Online Difficult eLearning

MANAGING DURING DIFFICULT TIMES MANAGING DURING DIFFICULT TIMES  more...

Working with Difficult People Set of 7 Working with Difficult People: Set of 7  more...

COMMUNICATE WITH DIPLOMACY TACT COMMUNICATE WITH DIPLOMACY & TACT  more...

Confronting Difficult Employee Behavior ...Difficult Employee Behavior As a manager, you will inevitably encounter direct reports who exhibit difficult behavior, which can disrupt entire teams and departments. It's your job to confront difficult behavior as early as possible to minimize the disruption. Whether they are blatant or less obvious, behavioral problems need to be addressed before they affect morale and productivity. If  more...

Managing and Rewarding Top Performers ...to hand in their resignation? It is becoming increasingly difficult for companies to retain their top-level employees in today's competitive market. This course examines how to attract and ultimately retain top performers through a combination of benefits packages, performance reviews, improved management policies and other non-financial reward strategies. You will also learn how to promote  more...

Communicating Across Cultures ... Communicating effectively across cultures can be very difficult. Not only must you pay attention to the cultural distinctions of your audience and adjust your style to them, but you also need to adjust your style to different forms of communication. This course offers guidelines and best practices for speaking and writing across cultures. The course also highlights the importance of keeping  more...

Working with Difficult People Identifying Difficult People ...Difficult People: Identifying Difficult People Inevitably, we all encounter difficult people in the workplace. Dealing with difficult people can lead to feelings of frustration or even intimidation. If you know the right techniques, though, dealing with even the most difficult person is possible. In order to deal with difficult people, first you need to know what kind of difficult person  more...

Working with Difficult People How to Work with Aggressive People ...Difficult People: How to Work with Aggressive People Aggressive people are arguably the most difficult type of people to work with. Hostile-aggressives are openly pushy and can easily intimidate people; passive-aggressives work behind the scenes with hidden agendas. No matter which type of aggressive behavior you have to deal with, aggressive co-workers can easily ruin your day or ruin a  more...

Working with Difficult People Dealing with Micromanagers ...Difficult People: Dealing with Micromanagers Every office seems to have one a person who seems to need to control every aspect and every detail of any situation or project they're involved with. Whether the motivation comes from a desire to ensure success or simply a need to be the center of attention, micromanagers generally do more harm than good. This course introduces you to the  more...

Working with Difficult People How to Work with Self-serving People ...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 self-serving  more...

Working with Difficult People How to Work with Manipulative People ...Difficult People: How to Work with Manipulative People Have you ever dealt with someone at work who tried to get you to agree to something you really didn't want to do? Some people just seem to want things their way, even if it is not the best for the team or organization. During your career, it is likely that you'll come across coworkers who use manipulation to get what they want, and it  more...

Getting Results without Direct Authority Reciprocity ... law of reciprocity. For example, you help someone with a difficult analysis and that person in turn helps you put together a presentation. Or you support a colleague in a meeting, and later you get a key role in that colleague's project. For any trade to be successful, though, you need to know what others need and what resources you have to offer them that match those needs. Then the trade  more...

Decision Making Tools and Techniques ...ques Napoleon Bonaparte once said, 'Nothing is more difficult, and therefore more precious, than to be able to decide.' Good decision making means choosing the course of action that optimizes the return on your investment of resources. But before you can make a good decision, you need to first identify and evaluate your alternatives. Fortunately, a number of tools and techniques are  more...

Decision Making Making Tough Decisions Decision Making: Making Tough Decisions Making decisions in your personal and professional life is not always easy, especially when you're dealing with an uncertain or unknown future. And there are many situations that can make decision making particularly challenging, such as when you have to weigh very similar or very disparate alternatives then make compromises and trade-offs between  more...

Creating a Positive Attitude ...ked 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 provide you with  more...

Rightful Employment Termination ...difficult things you will do as a manager is to terminate an employee. The employee who is being terminated regardless of the reason for the termination may feel angry, frustrated, or betrayed. He or she may be looking for someone or something else to blame, and if the termination is not handled properly, your company could find itself defending against allegations of wrongful termination.  more...

