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Our Mission

Our mission is to contribute to the economic viability of businesses. As one of the largest community college-based
economic development programs in the state, the El Camino College Business Training Center (BTC) helps businesses
remain successful, viable, prosperous, and able to develop a competitive edge in today’s global economy. We are proud to
be part of the state’s economic development mission “to advance California’s economic growth and global competitiveness
through quality education and services, focusing on continuous workforce improvement, technology deployment, and
business development.”

With a proven track record of improving the bottom line for every kind of business and industry, large or small,
the BTC specializes in the areas of manufacturing/aerospace, international trade, and small business. This catalog
provides a description of our training programs that are focused on the needs of businesses including basic workplace
skills, business skills, computer skills, continuous improvement/manufacturing, international trade, and safety training.

Our Service
Since 1999, the BTC has trained thousands of employees in companies in various industries throughout the state.
We have the experience and knowledge to make a positive impact on your staff and the overall operations of your
company. We are deeply committed to this mission and will work with your organization every step of the way to
ensure successful implementation and quantifiable results.

Companies look to the BTC as a trusted resource for business solutions. We are the experts in the field of adult
learning and our instruction includes a variety of activities designed to reinforce different learning styles and foster team
development. Our instructors and consultants are screened and hired based on industry knowledge and expertise, strong
training skills, and a demonstrated ability to deliver the highest quality instruction.

The BTC also provides a number of training-related services designed to save employers time and money.
These services include:

• Conducting training needs assessments

• Developing training plans

• Customizing curriculum that meets business needs


.

• Providing pre-screened qualified trainers

• Delivering training on-site at your company

The BTC has an agreement with the State of California Employment Training Panel (ETP) to provide specific types of
customized training to qualified employers. Many of the instructional costs are off-set through the ETP program. As an
employer, you can avoid the costly regulatory research, paperwork, red tape, and other complexities dealing directly with
the state by using the BTC Center for ETP funded programs. We have over twenty years of experience working directly
with multiple employers and the ETP.

For more information on any of our training programs, please contact:

El Camino College Business Training Center


13430 Hawthorne Blvd.
Hawthorne, CA 90250
310.973.3178 Fax 310.973.3132
E-mail: BTC@BusinessAssist.org
1 Table of Contents
El Camino College Business Training Center

Basic Skills

Basic English . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Basic Math . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Basic Workplace Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Vocational English as a Second Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Business Skills

Business Ethics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Business Etiquette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Business Writing Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Communicating and Listening Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Conducting Effective Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Conflict Resolutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Delegating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
EEOC Regulations for Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Finance for Non-Finance People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Frontline Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Goal Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Interpersonal Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Interviewing Skills-Employee Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Leadership Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Managing Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Marketing and Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Motivating and Coaching Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Presentation Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Problem Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Progressive Discipline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Project Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Sexual Harassment Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Strategic Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Stress Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Table of Contents 2
El Camino College Business Training Center

Business Skills Continued


Taking Corrective Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Team Building/Team Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Time and Priority Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Valuing Diversity/Intercultural Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Computer Skills
Database (Access) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
E-Commerce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Help Desk (User, Service Skills, Troubleshooting) . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Internet (Browsers, E-mail, MS Outlook) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Microsoft Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Multimedia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Operating Systems (Windows & Mac) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Presentation Tools (PowerPoint) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Project Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Web Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Word Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Manufacturing Skills

Air Conditioning and Refrigeration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30


Automation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Blueprint Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
CAD/CAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Computer Numerical Control (CNC) Programming . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Coordinate Measuring Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Design Software Systems for Manufacturing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Electronics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Fiber Optics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Geometric Dimensioning and Tolerancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Hydraulics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3 Table of Contents
El Camino College Business Training Center

Manufacturing Skills Continued

Lean Manufacturing, Kaizen and 7S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37


Machining (Machine Shop) Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Materials Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Material Requirements Planning (MRP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Motor Controls, Switching, Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Pneumatics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Process Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Process Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Programmable Logistics Control (PLC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Project Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Prototyping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Quality Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Quality Management Systems (QMS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Robotics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Root Cause and Corrective Action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Sheet Metal Design and Fabrication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Shop Measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Six Sigma . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Statistical Process Control (SPC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Supply Chain Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Total Quality Management (TQM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Welding/Soldering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

International Trade

Mastering Export Fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54


Export Compliance (ITAR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Export Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55-56
International Supply Chain Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Export/Import Orientations for Start-Ups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Export Seminars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Import Seminars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Table of Contents 4
El Camino College Business Training Center

Safety

Asbestos Awareness Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60


Confined Space Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Confined Space Rescue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Confined Space Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
CPR and First Aid Certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Ergonomics Evaluation and Employee Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Fall Protection Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Forklift Operator Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Hazard Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Injury and Illness Prevention Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Lock-Out/Tag-Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
OSHA Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Safety (General Industry Safety & Health Course) . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Additional Programs

Business Training Center Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68


Career Readiness Certificate/Workplace Foundation Skills Assessment . . . . . . . . . . . . . . . . 69
Industrial Skills Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Pharmacy Technician Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Entrepreneur Training (Business Boot Camp) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
U.S. Coast Guard Approved Standards for Training Certification & Watchkeeping (WTCW-95)-
Basic Safety Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
U.S. Coast Guard Approved Proficiency in Survival Craft (Lifeboatman) . . . . . . . . . . . . . . . . 73
APICS Certified in Production and Inventory Management (CPIM)
(The Association for Operations Management - Advancing Productivity, Innovation, and Competive
Success) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Interest Form
Request Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
5 Basic Skills
Workplace Learning Resource Center

Basic English
Overview:
This easy-to-understand course is for all employees who struggle with basic English concepts and is especially helpful for non-native
speakers who want to improve their grammar and writing skills. Participants learn the parts of speech, punctuation, common word usage,
and the mechanics of writing sentences and paragraphs. During the course, they develop effective skills to write e-mails, letters, and other
business documents.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • The eight parts of speech
• Complete sentences – fragments and run-ons
Learning Outcomes:
At the end of this course, participants will be able to: • Topic sentences for paragraphs
• Understand the basics of English grammar, mechanics, and • Unity and coherence in paragraph writing
punctuation
• Applying writing skills to e-mails
• Construct sentences that support paragraph topics
• Punctuation
• Apply principles of English to basic business documents
• Spelling
• Successfully follow directions
• Word usage
• Use common phrases to communicate messages
• Pronunciation

Basic Math
Overview:
If you want to learn the basics of mathematics and confidently put them into use in the business environment, then this course is for
you. Participants are guaranteed to improve their basic math skills and be able to apply them on the job. The instructor presents basic
mathematical calculations commonly used in business settings. Study topics include computing fractions and decimals, the order of
operations for combined computations, solving equations, using proportions, ratios, and percentages.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Whole numbers
• Prime numbers
Learning Outcomes:
At the end of this course, participants will be able to: • Fractions

• Effectively understand the fundamentals of mathematics


• Mixed numbers
• Decimal numbers
• Use math in the workplace and in their daily life
• Ratios and proportions
• Quickly analyze financial data • Percent problems
• Successfully follow directions

• Gain confidence in using mathematics to solve business


problems
Basic Skills 6
Workplace Learning Resource Center

Basic Workplace Skills


Overview:
Communicating effectively, working with people of different cultures, solving problems, following instructions, resolving conflicts, using a
computer, applying work ethics and adapting to change are all basic skills that help employees improve their work performance. This course
focuses on raising the fundamental skill levels of employees to fully contribute to the success of an organization. Participants will benefit by
improving their ability to interpret instructions and make decisions.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Reading and writing skills – improving literacy

Learning Outcomes: • Spoken English and communication skills


At the end of this course, participants will be able to:
• Math and quantitative operations
• Effectively understand the fundamentals of math,
• Problem solving
communication, reading and writing
• Basic skills in computer technology
• Successfully follow directions
• A strong work ethic
• Understand written materials at work such as safety
manuals and work processes • Applying basic skills in the workplace
• Gain confidence in their overall abilities

Vocational English as a Second Language


Overview:
This course is designed for non-native English speaking employees who need to develop communication and problem-solving skills to
become more effective on the job. Through interactive exercises, participants learn the “shop language” necessary to participate in continuous
improvement efforts. They also raise their pronunciation to an understandable level and learn short phrases to get their point across
regarding work processes. They will acquire the ability to use the language for specific functions: ask for or provide information, ask others to
do something or respond to their requests, explain how to do something, ask for clarification, offer help, and engage in work interaction with
peers, supervisors, and customers.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Introduction to Continuous Improvement

• Naming and describing job processes and procedures


Learning Outcomes:
At the end of this course, participants will be able to: • Understanding and responding to safety language: signs,
rules, verbal and non-verbal signals
• Improve their communication skills on the job
• Business etiquette
• Speak and write effectively about the processes, tools,
equipment, or materials that they use on the job • Clarifying and following instructions

• Writing e-mails, memos, and reports


• Successfully follow directions
• Communicating at staff meetings
• Understand occupation-related texts, manuals, and
brochures • Presenting and summarizing ideas

• Understand work process and work flow • Practicing pronunciation and intonation

• Problem solving techniques

• Resolving conflict and miscommunications


7 Business Skills
Workplace Learning Resource Center

Business Ethics
Overview:
Ethics is a red hot subject in businesses today. It’s not enough to have a Code of Conduct posted on the wall. With the transparency
that comes with the global economy, businesses have to be value-driven in order to stay competitive. This course introduces managers,
supervisors, and employees to the importance of ethics and values in the workplace. Emphasis will be placed on how values influence
actions, evaluating one’s ethical behavior, and helping others do the right thing. Participants will learn about compliance issues that all
employees must understand in addition to the timeless principles of personal character and integrity. The easy, straight-forward program
builds participants’ ethical skills and knowledge using practical teaching and real-life scenarios to influence and sustain a culture of ethics
and compliance.
Duration: Course Content:
Total hours: 24 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Ethical responsibilities in the workplace

• Personal integrity
Learning Outcomes:
At the end of this course, participants will be able to: • Ethical decision-making
• Build personal credibility • A fair and equitable workplace
• Understand ethical responsibilities in the workplace • Protecting company assets

• Determine their own values and understanding how those • Electronic communications
values will affect their ability to carry out required duties
• Proprietary information
• Help others do the right thing
• Understanding conflicts of interest
• Understand how cultural differences may affect
interpretation of ethics • Intellectual property and copyright

• Cultural differences in ethics


Business Etiquette
Overview:
This program is ideal for new hires, those recently returning to the workforce, and employees who want to improve their level of
professionalism in all aspects of their work life. It covers workplace expectations and acceptable behaviors, appropriate business attire,
communication skills, and time management. This course can easily be adjusted to incorporate your company’s specific policies.

Duration: Course Content:


Total hours: 4-hour session
• Defining the difference between social and professional
Learning Outcomes: behavior
At the end of this course, participants will be able to:
• Appropriate workplace behaviors
• Understand appropriate and inappropriate office behavior
• Professional attire
• Increase their skills in communicating effectively
• Setting targets for self and/or group improvement
• Understand and demonstrate the use of to-do lists and
• Polishing professional behavior
prioritization techniques
• Keys to time management
• Develop an action plan to improve professionalism in work
areas • Improving interaction with both internal and external
customer/client contacts

• Workplace communication – telephone skills,


face-to-face, and e-mail etiquette
Business Skills 8
Workplace Learning Resource Center

Business Writing Skills


Overview:
Clear and concise writing that gets to the point is the cornerstone of all business communication. Technology has moved our world
to a pace that often seems to be faster than light. We can send e-mails in an instant. But can the reader understand them as quickly?
This course is interactive, fast-paced, fun, and full of practical tips that participants can use immediately. It covers these key areas:
pre-writing processes to eliminate writer’s block and organize ideas; tips to be clear, concise, and get to the point; and practice in
eliminating common writing errors.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Pre-writing processes: planning communication to meet
business objectives
Learning Outcomes:
Upon completion of this course, participants will be able to: • Using mind mapping to organize information and
sequence it appropriately
• Get to the point in the first 25 words
• Techniques to achieve unity, coherence, and development
• Present a clear and focused message ensuring they get the in paragraphs, documents, and reports
reader’s attention and achieve the results they want
• Tips on writing short, to-the-point e-mail messages (and
• Apply writing techniques to all business documents other business documents that participants routinely
create)
• Write so that people of different cultures understand the
message • Achieving the appropriate tone for your writing

Communicating and Listening Skills


Overview:
We often hear that talk is cheap, but a lack of effective communication can cost employees stress and companies can lose productivity.
This course addresses the total communication process with a focus on helping participants develop communication skills to establish strong
working relationships with team members and customers; winning over difficult people; and understanding differences. Participants identify
their own communication style and learn how to adapt successfully to others. Participants also practice active listening skills to decrease
miscommunication and increase cooperation and trust. This interactive, fast-paced program is aimed at employees and managers who want
to improve their communication skills and become better listeners.

Duration: Course Content:


Total hours: 24 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Communication and perceptions
• Communication style differences
Learning Outcomes:
Upon completion of this course, participants will be able to: • Emotional Intelligence
• Communicating to be trusted and respected
• Understand the impact their communication style
has on others • Expressing yourself clearly, without blaming or judging
• Winning over difficult customers or coworkers
• Communicate efficiently and tactfully
• Applying communication skills to customer service
• Understand nonverbal communication • Listening for effective communication
• Maintain constructive relationships in tough situations • Avoiding typical miscommunications
• Effective working relationships
• Elicit cooperation and trust through active listening
• Resolving conflicts skillfully with tact and diplomacy
• Understanding and using the principles of ethical
persuasion
9 Business Skills
Workplace Learning Resource Center

Conducting Effective Meetings


Overview:
Meetings can be a waste of time or a positive, focused and productive work session. This workshop gives managers, supervisors, and team
leaders the skills they need to ensure that meetings run efficiently, generate good decisions and result in clear action. The workshop will also
provide tools for building a focused agenda and handling disruptions with ease and confidence. Participants will learn how to plan, run, and
participate in highly productive meetings that facilitate information exchange and reach desired outcomes.

Duration: Course Content:


Total hours: 4-hour session
• Setting the stage for a positive climate
Learning Outcomes:
• Planning objectives and setting a meeting agenda
At the end of this workshop, participants will be able to:
• Helping participants to come prepared to a meeting
• Practice techniques for fostering a positive meeting climate
• Communicating clearly and assertively during a meeting
• Set meeting objectives and agendas to make meetings more • Enhancing relationships with participants through
productive communication
• Help meeting participants prepare and contribute • How listening and questioning work together during a
effectively meeting

• Develop effective listening and questioning techniques to • Resolving conflict in meeting settings
facilitate information exchange during a meeting • Recognizing barriers to communication
• Deal with disruptive behavior • Improving nonverbal communication skills
• Managing time/tips to keep the meeting moving
• Following up on action items
• Identifying and avoiding things that hinder effective

Conflict Resolution meetings

Overview:
Conflict in the workplace is inevitable, unavoidable, and even healthy if managed effectively. The existence of conflict is not the problem,
but rather how we choose to handle it. We have all experienced the stress that comes from unresolved conflicts. Conflict can cause
irreparable harm to effective working relationships and cost the company loss of productivity. This course will help supervisors, managers,
and employees to distinguish between differences and conflict and identify professional strategies to resolve conflict positively and
proactively.

