Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and smart phone apps. The customer experience begins long before the purchase is made. The Customer Support course teaches the new opportunities in customer support services via the internet, and how to maximize these opportunities. It reviews the most common forms of technology being used for customer interaction and what best practices are important to adopt. Topics Include: • What Is Customer Service? • Challenges • Email • Texting • Webchat • Multi-Channel Apps • Support Ticket Apps • Documentation • Feedback • Being Proactive

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Every organization is responsible for ensuring cyber security. The ability to protect information systems from impairment or theft is essential to success. Implementing effective security measures will not only offer liability protection; it will also increase efficiency and productivity. The Cyber Security course reviews what the different types of malware and security breaches are and teaches effective prevention methods. It covers the basic concepts associated with cyber security and what a company needs in order to stay secure. Topics Include: • Cyber security Fundamentals • Types of Malware • Cyber Security Breaches • Types of Cyber Attacks • Prevention Tips • Mobile Protection • Social Network Security • Prevention Software • Critical Cyber Threats • Defense Against Hackers

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Delivering constructive criticism is challenging for most people but if done correctly can provide great benefits to an organization. It provides the ability for management to nullify problematic behaviours and develop well rounded and productive employees. The Delivering Constructive Criticism course provides the tools to gain valuable knowledge and skills to assist with delivering feedback. It reviews when the appropriate time is for constructive feedback and what to do to ensure the behaviours are recognized and corrected. Providing timely and specific feedback shows an employee that management cares about them and will invest time and effort into their careers. Topics Include: • When Should Feedback Occur? • Preparing and Planning • Choosing a Time and Place • During the Session • Setting Goals • Diffusing Anger or Negative Emotions • What Not to Do • After the Session

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Hosting a Lunch and Learn session is a low-cost training option that provides an effective way to introduce a topic or give a small demonstration on a new product or service. Typically, Lunch and Learns are voluntary, therefore getting good attendance numbers can be challenging. The Lunch and Learn course offers quick and useful tools to not only tackle attendance issues but provides the knowledge needed to produce collaborative networking sessions leading to better best-practice sharing between teams. Topics Include: The Prep Work Creating the Content During the Session Food and Facilities Take Away Material Difficult Situations or People What A Lunch and Learn is Not Best Practices

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Developing a business environment that reflects a positive set of values and ethics can produce an increase in teamwork and loyalty. Creating a corporate behavior plan provides structure in an organization and defines expectations. This can open the door to better communication, team building and trust. The Developing Corporate Behaviour course provides the tools necessary to develop a better understanding of behaviour and how it applies to creating a solid corporate behaviour plan. It covers how to effectively implement the plan and the importance of auditing it. Having a plan in place creates accountability and can lower the number of workplace incidents. Topics Include: • The Science of Behaviour • Most Common Categories of Corporate Behaviour • Managerial Structure • Company Values and Ethics • Employee Accountability • Workplace Incidents • Designing and Implementing • Corporate Team Behaviour • Auditing Corporate Behaviour

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Children are known to have an innate creative ability but for some adults, this creativity can get lost along the way. Learn how to move out of the mundane, be more curious, engage, explore new ideas and recognize creativity to be ready when it happens. The Developing Creativity course provides the ability to identify how to remove barriers that block or limit creativity. Recognize what inspires creativity by learning to improve imagination, divergent thinking, and mental flexibility through mind mapping and individual brainstorming. Topics Include: • What is Creativity? • Getting Inspired • Beating Procrastination • Improving Your Creative Mind Set​ • Curiosity • Taking Risks • Thinking Like a Child • Environmental Factors • Individual Brainstorming

