Human Resources

An important component of bringing your best self to work is to bring your authentic self to work. This course strives to show you how being vulnerable while setting appropriate boundaries may improve your work relationships and reduce the impact that work stress has on your personal life. Additionally, we will discuss the benefits of self-care in order to boost your resiliency and emotional intelligence, two important factors that contribute to feeling more fulfilled in your job. Please join us for this interactive course and make a plan to manage stress and improve your overall wellness.


 

The whole is greater than the sum of its parts. In this two-part series, we'll decode the dynamics of high-performing teams.

Part 1: The Whole is Greater than the Sum of its Parts; Understanding Inclusive and Effective Teams

Building effective teams is a fundamental management competency. This session starts with an invitation to reflect on your experience and the characteristics of effective teams. You will learn to identify different types of teams, the assumptions we make, and the impact of those assumptions have on management and team members. The session will close with a comprehensive discussion of Google’s Project Aristotle, its origin story, and the impact its findings has had on the field of management.

Part 2: We’re Simply the Best; Decoding High Performing Teams

Effective teams and their leaders achieve common goals that positively impact organizational objectives. They accomplish coordinated and integrated tasks independently and as a team, while creating efficient processes and building inclusive relationships. Using the model offered by Google’s Aristotle project as a roadmap to assess, address, and create environments where effective teams can flourish, we will take a deep dive into the five characteristics of effective teams. Placing a special focus on psychological safety, particularly in an increasingly diverse workforce, we will explore the behaviors and team dynamics of each characteristic. We will also learn to recognize our role as leaders and create plans to develop these characteristics in our teams.

This course is presented by Organizational Development as part of our Management Skills Webinars series.

During Conflict Management, participants will have an opportunity to increase their self-awareness regarding their common styles to approaching and navigating conflict. Additionally, attendees will be encouraged to recognize different behaviors that they may engage in that lead to inadvertently increasing tension during a conflict. Finally, they will also be offered strategies and tools to defuse and resolve conflict in ways that honor their values, boundaries, and those of the other person involved. In spite of our focus being on the professional and collegial setting during the training, all of these skills are transferable to other contexts.

Learning Objectives:

• Increasing self awareness about one's personal style of managing conflict

• Recognizing how different behaviors may increase tension
• Exploring tools and strategies to successfully navigate conflict

Note:

Because this course is interactive, we request that you join from a computer or smart device. This course incorporates break-out sessions and we encourage your full participation in the virtual space.

You may have grown comfortable with Zoom for meetings and trainings…maybe so comfortable that you don’t realize that the status quo may be unintentionally excluding participants. Did you know that there are strategies and tips that you can use that can make your trainings and meetings more inclusive and effective for people with disabilities? This session will broaden your perspective and you will leave with actionable tips to use in future trainings and meetings.

Learning Objectives:

1. Increase your understanding of disability-related barriers in virtual meetings
2. Obtain practical skills to remove access barriers
3. Be a better disability ally at work

Course Handouts:

• Course Agenda
• Slide Deck
• Slide Deck - Text

Build awareness on how bias, both explicit and implicit, can impact hiring decisions. Learn how to create an interview process by incorporating job-related behavioral questions with measurable benchmarks to effectively address bias in the interview process and for more objective candidate evaluations.

This course is mandatory for all supervisors and recommended for all interview panelists.
 

Course Resources:

• Position Description Example:  Payroll Clerk
• Handout: Interview Tips
• Handout:  Types of Bias
• Handout: Job Interview Bias Exercise
• Handout: Traditional to Behavioral Interview Questions Exercise
• Handout: Red Flag Process for Hiring Managers

Encendiendo el Crecimiento es una sesión completamente en Español enfocada en explorar áreas como el duelo, la ventana de tolerancia y estrategias para facilitar el balance y la salud mental. Acompáñanos en esta sesión interactiva donde descubriremos componentes de salud mental y practicaremos estrategias para ayudar con la regulación emocional y el balance. Partirás de este entramiento con técnicas prácticas y conocimiento para desarrollar tu bienestar en casa y tu espacio de trabajo.
 

