Work Place Essentials Soft Skills Bundle

152 Hours / 12 Months / Self-Paced
Retail Price: $199.00

Course Overview:

The Work Place Essentials Soft Skills Bundle will assist participants with a variety of skills needed for customer and business support. Participants will be provided a strong skillset including dealing with difficult customers, generating return business, and teamwork within the company. Within these workshops students will learn Business Ethics and Etiquette, Change Management, Civility in the Workplace, Customer Service and Support, Conflict Resolution, Networking, Risk Assessment, Safety in the Workplace, and Teamwork and Team Building skills. Aligning these characteristics with corporate standards is what will make participants stand out and become leaders throughout their company.

The Work Place Essentials Soft Skills Bundle includes the following courses:

  • Appreciative Inquiry
  • Business Acumen
  • Business Ethics
  • Business Etiquette
  • Change Management
  • Civility In The Workplace
  • Conflict Resolution
  • Customer Service
  • Customer Support
  • Cyber Security
  • Delivering Constructive Criticism
  • Developing Corporate Behavior
  • Handling a Difficult Customer
  • Networking Outside the Company
  • Networking Within the Company
  • Risk Assessment and Management
  • Safety In The Workplace
  • Team Building For Managers
  • Teamwork And Team Building

Course Outline(s):

  Appreciative Inquiry Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Pre-Assignment
  • Action Plans and Evaluations

Module Two: Introducing Appreciative Inquiry

  • What is Appreciative Inquiry?
  • Generating a Better Future
  • Engaging People in Positive Thought
  • Change the Person, Change the Organization
  • Case Study
  • Module Two: Review Questions

Module Three: Changing the Way You Think

  • Shifting from "What's Wrong?" to "What's Right"?
  • It's Not Eliminating Mistakes, It's Holding Up Successes
  • Positive Language Will Affect Peoples Thinking
  • Limit or Remove Negative Phrasing
  • Case Study
  • Module Three: Review Questions

Module Four: Four D Model

  • Discovery
  • Dream
  • Design
  • Delivery
  • Case Study
  • Module Four: Review Questions

Module Five: The Four I Model

  • Initiate
  • Inquire
  • Imagine
  • Innovate
  • Case Study
  • Module Five: Review Questions

Module Six: Appreciative Inquiry Interview Style

  • Framing Positive Questions
  • Solicit Positive Stories
  • Finding Out What Works
  • Recognize the Reoccurring Themes
  • Case Study
  • Module Six: Review Questions

Module Seven: Anticipatory Reality

  • Imagining a Successful Future Will Affect the Present
  • Controlling Negative Anticipation
  • Current Decisions Will Be Influenced Positively
  • Base It on Data and Real Examples
  • Case Study
  • Module Seven: Review Questions

Module Eight: The Power of Positive Imagery

  • Shaping Performance with Positive Imagery
  • Being Better Prepared for Adversity
  • People are More Flexible and Creative
  • Think of the Perfect Situation
  • Case Study
  • Module Eight: Review Questions

Module Nine: Influencing Change Through AI

  • Using Strengths to Solve Challenges
  • Confidence Will Promote Positive Change
  • Inquiry is a Seed of Change
  • People Will Gravitate Towards What is Expected of Them
  • Case Study
  • Module Nine: Review Questions

Module Ten: Coaching and Managing With AI

  • Build Around What Works
  • Focus on Increases
  • Recognize the Best in People
  • Limit or Remove Negative Comments
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Creating a Positive Core

  • Strengths
  • Best Practices
  • Peak Experiences
  • Successes
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Business Acumen Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Pre-Assignment
  • Action Plans and Evaluations

Module Two: Seeing the Big Picture

  • Short and Long Term Interactions
  • Recognize Growth Opportunities
  • Mindfulness of Decisions
  • Everything is Related
  • Case Study
  • Module Two: Review Questions

Module Three: KPI’s (Key Performance Indicators)

  • Decisiveness
  • Flexible
  • Strong Initiative
  • Intuitive
  • Case Study
  • Module Three: Review Questions

