Courses
Due to the COVID-19 situation, we’ve temporarily suspended all in-person workshops for PDP. We are working on redesigning these to better fit the increasing virtual environment used by the OHIO Community. For more immediate updates as they’re released, you may wish to sign up for our Email Subscription Service.
All available courses are listed here. Click the Register link and complete the registration form to enroll. You will receive an email confirming your course registration, followed by a second email confirming your enrollment in the course. This email will contain Blackboard Log In instructions (PDF).
Course Name |
Pre-Requisite |
Duration | Format |
Register |
Course Description | Learning Objectives |
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Polishing Your Skills for Excellent Customer Service | None | 30 minutes | eLearn | Register | In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment. | |
Facing Confrontation in Customer Service | None | 30 minutes | eLearn | Register | In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution. | |
Rapport Building in Customer Service | None | 30 minutes | eLearn | Register | In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties. | |
Communicating Effectively with Customers | None | 30 minutes | eLearn | Register | This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. | |
Using Active Listening in Workplace Situations |
None | 30 minutes | eLearn | Register |
Active listening skills are used by professionals in a wide range of occupations to enhance their work. In this course, you'll learn listening skills that can help in the workplace, and techniques for becoming an effective active listener. |
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Providing Effective Internal Customer Service | None | 30 minutes | eLearn | Register |
In this course, you'll learn about types of internal customers and how to identify internal customer relationships. You'll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you'll learn guidelines for providing internal customer service excellence. |
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Providing Telephone Customer Service | None | 30 minutes | eLearn | Register | In this course, you'll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style. | |
Creating Effective Social Customer Service | None | 30 minutes | eLearn | Register |
In this course, you’ll learn about the importance of using social media for customer service, the changes brought about by social customer services, and how companies are adapting to this new way of addressing customer issues. You’ll also learn how changes in the behavior and expectations of customers have impacted customer service and become familiar with the advantages of social customer service for businesses, gaining an understanding of the importance of other digital tools to support your customers. |
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Dealing with Customer Service Incidents and Complaints |
None | 30 minutes | eLearn | Register |
This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentation for incident reporting. |
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Designing Customer Service Strategy |
None | 30 minutes | eLearn | Register | In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement a customer service strategy to achieve service excellence. | |
Essentials for Anger Management | None | 30 minutes | eLearn | Register | In this course, you’ll explore how to manage your anger and your anger response. You’ll also explore the nature of anger, including its root causes and ways to use it positively in the workplace. And you’ll learn how develop empathy for colleagues who may be causing your anger. | |
Clarity and Conciseness in Business Writing | None | 30 minutes | eLearn | Register | n this course, you'll explore techniques you can use to make your writing more clear. Specifically, you'll learn about the importance of using short and familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. You'll also explore tips for being more concise in your writing and best practices for organizing content. | |
Keeping Business Calls Professional | None | 30 minutes | eLearn | Register |
In this course, you'll learn about some basic rules of etiquette that will help improve your phone skills and keep your business calls professional. You'll explore general best practices, and how to make and receive calls professionally. You'll also learn some best practices for using a cell or smart phone, and how to record and leave effective voicemail messages. |
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Making an Impact with Non-verbal Communication | None | 3o minutes | eLearn | Register |
In this course, you’ll learn how our attitude and tone, as well as body language such as posture, gestures, and facial expressions, can have significant impact on the way we communicate. You’ll explore techniques to help you project a positive attitude and presence. You’ll also discover how to read other people’s body language. |
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Communicating with Confidence | None | 30 minutes | eLearn | Register |
In this course, you'll learn about being an effective speaker. You'll discover ways to prepare, techniques to avoid being nervous and how to use your voice and body language to communicate with self-confidence. |
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Controlling Conflict, Stress, and Time in a Customer Service Environment |
