Small Business Training & Development



CUSTOMER SERVICE 

 

NEW! Customer Service Certificate Program In today's competitive environment, profit and non-profit organizations will face operational and financial challenges with employees who are not trained and motivated to provide exceptional customer service. Participants may enroll in any or all modules listed below.  Participants must complete all 4 classes for a certificate of completion                                    

The Importance of Exceptional Customer Service Customer Services is vital to a business because it is often the only contact a customer has with a business.  Students will be provided realistic examples on how to deliver exceptional customer service, which can differentiate your business from competitors and provide you with better financial success. (2 hours) $49                                    

 6/12                  6:00pm - 8:00pm               Tuesday        Bedford                ROMANO
CAR 873 30            13865                           HH 114

The Five Pillars of Effective Customer Engagement Each pillar of effective customer engagement represents a customer-training milestone and when practiced in the work environment, will better enable students to create an interaction with the customer that will increase trust, appreciation and satisfaction. (2 hours) $49                                    

6/14                   6:00pm - 8:00pm               Thursday         Bedford              ROMANO
CAR 874 30            13866 
                                HH 114
The Importance of Verbal and Non-Verbal Communication
Students will be taught the importance of customer service messaging delivered verbally and through non-verbal communications. Students will be paired with other students for this interactive exercise and training session. (2 hours) $49                                    

6/19                  6:30pm - 8:00pm               Tuesday         Bedford                ROMANO
CAR 875 30            13867                            HH 114
Turning the Difficult Customer into a Cheerleader
Students will be trained in defusing a dissatisfied, angry or hostile customer through the art of the apology and other customer engagement tactics. (2 hours) $49                                    

6/21                   6:00pm - 8:00pm              Thursday           Bedford             ROMANO
CAR 876 30         13868                                HH 114  




          
MANAGEMENT LEADERSHIP
Management and Leadership Certificate for New Managers
This program will give new managers the skills needed to shift from an individual contributor to a well-respected manager and achieve team success. With role play and case studies, you will discover how to adjust use your unique skills and management style for this new challenge. Note: Participants may enroll in any or all modules listed below. Participants must complete all 6 classes for a certificate of completion. Instructor Bio: Dr. Marcie Zaharee brings 20 years of experience in academia, department of defense, and industry to Middlesex Community College. Marcie joined MITRE in 2005 as an Associate Department Head for Information Management and Practice where she worked to advance knowledge management in MITRE. She is now the Ideation and Innovation Manager within the Office of Corporate Technology responsible for the process and infrastructure of MITRE’s innovation program. Marcie holds a Masters and Ph.D. in Business Management and Education. For detailed info: https://www.middlesex.mass.edu/careertraining/management.aspx

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NEW! Executive Presence for Career Success - 1 Day Seminar
Whether it’s a job interview, a request for a raise, a pitch to a otential customer, or a networking opportunity, executive presence is key to successful outcome. This program will provide tips and peer coaching on your executive presence as you introduce yourself in multiple business context. Be prepared to develop and get lots of practice                           giving your message with confidence, and to receive invaluable feedback (7 hours) $99

07/18              9:00am - 4:00pm             Wednesday      Lowell        Maloney
CAR 895 80          13909                          LC 207

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NEW! Digital Media Marketing Certificate Program
In today’s internet driven world, understanding your businesses digital media marketing plan is essential.  In this program, you will learn about the different digital media outlets and how those can be applied to your digital marketing plan. The listing below represents the order the classes occur in throughout the semester. Students will receive a certificate upon completion. (15 hours) $199 
7/9 - 8/13           5:30pm - 8:00pm           Monday                 Bedford                   Noel
TEC 661 30               13877                        AR 102


Fundamentals & Trends in Digital Media Marketing Learn the basics of digital media marketing, what platforms are included in digital media marketing, and how this is important in today’s market. (2.5 hours)

Optimizing Marketing Emails Get email marketing tips to turn your generic e-blasts into optimized, personalized emails that your customers will actually read!  Hear best practices on email lists and what you can and cannot say in a marketing email.  Learn how to increase your open and click-through rates and more! (2.5 hours)

Search Engine/Website Optimization Learn the process of improving the volume and quality of consumer traffic to your website.  Get tips and strategies that will make your website search-engine friendly. (2.5 hours)

Tracking Your Digital Media Marketing Now you know how to get customers to your website, but how do you track that data. Learn the best ways to track this important data and what you can learn from the results.(2.5 hours)

Mobile & Online Advertising Learn about the different online advertising channels and how to select those that will be consistent with their mobile marketing campaigns.  Gain knowledge on trends and guidelines around online and mobile advertising. (2.5 hours)

Creating Your Digital Marketing Campaign Bring all the knowledge you have gained through the program together to create your business digital marketing campaign.  Students should come to class with a digital marketing plan prepared and ready for instructor feedback.  (2.5 hours) 

