Training
Catalog A complete guide to all Landstar
Training Courses
including descriptions of course content
1 Revised 8/15/2017
Core Skill Training
New Employee Onboarding Track
Landstar NOW
New Employee Training
New Hire Onboarding
Landstar Terminology (online)
Telephone Etiquette
Customer Focused Learning Track
Below courses are required for customer service reps
Customer Service Quality
Customer Service
Dynamic Customer Service
Customer Service Excellence
Customer Service NOW
Internal Customer Service
Customer Service - Mastering Successful
Discussions
Building Trust with Customer Service
Beyond Customer Service
Customer Service - Creative Solutions
Customer Service in the Digital Age
Defusing Irate Customers (online)
Measuring Customer Service (online)
Personal Development Learning Track
Diversity Awareness*
Empowered to Succeed
Interviewing Internally
IT Security Training (online)
Landstar Management System (video)
Mindfulness at Work
Performance Management-Self Evaluations*
Respectful Workplace*
Stress Management
Take 5 - Leading at the Speed of Trust*
The Mindfulness Advantage
Time Management
Work-Life Balance through Goal Setting
Emotional Intelligence Track
Anger Management
Can’t We All Just Get Along?
Emotional Intelligence Introduction
Emotional Intelligence
Overcoming Adversity (online)
Business Writing Track
E-mail Essentials
Grammar, Punctuation, & Spelling
*These courses are required. For more information about required courses, go to the Academy Portal homepage,
under Important Links and Resources, and click Leadership Learning Track Program Requirements of
Customer-Focused Learning Track Resources
Revised 8/15/2017 2
Core Skill Training
Leadership Learning Track
Candidate Selection*
Coaching with Purpose
Discovering the Leader Within - Transitioning to
Diversity Awareness*
Landstar Recruiting & Hiring (online)*
Landstar Management System (video)
Coming soon! - Leadership Conference
Leadership Essentials
Management Training in HR Policies &
Coming soon! - Managers Master Course
Performance Management - Evaluating Your
Respectful Workplace - Leaders*
Successful Meeting Fundamentals
Team Building
Team Building Stages (online)
Team Communication (team-specific)
Watercooler - Best Boss Inventory
Watercooler - Five Levels of Leadership
Watercooler - How Landstar’s Financial Strategy
Affects My Team
Watercooler - Leading at the Speed of Trust
Watercooler - Meeting the Demands of the New
Watercooler - The Four Disciplines of Execution
Business Communication Track
Communication Essentials for Technical
Professionals (online)
Effective, Assertive Communication
Presentations - Individuals & Groups
Presentations Level Two
Sales Success
Emerging Leaders Development Track
Candidate Selection
Coaching with Purpose
Discovering the Leader Within - Transitioning to
Your New Role
Diversity Awareness*
Empowered to Succeed
Interviewing Internally
Landstar Management System (video)
Leadership Essentials
Performance Management-Evaluating Your Team
Successful Meeting Fundamentals
Take 5 - Five Levels of Leadership
Take 5 - Leading at the Speed of Trust
Team Building
Team Building Stages (online)
*These courses are required. For more information about required courses, go to the Academy Portal homepage,
under Important Links and Resources, and click Leadership Learning Track Program Requirements of
Customer-Focused Learning Track Resources
3 Revised 8/15/2017
Core Skill Training
Water Cooler Series
Informal, round-table, brief sessions for Management
ABC’s to Effective Meetings
Best Boss Inventory*
Coaching Poor Performers
Coaching with Purpose*
Employee Recognition (on a budget!)
Feedback that Gets Results
How Good Are Your Motivation Skills
How to Shine in Difficult Situations
Leadership Styles
Leading in Tough Economic Times
Leading the Customer Service Initiative
Meeting the Demands of the New Talent Market*
Mentoring-Succession Planning
Organization-Getting Things Done
Overcoming Adversity
Project Management Essentials
Reduce & Manage Workplace Stress
Root Cause Analysis
Successful Delegation
The Four Disciplines of Execution*
Twelve Choices that Lead to Your Success
Take 5-Employee Series
Informal, round-table, brief, sessions for Non-Management
A Whack on the Side of the Head-Creative Thinking
Dealt A Winning Hand
Cubicle Etiquette
Feng Shui
Financial Freedom
Influence: The Science of Persuasion
Show Your Value, Prove Your Potential
Stress Busters
*These courses are required. For more information about required courses, go to the Academy Portal homepage,
under Important Links and Resources, and click Leadership Learning Track Program Requirements of
Customer-Focused Learning Track Resources
Titles available in both Water Cooler and
Take 5 Formats
Five Levels of Leadership*
How Landstar’s Financial Strategy Affects My Team*
Inside Out Leadership
Leading at the Speed of Trust
LMS-Internal Audits
Managing Up-Effective Relationship with Those Above You
Preventing Burnout
Survival Guide to Positive & Negative Behaviors
When Change Happens
Work-Life Balance
Revised 8/15/2017 4
Online and Self-Paced Learning
Don’t See a Specific Topic?
If you are interested in a topic that you do not see
in the catalog, simply submit your suggestion by
clicking on the REQUEST TRAINING button on
the Catalog tab on the Academy Portal.
Your request will be forwarded to
the Training & Development team.
