There is a strong correlation between customer satisfaction and success in an organization. A welcoming customer culture is one in which an organization is working to create satisfied customers from the inside-out.

All employees will benefit from learning about the importance of having a welcoming customer culture and a commitment to customer satisfaction.

Including important information for both new and experienced customer service professionals, this course helps employees get into the minds of the customers. By understanding the customer, employees turn into professional problem-solvers!

This course covers important basics of customer service such as professionalism and listening skills, as well as advanced tips on handing the most difficult customers.

Course Summary:

An RFP (Request for Proposal) is a legally binding document written by an organization seeking bids from potential vendors or contractors to provide a service or complete a project. One might say the RFP is to a project as a blueprint or plans to a house. When used for public bidding on a project or service, RFP development and dissemination must be fair and impartial.

This course will introduce the learner to the basic RFP process, help him/her understand the purpose and major components of effective Request for Proposals (RFPs), identify methods for preparing and disseminating RFPs in a fair and impartial manner and finally, recognize the guidelines and general format for developing RFPs.

Time: approximately 30 minutes

Learning Objectives:

• Understand the purpose and major components of effective Request for Proposals (RFPs).
• Identify methods for preparing and disseminating RFPs.
• Recognize the guidelines and general format for developing RFPs.

Key Topics Include:

• What is a Request for Proposal?
• Preparing for the RFP
• What Is Included In an RFP?
• Components of an RFP
• Scope of Project
• Project Description
• Proposal Requirements
• Award Criteria
• Evaluation Checklist
• Federal Government RFPs
• Letter & Oral RFPs
• Distributing your RFP
• Technical Assistance
• Gathering Proposals

Course Summary:

Numbers, whether you love them or loathe them, factor into everything that you do. Sustained success in an organization may very well depend on your ability to comfortably and accurately work with numbers.

This course provides a review of basic math skills that, coupled with reasoning and problem solving skills, can enhance your proficiency in basic math.

Time: approximately 30 minutes

Learning Objectives:

• Understand basic math concepts.
• Determine the correct way to solve basic math problems.
• Recognize the role math plays in our daily lives.

Key Topics Include:

• The Numbers Game
• Concepts to be Covered
• Using a Calculator
• Defining the Problem
• Testing Your Reasoning Skills
• Half of One Thing, Fifty Percent of Another
• Do the Math
• Working with Fractions
• The Value of Time
• Not Your "Average" Concept
• Playing it Right Down the Middle
• Determining the Mode
• Expressing Data as a Ratio
• Finding the Area
• Mathematics From Across the Pond
• Metric System Explained: Length
• Conversion Calculator: Length
• Metric System Explained: Mass
• Conversion Calculator: Mass
• Metric System Explained: Volume
• Conversion Calculator: Volume
• Reference Charts

Course Summary:

Creating an effective influenza pandemic plan means preparing for every conceivable contingency. How well your community fares when under siege by a virulent flu virus will be directly related to how well local government has planned. "Siege" may seem like a melodramatic term, but the reality of a pandemic is that many people will become ill and some will possibly die from the illness. You don't beat a pandemic; you contain it, and how well you contain it will be directly related to how well you prepare.

In this course, you will learn how the five components of the overall pandemic plan fit together to form a cohesive unit and some of the key contingencies that will need to be addressed in each of these areas. Additionally, you will learn the importance of communication and cooperation, both internally among departments within local government, as well as with organizations within the community.

Time:Approximately 30 minutes approximately 30 minutes

Learning Objectives:

• Identify the issues that need to be addressed in each of the five components of a pandemic plan
• Recognize the importance of the Business Continuity Plan relative to the success of the overall plan
• Recognize the role that a Pandemic Plan for local government can have in minimizing the degree of illness and fatality that could occur in your community

Key Topics Include:

• Planning for Contingencies
• The Communications Plan
• The Security Plan
• What Are the Protocols?
• The Business Continuity Plan
• The Medical Plan
• The Training and Education Plan
• Look Beyond the Obvious
• Establishing Your Priorities
• Is It Legal?
• Absenteeism
• Keeping Departments Functioning

Course Summary:

For most of us, the unknown is at or near the top of the list of those things which frighten us. It is this fear of the unknown that causes people's breath to quicken when they hear the word "pandemic," especially when used in reference to a new disease or viral strain with no known vaccine or cure.

A pandemic causes more people to look to the government for help. The wider the pandemic spreads the more stress and strain that will be put on the government's resources, particularly in terms of manpower. What citizens of your community must also realize is that government, regardless of the level, cannot deal with a pandemic alone. Local government needs to plan and part of the planning efforts will involve interaction, not just with the more obvious participants such as healthcare professionals, but also business, industry, community organizations, church groups and the public in general.

Time:Approximately 30 minutes approximately 30 minutes

Learning Objectives:

• Identify the five components of a pandemic plan
• Recognize the difference between seasonal influenza and pandemic influenza
• Identify the four supervisors who report to the Planning Committee Director

Key Topics Include:

• Understanding the Influenza Virus
• Fighting the Virus
• Disease Prevention Recommendations
• Why Pandemic Planning is Important
• Step One – First Things First
• Step Two – Public Healthcare
• Step Three – Businesses and Other Local Groups
• Managing the Pandemic Planning Process
• Responsibilities of the Planning Committee Director
• Assembling the Plan

Course Summary:

How do you build strong networks within your company and among industry peers? How do you communicate effectively with different types of people in the workplace and get your point across clearly? This series will help you build bridges and improve your business relationships.

Time: approximately 30 minutes

Learning Objectives:

• Understand the meaning of diversity
• Demonstrate knowledge of practical tools for applying principals of diversity in daily activities.
• Identify opportunities for individual growth by accepting and appreciating diversity in the workplace.

Key Topics Include:

• Understanding Diversity
• A Working Definition
• Perception Versus Reality
• Tracing the Roots of Diversity
• A Look Back in History
• "Melting Pot," "Diversity Salad" or "Multicultural Stew"?
• Understanding Our Differences
• Working on Diversity
• Having a Plan
• The Next Step in the Process
• Why is Acceptance Difficult?
• Building on Understanding and Acceptance
• A Key Ingredient
• Valuing the Whole Person
• The Great Lesson of Diversity
• Universal Desires
• Benefits of Diversity in the Workplace
• Benefits of Diversity
• Diversifying the Workplace
• Varying Levels of Awareness
• All Things to All People?

Course Summary:

Smart managers know that employees are their most valuable asset. However, understanding how and when to recognize employees for their hard work is more than common sense.

This course outlines the importance of employee appreciation and recognition in an organization and provides suggestions about identifying and implementing cost-effective, high-impact methods and programs.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the importance of employee appreciation and recognition and how it can positively impact the workplace.
• Identify low cost recognition programs and activities.
• Understand the most effective ways to deliver rewards and recognition to employees.

Key Topics Include:

• Employee Appreciation and Recognition
• Thoughtful Words are Free
• Recognition Drives Desired Behaviors
• The Power of Positive Reinforcement
• Who Should Receive Rewards and Recognition?
• Why Recognize and Reward Employees?
• Reward Employees in Front of Their Peers
• Other Forms of Motivation
• Reward Immediately
• Reprimand Versus Reward
• Who Gives the Recognition/Rewards?
• What Form Should the Recognition Take?
• Types of Recognition and Rewards
• Other Tangible Rewards
• How Should Recognition Be Communicated in the Organization?
• Self Audit

Course Summary:

While difficult to calculate, the costs of employee turnover are one of the largest expenses faced by any business. Great employees are expensive to recruit, train, and maintain -- so how can you keep them around for a long time?

This course provides an overview of traditional and modern retention methods, practical tips for open communication with employees, and top reasons why managers and companies fail to retain employees.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the importance of employee retention and how it can impact a business.
• Identify low cost employee retention programs and activities.

Key Topics Include:

• The Only Constant is Change
• Old-School Retention Methods
• Retention Basics
• The Power of Communication
• It's a Two-Way Street
• Methods of Gathering Information
• Communicating Through Surveys
• Ask Your Employees for Their Opinions
• Share Information Openly - The Good, Bad and Ugly
• Understanding Common Organizational Goals
• Get the Right People in the Right Positions
• Too Much Focus on Compensation Can Harm the Organization
• Equitable Pay
• Creating a Team Versus an Individual Effort
• Show Respect for All Employees
• Appreciate Your Employees
• Holding People Accountable
• Provide Educational Opportunities
• Celebrate Wins Every Day!
• What Do Employees Look for in a Job?
• Why Do Managers Fail to Retain?
• Why Do Companies Fail to Retain?
• The Exit Interview

An understanding of ethical behavior is critical due to the fact that, regardless of what your role in local government may be, your work is done in the public eye. As a result, expectations regarding your job performance are held to a higher standard than your counterparts in the private sector.

In this course, we will define ethical behavior, provide examples of work situations where a thorough understanding of workplace ethics may be applied, and ways in which you can determine if your decisions and behavior are meeting the appropriate standards.

Course Summary:

Anger is not something that most of us might think we have to be prepared to deal with in our workplace, and yet more and more frequently, issues come up where conflict is involved. Regardless of the reasons, workplace anger is something that has to be dealt with as soon as the issue arises. Ignoring a problem will only allow it to become worse.

In this course, the learner will gain understanding regarding the importance of communication in dealing with employee anger, acquire knowledge regarding productive methods for dealing with employee anger, and finally learn to recognize the behavioral indicators preceding episodes of anger.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of communication in dealing with employee anger.
• Identify productive methods for dealing with employee anger.
• Recognize the behavioral indicators preceding episodes of anger.

Key Topics Include:

• Managing Anger
• Be Aware of the Signs
• Communication is the Key
• Perception is Reality
• Communication is Contagious
• When Communication is Poor
• When Anger Erupts
• Resist the Urge for "Fight or Flight"
• Encourage Them to Talk
• Dealing with Feeling First, Then with the Issues
• Actively Listen
• Your Response
• Moving On to the Issues and Problem Solving
• Up on the Feelings
• Employee's Role
• Management
• When Employees Are Angry with Other Employees
• When Anger Can't Be Controlled

Course Summary:

While management and leadership skill sets often overlap, many business consultants and organizational experts consider the work done by leaders to be different from the work done by managers. Their contention is that a leader focuses on motivating people to achieve a common, often visionary goal. A manager ensures that tasks are completed correctly and on time according to existing policies and procedures.