None | 30 minutes | eLearn | Register | In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS). | |
Benefits Offerings | None | 30 minutes | eLearn | Register | This course introduces the types of benefits offered to OHIO faculty and staff, the eligibility requirements, and where to find specific resources regarding these benefits. |
By the end of this session, participants will be able to:
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Crushing Imposter Syndrome |
None | 1.5 hours |
Instructor Led |
Register |
While imposter syndrome impacts all genders within higher education (apparently most of us feel like imposters!), this workshop will evaluate the syndrome from a gendered lens, highlighting the ways in which girls are socialized to perfection. Inspired by both Valerie Young's iconic text Secret Thoughts of Successful Women and Reshme Saujani's incisive text Brave, Not Perfect, we will confront our imposter syndrome head-on with tangible tools to remind us of our value and worth. |
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Gender 101 | None | 1 hour | Instructor Led | Register |
This interactive workshop will ask participants to engage with social constructions of gender in order to: define gender and sex; identify consequences of strict adherence to gender roles; improve media literacy; identify when they first began to understand gender; create actionable steps to improve inclusivity and encourage freedom in gender expression. |
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Stay out of Your Way |
None | 1.5 hours | Instructor Led | Register |
This workshop will help participants examine the language which they use to communicate their confidence level. We will highlight the ways in which women have traditionally undersold their skills, and develop new ways of speaking about ourselves. While the focus of the workshop is on empowering women, the skills discussed are applicable to everyone regardless of gender identity. Additionally, we encourage attendance from anyone interested in serving in a supervisory role, as it can help understand the gendered differences in communication styles you may notice from your colleagues. It's important that supervisors, Human Resources, and colleagues know how they can be supportive of empowering others. |
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Lifting Women Up: Cultivating Influence to Achieve Our Goals |
None | 1.5 hours | Instructor Led | Register |
In this session, we will articulate the internal and external barriers, including sexism and other intersecting forms of oppression, that hold women back from achieving our goals. We'll develop strategies to enable us to identify our personal board of directors, cultivate allies, and develop influence. |
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Identifying Rape Culture and How to Respond | None | 1.5 hours | eLearn | Register | This workshop will provide participants with the tools needed to identify comments, actions, and myths that uphold rape culture. Participants will leave having role played bystander intervention strategies to disrupt rape culture. We strongly encourage that those attending this workshop also attend a Better Bystanders training, which focuses on bystander intervention, offered through Health Promotion. |
By the end of this course, you should be able to:
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New Hire Paperwork and I-9 Completions | None | 1 hour | eLearn | Register | This course provides an overview of how to ensure proper and timely completion of new hire paperwork for faculty, staff, and student employees. Particular focus will be given to accurate and timely completion of the form I-9. | |
Microsoft Excel Skills | None | 30 minutes - 1 hour (varies by course) | eLearn | Register |
Choose any from the following:
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Microsoft Word Skills | None | 30 minutes - 1 hour (varies by course) | eLearn | Register |
Choose any from the following:
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Microsoft Teams Skills | None | 30 minutes - 1 hour (varies by course) | eLearn | Register |
Choose any from the following:
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Microsoft Outlook Skills | None | 30 minutes - 1 hour (varies by course) | eLearn | Register |
Choose any from the following:
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Microsoft PowerPoint Skills | None | 30 minutes - 1 hour (varies by course) | eLearn | Register |
Choose any from the following:
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Make the Time You Need: Get Organized |
None | 30 minutes | eLearn | Register |
Participants will discover how schedule management can help you regain control of your time. Participants will learn how to leverage your personality to boost your productivity and explore techniques for dealing with time stealers, and learn how to create practical to-do lists and keep them relevant and realistic. |
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Uncovering and Utilizing Your Talents and Skills |
None | 30 minutes (w/Action Plan) | eLearn | Register |
Participants will learn what is meant by talent and skill, and why it's important to understand what talents participants possess. This course also covers techniques for identifying unique capabilities, and outlines what should be included in a talent action plan to fully utilize and develop key talents and skills. |
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Clarity and Conciseness in Business Writing |
None | 30 minutes | eLearn | Register |
