Ideal for the professional to enhance existing skills or learn new skills.
Technology driven call centers are one of the fastest growing business sectors in the global marketplace. Your call center cannot afford to have a negative impact on customers’ loyalty and satisfaction. This course has been designed to provide the frontline call center staff with the skills and techniques to recognize the scope of their impact on the business, learn how to communicate to avoid conflict, and how to create customer satisfaction by building trust. This course will provide situations detailing how to handle the difficult customer, problem solving, and decision-making skills.
After completion of this course, you will:
The world is not limited to your small living and working sectors. Instead, it has become a global environment. In order to succeed personally and professionally, it is important to have a sound background in different cultures, communication needs, and how to resolve conflict among differing cultures. You will also be afforded tips for conducting business or traveling among different cultures.
After completion of this course, you will:
Did you know that the Millenials are the fastest growing sector of the workforce today? If that is the case, then how can your baby boomer Manager learn to communicate with the rest of the team? This course will afford the student the skills to communicate more effectively with members of all generations. By learning effective communication skills between the generations, including how each generation views conflict, you will be able to more efficiently and effectively handle workplace disputes, as well as personal disputes.
After completion of this course, you will:
Whether you need to have a conversation with a subordinate, or having difficulty communicating in your personal life, this course will present you with skills to assist in having that difficult conversation you have been dreading. This course will examine how to handle and conduct difficult conversations; how to transform the negatives of “anger” to the positives of an agreement; practicing communication styles; and using role plays for learning effective communicating skills.
After completion of this course, you will:
This is the base course in the field of dispute prevention and resolution and will include basic instruction in negotiation, mediation, arbitration, and the dynamics of conflict. It examines the nature of disputes and the multiple sectors within which conflict occurs. This course will offer an introduction into the techniques that are available in dispute resolution skill learning.
After completion of this course, you will:
This course surveys the special characteristics of conflicts that are based on religion, ethnic, national, generational, or racial identity. Particular emphasis is placed on diversity and cross-cultural negotiations and mediations. Substantial cultural data will be provided to assist in resolving conflicts in an ever-increasing global environment.
After completion of this course, you will:
This course will provide you with the skills and techniques needed to maximize the efficiency of the team, avoid conflict through prompt resolution of disputes, and gain a better understanding of the core concepts and values responsible for teams. This course is essential for any Manager or Supervisor leading a team through downsizing or change management.
After completion of this course, you will:
This course is designed for Managers/Supervisors/Team Leads. This course will offer skills and techniques for avoiding conflict among team members through enforcement of accountability principles. Course content will also help participants understand how their roles relate to the roles of other team members to increase effectiveness in various situations. Through the accountability principles and techniques offered in this course, there will be fewer misunderstandings resulting from role conflict or role ambiguity.
After completion of this course, you will be able to:
Rumors are one of the greatest causes of disharmony among employees. They are particularly damaging to the climate and morale in the company. Rumors are started because they meet two basic human needs: (1) the need to explain events that are otherwise not understandable; and (2) the need to provide an emotional safety value for frustration or worries, or to feel self-important when there is a failure to recognize a person’s human qualities. This course will provide an introduction to learning key techniques in how to handle rumors and gossip in the workplace.
After completion of this course, you will:
To effectively manage conflict, there is a need for effective communication skills. You will be equipped with the best communication practices in order to develop business communication as a method of conflict prevention and resolution. You will be able to make better choices in your day-to-day communication and communicate more effectively, leading to a conflict free business arena.
After completion of this course, you will:
As today’s workplace continues to change and become more diverse, rules of conduct and how to resolve conflict become increasingly more important as a business and management strategy. This course will cover specific skills and techniques to be used to manage and prevent workplace disputes.
After completion of this course, you will:
Managers and Team Leaders can spend at least 20% of their time dealing with multiple conflicts and differences between people. This bundle of courses is designed to help participants work through conflict in the workplace more efficiently and confidently. You will gain valuable tools to use to deal with difficult behaviors, having that difficult conversation, and interactions that will improve productivity, performance, and morale in the workplace.