This course will examine the differences between leadership abilities and managerial skills. Additionally, you will learn about the sorts of tasks typically performed by leaders and those tasks typically performed by managers. You will also gain insight into the ways that you can improve your management and leadership abilities.

Time: approximately 30 minutes

Learning Objectives:

• Identify the commonly-understood differences between managerial skills and leadership abilities
• Recognize the types of tasks that managers and leaders do best
• Determine how individuals can be effective managers and leaders

Key Topics Include:

• The Leadership vs. Management Debate
• What a Leader Does
• What a Manager Does
• Authority vs. Inspiration
• Management, Leadership and Risk
• When Do You Need A Manager? A Leader?
• Scenario and Solution
• An Easy Management vs. Leadership Guideline
• How to Become a Manager
• How to Become a Leader
• Appreciating Different Skill Sets
• A Sports Analogy

Course Summary:

There is no greater asset to a company than its employees; therefore it is clear that finding the best person for the job is crucial to an organization's success. Formal recruiting practices, as well as an ongoing recruitment mindset, are important for finding the right person at the right time.

This course covers common formal recruiting practices, factors that lead to recruiting excellence, and creative recruiting methods and sources.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of having formal recruiting practices.
• Recognize the factors that define recruiting excellence.
• Identify a variety of creative recruiting sources.

Key Topics Include:

• The Value of Human Capital
• Recruiting: A Key Factor in Increasing Value
• Thinking Outside the Box
• Your Reputation Precedes You
• A Great Place to Work
• Implementing Recruiting Strategies
• Employees as Recruiters
• Customer Referral Opportunities
• Recruiting Employees from Other Companies
• Maintaining Ethical Recruiting Standards
• Gauging the Legal Risk
• Organizing Referrals
• Advertise and Market Openings
• Recruiting on the Web
• Employment Agencies
• Executive Recruiters
• Other Applicant Resources
• Recruiting Tips

Course Summary:

Harassment is not only illegal, it can also create an uncomfortable, threatening and unpleasant environment for all people within an organization, not just those involved in a specific incident. All employees need to understand what harassment is and how it can affect individuals, their co-workers and the organization overall. Only by having a thorough understanding can employees help identify, report and eliminate harassment from the workplace.

In this course, the learner will gain knowledge and understanding about what types of behavior can be considered harassment, as well as the remedies that exist for employees who feel like they've been a victim of harassment.

Time: approximately 30 minutes

Learning Objectives:

• Understand the role perception plays in potential harassment situations.
• Recognize the impact on your organization of not reporting incidents when employees see them.
• Identify individual responsibilities in creating a zero-tolerance sexual harassment environment.

Key Topics Include:

• A Harassment-Free Workplace
• The Effects of Harassment
• The Federal Laws
• The First Step: Making Sure a Policy is in Place
• Defining Behavior as Harassment
• Unwelcome Behavior
• The Key is Perception
• Severe or Pervasive Behavior
• Adverse Effect
• "Quid Pro Quo" Sexual Harassment
• Hostile Work Environment
• Sexual Harassment Claims

Course Summary:

Over a lifetime, a person may experience a number of "life–changing" events. Some can be joyful, such as a birth or an adoption. Others can be stressful or tragic, such as a catastrophic illness or devastating injury. For many years, people had to make serious life choices when events such as these occurred. They found themselves torn between taking care of themselves or loved ones and keeping their jobs.

In an attempt to help provide balance, Congress passed and President Bill Clinton signed The Family and Medical Leave Act which went into effect on August 5th, 1993. In this course, the learner will gain understanding of the act's basic provisions as well as the final rules issued by the Department of Labor that went into effect in January, 2009.

Time: approximately 30 minutes

Learning Objectives:

• Identify the basic provisions of the Family and Medical Leave Act
• Recognize the changes made to the FMLA as a result of the Department of Labor's final rules

Key Topics Include:

• Who Is Covered?
• What Are the Eligibility Requirements for Employees?
• When Is FMLA Applicable?
• Serious Health Condition Defined
• Requiring Certification
• Maintaining Health Benefits
• The "Key Employee" Exception
• Department of Labor "Final Rules"
• National Defense Authorization Act for FY 2008
• Final Regulations – Employee Notice Requirements
• Final Regulations – The Medical Certification Process
• Final Regulations – "Categorical Penalties"

Course Summary:

No one should have to fear for their safety at work. However, the reality is that over two million Americans are victims of workplace violence each year. Educating employees about the warning signs and steps for preventing workplace violence could help your organization avert disaster.

This course will help employees identify the types of workplace violence, recognize behaviors that may be precursors to violence, and understand prevention steps.

Time: approximately 30 minutes

Learning Objectives:

• Identify the levels/types of workplace violence.
• Recognize behaviors and attitudes that may be precursors to workplace violence.
• Understand the steps that need to be taken if you perceive a threat or become a victim of violence.

Key Topics Include:

• Hitting Close to Home
• Sobering Statistics
• The Importance of Being Prepared
• Identifying Violence in the Workplace
• Forms of Workplace Violence
• Violence by Strangers
• Violence by Customers or Clients
• Violence by Co-workers
• Violence by Someone with a Personal Relationship to the Employee
• Trust Your Instincts
• Recognizing the Signs
• What are the Behavioral Signs?
• What are the Characteristics?
• Plans for Preventing Violence in the Workplace
• Steps for Limiting Violence by Co-workers
• Threats from the Outside
• Restricting Public Access to Work Areas
• Other Steps for Limiting Violence from Outside Sources
• Be Mindful of "Triggers"
• When Violence Occurs
• Observe Carefully
• What's the Plan?

Course Summary:

Spreadsheets are used every day for tasks as simple as creating a list of employees or as complicated as performing exceedingly complex calculations. Microsoft Excel is the most frequently used spreadsheet software.

This course will provide information on how to create, edit, format and print spreadsheets, and provides good foundational information for beginning users. Also see Microsoft Word Basics and Microsoft Outlook Basics.

Time: approximately 30 minutes

Learning Objectives:

• Understand the purpose of an Excel spreadsheet and common uses at work and home.
• Recognize common terms and parts of the Excel workbook and a typical spreadsheet.
• Identify what information can go in a cell, as well as basic formulas and functions.

Key Topics Include:

• Getting Started
• Toolbars and Spreadsheet Terms
• Data in a Cell
• Cut, Copy, Paste
• Inserting and Deleting Columns and Rows
• Creating a Series
• Understanding Formulas
• Standard Mathematical Operators
• Order of Operations Review
• Formula Shortcuts
• Autocalculate
• Spreadsheet Formatting - Fonts, Sizes and Styles
• Spreadsheet Formatting - Values and Numeric Labels
• Formatting for Ease of Viewing On-Screen
• Printing a Worksheet
• Saving a Workbook

Course Summary:

Microsoft Outlook serves as a personal organization and communication software. The most frequently used feature of Outlook is its e-mail component and this training will demonstrate how to create an e-mail, format and send it. Outlook is also used as an organizing tool through its Calendar, Contacts and Tasks sections.

This course is directed toward beginning level users and will demonstrate how to get into the program, maneuver from function to function, and perform basic activities in the most frequently used sections of Outlook. Also see Microsoft Excel Basics and Microsoft Word Basics.

Time: approximately 30 minutes

Learning Objectives:

• Understand the value of Microsoft Outlook as a communication tool.
• Identify the scheduling tools available on the Outlook calendar.
• Identify the methods for attaching files to an e-mail.

Key Topics Include:

• The Impact of E-Mail
• Mail - Creating a Message
• Using "To," "Cc," and "Bcc"
• The Body of Your E-Mail
• The Formatting Toolbar
• Font Type, Size, Color, Style
• Text Alignment and Indents
• Attaching Files to E-Mail
• Managing Your Inbox
• Moving E-Mails to Folders
• Viewing E-Mails
• Replying to E-Mail
• Adding Names to Your Contact List
• Creating a Distribution List
• A Time Management Tool
• Adding to Your Schedule
• Viewing Your Calendar
• Invited Events
• The TaskPad

Course Summary:

This course will focus on the Windows XP operating system. Specifically, you will be introduced to several basic Windows functions and tips that will make your computing experiences easier and more enjoyable including understanding the basic terminology associated with Windows XP, determining the best methods to navigate through Windows XP and finally recognizing the value that a well-designed operating system offers.

Time: approximately 30 minutes

Learning Objectives:

• Understand the basic terminology associated with Windows XP.
• Determine the best methods to navigate through Windows XP.
• Recognize the value that a well-designed operating system offers.

Key Topics Include:

• Welcome to the Nerve Center
• Which Version is Best?
• Your Computer's Roadmap
• Your Computer's Operating Platform
• Welcome to the Desktop
• Customizing Your Display
• Working with the Taskbar
• Using the Start Menu
• Setting up Application Shortcuts
• System Status at a Glance
• Making Sense of Windows Buttons
• Inside My Computer
• Your Machine's Hard Drive
• External Storage Devices
• The Windows Task Pane
• Tracking Down Lost Information
• Ready and Waiting to Help

Course Summary:

For any organization to operate successfully, the ability to communicate effectively is critical. External and internal communication was made much easier with the advent of Microsoft Word software, the word processing component of Microsoft's Office suite of products.

While Word can be used in a variety of different ways for a variety of different purposes, the focus for the learner of this course will be on basic documents, such as business letters, reports and memos. Upon completion of this course, you should be able to easily generate and save a typical Word document. Also see Microsoft Excel Basics and Microsoft Outlook Basics.

Time: approximately 30 minutes

Learning Objectives:

• Understand how to prepare a letter, report or memo using Microsoft Word.
• Identify methods for formatting documents to fit your specific needs.
• Recognize basic functions on the toolbars and how to use them.

Key Topics Include:

• Opening Word
• The Formatting Toolbar
• Font Size and Style
• Bold, Italics and Underline
• Aligning Text
• Line Spacing
• Numbered and Bullet Points
• Decrease Indent, Increase Indent
• Outside Border
• Highlighting Text
• Font Color
• The Standard Toolbar and Options
• The Menu Bar
• File
• Open
• Save
• Save As
• Print Preview
• Print
• Insert
• Insert - Pictures
• Tools - Spelling and Grammar Check
• Tables

Course Summary:

Because robberies are crimes involving suspects with weapons, law enforcement officers need to take a cautious, planned approach every time they receive a robbery call. According to an FBI study, 10% of all willful homicides in the United States can be directly related to robberies. To ensure their own safety and well-being, as well as that of the victims of the crime, officers need to understand the risks, as well as their responsibilities and what their priorities are at the crime scene.

