CPS Classroom Training Course Catalog Revised October 9, 2009 CPS Human Resource Services Classroom Training Course Catalog Submitted By: CPS Human Resource Services 444 North Capitol St., Suite 544 Washington, DC 20001 t: 202.355.7308 f: 202.220.1394 www.cps.ca.gov Tax ID; 68-0067209 NIH BPA#: HHSN26399990841B MOBIS Contract#: GS10F0437M Duns: 128512480 NAICS Code: 541611 Gilbert L. Johnson Managing Director, Consulting Services East/Federal i CPS Human Resource Services Course Listing of Off-the-Shelf Classes Revised October 9, 2009 The CPS Classroom Training Catalog contains course titles, brief course descriptions and instructor bios of CPS Human Resource Services “off the shelf” courses offered in the Metro Washington, DC area. CPS may also recommend that clients consider customizing courses, depending on the goals and objectives of the training. Please contact Rhonda Gordon for information regarding course fees, and to discuss arrangements for training at your location. Rhonda Gordon (202) 744-5560, rgordon@cps.ca.gov. Course Topic Duration 1. 360 Evaluation and Feedback 1 day 2. Business Etiquette and Professional Presence ½ day 3. Career Development -Career Match 1 day 4. Change Management 1 day 5. Coaching and Skill Transfer Workshop 1 day 6. Coaching for the Emerging Leader 1 day 7. Collaboration Skills for Supervisors 1 - 2 day 8. Communicating Effectively ½-1 day 9. Conflict Management 1 day CPS instructors who can teach this course topic* Snyder, Elly Tamagna, Jane Karpas, Arlene Norman, Gloria Karpas, Arlene Parker, Cara Smikle, Joanne Heil, Richard Karpas, Arlene Norman, Gloria Smikle, Joanne Snyder, Elly Tamagna, Jane Crowe, Sandy Heil, Richard Karpas, Arlene Smikle, Joanne Crowe, Sandy Karpas, Arlene Smikle, Joanne Karpas, Arlene Smikle, Joanne Heil, Richard Karpas, Arlene Norman, Gloria Parker, Cara Smikle, Joanne Heil, Richard Karpas, Arlene Norman, Gloria Parker, Cara Page 1 2 3 4 5 6 7 8 9 i 10. Continuous Improvement (Introduction to) 1 day 11. Customer Service Excellence 1 day 12. Difficult People, Dealing with ½ day 13. DiSC Personal Profile System ½ day 14. Diversity: Valuing Diversity 1 day 15. Effective Listening 1 day 16. Effective Presentations 2 days 17. E-Mail: Managing the Monster ½ day 18. Emotional Intelligence ½ - 1 day 19. Facilitation Workshop 2 day 20. Generational Challenges and Opportunities in the Workplace ½ day 21. Grammar and Punctuation Brush Up 1 day 22. Improving Employee Performance and Accountability 1 - 3 day 23. Influencing Others ½ - 1 day 24. Interpersonal Communication Skills 2 day 25. Language: The Power of Generative Language 1 day Smikle, Joanne Parker, Cara Snyder, Elly Tamagna, Jane Heil, Richard Karpas, Arlene Norman, Gloria Smikle, Joanne Snyder, Elly Crowe, Sandy Heil, Richard Gordon, Rhonda Snyder, Elly Norman, Gloria Smikle, Joanne Karpas, Arlene Karpas, Arlene Smikle, Joanne Norman, Gloria Snyder, Elly Tamagna, Jane Karpas, Arlene Smikle, Joanne Stroul, Neil Karpas, Arlene Smikle, Joanne Snyder, Elly Tamagna, Jane Karpas, Arlene Norman, Gloria Stroul, Neil Norman, Gloria 16 Heil, Richard Karpas, Arlene Snyder, Elly Tamagna, Jane Heil, Richard Karpas, Arlene Norman, Gloria Crowe, Sandy Norman, Gloria Smikle, Joanne Crowe, Sandy 22 10 11 12 13 14 15 17 18 19 20 21 23 24 25 ii 26. Leadership Essentials 2 day 27. Managing from the Middle 1 – 3 day 28. Meetings that Produce Results 2 day 29. Mentoring Skills for Mentees 1 ½ day 30. Mentoring Skills for Mentors ½ day 31. Motivating Employees Non-Monetarily 1 day 32. Myers-Briggs Type Indicator for Individuals 1 day 33. Myers-Briggs Type Indicator for Teams 1 day 34. Performance Management 1 – 3 day 35. Persuasive Communications 1 day 36. Problem Solving and Decision Making: The Basics 1 day 37. Process Review: Doing the Work Faster and Better 38. Professional Presence and Business Etiquette 1-2 day ½ day 39. Professional Writing: Ensure it is Read and Understood 40. Project Management: The Basics 1-2 day Snyder, Elly 39 1 day 2 - 3 day Karpas, Arlene Norman, Gloria Parker, Cara Snyder, Elly Tamagna, Jane Parker, Cara 40 41. Project Management 42. Strategic Planning Overview 1 day Smikle, Joanne Tamagna, Jane 42 Karpas, Arlene Norman, Gloria Smikle, Joanne Snyder, Elly Tamagna, Jane Snyder, Elly Tamagna, Jane Heslin, James Snyder, Elly Heslin, James Snyder, Elly Gordon, Rhonda Snyder, Elly Gordon, Rhonda Karpas, Arlene Snyder, Elly Gordon, Rhonda Karpas, Arlene Snyder, Elly Heil, Richard Karpas, Arlene Norman, Gloria Snyder, Elly Tamagna, Jane Karpas, Arlene Norman, Gloria Norman, Gloria Snyder, Elly Tamagna, Jane Snyder, Elly Tamagna, Jane Karpas, Arlene 26 27 28 29 30 31 32 33 34 35 36 37 38 41 iii 43. Stress Management 1 day 44. Succession Planning Workshop: The Basics 45. Supervisory Skills: Interpersonal Focus ½ day 2 day 46. Teams: Building High Performing Teams 1 - 3 day 47. Team Leader Workshop 1 - 2 day 48. Time Management 49. Writing Style Tips RESUMES 1 day 1 day Crowe, Sandy Norman, Gloria Tamagna, Jane Heil, Richard Karpas, Arlene Norman, Gloria Smikle, Joanne Karpas, Arlene Norman, Gloria Snyder, Elly Tamagna, Jane Norman, Gloria Smikle, Joanne Karpas, Arlene Snyder, Elly 43 44 45 46 47 48 49 50 iv 360 (AKA Multi-rater) Feedback and Evaluation 1-day course Professional development is an ongoing process, requiring continuous attention, effort, and feedback. It involves looking forward and asking the question: “what strengths do I want to build on, and what areas do I want to improve?” 360 feedback assessments are powerful tools for helping individuals improve, grow, and develop their interpersonal skills. No matter what position you hold in a company, it is important to understand how others (boss, peers and customers) perceive your effectiveness as a leader. 360-degree feedback from supervisors, coworkers and direct reports is valuable in improving both organizational and individual performance. Objectives: Understand the value and purpose of taking a 360 assessment Learn how to read the results of a 360 by looking at a sample report Review your personal 360 results Discuss areas of strength, and areas for development Construct a framework for developing your leadership skills Create a development plan for enhancing your leadership abilities Begin working on your leadership development plan Instructors: Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides 360 instrument (TBD) and scoring Return to Course Listing 1 Business Etiquette and Professional Presence 1/2-day course Are you putting your best foot forward as a business professional? This half-day course will teach you the “ins and outs” of professional presence and allow you to feel confident in your internal and external dealings. Objectives: Remember names and build rapport with business associates Use appropriate handshakes, eye contact, and body language Use proper business etiquette on the phone, as well as in e-mail and voice-mail Dress for success Game Plan–develop goals to activate and reinforce the training Instructors: Arlene Karpas Gloria Norman Materials: Participant Handouts PowerPoint Slides Return to Course Listing 2 Career Development - Career Match 1-day course Are your talents, interests, values and personal qualities being fully utilized in your job? Do you like your job but want to get energized and excited about work again? In this one-day course you will construct a Career Development Plan that outlines available internal and external resources that will enable you to return to work refreshed, positive and focused on partnering with your agency in achieving your professional goals. Objectives: Specifically you will: Identify issues and trends in the public sector and their potential impact on your career development Develop a Career Vision – what you want your future work life to look like Identify potential career matches by reviewing results from a personalized career/personality inventory and comparing to current “hot jobs” in the public sector Outline a Career Development Plan to achieve your Career Vision Design strategies to implement your Career Development Plan back on the job the very next day! Note: This course may include one or more personality/career inventories. If so, the inventory must be completed at least one week prior to class. Once registered, you will receive information regarding how to complete these assessments. Your personalized report will be given to you in class. Instructors: Arlene Karpas Cara Parker Joanne Smikle (currently teaching a series of these courses for EPA) Materials: Participant Handouts PowerPoint Slides Career/Personality Inventory (TBD) Return to Course Listing 3 Change Management 1-day course This course focuses on two aspects of the change process: (1) Initiation, planning, and implementing changes in the workplace, and (2) Management of the change process through effective interaction with individuals, teams, and stakeholders. Objectives: Plan effectively for change Implement and execute change plans Identify, understand, and handle resistance to change Cultivate commitment to the change process and promote buy-in and involvement Manage and work on teams successfully during the change process Instructors: Richard Heil Arlene Karpas Gloria Norman Joanne Smikle Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 4 Coaching and Skill Transfer Workshop 1-day course This workshop is intended for supervisors, managers and leaders who wish to guide and teach staff through brief encounters, rather than provide formal, lengthy training sessions. You will learn the fundamentals of information, knowledge and skill transfer, variations in learning styles, and specific methods of effectively coaching individuals to use new skills and knowledge. Objectives: Understand and apply the principles of effective coaching Assess your own coaching skills Identify coaching opportunities and needs Apply the necessary steps in the coaching process Successfully transfer skills to others Instructors: Sandy Crowe Richard Heil Arlene Karpas Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 5 Coaching for the Emerging Leader 1-day course This session is designed to help emerging leaders better understand what it means to be a coach as part of their stated or unstated job requirements. Participants will explore the elements of effective coaching, gain an understanding of the specific steps involved in coaching, and have time to practice being in the role of coach. At the end of the course, they will feel more confident utilizing coaching skills and incorporating these skills into their own leadership style. In addition, they will be able to convey effective coaching elements to other team members and colleagues, furthering effective leadership in the organization. Objectives: Differentiate between the role of manager, leader and coach Understand the distinctions and elements of effective coaching Practice the steps involved in coaching by using coaching situations relevant to the participants’ workplace Instructors: Sandy Crowe Arlene Karpas Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 6 Collaboration Skills for Supervisors 1 or 2-day course This course, intended for managers, supervisors and leaders, is designed to enhance skills and competencies that will promote teamwork, participation and employee involvement. The course focuses on teamwork, communication, leadership, conflict management and facilitation skills that will improve the ability to create a collaborative and synergetic work environment. Objectives: Promote team effort and team success Interact effectively with others and create an environment of open communication Identify your leadership style and strength and learn to apply them effectively and with confidence Manage conflict constructively Facilitate meetings efficiently through effective group participation and involvement Instructors: Arlene Karpas Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 7 Communicating Effectively ½ to 1-day course Communication skills are the foundation of effectiveness at work. With an emphasis on professional and clear communication, this one-half or one-day class will help you improve your oral communication skills, increase your ability to understand and be understood, and increase opportunities to demonstrate positive influence. Objectives: Describe the communication process and why it breaks down Listen effectively to coworkers and customers Differentiate between assertive, aggressive, and passive communication styles Assess the effects of different communication styles on the speaker and the listener Communicate more clearly by using appropriate non-verbal behavior Instructors: Richard Heil Arlene Karpas Gloria Norman Cara Parker Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 8 Conflict Management 1-day course This one-day class provides tools, techniques, and practice resolving work conflicts involving: employees, coworkers, supervisors, or customers. Strategies for producing win-win outcomes are emphasized in this interactive class, especially ways which guide conflict from a competitive mode towards a collaborative one. You will