Using Active Listening in Workplace Situations

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.

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.

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.

Dealing with Customer Service Incidents and Complaints   

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.

Designing Customer Service Strategy   

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.

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.

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. 

Controlling Conflict, Stress, and Time in a Customer Service Environment  

By the end of this session, participants will be able to:

• Recognize why the university offers benefits.
• Identify what benefits are offered and explain them to candidates, new hires or staff
• Demonstrate the ability to utilize university benefits
• Demonstrate ability to locate details regarding university benefits
• Use appropriate benefits terminology

Crushing Imposter Syndrome

Instructor Led

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.

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.

Stay out of Your Way

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.  

Lifting Women Up: Cultivating Influence to Achieve Our Goals 

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. 

By the end of this course, you should be able to:

• Define rape culture
• Identify and work to confront rape culture and the ways in which institutionalized oppression influences societal beliefs on sexual violence
• Critically analyze written and visual texts (when paired with the recommended readings)
• Increase empathy for survivors of sexual violence
• Practice tangible skills to interrupt language that normalizes and perpetuates rape culture.

Choose any from the following:

• Basic Formulas
• Working with Data in Pivot Tables
• Inserting & Manipulating Data
• Adding Data & Calculations
• Referencing Data

Choose any from the following:

• Formatting documents
• Structuring Documents
• Illustrating Documents
• Adding Data & Calculations
• Using Table Tools

Choose any from the following:

• Sign-in and Set Up
• Teams and Channels
• Conversation Tools
• Call and Meeting Tools
• Creating, Finding and Sharing Information

Choose any from the following:

• Tagging, Sorting, and Filtering Email
• Calendar Tools
• Contact Tools
• Designing & Shaping Email
• Optimizing Workflow

Choose any from the following:

• Formatting Presentations
• Organizing Presentation Assets
• Using Multimedia in Presentations
• Creating Graphics & Diagrams
• Preparing & Delivering Slide Shows

Make the Time You Need: Get Organized

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.

Uncovering and Utilizing Your Talents and Skills

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.

Clarity and Conciseness in Business Writing

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.

Facilitation Fundamentals

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.

Contributing as a Virtual Team Member

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.

Networking Skills

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.

Taking Stock of Your Work/Life Balance

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.

Unleashing Personal and Team Creativity

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.

Developing Your Critical Thinking and Cognitive Flexibility

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.

Outwitting Your Cognitive Bias

In this course, participants will learn techniques for identifying cognitive bias, as well as strategies for overcoming specific biases.

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.

This course provides an overview of conflict resolution styles, stages of conflict escalation, and strategies for resolving conflict at different stages.

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.

This course introduces participants to various techniques associated with active listening, with an emphasis on in-workshop active practice and reflection.

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. 

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.

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.

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.

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.

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.

Compensation Philosophy & Framework

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.

• Identify the different job categories at the University and which positions are under UHR Compensation’s purview.
• Understand OHIO’s compensation framework, and how positions at the University are placed within that framework and assigned a pay grade.
• Create and update a position description and understand how this document is used to map a job to the framework.
• Develop an understanding about the Pay Administration Guidelines and its purpose.

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.

• Identify an example of having properly prepared for an interview
• Identify the types of questions used to gain insight into the applicant
• Identify guidelines for conducting a productive interview
• Identify the qualities to assess in determining a good candidate for hire

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.

• Identify examples of employment actions that are prohibited by Equal Employment Opportunity laws
• Recognize precise definitions of key EEO terms
• Recognize and define EEO requirements and terminology

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.

• Define various UHR service offerings
• Identify who to contact for additional assistance
• Locate commonly needed HR forms
• Become familiar with location of HR policies
• Develop awareness of various UHR systems you may use
• Gain an overview of the UHR legal framework

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.

• Identify what leaves are available for faculty and staff
• Identify the provisions afforded for each leave
• Locate policies, resources, and point of contact to manage each type of leave

• Identify situations and behaviors that would be considered workplace violence
• Recognize early warning signs of the potential for violent behavior
• Identify how to respond appropriately when confronted by an aggressor in the workplace
• Identify how to recognize, respond to, and prevent violence in the workplace

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.

• Redirect when offered protected information;​
• Amplify underappreciated voices in the committee;​
• Recognize and counter when someone is operating in bias;​
• Advocate for process steps designed to reduce the impact of bias.

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.

• Define who Christopherson Business Travel is and why to utilize them.
• Determine how to request flights, ground transportation, and hotels for group travel and events.
• Determine what to do if you have an issue.

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.

• Define Distributed Journal Entry
• Understand Roles
• Identify the advantages of using Journal Entries at OHIO
• Know important Chart of Account Concepts 
• Learn key terms, concepts, and determine correct Journal Category and Descriptions
• Recognize when it is appropriate to complete a Journal Entry
• Learn how to populate an Excel Journal Entry Template
• Understand Rules and Guidelines for Journal Entries 

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.

