Business Writing

Word Power: Three Sessions to Better Business Writing

Format: Multi-Session Virtual Classroom Course

This business writing course for remote teams consists of three two-hour modules. Attendees will learn how to determine what their readers need to know, how to plan a document, the basic rules of grammar and punctuation, and editing tools and tips they can apply to their writing. Organizations may purchase the modules individually or as a series.

Writing Stronger Narratives

Mastering Messaging: Skills for Creating Concise and Complete Emails, Documents, and Presentation Narratives

Format: Multi-Session Virtual Classroom Course

Poor documents and bad presentations often start with poor thinking. The logic starts on the wrong foot and doesn't improve from there. This course is designed to help participants create stronger business narratives. Write better emails, documents, reports, and slide decks after participating in this hands-on, three-part virtual training session.

Minute Taking

Making Minutes Meaningful: How to Take Great Notes Without Going Nuts

Format: Virtual Classroom Course, Multi-Session Virtual Classroom Course

In both formal and informal meetings, someone is usually responsible for documenting conversations and creating formal minutes or follow-up notes. Few people look forward to wearing the minute-taker’s hat. Determining what to write and how to write it can be hard work! This course aims to make the process easier. The program covers a range of best practices and offers concrete suggestions for capturing what matters in meetings.

Email Etiquette

Email Etiquette: Correct Correspondence Online

Format: Virtual Classroom Course

Improve your team’s understanding of email etiquette during this instructor-led virtual classroom course. This web-based program covers the fundamentals of good business writing and the rules associated with creating professional email messages. The program addresses using basic courtesies, choosing a meaningful subject line, putting the core of the message up front, avoiding common mistakes, and complying with laws surrounding the use of email in the workplace.

Train-the-Trainer Fundamentals

Teaching Fundamentals: Adult Learning and the Training Facilitator’s Many Hats

Format: Virtual Classroom Course

Great training starts with a solid foundation. From applying adult learning principles to understanding the many hats successful trainers wear, this fundamentals course will begin to prepare anyone who teaches adults. For a customized and robust learning experience, pair this workshop with others in our virtual courses catalog.

Workshop Engagement Skills

Choreographing Success: Engagement Skills for Classroom Trainers

Format: Virtual Classroom Course

The content may be boring, dry, and dull, but that's no excuse for delivering a course that's blah, bland, or bad. Learn how to engage in the classroom during this online instructor-led training course. In this workshop, you will discover how to transform lecture-based into material that is participant centric, hands on, and something participants don't dread.

Training Design Fundamentals

Training Design Fundamentals: Laying a Solid Foundation

Format: Virtual Classroom Course

Learn the fundamentals of training design during this online workshop. During this program, you will learn when training is a good answer and when it's not, how to write learning objectives, how to chunk content, and how to determine if your program has enough hands-on exercises and activities. This course works well on its own and as part of a train-the-trainer series.

Virtual Training Delivery Skills

Mastering the Virtual Classroom: Skills for Delivering Effective Distance Learning

Format: Virtual Classroom Course

Virtual training is different from traditional classroom delivery. The rhythm isn't quite the same, the distractions are often greater, and the training facilitator needs a deeper and wider bag of tricks to keep an online group engaged. This program focuses exclusively on the skills trainers working virtually need to keep participants learning and actively participating online.

Classroom Management Skills

Dynamic Delivery: Confidence and Control in the Classroom

Format: Virtual Classroom Course

Generating buy-in, appearing confident and in control, and managing participants are just some of the skills you will learn in this online train-the-trainer course. The program is instructor led and designed for anyone who wants to learn subtle techniques for working with adults in a classroom setting. This course can stand on its own, or you can group it with others to create a tailored train-the-trainer series.

Customizing Off-the-Shelf Content

From Blah to Brilliant: Techniques for Sourcing, Modifying, and Energizing Off-the-Shelf Content

Format: Virtual Classroom Course

Learn how to create and customize training from procedures, policies, user manuals, and off-the-shelf libraries during this online train-the-trainer workshop. This course can stand alone, you can combine it with others in this directory for a more comprehensive training experience.

Training Activity Design

Serious Play: Using Toys, Games, and Activities in Participant-Focused Training

Format: Virtual Classroom Course

Effective training courses are typically interactive training courses that engage participants' heads and hands. This web-based program reviews a range of tools, tips, and tricks instructional designers can use to make their workshops active. The session addresses such topics as when to use activities and games, the importance of movement, why manipulatives are often more effective than lists, creative ways to use words, and techniques for incorporating traditional or repurposed games into a curriculum.

Accelerated Learning and Brain Science

Brain Science Basics: Tactics for Transforming Training to Leverage How People Learn

Format: Virtual Classroom Course

Learning is not a passive activity, but unfortunately, a great deal of material exists that assumes the opposite. This course explores the idea of active learning and how the brain best absorbs and retains information. During the program, participants will learn the basics of brain science in adult learning, accelerated learning principles, and specific actions they can take to organize information for better retention.