Module Four: Risk Management Strategies

  • Continuous Assessment
  • Internal and External Factors
  • Making Adjustments and Corrections
  • Knowing When to Pull the Trigger or Plug
  • Case Study
  • Module Four: Review Questions

Module Five: Recognizing Learning Events

  • Develop a Sense of Always Learning
  • Evaluate Past Decisions
  • Problems are Learning Opportunities
  • Recognize Your Blind Spots
  • Case Study
  • Module Five: Review Questions

Module Six: You Need to Know These Answers and More

  • What Makes Money My Company Money?
  • What Were Sales Last Year?
  • What is our Profit Margin?
  • What Were Our Costs?
  • Case Study
  • Module Six: Review Questions

Module Seven: Financial Literacy (I)

  • Assets
  • Financial Ratios
  • Liabilities
  • Equity
  • Case Study
  • Module Seven: Review Questions

Module Eight: Financial Literacy (II)

  • Income Statement
  • Balance Sheet
  • Cash Flow Statement
  • Read, Read, and Read
  • Case Study
  • Module Eight: Review Questions

Module Nine: Business Acumen in Management

  • Talent Management
  • Change Management
  • Asset Management
  • Organizational Management
  • Case Study
  • Module Nine: Review Questions

Module Ten: Critical Thinking in Business

  • Ask the Right Questions
  • Organize the Data
  • Evaluate the Information
  • Make the Decision
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Key Financial Levers

  • Investing in People
  • Effective Communication
  • Process Improvement
  • Goal Alignment
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Business Ethics Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: What is Ethics?

  • What is Business Ethics
  • 10 Benefits of Managing Ethics
  • Case Study

Module Three: Implementing Ethics in the Workplace

  • Benefits
  • Guidelines for Managing Ethics in the Workplace
  • Roles and Responsibilities

Module Four: Employer / Employee Rights

  • Privacy Policies
  • Harassment Issues
  • Technology

Module Five: Business and Social Responsibilities

  • Identifying Types of Responsibilities
  • Case Study
  • Handling Conflicting Social and Business Responsibilities
  • Case Study

Module Six: Ethical Decisions

  • The Basics
  • Balancing Personal and Organizational Ethics
  • Common Dilemmas
  • Making Ethical Decisions
  • Overcoming Obstacles

Module Seven: Whistle Blowing

  • Criteria and Risk
  • The Process
  • When You Should "Blow the Whistle"

Module Eight: Managerial Ethics

  • Ethical Management
  • Identifying the Characteristics
  • Ensuring Ethical Behavior

Module Nine: Unethical Behavior

  • Recognize and Identify
  • Preventing
  • Addressing
  • Interventions

Module Ten: Ethics in Business (I)

  • Organization Basics
  • Addressing the Needs
  • Ethical Principles

Module Eleven: Ethics in Business (II)

  • Ethical Safeguards
  • Developing a Code of Ethics
  • Performing an Internal Ethics Audit
  • Upholding the Ethics Program

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Business Etiquette Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Understanding Etiquette

  • Etiquette Defined
  • The Importance of Business Etiquette

Module Three: Networking for Success

  • Creating an Effective Introduction
  • Making a Great First Impression
  • Minimizing Nervousness
  • Using Business Cards Effectively
  • Remembering Names

Module Four: The Meet and Greet

  • The Three-Step Process
  • The Four Levels of Conversation

Module Five: The Dining in Style

  • Understanding Your Place Setting
  • Using Your Napkin
  • Eating Your Meal
  • Sticky Situations and Possible Solutions

Module Six: Eating Out

  • Ordering in a Restaurant
  • About Alcoholic Beverages
  • Paying the Bill
  • Tipping

Module Seven: Business Email Etiquette

  • Addressing Your Message
  • Grammar and Acronyms
  • Top 5 Technology Tips

Module Eight: Telephone Etiquette

  • Developing an Appropriate Greeting
  • Dealing with Voicemail
  • Cell phone Do’s and Don’ts

Module Nine: The Written Letter

  • Thank You Notes
  • Formal Letters
  • Informal Letters

Module Ten: Dressing for Success

  • The Meaning of Colors
  • Interpreting Common Dress Codes
  • Deciding What to Wear