Working with Difficult People How to Work with Procrastinators ...Difficult People: How to Work with Procrastinators Nobody likes it when they have to take up someone else's slack. Perhaps you've been in this situation: a coworker said something would get done, but when the deadline was up, it turned out this person somehow never managed to get around to it. There are a variety of reasons for procrastinators behaving the way they do, but whatever the  more...

Working with Difficult People How to Work with Negative People ...Difficult People: How to Work with Negative People For some people, nothing is ever good enough. They complain nonstop about everything from their latest project to the weather. Others may whine or place blame where it may not belong. Negative people contribute to an unproductive work environment and tend to make the people around them feel negative as well. To limit the adverse impact  more...

Customer Service Processes and Procedures Customer Service Processes and Procedures Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:  more...

Bridge the Expectations Gap ...enience, or the customers? Do they make it easier or more difficult for customers to do business with you? By mapping the service process, as you will be taught, you'll be able to see more easily where the process can be streamlined for the customer and the necessary improvements can be made. Not all of these improvements can be made at once, so the final lesson teaches you how to prioritize  more...

Facilitating Difficult Situations ...Difficult Situations How do you deal with the group that has an exceptionally dominant person who doesn't let anyone else have say, or trivializes the contributions of others? How do you keep a faction from taking over? What is the best means of handling direct challenges to you or the group? What do you do when you know someone is deliberately trying to derail your meeting and/or  more...

Negotiation Essentials Persuading Negotiation Essentials: Persuading Successful negotiators have the ability to persuade others that their interests are important. But they don't achieve this by ignoring the interests of the other party. Instead, they frame and adapt their interests to reflect the other side's viewpoint. This course identifies the value of persuasion in negotiations and highlights strategies to help you be  more...

Negotiation Essentials Avoiding Pitfalls in Negotiation Negotiation Essentials: Avoiding Pitfalls in Negotiation Negotiations can be tough. But keeping your wits through pressure and problems can lead to breakthroughs and success. Negotiations commonly fail because poor approaches and tactical blunders create additional stumbling blocks to overcome. Negotiators need to be aware of the kinds of actions or attitudes that can hinder the achievement  more...

Avoiding Time Stealers ... example, you may be a procrastinator, or you may find it difficult to say no to requests to take on more work. Such behaviors can reduce your efficiency, as well as create unnecessary stress for you. This course focuses on strategies for dealing with common time stealers procrastinating and taking on too much work as well as how to handle interruptions. It shows you how effective time  more...

Risk Basics Risk Basics In today's management revolution, risk is an inherent factor. Your success depends upon an ability to understand and operate in a mine field where opportunities abound, but disaster could strike at any moment. Avoiding disaster is no longer left to luck, but is carefully controlled through risk management. The information presented in this course on risk and hedging techniques  more...

Approaches to Risk Management ...on evaluating risks and benefits. When you need to make a difficult business decision, knowing the numbers can provide a clearer picture of your upside and downside. As an executive in today's explosive business world, your ability to take the right risk can mean the difference between an organizational win or disaster. The basics of analysis and assessment are presented in this course to help  more...

Doing Business on the Internet ...ll ensuring that detailed customer records are kept, is a difficulty faced by almost all companies that engage in Internet-based commercial activity. Regulation of the digital marketplace is very difficult to achieve and currently, in the United States, much legislation on this area is pending but not yet enacted. The main areas requiring regulation are issues related to Internet advertising,  more...

Thinking Strategically Thinking Strategically As business success becomes more difficult to achieve, companies are discovering the importance of strategic thinking. Being lean and mean and process efficient is no good if you don't have the correct business strategy. But what is strategic thinking and what does it look like in the context of your business? This course is focused on discovering and using the key  more...

Giving Constructive Criticism ...her than destructive can be one of the most important and difficult skills to learn. Given thoughtlessly, without proper preparation and consideration, it's likely to be ignored by the recipient, or worse yet, give offense. On the other hand, when given properly, constructive criticism given by a manager to an employee, or from a team leader to a team member, is a powerful tool for improving  more...

