Free Learning and Development Resources
A great selection of Personal & Career Development resources, each link will open in a new tab.
Description:
Self assessment is the foundation of career planning as it makes one aware of his/her strengths and weaknesses. It helps find out your areas of interests, your special skill-sets and accordingly plan a career.
Resource Type: Article
Description: Understanding your personaliy, long-term goals, your skills that need further development and calculating economic needs - to choose a suitable career
Resource Type: Article
Description: Attending workshops, conferences, exploring job options, opting for internships, etc.
Resource Type: template
Description: Communication skills paly a significant role in any job interview. One should be aware what to communicate and how to communicate as it leaves a favorable impression on the inbterviewer
Resource Type: Article
Description: An intervieweee should be able to communicate verbally and non-verbally, depending on different situations and should be competent in different communication styles if the job demands so
Resource Type: Article
Description: Dress appropriately, Mind your body language, your attitude, listen attentively, ask questions
Resource Type: Article
Description:
This has been revamped for 2022 and the author has added the latest insider strategies and techniques from real hiring managers to help job seekers write the best resumes possible.
This list contains everything you need to know about writing your own, so you can consistently land more interviews. This article takes you through:
- Resume Tips: The Fundamentals
- Resume Formatting Tips
- Resume Content Tips
- Resume Advice: Language & Grammar Tips
- Resume Advice: Education, Skills, & Extras
- Professional Resume Tips
- Job Search Advice.
Resource Type: Article
Description:
If only individuals experiencing homelessness could “just get a job,” wouldn’t that solve the problem? Well, it’s rarely so simple. In 2017, only 22 percent of adults experiencing homelessness were confirmed to have been employed that year. While it’s apparent that some individuals can gain and keep employment, these low figures suggest there may be something more to it than the usual stereotypes surrounding the issue.
Our resource helps people who are experiencing homelessness learn about the common roadblocks to employment and ways to overcome them.
Resource Type: Range of articles, advice and templates
Description:
At Resume.org, our mission is to level the playing field by making high-quality resume-building tools accessible to all. Our site and resume builder are completely free and do not require logins. Users can build and download their resumes in PDF, DOCX, or TXT format.
Resource Type: Article and help files
Description:
Land an interview for your dream job with resume templates written by professional resume writers with industry experience. See how ResumeTemplates sets you up for success, with the internet's largest database of free resume templates in MS Word and Google Docs formats:
Resource Type: Free resources for job-seekers
Description: Mental, Social, Spiritual, Emotional, Physical
Resource Type: Article
Description: Know yourself, have golas and vision, invest in yourself, develop positive thinking, act on your goals, devlop an attitide of Gratitude
Resource Type: Article
Description: Beginning your job search with a little self-reflection can be invaluable for your career development. Knowing this information will help you stay focused on landing the job you want.
Resource Type: Article
Description: Effective job serach process can be exhausting and time consuming.Choosing a job that will assist you in launching your career and meeting your career goals should be your target.
Resource Type: Article
Description: Multiple resources on Making career choices Getting a job Progressing your career
Resource Type: Articles/how to guides
Description: 30 minutes, covering: What Are Personal Values (And Why Do They Matter)? How to Define Your Personal Values How to Prioritise Your Personal Values How to Live Your Values With Integrity and Use Them to Make Decisions How to Adapt and Change Your Values When Needed
Resource Type: Article
Description:
A number of articles on personal values, (average 10 minutes per article) including:
- Values-Based Decision-Making
- Living our Values - Respecting others' Values
- The language of Values
- Try a new hat on today
- The importance of Values
- When Values become a barrier
- The customer experience of handling times
- Misplaced Values.
Resource Type: Articles
Description: List of over 200 values, broken down by category, available as a free download
Resource Type: Downloadable help sheet
Description:
While for some people, lifelong learning is a buzzword from yet another New York Times bestseller, for others, it is a lifestyle. Learning throughout life means continuously seeking knowledge and expanding your horizons, regardless of your age or life circumstances. This mindset encourages you to never stop growing and discovering new things, whether that means learning to code or cook brownies.
Resource Type: Articles
Description: This (and many other similar) articles available here on this site
Resource Type: Article
Description: Self-motivation requires that you believe in yourself, stay inspired, and keep going despite setbacks.
Resource Type: Article
Description: Simplify to focus your energy, break down large goals into small steps, manage your expectations, surround yourself with supportive people, ask for help & offer it, practce gratitude, get enough rest, celebrate achievements
Resource Type: Article
Description: 6 steps to changing habits:Identify Cues, Disrupt, Replace,Kepp it Sinple, Think Long Term, Persist
Resource Type: Article
Description: Rise Early, plan your day, exercise,set smaller goals, read, keep things tidy, maintain gratitude jounal, alone time, set online boundaries
Resource Type: Article
Description: Four types of learning styles: Visual, Auditory, Reading/Writing Preference, and Kinesthetic.
Resource Type: Article
Description: Practical Strategies for Each Learning Style
Resource Type: Article
Description:
Exam day has come, and although you are well-prepared, you might still feel a bit anxious. Don’t worry. It’s perfectly normal for students to feel some stress when it comes to test-taking, even if they have studied well and know the material.
Thse tips will guide you through exam prep and the exam itself. Remember that every exam is different. This test-taking guide is written in a general sense, with an eye toward the typical college-level exam.
Resource Type: Article
Description:
Do you know your learning style?
Some students will confidently give a definitive answer to this question. Others might hesitate. However, regardless of which category you fall into, you have probably heard about this idea at least once in your life.
The concept of “learning styles” is still greatly favored in schools and colleges. Many educators rely on it in their day-to-day teachings. However, despite its popularity, empirical evidence for the benefits of this theory are limited. Numerous online publications are quick to point that out and discredit this concept entirely.
So, are learning styles completely useless?
We don’t think so! In this article, our experts scrutinize their credibility and offer alternative ways of thinking about this theory. We’ll also discuss various learning styles and how to use them. Finally, you will find some practical examples on how to use different learning approaches in your education to ensure maximum efficiency.
Resource Type: Article
Description: Stress is the interaction between the situation and the individual.Workplace factors causing stress & techniques for managing stress
Resource Type: Article
Description: Common sources of stress at work, Effects of uncontrolled stress and steps to be taken to manage stress
Resource Type: Article
Description:
This free, short online course explores resilience – what it is, why it is important and how you can improve your own.
The course covers:
- Know what resilience is
- Understand why resilience is important
- Be able to describe the characteristics of resilience
- Understand how to practically improve your resilience skills.
There is also a self-printed certificate available on completion of the course.
Resource Type: Short course
Description:
Some strong tips on how to provide your own care for your mental health
Resource Type: Article
Description: Symptoms of mental health disorders that can signal need for help
Resource Type: Article
Description:
Self-awareness is a critical tool to help you reach higher levels of job satisfaction, become a better leader, improve relationships with colleagues, and manage your emotions better. It’s also positively correlated with higher levels of overall happiness.
And yet, as one study estimates, only 10-15% of people are truly self-aware.
Luckily, self-awareness can be practiced and cultivated - it’s not a fixed trait.
Resource Type: Articles with a number of offered downloads
Description:
This free online course explores the necessity of personal development, how to go about it, and the important role that self-awareness plays.
With so many new skills, ideas, theories and concepts being introduced in our hectic, ever-changing work life, many of us are looking to develop our skills and knowledge in order to keep up. But how do you go about it? Where do you start?
Our free online course explores why personal development is necessary and how you go about starting. It also stresses the important role self-awareness plays in our personal development, as it allows us to understand ourselves and determine where we can develop. This course is especially useful for those who wish to begin, or improve, their personal development but are unsure where to start.
This course covers the following topics:
- Why do personal development planning?
- SMART objectives
- Action planning
- What is self-awareness and why is it important?
- Self-awareness theory
- How to apply self-awareness.
A self-printed certificate is available on completion of the course.
Resource Type: Short course
Description: 10 Positive Emotions:Love, Serenity, Forgiveness, Awe, Joy, Interest, Hope, Pride,Amusement & Inspiration. And how they can reduce the impact of stressful situations
Resource Type: Article
Description: Utilize an assertive style of communication, Respond instead of reacting to conflict, develop active listening skills, be motivated, maintain a positive attitude, practice self-awareness, Take critique well, empathize with others, utilize leadership skills, Be approachable and sociable
Resource Type: Article
Description: List of questions that will help evaluate your emotional awareness
Resource Type: Other
Description: We cannot perform differently thsn the way we think. Hence, we need to change our thinking to change our actions
Resource Type: Article
Description: Emotions of Anger, frustration, excitement, pride, hurt, etc exist everywhere in an office. And effectively embracing them is essential for a better workplace
Resource Type: Article
Description:
This article will:
- Walk you through the concept of emotional intelligence
- Examine its benefits for your education and well-being
- Offer many helpful tips to boost your emotional intelligence.
Resource Type: Article
Description: Undrestanding your goals, motivation, strengths, weaknesses helps you figure out the most suitable career. Self knowledge makes the decision making process easier.
Resource Type: Article
Description: Actively ask for feedback, Take a few personality tests, Gain loads of work experience outside the "ivory tower", Discover & push your physical limits
Resource Type: Article
Description: Self-esteem is the personal value, self-respect and self -worth that an individul places on themselves
Resource Type: Article
Description: Family Environment, Achievement, Physical Appearance, Self Belief, Task Proficiency, Feedback from Friends & others
Resource Type: Article
Description: High Self Esteem / Low Self Esteem
Resource Type: Article
Description: ways of improving your Self Esteem
Resource Type: Video lecture
Description: Self Management is demonstrating self control and an ability to manage time and priorities.
Resource Type: Article
Description: Examples of Self Management Skills: Organization, Goal Setting, Time management, self motivation, stress management, accountability
Resource Type: Article
Description: We can all learn to be more self-governing through the disciplines of great management and great leadership; these are concepts that can give us wonderful tenets to live and work by.
Resource Type: Article
Description: Common distortions and how to reframe them
Resource Type: Article
Description: Positive thoughts will attract more positivity into your life
Resource Type: Article
Description: Self-care is any activity that we do deliberately in order to take care of our mental, emotional, and physical health. Self Care leads to better productivity, improved resistance to diseases,enhanced self esteem, increased self knowledge
Resource Type: Article
Description:
This resource is for people experiencing homelessness who are looking for employment.
