Available courses

Managing Difficult People

Overview: Success in dealing with interpersonal conflicts stem from understanding human behavior and how we can influence others. If we approach those conflicts with a plan, we will find that we have less difficult people to work with and meaningful and significant conversations. This training programme will teach you how to turn difficult situations into opportunities for growth.

 

Learning Outcomes: At the end of the training programme, participants should be able to:

  • ·         recognize how their own attitudes and actions impact others;
  • ·         apply new and effective techniques for dealing with difficult people;
  • ·         apply techniques for managing and dealing with anger;
  • ·         employ coping strategies for dealing with difficult people and difficult situations.

 


How to use this system

This course is designed to familiarize users with the system. The targeted audience vary across the course and will be identified within each section. Upon completion of this course users will be knowledgeable of the working environment and how to use the tools to perform various tasks.

Find your way around

This section is used for learning to find the way around this system

Navigating the LMS

Computer Basics

We live in an era of major technological advancements. Everything from cars to washing machines are computerized. It has become essential to be able to operate a computer for your personal and professional use. This programme will teach you about computers and how to operate one on a fundamental level.

At the end of the training programme, you should be able to:

  • explain the basic difference between hardware and software;
  • apply techniques on how to work safely online;
  • use a keyboard and mouse;
  • describe the parts of a Windows desktop;
  • use File Explorer to manage files and folders;
  • use basic applications and features in the Windows environment.

Customer Service

In the consumer world, how you handle your customers directly affects organizational performance. Therefore, it is essential that you learn the necessary "people skills" which are critical not only for organizational success but for your personal development as well. This training programme will give you the skills you need to gain respect and enhance customer relationships.

At the end of this programme, you should be able to:

  • explain the role that customer service plays in organizational success;
  • recognize the impact of good/bad customer service;
  • use appropriate tools to enhance the customer service experience;
  • demonstrate appropriate customer service behaviour;
  • recognize the signals of customer irritation and respond appropriately.

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