COURSE DESCRIPTIONS

MHLI Training Programs

Course descriptions are organized into eight areas listed below:

100 SERIES • Customer Focus Area
200 SERIES • Financial Focus Area
300 SERIES • Facilities Focus Area
400 SERIES • Management Focus Area
500 SERIES • UPH/Lodging Focus Area
600 SERIES • Privatization Focus Area
700 SERIES • General Skills Area
800 SERIES • Affiliated Partner Sponsored Training

100 SERIES • CUSTOMER FOCUS AREA
CS 100 • Foundations of Customer Service
Learn strategies for customer service using a humorous approach to exploring and understanding the diversity of today’s military customers. This approach encourages the attendee to incorporate new techniques into daily operation of the housing organization. By the end of this course participants will be better able to:
• Match customers, needs and services.
•

 Identify both internal and external customers and the unique relationships necessary to provide quality service to each.
• Use appropriate forms and procedures for customer interaction.
•

 Demonstrate skills, techniques and methods for delivering quality customer service.
• Demonstrate communications skills.

This course is recommended for anyone who has to interact with customers, at any level, as part of their daily tasks. No specific course prerequisites are recommended.

[2 DAYS • 1.6 CEU]
CS 103 • Effective Communication = Effective Service
This course asks the question “did you say what you think you meant to say and I heard?” Truly effective communication benefits everyone involved. Participants learn to effectively communicate so others will understand and respond appropriately. Better communication skills lead to better customer service and office interaction. At the conclusion of this course the student will be able to:
• Say what you mean in an effective manner verbally or in writing.
• Be a better listener.
• Select the best method to get messages across.
• Apply various techniques to communication.

This course is recommended for all personnel working in a Housing Office. No specific course prerequisites are recommended.

[2 DAYS • 1.6 CEU]
CS 104 • Turning Destructive Conflict Into Productive Action
Participants will learn how to understand the dynamics and skills essential for successful mediation and conflict resolution. During the course participants will learn to pinpoint disagreements and practice skills in communication and problem solving to deal with the disagreements. The course includes tools to deal with issues that directly involve the participant, as well as mediation skills to assist others in resolving their disputes. At the end of this course, participants will be better able to:
•

 Identify approaches individuals use in conflict situations, and effective responses.
•

 Analyze sources of conflict and strategies appropriate for dealing with conflict in varied contexts.
• Apply a problem solving model to conflict situations.
• Practice communication skills needed to diffuse conflicts.
• Identify skills in managing anger or other difficult emotions.

This course is recommended for all personnel working in a Housing Office. No specific course prerequisites are recommended.

[2 DAYS • 1.6 CEU]
CS 105 • How to Build a Focused, Flexible, Fast, Friendly and Fun
Housing Entity: Strategies That Get Results
PRESENTED BY MARK TOWERS

There is no more room for the status quo in the housing arena. Today’s superb housing office is one that requires a unique approach to the clientele that it serves. This one-of-a-kind seminar will provide specifics in terms of how to continually delight clients, improve productivity and enhance morale. You will leave this program with a specific action plan that is tailored to meet your individual needs. At the conclusion of this course students will be able to:
•

 Implement “hands-on, how-to” skills for easy-to-use strategic planning and “executable” tactics that get results.
• Deal with setbacks, sidetracks and “curve balls”.
• Apply key tenants for maximizing your efforts in the marketplace.
•

 Apply the seven strategic thinking processes of great achievers and how to “operationalize” them on a daily basis.
• Position yourself with stakeholders- the nuts and bolts of effective partnering.

This course is recommended for all personnel working in a Housing Office. No specific course prerequisites are recommended.

[2 DAYS • 1.6 CEU]
HSO 100 • U.S. Army Housing Services Office: Functional Operations & Management Responsibilities
This course is designed both as a introductory overview of the new Housing Service Office (previously known as CHRRS Office) operations at an installation level, and a foundational course in managing a newly redesigned Housing Services Office. The students will be trained in the necessary skills to effectively perform as a HSO staff member, and will also provides a practical approach to dealing with some of the management challenges that HSO leaders will face. It is intended to establish the base line functional requirements and common levels of support. This course is a must for all Housing Division leaders who are responsible for daily performance, and HSO staff members needed to transition from previous operations to the new standards. By the end of the training session the student will learn:
• The HSO chart and various job functions roles and responsibilities.
• “A Plus” customer service techniques and concepts.
•

 Commons Levels of Service for the HSO staff (e.g., home-finding, off-post referrals, customer counseling).
• Dealing with change in difficult situations.
• Basic understanding of transition and change management techniques.
• The HSO leadership expectations and accountability.
• Selecting and developing HSO staff members.
• Organizational structure, planning, and executing common levels of support.
• Operational performance management and measurements.

[3 DAYS • 2.4 CEU]
HSO 100 • Advanced U.S. Army Housing Services Office
The HSO 200 course is designed to provide a more in–depth understanding related to the skill sets necessary to perform in the Housing Service Office. HSO 200 was developed to further educate the staff on the off-post housing market routines in order to provide the best referral services for our soldiers and their family members in acquiring homes. This course was not developed to produce real estate agents but to provide more detailed knowledge in the local housing market, real estate practices, mortgage specifics, civilian property management and the general national market trends.

While HSO 100 gives a broad perspective of “what” and “why” in off-post housing referral services, HSO 200 will provide more detailed information on “how” to acquire off-post housing market assets and identifying market trends to deliver superior services to our customers. By the end of this course, the students will learn:
•

 Advantages/Disadvantages of Renting/Leasing—to include understanding a standard rental contract.
•

 Property Management (from the civilian perspective)—to include expectations of the landlord and tenant.
•

 Advantages/Disadvantages of Purchasing a Home.
• Real Estate—understanding the local market and identifying trends.
•

 Mortgages—overview of current mortgage programs & understanding of terminology.
• Mediation & Facilitation.
• Tenant/Landlord Negotiation.
• Inspection of Facilities.

Successful completion of the HSO 100 Housing Service Office course is a non-waiverable prerequisite.

[3 DAYS • 2.4 CEU]
100 SERIES • Customer Focus Area
200 SERIES • Financial Focus Area
300 SERIES • Facilities Focus Area
400 SERIES • Management Focus Area
500 SERIES • UPH/Lodging Focus Area
600 SERIES • Privatization Focus Area
700 SERIES • General Skills Area
800 SERIES • Affiliated Partner Sponsored Training