According to EndHomelessness.org, as of January 2020, more than half a million people are experiencing homelessness in the country. Stable and sustainable employment is essential in creating and maintaining housing stability.
Our resource helps people who are experiencing homelessness learn about the common roadblocks to employment and ways to overcome them.
Resource Type: Range of articles and template resources
A great selection of Training & Development resources, each link will open in a new tab.
Description: The process in which the company identifies training and development needs of its employees so that they can do their job effectively
Resource Type: Article
Description: Determine the desired outcome, Determine the current outcome, Determine the cause of the Performance Gap and offer solutions
Resource Type: Article
Description: Perform training needs assessment, Develop learning objectives, Design training materials, Implement and evaluate the training
Resource Type: Article
Description: Define Goals, Engage your employees through Scenario based learning, pomodoro technique, mobile friendly elearning events and gamified learning, Get the Timing right, Track results
Resource Type: Article
Description: Includes selection of contents and methods. • It also covers the logistical aspects. • Done within or outside the company. • Classified according to the employees learning competencies.
Resource Type: Online learning course
Description:
This course has been designed for current trainers who wish to sharpen their training skills and learn new and innovative techniques in training design, construction and delivery.
The program content is based on time-tested training principles including modules on: learning theory, setting objectives, design, delivery, use of visual aids, audience facilitation and evaluation methods. We have placed a great emphasis on the use of positive reinforcement to develop the skills needed to design and deliver quality training programmes.
By the end of this course you will feel both competent and confident in your training skills. It will allow you to:
- Structure your training session
- Run successful training sessions and great courses
- add interest to your training courses
- learn question technique for group training
- handle and train difficult people
- deliver great presentations
- enhance your visual image
Resource Type: Complete short course
Description:
This course is specifically designed to help trainers and subject matter experts to learn how to teach better.
The training principles discussed in the train the trainer course apply to delivery of all kinds of courses. They are not just limited to providing training on soft skills. The principles apply to teaching technical skills, software, management, arts and crafts.
The course is designed to accommodate the needs of people who are new to training as well as those who are experienced and have delivered courses in the past.
As the lessons progress forward, you will be introduced to more advanced training topics and get to examine your own training performance much more extensively.
Resource Type: Complete course
Description:
“Train the Trainer” stands for a session, which is addressed to trainers who are willing to offer trainings to adults. It has a pedagogical background and participants will learn how to teach adults in a more effective way. The main purpose of the course is to improve the trainers’ capabilities to engage their audience. More specifically, by the end of the course, participants will be able to discover how adults learn and what motivates adult learners. Additionaly the participants will be able to design, prepare, and deliver training sessions. Best practice and proven training techniques, are key elements in order for the participants to develop effective communication skills. Lastly the participant will be able to manage and engage different audiences, improve standards of teaching and training by means of reflective practice.
Learning Objectives
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discover how adults learn and what motivates adult learners
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provide constructive and effective feedback to adult learners
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design training sessions appropriate to the learner, resources and desired learning outcomes
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prepare and deliver training sessions
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practice proven training techniques
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develop effective communication
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manage and engage different audiences
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improve standards of teaching and training by means of reflective practice
Resource Type: Complete online course
Description: Training Evaluation refers to the process of collecting outcomes needed to determine if training is effective. A training program should give following resulting changes: Reaction, Learning, Behaviour, Result
Resource Type: Article
Description: Objectives, Types, Importance and Effective design of Management Development Plan
Resource Type: Article
Description: On the job Training, Off the job Training
Resource Type: Article
Description: Case Study, Games based training, Internship, Job Rotation, Job Shadowing, Lecture, Mentoring & Apprenticeship, Programmed Instruction, Role Modeling, Role Play, Simulation, Stimulus based training, Team training
Resource Type: Article
Description: This is a comprehensive L&D design manual. Several hours of study required
Resource Type:
Description: This is a comprehensive L&D design manual. Several hours of study required
Resource Type:
Description: Agile design manual, based on the Sidky Agile Measurement Index. Several hours of study required
Resource Type:
Description: This is a comprehensive ADDIE extended design manual. Several hours of study required
Resource Type:
Description: This short guide (less than a 10 minute read) provides a framework that is composed of four models: ADDIE or ISD Ethos for Agile design Learning Design Framework Extending ADDIE
Resource Type: Article
Description: A number of templates for assessing training needs, including: System Overview Instrument Business Outcome Job List Instrument Job Description Instrument Task Inventory Instrument Task Survey Instrument Employee Survey Supervisor & Manager Training Survey Task Selection Instrument People, Data, Things Instrument Task Performance Measure Instrument Training Analysis Overview Report Course Evaluation (Word document) A guide for evaluation learning platforms. Training Estimator Spreadsheet (MS Excel) Lesson Plan Template (rtf) Presentation Template (rtf) Using PowerPoint (PowerPoint): A short slide show on using slides and other visual devices.
Resource Type: Article
Description:
Various (count in hours) A comprehensive compendium of learning theories, teaching practices, design guides. This is the most comprehensive library of L&D resources on the internet. Contents from this page link alone include:
Instructional System Design Manual (ISD) — A complete guide to ISD or ADDIE method (analysis, design, develop, implement or delivery, and evaluation)
Instructional Design Framework — A framework for designing learning environments.
Agile Design: An Ethos for Creating Learning Platforms — Rapid instructional design for agile, blended learning
Extending Instructional System Design — How to move beyond ISD
Instructional Design — Includes difference between ISD (Instructional System Design) and ID (Instructional Design)
Cognitive Task Analysis in Instructional Design: Mapping the Performance A Table of Five Design Models: ADDIE, Design Thinking, Agile Design, System Thinking, and X Problem?
ADDIE Backwards Planning Model — An interactive map for using ADDIE to reach your performance and learning goals
Bloom's Taxonomy of Learning Domains
A guide to eLearning
Mapping Pedagogies in Learning/Instructional Design Media, Strategies, and Methods: Social Learning mLearning Informal and Formal Learning
Learning Styles
Learner Self Assessments
Learning through Researching: Adaptive and Adoptive Learning Methods
Reflection and Learning
Learning and iPods/tablets
Performance Tools
Performance Coaching
Two Dimensional Performance Modeling
A Trainer's Toolbox of Templates and Outline
Learning Organization Profile
Competencies
Icebreakers, Reviewing, and Motivation Activities>/li>
History of Learning and Instructional Design: ISD Timeline — The growth of ISD ADDIE
Timeline — The growth of the ADDIE model
Contributors, Gurus, and Pioneers in the field of Learning Learning Statistics, Myths, and Benchmarking
Estimating Design Cost and Development Times
Creativity
Innovation
Critical Thinking
How to Stop Great Ideas
Brainstorming
Developing Diversity
Left Brain, Right Brain Metaphor
The Exceptional Learner
What Does the "A" in KSA Really Mean (Knowledge, Skills, Attitude)?
Karl Popper's the Three Worlds of Knowledge
Examples of Instructional Design Activities
Using matched example/non-example pairs - Positive Reinforcement
Role Play - Counseling
Fishbowl - Appraisals
Self-reflection surveys and questionnaires for critical thinking.
Resource Type: Articles
Description:
Explore over 80 free compliance training aids including best practice guides, checklists, desk-aids, eBooks, posters, training presentations and e-learning modules.
Includes materials on:
Bribery and corruption
Competition Law
Compliance Learning
Equality and Diversit
FCA training
Fraud
Financial Crime
GDPR
Health and Safety
Information Security
Modern Slavery
Risk
SMCR
Soft Skills.
Resource Type: Online learning courses, articles and more
A great selection of Management Skills resources, each link will open in a new tab.
Description:
A corporate management tool that helps evaluate work performance. These programs use various tools to create & measure goals, objectives and milestones and help people perform to the best of their abilities. This in turn helps companies reach their goals and perform optimally.
The website carries a number of useful articles on the subject of performance management and management by objective.
Resource Type: Articles
Description:
Stages of Performance Management Cycle and the Basic Elements necessary for Effective Performance Management.
This is a commercial organisation that sells performance management software. However, it carries this and other good articles, plus the offer to download a free e-book on the subject.
Resource Type: Article, free e-book
Description:
Offering selected courses free of charge for periods of time, Reed carries a wealth of online learning materials, some via its partner organisations.
Resource Type: Online learning courses
Description: Leadership Theory stidies qualities of good leaders based on various aspects:Persoanlity Traits, Environment, Decision making process etc. Leadership Styles include different leadership qualities : Coach, Visionary, Democratic, Beaurocratic, etc
Resource Type: Article
Description: These are: Great man theory, Trait theory, Behaviorial theory, Situational theory, Contingency theory
Resource Type: Article
Description: Applying different aspects of leadership theories hleps one understand the situation/qualities/challenges and acordingly improve his/her leadership skills
Resource Type: Article
Description:
What is it that makes some people excel in leadership roles? Leadership theories seek to explain how and why certain people become leaders. Such theories often focus on the characteristics of leaders, but some attempt to identify the behaviors that people can adopt to improve their own leadership abilities in different situations.
Early debates on the psychology of leadership often suggested that such skills were simply abilities that people were born with. In other words, these theories proposed that certain people were simply "born leaders." Some more recent theories propose that possessing certain traits may help make people nature leaders, but that experience and situational variables also play a critical role.
A very useful set of articles here that provide an overview, and more in-depth descriptions of these 8 key theories.
- "Great Man" theory
- Trait
- Contingency
- Situational
- Behavioral
- Participative
- Management
- Relationship.
Resource Type: Articles
Description: Performance goals should be realistic, measurable. Regular meetings should be conducted to monitor progress & provide feedback.
Resource Type: Article
Description: Align employee goals with company golas,collaborate with employees to set goals, goals should be challenging but attainable, increase engagement with career discussions, monitor performances
Resource Type: Article
Description: Performance gap is the difference between intended and actual performance. Lack of Clarity is the main reason behidn performance gaps
Resource Type: Article
Description: Identify performance gaps correctly, Traqin employees in new hard skills, develop leadership skills among team, address workplace culture & environment, Integrate a competency framework
Resource Type: Article
Description: What is a PIP and how to make sure you complete it sucessfully
Resource Type: Article
Description: Calm down, face every details of yourb PIP with a calm and serious attitude, embrace every details of your PIP, keep looking for better options, move on gracefully no matter what happens
Resource Type: Article
Description:
A very useful and detailed article by Geir Darge, including some solid tips to ensure your performance improvement plans are effective and set your employees up for success, there are a few things to keep in mind.
