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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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Getting Started with Word 2010
by Skillsoft
Word 2010 is the newest version of Microsoft's dynamic word processing tool and it offers features that allow you to create attractive and engaging documents. The Ribbon menu, which is unique to Microsoft Office, organizes Word’s many features into related tabs and makes it easier to quickly access those you need. The new Backstage view provides a single streamlined 'stage' for all file-level tools, such as those used for saving, printing, and sharing your files. This course explores these topics and many other basics of using Word 2010, including opening the application, creating new documents, and an introduction to the many tools that will help you create and edit your documents.Audience: Individuals and business users with basic computer literacyObjectives: Getting Started with Word 2010 recognize tasks you can perform in Word 2010 open a Word 2010 document create a new document in Word 2010 distinguish between the various ways of entering, selecting, and deleting text in Word 2010 distinguish between the primary functions of key Word 2010 user interface components use basic features of Word 2010 Duration: 1 ...
$75.00
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Principles of Accounting and Finance for Non-financial Professionals
by Skillsoft
Finance and accounting are at the heart of every business. These functions deal with recording, summarizing, and analyzing financial information across all departments for decision making, directing, and controlling their resources and activities. Every activity or non-activity in an organization has financial implications and financial acumen is expected at every organizational level. Professionals and functional managers in every department and functional area should have a certain amount of comfort and familiarity with the basic accounting and financial concepts, processes and practices so that they can use it to better manage and control their activities and make decisions that support organization's larger goals. This course aims at familiarizing non-financial professionals with basic accounting and financial concepts. You are introduced to key finance and accounting terms and concepts such as the accounting equation, accrual-based accounting, financial risks and returns, and basic accounting principles. This course also takes you through the steps in the accounting process and helps you recognize how business transactions affect various financial statements and the bottom-line of your business.Audience: Non-financial professionals who wish to gain understanding or refresh their knowledge of finance and accountingObjectives: Principles of Accounting and Finance for Non-financial Professionals recall the basic accounting equation identify the key differences between cash- and accrual-based accounting match phases of the accounting process with actions that are performed at each phase match each basic accounting principle to its description recognize how a business transaction affects a financial statement in given examples identify four types of financial risks Duration: 1 ...
$75.00
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Getting Started with Excel 2010
by Skillsoft
Excel 2010 is the newest version of Microsoft's comprehensive spreadsheet tool that offers features that support a wide range of functions. The Ribbon menu is unique to Microsoft Office and stacks the many features of Excel into related tabs, making it easy to quickly access the ones you need. Backstage view is a streamlined gathering of all file-level tools, such as those used for saving, printing, and sharing your files. This course explores these topics and many other basics of Excel 2010, including opening the application, creating new spreadsheets, entering data and, AutoFill features. It also provides an introduction to the many tools that will help you create and use your spreadsheets productively.Audience: Individuals and business users with basic computer literacyObjectives: Getting Started with Excel 2010 start Excel 2010 and open an existing workbook identify the features of spreadsheets recognize the functions of key Excel 2010 interface elements create a new workbook enter data in a given scenario open a workbook based on an existing template open an Excel workbook enter data into an Excel workbook Duration: 1 ...
$75.00
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Leadership Essentials: Building Your Influence as a Leader
by Skillsoft
Why is it so hard to get people to agree to a good idea? Why are some leaders constantly faced with challenges and objections? Reaching agreement as a leader does not mean you should manipulate or force people to accept your ideas and accomplish your objectives; there are ethical ways for leaders to successfully build influence. Leaders attempting to influence and persuade others are faced with the challenges of navigating through organizational politics. An effective leader 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 negative politics when persuading others. You'll also have an opportunity to practice methods for influencing effectively and ethically.Audience: Supervisors, managers, directors, and individuals wanting to develop their leadership skillsObjectives: Leadership Essentials: Building Your Influence as a Leader recognize and classify examples of techniques for influencing people recognize actions that use politics to influence others in a positive way use influence techniques to persuade others while avoiding the negative use of politics, in a given scenario Duration: 1 ...
