| HCC WORKFORCE SOLUTIONS Business & Professional Development
Moving from Customer Service to Customer Care This course explores the behaviors that lead to high customer satisfaction and brand loyalty. Most organi- zations have a mission, vision, and value statement. Students will examine ways in which company cul- ture embodies, or ignores, the stated values of the organization. Students will learn how to apply the Ritz-Carlton Three Steps to Service, the significance of service recovery, and how to conduct a blameless apology. This course will also suggest and assess ways to reduce customer stress in the post-pandemic world by identifying steps to adjust the customer care model to account for customer anxiety. Total: $189 — Senior Total: $95 PRD-899-C TuTh 5–8:30pm Sep 12–14 K. Palmer CPB 214 PRD-899-E TuTh 9am–1pm Nov 7–9 K. Palmer CPB 214 Leadership Skills - The Essentials for Success This course identifies and explores skills needed to lead yourself first, give direction, delegate, build trust, share power, lead by example and enable others in an ever-changing world. Students will understand how attitudes, positive mindsets, and leadership ethics play a role in a leader’s success. Participants will discuss and role play everyday leadership situations. Total: $189 — Senior Total: $95 PRD-897-C TuTh 5–8:30pm Sep 19–21 C. Forrester CPB 214 PRD-897-E TuTh 9am–1pm Nov 14–16 J. Jones CPB 214 Project Management Essentials Have you ever been handed a project and told to “Make it Happen?” Now you are wondering where to start? How do you build the best team to accomplish this project? How do you develop a plan if this has never been done before? How do you make sure the project stays on budget and on schedule? This course guides managers through the entire project management lifecycle. Begin by learning to develop a comprehensive plan and effective team. Next, you will explore how to control project schedules, costs, and scope. Lastly, learn to communicate progress and establish relationships with key stakeholders. Total: $189 — Senior Total: $95 PRD-900-C TuTh 5–8:30pm Sep 26–28 A. Cubbage CPB 214 PRD-900-E TuTh 9am–1pm Nov 28–30 A. Cubbage CPB 214
Coaching for Improved Performance The complex work environment calls for managers and leaders to have the skills necessary to lead a work- force of all ages. Coaching is a relatively new strategy that leaders and managers utilize to help individuals focus on improving work performance, learn new skills and take performance to the next level. Skills such as active listening, asking questions, and being a think- ing partner set the stage for an effective coaching experience. Participants will discuss everyday work situations to determine ways coaching strategies will be successful. Total: $189 — Senior Total: $95 PRD-896-D TuTh 5–8:30pm Oct 3–5 C. Forrester CPB 214 PRD-896-F TuTh 9am–1pm Dec 5–7 J. Jones CPB 214
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hagerstowncc.edu/WSCEregistration
Workforce Training Program
Scholarship Available
Online / Hybrid / Remote
15
Registration is easy! see page 47 www.hagerstowncc.edu/wsce
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