Module Eleven: International Etiquette

  • General Rules
  • Important Points
  • Preparation Tips

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Change Management Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Preparing for Change

  • Defining Your Strategy
  • Building the Team

Module Three: Identifying the WIIFM

  • What's In It For Me?
  • Building Support

Module Four: Understanding Change on an Individual Level

  • Clearing
  • Programming
  • Processing

Module Five: Leading and Managing the Change

  • Preparing and Planning
  • Delegating
  • Keeping the Lines of Communication Open
  • Coping with Pushback

Module Six: Gaining Support

  • Gathering Data
  • Addressing Concerns and Issues
  • Evaluating and Adapting

Module Seven: Making it all Worthwhile

  • Leading Status Meetings
  • Celebrating Successes
  • Sharing the Results and Benefits

Module Eight: Using Appreciative Inquiry

  • The Four Stages
  • The Purpose of AI
  • Examples and Case Studies

Module Nine: Bringing People to Your Side

  • A Dash of Emotion
  • Plenty of Facts
  • Bringing it All Together

Module Ten: Building Resiliency

  • What is Resiliency?
  • Why is it Important?
  • Five Easy Steps for the Leader and the Individual

Module Eleven: Building Flexibility

  • What is Flexibility?
  • Why is it Important?
  • Five Easy Steps for the Leader and the Individual

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Civility In The Workplace Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Introduction

  • What is Uncivil Behavior?
  • Three Reasons Why You Should be Civil
  • Dealing with Difficult Personalities
  • Costs and Rewards
  • Case Study
  • Review Questions

Module Three: Effective Work Etiquette

  • Greetings
  • Respect
  • Involvement
  • Being Politically Correct
  • Case Study
  • Review Questions

Module Four: Costs and Rewards

  • Incivility and the Costs
  • Civility and the Rewards
  • Four Causes of Incivility
  • How to Overcome It
  • Case Study
  • Review Questions

Module Five: Conflict Resolution

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
  • Case Study
  • Review Questions

Module Six: Getting to the Cause

  • Examining the Root Cause
  • Creating a Cause and Effect Diagram
  • Forgiveness
  • Benefits of Resolution
  • Case Study
  • Review Questions

Module Seven: Communication

  • Para-verbal Communication
  • Non-Verbal Communication
  • Listening Skills
  • Appreciative Inquiry
  • Case Study
  • Review Questions

Module Eight: Negotiation

  • Three Sides to Incivility
  • Mediation
  • Arbitration
  • Creative Problem Solving
  • Case Study
  • Review Questions

Module Nine: Indentifying Your Need

  • Completing a Needs Analysis
  • Focus Groups
  • Observations
  • Anonymous Surveys
  • Case Study
  • Review Questions

Module Ten: Writing a Civility Policy

  • Designating the Core Group
  • Defining What is Unacceptable Behavior
  • Defining the Consequence
  • Writing the Policy
  • Case Study
  • Review Questions

Module Eleven: Implementing the Policy

  • The First Steps
  • Training
  • Addressing Complaints
  • Enforcing Violators
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Conflict Resolution Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: An Introduction to Conflict Resolution

  • What is Conflict?
  • What is Conflict Resolution?
  • Understanding the Conflict Resolution Process

Module Three: The Thomas-Kilmann Instrument

  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding

Module Four: Creating an Effective Atmosphere

  • Neutralizing Emotions
  • Setting Ground Rules
  • Choosing the Time and Place

Module Five: Creating Mutual Understanding

  • What Do I Want?
  • What Do They Want?
  • What Do We Want?