• Log In
• Download the Excel Journal Entry Template 
• Stage Journals 
• Delete or Edit and Revalidate Journals
• Upload Journals
• Monitor Journal Status
• Search Journals
• Follow Rules and Guidelines

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.

• Define Cost Share
• Recognize the Impact of Cost Sharing
• Differentiate between Allowable and Unallowable Cost Share
• Document and Account for Cost Share
• Identify Requirements for Reporting Cost Share

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.

• Demonstrate how to book flights, ground transportation and lodging
• Define Christohperson Business Travel services and how to work with them
• Determine what to do if you have a travel issue
• Review travel policy and procedures

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. 

• Interpret/translate University travel policy into daily best practices.
• Define traveler responsibilities.
• Define documentation requirements.

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. 

• Define the substantiation requirements. 
• Use Concur to substantiate and submit travel, University card, and cash reimbursement transactions. 
• Describe the process from submission to approval through payment.
• Determine appropriate usage for delegates. 
• Set up a delegate in Concur. 

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.

• Explain the benefits of the Finance Dashboard
• Recognize Chart of Accounts (COA) structure and hierarchies in reporting
• Differentiate the purposes and uses of the Finance Dashboard’s pages
• Locate online help resources

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.

• Log in to BobcatBUY
• Navigate the main page
• Set up your user profile
• Shop and manage cart for catalog and non-catalog items
• Search for documents and suppliers

• Identify the purpose and uses of the Oracle Grants Accounting Module
• Examine the Project-Task-Award (PTA) structure
• Determine which segments summarize from Grants to the GL
• Determine the impact of dates and cost schedules on transactions
• Utilize the Account Validation Tool
• Complete a cost transfer

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. 

• Identify navigation best practices when using Oracle Business Intelligence
• Define what a customization is and how to use customizations
• Define various reporting prompt options and how to use them
• Practice creating a dashboard report

Search Committee: Preparing for the Search

None

Register

By the end of this session you will be able to:

• Understand and discuss the impact of implicit bias in early stages of a search
• Establish and lead inclusive search committees
• Write inclusive and robust job descriptions and recruitment plans

Search Committee: Candidate Evaluation and Selection

None

Register

By the end of this session you will be able to:

• Understand and discuss the impact of implicit bias in candidate screening, evaluation, and selection
• Host inclusive, compliant, and consistent candidate experiences
• Standardize candidate evaluation to combat bias

Performance Management: Foundations and Goal Setting

None

Register

• Identify the reasons why performance management is used at Ohio University.
• Distinguish both supervisor and employee performance management roles.
• Recognize the stages of the Performance Management Cycle.
• Identify elements of SMART goals and write goals that align with broader departmental objectives.
• Describe the components that are needed to support ongoing performance objectives.
• Complete the Ohio University Performance Evaluation form.

Performance Management: Coaching and Feedback

None

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• Determine effective coaching behaviors and applications
• Demonstrate effective communication and drive honest and open performance conversations
• Give examples of ways to provide continuous dialogue

Performance Management: Formal Evaluation and Recognition

None

Registration will become
available once training dates
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• Determine which behaviors allow for an equitable performance management system
• Demonstrate behaviors needed to prepare and deliver written evaluations
• Identify performance rewards and the performance improvement process

Performance Management for Non-Supervisors

None

Register

Individual Compensation Distribution (ICD)

None

Registration will become
available once training dates
are scheduled. Please check
back.

By the end of this session you will be able to:

• Define ICD and how it is used at Ohio University.
• Determine how to initiate an ICD contract.
• Describe the approval process for ICD contracts.
• Describe new contract types and where to find reference materials.
• Define Payroll calendar dates and where to find them.

Register*

*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.

By the end of this session you will be able to:

• Examine the principles of effective cash handling
• Identify Risks and Internal Controls
• Recognize counterfeit currency
• Review Payment Card Industry Data Security Standard (PCI DSS) Requirements
• Apply guidelines as an OHIO merchant or OHIO employee handling payment card information
• Demonstrate Best Practices
• Identify potential penalties for non-compliance

By the end of this session you will be able to:

• Define concepts and terms of the Chart of Accounts
• Describe the General Ledger and Grants Account Structures
• Describe Hierarchies within segments
• Determine where to find and how to use tools for the Chart of Accounts

By the end of this session you will be able to:

• Define Project-Task-Award
• Login and Navigate Oracle
• Search for an existing Project
• Create a Project
• Create Task(s)
• Add an Award
• Establish Funding and Budget
• Describe Closeout of Internal Awards