Duration: Course Content:


Total hours: 30 hours conducted in 3-hour sessions. Program length
• Conflict vs. disagreement
will be tailored to fit the individual company’s objectives.
• Exploring trigger words and actions
Learning Outcomes: • Discovering the barriers to conflict management
Upon completion of this course, participants will be able to:
• Reducing the emotional impact to all the participants
• Recognize their own conflict patterns • Listening to others' points of view for better understanding
• Recognizing that different people deal with conflict in
• Learn how their own attitudes and actions impact others
different ways
• Develop coping strategies for dealing with difficult people • Assess conflict situations/Resolving conflict with dignity
and difficult situations • Expressing needs and problems openly without blame or
criticism
• Spend less time and energy with unproductive conflict
• Determining common ground /How to reinstate trust
• Effectively resolve conflict and enhance productivity and • Mediating disputes between team members
efficiency
Business Skills 10
Workplace Learning Resource Center

Customer Service
Overview:
Delivering customer service that inspires customer loyalty requires a high level of communication skills and a service-oriented mind-set
and behavior. This program is designed for service providers and their leaders who want to build and manage world class service delivery.
Participants will learn to understand customer expectations and guide customer conversations to achieve a superior level of customer
satisfaction and loyalty. They will also learn to problem solve around unreasonable requests and flex between business and human dimensions
of customer interactions.
Duration: Course Content:
Total hours: 40 hours conducted in 4-hour sessions
• Characteristics of exceptional customer service
Learning Outcomes:
• Benefits of customer loyalty
At the end of this course, participants will be able to:
• Understanding and exceeding customer expectations
• Learn techniques to effectively gain customer trust and
confidence • Building internal customer service
• Communicating and listening to your customers
• Understand what customer’s want most in a service
interaction • Problem solving creative solutions to difficult situations

• Use defusing techniques with customers who are angry or • Defusing angry customers
upset
• Learning techniques for service recovery
• Problem solve to address and resolve customers’ concerns • Service attitude
satisfactorily

Delegating
Overview:
Delegation can be an effective tool for supervisors and managers in building team performance. This interactive workshop gives participants
the delegation strategies that will allow them to empower staff members and accomplish more with less. The participants will learn to
identify the right person with the right task and follow up to ensure success. This workshop is aimed at employees and managers who want
to improve their delegation skills to help maximize productivity in the workplace.

Duration: Course Content:


Total hours: 4-hour session
• Repercussions of poor delegation
Learning Outcomes:
At the end of this workshop, participants will be able to: • What, who, when and how

• Identify missed opportunities to delegate • Delegating to a group

• Understand the relationship between delegating and • Checking for understanding


developing others
• Monitoring success
• Identify the right person for the job
• Quality management and accountability
• Effectively delegate assignments
• Overcoming barriers to delegating
• Prevent miscommunication regarding expectations
• Motivation and rewards
• Follow up to ensure success

• Increase awareness of their listening skills


11 Business Skills
Workplace Learning Resource Center

Equal Employment Opportunity Commission (EEOC)


Regulations for Supervisors
Overview:
As an agent of the organization, supervisors and managers should be informed about basic EEOC regulations that impact their roles and
their responsibilities to their staff. This course provides details on how EEOC laws are enforced and includes guidelines to comply with
regulations. Participants will also learn how to prevent discrimination claims.

Duration: Course Content:


Total hours: 24 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Definition of equal employee opportunity laws

• Guidelines for EEOC compliance


Learning Outcomes:
At the end of this course, participants will be able to: • Bona fide occupational qualification

• Understand the basics of essential employment laws • Grounds for discrimination claims against employers

• Avoid questionable actions, comments and inquiries • Benefits of mediation versus litigation

• Distinguish between preventive compliance vs. protective • Four outcomes to EEOC investigations
compliance
• Select the remedies to a discrimination finding
• Know when to defer to HR
• Prevention of employee claims
• Identify ways to prevent employee claims and costly
litigations

Finance for Non-Finance People


Overview:
What is the bottom line? Many organizations measure performance according to dollars and cents and yet many employees have no idea
of the financial realities that underpin their organizations. This program is designed for all employees from non-financial backgrounds who
want to be better equipped to deal with the financial aspects of their jobs. Participants are presented with the basic principles, the standard
practices and the jargon of finance. Participants will learn how everyday business transactions are translated into financial terms, how to read
financial statements and how to set and stay on budget.
Duration: Course Content:
Total hours: 24 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Basic finance and accounting principles

Learning Outcomes: • Introduction to key financial terminology


At the end of this course, participants will be able to:
• Preparing a budget
• Gain a greater confidence with the numbers side of
• Budgeting under different business conditions
their job
• Learn basic financial and budgeting principles • How to read financial statements and reports

• Understand how to prepare a budget • Managing working capital


• Understand financial statements • Using a budget to manage
• Become familiar with the financial realities of business
• Understanding cash flow
Business Skills 12
Workplace Learning Resource Center

Frontline Leadership
Overview:
Being an effective supervisor involves much more than just getting things done. This course is designed for frontline supervisors who wish
to develop their interpersonal and communication skills as well as gain working knowledge and practical techniques of the key aspects of
human resources issues. This course will explore how supervisors can balance between achieving results and developing people.
Duration: Course Content:
Total hours: 40 hours conducted in 4-hour sessions
• Strategies for successful leadership
Learning Outcomes: • Analyzing your own style of behavior
At the end of this course, participants will be able to:
• Developing effective communication skills
• Develop interpersonal skills that are critical to building
strong working relationships • Coaching and developing your employees
• Understand the differences in employees’ behavior styles • Providing constructive feedback
• Recognize positive results to motivate employees • Understanding the performance management cycle
• Set goals and manage priorities
• Conducting performance reviews
• Give constructive feedback
• Resolving conflict and dealing with difficult employees
• Establish performance reviews
• Decision making tools
• Handle conflict in the workplace
• How to set SMART goals and prioritize
• Conduct an interviewing process according to EEOC
guidelines

Goal Setting
Overview:
Goal setting is a key factor in most successful people. This course provides participants with the nuts and bolts of goal setting in a way that’s
easy to understand and easy to accomplish. Participants can apply the techniques learned to many areas in their lives – career and work place,
self-esteem, health and fitness, relationships, communication, and finances. Setting and achieving goals puts participants back in charge of
their lives determining their direction and allowing them to be more productive in all areas.

Duration: Course Content:


Total hours: 4-hour session
• Recognize opportunities to use goal setting process
Learning Outcomes: • Guidelines for successful goal setting in the work place and
At the end of this course, participants will be able to:
in personal life
• Identify goals to be set
• The importance of writing down goals
• Learn to translate goals into intended outcomes
• The characteristics of setting successful goals – specific,
• Understand how to use goal setting to change direction measurable, achievable, realistic, and timely

• Practice techniques to actualize goals • Visualization techniques to realize goals

• Personal action plans


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Workplace Learning Resource Center

Interpersonal Skills
Overview:
The program is designed for all employees who wish to address the interpersonal skills necessary for succeeding in building effective
working relationships to accomplish goals. In this program, participants will discover how perceptions influence interactions and learn to
accept different perceptions. They will also learn how to resolve conflict while maintaining constructive relationships with others. They will
learn to use listening and feedback skills to build understanding and clarify the real issues. The program introduces the techniques to get
results through people.
Duration: Course Content:
Total hours: 30 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • The power of trust and building relationships
• Understanding yours and other people’s personality types
Learning Outcomes:
Upon completion of this course, participants will be able to: • How perceptions influence interactions
• Skills for listening - verbal and nonverbal communication
• Build personal credibility
• Assertive "direct" communication
• Make trade-offs without “losing face” • Expressing yourself clearly, without blaming or judging
• Practice listening skills with coworkers • Resolving conflicts skillfully and effectively

• Develop skills to be assertive • Learning how to be persuasive


• Walking in their shoes
• Communicate appropriately to peers and managers
• Reading nonverbal language
• Develop the appropriate skills for handling conflict
• Learning to view everyone as your customer
• Give and receive feedback appropriately

Interviewing Skills – Employee Selection


Overview:
An organization’s success depends on hiring the right person for the job. Hiring the wrong person can be very costly in terms of time,
money, resources, customer relations, productivity and employee morale. In this interactive and practice-driven workshop, participants learn
how to interview for competencies of the job as well as the behavior and motivations that are needed to be successful in the job. Participants
will be given guidelines on preparing adequately, interviewing expertly, and avoiding the legal pitfalls of an interview. Managers will walk
away with a checklist for one of their specific jobs to aid them next time they interview.
Duration: Course Content:
Total hours: 4-hour session
• Fundamentals of planning a competency-based recruiting
Learning Outcomes: and selection
At the end of this course, participants will be able to:
• Preparing effective job-related questions
• Understand how competencies define the requirements of
the job • Develop an interview job specification worksheet

• Planning for the interview session on the basis of • Questioning techniques to determine fit
competencies • Asking questions to gather past work behaviors
• Conduct goal-directed interviews • The importance of note taking
• Implement consistent recruiting, screening and hiring • Determining what are the legally acceptable questions
procedures
• Skills practice
• Uncover strengths and weaknesses of the interviewee • Evaluation: why ranking interviewees’ answers is important
• Establish a standard for selecting employees

• Avoid legally inappropriate questioning


Business Skills 14
Workplace Learning Resource Center

Leadership Development
Overview:
This course is designed to provide managers with skills to enhance organization goals and improve bottom-line results. During the course,
participants will have an opportunity identify and discover their strengths and the areas that need improvement. This training focuses on
developing the participants’ key leadership abilities and will deliver techniques that result in high-performing individuals and teams.
Duration: Course Content:
Total hours: 40 hours conducted in 4-hour sessions
• Understanding the leadership role and responsibility
Learning Outcomes:
At the end of this course, participants will be able to: • Understanding your own leadership style

• Gain a deeper understanding of their leadership role and • Determining the best communication strategies
responsibility
• Connecting performance goals with the organizational
• Build personal credibility and trust vision
• Set strategic goals to meeting changing needs • Creating and leading a high performing team
• Communicate more effectively up, down and across the
• Influencing others for win-win
organization

• Adapt their leadership style to meet the needs of individual • Coaching for optimal performance
team members
• Delegating for development
• Apply delegation strategies to increase motivation/
productivity • Managing change

• Use effective coaching to maximize team performance • Leading effective meetings and time management

• Problem solving for results

Managing Change
Overview:
In today’s global economy, organizations have to be flexible and change with the business environment in order to remain competitive.
This program helps all change agents to deal successfully with managing change. Participants will develop skills and insight to communicate
the change in a manner that will have positive impact on morale, processes and productivity. By dealing head on with the challenge of
change, participants in the course will develop a personal leadership strategy that will motivate, persuade, and inspire those around them.

Duration: Course Content:


Total hours: 24 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Defining change management

Learning Outcomes: • Developing strategies to create a change adept organization


At the end of this course, participants will be able to:
• Leading change and change champions
• Establish an environment for change • Dimensions and types of change
• Develop an effective strategy to optimize change initiatives
• Preparing for change
• Understand the dynamics of change
• Learn to manage the impact of change
• Understand the importance of commitment and ownership
• Apply strategies to neutralize negative responses to change • Resistance to change

• Draft champions to help facilitate change • Developing a communication plan for change
• Help the organization learn from change • Implementing change
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Workplace Learning Resource Center

Marketing and Sales


Overview:
In today’s competitive market, every employee needs to be able to market their organization’s product or services. Participants in this
program will learn to develop a strategic marketing plan and develop the skills needed to communicate the benefits of their company’s
products and services. They will also learn to identify their target audience and respond to a potential customer’s buying signals.
The content includes the essential elements required to build effective rapport, understand the customer’s needs, and gain commitment
for the sale. The program is for all employees who want to contribute to increasing sales and customer retention levels.

Duration: Course Content:


Total hours: 30 hours conducted in 3-hour sessions
• Role and scope of sales and marketing
Learning Outcomes: • Methods of market research
At the end of this course, participants will be able to:
• Identifying customers – who they are, what they want
• Understand the relationship between marketing and sales
and how they buy
• Develop a marketing plan with actionable sales goals
• Competitors and market trends
• Increase their effectiveness as company sales and marketing
representatives • Determining sales and marketing strategies
• Use principles of persuasion to effectively communicate
• Characteristics of a successful sales person
products and services benefits
• Effective communication for face-to-face/telephone sales

• Managing customer responses

• How to gain commitment to the sale

Motivating/Coaching Employees
Overview:
It’s a given that when you step into a leadership position, you will have to coach others. However, who coaches leaders to be good coaches?
This course provides participants with skills needed to help others they work with to become as successful as possible and raise the bar on
company performance. Topics include motivating for success, turning conversations into opportunities for behavior change, encouraging
continuation of good employee performance, and empowering problem employees to positively respond to performance feedback.

Duration: Course Content:


Total hours: 30 hours conducted in 3-hour sessions
• Coaching as a management function
Learning Outcomes: • How to guide employees toward maximizing individual
At the end of this course, participants will be able to: abilities while contributing to a high performance team

• Create a coaching partnership between you and your • Developing a coaching partnership
employees
• Monitoring success
• Identify daily coaching opportunities • Developing other resources
• Uncover hidden strengths on your team • Goals and methods of coaching

• Transform problem employees into high-performing • What constitutes excellence in coaching?


employees • Improving interpersonal communication skills
• Gain commitment to shared goals • Strategies to deal with conflict

• Effectively use constructive feedback to empower/motivate • Applying personal performance to team performance
Business Skills 16
Workplace Learning Resource Center

Performance Management
Overview:
This course helps managers and supervisors develop the skills needed to create a more holistic approach to performance management,
including activities that ensure goals are consistently being met in an effective and efficient manner. Topics covered include the basics of
performance management and the methods needed for building and implementing a successful process. This course empowers participants
to translate the company’s strategy into actions that can be measured and monitored throughout the organization.

Duration: Course Content:


Total hours: 24 hours conducted in 3-hour sessions
• Establishing performance goals
Learning Outcomes: • Common performance issues
At the end of this course, participants will be able to:
• Observing and providing feedback – nipping it in the bud
• Accomplish and measure the success of organizational
strategy • Evaluating and rewarding performance
• Managing for better attendance
• Build a performance management framework
• Managing the poor performer
• Learn the skills to implement, automate, and customize a
performance management process • Performance improvement / development plans
• Partnerships at work
• Align the organization’s strategic goals to performance
plan • Setting objectives and seeing them through
• Managing your time
• Coaching to performance
• Skills of appraisal and performance review

Presentation Skills
Overview:
One of the greatest fears for people is speaking in front of a group. In this course, participants will learn the skills necessary to build their
confidence and poise to present to any audience. Participants will learn to become comfortable with their own presentation style and learn
to present their ideas with conviction and without fear. Participants will receive tips and techniques on how to turn boring and mundane
presentations into dynamic, inspiring and interactive presentations. Topics will include how to handle especially challenging situations.

Duration: Course Content:


Total hours: 4-hour session
• Fundamentals of a good presentation
Learning Outcomes: • Understanding Adult Learning Theory
At the end of this workshop, participants will be able to:
• Knowing your audience
• Acquire fundamental presentation skills
• Developing and organizing your content
• Tailor the presentation style to the audience
• Understanding different learning styles
• Use relaxation techniques to overcome nervousness
• Using visual aids
• Use voice to project and maintain control
• Creating a learning environment
• Identify adult learning principles and different learning
styles • Handling questions from the audience
• Increase awareness of listening skills • Balance of presenting and participation
• Manage disruptive behavior • Practice presenting skills
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Workplace Learning Resource Center

Problem Solving
Overview:
No matter how carefully you plan your work, problems come up. This program covers how to avoid “quick fixes” and introduces a more
systematic approach to solving problems collaboratively. The participants will learn the basic problem solving process as well as tools and
techniques for when they get stuck on a particularly tough problem. The program allows participants to apply problem solving tools to solve
actual challenges they’re facing in the workplace and fits in as a key element of a continuous quality improvement process.
Duration: Course Content:
Total hours: 30 hours conducted in 3-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Introduction to problem solving
o Qualitative and quantitative problems
Learning Outcomes:
Upon completion of this course, participants will be able to: o Barriers to effective problem solving

• Define the problem from different perspectives o Definition of “problem”

• Quantify the gap that exists between the current state and • Problem Solving Skills
the desired state o Quantifying the gap
• Understand approaches to pinpoint the root causes of a o Uncovering the root cause
problem and steer clear of common pitfalls
o Creating options
• Distinguish between a symptom and an underlying cause
• Decision Making
as well as between a cause and a solution
o The value of consensus
• Collect data to use in problem solving
• Implementation
• Stimulate creative solutions to fix the problem
o Plan of action
• Measure the results
o Team roles and responsibilities
• Demonstrate effective decision-making guidelines

Progressive Discipline
Overview:
This course provides managers and supervisors with basic elements of a sound progressive disciplinary system. It assists participants in
determining when disciplinary action is necessary, what level of discipline is appropriate, and how to administer discipline. Course content
includes the principles of progressive discipline, equitable treatment, past practice, and just cause. This course helps participants evaluate a
situation prior to taking any disciplinary action and also outlines the employee’s right to appeal disciplinary action.
Duration: Course Content:
Total hours: 30 hours conducted in 3-hour sessions
• Progressive discipline description
Learning Outcomes: • Counseling
At the end of this course, participants will be able to:
• Coaching
• Understand the disciplinary process, including employees’ • Progressive corrective action
rights • Communicating following disciplinary action
• Document discipline problems • Performance improvement plan
• Practice communication skills necessary for handling • Verbal reprimand
disciplinary actions • Written reprimand
• Adopt progressive discipline processes that will positively • Suspension without pay
impact productivity • Discipline warning forms
• Termination of employment/firing with compassion
Business Skills 18
Workplace Learning Resource Center

Project Management
Overview:
Effective project management requires organizing resources that are often scarce, managing deadlines, and motivating a high level of team
performance. Participants will learn how to successfully plan, manage, and deliver projects with higher quality, greater value and better
accountability. Topics include how to implement project management processes, maximize leadership skills, and develop the skills to respond
to real-world scenarios. This course offers benefits for people new to project management and those who would like a refresher on project
management techniques.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions • Creating achievable project plans

Learning Outcomes: • Leading project teams/building and managing team


At the end of this course, participants will be able to: effectiveness
• Scope Management
• Develop project plans
• Identifying, assigning and optimizing resources
• Establish monitoring tools to stay fully in command of the • Determining budget
project
• Creating the project time line
• Build in flexibility to adapt to unforeseen hitches • Developing risk management plans
• Decrease rework and better management of workload • Producing the implementation process
• Managing the cost and time estimating process
• Better use of time and resources
• Identifying the project life cycle stages and the key inputs
• Practice the leadership skills needed to get buy-in from and outputs
the team • Managing and responding to changes effectively
19 Business Skills
Workplace Learning Resource Center

Sexual Harassment Prevention


Overview:
How can employers prevent sexual harassment in the workplace? The answer is education and training, not litigation. Every employer
needs to take steps to prevent sexual harassment before it happens. This workshop is designed to help supervisors, managers, and employees
understand the issues involved in sexual harassment and how it can be prevented. Participants will learn how to manage day-to-day
interactions on the job to prevent harassment situations from developing. This practical workshop includes discussions of typical scenarios
that could lead to harassment liability and offers solutions for eliminating them.

