These programmes provides new and experienced supervisors with the skills necessary to become highly effective managers. Courses lay the foundation for management success, covering time, conflict, and performance management, communication, team leadership and operations management. Start advancing your career today!

Available Courses

HAME518Creating Service Cultures

Exceed customer expectations through establishing a strong internal service culture. Select and develop high-performing employees and set, maintain, and surpass service standards.

Full Description

In realizing the vision of phenomenal customer service, high-performing organizations focus first on serving and satisfying the customers within. This course helps managers establish a strong internal service culture toward the goal of exceeding customer expectations. The course emphasizes the methods of creating and maintaining an organizational culture that rewards and reinforces internal service behaviors. Participants learn how to select and develop high-performing employees and how to set and maintain service standards.

Who Should Take This Course?

This course is invaluable for all those?from mid-level and high-potential managers to upper-level executives?charged with creating, implementing, and sustaining an internal service culture as a strategy to drive future organizational success.

Course Format

eCornell takes a problem-based approach to learning, and our courses are built around realistic case studies and scenarios. All courses are self-paced and are facilitated by an eCornell instructor who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Identifying High-Potential Service Employees
    • The Intangible Side of Providing Phenomenal Service
    • Identifying the Intangibles of Phenomenal Service
  • Creating and Maintaining Internal Service Systems
    • Communicating Standards of Phenomenal Service
    • Supporting Phenomenal Service
    • Providing Leadership for Phenomenal Service

Benefits to the Learner

After completing this course, participants will be able to:

  • Discuss the nature and importance of intangible personal characteristics in the delivery of phenomenal service
  • Describe the variety of selection strategies available to identify service intangibles
  • Clearly articulate service standards and communicate them throughout the organization
  • Create internal systems to maintain and continuously improve processes related to phenomenal service
  • Discuss the impact implementing the ideas from this course can have on your organization's service quality

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus Judi Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

HAME505Facilitating Group Decisions

Develop creative solutions and generate new ideas through efficient group decision making. Enhance productivity and performance through cohesive, flexible, responsive teams.

Full Description

In a highly global market, organizations that have the ability to analyze and rapidly respond to the constantly changing marketplace will have the greatest chance of remaining competitive and profitable. This is greatly dependent upon work teams that are cohesive, flexible, and able to rapidly arrive at important decisions. Group decision making provides for increased ability to gather pertinent information, to develop creative solutions, and to generate new ideas. In this course, participants will explore the benefits inherent in group decision making and will learn about models and techniques for efficient group decision making that lead to enhanced productivity and organizational performance.

Who Should Take This Course?

This course is important for professionals who lead or manage teams, or aspire to, and seek to enhance team decision making to improve overall productivity.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

  • Models, Techniques, and Methods for Decision Making
    • Factors to consider in determining whether to employ group decision making
    • Advantages of group decision making
    • Symptoms and potential consequences of "groupthink"
    • "Risky shift"
    • Group versus individual tolerance for risk
    • Common models of decision making
    • Implementing decision-making models for specific circumstances
    • Techniques for group decision making and strategies to reach high-quality group decisions
    • Factors involved in choosing the most appropriate decision-making method
  • Assessing Ethical Implications of Decisions
    • Ensuring ethical soundness of group decisions
    • Ethical behavior in both leadership and contributing roles within the group

Benefits to the Learner

After completing this course, participants will be able to:

  • Determine whether or not to employ group decision making
  • Evaluate the most appropriate decision-making method for a particular circumstance
  • Apply the techniques that improve and facilitate group decision making
  • Facilitate effective participation of team members in problem solving
  • Implement strategies to help groups arrive at the best decisions

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus Judi Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

HAME506Improving Personal and Workgroup Productivity

Lead team meetings that result in increased productivity. Structure personal time, workload, and priorities to maintain a positive work-life balance.

Full Description

In a networked economy, the overload of information, tasks, and meetings, as well as the need to stay connected to colleagues in other time zones, often erodes productivity and effectiveness. Managers need the strategies and techniques for work prioritization and personal time management that are so vital for success in today's demanding, multitasking workplace. Managers spend a significant amount of their day in meetings, so it is imperative that they understand how to structure and run effective, productive meetings, and how to prioritize and manage their own work loads. While meetings provide an opportunity for creative, high-quality discussions and problem solving, they are often unproductive, leaving participants feeling stressed due to the perceived waste of precious time. In this course, participants will learn about the best practices for structuring their own personal time and workload, and for leading efficient and successful meetings for increased productivity.

Who Should Take This Course?

