Home

This video provides some tips on how to work better with other departments including resolving and avoiding conflict.

This video explains about the evolution of AI, what prompts are and how to craft effective prompts as well as the future of AI and prompts.

This 10 minute video explains what unconscious bias is and ways we can help overcome it.Three sets of short questions and an action plan can help you develop strategies in overcoming unconscious bias. Developed in conjunction with Talentstorm.co.uk.

This 10 minute video explains the measuring you can do for your training including Kirkpatricks 4 levels of evaluation.

This 10 minute video details the concept of taking initiative, what it is and some ways to take initiative. 

This video looks at ways to help reduce staff turnover and disruption as well as ways to retain good talent.

Showing empathy is a key skill to develop in a customer service, sales or leadership role. This video details ways to show empathy and how to more clearly understand it. Use the workbook to help complete the questions and empathy plan. 

This video explains the processes that you should consider as an organisation that handles service requests. Organisations like local government, councils, central government and private companies which handle requests for service will find this video module useful.

In this 10 minute video on Retail Sales, we examine some key concepts to ensure a great customer experience and increase in sales. You will learn about professionalism, acknowledging and greeting customers, selling to customers and helping customers stay informed. 

R U OK is part of mental health initiatives around the world. We acknowledge the founders of the principles of R U OK? at https://www.ruok.org.au and suggest you visit their website for more details on the programs and ideas. This video has been designed as a resource to introduce you to the principles and how you can make it part of a wider mental health initiative.

This 10 minute video explains some key tips in running successful remote training sessions. These tips can also be used for running remote training and meetings for virtual teams.

This video explains what project management is and various stages of project management as well as giving you ideas of how to plan and put your project together. Agile scrums and sprints are explained as well as the RASCI model.

The Privacy Act is the main piece of legislation that regulates how agencies can use your personal information. It is about your personal information rather than your physical privacy or about organisations’ privacy. In this video, you will learn What the privacy act covers, Privacy Breaches and How it applies to you in your role. Although this video focuses on The Privacy Act 2020 in New Zealand - its principles are similar in many parts of the world.

This 10 minute video explains in detail how you can create a positive first impression of your business to customers. You will learn some key techniques that will be easy to apply in phone and face to face situations. 

This video explains what persuasion is, how to develop persuasive skills and persuasion principles.

Pandemic fatigue is the term given to the emotional, physical and mental tiredness many people are feeling. This video explains about pandemic fatigue, what the symptoms are and how to cope better. Leaders will also find some suggestions to help their teams. Reference to the job index found in this video: https://learnmore.monster.com/job-index-in-the-time-of-coronavirus

This video covers the topic of outbound calling including cold calling, preparing for calls, call objectives and preparation.

This 10 minute video explains the steps in negotiation and some tips on how to effectively negotiate. You will learn about the stages of negotiation, a beneficial outcome and useful tactics in a negotiation.

This 10 minute video on mindfulness explain what mindfulness is, meditation techniques and the benefits and tips for mindfulness at work.

Mastering analytical thinking involves breaking down complex problems into manageable components. This video looks at what analytical thinking is, how you can enhance analytical thinking skills and the benefits to you and your organisation.

This video looks at what you can do when someone threatens self-harm or suicide and what support can be given to someone who has experienced such calls or conversations. This video has been made in conjunction with Lance Burdett of Warn International - specialists in managing threats of self-harm and suicide.

10 minute video on managing social media including ways to manage it, informing staff, managing risks and tips for good results.

In this 10 minute video module, we explain the importance of managing the needs of your customers and ways in which you can do that. It starts with good listening and understanding your customer so you can lead them to the best outcome.

In this video, we explain some important aspects around communication and in particular how to listen more effectively. Reflective and active listening are great ways to help ensure you communicate well and help to make sure there is a shared understanding between those communicating. 

This 10 minute video module describes six areas you can do to lead remote or virtual teams effectively.

This 10 minute video helps to outline the reasons why you should keep customers informed and always contact them to update with information and stay in touch. You will learn some key tips on why to keep customers informed and how to do it. 

This video explains about the contact centre history, a brief history and some key components about contact centres.

In this 10 minute video we discuss the crucial components of interviewing someone for a role. Included is the preparation, the details of the role, the structure and questions for the interview and avoiding the wrong types of questions.

