Path C - Administrative & Support Staff

Path C - Administrative & Support Staff

Ministry of Health & Wellness

Path C - Administrative & Support Staff

Leads to certification

This path has 48 hours of training over 74 courses.  It contains the following skills:

1. Records management

2. Customer Service

3. Use of Technology

4. Initiative & Integrity 

5. Teamwork & Co-operation 

1-2 Hours
Curriculum Certificate
1-2 Hours

Curriculum Courses Learning Path - 59 Courses

Problem Solving 101


Problem solving 101 walks you through proven methodologies to improve your problem solving skills.

Start Learning

Building Strategic Alliances


Building Strategic Alliances explains how two or more businesses can achieve strategic goals that they might not necessarily achieve independently. The businesses remain separate entities but share the benefits and control over the alliance until the arrangement ceases. Strategic alliances can be struck between businesses in different regions of the world and they are especially important in times of uncertainty. Challenging times pose singular opportunities for businesses and organizations to think and position themselves differently in their markets. Unlike mergers or acquisitions, control is kept by each entity, making an alliance easier and faster to execute, something essential since the 2020 pandemic. In Building Strategic Alliances you will find out more about how to do this successfully, and hear Peter Quarry, interviewing Glenyce Johnson, former Managing Director of Peregrine Adventures. They explore the nature and benefits of a strategic alliance and how to find a suitable partner for a strategic alliance.

Start Learning

Decision Making 101


Decision Making 101 covers proven techniques to make good decisions in the face of uncertainty.

Start Learning

Stress at Work (UK)


What is Stress? Increase your awareness of stress at work, explore the real meaning of stress and its direct impact on you. Explore the root causes of stress at work and how you can combat stress effectively. This eLearning material is essential for all workers irrespective of industry or type of job. (UK Version)

Start Learning

Work Process Basics: Producing Quality Work


This course introduces you to the basics of work processes, a fundamental part of creating a quality product that meets customer expectations. You’ll learn how to identify and define requirements before moving on to explore process flow and scope. You’ll review all of the different inputs that impact the work process, and you’ll learn how to utilize effective communication and active listening in order to clearly understand customer expectations. By understanding the requirements and stages of a work process, you’ll be in a better position to achieve measurable success. This course includes audio, clickable links with additional links and resources, and learning activities to ensure your understanding of work processes. You’ll receive a Certificate of Completion upon completing a final test at the end of the module. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Project Management: The Basics


This Project Management Series: The Basics course provides an introduction to project management and takes a look at roles, responsibilities and key terminology to get you started. In this module we review the definition of a project and learn what makes it unique in an ongoing operation. You will come away with a clear understanding of the various processes involved in project management and how each contributes to a successful outcome. The project manager role is explained with an overview of responsibilities and skills needed, along with common challenges faced by project managers. The course includes narrated video and a self-assessment quiz to help clarify course concepts. A Certificate of Completion is available upon finishing a final test with a score of 80% or higher. Continue your learning by taking additional courses in the Project Management training series.

Start Learning

Difficult Conversations


Inevitably, difficult conversations between managers and employees will occur. This course teaches those in leadership roles how to handle difficult workplace situations effectively. While delivering bad news is never fun, the right approach can make it go more smoothly. This Difficult Conversations course includes 4 types of content that fall into the categories of Look, Think, Practice and Remember. These sections include videos, questions and a summary of key points. In this lesson we will review steps to prepare for and conduct a bad news meeting as well as ways to deal with reactions ranging from tears to aggression. You'll learn tips to help limit the damage that may result from the meeting and keep things in perspective. Pass the practice questions throughout to demonstrate your knowledge of course material.

Start Learning

How to Avoid and Manage Conflict (Global)


Workplace conflict is a common occurrence and happens everywhere. In the right environment, healthy conflict can lead to innovation and better decisions. As a manager, you need to know how to manage unhealthy conflict between employees because it can create a stressful and unproductive work environment. This course will explore how to avoid unhealthy conflict and how to deal with it should it erupt.

