{"title":"Workplace Essentials","description":"\u003cp\u003e\u003cstrong\u003e\u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; Workplace Essentials\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eBuild the core skills that support effective performance in the modern workplace. This collection brings together practical training in communication, teamwork, professionalism, workplace conduct and other essential capabilities used across many roles and industries.\u003c\/p\u003e\u003cp\u003eThese courses are designed for employees, managers and organisations seeking flexible CPD that can be applied immediately at work.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eStart here:\u003c\/strong\u003e identify the workplace skill that matters most to your current responsibilities, then broaden your development across the wider collection.\u003c\/p\u003e\u003cp\u003e\u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eExplore the eBSI SME Academy\u003c\/a\u003e for career, HR, leadership and administrative-skills pathways.\u003c\/p\u003e\u003ch2\u003eDeveloping practical capability in Workplace Essentials\u003c\/h2\u003e\u003cp\u003eEvery organisation depends on a set of core behaviours and skills that are not limited to a particular department. Communication, teamwork, professionalism, workplace conduct and basic organisational effectiveness influence productivity, customer experience and the quality of day-to-day working relationships.\u003c\/p\u003e\u003cp\u003eThis collection brings those transferable capabilities together in one practical learning area. It is suitable for induction, refresher training and continuing professional development across a wide range of roles. SMEs can use the courses to address specific capability gaps or provide broader development for employees who need to work effectively across several responsibilities.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eRelated learning:\u003c\/strong\u003e \u003ca href=\"\/collections\/administrative-skills\"\u003eAdministrative Skills\u003c\/a\u003e  |  \u003ca href=\"\/collections\/personal-development\"\u003ePersonal Development\u003c\/a\u003e  |  \u003ca href=\"\/collections\/career-development\"\u003eCareer Development\u003c\/a\u003e\u003c\/p\u003e\u003ch2\u003eHow to use this collection\u003c\/h2\u003e\u003cp\u003eSMEs can use this collection for individual CPD, induction, refresher training or role-based development. Learners can start with the capability most relevant to their present responsibilities and then move into complementary areas as their role expands. Because smaller organisations often require employees to work across several functions, combining specialist courses with related workplace, management and professional-development topics can produce a more balanced skills profile and help staff apply learning more effectively in everyday business situations.\u003c\/p\u003e","products":[{"product_id":"networking-outside-the-company","title":"Networking Outside the Company","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Networking Outside the Company.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eNetworking – according to Merriam Webster is “the exchange of information or services among individuals, groups, or institutions; specifically: the cultivation of productive relationships for employment or business”. These and other events can become more easily managed with this great course.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Networking Outside the Company.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eNetworking – according to Merriam Webster is “the exchange of information or services among individuals, groups, or institutions; specifically: the cultivation of productive relationships for employment or business”. These and other events can become more easily managed with this great course.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eWith our Networking (Outside the Company) course, participants will begin to see how important it is to develop a core set of networking skills. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their networking strategy.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003csection\u003e\u003cmain\u003e\n\u003cdiv class=\"ng-scope\" ng-if=\"!!course.objectives\"\u003e\n\u003cdiv class=\"ck-editor-content ng-binding\" bind-html-compile=\"course.objectives\" trust=\"\"\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: The Benefits of Networking Outside of Work\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreate a Solid Network\u003c\/li\u003e\n\u003cli\u003eMeet Strategic Alliance Partners\u003c\/li\u003e\n\u003cli\u003eGenerate Leads\u003c\/li\u003e\n\u003cli\u003ePosition Yourself\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Networking Obstacles\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTime Constraints\u003c\/li\u003e\n\u003cli\u003eSaying the Wrong Thing\u003c\/li\u003e\n\u003cli\u003eWhere to go to Network\u003c\/li\u003e\n\u003cli\u003eFear of Rejection\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Networking Principles\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDevelop Contacts\u003c\/li\u003e\n\u003cli\u003eOrganize Your Contacts\u003c\/li\u003e\n\u003cli\u003eFollow-Up\u003c\/li\u003e\n\u003cli\u003eMaintain Relationships\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Why Network?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGain Trust\u003c\/li\u003e\n\u003cli\u003eBe visible\u003c\/li\u003e\n\u003cli\u003eBe an insider\u003c\/li\u003e\n\u003cli\u003eGain Advantage\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: How to Build Networks\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePhysical Networking Groups\u003c\/li\u003e\n\u003cli\u003eAttend Networking Events\u003c\/li\u003e\n\u003cli\u003eSocial Networking Sites\u003c\/li\u003e\n\u003cli\u003eCreate Networking Referral List\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Online Networking Tools\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSocial Networks\u003c\/li\u003e\n\u003cli\u003eBlogs\u003c\/li\u003e\n\u003cli\u003eChat Rooms\u003c\/li\u003e\n\u003cli\u003eEmail\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Develop Interpersonal Relationships\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Specific\u003c\/li\u003e\n\u003cli\u003eKeep your Word\u003c\/li\u003e\n\u003cli\u003eMaintain Boundaries\u003c\/li\u003e\n\u003cli\u003eInvest Time\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Common Networking Mistakes\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTaking Before Giving\u003c\/li\u003e\n\u003cli\u003eAssumptions\u003c\/li\u003e\n\u003cli\u003eReaching too High\u003c\/li\u003e\n\u003cli\u003eAssuming Tools Create Connections\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Time Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePrioritize Contacts\u003c\/li\u003e\n\u003cli\u003eCreate Group Activities\u003c\/li\u003e\n\u003cli\u003eConnect Online\u003c\/li\u003e\n\u003cli\u003eSchedule Your Network Activities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Manage Personal and Professional Network\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Responsive\u003c\/li\u003e\n\u003cli\u003eGive Back\u003c\/li\u003e\n\u003cli\u003eSeparate Personal and Business Activities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/main\u003e\u003c\/section\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Networking Outside the Company\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14352260923455,"sku":"SSLU079","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260619227484,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260619260252,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU79-Networking-Outside-the-Company-Part-1-1-a.png?v=1590011953"},{"product_id":"teamwork-and-team-building","title":"Teamwork And Team Building","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Teamwork And Team Building.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eFor most of us, teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Teamwork And Team Building.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for managers, supervisors, team leaders, SME owners and professionals preparing for greater leadership responsibility.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eFor most of us, teamwork is a part of everyday life. Whether it's at home, in the community, or at work, we are often expected to be a functional part of a performing team. Having a strong team will benefit any organization and will lead to more successes than not.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThe Teamwork And Team Building course will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. Participants will be given the details and concepts of what makes up a team, and what factors into being a successful team and team member.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Defining Success\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is a Team?\u003c\/li\u003e\n\u003cli\u003eAn Overview of Tuckman and Jensen’s Four-Phase Model\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Types of Teams\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Traditional Team\u003c\/li\u003e\n\u003cli\u003eSelf-Directed Teams\u003c\/li\u003e\n\u003cli\u003eE-Teams\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: The First Stage of Team Development - Forming\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eHallmarks of This Stage\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Leader\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Follower\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: The Second Stage of Team Development - Storming\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Hallmarks of This Stage\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Leader\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Follower\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: The Third Stage of Team Development - Norming\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Hallmarks of This Stage\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Leader\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Follower\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: The Fourth Stage of Team Development - Performing\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eHallmarks of this Stage\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Leader\u003c\/li\u003e\n\u003cli\u003eWhat To Do As A Follower\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Team Building Activities\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Benefits and Disadvantages\u003c\/li\u003e\n\u003cli\u003eTeam-Building Activities That Won’t Make People Cringe\u003c\/li\u003e\n\u003cli\u003eChoosing a Location for Team-Building\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Making the Most of Team Meetings\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSetting the Time and the Place\u003c\/li\u003e\n\u003cli\u003eTrying the 50-Minute Meeting\u003c\/li\u003e\n\u003cli\u003eUsing Celebrations of All Sizes\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Solving Problems as a Team\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Six Thinking Hats\u003c\/li\u003e\n\u003cli\u003eEncouraging Brainstorming\u003c\/li\u003e\n\u003cli\u003eBuilding Consensus\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Encouraging Teamwork\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSome Things to Do\u003c\/li\u003e\n\u003cli\u003eSome Things to Avoid\u003c\/li\u003e\n\u003cli\u003eSome Things to Consider\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Teamwork And Team Building\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14359722983487,"sku":"SSLU104","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260629549404,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260629582172,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU104_Teamwork_And_Team_Building_1.png?v=1590012069"},{"product_id":"networking-within-the-company","title":"Networking Within the Company","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Networking Within the Company.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eNetworking is one of the most basic and essential skills employees should develop. Having great networking skills within an organization is sometimes overlooked. Having a viable networking and communication skill set will benefit any organization and will lead to increased productivity and performance.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Networking Within the Company.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eNetworking is one of the most basic and essential skills employees should develop. Having great networking skills within an organization is sometimes overlooked. Having a viable networking and communication skill set will benefit any organization and will lead to increased productivity and performance.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eNetworking Within the Company is about creating and maintaining better relationships. Participants will develop skills to avoid obstacles, increase communication, and build relationships that last over time. Employees who understand and embrace the aspects of networking in the workplace will grow your business and create a more engaging environment.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: The Benefits of Networking at Work\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGain Connections\u003c\/li\u003e\n\u003cli\u003eShare Knowledge\u003c\/li\u003e\n\u003cli\u003eIncrease Opportunity\u003c\/li\u003e\n\u003cli\u003eImprove Image\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Networking Obstacles\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eConfusion about the Definition of Networking\u003c\/li\u003e\n\u003cli\u003ePersonality Traits\u003c\/li\u003e\n\u003cli\u003eCultural Barriers\u003c\/li\u003e\n\u003cli\u003ePersonal Pride\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Networking Principles\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eRelationships\u003c\/li\u003e\n\u003cli\u003eListen\u003c\/li\u003e\n\u003cli\u003eOffer Value\u003c\/li\u003e\n\u003cli\u003eBuild Trust\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: How to Build Networks\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eMeet New People\u003c\/li\u003e\n\u003cli\u003eBe Polite\u003c\/li\u003e\n\u003cli\u003eFollow up\u003c\/li\u003e\n\u003cli\u003eAllow Relationships to Develop Naturally\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Recognize Networking Opportunities\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFormal Networking\u003c\/li\u003e\n\u003cli\u003eInformal Networking\u003c\/li\u003e\n\u003cli\u003eWorkday Opportunities\u003c\/li\u003e\n\u003cli\u003eAlways Be Ready to Network\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Common Networking Mistakes\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eNot Meeting New People\u003c\/li\u003e\n\u003cli\u003eNot Following Through\u003c\/li\u003e\n\u003cli\u003eHigh Expectations\u003c\/li\u003e\n\u003cli\u003eBeing Unprofessional\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Develop Interpersonal Relationships\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Genuine\u003c\/li\u003e\n\u003cli\u003eDialogue\u003c\/li\u003e\n\u003cli\u003eMaintain Boundaries\u003c\/li\u003e\n\u003cli\u003eInvest Time\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Online Networking Tools\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSocial Networks (LinkedIn, Twitter, Facebook)\u003c\/li\u003e\n\u003cli\u003eBlogs\u003c\/li\u003e\n\u003cli\u003eChat Rooms\u003c\/li\u003e\n\u003cli\u003eEmail\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Time Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePrioritize Contacts\u003c\/li\u003e\n\u003cli\u003eCreate Group Activities\u003c\/li\u003e\n\u003cli\u003eConnect Online\u003c\/li\u003e\n\u003cli\u003eSchedule Your Network Activities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Maintaining Relationships Over Time\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eContact Networks Regularly\u003c\/li\u003e\n\u003cli\u003eBe Honest\u003c\/li\u003e\n\u003cli\u003eGive Personal Attention\u003c\/li\u003e\n\u003cli\u003eLimit Networks to a Manageable Size\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Networking Within the Company\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14359889444927,"sku":"SSLU080","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260631777628,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260631810396,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU080_Networking_Within_the_Company_1.png?v=1590011956"},{"product_id":"handling-a-difficult-customer","title":"Handling a Difficult Customer","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Handling a Difficult Customer.