Management Development and Supervisory Skills

Management Development Program

Pre-Supervisory Supervisory Managerial Leadership

Designed and developed by the Los Rios Community College District

2015/2016

Government Training Academy

The Los Rios Government Training Academy is the largest provider of customized training to public agencies in the greater Capital Region. Los Rios is the region’s

leader in creating effective, innovative workforce development solutions and programs. The Government Training Academy knows and understands the

unique needs and workforce challenges of state, county, and city governments. The GTA partners with government to design and deliver training and

performance solutions and has been government’s proven partner since 1980.

Our expert trainers are experienced developers of innovative classes and materials that engage and assure employee success. You will find the

Government Training Academy’s response is cost-effective, flexible and includes proven methods for assuring that the training has a positive impact and the

value of training can be measured.

Government Training Academy Custom training division of Los Rios Community College District

Workforce & Economic Development

Bruce Winner (916) 563-3232

[email protected] www.GetResultsFromTraining.com/gta

or www.losrios.edu (then business services, then training source)

GTA Los Rios Government Training Academy

http://www.getresultsfromtraining.com/gta

http://www.losrios.edu



!3

GTA Management Development Program

*All courses can be customized to meet the individual needs of your agency or department.

Table of Contents Featured Course: Mastering Motivation..…………………………………………………………………………………..4 CalHR Open-Enrollment Supervisor Programs……………………………………………………………………………5 Value of Training through GTA.……………..…………………………………………………………………………………..6 Two-Page Summary: Start Here………………………………………………………………………………………………..7 Pre-supervision Course Descriptions.…………………………………………………………………………………..9-10 Supervising for Performance Course Descriptions ………………………………………………………………….11 Module 1: Foundational Skills for Supervisory Excellence ……………………………………………………….12 Module 2: Managing Employee Issues: A Roadmap for the California State Supervisor……………..13 Module 3: How to Build and Maintain a High Performance Team……………………………………………..14 Module 4: Making it Happen: Application and Enhancement of Skills.………………………………………15 “The New Supervisor’s Coach”: Help for New Supervisors ..…………………………………………………….16 Managing for Performance Course Descriptions………………………………………………………………………17 Module 1: Strategic Thinking.…………………………………………………………………………………………………18 Module 2: Solving Managerial Problems..……………………………………………………………………………19 Module 3: Critical Thinking Skills………………………………………………………………………………………….20 Module 4: Negotiation Skills ……………….………………………………………………………………………………21 Leadership Course Descriptions…………………………………………………………………………………………. 21 Model 1: Leadership Skills Workshop..…………………………………………………………………………………22 Model 2: The Good to Great Workshop ..………………………………………………………………………………23 The GTA Situational Coaching Model ……………………………………………………………………………………24 Coaching Course Descriptions …………………………………………………………………………………………… 25 Structured on the job Training Programs ………………………………………………………………………………26 Biographies: Developers and Trainers …………….……………………………………………………………… 28-34 Customization*.………………………………………………………………………………………………………………….35 Measuring Supervisory Training Impact ……………………………………………………………………………… 37 Rates………………………………………………………………………………………………………………………………….39

!4

FEATURED COURSE for 2015-16 Mastering Motivation A Science Based Approach to Improving Engagement, Morale and Performance in the Workplace

Motivation is no longer a mystery. There are four decades of research and solid empirical evidence about how to build and maintain an environment where people are motivated and engaged, which leads to improved performance and morale. The old models of motivating, using carrots and sticks to motivate, have been proven to be ineffective, especially for the 21st century knowledge worker.

Course Objectives Participants who complete the course will:

•Leverage new-found knowledge about motivation and engagement to improve employee morale and team cohesiveness.

•Leave behind outdated and ineffective methods of motivation and embrace new ones that align with 21st century workplace needs. •Return to the workplace to practice the tools, techniques, and practices to sustain a motivated and engaged workforce. Organizations sending participants to this course will: •See the start of naturally sustaining motivation and morale, instead of the need to constantly shore up what the environment tears down. •Experience improved engagement, attitudes,

collaboration and optimism amongst employees. •Realize enhanced organizational metrics related to

quality, performance and other vital output measures.

Course Outline (in brief)

1) Laying a foundation for motivation and engagement

2) The science of motivation and engagement: The science will be brief, but will be used to show that that valid application of the science can result in dramatic workplace change

3) The Motivation Model: Its Application, and Its Impact on Engagement, Morale and Performance

4) The critical role of confidence and engagement in improving motivation and morale

5) Tools used to support motivation, engagement and morale

6) Bringing it all together – Leave with an applicable model of motivation and engagement

Who should attend?

Managers, supervisors and those leading teams will see the most immediate benefit from this course, but anyone

in the workplace can use the lessons and tools from the course to improve their

own motivation and engagement and exert an immediate and outsized

positive influence on their workplace.

!5

Open-Enrollment Supervisor Programs

California Department of Human Resources QUESTION

Do you have 1–10 supervisors who need training?

QUESTION Would you like to receive the same high quality training for small

groups or individual supervisors as your in-house / customized programs?

If so, then consider the Supervisor Training Series at the California Department of Human Resource (CalHR). The Los Rios GTA partners with CalHR to provide the supervisory program in

Sacramento and Southern California several times per year. The program is convenient, affordable and of the highest quality.

Note: This series meets the requirements of Government Code Section 19995.4 (b) and has been approved by the HR Modernization Group.

Contact CalHR about this program and many others at: California Department of Human Resources

Phone: (916) 653-2085 TDD: (916) 654-6336

Website: www.calhr.ca.gov/training Visit the CalHR website to get detailed course descriptions, view

the course calendar and register for classes.

!6

1. Customized training that reflects the needs, culture and specific issues of the agency that we are working with.

2. We plan, design and develop programs with the end in mind, and then measure the results of the training, using the Return on Investment Model to assure the training is designed to achieve the desired results.

3. We provide up-front organizational planning, needs assessment and consultation related to the specific training desired.

4. And finally, we can provide follow-up coaching for supervisors or leaders instrumental in making sure that the training delivered is followed by recognition, support and the motivation necessary to ensure that our training “makes a difference.”

See pages 36-38 for more information on how we “make training stick” and how we measure the impact and value of training.