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Taking control over the emotions that shape our lives can have powerful effects. Emotional intelligence (EI) is the ability to recognize and manage our emotions, behaviours, and impulses, and apply this knowledge to the world around us. It encourages self-awareness, internal motivation, and the exploration of diverse perspectives. Through effective and authentic communication, emotional intelligence will create positive relationships within any organization. Emotional intelligence is a skill that can be developed to help you to maximize your personal and professional success. The Developing Emotional Intelligence course will provide the tools needed to gain control over emotions, navigate challenging situations, and communicate empathetically. With emotional intelligence, you can build a more happy and prosperous life. Topics Include: Introduction to Emotional Intelligence The Components of EI Tools to Gain Control Verbal Communication Skills Nonverbal Communication Skills Managing Relationships with Others Overcoming Obstacles Application to Business Practices Benefits of Being Emotionally Aware Making an Impact

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Becoming a new manager can seem like a daunting and challenging task to many. To overcome these hurdles, an environment where employees know what is expected of them must be created. The Developing New Managers course provides the tools to gain the support, best practices, and knowledge needed for managers to succeed. It helps companies develop well rounded, fair and confident managers and teaches how to identify prospective candidates in order to develop them for the best chance for success. Topics Include: Managers are Made, Not Born Creating a Management Track Defining and Building Competencies Managers Learn by Being Managed Well Providing Tools Providing Support Identifying Strong Candidates Early Clearly Defining the Management Track Empowering New Managers Providing Growth Opportunities

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The Digital Citizenship course provides the guidance needed in an ever-changing digital world. As our lives are lived more and more online, the need to translate our social skills into the virtual world is more important now than ever before. Digital Citizenship allows us to connect, collaborate, and share by using technology appropriately. In-person meetings are on the decline which makes it necessary to engage people digitally. Being a good digital citizen means you have a set of skills to work in the digital world. Topics Include: • What Is Digital Citizenship? • Being a Good Citizen • Best Practices for Sharing • Networking and Personal Branding ​ • Digital Security and Safety • Dealing With the Dark Side • Digital Etiquette

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Diversity and variety provide greater creativity and innovation and a richer employee experience. Understanding the various forms of diversity can help organizations to be more successful and offers benefits to both companies and employees. The Diversity and Inclusion course provides guidance on how to better manage diversity and recognize its benefits. It covers vital components on the concepts of diversity and teaches the implementation and development of policies that stop discrimination. Topics Include: Understanding Diversity Racial Diversity Employees with Disabilities Pregnant Employees Lactating Mothers Sexual Harassment Employees Over Age 40 LGBTQ Sensitivity Training Handling Diversity Complaints

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When you think of staff motivation, many things may come to mind: more money, a bigger office, a promotion, or a better quality of life. The truth is, no matter what is offered, true motivation must come from within. Regardless of how it is characterized, it is important to achieve the right balance in order to ensure a motivated workforce. The Employee Motivation course provides several types of tools to become a great motivator, including goal setting and influencing skills. Learn about five of the most popular motivational models and the steps needed to bring them together to create a custom program. Topics Include: A Psychological Approach Object-Oriented Theory Using Reinforcement Theory Using Expectancy Theory Personality’s Role in Motivation Setting Goals A Personal Toolbox Motivation On the Job Addressing Specific Morale Issues Keeping Yourself Motivated

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Employee Onboarding is a vital part of any company’s hiring procedure. Hiring, training, and bringing new employees on board is a huge investment. Proper onboarding assists newly hired employees with developing and keeping their skills where knowledge is better retained resulting in greater value for the company. The Employee Onboarding course helps with reducing costs related to employee turnover and teaches how to increase productivity and produce an engaged and skilled workforce. The new-hire phase is a critical time for any company and having a structured set of procedures produces a greater chance of success. Topics Include: Introduction to Onboarding Purpose of Onboarding Onboarding Preparation Onboarding Checklist Creating an Engaging Program Following Up with New Employees Setting Expectations Resiliency and Flexibility Assigning Work Providing Feedback

