Training - Management & Leadership Courses

Adapting to Change - WBT

Change is seldom easy. Unfortunately, though, the only thing that is constant is change. Change happens in every aspect of our lives and we often have little to no control over what happens. We do, however, have a choice as to how we deal with change. This course will give you strategies to help you deal with, accept, and ultimately, thrive during the change process. Upon completion of this course, you will be able to: discuss the drivers and types of organizational change, describe the stages of change, recognize how change affects individuals, and apply strategies to thrive personally during the change process.

Adult Learning Principles - WBT

Whether you are facilitating a class or just training a new employee, considering the needs of your learner is crucial to the success of both you, as the trainer, and the learner. This course explains the basic principles of adult learning and offers practical tips for meeting the needs of those you may be training. A downloadable job aid that summarizes the principles and offers application techniques is available under Resources in the course. For the final assessment, you will participate in a classroom simulation that offers you opportunities to apply different strategies.

Benchmarking Basics – WBT

This course is designed to help you discover new ways to stay at the top of the competitive high-performance chain by providing you with a basic understanding of benchmarking and the process involved in using benchmarking to increase performance.

Building Trust - WBT

One of the most important and valued characteristics of a well-led team or organization is trust. Gaining the trust of those you supervise is vital to your success. Trust may take some time and effort to earn, but it can be destroyed in an instant by careless or thoughtless actions. This course is designed to help the supervisor gain, maintain, and if necessary rebuild the level of trust within his or her team.

Change Management – WBT

Change is difficult, especially in organizations. Any type of change upsets the established "norm" and creates an adjustment period for those involved. Organizations cannot change unless people change. As a leader, if you want to facilitate change in your area, having a vision for change is not enough. You need to understand people. This course will give you strategies to help you implement, manage, and sustain change within your area. After completing this course, you will be able to explain the basic principles of change management, determine strategies for implementing change initiatives, apply change management strategies to sustain change initiatives, and utilize the principles of change management to facilitate change initiatives.

Communicating Top Down Messages - WBT

This course discusses strategies for effectively communicating within the chain of command. Specifically designed for leaders and supervisors, this course teaches strategies for delivering top-down communication.

Communicating within the Chain of Command - WBT

This course discusses strategies for effective communication within the chain of command. After you complete this course, you will be able to: Explain the advantages and disadvantages of Vertical Communication, Apply strategies for effectively communicating information to subordinates, Apply strategies for effectively receiving information from supervisors, Customize information for specific audiences by adapting your communication style.

Conducting an Effective Job Interview (1 Day)

This 1-day class discusses strategies and techniques to develop a consistent system to evaluate employment candidates and select the most qualified candidate.

Participants will learn how to
- apply the basic requirements of employment laws
- perform a skills analysis and prepare behavior-based interview questions for use in an employment interview
- demonstrate effective interviewing skills
- assess the qualifications of candidates for a specific job opening,
- evaluate their current interviewing skills to develop an action plan for improvement.

Learning Objectives:
- Develop a consistent system to evaluate candidates and select the most qualified candidate.
- Apply the basic requirements of employment law to specific work-related situations
- Perform a skill analysis and prepare behavior-based interview questions for use in an employment interview
- Demonstrate effective interviewing skills
- Assess qualifications of candidates for a specific job opening
- Evaluate current interviewing skills and develop an action plan for improvement

Job Outcomes:
- Takes an active role in recruiting and retaining staff

This class is open to all employees who participate in the hiring process.


Conflict Management 2016 (1/2 Day)


1/2 day class provides practical application of the conflict management model described in CPTP Conflict Management WBT. Learners will practice analyzing conflict situations and apply appropriate management techniques. Additionally, practice is given in assertive communication strategies.

This class is open to all employees.

PREREQUISITE: Conflict Management WBT

Learning Outcomes:
– Analyze conflict situations to determine underlying causes and effects.
– Use targeted strategies to resolve and manage conflict situations.


Conflict Management - WBT

This course provides you with a basic understanding of conflict management. While taking this course, you will learn about the areas of conflict, how conflict affects you and others, and what conflict management style you most often use. This course also provides you with a Conflict Resolution Model that can be used as a guide to help you manage and resolve conflicts as they arise.