Module Six: Focusing on Individual Needs

  • Finding Common Ground
  • Building Positive Energy and Goodwill
  • Strengthening Your Partnership

Module Seven: Getting to the Root Cause

  • Examining Root Causes
  • Creating a Cause and Effect Diagram
  • The Importance of Forgiveness
  • Identifying the Benefits of Resolution

Module Eight: Generating Options

  • Generate, Don't Evaluate
  • Creating Mutual Gain Options and Multiple Option Solutions
  • Digging Deeper into Your Options

Module Nine: Building a Solution

  • Creating Criteria
  • Creating a Shortlist
  • Choosing a Solutions
  • Building a Plan

Module Ten: the Short Version of the Process

  • Evaluating the Situation
  • Choosing Your Steps
  • Creating an Action Plan
  • Using Individual Process Steps

Module Eleven: Additional Tools

  • Stress and Anger Management Techniques
  • The Agreement Frame
  • Asking Open Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Customer Service Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Who We Are and What We Do

  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

Module Four: Identifying and Addressing Their Needs

  • Understanding the Customer's Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

Module Six: In-Person Customer Service

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time

  • Ten Tips

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Customer Support Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: What Is Customer Service?

  • Support vs. Service
  • Who Participates?
  • Metrics
  • Trends
  • Case Study
  • Module Two: Review Questions

Module Three: Challenges

  • Customer Challenges
  • Crisis
  • Ticket Backlogs
  • End Relationship with Customer
  • Case Study
  • Module Three: Review Questions

Module Four: Email

  • Formal Yet Conversational Style
  • Scripted Yet Authentic
  • Explain Information Carefully
  • Results
  • Case Study
  • Module Four: Review Questions

Module Five: SMS

  • Convenience of Texting
  • Apps and Software Available
  • Information to Communicate
  • Professional Communication Through Text
  • Case Study
  • Module Five: Review Questions

Module Six: Webchat

  • Personalize
  • Apps and Software Available
  • Real Time Support
  • Etiquette
  • Case Study
  • Module Six: Review Questions

Module Seven: Multi-Channel Apps

  • Different Multi-Channel Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Module Seven: Review Questions

Module Eight: Support Ticket Apps

  • Different Support Ticket Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Module Eight: Review Questions

Module Nine: Documentation

  • What to Document
  • Using Tools
  • Prepare Documentation
  • Retain
  • Case Study
  • Module Nine: Review Questions

Module Ten: Feedback

  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Be Proactive

  • Research Analytics
  • Discover Opportunities
  • Prevent Problems
  • Provide Support Before People Know They Need It
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Cyber Security Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Cyber security Fundamentals

  • What is Cyberspace?
  • What is Cyber security?
  • Why is Cyber security Important?
  • What is a Hacker?
  • Case Study
  • Module Two: Review Questions

Module Three: Types of Malware

  • Worms
  • Viruses
  • Spyware
  • Trojans
  • Case Study
  • Module Three: Review Questions

Module Four: Cyber Security Breaches

  • Phishing
  • Identity Theft
  • Harassment
  • Cyberstalking
  • Case Study
  • Module Four: Review Questions

Module Five: Types of Cyber Attacks

  • Password Attacks
  • Denial of Service Attacks
  • Passive Attack
  • Penetration Testing
  • Case Study
  • Module Five: Review Questions

Module Six: Prevention Tips

  • Craft a Strong Password
  • Two-Step Verification
  • Download Attachments with Care
  • Question Legitimacy of Websites
  • Case Study
  • Module Six: Review Questions

Module Seven: Mobile Protection

  • No Credit Card Numbers
  • Place Lock on Phone
  • Don’t Save Passwords
  • No Personalized Contacts Listed
  • Case Study
  • Module Seven: Review Questions

Module Eight: Social Network Security

  • Don’t Reveal Location
  • Keep Birthdate Hidden
  • Have Private Profile
  • Don’t Link Accounts
  • Case Study
  • Module Eight: Review Questions

Module Nine: Prevention Software

  • Firewalls
  • Virtual Private Networks
  • Anti-Virus & Anti-Spyware
  • Routine Updates
  • Case Study
  • Module Nine: Review Questions

Module Ten: Critical Cyber Threats

  • Critical Cyber Threats
  • Cyber terrorism
  • Cyber warfare
  • Cyber espionage
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Defense Against Hackers

  • Cryptography
  • Digital Forensics
  • Intrusion Detection
  • Legal Recourse
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Delivering Constructive Criticism Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: When Should Feedback Occur?