At the Government Training Academy, we are often asked: •Do you have a process for making

sure that the training you deliver results in positive performance results?

•How do you make sure that the training “sticks”? How do you ensure that it will result in changed behavior?

•Do these methods measure results in a way that shows management that our training department really does “make a difference”?

The answer is yes!

For your specific agency needs contact:


[email protected]

Here are a few of the methods

GTA

The Value of Training through GTA

!7

Government Training Academy’s (GTA) Management Development Program (MDP)

Two-page Summary – Start Here Question #1: Why use the GTA’s Management Development Program (MDP)? Answer: GTA’s MDP meets your organization’s and your supervisors’ needs.

Need How MDP meets itOur department needs to address the “silver tsunami” (retirements).

GTA has a comprehensive pre-supervisory, management and leadership program.

Our department needs to comply with HR Modernization’s list of competencies.

GTA worked with HR Modernization to develop our curriculum and mapped the curriculum to the competencies (call for free wall chart).

Our department needs to meet regulatory requirements.

Module 2 of the supervisory program was designed by and is taught by trainers with 30+ years of California state service.

Our department doesn’t want to promote a person to supervisor unless they are ready.

Use our tested pre-supervisory courses as part of your ongoing career development and succession planning programs.

Class participants don’t apply what they learned in class.

Incorporates action and experience via shared participant experiences, anecdotes, exercises, role-plays, group work and other means designed to link lessons learned in training to pragmatic agency implementation. Customized “transfer of training programs and models” also available.

Need How MDP meets itI am overwhelmed. Where do I begin? MDP provides a systematic and comprehensive approach to set

your priorities.

My employees sense I am a supervisory novice. How do I instill confidence?

The Getting Started module gives you what you need for confidence.

My liability has increased. How do I know I am complying with the law?

The Management Employee Issues module gives supervisors the tools for the job (job aids, planning and monitoring devices, regulatory compliance assistance and more).

I inherited employee issues. How do I handle them?

The Optimizing Employee Performance and Coaching units give you what you need.

Expectations of me have increased. MDP provides new supervisors with the information, tools and context required to be successful within California state government.

Things are changing quickly. How do I manage my time and provide leadership?

The Time Management and Change Management units give you what you need.

Your Supervisors’ Needs:

Your Organization’s Needs

!8

Question #2 What is covered in the program? Answer: The following overview outline will help you to understand what is covered in the program at the pre-supervisory, supervisory, mid-level management and leadership levels. Detailed course descriptions begin on page 9.

Pre-Supervision (up to 2 days of training available) Leadperson Excellence Making a Decision and a Plan

Supervising for Performance (up to 10 days of training available) NOTE: This series meets the requirements of Government Code Section 19995.4 Module 1: Foundational Skills for Supervisory Excellence (3 days) Module 2: Managing Employee Issues: A Roadmap for the California State Supervisor (2 days) Module 3: How to Build and Maintain a High Performance Team (3 days) Module 4: Making it Happen: Enhancement and Application of Skills (2 days)

Managing for Performance: Mid-level Management Development (up to 4 days of training available) Module 1: Strategic Thinking Module 2: Solving Managerial Problems Module 3: Critical Thinking Skills Module 4: Negotiation Skills

Leadership (3-5 days available / per program) Program One: Modeled on “The Leadership Challenge” Program Two: Modeled on “Good to Great”

!9

Leadperson Excellence (1 day) Leadpersons do not have all of the same responsibilities of supervisors, but they do have roles and responsibilities beyond those of regular employees. As such, leadpersons exercise quite a bit of influence on those around them. For example, leadpersons will:

n Assign work n Rally staff toward the supervisor’s camp n Evaluate employees’ work for quality, quantity and

completeness n Be the voice and pulse of the team

In this course, leadpersons will learn new skills to provide more value to the organization, fellow employees and their supervisor.

Topics Covered • Teamwork

• Communication

• Assigning Work

• Giving Feedback

• Time Management

• Reporting

• Action Plan

Learning Objectives Participants will learn how to: • Recognize roles and responsibilities as a

lead employee • Facilitate team dynamics and encourage

collaboration • Assign work in a manner that is

empowering to employees • Provide feedback in a way that

corrects problems and preserves relationships

• Set priorities and eliminate time-wasters

• Keep their supervisors informed through effective reports

Who should attend? Leadpersons, team leaders and others who are required to manage the work of others

without formal authority.

Pre-Supervision Course Descriptions

!10

Becoming a Supervisor:Making a Decision and a Plan (1 day) The transition to supervision from a leadperson role can be very challenging. Seemingly, everything changes: responsibilities, expectations, working relationships, and motivations. Is there a way to tell if someone is ready for this major career step? How do I know I have what it takes? What must be done to get ready for this expanded role? These and other key transition questions will be answered in this course. “Test the waters” before you jump in. If you are ready, understand what is involved in a successful transition.

Learning Objectives Participants will learn how to: • Discover their motives and

potential regarding supervision • Gather tools and information

for making an informed decision

• Understand what it takes to be a supervisor

• Understand how to prepare for a career in supervision

• Create a plan to become a supervisor

Topics Covered 1. A career in supervision: Three

considerations to help you decide b. Supervisory roles, responsibilities

and skills c. One tough job d. A day in the life of a supervisor

2. Individual development plan (IDP) a. Resources available b. First draft c. Feedback and next steps

3. How to be your own mentor

Who should attend? Anyone who is thinking of becoming a

supervisor: analysts, leadpersons, team leaders, etc.

