This "Self Learning Catalogue" was developed for the City's Operations division to provide a range of educational materials to support the continued development of supervisors. It addresses the division's specific needs and interests covering a range of related subject areas in a variety of formats to match varying learning style preferences.

1. Self Learning Catalogue
City of Hamilton

2. Table of Contents
Message from the Director......................................................................4
Learning Styles........................................................................................5
3 Learning Styles.........................................................................7
What’s Your Learning Style?.....................................................10
9 Core Competencies............................................................................11
Achieves (Work) Results...........................................................12
Customer Focus........................................................................15
Adaptability to Change.............................................................19
Teamwork.................................................................................23
Effective Communication..........................................................27
Developing Self and Others......................................................31
Financial Effectiveness..............................................................34
Organizational Commitment....................................................37
Health, Safety & Wellness........................................................40

3. Table of Contents
Technical Competencies........................................................................44
Computer Skills.........................................................................45
Human Resources Skills............................................................48
Labour Relations ........................................................49
Recruitment................................................................51
Performance Management........................................54
Supervisory Skills...................................................................................57
Conflict Management...............................................................57
Building a High Performing Team.............................................60
Delegating.................................................................................63

4. Message from the Director
I am pleased to introduce the Operations Division’s first “Self Learning
Catalogue” providing a range of educational materials to support our
continued development as supervisors. We succeed through the
success of others and the knowledge and skills that are required to do
this in our increasingly complex work environment are many and
varied. The Self Learning Catalogue has been designed to address our
specific needs and interests covering a range of related subject areas in
a variety of formats to match our learning style preferences. I
encourage everyone, to take full advantage of the opportunities that
this catalogue presents for continuous learning and performance
development.
Regards,
Bryan Shynal
Director of Operations

5. Learning Styles
In most workplace environments, some form of learning and
development usually takes place. This learning and development
comes in different forms, ranging from training to hands-on experience
to reading procedural manuals to viewing online media for
information. Just as workplaces have a range of diverse employees,
these individuals have diverse learning styles as well.
Some people learn from performing a task, while others learn simply
by picking up a manual and studying it. Maintaining the best learning
environment in a workplace involves knowing the different types of
learning and the best approach for each worker.

6. Learning Styles
As a result, this “Self Learning Catalogue” has
been designed to offer a wide range of learning
and development suggestions targeting the
following learning styles. This allows individuals to
determine and access appropriate learning and
development opportunities based on how they
learn best.

7. 3 Learning Styles: Visual Learners
• Use visual objects such as graphs, charts, pictures, and
seeing information
• Are able to memorize and recall various information
• Tend to remember things that are written down
• Learn better by watching something being done first
• Like to see the big picture first and then like to focus on
the details

8. 3 Learning Styles: Auditory Learners
• Retain information through hearing and speaking
• Often prefer to be told how to do things and then
summarize the main points out loud to help with
memorization
• Notice different aspects of speaking (word choice and
tone of voice)
• Often have talents in music and may concentrate better
with soft music playing in the background

9. 3 Learning Styles: Kinaesthetic Learners
• Like to use the hands-on approach to learn new material
• Would rather demonstrate how to do something rather
than verbally explain it
• Learns new material while doing something active
• Prefer using their body, hands and sense of touch

10. What’s Your Learning Style?
For more information on the learning styles or to
determine your preferred learning style complete a
“Learning Styles Inventory” found at the following
location.
http://www.personal.psu.edu/bxb11/LSI/LSI.htm

11. 9 Core Competencies
1. Achieves (Work) Results
2. Customer Focus
3. Adaptability to Change
4. Teamwork
5. Effective Communication
6. Develops Self and Others
7. Financial Effectiveness
8. Organizational Commitment
9. Health, Safety and Wellness

12. Achieves (Work) Results
• Self Directed Activities
• YouTube Modules

13. Self Directed
• Generate a list of your most important priorities
• Inc.com: “How to Prioritize When Everything Is a Priority: 5 Tips”
http://www.inc.com/lauren-perkins/how-to-prioritize-when-everything-is-
a-priority.html
• Set goals for yourself and others
• SMART goals – Specific, Measurable, Attainable, Relevant, & Time-Bound
• Success Factors: “Setting Employee Goals Effectively is Critical to Your
Success” http://www.successfactors.com/en_us/lp/articles/setting-goals-effectively.
html
• Implement a Plan-Do-Check-Act (PDCA) Model
• Explanation & example http://asq.org/learn-about-quality/project-planning-
tools/overview/pdca-cycle.html