Web-Based Training in Adobe Connect

The Virtual Virtuoso: Designing and Leading Dynamic Web-Based Training

Format: Virtual Classroom Course

Designing training for web-based delivery has challenges specific to the virtual classroom. This course addresses best practices for creating interactive web-based training. The program covers basic principles of adult learning, techniques for reducing multitasking, tactics for engaging learners and encouraging participation, tips for selecting the right content, ideas for creating engaging activities, and resources for finding strong graphics.

Converting In-Person Training to Virtual Delivery

Transform!: Converting In-Person Training Programs and Presentations to the Virtual World

Format: Multi-Session Virtual Classroom Course

"The program was great in the classroom. Online? I just don't see how we can pull it off." While it's true that not every topic or classroom activity lends itself to the virtual classroom, there are steps presenters and training facilitators can take to communicate the essence of their offline programs in a virtual environment. This workshop introduces a host of tools and techniques to transform materials so they work in a virtual format. Participants should be prepared to share their existing materials and to apply the concepts discussed to them.

Training Skills for On-the-Job Trainers

The Successful One-on-One Trainer: Skills for Effective Knowledge Transfer on the Job

Format: Multi-Session Virtual Classroom Course

This virtual train-the-trainer course for on-the-job trainers covers the fundamentals anyone training someone else one on one should know. The three-part program addresses adult learning, skills for breaking processes into manageable steps, the hats on-the-job trainers wear, interpersonal skills, learner engagement, training plants, learner proficiency, and troubleshooting skills.

Training Skills for Non-Trainers

The Inadvertent Trainer: Training Skills Who Unexpectedly Find Themselves Responsible for Teaching Others

Format: Multi-Session Virtual Classroom Course

This three-part, instructor-led, online workshop is designed to quickly upskill people with no formal training background. During this fast-paced course, we will cover the nuts and bolts of adult learning, introduce several practical frameworks, and discuss tactics for facilitating training efficiently.

Sales and Selling Skills

Getting Your Ducks in a Row: Consultative Service and Selling Skills

Format: Multi-Session Virtual Classroom Course

This consultative service and sales course is designed for people who wish to improve their service and sales skills. The program consists of six instructor-led sessions. Topics include understanding trust and how to leverage it for stronger sales and better service, using questions to uncover needs, listening to what’s said and what isn’t said, overcoming objections, providing service recovery and handling difficult situations, and managing time for efficient and effective service and sales. Between each segment, participants receive a homework assignment to complete before the following session.

Chat Selling Skills

Chat Selling Skills: Fundamentals for Typing Your Way to Better Sales

Format: Virtual Classroom Course

A chat agent's ability to connect with customers can mean the difference between making online sales and not. This web-based sales training program addresses the fundamentals of selling via the chat channel. During the program, participants will learn how to start a conversation, read people styles, and drive toward the next stage of the sales process.

Basic Time Management

Tackling Time Management: Productivity Fundamentals

Format: Virtual Classroom Course

This virtual classroom session covers the fundamentals of time management and specific solutions to common problems people face when making choices about where they focus at work. The program is interactive, engaging, and zeros in on the fundamentals anyone with a job should understand.

Time Management

Productivity Basics and Beyond: Time Management Tactics for Getting the Right Things Done

Format: Multi-Session Virtual Classroom Course

Solid time management skills are the key to getting the most out of the day. This course discusses the importance of focus and making good choices. It also addresses goal setting and the value of thinking strategically about tasks. Upon request, we can easily tailor this course to address the specific concerns a group may have about how they do their work and solutions to their time management and productivity challenges.

Time Management for Managers

Rock the Clock: Time Management for Managers and Supervisors

Format: Virtual Classroom Course

Managers and supervisors face a range of time management and productivity challenges specific to those in leadership roles. This web-based course addresses those issues. The program covers such topics as thinking strategically about time, balancing management functions with everyday work, choosing the right tasks to delegate and monitoring what’s assigned, and evaluating progress against long-term goals. As with many of our productivity courses, we can tailor a session to meet needs specific to a group in advance if concerns are shared up front.

Meeting Management

Meeting Management Fundamentals: How to Run a Successful Group Discussion

Format: Virtual Classroom Course

Poorly run meetings cost organizations thousands even millions of dollars each year. Dysfunction leads to morale problems, poor decisions, and a host of other issues that prevent a group from performing at its best. This course covers the fundamental skills needed to plan and facilitate productive group discussions: creating an agenda; selecting the right place, time, and people; managing participation; and troubleshooting common problems.

Virtual Meeting Management

Discussions at a Distance: Best Practices for Better Virtual Meetings

Format: Virtual Classroom Course

Meetings, meetings, and more meetings! They're not always productive when they're in person, and without training the problem rarely improves when meetings move to a virtual format. This online instructor-led course focuses on best practices for running and participating in virtual meetings. The training workshop is suited for people in charge as well as those who do not have an active leadership role in the meetings they attend.