!11

Supervising for Performance (80 hours) Note: This series meets the requirements of Government Code Section 19995.4

Course Descriptions

Module 1: Foundational Skills for Supervisory Excellence (3 days) •Becoming a supervisor •Supervisor as leader •Optimizing employee performance •Communication essentials

Module 2: Managing Employee Issues: A Roadmap for the California State Supervisor (2 days)

•Interviewing and hiring •Addressing performance issues •Labor relations, Fair Labor Standards Act and Employee Benefits •Equal employment opportunity, harassment, discrimination and bullying prevention •Employee safety, reasonable accommodation and medical Issues

Module 3: How to Build and Maintain a High Performance Team (3 days)

•Team Development •Employee Development: Coaching and OJT •Conflict Management

Module 4: Making It Happen: Enhancement and Application of Skills (2 days)

•Time and space management •Meeting facilitation •Leading organizational change •Off-site supervision •Action planning: Getting the most from the series

Customization Options Any of the modules or courses above may be customized for clients. Depending on the needs of the organization, customization may include:

•Adding courses •Deleting courses •Changing the order or number of courses or modules •Tailored assessments, case studies, data sets drawn from your workplace, accountability

sessions and other means to maximize positive impact for your organization See Customization Programs, page 35, for more information

!12

Module 1: Foundational Skills for Supervisory Excellence (3 days) Making the Transition to Supervisor Overview – California agency personnel are promoted to supervisor positions because of their technical skills and superior performance record, but many supervisors don’t receive formal instruction in the methods, skills, tools and techniques of being a supervisor. Supervisors often face pressures from every direction, which makes it very difficult to please everyone or operate effectively. It is crucial for new or relatively new supervisors to be aware of the forces impacting the position. This three-day, four-unit foundational skills module is designed to lay the groundwork for supervisory success and optimal performance. By understanding the nine essential skills of the modern supervisor, knowing how to lead via influence, appreciating the necessity of performance optimization and building collaborative relationships via communication skills, this foundational course will set the new supervisor on the path to success.

Topics Covered Unit 1 – Becoming a Supervisor • One tough job • Essential skills • Knowledge areas • Promotion pitfalls

Unit 2 – Supervisor as Leader • Credibility • Motivation • Empowerment • Delegation

Unit 3 – Optimizing Employee Performance • Planning work • Developing capacity • Observing performance • Evaluating performance • Recognizing performance Unit 4 – Communication • Discretion • Communication frames • Listening techniques • Setting expectations • Giving feedback

Learning Objectives Participants will learn: • How to face supervisory challenges • The challenges of coming up from the ranks • The supervisor’s four key knowledge areas • The relationship and difference between

supervision and leadership • Ways to influence others • How to set direction through SMART goals • Four ways to provide a performance environment • How to analyze and address performance issues • The importance of developing employees • Discretion when communicating sensitive topics • Listening techniques to be able to listen for

meaning

!13

Module 2: Managing Employee Issues: A roadmap for the California State Supervisor (2 days) California state supervisors are governed by numerous laws, rules, policies and procedures. While supervisors are not expected to become experts in progressive discipline, equal employment opportunity, grievances, labor relations, workers’ compensation, reasonable accommodation and the like, they are responsible for effectively navigating this complex environment to safeguard employees’ rights and properly address employee issues. When supervisors and managers fail to deal effectively with workplace problems, their employees are more likely to exhibit low job satisfaction, plummeting morale, poor performance and overall loss of productivity. Eventually, one or more of the 'formal' processes is engaged, i.e., discrimination and harassment complaints, grievances and adverse actions. Once formalized, resolution becomes more legalistic, expensive and time-consuming, with potentially harsher consequences for employees. When facing employee issues, the key decision is when to act and when to seek help. Effective supervisors develop a line of open communications with Human Resources personnel and other specialists and are adept at bringing in these critical resources in managing employee issues. As a supervisor, you will be involved in each situation---there are no “hand-offs.”

Learning Objectives Participants will learn: • How to screen, interview and hire the most qualified

candidates • How to effectively use the progressive discipline process • The supervisor's role in the adverse action process • The importance of EAP • The provisions of the Ralph C. Dills Act • An employee’s right to representation • Labor relations terms and their application • The importance of MOUs • The supervisor’s role in grievances and complaints

Topics Covered Unit 1 – Interviewing and Hiring • Essential functions • Recruitment • Competency based interviewing • Reference checks • Probation: The last examination step Unit 2 – Addressing Performance Issues • Progressive Discipline Stages:

‣ Preventive ‣ Corrective ‣ Adverse

• Employee Assistance Program (EAP) Unit 3 – Labor Relations, Fair Labor Standards Act, and Employee Benefits • Employer-Employee Relationship • DPA, SPB, and PERB laws and rules • Ralph C. Dills Act • Strategies for working with unions Unit 4 – Equal Employment Opportunity • Discrimination and harassment in

employment • Upward mobility • Fair Employment and Housing Act

(FEHA) • Americans with Disabilities Act (ADA) • Anti-bullying best practices Unit 5 – Employee Safety, Reasonable Accommodation and Medical Issues • Safe work environment • Workers’ compensation • Returning to work • Reasonable accommodation • Medical transfers, demotions and

terminations

!14

Module 3: How to Build and Maintain a High Performance Team (3 days) All the regulatory knowledge and foundational skills in the supervisory toolkit won’t result in maximum performance in the workplace unless supervisors:

n Have the tools and techniques to build effective one-on-one and team communications

n Can motivate employees to superior performance n Are able to bring out the best in all employees through effective coaching and on-the-

job training (OJT) n Have the ability to control or manage conflict

This three-day, four-unit module will help supervisors to apply their foundational skills, regulatory knowledge and technical expertise to a team environment that reflects the supervisor’s performance standards. This module will allow supervisors to build and maintain teams that will sustain them as they build to superior performance.

Learning Objectives Participants will learn: • How to take their team to the next level of

performance • How to prepare and manage meetings • The main stages of the facilitation process • The difference between coaching and managing • Questions to assist employees in discovering

solutions on their own • The value of structured over unstructured on-

the-job training • A three-step process for turning an emotional

response into a rational one • How to cope with a difficult person • How to appreciate employees with different

styles of behavior and communication

Topics Covered Unit 1 – Team Development • Appreciate teams • Understand teams • Establish teams • Develop teams

Unit 2 – Meeting Facilitation • Facilitation essentials • Meeting preparation • The facilitation process • Group dynamics • Facilitation techniques

Unit 3 – Employee development: OJT & Coaching • Coaching • Changing management paradigm • Five coaching situations • 4-step Model • OJT • The case for OJT • Informal vs. structured OJT • Developing a program • Job aids

Unit 4 – Conflict resolution • The nature of conflict • Appreciating differences • 3-F Method • Assertive/responsive language

!15

Module 4: Making It Happen: Application and Enhancement of Skills (2 days) The final two days of the Supervising for Performance Series is designed to promote and cement the application of the skills learned and practiced in the previous sessions. The supervisory series is designed to teach effective tools and techniques, but the ultimate aim of the series is to improve the performance of California state supervisors and the teams they supervise. The last two days of the series are designed to enable supervisors to use their time to maximum effect, lead the human side of change and supervise remotely-located employees. Finally, supervisors will spend time drafting and finalizing an action plan for implementing their newly found skills to build high performing teams and departments.

