Certificate Programs

Hands in the air in a classroom setting

Certificate programs are groups of classes with a common theme. Certificate programs deliver breadth and depth of knowledge through the variety of classes within the program. Participants who complete certificate programs will be recognized for completion of the program by being listed in the Honor Wall for the certificate program that was completed. In addition to statewide certificate programs, the Center for Organizational Effectiveness (COE) can customize programs to meet specific needs and goals within agencies.

Certificate Listings

To get started with any of the certificate programs, contact COE to request registration in an available program and/or ask about creating a certificate program that is specific to your agency.

Current Certificate Titles

Customer Service

This Customer Service Certificate is designed to support customer service improvement initiatives.  The courses in this program provide education and experience on the interpersonal aspects of customer service, resolving conflict, communicating effectively, and managing accountability.  This program is open to all State employees, and is perfect for anyone who regularly works with people to support the operations of the State.  Through completion of this program, participants will complete the Success Insights assessment to increase awareness of self-perceptions and how these impact the way we provide service.  This certificate includes six classes that will provide participants with a set of skills that can be applied to any customer interaction to deliver effective, efficient, and elegant customer service solutions.  Participants sign up for the entirety of the certificate program with a single registration.  This program includes a Capstone class which will require participants to complete a series of reflection and discussion activities designed to help identify key learning and behaviors that can be applied on the job.  Participants who complete all seven components of this program will be listed on the Honor Wall of the COE website to recognize the accomplishment of achieving this certificate.

Day 1: Exceptional Customer Service  – set the foundation for customer service with definitions, strategies, and models
Day 2: Effective Communications and Listening  – get clear on effective communication
Day 3: Day 3: Courageous Conversations  – learn how to overcome communication barriers when stakes are high
Day 4: Accountability is a Two Way Street– learn to establish and accept accountability
Day 5: Unconscious Bias – Identify how bias can get in the way of service
Day 6: Capstone Class  – pull it all together and share with the class what you learned and how you will apply these skills

Click the button below for a full description of each course in the certificate.

Customer Service Certificate Class Descriptions

Statewide Supervisor

This four-day, cohort-based program is designed to prepare new supervisors and leaders new to the State system with essential skills and knowledge to be successful. Research has shown that leadership is an acquired set of skills and not something people are born with. Additionally, good leaders use what they have learned to guide their team to success. The Statewide Supervisor Certificate provides the skills and knowledge new supervisors need to know in order to be successful.
 
The certificate consists of classes held one day per week for one month. It is instructor-led and delivered online. Participants will be assigned homework and application activities to reinforce real-life learning. A Franklin Covey All Access Pass with guided instruction is included.
 
Session 1: Leadership Essentials

  • What It Means to Be a Public Servant
  • Baseline Duties of Supervision and Support
  • The Employee Support Cycle
  • 6 Critical Practices for Leading Teams
  • The Leader’s Mindset
  • Communicating Like Supervisor

Session 2: Policies & Legal Responsibilities

  • The Employee Support Cycle
  • Delegated Authority
  • Exempt v. Non-Exempt Employees
  • Equity, Diversity, and Inclusion
  • Organizational Safety
  • Reasonable Suspicion

Session 3: Hiring and Compensation

  • Hiring Process and Components
  • Total Compensation
  • Leadership Scenarios

Session 4: Performance Management

  • Overview of the Performance Management Process
  • Develop Performance Goals
  • Onboarding New Employees
  • Manage, Evaluate, and Develop Performance
  • Employee Grievances
  • C-SEAP Support Resources

Statewide Supervisor Class Descriptions (PDF)

Individual Contributor

This Individual Contributor Certificate is designed to give employees without direct authority over others the knowledge, skills and abilities to maximize their personal effectiveness. The courses in this program provide education and experience in the areas of communication skills, unconscious bias, self-motivation, emotional intelligence and personal effectiveness. Participants will also complete the Success Insights assessment to increase their awareness of self-perceptions and how they impact the way they work with others. This certificate includes six classes that will provide participants with a set of skills that can be applied to their everyday work. A Franklin Covey All Access Pass with guided instruction is included with registration to this cohort. 
 
This program includes a Capstone class which will require participants to complete a series of structured reflection and discussion activities designed to help distill key learning and behaviors that can be applied on the job. 
 
Session 1: The 7 Habits for Highly Effective People

  • Assume full accountability for results
  • Identify what matters most in professional and personal lives
  • Prioritize and achieve the most important goals, instead of constantly reacting to urgencies
  • Collaborate more effectively by building relationships of trust and mutual benefit
  • Approach problems and opportunities with creative collaboration
  • Integrate continuous improvement and learning

Session 2: Effective Communication and Effective Listening

  • Develop an understanding of their communication style and how it impacts others
  • Review the barriers to effective communication and its impact to the workplace
  • Understand how listening is an extremely powerful management tool and how to use it effectively
  • Communicate in a manner that builds trust and confidence at work
  • Maximize the use of technology in communications

Session 3: Emotional Intelligence (CPS HR Consulting)

  • Gain a better understanding of self-management and self-awareness
  • Gain better insight over your actions and emotions

Session 4: Unconscious Bias

  • Address unconscious bias’s impact on decision making
  • Build a culture where everyone feels respected, included, and valued
  • Improve collaboration between newly acquired groups or between existing functional silos
  • Develop an inclusive culture that positively impacts the bottom line
  • Shift from a compliance-based approach to diversity training to a more practical, action-oriented approach
  • Close the gap between expected and actual behaviors in how people see and treat each other

Session 5: Staying Motivated, Productive & Connected While Working From Home

  • Understand your motivators and how to maintain momentum while working from home
  • Learn how to build productivity and accountability into your daily and weekly routines
  • Learn about your preferences for communication and examine your supervisor’s and team’s preferences
  • Gain insight into creating an environment and schedule that supports your success working from home

Session 6: Certificate Capstone Course

  • Assemble items from completed courses (personal notes, PPT slides, models from class, etc.) that represent key learnings for the participant
  • Complete structured reflection activities during class that emphasize changes in behavior, for the participant, from before training to current state
  • Identify key learning gained through completed coursework related to the certificate being completed
  • Develop a presentation that identifies 5-10 key learnings gained through coursework and 5-10 impacts that can be measured in the workplace that will be/or have been implemented, related to improving performance, engagement, or retention of State employees
  • Deliver the presentation during class

Individual Contributor Class Descriptions (PDF)

Contact COE: DPA_PrsnlTraining@state.co.us