Minute Taking

Making Minutes Meaningful: How to Take Great Notes Without Going Nuts

Format: Virtual Classroom Course, Multi-Session Virtual Classroom Course

In both formal and informal meetings, someone is usually responsible for documenting conversations and creating formal minutes or follow-up notes. Few people look forward to wearing the minute-taker’s hat. Determining what to write and how to write it can be hard work! This course aims to make the process easier. The program covers a range of best practices and offers concrete suggestions for capturing what matters in meetings.

Growth Mindset

Adopting a Growth Mindset for Greater Accountability and Group Performance

Format: Virtual Classroom Course

This online workshop introduces the benefits of a growth mindset and actions people can take to achieve one. It is an excellent starting point for companies, departments, or teams eager to explore the concept and take steps toward becoming a learning team.

Mindfulness and Resiliency

The Bounce-Back Mindset: Tools and Tips for Building Resilience

Format: Virtual Classroom Course

Why is it that some people seem to handle change easily, bounce back from disappointment, and thrive, despite the chaos and uncertainty that surrounds them? These people know and practice tools of resilience. During this hands-on, instructor-led webinar, participants will learn methods and strategies for putting their best foot forward and thriving when facing times of change.

Stress Management

Harnessing the Power of Healthy Habits: Tips and Tricks for Managing Everyday Stress

Format: Virtual Classroom Course

It’s impossible to go through life without encountering stress at some point. The key to surviving the experience is knowing how to deal with tension, anxiety, and discomfort. This web-based stress management program explains stress, describes its positive and negative impact, offers tools for handling what can be controlled, and suggest coping skills for managing factors that can’t or won’t change. Upon request, we can tailor this course to specifically address any workplace stressors shared in common by the participants.

Delegation Skills

Delegation Fundamentals: Success Strategies for Assigning Tasks to Others

Format: Multi-Session Virtual Classroom Course

Managers who know how to delegate develop their people and get more done. Unfortunately, many people in supervisory roles don't delegate as well or as often as they should. This course aims to change that. Taught in two segments, this instructor-led program addresses the who, what, how, when, where, and why of delegation. By the end of the workshop, those who attend should have a stronger knowledge of what it takes to get delegation right.

Teleworking Strategies

Remote Control: Teleworking Know-How Made Easier

Format: Virtual Classroom Course

Learning to telework effectively takes time and practice. Getting organized, developing strong habits, staying connected with coworkers, and remaining engaged require deliberate work. This webinar suggests ideas for accomplishing all of those activities and more.

Managing Teleworkers

The Long-Distance Manager: Skills for Supervising Teleworkers, Telecommuters, and Other Decentralized Employees

Format: Virtual Classroom Course

Managing employees takes work, and it's even more of a challenge when people are not located in the same place. This interactive webinar is designed to give participants the skills they need to successfully manage teleworkers and other decentralized employees. During the program, participants will learn how to supervise without micromanaging, how to model desired behaviors, how to create a communication plan, and how to increase collaboration and build a sense of team.

Better Virtual Meetings with Zoom

Zero in on Zoom: Engagement Skills for Better Virtual Meetings

Format: Virtual Classroom Course

Learn how to conduct better meetings during this interactive session on using the Zoom meeting platform. During this session, participants will discover how to organize information, communicate meeting goals, use engagement tools, and drive conversations forward using focusing language, pattern interrupts, and other techniques.

Presentation Design

Better Thinking, Better Slides: Tactics and Tips for Designing Stronger Presentations in Less Time

Format: Virtual Classroom Course

A good presentation starts with good thinking and strong design. This course focuses exclusively on the skills needed to craft a narrative to address an audience's needs while saving time in the process! Topics include audience analysis, purpose finding, timeline management, narrative identification, design best practices and tools for better thinking.

Presentation Delivery Skills

Platform Power: Delivering Dynamic Presentations Onstage and Online

Format: Virtual Classroom Course

Learn stronger presentation skills during this virtual presentation skills course. Whether you typically deliver content in person or online, this program will help you develop skills to appear confident and control while speaking to others. Discover tips for creating strong introductions, transitions, and conclusions. Learn methods for leveraging statistics, stories, examples, and analogies. Identify ideas to encourage and audience to engage with you and the content you present.

Presentation Fundamentals

Tighter Talks: Fundamental Strategies for Streamlining Content and Delivering Stronger Presentations

Format: Virtual Classroom Course

Give us two hours, and we will share a host of best practices for designing and delivering stronger presentations. The course covers the fundamentals of analyzing an audience, finding a core message, organizing supporting information, and delivering content with passion. The program is ideally suited for groups seeking a short survey course and organizations who wish to offer presentation skills as part of a larger conference program.

Virtual Presentation Skills

Slides, Camera, Action: Skills for Giving Better Virtual Presentations

Format: Virtual Classroom Course

Although no longer new territory for many presenters, the virtual world presents a set of challenges that can take months or even years to master. This virtual presentation skills course can flatten the learning curve and accelerate the time it takes to feel comfortable making presentations online. The course can stand on its own or be combined with one or more of our other virtual programs for a more comprehensive offering.