take a personality/conflict management inventory assessment (e.g., the Thomas-Kilmann Conflict Mode Instrument) to gain a better understanding of your preferred conflict styles, and learn to utilize this information to improve your conflict management skills. Objectives: Identify the sources of conflict in organizations, and between people Name the various styles of dealing with conflict Describe your own styles of coping with conflict Use each conflict style as appropriate Practice and encourage collaboration to resolve conflict Instructors: Richard Heil Arlene Karpas Gloria Norman Cara Parker Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality/Conflict Management Inventory (TBD) Return to Course Listing 9 Continuous Improvement (Introduction to) 1-day course You will learn the basic concepts of continuous improvement as they apply to meeting business objectives in a government setting. Objectives: Define continuous improvement Learn and use continuous improvement tools to: Identify who you are serving and what they need Set and define goals to meet or exceed customer needs Determine what you and/or your team need to improve (e.g., learn and use tracking tools to figure out what’s working and what needs to be improved) Learn how to improve it (e.g., learn and use analysis tools to figure out the best way to get a lasting fix) Determine how to know if you got it right (e.g., learn and use assessment tools to make sure the fix is the right one) Build a continuous improvement environment (introducing the concepts) Involve the team in decisions and planning Create team accountability for outcomes Address typical team problems Instructors: Cara Parker Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 10 Customer Service Excellence 1-day course This workshop builds people skills and identifies critical issues necessary to improve customer relations. Objectives: Define the basics of quality customer service Use humor, active listening, and modeling to provide exceptional service Control angry or upset customers Apply techniques to create positive rapport with customers Identify ways to deal with customer complaint and attitudes Learn and practice techniques to solve customer problems Instructor: Richard Heil Arlene Karpas Gloria Norman Joanne Smikle Elly Snyder Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 11 Difficult People, Dealing with 1/2-day course This one-day workshop helps you deal with challenging personalities in the workplace. Emphasis is on maintaining a professional approach while coping with various problem behaviors, whether it is with customers, co-workers, or even a supervisor. In this very interactive class, you will recognize specific difficult behaviors, and will have guidance for deciding what is appropriate to do about each. The intent of this workshop is that you will learn and practice options for dealing with difficult people, and leave the workshop feeling more in control, rather than feeling frustrated, helpless, or manipulated by difficult people. Objectives: Describe the causes underlying difficult behaviors Identify common difficult behaviors Use appropriate coping behaviors for dealing with difficult people Identify difficult behaviors that you display Improve interactions with difficult people Instructor: Sandy Crowe Richard Heil Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD)- optional Return to Course Listing 12 DiSC – Personal Style Survey ½ to 1-dayday course The DiSC personality inventory, developed by William Moulton Marston, profiles four primary behavioral styles, each with a distinct and predictable pattern of observable behavior. Applied in the workplace, the DISC inventory can lead to professional and personal insights. The DiSC assessment is used for personal growth and development, training, coaching, and management of self, individuals, groups, teams, and organizations. Objectives: Understand behavioral strengths and challenges in yourself and in others Learn to appreciate the differences and strengths of others Discover tools for dealing with conflict effectively Enhance teamwork and reduce team conflict Develop strategies and awareness to deal with diversity of people, their communication styles and needs Improve communication skills through understanding communication styles Instructors: Rhonda Gordon Elly Snyder Materials: Participant Handouts PowerPoint Slides DiSC Inventories Return to Course Listing 13 Diversity: Valuing Diversity 1-day course This session is designed to help employees understand the dynamics of differences in the workplace, and learn to capitalize on those differences in order to improve workplace collaboration and productivity. Objectives: Identify workplace cases and opportunities for valuing diversity Gain a fundamental understanding of diversity Increase consciousness about the impact of behavior on others through self awareness Gain an understanding of basic skills that support valuing and utilizing differences Practice basic skills to enhance business relationships Instructors: Gloria Norman Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 14 Effective Listening 1-day course This one-day class will help improve communication skills in the vital area of listening. Effective or Active Listening is a very powerful tool, but it is seldom taught formally. Effective Listening skills help in many workplace situations, including: problem solving, meeting optimization, working with customers, and when speaking to someone with a language barrier, to name a few. Objectives: Distinguish between several different types and levels of listening Recognize and avoid poor listening habits Use a variety of effective listening skills Describe your preferred listening style(s) Display appropriate nonverbal listening behaviors Instructor: Arlene Karpas Materials: Participant Handouts PowerPoint Slides Personality/listening Inventory (TBD) - optional Return to Course Listing 15 Effective Presentations 2-day course This two-day class is intended for those who have never given a presentation, are new to presenting, or would like to get more practice presenting in front of a group. Participants will have the opportunity to give a presentation using PowerPoint, and be provided ample time to prepare. Guidance and feedback are provided throughout the class to boost confidence and competence. Emphasis is placed on preparation and practice to ensure success by all. Tips will be provided on how to organize presentations, how best to prepare and practice, techniques for reducing anxiety, how to handle audience questions, and how to deal with hostile or distracting audience members. Note - Please bring to class: a laptop with PowerPoint OR a USB/flash drive, and material that you can use to create a presentation Objectives: Prepare, organize, and present information to an audience Use electronic visual aids that are clear and applicable Deliver interesting and memorable informal and formal presentations Respond to questions from the audience in a professional and constructive manner Build confidence, reduce nervousness, and increase comfort in front of a group Instructors: Arlene Karpas Joanne Smikle Materials: Participant Handouts PowerPoint Slides Return to Course Listing 16 E-Mail: Managing the Monster ½-day course E-mail is the number one form of business communication, but most people complain that e-mails take up too much of their time, increase the potential for conflict or misunderstandings, and often add to the problem rather than contributing to the solution. This workshop helps email writers and receivers manage the e-mail monster, regain significant work time, and write e-mails that lead to results, collaboration, and agreement. Objectives: What E-mail do I need to receive –and not receive – and how do I best communicate this information to senders? What do I do when I receive unproductive E-mails? How do I decide whether an E-mail is the right tool? If E-mail is the right tool, how do I write E-mails that get me what I need? How do I develop effective Subject lines, CCs, Bccs, Openings, Content? How are potential problems avoided? What do I need to consider regarding E-mail etiquette? What is an official record and what can create legal issues? Instructor: Gloria Norman Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 17 Emotional Intelligence ½ - 1 day course The Emotional Intelligence framework, or EQ, is best understood as operating in four distinct quadrants: self-awareness, self-management, interpersonal awareness and relationship management. Thus, this one day program will be divided into four modules: 1) Self-awareness is best understood as learning to notice how you notice, to learn about personal tendencies and habits that historically operate outside of conventional awareness. The first module explores personal narratives that reveal tendencies and habits. 2) The second module focuses on self-management or personal mastery, which will distinguish what it means to "have your story, rather than your story having you." This includes learning about "amygdale hijacks," which fuel emotional reactivity. 3) Interpersonal awareness, module three, focuses on two principal ideas, curiosity and empathy. 4) Module four, relationship management, explores listening modes and "communicating to learn." Objectives: To identify ways EQ can increase the effectiveness of participant’s performance To learn tools to increase individual EQ To apply EQ learning to workplace situations Instructor: Arlene Karpas Joanne Smikle Neil Stroul Materials: Participant Handouts PowerPoint Slides Return to Course Listing 18 Facilitation Workshop 2-day course In this course, you will learn various techniques, skills and methods that will enable you to facilitate group meetings, discussions and brainstorming sessions. Objectives: Apply specific behaviors to attain desired climate and results in meetings Generate and moderate discussion Use techniques of problem-analysis and decision-making in a team setting Maintain interest and involvement for all team members Utilize effective verbal skills to keep group discussion on course and focused Instructors: Arlene Karpas Joanne Smikle Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 19 Generational Challenges and Opportunities in the Workplace ½ day course Never in the history of American business have there been four generations simultaneously working together in the workplace. Generational diversity, and the challenges and opportunities that presents, will be the focus of this class. Through an interactive learning process, participants will gain a better understanding of the differences that exist between the four generations, and learn techniques to recruit and motivate them. Objectives: Provide an overview of the differences between the four generations and review common generational characteristics Understand different motivational triggers related to the different generations Discuss the new definition of “organizational loyalty” Learn new recruiting methodologies that appeal to Generation X and Generation Y Instructor: Arlene Karpas Gloria Norman Neil Stroul Materials: Participant Handouts PowerPoint Slides Return to Course Listing 20 Grammar and Punctuation Brush-Up 1-day course Is your grammar handbook collecting dust on your shelf? Why do so many writers guess at the “rules” rather than look them up? Are you drawing a blank on the following terms: “antecedent,” “dependent clause,” and “subjunctive mood?” Does the question mark go inside the closing quotation or outside? Whether you write or review documents, you will be more confident once you know the rules that govern grammar and punctuation. In this one-day class, we will review the basics of grammar, with a focus on sentence structure and syntax. As we identify and correct common grammar and punctuation errors, you will become informed drafters, making changes to your own documents as well as to those of others, not because “it sounds better,” but because you know the rules. Objectives: As a result of attending this session participants will Review the nuts and bolts of sentence structure Review correct use of commas, semicolons, colons, and dashes Identify and correct the run-on, comma splice, and fragment error Review rules of subject-verb agreement Review rules of pronoun-antecedent agreement Discuss common grammar myths, such as beginning sentences with "because;" ending sentences with prepositions, and splitting infinitives Instructor: Gloria Norman Materials: Participant Handouts PowerPoint Slides Return to Course Listing 21 Improving Employee Performance and Accountability 1 to 3-day course This course is intended for supervisors and managers who are responsible for setting expectations, improving employee performance, and ensuring employee accountability. It encompasses job documentation, communicating expectations, and coaching employees to ensure success. Participants will learn steps used to identify and establish performance measurements and conduct Performance Appraisals or create Individual Development Plans. Additionally, participants will learn