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UPDATED! Social Media Certificate Program
MCC's Social Media Certificate program is designed to provide participants with a foundation and skill set in the new, evolving world of social media. The skills can be applied immediately in the workplace or to market a small business. All eight classes must be attended in order to achieve a certificate. In order to get the most of each class students should open an account in each platform prior to the start of class. Time will not be spent creating accounts in class.  For detailed info: https://www.middlesex.mass.edu/careertraining/socialmedia.aspx (12 hours) $199                                         

05/29 - 06/14               5:30pm - 7:30pm        Tuesday/Thursday         Lowell            MASTROGIACOMO
TEC 640 80                    13880                           LC 206


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Web Design Certificate 
This hands-on certificate program delves into the basic design theory, planning, deployment, and ongoing development of a website using WordPress or other blogging and content management systems.  Basic understanding of Windows and the internet are prerequisites. WordPress will be used for all courses.  To earn a certificate in web design, candidates must complete the following five courses:  Up and Running on the Web, Scripting Languages for the Web, Designing for the Web, Maintenance and Security for Web Servers, and Advanced Topics for the Web.  This is also the preferred order for courses to be taken.
Instructor Bio:  Greg Fishbone has been designing and maintaining websites for individuals, companies, and organizations for over 20 years, a period that has seen web technology develop from a computer lab accessory to the backbone of our modern economy and central player in our daily lives. Greg serves as principal designer at Groton Pixel Web Design.                                           
For detailed class information: https://www.middlesex.mass.edu/careertraining/webdesign.aspx
                                   



COMPUTER APPLICATIONS

Business Computer Applications Certificate
This certificate course will prepare you for a position in offices where proficiency in software such as Microsoft Office suite is used. These positions include administrative  assistant, customer service or data entry. Students will become proficient in computer  skills such as file & folder management, system backup, device/printer setup, internet basics, password management along with word processing, spreadsheet, and presentation, and calendar software packages. These tools are commonly used in most work environments today. (24 hours) $299

05/30 - 07/25             5:30pm - 8:30pm             Wednesday         Bedford            KELLEY
TEC 748 30                 13908                              AR 102
No class July 4

07/10 - 08/28             3:00pm - 6:00pm             Tuesday             Lowell           KILROY
TEC 748 80                     13522                            LC 206

 

MS Word for Business
Microsoft Word is a powerful and popular word processing program most professionals use in the business world. This course will provide the necessary skills for creating professional and eye-catching documents, reports, newsletters, flyers and more by utilizing both basic and advanced techniques. (12 Hours) $149

06/01 - 06/22            9:00am - 12:00pm              Friday              Bedford           KILROY
TEC 762 30                13728                              AR 102


 

MS Excel Certificate
From beginning to advanced functions of MS Excel, prepare yourself for the workforce demands as you become proficient with Microsoft Excel. This course is designed to teach you the features of MS Excel to have you using it like a pro from beginning to advanced functions. This program will give you a powerful set of skills to help you with career advancement. Upon successful completion you will be able to: create and format a worksheet; create formulas; manipulate and calculate data with advanced formulas, create and modify tables, present data with charts, analyze data using PivotTables, customize data, work with multiple workbooks, import and export data. Pre-Req: Students must be proficient in a MS Windows environment with keyboarding skills. Please bring a flash drive to class. (24 hours) $299

5/22 - 7/24               6:00pm - 9:00pm             Tuesday          Bedford               TROCHE
TEC 759 30                   13745                          AR-101
No class July 3

MS Excel Beginning/Intermediate
This comprehensive course provides the in-depth, hands-on instruction needed to work with Microsoft Excel. In this class students will learn the fundamentals of creating workbooks, performing calculations, using built-in formulas, formatting the worksheet, combining, sorting, and summarizing data, working with charts and printing. Participants must be proficient with MS Windows / keyboarding. Please bring a flash drive to class. (9 hours) $149

5/29 - 6/13                6:00pm - 9:00pm            Wednesday         Bedford            TROCHE
TEC 760 30                  13744                             AR-101

6/4 - 6/18                  6:00pm - 9:00pm             Monday            Lowell                  TROCHE
TEC 760 80                   13746                            LC-202


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Accounting Fundamentals Certificate Program
Understanding basic accounting principles and maintaining accurate financial records is critical for all businesses. You will be introduced to theory and practice of basic concepts in accounting and bookkeeping. This hands-on program introduces participants to documents and journals required to establish a computerized set of accounts for a small business. Individuals who are interested in starting on this career path, small or home based business owners, and others with little to no experience will benefit. Complete the Fundamentals of Accounting/Bookkeeping and QuickBooks to earn the certificate of completion or modules can be taken alone.

