Online Positive eLearning

Administrative Professionals Putting Your Best Foot Forward Administrative Professionals: Putting Your Best Foot Forward As an administrative professional, there are many skills and competencies you must master, ranging from organizational skills to technical aptitude. In order to be truly successful, though, you must also master other essential skills like the ability to gain the trust, respect, and admiration of your boss and colleagues. You must  more...

Talent Management Developing and Engaging Talent Talent Management: Developing and Engaging Talent Organizations depend on talented employees to help them achieve their goals. But without a talent management strategy focused on keeping these employees engaged, they may be sending out resumes rather than working to achieve those goals. Employee engagement and commitment are key success factors for any organization. This course describes how  more...

Confronting Difficult Employee Behavior Confronting 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  more...

Creating a Business Execution Culture Creating a Business Execution Culture In today's fast-paced, high tech world, change comes more rapidly than ever before. Businesses must be in a state of constant evolution and continuous improvement just to keep up. An organization's ability to execute is paramount to its survival. After all, how can a company be constantly evolving and improving if no one within the organization is  more...

Building Your Influence as a Leader ...eader recognizes that organizational politics can provide positive ways to influence others in order to accomplish goals. In this course, you will be guided through numerous methods and strategies for effectively influencing a team to accept your ideas. You'll be introduced to the importance of political awareness and the essential skills involved in using positive politics and avoiding  more...

Leading with Emotional Intelligence Leading with Emotional Intelligence Poised, outgoing, cheerful, having empathy for others, being able to express feelings directly but appropriately, and having the capacity for developing relationships. All of these abilities distinguish individuals with high emotional intelligence. Emotional intelligence is a more reliable predictor of success than intellect Leaders with a strong mixture  more...

Employment Relations HRCI PHR ...ping to ensure that your company's employee relations are positive and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the HRCI certification examinations in the areas of employee relations, employee and individual rights and relations, and Equal Employment Opportunity (EEO) complaints. In the area of  more...

Strategic Approaches to Labor Relations HRCI SPHR ...mployee involvement strategies and strategies that foster positive employee relations. It also covers those strategies that resolve conflict in an amicable manner, such as formal complaint resolutions. This course prepares HR professionals and managers who are preparing for the Human Resource Certification Institute's Senior Professional in Human Resources (SPHR) certification examination.  more...

Forming Project Teams for Six Sigma ...ribute to the effectiveness of Six Sigma teams to promote positive organizational change. This course explores the variety of team types, roles, and composition, revealing strategies for selecting strong Six Sigma teams whose members bring diverse talents, knowledge, and aptitudes to the team. The course also examines logistical considerations for launching successful teams, including  more...

Managing Six Sigma Team Performance ...kills to minimize maladaptive team behaviors and optimize positive ones. Black Belts must therefore be aware of the challenges of team dynamics and facilitate methods that resolve any conflicts that arise. Black Belts must also understand fully the many and diverse tools available for making decisions and solving problems in any Six Sigma project. A number of decision-making tools enable teams  more...

Being an Effective Team Member Being an Effective Team Member A truly effective team is equal to more than the sum of its parts. And it takes the dedication of every member of the team. Effective team members go beyond themselves and their personal desires and goals. If you want to be an effective team member, your challenge is to put the team first, which means maximizing your contributions to help the team accomplish  more...

Developing the Team and its Culture ...getting work done and in the whole working environment. A positive, constructive atmosphere can keep team members motivated and productive, while a negative atmosphere can have the opposite effect. Developing effective project teams is one of the primary responsibilities of a team leader. This course outlines the role of the team leader on a high-performance team and highlights the importance  more...

Dealing with Irrational Customers and Escalating Complaints Dealing with Irrational Customers and Escalating Complaints Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This  more...

Using Emotional Intelligence on the Job Using Emotional Intelligence on the Job Putting emotional intelligence to work is an emerging trend in the corporate world. Developing the best talents in executives, managers, and employees throughout the organization has become vital to workplace success. Intellectual knowledge is no longer enough; you must also have the interpersonal competence that comes with emotional intelligence. In  more...

Improving Communication in Cross-cultural Relationships ...y of communication across cultures. To this end, building positive relationships can go far in making cross-cultural communication more effective. This course takes you through some best practices and strategies to help you take your cross-cultural communication to a new level. It presents a structured approach for dealing with cultural differences and making necessary adjustments to your  more...

Managing Project Human Resources ...ell you that team dynamics can make or break a project. A positive, constructive atmosphere can keep team members motivated and productive, while a negative atmosphere can have the opposite effect. Developing effective project teams is one of the primary responsibilities of a project manager. Once the team is working effectively and the project is underway, it is time for the project manager to  more...

Performing Risk Analysis ...s probability of occurrence and potential impact, whether positive or negative. The science of project management was founded, in large part, to manage risk and prevent it from negatively affecting project objectives, schedules, and budgets. This course explores both qualitative and quantitative risk analysis techniques. Specifically, learners will be introduced to qualitative tools like the  more...

Risk Response Monitor and Control ...e introduced to strategies for handling both negative and positive risk, and how to monitor and control these risks. This course will also cover all the necessary project documents and plans that require updates as these processes are performed. This course is aligned with A Guide to the Project Management Body of Knowledge (PMBOK Guide) Fourth Edition, published by the Project Management  more...