Online Learning Track
Business Etiquette (Part One and Two)
Business Etiquette Advanced
COGNOS-Available Load Count Analysis Report
COGNOS-Loads Analysis ALA Report
Collaborating Excel & Word
Communication Essentials for Technical Professionals
Creating Labels from Outlook
Defusing Irate Customers*
Digital Signatures-Simplified
Docubase-Image Viewer
Essential Telephone Skills (video)
Excel Formulas
How to Respond When an Active Shooter is in Your
Vicinity (video)
Insider Threat Awareness
IT Security Training
Landstar 2020 Project Updates (video)
Landstar Advantage (video)
Landstar Management System (video)
Landstar Recruiting & Hiring*
Landstar Terminology
Measuring Customer Service*
Overcoming Adversity
Professional E-mail Etiquette (video)
Respectful Workplace - Leaders (blended learning)
Social Media 101
Social Media at Work (video)
Team Building Stages
Understanding Driver Coercion
Microsoft Desktop Skills Training Library
Access to over 600 lessons on Microsoft products.
Limited number of licenses available.
To request access, email
Self-paced Learning
& Skill Development
To complete these two courses, use
Microsoft Outlook to book a time slot
in the computer room,
conference room 102B in Jacksonville
or 104 in Rockford. You can also email
[email protected] to check on
availability.
Ten Key & Typing Lab
(Mavis Beacon Software)
Spanish Lab (Rosetta Stone Software)
5 Revised 8/15/2017
Email us at: [email protected]
Training & Development Team
Questions about core skill training
in Rockford?
Contact:
Bobbi Runte
(815) 972-5411
or
Christy Loudermilk
(904) 390-4954
Questions about core skill training
in Jacksonville? Contact:
Brad Corob
(904) 390-1184
or
Annette Hartley
(904) 390-1089
or
Christy Loudermilk
(904) 390-4954
Questions about software training
in Jacksonville or Rockford?
Contact:
Roberta Liverman
(904) 390-1393
Questions about quality calls—
remote observations or
FROG side-by-side observations?
Contact:
Rick Patton
(904) 306-2588
Revised 2/22/2018 6
Mavis Beacon Typing Lab
Polish your typing skills to finish work faster, save valuable time & put yourself on the path to maximum
productivity at work. This lab offers continual challenges with performance-based programs that adjust to
your skill level. Improve your keyboarding speed & accuracy and watch as your efficiency & performance
increase!
Spanish Lab - Self-paced
This self-paced program consists of five levels of learning. Each level can be completed in approximately two
hours. This program will teach you how to learn naturally by discovering how to speak, read, write, and
understand the Spanish language.
Target audience: Employees who regularly speak to customers whose first language is Spanish.
Self-Paced, Online Learning
ONLINE LEARNING TRACK
Microsoft Desktop Skills Training Library
Self-paced, online Microsoft courses. Over 600 available. License required to access these courses.
Contact Training & Development for assistance.
There are MANY short, interactive modules you can choose from!
Revised 2/22/2018 7
Self-Paced, Online Learning
ONLINE LEARNING TRACK
COGNOS - Loads Analysis ALA Report
This video with audio goes through the 11 sections of the Agent Loads Analysis (ALA) and some of the details
a few levels down, such as getting to the broker report that shows all agents that have done business with a
broker.
COGNOS - Available Load Count Analysis Report
This video with audio explains the Available Load Count Analysis Report.
Business Etiquette Part One This module will introduce participants to business etiquette, as well as provide guidelines for the practice of
business etiquette across different situations.
Business Etiquette Part Two This course is a the second half of the Business Etiquette Part One course.
Business Etiquette Advanced This course is a continuance of the Basic Business Etiquette course. This module teaches the advanced level
practices of business etiquette in the workplace & also reviews the most common business & social challenges
of dining etiquette with colleagues & customers.
Communication Essentials for Technical Professionals
Open to everyone!
This course will review five essential pieces to communicating effectively: defining communication,
identifying your audience, communication basics, listening skills, and a section on tips for having technical
conversations with non-technical peers.
Collaborating Excel & Word
This course is designed to guide you through the steps of copying tables and charts from Excel and pasting
into a Word document. The learner will distinguish between linked and unlinked objects and how to update
the table and charts when changes occur in Excel to the original data.
Revised 2/22/2018 8
Self-Paced, Online Learning
Digital Signatures - Simplified
This course is designed to guide you to create and edit a digital signature.
Excel Formulas
This course is designed to give you a general overview of basic formulas, as well as an in-depth look at some
of the advanced formulas & functions Excel provides. Learn how to use simple formulas to calculate a value
& update their results when values change. Learn how to test multiple criteria using Nested IF Functions, or
Lookup Values in another worksheet using Lookup Functions.
Create Labels from Outlook
This course is designed to lead you step-by-step, creating contacts from the Global Address Book in Outlook.
Then using the fields associated with the contacts, creating a mail merge to generate labels in Microsoft
Word.
Docubase - Image Viewer This course is designed to introduce the Image Viewer application on a simplified level so all employees can
utilize efficiently. It will allow employees to be more self-sufficient when assisting callers & avoid transferring
the call when documentation is needed. This course will also introduce numerous helpful hints & keyboard
shortcuts to assist all users.
Insider Threat Awareness
This course fulfils the government-mandated insider threat training requirement for all Landstar employees.
IT Security Training
Protecting yourself and Landstar in a digital world. This course covers the following: In-depth review of
phishing, how to prevent being a victim, good password practices, considerations when dealing with
Personally Identifiable Information and other sensitive data, reinforcement that IT security is everyone’s
responsibility.