- How can you prepare an employee for a PIP and get them to take action?
- What information should a PIP contain?
- What's the role of the manager in the process?
- What happens after a PIP is used?
Resource Type: Article - guide
Description: Appraisals help in not only measuring & rewarding high performing employees, but also helps address performance issues & identify training needs
Resource Type: Article
Description: PDP is an important component of the Performance Management process as it leads to development of an employee's work skills, knowledge and experience
Resource Type: Article
Description: Quality Management is the act of overseeing activities and tasks need to maintain desired level of excellence. The process includes determining quality policy, creating and implementing quality planning and assurance, and qulaity control and quality improvement.TQM requires that all stakeholders in a business work together to improve process, products, services and the culture of the company itself.
Resource Type: Article
Description: The purpose of a quality management system is to ensure every time a process is performed, the same information, methods, skills and controls are used and applied in a consistent manner. This ensure continuous improvement.
Resource Type: Article
Description: Quality Planning, Quality Assurance, Quality Control, Continuous Improvement
Resource Type: Article
Description:
Contact Centres are complex places and there are many metrics that the average Contact Centre Agent will come across and be measured against. So why do we need them?
Let’s start with another more fundamental question… Why do we need Contact Centres?
The primary role of any Customer facing Contact centre is to provide a service to the customer and prospective customer base, to speed up their engagements with you and generally to make life so much easier for a customer, forget this at your peril. Your role as a Contact Centre Agent is to provide this ‘service’ to the customer. You are the Company as far as the customer is concerned and how you manage the engagement is the key factor in whether the customer has a good, bad or passive experience.
Leaders within your organisation need strategic KPI’s to ensure there is operational efficiency, budgets are met and to prove business cases for new initiatives and assess the impact of new initiatives and marketing campaigns etc. whilst balancing this with meeting the expectations of the customers. KPI’s also provide metrics for the contact Centre overall performance, highlight peaks and trends, whilst helping us to accurately forecast staffing levels.
Let’s look at some of the measures that are typically in place within contact centres.
First Contact Resolution (FCR)
FCR is a measure of how successful we are at resolving a customers query the first time they call us. In many contact centres this measure is considered amongst the most important as it results in higher customer satisfaction and lower repeat calls, which in turn results in a lower cost-to-serve.
There are two common approaches to measure FCR
FCR = Total No. of calls resolved on the first attempt
Total No. calls received
Or
FCR = Total No. calls resolved on first attempt
Total No. of first calls
The second approach is more accurate as it excludes repeat calls, but both are used in contact centres, so it’s important to understand how its deployed in you centre and tat you understand the parameters.
Questions to consider:
· What stops you resolving customer queries first time, every time?
· What could you do to help improve this?
Average Age of a Query
The average age of a query measures the length of time queries remain unresolved and open if they are not resolved at the first attempt. This metric accompanies FCR and is a great tool to help an organisation to understand which queries are causing difficulties and need different / additional solutions / processes creating to ensure smoother resolution.
The formula to calculate Average Age of a Query:
Average Age of a Query = Total days of open queries
Total No. of open queries
Net Promoter Score (NPS)
NPS is a really popular measure used to measure customer loyalty and satisfaction. The great benefit of NPS is that it’s a simple question for customers to answer.
‘How likely is it that you would recommend …(XYZ Company)… to a friend or colleague?’
Customers are asked to use a 0-10 rating scale. NPS is then divided into three categories:
Promoters - 9-10
Passive - 7-8
Detractors - 0-6
The formula to calculate NPS:
NPS = % Promoters - % Detractors
Questions to consider:
· If your Contact Centre uses NPS as a measure, how are they tracking?
· What is your personal NPS?
· What could you do to improve customer perceptions and drive these numbers up?
· If your personal NPS is high, what could you do to help others in the team raise their metrics?
Customer Effort Score (CES)
Like NPS, the CES uses a simple question to gauge customer satisfaction, however, it asks a customer to consider how much effort they had to use in order to get their query resolved.
Typical responses range from very low to very high and can be measured using either a five point or seven-point scale.
A CES questionnaire will typically look like this
To what extent do you agree or disagree with the following statement.
…XYZ… Company made it easy for me to resolve my query:
7 Point Scale 5 Point Scale
1 - Strongly disagree 1 - Strongly disagree
2 – Disagree 2 - Disagree
3 - Somewhat disagree 3 - Neither agree or disagree
4 - Neither agree or disagree 4 - Agree
5 - Somewhat agree 5 - Strongly Agree
6 - Agree
7 - Strongly Agree
The formula to calculate CES:
CES = % Agree - % Disagree
Questions to consider:
· If your Contact Centre uses CES as a measure, how are they tracking?
· What is your personal CES?
· What could you do to improve customer perceptions and drive these numbers up?
· If your personal CES is high, what could you do to help others in the team raise their metrics?
Customer Satisfaction (CSAT)
This metric is often used within Contact Centres to determine how satisfied customers are with your companies products and services. CSAT is measured at the end of a customer survey, using a
five-point scale using the responses, Highly Satisfied to Highly Unsatisfied.
CSAT scores are often expressed on a 0% to 100% scale. The top two scores are then taken as a measure of how likely a customer is to use our products or Services again (Customer retention)
The formula to calculate CSAT:
CSAT = No. Satisfied customers (those scoring - 4 & 5) x100
No. of survey respondents
Questions to consider:
· If your Contact Centre uses CSAT as a measure, how are they tracking?
· What is your personal CSAT?
· What could you do to improve customer perceptions and drive these numbers up?
· If your personal CSAT is high, what could you do to help others in the team raise their metrics?
Grade of Service (GOS) or First Response Time (FRT)
The customers initial contact with a contact centre has a strong influence on the customer perception of how we perform as a business. A customer’s time is valuable and how you engage with them shows whether you value them and their business. So even before a customer engages with you, they are already judging your company based on how long they must wait for their call to be answered or their email to be answered to or their chat to be picked up and responded to.
This metric is often monitored closely, hourly, daily, weekly, monthly, yearly and in some cases even minute by minute with someone watching ‘the board’ real time.
The formula to calculate GOS / FRT:
GOS/FRT = Total time waiting for all enquiries
Total No. of Enquiries
Questions to consider:
· What do you think can do, to have an impact GOS or FTR within your Contact Centre?
Average Call Abandoned Rate (ACA)
If a customer has to wait to long, they are likely to abandon their call, which again causes huge customer frustration and lose faith in your companies ability to handle their query and or provide a good service. Customers are often more willing to wait longer for technical support than they are if they are calling for a sales transaction.
As a general ‘rule of thumb’ a 5% abandonment rate is considered acceptable anything above this signals a problem. As a general rule a company usually exclude those calls that abandon within the first five seconds, as these calls are usually mis-dials or people who change their mind.
The formula to calculate ACA:
Abandonment Rate = (No. of Calls Offered – No. of calls handled) x100
No. of calls offered
Questions to consider:
· What is your Centre Currently running at?
· Why is it important that we monitor this metric?
Calls Handled
The Calls Handled KPI literally relates to all calls ‘touched’ by an agent during a specific time frame. This figure usually doesn’t include abandoned calls and is often broken down into:
· Calls handled by an agent
· Calls handled by an Interactive Voice Response (IVR) system
You can substitute calls with emails and chats here, it’s a similar process
Questions to consider:
· Companies often provide agents with a target for customer interactions (calls/emails/chats etc.) handled why do you think this is the case?
· What can you personally do to increase the number of customer interactions you handle each day, without affecting the quality of the customers experience?
Agent Utilisation
Customer service is a labour-intensive function and for this reason Companies are keen to ensure that they are making the best use of the resources they have available. The Agent Utilisation KPI allows us to make sure that this is happening, and everyone is getting their fair share of the work available. Its also a vital component of forecasting to ensure the right agents with the right skills are available to handle the forested customer interactions in any given time-period. Of course to ensure this is fully accurate we have to factor in breaks, lunches, holidays, sick days and training… these elements are known as shrinkage.
The formula to calculate Agent Utilisation:
Agent Utilisation = (Avg. No. of contacts handled by an agent in a month) x (Avg. handle time) x 100
(Workdays in a month) x (total work hrs in a day)
Questions to consider:
· What can you personally do to impact the utilisation metric?
Average Call Length
This metric provides an insight into the average length of calls, in a given period. This figure again helps Operations and Forecasting to predict the number of agents required to manage the workload
The formula to calculate Average Call Length:
Average call length = Total call time for all calls
Total No. of calls
Questions to consider:
· What’s your Contact centre currently running at?
· Why is this an interesting metric?
Adherence to Schedule
Another productivity related contact centre metric is adherence to schedule, this relates to how well an agent manages their time. Forecasting usually work out how many staff they require in short fifteen-minute intervals to make sure they match agent availability with the forecasts of when the customer wants to interact with us.
For this reason its important that we take breaks and lunches at the allocated times and in the same way return when our schedule dictates, otherwise we won’t be available when customers need us.
Questions to consider:
· What can you do to influence your personal adherence metric?
· Do you know how your own personal metrics stack up?
Average Handling time (AHT)
This is the average time an agent spends on a call / email/chat etc. It starts as soon as the agents either picks up the call or opens the email /chat session. By tracking this metric is gives an understanding of any training requirements that might present themselves. Long durations could mean an agent doesn’t have the skills or tools required to their job and similarly if the duration of a customer interaction is well below than expected it could demonstrate that an agent is rushing through activities and not addressing customer issue correctly.
The formula to calculate Average Handling Time:
AHT = (Total talk time + Total hold time = Total after-call work time)
Total No. of calls
Questions to consider:
· What’s your current AHT and how does it compare to the targets you’re working towards?
· What can you do to influence your current figures?
· What additional support do you require going forward?
Average Call Hold Time
Sometimes it’s necessary to put a customer on hold, to speak to a Subject Matter Expert (SME) or a Team Leader or to access additional information relating to the Customer and or their account. Whilst these hold times are necessary it’s important to keep these to a minimum and keep them as short as possible. They cause frustration for the customer and can send unwanted communications that we don’t know what we’re doing or even don’t care about the customer.
If this number is too high, it can highlight systems issues or agent performance issues
The formula to calculate Average Call Hold Time:
Average Call Hold Time = No. of seconds customer is placed on hold
Total No. of calls
Questions to consider:
· What factors are driving your ‘Hold Time’ at the moment?
· What can you do to drive this metric down?