Creating a Positive Attitude ...Positive Attitude Oftentimes your success or failure depends not only on the situation you are in, but how you react to that situation. Your reaction to the situations you encounter is significantly influenced by your attitude. Having a positive attitude involves looking for the best in a situation, being realistic about possibilities and consequences, and having the courage to believe  more...

Ethical Decision Making Simulation ...es and choices adhere to ethical standards and maintain a positive public image? The answer isn't simple, but by utilizing an ethical framework and weighing decisions against ethical filters, corporate officers, managers, and employees can remain confident that their choices comply with all applicable laws and regulations and adhere to the highest professional standards within their industry.  more...

Managing Your E-mail ...positive effects on our lives, but it has also increased dramatically the volume of communication and the amount of information that the average office worker needs to process ever day. To stay on top of things, you must sort, file, respond to, or delete every e-mail that comes to you in the run of a business day. But how do you balance this time-consuming task with the rest of your  more...

Building Rapport in Customer Relationships Building Rapport in Customer Relationships Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent.  more...

Customer Service in the Field Customer Service in the Field How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing  more...

Conflict Stress and Time Management Conflict, Stress, and Time Management Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the  more...

Building the Coaching Relationship ...positive and respectful coaching relationship is integral to the success of your coaching efforts. It lays the groundwork for accomplishing the goals you and your coachee set. This course highlights the importance of a strong coaching relationship. It describes how to establish rapport with your coachee by showing interest, finding common ground, and matching your coachee's demeanor and  more...

Mentoring Effectively Mentoring Effectively Perhaps your organization has asked you to help induct a new employee. Maybe a junior colleague has approached you for guidance. Or perhaps you want to "fast track" a rising star into a particular leadership position. Whatever the case, before you sign on as a mentor you'll want to learn all you can about the process, from how mentoring benefits you and your career to  more...

Achieving Success the Help of a Mentor Achieving Success: the Help of a Mentor Perhaps you want to ask an expert in your field or organization to mentor you. Maybe a manager has offered to guide you up the organization ladder. Or perhaps you're participating in an organizationwide mentoring program. Whatever the case, you'll want to make the most of having a mentor in your corner. In "Achieving Success: the Help of a  more...

Building Positive Support for Change ...Positive Support for Change It's often said that people don't like change. But when it comes to organizational change, employees are genuinely interested in making things better an improvement in processes, systems, functions, or services most likely translates into direct improvements for the employee too. But employees cannot support change and recognize its benefits without first  more...

Initiating Outbound Sales Calls ...s. That is usually all the time you have to make a solid, positive impression on your customer. Knowing how to initiate an inside sales call is a key to your success. In this course, you will learn the strategies for dealing with voice mail and call screeners and for making a successful initial contact with a customer. You will also learn the four profile types and strategies for creating  more...

Motivating a Winning Sales Team ...How can you increase their level of motivation and create positive attitudes? In this course, you'll learn how to keep sales teams motivated by creating a team identity, building team morale, and rewarding your team. You'll discover how to set sales team goals, help individual team members create performance-development plans, and monitor their progress. You'll also explore the key steps for  more...

Strategic Planning Strategic Planning Selling high-value contracts is fiercely competitive, with buyers setting stringent criteria by which to judge prospective key suppliers. Success at this level requires knowledge of these criteria and an awareness of what will be required to ensure that your proposition is viewed most favorably. Using "stripped down" project management techniques, this course outlines the  more...

Working with Your Customer s Key Players Working with Your Customer's Key Players Strong customer relationships are essential for long-term sales success. In this course, you'll learn about the second major component of the Strategic Account Sales (SAS) approach--communication. You'll start by learning about developing coach relationships in your target account. A vital part of your sales effectiveness depends on finding contacts  more...

Gaining Access to Key Personnel at Your Target Accounts Gaining Access to Key Personnel at Your Target Accounts In this course, you'll learn about the second major component of the territorial account sales approach: communication. You'll start by learning about coaching relationships. A vital part of your sales effectiveness depends on finding a key contact in each target account that can become your internal coach for the sales process. Then,  more...

Correlation and Regression Analysis in Six Sigma ...a linear relationship can be quantified and identified as positive, negative, or neutral. Then, using regression analysis, a model is developed to describe the relationship as a linear equation and then used for predictions and estimations. However, it is essential to analyze the uncertainty in the estimate, to test that the relationship between variables is statistically significant, and that  more...

Giving Feedback ...rt-to-manager. There are generally two types of feedback: positive feedback for reinforcing positive behavior, and corrective feedback for correcting negative behavior. The purpose of this course is to help you improve your skills in giving both types of feedback. The course starts by exploring the importance and purpose of feedback in general, and then discusses both positive and corrective  more...

Using Feedback to Improve Team Performance ...ell as share thoughts about each other's performance both positive and negative. The same principle applies when it comes to receiving feedback. It's far better to hear the truth directly than to assume your performance is the best it can be. In this course, you'll learn how to deliver feedback to other members of your team using a direct, honest, and assertive style that strives to eliminate  more...

Using Business Etiquette to Build Professional Relationships ... Business etiquette is a fundamental element for building positive professional relationships. Whether it's interacting with colleagues, connecting with clients, or speaking to superiors, understanding the unspoken rules of business etiquette will help establish rapport and build trust. When you show that you recognize the nuances of business etiquette, you demonstrate competence and establish  more...

