Classes Presented by the Training & Development Department

Cliff’s Customer Service Adventure
A fast paced guest service program focusing on making customers feel special, solving customer problems and meeting their needs.
Duration: 1 hour
Scheduled by department request

Communication NLP
Have you ever felt that someone was speaking another language? Learn ways to get your message across, understand where others are coming from, and solicit good feedback.
Duration: 1-2 hours
Scheduled by department request

Communicating with Tact and Skill
Topics covered include practicing diplomacy, communicating successfully with all types of people, handling tough situations, essential listening skills and opening the lines of communication.
Offered in conjunction with Skill Path or National Seminars
Duration: 1 day
Scheduled periodically for individual registration

Customer Service Week
The first full week of each October is celebrated nationally as Customer Service Week. The goals are to: boost morale, motivation, and teamwork, reward associates for their customer service skills, raise company-wide awareness of the importance of customer service to our success, thank other departments for their support, and let customers know that we are committed to customer satisfaction. The week’s activities are chock full of fun, prizes and friendly competition for all associates.

Dealing with Difficult People
Handle difficult people more effectively with less stress, Counteract typical tactics difficult people use, Deal confidently with conflict, confrontation and disagreements, confronting others professionally, calmly and tactfully.
Offered in conjunction with Skill Path or National Seminars
Duration: 1 day
Scheduled periodically for individual registration

Enhancing Our Workplace, the Basic Principles
Training for all line-level associates that addresses the basics of success in the workplace. Focuses on respect and communication as well as broad guidelines for day-to-day interactions with others.
Duration: 2 hours
Scheduled regularly for all line-level associates

Front of the Class
Find warmth, humor and wisdom in this practical training class for new or ‘renewed’ supervisors & managers. This class uses a video to illustrate good lessons for great leadership skills.
Duration: 3 hours
Scheduled by department request

GroupWise
Learn the basics of GroupWise e-mail tools used by our organization. Also covers some useful telephone and voicemail features you probably don’t know about.
Duration: 3 hours
Scheduled periodically for individual registration

Harassment and Discrimination
An enlightening training class that uses a video and handbook to build skills for handling harassment and discrimination issues.
Duration: 1 hour
Scheduled by department request

How to Get More Organized
Learn how to meet deadlines, gain more control over paperwork and get more done in less time everyday. Offered in conjunction with Padgett Thompson.
Duration: 1 day
Scheduled periodically for individual registration

Keeping the Good Ones
A training course designed to provide practical tools to increase productivity, employee satisfaction and employee retention.
Duration: ½ day
Scheduled regularly for individual registration

Leadership Edge Experience
12 week training program that covers all the basics of how to become a more effective supervisor or manager.
Duration: ½ day weekly for 12 weeks
Scheduled periodically for individual registration

Pathways to Leadership
Encompasses many aspects of business management skills (divided into special topic sessions) and designed for all Supervisors, Managers, Directors and Administrators.
Individual topics include: Basic Principles for a Collaborative Workplace, Coaching-Bringing out the Best in Others, Correcting Performance Problems, Giving Recognition, and Conducting Collaborative Performance Reviews. New topics are added periodically.
Duration: 4 hours each session
Scheduled regularly for leaders registration

Pathways to Leadership Follow-Up Sessions
Special presentations at departmental meetings which are designed to enhance skills learned after each session of Pathways to Leadership.
Duration: 1 hour
Scheduled by department after each session of Pathways to Leadership

Pillars of Excellence
A guest service approach which teaches individuals how to provide exceptional service to both internal and external guests. Pillars of Excellence is also offered for leaders.
Duration: 4 hours
Scheduled in each orientation class and as requested by departments
Scheduled as a required class for all associates and covered in each orientation class.

Preventing Sexual Harassment
A training course designed to increase awareness of the effects of sexual harassment in the workplace. Preventing Sexual Harassment is available each year.
Duration: 1 hour for associates, 2 hours for leaders

Quick Hire
Training designed to provide interviewing skills which comply with EEOC guidelines and insure the placement of the best qualified applicants.
Duration: ½ day
Scheduled regularly for individual registration

ServSafe
Food safety program focusing on hygiene, food preparation and storage. Required class for all associates who handle food.
Duration: 3 hours
Scheduled upon department request

Stress Management
Test your stress level and gain tools to cope.
Duration: 1-2 hours
Scheduled by department request and/or periodically for individual registration

Team Building
Hands-on activities that promote teamwork and positive communication. Follow-up activities involve team strategic development to address issues.
Duration: ½ day to 1 full day
Scheduled by department request

Time Management
Discover strategies to be more effective and productive at work.
Duration: 1 or 2 hours
Scheduled regularly for individual registration or upon department request

Understanding Native American Culture
Cross-cultural educational program for all associates that builds awareness of the Saginaw Chippewa Indian Tribe history and culture.
Duration: 4 hours
Scheduled regularly for individual registration or upon department request

You’ve Got Customers
Guest service program based on the premise that good customer service requires us to deliver what we promise. Six essential techniques of customer service are the key.
Duration: 2 hours
Scheduled by department request.