Ultimate Conflict Resolution Online Bundle, 10 Certificate Courses
The Best Guide to Conflict Resolution Online Course Bundle
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Learn to Defuse a Tense Situation - 10 Courses in this Bundle
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Conflict Resolution: Getting Along In The Workplace Online Certificate Course
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Dealing With Difficult People Online Certificate Course
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Crisis Management Online Certificate Course
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Risk Assessment and Management Online Certificate Course
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Creative Problem Solving Online Certificate Course
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Giving Effective Feedback Online Certificate Course
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Managing Difficult Conversations Online Certificate Course
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Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course
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Delivering Constructive Criticism Online Certificate Course
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Communication Skills Online Certificate Course
1. Conflict Resolution: Getting Along In The Workplace Online Certificate Course: Learn different types of conflict, stages of conflict, helping others through conflict, and creating win/win solutions
Conflict is a necessary part of our personal growth and development. It only becomes an issue when the people involved cannot work through it. When this happens, negative energy can result, causing hurt feelings and damaged relationships. This course will teach you how to resolve conflict and gain positive results.
In this course, you will learn what conflict is all about. You will also learn about different types of conflict, stages of conflict, helping others through conflict, and creating win/win solutions. As a bonus, you will also learn supporting skills, such as communication, active listening, and body language.
Key Learning Objectives:
- Understand what conflict is and how it can escalate.
- Understand the types of conflict and the stages of a conflict.
- Recognize the five most common conflict resolution styles and when to use them.
- Increase positive information flow through non-verbal and verbal communication skills.
- Develop effective techniques for intervention strategies.
- Become more confident of your ability to manage conflicts to enhance productivity and performance
2. Dealing With Difficult People Online Certificate Course: Learn the Basics of Conflict Resolution
Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.
In this Workplace Conflict Resolution Training Course: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.
Key Learning Objectives:
- Recognize how your own attitudes and actions affect others.
- Find new and effective techniques for dealing with difficult people.
- Learn some techniques for managing and dealing with anger.
- Develop coping strategies for dealing with difficult people and difficult situations.
3. Crisis Management Online Certificate Course: Be Ready For Emergencies
Viable organizations need to be ready for emergencies because they are a fact of doing business. This course will show you how to create a crisis management plan that will help your business prevent, respond to, and recover from all types of crises.
To begin this course, you will learn how to put the right people in place with a crisis management team and appropriate training. Then, you will learn how to identify and assess crisis risks, develop a response process, and gather appropriate resources. You will also learn how to respond to, document, and investigate crises; establish an emergency operations center; create a continuity plan; and recover from a crisis.
Key Learning Objectives:
Assign people to an appropriate crisis team role.
Conduct a crisis audit.
Establish the means for business continuity.
Determine how to manage incidents.
Help your team recover from a crisis.
Apply the process in practical exercise.
4. Risk Assessment and Management Online Certificate Course: Study Risk Assessment Management Course; Knowing How to Manage Risk and Hazards are Vital
Getting your Risk Assessment Management Course doesn’t mean that you will be able to predict, control or manage every risk. What it will do is put you in a great place to know what actions to take before, during, and after any unfortunate events that occur. Your preparedness will make it easier to mitigate the damage. Making the identification of hazards and risks a part of the daily business routine is vital for the overall health of the business. Providing a safe workspace is a non-negotiable requirement for every business owner.
Through our Risk Assessment Online Courses, you will gain an understanding of the not so obvious dangers and risks that are prevalent in your workplace. Having the proper methods to use when identifying hazards will give you greater ability to anticipate and prevent accidents.
Key Learning Objectives:
- Readily identify risks and hazards
- Revise and update control measures as appropriate
- Understand accident report fundamentals
- Recognize different risk management techniques
- Be able to describe and sketch out a disaster recovery plan
- Communicate risk management strategies effectively to the organization
5. Creative Problem Solving Online Certificate Course: Creative Problem Solving Online Course
The Creative Problem Solving Online courses gives you an overview of the entire creative problem solving process. Our Problem Solving Online courses are also created to give people the skills and tools for identifying and implementing solutions to any type of problem.
What is Creative Problem Solving?
Creative problem solving is your ability to come up with new ideas and identify opportunities "outside the box" when attempting to tackle problems. By developing your creative problem solving skills you will be able to think up fresh and innovative solutions to overcome obstacles.
Key Learning Objectives:
- Understand problems and the creative problem solving process
- Identify types of information to gather and key questions to ask in problem solving
- Identify the importance of defining a problem correctly
- Identify and use four different problem definition tools
- Write concrete problem statements
- Use basic brainstorming tools to generate ideas for solutions
- Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
- Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
- Perform a final analysis to select a solution
- Understand the roles that fact and intuition play in selecting a solution
- Understand the need to refine the shortlist and re-refine it
- Understand how to identify the tasks and resources necessary to implement solutions
- Evaluate and adapt solutions to reality
- Follow up with solution implementation to celebrate successes and identify improvements
6. Giving Effective Feedback Online Certificate Course: Learn How To Provide And Receive Feedback Effectively
It can be really tough to say what needs to be said. How do you tell your best friend that they have broccoli in their teeth? How do you tell your boss that he always mispronounces a particular client’s name? The answer is in a few simple tools and techniques.
Feedback is an essential element for our growth and development. This course is designed to help workplace leaders learn how to provide feedback any time that the message is due.
In this course, you will learn about the essential elements of feedback, important communication techniques, and a framework for informal and formal feedback. You’ll also learn some tips for receiving feedback.
Key Learning Objectives:
- Explain why feedback is essential.
- Apply a framework for providing formal or informal feedback.
- Use descriptive language in delivering feedback.
- Describe six characteristics of effective feedback.
- Provide feedback in real situations.
7. Managing Difficult Conversations Online Certificate Course: Work Your Way Through Tough Conversations
Whether it’s asking about a sensitive subject, telling someone they have broccoli in their teeth, or confronting a co-worker about their rude behavior, we all face difficult conversations from time to time. This course will give you a framework that you can use to help you work through tough situations.
