Bunker Hill Community College

AIM

Established in 1915, Associated Industries of Massachusetts is the largest nonprofit, nonpartisan association of Massachusetts employers.  AIM's mission is to promote the well-being of its members and their employees and the prosperity of the Commonwealth of Massachusetts by

• Improving the economic climate of Massachusetts,
• Proactively advocating fair and equitable public policy,
• Providing relevant, reliable information and excellent services.

The cost of each course is $100 per student for 3.5 hour course with minimum enrollment of 8 students, and $200 each course per student for 7 hour course with minimum enrollment of 16 students. Open to all. For more information, visit www.aimnet.org.

Key Survival Skills for Managers/Supervisors
AIM-119

Appropriate for newer managers and supervisors or for those who would like to refresh or update their skills, this highly interactive program examines core management skills such as problem solving, conflict management, delegation, coaching and training, and managing performance. Participants will discover their own tendencies for solving problems and learn methods that can be applied in any situation. Through this program, participants will realize how taking the time to effectively delegate, coach, and manage employees results in much greater personal productivity and success. 7 hours.
H1-Thursday 9:00 a.m. - 12:30 p.m. Fred Stack
TBA-09/17, 09/24
H2-Thursday 6:00 p. m. - 9:30 p.m. Fred Stack
TBA-11/05, 11/12

Project Management Basics
AIM-123

This interactive program outlines a systematic approach to basic project management. Course discussion and activity will focus on learning the key components of project management, and develops skill at measuring and monitoring project performance that will increase the probability of success. The session is not geared toward the use of project management software, but is designed to provide a foundation of conceptual knowledge that will be valuable regardless of the technological tools available to the individual. This session is appropriate for managers, supervisors, technicians or any individual contributor with little or no experience in project management methodology. Also serves as a great refresher for the more experienced. 7 hours.
H1-Thursday 6:00 p.m. - 9:30 p.m. Fred Stack
TBA-09/17, 09/24
H2-Thursday 9:00 a.m. - 12:30 p.m. Fred Stack
TBA-11/05, 11/12

Human Resources for Non-Human Resources Managers
AIM-121

This program provides a solid foundation of HR functional knowledge and helps participants identify situations that may put their company at risk.  Participants will review key federal and state laws and regulations, recordkeeping requirements, pre-employment screening strategies and gain pointers for policy development. Participants will learn about performance management and understand obligations regarding benefits administration. This course is perfect for the "accidental" HR manager, but is also appropriate for HR professionals whose experience has been in a single functional area or for line managers who want an introduction to the human resource function. 7 hours.
01-Friday 9:00 a.m. -12:30 p.m. Lynda Slevoski
TBA-09/18, 09/25
W1-Wednesday 6:00 p.m. - 9:30 p.m. Lynda Slevoski
TBA-10/28, 11/04

Human Resources Overview for Administrative Staff Support
AIM-129

As a human resources (HR) assistant, you play an increasingly vital role in your company's success, both from a legal and administrative perspective. This program will help you support and administer the HR function more effectively while avoiding costly employee claims and legal problems. A human resources assistant whose skills and knowledge are out of date or who hasn't received training can put an organization at serious risk for fines, penalties or expensive lawsuits. 7 hours.
01-Friday 6:00 p.m. - 9:30 p.m. Lynda Slevoski
TBA-09/18, 09/25
W1-Wednesday 9:00 a.m. - 12:30 p.m. Lynda Slevoski
TBA-10/28, 11/04

Communicating to Make the Sale
AIM-109

This program highlights the importance of strong communication skills and positive attitudes and behaviors in building customer relations. Students will learn how selling has evolved from a seller-driven process to a customer-focused effort, relying heavily on trust. This session uses assessments, practice exercises, videos, role-playing, and feedback to develop winning sales skills. Students identify four major communications styles and how to use them in face-to-face meetings as well as how to frame questions in ways that build trust and confidence. This program is perfect for all types of sales representatives - new or experienced, inside or outside. 3 1/2 hours.
T1-Tuesday 9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-09/22
M1-Monday-9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-11/02

Telesales
AIM-113

Have hang-ups about phone sales? Want to excel at selling over the phone? Energize your telesales technique by giving yourself the communication skills and resiliency to drive and sustain results. Participants will refine a product-specific opening statement, hear themselves as they sound over the phone and get feedback in a safe and constructive environment. They will learn the importance of being concise and using appropriate tone, grammar and diction to establish rapport and trust. 3 1/2 hours.
T1-Tuesday 6:00 p.m. - 9:30 p.m. Toby Danforth
TBA-09/22
M1-Monday 9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-11/09