This course is necessary for all managers, supervisors, and team leaders at any level of the organization and in any industry who want to learn to make their workdays more productive.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

  • Solving Time Management Problems
    • Tendencies that affect personal time-management behaviors
    • Strategies for beating procrastination
    • Distinguishing essential tasks from those of lower priority
    • Distinguishing between urgent and important events
    • "Time robbers"
    • Personal habits that impede effective time management
    • Analyzing interruptions to reduce the tendency of others to cut into your valuable time
    • Assertiveness skills for effective time management
    • Constructive confrontation
    • Using a time log to analyze your habits and work activities
  • Managing Team Meetings
    • Functions served by meetings
    • Effective meeting preparation
    • Best practices for leading a meeting effectively
    • Asking the right questions to achieve the most effective group participation
    • Six categories of questions and the appropriate use of each

Benefits to the Learner

After completing this course, participants will be able to:

  • Identify and overcome personal tendencies that lead to procrastination
  • Efficiently prioritize tasks and events based on urgency
  • Plan and lead meetings that successfully disseminate relevant information and increase morale and productivity

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus Judi W. Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD504Leading People to Higher Performance

reate a motivated, team-oriented environment that aligns individual employee motivators with organizational goals. Appropriately confront problems and resolve workplace conflicts.

Full Description

An improperly motivated workforce always results in a less efficient, less productive, and less profitable organization. The goals of individuals must be aligned with the goals of the organization in order to thrive. In this course, participants will examine leadership styles that are exhibited by highly successful managers. They will explore techniques for aligning individual employee motivators with an organization's goals and interests. Participants will also learn how to create a motivated, team-oriented, and productive workforce and how to appropriately and positively confront problems and resolve conflict.

Who Should Take This Course?

This course is crucial for all levels of managers, supervisors, and team leaders who are responsible for the productivity and morale of their employees.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Motivating for Achievement
    • Determining individual motivators
    • Identifying motivational opportunities in work assignments
    • The importance of motivation to a supervisor
    • Non-financial motivators that support the goals of the organization and the employee
    • Indicators of motivation
    • Aligning motivators with organizational objectives
  • Positive Confrontation
    • Confrontation as a motivational and developmental tool
    • Differences between confrontation and conflict
    • The consequences of avoiding confrontation
    • Common pitfalls to conflict resolution
    • Five-step process to resolve conflict
    • Six different types of difficult people
    • Techniques to make difficult people more productive
    • Progressive discipline
  • Leadership
    • A practical model for using different leadership styles
    • The interrelationship between supervising, managing, and leadership techniques
    • Balancing directive and supportive leadership styles to develop employees' performance

Benefits to the Learner

After completing this course, participants will be able to:

  • Apply motivational techniques to improve employee performance and enhance productivity
  • Align workers' personal goals with the goals of the organization
  • Resolve internal conflict in a positive and productive manner
  • Balance directive and supportive leadership styles to develop and improve employees' performance

Authoring Faculty

Anthony Panos, Cornell/ILR Extension Faculty, Statewide Director, Management series Tom Willett, Associate Director, Management Development Programs

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

  • HR: Performance Management
  • ME: Managing Performance
  • ME: Managing Productivity
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

ILRMD502Legal and Unbiased Interviewing and Selection

Conduct effective interviews and select the best-qualified candidates. Create a positive, legal, unbiased interviewing environment.

Full Description

In a competitive global economy it is essential for all organizations to conduct job interviews that result in the selection of the most capable and competent candidates available. Effective and efficient interviewing requires advanced preparation and a structured approach. In addition to carefully constructing job-related questions, interviewers must ensure compliance with applicable laws and must also make certain that their assessments and recommendations remain unbiased.

In this interactive, skill-based course, participants will learn how to prepare for job interviews, create a positive interviewing environment, conduct legal and unbiased interviews, and identify the best-qualified candidate for the position.

Who Should Take This Course?

This course is indispensable for human resource and recruiting specialists, department heads, and managers working at all levels of the organization who are involved in the hiring process.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

  • Legal and Unbiased Interviewing
    • Problematic and inappropriate questions, statements, and behaviors, and the specific law(s) to which they relate
    • Additional resources for questions about specific employment laws
    • Avoiding legal problems prior to and during the interview and selection process
    • Societal, organizational, and individual biases and how they can affect the assessment of candidates
  • Interviewing and Selecting Candidates
    • Effective questioning techniques to use when interviewing
    • Effective note-taking techniques
    • Selecting effective questions that are consistent with the Results-based Selection Requirements (RSR) form
    • The role of the resume in the interview process
    • Creating an interview environment that is conducive to the exchange of information
    • Watching for verbal and nonverbal cues
    • When and how to ask probing follow-up questions during the interview
    • Effective ways to close interviews, and strategies for dealing with challenges that candidates may present at the end of the interview
    • Warning signs during the interview/selection process
    • The role and importance of checking references
    • Communicating with candidates to whom offers of employment are, and are not, extended

