Customers want a well-educated agent when they contact a business and want reassurance that the person answering their questions knows what they are talking about. Training staff and providing information that is needed to effectively assist customers is paramount to any successful business operation. The Contact Centre Training course teaches how to provide a great customer experience by developing skills on how to deal with difficult costumers, build rapport, and how to have great listening skills. It focuses on increasing overall customer satisfaction throughout an organization. Topics Include: It Starts at the Top Peer Training How to Build Rapport Learning to Listen Manners Matter - Etiquette & Customer Service Handling Difficult Customers Getting the Necessary Information Performance Evaluations Training Doesn’t Stop

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There is bound to be conflict of some degree in every organization and learning to deal with it is important no matter the size of the company. Left unchecked or not resolved, it can lead to lost production, absences, attrition, and even law suits. The Conflict Resolution course provides crucial conflict management skills. It provides a seven-step conflict resolution process to help resolve disputes of any size. It teaches solution building and finding common ground as well as dealing with anger using the Agreement Frame method. Topics Include: • An Introduction to Conflict Resolution • The Thomas-Kilmann Instrument • Creating an Effective Atmosphere • Creating Mutual Understanding • Focusing on Individual Needs • Getting to the Root Cause • Generating Options • Building a Solution • The Short Version of the Process • Additional Tools

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An annual review can help keep employees happy, engaged, and focused. It is human nature to want to succeed and providing feedback on positive and negative attributes is part of the pathway to success. A poorly designed annual review can have the reverse effect. The Conducting Annual Employee Reviews course teaches the steps involved in conducting a well-designed employee annual review. By determining the categories for an annual review and understanding how it affects employee compensation, an overall increase in performance can be seen throughout an organization. Topics Include: How to Conduct Annual Reviews Common Mistakes Successful Tips for Concept of Pay for Performance How to Tie Employee Compensation to Firm-Wide Returns How to Communicate Employee Expectations Effectively Meaningful Questions to Gauge Employee Happiness

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For the better part of every day, we are communicating with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look you give the cat, it all means something! This Communication Strategies course will help participants understand the different methods of communication and how to make the most of each of them. These strategies will provide a great benefit for any organization and its employees. They will trickle down throughout the organization and can positively impact everyone involved. Topics Include: • The Big Picture • Understanding Communication Barriers • Paraverbal Communication Skills • Non-Verbal Communication • Speaking Like a STAR • Listening Skills • Asking Good Questions • Appreciative Inquiry • Mastering the Art of Conversation • Advanced Communication Skills

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Level 1 - 5 Courses Body Language Basics Interpersonal Skills Assertiveness and Self-Confidence Presentation Skills Ten Soft Skills You Need Level 2 - 10 Courses Body Language Basics Interpersonal Skills Assertiveness and Self-Confidence Presentation Skills Ten Soft Skills You Need Developing Emotional Intelligence Conflict Resolution Delivering Constructive Criticism Public Speaking Communication Strategies Level 3 - 15 Courses Body Language Basics Interpersonal Skills Assertiveness and Self-Confidence Presentation Skills Ten Soft Skills You Need Developing Emotional Intelligence Conflict Resolution Delivering Constructive Criticism Public Speaking Communication Strategies Media and Public Relations Crisis Management Personal Branding Life Coaching Essentials Social Intelligence

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Writing and communication skills have degraded with more and more people communicating through email and instant messaging. Developing writing skills is still important in the business world as is creating proper documents (such as proposals, reports, and agendas) giving you that extra edge in the workplace. This course will provide the knowledge and skills required to collaborate with others and create that important document. It will touch on the types of collaboration, and ways to improve them through certain tools and processes. Topics include: What is Collaborative Business Writing Types of Collaborative Business Writing Collaborative Team Members Collaborative Tools and Processes Setting Style Guidelines Barriers to Successful Collaborative Writing Overcoming Collaborative Writing Barriers Styles of Dealing with Conflict Tips for Successful Business Writing Collaboration Examples of Collaborative Business Writing

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Coaching is not just for athletes. More and more organizations are choosing to include coaching as part of their instruction. Coaching salespeople, when done correctly, will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring. The Coaching Salespeople course provides the specifics of how to develop coaching skills, how to understand the roles and responsibilities of coaching as well as the challenges that coaches face in regards to working with salespeople. Topics Include: What Is a Coach? Coaching Process Inspiring Authentic Leadership Best Practices Competition Data Maintenance Strategies Avoiding Common Mistakes

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Coaching is the process of relationship building and setting goals. How well one coaches is related directly to how well they are able to foster a great working relationship with employees through understanding them and strategic goal setting. The Coaching and Mentoring course focuses on how to better coach employees to higher performance through building trust and learning how to provide support to overcome challenges. It teaches how to set appropriate goals and how to use feedback properly for better relationship building. Topics Include: Defining Coaching and Mentoring Setting Goals Understanding the Reality Developing Options The Importance of Trust Providing Feedback Overcoming Roadblocks Reaching the End How Mentoring Differs from Coaching

