This programme was designed to match employees’ abilities, needs and career goals to current and future opportunities within an organization. It is a way to set employees up for sucess and long-term progression in the company.

Course Content

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Problem Solving & Decision Making 18 Lessons | 5 Quizzes

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Module Content

0% Complete 0/18 Steps

Lesson 1 – Defining Problem Solving and Decision Making

Lesson 2 – Eight Essentials to Defining a Problem

Lesson 3 – Making Decisions

Quiz

Lesson 4 – Facts vs. Information

Lesson 5 – Decision-Making Traps

Lesson 6 – Case Study

Quiz

Lesson 7 – The Problem Solving Model

Lesson 8 – Case Study

Lesson 12 – The Problem Solving Toolkit

Lesson 13 – Degrees of Support

Lesson 14 – Creative Thinking Methods

Quiz

Lesson 15 – SWOT Analysis

Lesson 16 – Making Good Group Decisions

Lesson 17 – Stepladder, The Delphi and Nominal Group Techniques

Lesson 18 – Analyzing and Selecting Solutions

Quiz

Negotiations Skills 18 Lessons | 5 Quizzes

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Lesson 1 – What is Negotiation?

Lesson 2 – Positional Bargaining

Lesson 3 – Phases of Negotiation

Quiz

Lesson 4 – Communication Skills

Lesson 5 – Creative Thinking

Lesson 6 – Preparing for Negotiation

Quiz

Lesson 7 – Personal Preparation

Lesson 8 – The Nuts and Bolts

Lesson 9 – Making the Right Impression

Lesson 10 – The Bargaining Stage

Quiz

Lesson 11 – Reaching Mutual Gain

Lesson 12 – Overcoming the Obstacles

Lesson 13 – Moving Beyond “No”, getting to “Yes”

Quiz

Lesson 14 – Dealing with Negative Emotions

Lesson 15 – Moving from Bargaining to Closing

Lesson 16 – Solution Types

Lesson 17 – Building a Sustainable Agreement

Lesson 18 – Negotiation tutorial

Quiz

Customer Service 16 Lessons | 5 Quizzes

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Module Content

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Lesson 1 – What is Customer Service?

Lesson 2 – The First Critical Element – A Customer Service Focus

Lesson 3 – Who are Your Customers?

Quiz

Lesson 4 – Meeting Expectations

Lesson 5 – Setting Goals

Lesson 8 – The Second Critical Element – Defined in Your Organization

Quiz

Lesson 9 – Communication Skills

Lesson 10 – Asking Questions

Lesson 11 – Telephone Techniques

Quiz

Lesson 12 – Dealing with Difficult Customers

Lesson 13 – Dealing with Difficult People

Lesson 14 – The Fourth Critical Element – Be a Problem Solver

Quiz

Lesson 15 – Seven Steps to Customer Problem Solving

Lesson 16 – The Fifth Critical Element – Measure It

Lesson 17 – The Sixth Critical Element – Reinforce It

Lesson 18 – Dealing with Stress

Quiz

Communications Skills 13 Lessons | 1 Quiz

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Module Content

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Lesson 1 – Creating Positive Relationship

Lesson 2 – Growing Our Self Awareness

Lesson 3 – Communication Basics

Lesson 4 – Asking Questions

Lesson 5 – Listening Skills

Lesson 6 – Body Language

Lesson 7 – Communication Style

Lesson 8 – Creating a Positive Self-Image

Lesson 9 – Frame of Reference

Lesson 10 – Techniques for The Workplace

Lesson 11 – Deliver Your Message

Lesson 12 – Assertiveness

Lesson 13 – The Assertive Formula

Quiz

Business & Office Administration 27 Lessons | 7 Quizzes

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Module Content

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Lesson 1 – Written Communication Skills

Lesson 2 – Organisation Skills

Lesson 3 – The Importance of Supervision

Quiz

Lesson 4 – Administration Systems

Lesson 5 – Quality Management Systems

Lesson 6 – Organising The Administrative Activities

Lesson 7 – Organisational Structure

Lesson 8 – Enforcing Standards Through Well-Publicized Disciplinary Guidelines

Quiz

Lesson 9 – Financial Control Systems

Lesson 10 – Elements of an Effective Corporate Compliance Plan

Lesson 11 – Staff Administrative Systems

Lesson 12 – Information Security Management

Quiz

Lesson 13 – Mail Handling Systems

Lesson 14 – Types of Mail

Lesson 15 – Incoming and Outgoing Mail Operations

Lesson 16 – Handling Bulk Mail

Quiz

Lesson 17 – The Receptionist

Lesson 18 – Telephone Manners

Lesson 19 – Handling E-mails

Lesson 20 – Confidentiality of Information

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R295

Course Includes

5 Modules
92 Lessons
23 Quizzes
Course Certificate

Career Growth Programme

This programme was designed to match employees’ abilities, needs and career goals to current and future opportunities within an organization. It is a way to set employees up for sucess and long-term progression in the company.

Course Content

Course Includes