The performance appraisal is a tool used by managers to assess employee work performance. Effective performance appraisals are not treated as a formality or routine, but are rather viewed as a systematic, formal approach to assess an individual’s job performance. After writing an appraisal, managers should deliver it to their employees in a way that recognizes the worker’s efforts towards reaching company goals while offering advice to help the worker do even better in the future. Companies use performance appraisals to make important decisions that impact both individuals and the entire organization. This course discusses the role managers’ play in the performance appraisal process, discusses ways to measure job performance, and describes how to delivering performance feedback.
Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer’s decision to purchase a good or product is as much an emotional decision as it is a rational one. Customer service workers who learn how to be effective listeners are better able to meet the needs of their customers and are much more likely to deliver exceptional customer service. To deliver exceptional customer service, companies and customer service providers must first seek to understand what customers want and need by listening to them. This course discusses how to develop customer-focused listening skills.
Public speaking is one of the most common anxiety-inducing experiences. Whether delivering a speech in front of a large audience or having a direct conversation with one or two other people, we often allow stress and nerves to impede our ability to deliver a clear message. This course is designed to help learners understand the causes and signs of speaking anxiety and learn practical ways to address their speaking fears.
Each company has its own unique business objectives, but they all share a common need to measure customer satisfaction if they want to meet this objective. This course discusses ways to measure satisfaction, which in turn helps companies deliver exceptional customer service.
More and more businesses are turning to technology to handle both internal and external communications. Making the idea of a centralized workforce that meets face-to-face daily less common. Many companies are embracing the idea of remote workers who can provide a diverse range of skills and viewpoints without being bound by location. There is an abundance of advantages to remote work, both for the employer and employee, but without being aware of the challenges that can arise when managing remote workers, managers can find it difficult to successfully supervisor their remote employees. As the working environment changes, it is important for managers and supervisors to stay up to date on the current technologies, skills, and trends available.
A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process. Problems create stress in the individual experiencing them, so learning to cope with stress is part of the problem-solving process. This course discusses how to resolve customer-related problems. It is designed for a general business audience.
Many seeds of today’s management practices are found throughout history. This course discusses some of the major theories that have led to today’s management practices.
Besides negotiating organizational structures, today’s manager needs to understand how to use various organizational processes to achieve results. This course discusses how companies can be organized, internally and externally, to ensure a more effective organizational process
Companies that want to succeed over the long-term need to understand strategic management. The process itself is straightforward: identify the company’s mission and goals, perform both internal and external analyses of the company, decide what actions need to be taken, take the required actions, and evaluate the results of those actions. Different organizational strategies can help companies through the process. Companies need to choose the strategies that best fit their needs and be willing to adapt if necessary. Strategic management gives managers a road map that shows where problems are and where they might develop. Armed with practical information, managers can prepare for changes and know how to accommodate those changes when they arrive.
Organizational behavior is the study of how people interact in the workplace and how this interaction affects the organization. Managers are a key component within an organization and greatly impact internal interactions. They are the people who most directly influence the behavior of employees—whether through motivation, rewards, mentoring, or discipline. Managers need to be good at planning, organizing, leading, and controlling, but they also need good interpersonal skills. How managers get along with their employees can have a big impact on how those employees do their jobs. If management provides a supportive work environment and employees feel valued and respected, they will be more content and more productive.
Management is a part of every company and organization. This course will define management and describe the four principles of management.
Managers serve specific roles within an organization, which may differ depending on the level of management they fill. This course will discuss the various levels of management and the roles those managers play.