New Horizons Computer Learning Ctr Course Desc.pdf

University of Wisconsin - Madison

RFB # 2024-UWMSN-00482-RFB

Staff Training and Professional Development

New Horizons

707 Landa Street, New Braunfels, TX 78130 www.newhorizons.com

Page: 18

April

Leadership Class

1 Day

Effective Leadership through Coaching

In the face of rapid, disruptive change, companies understand that command-and-control leadership is no longer viable. As a result, many firms are moving toward a coaching model in which managers facilitate problem-solving and encourage employees’ development by asking questions and offering support and guidance rather than giving orders and making judgments.

Leaders can use the GROW and Thought models of coaching to become more skilled at listening, questioning, and drawing insights out of the people they supervise. This course will help you develop coaching skills that motivate employees to reach their full potential.

Learning Objectives

After completing this workshop, students will be able to:

• Explain how coaching can help employees achieve their full potential

• Recognize common coaching challenges

• Explain the key principles of the Thought model

• Explain the four steps of the GROW model

• Identify important guidelines for providing feedback

• Apply strategies that will motivate employees

1. The Purpose and Effect of Coaching

2. Coaching and The Thought Model

3. Coaching with the GROW Model

4. Navigating The Coaching Process http://www.newhorizons.com/

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May

5 days

Monday-Friday

AM and PM classes

Providing Outstanding Customer Service- - Part 2

Connecting with the Customer

• Achieving Authenticity through Body Language

• Responding Effectively to Problems

• Mastering Online Etiquette

• Seeking Customer Feedback

Dealing with Difficult Situations

• Effectively Addressing Complaints

• De-escalating Anger

• Establishing Common Ground

• Remaining Calm, Respectful and Objective

Effectively Addressing Complaints

• Creating a memorable Customer Experience

Cohort A – Monday AM

Providing Outstanding Customer Service

Cohort C – Tuesday AM

Providing Outstanding Customer Service

Cohort E – Wednesday AM

Providing Outstanding Customer Service

Cohort G – Thursday AM

Providing Outstanding Customer Service

Cohort I – Friday

AM

Providing Outstanding Customer Service

Cohort B – Monday PM

Providing Outstanding Customer Service

Cohort D – Tuesday PM

Providing Outstanding Customer Service

Cohort F – Wednesday PM

Providing Outstanding Customer Service

Cohort H – Thursday PM

Providing Outstanding Customer Service

Cohort J – Friday PM

Providing Outstanding Customer Service

Page: 20

June

Leadership Class

1 Day

Effective Leadership through Coaching

In the face of rapid, disruptive change, companies understand that command-and-control leadership is no longer viable. As a result, many firms are moving toward a coaching model in which managers facilitate problem-solving and encourage employees’ development by asking questions and offering support and guidance rather than giving orders and making judgments.

Leaders can use the GROW and Thought models of coaching to become more skilled at listening, questioning, and drawing insights out of the people they supervise. This course will help you develop coaching skills that motivate employees to reach their full potential.

Learning Objectives

After completing this workshop, students will be able to:

• Explain how coaching can help employees achieve their full potential

• Recognize common coaching challenges

• Explain the key principles of the Thought model

• Explain the four steps of the GROW model

3. Coaching with the GROW Model

Page: 21

July

5 days

Monday-Friday

AM and PM classes

Prioritizing Your Time Effectively – Part 1

Wise Time Management

• Identifying time wasters

• Applying the 80/20 rule

• Utilizing calendars

• Creating rituals

Prioritizing Your Time

• Taking charge of your time

• Protecting your time through assertiveness

Prioritizing Your Time Effectively

Cohort C – Tuesday AM

Prioritizing Your Time Effectively

Cohort E – Wednesday AM

Prioritizing Your Time Effectively

Cohort G – Thursday AM

Prioritizing Your Time Effectively

Cohort I – Friday AM

Prioritizing Your Time Effectively

Cohort B – Monday PM

Prioritizing Your Time Effectively

Cohort D – Tuesday PM

Prioritizing Your Time Effectively

Cohort F – Wednesday PM

Prioritizing Your Time Effectively

Cohort H – Thursday PM

Prioritizing Your Time Effectively

Cohort J – Friday PM

Prioritizing Your Time Effectively

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August

One Class

1 Day

Administrative Roles

Thinking with Critical Insight

Students will learn to explore challenges, defy incorrect assumptions, and look at things with new and differing perspectives, incorporating these insights into your thought processes, and enabling them to find solutions to even the most difficult tasks.