PowerPoint Fundamentals

Power Pointers: Tips and Tricks for Designing Better Slide Presentations

Format: Virtual Classroom Course, Multi-Session Virtual Classroom Course

Learn the skills needed to create a strong presentation narrative and the slides to support that story during this online PowerPoint course. The program is instructor led and uses the participants' templates and samples as the opportunity allows. The course consists of one or two sessions depending on the needs of the group. By the end of this workshop, participants should have a range of tools and ideas to make their future presentations stronger.

Technical Presentation Skills

Connecting the Dots: Creating and Presenting Strong Technical Narratives

Format: Multi-Session Virtual Classroom Course

Learn how to present complex information to technical and non-technical audiences alike during this three-segment technical presentation skills course. Taught online by an instructor, the program addresses both technical presentation design and delivery. By the conclusion of the workshop, participants should have a clear idea as to how they can deliver more effective technical presentations.

Presenting to Executives

Sound Bites: Presenting to Executives

Format: Multi-Session Virtual Classroom Course

A senior executive’s most precious resource is time. For presenters, that means every second with this audience counts. This two-part virtual training course covers tactics and tools for effectively communicating with people in charge. The four-hour program can be run on the same or separate days.

Client Presentation Skills

Designing On-Target Client Presentation: Generating Buy-In, Adding Value, and Moving Business Forward

Format: Virtual Classroom Course, Multi-Session Virtual Classroom Course

Learn how to think through and design stronger presentations for clients and customers during this two-hour course. Instructor led, and taught online, the program teaches participants how to anticipate a client's needs, how to find a compelling story, and how to organize information in such a way that it positions you and your work in the best light.

Writing Stronger Narratives

Mastering Messaging: Skills for Creating Concise and Complete Emails, Documents, and Presentation Narratives

Format: Multi-Session Virtual Classroom Course

Poor documents and bad presentations often start with poor thinking. The logic starts on the wrong foot and doesn't improve from there. This course is designed to help participants create stronger business narratives. Write better emails, documents, reports, and slide decks after participating in this hands-on, three-part virtual training session.

Virtual Testimony

Hear This: Skills for Giving Virtual Testimony and Online Presentations

Format: Virtual Classroom Course

For people used to meeting with lawmakers in person, the switch to the virtual world can be intimidating and confusing. Are people paying attention? Is the message getting through? Is the camera in right place? The questions are endless. This course aims to answer many of them and to provide concrete advice for developing content that's virtual friendly and delivering in a way that says passionate, confident, and in command of the material.

Better Virtual Meetings with Zoom

Zero in on Zoom: Engagement Skills for Better Virtual Meetings

Format: Virtual Classroom Course

Learn how to conduct better meetings during this interactive session on using the Zoom meeting platform. During this session, participants will discover how to organize information, communicate meeting goals, use engagement tools, and drive conversations forward using focusing language, pattern interrupts, and other techniques.

Web-Based Training in Adobe Connect

The Virtual Virtuoso: Designing and Leading Dynamic Web-Based Training

Format: Virtual Classroom Course

Designing training for web-based delivery has challenges specific to the virtual classroom. This course addresses best practices for creating interactive web-based training. The program covers basic principles of adult learning, techniques for reducing multitasking, tactics for engaging learners and encouraging participation, tips for selecting the right content, ideas for creating engaging activities, and resources for finding strong graphics.

Virtual Meeting Management

Discussions at a Distance: Best Practices for Better Virtual Meetings

Format: Virtual Classroom Course

Meetings, meetings, and more meetings! They're not always productive when they're in person, and without training the problem rarely improves when meetings move to a virtual format. This online instructor-led course focuses on best practices for running and participating in virtual meetings. The training workshop is suited for people in charge as well as those who do not have an active leadership role in the meetings they attend.

Negotiation

Let’s Make a (Good) Deal: Skills for Negotiators

Format: Multi-Session Virtual Classroom Course

This negotiation course is designed specifically for people who buy or sell as part of their workplace responsibilities. The program consists of six instructor-led sessions. Topics include understanding what you have, what you want and what’s important; negotiation styles and people styles; the negotiation framework; negotiation vocabulary; persuasion techniques; questioning and probing skills; negotiation tactics; and follow-up and account maintenance. Between each segment, participants will have a practical homework assignment.

Influencing Skills

Harnessing the Power of Persuasion: Influencing with and (without) Authority

Format: Multi-Session Virtual Classroom Course

Learn how to influence with and without authority during this instructor-led web-based course. Taught in two segments, the program offers practical tips and tools to make the persuasion and influence process easier to follow and replicate. The course is well suited to anyone who could benefit from learning strategies to shape how others think, feel, and act.