Transfer Rate
Once a customer has explained their issue there is a real feeling of disappointment and frustration when they must be transferred to someone else to handle their query and start all over again, the more transfers the more frustration.
Whilst some transfers are inevitable it’s important that we tray to keep them to a minimum and wherever possible do so via a ‘warm transfer’ to ensure the handover is smooth and the customer doesn’t have to repeat information.
The formula to calculate Transfer Rate:
Transfer Rate = No. of calls Transferred
Total No. of handled calls
Questions to consider:
· What can you do to drive this figure down in your centre?
Average After-call work time (ACW)
There is often a need to complete some after-call work following a customer interaction. This metric allows us to understand how much time an agent spends on these activities.
Again, this metric can highlight process and procedural issues or that an agent needs additional training and support. It could be that your adding steps that aren’t required causing you to be slower in this area or it could be that there are routines or processes that aren’t required and could be eliminated to streamline this
The formula to calculate After-call working time:
ACW = Time to complete after-call work for all calls
Total No. of calls
Questions to consider:
· How much time do you spend in after-call working?
· What’s the current target in your department / centre?
· Are you meeting your own personal targets?
· What can you do differently to help drive this figure down without affecting quality?
Short Duration Calls
This isn’t a metric that is looked at as frequently as the others, but it is one that’s reviewed probably on a monthly basis. Short duration calls can be an indication of several potential issues.
A high number could be driven by system problems for instance automatic call dropping or customers ‘hanging up’ because they are not able to hear. It could also be due to agent error or sometimes, sadly, an agent trying to beat the system
Some Additional Questions:
· Which of the measures we’ve outlined are in place within your organisation?
· What do you think are the benefits of having KPI’s and targets?
· What do you think the drawbacks of KPI’s and targets?
Provide the Agent with a copy of their own data: ‘Here’s an example from your Contact Centre’.
· Take a look at your data given the information above which areas, do you think, you would be asked to focus on?
· Why do you think these areas are important?
· What do you think you could do to influence the results?
· What impact do you think this could have on your customer base?
Resource Type: Article
Description: Leadership Development leads to a new leadership structure, creates skilled and empowered leaders, allows greater innovation
Resource Type: Article
Description: Leader development takes place through multiple mechanisms: formal instruction, developmental job assignments, 360-degree feedback, executive coaching, and self-directed learning. These approaches may occur independently but are more effective in combination.
Resource Type: Article
Description: A coach is a specially trained person who guides towards achieving your goals whereas a Mentor is not sprecially trained but passes on his specific skills and expertise to help you become more successful
Resource Type: Article
Description: Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings. It helps organizations prepare for the unexpected by minimizing risks and extra costs befor they happen
Resource Type: Article
Description: Identify the Risk, Analyze the Risk, Evaluate or Rank the Risk, Treat the Risk, Monitor and Review the Risk
Resource Type: Article
Description: Oragizational change is a braod concept and can be defined as any change that has a significant impact on the organization as a whole. 4 main types of organizational change are: Strategic Transformational change, People-centric organizational change, Structural change and Remedial change
Resource Type: Article
Description: Change helps an organization to: Build up competition, Bring technological advancement and Develop satisfied customers
Resource Type: Article
Description: A complete guide to what is motivation, how to stay motivated for a long time, how it works, various articles on motivation
Resource Type: Article
Description: Ask people what they want to do, hold your team accountable, make goals public,show how goals impact the larger picture, make goals quantifiable, tie goals to incentives, create an action plan
Resource Type: Article
Description: Setting a goal helps us to develop strategies that will enable us to perform better and achieve out goals. Accomplishing our goals lead to higher satisfaction and further motivation leading to succes in life
Resource Type: Article
Description: Team Dynamics refers to unconscious, psychological factors that influence the direction of a team’s behaviour and performance. For positive team dynamics:There should be clarity of goals to be accomplished, transparency within the team members and accountability of each member
Resource Type: Article
Description: Strategies for boosting your team dynamics: Get to know your team, address problems quickly, create a team charter, enhance team culture, build communication, always pay attention to your team behaviour
Resource Type: Article
Description: Feedback should be specific, considering recipient's needs, the recipient should be given a chance to respond and negative feedback should always be given in private. Don’t wait for the annual reviews to give feedback, do not axxagerate and do not sandwich negative feedback between positive messages
Resource Type: Article
Description: Teamwork skills are the qualities and abilities that allow you to work well with others during conversations, projects, meetings or other collaborations. Examples of group skills: Communication, Responsibility, Honesty, Active Listening, Empathy, Collaboration, Awareness
Resource Type: Article
Description: Group skills can be improved by: getting honest feedback, setting personal goals, practice specifoc qualities you are trying to build, Mimic others with strong teamwork skills
Resource Type: Article
Description: Group Learning is also known as "collaborative learning", "cooperative learning", "peer learning" and "social learning"
Resource Type: Article
Description: Group Learning helps in higher academic achievements, better reasoning & critical thinking skills, higher self esteem, positive & supportive relationships with peers, etc
Resource Type: Online learning course
Description: Definiton, Origin, Benefits of Self managing teams, comparison between conventional & self managed teams
Resource Type: Video lecture
Description: Building trust within a team has huge impact on the team performance. Trust forters creativity and innovation.5 essentials to build trust in a workplace: Transperancey, Respect, Understanding, Shared succes, Tell the truth
Resource Type: Article
Description: Teamwork and collaboration leads to higher productivity, better participation, better problem solving skills, greater learning and understanding from team members.
Resource Type: Article
Description: Share the company's mission, communicate your expectation for collaboration, Define and communicate team's goals, highlight individual's strengths, promote a community working environment, forster honest and open communication, encourage creativity, share knowledge insights and resources, lead by example, get out of the office for formal as well as informal meeting, celebrate and reward successful teamwork, invest in collaboration tools
Resource Type: Article
Description: A leader should lead by example, souldnt overcommunicate, admit mistakes, stick to commitments, trust his team, ask for feedback, not play favorites, trust everyone fairly, act consistently
Resource Type: Article
A great selection of Planning & Organisational Skills resources, each link will open in a new tab.
Description: The more organized a meeting is, the lesser time will be wasted by employees, resulting in increased productivity and revenues for the organization.Good meeting management skills also ensure valuable contribution by all team members, which helps in finding the optimum solutions for issues at hand. Meeting management also plays an important role in improving communication, interpersonal relationships, teamwork, as well as employee morale and satisfaction.
Resource Type: Article
Description: Meeting should have a clear objective, try meeting outside the office, participants should be aware of the agenda and be prepared, Invite less people, Be on time, Stand-up meetings are mor engaging & collaborating, meeting should be participative, Be focussed, do not multi-task, keep meetings shot, and follow up post discussion
Resource Type: Article
Description: The diversity definition refers to the existence of variations of different characteristics in a group of people. These characteristics could be everything that makes us unique, such as our cognitive skills and personality traits, along with the things that shape our identity (e.g. race, age, gender, religion, sexual orientation, cultural background).
Resource Type: Article
Description: Cognitive disabilities, physical abilities & disabilities, mental health, cultural background, LANGUAGE, LINGUISTICS & ACCENTS, Race, Age, Family upbringing, etc
Resource Type: Article
Description:
Building an inclusive business is all about considering the people component of this equation. Ensuring that you create a team and workplace where diversity is celebrated and everyone feels welcome has major benefits.
This all-inclusive guide will give you the lowdown on what inclusivity is, the benefits it has for businesses and the people who interact with them, as well as how you can institute processes and create business practices that will help you to build an inclusive enterprise.
Resource Type: Article
Description: Project Management is about getting things done with a specified time
Resource Type: Video lecture
Description: Project Initiation, Project Planning, Project Execution, Project Performance Monitoring, Project Closure
Resource Type: Article
Description: Waterfall, Agile, Scrum, Kanban, Lean,Six Sigma, PRINCE2
Resource Type: Article
Description: Definition of Strategic planning, why do we need it, the process of strategic planning
Resource Type: Article
Description: Establish your mission, Analyse your SWOT, Develop a plan, Create a budget, Put it in writing, Make it a living document
Resource Type: Article
Description: Operational Planning, Strategic Planning, Tactical Planning, Contingency Planning
Resource Type: Article
Description: In this video you'll learn about the six essential pages every business plan should have, what to record on each of those pages, and also how to write your business plan as quickly and easily as possible -- even if you're a complete beginner!
Resource Type: Video lecture
Description: Business continuity planning (BCP) is the process involved in creating a system of prevention and recovery from potential threats to a company.
Resource Type: Article
Description: Identify the scope of the plan, Identify Key business Areas, Identify critical functions, Identify dependancies between various business areas and functions, Determine acceptable downtime for each criticla function, create a plan to maintain operations.
Resource Type: Article
Description: Management by objectives (MBO) is a strategic management model that aims to improve organizational performance by clearly defining objectives that are agreed to by both management and employees.ccording to the theory, having a say in goal setting and action plans encourages participation and commitment among employees, as well as aligning objectives across the organization.
Resource Type: Article
Description: Steps: Define Organizational goals, Define Employee Objectives, Continuous monitoring of performance & progress, Performance Evaluation, providing feedback, Performance appraisal.
Resource Type: Article
Description: Time management is the process of organizing and planning how much time you spend on specific activities.
Resource Type: Article
Description: The 4 Ds are: Do, Defer (Delay), Delegate, and Delete (Drop).
Resource Type: Article
Description: Start your day with a clear focus, Have a dynamic task list, Foxus on high-value activities, Minimize interruptions, Stop procrastinating, Limit multi-tasking, Review your day,
Resource Type: Article
Description:
Starting college is one of our biggest milestones. It feels like a whole new beginning, as though the adult life we’ve been waiting for has finally arrived! You may feel excited but also scared, embarrassed, and a bit lost too.
To survive these new challenges, you need to know how to get ready, what to avoid, and what to do to maximize success. You’ll find all this and loads more in our experts’ ultimate guide for incoming college students, including helpful tips and a handy infographic.
Resource Type: Article
5/5 (1 ratings)
Description:
In a fast-paced world where distractions abound, overcoming laziness and staying productive can be challenging. In fact, what we know as laziness is often a fear of failure, the pressure of high expectations, or a simple need for relaxation. Therefore, combating lethargy requires not just pushing ourselves harder, but also cultivating an environment and mindset favorable to efficiency and enjoyment.
The team on the website here created a detailed "6 Productivity-Boosting Japanese Techniques" infographic.
