Course Catalog - Orion Learning... Page 3 of 71 1-855-686-2002 2016 ver1.0 Courses by Topic Orion...

Course Catalog

www.orionelearning.com Page 2 of 71 1-855-686-2002

2016 ver1.0

Our Learning Solutions

Our learning and development courses and programs designed to deliver competency-based learning and development skills solutions to

anyone who needs it.

Whether you’re an individual team member, supervisor, new or aspiring manager, or experienced middle manager, our catalog provides

information to introduce brand new or helps you build upon your existing skill set.

With over 650 engaging, content-rich, competency-based online and in-class courses, Orion Learning’s learning and development solutions

cover a range of topics including: Business Skills, Certification, Contact Center, Customer Service, Health & Safety, Help Desk, Human

Resources, Languages, Management Skills, Mentor Videos, Sales and Software. Each course is designed to enable learners to ‘stop and

start’ every course and be accessed around users’ day-to-day responsibilities, 24/7 X 365.

We are the only learning and development company in the world that offers ISO competency based customer service certification

programs. These programs offer a broad learning spectrum and results in the learner achieving a professional designation that is verifiable

through an online global public register of certified individuals.

Our learning and development solutions are very easy to navigate and offer a high degree of content, user interaction, solid assessments

and an easy to use learning management system (LMS).

Use our learning and development solutions to help all learners develop skills to:

Succeed in a new role;

Manage their time, tasks, responsibilities;

Manage and develop people and relationships;

Manage teams;

Understand key management concepts;

Learn key skills to evolve as effective managers;

Improve sales and engagement;

Improve communication;

Improve customer service techniques and activities; and

Understand their roles and environment


2016 ver1.0

Courses by Topic

Orion Learning offers learning and development solutions that include online and in-class courses. Our library of over 650 competency-based

learning courses are listed below, grouped by topic:

Business Skills An Introduction to Meetings and Meeting Types Organising and Running Effective Meetings

An Introduction to Time Management Planning and Scheduling

An Overview of Performance Appraisal Preparing for the Appraisal

Attracting Candidates and Producing Job Advertisements Shortlisting Candidates and Selection Techniques

Creating SMARTER Objectives SMARTER Objectives for Managers

Deciding the Priorities The Appraisal Discussion

Delegation The Importance of Setting Goals in Time Management

Job Analysis, Job Descriptions and Person Specifications The Recruitment Process: An Overview

Managing Disruption and Keeping Focused The Role of the Coach

Ongoing Appraisal Understanding and Handling Meeting Behavior

Certification Programs Certified Contact Center Agent (CCCA) Certified Service Agent (CCSA)

Certified Contact Center Supervisor (CCCS) Certified Service Supervisor (CCSS)

Certified Service Manager (CCSM)

Contact Center Contact Center Information Use and Systems Introduction to Contact Centers

Contact Center Telephony and Systems Privacy and Data Security - Canada

Contact Center Time Management

Customer Service Customer Service Basics Handling Difficult Customers

Customer Service Policies and Procedures Rebuilding Customer Relationships

Discovering Customer's Problems Understanding Your Customer

Effective Listening Verbal Communication

Evaluating Customer Service Written Communication

Health & Safety An Introduction to Health and Safety at Work Managing Workplace Transport Health and Safety Risks

An Introduction to Managing Health and Safety Preventing Bullying in the Workplace

An Introduction to Risk Assessment Protecting the Environment at Work and Home

Asbestos Awareness Risk Assessment for Managers

Asbestos Basic Awareness RSI – What it is and How to Avoid it

Avoiding Slips, Trips and Falls Safe Manual Handling

Control of Substances Hazardous to Health Awareness Safe Working with Workplace Transport

Display Screen Equipment and Workstation Safety Staying Safe in Confined Spaces

Fire Prevention and Evacuation Staying Safe with Electricity

Fire, Safety and Evacuation Staying Safe with Hazardous Substances

Hand Hygiene – A Video Guide Staying Safe with Noise

Managing and Handling Stress at Work

Help Desk Comparing Platforms and Devices Operating System Components

Computer Component Interactions Platform Peripheral Devices

Computer Hardware Serial and Parallel Ports

Computer Networking Service Operating Systems

Computer Operating Systems Software Application Features

Computer Software Software Installation Processes

Computer Storage and Memory Software Performance and Diagnostic Testing

Customer Relationship Management Software System Requirements

Desktop and Mobile Platform Components Troubleshooting Basics

Desktop Operating Systems Troubleshooting Tools

Disaster Recovery Planning Troubleshooting-Common Hardware Issues

Internet and Intranet Troubleshooting-Common Issues with Peripheral Devices

Internet Security Troubleshooting-Common Software Issues

IT Behavior, Compliance and Ethics Troubleshooting-Connectivity and Networking Issues

Mobile and Tablet Operating Systems

http://orionelearning.com/index.php/catalog/product/view/id/161/category/21/








2016 ver1.0

Courses by Topic

Human Resources AODA - Customer Service Compliance for Managers Preventing Violence in the Workplace for Employers

AODA - Training for AODA Customer Service Structure, Culture and Change

Diversity in the Workplace for Employees Workplace Harassment for Employees

Diversity in the Workplace for Employers Workplace Harassment for Employers

Health and Wellness Workplace Hazardous Materials in the Workplace (WHMIS) for

Employers

Motivation Based Interviewing Workplace Hazardous Materials Information System (WHMIS) for

Employees

Perception Workplace Safety for Employees

Power and Influence Workplace Safety for Employers

Preventing Violence in the Workplace for Employees

Language Talk Now! Talk The Talk!

Talk More! Talk Business!

Leadership Appraising Workplace Performance Interviewing, Hiring, Orientation and Training

Building Effective Teams Making Employees Accountable

Coaching in the Workplace Management Preparation

Common Human Resource-Related Issues and Responsibilities Performance Management

Communicating for Success Talent Management

Conflict Resolution Strategies for the Workplace Team Building

Dealing with Change Team Dynamics

Delegating Effectively Team Environment and Behaviors

Emotions, Attitudes and Stress Time Management for Peak Performance

Hiring for Success Using Motivational Training

Management A Background to Body Language Removing the Barriers to Listening

An Introduction to Listening Silent Selling - Using Body Language in Sales

Becoming a Better Listener Silent Speech - Understanding Body Language

Delivering Presentations Unproductive Questions

Introduction to Negotiation Using Body Language in the Workplace

Negotiation Strategies 1 - Strategy Basics Using Open and Closed Questions

Negotiation Strategies 2 - Psychological Strategies Using Probing Questions

Preparing for Presentations Why Are Questions Important?

Mentor Videos Are You Really in Charge? How Do I Start the Conversation?

Becoming the Boss How Do I Use Flexibility When Managing Young People?

Creating Accountability in Teams How Do I Use Questions to Control Situations?

Dealing with Poor Performance How Do I Write Objectives?

Dealing with Racial Harassment How to Control a Meeting by Being Assertive

Different Strokes for Different Folks How to Control a Meeting by Setting Ground Rules

Encouraging Creativity in Teams How to Deal with Being Ignored?

Fear of Making Mistakes How to Get Noticed

Getting Heard at Meetings Learn to Let Go

Getting the Results, You Want Out of Meetings Making Your to Do List Work for You

How Do I Ask Open Questions? Managing Friends

How Do I Become a Better Listener? Managing Young People - What's Different?

How Do I Become More Talkative at Meetings? Office Politics - How to Play Them

How Do I Build Trust? One of The Boys - A Good Idea?

How Do I Close the Conversation? One of the Girls - A Good Idea?

How Do I Create a Meeting Agenda? Play Chess Not Checkers

How Do I Deal with Difficult People? Prioritising Projects

How Do I Deal with Interruptions? Resolving Conflict in Teams

How Do I Deal with Mobile Phone Use at Work? Running Effective Meetings

How Do I Describe to Do List Tasks So They Work for Me? Should I Worry About Conflict in my Team?

How Do I Explain the Consequences of Bad Behavior? Some People Are Too Good to Lose

How Do I Get My Team on My Side? Success Breeds Success

How Do I Give a Verbal Warning? Tell us About Yourself

How Do I Highlight the Impact of Poor Behavior? The Bullied Manager

How Do I identify Good and Bad Conflict in My Team? The Importance of Humor

How Do I manage My Email In-Box? Using Dress and Behavior Effectively

How Do I Manage My Email? What Can You Bring to This Job?

How Do I Present a Problem to My Boss? What is a Job Interview?

How Do I Prevent Conflict in My Team? What Should You Take to a Job Interview?

How Do I Schedule Meetings Effectively? When Do I Use My Authority to Resolve Conflict?

How Do I Specify the Changes in Behavior? Why Bother with Objectives

How Do I Specify the Problem?


2016 ver1.0

Courses by Topic

Sales Customer Needs and Desires Resolving Sales Objections

Market Segmentation and Target Marketing Selling and Closing Techniques

Marketing and Sales Objectives The Sales Verification Process

Profit Margins and Sales Targets

Software Microsoft Excel 2010 - Beginner Microsoft PowerPoint 2010 - Beginner

Microsoft Excel 2010 - Intermediate Microsoft PowerPoint 2010 - Intermediate

Microsoft Excel 2013 - Beginner Microsoft PowerPoint 2013 - Beginner

Microsoft Excel 2013 - Intermediate Microsoft PowerPoint 2013 - Intermediate

Microsoft Outlook 2010 - Beginner Microsoft Word 2010 - Beginner

Microsoft Outlook 2010 - Intermediate Microsoft Word 2010 – Intermediate

Microsoft Outlook 2013 - Beginner Microsoft Word 2013 – Beginner

Microsoft Outlook 2013 - Intermediate Microsoft Word 2013 – Intermediate









2016 ver1.0

Course Overview Directory

Business Skills ............................................................................................................ 7

Certification Programs ........................................................................................ 12

Contact Center .................................................................................................... 17

Customer Service ................................................................................................. 19

Health and Safety ................................................................................................ 22

Help Desk .............................................................................................................. 28

Human Resources ................................................................................................ 35

Languages ............................................................................................................ 41

Leadership............................................................................................................. 45

Management ....................................................................................................... 52

Mentor Videos ...................................................................................................... 63

Sales ....................................................................................................................... 65

Software ................................................................................................................ 67


2016 ver1.0

Business Skills: Course Overviews

An Introduction to Meetings and Meeting Types

Meetings are an inescapable part of business life today; whether you attend them on a regular basis, or are responsible for calling and

running them, they are likely to figure highly in your everyday working life. But how often does a meeting fail to achieve anything concrete?

How often do you sit in a meeting thinking your time could be better spent? If you are like most people, the answer is probab ly ‘pretty often’.

It’s important, therefore, to make sure that meetings are held only when necessary, that their objectives are clear and that they are run

effectively. This course sets out to introduce you to the subject of meetings and the different types you may encounter or run.

Course Code: T4BMS13 (Audio) or T4BMS13NA (Non-Audio) Duration: 45 Minutes

Course Topics:

The purpose of meetings Meeting structure

The benefits and disadvantages of using meetings The key roles of a chairperson

The key features of an effective meeting

An Introduction to Time Management

The tell-tale signs of poor time management are often apparent in the workplace; people feeling overloaded with work, working late or

missing deadlines – often lurching from one crisis to another. The outcomes of poor time management are potentially harmful for both the

individual and the organisation, since productivity suffers, stress takes a hold and morale crashes. When time is managed well, however,

people are exceptionally productive at work, stress levels drop and they can devote time to the interesting, high-reward projects that can

make a real difference to a career. The organisation also benefits from higher productivity and well-motivated employees. This course, one

of a series, enables the learner to understand the concept of time management, identify any issues they may have and take initial steps to

remedy problems.

Course Code: T4BBUS02 (Audio) or T4BBUS02NA (Non-audio) Duration: 45 Minutes

Course Topics:

Time management problems – the symptoms Combined discrimination

What is time management? Avoiding procrastination

To-do lists Avoiding task overload

Personal goals Taking breaks

Prioritising tasks Scheduling tasks

Managing distractions

An Overview of Performance Appraisal

For many managers the ideas of conducting performance appraisal fills them with dread. This is unfortunate, as performance appraisal is a

crucial element of the overall performance management process and, as such, generates many benefits for the individual, the l ine manager

and the organisation. This course will enable the learner to approach performance appraisal more positively having gained an

understanding of the purpose, content and structure of the process. He or she will also buy into the importance of performance appraisal

having appreciated the many benefits that emerge from it. An Overview of Performance Appraisal’ forms an essential foundation for all

managers with line responsibility for performance appraisal, enabling them to derive maximum benefit from the other courses in the series.

Course Code: T4BMS01 (Audio) or T4BMS01NA (Non-audio) Duration: 35 Minutes

Course Content:

The Benefits to the Individual Key Elements of an Effective Appraisal

The Benefits to the Manager The Structure of an Appraisal Discussion

The Benefits to the Organisation The Importance of Appraisal Skills

Attracting Candidates and Producing Job Advertisements

If you have completed the first two courses in the recruitment and selection series, you will now be armed with your job description and

person specification. Now you are ready to think about how you are going attract applicants for the job. This part of the recruitment stage

is where you spend time and resources attracting a suitable pool of candidates from which to make a selection. There are many ways of

attracting candidates, some of which can be costly, so it’s important to get it right first time. This course will look at how to attract the right

candidates and how to write a job advertisement.

Course Code: T4BMS08 Duration: 45 Minutes

Course Topics:

The advantages of internal and external recruitment Job advertisements

Selecting an effective attraction method Managing applications

Additional methods of attracting candidates


2016 ver1.0


Creating SMARTER Objectives

Having completed this course, the learner will be able to describe the benefits of effective objectives to the individual and his or her

employer. The learner will also be able to create SMARTER objectives and analyse existing objectives to confirm whether they meet the

necessary criteria. This course will help the learner to improve their job performance, develop their existing skills and knowledge and work

effectively towards career goals through the creation of practical and effective personal objectives. All organisations set themselves

objectives which drive them towards aspirational goals. Almost all, however, rely on their human resource to provide the skills, knowledge

and attitudes necessary to realise those goals and objectives. This means that it is essential all employees possess the abil ity to create

personal objectives that align with those of the organisation, result in personal development and are a source of satisfaction for all.

Course Code: T4BBUS01 Duration: 45 Minutes

Course Topics:

The Role of Objectives Achievable

The Benefits of Objective setting Relevant

Getting started with Objective setting Time-Limited

Writing SMARTER Objectives Extending

Specific Rewarding

Measurable Analysing Objectives

Deciding the Priorities

Do you work hard? Do you consider yourself to be well organised and efficient, but despite your best efforts you never seem to actually

achieve your objectives? Well, it could be that you are working on the interesting but unimportant tasks, rather than the ones that can have

a real impact. To be effective, you need to prioritise: you need to decide what tasks are urgent and important, and focus on these. With

good prioritisation you can bring order to chaos, reduce stress and move towards achieving your goals.


Course Content:

The definition of ‘prioritising’ False prioritising and false urgency

Basic prioritisation Prioritisation tools

Delegation

The ability to delegate is one of the key competencies of an effective manager. In this course, we’ll clarify the def inition of delegation, so

you’ll feel confident when describing it to the staff to whom you are delegating tasks. We’ll consider the benefits of delegation to you, the

delegate and your organisation. We’ll also look at how delegation fits in as part of the personal development process, and look at its link

with coaching.

Course Code: T4BMS12 Duration: 1 hour

Course Content:

Define the term ‘delegation’ Describe the key elements of successful delegation and how

to put them into practice

List and describe the benefits of delegation to the manager,

the delegate and the organisation

Look at opportunities for delegation

Explain the link between delegation and coaching Describe the steps necessary to successfully manage the

delegation process

Describe the barriers to delegation and how to avoid them

Job Analysis, Job Descriptions and Person Specifications

Job analysis, job descriptions and person specifications sound like three pretty dry subjects! But think about it – employing the wrong person

can be a costly and stressful business. Many disastrous recruitment decisions have resulted from getting just one key element of the

recruitment and selection process wrong. Not getting anything wrong, of course, depends on robust processes and good skills. However,

robust processes and good skills, in turn, depend heavily on effective preparation - and this crucial preparation phase is detailed within

three important documents: This course will enable the learner to create valid and effective versions of all three documents and so ensure

that recruitment and selection activity is built on firm foundations.

Course Code: T4BMS07

Duration: 45 Minutes

Course Content:

How job analysis is used and why it is important The benefits of a person specification

Content of job analysis The key content of a person specification

Using job analysis to aid diversity and avoid discrimination Essential and desirable criteria

Why job descriptions are important Avoiding discrimination within a person specification

The key elements of a job description


2016 ver1.0


Managing Disruption and Keeping Focused

Most of us are distracted several times, if not dozens of times, every day. We get emails and phone calls; we are pulled into last-minute

meetings; we are asked for information and advice. And this all works in reverse, with us having to write a quick email, make a phone call,

or call an unexpected meeting. We also need to take breaks to give our brains, eyes and ears a rest. On top of all this we have non-work

interruptions and disruptions – the social interactions that are all part of life at work. Everyday interruptions can be a major barrier to

managing your time effectively and ultimately can be a barrier to your success. Learning how to minimise these distractions can

dramatically increase your productivity and effectiveness, as well as reduce your stress. This course will enable you to minimize distractions,

get into flow, produce high-quality work, and achieve much more during the day.


Course Content:

Interruption logging Dealing with uncontrollable interruptions

Reducing the disruptions Reducing the disrupting effects of the working environment

Operating an open door policy properly Keeping focused at work

Ongoing Appraisal

Appraisal, however, should not be a once-a-year event. It should be the culmination of work carried out by both the manager and the

employee over the full appraisal period – usually 12 months. This course considers why appraisal should be a continuous cycle of activity

aimed at improving performance and achieving agreed objectives. It also enables the learner to understand the part ongoing appraisal

plays in organisational performance management.


Course Content:

The part ongoing appraisal plays in organisational

performance management

How ongoing appraisal works

The performance management process

Organising and Running Effective Meetings

In many of today’s organisations, much of the important work takes place in meetings. These meetings are organised and conducted for a

specific purpose, usually to deliver new knowledge or information, discuss issues or ideas, solve problems or reach decisions. The goal of

anyone calling a meeting, therefore, should be to make sure those attending have a clear understanding of why they are there, what they

can contribute and what the intended outcomes of the meeting are. All this whilst feeling included, motivated and respected. On the face

of it this is a tall order, but this course aims to show you how easy it can be, provided you know what steps to take and how to take them.


Course Content:

The key elements of an effective meeting Identifying meeting participants

Meeting objectives Preparing for a meeting

Planning an agenda Chairing a meeting

Planning and Scheduling

Time is a finite resource that cannot be stored or saved for later use - time poorly used cannot be retrieved. Everyone has exactly the same

amount of time each day, so how well it is used will figure highly in defining levels of job performance. For these reasons, the ability to

analyse how time is spent, identify poor use and then effectively plan and schedule time usage in the future is essential, especially for busy

people. This course will enable you to undertake all these key time management activities.


Course Content:

What we mean by planning and scheduling How to use a ‘to-do’ list

The reasons for, and benefits of, keeping an activity log The key features of an effective scheduling tool

How to create an activity log How to schedule tasks and activities

The purpose of a ‘to-do’ list


2016 ver1.0


Preparing for the Appraisal

Henry Ford said, “Before everything else, getting ready is the secret of success” – and never was a truer word said about appraisal discussions!

Preparedness on the part of both the appraiser and the appraisee represents the difference between a poor discussion that is frustrating,

ineffective and a rich source of legal blunders and a discussion that creates understanding, constructive communication, motivation and

shared achievement. This course will enable the learner to understand the importance of being prepared for the appraisal discussion, and

how to carry out essential preparatory tasks.


