MARCH 2010–JUNE 2011

Professional Development
Opportunities for Faculty
and Staff

New This Year

Micromessages:
Read Between the Lines– p. 7
What Got You Here
Won’t Get You There– p. 11
Building Bridges to
Achieve Results– p. 15
Power and Privilege: How We
See It and How We Don’t– p. 34
Leadership Lessons Learned
from The Office– p. 43
Emotional Intelligence:
Know Thyself and Others– p. 52
Since Strangling Isn’t an Option– p. 74
Getting the Most for Your Medical,
Dental, and Vision Dollars– p. 66
 HRDC Programs are a Convenient
High-Quality Professional Development Option
Without the Added Cost and Time of Travel
Frequent Learners’ Advantage
Support the professional development priorities of your unit
as well as the individuals in your unit, and save money at
the same time!
The Learners’ Advantage is a 12-month professional
development package that includes customized programs
targeted to your unit’s specific needs and a 15% discount
on registrations for most programs in the HRDC catalog.
The customized programs alone represent a savings of
more than $250!
Take advantage of this exciting opportunity for using
professional development to achieve organizational priorities
in a cost-effective way.
➤ Focus professional development on strategic priorities
➤ Improve productivity and efficiency
10% Group Rebate
Attend HRDC programs with your colleagues so you
can support one another’s efforts to apply new skills! Your
combined efforts will have a noticeable impact in your unit.
When three or more people with the same budget number
attend the same section of most HRDC programs, the
budget will be credited with a 10% rebate after the
program.
This offer may not apply to certain programs with fixed
costs for special materials.
For Additional Information
Contact HRDC at 814-865-7922 or e-mail us at
HRDC@psu.edu to learn more about these options.

➤ Demonstrate your unit’s support for professional

development
➤ Enhance employee attitude, morale, and satisfaction
➤ Increase your unit’s collective expertise to enhance
performance

TA K E A D V A N TA G E O F T H E S E T W O O F F E R S F O R S T R E T C H Y O U R P R O F E S S I O N A L D E V E L O P M E N T R E S O U R C E S E V E N F A R T H E R !
 E X P A N D I N G .Y O U R . H O R I Z O N S
New Programs for This Year
Book Summaries and Beyond
let’s get to “yes”: negotiating to
agreement ................................................................. 7
micromessages: read between the lines ........ 7
Career Development
What got you here Won’t get you there ......... 11
Communication
building bridges to achieve results .................. 15
conversational arabic ........................................ 15
Peggy lorah, appreciating yourself ................. 18
coquese Washington, leading is fundamental:
Develop a Winning leadership Style .......... 18
barbara Korner, training the butterflies
to fly in formation ........................................... 18
cathy Dufour, managing up: Strategies
for Success with your boss .......................... 19
gail hurley, leading and Supervising
from the heart .................................................. 19
renata engel, leveraging opportunities:
committee Work and collaborations as
catalysts for Professional growth ............... 19
W W W. O H R . P S U . E D U / H R D C / P R O G R A M S . C F M
Diversity education
Wait there’s more: understanding
and valuing Diversity 2 ....................................... 32
Power and Privilege: how We See it and
how We Don’t .................................................. 34
leadership and management
beyond the carrot and the Stick: how to
effectively motivate your team ....................... 38
leadership lessons learned from
the office .......................................................... 43
ten clowns Don’t make a circus ........................ 44
personal effectiveness
eat that frog ................................................................ 50
are you lucky? ........................................................... 52
emotional intelligence: Know thyself . . .
and others ........................................................ 52
and When you fall .................................................... 53
nudging your Way to better
Decision making ................................................... 53
leading the green challenge: Strategy and
effective action to eliminate Waste and
improve Quality ................................................ 56
Shipwrecked! ....................................................... 59
financially fit in the new Decade .................... 61
professional Growth
getting the most for your medical, Dental,
and vision Dollars ................................................ 66
how to host an international Scholar ............. 71
infusing global topics into the classroom
environment ..................................................... 71
how to create a faculty-led embedded
education abroad Program ........................... 71
how to forge Productive international
collaborations .................................................. 71
how to Successfully retain international
Students ............................................................ 72
uogP is here for you .......................................... 72
teams and teamwork
Since Strangling isn’t an option .......................... 74
the Seinfeld factor ................................................... 77
oh, So that’s What you meant! interpreting
communication with mbti ............................ 81
 Penn State 360-Degree Performance Profile
Manage and Accelerate Your Professional Development!
This confidential online assessment process offers anonymous feed-
back about your performance strengths and development needs as
seen by you, the person to whom you report, your peers, and your
direct reports [if applicable]. Different versions of the 360-Degree
Performance Profile are available for individuals with and without
supervisory and management responsibilities.
After you identify the specific individuals to provide you with feed-
back, HRDC administers the online questionnaire and then sum-
marizes the results for you in an individual feedback report. Your
feedback includes both verbatim comments from all respondents
and average ratings of your performance from different perspectives.
The process includes a meeting with an experienced facilitator who
will help you to interpret your results in a motivating and non-
threatening manner. You will prioritize personal strengths that you
can refine and extend, and target specific improvement priorities so
that you can realize your potential and elevate your performance to
the next level.
The 360-Degree Performance Profile is designed to help you invest
your professional development resources wisely. Rather than using
the 360 as a tool for evaluation as an end in itself, the process will To further explore how the Penn State 360-Degree Performance
enable you to focus your development efforts and time on those Profile can benefit you or your group, please contact Lenny Pollack,
aspects of performance that are critical for your effectiveness, Director of the Human Resource Development Center and Strategic
success, and achievement of your career goals. Services [814-865-3507; lep2@psu.edu].

Penn State Executive & Leadership Coaching

Penn State coaching services are designed to help current administrators
and emerging leaders to improve work-related behaviors, deliver higher-
quality results, and fulfill their potential through a four-month engage-
ment. Each engagement features a customized process involving a series
of one-on-one sessions led by a trained coach to help each client:

Leverage and extend strengths

Address challenges and improvement priorities
Achieve and sustain superior performance at work
Strengthen contributions to organizational priorities

For additional information, please contact

Diane Brown, Assistant Manager Human Resource
Development Center [dmb49@psu.edu;814-865-3304].

Office of Human Resources

Human Resource Development Center

b
 A Message from the President

People are the most important resource at Penn State. Ongoing professional development is a criti-
cal component of any profession, and Penn State is committed to helping faculty and staff advance
and expand their skills.

Our Human Resource Development Center offers a multitude of opportunities for your continu-
ous learning. This catalog contains listings of programs designed to further strengthen your abilities
in leadership, information technology, and communication, to name a few. Courses offered also
promote wellness and personal growth.

I encourage you to pursue the opportunities offered by the Human Resource Development Center
and to support the efforts of your colleagues who wish to do the same. Each of you plays a vital
role in Penn State’s success, and your active participation helps us continue our long standing and
well-deserved reputation as one of the best universities in the nation.

Graham B. Spanier
President

c
 Customized Programs and Retreats
HRDC can customize a program or retreat specifically for your campus, college, department, team,
or group. Let HRDC be your guide for preparing your group to meet the challenges of today’s
changing workplace.
You pick the topic, and we’ll deliver engaging partners as needed.
• Increase understanding of • Work through decisions • Celebrate achievements
individual work styles and challenges
• Improve morale
• Strengthen customer service • Increase your group’s
effectiveness • Enhance performance
• Capitalize on diversity
• Improve communications

Customized programs and retreats can be delivered to any unit at any location.

to request a retreat or customized program for your unit or to request more

information, contact Diane brown 814-865-3304; dmb49@psu.edu

d
 Contents
Services for Improving Individual, Group, Personal Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
and Organizational Performance. . . . . . . . . . . . . . . . . . . . . . . . 2 Self-Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Requests for Training Programs . . . . . . . . . . . . . . . . . . . . . . . 2 Skills and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Professional Development Planning Services . . . . . . . . . . . . 2 Life Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Executive Leadership Coaching . . . . . . . . . . . . . . . . . . . . . . . 2 Financial Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
360-Degree Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Professional Growth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Facilitation Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Skills and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Team Building Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Working at Penn State . . . . . . . . . . . . . . . . . . . . . . . . . . 65
MBTI® (Myers-Briggs Type Indicator) Services . . . . . . . . . . . 2
Research Proposals and Projects . . . . . . . . . . . . . . . . . 73
Customer Service Consulting . . . . . . . . . . . . . . . . . . . . . . . . . 2
Customer Service Assessments . . . . . . . . . . . . . . . . . . . . . . . 2 Teams and Teamwork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Change Management Services . . . . . . . . . . . . . . . . . . . . . . . . 3 Group Dynamics: Skills for Thriving .
Planning Support for Retreats and Meetings . . . . . . . . . . . . 3 in a Team Based Environment . . . . . . . . . . . . . . . . . . . . 74
HRDC Lending Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Teamwork: Skills for Effective Working .
Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Program Series Available This Year . . . . . . . . . . . . . . . . . . . 3–4
Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Programs
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Book Summaries and Beyond . . . . . . . . . . . . . . . . . . . . . . . . 5
What You Need to Know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Career Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Skills and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85–94
Career Transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Map of University Park Campus . . . . . . . . . . . . . . . . . . . . . . 98
Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Oral Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Program Enrollment Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Written Communication . . . . . . . . . . . . . . . . . . . . . . . . . 23
Cross-cultural Communication . . . . . . . . . . . . . . . . . . . 28 Program Enrollment Form for Excellence in
Leadership and Management Programs . . . . . . . . . . . . . . 101
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Skills and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Program Enrollment Form for the
Office Professional Certificate . . . . . . . . . . . . . . . . . . . . . . . . 103
Diversity Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Diversity in Action: Increasing Awareness . . . . . . . . . . 32
Diversity in Action: Improving Skills . . . . . . . . . . . . . . 35
Organizational Equity . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Leadership and Management . . . . . . . . . . . . . . . . . . . . . . . . 37

Skills and Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Excellence in Leadership & Management . . . . . . . . . . 46

1
 Services for Improving Individual, Group,
and Organizational Performance
Requests for Training Programs
Programs and services advertised in this catalog
can be individualized and delivered upon request
to your campus, college, department, team, or
group. If your professional development needs
extend beyond the offerings in this catalog,
HRDC can develop a program to meet your spe-
cific requirements. Customized programs can be
delivered to any work unit at any location. Fees
are negotiated. For more information, contact
HRDC (814-865-8216, hrdc@psu.edu).
Professional Development
Planning Services
HRDC can help your campus, college, depart-
ment, team, or group to create and implement
comprehensive professional development plans
featuring an integrated “package” of custom-
ized programs and/or services. Some areas of
the University work with HRDC to create
and implement annual development plans that
ensure greater impact at a lower cost. A cost-
effective way to capitalize on the full range
of HRDC’s expertise is to tailor programs
and services to your group’s strategic priori-
ties. Depending on your group’s situation and
preferences, planning services may involve any
combination of the following components:
• Assessment of professional development
and/or organizational development needs
• Development of comprehensive plans
that include professional development
programs and/or organizational
development services
• Coordination of HRDC programs and
services with services offered by other
Penn State offices or providers to ensure
maximum impact
• Evaluation of the impact of professional
development programs and services
Some of these services are available at no
charge; fees for other services are negotiated.
For more information, contact HRDC
(814-865-8216, hrdc@psu.edu).
Executive and Leadership Coaching
Coaching services are designed to help cur-
rent administrators and emerging leaders—high
performing supervisors, managers, and direc-
tors—to improve work-related behaviors, deliver
higher-quality results, and fulfill their potential
through a four-month engagement. Coaching
engagements feature a customized process
involving a series of one-on-one sessions led by a
certified executive coach to help clients:
• Leverage and extend strengths
• Address challenges and improvement
priorities
• Achieve and sustain superior performance
at work
2
• Strengthen contributions to organizational
priorities
Coaching engagements typically include twelve
one-hour sessions, self-discovery and practi-
cal exercises completed between sessions, and
a DiSC personality style assessment. Benefits
include improved performance, enhanced lead-
ership impact, accelerated development for
future roles, and greater ability to overcome
weaknesses that limit effectiveness.
Fees are negotiated. For more information, con-
tact HRDC (814-865-8216, hrdc@psu.edu).
360-Degree Feedback
This confidential online assessment pro-
cess offers anonymous feedback about your
strengths and development needs as seen by
you, the person to whom you report, your
peers, and your direct reports [if applicable].
Different versions of the profile are available for
individuals with and without supervisory and
management responsibilities.
After you identify the individuals who will pro-
vide you with feedback, HRDC administers the
online questionnaire and then summarizes the
results in your feedback report. Your feedback
includes verbatim comments from all respon-
dents and average ratings of your performance
from different perspectives.
The process includes a meeting with an experi-
enced facilitator who will help you to interpret
your results in a motivating and non-threaten-
ing manner. You will prioritize strengths that
you can refine and extend, and target improve-
ment priorities to realize your potential and
elevate your performance.
360-degree feedback will help you invest your
professional development resources wisely by
focusing your development on areas of perfor-
mance that are critical for your effectiveness,
success, and achievement of your career goals.
Fees are negotiated. For more information,
contact HRDC (814-865-8216, hrdc@psu.edu).
Facilitation Services
HRDC offers a broad range of facilitation
services to help groups make decisions, solve
problems, and communicate more effec-
tively. Facilitation enhances group commu-
nication by creating an environment that
encourages people to share perspectives and
improve understanding. Use facilitation ser-
vices to ensure that your meetings, retreats, and
conferences are both productive and efficient.
A skilled facilitator can help your group follow
its agenda and avoid the hazards of tangential
discussions, unnecessary conflict, and emotion-
ally charged issues. Facilitation services may
include but are not limited to:
• Collaborative pre-planning of meeting goals
and activities
• Guidance for group discussion,
problem-solving, and decision-making
• Mediation to manage conflicts
• Development of action plans
Fees are negotiated. For more information,
contact HRDC (814-865-8216,
hrdc@psu.edu).
Team Building Services
HRDC offers training, facilitation, and
consulting services to help teams and groups
work cooperatively and productively with one
another. Customized team building can help
your team or group:
• Improve productivity, efficiency, and
goal completion
• Establish its mission, goals, and
action steps
• Address behaviors and dynamics that
may be pulling the group off-track
• Clarify the roles and strengths of each
group member
• Improve communication, manage
conflict, build consensus, and strengthen
collaboration
• Identify group challenges and develop
strategies to transform them into
opportunities for growth
Fees are negotiated. For more information,
contact HRDC (814-865-8216, hrdc@psu.edu).
MBTI® (Myers-Briggs Type
Indicator) Services
HRDC offers a range of services involving the
administration and application of the MBTI®
to strengthen working relationships based on
individual differences. In general, these services
focus on individual and/or group behaviors that
impact the achievement of goals in the work-
place. MBTI® results can be used to help each
group member work more effectively with dif-
ferent types of people. Services can be tailored
to enhance interactions among colleagues and
vertical communications, as well as interac-
tions with customers and clients. These services,
which are led by an MBTI®-certified facilitator,
may include:
• Debriefing of group results to capitalize
on strengths and growth opportunities, and
to identify action steps for improving pro-
ductivity and efficiency
• Individual coaching to capitalize on each
person’s strengths and growth opportunities,
and to identify action steps for improving
decision making
Fees are negotiated. For more information,
contact HRDC (814-865-8216, hrdc@psu.edu).
 S e r v i c e s f o r i m p r o v i n g i n d i v i d u a l , g r o u p, a n d o r g a n i z at i o n a l p e r f o r m a n c e / p r o g r a m s e r i e s ava i l a b l e t h i s y e a r
Customer Service Consulting
For units interested in enhancing customer ser-
vice, HRDC offers a broad range of custom-
ized consulting, training, and support services.
Services can be tailored to help your unit:
• Define or re-define your unit’s customer
service vision and standards
• Measure your unit’s customer service quo-
tient through a customer service assessment
• Keep the Fish™ philosophy of customer
service alive in your unit [if it has com-
pleted the FISH!™ program]
• Resolve ongoing, perplexing customer
service issues
• Transform your customer service culture
from good to great
• Develop strategies to attract more customers
Fees are negotiated. For more information,
contact HRDC (814-865-8216, hrdc@psu.edu).
Customer Service Assessments
For units interested in measuring, monitoring,
and improving their customer service, HRDC
offers customer service assessments. These
assessments are particularly useful for units
committed to improving student satisfaction.
A series of assessments may be scheduled to
ensure ongoing improvements and to track prog-
ress. Components of the this service include:
• Data collected from front line staff,
management, customers, and/or other
stakeholders
L ook what ’ s
Program Series Available This Year
HRDC offers workshops in a convenient series format so that you can
choose specific topics that meet your particular professional development needs.
Career Development
Key Strategies for
Advancing Your Career–p. 9
Re-energize by Expanding Options in
Your Current Position
Networking to Enhance
Your Career
communication
Achieving Results
through Effective
Communication – p. 13
Assertive Communication:
A Solution-Based Approach
Non-Verbal Communication: Speaking
Volumes Without Saying a Word
Managing Difficult
Communications –p. 14
Using Communication as a Tool
to Reach Your Potential
Managing Difficult Communications
Getting Into and Out of Destructive
Conversations
• On-site assessment of your unit’s customer Planning Support for Retreats
service culture, skills, knowledge, and and Meetings
practices HRDC offers a full-range of support services
• Off-site quantitative and qualitative analysis for planning retreats and meetings. HRDC’s
of your unit’s strengths and improvable services can help you to:
areas in terms of customer service
• Collect data to clarify your group’s needs
Deliverables include an executive summary
• Clarify goals and objectives for your retreat
as well as a detailed summary of findings and
or meeting
recommendations for improvement. At your
option, HRDC is available to help you imple- • Link your event to organizational goals
and priorities
ment recommendations.
• Plan customized sessions and activities
For pricing options and more information,
that are relevant and engaging
contact HRDC (814-865-8216,hrdc@psu.edu).
• Select a site that is appropriate for your
Change Management Services group’s needs
Support services are available to units facing orga- Fees are negotiated. For more information,
nizational change. Services may include training, contact HRDC (814-865-8216, hrdc@psu.edu).
facilitation, and consulting assistance for:
• Developing and communicating a vision HRDC Lending Services
for change Faculty and staff may borrow books,
videocassettes, and other materials from the
• Building support for change among
HRDC library at no charge. If you would
employees at all levels
like to preview a video or browse through
• Redesigning organizational structures our collection on the fourth floor of the James
and work processes M. Elliott Building, please visit between 8:30
• Improving processes for planning, and 4:30. For more information, call HRDC at
decision-making, and problem-solving 814-865-8216.
• Creating communication networks that
foster ownership for change at all levels
of the organization
For pricing options and more information,
contact HRDC (814-865-8216, hrdc@psu.edu).
a v ailable for 2 010 – 2 011 !
Conversational Languages Managing Anger Before Befriending Commas,
(New) - p. 15 It Manages You–p. 20 Semi-Colons, and other
Grammatical Guidelines –
Conversational Spanish Anger Management . . .
Conversational Arabic The Beginning p. 26
Moving From Frustration
Basic English Grammar:
Dynamic Conversations to Resolution What’s your GQ?
for Women–p. 17–19 Punctuation Mystery Solved:
Madlyn Hanes, Perspectives on
Conflict Resolution . . . S is for Semicolon
Leadership I Never Met a Conflict I One Last Look: Proofreading Techniques
Molly Meijer Wertheimer, Getting Your Couldn’t Manage!–p. 22
Point Across Effectively Understanding Conflict Writing with Confidence
Luanne Thorndyke, Graceful Self- Conflict Resolution Skills and Clarity–p. 27
Promotion Advance Conflict Resolution Skills Connecting to Your Audience:
Peggy Lorah, Appreciating Yourself Persuasive Business Writing
Coquese Washington, Leading is Powerful Tools for the Communication Your Message: Writing
FUNdamental: Develop a Winning Written Message–p. 24 for Clarity and Impact
Leadership Style
Preparing Effective Meeting Summaries
Barbara Korner, Training the Butterflies The Art of Understanding:
to Fly in Formation E-asy, E-ffective E-mail
Intercultural Commun-
Cathy Dufous, Managing Up: Strategies ication–p. 28
for Success with Your Boss
Excellence is not an accom- Still Talking 9 to 5: Gender
Gail Hurley, Leading and Supervising Communication in the Workplace
from the Heart plishment. It is a spirit, a never
ending process. Communicating Across Cultures
Renata Engel, Leveraging
Opportunities: Committee Work – Lawrence M. Miller Perceptions, Patterns, and Conflict
and Collaborations as Catalysts for
Professional Growth
continued on the next page
3
 P r o g r a m S e r i e s Ava i l a b l e t h i s y e a r

L ook what ’ s a v ailable for 2 0 1 0 – 2 0 1 1 !

Program Series Available This Year

HRDC offers workshops in a convenient series format so that you can
choose specific topics that meet your particular professional development needs.

leadership and Personal Effectiveness Realizing Your The Art of Listening: A Key
management Potential–p. 57-58 to Communication
Enhancing Productivity: Effective Group Dynamics in One Day
Focusing Your Energy to Realize
Meeting the Leadership Personal Strategies–p. 48 Your Potential
Challenge – p. 41 Eliminating Clutter Making the Most of Your Niche: The Art and Science
Model the Way Procrastinate . . . NOW! A Strategy for Growth of Teamwork–p. 76
Inspire a Shared Vision Key Strategies for Success: The Laws of Teamwork
Challenge the Process Getting Your Act The Magic of Mentoring and Discovering Creativity in
Enable Others to Act Together–p. 49 Productive Failure Work Groups
Encourage the Heart Cultivating the Attitude of Success Discerning and Applying Collaboration
Getting Organized!
Optimizing Your Time of Work
Performance Management: Getting Your Act Together: Professional Growth
Staff Review and Develop- Convenient One-Day Format Mastering the Power of
ment at Penn State–p. 42 Change and the the MBTI® For Creating
Recharging Your Energy Workplace–p.64 Effective Workplace
Launching the Performance
Management Process by Defining in the Workplace and Going with the Flow of Change Interactions–p. 80
Expectations, Part I Beyond–p. 50 Working Effectively with Others Unlocking Opportunities by Embracing
Conducting Reviews and Planning for During Change Differences
Mindfulness for Everyday Stress
Performance Improvements, Part II Juggling the Dynamics of Change The Challenge of Building Alliances
Stress Management: The Nutrition
Connection Using Personal Energies
My philosophy is that life is Teams and Teamwork Oh, So That’s What You Meant!
all about learning and grow- Interpreting Communication
ing, and that life can be a real
Making the Most of Your Dynamics of Group with MBTI ®
adventure of learning, growing,
Memory–p. 54 Communication–p. 75 High Impact Change Management
Memory Tips, Tricks, and Techniques High Impact Customer Interactions
compassion, and joyfulness. Enhancing Communication to
Memory—Making It Stick Strengthen Teamwork
– John Mackey

F o r a c o m p l e t e l i s t o f n e w p r o g r a ms , s e e t h e fr o n t o f t h e c a t a l o g .

4
Book Summaries and Beyond
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program. If you
miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Blink: The Power of Thinking
without Thinking BSB 002
Patricia Shope Faculty and Staff: $69 Others: $83
Faculty and Staff: $69 Others: $83
Blink by Malcolm Gladwell synthesizes
research in several disciplines to explore
the “decisive glance”—the first two seconds
of looking that often leads to on-the-spot-
decisions. Utilizing case studies as diverse
as speed dating, pop music, and the failure
of “New Coke,” the author reveals that
decisions made in the “blink of an eye”
are quite complex. Drawing on cutting-
edge neuroscience and psychology, Gladwell
shows how the difference between good and
bad decision-making often has less to do
with the amount of information we process
than with “thin slicing”—the few particular
details on which we focus. This program will
help you to:
• Explore how we make decisions
• Think about thinking
• Prepare our mind and senses to focus
on the most relevant facts
• Discover when it’s best to blink
rather than think
• Determine when to trust first
impressions
Schedule for One Offering
hh Oct. 12, 2010 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
A Leader’s Legacy BSB 005
Patricia Shope
A Leader’s Legacy is a compilation of power-
ful essays that explore the question of lead-
ership and legacy by James M. Kouzes and
Barry Z. Posner. These essays are grouped
into categories covering significance, rela-
tionships, aspirations, and courage. The
authors examine critical questions all lead-
ers must ask themselves in order to leave a
positive and lasting impact. Participants will
explore these key concepts:
• Discover why being an effective leader
involves serving others
• Explore how a forward-looking
perspective is integral to a leader’s vision
• Reflect on moments of courage
• Discuss why it’s alright to fail at
your endeavors
Schedule for One Offering
hh Nov. 10, 2010 Wed 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Getting Unstuck BSB 007
Bennett Hoffman it is to the top of Mount Everest or to the top of
Faculty and Staff: $69 Others: $83
Do you feel like you’re in a rut or have come
to an impasse in your work and personal
life? You’re convinced that something must
change! Join us for this insightful program
based on the book, Getting Unstuck: How
Dead Ends Become New Paths by Timothy
Butler, a psychotherapist and director of
Career Development at Harvard Business
School. Explore a practical six-step process
to dig deep and confront unresolved issues.
Discover your forgotten interests and pas-
sions that have disappeared, and learn how
to identify an impasse and move beyond it.
Failure to “get unstuck” can put your work
and personal life at risk. In this interactive
seminar, you will learn a practical and reli-
able road map for moving past your imme-
diate impasse and defining a meaningful
path to move forward. This program will
help you to:
• Learn to recognize a state of impasse
and use it as a springboard for real
change
• Discover how to identify activities,
rewards, work cultures, and communi-
ties that will rejuvenate you
• S ee how to make choices that transform
your new vision into reality
• Awaken your imagination
Topics
• Practical six-step process to confront
unresolved issues
• Recognizing a state of impasse
• Strategies for moving beyond an impasse
• Achieving the ultimate goal of change
Schedule for One Offering
hh Dec. 14, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Climbing to the top demands strength, whether
your career.
– Abdul Kalam
The Last Lecture BSB 008
Rick Capozzi
Faculty and Staff: $69 Others: $83
Professors sometimes give talks titled The
Last Lecture. In these lectures professors
typically discuss what they would like
to impart to the world as their lega-
cy. Professor Randy Pausch at Carnegie
Mellon was asked to give The Last Lecture
after being diagnosed with terminal can-
cer. The lecture Randy Pausch gave,
“Really Achieving Your Childhood Dreams,”
emphasized the importance of overcoming
obstacles, enabling others’ dreams, and
seizing every moment. The video of The
Last Lecture will be shown and discussed in
this seminar. In this program, you will:
• Be inspired to reach your dreams
• Discover how persistence can pay off
• Explore the person you want to be
Schedule for One Offering
hh Jan. 19, 2011 Wed 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
5
 book summaries and beyond
Crucial Conversations:
Tools for Talking When for Resolving Broken Promises,
Stakes are High BSB 009
Stephanie Flanagan Bad Behavior BSB 010
Faculty and Staff: $69 Others: $83
When stakes are high, opinions vary, and
emotions run strong! What do you do? Do
you avoid crucial conversations and suffer
the consequences, or do you handle the
conversations badly and suffer the conse-
quences? Whenever you’re not getting the
results you’re looking for, it’s likely that a
crucial conversation is keeping you stuck.
Whether it’s a problem with quality, declin-
ing customer satisfaction, or a strained rela-
tionship, crucial conversations can be your
key to improvement. This program gives
you the tools you need to step up to life’s
most difficult and important conversations
at work or at home. This program is based
on the New York Times bestseller, Crucial
Conversations, by Kerry Patterson, Joseph
Grenny, Al Switzler, and Ron McMillan.
This program will help you:
• Prepare for high-impact situations
• Be persuasive rather than abrasive
• Develop the ability to listen when
others “fly off the handle” or “clam up”
• Transform crucial conversations into
action and results
Schedule for One Offering
hh Feb. 15, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
6
Crucial Confrontations: Tools
Violated Expectations, and
Rick Capozzi
Faculty and Staff: $69 Others: $83
Do you have trouble initiating face-to-face
accountability discussions? Do you ignore
crucial confrontations when others’ break
promises, miss deadlines, and violate pro-
cedures? If you live in a “culture of maybe”
where predictability, consistency, and integ-
rity drop while your blood pressure rises, it’s
time to incite rapid change and experience
real results. In this program you will experi-
ence a hands-on problem-solving approach
to enhance accountability, improve perfor-
mance, and ensure execution. Develop skills
to resolve pressing problems, strengthen
relationships, increase quality, and improve
morale, by learning the principles for hold-
ing effective crucial confrontations. This
program is based on the New York Times
bestseller, Crucial Confrontations, by Kerry
Patterson, Joseph Grenny, Al Switzler, and
Ron McMillan By attending this program,
you will be able to:
• Explore how to master your emotions
• Describe issues in ways that don’t
cause defensiveness
• Motivate others without using threats
• Deal with violated expectations without
harming relationships
Schedule for One Offering
hh Mar. 22, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Confidence BSB 006
Bennett Hoffman
Faculty and Staff: $69 Others: $83
Presidents, managers, coaches, and indi-
viduals have the power to choose how they
deal with a loss, and whether they are going
to allow it to be the beginning of a trend,
or have the confidence to learn how to
win next time. By studying winning and
losing teams, companies, and organiza-
tions, Harvard Business School Professor
Rosabeth Moss Kanter has found the keys
to confidence and the way to find it when
it is lost. Confidence presents the new theory
and practice of success, and explains why
success and failure are not mere episodes
but self-perpetuating trajectories. This pro-
gram will enable you to:
• Identify the three cornerstones of confi-
dence and use them to be an optimistic
winning team.
• Discover how winning streaks and
losing streaks begin and end
• Explore how the lack of confidence can
become a self-fulfilling prophecy
• Learn strategies to apply the steps neces-
sary to create a culture of confidence
Schedule for Two Offerings
hh Mar. 23, 2010 Tue 10:00 - 12:00
hh Apr. 26, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: The March offering will be held
in 233 HUB-Robeson Center; the April
offering will be held in 334 James M. Elliott
Building

Put the Moose on the Table BSB 003
Patricia Shope Sue Cromwell Micromessages: Read Between
Faculty and Staff: $69 Others: $83
Like a moose in our living rooms, some prob-
lems are just too hard to ignore. We may want
to keep them out of sight, but they have a
way of hanging around and demanding our
attention. Put the Moose on the Table captures
the lessons learned by the author, Randall
Tobias, over the course of his life and career.
Explore his experiences and the leadership les-
sons that he learned by putting the moose on
the table, and openly addressing issues before
they run completely amok. Tobias’ message is
that leadership is a journey of challenge and
promise that requires us to transform change
into competitive advantage, while always striv-
ing to do the right thing. This program will
help you to:
• Enhance successful communications
• Determine when to pursue depth
vs. breadth
• Establish boundaries based on values
and priorities
• Increase the ability to recognize
opportunities
Schedule for Two Offerings
hh Apr. 15, 2010 Thu 2:00 - 4:00
hh May 11, 2011 Wed 2:00 - 4:00
Each offering meets for one session.
Location: The April offering will be held in
233 HUB Robeson Center; the May offering
will be held in 431 James M. Elliott Building
The 8th Habit BSB 004
Faculty and Staff: $69 Others: $83
Today’s professional and personal challenges
are more formidable than ever. Innovating,
excelling, and leading in this new reality
requires a new mind-set and a new skill-
set. The 8th Habit: From Effectiveness to
Greatness extends the 7 Habits to take us
beyond effectiveness to the path leading to
greatness. This program will help you to:
• Develop the 4 Intelligences/Capacities
• Use your voice wisely to serve others
• Tap the limitless value-creation promise
of the “Knowledge Worker Age”
Prerequisite(s): The Seven Habits of Highly
Effective People
Schedule for Two Offerings
hh May 26, 2010 Wed 2:00 - 4:00
hh Feb. 3, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Let’s Get to “Yes”: Negotiating
to Agreement BSB 011
New Program
Angela Rogers workplace
Faculty and Staff: $69 Others: $83
Do you sometimes negotiate with others to
reach agreement about how to get things
done? Have you ever felt you had to give
in or force your counterpart to give in,
resulting in lack of commitment or dis-
trust afterward? Or perhaps you have an
important negotiation opportunity coming
up. This program will help you to plan a
practical strategy for virtually any negotia-
tion challenge, and to implement that plan
with a positive mindset for obtaining the
best outcome for both you and your coun-
terpart, without giving in. This program is
based on the bestselling book Getting to Yes:
Negotiating Agreement without Giving In by
Roger Fisher and William Ury. The work-
shop is designed to help you to apply the
guidelines presented in the book to:
book summaries and beyond
• Recognize the problem with negotiating
based on each person’s position
• Discover and use the four-point meth-
od: people, interests, options, criteria
• Identify your BATNA—Best Alternative
to a Negotiated Agreement
• Handle resistance
Schedule for Two Offerings
hh Dec. 15, 2010 Wed 9:00 - 11:00
hh Apr. 19, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
the Lines BSB 012
New Program
Carol Eicher
Faculty and Staff: $69 Others: $83
Should you sweat the small stuff?
Absolutely, says Stephen Young, the author
of Micromessaging: Why Great Leadership is
Beyond Words. Micromessages such as your
non-verbal gestures, choice of words, inflec-
tions, and tone of voice are all part of the
messages that you communicate. Negative
micromessages can undermine your mis-
sion, day-to-day operations, and, at an
extreme, your entire unit. This program will
help you to diffuse negative micromessages
and use positive micromessages to spark
creativity, improve performance, and exceed
goals. This workshop will help you to:
• Identify and address familiar
micromessages
• Discover your biases and preconceived
notions
• Constructively address micromessages to
create positive change
• Encourage open discussion in the
• Utilize tools for deploying
microadvantages
• Conduct self-assessments
• Develop solutions to help interpret and
alter ingrained behaviors and their effects
Schedule for One Offering
hh Oct. 14, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
I am always doing that which I can not do, in
order that I may learn how to do it.
– Pablo Picasso
7
Career Development
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program. If you
miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Skills and Tools
Personal Branding: How Does
That Help My Career? CAR 039
Diane Brown Topics
Faculty and Staff: $89 Others: $107
Who you are and how you are perceived
are what define you as a professional. Your
job-related expertise is just part of the equa-
tion when it comes to career success. Your
personality, personal appearance, and values
also define the value of your personal brand.
Assuming that your hard work will speak
for itself can be a risky strategy. Relying on
your personal branding to speak for you
and your work each and every day is smart
career planning. Attend this enlightening
seminar and discover how personal brand-
ing and career growth contribute to your
success. This program will help you to:
• Stand out from the crowd
• F
ocus on your career in a comprehen-
sive manner
• Feel more confident every day
Schedule for One Offering
hh Oct. 27, 2010 Wed 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
To dream anything that you want to dream.
That is the beauty of the human mind. To
do anything that you want to do. That is the
strength of the human will. To trust yourself to
test your limits. That is the courage to succeed.
– Bernard Edwards
Resume Preparation CAR 002
Cindy Campbell • Priorities
Faculty and Staff: None Others: $20
Joint offering of HRDC and Employ-
ment and Compensation
Whether your resume needs a quick update
or a major overhaul, this program offers
useful tips for presenting yourself effec-
tively. Discover how to design, organize, and
maintain your resume to accurately reflect
your skills and experience. This session will
help you to:
• Create resumes and cover letters that
get noticed
• Realize the importance of resumes in
career planning
• R
ecognize the essential information to
be included in resumes
• Organize information on your resumes
8
• Identify the key elements of good
cover letters
• Understand the basic features of the
electronic bidding system at Penn State
• Resume styles
• Resume content
• Cover letter preparation
• Pre- and post-interview tasks
Schedule for Two Offerings
hh Nov. 3, 2010 Wed 1:30 - 2:45
hh Apr. 26, 2011 Tue 1:30 - 2:45
Each offering meets for one session.
Location: 431 James M. Elliott Building
Interviewing Skills for Career Fitness CAR 037
Job Applicants CAR 007 Stephanie Flanagan
Cindy Campbell Faculty and Staff: $89 Others: $107
Faculty and Staff: None Others: $20 How do you keep your career healthy? Just
like a commitment to exercise, devoting the
Joint offering of HRDC and Employ-
ment and Compensation time is step one. Step two is deciding what
to do to with that time. This workshop will
This program helps job applicants to take
their interviewing skills to the next level. help you to set career goals with an action
It is designed to increase applicants’ con- plan to reach those goals. Define your
fidence in handling interviews through personal success based upon your values,
skills, and priorities. This program will help
insight into the dynamics of interviews and
techniques for making interviews work for you to:
you. Knowledge of resume preparation is • Clarify your career goals
assumed. This program also explores legal • Profile your values, skills, and priorities
issues related to job interviews and strategies • Develop a career development plan
for responding to typical interview ques- • Use your annual Professional
tions. This program will help you to:
Development Plan as a career
• Target cover letters to job requirements development tool
• Identify different types of interviews • Keep your career fit and healthy
• Demonstrate “interviewing etiquette”
Topics
• Field questions and manage interview
anxiety
• Goals
• Control the content of the interview
• Career development and maintenance
Topics
Schedule for One Offering
• Assessing your skills
hh Sep. 21, 2010 Tue 2:00 - 4:30
• Writing targeted cover letters
• Answering tough questions Each offering meets for one session.
• Legal issues in interview situations Location: 431 James M. Elliott Building
• Turning negative situations into
positive answers
• Researching the employer Career Fitness
• “Dos” and “don’ts” of interviews Along with getting your career in shape,
why not keep the rest of your life in bal-
Schedule for Two Offerings ance as well? Getting your career in line
hh Nov. 3, 2010 Wed 3:15 - 4:30 can be rather stressful at times. Learn how
to reduce the effect of stress naturally
hh Apr. 26, 2011 Tue 3:15 - 4:30
with help from Stress Management: The
Each offering meets for one session. Nutrition Connection, on page 50.
Location: 431 James M. Elliott Building

Identify Your Strengths and Align
Them with Your Work CAR 038
Diane Brown
Faculty and Staff: $104 Others: $122
Price includes cost of book,
StrengthsFinders 2.0
Bring your strength assessment results and
the book with you to the program.
If you just focus on overcoming weak-
nesses, it’s difficult to make the most of
your strengths. Focusing on strengths will
enhance your performance and satisfac-
tion in both current and future posi-
tions. This program, based on the book
StrengthsFinders 2.0, helps you capitalize on
strengths for greater personal and profes-
sional success. You will receive a copy of the
book before the program. To prepare for
this seminar, you are asked to complete in
advance a web-based profile and bring your
summary of strengths along with the book
to the workshop. The unique access code
for the web-based strengths profile is listed
in your copy of the book. This program
will help you to:
• Differentiate between skills that can be
improved vs. enduring talents
• Identify your top five strengths and how
to build on them to further enhance
your performance
• Translate your “signature themes” into
personal and career success
• Develop an Action Plan to build on
your strengths by engaging others who
may have similar or different strengths
Topics
• Self-assessment of strengths
• Using your talents to plan for success
• How your strengths work together
Please register at least three weeks before
this program to allow ample time for you
to receive the book and complete the self-
assessment of strengths. You do not need to
read the book prior to the program.
Schedule for Two Offerings
hh Mar. 4, 2010 Thu 9:00 - 12:00
hh May 18, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
This has given me the positive tools to apply
to all aspects of my daily life. A great help to
work toward my professional goals.
– Participant in Identify Your Strengths and
Align Them with Your Work
Career development
H R D C P rogram series
Key Strategies for
Advancing Your Career
CAR 033
Faculty and Staff: $69 per seminar or $117 for both seminars
Others: $83 per seminar or $141 for both seminars
Discover how you can shape your career
by maximizing your options and recog-
nizing new possibilities! In today’s envi-
ronment of rapid workplace change, it
can be difficult to recognize the oppor-
tunities surrounding you. This series
features key strategies for enhancing
your career opportunities and making
informed decisions about the future
directions of your career.
Re-energize by Expanding Options
in Your Current Position CAR 032
HRDC Presenter
Faculty and Staff: $69 Others: $83
If you, like many others, feel “limited” Networking to Enhance
in your current position, perhaps you Your Career CAR 034
should consider exploring alternatives Stephanie Flanagan
other than searching for a new job. Faculty and Staff: $69 Others: $83
More specifically, this program will Are you ready to take your career to the
help you to: next level but unsure how to proceed?
• Take control of your career by The first step in successfully marketing
developing your potential yourself is to learn from knowledge-
• Gain the self-confidence to make able people in your area of expertise.
“good” career decisions and to This program offers proven strategies for
keep growing strengthening your career. In particular,
• Take the initiative to move toward this program will help you to:
your career goals right away • Establish a network of contacts,
• Refine and develop new skills in colleagues, and mentors
your current position • Use networks to learn more about
career building opportunities
Topics
• Develop the habit of building
• Seeing the big picture
relationships and win-win scenarios
• How to make suggestions that count to help meet your career goals
• Communication and networking tips
Topics
• Cultivating creativity and innovation
• How to approach business
• Learning from your mistakes relationships
Schedule for One Offering • Building contacts in your area
hh Jan. 11, 2011 Tue 9:00 - 11:00 of expertise
Each offering meets for one session. • Networking as a personal habit
Location: 431 James M. Elliott Building Schedule for One Offering
hh Jan. 18, 2011 Tue 9:00 - 11:00
The secret of joy in work is contained in
one word—excellence. To know how to do Each offering meets for one session.
something well is to enjoy it . . . To find joy in Location: 431 James M. Elliott Building
work is to discover the fountain of youth.
– Pearl Buck
9
 Career development
What You Do Today Impacts
Your Career Tomorrow CAR 041
HRDC Presenter Baby Boomers: Pre-Retirement
Faculty and Staff: $89 Others: $107
Just graduated from college and starting
your career? Been working for a while
and just can’t get promoted? Consider
how everyday behaviors impact your career
path. It’s more than showing up for work.
This program explores the messages sent by
what you say, what you wear, and how you
act—each and every day. This program will
help you to:
• Determine how everyday actions link
to future promotions
• Create a memorable professional image
• Determine appropriate use of cell
phones, Instant Messaging, and other
technology
Topics
• Technology etiquette
• Attitude “says it all”
• Marketing yourself
Schedule for Three Offerings
hh Apr. 27, 2010 Tue 9:00 - 12:00
hh Dec. 14, 2010 Tue 9:00 - 12:00
hh Apr. 20, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Destiny is not a matter of change, it’s a matter
of choice; it is not a thing to be waited for, it is
a thing to be achieved.
– William Jennings Bryan
10
Career Transitions
Options and Opportunities CAR 040
HRDC Presenter Joint offering of HRDC and Outreach
Faculty and Staff: $89 Others: $107
It’s a fact: Baby Boomers will begin retiring
during the next ten years. Perhaps you’ve
been thinking, “I’m too young to retire
and stay at home;” or “I’d like to try a new
career.” If so, this program is for you. This
session, based upon the book Portfolio Life:
The New Path to Work, Purpose, and Passion
After 50, delves into the challenges faced
by mature workers who are considering
retirement. This program explores alterna-
tives to traditional retirement that include
a balanced mix of work, learning, leisure,
family, and giving back. This program will
help you to:
• Identify your strengths and talents
• Separate “you” from what you do
• Weigh the risks and rewards of a
new focus
• Determine purpose and passion
Topics
• Networking
• Volunteering
• Creating a “life portfolio”
Schedule for Two Offerings
hh Sep. 16, 2010 Thu 8:30 - 11:30
hh Mar. 2, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
How to Become an Effective
Online Learner CAR 036
Shannon Ritter
Faculty and Staff: None Others: $20
Advising and Learner Services
With job and family obligations, many
adults are exploring online learning as a
way to earn a degree while juggling work
and personal commitments. Penn State’s
World Campus utilizes technology such
as e-mail, threaded discussions, and online
course management systems to make learn-
ing more convenient and efficient. This
seminar will help you determine whether
you are really ready to be an online learner.
Discover what online learning is all about
and whether you have the computer, time-
management, and self-study skills needed
to be successful. Join the discussion and
share the excitement of becoming an effec-
tive online learner as you:
What You Do Today
Impacts Your Career
Tomorrow
The right attitude will help you to achieve a
satisfying career, an unforgettable profes-
sional image, and a positive outlook. Why
not complete the puzzle by learning how to
develop stronger work relationships and
attend Teamwork at New Levels, found on
page 77.

• Consider your personal and work
commitments
• Prepare by brushing up on your
computer and technology skills
• Familiarize yourself with online
learning resources
• Set realistic goals and expectations
• R
ealize that you can’t finish a course
in seven days
Schedule for Two Offerings
hh Mar. 22, 2010 Mon 2:00 - 4:00
hh Feb. 9, 2011 Wed 9:00 - 11:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
What Got You Here Won’t • Career advancement
Get You There CAR 044
New Program a vocation and a career
Rick Capozzi
Faculty and Staff: $111 Others: $129
Price includes cost of book, What Got
You Here Won’t Get You There
The world is filled with executives who
have mastered the skills necessary to move
forward in their careers. This program
is based on executive coach Marshall
Goldsmith’s book What Got You Here Won’t
Get You There, which describes that subtle
nuances make all the difference. These are
small “transactional flaws”—how one per-
son interacts with another (as simple as not
saying thank you enough)—which lead to
negative perceptions that can derail anyone
at any level. Using Goldsmith’s straightfor-
ward advice, it’s amazingly easy to cultivate
behaviors that will help “get you there.”
Participants in this program will:
• Discover how successful people become
even more successful
• Review the “20 Bad Habits” that may
be holding you back
• Refine your interpersonal behaviors
• Interpret when and how to say
“thank you”
• Adapt new behaviors to climb the next
few rungs of the ladder
Topics
• Interpersonal communication
• Turning development areas into strengths
Schedule for Two Offerings
hh Oct. 7, 2010 Thu 1:30 - 4:30
hh Mar. 17, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Pursuing Your Career
with Passion!
Use the elements of your life purpose to
help develop a plan for bringing together
your personal and professional ideals
through Aligning Your Values and Your
Time, located on page 56.
Career development
Pursuing Your Career
with Passion! CAR 035
Patricia Gouse
Faculty and Staff: $69 Others: $83
“Your focus determines your reality.” That
is what Qui-Gon Jinn, a wise and powerful
Jedi, says in Star Wars Episode I. Amidst
the demands of today’s workplace, we may
not have the time or energy to reflect upon
our careers. Are you on the career path that
is right for you? Will the career path you are
following lead to the success and fulfillment
you desire? If you feel your career is not yet
connected to the essence of who you are,
this seminar is for you. Through interactive
discussions and explorative activities, you
will learn how to:
• Identify elements of your life purpose
• Recognize the difference between
• Create workplace rituals that support
your career goals
• Use sacredness in your interpersonal
interactions
• Create your purpose-driven career
Schedule for Two Offerings
hh May 12, 2010 Wed 2:00 - 4:00
hh Jun. 14, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
11
Communication
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program.
If you miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Oral Communication
Verbal Judo: Communicating in
Challenging Situations COM 139
HRDC Presenter Whatever role you play in your organiza-
Faculty and Staff: $89 Other: $107
Do you often find yourself at a loss for
words in situations where you feel you are
being verbally attacked? Hostile language
or verbal abuse in the workplace can place
you at a disadvantage unless you are pre-
pared and willing to diffuse its impact.
This program is designed to provide you
with tools and techniques for responding
appropriately when you are faced with
verbal confrontations or have to deal with
challenging personalities. In this session,
participants will:
• Explore basic principles of verbal judo
(self-defense)
• Examine difficult work relationships
• Identify strategies for effectively dealing
with challenging verbal confrontations
• Develop action plans for bringing out
the best in people
Topics
• Verbal attacks
• Challenging behaviors
• Verbal self-defense strategies
Schedule for Three Offerings
hh Mar. 18, 2010 Thu 1:30 - 4:30
hh Aug. 10, 2010 Tue 9:00 - 12:00
hh Feb. 10, 2011 Thu 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
12
The Essentials of Communicating
with Tact and Finesse COM 140
Tammy Miller • Learn how to make communication
Faculty and Staff: $89 Others: $107
tion, the degree of career success you enjoy is
affected by your skills in communicating with
others on the job. This seminar will help you
communicate more powerfully, more dip-
lomatically, and more effectively with every
encounter. This session will help you to:
• Uncover why most “listeners” talk
too much
• Use “attentive silence” to free the
speaker to think, feel, and express
• Learn how to “get your foot out of your
mouth” when you’ve made a statement
you regret
• Devise practical strategies to get
someone to listen to you
• Deal verbally with backstabbing,
ridicule, and other aggressive tactics
Topics
• What to do when the person you’re
listening to just can’t seem to get to
the point
• How to communicate diplomatically
• Powerful communication
Schedule for Two Offerings
hh Jul. 14, 2010 Wed 9:00 - 12:00
hh Jan. 12, 2011 Wed 1:30 - 4:30 Would you like to gain new insight into
Each offering meets for one session.
Location: 431 James M. Elliott Building
We were all drawn in to examples, and the
presentation-it kept us involved and focused.
– Participant in Planning for Success
Planning for Success COM 113
Bennett Hoffman Cost: Negotiated
Every time two or more people gather, a
group forms and communication occurs.
As people come together in groups to
achieve goals, there are specific communi-
cation practices that can contribute to pro-
ductivity and build credibility. Conversely,
there are communication practices that can
destroy or implode a working group. In this
seminar participants will:
• Identify communication practices
that contribute to the health of an
organization
• Recognize communication practices
that contribute to the destruction of
an organization
• Discover strategies for addressing those
negative practices
a strategic process
Topics
• Group dynamics
• Organizational communication
To request this program for your college,
department, team, or group, call
814-865-8216.
Applying Meditation
Skills to Conflicts at
Work and Home
your strengths, leadership style, and areas
of improvement? Take a look at Leading
Through Challenges, on page 43, to help you
discover a new way to rise above everyday
constraints and obstacles.

