Training Workshops in June 2012

June 2012

Central Office Human Resources (COHR) and the Office of Professional Development and Learning Management (PDLM) have contracted with the Citywide Training Center of the New York City Department of Citywide Administrative Services (DCAS) to conduct two workshops in June 2012, Making the Connection: Customer Service Excellence on June 7, and Managerial Power Tools: Motivating, Delegating and Team-building on June 13.  Workshop descriptions, learning objectives, and facilitator biographies are included below.
Please discuss your individual training needs with your immediate manager/supervisor and obtain their explicit approval to attend one of the workshops.  Both workshops will be held at The New Community College at CUNY.

Workshop: Making the Connection: Customer Service Excellence (Code: C9130)

Description: This workshop focuses on the vital role of all staff in fostering superior customer service and connects their job to the way the public perceives your department and CUNY. Participants will develop an understanding of CUNY’s customer service values and define who our customers are. They will also role-play scenarios that will give them the opportunity to examine and develop positive communication strategies for managing challenging customer situations, helping staff develop skills that will allow them to connect with their customers.

Date:                     Thursday, June 7, 2012

Time:                    9:15 AM – 5:00 PM

Audience:             All Central Office and The New Community College Staff and Faculty Members

Facilitator:            Robert Kane

Learning Objectives:

  • Understand the customer service vision and the importance of CUNY’s customer service values;
  • Recognize the difference between internal and external customers;
  • Identify characteristics and expectations of the customer;
  • Demonstrate the effects of successful written and verbal communication skills, effective listening skills, and positive body language when communicating with our customers;
  • Understand the attributes of an excellent customer engagement;
  • Identify and overcome barriers to effective customer service;
  • Develop strategies for handling challenging situations.

To register by Monday, June 4, click the following link to email the workshop name and date in the subject line.  You will receive a confirmation email by Tuesday, June 5.  Space is limited to 24 participants.

Facilitator’s Biography:
From his HR consulting experience and leadership roles within operations, training, and human resources, Robert Kane provides practical solutions, proven tips, and common sense to help individuals and organizations prepare for the challenges of today’s competitive marketplace. He is the co-author of several articles related to customer service, interviewing, and team building, plus the co-author of Putting Your Best Foot Forward: School to Work Program, a program utilized by thousands of high school and college students to help prepare them for the job search process.



Workshop: Managerial Power Tools: Motivating, Delegating and Team-building (Code: C9286)

Description: As a manager/supervisor, you need to get things done through others. Everyone is motivated to do something, but is it what you need them to do? How do you get people to want to do what they are supposed to do, do it well, and in collaboration with others? Why is delegating the hardest managerial skill set to master? This highly interactive one day course will give you some answers. You will have the chance to explore and practice the skills of motivating, delegating and team building.

Date:                      Wednesday, June 13, 2012

Time:                     9:15 AM – 5:00 PM

Audience:              Managers and supervisors at Central Office and the New Community College

Facilitator:             Stephanie “Stevie” Twin, Ph.D.

Learning Objectives:

  • Discover techniques to uncover and capitalize on people’s motivators;
  • Learn to effectively manage de-motivators and causes of dissatisfaction;
  • Distinguish the differences among delegating, “dumping,” and assigning work;
  • Explore the benefits of developing others through delegation;
  • Identify real and self-imposed barriers to delegating;
  • Practice the “RAMBOS” method of delegating;
  • Identify the advantages of working in a team-based environment;
  • Learn and experience how to build a high performance team.

To register by Friday, June 8, click the following link to email us with the workshop name and date in the subject line.  You will receive a confirmation email by Monday, June 11.  Space is limited to 24 participants.

Facilitator’s Biography:
Dr. Twin has over twenty years of experience as a manager, consultant and training professional for a number of corporations, non-profit organizations, and government agencies.  She has held several executive management positions and is a popular facilitator with CUNY audiences.

Location:  The New Community College at CUNY

50 West 40th Street (Bet. 5th and 6th Avenues)
Next to the Bryant Park Hotel
5th Floor – Room 510

We look forward to working with you.  If you have any questions, please email Katherine Isaacs at