This video explains what you can do if you have been promoted to a manager's role without any real training. An accidental manager is someone who was good at their role and was made a manager because of their results. This video help explain the steps that can be taken to begin your managerial role and ideas for managing former peers.

This 10 minute video explains leadership styles around situational leadership and the 4 team stages. It gives tips on what to do in each required situation, how to adapt and how to move your team to be a high performing team.

This video outlines some important aspects of health and safety in the workplace including employees' personal responsibilities. You will learn about RSI, hazards and emergency procedures. 

In this video you will learn what a growth mindset is, how to develop a growth mindset, strategies you can try out and the benefits of a growth mindset.

This 10-minute video focuses on dealing with fraud and suspicious behaviour. It deals with fraud in the workplace and how to spot it. Covering fraud prevention, red flags, laws and regulations as well as employee fraud.

This video explains what first contact resolution (FCR) is and why it's important for your customers and your business. You will also learn some handy tips for ways to improve your first contact resolution.

This 10 minute video on Employee Engagement explains how to engage your teams. It outlines four key areas for you to focus on and gives some key tips on employee engagement.

In this 10 minute video, we explain about emotional trauma and what can cause it and some of the best ways to deal with someone who has it. You will learn the background for some of the reasons people become emotional, steps to assist them and things you can say. 

This 10 minute video explains how to conduct effective research interviews or surveys. Whether you do these survey interviews over the phone or in a face to face situation, you will learn how to be prepared for an interview, skills to manage the interview and tips to take your interviewing skills to the next level.

This 10 minute video explains several key aspects of door to door sales including preparation, territory, what to say, objections and value proposition. You will learn some key aspects in being effective in a door-to-door sales role that will assist you getting the right head space and give you some strategies that will help you succeed in boosting your objectives. 

This 10 minute video talks about discretionary effort and how to get more from our teams. It also covers what works best in order to encourage people to go the extra mile.

This video helps you understand how to hold an effective difficult or courageous conversation. It also provides tools for giving and receiving effective feedback.

This video explains ways to build mental stamina and tip for developing mental endurance. Athletes are great examples of using mental endurance to reach their goals and at times we need more than to just be resilient, we need to be actively building mental strength to take us to the next level.

This 10 minute video course will help you understand the debt collection process, how to handle objections when debt collecting and being prepared to make debt collecting calls.

This 10 minute video course explains what cybersecurity measures can be taken by individuals and organisations to help prevent a cyber attack.

In this 10 minute video version, we explain the importance of delivering excellent customer service. There are a number of things every person in the organisation can do to provide great service. It is not just the responsibility of the customer service team or receptionist. every one in the business should be looking to provide great service to all customers - external and internal. 

In this video we will look at what customer experience is, how to improve customer experience, empowering employees, and aiming for the perfect experience.

This 10 minute video explains what critical thinking is, the steps of critical thinking and ways to improve your critical thinking skills. This is ideal for decision making and problem solving as well as project management.

A crisis can strike an organisation unexpectedly. This video and Part 2 focus on five areas to help prepare for and navigate a crisis that may arise. This video focuses on crisis management principles and a crisis communication plan.

In this 10 minute video we explain the importance of setting up the training environment well. We include details about the venue and factors which affect the participant's comfort. You will also learn some details around room layouts and providing a safe learning environment.

This video will help you understand what consultative selling is, how best to uncover customer needs and how to add value.

In this video you will learn about collaboration in the workplace, examples of collaboration skills and 5 ways to become a good collaborator

This 10 minute video module explains the first 5 of 10 principles for coaching for change. The second 5 principles can be found in Part 2. These 10 principles help explain how you can effectively coach to effect change and not just tick the coaching box.

Writing in a professional setting is often known as business writing. It should be clearly written in a purposeful way that is effective so the relevant information is conveyed in a concise manner. Business writing can include reports, client proposals, emails. Memos and other notices. During this video we will look at Audience, planning and purpose, How to write effectively and templates

This 10 minute video module will help you understand what it takes to be a world class organisation. It focuses on customer expectations, best practice and what sets world class organisations apart from others.

This video shares ideas on how you can contribute to a team more effectively. You will learn about different roles and tasks associated with teams. We will look at feedback, contributions and working cooperatively. 

This 10 minute video covers some core leadership basics and is a good refresher for all leaders. You will learn about leadership styles and some useful leadership tips. It also includes some tips on how you can ease into a new leadership role and how to deal with former peers.