This course will give you an eight-step process for a difficult conversation, as well as some things to consider when deciding to have the conversation (such as your desired outcome, the time and place, and how to stay safe). You’ll also learn how to speak persuasively, ask good questions, and listen actively.
Key Learning Objectives:
- Define frame of reference.
- Establish a positive intent and a desired outcome.
- Use good communication skills during a conversation.
- Draft a script for a difficult conversation.
- Use specific steps to carry out a difficult conversation.
- Access additional resources as required.
- Maintain safety in a conversation.
8. Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course: Master The Three Fundamental Skills Of Leadership
There are three fundamental skill areas that all leaders need to master: communication, coaching, and conflict. This introductory course will give you basic skills in all three areas.
In this course, you will learn about coaching models, conflict resolution techniques, and ways to communicate with your employees. You will also complete leadership assessment to help you identify how to connect with others. As a bonus, you will receive an introduction to some important leadership theories, including the Situational Leadership II® model and servant leadership.
Key Learning Objectives:
- Learn ways to prioritize, plan, and manage your time.
- Identify your primary leadership style.
- Develop some flexibility to use other leadership styles.
- Determine ways you can meet the needs of employees and co-workers through communication and coaching.
- Explore ways to make conflict a powerful force for creative, well-rounded solutions to problems.
9. Delivering Constructive Criticism Online Certificate Course: How to Manage Criticism to Benefit Your Organization
Delivering Constructive Criticism is one of the most challenging things for anyone. Through this course you will gain valuable knowledge and skills that will assist 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.
Constructive 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.
Key Learning Objectives:
- Understand when feedback should take place
- Learn how to prepare and plan to deliver constructive criticism
- Determine the appropriate atmosphere in which it should take place
- Identify the proper steps to be taken during the session
- Know how emotions and certain actions can negatively impact the effects of the session
- Recognise the importance of setting goals and the method used to set them
10. Communication Skills Online Certificate Course: Learn the art of communication and how to communicate better in a business or personal setting with our Communication Courses Online
The Communication Courses Online can show you how to make sure you are sending the right message. Each day, we communicate with others through our spoken words, body language, and written communication.
The Communication Courses will teach you all about the various aspects of communication. You will learn about asking questions, probing for information, active listening, and body language. Supporting skills are also covered, such as self-esteem, building relationships with others, and assertiveness.
Key Learning Objectives:
- Identify common communication problems that may be holding you back.
- Develop skills to ask questions that give you information you need.
- Learn what your non-verbal messages are telling others.
- Develop skills to listen actively and empathetically to others.
- Enhance your ability to handle difficult situations.
- Deal with situations assertively.
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For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step-by-step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review it at any time.
The Ultimate Conflict Resolution Online Bundle, 10 Certificate Courses include the following courses, below is a summary of each course:
Course 1 - Conflict Resolution: Getting Along In The Workplace Online Certificate Course
Session One: Course Overview
Session Two: Defining Conflict
- What is Conflict?
- Positives and Negatives
Session Three: Types of Conflict
Session Four: Open Conflict vs. Hidden Conflict
Session Five: Spontaneous and Reflective Behavior
Session Six: The Johari Window
- Understanding the Johari Window
- My Window
- Case Study: Spontaneous and Reflective Behaviors
Session Seven: Stages of Conflict
- The Five Stages of Conflict
- Another Version of the Conflict Process
- Conflict Outcomes
- Strategies for Dealing with Conflict
Session Eight: Creating the Win/Win
Session Nine: Conflict Resolution Style Questionnaire
- The Questionnaire
- Scoring
- The Conflict Grid
- Pros and Cons
Session Ten: The Role of Communication in Conflict Resolution
- The Communication Chain
- Other Barriers
- Establishing Positive Intent
Session Eleven: Active Listening Skills
Session Twelve: Paraphrasing Skills
- What is Paraphrasing?
- Making Connections
Session Thirteen: Powerful Questions
- Asking Questions
- Probing Techniques
Session Fourteen: Body Language
Session Fifteen: Pre-Assignment Review
Session Sixteen: The Conflict/Opportunity Test
- The Conflict/Opportunity Test
- Skills Test
Session Seventeen: Conflict and Its Resolution
- Visualizing Conflict
- A Strategy for Conflict Resolution
Session Eighteen: Helping Others Through Conflict
- Preparing for Conflict
- Conflict Resolution with Facilitation
- Setting Norms
- Coaching Through Conflict
- Managing Your Emotions
Course 2 - Dealing With Difficult People Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Conflict as Communication
- Understanding Conflict
- Do We Have To Fight?
- What is A Conflict?
- How About Avoidance?
- Self-Assessment
- Initiating the Move
Session 3: Benefits of Confrontation
- To Talk or Not to Talk
- Determining Your Involvement
- Reciprocal Relationships
- Pre-Assignment Review
- Improving Relationships
Session 4: Preventing Problems
- The Importance of Empathy
- Dangerous Misconceptions
- How You Prevent Problems
- Preventing Problems
Session 5: Getting Focused
- Getting to the Heart of the Matter
- What's Missing?
- Peeling to the Core
- The Three F's
- Facts
- Frequency
- Frustrated Relationship
Session 6: Managing Anger
- Coping Strategies
- Expressing Anger
- Dealing with Other People's Anger
- Guidelines for Assertive Anger
- Start Positively
- Be Direct
- Specify the Degree of Anger
- Don't Accuse Others of Making You Angry
- Share Your Feelings of Threat and Fear
- Acknowledge Your Responsibility
- Avoid Self-Put Downs
- Self-Protective Techniques to Block Criticism
Session 7: Dealing with Problems
- Dealing with Problems
- Working With the Suggestions
- Explaining the Suggestions
- Causes of Difficult Behavior
- The Difficulty of Others
- Dealing with Others
Session 8: The Three-Step Conflict Resolution Model
- The Three-Step Model
- Research
- Presentation
- Presentation – What to Do
- Take Action
- Getting the Hang of Things
Session 9: Practice Makes Pretty Good
- Planning: Step 1 - Research
- Planning: Step 2 - Presentation
- Planning: Step 3 - Take Action
Session 10: Changing Yourself
- Negative vs. Positive Interactions
- Negative Interaction
- Positive Interaction
- Take the Wheel!
