GOODWILLS COMMUNITY WORKSHOP CATALOG 2014

GOODWILL
INDUSTRIES
TRAINING AND DEVELOPMENT

www.meetgoodwill.org

Our business is changing lives.

E mployee Career Enhancement

GOODWILL INDUSTRIES OF THE COLUMBIA WILLAMETTE

Goodwills Community Training Workshop Catalog

The purpose of the Goodwills Training and Development and Employee Career Enhancement (ECE) program is to train individuals and increase their vocational skills. Our aim for reaching out to the community is to offer free workshops that are geared toward helping individuals to develop their personal and professional skills. The ECE team is here to serve you and your staff or clients to reach this objective. The following catalog of workshops is designed to serve as an overall template when choosing workshops for your staff or clients. Upon request, all workshops can be customized to meet the needs and objectives of individual community organization. In addition, new workshops can be designed, built, and presented upon request. For questions regarding workshops, services or scheduling, please contact any team member. Jimena Cabello - Salazar T & D Program Manager (503) 238-6153 jcabello-salazar@gicw.org Tony Green ECE Educational Specialist II (503) 238-6127 agreen@gicw.org Emily Field ECE Educational Specialist II (503) 239-1716 efield@gicw.org Erin Petrillo ECE Educational Specialist (503) 238-6168 epetrillo@gicw.org Emma Johnson T & D Clerical Support (503) 238-6195 emjohnson@gicw.org Heather Platanias T & D Administrative Assistant (503) 238-6198 hplatanias@gicw.org Jim Bombino T & D Assistant Program Manager (503) 238-6161 jbombino@gicw.org Greg Esion ECE Educational Specialist (503) 963-3276 gesion@gicw.org Lisa Allen ECE Educational Specialist 503-238-6129 lallen@gicw.org Michael Doolittle ECE Educational Specialist 503-238-6106 mdoolittle@gicw.org Dave Martin ECE Educational Specialist II 503-239-1703 damartin@gicw.org

Goodwills Training and Development ECE Team

Cheri Folk was hired in 1984 and has held a variety of jobs in the Vocational Services Department including Job Coach, Case Manager, Job Procurement Coordinator, Job Placement, Program Manager, and her current position, Director of Vocational Services. Cheri earned a BA in Education (K-College) from Eastern Washington University. She was awarded a Goodwill scholarship and obtained an MA in Organizational Management from the University of Phoenix. Cheri believes everyone should set goals & continue learning throughout their life. As Director, Cheri oversees GICWs Mission Service Programs: Long-Term Services, Job Connection, ECE, and ESL. Cheri enjoys doing things for her family or church, gardening, making quilts, scrapbooking or planning a trip.

Jimena Cabello-Salazar was born and raised in northern Mexico and joined GICW in early 2012. She holds a BA in Organizational Psychology, a Graduate Certificate in Nonprofit Management, and a Master of Science in Adult Education from Indiana University. Her professional experience includes working for other local and national nonprofit organizations such as Goodwill Industries of Central Indiana for more than 3 years. During her free time, she enjoys exploring the beautiful Oregon outdoors, taking long road trips with plenty of time for sightseeing, discovering new music, and photography.

Jim Bombino joined GICW five years ago, when ECE was in its second year. Jim graduated from Gonzaga University, with a major in English and minor in Philosophy, and taught in the public school system in Washington State for 10 years. He also obtained a Master of Education Degree from Eastern Washington University in Counseling. He spent 17 years in training and counseling before coming to GICW. His passion is helping employees improve the quality of their lives both at work and home. By helping employees gain knowledge, confidence, life-skills, and the ability to make better decisions we, at GICW, all win as an organization. Jim enjoys spending as much time as possible at his cabin in Montana.

Tony Green is a creative with over 25 years of customer service experience. He attended Southern Oregon University for both his undergraduate and graduate studies. Tony utilizes his BFA in Theatre Arts in the various communication workshops offered through ECE. He brings the knowledge acquired in his Master of Theatre Studies work to developing a series of creative workshops which focus on a range of topics from the challenges we face in customer service to the design elements of merchandising. Tony lives and teaches by a simple motto; knowledge is growth, growth is knowledge. When not at Goodwill, Tony can be seen acting on stage throughout the Portland area.

