Teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. It greatly benefits an organization and can lead to greater success. The Teamwork and Team Building course explores the different aspects of a team, as well as ways to become a top-notch team performer. It teaches the concepts of what makes up a team and what to do to become a successful team member. Topics Include: • Defining Success • Types of Teams • The First Stage of Team Development - Forming • The Second Stage of Team Development - Storming • The Third Stage of Team Development - Norming • The Fourth Stage of Team Development - Performing • Team Building Activities • Making the Most of Team Meetings • Solving Problems as a Team • Encouraging Teamwork

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Teamwork is a part of everyday business life. Whether it's virtual, in the office, or on the road, we are often expected to be a functional part of a team. Having a strong team benefits every organization and can lead to further successes. The Team Building for Managers course explores the different aspects of a team and teaches ways to produce top-notch team performers. It covers the details and concepts of what makes up a team, and what factors into being a successful team and team member. Learn to build camaraderie, develop problem solving skills, and stimulate interaction to develop great team members. Topics Include: • What Are the Benefits of Team Building? • Types Of Team Building • Creating Team Chemistry • Improving Team Strength • Engagement and Collaboration Activities • Building a Great Team Identity • Social Gathering • Common Mistakes When Team Building • Formatting a Team Building Plan • Evaluations and Improvements

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Workplace safety is the responsibility of everyone in an organization. Companies have legal obligations to meet certain safety requirements, but many choose to go further than the minimum standards. This requires having safety standards and procedures in place for all those in the organization to follow. The Safety in the Workplace course can be instrumental in learning to review common hazardsand implementing safety techniques and policies. Learning to identify and anticipate hazards is key to preventing injuries and keeping employees safe. Topics Include: • An Overview • Types of Hazards • Managers Role • Training • Stress Management • Workplace Violence • Identifying Your Company Hazards • Drug & Alcohol Abuse • Writing the Safety Plan • Implementing the Plan

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Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business. Knowing what do before, during, and after an event can mitigate damage and harm, therefore it is important to have processes and controls in place to reduce the impact. The Risk Assessment and Management course teaches how to identify hazards and risk that are not necessarily obvious and how to prevent accidents before they occur. It covers how to limit and remove potential dangers through assessment techniques and provides the skills necessary to build a recovery plan. Topics Include: • Identifying Hazards and Risks • Seeking Out Problems Before They Happen • Everyone’s Responsibility • Tracking and Updating Control Measures • Risk Management Techniques • General Office Safety and Reporting • Business Impact Analysis • Disaster Recovery Plan • Summary Of Risk Assessment

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One of the most critical traits to look for in an employee is responsibility.  Responsible employees at any level can drive the success of an organization. The Responsibility in the Workplace course introduces the idea of responsibility and teaches the traits that define a responsible employee. It shows the effects of having responsible employees versus irresponsible employees and teaches the steps to becoming more responsible. Topics Include: • Accountability Ladder • Examples of Responsibility • Importance • Benefits • Overcoming Barriers • Increasing Responsibilities • Accountability Software

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A respectful work environment is essential to the overall success of a team and it contributes to a stronger work reputation. Learning to accept the differences between the values and perspectives of those around us allows for continued growth and shared knowledge. The Respect in the Workplace course provides the tools to help empower teams to recognize behaviours that influence performance in the workplace. It teaches how to ensure a workplace of integrity and professionalism that brings a healthy, safe work environment. It covers positive conflict management and the importance of managing emotions for a respectful workplace. Topics Include • What is Respect • The Respectful Employee • Disrespectful Behavior • Managing Emotions • Respectful Communication Approaches • The Inclusive Mindset • Employee Recognition • The R's of Respect • Building a Respectful Workplace • Benefits to the Business

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Networking is one of the most basic and essential skills employees should develop. Having great networking skills within an organization is sometimes overlooked but having them can lead to increased productivity and performance. The Networking Within the Company course is about creating and maintaining better relationships. Learn to develop skills to avoid obstacles, increase communication, and build relationships that last over time. Understand ways to embrace the aspects of networking in the workplace to grow business and create a more engaging environment. Topics Include • The Benefits of Networking at Work • Networking Obstacles • Networking Principles • How to Build Networks • Recognizing Networking Opportunities • Common Networking Mistakes • Developing Interpersonal Relationships • Online Networking Tools • Time Management • Maintaining Relationships Over Time

