This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.
Understanding Customer Service
Identifying How Customers Define the Success of Your Company
Increasing Customer Satisfaction
Providing Face-to-Face Customer Service
Providing Remote Customer Service
Engaging Difficult Customers
Increasing Customer Loyalty
Lesson 1: Applying Customer Service Foundations
Lesson 2: Managing Your Workflow
Lesson 3: Taking Care of Customers
Lesson 4: Dealing with Challenging Customer Interactions
Lesson 5: Progressing to Leadership
- You will:
- Examine nouns, pronouns, and verbs. Identify adjectives and adverbs. Identify prepositions, conjunctions, and interjections.
- Identify some important rules of grammar and some commonly made grammatical errors.
- Identify grammar rules regarding correct punctuation.
- Identify problematic sentence fragments, run-ons, and comma splices, as well as effective methods of rewriting sentences so that they are clear and complete.
- Identify methods for improving word choices.
- Identify methods for building effective sentences.
- Identify methods for editing text effectively.
This course is intended for working professionals in various job roles, both native and non-native English speakers, who use formal and informal written communications in the course of business, and who seek to improve their grammar usage.
This course is for individuals who need to write clearly and concisely in a professional environment.
Writing Effective Business Communication
Writing Email and Other Electronic Communication
Writing Common Business Documents
Writing a Business Letter
Writing Business Proposals
Professionals in a variety of fields who are seeking improved time-management skills, so that they can meet their long-term goals and perform more effectively.
Analyzing Energy Allocation
Identifying Personal Style
Assembling the Toolbox
Creating a Time-Management Action Plan
An organization improves its likelihood of success by effectively managing conflict. As a leader within your organization, you share in that responsibility. This course will help you cultivate the skills necessary to help manage conflict and ultimately to decrease the presence of conflict in the workplace.
This course is intended for any business professional who encounters conflict in the workplace.
Lesson 1: Recognizing the Impact of Conflict
Lesson 2: Analyzing Conflict
Lesson 3: Dealing with Conflict
Lesson 4: Resolving Conflict
Individuals taking this course are business professionals seeking to develop or increase their emotional intelligence.
There are no prerequisite skills for this course.
Lesson 1: Recognizing the Benefits of Emotional Intelligence
Lesson 2: Increasing Your Personal Emotional Intelligence in the Workplace
Lesson 3: Increasing Your Social Emotional Intelligence in the Workplace
Lesson 4: Practicing Emotional Intelligence in the Workplace
This course is designed for managers and other professionals in a variety of profit and non-profit organizations who need to use principles of finance or budgeting to fulfill their responsibilities.
Lesson 1: Reviewing Financial Basics
Lesson 2: Interpreting Balance Sheets
Lesson 3: Interpreting Income Statements
Lesson 4: Interpreting Other Financial Statements
Lesson 5: Planning a Budgeting Approach
Lesson 6: Utilizing Budgets
To be successful in the workplace, you must be able to effectively communicate and cooperate with coworkers and external people.
The typical students of this course will be business professionals who want to enhance their communication skills to interact more effectively with superiors, colleagues, team members, customers, and vendors, and ultimately improve their overall job performance.
To ensure your success in this course, you should have some level of work experience in any of a variety of organizational settings.
Lesson 1: Interacting with Others
Lesson 2: Building Positive Relationships
Lesson 3: Considering Organizational Communication Systems
Lesson 4: Communicating with Peers
Lesson 5: Communicating with Supervisors
Lesson 6: Communicating with External People
Lesson 7: Communicating During Conflict and Change
Individuals taking this course may be new managers and individual contributors seeking to develop or enhance leadership abilities with practical skills.
Students should possess experience working in an organization as an individual contributor or possibly as a manager.
Lesson 1: Transitioning from Individual Contributor to Leader
Lesson 2: Developing an Effective Team
Lesson 3: Leading a Team Effectively
Lesson 4: Leading Different Types of Teams
Lesson 5: Aligning Your Strategy for Business Results
This course is intended for managers, team leads, and individual contributors on techniques and best practices for continual improvement of themselves as leaders.
Lesson 1: Defining Leadership
Lesson 2: Assessing Your Leadership Traits
Lesson 3: Establishing Your Leadership Development Plan
Lesson 4: Developing Your Communication Skills
Lesson 5: Building Your Reputation
Individuals taking this course may be business professionals who are either at the managerial level, or are interested in becoming team leaders.
There are no prerequisite skills for this course.
Lesson 1: Developing as a Manager
Lesson 2: Communicating Successfully
Lesson 3: Cultivating Great Teams
Lesson 4: Empowering Your Workgroup
Lesson 5: Creating Successful Solutions to Problems
Effective facilitators know how to take charge of meetings and lead groups toward successfully completing their work objectives. In this course, you will strategically plan meetings and create formal agendas, lead groups to generate new ideas through brainstorming events, and help people work through facilitated difficult sessions. You will also further develop your facilitation skills by leading virtual meetings and even moderating international sessions.
This course is designed for managers, supervisors, team leaders, or anyone who leads meetings as part of their job and wants to learn how to become a more effective meeting facilitator.
Lesson 1: Building a Foundation for Successful Meetings
Lesson 2: Preparing for a Meeting
Lesson 3: Setting the Stage for a Meeting
Lesson 4: Facilitating a Meeting
Lesson 5: Facilitating Specialized Meetings
Lesson 1: Defining Presentation Effectiveness
Lesson 2: Planning Presentations
Lesson 3: Designing the Presentation
Lesson 4: Developing the Presentation Body
Lesson 5: Creating Supporting Materials
Lesson 6: Preparing for Your Presentation
Lesson 7: Delivering Presentations
Lesson 8: Conducting a Question-and-Answer Session
Lesson 9: Presenting in Common Business Scenarios
focuses on eliminating corporate problems. Approaches to problem solving are defined, along with traits of good problem solvers and the company cultures that influence them. The course focuses on the three phases of problem solving and breaks each phase into steps. Strategies are provided for individual problem solvers and problem-solving teams.
This course is intended for business professionals or managers who would like to learn problem-solving techniques for a corporate environment.
Lesson 1: Problem-Solving Basics
Lesson 2: Corporate Problem Solving
Lesson 3: Identifying and Analyzing Problems
Lesson 4: Committing to a Solution
Lesson 5: Solving the Problem
Lesson 6: Problem-Solving Teams