Goodwills Training and Development ECE Team (continued)

Emily Field joined Goodwill in September 2012 as an ECE Educational Specialist. She is a native Oregonian and grew up in Forest Grove. Emily attended the University of Idaho to study Elementary Education. She also went on to obtain her Masters in Curriculum and Instruction from the University of Phoenix in the fall of 2011. Emily comes to us with over 8 years of customer service experience and 7 years of experience teaching in public and private schools and recreational programs. Emilys skills span to working with children with special needs as well as seniors doing activity programing for an assisted living community. Emily enjoys spending time outdoors in nature learning about birds, plants, and other animals found in the Pacific Northwest.

Greg Esion is originally from Tennessee but has spent the last nine years in Portland. Greg completed his BA in Psychology from Portland State University in 2008, then went on to complete a Masters in Educational Leadership at PSU in 2010. Greg brings to GICW several years of experience working with adults with developmental disabilities in group and individual settings in addition to volunteer teaching experience with local community organizations such as SE Works and The Movement Center. Greg is passionate about helping people from all walks of life actualize their potential through education and a lifelong learning approach to life. When not working, Greg spends time working out, exploring science, critical thinking, and trying to stay informed about the latest research on human potential. Greg joined GICW in June 2013. Erin Petrillo holds a Bachelor of Arts Degree in General Studies from Oregon State University and a Masters of Arts in Teaching from Concordia University. Erin is a native Oregonian who has recently moved back to the state after living in Arizona for eight years. Erin brings ten years of experience in education to Training and Development. In addition to her classroom experience with school-age children, Erin also was responsible for staff training at her school. Her experience includes working in a range of diverse environments with high ELL (English Language Learners) populations. Erin loves to visit the many different attractions that Portland has to offer while spending time with her husband, Nick and two young daughters, Madelyn and Maisie.

Lisa Allen has a Master of Arts degree in the field of Interpersonal and Public Communication from Central Michigan University. She has 20+ years experience teaching in the Academe, Corporate America and Nonprofits. She left Michigan for Oregon in 1997, giving up employment and leaving everyone and everything she knew behind. In 2009, she started her career with Goodwill in Job Connection. Her passion is assisting individuals with articulating their professional message regardless if its at work, in a resume, cover letter, or an interview. When she isnt broadening perspectives in the classroom, Lisa enjoys gardening, hiking in the mountains, exploring the northwest and participating in community service projects through her Rotary Club of East Portland.

Michael Doolittle joined GICW in January 2013 as an Assistant Manager and recently joined T&D in November 2013. Michael relocated home to Vancouver in 2004 from Southern California to be a full-time caregiver to his family. During that time, he finished his degrees. Eventually, he would like to pursue a doctrine, so he can be officially referred to as Dr. Doolittle. He holds a Bachelor of Arts from Washington State University and a Masters of Business Administration from Marylhurst University. His career path has led him to be a successful manager of complex merger and acquisitions. Hes highly skilled in processes designed to achieve profit and loss forecast, adding value and impacting businesses through human resource education. When not at GICW, Michael can be found working in the yard, catching a movie, or taking a train ride up to Seattle. Dave Martin has always found ways to express his passion for teaching, whether it be patient education as a chiropractic physician, designing curriculum in his church, mentoring students at the Immigrant & Refugee Community Organization, or delivering job search workshops through Goodwill Job Connection. He earned a BS in Psychology from Portland State University, a DC in Chiropractic from University of Western States, and did graduate work in Instructional Design at Western Governors University. Dave loves sports and a cappella music, and consumes large quantities of books (paper, electronic, and audio) on history, biography, theology, and multicultural issues. Hes the unofficial photographer and videographer for his extended family.

Heather Platanias Since her addition in July of 2011, Heathers organizational abilities, communication skills and positive attitude have been a welcome boost to the rest of the team and the departments we serve. Heather holds a BA in Psychology and minors in Business Administration and Spanish. She brings with her 10 years of customer service and retail management experience. Although her official title is Administrative Assistant, she is much more than that and is ready to help your team. When not at GICW, Heather can be found browsing for antiques, baking tasty treats, or planning her next big adventure.