Benefits to the Learner

After completing this course, participants will be able to:

  • Ensure compliance with applicable employment laws
  • Identify problematic and inappropriate questions, statements, and behaviors that can occur in an interview
  • Proactively avoid legal problems throughout the interview process
  • Avoid bias and stereotypes in order to accurately assess a candidate
  • Develop and carry out highly effective, efficient, unbiased interviews using a Results-based Selection Requirements (RSR) process
  • Objectively compare candidates and select the best-qualified candidates for their organization

Authoring Faculty

Cathy Lee Gibson, Cornell/ILR Extension Faculty, Associate Director, Human Resource series

Anthony Panos, Cornell/ILR Extension Faculty, Statewide Director, Management series

Sponsoring School

Cornell University’s School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD505Legal Issues in the Workplace

Improve understanding of organizational legislation and employment law. Learn to recognize and avoid legal risk in the workplace.

Full Description

Explore federal, state, and local employment laws and learn how to comply with Equal Employment Opportunity (EEO), Affirmative Action (AA) and Diversity issues. Learn to recognize and avoid potential legal risks in everyday workplace situations, and know when to seek in-house or outside counsel. Work within the law when interviewing, hiring, evaluating, and firing employees.

Who Should Take This Course?

Shift supervisors, entry-level to mid-level managers, and members of revolving project teams with no direct reports.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content. This course contains the following module:

  • Legal Issues in the Workplace
    • The scope of employment laws
    • Equal Employment Opportunity laws, Affirmative Action, and Diversity
    • Recognizing EEO legal risks
    • Strategies for minimizing EEO legal risks
    • Wage, safety, and other employment laws
    • Assessing whether an FMLA, FLSA, OSHA, or state law situation represents a legal risk

Benefits to the Learner

After completing the course, participants will be able to:

  • Recognize employment-related laws and assess their impact on employment-related decisions
  • Recognize how Equal Employment Opportunity, Affirmative Action, or Diversity applies to employment-related issues
  • Categorize employment-related issues into legal or employee relations issues to enable you to assess legal risks associated with management decisions
  • Recognize the difference between employee relations issues and potentially unlawful situations in the workplace
  • Avoid potentially illegal behaviors when interviewing, evaluating, and disciplining employees
  • Avoid potentially illegal behaviors in situations involving FMLA, FLSA, OSHA, or state laws

Authoring Faculty

Andrea M. Basile Terrillion, Esq., Director of Management, NYC Office of Cornell University's School of Industrial and Labor Relations Shelley Greenwald, Esq., Adjunct Faculty, NYC Office of Cornell University's School of Industrial and Labor Relations

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

  • ME: Managing Performance
  • ME: Interviewing and Selection
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

ILRMD510Managing Communication Challenges

Become both assertive and professional in dealing with communication challenges in the workplace. Analyze and use criticism for self-improvement.

Full Description

Interpersonal communication is often one of the most challenging aspects of a career. To communicate successfully, professionals need to find a balanced approach to dealing with difficult people or conversations. One must be assertive enough to avoid being taken advantage of, but not so aggressive that he or she alienates or upsets co-workers. In this course, participants will learn how to be assertive and professional when dealing with challenging conversations and people. They will also learn how to analyze and make use of criticism to improve their skills and abilities.

Who Should Take This Course?

Employees with supervisory responsibilities, entry-level managers and supervisors, and shift supervisors. Members of revolving project teams with no direct reports.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Assertive Communication Skills
    • Optimizing your message and your meaning when it’s your turn to speak
    • Assertive communication skills
    • Coping with communication anxiety
    • Managing criticism
  • Communicating with Difficult People
    • Decreasing defensiveness in a challenging situation
    • Remaining assertive during challenging conversations
    • Analyzing difficult people
    • Building rapport
    • Non-verbal factors that influence challenging communication

Benefits to the Learner

After completing this course, participants will be able to:

  • Demonstrate the skills needed to communicate in an assertive manner in all situations
  • Identify how to manage and cope with criticism
  • Identify how to manage and cope with communication anxiety
  • Use feedback to improve professionalism
  • Identify skills for clearly communicating ideas, thoughts, and feelings in challenging conversations
  • Create a plan for conducting a challenging conversation
  • Demonstrate an understanding of how non-verbal behavior can be used effectively in a challenging conversation
  • Identify effective methods for dealing with difficult people and situations

Authoring Faculty

Nancy Lampen, Director, International Programs

Sponsoring School

Cornell University’s School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD508Managing People Issues to Stay Focused on Priorities

Maintain good work relationships to promote harmony and efficiency. Handle unproductive situations by resolving conflicts and communicating effectively.