Sparking Growth is a training, completely in Spanish, focused on exploring topics like grief, the window of tolerance, and strategies to foster balance and mental health. Join us for this interactive session where we will explore components of mental health and will practice skills to assist with emotional regulation and balance. Leave the space with practical tools and knowledge to foster your wellbeing at home and workplace.

How can you be inclusive and respectful with people of all genders? With verbal and written examples, you will leave this training with specific strategies in using language that shows your coworkers and community members of all genders that you value them.
 

This course is part of the series of offerings related to the implementation of APM 2-52 as we work towards realizing our vision of being an inclusive organization.
 

Learning Objectives:

1. Describe how gender neutral and transgender inclusive language differ

2. Name at least 2 strategies for creating gender inclusion with language other than using they pronouns

3. Explain the importance of using correct name and pronouns

4. Demonstrate how to introduce a coworker’s pronouns

5. Identify two ways to correct a pronoun or name mistake

Course Materials 

• Gender Inclusive Language Slide Deck
• Gender Inclusive Language Leaner Material - Practice and Tip Sheet

Resources:

• Gender-Inclusive Language Style Guide
• Resource Guide for Transgender, Gender Non-Conforming, and Non-Binary Employees

“Feedback is the breakfast of champions” according to management expert Ken Blanchard. For leaders at all levels, it is how we learn and grow through our experiences. For managers, it’s a critical skill for improving team performance. Feedback also helps us maintain healthy boundaries and work environments. Yet it is one of the hardest “gifts” to give and receive.
This two-part series can help you move from fear to finesse.

• Part 1, Foundational Feedback will focus on the value of a positive feedback mindset, avoiding common pitfalls, and strategies to give effective feedback.
• Part 2, Intermediate Feedback will focus on ways to give feedback up, down, and sideways. We’ll also explore practices to receive feedback with gratitude and composure. Here's the link to register for part 2. 

You should complete the two courses in order, but you don’t need to sign up for both parts at once.

Learning Objectives:

Part 1:

• Understand a positive feedback mindset
• Avoid the three most common pitfalls that create defensiveness and resistance
• Learn to give effective feedback

Course Materials

Course Handout: Feedback Foundations

“Feedback is the breakfast of champions” according to management expert Ken Blanchard. For leaders at all levels, it is how we learn and grow through our experiences. For managers, it’s a critical skill for improving team performance. Feedback also helps us maintain healthy boundaries and work environments. Yet it is one of the hardest “gifts” to give and receive.
 

This two-part series can help you move from fear to finesse.

• Part 1, Foundational Feedback will focus on the value of a positive feedback mindset, avoiding common pitfalls, and strategies to give effective feedback.
• Part 2, Intermediate Feedback will focus on ways to give feedback up, down, and sideways. We’ll also explore practices to receive feedback with gratitude and composure. Here's the link to register for part 2.

Learning Objectives:

Part 1:

• Understand a positive feedback mindset
• Avoid the three most common pitfalls that create defensiveness and resistance
• Learn to give effective feedback

Part 2:

• Understand how assertive communication strengthens feedback
• Learn to give feedback up, down and sideways
• Explore practices to receive feedback with gratitude and composure

Course Materials:

Course Handout: Feedback Foundations
Course Handout: Feedback Intermediate

Scheduling Details:

Organizational Development and Public Works are working together to offer these in-person sessions of Giving and Receiving Feedback - Part 1 and 2 for Public Works staff only. Below are the date options you'll be able to choose from, please use the registration buttons to sign up for one session of Part 1 and one session of Part 2. 
 

Part 1 Date Options:

• Part 1: July 13, 2023, at 12:00pm - 2:00pm in the Goodman Maintenance Facility Training Room (1402 Wingra Creek Parkway)
• Part 1: July 17, 2023, at 8:30am - 10:30am in the Goodman Maintenance Facility Training Room (1402 Wingra Creek Parkway)

Part 2 Date Options:

• Part 2: July 27, 2023 at 9:00am - 11:00am in the Streets Lunch Room (4602 Sycamore Ave).
• Part 2: July 27, 2023 at 12:00pm - 2:00pm in the Streets Lunch Room (4602 Sycamore Ave).

