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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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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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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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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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Developing Fundamental Critical Thinking Skills
by Skillsoft - Business
You may not need an MBA to succeed in the corporate arena but regardless of position or industry you do need to be able to analyze reason and communicate effectively. These and other critical thinking skills are increasingly consequential as organizational planning and decision making become more distributed and reliant on written and verbal communication factors. Developing Fundamental Critical Thinking Skills coaches you through the acquisition of an array of critical skills that can help you improve your information processing and delivery agility. You also will learn how to maximize your inferential and evaluative competence to achieve better planning and decision-making efficiencies. Improving your critical thinking skills will increase your performance value to any organization. ...
$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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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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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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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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Delegation Essentials: An Introduction to Delegating
by Skillsoft
Every manager dreams of having more time to finish the never-ending work that comes with the role. And while you can't use some magic trick to stretch out the hours in a day, you can delegate certain tasks. With appropriate and deliberate planning, this can free up precious time so you can focus on your essential to-do's while still accomplishing everything on your list. This course details what delegation is, and the benefits it offers managers, employees, and the organization. These include saving time and money, developing employees' skills and capabilities, and encouraging accountability. The course also outlines some of the qualities that successful delegators possess, such as trust in their employees and a willingness to take risks. Finally, it covers the different styles of delegation, including when it's most appropriate to use each one.Audience: Managers who want to develop or refine their skills in delegating work to employeesObjectives: Delegation Essentials: An Introduction to Delegating recognize examples of delegation recognize the benefits of delegation recognize the attributes of a good delegator match the four delegating styles to examples Duration: 1 ...
$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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Making Telephone Calls Count
by Skillsoft - Business
Whether you handle one call a day or dozens you have the power to make every call count. Is the service you deliver to your customers over the telephone merely satisfactory or is it superior? When challenges present themselves how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key opportunities to address the callers needs? Does the caller feel like she has really been "heard" and understood? By fine-tuning your listening skills youll be able to deliver truly superior customer service. ...
$75.00
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Managing Workforce Generations: Working with a Multigenerational Team
by Skillsoft
Managing a multigenerational team requires a clear understanding of the diversity of your employees and the strategies needed to help your team benefit from their differences. A generationally diverse workplace has the potential for conflict between younger and older workers, but if you tap into the potential of this diversity and view differences as strengths, you will create a more productive, collaborative, and innovative work environment. This course reviews the potential sources of conflict within a generationally diverse team, including differences in approaches to work and communication. It also covers strategies for managing a multigenerational team in a way that ensures your team members – regardless of differences in approach – feel included, respected, and supported. This course also describes how to implement a mentoring program that takes advantage of the varying experiences and perspectives of multiple generations.Audience: Individuals who want to develop or refine their skills for managing different workforce generationsObjectives: Managing Workforce Generations: Working with a Multigenerational Team match typical sources of conflict in multigenerational teams to examples illustrating them use strategies for managing a multigenerational team in a given scenario recognize how to implement a mentoring program that takes advantage of the experiences of different generations Duration: 1 ...
$75.00
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Essential Selling Skills: Mastering Cold Calling
by Skillsoft
Cold calling is a fundamental part of sales. However, it's also one of the most difficult skills to master. How do you get past the gatekeepers and ensure you reach the right people? What should you say when you do? How can you counter objections? This course provides a strategic approach to cold calling, including how to time your calls effectively and how to handle gatekeepers. It demonstrates how to develop succinct and persuasive messaging to help ensure successful calls. And it provides instruction on how to overcome some of the most challenging objections and how to ensure you secure an appointment.Audience: Individuals who want to gain a foundation in essential sales techniques and anyone who wants to develop or refine existing sales skillsObjectives: Essential Selling Skills: Mastering Cold Calling assess the effectiveness of a cold-calling script identify when not to call a prospect recognize how to deal with gatekeepers when cold calling recognize how to overcome cold-calling objections make a cold call that leads to an appointment Duration: 1 ...
$75.00
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Effective Interfunctional Relationships
by Skillsoft - Business
Whom did you talk with at work this week? To accomplish your goals in todays workplace you not only have to interact with personnel in other departments you often have to coordinate or even rely on them. Tasks are fluid and flow across functional boundaries. The products or services your company offers require a cooperative effort to produce. But by nature most companies are structured territorially. Every department head and manager has his or her own troops on call and a personal domain to defend. Protecting your turf may be instinctual but its also counterproductive. By not cooperating openly with other sections or departments you not only interfere with their ability to accomplish their tasks you undermine your own efforts as well. In this course youll discover how you may be inadvertently sabotaging yourself when you let your territorial instincts guide your interactions. Once you understand how interfunctional relationships benefit you and your work goals youll be ready to learn some communication skills that will help you develop stronger more productive work alliances across functional boundaries. ...
$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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Effective Intercultural Relationships
by Skillsoft - Business
In a shrinking world businesses operate across borders whether they are borders between neighborhoods or borders between countries. All of these bordered areas large and small represent differing cultures. Whether comfortable or abroad chances are your business deals with people of varying cultures on a daily basis. In todays expansive work environment employees co-workers customers vendors and business partners can all have a different cultural background from yours. The most obvious cultural differences you encounter are language and dress. But there are a multitude of subtler ways in which people from different cultures vary in their behavior. If you dont understand the ways in which they might differ youre risking your business communication and relationships being misunderstood. When operating interculturally mistakes are easily made when you take appearances and meaning for granted. This course lends significance to the term "multiculturalism." In this course you will learn about the many ways in which mini- to macro-cultural behavior and attitude can vary around the corner and around the world. This course will prepare you to understand and relate better to people with different cultural backgrounds thus making your business deals with them easier and helping you avoid costly misunderstandings. ...
$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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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
Details
Assertiveness from Inside to Outside
by Skillsoft - Business
Do you sometimes wonder if theres a way to alter your professional style--to change yourself from the inside out? Do you believe there may be strategies you could use to develop a more assertive professional style? Do you want to learn about strategies that can help you interact assertively with others in the workplace? ...
$75.00
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