Drawing inspiration from the rich cultural heritage of Japan, we explored six time-tested strategies promoting continuous improvement, steady progress, connection with nature, resilience, and acceptance of what we cannot alter. By embracing these principles, anyone can conquer procrastination, enhance motivation, and achieve success in their studies, work, and personal lives.
Resource Type: Article with infographic
Description: Knowledge management is the conscious process of defining, structuring, retaining and sharing the knowledge and experience of employees within an organization.
Resource Type: Article
Description: Experiments, Surveys, Questionnaires, Interviews, Case Studies, Participant and non-participant observation, Observational trials, Studies using the Delphi method
Resource Type: Article
Description:
The human brain is endlessly fascinating. This organ never rests, continuously making connections and assumptions about the world surrounding us and the things in it. The brain creates patterns from the tiniest bits of informational inputs, thereby forming thoughts, statements, arguments, and ideas. It allows us to build up our own interpretations of situations, datasets, and people. Trying to sort through all of this information in a sensible, logical way is referred to as reasoning.
This useful article explains both the deductive and inductive reasoning processes. It covers their respective structures, strengths, weaknesses, and real-life uses. After reading this piece, you’ll clearly understand both types and gain the knowledge and skills to objectively assess facts and build compelling arguments.
Resource Type: Article
Description: A value proposition is a statement that answers the ‘why’ someone should do business with you.
Resource Type: Article
Description: Identify all the benefits that your product offers, Describe what makes these benefits valuable, Identify your customer's main problem, connect this value to your buyer's problem, Differentiate yourself as the preferred provider of this value
Resource Type: Article
Description: Customer segmentation is the practice of dividing a company’s customers into groups that reflect similarity among customers in each group
Resource Type: Article
Description: Types are: Demographic & Socioeconomic Segmentation, Geographic Segmentation, Behavioural Segmentation, Psychographic Segmentation & Social Media Segmentation
Resource Type: Article
Description: Customer Discovery is the process of focusing on four blocks of the lean canvas, developing assumptions, and turning those assumptions into hypotheses which founders will then go out and test.If a startup properly conducts customer development, it helps them become highly focused, capital and resource-efficient, and while not a guaranteed success, more likely to achieve product-market fit, improve valuations, and attract additional investment.
Resource Type: Article
Description: 4 steps : Define a Hypothesis, Define your Assumptions, Ask (Good) Questions, Evaluate and Refine
Resource Type: Article
Description: Validation reduces the risk, speeds up the delivery of a value-creating service in the market, and minimizes the costs.
Resource Type: Article
A great selection of Communication Skills resources, each link will open in a new tab.
Description: First impressions are crucial. They can make or break an opportunity. It’s human nature to make a judgement about someone when you first meet them, but did you know that people can formulate an opinion about you in less than 20 seconds!
Resource Type: Article
Description: Show confidence in your body language, Be aware of the way you speak, Put your phone away, Dress to impress, Be on Time
Resource Type: Article
Description: Confidence is the key, Good hygiene is important, Dress to Impress, Smile, Give them a firm handshake, Greet them and learn their names, Be an attentive listener, Be respectful, Pay attention to your posture and body language, Use small talk to your advantage
Resource Type: Article
Description: How to build a customer-focused culture, elevate your customer support experiences, and go the extra mile to make customers happy.3 different ways: BUILDING A CUSTOMER-CENTRIC ORGANIZATION FROM THE GROUND UP, GOOD TO GREAT: BEST PRACTICES FOR STELLAR CUSTOMER SUPPORT, THE EXTRA MILE: CUSTOMER SERVICE THAT SWEEPS USERS UNDER THEIR FEET
Resource Type: Article
Description: Set the Customer's Expectations, Listen First Then Speak, Draft Customer Service Standards, Treat Your Employees as Your First Customer, Create Customer Touchpoints and Follow-Up After the Sale
Resource Type: Article
Description: Effective selling is NOT just a matter of learning a sales spiel, having the gift of the gab or using clichéd or manipulative techniques.Instead it is the process of leading, guiding, educating and directing your buyers more than anyone else might do to help them solve a problem or achieve a desired outcome.
Resource Type: Article
Description: 5 most effective selling techniques: Specificity-Your sales pitch should address specific needs of your customers. Know your stuff. Improvisation. Organization-Organization skills are crucial for improving your selling skills because they increase your motivation and show direct results.ListeningSkills
Resource Type: Article
Description: Active listening means you are genuinely interested in both hearing and understanding what the other person has to say.
Resource Type: Template
Description: Gaining an understanding of the specific types of questions you ask not only helps you achieve better answers and build stronger relationships, but it’ll also help you avoid misleading people, or worse, prevent you from suffering a dreaded communication breakdown.
Resource Type: Article
Description: Different questiopning and litening techniques discussed
Resource Type: Video lecture
Description: Writing is the art of expressing our views, ideas, and thoughts.Good writing skills are essential for success in the workplace. Whether it’s emails, project reports, or sales proposals, content full of typos, grammatical errors, and poorly constructed sentences suggests a similar attitude towards work.
Resource Type: Article
Description: Be clear on the concept, don’t over explain, stick with simple words, eliminate filler words and phrases, read it loud, practics
Resource Type: Article
Description: Communicate your ideas effectively: put your audience first, be concise, be memorable,Avoid clutter to provide visual clarity,Choose quality photography
Resource Type: Article
Description: Be clear and concise, Cultivating and Using Your Leadership Voice,Speak to Your Audience,Remember What It’s Like to Not Know,Read Aloud,Borrow Another Set of Eyes,Practice Your Presentation Skills,Practice Presenting to a Colleague or Colleagues,Be Prepared
Resource Type: Article
Description:
Many students find it challenging to deliver reports, presentations, and speeches. Often people feel they do not have the skills or guts to present their ideas in front of a crowd. This is especially the case when speaking before a group of strangers.
Delivering public speeches is often necessary to move forward in your career and studies. It is one of the ways to impress anyone, from classmates and professors to colleagues and bosses. Public speaking is an important skill to master.
To let you sharpen your public presentation skills, experts have collected valuable tips to help you shine. On this page, you will learn more about the challenges of public speaking, how to address them, and key recommendations for improvement. We have also compiled sample topics to inspire and help you on your public speaking journey.
Resource Type: Article
5/5 (2 ratings)
Description: ffective communication causes productivity to increase, errors to decrease and operations to run smoother.some tips to improve these skills and excel at your workplace.:Read more, listen carefully, prepare yourself, be mondful, think about people's perspectives,develop you skills
Resource Type: Article
Description: VCS can be improved through positive visualisation, keeping the audience in mind, listening actively, being empathetic,using right body language and posture
Resource Type: Article
Description: Intrapersonal communication, Interpersonal communication, public communication and small group communication
Resource Type: Article
Description: Nonverbal communication skills are those related to body language, such as eye contact, gestures, facial expressions and vocal tone. For eg: Body language, Gentures, facial expressions, touch, tone, appearance, space, etc
Resource Type: Article
Description: Presentation skills can be defined as a set of abilities that enable an individual to: interact with the audience; transmit the messages with clarity; engage the audience in the presentation; and interpret and understand the mindsets of the listeners.To improve your presentation skills, you must:Research the Audience before Presenting, Structure your Presentation Effectively and Do a lot of Practice
Resource Type: Article
Description: Any presentation has three phases: preparation, delivery, and follow-up. To improve your presentation skills one must be organized, must think analytically,must improve verbal and non verbal communication, should be good at writing, be comfortable with public speaking
Resource Type: Article
Description: Show your passion and connect with your audience, Focus on your Audience’s Needs,Keep it Simple: Concentrate on your Core Message, Smile and Make Eye Contact with your Audience, Start Strongly, Remember the 10-20-30 Rule for Slideshows, Tell Stories, Use your Voice Effectively,Use your Body Too, Relax, Breathe and Enjoy
Resource Type: Article
Description: PERSUADING involves being able to convince others to take appropriate action.NEGOTIATING involves being able to discuss and reach a mutually satisfactory agreement.INFLUENCING encompasses both of these.
Resource Type: Article
Description: Fisher and Ury (1983) identified four fundamental principles of negotiation:Be hard on the problem and soft on the person, Focus on needs, not positions, Be inventive about win-win options, Make clear agreements
Resource Type: Article
Description: Six laws of Influence by Prof. Robert Cialdini
Resource Type: Article
Description: Etiquette includes a wide range of behaviors, including kindness, consideration, elegance, style, and decorum.
Resource Type: Article
Description: Restaurant etiquette, airport etiquette, email etiquette, etc
Resource Type: Article
Description: Sociability is a personality trait, the ability to be fond of the company of others, people who are sociable are inclined to seek out the opportunity of social contact with others.
Resource Type: Article
Description: Workers who display sociability traits are self-motivated leaders who are an asset to employers and coworkers.Sociability in the workplace helps improve employee interactions because these traits help effectively manage and resolve conflict.Workers who display sociability traits have more opportunities for advancement within an organization.
Resource Type: Article
Description:
Gone are the days when we dated our neighbors and classmates, allowing time to develop comfort and gradually open up to each other. In today’s world of online speed dating, the challenge is to capture each other’s interest right from the first messages to nurture the relationship further.
Erich Fromm delved into the realm of self-marketing in relationships as early as 1956. Considering the changes since then, especially for introverts, it’s understandable that interactions can be draining, and becoming comfortable around certain individuals may take time.
Resource Type: Self-help article
Description: Relationship Management is all about your interpersonal communication skills. It’s all about your ability to get the best out of others … your ability to inspire and influence them, your ability to communicate and build bonds with them, and your ability to help them change, grow, develop, and resolve conflict.
Resource Type: Article
Description: Build a culture of listening, learn to recognize emotion in others, set clear expectations, ask questions, develop shared values, be a leader, use praise
Resource Type: Article
Description: Empathy is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place.
Resource Type: Article
Description: To use empathy effectively, give your co-worker your full attention, looking out for verbal and nonverbal clues to help you fully understand their situation. Set aside your own assumptions, acknowledge your colleague's feelings, allow an emotional connection, then take positive action that will improve their well-being.
Resource Type: Article
Description: Rapport is basically an emotional connection with other people. Building rapport tends to be most important at the start of an acquaintanceship or working relationship.