Duration: Course Content:


Total hours: 2-3 hour session
• Definition of sexual harassment – legal and practical
Learning Outcomes: • Costs of sexual harassment
At the end of this course, participants will be able to:
• Myths vs. facts of sexual harassment
• Understand the definition and legal aspects of sexual
• Differentiate annoying or unpleasant behavior from
harassment
unacceptable behaviors in the workplace
• Identify what behaviors may constitute sexual harassment
• Identifying appropriate responses to sexually harassing
• Manage interactions on the job to prevent harassment behavior
situations from developing
• Discussion of typical scenarios
• Understand employees rights and responsibilities for a
• How to prevent or eliminate situations that could lead to
harassment free work environment
harassment
• How to report sexual harassment
• Employee rights vs. manager responsibilities
• Obligation to investigate and limited confidentiality

Strategic Planning
Overview:
Forward-looking strategy formulation can make the difference between a profitable business and one that stagnates. Many managers are so
focused on day-to-day tactics and delivering today’s business results that they fail to prepare for long-term success. The ability to develop
operational strategies and to take those business strategies from plan to action sets true leaders apart from their peers. Through an
interactive curriculum, participants will learn strategic business planning and strategy formulation. The entire strategic planning process is
covered in detail from the basics of strategy formulation to the implementation of business strategies in the “real world.”
Duration:
Total hours: 24-hour session conducted in 3-hour sessions Course Content:
Learning Outcomes: • Fundamentals of strategic planning principles
At the end of this workshop, participants will be able to:
• Understanding strategic planning process
• Learn the key analytical and conceptual approaches to
strategic planning • Connecting to the company’s vision, mission and objectives

• Align the department with the company’s strategic goals by • SWOT Analysis exercise
integrating strategy, objectives, metrics and performance
• Developing a competitive advantage business plan
• Experience a SWOT (strength, weakness, opportunity,
threats) analysis • Development of company and departmental strategic links

• Create a business plan including long and short-term goals, • Strategic links
resource planning, and deliverables to gage progress toward
the end goal
• Learn key analytical and conceptual processes
Business Skills 20
Workplace Learning Resource Center

Stress Management
Overview:
The demands in today’s workplace are greater and more challenging than ever before. If employees are to remain energized and passionate
about the work they do, despite these growing demands, it is critical that they understand how to effectively deal with the stress that is part
of the workplace and how to avoid reaching the point of burnout. This course is designed to acquaint the participant with key elements of
stress management. Topics include the recognition of stress, causes of stress, and the techniques to manage stress in order to have a more
productive professional and private life.

Duration: Course Content:


Total hours: 4-hour session
• How stressed are you?
Learning Outcomes:
At the end of this workshop, participants will be able to: • What is stress?

• Recognize the symptoms of stress • What does stress do to us?


• Identify stressors
• Why are we stressed?
• Diagnose their own stress condition
• Learn ways to manage stress • Identifying stressors in our lives
• Discuss ways to maintain or recapture enthusiasm for work
• Stress buster activity

• Balancing act

• Managing stress

• Building skills to manage stress


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Workplace Learning Resource Center

Taking Corrective Action


Overview:
This highly interactive workshop is aimed at supervisors and managers who want an introduction or review of the progressive discipline
process. Participants will be coached on how to take increasingly more serious steps or measures when an employee fails to correct a problem
after a reasonable amount of time and support has been given. Participants will learn to follow due process in applying the underlying
principle of sound progressive discipline, which is to use the least severe action necessary to correct an undesirable situation.
Duration: Course Content:
Total hours: 4-hour session
• Guidelines of progressive discipline
Learning Outcomes:
At the end of this course, participants will be able to: • Typical progressive discipline steps: oral, written,
suspension, termination
• Understand and apply the fundamentals of progressive
discipline • Essential elements of each progressive discipline step

• Document the process and results • Tips on modifying the unacceptable behavior and
improving performance
• Improve communication techniques to modify
unacceptable behavior • How to communicate acceptable behavior and
performance standards
• Prevent lawsuits regarding wrongful termination
• How to inform employees of the consequences of failing
to comply

Team Building/Team Leadership


Overview:
The most successful organizations are built on teamwork. In this highly interactive program, team leaders will learn the critical components
for developing a high performing team. Participants will learn strategies for aligning goals with team performance. They will also learn
to optimize the synergy from team dynamics for creative problem solving. Positive teamwork helps to increase morale, efficiency, and
productivity. This course is for all employees involved in teams – virtual teams, project teams, and task forces. The focus of this program is
to establish a self-perpetuating team which can improve decision-making processes, resolve conflict, and enhance customer service.
Duration: Course Content:
Total hours: 40 hours conducted in 4-hour sessions
• How to build a successful team
Learning Outcomes:
At the end of this course, participants will be able to: • Characteristics and principals of effective teams

• Develop a new appreciation for collaboration • Establishing desired goals


• Communicate goals to the team • Building trust and establishing norms
• Motivate and coach team members
• Communication among teams members
• Build stronger teams
• Improve decision making abilities • Developing group cohesiveness

• Resolve conflict • Challenging teams to solve problems


• Achieve goals using teamwork that at first seemed
• Turning teams around (refueling and redirection)
impossible
• Four stages of team development

• Applying team building learning to real workplace


scenarios
Business Skills 22
Workplace Learning Resource Center

Time and Priority Management


Overview:
This workshop is designed for managers and employees who wish to understand the benefits of time management and take control of
multiple priorities with greater ease. The course enables participants to understand the processes which will make them more effective while
minimizing activities which “steal time” and reduce personal productivity and the sense of achievement. Participants will learn skills which
will improve planning, assertiveness, setting priorities, decision making, communication skills, and e-mail, office, and paper management.

Duration: Course Content:


Total hours: 24 hours conducted in 3-hour sessions • Setting your essential priorities

Learning Outcomes: • Setting goals and planning for success


At the end of this course, participants will be able to:
• Identifying time wasters
• Prioritize goals
• Organizing to increase productivity
• Manage multiple priorities
• Handling and organizing your e-mail
• Learn scheduling strategies to increase effectiveness and
productivity • Organizing your office and your workstation

• Identify ways to deal with distractions and eliminate • Daily Planning


interruptions
• Mind mapping
• Enjoy a more balanced lifestyle
• Decision making
• Feel more in control of their daily activities
• Managing meetings
• Reduce the stress which results from a lack of effective
time planning • Effective delegation

• Controlling telephone time

• Learning to set boundaries


23 Business Skills
Workplace Learning Resource Center

Valuing Diversity/Intercultural Communication


Overview:
Valuing and respecting the variety of perspectives all people bring to the workplace translates into a competitive business. This workshop
will explore the idea of diversity through the lens of cultural programming and the impact of culture in the workplace. Participants will be
offered practical skills to raise awareness, increase sensitivity and improve intercultural communication skills. A commitment to work place
diversity and inclusion helps businesses create a safe and meaningful environment in which people can be creative and thrive.

Duration:
Total hours: 8-hour session

Learning Outcomes:
At the end of this course, participants will be able to:

• Understand what diversity is

• Understand the importance of culture in people’s


perspectives

• Analyze their own perceptions on diversity

• Behave in ways which value diversity

• Communicate more effectively with people of other


cultures

• Increase awareness and skills to enhance service delivery,


meet customer needs and improve teamwork

• Practice the skills necessary to successfully manage


diversity conflict in the workplace as it arises

Course Content:

• Definition of workplace diversity and diversity


management

• Cultural programming

• Understand your own perceptions and bias

• Strategies for intercultural communication

• Non-English speaking employees

• Ask respectful questions to clarify misunderstandings

• Creating and maintaining inclusive workplaces

• Building mutual respect and expressing empathy

• Good intentions and unwelcome effects

• Understanding differences in conflict resolution styles

• Consider options
Computer Skills 24
Workplace Learning Resource Center

Database (Access)
Overview:
This valuable program focuses on Microsoft Access database management with an emphasis on solving business problems.
Through step-by-step instructions, participants are introduced to PC-based database tools and all the major components in this
Windows-based environment. The course is designed for people who want to learn what’s involved in establishing a database business
solution from beginning to end.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to database concepts

Learning Outcomes: • Fields and measurability


At the end of this course, participants will be able to:
• Table integrity
• Understand the capabilities of Access
• Relational databases
• Create databases and tables
• Data-based design techniques
• View and edit data • Table creation

• Data entry form design and creation

• Viewing and editing data

• Query design

• Generating a report

E-Commerce (Web Tools, Security, Business Plans)


Overview:
This course explores E-commerce techniques both from a local and global perspective, using practical exercises and case studies.
The program is designed for participants who want to gain an understanding of the nature and types of E-commerce, learn how to develop
a business plan, and understand how to use web-based tools, and ensure security. The topics covered encompass a broad spectrum of
disciplines – from marketing to network security to customer service.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to E-commerce concepts, issues, and
vocabulary
Learning Outcomes:
• Development of viable plans for an online business
At the end of this course, participants will be able to:
• Introduction to business planning – creating a clear vision
• Create E-commerce business plans
and understanding of basic business principles
• Understand web-based tools and the practical applications
• Exploration of how companies handle E-Commerce
necessary to participate in an E-commerce business
transactions
• Understand security issues
• Comparison of E-Commerce products and services such as
payment processing services and live help services

• Use of the Internet as a resource for finding current news


related to E-Commerce developments

• Understanding security issues related to E-commerce


25 Computer Skills
Workplace Learning Resource Center

Help Desk (User, Service Skills, Troubleshooting)


Overview:
This program enhances the skills that participants need to be successful working a Help Desk as a network administrator and technician.
The course uniquely prepares the support specialist to keep the customer productive by focusing on the customer’s business needs,
establishing credibility and trust, and by handling the most difficult customer scenarios. Emphasis is given to problem solving and
troubleshooting, team dynamics, and interpersonal communication skills. It also provides a broad overview of the back-office operations
including the common industry tools and technologies used in providing exceptional customer support.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to the support industry

• Understanding customer satisfaction


Learning Outcomes:
At the end of this course, participants will be able to: • Essential communication skills
• Troubleshoot customer’s computer problems using effective • Dealing with difficult customer-service situations
problem solving skills
• Tools, technologies, problem solving, and processes
• Demonstrate effective communication skills and handle
challenging behaviors • Overview of network administration
• Demonstrate knowledge of available Help Desk tools • Understanding computer telephony integration

• Creativity and problem-solving

• Process integration

• Troubleshooting computer problems

Internet (Browsers, E-mail, MS Outlook)


Overview:
This course is aimed at participants who wish to explore different aspects of the Internet and learn how to use e-mail more effectively.
The instructor provides a hands-on introduction to the Internet and will cover the concepts of the World Wide Web and its resources
including basic Internet tools. The course will introduce a variety of Internet applications and advanced search techniques. Participants will
learn to browse library catalogues and reserve books, communicate with and trace the route to the Internet provider, configure
e-mail, learn Microsoft Outlook basics for handling e-mail, and how to protect computers from viruses.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to the Internet

• Background, structure, connections, and service providers


Learning Outcomes:
• Anatomy of URLs/Web browsing and searching/
At the end of this course, participants will be able to: bookmarks
• Use e-mail and the Internet as a powerful on-line • File transfer
communication and research tool
• E-mail using Microsoft Outlook/Address book
• Have fun surfing the Internet with ease, confidence and
efficiency • The mail window/mailing actions/organizing mail

• Gain insight into how the Internet can open up on-line • Mail and news preferences
opportunities for learning, business, employment as well as
communications and research • Signature file

• Mailing lists
Computer Skills 26
Workplace Learning Resource Center

Microsoft Office
Overview:
This important training program teaches the skills that participants must acquire to be successful in using the Microsoft Office suite
of programs. Participants receive hands-on training from an experienced instructor on the most widely used Microsoft Office programs.
The course is designed for people who want to receive training on the basics of Word, Excel, Access, Power Point, and Outlook.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Word – the basics and more
• Creating and saving documents
Learning Outcomes:
At the end of this course, participants will be able to: • Formatting paragraphs
• Tracking changes in documents
• Successfully understand and use Microsoft Office’s suite of
• Microsoft PowerPoint
software office productivity products
• Creating a presentation
• Effectively perform basic functions in Word, Excel, Access, • Microsoft Access
PowerPoint, and Outlook • Database management
• Using tables and sub-forms
• Managing databases
• Microsoft Outlook
• Jumping into your e-mail
• Microsoft Excel
• Setting up a worksheet

Multimedia
(Adobe Illustrator and Photoshop, MS Publisher, and Visio)

Overview:
This exciting course is designed for participants who are interested in pursuing a career in graphic design or who want to enhance their
creative ability in using graphic design programs for multimedia. In a fast-paced, hands-on learning environment, the instructor will
introduce a creative tool kit of print and graphic design computer programs and techniques.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Design fundamentals/typography
• Introduction to Adobe Illustrator – templates,
Learning Outcomes: drawing paths, auto-tracing, blending features, gradient
At the end of this course, participants will be able to: meshes, wrapping type, shape and pen tools
• Introduction to Adobe Photoshop – construction of
• Use the basic tools used in web, motion, print, and professional images, calibration and color correction,
photography masking, and special effects
• Dreamweaver – designing, uploading, and remotely
• Understand fundamental skills necessary for graphic design managing web sites, web languages, and site management
• Freehand – creating striking illustrations, logos,
• Become knowledgeable about the creative process and core brochures, and web-graphics
elements of graphic design for electronic and print media • Flash – creating visually attractive vector and
animation-based web sites and page elements
• MS Publisher – producing professional looking
publications
• Visio –visualizing communicating complex information
27 Computer Skills
Workplace Learning Resource Center

Operating Systems (Windows, Mac)


Overview:
This fast-paced, practical course is aimed toward participants who want to acquire the fundamental knowledge and skills required to work
efficiently with two main operating systems, Windows and Mac. Participants will gain experience in file management, system tools, software
installation, troubleshooting, maintenance, cross-platform issues, and File Transfer Protocol. The course relates Mac support tasks to those
activities also performed on Windows systems.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Operating system fundamentals

