National Association of Professional Receptionists e-Learning Program

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.

The information age has produced a communication dependent culture. This course focuses on the role and types of communication in the workplace. Communication strategies and tone are also discussed. The goal is to improve communication effectiveness among participants.

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.

Customer service is one of the most important aspects of any business. It's not just a question of reacting to your customers' needs - it's also about defining what they really want, even when they are not sure themselves. In this course learners will form best practices for handling customer complaints and assertiveness. They will also examine how best to develop a rapport with customers.

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 examines the differences between Baby Boomers, Gen Xers and the new Millennials in the workplace. The generational influences of each group are examined as well as the cultural impact on the workplace. Methods for closing the generational gap are discussed as well as techniques for effective intergenerational teams.

Industrial ergonomics is a health and safety course that covers the steps that you can implement to reduce employee injuries. This eLearning course explains the importance of using ergonomics in industrial environments to reduce potential injuries. Employees learn how to identify ergonomic risk factors, potential injuries and methods to minimize or eliminate industrial ergonomic hazards.

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!

Learn how to create a welcoming atmosphere and effectively handle the wide range of roles and responsibilities that come along with covering the front desk of any office, retail space or professional organization. Suitable for all levels of employees whether they are the full or part time front desk position, or for employees who may find themselves covering shifts at the front desk from time to time.

Fast, easy, simple. Microsoft Office Access 2007 is a new experience. See how quickly you can put it to work for you.

Get a hands-on introduction to the new look of Microsoft Office Excel 2007, and see how to do what you're used to doing in Excel as you get up to speed.

Get an introduction to the new look in familiar programs of the 2007 Microsoft Office system. Then try out the changes with a hands-on test drive. How do you use the Ribbon? Take this course to find out and to see how you can make better documents faster.

Many of the programs in the 2007 Microsoft Office system have a brand-new look. Most menus and toolbars have gone away, and along with the new look come new and easier ways to use the keyboard.

Get up to speed with Microsoft Office Outlook 2007. See how easy it is to do the things you've always done and learn also how new features such as the To-Do Bar and the new calendar navigation can help you work more efficiently.

Get a hands-on introduction to Microsoft Office PowerPoint 2007. Take it for a test drive and create a short presentation. Then, find out what you need to know about the new PowerPoint 2007 file format.

Have you heard the word? It's time to get up to speed with Microsoft Office Word 2007. Learn the best ways to use the new Ribbon, get a handle on finding popular commands, and understand what the new file format does for you.

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.

This course will help you understand workplace stress and its affect on employee absenteeism. The organization's influence on stress will also be discussed.

Substance abuse in the workplace is a major cause of workplace injuries and high health costs for employers. It is important for managers to understand substance abuse, how to identify drug users and abusers, and how to properly handle employees under the influence of drugs and alcohol.

The Promotable Woman, Have We Come A Long Way, Baby? explores the factors that have made the difference in the lives of successful women and is based on research about high performing people, both men and women. While the skills essential for professional success are common to both genders, research has shown that women must incorporate additional traits in order to achieve optimal success in the workplace. Participants will have the opportunity to develop behavioral skills in the areas of positive attitudes, communications, goal setting, balancing career and home, stress management and gaining professional acceptance. Expanding these skills will position women for higher level responsibilities, jobs and careers.

The Promotable Woman, Have We Come A Long Way, Baby? explores the factors that have made the difference in the lives of successful women and is based on research about high performing people, both men and women. While the skills essential for professional success are common to both genders, research has shown that women must incorporate additional traits in order to achieve optimal success in the workplace. Participants will have the opportunity to develop behavioral skills in the areas of positive attitudes, communications, goal setting, balancing career and home, stress management and gaining professional acceptance.Expanding these skills will position women for higher level responsibilities, jobs and careers.

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.

This eLearning safety course covers the causes and types of workplace violence. Employees will review various types of workplace violence and the techniques that can be used to prevent workplace violence according to OSHA.