14. YouTube Modules
• Mind Movies – “How to Prioritize Your Time Effectively”
http://www.youtube.com/watch?v=aOBFv-GkHqg
• Brian Tracy – “5 Common Myths About Setting Goals”
http://www.youtube.com/watch?v=j5bh38f-UJU
• John Detlefs – “SMART Goals”
http://www.youtube.com/watch?v=Uy6qGhki-K4
**Note: to play YouTube videos, either copy & paste the
URLs into your web browser or play the slide show to make
the links clickable

15. Customer Focus
• Self Directed Activities
• Courses
• YouTube Modules

16. Self Directed
• Observe and coach your employees when necessary
• Entrepreneur – “Seven Steps to Coaching Your Employees to Success”
http://www.entrepreneur.com/article/220133
• Ask for feedback from any dissatisfied employees
• TechRepublic – “10 ways to deal with an unhappy employee”
http://www.techrepublic.com/blog/10-things/10-ways-to-deal-with-an-unhappy-
employee/345/
• Develop an employee satisfaction survey
• SurveyMonkey – Job Satisfaction Surveys
https://www.surveymonkey.com/mp/job-satisfaction-survey/

17. Courses
• Internal offering – Work & Resource Planning
• Please talk to your manager about internal offerings
• Mohawk College
• BUSN 10034 – Building & Maintaining Customer Relationships
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=BUSN&crse_numb=10034&SearchText=212
62
• MRKT SSP04 – Customer Service I
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=MRKT&crse_numb=SSP04&SearchText=220
86
• CUST 10004 – Customer Service and Ethics
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=CUST&crse_numb=10004&SearchText=215
71

18. YouTube Modules
• Bob Farrell – “Give em the Pickle”
http://www.youtube.com/watch?v=ISJ1V8vBiiI (if you
would like to watch the full video, contact Dawn
Hanneman at x2240)
• CRM Learning – “WAYMISH – Why Are You Making it So
Hard For Me to Give You My Money?”
http://www.youtube.com/watch?v=b8aJZuUhMDg

19. Adaptability to Change
• Self Directed Activities
• Courses
• YouTube Modules

20. Self Directed
• Take advantage of the ADKAR Model
• Awareness, Desire, Knowledge, Ability, Reinforcement
• Intro tutorial: http://www.change-management.com/tutorial-adkar-overview-mod5.
htm
• More tutorials: http://www.change-management.com/tutorials.htm
• Make suggestions for innovation and improvement in your
workplace
• Psychology Today – “How to Create a Better Workplace”
http://www.psychologytoday.com/blog/cutting-edge-leadership/201009/how-create-
better-workplace
• Effectively manage a tough situation with an employee
• Forbes – “How to Manage Difficult but Talented Employees”
http://www.forbes.com/sites/victorlipman/2012/03/28/how-to-manage-difficult-but-
talented-employees/

21. Courses
• Mohawk College
• MGMT SSP05 – Change Management
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=MGMT&crse_numb=SSP05&SearchText=22
085
• Prosci Change Management Training
• Change Management Certification Program
http://www.prosci.com/training/public-open-enrollment-training-
programs/#certification
• PDF Brochure http://www.change-management.com/Prosci-
Public-Session-Brochure.pdf

22. YouTube Modules
• Gavin Wedell – “What is Change Management?”
http://www.youtube.com/watch?v=__IlYNMdV9E
• LearningTOC – “Overcoming Resistance to Change – Isn’t it
Obvious?” http://www.youtube.com/watch?v=hcz1aZ60k7w
• Woody Allen – “Organizational Change”
http://www.youtube.com/watch?v=Dg8KNE_NVJM

23. Teamwork
• Self Directed Activities
• Courses
• YouTube Modules

24. Self Directed
• Set specific expectations for your team including time
frames and goals
• The Fast Track – “Management Tip: Setting Expectations with Your Team”
http://quickbase.intuit.com/blog/2013/08/09/management-tip-setting-expectations-
with-your-team/
• Books
• People Skills by Robert Bolton
• Thriving on Chaos by Tom Peters
• Tuckman’s Team Development Model
• Forming, Storming, Norming, Performing
• Info:http://salvos.org.au/scribe/sites/2020/files/Resources/Transitions/H
ANDOUT_-_Tuckmans_Team_Development_Model.pdf

25. Courses
• Mohawk College
• MGMT 10096 – Leadership in a Team Environment
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=MGMT&crse_numb=10096&SearchText=21
156
• MGMT 10101 – Leading Teams (Leadership Development Series)
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P
_CrseGet?subj_code=MGMT&crse_numb=10101&SearchText=22
293