Developing Your Reputation of Professionalism with Business Etiquette ... reputation is so important, you must proactively build a positive one if you want to succeed in your career. Developing a professional reputation takes more than simply having the right skills and talents for the job. It's about being self-aware, polite, and essentially treating those you interact with in a respectful way. This course introduces you to the basics of how to act professionally  more...

The Cash Flow Statement ...p earning revenue and maintaining a good profit margin, a positive cash flow is equally important for its survival. Cash flowing in to the organization must meet or exceed the cash flowing out to enable the organization to pay its debts and liabilities and meet its growth and day-to-day cash requirements. The Cash Flow Statement is a key financial statement that reports cash receipts, payments,  more...

Administrative Professionals Representing Your Boss ...but of your boss. The ability to represent your boss in a positive and professional light is essential to both your own and your boss's success. This course covers the skills you need to be successful as an administrative professional, including communication skills, organizing and managing skills, problem-solving skills, and basic office skills. It also describes strategies for anticipating  more...

Dealing with Irrational Customers Escalating Complaints Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in  more...

Conglict Stress Time Management Conglict, Stress & Time Management HDI HDI Customer Service Representative Customer Service Representative Certification Library Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be  more...

Preparing to Interview ...luate candidates accurately and fairly, helps to create a positive impression, and shows that you are professional. It can also help you avoid common errors such as talking too much, or asking close-ended questions that tell you little about the candidate. Proper preparation can help you avoid legal troubles as well. This course covers key issues to consider when preparing to interview. It  more...

Conducting an Effective Interview Conducting an Effective Interview Proper preparation is crucial to ensure a good interview. But all your preparation will be useless if you don't follow some important guidelines when conducting the employment interview. Opening the interview properly and establishing a sound format are key. You must also be mindful of the functions of different question types and styles so you can use them  more...

Using Progressive Discipline to Correct Problem Performance ...cipline to Correct Problem Performance You've taken positive steps to help your employee turn a performance problem around, but the problem still persists. What do you do next? At this point, you must proceed cautiously but firmly and use a progressive approach to discipline. In progressive discipline, employees are subjected to increasingly severe penalties over time if performance  more...

Understanding Organizational Change ... eventually, ideally, you'll see that the change brings a positive result for your own job, and your organization. A clear understanding of what organizational change is, and what to expect when dealing with it, can shorten the period of adjustment so you can get back on track sooner. This course provides a basic understanding of what is meant by organizational change and typical events that  more...

Dealing With Conflict ...lve the issue. In doing so, the leader restores trust and positive working relationships among team members. This course offers you an understanding about what causes conflicts on a team and the important role of healthy communication in handling conflicts. It presents many best practice approaches to resolving conflicts and illustrates the tenets of principled negotiation. By learning the  more...

Understanding Organizational Power Politics Understanding Organizational Power & Politics Because people sometimes have a negative opinion of politics and politicians, you might to think that politics should be kept out of business organizations. However, organizations are sites where power and influence are exercised, so politics can't always be avoided. The real challenge is to leverage organizational politics in a positive way.  more...

Organizational Structure Employee Behavior ...d objectives. In this course, you'll learn how to instill positive employee behavior within your organizational structure. You'll first learn about the elements of an organizational structure that can affect employee behavior and how those elements play out in different types of organizational structures - functional, divisional, and matrix. You'll also learn about the measures you can take to  more...

Organizational Behavior Dynamics of a Positive Organizational Culture ...Positive Organizational Culture An organizational culture isn't a set of rules or standards, but rather an interactive process - a social construct that's constantly changing. It's an invisible, dynamic force that drives a company and its actions. Culture is reflected in artifacts, patterns of acceptable behavior, and shared traditions, values, policies, attitudes, structures, and beliefs  more...

Customer-Focused Interaction ...positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such  more...

The Value of Peer Relationships ...Positive interpersonal professional relationships play a key role in determining individual and organizational success. Because of this, they are an important influence on strategic decision making. The bond between peers is the most basic relationship element in any organization, and it can stunt efforts for success or stimulate efforts that flourish. The unique character of each relationship  more...

Creating Maintaining a Positive Work Environment ...Positive Work Environment Leaders play a vital role in establishing and maintaining a positive work environment. This is key to any organization's long-term success, no matter how many employees you have. It's leaders who foster the work atmosphere; they're responsible for conducting things in a way that helps raise people's spirits. Leaders can also help counteract a negative  more...

Managing Workforce Generations Introduction to Cross-generational Employees ...t stereotypes are pervasive and divert attention from the positive roles that different generations bring to the workforce. Understanding people from different generations prepares managers for the challenges of generational diversity and is a crucial first step in creating a positive work environment. This course describes the common characteristics of the four main generations in the  more...

Basic Presentation Skills Planning a Presentation ...ver, have learned how to make those nerves work for them. Positive concern about the impact of a presentation can spur presenters to raise their game, enabling them to get the desired results. For example, a presentation can be immeasurably improved if you devote sufficient time and attention to three key steps - analyzing your audience, organizing your ideas, and selecting an appropriate  more...

American Work Culture Values ...r what to expect. And this, in turn, may help you develop positive approaches to the cultural differences you encounter. Adjusting to a new work environment and understanding the cultural and behavioral characteristics of your new colleagues are two key challenges for someone coming from abroad to work in the United States. This course describes the main values in American culture that  more...