Overcoming Adversity
This course provides principles & skills for dealing successfully with adversity, change & life's challenges via a
video workshop presented by international speaker & author, Dennis Deaton. His workshop has impacted the
lives of thousands of professionals worldwide by altering their thinking about thinking itself. Gather specific
tools & skills you can use to recognize *victim-thinking* & convert it to constructive *owner-thinking*!
Revised 2/22/2018 9
Self-Paced, Online Learning
Additional Online Courses
Defusing Irate Customers (See Customer Focused Learning Track)
Landstar Recruiting & Hiring (See Leadership Learning Track)
Landstar Terminology (See New Employee Onboarding Track)
Measuring Customer Service (See Customer Focused Learning Track)
Team Building Stages (See Leadership Learning Track)
Social Media 101
This course is designed to give the user basic information on social media and social networking
capabilities— how they can be used both professionally and personally. Emphasis is placed on Facebook and
protection of information.
Respectful Workplace - Leaders Blended Learning Course
This diversity program demonstrates how the small slights, subtle discrimination and tiny injustices can add
up to big problems in your workplace! Recognize micro-inequities in the workplace (i.e.: when comments
are made that are meant one way, yet taken another). Identify cultural differences you may encounter in the
workplace. Describe the legal risks of hostile work environment harassment. Create steps to eliminate micro
-inequities and harassment. Subjects included in this module: Micro-inequities; Initial reactions; The impact;
Inclusion; Cross-cultural differences; The law; Eliminating micro-inequities.
Understanding Driver Coercion
This course is designed to help you understand the meaning of coercion, review what actions qualify as
coercion, know who carries the burden of proof and the penalty for coercion, and know how to file a
coercion complaint with FMCSA.
Revised 2/22/2018 10
Self-Paced, Online Learning
ONLINE LEARNING TRACK
Landstar Advantage
Two minute video overview of Landstar’s core services.
Landstar 2020 Project Updates
Opened by CEO, Jim Gattoni, the Landstar 2020 team gives status updates on current projects. At the annual
convention in April 2017, Landstar shared an update on the progress of our Landstar 2020 initiative, which
comprises various areas of our business. Watch the presentation from those leading the projects to learn the
status and goals for Landstar’s new transportation management system (TMS), trailer tools, landing pages,
capacity tools, agent business analytics, and pricing tools.
Essential Telephone Skills
The Telephone Doctor addresses ten simple yet crucial skills which form the very foundation for delivering
exceptional customer service on the phone. Topics include answering a business call, placing callers on hold,
offering spoken feedback signals, avoiding excuses, being aware of mouth noises and regaining control of the
conversation.
How to Respond When an Active Shooter is in Your Vicinity
Required Homeland Security training video; teaches the “Run, Hide, or Fight” concept.
Landstar Management System
Twenty minute presentation overview of the Landstar Management System.
Professional E-mail Etiquette
E-mail is an important component of the business relationship you forge with customers and colleagues.
Enhance the courtesy and professionalism of your e-mail correspondence by paying attention to the details and
avoiding common mistakes. Topics covered: e-mail etiquette and best practices, openings and closings,
proper formatting and subject lines, grammar and punctuation, writing “bad news” e-mails, and e-mail
customer service.
Social Media at Work
Alert employees to online hazards and review how to use social media wisely and appropriately. Hacked
computers due to opening suspicious email attachments; Social media posts that could harm the Company’s
reputation; Employee snipes at a coworker through social media, making everyone take sides; Text messages
sent to pursue unwelcome romantic interest in a coworker; Trade secrets released before a new product
launch that are quickly captured by a competitor; Social networking and online video games create more
work—and resentment—for coworkers.
Video Course
Video Course
Video Course
Video Course
Video Course
Video Course
Video Course
Revised 2/22/2018 11
New Employee Training Length: 2 days This course will educate employees on Landstar’s unique business model including a brief review of
company history & mission. Understand ALL the services & solutions that Landstar now offers,
including complete supply chain solutions & new technology now available to our customers. Review
the requirements & responsibilities of Landstar’s agents, BCOs (Business Capacity Owners), WCOs
(Warehouse Capacity Owners), & contract carriers. Understand the organization’s structure, safety
culture, & the role each department plays; & how each employee affects Landstar’s success!
Topics include: Landstar Management System Introduction; Telephone Etiquette Module (PD0101); & Performance
Management - Self Evaluations Module (PD0301).
Landstar NOW Length: 7.5 hours (presented in 2 parts) This course will educate employees on Landstar’s unique business model including a brief review of
company history & mission. Understand ALL the services & solutions that Landstar now offers,
including complete supply chain solutions & new technology now available to our customers. Review
the requirements & responsibilities of Landstar’s agents, BCOs (Business Capacity Owners), WCOs
(Warehouse Capacity Owners), & contract carriers. Understand the organization’s structure, safety
culture, & the role each department plays; & how each employee affects Landstar’s success!
This course serves as a refresher on Landstar departments’ responsibilities & functions, as well as Landstar’s
relationship with agents, BCOs, & 3rd Party Capacity; as well as an update on company changes!
Core Skill Training NEW EMPLOYEE ONBOARDING TRACK
New Hire Onboarding Length: 1.5 hours This session provides new employees with an overview of Human Resources policies & procedures as
well as information & guidance in areas of Landstar’s business practices & culture.