26. YouTube Modules
• Non Profit Partnership – “Teamwork – Creating the
Enthusiastic Employee”
http://www.youtube.com/watch?v=R5_X4_ONIfk
• Jamie’s Kitchen – “Teamwork”
http://www.youtube.com/watch?v=Dxxz5XCY8HM
• McMillanTV – “The Power of Teamwork: Inspired by the
Blue Angels” http://www.youtube.com/watch?v=U-iyBsaehn8

27. Effective Communication
• Self Directed Activities
• Courses
• YouTube Modules

28. Self Directed
• Thomas Kilman Conflict Mode Instrument (TKI)
• Overview http://www.kilmanndiagnostics.com/overview-thomas-kilmann-
conflict-mode-instrument-tki
• Assess your personal communication style
• Communication Style Self Assessment
http://www.newlineideas.com/communication-style-quiz.html
• Freely share information that other employees would benefit
from
• The Nest – “Effective Ways to Share Information in the
Workplace” http://woman.thenest.com/effective-ways-share-information-
workplace-5170.html

29. Courses
• Mohawk College
• COMM 10027 – Organizational Business Communication
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P_Cr
seGet?subj_code=COMM&crse_numb=10027&SearchText=21062
• COMP 1016 – Microsoft Office 2013
https://ssbprod.mohawkcollege.ca:8099/mcproddad/cewskcrss.P_Cr
seGet?subj_code=COMP&crse_numb=10166&SearchText=21570
• Centric Dynamix Inc.
• Communication & leadership training
• http://www.centricdynamix.com/index.htm
• Google search online courses on effective writing
• Help with knowledge of proper formatting of emails, memos,
reports, Word documents, Excel spreadsheets, etc.

30. YouTube Modules
• Paul McGee – “Effective Communication”
http://www.youtube.com/watch?v=m1RTWGglmik
• Videojug – “How to Have Better Communication Skills”
http://www.youtube.com/watch?v=4kyvjEpXuPg
• Brain Tracy – “3 Ways to Improve Your Communication
Skills”
http://www.youtube.com/watch?v=D5hMN_XkPQA

31. Develops Self and Others
• Self Directed Activities
• YouTube Modules

32. Self directed
• Create a development plan of goals and objectives aligned with the
objectives of the organization
• EDUCAUSE.edu – “Creating a Professional Development Plan”
http://net.educause.edu/section_params/mentoring/M06_%20PDP.pdf
• Lead a group of resistant employees through an unpopular change or
project
• Change Management – “Five tips for: Managing resistance”
http://www.change-management.com/tutorial-5-tips-resistance.htm
• Encourage employee reflection on successes and failures
• eNet – “Tips & ideas for recognizing your employees” (Hamilton City
Leadership => Corporate Culture => Tools and Resources)
• Provide employees with useful feedback to improve future performance
• Fast Company – “6 Guidelines for Giving Powerful Employee Feedback”
http://www.fastcompany.com/3028126/leadership-now/5-guidelines-for-giving-
powerful-employee-feedback

33. YouTube Modules
• Dan Pink – “Drive: The surprising truth about what
motivates us”
http://www.youtube.com/watch?v=u6XAPnuFjJc
• GPi Online - “How can managers give effective
feedback?”
http://www.youtube.com/watch?v=kHyelDJvsCI
• Center for Management and Organizational Effectiveness
– “Coaching Employees: 5 Coaching Power Words”
http://www.youtube.com/watch?v=J41YdcVJ5dI

34. Financial Effectiveness
• Courses
• YouTube Modules

35. Courses
• Cutting Edge of Leadership
• Contact your Organizational Development Specialist
• Refer to the Financial Resource Guide offered by Cutting Edge
• Mohawk College/McMaster University
• Research introductory finance/accounting courses online
• Courses offered by municipal organizations
• Municipal Finance Officers Association (MFOA) www.mfoa.on.ca
• Association of Municipal Managers, Clerks and Treasurers of
Ontario (AMCTO) www.amcto.com
• Accounts payable training
• Offered by the Accounts Payable department on the new system
• Time/absence reporting training
• Being offered by Return to Work in Fall 2014

36. YouTube Modules
• Clearly Consulting & Training Ltd – “Finance for
Non-Finance Managers: The P&L, Balance Sheet
& Cash Flow”
http://www.youtube.com/watch?v=N5zKAtryZ-w
• Bionic Turtle – “The four financial statements
(CFA series: Financial Statement Analysis)”
http://www.youtube.com/watch?v=TY9UMpQG
D3o

