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Explore a wide range of accredited courses recognized globally
Note: you get 3 chances to achieve a pass on each module. If you fail a module
more than 3 times you will have to contact your eLearning provider or business
admin to arrange a module reset (unlock). A maximum of 3 module resets per
Customer Service
CPD Approved
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
But how is this done?
How do you ensure it’s consistent across your business?
What are the benefits of delivering great customer service?
This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.
Course Module
Pass 70% Required for certification
1 About the Course
2 What is Customer Service
3 The Goals of Great Customer Service
4 Discovering and Understanding CustomerNeeds
5 Delivering Maximum Levels of Customer Service
6 Making Customers Feel Great From the Start
7 Communication Skills
8 Non-verbal Communication and Body Language
9 Dealing with Customer Complaints
10. Quiz . Reflect what you have learnt.
Duration: 75 minutes
(Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions)
System Requirements
• Browser: Up to date web browser
• Video: Up to date video drivers
• Memory: 1Gb+ RAM • Download Speed: Broadband (3Mb+)
Duration: 75 minutes
(Note: This is based on the amount of video content shown and is rounded off.
It does not account in any way for loading time or thinking time on the questions).
Conflict Resolution in the Workplace
CPD, IIRSM & Institute of Hospitality Approved
Course Description
The Confederation of British Industry estimates that the cost of workplace conflict is around £33
Billion each year. It also estimates that up to 20% of leaders time is spent dealing with conflict and
then there are the intangible costs such as reduction in loyalty, commitment, motivation, teamwork
and morale.
This course starts by explaining what constitutes conflict in the workplace before moving on to look at some of the most common causes and the effects this can have on the workforce.
It covers the stages and build up to a workplace conflict and contains several extensive modules that
outline conflict resolution techniques that can be applied at any stage of this build up.
As well as the negative impacts of conflict the course also explores how effective management of
conflict can result in positive outcomes in the workplace. These can be the development of shared
ideas, the ability to reach compromises through increased trust and creating an environment where
differences of opinion are celebrated and considered rather than shut down.
Target Audience
This course is aimed at supervisors and managers that want to develop effective conflict resolution
methods. The course can be a great starting point for people new to their leadership role as well as
more established managers that want to enhance their skills. This acts as a great introduction to the
subject and covers the key concepts and theories relating to conflict management.
This course can be sold to individuals who are doing the training for themselves or it can be pitched
to businesses who might want to put all of their first line management team through the training, so
they are all work in the same way and have the same skill set.
Advantages
Left unmanaged workplace conflict can be damaging to relationships, team morale and ultimately the company’s bottom line. Having a knowledge of effective conflict resolution techniques and strategies and taking a proactive approach to resolving issues will lead to a better work environment and more effective teams.
CPD approval means that this course can be used by those that need to prove they are continually developing themselves.
Online training is flexible, efficient and cost-effective, so candidates can progress through the modules at their own pace, in their own time, making it easy to fit the training around their work
and personal life.
CPD, IIRSM & ILM Approved
Course Description
Developing Teamwork is all about building stronger relationships within your team by getting to know each other better and creating the foundations for an exceptionally high performing group of people.
This course explains in detail what team working is and covers some of the basic principles for putting together a group of people who will work well together. It then goes on to cover conflict within teams, explaining some of the reasons conflict occurs and some strategies for managing it. Then finishes off by exploring some of the different styles of management behaviour and how to develop a resilient team
Target Audience
Our Developing Teamwork course can be a great starting point for new managers or those that just want to enhance their management skills. This acts as a great introduction to the subject and covers the key concepts and theories around establishing and maintaining effective, resilient teams.
This course can be sold to individuals who are doing the training for themselves or it can be pitched to businesses who might want to put all of their first line management team through the training, so they are all work in the same way and have the same skill set.
Advantages
CPD approval means that this course can be used by those that need to prove they are continually developing themselves.
ILM approval means that candidates that complete this course can contact us to arrange for an ILM certificate to be provided. This does have an additional cost associated with it but they get a recognised management qualification.
