E-Learning Courses

Please check the appropriate box to indicate your E-Learning course:

	Online E-Learning Courses		Course Price

	Course Number: 101 - Effective Problem Solving Problem solving is one of the most universal skills. It applies to every organization in every environment, regardless of the type of product or service provided. Despite the necessity for problem solving, most people have no idea how to go about it in a methodical and effective way. This E-Learning Course will provide a comprehensive framework for problem solving, from defining the problem to determining causes, and from taking action to verifying effectiveness. We’ll apply the concepts at each step through interactive examples. Students will leave the course armed with effective problem solving tools, the knowledge to use them properly, and the confidence to lead others in making improvements. Here are the specific topics we’ll cover: The fundamentals of effective problem solving Prioritizing problems Writing the problem statement Defining the current process Identifying the causes Planning and implementing actions Verifying effectiveness Course credit: 0.2 CEUs Approximate time to complete: 2 hours or less		$39.95

	Course Number: 102 - The 20 Essential Audit Questions Auditing is one of the most powerful improvement tools available, but like all powerful tools, you have to lay the groundwork for success. The trick is training internal auditors so they are able to produce high impact results. This course is fast paced and engaging, covering internal auditing from A to Z. It is divided into 2 halves: questions you should ask yourself about your own auditing, and questions you should ask personnel during audit interviews. The concepts are practical and skill based, very effective for new and experienced auditors alike. Here are the specific topics we’ll cover: How to develop an audit plan Steps to preparing yourself for the audit Having a balanced approach and looking for positives Writing nonconformities clearly and concisely The relationship between requirements and evidence The role of opinions during an audit Interpersonal techniques for establishing rapport and building trust Communication during the audit The benefits of auditing with a learning frame of mind The most important questions to ask auditees in any situation Course credit: 0.2 CEUs Approximate time to complete: 2 hours or less		$39.95

	Course Number: 103 - Building your Leadership Potential The roles of manager and supervisor have changed dramatically in the last 30 years. In spite of this fact, the majority of managers still go about their tasks in the same way people did a half century ago. We will address the roles of a leader, how to motivate and inspire personnel, and using power effectively. The reality is that all personnel have the ability to exercise leadership in some manner. This is an engaging and thoughtful E-learning course that is appropriate for personnel at all levels of the organization. If you want to become more successful and create positive change within your company, this course is an absolute must. Here are the specific topics we’ll cover: The artificial barriers to exerting leadership, and how to get around them The four building blocks of leadership: character, clarity, communication, & credibility Cultivating a leadership character The relationship between humility and leadership Techniques for defining your personal values Methods for immediately improving leadership clarity How to develop an organizational vision statement Leadership communication keys, including storytelling Practical steps to strengthening your credibility Specific and simple techniques for increasing charisma Course credit: 0.2 CEUs Approximate time to complete: 2 hours or less		$39.95

	Course Number: 1002 - The 20 Essential Audit Questions - 8 pack This is the same as course number 102, but it is a grouping of 8 spaces in the course for individual students. Just send me your list of students (student names and email addresses) after purchasing and I'll send each student a unique user name and password. This course can be configured for any number other students; just contact Craig at admin@trainingexcellence.org for details.		$319.60

	Course Number: 104 - Handling and Preventing Customer Complaints It seems inevitable: things go wrong and customers complain. But how exactly should an organization react to these complaints? Even more importantly, what should you do to prevent them in the first place? This E-Learning Course will explore the truth versus myth of customer complaints: from their impact on customer loyalty, their relationship to overall customer perceptions, and the practical steps of managing complaints for long term success. The course concludes with the specific methods that prevent nonconformities and eliminate complaints before they start. The concepts are applicable to employees at all levels of the organization, from top management to front line service providers. Here are the specific topics we’ll cover: The path to converting customer complaints to customer loyalty The role of empathy in defusing emotions Affirming and positive language to be used during complaint interactions Methods for investigating problem details Complaint procedures that produce positive results Administrative tools that can be used by any organization The role of troubleshooting to handle customer problems How to effectively execute service recovery The most common sources of complaints, and how to prevent them from occurring Course credit: 0.2 CEUs Approximate time to complete: 2 hours or less		$19.95