Learning Outcomes: • Operating system files and commands


At the end of this course, participants will be able to:
• Operating system utilities and commands
• Understand the basic theories of both operating systems’
structure and how an operating system manages the • Managing and upgrading the Windows operating system
computer system
• Managing and upgrading the Mac operating system
• Be able to install and troubleshoot Windows and Mac
• Managing files and folders
• Configure PCs and Macs for networking access and to
• Installing Mac and Windows and performing basic system
provide network services
and user account configurations
• Performing ongoing maintenance tasks including
monitoring workstations, backing up systems, and using
images to deploy systems

Presentation Tools (PowerPoint)


Overview:
For many people, knowing how to use PowerPoint is one of their most important job skills, however, they understand only a fraction of
what it has to offer. Through this dynamic course, discover the tips and tricks of experts to create exciting presentations that will hold
the audience’s interest. Learn how to be more efficient when creating presentations. Add images and drawing objects to engage all the
senses of your audience. Master the skills needed to easily and efficiently prepare flyers, overhead transparencies, illustrated notes, and
screen presentations.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
• Introduction to PowerPoint
length will be tailored to fit the individual company’s objectives.
• Creating a presentation
Learning Outcomes: • Using drawing tools
At the end of this course, participants will be able to:
• Creating speaker notes
• Be efficient and creative in creating PowerPoint • Using the outline tab
presentations • Adding clip art and word art
• Format and manipulate text and graphics • Creating graphs and charts
• Selecting templates and creating your own
• Create animations and transitions
• Understanding slide show options
• Saving presentations for Internet viewing
• Working with multimedia
• Inserting data from other Microsoft Office programs
• Building interactive presentations
Computer Skills 28
Workplace Learning Resource Center

Project Management (MS Project)


Overview:
Today’s project management is a professional discipline, with a body of knowledge and a specific set of skills. This program equips
participants with the skills they need to manage projects competently and professionally through MS Project. The course is designed for
people who have an understanding of project management concepts, who are responsible for developing project plans, or who need a tool to
manage projects.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Fundamentals of project management

Learning Outcomes: • Planning the project – defining scope and developing


schedule
At the end of this course, participants will be able to:
• Task entry and linking
• Use MS Project to identify the steps involved in project
• Resource entry/working with resources
planning
• Outlining and task relationships
• Successfully work with sub tasks, assign resources and
• Linking tasks and critical path
schedules and use different views
• Working with project costs
• Sort and filter project information effectively
• Resolving time and resource restrictions
• Controlling project execution
• Working with views
• Displaying project data
• Using drawing tools
• Printing and reporting
• Updating the project
• Sorting and filtering data

Spreadsheets (Excel, QuickBooks)


Overview:
This information-packed course guides participants in a step-by-step process through the use of everything from basic accounting
spreadsheets through advanced financial management techniques and functions. Managers, employees, and small business owners will
gain a solid foundation in using Excel and QuickBooks to handle financial processes for personal or business accounting.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Entering, formatting, and editing data
• Working with formulas
Learning Outcomes:
• Changing the page setup
At the end of this course, participants will be able to:
• Using Excel Database features
• Easily manage personal or small business finances by • Creating Template Documents
through proficiency in Excel and QuickBooks
• Creating pie, bar, and line charts.
• Understand spreadsheet software essential for financial and • Introducing/customizing QuickBooks
data analysis
• Working with lists
• Create and format documents and templates used in • Preparing and interpreting important financial statements
accounting • Tracking customers, sales, vendors and expenses
• Purchasing and managing inventory
• Setting-up and using payroll
29 Computer Skills
Workplace Learning Resource Center

Web Development (Design, ColdFusion, HTML, JavaScript)


Overview:
This course is for people who want to learn the basics of designing and developing a Web site. Participants will take a look at design
issues specific to Web-based presentations, learn Web page layout, effective navigation, and delve into the design process. An experienced
instructor will introduce participants to the structure of HTML documents, good markup techniques, and validation concepts. In
addition, participants will learn the fundamentals of JavaScript as a web programming language as well as gain experience in ColdFusion
programming.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
• Web design – using graphics, color and fonts for Web
length will be tailored to fit the individual company’s objectives.
pages as well as working with tables
Learning Outcomes: • Accessibility issues – domains and clients
At the end of this course, participants will be able to:
• Structure of HTML documents, good markup techniques,
• Learn the fundamentals of basic Web design and and validation
programming techniques • Using ColdFusion to build interactive, data-driven Web
applications
• Build dynamic, interactive, data-driven Web applications
• JavaScript as a web programming language
• Understand accessibility issues and working with domains
• Basic programming concepts for using and writing
and clients
JavaScript
• Creating interactivity using JavaScript with text and
graphics

Word Processing (MS Word – Various Levels, Voice Recognition)


Overview:
This course is for people who want to develop or advance their skills in word processing and use speech-recognition software to create
professional business documents. A skilled instructor will present step-by-step instructions to guide participants through advanced
formatting and word processing functions that can be easily integrated into realistic business practices.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Foundation skills in creating and editing Word documents
• Creating forms and using macros
Learning Outcomes: • Creating Web pages
At the end of this course, participants will be able to:
• Managing documents
• Use word processing applications and office suite software • Tracking changes
to prepare professional business documents
• Creating an outline and a table of contents
• Become adept in advanced formatting and word processing • Creating references within a document
functions
• Changing general, view, and user information options
• Develop basic skills in using speech-recognition software • Inserting a picture from a file
• Modifying printing, editing and saving options
• Editing security options
• Adding captions
• Changing options for spelling and grammar
• Speech and language tools
• Installing/configuring/training/using speech recognition
Continuous Improvement 30
Manufacturing Skills Center for Competitive Applied Technologies

Air Conditioning and Refrigeration


Overview:
This valuable program provides participants with the entry-level skills necessary to understand the basics used by field service technicians
for air conditioning, heating, and/or refrigeration, as well as facilities or plant maintenance. Participants receive theory through classroom
instruction plus hands-on learning involving the installation, maintenance, and repair of heating, cooling, and refrigeration equipment in
residential, commercial, and industrial buildings.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Interpreting technical materials: codes and regulations,
installation, maintenance, and service manuals, flowcharts,
tables and graphs.
Learning Outcomes:
At the end of this course, participants will be able to: • Applying math concepts to perform service duties

• Understand the process of the installation and servicing • Familiarization with refrigeration tools
of residential and commercial heating and air conditioning
units and commercial refrigeration • Heat transfer, temperature, pressure, electricity, and
magnetism
• Understand the use of hand tools and test instruments
used in the industry • Concepts of electrical measurement, chemical reactions,
and physical and chemical properties of refrigerants and
• Practice using test equipment, such as meters, to hydrocarbons
troubleshoot systems and isolate problems
• Troubleshooting techniques

Automation
Overview:
This program is designed for maintenance, designers, and any other workers involved in the development or maintenance of automation
machinery. An experienced instructor will provide hands-on instruction so participants gain a working knowledge of automation practices
with a focus on digital or sequential automation. Participants will be introduced to a range of automation components, including methods
of developing and communicating automation concepts.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Construction, uses, and control of sensors, actuators,
motors, and control hardware used in sequential
Learning Outcomes: automation
At the end of this course, participants will be able to: • Develop and communicate automation and logic concepts
• Understand and operate a range of automation and designs
components • Using logic in switching sequences, ladder diagrams, and
pneumatic circuits
• Use several methods of developing automation
concepts • Solving logic problems by designing and building
pneumatic control solutions
• Design, build, operate, and debug control circuits in
pneumatic logic and relay or PLC ladder logic • Introduction to Robotics
31 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Blueprint Reading
Overview:
This course focuses on the basic principles involved in reading and interpreting industrial blueprints including symbols and standards,
terminology, manufacturing process notes, and other related technical information. Participants will learn principles they can apply to both
mechanical and CAD produced drawings. Emphasis will be placed on orthographic projection and visual perception of drawings used in
industry. Topics covered will include dimensioning, tolerancing, sectioning and the understanding of auxiliary views. In addition, math,
sketching and metrology will be reviewed.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Measuring and measurement

Learning Outcomes: • Interpreting the industrial print


At the end of this course, participants will be able to:
• Understanding orthographic projection
• Read and interpret industrial blueprints
• Dimensioning basics
• Define an orthographic view
• Dimensional tolerances
• Understand how to use scale information on a print
• Auxiliary, rotated, and sectional views
• Explain tolerance information on a print
• Pictorial drawings
• Identify how to indicate dimensions
• Assembly drawings

CAD/CAM
Overview:
This course is designed for people who want to understand the fundamentals of Computer Aided Manufacturing (CAM). With the help
of an experienced instructor, participants will explore computer technologies, Computer Aided Design and Drafting (CADD), Computer
Numerical Control (CNC) Programming, Automated Manufacturing, Integrated CAD/CAM and Computer Integrated Manufacturing.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to CAD/CAM

Learning Outcomes: • Computer terminology/technologies


At the end of this course, participants will be able to:
• Computer Numerical Control (CNC)
• Identify computer system hardware on microcomputers
• Computer Aided Design Drafting
and mainframe computer systems
• Blueprint reading
• Understand computer software, including high level
languages, operating systems, database management • Computer Aided Manufacturing (CAM)
systems, and application software

• Create points, lines, circles, dimensions, and notes on a


2-dimensional Computer Aided Drafting System

• Write a word address computer numerical control program


to perform point-to-point drilling and milling operations
that would produce projects or exercises within the
tolerance specified on blueprints

• Input, edit, and print computer numerical control programs


on microcomputer systems
Continuous Improvement 32
Manufacturing Skills Center for Competitive Applied Technologies

Computer Numerical Control (CNC) Programming


Overview:
This course is for people who want to learn the fundamentals of Computer Numerical Control (CNC) machine programming for
machining centers, and lathes. Basic concepts in CAM software usage to design, edit, and verify CNC programs by displaying tool paths
will be covered. CNC programming techniques to produce geometric shapes with the guidance of an experienced instructor is provided.
Participants will practice machine set-up and operation as well as work on course projects to design and program a product.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to CNC machines and programs

Learning Outcomes: • Programming preparation, process planning, understanding


At the end of this course, participants will be able to: machine geometry, and machine setup

• Understand the application CNC programming for • Helical motion, scaling, mirror image, and canned
machining centers and lathes milling cycles

• Program, setup, and operate multi-axis machine tools • Macro programming techniques

• Design CNC programs using computer aided • Computer aided programming application exercises
programming software
• Machine tooling, and fixtures
• Understand parametric programming to program complex
• Machining applications and using DNC (Digital systems
three- dimensional surfaces
33 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Coordinate Measuring Machine (CMM)


Overview:
This information-packed program provides an understanding and application of fundamental use of precision coordinate measuring
machines (CMMs). Through lecture and demonstrations, participants will learn the application and practical use of the CMM in the
precision manufacturing environment. The program is designed for manufacturing engineers, technicians, and machinists concerned with
machine tools productivity and purchasing specifications.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • CMM Terminology

Learning Outcomes: • Thermal effect on CMM accuracy


At the end of this course, participants will be able to:
• Selection of measurement instrumentation
• Understand the accuracy parameters of the CMM
• CMM programming and establishing repeatability
• Basic part set-up methodologies and establishing Datum procedures
points
• Using the CMM for SPC data collect
• Basic CMM programming
• CMM software
• Differences and application of Cartesian verse Polar modes
in part measurements and geometry • Basic Geometric Tolerancing and True Positioning

Design Software Systems for Manufacturing


Overview:
Learn the fundamentals of design software systems such as AutoCAD, CATIA, ProEngineering, and others from experienced instructors
who can guide you through understanding the software packages that will allow you to create and define 3D modeling for use in
manufacturing applications. Various software applications are available and instruction can be customized to your specific design software
application. Design, manufacturing, and prototyping applications valuable to engineers and technicians will benefit from this program.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • 3-D modeling system overview

Learning Outcomes: • Creating basic assemblies, Bill Of Materials (BOM), and


At the end of this course, participants will be able to: detailed parts

• Understand system structure and three-dimensional (3-D) • 3-D work with solid models based on wire frame profiles
geometry creation and manipulation created on sketch planes

• Development of solid and surface modeling techniques • Functions of the part design, generative shape, and drafting
modules
• Learning the programming and capabilities applicable to
your software application and expand usage of the system • Dimensioning and Tolerancing function and features
throughout your engineering and manufacturing operations
• Design analysis and simulations
Continuous Improvement 34
Manufacturing Skills Center for Competitive Applied Technologies

Electronics
Overview:
Learn the skills you need to succeed as an electronics service technician or troubleshooter in the growing field of computer, office, and
industrial machinery. This is a great skills-training course that focuses on electronic instruments and measurements, reactive circuits,
electronic components, basic electronic circuits, and electronic systems. An experienced instructor will provide participants with step-by-step
instruction in electronics hardware, capacitors and inductors, alternating current, transformers, and amplifiers. In addition, you will receive
training in resonant circuits, electronic sensors, audio and RF circuits, oscillator and feedback waveforms, and more.
Duration:
Total hours: 20 hours conducted in 4-hour sessions. Program length • Oscillators
will be tailored to fit the individual company’s objectives.
• Fiber optic and optoelectronic components
Learning Outcomes:
At the end of this course, participants will be able to: • Electronic sensors

• Apply the skills learned to work as an electronic service • Modulation and detection circuits
technician
• Electronic devices and amplifiers
• Choose the right type of testing equipment for a particular
• Using basic oscilloscopes
electronic application
• Audio and RF circuits
• Interpret and work with specifications and tables used
to identify component parts such as resistors, capacitors, • Oscillator and feedback waveforms
inductors, and semiconductors
• Electronic power supplies
• Locate causes of trouble in basic electronic circuits
• Resonant circuits
• Use a meter to make both out-of-circuit and in-circuit tests
on typical electronic components • Pulse generators and techniques

Course Content: • Wave shaping circuits

• Introduction to electronics and electricity • Timing and synchronization

• Conductors, insulators, and batteries • Pulse circuit applications

• Circuit analysis and ohms law • Logic circuit fundamentals

• Using a multimeter • Linear and digital integrated circuits

• Switches • Troubleshooting linear and digital IC systems

• Magnetism and electromagnetism • Industrial computer fundamentals

• Capacitors and inductors • Digital and analog systems

• Basic semiconductor components • Software and programming systems

• Alternating current • Computer-aided control

• Transformers • Interfacing principles


• Reactance and impedance

• Resonant circuits

• Rectifiers and power supplies

• Amplifiers
35 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Fiber Optics
Overview:
This course is designed for designers, installers, and users of fiber optic products who desire a fundamental knowledge of fiber optic theory,
codes, standards and practices widely accepted in the telecommunications industry today. It’s ideal for those who install or for those who
supervise the design or installation of fiber optic systems. The course can be structured for each unique application -- telecommunications,
cable television, access, local and wide area networks, wireless networks, intelligent transportation systems (ITS) and power utilities.
Duration: Course Content:
Total hours: 20 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Fiber optic connector installation and acceptance testing

Learning Outcomes: • Data center optical network design


At the end of this course, participants will be able to:
• Fiber optic cable installation in a local area network
• Understand fiber optic products environment

• Select or install fiber optic products • Mechanical splicing, connector installation and
acceptance testing
• Design systems
• Cable placement, fusion and mechanical splicing, cable
• Carry out fiber optic fusion and mechanical splicing termination (connector installation and pigtail splicing)
• Install fiber optic cable in a local area network • Use of equipment, hardware and procedures

• Identifying each application's unique needs:


telecommunications, cable television, access, local and wide
area networks, wireless networks, intelligent transportation
systems (ITS) and power utilities

Geometric Dimensioning and Tolerancing


Overview:
The updated ASME Y14.5M - 1994 (reaffirmed 2004) standard on dimensioning and tolerancing reflects a culmination of changes
extending over 12 years. This course is designed to focus the new standard on the participants’ own applications and to apply GD&T
functionally from the viewpoints of the designer, manufacturer, and inspector. The underlying philosophies of how, when, and where to apply
geometrics, along with common sense tips for producing quality products are covered. Emphasis is on the basics to advanced applications
along with the changes made to the standard, all related to the client’s setting and applications.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Benefits of using ASME Y14.5 M - 1994