Please plan ahead to arrive on time or early for minimal course disruption.

“Feedback is the breakfast of champions” according to management expert Ken Blanchard. For leaders at all levels, it is how we learn and grow through our experiences. For managers, it’s a critical skill for improving team performance. Feedback also helps us maintain healthy boundaries and work environments. Yet it is one of the hardest “gifts” to give and receive.
This two-part series can help you move from fear to finesse.

• Part 1, Foundational Feedback will focus on the value of a positive feedback mindset, avoiding common pitfalls, and strategies to give effective feedback. Here's the link to register for part 1. 
• Part 2, Intermediate Feedback will focus on ways to give feedback up, down, and sideways. We’ll also explore practices to receive feedback with gratitude and composure.

You should complete the two courses in order, but you don’t need to sign up for both parts at once. 

Learning Objectives:

Part 2:

• Understand how assertive communication strengthens feedback
• Learn to give feedback up, down and sideways
• Explore practices to receive feedback with gratitude and composure

Course Materials

Course Handout: Feedback Intermediate

Swamped with way too many meetings? We know that poorly organized and run meetings lead to frustration and disengagement. In this webinar, you’ll learn practical tools to plan and run effective and inclusive meetings so that you can lead people towards clear and actionable outcomes with greater confidence.

This course is part of our Management Skills Webinars series.

The Inclusive Leadership Conference invites attendees to learn how we can think about leadership in new and different ways. Our speakers will teach you tools to use in the workplace to be a more inclusive leader, especially for trans and queer people, Black, Indigenous, people of color, women and people with disabilities.

Who Should Attend

The Conference is open to all who want to grow as more inclusive leaders. A leader is someone who positively influences a group toward an inspiring vision or goal: no title, or position is necessary to make a difference. Collectively, we need to expand our idea of who and what a leader is and should be.

What You’ll Learn

• Leadership development – Participate in interactive workshops to challenge your assumptions about leadership

• Valuable insights – Learn from experts with life experience on how to face our own biases, address inequalities, and re-imagine inclusive workplaces

• Tips and Proven Strategies –Strategies to practice and add to your toolkit

• Connection – Engage with a diverse community and learn from shared personal and professional experiences

How We Designed the Conference

We involved those who are most impacted by exclusionary practices in the decision making for this conference. We did so by including employees who feel an affinity with the topic to choose the speakers for each day. We want to gather attendees to explore their own unique leadership and hold space for supporters/allies to learn in solidarity.

Sessions

If you are in need of accommodations or have any additional questions including technical support to participate in the conference, please indicate your needs during registration or contact Organizational Development a week before the conference.

Live closed captioning will be available throughout the conference for all attendees.

Cost

• City & PHMDC Employees: Free
• Non-City Employees: $50 per day or $150 for the four-day conference series

Meet Our Conference Presenters

• 

  Cole Sorensen (he/him) is a mostly-nonspeaking trans autistic person, a public speaker, writer, and consultant. He holds a bachelor’s degree in special education from the University of Minnesota Twin Cities. He has worked extensively with both disabled young people and the professionals who support them as a consultant, PCA, and lecturer. His work focuses on promoting autonomy, self-determination, communication access, and dignity of risk for young people with intellectual and developmental disabilities. He has interned with the Autism Society of Minnesota, where he worked on making their programming more accessible to AAC users.
  