Making a Positive Impression in an Internal Interview ...Positive Impression in an Internal Interview Interviewing for a new job can be stressful. You can easily get caught up in the anxiety of wondering what the interview questions will be, what answers you should give, and how to leave a positive impression. This can get even worse when the interview is for an opportunity in your current organization, as you try to answers questions about  more...

Managing Effective Business Meetings ...sk, all meetings follow a core process: from opening on a positive note, through accomplishing the agenda items, to closing the meeting and following up. This course will lead you through that process, presenting best practices that will help you realize success as you fulfill your responsibilities as a meeting leader. It will show you how to open the meeting with a positive tone and facilitate  more...

Managing Resources During Difficult Times Managing Resources During 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.  more...

Applying Emotional Intelligence in the Workplace Course description -- Having logical intelligence will give you a good start in succeeding in your job. But to be more effective you must also develop your emotional intelligence. Using the two together, you will get along much better with your colleagues and know how to get ahead at work. You will learn how to handle your emotions and gear them towards a positive outcome. This course will teach  more...

Applying Leadership Basics Course description -- Applying Leadership Basics provides the fundamental skills for leading a group: defining the task, establishing a vision, gaining commitment, and building relationships. It tells you how and when to use various leadership styles and gives smart techniques to help leaders direct the efforts of others. The Strategies and Tips in this module teach you how to foster innovation,  more...

Dealing With Violence In The Workplace Course description -- More often than we care to admit, society and the workplace are becoming more violent. This course has tools and methods to help the manager or supervisor recognize potentially violent situations before they need attention, and then to take positive action to avoid or eliminate the potential problem. There is a wide array of techniques to help leaders use communication,  more...

How To Master Staying Positive ...inconvenience, frustration, and even chaos. Maintaining a positive attitude and outlook has never been toughera or more important. The How to Master Staying Positive bundle is first aid for the stressed and stretched. Its courses provide guidance on managing stress, dealing with burnout and anger, time managementa and, to keep you focused on opportunity and growth, applying emotional  more...

Interviewing Skills for Job Candidates Course description -- Job Candidates will find that this course gives them the A-to-Z of interviewing for a new job. The Strategies and Tips provide specific recommendations for valuable preliminary work, and tools to prepare for the interviewera ™s questions. Key Points will help you promote your best image and create a positive impression. You will learn how to follow up with the  more...

Leading Effective Teams Course description -- This practical, hands-on approach to team leadership addresses the three essential elements of creating an effective team: focusing on results, providing structure, and building positive interactions and teamwork. You will be given tools to help you document the purpose of your team and account for all the tasks that need to be done. You will learn techniques to help you keep  more...

Managing Disagreement Course description -- Conflict comes in all formsa from a change in work processes to full-blown disagreement about the company's strategic planning. Fortunately, there are several techniques for managing disagreement, depending on which parties are involved and how important the issue is to each person. This course identifies the strategies for solving conflict and maintaining positive working  more...

Preventing Sexual Harassment for Leaders ...assment-free environment, and suggestions on how to set a positive example for others. It also includes an example of an effective policy statement. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can`t use Netscape or other browsers for this training. Leaders have a particular responsibility in preventing sexual harassment, and this course spells out just exactly what their role is.  more...

Recognizing and Managing Anger ...rful techniques that will help you use your anger to gain positive outcomes. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training. After learning to identify the different sources of anger, you will be given tools and methods to help you determine the emotional roots of your own anger and recognize how it manifests in your life. Tips  more...

Setting Performance Goals and Expectations ...es to help you get results through effective feedback and positive reinforcement. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training. Productive and motivated employees are those who clearly understand what is expected of them in terms of performance and behavior. This course has tools and methods for collaboratively establishing  more...

Valuing Diversity ...nd techniques to help a supervisor learn to recognize the positive contributions all employees make in achieving the goals of the organization. There are suggestions for modeling and promoting organizational values and methods to gain involvement from diverse populations. The course also provides guidance on developing important organizational processes that support diversity, methods for  more...

Brilliant Business Writing and Communication ...n they`re making on clients and coworkers is anything but positive. It`s time to change all that. Designed explicitly for people in the business world, this course guides students through the principles and practices of effective communication. Students learn about writing approaches, grammar, clarity, precision, style, and more, while also understanding the relationship between writing,  more...

Performance Review ...positive formal reviews and show you how to successfully link rewards, recognition and performance. It will help you build a team of skilled and capable people who are focused on success. This course can be completed as quickly as you care to. Student is given 90 day access. Performance Review This course will provide a framework for positive formal reviews and show you how to successfully  more...

Customer Relations ...ompeting for consumers, so assuring that customers have a positive experience is a key aspect of any company ™s performance. This course highlights how customer relations relates to the bottom line, gives an overview of some common pitfalls in customer relations, and addresses concrete techniques to use with customers.As a extra added bonus, when you enroll you will be given up to  more...

Communication and Leadership You've asked an employee TWICE to complete a project as soon as possible and still the work isn't completed. You've delegated a task to another employee only to have it done incorrectly. You've sent an e-mail asking for extra help on a project to which you've had several negative responses. What's going on? While these situations could be the result of many different influences, you can eliminate  more...