Course Content: Preparing Yourself – Performance Against Objectives

Why Preparation is Important – The Appraiser Preparing Yourself – Training

Why Preparation is Important – The Appraisee to the

Individual Planning Your Appraisal Discussions

Preparing the Appraisee The Appraisal Environment

Self-Assessment

Shortlisting Candidates and Selection Techniques

Making sure you select the correct candidate to fill your vacancy is a crucial part of the recruitment process. If your job advertisement has

been successful, you will have a large and unmanageable amount of candidates from which to choose. The next step in the recruitment

process is to get that large number down to a manageable size. This reduction process is called ‘shortlisting’, and it lays the ground for

subsequent selection techniques that aim to identify the best candidate for the job. This course will give you the skills required to shortlist

and select candidates.


Course Content:

Shortlisting Interviews

Assessment centres The Offer

Psychometric testing Practical tests

Making the decision References

SMARTER Objectives for Managers

Having completed this course, the learner will be able to set and agree objectives that are effective, motivational and relevant to the

organisation. This course will help the learner to understand the role of objectives within the organisation, particularly the relevance of

managing by objectives. The course also looks in detail at what is meant by SMARTER objectives, why each of the criteria is important and

how to create objectives that meet them. All successful organisations set goals and objectives and, in most cases, achievement of these

will rely on the performance of the people within that organisation. Managers who are able to set and agree SMARTER objectives will ensure

that their people are engaged in activities that are developmental and relevant to the achievement of organisational goals.


Course Content:

The Role of Objectives Barriers to Objective Setting

Management by Objectives Creating SMARTER Objectives

Types of Objective

The Appraisal Discussion

Conducting an appraisal discussion can be a daunting experience as most managers want to avoid doing anything that will upset or de-

motivate their team members, but at the same time don’t want to mislead them with an overly “rosy” view that ignores needed areas of

improvement. The solution is to approach appraisal discussions in an organised manner, with a firm grasp of the techniques and skills that

are likely to make it a positive experience for both the appraiser and the appraisee. This course will equip manager/appraisers with the

knowledge necessary to enable them to practice these techniques and skills. It will also provide a clear structure for appraisal discussions

and enable the learner to understand the key characteristics of each stage of the discussion.


Course Content

The Structure of the Appraisal Discussion Starting the Appraisal Discussion

Agreeing Smarter Objectives Rating and Assessment

Creating a Discussion – Asking Questions Reviewing Objectives

Closing the Appraisal Discussion Getting into Feedback

Creating a Discussion – Listening Giving Feedback


2016 ver1.0


The Importance of Setting Goals in Time Management

Do you ever feel like you’re adrift in the world - working hard every day but getting nowhere? Do you seem to run out of time but wonder

what you have actually done? If this sounds familiar it may be because you haven’t really thought about what you should be doing, where

you should be going and how long it should take. To help you manage your time more effectively, surely it makes sense to have a good

idea of what you should be doing and how long it should be taking? This course is designed to enable you to understand the importance

of setting goals in time management.


Course Content:

Why you should set goals How to use SMARTER goals

How to set goals Common goal-setting mistakes

How to stay on course What to do when you achieve your goals

The Recruitment Process: An Overview

Effective recruitment means having the right person in the right place at the right time. It sounds easy doesn't it? But recruiting the right

person takes effort and, in the long run, is crucial to organisational performance. This is because good employees get the job done, require

light-touch management and are committed to the success of the organisation. Poor recruitment can cause untold problems and serious

inefficiencies, thanks to the vast amount of management time spent in problem solving, retraining and disciplinary activity. Recruitment

skills, therefore, are critical - not just for HR teams but also for line managers who are increasingly involved in the selection process. This

course introduces the Recruitment and Selection series with an overview of the recruitment process.

Course Code: T4BBMS06 Duration: 45 Minutes

Course Content:

Reasons for recruitment Attraction

The four stages of the recruitment process Selection

The recruitment process: Appointment

Role definition

The Role of the Coach

For an organisation to operate successfully, it is essential that its employees, particularly those in key positions, are able to ‘think outside the

box’, make decisions and operate independently. Effective coaching encourages those being coached to adopt a mind-set towards their

own development that fosters these qualities and positive behaviors. A ‘coaching culture’, therefore, creates a workforce that is well able

to support the demanding needs of a modern, constantly changing and non-bureaucratic organisation. We’ll also look at how delegation

fits in as part of the personal development process, and look at its link with coaching.


Course Content:

What does a coach do? Desired coaching outcomes

Key coaching behaviors Deciding the coaching goals

The benefits of coaching

Understanding and Handling Meeting Behavior

The success of a meeting depends to a large extent on the attitude and behavior of the people attending it. Meetings in which the

participants display a positive, supportive and constructive approach are far more likely to achieve their objectives than those whose

participants are negative and unhelpful. Equally, meetings can become difficult if one or more of those attending simply displays unhelpful

personality traits such as dominancy, talkativeness or severe introversion. It is important, therefore, for anyone running a meeting to quickly

identify attitudes, behaviors or personality traits that are likely to act as a bar to its success, and then to take appropriate action designed

to remove or reduce their impact on the meeting. The course will enable the learner to make such identifications and take any appropriate

remedial steps.


Course Content:

Why dealing with the problem is important Positive and negative conflict

Some typical negative meeting behaviors and how to deal

with them


2016 ver1.0

Certification Programs: Overviews

Certified Contact Center Agent (CCCA)

A professional certification coupled with a professional designation is the best path to a world-class

quality customer service. At Orion Learning, our customer service certification programs are the only ISO,

competency-based, customer service certification programs in the world that utilize international

competency based standards and are accredited by the International Service Standards Alliance.

Each of our certification programs are designed to deliver a comprehensive set of people, process and

technology competency skills for customer service that gives every certification graduate a solid

foundation of the key areas of customer service. Each of our programs provides a professional

designation for all program graduates which can be used behind their name and their certification

achievement can also be found on a global public register of certified individuals.

We offer 5 customer service certification programs:

• Certified Customer Service Agent (CCSA®),

• Certified Customer Service Supervisor (CCSS®),

• Certified Contact Center Agent (CCCA®),

• Certified Contact Center Supervisor (CCCS®) and;

• Certified Customer Service Manager (CCSM®)

The Certified Contact Center Agent (CCCA®) program is targeted to service industry managers/supervisors (team leads, supervisors or any

position that provides leadership, coaching, mentoring, and direction to employees) in any service environment. This certification program

has been designed to ensure that the successful Certified Customer Service Manager program graduate is trained and has the knowledge

and skills to competently perform their jobs to a national occupational standard. All of the required courses in this program contain

comprehensive interactive online training materials, activities, real-life application of concepts and solid assessments.

Learning outcomes for the Certified Contact Center Agent (CCCA®) certification training program:

Professionalism

• Personal Attributes

• Interpersonal Interaction

• Work Attributes

• Time Management

Communication Skills

• Verbal Communication

• Written Communication

• Effective Listening

Technology Skills

• Technology Types and Use

• CRM

• Privacy & Security

Health & Safety

• Workplace Safety

• Health & Wellness

• Workplace Hazardous Materials Information System (WHMIS)

Operations

• Service Basics

• Needs & Desires

• Discovering Problems

• Rebuilding Relationships

• Customer Service Technology & Systems

Benefits

• Professional designation

• ISO certification program

• International training curriculum

• Comprehensive competency based training

• Elevates service standards to a professional level

• Creates a competitive edge

• Provides enhanced career path

The total training duration of this program is approximately 63 hours.

This certification program includes 23 and 1 optional course (Canadian Privacy & Security).

Program Code: CCCA


2016 ver1.0


Certified Contact Center Supervisor (CCCS)

A professional certification coupled with a professional designation is the best path to a world-class quality

customer service. At Orion Learning, our customer service certification programs are the only ISO,




technology competency skills for customer service that gives every certification graduate a solid foundation

of the key areas of customer service. Each of our programs provides a professional designation for all

program graduates which can be used behind their name and their certification achievement can also be

found on a global public register of certified individuals.







The Certified Contact Center Supervisor (CCCS®) program is targeted to service industry managers/supervisors (team leads, supervisors or

any position that provides leadership, coaching, mentoring, and direction to employees) in any service environment. This cert ification

program has been designed to ensure that the successful Certified Customer Service Manager program graduate is trained and has the

knowledge and skills to competently perform their jobs to a national occupational standard. All of the required courses in th is program

contain comprehensive interactive online training materials, activities, real-life application of concepts and solid assessments.

Learning Outcomes for the Certified Contact Center Supervisor (CCCS®) certification training program are:

Professionalism

• Commitment to Professionalism

• Professional Interaction

• Managing Work Attributes





Technology Skills

• Understanding Computer Systems

• Policies & Procedures

• Introduction to monitoring systems

Health & Safety


• Ergonomics

Monitoring & Leading Operations

• Service Leadership

• Supervision

• Managing employees

• Contact center environment and technology

Basic Human Resources

• Basic Human Resource Management

• Recruitment, Interviewing & Hiring

Benefits









This certification program includes 20 and 1 optional course (Canadian Privacy & Data Security).

Program Code: CCCS


2016 ver1.0


Certified Customer Service Agent (CCSA)







foundation of the key areas of customer service. Each of our programs provides a professional designation

for all program graduates which can be used behind their name and their certification achievement can

also be found on a global public register of certified individuals.







The Certified Customer Service Agent (CCSA®) program is targeted to service industry managers/supervisors (team leads, supervisors or any

position that provides leadership, coaching, mentoring, and direction to employees) in any service environment. This certification program

has been designed to ensure that the successful Certified Customer Service Manager program graduate is trained and has the knowledge

and skills to competently perform their jobs to a national occupational standard. All of the required courses in this program contain

comprehensive interactive online training materials, activities, real-life application of concepts and solid assessments.

Learning outcomes for the Certified Customer Service Agent (CCSA®) certification training program:

Professionalism

• Personal Attributes

• Interpersonal Interaction

• Work Attributes

• Time Management





Technology Skills

• Technology Types and Use

• CRM

• Privacy & Security

Health & Safety

• Workplace Safety


• Workplace Hazardous Materials Information System (WHMIS)

Operations

• Service Basics

• Needs & Desires

• Discovering Problems

• Rebuilding Relationships

• Customer Service Technology & Systems

Benefits









This certification program includes 21 and 1 optional course (Canadian Privacy & Security)

Contact Orion Learning to obtain more information and group pricing by sending an email to: [email protected].

Program Code: CCSA

mailto:[email protected]


2016 ver1.0


Certified Customer Service Supervisor (CCSS)















• Certified Customer Service Manager (CCSM®

The Certified Customer Service Supervisor (CCSS®) program is targeted to service industry managers/supervisors (team leads, supervisors or

any position that provides leadership, coaching, mentoring, and direction to employees) in any service environment. This cert ification


knowledge and skills to competently perform their jobs to a national occupational standard. All of the required courses in th is program


Learning Outcomes for the Certified Customer Service Supervisor (CCSS®) certification training program are:

Professionalism

• Commitment to Professionalism

• Professional Interaction

• Managing Work Attributes





Technology Skills




Health & Safety


• Ergonomics



• Supervision





Benefits










Contact Orion Learning to obtain more information and group pricing by sending an email to: [email protected].

Program Code: CCSS


2016 ver1.0


Certified Customer Service Manager (CCSM)
















The Certified Customer Service Manager (CCSM®) program is targeted to service industry managers/supervisors (team leads, supervisors or

any position that provides leadership, coaching, mentoring, and direction to employees) in any service environment. This certification


knowledge and skills to competently perform their jobs to a national occupational standard. All of the required courses in this program


Learning Outcomes for the Certified Customer Service Supervisor (CCSM®) certification training program are:

Professionalism

• Demonstrate Professionalism





Technology Skills




Health & Safety


• Workplace Safety For Managers



• Supervision


• Communication, People and Performance Management




Benefits


• Global ISO certification program








Contact Orion Learning to obtain information, pricing and details by sending an email to: [email protected].

Program Code: CCSM


2016 ver1.0

Contact Center: Course Overviews

Contact Center Information Use & Systems

As a contact center agent, you’ll use many different types of information within the scope of your job, including customer, product, and

company information. However, to be able to use this information, you need to know where to find it. You will learn about various types of

customer data including what is known as customer information and transactional functions. Additionally, you will learn about some of the

technological resources and strategies used to store, organize and provide access to customer data including information management

systems, customer relationship management systems, and databases. This terminology will form the basis for further lessons on using

technological resources in the contact center environment. Finally, you will learn what business documentation is and how the contact

center agent interacts with it. Specifically, you will then learn about a particularly useful tool used for external and internal business

documentation, email templates. You will learn some common uses for email templates and how to use them within an information

management system.

Chapter 1: Information Use in Contact Centers

Chapter 2: Managing Customer Data

Chapter 3: Business Documentation

Course Code: TECH502 Duration: 2 hours

Course Content:

What is information? Data integrity

Information used in contact centres Editing and updating customer information

Key information locations Creating transactional functions

Customer data Searching databases for customer accounts

Information management Validating customer identity

Contact Center Telephony and Systems

Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can

connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world.

Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and

customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or

other technology.

Chapter 1: Telephony Systems

Chapter 2: Contact Center Systems


Course Content:

Basic telephony systems Quality control monitoring

Interactive voice response Workforce management systems

Private branch exchange Email management

Computer telephony integration Statistics management systems

Automatic call distribution Report management

Predictive dialers

Contact Center Time Management

In this course time management is discussed as it applies specifically to the contact centre environment. Topics including common contact

centre metrics such as schedule adherence and how it affects the achievement of service level, and strategies for reducing average

handle time or after-call work are covered in this course. Furthermore, some practical time management tips useful in any work environment

are discussed, focussing mainly on how to stay organized. Specifically, there is a focus on how to organize your workstation, your electronic

files and email, and your daily priorities. Additionally, some common communication tips helpful for managing multiple tasks at one time

including delegation and saying no are addressed.

Chapter 1: Time Management in the Contact Center Environment

Chapter 2: Organization and how to Manage Tasks

Course Code: CTM200 Duration: 2 hours

Course Content:

Agent schedule adherence in the achievement of service

level Email organization

Factors and strategies affecting average handle time The four levels of delegation

Strategies for reducing after-call work How to say no

Getting organized at work


2016 ver1.0

Contact Center: Course Overviews

Introduction to Contact Centers

What is a typical day in the life of a contact center employee? In this course, you will gain an understanding of how a contact center

functions, including the general roles and responsibilities of contact center agents. Furthermore, you will learn about the different types of

contact centers and what agents who work in them are likely to do. Finally, it is vitally important to know the common contact center

systems and terminology as well as the pressures associated with working in a contact center environment.

Chapter 1: Types of Contact Center

Chapter 2: Contact Center Pressures

Chapter 3: Telephony and Telephone Systems

Chapter 4: Quality Monitoring

Chapter 5: Contact Center Terminology

Course Code: CCE200 Duration: 8 hours

Course Content:

In-bound and out-bound contact centers Telephony

In-house and outsourced contact centers Call routing

Virtual contact centers Agent states

Workspace Introduction to quality monitoring

Supervision How is quality monitored?

Meeting metrics CRM

Difficult customers KMS

Dealing with rejection Network Operations

Privacy & Data Security - Canada

With the fast-paced proliferation of technology in the workplace it is important to understand the rules, regulations, and laws that govern

various aspects of the computer-based workplace. Information privacy and security concerns have become increasingly important, and

as a result it is crucial to understand both federal and provincial privacy legislation.

By understanding legislation like the Personal Information Protection and Electronic Documents Act (PIPEDA) and Freedom of Information

and Protection of Privacy Act (FIPPA), as well as guidelines surrounding the protection of electronic information, privacy breaches, and

employee surveillance, you will be able to appreciate how your job as a contact centre agent intersects with both federal and provincial

laws.

Course Code: PRS200 Duration: 1 hour

Course Content:

Principles of PIPEDA Provincial Law

Responsibilities and Accepted Procedures – Privacy

Breaches


2016 ver1.0

Customer Service: Course Overviews

Customer Service Basics

This course explores some introductory information about what quality service is and isn’t, and the benefits of delivering great customer

service. You’ll see how you can increase your job satisfaction and further develop essential job skills all by focusing on providing quality

customer service. Furthermore, this course examines how the cost of retention compares to the cost of acquisition and investigates the main

reasons why companies lose customers. Finally, you’ll explore communication styles, how to build rapport, how to be empathetic, and the

importance of being positive, decisive, and helpful. You might discover it’s easier to say unhelpful things than you think!

Chapter 1: Quality Customer Service

Chapter 2: Customer Retention

Chapter 3: Relationship Building

Course Code: CSS300 Duration: 2 hours

Course Content:

What is quality customer service? Your role in customer acquisition and retention

Job satisfaction Communication styles

Developing job skills How to be likeable

Customer retention Empathy

Why is customer retention important? The power of positivity, decisiveness, and helpfulness

Why companies lose customers

Customer Service Policies and Procedures

Policies and procedures may be implemented for a variety of reasons, but ultimately, no matter why they are in place, it is your job as an

employee to know and follow them. In this course, you will learn more about why policies and procedures are important to know and follow

for customer service. You will also practice interpreting and following policies and procedures and explore some of the possible

consequences of not following them properly.

Course Code: CSS303

Duration: 2 hours

Course Content:

Introduction: policy and procedure Why follow procedures

Escalation: interpreting policy and procedure

Discovering Customer’s Problems

It is very important that customer service agents are skilled at identifying the underlying causes of their customer's problems. In this course,

you'll learn more about different strategies and techniques you can use to identify the true cause of your customer's problems, including

using customer history, root cause analysis, the 5 why's and fishbone diagram techniques, and the PRIDE method.


Course Content:

Using Customer History Methods for determining the root cause of customer

dissatisfaction

Root cause of customer dissatisfaction Customer needs: P.R.I.D.E. introduction

Effective Listening

When you hear something, does it also mean that you're listening? Is it one and the same thing? We often mistake these two terms as

interchangeable. This course will describe the difference between hearing and listening and how effective listening is a key contributor to

successful communication in all aspects of life.

Chapter 1: Elements of Active Listening

Chapter 2: Core Issues Related to Listening

Chapter 3: Overcoming Listening Issues and Applying Active Listening

Course Code: COM100 Duration: 8 hours

Course Content:

Introduction to active listening Workplace barriers

Attending skills Perceptions

Following skills Root cause analysis

Reflecting skills Overcome listening barriers

General types of listening barriers Active listening


2016 ver1.0


Evaluating Customer Service

Being evaluated can be stressful for some people, while others find it exciting. One way to eliminate this stress is to take the mystery out of

the test, or to understand what is being evaluated and why. In this course we'll look at why and how customer service is evaluated. We'll

look at different types of customer service evaluations and performance reviews. You'll see what aspects of service are being evaluated

and how you can improve your job performance.

Course Code: CSS304 Duration: 1 hour

Course Content:

Evaluating customer service Performance reviews

Evaluating and monitoring customer service

Handling Difficult Customers

Unfortunately, one part of many jobs has to do with dealing with frustrated, angry, or upset customers. This course provides you with some

strategies to add to your customer service tool kit for: communication strategies and techniques, problem resolution, and techniques for

maintaining your own emotions. It also covers when you should draw the line with a customer who is excessively difficult (using vulgar

language, being verbally abusive or threatening).

Chapter 1: Different Types of Difficult Customers

Chapter 2: Handling Hostile Customers

Chapter 3: Problem Resolution

Chapter 4: Escalation Procedures

Chapter 5: Calming Customer Emotions

Chapter 6: Techniques for Handling Agents’ Emotions


Course Content:

Complaints Time-driven and event escalation

Types of difficult customers Escalation procedure practice

Hostile customers The C.A.R.P. method

Creating a customer log 12 steps to diffusing a hostile customer

Dealing with abusive customers Dealing with abuse

Types of hostile and abusive customers Tools for reducing conflict

Problem resolution resources Discussion to conflict

Common problem resolution techniques Employee stress

Problem solving stages Understanding anger

Customer history related to current issues Learning to cope

Problem escalation procedure Coping practice

Rebuilding Customer Relationships

When you're faced with a situation where a customer has already had negative experiences with your company, it can be difficult to rebuild

a trusting relationship. In this course you'll learn about why it's important to rebuild customer relationships and useful methods for addressing

and repairing customer relationships. Using a six step process, you'll learn how to properly address a customer's concerns, fix his or her existing

problem, provide atonement for previous dissatisfaction, as well as other methods to rebuild trust with existing customers.


