Self assessment is the foundation of career planning as it makes one aware of his/her strengths and weaknesses. It helps find out your areas of interests, your special skill-sets and accordingly plan a career.
Description: 30 minutes, covering:
What Are Personal Values (And Why Do They Matter)?
How to Define Your Personal Values
How to Prioritise Your Personal Values
How to Live Your Values With Integrity and Use Them to Make Decisions
How to Adapt and Change Your Values When Needed
Description: Simplify to focus your energy, break down large goals into small steps, manage your expectations, surround yourself with supportive people, ask for help & offer it, practce gratitude, get enough rest, celebrate achievements
Self-awareness is a critical tool to help you reach higher levels of job satisfaction, become a better leader, improve relationships with colleagues, and manage your emotions better. It’s also positively correlated with higher levels of overall happiness.
And yet, as one study estimates, only 10-15% of people are truly self-aware.
Luckily, self-awareness can be practiced and cultivated - it’s not a fixed trait.
Resource Type: Articles with a number of offered downloads
This free online course explores the necessity of personal development, how to go about it, and the important role that self-awareness plays.
With so many new skills, ideas, theories and concepts being introduced in our hectic, ever-changing work life, many of us are looking to develop our skills and knowledge in order to keep up. But how do you go about it? Where do you start?
Our free online course explores why personal development is necessary and how you go about starting. It also stresses the important role self-awareness plays in our personal development, as it allows us to understand ourselves and determine where we can develop. This course is especially useful for those who wish to begin, or improve, their personal development but are unsure where to start.
This course covers the following topics:
- Why do personal development planning?
- SMART objectives
- Action planning
- What is self-awareness and why is it important?
- Self-awareness theory
- How to apply self-awareness.
A self-printed certificate is available on completion of the course.
Description: Utilize an assertive style of communication, Respond instead of reacting to conflict, develop active listening skills, be motivated, maintain a positive attitude, practice self-awareness, Take critique well, empathize with others, utilize leadership skills, Be approachable and sociable
Description: Self-care is any activity that we do deliberately in order to take care of our mental, emotional, and physical health. Self Care leads to better productivity, improved resistance to diseases,enhanced self esteem, increased self knowledge
This course has been designed for current trainers who wish to sharpen their training skills and learn new and innovative techniques in training design, construction and delivery.
The program content is based on time-tested training principles including modules on: learning theory, setting objectives, design, delivery, use of visual aids, audience facilitation and evaluation methods. We have placed a great emphasis on the use of positive reinforcement to develop the skills needed to design and deliver quality training programmes.
By the end of this course you will feel both competent and confident in your training skills. It will allow you to:
Structure your training session
Run successful training sessions and great courses
This course is specifically designed to help trainers and subject matter experts to learn how to teach better.
The training principles discussed in the train the trainer course apply to delivery of all kinds of courses. They are not just limited to providing training on soft skills. The principles apply to teaching technical skills, software, management, arts and crafts.
The course is designed to accommodate the needs of people who are new to training as well as those who are experienced and have delivered courses in the past.
As the lessons progress forward, you will be introduced to more advanced training topics and get to examine your own training performance much more extensively.
“Train the Trainer” stands for a session, which is addressed to trainers who are willing to offer trainings to adults. It has a pedagogical background and participants will learn how to teach adults in a more effective way. The main purpose of the course is to improve the trainers’ capabilities to engage their audience. More specifically, by the end of the course, participants will be able to discover how adults learn and what motivates adult learners. Additionaly the participants will be able to design, prepare, and deliver training sessions. Best practice and proven training techniques, are key elements in order for the participants to develop effective communication skills. Lastly the participant will be able to manage and engage different audiences, improve standards of teaching and training by means of reflective practice.
discover how adults learn and what motivates adult learners
provide constructive and effective feedback to adult learners
design training sessions appropriate to the learner, resources and desired learning outcomes
prepare and deliver training sessions
practice proven training techniques
develop effective communication
manage and engage different audiences
improve standards of teaching and training by means of reflective practice
Description: Training Evaluation refers to the process of collecting outcomes needed to determine if training is effective. A training program should give following resulting changes: Reaction, Learning, Behaviour, Result
Description: Case Study, Games based training, Internship, Job Rotation, Job Shadowing, Lecture, Mentoring & Apprenticeship, Programmed Instruction, Role Modeling, Role Play, Simulation, Stimulus based training, Team training
Description: A number of templates for assessing training needs, including:
System Overview Instrument
Job List Instrument
Job Description Instrument
Task Inventory Instrument
Task Survey Instrument
Supervisor & Manager Training Survey
Task Selection Instrument
People, Data, Things Instrument
Task Performance Measure Instrument
Training Analysis Overview Report
Course Evaluation (Word document)
A guide for evaluation learning platforms.
Training Estimator Spreadsheet (MS Excel)
Lesson Plan Template (rtf)
Presentation Template (rtf)
Using PowerPoint (PowerPoint): A short slide show on using slides and other visual devices.
Various (count in hours) A comprehensive compendium of learning theories, teaching practices, design guides. This is the most comprehensive library of L&D resources on the internet. Contents from this page link alone include:
Instructional System Design Manual (ISD) — A complete guide to ISD or ADDIE method (analysis, design, develop, implement or delivery, and evaluation)
Instructional Design Framework — A framework for designing learning environments.
Agile Design: An Ethos for Creating Learning Platforms — Rapid instructional design for agile, blended learning
Extending Instructional System Design — How to move beyond ISD
Instructional Design — Includes difference between ISD (Instructional System Design) and ID (Instructional Design)
Cognitive Task Analysis in Instructional Design: Mapping the Performance A Table of Five Design Models: ADDIE, Design Thinking, Agile Design, System Thinking, and X Problem?
