Instructor-led Classes

Training and Development offers classroom-based/instructor-led classes on a variety of professional development topics and are conducted by Human Resources staff or by others with expertise in the addressed topic. Open instructor-led classes are posted on our Schedule of Classes and are open for all ETSU employees.

In addition to the open classes, departments may request personalized training on the topics listed here or may request other topics according to their department's needs. These sessions may be delivered at our training site or at your location.

Available topics for open or departmental instructor-led classes are listed below. To request new topics, email .

Catalog

Civility in the Workplace (3 sessions – Approx. 1 hour each)

Civility training designed to assist in managing interpersonal workplace relationships leading to positive, respectful interactions with customers, colleagues and students.  Learn and discuss strategies that appropriately respond to all levels of incivility.

Customer Service

This customer service course covers the basics of customer service skills needed in the workplace. This course will review topics that include, identifying and defining the customer, understanding their expectations and needs, and creating a culture of excellence in customer service.

Customer Service in the Clinical Setting

This training class was developed in response to the growing demand within medical practices, clinics, and hospitals for customer service informational workshops specific to the healthcare industry.

D.I.S.C Training (Behavioral Styles, MSHA partner – 2 sessions, approx. 1.5 hours each)  

Have you ever experienced a situation where you just haven’t been able to connect with someone so they understand what you are saying? Perhaps you would be more successful if you communicated with them with their behavioral style in mind. During these sessions you will take an abbreviated survey to determine your behavioral style, consider the styles of others and look at ways to communicate so that you can have a greater likelihood of being understood.;

Effective Emailing

Communicate more effectively and learn when it's good to use email versus another method of communication. The workshop will cover subject lines, greetings, purpose, tone, and clarity. Learn to improve email time management and be a good correspondent.

FISH!  Part 1 and Part 2 (Approx. 1.25 hours each)

The FISH! Training program has been used in thousands of organizations worldwide, such as Saturn, Sprint, and Southwest Airlines. These companies, as well as many others, have had the opportunity adopt its vital message and now ETSU employees can do the same.

The training is based on Seattle's World Famous Pike Place Fish, which is otherwise an ordinary fish market that's extraordinarily successful. The work is hard and the hours are long—yet these employees make a personal choice to bring amazing passion, playfulness, commitment and a positive attitude to work every day. The session dives deeply in the FISH! principles: PLAY, MAKE THEIR DAY, CHOOSE YOUR ATTITUDE and BE THERE. Employees will leave with practical tools and strategies that won’t just change how they look at work—this experience could change their life.

Proofreading

In this training, learn techniques to become better at proofreading. This class covers the basics.

Taking Committee Minutes

Learn ways to take more effective notes and minutes during work meetings. Discuss ethics, privacy, and use of templates or departmental formats.

Team Building (MSHA partner – Approx. 1.5 hours)

Working Collaboratively within an Open Office/Co-working Environment

Many campus workspaces can be defined as open office designs.  Such spaces present managers, employees, guests, customers, and students with unique challenges and opportunities.  We will discuss many topics including: Etiquette, physical/environmental attributes, the ‘fishbowl’ effect, privacy, and productivity.

Working with Millennial Employees

Starting with characteristics and moving through values, demographics, behaviors, skepticism, and assumptions, this class will examine the changing landscape as the millennial employees become the largest segment of the workforce.

Writing for the Workplace (2 sessions – Approx. 1 hour each)

Is writing one of the job-related tasks you dislike?  Does it take too long?  Are you unsure if your letter or e-mail will clearly state your purpose or bring about the desired response?

This workshop is designed to help you improve your writing skills.  The goal is to strengthen your ability to write memos, letters and e-mails that will provide evidence of your overall competence while clearly communicating the message.  Using samples of your writing and other real-world examples we will learn to proofread, edit and craft excellent documents.

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