Supervisor Training

Supervision Essentials: The Fundamentals of Managing People

Format: Virtual Classroom Course

This crash course in supervision is designed for supervisors and managers who are either new to the role or who need a refresher program. Taught in an interactive distance format, the program covers such topics as accountability, delegation, communication, coaching, and counseling skills. By the end of this online program, participants should have command of essential tools to make their job as supervisor easier.

Delegation Skills

Delegation Fundamentals: Success Strategies for Assigning Tasks to Others

Format: Multi-Session Virtual Classroom Course

Managers who know how to delegate develop their people and get more done. Unfortunately, many people in supervisory roles don't delegate as well or as often as they should. This course aims to change that. Taught in two segments, this instructor-led program addresses the who, what, how, when, where, and why of delegation. By the end of the workshop, those who attend should have a stronger knowledge of what it takes to get delegation right.

Coaching Skills

The Leader As Coach: Leverage Feedback for Engagement

Format: Multi-Session Virtual Classroom Course

Coaching is one of the most valuable skills a leader can master, and it’s also an activity many people find challenging. This two-segment program breaks down the coaching process and provides solid instruction on who, how, when, where, and why to coach. The course covers a range of models and addresses some of the practical skills managers need to engage their teams and hold people accountable for their productivity and workplace behaviors.

Feedback Skills

In the Loop: Winning Feedback Skills for Improving Workplace Performance

Format: Virtual Classroom Course

Help your team grow its ability to confidently and comfortably deliver employee feedback. This virtual classroom course provides participants with an overview of the feedback process, several frameworks they can use back on the job, and time to practice their feedback skills. The program also prepares managers to handle a range of reactions.

Employee Motivation

It Takes More Than Carrots: Motivating Employees in Challenging Times

Format: Virtual Classroom Course

When times get tough, motivation is more important than ever. This instructor-led course is designed for anyone who wants to learn how to create a motivational environment to increase employee engagement, customer service, sales, productivity, and profits. The program includes a self-assessment and practical tips for creating an environment that will help employees work to their full potential.

Management Training Series Parts One and Two

Six Core Principles: What Every Manager Should Know

Format: Multi-Session Virtual Classroom Course

This management training course is part one of a mix-and-match instructor-led online management training program. The class consists of two two-hour segments that cover the fundamentals of leading people at work. Add other topics to customize this series for your team: delegation, employee development, counseling, and change management.

Management Training Series Part Three

Delegation: The Art and Science of Effectively Letting Go

Format: Virtual Classroom Course

When taught as is, this course is part three of "The Right Combination: Mix-and-Match Management Program," a six-session instructor-led online training course for managers, supervisors, and team leads. This segment addresses delegation as it relates to the core principles introduced in parts one and two of the program.

Management Training Series Part Four

Coaching Skills: Developing People One Conversation at a Time

Format: Virtual Classroom Course

When scheduled as outlined, this course is part four of "The Right Combination: Mix-and-Match Management Program," a six-session instructor-led management course for managers, supervisors, and team leads. This segment addresses coaching and employee development as they relate to the core principles introduced in parts one and two of the program.

Management Training Series Part Five

Counseling Skills: Successfully Navigating Corrective Conversations

Format: Virtual Classroom Course

This course is part five of "The Right Combination: Mix-and-Match Management Program," a six-session instructor-led online training course for managers, supervisors, and team leads. The session covers corrective conversations and how they connect to the core principles introduced in parts one and two of the program.

Management Training Series Part Six

Moving with Purpose: Change Management Skills for Leaders, Managers, and Supervisors

Format: Virtual Classroom Course

This course is usually part six of "The Right Combination: Mix-and-Match Management Program," a six-session instructor-led online training course for managers, supervisors, and team leads. This segment addresses the ins and outs of corrective conversations and steps managers can take to get people back on track.

Mentoring Series

Collaborative Mentoring: People Development for Better Business Results

Format: Virtual Classroom Course, Multi-Session Virtual Classroom Course

A strong mentoring program can quickly build employees’ skills and increase engagement levels. This course talks about why, when, and how to mentor. Groups taking part in the session can expect to click, chat, and discuss as they move through this hands-on web training course. The program consists of five two-hour sessions. Organizations can purchase the sessions as a series or as individual segments. Segments can be taught on consecutive days or spread over a longer time period.

Performance Management

Aligning Execution: Performance Management Made Easier

Format: Multi-Session Virtual Classroom Course

This three-part performance management training course addresses the ins and outs of identifying competencies, providing regular feedback, establishing milestones, and aligning individual goals with departmental and organizational objectives. The program is both informative and interactive. It is ideally suited for groups that wish to approach performance strategically and systematically.

Time Management for Managers

Rock the Clock: Time Management for Managers and Supervisors

Format: Virtual Classroom Course

Managers and supervisors face a range of time management and productivity challenges specific to those in leadership roles. This web-based course addresses those issues. The program covers such topics as thinking strategically about time, balancing management functions with everyday work, choosing the right tasks to delegate and monitoring what’s assigned, and evaluating progress against long-term goals. As with many of our productivity courses, we can tailor a session to meet needs specific to a group in advance if concerns are shared up front.

