The Ontario Municipal Management Institute
Course Descriptions (continued)
Key Topics
▪ Characteristics of
effective teams
▪ Encouraging and enhanc-
ing team communication
▪ Challenges of multi-
generational teams
▪ Establishing agreements
▪ Team development action
plan
Key Topics
Learning Outcomes
Participants will be able to
improve working relation-
ships and increase the ef-
fectiveness of their team
and their individual
contributions.
Learning Outcomes
▪ improve productivity and
▪ Strategies for time
effectiveness
management
▪ identify time wasters
▪ Managing ourselves
▪ Setting goals and targets ▪ minimize the disruptive
▪ Work area and paperwork effects of interruptions
▪ Decision making process
Key Topics
▪ Setting learning objec-
tives and creating devel-
opment plans
▪ Preparing for the session
▪ No-fail training methodol-
ogy
▪ Coaching for performance
Key Topics
▪ Creating a violence-free
workplace
▪ Factors that contribute to
violence in the workplace
▪ Prevention and response
▪ Bill 168 requirements
▪ Internal policies
▪ Emergency response
▪ Reporting procedures
11
Learning Outcomes
In this seminar,
participants learn to
effectively train staff.
Participants will take away
strategies that will assist
them in preparing and
executing a successful
training program.
Learning Outcomes
To enable participants to
create a safe and violence-
free workplace. After this
seminar, employees will
understand why it is impor-
tant to have a violence-free
environment, how to re-
spond to violent situations,
evaluate potential risks,
and comply with in-house
and legislated procedures.
Key Topics
▪ Quality service
▪ Customer perceptions
▪ Understanding needs,
values, and expectations
of the public
▪ Responding to customer
service challenges in a
professional manner
▪ Dealing effectively with
high volume of customers
Key Topics
▪ Communicating with tact
and skill
▪ Resolving conflict
▪ Difficult situations
▪ Improving your interac-
tions with others
Key Topics
▪ Basic writing skills
▪ Today’s business writing
requirements
▪ Clear and concise writing
▪ Emails, letters, and
memos
▪ Proofreading vs. Editing
Learning Outcomes
Participants will leave this
session with an under-
standing of their role as a
customer service provider
in the public sector. They
will be equipped to provide
professional responses to
customer needs and
challenges.
Learning Outcomes
This interactive seminar
will provide employees with
an understanding of effec-
tive communication and
professional behaviours
that will help them build
rapport with colleagues,
customers, and work
groups.
Learning Outcomes
Participants will be able to
use an appropriate style of
writing that is clear and
concise to readers. They
will also be able to produce
improved professional cor-
respondence.