Learn Conflict Management Strategies

It's not just individuals who face unconscious biases in the workplace; teams and organizations can also operate with shared institutionalized biases. Ensuring a diverse workplace requires actively participating in and advocating for DEI supports. In this course, you'll learn about the power of inclusion and how to support DEI at work. You’ll also learn the basics of inclusive recruitment and hiring, and what it looks like when a company supports inclusion from onboarding through to retirement.

Everyone could benefit from a boost in creativity. Whether you're in marketing and advertising, management, or software development, all professionals need to be able to come up with original ideas and think outside the box every now and then. But sometimes the pressure to think creatively is the very thing that blocks the flow of fresh ideas and results in the type of procrastination that is an obstacle to efficient time management. This course focuses on the relationship between procrastinatin

Creating your own leadership development plan is a significant part of any successful and valuable leadership development strategy. This plan will help ensure you remain focused on what is required to continually grow and develop as a leader. In this course, you'll learn about how to assess yourself as a leader, establish a vision for the future, and identify obstacles to that vision. You'll also learn about practical approaches for setting objectives, identifying appropriate actions, and sustai

Innovating is the only way to adapt and keep speed with the pace of change in today's business world. Building and supporting an innovative culture is the responsibility of leaders and employees across organizational hierarchies and is aided by an effective change management process. In this course, you'll learn about business innovation cultures and types of innovation leadership. You'll also learn about the importance of experimenting, managing change, and executing a project. Finally, you'll

Today there are more communication methods than ever before. Choosing the right method for the situation can have a huge impact on how your method is received. The further you stray from communication methods that are rich in personal attributes, the more likely it will result in a one-way communication. In this course, you'll learn how to select the best communication methods to convey your intention and target your audience. By doing so, you improve the odds of getting your message across and

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting

Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude

The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read cus

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective manner to succeed. This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You'll also learn how to provide accurate documentat

In this course, you will learn techniques for developing a team of “creative gurus” – team members who excel at generating innovative ideas. You will learn ways to assemble your team, generate creative ideas, overcome barriers to team creativity, and foster a creative workplace.

Developing emotional intelligence is a key to successful leadership. Leaders with a strong mixture of emotional awareness, self-management, and social skills are able to relate better to those around them. Emotionally intelligent leaders navigate relationships more effectively and are more likely to be successful in their personal and professional lives. This course provides an understanding of why emotionally  intelligent leadership is important. It also provides practical, positive techniques

Business acumen is a difficult to define combination of forethought, creativity, and agility that is a key factor in setting successful business professionals apart from their less accomplished peers. But it doesn't just come from experience. It has to be cultivated and nurtured. In this course, you'll learn how developing professional acumen enhances your leadership, communication, and decision-making skills. And further, you'll learn that influences your company's competitive advantage and

High expectations are often placed on a new manager. Along with these expectations comes the pressure to prove you are capable of being the boss and managing people effectively. When managing for the first time, establishing credibility early and building new working relationships can go a long way in helping you succeed in adjusting to your new responsibilities. This course describes ways to manage former colleagues effectively and establish credibility as a first-time manager. You'll also lear

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement

Monitoring and assessing your own progress as you develop is vital to ensure growth and overall success as a leader. In this course, you'll learn about techniques leaders can use to carry out a self-assessment, such as reflective journaling, surveys and checklists, and 360-degree feedback. You'll also learn ways to increase your motivation and manage your own learning by creating a leadership development plan.

Successful teams are characterized by having a clear direction, trust among team members, effective communication, and a clear process for managing team conflict. The survival of a team depends on a leader who can quickly recognize team conflict, diagnose its cause, and implement conflict resolution strategies. In this course, you'll learn about what causes conflict on a team and the important role of healthy communication in handling conflict. You'll discover best practice approaches to dealing

An organization's social and political landscape can provide opportunities for positive leadership, influencing others in order to accomplish team and company goals.In this course, you will discover methods and strategies for effectively influencing a team to accept your ideas. You'll be introduced to the importance of political awareness and the essential skills involved in utilizing positive influence, while avoiding the negative, when persuading others. You'll also have an opportunity to prac

Motivation drives people to take action. Without proper motivational leadership, things simply would not get done. As a leader, your capacity for motivating plays a key element in the success of your team and your organization. This course provides you with an understanding of why motivating leadership strategies are important and offers practical techniques for encouraging team motivation.

There are many parts of the brain that have not changed much since the time of our earliest ancestors. We are still wired to respond automatically when we're afraid, threatened, disgusted, surprised, or happy. But we've come a long way in our development and understanding of non-verbal communication mechanisms. In this course, you’ll learn how our attitude and tone, as well as body language such as posture, gestures, and facial expressions, can have significant impact on the way we communicate.

