Team Member Certificate
SLU's Online Learning
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Sarah Hassen at 977-8587 or by email: firstname.lastname@example.org. For questions about the certificates, contact Lisa Terneus at 977-5057 or by email: email@example.com. Enroll by simply logging into SkillSoft and select your certificate from the homepage and click on the "add to your plan" icon.
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Team Member Certificate (minimum of 6 courses)
The Human Resources Training and Development Department is pleased to announce a new online certificate program for team members. This program offers you the opportunity to acquire and develop knowledge, skills and competencies to enable you to be a more productive and effective member of your work team. Earn your certificate by completing the courses in each of the following topics:
- Productivity and Results (2 courses)
- Working with Others (2 courses)
- Resiliency in Change (2 courses)
Your certificate will be presented upon successful completion of all six courses. There is no "due date," allowing you to complete your certificate at your own pace.
Please log into your SkillSoft account and view the catalog.
PRODUCTIVITY AND RESULTS
(Choose one from the following):
Sam Walton, founder of Wal-Mart, is reputed to have said, "There is only one boss - the customer. And he can fire everybody in the company - from the chairman on down - simply by spending his money somewhere else." Effective quality management processes focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to accurately identify the wants, needs, and expectations of their customers. This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer service principles are also analyzed. It is aligned with the Quality Management Division of the American Society for Quality's Certification Handbook and is designed to assist learners as part of their preparation for the ASQ Certified Manager of Quality / Organizational Excellence certification exam.
Conflict, Stress and Time Management
Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners to work in a customer support center or help desk environment. the items on it. The course also outlines how to sequence and queue tasks to help improve your time management. Finally, it describes how to estimate time frames so you can schedule your tasks effectively and meet your deadlines. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Coping with Conflicting Priorities *
Too little time, too many tasks, and everything needs your immediate attention. Sound familiar? This Challenge Series exercise explores the tools and skills needed to manage your time and cope with conflicting priorities.
*If you choose to take this Challenge Series exercise, you are required to combine it with another course.
Time Management: Avoiding Time Stealers
Time is a precious, non-renewable resource - how effectively you use it will determine success in both your career and personal life. The greatest squanders of this valuable commodity are time stealers - that multitude of annoyances, trivial tasks, and administrative duties that can easily consume your days. Moreover, you may find that some of your own behaviors affect how well you manage time. For example, you may be a procrastinator, or you may find it difficult to say no to requests to take on more work. Such behaviors can reduce your efficiency, as well as create unnecessary stress for you. This course focuses on strategies for dealing with common time stealers - procrastinating and taking on too much work - as well as how to handle interruptions. It shows you how effective time management can help you concentrate on the work that is truly productive while dealing both professionally and speedily with your time stealers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Managing Your Career: Creating a Plan
Getting and keeping your career on track takes careful planning. Those who wait for opportunities to come knocking may be left behind. Approaching your career proactively and being able to recognize opportunities to move ahead are key to smart career management. It starts with knowing yourself and what you want to do so that you can align your career moves with your goals. This course guides you through the process of taking stock of your present situation and determining the best way ahead. It starts with taking inventory of your values, interests, skills, and needs. Then based on these findings, you can determine your strengths. This course provides examples of roles in which you could use those strengths. It also provides tips on how to deal with any weaknesses that are holding you back. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Improving Your Emotional Intelligence Skills: Self-awareness and Self-management
Emotional intelligence is the ability to recognize and deal with emotions in a healthy and productive manner. Many people don't realize that their emotions are determined by what they think, and that concrete self-management techniques exist for gaining control of feelings. Emotional intelligence involves being aware of and managing emotions within your relationships with others. But before you can recognize others' emotions and manage your relationships, you must have a firm sense and control of your own feelings. Through this course you'll learn how to build your emotional intelligence through appropriate actions and techniques for managing your emotions. You'll focus on the competency areas of`self-awareness and self-management. You'll learn how to identify and regulate your own emotions through self-awareness techniques, including understanding the value of emotional self-awareness and recognizing typical behavioral and physical expressions of key emotions. And you'll explore how to move from self-awareness to self-management and how self-management functions as a component of emotional intelligence. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Decision Making: Making Tough Decisions
Making decisions in your personal and professional life is not always easy, especially when you're dealing with an uncertain or unknown future. And there are many situations that can make decision making particularly challenging, such as when you have to weigh very similar or very disparate alternatives then make compromises and trade-offs between them. Another situation is when you have to determine whether to trust logic, intuition, or some combination of the two.