Full Description

Successful leaders and managers are dependent on their abilities to deal with and manage the interruptions, conflicts, and stress that are inherent in managing others. In this course, participants will learn about a number of resources and practical techniques for maintaining good working relationships and working with others efficiently and harmoniously. They will also learn the tools and techniques that are instrumental for effective communication and conflict resolution and how to deal with potentially unproductive situations and co-workers.

Who Should Take This Course?

Entry-level managers, administrative personnel, and shift supervisors. Employees needing to improve their priority management skills (such as information technology employees, office managers, etc.). Employees with supervisory responsibilities.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Manage Interruptions
    • Recognizing interruptions that have little or no relevance to responsibilities
    • Using a positive approach to handle interruptions
    • Redesigning work to reduce interruptions  
  • Delegation, Motivation, and Communication
    • The meaning of delegation and the strategic use of delegation techniques
    • Applying active listening techniques to be more productive
    • The value of prompt and lasting conflict resolution
    • Tools that enhance efficiency  
  • Successfully Managing Stress
    • Indicators that you are under stress, and situations in your life that generate stress
    • Stress-management techniques  

Benefits to the Learner

After completing this course, participants will be able to:  

  • Manage interruptions while maintaining good working relationships
  • Improve productivity by delegating tasks, motivating others, and resolving conflicts
  • Successfully manage stress
  • Create an action plan for managing multiple priorities

Authoring Faculty

Judith D. Hampton, Adjunct Faculty

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates: ME: Managing Productivity Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

ILRMD511Managing Performance

Set organization-specific goals that motivate employees and organizational productivity. Improve performance through ongoing feedback and evaluation.

Full Description

Organizations that run at peak performance understand that managing employee performance must be an active, continuous, and structured process of valuable feedback and constructive assessment. In this course, participants learn how to successfully design and use an integrated performance management model to effectively set specific goals that are tied to the organization's productivity and are a basis of ongoing feedback and periodic job evaluations.

Who Should Take This Course?

Entry-level managers and supervisors, and shift supervisors. Human Resources specialists, coordinators, and managers. Recruiting professionals, administrative personnel who support the performance management process, and employees affected by corporate initiatives to improve supervisory effectiveness.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content. This course contains the following module:

  • Managing Performance
    • The role of the manager in the performance management process
    • Recognizing and overcoming factors that make managing performance challenging
    • Managing within the "Nine Boxes" of performance management
    • Collaborative goal setting
    • Using ongoing feedback and effective performance-based communication
    • Planning and writing performance appraisals, incorporating employee input
    • Delivering a collaborative performance appraisal
    • Engaging employees in the performance management process

Benefits to the Learner

After completing this course, participants will be able to:

  • Demonstrate the role a manager should play in the performance management system
  • Participate in a collaborative goal-setting process that reflects overall organization goals
  • Use ongoing feedback and effective performance-based communication
  • Deliver a collaborative performance appraisal

Authoring Faculty

Cathy Lee Gibson, Associate Director, NYC Office of Cornell University's School of Industrial and Labor Relations Tom Willett, Director, Management Development Programs Ronald M. Katz, Adjunct Faculty

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

  • ME: Managing Performance
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

HAME511Managing Strategic Change

Carry out change initiatives that keep your organization productive and competitive in a dynamic environment. Assess your personal ability to facilitate change.

Full Description

With emerging technologies and expanding global marketplaces, it is imperative that organizations become highly proficient in driving their change agenda. Whether diversifying, downsizing, merging, reorienting business, or developing new management structures, organizations must be able to effectively carry out change initiatives to remain productive and competitive. In this course, participants learn to assess organizational readiness and their own ability to facilitate change. Working with a comprehensive organizational change scenario, this experiential exercise provides an opportunity for participants to learn by doing and to assess their own effectiveness in facilitating change.

Who Should Take This Course?