Topics include: Landstar’s Community Connections, Required training tracks, Workplace Ethics, and Harassment
in the workplace policy.
Telephone Etiquette Length: 2 hours This course is developed to illustrate to employees how to provide a pleasant phone atmosphere for the
caller, how to make a positive lasting impression & to review the steps to handling escalated calls. The
participant will become familiar with the Landstar employee directory & Intranet; & the mechanics of
the telephone equipment.
This module is included in the three-day New Employee Training class.
Landstar Terminology This online course reviews Landstar and industry terminology.
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Customer Service (Level 1 of 4) Length: 9.5 hours (2 half-days) This course identifies customers within the organization (internal & external). Know how to identify a
customer’s needs & become skilled at handling potentially unproductive interactions. Review
techniques that create positive experiences for all customers like building rapport & handling escalated
calls & situations.
Topics include: Core service vs. customer service; Barriers to service (policies, etc.) & how to handle successfully;
Caring responses used in any customer interaction; Different personality types & behaviors; Voice tones, words to use,
body language, smile; Your impact on the customer - pet peeves, courteous behavior, discounting; Reducing stress;
Don't allow yourself to get “hooked”; Building rapport - effective listening, empathy; Creating positive outcomes -
how to respond to mistakes made, the best delivery style; Steps in handling escalated calls & situations.
This module is beneficial for every employee (not just those who are on the phone)
Core Skill Training CUSTOMER FOCUSED LEARNING TRACK
Customer Service Excellence (Level 3 of 4) Length: 3.25 hours This course is for the employee who spends a majority of their day making or taking phone calls.
Learn how to recognize the skills that build customer rapport that will continuously WOW your
customers. Identify the techniques to defuse angry customers. Review the importance of successful call
closings & ways to provide a positive memorable customer experience.
Topics include: Who are your customers; Customer report card; Core Service vs. customer service; Human business
model; Building customer rapport - using the customer’s name; Six parts of behavior; Words to avoid; Avoiding the
wrong impression; Defusing difficult or angry customers; Caring Responses; Extending common courtesy; Transfer
and Hold procedures; Closing the call & ending on the Human Level.
Prerequisites: Customer Service Module & Dynamic Customer Service Module
Customer Service NOW (Level 4 of 4) Length: 2.5 hours This course is for the employee who spends a majority of their day making or taking phone calls.
Discuss who your customers are and how your department supports the Company mission. Learn the
customer service skills measured by the FROG team and by Landstar’s Customer Service Quality
Analyst. Learn how to sharpen your skills to help close the gap between remote and side-by-side
observation results. Know what skills it takes to make a perfect score on a service observation.
Prerequisites: Customer Service Module, Dynamic Customer Service Module &
Customer Service Excellence Module
Dynamic Customer Service (Level 2 of 4) Length: 4 hours This course is for the employee who spends a majority of their day making or taking phone calls.
Understand how to create a positive call experience with an effective call greeting & closing. Utilize
open-ended & closed-ended questions to obtain information quickly. Learn how using the human level
& the customer’s name builds customer rapport. Review the six parts of behavior, empathy, & other
methods that will assist you in avoiding unproductive interactions.
Topics include: Six parts of behavior; Words to use; Using empathy effectively; Successful phone greetings; Human
level & the customer’s name; Listening effectively; Extending common courtesy; Using common language; Mentally
scripting; Open & closed-ended questions to obtain information & process calls quickly; Handling escalated calls
properly & consistently; Successful closings using the human level; Practice an effective greeting & closing.
Prerequisite: Customer Service Module
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Internal Customer Service (Annual Refresher) Length: 3 hours This course begins with a review of the customer service skills measured during side-by-side and
remote observations. Learn how to identify internal customers. Discuss how internal customer service
affects external customer service & practice the six essential elements of internal customer service.
Topics include: All components of a call measured for quality customer service; Your internal customers; Six
essential elements of customer service: Know the mission of your organization & your role, Internal service is
everyone’s responsibility, Respect employee differences, Recognize the personal space of others, Work to resolve
conflicts, Show appreciation.
Prerequisite: 9 months POST C.F.L.T. graduation (first four levels completed)
Core Skill Training CUSTOMER FOCUSED LEARNING TRACK
Customer Service - Mastering Successful Discussions (Annual Refresher) Length: 4 hours This course is designed to provide tools & strategies for providing extraordinary customer service by
mastering the art of successful discussions. Learn how to recognize the roles we play in discussions.
Describe various discussion techniques that can be used for groups or one-on-one discussions. Identify
the different types of questions & when to use each one. Practice the defusing skills & demonstrate
how using them will lead to productive customer interactions.
Topics include: Discussion roles; Discussion techniques such as keeping track & gathering ideas; High impact
question techniques such as funnel questions; Questioning benefits; Review of the defusing skills from Level 1 -
Customer Service Module.
Prerequisite: 9 months POST-completion of Internal Customer Service
Building Trust with Customer Service (Annual Refresher) Length: 3.5 hours This course is designed to provide tools & strategies for building trust with your customers by
providing extraordinary customer service. Learn that you must create trust in yourself before building
a trusting relationship. Identify behaviors that help build trust with team members and with
customers, as well as why trust is important in the customer relationship.
Topics include: The Four Cores of Credibility and your credibility score; The 13 Behaviors of trust and
accountability (from Stephen M.R. Covey’s book-The Speed of Trust); Review the importance of practicing the
human level with each customer interaction—on the phone, face-to-face, or in e-mail from level one - Customer
Service module.