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our course, participants will learn stress management skills, how to build rapport, and recognizing certain body language.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Handling a Difficult Customer.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our course, participants will learn stress management skills, how to build rapport, and recognizing certain body language.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eBy utilizing our Handling a Difficult Customer course, participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: The Right Attitude Starts with You\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Grateful\u003c\/li\u003e\n\u003cli\u003eKeep Your Body Healthy\u003c\/li\u003e\n\u003cli\u003eFocus on Positive Thoughts\u003c\/li\u003e\n\u003cli\u003eInvoke Inner Peace\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Internal Stress Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIrritability\u003c\/li\u003e\n\u003cli\u003eUnhappiness with Your Job\u003c\/li\u003e\n\u003cli\u003eFeeling Underappreciated\u003c\/li\u003e\n\u003cli\u003eNot Well-Rested\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: External Stress Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eOffice Furniture Not Ergonomically Sound\u003c\/li\u003e\n\u003cli\u003eHigh Noise Volume in the Office\u003c\/li\u003e\n\u003cli\u003eRift with Co-Workers\u003c\/li\u003e\n\u003cli\u003eDemanding Supervisor\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Transactional Analysis\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Transactional Analysis?\u003c\/li\u003e\n\u003cli\u003eParent\u003c\/li\u003e\n\u003cli\u003eAdult\u003c\/li\u003e\n\u003cli\u003eChild\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Why are Some Customers Difficult?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want to Vent\u003c\/li\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want Someone to be Held Accountable\u003c\/li\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want Resolution\u003c\/li\u003e\n\u003cli\u003eThey Are Generally Unhappy\u003c\/li\u003e\n\u003cli\u003eCase Study \u0026amp; Review Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Dealing with the Customer Over the Phone\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eListen to the Customer’s Complaint\u003c\/li\u003e\n\u003cli\u003eBuild Rapport\u003c\/li\u003e\n\u003cli\u003eDo Not Respond with Negative Words or Emotion\u003c\/li\u003e\n\u003cli\u003eOffer a Verbal Solution to Customer\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Dealing with the Customer In Person\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eListen to the Customer’s Complaint\u003c\/li\u003e\n\u003cli\u003eBuild Rapport\u003c\/li\u003e\n\u003cli\u003eResponding with Positive Words and Body Language\u003c\/li\u003e\n\u003cli\u003eBesides Words, What to Look For?\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Sensitivity in Dealing with Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWho are Angry\u003c\/li\u003e\n\u003cli\u003eWho Are Rude\u003c\/li\u003e\n\u003cli\u003eWith Different Cultural Values\u003c\/li\u003e\n\u003cli\u003eWho Cannot Be Satisfied\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Scenarios of Dealing with a Difficult Customer\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAngry Customer\u003c\/li\u003e\n\u003cli\u003eRude Customer\u003c\/li\u003e\n\u003cli\u003eCulturally Diverse Customer\u003c\/li\u003e\n\u003cli\u003eImpossible to Please Customer\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Following up With a Customer Once You Have Addressed Their Complaint\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCall the Customer\u003c\/li\u003e\n\u003cli\u003eSend the Customer an Email\u003c\/li\u003e\n\u003cli\u003eMail the Customer a Small Token\u003c\/li\u003e\n\u003cli\u003eHandwritten or Typed Letter\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/customer-service\"\u003eCustomer Service\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Handling a Difficult Customer\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14359942758463,"sku":"SSLU050","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260632432988,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260632465756,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU050_Handling_Difficult_Customers_1.png?v=1590011847"},{"product_id":"delivering-constructive-criticism","title":"Delivering Constructive Criticism","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Delivering Constructive Criticism.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eDelivering Constructive Criticism is one of the most challenging things for anyone. Through this course, participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Delivering Constructive Criticism.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eDelivering Constructive Criticism is one of the most challenging things for anyone. Through this course, participants will gain valuable knowledge and skills that will assist them with this challenging task. When an employee commits an action that requires feedback or criticism it needs to be handled in a very specific way.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eConstructive Criticism if done correctly will provide great benefits to your organization. It provides the ability for management to nullify problematic behaviors and develop well rounded and productive employees. Constructive feedback shows an employee that management cares about them and will invest time and effort into their careers.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: When Should Feedback Occur?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eRepeated Events or Behavior\u003c\/li\u003e\n\u003cli\u003eBreach\"s in Company Policy\u003c\/li\u003e\n\u003cli\u003eWhen Informal Feedback has not Worked\u003c\/li\u003e\n\u003cli\u003eImmediately After the Occurrence\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Preparing and Planning\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGather Facts on the Issue\u003c\/li\u003e\n\u003cli\u003ePractice Your Tone\u003c\/li\u003e\n\u003cli\u003eCreate an Action Plan\u003c\/li\u003e\n\u003cli\u003eKeep Written Records\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Choosing a Time and Place\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCheck the Ego at the Door\u003c\/li\u003e\n\u003cli\u003eCriticize in Private, Praise in Public\u003c\/li\u003e\n\u003cli\u003eIt Has to be Face to Face\u003c\/li\u003e\n\u003cli\u003eCreate a Safe Atmosphere\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: During the Session (I)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Feedback Sandwich\u003c\/li\u003e\n\u003cli\u003eMonitor Body Language\u003c\/li\u003e\n\u003cli\u003eCheck for Understanding\u003c\/li\u003e\n\u003cli\u003ePractice Active Listening\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: During the Session (II)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSet Goals\u003c\/li\u003e\n\u003cli\u003eBe Collaborative\u003c\/li\u003e\n\u003cli\u003eAsk for a Self-Assessment\u003c\/li\u003e\n\u003cli\u003eKeep Emotions in Check\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Setting Goals\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSMART Goals\u003c\/li\u003e\n\u003cli\u003eThe Three P\"s\u003c\/li\u003e\n\u003cli\u003eAsk for Their Input\u003c\/li\u003e\n\u003cli\u003eBe as Specific as Possible\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Diffusing Anger or Negative Emotions\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eChoose the Correct Words\u003c\/li\u003e\n\u003cli\u003eStay on Topic\u003c\/li\u003e\n\u003cli\u003eEmpathize\u003c\/li\u003e\n\u003cli\u003eTry to Avoid \"You Messages\"\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: What Not to Do\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAttacking or Blaming\u003c\/li\u003e\n\u003cli\u003eNot Giving Them a Chance to Speak\u003c\/li\u003e\n\u003cli\u003eTalking Down\u003c\/li\u003e\n\u003cli\u003eBecoming Emotional\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: After the Session (I)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSet a Follow-up Meeting\u003c\/li\u003e\n\u003cli\u003eMake your Self Available\u003c\/li\u003e\n\u003cli\u003eBe Very Specific with the Instructions\u003c\/li\u003e\n\u003cli\u003eProvide Support and Resources\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: After the Session (II)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFocus on the Future\u003c\/li\u003e\n\u003cli\u003eMeasuring Results\u003c\/li\u003e\n\u003cli\u003eWas the Action Plan Followed?\u003c\/li\u003e\n\u003cli\u003eIf Improvement is not Seen, Then What?\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Delivering Constructive Criticism\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14360075141183,"sku":"SSLU032","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634071388,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260634104156,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU032_Delivering_Constructive_Criticism1.png?v=1590011776"},{"product_id":"developing-corporate-behavior","title":"Developing Corporate Behavior","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Developing Corporate Behavior.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWith this course, participants will be able to develop a business environment that reflects a positive set of values and ethics. Aligning these characteristics with corporate standards is what will make your participants stand out and become leaders throughout your company.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Developing Corporate Behavior.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWith this course, participants will be able to develop a business environment that reflects a positive set of values and ethics. Aligning these characteristics with corporate standards is what will make your participants stand out and become leaders throughout your company.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThrough our Developing Corporate Behavior course, participants should see improved team building, better communication, and trust. By realizing the benefits of corporate behavior and developing a successful plan your participants should see a reduction in incidents and an increase in team work and loyalty.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: The Science of Behavior\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Behavior?\u003c\/li\u003e\n\u003cli\u003ePsychology\u003c\/li\u003e\n\u003cli\u003eSociology\u003c\/li\u003e\n\u003cli\u003eAnthropology\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Benefits of Corporate Behavior\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEmployee Safety\u003c\/li\u003e\n\u003cli\u003eConservation of Materials\u003c\/li\u003e\n\u003cli\u003eEngagement\u003c\/li\u003e\n\u003cli\u003eImproved Employee Performance\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Most Common Categories of Corporate Behavior\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eManagerial Structure\u003c\/li\u003e\n\u003cli\u003eCompany Values and Ethics\u003c\/li\u003e\n\u003cli\u003eEmployee Accountability\u003c\/li\u003e\n\u003cli\u003eWorkplace Incidents\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Managerial Structure\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eClearly Defined Management\u003c\/li\u003e\n\u003cli\u003eQualified Management Team\u003c\/li\u003e\n\u003cli\u003eObvious Advancement Path\u003c\/li\u003e\n\u003cli\u003eGrievance Procedures\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Company Values and Ethics\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEnvironmental\u003c\/li\u003e\n\u003cli\u003eCharity and Community Outreach\u003c\/li\u003e\n\u003cli\u003eIntegrity\u003c\/li\u003e\n\u003cli\u003eDiversity\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Employee Accountability\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAttitude\u003c\/li\u003e\n\u003cli\u003eAttendance\u003c\/li\u003e\n\u003cli\u003eHonesty\u003c\/li\u003e\n\u003cli\u003eSubstance Abuse \u0026amp; Workplace Violence\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Workplace Incidents\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSafety\u003c\/li\u003e\n\u003cli\u003ePrejudice \u0026amp; Discrimination\u003c\/li\u003e\n\u003cli\u003eVandalism \u0026amp; Theft\u003c\/li\u003e\n\u003cli\u003eHarassment or Bullying\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Designing and Implementing\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGroup Planning\u003c\/li\u003e\n\u003cli\u003eDefine Preferred Organizational Behaviors\u003c\/li\u003e\n\u003cli\u003eHiring\u003c\/li\u003e\n\u003cli\u003eTraining Employees\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Corporate Team Behavior\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTeam Building\u003c\/li\u003e\n\u003cli\u003eBetter Communication\u003c\/li\u003e\n\u003cli\u003eConflict Resolution\u003c\/li\u003e\n\u003cli\u003eLoyalty to the Company and the Department\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Auditing Corporate Behavior\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAffirm Ethical Behavior\u003c\/li\u003e\n\u003cli\u003eInvestigate and Review Reported Incidents\u003c\/li\u003e\n\u003cli\u003eDetermine Progress\u003c\/li\u003e\n\u003cli\u003eGet Employee Feedback \u0026amp; Revise\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Developing Corporate Behavior\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14360083431487,"sku":"SSLU034","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634136924,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260634169692,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU033_Developing_Corporate_Behaviour_1.png?v=1590011779"},{"product_id":"customer-service","title":"Customer Service","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Customer Service.