Phone etiquette is a highly valuable tool to have in an employee's skill-set. Improving phone skills can increase confidence, improve sales, and help gain new customers. A more confident employee is also one that is happier, and happier employees will produce happier customers. The Telephone Etiquette course teaches the skills to increase productivity and improve performance. It covers recognizing the different skills used between inbound and outbound calls along with knowledge on how to deal with rude or angry callers. Topics Include: Aspects of Phone Etiquette Using Proper Phone Language Eliminating Phone Distractions Inbound Calls Outbound Calls Handling Rude or Angry Callers Handling Interoffice Calls Handling Voicemail Messages Methods of Training Employees Correcting Poor Telephone Etiquette

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Being a teleworker offers the advantages of a flexible schedule and no commute, and it can save both the employee and the company money. However, teleworkers or virtual employees have the challenge of not being in a centralized office which often requires a unique set of skills. Communication issues alone can add barriers to job performance. Being aware and recognizing the various influences on work productivity can be very effective in creating great teleworkers. This Telework and Telecommuting course provides the necessary tools to help with performance improvement, well-being and the additional skills needed to be successful in a work-from-home environment. Topics Include: • Core Skills Required • Self-Management • Time Management • Organization and Planning • Communication • Additional Challenges

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The meaning of Soft Skills can sometimes be difficult to describe. It can be a unique set of attributes or characteristics that facilitate great communication or it can be the special way that confidence is shown in a challenging situation. The Ten Soft Skills You Need course teaches how to identify these skill sets and provides ways to develop a core set of soft skills useful in both personal and professional environments. Topics Include: • What are Soft Skills? • Soft Skill 1: Communication • Soft Skill 2: Teamwork • Soft Skill 3: Problem Solving • Soft Skill 4: Time Management • Soft Skills 5 and 6: Attitude and Work Ethic • Soft Skill 7: Adaptability/Flexibility • Soft Skill 8: Self-Confidence • Soft Skill 9: Ability to Learn from Criticism • Soft Skill 10: Networking

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Cloud computing has become a vital component of businesses as technology becomes embedded in modern life. Every leader needs to understand cloud computing and how it operates as well as the potential dangers and pitfalls associated with it. Knowledgeable monitoring and maintenance can be the difference between the success and failure of a technology’s use. The Cloud and Business course offers specifics of how cloud computing can be a useful business tool. It provides a clear understanding of the technology in order to make effective decisions for customers and businesses. Topics Include: • The Cloud • Models for Business • Advantages • Address Risks • Security • Device Management • Service Oriented Architecture • Business Processes • Standards • Monitoring

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Personal time management skills are essential for professional success in any workplace. Those able to successfully implement time management strategies are able to control their workload rather than spend each day in a frenzy of activity reacting to crisis after crisis - stress declines and personal productivity soars! These highly effective individuals are able to focus on thosetasks with the greatest impact on them and their organization. The Time Management course will cover strategies to help learn crucial skills such as personal motivation, delegation skills, organization tools, and crisis management. Topics Include: • Discovering Your Productivity Rhythm • Managing Time with Goals • Prioritizing Your Time • Tackling Procrastination • Organizing Your Workspace • Delegating Made Easy • Setting a Ritual • Meeting Management • Dealing with Time Barriers • The Benefits of Good Time Management

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Learning how to sell successfully is done through developing the right skills. By learning to communicate with customers, build lead lists, and sell the company’s services with authority, anyone can be a successful sales person. The Top 10 Sales Secrets course teaches the specifics of how to develop the traits to be a successful sales person and how to build positive, long-lasting relationships with customers! Topics Include: Effective Traits Knowing Clients Product Leads Authority Building Trust Relationships Communication Self-Motivation Goals

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Deciding to attend a trade show is a large investment for any company and preparation is essential. Every person in a booth is an ambassador to the company. Trade show attendees usually plan a list of whom they're going to visit before ever entering the convention centre doors. The Trade Show Staff Training course provides the right tools to succeed. A successful trade show will benefit a company on many levels and it can cost half as much to close a trade show lead as it is to obtain new leads through other means. Topics Include: Pre-Show Preparation Booth Characteristics and Setup During the Show Qualifying Visitors Engaging the Right People The Rules of Engagement After the Show

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Whether you are preparing to be a professional trainer, or take part in conducting training occasionally as part of your job, having the skills, knowledge, and preparation to conduct effective training sessions is important.   The Train-The-Trainer course provides the necessary tools to help deliver engaging and compelling workshops by teaching skills such as facilitation, needs analyses, and managing tough topics to prepare for working in any training environment. Topics Include: Understanding Training and Facilitation Gathering Materials Creating a Lesson Plan Choosing Activities Preparing for the Workshop Getting off on the Right Foot Delivery Tips and Tricks Keeping it Interactive Dealing with Difficult Participants Tackling Tough Topics

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Ensuring that relationships are built on trust is important for every organization. Trust is not just something you say, it’s something you do. Promoting honesty and building trust throughout an organization shows there is investment and care in the wellbeing of others which can develop resilient, motivated teams. The Trust Building and Resilience course provides the skills needed to create an environment that is a safe place for everyone to work. It teaches the importance of gaining trust by giving trust, and the skills needed to develop positive relationships built on mutual respect and empowerment. Topics Include: Empowering Staff Transparent Communication Keeping Promises Personality Types Respect Stress Management Developing Positive Relationships Overcoming Adversities Change Acceptance/Management Staying Motivated