This 10 minute video focuses on the first five of ten telephone techniques that will help set you apart and above others in the contact centre industry and indeed for any phone based roles. These techniques are based on Awards criteria and are suitable for all centres around the world. The five criteria are: 1.  answer time

2.   telephone greeting

3.   quality of listening

4.   call control

5.   product knowledge.

This 10 minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award winning experience for your customers. 

This 10 minute video explains how you can motivate your teams and coworkers through appreciation. People will have a preferred way of being shown appreciation so it's good to learn what those are. Consider the tips and ideas in this video to help improve the motivation of your colleagues and teams through appreciation.

This 10 minute video provides some tips and techniques to help deal with difficult customers. You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers. It is designed as a more advanced training video than a beginner would learn from. 

This module helps you understand the negative impact of unmanaged emotions on personal effectiveness. Learn how emotional intelligence plays a crucial role in building strong relationships and improving overall personal performance.

The narration of Anxiety refers to the way individuals express, describe, and communicate their feelings of anxiety through words, stories, or experiences. Anxiety is a natural emotional response to stress, uncertainty, or fear, and its narration can help individuals process and manage their emotions effectively. By articulating their anxiety, people can gain clarity, identify triggers, and develop coping mechanisms. This topic explores how anxiety is narrated in personal reflections, literature, media, and conversations, and how storytelling can be a powerful tool for emotional awareness and resilience.

Punctuality is the habit of being on time and respecting schedules in both personal and professional settings. It reflects discipline, responsibility, and a strong work ethic. Being punctual enhances reliability, improves productivity, and fosters trust among colleagues, clients, and employers. Mastering punctuality helps individuals manage time effectively, meet deadlines, and maintain a positive professional reputation.

This course teaches you the powerful concept of taking full responsibility for your actions and outcomes, both personally and professionally. Learn key principles of extreme ownership and discover how adopting this mindset can transform your leadership and decision-making skills. This course is ideal for individuals looking to take greater accountability and drive results in any environment.

This module teaches you the five fundamentals of customer service and explores the three levels of service. Learn how to set and measure customer service standards while recognizing the significant benefits of providing exceptional service to customers.

This module helps you identify key stressors in your life and establish your optimal stress level. Learn to recognize the stress cycle and develop strategies to avoid catastrophizing and unproductive self-talk, improving your overall stress management.

This course teaches you essential time management techniques to boost productivity and achieve your goals. Learn how to set effective goals using the SMART criteria, prioritize tasks, avoid procrastination, and overcome distractions for better personal and professional success.

This module helps you understand the importance of employee engagement and outlines creative approaches to progressive discipline. Learn how to implement effective disciplinary plans and apply the four-stage process for managing employee behavior constructively.

This module helps you understand how mood impacts stress and teaches you strategies to cope with negative emotions. Learn to recognize when extreme moods may require professional help, promoting better mental health and well-being.

This module equips you with strategies to maintain control during sales calls. Learn how to guide conversations effectively and confidently say no to customers when necessary, ensuring a professional and productive interaction.

The "Changes for the New Role" module helps you master prioritization using the time activity matrix and provides strategies to overcome common barriers to effective time management. Learn how to adapt a new roles and enhance your productivity by managing time more efficiently.

This course helps you understand the importance of patience in the workplace and how it can enhance your professional effectiveness. It covers the benefits of patience, the consequences of impatience, and offers strategies to develop patience for better workplace interactions.

This course helps you understand the factors that affect focus and its connection to memory. Learn practical strategies to improve concentration and enhance productivity in the workplace for better performance and efficiency.

In the "New Managers - Common Pitfalls" lesson, you will learn to identify typical challenges faced by first-time managers and explore strategies to avoid these pitfalls. This will help you navigate your new managerial role with confidence and effectiveness.

In this course, you will learn to identify typical personality types involved in conflicts and explore methods to effectively handle challenging people in these situations.

This course helps you understand the significance of emotional intelligence and its core elements, such as self-awareness, self-regulation, motivation, empathy, and social skills. Learn how to apply strategies to improve emotional intelligence in both personal and professional settings, enhancing your interpersonal interactions and overall effectiveness.