Prerequisite: 9 months POST-completion of CS-Mastering Successful Discussions
Beyond Customer Service (Annual Refresher) Length: 2.75 hours This course is designed to introduce the concept of 'Give 'em the pickle' coined by Bob Farrell. Learn
that creating and maintaining customer loyalty can be as simple as using the customer's name.
Review the customer service call quality measurements. Show that everyone has something they can
do to WOW the customer.
Prerequisite: 9 months POST-completion of Building Trust with Customer Service
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Core Skill Training CUSTOMER FOCUSED LEARNING TRACK
Customer Service - Creative Solutions (Annual Refresher) Length: 3.25 hours This course will Introduce the ‘Lizard Philosophy’ coined by Sam Glenn.
Learn how to apply this concept to improve customer service and employee satisfaction, including
your own! Review four principles that will help you bring your best to every customer interaction.
Learn that humor and lightheartedness can set us on the path to creativity. Review the six parts of
behavior and show how reasoning is not the enemy of creativity. Use tools to stretch our mind and
increase our awareness to the possibilities in front of us.
Prerequisite: 9 months POST-completion of Beyond Customer Service
Defusing Irate Customers (Online) This course is designed to help you defuse irate customers. Identify irate customer behavior. Select a
defusing skill that best corresponds to the customer behavior. Choose the most effective way to lead the
customer to the business part of the conversation.
Measuring Customer Service (Online) This course is designed to help you evaluate your phone calls according to the FROG metrics. The skills
measured by the FROG team: Beginning of call; Pleasant & enthusiastic greeting; Three-part introduction;
Human-Business Model: Opening & closing the call on the human-level; Collect &/or provide enough
information (core service of the call); Hold & transfer procedures; Use of the customer’s name.
Customer Service in the Digital Age (Annual Refresher) Length: 4 hours This course is designed to provide you with tools and strategies for successfully managing customer
interactions via electronic communication. With the rise of social media, in addition to e-mail, more
and more customer service takes place through a keyboard than a phone. Review the advantages and
disadvantages of digital customer service and how to choose the best method; five stellar examples of
customer service via email; e-mail etiquette and netiquette; The Telephone Doctor's "Killer Words"
of customer service; and dealing with difficult customer service situations.
Prerequisite: 9 months POST-completion of Customer Service-Creative Solutions
Customer Service Quality Length: 1 hour Overview of the customer service skills measured by Landstar's Customer Service Quality Analyst and
the FROG team. Review Landstar's expectations for delivering superior, quality customer service.
Learn how to build customer rapport and create loyal customers using some very simple skills.
Revised 2/22/2018 15
Core Skill Training LEADERSHIP LEARNING TRACK
Candidate Selection Length: 3.5 hours This course will demonstrate how to prepare & conduct an effective behavioral based interview. Learn
how to present an open position to the applicant & understand how to use data integration to make an
effective hiring decision. Become familiar with the services & assistance Human Resources provides &
the laws regarding the interview.
Topics include: How to prepare for the interview; Guidelines that help direct your line of questioning, allowing
you to collect more valid information about the candidate’s experience; Is the information you’re collecting during
the interview true or false?; Interview timeline - how long should you meet?; Note taking; Rapport building;
Making a positive impression; Assessing candidate’s motivational fit; Appropriate questions to ask during an
interview; How to organize your data afterwards in order to make the best hiring decision.
Coaching with Purpose Length: 3 hours This module primarily focuses on coaching and will introduce the difference between coaching and
mentoring. We'll review valuable tips on peer-to-peer coaching; and its value to you and your team.
Topics include: Define coaching & mentoring; Setting goals; Developing options; The importance of trust;
Providing feedback; Overcoming roadblocks; Reaching the end; How mentoring differs from coaching.
Discovering the Leader Within - Transitioning to Your New Role Length: 3.5 hours Understand how to make a smooth transition from employee to supervisor. Review key elements
of communicating with your team, including how to deal with different behavioral styles and how to
motivate each. Discover how to earn the trust and respect of team members, peers, & superiors.
Understand how to delegate without making others feel as if they’re being taken advantage of. Master
organizational skills essential for leaders including conducting a SWOT analysis to help establish
strategic goals.
Diversity Awareness Length: 4 hours This course is designed to help individuals understand the multiple dimensions of diversity & how
diversity increases productivity. You will also identify your role in diversity awareness & recognize the
difference between culture, values & stereotypes.
Topics include: Dimensions of diversity; Changing demographics; Cultural dimensions; Values; Stereotypes;
Generations at work; Inclusion.
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Core Skill Training
Leadership Essentials Length: 4 hours This course is designed for any employee who is interested in developing qualities & skills for future
career opportunities or personal development. Define what a leader is & identify their characteristics.
Understand that being a leader is a choice. Learn the desired skill sets to be an effective leader.
Topics include: Define a leader; Team building; Effective communication; Coaching; Managing conflict;
Productive meetings.
LEADERSHIP LEARNING TRACK
Landstar Recruiting & Hiring (Online) This course will review the steps necessary for Landstar to recruit & hire new employees. Learn how you can
assist in these steps for a quicker turnaround time.
Leadership Conference Coming soon!
Landstar Management System (Video) Overview of the Landstar Management System.
