Microsoft EXCEL - Intermediate
with Teresa Bell
This full-day workshop is for intermediate users who know the basics but want to learn how to make the most of Excel’s features and functions and push their skills to the next level and users who are eager to learn additional shortcuts and tips that will boost their speed and productivity in Excel.
What you’ll learn:
To use the VLOOKUP and HLOOKUP functions
Why an automatic update of linked worksheets makes your job easier
How to create a linking formula with step-by-step guidelines
Create interactive macros and pause your macro to allow for user input
The most common Excel printing goofs…and how to avoid them
How to perform a what-if analysis using the Scenario Manager
Two powerful reasons why you’ll leave this workshop a macro user
How to record a macro in your customized toolbox
Providing Exceptional Customer Experiences
with Tom Shea
Recent research has confirmed that successful agencies and companies are differentiating themselves in a crowded marketplace, not by price or product/service features, but by providing their customers with consistent exceptional experiences.
In this 1.5 hour workshop we will reemphasize some ideas that may not be new to you, but have become critical in this era of heightened competition. We will also present some new ideas that you may wish to incorporate into your customer-focus skill set to help your agency grow and thrive in the current business environment.
What you’ll learn:
How to move your team, department or agency from good to great
How to consistently improve key differentiators to provide exceptional experiences for customers
The six attitudes every successful customer experience provider possesses
The importance of creating an emotional connection with customers – from those who do it well
How to demonstrate to your customers that you are “easy to work with”
How to maintain positivity in any negative situation
Key skills needed to provide consistent exceptional experiences
How being accountable deepens the relationship we have with our customers
Conflict Resolution and Confrontation Management
with To Be Determined
Unmanaged or poorly managed conflict in the workplace leads to reduced teamwork, cooperation, productivity and quality, as well as diminished employee commitment and morale. However, good conflict management skills can prevent these results.
Successfully managed conflict can have a healthy, positive effect on your team and your organization. Well-managed conflict is an effective way to bring important issues to light and to open and strengthen the lines of communication and creativity with your team, boss, vendors and even customers.
To be successful in your career, it’s important to develop skills necessary to handle conflict and confrontation in an intelligent and effective manner. This course will give you insight on how to become proficient at handling conflict.
After this seminar, you’ll be able to:
Identify the main causes of workplace conflict
Explain how team conflict escalates
Discuss strategies for defusing an escalating conflict
Describe healthy and unhealthy conflicts and how to manage each
Articulate the best way to communicate in conflict situations
Aging System Resource Training
with Roger Moore & Lissette Sarfraz
This training is designed to familiarize direct service workers and others new to the aging network with the resources available for seniors in Philadelphia. The training will contain:
Update on APPRISE health insurance counseling program.
Update on PCA’s minority and interfaith outreach programs.
Overview of PCA services
Discuss the Helpline and its components, including:
o Telephone information and referral
o PCA resource coordination and the department’s resource directory - resource material will be shared.
o PCA’s Emergency Fund --- who it is for and how to use it; other FUEL resources.
o Provide practice opportunities for using resource information.
Trainers: Wanda Mitchell, Director of Community Engagement, PCA.
Active Listening Skills
Listening is one of the most important skills you can have in the business world today, regardless of your position. True, effective communication is about more than two or more people talking together. Listening and understanding the underlying meaning (not just the spoken words) requires specific skills and attention. In some cases, what is not said may be more important than what is said, so tuning in to the meaning of nonverbal communication is critical to building productive working relationships.
Get your point across in less time by actively listening to and responding to feedback from others
Eliminate potential conflict by “listening between the lines” for emotion underneath the content of what others are saying
Help others get along better by using your listening skills to be able to paraphrase and clarify on others behalf
Uncover the deepest issues by combining good listening skills with effective questioning
Identify the fundamentals of listening
Examine active listening and factors that affect listening.
