Web-Based Courses - Supervisory Series

  Dealing with Complaints


The Supervision Series Online utilizes behavior modeling to instill the basic foundations of interpersonal supervisory management.

Delegating effectively is an excellent way to train team members to take increasingly important roles within your organization.

As the leaders on the front line, managers and team leaders are often the first to hear team member complaints. And though sometimes they may seem unimportant, each complaint should be addressed and resolved. This module shows how to resolve simple complaints and identify the hidden agendas that so often underlie the chronic grievances.

For: Team leaders and first-line managers in both office and industrial locations.

Objectives
Managers and team leaders will learn to:
  Understand why all team member complaints must be dealt with rather than ignored or dismissed
  Be more sensitive to all the problems-minor or trivial, real or imagined-that can lie behind complaints
  Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties
  Use various techniques to solve such problems while maintaining a positive relationship with the team member

Course Length
An interactive, online course lasting from 45 minutes to 2 hours.

Course Features
  Content is designed to fit an interactive training environment.
  Interactive, skill building exercises, images, sounds, and videos reinforce the skill points.
  A course catalog guides you for increased flexibility to manage online course material.
  Built-in email system for communication and tools to interface for the delivery of courses asynchronously or synchronously
  Online help desk
  Student area

Suggested Pre-Requisite Courses

Fundamental Skills of Managing and Communicating
An overview of the importance of effective interpersonal skills in managing and communicating with people and how these skills support the step-by-step methodology. A review of pre-workshop exercises designed to start the learning process before the participants arrive at the session.

The Principles of Behavioral Modeling
  Traditional Models
  Positive Models
  Discussion
  Role Plays
  Job Specific Role Plays

Recommended Course Option
The workbook is used to help transfer the step-by-step skills of the behavior modeling process, with job specific case studies emphasizing on-the-job aids and resources material supplied within each workbook.

System Features and Requirements
  Standard Internet browser, version 4.0 or higher
  Program written entirely in Java which does not require plug-ins
  Server components using standard HTTP protocols

DEALING WITH COMPLAINTS
Course Length: 1.5 hours - self-paced course
Course Format: Web-based, online course

Number: 333387 view items in your shopping cart
add Dealing with Complaints - single user - 30-day subscription to your shopping cart Price: US$ 32.00 for a single user - 30-day subscription

Number: 333397
add Dealing with Complaints - single user - 12-month subscription to your shopping cart Price: US$ 52.00 for a single user - 12-month subscription

Number: 333641e
add Dealing with Complaints - single user - Single User-Perpetual License, 1 Title Choice to your shopping cart Price: US$ 230.00 for Single User
Perpetual License, 1 Title Choice

Number: 333642e
add Dealing with Complaints - Supervision Series Library - 1 Title - One Workstation to your shopping cart Price: US$ 1,500.00 for Supervision Series Library
1 Title - One Workstation
12-month subscription - Renewal at year end at 30% per title


This course is also available in classroom, CD-ROM, and a Spanish version (classroom format only) formats. Available in office and industrial versions.

View an online course demonstration.
Also view:

Virtual Classroom Benefits
Virtual Classroom Features
System Requirements
User Access Levels
Frequently Asked Questions
Cost Estimate Inquiry Form


If any of these products are not exactly what you want, please place an inquiry.
Thursday, November 20, 2008

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