- Walking Away
- Your Organization
- Dealing with Negative Feelings
- Put Yourself in Charge of You
- Monitor Your Self-Talk
- Be in Control
- Work on Your Sense of Humor
- Have a Support Team
Session 11: Why Don't People Do What They Are Supposed To?
- The Big Question
- Answering the Question
Session 12: De-Stress Options to Use When Things Get Ugly
- Belly Breathing
- Visualize
- Music
- Acupressure and Massages
- Laughter
- General Coping Thoughts When Things Get Messy
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Crisis Management Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Risk Assessment and Management Online Certificate Course
Module One - Getting Started
Module Two - Identifying Hazards and Risks
- What is a hazard?
- What is a risk?
- Consult with employees
- Likelihood scale
Module Three - Seeking Out Problems before They Happen (Part 1)
- Unique to your business
- Walk around
- Long term and short term
- Common issues
Module Four - Seeking Out Problems before They Happen (Part 2)
- Ask "What would happen if....?"
- External events
- Worst case scenarios
- Consequence scale
Module Five - Everyone's Responsibility
- See it, report it
- If it's not safe, don't do it
- Take appropriate precautions
- Communicating to the organisation
Module Six - Tracking and Updating Control Measures
- What is a Control Measure?
- Your business procedures
- Are they adequate?
- Updating and maintaining
Module Seven - Risk Management Techniques
- Reduce the risk
- Transfer the risk
- Avoid the risk
- Accept the risk
Module Eight - General Office Safety and Reporting
- Accident reports
- Accident response plans
- Emergency action plan
- Training and education
Module Nine - Business Impact Analysis
- Gather information
- Identify vulnerabilities
- Analyse information
- Implement recommendations
Module Ten - Disaster Recvoery Plan
- Make it before you need it
- Test, update and repeat
- Hot, warm and cold sites
- Keep documentation simple and clear
Module Eleven - Summary of Risk Assessment
- What are the hazards?
- Who might be harmed?
- Are current control measures sufficient?
- If not, change control measures
Module Twelve - Wrapping Up
Course 5 - Creative Problem Solving Online Certificate Course
Section One: Getting Started
- Objectives
- Action Plans
Section Two: The Problem Solving Method
- What is a Problem
- What is Creative Problem Solving?
- What are the Steps for Creative Solving?
Section Three: Gathering Information
- Understanding Types of Information
- Identifying Key Questions
- Methods for Information Gathering
Section Four: Problem Definition
- Defining the Problem
- Determining Where the Problem Originated
- Defining Present State and Desired States
- Stating and Restating the Problem
- Analyzing the Problem
- Writing the Problem Statement
Section Five: Getting Prepared to Brainstorming
- Identifying Mental Blocks
- Removing Mental Blocks
- Stimulating Creativity
Section Six: Generating Solutions, Part One
- Brainstorming Rules (Key to Success)
- Basic Brainstorming
- Brainwriting and Mind Mapping
- Brainwriting
- Mind Mapping
Section Seven: Generating Solutions, Part Two
- The Morphological Matrix
- The Six Thinking Hats
Section Eight: Analyzing Solutions
- Developing Criteria
- Analyzing Wants and Needs
- Using Cost/Benefit Analysis
Section Nine: Selecting a Solution
- Final Analysis
- Paired Comparison Analysis
- Analyzing Potential Problems
- Analyzing Potential Problems
Section Ten: Planning Your Next Steps
- Lesson One: Identifying Tasks
- Identifying Resources
- Implementing, Evaluating, and Adapting
Section Eleven: Lessons Learned
- Planning the Follow-Up Meeting
- Celebrating Successes
- Identifying Improvements
Section Twelve: Wrapping Up
- Words from the Wise
Course 6 - Giving Effective Feedback Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Definitions
- Food for Thought
- When Feedback is Needed
- Scenario One
- Scenario Two
- Scenario Three
- Scenario Four
- Scenario Five
- Scenario Six
- Scenario Seven
Session 3: Speaking Clearly
- Being Descriptive
Session 4: Communication Strategies
- Introduction
- Questioning Skills
- Good Questions: Open-Ended Questions
- Good Questions: Hypothetical Open Questions
- Good Questions: Appropriate Closed Questions
- Good Questions: Third-Person Questions
- Poor Questions: Loaded Questions
- Poor Questions: Leading Questions
- Probing
- Probing Techniques
- Non-Verbal Messages
- Sending the Right Message
- Managing Your Messages
- Voice
- Qualities of a Good Voice
- Interpretation Exercise
Session 5: Characteristics of Effective Feedback
- Introduction
- Informal Feedback Framework
- State Your Case
- Pre-Assignment Review
Session 6: Receiving Feedback Graciously
- Receiving Feedback Graciously
Session 7: Testing the Waters
- Scenario One
- Scenario Two
- Scenario Three
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 7 - Managing Difficult Conversations Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Conversation #1
- Conversation #2
Session 2: Choosing to Have the Conversation
- Considering the Consequences
- Establishing Your Frame of Reference
- Tips and Tricks
- Establishing Positive Intent
- Making Connections
- Accepting People for People
- Planning What You Want
- Things to Ask Yourself
- A Note on Fairness
Session 3: Toolkit for Successful Conversations
- Managing Your Body Language
- Making Connections
- Speaking Persuasively
- A Story from Mark Twain
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Making Connections
- Probing Techniques: Using Questions
- Probing Techniques: Pausing
- Probing Techniques: Using Reflection
- Probing Techniques: Paraphrasing
- Probing Techniques: Summary Questions
- The Probing Funnel
Session 4: Choosing the Time and Place
- Choosing the Time and Place
Session 5: Framework for Difficult Conversations
- Whats Your Purpose?
- Making Connections
- Steps for a Difficult Conversation
- Conversation Template
Session 6: Staying Safe
- Introduction
- Mutual Respect
- Common Ground
- Staying in Control
- When to Walk Away
- When Things Dont Work
Session 7: Testing the Waters
- Making Connections
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 8 - Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Pre-Assignment Review
- Making Connections
Session 3: Whats Your Type? How About Mine?