Participants will explore techniques you can use to enhance their writing. Specifically, participants will learn about the importance of using short and familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. Participants will also explore tips for being more concise in your writing and best practices for organizing content. |
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Facilitation Fundamentals |
None | 1.5 hours | c | Register |
Participants will be introduced to teaching and facilitation skills and techniques. Emphasis is placed on the use of active, experiential learning methods with adult learners. Participants leave the workshop with a self-created template for their own workshops and training sessions. |
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Contributing as a Virtual Team Member |
None | 30 minutes | eLearn | Register |
Participants will learn how to develop the skills you need to show team leadership and be an effective member of a virtual team. Participants will explore personal traits that are useful when working on a team remotely. Participants will also learn strategies to stay connected with other team members, and ways to manage your time and overcome the challenges associated with managing teams remotely. |
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Networking Skills |
None | 1.5 hours | Instructor Led | Register |
Participants will learn how to develop a professional network to enhance collaborative opportunities and to identify in-person and online opportunities to expand their network. |
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Taking Stock of Your Work/Life Balance |
None | 30 minutes | eLearn | Register |
Participants will learn about how to detect imbalance between home and work and how to achieve a healthy compromise between work balance and life balance. Participants will also assess their current work/life balance. |
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Unleashing Personal and Team Creativity |
None | 30 minutes | eLearn | Register |
This course describes personal barriers to creativity and how to overcome them. It provides strategies for enhancing creativity in the workplace. In addition, it outlines key requirements for promoting creativity in a work environment. And it explores techniques for fostering creativity in teams, including brainstorming and role playing. |
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Developing Your Critical Thinking and Cognitive Flexibility |
None | 1 hour | eLearn | Register |
This course will help participants improve their critical thinking skills. Participants will learn about the intake, investigate, and act stages of critical thinking, as well as how to use analytical techniques to assess information. Finally, participants will learn the advantages of keeping an open mind through cognitive flexibility. |
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Outwitting Your Cognitive Bias |
None | 30 minutes | eLearn | Register |
In this course, participants will learn techniques for identifying cognitive bias, as well as strategies for overcoming specific biases. |
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Intercultural Competence | None | 1.5 hours | Instructor Led | Register |
This workshop will provide interactive opportunities to increase self-awareness, learn key terms and concepts associated with of intercultural competence, and practice inclusive communication strategies to improve and to enhance and strengthen relationship-building skills within and across departments and planning units at OHIO University. |
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Conflict Resolution | None | 1.5 hours | Instructor Led | Register |
This course provides an overview of conflict resolution styles, stages of conflict escalation, and strategies for resolving conflict at different stages. |
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The Fundamentals of Communication | None | 1.5 hours | Instructor Led | Register |
Participants will learn about the basic fundamentals of communication skills, and how verbal and non-verbal communication impact interpersonal relationship building. Also covered are the differences and skills in face-to-face, phone, distance, and email communication styles and techniques. |
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Active Listening | None | 1.5 hours | Instructor Led | Register |
This course introduces participants to various techniques associated with active listening, with an emphasis on in-workshop active practice and reflection. |
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SafeZone Training | None | 1.5 hours | Instructor Led | Register | Participants will learn about the dynamics of gender and sexual diversities while also exploring different ways to embody inclusive allyship for people of all orientations, genders, sexualities, identities, and levels of being out. | |
Landing Zone | None | 1.5 hours | Instructor Led | Register |
This five-session workshop series provides participants with more understanding and the resources to help veteran students better handle their unique challenges across campus Participants must attend at least one Landing Zone session to earn a badge for credit towards completing this certificate. Although badges for additional courses in this series may be earned, only one badge will count towards certificate requirements. |
