Customer Service Career Guide: From Agent to Manager

THE NEED FOR LEADERSHIP IN THE NEW NORMAL IS MORE IMPORTANT THAN EVER!A warm welcome to the Fully Accredited Leadership Certification Course from Beginner to Expert level, which is aimed at those who have been recently promoted to Leaders, to Entrepreneurs looking to scale their business and to anyone really who wants to use Leadership to improve their life.It is absolutely true that we live in challenging times. The corona-virus has shaken the nature of work to its core. While many are still anxiously awaiting a return to normal, what’s “normal” after the pandemic is likely to look very different from what we were used to before it began.As some parts of the world start to loosen restrictions, leaders need to move from crisis response to thinking about the role of organizations and leadership in the longer term.Uncertainty will stay with us for many months, so it will be almost impossible to define what’s “normal.” What we need to think about is not a “new normal” but a new reality—a “new now.”Empathy and flexibility are important leadership qualities at any time. When employees experience sudden and radical change—such as the need to work remotely or in highly restricted work-spaces for an extended period—these qualities are even more essential in order to keep teams cohesive, engaged, and motivated.Crises like the one we are facing today force businesses and their leaders to change and adapt at extraordinary speed.Those that can filter out the noise and focus on what truly drives success, leading with head, heart, and hands, will emerge stronger than ever.The ''Influence and Inspire as a Leader in a Post Covid19 World'' course will empower you as a leader in bringing out the best in yourself and others by exploring the most cri

Exciting news! We've just released 3 powerful (optional) AI-enabled role plays to practice your skills and knowledge on assertiveness:- Assertive Communication: Handling Interruptions Calmly- Saying No: Setting Boundaries Respectfully- Handling Critical Feedback from Your ManagerDo you find yourself holding back in conversations, unable to express your true thoughts and feelings? Or maybe you struggle to assert yourself without tipping over into aggression? If these scenarios resonate with you, our course is tailored to guide you through the transformative journey of developing assertive beliefs and communication skills.Drawing inspiration from Positive Psychology, Cognitive Behavioral Therapy (CBT), and performance psychology, this masterclass offers you a lifetime of insights, practical tools, and the freedom to revisit and refresh your knowledge whenever you need it.Our exploration begins with the fundamentals of assertiveness, navigating the fine line between passivity and aggression. From there, we delve into a reflective journey, encouraging you to introspect and chart your path towards assertive empowerment. You'll learn to gracefully say 'no,' express your feelings confidently, and thrive in challenging conversations. This course is about embracing your right to make mistakes, change your mind, and express indifference or lack of understanding without guilt or fear.Beyond personal empowerment, these skills extend to your professional life. You'll learn how to replace self-limiting beliefs with empowering ones, balance assertiveness, and cultivate a growth mindset. These are the keys to unlocking a more confident, self-assured version of yourself.Imagine a world where you communicate with confidence, earn respect effortlessly, and lead with empathy and strength. This course is a step towards that world. It's abou

Would you like to improve your skills in personnel management and are you a manager or a person with responsibility? This course offers you the necessary background knowledge with many practical examples to get you started quickly. The target group are (future) managers, project managers, people in leading positions or simply all people with responsibility on the job.I have implement both scientific content and my own experience as a trainer, coach and manager into these lessons. This will give you a good overview of the most important instruments of personnel development, which will expand and strengthen your professionalism as a personnel developer or/and manager.In this course we will deal with the following contents:Introduction to personnel development: In addition to defining personnel development, it is also important to get a good overview of this discipline. Furthermore, a demarcation to organisational development and coaching is made and the possible target groups are defined.Management theories: In order to better link necessary correlations and developments, this chapter provides you with a brief review of the history. Immediately afterwards we will take a look at the newer forms of organization such as Scrum and Holocracy. We also discuss the suitability of agile methods as well as the self-organization of companies, hierarchies and roles.Leadership concepts: In human resources development as a manager or human resources specialist, you are also an expert in leadership concepts. You will learn the most fundamental approaches so that you can apply them in management coaching. In addition to the professional teaching, it is also about a basic understanding of how leadership works and how you can implement these concepts in your own organization.Management Diagnostics: In this section you will learn about various approaches to measuring requirements and prof

