SKILLPORT TRAINING GUIDE

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1 Administrative Communication Customer Service Leadership Management Performance Personal Development Team Work SKILLPORT elearning Log In Information User ID: PeopleSoft ID Password: Birthdate (MMDDYYYY) This guide is an abbreviated list of one hour courses that will support employee s development and continued success. Skillport offers over 2800 courses, books etc.

2 Administrative Essential skills for Administrative Support Professionals o Administrative Professionals: Representing Your Boss o Administrative Professionals: Common Administrative Support Tasks o Administrative Professionals: Maximizing Your Relationship with Your Boss o Administrative Professionals: Interact with Others o Administrative Professionals: Putting Your Best Foot Forward Communication Communicating Effectively with the C Level o Techniques for Communicating Effectively with Senior Executives o Preparing to Communicate Effectively with the C Level Difficult Conversations o Preparing for a Difficult Conversation o Having a Difficult Conversation o Having Difficult Conversations Effectively o Using and Instant Messaging Effectively Telephone o Essential Skills for Professional Telephone Call Writing o Business Writing: Know Your Readers and Your Purpose o Business Writing: How to Write Clearly and Concisely Meetings o Preparing for Effective Business Meetings Interpersonal Communication o Interpersonal Communication: Communicating with Confidence o Interpersonal Communication: Targeting Your Message Workplace Conflict o Workplace Conflict: Recognizing and Responding to Conflict o Workplace Conflict: Strategies for Resolving Conflict Emotional Intelligence o Using Emotional Intelligence on the Job Cross Cultural o Improving Communication in Cross-Cultural Relationships Listening o Listening Essentials: The Basics of Listening Presentation o Using Facilitation Skills as a Manager o Basic Presentation Skills: Planning a Presentation

3 Customer Service o Basic Presentation Skills Delivering a Presentation o Public Speaking Strategies: Preparing Effective Speeches Customer Service Fundamentals o Customer Service Fundamentals: Building Rapport in Customer Relations o Customer Service in the Field o Customer Service Over the Phone o Internal Customer Service o Customer Service Confrontation and Conflict o Shaping the Direction of Customer Service in Your Organization Customer Focus o Identifying and Managing Customer Expectations o Creating and Sustaining a Customer-focused Organization Customer Advocacy o Customer Advocacy: Communicating to Build Trusting Customer Relationships o Customer Advocacy: Supporting Customer Advocacy Employee Excellence o Campus to Corporate: Developing a Professional Image o Developing the Right Attitude for Performing under Pressure o Reframing Negative Situations o Understanding Workplace Diversity o Building and Managing Upward Relationships o The Fruits of Integrity: Building Trust at Work o Using and Instant Messaging Effectively o Writing for Business o Written Communication Managing Customer-Driven Process Improvement o Customer-Driven Process Improvement: Basic Framework o Customer-Driven Process Improvement: Identifying Customer Needs o Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions Leadership Leadership Essentials o Leadership Essentials: Motivating Employees o Leadership Essentials: Communicating Vision o Leadership Essentials: Building Your Influence as a Leader o Leadership Essentials: Leading Business Execution o Leadership Essentials: Leading Change o Leadership Essentials: Creating Your Own Development Plan

4 Employee Engagement o The Benefits and Challenges of Engaging Employees Strategy o The Voice of Leadership: Effective Leadership Communication Strategy o Developing the Strategic Thinking Skill of Seeing the Big Picture Prioritizing o Setting and Managing Priorities Within the Organization: Mission and Goals o Setting and Managing Priorities Within the Organization: Motivation Developing a Culture of Learning o Fundamentals of Organizational Learning o Developing Learning Practices Risk Management o Risk Management: Identifying Risk o Dealing with Risk Management First Time Managers o First Time Manager: Understanding a Manager s Role o First Time Manager: Challenges o First Time Manager: Meeting Expectations Management Essentials o Management Essentials: Direction Others o Management Essentials: Developing Your Direct Reports o Management Essentials: Treating Your Direct Reports Fairly o Management Essentials: Confronting Difficult Employee Behavior o Management Essentials: Managing a Diverse Team Managing o Managing Technical Professionals o Managing New Employees Change o Managing Change: Building Positive Support for Change o Transitioning from Technical Professional to Management Delegation o Delegation Essentials: An Introduction to Delegating o Delegation Essentials: The Delegation Process Finance and Accounting o The Essentials of Budgeting for Non-Financial Professionals o Planning and Preparing an Operating Budget Human Resources o Essentials of Interviewing and Hiring: Selecting the Right Candidate o Organizational Structure and Employee Behavior

5 Performance o Strategies for Successful Employee Onboarding: Getting Started Managing Problem Performance o Recognizing and Diagnosing Problem Performance o First Steps for Turning Around a Performance Problem Performance Appraisal Essentials o Performance Appraising Essentials: Conducting Traditional Appraisals Performance o Performing with Others Under Pressure o Monitoring and Improving Performance Personal Development Effective Time Management o Time Management: Planning and Prioritizing Your Time o Time Management: Avoiding Time Stealers Problem Solving and Decision-Making Strategies o Problem Solving: The Fundamentals o Problem Solving: Determining and Building Your Strengths o Decision Making Tools and Techniques Dealing with Organizational Change o Understanding Organizational Change Critical Thinking Essentials o Critical Thinking Essentials: Applying Critical Thinking Skills Peer Relationships o Developing Strategic Peer Relationships in Your Organization Professionalism and Business Etiquette o Professionalism, Business Etiquette, and Personal Accountability Optimizing Your Work/Life Balance o Optimizing Your Work/Life Balance: Taking Control of Your Stress Project Management Project Management o Project Management Fundamentals o Initiating and Planning a Project o Managing Projects with No Direct Authority o Project Management Essentials Team Work

6 Optimizing Your Performance on a Team o Being an Effective Team Member o Establishing Team Goals and Responsibilities o Elements of a Cohesive Team o Effective Team Communication o Using Feedback to Improve Team Performance o Cross-Functional Team Fundamentals Leading Teams o Leading Teams: Launching a Successful Team o Leading Teams: Establishing Goals, Roles, and Guidelines o Leading Teams: Developing the Team and Its Culture o Leading Teams: Building Trust and Commitment

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