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Emotional Intelligence | None | 1.5 hours | Instructor Led | Register | This course introduces the concepts of emotional intelligence, and how to be aware of both one’s own feelings and the feelings of others to improve and enhance interpersonal relationships. | |
Anger & Conflict | None | 1.5 hours | Instructor Led | Register | This course provides an examination of how anger can impact how individuals approach conflict and difficult conversations. Emphasis is placed on identifying one’s own sources of anger and how to mitigate negative emotions in difficult interpersonal situations. | |
Building and Sustaining Trust in the Workplace | None | 2 hours | Instructor Led | Register | This course assists in building trusting relationships by exploring the nature of trusting relationships, recognizing impact of trust in the workplace, and identifying specific actions to build, rebuild, and sustain trust. | |
Overcoming Unconscious Bias in the Workplace | None | 45 minutes | eLearn | Register |
Participants will learn about unconscious bias and practice strategies to combat unconscious bias in the workplace through creating an anti-bias approach to their interpersonal and organizational relationships. Participants will also learn how to lead anti-bias change in their own units. |
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Trust-Building through Effective Communication | None | 45 minutes | eLearn | Register |
Participants will learn how clarity in communication is crucial for building trusting relationships with others. This course brings together verbal, non-verbal, and active listening skills to help improve levels of trust between individuals. |
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Managing Difficult Conversations | None | 45 minutes | eLearn | Register |
This skills-based course introduces skills and techniques in diplomacy and tactful communication in how to handle difficult conversations with staff members. Participants will have the opportunity to demonstrate their understanding of how to fully utilize these skills in difficult circumstances. |
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Difficult People: Strategies to Keep Everyone Working Together | None | 45 minutes | eLearn | Register |
Participants will learn about interpersonal strategies that help when working in team-based environments. These strategies include ways to manage difficult behavior and ensure that team members are aligned with project goals, how to use feedback effectively, and how to use conflict management to make collaborative work more productive. |
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Effective Team Communication | None | 45 minutes | eLearn | Register | Participants will learn how to avoid bad habits and ineffective communication amongst team members through a focus on using team membership and active listening skills. Participants will have the opportunity to practice these skills within the eLearning course. | |
Encouraging Team Communication and Collaboration | None | 45 minutes | e Learn | Register |
Participants will learn how to effectively support active communication and collaboration across team members. Dedicated focus is spent on both face-to-face and virtual work environments. |
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Being an Effective Team Member | None | 45 minutes | eLearn | Register | Participants will learn about the important contributions strong team members can make. This course provides an examination of strategies to become a more valued and effective team member through collaboration and communication-related skills, as well as positive psychological techniques that help strengthen team-based efforts. | |
Compensation Philosophy & Framework |
None | 1 hour | eLearn | Register |
This course provides users with a foundational understanding of the University’s overall compensation philosophy, the types of positions within the University, and how those positions are mapped to the compensation framework. Topics include salary and creating and maintaining job position descriptions. |
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Interviewing: Doing it Right | None | 1 hour | eLearn | Register |
This course will present strategies for exercising sound judgment in the hiring and interviewing process. It will help managers and supervisors recognize and avoid discrimination in the recruitment process. |
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EEO and Lawful Hiring (Skillsoft) | None | 1 hour | eLearn | Register |
In this course, participants learn about the Equal Employment Opportunity laws that guide OHIO's recruitment efforts and aid them in carrying out hiring practices that are fair and lawful. |
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Human Resources Overview | None | 1 hour | eLearn | Register |
Provides an overview of key functions, activities and services within the University Human Resources department including who to contact for support and where to go for more information. |
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Leaves of Absence | None | 1 hour | eLearn | Register |
Provides an overview of various Leaves of Absence and the processes to request, obtain approval for, and administer leaves in a compliant manner in accordance with Ohio University Policies. Participants will understand available leaves and where related policies and resources can be located for future reference. |
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Preventing Violence & Bullying in the Workplace (Skillsoft) | None | 1 hour | eLearn | Register | This course offers strategies for preventing the escalation of conflict, identifies circumstances that can possibly trigger violence in the workplace, and provides guidance on what to do if you find yourself in potentially violent situations. |