This course reviews a number of these decision-making challenges and introduces strategies for dealing effectively with uncertainty, making informed trade-offs using a systematic process, and placing appropriate trust in your intuition when making difficult decisions. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Working Without a Net: Decisions Simulation *
Risk is an inherent part of business. Every decision of every day is fraught with a degree of peril and consequence. To succeed, executives, managers, team leaders, and employees alike must each make viable choices, all without the safety of a net. The Working without a Net: Decisions Simulation has been designed to allow participants to practice making everyday decisions within the relative safety of a learning environment. Over the course of the simulation, participants will apply their decision-making skills to overcome a host of obstacles by decisively applying proven risk management strategies and analytical methods. Special emphasis will be placed on the participant's ability to nurture a work environment that is open to and accepting of risk-taking. The Working without a Net: Decisions Simulation comprises four scenarios and is based on the SkillSoft series "Working without a Net: The Business of Risk." Throughout the simulation links are provided to the following SkillSoft courses: PD0241, PD0243, and PD0245.
* If you choose to take this simulation, you are required to combine it with another course.
Getting Results without Direct Authority: Reciprocity
One way to get results without authority is to leverage the law of reciprocity. For example, you help someone with a difficult analysis and that person in turn helps you put together a presentation. Or you support a colleague in a meeting, and later you get a key role in that colleague's project. For any trade to be successful, though, you need to know what others need and what resources you have to offer them that match those needs. Then the trade will be a valuable one. This course describes how to develop an effective give-and-take strategy so you can influence others to get the results you need. It also covers some possible objects of trades valued by others and available for you to offer. In addition, it discusses some of the different trading approaches you can take in different situations.
WORKING WITH OTHERS
(Choose one from the following):
Interpersonal Communication: Targeting Your Message
Author and communication expert Anthony Robbins once said, 'To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.' In other words, understanding who you're talking to is as important as understanding what you're trying to communicate. Additionally, it is important to understand the role the medium, context, and other variables have on the communication process so you can optimize factors that are under your control. To confirm that your message got through, the final step in the communication process is asking for and reviewing feedback from your audience. This course explores key considerations for planning and delivering targeted messages. It highlights the components involved in communication and describes what to look for when analyzing the needs and wants of your intended audience - even if it is an audience of one. This course also takes you through the selection of an appropriate medium and context for a given message, and suggests strategies for delivering a well-planned message and eliciting feedback after your message is delivered. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Effective Interpersonal Communications Simulation *
Lockstone Interactive Media has successfully implemented custom web solutions for clients both large and small. Equally adept at building both high-end web sites and custom online software applications, Lockstone's customers have included healthcare institutions, automobile parts manufacturers, technology firms, and nonprofit organizations. You're an account representative with Lockstone responsible for working with customers throughout the design and development process. The first step is to meet with a prospective client to discuss his needs. Assuming this initial consultation goes well, you then work with other members of the Lockstone team to develop a web design and strategy proposal for the client. And if the client accepts the proposal, you will then oversee and facilitate the completion of the work. Your job involves extensive contact with many different people. You're successful at it because you rely on your strong interpersonal skills. But working with an extremely demanding customer and difficult colleagues are going to put your communication abilities to the test. This simulation is based on the SkillSoft series "Interpersonal Communications" and contains links to the following courses: comm_21_a01_bs_enus, comm_21_a03_bs_enus, comm_21_a04_bs_enus, comm_21_a05_bs_enus.
*If you choose to take this simulation, you are required to combine it with another course.
