About This Course
What you will learn - Learn How Important it is to Develop Better Telephone Communication Skills
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Get BIG Savings with our Telephone Etiquette Online Bundle, 5 Certificate Courses
- Telephone Etiquette
- Business Etiquette
- Negotiation Skills
- Communication Strategies
- CRM: An Introduction to Customer Relationship Management
1. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
2. Business Etiquette: Look and Sound Your Best in Any Situation
Business etiquette is so much more than knowing which fork to use at lunch with a client. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable around people (and making them comfortable around you!)
Good etiquette adds to your overall credibility. If you treat all people with respect, show courtesy in the office and dress well, those you work with will most likely think highly of you. On the other hand, poor etiquette can hurt your professional relationships. During this course we will look at many areas of business etiquette, including networking, meeting manners, dining decorum, international business etiquette and more.
At the end of this Business Etiquette Online Short Course, you should be able to:
- Identify what business etiquette is and why it’s important.
- Network with confidence.
- Present themselves professionally.
- Understand the importance of dress codes and what they mean.
- Understand how to use a business card effectively.
- Remember names easily.
- How to conduct themselves at a business lunch.
- Understand basic guidelines regarding, grammar standards in all written communication.
- Understand telephone etiquette.
- Understand the benefits of international etiquette.
3. Negotiation Skills: Understand The Phases Of Negotiation
Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time.
This course will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.
The Negotiation Skills course will give you a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.
By the end of this Negotiation Skills Online Short Course, you will be able to:
- Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
- Understand and apply basic negotiating concepts
- Lay the groundwork for negotiation
- Identify what information to share and what to keep to yourself
- Understand basic bargaining techniques
- Apply strategies for identifying mutual gain
- Understand how to reach consensus and set the terms of agreement
- Deal with personal attacks and other difficult issues
- Use the negotiating process to solve everyday problems
- Negotiate on behalf of someone else
4. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
This course will help you understand the different methods of communication and how to make the most of each of them.
Course Topics:
- Paraverbal Communication
- Body Language
- The four stages in the Appreciative Inquiry model are known as the 4-D cycle
- Speaking Like a Star
- Positive Signals
By the end of this Communication Strategies Online Course, you will be able to:
- Understand what communication is
- Understand the different ways communication takes place
- Overcome communication blockages
- Make the most of non-verbal and paraverbal communication
- Understand and utilize the STAR method
- Listen actively and effectively
- Ask good questions
- Use appreciative inquiry as a communication tool
- Establish common ground with others
5. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship and its Importance in a Successful Business
Give your business that winning edge! Learn how to understand your customers better and be more responsive to their needs with our Customer Relationship Management Online Course. Taking our course will keep you up to date with the latest in CRM practices and improve your business's profitability.
Our Customer Relationship Management Online Course will discuss why your business needs CRM, CRM's benefits, and how to implement a successful CRM strategy. Get customers genuinely happy when paying for your products and services. Customers love businesses that treat them the way they want to be treated and are actually prepared to pay more for this experience.
Join our Customer Relationship Management Online Course today and get answers to frequently asked questions. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?
At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our Customer Relationship Management Online Course, you will be equipped with the right skill-set to ensure you stand out from the competition!
What you will learn with our Customer Relationship Management Online Course
- CRM Overview
- What is Crisis Management?
- Training Leaders and Staff
- Conducting the Crisis Audit
- Performing a Risk Level Analysis
- Developing a Response Process
- Consulting with the Experts
- Incident Management Techniques
- Working Through the Issues
- Establishing an Emergency Operations Center
- Building Business Continuity and Recovery
- Walliallia
- Recovering and Moving On
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
Ultimate Telephone Etiquette Bundle, 10 Courses includes the following courses, below is a summary of each course:
Course 1 - Telephone Etiquette
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
Course 2 - Business Etiquette
Section One: Getting Started
- Objectives
Section Two: What is Business Etiquette
- Defining Etiquette
- Why Bother with Business Etiquette
Section Three: Networking
- The Cold Introduction
- First Impressions Matter
- The Business Card
- Sorry, what was your name again?
Section Four: What to Wear
- Is a Dress Code Optional?
- 10 tips for that perfect look
Section Five: Introductions Over, What Next?
- The bone crusher and the dead fish
- Conversation Etiquette
- Stages of Conversation
Section Six: The Business Lunch
- Which Fork First?