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eEach and every one of us serves customers, whether we realize it or not. Maybe you\"re on the front lines of a company, serving the people who buy your products. Perhaps you\"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you\"re a company owner, serving your staff and your customers.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Customer Service.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eEach and every one of us serves customers, whether we realize it or not. Maybe you\"re on the front lines of a company, serving the people who buy your products. Perhaps you\"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you\"re a company owner, serving your staff and your customers.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThe Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Who We Are and What We Do\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWho Are Customers? (internal\/external)\u003c\/li\u003e\n\u003cli\u003eWhat is Customer Service?\u003c\/li\u003e\n\u003cli\u003eWho Are Customer Service Providers?\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Establishing Your Attitude\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAppearance Counts!\u003c\/li\u003e\n\u003cli\u003eThe Power of a Smile\u003c\/li\u003e\n\u003cli\u003eStaying Energized\u003c\/li\u003e\n\u003cli\u003eStaying Positive\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Identifying and Addressing Their Needs\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUnderstanding the Customer\"s Problem\u003c\/li\u003e\n\u003cli\u003eStaying Outside the Box\u003c\/li\u003e\n\u003cli\u003eMeeting Basic Needs\u003c\/li\u003e\n\u003cli\u003eGoing the Extra Mile\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Generating Return Business\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFollowing Up\u003c\/li\u003e\n\u003cli\u003eAddressing Complaints\u003c\/li\u003e\n\u003cli\u003eTurning Difficult Customers Around\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: In-Person Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDealing With At-Your-Desk Requests\u003c\/li\u003e\n\u003cli\u003eThe Advantages and Disadvantages of In-Person Communication\u003c\/li\u003e\n\u003cli\u003eUsing Body Language to Your Advantage\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Giving Customer Service over the Phone\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Advantages and Disadvantages of Telephone Communication\u003c\/li\u003e\n\u003cli\u003eTelephone Etiquette\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Providing Electronic Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Advantages and Disadvantages of Electronic Communication\u003c\/li\u003e\n\u003cli\u003eUnderstanding Netiquette\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eExamples: Chat or e-mail\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Recovering Difficult Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDe-Escalating Anger\u003c\/li\u003e\n\u003cli\u003eEstablishing Common Ground\u003c\/li\u003e\n\u003cli\u003eSetting Your Limits\u003c\/li\u003e\n\u003cli\u003eManaging Your Own Emotions\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Understanding When to Escalate\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDealing with Vulgarity\u003c\/li\u003e\n\u003cli\u003eCoping with Insults\u003c\/li\u003e\n\u003cli\u003eDealing with Legal and Physical Threats\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Ten Things You Can Do To WOW Every Time\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTen Tips\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/handling-a-difficult-customer\"\u003eHandling a Difficult Customer\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Customer Service\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14360134844479,"sku":"SSLU030","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634693980,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260634726748,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLY030_Customer_Service_1.png?v=1590011768"},{"product_id":"civility-in-the-workplace","title":"Civility in the Workplace","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Civility in the Workplace.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWhile a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Civility in the Workplace.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWhile a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eTo address the growing problem of incivility in the work setting, this two hour course introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed. The benefits to Civility In The Workplace are countless and will pay off immensely in every aspect of your job.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Introduction\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Uncivil Behavior?\u003c\/li\u003e\n\u003cli\u003eThree Reasons Why You Should be Civil\u003c\/li\u003e\n\u003cli\u003eDealing with Difficult Personalities\u003c\/li\u003e\n\u003cli\u003eCosts and Rewards\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Effective Work Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGreetings\u003c\/li\u003e\n\u003cli\u003eRespect\u003c\/li\u003e\n\u003cli\u003eInvolvement\u003c\/li\u003e\n\u003cli\u003eBeing Politically Correct\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Costs and Rewards\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIncivility and the Costs\u003c\/li\u003e\n\u003cli\u003eCivility and the Rewards\u003c\/li\u003e\n\u003cli\u003eFour Causes of Incivility\u003c\/li\u003e\n\u003cli\u003eHow to Overcome It\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Conflict Resolution\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCollaborating\u003c\/li\u003e\n\u003cli\u003eCompeting\u003c\/li\u003e\n\u003cli\u003eCompromising\u003c\/li\u003e\n\u003cli\u003eAccommodating\u003c\/li\u003e\n\u003cli\u003eAvoiding\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Getting to the Cause\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eExamining the Root Cause\u003c\/li\u003e\n\u003cli\u003eCreating a Cause and Effect Diagram\u003c\/li\u003e\n\u003cli\u003eForgiveness\u003c\/li\u003e\n\u003cli\u003eBenefits of Resolution\u003c\/li\u003e\n\u003cli\u003eCase Study \u0026amp; Review Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Communication\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePara-verbal Communication\u003c\/li\u003e\n\u003cli\u003eNon-Verbal Communication\u003c\/li\u003e\n\u003cli\u003eListening Skills\u003c\/li\u003e\n\u003cli\u003eAppreciative Inquiry\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Negotiation\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThree Sides to Incivility\u003c\/li\u003e\n\u003cli\u003eMediation\u003c\/li\u003e\n\u003cli\u003eArbitration\u003c\/li\u003e\n\u003cli\u003eCreative Problem Solving\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Indentifying Your Need\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCompleting a Needs Analysis\u003c\/li\u003e\n\u003cli\u003eFocus Groups\u003c\/li\u003e\n\u003cli\u003eObservations\u003c\/li\u003e\n\u003cli\u003eAnonymous Surveys\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Writing a Civility Policy\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDesignating the Core Group\u003c\/li\u003e\n\u003cli\u003eDefining What is Unacceptable Behavior\u003c\/li\u003e\n\u003cli\u003eDefining the Consequence\u003c\/li\u003e\n\u003cli\u003eWriting the Policy\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Implementing the Policy\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe First Steps\u003c\/li\u003e\n\u003cli\u003eTraining\u003c\/li\u003e\n\u003cli\u003eAddressing Complaints\u003c\/li\u003e\n\u003cli\u003eEnforcing Violators\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Civility in the Workplace\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14362862387263,"sku":"SSLU020","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260634988892,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260635021660,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU020_Civility_in_the_Workplace_-_Part_1_1.png?v=1590011738"},{"product_id":"change-management","title":"Change Management","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Change Management.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eChange is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and participants will gain some valuable skills through this course.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Change Management.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eChange is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. Having a smooth transition when change occurs is important in any situation and participants will gain some valuable skills through this course.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis two hour Change Management course will give any leader tools to implement changes more smoothly and to have those changes better accepted. This course will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Preparing for Change\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDefining Your Strategy\u003c\/li\u003e\n\u003cli\u003eBuilding the Team\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Identifying the WIIFM\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat\"s In It For Me?\u003c\/li\u003e\n\u003cli\u003eBuilding Support\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Understanding Change on an Individual Level\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eClearing\u003c\/li\u003e\n\u003cli\u003eProgramming\u003c\/li\u003e\n\u003cli\u003eProcessing\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Leading and Managing the Change\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePreparing and Planning\u003c\/li\u003e\n\u003cli\u003eDelegating\u003c\/li\u003e\n\u003cli\u003eKeeping the Lines of Communication Open\u003c\/li\u003e\n\u003cli\u003eCoping with Pushback\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Gaining Support\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGathering Data\u003c\/li\u003e\n\u003cli\u003eAddressing Concerns and Issues\u003c\/li\u003e\n\u003cli\u003eEvaluating and Adapting\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Making it all Worthwhile\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eLeading Status Meetings\u003c\/li\u003e\n\u003cli\u003eCelebrating Successes\u003c\/li\u003e\n\u003cli\u003eSharing the Results and Benefits\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Using Appreciative Inquiry\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Four Stages\u003c\/li\u003e\n\u003cli\u003eThe Purpose of AI\u003c\/li\u003e\n\u003cli\u003eExamples and Case Studies\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Bringing People to Your Side\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eA Dash of Emotion\u003c\/li\u003e\n\u003cli\u003ePlenty of Facts\u003c\/li\u003e\n\u003cli\u003eBringing it All Together\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Building Resiliency\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Resiliency?\u003c\/li\u003e\n\u003cli\u003eWhy is it Important?\u003c\/li\u003e\n\u003cli\u003eFive Easy Steps for the Leader and the Individual\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Building Flexibility\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Flexibility?\u003c\/li\u003e\n\u003cli\u003eWhy is it Important?\u003c\/li\u003e\n\u003cli\u003eFive Easy Steps for the Leader and the Individual\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Change Management\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14362867433535,"sku":"SSLU019","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260635054428,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260635087196,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU019_Change_Management-1.png?v=1590011736"},{"product_id":"business-etiquette","title":"Business Etiquette","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Business Etiquette.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis two hour course examines the basics, most importantly to be considerate of others, dress\/appearance, the workplace versus social situations, business meetings, proper introductions and \"the handshake\", conversation skills\/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Business Etiquette.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eThis two hour course examines the basics, most importantly to be considerate of others, dress\/appearance, the workplace versus social situations, business meetings, proper introductions and \"the handshake\", conversation skills\/small talk, cultural differences affecting international business opportunities, dealing with interruptions, and proper business email and telephone etiquette.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eLet\"s face it: we've all had those embarrassing etiquette gaffes. Our Business Etiquette course will help your participants look and sound their best no matter what the situation.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Understanding Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEtiquette Defined\u003c\/li\u003e\n\u003cli\u003eThe Importance of Business Etiquette\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Networking for Success\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreating an Effective Introduction\u003c\/li\u003e\n\u003cli\u003eMaking a Great First Impression\u003c\/li\u003e\n\u003cli\u003eMinimizing Nervousness\u003c\/li\u003e\n\u003cli\u003eUsing Business Cards Effectively\u003c\/li\u003e\n\u003cli\u003eRemembering Names\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: The Meet and Greet\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Three-Step Process\u003c\/li\u003e\n\u003cli\u003eThe Four Levels of Conversation\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: The Dining in Style\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUnderstanding Your Place Setting\u003c\/li\u003e\n\u003cli\u003eUsing Your Napkin\u003c\/li\u003e\n\u003cli\u003eEating Your Meal\u003c\/li\u003e\n\u003cli\u003eSticky Situations and Possible Solutions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Eating Out\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eOrdering in a Restaurant\u003c\/li\u003e\n\u003cli\u003eAbout Alcoholic Beverages\u003c\/li\u003e\n\u003cli\u003ePaying the Bill\u003c\/li\u003e\n\u003cli\u003eTipping\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Business Email Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAddressing Your Message\u003c\/li\u003e\n\u003cli\u003eGrammar and Acronyms\u003c\/li\u003e\n\u003cli\u003eTop 5 Technology Tips\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Telephone Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDeveloping an Appropriate Greeting\u003c\/li\u003e\n\u003cli\u003eDealing with Voicemail\u003c\/li\u003e\n\u003cli\u003eCell phone Do's and Don'ts\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: The Written Letter\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThank You Notes\u003c\/li\u003e\n\u003cli\u003eFormal Letters\u003c\/li\u003e\n\u003cli\u003eInformal Letters\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Dressing for Success\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Meaning of Colors\u003c\/li\u003e\n\u003cli\u003eInterpreting Common Dress Codes\u003c\/li\u003e\n\u003cli\u003eDeciding What to Wear\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eModule Five: Review Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: International Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGeneral Rules\u003c\/li\u003e\n\u003cli\u003eImportant Points\u003c\/li\u003e\n\u003cli\u003ePreparation Tips\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/business-acumen\"\u003eBusiness Acumen\u003c\/a\u003e  |  \u003ca href=\"\/products\/business-ethics\"\u003eBusiness Ethics\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Business Etiquette\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14362979532863,"sku":"SSLU015","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260635251036,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260635283804,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU015_Business_Etiquette_-1.png?v=1590011726"},{"product_id":"business-ethics","title":"Business Ethics","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Business Ethics.