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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. |
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Coaching: Communication |
1.00 |
Language is an important coaching tool. The use of suitable words during coaching will help you create relationships, repair employee confidence, and establish plans for employee success. As a coach, you must select words that directly influence your employees’ attitude, behavior, and performance. The use of appropriate language during your coaching sessions will help you convey your messages in a clear and encouraging manner.
In this course you will learn to: clearly express your message by using appropriate language, identify and use nonverbal methods of communication, and receive the desired information by asking effective questions. |
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Sales: Qualifying |
0.50 |
In this course, you will learn how to improve your listening skills to better understand customers’ needs and decision-making criteria. You will also learn how to use questioning techniques to help customers recognize the benefits of your products and services. |
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Project Teams: Preparing Teams for Project Work |
1.00 |
Building a project team is more complex than assigning employees to the team. Team members must feel a sense of dedication to other team members, as well as to the project itself. Members who are not dedicated to the project team often disregard meetings, deadlines, and commitments, causing the entire team to suffer. To avoid these problems, the team managers and supervisors need to encourage team building to benefit the project, the team members, and the organization.
In this course you will learn to: empower and motivate a project team and develop positive culture in a project team, identify the causes of change in a team and manage change, and improve existing project teams. |
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Making Plans and Developing Policies |
2.00 |
Planning and policy-making are closely linked to the development of quality school-age care programs. When school-age staff are skilled as planners and policy-makers, they can use these skills to design and implement high quality programs that benefit children, youth, and families. It is essential for school-age care professionals to recognize that it is important for policies to grow out of a vision of quality, and a mission that supports that vision. Therefore, creating a vision for quality, developing a program philosophy, and writing a clear mission statement are the first steps in program planning. It is also important for school-age care professionals to use a systematic process to develop goals and objectives, set priorities for accomplishing goals and objectives, and develop goal-based action plans that will help the school-age program achieve its mission. High quality school-age programs are led by professionals who understand how to use effective strategies for creating a continuous cycle of planning and evaluation that supports ongoing program improvement. |
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School-Age Care as a Family Service: Emphasis on Planning Opportunities for Family Involvement |
2.00 |
The foundation for getting parents involved in school-age programs is to keep parents well informed about what is happening in the program. Quality programs also provide parents with opportunities to make suggestions and give feedback on program services through suggestion boxes, feedback forms, and surveys. When parents are encouraged to have input in the program, they develop trust and confidence in the program, and feel a sense of pride and ownership. They are more likely to participate as resourceful partners with program staff when they know their ideas are welcome and valued. Finally, because parents are all different from each other, it's important to provide many different opportunities for them to connect with the program. Staff in quality school-age programs recognize that all parents don't have to be involved in the same way. |
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Customer Service: Customer Service Skills |
1.00 |
A great customer service representative should have skills in three key areas: organization (time and stress management), motivation (letting customers know you care), and communication (vocal, verbal, and visual). The core strength of a good customer service rep is sound knowledge of the organization’s products and services. |
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Managerial Leadership: Defining Employee Roles and Priorities |
1.50 |
A vision is created by an organization to inspire its members to work together to reach for an ideal of what the organization can become. The members of the organization should use the vision as the standard to determine the day-to-day functions of their individual roles. The vision is the guide to use every time an action is taken, a decision is made, or a plan is developed to improve the organization or the people in it. An organization’s vision should enable the members in every role to do what is in the best interest of the organization.
In this course you will learn to: determine leader roles and strengthen employee roles, and align employee priorities and evaluate employee performance. |
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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. |
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Managing Performance: Legal Appraisals |
0.84 |
In this course you will learn to: identify legal appraisals and responsibilities in relation to laws enforced by the EEOC, and identify risks of legal challenges and the importance of maintaining positive communication. |
