Online Difficult eLearning Training

Winning Over Difficult Customers Strategies for getting the attention and cooperation of the difficult customer.  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...

Moving from Trainer to Performance Consultant Course description -- Taking a step up in your career is an exciting time. Now is your chance to help your clients with their overall abilities, not just a few key skills. The move from being a trainer to becoming a performance consultant can be difficult if you arena t aware of certain strategies and tips. This course will help you identify the steps to gaining the skills you need while building  more...

Discharging Employees 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 law and how it impacts the process and your decision. You will be given methods for identifying when discharge is appropriate and tools to help you prepare for the meeting. You will also learn specific  more...

Training and Facilitation: Setting Objectives MAXIM TRAINING Objectives form a crucial part of every manager's job. They guide everything important we do at work. If we are trying to achieve the wrong objectives, we can't possibly perform well. Yet setting good, clear objectives is difficult to do. The course's overall aim is to show you how to set effective objectives. These could be objectives for yourself, other individuals, your team or  more...

Customer Service : Handling Customer Complaints Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer whose complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with demanding customers. It will help you to take a professional approach to  more...

Customer Service : Handling Angry Customers Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer who's complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with angry customers and diffuse the tension. It will help you to take a  more...

Phone Skills : Making Difficult Calls In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills.  more...

Face to Face Communications : Effective Questioning Communicating clearly is an essential business skill. The best ideas in the world can only be transformed into realities when they're shared and understood. This course focuses on the art of questioning. It examines the difference between open and closed questions and when to use them for best effect. It demonstrates how to use strategic questioning techniques to defuse a difficult situation,  more...

Personal Effectiveness - Teamworking: Handling Difficult Team Members Where people are working together, two plus two can equal more than four. People can achieve more than they would on their own as part of a cohesive and effective team, capitalising on each other's skills, experience and strengths. But working together isn't always sweetness and light. This course will show you how to take power by taking action and gain control in difficult situations. You can  more...

Recognising Stress Series: The Sources of Stress People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work.  more...

Recognising Stress Series: The Effects of Stress ...king under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work. Stress can manifest itself in a wide variety of different symptoms - physical,  more...

Recognising Stress Series: Your Reaction to Stress ...king under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work. To cope with stress effectively you need to maintain a balance between your  more...

Coping with Stress Series: Short-Term Coping Strategies People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. We all need a certain degree of pressure, and pressure can have positive effects - deadlines, confrontations, competition - all add depth and colour to our lives. But they can also lead to stress. Even if you think you can cope, sudden and unexpected  more...

Coping with Stress Series: Your Attitude to Stress People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. We all need a certain degree of pressure, and pressure can have positive effects - deadlines, confrontations, competition - all add depth and colour to our lives. But they can also lead to stress. But you can control your reaction. How you perceive  more...

Coping with Stress Series: Dealing With Stress in Others People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. Stress can cause serious problems at work when work is disrupted due to sickness, or people pass their stress around the office. Stress in one person can lead to stress in other staff who then have to cover for their colleague.  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...

Excellence in Service: Working with Upset Customers In Excellence in Service: Working with Upset Customers, you will learn how to successfully serve upset customers, calm upset customers, and deal with abusive customers. In addition, you will learn how to control your own emotions and reduce your level of stress.  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...

Sales Negotiations Negotiation Execution ...itionally, this course covers guidelines for dealing with difficult people and strategies for dealing with less-than-ideal scenarios and outcomes. After completing this course, you will be prepared to negotiate successfully with people in a variety of roles. The target audience for this course is experienced sales professionals and sales managers with a fundamental understanding of conducting a  more...

Telecommunications Industry Overview Version 1 ...loping technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies pose significant threats to carriers relying upon aging infrastructures and out-dated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, convergence, and/or costly technological upgrades. This course is designed to  more...

Preparing for Mutual Success Satisfy Customer Needs This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies  more...

Assessing Customer Behavior In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in  more...

Overcoming Internal Customer Service Problems Managing relationships with your internal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In  more...

Internal Customer Service Conflict and Complaints Simulation Complaints are an inherent part of customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice  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...

Call Center Customer Service Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting.  more...

Customer Support Specialist Simulation ...llenge is to figure out how to handle dealing with angry, difficult, and demanding phone customers before stress gets the best of you. This simulation is based on the SkillSoft series "HDI - Customer Support Specialist" and contains links to the following courses: cust_02_a02_bs_enus and cust_02_a03_bs_enus. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist  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...

Working with Difficult People Respond to Challenges ...Difficult People: Respond to Challenges, is the thirteenth of fourteen courses in this curriculum. After the completion of this course you will be able to demonstrate several techniques to effectively handle minor and periodic personality differences. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating  more...