Resource Type: Article
Description: There are three types of building rapport: Normal Rapport, Impromptu Rapport, Custom Rapport
Resource Type: Article
Description: When you build rapport, it helps you in a myriad of ways with your team: They will be more engaged, helps motivate your team, you will earn their loyalty, they will be more receptive to your feedback, etc
Resource Type: Article
Description: Conflict management involves acquiring skills related to conflict resolution, self-awareness about conflict modes, conflict communication skills, and establishing a structure for management of conflict in your environment.
Resource Type: Article
Description: five different categories of conflict resolution from the Thomas-Kilmann model:avoiding, accommodating, compromising, competing, collaborating
Resource Type: Article
Description: 5 types of communication styles:assertive, aggressive, passive, passive-aggressive, manipulative
Resource Type: Article
Description: “Voice” refers to the ability to engage in meaningful conversation, and to make a difference or impact upon key decisions.
Resource Type: Article
Description: We have to be very conscious of our voices as our voice is a big part of our persona in public speaking and must intentionally develop this crucial instrument
Resource Type: Article
Description: The tone of your voice should change depending on your role: motivator, educator, coach, colleague
Resource Type: Article
Description: English as a Second Language (ESL or TESL) is a traditional term for the use or study of the English language by non-native speakers in an English-speaking environment
Resource Type: Article
Description: English is the global language of business, English is the second most spoken language in the world, English is the language of Government,Over half of the World’s Websites are written in English,Live in an exciting new country as you learn the language.
Resource Type: Article
Description: People generally have unconscious preference for potential over actual success.eople are much more impressed, whether they realize it or not, by your potential than by your track record. It would be wise to start focusing your pitch on your future, as an individual or as a company, rather than on your past — even if that past is very impressive indeed. It’s what you could be that makes people sit up and take notice — learn to use the power of potential to your advantage.
Resource Type: Article
Description: Identify your niche, Seek recognition for your expertise, Share your wisdom, Build a community, Be of service to others, Be social savvy, Remember who you are-is a message to the World
Resource Type: Article
Description: We are at our best when we creating connections. It significantly expands the impact of our leadership. Because organizations are networks. The effectiveness of the network is directly related to the degree to which the right connection is made in the right place at the right time.
Resource Type: Article
Description: Figure out who matters most, Pick your next tier, Find easy ways to engage everyone else, If you want to connect with someone, find a way to help that person, Be intriguing, Think people-not positions, Give before you ask, Be generous
Resource Type: Article
A great selection of Advertising & Marketing resources, each link will open in a new tab.
Description: Market planning is the process of organizing and defining the marketing aims of a company and gathering strategies and tactics to achieve them. Top Market Planning Concepts are: Market Segmentation and Target Markets, Budget, Marketing Mix and Customer Relationship Management (CRM)
Resource Type: Article
Description: The strategies are defined by whether the focus is on new or existing products and new or existing markets:1. Market Penetration Strategy2. Market Development Strategy3. Product Development Strategy4. Diversification Strategy
Resource Type: Article
Description: Product, Proce, Promotion, Place and People
Resource Type: Article
Description: Market research is defined as the process of evaluating the feasibility of a new product or service, through research conducted directly with potential consumers.
Resource Type: Article
Description: Some of the overarching goals that market research can help organizations accomplish, include: making important business decisions, securing investments and funding, determining new business opportunities, and even avoiding business failures
Resource Type: Article
Description:
As the number of people shopping online continues to grow exponentially,
eCommerce is changing and expanding rapidly. We've compiled a list of the most critical facts and figures so you can get a sense of the huge trends that are set to impact the industry in 2022 and beyond. Whether you're an experienced eCommerce brand or just getting started, you can use this data to fine-tune your marketing strategies and stay one step ahead of your competition.
Resource Type: Article - time-bound
Description: A competitive analysis is a strategy where you identify major competitors and research their products, sales, and marketing strategies. By doing this, you can create solid business strategies that improve upon your competitor's.
Resource Type: Article
Description: SWOT Analysis, Porter's five forces, Strategic Group Analysis, Growth Share Matrix, Perpetual Mapping
Resource Type: Article
Description: Direct marketing is a type of promotion that entails communicating information on a product, service, or company directly to the customers.
Resource Type: Article
Description: Direct Mail, Tele marketing, Email Marketing, Text (SMS) Marketing, Leaflet marketing using letterbox drops and handouts, Social media marketing, Direct selling
Resource Type: Article
Description: Telemarketing is the process of selling products or services over the telephone. Businesses sometimes refer to it as “inside sales” or “tele-sales.”
Resource Type: Article
Description: Don’t Sound Like a Telemarketer, Play the Numbers Game, Planning is Everything, Work out What Floats your Prospect’s Boat, Get Some Training, Wear Some Armour, Handle Objections, Build Momentum, Motivate Yourself to Motivate Others, Ask Good Questions
Resource Type: Video lecture
Description: This video is a non-stop, actionable copywriting crash course.
Resource Type: Video lecture
Description: Copywriting is the art and science of writing copy (words used on web pages, ads, promotional materials, etc.) that sells your product or service and convinces prospective customers to take action.
Resource Type: Article
Description: BarkBox’s Audience Understanding, Brooklinen’s Wordplay, Bellroy’s Corporate Copy, Death Wish Coffee’s Process Description, etc
Resource Type: Article
Description: Ecommerce, or electronic commerce, refers to transactions conducted via the internet. Every time individuals and companies are buying or selling products and services online they’re engaging in ecommerce. The term ecommerce also encompasses other activities including online auctions, internet banking, payment gateways, and online ticketing.
Resource Type: Article
Description: Business to Business, Business to Consumer, Mobile commerce, Facebook Commerce, Customer to Customer, Customer to Business, Business to Administration, Consumer to Administration
Resource Type: Article
A great selection of Finance resources, each link will open in a new tab.
Description: Budgeting is simply balancing your expenses with your income.
Resource Type: Article
Description: Automate essential, recurring living expenses, Automate savings, Establish a debt reduction plan, Commit to a spending plan, Account for irregular expenses
Resource Type: Article
Description: The 50-20-30 (or 50-30-20) budget rule is an intuitive and simple plan to help people reach their financial goals.The rule states that you should spend up to 50% of your after-tax income on needs and obligations that you must-have or must-do.The remaining half should be split up between 20% savings and debt repayment and 30% to everything else that you might want.
Resource Type: Article
Description:
Knowing what’s a good deal and what’s not with personal loans is challenging. Predatory lending takes advantage of this by offering tempting deals that wind up being too good to be true. So it’s essential to know what to look for to avoid becoming a victim.
This guide will provide you with practical tips for avoiding predatory lenders and advice to protect yourself from their various schemes.
Resource Type: Article
Description:
A great blog site, with very useful articles on subject areas like:
- Career advice
- Productivity
- Scholarship results
- Study 101
- Study Abroad
- Writing Tips.
Resource Type: Articles
Description:
To be financially literate is to know how to manage your money. This means learning how to pay your bills, how to borrow and save money responsibly, and how and why to invest and plan for retirement.
Take the initiative to self-educate and grow your financial knowledge, by beginning with the basics of money management and maturing into a smart spender. Putting time into your financial development improves saving and investing decisions. By leveraging resources—like age, talent, money and the ability to establish good habits—you can build a long-lasting nest egg.
Resource Type: Articles
Description: Cash flows refer to the movements of money into and out of a business, typically categorized as cash flows from operations, investing, and financing.
Resource Type: Article
Description: A cash flow statement consists of three sections exploring operating activities, investing activities, financing activities and also features supplemental information in a special section.
Resource Type: Article
Description: Asset management refers to the process of developing, operating, maintaining, and selling assets in a cost-effective manner.
Resource Type: Article
Description: 1) Digital Asset Management (DAM)2) Fixed Asset Management3) IT Asset Management (ITAM)4) Enterprise Asset Management5) Financial Asset Management6) Infrastructure Asset Management
Resource Type: Article
Description: The “Value Added/Level of Service” Principle, The “Life Cycle” Principle, The “Failure” Principle, The “Failure Modes”, The “Probability” Principle, The “Consequence” Principle,
Resource Type: Article
Description: Financial planning and analysis (FP&A) is the budgeting, forecasting and analytical processes that support an organisation's financial health and business strategy.
Resource Type: Article
Description: financial planning and analysis professionals are in charge of:Budgeting, forcasting, rolling forecasts, Reporting and Analysis.There are different types of financial analysis, which include:Actual vs. Budget, Ad Hoc Reactive Analysis, Strategic Analysis and Proactive Analysis.
Resource Type: Article
Description:
This course teaches the essential analytical tools and financial reports used to manage organisations. Upon completion of the course you will be able to:
- understand the central accounting statements, comprising the balance sheet, profit & loss account and cash flow forecast;
- calculate key ratios to analyse financial data and make effective decisions;
- draw up and manage a budget for a team or department; and
- investigate the different types of variances that occur from budgeted spend and show how you would correct them.
Resource Type: Complete course
Description:
website provides comprehensive details on grants for veterans. We have been featured on va.gov, hunker magazine , idaho.gov, wi.gov, NationalDebtRelief , several educational institutions, and government websites. These grants are given away for free, and they could help low income veterans with bills, mortgage, rent, housing, college, and medications . Please note that grants are only given for veterans who can prove financial difficulties. Apply for multiple grants to ensure your needs are met.
We offer information on the following :
(1) grants for rent
(2) housing assistance
(3) help with bills
(4) education grants
(5) medical bills grants
(6) business grants.
Resource Type: Collection of assets
Description: Profitability analysis is a component of enterprise resource planning (ERP) that allows administrators to forecast the profitability of a proposal or optimize the profitability of an existing project.
Resource Type: Article
Description: 1: Do all 3 key analyses to determine profitability:Gross Profit margin, Net profit margin, segment margin. 2: Now do them for the past 3: Benchmark industry profitability ratios 4: Understand customer valuation 5: Don’t assume yoou best customers are your most valuable6: Dont be held back by your tools 7: Free up time for deeper analysis 8: Dont stop at insights
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Description: Profitability analysis help businesses identify growth opportunities; since things aren’t as stable yet as compared to a more established business, profitability analysis can spell the difference between shutting down and keeping afloat.Profitability analysis helps decision-makers see a more concrete picture of the company as a whole, allowing them in turn, to create the right growth strategy.
Resource Type: Article
Description: It helps you keep a record of the financial status of your Business. It largely helps in meeting your tax obligations.
