The Ontario Municipal Management Institute
Course Descriptions (alphabetical)
Key Topics
The outlines in this catalogue have been
developed by our team of professional
facilitators. The topics and outcomes are
customizable to the specific needs of your
organization. We encourage our clients to
add procedures, policies, and outcomes
that will make these sessions relevant to
your employees.
▪ Positive impact on
employee performance
▪ Providing clear direction
▪ Feedback and communi-
cation about performance
▪ Reinforcing positive
behaviour and expecta-
tions
▪ Motivation
▪ Personal Action Plan
Although the outlines provided lend them-
selves to a full-day session, we understand
that your group may require flexibility or a
series of sessions to ensure all key topics
and learning objectives are met to the
desired level of depth, breadth, and
competency. Your employees will learn at
the pace you deem appropriate, using the
content we have tailored to meet your
specifications. Key Topics
Key Topics Key Topics
▪ Personal and professional
best
▪ Putting others at ease
▪ Assertiveness
▪ Communication skills
▪ Writing skills
▪ Self-management
▪ Working as part of a team
▪ Time management
Key Topics
▪ Characteristics of high
performing teams
▪ Team development
▪ Effective team
leadership
▪ Problem solving and
decision making
▪ Generating buy-in
▪ Applications to
teamwork challenges
5
Learning Outcomes
▪ self-manage to become
more efficient
▪ improve communication
skills
▪ become more assertive
▪ recognize and manage
conflict
▪ understand importance of
professional presence
Learning Outcomes
▪ applying techniques for
staff working together
cohesively
▪ assessing appropriate
leader contributions
▪ developing a team-based
culture
▪ Changing world of
customers
▪ General overview of
service delivery
▪ Customer values
▪ Communication &
coaching skills overview
▪ Communication styles
and their impact
▪ Difficult people and
behaviour challenges
▪ Value of performance
appraisals
▪ Performance and
environment
▪ Elements and types of
effective performance
evaluations
▪ Providing and receiving
feedback
▪ Performance appraisal
interviews
▪ Follow through
Key Topics
▪ What is conflict and
conflict resolution?
▪ Creating an effective
atmosphere
▪ Root cause analysis
▪ Managing emotions
▪ Effective communicating
▪ Applications
Learning Outcomes
To develop and enhance
coaching skills for
managers and supervisors.
Learning Outcomes
▪ defining customers
▪ evaluating and developing
effective communication
skills
▪ providing tools to resolve
difficult situations
Learning Outcomes
▪ create an effective
performance evaluation
▪ effectively conduct
performance appraisals
▪ boost te am performance
by providing valuable
feedback and follow
through from the
appraisal process
Learning Outcomes
▪ define conflict and
conflict resolution
▪ understand and apply the
five main styles of conflict
resolution
▪ be able to use basic
communication tools to
facilitate positive
outcomes