  • Repeated Events or Behavior
  • Breach's in Company Policy
  • When Informal Feedback has not Worked
  • Immediately After the Occurrence
  • Case Study
  • Module Two: Review Questions

Module Three: Preparing and Planning

  • Gather Facts on the Issue
  • Practice Your Tone
  • Create an Action Plan
  • Keep Written Records
  • Case Study
  • Module Three: Review Questions

Module Four: Choosing a Time and Place

  • Check the Ego at the Door
  • Criticize in Private, Praise in Public
  • It Has to be Face to Face
  • Create a Safe Atmosphere
  • Case Study
  • Module Four: Review Questions

Module Five: During the Session (I)

  • The Feedback Sandwich
  • Monitor Body Language
  • Check for Understanding
  • Practice Active Listening
  • Case Study
  • Module Five: Review Questions

Module Six: During the Session (II)

  • Set Goals
  • Be Collaborative
  • Ask for a Self-Assessment
  • Keep Emotions in Check
  • Case Study
  • Module Six: Review Questions

Module Seven: Setting Goals

  • SMART Goals
  • The Three P's
  • Ask for Their Input
  • Be as Specific as Possible
  • Case Study
  • Module Seven: Review Questions

Module Eight: Diffusing Anger or Negative Emotions

  • Choose the Correct Words
  • Stay on Topic
  • Empathize
  • Try to Avoid "You Messages"
  • Case Study
  • Module Eight: Review Questions

Module Nine: What Not to Do

  • Attacking or Blaming
  • Not Giving Them a Chance to Speak
  • Talking Down
  • Becoming Emotional
  • Case Study
  • Module Nine: Review Questions

Module Ten: After the Session (I)

  • Set a Follow-up Meeting
  • Make your Self Available
  • Be Very Specific with the Instructions
  • Provide Support and Resources
  • Case Study
  • Module Ten: Review Questions

Module Eleven: After the Session (II)

  • Focus on the Future
  • Measuring Results
  • Was the Action Plan Followed?
  • If Improvement is not Seen, Then What?
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Developing Corporate Behavior Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Science of Behavior

  • What is Behavior?
  • Psychology
  • Sociology
  • Anthropology
  • Case Study
  • Module Two: Review Questions

Module Three: Benefits of Corporate Behavior

  • Employee Safety
  • Conservation of Materials
  • Engagement
  • Improved Employee Performance
  • Case Study
  • Module Three: Review Questions

Module Four: Most Common Categories of Corporate Behavior

  • Managerial Structure
  • Company Values and Ethics
  • Employee Accountability
  • Workplace Incidents
  • Case Study
  • Module Four: Review Questions

Module Five: Managerial Structure

  • Clearly Defined Management
  • Qualified Management Team
  • Obvious Advancement Path
  • Grievance Procedures
  • Case Study
  • Module Five: Review Questions

Module Six: Company Values and Ethics

  • Environmental
  • Charity and Community Outreach
  • Integrity
  • Diversity
  • Case Study
  • Module Six: Review Questions

Module Seven: Employee Accountability

  • Attitude
  • Attendance
  • Honesty
  • Substance Abuse & Workplace Violence
  • Case Study
  • Module Seven: Review Questions

Module Eight: Workplace Incidents

  • Safety
  • Prejudice & Discrimination
  • Vandalism & Theft
  • Harassment or Bullying
  • Case Study
  • Module Eight: Review Questions

Module Nine: Designing and Implementing

  • Group Planning
  • Define Preferred Organizational Behaviors
  • Hiring
  • Training Employees
  • Case Study
  • Module Nine: Review Questions

Module Ten: Corporate Team Behavior

  • Team Building
  • Better Communication
  • Conflict Resolution
  • Loyalty to the Company and the Department
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Auditing Corporate Behavior

  • Affirm Ethical Behavior
  • Investigate and Review Reported Incidents
  • Determine Progress
  • Get Employee Feedback & Revise
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Handling a Difficult Customer Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Keep Your Body Healthy
  • Focus on Positive Thoughts
  • Invoke Inner Peace
  • Case Study
  • Module Two: Review Questions

Module Three: Internal Stress Management

  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested
  • Case Study
  • Module Three: Review Questions

Module Four: External Stress Management

  • Office Furniture Not Ergonomically Sound
  • High Noise Volume in the Office
  • Rift with Co-Workers
  • Demanding Supervisor
  • Case Study
  • Module Four: Review Questions

Module Five: Transactional Analysis

  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child
  • Case Study
  • Module Five: Review Questions

Module Six: Why are Some Customers Difficult?