   

• 

  Emily Blum (she/her) is Executive Director of ADA25 Advancing Leadership and has a passion for helping people and organizations use their voice to create a better, more inclusive Chicago region. Prior to joining ADA 25 Advancing Leadership, Emily held senior positions at some of Chicago’s leading nonprofits, including Metropolitan Planning Council (MPC), Chicago Humanities Festival (CHF) and Heartland Alliance. At all three organizations, she drove branding and strategic messaging campaigns that created new kinds of conversations with a wide variety of audiences. As a woman who experiences a disability, leading ADA 25 Advancing Leadership is both personal and professional. Emily is an ADA 25 Advancing Leadership Member (class of 2018), and that experience gave her additional tools to use her voice on behalf of those who experience disabilities.
   

• 

  Nakia J. Green (she/her) is the founder of Culture Solutions and Culture Solutions In Action, for-profit and not-for-profit organizations designed to decrease unemployment and underemployment amongst minority and disabled college graduates. She also founded Nakia J Consulting, a consulting firm with specialized capabilities in Leadership Development, Organizational Development, and Diversity, Equity, and Inclusion. Nakia hopes to further the conversation on invisible disabilities in the workplace and its impact on minorities.
  
  
  
  
   

• Maddison E Wagner (she/her) is a Transgender woman and a Certified Peer Support Specialist. Peer support is grounded in lived experience. I use my personal experience with trauma, marginalization, living with mental illness and recovery to help others to deal with different challenges one may be facing and help guide them to a place where they can be their brightest most authentic self and find happiness however that may look for them

• 

  Sergio Dominguez (they/them) is a doctoral student in counseling psychology at the University of Wisconsin-Madison. Their research broadly examines trans wellbeing, ethical and legal professional issues in psychology, and relationship-centered research and clinical approaches. They provide instruction for mental health practitioners related to treatment with LGBTQ+ clients holding multiple minority identities, focusing especially on bolstering resilience and resistance in trans youth and adults. Sergio’s advocacy includes consulting with elected officials on legislation, advocating for minoritized students in psychology, and engaging in local and national activist-led efforts. In their free time, Sergio enjoys outdoor activities (e.g., hiking, canoeing), cooking, and shopping.
  
   

• 

  Stephanie Budge (she/her/hers) is an associate professor in the Department of Counseling Psychology at the University of Wisconsin-Madison and the director of the Advancing Health Equity and Diversity (AHEAD) program in the School of Medicine and Public Health at UW-Madison. Her research focuses on emotional and coping processes for transgender youth and adults, as well as the effectiveness of medical and psychotherapeutic treatments for transgender clients. She provides clinical trainings nationally and internationally related to LGBTQ issues, focusing on practitioners’ self-efficacy, knowledge, awareness, and skills. At the University of Wisconsin, she promotes transgender advocacy on campus by providing workshops to students, faculty, and staff related to navigating gender identity within a university environment. As a licensed psychologist, she also provides clinical services to transgender youth and adults.

• ​​​​​​

  Mark Hargrove (he/him, they/them), Jill Nagler (They/Them), and Ginger Baier (She/Her) are all associated with OutReach LGBTQ+ Community Center. Mark is an openly Queer/Non-Binary, gay, and Black person that lives outside of Madison. He is the Program Director and is working on his Doctor of Social Work Degree. Jillip Nagler is the President of the Board of OutReach. Jill is non-binary. Ginger has been affiliated with OutReach for over 20 years. Having served on the Board, Ginger is now the Transgender Advocate.
   

• 

  ​​​​​​Sharon Brokenbough (she/her) is an ICF credentialed Coach, Author, Speaker, Professor, Wife, Mother, and Founder & Managing Principal of ROS Professional Partners LLC based in the Greater Philadelphia area. ROS focus is to provide support for existing and emerging leaders to increase their overall positive contribution to their organization through Executive Leadership and Career Coaching. ROS also facilitates, educates, and analyzes organizations in the field of Diversity, Equity and Inclusion (DEI). Through this work ROS works with organizations to achieve their DE&I goals through evidence-based research, focus groups, training, coaching and consulting
   

  

  Brandie de la Rosa (she/her) is the founder & CEO of E3inspire. She has a degree in Computer Science with a 20-year career in IT. Combined with her education in Psychology, specifically neuroscience, she decided to launch her own company helping businesses by building cultures that care. She is changing the game in the workplace by transforming the pain of trauma into production via Emotional Intelligence.
  