This course is fundamental for managers, supervisors, and team leaders in any organization who want to learn how to successfully initiate organizational or departmental change.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content. This course contains the following module:  

  • Managing Change
    • Organizational change tactics and their correspondence to different stages of readiness or willingness to accept change
    • Stages of adoption of innovation: awareness, appraisal/trial, and adoption
    • Different reactions to organizational change and innovation on the part of innovators, early adopters, early majority, late majority, and resistors
    • Recognizing that creating change is part skill, part art, and part luck
    • Cultural aspects of organizations and their impact on change efforts
    • Frustrations managers experience in implementing change initiatives  

Benefits to the Learner

After completing this course, participants will be able to:  

  • Evaluate an organization's level of readiness and willingness to change and use techniques to bring it to an acceptable level
  • Identify and minimize a manager's frustrations in implementing change initiatives
  • Develop and implement an effective methodology for carrying out a successful change initiative  

Authoring Faculty

Cathy A. Enz, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:  

  • Leading Management Teams
  • Strategic Hospitality Management

Course Schedule

Course Start Date Registration Deadline

ILRMD503Overcoming Barriers to Successful Management

Create a continuous-improvement process in which employees communicate and collaborate to increase productivity, creativity, and efficiency. Improve overall performance by shifting professional paradigms.

Full Description

Successful organizations use the creative energy of their employees in seeking solutions to organizational problems. They realize that those individuals involved in the actual work are in the best position to define systemic and process weaknesses and identify opportunities for improvement. In this course, participants learn to increase productivity, creativity, and efficiency by involving their employees in a continuous improvement process that encourages improved communication and collaboration. Participants will also explore personal paradigms or patterns of thought and behavior that prevent them from achieving positive change and success.

Who Should Take This Course?

This course is important for all levels of managers, supervisors, and team leaders in virtually any industry who wish to continuously effect positive change and increase the productivity and efficiency of their organizations.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Paradigms and Change
    • Paradigms and day-to-day challenges in the workplace
    • Evaluating paradigms as useful or in need of change
    • Recognizing "good" versus "bad" change Problem-solving techniques Involving employees in process changes
  • Communication and Listening
    • Barriers to communication
    • Differing communication styles as barriers to getting work done
    • Clear communication and use of terminology to avoid misunderstandings
    • Approachability, trust, and effective communication
    • Attitudes and behaviors that are essential to clear communication
    • Active listening techniques

Benefits to the Learner

After completing the course, participants will be able to:

  • Identify personal and professional paradigms and understand how shifts in thinking can improve performance
  • Analyze when organizational change is beneficial and when it should be avoided
  • Involve employees in problem solving and decision making
  • Assess personal communication styles toward improved listening skills and approachability

Authoring Faculty

Anthony Panos, Cornell/ILR Extension Faculty, Statewide Director, Management series Tom Willett, Associate Director, Management Development Programs

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

  • HR: Performance Management
  • ME: Managing Performance
  • ME: Managing Productivity
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

ILRMD506Preventing and Addressing Inappropriate Workplace Behaviors

Practice appropriate, legal behavior when interviewing, evaluating, and disciplining employees. Handle inappropriate behavior in accord with company policy and industry best practices.

Full Description

Managers frequently make employment decisions that have legal implications for their organizations. This course addresses the relevant laws and their application to daily operations and special situations in layperson's terms. The course focuses on avoiding potentially illegal behaviors when interviewing, evaluating, and disciplining employees and on applying strategies for dealing with inappropriate behavior according to company policy and best practices.

Who Should Take This Course?

Shift supervisors, entry-level to mid-level managers, and members of revolving project teams with no direct reports.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content. This course contains the following module:

  • Preventing and Addressing Inappropriate Workplace Behaviors
    • Scope and range of inappropriate behaviors
    • Role of managers in fostering appropriateness in the workplace
    • Sexual and other forms of illegal harassment
    • Inappropriate behavior and company policy
    • Strategies for dealing with inappropriate behaviors
    • Handling confidential issues

Benefits to the Learner

After completing this course, participants will be able to:

  • Identify whether a behavior is appropriate or inappropriate in a given situation and why
  • Identify and follow company policies and procedures when handling potential policy violations involving inappropriate behaviors
  • Apply strategies for dealing with inappropriate behavior according to company policy and best practices
  • Manage confidential issues surrounding inappropriate behavior correctly

Authoring Faculty

Andrea M. Basile Terrillion, Esq., Associate Director of Management, NYC Office of Cornell University's School of Industrial and Labor Relations Shelley Greenwald, Esq., Adjunct Faculty, NYC Office of Cornell University's School of Industrial and Labor Relations

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:

  • ME: Managing Performance
  • ME: Interviewing and Selection
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

HAME519Secrets of Phenomenal Customer Service

Ensure consistent, high-quality customer service. Use training to develop and reinforce effective service attitudes and skills in your employees.

