Online Difficult eLearning - Training Resources

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...

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...

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...

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...

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...

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...

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...

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...

Build Your Own BIZ(tm) - 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...

Complaints And Angry Customers Complaints And Angry Customers The Complaints and Angry Customers course helps sales 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  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...

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...

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...

Finding Your Life Balance ...difficult to get the balance between those activities right. But getting the balance right gives a tremendous payback. You feel fulfilled. You are in harmony with yourself and your world. Which is good for you, and also impacts positively on your family, friends, and co-workers. The first step towards a possible adjustment of your life balance is to assess your life as it is now. This course  more...

Your Time and You ...ing is the best time for them to handle creative tasks or difficult problems; others prefer to rise and work late--these people probably prefer to tackle only easy, routine tasks in the morning. Our personalities also play a significant role in the way we handle tasks and manage time. You are probably already doing certain things well, but there will inevitably be areas that can be improved.  more...

Techniques for Improved Time Management If you don't feel that you are the organized type, or if making lists or drawing up detailed plans doesn't come naturally, don't worry. There isn't just one way in which time can be managed effectively. This course will introduce you to several different techniques for improving your time-management skills--experiment with them, and then choose and apply the tools which best suit your own  more...

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 are vital survival  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...

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...

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 course  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 members.  more...

Facilitating Difficult Situations ...course you will learn to recognize and deal with the most difficult aspects of facilitating groups. You will explore typical trouble spots, like dealing with side conversations. Discover ways to maintain and channel enthusiasm with high-participation groups and turn around low-participation situations. Learn techniques to help you handle sabotage and passive/aggressive behavior. Capitalize on  more...

Proactive Approaches to Stop Negativity ...difficult to communicate with a negative thinker. It is quite possible that the negative thinker remained closed to what you were saying. Instead of getting frustrated with the situation, using the right confrontational or coaching skills would help the negative thinker to see reason. This course offers you proven methods to help a negative thinker overcome negativity. You will learn how to  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...

Customer Service 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: how to properly support a customer, how to provide  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...

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...

Customers Confrontation and Conflict ...ice-minded when the person you are dealing with is being "difficult." This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations. You'll be able to identify elements of emotional response that interfere with good customer service. Staying cool, calm, and customer-connected is a critical  more...

Overcoming Difficult Service Situations Your customer's face is more contorted than anything you've ever seen...eyes bulging, fists clenched, and a scowl that makes Scrooge look like a nice guy. It's tempting to cut and run, but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning  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 people.  more...

How to Work with Aggressive People ... 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 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...

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...

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 course  more...

Avoiding Grammatical Errors in Business Writing ...learners everywhere. For many people, it recalls the most difficult or most boring classes they can remember from childhood. Yet using correct grammar is one of the key skills for any business writer. Poor grammar skills interfere with communicating a clear message; moreover, they may suggest that the writer is careless and perhaps unprofessional. In this course, you will learn to recognize and  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...

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...

Creating Change Gaining Allies "If you scratch my back, I'll scratch yours." Is this an effective strategy for gaining allies to create change? How about, "If you do it my way, you'll feel better about yourself"? Finding and winning partners for the purpose of creating change is not easy in the intensely competitive and harried environment of the corporate world. It's especially difficult when you lack authority. The people  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...

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...

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...

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...

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...

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) model.  more...