- Eating with Etiquette
Section Seven: Restaurant Etiquette
- Ordering Correctly
- Alcohol
- Paying the Bill and Tipping
Section Eight: Email Etiquette and Netiquette
- Understanding Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Grammar
Section Nine: Telephone Etiquette
- 10 Tips for Telephone Etiquette
- Leaving Voicemail
- Mobile Manners
Section Ten: The Written Letter
- Saying Thank You with Style
- Letters the Basic Structure
- Writing the Letter
Section Eleven: International Etiquette
- Some Basic Rules
- Business Card Etiquette
- Personal Space
- Gifts
- Communication
Section Twelve: Wrapping Up
Course 3 - Negotiation SkillsCommunication Strategies
Module One - Getting Started
Module Two - Understanding Negotiation
- Types of negotiations
- The three phases
- Skills for successful negotiation
Module Three - Getting Prepared
- Establishing your WATNA and BATNA
- Identifying your WAP
- Identifying your ZOPA
- Personal preparation
Module Four - Laying the Groundwork
- Setting the time and place
- Establishing common ground
- Creating a negotiation framework
- The negotiation process
Module Five - Phase One - Exchanging Information
- Getting off on the right foot
- What to share
- What to keep to yourself
Module Six - Phase Two - Bargaining
- What to expect
- Techniques to try
- How to break an impasse
Module Seven - About Mutual Gain
- Three ways to see your options
- About mutual gain
- Creating a mutual gain solution
- What do I want?
- What do they want?
- What do we want?
Module Eight - Phase Three - Closing
- Reaching consensus
- Building an agreement
- Setting the terms of the agreement
Module Nine - Dealing with Difficult Issues
- Being prepared for environmental tactics
- Dealing with personal attacks
- Controlling your emotions
- Deciding when it's time to walk away
Module Ten - Negotiating Outside the Boardroom
- Adapting the process for smaller negotiations
- Negotiating via telephone
- Negotiating via email
Module Eleven - Negotiating on Behalf of Someone Else
- Choosing the negotiating team
- Covering all the bases
- Dealing with tough questions
Module Twelve - Wrapping Up
Course 4 - Communication Strategies
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 5 - CRM: An Introduction to Customer Relationship Management
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
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Telephone Etiquette Online Bundle, 5 Certificate Courses
Learn How Important it is to Develop Better Telephone Communication Skills
Bundle Up & Save - Learn More and Save More when you Upgrade to one of our Course Bundles below - Save Up To 98%
Course Summary
- Delivery: Online
- Access: Unlimited Lifetime
- Time: Study at your own pace
- Duration: 6 to 8 hours per course
- Assessments: Yes
- Qualification: Certificate
3-DAY WEEKEND SALE - ENDS 24 NOV
BEAT THE PRICE RISE!
About This Course
What you will learn - Learn How Important it is to Develop Better Telephone Communication Skills
|
|
Get BIG Savings with our Telephone Etiquette Online Bundle, 5 Certificate Courses
- Telephone Etiquette
- Business Etiquette
- Negotiation Skills
- Communication Strategies
- CRM: An Introduction to Customer Relationship Management
1. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills
The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.
With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.
By the end of this Telephone Etiquette Online Short Course, you will be able to:
- Recognize the different aspects of telephone language
- Properly handle inbound/outbound calls
- Know how to handle angry or rude callers
- Learn to receive and send phone messages
- Know different methods of employee training
2. Business Etiquette: Look and Sound Your Best in Any Situation
Business etiquette is so much more than knowing which fork to use at lunch with a client. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable around people (and making them comfortable around you!)
Good etiquette adds to your overall credibility. If you treat all people with respect, show courtesy in the office and dress well, those you work with will most likely think highly of you. On the other hand, poor etiquette can hurt your professional relationships. During this course we will look at many areas of business etiquette, including networking, meeting manners, dining decorum, international business etiquette and more.
At the end of this Business Etiquette Online Short Course, you should be able to:
- Identify what business etiquette is and why it’s important.
- Network with confidence.
- Present themselves professionally.
- Understand the importance of dress codes and what they mean.
- Understand how to use a business card effectively.
- Remember names easily.
- How to conduct themselves at a business lunch.
- Understand basic guidelines regarding, grammar standards in all written communication.
- Understand telephone etiquette.
- Understand the benefits of international etiquette.
3. Negotiation Skills: Understand The Phases Of Negotiation
Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time.
This course will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.
The Negotiation Skills course will give you a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.