- Seeking Information
- Identifying Your Characteristics and Preferences
- Questionnaire
- What Does it Mean To Have a Number?
- Mostly As – Inquiring Rationals, Part One
- Mostly As – Inquiring Rationals, Part Two
- Mostly Bs – Authentic Idealists, Part One
- Mostly Bs – Authentic Idealists, Part Two
- Mostly Cs – Organized Guardians, Part One
- Mostly Cs – Organized Guardians, Part Two
- Mostly Ds – Resourceful Artisans, Part One
- Mostly Ds – Resourceful Artisans, Part Two
- Whats Important?
- Debrief
- Understanding Introverts and Extroverts
- Questionnaire
- Using the Continuum
- Case Study
Session 4: Understanding Leadership
- About Leadership
- The Situational Leadership II® Model
- Understanding Your Comfort Zone
- Choosing Our Style
- The Cyclical Process
- Managing Performance
- Making Connections
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- First Day Disasters
- Considering the Consequences
Session 5: Manage Your Time and Your Energy
- Introduction
- Larks and Owls
- SPIRIT Goals
- Organizing Your Workspace, Part One
- Organizing Your Workspace, Part Two
- Organizing Your Workspace, Part Three
- Our Top Time Management Tip
Session 6: The Commitment Curve
- The Big Picture
- The Phases of the Curve
- Stages of the Curve
- Stage One: Uninformed Optimism
- Stage Two: Informed Pessimism
- Stage Three: Hopeful Realism
- Stage Four: Informed Optimism
- Summary
- What Can Be Done to Bridge the Commitment Gap?
Session 7: Employee Development Models
- The Coaching Model
- Step One: Frame a Conversation, Part One
- Step One: Frame a Conversation, Part Two
- Step Two: Create Opportunities
- Step Three: Create an Action Plan
- Step Four: Give Feedback, Part One
- Step Four: Give Feedback, Part Two
- The Dialogue Model
- Defining I Messages
- Building the Message
- Description Techniques
- The Consequences and Benefits Matrix
Session 8: Dealing with Conflict and Difficult Issues
- Reflection
- Techniques for Resolving Conflict
Session 9: What Successful Leaders Do
- Secrets to Success
- Creating the Right Environment
- Making Connections
- Practices to Practice
- Making Connections
Session 10: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 9 - Delivering Constructive Criticism Online Certificate Course
Module One - Getting Started
Module Two - When Should Feedback Occur?
- Repeated events or behavior
- Breaches in Company policy
- When informal feedback has not worked
- Immediately after the occurrence
Module Three - Preparing and Planning
- Gather facts on the issue
- Practice your tone
- Create an action plan
- Keep written records
Module Four - Choosing a Time and Place
- Check the ego at the door
- Criticize in private, praise in public
- It has to be face to face
- Create a safe atmosphere
Module Five - During the session (Part 1)
- The feedback sandwich
- Monitor body language
- Check for understanding
- Practice active listening
Module Six - During the Session (Part 2)
- Set goals
- Be collaborative
- Ask for a self-assessment
- Always keep emotions in check
Module Seven - Setting Goals
- SMART goals
- The Three P's
- Ask for their input
- Be as specific as possible
Module Eight - Diffusing Anger or Negative Emotions
- Choose the correct words
- Stay on topic
- Empathize
- Try to avoid "You messages"
Module Nine - What Not to Do
- Attacking or blaming
- Not giving them a chance to speak
- Talking down
- Becoming emotional
Module Ten - After the Session (Part 1)
- Set up a follow-up meeting
- Make yourself available
- Be very specific with the instuctions
- Provide support and resources
Module Eleven - After the Session (Part 2)
- Focus on the future
- Measuring results
- Was the action plan followed?
- If improvement is not seen, then what?
Module Twelve - Wrapping Up
Course 10 - Communication Skills Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Creating Positive Relationships
- Ten Quick Wins
- Making Connections
- The Power of Words
Session 3: Growing Our Self-Awareness
- Do You Question Your Competence?
- Competence Questionnaire
- Developing Confidence
Session 4: Communication Basics
- Defining a Skilled Communicator
- Making Connections
Session 5: Communication Barriers
- Case Study: New Neighbors
- Common Barriers
- Applying the Answers
- Being Mindful
Session 6: Asking Questions
- Asking Good Questions
- Types of Open-Ended Questions
- Introduction to Probing
- Probing Methods
- Pushing My Buttons
Session 7: Listening Skills
- Can You Hear Me?
- How Do You Rate Your Listening Ability?
- Active Listening Skills
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- What Is Said and What Is Heard
- Communication Situations
Session 8: Body Language
- What Do Our Bodies Say?
- Tips and Tricks
- Managing Your Messages
- The Signals People Send
- Gestures
- Interpreting Gestures
Session 9: Communication Styles
- Understanding Dichotomies
- Making Connections
- Advantages and Disadvantages
- Dichotomies in Action
- Step Two
- Step Three
Session 10: Creating a Positive Self-Image
- Seven Things People Determine from Your Appearance
- Pre-Assignment Review
- Self-Evaluation
Session 11: Frame of Reference
- Your Frame of Reference
- Suspending Belief
- Techniques for the Workplace
- Prepare, Prepare, Prepare
- Testing Our Theories
- Delivering Your Message
- Be Direct
- Assertiveness
- Self-Attitude
- Words to Watch Out For
- Your Inner Self Talk
- Persuasion
- Thirty Ways to Persuade
- Case Study: A Negative Image
- I Messages
- The Assertive Formula
- Expressing Your No
- The Persistent Response
- Guidelines for Saying No
Session 12: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Entry requirements
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Computer requirements
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Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
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About this Course |
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Learn to Defuse a Tense Situation - 10 Courses in this Bundle
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Conflict Resolution: Getting Along In The Workplace Online Certificate Course
-
Dealing With Difficult People Online Certificate Course
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Crisis Management Online Certificate Course
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Risk Assessment and Management Online Certificate Course
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Creative Problem Solving Online Certificate Course
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Giving Effective Feedback Online Certificate Course
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Managing Difficult Conversations Online Certificate Course
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Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course
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Delivering Constructive Criticism Online Certificate Course
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Communication Skills Online Certificate Course
1. Conflict Resolution: Getting Along In The Workplace Online Certificate Course: Learn different types of conflict, stages of conflict, helping others through conflict, and creating win/win solutions
Conflict is a necessary part of our personal growth and development. It only becomes an issue when the people involved cannot work through it. When this happens, negative energy can result, causing hurt feelings and damaged relationships. This course will teach you how to resolve conflict and gain positive results.
