Online Cope eLearning

Workplace Diversity Awareness ...iverse workforce can enhance an organization's ability to cope with changing workplace dynamics, and expand the creativity of the organization while at the same time facilitating staff retention and productivity. This course was developed with subject matter support provided by the Employment Law Group of the law firm of Baker, Donelson, Bearman, Caldwell & Berkowitz, PC. Please note, however,  more...

Working with Difficult People How to Work with Self-serving People Working with Difficult People: How to Work with Self-serving People Have you ever worked with someone who seems to have an ego the size of a car? Do you ever find yourself having to listen to someone else gossip about other office mates? Self-serving people try to make themselves the center of attention at the expense of others and their habits can be quite destructive. If you work with  more...

Creating a Positive Attitude ... odds are stacked against you, or you may find it hard to cope with the difficult and challenging situations that you find yourself in. Taking action to develop a positive attitude involves examining how you perceive your situation, and how you deal with your perception of the situation. This course will show you that it is possible to change your perspective from negative to positive, and  more...

Managing in a Global Business Environment ...ate their businesses, transforming themselves in order to cope with these demanding circumstances. For today's business managers the need to comprehend these strategic drivers for change is imperative. In order to survive, managers need to be able to respond appropriately, not just for today, but for the organization's future success. This means they must plan, organize, direct, and control  more...

Managing Managers Senior managers provide a vital connection between organizational leadership and frontline management. They oversee the development of the organization's goals and its achievement. In addition, they must also manage relationships, both across the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that  more...

Managing Upward Relationships Managing upward relationships is the art of consciously improving collaboration with superiors so that subordinate managers can reap the best personal and organizational results. Managers share the responsibility for managing the relationship with the top management and Board of Directors of the company. Taking advantage of that responsibility will strengthen motivation, productivity, and overall  more...

The Insurance Industry Overview Version 2 ...re also finding ways to optimize the use of technology to cope with the changing regulatory and competitive landscape, and capitalize on opportunities thrown open by emerging markets. This course provides insight into the insurance industry and presents a report on the state of industry affairs. It provides a broad overview of the insurance industry environment, including its key sectors and  more...

Giving Feedback A Manager s Guide The performance of your business depends upon the performance of every member of your staff. Thus a key skill for all who manage staff is the ability to provide candid, constructive feedback about performance. The purpose of this course is to enable you to enhance your skills in giving feedback. The course starts by exploring the nature of feedback, and it then develops a practical approach to the  more...

Difficult People in the Workplace Environment Do you grind your teeth in frustration each time you have to work closely with someone who drives you batty? Do you have to put up with difficult people at work on a regular basis? Has your physician told you that your blood pressure is at an all-time high? If you answered "yes" to any of these questions, it's probably time for you to learn to deal with difficult people at the office. This  more...

How to Work with Aggressive People Have you ever had one of those absolutely great days at work? Everything is going the way it should, you're on schedule, and you're getting to meetings on time. Then someone verbally attacks you or metaphorically stabs you in the back. Aggressive people are arguably the most difficult type of people to work with. Hostile-aggressives openly antagonize people; passive-aggressives work behind the  more...

Managing Challenges in Customer Service During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all  more...

Cross-selling in a Customer Service Call ..., the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers.As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products  more...

Communicating w Difficult People Handling Difficult Co-Workers ...tudent information on how to define difficult co-workers, cope with their difficult behavior, and resolve conflict caused by the negative behavior. The program describes the proper methods to address each difficult personality type, the appropriate techniques to use to cope with and manage difficult behavior, and the steps that create the conflict resolution process. Learn To  more...

Communicating w Difficult People Communicating with Your Manager ...interpret difficult personalities, the various options to cope with a difficult manager, and the appropriate steps to provide unsolicited feedback. Learn To Apply steps to distinguish between difficult behavior and periodic irritability. Recognize the characteristics of the four types of difficult personalities.  more...