Managing Upward Relationships ...cus is on the skills and strategies that support building positive and productive upward relationships and optimizing individuals' and organizations' performances. This course also offers the managers a common-sense perspective on how to keep their bosses happy, productive, and successful for their own success and for fostering a good work environment. This requires managers to learn how to  more...

Analyzing Cash Flow Statements Have you ever had to make a really tough business decision? They can be hard to make, especially since a bad decision can ruin a company. Fortunately there is a way to make a more informed and better business decision; by analyzing your company's financial statements. They contain information that can help you improve your company's efficiency and overall effectiveness. Cash flow statement  more...

Team Conflict The Seeds of Dissent Teams are a fact of corporate life. Think about all the team buzzwords. There are cross-functional teams, self-directed teams, union teams, functional teams, total quality teams, and project teams--not to mention the concept of "The Dream Team." If there's anything that's predictable about these high-powered teams, it's the inevitability of conflict. Many teams fail to recognize that there's power  more...

Assessing Performance Continuously This course shows you how to make performance appraisal a continuous process. The first stage of continuous performance assessment is planning. Appraisal must be linked to performance goals that matter, and these goals need to encompass both the organization and the individual before a performance plan can be agreed on by appraiser and appraisee. Even with conventional roles and relationships  more...

Improving Your Image ...how to project, how to impress, how to lead. A confident, positive self image is no less crucial to putting your career on the fast track. This course, "Improving Your Image," will teach you how to develop such an image. First, you will be given tips for determining the corporate image you currently have and the one you want to project. Next, you'll learn the subtleties of body language and how  more...

Communication during Organizational Change Change can be shocking to you and your co-workers. By definition, it is a time of uncertainty and, therefore, turbulence, and it puts relationships under strain. How successfully you communicate is a vital measure of how well you deal with change. "Communication during Organizational Change" starts by recognizing that the first factor in successful communication is how you feel inside. The  more...

Appraising Performance Simulation ...positive experience? Did it give you a clear idea of which areas you performed well in and which areas required more attention? And what about afterward? Did your manager continue to provide you with feedback all throughout the year? Or are you still waiting until your next evaluation to see how you've performed? Contrary to the experience of many employees, performance appraisals require more  more...

Management of Cash Flows ...positive net worth run short of cash? Without sound cash management, it certainly can. Every organization, large and small, must manage the generation and expenditure of cash to ensure that bills can be paid on time. This course covers the principles of sound cash flow management, including cash management strategies, the best use of credit collection, and ways to reduce overhead. With a  more...

Administrative Professionals Representing Your Boss ...but of your boss. The ability to represent your boss in a positive and professional light is essential to both your own and your boss's success. This course covers the skills you need to be successful as an administrative professional, including communication skills, organizing and managing skills, problem-solving skills, and basic office skills. It also describes strategies for anticipating  more...

Communicating for Contacts ...ession and raising your profile with those who can have a positive impact on your future success with the company, but how exactly do you go about achieving this? Not surprisingly, appropriate communication plays a large part. In this course, you will learn how to improve your skills as an interesting and interested conversationalist and how to overcome the inherent shyness that many people  more...

Leading an Effective Business Meeting Since there are more than 11 million meetings held every day in the United States, there is a good chance that your life is full of meetings. There is a general agreement among business professionals that most meetings are not well run. They often waste your time, drain your energy, seem to have no purpose, and bear few positive results. Are you tired of attending meetings like this? Are you tired  more...

Coping with Criticism and Feedback We all need feedback so that we can learn and improve. What we often get is criticism, or feedback given to us in such a way that we feel defensive 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  more...

Delivering the Message ...you need to do this. First of all, you have to make a positive first impression on your audience members by how and where you stand, by your appearance, and how you look at them. Then, you must lead your audience through your message, referencing what is important through the language you use, and the physical techniques you employ. Finally, the course shows what is needed to make a  more...

Available Presentation Resources ...loss of control. This course shows you that questions are positive opportunities to be grasped eagerly: they are a way of deepening your communication with the audience. But there are techniques to handling questions successfully, and they need to be learned and practiced. Sometimes, a speaker needs to appear in front of a client or colleagues and present, but as part of team. Each member of  more...

Resistance and Technical Professional Consultants When you are a technical professional working as an internal consultant in an organization, you will inevitably encounter resistance. Whether resistance is expressed overtly or subtly, you increase your effectiveness as an internal consultant when you can identify it and deal with it appropriately. This course is designed to help technical professionals acting as internal consultants to recognize  more...

Working with Internal Customers Excellent customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and  more...

Cross-selling in a Customer Service Call ...mers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies.To cross-sell effectively, you need to prepare for the cross-selling call. This course covers identifying various types of customer  more...

Assessing Customer Behavior ...r-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 how to identify  more...

Professional Selling Over the Phone Preparation Strategies ...et up by you and your team during the tradeshow generated positive feedback and hundreds of potential clients. You brought back with you their business cards, which include telephone numbers and e-mail addresses. Before you begin calling the potential clients, you need to write a telesales script. You will join your team in a meeting and follow the steps for writing an effective telesales  more...

Professional Selling Over the Phone Prospecting ...ce mail. The program provides a process for maintaining a positive attitude and identifies the components of the soft sell. In addition, the program offers the student guidelines for building and maintaining relationships with prospects. Learn To Choose information you should leave on a prospect a a s voice mail. Select the  more...