The Impact of Situation Style When Communicating with Diplomacy Tact The Impact of Situation & Style When Communicating with Diplomacy & Tact Communicating with diplomacy and tact is more than a skill. It requires an awareness of your environment and style, and an ability to adapt to different situations. In this course, you'll see how conversations with different people in different situations can impact how you deliver your message, in terms of respect and  more...

Strategies for Communicating with Tact Diplomacy Strategies for Communicating with Tact & Diplomacy Communicating with diplomacy and tact requires strategy, awareness, and skills. Its aim is to establish trust and rapport in relationships while delivering messages effectively. However, it's often pushed aside by good intentions cloaked by gut reaction and misinterpretation. This course provides techniques you can use to navigate through  more...

Cisco IINS 1 0 Network Security Principles I ...re network computing environment is becoming increasingly difficult. This course provides an explanation of the core principles that are part of the secure network environment. It explains how sophisticated attack tools and open networks generate an increased need for network security and dynamic security policies, the primary objectives of security and primary types of security controls, as  more...

Porfessionalism Business Etiquette Personal Accountability ...strates your attitude of professionalism. While it can be difficult at times, being accountable for delivering on your objectives shows you are reliable, organized, and dedicated to your work. This course introduces the importance of personal accountability and outlines strategies for developing a personal accountability framework. This helps empower you to be your own boss, set your own  more...

Delivering a Difficult Message with Diplomacy Tact ...Difficult Message with Diplomacy & Tact Delivering a difficult message can be one of the most challenging things you do in a professional environment. It can bring anxiety, as you are faced with addressing an uncomfortable issue, and stress at the thought of the conversation's potential to result in a situation of high emotions. This course explores the skills needed to help you  more...

Customer Service Processes Procedures Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended  more...

Preparing to Dismiss an Employee ...loyee is never an easy task because it can be emotionally difficult. Also, dismissals can impact other employees and the company. If it's the right thing to do and you're well prepared, the dismissal can provide an opportunity for you to educate other employees, and improve employee morale and productivity. Being well prepared for dismissing an employee allows you to handle the dismissal with  more...

Public Speaking Strategies Confident Public Speaking Public Speaking Strategies: Confident Public Speaking Effective speech delivery is crucial to public speaking, as it allows you to showcase your work and communicate with confidence. No matter how much time you've spent perfecting your message, no one will hear it if you are unable to engage your audience, handle on-the-spot challenges, and avoid being disrupted by nerves. This course looks  more...

Balancing Your Responsibilities Simulation Balancing Your Responsibilities: Simulation Brackens East Seafood, Inc. is a wholesale seafood distributor that's serviced the food industry for over thirty years. Its customers include restaurants, grocery stores, and institutional cafeterias. You're the company's webmaster responsible for maintaining and updating its B2B web site. As a majority of customers now use the site to place  more...

Cisco IUWNE 1 0 Wireless Fundamentals ...nt quickly from early adoption in sites where cabling was difficult or impossible, to widespread use in home networks. The change was rapid due to the ease of use of wireless routers and other equipment. With improvements in security and performance, wireless networks have moved into many mainstream business LANs. With new and better standards and equipment in development all the time, growth  more...

Oracle Database 11g Diagnosing Oracle Clusterware Node Management ... Problems that occur with Oracle RAC instances can be difficult to diagnose because they span across two or more nodes in a cluster. Oracle Database 11g provides various methods for diagnosing and debugging Oracle Clusterware and RAC components. This course discusses the basics of debugging and the use of diagnostics in a RAC environment, including how to use Oracle Clusterware diagnostic  more...

Introduction to Sales ...ortant function in any business, yet it's one of the most difficult areas to master and manage successfully. There are several common questions people ask about sales. What is the difference between sales and marketing? Why do consumers and organizations buy, and what drives their purchase decisions? What are the key competencies required for effective sales? This course highlights the  more...

Basic Presentation Skills Delivering a Presentation Basic Presentation Skills: Delivering a Presentation Excellence in presentation can be achieved when the standard of your delivery matches the quality of your content. You may have carefully planned and structured what you want to say, but if you deliver your message in a monotone while standing stiffly, you're probably not going to captivate the audience. Having diligently prepared for your  more...