ADDIE Backwards Planning Model — An interactive map for using ADDIE to reach your performance and learning goals
Bloom's Taxonomy of Learning Domains
A guide to eLearning
Mapping Pedagogies in Learning/Instructional Design Media, Strategies, and Methods: Social Learning mLearning Informal and Formal Learning
Learner Self Assessments
Learning through Researching: Adaptive and Adoptive Learning Methods
Reflection and Learning
Learning and iPods/tablets
Two Dimensional Performance Modeling
A Trainer's Toolbox of Templates and Outline
Learning Organization Profile
Icebreakers, Reviewing, and Motivation Activities>/li>
History of Learning and Instructional Design: ISD Timeline — The growth of ISD ADDIE
Timeline — The growth of the ADDIE model
Contributors, Gurus, and Pioneers in the field of Learning Learning Statistics, Myths, and Benchmarking
Estimating Design Cost and Development Times
How to Stop Great Ideas
Left Brain, Right Brain Metaphor
The Exceptional Learner
What Does the "A" in KSA Really Mean (Knowledge, Skills, Attitude)?
Karl Popper's the Three Worlds of Knowledge
Examples of Instructional Design Activities
Using matched example/non-example pairs - Positive Reinforcement
Role Play - Counseling
Fishbowl - Appraisals
Self-reflection surveys and questionnaires for critical thinking.
A corporate management tool that helps evaluate work performance. These programs use various tools to create & measure goals, objectives and milestones and help people perform to the best of their abilities. This in turn helps companies reach their goals and perform optimally.
The website carries a number of useful articles on the subject of performance management and management by objective.
Description: Leadership Theory stidies qualities of good leaders based on various aspects:Persoanlity Traits, Environment, Decision making process etc. Leadership Styles include different leadership qualities : Coach, Visionary, Democratic, Beaurocratic, etc
What is it that makes some people excel in leadership roles? Leadership theories seek to explain how and why certain people become leaders. Such theories often focus on the characteristics of leaders, but some attempt to identify the behaviors that people can adopt to improve their own leadership abilities in different situations.
Early debates on the psychology of leadership often suggested that such skills were simply abilities that people were born with. In other words, these theories proposed that certain people were simply "born leaders." Some more recent theories propose that possessing certain traits may help make people nature leaders, but that experience and situational variables also play a critical role.
A very useful set of articles here that provide an overview, and more in-depth descriptions of these 8 key theories.
Description: Align employee goals with company golas,collaborate with employees to set goals, goals should be challenging but attainable, increase engagement with career discussions, monitor performances
A very useful and detailed article by Geir Darge, including some solid tips to ensure your performance improvement plans are effective and set your employees up for success, there are a few things to keep in mind.
How can you prepare an employee for a PIP and get them to take action?
Description: Quality Management is the act of overseeing activities and tasks need to maintain desired level of excellence. The process includes determining quality policy, creating and implementing quality planning and assurance, and qulaity control and quality improvement.TQM requires that all stakeholders in a business work together to improve process, products, services and the culture of the company itself.
Description: The purpose of a quality management system is to ensure every time a process is performed, the same information, methods, skills and controls are used and applied in a consistent manner. This ensure continuous improvement.
Contact Centres are complex places and there are many metrics that the average Contact Centre Agent will come across and be measured against. So why do we need them?
Let’s start with another more fundamental question… Why do we need Contact Centres?
The primary role of any Customer facing Contact centre is to provide a service to the customer and prospective customer base, to speed up their engagements with you and generally to make life so much easier for a customer, forget this at your peril. Your role as a Contact Centre Agent is to provide this ‘service’ to the customer. You are the Company as far as the customer is concerned and how you manage the engagement is the key factor in whether the customer has a good, bad or passive experience.
Leaders within your organisation need strategic KPI’s to ensure there is operational efficiency, budgets are met and to prove business cases for new initiatives and assess the impact of new initiatives and marketing campaigns etc. whilst balancing this with meeting the expectations of the customers. KPI’s also provide metrics for the contact Centre overall performance, highlight peaks and trends, whilst helping us to accurately forecast staffing levels.
Let’s look at some of the measures that are typically in place within contact centres.
First Contact Resolution (FCR)
FCR is a measure of how successful we are at resolving a customers query the first time they call us. In many contact centres this measure is considered amongst the most important as it results in higher customer satisfaction and lower repeat calls, which in turn results in a lower cost-to-serve.
There are two common approaches to measure FCR
FCR = Total No. of calls resolved on the first attempt
Total No. calls received
FCR = Total No. calls resolved on first attempt
Total No. of first calls
The second approach is more accurate as it excludes repeat calls, but both are used in contact centres, so it’s important to understand how its deployed in you centre and tat you understand the parameters.
Questions to consider:
·What stops you resolving customer queries first time, every time?
·What could you do to help improve this?
Average Age of a Query
The average age of a query measures the length of time queries remain unresolved and open if they are not resolved at the first attempt. This metric accompanies FCR and is a great tool to help an organisation to understand which queries are causing difficulties and need different / additional solutions / processes creating to ensure smoother resolution.
The formula to calculate Average Age of a Query:
Average Age of a Query = Total days of open queries
Total No. of open queries
Net Promoter Score (NPS)
NPS is a really popular measure used to measure customer loyalty and satisfaction. The great benefit of NPS is that it’s a simple question for customers to answer.
‘How likely is it that you would recommend …(XYZ Company)… to a friend or colleague?’
Customers are asked to use a 0-10 rating scale. NPS is then divided into three categories:
Passive - 7-8
The formula to calculate NPS:
NPS = % Promoters - % Detractors
Questions to consider:
·If your Contact Centre uses NPS as a measure, how are they tracking?
·What is your personal NPS?
·What could you do to improve customer perceptions and drive these numbers up?
·If your personal NPS is high, what could you do to help others in the team raise their metrics?
Customer Effort Score (CES)
Like NPS, the CES uses a simple question to gauge customer satisfaction, however, it asks a customer to consider how much effort they had to use in order to get their query resolved.
Typical responses range from very low to very high and can be measured using either a five point or seven-point scale.
A CES questionnaire will typically look like this
To what extent do you agree or disagree with the following statement.