Working with Difficult People Cope With Continued Conflict ...Difficult People: Cope with Continued Conflict, is the last of fourteen courses in this curriculum. After the completion of this course you will be able to sequence the steps of a conflict resolution effort, select the most appropriate action to handle a difficult situation, based on the specific circumstances and identify options available to you if you are unable to resolve an issue. The  more...

Working with Difficult People Recognize Work Styles ...Difficult People: Recognise Work Styles, is the twelfth of fourteen courses in this curriculum. After the completion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The Stress Management curriculum presents easily adopted techniques for today's busy  more...

Communicating Clearly Speak to be Heard Communicating Clearly: Speak to be Heard, is the second of four courses in this curriculum. After the completion of this course you will be able to define the steps in the communication process, match the situation and recipient to the most appropriate delivery method and environment, and identify ways of delivering a message so that the meaning is understood. The PrimeCommunication curriculum  more...

Developing 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...

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...

Gaining Allies Creating Change 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 whose  more...

Communicating Successfully Assert to Achieve This course assesses the benefits of assertive behavior and provides suggestions to implement these strategies to maintain confidence and control of potentially difficult situations without resorting to submissive or aggressive behavior. All levels of professionals who supervise the performance of other staff members.  more...

Reviewing Performance Appraisal interviews are the culmination of the ongoing performance appraisal process. The first part of this process begins with modeling an effective performance discussion. Then, when a manager actually knows what he is aiming for, he can use this knowledge to plan and conduct a really worthwhile, efficient performance meeting. Appraisal meetings aren't always easy encounters, even when they  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...

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...

Selecting 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...

Managing Yourself and Those Around You Successful administrative support professionals must be good managers. This means managing their own time and energies, as well as cooperatively working with their boss and co-workers. This course teaches successful strategies for dealing with the myriad demands on the time, resources, communication skills, and organizational powers of administrative assistants. Administrative support  more...

Advanced Administrative Support Simulation You're an administrative assistant at the corporate headquarters of King's Stores Company, a chain of retail stores, and report to Maxine Washington, Merchandising Manager. Recently, you were disappointed when Maxine turned you down for a promotion. During a meeting with Maxine, you'll have the opportunity to find out to why she didn't promote you. You'll need to listen actively and effectively to  more...

Thinking Strategically ...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 elements of successful strategic thinking. Those in management  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...

Rightful Termination ...difficult things you will do as a manager is to tell an employee that his or her working relationship with the company must end. When you take this course, you will learn specific steps to follow when terminating someone's employment due to layoffs, performance problems or misconduct. You will then have the opportunity to apply what you've learned in a role play. Of course, the best way to  more...

The 802 11 Network Architecture This module covers some of the key concepts found in the 802.11 network architecture. You will read about the process by which clients connect to an access point, the terms used for organizing wireless LANs, and how power management is accomplished in wireless LAN client devices. Without a solid understanding of the principals covered in this module, it would be quite difficult to design,  more...

Supply Chain Management - Principles and Concepts This course provides an understanding of the fundamentals supporting SCM the Maturity Model: Pre-supply chain to level and overcoming the difficult transition from Level 2 to Level 3.  more...

Telephone Skills: Handling Difficult Calls This course stresses the importance of politeness and identifies the service that callers expect over the 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  more...

Employee Performance: Managing Difficult People ...Difficult People " you will learn to 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  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 a Hidden Agendasa . You will also learn about project  more...

Rising to the Customer Challenge: Engage Difficult Customers ...Difficult Customers is the eleventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the five guidelines for handling the unreasonable customer identify the four guidelines for handling the angry customer and identify the four guidelines for handling the unhelpful colleague. The PrimeCustomer Care curriculum offers a useful toolkit of  more...

Interviewing Skills: Conducting an Interview In Interviewing Skills: Conducting an Interview participants are provided with step-by-step guidance for interviewing candidates researching their references evaluating candidates and choosing among them objectively and appropriately following up with both the chosen candidate as well as those not offered the position. Participants also learn how to handle difficult candidates.  more...

Administrative Assistant Skills: Enhancing Your Skills In Administrative Assistant Skills: Enhancing Your Skills you will learn how to communicate effectively be a team player and encourage cooperation when you do not have formal authority over others. You will also learn how to project a professional image dress professionally and practice effective conflict resolution when dealing with difficult people. In addition you will learn how to manage  more...

Interpersonal Communication: Telephone Skills Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone properly address callers and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions employ strategies to control a conversation and effectively handle situations with difficult callers.  more...

Communicating with 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 with 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 the  more...

Communicating with 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...

Frontline Leadership: Preparing to Lead Frontline Leadership: Preparing to Lead 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 difficult  more...

Facilitation: Facilitating Challenging Situations In Facilitation: Facilitating Challenging Situations participants will learn how to handle several challenging situations that they may encounter while 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.  more...