Improve Your Business Writing
Writing well is critical to your success at work. These resources will help you navigate some common pitfalls in the English language and apply new skills to common business tasks.
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Microsoft Excel Guide #2: Intermediate Level
This path is based on content from ExcelExposure.com, a free online Excel training class designed to help you learn more about the features and functionality of Microsoft Excel. This course was designed for Microsoft Excel 2010, but many of the...
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Emotional Intelligence
The resources below can be viewed in any order and at any time you wish. Or, if you prefer, you can make your way through them in the order in which they are listed by clicking "next activity" after you've...
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"Let me Direct You to the Right Person": Helping Customers Connect with the Right Resource
As the customer service rep, you are the liaison between the customer and your company. It is your duty to help the customer in identifying what they need after listening to their inquiry or concern and then connecting them with...
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Buying Your First Home
Buying your first home can be stressful: it's a weird, long process with lots of pitfalls and questions and signatures and documents and... (you get the picture). Sometimes, it's hard to know what's actually going on. This path features res...
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Improving Your Time Management
This path introduces time management tools and techniques that will allow you to manage your time more effectively. At the end of the path, you'll be able to set goals and priorities for enhanced productivity, manage time-wasters, and apply time...
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Maintaining Your Customer's Confidence
The foundational goal of customer service is to resolve problems and complaints. It’s critically important, then, that we ensure our solutions are actually implemented and customers feel confident we’ve solved their concerns.
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The Power of Assessments to Inform Instructional Change
In the ADDIE model, you always evaluate training; otherwise, how would you know what to improve? In this path, we will be looking at how to assess the effectiveness and efficiency of instruction according to: • ease of instructional technology...
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Dealing with Other People's Emotions
Most people want to end conversations when someone cries or gets angry, but then you miss the opportunity to find solutions together. And, it’s likely you will make the person feel worse. It’s better to be compassionately silent until they...
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Avoiding Over-Automation in Customer Service Resolutions
Your customer is upset, I mean really angry. They call your organization to resolve their issue. They are greeted by a friendly voice who knows how to respond to all of their cues seamlessly. Soon they realize they are speaking...
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Dare2Dream with Lefty Williams
Native of Jersey City, New Jersey, Lefty has long known that anything worth having wouldn't come easy. He learned at an early age that there would be many days of hard work and sacrifice. He knew that the key to...
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How To Re-establish Credibility and Trust with Your Customers
Business depends on customer satisfaction. It is essential that leaders focus on re-establishing trust and loyalty with their customers to maintain loyalty.
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Understanding Course Effectiveness
Instructors of all kinds have to create and deliver courses. Whether you are a teacher or a trainer delivering information to children or adults, you will have to employ techniques to address the needs of your unique group of learners....
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Want Success in Business? You Need Strong Relationships to Get There
No matter what happens with technology, business success ultimately comes down to your relationships – the strength of the ones you build and keep, and how you navigate the tricky ones. Learning how to create stronger, more productive relationships will...
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Attracting and Selecting more Diverse Candidates
Are you ready to expand your team or backfill an open position? Whether you’re an experienced manager or this is your first time hiring someone, this can be a stressful activity. We’re all busy enough, and finding a new team...
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Attention! These Resources Are Human
HR departments have changed a lot over recent decades. Previously they were known to serve two primary roles: hiring and firing. Slowly people are starting to realize the potential and power HR departments have within an organization. These changes...
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Pivot Your Training Style to Increase Learner Effectiveness
This path will discuss how to adapt instructional content and delivery methods for different learner levels and learning types; and alternative methods for determining training effectiveness. We will explore the different ways that people learn and how to deliver content...
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Coaching Employees to Unleash High-Performance and Growth
An important part of your role as a manager is to create an environment where your team can thrive, with everyone contributing at their highest levels to organizational goals. We will explore different tools to help managers in their journey...
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Understanding and Implementing Microlearning
42 percent of Millennials say they're likely to leave their current organization because they're not learning fast enough. How can you address this issue and deliver training to your learners at their point of need in a format they'll actua...
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Conducting a Training Gap Analysis
The fun part about conducting a training gap analysis is that they provide you and your organization with so much needed information that you can repeat the process as many times as you need. Gap analysis can help you ensure...
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Leadership Styles and Tendencies
This path introduces the concept of multiple leadership styles and tendencies. At the end of the path, learners will be able to classify their own leadership style and identify the strengths and weaknesses of different leadership styles. Participants...
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The Angry Customer: Your Greatest Opportunity to Shine!
Having spent the better part of a decade (2011 - 2019) as a senior member of Yelp's leadership team, being on the receiving end of a frustrated client call was something we had no option but to get good at...
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Fostering a Positive Learning Environment
As a trainer, fostering a positive learning environment is one of the most important aspects of your job, and also the hardest. Creating a space where individuals feel welcome, valued and cared for is every trainer’s goal but it takes...
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Documentation: The New MVP of Sales
You're already managing several moving parts as a Sales rep, why add more to your plate? The answer is simple; because you have to stay ahead of the curve at all times. One of the most efficient ways to do...
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