Overcoming Challenges When Managing Experts ... Getting the most out of your experts can sometimes be difficult. They might display characteristics that on the surface seem unmanageable. You have to carefully plan how you interact with such challenging experts if you want them to help you in a productive way. This course explores ways you can promote harmonious working relationships with your experts by using assertiveness, respect, and  more...

Negotiation Skills for Sales Professionals Reaching Agreement ...s Professionals: Reaching Agreement One of the most difficult tasks in sales negotiations is overcoming barriers to agreement and closing the deal. Being able to understand and anticipate certain barriers is an essential skill for every sales professional. This course provides instruction on the following barriers to agreement: deadlock situations, a customer who doesn't trust you, and  more...

Cummunicating During Difficult Times ...Difficult Times Communication is never more important than when a business is experiencing difficult times. When a company is affected by a struggling economy or other pressures, hard decisions have to be made, and employees need to be on board with these decisions. Different levels of leadership bear specific responsibilities at such times. These responsibilities include communicating  more...

Managing Resources During Difficult Times ...Difficult Times Companies facing tough times such as economic hardship or even extreme growth need to take action. In particular, they need to mind their costs, including their staff-related costs. It's important to communicate with employees about changes in costs and potential reductions in staff as soon as possible to maintain their commitment to the company. Downsizing should be a  more...

Managing Attitudes During Difficult Times ...Difficult Times Employees may experience fear, anxiety, and frustration when their company is going through difficult times. If employees' attitudes suffer, so too does their performance. You must take steps to keep employees engaged, enthusiastic, and motivated when a company is facing challenges. By learning how to manage employee attitudes that often surface in difficult times, and by  more...

Dealing with Difficult Customers Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET  more...

Social and Emotional Learning ...ic techniques for communicating the decision and handling difficult employee reactions. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training. There are strict legal requirements as well as personal accountability when discharging an employee. This course covers all the critical aspects of termination, including information about the  more...

How To Master Customer Service Course description -- Customer service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very  more...

Managing Negative People ...difficult to work with. They never seem excited about their work, and they create a general atmosphere of negativity. So how do you handle them? This course will help you identify what it is that makes certain people pessimistic and what you can do to help them. It will identify strategies you can use for boosting self-esteem, morale, and turn negativity into positivity. IMPORTANT NOTE:  more...

Moving from Trainer to Performance Consultant ...ing a trainer to becoming a performance consultant can be difficult if you aren ™t aware of certain strategies and tips. This course will help you identify the steps to gaining the skills you need while building your client base. There are job aids, tools, and methods to help you make this career transition smoothly and successfully. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED  more...

Pharmacy Technician National Certification Exam Preparation Course ...Technicians are not confident in their ability to perform difficult Pharmacy Calculations. Teaching calculations is definitely our specialty! The Course begins at the VERY beginning and gives you complete explanations and easy-to-follow sample problems for each math skill you need to learn. Then, we complete your training with lots and lots of homework problems. Miscellaneous Pharmacy Topics ?  more...

Selling the Way Your Customer Buys Learn how to read your clients,adapt your presentation and build a solid business relationship. Effective client reading requires careful observation and listening skills. At the core of an effective sales relationship is the ability to act as a consultant who solves problems. Whether you spend six months or six minutes with someone, today?s buyers expect you to show you care, to pay attention to  more...

How to Build And Maintain Rapport With Your Clients Learn how to build rapport with your clients and get beyond small talk. Whether it`s a salesperson with customer, manager with employee, teacher with student or parent with child, rapport skills are the foundation for successful communications. As we think of rapport being a degree of harmony that we have with someone, it takes on powerful dimensions in developing relationships. And when a person  more...

Winning Over Difficult Customers ...rategies for getting the attention and cooperation of the difficult customer. Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying  more...

Managing Difficult Patrons With Confidence! This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations. Managing Difficult Patrons With Confidence! Dealing with difficult patrons is a never-ending topic among library staff, especially those working in public libraries. This course is intended to provide each participant with a basic tool-kit that can be  more...