Course Content:

Rebuilding relationships: why? Rebuilding trust

Service recovery process introduction

Understanding Your Customer

In this course, you’ll look into different types of customer needs, especially unstated needs. Satisfying your customers may be more complex

than you originally thought. Solving their problems and answering their questions is not enough. Next, you’ll explore how to identify, validate,

and meet customers stated and unstated needs by using different probing techniques and other active listening skills, as well as a 5 phase

approach to problem solving. Finally, you’ll investigate how customer needs are related to service and product options and how you can

use your customers’ background information, such as call history, to provide them with better customer service.


Course Content:

The Kano Model Validating customer needs

Recognizing customers’ unstated needs Meeting customer needs

Another unstated need: consistency Determining service options


2016 ver1.0


How to identify customer needs

Verbal Communication

The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop

or refine your verbal communication skills in the use of professional business language and information gathering techniques.

Chapter 1: Information Gathering Techniques

Chapter 2: Questioning Techniques

Chapter 3: Speaking Style

Chapter 4: Summarization to Confirm Accuracy


Course Content:

Introduction to information gathering Speaking characteristics

The purpose of the interview Telephone voice

Introduction to questioning Summarization introduction

Types of questions Steps to conversation summarization

Contact center practical tips for effective questioning Summarizing technical instructions

Introduction to the voice

Written Communication

E-mail, texting, and instant messenger applications for communication are norms in all professions. Without a commitment to strong writing

skills, an intended message can be misread or misunderstood. This course on written communication will help you to develop and refine

your professional writing skills.

Chapter 1: The Importance of Reading and Writing Skills

Chapter 2: Creating Case Notes

Chapter 3: Simplifying Written Communication

Chapter 4: General Business Writing Skills

Chapter 5: Corporate Internal Correspondence


Course Content:

Reading skills Writing clearly

Writing skills Writing concisely

Introduction to case notes Writing completely

Summarizing for case notes Reading skills

Creating case notes Writing skills

Summarizing written communication Introduction to case notes

Steps to summarize written communication


2016 ver1.0

Health and Safety: Course Overviews

An Introduction to Health & Safety at Work

The UK Health and Safety Executive states that over one third of all major injuries reported to them each year are the result of a slip or trip

leading to a fall. Slips and trips are the most common causes of non-fatal major injuries in both the manufacturing and service industries,

and account for over half of all reported injuries to members of the public on business premises. These statistics provide powerful proof of

the dangers presented by slips, trips and falls and this course will enable the learner to protect themselves, colleagues and visitors in their

workplace. This course is a crucial first step in making the workplace safer, and creating accident-related cost savings for the learner’s

organisation.

Course Code: T4BHS01 Duration: 1 hour

Course Content:

Why slips, trips and falls are an issue for everyone Preventing slips, trips and falls:

What the law says Safety precautions

How slips, trips and falls happen Ear plugs and defenders

An Introduction to Managing Health and Safety

Ensuring the health and safety of employees is one of the prime responsibilities of any organisation. Failing to do so represents a moral,

ethical and commercial shortfall that can, and will, have disastrous results for both the organisation and the people who work for it. The aim

of health and safety management, therefore, is to turn uncontrolled hazards into controlled risks. This course will enable the learner to do

this by using a cyclical process of problem identification, solution provision and ongoing evaluation. Managers using this course will be able

to understand and implement a health and safety management system containing standards, a policy and processes designed to ensure

a quality approach to health and safety in their organisation.


Course Content:

Why health and safety management is important The 5 stage framework

Legal considerations

An Introduction to Risk Assessment

Having completed this course, the learner will be able to carry out an effective health and safety risk assessment. Any person for whom

responsibility for the health and safety of others forms part of their job description needs to know how to carry out a risk assessment. To be

given this responsibility without complementary training is daunting for the individual and almost certain to lead to errors and omissions when

risk controls are decided. Completion of this course will ensure that such individuals possess the key skills and knowledge necessary to enable

them to carry out an effective risk assessment. Risk assessment is the keystone of effective health and safety management in any

organisation, and failing to ensure the competence of individuals tasked with this activity is in contravention of health and safety law as well

as being ethically suspect. By requiring staff with risk assessment responsibilities to complete this course, the organisation is meeting a key

requirement in respect of the competence and confidence of such individuals.


Course Content:

What is a hazard? What is risk?

The different types of workplace hazard The risk assessment process

Hidden hazards

Asbestos Awareness

Asbestos has often been called ‘the hidden killer’ - indeed the word asbestos today conjures up a genuine fear of irreversible damage to

health. This is borne out by statistics which suggest that asbestos is probably the biggest occupational killer. In domestic properties, asbestos

used as a building material was at its peak between 1945 and 1980 and there are millions of houses of this age. In addition, it is estimated

that there are about one and a half million workplace properties with some form of asbestos in them. So, while there’s relatively little chance

of experiencing the degree of exposure that many suffered during the 20th century, the risk is still there, which is why this course – aimed at

non-licensed contractors/workers – is so important.


Course Content:

Module 1 • Asbestos – What it is, Where it is Found and the

Danger it Presents

Module 3 • Personal and Respiratory Protective Equipment

Module 2 • Asbestos and the Law Module 4 • Safe Working Procedures with Asbestos


2016 ver1.0


Asbestos Basic Awareness

Asbestos has often been called ‘the hidden killer’ - indeed the word asbestos today conjures up a genuine fear of irreversible damage to

health. This is borne out by statistics which suggest that asbestos is probably the biggest occupational killers. In domestic properties, asbestos

used as a building material was at its peak between 1945 and 1980, and there are millions of houses of this age. In addition, it is estimated

that there are about one and a half million workplace properties with some form of asbestos in them. So, while there’s relatively little chance

of experiencing the degree of exposure that many suffered during the 20th century, the risk is still there, which is why this course – aimed at

non-licensed contractors/workers – is so important.


Course Content:

Module 1 • Asbestos – What it is, Where it is Found and the

Danger it Presents

Module 2 • Asbestos and the Law

Avoiding Slips, Trips and Falls

The Health and Safety Executive states that over one third of all major injuries reported to them each year are the result of a slip or trip

leading to a fall. Slips and trips are the most common causes of non-fatal major injuries in both the manufacturing and service industries,

and account for over half of all reported injuries to members of the public on business premises. These statistics provide powerful proof of

the dangers presented by slips, trips and falls and this course will enable the learner to protect themselves, colleagues and visitors in their

workplace. This course is a crucial first step in making the workplace safer, and creating accident-related cost savings for the learner’s

organisation.


Course Content:

Why slips, trips and falls are an issue for everyone Preventing slips, trips and falls:

What the law says Safety precaution

How slips, trips and falls happen Ear plugs and defenders

Control of Substances Hazardous to Health (COSHH) Awareness

Many businesses use hazardous substances as part of the process of manufacture, whilst some produce such substances as a result of those

processes. By definition, such substances can cause harm to employees, contractors and other people. The Control of Substances

Hazardous to Health Regulations 2002 (COSHH) create the general requirements for employers to protect employees and other persons

from the hazards created by hazardous substances used in the workplace through the use of risk assessment, control of exposure, health

surveillance and incident planning. This course provides an awareness of the essential COSHH requirements for those working with, or

potentially affected by, hazardous substances.


Course Content:

What is COSHH? Safety Data Sheets

Substances Hazardous to Health The COSHH 8 step process:

How Substances Cause Harm How REACH operates

Recognising Hazardous Substances

Display Screen Equipment and Workstation Safety

Many millions of people now spend all their working days sitting in front of display screens. This sedentary lifestyle, the repetitive physical

activity and factors associated with display screen use can cause both minor and major health problems if the risks are not addressed. Such

risks can often be reduced, or removed altogether, by good workplace design and safe working practices. This course will enable the

learner to take positive action in respect of their own health and safety by creating a safe seating position, adopting the correct posture

and operating workstation equipment appropriately.


Course Content:

The legal requirements Using display screens safely

Sitting safely whilst working with display screens Using the mouse and keyboard safely

Arranging the working environment Safe use of laptop computers


2016 ver1.0


Fire Prevention and Evacuation

Fire is probably the biggest risk to life that most people face in the workplace. It is, therefore, amazing that many people have little or no

idea about the common causes of fire, how to prevent them from starting and how to escape safely from the scene should a fire occur.

This course deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life

and death. Employers are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course

will ensure that employees have the necessary knowledge to play their part in cooperating with their employer in the implementation of fire

safety in the workplace.


Course Content:

Employer and employee responsibilities Fire doors

Fire risk and flammable substances Safe evacuation procedures

Fire risk and electricity Action if trapped by a fire

Good housekeeping Dealing with fire casualties

Fire, Safety and Evacuation


idea about the common causes of fire, how to deal with them and how to escape safely from the scene should a fire occur. This course

deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life and death.

Employers are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course will ensure

that employees have the necessary knowledge to play their part in cooperating with their employer in the implementation of fi re safety in

the workplace.


Course Content:

Employer and employee responsibilities Correct use of fire extinguishers




Fire doors

Hand Hygiene – A Video Guide

Our hands come into contact with many different surfaces and substances, many of them harbouring bacteria and viruses that transfer to

our hands and from there either to other people or into our own body. Good hand washing is the first line of defence against the spread

of many illnesses - from the common cold to more serious illnesses such as meningitis, hepatitis A, and food poisoning. It is also crucial in

preventing the spread of influenza, and is a major weapon in the armoury to be deployed against an influenza pandemic – the

occurrence of which experts describe as being ‘when’ not ‘if’. This short video based course takes the learner step-by-step through the

key stages of hand washing and will enable effective hand washing in less than 30 seconds.

Course Code: T4BHH01 Duration: 15 Minutes

Course Content:

Key stages for effective hand washing/hygiene


Stress is now recognised globally as a condition that can affect all categories of workers, in all types of jobs and living in all types of social

environments. It is also recognised as a major contributor to behavior change, psychological dysfunction and serious health problems.

Stress, therefore, can have a major impact both on people’s lives and the company bottom line. This course will enable managers and staff

to handle stress and reduce the human and economic costs to the business.


Course Content:

Understanding stress The causes

The consequences Managing the causes

Recognising the symptoms Stress control techniques


2016 ver1.0


Managing Workplace Transport Health and Safety Risks

Every year, people are killed in accidents involving workplace transport, with such accidents also causing more than 1500 major injuries and

about 3500 less serious injuries each year. Accidents involving workplace transport also represent a major cost to businesses; the Health and

Safety Executive calculates that a relatively minor accident - for example one which results in a few days off work - is likely to cost an

employer thousands of dollars whilst a major accident can cost tens of thousands of dollars. This course will help the learner to manage risks

in such a way that accidents involving workplace transport will be much less likely.


Course Content:

The legal risk assessment requirements relating to workplace

transport

The importance of ‘raising awareness’ of workplace

transport health

The concept of ‘organising for safety’ Eliminating or reducing the risks arising from transport hazards

Preventing Bullying in the Workplace

Bullying is responsible for 30% - 50% of all stress-related illness in the workplace and costs employers billions in lost revenue every year. A lack

of recognition and acceptance of workplace bullying results in costly damage to both individuals and organisations. One of the most widely

accepted ways of reducing the risk of bullying is to raise employee awareness and provide appropriate training on how to recognise and

address it. ‘Preventing Bullying in the Workplace’ can play an important part in your anti-bullying strategy by raising awareness and

understanding about what constitutes bullying behavior, what causes it and what can be done about it.


Course Content:

What is bullying? The legal position

Forms of bullying Taking action

Organisational factors The results of bullying: individuals

Protecting the Environment at Work and Home

The healthy functioning of our planet’s ecosystems – our air, water, and land – and the vast diversity of life on Earth is essential. To achieve

this everyone needs to understand how they can avoid pollution and waste, protect watercourses, promote biodiversity and sustain natural

resources. This course will enable learners to identify the causes of pollution and waste, minimise negative impacts to the environment and

enhance the health and functioning of ecosystems where they live.


Course Content:

What do we mean by ‘the environment’? The main causes of pollution

The definition of ‘environmental impact’ The principal sources of pollution

The factors that affect the severity of environmental impacts The three types of waste

The three types of pollution Examples of major environmental impacts

Risk Assessment for Managers

Employers must carry out risk assessments in respect of all significant workplace hazards, and failure to comply with this legal requirement

can result in prosecution and heavy penalties. Such prosecutions rarely arise from any willful intention to break the law but rather through

an ignorance of the legal requirements, or a lack of understanding of how to carry out the assessments, how detailed they should be and

how they should be recorded.

Having completed this course, the learner will feel competent and able to conduct risk assessments effectively and to appropriate

standards.


Course Content:

The importance of risk assessment Hazard removal

Hazard and risk Risk control

Identifying workplace hazards Recording the assessment

Identifying those at risk Ongoing risk review

Evaluating levels of risk


2016 ver1.0


RSI – What it is and How to Avoid it

Repetitive Strain Injuries are, in this technological age, an increasing risk to workers and a challenge to organisational health and safety.

Any RSI is painful and, in some cases, highly debilitating. It can lead to an inability to do certain jobs, or even work at all. For the individual

this can have physical, mental and financial costs, whilst for the organisation it can mean the additional costs of staff cover, recruitment

and job training. Absence due to sickness can also rob organisations of people with knowledge and skills that are vital for its success. A

further problem is the increasing possibility of legal action taken by staff against employers who have failed to take appropriate steps to

remove or reduce the risk of contracting RSI. This course is a first important step in educating staff on what causes RSI, and how to avoid it.


Course Content:

What is RSI? How to prevent RSI

What are the causes of RSI? Desk-top stretches - animated exercises

What are the symptoms of RSI?

Safe Manual Handling

More than one-third of all reportable ‘Over Three Day’ injuries and nearly 10% of ‘Major Injuries’ are associated with manual handling – the

transporting or supporting of loads by hand or by bodily force. Many injuries are not immediate and obvious, but are cumulative resulting

from repeated exposure to manual handling operations. For workers, this high rate of injury is highly significant, since such accidents and

absences lead to potential loss of earnings, missed opportunities and usually significant pain or discomfort. By taking a look at how manual

handling risks arise and how to reduce or eliminate the likelihood of injury in different work environments, this course will help the learner to

avoid joining future Health and Safety Executive injury statistics.


Course Content:

The law and manual handling Safe lifting technique

Strategies for avoiding manual handling Handling awkward loads

Reducing the risk of injury by assessing: Risks in the office environment

How the back works

Safe Working with Workplace Transport

As we are all too well aware, vehicles can present great dangers when used or encountered on public roads. They can, however, be equally

dangerous in a workplace environment - every year about 50 people are killed in accidents involving workplace transport. Accidents of

this type also cause more than 1,500 major injuries per year, and about 3,500 injuries that cause people to be off work for more than three

days. One of the keys to improving safety in this area is the engagement of all concerned in safe working practices. This course, based on

HSE Guidance HSG136, is designed to enable those working with or near vehicles to meet this requirement – and to ensure they don’t

become a health and safety statistic!


Course Content:

What is meant by ‘workplace transport’ The most common causes of transport accidents

The importance of ‘safe site’, ’safe vehicle’ and ‘safe driver’

Staying Safe in Confined Spaces

Every year people are killed whilst working in confined spaces. Accidents occur across a broad range of industries, and rescuers operating

without proper training or equipment are frequently among the victims. The hazards involved in such work are serious, and the risks invariably

high, so appropriate training is vital – and a legal requirement.

This course will provide basic training that will enable the learner to:

Define what is meant by a confined space and provide examples

Describe the dangers presented by confined spaces

Explain the legal requirements relating to working in confined spaces

List and explain the key elements of a safe system of work as it applies to confined spaces

Describe in outline the requirements for emergency and rescue procedures


Course Content:

What is a Confined Space? Safe Systems of Work

The Dangers of Confined Spaces Emergency Procedures

The Legal Position


2016 ver1.0


Staying Safe with Electricity

Electric shock can be, and often is, fatal. Clearly no employer would wish to expose his employees to such a possibility and this course

provides the key basic knowledge necessary to enable employees to avoid electric shock. Very often accidents at work involving electricity

result from a casual attitude arising from familiarity. By requiring employees to undertake this course, employers will ensure that they are both

reminded of basic safety precautions and acquire up-to-date knowledge of health and safety best practice.


Course Content:

The types of harm arising from electric shock How electrical overheating occurs

How electrical risks arise Preventing electrical overheating

Controlling electrical risks

Staying Safe with Hazardous Substances

Hazardous substances occur in almost every workplace, sometimes as a regulated part of a production or maintenance process, but

sometimes accidentally or as a bi-product of other activity. Often hazardous substances are simply not recognised as such, being accepted

as just part and parcel of the workplace. Whatever the reason for their presence it is essential that workers know how to identify them and

how to deal with them safely. Failure to provide workers with this knowledge may lead to injury, ill-health or regulatory action against the

employer. This course enables learners to identify hazardous substances, deal with them safely and take appropriate steps in the event of

mishap.


Course Content:

Hazardous substances: Identification

What are they? Safety precautions

Their effects Dealing with spillages

How substances become hazardous The importance of first aid

Staying Safe with Noise

The effects of noise on hearing can be profoundly damaging, often resulting in permanent hearing loss. Not only is this morally and ethically

undesirable for any organisation, it can also result in significant financial penalties and personal injury claims. This course will help the learner

to understand how his or her hearing works and how it is affected by excess noise. It will also mean that the learner will be able to recognise

noise risks and put in place appropriate safety precautions. Following this course an employee will be able to recognise noise risks and act

proactively to prevent harm occurring.


Course Content:

The effects of noise Levels of risk

The two metre rule Safety precautions

How your hearing works Ear plugs and defenders


2016 ver1.0

Help Desk: Course Overviews

Comparing Platforms and Devices

Desktop PCs, laptops, and mobile devices each serve a variety of functions with varying success. This course will explain why different

computer systems are better suited for different computing tasks, depending on the memory, space, and computing power required. As a

result, different computers will be more or less suited to specific users and occupations. Likewise, different activities and locations will require

different platforms depending on what the situation demands.

Course Code: DMP504 Duration: 2 hours

Course Content:

Desktops vs. laptops Situational advantages and disadvantages of different

devices

Laptops vs. mobile devices Comparing different types of mobile devices

Computer Component Interactions

In this course you will learn about how computer components work together and interact in order to perform the basic computing tasks

including memory storage, data transfer and data processing. Specifically, you will learn about how the major computer components

interact, the basic functions of the central processing unit, about data buses and how they work and how data is communicated between

computers and their components.

Course Code: CTT501 Duration: 1 hour

Course Content:

How the major components of a computer interact Buses

Functions of the Central Processing Unit Computer communications

Computer Hardware

In this course you will learn all about computer hardware. Firstly, that means learning what a computer is and about what types of computers

there are. Secondly, you will learn about computer components, their types, the role they play in a computer and the basics of how they

function. Specifically, you will learn about processors, storage media, peripheral devices and other core computer components.


Course Content:

Computers and computer hardware Storage media

Core components Peripheral devices

The Central Processing Unit

Computer Networking

In this course you will learn about computer networking including networking hardware technologies, what a computer network is and its

types, network security risks and their types, firewall technologies, and password security dos and don'ts.


Course Content:

Networking technologies Password security

Computer networks Firewall technologies

Network security risks

Computer Operating Systems

Operating systems are critical components of computers. Before delving deeper into the various operating systems and their different

components, it's important that you understand the fundamentals. So, in this course we will take a look at the definition of an operating

system, the functions of an operating system, and the main types of operating systems.

