Business & Professional Development >> Management & Leadership

« back to courses page
Enhance or develop your management, leadership, or supervisory skills. Our engaging instructors will provide you with new techniques you can apply immediately to your work environment.

 

Call 319-296-4290 for course questions or email Business and Community Education. Please be prepared to provide the class ID.

Hawkeye Business and Community Education provides professional skill development for individuals and businesses. Browse a complete list of our courses or course series and if you do not see the type of course you are looking for contact us to learn more about designing customized training for your workforce.

Exploring Classes

Click on the course title to view the entire class description and class details.

Use the grey arrows to below to explore additional classes in this area.

 
This 2 day A3 Problem Solving course is activity based and designed to solve specific problems. It defines the current condition and looks at the root cause of the issue. The A3 guides the user to define clear steps to implement changes and builds accountability.  Participants will experience a simple and effective way to truly understand the way work happens now and how it can be redesigned effectively.        As a result of this workshop participants should be able to: Explain why continuous improvement is needed and why it is easier said than done List advantages of A3 Problem Solving and describe how it is used to eliminate waste and reduce variation Distinguish between value added and non-value added activities Apply A3 thinking along with basic quality tools (cause & effect, multi-voting, value stream mapping, process flow, pictograph, Pareto, run chart, 5-why, 3L5W, scatter diagram, histogram, etc.) to solve actual work related problems

Start date: 10/19/17

End date: 10/20/17

Tuition $449.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  121



View Details »
The best predictor of future behavior is past behavior which is the premise behind behavioral-based interviewing. In a traditional job interview, you answer questions on how you might act in a given situation. How does the interviewer know, after all, if you would really react the way you say you would in a given situation? You have minimal accountability. In a behavioral-based interview, however, it’s much more difficult to give responses that are untrue. You give answers based on your behavior in past situations. More and more employers are using this interview approach and this class will prepare you so you are the one who scores the job.

Start date: 05/21/18

End date: 05/23/18

Tuition $79.00

Location : Cedar Falls Center Location : 
  Cedar Falls Center.

Room :  111 / 113



View Details »
This course provides guidelines and best practices for providing outstanding customer service that will enable participants to build, maintain, and increase a loyal customer base.            COURSE GOALS Define customer service Understand who your customers are Understand qualifies and characteristics of a good service provider Demonstrate empathy Adaptability to different generations Demonstrate how to calm an upset customer Understanding how your emotions impact the customer service you provide

Start date: 08/31/17

End date: 08/31/17

Tuition $150.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  121



View Details »
This course provides guidelines and best practices enabling participants to work face to face with customers, and present an image that reflects confidence, credibility, and capability.   COURSE GOALS Describe how face to face customer service is different Properly greet customers and represent your business Answering questions professionally and thoroughly Handling upset customers

Start date: 09/21/17

End date: 09/21/17

Tuition $75.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  Not Assigned



View Details »
This course provides guidelines and best practices enabling participants to work over the phone with customers, and present an image that reflects confidence, credibility, and capability.   COURSE GOALS Describe how communicating over the phone is different than face to face Properly greet, transfer and place a caller on hold Answering questions professionally and thoroughly Handling upset customers

Start date: 09/07/17

End date: 09/07/17

Tuition $75.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  121



View Details »
This course provides guidelines and best practices enabling participants to work face to face with customers, and present an image that reflects confidence, credibility, and capability.   This course provides guidelines and best practices enabling participants to express ideas clearly, accurately, and professionally in business writing, either in a letter, email, text or social media.   COURSE GOALS Explain different options for written communication Planning your message Organizing your message so audience will understand it Polishing your message to ensure it communicates message you want Giving bad news in writing Writing a business letter Writing a business email/text Responding to angry customers

Start date: 09/14/17

End date: 09/14/17

Tuition $75.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  121



View Details »
This course will equip participants with the right attitude and strategies to handle customers who are not pleased with the organization so they can more confidently represent the business favorably and themselves professionally.   COURSE GOALS Comprehend the value of complaining customers and leveraging the opportunity to improve the organization. Be exposed to a variety of strategies and practice selecting the best technique for controlling an upset customer situation. Practice the 5 Step Recovery Process in various customer scenarios. Review techniques and practice framing a conversation or email that will resolve a heated exchanged between a customer service employee and client.    

Start date: 10/05/17

End date: 10/05/17

Tuition $75.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  121 A



View Details »
This course will show the importance of delivering exceptional customer service to others within their organization and its affect to the quality and speed of service delivered to external customers.  Participants will become self-aware of their level responsiveness, communication, teamwork and problem solving skills to help their organization succeed.                                  COURSE GOALS Describe how internal customer service similar and different to external customer service. Explain why it is important to deliver good internal customer service and how that impact the service delivered to the external client. Explore ways the 5 R’s/ Principles of Internal Customer Service can be integrated into one’s job. Review effective communication skills. Practice conflict management steps. Review and identify ways to become a better team member.