Navigating the Maze of H R D C
Workplace Politics COM 110
Rhonda Mateer-Ross Cost: Negotiated
Where there are human beings, there will be
politics. Therefore, there will always be poli-
tics in the workplace. Workplace politics can
range from a challenge of authority and use
of power to conflicts of values and different
needs or expectations. It is helpful to under-
stand workplace organizations as political
systems in order to experience success in
an organization. This workshop will help
you understand and navigate the positive
and negative aspects of workplace political
dynamics. In this seminar you will:
• Define and distinguish between positive
and negative workplace politics
• Learn strategies to work through
negative political situations in
the workplace
• Incorporate positive politics into
your actions to reduce resistance
to your ideas
• Create a plan that reflects positive
political workplace strategies
Topics
• Office politics
• Conflict resolution
• Interpersonal effectiveness
To request this program for your college,
department, team, or group, call
814-865-8216.
Enhanced Communication Skills for IT
and Technical Professionals COM 123
Bennett Hoffman Cost: Negotiated
Strong communication skills that comple-
ment your technical expertise are essential in
today’s team-oriented workplace. Discover
practical guidelines for communicating with
colleagues who do not have a technical back-
ground. This program will help you to:
• Minimize re-work resulting from
communication break downs
• Recognize and address common barriers
to effective communication
• Listen actively to really tune into
co-workers
• Improve communication to get the
responses you want
• Use diagrams and other visuals to
supplement verbal messages
• Determine when e-mail may not be the
best communication method
• Be assertive without being intimidating
To request this program for your
college, department, team, or group,
call 814-865-8216.
P rogram
Achieving Results through
Effective Communication
COM 059
Faculty and Staff: $89 per seminar or $151 for both seminars
Others: $107 per seminar or $182 for both seminars
Improve your communication effective-
ness through this series of skill-building
workshops that offer proven skills, tools,
tips, and techniques. The programs in
this series build on one another to equip
you to communicate effectively, break
through blocks, and build understand-
ing in your communications.
Assertive Communication:
A Solution-Based
Approach COM 061
Stephanie Flanagan/Brynn Rousselin confusion or build understanding. This
Faculty and Staff: $89 Others: $107
Do you speak eloquently when you are
alone, but get tongue-tied when dealing
with others? Do you have thoughts to
share, but don’t feel like others listen?
Developing an assertive communication
style can help you partner with those
you work with to build credibility and
make more informed decisions. This
program will help you to:
• Recognize non-assertive, assertive,
and aggressive communication styles
• Recognize your motives and their
potential impact on communications
• Use feedback to check perceptions,
achieve understanding, and partner
with others to find viable solutions
• Practice strategies for communicating
assertively in a variety of situations
Topics
• “Owned statements”
• Assertive communication continuum
• Accountability
Schedule for Two Offerings
hh May 6, 2010 Thu 2:00 - 4:30
hh Mar. 16, 2011 Wed 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
c o m m u n i c at i o n
series
Non-Verbal Communication:
Speaking Volumes Without
Saying a Word COM 080
Rick Capozzi
Faculty and Staff: $89 Others: $107
What do your eyes say? Your gestures?
Your tone? Understanding the power
of nonverbal behaviors in our commu-
nications is key to our effectiveness as
communicators. This workshop explores
the crucial role non-verbal behaviors
play in the workplace to either cause
program will help you to:
• Identify non-verbal cues
and messages
• Recognize the potential implications
of non-verbal messages
• Explore methods to become a more
effective communicator non-verbally
Topics
• Forms of non-verbal communication
• Interpreting and sending non-verbal
messages
• Strategies for communicating clearly
and checking assumptions
Schedule for Two Offerings
hh May 13, 2010 Thu 2:00 - 4:30
hh Mar. 23, 2011 Wed 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Excellent class! I will definitely be more
aware of non-verbal communication from
others and also pay more attention to my
own non-verbal communication.
– Participant in Non Verbal Communication:
Speaking Volumes Without Saying a Word
13
 c o m m u n i c at i o n
H R D C
Managing Difficult Communications
Faculty and Staff: Fee as shown for each seminar or $205 for all three seminars
Others: Fee as shown for each seminar or $244 for all three seminars
Some conversations just flow, and you
feel refreshed and energized upon their
completion . . . and then there are those
conversations that challenge you to draw
on all the diplomacy, tact, and emotional
control you have just to get through
them. What makes the difference? Is
it your attitude and approach? Is it the
time of day? Is it some unresolved busi-
ness? Well, if difficult communications
have gotten the best of you in the past,
and you want to see a different outcome,
then this series is for you!
Using Communication as a Tool
to Reach Your Potential COM 115
Claire Brannen tions can be turned around and put back
Faculty and Staff: $69 Others: $83
The first lesson for becoming a better
communicator is to have a clear idea of
who you are and where you are going.
This workshop helps you to analyze effec-
tive communication strategies that are
designed to increase your effectiveness,
rise to your potential, and advance your
career. This seminar will help you to:
• Review techniques for effective
communication
• Understand different styles of
communication
• Recognize “credibility killers”
• Develop strategies to use communica-
tion to advance your career
Topics
• Communication
• Interpersonal effectiveness
Schedule for Two Offerings
hh Apr. 1, 2010 Thu 10:00 - 12:00
hh Oct. 12, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Excellent handouts and scenarios . . .
some very good suggestions on how to
look at a situation.
– Participant in Managing Difficult
Communications
14
P rogram series
COM 097
Managing Difficult
Communications COM 126
Rhonda Mateer-Ross
Faculty and Staff: $69 Others: $83
Managing difficult communications is a
skill that can be learned and one that must
be practiced to stay sharp and effective. Are
you overwhelmed when confronted? Do
your emotions take over when facing a dif-
ficult communication? Do you often feel
powerless in the face of the “powerful?” If
you are interested in learning how to tame
the emotions that cause you to feel uncom-
fortable when sharing or receiving difficult
communications, then this program can
help you to:
• Communicate with trust and respect
• Recognize your sources of power to
influence outcomes
• Provide effective feedback
• Use supportive communication
techniques
Topics
• Handling negativity
• Power and influence
Schedule for Two Offerings
hh Apr. 8, 2010 Thu 10:00 - 12:00
hh Oct. 19, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Getting Into and Out of
Destructive Conversations COM 116
Claire Brannen
Faculty and Staff: $101 Others: $119
Price includes cost of book, Difficult
Conversations: How to Discuss What
Matters Most
We all know how destructive a conversa-
tion can be when things go wrong or
when two people fail to see eye-to-eye.
Individuals become defensive, there is an
absence of helpful feedback, and an “us
versus them” mentality can set in. This
seminar explores where conversations
go wrong and what happens when they
do. It also examines how these conversa-
on track toward positive results. In this
seminar, you will:
• Compare constructive and destructive
conversations
• Review the sources and outputs of
destructive conversations
• Learn strategies for dealing with
difficult conversations
• Prepare for potentially difficult
conversations
Topics
• Conflict resolution
• Interpersonal effectiveness
Schedule for Two Offerings
hh Apr. 15, 2010 Thu 10:00 - 12:00
hh Oct. 26, 2010 Tue 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Managing Difficult
Communications
Communicating your ideas can be frus-
trating if you can’t find the right words.
Overcome common communication chal-
lenges in Enhancing Communication to
Strengthen Teamwork. See page 75 for
more details.

N ew H R D C P rogram
Conversational Languages
COM 169
Faculty and Staff: $389 per seminar or $682 for both seminars
Others: $453 per seminar or $791 for both seminars
Expand your communication skills with
this series of workshops that offer effec-
tive language-learning techniques to
enable you to speak and understand
Spanish and Arabic. The presenters are
native speakers of these languages so you
will spend your time learning to speak
the language to gain real conversational
skills.
The basic building block of good communi-
cation is the feeling that every human being
is unique and of value.
– Unknown author
Conversational Spanish COM 143
Maria Hernandez effective and enjoyable work environment.
Faculty and Staff: $389 Others: $453
Price includes cost of book, Open the
Door to Spanish: A Conversation Course
for Beginners, Level 1
Hola! This fast-paced, entertaining pro-
gram will make mastering conversational
Spanish a pleasure. Gain valuable lan-
guage skills for business, travel, and other
real-life situations. Improve your ability to
communicate with native Spanish speak-
ers in our workplaces/communities and
learn valuable skills to use when you’re
traveling in Spanish-speaking countries.
Explore Spanish culture with cultural dis-
cussions and travel topics. Practice your
communication skills in a fun, hands-on
environment. This seminar will enable
you to:
• Develop valuable linguistic and cul-
tural skills to use when traveling in
Spanish-speaking countries
• Carry on basic conversations in
Spanish confidently when traveling,
at work, or in your community
• Acquire practical listening skills
in Spanish
Topics
• Conversational Spanish
• Listening skills when speaking
a foreign language
• Practical application of speaking
Spanish
series
Schedule for Two Offerings
hh Mar. 2 - Apr. 8, 2010 Achieve Results COM 162
Tue & Thu 2:30 - 4:00
hh Sep. 21 - Oct. 28, 2010
Tue & Thu 2:30 - 4:00
Each offering meets for twelve sessions.
Location: The March offering will be held
in 233 HUB-Robeson Center; the Septem-
ber offering will be held in 334 James M.
Elliott Building
Conversational Arabic COM 170
New Program
Muhammad Al-Alawneh accountability and trust for creating a more
Faculty and Staff: $389 Others: $453
Price includes cost of book,
Conversational Arabic: Learn to Speak
and Understand Arabic, Level I
Explore the Arabic language and aspects
of Arabic culture while developing lis-
tening and speaking skills to increase
your ability to communicate with native
Arabic speakers in our workplaces and
communities. Gain valuable language
skills for business, travel, and other real-
life situations. Explore Arabic culture
with cultural discussions and travel top-
ics. Practice your communication skills
in a fun, hands-on environment. This
seminar will enable you to:
• Develop valuable linguistic and cul-
tural skills to use when traveling in
Arabic-speaking countries
• Carry on basic conversations in Arabic
confidently when traveling, at work,
or in your community
• Acquire practical listening skills
in Arabic
Topics
• Conversational Arabic
• Listening skills when speaking a
foreign language
• Practical application of speaking
Arabic
Schedule for One Offering
hh Mar. 15 - Apr. 21, 2011 Thu 9:00 - 12:00
Tue & Thu 2:00 - 3:30
Each offering meets for twelve sessions.
Location: 322 HUB-Robeson Center
c o m m u n i c at i o n
Building Bridges to
New Program
Bennett Hoffman
Faculty and Staff: $134 Others: $161
It’s hard to build bridges when you are
surrounded by walls. Strong professional
relationships are key to achieving win-win
outcomes in today’s work environment.
Developing these relationships goes beyond
the exchange of tasks and requires both
planning and practice. This workshop will
help you build a support network with
colleagues and promote synergy, efficiency,
This program will provide you with the
tools to:
• Build and maintain mutually reward-
ing professional relationships that are
aligned with University and
departmental values
• Discover common ground and
manage conflict
• Balance needs, demands, and resources
by focusing strategies on goals
• Create a system to monitor plans for
successful outcomes
• Collaborate to strengthen mutual
agreements and to develop standards
of performance
• Evaluate physical space, shared resourc-
es, and processes that may inhibit effec-
tive communication and efficiency
• Build trust to help sustain a positive
work environment
This two part workshop gives the partici-
pants the opportunity to discover and use
techniques for building bridges. Participants
will be given the opportunity to practically
apply specific skills after the first session.
During the second session, participants will
discuss successes and challenges after prac-
ticing the content of the first session.
Schedule for Two Offerings
hh Dec. 2 & 9, 2010
hh Apr. 7 & 14, 2011
Thu 9:00 - 12:00
Each offering meets for two sessions.
Location: 431 James M. Elliott Building
15
 c o m m u n i c at i o n
The Art of Tooting Your Own Horn
Without Blowing It COM 122
Tammy Miller content, was very knowledgeable, and
Faculty and Staff: $89 Others: $107
Peggy Klaus’s book, Brag! The Art of Tooting
Your Own Horn Without Blowing It, offers
practical tactics on how to talk about
accomplishments without sounding arro-
gant. Discover “quiet” ways to convey your
achievements even if it is not your “nature”
to do so. Learn the art of skillful self-
promotion and how to tell your story with
confidence. This program will help you to:
• Communicate successes without bragging
• Rely on self-promotion rather than
expecting that a job well-done will
speak for itself
• Overcome self-doubt
• Express your achievements
with confidence
• Learn twelve “time-tested tooting tips”
Schedule for One Offering
hh Nov. 16, 2010 Tue 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Talking on Your Feet COM 138
Tammy Miller creating throughout the series. Specifically,
Faculty and Staff: $101 Others: $119
Price includes cost of book, My Life is
Just Speech Material . . . And, So is Yours
Do you freeze up when you have to talk off
the cuff? The art of extemporaneous speak-
ing is a vital business skill. This program
will help you to roll ideas off the tip of your
tongue when you find yourself in a situa-
tion where you have to give a presentation
without much prior warning. Based upon
the book, My Life is Just Speech Material . .
. And, So is Yours. This engaging workshop
will provide you with techniques that will
16
help you brainstorm a speech in minutes. Topics
We will focus on how to channel your ner- • Design concepts such as legibility,
vous energy effectively (without anyone even simplicity, and clarity
knowing that you’re nervous), and more. • Personal action plan for continued skill
This program will give you the opportunity development after the program
to practice and improve your speaking skills.
This program will help you to: To request this program for your college,
department, team, or group, call
• Think faster on your feet 814-865-8216.
• Respond more quickly with
organized thoughts Storytelling: How to Lead and
• Practice new concepts and skills Inspire Using Stories COM 141
Schedule for Two Offerings Rick Capozzi
hh Jun. 9, 2010 Wed 1:30 - 4:30 Faculty and Staff: $69 Others: $83
hh Apr. 28, 2011 Thu 9:00 - 12:00 Stories can be very powerful communica-
tion and leadership tools. Inspirational
Each offering meets for one session. leaders use stories to motivate and inspire
Location: 431 James M. Elliott Building others. A well-told story has far greater
impact on its listeners than cold, hard facts.
Presenter was well experienced on the
Stories can be used to create connections
with others, and they help people to grasp
suggested solutions to every problem . . .
concepts and retain facts. In this session,
Overall program was well organized and you will learn and practice the principles of
storytelling that you can use to:
clearly presented. Loved it!
– Participant in Dynamic Presentations • Integrate stories into your
presentation style
Dynamic Presentations COM 010 • Use stories to deliver memorable
messages with impact
Tammy Miller Cost: Negotiated
• Develop the mental ability to alternate
This three-part program will help you to between objective (facts) and subjective
deliver high-impact presentations and refine (story) analysis and recognize when
your delivery style. Topics are sequenced to each is appropriate
equip you with everything you need to pre-
• Build emotional associations by
pare and deliver both formal and informal
stimulating the five senses to simulate
presentations that get results. Enrollment
real life experience
is limited to ensure individual attention to
your specific concerns. The program begins Topics
with helping you to develop the oral portion • Communicating information
of a presentation by using a series of practi- through stories
cal checklists that will help you strengthen • Motivating others
the content of your presentation. Part II of
the program focuses on designing the visual Schedule for One Offering
presentation and will enable you to connect hh Dec. 7, 2010 Tue 10:00 - 12:00
appropriate visual content to your presen- Each offering meets for one session.
tation topic. In Part III, the culminating
Location: 431 James M. Elliott Building
activity of the program, you will receive
individualized feedback from the program
instructor on the videotape you have been
this experience will help you to:
• Develop introductions that capture
listener attention
• Bolster major points with
supporting information
• End presentations with
strong conclusions
• Design visuals for consistent and
effective presentation messages
• Apply and practice a broad range
of presentation skills
• Benefit from individualized feedback
in a safe environment

Dynamic Conversations for Women
Faculty and Staff: $29 per seminar or $222 for all seminars
Others: $35 per seminar or $268 for all seminars
This program is a brown bag series
intended to expose participants to women
who have been successful. Women lead-
ers at the University will present their
experiences, challenges, and practical
advice for communicating and inter-
acting professionally in the workplace.
Sessions will be structured so that there
is opportunity for open dialogue between
presenters and participants. The sessions
are beneficial to women at all levels at
Penn State—professional, administra-
tive, and faculty. It is not necessary to
have a supervisory or management role.
Each session includes a combination of a
guest speaker, reflection, and discussion.
Participants benefit from hearing the
stories of women leaders and learning
from their experiences. Participants will
also have the opportunity to network
with other women from different areas
in the University, share insights and
perspectives, and develop leadership and
communication skills. This session will
help participants to:
• Develop skills to enhance
professionalism
• Communicate success without
bragging
• Work more effectively and comfort-
ably with their boss
• Learn to network and utilize
committee involvement to improve
their career
Good communication is as stimulating as
black coffee, and just as hard to sleep after.
– Anne Morrow Lindbergh
H R D C program series
COM 127
Price includes cost of lunch
Topics
• Professionalism in the workplace
• Appreciating yourself
• Strategies for working with your boss
• Volunteering for committees and
networking
Madlyn L. Hanes, Perspectives
on Leadership COM 154
New Program
Faculty and Staff: $29 Others: $35
Dr. Hanes is Chancellor of Penn State
Harrisburg. She received a B.A. in English
and the language arts, an M.A. in speech-
language pathology, and a Ph.D. in cur-
riculum and instructional development,
with a specialization in language and lit-
eracy development, from the University of
Florida. Dr. Hanes has served as a consul-
tant to international ministries of education
and boards of higher education in Puerto
Rico, Ecuador, Israel and Korea, including
a special appointment to the University
Council of Jamaica by the Prime Minister.
She chaired the University Commission
for Undergraduate Education, a presiden-
tial commission with strategic oversight
of student learning assessment, academic
advising, curriculum integration, and the
evaluation and development of teaching for
the campuses of Penn State. She also served
as the Senior Adviser to the Chancellor of
the University of Georgia System, oversee-
ing a management review of its 34 higher
education institutions in conjunction with
the Governor’s budget and policy office.
Schedule for One Offering
hh Mar. 16, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 508 Rider Building
Molly Meijer Wertheimer, Getting Your
Point Across Effectively COM 147
New Program
Faculty and Staff: $29 Others: $35
Dr. Wertheimer teaches courses in public
speaking, communication and conflict
resolution, and women, the arts, and the
humanities at Penn State Hazleton. She has
c o m m u n i c at i o n
published books and articles on women’s
political rhetoric, especially on first la-
dies’ use of communication to influence
policy decisions and on their speaking
styles. She serves as chair of the Commis-
sion for Women (2008–2009)and as the
Discipline Coordinator of Arts and Hu-
manities in the University College. She is
a life member of several professional asso-
ciations, including the American Society
for the History of Rhetoric, the Rhetoric
Society of America, the National Com-
munication Association, and the Eastern
Communication Association. She also
serves the community as President of
Beth Israel Temple in Hazleton.
Schedule for One Offering
hh Apr. 20, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 508 Rider Building
Luanne E. Thorndyke, The Art of
Graceful Self-Promotion COM 148
New Program
Faculty and Staff: $29 Others: $35
Dr. Thorndyke is the Associate Dean for
Professional Development and Profes-
sor of Medicine of the Penn State Col-
lege of Medicine. She is responsible for
leading activities to develop and sustain
faculty, for professional development of
post doctoral scholars and fellows, and
for oversight of the Office of Continu-
ing Education to conduct programming
for physicians, nurses, and allied health
personnel. Dr. Thorndyke facilitates ini-
tiatives in women’s leadership develop-
ment and mentoring at the College of
Medicine. She has extensive experience
in educational planning, program imple-
mentation, accreditation standards, and
administration. A board certified inter-
nist with certification in geriatrics and
menopausal medicine, Dr. Thorndyke re-
mains an active clinician with a primary
focus in women’s health and geriatrics.
Schedule for One Offering
hh May 18, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 508 Rider Building
17
 c o m m u n i c at i o n
Dynamic Conversations for Women
Peggy Lorah, Appreciating the Notre Dame Law School. Utilizing
Yourself COM 163
New Program
Faculty and Staff: $29 Others: $35
Peggy Lorah is the director of the Center
for Women Students and is affiliate fac-
ulty in Counselor Education, College
Student Affairs, and Women Studies.
She has a master’s degree in Community
Counseling from Shippensburg University
and a doctorate in Counselor Education
from Penn State. Before coming to Penn
State in 1999, she practiced as a femi-
nist therapist working with both mental
health and substance abuse issues. Her
areas of specialization are trauma, addic-
tions, and LGBT issues. An area of special
interest is helping women to identify their
strengths and talents.
Schedule for One Offering
hh Jul. 20, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 431 James M. Elliott Building
Think like a wise man, but communicate in the language of the people.
– William Butler Yeats
18
H R D C program series
Continued from previous page
Coquese Washington, Leading is
FUNdamental: Develop a Winning
Leadership Style COM 164
New Program
Faculty and Staff: $29 Others: $35
Coquese Washington, now in her third
season at Penn State, was introduced as the
fifth head coach of the Penn State women’s
basketball program on April 23, 2007.
Washington is the first female African-
American head coach in Penn State his-
tory. Washington came to Happy Valley
after eight seasons as an associate head
coach and assistant coach under Muffet
McGraw at Notre Dame, her alma mater.
Washington was a four-year starting point
guard for Notre Dame under McGraw and
was the team captain on Notre Dame’s
first-ever NCAA Tournament team. The
epitome of a student-athlete, Washington
graduated from Notre Dame in 1992, a
full year ahead of schedule, with a bach-
elor’s degree in history. She went on to
attain “Double Domer” status in 1997
after earning her Juris Doctorate from
her law degree, Washington was a cen-
tral figure in helping create the WNBA
Players Association (WNBPA), serving as
the founding president of the WNBPA
from 1999 until 2001. Washington assisted
with the efforts of the WBCA Pink Zone
at Penn State to raise money and aware-
ness for breast cancer. She also created
Coquese’s Drive for the Women’s Resource
Center. The first Coquese’s Drive raised
$5,400 for the Centre County Women’s
Resource Center to aid in the fight against
domestic violence. Washington is currently
serving on the 29-member WBCA Board
of Directors and is a member of the USA
Basketball Women’s Junior National Team
Committee.
Schedule for One Offering
hh Sep. 21, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 431 James M. Elliott Building
Barbara Korner, Training
the Butterflies to Fly
in Formation COM 165
New Program
Faculty and Staff: $29 Others: $35
As dean of the Penn State College of Arts
and Architecture, Dr. Korner oversees seven
academic units plus the Center for the
Performing Arts, Palmer Museum of Art,
and Pennsylvania Centre Stage. Before com-
ing to Penn State in June 2007, Dr. Korner,
who holds the rank of professor of theatre,
served as associate dean for academic and
student affairs in the College of Fine Arts
at the University of Florida. While there,
she also spent a year as interim dean of the
College of Fine Arts. Her other academic
administrative experience includes serving
as dean of fine and performing arts at Seattle
Pacific University and special assistant to
the chancellor at the University of Missouri
at Columbia, in addition to positions at
Ohio University. Dr. Korner holds a Ph.D.
from Ohio University in interdisciplinary
fine arts, a master’s in theatre performance,
and an undergraduate degree in theatre
production. She has been recognized as
a distinguished alumna of the College of
Fine Arts at Ohio University. Her women’s
history performances have been funded by
humanities councils in both Missouri and
the state of Washington. She is the writer
and performer of Responding to the Call:
African-American Women Preachers. With
Carla Waal, she is the co-editor of Hardship
and Hope: Missouri Women Writing About
Their Lives. Dr. Korner holds a certificate
from the Institute for Management and
Leadership at Harvard University. She is
the co-director of the Leadership Institute
of the Association for Theatre in Higher
Education (ATHE), which she founded
with Mark Heckler, president of Valparaiso
University. Most recently, she was elected to
the board of directors for the International
Council of Fine Arts Deans. She maintains
an active role as a performer and presents
communication, leadership, and strategic
planning workshops to a wide range of
organizations and institutions.
Schedule for One Offering
hh Nov. 16, 2010 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 431 James M. Elliott Building

Dynamic Conversations for Women
Cathy Dufour, Managing Up:
Strategies for Success with
Your Boss COM 166
New Program
Faculty and Staff: $29 Others: $35
Catherine Dufour is Associate Director
in the Corporate & Foundation Relations
office in the division of University
Development and Alumni Relations fund
raising with corporations in an effort to
enhance new and existing relationships
and work toward strategic partnerships.
Prior to this position Ms. Dufour par-
ticipated in Penn State’s Administrative
Fellows program, a year-long fellowship
offering exposure to and experience in
administrative decision making at the
executive level of the university. She also
worked in Career Services on campus,
as associate director for ten years, where
she oversaw employer relations and
on-campus interviewing, and assistant
director for eight years where she was
responsible for outreach programming
efforts, programs, and career fairs offered
at Career Services. Ms. Dufour earned
a B.A. from Penn State (1984, Speech
Communications, University Scholars
Program), a M.A. from Bowling Green
State University (1986, College Student
Personnel), and is currently working on
a D.Ed. in Higher Education here at
Penn State.
Schedule for One Offering
hh Jan. 18, 2011 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 431 James M. Elliott Building
People don’t care how much you know, but
they know how much you care by the way
you listen.
– Bob Conklin
H R D C program series
Continued from previous page
Gail Hurley, Leading and Supervising
from the Heart COM 167
New Program
Faculty and Staff: $29 Others: $35
Gail Hurley is the associate vice president of
Auxiliary and Business Services at Penn State.
Hurley oversees numerous units, includ-
ing Housing and Food Services, the Bryce
Jordan Center, University Park Airport,
Penn State Hospitality Services, and the
Business Services unit, which includes the
Multimedia and Print Center, Procurement
Services, and Transportation Services. As
an undergraduate student majoring in
education at Westminster College in New
Wilmington, PA, Hurley realized her pas-
sion for higher education and working
with college students. She received an M.A.
degree in college student personnel from
Bowling Green State University in Bowling
Green, Ohio. Prior to Penn State, Hurley
served as the assistant dean of students at
DePauw University in Indiana and the
associate director of Residential Life at Ohio
University. In 1984, she came to Penn State
as the director of Residence Life. During
the 1996–1997 academic year, she served as
an administrative fellow under the mentor-
ship of Gary C. Schultz, senior vice presi-
dent for Finance and Business/Treasurer.
At one time, she served as the assistant to
the vice president for Student Affairs and
director of Housing and Residence Life, a
joint appointment between the Finance and
Business and Student Affairs organizations.
She was named assistant vice president for
Housing and Residence Life in January
2003 and assumed the Food Services func-
tion in January 2005. During 2007–2008,
Hurley served as the interim vice president
for Student Affairs and associate vice presi-
dent for A&BS.
Schedule for One Offering
hh Mar. 15, 2011 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 334 James M. Elliott Building
c o m m u n i c at i o n
Renata Engel, Leveraging
Opportunities: Committee Work
and Collaborations as Catalysts for
Professional Growth COM 168
New Program
Faculty and Staff: $29 Others: $35
Dr. Engel is Associate Dean for Academic
Programs in the College of Engineering
at Penn State. A member of the Penn
State faculty since 1990, she is Professor
of Engineering Design and Engineering
Science and Mechanics and has served
as Executive Director of the Schreyer
Institute for Teaching Excellence. Engel
earned a B.S. in engineering science from
Penn State and a Ph.D. in engineering
mechanics from the University of South
Florida. Dr. Engel couples her interest in
design and manufacturing with advanced
materials to improve manufacturing pro-
cess or products. She has modeled liquid
injection processes, polymer cure kinetics,
metal powder compaction and sintering,
and has studied novel fiber reinforced
polymer composite designs for reinforced
concrete and thick composites. For her
individual and collaborative contribu-
tions to engineering education, she has
received several awards, including the
University’s George W. Atherton Award
for Excellence in Teaching, the Penn
State Engineering Society’s Outstanding
Teaching Award, and the Dow
Outstanding Young Faculty Award. Dr.
Engel was a member of the team that won
the 1998 Boeing Outstanding Educator
Award and is a Fellow of the American
Society for Engineering Education. An
active member in the American Society
for Engineering Education, Engel has
held several leadership positions, includ-
ing Vice President for Member Affairs.
Currently, she is the President-elect of
ASEE and a member of the Executive
Board.
Schedule for One Offering
hh May 17, 2011 Tue 12:00 - 1:15
Each offering meets for one session.
Location: 431 James M. Elliott Building
It is the province of knowledge to speak,
and it is the privilege of wisdom to listen.
– Oliver Wendell Holmes
19
 c o m m u n i c at i o n
H R D C program
Managing Anger
Before It Manages You
COM 099
Faculty and Staff: $89 per seminar or $151 for both seminars
Others: $107 per seminar or $182 for both seminars
Anger is a powerful emotion that, when
managed, can serve as a catalyst in the
workplace . . . a normal, healthy human
emotion. But, when unmanaged, anger
can become an overwhelming, destruc-
tive force that, if left unchecked, can
escalate in its expression and its scope.
If anger has been a challenge in your life
and you are ready to learn techniques to
manage this strong emotion, then this
series is for you!
Anger Management . . .
The Beginning COM 081
Rick Capozzi to deliver
Faculty and Staff: $89 Others: $107
To varying degrees, anger in the work-
place is a challenge employees face in
every organization. How we handle those
angry situations is critical to employee
welfare and organizational effectiveness.
This workshop will help you to:
• Explore the cycle of anger
• Identify your “triggers” that evoke
angry responses
• Recognize the role of values in the
cycle of anger
• Develop a strategy to manage anger
Topics
• Self-management
• Values, attitudes, and behaviors
• Dealing with hostile people
• Techniques for managing anger
Schedule for Two Offerings
hh Mar. 23, 2010 Tue 9:00 - 11:30
hh Sep. 16, 2010 Thu 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Great. I recommend all Penn State
customer service employees to take the
course.
– Participant in Anger Management . . .
The Beginning
20
series
Moving from Frustration
to Resolution COM 117
Rhonda Mateer-Ross
Faculty and Staff: $89 Others: $107
Life is filled with frustration, pain, loss,
and the unpredictable actions of oth-
ers. You can’t change that, but you can
change the way you let such events affect
you. Controlling angry responses can
keep them from making you even more
unhappy in the long run. People who
are easily angered generally have what
some psychologists call a low tolerance
for frustration, meaning simply that they
feel they should not have to be subjected
to inconvenience or annoyance. This
workshop explores techniques for simply
changing the way you think and applying
advanced anger management techniques
in those difficult life situations. In this
seminar you will:
• Recognize the warning signs of
debilitating anger
• Discuss the impact of hate and rage
issues in our culture
• Learn strategies for defusing anger
before it ever starts
• Practice advanced resolution skills
when anger emerges
Topics
• Conflict resolution
• Interpersonal development
Schedule for Two Offerings
hh Mar. 30, 2010 Tue 9:00 - 11:30
hh Sep. 23, 2010 Thu 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Designing and Developing Engaging
High-Impact Presentations COM 107
Brynn Rousselin
Faculty and Staff: $89 Others: $107
When developing formal and informal
presentations for groups, it is increasingly
important to ensure that your message is
memorable and has impact. These out-
comes are generally achieved through active
audience involvement. This program helps
you to design and develop the content of
your message into interactive experiences
that engage the audience with the material,
the presenter, and one another. Based on
proven strategies for achieving active learn-
er involvement in the classroom, this semi-
nar features a practical nine-step model for
designing and delivering effective presenta-
tions. Through interactive discussion and
activities, you will:
• Recognize the power of utilizing a
systematic design and delivery approach
• Identify audience needs
• Determine the appropriate content
• Engage your audience through question-
ing techniques, case examples, and
other learning strategies
• Facilitate discussions after your
presentation
• Create a personal strategy to apply the
nine-step approach to other aspects of
your professional life
Topics
• Characteristics of adult audiences
• Facilitating
• Motivation
• Interactive learning strategies
Schedule for Two Offerings
hh Apr. 20, 2010 Tue 1:30 - 4:30
hh May 24, 2011 Tue 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Communication
works for those
who work at it.
– John Powell

Taking the “Go” Out
of Gossip COM 084
Brynn Rousselin Cost: Negotiated
How enticing it is to listen to gossip about
others, and it is so tempting to share that
spicy story that only you know. But when
faced with this temptation, do you con-
sider the ramifications of sharing those
“secret stories” on your relationships with
others and on your opportunity to work
in an environment of trust and respect?
Join others who are affected by gossip in
the workplace, and gain expertise that will
help you to:
• Identify what gossip is . . . and what
it’s not
• Dispel the “benefits” of gossip
• Use techniques that take the “go”
out of gossip
Topics
• Inclusion vs. exclusion
• Building dialogue
• Diversity and respect for others
To request this program for your
college, department, team, or group,
call 814-865-8216.
Awesome presentation. Definitely opened
my eyes to the harm that can be caused
when gossiping or listening to someone
gossip.
– Participant in Taking the “Go” Out of Gossip
The Art of Collegiality COM 086
Rhonda Mateer-Ross Cost: Negotiated
The concepts in Erma Bombeck’s book,
Family: The Tie that Binds and Gags, also
apply to staff interactions in the workplace.
Through this workshop you will have an
opportunity to explore and practice strategies
to develop “ties that bind” to foster a mutu-
ally supportive work environment. Come
together to enhance a climate of coopera-
tion, personal investment, and equality for
everyone. This program will help you to:
• Recognize your position “on the team”
• Examine the current work environment
and explore options to enhance
cooperation and collaboration
• Design a personal action plan
• Develop options for mutual gain
and satisfaction
Topics
• Collegiality
• Objective criteria
• Playing together—playing fair
• Personal action plans
To request this program for your
college, department, team, or group,
call 814-865-8216.
It not only showed me ways to deal with
things at work, but also that things I learned
I could use with home life.
– Participant in The Art of Collegiality
Using Feedback for Effective
Communication COM 085
Diane Brown
Faculty and Staff: $89 Others: $107
Do you feel embarrassed or become silent
when you receive feedback from others?
Are you unsure how to respond to either
positive or negative feedback? Do you
know when, where, and how you should
give feedback? This session offers tech-
niques that minimize the fight-or-flight
response and maximize learning and com-
munication, when both giving and receiv-
ing feedback. More specifically, this pro-
gram will help you to:
• Use verbal and non-verbal communica-
tion skills to optimize benefits
of feedback
• Respond effectively to both positive
and negative feedback
• Take the T.A.C.T.F.U.L. techniques
to optimize criticism
Topics
• Difficult communications
• Providing constructive criticism
c o m m u n i c at i o n
• Growing through feedback
• Giving positive feedback
Schedule for One Offering
hh Feb. 10, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Interest-Based Negotiation COM 011
Bennett Hoffman Cost: Negotiated
In every interaction there is a little give
and take, a point of commonality, and
an opportunity to negotiate to arrive at a
viable solution. If this has been a challenge
in your life, or if you want to gain experi-
ence in negotiation and persuasion, this
program will prepare you to:
• Identify techniques for successful
negotiation
• Address barriers to successful negotiation
• Apply negotiation techniques
to real-life situations
Topics
• Interest-based negotiation
• Listening skills
To request this program for your
college, department, team, or group,
call 814-865-8216.
Generating Buy-In COM 111
Bennett Hoffman
Faculty and Staff: $69 Others: $83
Organizational success relies on people
working together to reach their goals.
This requires buy-in from everyone with
a vested interest in those goals. “Buy-in”
is the understanding, commitment, and
action from others in support of a person,
idea, product, service, or organization. This
workshop will help you to use proven strat-
egies to achieve your “buy-in” objectives,
and to determine the specific actions you
desire from others. In this workshop you
will:
• Recognize and understand the
language of “buy-in”
• Develop strategic stories to
encourage “buy-in”
• Apply the rules and tools of “buy-in”
Topics
• Group dynamics
• Organizational communication
Schedule for One Offering
hh Feb. 22, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
21
 c o m m u n i c at i o n

H R D C program series

Conflict Resolution . . . I Never

Met a Conflict I Couldn’t Manage!
COM 101
Faculty and Staff: $89 per seminar or $227 for all three seminars
Others: $107 per seminar or $273 for all three seminars

Conflict is a natural part of our lives.

However, many of us are uncomfortable
with conflict. We may lack the under-
standing and/or skills to deal construc-
tively and effectively in a conflict situa-
tion. This series is designed to take you
through a progressive approach to con-
flict management, beginning with the
basics and ending with advanced tech-
niques for understanding and managing
conflict. With this progressive approach,
you will gain insights and practice tech-
niques for managing conflicts in your
professional and personal life.

Understanding Conflict COM 118

Bonnie Millmore Conflict Resolution Skills COM 119
Faculty and Staff: $89 Others: $107
In this seminar, we’ll put conflict
“under a microscope” and look at the
causes of and our responses to conflict.
Participants will take an inside look
at their own conflict style and explore
ways to increase their understanding and
begin to develop skills. More specifically,
this program will help you to:
• Examine your beliefs about conflict
• Identify five responses to conflict
• Learn the dynamics of escalation
and de-escalation
• Discover how to recognize and set the
tone to better manage conflicts
Topics
• The Conflict Cycle
• Resources, values, and relationships
• Conflict styles
• Communication dynamics
Schedule for One Offering
hh Apr. 6, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
The best listener is the one who really cares
about the other people.
– Kevin Stirtz
Bonnie Millmore Resolution Skills COM 120
Faculty and Staff: $89 Others: $107
Once you understand conflict, you can
then dissect the dynamics that often
occur during conflict situations. In this
program we’ll discover techniques that
help discern the problem and move for-
ward toward resolution. This program
will help you to:
• Identify ways to prepare yourself in
conflict situations
• Practice techniques for listening
and responding to the other person
• Recognize the importance of
asking questions
• Examine the ways that our percep-
tions affect conflict
Topics
• Setting the stage
• Focusing on the problem, not
the person
• Reflecting, restating, and reframing
• The art of asking questions
• Perceptions, assumptions, and
suspicions
Schedule for One Offering
hh Apr. 13, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Advanced Conflict
Bonnie Millmore
Faculty and Staff: $89 Others: $107
Passion, principle, and perception can
confuse and compound conflict situa-
tions. Equipped with knowledge about
conflict resolution, we’ll examine the role
of emotions in conflict. We’ll look at diffi-
cult people and highly charged situations
and discover tools for managing these
highly emotional conflict situations. This
program will help you to:
• Identify emotions and responses
• Discern what can and cannot be
easily resolved
• Conquer power imbalances
• Develop CALMing techniques
Topics
• When things get out of hand
• Operating in “bad faith”
• Confronting and protecting
• When to quit
Schedule for One Offering
hh Apr. 20, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building

22

Persuasion and Influence COM 093
Bennett Hoffman Self Defense COM 094
Faculty and Staff: $89 Others: $107
Do you feel misunderstood when you are
trying to make your point? Do you have
difficulty communicating your side of the
issue in negotiation? The art of persua-
sion is critical to communicating your
interests and perspective in the negotiation
process. This workshop will help you to
articulate needs, wants, and boundaries to
create positive outcomes in negotiations.
Completing this program will help you
to:
• Recognize the dynamics of persuasion
• Identify and use “words of persuasion”
to influence others
Topics
• Negotiation
• Persuasion
• Influence
• Listening
Schedule for One Offering
hh Aug. 10, 2010 Tue 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Persuasion and
Influence
Successful leaders have vision, clear
values, and the ability to influence
and motivate others to create positive
change. Developing the Leader Within
You, on page 44, will help you to refine
these key skills.
The Art of Verbal
Bennett Hoffman
Faculty and Staff: $89 Others: $107
Hostile language, often called verbal abuse,
is a huge challenge we can face when negoti-
ating. Hostile language is a tool that can put
the receiver at a disadvantage unless they are
prepared and willing to defuse the impact
of those hostile words. The Gentle Art of
Verbal Self-Defense is a system for creating
a language environment that does not rein-
force hostile language, focuses on the issues
to be negotiated, and establishes a level play-
ing field. Verbal self-defense has three basic
parts: understanding what’s really going on,
listening instead of leaping to conclusions,
and knowing how to respond. By complet-
ing this program, you will be able to:
• Recognize typical types of verbal attacks
• Recognize basic principles of
verbal self-defense
• Practice dialogues that show effective
and ineffective defense strategies
Topics
• Verbal attacks
• Verbal self-defense
• Listening skills
Schedule for Two Offerings
hh Nov. 4, 2010 Thu 9:00 - 11:30
hh Apr. 5, 2011 Tue 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Advanced Negotiation Skills COM 103
Bennett Hoffman Cost: Negotiated
Learn techniques to analyze the interests
of all stakeholders to develop creative pos-
sibilities and practical applications. This
workshop offers individuals an opportunity
c o m m u n i c at i o n
to review and practice the advanced skills
necessary for successful interest-based nego-
tiation. By completing this program you will
be able to:
• Develop a summary that clearly
articulates the points of negotiation
• Implement a solution-based approach
to negotiation
• Deal with difficult negotiation dynamics
Topics
• Negotiation
• Persuasion
• Influence
To request this program for your
college, department, team, or group,
call 814-865-8216.
Written Communication
Wikis, Blogs, and Online
Social Networking COM 142
Mark Heckel
Faculty and Staff: $89 Others: $107
Joint offering of HRDC and ITS
Training Services
Wikis, blogs, and other online social net-
working tools are changing the way pro-
fessionals interact. You will gain informa-
tion on how these web-based tools work,
what they can do, and how they may be
able to enhance your work environment.
Resources for setting up your own Penn
State wiki or blog will be included. You will
be introduced to a variety of online tools
that enhance creativity, communications,
information sharing, and collaboration.
This program will enable you to:
• Identify resources for electronic
social networking
• Create your own wiki or blog to use
for your job
• Learn how to use these tools effectively
Topics
• Wikis
• Blogs
• Web 2.0
Schedule for Three Offerings
hh May 19, 2010 Wed 9:00 - 12:00
hh Dec. 1, 2010 Wed 1:30 - 4:30
hh Jun. 8, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: The May offering will be held in
322 HUB-Robeson Center; the December
and June offerings will be held in 431 James
M. Elliott Building
23
 c o m m u n i c at i o n
H R D C P rogram
Powerful Tools for the
Written Message
COM 079
Faculty and Staff: $69 per seminar or $117 for both seminars
Others: $83 per seminar or $141 for both seminars
In today’s workplace, time is at a pre-
mium, and it is increasingly important
for information to be presented in a time-
efficient manner. This series will help you
to develop written communications for
maximum impact. You will learn methods
to master the art of memos, e-mail, and
newsletters, allowing you to utilize these
tools to more effectively accomplish more
with less.
Preparing Effective
Meeting Summaries COM 082
Angela Rogers methods to optimize your use of elec-
Faculty and Staff: $69 Others: $83
Are your meeting minutes a blessing or a
curse? Do you revisit what you wrote and
wonder what actually happened? While
in the meeting, do you struggle to scribble
every word that is uttered? Do you yearn
for an approach to follow-up on action
items from previous meetings? If you are
relating to any of the preceding state-
ments, then this course is for you. To meet
the challenge of making meeting minutes
useful, this seminar will help you to:
• Recognize the purpose of
meeting minutes
• Describe the difference between
“good and bad minutes”
• Manage corrections to meeting minutes
• Effectively perform the role of
the recorder
• Improve meeting management
Topics
• Types of meetings
• Role and responsibilities of
the recorder
• What minutes are, and are not
• Three-step plan to take better
minutes
• Developing your own flexible
minutes template
Schedule for Two Offerings
hh Nov. 11, 2010 Thu 9:00 - 11:00
hh May 12, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
24
S eries
E-asy, E-ffective E-mail COM 064
Bennett Hoffman adjust your schedule to attend seminars
Faculty and Staff: $69 Others: $83
Has this tool become your friend or
a burden that you try to manage? Are
your messages building partnerships or
misunderstandings? Are your emoticons
adding to the impact of your words or
leaving the receiver confused? Are you
clear about when e-mail is the best tool
to use . . . when it helps and when it
is dangerous? Join others in learning
straightforward guidelines and proven
tronic messaging. Through this interac-
tive program you will learn to:
• Personalize an impersonal
communication tool
• Compose powerful, engaging,
and effective messages
• Organize and compose your thoughts
• Match formats to messages
and audiences
• Structure written information
for readability and clarity
• Minimize misunderstandings
Topics
• E-mail etiquette
• Basic principles and mechanics of
electronic communication
• Formal and informal writing
• Punctuation, abbreviations, and
“emoticons” [ :-) ]
Schedule for Two Offerings
hh Nov. 18, 2010 Thu 9:00 - 11:00
hh May 19, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Communication leads to community, that
is, to understanding, intimacy, and mutual
valuing.
– Rollo May
Basic Writing Skills COM 160
Aaron Heresco
Faculty and Staff: $85 Others: $102
Cost does not include the cost of the textbook
required for this course [see below].
Joint offering of HRDC and the
College of Communications
The art of writing is an essential skill in
the workplace. Would you like to improve
your writing and grammar skills but can’t
or workshops? Now, you don’t have to.
You now have the opportunity to par-
ticipate on your schedule in an online
communication skills course that provides
tools, techniques, and tips for increasing
your spelling accuracy, punctuation, and
grammar. This course is offered online in
an asynchronous format, which means
that there are no regularly scheduled class
times. You have the flexibility of attending
sessions and completing learning activities
when and where it is convenient for you.
This program will help you to:
• Improve your spelling and word
usage skills
• Write better articles and correspondence
• Apply course concepts and practice skills
Notes:
• This course is also offered at a signifi-
cantly higher cost through the College
of Communications as a one-credit
course, COMM 160. You will not earn
academic credit if you enroll through
HRDC at the reduced fee.
• As with most credit courses, you will
complete assignments that give you
opportunities to practice the skills taught.
• Please follow the standard HRDC
enrollment process to register at least
two weeks before start of the Penn State
fall or spring semester.
• Each offering meets for 12 weeks.
Textbooks:
• Brooks, B. S., Pinson, J. L., & Wilson,
J.D. Working with Words: A Handbook
for Media Writers and Editors (6th ed.).
(Required)
• The official dictionary for the course:
Webster’s New College Dictionary,
4th Edition (Optional)
Schedule for Two Offerings
hh Fall 2010
hh Spring 2010
Each offering meets for twelve weeks.
Location: Online via the COMM 160 course
web site on ANGEL

Writing, Editing, and
Managing Newsletters COM 030
Angela Rogers Cost: Negotiated
Have you been asked to develop a newslet-
ter but aren’t sure how to start? Or perhaps
you inherited a newsletter that needs to be
freshened up. This seminar will help you
to plan and manage your newsletter effec-
tively and use new ideas to enhance reader
interest. Participants in this program will
be prepared to:
• Establish a vision and objectives
for your newsletter
• I dentify your audience and utilize basic
design concepts to evoke interest
• Recognize standard University
guidelines for publications
• Develop an annual newsletter plan
and budget to effectively manage the
newsletter process
Topics
• Newsletter design, basic formats,
and functional layout
• Information gathering
• Managing newsletter content collection–
setting and meeting deadlines
• Utilizing available resources for
production and distribution
To request this program for your
college, department, team, or group,
call 814-865-8216.
Technical Writing: How to
Write It So They’ll Read It COM 090
Tom Knarr Cost: Negotiated
This workshop focuses on writing for tech-
nical purposes in the professional work-
place and examines such considerations as
the level of information complexity, relative
sophistication of the intended audience,
and the purpose the information is to serve.
This workshop will help you to:
• Revise your own writing for readability
and style with an emphasis on clarity
and simplicity
• Strengthen technical writing as a
professional skill
• Improve thinking and writing in the
world of technology
• Edit reports, instructions, and proce-
dures to conform to standards for
technical writing
• Communicate and deliver persuasive,
positive, negative, and neutral messages
in a more diplomatic and effective
manner
Topics
• Goals and audiences of technical
writing
• The technical writing process
• Revision, readability, and style
To request this program for your
college, department, team, or group,
call 814-865-8216.
c o m m u n i c at i o n
Editorial Style: How it Fits into
Your Communications COM 124
Beverly Molnar
Faculty and Staff: None Others: $20
Joint offering of HRDC and University
Publications
What is “editorial style”? It’s a lot more
than correct spelling, grammar, and punc-
tuation. Style involves every aspect of writ-
ten communication about the University
and its units. It’s part of the University’s
“brand”—the image we create to market
ourselves internally and externally. Attend
this program to learn how you can further
strengthen your written communications.
More specifically, this workshop will help
you to:
• Follow the basic rules of Penn State’s
editorial style
• Discover how to access the tools and
resources at your disposal
• Express yourself with a “marketing” flair
• Follow the style rules specific to
Penn State
Schedule for Two Offerings
hh Oct. 27, 2010 Wed 9:00 - 11:30
hh Mar. 2, 2011 Wed 2:00 - 4:30
Each offering meetings for one session.
Location: 334 James M. Elliott Building
25
 c o m m u n i c at i o n

H R D C P rogram series

Befriending Commas, Semi-Colons,

and Other Grammatical Guidelines
COM 034
Faculty and Staff: $69 per seminar or $176 for all three seminars
Others: $83 per seminar or $212 for all three seminars

Are you uncertain about the correct

punctuation to use when composing
a letter? Have you ever been stymied by
that ever-present decision about whether
to use a comma or a semi-colon? How
do you a make a long sentence short,
and still convey all that you need to say?
If you’ve experienced these and other
questions when composing a written
communication, this series is for you.