In this course law enforcement officers will learn the importance of knowing the businesses and business owners in the area they serve as well as maintaining the integrity of the crime scene, and the best and safest methods for apprehending suspects.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the importance of approaching a robbery scene in as inconspicuous manner as possible
• Identify the priorities after arriving at a robbery scene
• Understand why Community Policing is helpful in reducing the impact of robberies in your patrol area

Key Topics Include:

• Who Commits Robberies?
• When to Respond and When Not to Respond
• Approaching the Scene
• Arriving at the Scene
• How Many Suspects?
• Confrontation
• Your First Responsibility
• Using Community Policing to Provide Better Response
• Prime Time for Robberies
• Preparing Business Owners and Managers
• Securing the Crime Scene
• Victims and Witnesses

Course Summary:

Interviews and interrogations are two ways to formally solicit information from witnesses and suspects. A properly conducted interview or interrogation can often be the difference between solving and successfully prosecuting a case, and not. An investigator should be aware of the distinctions between interviews and interrogations, as well as the best methods for eliciting information from a subject.

In this course you will learn some ways to question interviewees and judge the truthfulness of their responses. This course will also cover the distinctions between interviews and interrogations and provide methods for conducting them effectively.

Time: approximately 30 minutes

Learning Objectives:

• Identify the difference between an interview and an interrogation.
• Recognize the appropriate location and methods for conducting an interview.
• Determine how to conduct an interrogation to elicit a written confession.

Key Topics Include:

• The Difference Between an Interview and an Interrogation
• Conducting an Interview
• The Interview Setting
• The Interview Room
• Interviewer Demeanor
• Asking Open Questions
• When an Interview Stops Being an Interview
• Conducting a Formal Interview
• Conducting an Interrogation
• Setting the Stage for a Confession
• The Interrogator's Demeanor
• Evaluating a Suspect's Truthfulness
• Basic Interrogation Steps
• The Verbal Confession
• The Written Confession

Course Summary:

For law enforcement officers, the challenges of working with minority communities require officers to navigate differences of language, culture, religion, custom and perceptions. While it may not be practical to become experts on every country, culture and religious belief that may be part of the community, it is in officers' best interest to gain at least a rudimentary knowledge of the communities which they have vowed to protect and serve.

In this course, the learner will gain understanding regarding how empathy, understanding and communication will enhance their ability to work effectively within minority communities as well as some of the characteristics of the communities in which they will serve.

Time: approximately 30 minutes

Learning Objectives:

• Identify cultural characteristics of various minority communities
• Recognize the importance of empathy, understanding and communication in establishing dialogue with minority communities
• Identify why stereotypes inhibit law enforcement officers and the communities they serve from working effectively

Key Topics Include:

• What Defines a "Minority?"
• More Than One "Minority" In America
• The Myth of the Melting Pot
• Becoming "American"
• The Challenges for Law Enforcement
• Interacting With to Law Enforcement
• The Keys to Success
• The African American Community
• Law Enforcement and the African American Community

Course Summary:

One of the harsh realities of living in the 21^st Century is the pervasiveness of youth violence. Living in the city, suburbs or country makes no difference. Violence perpetrated by young people can occur anywhere. While a "get tough on crime" approach may put offenders away, the question that really needs to be answered is why youth violence occurs in the first place. What causes adolescents and teens to engage in acts, both planned and random, that would seem unthinkable to most people? Can anything be done to prevent or curtail it? While there are no "one-size-fits-all" answers to these questions, in this course the learner will gain some understanding of what some of the root causes of violence are in young people, as well as some of the approaches the community can to adopt to address youth violence at its roots.

While there are no "one-size-fits-all" answers to these questions, in this course the learner will gain some understanding of what some of the root causes of violence are in young people, as well as some of the approaches the community can to adopt to address youth violence at its roots.

Time: approximately 30 minutes

Learning Objectives:

• Identify the "roots" of youth violence
• Recognize the common characteristic shared by "gang bangers" and school-shooters
• Recognize why simply adapting a "tough-on- crime" approach to youth violence doesn't address root causes of the problem

Key Topics Include:

• Getting Tough on Crime
• Are We Making a Difference?
• Are We Giving Up Too Easily?
• Getting to the Root of the Problem
• The Missouri Model
• Where Does the Fault Lie?
• Perception Defines Reality
• The Role of Parenting
• Abuse
• Personal Responsibility
• Bullying
• Violence Internalized
• Violence Externalized

Course Summary:

On any given day your organization could encounter a problem that would impact its overall operation. This could be anything from the loss of an employee to the total destruction of your current building and everything in it! To prepare for this possibility, a business continuity plan is the first step toward ensuring that your business can weather whatever disaster may transpire.

In this course, the learner will find out why business continuity planning is essential, learn to recognize the forms in which disasters strike and the categories in which they fit, gain understanding of the importance of organization assets and the recovery time objective for each item and finally, learn to identify the eight categories that should be incorporated into every business continuity plan. Also see Emergency Preparedness.

Time: approximately 45 minutes (2 module course)

Learning Objectives:

1. Module 1
• Understand why business continuity planning is essential.
• Recognize the forms in which disasters strike and the categories in which they fit.
• Understand the importance of organization assets and the recovery time objective for each item.
• Identify the eight categories that should be incorporated into every business continuity plan.
2. Module 2
• Identify key documents that will need to be written for guidance during emergency situations.
• Understand the importance of planning in preparing for business recovery.
• Recognize the importance of being detailed during the planning process.

Key Topics Include:

1. Module 1
• Parts of the Business Continuity Plan
• Anticipating Potential Disasters
• Recovery Time Objective
• Plan Development
• The Importance of Communication
• Your Most Important Asset
• Emergency Plans
• Client Service Continuity
2. Module 2
• Employee Emergency Contact List
• Customer Contact List
• Document Repository List
• Emergency Plans
• Emergency Procedures
• Aftermath
• Emergency Plan Test Results

Course Summary:

Police, fire and emergency medical personnel, without question, have jobs that are very unique compared to most people. For that matter, elected officials at all levels of government and the departments that make government function, plus officers of the court share this similar characteristic; all do work that is specialized, and in many cases, without a counterpart in the private sector. Occasionally, however, an event or series of events will occur that puts even the most experienced officers, officials and administrators to the test.

This course is designed to help all departments, organizations and agencies within the public sector prepare for just such an event. Also see Bloodborne Pathogens, Dealing with Cold Stress, and Dealing with Heat Stress.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of a crisis management team.
• Identify the members of a crisis management team and define their roles.
• Recognize the importance of reporting facts through a designated spokesperson.

Key Topics Include:

• Preparation is the Key
• The Purpose of Crisis Management Planning
• Major Crisis Planning Steps
• The Crisis Management Team
• Responsibilities of the Team Leader
• The Crisis Spokesperson
• The Safety Coordinator
• Department Heads
• Utilities Liaison
• Security
• The Basic Crisis Plan - Unique and Common Elements
• Crisis Identification and Planning
• Entity-Wide Crisis Review
• Crisis Scenarios and Impact
• Crisis Procedures
• The Role of the Spokesperson in Dealing with the Media
• When Not to Answer Questions
• When Information is Limited
• Prepare by Role Playing
• Dealing with Difficult Questions
• Public Officials
• Role of Employees in Dealing with the News Media
• Post-Crisis Evaluation

For any organization to be successful, work rules need to be followed and job performance has to meet acceptable levels. When this does not occur, steps need to be taken that will change behavior or performance to meet the organization's needs.

This course will educate managers on the importance of rules and discipline in the workplace and will help them identify steps in the progressive disciplinary process.

Course Summary:

Providing a safe work environment free from drugs and alcohol is the responsibility of every manager. Alcohol and drug awareness training will help your managers learn how they can be part of the solution.

This course will help managers understand how drugs and alcohol can impact your organization as well as help them recognize signs of drug or alcohol abuse within the organization.

Time: approximately 30 minutes

Learning Objectives:

• Understand how drugs and alcohol might be having an impact on your organization.
• Detect physical, behavioral and performance indicators that someone might be abusing drugs or alcohol.
• Identify the types of drugs available and their impact on the people that use them.

Key Topics Include:

• The Drug-Free Workplace Act
• The Basic Requirements
• The Facts You Should Know
• Facts that Should Scare You
• Your Responsibility as a Manager
• First Steps
• Reasonable Suspicion
• Factors Considered in Determining Reasonable Suspicion
• Performance Indicators
• Behavioral Indicators
• Physical Indicators
• Drug Specific Symptoms
• Other Factors Considered
• Commonly Addictive Drugs
• Specific Information by Drug Type
• Careful Intervention
• Drug Testing
• Know the Laws
• Handling the Situation

Course Summary:

The goal of every manager is to treat each employee equally; however, this doesn't mean that a one-size-fits-all management style will be successful. Every generation has their own unique set of ideals, expectations, and needs.

This course will help managers understand differences between generations and determine the best management techniques for each.

Time: approximately 30 minutes

Learning Objectives:

• Understand the difference between the generations.
• Identify key characteristics of each different generation.
• Determine how best to manage the different generations in the workplace.
• Understand how each generation contributes to your organization.

Key Topics Include:

• Generational Insight
• Generations Defined
• Individual Generational Definitions
• Next Generation to Come
• Difficulties of Managing Different Generations
• Generational Contribution
• Questions to be Answered
• Managing and Retaining Traditionalists
• Managing and Retaining Baby Boomers
• Managing and Retaining Generation X
• Managing and Retaining Generation Y
• Managing and Retaining "The Next Generation"

Course Summary:

Every day at workplaces across the country, employees huddle in conference rooms to tackle a wide range of issues. What most organizations don't realize is that most meetings are universally perceived by employees to be an unproductive, costly waste of time.

This course will help managers understand the fundamentals of meeting management and group development.

Time: approximately 30 minutes

Learning Objectives:

• Understand the basic fundamentals of meeting management.
• Recognize the role group development plays in effective meetings.
• Analyze and avoid the common problems associated with meetings.