Start Learning

What to Say When - Mentoring Series: Generations Clash


Different working styles can cause friction in the workplace, especially when it comes to generational differences. This course provides strategies to help you successfully overcome those challenges. With social media and technological change, the workplace is a different environment from what it was in the past, and this can lead to differing attitudes about work styles among younger and more established workers. This course provides you with the strategies to find a balance and to get your team to work together toward organizational goals. One of the key points this course addresses is getting buy-in from all members. You will gain the necessary skills to listen, empathize, and bring the group together so that everyone is focused on outcomes and not the process individuals use to get there. Once you pass the course quiz with a score of 80 percent or higher you'll receive a certificate of completion demonstrating your skills.

Start Learning

How to build your confidence -- and spark it in others | Brittany Packnett


Confidence is the necessary spark before everything that follows, says educator and activist Brittany Packnett. In an inspiring talk, she shares three ways to crack the code of confidence -- and her dream for a world where revolutionary confidence helps turn our most ambitious dreams into reality.

Start Learning

Successful Meetings


We’ve all been in meetings that didn’t need to happen. We’ve all been in meetings whose entire purpose was to determine when the next meeting would be. And maybe you love wasting time like that. But we prefer wasting time on fun things. Which is why we’ve designed Successful Meetings to help you organize and execute your next meeting as flawlessly as possible. Determining who needs to attend, building a robust agenda, making sure nobody hijacks your meeting with overly elaborate stories or incessant questions – this series has it all, and then some! Designed to address both in-person and virtual meeting settings, Successful Meetings will ensure that you always stay on time and on point. And because we know you’ve had your share of boring meetings, we built this training to be as entertaining as possible. You’ll laugh so hard you might accidentally interrupt the meeting happening next door, that’s how fun this stuff is. So get ready to enjoy Successful Meetings, another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way.

Start Learning

Preventing Workplace Violence (Employee)


Unfortunately, violence has become a pressing safety and health issue in the workplace. Homicide is the second-leading cause of fatal occupational injury in the United States. This course uses OSHA guidelines and recommendations to reduce employee exposures to this hazard. This training provides the employee with information on how to recognize workplace security hazards and risk factors, how to prevent workplace assaults, and what to do when an assault occurs, including emergency action and post-emergency procedures.

Start Learning

Communicating as a Team


This course offers a thorough, in-depth presentation on the importance of team communication, as well as practical tips for enhancing communication skills, listening skills and using non-verbal communication. In this course, you'll discover the 8 elements of successful teams, including topics such as how the team will function, stages of planning out the end result of the project, planning effective meetings and the importance of managing in-team conflict. Clearly narrated, this video course is designed to help you get the most out of your workplace team. The course contains quizzes to test your knowledge, as well as printable screens for reference. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Participating in a High-Performance Team


For team members, there are few professional experiences as exciting and rewarding as being on a highly successful team. However, before you can reap the benefits that can come from being on a successful team, you must learn how to be a truly productive team member. Being on a real team may involve some changes in the way you work. This course explores the unique skills and techniques necessary to be a highly successful part of any team.

Start Learning

Acting Effectively on a Team


This course provides effective tools that employees can use to become valued and high-performing contributors in a team working environment. First, you'll discover the different stages and roles within a team, and gain tips on how to define your own role to gain clarity on your tasks and mission. Learn effective communication and conflict resolution techniques that will help your team work cohesively, and discover how to show your commitment to the group. Since communication is key, you will be asked to complete a self-assessment to determine your main communication style and set goals for improvement. This course includes illuminating case studies, links to additional information, bookmarking and printable worksheets. Take the final exam at the end to earn a Certificate of Completion. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Team Working Excellence (Global)


Every single job involves working in a team in some form or another. It’s no surprise then that being able to work in a team is one of the most common skills employers look for. This course will help you to build your ability to work in a team. Specifically, it’ll cover things like the four key skills needed to improve your team working performance, the characteristics that make some people better teammates than others, and how you can be one of the better ones.