to give continual affirmative and corrective feedback, as well as to provide the necessary ingredients for sufficient and effective documentation to support the progressive discipline process. Participants will know how to support the assessment of the appropriate adverse action when necessary. Most importantly, participants will be able to motivate employees to change behavior and learn the steps to sustain new performance levels. Objectives: Participants will learn how to Set expectations to ensure employee accountability Recognize the steps to identify and establish performance standards Determine performance measurements to ensure accountability for each of the competencies listed on the Individual Development Plan (IDP) Apply the steps to effectively coach employees Develop the ability to give impactful affirmative and corrective feedback Conduct a probationary performance review Conduct an effective annual performance review/Individual Development Plan Understand the necessary ingredients for sufficient and effective documentation List the steps in the progressive discipline process Support the assessment and facilitate the determination of the appropriate adverse action necessary Motivate employees to change behavior and the steps to sustain the new performance level Instructors: Richard Heil Arlene Karpas Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) Return to Course Listing 22 Influencing Others ½ to 1-day course Communicating well is a skill—influencing others is an art. In this fun, interactive workshop, participants will drill down beyond basic communication skills to get to the heart of creating influence. Attendees will learn what works and what doesn’t work, as well as how to tailor and attune their approach to the intended audience. Objectives: Practice and master specific influencing approaches Design an influencing plan using an environmental scan Absorb critical influencing concepts that drive home the need for win-win outcomes Plan and practice workplace and personal influencing situations in class Instructors: Arlene Karpas Richard Heil Gloria Norman Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 23 Interpersonal Communication Skills 2-day course Interpersonal skills are the foundation for effective relationships at work. With an emphasis on professional and clear communication, this 2-day interactive training will help improve oral communication skills, increase the ability to understand and be understood, and help you create more positive influence. This class provides participants opportunities to practice these skills, and to discuss and solve actual interpersonal work issues. Create a better first impression, and improve listening skills, assertiveness skills and nonverbal communications in this class. Objectives: Describe the communication process and why it breaks down Listen effectively to problem-solve with customers and/or coworkers Differentiate between assertive, aggressive and passive interpersonal styles Explain the effects that different interpersonal styles have on ourselves and others Provide and receive effective feedback Communicate directly by using non-verbal behaviors that confirm your message Practice skills learned in class to improve the interpersonal process Instructors: Sandy Crowe Gloria Norman Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 24 Language: The Power of Generative Language 1-day course This course is designed to teach participants ways to use language such as myth, narrative, specific acts of speech, storytelling and metaphor, as a means to insightful, fresh understanding and to propel action into realms heretofore not explored. The experiential exercises create opportunities for participants to practice using speech in new ways. Participants will practice imagining, focusing on, and verbalizing better outcomes – and see how doing so generates positive movement toward attaining them. Course Objectives: As a result of attending this session participants will Learn how our language directs our lives Become aware that what we focus on, we create Learn the power of questioning Gain a comprehension of every day acts of speech and how they can be used to gain power with others Use metaphor and ‘framing’ as ways to influence action Practice imagining (thinking) and storytelling as tools for innovation and creativity Instructors: Sandy Crowe Materials: Participant Handouts PowerPoint Slides Return to Course Listing 25 Leadership Essentials 2-day course Leaders learn industry standard Leadership attitudes, values, and competencies. Objectives: In the workshop, participants: Become familiar with effective leadership characteristics and behaviors Develop an understanding of and apply the Situational Leadership framework in which they match their leadership styles to the individual and the situation Learn how to communicate effectively Understand ways to strengthen team performance Go over the essentials of the performance management process Explore ways to delegate successfully Manage conflict situations Solve problems and make effective decisions Instructors: Arlene Karpas Gloria Norman Joanne Smikle Materials: Participant Handouts PowerPoint Slides Return to Course Listing 26 Managing from the Middle 1 to 3-day course This course is appropriate for new or experienced managers. For experienced managers, it provides a model that can be used to step back from day-to-day operations, consider objectively what works and what doesn't work, and re-align operations so they might contribute even more to the organization. This course presents a model commonly used by consultants that can be applied with equal effectiveness by an experienced manager. For experienced managers, it shows how: to increase individual alignment with the needs of the organization to work with boss and peers so that both can provide maximum support to evaluate whether the group is spending time on the right work, and to find ways to spend time on the right managerial activities For new managers, this program provides the opportunity and tools: to make decisions about a new group's work and focus to set clear direction from the beginning, and to get off on “the right foot” with bosses and peers Objectives: By the time you leave this session, you should understand the importance of taking responsibility for, and will have practiced: Aligning your group or project to organizational goals Developing a relationship with your boss that makes it easy for him or her to support your group’s work Knowing which peers or outside groups are important to your group’s work and developing sustainable relationships with them Making sure all work done by your group is necessary and moves toward the same goal Assigning work so it can be handled successfully, creating a motivated workforce, and managing “buds” in the context of that environment; and Having a plan for your work group or project that uses these leadership skills to strengthen your organization Instructors Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 27 Meetings that Produce Results 2-day course This 2 day program will increase confidence levels and better enable any person to more fully participate in a meeting, whether leading or attending. First, you will learn all the components of a good meeting and how to prepare a meeting contract. Fun and enlightening exercises will provide practice opportunities for dealing with challenging people. A 7-step Problem Solving Process will help organize the meeting. Techniques for consensus building and other important tools will also be taught, as will the practicalities of writing on flip charts, and how to deal with panic as an inexperienced facilitator. Three practice meetings, each increasing in complexity, will give everyone the experience they need to run better meetings. This class is for the inexperienced and the seasoned facilitator. Objectives: Know all the components of a good meeting, with special emphasis on topic outcomes Learn compassionate ways to deal with difficult people Use a 7-step Problem Solving process several times Realize 5 ways to develop consensus Learn several ways to manage the energy in a meeting Know when and how to use criteria Instructors: Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 28 Mentoring Skills for Mentees 1 ½-day course The concept of mentoring is as old as Greek mythology, and yet has very practical benefits to modern workplaces. Mentoring provides the opportunity for guided learning at a professional and personal level, and returns significant benefits to all concerned - mentee, mentor and the organization. It has particular relevance in situations where succession planning, fast track development, and isolation are key factors in the workplace. Objectives: When you finish this session you (as a Mentee) should: be clear about what mentoring is, and what you want from the mentoring relationship understand your roles and responsibilities understand your mentor’s roles and responsibilities have a completed partnership agreement have a draft development plan to review with your mentor Instructors: James Heslin Elly Snyder Materials: Participant Handouts PowerPoint Slides Return to Course Listing 29 Mentoring Skills for Mentors ½ -day course The concept of mentoring is as old as Greek mythology yet has very practical benefits to modern workplaces. Mentoring provides the opportunity for guided learning at a professional and personal level, and returns significant benefit to all concerned - mentee, mentor and the organization. It has particular relevance in situations where succession planning, fast track development and isolation are key factors in a workplace. Objectives: When you finish this session you (as a Mentor) should: understand your roles and responsibilities understand your mentee’s roles and responsibilities have practiced key communications skills be prepared to hold a development discussion have a draft mentoring agreement to review with your mentor be prepared to handle mentoring challenges Instructors: James Heslin Elly Snyder Materials: Participant Handouts PowerPoint Slides Return to Course Listing 30 Motivating Employees Non-Monetarily 1-day course This one-day course provides innovative, motivational strategies that work. This course is a review of motivation theories and how they apply to today’s workforce. You will learn how to identify the motivational needs of individuals in your work group, design reward and recognition programs that appeal to both individuals and groups, and come away with a variety of strategies and techniques to motivate both. Objectives: Participants will be able to Discuss relevant motivation theories and how they apply to today’s workforce Describe why money alone does not work and be able to list rewards that work as well or better than money Discuss why motivation is a critical part of supervision Identify your own motivational needs and how to identify those of your employees Learn how employee motivational needs change depending on assignments, experience and initiative Describe rewards that can be provided in public service List the ten most effective motivators that employees want from us List what we want from our employees and how to obtain them List the ingredients to effective motivational programs in organizations Describe how to link performance measurements to reward and recognition programs Instructors: Rhonda Gordon Elly Snyder Materials: Participant Handouts PowerPoint Slides Return to Course Listing 31 Myers-Briggs Type Indicator for Individuals 1-day course This course introduces participants to the Myers-Briggs Type Indicator (MBTI) and gives them the opportunity to reflect on what is working (to keep and/or enhance), and what is not working (to release and/or reduce) for them personally. Through short questions and word pair combinations, the MBTI identifies differing types of perception, judgment, energy direction, and lifestyle. Human beings are not ruled by the same desires, motivations, or instincts - and knowing more about yourself and others will help teams work more effectively. This tool helps identify an individual’s strengths and temperaments, and shows that there are no “rights” or “wrongs” in the answers to these questions; the indicator simply identifies people’s “differing gifts.” This course provides an understanding of the tool and walks people through the meaning of their individual results. Objectives: Define and clarify individual personality type Understand how your personality type impacts others at work/home Understand how others' personality types impacts you Compare your personality type with the personality type of your job description Instructors: Rhonda Gordon Arlene Karpas Elly Snyder Materials: Participant Handouts PowerPoint Slides MBTI instruments and scoring Return to Course Listing 32 Myers-Briggs Type Indicator for Teams 1-day course This course provides an intact team with the opportunity to look at and better understand the personality types that makeup the team. It offers an environment where conversations can evolve regarding the different temperaments