Online training is flexible, efficient and cost effective meaning the candidate can progress through
the modules at their own pace and in their own time, so they can fit the training in around their
work and personal life
Course Module
Module Pass 70% Required
Developing Teamwork Modules
1 What is Team Working?
2 Conflict
3 Management Behaviour
4 Resilience
5 Quiz ,Knowledge check
Further Progression
For candidates that want to add more qualifications to their CV our Leadership Skills course is also ILM approved and can provide them with another recognised management qualification. For candidates new to management roles Managing Meetings would be a great next step although working through any of our range of Business Skills courses would be valuable For candidates specifically interested in developing resilient teams and maintaining employee engagement our Introduction to Emotional Intelligence course goes hand in hand with this one as part of our Emotional Intelligence category.
Effective Delegation
CPD Approved
Effective delegation is an essential skill to learn if you want to be an effective manager. After all, the best managers don’t strive to be super-heroes. Instead, they are exceptional at picking good people to do what they need to have done, and then letting them get on with it.
However delegating effectively can be difficult. It means identifying the right tasks to delegate, overcoming barriers to delegation and taking the time to delegate properly so that everyone knows what they’re expected to do and by when. When it’s done right the benefits are numerous and improve the working lives of everyone involved from the managers to the staff and it has wide ranging benefits to the organisation as a whole.
This course will start with the essentials – defining exactly what we mean by delegation and why it’s so important. It then goes into details about, the elements of delegation, overcoming the barriers to delegation, how you can choose which tasks to delegate and who to the process of delegation and much more.
Course Module
Course Duration: 110 minutes (Note: This is based on the amount of video content shown and is rounded off. It does not account in any way for loading time or thinking time on the questions).
Module Pass 70% Required
Effective Delegation Modules
1 The course structure
2 What is delegation, and why is it so important?
3 Elements of delegation
4 The benefits of delegation
5 Overcoming the barriers to delegation
6 Choosing what to delegate
7 Who you should delegate to
8 The process of delegation
9 Completion, follow-up and evaluation
Recommended System Requirements • Browser: Up to date web browser • Video: Up to date video drivers • Memory: 1Gb+ RAM • Download Speed: Broadband (3Mb+)
Cyber Security
CPD & IIRSM Approved
Course Description
Employees, managers and directors should all have a good understanding of the threat posed by
cyber-attacks and the importance of guarding against data breaches.
This short course will explain why cyber attacks and data breaches happen and provide practical
advice on how to set up effective defences.
First, the course will identify potential ‘cyber threat actors’ who initiate cybercrime, along with
looking at the main motivations behind cyber-attacks on individuals and organisations.
On a more practical level, you’ll learn how to recognise and deal effectively with phishing attempts.
The course will highlight the importance of keeping passwords secure and cover security for devices,
such as smartphones, laptops, tablets or desktop computers.
You’ll learn how to report a suspected cyber attack, and what to do if you genuinely make a mistake.
Finally, we’ll underline the importance of cooperation and show how working closely together helps
overcome a wide range of cybersecurity issues.
Target Audience
The course is aimed at employees at all levels of an organisation as it provides an overview of some of the most common cyber security threats encountered in business
Learning Objectives
By the end of this course, you will be able to:
• Understand what Cyber Attacks are and why data breaches happen.
• Identify those who commit cyber threats, their motivations and understand why you or your organisation could be a potential target.
• Recognise ‘red flags’ so that you can effectively combat threats to your cyber security and define potential methods of defence.
• Understand what makes you vulnerable inside and outside the workplace and what to do if a mistake happens
Duration: 30 minutes (Note: This is based on the amount of video content shown and is rounded off.
Module Pass 70% required for certification
Course Module
1 Cyber Security – An Overview
2 Combating Cyber Attacks
Recommended System Requirements
• Browser: Up to date web browser
• Video: Up to date video drivers
• Memory: 1Gb+ RAM
• Download Speed: Broadband (3Mb+)