Start Learning

Office Ergonomics (Global)


If you have ever sat at a computer for hours a time, you may have experienced pain from sitting too long, numb limbs from poor circulation, and eye strain. This course will help you identify ways to make your workspace more ergonomically correct so that you can avoid this discomfort and pain. You will learn what the principle of ergonomics is, how to prepare yourself and your work area, and what adjustments you can make to your setup no matter where you work. This course is ideal for anyone who works at a computer for any length of time.

Start Learning

10 ways to have a better conversation | Celeste Headlee


When your job hinges on how well you talk to people, you learn a lot about how to have conversations -- and that most of us don't converse very well. Celeste Headlee has worked as a radio host for decades, and she knows the ingredients of a great conversation: Honesty, brevity, clarity and a healthy amount of listening. In this insightful talk, she shares 10 useful rules for having better conversations. "Go out, talk to people, listen to people," she says. "And, most importantly, be prepared to be amazed."

Start Learning

Dressing for Success


You might have all the skill and ability in the world. You might, in fact, be the most awesome person to ever live. But if you dress like you don’t care about your job – or like you slept in your car last night – then you could be unnecessarily sabotaging yourself and your career. That’s why we created Dressing For Success, a short training series designed to help you dress correctly no matter what kind of job you have. This series was a lot of fun to make, since it allowed us to showcase a handful of seriously terrible fashion decisions – and if you’re at all familiar with The Jeff Havens Company training materials, then you’ll know we like everything to be as fun as it is useful. They say you’re supposed to dress for the job you want. But since most of us want a job that would let us hang out by a pool all day, there’s probably a little more to it than that. Dressing For Success covers an important and often-overlooked element of professional success – and it does so without feeling like a lecture. This series isn’t designed to tell you specifically what to wear, but rather how to choose what you wear and why it matters. And you’ll probably laugh a lot, unless you are somehow incapable of joy. So get ready to enjoy Dressing For Success from The Jeff Havens Company, where we offer serious solutions in a seriously funny way. Note: This course includes the modules, also available as individual courses: What Your Clothes Say About You Fashion No-No’s For Any Industry You’re Dressing Right, Now Start Dressing Well

Start Learning

Individual Priority Management


If you're constantly juggling a long to-do list, you'll benefit from this course that teaches you to rank priorities so you can focus on the most important tasks. We review effective goal setting and priority identification, delving into some practical techniques to help you rank yours. You'll learn how to adjust your goals in response to obstacles and why time management and priority evaluation are so vital to productivity and overall success. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Exercises, sample forms and examples help to clarify key points, and there are 2 quizzes to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Goals and Challenges


Are you struggling to follow through with your goals? This course offers useful techniques to help you create and commit to goals and make your plans into realities. We outline the importance of committing your goals to paper and setting timelines for completion. You'll learn useful methods for resisting procrastination and how you can continue to challenge yourself when your goals seem too easy to achieve. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Templates, examples and exercises help to clarify key points, and there are 2 quizzes to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Goal Personalization


This course explains how you can take ownership of externally-imposed goals, offering valuable tips on how to pursue them more effectively. You will learn how to set goals that are clear and attainable, how you can take ownership of a goal that has been set for you by a supervisor, teacher or family member. You'll also discover some techniques you can use to stay positive, fight off self-sabotage from your subconscious, and turn day-to-day drudgery into a game. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Practical exercises help to clarify key points, and there are 2 quizzes available to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Anger Management


Anger is unavoidable, but the way it is expressed can be controlled. This course explains how to handle your emotions in a healthy, workplace-appropriate manner. We outline the concept of anger and why it is important, describe some responses to anger and when they can become problematic. The course addresses the relationship between anger and insecurity and offers techniques to help relieve anger and channel it in a more positive direction. The uses a mix of interactive text and audio narration to present information in a clear and engaging way. The course features an unmarked quiz to test your knowledge, and a Certificate of Completion will be awarded to students who pass the final test. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Productivity Enhancement