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eA company's ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a Business Ethics program takes time and effort, but doing so will do more than improve business, it will change lives.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Business Ethics.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eA company's ethics will determine its reputation. Good business ethics are essential for the long-term success of an organization. Implementing an ethical program will foster a successful company culture and increase profitability. Developing a Business Ethics program takes time and effort, but doing so will do more than improve business, it will change lives.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eA company's ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company's ethics are developed. It is a two-way street; the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e \u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: What is Ethics?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Business Ethics\u003c\/li\u003e\n\u003cli\u003e10 Benefits of Managing Ethics\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Implementing Ethics in the Workplace\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBenefits\u003c\/li\u003e\n\u003cli\u003eGuidelines for Managing Ethics in the Workplace\u003c\/li\u003e\n\u003cli\u003eRoles and Responsibilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Employer \/ Employee Rights\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ePrivacy Policies\u003c\/li\u003e\n\u003cli\u003eHarassment Issues\u003c\/li\u003e\n\u003cli\u003eTechnology\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Business and Social Responsibilities\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIdentifying Types of Responsibilities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eHandling Conflicting Social and Business Responsibilities\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Ethical Decisions\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThe Basics\u003c\/li\u003e\n\u003cli\u003eBalancing Personal and Organizational Ethics\u003c\/li\u003e\n\u003cli\u003eCommon Dilemmas\u003c\/li\u003e\n\u003cli\u003eMaking Ethical Decisions\u003c\/li\u003e\n\u003cli\u003eOvercoming Obstacles\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Whistle Blowing   \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCriteria and Risk               \u003c\/li\u003e\n\u003cli\u003eThe Process       \u003c\/li\u003e\n\u003cli\u003eWhen You Should “Blow the Whistle”    \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions              \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Managerial Ethics            \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEthical Management     \u003c\/li\u003e\n\u003cli\u003eIdentifying the Characteristics   \u003c\/li\u003e\n\u003cli\u003eEnsuring Ethical Behavior             \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions           \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Unethical Behavior            \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eRecognize \u0026amp; Identify     \u003c\/li\u003e\n\u003cli\u003ePreventing         \u003c\/li\u003e\n\u003cli\u003eAddressing        \u003c\/li\u003e\n\u003cli\u003eInterventions   \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions              \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Ethics in Business (I)           \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eOrganization Basics        \u003c\/li\u003e\n\u003cli\u003eAddressing the Needs  \u003c\/li\u003e\n\u003cli\u003eEthical Principles              \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions               \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Ethics in Business (II)   \u003c\/strong\u003e         \u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEthical Safeguards          \u003c\/li\u003e\n\u003cli\u003eDeveloping a Code of Ethics       \u003c\/li\u003e\n\u003cli\u003ePerforming an Internal Ethics Audit        \u003c\/li\u003e\n\u003cli\u003eUpholding the Ethics Program   \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/business-acumen\"\u003eBusiness Acumen\u003c\/a\u003e  |  \u003ca href=\"\/products\/business-etiquette\"\u003eBusiness Etiquette\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Business Ethics\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14362987364415,"sku":"SSLU014","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260635316572,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260635349340,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU014_Business_Ethics-1.png?v=1590011724"},{"product_id":"business-acumen","title":"Business Acumen","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Business Acumen.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThrough our Business Acumen course your participants will improve their judgment and decisiveness skills. Business Acumen is all about seeing the big picture and recognizing that all decisions no matter how small can have an effect on the bottom line. Participants will increase their financial literacy and improve their business sense.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Business Acumen.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eThrough our Business Acumen course your participants will improve their judgment and decisiveness skills. Business Acumen is all about seeing the big picture and recognizing that all decisions no matter how small can have an effect on the bottom line. Participants will increase their financial literacy and improve their business sense.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis two hour Business Acumen course will give participants an advantage everyone wishes they had. The course will help participants recognize learning events, manage risk better, and increase their critical thinking. Business Acumen has the ability to influence your whole organization, and provide that additional edge that will lead to success.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Seeing the Big Picture\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eShort and Long Term Interactions\u003c\/li\u003e\n\u003cli\u003eRecognize Growth Opportunities\u003c\/li\u003e\n\u003cli\u003eMindfulness of Decisions\u003c\/li\u003e\n\u003cli\u003eEverything is Related\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: KPI’s (Key Performance Indicators)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDecisiveness\u003c\/li\u003e\n\u003cli\u003eFlexible\u003c\/li\u003e\n\u003cli\u003eStrong Initiative\u003c\/li\u003e\n\u003cli\u003eIntuitive\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Risk Management Strategies\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eContinuous Assessment\u003c\/li\u003e\n\u003cli\u003eInternal and External Factors\u003c\/li\u003e\n\u003cli\u003eMaking Adjustments and Corrections\u003c\/li\u003e\n\u003cli\u003eKnowing When to Pull the Trigger or Plug\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Recognizing Learning Events\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDevelop a Sense of Always Learning\u003c\/li\u003e\n\u003cli\u003eEvaluate Past Decisions\u003c\/li\u003e\n\u003cli\u003eProblems are Learning Opportunities\u003c\/li\u003e\n\u003cli\u003eRecognize Your Blind Spots\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: You Need to Know These Answers and More\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat Makes Money My Company Money?\u003c\/li\u003e\n\u003cli\u003eWhat Were Sales Last Year?\u003c\/li\u003e\n\u003cli\u003eWhat is our Profit Margin?\u003c\/li\u003e\n\u003cli\u003eWhat Were Our Costs?\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Financial Literacy (I)           \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAssets  \u003c\/li\u003e\n\u003cli\u003eFinancial Ratios\u003c\/li\u003e\n\u003cli\u003eLiabilities             \u003c\/li\u003e\n\u003cli\u003eEquity  \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions              \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Financial Literacy (II)       \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIncome Statement         \u003c\/li\u003e\n\u003cli\u003eBalance Sheet  \u003c\/li\u003e\n\u003cli\u003eCash Flow Statement    \u003c\/li\u003e\n\u003cli\u003eRead, Read, and Read   \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions           \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Business Acumen in Management    \u003c\/strong\u003e         \u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTalent Management      \u003c\/li\u003e\n\u003cli\u003eChange Management   \u003c\/li\u003e\n\u003cli\u003eAsset Management       \u003c\/li\u003e\n\u003cli\u003eOrganizational Management     \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions              \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Critical Thinking in Business         \u003c\/strong\u003e    \u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAsk the Right Questions               \u003c\/li\u003e\n\u003cli\u003eOrganize Data   \u003c\/li\u003e\n\u003cli\u003eEvaluate the Information            \u003c\/li\u003e\n\u003cli\u003eMake the Decision         \u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions               \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Key Financial Levers              \u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eInvesting in People        \u003c\/li\u003e\n\u003cli\u003eEffective Communication            \u003c\/li\u003e\n\u003cli\u003eProcess Improvement  \u003c\/li\u003e\n\u003cli\u003eGoal Alignment\u003c\/li\u003e\n\u003cli\u003eCase Study         \u003c\/li\u003e\n\u003cli\u003eReview Questions \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/business-ethics\"\u003eBusiness Ethics\u003c\/a\u003e  |  \u003ca href=\"\/products\/business-etiquette\"\u003eBusiness Etiquette\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Business Acumen\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14363002404927,"sku":"SSLU013","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260635382108,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260635414876,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU013_Business_Acumen-1.png?v=1590011723"},{"product_id":"appreciative-inquiry","title":"Appreciative Inquiry","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Appreciative Inquiry.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eOrganizations can be thought of as a living being made up of the individuals working within it. Appreciative Inquiry has the ability to change the whole organization by changing the people. Through positive questioning employees will be directed to move in a positive direction. Recognizing the strengths and values of what works, as opposed to what\"s wrong will transform the individuals and in turn transform the...\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Appreciative Inquiry.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cspan\u003e\u003cstrong\u003eSSLU05 Appreciative Inquiry  \u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eOrganizations can be thought of as a living being made up of the individuals working within it. Appreciative Inquiry has the ability to change the whole organization by changing the people. Through positive questioning employees will be directed to move in a positive direction. Recognizing the strengths and values of what works, as opposed to what\"s wrong will transform the individuals and in turn transform the organization.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eAppreciative Inquiry is a shift from looking at problems and deficiencies and instead focusing on strengths and successes. It is a tool for change, and it will strengthen relationships throughout your business. Through best practices and positive stories your participants will transform your organization.  This course has a duration of two hours.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003cbr\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003e\u003cu\u003eSSLU05 Appreciative Inquiry\u003c\/u\u003e\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: Introducing Appreciative Inquiry\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Appreciative Inquiry?\u003c\/li\u003e\n\u003cli\u003eGenerating a Better Future\u003c\/li\u003e\n\u003cli\u003eEngaging People in Positive Thought\u003c\/li\u003e\n\u003cli\u003eChange the Person, Change the Organization\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Changing the Way You Think\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eShifting from \"What\"s Wrong?\" to \"What\"s Right\"?