Linux Complete Set ... Linux installation and setup, including some of the more difficult topics like network settings and graphical interface configuration. Then you will learn the basics of using Linux and get into the popular text editor VI. Using VI you will learn the basics of the Linux shell and how to create and program your own shell. The course will cover a number of built-in Linux utilities and network  more...

Linux Operating System Linux Operating System will get you started in the world of Linux networking and administration. This is a basic course to give you a good foundation from which to build on that will lead to certification and more. Linux Course Description This course will walk you through the Linux installation and setup, including some of the more difficult topics like network settings and graphical interface  more...

Writing Standards-Based Assessments ...ly, you will learn techniques item writers use to make it difficult for test-wise students to merely guess a right answer choice. Writing Standards-based Assessments is a seven day online course. This course is designed to give you an understanding of writing test items that are aligned to your standards. This course will enable you to develop assessments that are based on your standards,  more...

Complaints And Angry Customers ...and service providers understand how to approach the more difficult and challenging situations they ™ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with a process to help them meet the needs of the most challenging customer.  more...

Managing Conflict And Difficult Behavior DISCONTINUED--See Replacement Courses 3419-B Communication with Power: Resolving Conflict. This course will help you to shape the way your team communicates and works together. It will help you handle conflict positively and constructively, and it will equip you with techniques to make the best of any challenging people and situations you might encounter. Managing Conflict And Difficult Behavior  more...

Professional Bar Management ... extreme. This class will teach you simple ways to handle difficult situations with unhappy customers and employees, the duties of each employee, and key factors which are vital to a successful business. Professional Bar Management Managing a bar or restaurant can be an overwhelming experience. The physical, emotional and mental demands are extreme. This class will teach you simple ways to  more...

Build Your Own BIZ - How to Fire ...difficult function you have to perform. How to Fire will help you get through this difficult process. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular  more...

Working with Difficult People ...ou how to identify and to manage a common issue at work - difficult people. You will learn about the people, situations, and interactions that can result in having a difficult time at work. The information presented in this course covers new ways to think about how to deal more effectively with difficult people and situations at work - by changing your thinking and trying some new approaches.As  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...

Getting Past Clashes Valuing Team Diversity Teams have diverse personalities, skills, and interests that are challenging to put together. You may not get along with every team member, but it's important that you can work together to achieve the same goal. At the end of this course, you'll have the skills needed to work with different personality styles, control your gut reactions to difficult people, and deal with difficult team members.  more...

The Telecommunications Industry Overview Version 2 ...loping technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, enhanced service offerings, and/or costly technological upgrades. This  more...

Performance Reviews ...ssessments, so this course prepares managers for the more difficult reactions they will encounter. All this will make the appraisal meeting a practical and successful event. But to make it purposeful, a manager must develop better performance in her employees. This means both creating the best performance opportunities and identifying the steps a manager must take to develop her team  more...

Understanding Technical Professionals ... have you felt that technical professionals are sometimes difficult to understand? Do you find that the usual management models are not as effective as they could be? This course explains the ways in which these employees differ from other workers and how you can apply more appropriate and effective management techniques. You will also learn how business has responded with new corporate  more...

Models for Managing Technical Professionals ...e on autonomy, managing their time and resources can be a difficult task. But, since it's your job to supervise this often-frustrating yet extremely valuable group of employees, you need to figure out the best way to do it. And this "best way" may vary from company to company and from individual to individual. In this course you'll learn a variety of ways to motivate, manage, and lead technical  more...

Addressing Problem Performance ...ned policy outlining their approach. Discipline is a very difficult time for both managers, and the employees they are applying this procedure to. So the onus on managers is to get it right. This means careful and conscientious planning of the actual process. Managers also need to be aware of the legal implications of the disciplinary actions they take, if they are to avoid causing substantial  more...

Handling Organizational Change Simulation ...rformer in the current structure, so this change could be difficult for you. Your task is to deal with this organizational change by managing your own reactions and applying appropriate behaviors. How you respond to, as well as influence, the change process will be key to determining whether the change is beneficial or detrimental to your position in the new organizational structure. This  more...