Developing a Winning Sales Technique
AIM-111

This highly participative program allows new sales representatives to acquire critical sales skills or can serve as a tune-up for established sales representatives. Common mistakes sellers make are identified in moving through the sales process. From prospecting to identifying decision makers, through handling objections and closing, this program will show the participants how they can fully control the sales call - all the while representing their organization with the utmost professionalism. 3 1/2 hours.
T1-Tuesday 9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-09/29
M1-Monday 9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-11/16

Selling for Repeat Business
AIM-115
This program helps participants understand and define the reasons behind a customer's decision to continue buying from a vendor, or bring their business elsewhere. Participants come away with sensitivity to the right fit of sales approach and culture that will ensure repeat business. There is an emphasis on soliciting and incorporating feedback from various sources and learning how to ask the right value-add questions. 3 1/2hours.
T1-Tuesday 6:00 p.m. - 9:30 p.m. Toby Danforth
TBA-09/29
M1-Monday 9:00 a.m. - 12:30 p.m. Toby Danforth
TBA-11/30

Becoming a Customer Service Professional
AIM-101

In this program, students develop an understanding of the value of customer service and learn how to contribute to a culture of service in the workplace. The program identifies critical behaviors, introduces the concepts of internal and external customers, and the critical stages of the customer service cycle. 3 1/2 hours.
H1-Thursday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-10/01
01-Friday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-11/13

Good Communication Means Great Customer Service
AIM-103

This program illustrates the value of communication in day-to-day dealings with customers, both internal and external.  It focuses on the impact of common communication barriers, such as perceptions, personal bias, assumptions, viewpoints, and lack of practice. Students learn to identify their own communication style, identify barriers to good communication and develop skills for clear communication. Active listening skills are developed, for both the telephone and in person. 3 1/2 hours.
H1-Thursday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA-10/01
01-Friday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-11/20

Train the Trainers
AIM-117

In this program participants will learn how to plan and deliver effective on-the-job training (OJT) to others within their organization. It begins with the analysis of training needs, the creation of learning objectives, development and delivery of the training and evaluation of effectiveness. Participants will create a sample training plan, and practice one-on-one training methods. Anyone at the supervisory or individual contributor level who may be called upon to train others through OJT should take this course. 3 1/2 hours.
T1-Tuesday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-10/06
01-Friday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA-11/20

Meeting Management
AIM-125

Well-planned and moderated meetings are essential to organizational effectiveness. Most meetings have little structure and unclear goals, and end up wasting people's precious time. This program allows participants to learn how to plan an effective meeting, identify roles and responsibilities, and develop techniques for managing and facilitating meetings more successfully. Anyone who would like to enhance their ability to run and attend, productive effective meetings - both new and experienced managers, supervisors and team leaders, project leaders, HR professionals, and more. 3 1/2 hours.
T1-Tuesday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA-10/06
01-Friday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA-11/13

Dealing with Difficult Customers
AIM-105

This program focuses on difficult customers, and how to build trust and relationships with those customers. Careful attention is given to “angry” customers, although other definitions of “difficult” are explored. Students will develop skills for building rapport in stressful situations, including techniques for diffusing anger, saying no, and offering alternatives to help satisfy customers when things go wrong. 3 1/2 hours.
H1-Thursday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-10/08
01-Friday 9:00 a.m. - 12:30 p.m. Liz Warrick
TBA-12/04

Managing Multiple Priorities
AIM-107

Welcome to the customer service time juggle! This program is designed to help students prioritize their work and responsibilities, and overcome barriers to productivity. The class features techniques for time management, organization and stress management. Many small group activities and self-assessment tools are used in this class. 3 1/2 hours.
H1-Thursday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA-10/08
01-Friday 6:00 p.m. - 9:30 p.m. Liz Warrick
TBA 12/11

The Supervisor and the Law
AIM-127

According to the EEOC, 95% of discrimination and harassment complaints are filed as a result of something a direct manager or supervisor either does or fails to do. This program is designed to help supervisors and managers understand how employment laws work in the real world - and how they apply very directly to their every-day duties, decisions and interactions. Invest in the education of the people with the greatest opportunity to minimize risk, and cost, by preventing discrimination and harassment in your workplace. 3 1/2 hours.
T1-Tuesday 9:00 a.m. - 12:30 p.m. Lynda Slevoski
TBA-10/13
01-Friday 6:00 p.m. - 9:30 p.m. Lynda Slevoski
TBA-12/04