training catalog -...

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


Landstar Recruiting & Hiring (online)*


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


Empowered to Succeed

Interviewing Internally


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)




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




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 Recruiting & Hiring*

Landstar Terminology

Measuring Customer Service*


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

[email protected].

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

[email protected]

or

Christy Loudermilk

(904) 390-4954

[email protected]

Questions about core skill training

in Jacksonville? Contact:

Brad Corob

(904) 390-1184

[email protected]

or

Annette Hartley

(904) 390-1089

[email protected]

or

Christy Loudermilk

(904) 390-4954

[email protected]

Questions about software training

in Jacksonville or Rockford?

Contact:

Roberta Liverman

(904) 390-1393

[email protected]

Questions about quality calls—

remote observations or

FROG side-by-side observations?

Contact:

Rick Patton

(904) 306-2588

[email protected]

mailto:[email protected]?subject=Inquiry

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



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


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.


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


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



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.

Revised 2/22/2018 12

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

Revised 2/22/2018 13

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)


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

Revised 2/22/2018 14


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.

Revised 2/22/2018 16

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.


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!

Revised 2/22/2018 18

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.


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


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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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.


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


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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.

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