Leading with Empathy

The Power of Connection: Empathy Skills for Leaders

Format: Multi-Session Virtual Classroom Course

Go beyond one-on-one empathy skills during this three-part empathy course for leaders. Learn how to leverage empathy to drive employee engagement, organizational effectiveness, productivity, and customer satisfaction. This program specifically targets people in leadership roles.

Managing Teleworkers

The Long-Distance Manager: Skills for Supervising Teleworkers, Telecommuters, and Other Decentralized Employees

Format: Virtual Classroom Course

Managing employees takes work, and it's even more of a challenge when people are not located in the same place. This interactive webinar is designed to give participants the skills they need to successfully manage teleworkers and other decentralized employees. During the program, participants will learn how to supervise without micromanaging, how to model desired behaviors, how to create a communication plan, and how to increase collaboration and build a sense of team.

Interviewing Skills

The Exceptional Interviewer: Tactics and Techniques for Finding Top Talent

Format: Virtual Classroom Course

Knowing how to interview candidates effectively is a skill many people need, but one on which few people receive formal training. Left on their own, some interviewers research best practices. Others, however, “wing it” and risk exposing their organizations to bad hires, legal problems, or worse. This course aims to provide participants with the basic knowledge they need to successfully and legally interview applicants. The program covers the ins and outs of the process, best practices, legal and illegal questions, and communication strategies interviewers can leverage to build rapport and put candidates at ease.

Harassment Awareness

Now You Know: Understanding Sexual Harassment in the Workplace

Format: Virtual Classroom Course

Workplace harassment has explicit and hidden costs. Organizations that fail to explain to their employees what is and isn’t okay expose themselves to unnecessary risks. This survey course provides all employees with information about sexual harassment: what it is, why it’s not okay, and what to do when it happens. Upon request, we can tailor this program to address a client’s specific policies and processes.

Harassment Prevention

Smart Steps: Preventing Sexual Harassment in the Workplace

Format: Virtual Classroom Course

When it comes to harassment prevention, managers and others in charge have responsibilities specific to their roles. This web-based course outlines those obligations. The program can stand on its own or work in tandem with "Now You Know: Understanding Sexual Harassment in the Workplace," our course designed for individual contributors.

Diversity Basics

Diversity Basics: A Conversation Starter for Leveraging Differences

Format: Virtual Classroom Course

This course is designed to start a dialogue about diversity in the workplace. The program highlights the value of workplace diversity, tactics for encouraging inclusion and avoiding common traps, anti-discrimination laws, stereotypes – what they are and how to recognize them, assumptions, techniques for addressing uncomfortable situations, and proactive steps people can take to continue learning more about each other.

Generational Diversity

Finding Common Ground: Tools for Working Across Generations

Format: Virtual Classroom Course

He’s 20, she’s 60, and they don’t understand each other. She’s 35 but identifies with people ten years older. He’s 22 and doesn’t see how anyone would want to become a slave to the office. Sound familiar? Maybe. Employees from the same generation share some common experiences unique to their group. They often communicate in shorthand without even realizing it. Enter people born in another era, and that’s when things get more complicated. This web-based course explores what’s known about generational differences, tactics for improving communication between members of different generations, and process adaptations organizations may wish to consider in order to attract and retain talent. The program also addressed the dangers of stereotyping and making assumptions solely based on a person’s age.

Workplace Equity

An Uncomfortable Conversation: Navigating Discussions About Race, Equality, and Equity in The Workplace

Format: Multi-Session Virtual Classroom Course

This course is designed specifically for organizations that want to have a candid conversation about systematic racism, equality, and equity in the workplace. The two-part program includes homework prior to both sessions. It is a good choice for groups that wish to move their thinking forward. It is not a good choice for teams that simply want to check a box or meet a prescribed diversity training requirement.

Customer Service Excellence

Excellence in Customer Service: Meeting the Needs of the Modern Customer

Format: Multi-Session Virtual Classroom Course

For organizations that want to level set and those who have not taken training in some time, this three-part course is a great customer service training option. The program explains what excellence in service means and offers guidance for achieving it regardless of industry. During the workshop participants will discover what the modern customer wants and they will practice tools and techniques for meeting those expectations.

Telephone Customer Service

Good Answer: Tactics for Giving Great Service over the Telephone

Format: Virtual Classroom Course

Service over the phone differs from in-person interactions. Without the advantage of face-to-face communication, providers often find they have a more difficult time building rapport, reading customers, and answering their needs. This course focuses on skills for overcoming the obstacles the phone presents and techniques for giving great service without visual cues.

Front Desk Skills

Front Desk Fundamentals: Professionalism and Productivity for Receptionists, Security Guards, and Other Workplace Gatekeepers

Format: Multi-Session Virtual Classroom Course

The people at the front desk can make or break the organization's image in the eyes of visitors, vendors, employees, and others who visit or call. This instructor-led training course is designed specifically for people who occupy the gatekeeper's chair. Taught in two segments, the program offers practical tips and tricks for providing good service while staying safe.

