Search eLearning Library for: eLearning - TrainingBriefs®
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TrainingBriefs® 393 courses
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TrainingBriefs® Coworkers Are Customers, Too!
When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.
TrainingBriefs® Creating a Positive Customer Experience
New Micro-Learning! Creating a positive customer experience requires flexibility. To gain and maintain customer loyalty, you must focus on active listening, demonstrate a positive attitude and be ready to solve problems.
TrainingBriefs® Cultural Competence & Communication
New Micro-Learning! Diversity is reality. Because social and economic change is coming faster and faster, organizations are understanding the need for cultural competence. We're realizing that if we don't improve our skills we're asking for organizational and cultural gridlock. Creating an inclusive team environment that values diversity helps you achieve our organization’s bottom line.
TrainingBriefs® Cultural Considerations in Business
New Micro-Learning! In the business world, communication is imperative for the successful execution of daily operations. Understanding cultural differences and overcoming language barriers are considerations you should have when dealing with people of various cultures.
TrainingBriefs® Difficult Performance Appraisals
The performance appraisal is one action tool that helps facilitate communication. It helps establish goals, it allows you to exchange feedback, and it is an excellent opportunity to revisit position expectations. Knowing how to navigate through a difficult performance appraisal is very beneficial in keeping “good” employees, identifying areas of opportunity, and redirecting employees who could improve in some areas such arriving late to work, missing deadlines, or displaying a negative attitude.
TrainingBriefs® Diffusing Customer Emotions
You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.
TrainingBriefs® Effective Interviewing: Ask Probing Questions
New Micro-Learning! Effective behavior-based interviewing is all about creating a process. Probing questions are the ones to ask when you need more specific information or more focused information. Always keep in mind that your probing questions need to be directly related to the technical and performance skills you previously identified in the interview.
TrainingBriefs® Effective Interviewing: Contrary Evidence
New Micro-Learning! When an interviewer begins to get a one-sided impression during a job interview, they tend to ask questions that will further confirm that impression. The reverse is also true. When an interviewer thinks a candidate has all the wrong skills or behaviors, they tend to ask questions that confirm the impression. To prevent these common interview issues, the interviewer needs to ask for contrary evidence.
TrainingBriefs® Effective Interviewing: Controlling the Interview
New Micro-Learning! In order to properly evaluate a candidate for an open position, it is important that you maintain control of the job interview. Establishing and maintaining control requires, in addition to good questioning techniques, effective listening skills to know when to redirect the conversation. This is an important component of behavior-based interviewing.
TrainingBriefs® Effective Interviewing: Open-Ended Questions
New Micro-Learning! Past behavior is the best indicator of future performance! This means asking focused questions that prompt the candidate to talk about past job experiences in very specific detail. Asking the right questions is your single best way to get the right kinds of information during the interview—the kinds of information that will lead you to the best hiring decision.
TrainingBriefs® Effective Interviewing: Preparation is Key
New Micro-Learning! Hiring the right person the first time takes more than a gut feeling. It takes planning and preparation. The result? You will be able to interview and evaluate candidates in such a way that you get the information you need to identify the right person for the job.
TrainingBriefs® Embracing Assistance
New Micro-Learning! Assistance is about making sure we've got what we need to do the job and it is not just a management function. If someone is dependent on you for something, or if you've got some knowledge that's going to help someone get his or her job done - you've got to offer assistance. And, if you need something, you need to ensure you ask for it.
TrainingBriefs® Embracing Feedback
New Micro-Learning! Diversity is a fact of life in today’s workplace. Which means we need to be able to recognize and respond to those similarities and differences and make better decisions based on those understandings. In this short course, we’ll explore the importance of providing accurate feedback to our direct reports - and being open their insights.
TrainingBriefs® Embracing Inclusion
New Micro-Learning! Inclusion is about recognizing and responding to the needs of all employees. It’s talking about co-workers in a supportive way, rather than criticizing them behind their backs. Most importantly, inclusion is about making sure work assignments and activities, including work-related social events, do not exclude or disadvantage anyone.
TrainingBriefs® Engaging Your Employees
New Micro-Learning! Employee engagement is a workplace approach resulting in the right conditions for all members of an organization to give their best each day, commit to their organization’s goals and values and achieve motivation to contribute to organizational success - with an enhanced sense of their own well-being.
TrainingBriefs® Ethical Choices – Violating Procedures
New Micro-Learning! Some organizations have SOX or the Sarbanes-Oxley Act to consider when it comes to policy. All publicly traded companies are now required by law to set in place accounting internal controls – ones that measure the organization’s effectiveness. Policies, like getting three bids, is an example of the many kinds of internal controls that must be followed – noncompliance is against the law.
TrainingBriefs® Ethical Dilemma - I’m Not Here
If you’re being pressured by a friend, coworker or even a manager... to lie… going along with them may seem like the easiest thing to do at first. It’s not! If you find yourself in such a dilemma, this course introduces a simple strategy to help.
TrainingBriefs® Ethics & Budgets
New Micro-Learning! Individuals make ethical choices, not organizations. In most cases, we are not talking about bad people. Granted, there some out there making conscious unethical choices, but this is the exception, not the rule. It’s usually good people that make bad choices. In this short course, you’ll observe an individual who discovers that her department is under budget. The question is will she make bad choices with this knowledge?
TrainingBriefs® Evaluating Ethical Situations
Updated! Deciding to how to react when you observe coworkers breaking policy or even laws can have consequences not only for them, but for you and the organization as well. If you find yourself in this type of situation, remember to use the filtering steps; evaluate the situation, evaluate the outcome of possible actions, and proceed accordingly.
TrainingBriefs® Evaluating the Interview
New Micro-Learning! So you think you know how to properly prepare for and conduct your interview but what do you do next? Once you have concluded all your interviews, the next step is to evaluate the interviews to determine who among all the candidates is the best fit for the job.