Learning Outcomes: • Part designs and drawing interpretation standards


At the end of this course, participants will be able to: • Inspection methods
• Understand GD&T methodologies and applications • Functional gaging and techniques
• Decrease part rejects by reducing part drawing
• Geometric symbols and applications
interpretation errors
• Apply different methods of inspecting GD&T • Graphical inspection analysis
• Increase effectiveness at communicating design • Tolerance stack up analysis
requirements
• True Positioning concepts and applications
Continuous Improvement 36
Manufacturing Skills Center for Competitive Applied Technologies

Hydraulics
Overview:
This course provides a solid understanding of basic hydraulics and is designed for anyone dealing with fluid power applications.
Participants will increase their knowledge of the basics, become better troubleshooters, learn basic maintenance, and gain confidence from
hands-on learning experiences.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Hydraulic principles and laws

• Pumps
Learning Outcomes:
At the end of this course, participants will be able to: • Hydraulic motors

• Cylinders
• Understand the proper installation of components and fluid
conductors • Fluids

• Be more informed about the equipment they repair, • Flow controls


produce, or operate
• Auxiliary devices
• Understand how to diagnose problems
• Pressure controls
• Learn the functions and limitations of hydraulic systems • Directional controls

• Transmission lines/fittings

• Basic circuits

• Preventive maintenance

• Troubleshooting – actuators, valves, and pumps

Reduced
“As a result of the training we received from the El Camino College Business Training Center,
Tri-Star has documented more than $1.4 million in savings and experienced a significant reduction in
employee turnover.”
Sylvia Smullen
Human Resources Director

Turnover
Tri-Star Electronics International, Inc.
El Segundo, CA
37 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Lean Manufacturing, Kaizen, and 7S


Overview:
This course clearly demonstrates how the powerful concepts of Lean Manufacturing, Kaizen, and 7S can greatly benefit both small
and large companies. It will also show the participants how many specific Lean tools can be adapted to operate in their environment.
Participants will walk away with specific ideas they can implement immediately to make real improvements that result in reducing waste
and increasing profits. Lean principles apply to organizations of all sizes and sectors including healthcare, office and administration, service,
manufacturing, mining, aerospace, food processing, high tech, medical technology, and government organizations.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Lean enterprise and change management

Learning Outcomes: • Lean simulation: the pull system


At the end of this course, participants will be able to:
• Teambuilding and waste identification
• Understand how Lean principles can transform
your company’s thinking and make your • 7S and Kaizen
organization more competitive
• Visual controls
• Lead the company in implementing Lean, Kaizen,
and 7S
• Auditing individual work areas

• Apply Lean techniques to manufacturing,


• Consensus model – getting the work out
operations, and support areas to reduce costs,
inventory, waste and lead times, as well as
improve cycle times, quality, response times
and customer satisfaction

Machining (Machine Shop) Fundamentals


Overview:
This program provides training in basic machining skills and is designed for participants who want to learn how to safely use and maintain
basic machine tools. The course includes the operation of machine tools such as lathes, milling machines, saws, grinding machines, drilling
and boring machines, planers, precision-measuring tools, hand and power tools, and the related attachments and accessories, including
machining, selection, use and maintenance of cutting tools. The instructor exposes participants to all aspects of safety that must be complied
with when working in a machine shop environment.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Fundamentals of hand tools

• Fundamentals of machine tools


Learning Outcomes:
At the end of this course, participants will be able to: • Internal and external threading (cutting)

• Safely use and maintain hand tools • Layout and fabrication process procedures

• Operate and maintain basic machine tools • Dimensional measurement tools

• Understand and practice safety when working in a • Operator safety and PSE (Personal Safety
machine shop Equipment)

• Trouble shooting

• Basic machine maintenance

• Basic machining techniques


Continuous Improvement 38
Manufacturing Skills Center for Competitive Applied Technologies

Materials Management
Overview:
Effective management of materials from demand to use is critical in today’s globally competitive environment. This training is focused
on materials management in a production-manufacturing environment and provides core principles of inventory control and materials
planning. Training can include basic principles of lean manufacturing and how to transition from centralized order & inventory processes to
point-of-use or supermarket systems.

Duration: Course Content:


Total hours: 8-40 hours conducted in 4, 6, or 8 hour sessions.
Program length will be tailored to fit the individual company’s • Materials Management 101 – the basics of managing
objectives. materials
Learning Outcomes: • MRP and ERP, management of data
At the end of this course, participants will be able to:
• Inventory management techniques and strategies
• Understand Materials Requirements Planning (MRP) or
Enterprise Requirements Planning (ERP) systems • Transition to Lean, how to implement supermarkets,
point-of-use, and other inventory management processes
• Understand the inputs/outputs and risks of inefficient data and still keep control
management in materials management planning
• Basics of supply management processes and strategies
• Understand various methods and techniques of materials
management • Master planning best practices

• How Lean projects impact the management of materials • Integrating new technologies in data management or
and how to facilitate a transition to a Lean environment manufacturing production processes and inderstanding
their impact to scheduling
• Supplier input and risks to a production schedule and
how to improve flow through data systems such as EDI
(Electronic Data Interchange)

Cost
“Dependable Hawaiian Express, Inc. improved its productivity and quality of work, thereby reducing
the number of complaints by 15 percent. Additionally, employees are more satisfied with their job, the
employees have a renewed sense of pride and ownership to their work. We’ve also seen an eight percent
reduction in turnover. We contribute these changes to the training received through El Camino College.”

Savings
Cammie Laster
Vice President,
Corporate Training Quality and Services
Dependable Hawaiian Express
Rancho Dominguez, CA
39 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Material Requirements Planning (MRP)


Overview:
MRP calculates and maintains an optimum plan based on master production schedules, sales forecasts, inventory status, open orders, and
BOM (Bill Of Materials). If effectively managed, a MRP system will improve cash flow and profitability for any manufacturing company.
MRP will facilitate proactive management of a manufacturing system and facilitates growth by effectively managing capacity.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Overview of MRP inputs, outputs, and
processing logic
Learning Outcomes:
• Nature of demand
At the end of this course, participants will be able to:
• How MRP fits in with other elements of an
• Understand and utilize a Master Production
integrated system
Schedule (MPS) in production planning
• Bill of Material overview and role in MRP
• Use the BOM and understand its impact to the
MPS and lead times • Lead time overview and role in MRP
• Understand supplier lead time linkage to the • Basic MRP functions
BOM and identify risks
• Gross and net requirements
• Optimize QOH (Quantity On-Hand) and learn
other inventory efficiency techniques including
one-piece-flow and its impact to planning

• Understand Safety Stock and Scrap Rates


including how unpredictable manufacturing
processes impact production schedules

Cost
Savings
Continuous Improvement 40
Manufacturing Skills Center for Competitive Applied Technologies

Motor Controls, Switching, Panel


Overview:
This hands-on program is aimed at people who are training in electrical maintenance or who work in the field and want an opportunity
to review the basics. The program enables participants to understand the fundamentals of basic controls, overload and time delay relays,
schematic symbols, wiring diagrams, starting methods for squirrel cage, wye-delta, synchronous, and wound rotor controls; and installing
and trouble shooting techniques.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions.
Program length will be tailored to fit the individual company’s • Fundamentals of motor controls
objectives. • Basic motor controls and relays
Learning Outcomes: • Personal and equipment safety
At the end of this course, participants will be able to: • Overload and time delay relays
• Understand the basics of motor controls, • Schematic symbols –recognizing symbols used
switching, and panels in schematics

• Adhere to personal and equipment safety • Wiring diagrams –reading and interpreting
guidelines schematic and wiring diagrams
• Starting methods for squirrel cage
• Identify signal devices – types of switches and
how they operate • Wye-delta, synchronous, and wound rotor controls

• Use operator interfaces – touch pads, touch panels, • Signal devices – types of switches and how they
PCs w/software operate
• Operator interfaces – touch pads, touch panels,
PCs w/software
• Installing and trouble shooting techniques
– maintaining control systems

Pneumatics
Overview:
This hands-on course provides an excellent introduction to the transfer, control and use of energy contained in compressed and flowing air.
Participants will gain a broad-based understanding of the most important pneumatic concepts and be introduced to real-world pneumatic
and electro-pneumatic control and power transmission. Topics covered include compressed air power, circuitry, air processing, valves, safety,
and maintenance.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions.
Program length will be tailored to fit the individual company’s • Basic physics • Working safely with
• Compressors pneumatic systems/system
objectives.
maintenance
Learning Outcomes: • Flow and pressure
At the end of this course, participants will be able to: • Bernoulli’s principle • Pressure regulators/Power
and control valves
• Pneumatic circuits
• Understand basic pneumatic concepts and how they work • Gages and flow meters
• Cylinder types
• Learn to install, maintain, and trouble shoot pneumatic • Air preparation • Vacuum generation and
systems and components • Check, shuttle and applications
pulse valves • Reading schematic
• Use safety principles in working with pneumatic systems
• Pneumatic automation

• Troubleshooting
41 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Process Improvement
Overview:
Build your competitive advantage by learning how to manage your organization as a system of integrated processes. This course teaches
the techniques that you can use to improve work flow, promote continuous improvement, and increase your profit potential. Designed for
managers, executives, or team members who want to understand and implement process improvement in your organization.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. • Overview of process improvement concepts
Program length will be tailored to fit the individual company’s
objectives. • Proven techniques to streamline process
Learning Outcomes: • Identifying value-added activity and using
At the end of this course, participants will be able to: value-added analysis
• Understand the fundamentals of work • Implementing immediate and continuous
simplification improvement
• Streamline processes • Establishing maintenance actions for continuous
• Identify value-added activities improvement

• Identify process improvement opportunities • Managing the organization from a process


perspective
• Link improvement plans and projects to a single
project management system • Setting up a process improvement projects
(resources, roles, responsibilities)

• Linkage between process management and


competitive advantage

• Management of process improvement initiatives

• Performance metrics: measuring process


improvement

• Developing cross-functional processes and maps


that visualize the future

“The ETP training that we have received through El Camino College in 2006 and 2007 has helped us

Improved
grow revenue and remain competitive in a difficult industry.

Through the 5S training our employees where able to identify approximately $35,000 in cost savings by
improving our processes. In addition, the Problem Solving training improved our team building and
cross-training to make us a more flexible company. Our productivity has improved by 15 percent in our
warehouse due to various continuous improvement training.

Productivity
This is the second company during my career that implements ETP, and I would recommend it to business
associates as well as employers. Thanks for your support and effort in teaming up with us to improve our
training program. It has paid off for CIPS.”
Corina Wandrey
Director of Finance
CIPS Marketing Group Inc.
Los Angeles, CA
Continuous Improvement 42
Manufacturing Skills Center for Competitive Applied Technologies

Process Mapping
Overview:
Uncover the barriers that may be hampering your process improvement efforts through process mapping – a tool that allows organizations
to analyze work and information flow and then successfully diagnose process issues, structural problems, poor controls, and people issues.
The instructor provides participants with proven techniques, including process mapping tools, documentation of standard operating
procedures and value-added vs. non-value-added activity analysis to implement successful process management improvements.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Success factors for process improvement

• Critical process elements


Learning Outcomes:
At the end of this course, participants will be able to: • Evaluating whether non-value-added operations
• Identify process improvement opportunities should be outsourced

• Use proven techniques to enhance workflow • Using project management techniques for process
improvement
• Understand how each process relates to the success of the
whole operation • Process mapping: collecting the data and creating
a process map

• Analyzing the data and identifying desired process


improvements

• Steps to implement recommended processes

• The operational impact of cultural and


organizational issues

• How to use flow charting symbols

• Creating process maps

• Developing a functional activity flow chart

• Linking automation and information technology


to your process improvement effort

“I thought that every session was valuable. When you


combine all the training sessions together, you can see the
whole picture and how you can help your company
improve operations.”

Employee
Global Communications Semiconductors, Inc.
Torrance, CA
43 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Programmable Logistics Control (PLC)


Overview:
This practical program is designed for those who encounter control systems in the course of daily functions or those who are involved
in maintaining manufacturing equipment. The course will offer instruction on how to install, operate, maintain, and troubleshoot PLCs.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program • Introduction of PLCSs
length will be tailored to fit the individual company’s objectives.
• Input/output modules
Learning Outcomes:
At the end of this course, participants will be able to: • Sinking vs. sourcing modules

• Install, maintain, and troubleshoot PLCs • Speciality modules

• Use new tools in daily operations that can aid in • Designing and laying out a project
making production more flexible, reliable,
productive and profitable • Special bits

• I / O Mapping

• Retentive ranges

• V – Memory

• Introduction to DirectSOFT™

• On-line and off-line programming

• Entering and exiting

• Editing a ladder program

• Configuring DirectSOFT™

• Control relays

• Timers

• Shift register

• Program bit math

• Program masking bits

• Analog input/analog output

• Working with BCD input/output

• Binary to BCD conversions

• BCD to binary conversions

• Drum sequencers

• Troubleshooting using DirectSOFT™

• PLC diagnostics
Continuous Improvement 44
Manufacturing Skills Center for Competitive Applied Technologies

Project Management
Overview: This course is designed to allow key members of the company to understand, apply and implement Project Management
techniques in the workplace. This training class will show how to fully understand and exploit the strategic management of projects,
portfolios, and program managements and their linkage with concepts and processes.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives.This course • Introduction into Project Management
is designed to allow key members of the company to understand,
apply and implement Project Management. • Project Management Framework

Learning Outcomes: • Project Management Processes


At the end of this course, participants will be able to: • Project Integration Management
• Understanding the meaning of Project Management • Project Scope Management
• Describe project selection and assessment • Project Time Management
• Explain the stages of Project Management • Project Cost Management
• Describe the roles in a project and the skills of an effective • Project Quality Management
Project Manager
• Project Risk Management
45 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Prototyping
Overview:
Learn the basics of prototyping. This valuable program will provide participants with an understanding of how to create an easily-modified
and extensible model of a planned software system, including its interface and input/output functionality. Participants will learn about
different types of prototyping and which types best suit particular applications.

Duration:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives.

Learning Outcomes:
At the end of this course, participants will be able to:
• Understand the characteristics of prototypes

• Set up a prototyping process

• Learn how to use prototyping tools

Course Outline:
• Types of prototypes

• Low-fidelity versus high-fidelity

• Exploratory versus experimental versus


operational

• Horizontal versus vertical

• Global versus local

• Dimensions of prototyping

• Executability

• Maturation

• Representation

• Scope

• The prototyping process

• Problems caused and cured by prototyping

• Prototyping tools

• Evaluation of prototyping

• Benefits and risks of prototyping


Continuous Improvement 46
Manufacturing Skills Center for Competitive Applied Technologies

Quality Improvement
Overview:
If you are interested in applying quality improvement principles to assess processes, identify priorities, and drive change, then this program
is for you. Participants will receive a comprehensive review and working knowledge of key elements in quality improvement, including
quality improvement principles, techniques, tools, and on-the-job skills useful in a wide range of businesses and organizations—service,
manufacturing, government, education, healthcare, and more.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Focusing quality on getting business results

Learning Outcomes: • Quality improvement goals and core values/principles


At the end of this course, participants will be able to:
• Leadership, organizational and HR issues
• Identify quality improvement challenges and
develop strategies to overcome them • Communicating and learning styles

• Team manage improvement projects • Motivational concepts

• Document business processes to reduce costs and • Management theories and styles
increase productivity • Organizational structures

• Team evolution, roles, and making teams effective

• Manager's model for analyzing performance problems

• Training needs analysis, development, delivery,


and improvement

• SWOT, gap analysis and benchmarking

• Long and short-term goals

• Customer and market focus

• Determining customer needs

• Customer relationship enhancement

• Information and analysis

• Assuring the reliability of measures

• Process control with control charts

• Analysis of data

• Process management

• Strategic planning

• World class improvement process


47 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Quality Management Systems (QMS)


Overview:
Understanding quality management systems and processes is imperative for virtually every organization. This training will enable your
organization to implement, maintain or improve compliance to quality management system requirements, and will help improve operational
efficiencies related to compliance. Topic selections include; 1) ISO (International Standards Organization) 9000, 2) AS (Aerospace Standard)
9100, 3) NADCAP (National Aerospace and Defense Contractors Accreditation Program), or 4) other industry standards (EN/JISQ 9100,
TS16949, QS9000, etc.).