Key Topics Include:

• A Way of Life
• Types of Meetings
• Seven Sins of Meetings
• The Stages of Group Development
• Laying Down Some Ground Rules
• Getting More out of Meetings
• Less is More: Avoiding Meetings Like the Plague
• Establish Objectives Beforehand
• Game-Planning Your Meeting
• Doing Your Homework
• Address Action Items
• Your Meeting in Review
• Selecting a Meeting Site
• Understanding Responsibilities
• Time Management
• "A Penny Saved is a Penny Earned"
• Keeping Minutes
• The Notion of the Power Lunch
• Spicing Things Up
• Stopping Them in Their Tracks

Course Summary:

Despite the best of intentions and most meticulous planning, meetings can dissolve into chaos without a proper framework of rules in place. For more than 100 years, parliamentary procedure has been the preferred rule of thumb for running organized meetings. Any organization, from local hobby clubs, to business meetings and political entities can benefit from applying the guidelines of parliamentary procedure.

This course will cover the basics of parliamentary procedure, including types of motions, the hierarchy of motions, how to deliver different kinds of speeches, differentiating the various orders of business, guidelines of a well-organized meeting and different ways of voting.

Time: approximately 30 minutes

Learning Objectives:

• Understand the basics of parliamentary procedure
• Define the terms and actions associated with formal business proceedings
• List the different types of motions and how they should be applied

Key Topics Include:

• Meeting guidelines
• Orders of business
• Types of speeches
• Privileged motions
• Subsidiary motions
• Incidental motions
• Return motions
• Ways of voting

Course Summary:

Managing employee performance through an annual review process may be common, but the best managers know that the performance appraisal process is ongoing and requires their attention throughout the year.

This course will help your managers understand the importance of performance management, both in annual reviews as well as through an ongoing process.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of performance management and preparing for performance appraisals.
• Realize that performance management is not a single day activity, but an ongoing process.
• Identify the key factors that go into an effective performance appraisal process.

Key Topics Include:

• Appraisal Process is Essential
• Performance Management - The Beginning
• Establishing Performance Standards
• Areas of Responsibility
• Meeting Standards
• Expressing Standards
• Performance Measurements
• Coaching for Performance
• Coaching - The Impact
• Key Elements of Coaching
• Great Coaches Plan
• Coaching - The Right Stuff
• Conducting Coaching Sessions
• Coaching Sessions for Positive Performance
• Coaching Sessions for Performance Improvement
• Coaching Sessions for Performance Deficiencies
• Coaching Sessions - Follow-Up
• Performance Appraisal
• What Should an Employee Expect?
• Preparing for the Appraisal
• Conducting the Appraisal Discussion
• The Final Appraisal Document

Course Summary:

Your employees are your most important asset! Bringing new employees on board with effective orientation greatly increases the likelihood that they will be productive long-term assets to your organization. You don't get a second chance to make a first impression!

Time: approximately 30 minutes

Learning Objectives:

• Recognize the importance of proper employee orientations.
• Identify problems that can arise from a poor orientation process.
• Demonstrate how effective orientations can increase productivity.

Key Topics Include:

• Why are Employee Orientations so Important?
• Starting on the Wrong Foot
• Don't Kill Them with Paperwork
• Purpose of Orientation
• First Impression
• Workstation
• Introductions
• Don't Overlook the Little Things
• Learning How Things Work
• Employment Paperwork
• Orientation Videos
• Lunch Provided by the Organization
• Standards and Expectations
• Fill in the Blanks
• Buddy System
• Be Patient
• Orientation Checklist

Course Summary:

Although many people consider meetings a waste of time, this doesn't have to be the case. Running an effective board meeting requires significant behind-the-scenes planning and coordination to establish clearly defined goals. Also, everyone around the table should feel like they have had an opportunity to contribute to effectively resolve outstanding issues. A good chairperson knows how to handle different personality types and draw them into the conversation, while keeping an eye on the clock and making sure everything stays on schedule.

This course will cover the techniques for encouraging participation, resolving conflict and keeping discussion focused. Additionally, you will about the different styles of leadership, diverse personality types around the table and the behind-the-scenes planning essential for conducting a successful meeting.

Time: approximately 30 minutes

Learning Objectives:

• Determine how to keep a meeting on time, focused and moving forward.
• Identify and work effectively with different personalities around the board table.
• Recognize the peripheral components essential to running an effective meeting, including minutes, agenda and calendar.

Key Topics Include:

• Meeting frequency
• The agenda
• Roles of board members
• Personalities around the table
• Leadership styles
• Common pitfalls
• Resolving conflict
• Keeping discussion on track
• Reaching a decision

Course Summary:

Employees are an organization's internal customers, and its most valuable asset. Employee departure statistics show that direct supervisors have a greater effect on turnover than anyone in the organization.

This course will help your managers learn effective supervisory communication skills and identify key characteristics of good supervisors. Also see Supervisory Skills 201.

Time: approximately 30 minutes

Learning Objectives:

• Recognize effective supervisory communication skills.
• Identify key characteristics of good supervisors.
• Understand the skills involved in providing effective supervision.

Key Topics Include:

• The Most Valuable Asset
• Key Characteristics of Supervisors
• Passion for People
• Inspire Creativity
• Employee Support
• Great Conflict Resolution Skills
• Excellent Listening Skills
• Strong Communication Skills
• Staff meetings
• One-on-One Meetings
• Daily Supervisory Walkabouts
• Annual/Semi-Annual Reviews
• Planning, Delegating and Following-up
• Excellent Follow-up Skills
• Creating the "Right" Work Atmosphere

Course Summary:

The best supervisors know that effective management takes more than communication and leadership skills. Take your managers to the next level with this perfect partner course to Supervisor Skills 101.

This course addresses the skills needed to properly assess employee capabilities and understand their job responsibilities. It also covers how to develop employees, performance improvement techniques, and recognition methods. Also see Supervisory Skills 101.

Time: approximately 30 minutes

Learning Objectives:

• Understand how to assess employee capabilities.
• Identify employee development needs and ways to improve performance.
• Identify various methods of rewarding and recognizing employees.

Key Topics Include:

• Supervisor Skills
• Knowing Your Employees' Capabilities
• Employee Success Factors by Job
• Employee Strengths
• Employee Development Areas
• Praise in Public / Punish in Private
• Develop Your Successor
• Formally Train Your Employees
• Orientation Checklists
• Work Rules
• Job Transition Training
• Scheduling and Measuring Training
• Rewarding Employees
• Inexpensive Rewards
• Compensation Rewards
• Traditional Incentives
• Other Employee Recognition Ideas
• Supervisory Impact

Course Summary:

Working in a smaller community doesn't change the need for quality training. If anything, training may be even more important for small communities because of the multiple roles employees often fill. The fact that smaller cities face limitations in the budget they have to work with and the number of staff members they have makes finding cost-effective, time efficient methods of training critical to the success of the training process.

In this course, the learner will learn to identify the methods of training that work best for small communities, recognize the obstacles to overcome in providing training for small communities and finally, understand the criteria for evaluating training needs.

Time: approximately 30 minutes

Learning Objectives:

• Identify the methods of training that work best for small communities.
• Recognize the obstacles to overcome in providing training for small communities.
• Understand the criteria for evaluating training needs.

Key Topics Include:

• Different Challenges, Different Scale
• Same Expectations
• Training Needs
• Training Limitations in Smaller Communities
• Facilitated Training
• Disadvantages to Facilitated Training
• DVD or VHS Tape Training Programs
• Disadvantages of DVDs or VHS Tape Training Programs
• Online Training
• When is Online Training the Best Option?
• On the Job Training
• Shopping Tips for Training Materials
• "Our Community is Too Small to Need Training Materials"

Course Summary:

While there are many benefits of moving into a management position, new managers face many stresses, not the least of which is handling changes in relationships with peers.

This course will help new managers understand the possible reactions of peers to their new position and set the proper tone in handling the changes in relationships that must occur when one moves into a supervisory role.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the rewards and obstacles of moving from the position of peer to one of supervisor in the workplace.
• Identify the changes in relationships that are likely to occur as you move from peer to supervisor.
• Understand the reactions your peers may have as you move from peer to supervisor and how to respond to them.

Key Topics Include:

• Moving up the Chain of Command
• The Rewards of Career Advancement
• Managing Your Co-workers
• Balancing Different Types of Relationships
• Business as Usual?
• Remaining Empathetic
• Be Fair and Even-Handed
• Offering Praise and Criticism
• Treat Everyone as Equals
• State Your Intentions
• Go One on One
• Empowering Your Employees
• When Challenges Arise
• Setting the Tone
• Consistency in Leadership
• Remaining Patient
• Tough Decisions

Course Summary:

As electronic communication such as e-mail and text messaging become more prevalent in our business and personal lives, it has never been more important for your employees to review basic telephone skills.

This course will help employees learn how to make a good impression on the phone, how to place and receive phone calls effectively, and how to be an active listener.

Time: approximately 30 minutes

Learning Objectives:

• Recognize how to make a good impression on the phone.
• Identify how to place and receive phone calls effectively.
• Recall the behavior of an active listener.
• Acquire better communication skills.

Key Topics Include:

• Telephone Impressions
• Important Telephone Skills
• Use Courtesy and Respect
• Placing Telephone Calls
• Receiving Incoming Calls
• Ending the Call and Following Up
• Transferring Phone Calls
• Placing Calls on Hold
• Taking Messages Correctly
• Active Listening

Course Summary:

Communicating verbally is relatively easy for some people. When it is necessary to communicate in a written format, however, they may have difficulty expressing themselves effectively.

This course will teach employees how to make business documents more interesting, informative and easier to understand.

Time: approximately 30 minutes

Learning Objectives:

• Identify techniques for making business documents more interesting and informative.
• Understand the importance of effective communications in the workplace.
• Recognize errors in writing style to be avoided.

Key Topics Include:

• Communication is the Key
• Keep Your Audience in Mind
• Write with Economy
• Keep it Simple
• Abbreviations, Etc.
• Starting and Finishing Strong
• Strong Verbs Become Weak Nouns
• Instilling Confidence
• Looks are Important
• Watch Your Tone
• Techniques for Selling Your Message
• Be Funny, but Be Careful

Course Summary:

Good communication is one of the most important keys to building a successful company.

This course covers the importance of good communication, the components of effective communication, and ways to improve communication in the workplace.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of good communication within an organization.
• Identify the components of effective communication.
• Determine ways to improve communication and foster it in the workplace.