Correcting Performance Problems (1/2 Day)

This ½-day class is designed to provide supervisors with the necessary skills for addressing recurring or serious performance problems to help an individual get their performance back on track.

Learning Objectives:
- Discuss consequences of not confronting poor performance < br /> - Decide when to conduct conversations about poor performance
- Determine key actions for correcting performance problems
- Plan a conversation for correcting performance problems
- Practice a conversation for correcting performance problems
- Develop an action plan for implementing new techniques in the workplace

Job Outcomes:
- Recognizes why leaders postpone correcting performance problems
- Describes the consequences of postponing action of correcting poor performance.
- Identifies performance situations that call for corrective action
- Explains the benefits of collecting/documenting background information prior to discussing performance concerns
- Demonstrates a set of key actions for correcting performance problems
- Conducts focused conversations about poor performance that result in performance improvement


Critical Thinking - WBT

This course covers the basic process of critical thinking that can be used for any area, issue, or question you may be addressing. It also discusses fallacies of thinking that you may encounter. Upon completion of this course, you will be able to define critical thinking, analyze information needed to work through issues, use the critical thinking process to solve problems, and recognize fallacies in your thinking.

Customer Service 2: Customer Relationship Management - WBT

This is the second course in this series which shows you how to use the 4 steps in the customer interactions cycle to manage customer relationships and provides the opportunity for realistic scenario practice.

Customer Service 3: Crisis Prevention Techniques - WBT

This course teaches you simple techniques to get through even the worst customer service interaction with confidence. Many of these techniques are similar to those used by first responders, police officers, and therapists who are regularly exposed to potentially unfavorable situations.

Customer Service Overview:  Creating a Solid Foundation - WBT

Customer Service Overview: Creating a Solid Foundation is the first in this series, and is designed to give the learner a clearer understanding of what customer service is, why customer service is important, who customer service affects, and the customer’s most basic needs. This course is not only designed to benefit employees who directly work with customers but also to assist in providing learners with best practices for working with other employees in their and other agencies. A downloadable Customer Service Guide e-book that recaps all of the course’s main points is available in the resources attached to the course. This course uses adaptive testing – the test changes with each answer given – within a realistic scenario that requires the learner to take a customer call using skills learned in the course and provide the customer with a positive solution.

Dealing with Change (1 Day)

This 1-day course will help participants implement strategies to help themselves adapt to various changes in their work situations. Participants will learn how to identify areas of resistance and negative mental models, manage their personal reactions to change, apply techniques that will foster creativity and innovation during the change process, and identify ways to be proactive when changes are being implemented.

Learning Objectives:
- Responds constructively to change and setbacks
- Modifies behavior and work methods in response to new information, changing conditions, or unexpected obstacles
- Adjusts as quickly as possible to new situations that need attention
- Helps to create a work climate that encourages and recognizes innovation
- Proactively manages conflict that results from change

Job Outcomes
- Apply change process steps to reduce resistance to change
- Manage reactions to change using an individual transition model
- Analyze mental models that influence change
- Apply techniques that will foster creativity and innovation during the change process
- Apply strategies and techniques to help create an empowering work climate

This course is open to all employees.


Delegating Effectively - WBT

This course provides tips and techniques designed to help you improve your ability to delegate. After the completion of this course, you will be able to recognize the benefits of delegation, identify tasks appropriate for delegating, understand how to assign, communicate, and monitor a delegated task to ensure success, recognize and avoid micromanaging and taking back work, and identify and assign the levels of delegation to appropriate tasks.

Developing Effective Teams 1 - WBT

Communication is made up of a variety of different aspects and impacts your professional and personal lives daily. This course will help you to recognize each feature of communication and will provide you with tips to help you reach maximum communication potential. Having an understanding of and practicing these communication basics can improve your team’s cohesion and increase productivity.

Developing Effective Teams 2 - WBT

Much of your personality is based on personal preferences. You may be aware of some of these preferences, but you may have some blind spots that limit your self-awareness. This course will help you identify your personality preferences as well as the preferences of your team members. Understanding these preferences can help you understand your personality, improve your relationships, and increase your team’s productivity.

Developing a Motivated Workgroup (1 Day)

Developing a Motivated Workgroup is a 1-day course designed for supervisors to learn motivational strategies and goal setting as components of managing employee performance. Areas covered during this course include linking goal setting with individual action plans and strategies, objectives, and agency goals. Class exercises include practical techniques to improve and maintain motivation.

