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Managing Yourself : Are you a Leader? ...tion in the way businesses operate. It's no longer enough for today's manager to simply understand how to organise, plan and control resources. Companies now recognise that their people are their most precious asset. And as their staff have become more aware of their rights as individuals, managers have had to respond. Today's manager needs leadership skills. Today's manager must be able to more...

Managing Yourself : Strengthening your Position as Leader ...tion in the way businesses operate. It's no longer enough for today's manager to simply understand how to organise, plan and control resources. Companies now recognise that their people are their most precious asset. And as their staff has become more aware of their rights as individuals, managers have had to respond. Today's manager needs leadership skills. Today's manager must be able to more...

Effective Email Series: Managing Your E-mail Unlike written communication, e-mail can arrive at any time of the day, demanding your attention. The increasing volumes of e-mail are creating stress and overload for today?s business workers. Controlling what you receive is a major step towards managing e-mail, and even people who receive relatively few e-mails a day may not always cope with them effectively. more...

Working Collaboratively Communicate Your Goals Working Collaboratively: Communicate Your Goals, is the tenth of fourteen courses in this curriculum. After the completion of this course you will be able to list the guidelines for communicating your needs and identify guidelines on how to give and receive feedback. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by more...

Working with Difficult People Respond to Challenges Working with 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 more...

Working with Difficult People Cope With Continued Conflict Working with 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 more...

Expanding Time Develop SMART Goals Expanding Time: Develop SMART Goals, is the fifth of fourteen courses in this curriculum. After the completion of this course you will be able to pinpoint the benefits of time management and identify the guidelines for defining goals. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to more...

Expanding Time Remove Your Barriers Expanding Time: Break Time Barriers, is the sixth of fourteen courses in this curriculum. After the completion of this course you will be able to identify the steps you should take to avoid procrastination, identify how to minimize interruptions from people at work and identify how to avoid perfectionist tendencies in your work. The Stress Management curriculum presents easily adopted techniques more...

Expanding Time Focus on What is Important Expanding Time: Focus on What is Important, is the seventh of fourteen courses in this curriculum. After the completion of this course you will be able to list the steps that convert goals into prioritized tasks, list guidelines for effective scheduling and list guidelines for successfully implementing a prioritized and scheduled task list. The Stress Management curriculum presents easily adopted more...

Working Collaboratively Assert Your Influence Working Collaboratively: Assert Your Influence, is the eighth of fourteen courses in this curriculum. After the completion of this course you will be able to list the benefits of influencing and contrast the skill of influencing with controlling and advising. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating more...

Working Collaboratively Build Rapport Gain Trust Working Collaboratively: Build Rapport, Gain Trust, is the ninth of fourteen courses in this curriculum. After the completion of this course you will be able to identify principles for creating and maintaining rapport, list the steps in listening authentically and identify three distinct question types. The Stress Management curriculum presents easily adopted techniques for today's busy more...

Working Collaboratively Extend Your Influence Working Collaboratively: Extend Your Influence, is the eleventh of fourteen courses in this curriculum. After the completion of this course you will be able to classify influencing styles, identify guidelines for broadening your range of influence through networking and identify guidelines for resolving an impasse. The Stress Management curriculum presents easily adopted techniques for today's more...

Working with Difficult People Recognize Work Styles Working with 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 more...

Balancing Stress Devise a Stress Control Plan Balancing Stress: Devise a Stress Control Plan, is the fourth of fourteen courses in this curriculum. After the completion of this course you will be able to implement guidelines for assertiveness in life, classify behavior types in terms of a widely used and accepted model, identify strategies to modify behavior types and develop an action plan for tackling stress. The Stress Management more...

Communicating Clearly Write to be Understood Communicating Clearly: Write to be Understood, is the first of four courses in this curriculum. After the completion of this course you will be able to recognize when writing is appropriate, list the questions in determining a key message, recognize communications that are clear and error free and identify techniques for developing common types of business document. The PrimeCommunication 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...

