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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 Service Representative (CSR) 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 CSR 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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Strategies for Communicating with Tact and Diplomacy
by Skillsoft
Communicating with diplomacy and tact requires strategy, awareness, and skills. Its aim is to establish trust and rapport in relationships while delivering messages effectively. However, it's often pushed aside by good intentions cloaked by gut reaction and misinterpretation. This course provides techniques you can use to navigate through conversations in a way that shows sensitivity and respect for others. As well as exploring what you should say, the course shows you how you can use proper timing and delivery when conveying your message. This will enable you to deliver messages tactfully and diplomatically, without sacrificing your reputation or professional relationships.Audience: Individuals who want to improve their ability to communicate in a more diplomatic and tactful mannerObjectives: Strategies for Communicating with Tact and Diplomacy recognize the benefits of being able to communicate with diplomacy and tact assess whether an individual has communicated with tact in a given scenario identify skills that will enable you to communicate with tact recognize examples of guidelines for communicating with diplomacy communicate with diplomacy and tact in a given scenario Duration: 1 ...
$75.00
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Standard Business Etiquette
by Skillsoft - Business
The rules of proper business etiquette are changing. In many corporations middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial particularly if youre looking to advance your career. How do you maintain your private "space" when you sit in one of a dozen cubicles? How should you address your peers and superiors and whats the proper attire for todays corporate culture? In this course youll learn how to conduct yourself in the standard business environment with poise and confidence. ...
$75.00
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Communication Business Etiquette
by Skillsoft - Business
"Hows it going?" Is this an appropriate greeting in todays corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so how soon should you do it? Is e-mail the method of choice for communicating all your ideas or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person over the phone electronically and with customers--has a direct effect on how people treat you on whether you sell your idea or product and on how quickly you advance in your career. In this course youll learn the subtleties of communication etiquette in the world of business. ...
$75.00
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Personal Productivity: Self-organization and Overcoming Procrastination
by Skillsoft
How is organization related to procrastination? In fact, the two often go hand in hand. A lack of organization, coupled with a tendency to procrastinate, can be a vicious cycle. Becoming disciplined, setting priorities, and eradicating time-wasting activities can reduce the desire to put things off. The key to becoming your most productive self is to embrace organization and to overcome procrastination. This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization. The course presents ways to develop the discipline required to get things done, guidance on setting priorities, as well as approaches to overcommitment.Audience: Individuals wishing to improve their productivity in the workplace.Objectives: Personal Productivity: Self-organization and Overcoming Procrastination recognize the causes of workplace procrastination recognize the benefits of overcoming procrastination recognize ways to develop discipline in a given scenario address time-wasting activities in a given scenario recognize how to set priorities and keep focused say "no" and avoid overcommitment in a given scenario Duration: 1 ...
$75.00
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The Fundamentals of Effective Thinking
by Skillsoft - Business
Albert Einstein once remarked that "the significant problems we face cannot be solved at the same level of thinking we were at when we created them." It necessarily follows that you must raise your own level of thinking in order to solve pressing business problems and make effective decisions. In this course youll explore how to think about the most critical business skill of all--thinking itself. Youll first learn about the counterproductive thinking patterns and tendencies most people naturally fall prey to. Youll then discover how these largely intuitive tendencies manifest themselves in problem-solving mind-sets and decision-making styles. Finally youll take the necessary steps to neutralize ineffective thinking habits and instead practice dynamic and results-oriented thinking strategies. The result? Youll become a better thinker someone who can apply these new-found techniques to achieve organizational goals within the current climate of great institutional change. ...
$75.00
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Workplace Communication Skills
by Skillsoft - Business
Poor communication is often blamed for discord errors and misunderstandings in the workplace. In fact and more correctly poor communication of intent causes these problems. They occur when people are unwilling to say exactly what they mean or what they want. They also occur when there is a reluctance or an inability to get clarification of another persons intent. These situations can be avoided by using certain communication techniques to establish intent both other peoples intent and your own. This course covers the three prime strategies that will enable you to do this. ...
$75.00
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Working with Difficult People: Identifying Difficult People
by Skillsoft
Inevitably, we all encounter difficult people in the workplace. Dealing with difficult people can lead to feelings of frustration or even intimidation. If you know the right techniques, though, dealing with even the most difficult person is possible. In order to deal with difficult people, first you need to know what kind of difficult person you're dealing with so you can use the right technique for the right 'difficult' type. This course will provide you with methods to help you recognize the characteristics of some of the most common types of difficult people, better understand their motivations, and begin to deal with them more effectively.Audience: Individuals who want to develop or refresh their communications skills when working with difficult peopleObjectives: Working with Difficult People: Identifying Difficult People identify examples of people displaying difficult behavior recognize the benefit of being able to identify the types of difficult people in the workplace match examples of difficult behavior in the workplace to types of motivation identify which steps to deal with a difficult person have been performed correctly when given a scenario Duration: 1 ...
$75.00
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Effective Relationships with Customers
by Skillsoft - Business
Its time to disregard that old deferential model of short-term customer relations youre using. Why not replace it with a selection of long-term relational skills that work for you in the marketplace? Take control by picking the best customers and developing equal trusting partnerships with them. When you limit your investment in your customer relationships you also limit your growth potential. Developing strong respectful relationships with your customers is a win-win situation. This course introduces the ingredients for creating and maintaining more effective and productive relationships with your customers and explains why these elements can generate better outcomes than earlier customer paradigms. The most effective relationships are mutually supportive and mutually beneficial. And they last beyond next quarters returns. Investing in the relationship and creating value for your customers rewards your business as well. ...
$75.00
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Effective Intergender Relationships
by Skillsoft - Business
Guess what. Men and women are different. Socially the differences offer an attractive mystique. But in professional situations and in the workplace the significant differences in male and female communication styles can cause problems. There is no denying that women and men vary significantly in their verbal inflections and tone their body language and how they listen to others. They pick up on different cues in conversations and often the meaning they interpret is not the message the speaker intends. Its almost as if the two genders speak different dialects. And in fact thats nearly the case. Communication confusion and breakdown between men and women at work can lead to inefficiency and expensive business errors. This course explains the differences in the language and communication behavior of men and women so each can more easily understand what the other is really saying. The course also provides tips on how to modify your own communication behavior to be more clearly understood by the opposite gender. ...
$75.00
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