37. Organizational Commitment
• Self Directed Activities
• YouTube Modules

38. Self directed
• Create a personal mission statement
• Franklin Covey – “Mission Statement Builder”
http://www.franklincovey.com/msb/
• Fast Company – “Personal Mission Statements of 5 Famous CEOs (And
Why You Should Write One Too)”
http://www.fastcompany.com/3026791/dialed/personal-mission-statements-
of-5-famous-ceos-and-why-you-should-write-one-too
• Review the City’s strategic plan on the eNet
• Strategic Plan 2012-2015
http://enet/you_should_know/FINAL%20STRATEGIC%20PLAN%20(all).pd
f
• Corporate Culture Pillars (Hamilton City Leadership => Corporate Culture)
• Complete a Personal Values Assessment (PVA)
• https://survey.valuescentre.com/survey.html?id=s1TAEQUStmx-pUIle-ma6Q

39. YouTube Modules
• Pike Place Fish Co. – “The Fish Philosophy”
http://www.youtube.com/watch?v=-ZKiJejNRtw
(if you would like to watch the full video, contact
Dawn Hanneman at x2240)
• YouTube Channel: InsideCityofHamilton
http://www.youtube.com/user/InsideCityofHami
lton/videos

40. Health, Safety & Wellness
• Self Directed Activities
• Courses
• YouTube Modules

41. Self directed
• Review key health and safety legislation
• Ministry of Labour http://www.labour.gov.on.ca/english/hs/
• Occupational Health and Safety Act http://www.search.e-laws.
gov.on.ca/en/isysquery/068d8bca-be28-4903-9b7b-b81e96219f90/
2/doc/?search=browseStatutes&context=#hit1
• Ontario Human Rights Code http://www.ohrc.on.ca/en/ontario-human-
rights-code
• Bill 168 – Workplace Violence and Harassment
http://www.iapa.ca/Main/articles/2009_workplace_violence.asp
x#overview
• Ensure proper health and safety procedures are clearly
displayed in the workplace

42. Courses
• Mohawk College/McMaster University
• Search for courses relating to occupational health,
safety and wellness

43. YouTube Modules
• YouTube Channel: Health and Safety Ontario
http://www.youtube.com/user/HealthSafetyOntario/vid
eos
• HealthySafetyFirst – “Structure of OHS Law in Ontario”
http://www.youtube.com/watch?v=4x5aH65qffU

44. Technical Competencies
• Computer Skills
• Human Resources Skills
• Labour Relations
• Recruitment
• Performance Management
• Supervisory Skills
• Conflict Management
• Building a High Performing Team
• Delegating

45. Computer Skills
• Self Directed Activities
• Courses & Modules

46. Self Directed Activities
• Find an expert in the technology you need and ask them to
show you the ropes.
• Sign up for a regional or national professional association
• Find the manual for technology in your area
• Identify some national leaders in your technology
• Visit the website of your local college, university or trade
school to find evening or weekend courses
• Find a consultant in the technology and receive tutorials from
them
• Research online - basic communication skills and writing
effective emails
• Research online – basic math and accounting fundamentals

47. Courses and Training
Basic Microsoft Excel Training:
http://excelcentral.com/
Basic Microsoft Word Training:
http://www.word-videos.com/
 Basic Accounting Principles:
http://www.accountingcoach.com/accounting-principles/
explanation
Videos
Basic Microsoft Excel Training:
http://www.excel-easy.com/
Basic Microsoft Word Training:
http://www.tutorialspoint.com/word_2010/
 Basic Accounting Principles:
http://www.youtube.com/watch?v=cx2jFQbSZ-A&
list=PL94FA1EFACD60E5EF&index=2

48. Human Resources Skills
Labour Relations
• Self Directed Activities
• Courses

49. Self Directed Activities
Labour Relations
 Find out who your key contacts are in Labour Relations ( eg.
LR Officer, Union Representatives etc)
 Ask your Manager what collective agreements you should
review and find them on the eNet.
 Google search ‘Supervisor’s role in Labour Relations’ and
read articles about how to understand your role as a
Supervisor
 Go to the Ontario Ministry of Labour website and search
popular topics. Become familiar with terms such as
conciliation, arbitration and collective bargaining.
http://www.labour.gov.on.ca/english/lr/laws/

50. Courses
 Check out the course Labour Relations Basics
for Front Line Supervisors at the City of Hamilton
 Course – Managing unionized staff and
understanding the collective agreement
 View Labour Relations courses and workshops
at colleges in the area ( eg.
http://irc.queensu.ca/certificates-in-labour-relations
or
http://library.mcmaster.ca/guides/human-resources-
labour-relations )