\u003c\/li\u003e\n\u003cli\u003eIt\"s Not Eliminating Mistakes, It\"s Holding Up Successes\u003c\/li\u003e\n\u003cli\u003ePositive Language Will Affect Peoples Thinking\u003c\/li\u003e\n\u003cli\u003eLimit or Remove Negative Phrasing\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Four D model\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDiscovery\u003c\/li\u003e\n\u003cli\u003eDream\u003c\/li\u003e\n\u003cli\u003eDesign\u003c\/li\u003e\n\u003cli\u003eDelivery\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: The Four I Model\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eInitiate\u003c\/li\u003e\n\u003cli\u003eInquire\u003c\/li\u003e\n\u003cli\u003eImagine\u003c\/li\u003e\n\u003cli\u003eInnovate\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Appreciative Inquiry Interview Style\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFraming Positive Questions\u003c\/li\u003e\n\u003cli\u003eSolicit Positive Stories\u003c\/li\u003e\n\u003cli\u003eFinding Out What Works\u003c\/li\u003e\n\u003cli\u003eRecognize the Reoccurring Themes\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Anticipatory Reality\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eImagining a Successful Future Will Affect the Present\u003c\/li\u003e\n\u003cli\u003eControlling Negative Anticipation\u003c\/li\u003e\n\u003cli\u003eCurrent Decisions Will Be Influenced Positively\u003c\/li\u003e\n\u003cli\u003eBase It on Data and Real Examples\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: The Power of Positive Imagery\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eShaping Performance with Positive Imagery\u003c\/li\u003e\n\u003cli\u003eBeing Better Prepared for Adversity\u003c\/li\u003e\n\u003cli\u003ePeople are More Flexible and Creative\u003c\/li\u003e\n\u003cli\u003eThink of the Perfect Situation\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Influencing Change Through AI\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUsing Strengths to Solve Challenges\u003c\/li\u003e\n\u003cli\u003eConfidence Will Promote Positive Change\u003c\/li\u003e\n\u003cli\u003eInquiry is a Seed of Change\u003c\/li\u003e\n\u003cli\u003ePeople Will Gravitate Towards What is Expected of Them\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Coaching and Managing With AI\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBuild Around What Works\u003c\/li\u003e\n\u003cli\u003eFocus on Increases\u003c\/li\u003e\n\u003cli\u003eRecognize the Best in People\u003c\/li\u003e\n\u003cli\u003eLimit or Remove Negative Comments\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Creating a Positive Core\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eStrengths\u003c\/li\u003e\n\u003cli\u003eBest Practices\u003c\/li\u003e\n\u003cli\u003ePeak Experiences\u003c\/li\u003e\n\u003cli\u003eSuccesses\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Appreciative Inquiry\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14367572459583,"sku":"SSLU005","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260636135772,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260636168540,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU05_Appreciative_Inquiry_screen1.png?v=1590011705"},{"product_id":"conflict-resolution","title":"Conflict Resolution","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Conflict Resolution.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Your participants will also be provided a set of skills in solution building and finding common ground. In this two hour Conflict Resolution course, participants will learn crucial conflict...\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Conflict Resolution.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cspan\u003eWherever two or more people come together, there is bound to be conflict. This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Your participants will also be provided a set of skills in solution building and finding common ground.\u003c\/span\u003e\u003cbr\u003e\u003cbr\u003e\u003cspan\u003eIn this two hour \u003c\/span\u003e\u003cu\u003eConflict Resolution\u003c\/u\u003e\u003cspan\u003e course, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organization no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even law suits.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e\u003cmeta charset=\"utf-8\"\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003ch5\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: An Introduction to Conflict Resolution\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Conflict?\u003c\/li\u003e\n\u003cli\u003eWhat is Conflict Resolution?\u003c\/li\u003e\n\u003cli\u003eUnderstanding the Conflict Resolution Process\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: The Thomas-Kilmann Instrument\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCollaborating\u003c\/li\u003e\n\u003cli\u003eCompeting\u003c\/li\u003e\n\u003cli\u003eCompromising\u003c\/li\u003e\n\u003cli\u003eAccommodating\u003c\/li\u003e\n\u003cli\u003eAvoiding\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: Creating an Effective Atmosphere\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eNeutralizing Emotions\u003c\/li\u003e\n\u003cli\u003eSetting Ground Rules\u003c\/li\u003e\n\u003cli\u003eChoosing the Time and Place\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Creating Mutual Understanding\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat Do I Want?\u003c\/li\u003e\n\u003cli\u003eWhat Do They Want?\u003c\/li\u003e\n\u003cli\u003eWhat Do We Want?\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Focusing on Individual Needs\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eFinding Common Ground\u003c\/li\u003e\n\u003cli\u003eBuilding Positive Energy and Goodwill\u003c\/li\u003e\n\u003cli\u003eStrengthening Your Partnership\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Getting to the Root Cause\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eExamining Root Causes\u003c\/li\u003e\n\u003cli\u003eCreating a Cause and Effect Diagram\u003c\/li\u003e\n\u003cli\u003eThe Importance of Forgiveness\u003c\/li\u003e\n\u003cli\u003eIdentifying the Benefits of Resolution\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Generating Options\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGenerate, Don\"t Evaluate\u003c\/li\u003e\n\u003cli\u003eCreating Mutual Gain Options and Multiple Option Solutions\u003c\/li\u003e\n\u003cli\u003eDigging Deeper into Your Options\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Building a Solution\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreating Criteria\u003c\/li\u003e\n\u003cli\u003eCreating a Shortlist\u003c\/li\u003e\n\u003cli\u003eChoosing a Solutions\u003c\/li\u003e\n\u003cli\u003eBuilding a Plan\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: the Short Version of the Process\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eEvaluating the Situation\u003c\/li\u003e\n\u003cli\u003eChoosing Your Steps\u003c\/li\u003e\n\u003cli\u003eCreating an Action Plan\u003c\/li\u003e\n\u003cli\u003eUsing Individual Process Steps\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Additional Tools\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eStress and Anger Management Techniques\u003c\/li\u003e\n\u003cli\u003eThe Agreement Frame\u003c\/li\u003e\n\u003cli\u003eAsking Open Questions\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Conflict Resolution\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14367690063935,"sku":"SSLU025","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260636594524,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260636627292,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/Conflict_resolution_cover.png?v=1590011750"},{"product_id":"covid-19-awareness","title":"COVID-19 Awareness","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in COVID-19 Awareness.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eOur COVID-19 Awareness Course is an ideal tool for staff training within any organisation that needs verifiable online training and assessment for internal or external compliance purposes.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in COVID-19 Awareness.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for managers, supervisors and employees who need practical workplace awareness and good-practice knowledge.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp\u003eOur COVID-19 Awareness Course is an ideal tool for staff training within any organisation that needs verifiable online training and assessment for internal or external compliance purposes.\u003c\/p\u003e\n\u003cp\u003eParticipants will learn how the disease spreads, what symptoms to watch out for, and how to prepare with prevention and proper response strategies. \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003ch5\u003eUnit Contents:\u003c\/h5\u003e\n\u003cp\u003e\u003cbr\u003e\u003cbr\u003e 1. Getting Started\u003cbr\u003e 2. What Is COVID-19? \u003cbr\u003e 3. How It’s Spread\u003cbr\u003e 4. Symptoms, Diagnosis, and Treatment\u003cbr\u003e 5. Prevention\u003cbr\u003e 6. Exposure Assessment and Response\u003cbr\u003e 7. What to Do If You’re Sick\u003cbr\u003e 8. Flattening the Curve \u003cbr\u003e 9. Information for Travelers\u003cbr\u003e10. Information for Parents\u003cbr\u003e11. Information for Businesses\u003cbr\u003e12. Wrapping up and Assessment Result\u003cbr\u003e\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/health-safety\"\u003eHealth \u0026amp; Safety\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/health-safety\"\u003eHealth \u0026amp; Safety\u003c\/a\u003e \u0026gt; COVID-19 Awareness\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/health-safety\"\u003eHealth \u0026amp; Safety\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":39522325627058,"sku":"SSLU144","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260644786524,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260644819292,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU144Covid-19AwarenessCover.png?v=1616860297"},{"product_id":"advanced-call-center-training","title":"Advanced Call Center Training","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Advanced Call Center Training.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in Advanced Call Center Training.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\u003cu\u003e\u003cstrong\u003eCourse\u003cspan\u003e Outline\u003c\/span\u003e\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eSeat Time: 1.25hrs - Desc:\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eThis course will provide an overview of Consumer Driven Healthcare Plans (CDHPs) and will detail the various types of plans that are offered. After completing this course, the learner will understand:\u003c\/p\u003e\n\u003cul class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\n\u003cli data-mce-fragment=\"1\"\u003eThe call script.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eTypes of negotiations.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eThe changing customer.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics: \u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT1. The Types of Calls:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of cold calls, overcoming call reluctance, dealing with gatekeepers, and warm calls.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT2. The Call Script:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of cold call scripting, the components of the cold call script, tips for developing an effective script, and cheat sheets.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT3. Customers and Change:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of changing customers, how to offer extraordinary service, customer wants, and up-selling.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT4. Negotiations:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of negotiation skills, the phases of negotiation, how to successfully prepare, exchanging information, bargaining, commitment and closing.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT5. Types of Negotiations:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of the types of negotiation, integrative\/distributive negotiations, inductive\/deductive negotiations, alternative dispute resolution, and non-negotiable positions and options.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/basic-call-center-training\"\u003eBasic Call Center Training\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Advanced Call Center Training\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39884408651954,"sku":"BA-005","price":60.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260492677468,"sku":null,"price":250.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260492710236,"sku":null,"price":400.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-005AdvancedCallCenterTrainingCover.png?v=1619820400"},{"product_id":"basic-call-center-training","title":"Basic Call Center Training","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Basic Call Center Training.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will introduce the learner to the basic skills necessary to be a successful call center employee. The course will familiarize the learner with communicating with customers and proper telephone etiquette. Upon successful completion of the course, the learner will have a strong understanding of the following:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eBuild a practical understanding of the key concepts covered in Basic Call Center Training.\u003c\/li\u003e\n\u003cli\u003eRecognise where the topic applies in real workplace or business situations.\u003c\/li\u003e\n\u003cli\u003eApply the methods and good-practice approaches covered in the course with greater confidence.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for business professionals, administrators, managers and learners who want practical workplace skills they can apply immediately.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\u003cu\u003e\u003cstrong\u003eCourse\u003cspan\u003e Outline\u003c\/span\u003e\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eSeat Time: 1.25hrs - Desc:\u003c\/p\u003e\n\u003cp class=\"ng-scope\" data-mce-fragment=\"1\"\u003eThis course will introduce the learner to the basic skills necessary to be a successful call center employee. The course will familiarize the learner with communicating with customers and proper telephone etiquette. Upon successful completion of the course, the learner will have a strong understanding of the following:\u003c\/p\u003e\n\u003cul class=\"ng-scope\" data-mce-fragment=\"1\"\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to ask the right questions.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to speak properly to customers.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\"\u003eHow to listen effectively to customers. \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch5\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT1. Introduction to Telephone Communication:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will inform the learner regarding how much of communication and understanding lies in a person's tone of voice and body language, important generalizations and implications that can be drawn from Mehrabian's communication study, and how to use body language.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT2. Communicating with the Customer:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will present information regarding sounding professional while speaking to customers on the phone, how to control your voice, the \"four E's\" of maintaining an effective telephone voice, and identifying customers.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT3. Speaking and Listening:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide information on the importance of representing yourself and the company as professionally as possible while dealing with customers on the telephone, which entails not cursing, not speaking casually, not speaking negatively about the company, and practicing active listening techniques to enhance your understanding of customer needs.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT4. How to Ask the Right Questions:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of the importance of asking specific questions \" including closed-ended, open-ended, and probing \" to customers in order to gain information, focus conversations, explore opinions, and reach a consensus.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eT5. Telephone Procedures:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of the history and benefits of telemarketing, building rapport with customers, techniques for remembering names, taking and leaving messages, voice mail techniques, and proper message etiquette.