Course Code: OPS500 Duration: 2 hours

Course Content:

Operating systems defined Functions of operating systems

Types of operating systems Historical overview of operating systems


2016 ver1.0


Computer Software

In this course you will learn about computer software including what software is, the types of software and computing platforms. Topics that

will be covered include types of computer software, application software, key differences between computing platforms, and

considerations for designing software based on a platform.


Course Content:

Types of software Computer platforms

Computer Storage and Memory

Every computer system uses memory and storage devices to hold and transfer data internally as well as to other devices. Memory is used in

a variety of capacities to help instruct the various components of a computer system, while storage devices like hard disk drives, floppy disk

drives, flash memory and cloud storage is used to store and access data generated or received by the computer system.


Course Content:

Read only and random access memory Floppy disks and CD/DVD storage

Storage hierarchy, memory management, and virtual

memory

USB and other flash memory devices

Registers and caches Cloud storage

Hard disk drives

Customer Relationship Management Customers are very important to any business. Without customers, a business won’t last very long. So, customer relationship management

and customer information management systems are extremely useful business tools. They help capture and store information about each

individual customer. With this information, a company can do analysis and learn more about its customers’ needs and behaviours in order

to develop stronger relationships with them. Customer Relationship Management, more commonly known as CRM, describes both the way

that companies manage their relationships with customers, and the specific software tools that they use to do this (called CRM software, or

simply a CRM). CRM software has been an important and integral system in contact centres for more than a decade.


Course Content:

What is CRM? Future trends of CRM

How CIM relates to CRM How does CRM work?

Functions of CRM and CIM Customer data

Features of a CRM Transactional uses

CRM and the contact centres Basic features of CRM software

Desktop and Mobile Platform Components

In this advanced level course, you will have practical learning experiences designed to develop the ability to explain setup, configuration,

and upgrades to desktop and mobile hardware. You will learn about the materials and components that are used in both desktop and

mobile platforms. Furthermore, you will learn how each of these components interacts with a computers motherboard and what processes

and tasks they are designed to carry out.

Course Code: DMP500 Duration: 1 hour

Course Content:

Primary components Integration

Power and processing Peripherals

Expansion Chips and memory


2016 ver1.0


Desktop Operating Systems

When people hear the words "operating system", they most commonly associate it with desktop computers. They know that each desktop

computer has an operating system. Besides this, many people do not give the operating system a second thought. However, they are

important and perform many different functions for the user. So, in this course, you'll learn about the most common desktop operating

systems – Windows®, Mac OS X, and Linux® Ubuntu+ – and the steps required to install, configure, backup, and restore them.


Course Content:

Types of commonly used desktop operating systems Mac OS X 10.6 Snow Leopard – Install, configure, backup

and restore instructions

General overview of installation, configuration, backup and

restore functions

Linux Ubuntu+ Maverick Meerkat v10.10 – Install, configure,

backup and restore instructions

Windows 7 – Install, configure, backup and restore

instructions

Disaster Recovery Planning

While every computer-based workplace strives to have properly functioning networks and systems, employees should understand how to

address issues related to systematic disruptions and disasters. By understanding the elements of an IT Disaster Recovery Plan, all employees

can help work towards system restoration during any significant outages. Without a properly developed plan a company can suffer from a

prolonged inability to service customers, which will in turn result in customer dissatisfaction and possibly defection to competing

organizations. This ‘better safe than sorry’ approach has now become an industry standard in computer-based companies and workplaces,

and should be familiar to all employees.


Course Content:

IT Disaster Recovery Developing a Disaster Recovery Plan

Internet and Intranet

The Internet connects hundreds of millions of computers from all over the world. With so many connections, it has become the largest source

of information and continues to grow. To be able to use the Internet well, it’s important to be able to search effectively and efficiently. The

intranet is a network, based on Internet technology, which can be accessed by the employees of an organization. An intranet can consist

of simple applications like an email service or file sharing; or can be more complex with document management and videoconferencing.

Intranets can also have databases, electronic catalogues, and folders. With so much information stored on intranets, it’s important for

employees to be able to effectively search through a company’s intranet.


Course Content:

What is the internet? Approved websites and evaluating search results

Search engines Searching a website

Using search engines Information on intranets

Search results Searching intranets

Databases Searching folders

Internet Security

In recent years, computers and computer-based technology have quickly become the norm within most workplaces, including contact

centres. As a result, it is important to understand how to properly use these machines and systems and protect the information and data

held within them. Knowing how to properly protect against viruses, malware, and phishing by using proper encryption, password protection,

network security, and computing habits is crucial whenever dealing with sensitive company and personal information. This course will address

a variety of issues related to internet privacy and security associated with computer and online vulnerability.


Course Content:

Viruses and Malware Phishing and Identity Theft

Social Networking Encryption, Password Creation and Network Security


2016 ver1.0


IT Behavior, Compliance and Ethics

Although much of this module addresses external rules and threats, it is also important to address company regulations and employee

behaviour at the workplace in relation to IT privacy and security. Despite the fact that issues like customer confidentiality and IT compliance

may seem obvious choices when discussing IT privacy and security, concerns related to professional behaviour, netiquette, and ethics are

also important. Proper habits and behaviours in the workplace can often mean the difference between exceptional information protection

and use and increasingly lax policies that allow for countless problems and difficulties. Understanding how these seemingly unconnected

topics can be combined to provide superior IT privacy and security is crucial when working in a call centre environment.


Course Content:

IT Compliance, Professional Behaviour and Ethics Customer Confidentiality

Professional Behaviour and Netiquette Ethics and Professional Conduct

Mobile and Tablet Operating Systems

As technology continues to advance, mobile and tablet computers are becoming increasingly commonplace. Unsurprisingly, there are a

numerous different types of tablet and mobile operating systems. This course will help you become familiar with many of these operating

systems as well as provide instructions for how to install and configure them. Finally, you’ll learn how to backup and restore specific tablet

and mobile operating systems.


Course Content:

Types of commonly used tablet operating systems Android mobile operating system

Installation and configuration of two major tablet operating

systems

Mac iPhone operating system

Mobile operating systems – hardware, software and usage Windows mobile operating system

Nokia Symbian mobile operating system BlackBerry operating system

Operating System Components

There are a number of components that help make up an operating system, including the kernel, the process manager, and device drivers.

Each component plays a crucial part to helping the operating system function properly. When dealing with operating systems, it is important

that you understand the roles of each of these components to better help customers. So, in this course, you'll take a close look at each

component and learn the underlying concepts that support each.


Course Content:

User interface and shell Device drivers

Boot loader Process manager

File manager Memory manager

The kernel Networks and security

Platform Peripheral Devices

Nearly every computer system relies on auxiliary or peripheral devices to carry out a variety of functions. The user is able to input data using

devices like keyboards, mice, and scanners, while the computer is able to use output devices like monitors, printers, and speakers to transmit

data to the user. These devices, although not part of the main computer system, are now seen as essential tools by most users . This course

will cover how these devices function and how they can be used to enhance the user’s computing experience.


Course Content:

Primary peripheral devices (monitor, keyboard, mouse) Specialized peripherals (headset and webcam)

Common household/business peripherals (printer, scanner,

speakers)


2016 ver1.0


Serial and Parallel Ports

Ports are sometimes overlooked when discussing computer components, but since they are one of the only ways to transmit data to and

from a computer system, they are an integral part of the computing experience. This course will focus on the configuration and function of

serial, parallel, audio, USB, FireWire, PS/2 and Ethernet ports. All of these ports are used to transfer different types of data to and from the

computer system.

Course Code: DMP501 Duration: 1 hour

Course Content:

Serial and parallel ports USB, FireWire, and PS/2 ports

Audio ports Ethernet ports

Service Operating Systems

Technology is constantly changing. A brand new top-of-the-line computer and operating system can dominate the market one day, but

can become obsolete the next day. Since people cannot constantly purchase new computer equipment and new software, manufacturers

have had to create updates for the equipment and software that they produce. These updates help improve usability, help improve

performance, and fix security problems. So, in this course, you will learn why updates are necessary and the problems that could occur with

upgrading software and computer equipment.

Course Code: OPS504 Duration: 1 hour

Course Content:

Importance of maintaining and upgrading operating

systems

Future of operating systems

Issues with upgrading operating systems

Software Application Features

In order to understand how to properly operate common software applications, you must first become familiar with the general terminology

and features associated with many programs. Once these basic terms and operations have been established, it is important to familiarize

yourself with the most commonly used software applications, including word processors, spreadsheet applications, database management

systems, presentation software, and software suites, which combine many applications together in one package. Finally, it is important to

learn and understand the distinction between different types of software including open-source software and web-based applications.

Course Code: SOF500 Duration: 2 hours

Course Content:

Common terminology and features of software applications Software suites

Word processing Open-source software applications

Spreadsheets/database management systems Web-based software applications

Presentation software

Software Installation Processes

Once it has been determined that a software application is able to run on a computer system, the installation process must begin. As there

are many different procedures and actions that take place during the installation of an application, there are numerous problems that can

arise during the process. Consequently, it is important to understand how to troubleshoot any problems that may arise during the installation

of a software application. Finally, once a program has been installed correctly, the program must be properly maintained and updated in

order to ensure that the application remains in optimal working order.

Course Code: SOF502 Duration: 1 hour

Course Content:

Basic installation processes Software maintenance and updates

Troubleshooting during installation


2016 ver1.0


Software Performance and Diagnostic Testing

Many believe that once a software application has been properly installed, then there is nothing left to worry about. In actuality, users must

constantly be aware of the possibility of performance degradation for all software applications, and if a program isn't functioning optimally,

then they must know how to properly diagnose and fix the problem. This course addresses issues related to performance degradation and

diagnostic testing, using both networking and internet utilities, so that you will be able to address any software application problems that

you, or your customer, might face.


Course Content:

Performance degradation Diagnostic testing using network and internet utilities

Software information used in diagnostic testing

Software System Requirements

If a software application is to be installed on a computer, it must first be established whether the computer system is able to run a particular

program. If the system requirements of an application are not met, then the program will not be able to be installed on the computer. As a

result, it is important to be able to establish both system requirements and system specifications in relation to particular software applications.


Course Content:

Identifying system requirements for software applications Comparing systems requirements and system specifications

Determining system specifications

Troubleshooting Basics

Troubleshooting is the backbone of IT support. By understanding how to perform proper root-cause analysis and effective troubleshooting

techniques, proceed through a call with an efficient call flow, and confirm the resolution of a problem while providing tips to ensure optimal

performance, an irate client with a malfunctioning computer device can be quickly turned into a happy and satisfied customer. These basic

and valuable methods and techniques must be understood and mastered before being able to perform more complex troubleshooting

tasks.

Course Code: TBS500 Duration: 2 hours

Course Content:

Basic call flow for technical support Root cause analysis

Common causes of hardware and software problems Confirming resolutions and preventative maintenance

Basic troubleshooting overview

Troubleshooting Tools

The act of troubleshooting often involves the use of several tools that can make the process easier and more effective. By understanding

how beep codes, error messages, and diagnostic tools can aid in the troubleshooting of various hardware and software-related problems,

you will be able to better understand and fix the problems that customers are facing. Furthermore, documents within Knowledge

Management Systems will allow you, and your fellow co-workers, to quickly reference troubleshooting solutions that have already been

devised for a myriad of hardware and software issues.

Course Code: TBS501 Duration: 1 hour

Course Content:

Common beep codes and error messages Using manuals and knowledge management systems

Using diagnostics


2016 ver1.0


Troubleshooting: Common Hardware Issues

Since computer hardware is often made up of countless delicate moving parts, all working with utter precision in cooperation with other

components, even the smallest problem can cause severe ramifications. The complexity of these devices means that contact center agents

in charge of troubleshooting these components must be able to use all of the proper methods and techniques needed to fix these issues.

From video and audio devices, to memory, power supplies, and internal drives, each hardware component has its own troubleshooting

techniques that must be used to correctly identify and rectify the problem.


Course Content:

Drivers Batteries

Video Power and power supply

Audio Internal drives (floppy, CD/DVD, and HDD)

Memory

Troubleshooting: Common Issues with Peripheral Devices

Next to the components that make up the actual computer system, the peripheral devices are the most important tools in a user’s

computing experience. Everything from cables, monitors, keyboards and mice, to printers, scanners, and digital cameras, can have trouble

properly interacting with a given computer system. As a result, the troubleshooting techniques used to address issues with peripheral devices

involve both the peripheral device that isn’t functioning properly, as well as the computer system to which it is connected.


Course Content:

Monitors Cameras

Keyboards and mice Cables

Printers and scanners

Troubleshooting: Common Issues with Software

Although software is designed to make a user’s computing experience easier, while allowing them to do more with the data they are

inputting, when software malfunctions it can lead to user frustration and a loss in productivity. When an operating system or software

application isn’t working properly, it is essential that you are able to help your customers get everything back in optimal working order. In

addition, ongoing software issues caused by malware infection need to be addressed at the root, with the malicious program being

removed rather than simply treating the symptoms of the infection.

Course Code: TBS502 Duration: 1 hour

Course Content:

Operating system related issues Malware related issues

Software issues

Troubleshooting: Connectivity and Networking Issues

In this course you will learn how to troubleshoot issues related to connectivity and networking. Many businesses and homes have begun

establishing networks, and installing firewalls to protect these networks, that can be complex and difficult to establish and maintain. As a

result, understanding how to properly diagnose and troubleshoot connectivity and networking issues has become essential for many help

desk agents.


Course Content:

Wireless connectivity Firewalls

Bluetooth Tethering

Routing


2016 ver1.0

Human Resources: Course Overviews

AODA – Customer Service Compliance for Managers

The Ontario government implemented the Accessibility for Ontarians with Disabilities Act (AODA) in 2005 in order to create a completely

barrier-free Ontario. This course will teach employers of a customer-service based organization what they must do so people with disabilities

are able to freely access their goods and services. Specific topics in this course are: the requirements of AODA, the purpose of AODA, four

principles on which AODA is based, establishing policies, practices and procedures, service animals, the exclusion of service animals by other

laws, support persons, notices for service disruptions, the feedback process, and AODA documentation.

Course Code: AODA101 Duration: 1 hour

Course Content:

What is AODA? Service animals

Who must comply? Support persons

When must I comply by? Posting notices for service disruptions

What are the requirements of AODA? Notice template

Foundation of the policies Feedback process

Policies, practices and procedures Required documentation

Assistive devices

AODA – Customer Service Training

AODA requires that all employees, volunteers, and contractors in customer service industries who interact with the public be trained. This

course will help employees, volunteers, and contractors provide better customer service to people with disabilities. Specific topics in this course

are: definitions of barriers and disabilities, the four principles on which AODA is based, the purpose of AODA, the requirements of AODA, tips

on providing service to customers with disabilities, how to interact with people with various physical and mental disabilities, common assistive

devices used by people with disabilities, how to interact with a customer who uses a service animal, and how to interact with a customer who

has a support person.

Course Code: AODA102 Duration: 1 hour

Course Content:

Barriers vs. disabilities Mental health disabilities

The Four Principles of AODA Intellectual or developmental disabilities

What is AODA? Learning disabilities

Purpose of AODA Speech or language impairment

Requirements of the customer service standard Commonly used assistive devices

Vision loss Interacting with people who use an assistive device

Dead, deafened, oral deaf, or hard of hearing Interacting with people who have a service animal

Deafblind Interacting with people who have a support person

Physical disabilities

Diversity in the Workplace for Employees

The workforce is made up of a wide variety of people. In this course, you will learn to apply strategies that will help you positively contribute

to a diverse workplace. You will become familiar with common misconceptions and pitfalls that can lead to discrimination and stereotyping.

You will also be given the opportunity to reflect upon your own awareness of diversity in the workplace.

Course Code: DIV404EE Duration: 1 hour

Course Content:

What is diversity? Experience with stereotypes

Terms related to diversity Politically correct words

Diversity self-awareness inventory The stop technique

Cornerstones of diversity Contributing to a diverse workplace

What are stereotypes? Handling discrimination

Common phrases and the stereotype behind them


2016 ver1.0


Diversity in the Workplace for Employers

Diversity is about variety, so a diverse workplace is one with people from different cultures and of different ethnicities. The advantages of a

diverse workplace include: different points of view, better productivity, improved teamwork, the ability to attract business from a variety of

geographical areas, learning opportunities, and possibility of lowered legal costs. In this course, you will learn the value of celebrating

differences and the need to discourage discrimination. This course contains an employee section and an employer section to fulfill the specific

training needs of the different roles in a workplace.

Course Code: DIV404ER Duration: 1 hour

Course Content:

What is diversity? Politically correct word

Terms related to diversity The stop technique

Diversity self-awareness inventory Contributing to a diverse workplace

Cornerstones of diversity Handling discrimination

What are stereotypes? Pitfalls that discourage diversity

Common phrases and the stereotype behind them Managing a diverse workforce

Experience with stereotypes Dealing with discrimination

Health and Wellness

Health and wellness encompasses many different aspects; however, this course focuses on nutrition, exercise, mental fitness and stress

management, work-life balance, and ergonomics. There is a strong focus on issues affecting the workplace. Yet, the techniques and tips

presented are also applicable to everyday life.

Course Code: HWS405 Duration: 1 hour

Course Content:

Canada Food Guide Coping with stress

Portion control The Employee Assistance Program

Nutrition labels Issues with work-life conflict

Benefits of physical activity How do you know if you have work-life balance?

Types of exercise Five phases of achieving work-life balance

Barriers to physical activity Consequences of work-life imbalance

Tips for getting and staying active Getting support from your employer

Characteristics of mental health Sitting and working at a computer

Practicing mental fitness Proper laptop use

Positive vs. negative stress Taking ergo breaks

Signs and symptoms of stress Environmental concerns

Motivation Based Interviewing

Traditional behavior-based interviewing does a reasonable job of assessing skills, but it falls short when it comes to assessing an applicant’s

motivation. In the world of hiring…that’s a Big Deal! Why? Because it takes more than just skill to succeed. Think of skill as being analogous to

a car. Think of motivation as fuel. A car without fuel runs great – going downhill. Using MBI is a more effective way to correctly assess a

candidate’s motivation to overcome obstacles and achieve goals. It enables you, the interviewer, to more accurately predict job

performance, and as a result, hire more High Performers.

A much better predictor of future job performance and achievement is an applicant’s ‘attitude’. What exactly is attitude? Att itude is how

effectively, or ineffectively, a person responds to obstacles or difficult challenges. Let’s face it; every job has its challenges! It can be a difficult

co-worker or customer, an insufficient budget, not enough time, being understaffed, too much competition, insufficient knowledge;

something that breaks down…the list is truly endless. Obstacles are a normal part of getting to any goal and if an employee isn’t good at

overcoming these obstacles, then they aren’t going to be good at achieving goals.

What makes an obstacle difficult to overcome is that there doesn’t appear to be a solution – initially. When a person encounters a roadblock,

it’s not their skill that determines whether they move forward. Rather, it’s their attitude and their passion. These components determine how

much effort will be put forth to solve the problem. When someone makes up their mind that a goal is impossible to achieve or deems an

obstacle to be insurmountable, they won’t relentlessly pursue the goal like a true High Performer would. High Performers have an attitude that

is conducive to achieving goals as well as the passion that drives them to do it. Many applicants who are NOT High Performers are interview-

savvy. These applicants withhold information but interviewers who use motivation-based interviewing know exactly how to expose it. MBI is

the only interviewing methodology with built-in skill, attitude and passion assessment components.

This course has 5 interactive modules:

1. Introduction, Overview and Navigation Instructions

2. Understanding the High Performer

3. Interviewing & Identifying the High Performer

4. Hiring the High Performer

5. Summary & Conclusion

Course Code: MBIONLINE Duration: 6 hours


2016 ver1.0


Course Content:

Understand the definition of “High Performer” Learn interviewing Best Practices

Understand HOW High Performers achieve better results Learn the key to assessing motivation – correctly!