Full Description

Every employee is an important member of the service delivery team. Organizational members must work together to ensure consistent, high-quality customer service. Effectiveness requires the development of exceptional customer-service skills appropriate to the particular organization. This course prepares supervisors and managers to identify these key service requirements and implement a variety of training methods to ensure the development and reinforcement of service attitudes and skills.

Who Should Take This Course?

This course is essential for everyone – from supervisors through upper-level and high-potential managers – whose success depends on their and their employees? ability to deliver phenomenal customer service.

Course Format

eCornell takes a problem-based approach to learning, and our courses are built around realistic case studies and scenarios. All courses are self-paced and are facilitated by an eCornell instructor who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • The First Secret: Phenomenal Verbal Communication Skills
    • Responding with Empathy
    • Responding Objectively
  • The Second Secret: Phenomenal Non-Verbal Communication Skills
    • Controlling Vocal Cues
    • Reinforcing Verbal Messages
    • Using Body Language
  • The Third Secret: Phenomenal Listening Skills
    • Influences on Listening Effectiveness
    • Listening as a Customer Service Skill

Benefits to the Learner

After completing this course, participants will be able to:

  • Describe challenges confronting employees in the area of service communication
  • Identify essential service skills specific to a particular position
  • Describe the secrets of effective service communication: phenomenal verbal communication, nonverbal communication, and listening skills
  • Analyze service encounters to better address specific customer needs and requirements

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus Judi Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD501Selection Requirements and Communications Skills for Interviewing

Structure effective interviews by focusing on communication and listening skills. Eliminate bias and stereotyping of job candidates and understand legal aspects of employment practices.

Full Description

Making the wrong hiring choices is costly and time consuming for organizations of all sizes. An effective way for businesses to identify the best candidates for a position is through a structured, job-focused interviewing process, where interviewers have effective interviewing skills and understand the legal aspects of employment practices. In this interactive, skill-based course, participants learn how to structure an interview using the Results-based Selection Requirements (RSR) process.

This model eliminates bias and stereotyping of job candidates, examines compliance with employment laws, and focuses on the communication and listening skills required for effective interviewing.

Who Should Take This Course?

This course is indispensable for human resource and recruiting specialists, as well as managers working at all levels of the organization who are involved in the hiring process.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

  • Communication Skills for Interviewing
    • Determining your communication style and applying it productively during the interview process
    • Three primary communication styles and the strengths of each
    • Increasing the degree to which you are perceived as approachable to elicit more candid responses from candidates
    • Nonverbal, verbal, and interpretive dimensions of listening
  • Using Job Results to Develop Selection Requirements
    • Why develop Results-based Selection Requirements (RSRs)
    • Preparing a Results-based Selection Requirements form

Benefits to the Learner

After completing the course, participants will be able to:

  • Develop and demonstrate effective, unbiased interviewing techniques
  • Use advanced listening skills
  • Learn how approachability and openness can elicit candid responses from job candidates
  • Recognize and ensure compliance with applicable employment processes
  • Design and implement a system of Results-based Selection Requirements as a foundation for the interview process

Authoring Faculty

Cathy Lee Gibson, Cornell/ILR Extension Faculty, Associate Director, Human Resource series

Anthony Panos, Cornell/ILR Extension Faculty, Statewide Director, Management series

Sponsoring School

Cornell University’s School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD509The Impact of Personality Styles on Communication

Develop effective interpersonal communication skills. Improve ability to work with and manage employees.

Full Description

Interpersonal communication is one of the most challenging and important aspects of a successful career. It is essential for leaders and managers to understand the basics of communications, their own communication styles, the critical role of emotional intelligence, and the impact of all of this on their co-workers and their organization. In this course, participants will learn why good interpersonal communication skills are so important, how personality styles affect personal communication styles, and how this understanding can improve one’s ability to work with and manage employees.

Who Should Take This Course?

Employees with supervisory responsibilities, entry-level managers and supervisors, and shift supervisors. Members of revolving project teams with no direct reports.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer specific questions about the course content.

This course contains the following modules:

  • Effective Communication
    • Competencies of good communication
    • Benefits of improved communication in the workplace and elsewhere
    • Emotional intelligence and how it relates to communication competencies
  • Communication Preferences
    • The impact of the four Myers-Briggs scales
    • Effects of personality type on methods of communication
    • Work preferences for a variety of Myers-Briggs types
    • The effect of various response styles in different work place situations
  • Listening
    • Skills needed to listen actively
    • The role of nonverbal communication in listening

Benefits to the Learner

After completing this course, participants will be able to:

  • Increase awareness of, and ability to manage, workplace communication behaviors
  • Understand the influence of personality type on communication
  • Develop strategies for effective listening
  • Sustain positive rapport during difficult discussions
  • Manage nonverbal messages
  • Give constructive feedback

Authoring Faculty

Nancy Lampen, Director, International Programs

Sponsoring School

Cornell University’s School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Course Schedule

Course Start Date Registration Deadline

ILRMD507The Power of Managing Your Time and Personal Priorities

Master time management and change mental patterns to enhance productivity. Set priorities that reflect personal values and life goals.