…XYZ… Company made it easy for me to resolve my query:
7 Point Scale5 Point Scale
1 - Strongly disagree1 - Strongly disagree
2 – Disagree2 - Disagree
3 - Somewhat disagree3 - Neither agree or disagree
4 - Neither agree or disagree4 - Agree
5 - Somewhat agree5 - Strongly Agree
6 - Agree
7 - Strongly Agree
The formula to calculate CES:
CES = % Agree - % Disagree
Questions to consider:
·If your Contact Centre uses CES as a measure, how are they tracking?
·What is your personal CES?
·What could you do to improve customer perceptions and drive these numbers up?
·If your personal CES is high, what could you do to help others in the team raise their metrics?
Customer Satisfaction (CSAT)
This metric is often used within Contact Centres to determine how satisfied customers are with your companies products and services. CSAT is measured at the end of a customer survey, using a
five-point scale using the responses, Highly Satisfied to Highly Unsatisfied.
CSAT scores are often expressed on a 0% to 100% scale. The top two scores are then taken as a measure of how likely a customer is to use our products or Services again (Customer retention)
·If your Contact Centre uses CSAT as a measure, how are they tracking?
·What is your personal CSAT?
·What could you do to improve customer perceptions and drive these numbers up?
·If your personal CSAT is high, what could you do to help others in the team raise their metrics?
Grade of Service (GOS) or First Response Time (FRT)
The customers initial contact with a contact centre has a strong influence on the customer perception of how we perform as a business. A customer’s time is valuable and how you engage with them shows whether you value them and their business. So even before a customer engages with you, they are already judging your company based on how long they must wait for their call to be answered or their email to be answered to or their chat to be picked up and responded to.
This metric is often monitored closely, hourly, daily, weekly, monthly, yearly and in some cases even minute by minute with someone watching ‘the board’ real time.
The formula to calculate GOS / FRT:
GOS/FRT = Total time waiting for all enquiries
Total No. of Enquiries
Questions to consider:
·What do you think can do, to have an impact GOS or FTR within your Contact Centre?
Average Call Abandoned Rate (ACA)
If a customer has to wait to long, they are likely to abandon their call, which again causes huge customer frustration and lose faith in your companies ability to handle their query and or provide a good service. Customers are often more willing to wait longer for technical support than they are if they are calling for a sales transaction.
As a general ‘rule of thumb’ a 5% abandonment rate is considered acceptable anything above this signals a problem. As a general rule a company usually exclude those calls that abandon within the first five seconds, as these calls are usually mis-dials or people who change their mind.
The formula to calculate ACA:
Abandonment Rate = (No. of Calls Offered – No. of calls handled)x100
No. of calls offered
Questions to consider:
·What is your Centre Currently running at?
·Why is it important that we monitor this metric?
The Calls Handled KPI literally relates to all calls ‘touched’ by an agent during a specific time frame. This figure usually doesn’t include abandoned calls and is often broken down into:
·Calls handled by an agent
·Calls handled by an Interactive Voice Response (IVR) system
You can substitute calls with emails and chats here, it’s a similar process
Questions to consider:
·Companies often provide agents with a target for customer interactions (calls/emails/chats etc.) handled why do you think this is the case?
·What can you personally do to increase the number of customer interactions you handle each day, without affecting the quality of the customers experience?
Customer service is a labour-intensive function and for this reason Companies are keen to ensure that they are making the best use of the resources they have available. The Agent Utilisation KPI allows us to make sure that this is happening, and everyone is getting their fair share of the work available.Its also a vital component of forecasting to ensure the right agents with the right skills are available to handle the forested customer interactions in any given time-period. Of course to ensure this is fully accurate we have to factor in breaks, lunches, holidays, sick days and training… these elements are known as shrinkage.
The formula to calculate Agent Utilisation:
Agent Utilisation = (Avg. No. of contacts handled by an agent in a month) x (Avg. handle time) x 100
(Workdays in a month) x (total work hrs in a day)
Questions to consider:
·What can you personally do to impact the utilisation metric?
Average Call Length
This metric provides an insight into the average length of calls, in a given period. This figure again helps Operations and Forecasting to predict the number of agents required to manage the workload
The formula to calculate Average Call Length:
Average call length =Total call time for all calls
Total No. of calls
Questions to consider:
·What’s your Contact centre currently running at?
·Why is this an interesting metric?
Adherence to Schedule
Another productivity related contact centre metric is adherence to schedule, this relates to how well an agent manages their time. Forecasting usually work out how many staff they require in short fifteen-minute intervals to make sure they match agent availability with the forecasts of when the customer wants to interact with us.
For this reason its important that we take breaks and lunches at the allocated times and in the same way return when our schedule dictates, otherwise we won’t be available when customers need us.
Questions to consider:
·What can you do to influence your personal adherence metric?
·Do you know how your own personal metrics stack up?
Average Handling time (AHT)
This is the average time an agent spends on a call / email/chat etc. It starts as soon as the agents either picks up the call or opens the email /chat session. By tracking this metric is gives an understanding of any training requirements that might present themselves. Long durations could mean an agent doesn’t have the skills or tools required to their job and similarly if the duration of a customer interaction is well below than expected it could demonstrate that an agent is rushing through activities and not addressing customer issue correctly.
The formula to calculate Average Handling Time:
AHT = (Total talk time + Total hold time = Total after-call work time)
Total No. of calls
Questions to consider:
·What’s your current AHT and how does it compare to the targets you’re working towards?
·What can you do to influence your current figures?
·What additional support do you require going forward?
Average Call Hold Time
Sometimes it’s necessary to put a customer on hold, to speak to a Subject Matter Expert (SME) or a Team Leader or to access additional information relating to the Customer and or their account. Whilst these hold times are necessary it’s important to keep these to a minimum and keep them as short as possible. They cause frustration for the customer and can send unwanted communications that we don’t know what we’re doing or even don’t care about the customer.
