Business Skills On-Demand: Professional Business Skills

Professionalism in the Office Duration: 2h 16m This course teaches students about positioning yourself as a professional, enhancing your professional image, expanding your skills, communicating for results, and building relationships and networks. Lesson 01 - Positioning Yourself as a Professional What is Attitude? Administrative Assistant’s Responsibility Professional Behaviors Task Oriented Behaviors Your Attitude and Your Job What is a Professional? How to Project Professionalism in the Workplace What is Accountability? Developing an “Entrepreneur” Attitude Practicing Personal Accountability Create a Plan for Making Changes Taking Action Lesson 02 - Enhancing Your Professional Image Assessing Your Image The Benefits of a Professional Image Authenticity Updating Your Office Skills Personal Appearance How to Sabotage Your Image How to Project a Professional Image A Professional Workspace Presentation Communicating in Person Non-Verbal Communication or Body Language Building Credibility Remaining Politically Correct Lesson 03 - Expanding Your Skills Expanding Your Skills Enhancing Your Role Tips for Meeting with Your Manager Prioritizing Work Overload Prioritizing Your Tasks Time-Management Tips Setting Priorities Group Tasks for Greater Efficiency Identify Your Stressors Turn Your Telephone into a Time-Management Tool Long-Range Planning Using Project-Management Techniques Planning Steps Staying Organized Decision Making in Six Easy Steps Rate Your Decision Making Skills Lesson 04 - Communicating for Results Keys to Effective Communication How Well Do You Listen? Active Listening Reflecting Feelings Check Interpretation Show Comprehension Paraphrasing Requesting More Information Summarizing and Responding Listening and Responding Writing Clearly Professional Communication Skills Use “You” and “I” Messages Writing in Confidence Writing Emails Common Business Writing Errors Conveying Bad News Tactfully Effective Presentation Skills Using Laptops and LCD Panels Effectively Tips for Using Laptops or LCDs Techniques for Videoconferencing Planning for Meetings Ten Key Statements for Effective Facilitation When Your Manager Travels to a Meeting Before the Trip or Meeting After the Trip or Meeting Lesson 05 - Building Relationships and Networks Interpersonal Skills Understanding Your Personality Assertiveness How to Be More Assertive Receptiveness How to Be Receptive Building a Network Two Types of Network Approaches Why Do You Need a Network? Making a Good First Impression When Networking How to Build a Network and Keep it Alive Common Sources of Conflict Benefits to Resolving Conflict 6 Easy Steps to Conflict Resolution The Manager’s Role What Makes a Good Manager? Tips for Establishing a Good Rapport with Your Manager Limiting Interruptions Learning to Ask for Help Business Etiquette and Professionalism Duration: 1h 50m This course teaches students principles of professional behavior, interview etiquette, planning and attending business meetings, electronic etiquette, and multicultural etiquette. Lesson 01 - Principles of Professional Behavior Principles of Professional Behavior What is Etiquette? What is Professionalism? Costs of Poor Etiquette Always Be Your Best Always Be Your Best When Meeting and Greeting Effectively Working for Your Boss Being an Effective Part of the Team Lesson 02 - Interview Etiquette Interview Etiquette Types of Interviews On the Phone Employment Tests Planning for the Interview In the Waiting Room During the Interview After the Interview Job Fair Interviews Lesson 03 - Planning and Attending Business Meetings Planning and Attending Business Meetings Types of Meetings Planning Office Meetings Attending Office Meetings Planning Conference Call Meetings During Conference Call Meetings Planning Video/Teleconference Meetings During Video/Teleconference Meetings Meal Meetings Making Reservations Table Manners and Business Meal Etiquette Utensils Thank You Notes Lesson 04 - Electronic Etiquette Electronic Etiquette Voicemail Cell phones Email Instant Messaging Text Social Media Lesson 05 - Multicultural Etiquette Multicultural Etiquette Five Steps to Dealing with Diversity Cultural Norms Awareness of Personal Bias Communication Guidelines Key Guidelines Communication Essentials Duration: 1h 49m This course teaches students about business communication, verbal and non-verbal communication, written communication, electronic communication, communicating with graphics, and effectively working for your boss. Lesson 01 - Business Communication How Communication Works Listening Skills Perception ABC's of Effective Communication Two Types of Communication Communication Methods Formal Communication Informal Communication Lesson 02 - Verbal and Non-verbal Communication Verbal Communication Non-verbal Communication Non-Communication Body Language Stationary Features Body Posture Interpretations Active Features Presentation Basics Four P's of Effective Presentations Types of Presentations Informational Presentations Demonstration Presentations Sales Presentations Presentation Verbal Etiquette Presentation Non-verbal Etiquette What Makes a Meeting Ineffective? Guidelines for Managing Meetings Levels of a Meeting Guidelines for Participating in Meetings Closing a Meeting Lesson 03 - Written Communication Written Communication Three Components of Written Communication Key Writing Elements Written Communication Development Constructing Subject Matter Gender in Business Writing Gender-neutral or Gender-equal Phrases Writing Your Document Common Errors that Require Proofreading Proofreading Techniques Lesson 04 - Electronic Communication Electronic Communication Telephone Etiquette Cell Phone Etiquette Using Conference Calls Voice Mail Etiquette Email Etiquette Email Components Instant Messaging (IM) Inappropriate Use of Email Internet Etiquette Social Media Etiquette Lesson 05 - Communicating with Graphics Basics of Graphic Communication Know Your Audience Keep it Clear Keep it Simple