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Networking is defined as the exchange of information or services among individuals, groups, or institutions; specifically, the cultivation of productive relationships for employment or business. The Networking (Outside the Company) course covers the important development of a core set of networking skills. By managing and looking at the way people interact and seeing things in a new light, almost every aspect of a networking strategy can improve. Learn common networking mistakes, how to manage a network and the different tools available for building the best one. Topics Include: • The Benefits of Networking Outside of Work • Networking Obstacles • Networking Principles • Why Network? • How to Build Networks • Online Networking Tools • Developing Interpersonal Relationships • Common Networking Mistakes • Time Management • Managing a Personal and Professional Network

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Being prepared for the inevitable situation of serving an unhappy customers can make all the difference in resolving issues and ensuring return business. Knowing how to build rapport, recognizing certain body language and knowing the steps to problem resolution are all important components of effectively handling difficult customers. The Handling a Difficult Customer course teaches stress management skills and covers both in-person and over the phone techniques. It reviews addressing complaints, the scenarios to be aware of and how to follow up properly to generate return business. Topics Include • The Right Attitude Starts with You • Internal Stress Management • External Stress Management • Transactional Analysis • Why are Some Customers Difficult? • Dealing with the Customer Over the Phone • Dealing with the Customer in Person • Sensitivity in Dealing with Customers • Scenarios of Dealing with a Difficult Customer • Following up With a Customer Once You Have Addressed Their Complaint

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Developing a business environment that reflects a positive set of values and ethics can produce an increase in teamwork and loyalty. Creating a corporate behavior plan provides structure in an organization and defines expectations. This can open the door to better communication, team building and trust. The Developing Corporate Behaviour course provides the tools necessary to develop a better understanding of behaviour and how it applies to creating a solid corporate behaviour plan. It covers how to effectively implement the plan and the importance of auditing it. Having a plan in place creates accountability and can lower the number of workplace incidents. Topics Include: • The Science of Behaviour • Most Common Categories of Corporate Behaviour • Managerial Structure • Company Values and Ethics • Employee Accountability • Workplace Incidents • Designing and Implementing • Corporate Team Behaviour • Auditing Corporate Behaviour

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Delivering constructive criticism is challenging for most people but if done correctly can provide great benefits to an organization. It provides the ability for management to nullify problematic behaviours and develop well rounded and productive employees. The Delivering Constructive Criticism course provides the tools to gain valuable knowledge and skills to assist with delivering feedback. It reviews when the appropriate time is for constructive feedback and what to do to ensure the behaviours are recognized and corrected. Providing timely and specific feedback shows an employee that management cares about them and will invest time and effort into their careers. Topics Include: • When Should Feedback Occur? • Preparing and Planning • Choosing a Time and Place • During the Session • Setting Goals • Diffusing Anger or Negative Emotions • What Not to Do • After the Session

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Every organization is responsible for ensuring cyber security. The ability to protect information systems from impairment or theft is essential to success. Implementing effective security measures will not only offer liability protection; it will also increase efficiency and productivity. The Cyber Security course reviews what the different types of malware and security breaches are and teaches effective prevention methods. It covers the basic concepts associated with cyber security and what a company needs in order to stay secure. Topics Include: • Cyber security Fundamentals • Types of Malware • Cyber Security Breaches • Types of Cyber Attacks • Prevention Tips • Mobile Protection • Social Network Security • Prevention Software • Critical Cyber Threats • Defense Against Hackers

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Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and smart phone apps. The customer experience begins long before the purchase is made. The Customer Support course teaches the new opportunities in customer support services via the internet, and how to maximize these opportunities. It reviews the most common forms of technology being used for customer interaction and what best practices are important to adopt. Topics Include: • What Is Customer Service? • Challenges • Email • Texting • Webchat • Multi-Channel Apps • Support Ticket Apps • Documentation • Feedback • Being Proactive

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Customer service is not only for those on the front lines serving people or selling a product. It can be everything from the people who produce the paycheques in an organization to a company owner managing their team. Customer service is about serving both external and internal customers effectively to support positive results. The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. It teaches a strong set of skills including in-person and over the phone techniques, dealing with difficult customers, and generating return business.   Topics Include: • Who We Are and What We Do • Establishing Your Attitude • Identifying and Addressing Needs • Generating Return Business • In-Person Customer Service • Giving Customer Service over the Phone • Providing Electronic Customer Service • Recovering Difficult Customers • Understanding When to Escalate • Ten Things You Can Do to WOW Every Time

