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Rutgers University
Employee Training and Development:
Leadership & Communication Skills Courses


From adapting to change to supervisory skills and everything in between, we have a variety of leadership development programs to meet your staff's leadership and management training needs. Whether you are looking for a one-hour seminar, a half-day course or a customized certificate program, we've got you covered.

Some of the leadership and supervisor training courses we can bring to your facility include:

Adapting to Change
This course will discuss the impact of changes in the workplace. It will examine common feelings and reactions to current workplace changes, how the employee adapts to them, and how these reactions affect the workplace. It will cover techniques for building confidence and adapting to change. This training program will examine what factors employees can control or influence and how they can develop a personal action plan to adapt to change.
Advanced Communication Skills
This class will cover complex communication skills and knowledge that will enhance the job performance of employees who frequently have crucial interactions with clients and co-workers. The course includes an in-depth discussion of each stage of the communication process, which will help participants identify and overcome difficult obstacles to successful communication. Tips for better listening and handling difficult conversations will also be discussed.
As Simple As Respect – Embracing Diversity / Respectful Workplace Communications
This class will discuss why managing and leveraging diversity is essential for organizational growth and success, as well as a healthy work environment. It will explore how diversity affects mindsets, attitudes, behaviors, and interpersonal communication in the workplace. Participants will learn practical skills and strategies to improve their ability to work effectively with people of different social and cultural identities.
Call Center Training: Customer Care
This program will provide participants with skills for providing excellent customer service over the phone. Attendees will learn how to create a positive image of their organization, brand each customer's experience as unique, break bad customer service habits, deal with irate customers, and more. This course will also provide employees with targeted active listening and communication skills. These skills, though targeted for use over the phone, can be applied to any customer service setting.
Coaching and Motivation
This course presents the learner with the skills needed to motivate individuals. It explores motivational principles, various motivators that employees respond to, and identifies barriers that need to be addressed for continued success and growth of employees. The course also covers coaching skills and techniques necessary to motivate groups toward success. The concept of positive growth and transition for all work environments is emphasized.
Communicating with an Emotionally Disturbed Person (EDP)
People suffering from mental health disorders can be difficult or even dangerous to deal with. When a person has a brain disorder, chemical imbalance, or psychiatric diagnosis, constant communication is critical. Be prepared by learning effective means of communication, while focusing on personal safety and threat assessment. In this course, participants will learn how to identify mental illness and gain effective communication, negotiation and de-escalation skills. Other topics include body language, pre-indicators of violence, and personal protection.
Communicating with Clarity (View Course Video Preview)
This program is designed to provide supervisors and managers with advanced communication skills that will help them to get the most out of their relationships with peers, bosses, and those who report to them. It will cover how to give effective feedback, send professional emails, use stories in persuasive speech, use communication in collaborative setting, and give presentations on short notice. At the end of the program, participants will develop an action plan to use these skills on-the-job going forward.
Crisis and Emergency Communications
In this course, participants will learn how to communicate with members of their communities and the media during times of emergency or perceived emergency. The program will touch on real and perceived risk, an overview of effective communication skills, and how people react to and handle crisis situations. Participants will then learn how to use these skills in a variety of practical situations.
Customer Service Skills – Give 'Em The Pickle
This course is based on the Give 'em the Pickle video and course. The program begins by asking participants to assess their current customer service performance, helping them to identify potential areas of growth. This course will teach participants how to connect with customers by focusing on four key principles – service, attitude, consistency, and teamwork. These improved customer service skills will help to keep current customers and attract new ones.
De-Escalating Conflict in the Workplace
In this course, participants will learn to use stress-management and problem-solving skills to resolve a variety of conflicts with co-workers and customers. The class will define stress, identify common stressors, discuss stress-management techniques, provide essential communication skills for resolving conflicts, and give participants chances to practice techniques learned in the course.
Developing Leadership Capabilities
This program is designed to develop and enhance the skills and knowledge managers require to effectively lead a team in a modern business environment. Topics include defining a good leader, establishing the difference between a manager and a leader, and skills and qualities required of a leader, such as decision making, communication, coaching and motivation, problem solving, and more.
Diversity in the Workplace / Working with Multiple Cultures / Cultural Competency (View Course Video Preview)
Working effectively with different cultures is a necessary skill for anyone in a culturally diverse work environment. Topics in the this course include understanding cultural diversity, awareness of biases, identification of inappropriate workplace behaviors related to cultural sensitivity, and communication methods for working with individuals of a different cultural background in a way that improves workplace productivity.
Effective Communications
Through discussions of how people communicate and why communication is important, this program presents the principles and practices of excellent communication skills within any group. Learners will discuss barriers to communication and concentrate on the benefits of good communication. Along with basic principles of communication, specific skills such as active listening will be covered.
Emotional Intelligence
This course will examine emotional intelligence and its role in effective leadership. Participants will outline and explore the nature of emotional intelligence, which is the ability of an individual to recognize their own and others' emotions and understand their effects on the workplace. Communication styles and additional practical tools for improving one's ability to work successfully with others will be covered.
Employee Engagement (View Course Video Preview)
Employee engagement, the extent to which employees enjoy, believe in, and feel valued for what they do, is a top indicator of organizational success. This program will teach managers and supervisors how to improve employee engagement in their organization. The course will focus on 11 essential practices for increasing employee engagement, such as control, confidence, and communication.