\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/advanced-call-center-training\"\u003eAdvanced Call Center Training\u003c\/a\u003e  |  \u003ca href=\"\/products\/basic-negotiation-skills\"\u003eBasic Negotiation Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Basic Call Center Training\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39885131546802,"sku":"BA-006","price":60.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260489859420,"sku":null,"price":250.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260489892188,"sku":null,"price":400.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-006BasicCallCenterTrainingCover.png?v=1619823614"},{"product_id":"bullying-in-the-workplace","title":"Bullying in the Workplace","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Bullying in the Workplace.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will introduce the learner to the concept of bullying and why bullies act the way they do. The course will familiarize the learner on how to build a shield against bullies, what to do if bullying happens to you and how to create an anti-bullying workplace. Upon successful completion of this course, the learner will have a strong understanding of the following:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Bullying in the Workplace.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp data-mce-fragment=\"1\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cu style=\"box-sizing: border-box;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eCourse\u003cspan\u003e Outline:\u003c\/span\u003e\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp data-mce-fragment=\"1\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003eSeat Time: 1.5hrs - Desc:\u003c\/p\u003e\n\u003cp data-mce-fragment=\"1\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003eThis course will introduce the learner to the concept of bullying and why bullies act the way they do. The course will familiarize the learner on how to build a shield against bullies, what to do if bullying happens to you and how to create an anti-bullying workplace. Upon successful completion of this course, the learner will have a strong understanding of the following:\u003c\/p\u003e\n\u003cul data-mce-fragment=\"1\" style=\"box-sizing: border-box; margin-top: 0px; margin-bottom: 10px; list-style-position: outside; font-size: 1.8rem; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\" data-mce-style=\"box-sizing: border-box; margin-top: 0px; margin-bottom: 10px; list-style-position: outside; font-size: 1.8rem; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\n\u003cli data-mce-fragment=\"1\" style=\"box-sizing: border-box; font-size: 1.8rem;\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem;\"\u003eDealing strategies.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\" style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\"\u003eWhat to do if you witness bullying.\u003c\/li\u003e\n\u003cli data-mce-fragment=\"1\" style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\"\u003eHow to cope with bullying.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cu style=\"box-sizing: border-box;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT1. How to Define Bullying:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will define bullying, the influential aspects of bullying, additional terms used for bullying, and the details of the Workplace Bullying InstituteÆs (WBI) survey.\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT2. Understanding Bullying Behavior:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will give an overview on the background of bullying behavior, the inception of bullying behavior, and personality disorders that result in bullying behavior.\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT3. Protection from Bullying:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will give an overview of slanted thinking, how to effectively set boundaries to protect emotional and physical space, prioritizing wants and needs, and the importance of ruling out perfectionism.\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT4. Dealing and Coping Strategies:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will give an overview of how bullies rationalize bullying behavior and the resulting thoughts, the circumstances leading to bullying, and effective and ineffective strategies for dealing with bullying in the workplace.\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT5. Witnessing Bullying:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will explain the importance of not remaining silent about witnessing bullying, contributing factors that force inaction of reporting bullying behavior, and the importance of assertive body language being used as a deterrent to bullying.\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT6. Developing a Bully-Free Workplace:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will present strategies for preventing bullying from occurring, creating an effective anti-bullying policy, training employees on the policy, and implementation and enforcement of the policy.\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Bullying in the Workplace\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/human-resources\"\u003eHuman Resources\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39894582821042,"sku":"BA-010","price":60.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260492808540,"sku":null,"price":250.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260492841308,"sku":null,"price":400.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-010BullyingintheWorkplacecover.png?v=1619888251"},{"product_id":"customer-service-excellence","title":"Customer Service Excellence","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Customer Service Excellence.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUse the key features and workflows covered in Customer Service Excellence with greater confidence.\u003c\/li\u003e\n\u003cli\u003eApply the tools and techniques to practical business tasks.\u003c\/li\u003e\n\u003cli\u003eRecognise common mistakes and work more efficiently in day-to-day use.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for business users, administrators, managers and professionals who want to work more efficiently with everyday digital tools.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 3 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\u003cu style=\"box-sizing: border-box;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eCourse\u003cspan\u003e Outline\u003c\/span\u003e:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003eSeat Time: 2.5hrs\u003c\/p\u003e\n\u003cp class=\"ng-scope\" style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003eThis course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:\u003c\/p\u003e\n\u003cul class=\"ng-scope\" style=\"box-sizing: border-box; margin-top: 0px; margin-bottom: 10px; list-style-position: outside; font-size: 1.8rem; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; margin-top: 0px; margin-bottom: 10px; list-style-position: outside; font-size: 1.8rem; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\"\u003e\n\u003cli style=\"box-sizing: border-box; font-size: 1.8rem;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem;\"\u003eFrame of reference.\u003c\/li\u003e\n\u003cli style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\"\u003eProper telephone skills.\u003c\/li\u003e\n\u003cli style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\" data-mce-fragment=\"1\" data-mce-style=\"box-sizing: border-box; font-size: 1.8rem; margin-top: 12px;\"\u003eHandling everyday requests.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cu style=\"box-sizing: border-box;\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT1. Defining Customer Service:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide the learner with information on the important aspects of customer service and handling the needs of customers.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT2. Communicating:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will introduce the learner to physical, non-verbal actions, spoken signals, oral replies, and closed and open questions.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT3. Frame of Reference:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of self-image, a personal vision statement, and the 'SPIRIT' model to the learner.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT4. Improving Communication:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of empathy, dangerous misconceptions, roadblocks to effective communication, and eliminating barriers.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT5. Proper Telephone Skills:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide information on opening a telephone conversation, showing respect to customers, how to use a pleasant telephone voice, and successfully ending a telephone conversation.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT6. Handling Everyday Requests:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic will provide an overview of warm transfers, correctly placing customers on hold, properly taking messages, and the importance of accuracy.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT7. Resolving Conflicts:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic provides an overview of decreasing conflict, avoiding communication break-downs, and dealing with problem individuals.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT8. Identifying and Addressing Customer Problems:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic provides tips to solve customersÆ problems, sympathizing, expressing regret, and resolving problems swiftly.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT9. The Importance of Leadership:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic provides information on leadership, the Situational Leadership Model, and styles of leadership.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; margin: 10px 0px; font-size: 1.8rem; line-height: 1.5; color: #333333; font-family: Roboto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;\" class=\"ng-scope\"\u003e\u003cstrong style=\"box-sizing: border-box; font-weight: bold;\"\u003eT10. Engaging Employees:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThis topic provides information about cultivating potential, keys to becoming an effective manager, understanding employees, and defining the various types of employees found in the workplace.\u003c\/p\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/customer-care\"\u003eCustomer Care\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e \u0026gt; Customer Service Excellence\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/professional-skills\"\u003eProfessional Skills\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-banking-academy\"\u003eeBSI Banking Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003cp\u003e\u003cstrong\u003eRelated eBSI learning pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e","brand":"Bankers Academy","offers":[{"title":"Individual Licence (EUR 60)","offer_id":39900604203186,"sku":"BA-019","price":60.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 50 each)","offer_id":59260493005148,"sku":null,"price":250.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 40 each)","offer_id":59260493037916,"sku":null,"price":400.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/BA-019CustomerServiceExcellenceCover.png?v=1619916033"},{"product_id":"creating-a-positive-work-environment","title":"Creating a Positive Work Environment","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Creating a Positive Work Environment.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eA positive work environment is important for both productivity and the emotional health of employees. And everyone within an organization — from employers and leaders to employees — has a responsibility to create an encouraging, progressive, and optimistic atmosphere.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Creating a Positive Work Environment.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eA positive work environment is important for both productivity and the emotional health of employees. And everyone within an organization — from employers and leaders to employees — has a responsibility to create an encouraging, progressive, and optimistic atmosphere.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis course will help you understand:\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003ethe tools and mindset they need to develop a positive environment in the workplace.\u003c\/li\u003e\n\u003cli\u003erecognize what a positive workplace looks like, the key elements needed to create and maintain a positive work environment,\u003c\/li\u003e\n\u003cli\u003ethe importance of working as a team,\u003c\/li\u003e\n\u003cli\u003ehow to deal with workplace problems that may occur,\u003c\/li\u003e\n\u003cli\u003eand how to make meetings more positive and effective, among other topics.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Two: What Does a Positive Environment Look Like?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIntroduction\u003c\/li\u003e\n\u003cli\u003eCharacteristics of a Positive Work Environment\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Three: What Can I Do?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAs an Employee\u003c\/li\u003e\n\u003cli\u003eAs a Leader\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Four: Team Player\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTeam Member Roles and Responsibilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Five A: Effective Workplace Relationships\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTeams\u003c\/li\u003e\n\u003cli\u003eWorking Cooperatively\u003c\/li\u003e\n\u003cli\u003eManaging Conflict\u003c\/li\u003e\n\u003cli\u003eSelf-Assessment\u003c\/li\u003e\n\u003cli\u003ePreventing Problems\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Five B: Effective Workplace Relationships\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDealing with Problems\u003c\/li\u003e\n\u003cli\u003eMeeting Management\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Six: Conclusion\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Creating a Positive Work Environment\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41822086201522,"sku":"VS-023","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260647244124,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260647276892,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/CreatingaPositiveWorkEnvironment.png?v=1649028505"},{"product_id":"effective-planning-and-scheduling","title":"Effective Planning and Scheduling","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Effective Planning and Scheduling.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eTrainers working with project managers and team leaders know how challenging it can be to accurately determine the duration of a project, yet that is exactly what is expected on a regular basis!\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Effective Planning and Scheduling.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eTrainers working with project managers and team leaders know how challenging it can be to accurately determine the duration of a project, yet that is exactly what is expected on a regular basis!\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis course will not disclose the secret of creating an accurate schedule, because there isn’t one. However, it will provide the factors and fundamental elements that people need to consider and address when creating any type of schedule.