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Customer Service: A Step
Above
-- November 10, 2005
Meredith Taylor,
President, Taylor and Associates.
Each time a customer walks in your agency, you have one chance to
make a good first impression. Are you succeeding? Is there room for
improvement? This broadcast provides an updated look at skills necessary
to send customers away smiling. Participants learn techniques to:
Immediately establish confidence and rapport with customers;
Handle complaints from angry customers;
Manage stress by keeping cool inside as well as outside;
Become an effective and empathetic listener; and
Control tone of voice and body language.
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Employee Motivation and Team
Building
-- June 22, 1999
Ed Thomas, Director of Governmental Research and Service, USC's
Institute for Public Service and Policy Research, and Jon Pierce,
Associate Director of
Governmental Research and Service.
Topics included:
What
motivates employees;
Creating a motivated
team;
Creating a productive
organization culture;
Identifying and
removing obstacles that interfere with motivation; and
Communicating
performance expectations.
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Ethics Is More
Than The Law
-- November 9, 2006
Mr. Edwin C. Thomas, Director of the Governmental
Research Unit at the USC Institute of Pubilc Service and
Policy Research.
Through a wide-ranging discussion of the ethical duties and
responsibilities of the public servant and the ethical
dilemmas they may face, this telecast will provide the
participants with an understanding of public service values,
the principles of public service ethics, and various
guidelines and frameworks for making ethical decisions
including the AICP Code of Ethics for planning and zoning
officials.
This
presentation will explore ethical principles and guidelines
that will enhance your county operations and allow you to:
Define
ethics – Its importance and how ethical actions affect
public perception.
Learn the
difference between being legal and being ethical.
Decipher
the five principles of public service ethics.
Create an
ethical organizational structure.
Adhere to
specific guidelines and filters to formulate ethical
decisions.
Teleconference Overview & Agenda
PPt
Slide
Handouts
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First
Line Supervision
Dr. Jack
Enter, Prof. of Criminal Justice, North Georgia College and
State University.
Dr. Enter covered the following topics:
Principles and skills of supervision;
Team building between management and staff;
Social changes influencing the types of employees in the
workplace;
Effective tools for dealing with problem or marginal
employees;
Personal accountability and growth for the supervisor; and
Communication in the workplace.
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Forging
Productive Relationships
--
August 24, 2006
Linda Sloan,
professional speaker and trainer with Taylor and
Associates.
Do you find that it's easier to
do the job yourself rather than delegating some of the
responsibility to others? Is your intended information often
misinterpreted? Are you avoiding individuals because
speaking with them is unpleasant? How do you amicably
resolve conflict between co-workers? Is professionalism the
norm or do "Power Plays" rule the office. Ms. Sloan examines
how to engage and forge productive working relationships.
Topics discussed include:
Situations that push you out of your comfort zone;
Type A-B Personality;
Passive, assertive, and aggressive behaviors;
Making a connection;
Communicating clearly;
Professionalism and "Power Plays;"
Conflict management styles; and
Steps in conflict management resolution
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Getting to Know HIPPA
-- September 10, 2003
Ms. Jeanne Born, an attorney with Nexsen Pruet Jacobs and Pollard,
LLC; Dr. Ron Moore, the State HIPAA Coordinator; Ms. Betty Tanner, EMS
Office Manager for Darlington County; and SCAC staff members.
Gives county
employees at all levels an informative overview of the Health Insurance
Portability and Accountability Act (HIPAA) and to discuss how current
and future phases of implementation will a affect county operations. Procedures will be addressed
concerning:
Sharing protected health information between covered
entities and business associates;
EMS personnel regarding medical information release forms;
Law enforcement, set-off debt, and workers’
compensation issues.
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Governmental Ethics for County
Officials and Employees -- October
13, 1998
Kelly Golden, SCAC, and Allen Smith, Childs and Halligan.
This training session focused on the rules of conduct under the State Ethics Act and the Hatch
Act applying to all public officials and employees.
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Interpersonal Communication Skills: Working Together
--
October
10, 2002
Meredith Taylor, President, Taylor
and Associates.
How well
do you relate to others? Do you express yourself in a clear and
confident manner? This broadcast was designed to help improve and
fine-tune the communication and human-relations skills of all county
employees, no matter in what capacity or level of county government they
serve. In today’s workplace, being able to work with and through people
is a major factor in determining job performance. Specific topics
include:
Identifying personal communication styles;
Reading
people more effectively;
Expressing
needs and opinions without creating hard feelings;
Avoiding
communication traps that kill cooperation;
Giving
feedback in a positive way that helps reduce defensiveness;
Five ways
to improve listening; and
How to
receive criticism without taking it personally.