If this number is too high, it can highlight systems issues or agent performance issues
The formula to calculate Average Call Hold Time:
Average Call Hold Time = No. of seconds customer is placed on hold
Total No. of calls
Questions to consider:
·What factors are driving your ‘Hold Time’ at the moment?
·What can you do to drive this metric down?
Once a customer has explained their issue there is a real feeling of disappointment and frustration when they must be transferred to someone else to handle their query and start all over again, the more transfers the more frustration.
Whilst some transfers are inevitable it’s important that we tray to keep them to a minimum and wherever possible do so via a ‘warm transfer’ to ensure the handover is smooth and the customer doesn’t have to repeat information.
The formula to calculate Transfer Rate:
Transfer Rate = No. of calls Transferred
Total No. of handled calls
Questions to consider:
·What can you do to drive this figure down in your centre?
Average After-call work time (ACW)
There is often a need to complete some after-call work following a customer interaction. This metric allows us to understand how much time an agent spends on these activities.
Again, this metric can highlight process and procedural issues or that an agent needs additional training and support. It could be that your adding steps that aren’t required causing you to be slower in this area or it could be that there are routines or processes that aren’t required and could be eliminated to streamline this
The formula to calculate After-call working time:
ACW = Time to complete after-call work for all calls
Total No. of calls
Questions to consider:
·How much time do you spend in after-call working?
·What’s the current target in your department / centre?
·Are you meeting your own personal targets?
·What can you do differently to help drive this figure down without affecting quality?
Short Duration Calls
This isn’t a metric that is looked at as frequently as the others, but it is one that’s reviewed probably on a monthly basis. Short duration calls can be an indication of several potential issues.
A high number could be driven by system problems for instance automatic call dropping or customers ‘hanging up’ because they are not able to hear. It could also be due to agent error or sometimes, sadly, an agent trying to beat the system
Some Additional Questions:
·Which of the measures we’ve outlined are in place within your organisation?
·What do you think are the benefits of having KPI’s and targets?
·What do you think the drawbacks of KPI’s and targets?
Provide the Agent with a copy of their own data: ‘Here’s an example from your Contact Centre’.
·Take a look at your data given the information above which areas, do you think, you would be asked to focus on?
·Why do you think these areas are important?
·What do you think you could do to influence the results?
·What impact do you think this could have on your customer base?
Description: Leader development takes place through multiple mechanisms: formal instruction, developmental job assignments, 360-degree feedback, executive coaching, and self-directed learning. These approaches may occur independently but are more effective in combination.
Description: A coach is a specially trained person who guides towards achieving your goals whereas a Mentor is not sprecially trained but passes on his specific skills and expertise to help you become more successful
Description: Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings. It helps organizations prepare for the unexpected by minimizing risks and extra costs befor they happen
Description: Oragizational change is a braod concept and can be defined as any change that has a significant impact on the organization as a whole. 4 main types of organizational change are: Strategic Transformational change, People-centric organizational change, Structural change and Remedial change
Description: Ask people what they want to do, hold your team accountable, make goals public,show how goals impact the larger picture, make goals quantifiable, tie goals to incentives, create an action plan
Description: Setting a goal helps us to develop strategies that will enable us to perform better and achieve out goals. Accomplishing our goals lead to higher satisfaction and further motivation leading to succes in life
Description: Team Dynamics refers to unconscious, psychological factors that influence the direction of a team’s behaviour and performance. For positive team dynamics:There should be clarity of goals to be accomplished, transparency within the team members and accountability of each member
Description: Strategies for boosting your team dynamics: Get to know your team, address problems quickly, create a team charter, enhance team culture, build communication, always pay attention to your team behaviour
Description: Feedback should be specific, considering recipient's needs, the recipient should be given a chance to respond and negative feedback should always be given in private. Don’t wait for the annual reviews to give feedback, do not axxagerate and do not sandwich negative feedback between positive messages
Description: Teamwork skills are the qualities and abilities that allow you to work well with others during conversations, projects, meetings or other collaborations. Examples of group skills: Communication, Responsibility, Honesty, Active Listening, Empathy, Collaboration, Awareness
Description: Building trust within a team has huge impact on the team performance. Trust forters creativity and innovation.5 essentials to build trust in a workplace: Transperancey, Respect, Understanding, Shared succes, Tell the truth
Description: Share the company's mission, communicate your expectation for collaboration, Define and communicate team's goals, highlight individual's strengths, promote a community working environment, forster honest and open communication, encourage creativity, share knowledge insights and resources, lead by example, get out of the office for formal as well as informal meeting, celebrate and reward successful teamwork, invest in collaboration tools
Description: A leader should lead by example, souldnt overcommunicate, admit mistakes, stick to commitments, trust his team, ask for feedback, not play favorites, trust everyone fairly, act consistently
Description: The more organized a meeting is, the lesser time will be wasted by employees, resulting in increased productivity and revenues for the organization.Good meeting management skills also ensure valuable contribution by all team members, which helps in finding the optimum solutions for issues at hand. Meeting management also plays an important role in improving communication, interpersonal relationships, teamwork, as well as employee morale and satisfaction.
Description: Meeting should have a clear objective, try meeting outside the office, participants should be aware of the agenda and be prepared, Invite less people, Be on time, Stand-up meetings are mor engaging & collaborating, meeting should be participative, Be focussed, do not multi-task, keep meetings shot, and follow up post discussion
Description: The diversity definition refers to the existence of variations of different characteristics in a group of people. These characteristics could be everything that makes us unique, such as our cognitive skills and personality traits, along with the things that shape our identity (e.g. race, age, gender, religion, sexual orientation, cultural background).
Building an inclusive business is all about considering the people component of this equation. Ensuring that you create a team and workplace where diversity is celebrated and everyone feels welcome has major benefits.
This all-inclusive guide will give you the lowdown on what inclusivity is, the benefits it has for businesses and the people who interact with them, as well as how you can institute processes and create business practices that will help you to build an inclusive enterprise.