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While a training program on workplace manners and courtesy may seem like overkill, the reality is that perceived rudeness can drastically affect an organization. Understanding uncivil behaviour and workplace etiquette can have a direct impact on the bottom line. The Civility in the Workplace course introduces the concept of civility, its importance to a company, as well as its typical causes and effects. It teaches the skills needed to effectively practice civil behaviour, as well as different ways organizations can systematize civility in the workplace. Topics Include: • What is Uncivil Behavior? • Effective Work Etiquette • Costs and Rewards • Conflict Resolution • Getting to the Cause • Communication • Negotiation • Identifying Your Need • Writing a Civility Policy • Implementing the Policy

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Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation. The Change Management course provides the tools to implement changes more smoothly and to have those changes better accepted. It teaches how change is implemented and provides tools for managing reactions to change. Topics Include: • Preparing for Change • Identifying the WIIFM • Understanding Change on an Individual Level • Leading and Managing the Change • Gaining Support • Making it all Worthwhile • Using Appreciative Inquiry • Bringing People to Your Side • Building Resiliency • Building Flexibility

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Good phone communication is a highly valuable tool to have in an employee’s skill-set to build confidence, improve sales, and help gain new customers. A more confident employee is known to produce happier and more loyal customers. The Call Centre Training course can help lower costs related to turnover by teaching skills to improve productivity and performance. It covers evaluating metrics and coaching participants to reach their potential, and provides tips to keep skill-sets at a high level. Topics Include: Getting Started The Basics Phone Etiquette Tools Speaking Like a Star Types of Questions Benchmarking Goal Setting Key Steps Closing

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Writing is a key method of communication for most people, and it's one that many people struggle with. Writing and communication skills have degraded with more and more people communicating through email and text messaging. Developing writing skills is still important is the business world as creating proper documents (such as proposals, reports, and agendas), giving you that extra edge in the workplace. This course provides a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents. These basic skills will provide that extra benefit in the business world that a lot of people are losing. Topics include: Working with Words Constructing Sentences Creating Paragraphs Writing Meeting Agendas Writing E-mails Writing Business Letters Writing Proposals Writing Reports Other Types of Documents Proofreading and Finishing

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Business succession planning is all about being prepared. The loss of valuable leadership can cripple even the strongest of companies. Succession planning is an essential component to the survival and growth of any business. Whether it is grooming employees to become leaders, or preparing for an employee’s retirement, identifying common obstacles and learning how to overcome them is essential. The Business Succession Planning course will show the differences between succession planning and mere replacement planning. How you prepare people to take on leadership responsibilities is just as important as hiring the right person for the job. Every company should have a form of succession planning in its portfolio. Topics Include: Succession Planning Vs. Replacement Planning Preparing for the Planning Process Initiating Process The SWOT Analysis Developing the Succession Plan Executing the Plan Gaining Support Managing the Change Overcoming Roadblocks Reaching the End

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Business etiquette is a set of manners often upheld by custom that is accepted or vital in a profession. Typically enforced by the members of an organization, those who violate business etiquette are usually not as well respected by colleagues. Gaining and maintaining respect at work is necessary for most people to feel better about their jobs which can translate into better customer relationships. The Business Etiquette course teaches the components of creating a professional, mutually respectful atmosphere and how to improve communication to help an organization serve as a productive place. Topics Include: • Understanding Etiquette • The Meet and Greet • The Dining in Style • Eating Out • Business Email Etiquette • Telephone Etiquette • The Written Letter • Dressing for Success • International Etiquette

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A company’s ethics will determine its reputation and good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability but it takes time and effort. The Business Ethics course will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, and competitors.Learn how all of these groups have an effect on the way a company’s ethics are developed and how to create the most effective program. Topics Include: • What is Ethics? • Implementing Ethics in the Workplace • Business and Social Responsibilities • Ethical Decisions • Whistle Blowing • Managerial Ethics • Unethical Behavior • Ethics in Business

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Level 1 - 5 Courses Personal Branding Prospecting and Lead Generation Business Acumen Business Ethics Business Etiquette Level 2 - 10 Courses Personal Branding Prospecting and Lead Generation Business Acumen Business Ethics Business Etiquette Business Writing Contract Management  Crisis Management  Networking Outside the Company Talent Management Level 3 - 15 Courses Personal Branding Prospecting and Lead Generation Business Acumen Business Ethics Business Etiquette Business Writing Contract Management  Crisis Management  Networking Outside the Company Talent Management Human Resources Management Performance Management Supply Chain Management The Cloud and Business Change Management