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Introduction
to OSHA: What Counties Need to Know
-- February 7, 2000
Van Henson, SC OSHA’s
Office of Voluntary Programs.
Are you concerned about workplace safety? Do you
worry about an OSHA inspection of your department? This free
teleconference was designed to help county government officials and
employees understand the critical aspects of workplace safety and
health, hazard reduction, liability issues, and inspections. Topics included:
Description of free OSHA voluntary programs available to you;
An in-depth look at the OSHA inspection process;
A discussion of your rights during and after an OSHA inspection;
Self inspection techniques and common violations; and
Resources available for the development of safety programs.
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Introduction to GIS -- May 18,
2006
Dr. Patrick Bresnahan, Richland County GIO and Mr. Alex Smith,
Richland County Sr. GIS Analyst.
Ever wish
that you could have all the information at your fingertips to make a
dynamic impact on future planning and zoning decisions? With GIS
innovative technology, you can! It is truly amazing how precise and
easily attainable this information is. After experiencing this
teleconference, you will become eager to implement these processes and
procedures within your own departments. Dr. Patrick Bresnahan,
Geographic Information Officer, Richland County Government, is the
instructor and treats the audience to a journey of
discovery concerning:
Examining what GIS is and how it works – terms & fundamental components;
Exploring the
sources of data for GIS and how that data is structured for various
applications;
Reviewing which
spatial data can be displayed and how maps are generated;
Demonstrating how
GIS can be leveraged to improve planning operations; and
Utilizing
standard practices to get desired results.
Teleconference
Overview,
Handouts, and
PPt presentation
(This is a large PDF
file and may be slow to load)
Instructor's recommended resource materials:
Measuring Up -- The Business Case for GIS
and
The GIS Guide for Local Government Officials
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Making
Affordable Housing Happen: A Key Element of the
Comprehensive Plan --
November 15, 2007
Facilitator: Tammie Hoy, Lowcountry Housing Trust
Panelists: Geona Shaw (Charleston Department of
Housing & Community Development), Bob Holt (Charleston
Development Corporation) and John DeLoache (SCAC)
This
teleconference will cover the basic issues related to making
affordable housing a priority at the local level, its
relation to the comprehensive plan, its link to all other
planning elements and its necessity to ensure economic
vitality at the local level. The session will cover basic
definitions, busting the myths, defining the challenges and
barriers to production, sharing of solutions and best
practices being implemented in South Carolina including:
Policy changes
Zoning tools
Actual
success stories of programs and developments that are
working
Overview,
Agenda,
Handouts,
and
PowerPoint Presentation
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Managing in a Period of Fiscal Stress
-- March
25, 2004
Ed Thomas, Director of Governmental Research and Service, USC's
Institute for Public Service and Policy Research, and Jon
Pierce, Associate Director of Governmental Research and
Service.
Discusses practical ways to manage and
successfully work within county government during a time of
fiscal stress. Specific topics to include:
The fiscal environment;
Six basic tasks of cutback management;
Survivor syndrome;
Guidelines for maintaining morale during lean budget times;
Characteristics of organizations that successfully manage under
conditions of fiscal stress; and
Best practices in cutback management.
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Managing
Stress on Your Way to a Healthier Lifestyle
-- March
5, 2003
Diane Burke, Program Manager, State Health Plan Prevention Partners.
Did you know that chronic stress can lead to illnesses such as
backaches, insomnia, and even coronary heart disease? With this in
mind, the overall goal of the first
teleconference of the year is to help county employees deal with
negative stress in a healthy way. During this two-hour program, Diane
Burke discusses practical ways to effectively limit and manage stress as
well as how Prevention Partners can help with this and other health
related endeavors. Specific topics include:
Recognizing the mental and physical signs of stress;
Developing
a personal action plan;
Ten ways
to worry productively;
How to
become stress-resistant;
Reducing
stress through proper nutrition;
Developing
a positive attitude; and
Coping
with change.
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Managing Your Time
for Maximum Productivity -- May
31, 2007
JoAnn Summers Moss, SPHR, President, Human Resource Dynamics.