Description: In this video you'll learn about the six essential pages every business plan should have, what to record on each of those pages, and also how to write your business plan as quickly and easily as possible -- even if you're a complete beginner!
Description: Identify the scope of the plan, Identify Key business Areas, Identify critical functions, Identify dependancies between various business areas and functions, Determine acceptable downtime for each criticla function, create a plan to maintain operations.
Description: Management by objectives (MBO) is a strategic management model that aims to improve organizational performance by clearly defining objectives that are agreed to by both management and employees.ccording to the theory, having a say in goal setting and action plans encourages participation and commitment among employees, as well as aligning objectives across the organization.
Description: Identify all the benefits that your product offers, Describe what makes these benefits valuable, Identify your customer's main problem, connect this value to your buyer's problem, Differentiate yourself as the preferred provider of this value
Description: Customer Discovery is the process of focusing on four blocks of the lean canvas, developing assumptions, and turning those assumptions into hypotheses which founders will then go out and test.If a startup properly conducts customer development, it helps them become highly focused, capital and resource-efficient, and while not a guaranteed success, more likely to achieve product-market fit, improve valuations, and attract additional investment.
Description: First impressions are crucial. They can make or break an opportunity. It’s human nature to make a judgement about someone when you first meet them, but did you know that people can formulate an opinion about you in less than 20 seconds!
Description: Confidence is the key, Good hygiene is important, Dress to Impress, Smile, Give them a firm handshake, Greet them and learn their names, Be an attentive listener, Be respectful, Pay attention to your posture and body language, Use small talk to your advantage
Description: How to build a customer-focused culture, elevate your customer support experiences, and go the extra mile to make customers happy.3 different ways: BUILDING A CUSTOMER-CENTRIC ORGANIZATION FROM THE GROUND UP, GOOD TO GREAT: BEST PRACTICES FOR STELLAR CUSTOMER SUPPORT, THE EXTRA MILE: CUSTOMER SERVICE THAT SWEEPS USERS UNDER THEIR FEET
Description: Set the Customer's Expectations, Listen First Then Speak, Draft Customer Service Standards, Treat Your Employees as Your First Customer, Create Customer Touchpoints and Follow-Up After the Sale
Description: Effective selling is NOT just a matter of learning a sales spiel, having the gift of the gab or using clichéd or manipulative techniques.Instead it is the process of leading, guiding, educating and directing your buyers more than anyone else might do to help them solve a problem or achieve a desired outcome.
Description: 5 most effective selling techniques: Specificity-Your sales pitch should address specific needs of your customers. Know your stuff. Improvisation. Organization-Organization skills are crucial for improving your selling skills because they increase your motivation and show direct results.ListeningSkills
Description: Gaining an understanding of the specific types of questions you ask not only helps you achieve better answers and build stronger relationships, but it’ll also help you avoid misleading people, or worse, prevent you from suffering a dreaded communication breakdown.
Description: Writing is the art of expressing our views, ideas, and thoughts.Good writing skills are essential for success in the workplace. Whether it’s emails, project reports, or sales proposals, content full of typos, grammatical errors, and poorly constructed sentences suggests a similar attitude towards work.
Description: Be clear and concise, Cultivating and Using Your Leadership Voice,Speak to Your Audience,Remember What It’s Like to Not Know,Read Aloud,Borrow Another Set of Eyes,Practice Your Presentation Skills,Practice Presenting to a Colleague or Colleagues,Be Prepared
Description: ffective communication causes productivity to increase, errors to decrease and operations to run smoother.some tips to improve these skills and excel at your workplace.:Read more, listen carefully, prepare yourself, be mondful, think about people's perspectives,develop you skills
Description: Nonverbal communication skills are those related to body language, such as eye contact, gestures, facial expressions and vocal tone. For eg: Body language, Gentures, facial expressions, touch, tone, appearance, space, etc
Description: Presentation skills can be defined as a set of abilities that enable an individual to: interact with the audience; transmit the messages with clarity; engage the audience in the presentation; and interpret and understand the mindsets of the listeners.To improve your presentation skills, you must:Research the Audience before Presenting, Structure your Presentation Effectively and Do a lot of Practice
Description: Any presentation has three phases: preparation, delivery, and follow-up. To improve your presentation skills one must be organized, must think analytically,must improve verbal and non verbal communication, should be good at writing, be comfortable with public speaking
Description: Show your passion and connect with your audience, Focus on your Audience’s Needs,Keep it Simple: Concentrate on your Core Message, Smile and Make Eye Contact with your Audience, Start Strongly, Remember the 10-20-30 Rule for Slideshows, Tell Stories, Use your Voice Effectively,Use your Body Too, Relax, Breathe and Enjoy
Description: PERSUADING involves being able to convince others to take appropriate action.NEGOTIATING involves being able to discuss and reach a mutually satisfactory agreement.INFLUENCING encompasses both of these.
Description: Fisher and Ury (1983) identified four fundamental principles of negotiation:Be hard on the problem and soft on the person, Focus on needs, not positions, Be inventive about win-win options, Make clear agreements
Description: Workers who display sociability traits are self-motivated leaders who are an asset to employers and coworkers.Sociability in the workplace helps improve employee interactions because these traits help effectively manage and resolve conflict.Workers who display sociability traits have more opportunities for advancement within an organization.
Description: Relationship Management is all about your interpersonal communication skills. It’s all about your ability to get the best out of others … your ability to inspire and influence them, your ability to communicate and build bonds with them, and your ability to help them change, grow, develop, and resolve conflict.
Description: To use empathy effectively, give your co-worker your full attention, looking out for verbal and nonverbal clues to help you fully understand their situation. Set aside your own assumptions, acknowledge your colleague's feelings, allow an emotional connection, then take positive action that will improve their well-being.
Description: When you build rapport, it helps you in a myriad of ways with your team: They will be more engaged, helps motivate your team, you will earn their loyalty, they will be more receptive to your feedback, etc
Description: Conflict management involves acquiring skills related to conflict resolution, self-awareness about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.
