Your Company should be committed to providing a working environment free from harassment and bullying and ensuring all staff are treated, and treat others, with dignity and respect..
This course covers the commitments that will be laid out in your company’s anti-harassment and bullying policy. It then explains the differences between harassment and bullying, the steps that can be taken if either of these occur in or out of work, and some case studies to illustrate the points covered throughout the course.
Modules include:
- Policy Commitments, Harassment And Bullying
- Informal Steps, Raising A Formal Complaint and Investigations
- Action Following Investigations
- Case Studies
A Pass mark of 70% is required for each module.
Duration: 32 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
But how is this done?
How do you ensure it’s consistent across your business?
What are the benefits of delivering great customer service?
This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.
Modules include:
- About the Course
- What is Customer Service
- The Goals of Great Customer Service
- Discovering and Understanding Customer Needs
- Delivering Maximum Levels of Customer Service
- Making Customers Feel Great From the Start
- Communication Skills
- Non-verbal Communication and Body Language
- Dealing with Customer Complaints
A Pass mark of 70% is required for each module.
Duration: 75 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
Effective delegation is an essential skill to learn if you want to be an effective manager. After all, the best managers don’t strive to be super-heroes.
Instead, they are exceptional at picking good people to do what they need to have done, and then letting them get on with it.
However delegating effectively can be difficult. It means identifying the right tasks to delegate, overcoming barriers to delegation and taking the time to delegate properly so that everyone knows what they’re expected to do and by when.
When it’s done right the benefits are numerous and improve the working lives of everyone involved from the managers to the staff and it has wide ranging benefits to the organisation as a whole.
This course will start with the essentials – defining exactly what we mean by delegation and why it’s so important. It then goes into details about, the elements of delegation, overcoming the barriers to delegation, how you can choose which tasks to delegate and who to the process of delegation and much more.
Modules include:
- The course structure
- What is delegation, and why is it so important?
- Elements of delegation
- The benefits of delegation
- Overcoming the barriers to delegation
- Choosing what to delegate
- Who you should delegate to
- The process of delegation
- Completion, follow-up and evaluation
A Pass mark of 70% is required for each module.
Duration: 110 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
The aims of the disciplinary procedure are to provide a framework within which managers can work with employees to maintain satisfactory standards of conduct and to encourage improvement when necessary.
This course covers the aims of the disciplinary procedure, penalties including investigations, allegations and suspensions, procedures for carrying out hearings, and appeals.
Modules include:
- Disciplinary Procedure and Confidentiality
- Investigations, Allegations and Suspensions
- Notification Of A Hearing, The Right To Be Accompanied, And Procedure
- Penalties, Their Effects, And Appeals
- Holding Disciplinary Hearings And A Case Study
A Pass mark of 70% is required for each module.
Duration: 45 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
A leader doesn’t necessarily have to be a ‘manager’, but it’s difficult to see how a manager could be truly effective without having at least some leadership skills. This course will introduce you to some of the import techniques and theories that can help you to improve your leadership skills and be more effective in your role.
Modules include:
- Leadership and Management Presenter
- Leadership Theories
- Team Development and Leadership
- Individuals Within Teams
- Communicating One-to-One with Individuals
- Moving Forward Together
A Pass mark of 70% is required for each module.
Duration: 90 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
Negotiation is a basic means of getting what you want from others. It’s a back and forth communication designed to reach an agreement when you and the other side have some interests that are shared and others that are opposed.
This course covers the basics of what constitutes a negotiation, the key stages of a negotiation, skills you can apply to your negotiations and some practical advice so you can bring all of this together and become a more effective negotiator.
Modules include:
- What is Negotiation?
- The Key Negotiation Stages and skills
- Negotiating Positions
- The Negotiation
A Pass mark of 70% is required for each module.
Duration: 46 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
Giving a successful presentation can be one of the hardest parts of many people’s jobs.
Ultimately preparation will be the key to success when it comes to giving a presentation, but how do you make sure you are prepared enough?
What about the structure? The content? How should you use visual aids?
Being a successful presenter also involves understanding your audience, their expectations and needs.
This course covers the common mistakes people make when preparing for and giving a presentation so you can avoid these, as well as going over good practice and providing some practical advice that you can put to good use the next time you have a big presentation to make.
Modules include:
- Presentation and its Structure
- Content
- Visual Aids
- The Presentation
- Listening
- Learning Names
A Pass mark of 70% is required for each module.
Duration: 55 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
The effective management of projects is an essential skill in many workplaces. Correct control of stages and different aspects of projects helps to increase the chances of projects being successful.
There are many tools and approaches to managing projects, from a simple ‘to do’ list, to complex methodologies.
When a project is managed correctly it ensures that there’s a sound business reason for undertaking the project, that it’s clear who’s involved in delivering the project, what the expected outcomes are and how resources and risks will be managed throughout the project.
When it’s done poorly the project can suffer from feature creep, delays, go over budget or not get finished at all.
This course covers some of the common project management methodologies, setting goals, and actually achieving them, identifying the need for a project to be started, using key project management tools and much more.
Modules include:
- Introducing Project Management
- Terminology and Project Lifestyle
- Identifying Needs, Project Aims and Objectives
- Project Aims, Objectives and Initiation
- Gantt Charts, Budgets, Risks and Issues
- Monitoring Change, Stakeholders and Terminology
A Pass mark of 70% is required for each module.
Duration: 90 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)
Good Time Management will improve and enhance the time spent in the workplace and can even go a long way to improving the quality of the work you produce.
For most people however this is easier said than done. We’ve all experienced that feeling of having more work to do than we can possibly complete in the time we have.
This can lead to increased stress… dissatisfaction… and demoralisation…
This course can help, by introducing you to some of the theories and techniques of time management that can really make a difference.
Modules include:
- Key Terms and the Benefits of Time Management
- The 6 Laws of Time Management
- Time Stealers and Interruptions
- Time Saving Methods
- Monkey Management
- Meetings and Summing up
A Pass mark of 70% is required for each module.
Duration: 105 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Recommended System Requirements
- Operating System: Windows 7+ or Mac OSX (10.8+)
- Browser: A modern and up to date web browser
- Video: Up to date video drivers
- Memory: 1Gb+ RAM
- Additional Software: Flash Player (latest version)
- Download Speed: Broadband (3Mb+)