Basic English Grammar:

What’s your GQ? COM 074
Angela Rogers Punctuation Mystery Solved:
Faculty and Staff: $69 Others: $83
This refresher program is for those uncer-
tain about the more fundamental prin-
ciples of the English language. Revisit the
purpose and use of adjectives, adverbs,
nouns, etc., and how to modify grammar
to effectively communicate a message.
This program will prepare you to:
• Identify the most troublesome areas
of grammar
• Transform ordinary sentences into
powerful expressions
• Incorporate basic grammatical guide-
lines into your business writing
Topics
• Parts of speech and their functions
• Usage rules and tricky exceptions
• Fragments and run-ons
• Basic style guidelines
Schedule for Three Offerings
hh Mar. 24, 2010 Wed 10:00 - 12:00
hh Sep. 29, 2010 Wed 9:00 - 11:00
hh Feb. 17, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
I never dreamed that this class would be fun!
Loved the exercises and examples! I probably
understood punctuation more in this class
than in all of high school and business school.
Presented in an easy to understand format.
– Participant in Punctuation Mystery Solved:
S is for Semicolon
S is for Semicolon COM 073
Angela Rogers Ben Henderson
Faculty and Staff: $69 Others: $83
When do you use a comma? What’s the
purpose of the colon and the semi-colon?
When is it appropriate to use dashes and
parentheses? How about those darned
apostrophes? Discover the answers to
these and other questions as you learn
how correct punctuation can enhance
your written presentations. If you want
to avoid confusing readers through
incorrect punctuation or have forgotten
the basic guidelines for punctuation, this
is the program for you! More specifically,
this program will prepare you to:
• Identify the functions of
punctuation marks
• Discover the logic of punctuation
principles
• Use punctuation to enhance
your writing
• Select appropriate punctuation to
emphasize meaning
Topics
• Punctuation
• Mechanics of English grammar
Schedule for Three Offerings
hh Mar. 31, 2010 Wed 10:00 - 12:00
hhThey 6, 2010
Oct.may Wed
forget what you said,9:00 - 11:00
but they
hhwill
Feb.never
24, forget
2011 howThu
you made 2:00
them -feel.
4:00
– Carl
Each W. Buechner
offering meets for one session.
Location: 431 James M. Elliott Building
One Last Look: Proofreading
Techniques COM 058
Faculty and Staff: $69 Others: $83
This program provides participants
with methods for reducing errors in the
manuscripts they produce. The program
improves proofreading methods through
the use of a series of scanning techniques
rather than reading each word. This pro-
gram will help participants to:
• Increase the quality and accuracy
of materials they produce
• Improve their proofreading speed
• Increase their productivity
in generating written materials
Topics
• Awareness of common errors
• Proofreading as a series of
scanning techniques
• Basic grammar, punctuation,
and spelling
Schedule for Three Offerings
hh Apr. 7, 2010 Wed 10:00 - 12:00
hh Oct. 13, 2010 Wed 9:00 - 11:00
hh Mar. 3, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
If you just communicate you can get by. But
if you skillfully communicate, you can work
miracles.
– Jim Rohn

26

H R D C
Writing with Confidence and Clarity
Faculty and Staff: $69 per seminar or $117 for both seminars
Others: $83 per seminar or $141 for both seminars
Although writing is a critical aspect of
success at work, many office profession-
als may feel intimidated when putting
words on paper and wonder if they are
able to get their message across to their
target audience. This series will help you
write with greater confidence, clarity, and
impact—whether you are producing an
internal memo, a university-wide report,
or an international grant application. This
series can help you to attract and persuade
readers, communicate concisely, explain
technical information in clear, jargon-free
prose, and find resources to improve the
clarity of your writing.
Connecting to Your Audience:
Persuasive Business
Writing COM 075
Ben Henderson
Faculty and Staff: $69 Others: $83
Considering the time and energy involved
in generating written documents, it is
important for you to write clearly, concise-
ly, and in a manner that immediately cap-
tures the reader’s attention. This program
helps participants to understand their writ-
ing style and to convey information in
fewer words. You will also learn to:
• Identify key questions to answer before
you begin writing
• Recognize a document’s target
audience and its information needs
• Tailor the content of a document to
the target audience
• Attract reader’s attention with
persuasive introductions
• Avoid wordiness and eliminate stiff,
formal language
• Add punch to every paragraph
• Draw effective, persuasive conclusions
Topics
• Readers and their needs
• Writing styles
• Introductions and conclusions
in written documents
• Using examples to support conclusions
P rogram S eries
COM 007
Schedule for One Offering
hh Aug. 12, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Communicating Your Message:
Writing for Clarity
and Impact COM 083
Ben Henderson Topics
Faculty and Staff: $69 Others: $83
One of the most challenging aspects of
professional writing is expressing detailed
financial, academic, or technical informa-
tion to grant committees, administrators,
or the general public. How can writers
convey the essential aspects of their proj-
ects without overwhelming or confusing
readers? How can writers take generalized
text and adapt it to a specific manuscript
format? This program reinforces funda-
mentals of persuasive writing and addresses
specific topics related to the preparation of
reports and supporting documents. More
specifically, this program builds skills that
will help you to:
• Determine when to use different types
of documents such as memos, reports,
applications, and letters
c o m m u n i c at i o n
• Edit others’ documents to assure
accuracy and consistency
• Match a document’s style and detail
to the readers’ needs and expertise
• Organize writing for efficiency
and impact
• Write effective summaries
• Document citations and references
• Memos, letters, reports
• Outlining and summarization
• Active vs. passive voice
• Reference manuals and University
Writing Style
• Proofreading and editing
Schedule for One Offering
hh Aug. 19, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Listening, not imitation, may be the sincerest
form of flattery.
– Dr. Joyce Brothers
27
 c o m m u n i c at i o n
Cross-Cultural Communication
H R D C
The Art of Understanding:
Intercultural Communication
Faculty and Staff: Fee as shown for each seminar or $89 for all three seminars
Others: Fee as shown for each seminar or $125 for all three seminars
Communication is more than what you
say. It encompasses who you are, what
you have experienced, and how others
perceive you. Understanding the impact
of gender, age, and culture on commu-
nication styles will help you to recognize
and remedy areas of conflict and mis-
understanding. For those interested in
developing more positive and dynamic
professional relationships in the work-
place, this is the series for you!
Still Talking 9 to 5: Gender
Communication in the silence mean? Is shouting acceptable? We
Workplace COM 104
Annie Holmes flict in different ways. Understanding our
Faculty and Staff: None Others: $20
Joint offering of HRDC and the
Affirmative Action Office
This program focuses on the issue of
gender communication in the workplace.
Similarities and differences between
women and men will be explored. In
addition, impacts of gender communica-
tion on both men and women will be
discussed and analyzed. This session will
help participants to:
• Gain a better understanding of
gender communication
• Develop awareness of the similarities
and differences between women
and men
• Identify strategies for more effective
gender communication in the
workplace
Topics
• Gender communication
• Effective communication
Schedule for One Offering
hh Jan. 13, 2011 Thu 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Opened my eyes to a lot of differences and
why I feel the way I do about co-workers of
another generation! Great!
– Participant in Communicating Across
Cultures
28
P rogram series
COM 077
Communicating Across
Cultures COM 024
Negar Davis
Faculty and Staff: None Others: $20
Joint offering of HRDC and the
University Office of Global Programs
Penn State is an active member of the
global community. The University
employs and serves people with a variety
of backgrounds. This program explores
how culture influences communication,
promotes commitment to cross-cultural
learning, and different ways to relate to
and understand others when working
with diverse cultures at Penn State. This
program will prepare participants to:
• Recognize different patterns of
communication styles
• Promote empathy (the ability to
understand and experience another’s
point of view)
Topics
• Recognizing patterns of verbal and
nonverbal communication
• Developing strategies that are critical
for cross-cultural interactions
• Developing starting points for suc-
cessful cross-cultural communication
Schedule for One Offering
hh Jan. 20, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Perceptions, Patterns,
and Conflict COM 102
Bonnie Millmore
Faculty and Staff: $89 Others: $107
Many of us take for granted the ways
we learn to interpret and influence other
people’s responses to a conflict. What does
have all learned to approach and handle con-
own cultural and familial patterns as well as
those of others can help us in understanding
and resolving conflicts. This program will
help you:
• Explore differences in conflict
handling styles
• Gain greater sensitivity and under-
standing of diversity in conflict
• Examine your own conflict style
• Recognize various meanings of
culture and conflict
Topics
• Culture and communication
• Beliefs and values
• Conflict handling styles
Schedule for One Offering
hh Jan. 27, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
International Student
Issues Workshop
In the business world, you can gain an
advantage over others if you able to
speak Spanish. Gain valuable language
skills for business, travel, and other real-
life situations by attending Conversational
Spanish, found on page 15.
Customer Service
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program. If you
miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Skills and Tools
The FISH! Philosophy CUS 020
Rebecca Cianci/Brynn Rousselin customized customer service vision
Faculty and Staff: $104 Others: $122
Cost includes materials that increase
application of learning to the workplace
Imagine coming to a workplace where
everyone brings energy, passion, and a
positive attitude to their jobs every day.
Imagine an environment where employ-
ees are truly committed to each other,
their customers, and their work. FISH! is
more than a customer service program;
it addresses today’s most common work
issues and helps you to love the work that
you do. This fun-filled program is based on
the world famous Pike Place Fish Market
in Seattle, where customers from all over
the world are “wow’ed” by the experience.
Discover and implement a better way to
work. This program will help you to:
• Choose your attitude
• Make your day
• Play
• Be present in the moment
• Begin a journey to boost morale and
improve results
Schedule for Two Offerings
hh Sep. 28, 2010 Tue 2:00 - 4:30
hh Feb. 16, 2011 Wed 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Very upbeat and engaging . . . This program
re-sparked my attitude towards my work place
and ways to “play.”
– Participant in The FISH! Philosophy
FISH! Sticks: Creating a Departmental
Customer Service Vision CUS 028
Brynn Rousselin Cost: Negotiated
Cost includes materials that increase
application of learning to the workplace
“More fun than a barrel of fish!” As the
sequel to The Fish! Philosophy, this high-
energy program takes you to the next level.
Discover practical strategies that employees
in the world-famous Pike Place Fish Market
use to keep their customer service vision
alive. The FISH! Philosophy gets people
“swimming” towards fun and a positive
service-oriented work environment. FISH!
Sticks boosts you even further by helping
your unit to “swim” toward an energizing
customer service vision. This action-packed
seminar will help you to:
• Collaborate to refine your unit’s
• Keep your unit’s service vision alive
by committing to it, being it, and
coaching it
Prerequisite(s): The FISH! Philosophy
To request this program for your college,
department, team, or group, call
814-865-8216.
Here is a simple but powerful rule: Always give
people more than what they expect to get.
– Nelson Boswell
Generational Differences in
Customer Service CUS 040
Brynn Rousselin Topics
Faculty and Staff: $89 Others: $107
Have you ever thought to yourself,
“Customer service isn’t what it used to be?”
Are you bewildered by the expectations of
today’s generation and flabbergasted by the
lack of service that you sometimes receive?
Join us for an interactive program that
explores this new service phenomenon, and
discover how to tailor customer service to
generational differences. In this program,
participants will:
• Discuss current trends and changes in
customer service expectations
• Investigate the generational differences
in service expectations, with a special
focus on Generation Y
• Discover the role “respect” plays
in customer service
• Develop a personal plan for improving
customer service interactions with
other generations
Topics
• Current trends in customer service
• Generational differences in customer
service expectations
• Respect as a part of customer service
Schedule for One Offering
hh Jan. 25, 2011 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
The Service Oriented Office
Professional CUS 038
Brynn Rousselin
Faculty and Staff: $104 Others: $125
This program is specially designed for Penn
State staff wishing to enhance their custom-
er service, organizational, and leadership
skills. It will equip you with key skills and
tools necessary for you to be an influential
and vital employee in your department.
This program encourages participants to:
• Create a welcoming environment for
both internal and external customers
• Practice customer-friendly telephone
and face-to-face communication,
including screening calls and
gathering information
• Explore organizational techniques for
individuals and the unit
• Develop service strategies that exceed
customer expectations
• Increase effectiveness in calming
irate customers
• Best practices in customer service
• Organizational techniques
• Screening calls
• Getting the information the first time
Schedule for Two Offerings
hh Mar. 16, 2010 Tue 8:00 - 12:00
hh Mar. 24, 2011 Thu 8:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
The Service Oriented
Office Professional
To truly serve customers, one needs to
understand those customers. Determine
a customer’s natural preferences within
minutes of conversing by attending High
Impact Customer Interactions, found on
page 81.
29
 Customer service

Service on the Front Line CUS 033

Brynn Rousselin/Patricia Shope
Faculty and Staff: $134 Others: $161
Do you sit at the front desk? Are you the
first point of contact for customers? Do
you feel prepared to handle most service
situations? This workshop is for those who
strive to put their best foot forward and
create great first impressions. We’ll cover
all of the essentials and help you to be
outstanding at delivering frontline service.
This seminar will help you to:
• Recognize the importance of
your position
• C
reate a friendly welcoming atmosphere
• Adapt your communication style
• Handle challenging service situations
• Use service tools such as phone and
voice mail effectively
Topics
• Communication
• Personal effectiveness
• Building relationships
Schedule for Two Offerings
hh Apr. 29, 2010 Thu 9:00 - 4:00
hh Oct. 21, 2010 Thu 9:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
I found the program to be very detailed with
information pertaining to customer service. The
presenter did an excellent job relating personal
stories to customer service situations.
– Participant in Service on the Front Line
We Are . . . A Student-
Centered University CUS 036
Brynn Rousselin/Patricia Shope customer service strategy
Faculty and Staff: $89 Others: $107
Penn State is committed to the ambitious
vision of being the top student-centered
research university in America. What does
that mean? How do we put that into prac-
tice? Through engaging stories, case studies,
and real Penn State examples, we will put
our vision into action, share best practices,
and grow our culture of excellence. Join us
in this exciting program and:
• Explore student-centered practices
• Identify successful paths to follow
for delivering exceptional service
to students
• Adapt positive student-centered
practices to your unit
• Plan for student-centered action
Topics
• Meeting expectations based on
generational differences
• The value of service
• Discussion of realistic customer service
scenarios from the student’s perspective
Schedule for Two Offerings
hh Apr. 7, 2010 Wed 1:30 - 4:30
hh Apr. 19, 2011 Tue 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
A Complaint is a Gift CUS 006
Rebecca Cianci/Patricia Shope
Cost: Negotiated
This program emphasizes the importance
of having an overall customer service strat-
egy, measuring the impact of your efforts,
and effectively using information about
customer complaints to improve your ser-
vice. Through engaging exercises, this semi-
nar will take you from service breakdown
to service recovery. This workshop will help
you to:
• Recognize the importance of an overall
• Use data and other information to
determine gaps in service delivery
• Turn complaints into opportunities
for improvement
• Improve processes to prevent the
recurrence of customer complaints
To request this program for your college, depart-
ment, team, or group, call 814-865-8216.
Catch the
Penn State Spirit!
Discover how you can become a larger
part of the “Penn State Team” by attending
We Are-Penn State! found on page 56.
Telephone Skills that Will
“Wow” Your Customers CUS 019
Rick Capozzi
Faculty and Staff: $89 Others: $107
Based on research and experience, this pro-
gram offers practical tools and techniques
for managing telephone communication. For
those who spend a lot of time communi-
cating with customers on the phone, this
program helps develop poise and professional
skills that can contribute to effectiveness on
the job, organizational success, and personal
satisfaction. This program will help you to:
• Establish a rapport with callers
• Screen calls appropriately
• Record faultless messages
• Develop focused listening skills
• Manage difficult calls using proven
customer service strategies
Topics
• Seven sources of caller complaints
• Phone and voice mail etiquette
• Dealing with hard to understand callers
• Emotional trigger words and telephone
time bombs
Schedule for One Offering
hh Nov. 9, 2010 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building

30

Creating Positive Customer Service
Interactions: Making
the Right Decision CUS 024
Rebecca Cianci
Faculty and Staff: $89 Others: $107
Maintaining a positive interaction while
dealing with customers is vital to providing
quality service. Take a moment and put
yourself in the place of a customer. What
type of service interaction would you be
looking for? Review various customer ser-
vice interactions and discuss with others
the critical points for each interaction. This
program allows the participants to critique
various scenarios and provide input for
ensuring successful customer service inter-
actions. More specifically, the program will
allow you to:
• Recognize when customer service
interactions are less than ideal
• Identify key areas in a service interaction
that are vital to success
Using the MBTI to ®
Improve Customer
Service
You can use the Myers-Briggs Type Indicator
(MBTI®) to better understand your cus-
tomers and to improve interactions with
them. For more information, see the series
Mastering The Power of the MBTI for
Creating Effective Workplace Interactions,
on pages 80 of this catalog.
• Discuss with other participants the
importance of having successful
customer service interactions
• Develop action plans for implementing
improvements within your work unit
Topics
• Analyzing customer service interactions
• Identifying key areas for successful
customer service interactions
• Planning for improvements
Schedule for One Offering
hh Dec. 7, 2010 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
It’s Not So Simple Anymore: Working
with Diverse Customers CUS 007
Brynn Rousselin Cost: Negotiated
Communicating with customers to provide
exceptional service is often a challenge.
Working with a diverse range of customers
presents an even greater challenge for many
frontline service providers. This program
examines the impact of perceptions and
stereotypes on customer service. Challenges
and barriers related to diversity and cus-
tomer service are identified for both inter-
nal and external customers. This program
will help you to:
• Use communication skills to deliver
quality service to diverse customers
• Clarify the relationship between
diversity and customer service
• Identify internal and external
customer service issues
CU S TOMER S ERVICE
Dealing with
Confrontational
Customers
Facing confrontations with others is a
daunting challenge! Refine practical skills
to resolve problems, reinforce work rela-
tionships, enhance quality, and improve
morale in Crucial Confrontations: Tools
for Resolving Broken Promises, Violated
Expectations, and Bad Behavior, found
on page 6.
• Overcome common barriers to
customer service
• Improve the quality of customer service
in a diverse environment
Topics
• Customer service and diversity
• Customer characteristics
• Action planning for success
To request this program for your college,
department, team, or group, call
814-865-8216.
Dealing with Confrontational
Customers CUS 022
Rick Capozzi
Faculty and Staff: $89 Others: $107
Have you ever had to deal with an irate
or hostile customer? Although this experi-
ence can be unpleasant, don’t let it ruin
your day. This program provides partici-
pants with practical strategies to effectively
manage confrontational customers. More
specifically, this program will help you to:
• Recognize the nature of hostile behavior
• Identify signs for potentially
violent behavior
• Develop strategies to manage
hostile behavior
• Determine when “enough is enough”
when dealing with a hostile customer
Topics
• Behavior identification
• Recognizing signs of hostile behavior
• Strategy development
• Knowing the limit
Schedule for Two Offerings
hh Mar. 18, 2010 Thu 9:00 - 12:00
hh Aug. 12, 2010 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
31
Diversity Education
Programs in this section are joint offerings of HRDC and the Affirmative Action Office (AAO). The AAO provides diversity education for
administrators, managers, faculty, and staff throughout the University. All programs in this section are developed, designed, and delivered by
diversity training professionals. These programs build skills and provide tools that focus on multiculturalism and diversity trends, issues, chal-
lenges, and opportunities. The programs are also designed to be interactive and experiential. Any of the offerings can be tailored to the needs
of your specific college, campus, department, team, or group. To discuss diversity programming, please contact the Affirmative Action Office at
814-863-0471 V/TTY, or visit the office’s web site at http://www.affirmativeaction.psu.edu for other available diversity programs.
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program.
If you miss the two-week deadline, call 814-865-8216 before registering to check if space is available.

Diversity in Action:
Increasing Awareness
The programs offered in this area are
designed for employees who want to
become more aware of the general dynam-
ics of diversity.
Understanding and
Valuing Diversity DIV 008
Annie Holmes
Faculty and Staff: None Others: $20
This program is an introduction to what
diversity means at the individual, group, and
organizational level. Its purpose is to increase
general awareness about the definition of
diversity, fundamental diversity principles,
and Penn State’s support and efforts in diver-
Wait There’s More: Understanding Wisdom of the Ages: Applying
sity. This program will help participants to:
and Valuing Diversity 2 DIV 072 Generational Concepts
• Identify the dimensions of diversity New Program at Work DIV 051
• Improve understanding of the impact Annie Holmes Annie Holmes
of cultural messages and cultural Faculty and Staff: None Others: $20 Faculty and Staff: None Others: $20
programming This program provides a more extensive Four generations of people currently exist
• Recognize the impact of group and interactive experience toward explor- in today’s workplace. This session high-
membership ing diversity. We will go beyond the basic lights and illuminates the benefits and
• Provide accurate information about understanding of defining diversity in order challenges that exist when people of various
Penn State’s diversity efforts to further develop ways in which one under- ages work together. This session will help
• Identify ways that individuals can stands their identity and the role one plays participants to:
enhance and support diversity efforts in the workplace through their own lens.
This program will help participants to: • Identify the four generations
Topics
• Understand how your experiences and • Recognize the impact of generational
• Defining diversity background affect perceptions influences on styles, attitudes, values,
• Individual cultural identity and behaviors
• Explore the significance of how
• The impact of stereotyping identities intersect • Develop more effective strategies for
working with people of various ages
Schedule for Two Offerings • Identify actionable goals toward
enhancing diversity in the workplace Schedule for Three Offerings
hh Sep. 15, 2010 Wed 9:00 - 11:30
Prerequisite(s): Understanding and Valuing hh May 27, 2010 Thu 9:00 - 11:30
hh Feb. 16, 2011 Wed 2:00 - 4:30
Diversity hh Nov. 5, 2010 Fri 9:00 - 11:30
Each offering meets for one session.
Schedule for Two Offerings hh Apr. 14, 2011 Thu 2:00 - 4:30
Location: 334 James M. Elliott Building
hh Oct. 19, 2010 Tue 9:00 - 11:30 Each offering meets for one session.
Location: The May and November offerings
Wisdom of the Ages: hh Mar. 24, 2011 Thu 2:00 - 4:30
will be held in 431 James M. Elliott Build-
Applying Generational Each offering meets for one session. ing; the April offering will be held in
Location: The October offering will be held 334 James M. Elliott Building
Concepts to Work in 334 James M. Elliott Building; the March
Different generations do not always see offering will be held in 431 James M. Elliott
things the same way. Learn about genera- Building
tional differences in customer expectations
in Generational Differences in Customer
Service, found on page 29.

32

Beyond Sexual Harassment:
Identifying and Preventing Other
Types of Harassment in the
Workplace DIV 069
Annie Holmes Recently, Penn State revised its anti-discrim-
Faculty and Staff: None Others: $20
In addition to sexual harassment, there are
liability issues associated with harassment
based on skin color, race, disability, national
origin, religion, gender, sexual orientation,
age, and other characteristics protected by
law. This program will help participants to
better identify potential problem behaviors
and implement strategies for effectively han-
dling such behavior.
Specifically, this class will:
• Define harassment
• Identify the various types of harassment
• Delineate the negative impacts
of harassment
• Provide practical ways to address
and prevent harassment
Schedule for Three Offerings
hh Apr. 6, 2010 Tue 2:00 - 4:30
hh Dec. 1, 2010 Wed 9:00 - 11:30
hh May 19, 2011 Thu 2:00 - 4:30
Each offering meets for one session.
Location: The April offering will be held in 118
Agricultural Science and Industries Building;
the December and May offerings will be held
in 334 James M. Elliott Building
Sexual Harassment: Awareness
and Prevention DIV 006
Annie Holmes are asked to openly examine issues of race,
Faculty and Staff: None Others: $20
This program provides basic guidelines
for understanding and preventing sexual
harassment in the workplace. Information
about the legal basis for sexual harassment
as well as Penn State policies and proce-
dures will be discussed. Case studies are
included for participants to assess, discuss,
and identify resolutions for potential sexual
harassment situations in higher education.
This program will help participants to:
• Define sexual harassment
• Understand the legal and procedural
process for sexual harassment situations
• I dentify appropriate steps to be taken to
help prevent, report, and resolve sexual
harassment issues
Schedule for Two Offerings
hh Aug. 18, 2010 Wed 2:00 - 4:30
hh Jan. 17, 2011 Mon 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Gender Identity: What’s
It All About? DIV 070
Annie Holmes
Faculty and Staff: None Others: $20
ination policy to include gender identity.
Since the addition of sexual orientation
to the policy, many people have assumed
that this covered all acts of discrimination
and harassment against people who are
transgender. While this may be the case,
the University wanted to go a step further
and make it clear that it is against Penn
State policy to discriminate against people
based specifically on gender identity, which
is different from sexual orientation. This
program provides an introduction to the
concept of gender identity in an effort to
clarify the difference between these two
often misunderstood concepts. Specifically,
participants will:
• Learn the meaning of gender identity
and how it differs from sexual
orientation
• Identify the various ways that gender
identity is expressed
• Understand the issues that transgender
individuals contend with in employ-
ment and academic settings as well as
how those issues impact others within
these settings
• Identify individual and organizational
strategies for working through the vari-
ous issues that arise in the workplace
Schedule for Three Offerings
hh Jun. 2, 2010 Wed 2:00 - 4:30
hh Nov. 11, 2010 Thu 9:00 - 11:30
hh Apr. 5, 2011 Tue 2:00 - 4:30
Each offering meets for one session.
Location: The June offering will be held in
431 James M. Elliott Building; the Novem-
ber and April offerings will be held in 334
James M. Elliott Building
Sexual Orientation in the Workplace:
Can We Talk Yet? DIV 005
Annie Holmes Diversity
Faculty and Staff: None Others: $20
This program is designed to facilitate an
open and respectful dialogue about a topic
that is often difficult to discuss in our
culture. Participants will be encouraged to
explore their perceptions and beliefs about
sexual orientation, to reflect on the origin
of those perceptions, and to discuss how
they influence our interactions with others.
Specifically, this program will help you to:
d i v e r s i t y e d u c at i o n
• Identify societal and individual
prejudices related to sexual orientation
(sometimes referred to as heterosexism)
• Gather accurate information about
lesbian, gay, bisexual, and transgender
identities
• Identify how attitudes about sexual
orientation influence workplace climate
evelop strategies and skills for appro-
• D
priately addressing issues of sexual
orientation in the workplace
Schedule for Two Offerings
hh Jul. 29, 2010 Thu 9:00 - 11:30
hh Jan. 21, 2011 Fri 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Exploring the Three R’s: Race,
Reality, and Responsibility DIV 053
Annie Holmes
Faculty and Staff: None Others: $20
This program begins to advance the dialogue
about issues of race, racism, and oppression
within our culture. The use of the movie
Crash guides the discussion as participants
as well as the stereotypes that we often con-
sciously and unconsciously act upon. This
program will help participants to:
• Recognize and address “inhibitors” to
understanding different races
• Explore perceptions of responsibility
and privilege
• Identify individual strategies for
reducing racial and ethnic bias
Prerequisite(s): Understanding and Valuing
Schedule for Three Offerings
hh Mar. 25, 2010 Thu 1:30 - 4:30
hh Sep. 9, 2010 Thu 1:30 - 4:30
hh Feb. 7, 2011 Mon 9:00 - 12:00
Each offering meets for one session.
Location: The March offering will be held
in 118 Agricultural Sciences and Industries
Building; the September and February of-
ferings will be held in 431 James M. Elliott
Building
33
 d i v e r s i t y e d u c at i o n
Global Diversity: Developing
Intercultural Awareness and
Acceptance DIV 042
Annie Holmes
Faculty and Staff: None Others: $20
This program addresses the realities of liv-
ing and working in an increasingly global
society where understanding other cultures
is often an essential component of organiza-
tional success. Participants are encouraged to
explore their feelings and perceptions about
non-U.S. cultures in an effort to develop
effective strategies to promote intercultur-
al awareness and acceptance. Specifically,
participants in this program will:
• Gather accurate information about
other cultures
• Examine issues associated with
acclimating to life in the United States
• Develop strategies to work more
effectively with those whose cultures
are different from their own
Schedule for Three Offerings
hh Apr. 29, 2010 Thu 2:00 - 4:30
hh Oct. 13, 2010 Wed 9:00 - 11:30
hh Mar. 29, 2011 Tue 9:00 - 11:30
Each offering meets for one session.
Location: The April offering will be held in
324 Agricultural Sciences and Industries
Building; the October offering will be held in
334 James M. Elliott; the March offering will
be held in 431 James M. Elliott Building
Racial Identity: Surprise,
We All Have One DIV 054
Annie Holmes case studies in order to understand diverse
Faculty and Staff: None Others: $20
With all of the talk about issues of race, we
rarely dig beneath the surface to explore
how one’s racial identity is actually shaped.
Moreover, we often assume that only those
from minority backgrounds have a spe-
cific racial identity. This program provides
a unique opportunity to explore past and
34
present thinking on racial identity from
the perspective of whites and people of
color alike. Participants in this session will
be encouraged to discuss these various per-
spectives as they examine how our racial
identity is formed. The session will allow
participants to:
• Develop a comprehensive understanding
of Racial Identity Theory
• Gain a greater awareness of how one’s
racial identity affects interactions within
groups and between groups
• Discuss the personal and professional
impact of these interactions
Prerequisite(s): Understanding and Valuing
Diversity
Schedule for Two Offerings
hh Dec. 14, 2010 Tue 9:00 - 11:30
hh May 24, 2011 Tue 2:00 - 4:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
Power & Privilege: How We
See It and How We Don’t DIV 073
New Program
Annie Holmes In These Shoes: Being a Minority
Faculty and Staff: None Others: $20
This program will explore the concepts of
power and privilege. We will examine how
power and privilege can play out in the
workplace through communication and
interactions with colleagues and customers.
Interactive experiences will be utilized in
order to create a space for dialogue regard-
ing perceptions of power and privilege.
Participants will work through practical
perceptions of a situation and how implicit
interactions can affect workplace climate.
Participants will:
• Engage in an experience that explores
power and privilege
• Gain a better understanding of what
power and privilege is
• Explore perceptions of power and
privilege
• Identify one’s own power and privilege
in the workplace and how to engage
with others within that context
Schedule for Two Offerings
hh Aug. 5, 2010 Thu 9:00 - 11:30
hh Jan. 27, 2011 Thu 2:00 - 4:30
Each offering meets for one session.
Location: The August offering will be held in
431 James M. Elliott Building; the January
offering will be held in 334 James M. Elliott
Building
Freedom of Speech:
Rights and Duties DIV 055
Ken Lehrman
Faculty and Staff: None Others: $20
This program introduces and provides
information about the First Amendment.
In addition, issues of free speech will be
reviewed and discussed as it applies to work-
ing within an institution of higher educa-
tion. This session will help participants to:
• Learn more about the rights and duties
associated with the First Amendment
• Discuss how free speech and civility are
related in the expression of ideas
• Explore situations that reveal the
complexities of the First Amendment
Schedule for Two Offerings
hh Sep. 29, 2010 Wed 9:00 - 11:30
hh Feb. 24, 2011 Thu 8:30 - 11:00
Each offering meets for one session.
Location: The September offering will be held
in 334 James M. Elliott Building; the Febru-
ary offering will be held in 431 James M.
Elliott Building
on a Majority Campus DIV 068
Annie Holmes
Faculty and Staff: None Others: $20
This program is specifically geared toward
racial/ethnic minority group members who
work and live within the Penn State com-
munity. It is designed to provide a safe
space for participants to openly discuss
the opportunities and challenges that are
unique to their experience. This program
will allow participants to:
• Discuss their personal and professional
experiences with others who may have
similar experiences
• Share useful strategies for acclimation
to the Penn State community
• Gather information on particular net-
works or resources within the community
Schedule for Three Offerings
hh Apr. 14, 2010 Wed 2:00 - 4:30
hh Nov. 17, 2010 Wed 2:00 - 4:30
hh Apr. 28, 2011 Thu 9:00 - 11:30
Each offering meets for one session.
Location: The April 2010 offering will be held
in 324 Agricultural Sciences and Industries
Building; the November and April 2011
offerings will be held in 334 James M. Elliott
Building

Diversity in Action:
Improving Skills
The programs offered in this area have been
developed for participants who have a gen-
eral understanding of diversity and want
to improve their skills and professional
effectiveness.
How to Assist an Employee Who Might
Need an Accommodation DIV 050
Bill Ritzman
Faculty and Staff: None Others: $20
This interactive program is specifically
designed to focus on the “nuts and bolts” of
implementing the employment provisions
of the Americans with Disabilities Act. This
program will help participants to:
• Conduct effective and legal
pre-employment inquiries
• Effectively resolve situations where
performance issues and disability
intersect
• E
ffectively implement the Reasonable
Accommodation Process
Schedule for Three Offerings
hh Jun. 24, 2010 Thu 2:00 - 4:30
hh Dec. 10, 2010 Fri 9:00 - 11:30
hh May 23, 2011 Mon 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Climate Control: Promoting Mutual
Respect in the Workplace DIV 056
Annie Holmes Prerequisite(s): Understanding and Valuing
Faculty and Staff: None Others: $20
This program is designed to address the
many ways in which workplace climates
either promote organizational success or
contribute to decreases in both morale and
productivity. Participants are expected to
individually assess how their own actions and
attitudes impact this process, while working
with others to develop strategies aimed at
improving the workplace climate in general.
This program will help participants to:
• R
ecognize how specific behaviors serve
as barriers to organizational goals
• Identify specific warning signs that sig-
nal the need for organizational change
• Identify effective strategies to address
issues that arise in a way that promotes
mutual respect and support
Schedule for Three Offerings
hh Mar. 31, 2010 Wed 9:00 - 11:30
hh Aug. 31, 2010 Tue 2:00 - 4:30
hh Mar. 16, 2011 Wed 2:00 - 4:30
Each offering meets for one session.
Location: The March 2010 offering will be
held in 324 Agricultural Sciences and Indus-
tries Building; the August and March 2011
offerings will be held in 431 James M. Elliott
Building
Working Toward Cultural Competency:
The Final Frontier DIV 057
Annie Holmes various ways to address them. Specifically,
Faculty and Staff: None Others: $20
While recognizing that diversity exists is a
critical component of successful work envi-
ronments, achieving cultural competence
within an organization can be thought of as
the final frontier in providing customer ser-
vice. Developing a systematic set of attitudes,
behaviors, and policies in order to work
more effectively in cross-cultural situations
necessarily requires continuous assessment
of current practices and learning new pat-
terns of behavior. This program provides
participants with an overview of the notion
of cultural competence and asks them to
examine the ways that this particular concept
can be applied within institutions of higher
education. Specifically, this session will help
participants to:
• Develop a clear understanding of the
concept of cultural competence
• Discuss ways that particular practices
may inhibit the development of cultural
competence in the workplace
• Identify specific strategies for developing
cultural competence within a university
setting
Diversity
Schedule for Three Offerings
hh May 6, 2010 Thu 9:00 - 11:30
hh Oct. 1, 2010 Fri 9:00 - 11:30
hh Mar. 4, 2011 Fri 9:00 - 11:30
Each offering meets for one session.
Location: The May offering will be held in
118 Agricultural Science and Industries
Building; the October and March offerings
will be held in 431 James M. Elliott Building
d i v e r s i t y e d u c at i o n
Navigating Crossroads: Religion and
Culture in the Workplace DIV 058
Annie Holmes
Faculty and Staff: None Others: $20
Despite the widespread belief that some top-
ics should never be discussed in the work-
place, the reality is that we spend a great deal
of our time at work, and sensitive issues often
arise even as we attempt to adhere to such a
norm. This program begins to address issues
workers often face when religious or cultural
beliefs/practices intersect with workplace
policies. Trying to navigate such situations
can leave some workers feeling devalued and
frustrated, while employers may feel that
their hands are tied given the need to fol-
low organizational policies. Participants in
this program will be encouraged to openly
discuss the issues that arise in this area for
both workers and employers, and to explore
this program will help participants to:
• Identify particular areas where religious/
cultural beliefs may conflict with work-
place policies and procedures
• Discuss the impact of these types of
conflicts on individuals and teams
• Identify appropriate strategies for
addressing these issues in a way that
promotes mutual support and respect
Prerequisite(s): Understanding and Valuing
Diversity
Schedule for Three Offerings
hh Apr. 2, 2010 Fri 9:00 - 11:30
hh Dec. 6, 2010 Mon 2:00 - 4:30
hh Jun. 14, 2011 Tue 2:00 - 4:30
Each offering meets for one session.
Location: The April offering will be held in
431 James M. Elliott Building; the Decem-
ber and June offerings will be held in 334
James M. Elliott Building
Climate Control:
Promoting Stewardship
at Work
The green movement has been gaining
steam as a fundamental way to help save
the earth. Discover several ways to make
little changes that will be significant for our
environment in Personalizing Green, found
on page 66.
35
 d i v e r s i t y e d u c at i o n
Organizational Equity
The sessions offered in this section are designed
for advanced work in improving knowledge
and skills within specific content areas. These
are not introductory level classes.
What Managers Need to Know
to Prevent and Resolve Sexual
Harassment Issues DIV 048
Annie Holmes this session, participants will:
Faculty and Staff: None Others: $20
Basic information about the legal and
procedural basis of sexual harassment is
covered. Specifically, the role of the super-
visor in preventing and resolving issues
related to sexual harassment is addressed.
This session will help to:
• Describe the issues of liability related
to sexual harassment situations
• Identify the responsibility of supervisors
and managers in preventing and han-
dling sexual harassment situations
• Define appropriate supervisory actions
when allegations of sexual harassment
surface
Participants: Individuals with supervisory
or management responsibilities
Schedule for Two Offerings
hh May 18, 2010 Tue 2:00 - 4:30
hh Sep. 23, 2010 Thu 9:00 - 11:30
Each offering meets for one session.
Location: The May offering will be held in
431 James M. Elliott Building; the Septem-
ber offering will be held in 334 James M.
Elliott Building
What is the recipe for successful achieve-
ment? To my mind there are just four essential
ingredients: Choose a career you love, give it
the best there is in you, seize your opportuni-
ties, and be a member of the team.
– Benjamin F. Fairless
36
Follow the Leader: Leading
a Diverse Workforce DIV 059
Annie Holmes
Faculty and Staff: None Others: $20
This program is designed to help adminis-
trators, managers, and supervisors explore
the multidimensional role of the leader in
today’s diverse workforce. Case studies are
used to assess, examine, and resolve com-
plex issues of managing diverse teams. In
• Identify the depth and breadth of
leadership responsibility
• Examine the impact and influence of
leaders’ roles and responsibilities
• Identify and learn strategies and skills
for effective diversity leadership
Participants: Administrators, managers,
and supervisors
Schedule for One Offering
hh Jan. 6, 2011 Thu 2:00 - 4:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
Retaliation: What Managers
Need to Know about
Retaliation Claims DIV 060
Ken Lehrman behavior and biases
Faculty and Staff: None Others: $20
This program is designed to provide useful
information that can assist managers when
supervising a unit after a claim of discrimi-
nation has been filed. It increases awareness
of retaliation issues and provides guidance
that will help managers to supervise effec-
tively. More specifically, this program will:
• Explain the elements of a retaliation claim
• Define “protected activity”
• Identify the types of “adverse action”
that may constitute retaliation
• D
iscuss legitimate defenses to claims
of retaliation
• Offer strategies for preventing successful
retaliation claims while supervising
effectively
Schedule for Two Offerings
hh Apr. 19, 2010 Mon 2:00 - 4:30
hh Aug. 10, 2010 Tue 2:00 - 4:30
Each offering meets for one session.
Location: The April offering will be held in
431 James M. Elliott Building; the August
offering will be held in 334 James M. Elliott
Building
How to Avoid Discrimination and
Harassment Complaints: Effective
Intervention Techniques DIV 049
Andrea Commaker
Faculty and Staff: None Others: $20
Most discrimination complaints begin as
occasional or subtle behaviors and interac-
tions. Identifying the early signs of prob-
lems may prevent a discrimination com-
plaint. Supervisory responsibilities include
creating a positive office environment that
discourages discrimination. This practical,
skill-based session will help participants to:
• Recognize the impact of supervisor
• Prevent and resolve discrimination issues
• Use proactive strategies for ensuring
equal opportunity and build trust
• Identify illegal discrimination and the
legal obligations and liabilities
• Understand employee rights and
resources as well as the process of filing
a discrimination complaint
To request this program for your department,
team, or group, call 814-863-0471.
Leadership and Management
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program. If you
miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Skills and Tools
Survival Skills for
New Supervisors LDR 177
Diane Brown It’s great that you’ve worked hard, side-
Faculty and Staff: $134 Others: $161
Where do new supervisors learn how to
supervise? Right here! We will show you
the laws, policies, procedures, etc. that
you need to know in order to be com-
fortable and successful in your new role.
This workshop will help you to survive
and thrive as a supervisor until you have
the opportunity to complete Mastering
SuperVision. Listen to a panel of super-
visors who’ve been in your shoes discuss
what they wish someone would have told
them. There will be plenty of opportunity
for questions and answers. This program
will help you to:
• Clarify standards and expectations for
those who report to you
• Build teamwork and camaraderie in
your work group
ecognize, avoid, and address common
• R
supervisory challenges
• Comply with employment laws and
key Penn State policies
Topics
• Overview of supervisor responsibilities
• Key employment laws
• Common pitfalls
• Managing performance at Penn State
Schedule for Two Offerings
hh Mar. 25, 2010 Thu 9:00 - 4:00
hh Sep. 30, 2010 Thu 9:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Last Week I Was Your Co-worker,
Today I’m Your Supervisor LDR 176
Rhonda Mateer-Ross student staff
Faculty and Staff: $89 Others: $107
by-side with your co-workers. Your accom-
plishments have been recognized . . .
congratulations on your promotion! Now
what? Adjusting to your new role can be
challenging for you and your new team
members. Learn how to establish boundar-
ies so that you continue to be successful.
This program will help you to:
• Navigate the transition from peer
to supervisor
• Communicate your new role and
expectations in the work group
• Redefine working relationships
with former peers
• Adapt to no longer being “one of
the gang”
• Balance camaraderie with supervision
• Address overt and passive challenges
to your authority
Schedule for Two Offerings
hh Nov. 17, 2010 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Supervising Students and
Part-Time Staff LDR 206
Kimberly Snyder places to work
Faculty and Staff: $89 Others: $107
Would you benefit from learning effective
techniques for supervising student staff?
This program is designed for individuals
whose work unit depends on student staff.
Participants will focus on specific issues in
supervising student employees, the differ-
ence between managing college students
and career employees, communicating per-
formance expectations, monitoring work,
and motivating students. This program will
help you to:
• Develop guidelines to follow during the
initial hiring process
• Establish procedures pertinent to the
This program opened my eyes to a whole new
set of standards. I think the hand-outs are
outstanding.
– Participant in How the World’s Greatest
Managers Create the Best Places to Work
day-to-day supervision of student staff
• Define strategies for motivating
Topics
• Opportunities and challenges in
supervising student staff
• How to overcome the challenges student
workers present
Schedule for One Offering
hh Feb. 2, 2011 Wed 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
How the World’s Greatest
Managers Create the Best
Places to Work LDR 158
Lenny Pollack
Faculty and Staff: $89 Others: $107
Extensive research shows that the most
effective managers are successful in attract-
ing and retaining the best people by creating
a great place to work. This program explores
practices characteristic of exemplary work
places, and enables you to chart a strategy
for making your unit an even better place
to work. The seminar integrates the model
used by the Great Place to Work Institute
with the results of 80,000 interviews with
managers by the Gallup Organization. This
program will help you to:
• Identify five dimensions of great
• List specific practices for each of the
five dimensions
• Follow practical guidelines to turn four
keys of managerial effectiveness
• Identify practices of employers who have
made the transition from good to great
• Profile your unit in terms of exemplary
management practices
Topics
• Enhancing credibility
• Expressing respect
• Demonstrating fairness
• Building pride
• Encouraging camaraderie
Schedule for Two Offerings
hh Apr. 20, 2010 Tue 9:00 - 12:00
hh Mar. 2, 2011 Wed 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
37
 leadership and management
Beyond the Carrot and the Stick:
How to Effectively Motivate
Your Team LDR 216
New Program
Rick Capozzi
Faculty and Staff: $89 Others: $107
Penn State’s faculty and staff survey provides
an ongoing reminder of the importance
of rewarding and recognizing your team.
Acknowledging individual and team contri-
butions while keeping everyone’s morale and
productivity high is a constant challenge.
Perhaps you have struggled to find the right
ideas to recognize members of your team
or perhaps despite your best intentions,
your efforts have fallen flat. Invest a few
hours and see where perhaps you’ve gone
wrong in the past and pick up some great
ideas that you can immediately incorporate.
Participants in this program will:
• Discover the benefits of rewarding and
recognizing employees
• Identify common mistakes managers
make when showing appreciation
• Learn to uniquely acknowledge each
member of your team
• Review the parameters and best prac-
tices for rewarding and recognizing
at Penn State
• Develop a rewards and recognition plan
that works on any budget
Schedule for Two Offerings
hh Oct. 12, 2010 Tue 9:00 - 12:00
hh Apr. 7, 2011 Thu 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Delegation Boot Camp LDR 207
Bennett Hoffman the Leap . . . And Others Don’t, illustrate that
Faculty and Staff: $89 Others: $107
Do you have trouble entrusting your work
to others? Are you frequently putting in
overtime? Do you know you need help but
are not sure how to get it? Delegation boot
camp could be your answer! At boot camp,
you will gain strategies for deciding what
to delegate, when to delegate, and how to
delegate. The result . . . reduced stress and
more efficient use of your time. This ses-
sion will help you to:
• Identify the repercussions of a failure
to delegate
• Create a climate for successful delegation
• Select appropriate tasks to delegate
• Develop strategies for assigning tasks
Topics
• Delegation basics
• Delegation mistakes to avoid
38
• Follow-up Supervising for Success LDR 178
• Skills practice Patricia Shope
Faculty and Staff: $69 Others: $83
Schedule for Three Offerings
When the performance of those who report
hh Apr. 15, 2010 Thu 1:30 - 4:30
to you fall short, do you know why? Can
hh Oct. 28, 2010 Thu 9:00 - 12:00 you distinguish between the need for train-
hh Apr. 28, 2011 Thu 1:30 - 4:30 ing and other causes? This seminar provides
Each offering meets for one session. supervisors with a “tried and true” method
for systematically improving performance.
Location: 431 James M. Elliott Building
Through realistic examples, lively discus-
Good to Great: Why Some sion, and analysis, we will explore the many
causes of performance discrepancies. Based
Companies Make the Leap . . . on the model by Mager and Pipe, you will
And Others Don’t LDR 174 gain a valuable tool for helping to improve
Rick Capozzi Cost: Negotiated performance by identifying the underlying
reasons for shortfalls. Specifically, partici-
Can a good company become a great com-
pany, and, if so, how? There is no miracle pants will be able to:
moment. Instead, a down-to-earth, prag- • Identify causes of poor performance
matic, committed-to-excellence process • Distinguish between real and perceived
framework that keeps each company, its training needs
leaders, and its people on track for the long
haul is the key to sustained excellence. The • Plan for improved performance
companies profiled in Jim Collins’ book, Schedule for Two Offerings
Good to Great: Why Some Companies Make hh May 12, 2010 Wed 10:00 - 12:00
the Flywheel Effect—steadfast discipline— hh Jan. 12, 2011 Wed 9:00 - 11:00
is the solution to the Doom Loop—the Each offering meets for one session.
quick fix—that frequently characterize Location: 431 James M. Elliott Building
organizations in today’s rapidly chang-
ing world of work. Attend this program
to discover how and why the hedgehog
triumphs over the fox. This program will
help you to:
• Create a pocket of greatness within your
own span of responsibility
• Discover how to elevate your area of
work and influence from good to great
• Focus ambition for greatness on organiza-
tion achievements rather than personal
prestige
• Build your own flywheel within your
area of responsibility
To request this program for your
college, department, team, or group,
call 814-865-8216.

Enterprise Risk Management:
Managing Decisions to
Minimize Risk LDR 201
Diane Brown/Gary Langsdale Stephanie Flanagan/Angela Rogers
Faculty and Staff: None Others: $20
Joint offering of HRDC and Risk
Management
Whether we allow students to wait for the
bus inside our building, clean up a spill
within five minutes versus fifteen minutes,
launch a new academic major, receive
funding for new research, or approve the
renovation of office space, each decision
we make has some level of risk—not all
require the same level of planning. Risk
management is an integrated approach to
assessing and addressing threats to organi-
zational goals. This program offers practi-
cal guidelines and strategies to maximize
benefits and mitigate risks. It is designed to
provide academic and administrative unit
team leaders with problem solving tools
to systematically assess risks before making
decisions. This program will help you to:
• Define enterprise risk management
• Identify the benefits of a systematic
approach to managing risks
• Follow a four-step risk management
process when making decisions
• S elect and apply an appropriate strategy
for dealing with risks
• I dentify possible risk factors or disad-
vantages of a given plan of action
• Create action plans to avoid each
identified risk factor and/or to deal
with it should a risk factor materialize
• Recognize how risk management can be
used to gain a competitive advantage
Topics
• Risk and risk management
• Four-step risk management process
• Range of decisions that warrant
deliberate risk management
• Strategies to deal with risks
Schedule for Three Offerings
hh Mar. 22, 2010 Mon 1:30 - 4:30
hh Aug. 4, 2010 Wed 9:00 - 12:00
hh Feb. 15, 2011 Tue 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
I like having a step-by-step process to follow;
it makes it easier to cover all the bases.
– Participant in Enterprise Risk Management:
Managing Decisions to Minimize Risk
Hire Power: Strategies for Hiring
Key Employee Talent LDR 196
Employment and Compensation Staff lishing goals, and explaining performance
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and
Employment and Compensation
What do increased competition, baby
boomer retirements, and a shrinking talent
base have in common? They’re all chal-
lenges Penn State will face when it comes
to recruiting, developing, and retaining the
best workforce. Search committee members
and hiring supervisors are invited to attend
Hire Power, a crash course in effective
hiring strategies and techniques for fill-
ing your next vacancy. This program will
help ensure you have the right people to
meet your organizational needs. Even if
you don’t have any current vacancies, Hire
Power will prepare you today for the hiring
needs of tomorrow. You will learn to:
• Identify strategic hiring processes
• Define critical success competencies
and related behaviors
• Practice behavior-based interviewing
• Use a scoring system to document
search results
• Avoid common interview mistakes
Topics
• Strategic thinking
• Forming a search committee
• Preparing for and conducting
the interview
• Checking references
Schedule for Two Offerings
hh Jul. 14, 2010 Wed 1:30 - 4:30
hh Mar. 31, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Leadership and management
The Supervisor’s Role in a
New Employee’s “Onboarding
Experience” LDR 197
Faculty and Staff: $89 Others: $107
Whether a member of your unit is new
to Penn State or just new to the unit,
effective orientation requires the coopera-
tive efforts of Human Resources, manage-
ment, and team members—before and
after the new employee arrives. By the
time a new hire reports to work, a large
investment in his/her success has already
been made by the organization. A well-
planned onboarding process will yield a
solid return on your investment. Discover
how you can help the new employee make
a smooth transition to their new role by
creating a welcoming environment, estab-
expectations. Everyone in the unit benefits
from a well-planned onboarding process
for new employees. This program focuses
on the top 10 onboarding needs of both the
new employee and the organization. This
program will help you to:
• Differentiate between HR orientation
functions and job-related orientation
functions
• Describe the goals, roles, and responsi-
bilities for new employee onboarding
• Retain talent and maximize return
on investment
• Recognize and satisfy the top 10
onboarding needs of both the new
employee and the organization
Topics
• Employee “onboarding” versus
“orientation”
• A welcoming environment
• Top 10 onboarding needs
Schedule for Two Offerings
hh Apr. 27, 2010 Tue 1:30 - 4:30
hh Dec. 1, 2010 Wed 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Enhancing Your “Professional Presence”
How we build relationships, what we
say and do, how tactful we are, and our
appearance are all important elements of
professionalism. Learn the standards and
strategies of professional image in Business
Etiquette on page 55.
39
 leadership and management
Exceptional Service Begins
with Exceptional People LDR 182
Patricia Shope Cost: Negotiated
Creating and following a service strategy
may start you on the way to great service;
but in order to deliver exceptional service,
you also need exceptional people. Do you
know how to find them? Do you know
how to retain talented employees with a
customer focus? Are you setting them up
for success? This program will help you to
raise your service efforts to the next level.
The workshop will help participants to:
• Identify recruitment and retention
strategies for service-oriented staff
• Recognize and reward staff for
exceptional service
• Select the best method to develop staff
skills for delivering exceptional service
To request this program for your
college, department, team, or group,
call 814-865-8216.
Coaching Others with
Courage and Patience LDR 198
Diane Brown tive program examines how these func-
Faculty and Staff: $104 Others: $125
With all of the responsibilities that man-
agers and supervisors have to juggle, it
sometimes seems easier to avoid a prob-
lem rather than to have the courage
and patience to address the situation.
Approaching challenges from a coaching
perspective has a positive impact on per-
formance while simultaneously enhanc-
ing working relationships and building a
positive climate. Successful coaches focus on
possibilities rather than limitations in
others, and they take personal responsi-
bility for overcoming those limitations.
Effective coaching helps others to capital-
ize on their strengths and further develop
their skills and abilities. The joys of coach-
ing include the personal satisfaction of
making a positive difference, better perfor-
mance, and improved workforce recruit-
ment and retention. Attend this program
and discover how to:
• Focus your energy on helping others
improve their performance and
achieve goals
• Provide guidance, insight, and encour-
agement to staff for improved work
performance
• Strengthen and enhance staff develop-
ment through a continual day-to-day
process that goes beyond the once-
a-year performance review process
40
Topics
• Benefits of coaching for you, the staff,
and your unit
• What makes an effective coach
• Setting expectations by using a four-
step model
Schedule for Three Offerings
hh May 20, 2010 Thu 1:30 - 4:30
hh Oct. 7, 2010 Thu 8:00 - 12:00
hh Apr. 26, 2011 Tue 8:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Managing Tasks and
Processes Strategically LDR 190
Patricia Shope
Faculty and Staff: $104 Others: $125
This seminar takes a fresh look at four
basic management functions—planning,
organizing, staffing, and tracking. Discover
how these essential management responsi-
bilities have evolved since the days of
rigid, hierarchical command-and-control
approaches to management. This interac-
tions are best performed in today’s partici-
pative work environment that emphasizes
empowerment, employee involvement,
and open two-way vertical communica-
tion. This workshop combines a strategic,
broad perspective of management with
numerous practical tips and guidelines
that will help you to be even more effec-
tive and efficient at managing tasks and
processes strategically. More specifically,
this seminar will help you to:
• Recognize the critical functions or
responsibilities of managers
• Adapt management practices to today’s
participative, empowered workplace
• Set effective goals
• Integrate staff input into management
decisions
• Maximize staff commitment to
management plans and decisions
• Use resources more efficiently
• Increase productivity
To request this program for your
college, department, team, or group,
call 814-865-8216.
The program was informative and inspired me
to think strategically and apply what I learned.
– Participant in Managing Tasks and Processes
Strategically
Introduction to the Creative
Problem Solving Model LDR 171
Rick Capozzi Cost: Negotiated
CPS (Creative Problem Solving) is a multi-
step model that can be applied to such
challenges as reducing costs, rewarding
employees, increasing student enrollment,
optimizing meetings, increasing donations
or other income, etc. This seminar pro-
vides an overview and introduces the
stages of CPS, which was developed by Dr.
Sid Parnes and Dr. Alex Osborn. These
stages include Data Finding (gathering
information), Problem Finding (selecting
a specific problem statement for the ses-
sion), Generating Ideas (identifying pos-
sible solutions), and Planning for Action
(evaluating alternatives and creating a fol-
low-through plan). Attend this program
to expand your tool kit of practical man-
agement strategies. Through interactive
activities, this seminar will help you to:
• Enhance your questioning ability so that
data finding efforts are exact and complete
• Utilize techniques to differentiate
between the underlying problem and
symptoms of a problem
• Experiment with a variety of strategies
that propagate novel and brilliant ideas
• Use divergent and convergent thinking
skills to engage in whole brain thinking
• Develop a cogent plan for action that
incorporates people and processes
To request this program for your
college, department, team, or group,
call 814-865-8216.