Video Course
Management Training in HR Policies & Procedures Length: 8 hours (2 half days) This course provides an educational opportunity for supervisors & managers to get a fairly in-depth
explanation of Human Resources policies & procedures as well as information & guidance in all areas of
employee management.
Topics include: Hiring; Performance appraisals; Harassment & discrimination; Fair labor standards act; Equal
employment & affirmative action; Employee discipline; HIPAA & privacy; Preventing & managing absenteeism
(including STD/FMLA).
Facilitated by Human Resources
Revised 2/22/2018 17
Successful Meeting Fundamentals Length: 3 hours Review different types of meetings and how to best coordinate each: meeting objective, agenda,
logistics, attendees, delivery style, minutes, and post-meeting tasks. Review best practices for dealing
with disruptions.
Core Skill Training LEADERSHIP LEARNING TRACK
Performance Management - Evaluating Your Team Length: 3.5 hours This course reviews the importance of this process to you, your team members & Landstar. Identify
ways to make the appraisal a cooperative exercise in which both you & your team participate in
discussions year-round to improve performance based upon clear expectations. Describe ways to
diagnose specific performance issues & review methods to address poor performance.
Topics include: Clear expectations; Communication; Feedback - praise & constructive criticism; Your preparation;
Your team’s preparation; Your process - writing the appraisal; Your process - the meeting; Your process - after the
meeting; The halo effect; Signs of disengagement; Dealing with emotions; Poor performance & remedial action.
Respectful Workplace - Leaders Length: 3 hours This diversity program demonstrates how the small slights, subtle discrimination and tiny injustices
can add up to big problems in your workplace! Recognize micro-inequities in the workplace (i.e.:
when comments are made that are meant one way, yet taken another). Identify cultural differences
you may encounter in the workplace. Describe the legal risks of hostile work environment harassment.
Create steps to eliminate micro-inequities and harassment.
Topics include: Micro-inequities; Initial reactions; The impact; Inclusion; Cross-cultural differences; The law;
Eliminating micro-inequities.
Manager’s Master Course Coming soon!
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Team Building Length: 8 hours (2 half-days) Open to all employees!
This course is designed to identify effective practices for building a successful team. Become familiar
with the values & traits necessary to be an effective team member. Learn how to foster the team
concept by identifying the components & benefits of team structure.
Topics include: Teams versus work groups; Team member fears; Being a great team member; Types of teams; Stages
of team growth; Communication styles; Constructive feedback; Interpersonal challenges; Team troublemakers;
Building trust; Team activities.
Core Skill Training LEADERSHIP LEARNING TRACK
Team Building Stages (online) This course is designed to introduce you to the four stages of team growth--Forming, Storming, Norming and Performing. Define the four stages of team growth and identify the four stages given statements of team characteristics.
Team Communication (team-specific, customized) Length: 1.5 hours This course is designed to improve the communication on a team. Describe positive & negative
features of office communication. Describe prime time & identify preferred prime time of each team
member. Describe communication styles & review strengths & weaknesses of four personality styles.
Assess your preferred communication style & corresponding personality style & identify preferred
communication style & corresponding personality style of each team member. Review barriers to
listening & steps to listen more effectively.
This course is customized & offered privately with your entire team; Contact Training &
Development to schedule a session.
Additional Leadership Watercooler Courses
Best Boss Inventory
Five Levels of Leadership
How Landstar’s Financial Strategy Affects My Team
Leading at the Speed of Trust
Meeting the Demands of the New Talent Market
The Four Disciplines of Execution
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Interviewing Internally Length: 2.5 hours This course is designed for employees "applying" for a Landstar internal position. Learn how to
mentally & physically prepare yourself for an internal interview. Review how to communicate
effectively verbally & nonverbally & know how to display confidence & sell yourself during the
interview. Understand how to manage anxiety to allow for the most effective communication during
the interview. Topics include: How to prepare for the interview; How to research a Landstar position to
determine if you meet its criteria & if it meets your interest; Manage anxiety to allow for the most effective
communication during the interview; Display confidence & sell yourself based on past experiences & skill sets that
relate to the desired position.
Empowered to Succeed Length: 2.5 hours This course is designed to help individuals identify their own sources of power & how to use them
productively. You will recognize the personal benefits of self-leadership & see how to negotiate for
authority. You’ll become familiar with the steps to take & attributes necessary in order to be
successfully empowered.
Topics include: Defining self-leadership & empowerment; The four development levels of empowerment & the
leadership styles that support each level; The four steps to accomplish buy-in for your ideas; Goals vs. purpose; Self
-motivation.
Core Skill Training EMERGING LEADERS DEVELOPMENT TRACK
Additional Emerging Leader Courses
Candidate Selection (See Leadership Learning Track)
Coaching with Purpose (See Leadership Learning Track)
Discovering the Leader Within - Transitioning to Your New Role (See Leadership Learning Track)
Diversity Awareness (See Leadership Learning Track)
Landstar Management System (video) (See Leadership Learning Track)
Leadership Essentials (See Leadership Learning Track)
Performance Management - Evaluating Your Team (See Leadership Learning Track)
Successful Meeting Fundamentals (See Leadership Learning Track)
Take 5 - Five Levels of Leadership
Take 5 - Leading at the Speed of Trust
Team Building (See Leadership Learning Track)
Team Building Stages (online) (See Leadership Learning Track)
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Core Skill Training PERSONAL DEVELOPMENT LEARNING TRACK
Diversity Awareness Length: 4 hours This course is designed to help individuals understand the multiple dimensions of diversity & how
diversity increases productivity. You will also identify your role in diversity awareness & recognize the
difference between culture, values & stereotypes.