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Rewarding employees through various recognition programs is a fantastic investment. They have been shown to increase productivity, employee loyalty, and increased safety. Being appreciated reaps great rewards and praise and recognition are essential to an outstanding workplace and its employees. The Employee Recognition course will show how implementing even the smallest of plans can create value and how the cost of employee recognition is minimal in relation to the benefits that will be experienced. It provides the tools for creating programs that fit an organization and gives tips on how to maintain them and keep teams engaged.   Topics Include: The Many Types of Recognition Programs Designing Employee Recognition Programs How To Get the Buzz Out About Your Program It Starts from The Top! Creating A Culture of Recognition The Best Things in Life Are Free! A Small Gesture Goes a Long Way Pulling Out the Red Carpet The Don’ts of Employee Recognition Maintaining Employee Recognition Programs

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Recruitment is essential to the success of any business. Many companies simply wait for talent to come to them, advertising open positions and hoping that the right fit appears. Hiring the right employees can reduce training and turnover costs considerably. Having a great employee recruitment program is paramount to success! The Employee Recruitment course not only teaches how to recruit the right people but helps develop interview skills and how to actively seek out qualified candidates to find the best talent and increase retention results. Topics Include: Introduction to Recruitment The Selection Process Goal Setting The Interview Types of Interview Questions Avoiding Bias in Your Selection The Background Check Making Your Offer Orientation and Retention Measuring the Results

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The termination of an employee is never an easy task and should always be a last resort after all other avenues to improve performance have been covered. But sometimes, despite all attempts to retain an employee the person needs to be dismissed from the company. When this occurs, it is important to be skilled and prepared. The Employee Termination course covers the development of a core set of skills required when in an employee termination situation. It teaches the components of open communication and covers the factors involved in conducting a thorough dismissal process.     Topics Include: Performance Improvement Plan (PIP) Before Dismissal Employees Who Should Be Terminated Things to Consider When Setting Up the Termination Meeting The Correct Way to Terminate an Employee Employment Termination Checklist The Don’ts of Firing an Employee Conduct Effective Exit Interviews

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Entrepreneurship and entrepreneurs are an ever-growing segment of business world-wide.  The statistics for long-term success, however, are less than attractive; 85 percent of all small businesses fail within the first five years of operation. Successful entrepreneurs are required to discover new problems, reveal potential niche markets, rethink their original business plan, and be innovative. At times, this is contingent on being able to step outside one’s comfort zone. This 32-page scientifically developed assessment helps you determine your inherent entrepreneurial tendencies, motivations, and propensities. Thereby, increasing your chances of entrepreneurial success in this Two-Part assessment. This package includes the Entrepreneurial Style and Success Indicator Assessment, Report, and one-hour of live virtual coaching.  Success is not an accident. The information contained in Part One of this assessment will help you confirm and understand your Entrepreneurial Style and Preferences. In Part Two, you will rate yourself on 28 Success Factors present in research conducted on 4000 successful entrepreneurs. This assessment can assist you in doing the following: Determine your entrepreneurial strengths and preferences. Confirm how you will respond to stress, build teams, and act as a leader. Ensure you are in the right role to fit your style. Help you intentionally create a sustainable business model with the awareness of yours and your teams’ preferred styles. Help you select partners and team members who compliment you and address the gaps in your preferred operational style. Intentionally select the best entrepreneurial venture, role, and responsibilities for you. Recognize the potential consequences of gaps in your entrepreneurial success factors. Develop the mindset and character traits reflective of other successful entrepreneurs. Enhance the efficiency and effectiveness of your operations. Build the right team and select the right partners.