Identify the 3 components inherent in ALL High Performers Learn how to write GREAT interview questions and practice

Learn the connection between Attitude and Achievement Determine a candidate’s “predominant” response towards

obstacles

Learn the science behind Attitude: Locus of Control Understand the “Interview Relationship”

Learn the power of Passion as a natural motivator Learn techniques to get your candidate’s guard down and

talking more freely

Learn the importance of staying objective Learn the recommended MBI standard for hiring High

Performers

Perception

Our environment and surroundings give us a lot of information. In fact, it is often too much for our minds to handle at any one time. This is

where perception comes in. Using our past experiences and expectations, we categorize and group similar items together to allow for quick

thinking and the ability to fill in missing information. However, this can also lead to problems, such as categorical thinking leading to

stereotyping. In this course, you will learn about the different problems with the perceptual process and ways you can overcome them.

Course Code: PER602 Duration: 1 hour

Course Content:

The process of perception and how to make sense of

information

How categorizing, homogenizing, and differentiating are

elements of forming and maintaining a social identity

How the perception process allows us to gather, filter, and

interpret information, as well as overcome any problems

Stereotyping, or assigning traits to individuals based on their

membership in a social group

Selective attention and how it helps us focus on relevant

information

The difference between a self-serving bias and a

fundamental attribution error

How information is filtered by various internal and external

factors and how we ignore information contrary to our values

and assumptions

The effects of self-fulfilling prophecies in the workplace

When assumptions are made How lessons about perception must not only be learned, but

also applied

Categorical thinking based on similarity and proximity How self-awareness and training can be used to reduce

perceptual biases

How mental models can be used to connect events and

develop expectations

How understanding your values, beliefs, and prejudices can

help reduce your perceptual biases

How people join groups and organizations to help them

define who they are

How meaningful interaction can help reduce perceptual

biases

Power and Influence

No matter what your position or title is in an organization, it is important to understand what power and influence are and how to use them. If

you feel empowered at work, you are more likely to enjoy your job, be more productive, and not engage in negative office politics. This

course presents the basic elements of power, influence, and organizational politics, and examines how these elements are related.

Course Code: POW603 Duration: 1 hour

Course Content:

The meaning of power Influence tactics

The different types of power that can influence your

workplace

Employee empowerment and the benefits it brings to the

workplace

Factors that affect power in the workplace Different responses to influence tactics based on how the

tactic is presented

The effect that different types of influence tactics have on

power dynamics and work relationships

The impact of organizational and office politics and how to

minimize their negative impact

Preventing Violence in the Workplace for Employees

This course provides you with the information and practice you need to recognize and deal with violence in the workplace. You will learn to

identify possible warning signs of violence, use anger management strategies, and become familiar with workplace policies and procedures

designed to protect you. You will also learn how to respond to a violent incident in the workplace. The content of this course is based on

Ontario legislation and guidelines set out by the Ontario Ministry of Labour.

Course Code: VIO402EE Duration: 1 hour

Course Content:

Violence in the workplace Work refusal

Why workplace violence occurs Responding to violence

Managing anger Immediate and future responses to violence

Common phrases and the stereotype behind them Responsibilities of the violence response team


2016 ver1.0


Communicating effectively Legal requirements of employers

Problem-solving tools Effective hiring practices

Workplace health and safety roles Workers with a history of violence

Workplace policy and training Workplace design and security

Assessing the risk of workplace violence

Preventing Violence in the Workplace for Employers

Workplace violence is legally defined as committing, attempting to commit, or threatening to commit physical injury to a worker in a

workplace. Thus, when we think of violence, our minds immediately lead to thoughts of physical violence. However, violence can take many

forms including sexual, psychological, and verbal; even excessive anger demonstrated verbally can be considered violence. This course will

cover the legalities of workplace violence, prevention methods, and what to do if you experience a form of violence at your workplace. This

course contains an employee section and an employer section to fulfill the specific training needs of the different roles in a workplace.

Course Code: VIO402ER Duration: 1 hour

Course Content:

Violence in the workplace Responsibilities of the violence response team

Why workplace violence occurs Legal requirements of employers

Managing anger Effective hiring practices

Common phrases and the stereotype behind them Workers with a history of violence

Communicating effectively Workplace design and security

Problem-solving tools Developing an emergency response plan

Workplace health and safety roles Developing a threat response process

Workplace policy and training Interviewing alleged perpetrators

Assessing the risk of workplace violence Threat analysis

Work refusal Analyzing impact

Responding to violence Communicating about violent incidents

Immediate and future responses to violence

Structure, Culture and Change

Organizational structures form the building blocks of a company. The work can be divided and coordinated in an orderly manner. From this,

organizations develop a culture, which defines what is important and unimportant in the company. Understanding an organization’s culture

will help when an organization undergoes changes. Change can be a very difficult, but necessary to ensure survival in the changing market

place. In this course, you will have the opportunity to learn about different aspects of organizational structure, corporate culture, and

organizational change.

Course Code: CUL600 Duration: 1 hour

Course Content:

Gaining an understanding of how work is organized and

divided up in an organization

How to change and strengthen organizational culture

Different methods of coordinating labour and when each is

most likely used

An introduction to Lewin’s Force Field Analysis Model and

how it relates to organizational change

The elements of organizational culture The importance of minimizing employee resistance to

change and some tips on how to accomplish that

The functions of organizational culture Two different approaches to examining how well your

organization is handling organizational change

Workplace Harassment for Employees

This course provides you with the information and practice you need to recognize and deal with harassment in the workplace. More

specifically, you will learn to address common misconceptions that can lead to harassment. You will also become familiar with the various

parts of workplace policies and procedures designed to keep you safe. The content of this course is based on Ontario legislation and

guidelines set out by the Ontario Ministry of Labour.

Course Code: HAR401EE Duration: 1 hour

Course Content:

Definitions of harassment Protecting yourself from harassment

Types of harassment Strategies that don't work

A closer look at sexual harassment Saying "no" effectively

The importance of understanding harassment What to do if you witness harassment

Elements of a workplace harassment policy What to do if a complaint is filed against you

Complaint procedures The basics of mediation

Workplace Harassment for Employers


2016 ver1.0


Harassment is any behavior that demeans, embarrasses, humiliates, annoys, alarms, or verbally abuses a person that is known or should

reasonably be known to be unwelcome. There are many forms that harassment can take including verbal, physical, sexual, visual, and gender.

This course can either be a refresher course for existing staff, a course provided to new employees, or could be used as a component of

management training programs. By the end of this course, you should be able to follow the appropriate steps necessary if harassment occurs

in your workplace. This course contains an employee section and an employer section to fulfill the specific training needs of the different roles

in a workplace.

Course Code: HAR401EE Duration: 1 hour

Course Content:

Definitions of harassment What to do if a complaint is filed against you

Types of harassment The basics of mediation

A closer look at sexual harassment Legal requirements of employers

The importance of understanding harassment Other harassment prevention strategies

Elements of a workplace harassment policy Addressing a complaint

Complaint procedures False complaints

Protecting yourself from harassment Investigating a complaint

Strategies that don't work Mediation

Saying "no" effectively Possible outcomes to an investigation

What to do if you witness harassment

Workplace Hazardous Materials Information System (WHMIS) for Employees

This course is designed to prepare you to successfully write the WHMIS certification test for office workers. You will learn to recognize hazard

symbols, understand components of Material Safety Data Sheets and workplace labels, and understand worker rights and duties. This course

includes a practice test which will help you determine your readiness for the official certification test.

Course Code: WHM400EE Duration: 1 hour

Course Content:

What is WHMIS? WHMIS Documents

Warning Signs

Workplace Hazardous Materials Information System (WHMIS) for Employers

WHMIS is a Canada-wide system designed to provide employers and employees information about hazardous materials in the workplace.

You should be able to recognize and understand the various hazard symbols, and workplace labels and documents. This course will prepare

office workers to successfully write the required WHMIS test for certification. This course contains an employee section and employer section

to fulfill the specific training needs of the different roles in a workplace.

Course Code: WHM400ER Duration: 1 hour

Course Content:

What is WHMIS? WHMIS Documents

Warning Signs Complying with WHMIS

Workplace Safety for Employees

Safety in the workplace is everybody's responsibility. In this course, you will identify common workplace safety hazards and become familiar

with the regulations that protect you. You will learn how to prevent and respond to workplace accidents and incidents. This course also

includes information about Joint Health and Safety Committees and organizations that govern workplace safety.

Course Code: SFT403EE Duration: 1 hour

Course Content:

Types of workplace hazards Responding to accidents

A culture of safety Documenting accidents

Worker rights Members of the committee

Joint health and safety committee Meeting structure

Hazard identification Employer responsibilities

Hazard resolution More employer duties according to the OHSA

Duties of workplace parties Workplace safety and insurance board (WSIB)

People at increased risk Implementing a safety program

Safety plan basics Hiring for safety

Accidents versus incidents

Workplace Safety for Employers


2016 ver1.0


Safety in the workplace is everybody's responsibility. In this course, you will identify common workplace safety hazards and become familiar

with the regulations that protect you. You will learn how to prevent and respond to workplace accidents and incidents. This course also

includes information about Joint Health and Safety Committees and organizations that govern workplace safety. In any workplace, there

are many safety hazards that can exist which can be health, biological, chemical, ergonomic, and physical hazards. Accidents and incidents

can be difficult to prevent. For this reason, it is important to create a culture of safety; which is a set of values and practices that contribute

to keeping everyone safe from harm. This course discusses processes and procedures for the promotion and implementation of a physically

safe work environment.

Course Code: SFT403ER Duration: 1 hour

Course Content:

Types of workplace hazards Documenting accidents

A culture of safety Members of the committee

Worker rights Meeting structure

Joint health and safety committee Employer responsibilities

Hazard identification More employer duties according to the OHSA

Hazard resolution Workplace safety and insurance board (WSIB)

Duties of workplace parties Implementing a safety program

People at increased risk Hiring for safety

Safety plan basics Inspections

Accidents versus incidents Investigations

Responding to accidents


2016 ver1.0

Languages

Orion Learning offers over 450 online language training courses. Some courses offer up to 4 different levels of engaging interactive

language activities, simulations and vocabulary. Here’s a description of each level type and a table listing of languages that we offer:

Talk Now!: IF you’re new to a language, there are some basics you will have to learn, whether you’re eight years old or 80, on business abroad or

a tourist on holiday. Talk Now! Afrikaans offers a simple-to-use method for you to start learning the language, whoever you are.

Talk More! THIS program teaches basic conversational phrases with structures that can be adapted to fit different situations. It also tackles one of

the main challenges in learning a foreign language: building the confidence to speak it. Talk More’s recording function allows you to

compare your accent with that of a native speaker. Perfect for building a learner’s spoken confidence.

Talk The Talk! Talk The Talk is designed with teenagers’ social lives in mind. It concentrates on the words and phrases young people need for social

conversation, including plenty of useful, up-to-date vocabulary. It then builds their spoken confidence, allowing them to compare

their accent to that of a native speaker.

Talk Business! Picture yourself doing business with someone who doesn’t speak your language. The chances are you’ll need more than “holiday

level” conversation to get by. That’s why Talk Business was developed. It teaches you basic business vocabulary so that you can

concentrate on the important stuff and not waste time searching for the right words.

Language Talk Now! Talk More! Talk The Talk! Talk Business!

Abruzzese Yes

Afrikaans Yes Yes Yes Yes

Albanian Yes Yes Yes Yes

Alsatian Yes

American Yes Yes Yes Yes

Amharic Yes Yes Yes Yes

Arabic Yes Yes Yes Yes

Arabic (Egyptian) Yes

Arabic (Modern) Yes

Armenian Yes

Assamese Yes Yes

Aymara Yes

Azeri Yes

Basque Yes Yes Yes Yes

Belarusian Yes Yes

Bengali Yes Yes Yes Yes

Breton Yes

Bulgarian Yes Yes Yes Yes

Burmese Yes

Cantonese Yes Yes Yes Yes

Catalan Yes Yes Yes Yes

Chichewa Yes Yes Yes Yes

Chuvash Yes

Cornish Yes Yes Yes Yes

Corsican Yes

Creole Yes Yes Yes

Creole (Haitian) Yes

Croatian Yes Yes Yes Yes

Czech Yes Yes Yes Yes


2016 ver1.0

Languages


Danish Yes Yes Yes Yes

Dari Yes Yes Yes Yes

Dutch Yes Yes Yes Yes

English (UK) Yes Yes Yes Yes

English (Canada) Yes

Esperanto Yes Yes Yes Yes

Estonian Yes Yes Yes Yes

Faeroese Yes

Farsi Yes Yes Yes

Finnish Yes Yes Yes Yes

Flemish Yes Yes Yes Yes

French Yes Yes Yes Yes

French (Canada) Yes

Frisian Yes

Galician Yes Yes Yes Yes

Georgian Yes

German Yes Yes Yes Yes

Greek Yes Yes Yes Yes

Greenlandic Yes

Gujurati Yes Yes

Hausa Yes

Hawaiian Yes

Hebrew Yes Yes Yes Yes

Hindi Yes Yes Yes Yes

Hungarian Yes Yes Yes Yes

Icelandic Yes Yes Yes Yes

Igbo Yes Yes Yes Yes

Indonesian Yes Yes Yes Yes

Inuktitut Yes Yes Yes

Irish Yes Yes Yes Yes

Italian Yes Yes Yes Yes

Japanese Yes Yes Yes Yes

Jerriais Yes

Kannada Yes

Kazakh Yes Yes Yes Yes

Khmer Yes Yes Yes Yes

Kirghiz Yes

Klingon (Yes, Seriously...) Yes

Korean Yes Yes Yes Yes

Kurdish Yes

Latin Yes

Latvian Yes Yes Yes Yes

Lingala Yes

Lithuanian Yes Yes Yes Yes


2016 ver1.0

Languages


Luganda Yes

Luxembourgish Yes Yes Yes Yes

Macedonian Yes Yes Yes Yes

Malagasy Yes

Malay Yes Yes Yes Yes

Malayalam Yes Yes

Maltese Yes Yes Yes

Mandarin Yes Yes Yes Yes

Manx Yes Yes Yes Yes

Maori Yes Yes Yes Yes

Marathi Yes Yes

Mongolian Yes

Navajo Yes

Nepali Yes Yes

Norwegian Yes Yes Yes Yes

Occitan Yes

Papiamentu Yes Yes Yes Yes

Pashto Yes Yes Yes Yes

Persian Yes

Pidgin Yes

Polish Yes Yes Yes Yes

Portuguese Yes Yes Yes Yes

Portuguese (Brazilian) Yes Yes Yes Yes

Provencal Yes

Punjabi Yes Yes Yes

Quechua Yes Yes Yes

Romanian Yes Yes Yes Yes

Romansh Yes

Russian Yes Yes Yes Yes

Rwanda Yes

Saami Yes

Sardinian Yes

Scottish Gaelic Yes Yes Yes Yes

Serbian Yes Yes Yes Yes

Sesotho Yes Yes Yes

Setswana Yes Yes Yes

Shona Yes Yes Yes Yes

Sinhala Yes

Slovak Yes Yes Yes Yes

Slovenian Yes Yes Yes Yes

Somali Yes

Spanish Yes Yes Yes Yes

Spanish (Latin) Yes Yes Yes Yes

Swahili Yes Yes Yes Yes


2016 ver1.0

Languages


Swedish Yes Yes Yes Yes

Swiss Yes Yes Yes Yes

Tagalog Yes Yes Yes Yes

Tamazight Yes Yes Yes Yes

Tamil Yes Yes

Telugu Yes Yes

Thai Yes Yes Yes Yes

Tibetan Yes

Tswana Yes

Turkish Yes Yes Yes Yes

Ukrainian Yes Yes Yes Yes

Urdu Yes Yes Yes

Uzbek Yes

Vietnamese Yes Yes Yes Yes

Welsh Yes Yes Yes Yes

Xhosa Yes Yes Yes Yes

Yiddish Yes

Yoruba Yes Yes Yes Yes

Zulu Yes Yes Yes Yes


2016 ver1.0

Leadership

Appraising Workplace Performance

Conducting performance reviews can be an excellent opportunity to inspire, motivate, and communicate with your employees, but only if

they are conducted correctly. Conversely, if performance reviews are poorly done, they can result in mutual feelings of frustration and

distrust between managers and employees. In this course, you'll have an opportunity to learn the correct methods and techniques that can

be used in the performance review process to ensure the most beneficial results possible.

Course Code: PER504 Duration: 1 hour

Course Content:

An explanation of why performance appraisals aren’t

popular amongst both employees and leaders alike

The main topics that should be included in the development

of a performance appraisal document template

An effective way to address employee concerns about

performance appraisals

How to monitor and modify workplace behaviour after

conducting performance appraisals to help your employees

stay on track and meet their goals

How to make performance appraisals defensible (and the

importance of doing so)

Strategies to conduct a successful performance appraisal

meeting

The benefits of performance appraisals Constructive listening during a performance appraisal

Common mistakes made when conducting performance

appraisals

The importance of asking questions to gain more information

during a performance appraisal

What the performance management process consists of As a leader, having the ability to accept criticism that an

employee gives you during his or her performance appraisal

Building Effective Teams

In this course the concept of workplace teams is discussed. Topics covered include the stages of team formation, models of workplace

teams, team player types, team building, and characteristics of effective teams. When everyone on a team is working together well,

teamwork can be of tremendous benefit for an organization, for job satisfaction, and for work efficiency. It’s important to be aware of the

factors that can prevent or take away from good teamwork. The awareness of these barriers will help you to recognize their existence in

your team and take steps to break the barriers down.

Course Code: TEA400 Duration: 1 hour

Course Content:

Benefits and barriers of Teamwork Characteristics of effective Teams

Models of workplace teams The TORI model of team building Team player types

Coaching in the Workplace

Effective managers understand that simply directing orders to their employees will not yield optimal results. Rather, by developing a

coaching style that addresses and nurtures the skills and talents of employees will help create a more well-rounded and knowledgeable

workforce. As a result of coaching, employees become more efficient, educated, and effective in the tasks and roles they are assigned.

This course will help you to develop your coaching skills. You'll have an opportunity to learn how to communicate your coaching feedback

and how to develop an awareness of the specific learning styles of your employees.


Course Content:

What coaching is in the context of a workplace The need for challenging skills as a component of your

coaching practice

Two styles of coaching How feedback and coaching work together

What learning styles are and how they contribute to being

an effective coach

Types of feedback models and knowing how and when to

use which one

The 6 key adult learning principles Some useful tips that experienced leaders use when giving

feedback

The impact that effective interpersonal communication skills

has on the success of the coaching you provide

How to avoid the top 8 mistakes when delivering feedback

The importance of coaching follow-up and helping skills How to handle negative reactions to the delivery of

negative feedback How mentoring and teaching skills can improve the success

of your team


2016 ver1.0

Leadership

Common Human Resource Issues and Responsibilities

This course is the second of two that covers human resource related topics for managers. In this course, we examine some common human

resource-related issues and responsibilities that managers can expect to encounter and are prepared for on a daily basis. By understanding

these issues and responsibilities, managers will not only be more well-rounded and knowledgeable, they will also be better prepared for the

realities of the day-to-day operations of the workplace.

Course Code: MP105 Duration: 2 hours

Course Content:

Solutions to common causes of employee absenteeism and

the organization’s rights when dealing with the issue

Examples of employee behaviour requiring disciplinary

action and how such actions should be carried out

The benefits of diversity development and an explanation of

how to properly handle discrimination complaints

The common reasons for laying off employees and what

laws and procedures should be followed throughout the

process.

