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Vital Learning Online Training Courses

Vital Learning Online Training Courses

Supplied by Zoe Training in conjunction with Powers Developmental Resources, these courses include online training solutions in the areas of leadership, productivity, and customer service.

Leadership EssentialsProductivityCustomer Service

Leadership Essentials

Essential Skills of Leadership
Upon completion of this course, managers and team leaders will be able to:

  • Interact with team members on a day-to-day basis in such a way as to maintain and enhance their self-esteem
  • Base discussions about performance and work habits on behavior rather than on personalities and attitudes
  • Involve team members in goal setting, problem solving, and decision-making

Essential Skills of Communicating
Upon completion of this course, managers and team leaders will be able to:

  • See that communication is a two-way process
  • Construct clear, concise messages in the interest of the listener
  • Manage nonverbal behaviors to reinforce the intent of messages
  • Listen actively to improve communication
  • Create a climate of open communication, which increases team members' motivation and commitment

Supporting Change
Upon completion of this course, managers and team leaders will be able to:

  • Understand why change happens, how people react to it, and how to support team member's struggles with change
  • Involve team members in a change initiative by promoting their understanding and ownership of the change and its benefits
  • Plan for individual or group follow-up sessions that support the change process and reinforce personal and organizational goals

Communicating Up
Upon completion of this course, managers and team leaders will be able to:

  • Understand the importance of framing all communication with their own manager in terms of his/her self-interest
  • Enter meetings with their manager armed with a well-thought out and clearly stated objective
  • Clearly link their objective with facts that support their plans and goals
  • Work with their manager to uncover any questions or reservations he/she may have concerning their message
  • Move conversations toward agreement with questions that focus on benefits to be gained when their objective is reached
  • Clearly and concisely restate the decision that results from communicating with their manager and insure that this decision is mutually understood

Developing Performance Goals and Standards
Upon completion of this course, managers and team leaders will be able to:

  • Define goals, objectives, and performance standards
  • Identify and set performance standards that are specific, measurable, attainable, results-oriented, and time-framed, using concrete active language
  • Establish time limits for all performance standards
  • Involve team members in creating their own individual performance standards
  • Negotiate to develop performance standards for team members that address both desired results and team

Providing Performance Feedback
Upon completion of this course, managers and team leaders will be able to:

  • Base assessments on facts and behavior
  • Assess performance
  • Use positive feedback to motivate team members
  • Gain team member participation in assessment
  • Gain team member agreement with the assessment
  • Gain team member commitment to the change needed to improve performance

Coaching Job Skills
Upon completion of this course, managers and team leaders will be able to:

  • Understand what coaching is, why it is important, and how it supports individual and company goals
  • Prepare for a coaching session by using observation and analysis to build a plan for a successful dialog
  • Hold a coaching conversation that improves an individual's performance and increases productivity
  • Use coaching as a way to build a valuable sense of teamwork between the team leader and team member through communication, shared goals, and collaboration

Delegating
Upon completion of this course, managers and team leaders will be able to:

  • Understand the role of delegation in time management, resource utilization, job satisfaction, and overall team productivity
  • Use a delegation process that ensures team member participation, involvement, and success so that what needs to be done gets done--properly and on time
  • Establish a team member's responsibility and authority for a delegated task--creating a framework for accountability and personal growth

Resolving Conflicts
Upon completion of this course, managers and team leaders will be able to:

  • Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity
  • Recognize the positive and negative impacts of conflicts and leverage conflict to everyone's advantage
  • Distinguish between the two major sources of conflict so that they can be resolved fairly and effectively
  • Establish a cooperative atmosphere to resolve conflicts when they arise

Managing Complaints
Upon completion of this course, managers and team leaders will be able to:

  • Understand why all team member complaints must be dealt with rather than ignored or dismissed
  • Be more sensitive to all the problems--minor or trivial, real or imagined--that can lie behind complaints
  • Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are the cause of his/her difficulties
  • Use various techniques to solve such problems while maintaining a positive relationship with the team member

Effective Discipline
Upon completion of this course, managers and team leaders will be able to:

  • Use the techniques of effective discipline to eliminate problem behavior
  • Communicate concerns in terms of behavior rather than perception or opinion
  • Minimize defensiveness and focus on solutions
  • Reduce conflict avoidance behaviors that undermine team morale, impact perceived fairness, and impede overall productivity
  • Review performance to make sure the problem is resolved
  • Recognize the importance of team member participation in defining the problems and solutions

Improving Work Habits
Upon completion of this course, managers and team leaders will be able to:

  • Recognize the difference between job performance and work habits; managers will understand that a work habits discussion is not coaching and requires different skills for successful resolution
  • Understand that unsatisfactory work habits must be dealt with quickly and effectively before they require disciplinary action
  • Explain clearly and specifically the nature of the team member's unsatisfactory work habit while focusing on behaviors rather than attitude
  • Use an action plan and ongoing reviews to help team members improve work habits and demonstrate personal accountability

Productivity

Achieving Communication Effectiveness
Upon completion of this course, participants will be able to:

  • Recognize the value of a good self-image in effective communication
  • Assess personal communication patterns to avoid self-defeating behaviors
  • Improve their ability to listen productively
  • Identify and overcome barriers to effective listening and responding
  • Improve messages by utilizing tools to add confidence and credibility and demonstrate support and empathy
  • Handle conflict constructively
  • Communicate effectively, and in a non-manipulative manner, to deal with different behaviors and situations

Professionalism in the Office
Upon completion of this course, participants will be able to:

  • Recognize the qualities that help an employee to be more professional on the job
  • Develop an awareness of the standards and abilities required for professional job performance
  • Learn how to develop an understanding of their organization's policies, procedures and philosophy
  • Improve their outlook and motivation
  • Improve interpersonal communication skills
  • Enhance teamwork through improved communications with peers, supervisors, and other co-workers
  • Increase productivity by organizing work, setting priorities, and managing their time effectively
  • Learn how to accept organizational changes and how to benefit from new opportunities

Diversity Awareness
Upon completion of this course, participants will be able to:

  • Understand cultural diversity
  • Learn about personal understanding of other cultures
  • Know how to celebrate differences once they are identified
  • Demonstrate how to interact with different kinds of people
  • See how multi-culturalism benefits both individuals and organizations

Customer Service

Dealing With Difficult Customers
Upon completion of this course, customer service professionals will be able to:

  • Demonstrate the calming and focusing techniques in a difficult customer situation
  • Identify at least four clues that indicate the existence of a difficult customer situation
  • Give two reasons why the use of the calming and focusing skills are important in dealing with difficult customer situations
  • Describe the focusing techniques for dealing with upset customers

Delivering Customer-Focused Service
Upon completion of this course, customer service professionals will be able to:

  • Describe the importance of professionalism to a customer service professional
  • List characteristics associated with professionals that they can exhibit on the job
  • Identify the professional characteristics they already exhibit on a regular basis, and the professional characteristics they need to develop or improve
  • List action items, that if achieved, will improve their professionalism
  • Describe the essential communication skills of listening, questioning, verifying, and explaining
  • Effectively perform the four steps of the customer service process and know the essential communication skills in each of the four steps of the customer service process
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