Page 21 - 2019 Online Course Catalog

Standard e-Learning Courses by Topic F11 - Full Screen
or Exit Catalog

 Keeping Business Calls Professional
In business, one of the oldest communication tools is still among the most important – the telephone. It's
crucial to create a positive impression, even when using the phone. In this course, you'll learn about some
basic rules of etiquette to help you keep your business calls professional. You'll explore general best
practices, and how to make and receive calls professionally. You'll also learn best practices for using a cell
phone, and how to record and leave effective voicemail messages.
At the conclusion, participants should be able to:
 recognize why the telephone is such an important business tool
 recognize general best practices for using the telephone
 recognize best practices for making and receiving calls
 identify examples of best practices for using a cell phone
 recognize examples of appropriate recorded voicemail greetings
 recognize appropriate examples of leaving voicemail messages

AUDIENCE: All Employees

 Dealing with Difficult Conversations
The most effective managers know that, when faced with difficult conversations, the ultimate goal is to
produce positive outcomes. While they can represent an emotional confrontation, these discussions can also
be meaningful and constructive. This course identifies the common challenges of difficult conversations and
explores the strategies that can be used to handle them. Challenges can include a subject who's not willing to
engage in conversation or who looks to place the blame on you. By using various strategies and techniques to
overcome these challenges, you can keep the conversation on track, manage your emotions, and progress
the conversation to produce positive outcomes.

Helps leaders:
 recognize examples of challenges you may encounter in a difficult conversation
 match challenges you may encounter in difficult conversations to the strategies for dealing with them
 determine which guidelines for reframing a difficult conversation have been followed appropriately
in a given scenario
 match ways of creating validation to examples
 recognize examples of the steps to take to handle criticism in a difficult conversation

AUDIENCE: ALL EMPLOYEES

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