Productivity is one of the key contributors to professional success. This course offers tips to help you boost your performance at work and in your personal life. We explain how to decide which tasks are the most valuable, helping you to focus your energy. You'll learn how to begin achieving your goals by using techniques like daily planning. The course delves into 6 major time wasters, providing examples of how to combat them. It also offers useful tips on how to delegate, network, manage stress, and make more productive decisions. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Exercises and examples help to clarify key points, and there are 2 quizzes to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Goal Setting


Are you having trouble setting goals that are actually achievable? This course explains how to set attainable goals that will also help you push your limits. You'll learn why goals are so important, and how to distinguish them from mostly useless gestures like wishes and New Year’s resolutions. You'll discover 3 fundamental rules for effective goal setting and a few myths worth knowing. We discuss how to encourage yourself to follow through on your plans and adjust your goals as conditions change. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Examples, exercises and interesting facts help to clarify key points, and there are 2 quizzes available to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Individual Listening Skills


There is a big difference between listening and simply hearing. In this course, you will learn how to listen effectively, using more than your ears. We explain how to determine your current level of listening skill, and describe some factors that prevent people from listening effectively. You'll learn the benefits of better listening, the 4 different levels of listening, and how to improve your abilities. The training course uses a mix of interactive text and audio narration to present information in an engaging way. Exercises, case studies and examples help to clarify key points, and there are 2 quizzes to test your knowledge. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Valuing Diversity


In order to realize the greatest competitive advantage and retain the most qualified employees, companies must make an effort to ensure that a diverse population of employees is fully represented and that a culture of inclusion and respect is promoted and maintained. This course explores the realities of working in a diverse environment and discusses strategies to help you recognize, accept, and value individual differences in your workplace. Upon the completion of this course, learners will understand the concept of diversity and will know how to recognize diversity issues that can lead to legal liability under anti-discrimination and harassment laws.

Start Learning

Developing Your Career Path


Your current resume may be functional, but if it's not properly optimized to clearly communicate your unique value proposition, you may be missing out on opportunities to further your career. This course teaches the purpose of building a great resume, and clear, step-by-step processes for creating resumes and cover letters to be proud of. It discusses the 2 main types of resumes, including their strengths and weaknesses, and identifies elements common to all resume formats. The course then goes deeper by showing you how to create effective accomplishment statements, as well as providing tips on how to apply for jobs traditionally, on the web and through email. With several examples of stellar resumes as well as helpful dos and don'ts, this course effectively prepares you for the modern job search. The course features links to additional reading and quizzes to test your understanding of key concepts.

Start Learning

Health and Safety 101


This interactive self study e-learning course provides an introduction to the subject of health and safety. Using a range of realistic examples, scenarios and challenges, it offers best practice advice and guidance. Health and Safety 101 is for anyone looking for a clear, easy to understand overview of this important topic. It is designed to keep you safe while at work and travelling.

