Everyday Efficiency and Productivity for Public Employees
In this course, you’ll learn the keys to provide you with the keys to effectively manage your time and to boost your productivity.
Facilitating and Developing the Sales Team
Has your team lost focus and become demotivated? Do they lack the support to do their jobs properly? Do you struggle to retain good salespeople? In this course, you will learn how to keep your team focused and motivated by facilitating the resources they need and developing their skills and career opportunities.
The Front Line: Managing Difficult Cases
Complaining customers, irritated customers, careless customers, aggressive customers, suspicious customers… In this course, you will see how to manage difficult cases, complaints, and disputes in a way that turns them into opportunities for improvement.
The Front Line: Welcoming Customers
Customers can be demanding, touchy, insatiable, and disloyal. But they are the reason we are here. So let us welcome them with a smile to start a positive and trusting relationship! In this course, you will find a few essential guidelines on how to welcome customers and make them feel comfortable.
The Ingredients of Communication
Have you ever communicated the same message to different people and seen completely different reactions? Or communicated something via an inappropriate channel? Or seen that your communication was not effective because of the wrong context or not having enough time available? In this course, you will learn to recognise the components of the communication process, […]
The Ishikawa Diagram
Something bad happened. The search for the guilty party has started, as well as those who excuse themselves by blaming others. But no one solves the problem. Do you want things to go differently? Forget the culprits and seek the causes that led to the critical situation. In this course, you will learn to find […]
The Kano Quality Model
Receiving something you do not expect that goes a bit beyond your expectations is exciting, right? Even your product or service must have something more if compared with others, not just what the customer expects and asks you for. In this course, you will learn a method to give you best chance of customer satisfaction […]
The Life Cycle of a Project
Do you have difficulty focusing on the main objectives of a project? Do you wonder how to correctly assess the resources needed to carry it out? Can you identify best practices and mistakes not to repeat? In this course, we will provide you with the tools to plan and implement a project effectively.
The Meeting with the Manager
When you have a meeting with your boss, you feel uncomfortable, like you’re under the microscope? Are you afraid to express your opinion? Do you think that you’ll never be understood? That you will never see eye to eye? This course offers you some helpful advice for turning a meeting with the boss into a […]
The Pareto Chart
Do you struggle to choose between many different alternatives, and not know which to focus on? A good idea would be to focus only on the most important ones! In this course, you will learn to make decisions based on the assessment of priorities, rather than on your feelings and preferences.