  • They Have Truly Had a Bad Experience and Want to Vent
  • They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They Are Generally Unhappy
  • Case Study
  • Module Six: Review Questions

Module Seven: Dealing with the Customer Over the Phone

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Customer
  • Case Study
  • Module Seven: Review Questions

Module Eight: Dealing with the Customer In Person

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Responding with Positive Words and Body Language
  • Besides Words, What to Look For?
  • Case Study
  • Module Eight: Review Questions

Module Nine: Sensitivity in Dealing with Customers

  • Who are Angry
  • Who Are Rude
  • With Different Cultural Values
  • Who Cannot Be Satisfied
  • Case Study
  • Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer

  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Handwritten or Typed Letter
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Networking Outside the Company Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Benefits of Networking Outside of Work

  • Create a Solid Network
  • Meet Strategic Alliance Partners
  • Generate Leads
  • Position Yourself
  • Case Study
  • Module Two: Review Questions

Module Three: Networking Obstacles

  • Time Constraints
  • Saying the Wrong Thing
  • Where to go to Network
  • Fear of Rejection
  • Case Study
  • Module Three: Review Questions

Module Four: Networking Principles

  • Develop Contacts
  • Organize Your Contacts
  • Follow-Up
  • Maintain Relationships
  • Case Study
  • Module Four: Review Questions

Module Five: Why Network?

  • Gain Trust
  • Be visible
  • Be an insider
  • Gain Advantage
  • Case Study
  • Module Five: Review Questions

Module Six: How to Build Networks

  • Physical Networking Groups
  • Attend Networking Events
  • Social Networking Sites
  • Create Networking Referral List
  • Case Study
  • Module Six: Review Questions

Module Seven: Online Networking Tools

  • Social Networks
  • Blogs
  • Chat Rooms
  • Email
  • Case Study
  • Module Seven: Review Questions

Module Eight: Develop Interpersonal Relationships

  • Be Specific
  • Keep your Word
  • Maintain Boundaries
  • Invest Time
  • Case Study
  • Module Eight: Review Questions

Module Nine: Common Networking Mistakes

  • Taking Before Giving
  • Assumptions
  • Reaching too High
  • Assuming Tools Create Connections
  • Case Study
  • Module Nine: Review Questions

Module Ten: Time Management

  • Prioritize Contacts
  • Create Group Activities
  • Connect Online
  • Schedule Your Network Activities
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Manage Personal and Professional Network

  • Be Responsive
  • Give Back
  • Separate Personal and Business Activities
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Networking Within the Company Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Benefits of Networking at Work

  • Gain Connections
  • Share Knowledge
  • Increase Opportunity
  • Improve Image
  • Case Study
  • Module Two: Review Questions

Module Three: Networking Obstacles

  • Confusion about the Definition of Networking
  • Personality Traits
  • Cultural Barriers
  • Personal Pride
  • Case Study
  • Module Three: Review Questions

Module Four: Networking Principles

  • Relationships
  • Listen
  • Offer Value
  • Build Trust
  • Case Study
  • Module Four: Review Questions

Module Five: How to Build Networks

  • Meet New People
  • Be Polite
  • Follow up
  • Allow Relationships to Develop Naturally
  • Case Study
  • Module Five: Review Questions

Module Six: Recognize Networking Opportunities

  • Formal Networking
  • Informal Networking
  • Workday Opportunities
  • Always Be Ready to Network
  • Case Study
  • Module Six: Review Questions

Module Seven: Common Networking Mistakes

  • Not Meeting New People
  • Not Following Through
  • High Expectations
  • Being Unprofessional
  • Case Study
  • Module Seven: Review Questions

