Course catalogue

"“A goal properly set is halfway reached.” 

-Zig Ziglar was an American author, salesman, and motivational speaker 

In this course, we will explore cascading goals. Organizations have used cascading goals in its performance management process for decades. The purpose of cascading goals is to ensure that individual goals align with organizational objectives. We will examine some approaches used by organizations to cascade goals. We will also explore why some organizations are now turning this process upside down.

• Describe the two approaches of cascading goals from top to bottom 

• List the disadvantages of the top to bottom approach 

• Describe the bottom to top approach and identify its disadvantages

How to great in the new world.

The focus of your call center may be to generate sales or to handle customer service, either way, your department has an important role in the organization. The call center team is the face of the company for the customer, hence plays a crucial role in customer handling. Call centers generate a high turnover, which makes it even more important to exhibit consistent management and strong leadership to avoid attrition and to increase productivity and response time. 

In this lesson, let’s look at some ways that you can develop and maintain a happy, productive, and motivated call center team.

• Hire and train the right professional 

• Measure, monitor, and motivate your employees 

• Reward and affirm your team

Being a successful virtual leader takes a lot more energy than a face-to-face leader. It is also important to keep each employee engaged in a “high-touch” environment. Leadership qualities such as communication, coaching, feedback, and professional development are important, yet it is how you deliver these qualities can be challenging. Virtual life has its pros and cons, hence it is important to have strong communication skills through effective virtual meetings that allow all employees to contribute. 

• Identify ways to create a high-touch environment

• Enlist the elements of a successful virtual environment

• Demonstrate leading change in a virtual environment

• Determine factors in creating successful virtual teams

Microaggressions are one aspect on the spectrum of racism. They are interpersonal, everyday occurrences that have a significant impact. When faced with the need to eradicate racism in our society, it can feel like an overwhelming task. Understanding the macro effects of microaggressions, and how to address them, is a great place to start.

• What is a microaggression and examples?

• What are the macro effects of microaggressions?

• How do we address microaggressions in the workplace?

The success of a product or services organization is dependent on how effectively their sales team sells. The ability of a company's sales reps to “win” at each stage of the selling process, and ultimately earn the business on the right terms and in the right timeframe, determines the sales team’s effectiveness. In this course, you will get familiarized with the importance of cold calling, it’s key principles and the tips and trick of mastering the subject.

• Define cold calling

• Identify key principles of effective cold-calling

• Enlist the tips to master cold calling

Presenting to groups is a regular part of many leaders’ responsibilities. You may speak at industry gatherings, leadership retreats, conferences, or staff meetings. Regardless of whether you’re presenting to large or small groups, your goal should be to deliver your message in a way that is engaging and interactive. Studies say that you have less than one minute to engage your audience before they begin to lose interest. And once you’ve captured their attention, you must continue to purposefully interact with them throughout the presentation. This course will enable you to enhance your engagement techniques which can be the difference makers that determine how focused, connected, and engaged your audience will be throughout your presentation.

• Identify the steps involved in planning for a successful presentation

• Recognize the importance and methods of practice

• Demonstrate the practices essential to boost your confidence while delivering a presentation