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Business Acumen is about seeing the big picture and recognizing that all decisions, no matter how small can have an effect on the bottom line. Strong business acumen has the ability to influence the whole organization and provide an additional edge that can lead to success. The Business Acumen course teaches how to recognize learning events, better manage risk, and increase critical thinking. It covers financial literacy and helps improve overall business sense to improve judgment and decisiveness skills. Topics Include: • Seeing the Big Picture • KPI’s (Key Performance Indicators) • Risk Management Strategies • Recognizing Learning Events • You Need to Know These Answers and More • Financial Literacy • Business Acumen in Management • Critical Thinking in Business • Key Financial Levers

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Money matters can be intimidating for many people and having a solid understanding of basic financial terms and methods can be crucial to a career. When terms like ROI, EBIT, GAAP, and extrapolation join the conversation it’s important to understand what people are talking about and to be able to participate in the discussion. The Budgets and Financial Reports course provides a solid foundation in finance. It covers topics like commonly used terms, financial statements, budgets, forecasting, purchasing decisions, and financial legislation. Topics Include: Understanding Financial Statements Analyzing Financial Statements Understanding Budgets Budgeting Made Easy Advanced Forecasting Techniques Managing The Budget Making Smart Purchasing Decisions A Glimpse into The Legal World

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Level 1 - 5 Courses Women in Leadership Leadership and Influence Body Language Basics Assertiveness and Self-Confidence Work-Life Balance Level 2 - 10 Courses Women in Leadership Leadership and Influence Body Language Basics Assertiveness and Self-Confidence Work-Life Balance Critical Thinking Improving Self Awareness Delivering Constructive Criticism Self-Leadership Stress Management

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Body language makes up a large part of daily communication. It refers to the nonverbal signals that we use to communicate and in many cases is used even more than verbal communication. Understanding body language can go a long way toward helping with better communication and interpreting what others might be trying to convey. The Body Language Basics course teaches how to better understand nonverbal signals and provides a set of tools to use both at home and in the work environment. It covers how to adjust and improve nonverbal communication to gain trust and create better connections and the importance that context plays in social interactions. Topics Include: Communicating With Body language Reading Body Language Body Language Mistakes Non-Verbal Communication Facial Expressions Body Language in Business Lying and Body Language Improving Your Body Language Matching Your Words to Your Movement

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Being more likeable is a great quality to possess and an area many individuals would like to improve in. But being likeable and also a figure of authority is where many people find challenges and conflicts. Recognizing these possible areas of conflict and developing the skills and knowledge to overcome them can help on both a personal and professional level. The Being a Likeable Boss course teaches why honesty and trust are the best tools in fostering better relationships and how to learn to trust teams and avoid micromanagement. Gain valuable skills in learning how to delegate, accept feedback and get on the right path to be a more likeable boss. Topics Include: Is it Better to be Loved or Feared? Leadership as Service Leadership by Design Understanding Motivation Constructive Criticism The Importance of Tone Trusting Your Team Earning Your Team’s Trust Building and Reinforcing Your Team You are the Boss of You

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Numbers! Numbers! Numbers! Wherever you go, you are bound to see them. On addresses, license plates, phones, prices, and of course, money! Numbers connect us all to each other in many more ways than we might imagine. Essentially, our world revolves around numbers. Some of us enjoy dealing with numbers while others may have a fear of them, or even a phobia. For those of you who have already recognized and appreciate the impact that numbers actually have on just about everything, you deserve a cookie. Welcome to Basic Bookkeeping! Topics include: Basic terminology Accounting methods Keeping track of your business Understanding the balance sheet Other financial statements Payroll accounting/terminology End of period procedures Financial planning, budgeting, and control Auditing

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A distracted employee is a less effective employee. Employees who do not pay attention can waste valuable time and make careless mistakes. Making fewer mistakes results in a more efficient and productive individual. Attention Management is a useful skill that allows connection on an emotional level and teaches how to motivate to focus on work. This course will provide valuable insight and strategies into what it takes to be more attentive and vigilant. Topics Include: Introduction to Attention Management Types of Attention Strategies for Goal Setting Meditation Training Your Attention Attention Zones Model SMART Goals Keeping Yourself Focused Procrastination Prioritizing Your Time

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Self-confidence and assertiveness are two skills that are crucial for success in life. If you don’tfeel worthy, and/or you don’t know how to express your self-worth when communicating with others, you risk missing out on opportunities and benefits to enhance your professional and personal life. This Assertiveness and Self-Confidence course provides an understanding of what assertiveness and self-confidence each mean (in general and personally) and helps to develop those skills in day-to-day interactions for an overall positive effect. Topics Include: • What Does Self-Confidence Mean to You? • Obstacles to Our Goals • Communication Skills • The Importance of Goal Setting • Feeling the Part • Looking the Part • Sounding the Part • Powerful Presentations • Coping Techniques • Dealing with Difficult Behavior

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