After completing this course, students will be able to:

• Enable you to evaluate, identify, and distinguish between relevant and irrelevant information

• Engage critical thinking through curiosity and your ability to ask good questions

• Apply the eight best practices of critical thinking in practice

• Leverage open-mindedness to become more receptive and highly tuned to new ideas

1. The Challenges of Modern Thinking

2. Critical Thinking Best Practices

3. Putting It All Together

Page: 23

September

5 days

Monday-Friday

AM and PM classes

Prioritizing Your Time Effectively – Part 2

Planning Wisely

• • Managing the power of your productivity journal

• • Finding hidden time

• • Chunking, blocking, and tackling

Organizing Your Workspace

• • Decluttering

• • Managing workflow

• • Taking control over email

Prioritizing Your Time Effectively

Cohort C – Tuesday AM

Prioritizing Your Time Effectively

Cohort E – Wednesday AM

Prioritizing Your Time Effectively

Cohort G – Thursday AM

Prioritizing Your Time Effectively

Cohort I – Friday AM

Prioritizing Your Time Effectively

Cohort B – Monday PM

Prioritizing Your Time Effectively

Cohort D – Tuesday PM

Prioritizing Your Time Effectively

Cohort F – Wednesday PM

Prioritizing Your Time Effectively

Cohort H – Thursday PM

Prioritizing Your Time Effectively

Cohort J – Friday PM

Prioritizing Your Time Effectively

Page: 24

Homework

Our courses include breakout activities that involve in-class participation and in some cases, these activities will require completion of the activity outside of the course.

Experiential Learning

Experiential Learning is the process of learning by doing. We engage students in hands-on experiences and reflection. This allows them to connect theories and knowledge learned in the classroom to real-world situations.

Assessment Strategy

Assessments are an effective tool that improves performance and contributes to the goals of the organization. Many different factors can affect employee performance. When performance problems arise, people need to be supported to get back on track and do their jobs well.

Assessments are an effective way of confirming an employee's value while improving performance.

Using a Core Competency Index (CCI) we can provide an honest assessment of current competencies, ultimately providing a plan for developing skills toward mastery in areas where you are strong.

Based on your responses to the CCI questionnaire, the report will indicate levels of development of 25 personal skills. These 25 personal skills contribute to superior performance in many jobs. Development of these personal skills is categorized into three levels:

1. Well Developed (Green - top 25%)

2. Moderately Developed (Yellow - middle 50%)

3. Needs Development (Red - bottom 25%)

If your score is high (green), this is an area of strength and scores Above Average. While you have no immediate need to follow the recommendations for improvement, you may want to continue to grow in that area to get an even higher score in the future.

If you have an Average score (yellow), you may wish to consider the benefit of focusing on an improvement in this area, as it indicates an opportunity to grow and develop further, though this area may have less significant overall risk to your effectiveness.

If you have a low score (red), the score is considered Below Average. It is recommended that you consider the benefit of prioritizing these areas for improvement more immediately, as they are likely to have more substantial consequences, particularly if they are quite relevant in your environment or position.

Page: 25

Sample Lesson Plans

Our Engage the Group, Connect to the Individual Approach in facilitation not only supports your company’s “Return on Investment” but also a “Return on Impact”.

Our courses empower your team to build actionable takeaways to practice. The wide range of courses is designed to empower you to exceed your specific goals, build on your strengths, and solidify your knowledge in ways that will drive the future success of your business.