Key Topics Include:

• The Importance of Communication
• Forms of Business Communication
• Non-verbal Communication
• Communication Styles
• Fostering Communication
• Communication Don'ts
• Keeping Communication Channels Open
• Planning for Communication
• The Power of Networking
• Communication Distractions
• Sending and Receiving Information
• Active Versus Passive Listening
• Active Listening Techniques
• Interrupting
• Providing the Right Amount of Detail
• Sticking to the Point

Course Summary:

Security is important in all areas of our lives, whether it be our financial, personal, or electronic. Along with the conveniences of the Internet comes a responsibility on the part of the user.

This course will help your employees keep their personal and business information and files safe from viruses and other dangers.

Time: approximately 30 minutes

Learning Objectives:

• Identify who can intrude into your computer and how.
• Recognize the most common and current ways to keep your technology secure.
• Determine simple ways to prevent viruses in order to avoid losing valuable information.

Key Topics Include:

• The Technology Age
• Internet Delivery Options
• The High-Speed Revolution
• The Legacy of Dial-Up
• The Susceptibility of Your Computer
• Attack of the Hackers
• Safeguarding Your Computer
• Common Hacker Tactics
• Internal Computer Security
• Opening E-mail Attachments
• External Computer Security
• Security Precautions for External Devices
• Security Precautions for Data Storage Mechanisms
• Security Precautions for Hardware
• Security Precautions for Software
• Guarding Valuable Information
• The "Do's and Don'ts" of Passwords
• Helpful Hints for Login Passwords
• Methods for Choosing a Good Password
• Electronic Data Protection

Course Summary:

Every encounter with another person involves a presentation. Your employees present themselves and your organization to others every day. Refining presentation skills can help build confidence in an individual and build success in an organization.

This course will help employees understand the fundamentals of effective presentations, as well as help them recognize common pitfalls.

Time: approximately 30 minutes

Learning Objectives:

• Understand the basic fundamentals of giving an effective presentation.
• Determine the content and style associated with various types of presentations.
• Recognize common pitfalls associated with giving presentations.

Key Topics Include:

• Presentation Defined
• The Building Blocks of a Good Presentation
• The Truth About Speaking and Anxiety
• Getting to the Point
• Plotting Your Strategy
• How People Learn
• Preferred Body Movement and Gestures
• The Value of Visuals
• Guidelines for Preparing Visuals
• Types of Visual Aids
• Fighting Anxiety
• The Proof is in the Preparation
• Your Physiology Explained
• Symptoms of Speaking Anxiety
• The Air Up There
• The Fundamentals of Proper Breathing
• Presentation "Dos" and "Don'ts"

Course Summary:

Strong work relationships provide many benefits for the individuals involved and for the organization. It can have a positive influence on job satisfaction, hold a team together in times of stress, and may be essential for career advancement.

This course explains the advantages of building strong relationship in the workplace, the major characteristics of strong working relationships, and techniques for building them.

Time: approximately 30 minutes

Learning Objectives:

• Understand the advantages of building strong relationships in the workplace.
• Identify the major characteristics of strong working relationships.
• Recognize techniques for building relationships at work.

Key Topics Include:

• Work Relationships are Important
• Making Contact
• Remembering Names
• Respecting Others
• Establishing Trust
• Focus on Listening
• Assertiveness
• Personal Boundaries
• Understanding Versus Enabling
• Collaboration
• Conflict Resolution
• Personal Versus Professional
• Fraternization

Course Summary:

Begin with the end in mind! Goal setting will help motivate employees because they will understand where they, their department and the organization are headed.

This course trains employees to understand the importance of goal setting and how to set them effectively. It also helps them recognize barriers to implementing and achieving goals.

Time: approximately 30 minutes

Learning Objectives:

• Understand the importance of goal setting and how to set goals effectively.
• Identify the components of SMART goals.
• Recognize barriers to setting, implementing and achieving goals.

Key Topics Include:

• The Power of Goals
• Motivation
• Self-Efficacy
• The Effectiveness of Visualization
• SMART Goals Get Results
• Specific, Measurable, Attainable, Realistic, Timely Goals
• Short-term and Long-term Goals
• Write it Down
• Task Management Tools
• Goal Setting Worksheet
• Assessing Resources
• Reviewing Your Goals

Course Summary:

Are your employees stressed out? Stress can have a big impact on the quality and quantity of work being done, whether the stress is caused in the workplace or at home.

This course defines stress, and addresses common causes of stress in the workplace. More importantly, it helps employees learn techniques to alleviate their stress. Finally, it will help them to understand how workplace stress might affect them and those around them.

Time: approximately 30 minutes

Learning Objectives:

• Identify the common causes of workplace stress.
• Recognize different ways to alleviate or deal with stress.
• Determine how workplace stress can affect you and the people around you.

Key Topics Include:

• Defining Stress
• Positive Stress
• Warning Signs
• Primary Causes of Stress
• General Work-Related Problems
• Personal Problems
• Health Issues
• Five Domains to Reduced Stress
• The Physical Domain
• The Emotional Domain
• The Anger Domain and Management
• The Cognitive Domain
• The Behavioral Domain
• Who is Affected by Your Stress?

Course Summary:

Although employers expect personal professionalism to simply be a matter of common sense, some employees are still unable to get to work on time, come to work with a bad attitude or consistently fail to meet basic standards of acceptable behavior.

This course illustrates how accepting personal responsibility for our own actions and everything that happens in our life helps us raise our level of expectations regarding our behavior and our goals. We stop acting like victims and start acting like persons in control of ourselves and our lives. See also Time Management Skills, Work Environment Flexibility, and Writing an Effective E-mail.

Time: approximately 30 minutes

Learning Objectives:

• Distinguish the core expectations your employer has for you from those you have for yourself.
• Acknowledge the importance of personal professionalism in the workplace.
• Recognize the importance of having high self-expectations both personally and professionally.

Key Topics Include:

• Everyday "Core" Employer Expectations
• What are YOUR Expectations for Yourself?
• Don't Confuse Goals with Expectations
• Expectations
• Commonly Used Excuses
• Being Present and on Time
• Where are Your Keys?
• Neither Rain, Sleet, nor Snow
• Your Decisions Impact Other People's Lives
• Your Decisions Impact YOUR Life
• It's Your Choice
• Expect the Best in People; Expect the Worst in People...
• No Excuses
• Dress for Success

Course Summary:

Your time is an extremely valuable and limited commodity. In order to manage their time better, employees need to review and possibly change some of their work and personal habits.

This course will teach your employees to recognize the value of their time, to identify the benefits of good time management, how to better manage their time, and to understand procrastination and how to avoid it. See also Personal Professionalism, Work Environment Flexibility, and Writing an Effective E-mail.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the value of your time.
• Identify the benefits of good time management and ways to better manage time.
• Understand procrastination and how to avoid it.

Key Topics Include:

• Managing Yourself
• Your Time - A Limited Commodity
• What is Your Time Worth?
• Time Stealers
• Benefits of Good Time Management
• Activity Log
• Interruptions
• Identifying and Reducing Interruptions
• Meetings
• Travel Time
• Helpful Travel Time Tips
• Unnecessary Communication
• Paperwork
• Reports
• Procrastination

Course Summary:

Today's workplace is constantly changing. In order to succeed in this environment, employees must learn to expect and plan for change.

This course will help employees recognize the characteristics of a flexible work environment, as well as help them identify methods for managing change personally and in the workplace. See also Personal Professionalism, Time Management Skills, and Writing an Effective E-mail.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the characteristics, pros and cons of a flexible work environment.
• Identify methods for managing change in the workplace.
• Distinguish the characteristics of flexible work roles, role stress and ways to manage it.

Key Topics Include:

• A Changing Workplace
• Managing Resistance
• Change the Situation
• Change Your Response
• Change Your Perceptions
• Remove Yourself from Change
• Strategies for Change
• Change Management Strategy
• Fostering a Flexible Work Environment
• Roles and Role Ambiguity
• Handling Role Ambiguity
• Role Conflict
• Handling Role Conflict
• Role Overload
• Handling Role Overload
• Beneficial or Harmful?
• The Signs of Role Stress

Course Summary:

E-mail is quickly becoming the most common method of communicating in the workplace, both internally (amongst employees) and externally (with customers). Employees should have the necessary skills so their e-mails are clear, concise, and compliant with e-mail etiquette.

This course covers the various components of an e-mail message, techniques for communicating effectively through e-mail, and appropriate styles for different types of e-mail messages. See also Personal Professionalism, Time Management Skills, and Work Environment Flexibility.

Time: approximately 30 minutes

Learning Objectives:

• Identify the various components of an e-mail message and recognize the correct way to use them.
• Recognize the different techniques and rules for communicating effectively through e-mail.
• Distinguish the appropriate behavior styles for different types of e-mail messages.

Key Topics Include:

• How to Write a Subject Line
• Greetings
• Electronic Signatures
• Confidentiality Notice
• Personalize the Language
• Grammar
• Summarize
• Determine Your Audience
• Tone
• Formatting
• Quoting
• Reply to All
• Avoid Pronouns at the Beginning of an E-mail
• How to Address an E-mail properly
• How and When to Send Attachments
• Miscellaneous "Helpful Hints"
• Jargon and Buzz Words

Course Summary:

Spills and leaks occur every day in all types of facilities. Fortunately, most are very small. Many of these spills, however, involve hazardous wastes that must be cleaned up correctly. It's important that everyone in the facility know how to correctly clean up small and large spills - and do so safely.

In this course, the learner will be exposed to best practices for preventing spills in the work area, gain insight on how to deal with a spill and finally, gain knowledge as to why floor drains are rapidly becoming extinct and what best practices are related to floor drains and spilled fluids. See also Bloodborne Pathogens and other Hazardous Materials and Chemicals and MSDS.

Time: approximately 30 minutes

Learning Objectives:

• Describe best practices on preventing spills in the work area.
• Describe how to deal with a spill.
• Explain why floor drains are rapidly becoming extinct.
• Describe best practices related to floor drains and spilled fluids.