Each of us has only 24-hours in a day. Time doesn't change...We can't
stretch it to meet our needs...We can't stop it until we catch up,
although we sometimes wish that we could. What we can do is this: We can
manage ourselves and what we do with the time that we have. This
training is designed to assist you in becoming more organized and
reducing your stress level as you tackle your many different requests,
demands, deadlines and interruptions during the course of the day. Specific topics include:
Learn where
you are wasting your time;
Gain
tips for planning and organizing;
Explore
your priorities and learn to schedule your priorities;
Learn to make a
workable "To Do" list;
Learn
the importance of being flexible;
Explore your
own time clock to become self-aware;
Explore and gain
tips on dealing with procrastination;
Learn to say NO;
Learn the importance of rewarding yourself;
and
Learn
where the power to take control really rests.
Overview,
Handouts,
and
PowerPoint Presentation
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Performance Appraisals as an
Effective Management Tool
-- May 6, 1999
Bill Tomes, Governmental
Research and Service Unit of USC's Institute for Public Service and
Policy Research.
Topics covered:
Fostering
development of employees;
Providing an objective
and fair means for measuring performance;
Improving employee
performance;
Improving communication between supervisors and employees; and
Providing a legally
defensible system for personnel decisions.
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Personnel Issues Update -- February 10, 2005
Linda Edwards and Chris Johnson of
Gignilliat, Savitz and Bettis.
Provides
participants with an update of key personnel issues, including:
Employment at will;
Sexual harassment;
Drug testing;
Grievance procedures; and
Fair Labor Standards Act, Family and Medical Leave Act and the Americans
with Disabilities
Act.
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Planning & Zoning - Part
I: Let's Get Started -- May 12, 2005
Speakers:
Mark Tollison, Greenville
County Attorney and Part-Time Lecturer, Clemson University; Bo
Shetterly, Of Counsel, S. C. Association of Counties; Clif Scott, Senior
Staff Attorney, S. C. Association of Counties; Cathy L. Hazelwood,
Assistant Director and General Counsel, State Ethics Commission.
Designed for members of local
planning commissions, boards of zoning appeals, and boards of
architectural review as well as employees who are planning
professionals, zoning administrators or zoning officials, or their
deputies or assistants. Covered topics include:
Overview of the Local Government
Comprehensive Planning Enabling Act;
Keys to Community Planning:
Effective Meetings, Hearings, and the Freedom of Information
Act;
Principles of Ethics and the South
Carolina Ethics Act.
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Planning & Zoning - Part
II: Understanding Key Concepts
-- August 23, 2005
Speakers:
Michael Criss, AICP, Richland County
Planning Director; Harold J. LeaMond, Jr., AICP, Dorchester County
Director of Planning and Codes; and Mark Tollison, Greenville County
Attorney & Part-Time Lecturer, Clemson University.
Designed to provide an in-depth understanding of key
concepts in planning and zoning with an emphasis on the various planning
elements that local officials and employees must understand in order to
make informed decisions. An important part of this discussion includes
legal concepts and how they impact the planning process.
The Planning and
Zoning Process; and
Legal Concepts in
Planning and Zoning.
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Representation and Revenue
-- July 9, 1998
This satellite workshop focused on the
critical issues facing local government for the Census 2000 count. For
every person who is not counted, a jurisdiction can lose revenue and
representation. This workshop gave information and provided tools for
generating an accurate count. The speakers also presented information on
sources of data for local address review, as well as methodologies for
local address review and political boundary review.
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Respectful
Workplace: Understanding and Preventing Sexual
Harassment
--
October 6, 2000
Stephen Savitz, Gignilliati, Savitz
and Bettis,
Certified Specialist in Labor and Employment Law.
The emphasis in sexual harassment prevention training is often about
the law, its restrictions, and its consequences. Sexual harassment is a
legal matter, but it's also about relationships, power, and respect in
the workplace. This free teleconference was designed to help
county government employees understand how to effectively identify and
adopt concepts of respectful work relationships. Topics
included:
The types and causes of sexual harassment;
Case studies of sexual harassment;
Sexual harassment laws and legal issues;
Developing sexual harassment policies and procedures; and
Resources and techniques for dealing with sexual harassment.
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Skills for Success as a
Supervisor - August 23, 2007
Meredith (Merry) Taylor, President, Taylor
and Associates.
A
positive transition in the workplace often involves a promotion with
more responsibility. New responsibilities usually involve complex tasks
that require the coordination and cooperation of co-workers.