Resource Type: Article
Description: ‘Financial records’ is a broad category containing many types of documents, each with accompanying regulations. Dome of the main categories are: accounting records, tax records,insurance records, wage and personnel records
Resource Type: Article
Description: Accounting is how your business records, organizes, and understands its financial information.Accounting helps you plan for growth.Accounting is essential for securing a loan.You need accounting to get investors or sell your business.Accounting helps you get paid.Accounting keeps you out of jail (or at least saves you from fines).Accounting helps you pay the right amount of taxes (and not a dollar more).
Resource Type: Article
Description: Corporate, Public, Government, Forensic
Resource Type: Article
Description: Five basic principles form the foundation of modern accounting practices: The Revenue Principle,The Expense Principle,The Matching Principle,The Cost Principle,The Objectivity Principle
Resource Type: Article
Description:
Learn how to read financial statements. In this 2-part free course, we use a company's financial statements and annual report to understand the financial strength of a company and help us make informed decisions.
- Navigate successfully through the notes to the financial statements.
- Read and interpret the various items in a published balance sheet.
- Understand complex balance sheet concepts (e.g. deferred taxes, goodwill, investments, etc.)
- Understand the different ways to present an income statement and cash flow statement.
- Read and interpret the various items in a published income statement.
- Identify the operating, financing, and investing activities of a company.
- Determine what is contained in an annual report and where to find it.
Resource Type: Short course
Description: Study of Economics prepares usfor the ever changing world, provides knowledge and skills that employers want, ensuring successful future
Resource Type: Article
Description: Personal finance is the process of planning and managing personal financial activities such as income generation, spending, saving, investing, and protection. the main areas of personal finance are income, spending, saving, investing, and protection.
Resource Type: Article
Description: Detail Your Financial Goals, Flesh out Your Plan, Make and Stick to a Budget, Pay off Debt, Don’t Be Afraid to Ask for Advice
Resource Type: Article
Description: Personal finance explains all the financial decisions and actions accounted by an individual or household that comprise budgeting, insurance, mortgage planning, savings and retirement planning.
Resource Type: Article
Description:
Personal finance is the process of planning and managing your personal financial affairs. It involves all aspects of your financial life, including saving, investing, spending, banking, insurance, mortgages, investments, retirement, tax, and estate planning.
Understanding the concept is essential because it helps you make smart decisions with your money. It gives you a roadmap to financial security and freedom.
Without a solid understanding of personal finance, you may find yourself making poor choices with your money that can have long-term consequences. For example, you may end up carrying too much debt, or not saving enough for retirement.
Ultimately, personal finance helps you prepare for life's unexpected events, such as job loss, illness, or disability.
In this article, True Tamplin, the author, discusses the different aspects of personal finance in detail and provide some tips on how to manage your finances effectively.
Resource Type: Article
5/5 (1 ratings)
Description:
This is a US-specific site that collates information to help its target audience, particularly around personal finance.
Resource Type: Resource directory
Description:
USA specific site targeted at ex-felons in the US who are trying to rebuild their lives.
Resource Type: Resource directory
Description:
Listed here are financial assistance programs that help single mothers with rent, utility bills, child care, education, medication, housing, medical bills, and mortgage, among others. We have listed links to more than 1000 grants that you could apply for today. These are free grants, and no fee need to be paid. We have been featured on MSN, usNews, Parents magazine, Moms.com magazine, Mother.ly, Care.com, Quicken loans, Naked Capitalism, WFAE, several educational institutions, and government websites.
Resource Type: Resource directory
Description: Revenue streams are the various sources from which a business earns money from the sale of goods or the provision of services.
Resource Type: Video lecture
Description: Start a blog, take paid surveys, invest for smart returns, become freelance writer, start home based business, etc
Resource Type: Article
Description: A revenue stream is a source of revenue of a company or organization. Some broad categories of generating Revenue for the business: Asset Sales, Usage Fees, Subscription fees, Renting leasing & lending, licensing to 3rd parties, brokerage fees, advtg fees.
Resource Type: Article
Description: Cost Structure refers to those costs or expenses (fixed as well as variable costs) which a business will incur or will have to incur to produce the desired objective of the business; such costs include the cost of from purchasing the raw material to the cost of packaging the finished products.
Resource Type: Article
Description: Cost Structure comprises of 2 types of costs: fixed and variable. A proper allocations is essential to identify and calculate profits from each product and product line. It helps business to take timely decisions on effective allocation of resources
Resource Type: Article
A great selection of HR Management resources, each link will open in a new tab.
Description: The word compensation comes from the Latin verb compensare, which means to “weigh against”. In this sense, compensation is a counterbalance. Compensation usually takes the form of monetary payment exchanged for time, labor and expertise. Different types of compensation are: salary, hourly wages, sales commission, bonus, incentives, etc
Resource Type: article
Description: Developing a pay structure involves: conducting job analysis, job evaluation, Determining the basis for pay structure that can be either by market pricing/benchmarking or establishing pay grades
Resource Type: online learning course
Description: Career development is the process of exploration and action that shapes a person's career path.It includes assessments of a person's skills, abilities, interests, and personality in order to find a suitable career match.Many factors may influence a person's career development, including finances and family obligations.
Resource Type: article
Description: There are five career development stages through which most of us have gone through or will go through. These stages include- exploration, establishment, and mid-career, late career and decline.
Resource Type: article
Description: The 5-STEP Career Development Model provides a comprehensive framework for assessing skills and establishing learning outcomes that demonstrate knowledge of self, career paths, and academic and career opportunities. The 5 steps are : Assessment, Exploration, Preparation, Implementation & Decision making.
Resource Type: article
Description: Employment law is the area of law that governs the employer-employee relationship.For employees, these laws work to:Prevent discrimination Promote health and safety Establish a minimum required level for economic support Prevent work disruption due to disputes between labor and management
Resource Type: video lecture
Description: Civil rights laws, Family and medical leave laws, Workers’ compensation laws, Labor relations laws, Workplace safety laws, Compensation and child labor laws, Immigrant employment laws
Resource Type: article
Description: Staffing refers to the continuous process of finding, selecting evaluating and developing a working relationship with current or future employees.
Resource Type: article
Description: 7 Step Involved in the Process of Staffing: Manpower Planning, Employment of Personnel, Placement, Induction, Training and a Few Others
Resource Type: article
Description: Strategic Direction, Supply Analysis, Demand Analysis, Gap Analysis, Solutions implementation, Monitoring progress
Resource Type: article
Description: Workforce planning is a process in which organizations align their needs with the needs of its workforce. It is the process of having the right people who have the right skills at the right time in the organization.5 Proven Steps for Strategic Workforce Planning:Having Strategic Intent, Determining Strategic Positions, Identifying Strategic Players, Implementing an action plan, Report, Monitor, and Adjust
Resource Type: Article
Description: Workforce planning tools are instruments that help analyze current capabilities and future needs for the employee population.These tools are data-driven instruments that help identify the gap between current capabilities of the workforce and its future needs. The five strategic workforce planning tools are: Strategic Workforce planning map, 9-box grid, HR Dashboarding, comp&ben analysis, Scenario planning
Resource Type: article
Description: Prepping for your ideal candidate, sourcing & attracting talent, converting applicants, selecting and screening candidates, The interview process, Reference check, Onboarding
Resource Type: article
Description: Ethical discrimination may result in the breeding of ill feelings at work, as well as reduced productivity. To eliminate these ramifications, small-business owners need to put forth increased effort in curbing ethical discrimination in the employment sector.
Resource Type: article
Description: Discrimination can happen at different points in the employment relationship: when recruiting and selecting staff, in the terms, conditions and benefits offered as part of employment, who is considered or selected for training and the sort of training offered, who is considered or selected for transfer or promotion, who is considered and selected for retrenchment or dismissal.
Resource Type: article
Description: Unethical Leadership, Toxic Workplace Culture, Discrimination and Harassment , Unrealistic and Conflicting Goals, Questionable Use of Company Technology
Resource Type: article
Description:
Most business owners focus on one thing to measure success: profitability. However, those who focus on the triple bottom line – which considers people and the planet alongside profitability – show even greater gains.
Building an inclusive business is all about considering the people component of this equation. Ensuring that you create a team and workplace where diversity is celebrated and everyone feels welcome has major benefits.
Focusing on inclusivity broadens perspectives and opens us up to richer life experiences. Being surrounded by people who are different to us makes us more receptive to and tolerant of new ideas. This is something we all need if we want to create a kinder world.
Resource Type: Article
Description: The primary categories of disability include loss of locomotor skills, vision, hearing speech and mental faculties.Many differently abled people have sharp intellectual abilities and can be productive employees if they are placed in appropriate jobs with some support from the organization.Organizations must create a sound policy and strategy to absorb people with disabilities that can be accommodated in the context of the organization's business.
Resource Type: article
Description: The information is intended to provide context on the barriers people with disabilities face in seeking and maintaining jobs, together with resources to help people with disabilities overcome obstacles to accomplish goals, participate in their own success and be able to be heard and contribute to society.
Resource Type: article
Description: This section gives information about role of national institutes, international bodies, NGOs and community in Disability sector
Resource Type: Online learning course
Description: A job description defines the role responsibilities, attracts top talent, promotes company values and culture, assists in interview question preparation, provides information on salary expectations, presents progression path and development opportunities, aids in employee evaluaton
Resource Type: Article
Description: Hiring great talent starts with attracting great talent. This article gives tips on how to create effective, engaging and inclusive job descriptions targeted to the best candidates for the job.
Resource Type: article
Description: Competence is the set of demonstrable characteristics and skills that enable, and improve the efficiency or performance of a job.
Resource Type: article
Description: 12 Leadership Competencies are: Supervising others, conflict resolutions, Emotional Intelligence, communication skills, interviewing skills, managing performance, team building, delegation, change agent, coaching, problem solving, motivating others.
Resource Type: article
Description: Environment matters, Interviewing is a two way thing, Know the ABCs of candidate CVs, Explain how the interview will run, Interviews go quickly hence choose your questions wisely, have somebody else to take notes for yourself, Analyse your candidate's body language
Resource Type: article
Description: An effective interview is one that optimizes the perceived communication objectives of the individuals involved, with time as the principal constraint. There should be proper planning & preparation, should help build a good rapport, conversation should be well guided and lead to developing information, etc
Resource Type: article
Description: One of four methods might be used to interview you:Live interviews (one-on-one and a panel type), Phone interviews (one-on-one and a panel type), Video or Skype interviews, Taped interviews
Resource Type: Online learning course
Description: Employee retention refers to the ability of an organization to retain its employees.