\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: Projects and Schedules\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: The Work Breakdown Structure (WBS)\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat is a Work Breakdown Structure?\u003c\/li\u003e\n\u003cli\u003eThe Role of a Work Breakdown Structure\u003c\/li\u003e\n\u003cli\u003eCreating a Work Breakdown Structure\u003c\/li\u003e\n\u003cli\u003eWork Breakdown Structure Formats\u003c\/li\u003e\n\u003cli\u003eWork Breakdown Structure Numbering\u003c\/li\u003e\n\u003cli\u003eWork Breakdown Structure Dictionary\u003c\/li\u003e\n\u003cli\u003eWork Breakdown Structure Exercise\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: Estimating Activity Durations\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Camping Case Study\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Six: Identifying Task Dependencies\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eAbout Task Dependencies\u003c\/li\u003e\n\u003cli\u003eTask Dependency Types\u003c\/li\u003e\n\u003cli\u003eCase Study: Trip to New York\u003c\/li\u003e\n\u003cli\u003eTask Relationships Exercise\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seven: Aligning Resources with Activities\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eDefinitions\u003c\/li\u003e\n\u003cli\u003eStages of Resource Scheduling\u003c\/li\u003e\n\u003cli\u003eCase Study: Planning an Outdoor Concert\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eight: Project Planning\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eNetwork Diagrams\u003c\/li\u003e\n\u003cli\u003eCritical Path Method\u003c\/li\u003e\n\u003cli\u003eCritical Path Exercise\u003c\/li\u003e\n\u003cli\u003eProgram Evaluation and Review Technique (PERT)\u003c\/li\u003e\n\u003cli\u003eAbout Gantt Charts\u003c\/li\u003e\n\u003cli\u003eGantt Chart Exercise\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Nine: Scheduling Software\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Ten: Uncertainty and Risk Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eAbout Risk Management\u003c\/li\u003e\n\u003cli\u003eRisk Management Planning\u003c\/li\u003e\n\u003cli\u003ePre-Assignment Review\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eleven: Communication Strategies\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eAbout Communication\u003c\/li\u003e\n\u003cli\u003eTeam Members\u003c\/li\u003e\n\u003cli\u003eCommunication Exercise\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Twelve: Creating a Viable Schedule\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eCreating a Schedule\u003c\/li\u003e\n\u003cli\u003eCommon Scheduling Problems\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Thirteen: Updating and Monitoring the Schedule\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSchedule Updates\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Effective Planning and Scheduling\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41822137680050,"sku":"VS-038","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260648292700,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260648325468,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/EffectivePlanningandScheduling.png?v=1649032463"},{"product_id":"encouraging-sustainability-and-social-responsibility-in-business","title":"Sustainability and Social Responsibility in Business","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Sustainability and Social Responsibility in Business.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eToday’s consumers have access to a wider range of information than ever, and they use that information to check up on the companies and organizations that they support. This means that there is more pressure on businesses than ever to be socially responsible.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Sustainability and Social Responsibility in Business.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eToday’s consumers have access to a wider range of information than ever, and they use that information to check up on the companies and organizations that they support. This means that there is more pressure on businesses than ever to be socially responsible.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis course covers all the elements of corporate social responsibility, including environmental awareness, human rights, labor standards, ethics, organization governance, and operating practices. Program implementation strategies and business case information is also included.\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: What is Corporate Social Responsibility?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eA Business Case for Corporate Social Responsibility\u003c\/li\u003e\n\u003cli\u003eFrame Your Business Case\u003c\/li\u003e\n\u003cli\u003eAbout the ISO 26000 Standards\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: Creating a Corporate Social Responsibility\u003c\/strong\u003e \u003cstrong\u003eProgram\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSetting Up the Project Vision\u003c\/li\u003e\n\u003cli\u003eCreating the Project Plan\u003c\/li\u003e\n\u003cli\u003eEngaging Stakeholders and Employees\u003c\/li\u003e\n\u003cli\u003eImplementation Tips\u003c\/li\u003e\n\u003cli\u003eMeasuring, Reporting, and Revising\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: Corporate Social Responsibility Principles\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eDue Diligence\u003c\/li\u003e\n\u003cli\u003eProtecting Human Rights\u003c\/li\u003e\n\u003cli\u003eOrganizational Governance and Ethics\u003c\/li\u003e\n\u003cli\u003eOperating Practices\u003c\/li\u003e\n\u003cli\u003eHuman Rights and Labor Practices\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Environmental Awareness and Sustainability\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eCreating Community\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003cli\u003eConsumer Issues\u003c\/li\u003e\n\u003cli\u003eCommunity Involvement\u003c\/li\u003e\n\u003cli\u003eReview the List\u003c\/li\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Sustainability and Social Responsibility in Business\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41822141612210,"sku":"VS-039","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260648358236,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260648391004,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/EncouragingSustainabilityandSocialResponsibilityinBusiness.png?v=1649032712"},{"product_id":"english-as-a-second-language-a-workplace-communications-primer","title":"English as a Second Language: A Workplace Communications Primer","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in English as a Second Language: A Workplace Communications Primer.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThis course designed to improve the ability of employees, particularly those whose second language is English, to avoid negativity and gain cooperation through positive, plain, and professional communications.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in English as a Second Language: A Workplace Communications Primer.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eThis course designed to improve the ability of employees, particularly those whose second language is English, to avoid negativity and gain cooperation through positive, plain, and professional communications.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eNot only that, this course covers tone as well as literal meaning, while engaged in face-to-face conversations, on the phone, sending emails or videoconferencing. Word choices and how to put them together is covered in detail.\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eLearning Objectives\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: Self Awareness – Skills of Self and Others\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSkills, influences and environment\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: Words and Positive Workplace Culture\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eLanguage in the Workplace\u003c\/li\u003e\n\u003cli\u003eThe Tone of the Message\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: Productive Conversations\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eProductive Conversations\u003c\/li\u003e\n\u003cli\u003eDefining Emotional Intelligence\u003c\/li\u003e\n\u003cli\u003eProductive Word Choices\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Telephone\/Videoconferencing\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eReview\u003c\/li\u003e\n\u003cli\u003eTelephone\/Videoconferencing\u003c\/li\u003e\n\u003cli\u003eTelephone\u003c\/li\u003e\n\u003cli\u003eVideoconferencing\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Six: Wordsmith’s Toolbox\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBones of good writing\u003c\/li\u003e\n\u003cli\u003eParts of Speech\u003c\/li\u003e\n\u003cli\u003eFrom Words to Sentences\u003c\/li\u003e\n\u003cli\u003ePunctuation\u003c\/li\u003e\n\u003cli\u003eGrammar Guidelines\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seven: Putting Words to Work\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eGood Communications\u003c\/li\u003e\n\u003cli\u003eIngredients of an Effective Email\u003c\/li\u003e\n\u003cli\u003eIngredients of a Good Proposal\u003c\/li\u003e\n\u003cli\u003eSelling your Brand and Ideas\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eight: Individual Action Planning\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSetting your Intention\u003c\/li\u003e\n\u003cli\u003eDecision Wheel Method\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003eCourse Evaluation\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; English as a Second Language: A Workplace Communications Primer\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41822143250610,"sku":"VS-040","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260648456540,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260648489308,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/EnglishasaSecondLanguageAWorkplaceCommunicationsPrimer.png?v=1649032956"},{"product_id":"fostering-innovation","title":"Fostering Innovation","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Fostering Innovation.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eFostering innovation is one of the most important ways to help your organization succeed in today’s business world.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Fostering Innovation.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eFostering innovation is one of the most important ways to help your organization succeed in today’s business world.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eThis course will help you understand:\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eessential elements of fostering innovation in the workplace.\u003c\/li\u003e\n\u003cli\u003ethe ways to create an innovative workspace,\u003c\/li\u003e\n\u003cli\u003ekey traits associated with innovative leaders in the workplace,\u003c\/li\u003e\n\u003cli\u003especific processes and workflows that can be implemented to help their entire team become innovative thinkers.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eCourse Overview\u003c\/li\u003e\n\u003cli\u003eLearning Objectives\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: Creating an Innovative Environment\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat Does Fostering Innovation Mean?\u003c\/li\u003e\n\u003cli\u003eCreating an Innovative Environment\u003c\/li\u003e\n\u003cli\u003eImplementing Innovation in the Workplace\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: Who Is Doing It Well?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eCase Study: Google\u003c\/li\u003e\n\u003cli\u003eThe Best Business Activity\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: A Leader’s Role in Innovation\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat Does an Innovative Leader Look Like?\u003c\/li\u003e\n\u003cli\u003eHow to Be a Great Leader Activity\u003c\/li\u003e\n\u003cli\u003ePre-Assignment Review\u003c\/li\u003e\n\u003cli\u003eAre You an Innovative Leader?\u003c\/li\u003e\n\u003cli\u003eCreating Employee Engagement\u003c\/li\u003e\n\u003cli\u003eHow to Get Employees Involved\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Systems and Processes for Innovation\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSystems and Processes\u003c\/li\u003e\n\u003cli\u003eTypes of Processes that Lead to Innovation\u003c\/li\u003e\n\u003cli\u003eHiring the Best\u003c\/li\u003e\n\u003cli\u003eCreative Interviewing Activity\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Six: Is it Okay to Fail?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eFailure in Innovation\u003c\/li\u003e\n\u003cli\u003eShaping a New Mindset\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seven: Innovation and Teams\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eIs Innovation a Team Sport?\u003c\/li\u003e\n\u003cli\u003eDiverse Teams\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eight: What Happens When You Foster Innovation\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBringing it All Together\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Fostering Innovation\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41822144823474,"sku":"VS-042","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260648587612,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260648620380,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/FosteringInnovation.png?v=1649033183"},{"product_id":"skills-you-need-for-workplace-success","title":"Skills You Need for Workplace Success","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Skills You Need for Workplace Success.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eA number of studies identify the key skills that workers need to be successful in the workplace. Eight of the most commonly identified skills are: Being a Productive Team Member, Flexibility, Problem Solving, Resourcefulness, Giving and Receiving Feedback, Self-Confidence, Creative Thinking and Emotional Intelligence. These skills can be enhanced through training.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Skills You Need for Workplace Success.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eA number of studies identify the key skills that workers need to be successful in the workplace. Eight of the most commonly identified skills are: Being a Productive Team Member, Flexibility, Problem Solving, Resourcefulness, Giving and Receiving Feedback, Self-Confidence, Creative Thinking and Emotional Intelligence. These skills can be enhanced through training.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eSessions in this course give students the grounding they need in a range of skills that have been identified as being vital to workplace success.\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: Being a Team Player\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eTeam Member Roles and Responsibilities\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: Flexibility\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eChange Exercise\u003c\/li\u003e\n\u003cli\u003eChange Tolerance\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: Problem Solving\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat is a Problem?