Duration: Quality Courses:


Total hours: 8-40 hours conducted in 4,6 or 8 hour sessions.
Program length will be tailored to fit the individual company’s • ASQ Certified Quality Auditor refresher, 32 hrs.
objectives.
• Auditing (CQA) Fundamentals I, 8 hrs.
Learning Outcomes:
At the end of this course, participants will be able to: • Auditing (CQA) Fundamentals II, 8 hrs

• Understand the types of quality system and standards • Auditing (CQA) Fundamentals III, 8 hrs
applicable to industry.
• Internal Auditing, 24 hrs.
• How 3rd party accreditation works and how to maintain
compliance.
• Internal Auditing Basics, 8 hrs.

• Understand how specific requirements apply to the work


• Internal Auditing, Executive Overview, 4 hrs.
being done. • ISO 9001:2008 or AS9100C Internal Auditor Training, 40
hrs
• How work instructions facilitatte or inhibit compliance to
requirements. • Process-Based Auditing, 8 hrs.
• How the audit process works and why it is important to the • Quality Audits for Improved Performance, 24 hrs.
organization.
• After the Audit: Continual Improvement from the Audit
• Importance of specific elements of standards and how to Process, 8 hrs.
identify and document processes for compliance.
• ASQ Certified Quality Engineer (CQE) certification
• Understand where customer standards may exceed industry preparation, 40 hrs.
standards.
• ASQ Certified Quality Engineer (CQE) refresher, 32 hrs.

Quality Courses: • Introduction to Quality Engineering, 32 hrs.

• ASQ Certified Quality Technician (CQT) certification


• ASQ Certified Quality Inspector (CQI), 32 – 40 hours preparation, 40 hrs.
• ASQ Certified Manager of Quality/Organizational • ASQ Certified Quality Technician (CQT) refreshed, 32
Excellence Certification Preparation, 40 hrs. hrs.
• ASQ Certified Manager of Quality/Organizational • Design of Experiments, 24 hrs.
Excellence Refresher, 32 hrs.
• Concepts of Control Charts, 16 hrs.
• Introduction to Quality Management, 24 hrs.
• SPC Implementation, 24 hrs.
• Systematic Problem Solving for Sustained Improvements
with Quality Tools, 24 - 40 hrs.

• ASQ Certified Quality Auditor (CQA) certification


preparation, 40 hrs
Continuous Improvement 48
Manufacturing Skills Center for Competitive Applied Technologies

Robotics
Overview:
Learn how to build robots while advancing your skills in engineering, computer science, and physics. This program serves as an introduction
to the broad area of robotics – intelligent computers that can use sensors and act on the world. The course provides an understanding of
applications of robots in industry, medicine and other areas through team projects and hands-on laboratory experiences. The program is
aimed at participants with a background in computer science, electrical engineering, or physics.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to robotics

• Programming and testing


Learning Outcomes:
At the end of this course, participants will be able to: • Maneuvering
• Understand the importance of robotics in industry
• Introduction to kinematics and sensing
applications
• Wheel position encoding
• Obtain knowledge about graphics, artificial
intelligence, computational vision or complexity • Tracking position
theory
• Using odometry and dead reckoning
• Learn how to build robots
• Navigation

• Object sensing

• Behavior-based control

• Line following

• Remote control

• Sonar range sensing

• Creating a user interface

• Vision sensing

“Our employee has shown marked improvement in his


supervisory abilities. He has successfully implemented many
of the skills he learned as part of the training.”

HR Administrator
L3 communications
Electron Technologies, Inc.
Lomita, CA
49 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Root Cause and Corrective Action


Overview:
The natural tendency of many organizations when presented with a problem is to jump to a solution – any solution. This program teaches
a process to systematically analyze the problem to determine a root cause before considering potential solutions, starting with a clear
definition of the problem. This program is designed for individuals working directly on problem solving, investigation resolution, corrective/
preventative action, and product/process improvement. The focus of this program is on multiple factors to identify the real root cause of a
problem, and investigate potential solutions for improvement. The material presented provides an excellent introduction to six sigma and
lean manufacturing.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program • Root cause analysis process
length will be tailored to fit the individual company’s objectives.
• Defining the problem
Learning Outcomes: • Logical cause analysis – what, when, where, who
At the end of this course, participants will be able to:
• Verifying root causes
• Understand a structured approach to defining and
analyzing the root cause of problems • Developing a high-level process map

• Understand a range of logical and root cause • Measure the problem


analysis tools to understand the problem and
identify a root cause • Defining data collection requirements

• Understand the importance and approaches of • Processing reviews and mapping


sorting through numerous probable causes to find
• Analyze the data and determine root cause
true root cause
• Brainstorming potential solutions

• Evaluating cost, complexity, impact, benefits,


and risks

• Communicating and implementing solutions

• Verifying the improvement

• Control and standardize improvements

• Determining the controls needed to sustain


the gains

• Realizing the benefits of improvement

“The most important parts of the training included


improving communication with my co-workers, working
as a team and learning new ideas on how to improve on
the job.”

Employee
American Apparel
Los Angeles, CA
Continuous Improvement 50
Manufacturing Skills Center for Competitive Applied Technologies

Sheet Metal Design and Fabrication


Overview:
This program is designed for sheet metal mechanics who want to enhance their skills in designing, fabricating, assembling, installing, and
repairing sheet metal products required in a wide variety of industries and applications.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Sheet metal measurement and layout

• Orthographic projection
Learning Outcomes:
At the end of this course, participants will be able to: • Precision sheet metal drafting

• Apply principles taught in class for layout and • Using hand tools and bench tools
design
• Power machines and equipment
• Gain expertise in shearing, press brake, turret
punch press, laser cutting, Waterjet, and • Reading blueprints
mechanical finishing
• Layout and development
• Read basic to advanced drawings and fabrication
• Radial line development
techniques for various sheet metal materials
• Triangulation

• Fabrication

• Welding/metal finishing/plastics

• Safety
51 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Shop Measurements (Mechanical/Dimensional)


Overview:
This interactive program will teach participants how to use the most commonly used hand gages and measuring tools. Participants will not
only learn how to take measurements, but also what the underlying principles are behind the measurements. The instructor will provide clear
and specific instructions on how to use a variety of dimensional gages such as calipers, micrometers, and fixed gages and how to measure a
variety of part characteristics.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Critical aspects of dimensional measuring

• Key terms used in Geometric Dimensioning and


Learning Outcomes: Tolerancing (GD&T)
At the end of this course, participants will be able to:
• Types of standards related to dimensional
• Understand measurement techniques and metrology
practices
• Datums—how measurements are referenced by
• Using measuring instrumentation for efficient design and manufacturing engineers on
analysis (pass/fail) drawings
• Understand how to apply geometric measurement • Overview of measurements used to characterize
concepts including True Position, Profile, the finish of a surface
Threading, and more
• Universal dimensional measurement techniques

• Using gages – calipers, micrometers, height and


depth gages, and fixed gages

• Test indicators and dial indicators

• Gage blocks and surface plates


Six Sigma • Gaging techniques and applications

Overview:
Six Sigma implementation is the first step towards all Continuous Improvement activities and is a proven method for delivering consistent
incremental improvement to any organization. The benefits of effectively implementing Six Sigma are numerous for both manufacturing
and office environments. This program is designed to provide employees on all levels with both a technical and practical foundation for
implementing Six Sigma. The program encompasses all aspects of a business, including management, service delivery, production, design,
and customer satisfaction.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Six Sigma overview

Learning Outcomes: • Benefits and operational impact


At the end of this course, participants will be able to:
• Consensus and communication
• Understand how Lean and Six Sigma
• Six Sigma team project approach
complement each other
• 8-point Roadmap for Six Sigma Implementation
• Learn the Six Sigma project roadmap
• Productivity and implementing best practices
• Apply tools to in-class simulations as well as in
the workplace • Project Management (basic)

• Actively participant in a Six Sigma team • Measurement System Evaluation (MSE)


Continuous Improvement 52
Manufacturing Skills Center for Competitive Applied Technologies

Statistical Process Control (SPC)


Overview:
This dynamic training is designed to allow key members of the company to understand and implement SPC techniques in the workplace.
The course focuses on company specific processes and is ideal for operators, engineers, managers, and supervisors. The mathematics and
statistics in this course are presented with a focus of understanding and interpretation, rather than formulas and number crunching.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Fundamentals of SPC, continuous improvement
philosophy, theory of variation, speaking with data,
Learning Outcomes: and teamwork
At the end of this course, participants will be able to:
• Introduction to SPC charts
• Understand and implement Statistical Process Control
• Interpretation of control charts
• Collect data from your process and develop an Attribute
• Process capability studies and histograms
Control Chart
• Attribute charts
• Perform a Process Capability Study
• Short run SPC control charts
• Collect data from your process and develop SPC Charts
• Gage R and R studies
• Interpret SPC data and analyze SPC charts to identify
opportunities for improvement • Process Failure Mode and Effects Analysis (FMEA)

Supply Chain Management


Overview:
Provides an understanding of supply chain management principles and practices to enable an organization to improve operations and reduce
costs associated with logistics, inventory management, and supplier input.

Duration:
Total hours: 8-40 hours conducted in 4,6, or 8 hour sessions.
Program length will be tailored to fit the individual company’s • Understand how effective materials management processes
objectives. improve the bottom-line

Learning Outcomes: Course Content:


At the end of this course, participants will be able to:

• Understand supply chain management principles


• Fundamentals of Supply Chain Management

• Understand the fundamentals of transportation systems


• Purchasing and contract negotiations
and movement of goods • Basics of logistics management – movement of goods
• Apply inventory management techniques and learn cash • Inventory management techniques and warehousing
flow management techniques related to manufactured
goods • Materials resource planning and scheduling basics

• Manage supplier risk in a production manufacturing • ITAR Compliance and Import/Export control
environment
53 Continuous Improvement
Manufacturing Skills Center for Competitive Applied Technologies

Total Quality Management (TQM)


Overview:
In Total Quality Management Principles you will build on the fundamentals by examining the principles of customer satisfaction and
quality teamwork. It teaches the importance of training and motivation, performance excellence and shared quality, as well as the first steps
in implementing an improvement process.

Duration: Course Content:


Total hours: 40 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Recognize how to develop a customer needs map.

Learning Outcomes: • Identify the four stages of team development.


At the end of this course, participants will be able to:
• Identify steps in developing a methodology for process
• Understanding the meaning of Total Quality Management improvement.
(TQM)
• Identify steps for generating a quality planning roadmap.
• Identify costs of Quality
• Identify guidelines for developing a training plan for
• Evolution of TQM quality.

• Identify features of the TQM philosophy

• Describe tools for identifying and solving quality


problems

• Describe quality awards and quality certifications.

Welding/Soldering
Overview:
This program is designed for participants who want to learn the basics of welding and soldering. It covers the theory and practices of
acetylene welding in all positions and will provide hands-on training in plate and sheet metal welding, pipe welding, brazing, and soldering
using ferrous and non-ferrous materials. Participants will learn about the various types of equipment and the safety practices to be followed
in performing the welding exercises.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
• Principles of shielded metal arc welding
length will be tailored to fit the individual company’s objectives.
• Principles of oxyacetylene welding and soldering
Learning Outcomes: • Basic welding metallurgy
At the end of this course, participants will be able to:
• Welding blue print reading
• Use oxyacetylene equipment
• Welding inspection and quality control
• Become competence in using oxyfuel equipment • Welding safety

• Understand metal fabrication processes • Arc and gas welding equipment


• Science of materials
• Welding process
• Welding inspection and quality control
• Metallurgy of welding
• Welding symbols and blueprint reading
International Trade 54
Center for International Trade Development

Mastering Export Fundamentals


Overview:
This program is designed for manufacturers of exportable products that they are not yet exporting at all or to only a few markets.
Companies in this position could greatly increase their markets and sales if they knew more about how and where to export. The
customized training is geared for managers and staff with planning, marketing and sales responsibility. The training will increase
their skills and knowledge in export analysis, planning, distribution, pricing, promotion, compliance, logistics and finance.

Duration: Course Content:


Up to six on-site workshops of four hours each, covering one
or more of the topics listed below. Final number and content of • Overview of the export process – from getting ready to
each workshop will be mutually determined by the Center for getting paid
International Trade Development and the company.
• Benefits, costs and risks of exporting
Learning Outcomes: • Learn how to:
At the end of this course, participants will be able to:
Conduct and apply market research for export decision making
Develop the export market plan
• Learn the benefits, risks and costs of exporting
Increase worldwide market exposure to attract inquiries
• Learn all phases of the export process, from getting and orders
ready to getting paid Establish effective overseas distribution
Convert inquiries into export sales
• Identify best export markets and entry strategies
Comply with regulatory requirements/documentary
• Identify potential foreign buyers and distributors requirements
Prepare and deliver the goods
• Ability to start or expand export activity
Finance export sales and get paid

Export Compliance-ITAR (International Traffic in Arms Regulations)


Overview:
Many high tech products require U.S. export licenses if exported. Also, companies that make such products may have to register with the
compliance agencies even if they do not directly export their licensable product. For example, if an aircraft component or part is assembled
into another company’s airplane destined for export, the component manufacturer has a registration requirement. It is each company’s
responsibility to determine if a license or registration is needed and, if so, to comply. Failure to comply, even unknowingly, is subject to severe
penalties. The export compliance training will be conducted by specialists with expert knowledge of the State Department’s International
Traffic in Arms Regulations (ITAR) and the Commerce Department’s Export Administration Regulations (EAR).

Duration: Course Content:


A four-hour workshop and/or up to 24 hours of on-site, customized
training, covering one or more of the topics listed below. Final • U.S. Government Export Controls
number and content of each workshop will be mutually determined • Guide to the ITAR and EAR Controls
by the Center for International Trade Development and the • Licenses and other approvals
company. • Product classification
Learning Outcomes: • Classified defense articles
At the end of this course, participants will be able to: • Registration and licensing of broker
• Dual Use
• Understand the basics of ITAR/EAR
• Screening process
• Prepare for the license and approval process • Violations and penalties
• Deemed exports
• Understand the screening process
• Sanctions and embargoes
• Understand export clearance and record keeping • Export clearance and record keeping
requirements • Registration of manufacturers/exporters
• Commodity jurisdiction
55 International Trade
Center for International Trade Development

Export Certificate
Overview:
The world market offers lucrative opportunities for start-up and inexperienced exporters. Many that sell only in U.S. have the potential to
expand their sales to other markets, but often don’t know why, how or where. The program covers the full spectrum of export needs -- from
getting ready to getting paid -- and draws heavily on Web-based content to illustrate and reinforce key points.

Duration: Course Content:


The program has three modules that can be presented in five
full days. Module 1. Create Export Commitment
Many U.S. companies with export potential may not be exporting, or
Learning Outcomes: they may be aware of exporting, but do not think it’s for them. This
module helps them answer the question -- “Is exporting for me?” It
• Understand the export process, terminology and explores the reasons why more companies don’t export, explains the
procedures benefits, costs and risks of exporting, and helps firms overcome their
resistance and treat exporting as a significant sales opportunity.
• Develop the skills and abilities needed for exporting
Objectives
• Find the most promising export markets Motivate potential SME exporters to explore opportunities and
make use of export counseling and assistance services.
• Develop effective market entry strategies for each target
market Tools provided:
• Find qualified and interested foreign buyers and • Export “start-up” kit – publications and suggested
distributors workshop agendas dealing with what it takes to export, the
benefits, costs and risks, how to get started, and where to go
• Understand and comply with international trade
for help
regulations
• An on-line “roadmap” to extensive Internet resources, tool,
• Close export deals, make sales, and get paid
programs and services to meet 11 basic export needs, from
“start-up” to “getting paid

Skills learned:

• The benefits, costs and risks of exporting


• Basic export steps and procedures
• Available trade assistance programs, services and resources
• Export-related Internet resources and how to find and
use them

The Center for International Trade Development offers


the Aerospace Export Enabler Program to help aerospace-
related manufacturers export their products and services.
Benefits include participation in international trade shows.
Call 310.973.3148 for details.
International Trade 56
Center for International Trade Development

Module 2. Prepare for Global Marketing Module 3. Developing Markets and Making Sales
As companies become more export committed, they need to assess As companies become export-primed and strategically focused, they
their “export readiness” and develop skills to make the most of their need to translate market strategy into specific actions to enter and
export potential. Module 2 helps them assess their export strengths effectively penetrate target markets. Module 3 covers techniques to
and weaknesses, overcome areas of weakness, and develop the skills get known and established in target markets, generate business
needed for export success. opportunities, and make ongoing export sales.