Our approach includes:

• Facilitation Based Workshops

• Engage the Group, Connect to the Individual

• Assessments and competency indexes that showcase individual strengths

• Tangible Takeaways for Students (with Action Plan)

• Goal: To Change Behavior/ Promote Long-Term Leadership Growth

The following sample course outlines reflect the courses in the sample program framework we provided in the previous section.

Page: 26

Providing Outstanding Customer Service This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

In this curriculum, students will learn how to confidently acquire and build these skills through relevant discussions, and team and individual activities.

Learning Objectives

• After completing this course, students will be able to:

• Define customer service in relation to both internal and external customers

• Recognize how your attitude affects customer service

• Identify your customer's needs

• Generate repeat business with outstanding customer service

• Build goodwill through in-person customer service

• Provide outstanding customer service over the phone

• Connect with customers through online tools

• Deal effectively with difficult situations

Course Outline

1. Customer Service - A Baseline

• Recognizing Your Customers

• Understanding Your Role in Customer Service

2. Developing A Customer Service Mindset

• Leveraging Your First Impression

• Feeling Positively About Customers

• Mastering Moods and Emotions

3. Identifying Customer Needs

• Understanding the Customer's Situation

• Avoiding Assumption and Prejudgment

• Meeting Basic Needs

• Seeking to Exceeding Expectations

• Building Repeat Relationships

4. Connecting with the Customer

• Achieving Authenticity through Body Language

• Responding Effectively to Problems

• Mastering Online Etiquette

• Seeking Customer Feedback

5. Dealing with Difficult Situations

• Effectively Addressing Complaints

Page: 27

• De-escalating Anger

• Establishing Common Ground

• Remaining Calm, Respectful and Objective

6. Effectively Addressing Complaints

• Creating a Memorable Customer Experience

Page: 28

Prioritizing Your Time Effectively

Time is limited, so getting the most out of every minute is critical. In this course, students will learn to improve their focus, prioritize tasks, identify, and avoid obstacles to staying on track, and develop strategies to get the most out of their time. Students will acquire time management tools and decision-making techniques to help focus on purpose and achieve your goals, balancing the needs of both business and personal life.

By the end of this course, you will have gained the competencies to perform

• Time Management

• Prioritization

• Organization

• Workflow

• Productivity

1. Wise Time Management

• Identifying Time Wasters

• Applying the 80/20 Rule

• Utilizing Calendars

• Creating Rituals

2. Prioritizing Your Time

• Taking Charge of Your Time

• Protecting Your Time through Assertiveness

3. Planning Wisely

• Managing the Power of Your Productivity Journal

• Finding Hidden Time

• Chunking, Blocking, and Tackling

4. Organizing Your Workspace

• Decluttering

• Managing Workflow

• Taking Control over Email

5. Tackling Procrastination

• Knowing Why You Procrastinate

• Nine Ways to Avoid Procrastination

6. Crisis Management

• Weathering the Storm

• Creating and Executing a Plan

• Applying Lessons Learned

Page: 29

We recommend that those employees in management and leadership roles take the following course as part of their learning path.

Effective Leadership through Coaching

In the face of rapid, disruptive change, companies understand that command-and-control leadership is no longer viable. As a result, many firms are moving toward a coaching model in which managers facilitate problem-solving and encourage employees’ development by asking questions and offering support and guidance rather than giving orders and making judgments.

Leaders can use the GROW and Thought models of coaching to become more skilled at listening, questioning, and drawing insights out of the people they supervise. This course will help you develop coaching skills that motivate employees to reach their full potential.

Learning Objectives

After completing this workshop, students will be able to:

• Explain how coaching can help employees achieve their full potential

• Recognize common coaching challenges

• Explain the key principles of the Thought model

• Explain the four steps of the GROW model

Course Outline

• What is Coaching?