Full Description

The ability to manage time and prioritize one's work is an essential skill that professional managers must master in order to be successful. Today, most jobs require managing multiple priorities while simultaneously looking for ways to improve performance. In addition, professionals need to balance careers with personal priorities. In this course, participants learn a series of invaluable techniques for managing time, setting priorities, changing mental patterns to enhance productivity, and focusing on personal values and life goals.

Who Should Take This Course?

Entry-level managers, administrative personnel, and shift supervisors. Employees needing to improve their priority management skills (such as information technology employees, office managers, etc.). Employees with supervisory responsibilities.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

 

  • The Power of Managing Priorities
    • Mind-set and how it affects productivity
    • The benefits and results of changing mental patterns, and techniques for changing them
    • Differences between a task and a priority
    • Setting goals with the SMARTS technique
    • The importance of goal setting in managing time and priorities
    • Defining your personal mission
    • Delegation techniques  
  • Identify and Overcome Time-Wasters
    • Analyzing and addressing time-wasters
    • Tools for planning and tracking priorities
    • Techniques to maximize daily productivity
    • Techniques to overcome internal and external productivity roadblocks
    • Techniques to reduce burdensome and unimportant paperwork
    • Managing email more successfully  

Benefits to the Learner

After completing this course, participants will be able to:  

  • Recognize and respond to the benefits of setting priorities
  • Recognize and practice mental techniques for becoming more organized
  • Develop a personal mission statement to balance work and personal goals in a way that promotes achieving both
  • Identify time-wasters and practice techniques for managing them
  • Use tools to set and rank priorities
  • Process paperwork systematically and efficiently
  • Create an action plan for managing multiple priorities  

Authoring Faculty

Judith D. Hampton, Adjunct Faculty

Sponsoring School

Cornell University's School of Industrial and Labor Relations

Total Learning Time

Approximately 5-6 hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificates:  

  • ME: Managing Productivity
  • Supervisory Skills

Course Schedule

Course Start Date Registration Deadline

HAME504Understanding Team Dynamics

Organize individuals into highly effective, productive, dynamic teams. Create positive results and maintain competitive advantages through strong team performance.

Full Description

If organizations are to remain productive and maintain a competitive advantage in this fast-paced, constantly changing, global economy, it is essential that they understand how to create and utilize effective work teams at all levels of the organization. When well managed, teams improve productivity, innovation, and the likelihood of success. Ineffective teams lead to frustration and the loss of time and productivity. In this course, participants will explore the dimensions and inherent benefits of a well-organized, synchronized team and how to develop a systematic and concrete approach to organizing individuals into a highly effective, productive, and cohesive work force.

Who Should Take This Course?

This course is critical for all levels of managers, supervisors, and team leaders who need to organize their employees into productive, innovative teams.

Course Format

eCornell takes a problem-based approach to learning, and builds each course around realistic case studies and scenarios. All courses are self-paced, and are facilitated by an eCornell instructor, who leads the online discussions and is available to answer any questions about the course content.

This course contains the following modules:

  • Teams and Team Goals
    • Benefits of working in teams over working independently
    • Establishing clear team goals
    • Characteristics of effective goals
    • Participatory goal setting
  • Team Member Behavior, Norms, and Group Interaction
    • Task functions and relationship functions
    • Behaviors that encourage or harm member relations
    • Developing healthy, productive group norms
    • Strategies to deal with social loafing
    • Factors affecting cohesion/cohesiveness
    • Bales Interaction Analysis
    • Five basic group structures and how they influence communication flow
    • Characteristics of a well-functioning team
    • The role of the participant observer

Benefits to the Learner

After completing this course, you will be able to:

  • Explain the principles of group dynamics and development
  • Describe the dimensions of team member behavior
  • Assess how effectively a team functions

Authoring Faculty

Florence Berger, Ph.D., Professor Emeritus Judi Brownell, Ph.D., Professor

Sponsoring School

Cornell University's School of Hotel Administration

Total Learning Time

Approximately five to six hours over a period of two weeks.