Objectives Objectives
Equip companies to assess their export readiness, identify and Equip companies to gain exposure in target markets, find buyers and
overcome areas of weakness, analyze market potentials, identify distributors, attract and respond to export inquiries, comply with
promising markets, develop export market plans, and effectively documentary and regulatory requirements, fill export orders, finance,
enter target markets. insure and deliver the goods, and get paid.

Tools provided: Tools provided:


• Access to on line market promotion and trade lead systems
• A questionnaire and guidelines to assess company export
readiness • Access to regulatory, logistics and trade finance databases
• Inquiry response guides and models
• Access to the CITD’s on line Export Readiness Assess-
ment System (ERAS) – a computerized diagnostic based • Price quotation guides and worksheets
on company responses to 23 questions about its resources, • Screening aids and model agreements for agent/distributor
management attitudes, operating methods and product selection
performance
• Samples of required export documents
• Exporting Basics – a layman’s guide to “Developing Export • Samples of export payment documents
Markets” and “Making Export Sales”, including sample in-
quiry responses, price quotation worksheets, and checklists Skills learned:
for qualifying agent/distributor prospects
• How to promote and market abroad
• Customized market research – a package of customized • How to find foreign buyers
trade statistics, market surveys, and trade regulations to
• How to select and support agents/distributors
identify promising markets and trade contacts for client
firms • How to handle inquiries and quote export prices
• How to comply with documentary and regulatory
• Model Export Market Plan -- a template for developing
requirements
customized export market plans for client firms, based on
their available resources, capabilities and potentials • How to pack, mark, label and ship export goods
• How to finance, insure, the goods and get paid
• Access to the CITD’s on line trade information and tools

Skills learned:
• Familiarization with export prerequisites strength and
weaknesses

• How to use ERAS to assess export readiness and overcome


weaknesses
57 International Trade
Center for International Trade Development

International Supply Chain Management


Overview:
This certificate course examines the operational and strategic management of logistics and the role of logistics managers in improving
the competitiveness of an enterprise. It explains the most important practical aspects associated with logistics management, including:
importation, internal distribution, scheduling and routing operations, selection of transport partners, choice of logistics equipment and
packaging, evaluating logistics performance and planning the implementation of improvements in the logistics process.

Duration: Course Content:


Five days
• Career Pathways in Logistics and Supply Chain
Learning Outcomes: Management

• Historical Development in Logistics and Supply Chain


• Understand what supply chain management is and its Management
effect on operating profit
• Principles of Supply Chain Operations

• Understand the impact and benefits of Internet technology • Principles of Logistics Operations
on supply chain management
• Introduction of Supply Chain Relationships

• Understand the main logistics-related issues involved in • New Business Models for Strategic Supply Chain
importing Management

• Challenges of Supply Chain Management


• Identify the operations needed to transport supplies from
another country • Performance Metrics for Supply Chain Management

• Understand the implications and use of Incoterms in trade


transactions

• Identify the main issues involved in evaluating transport


alternatives

• Understand the points to consider when choosing a


shipping or freight forwarding agent

• Understand the main transport documents and their uses

• Identify the main issues to be dealt with in inbound


transport and customs clearance

• Identify the issues and options relating to the use of


packaging, labeling and containers

• Understand the main issues involved in costing the


logistics process
International Trade 58
Center for International Trade Development

Export/Import Orientations for Start-Ups


Overview:
This program covers the basic considerations for getting started in the export/import field. Topics include: company structure and legal
requirements, capital and time investments, product strategy, finding suppliers and buyers, shipping, customs clearance and getting paid.
Duration: Course Content:
Total hours: 2 - 6 hours conducted in two sessions. Program length
will be tailored to fit the individual company’s objectives. • Build export/import capacity

Learning Outcomes: • Develop export/import markets


At the end of this course, participants will be able to:
• Make sales and get paid
• Understand the export/import process
• Deliver the goods
• Learn what it means to be export-ready
Experts will present the topics in practical how-to terms, sharing
• Identify resources and tools available to international
their knowledge, experiences and insights.
trade professionals

Export Seminars
Overview:
If you’re only selling your product in the United States, you’re reaching only 5% of the world’s population and only one-third of the world’s
purchasing power. The Export Seminars will teach you how to expand your markets and how exporting can take your business to a profitable
new level in today’s global economy.
Duration: Course Content:
12 hours conducted in 3-hour sessions.
• Developing and expanding export markets
Learning Outcomes:
At the end of this course, participants will be able to: • Internet resources for exporters
• Build export capacity • International matchmaking
• Conduct market research
• Getting paid for export sales
• Find business partners abroad
• Legal do’s and don’ts for exporters
• Understand how to protect the business legally
• Freight and logistics
• Deliver the goods

Experts will present the topics in practical how-to terms, sharing


their knowledge, experiences and insights. You will learn how to
assess your own export potential, protect yourself internationally,
identify the markets that need your products, and make ongoing
export sales and get paid. A Center for International Trade
Development specialist will be present at each seminar for free
on-site counseling and follow-up as needed.
59 International Trade
Center for International Trade Development

Import Seminars
Overview:
The Import Seminars will teach you how to source products overseas, successfully import products into the U.S., build distribution channels,
handle documentation and market your product domestically.
Duration: Course Content:
Total hours: 12 hours conducted in 3-hour sessions
• Fundamentals of Import
Learning Outcomes:
At the end of this course, participants will be able to:
• Import Regulations, Customs Clearance and Product
• Source products from abroad Labeling

• Conduct market research • Importing Products from China and Mexico

• Understand import rules and regulations • Marketing Your Product in the USA
• Market products in the United States
Experts will present the topics in practical how-to terms, sharing
their knowledge, experiences and insights. You will learn how to
import products into the United States and market your products
domestically. A Center for International Trade Development
specialist will be present at each seminar for free on-site
counseling and follow-up as needed.
Safety 60
Center for Applied Competitive Technologies

Asbestos Awareness Training


Overview:
Thousands of workers such as electricians, construction workers and maintenance personnel come in contact with, and work in environments
where asbestos is present. The law requires awareness training with the purpose of preventing occupational injury or illness.
Compliance Reference: Course Content:
T8 CCR 1529, 29 CFR 1910.1001
• Asbestos-related illnesses
Duration:
Total hours: 4-hour session • Asbestos exposure and action levels

• Asbestos in the work area

• Keeping asbestos fibers out of the air

• Protective clothing

• Reducing the risk of asbestos exposure

• Asbestos in construction environments

At the conclusion of the class, each participant will take a written


examination and complete a course evaluation.
61 Safety
Center for Applied Competitive Technologies

Confined Space Entry


Overview:
The reason workers die performing confined space entry is because of lack of thorough training. The goal of this program is to
comprehensively address, in detail, in both theory and practical exercises, the vital knowledge necessary to safely participate in Confined
Space Entry Operations.*

Compliance Reference Course Content:


T8 CCR 5157 and 5158
29 CFR 1910.146 • Review and evaluation of current systems
• Cal-OSHA regulations
Duration: • Permit and non-permit required space entry procedures
7 hours
• Hazard identification and control
• Atmospheric testing and monitoring
• Ventilation
• Assignment of responsibility
• Entry permit system
• Emergency procedures

Confined Space Rescue


Overview:
According to NIOSH, 50% of the workers who die are attempting to rescue a fellow worker. The goals of this course are to evaluate current
practices, techniques and methods of operation, and to enhance them through a thorough, comprehensive and hands-on approach.*
Compliance Reference: Course Content:
T8 CCR 5157 and 5158
29 CFR 1910.146 • Rescue organization management
• Incident command system
Prerequisite:
To participate in this class, completion of the Confined Space Entry • Developing a rescue plan
course and CPR and First Aid are required. • Hazard identification
• Air monitoring instruments
Duration: • Personal protective equipment
7 hours
• SCBA/respiratory protection
• Medical aspects/victim stabilization
• Rescue systems
• Rigging systems
• Knot tying
• Anchor systems
• Belaying and safety
• Rescue simulations
*At the conclusion of the class, each participant will take a written
examination and complete a course evaluation.
Safety 62
Center for Applied Competitive Technologies

Confined Space Training


Overview:
This course is essential for managers and employees working in or around confined spaces. It’s designed to cover the essentials of the OSHA
standard (29 CFR 1910.146) on Permit Required Confined Spaces. The instructor focuses on hazard identification, testing and control,
confined space entry permits, equipment, and rescues.

Duration: Course Content:


Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Definitions – permit-required and non-permit required
confined spaces
Learning Outcomes: • Identifying, testing, and controlling hazards in confined
At the end of this course, participants will be able to: spaces

• Determine whether a particular confined space is a • Team approach to controlling hazards


"Permit-Required Confined Space" • Permit system
• Assess whether a confined space contains a hazardous • Personnel duties (supervisor/attendant/entrant)
atmosphere • Employee training and preparation
• Determine how to control hazards in confined spaces

• Understand the duties of entrants, attendants, entry


supervisors, and rescue personnel

CPR and First Aid Certification


Overview:
For people who need first aid certification and cardiopulmonary resuscitation (CPR) training, this hands-on skills training prepares them to
respond to breathing and cardiac emergencies. Participants will learn the basics of emergency first aid and CPR. In addition, there will be a
discussion of compliance with federal and state OSHA and other safety training requirements in the workplace.

Duration: Course Content:


Total hours: 20 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Introduction to CPR – adult, child and infant CPR

• Anatomy/physiology - the heart, lungs, circulatory system


Learning Outcomes:
At the end of this course, participants will be able to: • Heart health - risk factors

• Understand and perform emergency CPR • Signs and symptoms - heart attack, stroke, choking

• Understand and practice emergency first aid techniques • Demonstration and explanation of CPR

• Overview of first aid

• Scene survey, rescuer safety, and patient assessment

• Bleeding control

• Shock

• Burns

• Muscular-skeletal injuries – head, neck and spine

• Poisoning
63 Safety
Center for Applied Competitive Technologies

Ergonomics Evaluation and Employee Training


Overview:
The purpose of this course is to teach employees in office and manufacturing environments how to recognize and prevent repetitive motion
injuries by utilizing the recommended safe work practices.
Compliance Reference Course Content:
T8 CCR 5110
• Definitions of ergonomics
Duration:
1 to 2 hours • Work physiology

• Engineering anthropometry and bio-mechanics

• Manual Material Handling: lifting, lowering, pushing,


carrying

• Hand tools

• Workstation design

• Workplace design

• Office (computer) workstations

• Ergonomic design of office workstations

Note: We also perform individual workstation evaluations.

Fall Protection Program


Overview:
The goal of this comprehensive employee training program is to prevent injuries and death due to falls while working on elevated surfaces.

Compliance Reference: Course Content:


T8 CCR 3413 & 3416, General Industry and Construction
Safety Orders Sections 1637, 1670, 1675, 1509, 1510 and 29 CFR • The current safety standards and how they apply to your
1926.451, 1910.676 operation

• Code of Safe Practices and Procedures for scaffolding


Duration of class: operations, inspection and use of ladders
4 hours
• Selection and use of personal fall arrest systems

• Application limit, proper anchoring and tie-off techniques;


estimation of free fall distance, including determination
of deceleration distance and total fall distance to prevent
striking a lower level; methods of use; and inspections and
storage of the system

• Hands-on practices and donning equipment

This course will include video tapes and hands-on demonstrations.

At the conclusion of the class, each participant will take a written


examination and complete a course evaluation.
Safety 64
Center for Applied Competitive Technologies

Forklift Operator Training


Overview:
This course is designed for people learning to operate or currently operating forklifts in a manufacturing environment. Participants learn
engineering principles, operator safety rules, and maintenance. An experienced instructor provides the basics of safe operating practices for
forklift operators.

Compliance Reference:
T8 CCR 3664 & 3668
Duration: Course Content:
Total hours: 20 hours conducted in 4-hour sessions. Program length
will be tailored to fit the individual company’s objectives. • Overview forklift operator responsibilities

Learning Outcomes: • Engineering principles


At the end of this course, participants will be able to: • Forklift mechanics
• Follow the general forklift safety guidelines • Safe operating rules

• Be aware of the basic engineering principles when • Considerations to take when lifting a load
using a forklift • Applying load capacity to load center
• Safely operate forklift equipment • Identifying the center of gravity with raised forks

• Properly maintain a forklift • Identifying safe fork placement when operating a forklift
• Rear end swing
• Speed limits
• Using ramps
• Maneuvering/maintaining a forklift
• Refueling and/or charging and recharging of batteries

Hazard Communication
Overview:
This course will provide the essential information for individuals responsible for implementing and conducting a Right-to-Know training
program. Topics include regulatory overview, toxicology, understanding MSDS, NFPA/HMIS systems and Personal Protective Equipment.

Compliance Reference: Course Content:


T8 5194
29 CFR 1910.1200 • The company’s Hazard Communication Policy
• Principles of chemical handling safety
Duration:
• Storage and handling procedures
4 hours
• Important terms and abbreviations
• Reading and understanding a Material Safety Data Sheet
• Recognizing and determining the appropriate hazard
warnings corresponding to the NFPA and HMIS labeling
systems
• Familiarization with the Department of Transportation
Chemical Classification System
At the conclusion of the class, each participant will take a written
examination and complete a course evaluation.
65 Safety
Center for Applied Competitive Technologies

Injury and Illness Prevention Program


Overview:
Providing a safe and healthy workplace for employees, a requirement of the California Occupational Safety and Health Act of 1973,
involves setting up an effective Injury and Illness Prevention (IIP) program. This training is an integral part of a company’s IIP because
it educates managers and employees on steps they can take to be safe and healthy while on the job. The course is based on principles and
techniques developed by occupational safety and health professionals and offers guidance on all aspects of injury and illness prevention.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Understanding written safety requirements

• Responsibilities of management, safety


Learning Outcomes: coordinators and employees
At the end of this course, participants will be able to:
• Accident investigations and reports
• Understand safety policies and procedures
• Periodic inspection and correction procedures
• Follow safe practices related specifically to their jobs
• Record keeping requirements
• Understand fire and evacuation procedures
• Safety discipline policy and procedures

• Specific safe practices for employees

• Proper lifting procedures

• Exiting and egress

• Hand tools

• Fire and evacuation

• Fire extinguishers

• Electrical safety

• Hazardous materials (HazCom) overview

• First Aid / CPR overview

• Lockout/Tagout overview

• Material handling

• Workplace violence awareness


Safety 66
Center for Applied Competitive Technologies

Lock-Out/Tag-Out
Overview:
This course has been specifically designed to increase employees’ awareness of how to work safely with powered machinery. While the
concept of Lock-Out/Tag-Out is based on a common sense approach to dealing with powered machinery, many employees have no
in-depth training in this area. The program is aimed at participants who understand the basics of Lock-Out / Tag-Out but would benefit
by receiving more specific training. An experienced instructor provides participants with important knowledge about working safely with
powered machinery.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • OSHA Lock-Out / Tag-Out regulations

Learning Outcomes: • Common Lock-Out / Tag-Out situations


At the end of this course, participants will be able to:
• Types of energy and their associated
• Understand the potential dangers of working on characteristics
energized machinery and equipment
• Lock-Out / Tag-Out devices
• Perform and Lock-Out / Tag-Out procedures
• Situations where Lock-Out / Tag-Out should
• Successfully conduct Lock-Out / Tag-Out be used
operations • Lock-Out / Tag-Out for electrical systems

• Lock-Out / Tag-Out for pneumatic and


hydraulic Systems

• Selecting appropriate Lock-Out / Tag-Out


devices for various situations

OSHA (Occupational Safety & Health Administration) Training


Overview:
Do you want help getting into compliance with OSHA regulations? Then this course is for you. The program is designed for employees,
supervisors, and anyone involved in manufacturing operations. An experienced instructor provides participants with an orientation to
occupational safety and health for workers covered by OSHA 29 CFR 1910. This training can be customized and expanded to address the
specific hazards of your industry.
Duration: Course Content:
Total hours: 24 – 40 hours conducted in 4-hour sessions. Program
length will be tailored to fit the individual company’s objectives. • Introduction to OSHA, OSH Act, inspections,
citations, and penalties
Learning Outcomes:
At the end of this course, participants will be able to: • Walking and working surfaces

• Means of egress and fire protection


• State the purpose and list the functions of OSHA
• Electrical
• List the OSHA inspection priorities and describe
the inspection process • Flammable and combustible liquids
• Understand the rights and responsibilities of • Personal protective equipment
employers and employees
• Machine guarding
• Outline and implement the requirements for
compliance with various general industry • Hazard communication
standards • Introduction to industrial hygiene/ blood borne
pathogens

• Health and safety programs


67 Safety
Center for Applied Competitive Technologies

Safety (General Industry Safety and Health Course)


Overview:
This course introduces OSHA policies, procedures and standards as well as general industry safety and health principles. The course
will review the scope and application of the OSH Act and General Duty Clause, as well as examine areas that are most hazardous.