• Characteristics and Beliefs of the Effective Coach

• Coaching Obstacles

• Knowing When to Manage and When to Coach

• The CFTAR Thought Model

• Point of View and Belief Systems

• Applying The Thought Model

• Facts vs. Stories

3. Coaching with the GROW Model

• Goals in the Context of GROW

• Clarifying the Current Reality

• Exploring the Past

• Developing Options and Choosing the Approach

• Creating the Final Plan

Page: 30

• Dimensions of Trust

• Identifying Obstacles and the SPAR Process

• Overcoming Resistance

• Giving Feedback Effectively

• Motivating Your Employee

Page: 31

Thinking with Critical Insight

Students will learn to explore challenges, defy incorrect assumptions, and look at things with new and differing perspectives, incorporating these insights into your thought processes, and enabling them to find solutions to even the most difficult tasks.

After completing this course, students will be able to:

• Enable you to evaluate, identify, and distinguish between relevant and irrelevant information

• Engage critical thinking through curiosity and your ability to ask good questions

• Apply the eight best practices of critical thinking in practice

• Leverage open-mindedness to become more receptive and highly tuned to new ideas

1. The Challenges of Modern Thinking

• Becoming a Rational Thinker

• Critical Thinking in Application

• Applying Reason

• Developing Open-Mindedness

• Stepping Out of Your Comfort Zone

• Avoiding Jumping to Conclusions

• Expecting and Initiating Change

• Being Ready to Adapt

• Thinking Logically

2. Critical Thinking Best Practices

• Listening Actively

• Evaluating Information

• Making Assumptions

• Watching Out for Bias

• Asking Clarifying Questions

• Performing SWOT Analysis

• Benefitting from Critical Thinking

3. Putting It All Together

• Changing Your Perspective

• Considering Other Viewpoints

• Dealing with New Information

• Solving Problems

• Identifying Inconsistencies

• Asking Why

• Evaluating the Solution

• Retaining Your New Skills

• Reflecting and Learning from Mistakes

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• Asking Questions on an Ongoing Basis

Page: 33

Microsoft Certified Azure Fundamentals (AZ-900)

This course is suitable for IT personnel who are just beginning to work with Azure. This audience wants to learn about AWS offerings and get hands-on experience with the product.

This course primarily uses the Azure portal and command line interface to create resources and does not require scripting skills.

Students in this course will gain confidence to take other role-based courses and certifications, such as Azure Administrator. This course combines lectures, demonstrations, and hands-on labs.

This course will also help prepare someone for the AZ-900 exam.

Learning Objectives At the end of this course, you will be able to:

• Understand fundamental Azure concepts

• Gain the confidence to explore further training

Prerequisites There are no prerequisites for taking this course. Familiarity with cloud computing is helpful but isn't necessary.

Length:1 day (8 hours)

Online schedule This course is available on our public schedule several times a year.

Course Outline

1. Describe cloud computing

• Introduction to Microsoft Azure Fundamentals

• Introduction to cloud computing

• What is cloud computing

• Describe the shared responsibility model

• Define cloud models

• Describe the consumption-based model

2. Describe the benefits of using cloud services

• Describe the benefits of high availability and scalability in the cloud

• Describe the benefits of reliability and predictability in the cloud

• Describe the benefits of security and governance in the cloud

• Describe the benefits of manageability in the cloud

3. Describe cloud service types

• Describe Infrastructure as a Service

Page: 34

• Describe Platform as a Service

• Describe Software as a Service

4. Describe the core architectural components of Azure

• What is Microsoft Azure

• Get started with Azure accounts

• Exercise - Explore the Learn sandbox

• Describe Azure's physical infrastructure

• Describe Azure management infrastructure

• Exercise - Create an Azure resource

5. Describe Azure compute and networking services

• Describe Azure virtual machines

• Exercise - Create an Azure virtual machine

• Describe Azure virtual desktop

• Describe Azure containers

• Describe Azure functions

• Describe application hosting options

• Describe Azure virtual networking

• Exercise - Configure network access

• Describe Azure virtual private networks

• Describe Azure ExpressRoute

• Describe Azure DNS

6. Describe Azure storage services

• Describe Azure storage accounts

• Describe Azure storage redundancy

• Describe Azure storage services

• Exercise - Create a storage blob

• Identify Azure data migration options

• Identify Azure file movement options

7. Describe Azure identity, access, and security

• Describe Azure directory services

• Describe Azure authentication methods

• Describe Azure's external identities

• Describe Azure conditional access

• Describe Azure's role-based access control

• Describe the zero trust model

• Describe defense-in-depth

• Describe Microsoft Defender for Cloud

8. Describe cost management in Azure

• Describe factors that can affect costs in Azure

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• Compare the Pricing and Total Cost of Ownership calculators

