Active listening is the ability to communicate to another person that you have heard and understood their situation. It requires the ability to accurately paraphrase what you think the sender is saying, incorporating the sender's facts and their feelings around a particular issue or situation that has affected them. The purpose of this course is to increase the ability and effectiveness in active listening. The skills in this program apply equally to all situations where people come together and share information. They can be applied in business and personal life.

Advanced Internet Business Fundamentals teaches students how to access business information and resources on the Internet using a Web browser as a general-purpose Internet application. Students will gain experience configuring both Netscape Navigator and Microsoft Internet Explorer to access rich multimedia data and objects, including RealPlayer, Shockwave, Flash, and QuickTime content. Students will also use a variety of Web-based search engines to conduct advanced searches and learn the basics of electronic commerce and security issues. This is Foundations track core course #2.

Appraising People and Performance, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Supervisory Building the Team. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Appraising People and Performance is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the performance management cycle, and the tools and techniques for planning, monitoring and appraising performance. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Articulating a Vision - See It and Share provides instruction on developing and communicating vision through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Articulating a Vision - See It and Share is an indispensable learning and reference tool for people seeking to develop personal and corporate visions. The informal presentation format lets the student work through the course at his or her own pace. The course provides instruction on how to create a personal vision, a corporate vision and how to align them for maximum success. Integral to the course are exercises and role plays, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

A requirement for all sales professionals, this course defines effective selling and covers questioning techniques that help to qualify prospects, zero in on their needs and buying practices, and lead to successful closing strategies.

Basic Internet Business Fundamentals teaches new users to access the Internet and its vast resources. Students will learn to use the Internet for e-mail, the World Wide Web, newsgroups, Gopher, Veronica, File Transfer Protocol (FTP) and Telnet. Students will gain experience using the most popular Internet browsers: Netscape Navigator and Microsoft Internet Explorer. Students will also learn about business on the Internet, and how business research can help companies gain market intelligence. This is Foundations track core course #1.

Being a Team Player provides instruction on team participation through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Being a Team Player is an indispensable learning and reference tool for people working in teams or as individual contributors. The informal presentation format lets the student work through the course at his or her own pace. The course covers how to be an effective team player and meeting participant, how teams work and what to do when things go wrong, how to communicate, and how to work together. Integral to the course are exercises and role plays, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

Breakthrough Customer Service provides instruction on customer service through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Breakthrough Customer Service is an indispensable learning and reference tool for people working in any customer service capacity. The informal presentation format lets the student work through the course at their own pace. The course covers developing core competencies, managing your customers' emotions, adding value, and using non-verbal communication effectively. Integral to the course are exercises and role plays, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

Building Better Customer Relationships explores a number of ways to improve customer relations in a variety of situations. The main objective of the course is help the student be better able to respond to customer s needs not only when things are going well in the business relationship but also when problems might arise. Each of the course modules is designed to provide insights, advice, tools and tips on how to deal more effectively with customers to ensure that their requirements are being met or exceeded and you keep their business.

Call Center Leadership Concepts is designed for those in leadership roles in a call center. The main objective of the course is to provide the learner with a review of the key concepts essential to effective call center leadership and success. Each module focuses on a different leadership accountability in a call center. The course covers a wide variety of essential skills that a call center leader needs to have or develop to be successful in this important and responsible role - topics include creating a vision for the call center, managing performance, call center business drivers, leading change in call centers, and leadership s role in call centers.

Coaching & Counseling Practices provides instruction on being an effective coach through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Coaching & Counseling Practices is an indispensable learning and reference tool for people undergoing change in individual and work relationships. The informal presentation format lets the student work through the course at his or her own pace. The course covers climate setting and communication skills; values and ethics; performance enhancement; counseling, tutoring, and mentoring; characteristics for effectiveness; and effective feedback methods. Integral to the course are exercises, role plays and a glossary of terms.

The purpose of this course is to provide learners with the fundamentals of communication. This course looks at the components of quality communication and the obstacles that hinder the process. The roles of both the sender and receiver are explored as they strive to reach a shared understanding. This course also looks at the implact of nonverbal communication and the importance of courage and compassion in shared understanding. Finally, this course examines the communication cycle and that communication is an on-going process.

Conflict Resolution provides information and specific skills on how to effectively deal with conflict. Techniques for achieving win-win resolutions are covered and how to create an environment in your organization that strengthens your company and contributes to a productive environment.

Counseling and Disciplining, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Supervisory - Building the Team. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Counseling and Disciplining is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers elements of effective counseling, a 5-step counseling discussion process, and strategies for handling disciplinary situations. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Delivering Winning Presentations provides instruction on delivering effective presentations through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. The informal presentation format lets the student work through the course at his or her own pace. The course covers using visual aids, overcoming nervousness, gesturing and voice control, introducing speakers, reporting information, and tips and techniques for giving that winning presentation. Integral to the course are exercises and role plays, self-help quizzes, Web site references, and a bibliography.