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Diversity Advocate Workshop | None | 1.5 hours | Instructor Led | Register |
This interactive workshop provides participants with an opportunity to combine the knowledge gained from OHIO Search Committee Training with evidence-based bystander intervention techniques. The aim of this workshop is to ensure that participants are comfortable intervening in, leading, or supporting conversations surrounding diversity and inclusion throughout search processes. This course’s learning objectives represent the skills that participants will practice in this workshop and then use to support OHIO’s Search Committee process, and thus it is strongly encouraged that participants have attended OHIO Search Committee Training within the past six months, but the workshop is open to all interested. |
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Booking Group Travel | None | 1 hour | eLearn | Register |
This course shows users how to book group travel with the University’s travel management company and how to use preferred provider(s). Topics include airfare, lodging, meals, transportation, expense reimbursement, international travel, and meeting space. |
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Distributed Journal Entries I: Preparation | Chart of Accounts Fundamentals | 1 hour | eLearn | Register |
This course shows users how to download and fill out an Excel Journal Entry Template. It also reviews pertinent areas of the Chart of Accounts. This course is available to everyone responsible for journal entry preparation. CFAO permission is not required for this course. |
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Distributed Journal Entries II: Processors | Distributed Journal Entries I: Preparation | 1 hour | eLearn | Register |
This course demonstrates the Distributed Journal Entries process that allows campus users to prepare and upload journal entries to Oracle Ebiz. By the end of this course, you will be able to successfully upload a journal entry to Oracle Ebiz and monitor the import and posting process. |
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Cost Share | Grants Accounting Fundamentals | 1 hour | eLearn | Register |
This course provides an overview of the types of cost share, how cost share is tracked and reported, monitoring cost share, and Planning Unit responsibilities for cost share. |
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Booking Individual Travel | None | 1 to 1.5 hours | eLearn | Register |
This course provides an introduction to the University travel provider, Christopherson Business Travel and how to leverage their services. This course includes the following topics: How to book and pay for airfare, ground transportation, lodging in Concur and through and a travel agent and highlights of the University travel policy and procedures. |
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Travel Policy and Procedures | None | 1 hour | eLearn | Register |
This course provides a detailed look at the Ohio University travel policy and procedures. This course will cover policy overview, transportation, lodging, meals and incidentals, receipt requirements, cash advances, as well as other compliance related topics. |
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Concur Expense Reporting | None | 1 hour | eLearn | Register |
This course provides an overview of navigating and using Concur. This course includes the following topics: setting up and managing the user profile, setting Delegates and Proxies, alerts and itineraries, creating reports, costing, per diems, and an overview of Approver structure. |
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Oracle Business Intelligence Reporting Fundamentals | OBI Navigation, Chart of Accounts Fundamentals | 2 hours | eLearn | Register |
This course will review the dashboard pages contained on the Finance dashboard (available to all faculty and staff). The course will focus on reviewing prompts available for selecting data; segment value hierarchies utilized in the dashboard prompts; and understanding the drilldown options available from each page. This course will provide information about the purpose of each dashboard page and how to use the various pages most effectively. While most dashboard pages ultimately end up displaying transaction details, we’ll discuss which page gets you to your information most efficiently. Participants should be familiar with pivot tables and vlookups in Excel prior to attending. An OBI Navigation video is required pre-work. |
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BobcatBUY Fundamentals | None | 1 hour | eLearn | Register |
Overview of the standard purchasing process, navigation of the BobcatBUY e-procurement system, and basic functionality for the shopper/requestor/approver roles. Topics include: basic search, creating and modifying carts, setting up default accounting codes and shipping locations, setting notifications, shopping in catalogs, making non-catalog purchases with an existing supplier, and submitting requisitions and workflow. |
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Grants Accounting Fundamentals | Chart of Accounts Fundamentals | 2 hours | Instructor-Led | Register | Grants Accounting Fundamentals provides a more in-depth look at Grants Accounting. Grants Accounting is a sub-ledger of the General Ledger (GL). Grants Accounting utilizes Project-Task-Award (PTA). Topics include Grants Accounting Module and how it is used, PTA segment values, understanding dates, allowed cost schedules, and auto-accounting to the GL. |