\u003c\/li\u003e\n\u003cli\u003eEight Essentials to Defining a Problem\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Resourcefulness\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eSelf-Fulfilling Prophecy\u003c\/li\u003e\n\u003cli\u003eCharacteristics of Resourcefulness\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Six: Feedback\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eGiving and Receiving Feedback\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seven: Self-Confidence\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat does Self-Confidence Look Like?\u003c\/li\u003e\n\u003cli\u003eBuilding Self-Confidence\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eight: Creative Thinking\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eMethods for Creative Thinking\u003c\/li\u003e\n\u003cli\u003eOther Methods\u003c\/li\u003e\n\u003cli\u003eCreative Thinking Exercise\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Nine: Emotional Intelligence\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eHistory of Social and Emotional Intelligence\u003c\/li\u003e\n\u003cli\u003eDefining Social and Emotional Intelligence\u003c\/li\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Skills You Need for Workplace Success\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41826338406578,"sku":"VS-111","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260653601116,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260653633884,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SkillsYouNeedforWorkplaceSuccess.png?v=1649135857"},{"product_id":"working-smarter-using-technology-to-your-advantage","title":"Using Technology to Your Advantage","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Using Technology to Your Advantage.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eTechnology is an extremely useful asset to any workplace, but the duality is that it can also stand in the way of productivity if not managed effectively. This course will guide participants to a better understanding of workplace technology issues, and best practices, including how to coordinate tools and gadgets to ensure that they enhance our productivity and help us get things done.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Using Technology to Your Advantage.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cspan\u003eTechnology is an extremely useful asset to any workplace, but the duality is that it can also stand in the way of productivity if not managed effectively. This course will guide participants to a better understanding of workplace technology issues, and best practices, including how to coordinate tools and gadgets to ensure that they enhance our productivity and help us get things done.\u003c\/span\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp\u003e\u003cu\u003e\u003cstrong\u003eCourse Topics:\u003c\/strong\u003e\u003c\/u\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Two: Making Your Company a Technology-Friendly Place\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eAcme Consulting, Part One\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Three: Conquering Computers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Four: Communicating with the IT Department\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Five: Choosing Software Wisely\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eThe Three-Step Process\u003c\/li\u003e\n\u003cli\u003eAcme Consulting, Part Two\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Six: Technical Training\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eTypes of Training\u003c\/li\u003e\n\u003cli\u003eTraining Tips\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seven: Setting an IT Budget\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBudget Basics\u003c\/li\u003e\n\u003cli\u003eThe Shrinking Budget\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eight: Security and Privacy\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eAn Employee’s Rights\u003c\/li\u003e\n\u003cli\u003eDoing Your Part\u003c\/li\u003e\n\u003cli\u003eAn Employer’s Rights\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Nine: Uncontrolled vs. Controlled Networks\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Ten: Ergonomics\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat is Ergonomics?\u003c\/li\u003e\n\u003cli\u003eStretch!\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eleven: System Usage Policies\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat is a System Usage Policy?\u003c\/li\u003e\n\u003cli\u003eSample Internet, E-Mail, and Computer Usage Policy\u003c\/li\u003e\n\u003cli\u003eAcme Consulting, Part Three\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Twelve: Taking Care of Company Property\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eBasic Rules of Etiquette\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Thirteen: Time-Saving Tools\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eE-Mail Applications\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003cli\u003eE-Mail Etiquette\u003c\/li\u003e\n\u003cli\u003eScheduling Applications\u003c\/li\u003e\n\u003cli\u003eContact Management Applications\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Fourteen: Telephone Etiquette\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Fifteen: Instant Messaging\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eInstant Messaging Etiquette\u003c\/li\u003e\n\u003cli\u003eUnderstanding Acronyms\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Sixteen: Telecommuting\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eWhat is Telecommuting?\u003c\/li\u003e\n\u003cli\u003ePreparing for Telecommuting\u003c\/li\u003e\n\u003cli\u003eTo Telecommute or Not to Telecommute\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSession Seventeen: Workplace Rage\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Eighteen: It’s Not Working!\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSession Nineteen: A Policies and Procedures Checklist\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eRecommended Reading List\u003c\/li\u003e\n\u003cli\u003ePersonal Action Plan\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Using Technology to Your Advantage\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":41826654027954,"sku":"VS-130","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260654911836,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260654944604,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/WorkingSmarterUsingTechnologytoYourAdvantage.png?v=1649140326"},{"product_id":"critical-elements-of-customer-service","title":"Critical Elements of Customer Service","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Critical Elements of Customer Service.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWhile many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Critical Elements of Customer Service.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eStudy time:\u003c\/strong\u003e approximately 2 hours.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWhile many companies promise to deliver an incredible customer experience, some are better at supplying this than others. This course is designed around six critical elements of customer service that, when a company truly embraces them, bring customers back to experience service that outdoes the competition.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eAfter you complete this course, you will be able to:\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eUnderstand what a customer service approach is\u003c\/li\u003e\n\u003cli\u003eUnderstand how your own behavior affects the behavior of others\u003c\/li\u003e\n\u003cli\u003eDemonstrate confidence and skill as a problem solver\u003c\/li\u003e\n\u003cli\u003eApply techniques to deal with difficult customers\u003c\/li\u003e\n\u003cli\u003eKnow how to provide excellent customer service\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003e\u003cu\u003eCourse Topics:\u003c\/u\u003e\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession One: Course Overview\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eLearning Objectives \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Two: What is Customer Service?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Customer Service?\u003c\/li\u003e\n\u003cli\u003eWho Are Your Customers?\u003c\/li\u003e\n\u003cli\u003eMeeting Expectations\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Four: Setting Goals\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCreating a Personal Values Statement\u003c\/li\u003e\n\u003cli\u003eStep One: Identify Your Values\u003c\/li\u003e\n\u003cli\u003eStep Two: Define Your Values\u003c\/li\u003e\n\u003cli\u003eStep Three: Put It All Together\u003c\/li\u003e\n\u003cli\u003eIdentifying and Setting Goals\u003c\/li\u003e\n\u003cli\u003eIdentifying Your Goals\u003c\/li\u003e\n\u003cli\u003eOur Values Statement\u003c\/li\u003e\n\u003cli\u003eWhat is a SMART Goal?\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part One\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Two\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Three\u003c\/li\u003e\n\u003cli\u003eHow to Create a SMART Goal Statement, Part Four\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e \u003cstrong\u003eSession Five: The Critical Elements of Customer Service\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSix Elements of Customer Service\u003c\/li\u003e\n\u003cli\u003eThe First Critical Element – A Focus on Customer Service\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Six: The Second Critical Element – Procedures\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat are Our Standards?\u003c\/li\u003e\n\u003cli\u003eDrafting Standards\u003c\/li\u003e\n\u003cli\u003eMaking Connections\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Seven: The Third Critical Element – Culture\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat Do You Think?\u003c\/li\u003e\n\u003cli\u003eCreating a Customer Service Culture\u003c\/li\u003e\n\u003cli\u003eQuiz\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Eight: The Fourth Critical Element – Problem-Solving\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eSeven Steps to Customer Problem Solving\u003c\/li\u003e\n\u003cli\u003eMaking Connections, Part One\u003c\/li\u003e\n\u003cli\u003eMaking Connections, Part Two\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Nine: The Fifth Critical Element – Measurement\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTools to Use\u003c\/li\u003e\n\u003cli\u003eMeasurement in Practice\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Ten: The Sixth Critical Element – Reinforcement\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eReinforcement Techniques\u003c\/li\u003e\n\u003cli\u003eDeveloping and Maintaining Relationships\u003c\/li\u003e\n\u003cli\u003eRecognizing the Power of Your Behavior\u003c\/li\u003e\n\u003cli\u003eLikeability Works\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Eleven: Communication Skills\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eDefining Communication, Part One\u003c\/li\u003e\n\u003cli\u003eDefining Communication, Part Two\u003c\/li\u003e\n\u003cli\u003eBody Language Basics\u003c\/li\u003e\n\u003cli\u003eVoice\u003c\/li\u003e\n\u003cli\u003eAsking Questions, Part One\u003c\/li\u003e\n\u003cli\u003eAsking Questions, Part Two\u003c\/li\u003e\n\u003cli\u003eEmpathy\u003c\/li\u003e\n\u003cli\u003eDangerous Misconceptions\u003c\/li\u003e\n\u003cli\u003ePower Talk\u003c\/li\u003e\n\u003cli\u003eHow to Feel Powerful in Your Position\u003c\/li\u003e\n\u003cli\u003eBasics of Good Communication\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Twelve: Telephone Techniques\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eTelephone Basics\u003c\/li\u003e\n\u003cli\u003eHandling Everyday Requests\u003c\/li\u003e\n\u003cli\u003eTaking a Message\u003c\/li\u003e\n\u003cli\u003eTips and Tricks\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Thirteen: Dealing With Difficult Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eReducing Conflict\u003c\/li\u003e\n\u003cli\u003eWhen Discussions Degenerate into Conflict, Part One\u003c\/li\u003e\n\u003cli\u003eWhen Discussions Degenerate into Conflict, Part Two\u003c\/li\u003e\n\u003cli\u003eCaller Behavior\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Fourteen: Dealing With Challenges Assertively\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAn Assertiveness Model, Part One\u003c\/li\u003e\n\u003cli\u003eAn Assertiveness Model, Part Two\u003c\/li\u003e\n\u003cli\u003eAn Assertiveness Model Example\u003c\/li\u003e\n\u003cli\u003eDealing With Challenges\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Fifteen: Dealing With Difficult People\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eGetting to the Heart of the Matter\u003c\/li\u003e\n\u003cli\u003eWhat is Missing? Part One\u003c\/li\u003e\n\u003cli\u003eWhat is Missing? Part Two\u003c\/li\u003e\n\u003cli\u003eThe Three F’s\u003c\/li\u003e\n\u003cli\u003eServing Difficult People\u003c\/li\u003e\n\u003cli\u003eThe Recovery Process\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Sixteen: Reflective Practice\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eConducting a Reflection, Part One\u003c\/li\u003e\n\u003cli\u003eConducting a Reflection, Part Two\u003c\/li\u003e\n\u003cli\u003eConducting a Reflection, Part Three\u003c\/li\u003e\n\u003cli\u003eReflections, Part One\u003c\/li\u003e\n\u003cli\u003eReflections, Part Two\u003c\/li\u003e\n\u003cli\u003eReflections, Part Three\u003c\/li\u003e\n\u003cli\u003eReflective Diary\u003c\/li\u003e\n\u003cli\u003eReflective Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eSession Seventeen: Dealing With Stress\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAbout Stress\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cform novalidate=\"novalidate\" class=\"form-horizational ng-pristine ng-valid\" action=\"https:\/\/ebsi.learnupon.com\/courses\/3002371\/details\" name=\"course_form\" method=\"post\" post-form-no-ajax=\"\"\u003e\n\u003cdiv class=\"card\"\u003e\n\u003csection\u003e\n\u003cdiv class=\"ng-scope\" ng-if=\"!!course.objectives\"\u003e\n\u003cdiv class=\"ck-editor-content ng-binding\" trust=\"\" bind-html-compile=\"course.objectives\"\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/section\u003e\n\u003c\/div\u003e\n\u003c\/form\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003cul class=\"ng-scope\"\u003e\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Critical Elements of Customer Service\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":42926787854514,"sku":"VS-145","price":40.0,"currency_code":"EUR","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260655894876,"sku":null,"price":175.0,"currency_code":"EUR","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260655927644,"sku":null,"price":300.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/CriticalElementsofCustomerService.png?v=1677550053"}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/collections\/Workplace-Essentials.png?v=1793263020","url":"https:\/\/www.ebsiamericas.com\/collections\/workplace-essentials.oembed","provider":"eBSI Export Academy","version":"1.0","type":"link"}