E-Z Business Writing, provides instruction on improving and developing business writing skills. Learners participate in an interactive, self-paced course that creates opportunities to improve their business writing skills. . E-Z Business Writing is an indispensable learning and reference tool for people seeking to improve their business writing skills. The informal presentation format lets students work through the course at their own pace. The course provides instruction on how to create an effective opening statement, articulate your document?s purpose, and write powerful closing statements. Included in the course are exercises and role plays, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

E-Z E-Mail provides instruction on developing e-mail writing skills through an interactive, self-paced learning experience that creates opportunities for business writers to improve their skills and adjust behaviors. E-Z E-Mail is an indispensable learning and reference tool for people seeking to improve their e-mail writing skills.

Effective Change Management provides instruction on developing effective change management skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Effective Change Management is an indispensable learning and reference tool for people seeking to improve their ability to adapt to their changing environment. The informal presentation format lets the student work through the course at his or her own pace. The course provides instruction on identifying drivers of change, understanding why change is necessary, and laying the foundation for successful change. Integral to the course are exercises and role plays, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

The purpose of the course is to provide a process for planning and giving feedback, as well as techniques to use to improve the quality of feedback learners' receive. The overall theme of this course is using a road trip metaphor. Planning for a trip makes the journey more enjoyable and ensures your arrival. Planning feedback improves the quality of communication and aids in achieving your feedback goal. This provides growth opportunities for individuals and organizations.

The purpose of the course is to provide the knowledge, skills, and techniques necessary to negotiate successfully. Negotiation skills are necessary to address conflicts between individuals, groups, and organizations. Negotiation promotes resolving problems in a manner that is mutually acceptable to all parties involved. When a collaborative approach to problem solving is not feasible, a bargaining strategy may be necessary. You enhance your ability to negotiate effectively when you understand and use characteristics of successful negotiators. You may tailor your negotiation style to suit the style of the participants by learning about them before and during the discussion. You improve your chances of influencing others during a negotiation discussion by focusing on the reason behind their views rather than what they say.

Teams are more than the sum of individual members. This course will guide you to dynamic teamwork and transform the success of your team, department, or organization. This course will give you the knowledge and tools required to motivate and empower team members. You will learn why teamwork is crucial to organizational success; how people work in teams; characteristics of excellent teams; the role of leadership in balancing results, processes, and relationships; how your team's performance rates; and how to use dialogue to have real communication with team members. You will be able to assess your knowledge of team skills prior to taking the course through a Pre-Course Assessment. Then, you will learn how to achieve high performance through teams. The mystery of developing team performance will be cleared up as you come to understand the characteristics of excellent teams, the stages of team development, and how to rate team performance.

More importance is often placed on the event of training rather than the desired changes in performance resulting from it. Ensuring Your Employees are Qualified presents what every manager and supervisor needs to know about training, a systematic approach for determining the skills and knowledge needed to perform a job, options for acquiring the skills and knowledge, and tools for assessing training products and services.

How do you improve employee performance and work habits? One of the more effective ways is by communicating clear work expectations to an employee and providing timely feedback. This course gives you the knowledge and tools you need to provide useful and effective evaluations to your employees that not only helps them improve their performance, but also has the benefit of improving the entire organization. When we develop employees, we also maximize their job satisfaction. In this course on evaluating employees performance, you will learn how to identify the skills necessary to use performance evaluations as a means for improving employee performance and work habits. You will also learn how to help employees create performance objectives and development plans, coach for satisfactory performance, and conduct performance appraisals. This course provides exercises, case studies, and resources that will help you develop your employees through better performance evaluations.

Closing the Gender Communication Gap provides instruction on gender-oriented communication skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Closing the Gender Communication Gap is an indispensable learning and reference tool for people seeking to strengthen their communication skills. The informal presentation format lets the student work through the course at his or her own pace. The course examines and provides real-life skills for both genders on when and how we talk, the words we use and topics we choose, how we approach problems and issues, and building and maintaining relationships. Integral to the course are exercises, self-help quizzes, pre- and post-tests, tips, factoids, video clips, Web site references, and a bibliography.

Fire Safety Fundamentals provides instruction on fire safety through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Fire Safety Fundamentals is an indispensable learning and reference tool for people seeking to increase their knowledge of fire safety and prevention. The informal presentation format lets the student work through the course at their own pace. The course explains the classes of fire, types of fire extinguishers, what to do in the event of a fire, and general fire safety tips. Integral to the course are exercises, quizzes, pre- and post-tests, tips, factoids, and Web site references.