51. Human Resources Skills
Recruitment
• Self Directed Activities
• Courses & Books

52. Self Directed Activities
Recruitment
 Ask your Staffing and Workforce Planning Specialist for tips
and techniques when trying to find talent in an interview
 Search the internet for tips on interviewing and selecting
candidates
 Read articles online on how to conduct a professional
interview
Research different types of interview questions such as
behavioural and situational

53. Courses and Books
 Check out colleges in the area that offer
recruitment courses ( eg. Mohawk College
– Recruitment and Selection
http://www.mohawkcollege.ca/business-programs/
human-resources-management-graduate-
certificate/course-overview-descriptions.
html)
 Research books on the recruitment
process ( eg. Recruiting, Interviewing,
Selecting & Orienting New Employees
http://hpl.bibliocommons.com/item/show
/5404406084_recruiting,_interviewing,_se
lecting_amp_orienting_new_employees)

54. Human Resources Skills
Performance Management
• Self Directed Activities
• Courses & Modules

55. Self Directed Activities
Performance Management
 Become familiar with the City of
Hamilton’s Performance Accountability
document on eNet
 Understand the 5 Cultural Pillars and how
it relates to performance measurement
 Go to the Performance Accountability and
Development Process Icon under eNet and
take a look at many resources including
the SMART Goal Setting worksheet
 Check videos on LifeSpeak on eNet about
having difficult conversations with others

56. Courses and Modules
 Course – How to Manage Sick and WSIB Absences
 Course – Attendance Support Program training
 Course – Conducting Performance Appraisals
 Video – Dealing with underperforming employees
http://www.youtube.com/watch?v=e16qHEzGVFw
Video on Goal Setting
http://www.youtube.com/watch?v=wPwrfa7oY-M
 Motivational Video on 212 degrees
http://www.youtube.com/watch?v=uRDNLTMaZqo
Video – Difficult Conversations
http://www.youtube.com/watch?v=Y6NYyeNXfiw

57. Supervisory Skills
Conflict Management
• Self Directed Activities
• Courses & Videos

58. Self Directed Activities
Conflict Management
 Go online and research strategies and tools
for managing and resolving workplace conflict
 Check out books such as: Emerging Systems
for Managing Workplace Conflict
 Find online courses related to ‘Conflict
Resolution in the Workplace – (eg.
http://ontariotraining.net/specialty-skills/
conflict-resolution-in-the-workplace/)

59. Courses and Videos
Course – Administering Discipline
McMaster University Course
Conflict Resolution in the Workplace
https://www.mcmaster.ca/conted/programs/essentials/
Conflict-Resolution.html
 University of Waterloo
Certificate in Conflict Management
https://uwaterloo.ca/conflict-management/
Understanding Conflict Resolution – White Board Video
http://www.youtube.com/watch?v=KY5TWVz5ZDU
Video on Conflict Management - Conflict Resolution
Training http://www.youtube.com/watch?v=k5C92vs1Zos

60. Supervisory Skills
Building a High Performing Team
• Self Directed Activities
• Courses & Videos

61. Self Directed Activities
Building a High Performing Team
 Google search articles on how to build a high
performing team. (eg.
http://www.di.net/articles/a-process-to-build-high-
performance-teams/)
 Read books such as The Anatomy of High
Performing Teams: A Leaders Handbook
 http://www.chapters.indigo.ca/books/prod
uct/9780802082039-
item.html?s_campaign=goo-
PLATest&gclid=CMyp5bS7qb4CFcU-MgodTUUAiw

62. Courses and Videos
 Courses - Essential Skills for Creating and Sustaining High
Performance Teams
http://sprott.carleton.ca/our-programs/professional-programs/
seminars-and-workshops/essential-skills-for-creating-and-
sustaining-high-performance-teams/
Webinar – How to Build and Lead High Performing Teams
http://www.youtube.com/watch?v=-DCWx-quOLM
 Patrick Lencioni - Building and Leading a High Performance
Team
http://www.youtube.com/watch?v=Kj9hw0ngPJU

63. Supervisory Skills
Delegating
• Self Directed Activities
• Books and Videos

64. Self Directed Activities
Delegating
 When you delegate…
 Communicate, set time frames and goals
 Set clear expectations of what and when
 Delegate more whole tasks than little pieces

65. Books and Videos
 Books – How to Delegate
http://books.google.ca/books/about/How_to_Dele
gate.html?id=bUTRX9kdSkIC&redir_esc=y
YouTube video – Improve how you delegate
http://www.youtube.com/watch?v=noY2nEETMDA
YouTube video – Learning how to delegate
http://www.youtube.com/watch?v=qZIGZUiQNPQ

66. Hamilton Public Works
Providing services that
bring our City to life!
Compiled by Thomas Lewington and Tanya Mascarenhas