In this course, you will learn what conflict is all about. You will also learn about different types of conflict, stages of conflict, helping others through conflict, and creating win/win solutions. As a bonus, you will also learn supporting skills, such as communication, active listening, and body language.
Key Learning Objectives:
- Understand what conflict is and how it can escalate.
- Understand the types of conflict and the stages of a conflict.
- Recognize the five most common conflict resolution styles and when to use them.
- Increase positive information flow through non-verbal and verbal communication skills.
- Develop effective techniques for intervention strategies.
- Become more confident of your ability to manage conflicts to enhance productivity and performance
2. Dealing With Difficult People Online Certificate Course: Learn the Basics of Conflict Resolution
Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.
In this Workplace Conflict Resolution Training Course: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.
Key Learning Objectives:
- Recognize how your own attitudes and actions affect others.
- Find new and effective techniques for dealing with difficult people.
- Learn some techniques for managing and dealing with anger.
- Develop coping strategies for dealing with difficult people and difficult situations.
3. Crisis Management Online Certificate Course: Be Ready For Emergencies
Viable organizations need to be ready for emergencies because they are a fact of doing business. This course will show you how to create a crisis management plan that will help your business prevent, respond to, and recover from all types of crises.
To begin this course, you will learn how to put the right people in place with a crisis management team and appropriate training. Then, you will learn how to identify and assess crisis risks, develop a response process, and gather appropriate resources. You will also learn how to respond to, document, and investigate crises; establish an emergency operations center; create a continuity plan; and recover from a crisis.
Key Learning Objectives:
Assign people to an appropriate crisis team role.
Conduct a crisis audit.
Establish the means for business continuity.
Determine how to manage incidents.
Help your team recover from a crisis.
Apply the process in practical exercise.
4. Risk Assessment and Management Online Certificate Course: Study Risk Assessment Management Course; Knowing How to Manage Risk and Hazards are Vital
Getting your Risk Assessment Management Course doesn’t mean that you will be able to predict, control or manage every risk. What it will do is put you in a great place to know what actions to take before, during, and after any unfortunate events that occur. Your preparedness will make it easier to mitigate the damage. Making the identification of hazards and risks a part of the daily business routine is vital for the overall health of the business. Providing a safe workspace is a non-negotiable requirement for every business owner.
Through our Risk Assessment Online Courses, you will gain an understanding of the not so obvious dangers and risks that are prevalent in your workplace. Having the proper methods to use when identifying hazards will give you greater ability to anticipate and prevent accidents.
Key Learning Objectives:
- Readily identify risks and hazards
- Revise and update control measures as appropriate
- Understand accident report fundamentals
- Recognize different risk management techniques
- Be able to describe and sketch out a disaster recovery plan
- Communicate risk management strategies effectively to the organization
5. Creative Problem Solving Online Certificate Course: Creative Problem Solving Online Course
The Creative Problem Solving Online courses gives you an overview of the entire creative problem solving process. Our Problem Solving Online courses are also created to give people the skills and tools for identifying and implementing solutions to any type of problem.
What is Creative Problem Solving?
Creative problem solving is your ability to come up with new ideas and identify opportunities "outside the box" when attempting to tackle problems. By developing your creative problem solving skills you will be able to think up fresh and innovative solutions to overcome obstacles.
Key Learning Objectives:
- Understand problems and the creative problem solving process
- Identify types of information to gather and key questions to ask in problem solving
- Identify the importance of defining a problem correctly
- Identify and use four different problem definition tools
- Write concrete problem statements
- Use basic brainstorming tools to generate ideas for solutions
- Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
- Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
- Perform a final analysis to select a solution
- Understand the roles that fact and intuition play in selecting a solution
- Understand the need to refine the shortlist and re-refine it
- Understand how to identify the tasks and resources necessary to implement solutions
- Evaluate and adapt solutions to reality
- Follow up with solution implementation to celebrate successes and identify improvements
6. Giving Effective Feedback Online Certificate Course: Learn How To Provide And Receive Feedback Effectively
It can be really tough to say what needs to be said. How do you tell your best friend that they have broccoli in their teeth? How do you tell your boss that he always mispronounces a particular client’s name? The answer is in a few simple tools and techniques.
Feedback is an essential element for our growth and development. This course is designed to help workplace leaders learn how to provide feedback any time that the message is due.
In this course, you will learn about the essential elements of feedback, important communication techniques, and a framework for informal and formal feedback. You’ll also learn some tips for receiving feedback.
Key Learning Objectives:
- Explain why feedback is essential.
- Apply a framework for providing formal or informal feedback.
- Use descriptive language in delivering feedback.
- Describe six characteristics of effective feedback.
- Provide feedback in real situations.
7. Managing Difficult Conversations Online Certificate Course: Work Your Way Through Tough Conversations
Whether it’s asking about a sensitive subject, telling someone they have broccoli in their teeth, or confronting a co-worker about their rude behavior, we all face difficult conversations from time to time. This course will give you a framework that you can use to help you work through tough situations.
This course will give you an eight-step process for a difficult conversation, as well as some things to consider when deciding to have the conversation (such as your desired outcome, the time and place, and how to stay safe). You’ll also learn how to speak persuasively, ask good questions, and listen actively.
Key Learning Objectives:
- Define frame of reference.
- Establish a positive intent and a desired outcome.
- Use good communication skills during a conversation.
- Draft a script for a difficult conversation.
- Use specific steps to carry out a difficult conversation.
- Access additional resources as required.
- Maintain safety in a conversation.
8. Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course: Master The Three Fundamental Skills Of Leadership
There are three fundamental skill areas that all leaders need to master: communication, coaching, and conflict. This introductory course will give you basic skills in all three areas.