Presenting Your Ideas Plan for High Impact Presenting Your Ideas: Plan for High Impact, is the third of four courses in this curriculum. After the completion of this course you will be able to list the qualities of a successful presentation, identify the elements of presentation planning, identify strategies for organizing a powerful presentation and distinguish well-designed visual aids from poorly-designed ones. The PrimeCommunication more...

Presenting Your Ideas Captivate Your Audience Presenting Your Ideas: Captivate Your Audience, is the fourth of four courses in this curriculum. After the completion of this course you will be able to recognize the components of effective delivery strategies, list ways to use visual aids in a manner that supports your script, identify the steps for responding effectively to audience questions and identify the five categories for assessing more...

Balancing Stress Measuring Stress Balancing Stress: Measuring Stress, is the first of fourteen courses in this curriculum. After the completion of this course you will be able to describe the social and personal costs of stress and assess your stress levels. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All more...

Balancing Stress Simple Solutions for Stress Balancing Stress: Simple Solutions for Stress, is the second of fourteen courses in this curriculum. After the completion of this course you will be able to list healthy dietary, exercise and relaxation principles and identify natural ways to combat stress. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating more...

Balancing Stress Stress Relieving Habits Balancing Stress: Stress Relieving Habits, is the third of fourteen courses in this curriculum. After the completion of this course you will be able to recognize how to overcome stress inducers using mental strategies, implement guidelines for managing your daily work and identify planning principles to help you realize your goals in life. The Stress Management curriculum presents easily adopted more...

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

Customer Care: The Value of Customer Care Customer Care: The Value of Customer Care is the first of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of customer care to your company and identify how you can help your company to excel. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy more...

Customer Care: You Make the Difference Customer Care: You Make the Difference is the second of eleven courses in this curriculum. After the completion of this course you will be able to identify guidelines for improving customer satisfaction apply human touch guidelines to improve customer care and identify the benefits to you of giving good customer care. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer more...

Customer Care: Who is the Customer? Customer Care: Who is the Customer? is the third of eleven courses in this curriculum. After the completion of this course you will be able to identify the four steps in the customer relationship management process identify internal customers and identify the benefits of value chain management. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job more...

Excelling at Customer Care: Customers Define Success Excelling at Customer Care: Customers Define Success is the forth of eleven courses in this curriculum. After the completion of this course you will be able to identify the major trends in customer service today identify the combination of criteria required for customer satisfaction identify the emotional criteria that influence customer behavior and identify the emotional starting points that more...

Excelling at Customer Care: Recognize Critical Moments Excelling at Customer Care: Recognize Critical Moments is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to list the guidelines for dealing with moments of truth and analyze the moments of truth in a real-life situation. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's more...

Excelling at Customer Care: Increase Sales via Service Excelling at Customer Care: Increase Sales via Service is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of being sales oriented identify the difference between features and benefits and identify questioning techniques that increase sales and customer satisfaction. The PrimeCustomer Care curriculum offers a useful more...

Communicating with Customers: Service Face to Face Communicating with Customers: Service Face to Face is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the six categories of face-to-face communication identify the critical success factors in face-to-face communication and identify the benefits of active listening to customer care. The PrimeCustomer Care curriculum offers a useful more...

Communicating with Customers: Service via the Telephone Communicating with Customers: Service via the Telephone is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of telephone communication and identify the critical success factors in effective telephone communication. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care more...

Communicating with Customers: Service via the Internet Communicating with Customers: Service via the Internet is the ninth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of the Internet for customer care and identify the guidelines for successful use of e-mail. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for more...

Rising to the Customer Challenge: Turn Complaints into Delight Rising to the Customer Challenge: Turn Complaints into Delight is the tenth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of customer complaints and identify the steps in the service recovery process. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's more...

Rising to the Customer Challenge: Engage Difficult Customers Rising to the Customer Challenge: Engage 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 more...