Understanding actions needed to encourage effective listening
Recognize barriers to active listeningAssociate nonverbal communication with active listening
Behavioral Health & Aging Certificate Program
with Nancy Morrow, Reni Gibney & Marian Mullahy
The Program requires participants to complete 48 hours of classroom training (16 half-day sessions) and fivewritten work projects. The curriculum tries to balance theoretical and applied considerations, emphasizing state- of- the- art understandings of the current geriatric behavioral health literature as well as best clinical practices. Major topical areas include:
· an overview of the aging process, with particular focus on the behavioral health implications of aging
· a survey of behavioral illness in late life, including schizophrenia, anxiety disorders and depression
· consideration of alcohol abuse and dementia in older adults
The curriculum also includes:
· case analysis
· material on negotiating systems, ethics and the role of advocacy
· a new section on behavioral health under managed care which examines the changing context of current behavioral health
· a short unit on complementary or alternative approaches to health and behavioral health.
To date, 500+ participants from a variety of agencies have completed the program. The full 48 hour program will be offered once this year. Participants have up to 2 years or 2 program cycles to complete coursework for the full Certificate Program. Three CEUs will be awarded for each of the sixteen sessions.
Who Should Attend:
Staff of the behavioral health system and the aging system are the primary audiences the program was created to engage. All staff serving older persons with behavioral health needs beyond these systems will also benefit from this comprehensive focus on the behavioral health issues of aging adults.
Maureen Gibney, PsyD, who has served as a neuropsychologist, teacher, and trainer, covers the opening half of the curriculum.
Nancy Morrow, MSW, draws on more than 30 years of experience in a variety of roles in community-based long term care and geriatric behavioral health. She provides training and consultation services in aging, and teaches in the MSW program at the University of Pennsylvania School of Social Policy and Practice. Nancy facilitates the applied aspects of the Program's later sections. She is also Assistant Director of Field Education for Bryn Mawr College Graduate School of Social Work and Social Research.
Marian Mullahy, MSS, University of Pennsylvania's Center for Mental Health Policy and Services Research cover the alcoholism and managed behavioral health units.
Where and When: All sessions will be presented virtually, via the Zoom platform.
4-6-21 Psychological Concerns in Later Life
4-13-21 Physical Changes and Illness in Later Life
4-20-21 Social Issues in Later Life
4-27-21 Chronic Mental Illness
5-5-21. Recognizing Depression
5-18-21 Overview of Dementia
5-25-21 Specific Dementia and Excess Disability
6-1-21. Caregiver Concerns and Delerium
6-7-21. Session One: Case Applications
6-14-21 Session Two: Case Applications/Working with Families
6-21-21 Understanding the Aging and Mental Health Systems
6-28-21 Advocation on Behalf of Older Consumers & Ethical Issues
7-12-21 Medicare/Medicaid & Community Health Choices
7-19-21 Alcoholism in Late Life
7-26-21 Behavioral Health Under Managed Care
Microsoft EXCEL - Advanced
with Teresa Bell
As the title implies, this full-day workshop is for solid intermediate users who want to learn how to make the most of Excel’s features and functions and push their skills to the next level and advanced users who are eager to learn additional shortcuts and tips that will boost their speed and productivity in Excel.
What you’ll learn:
How to multiply the amount of information your worksheets can hold with hyperlinks
The fastest-growing way to share your spreadsheets with others
Control functions most people don’t know they have or can use
Times when AutoFilter is a terrific tool – and times when it’s not
Simple shortcuts for creating Custom AutoFilters
Using macros to automate your worksheets
The 7 parts of the VB workspace and how to maximize your abilities with each
Everything you’ve ever wanted to know about Pivot Tables
Leading Without Authority: How to Persuade, Motivate and Influence
with To Be Determined
When you build strong influence and persuasion skills, you’ll be able to get others’ support and cooperation. It’s just that simple … but it’s not that easy! That’s why you need this training.
You know how hard it can be to get things done when you have to depend on others. People sometimes have competing interests and different priorities, and don’t always give you the cooperation you need. Twisting arms or whining rarely lead to long-term solutions. Instead, you need to find a way to build relationships. But how do you do that?
You need to communicate with tact and finesse. You have to find a way to locate common ground and create reciprocity – without committing some of the cardinal sins of persuasion and influence.
You will learn:
The Basics of influence & authorityBuilding working relationships
Your personal influence style
Communicating with tact and finesse – how to get results
Getting tough: what to do when people aren’t cooperating