City of Peoria

Email and other electronic communication tools have brought a new level of importance to business writing. This course reviews styles, tone, bias, strategies, and uses of technology in business communications.

There can always be a gap between what is actually happening and what is supposed to be happening. Quite simply by solving the problem will close the performance gap. This course discusses the importance of solving problems and ways to engage proper problem solving activity.

Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional and positive manner. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how to best resolve customer complaints.

Email has become the dominant communication tool in business today. Email etiquette reviews tone and approaches for composing professional email messages.

Understanding emotional intelligence is important to both management and staff. This course reviews the concept of emotional intelligence and its importance in the workplace.

The global marketplace has created a heightened need to compete on many levels particularly customer service. This course defines customer service principles and provides steps towards service improvement.

This course shows why it is so important to have excellent interpersonal skills. It also reviews different behavioral styles, techniques, and obstacles you might face in communicating with others. After completing this course you will have the tools to develop excellent interpersonal skills and become a star performer!

This course explores the concept of marketing and sales to meet or exceed customer expectations. The topics of market research and trends are discussed. Learners will develop specific strategies for gathering information from their customers and learn how to forecast future trends.

Effective time management skills drive all successful organizations. In this eLearning course you will learn key time management skills that you can adopt in your organization to deliver endless results.

Innovation is easily described as problem solving. The goal of this session is to recognize and apply different kinds of problem solving or innovation methods.

Based on the book, Life's A Bitch and Then You Change Your Attitude,Resilience in Action explores the relationship between resilience and success. Riding the Roller Coaster of emotions is a process that we have come to recognize and accept as a natural way of life. These ups and downs, the adrenaline rushes that accompany our emotions from sorrow to joy, from confusion to control and from ineffective to effective have become like old friends arriving for a visit, staying for a while and then leaving only to return again and again. Like friends we can count on their arrival even though there are times when they are seen as distractions, interruptions or even annoyances. The process of organizational change and how employees react to and implement changes are key to an organization's success or failure. Successful organizations realize that corporate resilience is directly related to the resilience of its employees. Employees may respond to change and transition in a variety of ways. Understanding employee responses to change and providing resilience training can minimize the negative impact on efficiency and productivity.

Based on the book, Life's A Bitch and Then You Change Your Attitude,Resilience in Action explores the relationship between resilience and success. Riding the Roller Coaster of emotions is a process that we have come to recognize and accept as a natural way of life. These ups and downs, the adrenaline rushes that accompany our emotions from sorrow to joy, from confusion to control and from ineffective to effective have become like old friends arriving for a visit, staying for a while and then leaving only to return again and again. Like friends we can count on their arrival even though there are times when they are seen as distractions, interruptions or even annoyances. The process of organizational change and how employees react to and implement changes are key to an organization's success or failure. Successful organizations realize that corporate resilience is directly related to the resilience of its employees. Employees may respond to change and transition in a variety of ways. Understanding employee responses to change and providing resilience training can minimize the negative impact on efficiency and productivity.

Conflicts happen wherever individuals live and work together. This course identifies types and sources of organizational conflicts, and reviews how they can either positively or negatively impact the organization. The course enables you to handle conflicts in several ways depending on their nature and desired outcome, so that they can always be approached professionally.