Description: English is the global language of business, English is the second most spoken language in the world, English is the language of Government,Over half of the World’s Websites are written in English,Live in an exciting new country as you learn the language.
Description: People generally have unconscious preference for potential over actual success.eople are much more impressed, whether they realize it or not, by your potential than by your track record. It would be wise to start focusing your pitch on your future, as an individual or as a company, rather than on your past — even if that past is very impressive indeed. It’s what you could be that makes people sit up and take notice — learn to use the power of potential to your advantage.
Description: We are at our best when we creating connections. It significantly expands the impact of our leadership. Because organizations are networks. The effectiveness of the network is directly related to the degree to which the right connection is made in the right place at the right time.
Description: Figure out who matters most, Pick your next tier, Find easy ways to engage everyone else, If you want to connect with someone, find a way to help that person, Be intriguing, Think people-not positions, Give before you ask, Be generous
Description: Market planning is the process of organizing and defining the marketing aims of a company and gathering strategies and tactics to achieve them. Top Market Planning Concepts are: Market Segmentation and Target Markets, Budget, Marketing Mix and Customer Relationship Management (CRM)
Description: The strategies are defined by whether the focus is on new or existing products and new or existing markets:1. Market Penetration Strategy2. Market Development Strategy3. Product Development Strategy4. Diversification Strategy
Description: Some of the overarching goals that market research can help organizations accomplish, include: making important business decisions, securing investments and funding, determining new business opportunities, and even avoiding business failures
As the number of people shopping online continues to grow exponentially, eCommerce is changing and expanding rapidly. We've compiled a list of the most critical facts and figures so you can get a sense of the huge trends that are set to impact the industry in 2022 and beyond. Whether you're an experienced eCommerce brand or just getting started, you can use this data to fine-tune your marketing strategies and stay one step ahead of your competition.
Description: A competitive analysis is a strategy where you identify major competitors and research their products, sales, and marketing strategies. By doing this, you can create solid business strategies that improve upon your competitor's.
Description: Don’t Sound Like a Telemarketer, Play the Numbers Game, Planning is Everything, Work out What Floats your Prospect’s Boat, Get Some Training, Wear Some Armour, Handle Objections, Build Momentum, Motivate Yourself to Motivate Others, Ask Good Questions
Description: Copywriting is the art and science of writing copy (words used on web pages, ads, promotional materials, etc.) that sells your product or service and convinces prospective customers to take action.
Description: Ecommerce, or electronic commerce, refers to transactions conducted via the internet. Every time individuals and companies are buying or selling products and services online they’re engaging in ecommerce. The term ecommerce also encompasses other activities including online auctions, internet banking, payment gateways, and online ticketing.
Description: The 50-20-30 (or 50-30-20) budget rule is an intuitive and simple plan to help people reach their financial goals.The rule states that you should spend up to 50% of your after-tax income on needs and obligations that you must-have or must-do.The remaining half should be split up between 20% savings and debt repayment and 30% to everything else that you might want.
Knowing what’s a good deal and what’s not with personal loans is challenging. Predatory lending takes advantage of this by offering tempting deals that wind up being too good to be true. So it’s essential to know what to look for to avoid becoming a victim.
This guide will provide you with practical tips for avoiding predatory lenders and advice to protect yourself from their various schemes.
To be financially literate is to know how to manage your money. This means learning how to pay your bills, how to borrow and save money responsibly, and how and why to invest and plan for retirement.
Take the initiative to self-educate and grow your financial knowledge, by beginning with the basics of money management and maturing into a smart spender. Putting time into your financial development improves saving and investing decisions. By leveraging resources—like age, talent, money and the ability to establish good habits—you can build a long-lasting nest egg.
Description: A cash flow statement consists of three sections exploring operating activities, investing activities, financing activities and also features supplemental information in a special section.
Description: financial planning and analysis professionals are in charge of:Budgeting, forcasting, rolling forecasts, Reporting and Analysis.There are different types of financial analysis, which include:Actual vs. Budget, Ad Hoc Reactive Analysis, Strategic Analysis and Proactive Analysis.
Description: Profitability analysis is a component of enterprise resource planning (ERP) that allows administrators to forecast the profitability of a proposal or optimize the profitability of an existing project.
Description: 1: Do all 3 key analyses to determine profitability:Gross Profit margin, Net profit margin, segment margin. 2: Now do them for the past 3: Benchmark industry profitability ratios 4: Understand customer valuation 5: Don’t assume yoou best customers are your most valuable6: Dont be held back by your tools 7: Free up time for deeper analysis 8: Dont stop at insights
Description: Profitability analysis help businesses identify growth opportunities; since things aren’t as stable yet as compared to a more established business, profitability analysis can spell the difference between shutting down and keeping afloat.Profitability analysis helps decision-makers see a more concrete picture of the company as a whole, allowing them in turn, to create the right growth strategy.
Description: ‘Financial records’ is a broad category containing many types of documents, each with accompanying regulations. Dome of the main categories are: accounting records, tax records,insurance records, wage and personnel records
Description: Accounting is how your business records, organizes, and understands its financial information.Accounting helps you plan for growth.Accounting is essential for securing a loan.You need accounting to get investors or sell your business.Accounting helps you get paid.Accounting keeps you out of jail (or at least saves you from fines).Accounting helps you pay the right amount of taxes (and not a dollar more).
Learn how to read financial statements. In this 2-part free course, we use a company's financial statements and annual report to understand the financial strength of a company and help us make informed decisions.
- Navigate successfully through the notes to the financial statements.
- Read and interpret the various items in a published balance sheet.
Description: Personal finance is the process of planning and managing personal financial activities such as income generation, spending, saving, investing, and protection. the main areas of personal finance are income, spending, saving, investing, and protection.
Description: Personal finance explains all the financial decisions and actions accounted by an individual or household that comprise budgeting, insurance, mortgage planning, savings and retirement planning.