Self Development Developing Rapport Through Communication ... Identify qualities that help you make a positive first impression. Identify guidelines for writing effectively. Encourage others to communicate with you. Identify methods of enhancing your credibility. Make your message memorable using repetition, humor, and support  more...

Career Development Professional Networking .... Follow guidelines for ensuring a positive influence on decision makers. Simulation Overview: In this simulation, you are a Marketing Coordinator at Icon's Power Systems division. It has been your lifelong aspiration to live and work in England, and you are now actively trying to take your career in that direction. You are  more...

Stress Management Fundamentals for Employees ... Identify the factors that determine whether stress is positive or negative. Identify the types of stress. Recognize the process for managing stress. Unit 2: Identifying Stress Sources Recognize sources of job-related stress. Identify guidelines for strengthening workplace relationships. Recognize sources of personal stress. Identify internal sources of stress.  more...

Financial Management Cash Analysis Management ...ash flow activities in a cash flow statement. Identify positive and negative cash flows by interpreting a cash flow statement. Audience: Non-financial professionals including managers, department heads, and others in the firm who wish to develop a better understanding of financial and accounting concepts and terminology. Deployment: Self-Study Accreditation:  more...

Budgeting Operating Manufacturing Budgets ... Identify a variance as favorable or unfavorable and positive or negative. Using variance information, evaluate and brainstorm solutions to a performance issue. Audience Managers who want to gain advanced competency in the areas of budgeting and capital investing. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits  more...

Interpersonal Communication Effective Communication ...communication. Distinguish between positive and negative organizational climates. Simulation Overview: In this simulation, you will meet with three of your managers to discuss problems the company's rapid growth is causing. There have been several problems regarding your division's ability to fill customer orders. Each manager  more...

Interpersonal Communication Telephone Skills ...ills 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. Learn To  more...

Emotional Intelligence Developing Emotional Intelligence Skills ...ing assertive, providing and accepting feedback, building positive work environments, and during sales. Learn To Identify the five abilities of Emotional Intelligence. Identify the benefits of Emotional Intelligence at work. Apply guidelines that will enable you to be assertive.  more...

Advanced Interpersonal Communication Building Relationships ... Avoid using jargon when building positive relationships. Provide positive verbal feedback in a business scenario. List the steps for providing positive feedback. Audience Employees, managers, and business professionals who want to learn the dynamics of interpersonal communication when building relationships.  more...

Advanced Interpersonal Communication Comm to Build a Positive Culture ...ced 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...

Business Writing The Fundamentals ...onsiderations such as, tone, paragraph structure, writing positive and negative messages effectively and proposal writing are key topics covered in this series. Learn To To identify guidelines for writing effectively. To identify guidelines for planning a document. To identify guidelines for using an  more...

Business Writing Writing Effective Proposals ...onsiderations such as, tone, paragraph structure, writing positive and negative messages effectively and proposal writing are key topics covered in this series. Learn To To match types of proposals with their features To identify criteria used for evaluating a proposal. To identify guidelines for identifying  more...

Cross Cultural Business Comm Devel Cross Cultural Comm Skills ...ng a speaker's message. Follow the steps for providing positive feedback when communicating cross-culturally. Identify the steps for overcoming conflict when actions and expectations do not match. Identify the difference between a translator and an interpreter. Follow the rules for communicating through an interpreter. Audience Managers, supervisors, employees, or anyone who  more...

Business Etiquette Office Protocol ... details how to create a professional appearance, develop positive relationships with co-workers, and practice cubicle and office etiquette. In addition, the program teaches learners the appropriate use of the Internet at work, as well as how to handle ethical dilemmas and personal issues. Learn To Identify the guidelines for developing a professional appearance. Identify the  more...

Excellence in Service Fundamentals for Employees ...y relate to customers, fulfill their needs, and develop a positive customer service attitude. You will understand the importance of going beyond just satisfying customers. You will also differentiate between internal and external customer needs and understand the relationship between supporting your internal team and how it positively enables you to exceed your external customer's expectations.  more...

Excellence in Service Solving Customer Problems In Excellence in Service: Solving Customer Problems you will learn how to quickly identify the style of the customer so you can speak their language. You will learn customer-friendly language that keeps the customer from becoming upset. You will also learn how to effectively solve customers? problems and benefit from their complaints. Learn To: Identify ways to effectively communicate  more...

Excellence in Service Working With Upset Customers ...tions and reduce your stress level. Identify how to use positive non-verbal and verbal communication when offering customer service and how to avoid common negative filters. Identify how to serve upset customers by learning how to calm them, how to follow the Five A process, and how to address abusive customers. Audience: This course is for employees and managers who want to learn the  more...

Excellence in Service Communicating With Customers Virtually ...etiquette. Identify verbal techniques used to project a positive telephone image. Identify non-verbal techniques used to project a positive telephone image. Unit 2: Managing the Telephone (0.5 hours) Sequence the steps for providing quality customer service over the telephone. Identify guidelines for placing a customer on hold. Identify guidelines for transferring a customer's  more...

Call Center Inbound Customer Service ...e of your company. Maintain a positive attitude when providing service. Open and close a customer service telephone call properly. Solve a customer's problem. Handle a situation with an angry caller. Audience This course is for employees who provide customer service in a credit  more...