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Oracle Business Intelligence (OBI) Navigation | None | 20 minutes | eLearn | Register |
The Oracle Business Intelligence (OBI) Navigation eLearning course is a self-study course that will introduce users to the basics of OBI Reporting. In this course, you will learn how to select prompts, save customizations, export and print reports and dashboards, as well as drilling down on specific information and changing the report view in the search results. |
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Search Committee: Preparing for the Search |
None |
2 Hours | eLearn | This course is geared towards search committee chairs and department heads. The training focuses on establishing inclusive search committees, writing inclusive job descriptions, and creating inclusive recruitment plans as well as understanding the impact of bias in these early stages of the search process. |
By the end of this session you will be able to:
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Search Committee: Candidate Evaluation and Selection |
None |
2 Hours | Instructor-Led | This course is geared towards search committee chairs and members, focuses on inclusive candidate evaluation and selection processes, and discusses the impact of bias during these later stages of the search process. |
By the end of this session you will be able to:
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Performance Management: Foundations and Goal Setting |
None |
1 Hour | eLearn | This course is designed for supervisors at OHIO and includes an overview of the performance management cycle at OHIO, distinguishes between employee and supervisor responsibilities in the process, and provides information about the construction of written goals and objectives. |
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Performance Management: Coaching and Feedback |
None |
2 Hours | Instructor-led | This course is designed for supervisors at OHIO and focuses on coaching and feedback. This course works to demonstrate effective communication elements and how to drive open and honest performance conversations between employees and supervisors. NOTE: It is recommended that you take "Performance Management: Foundations and Goal Setting" course before participating in this course. |
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Performance Management: Formal Evaluation and Recognition |
None |
2 Hours | Instructor-Led |
Registration will become |
This course is designed for supervisors at OHIO and outlines an equitable performance management system; assists employees and supervisors on how to best prepare and deliver high-quality, written evaluations; and discusses performance motivation, rewards, and recognition. NOTE: It is recommended that you take "Performance Management: Coaching and Feedback" course before participating in this course. |
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Performance Management for Non-Supervisors |
None |
1.5 Hours | Instructor-Led | This course is designed for staff members that do not supervise or manage others. Participants will learn about OHIO’s Performance Management System and understand the roles that supervisors and employees play in the process. | ||
Individual Compensation Distribution (ICD) |
None |
1.5 Hours | Instructor-Led |
Registration will become |
The Individual Compensation Distribution training covers how to set up and maintain contracts and awards in the Individual Compensation Distribution module within Oracle. |
By the end of this session you will be able to:
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Cash Handling & Credit Card Security Awareness | None | 2 Hours | eLearn |
*If you are a Student Employee attempting to sign up for this course, please have your supervisor email Carole Gilkey at gilkey@ohio.edu to gain access. |
Provides an overview of the cash handling responsibilities for: collecting cash, checks, and credit cards; required safeguards and internal controls; understanding responsibilities for PCI compliance; required training & certification. |
By the end of this session you will be able to:
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Chart of Accounts Fundamentals | None | 4 Hours | Instructor-Led | Register | Provides an overview of the Chart of Accounts (CoA) which provides the structure for all financial and management related reporting. Specific topics include General Ledger (GL) CoA, Grants CoA, segment values, object codes, functions, hierarchy, creating new values, and tools. |
By the end of this session you will be able to:
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Internal Awards | Chart of Accounts Fundamentals, Grants Accounting Fundamentals | 3.5 Hours | Instructor Led | Registration by invitation only Contact Kris Sano sanok@ohio.edu for more details |
Shows authorized users how to establish Internal Awards using the Grants Accounting system. Topics include set-up of Project-Task, set-up of Award, funding & budgeting, reporting, and closeout of internal awards. Participants must have Planning Unit authorization to establish Internal Awards prior to attending this course. Watching an Oracle Navigation Tutorial is required pre-work for this course. |
By the end of this session you will be able to:
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