H R D C
Meeting the Leadership
Faculty and Staff: Fee as shown for each seminar or $327 for all five seminars
Others: Fee as shown for each seminar or $394 for all five seminars
Based on the book, The Leadership
Challenge, by Kouzes and Posner, this
series will challenge you to be the best
leader you can be! Whether you are new
to leadership, a seasoned veteran, or
aspire to a leadership role, this powerful
series based on cutting edge research will
help you excel in meeting your chal-
lenges. This series will help you to:
• Differentiate between leading
and managing
• Lead people and manage tasks
• Identify different leadership styles
• Discover best practices in leadership
• Leverage strengths and opportunities
• Enhance your leadership potential
• Create a plan to strengthen
leadership abilities
Model the Way LDR 185
Patricia Shope Challenge the Process LDR 187
Faculty and Staff: $69 Others: $83
This workshop will help you to clarify
your leadership style. Embark on a jour-
ney of discovery to identify your personal
values, find your voice, and express your
beliefs. In this way, you can build and
affirm shared values and set an example
for those you lead. Through discussion
and other interactive activities, you will
be able to:
• Build and affirm shared values
• Align actions with values
• Cultivate consensus in organizational
goals
Schedule for One Offering
hh Nov. 2, 2010 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
P rogram S eries
LDR 184
Challenge
Inspire a Shared Vision LDR 186
Patricia Shope Patricia Shope
Faculty and Staff: $69 Others: $83
Are you forward thinking? Do you have
a vision for the future? Are others able to
follow your vision? Join us as we examine
the importance of vision and how shared
aspirations can help you excel as a leader.
This seminar will help you to:
• Develop a shared sense of vision
• Enlist others to pursue a common
vision
• Use a shared vision to handle periods
of change
Schedule for One Offering
hh Nov. 9, 2010 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Patricia Shope Encourage the Heart LDR 189
Faculty and Staff: $89 Others: $107
Effective leaders seek new challenges
and opportunities to grow. By doing so,
they take the initiative to experiment,
take risks, and learn from mistakes. In
this engaging workshop, you will see
leadership from a new perspective as you
explore the importance of courage and
risk-taking in meeting leadership chal-
lenges. This seminar will help you to:
• See challenges as opportunities
• Capture opportunities through
innovation
• Cultivate fresh ideas and take risks
Schedule for One Offering
hh Nov. 16, 2010 Tue 9:00 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
Leadership and management
Enable Others to Act LDR 188
Faculty and Staff: $69 Others: $83
Collaboration improves performance.
Join us for this engaging seminar as we
explore ways to create a climate of trust,
cooperation, and commitment. Learn
to develop competence and confidence
in those you lead and strengthen oth-
ers through empowerment and posi-
tive interdependence. This seminar will
equip you with the tools to:
• Foster collaboration
• Promote buy-in to unit goals
• Facilitate positive interdependence
Schedule for One Offering
hh Nov. 23, 2010 Tue 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Patricia Shope
Faculty and Staff: $89 Others: $107
This workshop looks at leadership through
the eyes of those we lead. Rewards, recog-
nition, and appreciation help us to touch
the heart. Discover practical strategies for
engaging the heart and creating an atmo-
sphere of individual excellence and com-
munity spirit. By attending this program,
you will be able to:
• Clarify standards for staff
• Personalize recognition
• Show appreciation for individual
excellence
Schedule for One Offering
hh Nov. 30, 2010 Tue 9:00 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
41
 leadership and management
M ulti - S ession
Performance Management:
Staff Review and Development at Penn State
LDR 090
Lenny Pollack
Faculty and Staff: $134
Performance management is a year-
round process that involves you, the staff
member, and their responsibilities. This
two-part program focuses on using Penn
State’s Staff Review and Development
Plan to manage performance in a positive
way. This program is designed to ensure
that you are equipped with all the skills
you need to establish a comprehensive
and cohesive performance management
system for your team!
Launching the Performance
Management Process by Defining
Expectations, Part I
Performance improvement doesn’t just
happen by chance; it entails careful
planning, coaching, and goal setting to
help staff reach their full potential. This
workshop provides an overview of the
performance management process and
identifies practical strategies for improv-
ing performance, beginning with the
definition of standards. This session fea-
tures hands-on exercises that allow you to
write performance standards for the eight
factors in the University’s Staff Review
and Development Plan.
Schedule for One Offering
hh Jan. 25, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
42
P rogram
Others: Unavailable
Conducting Reviews and Planning
for Performance Improvements,
Part II
The second part of the performance man-
agement process involves reviewing and
discussing staff performance and then
planning for improvement. The perfor-
mance review is not an end in itself, but
a tool for improving the performance of
individuals and the work group. Discover
practical techniques for evaluating overall
performance, conducting reviews, leading
review discussions, and helping staff to
create individualized development plans.
Schedule for One Offering
hh Feb. 1, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Leadership can be thought
of as a capacity to define
oneself to others in a way
that clarifies and expands a
vision of the future.
– Edwin H. Friedman
Facilitation Skills for
Effective Leadership LDR 199
Stephanie Flanagan
Faculty and Staff: $164 Others: $197
Being an effective group leader involves
using skills to influence the way group
members interact, learn, and perform.
This session will equip you with basic
skills, tools, and techniques for facilitating
group processes and discussions as well as
promoting positive group interactions and
learning. This program will enable you to:
• Identify characteristics of effective
facilitators
• Lead and facilitate group processes
and discussions
• Apply strategies for effective group
decision-making and problem solving
Topics
• Group dynamics
• Maintaining neutrality
• Building consensus
• Handling difficult conversations
Schedule for One Offering
hh Jun. 9 & 16, 2011
Thu 8:30 - 12:00
Each offering meets for two sessions.
Location: 431 James M. Elliott Building
The Power of
Storytelling
Are you looking for another way to motivate
and inspire others? One option is to use
stories to connect with others and help them
grasp concepts. Take a look at Storytelling:
How to Lead and Inspire Using Stories,
found on page 16.

Managing the Hard Stuff LDR 164
Susan Rutan Cost: Negotiated
This program examines the challenges of
managing some of the most difficult per-
sonnel issues we face today: workplace
bullying, alcohol abuse, and mental illness.
Through the use of case studies as well as
small and large group discussion, partici-
pants in this program explore indications
of problems and identify strategies for deal-
ing with them. The presenter will provide
real-life examples of effective and ineffec-
tive management strategies for individuals
responsible for supervising others in facing
these issues. This program will help you:
• Recognize the signs of bullying, alcohol
abuse, and mental illness at work
• Develop strategies for managing
employees with these concerns
• Identify resources to assist you
Topics
• The effects of alcohol abuse, bullying,
and mental illness on work and the
work environment
• Recognizing the indicators
• Strategies for managing employees
• I dentifying resources and organizational
structures
To request this program for your
college, department, team, or group,
call 814-865-8216.
Leadership
Leadership Lessons Learned Stone Valley’s new Odyssey III multi-level
in the Office LDR 218
New Program
Brynn Rousselin This program features engaging interac-
Faculty and Staff: $89 Others: $107
If you enjoy the popular TV series, The
Office, you’ll love exploring the program’s
lessons that apply to your workplace.
Michael Scott, Regional Manager, and
his staff at the Dunder Mifflin Paper
Company of Scranton, PA, have created
a successful, albeit awkward, office opera-
tion. In a time when other branches of the
company are struggling combined with
the challenge of selling paper products
in an increasingly “paperless” world, the
Dunder Mifflin Scranton crew has found
their niche. Michael’s antics and leadership
style provide us with a wealth of lessons
and hilarious gaffs. This workshop reviews
and analyzes video clips to highlight les-
sons we can learn from the successes and
failures of the Dunder Mifflin staff and
the effect of Michael’s leadership practices.
This program will help participants to:
• Improve interpersonal communication
skills
• Refine coaching skills
• Increase employees’ level of engagement
• Enhance relationships with co-workers
Topics
• Leadership
• Communication
• Employee engagement
Schedule for Two Offerings
hh Sep. 23, 2010 Thu 9:00 - 12:00
hh Jan. 18, 2011 Tue 1:30 - 4:30
Each offering meets for one session
Location: 431 James M. Elliott Building
By personality and training, I’m inclined to work
individually and overcome challenges on my
own. The Odyssey Course challenged me in a
way that forced me to rely on my team, and I
learned a lot in the process.
– Participant in Leadership at New Levels
Leadership at New Levels LDR 203
Brynn Rousselin goals. Through discussion of these activi-
Faculty and Staff: $135 Others: $162
Joint offering of HRDC and Stone Valley
Vertical Adventures
Would you like to strengthen your leader-
ship skills? Do you enjoy the outdoors?
If you answered “yes” to either of these
questions, then this program is for you!
Leadership at New Levels is offered at
challenge course, located adjacent to Lake
Perez in the Stone Valley Recreation Area.
tive activities designed to help you better
understand your leadership style. Through
a combination of physical and mental chal-
lenges, this program stimulates “hands” on
discovery. Through guided discussion of
these challenges, you will strengthen key
leadership skills. Leadership at New Levels
will help you to:
• Improve communication skills
• Refine coaching and problem
solving skills
• Enhance decision making skills
Topics
• Leadership
• Communication
• Coaching and problem solving
• Decision making
leadership and management
Although this program involves some
physical activity, participants need not
be physically fit.
Schedule for One Offering
hh Sep. 21, 2010 Tue 8:30 - 1:30
Each offering meets for one session
Location: Stone Valley Recreation Area
Leading Through Challenges LDR 204
Brynn Rousselin
Faculty and Staff: $135 Others: $162
Joint offering of HRDC and
TeamWorks, Inc. Learning Center at
Tussey Mountain
Through engaging activities, this excit-
ing program provides an opportunity for
stimulating conversation and group inter-
action. In this relaxed, natural setting,
participants will enjoy a combination of
exercises both on the outdoor challenge
course and in the lodge. Through low-
impact physical activity and a circuit of
mentally challenging situations, partici-
pants will be asked to work together as a
group to problem solve and achieve shared
ties, you will gain new insights into your
leadership style, strengths, and improve-
ment areas. More specifically, this program
will help you to:
• Communicate effective and efficiently
• Discover new solutions to
every-day challenges
• Create strategies for handling
constraints and stress
• Examine group dynamics and
leadership styles
Topics
• Communication
• Strategies for dealing with stress
• Problem solving
• Group dynamics
• Leadership
Schedule for Two Offerings
hh May 27, 2010 Thu 8:30 - 1:30
hh Oct. 14, 2010 Thu 8:30 - 1:30
Each offering meets for one session.
Location: Tussey Mountain and Lodge
Ethical Leadership
Would you like to learn how to handle every-
day ethical dilemmas? Sharpen your ability
to address ethical problems in your daily
work by attending Everyday Ethics, found on
page 52.
43
 leadership and management
If Harry Potter Ran Penn State LDR 191
Patricia Shope versus what you can influence
Faculty and Staff: $69 Others: $83
Leadership wisdom from the wizard!
While magic is one of Harry’s tools, he
tackles most situations using his strongest
resources­—intelligence, relationships, cour-
age, heart, and reasoning. Discover how
you can capitalize on your best resources
to make the most of your leadership poten-
tial. Based on the book If Harry Potter Ran
General Electric by Tom Morris, this is a
fun new way to look at leadership. Great
for Harry Potter fans but lots of fun even if
you’ve never been introduced to Harry and
his friends. This program will help you to:
• Understand your strengths
• Identify your own leadership resources
• Recognize key leadership skills
• Use leadership skills to handle your
toughest challenges
• Enhance your leadership potential
Schedule for Two Offerings
hh Mar. 4, 2010 Thu 2:00 - 4:00
hh Sep. 28, 2010 Tue 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Demonstrating Leadership in Your
Personal Sphere of Influence LDR 035
Rebecca Cianci
Faculty and Staff: $89 Others: $107
Do you ever wonder if leadership is right
for you, or if you have the qualifica-
tions for leadership? Discover how leaders
evolve without positional status. Explore
the various dimensions of leadership and
how successful organizations rely on and
encourage leadership at every level. This
seminar explores powerful strategies for
maximizing your impact as a leader within
your personal sphere of influence. More
specifically, this program will help you to:
• Become a powerful force within your
sphere of influence
• Identify ways to enhance your
leadership abilities
• Define the parameters of your sphere
of influence
• Plan to develop leadership opportuni-
ties within that sphere
Topics
• Seeing yourself in a leadership role
• Taking charge of your actions
• Examining personal vision, values, and
balance in your life
44
• Recognizing what you can change
Schedule for Two Offerings
hh Nov. 3, 2010 Wed 9:00 - 11:30
hh May 18, 2011 Wed 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Ten Clowns Don’t Make
a Circus LDR 219
New Program
Tammy Miller
Faculty and Staff: $89 Others: $107
Life, like any circus, has ring masters,
clowns, lion tamers, and many more char-
acters. In this program, we explore how
personal and professional roles can help
any group or organization work smarter
and more effectively for greater success.
Utilizing the strengths of the individual
and the organization, we will explore
several critical success strategies; how we
can better understand those strategies; and
then ways to implement them for greater
success. This seminar, based on the book
Ten Clowns Don’ Make a Circus by Steven
Schragis and Rick Frishman, will help
anyone understand how implementing
the right strategy in life and business is the
key to making a positive difference. The
knowledge and key strategies in this pro-
gram will have an immediate impact on
your life. This program will help you:
• Discover the value of your own
diversity
• Recognize the value of the diversity
of others around you
• Identify and celebrate the integration of
strengths for success under the Big Top
of life!
• Develop an action plan for immediate
implementation
Schedule for Two Offerings
hh Jul. 15, 2010 Thu 9:00 - 12:00
hh Apr. 13, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Change and the
Workplace
Leading change can be just as challenging
as experiencing it personally. For your group
to be successful, discover how to create
a shared understanding of change in High
Impact Change Management, found on
page 81.
Developing the Leader
Within You LDR 212
Rick Capozzi
Faculty and Staff: $89 Others: $107
“People don’t want to be managed. They
want to be led. Whoever heard of a
world manager?” World leader, education
leader, religious leader, political leader—
they lead. They don’t manage. The carrot
always wins over the stick. This interactive
program is based on the book, Developing
the Leader Within You by John Maxwell.
Through discussions based on the main
points of the book, you will discover
numerous catalysts to further your transi-
tion from manager to leader. More specifi-
cally you will:
• Discover the five levels of leadership
• Develop the vision, value, influence,
and motivation required of successful
leaders
• Design ways to use problem solving
to gain leadership
• Determine the ultimate test of leadership
• Discuss the most important lesson
of leadership
Topics
• Influence and creating positive change
• Priorities
• Attitude
• Vision
• People development
Schedule for Two Offerings
hh Dec. 15, 2010 Wed 1:30 - 4:30
hh Jun. 15, 2011 Wed 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building

Personality and Your
Leadership Style LDR 213
Brynn Rousselin MBTI® Certified
Faculty and Staff: $109 Others: $130
Cost includes the price of an MBTI®
assessment
Understanding your personality type and
preferences can help you to better under-
stand yourself and others and provide a
basis for improving communication and
interaction with others. As a leader, your
personality also affects the way people
within your unit relate to one another.
Even if you have taken the Myers Briggs
Type Indicator (MBTI®) before, this ses-
sion will provide new and deeper insights
into your personality. This session will
help you to:
• Explore how differences in individual
styles affect how you lead and respond
to others
• Identify the implications of your
personality profile in leading your
work group
• Discover how to tap into personality
differences to leverage change
• Use personality type as a guide for
managing problems and leading
change
Topics
• Decision making
• Problem solving
• Managing group conflict
Please register at least three weeks prior
to this program to allow ample time for
you to complete the MBTI® assessment
and have your report scored and pro-
cessed.
Schedule for One Offering
hh Feb. 22, 2011 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Psst - Mentoring Matters! Location: 431 James M. Elliott Building
Pass it on! LDR 200
Patricia Gouse Cost: Negotiated
In today’s fast-paced world of change, a
great deal of workplace expertise is not
written down anywhere but carried around
in the minds of the workers. Let’s not rein-
vent the wheel but rather share what we
know and learn what we need to know
from others. This seminar is designed for
managers, supervisors, and other leaders
who would like to utilize mentoring to
promote the sharing of knowledge. At the
end of this seminar, you will be able to:
• Identify different types of mentoring
programs
• Navigate the “ins and outs” of build-
ing a mentoring program
• Customize a mentoring program for
your personal situation
• Establish criteria to evaluate your
mentoring program
To request this program for you college,
department, team, or group, call
814-865-8216.
Ethical Leadership LDR 214
Dee Frisque
Faculty and Staff: $89 Others: $107
You can make Penn State an even better
place to work by doing your part to ensure
fair and ethical management practices
throughout the University. Research indi-
cates that organizations that build ethical
cultures generally outperform those that
do not. By providing ethical leadership,
you can improve your effectiveness as a
leader. This session highlights how the val-
ues, rules, procedures, and guidelines that
you establish can help others make ethical
decisions. In this session, you will:
• Discuss your personal leadership
philosophy
• Identify key indicators of an
ethical culture
• Assess the ethical climate of your unit
• Propose strategies for developing an
ethical culture
Topics
• Ethical dilemmas
• Fairness in management decisions
• Ethical values, rules,
procedures, and guidelines
Schedule for Two Offerings
hh Apr. 22, 2010 Thu 9:00 - 12:00
hh Nov. 9, 2010 Tue 9:00 - 12:00
Each offering meets for one session.
Effectively Leading Teams LDR 202
Stephanie Flanagan Schedule for Two Offerings
Faculty and Staff: $134 Others: $161
Lao-Tsu states: “When the best leader’s
work is done, the people say, ‘We did it
ourselves’. “This interactive program for
team leaders focuses on effectively guid-
ing and supporting teams to achieve their
goals. Discussions and activities illustrate
how you can create an efficient and pro-
ductive team. This program equips team
leaders to:
leadership and management
• Develop a shared vision with their team
• Use the components of trust to
increase team effectiveness
• Maximize creativity in leading
team decisions
• Recognize how increased risk can
increase conflicts in teams
Topics
• Group dynamics
• Team communication
• Understanding the team leader role
Schedule for Two Offerings
hh May 6, 13 & 20, 2010
Thu 10:00 - 12:00
hh Jun. 1, 8 & 15, 2011
Wed 2:00 - 4:00
Each offering meets for three sessions.
Location: 431 James M. Elliott Building
Enhancing Team
Effectiveness LDR 208
Brynn Rousselin
Faculty and Staff: $69 Others: $83
Does your work-group run like a “well
oiled machine”? Do you experience pro-
ductivity highs and lows with your team?
In today’s work environment, leaders
and supervisors strive for team unity and
cohesiveness. This program is designed to
provide leaders and supervisors the tools
necessary to create and maintain produc-
tive, high functioning teams. During this
program participants will:
• Explore the basic principles of
teamwork
• Discuss the various stages of team
development
• Discover the roles and responsibilities
of all team members
• Create a personal plan for improving
team performance
Topics
• Principles of teamwork
• Team development
• Characteristics of productive teams
hh Jun. 10, 2010 Thu 2:00 - 4:00
hh Mar. 29, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
One quality of leaders and high achievers in
every area seems to be a commitment to on-
going personal and professional development.
– Brian Tracy
45
 leadership and management
Recognizing the need for leadership and
management development that reflects the
University’s concern for people as well as its
continuing quest for quality performance, Penn
State has launched a major initiative focused
on leadership and management development.
Currently, the following five programs are
offered to faculty, staff, and technical-service
employees in all areas of the University to fur-
ther develop their leadership potential.
• Penn State Leader—The foundation of
leadership values and principles at Penn
State; for all faculty, staff, and technical-
service employees
• Mastering SuperVision—Comprehen-
sive skills for supervising others; for
faculty and staff with supervisory
responsibilities
• Beyond Mastering SuperVision:
Advanced Supervisory Practices­—
Refining and applying advanced skills for
supervising others; for faculty and staff
with supervisory responsibilities who have
completed Mastering SuperVision
• Management Institute—Refining and
integrating skills for strategic leadership
and management of a work unit; for
managers and directors
• Leadership Academy—Refining and
integrating skills for strategic leadership
and management of an academic unit;
for new academic department adminis-
trators with two or fewer years of experi-
ence as department or division heads
Take advantage of the Excellence in Leader-
ship and Management programs to cultivate
your potential for leadership and refine your
management skills. At the same time, you will
be helping to shape the University’s future as
both an innovative institution of higher learn-
ing and as a workplace committed to excel-
lence, diversity, and respect for others.
46
The Penn State Leader
Open to all Penn State employees, the Penn
State Leader is a unique professional develop-
ment opportunity for everyone who wants to
enhance their leadership potential regardless of
formal position.
• Designed for all faculty, staff, technical-
service employees, and administrators
• Explores current leadership concepts
and principles
• Emphasizes values-based leadership at
Penn State
• Features a guest speaker with demonstrated
leadership expertise
• Includes engaging activities on key
leadership issues
• Presented in a convenient two half-day
seminar format
• Offered at just $150 per person because
of central support
Participant Comments
• The Penn State Leader covered profound
realities and inspiring concepts in a short
time. Participants are able to spend an
adequate amount of time talking, collaborat-
ing, and becoming familiar with other Penn
Staters which increases learning.
• Topics covered in this class are actionable
and relevant to individuals at all levels and at
any point during their career. The presenters
were very receptive to listening to new ideas
and personal experiences.
• The information was point specific and pre-
sented strong but basic leadership principles.
Personal experiences and classroom projects
provided thought provoking discussion.
• The Penn State Leader was an excellent and it was extremely helpful! Aside from
program designed for any employee regard-
less of title, position, or years of service. HRDC project team did an excellent job
I enjoyed the networking opportunities and
leadership perspectives of the presenters
and other participants. It was refreshing to
see how dedicated other employees are in
becoming great leaders—great course!
To obtain additional information, contact
HRDC (814-865-3410, HRDC@psu.edu).
Mastering SuperVision
Mastering SuperVision is a comprehensive cer-
tificate program that provides participants with
proven skills for supervising others while fur-
thering the University’s goals. Through realistic
situations that typically confront individuals
who supervise others, participants learn to cre-
ate an environment of mutual trust where
people are encouraged to grow and develop.
• Designed for faculty and staff with
supervisory responsibilities
• Develops supervisory skills that improve
individual and organizational performance
• Refines skills in coaching, enabling, and
empowering others in an environment of
mutual trust
• Features numerous activities involving
realistic situations that typically
confront supervisors
• Formatted as a 63-hour certificate
program delivered over twelve weeks
• Taught by a team of instructors who
have demonstrated expertise in their
respective areas
• Offered at just $475 per person because
of central support
• Includes the option to earn academic credit
Participant Comments
• Mastering SuperVision provided an oppor-
tunity to network with other supervisors at
Penn State and helped me to gain knowl-
edge of best practices that will benefit my
department.
• Every session of Mastering SuperVision
presented useful information that I know
I can apply in the workplace.
• This was my first official supervisor training
the content, which was all very useful, the
facilitating and keeping our class informed.
• Overall I found MSV rewarding and I learned
a lot about myself and others. I wish that
all supervisors were required to take this
course so everyone could share in the
experience.
To obtain additional information, contact
HRDC (814-865-3410, HRDC@psu.edu).

Beyond Mastering SuperVision:
Advanced Supervisory Practices The Penn State Management Institute is a
Beyond Mastering SuperVision is an engaging
certificate program designed specifically for
graduates of Mastering SuperVision. Through
realistic and comprehensive case studies that
approximate issues, contexts, resources, and
constraints encountered by Penn State super-
visors, participants have the opportunity to
build on the knowledge and skills acquired
in Mastering SuperVision. The case scenarios
are demanding and comprehensive, requiring
participants to work through complex, multi-
dimensional challenges. A discussion-oriented
approach that emphasizes active and collabora-
tive learning is utilized. The program also fea-
tures guest speakers discussing insights about
supervisory topics. In addition, participants
share best practices in leadership and manage-
ment with one another.
• Designed for faculty and staff with super-
visory responsibilities who have completed
Mastering SuperVision
• Refines, develops, and enhances skills intro-
duced in Mastering SuperVision
• Features realistic case scenarios addressing
issues typically encountered by supervisors
• Enhances critical thinking and problem
solving skills
• Highlights best practices in supervision
• I ncludes peer-consulting on specific super-
visory challenges identified by participants
• Formatted as a 32-hour certificate
program that meets for 8 half-days
• Offered at $290 per person because
of central support
Prerequisite[s]: Completion of Mastering
SuperVision or equivalent knowledge
Participant Comments
• Beyond Mastering Supervision provided
practical application and more opportu-
nity to examine my personal supervisory
techniques. This is a great refresher from
Mastering SuperVision.
• The peer consulting is a definite strength of
this program. I found it helpful to hear about
others’ workplace issues and their suggested
solutions for my own situations.
• I enjoyed being involved in group discus-
sions with personnel from all levels of
management—from the first line supervisor
to the VPs. This program provided numerous
networking opportunities which was helpful.
• The variety of issues that could arise for any
supervisor was brought up in these ses-
sions. Some conflicts and/or situations were
brought up that I had never dealt with but
could potentially deal with at one time or
another. The large group discussion about
these situations and suggestions by others
and the speakers was very enlightening and
gave me a save of being prepared “in case
of . . .”
To obtain additional information, contact
HRDC (814-865-3410, HRDC@psu.edu).
CREATING OUR FUTURE THROUGH PEOPLE AND PERFORMANCE
Leadership and Management
Management Institute Leadership Academy
The Penn State Leadership Academy offers
dynamic certificate program that provides new academic department heads and division
an open exchange of ideas in an interactive directors opportunities to refine key skills
environment where management principles for leading academic units. The Academy
and concepts are explored in the context of emphasizes visioning, critical thinking, and
real-world university challenges. The program strategic leadership in the context of Penn State
refines leadership and management practices in values and priorities. Participants complete a
an era of rapid change. variety of learning activities in a series of four
• Designed for directors, assistant/associate seminars. The seminars feature peer learning
directors, and managers in a collegial environment to address realistic
challenges that academic administrators face
• Enhances abilities to think critically at Penn State. To support learning away from
and lead strategically
the seminars, participants subscribe to the
• Refines skills in strategic leadership based Leadership Management Resource Center, a
on Penn State values web site that explores issues and provides
• Refines skills for managing budgets, work convenient access to proven leadership and
processes, and customer service management tools.
• Taps into resources available to manage • Designed for academic department heads
effectively, creatively, and efficiently and division directors with two years of
• Features the creation of an individualized experience or less
leadership development plan tailored • Offered once every two years—the next
to each participant’s unique profile of lead- offering will begin Fall 2010
ership strengths and needs • Refines skills for strategic leadership and
• Provides opportunities to network with development of faculty and staff
executives, managers, and directors • Features a variety of activities that
throughout Penn State emphasize peer learning and networking
• Includes access to a web-based Leadership • Provides access to a web-based Leadership
and Management Resource Center and Management Resource Center
• Formatted as a 38-hour certificate program • Scheduled as a 28-hour certificate
• Offered at just $475 per person because program
of central support • Offered at just $475 per person because
of central support
Participant Comments
Participant Comments
• A lot of information that can be taken back in
day to day work-assist manager • Thank you for a very good set of sessions,
to increase performance. readings and consultations.
• Lots of great information! Thanks for • I am going to recommend that the dean
the resources. send new department heads to the
• Breeched on areas I had on my development Academy.
action plan. Innovation and creativity are • Very relevant points; valuable examples &
embraced in my organization—and helping suggestions; very practical & useable.
me lead the change will benefit my unit and
ultimately our students. To obtain additional information, contact
HRDC (814-865-0677, HRDC@psu.edu).
To obtain additional information, contact
HRDC (814-865-0677, HRDC@psu.edu).
To participate in the Penn State Leader, Mastering SuperVision, Beyond Mastering SuperVision,
the Management Institute, or Leadership Academy, you may ask your dean or executive to
nominate you, or you may enroll yourself by completing the Program Enrollment Form for
Excellence in Leadership and Management Programs in the back of this catalog.
47
Personal Effectiveness
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of the program.
If you miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Self-Management
Who’s Accountable? Oh, That
Would Be Me! PER 202
Diane Brown PER 062
Faculty and Staff: $89 Others: $107
Based on the book, Accountability—
A Noun or a Verb, this program chal-
lenges you to consider personal account-
ability as more than an idea; it is an action.
A victim mentality can keep you from
being successful; it can drain the life out of
you and others around you. Being respon-
sible and taking accountability for your
actions or non-actions is a choice. You can
determine whether you will be a “blamer”
or an “owner.” Attend this inspiring pro-
gram and discover how assuming personal
responsibility for your actions can be an
important step toward creating a vision for
the life that you want to live. More specifi-
cally, this workshop will help you to:
• Stop playing the blame game
• Take responsibility instead of blame
• Become the creator of your destiny
rather than a victim of it
• Be the driver of your life . . .
not a passenger
Schedule for One Offering
hh Aug. 3, 2010 Tue 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
I had no idea what to expect from this session.
You hit a home run. Our unit needed this ses-
sion. I only hope that the rest of the class was
open-minded and can take accountability back
to the work environment.
– Participant in Who’s Accountable? Oh, that
Would Be Me!
Calm Effectiveness: Excelling
During Challenging Times PER 104
Rick Capozzi priorities that matter most. Participants at
Faculty and Staff: $69 Others: $83
Do you have what it takes to thrive
under pressure and excel in a complex
and chaotic world? This program, which
will help you to unlock hidden capacities
to excel in a changing world, is based on
the work of Robert K. Cooper, Ph.D.,
author of the book The Other 90%, and
acclaimed educator on how exceptional
leaders and teams liberate untapped capac-
ities and excel under pressure. The Calm
Effectiveness skill set is a unique way that
48
H R D C P rogram series
Enhancing Productivity: Personal Strategies
Faculty and Staff: As noted per seminar or $129 for both seminars
Others: As noted per seminar or $153 for both seminars
Cost includes the book, Organize Your Office
Even the most experienced office profes-
sionals sometimes need help managing
the increased volume of work that is
common in today’s workplace. The key
to greater efficiency is maximizing your
productive capacity and organizing both
your workspace and your appointment
calendar. This program will help you
accomplish these goals by using an indi- Eliminating Clutter PER 064
vidualized approach to address two of the Claire Brannen
most nagging issues that face us all: the Faculty and Staff: $81 Others: $95
tendency to procrastinate in today’s fast-
Cost includes the book, Organize
paced world and the proclivity toward Your Office
clutter in your part of our hectic work
environment. Class size is limited to Schedule for One Offering
accommodate a special format, which hh Jan. 20, 2011 Thu 2:00 - 4:00
combines consultation and discussion so
Each offering meets for one session.
that your specific issues are resolved. Take
one program or both to improve your Location: 431 James M. Elliott Building
productivity and peace of mind! These
programs will help you to: Procrastinate . . . NOW! PER 063
• Identify problems specific to Rick Capozzi
your work Faculty and Staff: $69 Others: $83
• Implement practical strategies Schedule for One Offering
tailored to meet your needs hh Jan. 27, 2011 Thu 2:00 - 4:00
• Create a “solutions network” to Each offering meets for one session.
provide on-going recommendations
Location: 431 James M. Elliott Building
• Develop a plan of action
Note: Because of the individualized, con-
If we did all the things we are capable of
sultative format of these programs, enroll-
doing, we would literally astound ourselves.
ment is limited to 10. Seats are filled on a
– Thomas Edison
first-come, first-served basis.
individuals and teams rise above pressure Schedule for Three Offerings
and maximize their focus on the people and hh Mar. 3, 2010 Wed 2:00 - 4:00
hh Oct. 27, 2010 Wed 2:00 - 4:00
all levels will find compelling questions,
fresh perspectives, proven tools, and time hh Apr. 6, 2011 Wed 2:00 - 4:00
saving answers. This program will help Each offering meets for one session.
you to: Location: 431 James M. Elliott Building
• Learn why calm effectiveness is the key
to attaining new results
• Gain new tools for doubling energy,
mastering stress, and creating work-life You must take personal responsibility. You
cannot change the circumstances, the seasons,
balance
or the wind, but you can change yourself.
• Work smarter—not harder—with more – Jack Canfield
energy, focus, and calmness

H R D C P rogram
Getting Your Act Together
PER 039
Faculty and Staff: Fee as shown for each seminar or $151 for both seminars
Others: Fee as shown for each seminar or $182 for both seminars
Improve your personal effectiveness
through this series of skill-building work-
shops that offer numerous proven skills,
tools, tips, and techniques. The series is
sequenced to equip you with everything
you need for maximum productivity.
Getting Organized! PER 023
Claire Brannen
Faculty and Staff: $89 Others: $107
Getting yourself organized is the first
step toward increased effectiveness! If you
are feeling overwhelmed with paperwork,
processes, projects, and priorities, this
program will give you a sense of control
by helping you recognize and capitalize on
your personal organizing style. This work-
shop features practical strategies, exercises,
and tips. These proven strategies will help
you to reduce clutter and distraction in
your work routine. More specifically, this
program will help you to:
• Identify your preferred organizing style
• Clear out the clutter
• P
repare the best layout for your office
• Cope with paperwork
Schedule for Two Offerings
hh Mar. 23, 2010 Tue 1:30 - 4:30
hh Jul. 28, 2010 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
I have always believed, and I still believe,
that whatever good or bad fortune may come
our way, we can always give it meaning and
transform it into something of value.
– Hermann Hesse
series
Optimizing Your Time PER 024
Rick Capozzi
Faculty and Staff: $89 Others: $107
Perhaps you’re organized but still feel
overwhelmed! Do you sometimes arrive
at the end of a week of hard work won-
dering what you’ve accomplished? This
program helps you apply a goal-setting
process based on what’s important in your
professional and personal life. More spe-
cifically, this seminar will help you to:
• Establish goals and set priorities
• Identify and eliminate time wasters
• Follow proactive strategies to deal
with interruptions
• Manage work processes to improve
effectiveness
Schedule for Two Offerings
hh Mar. 30, 2010 Tue 1:30 - 4:30
hh Aug. 4, 2010 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Getting Your Act Together:
Convenient One-Day Format PER 040
Claire Brannen
Faculty and Staff: $134 Others: $161
Both programs in this series are also being
offered in a convenient one-day format.
You can attend the one-day program, and
put great time management ideas to work
the very next day!
Schedule for One Offering
hh Jan. 6, 2011 Thu 9:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
p e r s o n a l e f f e c t i v e n e ss
Keeping Your Head Above
Water While Doing More
With Less PER 097
Rick Capozzi
Faculty and Staff: $69 Others: $83
Did you get the memo? You are going to
be asked to do more and more with less
and less—faster and faster! Do you feel
like you can’t keep your head above water?
This program will provide you with the
opportunity to develop strategies to help
process and reduce the stress related to the
feeling of being overwhelmed. You’ll learn
how to:
• Identify strategies for managing stress
related to work
• Recognize the need to balance life
and work
• Review strategies for improving
processes to optimize workload
• Evaluate organizational opportunities to
collaborate in order to reduce workload
• Find comfort in developing your
personalized plan to “stay afloat”
Topics
• Stress management
• Balancing work and life
• Process improvement
• Collaboration strategies
Schedule for Three Offerings
hh May 26, 2010 Wed 10:00 - 12:00
hh Nov. 17, 2010 Wed 9:00 - 11:00
hh Mar. 22, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
So many dreams at first seem
impossible. And then they seem
improbable. And then, when
we summon the will, they soon
become inevitable.
– Christopher Reeve
49
 p e r s o n a l e f f e c t i v e n e ss
Eat That Frog PER 224
New Program
Tammy Miller The Nutrition Connection PER 195
Faculty and Staff: $49 Others: $59
Program will be delivered via Adobe
Connect. Instructions will be sent to
participants prior to the program.
Think of your hardest, ugliest assignment
as “the frog.” If that frog looks at you all
day, mocking you to eat it, but you don’t, it
actually zaps your energy. Without eating
it, does the frog get any smaller or prettier?
Of course not! You already know about
some tried and true techniques to get
more done—are you doing them? Based
on Brian Tracy’s book, Eat That Frog, this
program will help you to develop the habit
of eating your frog first thing in the morn-
ing to give you a “get up and go” feeling
for the rest of the day. This program will
help you to:
• Follow a practical strategy to overcome
formidable challenges
• Tackle the most important or challenge
tasks first
• Manage the “nibblers”
• Be accountable
Schedule for Two Offerings
hh Dec. 7, 2010 Tue 9:00 - 10:00
hh May 17, 2011 Tue 9:00 - 10:00
Each offering meets for one session.
Location: Adobe Connect
Bit Literacy: Productivity
in the Age of Information
and E-mail Overload PER 223
Bennett Hoffman Cost: Negotiated
Do you experience “digital overload” . . .
the daily flood of e-mail, multiple to-do
lists, a cluttered desktop, documents in
various file formats, and the constant
distraction of cell phones and other elec-
50
H R D C P rogram
Recharging Your Energy
in the Workplace and Beyond
PER 193
Faculty and Staff: $69 per seminar or $117 for both seminars
Others: $83 per seminar or $141 for both seminars
As we constantly reach to do more each
day in our work and personal lives, there
is more of a need to take the time to
refresh our minds and bodies. This new
series will help you to recharge your
energy in the workplace and beyond.
Stress Management:
Monica Montag your breath as an anchor for an overactive
Faculty and Staff: $69 Others: $83
Learn about the specific physiological
effects of stress on your body, how stress
increases your need for high quality nutri-
ents, and how eating properly can greatly
improve your stress hardiness. You will
learn how to eat for maximum energy and
which vitamins, minerals, and herbs can
best benefit you. After completing this
program, you will be able to:
• Reduce the effects of stress naturally
• Eat for maximum energy
• Identify diets, vitamins, and mineral
supplements that are right for you
Schedule for Three Offerings
hh Apr. 28, 2010 Wed 2:00 - 4:00
hh Sep. 29, 2010 Wed 2:00 - 4:00
hh May 17, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
tronic devices? If you need more than a
quick fix or another “how-to” guide, this
program offers an entirely new way to
improve productivity that you can put into
action immediately. This practical seminar
explores “bit literacy,” a method for work-
ing more productively in the digital age,
with less stress. Based on the book by Mark
Hurst, who has reached thousands through
his Uncle Mark technology guides, this
program will enable you to:
• Survive in the digital age
• Explore key factors that will enable you
to work with less stress
series
Mindfulness for
Everyday Stress PER 194
Monica Montag
Faculty and Staff: $69 Others: $83
Discover how you can enhance your pro-
ductivity and enjoyment at work. Learn
how to cultivate inner peace by paying
attention to the ordinary in your life,
moment to moment. Explore how to use
mind and how to break out of habitual
“stress reactivity.” After attending this
program, you will be able to:
• Use breathing techniques to keep
calm in tense situations
• Utilize relaxation strategies at work
or home
• Harness the power of positive thinking
Schedule for Three Offerings
hh May 5, 2010 Wed 2:00 - 4:00
hh Oct. 6, 2010 Wed 2:00 - 4:00
hh May 24, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Success in business requires training and
discipline and hard work. But if you’re not
frightened by these things, the opportunities
are just as great today as they ever were.
– David Rockefeller
• Discover how to utilize “bit literacy”
methods to climb out of information
overload
• “Let the bits go!”
To request this program for your college,
department, team, or group, call
814-865-8216.
I have learned that success is to be measured
not so much by the position that one has
reached in life as by the obstacles which he
has had to overcome while trying to succeed.
– Booker T. Washington

Born to Dream PER 192
Patricia Gouse Cost: Negotiated
You were born to dream, and your dreams
do matter. In fact, Eleanor Roosevelt once
said, “The future belongs to those who
believe in the beauty of their dreams.”
Attend this inspiring workshop and begin
to turn your dreams into reality. More
specifically, this seminar encourages you to
keep on dreaming, to use your dreams to
enrich your current circumstances, and to
build your dream future. This program will
help you to:
• Analyze Penn State’s vision statement
as a springboard for plotting your
career path
• Discover how living Penn State’s
core values can help you to develop
leadership qualities to reach your
full potential
• Overcome obstacles to achieve
your dreams
To request this program for your college,
department, team, or group, call
814-865-8216.
Making Your Dream Become
Your Reality PER 217
Patricia Gouse every problem? Do issues in the workplace
Faculty and Staff: $89 Others: $107
If the negatives around you are crowding
out the positives, this program is for you!
Rather than focusing on problem resolu-
tion, this seminar focuses on maximiz-
ing what is going right. Using a tool for
designing and progressing to a preferred
future, participants will be guided through
a process of self examination to identify
past successes and times of achievement.
Then you will identify what is working
for you and how you can have more of it.
Participants will:
• Discover what really excites and
energizes you on the job
• C
onstruct your dream for ideal work
relationships and work environment
• Design ways to leverage your strengths
and replicate your energy to bring about
your ideal work environment
• Create your destiny with a “to do” list
for making your dream become your
reality
• Practice the power of positive self image
Schedule for One Offering
hh Dec. 14, 2010 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Staying Energized on the
Job and Beyond PER 003
Monica Montag Cost: Negotiated
If you feel exhausted, have no pep, and are
not happy with life, this class is for you!
You will learn the key principles of relaxed
and energetic living that can restore the
vibrant relationship between your body,
mind, and spirit to improve both your per-
sonal and professional life. This program
will help you to:
• Eat for maximum energy
• Identify the diets, vitamins, and mineral
supplements that are right for you
• Use breathing techniques to keep calm
in tense situations
• Learn relaxation techniques you can
use at work or home
• Harness the power of positive thinking
Topics
• Eating habits
• Diets, vitamins, and minerals
• Breathing and relaxation techniques
• Positive thinking
To request this program for your college,
department, team, or group, call
814-865-8216.
Skills and Tools
The Seven Habits of Highly
Effective People PER 042
Sue Cromwell, Licensed Facilitator
Faculty and Staff: $649 Others: $736
Dr. Steven Covey’s book, The Seven Habits of
Highly Effective People, has been the best sell-
ing professional book in publishing history.
This workshop focuses on the universal
principles espoused by Covey as the basis
for an effective personal and professional
life. During the program, you will engage
in interactive exercises, case studies, and dis-
cussions to apply the Seven Habits to your
daily lives on the job, at home, and in the
community. This program will help you to:
• Evaluate your basic principles and values
• Achieve greater life balance
and direction
• Plan around your priorities
• Develop strategies to improve your
personal and professional effectiveness
p e r s o n a l e f f e c t i v e n e ss
Topics
• Personal mission statement
• Personality vs. character ethic
• Win-win communications
• The “Emotional Bank Account”
• Implementing a plan of personal
renewal
• “Synergizing” with others
Schedule for One Offering
hh Oct. 13, 20 & 27, 2010
Wed 8:30 - 4:30
Each offering meets for three sessions
Location: Room E, Bryce Jordan Center
Creating Optimism in the Workplace:
Looking on the Bright Side
of Work PER 101
Rick Capozzi
Faculty and Staff: $69 Others: $83
Do you tend to look at the negative side of
cause a sense of depression and negative
feeling? Why not take a different look at
your job? Learn strategies and techniques
that can help you to create a more positive
and optimistic view of your workplace.
Participants in this program will have the
opportunity to:
• Identify strategies for focusing
on positives
• Create a sense of enthusiasm for
your work
• Address the negative attitudes of
others in your workplace
• Learn how being positive can increase
your work performance
Topics
• Optimistic outlook in the work unit
• Strategies and skills for overcoming
negative feelings
• Creating enthusiasm at work
• Overcoming unit-wide pessimism
Schedule for Two Offerings
hh Apr. 13, 2010 Tue 10:00 - 12:00
hh Mar. 1, 2011 Tue 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
51
 p e r s o n a l e f f e c t i v e n e ss
Are You Lucky? PER 226
New Program
Rhonda Mateer-Ross • Consider the power of one person, and
Faculty and Staff: $69 Others: $83
Why do some people seem to have good
luck while others seem to fall prey to so
many failures in life? Recent scientific
research conducted by Richard Wiseman
in the book The Luck Factor reveals that
we really do have a great deal of control
over our luck! Whether considering your
career, job, relationships, or general hap-
piness, you will discover ways to increase
your success and to decrease life’s seemingly
random pitfalls. This program focuses on
four essential principles associated with
luck: creating chance opportunities, think-
ing lucky, feeling lucky, and denying fate.
Join this fun and enlightening program
designed to make a lucky difference in your
career and personal life. Can you become a
lucky person? The answer is YES! During
this program, you will:
• L
earn how to proactively pursue goals
rather than reactively let things happen
• D
evelop confidence in your beliefs and
intuition rather than “second-guessing”
yourself
• Capitalize on “chance” opportunities
Schedule for Two Offerings
hh Nov. 4, 2010 Thu 9:00 - 11:00
hh Mar. 3, 2011 Thu 9:00 - 11:00
Each offering meets for one session.
Location: The November offering will be held
in 334 James M. Elliott Building; the March
offering will be held in 431 James M. Elliott
Building
I’m a great believer in luck, and I find the harder
I work, the more luck I have.
– Thomas Jefferson
Transforming “Smelly” Situations
Using the FISH! Philosophy PER 196
Patricia Gouse making
Faculty and Staff: $69 Others: $83
This workshop will help you to apply
the basic tenets presented in the FISH!
Philosophy [see the Customer Service sec-
tion of this catalog] to common chal-
lenges at work and home. Whether the
“smelly” situation is a difficult co-worker
or a mountain of paperwork, this exciting,
high-energy program provides powerful
insights for rising above difficult chal-
lenges. This seminar will help you to:
52
• Recognize the importance of laughter
and the need for fun
celebrate the difference one can make in
the world
• Implement FISH! Philosophy concepts
to “deodorize even the most smelly”
situations
Schedule for Two Offerings
hh Jun. 15, 2010 Tue 2:00 - 4:00
hh May 19, 2011 Thu 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Everyday Ethics PER 075
Rebecca Cianci Cost: Negotiated
Concerns about “employer responsibility”
and financial practices make up a large
Emotional Intelligence: Know
part of our daily news and are influenc-
ing workplace practices in every industry,
Thyself . . . and Others PER 231
New Program
including higher education. This workshop
Stephanie Flanagan
will sharpen your ability to address ethical Faculty and Staff: $89 Others: $107
dilemmas in daily work. Lively discus-
sions and interactive exercises will help Sure—you’ve got the intellectual abil-
you to address tough ethical challenges ity and skill sets needed to get the job
while remaining firm in your convictions done, or so you think. But what about
and standing by your decisions. Although your Emotional Intelligence? Emotional
Intelligence involves emotional self-aware-
choosing between “right and wrong” paths
is often easy, this program prepares you for ness, self-management, social awareness
difficult ethical decisions involving alterna- and relationship management. Often, more
tives that may initially seem equally “right.” than anything else, our lack of understand-
ing of Emotional Intelligence gets in the
This unique program emphasizes simple,
practical tools for managing ethical con- way of successful outcomes and leaves us
duct and will help you to: wondering what went wrong. This pro-
gram will help you to:
• Use appropriate tools and strategies
when faced with ethical dilemmas • Explore your self-perceptions and how
others see you
• Build confidence in your decisions
• Recognize “triggers” that influence how
• Identify your core values
you behave and interact at work
• Overcome an ethical decision that
• Refine your ability to manage your
was handled poorly
emotions in order to project the profes-
• Discover your credo, your competencies, sional image you desire
and your confidence
• Recognize and adapt to others’ emotions
Topics to achieve your objectives
• Eight steps to sound ethical decision Schedule for Two Offerings
hh Dec. 2, 2010 Thu 1:30 - 4:30
• Key leadership skills and characteristics
for ethical decision making hh May 5, 2011 Thu 1:30 - 4:30
• Following a moral compass, regardless Each offering meets for one session.
of current trends Location: 334 James M. Elliott Building
• The role of integrity and credibility
• Take the “Ethics Challenge” If you wish to achieve worthwhile things
in your personal and career life, you must
To request this program for your college,
department, team, or group, call become a worthwhile person in your own
self-development.
814-865-8216.
– Brian Tracy