Emma Johnson began her career with GICW July of 2010 at the Goodwill on 10th boutique. After six months, her retail skills, and eye for value, advanced her to the position of Lead Picker and Pricer for the Hawthorne boutique at the Corporate Headquarters. Always seeking to improve her skill set, Emma was offered a position in Job Connection as an Intake Generalist. Her experience in both Operations and Vocational Services proved to be a valuable asset for her current position as Clerical Assistant for the Training and Development department. Emma brings with her 18 years of customer service and retail experience. She enjoys networking and getting to know all her co-workers. Outside of Goodwill, Emma likes to ride her bike, play her guitar, and explore Oregons nature. She enjoys taking care of her friends animals on a regular basis as well.

Active Listening
Have you ever had a conversation and wondered if the other person was actually listening to what you were saying? This workshop begins with this question and follows through with the idea that communication is not the sole responsibility of the person speaking. Active Listening includes listening, acknowledging, and responding, which is essential in any personal or professional relationship. Key Concepts include: Defining active listening Identifying traits of an active listener Discussing the benefits of active listening

Boosting Morale
How employees feel about their work, or work environment, can have a profound effect on the success or failure of a business. Understanding the importance of maintaining a high morale is important for any supervisor. This workshop examines factors that may cause a team to suffer from low morale and presents a variety of ways to boost morale when needed. Key Concepts include: Understanding the impact of low morale Identifying de-motivators Discussing ways to improve workplace morale

Building Rapport
Professionalism is exhibited when GICW leads, supervisors and managers can effectively communicate with each other, and other GICW departments, through writing. This course is designed to improve business writing skills by including tips for spelling, grammar, punctuation, formatting, and vocabulary. Key Concepts include: Understanding basics of formal business writing Building business writing skills Utilizing common GICW forms and reports

Change Management
Change is never easy and many of us tend to resist it. Change is, however, inevitable. Whether it is a big management change, a simple procedural change, or a substantial change in an employees personal life, how individuals cope can have a significant impact on your organizations productivity. This workshop is designed to relieve the stress and resistance associated with change. Key Concepts include: Understanding different types of change Knowing why some people resist change Techniques to help cope with change How to help each other during change

Communication Skills
Communication is the process by which individuals transmit information to one another. Sounds simple right? But its not. Good communication is achieved when both the sender and the receiver understand the message in the same way. This workshop examines the essential nature of effective communication including the various barriers that could prevent it. Key Concepts include: Understanding good communication Defining barriers to effective communication Identifying beneficial communication tools

Conflict Mediation
Designed for supervisors and managers, this workshop focuses on the responsibility management has in maintaining a positive and safe working environment. Regrettable as inner office conflict amongst employees may be, it must be dealt with in a professional, constructive, and neutral manner in order to maintain the integrity of the entire team. Key Concepts include: Understanding the nature of employee conflicts Learning the effects of conflict in the workplace Knowing a managers role in conflict mediation Techniques for handling employee disputes

Cultural Competence and Diversity

Cultural competence and diversity go hand in hand. To be culturally competent means you know how to best serve diverse populations while being sensitive to their cultural background. Diversity is understanding and accepting people who are different from us--not necessarily from a cultural perspective. Diversity encompasses people who practice different religions, are at different education levels, are a different gender, etc. Key Concepts include: Defining culture Recognizing diversity in the workplace Identifying what influences our individual tolerances Understanding how to become more culturally competent

Customer De-escalation
Escalation happens rapidly and unintentionally. De-escalation is slow and happens intentionally with a lot of effort. This workshop focuses on the best tactics for employees to de-escalate angry customers. Key Concepts include: Defining de-escalation Understanding the goals of de-escalation Reviewing how customer dissatisfaction affects GICWs mission Identifying effective de-escalation techniques

Customer Service Basics

"Customer Service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer." With this definition as a starting point, workshop participants gain a fundamental understanding of the importance of good, effective customer service. Key Concepts include: Understanding the importance of strong customer service Describing the costs of poor service Introducing the C.A.R.E. principle to quality customer service (Courtesy, Attitude/Appearance, Responsiveness, Expertise)