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Unconscious bias exists outside of your control and it may not match how you feel when you give conscious thought to the subject. These biases can greatly influence the day-to-day decisions that are made both at home and at work. The Unconscious Bias course introduces the ideas and techniques for defining and understanding various unconscious biases. It will show the effects that these biases have on the culture and business practices of a company and covers the steps to introduce a successful unconscious bias training program in an organization. Topics Include: What is Unconscious Bias? Types of Unconscious Bias Effects on Company Mitigating Unconscious Bias Training Promoting Inclusion Benefits Handling Complaints

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The importance of safety cannot be overstated and every organization is responsible for the safety of employees while they are working. Understanding universal safety practices and how to implement them keeps employees protected while ensuring the company’s financial security. The Universal Safety Practices course teaches these tools and covers how safety affects employee engagement as well as the bottom line. It reviews the reasons that an unsafe work environment cannot be ignored and provides the tools necessary to ensure proper monitoring. Topics Include: The Importance of Safety Fire Risk Sound Chemical and Electrical Hazards Ergonomics Workplace Violence Transportation Machinery Safety Program Monitoring

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The number of virtual workers is expected to continue climbing well into the future. Virtual workers allow for a global workforce for many organizations and it can provide a cost effective and talented pool of employees to draw from. Virtual teams have the typical issues of a localized team, but they can come with the additional challenges of distance and cultural differences. The Virtual Team Building and Management course provides the knowledge necessary to work with these challenges and succeed in a growing global workforce. Topics Include: Setting Up Your Virtual Team Virtual Team Meetings Communication Building Trust Cultural Issues Succeeding with a Virtual Team Dealing With Poor Team Players Choosing the Right Tools

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Having females in positions of leadership can attract a more diverse workforce which helps to influence the career advancement of other women and impact changes in workplace policies in ways that benefit both men and women. Understanding the leadership gap, vital leadership traits, and how to overcome various barriers is key to understanding the impact women in leadership are having. The Women in Leadership course teaches how women are changing the workforce. Gain new perspectives and learn the benefits that can come from hiring and supporting women to be promoted to higher positions. Topics Include: • Women and the Workforce • The Leadership Gap • Barriers to Women’s Leadership • Traits of Women’s Leadership • Benefits of Women’s Leadership • Nurturing Women’s Leadership • Actively Recruit Women • Create/Encourage Women's Networking Opportunities • Pair Women with Mentors • Create and Encourage Educational Opportunities

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Having a balance between work and home life can be a challenge. With this challenge comes great rewards when it is executed successfully. Better time management and becoming healthier both mentally and physically can help in working less and producing more. The Work-Life Balance course shows how to focus on the important things, set accurate and achievable goals, and communicate better with peers at work and family at home. Topics Include: Benefits of a Healthy Balance Signs of an Imbalance Employer Resources Tips in Time Management Goal Setting Optional Ways to Work At Work At Home Stress Management Working in a Home Office

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Level 1 - 5 Courses Telework and Telecommuting Digital Citizenship mLearning Essentials Telephone Etiquette The Cloud and Business Level 2 - 10 Courses Virtual Team Building and Management High Performance Teams Remote Workforce Cyber Security Creating a Great Webinar Personal Productivity 

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Training on preventing bullying at work is crucial in creating a workplace that is inclusive and safe for all involved. Each company has a responsibility in helping to prevent bullying and to understand the effects it has on the work environment.  The Workplace Bullying course will review the necessary steps for employees to take when witnessing bullying and covers what should take place when it is determined that a bullying situation has occurred. It provides the tools to implement effective training and ways to monitor it in the workplace. Topics Include: What Is Workplace Bullying? Why Does One Bully? Effects on Employees Effects on Company Company Policy Training Company Responsibility Being Bullied Someone Else Being Bullied Company Address

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With more and more businesses having a global presence, improving diversity knowledge is a required component of every company. Learning how to use strategies to be proactive and remove barriers encourages diversity in the workplace and community. The Workshop Diversity course teaches what diversity is and how it can create a more dynamic environment. It reviews how to use active listening skills and how to employ effective questioning techniques to improve communication and remove diversity barriers. Topics Include: Understanding Diversity Understanding Stereotypes Breaking Down the Barriers Verbal Communication Skills Non-Verbal Communication Skills Being Proactive Coping with Discrimination Dealing with Diversity Complaints as a Person Dealing with Diversity Complaints as a Manager Dealing with Diversity Complaints as an Organization

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Harassment can be based on a variety of factors such as race, sex, and disability and engaging in or not properly managing harassment situations can have legal ramifications for an organization. The Workplace Harassment course provides the tools to recognize harassment when it occurs. It covers the rights and responsibilities of an individual and helps to create a safe environment for all through recognition, identification and exercising anti-harassment policies. Topics Include: The Background Developing an Anti-Harassment Policy Policies in the Workplace Proper Procedures in the Workplace False Allegations Other Options Sexual Harassment Mediation Conflict Resolution The Aftermath

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Workplace harassment must be identified, discouraged, and prevented in order to keep a hostile work environment from developing. Left unchecked, harassment can escalate into violence. Workplace violence and harassment training is essential to the safety of all employees. In order to prevent workplace violence, it is essential to be familiar with the warning signs. The Workplace Violence course teaches how to recognize certain behaviours, and how to lower the risk of escalated situations. It helps identify the warning signs as well as provides coping and response tools in the event of an incident. Topics Include: What is Workplace Harassment? Identifying The Bully How to Handle Workplace Violence Risk Assessment Being the Victim Checklist for Employers Interview Process Investigation Process Developing a Workplace Harassment Policy

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