By the end of this Negotiation Skills Online Short Course, you will be able to:
- Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
- Understand and apply basic negotiating concepts
- Lay the groundwork for negotiation
- Identify what information to share and what to keep to yourself
- Understand basic bargaining techniques
- Apply strategies for identifying mutual gain
- Understand how to reach consensus and set the terms of agreement
- Deal with personal attacks and other difficult issues
- Use the negotiating process to solve everyday problems
- Negotiate on behalf of someone else
4. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships
For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.
This course will help you understand the different methods of communication and how to make the most of each of them.
Course Topics:
- Paraverbal Communication
- Body Language
- The four stages in the Appreciative Inquiry model are known as the 4-D cycle
- Speaking Like a Star
- Positive Signals
By the end of this Communication Strategies Online Course, you will be able to:
- Understand what communication is
- Understand the different ways communication takes place
- Overcome communication blockages
- Make the most of non-verbal and paraverbal communication
- Understand and utilize the STAR method
- Listen actively and effectively
- Ask good questions
- Use appreciative inquiry as a communication tool
- Establish common ground with others
5. CRM: An Introduction to Customer Relationship Management: Learn About Customer Relationship and its Importance in a Successful Business
Give your business that winning edge! Learn how to understand your customers better and be more responsive to their needs with our Customer Relationship Management Online Course. Taking our course will keep you up to date with the latest in CRM practices and improve your business's profitability.
Our Customer Relationship Management Online Course will discuss why your business needs CRM, CRM's benefits, and how to implement a successful CRM strategy. Get customers genuinely happy when paying for your products and services. Customers love businesses that treat them the way they want to be treated and are actually prepared to pay more for this experience.
Join our Customer Relationship Management Online Course today and get answers to frequently asked questions. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?
At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our Customer Relationship Management Online Course, you will be equipped with the right skill-set to ensure you stand out from the competition!
What you will learn with our Customer Relationship Management Online Course
- CRM Overview
- What is Crisis Management?
- Training Leaders and Staff
- Conducting the Crisis Audit
- Performing a Risk Level Analysis
- Developing a Response Process
- Consulting with the Experts
- Incident Management Techniques
- Working Through the Issues
- Establishing an Emergency Operations Center
- Building Business Continuity and Recovery
- Walliallia
- Recovering and Moving On
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
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Units of Study
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Ultimate Telephone Etiquette Bundle, 10 Courses includes the following courses, below is a summary of each course:
Course 1 - Telephone Etiquette
Module One : Getting Started
- Course Objectives
Module Two : Aspects of Phone Etiquette
- Phrasing
- Tone of Voice
- Speaking Clearly
- Listen to the Caller
Module Three : Using Proper Phone Language
- Please and Thank You
- Do Not Use Slang
- Avoid Using the Term “You”
- Emphasize What You Can Do, Not What You Can’t
Module Four : Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt You
Module Five: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Six: Outbound Calls
- Be Prepared
- Identify Yourself and Your Company
- Give Them the Reason for the Call
- Keep Caller Information Private
Module Seven: Handling Rude or Angry Callers
- Stay Calm
- Listen to Their Needs
- Never Interrupt
- Identify What You Can Do for Them
Module Eight: Handling Interoffice Calls
- Transferring Calls
- Placing Callers on Hold
- Taking Messages
- End the Conversation
Module Nine: Handling Voicemail Messages
- Ensure the Voicemail Has a Proper Greeting
- Answer Important Messages Right Away
- Ensure Messages are Delivered to the Right Person
- When Leaving a Message for Others
Module Ten: Methods of Training Employees
- Group Training
- One-on-One Training
- Peer Training
- Job Shadowing
Module Eleven: Correcting Poor Telephone Etiquette
- Screening Calls
- Employee Evaluations
- Peer Monitoring
- Customer Surveys
Module Twelve: Wrapping Up
Course 2 - Business Etiquette
Section One: Getting Started
- Objectives
Section Two: What is Business Etiquette
- Defining Etiquette
- Why Bother with Business Etiquette
Section Three: Networking
- The Cold Introduction
- First Impressions Matter
- The Business Card
- Sorry, what was your name again?
Section Four: What to Wear
- Is a Dress Code Optional?
- 10 tips for that perfect look
Section Five: Introductions Over, What Next?
- The bone crusher and the dead fish
- Conversation Etiquette
- Stages of Conversation
Section Six: The Business Lunch
- Which Fork First?
