Employers

Business Solutions and Partnerships works in concert with private, public, municipal, nonprofit, and educational organizations in the region to provide business and workforce solutions to meet ever-changing needs. This program works closely with organizations to support efforts to be successful in the region, whether it is providing needed skills for employees and its management team, or for organizational and process improvement for increased efficiencies and growth.  

Bristol provides organizations with wrap-around supports through tailored needs assessments, leading to customized training programs to address needs and improvements. The Business Solutions and Partnerships team seeks to increase productivity through these customized training programs for both existing and new employees. 

Customer Service is about defining and delivering a great customer experience. It includes customer interaction skills, problem resolution, effective listening, handling challenging customers, and building stronger communication skills. Participants gain a better understanding that customer service also includes “internal” customer service and how internal customer service drives external customer service.

In this competitive business environment and in looking at sales and customer service, instead of being reactive and rigid, companies are seeing the need to be more proactive and flexible in their approach in ways that actually anticipates customers' needs. Many customers prefer to limit conversations with company representatives. They just want their problem solved, ideally more and more via digital solutions. In recent years, new approaches to customer service and sales have emerged due to the advent of analytics technologies and CRM’s. Employees should be empowered to take customer service and sales to the next level by anticipating the customer’s needs, sometimes even before they realize a need exists. Implementing proactive and preemptive customer service solutions takes the burden of responsibility off our customers’ shoulders and reduces the number of calls and interactions.

This training focuses on strengthening the understanding of the four primary communicative styles that customers prefer: intrapersonal, interpersonal, customer service and sales situations. 

The interactive design of this training program will improve competence and keep the customer’s experience at an exceptional level on a consistent basis. Understanding and valuing a customer service and sales culture with a focus on internal customers will be developed through active participation and interactive exercises. This training will engage participants in better understanding how to provide stellar customer service, and in the process, how to deal with difficult customers resulting in improved operations.

Training outcomes: 

• Identify customers (external and internal).
• Identify customer expectations.
• Create a “positive moment of truth.”
• Learn techniques for dealing with difficult customers.
• Amicably resolve conflict and improve customer retention.

Diversity, equity and inclusion are the new staple of training that is vital to support the development of a vibrant engaged workforce that is welcoming of all voices, cultures and lifestyles. This training provides:

• Introduction to diversity in the workplace and intercultural communication, understanding differences, and engaging and interacting in a diverse workforce.
• Understanding of different types of biases; including unconscious biases, and how to mitigate them in the workplace.
• Understanding and appreciating the different values and working styles of each generation in the workforce.

Training Outcomes:

• Key diversity and inclusion terms you should know and understand.
• Reflect and self-assess for personal discovery  
  Intent vs. impact.
• Be quiet and listen: Your first step in influencing positive change.
• Why Black Lives Matter, when all lives matter.
• Navigating change using Diversity & Inclusion change models.

Effective Communication is about more than just exchanging information. It is about understanding the emotions and intentions behind the information. It is about being able to clearly convey a message. It is about listening in a way that gains the full meaning of what is being said, builds trust, and makes other people on the team feel heard and understood.

This training focuses on exploring the different tools and techniques helpful in team building. An emphasis will be placed on:

• Communication, the importance of listening in order to clearly understand.
• Understanding cultural norms to avoid misunderstandings.
• Critical component of non-verbal communication in group dynamics.

Members of highly effective teams understand that building trust and effective communication isn’t optional; it’s vital and that is especially true in today’s work environment where team members have flexible and work remote schedules.

This training will introduce participants to the different skills of conflict resolution. At work, conflicts or communication problems can slow down, halt production, or stall the implementation of plans. This training culminates with a focus on problem solving models to help identify root causes and brainstorm solutions. Effective teams learn to understand how to facilitate problem solving so that goals and objectives can be met.

This training also looks at the general differences between the various generations in the workplace and offers suggestions on how to manage this dynamic to break down barriers. Participants learn that every style has a place on the team, and that an effective team member can recognize and leverage each style to develop into a high performing team. Participants will identify personal working styles and the impact they have on their communication style.

Training outcomes:

• Gaining a better understanding of the importance of workplace communication to building effective teams.
• Gaining a better awareness of effective ways to provide feedback.
• Gaining a sense of active listening skills.
• Developing strategies for resolving conflict positively and engaging in positive disruption to accomplish team goals.

People at all levels of management face a number of challenges and responsibilities, especially under rapid workplace change. There is no more demanding role than that of a supervisor and this role continues to evolve. A supervisor’s success hinges on how effectively they can communicate and manage their team’s performance. To keep a team fully engaged, a supervisor must be able to manage change and communicate effectively. Changes that are negatively perceived by team members can disrupt morale and the flow of work. This training highlights how changes in the workplace, and in society, have necessitated changes in how a professional supervisor leads and directs people to achieve greater business results and professional development.