Topics include: Dimensions of diversity; Changing demographics; Cultural dimensions; Values; Stereotypes;
Generations at work; Inclusion.
IT Security Training (online) 2017 IT Security presentation. Protecting yourself and Landstar in a digital world.
Topics include: In-depth review of phishing; How to prevent being a victim; Good password practices; Considerations when
dealing with Personally Identifiable Information (PII) and other sensitive data; Reinforce that IT security is everyone’s
responsibility and not just the IT department
Interviewing Internally Length: 2.5 hours This course is designed for employees "applying" for a Landstar internal position. Learn how to
mentally & physically prepare yourself for an internal interview. Review how to communicate
effectively verbally & nonverbally & know how to display confidence & sell yourself during the
interview. Understand how to manage anxiety to allow for the most effective communication during
the interview. Topics include: How to prepare for the interview; How to research a Landstar position to determine
if you meet its criteria & if it meets your interest; Manage anxiety to allow for the most effective communication
during the interview; Display confidence & sell yourself based on past experiences & skill sets that relate to the
desired position.
Empowered to Succeed Length: 2.5 hours This course is designed to help individuals identify their own sources of power & how to use them
productively. You will recognize the personal benefits of self-leadership & see how to negotiate for
authority. You’ll become familiar with the steps to take & attributes necessary in order to be
successfully empowered.
Topics include: Defining self-leadership & empowerment; The four development levels of empowerment & the
leadership styles that support each level; The four steps to accomplish buy-in for your ideas; Goals vs. purpose; Self
-motivation.
Landstar Management System (Video) Overview of the Landstar Management System.
Video Course
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Core Skill Training PERSONAL DEVELOPMENT LEARNING TRACK
Stress Management Length: 4 hours This course is designed to help individuals learn how to recognize & identify the different types of
stress in their environment. Review what typically causes stress & its effects. Learn & understand how
to measure stress & ways to cope. Become familiar with ways to manage & routinely reduce stress.
Topics include: What is stress?; What causes stress?; Effects of stress; Measuring stress; Stress tools; Stress reducing
tips.
Respectful Workplace Length: 2.5 hours This diversity program demonstrates how the small slights, subtle discrimination and tiny injustices
can add up to big problems in your workplace! Recognize micro-inequities in the workplace (i.e.:
when comments are made that are meant one way, yet taken another). Identify cultural differences
you may encounter in the workplace. Describe the legal risks of hostile work environment
harassment. Create steps to eliminate micro-inequities and harassment.
Topics include: Micro-inequities; Initial reactions; The impact; Inclusion; Cross-cultural differences; The law;
Eliminating micro-inequities.
Mindfulness at Work Length: 4 hours This course covers a variety of sessions covering theories and techniques to help you become happier,
healthier, and more self-aware through the practice of mindfulness.
Topics include: What is Mindfulness?; The Breathing Space
Performance Management - Self Evaluation Length: 2 hours This course will assist you, the appraisee, in responding when your own performance is being
reviewed. It teaches the importance of the process & the value of setting goals & logging your events
throughout the year. Learn how to prepare for the review, communicate during the review & what
guidelines to follow after the review process is complete.
Topics include: Goal setting & how to share SMART goals with your supervisor; Using emPerform to log your
events; Understanding the rating scale; Writing the appraisal - how to acknowledge & turn tasks into personal
accomplishments; Mental & physical preparation; Communication - how to openly & confidently communicate with
your supervisor.
This module is included in the three-day New Employee Training class.
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Work-Life Balance through Goal Setting Length: 3 hours This course is designed to help individuals determine if their life is balanced and identify goals to point
them in the right direction. You'll complete an assessment on the nine primary areas to determine
where you’re off-balance and create strategies to improve this balance. You will identify the
components of a SMART goal. Identify long-term goals and create daily action items that support
those goals.
Topics include: Creating balance; Prioritizing; Establishing goals; SMART goals; Long-, mid-, and short-term
goals; Establishing deadlines; Increasing balance; Obstacles.
Time Management Length: 4 hours This course illustrates how to recognize the difference between time management & productivity.
Time wasters will be identified & strategies created to eliminate them. Recognize the benefits of
goal-setting & identify guidelines for successful organization. Also, review tips on how to manage the
most common time management obstacles.
Topics include: Using your time effectively; Getting organized - clear the clutter; Goal setting & prioritizing;
Developing concentration & focus - managing distractions & interruptions; Making friends with procrastination -
why we do it & how to beat it.
Core Skill Training PERSONAL DEVELOPMENT LEARNING TRACK
The Mindfulness Advantage Length: 4 hours There's real evidence that being more mindful can enhance just about every aspect of your life—health,
happiness, work, relationships, and the list goes on and on. This is not referring to mediation
necessarily, but a lifestyle change that when implemented, creates amazing results!
Topics include: Defining mindfulness; Discovering the benefits of mindfulness; Mindfulness practices that you can
implement into your daily life
Additional Personal Development Courses
Take 5 - Leading at the Speed of Trust
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Core Skill Training BUSINESS COMMUNICATION TRACK
Effective, Assertive Communication Length: 2.5 hours This course will assist you in your daily communications with co-workers, your supervisor, & your
family.