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There is bound to be conflict of some degree in every organization and learning to deal with it is important no matter the size of the company. Left unchecked or not resolved, it can lead to lost production, absences, attrition, and even law suits. The Conflict Resolution course provides crucial conflict management skills. It provides a seven-step conflict resolution process to help resolve disputes of any size. It teaches solution building and finding common ground as well as dealing with anger using the Agreement Frame method. Topics Include: • An Introduction to Conflict Resolution • The Thomas-Kilmann Instrument • Creating an Effective Atmosphere • Creating Mutual Understanding • Focusing on Individual Needs • Getting to the Root Cause • Generating Options • Building a Solution • The Short Version of the Process • Additional Tools

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While a training program on workplace manners and courtesy may seem like overkill, the reality is that perceived rudeness can drastically affect an organization. Understanding uncivil behaviour and workplace etiquette can have a direct impact on the bottom line. The Civility in the Workplace course introduces the concept of civility, its importance to a company, as well as its typical causes and effects. It teaches the skills needed to effectively practice civil behaviour, as well as different ways organizations can systematize civility in the workplace. Topics Include: • What is Uncivil Behavior? • Effective Work Etiquette • Costs and Rewards • Conflict Resolution • Getting to the Cause • Communication • Negotiation • Identifying Your Need • Writing a Civility Policy • Implementing the Policy

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Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation. The Change Management course provides the tools to implement changes more smoothly and to have those changes better accepted. It teaches how change is implemented and provides tools for managing reactions to change. Topics Include: • Preparing for Change • Identifying the WIIFM • Understanding Change on an Individual Level • Leading and Managing the Change • Gaining Support • Making it all Worthwhile • Using Appreciative Inquiry • Bringing People to Your Side • Building Resiliency • Building Flexibility

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Business etiquette is a set of manners often upheld by custom that is accepted or vital in a profession. Typically enforced by the members of an organization, those who violate business etiquette are usually not as well respected by colleagues. Gaining and maintaining respect at work is necessary for most people to feel better about their jobs which can translate into better customer relationships. The Business Etiquette course teaches the components of creating a professional, mutually respectful atmosphere and how to improve communication to help an organization serve as a productive place. Topics Include: • Understanding Etiquette • The Meet and Greet • The Dining in Style • Eating Out • Business Email Etiquette • Telephone Etiquette • The Written Letter • Dressing for Success • International Etiquette

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A company’s ethics will determine its reputation and good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability but it takes time and effort. The Business Ethics course will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, and competitors.Learn how all of these groups have an effect on the way a company’s ethics are developed and how to create the most effective program. Topics Include: • What is Ethics? • Implementing Ethics in the Workplace • Business and Social Responsibilities • Ethical Decisions • Whistle Blowing • Managerial Ethics • Unethical Behavior • Ethics in Business

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Business Acumen is about seeing the big picture and recognizing that all decisions, no matter how small can have an effect on the bottom line. Strong business acumen has the ability to influence the whole organization and provide an additional edge that can lead to success. The Business Acumen course teaches how to recognize learning events, better manage risk, and increase critical thinking. It covers financial literacy and helps improve overall business sense to improve judgment and decisiveness skills. Topics Include: • Seeing the Big Picture • KPI’s (Key Performance Indicators) • Risk Management Strategies • Recognizing Learning Events • You Need to Know These Answers and More • Financial Literacy • Business Acumen in Management • Critical Thinking in Business • Key Financial Levers

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Recognizing the strengths and values of focusing on what is working as opposed to what’s wrong can help transform an organization. Appreciative inquiry is about shifting from looking at problems and deficiencies and instead focusing on strengths and successes. The Appreciative Inquiry course teaches positive questioning of employees to guide them in the right direction. It provides tools for change that can strengthen relationships throughout abusiness using best practices and positive stories to impact transformation. Topics Include: • Introducing Appreciative Inquiry • Changing the Way You Think • The Four D model • The Four I Model • Appreciative Inquiry Interview Style • Anticipatory Reality • The Power of Positive Imagery • Influencing Change Through AI • Coaching and Managing With AI • Creating a Positive Core

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