team members have and which are missing; how the team takes in data; how it makes decisions; and how to best orchestrate the various strengths on the team. It general, this course opens the door for improving communication, understanding, and workflow. Note: This course is most impactful if presented to an intact work team. Objectives: Gain an understanding about how each person and their personality contributes to the team Understand how to work better within your team Have more compassion for others that are different than you Instructors: Rhonda Gordon Arlene Karpas Elly Snyder Materials: Participant Handouts PowerPoint Slides MBTI instruments and scoring Return to Course Listing 33 Performance Management 1 to 3 -day course This course is intended for supervisors and managers who are responsible for setting expectations, improving employee performance, and ensuring employee accountability. Depending on the selected length of the course (i.e., one to 3 days), the course will encompass all of some the following: job documentation, communicating expectations and coaching employees to ensure success. Participants will learn the steps to identifying and establishing performance measurements, and conducting the Performance Appraisal/Individual Development Plan. Additionally, participants will learn to give continual affirmative and corrective feedback as well as to provide the necessary ingredients for sufficient and effective documentation to support the progressive discipline process. Participants will know how to support the assessment of the appropriate adverse action when necessary. Most importantly, participants will be able to motivate employees to change behavior and learn the steps to sustain the new performance level. Objectives: Be able to list how to set expectations to ensure employee accountability Recognize the steps to identify and establish performance standards Determine performance measurements to ensure accountability for each of the competencies listed on the Individual Development Plan (IDP) Apply the steps to effective employee coaching, including giving effective affirmative and corrective feedback Develop the ability to give more effective positive and negative feedback Conduct the probationary performance review Conduct an effective annual performance review/Individual Development Plan Understand the necessary ingredients for sufficient and effective documentation List the steps in the progressive discipline process Support the assessment and facilitate the determination of the appropriate adverse action when necessary Motivate employees to change behavior and the steps to sustain the new performance level Instructors: Richard Heil Arlene Karpas Gloria Norman Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 34 Persuasive Communications: Building a Business Case 1-day course The goal of this workshop is to help you answer the question: “In an environment of limited resources, how do I make a data driven business case for my project?” Decision makers have little time to evaluate ideas and are expected to make effective decisions quickly. With an emphasis on preparation and delivery, you will learn how to assemble and present the information necessary to help your target audience recognize the value of your ideas and recommendations. Improve your working relationships and position yourself as an insightful contributor with the persuasive communication strategies covered in this one-day class. Objectives: Participants will learn how to Identify persuasive data Identify and collaborate with potential partners; Anticipate and respond to possible objections, utilizing emotional and logical persuasion techniques Match delivery method to message for maximum impact Understand communication barriers and how to break through them Make it easy for others to move my ideas forward for senior review Begin the preparation of a compelling business case that my project should be funded Ultimately, create a presentation convincing to those who make funding decision Instructors: Arlene Karpas Gloria Norman Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 35 Problem Solving and Decision Making: The Basics 1-day course This program provides realistic experiences that show you how to integrate and apply skills in group planning, problem solving, decision making, and facilitating positive group behaviors and processes. You will develop specific team task and relationship skills by practicing these techniques during this highly interactive workshop. Objectives: Participants will Define a problem; write a clear problem statement Utilize consensus-seeking techniques as a meaningful group process strategy Follow an analytical process with guidelines and criteria for identifying, analyzing, and solving problems Use basic data collection tools and techniques Develop an action plan and use basic project planning techniques Learn a process for communicating and “selling” ideas Discuss how to transfer training content and process into the daily work environment Instructors: Gloria Norman Jane Tamagna Elly Snyder Materials: Participant Handouts PowerPoint Slides Return to Course Listing 36 Process Review: Doing the Same Work Faster and Better 1-2 day course Do you often find you need more time? Do you suspect some work takes longer than it should? Would you like to figure out ways to decrease chronic arguing about work? Because most groups don’t take time periodically to look at how they work, the following often happens: (1) the processes get “waxed over” and “band-aided;” (2) a complaint from one customer results in a “fix” that increases the workload for everyone else; (3) work is less than efficient because “we’ve always done it that way.” This session provides a simple model groups can use to review the way in which they do their work. It results in group agreement about faster and simpler ways to work. Target audience: Small groups engaged in common work flows Course objectives: As a result of attending this session participants will: Learn the common causes of inefficiency Learn a model to methodically review a process Learn a model to analyze the process for inefficiencies Come to agreement about changes that will improve the workflow Instructors: Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 37 Professional Presence and Business Etiquette 1/2-day course Are you putting your best foot forward as a business professional? This half-day course will teach you the “ins and outs” of professional presence and allow you to feel confident in your internal and external dealings. Objectives: Remember names and build rapport with business associates Use appropriate handshakes, eye contact, and body language Use proper business etiquette on the phone, as well as in e-mail and voice-mail Dress for success Develop a ‘Game Plan’ – action goals to activate and reinforce the training Instructors: Arlene Karpas Materials: Participant Handouts PowerPoint Slides Return to Course Listing 38 Professional Writing: Ensure it is Read and Understood 1-2 day course This session is designed to help employees develop clear, audience-tailored, outcome-oriented business writing, with the ultimate goal of being understood by the reader. Participants will learn a baseline writing standard, will be able to apply organizational and sentence structure tools to meet the standard, and will be able to edit their work productively. This hands-on, fun, and challenging course will allow participants to correct poor writing examples and to create well-designed documents from scratch. Objectives: As a result of attending this session participants will Be familiar with a baseline writing standard and report model Use organizational tools to compose clear, effective business documents Use tools to write cohesive sentences ,paragraphs, and reports Be able to review their work productively Instructors: Gloria Norman Materials: Participant Handouts PowerPoint Slides Return to Course Listing 39 Project Management: The Basics 1-day course Project management can be time consuming. Most projects, however, can be kept on track using the basics of project management. This workshop focuses on the fundamentals of project management that work with all but the most complicated projects. Successful project management requires three essential elements: collaboration, basic project management skills, and ongoing communication. In this workshop, participants will explore how to handle projects in a way that leads to productive decisions, communication, collaboration, problem resolution, and alignment with their organization's needs and goals. Objectives: Understand the benefits of managing projects as a team Have a model for managing projects Be able to create a clear project plan and strategy Know when to seek approval or support Be able to successfully implement the plan and hold others accountable. Have had an opportunity to apply the model to a work related project Instructors: Arlene Karpas Gloria Norman Cara Parker Elly Snyder Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 40 Project Management 2-3 day course This workshop for project leaders or supervisors will develop skills in the areas of planning, organizing, and monitoring operations and projects. Participants are encouraged to bring a work project to class. Objectives: Use the “paired-comparison approach” to establish multiple project priorities Prepare project definition statements identifying project objectives Prepare “work-breakdown structure” diagrams Use a formal approach to estimate project component completion times Prepare “Linear Responsibility Charts” to identify project responsibilities Calculate cost variances, schedule variances, cost ratios, schedule ratios and critical project ratios to establish project status Identify different techniques for motivating project team members Prepare “risk assessment and planning” documents Instructor: Cara Parker Materials: Participant Handouts PowerPoint Slides Return to Course Listing 41 Strategic Planning Overview 1 to 3-day course For managers, planning team members, and analysts, this workshop introduces the concepts and processes involved in developing, implementing, and maintaining a strategic plan. This course is most effective if attended by groups of managers from the same organization, as participants will use class time to learn the strategic and apply the planning process to their organization. Objectives: Perform internal and external assessment of your organization Write mission, vision, and value statements Draft goals and objectives for your organization Write performance measures that show when a goal has been achieved Write an action plan describing the steps to achieve an objective Align workforce development programs with your strategic plan Instructors: Joanne Smikle Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 42 Stress Management 1-day course This one-day course will teach you coping techniques to reduce harmful effects of stress on productivity and personal well-being. Objectives: Recognize three ways we react to stress, including flight, fight, and faint Describe how stress may affect our well being; emotionally, mentally, physically, and spiritually Identify and reduce stress producers found in the workplace Use time management and/or organizational process improvement processes to lower stress Experience positive effects of stress using "breakthrough thinking" approaches Instructor: Sandy Crowe Gloria Norman Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 43 Succession Planning Workshop: The Basics 1/2-day course This one-day class will provide an understanding and overview of the Succession Planning process. Participants will have an opportunity to review the steps of Succession Planning and what is required to begin the Succession Planning process. Objectives: Understand the basic principles of Succession Planning Learn the steps of a successful Succession Plan Identify common deterrents to effective Succession Planning and brainstorm for solutions Consider next steps for their agency in developing a Succession Plan Instructors: Jane Tamagna Materials: Participant Handouts PowerPoint Slides Return to Course Listing 44 Supervisory Skills: Interpersonal Focus 2-day course The ability to effectively supervise others requires leadership skills, excellent communication, patience, and confidence. This course provides attendees with the training they need to be excellent supervisors. Objectives: Effective Interpersonal Communication–learning effective interpersonal communication skills to create and maintain a dialogue with employees Giving and Receiving Feedback–using two-way communication to provide constructive feedback and encourage proactive behavior Internal Customer Service–identifying the critical nature of internal customer service. Leadership Skills–understanding the leadership roles and how to effectively use these roles to maximize performance Diversity–understanding, being sensitive to, and reaping the benefits of workplace diversity Game Plan–developing goals to activate and reinforce the training Instructors: Richard Heil Arlene Karpas Gloria Norman Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 45 Teams, Building High Performing Teams 1-3 day course Team leaders need to know the basic concepts of building and maintaining an effective team. Effective teams produce at higher levels with better quality. Building High Performing Teams will demonstrate the power of teams and show team leaders how to use accountability and responsibility to improve their team's measurable performance. Note: This course is most effective when attended by intact work teams. Objectives: Understand teams, the dynamics of team development, and the principles and practices of team building Develop a high performing team Develop and maintain team goals, expectations and ground rules Establish and clarify team roles and responsibilities Foster and promote collaboration and trust among team members Empower team members and motivate them to develop buy-in and ownership Manage the behavior of difficult people on your team Develop and maintain team commitment to goals and objectives Instructors: Arlene Karpas Gloria Norman Jane Tamagna Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 46 Team Leader Workshop 1 to 2-day workshop This program will teach Team Leaders how to coordinate the efforts of a workgroup. Objectives: Define and compare the role and duties of team leader vs. supervisor Identify various styles of leadership and sources of power Use effective techniques for communicating and listening Demonstrate delegation and development skills Define steps for implementing change Recognize a variety of motivation methods Explain conflict resolution skills List the steps of systematic goal setting and planning Instructors: Gloria Norman Joanne Smikle Materials: Participant Handouts PowerPoint Slides Personality Inventory (TBD) - optional Return to Course Listing 47 Time Management 1-day course This workshop offers practical techniques for accomplishing more in less time. Objectives: Identify and overcome time wasters Use organizational tools to save time on the job Deal with unexpected visitors Apply ten time-saving techniques to conquer paper pile-up Better organize your workplace Identify individual creative time and use that time to your advantage Instructors: Arlene Karpas Gloria Norman Materials: Participant Handouts PowerPoint Slides Return to Course Listing 48 Writing Style Tips 1-day course This one-day course teaches style tips to enhance clarity and concision in your work documents. Learn to draft readable, professional documents from the bottom up by crafting crisp, clear sentences in plain English. Appropriate for business and technical writers. Basic understanding of grammar recommended. Objectives: Distinguish rules of grammar from matters of style Recognize unnecessary passive voice and revise into active voice Determine when and how to use passive voice effectively Recognize and revise verb inflation Observe rules of parallel structure and bulleted lists Use plain English and precise words in place of jargons, acronyms, and clichés Arrange words with care to prevent grammatical and conceptual gaps in logic and error in syntax Instructor: Elly Snyder Materials: Participant Handouts PowerPoint Slides Return to Course Listing 49 Resumes Return to Course Listing 50 Sandra Crowe Profile Ms. Crowe is a speaker, consultant, and author of Since Strangling Isn't an Option.... (Perigee,’99). Since 1986, she has been using her people, public speaking, and communications skills to present quality training programs to numerous federal, corporate, and association based organizations. Some of her past clients include Social Security Administration, FBI, Dept. of Agriculture, Marriott, Sony Corp., Southland Corp, Citicorp, The Discovery Channel, The Executive Office of the President, Sears, The National Association of Plumbing-Heating-Contractors, National Association of Female Executives, National Speakers Association, Union Labor Life Insurance, FBI, NASA and Depts. of Army & Navy. Professional Experience Purpose is to create awareness of ineffective behaviors and to provide methodologies and action steps to offset them while redirecting behavior toward more uplifting interactions between people Presented on topics such as dealing with difficult people, stress, leadership, team, and coaching issues Founded a communications/networking specialty company called "Powerlunch" which has been written up in both “The Washington Post” and “The New York Times” as well as the book “Chicken Soup for the Soul at Work” Hosted her own television show called "Stress Busters" which was broadcast weekly on Washington, D.C. Cable Television and has been featured on the TV shows "To Tell the Truth" and the CBS morning news Professional Appointments Certified MBTI (Myers Briggs Type Indicator) practitioner Certified ontological coach from The Newfield Group Professionally Certified Coach from the International Coaching Federation Former guest instructor at Montgomery College Active member of the Federal Training Officers' Conference Active member of the National Capital Speaker’s Association Education University of North Carolina at Chapel Hill in International Studies, B.A. Degree with Honors University of Santa Monica, M.A. in Applied Psychology Return to Course Listing 51 James Heslin Profile Extensive training and experience in: Leadership development Training program management Instructional design and delivery Organization development consulting Coaching and mentoring Strategic workforce planning Professional Experience Managed the National Institute for Allergy and Infectious Diseases Mentoring Program. Facilitated the mentor/protégé matching process, conducted training sessions, and fostered effective mentoring relationships. Planned and implemented program assessment activities. Serve as Visiting Program Director for leadership seminars offered by the US Office of Personnel Management, Management Development Centers. Advise on seminar design, faculty selection, and program evaluation. Facilitate seminar sessions and developmental activities. Developed, and implemented the Food and Drug Administration agency-wide leadership training program (Formula for Achieving Managerial Excellence) which includes three 5-day residential leadership skills courses, a "Starter Kit" for new supervisors, a 360-degree assessment process, and the 3-day Personnel Practices for Supervisors courses. Developed the FDA leadership competency model. Over 3,000 team leaders, supervisors, and managers have attended FAME courses since 1995. Managed the agency wide Leadership Development Program which identifies and develops high potential employees for leadership positions. Up to 15 employees participate in the 2-year program. Many graduates have progressed to executive leadership positions in the agency. Implemented the FDA Interpersonal Skills Training Initiative which included six different 2-day, residential workshops (e.g., Team Building, Managing Change, Leadership) to over 2,500 FDA supervisors and managers. More than 130 workshops were presented. Managed the agency wide Strategic Workforce Planning Initiative. Engaged hundreds of FDA leaders and staff, as well as industry and constituent groups, in a process focused on developing the FDA "workforce of the future." Initiated the agency wide Organization Development Services Program. Managed or participated in over 100 consulting engagements since 1995 using external/internal consultants. Interventions included team building, strategic planning, assessments, and leadership retreats. Led an initiative to utilize distance learning approaches including web-based and “blended” learning. Launched a learning management system accessible to over 900 employees in the Office of the Commissioner. Developed a proposal for n FDA corporate university. Implemented the FDA Leadership Forums designed to support supervisors in the application of skills learned at FAME courses. Provided coaching and feedback. Facilitated efforts to utilize distance learning approaches including web based and “blended” learning. Developed a proposal for an FDA “corporate university.” Advised and assisted Center/Office training staffs and program managers on the design, development, implementation, and evaluation of organization-specific training policies and programs. Provided consultative services to supervisors and managers on training needs assessment techniques, program planning and design, training resources (e.g., budgets and acquisitions), and evaluation strategies. 52 Certifications Certified to provide 360-degree assessment feedback and coaching Certified to conduct the Bridges Transition Management Workshop Member of the American Society for Training and Development Professional Appointments Senior Consultant - CPS Human Resources, June 2005 - present Visiting Program Director - OPM Management Development Centers, August 2004 - present Training Officer - Food and Drug Administration, April 1990 - July 2004 Employee Development Specialist - Health Care Financing Administration, November 1987 – April 1990 - 7th Signal Command, US Army, January 1986 – October 1887 - Social Security Administration, October 1981 – January 1986 Operations Supervisor - Social Security Administration, October 1977 – September 1981 Education University of Maryland, College Park, MD (1971) Major: Sociology Degree: Bachelor of Arts American University, Washington, DC (1998) Major: Organization Development Degree: Masters of Science in Organization Development Return to Course Listing 53 Richard C. Heil, IPMA-CP Profile Mr. Heil has over 35 years of human resources experience with public organizations. As founder and President of his own consulting firm, he has provided consulting services to public and non-profit organizations for over 10 years. As Personnel Director for two state agencies with the Commonwealth of Pennsylvania, he directed the provision of human resource services, including contract administration and grievance management, classification and compensation, employee benefits, staff development and training, employee selection, workforce and secession planning, and organizational and staffing reviews. Employment History Consultant, CPS Human Resource Services President, The Curtis Group Director of Personnel, PA Department of Public Welfare Director of Personnel, PA Department of Aging Professional Experience As the owner, managed and directed a consulting firm with up to six part time, contract employees, providing consulting services to state and county governments and non-profit organizations in Pennsylvania, New Jersey, and Rhode Island. Developed and implemented several performance management systems for clients. Managed a full service human resource program for an agency with over 22,000 full time staff in over 150 work locations, and reorganized the human resources function around a “one stop shopping” concept, and began an effort to automate the front end placement function to reduce time delays, improve efficiency, and make the HR function “user friendly”. Managed automated workload measurement systems, and conducted staffing assessments to determine the number of positions needed to fulfill assigned mission, and directed the assessment of personnel program effectiveness at field offices/facilities, and provision of technical assistance to correct deficiencies. Education Wharton School, University of Pennsylvania, Master’s in Governmental Administration Muhlenberg College, Bachelor’s Degree Return to Course Listing 54 Rhonda Gordon Profile Ms. Gordon has twenty-four years of progressive experience designing, developing, implementing, and managing professional development programs for State and Federal Government agencies, non-profit organizations, and the private sector. Employment History Project Manager, CPS Human Resource Services, 6/2005-present Principal, Creative Training Enterprises, 5/2001-5/2005 Manager of Training and Development, Bureau of National Affairs, Inc., 1/1991-4/2001 Technical Training Manager, Information Systems and Networks, Inc., 1/1985-12/1990 Professional Experience CPS Human Resource Services (2005 to present) Program Development and Project Management. Develop and manage leadership and staff development programs for Government clients including the National Institutes of Health and the US Department of Housing and Urban Development. Responsible for oversight and control of programs related to organizational development, training, coaching, and business process redesign. Coaching and Training. Coach leaders and staff on work related issues. Develop and deliver training programs on topics such as Myers-Briggs, Team Building, and Leadership Development. Bureau of National Affairs, Inc. and Creative Training Enterprises (1991-2005) Management Training. Collaborated with in-house subject matter experts to revise and implement Managers in Transition, a 12-course year-long management development program for new managers. Partnered with University of Maryland to develop and implement Business Principles in Publishing, a nine-month executive education program designed to provide business and leadership skills for BNA’s managing editors. Coaching, Conflict Resolution, & Diversity. Partnered with BNA’s Employee/Labor Relations Department to provide programs and services designed to enhance respectful communication and to support the resolution of workplace conflicts. Unit-Based & Team Training. Provided communication and problem-solving skills to intact work units, customized to their mission and current performance issues. Co-developed and implemented an extensive two-year Team Development program for BNA’s 12-team distribution center staff. Customer Service & Sales Training. Developed and delivered 1-day Customer Service course for the American Dental Education Association. Co-developed a 3-day course sales course, titled Firm Wide Solutions, including participant & facilitator guides for BNA’s top sales team (30 people). Career Development. Facilitated Managing Personal GrowthTM, a career development program designed to open the lines of communication between employees and managers, increase employee ownership of job satisfaction, strengthen employee alignment with the organization's vision, strategies, and culture, improve retention, and promote a continuous learning environment. Team Building. Designed and provided consultative services and team building sessions for the African American Health Initiative (Mont. County Health and Human Services) and the Allergy Testing Centers. Critical Thinking Skill Development. Worked with developer of Learning to Learn: Critical Thinking Skills for the Quality Workforce™ (Dr. Marcia Heiman, CEO) to modify the Learning to Learn college study program for business use, and then presented it to manufacturing firms nationwide. Creative Problem Solving and Decision-Making. Taught creative thinking and problem solving programs for the USDA Graduate School. 