Introduction to the course series
Communication Skills
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First Course - Communication Skills
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Communication skills questions
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Exercise #1 - Draw with me (2:21)
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Compare your drawing to this picture
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Drawing exercise with visuals (2:28)
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Effective or Efficient communication
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Effective communication
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Personalities types communicate differently
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Communication Styles
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Exercise #2 - Adapting to communication styles quiz
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Understand, Identify, Adapt
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Influence communication success - formal conversations
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Setting Goals
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Achieve the Goals
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Interactions during communication
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Emotional Intelligence Assessment
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Relationship management and communication
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Exercise #3 - Communication when emotions are high (2:35)
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Communication - emotional response solutions (3:39)
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Summary of Course
Conflict Resolution
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Second Course - Conflict Resolution
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Definition of conflict
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Viewpoints
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How we see things video (3:47)
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Emotional Intelligence Personal and Social Competence
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Personal Competence and Control
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Exercise #1 Concern or Control
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Self-awareness Communication styles during conflict
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Communication styles and self-management
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Exercise #2 - Personality Identification
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Personality Assessment
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Personalities summarized
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Approaches to conflict
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Exercise #3 -Changing attitude from reactive to proactive - choices assessment
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Maintaining relationships
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Exercise #4 - Bank account scenarios
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Relationship management and bank account summarized
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Summary of Conflict Resolution
Diversity and Inclusion
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Third Course - Diversity and Inclusion
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Define diversity in the workplace
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Making people diverse
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Exercise 1
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Diversity Introduction Video (3:29)
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Diversity in organizations
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Exercise #2
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Not good, better, best
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Exercise #3
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Diversity vs. Diversity and Inclusion
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Inclusion video (3:27)
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Summary of Diversity and Inclusion
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PowerPoint Presentation from Live Session
Unconscious Bias
Sexual Harassment Prevention
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Fifth Course - Sexual Harassment Prevention
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What is sexual harassment?
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Definition of sexual harassment (4:06)
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EEOC statistics
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Recent costs to employers examples
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Knowledge check
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Types of sexual harassment claims (2:30)
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Sexual harassment identification exercise
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Sexual harassment vs. non-sexual harassment actions (3:01)
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Steps to prevent sexual harassment (5:35)
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Sexual Harassment - Incident Steps for Employees (5:37)
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Congratulations
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Post quiz for sexual harassment prevention course
Customer Service
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Sixth Course - Customer Service
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Your customer service viewpoints
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Poor, Good, Exceptional Customer Service Assessment
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Define exceptional customer service
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Building Trust
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Understanding customer service personality types.
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Exercise #2 - Saying no
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Meeting the customer's expectations
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The Golden Rule
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Handling customer complaints
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Understanding your organization's culture
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What will you do?
Listening skills
Group follow-up exercises and downloads for course