Merry
Taylor of Taylor and Associates will focus on the key skills crucial to
a supervisor’s success and offer tips for those who are in transition to
a supervisor’s role.
Specific
concepts examined in
Supervisory Training
will
enhance personal accountability needed as a supervisor, bolster
teambuilding & motivational skills, develop effective communication
capabilities, fortify new supervisors with tools to redefine their
personal perception with former peers, and offer tips on how to address
difficult managerial situations.
Specific
topics to be discussed include:
Understanding
the changing role of supervisor;
Managing
former peers;
Qualities
of a good supervisor;
Building
effective communication skills;
Teambuilding
and providing a motivational climate;
Personal
accountability and growth for the supervisor;
and
Tips
for tough situations.
Instructions,
Handouts &
PPt Slides |
Stress Management
-- January 26, 2001
Alyce
Kemp-DeWitt, Motivational Speaker.
Stressed spelled backwards is "desserts". One of the
keys to success is turning stressful situations of life into sweet
memories. Alyce Kemp-DeWitt is a motivational speaker who readily draws
on her extensive work and volunteer experience in the private, public,
and non-profit sectors. She teaches practical ways to keep stress from
causing you to overload giving special emphasis to motivation, humor, and
goal-setting. She encourages you to take a new look at yourself, your
attitude, and what you want in life. Topics included:
Confronting change;
Dealing with disappointment and guilt;
Learning to cope;
Charting specific steps for a new course of action; and
Stress reduction.
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Stress Management Dynamics
-- February 16, 2006
JoAnn S. Moss,
SPHR, President, Human Resource Dynamics.
JoAnn Moss confidently navigates
the intricacies of examining stress, its causes, its cycle and how
to manage it through self realization techniques.
As
a resourceful businesswoman with over 27 years of experience in the
field of Human Resources, Ms. Moss combines her extensive studies in
psychology and human resource management to develop custom seminars
for corporations, churches, and professional and civic organizations
nationally. Certified as a Senior Professional in Human Resources,
Ms. Moss delivers a powerful presentation that offers insight and
resolution to the daily rigors that cause stress.
Specific topics examined in
Stress Management Dynamics include:
How
to identify stress;
Define
the effects of stress on society;
Recognize stressors and determine which can be controlled from those
that can’t;
Convert
negative stress into a positive force;
Explore the full cycle of stress; and
Offer
tips and techniques to manage stress.
Overview,
Instructions,
Agenda and
Handouts
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The Importance of Jail
Standards
-- October 30, 2001
Panel discussion
presented by state and local jail officials.
The complexity of jail operations requires
jail administrators and
corrections employees to possess a variety of skills. One of these
skills is knowing and understanding the South Carolina jail
standards. This training session is designed to make corrections
employees familiar with the standards that affect their facility and
the reasons these standards are necessary. They also will learn how
to establish management systems to demonstrate compliance with
standards and how to consistently maintain standards compliance over
time. Participants will learn about:
Minimum
jail standards in South Carolina;
Designated
facilities;
Preparing for
inspections;
Technical
assistance for jail administrators and corrections employees;
National
jail standards (ACA); and
Risk
management issues.
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Time
and Life Management
-- May 19, 1998
Charlie Farrell, The
Farrell Group.
Topics discussed:
Planning
and goal-setting;
Developing good organizational skills;
Developing a positive approach;
Following through on commitments; and
Understanding
motivation.
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Victims'
Bill of Rights
Presenter: Robert Croom, SCAC
This teleconference provided an extensive review of the Victims' Bill of
Rights and the local services affected by the requirements of
the act.
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Workplace Security: Keeping County Employees Safe
-- March 22, 2002
Chris Cowan, Community
Services Division, Richland County Sheriff’s Dept., and Lt. L.J. "Chip" Johnson, Supervisory Special Agent, SC Law
Enforcement Division.
Given the heightened concerns for security since September 11,
managers and supervisors need to understand the security risks in
the workplace and how to effectively identify and prevent violence.
The first line of defense in combating violence or terrorism in the
workplace is awareness. This free teleconference is designed to
provide county officials that awareness by focusing on physical and
personal security issues in the workplace. Topics will include:
How to identify threats, attitudes, and risks for violence;
Steps for diffusing violence;
Resources and techniques for handling employee apathy, stress, and
violent behavior;
Identifying
measures that can be implemented to manage building and physical
security risks;
Homeland security training needs for local government employees;
How to protect critical information and critical infrastructure; and
Liability considerations for supervisors.
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