How to protect your employees’ privacy using the 10

principles of privacy protection and applicable laws

Specific methods used to terminate employees in a

respectful and law abiding way

An explanation of which forms of compensation and

benefits are mandatory and which are discretionary

How to design exit interviews that provide an organization

with valuable information pertaining to an employee’s time

with the organization and reasons for leaving How performance reviews can be used to evaluate and

adjust employee behaviour

Communicating for Success

Communicating for success means not only being able to utilize the tools required for meaningful and effective communication, but also

understanding how to identify and overcome any barriers that present themselves on a day-to-day basis. Without proper communication,

both managers and their employees will struggle in their attempts to collaborate or work within a team environment. Consequently, effective

communication is one of the foundational elements that support a productive, successful, and harmonious workplace. In this course, you’ll

have an opportunity to learn what effective communication is, an awareness of the barriers preventing effective communication, and some

skills and strategies you can add to your leadership tool kit.

Course Code: COM501 Duration: 1 hour

Course Content:

How to overcome the many physical distractions we

encounter in our work environments

The detrimental effects that communication omissions can

have on individual or team moral

The detrimental effect that occurs in a work culture of poor

listening and miscommunication

How to make effective listening techniques a habit

The negative impressions or perceptions that result from

ineffective listening skills

The role that anxiety has on listening

The difference between hearing and listening and the

resulting outcomes of one over the other

The purpose and benefit of asking well-formed, well-timed

questions

Improving effective listening and the positive impact it can

have on team development and productivity

The (unintended) consequences and benefits of non-verbal

behaviour

An explanation of how the listening process, also known as

the communication funnel model, can help with effective

communication

How to improve your listening skills

The specific communication barriers you’re up against on a

daily basis

Conflict Resolution Strategies for the Workplace

Conflict can occur whenever two or more people are required to work together. While it is inevitable that problems arise, the key to a

harmonious workplace lies in understanding how to properly manage and resolve these conflicts. Developing a skill set that can be used to

help quell and solve the feelings of anger, resentment, and frustration that generate from interpersonal conflicts is a requirement for any

workplace leader. In this course, you'll have the opportunity to learn the skills necessary to address and resolve a variety of workplace

conflicts.

Course Code: CON502 Duration: 1 hour

Course Content:

Recognizing signs of conflict A fail-proof conflict resolution method for day-to-day issues

Understanding the differences in types of conflict Two more formalized approaches for conflict resolution

Managing types of group conflict Balancing soft skills associated with conflict resolution

The costs and benefits of workplace conflict Differences between a healthy debate and a dysfunctional

argument

Addressing the five stages of conflict Effective intervention statements

Five effective tips to follow to resolve conflict Understanding anger management


2016 ver1.0

Leadership

Dealing with Change

Dealing with change can be a difficult task for anyone, but the issue becomes even more complex once you are in a managerial role. As

a manager, it is your responsibility to guide your employees through the process of change so that it is as painless and fruitful as possible.

Change can bring up feelings of anger, stress, and other negative attitudes in even the best employees, and as a manager it will be your

job to help them respond and adapt to change with resilience and resourcefulness. By understanding the cycle of change, the varying

reactions to change, and how to deal with anger and stress, you will be able to provide your employees with the guidance and leadership

necessary to face even the largest shifts and disruptions in the workplace.


Course Content:

How to help employees adapt to change The different types of reactions to change and what you

can do to manage these

The benefits and costs of change The characteristics associated with resiliency to change

Demonstrating how to help employees address their fears

and apprehensions towards new circumstances and ideas

Strategies that can be used to help employees cope with

change

The three-step cycle of the change process How to help employees deal with their anger and stress

The process involved in the adaption of change How to identify and manage negative employee attitudes The problems faced by management during times of

change

Delegating Effectively

Delegation involves being able to effectively assign either authority or responsibility for a task to an employee, who will then carry out the

assignment efficiently and accurately. This form of task assignment should not simply be the process of a manager/supervisor dumping work

on a subordinate, but should rather be the utilization of a variety of individual skills and capabilities in order to get a job done quickly and

properly. This course will help you to determine when and to whom to delegate, how to give clear and concise instructions, and the follow-

up and feedback process in delegation.


Course Content:

The definition of delegation – what it is and what it isn’t The problems that can develop when delegation instructions

are not clear

Some general guidelines for what you should and shouldn’t

delegate

How the use of a pre-developed guideline for a delegation

meeting will help to ensure that the task to be delegated is

understood by the employee taking it on

The reasons for which delegation should occur The importance of monitoring the delegated task, using the

agreed upon level of authority

How to determine if a task should be delegated or whether

you should just do it

How and when to provide feedback to an employee to

whom you have delegated a task Selecting the right person to delegate a task to The definition of delegation – what it is and what it isn’t

The importance of preparing for a meeting during which

you’re going to delegate a task to an employee or

employees

Some general guidelines for what you should and shouldn’t

delegate

The key areas of communication to cover when providing

instructions to an employee during a delegation meeting

Emotions, Attitudes and Stress

The role of emotions in the workplace is becoming an increasingly prominent area of study and concern for organizations. There are many

studies which support a strong business argument for the improvement of managing employee emotions, attitudes, and stress levels.

Unhappy employees are more likely to be neglectful, absent, and less productive than happier ones. This course examines the link between

emotions, attitudes, and stress and how these are expressed in the workplace. There is a focus on the development of organizational

commitment, emotional intelligence, and effective stress management.

Course Code: EMO601 Duration: 1 hour

Course Content:

How generating positive emotions can be beneficial in the

workplace

The factors that can contribute or detract from workplace

commitment

The psychological, behavioural, and physiological effects of

emotions

The differences between affective commitment and

continuance commitment

How emotions can affect a person’s attitudes How affectively committed employees are less likely to quit,

are more motivated, have higher job performance, and

have higher organizational citizenship

How to properly display emotions in the workplace How to build organizational commitment

What emotional intelligence is and how it is displayed The difference between positive and negative stress

The benefits of having a high degree of emotional

intelligence

The psychological consequences of distress in the workplace


2016 ver1.0

Leadership

There are many factors that contribute to an employee’s

overall job satisfaction

Identifying factors that can cause stress in the workplace

Responses to job dissatisfaction can include absenteeism,

employee stress, poor job performance, and decreased

employee loyalty

Common causes of stress in the workplace, including time

constraints, personal issues, and being overworked

Job satisfaction can be achieved through the rewards and

recognition that comes with increased job performance

How to manage employee stress

Hiring for Success

Ensuring that an organization hires the right person the first time can help save both time and money. Before the hiring process can even

begin, the tasks and responsibilities associated with the position being filled must accurately be identified and agreed upon. Next, in order

to make the correct hiring decisions, management must understand and implement a variety of measures that will help attract and identify

the best candidate for the job. These elements will help managers make the correct hiring decisions the first time rather than wasting time

and money on costly hiring errors.

Course Code: PM101 Duration: 2 hours

Course Content:

The costs of hiring mistakes How to avoid bias during interviews

How to conduct job analyses and create position profiles The different types of interview questions and techniques

including behavioural questioning and the critical incident

technique

The repercussions of failing to ask proper interview questions How to use performance assessments

Factors to assess during the hiring process Scoring, recording, and responding to applicant responses

How to create job advertisements and choose the best form

of advertising

How to conduct yourself during an interview

The recruiting and selection process How to deal with difficult applicants

Obstacles to recruiting and hiring Guidelines for checking references

How and why to use a resume screening guide How to adhere to legal standards during the hiring process How to prepare for an interview

Interviewing, Hiring, Orientation and Training

While it may seem like you have more than enough responsibilities as a new manager, many workplaces also require that their managers

assume a variety of human-resource related activities. These responsibilities can involve tasks related to interviewing, hiring, orientation and

training new employees. These seemingly straightforward tasks are often more involved and complex. This course provides information for

managers who do not have a background in human resources but are required to take the lead on hiring and training new staff members.


Course Content:

Common HR-related activities often assigned to non-HR

managers

Different methods for advertising an open position

Indexation and extrapolation forecasting methods used to

determine staffing needs

An example of a resume screening guide that can be used

to evaluate candidates

How to conduct a skills inventory, job analysis, and position

profile when determining what hiring decisions need to be

made to fill vacancies

The benefits of conducting meaningful job interviews in a

welcoming and distraction-free environment

The costs associated with, and alternatives to hiring a new

employee

How the use of behavioural, probing, critical incident

techniques

How to create an effective job advertisement How using a candidate rating guide

Making Employees Accountable

Any effective manager will tell you that having faith and confidence in his/her employees is essential to running a successful department.

This trust is not created over night or without significant time and commitment from an organization. In order to establish employee

accountability, an organization itself must be seen as accountable. By creating an environment where accountability is not only praised

but expected, a manager can foster and manage an inclusive and secure work environment, which will lead to improved employee morale,

productivity, and faith in the organization.


Course Content:

What accountability is Strategies for creating and sharing ownership of work

A history of accountability Delegation-to strengthen employee accountability

How recent events have further eroded many peoples’

belief

Useful ways to monitor and assess employee accountability

The characteristics of an accountable organization Goals and expectations

Ways to foster and enhance the personal accountability


2016 ver1.0

Leadership

Management Preparation

Preparing to become a manager can be a difficult and stressful task if you are not properly prepared. Fortunately, there are skills and

strategies that can be used to help make the transition less stressful and more successful. By understanding the foundations of successful

management, coupled with an understanding of elements like effective leadership styles, conflict resolution methods, and problem solving

techniques, even someone with limited supervisory experience can become a successful manager.


Course Content:

How to reaffirm your commitment to lifelong learning The benefits of directional and consequential thinking

The managerial benefits of personal mastery, values, and

vision

Useful relationship-building and coaching techniques for

managers.

How to foster positive employee mental models and team

learning

Useful tips for problem-solving and stress management

The five-step process involved in building shared visions A useful explanation of SWOT analysis

How to use systems thinking to improve productivity and

performance

How, as a manager, you can use delegation and critical

feedback to increase performance and productivity

How to break destructive cycles of trust with employees Useful strategies for public speaking and communicating

with employees

How to avoid negative responses when implementing

change

How to use leadership to strengthen your management

techniques How time-management and influence is used by successful

managers

Performance Management

Effective performance management within an organization can help make the difference between a successful and a failing business or

department. By developing effective training and coaching programs, an organization can lay the groundwork for an effective and

successful performance management process. Once these foundations have been established, management needs to ensure that the

performance management process is activated, evaluated, and reviewed in such a way as to implement the most useful and productive

process possible. By doing this, management can help ensure that they are getting the most out of their workforce at all times.


Course Content:

The collaborative natures of a shared management strategy The activation phase of the shared management model

The three phases of shared management Conducting ongoing employee evaluations

Categories of successful learning when setting employee

goals

Improving performance feedback meetings

The four main categories for successful goal setting Accepting criticism as a manager

Preparing for the performance management process Different types of formal evaluation

Choosing the right candidate for the job The components of an effectively conducted formal

interview

Advantages of classroom-based training Fostering Communication with employees during formal

evaluations

Elements of effective training programs Performance review preparation and follow up

Communication methods for improving coaching

techniques

Properly designing and filling-out performance review forms

Motivational techniques that can be used to improve

performance

Talent Management

Attracting and retaining talented individuals can be difficult for even the most experienced manager. Drawing in-demand candidates to

your firm can help bolster the productivity, prestige, and value of an organization, which means attracting highly-talented individuals, should

be a primary concern for the management of any business. Furthermore, many organizations have talented individuals within their ranks

that management simply haven't identified or placed in a role where talents can be properly used. Management must help ensure that

such potential isn't wasted. Finally, once talented individuals from outside the organization have been hired, it is the responsibility of

management to ensure that these employees are being utilized effectively.


Course Content:

Talent management and Shared management How talent within an organization should be assessed

The different elements of emotional intelligence How talent review meetings should be conducted

What competency models and clusters are The process and for evaluating a talent management

program

Methods that can be used to identify and classify talent The value of having succession plans


2016 ver1.0

Leadership

Ways to manage talent and motivate employees The components involved in an effective succession plan

Ways to encourage and foster engagement in the

workplace

How to find, identify, and attract potential external

successors

Team Building

While the benefits to having effective teamwork within the workplace are well known, the methods to achieve this harmonious and

cooperative environment can be more challenging to find. Fortunately, this course will help uncover and explain these often elusive

strategies. Once the foundations for successful teamwork have been laid, your role as a manager will be made easier and your employees

will be more productive. By understanding team types, what makes a good team player, how trust and communication affect teamwork,

and learning how to effectively build a team, a supportive and collaborative work environment can be established.


Course Content:

Show you the benefits/drawbacks of different team

formations

Team Player Type - Communicator: Encouraging,

passionate, funny, helpful, impractical, manipulative

Demonstrate problems that teams can face and how they

can be avoided by developing a highly effective team

Team Player Type - Challenger: Truthful, principled, self-

assured, ethical, inflexible, overconfident

Explain barriers to communication and how they can be

avoided using effective listening

Show you how to build better teams using forming, storming,

norming, and performing

Team Player Type - Contributor: Reliable, methodical, well-

organized, realistic, cautious, short-sighted

Explain how the TORI (Trust, Openness, Realization,

Interdependence) model can aid in team building and

management

Team Player Type - Collaborator: Forward-thinking,

supportive, flexible, creative, unrealistic, overly future-

oriented

Explain the value and composition of team contracts

Team Dynamics

The use of different types of teams and team work, in particular virtual teams, is becoming more prevalent in the workplace. It follows that

the concept of team dynamics is an important aspect of organizational behavior. In this course, the advantages and disadvantages of

teamwork will be explored. As well, elements of effective teams will be focused on, including the level of interdependence, team size, team

composition, team cohesion, team norms, and team trust. You will also learn about the constraints on team decision making and how to

overcome them.


Course Content:

What teams are Team life cycle

Different types of teams Team norms

Advantages and disadvantages of teams within

organizations

Team cohesion

Types of interdependencies Team trust

Sizes of teams Conflict and constraints in team decision making

Composition of teams Team decision making strategies

Team Environment and Behaviors

In this course team behaviors and the team environment are discussed. Specific topics covered include the stages of team development,

positive team behaviors, team codes of conduct, and communication techniques used by healthy teams. It is important that the team

development process and the environment in which teams operate promote collaboration and encouragement. Finally, some clear

examples are given of how effective teams behave and communicate.


Course Content:

The four stages of team development Team codes of conduct

Things to encourage in a team How healthy teams communicate


2016 ver1.0

Leadership

Time Management for Peak Performance

Regardless of the industry or position, successful leaders understand the importance of effective time management. When faced with

competing tasks and simultaneous deadlines, it important that you are able to manage your time successfully. As a leader, if you model

good time management and coach your team members in this important skill, you will reduce stress, maintain team focus, and stay in

control. This course will teach you how to identify important tasks, avoid procrastination, set achievable goals, organize your workspace,

prioritize to improve productivity, improve your scheduling, and delegate effectively.

Course Code: TM101 Duration: 1 hour

Course Content:

Time wasters Organizing computer files and email

Procrastination Delegating

Combating procrastination Levels of authority

Setting goals Just saying ‘No’

Using Motivational Training

One of the most difficult aspects of management is learning how to motivate your employees. In order to get the best out of each and

every employee, a manager must understand how consequences, motivations, and a positive environment can be used to help motivate

a workforce. Consequently, an effective manager will be able to evaluate the goals and values of his or her employees to help develop a

motivational work environment, which will increase productivity, morale, and overall job satisfaction at the organization.

Course Code: PM102 Duration: 1 hour

Course Content:

The carrot, whip, and plant techniques for motivating

employees

The role of values in the workplace

The hierarchy of motivational needs The effects of positive and negative feedback

The difference between motivational and maintenance

factors

Creating a motivational environment

Who is responsible for motivational and maintenance factors

within the workplace

Expectancy theory

Fear and desire as personal motivators Sources of motivation

Setting goals using the SMART method Aspects of a motivating job

Setting and developing employee goals Designing motivating jobs

Commonly held values and how they relate to motivation Using different methods to create job motivation


2016 ver1.0

Management: Course Overviews

A Background to Body Language

Having completed this course, the learner will be able to:

Define the term ‘body language’

Explain the connection between body language and ‘intuition’

Explain the meaning of; posture, gestures and proxemics

Most people, at some time or another, experience the feeling that another person is g iving out ‘vibes’. This feeling often leads them to

believe that the other person is feeling or thinking in a particular way, regardless of what he or she is actually saying. Some people are also

given to feelings of ‘intuition’ when they first meet someone. For reasons they do not understand, they are able to make almost immediate

judgments about likeability, attitude or honesty. The vibes projected by other people, and the intuition possessed by the individual, are

almost always a result of the body language exhibited by the former, and unconsciously interpreted by the latter. This course will introduce

the learner to the subject of body language, and enable him or her to explain why we frequently have intuitive reactions towards others. It

will also enable them to identify why interpretive skills will improve their interpersonal communication. Understanding why they have intuitive

reactions towards others will result in staff and managers being more observant of, and sensitive to, the body language of others. This, in

turn, will prepare them to develop their skills in interpreting and using body language to increase the effectiveness of their interpersonal

communication.

Course Code: T4BCOS01 Duration: 1 hour

Course Content:

What is body language? Body language and intuition gestures and proxemics

An overview of posture, Practical aspects of body language

An Introduction to Listening


Recognise, and be committed to, the importance of listening skills as a critical factor in improving personal communication and

people management

Relate to the human communication process when considering why a communication has proved ineffective

Everyone likes to think they are a good listener. The fact is, however, that most people ‘hear’, but do not ‘listen’. By understanding what is

meant by ‘listening’ the learner will be motivated to develop their skills in this area in order to develop and improve their all-round

communication skills. Furthermore, an understanding of the human communication process will enable the learner to appreciate the part

listening plays in this process, and the consequences of ineffective listening. Effective listening is crucial to good communication, and good

communication is a critical element in the success of any organisation.


Course Content:

The difference between hearing and listening The human communication process The benefits of good listening to the individual, the manager

and the organisation

An Introduction to Meetings and Meeting Types

Meetings are an inescapable part of business life today; whether you attend them on a regular basis, or are responsible for calling and

running them, they are likely to figure highly in your everyday working life. But how often does a meeting fail to achieve anything concrete?

How often do you sit in a meeting thinking your time could be better spent? If you are like most people, the answer is probab ly ‘pretty often’.

It’s important, therefore, to make sure that meetings are held only when necessary, that their objectives are clear and that they are run

effectively. This course sets out to introduce you to the subject of meetings and the different types you may encounter or run.


Course Content:

The purpose of meetings Meeting structure

The benefits and disadvantages of using meetings The key roles of a chairperson

The key features of an effective meeting The key roles of a chairperson

An Introduction to Time Management

The tell-tale signs of poor time management are often apparent in the workplace; people feeling overloaded with work, working late or

missing deadlines – often lurching from one crisis to another. The outcomes of poor time management are potentially harmful for both the

individual and the organisation, since productivity suffers, stress takes a hold and morale crashes. When time is managed well, however,

people are exceptionally productive at work, stress levels drop and they can devote time to the interesting, high-reward projects that can

make a real difference to a career. The organisation also benefits from higher productivity and well-motivated employees. This course, one

of a series, enables the learner to understand the concept of time management, identify any issues they may have and take initial steps to

remedy problems.


2016 ver1.0


Course Code: T4BBUS02 Duration: 1 hour

Course Content:

Time management problems – the symptoms Combined discrimination

What is time management? Avoiding procrastination

To-do lists Avoiding task overload

Personal goals Taking breaks

Prioritising tasks Scheduling tasks Managing distractions

An Overview of Performance Appraisal

For many managers the ideas of conducting performance appraisal fills them with dread. This is unfortunate, as performance appraisal is a

crucial element of the overall performance management process and, as such, generates many benefits for the individual, the l ine manager

and the organisation. This course will enable the learner to approach performance appraisal more positively having gained an

understanding of the purpose, content and structure of the process. He or she will also buy into the importance of performance appraisal

having appreciated the many benefits that emerge from it. An Overview of Performance Appraisal’ forms an essential foundation for all

managers with line responsibility for performance appraisal, enabling them to derive maximum benefit from the other courses in the series.


