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Professional Learning Academy by Merced College's WorkPlace Learning Resource Center

 

UC Merced has partnered up with the Merced College Workplace Resource Center to offer the Professional Learning Academy to enhance customer service, communication, and business skills. 
The Professional Learning Academy (also known as Customer Service Academy)   has become a valuable community resource that provides training in key areas of customer service and equips participants with skills that can be applied in their work areas. 
Take all 10 classes and earn a Certificate of Achievement or pick and choose the ones most suited for you. These classes are free for UC Merced faculty and staff, and located at the Merced College Workplace Learning Resource Center, downtown Merced, where there is plenty of parking available
For Additional Information and to Register:
·       Log in to the Learning Management System using your UC Merced Net ID. 
·       Search for Professional Learning Academy (or individual class name) and click “Register” to see detailed information such as schedule and location.
·       Select the class(es) you are interested in and click “Submit”. 
 

Communication in the Workplace
ME-HR-WLRC-PLA01
Communication is a key to customer service success. To best serve both our internal and external customers, we must understand what they want, when they want it, why they want it and what their expectations are. How can we figure all of this out if we aren't good listeners and communicators? This course covers verbal and nonverbal communication as well as superior listening skills. Participants will have the opportunity to practice techniques.
 
Customer Service 
ME-HR-WLRC-PLA02
Explore key skills and attitudes necessary to effectively meet the customer's needs. Participants will be introduced to concepts and appropriate techniques for dealing with internal and external customers, enhancing customer satisfaction and insuring positive communication.
 
Team Building
ME-HR-WLRC-PLA03
If we don't have it together with our internal customers, that often translates into poor customer service for our external customers. Working as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Learn the "styles" of your co-workers so you can work together better.
 
It Starts with You: Creating a Positive Workforce
ME-HR-WLRC-PLA04
Having the right attitude has a positive impact on the workplace and our interactions with our customers. Explore how attitudes at work positively and negatively affect customer service, the organization's image, productivity, and employee retention. The bestselling training video "FISH" will be featured.
 
Values and Ethics             
ME-HR-WLRC-PLA05
Ethical behavior affects what happens in the workplace. This course provides the opportunity to evaluate ethical behavior and what's appropriate and what's not. A 3-step checklist is introduced to help participants in recognizing ethical behavior.
 
Stress Management
ME-HR-WLRC-PLA06
Did you know 1 million Americans call in sick every day because of stress related reasons? This costs organizations money, especially in lowered productivity. This course defines what stress is and how it affects both our employees and the workplace. Causes of stress are identified and dozens of stress management tips and techniques are delivered and practiced.
 
Time Management
ME-HR-WLRC-PLA07
The workplace demands efficiency and productivity. The way we manage our time has an impact on our ability to get things done. Explore time management techniques at work that will help you stay in balance and be more effective in the workplace.
 
Conflict Resolution
ME-HR-WLRC-PLA08
Conflict gets in the way of good business. Explore the causes and impact conflict can have on customer service. Learn strategies and techniques for resolving tough issues and how to turn a difficult customer into a loyal one.
 
Decision Making and Problem Solving
ME-HR-WLRC-PLA09
Many of us face a constant barrage of workplace decisions and problems to be solved. Regardless of our job responsibilities in the company, we are responsible for smart choices. Learn decision making styles, processes and techniques and when they should be applied. Learn how to be a creative problem solver.
 
Managing Organizational Change
ME-HR-WLRC-PLA10
We face constant change in the workplace. Explore our natural tendencies and the tendencies of our customers to resist change. Learn skills to adapt and accept change.
 

 
The actual instructor for this course is from Merced College Workplace Learning Resource Center. They are not employees of UC Merced, therefore not listed as the instructor in the UC Learning Center. Please contact hrtraining@ucmerced.edu if you have any special questions about this class.