  
  
   

• 

  ​​​​​Samantha Baruah (she/her) has spent the past 12 years working with teachers, administrators, and policymakers promoting accessible and equitable public education at local, state, and national levels. Born in Vietnam, she immigrated to the United States as a political refugee and is proud to have become a naturalized citizen of the United States. She received her bachelor’s degree from the University of Iowa and her MBA from Washington University in St. Louis. She is a two-time publicly elected school board member serving from 2008 – 2015. Baruah has also served on the United Way Community Impact Council, 2 PMI chapter boards, Foundation for Madison's Public Schools Board, municipal boards, and is an active volunteer of several nonprofits.
   

• 

  Tony DelaRosa (he/they/siya) is an aspiring Anti-bias & Anti-racist educator, DEIB Strategist, Spoken Word Poet, and Cross-Coalition Builder. By day he is a Teacher Leadership Coach at Teach for America Miami-Dade, and by night he is a Co-founder of NYC Men Teach's Asian American, Teacher Empowerment, Networking, and Development Initiative. Ask him about critical race / ethnic theory as it pertains to Asian Americans, Brown Asian Americans, and F/Pilipino/a/x Americans!
   

• 

  Dr. Aaliyah Baker (she/her) began her career in education as a classroom teacher with the Milwaukee Public School system. She earned her Ph.D. in Curriculum and Instruction with an emphasis in Multicultural Education from the University of Wisconsin – Madison. Aaliyah Baker connects critical theory to research and practice in multiple local, state, national, and international settings. Aaliyah Baker addresses issues of social justice on micro and macro levels. She works to advance the constructive dialogue around race, racism, and culture to advance responsive practices.
  
  
  
  
   

• 

Morgan L Phelps (she/her) is the Founder and CEO of Colorful Connections, a social enterprise that transforms organizations into better versions of themselves by helping employers build, retain and grow inclusive teams that represent the communities they serve. Morgan also teaches Corporate Social Responsibility and Diversity in Organizations at Marquette University. Colorful Connections provides long-lasting solutions for employers who are invested in creating diverse and inclusive teams (such as talent placement services and cultural competency workshops). Colorful Connections also helps underestimated professionals secure promising careers, doing what they love with organizations committed to diversity and inclusion. Beyond serving as a change agent for diversity and inclusion, Morgan has more than 15 years of experience working as a PR and Communications Specialist, and she is a member of Alpha Kappa Alpha Sorority, Inc and TEMPO Milwaukee.

•  Jason Glozier (he/him), disability rights and service coordinator for the Madison, Wis., Department of Civil Rights. Glozier's background includes nearly two decades of working in disability rights with organizations such as Adapt, Not Dead Yet, and the Wisconsin Board for People with Developmental Disabilities.

Kelly Jackson is an international award winning Native American artist. Her edgy and soulful pieces have decorated stages across the United States, Europe and Canada. Her music has gained admiration for its unique flare, soulful vocals and remarkable ability to inspire and empower her listeners. Her debut album, Spirit of a Woman earned a NAMA for best Americana Album of the Year, her second, Renditions of the Soul, also received international recognition. Her single, After All This Time, earned a #1 spot on XM World and Indigenous Music Countdowns. She has been inspired and influenced by some of the most powerful women in music; Pure Fe, Buffy St. Marie, Etta James, Josh Stone, Amy Winehouse and Susan Tedeschi to name a few. Most recently, Kelly has collaborated with other inspirational artists, touching on a more alternative style pulling from spoken word, rap, and reggae with her recently nominated hit single, Wake Up. Ms. Jackson’s genre is Native Americana, having roots in folk, jazz, blues, country, hip/hop and rock all infused with native influences. She has shared a stage with some of the greatest, Indigo Girls, Wade Fernandez and Bill Miller.