Start Learning

How to Avoid Burnout | Cara de Lange


About The Course Are you feeling overwhelmed? Having trouble balancing the stresses of life? Do you want to have more joy and balance in your life? Then this course is for you. The World Health Organisation predicts that 1 in 5 adults will suffer burnout at one point in their life. But, equipped with the right tools, Cara will show you how you can avoid it. This course, How To Avoid Burnout, is for anyone who is seeking strategies to help soothe and self regulate their stress levels, become more resilient, set boundaries and look after your mind, body and soul. Drawing from her own experience, Cara will share everything you need to know about burnout and provide you with a strategic toolkit for how to prevent and avoid it, with the goal of living a more peaceful balanced life. You will learn how to slow down, manage overwhelm, regulate your stress levels and positively reframe your outlook to become more resilient. You'll also look at how to turn down your 'inner critic', how to work with 'greater purpose and meaning', and harness the 'power of gratitude and joy' by practising intentional kindness. Who is Cara de Lange? Cara de Lange is a wellbeing consultant, an international burnout expert, speaker and founder and author of Softer Success, empowering some of the world’s leading organisations and their employees to proactively prevent burnout. Cara’s powerful programme Prevent Burnout, Find Balance enables individual clients and corporate teams to create a more harmonious, peaceful and productive life. Cara is a sought-after keynote speaker on the subject of burnout and has been invited to speak at organisations such as Google, Box and European Women in Tech. Her book Softer Success: Prevent Burnout, Find Balance and Re-Define Your Success, was published in 2019.

Start Learning

Appreciate Feedback


Appreciate Feedback is part of the Success at Work Series. 10 fresh videos to demonstrate essential employability skills Millennials can use to achieve success at your organization and wherever their future endeavors may take them. Two new interns arrive at Cutting Edge but not everything goes smoothly. Tatiana speaks five languages but must change her negative thinking. Dion is the overconfident smart-talking nephew of the boss. Participants will watch as these former students learn from their mistakes while gaining an edge to succeed along the way. Lessons are engineered for viewers to see a clear picture of success and to maximize effectiveness in communication, prioritization, and organization.

Start Learning

Delivering Feedback: Delivering Negative Feedback


There are times when our teams underperform, and it is our job as managers to inform the offending team members that they’re not performing at the desired level. The Skillshub "Delivering Negative Feedback" course showcases the BEER model which stands for behaviour, effect, emotion and request. Once the course is complete you can follow the BEER structure to deliver negative feedback in an appropriate manner.

Start Learning

Feedback Between Colleagues


Feedback is an essential tool for managing the cooperation in teams. Feedback is a give and take, both can and must be learned. The importance of feedback for personality development was also recognized in the 1970s by the two social psychologists Joseph Luft and Harry Ingram. They developed the so-called "Johari-window". It shows that self-perception and external perception differ. It also shows that through feedback the "blind spot" can be reduced and the scope for action increased. Positive feedback usually leads to the stabilization and development of the addressed behavior. It clears the way for team-promoting behavioral changes.

Start Learning

Ask Your Boss for Feedback


Enhance the quality and timeliness of the feedback you receive from your superiors by applying the proactive steps outlined in this training course for professionals. You'll discover the simple measures you can take to secure telling insights about your job performance. You'll gain tips on how to solicit and prepare for a feedback conversation to make the most of this valuable opportunity. You will also learn how to process the feedback you receive so you can take action accordingly. This course comes complete with engaging visuals and accessible instruction.

Start Learning

Personal Development: Seven Habits of Highly Effective People


Steven Covey’s seven habits help us to analyse our own character, motives and paradigms, so what does this mean? The Skillshub "Seven Habits Of Highly Effective People" course looks at how being proactive, thinking win-win and synergise are just a few steps that highly effective people follow. Once the course is complete you can develop the seven habits to have a good affect at work, in your social life and personally.

Start Learning

Increase Your Personal Performance


Be proactive about your professional development. This course is designed to help you improve your job performance by focusing on the skills you need to build for career advancement. To start, we will outline a series of targeted questions you can ask yourself to determine the best skills to develop. Next, you’ll learn how to solicit the support of someone who can teach and coach you effectively. Finally, you’ll discover a simple skill-building process you can implement to begin honing the skills and capabilities key to your career success.