Handling Challenging Customers

Taming the Tank: Skills for Handling Tough Customers and Difficult Interactions

Format: Virtual Classroom Course

Difficult service interactions are situations few providers look forward to handling but something all people with customers need to understand. This web-based training course addresses the basics of de-escalation and proven techniques for calming upset people. While the program introduces several types of difficult people, throughout the session participants have the opportunity to ask for help in responding to their day-to-day encounters.

Customer Interactions

Service Basics: Communication Skills for Better Customer Interactions

Format: Virtual Classroom Course

Whether interacting in person, over the phone, or via email, customers deserve professionalism. This web-based course covers best practices for communicating through all three channels. During the program, participants will define what great service looks and sounds like, examine the basics of good in-person interactions, discuss the challenges of phone-only communication, and explore tips and tricks for sending customer-centric email.

Government Customer Service

Great Government!: Serving Customers in the Public Sector

Format: Multi-Session Virtual Classroom Course

In the public sector, often there is no option other than to visit a particular department or agency. For that reason, people providing service on behalf of the government must provide good service. After all, they are often the only game in town. This three-segment virtual course is available as full-day virtual workshop, or we can deliver it across several days.

Chat Skills

Chat Fundamentals: Best Practices for Connecting Through the Keyboard

Format: Virtual Classroom Course

Learn the essential skills chat agents must practice in order to give great service online. The program covers chat goals, service language, chat errors, and other basics anyone responsible for real-time communication needs to know. The course offers multiple practice opportunities, and we can incorporate your scenarios into the curriculum upon request.

Empathetic Communication Skills

Empathetic Communication: Skills for Building Connections with Coworkers and Customers

Format: Virtual Classroom Course

People with an ability to show empathy to their customers and coworkers have an advantage when it comes to building strong relationships at work. Their skills help them to make connections, reduce misunderstandings, and show other people they understand and value their thoughts, feelings, and concerns. This two-hour instructor-led program introduces practical tools almost anyone can learn to apply to their workplace interactions. It's a hands-on, interactive course with concrete ideas participants can apply immediately after training.

Visitor and Guest Relations

The Guided Experience: Skills for Welcoming and Engaging Visitors

Format: Virtual Classroom Course

Help your team step up their guest relations skills with this online guest relation skills course. Learn how to effectively welcome visitors and make each and every guest feel important. This program is ideally suited for visitor centers, museums, libraries, and other attractions guests frequent.

Creativity and Ideation Techniques

Imagine If...: Idea Making Made Easier

Format: Virtual Classroom Course

Without new ideas, an organization may not survive. This web-based creativity course is designed for groups who wish to improve their creativity and ability to generate ideas. The program addresses the value of creativity, places to find ideas, obstacles that hinder creativity and solutions for overcoming them, techniques for finding root causes and clarifying problems, and multiple techniques for thinking up new ways of getting things done. Upon request, we can incorporate your group’s current problems into the program and use them as we practice ideation methods.

Communication Skills

Considerate Communication: Leveraging Diplomacy and Tact for Better Interactions

Format: Virtual Classroom Course

People who understand diplomatic communication know how to use a range of tactics to build rapport. This course touches on a number of topics: how perceptions are formed, verbal and nonverbal communication, listening skills, open versus closed questions, best practices for participating in meetings, and basic email etiquette.

Assertive Communication

The Confident Communicator: Essential Interpersonal Skills for Navigating Relationships

Format: Multi-Session Virtual Classroom Course

People who know how to communicate with assertiveness get more of what they want and help others do the same. This two-part program looks at specific actions people can take to say what they mean in a way that doesn't make others angry, upset, or otherwise disagreeable. The course is an interactive, hands-on experience and ideally suited for people who want to strike the right balance between striking out and giving in.

Communication Styles

It’s a Jungle Out There!: Understanding and Leveraging Communication Styles at Work

Format: Virtual Classroom Course

Learn how to navigate "The Communication Jungle" during this online, instructor-led communication styles training course. Based on our popular assessment, the program includes the instrument and two hours of interactive training. This workshop is also suitable for pairing with our other communication skills courses.

Communication Skills for Virtual Teams

Over Here, Over There: Effective Communication Skills for Virtual Teams

Format: Virtual Classroom Course

Help your virtual team members learn best practices for communicating effectively with each other during this virtual classroom course. Topics include rapport-building techniques, team charters and their importance, solutions to common communication problems, communication channel pluses and minuses, and basic conflict resolution.

Communication for Technical Professionals

Soft Skills Essentials: Communication Tactics for Technical Professionals

Format: Multi-Session Virtual Classroom Course

This three-segment communication skills program is designed for technical professionals who wish to enhance their soft skills. The program covers communication fundamentals, communication styles, listening skills, rapport building, best practices for leveraging different communication channels, and practical advice and suggestions for presenting information to technical and non-technical audiences.