Personal finance is the process of planning and managing your personal financial affairs. It involves all aspects of your financial life, including saving, investing, spending, banking, insurance, mortgages, investments, retirement, tax, and estate planning.
Understanding the concept is essential because it helps you make smart decisions with your money. It gives you a roadmap to financial security and freedom.
Without a solid understanding of personal finance, you may find yourself making poor choices with your money that can have long-term consequences. For example, you may end up carrying too much debt, or not saving enough for retirement.
Ultimately, personal finance helps you prepare for life's unexpected events, such as job loss, illness, or disability.
In this article, True Tamplin, the author, discusses the different aspects of personal finance in detail and provide some tips on how to manage your finances effectively.
Description: A revenue stream is a source of revenue of a company or organization. Some broad categories of generating Revenue for the business: Asset Sales, Usage Fees, Subscription fees, Renting leasing & lending, licensing to 3rd parties, brokerage fees, advtg fees.
Description: Cost Structure refers to those costs or expenses (fixed as well as variable costs) which a business will incur or will have to incur to produce the desired objective of the business; such costs include the cost of from purchasing the raw material to the cost of packaging the finished products.
Description: Cost Structure comprises of 2 types of costs: fixed and variable. A proper allocations is essential to identify and calculate profits from each product and product line. It helps business to take timely decisions on effective allocation of resources
Description: The word compensation comes from the Latin verb compensare, which means to “weigh against”. In this sense, compensation is a counterbalance. Compensation usually takes the form of monetary payment exchanged for time, labor and expertise. Different types of compensation are: salary, hourly wages, sales commission, bonus, incentives, etc
Description: Developing a pay structure involves: conducting job analysis, job evaluation, Determining the basis for pay structure that can be either by market pricing/benchmarking or establishing pay grades
Description: Career development is the process of exploration and action that shapes a person's career path.It includes assessments of a person's skills, abilities, interests, and personality in order to find a suitable career match.Many factors may influence a person's career development, including finances and family obligations.
Description: There are five career development stages through which most of us have gone through or will go through. These stages include- exploration, establishment, and mid-career, late career and decline.
Description: The 5-STEP Career Development Model provides a comprehensive framework for assessing skills and establishing learning outcomes that demonstrate knowledge of self, career paths, and academic and career opportunities. The 5 steps are : Assessment, Exploration, Preparation, Implementation & Decision making.
Description: Employment law is the area of law that governs the employer-employee relationship.For employees, these laws work to:Prevent discrimination
Promote health and safety
Establish a minimum required level for economic support
Prevent work disruption due to disputes between labor and management
Description: Workforce planning is a process in which organizations align their needs with the needs of its workforce. It is the process of having the right people who have the right skills at the right time in the organization.5 Proven Steps for Strategic Workforce Planning:Having Strategic Intent, Determining Strategic Positions, Identifying Strategic Players, Implementing an action plan, Report, Monitor, and Adjust
Description: Workforce planning tools are instruments that help analyze current capabilities and future needs for the employee population.These tools are data-driven instruments that help identify the gap between current capabilities of the workforce and its future needs. The five strategic workforce planning tools are: Strategic Workforce planning map, 9-box grid, HR Dashboarding, comp&ben analysis, Scenario planning
Description: Ethical discrimination may result in the breeding of ill feelings at work, as well as reduced productivity. To eliminate these ramifications, small-business owners need to put forth increased effort in curbing ethical discrimination in the employment sector.
Description: Discrimination can happen at different points in the employment relationship: when recruiting and selecting staff, in the terms, conditions and benefits offered as part of employment, who is considered or selected for training and the sort of training offered, who is considered or selected for transfer or promotion, who is considered and selected for retrenchment or dismissal.
Description: The primary categories of disability include loss of locomotor skills, vision, hearing speech and mental faculties.Many differently abled people have sharp intellectual abilities and can be productive employees if they are placed in appropriate jobs with some support from the organization.Organizations must create a sound policy and strategy to absorb people with disabilities that can be accommodated in the context of the organization's business.
Description: The information is intended to provide context on the barriers people with disabilities face in seeking and maintaining jobs, together with resources to help people with disabilities overcome obstacles to accomplish goals, participate in their own success and be able to be heard and contribute to society.
Description: A job description defines the role responsibilities, attracts top talent, promotes company values and culture, assists in interview question preparation, provides information on salary expectations, presents progression path and development opportunities, aids in employee evaluaton
Description: Hiring great talent starts with attracting great talent. This article gives tips on how to create effective, engaging and inclusive job descriptions targeted to the best candidates for the job.
Description: Environment matters, Interviewing is a two way thing, Know the ABCs of candidate CVs, Explain how the interview will run, Interviews go quickly hence choose your questions wisely, have somebody else to take notes for yourself, Analyse your candidate's body language
Description: An effective interview is one that optimizes the perceived communication objectives of the individuals involved, with time as the principal constraint. There should be proper planning & preparation, should help build a good rapport, conversation should be well guided and lead to developing information, etc
Description: One of four methods might be used to interview you:Live interviews (one-on-one and a panel type), Phone interviews (one-on-one and a panel type), Video or Skype interviews, Taped interviews
Description: Onboarding and orientation, Mentorship programs, Employee compensation, Perks, Wellness offerings, Wellness offerings, Communication, Continuous feedback on performance, Training and development, Recognition and rewards systems, Work-life balance, Flexible work arrangements, Effective change management, An emphasis on teamwork, Acknowledgement of milestones, big and small
Description: Volutanry termination can occur due to various reasons: employee doesn’t get along with the boss, or doesn’t love the work he is doing. Involuntary termination, such as a layoff, can occur because an employer lacks the financial resources to continue an employment relationship.
Description: Problem-solving is considered a soft skill (a personal strength) rather than a hard skill that's learned through education or training.Problem-solving skills require quickly identifying the underlying issue and implementing a solution.
Description: There's more than one way to solve a problem. In this lesson, we'll review the five most common methods: trial and error, difference reduction, means-ends analysis, working backwards, and analogies.
Description: Critical thinking is not just being critical in the typical, negative sense of the word; there are many definitions but according to Beyer (1995), critical thinking means ‘making clear, reasoned judgments’.
Description: Critical Thinking can be broken down into 8 different categories to include: Reflection, Analysis, Acquisition of Information, Creativity, Structuring arguments, Decision making, Commitments, Debate
Description: 7 decision-making process steps: Identify the Decision, Gather relevant information, Identify the alternatives, Weigh the evidence, choose among alternatives, Take action, review your decision
Description: Facilitators are experts at leading groups through key meetings and gatherings. A good facilitator posses the following skills: Advanced preparation, clear communication, active listening, unbiased objectivity, etc
Description: Few ways you can accelerate your learning in the realm of facilitation: Co-facilitate with experienced facilitators, Learn new tools and techniques, Get trained (and potentially certified)
Description: Most of the time, problems can be fixed using simple troubleshooting techniques, like closing and reopening the program. It’s important to try these simple solutions before resorting to more extreme measures. If the problem still isn’t fixed, you can try other troubleshooting techniques.
Description: Conflict management goes a long way in strengthening the bond among the employees and half of the problems automatically disappear. Conflict management helps to find a middle way, an alternative to any problem and successful implementation of the idea.Conflict Management is very important because it is always wise to prevent a fight at the first place rather than facing its negative consequencies.Conflict management also plays an important role in our personal lives.
Description: Kenneth Thomas and Ralph Kilmann developed five conflict resolution strategies that people use to handle conflict, including avoiding, defeating, compromising, accommodating, and collaborating.
Description: Brainstorming is a method of generating ideas and sharing knowledge to solve a particular commercial or technical problem, in which participants are encouraged to think without interruption. Brainstorming is a group activity where each participant shares their ideas as soon as they come to mind. At the conclusion of the session, ideas are categorised and ranked for follow-on action.
Description: Sometimes called Winword, MS Word, or Word, Microsoft Word is a word processor published by Microsoft. It is one of the office productivity applications included in the Microsoft Office suite. Originally developed by Charles Simonyi and Richard Brodie, it was first released in 1983.
Description: Microsoft Excel is a spreadsheet program used to record and analyze numerical and statistical data. Microsoft Excel provides multiple features to perform various operations like calculations, pivot tables, graph tools, macro programming, etc. It is compatible with multiple OS like Windows, macOS, Android and iOS.
Description: Developed by Microsoft, PowerPoint is a commercial Presentation application which is a part of the Microsoft Office suite. To convey visual information to groups or individuals, various religious, corporate and educational organizations uses PowerPoint as an effective tool.
Description: Microsoft Teams is a collaboration app that helps your team stay organized and have conversations—all in one place. Whether it’s chat, calls, or video, anyone can engage at any time, bringing everyone closer. You can hold on-the-spot meetings, have conversations, and share files.
Description: A database is a tool for collecting and organizing information. Databases can store information about people, products, orders, or anything else.As the list grows bigger, redundancies and inconsistencies begin to appear in the data. Once these problems start to appear, it's a good idea to transfer the data to a database created by a database management system (DBMS), such as Access.
Description: Evernote is an app designed for note taking, organizing, task management, and archiving.The app allows users to create notes, which can be text, drawings, photographs, audio, or saved web content. Notes are stored in notebooks and can be tagged, annotated, edited, searched, given attachments, and exported.
Description: Evernote is one of the most well-known online note-taking applications, alongside Google Keep and Microsoft's OneNote service.In addition to text notes, you can store images in Evernote with text included in the note.By default, all Evernote content stays online; you never have to sync local copies between devices. It has multi-platform support. Can tag and organize notes as per ones requirement.
Description: Key steps for editing your photos:Crop and Clean Up Your Images, Adjust the White Balance, Adjust Exposure and Contrast, Adjust Color Vibrancy and Saturation, Adjust Sharpness, Finalize and Share Your Photos
Description: Graphic design is a sought-after skill that can help produce high-end designs to promote brands at a national and international scale.This article will take a look at the basic graphic design principles that can help you create a design in a stylistic and customised manner.
Description: HTML (Hypertext Markup Language) is the code that is used to structure a web page and its content.HTML consists of a series of elements, which you use to enclose, or wrap, different parts of the content to make it appear a certain way, or act a certain way.
Description: Our step-by-step guide teaches you the basics of HTML and how to build your first website. That means how to layout an HTML page, how to add text and images, how to add headings and text formatting, and how to use tables.
If you are new to computers, haven't used them for a while, are a little unsure and uncomfortable, or just need a bit of a refresher, we have the tools to help you tackle technology at your own pace and gain the confidence you need to succeed. Topics here include:
Whether you’re new to Microsoft Office or simply want to refresh your skills, you’re in the right place. Our lessons offer a mix of text, video, interactives, and challenges to practice what you learn.
Courses cover most iterations of MS Office and courses offered include:
From Internet Advisor, the ultimate guide to internet safety, covering all the information about latest threats, along with simple yet effective strategies to implement to keep you (and any children under your care) safe while on the web.
Storing sensitive information on devices and online means people have to create and remember dozens of passwords to keep that information safe. Poor password habits, such as reusing passwords, can lead to data breaches, identity theft, fraud, and more.
Password managers are a convenient tool that help people generate and remember strong passwords. Using a password manager means you only have to remember one master password. This software typically also provides extra protection through two-factor authentication and security alerts.
As there are many password managers available, we created this list to help you choose which one is best for you, your family, or your business.
Low self-esteem: what it is, how to spot it, and how to be more confident.
Low self-esteem can be challenging to recognize and can have negative impacts on our daily lives. In our article, we list the common signs that may indicate a lack of self-confidence, causes low self-esteem and suggest ways to improve self-esteem.
Low self-esteem can hold you back from your dreams. Read on to find out what coaches, therapists, and psychologists have to say about some surprising signs of low self-esteem. Plus, find out what you can do to be more confident.