Start Learning

Communicating Proactively


In the workplace, interpersonal communications are used for many things, including problem-solving and creating solutions. This course presents 3 in-depth steps you can use to communicate proactively and promote solutions. We provide full explanations on the 3 proactive communication models, along with valuable information and examples of each. You'll discover why these models are needed, along with problem-solving guidelines and ways to successfully close the conversation. This course is designed to provide useful information and tips, including the pros and cons of the proactive communication models. The course comes complete with a clearly-narrated video, examples and quizzes. In order to obtain a course certificate for NASBA CPE credits, please email with the following information: Learner name: Course title: Completion date: Course type: (online self study course)

Start Learning

Understand the Expectations of a New Role


Take proactive steps to ensure success in your new role. This professional skills training course will help you speak with your manager to establish clear performance expectations. We will outline how to plan and facilitate this discussion with purpose and professionalism. Using our Expectation Discussion Guidelines, you will learn what questions to ask to gain a clear picture of your work, behavior, and leadership expectations. Additionally, you will gain insights about working with your manager and the level of support you can expect. By the end of this course, you will have developed a list of key expectations for becoming a valuable asset to your organization.

Start Learning

Emotional Intelligence: 7 Ways to Improve Your Emotional Intelligence


Emotional intelligence is the ability to be fully aware of our own emotions as well as the emotions of other people around us. So how emotionally intelligent are you? The Skillshub "7 Ways To Improve Your Emotional Intelligence" course looks at how considering your own emotions, paying attention to our own behaviour and how to take responsibility for our feelings and behaviours, are the first starting points for improving your EQ. Once the course is complete, you will understand there is no upper limited when it comes to emotional intelligence and it is always possible to keep improving.

Start Learning

Emotional Intelligence (US)


Emotional intelligence is a skill that can be learned and will improve how we interact with others. Often, we react without taking the time to recognise and respond to our circumstances in the most appropriate way. This can mean missing opportunities and misunderstanding or misinterpreting the actions of others. (US Version)

Start Learning

Better Business Behavior: How to Take Initiative


This course underscores the distinction between asking intelligent questions and being too dependent on the advice of others, and it also illustrates the right way to make decisions without any outside input. This is a challenging skill to master, which is why this is probably the most important career development course you’ll ever watch. Another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way.

Start Learning

Taking Initiative


Businesses want employees who can think on their feet and act without waiting for someone to tell them what to do. It's that kind of flexibility and courage that can drive your company to beat the competition. In this course, we'll define what initiative looks like and how it can benefit you when you use it at work. We'll also discuss how to develop and improve your initiative. We'll talk about creating a career plan, expanding your responsibilities, looking for opportunities for improvement, and requesting feedback.

Start Learning

Difficult Conversations - Technology In Meetings


This video course covers how to deal with unexpected interruptions (phone calls, text messages, emails, etc.) during group meetings. You will be encouraged to understand the situation fully before jumping to conclusions, and also to handle interruptions in a professional, non-confrontational way. There might also be some people looking like idiots from time to time, because otherwise this training would be as exciting as barley. Another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way.

Start Learning

Learn Workplace Technology


Increase your job performance by taking the initiative to master the technology in your workplace. This course will help you select the right technology and ensure it's used properly. To begin, we will outline a series of development questions designed to pinpoint which technology will have the greatest impact on your success in your current role. Next, we’ll discuss various methods for building your skill and expertise with this technology. By the end of the course, you will have a concrete strategy in hand for learning about new technology that will improve your productivity and efficiency at work.

Start Learning

Email Matters: Internal Customer Service


This course teaches you how to distinguish between internal and external customers and familiarizes you with the concept of "WACTEO" (We Are Customers to Each Other). We'll go over this concept in detail and discuss the importance of using the same communication tools whether dealing with internal or external customers. You'll be able to easily identify internal and external customers and see the benefits of offering the highest quality of service to both. We'll also provide practical tips for writing effective emails to all your various customers. After completing the curriculum you'll have a thorough understanding of WACTEO and its principles. Score 80 percent or above on the course quiz and receive a certificate of completion. This course is part of the Email Matters: The Art of Better Service Series designed to teach business email best practices.