55 Self-Employment/Career Development Program. Designed and implemented a Self-employment Program for low-income residents of Montgomery County, Maryland (sponsored by the Montgomery County Private Industry Council). Topics included networking, customer service, interpersonal skills, and stress management. Workplace Literacy. Presented Workplace Literacy programs nation-wide for Jostens Learning Corporation. Government and Non-Profit Client List National Institutes of Health (NIAID, NIA, NCI, NIH Training Center); Housing and Urban Development; Alcohol, Tobacco and Firearms; Federal Aviation Administration; Department of Agriculture; Department of Veterans Affairs; Department of the Navy; National Security Agency; Department of Interior; African American Health Initiative; Department of Defense; US Immigration and Naturalization Service; Whitman Walker Clinic; the Montgomery County Private Industry Council; Brevard County, Florida Public School system Education Johns Hopkins University - Classes taken toward a Masters Degree in Organizational Counseling, Johns Hopkins University Master’s Degree in Education, Adult Learning and Continuing Education, Virginia Tech Bachelor of Science in Education, with honors, University of Maryland Certifications Executive Coaching and Organizational Learning - George Mason University and the Newfield Network Myers-Briggs Type Indicator™ - Margaret Hartzler Associates DISC Personal Profile System™ - Carlson Learning Corporation Mediation and Conflict Resolution - Northern Virginia Mediation Service Frontline Leadership™ and Working™ programs - Achieve Global Managing Personal Growth™ -Blessing White, Inc. Organizational Development - Johns Hopkins University Professional and Business Affiliations International Personnel Management Association American Society for Training and Development Chesapeake Bay Organizational Development Network Founder and lead facilitator, BNA Training Network (past) Founder and lead facilitator, Independent Consultants Networking Group (past) Facilitator, Search for Common Ground, 1990 (past) Return to Course Listing 56 Arlene Karpas Profile Ms. Karpas has more than thirty years of experience in human resource development. Her expertise includes facilitation, assessments, training, leadership development, performance management, executive coaching, strategic planning, organizational development, change management, mentoring, succession planning, focus groups, market research, team building, and organizational change. She has extensive experience as a senior human resources executive and has consulted to more than 120 organizations in government and industry. She served as an adjunct faculty member at Georgetown University. Currently, she is a certified facilitator for the Myers-Briggs Type Indicator and a member of the Organization Development Network. Employment History CPS Human Resource Services, Consultant Strategic Systems, LLC, President Federal National Mortgage Association (Fannie Mae), Director of Human Resources Development Department of Health and Human Services, Deputy Chief of Parklawn Training Center Civil Service Commission, Associate Director of Management Sciences Training Center Census Bureau, Demographic Statistician Professional Experience CPS: Conducting an Alternative Work Arrangements Pilot Program and Succession Planning Program for Office of Research Services at National Institutes of Health Designed and conducted just-in-time training and organizational change interventions for National Institute of Allergy and Infectious Diseases Facilitated Performance Management Workshops for National Institute of Allergy and Infectious Diseases Strategic Systems, LLC: Provided a wide range of services to more than 120 organizations Facilitated leadership retreats and implemented strategic planning initiatives Provided executive coaching services Conducted needs assessments Designed and conducted training programs Developed and implemented pay-for-performance programs Implemented a 360 degree feedback program Conducted a performance management audit to assess job competencies and skill gaps Conducted market research studies including focus groups/teledepth interviews Created mentoring programs and served as a mentor and coach Repositioned a company to be more competitive in response to a change in legislation 57 Federal National Mortgage Association (Fannie Mae): As Director of Human Resources Development, designed and implemented a comprehensive training curriculum Developed new employee orientation program Revamped personnel policies Identified training needs & developed and implemented curriculum Instituted pay for performance & succession planning programs Conducted team building sessions Department of Health and Human Services: During her tenure as Deputy Chief of the Parklawn Training Center, managed 30 employees Designed and implemented management training curriculum Ran an outplacement program as a result of a substantial reduction in force Provided coaching as well as career counseling services Initiated OD function, a unique health/fitness curriculum, and quality circles Civil Service Commission: Designed and conducted training in statistics and management analysis Assisted government agencies in applying principles used in classes Census Bureau: Projected population growth Conducted a fertility study Served as emigration liaison between US government and United Nations Observed and revamped interviewer training to collect unbiased data for studies Education George Washington University – Doctoral Studies in Complex Systems Change The American University – Master’s Degree in Business Administration (major: employee relations and organizational behavior) University of Maryland – Bachelor’s Degree in Business Administration (two majors: statistics and personnel management) Certifications Myers-Briggs Type Indicator (Otto Kroeger and Associates) Return to Course Listing 58 Alan A. Klein Profile Alan has worked in a variety of public and private settings as a coach, trainer, consultant, facilitator, administrator, and educator. He specializes in the areas of leadership development, valuing diversity, team-building, change management, and communication. He also provides organizations and other groups with support and facilitation in the use of large group meeting methodologies such as SimuReal, Future Search, and Open Space Technology. He was elected to membership in the NTL Institute for Applied Behavioral Science in 1998 and is currently serving on the NTL Board of Directors. In 1975, Alan co-founded the Deliberate Positive Self-Image Development Project in Ann Arbor Michigan, which focused on developing communications and interpersonal skills among at-risk students. In 1981, he co-founded The Highland School, a rural-based educational institution serving Appalachian youth as well as students from around the country. A member of the National Organization Development Network and the Chesapeake Bay Organization Development Network, he served two terms on the CBODN Board of Directors as Communications Chair and Newsletter Editor. Since 1989, he has provided consulting, training, coaching, and facilitation in a variety of organization and management development topics to business, educational, and non-profit organizations. In 1996/97 he served as a staff member of the Fellows Program in Change Management and Applied Behavioral Science at The Johns Hopkins University. Alan received his M.Ed. in experiential and alternative education at West Virginia University and holds a BA in Social Science and Psychology from the University of Michigan. He is a certified administrator of the Myers Briggs Personality Type Indicator (MBTI®) and a co-creator of the TypeWatching ToolKit, a software program for MBTI professionals. Alan authored a chapter in the Barrett-Koehler book, The Change Handbook, on the SimuReal large group methodology. Employment History Consultant, CPS Human Resource Services Organization Development Consultant, Facilitator, Coach, and Trainer, Various organizations Professional Experience Currently, assisting CPS’ clients with coaching, training and facilitation services. Consultant, Facilitator, Coach, and Trainer for non-profit, government, business, and educational organizations in Leadership, Communication, Change Management, Strategic Planning, Large Group Change, Valuing Diversity, Gender Equity, and TeamBuilding; Senior Consultant, Ivy Planning Group, Potomac, MD: Design and implement training and consultation in diversity management, valuing diversity, and leadership skills to large business, non-profit, and governmental clients; Professional Member, NTL Institute; design and deliver experientially-based learning laboratories in Human Interaction, Interpersonal Skills for Leadership Success, and Teaming in CyberSpace; Board member, 2002 – present; Senior Associate, Otto Kroeger Associates; Deliver MBTI training and Qualifying Workshops to a variety of clients. Co-creator of The TypeWatching ToolKit, software to assist MBTI trainers and consultants, in use internationally; Senior Consultant, Columbia Resource Group, Columbia, MD; Develop and deliver 59 diversity, leadership development, and project management training to government and private sector clients; Trainer and Facilitator, Columbia Resource Group; Conduct training and facilitation for government clients; Trainer and Facilitator, Palanque Associates; Conduct weeklong trainings in Facilitation Skills, emphasizing self-knowledge and managing diversity; Consultant and Trainer, Andover Consulting & Training Group, Andover, MA: Consult with high technology business clients to develop customized Managing Diversity and Sexual Harassment Prevention workshops and other programs; Associate, Edith W. Seashore & Associates, Columbia, MD: Design and conduct collaborative consulting, communication, and team-building workshops for government clients; Staff Associate, Fellows Program in Change Management, 1996-97, Johns Hopkins Univ., Columbia, MD Associate, Professional Resources, Inc., Herndon, VA: Conduct training for governmental and other agencies in Team-Building, Preventing Sexual Harassment and Communication; Associate, Brooks Woodson Associates, NY, NY: Conduct valuing diversity training for businesses; Trainer, National MultiCultural Institute, Washington DC: Conduct Valuing Diversity in the Workplace and Train the Diversity Trainer programs; Education M.A. West Virginia University, 1984; in Experiential Education B.A. cum laude, The University of Michigan, 1975; Major in Social Science/Psychology Continuing Education Pearson-Marr Archetype Indicator Certification; CAPT, Carol Pearson, Trainer, 2006 Organization and Team Culture Indicator Certification; CAPT, Carol Pearson, Trainer, 2006 Strength Deployment Inventory Certification; Otto Kroeger Associates, 2004 Apter Motivation Styles Profile Certification; Otto Kroeger Associates, 2004 Future Search Training; SearchNet, Marvin Weisbord and Sandra Janoff, trainers, 1995 Theories of Difference; NTL Institute, 1993. Myers-Briggs Personality Type Indicator Certification; Otto Kroeger Associates, 1993 Transformative Social Change; NTL Institute, Louise Diamond, Lennox Joseph, Donald Klein, and