Key Topics Include:

• Spills
• Used Absorbents are Usually Hazardous Waste
• Absorbent Containers - Properly Marked
• Guidance for Controlling Used Absorbents
• Sample Labeling
• General Handling of a Large Spill
• Notifications on Larger Spills and Violations
• Oil Spills and Antifreeze Spills
• Four Tips for Handling Small to Medium Spills
• Preventing Spills
• Secondary Containment
• Floor Drains
• Never Down the Drain
• Tracking the Waste Stream to the Source
• Floor Wash
• Oil and Water Separators

Course Description:

Defined simply, defensive driving is driving proactively to ensure the safety of yourself and others. The basic elements of defensive driving require that you make good decisions. However, some circumstances require drivers to have additional knowledge and training to inform their decisions. Advanced defensive driving means being prepared to drive safely in unexpected circumstances and challenging environments. Advanced defensive driving requires being fully informed about potential hazards and knowing the proper techniques for handling them.

This course will cover the techniques for safely driving in severe weather as well as how to share the road with pedestrians and various vehicle types. Additionally, you will learn how to adjust your driving style to account for different road conditions.

Time: approximately 30 minutes

Learning Objectives:

• Identify the hazards associated with severe weather driving and know how to respond to them
• Recognize your responsibilities when sharing the road with other motorists, cyclists, and pedestrians
• Determine how to adjust your driving style to various road conditions

Key Topics Include:

• What is Advanced Defensive Driving?
• Why is Defensive Driving Important?
• Advanced Defensive Driving
• Driving in Severe Weather Conditions Snow and Ice, Standing Water, Skidding, Hydroplaning
• Sharing the Road
• Terrain and Road Conditions
• Work Zones
• Railway Crossings
• Vehicle Types
• 15 Passenger Vans

Course Summary:

Driving a car as part of your job places you in a very unique situation. Anything you do as you go about your work behind the wheel of either your car or a company owned vehicle reflects directly upon your employer. Motor vehicle crashes are the number one cause of work-related fatalities in the United States. Given this statistic, you need to be at your very best when driving your vehicle.

This course will inform you of your responsibilities as an automobile driver for your organization, particularly as it relates to your ability to identify the "4 As of Defensive Driving" and recognizing the significance of the "No-Zone" when driving around other vehicles.

Time: approximately 30 minutes

Learning Objectives:

• Demonstrate an awareness of your responsibilities as an automobile driver for your organization.
• Identify the "4 As of Defensive Driving."
• Recognize the significance of the "No-Zone."

Key Topics Include:

• Don't Underestimate the Risks
• Before You Begin Driving
• NSC Checklist
• Obey the Law - Fasten Your Seat Belt
• Passenger Safety Guidelines
• Zero Tolerance: Alcohol and Drugs
• Do Not Assume Anything!
• Are You Too Close for Comfort?
• Always Follow the Two Second Rule
• Do You Know About "No-Zones"?
• Slow Down in Construction Zones
• Stay Off the Phone
• Road Rage

Course Summary:

Of all the various types of injuries that occur in the workplace, back injury is one of the most significant. At some point, over 66 percent of all Americans will experience some type of back pain.

This course will present the common causes of back injuries, help the learner identify ways to avoid back injury as will as understand the impact back injury can have on his/her ability to work. See also Basic First Aid, Workplace Ergonomics, and Preventing Accidents in the Workplace.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the common causes of back injuries.
• Identify ways to avoid back injury.
• Understand the impact back injury can have on your ability to work.

Key Topics Include:

• Anatomy of the Back - A Grand Design
• A Nagging Type of Injury
• Common Causes of Back Injury
• The Power of Proper Lifting
• Proper Lifting Technique
• Putting Things Down
• Getting Leverage

Course Summary:

You never know when or where a medical emergency will occur. All employees will feel more confident about their ability to respond to an emergency with this introduction to basic first aid principles.

This course will help employees understand how to deal with medical emergencies, including how to assess a situation before administering first aid and recognizing what steps need to be taken in accordance with Emergency Action Principles. See also Back Injuries, Workplace Ergonomics, and Preventing Accidents in the Workplace.

Time: approximately 30 minutes

Learning Objectives:

• Understand how to deal with medical emergencies.
• Determine how to correctly assess a situation and process the information before administering first aid.
• Recognize what steps need to be taken in accordance with the Emergency Action Principles.

Key Topics Include:

• Sobering Statistics
• Dealing with Medical Emergencies
• First Aid Defined
• Your Duties and Obligations
• Dialing 911
• Inside Your First Aid Kit
• Learning Your ABCs
• Airway
• Clearing an Obstruction
• Breathing
• Circulation
• The Basics of Mouth-to-Mouth
• Moving a Victim into the Recovery Position
• Dealing with Scratches and Minor Wounds
• Caring for Major Wounds
• Handling Sprains and Strains
• Treating Burns
• Caring for Eye Injuries
• Defining Triage
• Playing the Good Samaritan

Course Summary:

Every year, employees suffer injury, disease or illness brought on by exposure to hazardous chemicals and/or bloodborne pathogens.

This course will help employees understand the dangers associated with hazardous substances and safe ways to handle them, as well as identify best practices for preventing and cleaning up spills in the work area and finally, understand what an MSDS sheet is and how to use one. See also Absorbents and Spills and Chemicals and MSDS.

Time: approximately 30 minutes

Learning Objectives:

• Understand what an MSDS sheet is and how it is used.
• Identify the dangers associated with hazardous substances and safe ways to handle them.
• Recognize best practices for preventing and cleaning up spills in the work area.

Key Topics Include:

• Common Hazardous Substances
• Labels
• Material Safety Data Sheet
• Chemical precautions
• Blood Borne Pathogens
• Universal Precautions
• First Aid
• Exposure to Pathogens
• Spills
• Blood Droplets or Pools
• Disposal and Storage of Cleaning Materials
• Disposal of Absorbents, Sharps, and Contaminated Clothing
• Containment
• Secondary Containment
• Floor Drains

Course Summary:

OSHA requires employers to provide their employees with detailed information and training on the chemicals they work with and to keep the information where it is easy to access. This is accomplished by means of the Material Safety Data Sheet (MSDS).

In this course, the learner will gain understanding regarding what an MSDS sheet is and how it is used, as well as knowledge of some of the dangers associated with chemicals and ways to be safe when using chemicals. See also Absorbents and Spills and Bloodborne Pathogens and other Hazardous Materials.

Time: approximately 30 minutes

Learning Objectives:

• Describe what an MSDS sheet is.
• Describe how an MSDS sheet is used.
• List some of the dangers associated with chemicals.
• List some ways to be safe when using chemicals.

Key Topics Include:

• Checking the Contents
• Understanding the Label
• Material Safety Data Sheets (MSDS)
• Information Available All the Time
• MSDS: More In-Depth Information
• Health Explanations
• Clear Labels

Course Summary:

Driving a commercial motor vehicle (CMV) safely is a big responsibility because the vehicle you're driving is much larger than the majority of cars, SUVs, and mini-vans that you will encounter as you go about your work day. As a result, should you be involved in an accident, there is a greater likelihood that you will cause more damage to the other vehicle involved than the damage your vehicle will incur, not to mention the severity of injury that may take place.

In this course, employees will learn to recognize the major responsibilities of commercial motor vehicle drivers and identify the "4 A's of Defensive Driving", understand the definition of a "No-Zone" and the steps involved in safely backing up a CMV.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the major responsibilities of commercial motor vehicle (CMV) drivers.
• Identify the "4 A's of Defensive Driving."
• Understand the definition of the "No-Zone."
• Identify the steps involved in safely backing up a CMV.

Key Topics Include:

• "With Great Power Comes Great Responsibility"
• Statistics Tell the Story
• National Safety Council (NCS) Checklist
• A Life and Death Decision
• Stay Off the Phone
• Take Care of Your Vehicle
• Take Care of Yourself
• Zero Tolerance: Alcohol and Drugs
• Driving Responsibly and Defensively
• Are You Too Close for Comfort?
• The "2 Second Rule" is Not Enough
• The CMV Rule for Safe Following Distance
• Always Be Aware of the "No-Zone"
• Backing Up a CMV

Course Summary:

Working for local government in any kind of Public Works capacity could potentially involve the need to work in a confined space. This can be a challenge because, not surprisingly, many people do not enjoy working in a confined space. They are usually awkward, uncomfortable and difficult to get in and out of. In addition to the discomfort, they can also be dangerous.

In this course, the learner will gain knowledge regarding how to identify hazards related to working in confined spaces, recognize safety procedures related to confined spaces and finally, understanding of confined space permits and how special permits impact performing jobs in confined space work areas.

Time: approximately 30 minutes

Learning Objectives:

• Identify hazards related to working in confined spaces.
• Recognize safety procedures related to confined spaces.
• Understand the permit and how it affects confined space work areas.

Key Topics Include:

• Uncomfortable and Potentially Unsafe
• Confined Space Defined
• Hazards
• OSHA Regulations
• Additional OSHA Regulations
• Identifying Hazards
• Protection is Mandated
• Training for Authorized Entrants
• Employer Responsibilities
• Authorized Entrants Responsibilities
• Attendant Responsibilities
• Entry Supervisor Responsibilities
• Additional Safety Procedures

Course Summary:

For those who make their living working outside, disregarding cold weather conditions can have drastic consequences. It's important to be smart, be prepared and always be on the look out for signs of cold stress.

This course will help employees understand the risks inherent in working in cold weather, identify methods for protecting themselves from the dangerous effects of cold weather and most importantly, recognize the warning signs of hypothermia and frostbite. Also see Dealing with Heat Stress.

Time: approximately 30 minutes

Learning Objectives:

• Understand the risks inherent in working in cold weather.
• Identify methods for protecting yourself from the dangerous effects of cold weather.
• Recognize the warning signs of hypothermia and frostbite.

Key Topics Include:

• What is Cold Stress?
• The Risks Can Be Deceptive
• What is Wind Chill?
• What is Hypothermia?
• Death Due to Hypothermia
• Hypothermia Risk Factors and Treatment
• Frostbite Risk Factors and Treatment
• Trench Foot
• Preventing Cold Stress
• Dress for Success
• Best Work Practices
• Adapting the Work Environment

Course Summary:

"Is it hot enough for you?" is a phrase that is tossed about often during the dog days of summer as part of many casual conversations. When it comes to people who have to work in environments of extreme heat, however, it is not a casual subject. It can easily become a life or death matter if appropriate measures are not taken to minimize the effects of heat stress.