Learning Objectives Participants will learn: • Proven time management principles and tips to

increase efficiency and effectiveness • Five time-wasters and how to eliminate them • The critical difference between organizational

and human change • To assess the adaptability to change of self and

others • Nine strategies to manage the human stages of

change • The differences between co-located and remote

supervision • How to address the challenges of supervising

remote team members • Effective methods to facilitate communication

between remote and co-located team members • How to apply what they have learned from the

entire supervisory program

Topics Covered Unit 1 – Time Management • Time systems • Key principles • Tips and tricks • Address individual challenges

Unit 2 – Leading Organizational Change • The nature of change • The three stages of change

and nine leadership strategies • Melt – Reducing resistance • Move – Getting to the new way • Mold – Setting the new way

Unit 3 – Off-site supervision • Supervising geographically

separated teams – unique ways to: ‣ Communicate ‣ Build relationships ‣ Manage performance

Unit 4 – Action Planning – Getting the Most from the Supervisory Program • Review • Barriers • Top actions

!16

! !

The New Supervisor’s Coach: Help for New Supervisors

The Book… üFills the gap until new supervisors attend their initial training

üGuides overwhelmed supervisors to focus on what’s most important

üReduces the workload of HR and OD professionals

üHelps new supervisors to overcome common “first-year” blunders

üInspires managers to coach their supervisors

!17

Managing for Performance Course Descriptions (5 days)

Mid-Level Management Development Module 1: Strategic Thinking Module 2: Solving Managerial Problems Module 3: Critical Thinking Tools Module 4: Negotiation Skills

Customization Options Any of the modules or courses above may be customized for clients.*

Depending on the needs of the organization, customization may include: n Adding courses n Deleting courses n Changing the order or the number of courses or modules n Tailored assessments, case studies, data sets drawn from your workplace, accountability

sessions and other means to maximize positive impact for your organization

*See Customization page 35 for more information

!18

Module 1: Strategic Thinking (1 day) Every cause, every organizational change, every project begins with a leader’s vision. Without vision, there is little or no sense of purpose in leading. Strategic thinking is about analyzing opportunities and problems from a broad perspective. Strategic thinkers visualize what might or could be, and they make this an ongoing process rather than a one-time event. This course will help managers develop the practice of inspiring others to go beyond the status quo.

Learning Objectives Participants will learn how to: • Articulate the difference

between strategic planning and strategic thinking

• Advocate the need for a vision • Get everyone on the “same

page” and moving in the same direction

• Increase their ability to get others to follow you because they want to, not because they have to

• Begin planning how to make the vision a reality

Topics Covered • The need for strategic thinking • Strategic planning vs. strategic

thinking • Create your future ‣ Current state to future state ‣ Key tools ‣ Writing your vision

• Implement your future ‣ SWOT your vision ‣ Aligning with people and the

environment • Action Plan

Who should attend? New mid-managers or supervisors who

aspire to management positions

!19

Some managers act quickly to solve a problem, even before the problem has been properly defined. Others take the time to fully understand all the issues related to a problem, but lack the tools to attack the problem. This course is designed to give participants a standard methodology for problem solving, reintroducing some standard tools and introducing some new ones.

Topics Covered • The need for strategic thinking • Strategic planning vs. strategic

thinking • Understand the Five-Step

Method • Apply the Five-Step Method • Apply problem-solving tools ‣ Imaging ‣ Fish-Bone Diagram ‣ Brainstorming ‣ Brainwriting ‣ Force-Field Analysis ‣ SWOT Analysis

Learning Objectives Participants will learn how to: • Apply the five-step method to

an actual workplace problem • Identify and use the proper

tools at each step in the problem solving process (e.g., force field analysis, brainwriting, fishbone diagram)

• Use creative thinking techniques to expand the possibilities of viable solutions



Module 2: Solving Managerial Problems (1 day)

!20

Module 3: Critical Thinking Tools (1 day) In the 21st century, the ability to engage in reflective thought has been viewed as a fundamental characteristic of an independent person and as a skill for an increasingly wide range of jobs. Critical thinking is one more way to gain a competitive advantage in career and organization development. This pragmatic course takes critical thinking skills and tools and makes them accessible to managers.

Topics Covered • Introduction to critical

thinking concepts • Thinking Map: analysis and

evaluation of documents and arguments

• Grid Analysis: systematic decision-making that combines objectivity and intuition

• Lateral Thinking: breakthrough thinking by seeing the possibilities in an issue

Learning Objectives Participants will learn how to: • Analyze and evaluate various

kinds of documents • Evaluate the reasoning in an

argument and determine its validity

• Make complex decisions with more efficiency and effectiveness

• Take a multi-perspective view of an issue for better decisions



!21

Module 4: Negotiation Skills (1 day) Would you like to be such a skilled negotiator that everyone involved in the negotiations walks away satisfied? In this course, which encompasses the concepts of mutual gains or win-win negotiation, participants develop the skills to become that negotiator. No matter what you are negotiating for, the basics taught in this class can create a winning situation that not only gets you and others what they need, but also enhances your relationship with them whether their coworker, boss, direct report, client or customer.