Start date: 09/28/17

End date: 09/28/17

Tuition $75.00

Location : Main Campus - Buchanan Hall Location : 
  Main Campus - Buchanan Hall.

Room :  Not Assigned



View Details »
Most new hires who fail in their job do so in the first 18 months after being hired. The primary reason is they lack interpersonal and motivational skills. If you just hired a new person, or you are the new employee and want to stay employed, or if you are planning to return to the workforce after being gone for a length of time, this class is for you. The fundamentals of staying employed will be covered and include attitude, self-insight, customer service, getting along with others, courtesy and manners, holding oneself accountable, punctuality, keeping promises, focus, handling conflict, and responding to criticism.

Start date: 05/15/18

End date: 05/17/18

Tuition $79.00

Location : Cedar Falls Center Location : 
  Cedar Falls Center.

Room :  114



View Details »
Mentoring and coaching have come to be used more frequently in organizations to improve leadership competencies and provide employee support. It has benefits for the employer and employee. Develop skills in the development, implementation, and support of coaching and mentoring programs in your workplace. Take home the much-awaited toolkit you have been searching for to improve your employees’ performance and create the working environment that your employees will find truly rewarding. Building on Coaching and Mentoring in the Workplace Course I, C/M II take a further in-depth look at variables involved in employee support. Additionally, in this course you will develop skills in the development, implementation, and support of coaching and mentoring programs in your workplace. Critical analysis and improvement of your programs alongside group dynamics and innovative strategies will also be examined in terms of coaching and mentoring programs. This course offers the much-awaited toolkit you have been searching for to improve your employees’ performance and create the working environment that your employees will find truly rewarding. Agenda - Month One Unit 1 Introduction to Mentoring/Coaching Coaching and Mentoring – Defined Why Mentor or Coach? What are the types of mentoring? (Career development and Skills development) Unit 2 Coaching versus Mentoring (What’s the Difference?) Role Model - Define Which one is right for you? (Assess yourself as a Mentor/Coach) What is Peer mentoring Unit 3 The Effective Mentor or Coach (Leadership Tools & Techniques etc.) Setting Realistic Expectations Get Creative Communicate Effectively Unit 4 Issues in Mentoring and Coaching Teamwork (Group Dynamics) Diversity Increasing your Emotional IQ (Civility in the Workplace) Agenda - Month Two Unit 1 Special Employee Considerations in Workplace Coaching and Mentoring Programs The Remote Worker The Part-time Worker/Just-in-Time Workforce Generational Differences The Power Differential Unit 2 Development of a Coaching/Mentoring Program at Your Workplace Setting Your Workplace Goals & Objectives Making Your Workplace A Learning and Growth Organization Buy-in & Rewards Promotion of Your C/M Pr Investment & Support Unit 3 Critical Evaluation of Your Workplace Coaching/Mentoring Program Checkpoints for successful coaching/mentorship programs Successful Workplace Models of Coaching/Mentoring Programmatic and individual evaluations in coaching/mentorship programs When are you “Done”? The Feedback Loop Unit 4 Final Issues to Build On in Mentoring/Coaching in the Workplace Trust Group Dynamics Innovation

Start date: 06/05/17

End date: 07/28/17

Tuition $295.00

Location : Online



View Details »
Every successful person in the workplace utilizes financial information to aid effective decision making. The Certificate in Accounting and Finance for Non-Financial Managers explains the financial concepts and accounting processes used in most businesses and will provide practical techniques that will increase your effectiveness and career. First, get a foundation to understand the seven steps in the accounting cycle and use financial information in decision making. Come away with the knowledge to analyze resource allocation and evaluate financial performance. Then find out what you need to know about cash. Cash is the non-financial manager who really makes a difference in the day-to-day cash activities. Discover how to maximize cash flow, learn the importance of cash and find out your role in cash flow success. Finally, acquire advanced knowledge on the financial information that drives your organization. See how business reports are assessed and analyzed. An understanding of this information will help you make smart decisions when it comes to budgeting, setting goals, and assessing performance within your own area of influence. Three one-month courses.

Start date: 09/05/17

End date: 12/01/17

Tuition $495.00

Location : Online



View Details »
Especially geared for future leaders in the Gen Y generation (born 1980-1999), the certificate provides how-to practical information on advancing your leadership potential and making a difference in both the workplace and in society. Find out what it takes to become an effective leader. Discover your style of leadership. Discuss task completion, building relationships with your subordinates, becoming socially perceptive to changes in the workplace, utilizing your emotions in a positive and effective manner, and addressing challenging goals. Then learn the unspoken secrets that leaders know and the strategies they employ/exhibit for influencing others. Leadership skills are acquired and learned. You can become a leader if you know the do’s and don’ts; what to say, what not to say; what to do, what not to do. At the end of completing the three course certificate, you will come away with a new understanding, new toolbox of leadership skills, and the information to move your leadership development into high gear.

Start date: 06/05/17

End date: 09/01/17

Tuition $395.00

Location : Online



View Details »