This course helps you understand and adapt different communication approaches to foster more effective interactions. By exploring how communication styles influence relationships, you will be equipped to handle disagreements with greater tolerance and prevent unnecessary conflicts.

This course helps you recognize and address the obstacles that hinder effective communication. By identifying common communication barriers and learning strategies to overcome them, you will enhance your ability to communicate clearly and efficiently in various settings.

In the "Clarity of the Role of a Manager" lesson, you will learn to define a manager's roles and responsibilities, understand the significance of aligning with the organization’s business goals and framework, and recognize the importance of personal development for effective leadership.

This module helps you enhance empathy and social skills while practicing techniques to improve self-awareness, self-control, and self-motivation. These skills are key to developing emotional intelligence and fostering better interpersonal relationships.

course empowers you to communicate confidently and effectively by teaching key assertive speaking techniques. You will learn how to express yourself clearly and assertively in various situations.

This course helps you navigate professional networking and social events with confidence. Learn the importance of business socializing, follow dining etiquette, and practice proper business card exchange to build lasting professional relationships.

This course equips you with the skills to communicate effectively across various mediums. Learn proper etiquette for face-to-face interactions, telephone and email communication, and master the art of clear, professional correspondence in diverse business contexts.

This course provides a comprehensive understanding of project management principles and their importance in delivering successful outcomes. You will learn the meaning of a project and how effective project management helps ensure that goals are met on time and within budget. This course is ideal for individuals seeking to develop the skills necessary to manage and execute projects efficiently in any organizational setting.

This course empowers you to understand the core principles of self-discipline and its vital role in achieving personal and professional success. By exploring practical strategies and techniques, you will learn how to develop and strengthen your self-discipline, helping you stay focused, manage your time effectively, and reach your goals. This course is perfect for anyone looking to improve their productivity and overall effectiveness.

This course equips you with the essential skills to identify, assess, and manage risks effectively within an organization. By completing this course, you will understand various types of risks, explore risk management strategies, and learn practical tools and techniques to enhance your organization’s risk management process. Perfect for anyone aiming to minimize risks and ensure business stability!

In this course, you will explore the importance of Business Process Improvement (BPI) implementation and understand its core components. Learn about the most widely used BPI methodologies, such as Six Sigma, Lean, and BPR, and see practical examples of how these methodologies can be effectively implemented to enhance organizational processes.

This course provides you with the tools to effectively implement Business Process Improvement (BPI) in your organization. Learn to identify the need for regular BPIs, recognize indicators of success, and understand the four-step process for implementing a BPI program, including key phases to ensure successful outcomes.

This course provides essential knowledge on maintaining a safe workplace environment. After completing this course, you will understand what constitutes sexual harassment, the different types, and strategies organizations can implement to prevent it. You will also learn how to protect yourself and others from harassment in the workplace and create a more respectful environment.

This course will help you understand the power of maintaining a positive attitude and how it influences your personal and professional life. You will learn effective strategies to cultivate a positive mindset that enhances your well-being and drives success in various situations.

Master the art of negotiation with this course, where you'll learn key strategies to define, approach, and succeed in negotiations. Gain the skills to achieve favorable outcomes and navigate complex discussions with confidence and effectiveness.

This course is designed to help you master the art of organizing and leading efficient meetings. By taking this course, you will learn when to hold meetings, the essential stages of a productive meeting, and the key steps to ensure every meeting achieves its purpose effectively. Perfect for anyone looking to improve their leadership and organizational skills!

This course helps you recognize the signs and impacts of stress while providing practical strategies to manage and reduce it effectively. Gain the tools to maintain a healthy balance in life and enhance your well-being, both personally and professionally.

This course will help you understand the significance of making appropriate decisions and guide you through the process of rational decision-making. Learn to distinguish between random and rational decisions and apply a structured approach to make sound, effective choices in any situation.

This course provides a deep understanding of what makes a great leader. Explore key leadership qualities, various styles and theories, and learn how effective leadership drives organizational success and growth.

The "Kaizen" course introduces you to the transformative principles of continuous improvement. Learn the foundations of Kaizen, its behavioral principles, and the advantages of implementation to foster efficiency, innovation, and lasting success in any organization.

Gain a comprehensive understanding of intellectual assets and capital with this course, and learn to recognize the key elements that drive value in organizations. Explore the importance of managing intellectual capital and the impact of globalization on the migration of intellectual assets.