Topics Covered • Identify the elements of a

successful negotiation • Identify the characteristics

of a successful negotiator • Understand and manage

the three phases of potential conflict in negotiations

• Identify needs versus wants in any negotiation

• Apply the six steps to a win-win (mutual gains) negotiated solution

• Deflect manipulative hard-ball tactics

• Apply course skills in a negotiation practicum •Review and create an action plan for implementing course learning

Learning Objectives Participants will learn how to: •Identify and replicate the

behaviors of a successful negotiator

•Manage the three phases of potential conflict in negotiation

•Apply six steps to obtaining mutual gains in any negotiation

•Apply tips for deflecting hardball negotiation tactics



!22

Leadership Model One The Leadership Skills Workshop (3–5 days) This Leadership Skills Workshop is a customized leadership program, based in part on the popular book, materials and workshop “The Leadership Challenge,” by James M. Kouzes and Barry Posner. This interactive and forward thinking program may be customized to include:

•Problems, issues and language from your organization •Lecture / Discussion / Projects / Assessment (LPI and DiSC©) that are scored,

discussed and incorporated into workshop program •Team projects designed to highlight major agency concerns (retention,

succession, strategic thinking and performance) and apply workshop concepts, skills and tools to addressing these concerns

Learning Objectives Participants will learn how to: • Identify leadership strengths

and weaknesses • Set the example for others by

aligning actions with values • Express their image of the

future • Search for opportunities to take

the risks needed for growth • Build collaboration, teamwork

and trust • Strengthen the ability of

others to excel • Recognize the

accomplishment of others

• Topics Covered • The need for leadership • Management vs.

leadership • Inspire a shared vision • Model the way • Challenge the process • Enable others to act • Encourage the heart • Putting it all together

Who should attend? Supervisors, managers, mid-managers, team

leads or anyone who aspires to influence others to action

Leadership Course Descriptions

!23

Leadership Model Two The Good to Great Workshop (3–5 days) This workshop is a customized leadership program that is based on the book, “Good to Great” by Jim Collins, and supported by lecture, discussion, projects, and assessments that will demonstrate the value of the leadership training to your organization. This interactive and forward thinking program may be customized to include:

•Problems, issues and language from the agency •Lecture / Discussion / Projects / Assessments (PLE 360 and DiSC©) that are

scored, discussed and incorporated into workshop program •Individual and group hands-on activities •Team projects designed to highlight major agency

concerns (retention, succession, strategic thinking and performance) and apply workshop concepts, skills and tools to addressing these concerns

Learning Objectives Participants will learn how to: • Identify their leadership strengths

and weaknesses • Understand self • Master communication • Understand and navigate the

organization • Solve problems • Meet customer expectations • Manage organizational

performance • Put it all together (customized

group projects)

Topics Covered • The need for leadership • Management vs.

leadership • Inspire a shared vision • Model the way • Challenge the process • Enable others to act • Encourage the heart • Putting it all together



!24

The GTA Situational Coaching Model In the purest sense, a coach helps a person to achieve his or her own goals. Coaching draws out the best in a person or a group and provides them guidance and support. Effective coaches help the employee to define his/her goals, relate his/her goals to job duties, and draws out the employee’s skills and talents. Training tends to be the “go to” employee development solution, but it is not always the best answer. There are many other potential interventions: feedback, documentation, job aids, and coaching. Our approach focuses on coaching as a way to develop employees through self-discovery and as a way to address three major development dilemmas:

• “I have a limited budget for training courses.” • “My employees don’t apply what they learn in training classes.” • “There isn’t a class for what my employees need to know.”

The four-step model of effective coaching (below) is the approach used and taught by the GTA. Although the detail of each step will vary depending on the opportunity, this model allows supervisors, managers and team leads to consistently apply an effective and efficient means to coach for improved performance.

Befo

re C

oach

ing

Coac

hing

1. Evaluate the situation • Observe behavior and/or result • Match the situation with one of the five

opportunities • Take notes on how you will approach the

situation using the remaining steps as a guideline

2. Describe the situation • Introduce the opportunity • Discuss the impact • Gain agreement that there is a situation that

needs to be addressed3. Plan a change

• Collaborate on a solution • Ensure understanding • Gain commitment

4. Revisit the plan • Set a date • Be supportive

Situational Coaching Model

OJT Encouragement Motivation Alignment Realignment

Steps Opportunities

!25

Coaching for Supervisors (1–4 days) Coaching for Results: Bringing out the Best in Your Employees (for Public Agency Supervisors) Coaching is one of the best tools in the supervisor’s toolkit. It brings out the best in employees, taps employees’ strengths and talents, encourages initiative, instills responsibility and promotes effective problem solving.

Coaching for Supervisors of Analysts (2 days) Coaching to Achieve Optimal Analytical Performance: Coaching Craft and On-the-Job Training Los Rios GTA Coaching goes beyond standard methods of motivating employees by discovering motivational experiences based on insightful questions, planned activities and measurable outcomes. Supervisors will improve their ability to coach and to establish a structured on-the-job training program for analysts.

Coaching for Public Agency Leaders (2–3 days) Coaching: Maximizing Your Leadership Potential This course is designed to instill the power of coaching in your agency’s leaders. Enhance your leaders’ potential to impact the agency by empowering their staff members to make decisions and carry out productive actions. Leaders will learn to use coaching strategies in their day-to-day fostering of leadership development among their direct staff.

The coaching group from the Los Rios GTA is comprised of dedicated and experienced trainers, coaches and curriculum development professionals who share a common training methodology.

Coaching Course Descriptions



!26

Structured On-the-Job Training Program (1 day) Which word better describes your employee development efforts: telling or training? On-the-job training (OJT) originated when the first human showed someone how to do something. Today, humans are still showing others how to do their jobs, but OJT has evolved to structured OJT (SOJT), which is more than showing and telling. It is a systematic and results-oriented training method that provides a high return on your investment. The structure helps ensure consistent training, which leads to consistent work results. If done correctly, SOJT solves three major management dilemmas:

• “I have a limited budget for training courses.” • “My employees don’t apply what they learn in training classes.” • “There isn’t a class for what my employees need to know.”

