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 success and long-term progression in the company.

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Problem Solving & Decision Making 19 Lessons | 5 Quizzes

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Module Content

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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

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Negotiations Skills 19 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

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Customer Service 17 Lessons | 5 Quizzes

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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

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Communications Skills 14 Lessons | 1 Quiz

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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

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Business & Office Administration 28 Lessons | 7 Quizzes

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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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Course Includes

5 Modules
97 Lessons
23 Quizzes

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 success and long-term progression in the company.

Course Content

Course Includes