UpDate - Vol. 16, No. 8
October 24, 1996
Employee Training

     The following employee training courses are available during
the fall semester. For additional information, call the Office of
Employee Training and Development at 831-8823.

Service Success!

     The customer service program, "Service Success!" is a three-
part series. Each session builds on the previous session's
topics. A certificate of completion will be awarded to
individuals who complete the entire program.
     Session 3:
     Effective call management/ handling difficult situations
     This program deals with telephone skills for effectively
serving customers, as well as covering tips for dealing with
difficult people, delivering "bad" news and negotiating effective
agreements.
     Date: Tuesday, Oct. 29
     Time: 10 a.m. - noon
     Location: To be announced
     Deadline: Oct. 25


Asserting Yourself on the Job

     Passive? Assertive? Aggressive? Which are you? What are some
of the components of assertive behavior? Why is being assertive
especially important for women? What are some of the blocks to
acting assertively? Every day on our jobs-in dealings with co-
workers, supervisors, those we supervise, parents, students and
others-many occasions arise where assertive behavior could
benefit us in our communications. This workshop will answer your
questions about assertiveness and provide you with opportunities
to discuss its application in the workplace.
     Date: Monday, Oct. 28
     Time: Noon - 1:30 p.m.
     Location: To be announced
     Deadline: Oct. 25


Labor Relations Training Series

     This series of six workshops is designed to provide managers
and other supervisory personnel with an overview of current labor
and employment issues. These sessions are geared toward personnel
with all levels of experience in the labor management area.
Individuals attending all six sessions will receive a Certificate
of Completion from the Office of Employee Services.
     Session 3:
     Personal and institutional legal liability
     Information will be shared on legal liability issues,
including defamation of character, common law torts and sexual
harassment vis-a-vis the institution, supervisors and co-workers.
     Date: Tuesday, Oct. 29
     Time: 1:30 - 3 p.m.
     Location: To be announced
     Deadline: Oct. 25
     
     Session 4:
     Collective bargaining/contract negotiation
     This session will examine the elements of a collective
bargaining agreement, contract administration, grievances and
arbitration and the Public Employment Relations Board.
     Date: Tuesday, Nov. 12
     Time: 1:30 - 3 p.m.
     Location: To be announced
     Deadline: Nov. 8
     
     Session 5:
     Unemployment and workers compensation/FMLA
     Participants will receive information related to
unemployment and workers' compensation, including eligibility and
financial criteria, the Unemployment Compensation Appeals Board
and Industrial Accident Board and the interface between Workers
Compensation, the ADA and the FMLA.
     Date: Tuesday, Nov. 26
     Time: 1:30 - 3 p.m.
     Location: To be announced
     Deadline: Nov. 22
     
     Session 6:
     Violence in the American workplace
     This session will examine the nature and magnitude of the
workplace violence problem, sources of employer liability, civil
liability to third parties and issues around negligent hiring,
retention and supervision.
     Date: Tuesday, Dec. 10
     Time: 1:30 - 3 p.m.
     Location: To be announced
     Deadline: Dec. 6