Dealing with Challenging Customers

This workshop is designed to give employees the tools needed to professionally handle a variety of challenging customers. Key Concepts include: Understanding the impact of unhappy customers Techniques for dealing with upset customers Tips for handling a variety of difficult customers

Delegation
Effective delegation can be a leaders most valuable skill when helping to build successful teams and maximize productivity. Bad delegation on the other hand, can decrease morale and raise the level of stress for all involved. In this workshop, supervisors learn effective delegation techniques and their importance at any organization. Key Concepts include: Defining delegation Understanding barriers to effective delegation Tips for successful delegating

Diabetes Prevention
As the diabetes rate continues to skyrocket in our country, it is important to develop an understanding of this condition, as well as what can be done to prevent or lessen its effects. Attendees of this class will discuss the science of diabetes and how to adopt a lifestyle that could help prevent diabetes. Key Concepts include: Understanding the causes of diabetes Understanding the health risks Identifying healthy life-style choices that help prevent diabetes

Disability Awareness
This course provides attendees with an overview of the history of disability rights and awareness in this country, as well as tips for interacting with people with disabilities. Key Concepts include: Defining the term disability The importance of using people-first language Understanding ways to support people with disabilities in the workplace

Email Etiquette
Email is one of the most utilized communication tools in todays work environment. This workshop will aid individuals to develop awareness regarding how they currently use written language through email in the workplace, and how they strengthen their communication content and format to achieve their staff management and business goals. Key Concepts include: Understanding email as a communication tool Recognizing how employees use email at GICW Identifying email etiquette best practices

Fierce Conversations
Sometimes tough conversations need to happen. Using the best-selling book of the same title, this workshop examines both the path to and the benefits of powerful communication. Already used as part of an SMDT class for GICW managers, this ECE version is condensed, edited, and focused toward retail employees. Key Concepts include: Defining situations when tough conversations need to happen Recognizing why many of us avoid confronting others Understanding why most tough conversations fail Tips for ensuring successful conversations

First Impressions
When looking for a job, its important to keep in mind how potential employers may perceive you. When choosing between candidates, employers can make judgments based on a candidates resume, email address, as well as physical appearance. This workshop helps job seekers maximize on their ability to make a lasting, positive first impression. Key Concepts include: Understanding the process for making first impressions Recognizing the ways in which employers judge candidates Learning tips to ensure a positive first impression

Financial Education: Expenses, Credit, and Budgets

This workshop covers a broad range of basic financial management from defining financial terms to understanding a budget and the steps needed to create one. This workshop also examines the basics of managing expenses and establishing and maintaining good credit. Please note, our instructors are not financial experts, but can offer basics information about financial topics. Key Concepts include: Identifying good budgeting practices Understanding how credit works Learning the effects of good and bad credit

Finding Common Ground

This workshop provides a thorough understanding of the underlying causes of conflict within a group dynamic as well as how to prevent or even eliminate it before it takes root. Key Concepts include: Understanding why conflicts occur at work Discussing factors that create conflict Identifying constructive behaviors that prevent workplace conflicts Understanding the importance of building strong, healthy relationships

Fish!
Imagine a workplace where people are truly connected to their work, to their colleagues , and to their customers. Based on the World Famous Pike Place Fish Company in Seattle, Washington, this workshop, designed by Charthouse Learning, explores the success of this team through the FISH Philosophy: Play, Be There, Make Their Day, and Choose Your Attitude. Key Concepts include: Watching the FISH video Discussing the four principles of FISH Exploring ways of integrating FISH here at GICW

Goal Setting
The key to a productive and fulfilling life is based on an individuals ability to set and achieve personal and professional goals. This workshop explores how to set both types using the SMART goal method. Key Concepts include: Understanding the importance of setting goals Identifying different types of personal and professional goals Examining the SMART Goals process for writing goals

Green Thinking
This workshop offers insight into the steps each of us can take to reduce our footprint on the planet. This class also explores ways GICW helps to protect our environment through effective design, planning and recycling programs. Key Concepts include: Identifying the contents of landfills Studying the impact of trash and litter on our oceans Understanding the benefits of effective recycling