After completion of this course, you will be able to:
Today's workplace is becoming increasingly global in both physical location, as well as the cultural makeup of the workforce. It is important to have a sound background in different cultures, generations, and the communication needs of each group. Using the “Diversity and Generations in the Workplace” bundle of courses, your team will be better prepared to resolve cross-cultural disputes, conduct themselves more professionally in the global environment, and learn how to communicate with every generation that makes up your workforce.
After completion of this course, you will be able to:
The "Dissension in the Workplace" bundle of courses was terrific! Our management and team leaders will definitely benefit from taking these courses.
After completion of the Introduction to Conflict Dynamics course, I realized that my interest was piqued and I want to learn more. I have now registered for two more courses!
This is the base course in the field of dispute prevention and resolution and will include basic instruction in negotiation, mediation, arbitration, and the dynamics of conflict. It examines the nature of disputes and the multiple sectors within which conflict occurs. This course will offer an introduction into the techniques that are available in dispute resolution skill learning.
After completion of this course, you will:
As today’s workplace continues to change and become more diverse, rules of conduct and how to resolve conflict become increasingly more important as a business and management strategy. This course will cover specific skills and techniques to be used to manage and prevent workplace disputes.
After completion of this course, you will:
This course surveys the special characteristics of conflicts that are based on religion, ethnic, national, generational, or racial identity. Particular emphasis is placed on diversity and cross-cultural negotiations and mediations. Substantial cultural data will be provided to assist in resolving conflicts in an ever-increasing global environment.
After completion of this course, you will:
The world is not limited to your small living and working sectors. Instead, it has become a global environment. In order to succeed personally and professionally, it is important to have a sound background in different cultures, communication needs, and how to resolve conflict among differing cultures. You will also be afforded tips for conducting business or traveling among different cultures.
After completion of this course, you will:
Did you know that the Millenials are the fastest growing sector of the workforce today? If that is the case, then how can your baby boomer Manager learn to communicate with the rest of the team? This course will afford the student the skills to communicate more effectively with members of all generations. By learning effective communication skills between the generations, including how each generation views conflict, you will be able to more efficiently and effectively handle workplace disputes, as well as personal disputes.
After completion of this course, you will:
Rumors are one of the greatest causes of disharmony among employees. They are particularly damaging to the climate and morale in the company. Rumors are started because they meet two basic human needs: (1) the need to explain events that are otherwise not understandable; and (2) the need to provide an emotional safety value for frustration or worries, or to feel self-important when there is a failure to recognize a person’s human qualities. This course will provide an introduction to learning key techniques in how to handle rumors and gossip in the workplace.
After completion of this course, you will:
To effectively manage conflict, there is a need for effective communication skills. You will be equipped with the best communication practices in order to develop business communication as a method of conflict prevention and resolution. You will be able to make better choices in your day-to-day communication and communicate more effectively, leading to a conflict free business arena.
After completion of this course, you will:
This course will provide you with the skills and techniques needed to maximize the efficiency of the team, avoid conflict through prompt resolution of disputes, and gain a better understanding of the core concepts and values responsible for teams. This course is essential for any Manager or Supervisor leading a team through downsizing or change management.
After completion of this course, you will:
This course is designed for Managers/Supervisors/Team Leads. This course will offer skills and techniques for avoiding conflict among team members through enforcement of accountability principles. Course content will also help participants understand how their roles relate to the roles of other team members to increase effectiveness in various situations. Through the accountability principles and techniques offered in this course, there will be fewer misunderstandings resulting from role conflict or role ambiguity.
After completion of this course, you will be able to:
Whether you need to have a conversation with a subordinate, or having difficulty communicating in your personal life, this course will present you with skills to assist in having that difficult conversation you have been dreading. This course will examine how to handle and conduct difficult conversations; how to transform the negatives of “anger” to the positives of an agreement; practicing communication styles; and using role plays for learning effective communicating skills.
After completion of this course, you will: