Free Learning and Development - Complete Courses

We've trawled the internet for you, finding some of the best free complete courses available today. The links take you directly to the course providers' websites, as content changes as courses start and finish. Most courses do not offer a recognised qualification, though some providers do offer a certificate to show completion, and some offer accreditation for a small fee. Each link will open in a new tab.

Featured Courses - prepare for working in a Contact Centre - click the arrows to open and close

Produced by BusinessPotential, thanks to much help from international contributors.

Conversations are all about moving messages between people. Effective conversations have balance. They don't feel strained. Both parties feel included and valued. Neither party feels locked out or their views ignored.

In this course, we'll discuss how to achieve that balance in every conversation. You'll learn about:

  1. The conversation Cycle
  2. Acknowledging
  3. Active Listening
  4. Effective Questioning
  5. Demonstrating empathy.

All of our expertly devised courses are completely free, so there is nothing stopping you from getting onto this courses right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

In this short elearn, we will explore the art and science of rapport, and what it's like to be in rapport with another person. You will:

  1. Understand the components that carry your message to another person and the techniques to optimise them
Begin to understand your own natural rapport language Understand how to recognise and adapt to the language preferences of others Understand unintended conversations vias, and how to remove them from our conversations Explore rapport building techniques of pacing, mirroring and matching.

There is nothing stopping you from getting on this course right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

In this short module, you'll develop a deep understanding of how language can be interpreted by people in different ways. You'll learn:

  1. Why we don't always process communications in the way they were intended
  2. How to create communications that will be processed in the way they were intended
  3. How to use positive language to influence others
  4. How to identify your own language habits and choose to optimise them
  5. Create clear and positive dialogue in every conversation

There is nothing stopping you from getting on this course right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

We've all been in conversations that got out of control. A person says something that annoys the other, so they respond, maybe with something a little hurtful or dismissive. That really annoys the first person, who immediately retorts with a statement, judgement or accusation that is designed to hurt.

And so on. These are conversations that work for no-one and usually get nowhere other than two stresses and annoyed people.

It doesn't have to be that way. In this short module, we'll explore four simple models that allow you to break the escalation link, keep your intent pure, and achieve the best outcome for both parties. We'll explore:

  1. The Behaviour Continuum
  2. The Guardian Model
  3. Ego and Communication
  4. Conversational Safety Nets.

There is nothing stopping you from getting on this course right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

This course will provide you with an introduction to the role of People Leader within your organisation. It's particularly relevant to people leaders working within their business's Customer Contact Centre.

The first of a number of elearn modules, in this module you will:

  1. Understand the key purpose and role of People Leader in the Contact Centre
  2. Begin to define the most appropriate working culture that supports to aims and objectives of the organisation while engaging with every individual team member
  3. Develop a consistent leadership approach with flexibility to address any situation effectively.

There is nothing stopping you from getting on the management track right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

The role of a People Leader is to support the individuals and team, while getting the job done. In a nutshell, those are the critical elements of any managerial role. Remember Adair's "Action-Centred Leadership" model from Module 1, and how we need to achieve a balance between all three elements of leadership.

"Getting the job done" though, requires us to examine, analyse and understand, how our people are actually performing, and what reasons there could be for lower (or higher) performance with individuals within your team. It's also challenging continuous improvement. The fact is, (and we'll say this again and again), today's "WOW" is tomorrow's expectation!

In this module, we'll introduce you to your new team! Well, in this case, it's a virtual team, one we made up - each with their own story, their own background, their own likes, dislikes, attitudes, motivation and performance. You'll be creating performance action plans for the people in this virtual team, then prioritising your activities, so you are likely to make the biggest impact quickly.

In this module, then, you'll

  1. Connect the dots between the motive of your organisation to serve and the motive - and motivation - of your customer to do business
  2. Understand the key performance areas in which you can really drive performance in your team
  3. Be able to identify your team outliers, and create realistic KPI targets
  4. Identify - and work with - your Real Time Management Tool Kit
  5. Understand SMART goal setting
  6. Create performance action plans, and a powerful briefing template that will keep your team engaged.

In addition, we'll explore the opportunities for discussing and challenging performance, and how to optimise these opportunities, including your team briefings, buzz sessions and daily "stand up" planning sessions. any situation effectively. There is nothing stopping you from getting on the management track right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

This module - one of the series designed to develop new managers in a customer Contact Centre - is based around people. Organisations always say that people are their most important asset, but don't often give them the focus that treats them like unique individuals.

This module is about leading performance, though it's about understanding your people. By the end of this module, you will:

  1. Understand the different management approaches you need to consider for different types of people
  2. Understand how change is perceived by different people types
  3. Have the tools to develop a motivation strategy that addresses the motivational triggers of every individual in your team
  4. Create a strategy for developing your team to be a high-performing team.

There is nothing stopping you from getting on the management track right now! Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

One of the most important responsibilities of a people leader is around developing their people. You will have regular interventions, one to ones, coaching sessions and team briefings within your operational "operating rhythm" - all of which give you the opportunity to stimulate growth and improvement in your team, while underpinning the strategy for continuous customer improvement.

In this module, we'll explore techniques for developing your people through structured and unstructured coaching, and at the end of this, you will:

  1. Understand how to develop and maintain a coaching culture within the Contact Centre
  2. Understand feedback approaches for both Internal and external validators
  3. Work with the GROW model of coaching
  4. Begin to formulate detailed performance and coaching aids for the people in your team.

There is nothing stopping you from getting on the management track right now! Get Started.

From Alison. ‘Management’ is a huge subject that covers so many aspects of different jobs across multiple industries. You can ‘manage’ staff, projects, supply chains, warehouses, inventory - the list is endless. With this in mind, Alison has sourced the widest range of online management courses possible so that you can choose exactly what is right for you. Perhaps you want to go into hotel management, or manage quality control for a manufacturer. Maybe you’re keen on operations management or human resources management. Whatever it is, we’re bound to have a course for you.

All of our expertly devised courses are completely free, from creating your account to completing your work. This means you can do as many management modules as you like, building your knowledge and skills to help foster your career. If you need to prove your qualifications, Alison will provide an official certificate for a nominal fee. There is nothing stopping you from getting on the management track right now! Get Started.

This free course, Effective communication in the workplace, explores the importance of communication as a skill in the workplace. It aims to increase your understanding of communication skills and to help you to consider how your communication could be perceived by others. You'll cover areas such as verbal and non-verbal communication, written communication and using your communication skills in challenging and diverse situations. You'll also look at possible scenarios for communication in the future, ranging from remote working to virtual reality.

After studying this course, you should be able to -

  • describe different types of communication and how they are used in the workplace
  • recognise the skills required for effective communication
  • understand the impact that communication can have on how people are perceived by others
  • identify how effective communication can overcome challenges in the workplace
  • reflect on current personal communication skills and how these can be developed and used more successfully.

Get Started.

Produced by BusinessPotential, thanks to much help from international contributors.

This course will help you identify your personal Values. Practicing your core Values infuses work with a greater sense of purpose.

Knowing your Values empowers you to make career choices that align with your authentic self. And showing up as your authentic self is key to feeling more confident, passionate, and invested at work.

There is nothing stopping you from taking this course right now! Get Started.

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