Learning Objectives Participants will learn how to: Upon completion, participants will be better prepared to: • Explain the differences

between informal and structured OJT

• Decide which jobs are appropriate for structured OJT

• Understand a process for developing structured OJT

• Write training materials in the form of SMART job aids

Topics Covered 1. The value of SOJT 2. Prepare SOJT

a. Analyze the work and the environment: job tasks, workers and workplace

b. Identify trainers and train them c. Create training materials

3. Implement SOJT a. Deliver training b. Evaluate results and

make adjustments 4. Action Plan

Who should attend? Supervisors, managers, team leads and anyone who

needs an overview of how to develop structured on-the-job training for employees

!27

1. Analyze the work and the environment • Which analyst tasks require

training • Which analyst tasks need to be

trained outside of the classroom • Discover environmental

obstacles

2. Identify the trainers and train them

3. Create training materials

4. Address environmental obstacles

5. Implement SOJT • Evaluate results and

make improvements

The Structured On-the-Job Training (SOJT) Model

!28

Biographies Developers & TrainersBruce Winner Custom Training ManagerGovernment Training Academy & Training Source Bruce Winner, MBA, has been a trainer, program developer, business owner, speaker and training manager, during his professional career. Bruce is currently the Director of the Government Training Academy, the Training Source, and the Association Group, all with the Los Rios Community College District, Sacramento, California. For the past 15 years, he has led a qualified and results-oriented group of trainers, developers, and consultants that conduct needs assessments, design and develop programs and deliver engaging and impactful programs that yield positive and measurable results for clients. Bruce has been on the Board of Directors for the Association of Talent Development (ATD), formerly known as ASTD, Sacramento since 2010, served as the Chapter President in 2011 and is an active member in both Sacramento and as part of a national group of ATD Chapter Leaders. He also served for two years on the Professional Development Committee of the California Society of Association Executives (CalSAE). Bruce was the founder and president of the American Brewers Guild for six years, the nation’s first brewing school for the brewpub and micro-brewing industry. He built this successful business from the ground up before selling it in the late 1990s, where it still trains aspiring pub and micro brewers from across the country. Before this, Bruce spent five years at University Extension, The University of California in Davis, where he managed several open-enrollment training initiatives in business, food and agriculture. Bruce started his training career in West Africa and spent six years there as an agricultural extension agent, trainer and project manager who promoted oxen as an intermediate technology and development solution in Togo, West Africa. Bruce did this work for the Peace Corps and the United States Agency for International Development (USAID).

Bruce blogs to the training community at www.GetResultsFromTraining.com and the association industry at www.ProgramsGetResults.com

http://www.getresultsfromtraining.com/

http://www.programsgetresults.com/

http://www.getresultsfromtraining.com/

http://www.programsgetresults.com/

!29

Biographies: Developers & Trainers

Linda Delgadillo Contract Education Program Manager The Government Training Academy & Training Source Linda Delgadillo is the Contract Education Program Manager for the Los Rios Community College District Workforce and Economic Development Center. She has a Bachelor of Science in Business Administration with a concentration in Human Resource Management from CSU, Sacramento and a Master of Arts in Organizational Management from University of Phoenix, Sacramento Valley Campus. Linda has been with the Los Rios Community College District for almost seventeen years and had several opportunities to work with numerous grants such as: the Small Business Development Center, The Center for International Trade, and the EDNET Grant providing meeting coordination throughout the state of California for fourteen Initiative Directors. Recently, Linda managed the Department of Labor, HealthForce Grant/Electronic Medical Records program providing computer courses to all the major hospital partners in Northern California. Linda served as client and instructor liaison for the Government Training Academy for five years and recently acting program coordinator for Sutter Center for Health Professions, Sacramento City College Extended Campus Nursing Program. For the last two years she has been a key member of the Collaboration Council responsible for the planning and implementation phases of the Sutter Center for Health Professions, Sacramento City College Extended Campus Nursing Program. Linda is an ASTD member and in the last two years, was a member of the Folsom Lake College Medical Lab Technician Advisory Committee.

Mary DuFault Over the past twenty years Mary has provided training, programming, technical documentation and other consulting services to corporate and government clients. Mary incorporates her varied background in software, hardware and technical services, to enhance her training presentations with practical application. Her presentation skills and depth of knowledge achieve high marks in class evaluations. Mary’s clients with Los Rios include the Department of Fish and Game, CalSTRS, The Money Store, Sacramento Mayor's Office, and the California Highway Patrol.

!30


Mike Hodge Mike has over 35 years of experience in private enterprise, state government, and the military as a leader, manager, curriculum developer, instructional designer, trainer, and director of training and customer service. He specializes in supervisory training, organizational development, analysis and problem solving, and conflict management. He is the author of the Completed Staff Work, Introduction to Completed Staff Work, and Roles & Responsibilities courses. Mike’s private sector experience includes five years with Coventry Health Care as Director of Bill Review Training, Customer Support and System Development. His public sector experience includes managerial positions with the California Departments of Justice, Corrections, and the Conservation Corps. Much of Mike’s experience comes from his service in the military, including Command and Leadership positions from Company to Brigade level. His academic credentials include a Master’s Degree in Public Administration from the University of Shippensburg (PA), Bachelor’s Degree in Social Science from CSUS, and a Certificate in Designing Web-based Training from the University of Colorado. Additionally, he has attended several high level military schools including the prestigious Army War College (a graduate level course on International Relations, Politics, and the Use of Military Force).

Allison Horak Allison Horak is an independent training consultant and works extensively with the Los Rios Community College District’s Government Training Academy as a trainer, project consultant, and ROI Coordinator. She is a member of the California and Oregon State Bars. While working as in-house counsel for an Oregon corporation, she handled litigation matters, as well as training and educating corporate members on various legal issues. Since coming back to California in 1998, she has worked as a solo practitioner, managing various transactional, litigation, and probate matters for clients. One of Allison’s passions is writing. She is a published author (legal articles, and even a poem) and enjoys books about writing, grammar, and the use of language. Her experience in the legal profession and her interest in words and linguistics provide her the expertise necessary to convey the basics of Business Writing, Grammar, and Critical Thinking. Allison has a B.A. degree in Communication from University of California, San Diego, and attended law school at Lewis & Clark College in Portland, Oregon. Additionally, Allison is a DDI certified instructor.