Transitions: Why You Don’t Ride
Your Tricycle Anymore PER 198
Patricia Gouse Angela Rogers • Differentiate between personal power
Faculty and Staff: $104 Others: $125
Transitions can be fun or devastating,
planned or unexpected, personal or some-
one else’s. Although transitions occur
throughout life, they tend to come in a
variety of sizes. A job change, a new pet or
family member, a co-worker’s illness, or a
personal loss can have far reaching effects
on job performance. This program will
help you to:
• Recognize and survive the transition
process
• Describe how various personalities
approach transition
• Cultivate your own strategies for
managing challenges that often
accompany transitions
• Explore methods to manage the emo-
tions of resentment, fear, anger, and
grief that tend to accompany transition
• Discover the freedom of forgiveness
Schedule for One Offering
hh Dec. 9, 2010 Thu 1:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
And When You Fall PER 230
New Program
Bennett Hoffman hh Mar. 24, 2010 Wed 1:30 - 4:30
Faculty and Staff: $69 Others: $83
Are you finding it difficult to reach the goals
you have set for yourself? This program will
help you to gain insight into the struggles
you may face when attempting to achieve
your goals, explore the power and strength
you have to keep pursuing your dreams, and
realize the value of reflecting on past set-
backs and failures. This program will show
you how to put setbacks into a framework
that allows you to learn and grow from
them. Participants will be able to:
• Build strength during adversity
• Get past setbacks to move forward
• Focus on a success mindset
• Learn strategies to overcome setbacks
Schedule for Two Offerings
hh Dec. 16, 2010 Thu 9:00 - 11:00
hh May 12, 2011 Thu 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
We are what we repeatedly do. Excellence
then, is not a single act, but a habit.
– Aristotle
Successful Life Balance At the end of the program, participants will
Strategies PER 215
Faculty and Staff: $89 Others: $107
Do you want to advance professionally
without sacrificing your personal life? Do
you feel like you are constantly running
around in circles and have trouble man-
aging your time or prioritizing tasks? Is
balancing your work and home life a
challenge? You are not alone. These are
common challenges, but they don’t have to
be. Take charge and take back your time!
This program examines challenges faced by
employees today in attempting to manage
their careers and personal lives. You will
gain tools, tips, and techniques for effec-
tively balancing both. This program will
help you to:
• Assess the current state of balance
in your life
• Manage your time more effectively
• Develop strategies for balancing both
work and personal life
Topics
• What is balance?
• The 24-hour day
• Prioritizing
• A formula for balance
Schedule for Two Offerings
hh Jan. 11, 2011 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Made me sit and really think about the mile-
stones in my life and gave me skills/ideas to
bring my life into balance.
– Participant in Successful Life Balance
Strategies
Climbing Your Ladder hh Sep. 15, 2010 Wed 9:00 - 11:00
to Success! PER 216
Patricia Gouse Each offering meets for one session.
Faculty and Staff: $69 Others: $83
Leadership experts believe that job sat-
isfaction is linked to self-leadership and
that self-leadership can be learned. Self-
leadership increases your perception of
control and personal responsibility and
therefore affects job performance. Attend
this session and discover how to take
control rather than merely drift through
a career. This workshop presents strategies
for utilizing your high powered right brain
activity for continuous self improvement!
p e r s o n a l e f f e c t i v e n e ss
be able to:
and positional power
• Identify personal leadership strengths
and values
• Increase self-confidence by increasing
self-awareness
• Map out a course for personal success
• Live in the moment
• Monitor self-talk and eliminate
negative assumptions that sidetrack
performance
Schedule for Two Offerings
hh Apr. 1, 2010 Thu 2:00 - 4:00
hh Jun. 1, 2011 Wed 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Nudging Your Way to Better
Decision Making PER 227
New Program
Angela Rogers
Faculty and Staff: $69 Others: $83
As human beings we can all use a little
help making better decisions. This prac-
tical workshop will help you to make
better choices and discover how to stop
patterns that often lead to predictable and
systematic mistakes. Based on the best-
seller Nudge: Improving Decisions About
Health, Wealth, and Happiness by Richard
H. Thaler and Cass R. Sunstein, this pro-
gram takes principles from the book and
helps you put them into practice in your
daily life. Participants will be able to:
• Identify bias in your perceptions
• Recognize different ways you are
nudged for better or worse
• Nudge yourself and others in your
circle of influence
Schedule for Two Offerings
hh Feb. 2, 2011 Wed 2:00 - 4:00
Location: 431 James M. Elliott Building
53
 p e r s o n a l e f f e c t i v e n e ss
H R D C P rogram
Making the Most of Your Memory
PER 219
Faculty and Staff: $89 per seminar or $151 for both seminars
Others: $107 per seminar or $182 for both seminars
Whether remembering a person’s name,
giving someone your e-mail address, or
recalling key discussion points for a meet-
ing, you are constantly tapping into your
memory. Why do you seem to have
great recall for some items but not oth-
ers? There are basically two types of
memory—trained and untrained. These
programs will help train yourself to make
the most of your memory. To request any
combination of the seminars listed below
for your college, department, group, or
team, call 814-865-8216.
Memory Tips, Tricks,
and Techniques PER 220
Rick Capozzi Memory—Making It Stick PER 221
Faculty and Staff: $89 Others: $107
If you have ever struggled to remember
someone’s name, a sequence of items in
a list, the steps of a process or presen-
tation, or just struggled to remember
where you put your keys or glasses, you
will appreciate this program. Most of us
have significant memory capacity that is
untapped. This program provides par-
ticipants with an understanding of how
memory functions, what hinders it, and
proven strategies for improving retention.
Participants will:
• Discover the causes of memory blocks
• Review several different memory
techniques to fit every situation
• Design personal memory systems to
make life better
• Remember names and faces
• Practice memorizing a list of twenty
objects in just minutes
Topics
• Association
• Visual memory
• Link method of memory
• Peg method of memory
• Memorizing names and faces
Schedule for Two Offerings
hh Oct. 19, 2010 Tue 9:00 - 12:00
hh Feb. 9, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
54
series
Rick Capozzi
Faculty and Staff: $89 Others: $107
Practice makes perfect, or so the say-
ing goes. This program will give you
an opportunity to apply memory tech-
niques to actual situations that challenge
you. Bring your memory challenges and
work independently and with others to
refine the application of numerous mem-
ory techniques. Participants will be given
opportunities to practice techniques to
improve retention. This program will
enable participants to:
• Discover how to choose which
method to use
• Apply proven memory techniques
to real-life situations
• Practice memorizing names and faces
• Develop memory habits
• Practice skills and methods discussed
in the program
Topics
• Practical application at Penn State
• Advanced name memorization
• Applying the peg method of memory
• The value of “I have a fantastic
memory!”
Schedule for Two Offerings
hh Oct. 26, 2010 Tue 9:00 - 12:00
hh Feb. 16, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Focus Your Thinking PER 090
Tammy Miller Cost: Negotiated
“When you are looking for obstacles, you can’t
find opportunities.” – J.C. Bell
In our extremely busy world of work, it can
be easy to focus on obstacles rather than
opportunities. Focusing your thinking on
the opportunities can provide success you
never dreamed possible. Through interactive
discussions, this program explores how to
capitalize on your thinking to achieve suc-
cess. After the program you will be able to:
• Recognize thought patterns that
create success
• Apply creativity to daily life
• Overcome negativity
Topics
• Negativity
• Creativity
To request this program for your college,
department, team, or group, call
814-865-8216.
Rising to the Challenge
of Supervision
Some of the most challenging issues in the
workplace today involve bullying, alcohol
abuse, and mental illness. Develop strategies
for supervising others with these concerns in
Managing the Hard Stuff on page 43.
Making the Right Decision
When It Really Counts PER 091
Dee Frisque
Faculty and Staff: $69 Others: $83
Have you ever made a decision that in
hindsight you regret? Decisions are made
every moment, and some of them have
significant consequences. This workshop
offers practical steps to help you think
critically to make informed decisions and
improve performance. By the end of this
program, you will be able to use a variety
of critical thinking skills to:
• Recognize situations when decisions
must be made
• Identify decision-making options
• Analyze and evaluate options to make
a positive impact on performance
Topics
• Observing critically
• Problem solving
• Making decisions

Schedule for Two Offerings
hh May 18, 2010 Tue 10:00 - 12:00
hh Nov. 18, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Business Etiquette PER 073
Rick Capozzi is yours or knowing when it’s the right
Faculty and Staff: $89 Others: $107
It is increasingly clear that our behaviors,
both at work and at home, mean some-
thing to others around us. Our appearance,
what we say, how tactful we are, and how
we build relationships are all critically
important. Whether or not we think it’s
unfair, people make character judgments
about our abilities based on how we handle
social situations. This practical seminar will
impart the etiquette guidelines you need to
know. This program, which prepares you
for success in the workplace and in life, will
help you to:
• Know and follow “the rules” of
business etiquette
• Determine when it’s OK to break the
rules and when it’s important to use
professional manners
• Free yourself from doubt and anxiety
about the impression that you’re
making on others
• Put yourself in control of virtually
every social situation
Topics
• Professional image standards
• Developing rapport, making introduc-
tions, using proper greetings, how to
use names/titles
• Dining etiquette—“Which fork do
I use?”
• Demonstrating common courtesies
and good manners
Schedule for Two Offerings
hh Sep. 21, 2010 Tue 9:00 - 12:00
hh Apr. 5, 2011 Tue 9:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
People grow through experience if they meet
life honestly and courageously. This is how
character is built.
– Eleanor Roosevelt
High Stakes Etiquette PER 176
Rick Capozzi during work-related meals? Something as
Faculty and Staff: $89 Others: $107
Do you find yourself entertaining “influen-
tial” guests or donors where one little snafu
can have a significant downside? Sometimes
knowing what not to say is more important
than what you do say. This program will
help you to be more confident and com-
fortable in high stakes situations. More
specifically, this “real world” program helps
participants to:
• Initiate and engage in productive
conversation
• Utilize creative ways to ask for
what you want
• Judge when to speak and when
to sit quietly
• Recover when “you’ve blown it”
• Assess what to do when you don’t
know what to do
• Operate at a business after hours
• Practice proper dining etiquette
• Respond appropriately if your guest
becomes offensive
• Evaluate how to best help a “VITO”
(Very Important Top Officer) save face
Topics
• Conversing with confidence
• Building relationships that last
• Operating in “high stakes” situations
• Networking with results
• Dining etiquette
• Maintaining and enhancing your
professional image
Schedule for Two Offerings
hh Jun. 24, 2010 Thu 9:00 - 12:00
hh Jan. 20, 2011 Thu 1:30 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
p e r s o n a l e f f e c t i v e n e ss
Dining Etiquette PER 222
Rick Capozzi
Faculty and Staff: $104 Others: $118
Cost includes meal.
How often do you find yourself wonder-
ing if you are practicing proper etiquette
simple as recognizing which water glass
time to talk business can shift your focus
from why you are there to wishing that
you weren’t. This program is conducted in
a private, fine-dining environment where
participants will:
• Discuss and reinforce proper etiquette
habits
• Determine when it’s important to follow
etiquette rules and when it’s acceptable
to break the rules
• Uncover etiquette myths
• Develop strategies for handling
awkward moments
• Discover best practices for handling
the bill in various situations
• Receive answers to your
dining questions
• Enjoy a delicious four-course meal!
Topics
• Table orientation
• The process of dining
• Establishing good habits
• Networking and doing business
• How do I eat that?
Schedule for Three Offerings
hh Mar. 24, 2010 Wed 5:30 - 7:30
hh Nov. 2, 2010 Tue 11:30 - 1:30
hh Apr. 20, 2011 Wed 5:30 - 7:30
Each offering meets for one session.
Location: Alumni Lounge, Nittany Lion Inn
Life is made of memorable moments. We must
teach ourselves to really live . . . to love the
journey not the destination.
– Ann Quindlen
55
 p e r s o n a l e f f e c t i v e n e ss
Leading the Green Challenge: Strategy
and Effective Action to Eliminate
Waste and Improve Quality PER 229
New Program
Erik Foley Spending our time on those things that
Faculty and Staff: None Others: $20
Joint offering of HRDC and the Campus
Sustainability Office
Penn State’s strategic plan states: “The
increasing pressures on global resources and
environmental conditions make it impera-
tive that Penn State embrace sustainability
in its many dimensions in ways that would
position the University as a leader nation-
ally and internationally.” One of the keys
to success in this endeavor is having faculty
and staff who are knowledgeable and will-
ing to lead green teams. Green teams are
groups of co-workers who develop and
implement ideas to reduce the environ-
mental impact of their building or unit.
This program will help you to:
• Analyze strategic and operational plans
to identify opportunities for integrating
sustainability
• Identify specific actions to develop and
evaluate the effectiveness of sustainabil-
ity initiatives
• Review a variety of green support
services offered through various units
• Develop communication and leadership
skills to be an effective “green cham-
pion” within your unit
• Create and lead green teams
• Learn from other effective
environmental champions
Topics
• Strategic Sustainability Planning
• Life Cycle Analysis
• Green purchasing
• University services
• Green marketing and communications
• Understanding relevant University
policies related to sustainability
Schedule for Two Offerings
hh Oct. 20, 2010 Wed 9:00 - 12:00
hh Mar. 17, 2011 Thu 1:30 - 4:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
Concrete, tangible ideas were presented that
can be incorporated into professional and
personal aspects of our lives
– Participant in Aligning Your Values and
Your Time
56
Aligning Your Values
and Your Time PER 107
Rick Capozzi
Faculty and Staff: $69 Others: $83
matter most leads to personal satisfaction
and professional success. Conversely, inter-
nal stress is often generated when what
we are doing does not align with the core
principles that we value. This workshop
helps participants articulate those values
that are most critical in their personal and
professional lives, and identify where their
time and energy are in or out of alignment
with those values. More specifically, this
program will help participants to:
• Identify and prioritize core values
• Document how time and energy
is spent
• Analyze inconsistencies between core
values and time spent
• Develop a plan for aligning personal
and professional values with time
Topics
• Core values
• The “wheel of life”
• Time allocation
• Alignment of values
Schedule for One Offering
hh Nov. 16, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
We are—Penn State! PER 205
Patricia Gouse key insights are explored throughout this
Faculty and Staff: $69 Others: Unavailable
Only one player carries the football over
the goal line. But the combined efforts of
everyone on the team and the coaches are
needed to make that score. “We are—Penn
State” is more than just a slogan! It’s an
attitude! It’s a method for approaching our
work day and performing our job tasks.
This program will help you to:
• Catch Penn State’s vision for the future
• Identify your personal contributions
toward achieving the University’s vision
• Map out your plan for personal success
• Foster pride in being a part of the
“Penn State Team”
Schedule for Two Offerings
hh Mar. 16, 2010 Tue 2:00 - 4:00
hh Apr. 21, 2011 Thu 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
The Power of One: Applying Your
Integrity and Values to Bring
Out More of the Best in Yourself
and Others PER 177
Patricia Gouse
Faculty and Staff: $89 Others: $107
The power of one person, one idea, or one
small action at the right time is often what
makes the greatest difference in leadership.
Based on the work of Robert K. Cooper,
Ph.D. author of the book The Other 90%,
and acclaimed educator on how excep-
tional leaders and teams liberate untapped
capacities and excel under pressure, the
Power of One examines the hidden pos-
sibilities that surround us for growth and
success. The program will act as a passport,
guiding you to examine first yourself, then
others who are vital to your success. Six
program, and each one will challenge you
to learn and grow in order to bring out the
best in yourself and others. This program
will help you to:
• Identify your distinguishing values
• Examine what work you are best at and
what you most love to do
• Define what you need in order to learn
and work at your best
• Describe what you need in order to feel
visible, valued, and involved
• Clarify those things that will help you
feel respected and recognized
Topics
• Leadership values
• Personal growth
• Action planning for success
Schedule for One Offering
hh Dec. 2, 2010 Thu 1:30 - 4:30
Each offering meets for one session.
Location: 322 HUB-Robeson Center

Faculty and Staff: Fee as shown for each seminar or $245 for all four seminars
Others: Fee as shown for each seminar or $292 for all four seminars
Cost includes self-assessment instruments completed before attending
Use this series to awaken the sleeping
giant within you! Today’s fast-paced, hec-
tic lifestyle allows little time to system-
atically examine who we are, where we’re
headed, and how to get there. This series
will lead you through a personal journey
of self-discovery and renewal that will
sharpen your vision of your goals and
equip you with the tools to turn that
vision into reality.
Focusing Your Energy to
Realize Your Potential PER 069
Dee Frisque your department’s latest challenges? This
Faculty and Staff: $79 Others: $83
Cost includes self-assessment instru-
ments completed before the seminar.
Unleash your inner potential! Break free
from the self-imposed snares of “mud-
dling mediocrity” by imagining personal
possibilities that reflect your unique val-
ues, interests, and strengths. Discover
the power and attractiveness of focusing
on a future that is uniquely tailored to
your personal configuration of capabili-
ties. The program will launch the journey
to become all that you can be by focusing
your energy on a destination described by
your personal vision. More specifically,
this program will help you to:
• Profile your values, interests,
and strengths
• Develop a personal vision that
capitalizes on your values, interests,
and strengths
• Write your personal vision statement
• Use your personal vision as a spring
board to energy, passion, and
achievement
Topics
• Taking responsibility for
“creating” your life
• Committing to your vision
• Playing with personal possibilities
• Planning for the future while living
in the moment
Schedule for Two Offerings
hh Apr. 7, 2010 Wed 10:00 - 12:00
hh Apr. 12, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
H R D C P rogram series
Realizing Your Potential
PER 068
Location: The April 2010 offering will be
held in 322 HUB-Robeson Center; the April
2011 offering will be held in 334 James M.
Elliott Building
Making the Most of Your Niche:
A Strategy for Growth PER 070
Rick Capozzi
Faculty and Staff: $69 Others: $83
Feeling out of place at work? Not sure if
your talents and contributions are being
utilized or appreciated? Wondering how
you can apply your real interests to meeting
workshop explores practical opportunities
to use your vision as a tool for carving
a niche for yourself in the workplace.
Identify work-related goals that help you
to move toward your vision, and discover
practical strategies for engaging your “boss”
as a resource who can help you to achieve
those goals. This program will help you to:
• Turn your vision into reality through
professional development and daily work
• Translate your vision into concrete
guidelines for daily decisions, priorities,
and work place activities
• Maximize your personal power by
living your inner vision each day
• Translate your personal interests into
added opportunities and enthusiasm
at work
• Support and reinforce your vision
through self-affirmations
Topics
• Discovering how you can best add
value to your work unit
• Dealing with barriers and constraints
that could undermine your vision
• Clarifying and refining your vision
through experience, reflection, and
journal writing
Schedule for Two Offerings
hh Apr. 14, 2010 Wed 10:00 - 12:00
hh Apr. 19, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
Location: The April 2010 offering will be
held in 322 HUB-Robeson Center; the April
2011 offering will be held in 334 James M.
Elliott Building
P ER S ONAL EFFECTIVE n e ss
Key Strategies for Success:
The Magic of Mentoring and
Productive Failure PER 071
Rebecca Cianci
Faculty and Staff: $69 Others: $83
Most successful people acknowledge their
limitations, learn from their mistakes,
and then take the initiative to make
improvements. But we often need guides
to give us coaching and inspiration as
we make sense of setbacks and successes.
Accepting your limitations frees you to
learn and benefit from mentors as well
as from mistakes and set-backs. Everyone
who has mastered a skill, trade, or career
field has done so through productive
failure. Learn how you can apply the
examples and successes of others to help
improve your limitations. Discover sim-
ple but powerful strategies for managing
your limitations and failure experiences
to achieve greater success. This program
will help you to:
• Analyze your limitations and set-backs
to determine improvement priorities
• Find mentors who “have the right
stuff ” for you and learn from their
mistakes and successes
• Approach others to form informal
mentoring relationships
• Experiment with creative approaches
to completing your work
• Try out new skills and capabilities
without fear of failure
Topics
• Identifying opportunities for
mentoring and productive failure
• The benefits of risk-taking
• Becoming comfortable with failure
• How productive failure can make
you a “winner”
Schedule for Two Offerings
hh Apr. 21, 2010 Wed 10:00 - 12:00
hh Apr. 26, 2011 Tue 9:00 - 11:00
Each offering meets for one session.
Location: The April 2010 offering will be
held in 322 HUB-Robeson Center; the
April 2011 offering will be held in 334
James M. Elliott Building
57
 P ER S ONAL EFFECTIVE n e ss
H R D C P rogram series
Realizing Your
Potential
Continued from previous page
Cultivating the Attitude
of Success PER 072
Tammy Miller • Identify and challenge assumptions
Faculty and Staff: $69 Others: $83
Attitude is everything . . . make it work
for you! The right attitude can mean
the difference between excitement and
success on the one hand and cyni-
cism and failure on the other. Explore
the attitudinal components of success,
and discover several practical steps you
can take to maintain a winning atti-
tude that’s both positive and produc-
tive. This seminar will help guide you
toward concrete behaviors that opera-
tionally define the “attitude of success.”
Toward that end, this program will help
you to:
• Take yourself lightly and your
work seriously
• Adopt a proactive approach to work
• Take initiative and be a
problem solver
• Stay positive in the midst
of negativity
• Strengthen personal optimism
and enthusiasm
Topics
• Injecting fun and happiness into
the workplace
• Assuming unconditional responsibil-
ity in the workplace
• Translating attitudes into behaviors
• Side-stepping the negativity traps of
perfectionism, catastrophe model-
ing, and personalization
• Identifying role models who demon-
strate the Attitude of Success
Schedule for One Offering
hh Apr. 28, 2010 Wed 10:00 - 12:00
hh May 3, 2011 Tue 9:00 - 11:00
Each offering meet for one session.
Location: The April 2010 offering will be
held in 322 HUB-Robeson Center; the
April 2011 offering will be held in 334
James M. Elliott Building
58
Thinking Power PER 037
HRDC Presenter • How learning strategies work
Faculty and Staff: $69 Others: $83
This program explores the importance of
critical thinking and helps participants
refine component skills that contribute to
success in the workplace. More specifically,
this seminar will help participants to:
• Recognize the benefits of critical thinking
• Increase awareness of thinking patterns
• Refine techniques to think effectively
Topics
• The four stages of thinking
• Asking questions that lead to
effective thinking
• Taking charge of irrational thinking
• Strategic thinking
• Becoming an advanced thinker
Schedule for One Offering
hh Mar. 31, 2010 Wed 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
High Performance Teams
Would you like to cultivate the habits of high
performing teams such as integrity, owner-
ship, initiative, leadership, and wisdom?
Learn to use questions as a tool for solving
problems in High-Performing Teams: Using
Questions to Achieve Excellence. For more
details see page 79.
Speed Reading Power PER 034
Rick Capozzi the “Eureka! Stimulus Response”
Faculty and Staff: $69 Others: $83
As the volume of written material that
reaches your desk continues to escalate, are
there ways that you can increase the effi-
ciency with which you read? Fortunately,
the answer is yes. This program offers a
series of practical comprehension strategies
that can help you make the most of your
valuable reading time. To ensure mastery of
these techniques, the format of this work-
shop offers opportunities for practice dur-
ing sessions. The time invested in this pro-
gram will pay off as your comprehension
improves in efficiency and effectiveness.
This program will enable participants to:
• Examine text to identify main ideas
• Locate, understand, and remember
important details
• Take well-organized notes from text,
meetings, lectures, and discussions
• Process e-mail more efficiently
Topics
• Using text structure to read either
for main ideas or for specific details
• Asking questions to guide the
reading process
• Evaluating and improving
comprehension accuracy
• Selecting appropriate strategies for
different situations and adapting them
to your needs
Schedule for Two Offerings
hh Apr. 8, 2010 Thu 2:00 - 4:00
hh May 11, 2011 Wed 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Creativity Power PER 029
Rick Capozzi
Faculty and Staff: $69 Others: $83
Learn to apply some of the most cutting-
edge concepts and strategies for personal
creativity to your daily work routine. Based
on the book Jump Start Your Brain, this
program will encourage participants to
rekindle their sense of creativity. The meth-
ods explored in this innovative workshop
have been successfully implemented by
companies such as Walt Disney, AT&T,
and Proctor and Gamble. Tools learned
may be applied to both personal and pro-
fessional settings. This program will help
participants to:
• Describe how “brain training” works
• Identify ideas and stimuli
• Recognize fears that suppress creativity
• Apply techniques and examples of
Topics
• Charting your brain operating system
• Recapturing adventurousness
• Ideas: the good, the bad, and the ugly
• Borrowing brilliance
• How to turn your dreams into reality
Schedule for Two Offerings
hh Jun. 30, 2010 Wed 10:00 - 12:00
hh Dec. 16, 2010 Thu 10:00 - 12:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
In the end, it is the person you have become,
not the things you have achieved, that is the
most important.
– Les Brown

Shipwrecked! PER 228
New Program
Brynn Rousselin proactive instead of reactive
Faculty and Staff: $69 Others: $83
You and a group of passengers have just
been shipwrecked and are stuck on a small
island with fishing gear, water, and not
much else. You have been assigned to a
team and sent on a fishing expedition.
Working with your assigned team, you will
weave your way through challenges, cap-
ture sea creatures, and try to make it back
to land. Your goal during this adventure is
to take an active role in discovering your
inner-strengths in building relationships,
problem solving, and communication.
This active encounter will help you to:
• Recognize your ability and responsibility
to encourage and inspire others
• Think creatively to solve everyday
challenges
• Use trust to build better relationships
• Discover the importance of inspiration
and encouragement
Topics
• Communication
• Trust
• Interpersonal relationship building
Schedule for Two Offerings
hh Oct. 13, 2010 Wed 2:00 - 4:00
hh Mar. 31, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Creativity for Each Day PER 086
Patricia Shope Cost: Negotiated
Creativity . . . Is it magic? Reserved for a
few “artistic types?” Discover how creativ-
ity can be a tool that enables anyone to see
the extraordinary in the ordinary. Through
interactive activities, you will be able to:
• Recognize the components of creativity
• Apply several creativity techniques
to daily work challenges
• See opportunities in any problems
• Break patterns of “old thinking”
To request this program for your college,
department, team, or group, call
814-865-8216.
Strive not to
be a success,
but rather to
be of value.
– Albert
Einstein
Life Planning
Developing a Positive
Self-Concept PER 001
Rick Capozzi Cost: Negotiated
We’ve all heard the phrase “think posi-
tive.” But how does the way we think
about ourselves shape our daily life, our
work responsibilities and relationships,
and our personal connections? This pro-
gram will help you identify and address
causes of poor self-image. In addition
to developing action plans to overcome
barriers to a positive self-concept, partici-
pants in this program will explore the ele-
ments of positive self-esteem. This program
will help participants to:
• Clarify the causes and effects of
diminished self-esteem
• Describe the role of criticism
and feedback
• Develop a strong self description
• Maintain a positive self-concept despite
obstacles and crises
• Identify and develop strategies for
combating image distortions
Topics
• The language of positive self-imaging
• Handling mistakes
• The tyranny of self-criticism
To request this program for your college,
department, team, or group, call
814-865-8216.
Personal Goal Setting
and Achievement PER 013
Rick Capozzi Cost: Negotiated
Learn to create your future according to
your personal wants and needs! In this
workshop, participants clarify their values
and then follow a step-by-step model for
developing goals based on those values.
This program will help participants to:
• Take responsibility for what life will be:
design it, orchestrate it, and turn goals
into reality
• Ensure that other people or external
events do not dictate what life will be
P ER S ONAL EFFECTIVE n e ss
• Recognize that creating one’s own future
involves hard work and risks—being
Topics
• Creating your vision
• Clarifying your values
• Examining life goals
• Setting clear goals
• Devising an action plan
To request this program for your college,
department, team, or group, call
814-865-8216.
Presenting a
Professional Image PER 007
Rick Capozzi Cost: Negotiated
This program focuses on the benefits of
understanding and managing your per-
sonal image and style. Learn how strong
communication and interaction skills can
increase your confidence and capture the
attention of others. This program will help
participants to:
• Present an authoritative and
professional image
• Develop strong verbal and non-verbal
communication skills
• Increase self-confidence when
interacting with others
• Identify behaviors that enhance
personal presence
Topics
• Personal style and presence
• Risk-taking
• Self-confidence
• Self-defeating habits
To request this program for your college,
department, team, or group, call
814-865-8216.
Personal Development:
One-Day Format PER 077
Rick Capozzi
Faculty and Staff: $134 Others: $161
The programs Developing a Positive Self-
Concept, Personal Goal Setting and Achieve-
ment, and Presenting a Professional Image are
offered in a convenient one-day format. You
can attend the one-day program, and put
vital skills for managing yourself to use after
the program.
Schedule for Two Offerings
hh Jun. 22, 2010 Tue 9:00 - 4:00
hh Jun. 2, 2011 Thu 9:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
59
 P ER S ONAL EFFECTIVE n e ss
Financial Education
Programs in this section are joint offerings
of HRDC and TIAA-CREF or HRDC and
PNC Bank. For more information about the
content of programs involving TIAA-CREF,
call 814-861-9970. For more information
about the content of programs involving
PNC Bank, call 732-220-3402.
Five Habits of Highly
Successful Investors PER 079
TIAA Facilitators • Leaving my legacy
Faculty and Staff: None Others: $20
Joint offering of HRDC and TIAA-CREF
This program provides a fundamental
knowledge of investing that helps partici-
pants get started in developing investment
strategies. This session uses a discussion-
based approach to address topics such as:
• Setting financial goals
• Realizing tax advantages
• Reducing risk with diversification
• Understanding expenses and current
market trends
Schedule for Two Offerings
hh Apr. 9, 2010 Fri 9:00 - 11:00
hh Dec. 8, 2011 Wed 9:00 - 11:00
Each offering meets for one session.
Location: The April offering is being held in
431 James M. Elliott Building; the Decem-
ber offering is being held in 334 James M.
Elliott Building
Enthusiasm is the mother of effort. Without it,
nothing great was ever achieved.
– Ralph Waldo Emerson
Tax-Smart Ways to
Save and Invest PER 096
TIAA Facilitators
Faculty and Staff: None Others: $20
Joint offering of HRDC and TIAA-CREF
This program explores a broad range of
alternatives for controlling your taxes while
increasing your savings and building your
investments.
• Finding ways to reduce the taxes paid
on earnings
• Effective withholding strategies
• Budgeting and debt management
• Review of favorable tax law provisions
• Tax-favored savings products
Schedule for One Offering
hh Oct. 20, 2010 Wed 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
60
A Woman’s Money,
A Woman’s Future PER 189
TIAA Facilitators
Faculty and Staff: None Others: $20
Joint offering of HRDC and TIAA-CREF
Focusing on issues of particular interest to
women through four possible life “stages,”
this seminar covers:
• Starting out
• In full swing
• If you’re suddenly single
Schedule for Two Offerings
hh Mar. 5, 2010 Fri 9:00 - 11:00
hh Apr. 12, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: The March offering is being held in
431 James M. Elliott Building; the April of-
fering is behind held in 334 James M. Elliott
Building Cents-able Young Adults PER 211
PNC Bank Facilitators
Money, Money, Money: Faculty and Staff: None Others: $20
Where Does It All Go? PER 210 Joint offering of HRDC and PNC Bank
PNC Bank Facilitators Instructions will be sent to participants
Faculty and Staff: None Others: $20
prior to the program regarding Adobe
Joint offering of HRDC and PNC Bank Connect
Instructions will be sent to participants
prior to the program regarding Adobe There are many lessons in life that we
Connect teach our children. One often overlooked
lesson is teaching kids about smart money
This class is a must for anyone who wants matters. Children often model spending
to learn more about money management behaviors seen by parents, family, and
techniques. Emphasis will be on sound friends. By introducing your children to
money strategies, maintaining your check- the basics of managing money at an early
ing account, banking products and ser- age, you can help them develop good finan-
vices, and budgeting. This workshop is a cial habits and help them understand that
must have for anyone who is motivated “money does not grow on trees.” After this
to improve their financial situation. If you program, you will be able to:
asked yourself “Where did all my money • Assist your children in establishing good
go?” or “Why am I overdrawn again?” or “I financial habits
wish I could learn to save,” then this is the
right class for you. Everyone from novices • Recognize pitfalls that young people
are susceptible to
to experts can walk away with proven tips
to change your financial status. This semi- • Help your children to discover the value
nar will help you to: of savings, spending, and budgeting
Schedule for Three Offerings
• Use sound money strategies
hh Mar. 4, 2010 Thu 10:00 - 12:00
• Maintain your checking account
hh Dec. 8, 2010 Wed 2:00 - 4:00
• Utilize banking products and services
hh May 10, 2011 Tue 9:00 - 11:00
Schedule for Two Offerings Each offering meets for one session.
hh Oct. 5, 2010 Tue 9:00 - 11:00 Location: The March offering is being held in
hh Feb. 8, 2011 Tue 2:00 - 4:00 233 HUB-Robeson Center; the December
Each offering meets for one session. offering is being held via Adobe Connect; the
May offering is being held in 334 James M.
Location: The October offering will be held Elliott Building
in 233 HUB-Robeson Center; the February
Note: This program was formerly titled “Raising
offering will be held via Adobe Connect
Money-Smart Kids”
Note: This program was formerly titled
“Budgeting Made Easy”

What Smart Investors are
Doing Right Now PER 213
PNC Bank Facilitators offering will be held in 334 James M. Elliott
Faculty and Staff: None Others: $20
Joint offering of HRDC and PNC Bank
Would you like to learn more about sav-
ing and investing? This program provides
practical information and strategies for sav-
ing and investing your money wisely. This
program will help participants to:
• Recognize key differences between
FDIC-insured savings accounts
and investments
• Identify accounts that offer
tax-deferred advantages
• Discover new options to save for
your, your child’s, or your
grandchild’s education
• Evaluate individual investing goals
and tolerance for risk
• Develop strategies for investing for
the long term
Schedule for Three Offerings
hh May 4, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: 233 HUB-Robeson Center
He who controls others may be powerful, but
he who has mastered himself is mightier still.
– Tao Te Ching
What’s Your Loan IQ? PER 212
PNC Bank Facilitators discover what smart consumers are doing
Faculty and Staff: None Others: $20
Joint offering of HRDC and PNC Bank
Do you have financial goals that are larger
than your bank account? This program
is designed for anyone who feels lost or
confused when you hear terms like APR,
closing costs, and fixed or variable rates.
Attend this program to learn more about
being a savvy consumer when shopping for
loans that will put you in the driver’s seat.
This program will help participants to:
• Explain the types of loans available
through banks
• Understand how loans are approved and
what banks look for
• Describe FICO scores
• Recognize that consumers have specific
rights when borrowing money
• Learn how to negotiate with your
banker about a loan
Schedule for Two Offerings
hh Jun. 17, 2010 Thu 2:00 - 4:00
hh Jan. 19, 2011 Wed 9:00 - 11:00
Each offering meets for one session.
Location: The June offering will be held in
431 James M. Elliott Building; the January
Building
Note: This program was fomerly titled
“Smart Borrowing”
Protect Your Name and Identity:
Will the Real YOU Stand Up? PER 214
PNC Bank Facilitators
Faculty and Staff: None Others: $20
Joint offering of HRDC and PNC Bank
Instructions will be sent to participants
prior to the program regarding Adobe
Connect
Attend this program to learn more about
the number one white collar crime in the
country. Did you know that about 1 out
of every 25 American adults is a victim
of identity theft? Could your daily habits
be putting you at risk of identity theft?
This enlightening program will explain the
growing crime of identity theft and how it
can affect your life. This program will help
you to:
• Discuss the growing risk of identity
theft in America today
• Identify specific actions to take to
reduce the risk of your identity
being stolen
• Learn the latest ploys and deceptive
practices in which criminals engage
• Learn preventive techniques to make
you more aware of lurking danger
• Develop an action plan if you have
been a victim of identity theft
• Know your consumer rights
Schedule for Three Offerings
hh Jun. 1, 2010 Tue 2:00 - 4:00
hh Nov. 10, 2010 Wed 2:00 - 4:00
hh Apr. 27, 2011 Wed 9:00 - 11:00
Each offering meets for one session.
Location: The June offering will be held in
431 James M. Elliott Building; the Novem-
ber offering will be held via Adobe Connect;
the April offering will be held in 334 James
M. Elliott Building
Note: This program was formerly titled
“Identity Theft and Fraud Prevention”
What lies behind you and what lies in front of
you, pales in comparison to what lies inside
of you.
– Ralph Waldo Emerson
P ER S ONAL EFFECTIVE n e ss
Financially Fit in the New
Decade PER 232
New Program
PNC Bank Facilitators
Faculty and Staff: None Others: $20
Joint offering of HRDC and PNC Bank
Instructions will be sent to participants
prior to the program regarding Adobe
Connect
This class is designed for savvy consumers
who want to know how to achieve financial
stability in the new decade and beyond.
How do I shop for a bank? How do I
talk with my banker about my financial
needs? Am I getting the best deal or rate
that I deserve? How do I budget and use
coupons? During this program, you will
now to hedge inflation and stay afloat in
today’s economy. After this program, you
will be able to:
• Comprehend bank jargon
• Understand how your bank accounts
work and what options are available
• Discover effective budgeting and cou-
poning practices
• Understand loan basics and negotiate a
win-win loan deal with your bank
• Protect your identity
• Identify ways to save and grow
your money
• Recognize current trends in banking
and the economy today
Schedule for Two Offerings
hh Sep. 22, 2010 Wed 9:00 - 11:00
hh Mar. 30, 2011 Wed 2:00 - 4:00
Each offering meets for one session.
Location: The September offering is being
held in 334 James M. Elliott Building; the
March offering is being held via Adobe
Connect
61
Professional Growth
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of a program.
If you miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Skills and Tools
Tips for Training
Co-workers PRO 203
Patricia Gouse hh Mar. 17, 2010 Wed 9:00 - 11:30
Faculty and Staff: $89 Others: $107
In today’s high-demand workplace, we
increasingly find ourselves training col-
leagues so they can cover temporary
absences, help with overload, or learn
new skills. When you deliver training
with impact, the whole team wins. This
program will help ensure that your cross
training efforts are effective and time effi-
cient. More specifically, this workshop will
help you to:
• Recognize individual differences
in learning style and preference
• Tailor training activities to each person
• Create a comfortable learning
environment with minimal distractions
• Apply proven models for
developing skills
• Use procedure manuals as training tools
• Develop practical job aids
• Use reinforcement to build learner
motivation and confidence
Schedule for Two Offerings
hh Aug. 3, 2010 Tue 2:00 - 4:30
hh Jan. 13, 2011 Thu 2:00 - 4:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
It Takes Two: Working Effectively
with Your Boss PRO 204
Rick Capozzi/Stephanie Flanagan If you may be dealing directly or indirectly
Faculty and Staff: $89 Others: $107
This informal program provides you with
strategies and skills to effectively man-
age reporting relationships, preferences
and work dynamics with your boss. This
seminar includes discussions of real issues,
discovery of powerful solutions, and plan-
ning of practical strategies. This program
will help you to:
• Capitalize on your strengths to leverage
your boss’ results
• Work more effectively and more
comfortably with your boss
• Utilize your power to control the
work environment
• Use time management techniques to
keep yourself and your boss on track
62
• Develop problem-solving skills for
identifying potential trouble spots
and avoiding crises
Schedule for Two Offerings
hh Sep. 15, 2010 Wed 2:00 - 4:30
Each offering meets for one session.
Location: The March offering will be held in
106 HUB-Robeson Center; the September
offering will be held in 431 James M. Elliott
Building
Note: This program was formerly titled
“You and Your Boss”
Coordinating Special
Events Like a Pro PRO 121
Rick Capozzi/Debra Ellis
Faculty and Staff: $134 Others: $161
If you’ve been challenged by the task of cre-
ating, marketing, coordinating, or imple-
menting special events in your personal or
Schedule for Two Offerings
professional lives, help is here! This course
will provide you with an understanding of hh Apr. 20, 2010 Thu 9:00 - 4:00
the steps to take to master the task: from hh Feb. 15, 2011 Tue 9:00 - 4:00
getting organized to analyzing the results, Each offering meets for one session.
this class will describe best practices to fol-
low for ultimate results, and offer up some Location: The April offering will be held in
233 HUB-Robeson Center; the February
“tricks of the trade.” You’ll gain knowledge
of professional resources available to you, offering will be held in 334 James M. Elliott
and how to take your skills off campus and Building
out into the industry. Learn about your
role as a planner and how the decisions you Hostility in the Workplace PRO 213
make affect your guests’ experience. This Patricia Shope
program will help you to: Faculty and Staff: $89 Others: $107
• Analyze the stages of event planning In today’s often stress-filled workplace,
hostility can rear its ugly head in a variety
• Select an appropriate site or venue
of behaviors–both discreet and aggressive.
• Utilize technology in the course of
marketing and planning an event
with one of the numerous forms of hostil-
• Identify various methods of ity, this program will assist you to identify
becoming organized
and address hostile behavior in the work-
Topics place. Participants in the program will be
• Anticipate food, beverage, and able to:
staffing needs • Recognize hostile behaviors
• Meeting space and set up • Identify the implications and impact
of hostility in the workplace
• List the contributing factors
The Foundation • Describe the four stages of hostility
of Success • Develop unique strategies for respond-
ing to hostile behavior in the workplace
Communication can help or impair any
situation, depending on how you go about Schedule for One Offering
it. Learn communication practices that can hh Oct. 14, 2010 Thu 9:00 - 11:30
improve an organization or a project in
Planning for Success on page 12.
Each offering meets for one session.
Location: 431 James M. Elliott Building

Animals On Your Team PRO 206
Rick Capozzi
Faculty and Staff: $89 Others: $107
In this fast-paced and light-hearted pro-
gram, you will review the four primary
“animal” personalities on your team (lions,
otters, beavers, and golden retrievers), as
well as their secondary types. You will
discover why you are comfortable with
some individuals’ styles and not others. In
addition you will learn how to adapt your
behaviors to accommodate others in order
to improve working relationships with all
of the animal types on your team. There
is no prerequisite for this training; if you
have had previous personality training such
as the DiSC or MBTI, you will be able to
build on that knowledge. This program will
help you to:
etermine your true personality type
• D
• Identify the other animal types
on your team
• Leverage your strengths to offset
others’ weaknesses
• Leverage others’ strengths to offset
your weaknesses
ecognize typical behaviors of each type
• R
when facing significant stress
• C
reate a plan for working more effec-
tively with each type at work and home
• Practice the power of positive self image
Schedule for Three Offerings
hh May 11, 2010 Tue 1:30 - 4:30
hh Nov. 3, 2010 Wed 9:00 - 12:00
hh Apr. 13, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: The May offering will be held in
431 James M. Elliott Building; the Novem-
ber and April offerings will be held in 334
James M. Elliott Building
Those who have high thoughts are
ever striving; they are not happy
to remain in the same place. Like
swans that leave their lake and rise
into the air, they leave their home
and fly for a higher home.
– Dhammapada
The Lessons of Change PRO 169
Dee Frisque Cost: Negotiated
Like life, change provides each of us with les-
sons. This program explores seven lessons that
the chaos of change teaches us. Explore each
lesson and its impact on your daily world of
work through discussion and lively activities.
After the program, you will be able to:
• Let change work for you
• Recognize the dynamics of change
• Identify the growth opportunities in
the midst of chaos
Topics
• Chaos
• Personal growth
• Change
To request this program for your college,
department, team, or group, call
814-865-8216.
Who Moved My Cheese PRO 210
Patricia Shope
Faculty and Staff: $69 Others: $83
This exciting program offers an “a-mazing”
way to deal with change in work and in life.
This program is based on the best seller by
Spencer Johnson, Who Moved My Cheese,
which is an amusing and enlightening story
of four characters who live in a “maze”
and look for cheese to make them happy.
Cheese is a metaphor for what you want to
have in life. The maze is where you look for
what you want. The insights that you dis-
cover in this delightful animated story will
last a lifetime. Join us as we take you on a
journey through the maze of change. After
participating in this program you will:
• Discover how different people respond
to challenges of change
• Gain new insights about effective
strategies for coping with change
• Respond to change with positive
reactions instead of negative behaviors
• Advocate for change and embrace
obstacles
Schedule for Two Offerings
hh Jun. 16, 2010 Wed 2:00 - 4:00
hh Dec. 16, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
p r o f e ss i o n a l g r o w t h
Designing and Developing
Surveys PRO 015
Dan Kennedy Cost: Negotiated
Joint offering of HRDC and Outreach
and Cooperative Extension
This workshop explores the design and devel-
opment of questionnaires by presenting guide-
lines related to survey methods, questions, and
rating scales. Through practical application,
participants develop survey elements—such
as determining survey objectives, data col-
lection method(s), question response format,
wording, and layout—that can be applied
to various situations. At their option, inter-
ested participants may fax a partially or fully
developed survey to Dr. Kennedy at least
two weeks before the program (FAX: 814-
865-3589). Dr. Kennedy will review these
instruments and provide specific feedback to
individuals during the program. The program
will help participants to:
• Design surveys
• Select appropriate method(s)
of survey dissemination
• Apply surveys to measure
customer satisfaction
• Recognize the importance and use of
dichotomous, multiple choice, scaled-
response, and open-ended questions
• Identify methods to collect and
analyze survey data
• Apply survey results
Topics
• Elements of survey design and
development
• Rating scales
• Mail vs. phone surveys
• Importance of performance analysis
To request this program for your college,
department, team, or group, call
814-865-8216.
I believe through learning and application of
what you learn, you can solve any problem,
overcome any obstacle, and achieve any
goal that you can set for yourself.
– Brian Tracy
63
 p r o f e ss i o n a l g r o w t h
H R D C
Change and the Workplace
We work in an environment of con-
tinuous change. To some that environ-
ment can be stimulating while others
feel overwhelmed. This series will help
you to maintain a positive attitude by
illustrating the components and exam-
ining the effects that changes can have
in the workplace. Practical techniques
and approaches to dealing with change
are explored in this interactive series. To
request any combination of the seminars
listed below for your college, department,
group, or team, call 814-865-8216.
Going with the Flow
of Change PRO 092
Lenny Pollack Cost: Negotiated
This program features practical strategies
for coping with the dynamics of organi-
zational change and making a smooth
transition to tomorrow’s world of work.
It also provides useful tips for pursuing
opportunities offered by change. This
program will help participants to:
• Align themselves with emerging
patterns of change and paradigms
of work
• Adapt current skills to meet the de-
mands of tomorrow’s world of work
• Apply proven strategies for managing
resistance to the turmoil of change
• Capitalize on the benefits and
opportunities offered by change
Topics
• Managing the dynamics of change
• The three stages of change
• The importance of being proactive
To request this program for your
college, department, team, or group,
call 814-865-8216.
64
P rogram series
PRO 163
Cost: Negotiated
Working Effectively with
Others During Change PRO 009
Dee Frisque Cost: Negotiated
Negotiating the turmoil of organizational
change often strains working relationships
at a time when collaboration and coopera-
tion are more important than ever. Working
effectively with others during change begins
with an understanding of how people react
to and deal with change. This program
analyzes various approaches to change and
will help you to:
• Maintain effective communication
during times of change
• Work effectively with individuals with
different responses to change
• Use valuable techniques to cope with
ambiguity and uncertainty of change
• Formulate a personal strategy to
accept change
• Identify ways to maintain a positive
attitude during times of change
Topics
• Accepting change
• Personality styles
Prerequisites: Going with the Flow of
Change
To request this program for your college,
department, team, or group, call
814-865-8216.
Behind me is infinite power. Before me is
endless possibility. Around me is boundless
opportunity. Why should I fear?
– Stella Stuart
Juggling the Dynamics
of Change PRO 158
April Sheninger Cost: Negotiated
Joint offering of HRDC and ITS
Training Services
Change is constant, especially in an insti-
tution where embracing change is a val-
ued characteristic. Although maintain-
ing a positive attitude and dealing with
uncertainty in a productive manner may
be challenging at times, you can position
yourself to be effective in today’s world of
work by learning about the dynamics of
change and how they personally impact
you. This program integrates web-based
training with classroom learning to
explore the dynamics of change. More
specifically, the two classroom sessions of
this program are separated by two web-
based sessions. Participants will complete
assignments out of the classroom for the
web-based portion of the program. In
addition, participants will end the pro-
gram by creating their own ‘job aid’ on
change. This program will help you to:
• Identify the characteristics of change
• Recognize how your personality
accepts change
• List the various forms of resistance
to change
• Practice techniques to deal with
change effectively
Topics
• Maintaining a positive attitude
• Personal growth
To request this program for your
college, department, team, or group,
call 814-865-8216.