Choosing the Best Applicant ...difficult, and that applies particularly to choosing a new employee. This course will show you the most effective methods for evaluating and choosing the best applicants. It will show you how to analyze the information from the interview ? by working in a focused framework ? and how to compare candidates. You will examine and avoid the most common problems with decision making, and confirm and  more...

Translating Requirements into Process Goals Customers want quality. And quality includes customer requirements such as ease of use, reliability, or response time that are sometimes difficult to measure. To produce improvements that will generate the results customers want, these quality requirements must be redefined as measurable goals. The purpose of this course is to show you how to redefine customer quality requirements as measurable  more...

Communicating for Results ...mmunicate for best results in three common, but sometimes difficult, situations. Firstly, you will learn the communication skills required to ensure the collaboration and cooperation of your colleagues and peers when you are working as a member or as a leader of a project team. Whether you want help with a particular task, or need someone else to undertake the task on your behalf, this  more...

Coping with Criticism and Feedback ...efensive or angry. When your emotions get involved, it is difficult to be objective and to use the feedback effectively. This course links the concept of emotional intelligence, and EQ, to the practice of receiving feedback. By doing this, it provides you with a powerful approach that enables you to deal effectively with criticism and feedback. You will learn how to seek feedback from those  more...

The Dynamics of Interacting "The ability to make people believe in you and trust you is one of the few absolutely fundamental qualities of success." To make such a statement, John J. McGuirk was probably inspired by a direct experience that he had in dealing with other people. Based on your own experience, would you agree that interacting with others is connected to success? Think of a time when you got the results that you  more...

Difficult People in the Workplace Environment ... 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 course will guide you in your journey to coping effectively with difficult  more...

How to Work with Aggressive People ...u 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 scenes with hidden agendas. No matter which type of aggressive behavior you have to deal with, you've got your work cut out for you. That's where this course comes in handy. It details the characteristics of the six  more...

How to Work with Negative People and Procrastinators Don't you hate it when people say they'll do something, but when the deadline is up, it turns out they somehow never managed to get around to doing it? Or what about people who whine all the time? You might come in to work in the best of moods, but after ten minutes of someone complaining nonstop while you're waiting to fill your coffee cup, your day is shot. If you're tired of putting up with  more...

How to Work with Arrogant and Duplicitous People In certain settings, jesters and gossips can be quite entertaining. However, at the office or on a regular basis, they are not amusing. In fact, their habits can be quite destructive. If you've had it "up to here" with someone who has a head the size of a compact car, or if you're tired of being told the latest malicious gossip by someone else, you'll want to take this course. After you've learned  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...

Employee Performance Series The Employee Performance Series includes the following courses: Employee Performance: Managing Difficult People Employee Performance: Providing Feedback Employee Performance: Resolving Conflict To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Advanced Project Leadership Selling Project Mgmt to the Organization ... are important to senior executives. Identify why it is difficult to sell project management to senior executives. Identify effective methods for selling project management to senior executives. Select the appropriate approach to be used with different types of senior executives. Unit 3: Implementing Project Management (1 hour) Identify reasons for implementing project management as  more...

Advanced Project Leadership Navigating Corporate Structures ...ects in a Functional Organization, the most prevalent and difficult environment for project management. Learn To: Identify characteristics of types of stakeholders. Identify benefits of stakeholder analysis. Identify the steps to perform stakeholder analysis. Identify strategies to deal with stakeholders with hidden agendas. Define a Project Sponsor. Define roles and  more...

Interpersonal Communication Telephone Skills ...ol a conversation, and effectively handle situations with difficult callers. Learn To Provide efficient customer service through good telephone skills. Demonstrate behavior callers appreciate. Use screening methods. Distinguish between high and low priority calls.  more...

Advanced Interpersonal Communication Communicating with Co-Workers ...pects of his personality that make communicating with him difficult. Unit 2: Communicating with Colleagues and Subordinates (0.5 - 1 hour) Choose the guidelines for communicating with colleagues. Identify the proper way to respond to a colleague's idea. Take the appropriate steps to apologize to a subordinate.  more...