!31

Nick LeForce Nick LeForce has 30+ years of experience in human communication and development. He holds a Masters degree in Rehabilitation Administration from the University of San Francisco McLaren School of Business and undergraduate degrees in Psychology and Social Welfare. He is president of Inner Works, a training and coaching company in Northern California. Nick provides on-site training and coaching services to businesses and individuals. He specializes in Value-Based Life Management Skills, helping companies and individuals identify governing values and use those values to create compelling goals, make effective decisions, manage time, overcome barriers to success, communicate persuasively, and achieve desired outcomes. He has provided on-site consultation and training in Leadership, Communication Skills, Customer Service Skills, Change Management, Team Building, Conflict Resolution, Supervisory Skills, Time Management, and other topics. Nick is certified to administer the “Language and Behavior Profile” from Rodger Bailey; he’s certified to teach the Wealthy Mind™ Program by it’s founders, Tim and Kris Hallbom; and certified as a Habit of Attraction Coach through the Messenger network. Nick is author of “I Owe You, You Owe Me,” co-author of “Coaching in the Workplace: A Pocket Guide of Strategies and Tools for Powerful Change” published in the Memory Jogger series of books, Goal/QPC Publishers; and “Co-Creation: How to Collaborate for Results.”

Jannene LitchfieldJannene has over 20 years of experience in human resources leadership, employee development, and coaching. As a developer of leaders, she creates and delivers custom supervisory, management, and leadership training for world-class organizations in state and federal government, non-profit, and the private sector. She has worked as a leadership development and management consultant since 2001 and frequently partners with state agencies to develop leaders throughout state government. With over 13 years working with governmental agencies, she transfers experience and expertise to the learning environment. Prior to consulting, she gained valuable experience as the Vice President of Human Resources for Schools Financial Credit Union, Director of Human Resources for Verizon Wireless, and Human Resources Manager for MCI Communications. She knows how to develop people. And people are organizations. She earned her Bachelor’s Degree in Business Administration from Texas Tech University and her Masters Degree in Business Administration from National University. In addition, she received her Senior Professional in Human Resources (SPHR) certification, the highest certification in the human resources profession. Her broad experience in operating world-class businesses is evident as she applies best practices in the workplace.


!32

Adam Rico Adam Rico has worked in the Human Resources field as a Recruiter and Trainer in a variety of industries for both small and large organizations. Prior to his career in Human Resources, Adam was trained as a marriage and family therapist and worked in the mental health field. Adam has provided training on numerous topics including time management, critical thinking, effective listening, being an essential assistant, building collaborative relationships, interviewing and hiring, career development along with team building workshops based around the MBTI instrument. In addition, Adam coaches professionals to help them achieve their highest potential in their careers and business. Adam holds a bachelor’s degree in Psychology from UCLA, a master’s degree in Counseling from California State University, Northridge and a Graduate Certificate in Executive and Professional Coaching from the University of Texas, Dallas. He also holds a Professional Human Resources (PHR) certification and is a Myers-Briggs Type Indicator certified practitioner.

Dennis WadeDennis Wade has been involved in educating employees of private and public organizations for over 20 years. His experience managing employees at Intel Corporation and teaching students at Chapman University prepared him as an independent consultant and trainer. He has worked with Robert Mondavi, Affymetrix, Pride Industries, CalPERS, Caltrans, UC Davis Health System, RagingWirel and other Northern California organizations in the areas of change management, team development, customer service, management/leadership, conflict management, and structured on-the-job training. A graduate of UC Davis, he also holds a Master’s degree in Organization Development from the University of San Francisco. He is certified in Bob Mager’s Criterion Referenced Instruction, William Bridges’ Transitions, Jeffrey Nelson’s Expert OJT, Los Rios’ Creative Coaching Clinic, and Achieve Global’s Leadership for Results. A former President of the Sacramento Chapter of ATD (Association for Talent Development), Dennis firmly believes that training is not the only answer to employee development; it is a major component in a systematic approach that includes coaching, OJT, feedback, and connection to specific organizational objectives.


!33


Tyler WadeTyler Wade works as an employee development consultant with People Development Systems in Sacramento. His greatest thrill as a people developer is the “Aha! Moment”—that moment of clarity when some additional understanding, wisdom, or recognition brings learning home. Before entering the field of training and development, Tyler spent ten years in government, legislation, and campaign politics at the State Capitol and throughout California. His workplace learning and development experience includes needs assessment, training development and delivery, and program management for public and private sector clients. He is co-author of The New Supervisor’s Coach, a guidebook for new supervisors, and two follow-up e-books entitled Coaching the Toxic Employee and Coaching the Remote Employee. Tyler holds a Master’s degree in Public Policy from Pepperdine University. He is a member of the Association for Talent Development (ATD) and served as President of the Sacramento chapter in 2012.

Pete WilliamsPete Williams recent instructional work reflects his 34 years in California state government. During his state career, he managed a variety of administrative and program functions and has practical and instructional experience in human resources, performance measurement, group facilitation, improving work processes, getting results in teams, customer and employee surveys, and organizational assessment techniques. Pete was Co-Director of the California Victim Assistance Academy, led a project to establish state agency performance measures for the Governor’s Office and at State Parks helped refine their widely recognized performance measurement system. Pete served as Senior Examiner for the California Council for Excellence, was Lead Judge for the California Team Excellence Awards, and chaired the Sacramento Area Council for Excellence. Pete has 20 years of experience in human resources, including as Personnel Manager for 25 Boards and Commissions and Training Manager for the Department of General Services. Since retirement from full time "in the trenches,” he has drawn on his years of experience to train new supervisors in state government and assist several state agencies in the areas of performance measurement, strategic planning and group facilitation. Pete graduated from U. C. Davis, has a Certificate in Quality Management, and is a graduate of the California Leadership Institute.

!34


Joan Zeglarski Joan is an experienced facilitator who focuses on engaging participants with highly interactive exercises and activities to maximize the effectiveness of the time they spend in her sessions. She holds a Masters degree in Human Resources and Organization Development, and a Bachelors degree in Liberal Arts with a concentration in Math and Science. She has an extensive background in management, human resources, organization development, training development, and training delivery. Joan’s main foci concentration are in the areas of organizational and interpersonal communication, team-building, conflict management, interest based negotiation, leadership, turning stress into productivity, customer service, and personal development. She is qualified in a variety of nationally recognized programs focused on Emotional Intelligence, Myers Briggs©, and DiSC© and Turning Stress into Productivity (SAI programs), Appreciative Inquiry and ODI (Organizational Development Institute) Quality Management programs.