Call Center Mgt Measuring Quality Performance ... Identify guidelines for presenting a positive company image to your customers. Apply methods for managing call volume. Calculate a rostered staff factor. Gain employee approval for a new scheduling decision. Identify reports that call center managers should use.  more...

Recruiting Retention Staffing Your Organization ... a SWOT analysis. Identify the six positive outcomes of human resource planning. Analyze workplace strengths, weaknesses, opportunities, and threats. Identify the five steps in human resource planning. Identify two techniques of determining future human resource capabilities. Use  more...

Decision Making Problem Solving Problem Solving Fundamentals ...lly use your problem solving skills in order to produce a positive outcome. Learn To Identify different ways problems can be handled. Evaluate the problem solving options generated. Understand the advantages of team problem solving. Recognize when a solution is  more...

Leadership Development Goal Setting ... gain support for goals. Reinforce positive behavior. Simulation Overview: In this simulation, you are meeting with the Branch and Operations Managers of the new West Coast branch opening in San Francisco. You will be discussing equipment and training problems the managers have encountered while preparing for the opening.  more...

Delegation Understanding Delegation ...asons why it is so important, the course then teaches the positive results of delegation as well as how to identify potential delegates and some strategies for managing them effectively. The course encourages learners to examine their existing supervisory and delegation skills before teaching delegation styles and the characteristics of good delegators. The course ends with useful teaching  more...

Delegation Monitoring Evaluating Results ... 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 unit, you are the Brand Manager in Icon's Marketing department. You have decided to  more...

Employee Performance Providing Feedback .... Follow the process for providing positive feedback. Follow the process for providing constructive feedback. Monitor an individual's performance. Document the feedback you provide. Simulation Overview: In this simulation, you will be meeting with several of  more...

Essentials of Management Succeeding as a New Manager ...nto their role as a new manager. They learn how to make a positive first impression and what actions will enable them to gain respect as a new manager. In addition, students learn how to maintain control and enhance employee productivity. Learn To Understand the importance of your attitude when managing others. Conduct a successful  more...

Essentials of Management Creating a Positive Workplace ...Positive Workplace, students learn techniques for encouraging positive behavior on the job, as well as the best methods for addressing negative attitudes. In addition, students learn how to apply guidelines for creating a fun atmosphere throughout their office, department, or division. Learn To Understand why positive employees help an organization succeed.  more...

Conducting Meetings Effective Meeting Communication ...ive Meeting Communication enables participants to build a positive climate during a meeting and follow best practices of verbal and nonverbal communication to conduct a successful meeting. Learn To Distinguish between different meeting climates and employ techniques for fostering a positive meeting climate. Use clear, appropriate  more...

Change Management Adapting to Change ...tion phase of transition. List the positive and negative symptoms experienced during the exploration phase. Identify people's needs during the exploration phase. Apply strategies to help manage the exploration phase. Use steps to help manage the uncertainty of the exploration phase.  more...

Managing Performance Establishing a Peformance Plan ...formance plan. In addition, you will learn how to provide positive and constructive feedback, as well as how to coach your employees throughout the appraisal period. Learn To Conduct a performance planning meeting using the nine-step process. Develop effective performance goals. Given a four-step process,  more...

Managing Performance Overcoming Performance Appraisal Challenges ...discussion. Approach conflict in a positive manner using two principles. Avoid confrontational communication in an appraisal discussion. Given a five-step process, resolve conflict in an appraisal discussion. Simulation Overview: In this simulation, you will meet with Greg Kenton,  more...

Coaching Applying the Coaching Process ...e most appropriate way. Offer positive and constructive feedback effectively while coaching. Audience Managers and supervisors who want to learn how to apply the coaching process in order to successfully coach their employees. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs  more...

Managing Generations in the Workplace Generations Working Together .... It teaches how intergenerational confrontation can be a positive interaction, how to effectively coach and manage intergenerational teams so as to maximize their performance, and how to motivate employees and promote winning behaviors. Learn To Sequence the steps in the coaching process. Identify guidelines for managing differences  more...

Managing Change Managing Yourself Through Change ...e exploration phase. Identify the positive symptoms experienced during the exploration phase. Apply the four strategies for managing the exploration phase. Simulation Overview: You will meet with a District Manager and two Account Executives to discuss the recent merger of two product lines. Your goal during this meeting  more...

Team Management High Performance Teams ...lict is unhealthy. Make conflict a positive experience. Resolve conflict between yourself and other team members. Perform team conflict resolution. Simulation Overview: In this simulation, you will help resolve conflicts that develop within your team as it discusses the development  more...

Team Leadership Conducting Productive Team Meetings ...ty during team meetings. Encourage positive participation during team meetings. Select examples of tools used in problem solving. Identify pitfalls of decision making. Facilitate effective decision making. Simulation Overview: In this simulation, you will be  more...

Team Participation Team Communication ...s of verbal communication. Use positive nonverbal communication. Listen actively and respond appropriately to team members' comments and questions. Effectively handle team members' responses to their ideas. Audience Managers and employees who want to improve their team communication skills. Deployment  more...

Team Participation Decision Making in Teams ...e challenges of doing so, and develop the ability to make positive contributions to team decisions. Learn To Apply best practices for making team decisions. Understand and avoid 'groupthink,' in which team members become complacent about thinking independently. Act appropriately to influence biased team  more...

