Catalog

Catalogs

Title	Duration (hours)	Description
Employee Performance: Resolving Conflicts	1.50	Understanding the different styles of conflict resolution can help you identify the most appropriate process to use when addressing conflicts in the workplace. There are two general types of conflict resolution: indirect and direct. In this course you will learn to: identify conflict resolution styles, resolve conflicts in the workplace, resolve team conflicts, and identify the communication skills required to resolve conflicts.
Employee Performance: Managing Difficult Employees	1.00	A difficult employee is one whose attitude or behavior is detrimental to an organization. Typically, difficult people are aware of their behavior, but rarely care that their attitude hampers their productivity, or affects the success of their organization. However, it’s important to remember that a difficult person is not necessarily an individual whom you dislike. Occasionally, the difficulty might not be the individual’s behavior but might instead be your perception of their behavior. In this course you will learn to: recognize the impact that difficult people can have on an organization, manage a difficult person, and identify difficult personality types, address difficult employees, and mitigate their behavior, and monitor the behavior of a difficult employee, and document ongoing changes in behavior and performance.
Employee Performance: Feedback	1.67	Giving feedback facilitates organizational growth and development. Feedback helps improve job performance while promoting professional and personal growth in employees. Managers who know how to give feedback allow employees to advance themselves and grow as individuals and workers. Through proper guidance, employees acquire the necessary skills to meet their job requirements. Feedback helps build interpersonal relationships between managers and employees, while improving their self-esteem and job satisfaction. In this course you will learn to: identify the focus of feedback, and give and receive feedback effectively, provide positive and constructive feedback, monitor performance after providing feedback, identify communication styles, and manage difficult feedback sessions, and identify when to avoid giving feedback.
Employee Performance: Conflicts	0.67	In any organization, there are individuals with unique personalities and responsibilities. Conflicts are an inevitable part of employee interaction. Knowing how to resolve conflicts when they arise is vital to the well-being of any company. In this course you will learn to: identify common myths associated with workplace conflicts, common reasons that conflicts arise, and types of workplace conflict, and distinguish between conflict management and conflict resolution.
Employee Performance: Communication	1.00	Communication is effective when a listener clearly understands a speaker’s message. Good communication fosters a productive exchange of ideas while minimizing the possibility of confusion or misunderstanding. When trying to communicate with a difficult employee, you must be willing to work with that person to correct the problematic behavior. Openly discussing the behavior can help you find a mutually acceptable solution. In this course you will learn to: communicate clearly and effectively by using verbal and nonverbal communication, and improve your listening skills, and communicate with difficult supervisors and coworkers, take a proactive approach when dealing with difficult employees, and identify types of employee dismissals.
Effective Presentations: Question-and-Answer Session	0.50	This course will cover how to prepare to answer questions and conduct a question-and-answer session. You will also learn how to handle challenging questions and audiences.
Effective Presentations: Presentation Process	1.00	This course will cover how to use a presentation process, prepare before making the presentation and overcome the fear of speaking, and deliver a presentation by using different aspects of voice. You will also learn how to use nonverbal communication aids.
Effective Presentations: Presentation Mechanics	0.50	This course will cover how to incorporate visual aids and understand the types of visual aids. You will also learn how to display and create visual aids.
Effective Presentations: Fundamentals of Presentation	0.75	This course will cover how to identify and use effective presentations. You will also learn how to plan a presentation and determine primary and secondary objectives.
Effective Presentations: Fundamentals of Persuasion	1.00	This course will focus on persuasion and the goals of persuasion. You will also learn how to organize a persuasive presentation and use the methods of persuasion.
Effective Presentations: Building Presentations	0.50	This course will cover how to build a presentation, develop an introduction and capture the attention of the audience, and organize the body of the presentation and use transitions. You will also learn how to conclude the presentation.
Effective Presentations: Audience Analysis and Supporting Material	0.50	This course will cover how to analyze the audience and identify the benefits of audience analysis. You will also learn how to determine the supporting material and the types of supporting material.
E-Mail Etiquette: Netiquette Guidelines	0.50	E-mail, a relatively new way of communicating, has changed the culture of communication. Online communication has its own rules regarding acceptable and unacceptable behavior. Netiquette refers to the set of rules you should follow when communicating online.