Job/Learning Outcomes:
- Create a strong foundation for workgroup processes
- Analyze the motivators of workforce members
- Apply targeted strategies to create a positive, motivating environment


Diversity 2016 - WBT

Each person brings a different talent and perspective to the workforce. When we are truly able to pass and knock down the barriers of diversity, we can leverage each person's talent and produce the best quality of work that will increase productivity, decrease conflict, and build relationships. This course will raise your self-awareness to barriers you may be facing and help you achieve your optimal potential by enriching your workplace with creativity, positivity, and harmony.

Effective Performance Evaluation

This 1-day course will examine the various aspects of effective performance evaluation. Upon completion of this course, you will be able to:

- Write performance expectations in order to identify responsibilities, priorities, and measurable goals;
- Clarify performance expectations so that there is no misinterpretation about what is expected from the employee;
- Conduct productive employee performance review sessions which clearly identify areas that need improvement, as well as reinforce strengths;
- Identify important factors to consider in performance ratings to help ensure that ratings are being rendered in an unbiased manner.

Enrollment is open to all levels of management and those with permission from their agency.


Effective Problem Solving and Decision Making (1 Day)


Each day is filled with decisions to be made and problems to be addressed. Developing the skills to address these actions can not only increase one’s effectiveness, but also reduce stress and reactive behaviors. This course will guide participants through the process of identifying root causes of problems, generating solutions to problems, establishing decision-making criteria, and using those criteria to select the best alternative solution to problems. Practice scenarios will be used to help participants learn how to apply the problem solving and decision making processes to their own work situations.


By the end of the workshop, attendees will be able to:

  • Apply a four-step process to identify, analyze, and address workplace challenges.
  • Use a systematic approach to ensure the best possible decision is made.
  • Use tools and techniques to generate potential solutions to challenges.
  • Create action plans for implementation and follow up of decisions.
  • This class is open to all employees.


Emotional Intelligence I - WBT

Emotional intelligence is the foundation for many traits needed in today’s workplace. Success depends, in part, on your personal qualities - such as initiative, creativity, empathy, and adaptability - and your ability to build relationships. This is especially true for people in leadership positions: leaders are judged by how well they handle themselves and their employees. This course will help you discover your personal and leadership strengths. It will also help you identify areas where you can develop as a leader and an individual. Upon completion of this course, you will be able to: explain emotional intelligence, evaluate your own level of emotional intelligence, apply strategies to improve self-awareness, use techniques to manage your own emotions, implement methods to increase your self-motivation.

Emotional Intelligence II - WBT

To lead in today’s world, one must possess Emotional Intelligence. Leaders are judged by how well they handle themselves and their employees. Focusing on the social competencies, this course will help you increase your social awareness, effectively manage your relationships, and improve the emotional intelligence of your team. The CPTP course, Emotional Intelligence 1: Personal Competence, focused on self-awareness, self-management, and self-motivation. This course builds on those practices and applies them to interpersonal situations. Upon completion of this course, you will be able to explain social competence and its role in the workplace, apply practices to increase your social awareness, use techniques to improve your relationship management, and implement strategies to improve collaboration and teamwork.

Emotional Intelligence III (1/2) Day

Emotional Intelligence III: Putting Emotional Intelligence to Work (1/2 Day)

This half-day instructor-led course is designed to allow participants to practice strategies that improve self-awareness and relationship management. Hands-on activities stress the identification, the analysis, and the importance of managing one’s emotions and recognizing their effect on interactions and workplace culture. This class is open to anyone seeking to learn how their own and others’ emotions impact their productivity, as well as how to respond constructively and objectively to others’ emotions.

Training Objectives:

  • Identify how emotions impact productivity.
  • Recognize situations that trigger your own strong emotions.
  • Recognize and respond to others’ strong emotions constructively and objectively.
  • Practice techniques to manage strong emotions effectively.

This course is open to anyone.

PREREQUISITES: Completion of these two web courses is required before enrolling in Emotional Intelligence III:

  • Emotional Intelligence I WBT
  • Emotional Intelligence II WBT

Training Hours: 3

Ethical Behavior in the Workplace (1 Day)

This 1-day course will help participants learn how to evaluate work situations to identify potential ethical problems and conflicts of interest. Participants will learn how to comply with rules and/or laws governing potential areas of conflict, promote awareness of ethical behavior in work groups, and anticipate the implications of words and actions within work group goals.