Interview Success
Being invited to a job interview can trigger feelings of both excitement and nervousness. However, there are many effective ways to calm those pre-interview nerves so that candidates can confidently interview. This workshop will cover a variety of job interview tips to help prepare candidates to face any tough question head-on. Key Concepts include: Preparing individuals for interviews Reviewing the types of questions that might be asked Providing tips for how to answer questions

Job Search and the Internet

Its easy to feel overwhelmed by all the different job search sites. This workshop will provide an overview of some of the most common and effective job search engines. In addition, this class will help participants to navigate these different sites as well as utilize some of the free resources that many sites offer. Key Concepts include: Understanding several of the common job search sites Learning some of the job search resources within the sites Recognizing how be successful when searching online

Leading During Change

All organizations experience change. Growth itself is change. The responsibility of how teams cope with and manage such transitions ultimately rests with leaders. This workshop is designed to empower supervisors with strategies for ensuring the smoothest transition possible for any circumstance. Key Concepts include: Discussing different types of change Identifying why companies change Understanding how leaders should respond to change Helping staff to cope during times of change

Leader FISH!
In this course, we delve into the role of leaders when implementing the ideas of FISH!: Play, Be There, Make Their Day, and Choose Your Attitude. Through discussions and activities, team leaders examine how to utilize these four principles to enhance their leadership skills and create and sustain an environment of respect and fun at work. Key Concepts include: Defining individual leadership styles Outlining common management challenges Building effective relationships and successful teams

Maximizing Sales
The keys to maximizing our sales are: merchandising, customer service, and suggestive selling. This workshop is designed to build and strengthen the retail skills of employees to help get the most out of every customer encounter. Key Concepts include: Describing the three components of maximizing sales Understanding the role of proper merchandising Reviewing the basics of customer service Discussing suggestive selling techniques

Merchandising 101
Merchandising requires intention and effort to be successful. This workshop examines the basics of setting up attractive displays while emphasizing different merchandising techniques. Key Concepts include: Understanding the basics of merchandising Understanding your role in merchandising Tips for setting up effective displays

Multi-generational Communication
Currently, there are four generations in the workplace. Individuals from each generation approach their work/career differently, which can cause misunderstandings and conflict. This class will focus on the strengths of the different work styles to help create an environment that successfully bridges generational diversity. Key Concepts include: Identifying and defining the four generations Discussing differences and commonalities between them Identifying effective communication strategies for each

Networking and Social Media

When looking for a job, sometimes its who you know that can open doors for you. This workshop will explore ways to increase your social media skills while learning how to build strategic professional networks. Key Concepts include: Understanding the role of social media in job searching Learning some of the common social media avenues Recognizing the importance of building relationships Understanding how those relationships can help you find work

Nutrition
A persons nutrition affects their own health, but also their interactions with family, co-workers, and customers. This class explores basic concepts of nutrition, including the food groups, calories, serving size, and healthy choices in food selection. Key Concepts include: Defining nutrition Understanding the effects of nutrients Identifying calorie needs Discussing portion control Tips for making healthy food choices

Performance Management
An effective performance management system is vital to an organizations success. This leadership workshop examines the importance of employee monitoring, providing feedback and coaching, communicating expectations, and more. By identifying strengths, weaknesses, and professional goals, managers can work with employees to ensure professional success. Key Concepts include: Establishing an effective performance management system Understanding the components of performance systems Developing staff beyond baseline performance standards

Personal Styles
Knowing you strengths and weaknesses is important. Knowing the strengths of your teams is important, too. Based on Carl Jungs theory of inherent tendencies of perception, action, and motivation this workshop is designed to help strengthen the working relationships within a team. Key Concepts include: Understanding the basics of Jungs Theory Understanding the four dichotomies within the theory Identifying the personality types of ourselves and our teammates

Positive Thinking
A lot of what will happen to you today will be a direct result of the attitude YOU choose to have. Employees that have a positive outlook will naturally bring that positive energy into the workplace. Among the benefits of positive thinking are: greater productivity, increased morale, better communication and, of course, stronger more effective teams. Key Concepts include: Analyzing our personal attitudes Understanding the effects of poor attitudes Identifying ways to improve our attitude