E-Mail Etiquette: E-Mail Policies	0.75	There is an unprecedented amount of documented information available today. An offensive or improper e-mail sent to one person can be copied and sent to many users. It’s important that employees familiarize themselves with and follow their organization’s e-mail policy because employers can be held liable for employee e-mail use.
E-Mail Etiquette: E-Mail Messages	0.50	In this course, you will learn how to take advantage of the headers in e-mail messages. You will learn about the “To” field, in which you should type the recipient’s e-mail address. You will also learn when to send carbon copies and blind carbon copies of messages. You will learn the importance of writing a proper subject field for e-mail messages and that the header also includes the date and time of sending messages. Finally, you will learn how to construct the body of an e-mail message, add a personal touch to your messages by including a proper greeting, relay information by placing it in the appropriate order, and use different types of lists effectively. You learned the correct way to write long e-mail messages to keep recipients interested in the information and how to effectively close e-mail messages.
E-Mail Etiquette: E-Mail Features and Security	0.50	In this unit, you will learn about the features of e-mail programs. You will learn about the importance of attachments and identified the guidelines for attaching files to e-mail messages. You will also learn to prioritize messages by labeling them. This course will cover how to create signature files. You will also learn some important features of e-mail include folders, filters, address book, and the print feature. You will also learn that e-mail messages can be tracked, searched, and downloaded. Finally, you will learn about securing your messages, encrypting messages, and using digital signatures. You will also learn the importance of creating effective passwords to prevent others from reading or altering your e-mail.
E-Mail Etiquette: E-Mail Effectiveness	0.50	In this unit, you will learn the importance of considering the recipient before writing an e-mail; the factors to be considered before writing a message, such as your relationship with the recipient, the subject, and the purpose of writing the message; and how to effectively compose messages, anticipating negative recipient reactions such as skepticism and apathy. Finally, you will learn about managing your e-mail, checking your e-mail, handling large volumes of e-mail, helping others manage their e-mail volume, and setting the e-mail program to respond automatically.
E-Mail Etiquette: E-Mail Basics	1.00	E-commerce has become one of the most effective ways of doing business. Most companies conduct some of their communications online, so it is important for their employees to write effective electronic mail, or e-mail, messages. E-mail is the exchange of text messages by using computers. To send e-mail messages, users need to type in the address of the person to whom they want to send the message, write the message, and click "Send."
E-Mail Etiquette: Composing Online Correspondence	1.50	It’s important for e-mail messages to be written well because they can determine your company’s success or failure. A poorly written e-mail message could give co-workers and management a bad impression of your own work habits. An effectively written e-mail message, however, is easy to understand, encourages action, and gives others a good impression of your overall job performance.
Drug-Free Workplace	0.50	This course covers the impact of substance abuse in the workplace, signs and symptoms of substance abuse, and how substance abuse affects those around you. After introducing substance abuse and its warning signs, you will learn about treatment and assistance options for employees, and what will remain confidential and what will not.
Draft Presentation: Storyboard of Results	1.00	Your boss has asked you to present the results of your behavioral inquiry at a staff meeting. How do you tell the story of your project, providing enough detail so they will understand, but not too much so they will be able to focus on how this relates to the decision at hand? Listen to a research team present their draft presentation and offer suggestions about how this could be improved to enhance communication. Pick up some creative tips and offer a few of your own.
Customer Service: Using What You've Learned	0.25	This course will provide you with the information and—we hope—the inspiration to improve your customer service skills and work toward personal success. The final two steps are up to you: You must implement what you have learned, and continue to work on improving your skills.
Customer Service: Responding	1.00	After the greeting, listening, and questioning phases, the next phase is responding to a customer. Once you clearly understand a situation, your response will set the tone for the interaction. Without handling situations properly and without the right level of care, you can upset customers and ultimately drive them away. Responses must be timely and within expectations. If a customer is discussing a problem with you, then you know that at least one of that person’s expectations has not been met.
Customer Service: Resolving Issues	0.50	This course will cover how to show appreciation to customers, especially those who have been difficult. You will also learn how to follow up with customers after resolving customer service problems.
Customer Service: Listening and Questioning	0.75	This topic will discuss the various types of listening: passive, selective, and active. You will learn that paraphrasing or summarizing what the customer says is a good way to confirm what you hear. In this course, you will also learn about questioning and the types of questions that are used to elicit the information you want from customers. There are four types of questions: open-ended, closed, alternative-choice, and clarifying. This course will also discuss the examination process that can be used to understand the customer’s problem and prescribe a realistic solution.