This course will help employees understand the health risks associated with heat stress, identify methods for minimizing the effects of heat, and finally recognize the symptoms of heat stroke and heat exhaustion in themselves and others. Also see Dealing with Cold Stress.

Time: approximately 30 minutes

Learning Objectives:

• Understand the health risks associated with heat stress.
• Identify methods for minimizing the effects of heat.
• Recognize the symptoms of heat stroke and heat exhaustion in yourself and others.

Key Topics Include:

• Environmental Factors
• Physical Factors
• How the Body Reacts
• Levels of Severity: Heat Stroke
• Levels of Severity: Heat Exhaustion
• Levels of Severity: Heat Collapse
• Error On the Side of Caution
• Other Heat-Related Conditions - Heat Cramps
• Heat Rash
• Heat Fatigue
• Engineering Controls for Managing Heat Stress
• Air Treatment
• Fans
• Heat Conduction Blocking
• Acclimatization
• Fluid Replacement

Course Description

Defensive driving is driving proactively to ensure the safety of yourself and others.   By this definition, defensive driving sounds like a simple, common sense practice.  Everyone thinks that driving safely and responsibly is the right thing to do.  However, people’s understanding of what constitutes safe and responsible driving can vary from person to person.  In fact, you may think you’re driving defensively while ignoring potentially dangerous habits that are second nature.

This course will cover the basics of defensive driving, providing a clear picture of how you should drive so that you are in control of your vehicle at all times and actively making safe choices while behind the wheel regardless of what other drivers are doing.  Additionally, you will learn how the decision you make can improve your own safety, as well as the safety of everyone else on the road.

Time:  Approximately 30 minutes

Learning Objectives:

• Recognize how your decisions impact your safety and that of other motorists
• Identify the actions you can take to be safer behind the wheel
• Recognize the risks and costs of inattentive, irresponsible, and aggressive driving

Key Topics Include:

• What is Defensive Driving?
• Why is Defensive Driving Important?
• Basic Defensive Driving
• Watching the Road
• Maintaining Safe Speeds
• Yielding the Right of Way
• Using Proper Safety Equipment
• Judgment and Courtesy
• Driving While Impaired – Drugs and Alcohol, Drowsy Driving, Other Types of Impairment
• Aggressive Driving, Tailgating, and Road Rage

Course Summary:

While it's not always possible to avert disaster or avoid an electrical incident or fire, we can minimize the frequency and reduce the level of damage and loss by understanding what causes them and what to do if they occur.

This course will help employees identify the most common electrical hazards and flammables. It will also help them learn what to do in case of a fire and how to recognize and use the different types of fire extinguishers. See also Lockout/Tagout.

Time: approximately 30 minutes

Learning Objectives:

• Identify the most common electrical hazards and flammables.
• Understand what to do in case of a fire.
• Recognize the three types of fire extinguishers and their usage.

Key Topics Include:

• Electricity Safety
• How Electricity Works
• Conductors and Non-Conductors
• Labeling and Accessibility
• Electricity and the Human Body
• The Effects of Electricity on the Human Body
• Electrocution
• First Aid
• Using Electricity Safely
• Plugs and Extension Cords
• Fast Life Saving Switches: GFCIs
• OSHA Rules for Controlling Electricity
• Common Sense Electrical Safety procedures
• Fire Safety
• In Case of Fire
• Fire Extinguishers

Course Summary:

Most people don't think logically during a crisis. For that reason, it is important to have a plan in place before an emergency occurs.

This course will help your employees recognize how to prepare for and respond to an emergency in the workplace. It will also help them identify the components of an Emergency Action Plan and understand proper exit and assembly procedures.

Time: approximately 30 minutes

Learning Objectives:

• Recognize how to prepare for and respond to an emergency in the workplace.
• Identify the components of an Emergency Action Plan.
• Understand proper exit and assembly procedures.

Key Topics Include:

• Emergency Preparedness
• Realities of Post 9/11
• Workplace Hazards
• Emergency Response
• Emergency Action Plan
• Employees with Disabilities
• Emergency Plan Coordinators
• Exit Routes
• Exit Signs Must Be Clearly Marked
• Alarms and Evacuation
• Smoke Alarms
• Alarms for Individuals with Disabilities
• Sprinkler Systems
• First - Sound the Alarm!
• Act Quickly and Remember:
• Personal Responsibility and "Mapping"
• A Focused Walk Through
• The Real Evacuation
• Know EXACTLY Where to Meet
• Do Not Go Back In!
• Do Things Perfectly

Course Summary:

Whether one's job involves using tools and being up on ladders every day of the week, or whether the only time your feet leave the ground is to use a step stool to get something off of the top shelf of the supply room, it is important that you have an understanding of how to properly use equipment used on the job such as ladders, power tools or dollies and hand trucks.

This course will help employees first identify different types of ladders and equipment used for materials transport and finally, recognize the risks of and safe usage techniques for ladders, power tools, and transport vehicles. Also see Preventing Accidents, Personal Injury in the Workplace, Preventing Slips, Trips and Falls in Schools, Lawn Care Equipment Safety, Snow and Ice Management, and Trench Safety.

Time: approximately 30 minutes

Learning Objectives:

• Identify different types of ladders and equipment used for materials transport.
• Recognize the risks of and safe usage techniques for ladders, power tools, and transport vehicles.

Key Topics Include:

• Ladder Safety
• Types of Ladders
• Avoiding Ladder Accidents
• Match the Ladder to the Need
• Ladder Setup
• Using Ladders Properly
• Aluminum and Metal Ladders
• Three Tips for Ladder Storage and Preservation
• Ladders: OSHA Regulations and Frequent Violations
• Power Tool Safety
• OSHA and Power Tool Safety
• Proper Use of Dollies and Hand Trucks
• Securing Cargo
• Options for Securing Cargo
• Overexertion
• Selection and Loading of Material Handling Aids
• Moving Your Materials
• Other Tips for Safe Use

Even the safest job locations will have worksite incidents that will need to be investigated and reported. Doing so will provide an even safer and better place to work. It should be the goal of your local government to provide a safe place of employment and to employ proper procedures to reduce, eliminate and document safety-related issues.

This course will illustrate the importance of incident investigations and the role individuals should play in the processs as well as identify the types of information to be collected in an incident investigation.

 

Course Summary:

Falls from height remain one of the leading causes of workplace fatalities, and yet many people are of the opinion that risks exist only when one is on a ladder at great heights. In fact, a fall from even the smallest of step ladders can still result in significant injury and even death.

While the statistics are alarming, the good news is that many ladder related accidents can be avoided by simply choosing the right equipment and then using it properly. In this course, we will discuss the different types of ladders available, their limitations and restrictions and the appropriate techniques one should practice to ensure their safety while using them.

Time: approximately 30 minutes

Learning Objectives:

• Identify the 4 different ladder classifications
• Understand the importance of proper ladder setup
• Recognize how to choose the right sized ladder

Key Topics Include:

• The Realities of Ladder Related Injuries
• Types of Ladders
• Choosing the Right Size
• Identifying Hazards
• Defective Ladders
• Ladder Setup
• Ladder Placement
• Setting Up Extension Ladders
• Extension Ladder Safety
• Safety Procedures
• Ladders and Electricity
• Storing a Ladder

Course Summary:

Lawn mowers are an important component in the ongoing efforts to keep our community looking its best. To many people, the sound of lawn mowers running and the smell of fresh-mowed grass are welcome signs of spring and summer's return. One should always keep in mind, though, that there are risk factors involved in operating this powerful equipment.

This course will help employees recognize the risks involved in using lawn care equipment, identify the 4 most common types of lawn mower accidents and ways to avoid them and finally, provide tips for the safe operation of different types of lawn care equipment. Also see Equipment Safety, Preventing Accidents, Personal Injury in the Workplace, Preventing Slips, Trips and Falls in Schools, Snow and Ice Management, and Trench Safety.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the risks involved in using lawn mowing equipment.
• Identify the 4 most common types of lawn mower accidents and ways to avoid them.
• Understand the steps involved in the safe operation of different types of lawn mowing equipment.

Key Topics Include:

• Don't Underestimate the Risks
• Four Types of Accidents
• Understanding the Operator's Manual
• Match the Equipment to the Job
• Taking Care of Your Equipment
• Loading and Unloading Mowing Equipment
• Slow Moving Vehicle
• Protective Devices on the Mower
• Protecting Hearing and Sight
• Wear Appropriate Clothing
• Proper Handling of Gasoline
• Checking the Area Before You Begin
• Not a Passenger Vehicle
• Mower Speed
• Rules for Riding Mowers and Tractors
• Mowing on Slopes
• Rollovers
• Weed Trimmer Safety

Course Summary:

Dozens of workers are killed and more are injured every year because they did not de-energize and lock out equipment before working on it. Lockout/Tagout is a way to make sure electricity or other energy is not turned on (or released) while someone is working on machinery.

This course will define the Lockout/Tagout (LO/TO) process, communicate risks of not using proper procedures and finally, define and emphasize proper procedures and responsibilities for the learner. See also Electrical and Fire Safety.

Time: approximately 30 minutes

Learning Objectives:

• Understand the Lockout/Tagout process.
• Recognize the risks of not using proper procedures.
• Identify proper procedures and responsibilities.

Key Topics Include:

• Safety Around Machinery
• The Real World of LO/TO
• OSHA Regulations
• Employee Responsibility
• Hazards
• Errors in Judgment
• Identifying Hazards
• Protection Against Hazards
• Trained and Authorized Workers Only
• Removal of Locks and Tags

Course Summary:

The Occupational Safety and Health Administration's regulations on exit routes have been created to ensure that people will have safe, easily identifiable and efficient means of leaving a building, facility or area during emergency situations. Disaster often comes without warning, and the individual's survival and the survival of others will depend on being prepared.

This course will show the learner how to recognize exit routes and to understand what his/her personal responsibilities are in an emergency as well as how to prepare himself/herself for an emergency and finally, identify appropriate assembly procedures. See also Emergency Preparation and Egress.

Time: approximately 30 minutes

Learning Objectives:

• Recognize exit routes and your personal responsibility.
• Understand how to prepare yourself for an emergency.
• Identify proper exit and assembly procedures.

