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Coaching Performance
by Skillsoft - Business
Barry is new at quality control. He completed three weeks of training but he has already made two major errors that cost the firm $3000. Hes obviously upset and discouraged over his shaky start. If you were Barrys supervisor what would you do? Situations like this one can cause managers to fret and fuss and begin talking about disciplinary action. However leaders take a different approach. A leader would take the time to coach Barry and find out whats really going on--perhaps determining that three weeks of training wasnt quite enough. Or perhaps discovering that Barrys mother died recently and hes struggling to concentrate. Or offering to find a mentor for Barry until the situation eases. Taking the time to evaluate a situation and making an action plan is part of the process of coaching for performance that youll explore in this course. Youll learn when its appropriate to mentor train counsel or discipline an employee and youll be given guidelines and tips on how to perform each of these tasks in the most effective manner possible. ...
$75.00
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Analyzing Project Risk
by Skillsoft - Business
Many people enjoy risk as evidenced by the popularity of extreme sports. However in business risk is less welcome or enjoyable. The science of project management was founded in large part to manage risk and prevent it from negatively affecting project objectives schedules and budgets. To help in this effort "A Guide to the Project Management Body of Knowledge" (PMBOK® Guide) - Third Edition includes risk management as one of its nine knowledge areas and offers guidance on managing identifying analyzing responding to and monitoring and controlling risk. In this course you will learn qualitative and quantitative risk analysis techniques that will enable you to identify the probability of various levels of risk and to assess the impact of both negative and positive risks on objectives budget and schedule. ...
FREE
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The Dynamics of Interacting
by Skillsoft - Business
"The ability to make people believe in you and trust you is one of the few absolutely fundamental qualities of success." To make such a statement John J. McGuirk was probably inspired by a direct experience that he had in dealing with other people. Based on your own experience would you agree that interacting with others is connected to success? Think of a time when you got the results that you wanted. Can you also recall the quality of your interaction in that particular situation? How might your results be connected to success? ...
$75.00
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What to Do When the Going Gets Tough
by Skillsoft - Business
"It is common sense to take a method and try it; if it fails admit it frankly and try another. But above all try something." Franklin D. Roosevelt spoke these words of wisdom. Negotiating can be challenging especially when the stakes are high. Its possible to be suddenly stopped in your tracks when an event or circumstance sends the whole deal reeling. Have you ever been involved in a tough negotiation? How did you handle it? Moving past the glitches in negotiation requires savvy and an ability to stay focused on your ultimate goal no matter what it takes to get there. ...
$75.00
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Call Center Customer Service
by Skillsoft - Business
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. This course for potential or new call center agents is designed to introduce the learner to the necessary information and tools required to professionally handle customer service calls in a call center environment. Becoming a great customer service representative requires having finely tuned communication skills. Therefore it is suggested that the you take the course "Call Center Communication Skills" prior to taking the Call Center Customer Service course. ...
$75.00
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Call Center Communication Skills
by Skillsoft - Business
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities questioning skills and telephone skills. These skills are essential to help you to communicate effectively and professionally with your call center customers. ...
$75.00
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Responding to and Controlling Project Risk
by Skillsoft - Business
Life is fraught with uncertainties. Knowledge of situations or conditions that may or may not occur is imperfect and incomplete and this uncertainty affects decisions and outcomes. Whenever decisions must be made without perfect knowledge--which is nearly all the time--there is risk. Contrary to popular opinion however risk is not always negative; uncertainty results in positive risk (also known as opportunity) as well. It is the project managers job to assess and control risk to avert or minimize its adverse effects and to capitalize on its positive effects over the life of a project. In this course the project manager will learn about the last two processes in the Project Risk Management knowledge area as described in "A Guide to the Project Management Body of Knowledge" (PMBOK® Guide) - Third Edition. The learner will learn how to plan effectively for responding to risk and how to monitor and control risk over the life of the project. ...
FREE
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Performance Reporting and Stakeholder Management
by Skillsoft - Business
Any project requires good communication to manage day-to-day activities and ensure success of the project--project managers need to understand what a communications model is and how it helps promote success and resolve differences. They need to plan out a strategy to ensure that needed information is gathered and produced efficiently. Finally the project manager is responsible for distributing information to all stakeholders--internal and external--concerning all project management knowledge areas. In this course learners will be given an overview of performance reporting and managing stakeholders. Theyll be introduced to best practices outlined in "A Guide to the Project Management Body of Knowledge" (PMBOK® Guide) - Third Edition published by the Project Management Institute (PMI®) Inc. Specifically learners will be introduced to the performance reporting process and will learn to select examples of measures to describe the project teams progress select examples of forecasting in performance reporting and match information that should be provided in performance reporting with examples. Theyll identify how the inputs to performance reporting are used select examples of tools and techniques for performance gather and compile information in a given scenario and match outputs of performance reporting to examples. Finally they will identify how the inputs to managing stakeholders are used select examples of tools and techniques for managing stakeholders use an appropriate communications method to communicate and resolve issues with stakeholders in a given scenario and match outputs of managing stakeholders with examples. This course provides a foundational knowledge base reflecting the most up-to-date project management information so learners can effectively put principles to work at their own organizations. This course will assist in preparing the learner for the PMBOK® certification exam. This course is aligned with "A Guide to the Project Management Body of Knowledge" (PMBOK® Guide) - Third Edition published by the Project Management Institute (PMI®) Inc. 2004. Copyright and all rights reserved. Material from this publication has been reproduced with the permission of PMI. ...
FREE
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Effective Communication Skills
by Skillsoft - Business
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customers problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners interested in the CSS Certification which is targeted to individuals wishing to qualify to work in a customer support center or help desk environment. ...
$75.00
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Project Scheduling
by Skillsoft - Business
Typically when people hear the words project management they think of schedules. Even though project management is much more than just scheduling one aspect of it--project time management--is about planning when project activities will occur. This course introduces the basic principles of creating and maintaining a project schedule. It will cover the project inputs tools and techniques and outputs of the following project time management processes: Activity Duration Estimating Schedule Development and Schedule Control. Through interactive learning strategies and real-life scenarios the learner will explore these concepts and gain a better understanding of the project time management processes in action. This course is aligned with A Guide to the Project Management Body of Knowledge (PMBOK® Guide) - Third Edition published by the Project Management Institute (PMI®) Inc. 2004. Copyright and all rights reserved. Material from this publication has been reproduced with the permission of PMI®. ...
FREE
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