Certificate Information

This course can be applied toward the following certificate:

  • Leading Management Teams

Course Schedule

Course Start Date Registration Deadline

Available Certificates

GM160CAdvanced Certificate in Entrepreneurial Business Management

The learning objective of this Advanced Certificate is to equip learners to develop the skills to identify good business opportunities, create a business plan, do financial projections, find financing, and manage taxes, marketing, selling, legal issues, intellectual property, franchising, starting a social enterprise, and selling your business before going into (returning to, in some cases) the world of business with a competitive edge knowledge wise. The Entrepreneurial Business Management programme covers aspects of entrepreneurship, using real-life examples and handy tools to deliver clear, honest, practical advice on starting a successful business.

GM290CAdvanced Certificate in Management Consultant and Toolkit

The learning objective of this Advanced Certificate is to examine a range of topics from performance management, risk and project management, marketing, international management and customer care. Additional topics aligned to management consultancy include business planning, problem solving, undertaking research, workshop facilitation and notes and models for working as a Management Consultant.

GM440CAdvanced Certificate in Systems and Operations Management

The learning objective of this Advanced Certificate is to equip learners with the knowledge, skills, and competencies to operate effectively in the workplace, increase learners' understanding of information management issues facing the contemporary organisation and how systems can be utilised to ensure organisational efficiency and effectiveness.

GM121CBusiness Analysis

The learning objective of this Certificate is to enable learners to develop an understanding of corporate strategy and the skills needed to exercise judgment in designing and analyzing strategy. The three core areas of discipline include finance, marketing and management. Learners will begin to appreciate the constraints and externalities that organizations are operating under. It is aimed at ensuring learners become discerning managers with the relevant skills to identify and manage different types of organizational challenges. These aims will be achieved via the research undertaken by the learners around the topic of business analysis and strategy. This module is assessed via a research led project and as such is delivered over an 15 weeks period and the delivery pattern reflects the academic research to be carried out.

GM122CBusiness Law

The learning objective of this Certificate is to enable learners to develop skills and competences to be able to understand the general frameworks of law and how they affect businesses with emphasis placed on specific legal aspects, basic knowledge and the need for legal advice in certain situations. The programme gives consideration to alternative dispute resolution services as a less expensive conflict resolution mechanism. Business Law is designed as at an introductory level, as such no prior requirement or knowledge is assumed. It introduces learners to different legal systems and laws and their impact on business decisions and places emphasis on local and international business and how legal aspects can be identified and managed.

GM500CExecutive Certificate in Entrepreneurship

The learning objective of this Executive Certificate is to examine aspects of entrepreneurship, using real-life examples and handy tools to deliver clear, honest, practical advice on starting a successful business. It also will provide a professional solution to business problems faced by companies involved in innovation. The programme turns research into commercial challenges with an output of ensuring the highest impact and value through innovation in dynamic and ever changing business models.

GM640CExecutive Certificate in Management Consulting

The learning objective of this Executive Certificate is to focus on a range of topics from performance management, risk and project management, marketing, international management and customer care to topics specifically aligned to management consultancy such as business planning, problem solving, undertaking research, workshop facilitation and notes and models. Managers need to understand how strategy is formulated in business and how it shapes the direction and activities of an organisation. This programme introduces learners to concepts, theories and frameworks that will aid their understanding of strategic decision-making. Companies strive to differentiate themselves and reduce delivery cycle time. The ability to successfully manage such projects ensuring their on-time on-budget completion is critical. The traditional, technical view of project management may not bring about the transformational change that increasingly organisations require.

GM136COperations Management

The learning objective of this Certificate is to enable learners to develop the knowledge of systems and activities required to produce goods and services for customers and clients in the most cost effective and efficient manner. It introduces learners to a variety of operations management tools and their application to simple and complex business operating environments. It is designed with emphasis on both services and manufacturing organisations.

ILRMDC1Supervisory Skills

An eleven course certificate series for shift supervisors, entry-level managers and supervisors up to mid-level managers seeking an opportunity to obtain a richer, deeper understanding of supervisory and management skills. Some courses may contain U.S. based legal content.

CORE COURSES
ILRMD501 Selection Requirements and Communications Skills for Interviewing
ILRMD502 Legal and Unbiased Interviewing and Selection
ILRMD503 Overcoming Barriers to Successful Management
ILRMD504 Leading People to Higher Performance
ILRMD505 Legal Issues in the Workplace
ILRMD506 Preventing and Addressing Inappropriate Workplace Behaviors
ILRMD507 The Power of Managing Your Time and Personal Priorities
ILRMD508 Managing People Issues to Stay Focused on Priorities
ILRMD509 The Impact of Personality Styles on Communication
ILRMD510 Managing Communication Challenges
ILRMD511 Managing Performance