Project Teams Building a Project Team ...ur team. Identify ways to create a positive emotional culture. Simulation Overview: In this simulation, you will be leading a troubleshooting project team made up of Nancy Hurst, Nathan Iverson, and Monica Washington. The X42, an experimental microchip Icon recently developed for its robotics division, was prematurely approved  more...

Administrative Assistant Skills Excelling as an Admin Assistant ...e Assistant, you will learn how to make office politics a positive tool, build strong business relationships, and manage temporary staff effectively. You will also learn how to create a stress management plan and develop a positive attitude. In addition, you will learn how to work effectively with your supervisor, work well with multiple supervisors, and manage the office when your supervisor  more...

Advanced Interpersonal Communication Series The Advanced Interpersonal Communication Series includes the following courses: Advanced Interpersonal Communication: Building Relationships Advanced Interpersonal Communication: Communicating with Co-Workers Advanced Interpersonal Communication: Communicating to Build a Positive Culture To review individual course descriptions, please return to the previous page and select the desired  more...

Essentials of Management Series The Essentials of Management Series includes the following courses: Essentials of Management: Negotiating Skills Essentials of Management: Succeeding as a New Manager Essentials of Management: Creating a Positive Workplace Essentials of Management: Maintaining a Productive Workforce To review individual course descriptions, please return to the previous page and select the desired  more...

Achieving Success Without Authority Personal Accountability ...estions. Differentiate between positive and negative coaching behaviors. Differentiate between accountability and responsibility. Differentiate between direct and indirect accountability. Differentiate between influence and manipulation. Audience This series is aimed at all employees  more...

Achieving Success Without Authority Focusing on Results ... Identify guidelines to create a positive mental attitude. Identify steps to achieve a desired outcome when dealing with people. Identify reasons for aligning goals with values. Differentiate between high and low self-esteem. Identify a strategy to beat  more...

Telephone Skills Professionalism Through Basic Skills ...sic telephone skills. You will also learn how to convey a positive, professional image and use technology to increase your efficiency. In addition, you will learn how to organize and supply your workspace to maximize focus. Learn To Portray a positive image. Optimize efficiency through technology. Arrange the physical workspace. Identify and use resources. Audience All  more...

Managerial Leadership Leading Through Change Managerial Leadership: Leading Through Change discusses the three phases of planned change and the importance of planning changes before implementing them. This program highlights the types of information employees need in order to understand the need for and accept organizational changes, as well as guidelines for motivating employees through a change process and a process for solving problems  more...

Frontline Leadership Positively Influencing Workplace Culture ...Positively Influencing Workplace Culture covers the factors that determine workplace culture and outlines a process for leading employees through culture changes. This program also covers two styles of frontline leadership and offers tips for fostering a positive work environment, addressing negativity, and inspiring employee innovation. Learn To Identify steps  more...

Moving from Technical Professional to Mgr Series Managing Personnel ...eamwork. Identify potential team problems. Identify positive and negative consequences of team conflict. Identify strategies for conflict resolution. Simulation Overview: You've been asked to manage a new project within Icon International that has to oversee the introduction of new software. Recently, a similar project team was dissolved because it wasn't performing very well. This  more...

Six Sigma--Measurement System Re-analysis ...t or exercise program, only to backslide and lose all the positive changes you made? It's easy to lose sight of the ultimate goal--improved health and fitness--after reaching your goal weight and fitness level. Maintaining positive changes takes just as much effort and vigilance as making the changes initially. Likewise for businesses--the benefits of Six Sigma performance aren't achieved  more...

Emotions Mindsets and Coaching What makes coachees receptive to your advice? What makes them willing to listen? Much of your success depends on the mindset, moods, and emotions of the people you coach. If they are feeling negative about the coaching experience or overcome with anxiety about poor workplace performance, they are unlikely to be receptive--no matter how valuable your insight may be. Getting in tune with your  more...

Trends in Coaching ...ered, how coaching can be used to help coachees deal with positive and negative change, and ways of coaching innovators and mavericks. What factors are important when coaching teams? It's true that many of the techniques that you use for individual coaching will be the same. But when coaching teams, you'll need to run an initial meeting, set boundaries, and deal with team tension. In order for  more...

Positive Workplace Environment The Positive Workplace title is a series of ready to deliver courses covering the creation and maintenance of a positive workplace environment.  more...

Tracheostomy Care for the Sub-Acute Care Setting ...s trend and reimbursement will depend on quality care and positive outcomes. This course is for practitioners and facilities who want to be proactive in being able to meet the demand and support this fragile population. Tracheostomy and ventilators can make even the most seasoned healthcare practitioners uneasy. For many RNa ™s, LPN/ LVNa ™s, and CNAa ™s working in skilled  more...

Retail Basics Sales and Service This course concentrates on associate basic sales and service skills that are needed in order to create a positive shopping experience and increase sales opportunities. To ensure effectiveness, the Sales and Service Skill Standards, developed by the National Retail Federation (NRF), have been integrated through the course. Includes examples from the following retail sectors: Hospitality,  more...

Greeting Customers Store associates will learn when and how to greet customers in order to create a positive shopping experience and increase sales opportunities. Includes examples from the following retail sectors: Grocery, Clothing, Gift Shop, Hardware, Music, Car Dealership, Florist, Department Store  more...