• Exercise - Estimate workload costs by using the Pricing calculator

• Exercise - Compare workload costs using the TCO calculator

• Describe the Microsoft Cost Management tool

• Describe the purpose of tags

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Certified Information Systems Security Professional (CISSP)

With the completion of the prerequisites and necessary years of experience, students are firmly grounded in the knowledge requirements of today’s security professionals. This course will expand upon student’s knowledge by addressing the essential elements of the eight domains that comprise a Common Body of Knowledge (CBK®) for information systems security professionals.

The course offers a job-related approach to the security process while providing a framework to prepare for CISSP certification. CISSP is the premier certification for today’s information systems security professionals.

Learning Objectives In this course, you will identify and reinforce the major security subjects from the eight domains of the (ISC)2 CISSP CBK.

You will:

• Analyze components of the Security and Risk Management domain.

• Analyze components of the Asset Security domain.

• Analyze components of the Security Architecture and Engineering domain.

• Analyze components of the Communication and Network Security domain.

• Analyze components of the Identity and Access Management domain.

• Analyze components of the Security Assessment and Testing domain.

• Analyze components of the Security Operations domain.

• Analyze components of the Software Development Security domain.

Audience This course is intended for experienced IT security-related practitioners, auditors, consultants, investigators, or instructors, including network or security analysts and engineers, network administrators, information security specialists, and risk management professionals, who are pursuing CISSP training and certification to acquire the credibility and mobility to advance within their current computer security careers or to migrate to a related career.

Through the study of all eight CISSP CBK domains, students will validate their knowledge by meeting the necessary preparation requirements to qualify to sit for the CISSP certification exam. Additional CISSP certification requirements include a minimum of five years of direct professional work experience in two or more fields related to the eight CBK security domains, or a college degree and four years of experience.

Prerequisites It is highly recommended that students have obtained CompTIA® Network+® or Security+® certifications, or possess equivalent professional experience upon entering CISSP training.

Length: 5 days (40 hours)

Page: 37

Online schedule This course is available on our public schedule every month.

Course Outline

1. Security and Risk Management

• Topic A: Security Concepts

• Topic B: Security Governance Principles

• Topic C: Compliance

• Topic D: Professional Ethics

• Topic E: Security Documentation

• Topic F: Risk Management

• Topic G: Threat Modeling

• Topic H: Risk Response

• Topic I: Business Continuity Plan Fundamentals

• Topic J: Acquisition Strategy and Practice

• Topic K: Personnel Security Policies

• Topic L: Security Awareness and Training

2. Asset Security

• Topic A: Asset Classification

• Topic B: Secure Data Handling

• Topic C: Resource Provisioning and Protection

• Topic D: Manage Data Lifecycle

• Topic E: Asset Retention

• Topic F: Data Security Control

3. Security Architecture and Engineering

• Topic A: Security in the Engineering Lifecycle

• Topic B: System Component Security

• Topic C: Security Models

• Topic D: Controls and Countermeasures in Enterprise Security

• Topic E: Information System Security Capabilities

• Topic F: Design and Architecture Vulnerability Mitigation

• Topic G: Vulnerability Mitigation in Emerging Technologies

• Topic H: Cryptography Concepts

• Topic I: Cryptography Techniques

• Topic J: Cryptanalytic Attacks

• Topic K: Site and Facility Design for Physical Security

• Topic L: Physical Security Implementation in Sites and Facilities

4. Communication and Network Security

• Topic A: Network Protocol Security

• Topic B: Network Components Security

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• Topic C: Communication Channel Security

• Topic D: Network Attack Mitigation