Start Learning

Customer Service Confrontation and Conflict


Successfully resolve customer conflict by knowing how to defuse tense situations and apply a few simple steps to ensure your clients' ongoing satisfaction and loyalty. In this course, you'll learn the 5 important steps to effectively managing challenging or confrontational customer situations. You will also pick up 7 simple tips to help you stay focused on a positive outcome during difficult discussions, including using empathy and the correct tone of voice. By the end of this course, you will know how to win back your customers by handling their concerns in a manner that shows them you care and value their patronage.

Start Learning

Customer Service Over the Phone


Deliver great customer service over the phone by using simple techniques to make a positive impact and build long-lasting brand loyalty. You’ll begin the process of promoting excellent customer service and a positive image of your organization by using 7 essential phone techniques. You will learn the importance of speaking clearly, using a positive tone and taking the time to clearly explain your company’s products, services and policies to your customer. A handy checklist format helps you refer to these 7 techniques quickly and easily during any phone conversation. By the end of this course, you'll know how to use your new phone skills to deliver great customer service, build loyalty and promote a positive brand image of your organization.

Start Learning

Internal Customer Service


Great customer service begins from within. In this course, you'll learn how to collaborate effectively with your coworkers to deliver on your customers' expectations and ensure long-term organizational success. Your internal customers are anyone who depends on you to get work done. To provide great service to your internal customers, you need to focus on 3 key elements: expectations, responsibilities and agreements. Discover how to implement and maintain these key elements to drive individual and company success. By the end of this course, you will be equipped with specific actions you can take to provide a high level of internal service to your coworkers.

Start Learning

Business Power Skills: Customer Service


Studies have shown that it costs five times as much to attract a new customer as it does to keep an existing one. In a survey of customer retention, 44% of companies said that they focus their efforts on acquiring new customers, but only 18% surveyed focus on retaining existing customers. Another survey revealed that companies who increase their customer retention rates by 5%, increase their profits by at least 25% and often more. These statistics make it clear that loyal customers help drive a company’s growth and profitability. The key to keeping your customers satisfied and loyal to your organization is excellent customer service. In this lesson, you will learn how to build relationships of trust and appreciation.

Start Learning

Remarkable Customer Service - The Three Magic Words of Customer Service


This video course will reveal the mystical secret of the three most important words in the entire customer experience. What are those three words? I enjoy candlelight? Ferrets are squirmy? Blue pickle pizza? We can’t give it away here, or you wouldn’t want to watch the video. Plus there’s a thinly-veiled robbery at the end of this one, so get ready for some action-packed mayhem! Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.

Start Learning

Telephone Doctor Customer Service: 06. Proactive Customer Service


There's a big difference between proactive and average customer service. This course gives customer service providers the skills they need to engage and retain customers and increase sales. Customer service representatives are front-line staff that define a customer's first experience with a company. It's important they have the necessary skills to make a good first impression with new customers and retain the loyalty of returning customers. In this course we'll illustrate the difference between passive, average and proactive customer service. We'll also provide you with 6 key techniques that will help you execute a high level of proactive customer service. You'll learn how to build rapport with customers and how to recognize rapport-building opportunities. Whether by telephone or in person, the helpful tips in this course will improve your level of customer service. Complete the course quiz with 80 percent or higher and receive a certificate of completion.

Start Learning

Remarkable Customer Service - The Value of Remarkable Customer Service


In this video course we will show you an example of some very sad, very awful customer service. It will make you wince. Then, we’ll discuss the importance of not acting that way. You’ll also learn some surprising facts about customer behavior, as well as a new word that you’ll probably never use. So much learning in such a tiny video! Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.

Start Learning

Customer Service


In an era where many companies offer similar products and services at similar prices, it’s often hard to stand out. But if you offer the best customer service around, you’ll win more than just customers – you’ll win loyal customers. The kind that keep coming back and tell their friends to do the same. If that sounds good, then this video-based training course is exactly what you need! And if you'd like to enjoy the learning process, then this training course is also what you need! Because at The Jeff Havens Company, we offer serious solutions in a seriously funny way.