Advanced Interpersonal Communication Comm to Build a Positive Culture Advanced Interpersonal Communication: Communicating to Build a Positive Culture gives the student an overview of the dimensions of organizational culture and how communication perpetuates an organization's culture. This program also defines what a cultural network is and offers guidelines for using the cultural network to your advantage. Steps for empowering employees are also offered in this  more...

Communicating w Difficult People Working with Difficult Employees ...Difficult People: Working with Difficult Employees offers the student an overview of the information required to identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with  more...

Communicating w Difficult People Handling Difficult Co-Workers ...Difficult People: Handling Difficult Co-Workers offers the student 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  more...

Communicating w Difficult People Communicating with Your Manager ...Difficult People: Communicating with Your Manager offers the student an overview of the information required to identify a difficult manager, approach a difficult manager, and confront difficult manager behavior. The program describes the proper methods to interpret difficult personalities, the various options to cope with a difficult manager, and the appropriate steps to provide unsolicited  more...

Interviewing Skills Conducting an Interview ... gathering, and closing stages, as well as how to address difficult interviews. In addition, students will learn how to evaluate candidates properly to ensure the best candidate is chosen and follow up appropriately with a candidate after a hiring decision has been made. Learn To: Follow the correct processes involved in conducting an interview. Identify various methods for  more...

Leadership Development Delegation In Leadership Development: Delegation, you will develop the skills needed to fulfill the role of a delegator and then use the delegation process to achieve organizational success. This program will help you use delegation to achieve greater results that will benefit everyone in your organization. Learn To Identify a delegator's responsibilities.  more...

Leadership Development Goal Setting ...s into results. Set goals for more difficult projects. Simulation Overview: In each simulation, you will practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each  more...

Succession Planning Setting Up a Succession Planning Program ... Identify ways of retaining employees that are difficult to replace. Sequence the steps for preparing individual development plans. Recognize steps in identifying key requirements for the future. Identify approaches to determine future work requirements for key roles. Audience This course is  more...

Delegation Monitoring Evaluating Results ...ir performance. Identify types of difficulties that arise when maintaining boundaries. Identify positive questions to ask when giving delegates support. Identify guidelines for encouraging delegates to find their own solutions to problems. Simulation Overview: In the simulation at the end of this  more...

Employee Performance Managing Difficult People ...Difficult People will help you develop the skills needed to address a difficult person according to their specific behavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and meet the  more...

Employee Performance Providing Feedback ...constructive feedback. Handle difficult feedback situations. Audience Managers and employees who want to improve their ability to give effective feedback. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time 2 to 4 hours  more...

Employee Performance Resolving Conflict ...nd managing conflict. Address difficult personalities. Audience This course is for managers and employees who encounter conflict in the workplace. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time 2 to 4 hours  more...

Conducting Meetings Managing a Meeting ...ink'. Identify and manage the difficult personality types present in a meeting. Audience Managers and employees who want to improve their ability to manage a meeting. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time  more...

Facilitation Facilitating Challenging Situations ...facilitating. Specifically, they will learn how to handle difficult team members, the best way to confront team resistance, and the most effective way to resolve conflicts among team members. Learn To Apply steps to foster healthy debates. Facilitate five types of difficult team members. Use a  more...

Managing Performance Overcoming Performance Appraisal Challenges ...help her toward greater achievement. Unit 2: Conducting Difficult Appraisals (0.5 - 1.5 hours) Recognize guidelines that improve active listening skills. Identify confrontational types of communication. Practice active listening in an appraisal discussion. Approach conflict in a positive manner using  more...

ISO 9001 2000 The Auditing Process .... Identify guidelines for handling difficult situations. Identify the two types of non-conformance requests. Identify factors to consider when writing a non-conformance report (NCR). Identify the audit report approval process. Simulation Overview: In this  more...