Five-Star Customer Service (View Course Video Preview)
This course will help to improve participants' customer service skills by covering essential professionalism and communication skills. Participants will learn how to use these skills to handle difficult customer situations, improving customer experience. This course can also be customized to meet the needs of healthcare centers in particular. The medical version of the course touches on HCAHPS and the AIDET fundamentals of patient communication (acknowledgement, introduction, duration, explanation, and thank you).
Giving Recognition and Feedback
This course explores the importance of effectively giving recognition and feedback. It will touch upon identifying opportunities to give employees positive feedback, practical tips for delivering both positive and negative feedback, and the importance of following up after feedback is given.
How to Influence People
This training program focuses on the fundamentals of influencing others and explores methods to help employees achieve their persuasion-based objectives. Participants will learn to use strategic thinking techniques, maintain a positive attitude, and use optimal communication techniques. By the end of this course, participants will be able to more effectively influence others in the direction of their choice.
Human Resources Introduction
This program provides participants with all the basic knowledge needed to gain an understanding of the role and function of human resources professionals. The class will define the distinction between HR management and personnel management and cover the basic functions of human resources, including recruitment, learning and development, and ensuring legal compliance.
I'm in Charge, Now What? / Leadership Effectiveness / New Supervisor Training (View Course Video Preview)
This course is designed to aid those who are moving or recently moved into supervisory or management positions. It discusses the transition from peer to supervisor and the adjustments necessary to make that transition successful. Participants will learn a variety of skills which will optimize this transition, including strategic thinking, effective communication, and motivation skills.
It's About Respect – Recognizing Harassment in a Diverse Workplace
This training program discusses harassment, the costs of harassment in the workplace, and harassment prevention. In the course, participants will learn to define harassment and gain an understanding of the effects of harassment on an individual. This course also covers what to do if an employee believes he or she is being treated differently than co-workers or is subject to harassment.
Leadership Styles
This course will explore different leadership styles and the strengths and weaknesses of each. Through activities and role play, participants will develop the tools necessary to recognize and utilize their own leadership/behavioral style, understand the behavioral style of others, and how to best respond to others for maximum effectiveness and results.
Leading with Authenticity
This program focuses on targeted advanced leadership skills that will transform participants into leaders that know their own strengths and weaknesses and gain faith and trust from their employees. The course will cover both the personal and interpersonal skills needed to meet these goals, including emotional self-awareness, team building, and conflict management.
Learning and Development
In this course, participants will learn how to identify training needs and design training programs that will meet the needs of their employees. The program will discuss conducting needs assessments, the role of training in overall employee development, and the use of technology in employee training. After completing this course, participants will have a fuller understanding of how to develop their employees.
LGBTQIA Sensitivity Training (View Course Video Preview)
This program will help participants understand and address the unique concerns of members of the LGBTQIA community. The course begins by defining each of the terms under the LGBTQIA umbrella. It also lays out some common concerns and issues faced by these individuals, and provides practical tools and tips to help address these problems.
Management and Leadership Skills
This program, designed for new or up-and-coming organizational leaders, provides an overview of the management and leadership skills all managers need for success. The course will introduce participants to the responsibilities of a manager, giving positive and corrective feedback, coaching for performance problems, and much more.
Managing Difficult Situations (View Course Video Preview)
This class teaches staff how to respond effectively and sensitively to resistance, charged emotions, and challenging behaviors with clients, customers, and co-workers. When staff can effectively respond to challenging situations, they are better equipped to provide the highest quality customer service. Employees are more satisfied when they have the skills and tools to respond effectively to difficult situations.
Managing Four Generations in the Workplace
This course will define each of the four generations currently in workplaces, as well as what these individuals want and need from their work and their workplace leaders. Practical tips for working with each generation and the importance of treating individuals from different generations differently are also covered.
Managing Organizational Change
This workshop will provide managers and supervisors with the tools and knowledge needed to lead their teams through changes that affect their organization. During this session, participants will discuss the importance of clear communication from managers and supervisors throughout the change process, the different ways employees respond to workplace change, common emotions associated with workplace change, stages in change acceptance, and tips for managing resistance to change.
Partnering with Your Boss (View Course Video Preview)
This course will offer techniques for becoming more productive, valuable, and effective for an organization by understanding the communication skills, conflict management skills, and collaboration skills needed to successfully work with one's boss and co-workers. It will provide several examples and activities to help participants see where their current strengths and weaknesses in these areas are.