Receiving Feedback and Criticism
We all need feedback so that we can learn and improve. Sometimes feedback is on target, and its usefulness is apparent. Other times it may not be as easy to receive. Being able to receive feedback and criticism appropriately without getting your emotions involved is an essential skill for success in the business world. People in an organization need to be able to receive corrective feedback effectively, whether from someone in authority, a direct report, or a peer. Doing so allows you to better understand your colleagues' concerns, calm potentially heated exchanges, and solve issues efficiently. This course starts by exploring the reactions that typically occur when a person receives corrective feedback or criticism. You will also learn an approach that you can use to help you receive feedback in a productive manner and then have a chance to practice receiving feedback using that approach. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Giving Constructive Criticism
Feedback is an essential element of successful businesses. Everyone benefits from the exchange of meaningful, constructive criticism. But giving criticism that is constructive rather than destructive can be one of the most important and difficult skills to learn. Given thoughtlessly, without proper preparation and consideration, it's likely to be ignored by the recipient or worse yet, give offense. On the other hand, when given properly, constructive criticism given by a manager to an employee, or from a team leader to a team member, is a powerful tool for improving performance and increasing productivity. This course starts by exploring the key differences, the effects, and the importance of giving constructive criticism as opposed to destructive criticism. You will then learn a three-step process for giving constructive criticism effectively and have a chance to practice using it in a RolePlay that simulates a realistic work scenario. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Techniques for Communicating Effectively with Senior Executives
Understanding how to communicate effectively with senior executives is a valuable skill for any professional. How else will you pitch your great idea to your CEO or report on key successes or failures? What if you've got only a few minutes to get your message across? This course provides direction on how to carry out executive-level communications in both formal and informal settings. It also explores different communications media and how they might be used to convey your message to senior executives. Finally, the course recognizes the different reasons why you might communicate with the "C" Level. It offers specific guidance on furnishing reports, making proposals, and requesting additional resources.
Communicating Effectively with Project Stakeholders Simulation *
A project manager is the communication hub through whom all project information flows. Customers, suppliers, project team members, and company executives all rely on the project manager for up-to-date information that has been processed and tailored to meet their needs. While mastering the technical aspects of project management is essential, it is not enough to ensure success. The Communicating Effectively with Project Stakeholders Simulation is designed to provide opportunities to practice the communication skills required to effectively manage project stakeholders. This simulation comprises three scenarios and is based on the following two SkillSoft courses: Stakeholders and the Communications Management Plan (proj_12_a01_bs_enus) and Processes for Managing Project Communications (proj_12_a02_bs_enus).
*If you choose take this simulation, you are required to combine with another course.
Workplace Conflict: Recognizing and Responding to Conflict
Conflict can have many causes - disagreements about who does what, or about how things are done, as well as disagreements related to personality and style. And inevitably, conflicts will arise in the workplace, so it's critical to be able to deal with them successfully. If you avoid conflict that requires quick, decisive action, or if you take an aggressive approach when you need to gain the commitment of the other person, you may make the situation worse. Unresolved conflict can intensify and hinder your productivity as you spend more time worrying about the conflict than achieving your goals. And remember, the costs of prolonged conflict can be high - negative emotions, blocked communication, and stress. But choosing the appropriate response based on the type of conflict is important. When you address conflict properly, you will experience a number of benefits: it can enhance your creativity and it can strengthen your relationships, for example. This course describes these and other benefits of conflict. It also explains the types of conflict situations you're likely to face in the workplace and describes appropriate responses depending on the outcome you want. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Standard Business Etiquette
The rules of proper business etiquette are changing. In many corporations, middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial, particularly if you're looking to advance your career. How do you maintain your private "space" when you sit in one of a dozen cubicles? How should you address your peers and superiors, and what's the proper attire for today's corporate culture? In this course, you'll learn how to conduct yourself in the standard business environment with poise and confidence.
Performing with Others under Pressure
High-pressure environments can be hard on professional relationships. You can so easily get caught up with a major project or looming deadline that your interpersonal skills slip. Under pressure, you may start to make instinctive emotional reactions as your awareness of others' feelings fades. But, to be as effective as possible, you need the support of others, and high-pressure situations are no exception. This course helps you develop skills you need to recognize your personal reaction to pressure and how it impacts your relationships with others. It shows how you can consciously control your interpersonal reactions when under pressure and how to avoid unnecessary tensions. And it details a step-by-step process you can use to stay in control when you're faced with a high-pressure interaction. This all enables you to recognize the importance of professional relationships, and it helps you to stay in control and make the right moves when you're performing with others under pressure.
Preparing to Negotiate *
*If you choose to take this Learning Spark, you are required to combine it with another course.
Succeeding in the American Workplace
Efficiency, achievement, and action are important workplace values in the United States. And being successful in an American workplace can depend on how well you adopt practices that reflect these values. For example, do you actively look for ways to make things better in your organization? Do you know how to conduct meetings efficiently? Are you able to make decisions quickly and effectively when working in time-sensitive situations? This course describes effective workplace practices and behaviors related to these and other areas that can help you succeed in the American workplace.
Leading Teams: Establishing Goals, Roles, and Guidelines
The way in which a team is built is an important factor in determining team success. Leading a team quickly and smoothly into high performance mode requires the groundwork of setting team goals, identifying project tasks and assigning the right people to them, and defining the standards of team behavior to ensure team members work together so that team objectives are met.