Keep it Readable Clear, Simple. Readable Bar Charts Static Information Presenting Static Information Gathering Information Analyzing Information Dynamic Information Flowcharts Fishbone Diagram Lesson 06: Effectively Working for Your Boss Anticipating Your Boss's Needs Making Your Boss Look Good Keeping Your Boss Informed Explain the Decision Handling Feedback Characteristics of Effective Teams Strategies for Being Supportive Benefits of Partnering with Your Boss How to Build a Partnership with Your Boss Confronting Your Boss Handling Confrontations with Your Boss Thinking Critically Duration: 1h 42m This course teaches students about facing new problems, establishing the problem, discovering the solution, and accepting a decision. Lesson 01 - Facing New Problems Critical Thinking Procedures Establish the Problem Determine Possible Solutions Introducing Your Solutions Individual Critically Thinking Critical Thinking as a Collective Effort Business Trends in Critical Thinking Process Improvement Internal Empowerment Continuous Overall Improvement Obtain the Right State of Mind Types of Problem-Solving Groups The Nature of a Group The Four Main Group Roles Group Responses The Importance of Listening Skills Decision-Making Tactics Process Review Successful Group Process Review Creative and Analytical Thinking Thinking Creatively Analytical Thinking Incorporating Creative and Analytical Thinking Problem-Solving Approaches Brainstorming The Six-Word Diagram Pareto Chart The Fishbone Diagram Steps Check Sheets Force Field Analysis Lesson 02 - Establishing the Problem Problem & Symptom Configuring a Problem Statement Drawbacks of Stating the Problem Analyzing the Problem Problem Analysis How to Explore the Problem Facts vs. Opinions What Information to Gather How Much Information? Lesson 03 - Discovering the Solution Brainstorming Guidelines Avoiding Criticism Freewheeling Collecting Ideas Recording Ideas Developing Ideas The Swapping Technique Advantages of the Swapping Technique Is It Worth It? Determining the Best Solution Factors of the Best Solution Costs vs. Benefits Is It Possible? Are the Benefits Worthwhile? Should You Endorse It? Analyze Costs vs. Benefits Assessing the Costs Assessing the Benefits Examining the Cost-Benefit Analysis Building Your Case Lesson 04 - Accepting a Decision Accepting a Decision Anticipate Success Prepare Your Proposal Define Your Objectives Understand the Audience Commit to the Structure Play Devil's Advocate Using Visual Aids and Personal Notes Rehearse Your Presentation Persuade Decision Makers Acceptance and Rejection Advise and Evaluate Time Management Skills Duration: 1h 14m This course teaches students about identifying goals, effective energy distribution, working with your personal style, building your toolbox, and establishing your action plan. Lesson 01 - Identifying Goals Identifying Goals Time Management How to Manage Your Time Dreams Define Your Dreams Goals Guidelines for Articulating Goals Regrets Guidelines for Identifying Regrets Lesson 02 - Effective Energy Distribution Effective Energy Distribution Energy Distribution A Person’s Daily Energy Cycle Personal Energy Sources Understanding Energy Flow Productivity Cycle Time Logs How to Create a Time Log A Sample Time Log Time Estimates Types of Tasks The 80/20 Rule Personal Energy Boosters Lesson 03 - Working with Your Personal Style Working with Your Personal Style Personal World View Work Style In Sync or In Conflict? Defining Success Determining a Successful Day or Project Motivators Identify Personal Motivators Strengths How to Identify Personal Strengths Internal Time Wasters External Time Wasters How to Reduce Time Wasters Perfecting Your Work Style Preferences Lesson 04 - Building Your Toolbox Building Your Toolbox Requirements How to Negotiate for Success Benchmarks Delegation How to Delegate Tasks Deciding which Tools to Use Lesson 05 - Establishing Your Action Plan Establishing Your Action Plan What is an Action Plan? Priorities and Priority Alignment Components of an Action Plan A Sample Action Plan Organizing Your Action Plan Enhancing Your Time-Management Process Customer Service Basics Duration: 1h 16m This course teaches students about understanding customer service, focusing on the customer, customer service and the telephone, handling complaints, and enduring stress. Lesson 01 - Understanding Customer Service What is Customer Service? What is Customer Care? Who is the Customer? Wow! Service Build Relationships Barriers to Excellent Customer Service Overcoming these Barriers Customers Want Someone Who… Customers Don’t Want Someone Who… Customer Support Stats Five Service Quality Factors Characteristics of an Exceptional Service Provider Excellent Customer Service Mindset Developing an Excellent Customer Service Strategy Define the Current Situation Define all Targets and Values Implement Excellent Customer Service Strategy Stay in Tune with Customers’ Changing Needs Lesson 02 - Focusing on the Customer Focusing on the Customer Guidelines for Making Positive Impressions Identify and Meet Customer Needs Questioning Techniques Effective Listening Technique Making a Positive Impression Who Needs Follow-up? Follow-up Methods Lesson 03 - Customer Service and the Telephone Customer Service and the Telephone Telephone Etiquette Answer the Telephone Greeting Using Your Voice Showing You Are Listening Procedure for Transferring Calls Taking Meaningful Messages Lesson 04 - Handling Complaints Handling Complaints Complaints Why Customers Don’t Complain View Complaints as Opportunities Five Forbidden Phrases Service Recovery Guidelines for Dealing with Difficult Customers Cope with Upset and Difficult Customers Lesson 05 - Enduring Stress Enduring Stress Stress Sources of Stress Managing Your Reaction to Stress Identifying Your Beliefs Challenging Irrational Thoughts Using Questions to Challenge Thinking Take Preventive Measures

Business Skills On-Demand: Professional Business Skills

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