Enhancing Your Impact:
Getting Results Through
Effective Consulting PRO 006
Rick Capozzi Cost: Negotiated
If you work with internal or external clients to
try to change or improve a situation but you
have no direct control over the implementa-
tion, this program can help increase your
effectiveness and efficiency. Based on Peter
Block’s landmark book, Flawless Consulting,
this seminar outlines a systematic model and
refines practical skills critical to the consulting
process. More specifically, this program will
help you to:
• Adapt a “client-centered” consulting
model to your specific needs
• Clarify roles and responsibilities in
consulting engagements
• Follow practical guidelines and checklists
to successfully complete each stage of the
consulting process
• Plan and lead meetings with clients
• Identify various diagnostic and problem
solving tools and strategies
Topics
• Entry and contracting
• Data collection and diagnosis
• Feedback and the decision to act
• Implementation
• Extension, recycle, or termination
To request this program for your college,
department, team, or group, call
814-865-8216.
Overview of Project of a benefits package that is tailored to
Management PRO 109
Bennett Hoffman program will:
Faculty and Staff: $104 Others: $125
This workshop is designed to equip indi-
viduals with the fundamentals for planning
and implementing all types of projects [not
specifically research projects]. It offers prov-
en strategies for keeping projects on track,
optimizing the use of shared or temporary
resources, and maintaining positive working
relationships with the project team. This
program will help participants to:
• Define a project
• I dentify the interpersonal skills used
in project management
• List the phases in the management
of a project
• Identify project parameters and
measures
• Explain how Gantt and PERT charts
help keep projects on track
Topics
• What makes it a project?
• Project parameters
• Project planning tools
• Implementing the plan
Schedule for Three Offerings
hh Mar. 31, 2010 Wed 1:30 - 4:30
hh Sep. 30, 2010 Thu 8:00 - 12:00
hh Mar. 1, 2011 Tue 1:00 - 5:00
Each offering meets for one session.
Location: The March 2010 offering will be
held in 106 HUB-Robeson Center; the
September offering will be held in 334 James
M. Elliott Building; the March 2011 offering
will be held in 431 James M. Elliott Building
Working at Penn State
New Employee Orientation PRO 005
HRDC, Affirmative Action Office, Employee
Benefits, and Employment and Compensation
Faculty and Staff: None Others: Unavailable
Lunch is on your own.
Joint offering of HRDC, Affirmative
Action Office, Employee Benefits, and
Employment and Compensation
The orientation program will provide an
overview of the Penn State structure and
offer new employees with an opportu-
nity to explore and practice core Penn
State values of customer service, qual-
ity, and diversity. In addition, participants
will gain insights to assist in the selection
their personal needs. Participants in this
• Gain critical insights into Penn State’s
organizational culture, values, and goals
• Identify key policies and procedures
• Explore and experience core Penn
State values
• Evaluate the health care, life insurance,
retirement plans, flexible benefits,
and educational benefits available to
employees at Penn State
Now that I have experienced this program,
it’s so obvious to me why Penn State is as
successful as it is! Throughout our entire day,
we were truly empowered to embrace a high
standard of customer service, to appreciate
our gifts and those of our colleagues, and
to look forward to making our mark on this
incredible place . . . thank you!
– Participant in New Employee Orientation
p r o f e ss i o n a l g r o w t h
Topics
• Penn State history and structure
• Customer service, quality, and diversity
• Employee benefits
Participants: All new full-time faculty
and staff
Schedule for Thirty-Seven Offerings
hh Mar. 2, 2010 Tue 8:00 - 5:00
hh Mar. 17, 2010 Wed 8:00 - 5:00
hh Apr. 6, 2010 Tue 8:00 - 5:00
hh Apr. 21, 2010 Wed 8:00 - 5:00
hh May 4, 2010 Tue 8:00 - 5:00
hh May 19, 2010 Wed 8:00 - 5:00
hh Jun. 8, 2010 Tue 8:00 - 5:00
hh Jun. 23, 2010 Wed 8:00 - 5:00
hh Jul. 13, 2010 Tue 8:00 - 5:00
hh Jul. 21, 2010 Wed 8:00 - 5:00
hh Jul. 27, 2010 Tue 8:00 - 5:00
hh Aug. 11, 2010 Wed 8:00 - 5:00
hh Aug. 17, 2010 Tue 8:00 - 5:00
hh Aug. 25, 2010 Wed 8:00 - 5:00
hh Sep. 8, 2010 Wed 8:00 - 5:00
hh Sep. 14, 2010 Tue 8:00 - 5:00
hh Sep. 22, 2010 Wed 8:00 - 5:00
hh Oct. 5, 2010 Tue 8:00 - 5:00
hh Oct. 20, 2010 Wed 8:00 - 5:00
hh Nov. 2, 2010 Tue 8:00 - 5:00
hh Nov. 10, 2010 Wed 8:00 - 5:00
hh Nov. 30. 2010 Tue 8:00 - 5:00
hh Dec. 8, 2010 Wed 8:00 - 5:00
hh Dec. 21, 2010 Tue 8:00 - 5:00
hh Jan. 4, 2011 Tue 8:00 - 5:00
hh Jan. 19, 2011 Wed 8:00 - 5:00
hh Jan. 26, 2011 Wed 8:00 - 5:00
hh Feb. 8, 2011 Tue 8:00 - 5:00
hh Feb. 23, 2011 Wed 8:00 - 5:00
hh Mar. 15, 2011 Tue 8:00 - 5:00
hh Mar. 30, 2011 Wed 8:00 - 5:00
hh Apr. 12, 2011 Tue 8:00 - 5:00
hh Apr. 27, 2011 Wed 8:00 - 5:00
hh May 10, 2011 Tue 8:00 - 5:00
hh May 25, 2011 Wed 8:00 - 5:00
hh Jun. 7, 2011 Tue 8:00 - 5:00
hh Jun. 22, 2011 Wed 8:00 - 5:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
65
 p r o f e ss i o n a l g r o w t h
A Day in the Life: Penn State’s
Response to Domestic Violence
in the Workplace PRO 214
Centre County Women’s Resource Staff environment
Faculty and Staff: None Others: Not Available
Joint offering of the Verizon Foundation,
the Centre County Women’s Resource
Center, Penn State Public Broadcasting,
and the Penn State Office of Human
Resources
This three hour training utilizes the powerful
true story of a local homicide victim to pre-
pare faculty and staff at Penn State to effec-
tively address the issue of domestic violence
in the workplace. The program provides a
thorough exploration of the dynamics of
domestic violence and answers frequently
asked questions such as, “Why doesn’t she
leave?” and “How could I know if a co-
worker was in a violent relationship?” After
this program, participants will be able to:
• Identify the dynamics of domestic
violence and its effects on victims at
work and at home
• Appropriately support and respond
to abused employees
• Provide co-workers, friends, or family
with information on domestic violence
resources
• Become part of the solution at work
and in the community
Topics:
• Domestic violence
• Effective intervention
• Safety considerations
• Resources and referrals
To request this program for your college,
department, team, or group, please
contact the Women’s Resource Center
at 814-238-7066 ext. 240.
The information and the video reinforced the
importance of learning how to be a part of mak-
ing change and combating domestic violence.
– Participant in A Day in the Life: Penn State’s
Response to Domestic Violence in the
Workplace
66
Personalizing Green PRO 224
Laura Miller ered and get the lowest out-of-pocket
Faculty and Staff: None Others: $20
What does it mean to ‘go green?’ Learn
how EASY it is to make a BIG difference!
Find out how something as simple as
changing one lightbulb, taking the stairs
instead of the elevator, or taking a shorter
shower can greatly impact the reduction
of global warming. Yes, you can make that
difference. Your daily energy impacts are
personal, yet far-reaching. This program
will help you to:
• Discover easy ways to make small
yet significant changes that help our
• Conserve off-campus
• Be a role model for your family,
co-workers, and friends
Topics
• Penn State’s portal to energy and
environmental sustainability:
http://www.green.psu.edu
• Environmental stewardship
• Accountability
Schedule for Three Offerings
hh Mar. 25, 2010 Thu 10:00 - 12:00
hh Sep. 9, 2010 Thu 9:00 - 11:00
hh Feb. 1, 2011 Tue 2:00 - 4:00
Each offering meets for one session.
Location: The March offering is being held
in 233 HUB-Robeson Center; the Septem-
ber and February offerings will be held in
431 James M. Elliott Building
Getting the Most for Your Medical,
Dental, and Vision Dollars PRO 229
New Program
Jill Musser theft or personal assault
Faculty and Staff: None Others: Not Available
Joint offering of HRDC and Employee
Benefits
Are you utilizing your insurance coverage
options to your advantage? Are you saving
as much money as you can when you pur-
chase prescriptions? Are you using a health
care flexible spending account to save tax
dollars? If you answer YES to all of these
questions, good for you! If you answer “I
don’t know for sure,” then this class will
bring you up-to-speed on what you need
to know. In today’s environment of rising
health care costs, everyone should learn
how to “get the most for your health care
dollar.” This program will help you to:
• Talk with your doctor about your
coverage
• Make sure your prescriptions are cov-
cost
• Understand your health, dental, and
vision plan
• Use a flexible spending account
• L
ocate and use other “tips and tools”
available to you
Schedule for Five Offerings
hh Jul. 22, 2010 Thu 10:00 - 12:00
hh Sep. 15, 2010 Wed 2:00 - 4:00
hh Jan. 11, 2011 Tue 10:00 - 12:00
hh Mar. 23, 2011 Wed 2:00 - 4:00
hh May 18, 2011 Wed 10:00 - 12:00
Each offering meets for one session.
Location: The July offering will be held in
431 James M. Elliott Building; the Septem-
ber, March, January, and May offerings will
be held in 334 James M. Elliott Building
Safety and Security for
Office Personnel PRO 216
University Police
Faculty and Staff: None Others: $20
Joint offering of HRDC and
University Police
This program offers useful safety guidelines
for the workplace, reviews security features
typical of campus buildings, and identi-
fies different ways to contact the police.
You will learn how to implement a code
word, how to deal with irate customers in
a safe manner, and how to respond if you
encounter an individual with a weapon.
This program will help you to:
• Recognize common office
security problems
• Use strategies to prevent potential
• Identify available resources
Schedule for One Offering
hh Oct. 28, 2010 Thu 2:00 - 3:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Refining Your
Professional Image
Managing your personal image and com-
munication style can work wonders for
your career. Increase your self-confidence
by checking out Presenting a Professional
Image, found on page 59.

Personal Safety in
Today’s Times PRO 227
University Police University Police related to policy issues
Faculty and Staff: None Others: $20
Joint offering of HRDC and
University Police
Society is changing, and we would be wise
to change with it. This program offers
information and discussion about the lat-
est in practical techniques for protecting
yourself and your belongings. Learn how to
protect yourself and your personal property
while at home, at work, and when travel-
ing. This program will help you to create an
awareness of possibilities. More specifically,
after this program, you will be able to:
• Follow guidelines for traveling safely
• Protect yourself in a variety of situations
at home and at work
Topics
• Travel security
• Personal safety
Schedule for Three Offerings
hh May 25, 2010 Tue 2:00 - 3:00
hh Nov. 18, 2010 Thu 9:00 - 10:00
hh Apr. 7, 2011 Thu 2:00 - 3:00
Each offering meets for one session.
Location: The May offering will be held in
431 James M. Elliott Building; the Novem-
ber and April offerings will be held in 334
James M. Elliott Building
Are You Ready? Emergency
Preparedness PRO 225
University Police Information Privacy the process. This program is designed for
Faculty and Staff: None Others: $20
Joint offering of HRDC and
University Police
This proactive program will provide you
with useful safety tips to help you and
your family plan and be prepared in case
of an emergency. Planning ahead makes a
difference if faced with anything from a
minor incident to a major catastrophe. This
program will help you to:
• Protect yourself and your family
at home
• Protect yourself and your family at work
• Develop a plan for a broad range
of emergencies
• Identify the materials and supplies you
need to start an emergency kit
Schedule for Two Offerings
hh Dec. 7, 2010 Tue 8:30 - 9:30
hh May 11, 2011 Wed 8:30 - 9:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Violence in the Workplace:
Assessment and Responses PRO 217
Faculty and Staff: None Others: $20
Joint offering of HRDC and
University Police
This program helps managers and super-
visors assess an employee’s potential for
acting violently in the workplace. The
program features key indicators for assess-
ing the potential for violence and a series of
alternative responses to potentially violent
situations. The program will help you to:
• Assess potential for individuals to act
violently in the workplace
• Reduce the possibility of a violent
incident in the workplace
• Draw upon available resources in the
event of a violent incident
Topics
• Characteristics that indicate
potential for violence
• Resources available to help prevent
workplace violence
• Response strategies for handling
violent incidents
• External threats
• Cross-cultural considerations
Participants: Managers and Supervisors
Schedule for One Offering
hh Jan. 12, 2011 Wed 9:00 - 10:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
and Security PRO 197
Sarah Morrow
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
Penn State Privacy Office
Do you know whether the material that
passes through your hands every day is
considered private information? What can
happen if private information gets into the
wrong hands? This program discusses how
to protect yourself and others from identity
theft to safeguard private information in the
workplace and at home. This program will
help you to:
• Recognize the role Federal legislation
plays in privacy issues
• Identify information that is considered
“private” and how to protect this
information
• Determine what to do at home to keep
personal information private
P r o f e ss i o n a l G r o w t h
Topics
• Pennsylvania and Federal legislation
• The “employee’s duty” at work in units
that have special levels of concern based
on law or Penn State policy
• The USA Patriot Act of 2001 and
how it affects your privacy
• Protecting private information in
the workplace
• Identity theft and how to protect yourself
• Personal health information required
by HIPAA
Schedule for Three Offerings
hh Mar. 26, 2010 Fri 9:00 - 10:30
hh Sep. 2, 2010 Thu 9:00 - 10:30
hh Feb. 18, 2011 Fri 9:00 - 10:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
New Staff: Make the Most
of Your First Penn State
Performance Review PRO 223
Diane Brown
Faculty and Staff: $10 Others: Unavailable
Cost includes lunch.
Are you new to the University’s Staff
Review and Development Plan (SRDP)?
Annual performance reviews vary from one
organization to the next. The forms may be
different, but the goal is the same: Assessing
what has happened during the previous
time period and determining where you are
heading. This program explains Penn State’s
SRDP and helps you to navigate through
staff who are completing their first SRDP
cycle. More specifically, this program will
help participants to:
• Learn the components of the SRDP
• Start the process early for
maximum benefit
• Discover where to find additional
information
• Identify roles and responsibilities
related to the SRDP
Topics
• Tooting your own horn: Self-assessment
and accomplishments
• Weaknesses—we all have them:
Performance improvement expectations
• Where I am heading: Professional
development plans
Schedule for One Offering
hh Feb. 9, 2011 Wed 11:30 - 1:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
67
 P r o f e ss i o n a l G r o w t h
Current Staff: Take an Energized
Approach with Your Annual
Performance Review PRO 017
Diane Brown
Faculty and Staff: $10 Others: Unavailable
Cost includes lunch for March and
February 24 offerings. Adobe Connect
sessions are free of charge. Instructions
will be sent to participants prior to the
program regarding Adobe Connect.
If you’ve been through the University’s Staff
Review and Development Plan (SRDP)
process one or more times and would like
to have a renewed energy with your review,
this program is for you. This program pro-
vides tools that help staff navigate through
the performance review process, which is
structured around the SRDP. The workshop
includes useful guidelines, exercises, and
examples that can be used to set the stage
for a successful review and to create practi-
cal development plans tailored to individual
needs. This program is designed for staff
who have been with Penn State for more
than one SRDP cycle. More specifically, this
program will help participants to:
• Take an active role in their SRDP
• Identify roles and responsibilities
related to the SRDP
• Summarize personal strengths, needs,
accomplishments, interests, and goals
• Prepare for the review meeting
• Identify appropriate developmental
activities
ursue career goals and activities that
• P
also contribute to organizational goals
Topics
• Staff input: Self-assessment and
accomplishments
• Establishing performance improvement
expectations
• Implementing development plans
Schedule for Five Offerings
hh Mar. 1, 2010 Mon 11:30 - 1:30
hh Feb. 4, 2011 Fri 9:00 - 11:00
hh Feb. 24, 2011 Thu 11:30 - 1:30
hh Mar. 15, 2011 Tue 2:00 - 4:00
hh Mar. 30, 2011 Wed 9:00 - 11:00
Each offering meets for one session.
Location: The March 2010 and February 24
offerings will be held in 431 James M. Elliott
Building; the February 4 and March 2011
offerings will be held via Adobe Connect
Nothing happens until you decide. Make a
decision and watch your life move forward.
– Oprah Winfrey
68
Organize Your Files and Records
the Penn State Way PRO 157
Robyn Dyke/Jackie Esposito Employment & Compensation Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and University
Records Management Program
Are you overwhelmed by the paper explosion
in your office? Do you ever wonder what to
do with all those computer and electronic
files? Would you like someone, anyone, to
explain how to rid yourself of the ever-
present file menace? This program explains the
details of University policy AD-35, University
Archives and Records Management. It will
help you use the retention schedules (General
Retention, Disposition, and Destruction
Schedule and Financial Document Retention
Schedule) to answer that often-asked ques-
tion, “how long do I keep these records?” This
program also offers useful time-saving tips for
organizing and coordinating records—e.g.
color coding, date stamping, subject identi-
fiers, etc. In addition, this seminar clarifies
the advantages of utilizing the services of the
Inactive Records Center and the University
Archives, including guidance for handling
and managing electronic records such as
e-mail and Web sites. This program will help
participants to:
• Follow the University’s retention
schedule and policies
• Use time-saving tips for organizing
and coordinating your records
• Discover how you can benefit from
utilizing University services
• Manage electronic records
Topics
• University policies
• Time-saving tips and hints
• University services
Schedule for Two Offerings
hh Sep. 16, 2010 Thu 10:00 - 12:00
hh Feb. 22, 2011 Tue 10:00 - 12:00
Each offering meets for one session.
Location: 103 Mann Assembly Room,
Paterno Library
Staff Vacancy Announcement
Procedures PRO 118
Cost: Negotiated
Joint offering of HRDC and
Employment and Compensation
This program describes the “who, what,
where, why, and how to” of the University’s
process for bidding on staff vacancies elec-
tronically and viewing resumes online. This
seminar will enable participants to:
• Bid on staff vacancies
• View resumes online [if on a search
committee]
• Grant access to resumes
[if a hiring manager]
• Comply with related policy
improvements
Topics
• Saving resumes as .rtf or .html
documents
• Submitting resumes and cover
letters electronically
• Bidding online
• Viewing resumes online
• Recent policy improvements
Participants: Full-time employees interested
in bidding on staff vacancies, participants
of search committees, and hiring managers
To request this program for your college,
department, team, or group, call
814-865-8216.
Three grand
essentials to hap-
piness in this life
are something to
do, something to
love, and some-
thing to hope for.
– Joseph Addison

Employment Visas: Introduction
to the Different Visa Categories
Sponsored by Penn State PRO 215
ISFVS Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and International
Scholars and Faculty Visa Services
Are you curious to know more about the
different employment visas sponsored by
Penn State, or more to the point, have
you recently been given responsibility for
processing visa documents and are having
problems wading through the visa alphabet
soup? Then this session is for you. We will
examine all of the different categories avail-
able at Penn State, discuss their require-
ments, and also conduct a basic review
of the paperwork and processing time
required for each visa. We will also review
several cases in which more than one visa
status may be available for the prospective
employee. More specifically, this program
will help you to:
• Process visa documents
• Recognize the requirements for all of the
different visas available at Penn State
• Determine the paperwork and process-
ing time required for each visa
• Identify situations when more than one
visa status may be appropriate
Schedule for Two Offerings
hh Sep. 21, 2010 Tue 9:00 - 11:00
hh Mar. 3, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Motivation is what gets you started. Habit is
what keeps you going.
– Jim Ryun
I-9 Employment
Eligibility Training PRO 160
ISFVS Staff employment ends
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and International
Scholars and Faculty Visa Services
This comprehensive program alerts par-
ticipants to the requirements for complet-
ing Form I-9 for all Penn State employees.
Step-by-step training on the I-9 process is
provided to help staff determine authoriza-
tion for employment. Staff who complete
Form I-9 and those who train these staff
members are encouraged to attend. The
program helps participants to:
• Follow the basic I-9 procedures for
new hires
• Complete Sections 1 and 2 of the I-9
• Record the employment start date
• Verify documents presented by
the employee
Topics
• I-9 documentation for individuals
in visa status
• Key I-9 issues, including discrimination
and audits
• Consequences of knowingly hiring or
continuing to employ an individual
not authorized to work
• Employer sanctions
• Retention of I-9 forms
Schedule for Two Offerings
hh Oct. 6, 2010 Wed 9:00 - 11:00
hh Apr. 28, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
P r o f e ss i o n a l G r o w t h
H-1B Training for Hiring
Foreign Nationals PRO 156
ISFVS Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and International
Scholars and Faculty Visa Services
This program offers basic information to
department staff on hiring a temporary
worker using the H-1B petition. It includes
a step-by-step review of the application pro-
cess. This program will help you to:
• Familiarize yourself with the H-1B
basic process
• Complete the request for the prevailing
wage determination
• Post notices
• Understand the H-1B legal requirements
• Recognize when the portability
provision applies
• Understand your obligations when
Topics
• Support letters
• Extension of H-1B status
• Part-time employment
• Travel while H-1B is pending
• Multiple job sites
• Concurrent employment
• Termination of H-1B holder
• H-4 dependent status
• Portability
Schedule for Three Offerings
hh Mar. 15, 2010 Mon 2:00 - 4:00
hh Nov. 17, 2010 Wed 9:00 - 11:00
hh May 18, 2011 Wed 2:00 - 4:00
Each offering meets for one session.
Location: The March offering will be held in
431 James M. Elliott Building; the Novem-
ber and May offerings will be held in 334
James M. Elliott Building
Harnessing the Power
of Communication
Would you like to be able to communicate
your ideas more powerfully, diplomatically,
and effectively? Refine your communication
skills in The Essentials of Communicating
with Tact and Finesse on page 12.
69
 P r o f e ss i o n a l G r o w t h
O-1 and TN: The “O”ther
Visa Options PRO 220
ISFVS Staff Students PRO 116
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and International
Scholars and Faculty Visa Services
This program explores the TN and O-1
visas in-depth. We will discuss their different
requirements and review the paperwork and
processing time required for each visa. We
will also examine several case studies in which
more than one visa category may be appropri-
ate. This workshop will help you to:
• Identify the requirements for TN
and O-1 visas
• Process paperwork for TN and
O-1 visas efficiently
• Recognize situations when more than
one visa is appropriate
Schedule for Two Offerings
hh Apr. 28, 2010 Wed 10:00 - 12:00
hh Jan. 14, 2011 Fri 9:00 - 11:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
Overview of Employment
Issues for International
Students and Scholars PRO 106
ISFVS and DISA Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC, The Directorate
of International Student Advising, and
International Scholars and Faculty Visa
Services
This program explores the requirements and
constraints related to the employment of
international students and scholars. It will
help participants to:
• Become familiar with the federal
agency structure
• Understand the basic concepts
• Learn the specific requirements of the
J, H, and other employment visas
• Avoid common pitfalls
• Find answers to complicated questions
• D
etermine appropriate referral paths
• Avoid liability and/or interruption
of employment
Topics
• University policies
• Federal regulations
• Where to get help
Schedule for One Offering
hh Dec. 15, 2010 Wed 2:00 - 4:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
70
What You Need to Know When ACIREMA PRO 208
Working with International DISA Staff
Faculty and Staff: None Others: Unavailable
DISA Staff Joint offering of HRDC and the
Faculty and Staff: None Others: Unavailable Directorate of International Student
Joint offering of HRDC and the Advising
Directorate of International Student ACIREMA is a simulation exercise designed
Advising to sensitize participants to the difficulties
The Directorate of International Student international students encounter in the quest
Advising will provide three workshops for for an American education. It acquaints the
faculty and staff who work with interna- participants with the procedures students
tional students. Each workshop will pro- must follow from the initial contact with
vide updates on immigration policies and Penn State to their arrival on campus. The
regulations and address such practical matters cross-cultural aspects of this exercise help to
as admission and enrollment procedures, explain why international students do not
employment authorization and registration always accept “no” as an answer (and why
logistics. Participants will have an opportu- they may be perceived as offering “bribes” in
nity to join small discussion groups allowing certain situations).
more interaction with DISA staff on these Schedule for One Offering
important topics. This program will help
hh Feb. 24, 2011 Thu 2:00 - 4:00
participants to:
Each offering meets for one session.
• Understand and learn requirements
of F and J visas Location: Gold Room, Pollock Commons
• Admit and enroll international students
• Become familiar with international students
• Advise and retain international students
• Find answers to difficult situations
Topics
• Federal regulations and SEVIS
mandates
• Employment questions and concerns
• Visa requirements and travel issues
Schedule for Three Offerings
hh Oct. 12, 2010 Tue 10:00 - 12:00
hh Oct. 13, 2010 Wed 10:00 - 12:00
hh Oct. 14, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: The October 12 and 13 offerings
will be held in Gold Room, Pollock Com-
mons; the October 14 offering will be held
in Room 102, Chemistry Building
Note: The October 12 (roundtable for-
mat) and 14 (lecture format) sessions
are designed for individuals who assist
graduate students; October 13 (roundtable
format) session is designed for individuals
who assist undergraduate students.
Note: This program was formerly titled
“International Student Issues Workshop”
The programs by International Student Services
are always first-rate. The roundtable format
was particularly effective.
– Participant in International Student Issues
Workshop

How to Host an International
Scholar PRO 230
New Program
UOGP Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
University Office of Global Programs
If you’ve always wanted to host an interna-
tional scholar or faculty member, but were
unsure how to proceed, this workshop is for
you. An international scholar can provide
valuable teaching assistance, engage in valu-
able research collaboration opportunities,
serve as a guest speaker, share new per-
spectives on a different culture, and more.
Properly managing the logistics of hosting
the visitor will eliminate anxiety on your part
and greatly enhance the work you do togeth-
er. This workshop will cover such topics as:
• Your responsibilities as a collaborator
or mentor
• Visa arrangements and
immigration issues
• Funding
• Office space, clerical services, supplies
and equipment support
• Access to University libraries and
laboratories
• Health insurance
• Housing and local transportation
• Language proficiency
• Accommodating dependents
• Engagement with campus and
community programming
Schedule for One Offering
hh Oct. 14, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 106 HUB-Robeson Center
Infusing Global Topics Into the
Classroom Environment PRO 231
New Program
UOGP Staff considerations
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
University Office of Global Programs
Today’s employers seek savvy, internationally-
competent graduates who are well-prepared
for the 21st century’s global playing field.
This program explores options for infusing
global topics into the curricula. This program
will help participants:
• Understand the current state of the
global playing field
• Understand the global competency skills
employers seek from recent graduates
• Explore methods of incorporating global
topics into the curricula in order to better
prepare our students for today’s increas-
ingly globalized world
Schedule for One Offering
hh Nov. 18, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 106 HUB-Robeson Center
How to Create a Faculty-Led
Embedded Education difficult process. The University Office of
Abroad Program PRO 232
New Program
UOGP and SITE Staff new collaborations abroad. This program
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC, the University
Office of Global Programs, and Schreyer
Institute for Teaching Excellence
Faculty interested in engaging their students
in an immersive international experience
may wish to develop a short-term, faculty-
led, embedded program. These programs
are residential courses taught at Penn State
which include a brief excursion abroad.
This program will help participants:
• Become familiar with the process for
creating embedded programs
• Learn about risk management
• Explore the tools available in the
embedded program Faculty Toolkit,
created specifically to assist faculty
members in the development and
implementation of embedded programs
• Understand the ways in which the
University Office of Global Programs
and Schreyer Institute for Teaching
Excellence can offer guidance and
assistance
Schedule for One Offering
hh Feb. 10, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 106 HUB-Robeson Center
P r o f e ss i o n a l G r o w t h
How to Forge Productive International
Collaborations PRO 233
New Program
UOGP Staff
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
University Office of Global Programs
Forging partnerships with international
institutions is an excellent means of leverag-
ing resources and building goodwill across
borders, but it can also be a confusing and
Global Programs can provide faculty with
a full support framework for establishing
will help participants:
• Understand the different types of agree-
ments and the situations in which they
apply
• Understand the internal approvals that
must be granted
• Learn about the administrative, proce-
dural, and legal considerations that must
be addressed when entering into such
relationships
• Learn about Penn State Global
Engagement nodes (GENs) and how
faculty can become involved
• Become familiar with the ways in
which the University Office of Global
Programs can provide valuable assistance
Schedule for One Offering
hh Sep. 30, 2010 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 106 HUB-Robeson Center
Climbing to the top demands strength, whether
it is to the top of Mount Everest or to the top of
your career.
– Abdul Kalam
71
 P r o f e ss i o n a l G r o w t h
How to Successfully Retain
International Students PRO 234
New Program
UOGP Staff Faculty and Staff: None Others: Unavailable
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
University Office of Global Programs
With the advances of internet and instant
messaging, international students are far
more informed about universities and their
career options than ever before. As more
universities compete to attract interna-
tional students to their campuses, it will be
important for us to rethink our retention
strategies. In this workshop presenters will
discuss successful programming ideas that
will engage students and dependents with
the campus life and the community. This
program will help participants:
• Understand the cultural diversity and
expectations of students
• Explore effective intercultural
communication skills
• Explore programming ideas that will
engage students with the local
community
• D
etermine ways to enhance intercultural
relationships
Schedule for One Offering
hh Mar. 10, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 106 HUB-Robeson Center
International Student and
Scholar Panel PRO 209
UOGP Staff national who seeks permanent residency
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and the
University Office of Global Programs
Students and Scholars from different cul-
tural, linguistic, and religious backgrounds
will discuss their academic and social life
at Penn State including their expectations
prior to enrolling at Penn State. They will
also share similarities and differences from a
cross-cultural perspective. This program will
help participants:
• Understand cultural perspectives from
a student point of view
• Determine ways to enhance current prac-
tices and procedures
• Identify programming needs for students
• D
etermine ways to enhance support
services
Schedule for One Offering
hh Apr. 8, 2011 Fri 2:00 - 4:00
Each offering meets for one session.
Location: 410 Boucke Building
72
UOGP is Here for You! PRO 235
New Program
UOGP Staff
Joint offering of HRDC and the
University Office of Global Programs
Would you like to know the story behind
the three-sided coin? If yes, this presen-
tation is for you. Come and learn what
the University Office of Global Programs
can do for you as you promote global
education, teaching, research, service. This
program will help participants:
• Understand the roles of the UOGP
interwoven directorates
• Find out where to go for help
• Learn about the administrative, proce-
dural, and legal considerations that must
be addressed when dealing with interna-
tionally related matters
Schedule for One Offering
Schedule for Three Offerings
hh Jan. 13, 2011 Thu 2:00 - 4:00
hh May 10, 2010 Mon 2:00 - 4:00
Each offering meets for one session.
hh Nov. 12, 2010 Fri 9:00 - 11:00
Location: 106 HUB-Robeson Center
hh Apr. 18, 2011 Mon 2:00 - 4:00
Each offering meets for one session.
Alien Employment
Certification PRO 182 Location: 431 James M. Elliott Building
ISFVS Staff
Faculty and Staff: None Others: Unavailable J Visa Training for Hiring
Joint offering of HRDC and Foreign Nationals PRO 196
International Scholars and Faculty ISFVS Staff
Visa Services Faculty and Staff: None Others: Unavailable
This program provides information on Joint offering of HRDC and
Penn State’s role as the employer of a foreign International Scholars and Faculty
Visa Services
status. This program will help you to: This program offers basic information to
• Follow the PERM process department staff on hiring an international
• Recognize eligibility requirements scholar or researcher using the J visa. This
program will help you to:
• Clarify Penn State’s role in the process
as the employer • Familiarize yourself with the J visa
• Identify the role of International process
Scholars and Faculty Visa Services • Understand the J visa legal
in the process requirements
• Distinguish the employee’s responsibili-
Topics
ties and duties in the process • J regulations
• Identify the timetable for adjustment • SEVIS
to permanent residency
• J-1 Fact Sheet
Topics • Travel while in J visa status
• Federal regulations, policies, • Time constraints
and procedures • Check-in requirements
• Application process overview
Schedule for Two Offerings
• Eligibility requirements
hh Jul. 28, 2010 Wed 9:00 - 11:00
• ETA 9089
• Legal responsibilities hh Jan. 28, 2011 Fri 9:00 - 11:00
• Role of the hiring department Each offering meets for one session.
Location: 431 James M. Elliott Building

Understanding Supplier Diversity
Related to Purchasing
Decisions PRO 183
Duane Bullock Cost: Negotiated
Joint offering of HRDC and
Purchasing Services
Based on Penn State’s commitment to
diversity, this program provides participants
with a better understanding of Supplier
Diversity. In addition, this seminar explores
why Supplier Diversity is important to Penn
State as well as to individuals. More specifi-
cally, this program will help participants to:
• Gain a greater appreciation for
Supplier Diversity
• R
ecognize the importance of establish-
ing successful, positive relationships
with quality diversity suppliers
• Identify ways to help Penn State by
increasing Minority Business Enterprises
and Women-Owned Business
Enterprises dollars
• Review subcontract requirements for
state and federal grants
Topics
• Order requisitions
• Vendor visits to departments
• Supplier Diversity Program Web site
usage
To request this program for your college,
department, team, or group, call
814-865-8216.
Fraud Awareness
and Prevention PRO 195
Internal Audit Staff in research experiments. It also provides
Faculty and Staff: None Others: Unavailable
Joint offering of HRDC and Office of
Internal Audit
This program provides an overview of the
importance of the system of internal controls
designed and implemented by management
to protect the organization. The program
also identifies the potential indicators of
various types of employee and vendor fraud
and reviews resources available to employees
who suspect financial fraud, waste, or abuse
in the workplace. The workshop includes
examples and case study discussions to
encourage participants to explore their own
level of awareness of fraud indicators and
their own ability to react when they suspect
fraud. More specifically, this program will
help participants to:
• Identify potential indicators of fraud
in the workplace
• Reinforce the importance of internal
controls in setting an environment
intolerant to fraud
• Become familiar with the purpose of
Penn State’s Financial Fraud, Waste,
and Abuse Hotline
• Identify appropriate responses when
fraud is suspected in the workplace
Topics
• Internal controls at Penn State
• Fraud definitions
• Developing fraud awareness
• Responses to suspected employee fraud
Schedule for One Offering
hh Oct. 22, 2010 Fri 9:00 - 11:30
Each offering meets for one session.
Location: 431 James M. Elliott Building
Research Proposals
and Projects
Acquiring University Approval
for Using Animal Subjects
in Research PRO 184
William Greer Cost: None
Joint offering of HRDC and the Office
for Research Protections
All research involving animal sub-
jects must be reviewed and approved by
the Institutional Animal Care and Use
Committee (IACUC) before research may
begin. The Office for Research Protections
coordinates the IACUC protocol review
and facilitates the approval of using animals
in research. This workshop prepares faculty,
staff, and students to successfully complete
submission requests for the use of animals
participants with a general knowledge of
the IACUC submission and review process.
More specifically, this program will help
participants to:
• Successfully complete an application
request for using animal subjects in
research experiments
• Understand and follow the IACUC
review process
Topics
• Federal requirements for using animal
subjects in research
• Components of Penn State’s Animal
Care and Use Programs
• The privilege of using animals as
research subjects
• Justification for using animals in
research activities
• Completion of the IACUC
submission request
P r o f e ss i o n a l G r o w t h
• Starting and conducting animal research
To request this program for your college,
department, team, or group, call
814-865-8216.
Considerations in the Conduct
of Research with Human
Participants PRO 191
Jodi Mathieu Cost: None
When conducting research with human
participants, it is extremely important that
participants are treated with respect, the
benefits outweigh the risks, and data is prop-
erly maintained, among other things. This
customizable program provides guidance
for ensuring research is conducted ethically
and in compliance with federal regulations.
Specifically, this program will help you to:
• Submit an application to conduct
research with human participants
• Identify key elements required in
informed consent documents and
procedures for documenting and
maintaining informed consents
• Differentiate between anonymous
and confidential data
• Conduct basic risk-benefit analyses
Topics
• Completing the application for use
of human participants in research
and understanding the review and approval
process
• Research review categories
• Understanding risk
• Informed consent process
• Data collection, storage, and disposal
• Post-approval monitoring of research
To request this program for your college,
department, class, or team, call
814-865-8216.
73
Teams and Teamwork
To ensure proper registration and confirmation, HRDC must receive your registration at least two weeks before the start of a program.
If you miss the two-week deadline, call 814-865-8216 before registering to check if space is available.
Group Dynamics: Skills for
Thriving in a Team-Based
Environment
Faculty and Staff: Partnering
for Excellence TTW 037
Lenny Pollack Cost: Negotiated
Given the challenges facing higher educa-
tion today, it is increasingly important for
faculty and staff to work collaboratively
toward shared goals in an environment
that is trusting, respectful, and supportive.
In high-performing academic departments
and divisions, faculty and staff typically
build on one another’s expertise by working
effectively toward shared goals as members
of a cohesive team. Designed for faculty
and staff who work together, this workshop
includes a series of engaging interactive
exercises and facilitated discussions that
strengthen faculty/staff working relation-
ships. More specifically, this seminar helps
participants to:
• Acknowledge the value that both
faculty and staff add to the department
• Recognize the benefits of faculty and
staff working relationships that reflect
mutual respect, collegiality, civility,
and collaboration
• Appreciate the priorities, stresses, and
frustrations that faculty and staff face
in their respective positions
• I dentify behaviors that contribute to
constructive partnerships among faculty
and staff
• List specific behaviors that can be
improved to strengthen faculty/staff
working relationships
Participants: Faculty and staff in the same
department or division
To request this program for your college,
department, team, or group, call
814-865-8216.
74
Building a Work Team TTW 042
Brynn Rousselin Since Strangling Isn’t an Option, by Sandra
Faculty and Staff: $89 Others: $107
Teambuilding and teamwork are popular
buzzwords in today’s workplace. An effective
team doesn’t just happen. It takes planning
and effort. However, few people understand
how to organize or develop an effective
team. This workshop goes beyond identify-
ing characteristics needed for effective team-
work to provide you with information and
strategies that you can use to assemble and
effectively lead dynamic work teams. This
seminar will enable you to:
• Organize a work team
• Differentiate between various types
of work teams
• Identify characteristics of effective teams
• Develop strategies for leading teams at
various stages of team development
Topics
• Characteristics of effective work teams
• Assembling a work team
• Stages of team development
• Team dynamics
• Leader roles and responsibilities
Schedule for Two Offerings
hh Mar. 2, 2010 Tue 1:30 - 4:30
hh Feb. 17, 2011 Thu 9:00 - 12:00
Each offering meets for one session.
Location: The March offering will be held
in 106 HUB-Robeson Center; the February
offering will be held in 431 James M. Elliott
Building
This program has so much plentiful information,
is well organized, and is professional.
– Participant in Faculty and Staff: Partnering
for Excellence
Since Strangling Isn’t
an Option TTW 049
New Program
Diane Brown
Faculty and Staff: $49 Others: $59
Program will be delivered via Adobe
Connect. Instructions will be sent to
participants prior to the program.
Even the most seasoned professional can
find challenge in dealing with a diffi-
cult person. It may seem overwhelming
when the challenges posed by one or more
members of the team transform the entire
unit into a friction-filled workplace. This
program explores common problems and
uncommon solutions covered in the book,
Crowe. This program will help you to:
• Identify your own emotional triggers
• Develop a plan-of-action for specific
types of behavior
• Make timely decisions with confidence
Schedule for Two Offerings
hh Dec. 9, 2010 Thu 1:30 - 2:30
hh May 11, 2011 Wed 9:00 - 10:00
Each offering meets for one session.
Location: Adobe Connect
Facilitation Services
HRDC offers a broad range of facilitation ser-
vices to help groups make decisions, solve
problems, and communicate more effectively.
Facilitation enhances group communication
by creating an environment that encourages
people to share perspectives and improve
understanding. Use facilitation services to
ensure that your meetings, retreats, and con-
ferences are both productive and efficient.
A skilled facilitator can help your group follow
its agenda and avoid the hazards of tangential
discussions, unnecessary conflict, and emo-
tionally charged issues. Facilitation services
may include but are not limited to:
• Collaborative pre-planning of meeting goals
and activities
• Guidance for group discussion,
problem-solving, and decision-making
• Mediation to manage conflicts
• Development of action plans
For pricing options and more information,
contact HRDC (814-865-8216,
hrdc@psu.edu).
 Teams and Teamwork

H R D C P rogram series

Dynamics of Group Communication

TTW 016
Faculty and Staff: Fee as shown for each seminar or $134 for both seminars
Others: Fee as shown for each seminar or $161 for both seminars

In today’s world of work, an increasingly

important aspect of effectiveness at work is
defined in terms of the ability to work in
groups. Learning the skills, tools, and tech-
niques of group dynamics helps each of us
to succeed at work while helping to create a
more civil, caring, and considerate institu-
tion. This series focuses on the dynamics of
communication within groups. Through
interactive exercises, you will experience
how communication affects individuals
and groups.

Enhancing Communication
to Strengthen Teamwork TTW 017
Bennett Hoffman
Faculty and Staff: $89 Others: $107
Teams are linked together by strands
of communication. Strengthening those
links ultimately strengthens teamwork.
This program provides insight into your
communication style and offers a vari-
ety of techniques for communicating
for optimal understanding and clarity.
In addition, the basics of teamwork are
explored by helping individuals recognize
the impact their personal style has on
teams. After this program individuals will
be able to:
• Overcome common communication
challenges
• Appreciate the variety of language
differences and preferences
• Describe the stages of team devel-
opment and how communication
impacts each stage
• Develop personal strategies to effec-
tively communicate within groups
• Capitalize on diversity and variety
among co-workers
Topics
• Personality styles
• Synergy
Schedule for One Offering
hh Oct. 21, 2010 Thu 9:00 - 12:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
The Art of Listening: A Key
to Communication TTW 018
Stephanie Flanagan Schedule for One Offering
Faculty and Staff: $69 Others: $83
A good listener tries to understand thoroughly
what the other person is saying. In the end he
may disagree sharply, but before he disagrees,
he wants to know exactly what it is he is dis-
agreeing with. (Kenneth A. Wells), Guide to
Good Leadership.
Listening is an under-utilized skill. How-
ever, it is one of the most powerful tools
each of us has to increase our effective-
ness and contributions to work groups.
Through personal reflection and interactive
activities, participants in this program rec-
ognize the elements of listening and how to
apply their personal listening style to daily
work situations. In addition, this program
will help individuals to maintain a positive
attitude when they feel they are not being
heard and to create a supportive environ-
ment in which listening flourishes. After
the program, participants will be able to:
• Identify characteristics of
effective listeners
• List various listening styles
• Practice techniques that build
mutual understanding
• Recognize the challenges to listening
effectively within work groups
hh Oct. 28, 2010 Thu 9:00 - 11:00
Each offering meets for one session.
Location: 334 James M. Elliott Building
Effective Group Dynamics
in One Day TTW 020
Brynn Rousselin
Faculty and Staff: $134 Others: $161
Both programs in the series are also being
offered in a convenient one-day format.
You can attend the one-day program and
begin realizing the potential of teams
right away.
Schedule for Two Offerings
hh Apr. 14, 2010 Wed 9:00 - 4:00
hh May 5, 2011 Thu 9:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
This program covered a number of key con-
cepts to help our group learn to move our
team building forward.
– Participant in Effective Group Dynamics
in One Day

75
 teams and teamwork
H R D C P rogram
The Art and Science of Teamwork
TTW 010
Cost: Negotiated
Working with others is both a science
and an art. Productivity, creativity, and
effectiveness are the hallmarks of action-
oriented teams. However, without creativ-
ity and a good grasp of group dynamics,
work groups are often unable to benefit
from the advantages of teamwork. This
series of programs focuses on cultivating
creativity and an understanding of the
“laws of teamwork” that help work groups
to get the job done! To request any com-
bination of the seminars listed below for
your college, department, group, or team,
call 814-865-8216.
The Laws of Teamwork TTW 011
Bennett Hoffman/Brynn Rousselin
Cost: Negotiated
This program is based on the book, The
17 Indisputable Laws of Teamwork by John
Maxwell. If teamwork were simple, the
same athletic teams would continue to
win championships year after year. Like
gravity, teamwork involves laws that must
be understood in order to be used effec-
tively. This program explores the nuances
and principles of teamwork to determine
what makes a team successful. This work-
shop focuses on the question: “Will my
interactions with others on the team be
effective?” Through interactive discussions
and activities, participants experience and
recognize the natural laws of teamwork.
After this program, you will be able to:
• List the laws of teamwork
• Recognize the importance of
collaboration in teamwork
• Recognize the advantages of
empowerment
• Create a strategy to capitalize
on teamwork
Topics
• Ethical behavior will physically manipulate and maneuver
• Civility
To request this program for your college,
department, team, or group, call
814-865-8216.
Snowflakes are one of nature’s most fragile
things, but just look what they can do when
they stick together.
– Vesta M. Kelly
76
series
Discovering Creativity
in Work Groups TTW 012
Rick Capozzi/Bennett Hoffman explosive situations and cope with many
Cost: Negotiated
You can never solve a problem on the level on
which it was created. (Albert Einstein)
Recognizing the impact of creativity at
work can be the difference between solv-
ing problems or creating more problems.
This highly-interactive program explores
personal beliefs about creativity and offers
practical techniques to increase creativity
within a group. After this program, you
will be able to:
• Recognize the elements of creativity
• Recognize what ‘blocks’ you from
being creative
• Create solutions for a student-
centered university
To request this program for your college,
department, team, or group, call
814-865-8216.
Discerning and Applying
Collaboration at Work TTW 023
Brynn Rousselin Cost: Negotiated
I am not a blues singer, jazz singer, or coun-
try singer. But I am a singer who can sing the
blues, jazz, and country. (Ray Charles)
Collaboration is similar to singing many
types of melodies. Collaboration involves
clearly recognizing our own styles, com-
municating our perspectives with ease,
and applying the various components of
teamwork to decision making. Through
lively discussions and interactive activities,
this program explores personal views on
collaboration and how to apply collabora-
tion in daily work life. After this program
you will be able to:
• Define collaboration
• Create an effective collaborative
environment
• Facilitate the components of collabora-
tion in various work situations
To request this program for your college,
department, team, or group, call
814-865-8216.
Enrich Your Team Through
Effective Conflict
Management TTW 019
Bennett Hoffman Cost: Negotiated
Different perspectives, opinions, and inter-
ests among members of a work group can
create conflict. This interactive program
provides participants with practical com-
munication skills and techniques to diffuse
types of conflict. In addition, participants
will explore how conflict can be a catalyst
for team growth and innovation. This pro-
gram will help participants to:
• Discriminate between unproductive
and productive conflict
• Develop specific communication skills
that contribute to successful teamwork
• Recognize opportunities to negotiate
and solve problems
• Use the components of a conflict
management model to reduce
unproductive behavior in teams
To request this program for your college,
department, team, or group, call
814-865-8216.
Tools for Resolving
Conflicts
Conflict is a natural part of life. Gain skills for
managing conflicts in your professional and
personal life in the HRDC program series
Conflict Resolution . . . I Never Met
a Conflict I Couldn’t Manage! (found on
page 22).
Teamwork Through
Challenges TTW 044
Brynn Rousselin Cost: Negotiated
Joint offering of HRDC and
TeamWorks, Inc. Learning Center
at Tussey Mountain
This program features a low-impact chal-
lenge course designed to evoke group inter-
action while mentally challenging partici-
pants. While on the course, participants
through a circuit of challenging situations.
The combination of exercises both on the
outdoor challenge course and in the lodge
will help your team or group to:
• Develop a team communication strategy
• Discover new solutions to daily
challenges
• Create strategies for handling
constraints and stress

Topics
• Teamwork
• Communication
• Problem solving
• Decision making
To request this program for your college,
department, team, or group, call
814-865-8216.
Teamwork at New Levels TTW 045
Brynn Rousselin Cost: Negotiated
Joint offering of HRDC and Stone
Valley Vertical Adventures
If your work-group enjoys the outdoors
or is looking for a new exhilarating bond-
ing experience, Teamwork at New Levels
on Stone Valley’s Odyssey III is for you
and your team! This program is offered at
Stone Valley’s new Odyssey III multi-level
challenge course, located adjacent to Lake
Perez in the Stone Valley Recreation Area.
The adventure begins with an opportunity
for work-groups to ease into the challenges
with a ground-level problem-solving activi-
ty and increases in height, culminating in a
100–foot zip-line finale. While completing
both physically and mentally challenging
activities, this seminar provides the oppor-
tunity for groups to enhance their com-
munication, coaching, and teamwork skills
while enjoying the natural outdoor setting
of Stone Valley. Completing the Odyssey
exercises will help you and your team:
• Reach new levels of communication
• Identify strategies for dealing with
difficult situations
• Develop stronger work relationships
• Reach a collective sense of accomplish-
ment for completing an awe-inspiring
task as a group
Although this program involves some
physical activity, participants need not be
physically fit.
To request this program for your college,
department, team, or group, call
814-865-8216.
The Seinfeld Factor TTW 050
New Program
Bennett Hoffman Rick Capozzi/Patricia Shope
Faculty and Staff: $89 Others: $107
Like the popular TV series, Seinfeld, this
professional development program is about
nothing! Well, not really . . . The class
participants will create the content. What
does a typical day at work look like? What
are the successes? What are the challenges?
How can you and your organization be
more effective? The content of this work-
shop will be based on the discoveries
and insights resulting from participation
in workplace simulations and experiential
activities. These activities will give you the
opportunity to explore common shared
workplace experiences and identify best
practices with a focus on how to make a
positive impact in your work environment.
Discussion will focus on transferring what
you have learned to your work environ-
ment and sharing your insights with leaders
and co-workers! This interactive workshop
will help you to:
• Uncover the benefits of teamwork
• Utilize constructive communication
• Share resources
• Recognize the impact of positive
reinforcement
• Develop decision making and problem
solving skills
• Balance quality, productivity, and budget
• Exceed customer expectations
(internal and external)
• Celebrate successes
Schedule for Two Offerings
hh Sep. 22, 2010 Wed 1:30 - 4:30
hh Jan. 26, 2011 Wed 1:30 - 4:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
teams and teamwork
Whale Done! The Power
of Positive Relationships TTW 039
Cost: Negotiated
What does training killer whales have to
do with training humans? More than you
might think! We have to rely on and work
with others in order to be productive and
achieve results. When someone makes a
mistake, we tend to use the “GOTcha
approach,” which can be unproductive
and self-defeating because it inadvertently
reinforces negative behavior. The “Whale
Done! approach” can have a dramatic posi-
tive impact on your relationships with
others. It is contagious and will help you
and your entire unit increase productivity,
improve morale, and achieve better results.
This program will help you to:
• Explore the impact of positive
relationships
• Identify ways to build trust with others
in the organization
• Accentuate the positive in relationships
• Achieve greater results in the workplace
• Increase productivity
• Create an environment where everyone
is genuinely excited about their work
Topics
• Building positive relationships
• Identifying and implementing the
Five Steps of Redirection
• Discovering and applying the four steps
of the “Whale Done! Response”
To request this program for your college,
department, team, or group, call
814-865-8216.
77
 teams and teamwork
Exploring Workplace Behaviors
Using the DiSC® Model TTW 021
Rick Capozzi Cost: Negotiated
Cost includes self-administered DiSC®
Assessment and Scoring Guide
Ever wonder why you sometimes just can’t
seem to communicate with your co-work-
ers? Do you ever clash with your supervisor
over how to manage a project? Perhaps the
answers to such issues involve differences
in your personality styles. Complete the
DiSC® Personal Profile System to better
understand your work styles, appreciate
others’ behavioral styles, and improve your
working relationships. The DiSC®, which
is self-administered and self-scored, also
offers insight into interpersonal commu-
nications. Understanding communication
patterns will help you maintain produc-
tive, collaborative working relationships
under stressful conditions. This program
will also enable you to:
• Recognize your behavioral style
• Respect co-workers and their
behavioral styles
• Develop strategies for fostering trust,
cooperation, and understanding within
the workplace
Topics
• Personal behavioral styles at work
• Relationships in the workplace
• Interpersonal communications
• The effect of behavioral styles on
problem solving
To request this program for your college,
department, team, or group, call
814-865-8216.
78
Speaking with Impact
“On the Fly”
Good presentation skills are vital, especially
when you have to take the floor without
much prior warning. Talking on Your Feet,
page 16, will help you to make your point
with impact “on the fly.”
The Effective Meeting
Facilitator TTW 006
Bennett Hoffman have often been regarded as thieves and
Faculty and Staff: $89 Others: $107
Leading meetings can be challenging! This
program offers practical tools and methods
that ensure efficient use of meeting time
along with guidelines for leading meetings
and managing logistics. The interactive for-
mat, which includes engaging exercises and
discussion, emphasizes the use of meetings
to facilitate teamwork. More specifically,
this program prepares participants to:
• Develop effective methods to open and
close meetings
• Practice effective responses to deal with
difficult participants
• Encourage active participation
• Identify several group brainstorming
techniques
Schedule for One Offering
hh Dec. 21, 2010 Tue 1:30 - 4:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
Teamwork: Skills for
Effective Working
Relationships
The Pirate’s Code TTW 043
Brynn Rousselin
Faculty and Staff: $69 Others: $83
Ahoy there, mateys! Come aboard for
a high seas adventure. We will map out
a path that leads to the hidden treasure
of effective workplace interactions. Pirates
cutthroats who lack principles or any sense
of order. The truth is that pirate crews
developed and enforced codes of conduct,
which allowed them to operate effective-
ly. This interactive workshop will explore
pirate codes to uncover lessons that can
be applied to the modern workplace. This
program will help you to:
• Recognize the role of workplace
culture in building relationships
• Identify elements of the effective
workplace interactions
• Develop strategies for interacting
more effectively with others in the
workplace
Schedule for One Offering
hh Mar. 17, 2011 Thu 2:00 - 4:00
Each offering meets for one session.
Location: 431 James M. Elliott Building
We don’t accomplish anything in this world
alone . . . and whatever happens is the result of
the whole tapestry of one’s life and all the weav-
ings of individual threads from one to another
that creates something.
– Sandra Day O’Connor