Key Topics Include:

• Emergency Preparation
• Exits
• Alarms and Evacuation
• Sprinkler Systems
• First - Sound the Alarm!
• Act Quickly
• Personal Responsibility and Mapping
• Be personally Responsible
• Do a Focused Walk-Through
• Real Evacuation
• Know EXACTLY Where to Meet
• Assembly - Head Count
• Emergency Preparedness
• Do Things Perfectly

Course Summary:

According to the Survey of Occupational Injuries and Illnesses by the Bureau of Labor Statistics within the U.S. Department of Labor for the year 2003, a total of 4.4 million nonfatal workplace injuries and illnesses were reported. Many of these injuries could be avoided with the proper understanding of why injuries occur and how to avoid them.

This course will help employees understand common ways they can injure their back, feet, eyes, hands, and hearing on the job, identify some ways they can prevent personal injuries from occurring and finally, understand the importance and proper usage of protective foot, eye, hand, and hearing protection. Also see Equipment Safety, Preventing Accidents, Preventing Slips, Trips and Falls in Schools, Lawn Care Equipment Safety, Snow and Ice Management, and Trench Safety.

Time: approximately 30 minutes

Learning Objectives:

• Identify common ways you can injure your back, feet, eyes, hands, and hearing on the job.
• Identify some ways to prevent personal injuries.
• Recognize the importance and proper usage of protective foot, eye, hand, and hearing protection.

Key Topics Include:

• Back Pain - More Common Than You Think
• Anatomy of the Back - A Grand Design
• Common Causes of Back Injury
• Proper Lifting Technique
• Putting Things Down
• Better Yet, Don't Lift at All!
• How Hands Get Hurt
• Match the Glove to the Job
• Where the Risk Is
• Skin Absorption: Different Job, Different Glove
• Repetitive Motion Disorders
• Avoiding Repetitive Motion Disorders
• Injuries to the Eyes
• Protecting Your Eyes
• The Sound of Music
• Types of Hearing Protection
• Putting Your Best Foot Forward
• Types of Protective Footwear

Course Summary:

Accidents happen. However, sometimes such accidents and injuries occur because of poor decision making, a lack of personal responsibility for one's health and well-being, or a lack of proper personal protective equipment.

This course will help employees identify ways that they could injure their back, feet, eyes, hands, and hearing on the job. It will also help them identify ways to prevent these personal injuries, including usage of proper protective equipment. See also Back Injuries, Basic First Aid, and Workplace Ergonomics.

Time: approximately 30 minutes

Learning Objectives:

• Identify common ways you can injure your back, feet, eyes, hands and hearing on the job.
• Identify some ways to prevent personal injuries.
• Recognize the importance and proper usage of protective foot, eye, hand and hearing protection.

Key Topics Include:

• Back Pain - More Common Than You Think
• Anatomy of the Back - A Grand Design
• A Nagging Type of Injury
• Common Causes of Back Injury
• We're Not Kids Anymore!
• The Power of Proper Lifting
• Proper Lifting Technique
• Putting Things Down
• Most Jobs are "Hands On"
• Injuring Your Hands
• Follow a Good Example
• Match the Glove to the Job
• Targeting the Risk
• Skin Absorption: Different Job, Different Glove
• Hazardous Materials and You
• Repetitive Motion Disorders
• Avoiding Repetitive Motion Disorders
• Injuries to the Eyes
• Protecting Your Eyes
• The Sound of Music
• Types of Hearing Protection
• Putting Your Best Foot Forward
• What is Protective Footwear?
• What are the Hazards?

Course Summary:

For as long as comedy has existed, one sure way to get a laugh has been to have a character slip and fall. In the workplace, however, there is nothing funny about slips, trips and falls.

Slip, trip and fall accidents are among the leading causes of traumatic occupational death. According to the Bureau of Labor Statistics, approximately 3,000 nonfatal and almost 700 fatal work–related falls occur annually. Since occupational falls are associated with high rates of lost time from work and medical costs, it is in everyone's best interests to understand the risks involved and learn ways to avoid this type of hazard.

In this course, the learner will gain understanding regarding where slips, trips and falls are most likely to occur, how to minimize the risk of workplace accidents and the importance of personal responsibility in risk management.

Time: approximately 25 minutes

Learning Objectives:

• Identify areas where slips, trips and falls are most likely to occur
• Recognize the need to clean up spills as you see them
• Understand the need for taking personal responsibility to eliminate slips, trips and falls in your office

Key Topics Include:

• Where Do Accidents Occur?
• Sidewalks, Parking Lots and Building Entrances
• Upon Entering the Building
• Upstairs, Downstairs
• Offices
• Clean Floors Can Be Slick Floors
• "Accidents Happen"
• Defensive Walking
• Ladder Safety
• A Few Thoughts on Footwear

Course Summary:

Getting oxygen to your lungs is crucial. Without air/oxygen, you only have a few minutes to live. Sadly, some people think they are invincible, and they allow their lungs and respiratory system to be damaged on the job over a period of time by not being aware of possible breathing problems or using the proper protective equipment for breathing.

In this course, the learner will gain understanding regarding the importance of proper respirator use, why respirator fit tests and medical approval are necessary before using a respirator and finally an understanding of situations where negative pressure and positive pressure respirators are applicable.

Time: approximately 30 minutes

Learning Objectives:

• Explain the importance of proper respirator use.
• Determine why respirator fit tests and medical approval are necessary before using a respirator.
• Describe negative pressure and positive pressure respirators.

Key Topics Include:

• The Importance of Air Quality
• Good Training
• An Open Door Policy
• New Respiratory Protection Rules
• Annual Written Respiratory Review
• Key Points
• Fit Testing
• Negative Pressure Respirators
• Positive Pressure Respirators
• Body Changes

Course Summary:

Coordinating all of the different parties involved in preparing for and dealing with a winter storm requires precision worthy of a symphony orchestra! Just as the symphony orchestra requires rehearsal to achieve precision in its performances, so do the personnel who will be responsible for keeping the streets clear and drivable during winter snow and ice storms.

This course will help winter road crews understand how different weather conditions require different types of road treatment, as well as reinforce the importance of proper calibration of equipment and finally, set out the guide lines for appropriate salt application. Also see Equipment Safety, Preventing Accidents, Personal Injury in the Workplace, Preventing Slips, Trips and Falls in Schools, Lawn Care Equipment Safety, and Trench Safety.

Time: approximately 30 minutes

Learning Objectives:

• Recognize that different weather conditions require different types of road treatment.
• Comprehend the importance of proper calibration of equipment.
• Understand the guidelines for salt application.

Key Topics Include:

• The Importance of Winter Road Maintenance
• The Importance of Proper Maintenance
• Establish a Maintenance Routine
• Inspect and Repair After Every Storm
• Plan Routes to Overlap; Keep Levels Consistent
• Schedule and Plan Routes Efficiently
• Snow Fencing
• Know Your Snow!
• Dangerous Situations
• Calibration
• As Much an "Art" as a "Science"
• Spreading Patterns
• How Much? How Often?
• The Philosophy of Anti-Icing
• Manufacturing Salt Brine
• Solid, Pre-wetted, or Liquid?

Course Summary:

Some type of excavation will typically be involved in almost every construction project. Unfortunately, by its very nature, this can be an extremely hazardous activity. Trenches used to install or repair gas, sewer, water and utility lines are particularly dangerous.

In this course, the learner will discover how to recognize the hazards that exist with trenching activities, gain understanding regarding the regulations that govern activities tied to trenching and finally, learn to identify safety procedures associated with trenching activities. Also see Equipment Safety, Preventing Accidents, Personal Injury in the Workplace, Preventing Slips, Trips and Falls in Schools, Lawn Care Equipment Safety, and Snow and Ice Management.

Time: approximately 30 minutes

Learning Objectives:

• Recognize the hazards that exist with trenching activities.
• Understand the regulations that govern activities tied to trenching.
• Identify safety procedures associated with trenching activities.

Key Topics Include:

• The Importance of Trench Safety
• Preventing Accidents
• Examining the Hazards
• Protect Yourself
• Before Working in a Trench
• Using Air Monitors
• If a Trench Caves In

Course Summary:

Why is it important to know the facts about carpal tunnel syndrome (CTS)? According to the National Center for Health Statistics, carpal tunnel syndrome results in the highest number of days lost among all work-related injuries. It's important to understand, however, that not every incident of hand or wrist discomfort/pain is the result of carpal tunnel syndrome. Unfortunately, many people don't learn the facts about carpal tunnel syndrome until. While not a life-threatening condition, it can cause great discomfort and inconvenience to individuals having to deal with its symptoms

As you proceed through this course, you'll learn some important facts that will help you to better understand what carpal tunnel syndrome is all about. Some may surprise you, but all of them will help you to make more informed decisions about how to better take care of your hand/wrist health.

Time: approximately 30 minutes

Learning Objectives:

• Identify the symptoms of carpal tunnel syndrome
• Understand the difference between carpal tunnel syndrome and other disorders of the hand and wrist
• Recognize the importance of treating the symptoms of carpal tunnel syndrome as soon as possible

Key Topics Include:

• What the Statistics Say
• Separating Fact from Fiction
• Don't Wait to Learn the Facts
• Defining Carpal Tunnel Syndrome
• Symptoms of Carpal Tunnel Syndrome
• Causes of Carpal Tunnel Syndrome
• Treat Underlying Conditions First
• Diagnosing Carpal Tunnel Syndrome
• Neurological Testing
• Treating Carpal Tunnel Syndrome
• Non-Surgical Treatments
• Surgical Treatments

Course Summary:

When you think of workplace injuries, factory and other industrial environments typically come to mind. The fact is, however, employees can experience discomfort and injuries even in an office environment. As an employer, this course will show your employees that you care about their health and comfort.

This course will help employees understand the definition of ergonomics and identify common workplace ergonomic problem areas and possible solutions. See also Back Injuries, Basic First Aid, and Preventing Accidents in the Workplace.

Time: approximately 30 minutes

Learning Objectives:

• Understand the definition of ergonomics.
• Identify common workplace ergonomic problem areas and possible solutions.

Key Topics Include:

• What is Ergonomics?
• Why is Ergonomics Important?
• Tools of the Trade
• The Chair
• The Computer - Keyboards and Monitors
• The Office Environment
• Lighting Desk and Natural
• Glare - Multiple Factors
• Temperature - Too Hot or Too Cold?
• Taking Care of Your Vision
• Stretch it Out
• Get Some Rest and Eat Right
• Managing Stress