Empathetic Communication Skills

Empathetic Communication: Skills for Building Connections with Coworkers and Customers

Format: Virtual Classroom Course

People with an ability to show empathy to their customers and coworkers have an advantage when it comes to building strong relationships at work. Their skills help them to make connections, reduce misunderstandings, and show other people they understand and value their thoughts, feelings, and concerns. This two-hour instructor-led program introduces practical tools almost anyone can learn to apply to their workplace interactions. It's a hands-on, interactive course with concrete ideas participants can apply immediately after training.

Listening Skills

Do You Hear What I Hear?: Listening for Better Understanding

Format: Virtual Classroom Course

Listening to first understand and not to reply or evaluate requires discipline and skill. This course addresses fundamental practices for leveraging listening as a tool for building rapport and improving communication. The program addresses bad habits, factors that influence perception, proven techniques, and tactics for interacting with challenging speakers.

Leading with Empathy

The Power of Connection: Empathy Skills for Leaders

Format: Multi-Session Virtual Classroom Course

Go beyond one-on-one empathy skills during this three-part empathy course for leaders. Learn how to leverage empathy to drive employee engagement, organizational effectiveness, productivity, and customer satisfaction. This program specifically targets people in leadership roles.

Navigating Tough Conversations

Navigating Tough Topics: Difficult Conversations Made Easier

Format: Virtual Classroom Course

Few people look forward to difficult conversations. In fact, some dread them to the point that they avoid addressing situations they know they should confront. This course aims to provide participants with practical tools to make navigating tough topics easier. The program looks at how people approach confrontation, the outcomes they pursue, and the words and actions they choose in an effort to change behavior.

Stakeholder Management

Stakeholder Smarts: Explaining Services, Gathering User Requirements, Managing Expectations, and Communicating Decisions and Outcomes

Format: Virtual Classroom Course

An unhappy client is never a good thing. And while some disappointments may be inevitable, a lot of making stakeholders happy has to do with communicating what you can and can't do, asking the right questions, and managing expectations. This stakeholder management course is specifically designed for people who want to improve their stakeholder relationships.

Visitor and Guest Relations

The Guided Experience: Skills for Welcoming and Engaging Visitors

Format: Virtual Classroom Course

Help your team step up their guest relations skills with this online guest relation skills course. Learn how to effectively welcome visitors and make each and every guest feel important. This program is ideally suited for visitor centers, museums, libraries, and other attractions guests frequent.

Communication Skills Training for Embedded Consultants and Contractors

The Inside Outsider: Essential Communication Skills for Succeeding as an Embedded Contractor or Consultant

Format: Virtual Classroom Course

This communication skills course is designed specifically for contractors and consultants who are embedded at their client's site. The program will help participants build strong and productive relationships with their clients while at the same time remaining professional and a strong service provider. Topics include essential guidelines for achieving strong outcomes, deliberate communication, communication targets, methods for meeting client expectations, skills for building an inclusive team, and more.

Emotional Intelligence in Healthcare

Heart Smart: The EQ Advantage in Healthcare

Format: Virtual Classroom Course

This interactive web-based training course addresses service challenges that are specific to healthcare environments and the responses that can make those interactions easier. Participants will learn the value of developing emotional intelligence and some basic tools for doing so.

Teleworking Strategies

Remote Control: Teleworking Know-How Made Easier

Format: Virtual Classroom Course

Learning to telework effectively takes time and practice. Getting organized, developing strong habits, staying connected with coworkers, and remaining engaged require deliberate work. This webinar suggests ideas for accomplishing all of those activities and more.

Workplace Professionalism

The Workplace Advantage: Leveraging Professionalism to Get Ahead

Format: Virtual Classroom Course

If everyone isn’t operating from the same rulebook when it comes to workplace behavior, conflict is bound to arise. This virtual classroom course covers the fundamentals of workplace etiquette and professionalism. The program addresses the basic rules to which most professionals adhere, image management, communication skills, and productivity essentials. We can tailor the course as needed to address any issues of particular concern to your group.

Business Networking

Networking Know-How: Off-Line and Online Business Relationships Made Easier

Format: Virtual Classroom Course

Grow your team’s ability to build, nurture, and leverage their online and offline relationships with this business networking course. The program consists of seven modules covering a range of timely topics: the value of networking, the components of a networking plan, tools for finding prospects and potential connections, networking etiquette, event strategies, tactics for researching, and action planning.

Email Etiquette

Email Etiquette: Correct Correspondence Online

Format: Virtual Classroom Course

Improve your team’s understanding of email etiquette during this instructor-led virtual classroom course. This web-based program covers the fundamentals of good business writing and the rules associated with creating professional email messages. The program addresses using basic courtesies, choosing a meaningful subject line, putting the core of the message up front, avoiding common mistakes, and complying with laws surrounding the use of email in the workplace.

VIRTUAL CLASSROOM COURSES
BUSINESS TRAINING WORKS

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