This course looks at spurring creativity and innovation in teams and organizations. Drawing on the latest academic thinking, it outlines the key factors for creative teams. Further, the course focuses on tools and techniques designed to yield more productive thinking in collective settings. Participants learn about a number of targeted tools (including brainstorming, Discussion 66, Provocation, and others) to generate fresh thinking in smaller group settings and in their organizations.
This course is an introduction to the importance of critical thinking in the business world. Critical thinking is an intellectual model for reasoning through issues to reach well-founded conclusions about them. Asking questions is at the heart of critical thinking. This program is designed to help learners define and identify critical thinking and reasoning skills and develop those skills.
This course addresses Personal Creativity. Through tools and exercises drawn from Adrian Brown's book, Creativity & Innovation, it seeks to help unlock the creativity within individuals. By stimulating creativity through various techniques (mind-mapping, DO-IT, SCAMPER, right and left brain thinking) participants learn to tap into their personal creativity and apply it to organizational challenges.
A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process. Problems create stress in the individual experiencing them, so learning to cope with stress is part of the problem-solving process. This course discusses how to resolve customer-related problems. It is designed for a general business audience.
Besides negotiating organizational structures, today’s manager needs to understand how to use various organizational processes to achieve results. This course discusses how companies can be organized, internally and externally, to ensure a more effective organizational process
The ability to speak confidently and convincingly in public is a valuable skill to have in both the business world and private life. In fact, the top things employers seek in a new hire are good verbal and written communication skills. Many people experience stress when they have to speak in public, but planning for success and building structure around the speaking engagement increases self-confidence and reduces speaking anxiety. This course discusses public speaking and presentations and gives a step-by-step process for creating a speech for any occasion.
The performance appraisal is a tool used by managers to assess employee work performance. Effective performance appraisals are not treated as a formality or routine, but are rather viewed as a systematic, formal approach to assess an individual’s job performance. After writing an appraisal, managers should deliver it to their employees in a way that recognizes the worker’s efforts towards reaching company goals while offering advice to help the worker do even better in the future. Companies use performance appraisals to make important decisions that impact both individuals and the entire organization. This course discusses the role managers’ play in the performance appraisal process, discusses ways to measure job performance, and describes how to delivering performance feedback.
Management is a part of every company and organization. This course will define management and describe the four principles of management.
Companies that want to succeed over the long-term need to understand strategic management. The process itself is straightforward: identify the company’s mission and goals, perform both internal and external analyses of the company, decide what actions need to be taken, take the required actions, and evaluate the results of those actions. Different organizational strategies can help companies through the process. Companies need to choose the strategies that best fit their needs and be willing to adapt if necessary. Strategic management gives managers a road map that shows where problems are and where they might develop. Armed with practical information, managers can prepare for changes and know how to accommodate those changes when they arrive.
Organizational behavior is the study of how people interact in the workplace and how this interaction affects the organization. Managers are a key component within an organization and greatly impact internal interactions. They are the people who most directly influence the behavior of employees—whether through motivation, rewards, mentoring, or discipline. Managers need to be good at planning, organizing, leading, and controlling, but they also need good interpersonal skills. How managers get along with their employees can have a big impact on how those employees do their jobs. If management provides a supportive work environment and employees feel valued and respected, they will be more content and more productive.
Managers serve specific roles within an organization, which may differ depending on the level of management they fill. This course will discuss the various levels of management and the roles those managers play.
Many seeds of today’s management practices are found throughout history. This course discusses some of the major theories that have led to today’s management practices.