Course Content:

What is Performance Appraisal? Key Elements of an Effective Performance Appraisal

Performance Appraisal - The Benefits to the Individual The Structure of a Performance Appraisal Discussion

Performance Appraisal - The Benefits to the Manager The Importance of Appraisal Skills Performance Appraisal - The Benefits to the Organisation

Attracting Candidates and Producing Job Advertisements

If you have completed the first two courses in the recruitment and selection series, you will now be armed with your job description and

person specification. Now you are ready to think about how you are going attract applicants for the job. This part of the recruitment stage

is where you spend time and resources attracting a suitable pool of candidates from which to make a selection. There are many ways of

attracting candidates, some of which can be costly, so it’s important to get it right first time. This course will look at how to attract the right

candidates and how to write a job advertisement.


Course Content:

The advantages of internal and external recruitment Job advertisements

Selecting an effective attraction method Managing applications Additional methods of attracting candidates

Becoming a Better Listener

Sometimes when you are listening to a conversation, do you find yourself thinking about the answer to the question that’s about to be

asked? Or, do you find yourself forming an opinion and interrupting before the speaker ha even had a chance to finish speaking? If this is

you, then you are not using good listening skills. Good listeners keep their ears open and their mouths shut. This course will give you the right

skills to listen correctly and therefore become a better communicator.


Course Content:

The concept of ‘whole-brain’ listening Listening self-discipline

Verbal and non-verbal attending behaviors Observational skills

Creating SMARTER Objectives

Having completed this course, the learner will be able to describe the benefits of effective objectives to the individual and his or her

employer. The learner will also be able to create SMARTER objectives and analyse existing objectives to confirm whether they meet the

necessary criteria. This course will help the learner to improve their job performance, develop their existing skills and knowledge and work

effectively towards career goals through the creation of practical and effective personal objectives. All organisations set themselves

objectives which drive them towards aspirational goals. Almost all, however, rely on their human resource to provide the skil ls, knowledge

and attitudes necessary to realise those goals and objectives. This means that it is essential all employees possess the ability to create

personal objectives that align with those of the organisation, result in personal development and are a source of satisfaction for all.



2016 ver1.0


Course Content:

The Role of Objectives Achievable

The Benefits of Objective setting Relevant

Getting started with Objective setting Time-Limited

Writing SMARTER Objectives Extending

Specific Rewarding

Measurable Analysing Objectives

Deciding the Priorities

Do you work hard? Do you consider yourself to be well organised and efficient, but despite your best efforts you never seem to actually

achieve your objectives? Well, it could be that you are working on the interesting but unimportant tasks, rather than the ones that can have

a real impact. To be effective, you need to prioritise: you need to decide what tasks are urgent and important, and focus on these. With

good prioritisation you can bring order to chaos, reduce stress and move towards achieving your goals.


Course Content:

The definition of ‘prioritising’ False prioritising and false urgency

Basic prioritisation Prioritisation tools

Delegation

The ability to delegate is one of the key competencies of an effective manager. In this course, we’ll clarify the definition of delegation, so

you’ll feel confident when describing it to the staff to whom you are delegating tasks. We’ll consider the benefits of delegation to you, the

delegate and your organisation. We’ll also look at how delegation fits in as part of the personal development process, and look at its link

with coaching.


Course Content:

Define the term ‘delegation’ Describe the key elements of successful delegation and how

to put them into practice

List and describe the benefits of delegation to the manager,

the delegate and the organisation

Look at opportunities for delegation

Explain the link between delegation and coaching Describe the steps necessary to successfully manage the

delegation process Describe the barriers to delegation and how to avoid them

Delivering Presentations

Being able to deliver an effective presentation is a crucial skill for many people since it can be a highly effective tool when there is a need

to inform, influence or persuade others. It can also be rewarding - to you as well as to the group to whom you are presenting - as there is an

enormous amount of satisfaction to be had in receiving positive feedback from an engaged and enthusiastic audience.


Course Content:

Presentation dos and don’ts Time restrictions

Personal communication Difficult audiences Resources

Display Screen Equipment and Workstation Safety

Many millions of people now spend all their working days sitting in front of display screens. This sedentary lifestyle, the repetitive physical

activity and factors associated with display screen use can cause both minor and major health problems if the risks are not addressed. Such

risks can often be reduced, or removed altogether, by good workplace design and safe working practices. This course will enable the

learner to take positive action in respect of their own health and safety by creating a safe seating position, adopting the correct posture

and operating workstation equipment appropriately.


Course Content:

The legal requirements Using display screens safely

Sitting safely whilst working with display screens Using the mouse and keyboard safely

Arranging the working environment Safe use of laptop computers


2016 ver1.0


Fire Prevention and Evacuation


idea about the common causes of fire, how to prevent them from starting and how to escape safely from the scene should a fire occur.

This course deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life

and death. Employers are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course

will ensure that employees have the necessary knowledge to play their part in cooperating with their employer in the implementation of fire

safety in the workplace.


Course Content:

Employer and employee responsibilities Fire doors




Fire, Safety and Evacuation


idea about the common causes of fire, how to deal with them and how to escape safely from the scene should a fire occur. This course

deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life and death.

Employers are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course will ensure

that employees have the necessary knowledge to play their part in cooperating with their employer in the implementation of fire safety in

the workplace.


Course Content:

Employer and employee responsibilities Correct use of fire extinguishers



Good housekeeping Dealing with fire casualties Fire doors

Introduction to Negotiation


Identify and marshal his or her personal communication and cognitive skills for use in the negotiation process

Prepare themselves effectively for the negotiation process

This course overviews the key skills of negotiation as well as the structure of the negotiation process itself. The part that attitudes play in

successful negotiation is also examined, enabling the learner to think about the appropriateness of their current attitudes. The importance

of correct personal behaviour, such as body language, is considered and the learner is provided with practical guidance in this area.

Achieving the learning outcomes of this course represents an excellent foundation for skill development which, when combined with the

other 2 courses in the series, will place the learner in a strong position to become a highly effective negotiator.

Negotiation is a difficult skill to master and, very often, managers believe they are able to negotiate successfully when this is not the case.

The result of this misapprehension is a mixture of lost opportunity and spoilt relationships. By ensuring that all those people who need to

negotiate are able to do so competently, the company will avoid these pitfalls.

Course Code: T4BCUS01 Duration: 1 hour

Course Content:

The key communication skills Negotiation behaviour

The three key elements of negotiation Preparing for successful negotiation

The win-win approach The key steps of the negotiation process

Job Analysis, Job Descriptions and Person Specifications

Job analysis, job descriptions and person specifications sound like three pretty dry subjects! But think about it – employing the wrong person

can be a costly and stressful business. Many disastrous recruitment decisions have resulted from getting just one key element of the

recruitment and selection process wrong.

Not getting anything wrong, of course, depends on robust processes and good skills. However, robust processes and good skills , in turn,

depend heavily on effective preparation - and this crucial preparation phase is detailed within three important documents:

The job analysis

The job description


2016 ver1.0


The person specification

This course will enable the learner to create valid and effective versions of all three documents and so ensure that recruitment and selection

activity is built on firm foundations.


Course Content:

How job analysis is used and why it is important The benefits of a person specification

Content of job analysis The key content of a person specification

Using job analysis to aid diversity and avoid discrimination Essential and desirable criteria

Why job descriptions are important Avoiding discrimination within a person specification The key elements of a job description


Stress is now recognised globally as a condition that can affect all categories of workers, in all types of jobs and living in all types of social

environments. It is also recognised as a major contributor to behavior change, psychological dysfunction and serious health problems. Stress,

therefore, can have a major impact both on people’s lives and the company bottom line. This course will enable managers and s taff to

handle stress and reduce the human and economic costs to the business.


Course Content:

Understanding stress The causes

The consequences Managing the causes

Recognising the symptoms Stress control techniques

Managing Disruptions and Keeping Focused

Most of us are distracted several times, if not dozens of times, every day. We get emails and phone calls; we are pulled into last-minute

meetings; we are asked for information and advice. And this all works in reverse, with us having to write a quick email, make a phone call,

or call an unexpected meeting. We also need to take breaks to give our brains, eyes and ears a rest. On top of all this we have non-work

interruptions and disruptions – the social interactions that are all part of life at work. Everyday interruptions can be a major barrier to

managing your time effectively and ultimately can be a barrier to your success. Learning how to minimise these distractions can

dramatically increase your productivity and effectiveness, as well as reduce your stress. This course will enable you to minimize distractions,

get into flow, produce high-quality work, and achieve much more during the day.


Course Content:

Interruption logging Dealing with uncontrollable interruptions

Reducing the disruptions Reducing the disrupting effects of the working environment

Operating an open-door policy properly Keeping focused at work

Managing Workplace Transport Health and Safety Risks

Every year, people are killed in accidents involving workplace transport, with such accidents also causing more than 1500 major injuries and

about 3500 less serious injuries each year. Accidents involving workplace transport also represent a major cost to businesses; the Health and

Safety Executive calculates that a relatively minor accident - for example one which results in a few days off work - is likely to cost an

employer thousands of dollars, while a major accident can cost tens of thousands of dollars. This course will help the learner to manage risks

in such a way that accidents involving workplace transport will be much less likely.


Course Content:

The legal risk assessment requirements relating to workplace

transport

The importance of ‘raising awareness’ of workplace

transport health

The concept of ‘organising for safety’ Eliminating or reducing the risks arising from transport hazards

Negotiation Strategies 1 – Strategy Basics

There are a number of strategies you can employ to help you reach the best outcome in negotiations. This course wil l show you how to

apply good negotiating strategies to your advantage. The course illustrates the importance of understanding your ‘tradeables’, asking the

right questions, making sure you are negotiating with the right person, and that they have the right level of knowledge and experience for

the deal. You will also be given guidelines on the cultural and gender differences that can apply to negotiations, as well as the importance

of timing and concessions.


2016 ver1.0



Course Content:

Applying negotiation strategies Telephone negotiations

Ethics in negotiation Negotiation and culture

Basic strategies Negotiation and gender

Applying strategies How to open the negotiation

Negotiation Strategies 2 – Psychological Strategies

There are a number of psychological strategies that are often employed in negotiations, so it’s important to recognise, deal and counter

them. You may not be aware that the basic human needs of security, economic well-being, belonging, recognition, and control over one’s

life are also at play in negotiation. Couching your proposals in terms of satisfying these and any other needs that the other party may have

will make it easy for them to say ‘Yes’. It’s important to keep the negotiation human and establish rapport as early as possible. You may be

surprised to learn that appearing dumb or appearing to have a weak position can sometimes be strength in negotiation, as does using

silence as a weapon. This course will teach you to use effective questioning to counter any unfair tactics used by the other party without

offending them, and how to respond to psychological warfare when it is used against you. You will also be shown how to deal with

negotiators using fake authority or fake reciprocity.


Course Content:

Fake authority and fake reciprocity Psychological warfare and how to respond to it

How to use silence as a weapon Deception strategies

The good guy/bad guy scenario How to create competition

The ‘bottom line’ The importance of establishing rapport How to deal with threats and intimidation

Ongoing Appraisal

Appraisal, however, should not be a once-a-year event. It should be the culmination of work carried out by both the manager and the

appraisee over the full appraisal period – usually 12 months. This course considers why appraisal should be a continuous cycle of activity

aimed at improving performance and achieving agreed objectives. It also enables the learner to understand the part ongoing appraisal

plays in organisational performance management.


Course Content:

The part ongoing appraisal plays in organisational

performance management

How ongoing appraisal works

The performance management process

Organising and Running Effective Meetings

In many of today’s organisations, much of the important work takes place in meetings. These meetings are organised and conducted for a

specific purpose, usually to deliver new knowledge or information, discuss issues or ideas, solve problems or reach decisions. The goal of

anyone calling a meeting, therefore, should be to make sure those attending have a clear understanding of why they are there, what they

can contribute and what the intended outcomes of the meeting are. All this whilst feeling included, motivated and respected. On the face

of it this is a tall order, but this course aims to show you how easy it can be, provided you know what steps to take and how to take them.


Course Content:

The key elements of an effective meeting Identifying meeting participants

Meeting objectives Preparing for a meeting

Planning an agenda Chairing a meeting

Planning and Scheduling

Time is a finite resource that cannot be stored or saved for later use - time poorly used cannot be retrieved. Everyone has exactly the same

amount of time each day, so how well it is used will figure highly in defining levels of job performance. For these reasons, the ability to

analyse how time is spent, identify poor use and then effectively plan and schedule time usage in the future is essential, especially for busy

people. This course will enable you to undertake all these key time management activities.


Course Content:

What we mean by planning and scheduling How to use a ‘to-do’ list


2016 ver1.0


The reasons for, and benefits of, keeping an activity log The key features of an effective scheduling tool

How to create an activity log How to schedule tasks and activities The purpose of a ‘to-do’ list

Preparing for Presentations

A successful presentation requires solid preparation to ensure that everything runs smoothly and you are able to get your message across in

an effective and dynamic manner. Remember the six P’s: ‘Prior preparation and planning prevent poor performance’. This course looks at

the preparation needed to make a presentation interesting, informative and successful.


Course Content:

Personal Preparation Structuring the Presentation

Content Preparation Presentation Resources

Preparing for the Appraisal

Henry Ford said, “Before everything else, getting ready is the secret of success” – and never was a truer word said about appraisal discussions!

Preparedness on the part of both the appraiser and the appraisee represents the difference between a poor discussion that is frustrating,

ineffective and a rich source of legal blunders and a discussion that creates understanding, constructive communication, motivation and

shared achievement. This course will enable the learner to understand the importance of being prepared for the appraisal discussion, and

how to carry out essential preparatory tasks.


Course Content:

Why Preparation is Important – The Appraiser Preparing Yourself – Performance Against Objectives

Why Preparation is Important – The Appraisee to the

Individual

Preparing Yourself – Training

Preparing the Appraisee Planning Your Appraisal Discussions

Self-Assessment The Appraisal Environment

Preventing Bullying in the Workplace

Bullying is responsible for 30% - 50% of all stress-related illness in the workplace and costs employers billions in lost revenue every year. A lack

of recognition and acceptance of workplace bullying results in costly damage to both individuals and organisations. One of the most widely

accepted ways of reducing the risk of bullying is to raise employee awareness and provide appropriate training on how to recognise and

address it. ‘Preventing Bullying in the Workplace’ can play an important part in your anti-bullying strategy by raising awareness and

understanding about what constitutes bullying behavior, what causes it and what can be done about it.


Course Content:

What is bullying? Taking action

Forms of bullying The results of bullying: individuals

Organisational factors The results of bullying: the organisation The legal position

Removing the Barriers to Listening

The failure to listen effectively comes about not because of any deliberate intention to do so, but because of certain factors that prevent

its achievement. These factors are termed ‘barriers to listening’, and may result from internal, human behaviours, or the external environment.

By understanding what these barriers are, and the effect they have on the ability to listen, the learner will be both able, and motivated, to

remove them. During this course, we’re going to be taking a look at the barriers to effective listening- the various factors that lead to a

breakdown of the reception and decoding stages of the human communication process.


Course Content:

List and describe the internal and external barriers to

effective listening

Identify the conditions and personal attitudes that legislate

against effective listening Explain the negative effects of such barriers to effective

listening


2016 ver1.0


Risk Assessment for Managers

Employers must carry out risk assessments in respect of all significant workplace hazards, and failure to comply with this legal requirement

can result in prosecution and heavy penalties. Such prosecutions rarely arise from any willful intention to break the law but rather through

an ignorance of the legal requirements, or a lack of understanding of how to carry out the assessments, how detailed they should be and

how they should be recorded. Having completed this course, the learner will feel competent and able to conduct risk assessments

effectively and to appropriate standards.


Course Content:

The importance of risk assessment Hazard removal

Hazard and risk Risk control

Identifying workplace hazards Recording the assessment

Identifying those at risk Ongoing risk review Evaluating levels of risk

Shortlisting Candidates and Selection Techniques

Making sure you select the correct candidate to fill your vacancy is a crucial part of the recruitment process. If your job advertisement has

been successful, you will have a large and unmanageable amount of candidates from which to choose. The next step in the recruitment

process is to get that large number down to a manageable size. This reduction process is called ‘shortlisting’, and it lays the ground for

subsequent selection techniques that aim to identify the best candidate for the job. This course will give you the skills required to shortlist

and select candidates.


Course Content:

Shortlisting Interviews

Assessment centres The offer

Psychometric testing Practical tests

Making the decision References

Silent Selling – Using Body Language in Sales

In sales the relationship between salesperson and buyer depends on the ability of both individuals to read the hidden messages behind the

verbal interactions. Observing, understanding and interpreting body language is essential for the successful salesperson as it enables him

or her to read buyer reactions and avoid giving off negative signals – signals that might ruin a relationship or damage your credibility. This

course will enable the learner to direct the sales negotiation in response to subconscious messages communicated by the buyer. It will also

help the learner to adjust their own body language to ensure they communicate messages and attitudes calculated to create positive and

successful sales.


Course Content:

Why body language is important in sales Truth and lies –what body language tells you

Body language during initial contact Reading the reaction to a sales pitch

Creating rapport Reading the reaction to the close

Silent Speech – Understanding Body Language

Having completed this course, the learner will be able to identify feelings and attitudes by interpreting key bodily postures, gestures and

how people use proxemics. This course looks in detail and the postures, gestures and proxemics that, when interpreted correctly, provide

an invaluable insight into how someone is feeling, regardless of what they may be saying at the time. This ability to interpret body language

will enable the learner to flex their approach to situations according to how the other person is feeling. They will also be prepared for a

reaction that might otherwise take them by surprise, and will be able to gauge how well an interaction is going. By controlling their own

body language, they will be able to, where necessary, avoid revealing their own feelings and attitudes. A staff member, or manager, who

is able to read, and use, the ‘silent speech’ of body language is likely to seen as empathetic and a good communicator by peers, staff and

his or her manager. Equally, he or she will be perceived as someone who ‘sees beyond the words’, as well as one who is able to uncover

unspoken dishonesty or deceit.


Course Content:

Posture, gestures and proxemics Honesty and dishonesty

The benefits of interpreting feelings and attitudes Interest and boredom

Open and closed attitudes Confidence or insecurity Agreement and conflict


2016 ver1.0


SMARTER Objectives for Managers

Having completed this course, the learner will be able to set and agree objectives that are effective, motivational and relevant to the

organisation. This course will help the learner to understand the role of objectives within the organisation, particularly the relevance of

managing by objectives. The course also looks in detail at what is meant by SMARTER objectives, why each of the criteria is important and

how to create objectives that meet them. All successful organisations set goals and objectives and, in most cases, achievement of these

will rely on the performance of the people within that organisation. Managers who are able to set and agree SMARTER objectives will ensure

that their people are engaged in activities that are developmental and relevant to the achievement of organisational goals.


Course Content:

The Role of Objectives Barriers to Objective Setting

Management by Objectives Creating SMARTER Objectives Types of Objective

The Appraisal Discussion

Conducting an appraisal discussion can be a daunting experience as most managers want to avoid doing anything that will upset or de-

motivate their team members, but at the same time don’t want to mislead them with an overly “rosy” view that ignores needed areas of

improvement. The solution is to approach appraisal discussions in an organised manner, with a firm grasp of the techniques and skills that

are likely to make it a positive experience for both the appraiser and the appraisee. This course will equip manager/appraisers with the

knowledge necessary to enable them to practice these techniques and skills. It will also provide a clear structure for appraisal discussions

and enable the learner to understand the key characteristics of each stage of the discussion.