Topics covered in this interactive training include:

The Changing Role of the Supervisor:

• • Making the transition from employee peer to supervisor.
  • Trust and credibility.
  • Fear vs. respect: How should you manage?  
  • Mini-DiSC: What's your style of supervising?

Increasing Supervisory Effectiveness through Effective Communication:

• • Listening skills & non-verbal communication.
  • Task & time management.
  • Delegating & managing change.
  • Communication style & asking good questions.

Supervising a Diverse Workforce:

• • Managing diversity & inclusion.
  • Promoting inter-cultural communication.
  • Supervising a multi-generational workforce.

Performance Management:

• • Introduction to coaching & feedback.
  • Using G.R.O.W. - A Coaching Discussion Model.
  • Introduction to Discipline in the Workplace.

Everyone has leadership qualities. This course is recommended for new supervisors and supervisors in the role looking to update their skills. All experiences are welcome. Attendees should be aware of workplace policies and some of the challenges facing their organization and be prepared to share their experiences.

Training Outcomes:

• Describe changes in the business climate that have influenced a change in how supervisors manage their direct reports.
• Understand the impact that a supervisor’s trust and credibility have on team performance.
• Articulate and demonstrate the habits of credible leadership and how to build a cohesive and productive work relationships within your team and with individual team members.

Bristol Community College’s Economic and Business Development’s Business Solutions and Partnerships group has over 25 years of experience in offering quality workplace education programming for area employers, from the initial needs assessment to hiring qualified workplace education instructors to customizing curriculum and implementing learner-focused training tied to business goals.

The outcome of the ESOL in the Workplace training will be to increase communication with supervisors, increase teamwork, prepare workers to follow work instructions and engage in cross-training if appropriate/desired. By increasing communication, these employees will be better able to contribute to the company’s KPI’s (Key Performance Indicators) of improving delivery time, increasing quality and minimizing re-work. The training has the added benefit of enhancing employee job satisfaction and retention.

The purpose of this training is to help improve English skills in listening, speaking and pronunciation, as they relate to employees’ work experience. The training will primarily focus on general communication in the workplace.

Training Outcomes:

• Say and write numbers.
• Identify, name and discuss workplace tools and materials.
• Understand and follow spoken and written workplace instructions.
• Understand workplace schedules.
• Give oral and written personal information.
• Identify and report problems to supervisors.
• Express ideas for improvements.
• Read signs and directions at the worksite.
• Better able to understand written instructions including work orders, procedures manuals, employee evaluations, and safety materials.
• Understand, discuss and respond appropriately to workplace safety protocols.

This training program introduces managers and lead staff to the essentials of finance. The training will help employees to be more conversant in critical financial terminology and learn how to calculate and track key financial management indicators. Participants will learn how to assess organization's financial health by reviewing balance sheets, income statements, and statements of cash flow, as well as discover how finance and accounting tools can be used to support informed decision-making within the organization.

Training Outcomes:

• Identify and differentiate the three most common types of business organizations and the structure of each.
• State the fundamental objectives of a corporation and the differences between wealth and profit maximization.
• Recognize the impact of social and ethical responsibility on business.
• Identify and describe the structure and functions of the finance department within an organization.
• List and define the five key principles that form the foundation of financial management.
• Recognize and define the five key financial markets.
• Describe the function of the stock market and the three trading venues it utilizes.
• Recognize the uses and functions of budgeting.
• Recognize the key activities, considerations, and benefits of strategic organizational planning.
• Identify the components and calculations used to create a master budget and recognize uses for this information.
• Identify the components and purpose of an operating budget.
• Recognize how sales, production, and cost of goods sold budgets are created and perform related calculations.
• Recognize the purpose of cash budgets and how they are prepared.

Bristol informs organizations on their eligibility for the Workforce Training Fund Program from the Commonwealth Corporation. Experienced Bristol professionals provide grant writing and project budget development, business processes and employee professional development assessment, and training program coordination and delivery.  

Effective leaders drive execution and results. They do so by using a variety of styles and competencies. This training provides an overview of what leadership actually is. We start by defining leadership and then compare and contrast it to management. The focus is on leadership as a behavior, not a title or position. For a leader to be effective, he or she must establish credibility. Participants in this workshop will look at methods for establishing credibility as well as other components of effective leadership, including facilitative leadership.

When teams are asked to identify which skills, they think their leaders need to improve, “listening” tops the list. When employees feel that their leaders are listening to them, they are more likely to engage and morale, productivity and quality of work increase. This training identifies the attributes of active listening and provides tips to improve listening skills that enhance overall communication.

Emotional Intelligence is the capacity to be aware of, control and express one's emotions and manage others' emotions around you in a healthy and empathetical way. It is the key to both personal and professional success. This training offers a deeper discussion of emotional intelligence and explores simple ways to foster more of this in your life/work through the understanding of another's perspective even when it contradicts your own.

Generational Workforce Management is the skill to manage the four generations commonly found in a workplace: Matures, Boomers, Gen X and Gen Y or Millennials. In this training, we look at the common differences between the generations and offer suggestions on how to better manage them in the workplace.