In this course, you will learn about coaching models, conflict resolution techniques, and ways to communicate with your employees. You will also complete leadership assessment to help you identify how to connect with others. As a bonus, you will receive an introduction to some important leadership theories, including the Situational Leadership II® model and servant leadership.
Key Learning Objectives:
- Learn ways to prioritize, plan, and manage your time.
- Identify your primary leadership style.
- Develop some flexibility to use other leadership styles.
- Determine ways you can meet the needs of employees and co-workers through communication and coaching.
- Explore ways to make conflict a powerful force for creative, well-rounded solutions to problems.
9. Delivering Constructive Criticism Online Certificate Course: How to Manage Criticism to Benefit Your Organization
Delivering Constructive Criticism is one of the most challenging things for anyone. Through this course you will gain valuable knowledge and skills that will assist 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.
Constructive 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.
Key Learning Objectives:
- Understand when feedback should take place
- Learn how to prepare and plan to deliver constructive criticism
- Determine the appropriate atmosphere in which it should take place
- Identify the proper steps to be taken during the session
- Know how emotions and certain actions can negatively impact the effects of the session
- Recognise the importance of setting goals and the method used to set them
10. Communication Skills Online Certificate Course: Learn the art of communication and how to communicate better in a business or personal setting with our Communication Courses Online
The Communication Courses Online can show you how to make sure you are sending the right message. Each day, we communicate with others through our spoken words, body language, and written communication.
The Communication Courses will teach you all about the various aspects of communication. You will learn about asking questions, probing for information, active listening, and body language. Supporting skills are also covered, such as self-esteem, building relationships with others, and assertiveness.
Key Learning Objectives:
- Identify common communication problems that may be holding you back.
- Develop skills to ask questions that give you information you need.
- Learn what your non-verbal messages are telling others.
- Develop skills to listen actively and empathetically to others.
- Enhance your ability to handle difficult situations.
- Deal with situations assertively.
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step-by-step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review it at any time.
The Ultimate Conflict Resolution Online Bundle, 10 Certificate Courses include the following courses, below is a summary of each course:
Course 1 - Conflict Resolution: Getting Along In The Workplace Online Certificate Course
Session One: Course Overview
Session Two: Defining Conflict
- What is Conflict?
- Positives and Negatives
Session Three: Types of Conflict
Session Four: Open Conflict vs. Hidden Conflict
Session Five: Spontaneous and Reflective Behavior
Session Six: The Johari Window
- Understanding the Johari Window
- My Window
- Case Study: Spontaneous and Reflective Behaviors
Session Seven: Stages of Conflict
- The Five Stages of Conflict
- Another Version of the Conflict Process
- Conflict Outcomes
- Strategies for Dealing with Conflict
Session Eight: Creating the Win/Win
Session Nine: Conflict Resolution Style Questionnaire
- The Questionnaire
- Scoring
- The Conflict Grid
- Pros and Cons
Session Ten: The Role of Communication in Conflict Resolution
- The Communication Chain
- Other Barriers
- Establishing Positive Intent
Session Eleven: Active Listening Skills
Session Twelve: Paraphrasing Skills
- What is Paraphrasing?
- Making Connections
Session Thirteen: Powerful Questions
- Asking Questions
- Probing Techniques
Session Fourteen: Body Language
Session Fifteen: Pre-Assignment Review
Session Sixteen: The Conflict/Opportunity Test
- The Conflict/Opportunity Test
- Skills Test
Session Seventeen: Conflict and Its Resolution
- Visualizing Conflict
- A Strategy for Conflict Resolution
Session Eighteen: Helping Others Through Conflict
- Preparing for Conflict
- Conflict Resolution with Facilitation
- Setting Norms
- Coaching Through Conflict
- Managing Your Emotions
Course 2 - Dealing With Difficult People Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Conflict as Communication
- Understanding Conflict
- Do We Have To Fight?
- What is A Conflict?
- How About Avoidance?
- Self-Assessment
- Initiating the Move
Session 3: Benefits of Confrontation
- To Talk or Not to Talk
- Determining Your Involvement
- Reciprocal Relationships
- Pre-Assignment Review
- Improving Relationships
Session 4: Preventing Problems
- The Importance of Empathy
- Dangerous Misconceptions
- How You Prevent Problems
- Preventing Problems
Session 5: Getting Focused
- Getting to the Heart of the Matter
- What's Missing?
- Peeling to the Core
- The Three F's
- Facts
- Frequency
- Frustrated Relationship
Session 6: Managing Anger
- Coping Strategies
- Expressing Anger
- Dealing with Other People's Anger
- Guidelines for Assertive Anger
- Start Positively
- Be Direct
- Specify the Degree of Anger
- Don't Accuse Others of Making You Angry
- Share Your Feelings of Threat and Fear
- Acknowledge Your Responsibility
- Avoid Self-Put Downs
- Self-Protective Techniques to Block Criticism
Session 7: Dealing with Problems
- Dealing with Problems
- Working With the Suggestions
- Explaining the Suggestions
- Causes of Difficult Behavior
- The Difficulty of Others
- Dealing with Others
Session 8: The Three-Step Conflict Resolution Model
- The Three-Step Model
- Research
- Presentation
- Presentation – What to Do
- Take Action
- Getting the Hang of Things
Session 9: Practice Makes Pretty Good
- Planning: Step 1 - Research
- Planning: Step 2 - Presentation
- Planning: Step 3 - Take Action
Session 10: Changing Yourself
- Negative vs. Positive Interactions
- Negative Interaction
- Positive Interaction
- Take the Wheel!
- Walking Away
- Your Organization
- Dealing with Negative Feelings
- Put Yourself in Charge of You
- Monitor Your Self-Talk
- Be in Control
- Work on Your Sense of Humor
- Have a Support Team
Session 11: Why Don't People Do What They Are Supposed To?
- The Big Question
- Answering the Question
Session 12: De-Stress Options to Use When Things Get Ugly
- Belly Breathing
- Visualize
- Music
- Acupressure and Massages
- Laughter
- General Coping Thoughts When Things Get Messy
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Crisis Management Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Risk Assessment and Management Online Certificate Course
Module One - Getting Started
Module Two - Identifying Hazards and Risks
- What is a hazard?
