Learning Technologies

Learn Today, Lead Tomorrow

Online Business Skills courses for individuals, leaders, teams and organizations.

EXCEPTIONAL CUSTOMER SERVICE
COURSE OVERVIEW
By the end of this course you will develop the necessary skills and attitude for delivering exceptional customer service and translate it into action on a daily basis.

You will be able to review the “moments of truth” from the customers point of view. You will know how to deal with upset customers and challenging situations. You will be able to build a high performing team to deliver exceptional service. You will understand the steps required to build a customer focused culture.

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COURSE OUTLINE

  • Lesson 1: Introduction to Customer Service
  • Lesson 2: Looking through the Customers Eyes
  • Lesson 3: Developing Essential Customer Service Skills
  • Lesson 4: Establishing Winning Attitudes
  • Lesson 5: Handling the Difficult Customer
  • Lesson 6: Overcoming Challenging Situations
  • Lesson 7: Service Superstars and Service Teams
  • Lesson 8: Creating a Powerful Customer Focused Culture
  • Test Your Knowledge: After each lesson

LEADING THROUGH CHANGE
COURSE OVERVIEW
Why is knowing how to lead others through change so important? When organizations attempt to change, they often fail to live up to their potential for many reasons. There are many reasons why change initiatives fail more often than they succeed.

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COURSE OUTLINE

  • Lesson 1: Understanding Change Responses
  • Lesson 2: Leading the Change
  • Lesson 3: Communicating and Anchoring the Change
  • Case Study: Apply What You’ve Learned

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SUPERVISOR SKILLS - Dealing with the toughest supervisor challenges
COURSE OVERVIEW
Every job has its own challenges. As a supervisor, you have the challenge of managing people, and this sets you apart from your employees. So, your toughest challenges are likely those related to your employees.

This program will empower you to do the right thing in tricky situations, which will further the long-term success of your organization, your employees, and you.

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COURSE OUTLINE

  • Lesson 1: Introduction
  • Lesson 2: Resolving Conflict between Employees
  • Lesson 3: Dealing with Difficult Employees
  • Lesson 4: Dealing with Personal Problems
  • Lesson 5: Discipline and Termination
  • Lesson 6: Dealing with Layoffs
  • Lesson 7: Crisis Management
  • Case Study: Apply What You’ve Learned

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LEADERSHIP FUNDAMENTALS
COURSE OVERVIEW
After you’ve completed this course, you’ll be able to identify key characteristics of leaders. You’ll know how to build trust and confidence with employees, and you’ll avoid behaviours that undermine leadership. You’ll be more skilled at promoting teamwork and esprit de corps, and you’ll be prepared to act decisively. And last, but not least, you’ll be able to demonstrate leadership in a crisis.

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COURSE OUTLINE

  • Lesson 1: Identify key characteristics of leaders
  • Lesson 2: Build trust and confidence with employees
  • Lesson 3: Avoid behaviors that undermine leadership
  • Lesson 4: Promote teamwork and esprit de corps
  • Lesson 5: Act Decisively
  • Lesson 6: Demonstrate leadership in a crisis
  • Case Study: Apply What You’ve Learned

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DEALING WITH DIFFICULT CONVERSATIONS
COURSE OVERVIEW

Think of a difficult conversation you had recently. What made it difficult? What was the outcome you were hoping for? What actually happened? What would have made it go better? This course will give you tools and strategies to manage difficult conversations so that they are productive and effective instead of frustrating.

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COURSE OUTLINE

  • Lesson 1: Difficult Conversations – Where Do They Come From?
  • Lesson 2: Crisis Prevention Strategies
  • Lesson 3: “In the Heat” Communication Strategies
  • Lesson 4: Performance Management Conversations
  • Case Study: Apply What You’ve Learned


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