Learning Objectives:
-Evaluate work situations, identify potential ethical problems and/or conflicts of interest, and recommend appropriate behavior
-Develop a plan to comply with rules governing the most prevalent potential areas of conflict, including acceptance of gratuities, maintaining impartiality, and the disclosure of information
-Develop a plan to promote awareness of ethical behavior in the workgroup

Job Outcomes:
-Models and encourages high standards of honesty and integrity
-Promotes ethical practices in all organizational activities
-Applies department/office policies in a consistent manner
-Demonstrates consistency between words and actions
-Exercises power, authority, and influence appropriately to achieve department/office goals

This class is open to all employees.


Ethical Leadership - WBT

This course covers the basics of ethical leadership and is designed to assist in determining possible unethical actions and recognize the differences between ethical and compliance questions. After completion of this course, you will be able to discuss the differences between ethics and compliance, summarize the sources of ethical behavior, recognize the supervisor’s responsibility to model ethical behavior, and describe possible ways to deal with unethical people.

Foundations of Coaching

This 2-day facilitated course gives supervisors the knowledge they need to:
- Apply different communication styles to meet the needs of employees
- Analyze performance gaps using competency rubrics
- Collaboratively (with employees) determine ways to help employees perform
- Track employee development

In addition to the knowledge basis, supervisors will receive hands-on practice in working with these tools to
- Operationalize development expectations
- Have coaching conversations with employees


Prior to enrolling in this course, students must complete CPTP SCS Competency Basics WBT and CPTP SCS Employee Lifecycle WBT.

Individual Differences and Diversity in the Workplace (1 Day)

This 1-day course will examine the ways we handle the individual differences among people in the workplace. Participants will learn how and why we have different perceptions about people and how those perceptions can affect teamwork and productivity in positive and negative ways. Participants will practice dealing with different dimensions of diversity in structured exercises and learn how to create a climate in which all employees’ contributions are recognized and appreciated.

Learning Objectives:
- Apply approaches to foster an environment in which people from diverse backgrounds work cooperatively and effectively in achieving organizational goals
- Create a workgroup that values and understands diversity
- Develop methods, behaviors, and attitudes helpful in managing a diverse workforce

Job Outcomes:
- Recognizes the value of individual differences at all levels of the organization
- Creates a climate in which everyone is respected and recognized for their contributions
- Provides employment and development opportunities to support a diverse group of employees

This class is open to all employees.


Inspirational Leadership - WBT

This course will help you to identify those characteristics and principles that will allow you to become an inspirational leader. Upon completion, you will be able to define inspirational leadership, identify the four characteristics of an inspirational leader, identify the eight parts of the inspirational leadership model, and apply strategies to inspire your employees.

Managing and Improving Work Processes (1 Day)


This class examines how work processes impact work effectiveness. Participants will learn to assess and analyze work processes to determine areas for improvement, as well as how to apply a process improvement strategy to increase efficiency and effectiveness of current workplace processes. Skills learned in this class will be applicable to the management of any work process.


  • Determine the proper management tool for a work process
  • Analyze work processes using specific tools and techniques
  • Apply strategies to improve work processes
  • This course is open to all employees


Managing Work Time Effectively (1/2 Day)

This ½-day class examines the habits we have in managing our time, and how the concepts of importance and urgency affect our productivity. Participants will identify the activities that determine their use of time and will learn and practice an effective method for planning and prioritizing tasks.

Learning Outcomes:
- Apply proactive strategies to remove the barriers to effective and efficient time management.
- Plan and prioritize work activities while taking into account short and long-term objectives.

This class is open to all employees.


Multigenerational Team (1/2 Day)

This course is an opportunity to discover key points of difference between the generations in your workplace and to create tools and techniques that will help address these challenges.

Learning Objectives

By the end of the workshop, attendees will be able to:
- Address specific challenges of dealing with a multigenerational workplace
- Implement team expectations that create structure and a standard of operations
- Create communication methods that address multiple generations

This course is open to all employees.