$75.00
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Talent Management: Basics
by Skillsoft
Would you be able to define talent management if someone asked you what it was? And would you be able to explain why it should be a top priority for organizations? Talent management focuses on recruiting, hiring, developing, and retaining the right talent to drive an organization's performance. This course helps clarify talent management's key role in helping an organization perform at its peak. It introduces and defines talent management, describing key concepts related to it. It also points to why effectively managing talent is so important. In addition, this course identifies the key activities associated with talent management and describes the roles played by managers in implementing a talent management strategy.Audience: Individuals who want to develop their talent management skillsObjectives: Talent Management: Basics recognize why talent management is important identify key concepts related to talent management identify key activities for each component of talent management recognize the role of managers in implementing a talent management strategy Duration: 1 ...
$75.00
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Cash Flow Management Essentials for Non-financial Professionals
by Skillsoft
Cash flow management involves monitoring, analyzing, and adjusting your business's cash flows to maintain a steady flow of cash available for your activities when needed. Sustaining working capital while managing the flow of cash is often a challenge with many businesses. Sale of goods and services results in cash coming in, while paying bills, taxes, dividends, and the repayment of loans result in cash going out. This course provides some insights into managing cash flow in your area of operation. You are guided through the classification of cash flow into operating, investing, and financing activities. You are then introduced to the idea of the Total Business Float with help of a case-based example and how to recognize the implications of working capital on cash flow. Finally, some strategies for sound cash flow management are also presented.Audience: Non-financial professionals who wish to gain understanding or refresh their knowledge of finance and accountingObjectives: Cash Flow Management Essentials for Non-financial Professionals classify examples of cash flow as operating, investing, or financing activities calculate the potential cash gain when reducing the Total Business Float, given the annual sales volume, in a case-based example recognize the effect an increase or decrease in working capital has on cash flow determine which cash management techniques will help achieve the cash management strategy for a given scenario Duration: 1 ...
$75.00
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Financial Statements for Non-financial Professionals
by Skillsoft
Financial statements, including the Income Statement, the Cash Flow Statement, and the Balance Sheet, work as a dashboard of the financial performance of an organization. Knowing how these financial statements are created, and how they reflect the performance of the organization, helps non-financial professionals better understand how their own functional areas can affect the company's bottom line. These financial reports are also used by professionals in all areas for evaluating proposals, suppliers, competitors, markets, and the general condition of the industry they operate in. This course aims to familiarize you with these three financial statements and how they reflect an organization's overall activities and performance. This course takes you through the various sections of these statements and explains how each is calculated. Finally, the course demonstrates how common business transactions affect an organization's financial condition with the help of an example.Audience: Non-financial professionals who wish to become familiar with or refresh their knowledge of the financial statements and their elementsObjectives: Financial Statements for Non-financial Professionals calculate the gross profit, income from operations, and net income from given Income Statement data calculate the value of different types of cash flows in a Cash Flow Statement determine the value of Assets, Liabilities, and Shareholders' Equities in a Balance Sheet recognize how common business transactions affect an organization's financial statements in an example Duration: 1 ...
$75.00
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The Essentials of Budgeting for Non–financial Professionals
by Skillsoft
Professionals and functional managers in every department deal with budgets one way or another for providing targets and direction in their day-to-day decision making and control activities. The budget is a formal expression of the plans, goals, and objectives of an organization and familiarity with the essentials of the budget is expected at every level within that organization. This course aims to provide a basic understanding of budgets and their importance in allocating resources and guiding the activities in an organization. It helps you identify the characteristics of an effective budget and the key phases of the budgetary planning process. The course then provides a few examples of different types of budgets and the approaches to budgeting. Finally, the course takes you through variance analysis and how to use a variance report as part of the budgetary control process.Audience: Non-financial professionals who wish to gain understanding or refresh their knowledge of finance and accountingObjectives: The Essentials of Budgeting for Non–financial Professionals identify the characteristics of an effective budget sequence the key phases of the budgetary planning process match budget elements with the type of budget in which they should be recorded identify key characteristics, advantages, and limitations of two different approaches to budgeting recognize variances that are worth investigating Duration: 1 ...