Start Learning

Customer Service Basics


We've all been on the receiving end of bad customer service, but have you ever thought about the ripple effect one bad experience can create? You stop using that particular product or service, or use it less frequently, which means a loss in revenue for that business. Then you mention your lousy experience to someone else, or post about it on social media, which means even more revenue lost for that business. When you work for an organization of any kind, you know that customer satisfaction is paramount to a successful business. Therefore, customer service training is a must. That's what this course is all about. We'll discuss setting and meeting customer expectations and understanding customer needs.

Start Learning

Work-Related Injury and Illness Recordkeeping


To provide awareness training for employees about their employers’ responsibilities for OSHA reporting and recordkeeping for workplace fatalities, injuries, and illnesses, as well as employees’ involvement and rights related to reporting and records.

Start Learning

Decluttering the Office


Decluttering the Office is part of the Cutting Edge Communication Comedy Series. A powerful training series covering over 80 workplace topics every workplace needs to address. Short, sharp and funny with simple messages and skills for everyone. Cutting Edge Communication follows several characters through a landscape of social faux pas, insult and embarrassment. This series will amaze and enter-train, covering important lessons in human interaction, motivation, leadership, service, unprofessional behavior, apologizing, negotiating, stress, and difficult people, among many other workplace hot button issues. In Decluttering the Office, Carol is on a mission to de-clutter the messy office so it’s tidy, motivating and safe. She implements a clean-desk policy but some team members don’t want to let go. Carol declares that anything left lying around will be thrown out or donated to Carlos the cleaner. Everyone reluctantly commences a massive clean up and Carol is very satisfied with the outcome.

Start Learning

Effortlessly Produce High Value Added Files


This training course will show you how to achieve a complex file with agility. Clarify and prioritize expected deliverables and cut out what is not expected in relation to the file. Encourage the development of ideas and avoid obstacles by using a mind map, giving yourself incubation time, and then presenting a first draft. Condition your brain to help focus and gain in efficiency. With these best practices, you will be able to perform complex work with agility.

Start Learning

Brain Bites: Organizing Your Files


Learn how to stop wasting up to two hours per day looking for information. On average, office workers spend one to two hours per day looking for information. Having an organized, searchable file and folder structure makes everyone more efficient – and this course will show you how to do it. Brain Bites micro-learning courses are information-rich and convey important topics with an engaging mix of video and animation. Topics covered include: - Common mistakes people make in naming their electronic files - The role of file names and folder structure in searching and browsing - Recommendations on the best use of local, network, and cloud-based storage drives, and the pros and cons of saving to each - Six rules to help name files appropriately - Four rules to use folders effectively - Using the search function on Windows PCs and Macs effectively - Customizing the Quick Access list on a PC or the Favorites list on a Mac - Using advanced search features to help clean up your filing system Brain Bites courses are designed to be fast paced, information-rich courses which use a combination of video and animation to convey important business topics quickly and effectively, in five-minute micro-learning lessons. Written by highly experienced subject matter experts and presented in a two-person video-based style, Brain Bites courses are the perfect way to educate today’s busy workforce.

Start Learning

Record Management


Management of corporate records is an important aspect of business. This course explains the records to be kept and for how long and those to be discarded, recycled or shredded. All workplace documents such as expense reports, contracts, letters, memos, and faxes in addition to email, voicemail and text messages are considered corporate records. Records should be kept accurately and maintained in a manner that conforms to laws and regulations. You will also learn how to properly address, forward, copy and send email, including messages that are confidential. This interactive course will take approximately 50 minutes but you can proceed at your own pace. The course includes audio/visual components with inline quizzes. It also features a printable notepad and a test at the end for Certificate of Completion.

Start Learning
Curriculum Complete

Successfully complete all of these courses to receive a Path C - Administrative & Support Staff Award.

All your learning will be reflected on your dashboard.