Course Library

America’s favorite communication training series hosted by customer service expert Nancy Friedman.

The award-winning Telephone Doctor Customer Service Training Series is now available in 87 stand alone MicroLessons which take just minutes to complete.

Delivers actionable EI tools through real-world scenarios, empowering participants to navigate workplace emotions with confidence.

Learn from six service superstars who share their strategies about providing world-class service.

Effective email communication is a fundamental component of everyday business life.

Rude behavior is the enemy of great customer service. It hurts interactions with both external customers as well as internal ones...your coworkers.

This alphabet soup of ideas is loaded with skills and techniques to increase the effectiveness of anyone in a customer service or telesales position.

Identifies how to avoid misunderstandings and frustrations from age-related differences as well as how to best harness the power of the youngest generation of employees.

This awareness-building series takes a humorous look at some common virtual meeting faux pas.

Uses humor to demonstrate how several commonly-encountered workplace personalities can wreak havoc on morale and productivity.

Just-in-time team building and communication courses feature Human Resource expert Hugh Murray.

Illustrates the importance of workplace respect, diversity, bullying, inclusion, ethics and much more. 10 single-video modules.

Internal team member issues negatively affect our ability to operate efficiently and will hamper our efforts to deliver great service to our customers.

The goal of this course is to introduce the concept of neurodiversity and the advantages associated with increased awareness.

Just-in-time conflict resolution and employee relations courses feature Human Resource expert Hugh Murray.

Colorful lessons bring awareness to common personnel dilemmas in an upbeat and humorous way.

These powerful just-in-time learning modules will impart proven skills and techniques to enhance the ability of anyone in a mentoring, coaching or supervisory role. Each module takes about 10 minutes to complete.

Just-in-time supervisory & coaching training courses featuring Human Resource expert Hugh Murray. 10 single-video modules.

This course puts an emphasis on teaching managers about the power of questions by showing the importance of helping team members think for themselves. Employees who arrive at a conclusion because they have thought through the issues are more likely to buy into that decision.

Performance objectives can be as specific, agreed upon and as time-bounded as you like, but unless they are actually achieved, they're useless. This course provides new insights into getting team members emotionally and intellectually engaged in achieving their objectives.

Whether it's at an appraisal or part of an everyday interaction, delivering feedback is one of the most important (yet difficult) skills an effective manager needs to develop. Managers will learn to use the C.E.D.A.R. model to prepare for and engage in constructive feedback sessions.

Behavior-based interviewing techniques demonstrate a method of establishing whether or not a candidate possesses the competencies you need based on evidence of past performance.

This course illustrates how to use competencies in appraisals, promotion interviews and for self-development. Your team learns how to apply your organization's competency framework to the way they work.