$75.00
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Setting and Managing Priorities within the Organization: Mission and Goals
by Skillsoft
Getting your priorities straight, no matter where you are in your organization, is about keeping a focus on your goals. It requires you to think about the bigger picture to ensure your department's work supports the strategic objectives of your organization as effectively as possible. This course helps you establish priorities for your group by ensuring that its goals are properly aligned with the company-wide goals and mission. It begins by clarifying the distinction between strategic, tactical, and operational goals. It then shows you how to create effective goals. Next it takes you through a step-by-step process for ensuring that the departmental goals you create are suitably aligned with the strategic objectives of the organization. This includes helping you identify imperatives for action that keep you focused and on track to meet your objectives and ensure your team is working effectively through properly identified priorities.Audience: Team leads, supervisors, managers, directors, and strategic planners who manage organizational priorities to drive organizational successObjectives: Setting and Managing Priorities within the Organization: Mission and Goals distinguish different kinds of business goals recognize the benefits of setting goals recognize how to set effective goals for organizational units align unit goals with company-wide goals and mission derive imperatives from unit goals 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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Word 2010, Excel 2010, and the New Office 2010 Interface
by Skillsoft
Within the two Microsoft Office Suite releases available since Office 2003, Microsoft has implemented a number of functionality and interface changes and introduced several new features. The overall Office interface has been changed substantially with the introduction of the Ribbon in Microsoft Office 2007, and collaboration and anywhere access to Office files is a major theme in the Microsoft Office 2010 release. This course examines the new features and enhancements of Microsoft Office 2010, focusing on the perspective of Microsoft Office 2003 users who are migrating to Microsoft Office 2010. It outlines the significant interface changes that apply to all Office applications, including the Ribbon and the Office Backstage view, and it covers significant new features and enhancements in Word and Excel 2010. These features include Live Preview Paste, Open file format, and the Protected view available for Office 2010 documents, and features such as enhanced graphics support, Quick Styles and document comparison tools in Word, Sparklines, Slicers, and Pivot Table enhancements in Excel. The course also introduces the new web versions of Word and Excel - Word Web App and Excel Web App.Audience: Individual and corporate end-users with a working knowledge of Office 2003's standard functionality and general computing skillsObjectives: Word 2010, Excel 2010, and the New Office 2010 Interface use the key new interface features and enhancements in Office 2010 use the new features of Word 2010 to perform common tasks recognize key features of the new Word 2010 interface use new features in Excel 2010 to enhance your spreadsheets identify key new and enhanced features in Excel 2010 use the Office 2010 interface to edit a document give your document a consistent, professional look and feel using Word 2010 use Excel 2010 to add visual representations of data to a worksheet 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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Goals and Setting Goals
by Skillsoft - Business
Most achievements great or small begin with an important first step: setting a goal. A clearly defined attainable goal embodies a vision of what is possible. Its a guide star for those who navigate a course through obstacles to a desired accomplishment. However the process of setting appropriate goals is often oversimplified or overlooked entirely. A well-constructed goal is challenging yet achievable. It takes into account the abilities and resources available and requires the goal seeker to make the best use of both. In this course youll examine the types of goals you can use to advance your career and personal life learn to construct goals that are both challenging and achievable discover how to embed the seeds of success within your goals and explore ways to align your goals with your own priorities and the priorities of others who influence the way you use your time. ...
$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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Asserting Yourself Professionally
by Skillsoft - Business
Do you sometimes wonder if your professional style is too passive-hesitant and weak? Or do you find yourself acting too aggressively toward your co-workers or subordinates--too critical and overbearing? Do you wonder if there is another professional style that might be better for you? ...
$75.00
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Managing Anger in the Workplace Simulation
by Skillsoft - Business
Like most people you have probably become angry at work. A disagreement with a coworker or manager could make you lose your temper and voice your anger but is this really a good idea? What will your coworkers or manager think of your outburst? While confronting anger in the workplace is inevitable its important to minimize your angry thoughts emotions and behaviors and channel your energy into more constructive activities. ...
$75.00
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Avoiding Grammatical Errors in Business Writing
by Skillsoft - Business
Grammar: the very word strikes terror into the hearts of learners everywhere. For many people it recalls the most difficult or most boring classes they can remember from childhood. Yet using correct grammar is one of the key skills for any business writer. Poor grammar skills interfere with communicating a clear message; moreover they may suggest that the writer is careless and perhaps unprofessional. ...
$75.00
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Resolving Conflict with Communication Skills
by Skillsoft - Business
Although through the use of good communication skills conflict in the workplace can be minimized it cant be eradicated entirely. On the occasions when disharmony inevitably arises there is a need for a different set of communication skills--those of negotiation mediation or arbitration. ...
$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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