Building Real Relationships
at Work that Work TTW 040
Patricia Gouse
Faculty and Staff: $69 Cost: $83
Relationships . . . what makes them work?
Why do some fail? What role do personali-
ties play in the success or failure of relation-
ships? This program defines the essentials
and B.E.S.T. principles for building real
relationships. Why are some relationships
smooth and others difficult? This program
identifies the four basic communication
rules and helps participants to:
• Identify the typical root causes of
relationship problems
• Investigate methods for resolving
conflict
• Apply Penn State’s core values to
decision making
Schedule for Two Offerings
hh May 25, 2010 Tue 10:00 - 12:00
hh Nov. 16, 2010 Tue 2:00 - 4:00
Each offering meets for one session.
Location: The May offering will be held in
431 James M. Elliott Building; the Novem-
ber offering will be held in 334 James M.
Elliott Building
High-Performing Teams:
Using Questions to Achieve
Excellence TTW 035
Bennett Hoffman sometimes it feels like we need to walk on
Cost: Negotiated
Based on the book The Question Behind the
Question by John G. Miller, this program
explores the power of personal account-
ability in groups. Through self-awareness
activities, participants examine such con-
cepts such as integrity, wisdom, ownership,
leadership, risk, and initiative—all com-
ponents of high performing teams. If you
quest to achieve excellence, this program
is a must! After the program, you will be
able to:
• Identify the components of a
“Question Behind the Question”
• Utilize questions to promote a solution
focus instead of a blame focus in
solving problems
• Create a strategy of personal
accountability
• Identify how high-performing teams
respect each member
• Recognize your role in creating a
considerate and civil Penn State
community
To request this program for your college,
department, team, or group, call
814-865-8216.
Valuing Diversity
Through Teamwork TTW 002
Annie Holmes/Brynn Rousselin niques for Inspiring Teamwork
Cost: Negotiated
Joint offering of HRDC and the
Affirmative Action Office
The true miracle is not walking on water or
walking in air, but simply walking on this
earth. (Ven. Thich Nhat Hanh)
When it comes to being part of a team,
water or air just to survive. This program
focuses on how to capitalize on the diver-
sity of teams so that the entire team can
simply “walk together.” After attending the
program, you will be able to:
• Recognize your personal biases toward
others
• Recognize your group’s biases
• Identify the elements of effective teams
• List the pros and cons of teams in
a diverse work force
• List various group roles and their
connection to diversity
• Identify the effect diversity has upon a team
• Create a strategy to capitalize on
team diversity
Topics
• Stereotypes
• Group dynamics
• Capitalizing on diversity
To request this program for your college,
department, team, or group, call
814-865-8216.
teams and teamwork
Human Factors in Project Manage-
ment: Concepts, Tools, and Tech-
and Motivation TTW 046
Kathleen Wolfhope/Brynn Rousselin
Cost: Negotiated
Are you looking for project management
tools that provide “people-based” man-
agement skills and techniques that have
practical applications when working in a
team environment? This comprehensive
program brings together new and current
models in team motivation, and integrates
the most significant concepts in team
motivation and behaviors into a single
set of principles called “Human Factors.”
Explore how these factors can be applied
to the most challenging issues facing you
today. This workshop will help you to:
• Motivate a diverse workforce
• Facilitate team decisions
• Resolve interpersonal conflicts
• Manage difficult people
• Strengthen team accountability
To request this program for your college,
department, team, or group, call
814-865-8216.
Thinking “Creativity”
in Work Groups
Learn to apply some of the most up-to-
date concepts and strategies for creativity
in both personal and professional settings.
Unleash the creativity within by attending
Creativity Power. See page 58 for more
details.
79
 Teams and Teamwork
Mastering the Power of the MBTI ® For Creating
Effective Workplace Interactions
Faculty and Staff: Cost as shown for each seminar or $498 for all five seminars
Others: Cost as shown for each seminar or $575 for all five seminars
The cost of this program series includes one MBTI® assessment and a one-hour one-on-one
coaching session with an MBTI® certified consultant.
The Myers-Briggs Type Indicator (MBTI®)
is the most widely used personality inven-
tory in today’s workplace. Feedback from
the MBTI® explains how an individu-
al’s personality is different from others,
increases self-understanding, and helps
individuals approach their work and life
in a manner that maximizes strengths
and accommodates weaknesses, thus
facilitating goal accomplishment. The
MBTI® can also be used to promote
understanding among individuals and
improve interpersonal and work relation-
ships. Even if you have previously taken
the MBTI®, programs in this series will
help you to:
• Have a more in-depth knowledge of
personality type and how it can be
used to increase personal and work-
place effectiveness
• Enhance your understanding of
workplace personality dynamics
• Develop strategies for your personal
growth and development
Unlocking Opportunities by
Embracing Differences TTW 029
Brynn Rousselin, MBTI® Certified
Faculty and Staff: $209 Others: $227
Cost includes price of MBTI® assess-
ment and a one-hour one-on-one
coaching session
In today’s world of work, it is common to
talk about personality differences, work
style differences, and conflict handling
differences. What lies at the root of these
differences? Why is it easy to know that
we need to embrace those differences yet
we find it difficult to accept those differ-
ences? This interactive program explores
the hidden workings of personality—the
“stuff ” that many of us may be afraid to
discuss! This program also includes an
hour of one-on-one coaching with an
MBTI® certified consultant. Coaching
80
H R D C P rogram series
TTW 047
is a powerful tool for self-discovery and
growth. Knowledge of personality type
becomes more useful when it is connect-
ed to your personal story. The coaching
session will promote self-discovery and
offer insights that are applicable to your
unique life and work situations. After this
program, you will be able to:
• Assess your personality strengths
and challenges
• Recognize your preferences in
communicating
• Explore individual contributions in the
workplace based on personality type
• Recognize the implications of your per-
sonality type in interacting with others
in meetings, committees, teams, and
other groups
Topics
• Self-awareness
• Civility
• Respect
• Consideration for others
Please register at least three weeks prior to
this program to allow ample time for you
to complete the MBTI® assessment and
have your report scored and processed.
Schedule for One Offering
hh Mar. 16, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
The Challenge of Building Alliances
Using Personal Energies TTW 030
Brynn Rousselin, MBTI® Certified
Faculty and Staff: $89 Others: $107
There is an internal struggle in all of
us . . . it is the struggle between being
extroverted and introverted at any given
moment. This war is so innate and natu-
ral to us we rarely think of it. However,
it is brought to light anytime we are
exhausted after talking or meeting with
someone, attending an event that saps us
of our energy, listening to a co-worker
giving an update on a project, or the
myriad of other daily work place interac-
tions. Join others in this discussion-based
program that delves into the sacred war
of personal energies. After this program,
you will be able to:
• Define introversion and extraversion
• Recognize personal habits that
increase your energy or deplete it
• Identify a personal strategy to effec-
tively deal with the opposite energy in
daily workplace activities
Prerequisites: Completion of Unlocking
Opportunities by Embracing Differences
(TTW 029) or equivalent MBTI® pro-
gram that included the MBTI® assess-
ment and debriefing of results
Schedule for One Offering
hh Mar. 23, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building

Mastering the Power of the MBTI
Oh, So That’s What You Meant!
Interpreting Communication Management TTW 034
with MBTI® TTW 051
New Program
Brynn Rousselin, MBTI® Certified Change has embedded the daily culture
Faculty and Staff: $89 Others: $107
Have you ever felt like you were speak-
ing an entirely different language from
your co-workers? Have misunderstand-
ings gotten in the way of effective com-
munication? Efficient and effective com-
munications are the cornerstone of suc-
cessful team interactions. Learn how to
“speak” your co-workers’ language and
avoid misunderstandings through the
use of the Myers Briggs Type Indicator®
(MBTI). By understanding personality
type and communication preferences,
you can begin to improve and enhance
your communications with co-workers.
These enhanced communications will
help you to:
• Improve interpersonal relationships
with co-workers
• Convert potential conflict into
effective conversations
• Increase the productivity of your
work unit
• Provide effective feedback that will
be readily accepted
Topics
• Self-awareness
• Communication
Prerequisites: Completion of Unlocking
Opportunities by Embracing Differences
(TTW 029) or an equivalent MBTI® pro-
gram that included the MBTI® assessment
and debriefing of results
Schedule for One Offering
hh Mar. 30, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
One piece of log creates a small fire,
adequate to warm you up, add just a few
more pieces to blast an immense bonfire,
large enough to warm up your entire circle
of friends; needless to say that individuality
counts but team work dynamites.
– Jin Kwon
H R D C P rogram series
Continued from previous page
High Impact Change
Brynn Rousselin, MBTI® Certified • Earn customer trust
Faculty and Staff: $89 Others: $107
of today’s workplace. Experiencing change
in a group can be as challenging as expe-
riencing the change itself. For groups to
be successful, they need to have a change
management strategy that results in com-
pleting daily tasks while simultaneously
achieving the intended outcome of the
change. During this interactive discussion-
based program, participants will:
• Recognize how people with different
natural preferences deal with change
• Discover how to create a shared under-
standing of change
• Develop a compassionate approach to
dealing with resistance to change
• Define change for each natural
preference
Prerequisites: Completion of Unlocking
Opportunities by Embracing Differences
(TTW 029) or equivalent MBTI® program
that included the MBTI® assessment and
debriefing of results
Schedule for One Offering
hh Apr. 6, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
High Impact Customer
Interactions TTW 033
Brynn Rousselin, MBTI® Certified tailored consulting services to debrief
Faculty and Staff: $89 Others: $107
To truly serve customers, one needs to
truly understand customers. In today’s
world of peak customer service, it is not
enough for groups and teams to provide
customer service that merely meets cus-
tomer needs. Exceeding customer require-
ments is increasingly important. This pro-
gram examines a straight-forward model
for determining a customer’s natural pref-
erences within minutes of talking to the
customer. At the end of the program, you
will be able to:
Teams and Teamwork
®
• Make a positive first impression
• Convey respect in your interactions
• Increase your credibility with
customers
• Act with ethics and integrity
Prerequisites: Completion of Unlocking
Opportunities by Embracing Differences
(TTW 029) or equivalent MBTI® pro-
gram that included the MBTI® assessment
and debriefing of results
Schedule for One Offering
hh Apr. 13, 2011 Wed 8:30 - 11:30
Each offering meets for one session.
Location: 334 James M. Elliott Building
MBTI® Consulting
Services
MBTI® assessments can be used to help
individuals work more effectively with
different types of people. Individuals
and groups may consult with a certified
MBTI® facilitator and use their results
to:
• Enhance lateral and vertical
communications
• Capitalize on individual differences
• Strengthen working relationships
• Foster the achievement of unit goals
Individuals and groups may request
MBTI® results in order to apply them
to their unique needs and preferences.
Individual consultations focus on capital-
izing on personal strengths while identi-
fying opportunities and action steps for
growth and professional development.
Group consulting services focus on
building more productive and positive
work environments, overcoming specific
challenges and problems, and identifying
practical strategies to achieve goals.
For more information on the MBTI®
Consulting Services, please contact
Brynn Rousselin (814-865-5907;
bmr15@psu.edu).
81
Acknowledgments
Many programs in this catalog are offered through the cooperative efforts of HRDC and other organizations. The partners who have contrib-
uted to the current schedule of programs include:

• Affirmative Action Office • Office of Internal Audit • Stone Valley Vertical Adventures
• Campus Sustainability Office • Office for Research Protections • TeamWorks Inc. Learning Center
• Centre County Women’s Resource • Outreach Advising and Learner Services • The Directorate of International
Center • Outreach and Cooperative Extension Student Advising
• College of Communications • Penn State Office of Human Resources • TIAA-CREF
• Employee Benefits • Penn State Public Broadcasting • University Office of Global Programs
• Employment and Compensation • Penn State Privacy Office • University Police
• International Scholars and Faculty • Penn Stater Conference Center Hotel • University Publications
Visa Services • PNC Bank • University Records Management
• Information Technology Training • Purchasing Services Program
Services • Verizon Foundation
• Risk Management
• Office for Disability Services
• Schreyer Institute for Teaching
Excellence

Statement of Nondiscrimination
The Pennsylvania State University is committed to the policy that all persons shall have equal access to
programs, facilities, admission, and employment without regard to personal characteristics not related
to ability, performance, or qualifications as determined by University policy or by state or federal
authorities. It is the policy of the University to maintain an academic and work environment free
of discrimination, including harassment. The Pennsylvania State University prohibits discrimination
and harassment against any person because of age, ancestry, color, disability or handicap, national
origin, race, religious creed, sex, sexual orientation, gender identity, or veteran status. Discrimination
or harassment against faculty, staff, or students will not be tolerated at The Pennsylvania State
University.
Direct all inquiries regarding the nondiscrimination policy to the Affirmative Action Director, The
Pennsylvania State University, 328 Boucke Building, University Park, PA 16802-5901; Tel 814-865-
4700/V, 814-863-1150/TTY.
Access to Programs and Services
Penn State encourages qualified persons with disabilities to participate in its programs and activities.
If you anticipate needing any type of accommodation or have questions about the physical access
provided, please contact Trish Ripka at 814-865-7922 in advance of your participation or visit.
U.Ed. BSO 10-4047 MPC 106640

82
Frequently Asked Questions
Who can take HRDC programs?
HRDC programs are offered for all fac-
ulty and staff. Penn State provides release
time for faculty and staff to attend HRDC
programs for the purpose of improving
job performance or increasing promo-
tional opportunities. During release time,
faculty and staff are released from normal
duties and responsibilities and compen-
sated at regular pay.
What should I do if I’m registered
for a program, but I can’t attend
due to illness?
If you are unable to attend a program for
which you are registered, you may:
• Send a substitute.
• Call 814-865-8216 so HRDC can
accommodate others on the waiting
list. Unless otherwise noted, refunds
will be given for cancellations made
at least two weeks before the start of
the program. If an emergency prevents
you from attending a program, try to
find someone else in your unit who
can attend in your place and then
inform HRDC. If you can’t locate
a substitute, call HRDC right away
at 814-865-8216 to discuss alternate
arrangements.
What happens if I get to a program
and find out that I’m not registered?
Inform the presenter, remain for the
program, and print your full name, work
unit, phone number, and e-mail address
on the sign-in sheet during the class.
Your unit will be direct billed after the
program.
How can I get in touch with HRDC?
Human Resource Development Center
Office of Human Resources
The Pennsylvania State University
420 James M. Elliott Building
University Park, PA 16802
Phone: 814-865-8216
Fax: 814-865-3522
E-mail: Hrdc@psu.edu
Web Site: www.ohr.psu.edu/hrdc/home.
cfm
What other options are there for
professional development besides
the programs in this catalog?
Check out HRDC brochures that come
to you in the mail. Throughout the
year, we offer additional opportunities to
connect you with special events such as
national conferences and new programs
we develop with our University partners.
Books, videos, and audiotapes give you
the option of learning at your own pace
and place. The HRDC Library has a wide
variety of materials available to you at no
charge (see Lending Services in the sec-
tion of this catalog titled “What We Can
Do For You”).
Is there a record of the programs
I’ve attended?
Your own personal transcript can be
accessed at www.ohr.psu.edu/hrdc/home.
cfm. This transcript will provide you the
record of programs you’ve attended in the
past year. You may also call 814-865-8216;
we will be able to generate your transcript
and send it to you right away.
What happens if a program
is cancelled?
Every attempt will be made to conduct
all programs, although HRDC reserves
the right to cancel when necessary. If this
happens, you will be contacted via e-mail
or phone, and your department will not
be billed. You will be refunded if you have
paid for a program with a personal check.
How do I pay for a program?
You may register for HRDC programs
either online at www.ohr.psu.edu/hrdc/
programs.cfm or with a printed form
[such as the one in the back of this
catalog]. Please follow the registration
and payment instructions provided with
each option. Regardless of how you reg-
ister, you may use either of two payment
options:
• Personal check [payable to Penn State]
• Direct bill to department
In choosing a payment option you are
agreeing to adhere to HRDC registra-
tion policies. If you choose the direct bill
option, the payment approval process
varies somewhat depending on how you
register:
• Printed registration form: Complete
the printed form and obtain signatures
from your budget administer/executive
and financial officer.
• Online registration: Since signatures by
your budget administer/executive and
financial officer are not required by the
online form, a copy of your registra-
tion will be sent to your finance office.
However, prior to your registration,
you are responsible for obtaining any
approvals required in your unit. Please
be sure that you are authorized and that
you understand your unit’s policy for
the direct bill payment option. If your
unit refuses to pay for this transaction,
your registration will be cancelled. If you
have any questions, please contact your
Human Resources Representative.
How can my unit receive a
confirmation of a direct bill?
If you register online, a copy of your
registration will be sent to your unit’s
finance office. This copy may be used to
confirm the direct bill for your registra-
tion. When registering with a printed
form, your finance office may use a
copy of your completed registration form
for its records, or call 814-865-7922 to
request a direct bill confirmation for your
registration fee.
Why should I choose programs and
services from HRDC?
HRDC programs and services are specifi-
cally designed for Penn State employees
and units. Program content and HRDC
presenters are consistently rated highly
by participants. We take your feedback
seriously and continuously improve what
we do to meet your needs. The bottom
line: HRDC gives you the best programs
for a reasonable cost. Over 12,000 people
participate in programs each year. We
encourage you to ask one of them!
83
 What You Need to Know
Ready to make a change in your life? When you invest time and
energy in learning, you’re renewing a commitment to improve your-
self. Maybe you want to build on the strengths you already have or
acquire new skills to meet an emerging demand in the office.
The world of work is changing constantly, so be proactive and
strive for the professional development opportunities that make
you indispensable.
Here’s all the information you need from start to finish to get you
where you want to go.
Ready
Start smart! There are many ways to select the professional devel-
opment activity that’s best for you; but let’s face it, both time and
money are limited, so do your homework up front.
• Look at your goals.
• Examine your last performance review for ideas.
• I dentify the gaps you want to fill with new skills.
• Talk to your supervisor about a good mix of development
options that not only meet your needs but also make a strong
contribution to your office.
• Plan your year by looking at the variety of programming that’s
offered, and balance it with your workload.
• Check with co-workers to see if there is a common interest in
the same programs. If so, requesting a program through
HRDC means your unit saves money while establishing a
common foundation of skills—and getting a program that’s
customized just for your unit!
Set
Take action, get registered. Once you’ve decided on a course of
action, don’t procrastinate. HRDC programs fill up fast—which you
may have discovered when you ended up on the waiting list because
you called too late! We require registration at least two weeks in
advance and fill our programs on a first-come, first-served basis. If
you miss the deadline, call 814-865-8216 to check if there is still
space before you register.
• To register for one or more programs, register online at
http://www.ohr.psu.edu/hrdc/programs.cfm. You may also
complete the registration form in the back of this catalog;
copy the blank form or remove it from the book, as needed.
• If you use a printed form to register, forward all registration
information to HRDC in one of the following ways:
• Phone: 814-865-8216 (for FREE programs only)
• Fax: 814-865-3522
• Mail: HRDC, 420 James M. Elliott Building,
University Park
• Registrations received by HRDC at least two weeks before a
scheduled program will be confirmed by e-mail. If you do not
receive a confirmation notice, please call 814-865-8216 to
verify your registration in advance. Wage Payroll staff should
call to confirm registrations because their e-mail addresses are
not in IBIS.
84
Go
Check the details. Take the time to double-check the details about
the program, such as location and time. HRDC programs are offered
in numerous locations, and you should consider transportation and
parking to determine when to get going.
• Transportation to the James M. Elliott Building: Because parking
is limited for programs held in the James M. Elliott Building at
University Park, consider taking the bus, the White Loop (which
stops directly in front of the James M. Elliott Building), or the
Campus Shuttle (which stops at the corner of College Avenue
and Allen Street).
• Locations of Programs: A map illustrating the location of build-
ings and parking areas for programs offered at University Park is
provided in the back of this catalog.
Get there on time! There’s a lot of information and activities packed
into our programs, and starting on time only makes good sense.
In addition, it’s a courtesy to others to be prompt.
Actively participate. This program is for you, so make the most of
it and participate! Do your best to leave the office behind so you can
make the most of this professional development opportunity.
Give us your feedback. We take your feedback seriously. It’s an
important part of our service to you and those who will take the same
program in the future.
Congratulations!
Reflect on what you’ve learned. Review the materials you received
during the class and write any additional notes to keep it fresh in
your mind. Pursue the topics further through additional reading.
Put your skills into action. Even a great program is useless if you don’t
apply what you’ve learned. You don’t need to try everything at once.
Select one skill, use it, evaluate your action, and make improvements.
Record the progress toward your professional development goals.
Keep track of your activities. Inform your supervisor and discuss how
this program is part of your overall professional development plan.
Share your new knowledge with others. Professional development
can be extended by sharing what you’ve learned with your co-work-
ers. If you think it would be a good program for others, recommend
it! Set up a regular pattern of sharing information at staff meetings
or brown bag lunches. When you tell others what you’ve learned, you
will find the concepts and skills further reinforced in your mind.
Keep going. It’s time to refer back to your plan. Go back to step one.
The way a team plays as a whole determines its success. You may have
the greatest bunch of individual stars in the world, but if they don’t play
together, the club won’t be worth a dime.
– Babe Ruth

Index
8th Habit, The 7
360-Degree Feedback 2
A Perceptions, Patterns, and
Achieving Results through Effective
Communication 13
Assertive Communication:
A Solution-Based
Approach 13
Non-Verbal Communication:
Speaking Volumes Without
Saying a Word 13
ACIREMA 70
Acknowledgments 82
Acquiring University Approval
for Using Animal Subjects in
Research 73
Action Plan 59
Personal Goal Setting and
Achievement 59
ADA 35
How to Assist an Employee
Who Might Need an
Accommodation 35
Adult Learning 10, 58
How to Become an Effective
Online Learner 10
Speed Reading Power 58
Advanced Conflict Resolution
Skills 22
Advanced Negotiation Skills 23
Al-Alawneh, Muhammad 15
Alcohol Abuse 43
Managing the Hard Stuff 43
Alien Employment Certification 72
Aligning Your Values and
Your Time 56
Americans with Disabilities Act 35
How to Assist an Employee
Who Might Need an
Accommodation 35
And When You Fall 53
Anger 22
Advanced Conflict Resolution
Skills 22
Anger Management . . . The
Beginning 20
Animal Research 73
Acquiring University Approval
for Using Animal Subjects in
Research 73
Animals On Your Team 63
Are You Lucky? 52
Are You Ready? Emergency
Preparedness 67
Art and Science of Teamwork, The 76
Discerning and Applying
Collaboration at Work 76
Discovering Creativity in Work
Groups 76
Laws of Teamwork, The 76
Art of Collegiality, The 21
Art of Listening: A Key to
Communication, The 75
Art of Tooting Your Own Horn
Without Blowing It, The 16
Art of Understanding: Intercultural
Communication, The 28
Communicating Across
Cultures 28
Conflict 28
Still Talking 9 to 5: Gender
Communication in the
Workplace 28
Art of Verbal Self Defense, The 23
Assertive Communication 13
Assertive Communication: A
Solution-Based Approach 13
Assertive Communication: A Solution-
Based Approach 13
Attitude 20, 34, 35, 44, 51, 53, 56,
57, 58, 64, 77
And When You Fall 53
Anger Management . . .
The Beginning 20
Climate Control: Promoting
Mutual Respect in the
Workplace 35
Creating Optimism in the
Workplace: Looking on the
Bright Side of Work 51
Cultivating the Attitude
of Success 58
Developing the Leader Within
You 44
Juggling the Dynamics of
Change 64
Managing Anger Before It
Manages You 20
Racial Identity: Surprise,
We All Have One 34
Seinfeld Factor, The 77
We are—Penn State! 56
Working Effectively with
Others During Change 64
Working Toward Cultural
Competency: The Final
Frontier 35
B Brown, Diane 8, 9, 21, 37, 39, 40,
Baby Boomers: Pre-Retirement
Options and Opportunities 10
Balancing Work and Life 49
Keeping Your Head Above
Water While Doing More
With Less 49
Barbara Korner, Training the
Butterflies to Fly in Formation 18
Basic English Grammar: What’s
your GQ? 26
Basic Writing Skills 24
Befriending Commas, Semi-Colons,
and Other Grammatical
Guidelines 26
Basic English Grammar:
What’s your GQ? 26
One Last Look: Proofreading
Techniques 26
Punctuation Mystery Solved:
S is for Semicolon 26
Behavioral Styles 78
Exploring Workplace Behaviors
Using the DiSC® Model 78
Best Places to Work 37
How the World’s Greatest
Managers Create the Best
Places to Work 37
Beyond Mastering SuperVision:
Advanced Supervisory Practices 47
Beyond Sexual Harassment:
Identifying and Preventing Other
Types of Harassment in the
Workplace 33
Beyond the Carrot and the Stick:
How to Effectively Motivate Your
Team 38
Bit Literacy: Productivity in the
Age of Information and E-mail
Overload 50
Blink: The Power of Thinking without
Thinking 5
blogs 23
Wikis, Blogs, and Online Social
Networking 23
Book Summaries and Beyond 5, 6, 7
8th Habit, The 7
Blink: The Power of Thinking
without Thinking 5
Confidence 6
Crucial Confrontations:
Tools for Resolving
Broken Promises, Violated
Expectations, and Bad
Behavior 6
Crucial Conversations: Tools
for Talking When Stakes
are High 6
Getting Unstuck 5
Last Lecture, The 5
Leader’s Legacy, A 5
Let’s Get to “Yes”: Negotiating
to Agreement 7
Micromessages: Read Between
the Lines 7
Put the Moose on the Table 7
Born to Dream 51
Brannen, Claire 14, 48, 49
48, 67, 68, 74
Building Alliances 80
Challenge of Building Alliances
Using Personal Energies,
The 80
Building a Work Team 74
Building Bridges to Achieve
Results 15
Building Real Relationships at Work
that Work 79
Bullock, Duane 73
Bullying 43, 62
Hostility in the Workplace 62
Managing the Hard Stuff 43
Business Etiquette 55
High Stakes Etiquette 55
Business Writing 27
C Coaching Others with Courage and
Calm Effectiveness: Excelling During
Challenging Times 48
Campbell, Cindy 8
Index
Capozzi, Rick 5, 6, 11, 13, 16, 20,
30, 31, 38, 40, 44, 48, 49, 51,
54, 55, 56, 57, 58, 59, 62, 63, 76,
77, 78
Career Development 8, 9, 10, 11, 51
Baby Boomers: Pre-Retirement
Options and Opportunities 10
Born to Dream 51
Career Fitness 8
How to Become an Effective
Online Learner 10
Identify Your Strengths and
Align Them with Your
Work 9
Interviewing Skills for Job
Applicants 8
Key Strategies for Advancing
Your Career 9
Personal Branding: How Does
That Help My Career? 8
Pursuing Your Career with
Passion! 11
Resume Preparation 8
What Got You Here Won’t Get
You There 11
What You Do Today Impacts
Your Career Tomorrow 10
Career Fitness 8
Cathy Dufour, Managing Up:
Strategies for Success with
Your Boss 19
Cents-able Young Adults 60
Challenge of Building Alliances Using
Personal Energies, The 80
Challenge the Process 41
Change 7, 63, 64, 81
Animals On Your Team 63
High Impact Change
Management 81
Juggling the Dynamics of
Change 64
Lessons of Change, The 63
Micromessages: Read Between
the Lines 7
Who Moved My Cheese 63
Working Effectively with
Others During Change 64
Change and the Workplace 64
Going with the Flow
of Change 64
Juggling the Dynamics of
Change 64
Working Effectively with
Others During Change 64
Change Management Services 3
Cianci, Rebecca 29, 30, 31, 44, 52, 57
Climate Control: Promoting Mutual
Respect in the Workplace 35
Climbing Your Ladder to Success! 53
Coaching 43
Leadership at New Levels 43
Leadership Lessons Learned in
the Office 43
Patience 40
Collaboration 15, 21, 49, 71, 76
Art of Collegiality, The 21
85
 Index
Building Bridges to Achieve
Results 15
Discerning and Applying
Collaboration at Work 76
How to Forge Productive Inter-
national Collaborations 71
Keeping Your Head Above
Water While Doing More
With Less 49
Collegiality 21
Art of Collegiality, The 21
Commaker, Andrea 36
Communicating Across Cultures 28
Communicating Your Message:
Writing for Clarity and Impact 27
Communication 16, 17, 18, 19, 20,
21, 22, 23, 24, 25, 26, 27, 28, 30,
43, 56, 59, 75, 76, 77, 81
Achieving Results through
Effective Communication 13
Advanced Negotiation Skills 23
Art of Collegiality, The 21
Art of Tooting Your Own Horn
Without Blowing It, The 16
Art of Understanding:
Intercultural
Communication, The 28
Art of Verbal Self Defense,
The 23
Basic Writing Skills 24
Befriending Commas,
Semi-Colons, and Other
Grammatical Guidelines 26
Building Bridges to Achieve
Results 15
Conflict Resolution . . . I Never
Met a Conflict I Couldn’t
Manage! 22
Conversational Languages 15
Crucial Confrontations:
Tools for Resolving
Broken Promises, Violated
Expectations, and Bad
Behavior 6
Crucial Conversations: Tools
for Talking When Stakes are
High 6
Designing and Developing
Engaging High-Impact
Presentations 20
Dynamic Conversations for
Women 17, 18, 19
Dynamic Presentations 16
Editorial Style: How it Fits into
Your Communications 25
Enhanced Communication
Skills for IT and Technical
Professionals 13
Enhancing Communication to
Strengthen Teamwork 75
Essentials of Communicating
with Tact and Finesse,
The 12
Generating Buy-In 21
Interest-Based Negotiation 21
Leadership at New Levels 43
Leading the Green Challenge:
Strategy and Effective Action
to Eliminate Waste and
Improve Quality 56
Leading Through Challenges
43
86
Managing Anger Before It
Manages You 20
Managing Difficult
Communications 14
Micromessages: Read Between
the Lines 7
Navigating the Maze of
Workplace Politics 13
Oh, So That’s What You
Meant! Interpreting
Communication with
MBTI® 81
Persuasion and Influence 23
Planning for Success 12
Powerful Tools for the Written
Message 24
Seinfeld Factor, The 77
Service on the Front Line 30
Shipwrecked! 59
Storytelling: How to Lead and
Inspire Using Stories 16
Taking the “Go” Out
of Gossip 21
Talking on Your Feet 16
Teamwork at New Levels 77
Teamwork Through
Challenges 76
Technical Writing: How
to Write It So They’ll
Read It 25
Using Feedback for Effective
Communication 21
Verbal Judo: Communicating
in Challenging Situations 12
Wikis, Blogs, and Online Social
Networking 23
Writing, Editing, and
Managing Newsletters 25
Writing with Confidence and
Clarity 27
Communication Dynamics 22
Understanding Conflict 22
Communication Styles 13, 28
Assertive Communication: A
Solution-Based Approach 13
Communicating Across
Cultures 28
Still Talking 9 to 5: Gender
Communication in the
Workplace 28
Complaint is a Gift, A 30
Complaints 30
Telephone Skills that Will
“Wow” Your Customers 30
Conducting Reviews and Planning
for Performance Improvements,
Part II 42
Confidence 6, 52
Are You Lucky? 52
Conflict 6, 7, 12, 20, 22, 74, 76, 81
Advanced Conflict Resolution
Skills 22
Crucial Confrontations:
Tools for Resolving
Broken Promises, Violated
Expectations, and Bad
Behavior 6
Crucial Conversations: Tools
for Talking When Stakes are
High 6
Enrich Your Team Through
Effective Conflict
Management 76
Let’s Get to “Yes”: Negotiating
to Agreement 7
Moving from Frustration to
Resolution 20
Oh, So That’s What You
Meant! Interpreting
Communication with
MBTI® 81
Since Strangling Isn’t
an Option 74
Verbal Judo: Communicating
in Challenging Situations 12
Conflict Handling 80
Unlocking Opportunities by
Embracing Differences 80
Conflict Resolution 14
Getting Into and Out of
Destructive Conversations 14
Conflict Resolution . . . I Never Met a
Conflict I Couldn’t Manage! 22
Advanced Conflict Resolution
Skills 22
Conflict Resolution Skills 22
Understanding Conflict 22
Conflict Resolution Skills 22
Confrontational Customers 31
Dealing with Confrontational
Customers 31
Connecting to Your Audience:
Persuasive Business Writing 27
Considerations in the Conduct of
Research with Human
Participants 73
Conversational Arabic 15
Conversational Languages 15
Conversational Arabic 15
Conversational Spanish 15
Conversational Spanish 15
Coordinating Special Events Like
a Pro 62
Coquese Washington, Leading is
FUNdamental: Develop a Winning
Leadership Style 18
Cost Savings 49, 51
Keeping Your Head Above
Water While Doing More
With Less 49
Cover Letters 8
Resume Preparation 8
Covey, Steven 51
Seven Habits of Highly
Effective People, The 51
Creating Optimism in the Workplace:
Looking on the Bright Side of
Work 51
Creating Positive Customer Service
Interactions: Making the Right
Decision 31
Creative Problem Solving 40
Introduction to the Creative
Problem Solving Model 40
Creativity 9, 40
Introduction to the Creative
Problem Solving Model 40
Re-energize by Expanding
Options in Your Current
Position 9
Creativity for Each Day 59
Creativity in Daily Life 54
Focus Your Thinking 54
Creativity Power 58
Critical Thinking 53, 58
Nudging Your Way to Better
Decision Making 53
Thinking Power 58
Criticism 21
Using Feedback for Effective
Communication 21
Cromwell, Sue 7, 51
Cross-cultural Communication 15,
28, 72
Communicating Across
Cultures 28
Conversational Arabic 15
Conversational Spanish 15
How to Successfully Retain
International Students 72
Crucial Confrontations: Tools for
Resolving Broken Promises,
Violated Expectations, and
Bad Behavior 6
Crucial Conversations: Tools for
Talking When Stakes are High 6
Cultivating the Attitude of Success 58
Culture 15, 28, 35, 72
Conversational Arabic 15
Conversational Spanish 15
How to Successfully Retain
International Students 72
Navigating Crossroads:
Religion and Culture in
the Workplace 35
Perceptions, Patterns, and
Conflict 28
Working Toward Cultural
Competency: The Final
Frontier 35
Current Staff: Take an Energized
Approach with Your Annual
Performance Review 68
Customer Complaints 30
Complaint is a Gift, A 30
Telephone Skills that Will
“Wow” Your Customers 30
Customer Service 29, 30, 31, 40, 52
Complaint is a Gift, A 30
Creating Positive Customer
Service Interactions: Making
the Right Decision 31
Dealing with Confrontational
Customers 31
Exceptional Service Begins with
Exceptional People 40
FISH! Philosophy, The 29
FISH! Sticks: Creating a
Departmental Customer
Service Vision 29
Generational Differences in
Customer Service 29
It’s Not So Simple Anymore:
Working with Diverse
Customers 31
Service on the Front Line 30
Service Oriented Office
Professional, The 29
Telephone Skills that Will
“Wow” Your Customers 30

Transforming “Smelly”
Situations Using the FISH!
Philosophy 52
We Are . . . A Student-
Centered University 30
Customer Service Assessments 3
Customer Service Consulting 3
D Identifying and Preventing
Davis, Negar 28
Day in the Life: Penn State’s Response
to Domestic Violence in the
Workplace, A 66
Dealing with Confrontational
Customers 31
Decision Making 5, 39, 45, 53, 54,
74, 76, 77
Blink: The Power of Thinking
without Thinking 5
Enterprise Risk Management:
Managing Decisions to
Minimize Risk 39
Making the Right Decision
When It Really Counts 54
Nudging Your Way to Better
Decision Making 53
Since Strangling Isn’t an
Option 74
Teamwork Through
Challenges 76
Delegation Boot Camp 38
Demonstrating Leadership in Your
Personal Sphere of Influence 44
Department Heads 47
Leadership Academy 47
Designing and Developing Engaging
High-Impact Presentations 20
Designing and Developing Surveys 63
Desk-job Descriptions 42
Launching the Performance
Management Process by
Defining Expectations,
Part I 42
Developing a Positive Self-Concept 59
Developing the Leader Within You 44
Development Plan 42
Conducting Reviews and
Planning for Performance
Improvements, Part II 42
Difficult Communication 14, 21
Managing Difficult
Communications 14
Using Feedback for Effective
Communication 21
Dining Etiquette 55
Business Etiquette 55
Discerning and Applying
Collaboration at Work 76
Discovering Creativity in Work
Groups 76
Diverse Customers 31
It’s Not So Simple Anymore:
Working with Diverse
Customers 31
Diversity 32, 36, 44, 72, 79
Follow the Leader: Leading a
Diverse Workforce 36
How to Successfully Retain
International Students 72
Ten Clowns Don’t Make
a Circus 44
Valuing Diversity Through
Teamwork 79
Wait There’s More:
Understanding and Valuing
Diversity 2 32
Diversity Education 32, 34, 35, 36
Beyond Sexual Harassment:
Other Types of Harassment
in the Workplace 33
Climate Control: Promoting
Mutual Respect in the
Workplace 35
Exploring the Three R’s: Race,
Reality, and Responsibility 33
Follow the Leader: Leading a
Diverse Workforce 36
Freedom of Speech: Rights and
Duties 34
Gender Identity: What’s It All
About? 33
Global Diversity: Developing
Intercultural Awareness and
Acceptance 34
How to Assist an Employee
Who Might Need an
Accommodation 35
How to Avoid Discrimination
and Harassment Complaints:
Effective Intervention
Techniques 36
In These Shoes: Being a
Minority on a Majority
Campus 34
Navigating Crossroads:
Religion and Culture in the
Workplace 35
Power & Privilege: How We See
It and How We Don’t 34
Racial Identity: Surprise,
We All Have One 34
Retaliation: What Managers
Need to Know about
Retaliation Claims 36
Sexual Harassment: Awareness
and Prevention 33
Sexual Orientation in the
Workplace: Can We Talk
Yet? 33
Understanding and Valuing
Diversity 32
Wait There’s More:
Understanding and Valuing
Diversity 2 32
What Managers Need to Know
to Prevent and Resolve
Sexual Harassment Issues 36
Wisdom of the Ages: Applying
Generational Concepts at
Work 32
Working Toward Cultural
Competency: The Final
Frontier 35
Diversity of Teams 79
Valuing Diversity Through
Teamwork 79
Division Directors 47
Leadership Academy 47
Domestic Violence 66
Day in the Life: Penn State’s
Response to Domestic
Violence in the Workplace,
A 66
Dufour, Cathy 19
Dyke, Robyn 68
Dynamic Conversations for Women
17, 18, 19
Barbara Korner, Training
the Butterflies to Fly in
Formation 18
Cathy Dufour, Managing Up:
Strategies for Success with
Your Boss 19
Coquese Washington, Leading
is FUNdamental: Develop
a Winning Leadership Style
18
Gail Hurley, Leading and
Supervising from the
Heart 19
Luanne E. Thorndyke, The
Art of Graceful Self-
Promotion 17
Madlyn L. Hanes, Perspectives
on Leadership 17
Molly Meijer Wertheimer,
Getting Your Point Across
Effectively 17
Peggy Lorah, Appreciating
Yourself 18
Renata Engel, Leveraging
Opportunities: Committee
Work and Collaborations
as Catalysts for Professional
Growth 19
Dynamic Presentations 16
Dynamics of Group
Communication 75
Art of Listening: A Key to
Communication, The 75
Effective Group Dynamics in
One Day 75
Enhancing Communication to
Strengthen Teamwork 75
E Participants 73
E-asy, E-ffective E-mail 24
Eat That Frog 50
Editorial Style: How it Fits into Your
Communications 25
Effective Group Dynamics in
One Day 75
Effectively Leading Teams 45
Effective Meeting Facilitator, The 78
Eicher, Carol 7
Electronic Files 68
Organize Your Files and
Records the Penn State
Way 68
Eliminating Clutter 48
Ellis, Debra 62
E-mail 24
E-asy, E-ffective E-mail 24
Emergency Preparedness 67
Are You Ready? Emergency
Preparedness 67
Emotional Intelligence: Know Thyself
. . . and Others 52
Employee Benefits 66
Index
Getting the Most for Your
Medical, Dental, and Vision
Dollars 66
Employee Engagement 43
Leadership Lessons Learned in
the Office 43
Employment Law 69, 70
H-1B Training for Hiring
Foreign Nationals 69
I-9 Employment Eligibility
Training 69
Overview of Employment
Issues for International
Students and Scholars 70
Employment Visas: Introduction
to the Different Visa Categories
Sponsored by Penn State 69
Enable Others to Act 41
Encourage the Heart 41
Engel, Renata 19
Enhanced Communication Skills for
IT and Technical Professionals 13
Enhancing Communication to
Strengthen Teamwork 75
Enhancing Productivity: Personal
Strategies 48
Eliminating Clutter 48
Procrastinate . . . NOW! 48
Enhancing Team Effectiveness 45
Enhancing Your Impact: Getting
Results Through Effective
Consulting 65
Enrich Your Team Through Effective
Conflict Management 76
Enterprise Risk Management:
Managing Decisions to Minimize
Risk 39
Esposito, Jackie 68
Essentials of Communicating with
Tact and Finesse, The 12
Ethical Leadership 45
Ethics 45, 73, 79
Considerations in the Conduct
of Research with Human
Ethical Leadership 45
Fraud Awareness and
Prevention 73
High-Performing Teams:
Using Questions to Achieve
Excellence 79
Etiquette 30, 55
Dining Etiquette 55
High Stakes Etiquette 55
Telephone Skills that Will
“Wow” Your Customers 30
Everyday Ethics 52
Excellence in Leadership &
Management 46, 47
Beyond Mastering SuperVision:
Advanced Supervisory
Practices 47
Mastering SuperVision 46
Penn State Leader, The 46
Exceptional Service Begins with
Exceptional People 40
Executive and Leadership Coachin 2
Exploring the Three R’s: Race, Reality,
and Responsibility 33
87
 Index
Exploring Workplace Behaviors Using
the DiSC® Model 78
F Generational Concepts at
Facilitation Services 2
Facilitation Skills for Effective
Leadership 42
Faculty 71
How to Create a Faculty-
Led Embedded Education
Abroad Program 71
How to Forge Productive Inter-
national Collaborations 71
Infusing Global Topics Into the
Classroom Environment 71
Faculty and Staff: Partnering for
Excellence 74
Feedback 14
Managing Difficult
Communications 14
File Management 68
Organize Your Files and
Records the Penn State
Way 68
Financially Fit in the New Decade 61
Financial Planning 60, 61
Financially Fit in the New
Decade 61
Woman’s Money, A Woman’s
Future, A 60
First Amendment 34
Freedom of Speech: Rights and
Duties 34
FISH! Philosophy, The 29
FISH! Sticks: Creating a Departmental
Customer Service Vision 29
Five Habits of Highly Successful
Investors 60
Flanagan, Stephanie 6, 8, 9, 13, 39,
42, 45, 52, 62, 75
Focusing Your Energy to Realize Your
Potential 57
Focus Your Thinking 54
Foley, Erik 56
Follow the Leader: Leading a Diverse
Workforce 36
Fraud 73
Fraud Awareness and
Prevention 73
Freedom of Speech: Rights
and Duties 34
Free Speech 34
Freedom of Speech: Rights and
Duties 34
Frequently Asked Questions 83
Frisque, Dee 45, 54, 57, 63, 64
G Greer, William 73
Gail Hurley, Leading and Supervising
from the Heart 19
Gender Communication 28, 33
Gender Identity: What’s It All
About? 33
Still Talking 9 to 5: Gender
Communication in the
Workplace 28
Gender Identity: What’s It
All About? 33
88
Generating Buy-In 21
Generational Differences 32
Wisdom of the Ages: Applying
Work 32
Generational Differences in Customer
Service 29
Getting Into and Out of Destructive
Conversations 14
Getting Organized! 49
Getting the Most for Your Medical,
Dental, and Vision Dollars 66
Getting Unstuck 5
Getting Your Act Together 49
Getting Organized! 49
Getting Your Act Together:
Convenient One-Day
Format 49
Optimizing Your Time 49
Getting Your Act Together:
Convenient One-Day Format 49
Global Diversity: Developing
Intercultural Awareness and
Acceptance 34
Global Issues 71, 72
How to Forge Productive Inter-
national Collaborations 71
Infusing Global Topics Into the
Classroom Environment 71
UOGP is Here for You! 72
Goal-setting 49, 52, 57
Are You Lucky? 52
Making the Most of Your
Niche: A Strategy for
Growth 57
Optimizing Your Time 49
Going with the Flow of Change 64
Good to Great: Why Some
Companies Make the Leap . . .
And Others Don’t 38
Gouse, Patricia 11, 45, 51, 52, 53,
56, 62, 79
Grammar 24, 26
Basic English Grammar: What’s
your GQ? 26
Basic Writing Skills 24
One Last Look: Proofreading
Techniques 26
Punctuation Mystery Solved: S
is for Semicolon 26
Great Places to Work 37
How the World’s Greatest
Managers Create the Best
Places to Work 37
Green Teams 56
Leading the Green Challenge:
Strategy and Effective Action
to Eliminate Waste and
Improve Quality 56
Group Dynamics 21, 43, 45, 75, 76,
77, 79, 80
Effective Group Dynamics in
One Day 75
Generating Buy-In 21
Leadership at New Levels 43
Leading Through Challenges 43
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80
Personality and Your Leadership
Style 45
Teamwork at New Levels 77
Teamwork Through
Challenges 76
Valuing Diversity Through
Teamwork 79
Group Presentations 16
Dynamic Presentations 16
H Them with Your Work 9
H-1B Training for Hiring Foreign
Nationals 69
Hanes, Madlyn L. 17
Heckel, Mark 23
Henderson, Ben 26, 27
Heresco, Aaron 24
Hernandez, Maria 15
High Impact Change Management 81
High Impact Customer Interactions 81
High-Performing Teams: Using
Questions to Achieve Excellence 79
High Stakes Etiquette 55
Hire Power: Strategies for Hiring Key
Employee Talent 39
Hiring 39
Enterprise Risk Management:
Managing Decisions to
Minimize Risk 39
Hiring Foreign Nationals 69
H-1B Training for Hiring
Foreign Nationals 69
Hoffman, Bennett 5, 6, 12, 13, 15,
21, 23, 24, 38, 50, 53, 65, 75, 76,
77, 78, 79
Holmes, Annie 28, 32, 33, 34, 35,
36, 79
Hostile Behavior 20, 23, 31, 67
Anger Management . . .
The Beginning 20
Art of Verbal Self Defense,
The 23
Dealing with Confrontational
Customers 31
Violence in the Workplace:
Assessment and Responses 67
Hostility in the Workplace 62
How the World’s Greatest Managers
Create the Best Places to Work 37
How to Assist an Employee Who
Might Need an Accommodation 35
How to Avoid Discrimination and
Harassment Complaints: Effective
Intervention Techniques 36
How to Become an Effective Online
Learner 10
How to Create a Faculty-Led
Embedded Education Abroad
Program 71
How to Forge Productive International
Collaborations 71
How to Host an International
Scholar 71
How to Successfully Retain
International Students 72
HRDC Lending Services 3
Human Factors in Project
Management: Concepts, Tools, and
Techniques for Inspiring Teamwork
and Motivation 79
Human Subjects for Research 73
Considerations in the Conduct
of Research with Human
Participants 73
Hurley, Gail 19
I
I-9 Employment Eligibility Training 69
Identify Your Strengths and Align
Identity Theft 67
Information Privacy and
Security 67
If Harry Potter Ran Penn State 44
Influence 6, 23, 53
Advanced Negotiation Skills 23
Crucial Conversations: Tools
for Talking When Stakes
are High 6
Nudging Your Way to Better
Decision Making 53
Persuasion and Influence 23
Information Privacy and Security 67
Infusing Global Topics Into the
Classroom Environment 71
Innovation 40
Introduction to the Creative
Problem Solving Model 40
Inspire a Shared Vision 41
Interest-Based Negotiation 21
International Issues 70, 71, 72
How to Create a Faculty-
Led Embedded Education
Abroad Program 71
How to Forge Productive Inter-
national Collaborations 71
International Student and
Scholar Panel 72
O-1 and TN: The “O”ther Visa
Options 70
Overview of Employment
Issues for International
Students and Scholars 70
UOGP is Here for You! 72
International Student and Scholar
Panel 72
Interpersonal Effectiveness 6, 14, 15,
20, 22, 43, 76, 77, 80, 81
Building Bridges to Achieve
Results 15
Conflict Resolution . . . I Never
Met a Conflict I Couldn’t
Manage! 22
Crucial Confrontations:
Tools for Resolving
Broken Promises, Violated
Expectations, and Bad
Behavior 6
Crucial Conversations: Tools
for Talking When Stakes
are High 6
Getting Into and Out of
Destructive Conversations 14
High Impact Change
Management 81