- Eating with Etiquette
Section Seven: Restaurant Etiquette
- Ordering Correctly
- Alcohol
- Paying the Bill and Tipping
Section Eight: Email Etiquette and Netiquette
- Understanding Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Grammar
Section Nine: Telephone Etiquette
- 10 Tips for Telephone Etiquette
- Leaving Voicemail
- Mobile Manners
Section Ten: The Written Letter
- Saying Thank You with Style
- Letters the Basic Structure
- Writing the Letter
Section Eleven: International Etiquette
- Some Basic Rules
- Business Card Etiquette
- Personal Space
- Gifts
- Communication
Section Twelve: Wrapping Up
Course 3 - Negotiation SkillsCommunication Strategies
Module One - Getting Started
Module Two - Understanding Negotiation
- Types of negotiations
- The three phases
- Skills for successful negotiation
Module Three - Getting Prepared
- Establishing your WATNA and BATNA
- Identifying your WAP
- Identifying your ZOPA
- Personal preparation
Module Four - Laying the Groundwork
- Setting the time and place
- Establishing common ground
- Creating a negotiation framework
- The negotiation process
Module Five - Phase One - Exchanging Information
- Getting off on the right foot
- What to share
- What to keep to yourself
Module Six - Phase Two - Bargaining
- What to expect
- Techniques to try
- How to break an impasse
Module Seven - About Mutual Gain
- Three ways to see your options
- About mutual gain
- Creating a mutual gain solution
- What do I want?
- What do they want?
- What do we want?
Module Eight - Phase Three - Closing
- Reaching consensus
- Building an agreement
- Setting the terms of the agreement
Module Nine - Dealing with Difficult Issues
- Being prepared for environmental tactics
- Dealing with personal attacks
- Controlling your emotions
- Deciding when it's time to walk away
Module Ten - Negotiating Outside the Boardroom
- Adapting the process for smaller negotiations
- Negotiating via telephone
- Negotiating via email
Module Eleven - Negotiating on Behalf of Someone Else
- Choosing the negotiating team
- Covering all the bases
- Dealing with tough questions
Module Twelve - Wrapping Up
Course 4 - Communication Strategies
Section One: Getting Started
Section Two: The Big Picture
- What is Communication?
- How Do We Communicate?
- Who’s Listening?
Section Three: Barriers to Communication
- It All Starts with Me
- Common Barriers to Communication
- Language Barriers
- Cultural Barriers
- Location Barriers
Section Four: Paraverbal Communication Skills
- The Power of Pitch
- The Power of Tone
- Vocal Speed Camera
Section Five: Non-Verbal Communication
- Your Body Speaks its own Language
Section Six: Speak Like a STAR
Using STAR
- Situation
- Task
- Action
- Response
Section Seven: Listening Skills
- Ten Ways to Listen Better Today
- Understanding Active Listening
- Sending Positive Signals to Others
Section Eight: Asking Good Questions
- Asking Open Questions
- Probing Questions
Section Nine: Appreciative Inquiry
- The Four Stages
- The Purpose of Appreciative Inquiry
Section Ten: The Art of Conversation Using SPEAC
- Suppose
- Prepare
- Enquire
- Ascertain
- Change
Section Eleven: Advanced Communication Skills
- Precipitating Factors
- Common Ground
Section Twelve: Wrapping up
Course 5 - CRM: An Introduction to Customer Relationship Management
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
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2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund policy.
3. What is the FREE Personal Success Training Program?
The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!
4. Are there any requirements to study this course?
No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.
5. Do I require to have finished high school to complete this course?
No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.
6. What if English is not my first language?
This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.
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All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
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After
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login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.
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Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.
10. What is online learning like?
Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.
Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
11. What computer skills do I need for my course?
You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).
12. How long will you have access to the online course?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
14. Do I need to buy textbooks?
All the required material for your course is included in the online system, you do not need to buy anything else.
15. Is the course interactive?
Yes, all our courses are interactive.
16. Is there an assessment or exam?
Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.
17. What type of certificate will I receive?
You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.
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The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
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Our
completion certificates are very valuable and will help you progress in
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new skills, you might even get a promotion.
18. Will this course be credited by universities?
No, it is not equivalent to a college or university credit.
19. Am I guaranteed to get a job with this certificate?
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
20. How will this course assist me with my career?
Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.
21. How long is the certificate valid for?
The Certificates are valid for life and do not need renewing.
22. Can I take more than one course at a time?
Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.
23. What are the Payment Methods available? Is there a payment plan?
We accept payments via PayPal, Credit Card and Bank Transfer.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
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Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com
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Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.
27. Can I create my own course bundle?
Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.
28. How will I contact Courses For Success if I have any questions?
You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