This course covers techniques for laying the foundation for a successful team. These techniques include setting team goals, assigning roles to individual team members, and defining specific guidelines that outline how team members should behave to minimize conflict and optimize team performance. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Anger Management Essentials: Understanding Anger
Anger is a normal and even healthy emotion, rooted in the instinct for self-preservation. It provides important information about our relationships with others and can help us face trouble and overcome obstacles. But if it's not managed properly, this powerful emotion can be very destructive. And the consequences of poorly managed anger in the workplace may be much greater than in other contexts. Yet, its potential benefits may also be greater. This course explores the different ways that people express anger and the common causes of anger in the workplace. It also describes how you can use anger positively in the workplace, and the resulting benefits when you do.
Anger Management Essentials: Managing and Controlling Anger
Anger is a subject that affects most everyone. Some individuals need help in controlling their anger, whereas others need help to positively express feelings of anger that are buried. It's important to find healthy ways of owning and expressing your anger. Otherwise, it may find some expression that is inappropriate, unhealthy, or counterproductive. The key to managing anger is creating conditions in which anger can be expressed appropriately and productively. In this course, you'll learn how to handle your anger in a healthier, more balanced way. You'll also find out how to engage with angry people appropriately and effectively.
RESILIENCY IN CHANGE
(Choose one from the following):
Understanding Organizational Change
Change can be disruptive. A change in your life, whether good or bad, can create a period of uncertainty, stress, and anxiety while you adjust. And change at work is no different. You may question what's going on and feel like you have no control over the situation. But eventually, ideally, you'll see that the change brings a positive result for your own job, and your organization. A clear understanding of what organizational change is, and what to expect when dealing with it, can shorten the period of adjustment so you can get back on track sooner.
This course provides a basic understanding of what is meant by organizational change and typical events that can trigger organizational change. It also outlines the three specific types of organizational change. Finally, the course details common reactions to organizational change, and the stages you can expect to go through when dealing with organizational change. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Creating and Maintaining a Positive Work Environment
Leaders play a vital role in establishing and maintaining a positive work environment. This is key to any organization's long-term success, no matter how many employees you have. It's leaders who foster the work atmosphere; they're responsible for conducting things in a way that helps raise people's spirits. Leaders can also help counteract a negative environment, and create a positive one by communicating honestly, respecting and supporting others, and maintaining a good attitude themselves. This course introduces some best practices for creating a positive work environment. Specifically, you'll learn the benefits to establishing it, its characteristics, and some concrete steps you can take to create one. You'll also explore how to maintain this atmosphere by learning how to recognize the signs and impact of negativity and how to take corrective action. Finally, you'll be able to practice through a simulated scenario how to maintain a positive work environment with your employees.
Optimizing Your Work/Life Balance: Maintaining Your Life Balance
You have the knowledge to assess current work/life balance and overcome internal and external obstacles to achieving balance. You know where you are and where you want to be, but now what? How do you achieve and maintain that balance? How will it be affected by external factors and behaviors? This course will focus on techniques for maintaining work/life balance. It includes recognizing the behaviors of passiveness, aggressiveness, and assertiveness and how those affect a person's ability to find balance in life. Techniques that can be used to achieve and preserve balance are also discussed. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Balancing Your Responsibilities Simulation *
Brackens East Seafood, Inc. is a wholesale seafood distributor that's serviced the food industry for over thirty years. Its customers include restaurants, grocery stores, and institutional cafeterias. You're the company's webmaster responsible for maintaining and updating its B2B web site. As a majority of customers now use the site to place orders, it's crucial for it to operate smoothly and reliably at all times. Recently a member of your team, Senior Corporate Marketing Manager Geoffrey Dent, left the company. Your boss, Gwen Phillips, has not hired a replacement. Instead, she's asked you to assume many of Geoff's former responsibilities. As a result, your workload is very heavy and you're finding your job increasingly stressful. Your personal life is also stressful due to an elder care issue. Your mother, who has numerous health problems, relies on you to take her to medical appointments. Balancing this responsibility with your professional ones has become very difficult. This simulation is based on the SkillSoft series "Optimizing Your Work/Life Balance" and contains links to the following courses: pd_06_a01_bs_enus, pd_06_a02_bs_enus, and pd_06_a03_bs_enus.
*If you choose to take this simulation, you are required to combine it with another course.