Course Hours: 3

Organizational Dynamics - WBT

This course illustrates how organizational dynamics are influenced by individuals and their use (or misuse) of workplace power and politics, as well as the existing organizational culture. When you complete this course, you will be able to: identify the types of power that exist within the workplace, discuss the effects of workplace politics, recognize the symptoms of dysfunction in the workplace, apply solutions to improve organizational health, explain organizational culture and its effects, and apply strategies for cultivating a positive organizational culture.

Performance Management for Executives - WBT

This course provides information regarding the state's classified workforce, the Performance Evaluation System (PES), and taking hiring and correction actions in accordance with Civil Service rules. It is intended to satisfy requirements mandated for appointing authorities under Legislative Act 377. Required Audience: Agency Appointing Authorities.

Planning and Accountability (2 Days)

This 2-day class is designed to facilitate the performance measures phase of the strategic planning process. The course will provide an introduction to the role of performance management, an overview of the strategic planning process, and tools to develop methods to measure results.

Learning Objectives:
- Explain the roles and functions of performance management
- Link performance measurement to the strategic planning process
- Formulate and document performance measures to meet agency objectives
- Use performance measures to gauge performance
- Develop a plan for tracking and updating performance measures

Job Outcomes:
- Applies a long-term perspective when developing strategic plans
- Develops performance measures that fit with the department/office long-term vision
- Adjusts strategic plans in response to changes inside and outside the department

This class open to managers/supervisors and employees involved in their agency’s strategic planning process.  Note: This course is scheduled only as a special.


Prioritizing Tasks with Agency Mission and Values - WBT

Using established time management strategies, this course offers general guidelines and practical techniques for prioritizing tasks using the mission and vision of an agency. Apply time management strategies to determine and address important/urgent tasks. Determine and prioritize mission critical tasks. Discuss the role of Strategic Alignment. Prioritize your own schedule in accordance with agency mission and goals.

Professional Writing Skills (1 Day)


This 1-day class is designed to give participants practice in working with basic business writing concepts. Participants will learn to write in a clear, concise style. Through lecture, examples, and practice exercises, participants will gain confidence in their ability to plan and to structure various forms of professional writing. Participants will learn how to identify and to correct their own grammar and usage problems. Strategies to revise and to proofread work will also be presented. Significant class time is provided for writing practice.

Learning Outcomes:
- Write clear, concise, and action-oriented communication
- Adjust language, style, and level of written communication to fit the purpose and audience
- Maintain a professional and confident tone in your written communication
- Use resources to help you identify and correct grammar and usage problems

This course is open to all employees.


Professionalism in the Workplace (1 Day)

This one-day course is designed to provide participants with information to enhance their professional behavior, demeanor, and decorum in the workplace. The majority of the course will cover topics that are universal to all levels of employees. Those topics include: professional dress, professional etiquette, professional communication, and professional behavior. The final portion of the day will cover topics that are specific to supervisors, such as: properly addressing employees, maintaining confidentiality, conducting proper counseling sessions, and setting a good example.

Learning Outcomes
- Participants will know the perceptions that are conveyed by attire
- Participants will know the impact of professional etiquette
- Participants will know the elements involved in communicating as a professional
- Participants will be able to develop strategies to improve professional behavior
- Participants will be able to develop protocols to properly address employees
- Participants will recognize the importance of maintaining confidentiality
- Participants will be aware of the proper protocols for employee counseling sessions
- Participants will recognize the value of setting a good example

This course is open to all employees.


Providing Quality Service (1 Day)

This 1-day class provides a foundation that will help participants address the basic service needs of their customers, as well as providing a useful framework for customer relationship management. Participants will learn how to assess individual situations to identify potential opportunities for providing outstanding customer service. Additionally, participants will learn strategies for dealing with difficult and challenging customers.

While not required pre-requisites to Providing Quality Service, the web-based courses Customer Service Overview WBT and Customer Service 2: Customer Relationship Management WBT provide an excellent background to this course.

Upon completion of this course, you will be able to:
-Identify the various ways in which customer service can be used
-Apply strategies to satisfy and keep customers
-Analyze and respond to difficult customers

This course is open to all employees.


Situational Leadership 1 - WBT

This course will help you examine your beliefs about employees and how these beliefs affect your leadership style. It will also help you expand your options as a supervisor by giving you additional tools you can use in different situations. After you complete this course, you will be able to identify your leadership style, discuss Theory X and Theory Y theories of leadership, apply leadership strategies appropriate to the situation at hand, and avoid common leadership pitfalls.

