Page 8 - Admin Course Catalog_LS

IFSS-06 Preventing Unhealthy Workplace a more cohesive team by focusing on improvements in
Conflict three areas: communication, cooperation, and trust.
You'll learn specific strategies for improving
communication and promoting cooperation among

Duration: 30 minutes team members. You'll also learn what signs suggest a
Jr. Category: n/a lack of trust on a team and what you can do about this,
Conflict, when hurtful or unresolved, puts distance including specific techniques you can use to build trust.
between people who need to work together, and often
results in a loss of talent. 'Not getting along' shouldn't IFSS-09 Effective Team Communication
be the reason people fail to contribute or leave
organizations. Dealing with conflict when it is in your
face is one thing, but preventing it comes first. This Duration: 31 minutes
means accepting that conflict may occur, Jr. Category: Customer Service
understanding the sources of potential conflict, It's vital to maintain open, effective communication on
preventing unnecessary conflict by watching for signs, a team. However, it's all too easy to adopt bad habits.
and making sure you and others know what is 'off Without realizing how badly it affects your team, you
limits.' In this course, you'll learn about the benefits of or another team member may communicate in ways
healthy conflict, as well as typical sources of conflict. that lead to misunderstandings, cause unnecessary
You'll find out how to recognize the signs of unhealthy conflict, keep others from having their say, and prevent
conflict and take steps to prevent it. In addition, you'll the team from performing as well as it could. In this
learn when it's appropriate to report a conflict. course, you'll learn about different verbal barriers to
effective team communication and strategies for
IFSS-07 Working Out & Through Conflict overcoming them. But speaking is only one part of
communication; effective listening is vital too. So, you'll
also learn about specific active listening techniques
Duration: 29 minutes that can help you be a better listener.
Jr. Category: Customer Service
When you are dealing with workplace conflict,
emotions get stirred up, and many people want conflict Sales
to 'go away.' But in most cases, it won't go away on its
own, so you need to choose a course of action.
Sometimes it just means making peace with yourself or
a situation. Other times, you may need to make trade-
offs. If your choice is to deal with it straight on, you
need a process. In this course, you'll learn how to work
through conflicts smoothly by using a structured
conflict resolution process. You'll also learn about
techniques for getting the process back on track if
difficulties arise.
Sales skills and techniques. Learn individual
IFSS-08 Strategies for Building a Cohesive aspects of the sales process to enhance the
Team overall experience for customers.

Duration: 29 minutes S-01 Making an Impact with Non-verbal
Jr. Category: Customer Service Communication
Team cohesion, or the strength of the links between
team members, determines how effective a team will

be, especially in responding to outside pressures. A *Recommended
team has to be cohesive if its members are to function Duration: 24 minutes
as a unit, working closely and efficiently to achieve Jr. Category: Customer Service
common goals. In this course, you'll learn how to build

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