Cathy Royal, trainers, 1992. ChangeMasters Program; Edith Seashore and Michael Broom, trainers, 1991/92 Beyond Conflict (Managing Diversity); NTL Institute, Darya Funches, Bob Marshak, Donald Klein, and Edith Seashore, trainers, 1990 Total Quality Management; Johns Hopkins Health Systems, 1990 Training Theory and Practice; NTL Institute, Henry Malcolm & Mary Beth Peters, trainers, 1989 T-Group Training Workshop; Ron Lippitt, trainer, 1977 Values Clarification; University of Massachusetts, Sid Simon, trainer, 1971 Human Interaction Laboratory; NTL Institute, Hal Kellner, trainer, 1970 Professional Affiliations Professional Member, NTL Institute, (Board Member 2002 – Present) 60 Member, Organization Development Network Member, Chesapeake Bay Organization Development Network (Board Member, 1991-1993) Return to Course Listing 61 Gloria R. Norman Profile Gloria Norman is a passionate and lively instructor who helps participants focus on their personal and professional development. Her methods are learner-centered and participants report that her nonthreatening (it’s up to you) approach to adult learning makes the learning process easier and more rewarding. She shares real-world experiences and commands instant credibility when helping others solve their business issues. Ms. Norman’s favorite motto is “The Road to Success is Always Under Construction.” She is committed to helping others achieve personal and professional excellence along their “roads to success.” Professional Experience Gloria Norman is a corporate education and performance management consultant with 25 years of hands-on and academically based experience. She started her professional life in Sales and Marketing with the Washington Post. Her extensive career with the Post included managing The Post’s Advertising Professional Development department where she trained and coached all levels of employees representing all departments within the company. She is an experienced consultant and trainer for government, corporate, profit/non-profit organizations, and law firms such as The U.S. Department of Interior, The Environmental Protection Agency (EPA), Morgan, Lewis & Bockius LLP, The U.S. Department of Agriculture (USDA) Graduate School, The American College of Cardiology, The American Psychiatric Association, and The Washington Post. See website for complete client list. Expertise Ms. Norman designs and conducts customized, on-site, professional development courses for a variety of government and corporate clients. Popular subjects include Achieving Excellent Communication Skills; Effective Time and Stress Management; Effective Conflict Resolution; Supervision and Leadership; Team Building; Workforce Diversity; and Extraordinary Customer Service. She crafts each course to complement unique work cultures, while addressing specific knowledge and performance goals. In addition, she often serves as coach or moderator for clients needing neutral counsel or similar assistance pertaining to the subjects listed. Gloria also performs a number of HR consulting functions including Facilitation, Retreats, Off-Site Meetings, Performance Coaching, Focus Groups and Conferences. Education B. A., Magna cum Laude, English Literature M.S., Human Resources Management Executive-in-Residence and Professor, Howard University School of Communications Adjunct Professor, The University of Maryland, George Mason University, DOI University, USDA Graduate School, and The American Catholic University Metropolitan College Walden Institute Certified Online Instructor Adult Learning Certifications: The Manager as Coach, Workforce Diversity, and Superior Leadership 62 Cara Parker Profile Ms. Parker is a self motivated business process, workforce planning, organizational development professional with thirteen years experience in a variety of leadership roles within an organization. She is a resourceful, organized team leader highly skilled in verbal and written communication. As an enthusiastic strategic planner, she is also committed to tactical implementation and successful results. Ms. Parker has Government, Commercial and Nonprofit experience. Employment History Technical Lead, MKI Systems Director of Organizational Transformation, Flatter & Associates Project Manager, Capital One Director of Resource Development, Rappahannock United Way Marketing Assistant, One Valley Bank Professional Experience Developed and conducted on-line Military Occupational Specialty (MOS) survey for 850 Marine Corps Officers. o Collected survey data, analyzed results and presented report on career path for an acquisition professional including grade shaping, command equivalent billets and fleet rotation opinion poll. o Developed MOS Career Maps for Marine acquisition professionals including grade, education, skills and feeder MOS; Designed Career Maps were prepared for website and hard copy distribution. Total Force Structure/Human Capital Strategy at Naval Air Systems Command o Senior Consultant on human capital strategies and proprietary WS software development to link people to products/services to tasks to deliverables to skills to funding; Creation and interpretation of Composite Labor Maps and Internal Labor Markets; Led the WS skills inventory team to collect and normalize over 23K skills within a matrix organization. $300,000, 4 person effort to aggregate skills within each of the NAVAIR business units. o Supported Virtual Systems Command People and Work Team. Provided support for integrating 5 acquisition commands to collect human capital information on Navy workforce for Program Review 2009. Planning and facilitation support of offsites within the Senior Executive Service. o Provided consulting on culture change/strategic communications planning including designing internal Human Resource Consultant development program for NAVAIR leadership. o NAE Program Objective Memorandum for Fiscal Year 2010 (POM10) and NAVAIR Command Staffing - Owned the requirements, test plan, testing training portion of the software development life-cycle. Recommended and collected requirements for software development on 4 modules including: Command Staffing Demand/Supply, Contractor Support Services (3 versions), Skills Inventory and Civilian Military Individual Work Plans (3 versions); Drafted documentation and delegated technical writing to supporting consultants; Created requirements process and Plan of Actions and Milestones (POA&M) for WS. Business Process Reengineering (BPR) at Department of Commerce (DOC) Office of Administrative Services 63 o o o o o Lead Consultant to support 125 person department understand and implement BPR Met with senior leadership to identify needs Developed curriculum, case study based module, delivered training Received scores “Exceeding Expectations” on evaluations Trainings included: Introduction to BPR targeted to Senior Leaders Business Process Mapping using Resource, Outputs, Business Rules, Inputs (ROBI) methodology targeted to Senior Leaders BPR Overview (Employees) o Assisted senior leaders within DOC in planning and implementing new BPR effort Organizational Transformation (OT) line of business: o Owned business development for opportunities within OT o Drafted proposals, hired for OT opportunities, created cost/staffing plans o Project Manager for Indefinite Delivery/Indefinite Quantity Prime Contract Served as Relationship Manager for prime contractors within the Commercial Enterprise Omnibus Support Services (CEOSS) program at Marine Corps Systems Command o Facilitated all associate meeting to develop core values for the greater organization Set and implemented strategies focused on associate satisfaction and retention, work-life balance, employee development, recognition. Managed the local Organizational Effective department in this Fortune 400 company. o Served on senior transition team as company closed in local community; Recommended change management strategies; Provided feedback on morale with actionable solutions to partnering senior operations team; Created strategic communications plans o Identified gap in managers’ skill set and developed a manager tool kit while hosting American Management Associate certificate classes o Served as interim Community Relations Manager to propagate positive reputation of company in the community; Represented company at community functions o Contributed to company’s 20 point increase in Fortune 100’s “Best Places to Work,” and local newspaper’s Best of the Best Poll (2002) o Identified need for cultural renewal at site; Designed recognition program to help with renewal; Recognition of over 400 associates for contribution to company’s business strategies. o Facilitated group sessions with senior leaders to set strategies to obtain operational vision and mission o Evaluated bi-annual all associate survey results and served as liaison between employees and executives to execute change o Hosted work/life balance programs such as wellness program, “Take Your Child to Work Day,” benefit trade shows, family events, etc. Designed comprehensive fundraising plans and managed five simultaneously running campaigns. Trained volunteers and other non-profits (local and state), on fundraising techniques including The Combined Federal Campaign. o Wrote all external publicity and marketing materials; Served on National Marketing Committee o Exceeded fundraising goals by 15.2% annually and piloted successful leadership giving campaign. o Redesigned training modules thereby increasing volunteer clarity on the tactics and philosophies of fundraising. o Redesigned interviewing and hiring process for potential candidates. 64 o Organized special events for upward of 500 guests resulting in recognition of volunteers and ensuring key messages were delivered. o Guest speaker for national, federal fundraising conferences. o Prepared and maintained multiple budgets and financial documents based on priority, resource management and cost containment; consistently under budget by 5% annually. o Implemented new campaign software for better process management and tracking of donors and volunteers. Assisted Vice President of Marketing o Wrote numerous press releases. o Assisted Vice President in Managing Total Quality (MTQ) to develop skills for the purpose of creating a culture focused on cross-selling financial products. o Created customer shop program to recognize quality in skills and customer service. o Editor of monthly newsletter. Education University of Mary Washington, Fredericksburg, VA: Master of Business Administration – Concentration: Organization and Human Development; 4.0 GPA in concentration Shepherd College, Shepherdstown, WV: BS – Major: Communications, Minor: Psychology Security Clearance: Department of Defense – Secret Memberships: Society for Human Resource Managers, Public Relations Society Return to Course Listing 65 Joanne L. Smikle Profile Joanne L. Smikle has more than 15 years of experience in organizational development, with a specialty in leadership development, team building and facilitation. She distinguished herself in the field by developing mastery of both theory and practice. She is a nationally recognized expert on leadership and is frequently called upon to share her knowledge at conferences and conventions. She is the author of numerous articles, books and recorded programs. Having served as the Manager of a Leadership Development Program for a large state agency, Joanne is adept at devising programmatic interventions to build leadership competence while improving performance and productivity. She has extensive experience using a variety of quantitative and qualitative measurement approaches, including: focus groups, surveys, interviews and customized organizational analyses. Employment History Consultant, CPS Human Resource Service Author, Freelance Adjunct Faculty, Community College of Baltimore County, Essex Campus Manager, Leadership Development Program, Maryland State Highway Administration Employee Development & Training Specialist, Maryland Department of Transportation Professional Experience Creates comprehensive systems for building sustainable collaboration. Provides expertise to organizations seeking to create team-based, customer-focused workplaces. Assists leaders with building specific competencies that sustain cooperation within the organization. Instrumental in planning and executing leadership and management development initiatives. All programs are aimed at helping clients develop and refine the competencies required to meet current business demands. Particular emphasis on strategic alignment. Designs customized, interactive education to meet unique needs of client organizations. Conducts needs analyses to plot long-term courses for employee development. Provides systematic approaches to effectively address training needs. Facilitates a variety of retreats, seminars, workshops and educational experiences. Partners with executives to design innovative approaches for addressing the range of organizational improvement issues that impact performance, productivity and profit. These partnerships contribute to shareholder, customer