Professionalism
What traits define a professional? Its an attitude rooted in the idea of striving for excellence and continuous growth. Its also the skills and image that enable individuals to take pride in their work while respecting those you work with. Key Concepts include: Defining professionalism Examining the characteristics of a professional Understanding the skill sets of professionals in retail Identifying unprofessional behaviors to avoid

Resumes and Cover Letters

One of the first ways to get a potential employer interested in you is to have a high-quality resume and cover letter. This workshop will provide learners with a thorough overview of how to write both a resume and a cover letter so that employers wont pass you over. Key Concepts include: Understanding the purpose of a resume Tips for writing effective resumes Looking at the importance of cover letters Tips for how to create a meaningful cover letter

Self-Esteem
Low self-esteem is a major contributor to conflict and can lead to low productivity and increased absenteeism. A healthy, positive view of oneself is not only important to the individual but can also help sustain a positive work environment. In short, if your staff is feeling good about themselves outside of work, they will bring that attitude with them to the job. Key Concepts include: Defining self-esteem Understanding the effects of our self-esteem Examining how self-esteem affects our work Tips for improving our self-esteem

Servant Leadership
Servant leadership is a philosophy defined by Robert K. Greenleaf. Servant leaders are people who give priority to the needs of co-workers and those they serve, and use their power for the good of all. Key Concepts include: Defining the characteristics of servant leadership Understanding its relevance in a non-profit workplace Recognizing the potential impact of being servant leaders

Smoking Cessation
This class is designed for employees who are current smokers and are interested in quitting. The workshop provides an overview of the health effects of smoking as well as provides resources and information on quitting. Key Concepts include: Understanding the health effects of smoking Understanding the health benefits of quitting Quitting tips and additional resources

Stress Management
There is a difference between pressure and stress. Our perception of the control we have over our stress can cause both short-term and long-term health issues. This workshop is useful for individuals at every level and is approached from the stand point of how to recognize, manage, and relieve stress. Key Concepts include: Defining stress Recognizing the effects of stress Developing awareness of your stress at work and at home Discovering stress management and relief techniques

Sugar and Health

Adults eat an average of 164 pounds of sugar each year, which can lead to many health issues like diabetes, weight gain, tooth decay, and more. This class discusses the health effects of sugar intake and identifies ways to cut down on sugar consumption. Key Concepts include: Discussing the health risks of sugar Identifying high-sugar foods that contribute to health risks Understanding ways to reduce personal sugar consumption

Supervisory Communication
Effective communication is an important skill for anyone in a management role to have. Beyond having to communicate basic information, supervisors also have to delegate, give feedback, set performance expectations, and more. This workshop provides a general overview on the many different areas that supervisors have to communicate, as well as tips for doing so effectively. Key Concepts include: Understanding the different ways in which supervisors communicate Recognizing challenges and barriers to communicating successfully Acknowledging the importance of listening Tips for communicating effectively to staff

Supervisory Skills
Much of the success of any business is attributed to good, effective leadership. Geared toward supervisors and managers, this workshop builds on the inherent traits of leaders that successfully guide the work of those they lead. Key Concepts include: Identifying the traits of effective supervisors Identifying core supervisory responsibilities Understanding ways to effectively manage employees

Team Building
Developing and sustaining a cohesive team is of paramount importance in any organization. Each team is different, and like all of our workshops, Goodwills Training and Development instructors will work with managers and department heads to develop a workshop that addresses the specific needs of any team. Key Concepts include: Defining teamwork Understanding the behaviors of strong and poor teams

Time Management
Effective time management can be empowering in both our personal and professional lives. This workshop is designed to help employees recognize how they are spending their time both at work and at home. Key Concepts include: Identifying obstacles to productivity Recognizing time wasters and time savers at work Examining tools to manage time better Understanding the importance of prioritizing

Understanding Job Descriptions

Employers can be picky about job candidates, and they certainly wont hesitate to throw out an application for anyone who doesnt meet the minimum requirements. This workshop will help participants to learn how to decipher the required and preferred skills, as well as understand how to interpret some of the other important sections of job descriptions. Key Concepts include: Understanding how to read and interpret job descriptions Learning some of the language used on job descriptions Making sure you are qualified for a job before applying