Getting Unbiased Information, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Communication - Relating to Others. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Getting Unbiased Information is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course explores the abc's of communication, explains how to probe for information and offers ideas for reacting to information and ideas. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Giving Clear Information is an indispensable learning and reference tool for manager and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the nature of workplace communication, the abc's of communication, and provides 5 steps for effective communication. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Hazardous Communication provides instruction on hazardous material management through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Hazardous Communication is an indispensable learning and reference tool for people that are exposed to hazardous materials in the workplace. The course explains the various types of hazardous materials, differentiates between physical and health hazards, and describes the different methods workers can use to protect themselves against these hazards. The informal presentation format lets the student work through the course at his or her own pace. Integral to the course are exercises, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

Identifying and Solving Problems, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Cognitive - Thinking Clearly. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Identifying and Solving Problems is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers a systematic process for problem-solving, explains the TEST model, and offers problem-solving tools. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

This course teaches students about interpersonal behavior. Students learn about the four major behavior patterns and how those patterns affect the actions, interactions and communications of individuals. The purpose of the course is to teach students about the Behavior Matrix, a model of behavior patterns typical of people in our culture. During this course, students will explore the four primary behavior patterns which can be discerned and identify their positive and negative aspects with regard to interpersonal relationships. They will also identify their own primary behavior pattern and realize which behaviors are more and less helpful in their day-to-day interactions.

This course teaches students how to adjust their interpersonal behavior to best fit the situation. Students identify their own behavior pattern combination based on the self-assessment exercise completed in Interpersonal Behavior Patterns 1. The purpose of the course is to teach students about the eight possible behavior pattern combinations. During this course, students explore these behavior pattern combinations and identify their strengths and limitations. They also learn how to adjust their behavior in order to increase their interpersonal effectiveness in various situations. Students learn strategies to improve their relationships with individuals who have other behavior pattern combinations. Finally, students identify some of their own strengths and limitations, and create a development plan to improve those limitations.

Listening and Organizing, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Communication - Relating to Others. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Listening and Organizing is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers how to listen analytically and actively. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Making Decisions, Weighing Risk, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Cognitive - Thinking Clearly. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Making Decisions, Weighing Risk is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course clarifies the difference between problem-solving and decision-making, provides a systematic approach to decision-making, and explains limits, desirables, options and risks. The e-course also includes a 10-step approach to decision-making and explores the involvement of others in the decision-making process. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Mentoring is not about a wise person telling an ignorant person how to do something.  Mentoring is about forming a relationship that allows learning to occur.  In this course, you will obtain solid ideas in order to create and sustain such a relationship.

Managing the Global Supply Chain provides instruction on supply chain management skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Managing the Global Supply Chain is an indispensable learning and reference tool for people seeking to understand and develop the supply chain management in their own organization. The informal presentation format lets the student work through the course at his or her own pace. The course introduces supply chain concepts, explores the globalization of the supply chain, discusses processes, and provides the student with guidelines that can be used to develop their organization's supply chain. Integral to the course are exercises and case studies, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

Maximizing Employee Involvement provides instruction on employee involvement fundamentals through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Maximizing Employee Involvement is an indispensable learning and reference tool for people seeking to increase their knowledge of how to get the most out of organizational opportunities. The informal presentation format lets the student work through the course at their own pace. The course explains how to tell if employee involvement is warranted, the benefits of employee involvement, and how to integrate the employee involvement process in different organizational environments. Integral to the course are exercises, quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

What are the qualities that make a good leader/manager? What is the nature of motivation and how do you motivate staff to achieve their personal best? How do you achieve goals through others, or are you unable to do achieve through others because you don t delegate? This course will provide you with the tools you need to become a strong leader and, as a result, motivate and empower your staff. In this course, you will develop a clear understanding of adaptive leadership. You will learn how and when to apply delegating, facilitating, coaching, and directing styles of management, and you will learn leadership practices that will enable you to create a strong and loyal following. Case studies and historical models are used to discuss and demonstrate five leadership practices, leadership qualities, and what attributes others have used to achieve tremendous results. This course will help you become a strong leader by helping you recognize that which motivates others and calls them to action.

Partner Selling -Approaching with Confidence is the third course offered in the Partner Selling e-Learning System. The course provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Partner Selling - Approaching with Confidence is an indispensable learning and reference tool for sales professionals seeking to further develop sales skills. The informal presentation format lets the student work through the course at his or her own pace. The course covers how to build trust and rapport, how to ease sales pressure and how to remember names - all essential skills for approaching a client. Integral to the course are exercises, war stories, printable course materials, tips, factoids, Web site references, and a bibliography.

Partner Selling - Is It For You?, the first e-course offered in the Partner Selling e-courses Suite, provides an overview of consultative selling, the Partner Selling Model and the Partner Selling e-courses Suite. The e-course includes a self-paced assessment of sales skills and offers feedback to indicate subsequent e-courses geared toward the improvement of Partner Selling skills. Partner Selling - Is It For You? is an indispensable learning and reference tool for sales managers and sales professionals seeking to further develop sales skills and build sales partnerships. The informal presentation format lets the student work through the e-course at his or her own pace. The e-course assesses sales skills, compares sales models, and introduces the six steps of the Partner Selling model. Integral to the e-course are exercises, war stories, a self-assessment, printable e-course materials, tips, factoids, Web site references, and a bibliography.