Leadership at New Levels 43
Leadership Lessons Learned in
the Office 43
Leading Through Challenges 43
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80
Moving from Frustration to
Resolution 20
Teamwork at New Levels 77
Teamwork Through
Challenges 76
Using Communication as
a Tool to Reach Your
Potential 14
What Got You Here Won’t Get
You There 11
Interviewing Skills for Job
Applicants 8
In These Shoes: Being a Minority on a
Majority Campus 34
Introduction to the Creative Problem
Solving Model 40
Investment Strategy 60
Five Habits of Highly
Successful Investors 60
It’s Not So Simple Anymore: Working
with Diverse Customers 31
It Takes Two: Working Effectively
with Your Boss 62
J Influence 44
Juggling the Dynamics of Change 64
J Visa Training for Hiring Foreign
Nationals 72
K Enterprise Risk Management:
Keeping Your Head Above Water
While Doing More With Less 49
Kennedy, Dan 63
Key Strategies for Advancing
Your Career 9
Networking to Enhance
Your Career 9
Re-energize by Expanding
Options in Your Current
Position 9
Key Strategies for Success: The Magic
of Mentoring and Productive
Failure 57
Knarr, Tom 25
Korner, Barbara 18
L Places to Work 37
Langsdale, Gary 39
Last Lecture, The 5
Last Week I Was Your Co-worker,
Today I’m Your Supervisor 37
Launching the Performance
Management Process by Defining
Expectations, Part I 42
Laws of Teamwork, The 76
Leadership 36, 41, 43, 44, 45, 46,
47, 51, 53, 56
Born to Dream 51
Climbing Your Ladder to
Success! 53
Demonstrating Leadership
in Your Personal Sphere of
Influence 44
Developing the Leader Within
You 44
Ethical Leadership 45
Follow the Leader: Leading a
Diverse Workforce 36
If Harry Potter Ran Penn
State 44
Leading the Green Challenge:
Strategy and Effective Action
to Eliminate Waste and
Improve Quality 56
Leading Through
Challenges 43
Management Institute 47
Meeting the Leadership
Challenge 41
Penn State Leader, The 46
Personality and Your Leadership
Style 45
Leadership Academy 47
Leadership and Management 37, 38,
39, 40, 41, 42, 43, 44, 45, 46, 47
Beyond the Carrot and the
Stick: How to Effectively
Motivate Your Team 38
Coaching Others with Courage
and Patience 40
Delegation Boot Camp 38
Demonstrating Leadership
in Your Personal Sphere of
Developing the Leader Within
You 44
Effectively Leading Teams 45
Enhancing Team
Effectiveness 45
Managing Decisions to
Minimize Risk 39
Ethical Leadership 45
Excellence in Leadership &
Management 46, 47
Exceptional Service Begins with
Exceptional People 40
Facilitation Skills for Effective
Leadership 42
Good to Great: Why Some
Companies Make the Leap
. . . And Others Don’t 38
Hire Power: Strategies for
Hiring Key Employee
Talent 39
How the World’s Greatest
Managers Create the Best
If Harry Potter Ran
Penn State 44
Introduction to the Creative
Problem Solving Model 40
Last Week I Was Your
Co-worker, Today I’m Your
Supervisor 37
Leadership at New Levels 43
Leadership Lessons Learned in
the Office 43
Leading Through Challenges 43
Managing Tasks and Processes
Strategically 40
Managing the Hard Stuff 43
Meeting the Leadership
Challenge 41
Performance Management: Staff
Review and Development at
Penn State 42
Personality and Your Leadership
Style 45
Psst - Mentoring Matters!
Pass it on! 45
Supervising for Success 38
Supervising Students and
Part-Time Staff 37
Supervisor’s Role in a New
Employee’s “Onboarding
Experience”, The 39
Survival Skills for New
Supervisors 37
Ten Clowns Don’t Make a
Circus 44
Leadership at New Levels 43
Leadership Lessons Learned in
the Office 43
Leader’s Legacy, A 5
Leading the Green Challenge: Strategy
and Effective Action to Eliminate
Waste and Improve Quality 56
Leading Through Challenges 43
Lehrman, Ken 34, 36
Lessons of Change, The 63
Let’s Get to “Yes”: Negotiating to
Agreement 7
Listening 12, 21, 22, 23
Art of Verbal Self Defense,
The 23
Conflict Resolution Skills 22
Essentials of Communicating
with Tact and Finesse, The 12
Interest-Based Negotiation 21
Lorah, Peggy 18
Luanne E. Thorndyke, The Art of
Graceful Self-Promotion 17
M MBTI® 81
Madlyn L. Hanes, Perspectives
on Leadership 17
Making Decisions 54
Making the Right Decision
When It Really Counts 54
Making the Most of Your Memory 54
Memory—Making It Stick 54
Memory Tips, Tricks, and
Techniques 54
Making the Most of Your Niche:
A Strategy for Growth 57
Making the Right Decision When
It Really Counts 54
Making Your Dream Become Your
Reality 51
Management 24, 37, 41, 43
How the World’s Greatest
Managers Create the Best
Places to Work 37
Managing the Hard Stuff 43
Meeting the Leadership
Challenge 41
Preparing Effective Meeting
Summaries 24
Management Institute 47
Index
Managing Anger Before It
Manages You 20
Anger Management . . .
The Beginning 20
Moving from Frustration to
Resolution 20
Managing Difficult
Communications 14
Getting Into and Out of
Destructive Conversations 14
Managing Difficult
Communications 14
Using Communication as a
Tool to Reach Your
Potential 14
Managing Tasks and Processes
Strategically 40
Managing the Hard Stuff 43
Mastering SuperVision 46
Mastering the Power of the MBTI®
For Creating Effective Workplace
Interactions 80, 81
Challenge of Building Alliances
Using Personal Energies,
The 80
High Impact Change
Management 81
Oh, So That’s What You
Meant! Interpreting
Communication with
MBTI® 81
Unlocking Opportunities by
Embracing Differences 80
Mateer-Ross, Rhonda 13, 14, 20, 21,
37, 52
Mathieu, Jodi 73
MBTI® 45, 80, 81
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80
Oh, So That’s What You
Meant! Interpreting
Communication with
Personality and Your Leadership
Style 45
MBTI® (Myers-Briggs Type Indicator)
Services 2
Meeting 24
Preparing Effective Meeting
Summaries 24
Meeting Minutes 24
Preparing Effective Meeting
Summaries 24
Meetings 62, 78
Coordinating Special Events
Like a Pro 62
Effective Meeting Facilitator,
The 78
Meeting the Leadership Challenge 41
Challenge the Process 41
Enable Others to Act 41
Encourage the Heart 41
Inspire a Shared Vision 41
Model the Way 41
Meijer Wertheimer, Molly 17
Memory—Making It Stick 54
Memory Tips, Tricks, and
Techniques 54
Mental Illness 43
89
 Index
Managing the Hard Stuff 43
Mentoring 45
Psst - Mentoring Matters!
Pass it on! 45
Message from the President, b
Micromessages: Read Between
the Lines 7
Miller, Laura 66
Miller, Tammy 12, 16, 44, 50, 54, 58
Millmore, Bonnie 22, 28
Mindfulness for Everyday Stress 50
Minority 34
In These Shoes: Being a
Minority on a Majority
Campus 34
Racial Identity: Surprise, We
All Have One 34
Model the Way 41
Molly Meijer Wertheimer, Getting
Your Point Across Effectively 17
Molnar, Beverly 25
Money, Money, Money: Where Does
It All Go? 60
Montag, Monica 50, 51
Morrow, Sarah 67
Motivation 38
Beyond the Carrot and the
Stick: How to Effectively
Motivate Your Team 38
Moving from Frustration to
Resolution 20
Multicultural Organiztion 32, 34
Understanding and Valuing
Diversity 32
Multi-Session Program 42
Performance Management: Staff
Review and Development at
Penn State 42
Musser, Jill 66
Myers Briggs Type Indicator 45, 80
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80
Personality and Your Leadership
Style 45
N Scholar 71
Navigating Crossroads: Religion and
Culture in the Workplace 35
Navigating the Maze of Workplace
Politics 13
Negative Thinking 14, 52, 54, 58
Cultivating the Attitude
of Success 58
Focus Your Thinking 54
Managing Difficult
Communications 14
Transforming “Smelly”
Situations Using the FISH!
Philosophy 52
Negotiation 7
Let’s Get to “Yes”: Negotiating
to Agreement 7
Networking 9, 15, 34, 55
Baby Boomers: Pre-Retirement
Options and
Opportunities 10
90
Building Bridges to Achieve
Results 15
Dining Etiquette 55
In These Shoes: Being a
Minority on a Majority
Campus 34
Networking to Enhance Your
Career 9
Networking to Enhance Your
Career 9
New Employee Orientation 65
New HRDC Program Series 15
Conversational Languages 15
New Programs for This Year a
And When You Fall 53
Are You Lucky? 52
Barbara Korner, Training
the Butterflies to Fly in
Formation 18
Beyond the Carrot and the
Stick: How to Effectively
Motivate Your Team 38
Building Bridges to Achieve
Results 15
Cathy Dufour, Managing Up:
Strategies for Success with
Your Boss 19
Conversational Arabic 15
Coquese Washington, Leading
is FUNdamental: Develop
a Winning Leadership
Style 18
Eat That Frog 50
Emotional Intelligence: Know
Thyself . . . and Others 52
Financially Fit in the New
Decade 61
Gail Hurley, Leading and
Supervising from the
Heart 19
Getting the Most for Your
Medical, Dental, and Vision
Dollars 66
How to Create a Faculty-
Led Embedded Education
Abroad Program 71
How to Forge Productive Inter-
national Collaborations 71
How to Host an International
How to Successfully Retain
International Students 72
Infusing Global Topics Into the
Classroom Environment 71
Leadership Lessons Learned in
the Office 43
Leading the Green Challenge:
Strategy and Effective Action
to Eliminate Waste and
Improve Quality 56
Let’s Get to “Yes”: Negotiating
to Agreement 7
Luanne E. Thorndyke, The
Art of Graceful Self-
Promotion 17
Madlyn L. Hanes, Perspectives
on Leadership 17
Micromessages: Read Between
the Lines 7
Molly Meijer Wertheimer,
Getting Your Point Across
Effectively 17
Nudging Your Way to Better
Decision Making 53
Oh, So That’s What You
Meant! Interpreting
Communication with
MBTI® 81
Peggy Lorah, Appreciating
Yourself 18
Power & Privilege: How
We See It and How We
Don’t 34
Renata Engel, Leveraging
Opportunities: Committee
Work and Collaborations
as Catalysts for Professional
Growth 19
Seinfeld Factor, The 77
Shipwrecked! 59
Since Strangling Isn’t
an Option 74
Ten Clowns Don’t Make
a Circus 44
Wait There’s More:
Understanding and Valuing
Diversity 2 32
What Got You Here Won’t
Get You There 11
Newsletters 25
Writing, Editing, and
Managing Newsletters 25
New Staff: Make the Most of Your
First Penn State Performance
Review 67
Non-verbal Communication 7, 21,
28, 59
Communicating Across
Cultures 28
Micromessages: Read Between
the Lines 7
Presenting a Professional
Image 59
Using Feedback for Effective
Communication 21
Non-Verbal Communication:
Speaking Volumes Without Saying
a Word 13
Nudging Your Way to Better Decision
Making 53
O Performance 51
O-1 and TN: The “O”ther Visa
Options 70
Oh, So That’s What You Meant!
Interpreting Communication with
MBTI® 81
Onboarding 39
The Supervisor’s Role in a New
Employee’s “Onboarding
Experience” 39
One Last Look: Proofreading
Techniques 26
Online Social Networking 23
Wikis, Blogs, and Online Social
Networking 23
Optimism 51, 52, 58
Creating Optimism in the
Workplace: Looking on the
Bright Side of Work 51
Cultivating the Attitude
of Success 58
Transforming “Smelly”
Situations Using the FISH!
Philosophy 52
Optimizing Your Time 49
Organize Your Files and Records the
Penn State Way 68
Organize Your Office 48, 49
Enhancing Productivity:
Personal Strategies 48
Getting Organized! 49
Optimizing Your Time 49
Organizing Style 49
Getting Organized! 49
Getting Your Act Together:
Convenient One-Day
Format 49
Orientation 65
New Employee Orientation 65
Overview of Employment Issues for
International Students and
Scholars 70
Overview of Project Management 65
P
Part-Time Staff 37
Supervising Students and
Part-Time Staff 37
Pausch, Randy 5
Last Lecture, The 5
Peggy Lorah, Appreciating Yourself 18
Penn State Leader, The 46
Perceptions 22, 32, 33, 34, 53
Conflict Resolution Skills 22
Exploring the Three R’s: Race,
Reality, and Responsibility 33
Nudging Your Way to Better
Decision Making 53
Power & Privilege: How
We See It and How We
Don’t 34
Racial Identity: Surprise,
We All Have One 34
Wait There’s More:
Understanding and Valuing
Diversity 2 32
Perceptions, Patterns, and Conflict 28
Creating Optimism in the
Workplace: Looking on the
Bright Side of Work 51
Performance Improvement 38, 44,
50, 51, 67, 79
Creating Optimism in the
Workplace: Looking on the
Bright Side of Work 51
Eat That Frog 50
High-Performing Teams:
Using Questions to Achieve
Excellence 79
New Staff: Make the Most
of Your First Penn State
Performance Review 67
Supervising for Success 38
Ten Clowns Don’t Make
a Circus 44
Performance Management: Staff
Review and Development at
Penn State 42

Conducting Reviews and
Planning for Performance
Improvements, Part II 42
Launching the Performance
Management Process by
Defining Expectations,
Part I 42
Performance Reviews 42, 67, 68
Conducting Reviews and
Planning for Performance
Improvements, Part II 42
Current Staff: Take an
Energized Approach with
Your Annual Performance
Review 68
New Staff: Make the Most
of Your First Penn State
Performance Review 67
Performance Standards 42
Launching the Performance
Management Process by
Defining Expectations,
Part I 42
Personal Branding: How Does That
Help My Career? 8
Personal Development: One-Day
Format 59
Personal Effectiveness 5, 48, 49, 50,
51, 52, 53, 54, 55, 56, 57, 58, 59,
60, 61
Aligning Your Values and Your
Time 56
And When You Fall 53
Are You Lucky? 52
Bit Literacy: Productivity in
the Age of Information and
E-mail Overload 50
Born to Dream 51
Business Etiquette 55
Calm Effectiveness: Excelling
During Challenging
Times 48
Cents-able Young Adults 60
Climbing Your Ladder to
Success! 53
Creating Optimism in the
Workplace: Looking on the
Bright Side of Work 51
Creativity for Each Day 59
Creativity Power 58
Developing a Positive
Self-Concept 59
Dining Etiquette 55
Eat That Frog 50
Emotional Intelligence: Know
Thyself . . . and Others 52
Enhancing Productivity:
Personal Strategies 48
Everyday Ethics 52
Financially Fit in the
New Decade 61
Five Habits of Highly
Successful Investors 60
Focus Your Thinking 54
Getting Unstuck 5
Getting Your Act Together 49
High Stakes Etiquette 55
Keeping Your Head Above
Water While Doing More
With Less 49
Last Lecture, The 5
Leading the Green Challenge:
Strategy and Effective Action
to Eliminate Waste and
Improve Quality 56
Making the Most of Your
Memory 54
Making the Right Decision
When It Really Counts 54
Making Your Dream Become
Your Reality 51
Money, Money, Money: Where
Does It All Go? 60
Nudging Your Way to Better
Decision Making 53
Personal Development:
One-Day Format 59
Personal Goal Setting and
Achievement 59
Power of One: Applying Your
Integrity and Values to Bring
Out More of the Best in
Yourself and Others, The 56
Presenting a Professional
Image 59
Protect Your Name and
Identity: Will the Real YOU
Stand Up? 61
Realizing Your Potential 57, 58
Recharging Your Energy in the
Workplace and Beyond 50
Seven Habits of Highly
Effective People, The 51
Shipwrecked! 59
Speed Reading Power 58
Staying Energized on the Job
and Beyond 51
Successful Life Balance
Strategies 53
Tax-Smart Ways to Save
and Invest 60
Thinking Power 58
Transforming “Smelly”
Situations Using the FISH!
Philosophy 52
Transitions: Why You
Don’t Ride Your Tricycle
Anymore 53
We are—Penn State! 56
What Smart Investors are
Doing Right Now 61
What’s Your Loan IQ? 61
Who’s Accountable? Oh,
That Would Be Me! 48
Woman’s Money, A Woman’s
Future, A 60
Personal Goal Setting and
Achievement 59
Personality and Your Leadership
Style 45
Personality Styles 45, 75, 81
Enhancing Communication to
Strengthen Teamwork 75
Oh, So That’s What You
Meant! Interpreting
Communication with
MBTI® 81
Personality and Your Leadership
Style 45
Personalizing Green 66
Personal Safety in Today’s Times 67
Personal Sphere of Influence 44
Demonstrating Leadership
in Your Personal Sphere of
Influence 44
Persuasion 6, 23
Advanced Negotiation
Skills 23
Crucial Conversations: Tools
for Talking When Stakes are
High 6
Persuasion and Influence 23
Persuasive Writing 27
Communicating Your Message:
Writing for Clarity and
Impact 27
Connecting to Your Audience:
Persuasive Business
Writing 27
Phone Etiquette 30
Telephone Skills that Will
“Wow” Your Customers 30
Pirate’s Code, The 78
Planning 12, 44, 51, 53
Climbing Your Ladder to
Success! 53
Making Your Dream Become
Your Reality 51
Planning for Success 12
Ten Clowns Don’t Make a
Circus 44
Planning for Success 12
Planning Support for Retreats
and Meetings 3
Pollack, Lenny 37, 42, 64, 74
Positive Thinking 51, 53, 59
And When You Fall 53
Developing a Positive
Self-Concept 59
Staying Energized on the Job
and Beyond 51
Power 34
Power & Privilege: How
We See It and How We
Don’t 34
Powerful Tools for the Written
Message 24
E-asy, E-ffective E-mail 24
Preparing Effective Meeting
Summaries 24
Power of One: Applying Your Integrity
and Values to Bring Out More of
the Best in Yourself and Others,
The 56
Power & Privilege: How We See It
and How We Don’t 34
Preparing Effective Meeting
Summaries 24
Presentations 16
Art of Tooting Your Own Horn
Without Blowing It, The 16
Dynamic Presentations 16
Presenting a Professional Image 59
Prioritizing 48, 49
Getting Your Act Together:
Convenient One-Day
Format 49
Optimizing Your Time 49
Procrastinate . . . NOW! 48
Privacy 67
Information Privacy and
Security 67
Index
Problem Solving 5, 6, 43, 44, 45, 49,
54, 58, 59, 76, 77, 78, 79
Crucial Confrontations:
Tools for Resolving
Broken Promises, Violated
Expectations, and Bad
Behavior 6
Cultivating the Attitude
of Success 58
Developing the Leader Within
You 44
Enrich Your Team Through
Effective Conflict
Management 76
Exploring Workplace Behaviors
Using the DiSC® Model 78
Getting Unstuck 5
Keeping Your Head Above
Water While Doing More
With Less 49
Leadership at New Levels 43
Leading Through Challenges 43
Making the Right Decision
When It Really Counts 54
Seinfeld Factor, The 77
Shipwrecked! 59
Teamwork at New Levels 77
Teamwork Through
Challenges 76
Procrastinate . . . NOW! 48
Procrastination 48, 49, 50
Eat That Frog 50
Optimizing Your Time 49
Procrastinate . . . NOW! 48
Productivity 38, 50, 57, 77
Beyond the Carrot and the
Stick: How to Effectively
Motivate Your Team 38
Bit Literacy: Productivity in
the Age of Information and
E-mail Overload 50
Key Strategies for Success: The
Magic of Mentoring and
Productive Failure 57
Seinfeld Factor, The 77
Professional Development
Planning Services 2
Professional Growth 62, 63, 64, 65,
66, 67, 68, 69, 70, 71, 72, 73
ACIREMA 70
Acquiring University Approval
for Using Animal Subjects in
Research 73
Alien Employment
Certification 72
Animals On Your Team 63
Are You Ready? Emergency
Preparedness 67
Change and the Workplace 64
Considerations in the Conduct
of Research with Human
Participants 73
Coordinating Special Events
Like a Pro 62
Current Staff: Take an
Energized Approach with
Your Annual Performance
Review 68
Day in the Life: Penn State’s
Response to Domestic
Violence in the Workplace,
A 66
91
 Index
Designing and Developing
Surveys 63
Employment Visas:
Introduction to the Different
Visa Categories Sponsored
by Penn State 69
Enhancing Your Impact:
Getting Results Through
Effective Consulting 65
Fraud Awareness and
Prevention 73
Getting the Most for Your
Medical, Dental, and Vision
Dollars 66
H-1B Training for Hiring
Foreign Nationals 69
Hostility in the Workplace 62
How to Create a Faculty-
Led Embedded Education
Abroad Program 71
How to Forge Productive Inter-
national Collaborations 71
How to Host an International
Scholar 71
How to Successfully Retain
International Students 72
I-9 Employment Eligibility
Training 69
Information Privacy and
Security 67
Infusing Global Topics Into the
Classroom Environment 71
International Student and
Scholar Panel 72
It Takes Two: Working
Effectively with Your
Boss 62
J Visa Training for Hiring
Foreign Nationals 72
Lessons of Change, The 63
New Employee Orientation 65
New Staff: Make the Most
of Your First Penn State
Performance Review 67
O-1 and TN: The “O”ther
Visa Options 70
Organize Your Files and
Records the Penn State
Way 68
Overview of Employment
Issues for International
Students and Scholars 70
Overview of Project
Management 65
Personalizing Green 66
Personal Safety in Today’s
Times 67
Safety and Security for Office
Personnel 66
Staff Vacancy Announcement
Procedures 68
Tips for Training
Co-workers 62
Understanding Supplier
Diversity Related to
Purchasing Decisions 73
Violence in the Workplace:
Assessment and
Responses 67
What You Need to Know
When Working with
International Students 70
Who Moved My Cheese 63
92
Professional Image 55, 59
Business Etiquette 55
Presenting a Professional
Image 59
Program Series Available
This Year 3, 4
Achieving Results through
Effective Communication 13
Art and Science of Teamwork,
The 76
Art of Understanding:
Intercultural
Communication, The 28
Befriending Commas,
Semi-Colons, and Other
Grammatical Guidelines 26
Change and the Workplace 64
Conflict Resolution . . . I Never
Met a Conflict I Couldn’t
Manage! 22
Dynamic Conversations for
Women 17, 18
Dynamics of Group
Communication 75
Enhancing Productivity:
Personal Strategies 48
Getting Your Act Together 49
Key Strategies for Advancing
Your Career 9
Making the Most of Your
Memory 54
Managing Anger Before It
Manages You 20
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80, 81
Meeting the Leadership
Challenge 41
Performance Management: Staff
Review and Development at
Penn State 42
Powerful Tools for the
Written Message 24
Realizing Your Potential 57
Writing with Confidence and
Clarity 27
Project Management 79
Human Factors in Project
Management: Concepts,
Tools, and Techniques for
Inspiring Teamwork and
Motivation 79
Proofreading 26
Protect Your Name and Identity: Will
the Real YOU Stand Up? 61
Psst - Mentoring Matters!
Pass it on! 45
Punctuation 24
Basic Writing Skills 24
Punctuation Mystery Solved: S is for
Semicolon 26
Pursuing Your Career with Passion! 11
Put the Moose on the Table 7
Q Taking the “Go” Out of
Quality Service 31
Creating Positive Customer
Service Interactions: Making
the Right Decision 31
Questionnaires 63
Designing and Developing
Surveys 63
R Enterprise Risk Management:
Racial Identity: Surprise, We All
Have One 34
Racism 33
Randy Pausch 5
Last Lecture, The 5
Realizing Your Potential 57, 58
Cultivating the Attitude of
Success 58
Focusing Your Energy to
Realize Your Potential 57
Key Strategies for Success: The
Magic of Mentoring and
Productive Failure 57
Making the Most of Your
Niche: A Strategy for
Growth 57
Reasonable Accommodation 35
How to Assist an Employee
Who Might Need an
Accommodation 35
Recharging Your Energy in the
Workplace and Beyond 50
Mindfulness for Everyday
Stress 50
Stress Management: The
Nutrition Connection 50
Recognition 38
Beyond the Carrot and the
Stick: How to Effectively
Motivate Your Team 38
Re-energize by Expanding Options in
Your Current Position 9
Relaxation Techniques 50, 51
Mindfulness for Everyday
Stress 50
Recharging Your Energy in the
Workplace and Beyond 50
Staying Energized on the Job
and Beyond 51
Religion 35
Navigating Crossroads:
Religion and Culture in the
Workplace 35
Renata Engel, Leveraging
Opportunities: Committee Work
and Collaborations as Catalysts for
Professional Growth 19
Requests for Training Programs 2
Research 73
Acquiring University Approval
for Using Animal Subjects in
Research 73
Respect 21, 28, 35
Climate Control: Promoting
Mutual Respect in the
Workplace 35
Navigating Crossroads:
Religion and Culture in the
Workplace 35
Perceptions, Patterns, and
Conflict 28
Gossip 21
Resume Preparation 8, 10
Baby Boomers: Pre-Retirement
Options and
Opportunities 10
Retaliation: What Managers Need to
Know about Retaliation Claims 36
Risk Management 39
Managing Decisions to
Minimize Risk 39
Risk Taking 57, 59
Key Strategies for Success: The
Magic of Mentoring and
Productive Failure 57
Presenting a Professional
Image 59
Ritter, Shannon 10
Ritzman, Bill 35
Rogers, Angela 7, 24, 25, 26, 39, 53
Rousselin, Brynn 13, 20, 21, 29, 30,
31, 43, 45, 59, 74, 75, 76, 77, 78,
79, 80, 81
Rutan, Susan 43
S
Safety 66, 67
Are You Ready? Emergency
Preparedness 67
Day in the Life: Penn State’s
Response to Domestic
Violence in the Workplace,
A 66
Personal Safety in Today’s
Times 67
Violence in the Workplace:
Assessment and
Responses 67
Safety and Security for Office
Personnel 66
Security 66, 67, 69
Information Privacy and
Security 67
Safety and Security for Office
Personnel 66
Violence in the Workplace:
Assessment and
Responses 67
Seinfeld Factor, The 77
Self-Concept 59
Developing a Positive
Self-Concept 59
Self-confidence 6, 16, 53, 59
Art of Tooting Your Own Horn
Without Blowing It, The 16
Climbing Your Ladder to
Success! 53
Confidence 6
Presenting a Professional
Image 59
Self-esteem 59
Developing a Positive
Self-Concept 59
Self-management 16, 20, 48, 49, 51,
53, 57
Anger Management . . .
The Beginning 20
Art of Tooting Your Own Horn
Without Blowing It, The 16
Born to Dream 51
Enhancing Productivity:
Personal Strategies 48
Getting Your Act Together 49

Keeping Your Head Above
Water While Doing More
With Less 49
Realizing Your Potential 57
Transitions: Why You Don’t
Ride Your Tricycle
Anymore 53
Service on the Front Line 30
Service Oriented Office Professional,
The 29
Services for Improving Individual,
Group, and Organizational
Performance 2
360-Degree Feedback 2
Change Management
Services 3
Customer Service
Assessments 3
Customer Service Consulting 3
Executive and Leadership
Coachin 2
Facilitation Services 2
HRDC Lending Services 3
MBTI® (Myers-Briggs Type
Indicator) Services 2
Planning Support for Retreats
and Meetings 3
Professional Development
Planning Services 2
Requests for Training
Programs 2
Team Building Services 2
Seven Habits of Highly Effective
People, The 51
Sexual Harassment 33, 36
Beyond Sexual Harassment:
Identifying and Preventing
Other Types of Harassment
in the Workplace 33
What Managers Need to Know
to Prevent and Resolve
Sexual Harassment Issues 36
Sexual Harassment: Awareness and
Prevention 33
Sexual Orientation in the Workplace:
Can We Talk Yet? 33
Sheninger, April 64
Shipwrecked! 59
Shope, Patricia 5, 7, 30, 38, 40, 41,
44, 59, 62, 63, 77
Since Strangling Isn’t an Option 74
Snyder, Kimberly 37
Social Networking 23
Wikis, Blogs, and Online Social
Networking 23
Solve Problems 76, 77
Enrich Your Team Through
Effective Conflict
Management 76
Spanish 15
Conversational Spanish 15
Speed Reading Power 58
Spelling 26
One Last Look: Proofreading
Techniques 26
Staff Review 42
Conducting Reviews and
Planning for Performance
Improvements, Part II 42
Staff Vacancy Announcement
Procedures 68
Staying Energized on the Job
and Beyond 51
Stereotyping 32, 33, 34, 79
Exploring the Three R’s:
Race, Reality, and
Responsibility 33
Global Diversity: Developing
Intercultural Awareness and
Acceptance 34
Understanding and Valuing
Diversity 32
Valuing Diversity Through
Teamwork 79
Steven Covey 51
Seven Habits of Highly
Effective People, The 51
Still Talking 9 to 5: Gender
Communication in the
Workplace 28
Storytelling: How to Lead and Inspire
Using Stories 16
Strategic Leadership 47
Leadership Academy 47
Management Institute 47
Stress Management 49, 50
Keeping Your Head Above
Water While Doing More
With Less 49
Mindfulness for Everyday
Stress 50
Recharging Your Energy in the
Workplace and Beyond 50
Stress Management: The Nutrition
Connection 50
Student-Centered University 30
We Are . . . A Student-
Centered University 30
Student Staff 37
Supervising Students and
Part-Time Staff 37
Successful Life Balance Strategies 53
Supervising for Success 38
Supervising Students and Part-Time
Staff 37
Supervision 37, 38, 47
Beyond Mastering SuperVision:
Advanced Supervisory
Practices 47
Last Week I Was Your
Co-worker, Today I’m Your
Supervisor 37
Supervising for Success 38
Supervision Skills 36
Retaliation: What Managers
Need to Know about
Retaliation Claims 36
Supervisors 46
Mastering SuperVision 46
Supervisor’s Role in a New Employee’s
“Onboarding Experience”, The 39
Supportive Communication 14, 21
Managing Difficult
Communications 14
Using Feedback for Effective
Communication 21
Survival Skills for New Supervisors 37
T Tips for Training Co-workers 62
Taking the “Go” Out of Gossip 21
Talking on Your Feet 16
Tax Laws 60
Tax-Smart Ways to Save and
Invest 60
Tax-Smart Ways to Save and
Invest 60
Team Building Services 2
Teams and Teamwork 74, 75, 76, 77,
78, 79, 80, 81
Art and Science of Teamwork,
The 76
Building a Work Team 74
Building Real Relationships at
Work that Work 79
Dynamics of Group
Communication 75
Effective Meeting Facilitator,
The 78
Enrich Your Team Through
Effective Conflict
Management 76
Exploring Workplace Behaviors
Using the DiSC® Model 78
Faculty and Staff: Partnering
for Excellence 74
High-Performing Teams:
Using Questions to Achieve
Excellence 79
Human Factors in Project
Management: Concepts,
Tools, and Techniques for
Inspiring Teamwork and
Motivation 79
Mastering the Power of the
MBTI® For Creating
Effective Workplace
Interactions 80, 81
Pirate’s Code, The 78
Seinfeld Factor, The 77
Since Strangling Isn’t an
Option 74
Teamwork at New Levels 77
Teamwork Through
Challenges 76
Valuing Diversity Through
Teamwork 79
Whale Done! The Power of
Positive Relationships 77
Teamwork 45, 62, 74, 75, 76, 77,
78, 79
Art and Science of Teamwork,
The 76
Building a Work Team 74
Building Real Relationships at
Work that Work 79
Enhancing Communication to
Strengthen Teamwork 75
Enhancing Team
Effectiveness 45
Faculty and Staff: Partnering
for Excellence 74
Human Factors in Project
Management: Concepts,
Tools, and Techniques for
Inspiring Teamwork and
Motivation 79
Laws of Teamwork, The 76
Pirate’s Code, The 78
Seinfeld Factor, The 77
Index
Valuing Diversity Through
Teamwork 79
Teamwork at New Levels 77
Teamwork Through Challenges 76
Technical Writing: How to Write It So
They’ll Read It 25
Telephone Skills 29
Service Oriented Office
Professional, The 29
Telephone Skills that Will “Wow”
Your Customers 30
Ten Clowns Don’t Make a Circus 44
Thinking 47, 54
Focus Your Thinking 54
Management Institute 47
Thinking Critically 54
Making the Right Decision
When It Really Counts 54
Thinking Power 58
Thorndyke, Luanne E. 17
Time Management 48, 49, 56
Aligning Your Values and Your
Time 56
Enhancing Productivity:
Personal Strategies 48
Getting Your Act Together:
Convenient One-Day
Format 49
Optimizing Your Time 49
Tips for Training Co-workers 62
Transforming “Smelly” Situations
Using the FISH! Philosophy 52
Transitions: Why You Don’t Ride Your
Tricycle Anymore 53
U
Understanding and Valuing
Diversity 32
Understanding Conflict 22
Understanding Supplier Diversity
Related to Purchasing Decisions 73
Unlocking Opportunities by
Embracing Differences 80
Using Communication as a Tool to
Reach Your Potential 14
Using Feedback for Effective
Communication 21
V
Values 20, 22, 46, 53, 56, 57, 59
Aligning Your Values and
Your Time 56
And When You Fall 53
Anger Management . . .
The Beginning 20
Focusing Your Energy to
Realize Your Potential 57
Penn State Leader, The 46
Personal Goal Setting and
Achievement 59
Understanding Conflict 22
Valuing Diversity Through
Teamwork 79
Verbal Judo: Communicating in
Challenging Situations 12
Violence in the Workplace:
Assessment and Responses 67
93
 Index
Visas 69, 70, 72
Employment Visas:
Introduction to the Different
Visa Categories Sponsored
by Penn State 69
H-1B Training for Hiring
Foreign Nationals 69
International Student and
Scholar Panel 72
O-1 and TN: The “O”ther
Visa Options 70
Overview of Employment
Issues for International
Students and Scholars 70
Voice Mail Etiquette 30
Telephone Skills that Will
“Wow” Your Customers 30
W Who Moved My Cheese 63
Wait There’s More: Understanding
and Valuing Diversity 2 32
Washington, Coquese 18
We Are . . . A Student-Centered
University 30
We are—Penn State! 56
Well-being 49, 50, 51, 53
Keeping Your Head Above
Water While Doing More
With Less 49
Recharging Your Energy in the
Workplace and Beyond 50
Staying Energized on the Job
and Beyond 51
Communicating
is our business . service is our specialty.
94
Successful Life Balance Successful Life Balance Work Style 45, 80
Strategies 53 Strategies 53 Mastering the Power of the
Whale Done! The Power of Positive Workplace Climate 35 MBTI® For Creating
Relationships 77 Climate Control: Promoting Effective Workplace
What Got You Here Won’t Get Mutual Respect in the Interactions 80
You There 11 Workplace 35 Personality and Your Leadership
What Managers Need to Know Work Relationships 15, 21, 45, 59, Style 45
to Prevent and Resolve Sexual 62, 64, 74, 75, 77, 78, 79, 80 Unlocking Opportunities by
Harassment Issues 36 Art of Collegiality, The 21 Embracing Differences 80
What Smart Investors are Doing Building a Work Team 74 Writing, Editing, and Managing
Right Now 61 Newsletters 25
Building Bridges to Achieve
What’s Your Loan IQ? 61 Results 15 Writing for Clarity and Impact 27
What You Do Today Impacts Your Communicating Your Message:
Building Real Relationships at
Career Tomorrow 10 Work that Work 79 Writing for Clarity and
What You Need to Know 84 Impact 27
Enhancing Communication to
What You Need to Know When Strengthen Teamwork 75 Writing Style 27
Working with International Connecting to Your Audience:
Exploring Workplace Behaviors
Students 70 Using the DiSC® Model 78 Persuasive Business
Faculty and Staff: Partnering
for Excellence 74
Writing 27
Writing with Confidence
Who’s Accountable? Oh, That
Would Be Me! 48 Mastering the Power of the and Clarity 27
Wikis, Blogs, and Online Social MBTI® For Creating Communicating Your Message:
Effective Workplace Writing for Clarity and
Networking 23
Interactions 80 Impact 27
Wisdom of the Ages: Applying Connecting to Your Audience:
Generational Concepts at Work 32 Personality and Your Leadership
Style 45 Persuasive Business
Woman’s Money, A Woman’s Writing 27
Pirate’s Code, The 78
Future, A 60 Written Communication 24, 25
Shipwrecked! 59
Working Effectively with Others Basic Writing Skills 24
Teamwork at New Levels 77
During Change 64
Editorial Style: How it Fits into
Working Toward Cultural Tips for Training
Co-workers 62 Your Communications 25
Competency: The Final
Frontier 35 Working Effectively with
Others During Change 64
Work Life Balance 53
CopyCentral
The University’s preferred place to copy, print and fax. Our services
include affordable digital color copies, black and white copies, a variety
of binding options as well as large format poster printing and finishing,
lamination and foam core mounting. Convenient walk-up service
located in 9 HUB-Robeson Center; main office located in Hostetter
Building. copycentral@psu.edu, 865-COPY
Copier management program
You get top-of-the-line equipment, per-copy pricing, professional
service and support, flexible terms, and convenience. 863-1464
printing
The University’s print shop has gone green. We are an FSC certi-
fied operation, and are committed to encouraging, supporting and
incorporating sustainable printing practices at Penn State that are
fiscally and environmentally responsible. Contact us before you begin
your next project to find out how our resources and knowledge can
make a difference.
Copyright ClearanCe & Course paCkets
Copyright permissions, production, distribution, easy reorders,
copyright protection per University Policy AD46, Estimates for royalty
requests per University Policy AD17, exclusive distribution to the
Penn State Bookstore.
thesis Copying and Binding
A professional presentation for your important work.
offiCe stationery
Order all your office stationery online and receive on the spot PDF
proofing. Find out all of your options on our web site.
mailing and addressing
The University’s official USPS and UPS processing center located in
Hostetter Building. We offer a variety of addressing, mailing and
delivery services including design and verification of mail panels,
mailing list certification, inkjet addressing, and match mailings.
W W W. m U lT i m E D i A P R i n T. P S U . E D U | 814-865-7544 | F S C C E R T i F i E D S i n C E m AY 2 0 0 8
 ARE YOUR INVESTMENTS
LIVING UP TO THEIR POTENTIAL?

Since the market downturn, over 260,000 people have done just that and moved
their money to TIAA-CREF.1 Our seasoned financial professionals and our commitment
to long-term investment performance are just some of the reasons why. What’s
more, we offer a wide range of mutual funds and annuities, 92% of which are rated
3 or more stars by Morningstar.2

To schedule a personalized consultation at your local office or to

discuss setting up an on-campus departmental visit, call 800 732-8353.
We can help.
Local Office:
328 Innovation Blvd., Suite 301
State College
Monday–Friday, 9 a.m. – 8 p.m. (ET)

Of the 92% rated 3 or more stars by Morningstar: 71% 3 stars, 13% 4 stars, 8% 5 stars. Current rankings may
be higher or lower on a monthly basis.
Consider the investment objectives, risks, charges and expenses carefully before investing. Visit tiaa-cref.org
for a prospectus that contains this and other information. Read carefully before investing.
1
260,954 from 9/1/08–10/31/09. Transfers may be subject to differences in features, costs and surrender charges. Non-direct transfers may be subject to taxation
and penalties. Consult with your tax advisor regarding your particular situation. 2Morningstar is an independent service that rates mutual funds and variable annuities.
The top 10% of accounts in an investment category receive five stars, the next 22.5% receive four stars, and the next 35% receive three stars. Morningstar proprietary
ratings reflect historical risk-adjusted performance and can change every month. They are calculated from the account’s three-, five-, and ten-year average annual
returns in excess of 90-day Treasury bill returns with appropriate fee adjustments, and a risk factor that reflects subaccount performance below 90-day T-bill returns.
The overall star ratings are Morningstar’s published ratings, which are weighted averages of its three-, five-, and ten-year ratings for periods ended September 30, 2009.
TIAA-CREF products may be subject to market and other risk factors. See the applicable product literature, or visit tiaa-cref.org for details. Past performance is
no guarantee of future results. TIAA-CREF Individual & Institutional Services, LLC, and Teachers Personal Investors Services, Inc., members FINRA, distribute securities
products. Annuity contracts and certificates are issued by Teachers Insurance and Annuity Association (TIAA) and College Retirement Equities Fund (CREF), New York, NY.
C46560 © 2009 Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF), New York, NY 10017.

95
96
 Information Technology Services

Technology Training at Penn State is

offered through ITS Training Services.

Scheduled training throughout the year

Hundreds of free and low-cost training sessions are available in a variety
of formats, including hands-on, face-to-face, live online, and recorded.

Training on Demand for groups

Staff can request just-in-time training sessions for their groups, and faculty
can request training sessions for their students right in the classroom.

Thousands of online tutorials

Industry-leading video tutorials are now free and available to students,
faculty, and staff for course work, professional development, or fun!

Topics like Data Warehouse, IBIS Financial, ePortfolio, Excel,

Access, Photoshop, Oracle Calendar, CSS, Security, Operating
Systems, Blogs, ANGEL, XHTML, and so many more . . .

http://its.psu.edu/training/

97
 A F F I R M AT I V E A C T I O N O F F I C E
Educational and Professional
Health Matters Development Services

Penn State’s Employee Wellness Program Numerous educational and professional develop-
ment services are available through the Affirmative
Action Office. The office:
Programs Include: • Focuses on understanding the complexities of
• Yoga diversity among people with respect to ethnicity,
• neW! Zumba® age, disability, race, gender, sexual orientation,
•• Weight Management and other human characteristics
•• CPR/AED Training
•• Pilates .... and much more! • Offers a range of diversity programming designed
to meet the needs of Penn State work units
• Provides assistance to managers, supervisors, and
faculty on managing diversity issues
• Provides facilitative and consultive services to
diversity teams
many classes
avaIlable vIa adobe connect
onnect
Call the Affirmative Action Office to find out
more about these services: phone 814-863-0471;
For more information and to register visit e-mail aao@psu.edu;
www.ohr.psu.edu/HealthMatters website http://www.affirmativeaction.psu.edu

M A P O F U N I V E R S I T Y P A R K C A M P U S

4 5
Agricultural Sciences 5 6
and Industries Building
Bryce Jordan
Center

7
8
Paterno Library 9 Chemistry Building

2
2 Boucke Building

1 7 Pollock Commons
1
HUB-Robeson Center

James M. Elliott Building

3
3
Rider Building 4

1. huB-robeson Center 4. rider Building 6. Bryce Jordan Center 8. paterno library

2. Boucke Building 5. agricultural Sciences and 7. pollock Commons 9. Chemistry Building
3. James m. elliott Building industries Building

98
 Human Resource Development Center (HRDC)
Program Enrollment Form

All HRDC programs require advance registration at least two weeks before • Online at www.ohr.psu.edu/hrdc/home.cfm
the start of a program. If you miss the deadline, call 814-865-8216 before • Phone (FOR FREE PROGRAMS ONLY): 814-865-8216
registering to check if space is available. To register, complete this form
• Fax: 814-865-3522
and forward all required information to HRDC in one of the following ways:
• Mail: HRDC, 420 James M. Elliott Building, University Park, PA 16802
You may print or copy this form as needed.

Name __________________________________________ Employee Identification Number _______________________________

Department ______________________________________ Office Address ______________________________________________

Phone __________________________________________ E-mail ____________________________________________________

Please check your status: Penn State Employee Retiree Alumni or Research Park Tenant

For programs with more than one date, please specify two preferences for dates in case your first choice is unavailable.

Program Title Program Code Cost Date(s)

1st choice ___________________________
2nd choice ___________________________

1st choice ___________________________

2nd choice ___________________________

1st choice ___________________________

2nd choice ___________________________

Payment: Complete this section ONLY for programs with fees. IDCCs are not necessary. You may not register by phone for programs with fees.

Method of payment [Select one]

_______ Personal check [Make payable to Penn State and staple to this form]
_______ Direct bill to department [Complete the section below and obtain the designated signatures]

Budget Location Fund Project (optional)

Supervisor/Budget Admin./Exec. _________________________________ Financial Officer_______________________

(signature) (signature)
The designated budget will be direct billed when the program begins.

Confirmation: Registrations received by
HRDC at least two weeks before each pro-
gram will be confirmed by e-mail. If you
do not receive confirmation for a program,
please call 814-865-8216 to verify your regis-
tration before attending the class.
Policies
Cancellation: To help us meet program
demand, please register only for programs you
are sure you will attend. If you later determine
that you cannot attend, please call 814-865-
8216 immediately, so we can accommodate
others on the waiting list. Unless otherwise
noted, refunds will be given for cancellations
made at least two weeks before the start of
the class. Enrollments are not transferable
from one fiscal year to the next.
Access to Programs and Services: Penn
State encourages qualified persons with
disabilities to participate in its programs
and activities. If you anticipate needing any
type of accommodation or have questions
about the physical access provided, please
contact Trish Ripka in the Human Resource
Development Center at 814-865-7922 in
advance of each program.

99
Human Resource Development Center
420 James M. Elliott Building
University Park

FOLD AND STAPLE HERE

 Excellence in Leadership and Management
Program Enrollment Form

To enroll yourself or nominate another person for any of the Excellence in Leadership and Management programs, please follow the steps below.
• If you are enrolling yourself, please inform the person to whom you • After the form is completed, fax it to HRDC at 814-865-3522, or
report, notify the dean/executive in your area, and complete this form. mail to HRDC, 420 James M. Elliott Building, University Park, PA 16802.
• If you are nominating another person to participate, please complete Participants will be contacted by HRDC to provide additional details
this form and inform that person. You may make additional copies of and confirm their participation.
this form as needed.

______ I am enrolling myself ______ Participant is being nominated by (Print your name):_________________________________

Program: (Please check each program for which the participant is being enrolled for the next year.)
_____ The Penn State Leader — $150 ______ Beyond Mastering SuperVision — $290
_____ Mastering SuperVision — $475 ______ Management Institute — $475

Information about the Participant

Name of participant ________________________________________ Penn State ID Number ____________________________

Title ____________________________________________________ Phone _________________________________________
Office address __________________________________________________________________ E-mail ____________________
College/overall organizational area/campus ________________________________ Department/unit ________________________
Name of participant’s Human Resources Representative ______________________________________________________________

Job classification:
_____ Administrator/executive [excluding department heads] _____ Non-exempt staff
_____ Manager/director _____ Technical service
_____ Department head _____ Faculty
_____ Other exempt staff

Information about the Person to Whom the Participant Reports

Name ____________________________________________________ Title __________________________________________
Phone ____________________________________________________ E-mail ________________________________________
Office address ______________________________________________________________________________________________

Please complete the following two items if the candidate is being nominated for Mastering SuperVision or the Management Institute.

Years of experience supervising others ______

Number of individuals that the participant supervises:
______ Exempt staff ______ Faculty ______ Non-exempt staff ______ Technical-service

Budget that should be direct billed

Budget Location Fund Project (optional)

Supervisor/Budget Admin./Exec. _________________________________ Financial Officer_________________________________

(signature) (signature)
The designated budget will be direct billed when the program begins.

101
Human Resource Development Center
420 James M. Elliott Building
University Park

FOLD AND STAPLE HERE

 The Office Professional Certificate
Program Enrollment Form

To enroll yourself or nominate another person for the Office Professional Certificate, please follow the steps below.
• Before enrolling yourself, please obtain approval from the person to • After the form is completed, fax it to HRDC at 814-865-3522, or mail
whom you report, inform the dean/executive in your area, and to HRDC, 420 James M. Elliott Building, University Park, PA 16802.
complete this form. Participants will be contacted by HRDC to provide additional details
and confirm their participation.
• If you are nominating another person, please complete this form and
inform that person. You may make additional copies of this form as
needed.

______ I am enrolling myself ______ Participant is being nominated by (Print your name): ________________________________

Name of participant ________________________________________ Penn State ID Number ____________________________

Title ____________________________________________________ Phone _________________________________________

Information about the Participant

Office address __________________________________________________________________ E-mail ____________________

College/overall organizational area/campus ________________________________ Department/unit ________________________

Name of participant’s Human Resources Representative _____________________________________________________________

Years of service at Penn State _____ Years of experience in present position _____

Job classification: _____ Exempt staff _____ Non-exempt staff

Information about the Person to Whom the Participant Reports

Name ____________________________________________________ Title __________________________________________

Phone ____________________________________________________ E-mail ________________________________________

Office address ______________________________________________________________________________________________

Preferred program period: _____ October 2010 – April 2011 _____ October 2011 – April 2012

Budget that should be direct billed

Budget Location Fund Project (optional)

Supervisor/Budget Admin./Exec. _________________________________ Financial Officer________________________________

(signature) (signature)

103
Human Resource Development Center
420 James M. Elliott Building
University Park

FOLD AND STAPLE HERE

 Save time
and money with
direct deposit,
free ATMs
and extra cash.

PNC Bank and Penn State University are working together to

bring you PNC WorkPlace Banking.

Open a select PNC Checking Account1 through WorkPlace Banking and maintain
a qualifying direct deposit and every ATM, anywhere, anytime is free for you.
Plus, receive $100 when you open a new WorkPlace Banking checking account
with a qualifying direct deposit.2 WorkPlace Banking and direct deposit mean For more information:
less time banking and more time for what really matters in life.
Stop by to see us in the id+ office
And don’t forget all the flexible benefits of your PNC Bank account like: in the HUB or the nearby PNC
Bank branch located at 122 East
> Online Banking, Bill Pay and Online Statements College Avenue or give us a call
> Mobile and Text Message Banking: get balances, transfer funds3 and at 814-231-1615 to set up an
more – right from your mobile device appointment that’s convenient for
> Alerts you.
> PNC Bank Visa® Check Card
> PNC pointsSM Rewards Program4

1 For Performance and Performance Select accounts, there is no charge from PNC Bank for using non-PNC Bank ATMs and we will automatically reimburse surcharges. For Free Checking accounts, PNC Bank charges apply for use of non-PNC ATMs. Additionally, non-PNC
ATMs may assess a surcharge. For Free Checking Accounts opened through our WorkPlace Banking Program, PNC will reimburse these fees at the end of each statement cycle when a qualifying direct deposit of $400 or more is received, regardless of account balance. When a
direct deposit of $400 or more is not received, the account must maintain an average monthly balance of $2,000 or more to receive this reimbursement. Fees for savings or money market account transactions will not be reimbursed regardless of account balance. A qualifying Direct
Deposit is defined as a recurring Direct Deposit of a paycheck, pension, Social Security or other regular monthly income electronically deposited into a WorkPlace Banking Checking Account each statement cycle. The minimum amount of any Direct Deposit must be at least $400.
The Direct Deposits must be made by an employer or an outside agency. Transfers from one account to another or deposits made at a branch or ATM do not qualify as Direct Deposits. May not be combined with any other offers. Offer may be modified or discontinued anytime without
notice. 2 Offer good for a new PNC WorkPlace Banking customer who opens a new PNC WorkPlace Banking Checking account with a single qualifying direct deposit of $400 or more between 01/01/2010 - 12/31/2010. The payout of $100 will be credited to the eligible account within 7
days of the first Direct Deposit, which must occur before 3/01/2011. The payout will be identified as “WorkPlace Direct Deposit Bonus” on your monthly statement. A qualifying Direct Deposit is defined as a Direct Deposit of a paycheck, pension, Social Security or other regular monthly
income electronically deposited into a PNC WorkPlace Banking Checking Account. The Direct Deposits must be made by an employer or an outside agency. Transfers from one account to another or deposits made at a branch or ATM do not qualify as Direct Deposits. Offer available
to new PNC Bank checking account customers only. PNC Bank and National City Bank customers with an existing checking account are not eligible for this offer. Offer may be extended, modified or discontinued at any time and may vary by market. 3 A federal regulation limits the
number of transfers that may be made from a savings or money market account. Please see our Consumer Schedule of Service Charges and Fees for additional information. Lending products and services, as well as certain other banking products and services, require credit
approval. 4 Please see our PNC points Terms and Conditions for more information at pnc.com/points. ©2009 The PNC Financial Services Group, Inc. All rights reserved. PNC Bank, National Association. Member FDIC WKP PDF 1109-0118
Penn State Office of Human Resources
Human Resource Development Center
420 James M. Elliott Building
University Park, PA 16802
Phone: 814-865-8216
Fax: 814-865-3522
E-mail: HRDC@psu.edu
Web: http://www.ohr.psu.edu/hrdc/programs.cfm

The savings below are achieved when PC recycled fiber is used in place of virgin fiber. Your project HRDC Professional
Development Catalog for Faculty and Staff uses 2,105 lbs of paper which has a postconsumer recycled percentage
of 10% and 7,355 lbs of paper which has a postconsumer recycled percentage of 50% which saves:

15,772 lbs wood A total of 51 trees that supply enough oxygen for 26 people annually

23,031 gal water Enough water to take 1,340 eight-minute showers

15mln BTUs energy Enough energy to power an average American household for 63 days

4,782 lbs emissions Carbon sequestered by 55 tree seedlings grown for 10 years

1,399 lbs solid waste Trash thrown away by 304 people in a single day

Calculations to demonstrate the environmental benefits of using recycled fiber in lieu of virgin fiber are based primarily upon
information publicly available at: http://www.neenahpaper.com/ECOPaperCalculator/EnvironmentalCalculator/Default.aspx
E

Please Note
The programs listed in this catalog are scheduled
from March 1, 2010, through June 30, 2011.