Resources

Previous conference materials 

Making decisions can be one of the most difficult and stressful things leaders do. Involving others can relieve some of that stress as you gain new perspectives. Inclusive leaders make decisions with, not for, those who are impacted. This improves the quality of our work and relationships with each other. This session will cover basics of stakeholder mapping and group decision-making. 

Course Materials

• Course Handout
• Fillable Empathy Map
• Course Slides

View a recording of this course on our Online Courses webpage. For a more in-depth learning experience, register for future sessions using the register button. 

In order to build and sustain inclusive and multilingual spaces in our organizations, everyone’s voice and lived experiences needs to be valued and recognized. It is critical that all City staff have the necessary tools and information to communicate with those whose primary language is not English. Do you know how to support individuals who drop by or call your office in a language other than English?

Attendees will learn how to connect with an On-Demand interpreter, inclusive practices in working with interpreters, and participate in scenarios to practice learned skills, including communicating with people who use sign languages. You will also learn about the City of Madison’s Language Access Program, services, and compliance requirements.

Learning Objectives:

1. Connect with an On-Demand interpreter
2. Use inclusive practices when working with interpreters
3. Communicate with people who use sign languages
4. Explain the City of Madison’s Language Access Program, services, and compliance requirements

This is a two-part training for City of Madison committee staff, provided by Information Technology. If you have already attended one of these trainings, or if you do not host Type 2 virtual meetings, you may choose to register for only one of the sessions. 

Please note that all staff must be trained on the legislative process before attending either of these trainings. If you need legislative training, please contact the Clerk's Office.

For complete information on Committee Meetings and resources, visit Virtual Committee Meetings. 

Meeting Schedule

1:00 pm – 2:00 pm

During this training, we will discuss the City of Madison Meeting Schedule application. We'll go over how to:

• Schedule and manage meetings
• Add agendas, minutes, Zoom information, and other meeting details
• Manage online registration for public comments
• Manage information about your committees

This training is required for all committee staff.

Type 2 Virtual Meeting Hosts

2:00 pm – 3:00 pm

Type 2 virtual meetings are facilitated by City committee staff. During this training, we'll go over how to:

• Reserve Zoom licenses and schedule meetings in Zoom
• Use host and co-host controls in Zoom
• Manage committee members and public registrants during a virtual meeting

This training is required for all Type 2 committee staff. All staff must receive Virtual Meeting Host Training before facilitating a meeting. Two staff members must be trained for each committee that will be meeting virtually, including subcommittees and workgroups.

If you have any questions, please reach out to meetingsupport@cityofmadison.com. 

Congrats! Your team did a thing! A very cool thing! A new policy, a massive project, a successful program, a game-changing new procedure. How do you share your success so the City can learn from and collaborate with you? And perhaps more importantly, how do we share our progress and setbacks with those impacted by our work?

With these resources, you’ll learn how to tell your success story and deliver a powerful report-out to internal and public stakeholders.

Course Resources

Report Out Techniques Flipbook
Reimagining Report-Outs Slides
 

Do you supervise a team where your staff is in a different physical location, either teleworking or at a jobsite? This session is for you! We’ll explore the impacts of working remotely, and how to effectively manage a team in the absence of traditional in-person communications and synchronized team work.

Through an interactive dialogue, we’ll learn practical, tactical, and immediately applicable techniques to improve synchronous and asynchronous collaboration as well as our ability to provide impactful feedback. We’ll also learn and practice how to coach, mentor, and acknowledge our employees while prioritizing and structuring our work to meet competing demands. You’ll leave this session with concepts around trust, setting standards and expectations, and building flexibility while maintaining focus.

This course is presented by Organizational Development as part of our Management Skills Webinars series.

Course Materials

Course Handout: Key concepts and suggested learning resources

People with disabilities use service and support animals to meet their access needs and maintain safety and independence. If a person with an animal comes to your building or meeting, do you know how to avoid discrimination and when to grant access? This interactive training will help agencies better understand relevant laws and city ordinances, know how to identify service animals and emotional support animals and how to provide excellent customer service to people who use service and support animals in public places.