Situational Leadership 2 - WBT

This course builds on the basic theories presented in the Situational Leadership 1 course, by offering you additional leadership strategies and examples of practical application you can use to enhance your team’s performance.

Situational Leadership 3 (1/2 Day)


- Explain Situational Leadership
- Determine your employees' readiness level
- Apply leadership strategies appropriate for the situation at hand
- Identify strategies to develop self-reliant employees
- Explain strategies to improve collaboration amongst team members


Situational Leadership 3 is a half-day instructor-led course designed to allow participants the opportunity to practice different leadership strategies. Individuals will use a management tool designed to identify their employees' readiness levels and determine the appropriate leadership style.

This course is open to anyone seeking to create a motivating and engaging workplace by effectively communicating performance standards through consistent feedback.


Prior to enrolling in this course, students must complete CPTP Situational Leadership I WBT and CPTP Sit Leader II WBT.

Strategic Alignment - WBT

Strategic alignment uses an agency's mission, vision, and values statements as a guide in the decision-making process. This course is designed to help leaders align tasks with these agency standards to increase employee engagement and to achieve agency goals.

Strategic Delegation - (1/2 Day)

This course helps supervisors use delegation to accomplish tasks, develop employees, and improve their department's efficiency and workflow. This allows a supervisor to focus on the tasks that are priority to the mission of the department.

Course Objectives

By the conclusion of this session, learners will be able to:
- Apply the 6 Steps of Delegation to increase efficiency and develop employees.
- Use tools and techniques to monitor and coach employees on delegated tasks.

This class is open to all supervisors and managers.

Course Hours: 3

Strategic Planning - WBT

This course is intended to help supervisors and employees understand the strategic planning process. It is not designed for upper-level managers involved in strategic planning. Managers who are involved in the strategic planning process should take the CPTP instructor-led course: Planning and Accountability. After you complete this course, you will be able to define strategic planning; explain the purpose and scope of strategic planning; identify the components of a basic strategic plan; and discuss your role in strategic planning.

Strategic Thinking - WBT

This course will give you techniques to help you to become a strategic thinker. It will also help you use strategic thinking on the job, especially in relation to teams or supervisory duties. Upon completion, you will be able to explain strategic thinking and its benefits, identify the traits of strategic thinkers, overcome barriers to strategic thinking, and apply strategic thinking techniques in the workplace.

Supervisor's Toolbox: Managing and Improving Work Processes - WBT

This course is designed to give supervisors a variety of tools to manage, analyze, and improve work processes. Seven different tools are covered, including Process Mapping, Role and Responsibility Analysis, and the 5S method. Downloadable templates and other resources are available for each tool to help supervisors apply these methods. This course uses adaptive testing – the test changes with each answer given – within a realistic scenario.

Time Management - WBT

The key to high productivity lies in setting priorities and managing time. Time management skills provide individuals with the ability to identify important tasks, plan time strategically, and manage emergencies effectively. In this course, learners will understand the importance of effective time management, learn strategies to effectively manage time, and develop good time management habits.

Understanding and Managing Anger - WBT

This course discusses anger and how to effectively manage it when it occurs. This course will: explain anger and its effects, express anger appropriately, recognize the causes of anger in the workplace, demonstrate the ability to manage anger and use it effectively, and strategically deal with angry coworkers.

Using PICK Charts to Prioritize - WBT

Want to improve your department but don’t know where to start? Trying to solve a problem that has many solutions? Overwhelmed by options? Try using a PICK chart to make the decision easier. A PICK Chart is a visual organization tool that will help you prioritize multiple tasks, action items, possible solutions, etc., based on impact and difficulty.

Validating Employee Performance - WBT

This course provides managers with tips on how to objectively document workplace performance for their employees. It also discusses the appeals process and how a manager can best prepare himself/herself for this process.

Workforce Planning (1 Day)

This 1-day course reviews the workforce planning process. Participants will learn what workforce planning is and will work through exercises in which they will create a workforce plan.

Participants will learn how to:
- Create a demand and supply profile
- Perform a gap analysis
- Create, implement, monitor, and revise a workforce plan

This class is open to employees involved in creating their agency's workforce plan.