Team Participation Teamwork Fundamentals In Team Participation: Teamwork Fundamentals, you will learn to be an effective team member. This course will teach you how to communicate effectively with team members and adapt to their various personality styles. You will also learn the various stages of team building and understand how to overcome common problems that teams encounter. Learn To Differentiate  more...

Project Teams Applying Team Building Techniques ... Follow the steps for dealing with a difficult project team member. Recognize methods of decision making that are available to project teams. Reach consensus in a project team meeting. Simulation Overview: In this simulation, you are the leader of a project team that is determining  more...

Essentials of Business Law Cyberlaw ...fy four factors that make enforcing the law in cyberspace difficult. Identify the circumstances in which electronic communication can serve as evidence in court. Choose established cyberspace regulations. Identify the reasons why Internet advertising can become troublesome. Identify ways  more...

Communicating with Difficult People Series The Communicating with Difficult People Series includes the following courses: Communicating with Difficult People: Working with Difficult Employees Communicating with Difficult People: Handling Difficult Co-Workers Communicating with Difficult People: Communicating with Your Manager To review individual course descriptions, please return to the previous page and select the desired  more...

Telephone Skills Series The Telephone Skills Series includes the following courses: Telephone Skills: Professionalism Through Basic Skills Telephone Skills: Handling Difficult Calls Telephone Skills: Effectively Managing Inbound and Outbound Calls To review individual course descriptions, please return to the previous page and select the desired title(s).  more...

Achieving Success Without Authority Focusing on Results ...-worker and has come to you for advice. She is finding it difficult to complete her tasks and has a very negative attitude to her work at the moment. Icon has just been restructured and Cindy's job has been re-defined. She was against this change but did not have any choice. She feels adrift from the newly restructured organization. Unit 2: Getting Results Through Influence (1 - 2 hours)  more...

Telephone Skills Handling Difficult Calls ... phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and this is also taught. Learn To Portray a good corporate image. Implement customer care.  more...

Frontline Leadership Preparing to Lead ...o identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with difficult employees. Learn To List the steps a learning  more...

Supply Chain Management Principles and Concepts ...rity Model: Pre-supply chain to level, and overcoming the difficult transition from Level 2 to Level 3. Learn To: Define concepts related to supply chain management (SCM). Identify drawbacks of the traditional supply chain. Identify obstacles in supply chain optimization (SCO). Identify the steps carried out during the stages of the Supply Chain Operation Reference (SCOR)  more...

Changing Corporate Culture ...nstill an appreciation of diversity within a company is a difficult task. It requires changing existing views and practices that until now have defined the workplace. You can overcome ingrained attitudes by learning how a diversity initiative differs from federal mandate, why some workers will object to the concept of diversity, and how to handle their opposition. This course describes the  more...

Advanced Project Leadership - Navigating Corporate Structures Advanced Project Leadership: Navigating Corporate Structures teaches the project managers how to understand the corporate environment, in particular as it relates to high-profile projects. First, you will learn how to identify different types of stakeholders, and how they may influence the project. You will learn how to deal with stakeholders Hidden Agendas. You will also learn about project  more...

Driver Safety Course for Cars, Vans, and Small Trucks This course is made for drivers, young and old, who want to improve their knowledge and driving skills. Outline: 1. Introduction 2. Traffic Safety Problems 3. Factors Influencing Driver Performance 4. Traffic Laws and Procedures 5. Alcohol, Drugs and Traffic Safety 6. Physical Forces That Influence Driver Control 7. Perceptual Skills Needed For Driving 8. Defensive Driving Strategies  more...

Business Writing ...have a conversation with someone, but it can be much more difficult to try and put the information in writing. We suddenly become intimidated and feel that our writing does not sound very intelligent. We worry about mistakes, such as grammar or incorrect spelling. We often try to make our writing sound so much bigger than the way we actually speak. Learning Objectives: - The basic  more...

Wound Care in Todays Healthcare Environment ...are numerous factors that increase onea ™s risk of a difficult-to-treat wound. With an aging population and an expanding number of individuals with diabetes mellitus, which is associated with wounds of various types, nurses in all settings need a working knowledge of skin integrity issues, including risk factors associated with altered skin integrity, recognition of various types of  more...