Learning Objectives

1. Increase understanding of relevant laws and city ordinances
2. Identify service animals and emotional support animals and avoid discrimination
3. Provide excellent customer service to people with disabilities who have animal assistance

Even before the COVID pandemic, trauma was widely prevalent in our society. The collective trauma we are all experiencing now as the result of this pandemic has only exacerbated the issue. Moreover, trauma has negatively affected organizations, taxing already stressed systems of care and practitioner wellness. Trauma-informed care (TIC) is an intervention and organizational approach that focuses on how trauma may affect an individual’s life and their response to supervision. Trauma-informed supervision (TIS) is taking the key principles of TIC and applying them in a relational way with supervisees. This presentation will take a closer look at how the application of the six values of trauma-informed care in supervisory practice can and will drive connection and can be applied in multiple service settings. We will also examine implicit bias and ways supervisors can address their own biases to better connect with a diverse and inclusive workforce. Never has this topic been more relevant and needed in our workspaces.

Learning Objectives:

• Understand the significance of the Adverse Childhood Experiences (ACE’s) study as a public health and workplace concern.
• Define and identify key terminology and concepts related to trauma
• Articulate what trauma-informed care is and identify the six principles of a trauma-informed, compassionate work culture.
• Understand how past trauma and a traumatized workspace can affect employee engagement, health, and productivity.
• Identify some of the best practices of trauma-informed supervision.
• Define implicit bias and identify ways to overcome it.
• Become familiar with diversity, equity and inclusion and its place in the trauma-informed workspace.
• Describe the next steps to implementing trauma-informed care in the workplace.

Note:

Course Materials:

• Trauma-Informed Supervision One-Pager
• Four Steps to Identifying and Stopping Implicit Bias for Managers
• The CLEAR Model
• Trauma-Informed Supervision Practice Opportunities

Does it feel like everyone is on edge lately? Where people are angry or lashing out? Do you need additional skills to better handle this? Then join us in learning about Trauma-Informed Customer Service, which is all about how we can provide customer service to people who have had bad things happen in their lives.

As humans, we tend to internalize our negative experiences and the stress that comes with those. An example is the communal trauma that we all have been experiencing with the pandemic. The stress can accumulate and make us feel anxious or angry, and make it easy to lash out at others. Come learn about how to reframe these situations and acquire some techniques to better handle challenging customers.

On Demand Option:

Now available as a 45 minute recorded video presentation so you can watch at your convenience or use as a refresher if you attended the live version. We encourage viewers to use the Questions handout to process the concepts presented, whether you watch on your own or with your work group. If you prefer a more interactive experience, please register for one of the upcoming sessions by clicking the button on the right.

Course Resources

Please read through the following materials before viewing the recording:
Handout: Trauma-Informed Customer Service Training
Handout: Trauma-Informed Customer Service Training Questions

Join us for a deep dive into what it means to live trauma-informed. We will explore the impact of trauma on a personal level and how it shows up in the workplace. We will provide you with skills to navigate this in the workplace by learning more about how to have difficult conversations, how to regulate, and how to set appropriate boundaries.

Learning Objectives:

• Discussion about types of trauma and how it shows up for different individuals
• What trauma looks like in the workplace
• Learn skills to help have difficult conversations, regulate, and set appropriate boundaries

Because this course is interactive, we request that you join from a computer or smart device. This course incorporates break-out sessions and we encourage your full participation in the virtual space.

As a result of employee survey responses, the City began a new employee/supervisor check-in process in 2021. The goals of these discussions are to provide more support to employees, further our growth, and help us align individual performance with our organizational vision, mission, and values. This session provides an overview of the City process and highlights new tools developed to make these discussions richer and more productive. 

Course Resources

Prior to the session, please check out our resources and come to the training session prepared with any pressing questions you might have about the Employee Check-in Process.

1. Preview the Resources on the Employee Check-in Process and Resources page
2. Identify 1-2 of your most pressing concerns about the Employee Check-in Process and bring those with you to the session.