Mike Zeglarski Mike Zeglarski, MAT, D.Min., is a partner in HRT Associates and has worked for over 40 years as a manager, educator, training consultant, organization development specialist, and life/management coach. A graduate of Harvard University, he brings extensive cross-cultural and multilingual experience into the services he provides to clients in both the public and the private sector. His focus is always on providing tools and strategies to assist his clients in achieving tangible, measurable results as efficiently as possible while also supporting staff compassionately to enhance their productivity and self-esteem.

!35

Customized Programs All Management Development Programs

can be customized for your agency. Customized training reflects the needs, culture and the specific issues of the agency and has been proven to

improve post-course performance.

Customization can include: n Add, delete or modify topics or days devoted to specific training

issues

n Tailored assessments that identify your specific agency needs

n Case studies, anecdotes and examples drawn from your workplace

n Data sets and other quantitative examples from your agency or organization

n Exercises, scenarios and other interactive means to engage learners and reinforce learning

n Contracts, orientation sessions, accountability programs and other means of maximizing the training program to engage employees, improve performance and achieve positive and measurable impact on the organization including: n Time savings n Improved quality n Decreased costs n Increased output

!36

Option 1 — Course Customization • Course customization is a cost-

effective means to get maximum performance improvement or impact.

• Course customization = case studies, exercises, and examples that relate to your agency. The result — performance improvement.

• Course customization is available at $240-$350 per hour (identical to course delivery) and the number of hours is jointly determined and approved by client prior to customization being done. You are always in control of cost!

Option 2 — Coaching Have the trained experts at the Los Rios Coaching Group: • Work with your best managers and

supervisors to maximize performance • Address difficulties before they affect

organizational performance • Maximize performance by tapping the

intrinsic motivation of your team-members

Option 3 — Measure the Impact of Training

• Imagine being able to prove, qualitatively and quantitatively, the value of your training and training department to your agency’s management.

• When training departments are able to show improvement in performance, based on training delivered, they see increased management satisfaction and funding for their departments.

Option 4 — Transfer of Training • Consider using one of our customized

transfer of training models. These models get results.

Powerful Options

for “Making Training Stick”

•Course customization

•Coaching from The Coaching Group

•Measuring the impact of training

•Transfer of training

!37

Level 5 – Return on Investment Level 4 – Business Results

Level 3 – Application Level 2 – Learning

Level 1 – Satisfaction with the Training

In order to gauge whether any performance improvement has occurred, we recommend the use of the Return on Investment Model. We can perform this measurement for you or assist you to design a program yourself.

Measuring Training Impact What’s in It for Your Organization?

The Levels of Measurement [HIGHEST Level of Measurement] Level 5 / Return on Investment – The monetary or monetized performance improvement exceeds the investment in the training program or intervention.

Level 4 / Organization Impact – The performance improvement, which is the result of the intervention, impacts quality, cost, output or time (QCOT) (e.g., a large-scale writing improvement program results in far less rework for writers and their supervisors and the organization realizes associated time and cost savings).

Level 3 / Application – Participants demonstrate a measurable change in behavior or performance on the job (e.g., participants are measurably more cooperative with colleagues or sales associates model superior sales techniques).

Level 2 / Learning – Participants increase their knowledge or skills (e.g., supervisors learn to use two additional supervisory tools or analysts understand how to conduct an assessment using a fishbone diagram).

[LOWEST Level of Measurement] Level 1 / Reaction – Participants rate their reaction, response, or satisfaction with the training. This is the evaluation level with which most businesses are familiar. Something often missed at this level is whether the participant believes they will be able to apply what they have learned.

!38

What can designing and measuring a training program (using the ROI Model) do for your

organization?

Diagram adapted from the book, “The Value of Learning,”Patricia and Jack Phillips, 2007,The ROI Institute, Inc.

• Real and tangible payoff for the organization • Alignment with the organization’s strategic goals • Supervisors will apply the right skills and apply them

in a way that has the most positive impact for the organization

How do we know we can measure the results of training? Because we:

Start by identifying the outcomes sought. Build a system of program measurement from the beginning.

We have the proof – call for a demonstration.

Building a Training Program using a Return on Investment Planning and Measurement Model

!39

Rates Effective July 1, 2014 to June 30, 2016

Client pays an hourly rate for course delivery or customization

Per Hour Rates

Per Day Rates

Leadership $350 $2800

All other courses including Analyst, Supervisory, Project Management, Interpersonal Skills, and assorted soft skills… $325 $2600

Software Application Courses $240 $1920

Please call for pricing for any “For-Credit” Courses from any of the four Los Rios Colleges. Pricing for these courses is regulated by state policies and can be explained in a presentation

of course options. Client determines number of participants in each class.

Example: Full-day (eight-hour) Analytical Course at $325 per hour: Investment $2600 The per-student investment for a full-day course for 25 participants is $104 per student. Low Materials Cost You pay at or near cost for course materials (duplication, binders, collation, covers). We own the rights to most of the materials we use, so cost typically run less than $7 per student per day.

Compare to most fee-based courses! • You save money • Receive a course customized for your agency and needs • Course delivered at your site

!40

GTA The Government Training Academy The Government Training Academy (GTA) is a custom training division of the Los Rios Community College District that specializes in partnering with government to design, deliver, and measure the impact of performance solutions.

Performance solutions include: • Assessment • Customized training programs • Coaching • Measurement of the value of performance solutions • Other value-added services to assure that training

has a real and measurable impact

For details about our services and catalogs describing our training programs, or to discuss performance solutions from the GTA, please contact:








!41

!42

The Los Rios Government Training Academy is the largest provider of customized training to public agencies in the greater Capital Region. Los Rios is the region’s

leader in creating effective, innovative workforce development solutions and programs. The Government Training Academy knows and understands the

unique needs and workforce challenges of state, county, and city governments. The GTA partners with government to design and deliver training and

performance solutions and has been government’s proven partner since 1980.

Our expert trainers are experienced developers of innovative classes and materials that engage and assure employee success. You will find the

Government Training Academy’s response is cost-effective, flexible and includes proven methods for assuring that the training has a positive impact and the

value of training can be measured.

Government Training Academy Custom training division of Los Rios Community College District

Workforce & Economic Development




GTA Los Rios Government Training Academy





Documents

Management Development and Supervisory Skills