Topics include: Review four behavioral styles, including verbal & nonverbal cues; Understand why self-esteem is the
foundation for positive assertiveness; Be able to identify manipulative behaviors & how to respond; Recognize
techniques to say no successfully; Review steps for asking for what you want; Review the steps to effectively deliver
an assertive communication.
Presentations - Individuals & Groups Length: 4 hours This course is designed to help individuals become familiar with the skills beneficial in presenting an
idea to an individual or a group. It reviews how to deliver & communicate your message by first
defining audience & purpose. Identify the important components used to assemble a successful
presentation & learn how to manage common presentation & audience challenges.
Topics include: Sharing information - one on one conversations; Presenting an idea to your team in a casual
setting; Presenting an idea to your superior/management; Conducting group presentations - small or large;
Addressing senior management; Components of establishing credibility; Essential techniques & practices that result in
a successful presentation; Benefits of sharing stories with your audience for better comprehension; How to manage
Q & A sessions; Common challenges - stage fright, various personality types, hecklers, difficult participants.
Presentations - Level Two Length: 3 hours This course is designed to help individuals practice the skills beneficial in making a presentation. In this
high-energy, fun, interactive session, participants will give a five minute presentation while the
audience provides feedback utilizing the Presentation Checklist.
Topics include: Identify strengths & opportunities for improvement; Share ideas & offer beneficial suggestions;
Provide each participant with the skills needed to give their best presentation yet.
Preferred Prerequisite: 4-Hour Presentations - Individuals & Groups Module
(if you feel you are a seasoned presenter; it’s acceptable to advance to Level II)
Communication Essentials for Technical Professionals (online) Open to everyone!
This course will review five essential pieces to communicating effectively.
Topics include: Defining communication; Identifying your audience; Communication basics; Listening skills; & Tips for
having technical conversations with non-technical peers.
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Core Skill Training BUSINESS COMMUNICATION TRACK
Sales Success Length: 3.5 hours This course is designed to help individuals learn how to present load details in a positive way. It will
review the seven steps of the sale, basic communication skills, as well as the tools used in matching
BCOs and broker carriers with available loads.
Topics include: Present load details in a positive way to make the load appealing; Tools available to assist in
matching BCOs and broker carriers with available loads; Basic communication skills and how critical it is to listen
to your customer’s verbal and non-verbal cues; Proper questioning techniques; Negotiating & overcoming
objections.
Business Writing GPS - Grammar, Punctuation & Spelling Length: 6 hours This course is designed to give you a back-to-basics review of essential grammar, punctuation, and
spelling guidelines. By the end of the course you should be familiar with usage rules for writing in a
business setting.
Topics include: Parts of speech; Sentence Construction; Writing style; The 14 most commonly used punctuation
marks; Capitalization; Writing numbers; How to minimize spelling errors; The writing process; Proofreading tips.
Business Writing - E-mail Essentials Length: 2 hours This course is designed to help you avoid the most common e-mail mistakes, understand how to
ensure tone and clarity in your e-mails, identify proper e-mail etiquette, and avoid legal issues related
to misuse!
Topics include: E-mail do’s and don’ts; E-mail etiquette; Corporate guidelines for electronic communication.
Core Skill Training BUSINESS WRITING TRACK
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Core Skill Training EMOTIONAL INTELLIGENCE TRACK
Emotional Intelligence Introduction Length: 2 hours This course is designed to improve your behavioral interactions with others.
Topics include: Define emotional intelligence & its value; Review EI competencies that include personal (self) &
social (others) aspects; Understand the challenges of increasing your own emotional intelligence & best practices
used to develop EI competencies; Learn how to be a valuable ‘E-Intelligent’ team member.
Can’t We All Just Get Along? Length: 3 hours This course is designed to help individuals understand the eleven keys of emotional intelligence &
identify personal opportunities for improvement. You will also recognize ways to provide support for
others (peers, subordinates & those senior to you) who are lacking in the eleven keys.
Topics include: Defining emotional intelligence by the eleven keys; Personal & organizational benefits of
emotional intelligence; Difficult people in the workplace; Self-assessments for the eleven keys; Steps to provide
support for others.
Emotional Intelligence Length: 3 hours This course is designed to improve your behavioral interactions with others. You'll first complete a
self-assessment that will open the discussion.
Topics include: Define emotional intelligence and its value. Review competencies that support EI. Review skills to
perceive and facilitate thinking. Discuss communication skills. Learn about social management and responsibility.
Review tools to regulate emotions, best business practices and making an impact.
Overcoming Adversity (online)
This course provides principles & skills for dealing successfully with adversity, change & life's challenges via a
video workshop presented by international speaker & author, Dennis Deaton. His workshop has impacted the
lives of thousands of professionals worldwide by altering their thinking about thinking itself. Gather specific
tools & skills you can use to recognize *victim-thinking* & convert it to constructive *owner-thinking*!
Anger Management Length: 2.5 hours This course is designed to help you recognize angry responses in yourself and in others.
Have you ever: Fumed when someone cuts you off in traffic? Felt your blood pressure rise high when
your child refuses to cooperate? Anger is a normal and even healthy emotion; however, it's important
to deal with it in a positive way. Uncontrolled anger can take a toll on both your health and your
relationships.
Topics include: Understanding anger; Do’s and don’ts; Gaining control; Separate people from the problem; A
personal plan; The triple A Approach; Dealing with angry people; Pulling it all together.