In this course, you'll consider how you're spending your time now and what techniques you can use to spend it more wisely and productively. You'll learn to block the time stealers that interfere with your productivity, use to-do lists and schedules to organize your time and tasks, and develop a regular habit of checking in with your plans to make sure you're getting them done.

Any organization, regardless of its size, industry or location, is made up of people – people who interact on a daily basis, and not always without incident. Developing emotional intelligence within the organization is a key factor in ensuring that these relationships run smoothly. This is especially true of leaders, who must provide an example of how to behave in group settings. In this course, you’ll learn how building emotional intelligence, or EQ, can improve team or group interactions. You’

As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.

A positive workplace is paramount to your organization's long-term success. As a manager, you play a key role in establishing a positive work culture, and noticing when negativity takes the place of positivity. As a leader, you can foster a positive work environment by communicating honestly, respecting, supporting, and engaging others, and maintaining a good attitude. This course will introduce you to best practices for creating a positive work environment. You'll learn the benefits of establis

An engaged workforce creates a positive work environment that boosts productivity, encourages creativity, and helps you engage and retain talented employees. This in turn will make your organization more profitable and innovative, and will strengthen your employees’ work ethic. In this course, you'll learn about the benefits of engaging your workforce and of establishing a positive work culture. You'll learn how to recognize common qualities of engaged employees, understand what drives employee

If your organization creates a positive learning culture that focuses on developing people, it will not only weather difficult times better than most, but will flourish in an ultracompetitive global market. In this course, you’ll be introduced to organizational learning and its benefits to your organization. You'll examine the role of training, knowledge management, and technology in developing employees, and learn about the pivotal role of the continuous learning. By exploring the essential ele

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating

Micro-behaviors are a macro problem. Dr. Alvin Poussaint described the cumulative impact of micro-aggressions as “death by a thousand nicks.” Subtle acts of exclusion – often unconscious – left unchecked will take a toll on your employees. These subtle forms of bias and discrimination often leave people frustrated and lead to decreased productivity. In this course, you'll learn to recognize the characteristics of the different types of micro-behaviors and how to decode the messages they send. Yo

When goals and targets seem to shift daily and there’s never enough time to get everything done, it’s hard to achieve goals consistently. Good time management will help you work smarter – not harder – so that you get more of the important things done in less time. The first step in working smarter is making sure you’re going in the right direction. In this course, you'll learn how to accomplish more through effective time management. You’ll learn why it's important to align your goals with your

"Successful leaders strive to communicate a sense of vision with integrity, building trust as both an individual and as a visionary leader. This course provides a general introduction to visionary leadership, including its nature and its purpose. You will be guided through numerous techniques and methods for a leader to successfully communicate vision, such as personalizing and multiplying a clear message, communicating enthusiasm in an authentic way, and making the organization's vision the emp

There is a science behind communication, including how we react neuro-physiologically to others – through verbal communication such as their words and tone, as well as the non-verbal communication of their actions and body language. There's also an art to communication, allowing your authentic self to shine through and allowing the exchange with another person to unfold naturally. In this course, you’ll learn about the art and science of communication. You’ll explore techniques for connecting w

Even if you know what's important to do, losing focus can stop your progress. No matter who you are or what job you do, focusing at work can be hard. Even with great schedule management and organizing skills, it's easy to get off track if you're not careful. In this course, you'll learn how to stay focused and stay on top of your schedule. You'll learn strategies for dealing with focus challenges and distractions at work. You’ll also find out how to beat fatigue, manage your time, and decline wo

The first-time manager often doesn't realize how much their new role differs from that of an individual contributor. They may have misconceptions about what being a new boss entails, and be surprised to learn that the skills and methods required for success as an individual contributor and those needed for success as a new manager are very different. This course describes some of the myths about managing people and their corresponding truths in order to clarify what a new leader really does. It

You may have a strong sense of your priorities, an organized desktop, and a well-planned routine, but none of that will get the job done. Now it's up to you to focus – and do it. Many challenges will arise that threaten your focus: distractions, messages, drop-in visitors, competing tasks; not to mention internal saboteurs like temptation, multi-tasking, and procrastination. Any of these can derail your attention and deplete your time, leaving you feeling ineffective and overwhelmed. How do you

Women face unique challenges in the workplace, including the difficulty in balancing work and family. Their experience in running both a family and a career also provides them with unique value and perspective. In this course, you'll learn how to conquer some of the challenges of career and family, including building a support system, overcoming the perfection mindset, and reframing your limiting beliefs.