Search Course Catalog (257 Courses Found)

Thinking like the customer is one of the best ways to improve your customer service! Great for session starter, energizer and reinforcing key messages on customer service.

New Micro-Learning! Emotional intelligence is the capability to identify and manage one's own emotions, as well as the emotions of others. Leveraging the power of emotional intelligence helps a person guide their thinking and behavior, and then manage and/or adjust emotions to adapt to environments or achieve one's goal(s).

New Micro-Learning! You may be hearing someone during a conversation, but are you really listening? Are you actively listening? Active listening simply means being deeply engaged in and attentive to what the speaker is saying... as it requires more listening than talking.

New Micro-Learning! You may do a superb job of preparing for a meeting, running the meeting and even getting the best out of your team.

Having a committed mentor is a key factor to improving employee engagement - and we know that good engagement means employees will stay longer and their contributions increase.

Bad attitudes in the workplace can deteriorate morale, lower productivity, and increase costs. The good news is there is a process for dealing with these difficult people! The course will walk you through four scenarios, which demonstrate negativity problems and how to deal with them to improve results.

As a leader, your ability to manage workforce performance effectively is the single most important factor in attracting and retaining motivated, productive, and loyal employees. You may have taken the time to build great relationships with your employees. Ask yourself, “How do I maintain those relationships on a daily basis?”

The pressures we face in the workplace can put a lot of strain on our relationship with our coworkers that might even prevent us from getting our work done. It’s not easy confronting your coworkers when you are having problems… but it is possible.

As a supervisor or manager, your role is vital to the success of the organization. Your leadership impacts morale, teamwork, collaboration, respect, inclusion, innovation, quality… and the list goes on... This powerful course provides an effective model for leading through workplace issues and conflict.

This interactive course helps by providing a 5-step process to tackling difficult situations. Eliminate negativity by dealing effectively with difficult attitudes. This program helps employees to recognize the characteristics of rotten attitudes and sort out the problems they cause.

Incivility can quickly turn into workplace harassment… creating an environment or climate of ridicule and disrespect - in which harassing behaviors are tolerated.

Good communication and interpersonal skills are vital to successful coaching. Help identify the skills you need as a manager/supervisor to build a positive foundation for a coaching conversation.

Often business deals are lost because the parties involved did not take the time to learn about each other’s cultures prior to interacting. Good due diligence goes beyond just looking at the bottom line.

As a leader you must demonstrate your commitment to the organization’s culture of integrity, create an environment where employees feel safe to voice their concerns and hold all employees accountable for their actions.

Exclusive behaviors in the workplace are any behaviors that make an employee feel like they are not a part of the group in which they belong.

When employees feel left out, it impacts everyone in the workplace. Employees fail to work together, they miss work more frequently, and they eventually may choose to find employment elsewhere.

Success in your workplace will mostly be determined by your attitude. This course focuses on the strategies shown here which you can use to ensure that you get along, get noticed, and get ahead.

The basic truth is that change is constant. Sometimes it seems so much is changing, that we may get to the point of not even noticing many of the changes. Other times it creates what feels like a huge obstacle falling into our life and way of doing things.

Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

Dealing with attitude issues is a common problem for managers. Negative attitudes not only impact the company’s bottom line performance, but co-workers, the culture, the company, and customers as well.