and assumes more responsibility, problem solving becomes more complex. A leader must take a proactive role when it comes to problem solving. Problem solving is a systematic method of overcoming obstacles and problems. For the leader, a systematic approach is always best. It allows the leader to justify decisions, minimize errors, stay on target, and capture the best solution. This course focuses on developing and enhancing problem solving and creative thinking skills. Benefits to Attending This Class Attendees are able to define problem solving and identify the steps in the problem solving process. Attendees identify the costs of ineffective problem solving. Attendees understand the need to include all key parties in the problem solving process, and make it a team effort. Attendees understand the unique skills needed to solve non-routine problems. Attendees understand techniques for gathering and analyzing data related to the problem solving process. Attendees are familiar with problem solving techniques such as lateral thinking. Attendees can identify negative behavior the impede the problem solving process, and can identify intervention methods. Attendees understand the special considerations when leading in times of change. Course Content The course content for Problem Solving 211 is as follows: & Define problem solving, and examine its steps and components & Examine the costs and misconceptions of ineffective problem solving & Explore the difference between routine and non-routine problems & Identify tools of analysis that maximize outcomes & Explore the information gathering process & Identify negative behavior that impede the problem solving process & Identify techniques that enhance positive behavior & Discuss managing change, and strategies to overcome resistance to change & Identify strategies to enhance creative thinking skills

Section 4 Page 15 TIME MANAGEMENT Course # 212 - Length: 2 ½ Hours General Description Experts report we are time starved. Most people simply do not have enough time during the course of a day to do what needs to be done, and have some time left over for leisure activities. We live in a fast paced world that consists of heavy workloads, deadlines, unexpected interruptions, and family responsibility. Sometimes it’s difficult to balance professional, personal, and family responsibilities. In this equation, personal responsibilities seem to lack the highest degree of attention; which leaves us stressed and unproductive. Time management is a systematic method of planning and maximizing your time to enhance your professional and personal goals. Good time managers can effectively balance all areas of their lives, and thus enjoy professional and personal success. This class focuses on employing techniques to maximize your time so you can enjoy the benefits of effective time management. Benefits to Attending This Class Attendees can analyze how they are using their time, and assess their time management type. Attendees recognize time as being a very valuable asset. Attendees can define time management, and identify several time management traps and techniques. Attendees can choose and develop time management techniques that compliment their time management style. Attendees can select a time management technique to compliment the norms of his/her environment. This course benefits veterans and newly appointed supervisors/managers. The delivery technique includes lecture, discussion, case study, video, self assessment and hand-on activities Course Content The course content for Problem Solving 212 is as follows: & Define time management & Explore efficiency vs effectiveness and average vs great in regards to time management & Explore time management types and traps & Identify workplace norms, and implement effective time management techniques & Identify various time management tools & Discuss goal setting, prioritizing, communicating effectively, delegating, controlling procrastination, and handling correspondence and drop-ins as time management tools & Tips on making time management work for you

Section 4 Page 16 MANAGING MEETINGS Course # 213 - Length: 2 ½ Hours General Description Effectively managing meetings is actually a time management tool. Productive meetings problem solve, build loyalty and morale, put all stakeholders on the same page, build consensus and increase productivity. However, according to researchers, most people describe meetings as boring, a pain in the neck, and a total waste of time. Hopefully, your employees do not feel that way about your meetings. This course focuses on expanding the leader’s skills to hold effective, productive meeting. Preparing for a meeting requires 90% planning and 10% actual meeting time; this course is designed to focus on these two aspects. Benefits to Attending This Class Attendees can determine when its more advantageous to have meetings. Attendees understand the types of meetings, and their pre-determined purposes. Attendees understand the general guidelines to planning an effective meeting. Attendees can identify the steps to plan an effective meeting. Attendees understand the steps and benefits of conducting private meetings with employees. Attendees can identify strategies to manage negative/distracting behavior during a meeting. This course benefits veterans and newly appointed managers/supervisors . The delivery method include lecture, discussion, hands-on activities, and exercises. Course Content The course content for Managing Meeting 213 is as follows: & Identify and explore the elements of a productive meeting vs an ineffective one & Determine when to hold a meeting, and who should attend & Explore the different types of meetings, and their pre-determined purposes & Plan an effective meeting by using its pre-determined purpose & Explore general meeting guidelines & Review steps to plan and facilitate an effective meeting & Compose correspondence announcing an upcoming meeting & Conduct private meetings with employees & Establish strategies to encourage participation, and manage negative behaviors