Partner Selling - Mastering the Craft of the Needs Review is the fourth course offered in the Partner Selling e-Learning System. The course provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors.

Partner Selling - Negotiating and Entering Sales Relationships is the sixth course offered in the Partner Selling e-Learning System. The course provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors.

Partner Selling -Prospecting and Planning for Gold is the second e-course offered in the Partner Selling e-courses Suite. The e-course provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Partner Selling - Prospecting and Planning for Gold is an indispensable learning and reference tool for sales professionals seeking to further develop sales skills. The informal presentation format lets the student work through the e-course at his or her own pace. The e-course maps out a powerful 3-step prospecting formula and demonstrates the how's and why's of pre and post-planning. Integral to the e-course are exercises, war stories, printable e-course materials, tips, factoids, Web site references, and a bibliography.

Partner Selling - Translating Value Made Easy is the fifth course offered in the Partner Selling e-Learning System. The course provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors.

The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Planning and Scheduling Work is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the management cycle, the elements of effective planning and scheduling, and provides an overview of planning tools. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Play by Play Selling provides instruction on sales skills through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Play by Play Selling is an indispensable learning and reference tool for people seeking to develop their selling skills. The informal presentation format lets the student work through the course at his or her own pace. Integral to the course are exercises, self-help quizzes, pre- and post-tests, tips, factoids, Web site references, and a bibliography.

Preparing Effective Presentations provides instruction on preparing effective presentations through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. The informal presentation format lets the student work through the course at his or her own pace. The course covers topics including credibility, key steps in preparing, targeting your audience, special speaking techniques, and tips to increase impact. Integral to the course are exercises and role plays, assessments, Web site references, and a bibliography.

Features in this tutorial includes scheduling a project, working with resources, costs and actuals, tracking a project and rescheduling a project.

Setting Goals and Standards, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Administrative - Managing Your Job. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Setting Goals and Standards is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the function of missions and goals, the sources of goals, and the components of goals. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

The purpose of this course is to provide employees with an overview of the laws and policies regarding sexual harassment in the workplace. The course also provides information on how to prevent sexual harassment and what to do if it happens. There are several fictitious and actual court cases for review that reinforce the information.

Thinking Clearly and Analytically, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Cognitive - Thinking Clearly. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Thinking Clearly and Analytically is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the FACT model and provides strategies for better thinking. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

Time Management and Prioritizing, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Administrative - Managing Your Job. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Time Management and Prioritizing is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course helps the student define what's important, realize how to plan, prioritize, and organize work activities and shows how to set priorities. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

This course is about time management in the workplace, focusing on the link between professional goals and effective time management. This course covers the benefits of time management and negative impacts of mismanaged time. The course goes on to explain how you can gain better control of your time and provides four tools for effective time management.

Training, Coaching, and Delegating, an e-course offered in the Managing to EXCEL e-courses Suite, is covered in the competency series, Supervisory - Building the Team. The e-course provides instruction through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Training, Coaching, and Delegating is an indispensable learning and reference tool for managers and individual contributors. The multimedia learning format lets the student work through the e-course at his or her own pace. The e-course covers the shape of development, and offers useful information for training and coaching employees, and for delegating to employees. Integral to the e-course are interactive exercises, an assessment, printable job aids, expert connection, a learning community, Web site references, and a bibliography.

The purpose of this course is to empower employees to detect, prevent and survive violence in the workplace. The overall theme of this course is to know your environment and the people you work with. This way you can detect things outside of the norm to prevent violence from happening. There are examples both internal and external to the work environment, as well as techniques, tips and strategies to use when confronted with a violent situation.

The purpose of the course is to provide information on how to effectively use technology to communicate with virtual workers. The overall theme of this course is to realize that you have to communicate differently in virtual environments in order to reach shared understanding. The main points to this course are: the elements of virtual business communication, selecting and using virtual communication technologies, and understanding the human factors that influence virtual business communication.

This Workshop in Conflict Solutions provides instruction on conflict resolution through an interactive, self-paced learning experience that creates opportunities to improve skills and adjust behaviors. Conflict Resolution is an indispensable learning and reference tool for people undergoing change in individual and work relationships. The informal presentation format lets the student work through the course at his or her own pace. The course covers sources of conflict and conflict positions; different strategies including constructive and destructive conflict management, as well as avoidance, defusion, and confrontation; tactics and techniques for resolving conflict; and solutions for finding common ground. Integral to the course are exercises, role plays and a glossary of terms.