Upon successful completion of the course, participants will receive an OSHA general industry safety and health 10- or 30-hour course
completion card.
Compliance Reference: Course Content:
T8 CCR 1509, 1510, & 3203
• OSH Act/General Duty Clause
Duration:
10 hours (Employees) • General Safety and Health Provisions
30 hours (Supervisors)
• Competent Person

• Electrical Safety

• Respiratory Protection

• Inspections

• Ergonomics

• Personal Protective Equipment

• Fire Protection and Prevention

• Confined Spaces
At the conclusion of the class, each participant will take a written
examination and complete a course evaluation.
Additional Programs 68
The Business Training Center (BTC), which is part of the El Camino College Community Advancement Department, is the economic
development arm of the college. Located off campus in the City of Hawthorne, the BTC provides a variety of services to help businesses
and individuals. Its programs include:

Center for Applied Competitive Technologies (CACT)


The CACT assists manufacturing businesses to become more productive. The major area of service includes:

• Management and workforce training in manufacturing skills, continuous improvement, and safety training. On-site training is
offered an no charge to qualified businesses.

• Development of industry specific programs such as the Beverage Equipment Service Technician Program (BEST) and the AIM
Tech program for the aerospace industry.

• Working with the El Camino College Industry and Technology Department to link with business and industry.

Center for International Trade Development (CITD)/California-Mexico Trade


Assistance Center (CMTAC)
The CITD provides training/assistance and services to small to mid-sized companies that are potential or current exporters or importers.
They also assist community colleges and high schools in developing specialized courses in international business. The CMTAC is an
extension of the CITD and offers a full-range of specialized training and services to promote California-Mexico trade, business growth,
and job creation and employee retention.

Small Business Development Center (SBDC)


The SBDC helps business start-ups and established businesses through no-cost/low-cost workshops, one-on-one no-cost consulting
with a business expert, and assistance with applying for business loans at no charge.

Contract and Community Education


Contract Education provides customized on-site training for businesses. No-cost on-site training is also available for qualified businesses
through the Employment Training Panel. Community Education offers affordable continuing education for lifelongg learners.

Workplace Learning Resource Center (WpLRC)


The WpLRC provides comprehensive programs of education and training designed for success in the workplacee including basic sk skills,
business skills, and computer skills. In order to meet the ever-growing need for fundamental skills, our focus is on providing employees
with basic skills education in reading, writing and math, and English as a Second Language (ESL). We also offer the Career Readiness
Certificate, a skills assessment program, for potential employees and participating employers at no charge.

Workforce Development
Workforce Development provides a diverse number of services through partnerships and linkages with the business community, non-profit
organizations and students to provide educational and professional opportunities. Workforce Development’s goal is to develop students’
interest in technical careers while still in middle school and high school so that a pipeline is maintained from the schools to El Camino
College and then ultimately to the employers.
For more information on any of the above programs, please call the Business Training Center at 310-973-3178 or visit
www.BusinessAssist.org.

El Camino College
Business Training Center
13430 Hawthorne Blvd.
Hawthorne, CA 90250
310.973.3178 Fax 310.973.3132
Email: btc@BusinessAssist.org
www.BusinessAssist.org
69 Additional Programs
Career Readiness Certificate/Workplace Foundation
Skills Assessment
The Career Readiness Certificate Assessment of Workplace Foundation Skills uses WorkKeys, a nationally-recognized job analysis,
skills assessment and training process that accurately measures an individual’s skills and the competency levels required for successful job
performance. The Career Readiness Certificate documents a job candidate’s competency in the following areas:

• Applied Mathematics
Applying mathematical reasoning to solve work-related problems.

• Reading for Information


Comprehending work-related reading materials from memos and bulletins to policy manuals and governmental regulations.

• Locating Information
Using workplace graphics such as diagrams, floor plans, tables, graphs and charts.

The Certificate represents a standardized and reliable indicator of workplace level skills that can be used in businesses throughout the
region. Thousands of companies across the United States and Canada have experienced the benefits of WorkKeys in a broad range of

Skills
environments such as manufacturing, technology, service and retail. Companies include:

Alcoa-AFS Carson DHE-Dependable Highway Express


Bristol-Meyers JC Penny Co.
Comfort Suites Toyota Financial Services
Coorstek Inc. Tri-Star Electronics International, Inc.

Assessment
“WorkKeys is one of the best tools I’ve used in 24 years of recruiting and organizational development
experience in three different industries. Nobody wants to employ someone in a job in which he or she
won’t excel, and WorkKeys helps predict success.”
Linda Spencer, HR Manager, Coorstek, Inc.

Industrial Skills Training


Introduction to Mechanical Computer Aided Design and Drafting (CADD) (AUTOCADD): Introduction to 2-Dimensional (2-D)
CADD. The preparation of engineering, detail and assembly drawings.

• Creating Solid Models with AutoDesk Software (AUTOCADD)


The creation and manipulation of 3-Dimensional (3-D) geometry. The solid models are based on wire frame profiles created
on sketch planes.

• Basic Industrial Maintenance


Instruction provided in the use of basic hand tools, power tools, and basic thread representations and specifications.
Additional modules cover the basics of hydraulics, pneumatics, lubrication, basic direct (DC) and alternating current (AC)
electricity.

For more information, please contact the Workplace Learning Resource Center
at 310.973.3178 or visit www.BusinessAssist.org.
Additional Programs 70
Pharmacy Technician Training
Pharmacy technicians help the pharmacist package or mix prescriptions, maintain client records, refer clients to the pharmacist for
counseling, assist with inventory control and purchasing, as well as collect payment and coordinate billing. This course combines 182-hours
of classroom instruction with a 120-hour pharmacy externship that provides a complete learning experience. (Total – 302 Hours).
Course Fee: $2,395 includes books, consumable supplies, externship, and course completion certificate.* Financial assistance is available.

Certification: Upon completion graduates will receive a certificate of completion and become eligible to apply for registration as a pharmacy
technician in the state of California.

Schedule: Designed for working adults with classes held on Saturdays on campus at El Camino College. Pharmacy externship hours vary.

Pre-requisites: Minimum 18 years of age and high school completion or its equivalent prior to externship placement. Students need
competency in or completion of a basic computer operations course.

Community Job Survey: Starting pay $10 – $20 per hour. Because of the increased pharmaceutical needs of a larger, older population,
growth in this occupation will be almost as fast as the average for all others in the state. According to the US Department of Labor the need
for pharmacy technicians is expected to grow by nearly 30% by 2014 .

Goals and Purpose:


This course is designed to prepare the student for eligibility to become a Registered Pharmacy Technician in the State of California.

Instructional Units / Hours:

Topic Hours
Introduction 7
Law and Ethics 7
Medical/Pharmacological Terminology 20
Pharmacology 17
Practice Sites, Technology 10
Body Systems/Anatomy 17
Calculations 20
Receiving and Interpreting Medication Orders 10
Filling and Distributing Medication Orders 20
Compounding 7
Over the Counter Medications 3
Purchasing, Inventory and Reimbursement 10
Study Skills 2
Communication Skills 12
Technician Issues 10
Professionalism and the Workplace 7
Job Search: Resume and Interviewing 3
Total 182

Methods of Evaluation:
Quizzes
Workbook Assignments
Competency Check-off
Midterm Exam/Final Exam
Pharmacy Externship

For more information, please contact Community Education at 310.660.6460 or visit www.
BusinessAssist.org.
*Fee is subject to change.
71 Additional Programs
Entrepreneur Training (Business Boot Camp)
If you’re interested in starting a business, the 10-week Business Bootcamp can help you get off to the right start.

To give you an idea of the effectiveness of training, a survey conducted by the University of Calgary shows that 40 percent of participants
start a business within one year after completing the course. Another 20 percent continue to work on developing their business concept.
When surveyed after three years, over 93 percent of the businesses were still in operation, whereas the national average was a mere 16.5
percent for the same time period. The majority of the participants use the business plan created in the course to obtain financing for their
business.

Since 1996, over 80,000 students have participated in Boot Camp training. Over 2,000 trainings have been implemented in over 47 states
and 600 communities.

Program cost: $199 includes all material.*

Session One - Introduction: Are You Entrepreneurial Material?


Gain an understanding of the importance of business planning, and assess personal and business aptitude.

Session Two - Developing Your Business Concept


Identify sources of ideas for business opportunities, and begin to develop concrete business concepts through mission statement and goals.

Session Three - Business Start-up Options 1 and Marketing Research


Explore business entry options, gain an understanding of research tools, begin industry research.

Session Four - Business Start-up Options 2


Continue exploring business entry options, develop product/services description for the selected
businesses.

Session Five - Business Fundamentals


Evaluate legal structures of business, determine ways to minimize asset risk, identify management and employee relations strategies
necessary for business success.

Session Six - Testing The Idea: Market Research and Analysis


Learn key concepts, terms, and “how-to’s” of marketing.

Session Seven - Getting To The Market: Marketing Strategies


Develop marketing strategies, explore differences between
marketing and advertising, and learn to attract potential customers.

Session Eight - Understanding Budgets and Financials


Understand budgets/cash-flow projections and their use as a management tool, develop “break-even” scenarios, and understand balance
sheets and profit and loss statements.

Session Nine - Raising The Money


Evaluate financing options and determine which is best for you.

Session Ten - Getting Started and Managing the Future


Decide if your business is feasible and take the next steps.

For more information, please contact the Small Business Development Center at 310.973.3177 or
visit www.BusinessAssist.org.

*Fee is subject to change.


Additional Programs 72
• U.S. Coast Guard Approved Standards for Training Certification and
Watchkeeping

Basic Safety Training


Overview:
Current U.S. Coast Guard standards require Basic Safety Training of anyone who serves on a 200 Gross Registered Tonnage (GRT) or
larger private vessel and/or works on a commercial vessel of 200 GRT or larger and is part of the required crew complement or is assigned
a responsibility on the muster list. According to the regulations, this training must be completed before the individual can be assigned
to duty. STCW Basic Safety Training certification consists of four courses: Personal Safety and Responsibility, Personal Survival,
Elementary First Aid/CPR, Basic Fire Prevention and Firefighting.

Duration: Course Content:


Total 40 hours: Course consists of 4 modules scheduled monthly • Safety Symbols and Signals
Tuesday - Saturday.
• Safety procedures for entering
Learning Outcomes:
• Manual cargo handling, hot work
• Safe working practices and protective devices to guard against
potential hazards aboard ship. • Mooring/unmooring, Towing

• Safe practices for working abord ship. • Different types of lifeboats and rafts

• Importance of maintaining good working and social • Survival suits, lifejackets and lifebuoys
relationships aboard ship.
• Primary Injury or Illness Assessment & Resuscitation
• The main dangers to survival at sea.
• Basic Shock Management,Burns
• Basic first aid care necessary to provide a first response to an ill
or injured patient on a vessel. • Injury categories requiring evacuation

• To abate shipboard fire hazards and take appropriate action for • Shipboard fire prevention
the safety of the personnel and of the ship in case of fire. • Shipboard fire appliances

• Self-contained breathing apparatus

• Fire attack meethods

For more information, please contact Community Education at 310.660.6460 or visit www.
BusinessAssist.org.
*Fee is subject to change.
73 Additional Programs
U.S. Coast Guard Approved Proficiency in Survival Craft
(Lifeboatman)

Lifeboatman
Overview:
Current U.S. Coast Guard standards require Basic Safety Training of anyone who serves on a 200 Gross Registered Tonnage (GRT) or
larger private vessel and/or works on a commercial vessel of 200 GRT or larger and is part of the required crew complement or is assigned
a responsibility on the muster list. According to the regulations, this training must be completed before the individual can be assigned
to duty. STCW Basic Safety Training certification consists of four courses: Personal Safety and Responsibility, Personal Survival,
Elementary First Aid/CPR, Basic Fire Prevention and Firefighting.

Duration: Course Content:


Total 40 hours: Course consists of 4 modules scheduled monthly • Safety Symbols and Signals
Tuesday - Saturday.
• Safety procedures for entering
Learning Outcomes:
• Manual cargo handling, hot work
• Safe working practices and protective devices to guard against
potential hazards aboard ship. • Mooring/unmooring, Towing

• Safe practices for working abord ship. • Different types of lifeboats and rafts

• Importance of maintaining good working and social • Survival suits, lifejackets and lifebuoys
relationships aboard ship.
• Primary Injury or Illness Assessment & Resuscitation
• The main dangers to survival at sea.
• Basic Shock Management,Burns
• Basic first aid care necessary to provide a first response to an ill
or injured patient on a vessel. • Injury categories requiring evacuation

• To abate shipboard fire hazards and take appropriate action for • Shipboard fire prevention
the safety of the personnel and of the ship in case of fire. • Shipboard fire appliances

• Self-contained breathing apparatus

• Fire attack meethods

For more information, please contact Community Education at 310.660.6460 or visit www.
BusinessAssist.org.
*Fee is subject to change.
Additional Programs 74
APICS (The Association for Operations Management)
Advancing Productivity, Innovation, and Competitive Success

Certified in Production and Inventory Management (CPIM)


Overview:
Since 1973, the CPIM program has educated more than 90,000 manufacturing professionals on essential terminology, concepts, and
strategies related to demand management, procurement and supplier planning, material requirement planning, capacity requirements
planning, sales and opertations planning, master scheduling, performance measurements, supplier relationships, quality control, and
continuous improvement. The El Camino Community College District - Business Training Center is pleased to partner with the APICS’
San Gabriel Valley Chapter in offering these program of courses.

Benefits of CPIM: CPIM Modules


A CPIM education can help you to: Candidates must pass all exams for the following modules:

• Increase your functional knowledge of production and inventory • Basics of Supply Chain Management
management
• Master Planning of Resources
• Improve efficiency across the processes of your organization’s
supply chain. • Detailed Scheduling and Planning

• Streamline operations through accurate forecasting. • Execution and Control of Operations

• Predict outcomes more accurately. • Strategic Management of Resources

• Maximize customer satisfaction by delivering products and


services Just-in-Time.

• Increase profitability by optimizing your organization’s


inventory investment.

• Enhance your credibility among peers, employers, and


customers.

Who Should Earn the CPIM Designation?


A CPIM education is essential for professionals involved in:

• Production and inventory management

• Operations

• Supply chain management

• Procurement

• Materials management

• Purchasing

For more information, please contact Community Education at 310.660.6460 or visit www.
BusinessAssist.org.
*Fee is subject to change.
Request Information 75

Name Title

Organization

Street Address

City State Zip Code

Phone Number Fax Number

Email

I am interested in learning more about your services.


Please contact me with information on the following:
Contract Training Safety

Basic Skills Title:

Title: International Trade

Business Skills Import Export ITAR

Title: Additional Programs

Computer Skills Career Readiness Certificate

Title: Industrial Skills

Continuous Improvement/Manufacturing Skills Pharmacy Technician Program

Title: Entrepreneur Training-Business Boot Camp

Please forward the completed Interest Form to: STCW Program

El Camino College Business Training Center


13430 Hawthorne Blvd., Hawthorne, CA 90250
310.973.3178 Fax 310.973.3132
Email: btc@BusinessAssist.org
www.BusinessAssist.org