Fall Dates TBA

Accounting/Bookkeeping Fundamentals
Learn essential terms and concepts related to starting an accounting system, understand debits and credits, classify items as assets, liabilities, equity, revenue/sales and expenditures. Use practice scenarios and complete basic procedures such as journalizing entries and posting transactions to a general ledger. Explore the bookkeeping and accounting cycle, cash systems, creating and understanding financial reports. Learn to create a Trial Balance and Post-Closing Trial Balance, understand an Income Statement and Balance Sheet as well as adjusting entries and bank statement reconciliation. Topics Include: understanding accounts; debits and credits; analyzing transactions; journaling; general ledger; closing/adjusting entries; post-closing trial balance; financial reporting. (30 hours) $549

 

Computerized Accounting & Bookkeeping with QuickBooks 2010
Develop a working familiarity of QuickBooks 2010 with this hands-on course and apply this financial software application to what you have learned in Accounting and Bookkeeping Fundamentals. This course provides hands-on experience performing the most common business transactions. The objective is to give students a basic familiarity with the operation of QuickBooks and an overview of the accounting process as it relates to QuickBooks in a small business environment. This course requires completion of Accounting/Bookkeeping Fundamentals or previous accounting/bookkeeping knowledge. Topics: Getting Started; The Sales Process; Banking and other Transactions; Vendors and Managing Expenses; Bank Reconciliation and Reports. Bring a flash drive to class. (13 hours) $169


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PROJECT MANAGEMENT

Winning Project Management
In this introductory class you will develop the skills to build a sturdy project plan and to manage the project using that plan. You will learn how to balance the triple constraints of scope, cost, and schedule with the other project imperatives of quality, risk, stakeholder satisfaction, and business profit.  Participants will use their own real projects to develop a scope statement, work breakdown structure, network logic diagram, and resource assignments. Through the interactive game of Herding Cats, everyone will manage a project, revise a plan based on milestone achievements, assess risk, and re-plan to accommodate changes that occur. Topics include progress measurement techniques such as buffer management and earned value, status reporting, and how to manage a team of creative individual contributors. The program includes the latest terminology from PMI's PMBOK Guide.  Note: This is NOT a PMP exam prep course. Instructor: Jack Nevison from New Leaf Project Management. 20 hours $369 tuition. $60 materials fees due to the instructor the first day of class. 
Monday:  June 4, 11, 18         8:30am - 3:30pm                       Bedford  Room TBA 
CAR 869 30         

                                                   

HUMAN RESOURCES

SHRM Human Resource Certification Exam Prep
The Future of HR is SHRM - Certified. Establish yourself as a globally recognized human resource expert by earning the SHRM standard in HR certification: SHRM Certified Professional (SHRM-CP) and SHRM Senior Certified Professional (SHRM-SCP). These professional certifications can open doors for professional advancement, serve to harmonize standards with changing expectations and signal to employers advanced professional development. Ensure you’re prepared with our course designed for SHRM credential candidates. Expand and test your knowledge and practical, real-life competencies in areas critical for HR career success. This intensive program combine’s expert instruction with MCC certified and experienced instructor along with the SHRM Learning System so you will learn faster, retain more knowledge and stay on track for success on the exam. For more information visit www.SHRMCertification.org. The course investment includes instruction, online and print course materials. (33 hours) 

More Info: https://www.middlesex.mass.edu/careertraining/shrmls.aspx


SHRM HR Essentials
This fifteen (15) hour introductory course offers a solid, comprehensive overview of human resource roles and responsibilities. We will provide participants with critical knowledge to help reduce potentially costly lawsuits and improve the ability to handle challenging HR issues. This course is ideal for those who are just starting out in the HR profession, small business owners, or those who are looking for an effective way to improve their employee management skills. Tuition includes all SHRM® study materials which will be distributed the first class. HR Topics Covered: HR Management, Employment Law, Recruitment and Selection Compensation and Benefits, Employee Development and Performance Management. In cooperation with SHRM®, a certificate will be awarded upon successful completion of all hours. Partial credit is not awarded. For Commonwealth of Massachusetts Employees: Course is eligible for tuition waiver only. Material/text fee is student paid. (15 hours) 

More Info: https://www.middlesex.mass.edu/careertraining/shrme.aspx



OSHA TRAINING

OSHA General Industry 10 hrs Training

This training program provides information for safe practices governed by OSHA standards for General Industry Workers, Worker rights, employer responsibilities and how to file a complaint, as well as identification, prevention and remediation of workspace dangers will be discussed. Instruction time is 10 hours minimum with additional time for testing and discussions. Students passing the test on the last day of class will receive OSHA certificates. OSHA cards are mailed within 90 days. * An $8 fee for OSHA cards will be collected during the first class. Students MUST attend all class sessions to receive their certificate and OSHA card. (12 hours) $179

More Info: https://www.middlesex.mass.edu/careertraining/osha.aspx 

 

 

Last Modified: 4/25/18