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Would you like to be your own boss? Have you ever dreamed of starting your own business? Don’t know what to do about your great business idea? If you have ever thought about these situations then you need the Entrepreneurship course! Being an entrepreneur can come with many risks. These risks are minimized and can help give you the edge to achieve your dream by learning about topics such as drafting a business plan, knowing your competition, and successful marketing. Topics Include: • Deciding on the Type of Business • What is the Market/Competition Like? • Basics Of Starting a Business • Creating a Business Plan • Getting Financing • Hiring Employees • Training Employees • Marketing the Business • Running the Business • Growing the Business

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Events do not just happen, they take time to plan, develop, and create. Hosting a great event means having excellent planning and administrative techniques. They are the basis of producing engaging events that leave a positive and lasting impression on each attendee. The Event Planning course explores ways to work with vendors, security, technicians, and wait staff. It touches on the various event types such as awards ceremonies, charity events, and business conferences to teach the skills required to pull off a successful event. Topics Include: Types of Events Brainstorming Types of Entertainment Support Staff Technical Staff Vendors Finalizing the Plan Administrative Tasks Getting Organized Post Event Activities

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Being an Executive or Personal Assistant is a unique position that requires a variety of skills. Whether you are updating schedules, making travel arrangements, minute taking, or creating important documents all must be done with a high degree of confidentiality. Confidentiality is one of the most important characteristics for every assistant. This course will show you what it takes to be a successful assistant by teaching what it takes to effectively manage a schedule, organize a meeting, and even how to be a successful gatekeeper. Being an Executive or Personal Assistant takes a special skill set and this course will provide the necessary tools. Topics include: Working with Your Manager Administrative Soft Skills Effective Time Management Meeting Management Tools of the Trade Being an Effective Gatekeeper Organizational Skills Confidentiality Guidelines Special Tasks

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Facilitation is often referred to as the new cornerstone of management philosophy. It focuses on fairness and creating an easy decision-making process. Creating a comfortable environment through better facilitation provides a better understanding of what a good facilitator can do to improve any meeting or gathering. The Facilitation Skills course can help with better decision making. It teaches what facilitation is all about, as well as provides tools that can be used to facilitate small meetings. A strong understating of how to command a room and dictate the pace of a meeting creates great facilitators. Topics Include: Understanding Facilitation Process vs. Content Laying the Groundwork Tuckman and Jensen’s Model of Team Development Reaching a Decision Point Dealing with Difficult People Addressing Group Dysfunction About Intervention Intervention Techniques

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As older workers delay retiring and younger workers are entering the workforce, the work environment has become a valuable patchwork of varying perspectives and experiences. While having various cultures in one workplace can present communication problems and conflicts, the benefits of such variety typically outweigh the challenges. The Generation Gaps course will help participants understand the various generations present at work and the value that ideas and suggestions from both young and older workers bring. Learning how to deal with the Generation Gaps at work can help an organization thrive in the marketplace creating better leaders and co-workers.  Topics Include: History Traditionalist Baby Boomers Generation X Generation Y (Millennials) Differentiations Between Generations Generation Z Finding Common Ground Conflict Management

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Goal Setting is an essential skill for completing more tasks and getting things done. Understanding goal characteristics, developing time management ability, and knowing what to do when setbacks occur is vital to being a better goal setter. The Goal Setting and Getting Things Done course will cover strategies to help deal with distractions and overcome procrastination. These skills will translate into increased satisfaction in both the professional and personal environment resulting in better productivity. Topics Include: Overcoming Procrastination Four Ps of Goals Setting Improving Motivation Wise Time Management Tips for Completing Tasks Increasing Your Productivity To-Do List Characteristics SMART Goals Mistakes Will Happen

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Being prepared for the inevitable situation of serving an unhappy customers can make all the difference in resolving issues and ensuring return business. Knowing how to build rapport, recognizing certain body language and knowing the steps to problem resolution are all important components of effectively handling difficult customers. The Handling a Difficult Customer course teaches stress management skills and covers both in-person and over the phone techniques. It reviews addressing complaints, the scenarios to be aware of and how to follow up properly to generate return business. Topics Include • The Right Attitude Starts with You • Internal Stress Management • External Stress Management • Transactional Analysis • Why are Some Customers Difficult? • Dealing with the Customer Over the Phone • Dealing with the Customer in Person • Sensitivity in Dealing with Customers • Scenarios of Dealing with a Difficult Customer • Following up With a Customer Once You Have Addressed Their Complaint

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