Describe core principles of effective communication and their importance in professional life Understand how individual styles and preferences shape communications at work Apply specific strategies to enjoy focused, intentional communication with coworkers, supervisors, and customers Understand when and how to engage in tough conversations about issues that could negatively affect an individual or an organization’s professionalism

Select a leadership style based on what is appropriate for the situation Apply strategies to set expectations and goals effectively Incorporate employee ideas and contributions to identify solutions, ensure engagement, and foster morale Demonstrate greater confidence in when to encourage or discourage autonomy Explain what we can do to support disengaged employees Create an action plan for using new ideas on the job

Explore different types of critical thinking Practice problem-solving and data-analysis strategies Recognize and overcome barriers that limit or impede our thinking Apply best practices for including others to resolve complex issues Improve how we communicate recommendations to others at work

Recognize the value of ongoing, transparent communication re: employee strengths, areas for improvement, and roles Grow more intentional about what to say when giving feedback Ensure feedback is linked to action Reevaluate approaches to new-hire and employee evaluations Prevent missing coaching or relationship-building opportunities Leave with both a mindset and model to consistently reinforce employee positives and address gaps

By the end of this course, participants will be able to: Describe how organizations view equity, diversity, and inclusion as current workforce priorities Identify intentional actions that build inclusive relationships among diverse coworkers Apply two strategies for developing cultural competency Create a plan to demonstrate inclusiveness to internal and external customers

Explore approaches to difficult situations, including conflicts with employees and customers Recognize contributors to poor communication, performance, and service Learn how to respond appropriately while taking advantage of an opportunity to build employees’ skills Know when and how to involve management Walk away with a toolbox for helping the frontline resolve challenges and preserve relationships

Identify and describe the core elements of excellent customer service Communicate effectively with diverse internal and external customers and colleagues Identify and apply five strategies for challenging customer service situations​ Create a plan to continue to develop customer service skills

Explain why we must view change as opportunity, not threat Identify strategies to strengthen employee resilience Apply methods to strengthen and replicate growth mindsets Evaluate implementation methods in order to manage various types of workplace change Explore types of data that will indicate how well employees are adapting to change and transition Customize a personal change-management toolbox to use back on the job

By the end of this course, participants will be able to: Identify, describe, and model universal components of professionalism Accept responsibility for avoiding personal triggers and for how you may trigger others Anticipate how to work with diverse colleagues in different professional environments Listen to and use feedback from colleagues at all levels of the organization to continuously improve performance