and employee value. Delivers keynotes and concurrent sessions for the national and international conferences of government agencies, corporations and associations. She has presented at more than 250 of these events. She consistently earns high evaluations. Contributes to the body of usable knowledge in the field of organization development by authoring articles and books. Featured author in for numerous trade publications, magazines and professional journals. These publications include: HR Success, Recharger Magazine, HR Now, Source, Support World, Office Technology and HR Matters. Author of three books: Calamity-Free Collaboration: Making Teamwork WORK! Coaching: The Lost Leadership Art; and Rules of Engagement: Timeless Tips for Team Leaders. Served as adjunct faculty for local colleges in the areas of management and leadership. She is an instructor in numerous leadership development programs, including: Maryland Bankers Association Bankers School; Maryland Police and Correctional Training Commission’s Leadership Institute; USDA Executive Potential Program; FEMA Career Enhancement Program; Maryland Healthcare Education Institute’s Leadership Institute 66 Member of the Howard County Maryland League of Women Voters. The League is a national non-partisan advocacy group that focuses on citizen education and involvement. Holds the distinction of serving on the League of Women Voters of the United States’ Lobby Corps. This select group of twenty lobbyists presents the League’s national positions to elected officials. Managed the Leadership Development Program for the Maryland State Highway Administration. The program was an integral component of the agency’s succession planning and leadership education. Led a team of seven Program Coordinators and was responsible for all aspects of program management ranging from budgeting to evaluations to recruitment and retention efforts. Education University of Maryland, Baltimore County Graduate study in Public Policy University of Maryland Baltimore County Bachelor of Arts Political Science 1987 Return to Course Listing 67 Elly Snyder Profile Elly Snyder, of Tamagna/Snyder Associates, is a training and organizational development consultant with over 25 years experience in education, human resources management, training and facilitation, organizational development, and business consulting. Employment History CPS Human Resource Services; Consultant Tamagna/Snyder Associates; Principal Bureau of National Affairs, Inc.; Internal Consultant, Director of Training and Organizational Development, Employment and Employee Development Manager Various teaching positions Professional Experience CPS: Designed Leadership Development Program for HUD-OIG. Facilitated internal design team process to ensure HUD-OIG specific program. Delivered week long Orientation session including 360 degree feedback, development planning, and individual coaching. Designed mentoring component and designed and delivered mentoring training. Designed, delivered and provided project management for supervisory development program at NIAID, NIH for supervisors with 0-5 years supervisory experience. Facilitated internal design team process to ensure NIAID specific program. Designed overall program and individual training sessions. Program included 360 feedback, development planning, and individual coaching. Co facilitated mentoring program at NIAID. Responsibilities included assistance with participant matching, materials review and revision, session presentations, and program evaluation. Tamagna/Snyder Associates Co-developed and designed Leadership Enhancement Program for aspiring leaders at the Department of Alcohol, Tobacco, and Firearms. Co-delivered week long orientation session including 360 degree feedback, development planning and individual development coaching. Designed mentoring component and designed and delivered mentoring training. Designed and presented communications session for American University’s Leadership for Public Policy Implementation Certificate Program presented to aspiring leaders at USDA. Designed and presented year-long management training and development program to management team at a small production company. Designed and implemented comprehensive management program to non-profit management team with emphasis on hiring and performance management processes. Provided human resources consulting advice and assistance and coaching to senior level executive and mid-level managers at mid-sized printing company. Also designed and presented management development program for Management Operation Team. Facilitated strategic and business planning initiatives, conducted organizational assessments and audits, and worked with management teams to develop strategic plans and implementation strategies and actions. Clients include several divisions of an international publishing company, an IT development group, a software development company, a labor union, a national nonprofit, and a customer service organization. Designed and presented a train the trainer session to a group of court officials preparing to facilitate strategic planning sessions within their courts. 68 Bureau of National Affairs, Inc. As internal consultant worked on projects to assess and improve customer and sales support and create new servicing infrastructure, to design and deliver Consultative Selling training program to field sales associates, and to assess and streamline customer training. Also worked with Division Director to develop strategy to increase market share. Coached manager during division reorganization. Responsible for direction and oversight of Training and Development function Consulted with BNA departments to assess business related issues, recommend organizational and training solutions, and provide coaching as needed. Developed and implemented management development program for over 200 BNA managers. Program included identification of key competencies, 360 assessment, and individual development planning. Designed and implemented year-long management training and coaching program for new managers Designed and implemented management training program for experienced managers with emphasis on hiring and retaining key employees. Designed and presented a wide range of training including such topics as team building, conflict management, hiring, performance management, Myers Briggs Type Indicator, facilitation, training design, workflow analysis. Program experience including the design and implementation of comprehensive management development programs, 360 feedback assessments, corporate career development and mentoring programs, and a corporate-wide total quality program. Responsible for direction and oversight of all employment activity. In this role was also responsible for corporate-wide testing program and creating programs to provide on-the-job experience and development opportunities. Education University of Massachusetts, Amherst, MA, Bachelor of Arts in Education University of Miami, Miami, FL, Master of Arts in Education Certifications Managing Personal Growth and Peer Coaching , Blessing White, Inc; Myers-Briggs Type Indicator (MBTI), Consulting Psychologists Press, Inc. Benchmarks and Skillscope, Center for Creative Leadership (CCL) Return to Course Listing 69 Neil Stroul Neil has worked in the human resource development field since 1979. Since 1995, he has focused on serving as an executive coach and travels extensively to work with executives and senior managers. His clients include executives in the financial services and telecommunications industry, as well as government officials and association leaders and principals and executives of professional service firms. Neil is the developer of the A LIFE™ framework, a model to help coaches develop strategic listening capabilities in working with executives. The model was adopted as a cornerstone in the curricula to train leadership coaches in the Georgetown University Leadership Coaching certificate program. Neil and Chris Wahl, Director of the Georgetown program, presented the A LIFE™ model at the Linkage conference on Coaching and Mentoring in Washington D.C. in April 2001. Professional Experience In addition to consulting and training design, Neil has developed a series of training programs and resources for organizations that focus on career and management development issues. Two of these programs, On Track and Adaptive Manager II have been adopted by dozens of client organizations across the U.S. including Ameritech, MBNA America, General Motors, Philip Morris, MONY, Motorola, SONY, SPRINT, NYNEX, Aventis and the U.S. Army and Navy. Neil has consulted with NYNEX, Philip Morris, the U.S. Navy, the U.S. Office of Personnel Management, the USDA and others in designing and implementing high potential programs. He has helped design core management programs at the U.S. Department of Justice, Pennsylvania Power & Light, and Xerox. He has also designed customized training programs for the U.S. Army and the Applied Physics Laboratory of Johns Hopkins University. Neil regularly consults with clients on such topics as implementing new organization structures, team building, managing change and uncertainty, and developing approaches to career development. Based upon earlier research he conducted, he frequently serves as a speaker and consultant on the role of generational dynamics in the work place. Education and Publications Ph.D. in Counseling Psychology from Florida State University where he served as an adjunct professor. He is also a core faculty member for the Georgetown University Leadership Coaching program. Neil is extensively published in the Training and Development arena, including articles in Training & Development Journal, Training magazine, Training and Development Yearbook, and Human Resource Professional. Neil is frequently consulted by journalists, such as the Microsoft Network, CNN.COM, IT Recruiter, and the Washington Post, to answer questions about generational dynamics. Return to Course Listing 70 Jane Tamagna Profile Ms Tamagna has twenty years experience in organizational development, management, process review, executive coaching and development, and training design and delivery. She has extensive experience managing large international groups, serving in an executive operating officer function, serving in a variety of increasingly responsible human resource management functions, and consulting to federal agencies in all Departments. In addition, Ms Tamagna is a master facilitator with extensive experience facilitating strategic planning sessions, organizational changes initiatives, major restructurings, or internal problem resolution. Employment History CPS consultant CEO, Tamagna-Snyder Associates Bureau of National Affairs, Inc: Editor, training director, organizational director, HR manager, Sales and Marketing Operating Officer, internal consultant to the President, subsidiary troubleshooter American University: Key Executive Masters’ Program faculty Professional Experience CPS: NIAID consulting: Designed and presented training in Essentials of Supervision, performance management, interviewing, and selling our initiatives programs NIAID coaching: :provided on-on-one coaching for variety of managers seeking help for specific or ongoing management challenges NIAID: Competency consultant: Integrated competencies into training and consulting with focus on using existing competencies to provide clearer expectations, performance management, and recruitment and hiring NIA coaching: provide 360 and ongoing management coaching to members of a management team HUD OIG development program: Designed and presented program to assure HUD OIG was able to identify and develop talent for the future; program was designed around existing HUD OIG competencies Tamagna-Snyder Associates: Provide business consulting services to organizations facing challenges or opportunities: wide range of projects including comprehensive process review for major national non-profit; creation of management development program and workforce strategy for ATF, strategic planning for variety of district and bankruptcy courts and corporations; departmental audits for academic, union, and corporate clients Bureau of National Affairs: Served as training director, organizational director, and HR manager in HR function highly integrated into the operations of a 2,000 person international publisher Introduced required, year-long management training, competency development, routine 360 feedback based on competencies, problem resolution facilitation, and processes for major organizational changes Served as internal consultant to the CEO focusing on long-term change processes for subsidiaries of business concern to parent 71 American University: Faculty member of Key Executive Program (accelerated master’s program for federal executives) and AU/OPM master’s program Education University of Maryland, College Park - Bachelor of Arts in English University of Maryland, College Park – Master of Arts in English. Certifications CCL Skillscope CCL Benchmarks Managing Personal Growth Return to Course Listing 72