Courses

Customers are your company’s most vital asset - without customers, your company probably won’t be in business for long. Providing a positive customer experience is one key to long-term success.

This course will review the various forms of abuse, neglect and/or exploitation that unfortunately occurs all too often in support communities around the country. This course seeks to prepare learners to distinguish the various types of reportable incidents, how to document incidents, and when to suspect you might be supporting an individual who may be at risk of being exploited, abused, or neglected.

Generation Y workers want and need different things than Generation X’ers and Baby Boomers so you have to know exactly what it is they want and need. This course is designed to help you understand what these workers expect from their employer and what you can do to lead them to thrive in the workplace.

This course discusses HIPAA, the Health Insurance Portability and Accountability Act of 1996. You will learn ways to protect patient information, as well as the consequences you'll face if you fail to protect confidential information.

In this course, you will learn how to create a team from the ground up, using your end goals to guide your decisions. We will discuss common characteristics exhibited by successful, and unsuccessful, teams, and offer methods for encouraging your team members to trust and openly communicate with one another.

In today’s age, we are increasingly connected to the Internet and we use computers in our everyday lives and work. But the Internet is not completely safe from threats. In fact, attacks on our computers and accounts can happen any time, anywhere. That’s why it’s important to take security measures to protect your computer system, software, data, and personal information from cyberattacks.

If you work in customer service, you probably spend most of your time dealing with customers who have a problem they want to solve or a complaint they want to share. Unhappy customers are a regular part of your day.

As leaders, we all wish our teams could operate as well-oiled machines. But what does that involve? Trust, cooperation, and expertise – yes. But it also requires assigning tasks to the right people – in other words, delegation. This course will equip you with the concepts, frameworks, and tools to help you develop a basic understanding of the delegating process so you can optimize performance and improve productivity in the workplace.

Managing employee performance is the key to an effective performance management system. That includes setting goals, making sure that your expectations are clear, and providing frequent feedback. This training course will help you navigate the employee performance process and enhance your skills as a supervisor or manager.

Because the world around us is rapidly changing and the workforce is more diverse than ever, organizations need to understand diversity and how it affects employees and outside perception. Employers that invest in cultural diversity training will see a number of benefits, including improved employee relations and higher morale and retention. This training course explores the ideas behind diversity, the benefits of a culturally diverse workplace, and why it can be difficult to implement diversity initiatives.

It’s inevitable – change happens. Sometimes you know it’s coming and other times it comes out of nowhere, possibly disrupting everything your team has been working on and changing your direction. On some level we’re all resistant to change, but as managers, we have to inspire our teams to prepare for and handle change, regardless of whether we perceive it as good or bad. This course will equip you with the concepts, frameworks, and tools to help you develop a basic understanding of how to manage change in the workplace so you can optimize performance and unleash greater potential.

Sexual harassment in the workplace is a problem for employees, regardless of gender, and it's a liability for the organization itself. This course walks managers and employees through basic details about sexual harassment and examines the idea that preventing sexual harassment will save time and money, protect employees, and build company morale.

Stress can affect a person's mind and body, and prolonged, unmanaged stress can reduce quality of life. This course teaches managers how to handle their own stress, as well as identify the signs of stress in their employees.

Time management is often more difficult to master than it sounds. Fortunately, if you invest the “time” to organize your priorities, you’ll be able to use your time more effectively and practice better time management skills. In this training course, you will learn how to exercise control over the amount of time you spend on certain activities and how doing so will increase your productivity.

We all want our teams to be cohesive, nimble, and creative. In your team and organization, you are probably looking for ways to improve how work gets done and raise everyone’s standards and expectations for what’s possible. You want more of what works and less of what doesn’t. You want better, more beneficial, and more constructive outcomes. This course will equip you with the concepts, frameworks, and tools to help you develop a basic understanding of the teaming process so you can optimize performance and unleash greater potential.

In this course, you will learn how to help a client create and maintain a spending plan. We will discuss how a spending plan helps people successfully handle their finances, and we’ll outline the steps and tools people need to take to create spending plans that work. You will also learn different ways to help your clients set financial goals and incorporate those goals into their spending plan.

Feedback can be positive, given as praise and recognition, or it can or negative - and both are important. Being able to give clear and specific feedback is an important part of being a manager, but knowing how to accept feedback is an important tool for all of us. It’s when we know how to react to constructive feedback that we’re able to learn from mistakes and improve our work. This course will teach you the how to give and receive feedback for maximum impact and long-term success.

This course will equip you with the concepts, frameworks and tools to master the meeting process so you can optimize performance and maximize production.

We all know that some amount of conflict is avoidable, but have you ever considered that conflict in the workplace can be beneficial as well as detrimental? In this training course, you will learn about what causes conflict and what managers and organizations as a whole can do to prevent and, when necessary, solve conflict.

Transference and countertransference refer to the idea that feelings and thoughts can be projected onto another person, and this projection can be harmful to your helping relationships. This course will help you understand these concepts and avoid boundary violations.