The benefits of this leadership training include better collaboration, motivating and inspiring others, recognizing and acting on opportunities and assisting in the resolution of conflict in a fair way. It can also produce better morale and assist others in tapping into their potential. What participants learn in this workshop is that every style has a place on the team, and that an effective leader is able to recognize and leverage each style to develop a high performing team.

Training outcomes:

• A broader awareness of themselves as a leader – behavior, mindset and aspirations.
• A repertoire of skills and practical tools for tapping the creativity and experience of those with whom he or she works.
• A vision of the impact each would like to have as a leader and an action plan to achieve that impact.

Effectively managing multiple projects, resources, and budgets is critical in today's global business environment. This Project Management training provides a deeper dive into the roles and responsibilities of the project manager, examining project management in theory as well as in practice. This training offers a practical approach to managing projects, without requiring any previous project management experience. Participants will focus on organizing, planning, and controlling the deliverables of the project using good practices.

This training will examine project management roles, the project lifecycle, and  
various techniques of work planning, control, and evaluation to achieve project management objectives using system tools and project management philosophies. The training will provide individuals with the language and the frameworks for scoping projects, sequencing activities, utilizing resources, and minimizing risks. The training will cover the key concepts of planning and executing projects. Individuals will identify factors that lead to project success, and learn how to plan, analyze, and manage projects.

This training will provide participants with an overview of the skills needed to initiate, plan, execute and close projects successfully, on time, within budget and to customer expectations.

Training Outcomes: 

• Understand the key components in the project management life cycle including the Project Charter.
• Know the 4 phases involved in project management.
• Understand and delegate roles & responsibilities.
• Develop project documentation & communication vehicles.

Bristol has a wide range of Lean Sigma/Business Process Improvement training to move company to the next level of quality and efficiency. The training starts with Lean/Process improvement for Leaders, designed to familiarize managers with the history, concepts, tools and techniques used in lean/business process improvement projects.

Bristol’s Lean Sigma Green Belt training follows the DMAIC (Define, Measure, Analyze, Improve, Control) model and teaches the skills required to participate in and effectively lead company improvement projects.

• Define: Attendees will be taught tools to identify and/or validate their project, illustrate 
  their processes, define customer requirements and prepare themselves to be an effective project participant.
• Measure: Participants will learn and practice tools to determine critical measures necessary to satisfy customer requirements. A measurement plan to document process performance will be developed and the basics of variation and measure process sigma will be discussed.
• Analyze: Attendees will learn how to analyze the data to further define the opportunity for improvement. They will use stratification and root cause analysis to help determine true sources of variation.
• Improve: Participants will learn how to generate creative solutions that eliminate the root cause of customer defects using various methods of solution identification, prioritization, and implementation.
• Control: Participants will learn how to implement the control plan and will discuss how to outline lessons learned as well as identify replication and standardization opportunities.

Lean Yellow Belt training focuses on preparing individuals to support limited improvement projects and serve as a team member on a more complex improvement project. A Lean Six Sigma Yellow Belt possesses a general understanding of the key aspects of the DMAIC process.

Training Outcomes: 

This training will allow participants to be well versed in the foundational elements of the Lean Six Sigma Methodology. This course will include a thorough review of Lean/Business Process Improvement tools such as Value Stream Mapping, 5S and Visual Systems.

• Participant who complete the Green Belt course work along with a company certified cost-saving project will received a Green Belt certification.

Approximately 30% of the American workforce is currently working remotely. What was once the privilege of a trusted few is now the new reality for millions of professionals, a situation unlikely to alter.

In some cases, individuals are no longer supervised in the office but there are more distractions, e.g., children and partners sharing space or inadequate home internet services. There are other remote work team challenges such as difficulties collaborating, setting agendas, accountability, and using and learning new technologies. Remote workers also need to develop a new mindset and practice. This training will focus on the tools and strategies to promote an efficient work environment and creating a responsive work environment that also recognizes and builds in work and life balance.

This training focuses on effective time management techniques which can increase productivity, enhance teamwork and produce cost savings. Task and Time Management looks at how we organize ourselves and then extends the principles of time management to how we organize the tasks we must perform to be successful in meeting our personal and work goals. Microsoft Outlook is one of the most powerful tools for effective time management. Microsoft Outlook contains a varied set of functions that can make your life and the lives of those around you more productive. Outlook’s set of special features can bring you tremendous benefits to help you organize, plan, communicate, manage and delegate more efficiently.

One of the most common causes of reduced productivity in the workplace is the time spent on checking, processing, answering, and creating email. In this training, individuals will learn techniques to process email efficiently and quickly.

Training Outcomes:

• Identify 7 most common time wasters and create solutions to overcome them.
• Develop a plan to cut down on time wasters and incorporate more strategies to spend time wisely.
• Set priorities and establish realistic boundaries.
• Improve concentration and efficiency.
• Incorporate e-mail efficiencies and time-saving shortcuts.