Performance Management (View Course Video Preview)
This workshop focuses on practical tools and skills managers and supervisors can use to improve employee confidence and performance. Participants will learn how to set goals for employees, give feedback effectively, and coach and motivate employees to success. The success of supervisors and managers is often measured by their ability to use these key skills.
Persuasive Presentations
This two-part program will provide participants with the skills and tools needed to make compelling and persuasive presentations to any audience. It will cover how to prepare for and design persuasive, engaging presentations according to the needs of an audience, develop appealing and enhancing visual aids, and anticipate and respond to resistance. Participants will practice delivering presentations relevant to the work they do.
Phone Etiquette and Customer Service
This course is designed for individuals who answer customer calls within their organization. In this program, participants will learn to have effective, positive interactions with customers, particularly those who are experiencing issues, over the phone. Participants will be taught the LEARN approach, encouraging them to listen to and empathize with a customer's experience, ask pertinent questions, review the situation before determining a solution, and negotiate a mutually agreeable outcome.
Positive Responses to Negative Behavior (View Course Video Preview)
The clients, customers, or patients at some organizations may regularly get involved in conflicts or confrontations. This course will help employees at these organizations to understand what these confrontations may look like and the main causes of conflict among customers in their workplace. Participants will learn targeted communication skills that can be used to prevent conflicts from occurring, as well as de-escalation skills to handle conflicts that arise.
Powerful Presentations / Presenting with Pizazz
This program will help employees develop their presentation skills and learn how to present ideas with conviction, control, and poise. Participants will learn to use both verbal and nonverbal messages, practice nonverbal impact skills, reduce nervousness, engage the attention of the listeners, and make their content clearer and more memorable. Effective presentation skills are needed to sell products, services, and ideas.
This program defines what it means to be a professional. It covers behaviors that are and are not professional, the benefits of professionalism, and the challenges to acting professionally. Specific skills taught in this course include effective use of body language, effective communication, active listening, and stress management.
Resolving Conflict
This program discusses the theory of conflict resolution and practical tips for addressing conflict. The course covers the main styles of conflict resolution, the definition and nature of conflict, and the goals of those in conflict. The course concludes by offering participants steps for managing conflict in a way that is fair to all parties and key skills for managing conflict.
Stress Management
This course will define stress, identify common causes of stress, discusses different types of stress, and provide practical tools for handling stressful situations in the workplace. Some of the program’s stress-management tips are related to critical thinking, effective communication, time management, managing anxiety, positive thinking, and addressing anger and conflict.
In this program, the participant will learn about the benefits of building functional teams in the 21st-century work environment. Teamwork and its principles will be discussed, allowing the learner to develop an appreciation for the skills and knowledge necessary to build successful work teams. This class will discuss in detail: stages of team development, the benefits of teamwork, roles of individual team members, and the characteristics of high-performing teams.

Terrific Training Techniques - Train the Trainer (View Course Video Preview)
In this train the trainer workshop, a variety of training strategies are shared to enable HR and training professionals to create extremely interactive, results-oriented programs focused on achieving business goals. Trainers in this course come away with the ability to write role-plays and case studies, as well as to select from numerous small group exercises to promote and reinforce learning. The "Terrific Training Techniques" class is a field tested program that improves trainer performance!
Time and Stress Management
This course will provide attendees with the essential skills for working productively in busy environments. It will identify how precious time is and give proven techniques to effectively protect and manage it. Participants will develop increased awareness of the causes and symptoms of stress and learn new strategies to minimize the effect of stress on both the individual and the organization.
Time Management
This course will help participants to identify and overcome barriers to effective time management. Attendees will learn proven time-management skills, approaches, and strategy development which will enable them to determine how much energy, resources, and task coverage is needed to complete a project or task. Participants will learn how to plan and organize their time for their personal success.
Turning Around Difficult Employee Performance Issues / Difficult Conversations (View Course Video Preview)
This course will help managers and supervisors effectively address difficult employee performance problems. The program will define the different types of performance issues, identify common causes of performance issues, and suggest options for addressing issues. A step-by-step walkthrough of the performance coaching process will also be presented.

For a complete list of our courses and descriptions, view our course catalog.

Video Testimonials:
Hear How Our Customized Leadership & Communication Courses Have Helped These Clients

Customized Employee Training Testimonial - Marlin Business Services

Aaron Phinisee
Director of Organizational Development
Marlin Business Services Corp.

Customized Employee Training Testimonial - Ravitz Family Markets

Kenneth Brahl
Senior Director for Labor Relations
Ravitz Family Markets

Customized Employee Training Testimonial - Girl Scouts Heart of NJ

Christina Kelder
Human Resources Generalist
Girl Scouts Heart of New Jersey

Success Story:
Valley National Bank Partners with Rutgers to Offer Training Program for Emerging Leaders

Utilizing the training expertise of Rutgers OCPE and professional management training consultant George Wright, Valley National Bank has offered leadership development training to emerging leaders and mid-level management. Read the full story about this successful partnership.

If you are interested in any course above (or another topic not listed), request more information online or call us at (848) 932-7701 to get started. We would be thrilled to hear from you!

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