Module Eight: Develop Interpersonal Relationships

  • Be Genuine
  • Dialogue
  • Maintain Boundaries
  • Invest Time
  • Case Study
  • Module Eight: Review Questions

Module Nine: Online Networking Tools

  • Social Networks (LinkedIn, Twitter, Facebook)
  • Blogs
  • Chat Rooms
  • Email
  • Case Study
  • Module Nine: Review Questions

Module Ten: Time Management

  • Prioritize Contacts
  • Create Group Activities
  • Connect Online
  • Schedule Your Network Activities
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Maintaining Relationships Over Time

  • Contact Networks Regularly
  • Be Honest
  • Give Personal Attention
  • Limit Networks to a Manageable Size
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
  Risk Assessment and Management Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Action Plans and Evaluations

Module Two: Identifying Hazards and Risks

  • What is a Hazard?
  • What is a Risk?
  • Consult with Employees
  • Likelihood Scale
  • Case Study
  • Module Two: Review Questions

Module Three: Seeking Out Problems Before they Happen (I)

  • Unique to Your Business
  • Walk Around
  • Long Term and Short Term
  • Common Issues
  • Case Study
  • Module Three: Review Questions

Module Four: Seeking Out Problems Before they Happen (II)

  • Ask “What would happen if….?”
  • External Events
  • Worst Case Scenarios
  • Consequence Scale
  • Case Study
  • Module Four: Review Questions

Module Five: Everyone’s Responsibility

  • See it, Report it!
  • If It Is Not Safe Don’t Do It
  • Take Appropriate Precautions
  • Communicating to the Organization
  • Case Study
  • Module Five: Review Questions

Module Six: Tracking and Updating Control Measures

  • What is a Control Measure?
  • Your Business Procedures
  • Are They Adequate?
  • Updating and Maintaining
  • Case Study
  • Module Six: Review Questions

Module Seven: Risk Management Techniques

  • Reduce the Risk
  • Transfer the Risk
  • Avoid the Risk
  • Accept The Risk
  • Case Study
  • Module Seven: Review Questions

Module Eight: General Office Safety and Reporting

  • Accident Reports
  • Accident Response Plan
  • Emergency Action Plan
  • Training and Education
  • Case Study
  • Module Eight: Review Questions

Module Nine: Business Impact Analysis

  • Gather Information
  • Identify Vulnerabilities
  • Analyze Information
  • Implement Recommendations
  • Case Study
  • Module Nine: Review Questions

Module Ten: Disaster Recovery Plan

  • Make It Before You Need It
  • Test, Update, and Repeat
  • Hot, Warm, and Cold Sites
  • Keep Documentation Simple and Clear
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Summary Of Risk Assessment

  • What are the Hazards?
  • Who Might be Harmed?
  • Are Current Control Measures Sufficient?
  • If Not, Change Control Measures
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Safety In The Workplace Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: An Overview

  • Work Safety and Health Legislations
  • Roles & Duties
  • Safety Planning

Module Three: Types of Hazards

  • Computer Workstations
  • Ergonomics
  • Fire Prevention
  • Fitness & Wellness
  • Heat Stress
  • Stress
  • Violence

Module Four: Managers Role

  • Promoting & Enforcing Safety Standards
  • Element of a Health and Safety Program
  • Responsibilities
  • Corporate Culture

Module Five: Training

  • Reasons for Training
  • Definition
  • Orientation
  • On the Job Training
  • Safety Meetings
  • Planning and Conducting a Training Session

Module Six: Stress Management

  • Altering
  • Avoiding
  • Accepting
  • Relaxation Techniques
  • Using Routines to Reduce Stress

Module Seven: Workplace Violence

  • What is Workplace Violence?
  • Identifying
  • Addressing
  • Implementing a Workplace Harassment Policy

Module Eight: Identifying Your Company Hazards

  • Conducting an Inspection
  • Prioritizing Deficiencies
  • Report & Following Up

Module Nine: Drug & Alcohol Abuse

  • For Employees
  • For Managers or Supervisors
  • When to Address
  • Implementing a "No Tolerance" Rule

Module Ten: Writing the Safety Plan

  • Management Involvement
  • Responsibility
  • Employee Involvement
  • Follow Through with Accident Investigations
  • Training of Employees

Module Eleven: Implement the Plan

  • Selecting an Employee Representative
  • Identifying Roles
  • Assigning Responsibility
  • Follow Through

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Team Building For Managers Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: What Are The Benefits Of Team Building?

  • Better Communication And Conflict Resolution
  • Effectiveness
  • Motivation
  • Camaraderie
  • Case Study
  • Module Two: Review Questions

Module Three: Types Of Team Building

  • Games
  • Activities
  • Education
  • Social Gatherings
  • Case Study
  • Module Three: Review Questions

Module Four: Creating Team Chemistry

  • Games For Introductions
  • Games To Build Camaraderie
  • Games For Problem Solving
  • Games To Stimulate Interaction
  • Case Study
  • Module Four: Review Questions

Module Five: Improving Team Strength

  • Games To Build Trust
  • Games To Motivate
  • Games To Build Communication
  • Games For Conflict Resolution
  • Case Study
  • Module Five: Review Questions

Module Six: Engagement and Collaboration Activities

  • Activities To Build Camaraderie
  • Activities For Idea Sharing
  • Activities To Build Trust
  • Activities To Stimulate Interaction
  • Case Study
  • Module Six: Review Questions

Module Seven: Building a Great Team Identity

  • Activities To Motivate
  • Activities To Improve Working Together
  • Activities To Build Communication
  • Activities For Conflict Resolution
  • Case Study
  • Module Seven: Review Questions

Module Eight: Social Gathering

  • Singing / Karaoke
  • Dinner / Pot Lucks
  • Physical Activities
  • Meetings
  • Case Study
  • Module Eight: Review Questions

Module Nine: Common Mistakes When Team Building

  • Letting Cliques Develop
  • Not Delegating Tasks
  • Rewarding In Private / Criticizing In Public
  • Disjointed Plans Of Grandeur
  • Case Study
  • Module Nine: Review Questions

Module Ten: Formatting A Team Building Plan

  • Define The Goal
  • Consult Team Members
  • Research And Create Structure
  • Keep It Fun
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Evaluations and Improvements

  • Was The Goal Met?
  • Was The Team Building Cohesive?
  • What Did The Team Think Of The Team Building?
  • How Can The Team Building Be Improved For Next Time?
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
  Teamwork And Team Building Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Defining Success

  • What is a Team?
  • An Overview of Tuckman and Jensen’s Four-Phase Model

Module Three: Types of Teams

  • The Traditional Team
  • Self-Directed Teams
  • E-Teams

Module Four: The First Stage of Team Development – Forming

  • Hallmarks of This Stage
  • What To Do As A Leader
  • What To Do As A Follower

Module Five: The Second Stage of Team Development – Storming

  • The Hallmarks of This Stage
  • What To Do As A Leader
  • What To Do As A Follower

Module Six: The Third Stage of Team Development – Norming

  • The Hallmarks of This Stage
  • What To Do As A Leader
  • What To Do As A Follower

Module Seven: The Fourth Stage of Team Development – Performing

  • Hallmarks of this Stage
  • What To Do As A Leader
  • What To Do As A Follower

Module Eight: Team Building Activities

  • The Benefits and Disadvantages
  • Team-Building Activities That Won’t Make People Cringe
  • Choosing a Location for Team-Building

Module Nine: Making the Most of Team Meetings

  • Setting the Time and the Place
  • Trying the 50-Minute Meeting
  • Using Celebrations of All Sizes

Module Ten: Solving Problems as a Team

  • The Six Thinking Hats
  • Encouraging Brainstorming
  • Building Consensus

Module Eleven: Encouraging Teamwork

  • Some Things to Do
  • Some Things to Avoid
  • Some Things to Consider

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

All necessary course materials are included.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
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  • Accept Cookies
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**Outlines are subject to change, as courses and materials are updated.**