Resource Type: article
Description: A retention strategy is a plan that organizations create and use to reduce employee turnover, prevent attrition, increase retention, and foster employee engagement.
Resource Type: article
Description: Onboarding and orientation, Mentorship programs, Employee compensation, Perks, Wellness offerings, Wellness offerings, Communication, Continuous feedback on performance, Training and development, Recognition and rewards systems, Work-life balance, Flexible work arrangements, Effective change management, An emphasis on teamwork, Acknowledgement of milestones, big and small
Resource Type:
Description:
One of the cornerstones to running a successful business is employee retention.
It ensures that your product or service is consistent and of high quality because the same excellent employees are always doing their best work.
It makes the office feel more like a family rather than a rotating door. When your team can form a bond at work, they will be happier, more productive, and remain at their jobs for longer.
Thus it is important to know how to improve employee retention in your company. It is also essential for us to know how to maintain employee retention, even when the retention rate is high.
Resource Type: HR advice on retention strategies
Description: Employee termination means the end of employment of a worker with a company. Types are: Voluntary, Involuntary, Mutual, Employment at will
Resource Type: article
Description: Volutanry termination can occur due to various reasons: employee doesn’t get along with the boss, or doesn’t love the work he is doing. Involuntary termination, such as a layoff, can occur because an employer lacks the financial resources to continue an employment relationship.
Resource Type: article
Description: Problem-solving is considered a soft skill (a personal strength) rather than a hard skill that's learned through education or training.Problem-solving skills require quickly identifying the underlying issue and implementing a solution.
Resource Type: article
Description: Define the problem, Gather information, Generate possible solutions, Evaluate ideas and then choose one, Evaluate whether the solution worked
Resource Type: article
Description: There's more than one way to solve a problem. In this lesson, we'll review the five most common methods: trial and error, difference reduction, means-ends analysis, working backwards, and analogies.
Resource Type: article
Description: Critical thinking is not just being critical in the typical, negative sense of the word; there are many definitions but according to Beyer (1995), critical thinking means ‘making clear, reasoned judgments’.
Resource Type: article
Description: Critical Thinking can be broken down into 8 different categories to include: Reflection, Analysis, Acquisition of Information, Creativity, Structuring arguments, Decision making, Commitments, Debate
Resource Type: article
Description: Identify the situation or problem, Research facts and figures, Identify biases, Infer and draw conclusions, Determine relevance, be curious to ask open minded questions wherever required
Resource Type: article
Description: Decision-making involves the selection of a course of action from among two or more possible alternatives in order to arrive at a solution for a given problem
Resource Type: article
Description: 7 decision-making process steps: Identify the Decision, Gather relevant information, Identify the alternatives, Weigh the evidence, choose among alternatives, Take action, review your decision
Resource Type: article
Description: Facilitators are experts at leading groups through key meetings and gatherings. A good facilitator posses the following skills: Advanced preparation, clear communication, active listening, unbiased objectivity, etc
Resource Type: article
Description: Few ways you can accelerate your learning in the realm of facilitation: Co-facilitate with experienced facilitators, Learn new tools and techniques, Get trained (and potentially certified)
Resource Type: article
Description: Troubleshooting is a systematic approach to problem solving that is often used to find and correct issues with complex machines, electronics, computers and software systems.
Resource Type: article
Description: Most of the time, problems can be fixed using simple troubleshooting techniques, like closing and reopening the program. It’s important to try these simple solutions before resorting to more extreme measures. If the problem still isn’t fixed, you can try other troubleshooting techniques.
Resource Type: article
Description: Conflict management goes a long way in strengthening the bond among the employees and half of the problems automatically disappear. Conflict management helps to find a middle way, an alternative to any problem and successful implementation of the idea.Conflict Management is very important because it is always wise to prevent a fight at the first place rather than facing its negative consequencies.Conflict management also plays an important role in our personal lives.
Resource Type: article
Description: Kenneth Thomas and Ralph Kilmann developed five conflict resolution strategies that people use to handle conflict, including avoiding, defeating, compromising, accommodating, and collaborating.
Resource Type: article
Description: In particular, three types of conflict are common in organizations: task conflict, relationship conflict, and value conflict.
Resource Type: article
Description: Brainstorming is a method of generating ideas and sharing knowledge to solve a particular commercial or technical problem, in which participants are encouraged to think without interruption. Brainstorming is a group activity where each participant shares their ideas as soon as they come to mind. At the conclusion of the session, ideas are categorised and ranked for follow-on action.
Resource Type: article
Description: Defer Judgement, Encourage Wild ideas, Build on the ideas of others, stay focussed on the topic, One conversation at a time, Be visual, go for quantity
Resource Type: article
Description: Seven easy brainstorming techniques that encourage collaboration while eliminating judgment.
Resource Type: article
Description: SWOT stands for Strengths, Weaknesses, Opportunities, and Threats, and so a SWOT Analysis is a technique for assessing these four aspects of your business.
Resource Type: article
Description: Gather the right people, throw your ideas at the wall, Rank the ideas
Resource Type: article
A great selection of Technical Skills resources, each link will open in a new tab.
Description: Sometimes called Winword, MS Word, or Word, Microsoft Word is a word processor published by Microsoft. It is one of the office productivity applications included in the Microsoft Office suite. Originally developed by Charles Simonyi and Richard Brodie, it was first released in 1983.
Resource Type: Article
Description: 10 very helpful and under-utilized features in Microsoft Word.
Resource Type: Article
Description: Step-by-step tutorial to learn the top 15 best Microsoft Word tips and tricks.
Resource Type: video lecture
Description: Microsoft Excel is a spreadsheet program used to record and analyze numerical and statistical data. Microsoft Excel provides multiple features to perform various operations like calculations, pivot tables, graph tools, macro programming, etc. It is compatible with multiple OS like Windows, macOS, Android and iOS.
Resource Type: Article
Description: You can add Header and Footer, use Find and Replace Command, can use Password Protection, perform Data Filtering, etc
Resource Type: Article
Description: 5 important Excel functions: SUM, TEXT, VLOOKUP, AVERAGE, CONCATENATE
Resource Type: Article
Description: Excel offers at least three ways to set up data so your reports and analyses can use it easily as a reliable data source.:Simple (or “Gray Cell”) Tables, Excel Tables, PivotTables
Resource Type: Article
Description: Powerpoint is used in education, in business, for housewives, in governance and citizen services, for job seekers
Resource Type: Article
Description: Developed by Microsoft, PowerPoint is a commercial Presentation application which is a part of the Microsoft Office suite. To convey visual information to groups or individuals, various religious, corporate and educational organizations uses PowerPoint as an effective tool.
Resource Type: Article
Description: Adding SmartArt, Inserting Shapes, Inserting an image, Slide Transitions, Adding Animations
Resource Type: Article
Description: Microsoft Teams is a collaboration app that helps your team stay organized and have conversations—all in one place. Whether it’s chat, calls, or video, anyone can engage at any time, bringing everyone closer. You can hold on-the-spot meetings, have conversations, and share files.
Resource Type: Article
Description: Its easy to use, People can Meet, Chat, Call, and Collaborate In Just One Place, New Features are Being Added Every DayYou Can Maximize your Microsoft Investment
Resource Type: Article
Description: A database is a tool for collecting and organizing information. Databases can store information about people, products, orders, or anything else.As the list grows bigger, redundancies and inconsistencies begin to appear in the data. Once these problems start to appear, it's a good idea to transfer the data to a database created by a database management system (DBMS), such as Access.
Resource Type: Article
Description: The database schema, Schema objects, Indexes, Tables, Fields and columns, Records and rows, Keys, Relationships, Data types
Resource Type: Article
Description: icrosoft OneNote is a note-taking program for free-form information gathering and multi-user collaboration. It gathers users' notes, drawings, screen clippings, and audio commentaries
Resource Type: Article
Description: Evernote is an app designed for note taking, organizing, task management, and archiving.The app allows users to create notes, which can be text, drawings, photographs, audio, or saved web content. Notes are stored in notebooks and can be tagged, annotated, edited, searched, given attachments, and exported.
Resource Type: Article
Description: Evernote is one of the most well-known online note-taking applications, alongside Google Keep and Microsoft's OneNote service.In addition to text notes, you can store images in Evernote with text included in the note.By default, all Evernote content stays online; you never have to sync local copies between devices. It has multi-platform support. Can tag and organize notes as per ones requirement.
Resource Type: Article
Description:
Many college classes involve lectures from professors and discussions among classmates. Taking notes during these lectures and discussions is an important part of the learning process.
Research has shown that note-taking improves students’ learning. Here are a few of the ways note-taking enhances your learning:
Listen more carefully during lectures
Helps you remember important concepts emphasized in class
Provides insight into information that will be on tests and exams
Allows you to organize concepts in your own terms, making it easier for you to understand them
Lets you identify questions or gaps in your knowledge for further explanation
Gives you material to reference when studying
Helps you feel more organized, prepared, and confident
Resource Type: Article
Description: This article offers a very simple way of delving into editing if you’re a novice. These are basic principles that will set you in good stead for more fancy editing in the future!
Resource Type: Article
Description: Key steps for editing your photos:Crop and Clean Up Your Images, Adjust the White Balance, Adjust Exposure and Contrast, Adjust Color Vibrancy and Saturation, Adjust Sharpness, Finalize and Share Your Photos
Resource Type: Article
Description: Graphic design is a sought-after skill that can help produce high-end designs to promote brands at a national and international scale.This article will take a look at the basic graphic design principles that can help you create a design in a stylistic and customised manner.
Resource Type: Article
Description: Some very basic elements, including line, shape, form, texture, and balance. They might not seem like much on their own, but together, they're part of almost everything we see and create.
Resource Type: Article
Description: HTML (Hypertext Markup Language) is the code that is used to structure a web page and its content.HTML consists of a series of elements, which you use to enclose, or wrap, different parts of the content to make it appear a certain way, or act a certain way.
Resource Type: Article
Description: Our step-by-step guide teaches you the basics of HTML and how to build your first website. That means how to layout an HTML page, how to add text and images, how to add headings and text formatting, and how to use tables.
Resource Type: Article
Description:
Reviews o f web tools for building online presence and developing a business
Resource Type: Website
Description:
This beginner’s guide will help you make your own website in an easy step-by-step format.
It won’t take long, and if you do it this way, you’ll actually be able to save some money in the long run
Resource Type: "How to" guide