Do you have the leadership and power skills you need?

An increased focus on the importance of DEI in the workplace has shed light on the fact that everyone has bias. Though it's rooted in human nature, it's important to understand what implicit bias is in order to develop the thoughtful inclusion mindset. In this course, you'll learn about the different kinds of implicit bias and how to recognize them in action. You'll also learn about the importance of committing to thoughtful inclusion in the workplace.

A diverse and inclusive workforce is a business and human imperative. Regardless of your role or the size of your organization, everyone can play an active role in fostering diversity, equity, and inclusivity. Future business growth and success depend upon embracing inclusion and eliminating bias and discrimination in the workplace. However, for many organizations, building cultural and business practices that embrace workplace diversity can still feel elusive. Besides hiring diverse talent, what more can we do? This course is your guide to defining diversity, equity, and inclusion and advancing meaningful and impactful diversity, equity, and inclusion practices in your workplace. In this course, you'll learn to recognize key characteristics of DEI and practices for building and sustaining a healthy DEI culture. You'll also learn to identify behaviors that signal a breakdown in achieving an inclusive culture, key elements that enable diversity, equity, inclusion, and belonging to take root, and the steps for demonstrating agility and resilience in your DEI journey.

The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer's cues. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer's priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer's implicit needs and help you deliver a higher level of service. In this course, you'll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You'll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Email has become an indispensable communication tool for organizations, and plays a vital role in how they conduct business and maintain their operations. As a result, one of the most important communication skills to have in the workplace today is email etiquette. It can help ensure you get messages across quickly, appropriately, and concisely. In this course, you'll learn some tried and tested guidelines for writing emails. You'll explore the fundamental elements of written communication that every email should contain, and the importance of keeping emails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of email.

Communicating with confidence is critical to your message being successfully received. Feeling confident in a high stakes situation is not always easy but with effort, confidence can be cultivated and improved. In this course, you'll learn about being an effective speaker. You'll discover ways to prepare, techniques to avoid being nervous and how to use your voice and body language to communicate with self-confidence.

It's vital to maintain open, effective communication when working on a team. However, it's all too easy for teams to adopt bad habits. Without realizing how badly it affects your team, you or another team member may communicate in ways that lead to misunderstandings in teamwork, cause unnecessary conflict, keep others from having their say, and prevent collaboration. In this course, you'll learn about different verbal barriers to effective team communication and strategies for overcoming them. But speaking is only one part of communication; effective team leadership is about listening too. So you'll also learn about some active listening techniques that can help you be a better listener when managing teams.

Rapid advances in digital technology are compelling businesses to change and adapt the ways they operate. Developing agile thinking will help ensure your organization doesn't get left behind, unable to compete in a market that is constantly changing. In this course, you'll learn why it's important for organizations to cultivate a culture of agility and the characteristics that distinguish an agile mindset from a fixed mindset. You'll also learn how to encourage and build an agile enterprise, and how doing so will help your business flourish. This course also covers how developing and supporting an agile mindset can benefit both your corporate culture and your business success.

Agile projects use short work iterations and incremental development of products that focus on business priorities and customer value. In this course, you'll learn about Agile concepts that are fundamental when managing projects, including the four Agile values and twelve Agile principles. This course also covers the five phases of the Agile project management model, and introduces you to the most common Agile methodologies and frameworks. Finally, this course introduces key activities for managing Agile projects, including creating a product vision and project charter, and best contract and documentation types. This course is one of a series in the Skillsoft learning path that covers the objectives for the PMI Agile Certified Practitioner (PMI-ACP)(r) exam. PMI-ACP is a registered mark of the Project Management Institute, Inc.

Properly estimating and prioritizing project requirements is critical when planning projects. When managing Agile projects, you need to be able to map out the work necessary for your product release. In this course, you'll learn about vital Agile planning activities including creating personas and wireframing. This course also covers the most common Agile estimation techniques used when managing projects such as story points, wideband Delphi, and affinity estimation. This course also covers requirements prioritization methods and other Agile project management activities you perform when completing your release plan. This course is one of a series in the Skillsoft learning path that covers the objectives for the PMI Agile Certified Practitioner (PMI-ACP)(r) exam. PMI-ACP is a registered mark of the Project Management Institute, Inc.

People react to high pressure differently. Learning to cope with pressure and handling stress are very important, because you don't want pressure to have a negative impact on your performance. In this course, you'll learn about managing stress and pressure, situations that trigger pressure, and how pressure can become stress. You'll also look at how stress affects you emotionally and physically, and how to respond to it. And you'll also learn strategies for managing stress by ensuring you have the right attitude, taking control under pressure, and using performance management to cultivate a "success mentality." You can then optimize your own performance, and prepare to cope with stressed colleagues.

The amount of time available to you is constant - you can't buy more and you can't save it for later. However, by managing your time, you can increase your productivity. And the better you understand your own personal productivity, the easier it will be to manage your time effectively. In this course, you'll learn about how you can use task management to maximize your productivity. You'll discover the benefits of using time management and assessing the value of your tasks. You'll learn about benefits of setting goals and how productivity is tied to your ability to assess time and set priorities. And you'll also learn about the process of "chunking" your time and how to use different types of to-do lists effectively.