Take care of business basics

“You’re not listening!” “You didn’t hear me!” “What …?” Listening is more than just hearing what is being said to you. Active listening requires you to not only pay attention, but to also focus on what’s...

The title says it all. This program shows how to develop the right attitude about change, and to accept the hard reality that change is going to be with us forever … and is accelerating. Learn a new approach...

OK, so you accept the unavoidable truths and can stay in control. That takes care of you. Now how do you deal with the other person who is causing all the conflict? In this third program of a four-part...

The easiest thing to do in a conflict situation is to let yourself get emotionally "hooked" into it. You must stay in a thinking mode rather than getting emotional about what the other person is saying.

Sometimes you can apply the conflict management process perfectly, and the other person still won't calm down. Sometimes the other person can begin to cross the line between being upset versus being angry,...

Dealing with upset customers and co-workers is one of the most difficult things we do. Our natural reaction is to fight back and defend ourselves, yet that rarely resolves the problem. In this first program...

Angry customers are stressed. They’re not yelling at you, just whoever happened to answer the phone. This course will help you understand how to help them.

Supervisors know their subordinates have lists of things to do everyday. They also know that from time to time other people might ask their subordinates to help them with a special request. This course...

It’s getting to the point where it’s almost impossible to reach people on the phone. Call anybody and you’re likely to reach a voice mailbox … and then never get called back. So how can you leave voice...

Instant messages and e-mails have come back to get several people fired. Employers at any time can review your messages and take disciplinary action. Undoubtedly, we will see more litigation on this subject.

Emerging trends tell us that there is a risk factor involved with MySpace® and Facebook®. This class will explain some of the risks involved.

There are a number of common business situations that aren’t included solely in any one scan. This program explains greeting/meeting behavior, how to deal with handshakes, how to keep from interrupting...

There is a wealth of nonverbal information about people provided by the things around them, i.e., their “artifacts.” This includes personal items such as appearance and clothing, shared items such as desks...

Now that you know how to analyze where people put their body, you need to know how to evaluate what they do with it once it’s there. The best way to do this is to again use a scanning process to check...

The Body Movement Scan is a reliable method for analyzing “what people do with their body.” This program covers the final three elements of a Body Movement Scan process … posture, gestures, and stance...

An important truth of nonverbal communication is that a single indicator cannot be taken out of the overall communications context. In order to get a valid read on others, we must see multiple signals...

The Body Position Scan is a reliable method for analyzing “where people put their body.” This program covers the final three elements of a Body Position Scan process … office status, front power, and seating...

Nonverbal communication is not just body language, it also includes voice traits. This program explains the factors in vocal expression, and shows how to utilize your voice more effectively to be more...

Communicating with each other involves more than words. It also includes “nonverbal communication,” i.e., body language and voice. This series, based on the book BodyBusiness, presents a complete look...

This program explains the three P’s of personal time management: Plan, Prioritize, and Perform. It identifies the personal and outside time-wasters, and discusses how to organize the “things” in your business...

Viruses, worms, spyware, adware, psychoware, spam ... The attack on your computers is escalating with millions of variations. These programs threaten at any time to bring your entire computing network...

TV, movies, music ... Profanity is more common in society than ever before. And it's often common at work, too. So what to do? This program takes a frank look at cursing in the workplace and explains how...

You say the phone rings and answering it is your job? Quite frankly, the telephone is the number one line of communication with unhappy customers and therefore we need to make sure that we handle it correctly.

You say the phone rings and answering it is your job? Quite frankly, the telephone is the number one line of communication with unhappy customers and therefore we need to make sure that we handle it correctly.

You say the phone rings and answering it is your job? Quite frankly, the telephone is the number one line of communication with unhappy customers and therefore we need to make sure that we handle it correctly.

Social networking sites, including Twitter, can get you into trouble at work. Even if you don't use Twitter while you're at work, something you say could still get you in trouble with your employer. Watch...

How do you make a point effectively in a conversation? What voice traits make you more persuasive? More credible? How do you eliminate non-fluencies (ya know, uh, er, um, kinda, like, type of, etc.) that...

This course covers the eight factors you need to consider in creating an effective e-mail. The program also teaches you how to maximize the chance that your e-mail will be read, how to make your points...

Learn how to write more effectively and efficiently while projecting a professional image that gets results.