- What is a risk?
- Consult with employees
- Likelihood scale
Module Three - Seeking Out Problems before They Happen (Part 1)
- Unique to your business
- Walk around
- Long term and short term
- Common issues
Module Four - Seeking Out Problems before They Happen (Part 2)
- Ask "What would happen if....?"
- External events
- Worst case scenarios
- Consequence scale
Module Five - Everyone's Responsibility
- See it, report it
- If it's not safe, don't do it
- Take appropriate precautions
- Communicating to the organisation
Module Six - Tracking and Updating Control Measures
- What is a Control Measure?
- Your business procedures
- Are they adequate?
- Updating and maintaining
Module Seven - Risk Management Techniques
- Reduce the risk
- Transfer the risk
- Avoid the risk
- Accept the risk
Module Eight - General Office Safety and Reporting
- Accident reports
- Accident response plans
- Emergency action plan
- Training and education
Module Nine - Business Impact Analysis
- Gather information
- Identify vulnerabilities
- Analyse information
- Implement recommendations
Module Ten - Disaster Recvoery Plan
- Make it before you need it
- Test, update and repeat
- Hot, warm and cold sites
- Keep documentation simple and clear
Module Eleven - Summary of Risk Assessment
- What are the hazards?
- Who might be harmed?
- Are current control measures sufficient?
- If not, change control measures
Module Twelve - Wrapping Up
Course 5 - Creative Problem Solving Online Certificate Course
Section One: Getting Started
- Objectives
- Action Plans
Section Two: The Problem Solving Method
- What is a Problem
- What is Creative Problem Solving?
- What are the Steps for Creative Solving?
Section Three: Gathering Information
- Understanding Types of Information
- Identifying Key Questions
- Methods for Information Gathering
Section Four: Problem Definition
- Defining the Problem
- Determining Where the Problem Originated
- Defining Present State and Desired States
- Stating and Restating the Problem
- Analyzing the Problem
- Writing the Problem Statement
Section Five: Getting Prepared to Brainstorming
- Identifying Mental Blocks
- Removing Mental Blocks
- Stimulating Creativity
Section Six: Generating Solutions, Part One
- Brainstorming Rules (Key to Success)
- Basic Brainstorming
- Brainwriting and Mind Mapping
- Brainwriting
- Mind Mapping
Section Seven: Generating Solutions, Part Two
- The Morphological Matrix
- The Six Thinking Hats
Section Eight: Analyzing Solutions
- Developing Criteria
- Analyzing Wants and Needs
- Using Cost/Benefit Analysis
Section Nine: Selecting a Solution
- Final Analysis
- Paired Comparison Analysis
- Analyzing Potential Problems
- Analyzing Potential Problems
Section Ten: Planning Your Next Steps
- Lesson One: Identifying Tasks
- Identifying Resources
- Implementing, Evaluating, and Adapting
Section Eleven: Lessons Learned
- Planning the Follow-Up Meeting
- Celebrating Successes
- Identifying Improvements
Section Twelve: Wrapping Up
- Words from the Wise
Course 6 - Giving Effective Feedback Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Definitions
- Food for Thought
- When Feedback is Needed
- Scenario One
- Scenario Two
- Scenario Three
- Scenario Four
- Scenario Five
- Scenario Six
- Scenario Seven
Session 3: Speaking Clearly
- Being Descriptive
Session 4: Communication Strategies
- Introduction
- Questioning Skills
- Good Questions: Open-Ended Questions
- Good Questions: Hypothetical Open Questions
- Good Questions: Appropriate Closed Questions
- Good Questions: Third-Person Questions
- Poor Questions: Loaded Questions
- Poor Questions: Leading Questions
- Probing
- Probing Techniques
- Non-Verbal Messages
- Sending the Right Message
- Managing Your Messages
- Voice
- Qualities of a Good Voice
- Interpretation Exercise
Session 5: Characteristics of Effective Feedback
- Introduction
- Informal Feedback Framework
- State Your Case
- Pre-Assignment Review
Session 6: Receiving Feedback Graciously
- Receiving Feedback Graciously
Session 7: Testing the Waters
- Scenario One
- Scenario Two
- Scenario Three
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 7 - Managing Difficult Conversations Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Conversation #1
- Conversation #2
Session 2: Choosing to Have the Conversation
- Considering the Consequences
- Establishing Your Frame of Reference
- Tips and Tricks
- Establishing Positive Intent
- Making Connections
- Accepting People for People
- Planning What You Want
- Things to Ask Yourself
- A Note on Fairness
Session 3: Toolkit for Successful Conversations
- Managing Your Body Language
- Making Connections
- Speaking Persuasively
- A Story from Mark Twain
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Making Connections
- Probing Techniques: Using Questions
- Probing Techniques: Pausing
- Probing Techniques: Using Reflection
- Probing Techniques: Paraphrasing
- Probing Techniques: Summary Questions
- The Probing Funnel
Session 4: Choosing the Time and Place
- Choosing the Time and Place
Session 5: Framework for Difficult Conversations
- Whats Your Purpose?
- Making Connections
- Steps for a Difficult Conversation
- Conversation Template
Session 6: Staying Safe
- Introduction
- Mutual Respect
- Common Ground
- Staying in Control
- When to Walk Away
- When Things Dont Work
Session 7: Testing the Waters
- Making Connections
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 8 - Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Pre-Assignment Review
- Making Connections
Session 3: Whats Your Type? How About Mine?
- Seeking Information
- Identifying Your Characteristics and Preferences
- Questionnaire
- What Does it Mean To Have a Number?
- Mostly As – Inquiring Rationals, Part One
- Mostly As – Inquiring Rationals, Part Two
- Mostly Bs – Authentic Idealists, Part One
- Mostly Bs – Authentic Idealists, Part Two
- Mostly Cs – Organized Guardians, Part One
- Mostly Cs – Organized Guardians, Part Two
- Mostly Ds – Resourceful Artisans, Part One
- Mostly Ds – Resourceful Artisans, Part Two
- Whats Important?