Course Content:

The Structure of the Appraisal Discussion Starting the Appraisal Discussion

Agreeing Smarter Objectives Rating and Assessment

Creating a Discussion – Asking Questions Reviewing Objectives

Closing the Appraisal Discussion Getting into Feedback

Creating a Discussion – Listening Giving Feedback After the Appraisal

The Importance of Setting Goals in Time Management

Do you ever feel like you’re adrift in the world - working hard every day but getting nowhere? Do you seem to run out of time but wonder

what you have actually done? If this sounds familiar it may be because you haven’t really thought about what you should be doing, where

you should be going and how long it should take. To help you manage your time more effectively, surely it makes sense to have a good

idea of what you should be doing and how long it should be taking? This course is designed to enable you to understand the importance

of setting goals in time management.


Course Content:

Why you should set goals How to use SMARTER goals

How to set goals Common goal-setting mistakes

How to stay on course What to do when you achieve your goals

The Recruitment Process: An Overview

Effective recruitment means having the right person in the right place at the right time. It sounds easy doesn't it? But recruiting the right

person takes effort and, in the long run, is crucial to organisational performance. This is because good employees get the job done, require

light-touch management and are committed to the success of the organisation. Poor recruitment can cause untold problems and serious

inefficiencies, thanks to the vast amount of management time spent in problem solving, retraining and disciplinary activity. Recruitment

skills, therefore, are critical - not just for HR teams but also for line managers who are increasingly involved in the selection process. This

course introduces the Recruitment and Selection series with an overview of the recruitment process.


Course Content:

Reasons for recruitment Attraction

The four stages of the recruitment process Selection

The recruitment process: Appointment Role definition


2016 ver1.0


The Role of the Coach

For an organisation to operate successfully, it is essential that its employees, particularly those in key positions, are able to ‘think outside the

box’, make decisions and operate independently. Effective coaching encourages those being coached to adopt a mind-set towards their

own development that fosters these qualities and positive behaviors. A ‘coaching culture’, therefore, creates a workforce that is well able

to support the demanding needs of a modern, constantly changing and non-bureaucratic organisation. We’ll also look at how delegation

fits in as part of the personal development process, and look at its link with coaching.


Course Content:

What does a coach do? Desired coaching outcomes

Key coaching behaviors Deciding the coaching goals The benefits of coaching

Understanding and Handling Meeting Behaviors

The success of a meeting depends to a large extent on the attitude and behavior of the people attending it. Meetings in which the

participants display a positive, supportive and constructive approach are far more likely to achieve their objectives than those whose

participants are negative and unhelpful. Equally, meetings can become difficult if one or more of those attending simply displays unhelpful

personality traits such as dominancy, talkativeness or severe introversion. It is important, therefore, for anyone running a meeting to quickly

identify attitudes, behaviors or personality traits that are likely to act as a bar to its success, and then to take appropriate action designed

to remove or reduce their impact on the meeting. The course will enable the learner to make such identifications and take any appropriate

remedial steps.


Course Content:

Why dealing with the problem is important Some typical negative meeting behaviors and how to deal

with them:

Positive and negative conflict

Unproductive Questions

Do you sometimes confuse people with the questions you ask, and end up getting a rather confused or inaccurate answer? Do you

sometimes make people feel uncomfortable about answering your questions? If this is the case, then you are probably asking unproductive

questions. This course will help you avoid the types of question that are not helpful to your personal verbal communications. It will also help

you recognize and deal with such questions when asked by others.


Course Content:

The definition of ‘unproductive questions’ The four forms of unproductive questions

Using Body Language in the Workplace

Having completed this course, the learner will be able to assess the degree to which he or she is currently able to use body language to

improve their performance in interviews, meetings and presentations. The structure and methodology of this course is different to that of

others in the series. The course is intended as both a guide to using body language in the workplace, and a self-assessment to see how well

the learner has absorbed the learning contained in the two other courses, T4BCOS01, ‘A Background to Body Language’, and T4BCOS02,

‘Silent Speech – Understanding Body Language’. This means that the learner will have a clear idea of the degree to which they are currently

able to interpret and use body language. This assessment course will enable the learner’s manager to evaluate the degree to which

effective practical application of body language skills is likely to take place.


Course Content:

The course is a running assessment exercise that places the

learner in the shoes of a manager conducting a

performance review to take place

The assessment requires the learner to interpret the

interviewee’s body language and take appropriate action,

as well as indicate the body language they feel appropriate

for the interviewer


2016 ver1.0


Using Open and Closed Questions

Have you ever felt that when you ask a question you never seem to get the answer you were looking for? Well, it’s quite possible that you

weren’t asking the right type of question. In this course we are going to look at open and closed questions. Knowing how to ask open

questions is absolutely vital, as they are the keys that unlock the information treasure chest! Many people believe that closed questions

have no place in the communication skills set; this, however, is incorrect, as closed questions do have an important function. They are

generally used when the questioner requires a commitment - either positive or negative - from the other person. This course will help you

select the right type of question for the situation you need to resolve.


Course Content:

The definition of open questions The definition of closed questions

Types of open questions The purpose of closed questions

Using Probing Questions

If you have taken the other courses in the questioning series, you will know that knowledge is power, and using the right kind of questions

can help you gain that knowledge. But what happens when the questions you are asking just doesn't get you the depth of information you

are looking for? Well, maybe you should try using ‘probing questions’. Sometimes it’s as simple as asking your respondent for an example,

to help you understand a statement they have made. At other times, you might need additional information for clarification. This course will

help you use probing questions to gain more information.


Course Content:

How to use probing questions Hypothetical

The five forms of probing questions: Extension

Simple Summary Comparative

Why are Questions Important?

Do you often wonder what is going on around you? Does it seem like everyone else knows what’s going on except you? In business, as in

many other walks of life, knowledge is power. In other words, if you know about something, you are able to influence it, change it or take

other appropriate action. If you don’t know about it, you can’t have any input to its results or outcomes. Always remember that effective

people value knowledge as a means of enabling him or her to perform their job better, get the results they want and stay ahead of the

game. One way to gain knowledge is to ask effective questions. This course will give you the necessary skills to ask the right questions to gain

the information you need.


Course Content:

Why questions are important Seek opinions

The use of questioning to: Control situations Gather information


2016 ver1.0

Mentor Videos: Titles

Wouldn’t it be great to have a wealth of just-in-time business wisdom in the palm of your hand?

Our Mentor4Managers video series provides a wealth of wisdom across a wide range of workplace and soft skills. These short, engaging

videos bring just-in-time learning to life through real life anecdotes, experiences and personal insights delivered in less than 15 minutes per

video.

Platform independent M4M videos will play on all popular devices including iPhone, iPad, Android, PC and Mac - so managers at all levels

can tap into instant help and advice at the touch of a button, 24/7.

The table below lists the course title and course code of each video:

Course Title Course Code

Becoming the Boss M4MV002

Creating Accountability in Teams M4MV003

Dealing with Poor Performance M4MV004

Dealing with Racial Harassment M4MV40

Different Strokes for Different Folks M4MV005

Do I Delegate Effectively M4MV006

Encouraging Creativity in Teams M4MV007

Fear of Making Mistakes M4MV008

Getting Heard at Meetings M4MV009

Getting the Results You Want Out of Meetings M4MV010

How Do I Ask Open Questions? M4MV011

How Do I Become a Better Listener? M4MV012

How Do I Become More Talkative at Meetings? M4MV013

How Do I Build Trust? M4MV014

How Do I Close the Conversation? M4MV015

How Do I Create a Meeting Agenda? M4MV016

How Do I Deal with Difficult People? M4MV017

How Do I Deal with Interruptions? M4MV018

How Do I Deal with Mobile Phone Use at Work? M4MV019

How Do I Decide to Whom I Should Delegate M4MV020

How Do I Decide What Tasks to Delegate M4MV021

How Do I Describe To Do List Tasks So They Work for Me? M4MV022

How Do I Explain the Consequences of Bad Behavior? M4MV023

How Do I Get My Team on My Side? M4MV024

How Do I Give a Verbal Warning? M4MV025

How Do I Highlight the Impact of Poor Behavior? M4MV026

How Do I identify Good and Bad Conflict in My Team? M4MV027

How Do I manage My E-Mail In-Box? M4MV028

How Do I Manage My Email? M4MV029

How Do I Maximize the Chances of Achieving Team Goals M4MV030

How Do I Motivate My Whole Team M4MV031

How Do I Network Successfully M4MV032

How Do I Present a Problem to My Boss? M4MV033

How Do I Prevent Conflict in My Team? M4MV034

How Do I Schedule Meetings Effectively? M4MV035

How Do I Specify the Changes in Behavior? M4MV036

How Do I Specify the Problem? M4MV037

How Do I Start the Conversation? M4MV038

How Do I Use Flexibility When Managing Young People? M4MV039

How Do I Use Questions to Control Situations? M4MV040

How Do I Write Objectives? M4MV041

How to Control a Meeting by Being Assertive M4MV042

How to Control a Meeting by Setting Ground Rules M4MV043

How to Deal with Being Ignored? M4MV044

How to Get Noticed? M4MV045

Learn to Let Go M4MV046

Making Your To Do List Work For You M4MV047


2016 ver1.0

Mentor Videos: Titles

Course Title Course Code

Managing Friends M4MV048

Managing Young People - What's Different? M4MV049

Office Politics - How to Play Them M4MV050

One of the Girls - A Good Idea? M4MV051

Play Chess Not Draughts (Checkers) M4MV052

Prioritising Projects M4MV053

Resolving Conflict in Teams M4MV054

Running Effective Meetings M4MV055

Should I Worry About Conflict in my Team? M4MV056

Some People Are Too Good to Lose M4MV057

Success Breeds Success M4MV058

Tell us About Yourself M4MV059

The Bullied Manager M4MV060

The Importance of Humor M4MV061

What Can You Bring to This Job? M4MV062

What is a Job Interview? M4MV063

What Should You Take to a Job Interview? M4MV064

When Do I Use My Authority to Resolve Conflict? M4MV065

Why Bother with Objectives M4MV066

Why People Become Difficult and What to do About It M4MV067


2016 ver1.0

Sales: Course Overviews

Customer Needs and Desires

Customers have different needs and varying levels of ability to express their needs. In this course, you'll learn how to apply a tailored

approach to better meet the specific needs and desires of your customers by learning about categorizing customer needs, six s igma, and

root cause analysis.

Course Code: SAL700 Duration: 2 hours

Course Content:

Identifying customer needs Six Sigma – DMADV

Categorizing customer needs Root cause analysis/5 whys Six Sigma – DMAIC

Market Segmentation and Target Marketing

Marketing segmentation and target marketing are two key components of a sales strategy. To successfully sell products, you need to know

what group of people or geographical area you’re targeting. In this course, you’ll learn about market segmentation, target marketing, and

the importance of applying both in sales strategy development.

Course Code: SAL703 Duration: 1 hour

Course Content:

Who are your customers Target marketing Market segmentation

Marketing and Sales Objectives

Why are you selling what you’re selling? What are your goals? In this course, you’ll learn more about the importance of setting marketing

and sales objectives so that you know where you're trying to get to and know when you’re there.


Course Content:

Understanding marketing objectives Sales objectives Developing marketing objectives

Profit Margins and Sales Targets

Knowing profit margins will help companies predict your sales success in different economic environments. Setting sales targets, or goals, is

a useful performance measurement for agents in a sales role. In this course, you’ll learn how to calculate profit margins and the importance

of setting and meeting sales targets.


Course Content:

Profit margins Meeting sales targets Setting sales targets

Resolving Sales Objections

A natural first response when a person is propositioned to purchase an item or a service is to decline the offer. In a sales role, this objection

should be expected. However, there are strategies that can be implemented to help customers move past their initial objections. In this

course, you'll learn specific techniques and strategies to successfully deal with the sales objection and move towards successfully securing

the sale.


Course Content:

Common sales objections Ineffective resolution methods

Resolving sales objections Specific methods for overcoming sales Overcoming sales objections


2016 ver1.0

Sales: Course Overviews

Selling and Closing Techniques

Once you are comfortable with closing a sale, you can add to your skill set by learning and incorporating the techniques of up-selling and

cross-selling; two advanced sales techniques that you will learn in this course. Also in this course, you'll learn advanced strategies for the

close of a sale.


Course Content:

Up-selling and cross-selling Closing a sale

Up-selling techniques Closing techniques

AIDA Common closing mistakes

The Sales Verification Process

In this course, you’ll learn about the sales verification process and the common use of the third party sales verification process in a call or

contact center environment. This includes elements like proper documentation, the importance of sales verification, determining whether

a purchase should be verified, and the advantages of an IVR system.


Course Content:

Sales verification process Interactive voice response Third party verification


2016 ver1.0

Software: Course Overviews

Microsoft Excel 2010 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft Excel.

Course Code: T4BMEB

The section headings of this course are:

Introduction to Excel

Screen Components

Navigating Workbooks

Creating Workbooks

Move and Copy Data

Open and Save Workbooks

Formulas and Functions

Working with Ranges

Formatting Data

Proofing Tools

Page Breaks and Previewing

Page Setup Options

Printing

Microsoft Excel 2010 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Excel.

Course Code:


Relative and Absolute References

Using Functions

Formatting Menu Options

Additional Formatting Features

3D Workbooks

Splitting, Freezing and Hiding

Worksheet Design

Creating Charts

Formatting Charts

Creating a Web Page

Worksheets and Email

Microsoft Excel 2013 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft Excel 2013.

Course Code: T4BMEB2013


Creating Workbooks

Formatting Data

Formulas and Functions

Introducing Excel

Move and Copy Data

Navigating Workbooks

Open and Save Workbooks

Page Breaks and Previewing

Page Setup Options

Printing

Proofing Tools

Screen Components

Working with Ranges

Microsoft Excel 2013 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Excel 2013.

Course Code: T4BMEI2013


3D Workbooks

Additional Formatting Features

Creating a Web Page

Creating Charts

Formatting Charts

Formatting Menu Options

Relative and Absolute References

Splitting Freezing and Hiding

Using Functions

Worksheet Design

Worksheets and Email

Microsoft Outlook 2010 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft Outlook

Course Code: T4BMOB


Introducing Outlook

Screen Components

Outlook Folders

Printing

Messages: Sending and Receiving Mail

Messages: Working with Existing Messages

Messages: Handling Tools

Address Books

Calendar: Entering Appointments

Contacts: Adding

Contacts: The Contact List

Tasks: Creating

Tasks: Existing


2016 ver1.0


Microsoft Outlook 2010 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Outlook.

Course Code: T4BMOI


Mail: Signatures

Stationary and Templates

Outlook Views

Finding Items

Folders: Working with

Folders: Archiving

Viewing and Arranging Items

Planning Meetings

Calendar: Adding Events

Calendars: Multiple

Delegating and Auto Create

Contact Tools

Custom Tools

The Journal

Working with Notes

Microsoft Outlook 2013 - Beginner

This course covers a number of topics; all geared to users who are wanting to learn how to use Microsoft Outlook 2013.

Course Code: T4BMOB2013


Adding Contacts

Address Books

Creating and Sending Messages

Creating Tasks

Entering Appointments

Existing Tasks

Folders

Introducing Outlook

Message Handling Tools

Outlook Screen Components

Printing

The Contact List

Working with Existing Messages

Microsoft Outlook 2013 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Outlook.

Course Code: T4BMOI2013


Adding Events

Archiving Folders

Contact Tools

Custom Tools

Delegating and Auto Create

Finding Items

Multiple Calendars

Outlook Views

Planning Meetings

Signatures

Stationery and Templates

The Journal

Viewing and Arranging Items

Working with Folders

Working with Notes

Microsoft PowerPoint 2010 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft PowerPoint 2010.

Course Code: T4BMPB


Introducing PowerPoint

Screen Components

View Buttons

Files: Opening, Saving and Closing

Presentations: Creating

Presentations: Editing

View: Slide

View: Outline

Slides: Arranging

Slides: Layout

Microsoft PowerPoint 2010 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft PowerPoint.

Course Code: T4BMPI


Templates

Drawing Tools

Speaker Notes and Handouts

Creating Charts


2016 ver1.0


Animations

Media Tools

Headers and Footers

Tables

Working with Slide Shows

Proofing and Printing

Microsoft PowerPoint 2013 - Beginner

This course covers a number of topics, all geared to users who are wanting to learn how to use Microsoft PowerPoint 2013.

Course Code: T4BMPB2013


Arranging Slide

Creating Presentations

Editing Presentations

Opening Saving Closing

Outline View

Screen Components

Slide Layout

Slide View

View Buttons

Microsoft PowerPoint 2013 – Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft PowerPoint.

Course Code: T4BMPI2013


Animations

Creating Charts

Drawing Tools

Headers and Footers

Media Tools

Proofing and Printing

Speaker Notes and Handouts

Tables

Templates

Working with Slide Shows

Microsoft Word 2010 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft Word 2010.

Course Code: T4BMWB


Introducing Word

Screen Components

Navigation Tools

Creating Documents

Opening, Saving and Closing

Task Panes

Moving and Copying Text

Basic Text Formatting

Formatting Paragraphs

Page Layout

Graphics

Microsoft Word 2010 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Word.

Course Code: T4BMWI


Automated Formatting

Formatting with Tabs

Working with Column

Advanced Formatting

Templates

Working with Styles

Outlining Documents

Macros

Borders and WordArt

Drawing Tools

Watermarks

Proofing Tools

AutoCorrect

Printing Documents

Envelopes and Labels

Smart Art

Microsoft Word 2013 - Beginner

This course covers a number of topics, all geared to beginners who are learning Microsoft Word 2013.

Course Code: T4BMWB2013


Basic Text Formatting

Creating Documents

Formatting Paragraphs

Navigation Tools

Opening Saving and Closing

Page Layout


2016 ver1.0


Graphics

Introducing Word

Moving and Copying Text

Screen Components

Task Panes

Microsoft Word 2013 - Intermediate

This course covers a number of topics, all geared to intermediate users who are learning Microsoft Word.

Course Code: T4BMWI2013


Autocorrect

Automated Formatting

Borders and Word Art

Drawing Tools

Envelopes and Labels

Formatting with Tabs

Macros

Outlining Documents

Printing Documents

Proofing Tools

Smart Art

Templates

Watermarks

Working with Columns

Working with Styles


2016 ver1.0

About Orion Learning

About Us

Orion Learning prides itself as one of the leaders in the training and development industry. We offer content-training solutions delivering

global courseware created by Orion and by our network of training organizations which cover both online and in-class training solutions.

We bring more than 25 years of business and learning and development experience to our library of courses and programs.

We have developed world class learning and development content which makes our products completely unique in the world. We have

created learning solutions which offer the user applicable rich content, interactivity, action-based scenarios, solid assessments all wrapped

in an easy to use learning management system (LMS). For organizations who have their own LMS, we are able to provide links to our content

to be delivered in another LMS.

For years, the traditional classroom has been the only practical option for workplace training. Unfortunately, scheduling and completing

these training sessions has become more difficult, as the pace of business increases, staffing becomes less centralized, and individuals seek

training options that can be tailored to their specific professional needs. Our content-rich online courseware, allows us to provide our

customers with the best service options. Our dynamic and interactive courseware allows learners to go at their own pace, on their own

time, anywhere they choose. Our courses are designed by qualified educators and multimedia experts, well versed in the latest

developments in business and technology. All of our courses are designed based on the best practices in adult elearning and have highly

interactive components, provide learners with various learning options, and are designed to be very user-friendly.

Canada Job Grant Program

Do you have training budget issues? Worried about the cost of delivering training? If you are a Canadian employer and need money for

training, call us to discuss the Canada Job Grant program. This federally funded training expense reimbursement program can increase your

training budget by 66.7% or more! Orion Learning is an eligible training provider and all of our courses and programs are eligible for skills

upgrading and/or skills retraining. Call Us Today! 1-855-686-2002 Ext. 100 or send an email to [email protected].

Learning Partners

Contact Us

Web: www.orionelearning.com

Email: [email protected]

Phone: 1-855-686-2002 Ext. 100


http://www.orionelearning.com/


Date post:	08-Jul-2020
Category:	Documents
Upload:	others
View:	0 times
Download:	0 times