تعتبر مهارة الإلقاء الـمَهارة الأكثر طلبًا في سوق العمل، هٰذِهِ الـمَهارة تُمكِّن صاحبها من التَّأثير والإقناع وإحداث التَّغيير الـمَنشود عند الآخرين.. حيث تشير الأبحاث إلى أَنَّ الأسلوب الَّذي تمرَّر فيه الـمَضامين يصل أحيانًا، درجة أَنْ يكون له تأثير أكثر من الـمَضمون نفسه.. والـمقصود بالأسلوب هو مبنى الخطاب ولغة جسد الـمُتحدِّث.. مهارة الإلقاء تمكِّننا أَيْضًا من إيصال الفكرة بشكل أسرع وأدقَّ وأوضح..الاستعمالاستعمال مهارة الإلقاء لا يقتصر على الكلمات والخطابات في المناسبات العامَّة.. إِنَّها مهارة تستعمل يوميًّا في الاجتماعات والـمقابلات مع النَّاس.. إِنَّها تساعدنا في ترتيب أفكارنا، وفِي التَّمكُّن من لغة جسدنا، لنكون أكثر إقناعًا وتأثيرًا في الآخرين..نركِّز في الدَّورة على المواضيع الأساسيَّة التَّالية:1. التَّخلُّص من الخوف.2. كيف تختار موضوعًا لتتحدَّث عنه.3. مبنى الخطاب الكلاسيكي.4. مبنى القصَّة والتَّجربة الشَّخصيَّة.5. لغة الجسد أثناء الإلقاء.6. كيف تستعد للالقاء قالوا عن الدورة:"من خلال الدورة اكتسبت تجربة كبيرة في فن الخطابة.. السيطرة على الخوف من الوقوف امام الجمهور والتركيز على حيثيات معينة في طريقة ترتيب الفكرة لدينا، الدورة رجعت بالفائدة الجمة علي في حياتي الخاصة والمهنية وانصح فيها الجميع"شادي ارشيد - مهندس مدني"لدى المحاضر اطلاع واسع في مجال الالقاء وتسويق الذات وقدرة على جذب المتلقين تبعد الملل.. محتوى نحتاجه كمدرسين وكأصحاب مهنة في كل مكان.."رجاء شاهين - مربية للصف الاول والثاني ابتدائي"أنصح بالدورة لكل شخص يقابل أشخاصا.. يشترك في جلسات.. يتحضر للتعليم العالي.. او يريد أن يحسن من مقدرة تواصله بوضوح مع الاخرين.. الدورة جدا قيمة وعملية.. اسلوب المحاضر شيق جدا.. وتحدث تغييرا ملحوظا".ميسون أبو الهيجاء - اختصاصية نطق لغة وتواصل

In this online course, you will learn tools that will help you learn, build, activate and implement resilience before you hit rock bottom. If the current global environment sometimes feels like a long hike to you as well, combined with our daily juggles, it can feel very heavy on some days.A hike can feel very heavy too. But with a backpack full of the right tools, knowledge and practice, we are able to finish a hike successfully. That’s why you will learn in this course to equip your ER backpack with everything you’ll need to effectively face and manage stressful situations.Are you someone who feels completely defeated as soon as stressful news comes along? Maybe you’ve lost your job and you think you’ll never find a new job or how something must be wrong with you. Maybe your relationship ended and you now feel so worthless, thinking that you will never ever find your partner. Maybe you are anxious around money, feeling like every time you spend it, you are afraid it will never come back in abundance. Maybe you are afraid to stand on the scale in the next morning in case you didn’t stick to your diet well enough.Whatever situation comes to mind for you, it could be something that rises stress or anxiety, that keeps you up at night. Something that affects your concentration, your relationships, your general well being and your overall happiness. Together, we will navigate these in a way that will help you to feel more in control and aware of when they arise. Along with 6 other levels of Emotional Resilience that have been proven to increase resilience, we’ll explore 3 steps to become more resilient. With hands on tools and clear guidance you’ll be able to put everything into practice immediately and have fun whilst doing it.Lastly, using 2 exercises, you’ll build your own Resilience Plan, so that you always have a reference to look at next time a stressful situation comes along and that helps you to embrace the change that arises with these situations better.By the end of thi

This course is a practical guide to understand and deal with our emotions, wounds, patterns, mind needs and body well-being. You will find out what emotions are and how to deal with them, how to feel them and express them in a healthy manner. You will learn about the emotional wounds and their causes and how to heal them. You will learn about the mind and how the mind functions and what the mind needs. You will also learn about the body, its' needs and importance in your general well-being. Last but not least you will learn about yourself, who you really are or more exactly who you can be if you choose so. Self realisation is one of the most important achievements in life and I am explaining in this course how to reach a certain state of self realisation and sharing with you practical exercises to do so.This course is designed to give you insights and tools into the reality of your mind, body and the very thing that moves you, the emotions. I designed this course that is practical and rewarding you with the fruits of your practice even from the first chapter.I hope you enjoy and practice the exercises so that all the dimensions of your being are nourished.If you are looking only for information, is good, you will find all the information you need. But this course benefits will be complete when you go inside of yourself and feel what is there and practice self reflection, self introspection and body based exercises. In this way, you will receive this course in all the three dimensions of your being.Enjoy with all your brains, the intellectual brain will assimilate the information, the instinctual brain will get the body exercises and your deep self, rooted in the mamallian brain will get the self discovery exercises.There are two parts of this training, the Be You part that will show you what it is that you are not. You are not what happened to you, you are not the wounds, you are not the patterns and you are not the coping mechanisms.The second part of the trainin