- Debrief
- Understanding Introverts and Extroverts
- Questionnaire
- Using the Continuum
- Case Study
Session 4: Understanding Leadership
- About Leadership
- The Situational Leadership II® Model
- Understanding Your Comfort Zone
- Choosing Our Style
- The Cyclical Process
- Managing Performance
- Making Connections
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- First Day Disasters
- Considering the Consequences
Session 5: Manage Your Time and Your Energy
- Introduction
- Larks and Owls
- SPIRIT Goals
- Organizing Your Workspace, Part One
- Organizing Your Workspace, Part Two
- Organizing Your Workspace, Part Three
- Our Top Time Management Tip
Session 6: The Commitment Curve
- The Big Picture
- The Phases of the Curve
- Stages of the Curve
- Stage One: Uninformed Optimism
- Stage Two: Informed Pessimism
- Stage Three: Hopeful Realism
- Stage Four: Informed Optimism
- Summary
- What Can Be Done to Bridge the Commitment Gap?
Session 7: Employee Development Models
- The Coaching Model
- Step One: Frame a Conversation, Part One
- Step One: Frame a Conversation, Part Two
- Step Two: Create Opportunities
- Step Three: Create an Action Plan
- Step Four: Give Feedback, Part One
- Step Four: Give Feedback, Part Two
- The Dialogue Model
- Defining I Messages
- Building the Message
- Description Techniques
- The Consequences and Benefits Matrix
Session 8: Dealing with Conflict and Difficult Issues
- Reflection
- Techniques for Resolving Conflict
Session 9: What Successful Leaders Do
- Secrets to Success
- Creating the Right Environment
- Making Connections
- Practices to Practice
- Making Connections
Session 10: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 9 - Delivering Constructive Criticism Online Certificate Course
Module One - Getting Started
Module Two - When Should Feedback Occur?
- Repeated events or behavior
- Breaches in Company policy
- When informal feedback has not worked
- Immediately after the occurrence
Module Three - Preparing and Planning
- Gather facts on the issue
- Practice your tone
- Create an action plan
- Keep written records
Module Four - Choosing a Time and Place
- Check the ego at the door
- Criticize in private, praise in public
- It has to be face to face
- Create a safe atmosphere
Module Five - During the session (Part 1)
- The feedback sandwich
- Monitor body language
- Check for understanding
- Practice active listening
Module Six - During the Session (Part 2)
- Set goals
- Be collaborative
- Ask for a self-assessment
- Always keep emotions in check
Module Seven - Setting Goals
- SMART goals
- The Three P's
- Ask for their input
- Be as specific as possible
Module Eight - Diffusing Anger or Negative Emotions
- Choose the correct words
- Stay on topic
- Empathize
- Try to avoid "You messages"
Module Nine - What Not to Do
- Attacking or blaming
- Not giving them a chance to speak
- Talking down
- Becoming emotional
Module Ten - After the Session (Part 1)
- Set up a follow-up meeting
- Make yourself available
- Be very specific with the instuctions
- Provide support and resources
Module Eleven - After the Session (Part 2)
- Focus on the future
- Measuring results
- Was the action plan followed?
- If improvement is not seen, then what?
Module Twelve - Wrapping Up
Course 10 - Communication Skills Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Creating Positive Relationships
- Ten Quick Wins
- Making Connections
- The Power of Words
Session 3: Growing Our Self-Awareness
- Do You Question Your Competence?
- Competence Questionnaire
- Developing Confidence
Session 4: Communication Basics
- Defining a Skilled Communicator
- Making Connections
Session 5: Communication Barriers
- Case Study: New Neighbors
- Common Barriers
- Applying the Answers
- Being Mindful
Session 6: Asking Questions
- Asking Good Questions
- Types of Open-Ended Questions
- Introduction to Probing
- Probing Methods
- Pushing My Buttons
Session 7: Listening Skills
- Can You Hear Me?
- How Do You Rate Your Listening Ability?
- Active Listening Skills
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- What Is Said and What Is Heard
- Communication Situations
Session 8: Body Language
- What Do Our Bodies Say?
- Tips and Tricks
- Managing Your Messages
- The Signals People Send
- Gestures
- Interpreting Gestures
Session 9: Communication Styles
- Understanding Dichotomies
- Making Connections
- Advantages and Disadvantages
- Dichotomies in Action
- Step Two
- Step Three
Session 10: Creating a Positive Self-Image
- Seven Things People Determine from Your Appearance
- Pre-Assignment Review
- Self-Evaluation
Session 11: Frame of Reference
- Your Frame of Reference
- Suspending Belief
- Techniques for the Workplace
- Prepare, Prepare, Prepare
- Testing Our Theories
- Delivering Your Message
- Be Direct
- Assertiveness
- Self-Attitude
- Words to Watch Out For
- Your Inner Self Talk
- Persuasion
- Thirty Ways to Persuade
- Case Study: A Negative Image
- I Messages
- The Assertive Formula
- Expressing Your No
- The Persistent Response
- Guidelines for Saying No
Session 12: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.
Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.
Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.
The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews
No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.
No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.
This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.
Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.
Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).
There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.
Individual courses are designed to be completed within 6-8 hours.
If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:
- 2 course bundle is 2 x 6-8 hours = 12-16 hours
- 3 course bundle is 3 x 6-8 hours = 18-24 hours
- 5 course bundle is 5 x 6-8 hours = 30-40 hours
- 10 course bundle is 10 x 6-8 hours = 60-80 hours
All the required material for your course is included in the online system, you do not need to buy anything else.
Yes, all our courses are interactive.
Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.
You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.
Wendy Sue Hunt - 5 STAR REVIEW
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The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"
Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.
No, it is not equivalent to a college or university credit.
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.
The Certificates are valid for life and do not need renewing.
Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.
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Course Summary
| Course ID: | CFS03CR10CB |
|---|---|
| Delivery Mode: |
Online |
| Access: | Lifetime |
| Tutor Support: | Yes |
| Time: | Study at your own pace |
| Duration: | 60-80 Hours for total bundle |
| Assessments: | Yes |
| Qualification: | Certificate |
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