Course curriculum

  • 1

    1. Course Overview & Logistics

    • 1.1 How to Use This Course

    • 1.2 Learning Objectives

  • 2

    2. Soft Skills Basics

    • 2.1 Softskills

    • 2.2 Self Control

    • 2.3 Attentiveness

    • 2.4 Patience

    • 2.5 Adaptability

    • 2.6 Empathy

    • 2.7 Clear Communication Skills

  • 3

    3. Leading Efficient Calls

    • 3.1 Know Your Audience

    • 3.2 Be Prepared

    • 3.3 General Tips

    • 3.4 Things to Avoid

  • 4

    4. Effective Listening

    • 4.1 Creating Understanding Through Listening

    • 4.2 The RASA method

    • 4.3 Helpful Listening Tips

    • 4.4 Homework for this week
  • 5

    5. Delivering Unexpected News

    • 5.1 The Four Keys to Delivering Unexpected News

    • 5.2 Be Clear and Unequivocal

    • 5.3 Acknowledge Concern

    • 5.4 Be Open Questions

    • 5.5 Offer Alternatives

    • 5.6 Share from your Own Experience

  • 6

    6. Serving Dissatisfied Clients

    • 6.1 Why Do We Have Unhappy Clients?

    • 6.2 Diffusing Challenging Situations

    • 6.3 Practice!
  • 7

    7. Teamwork

    • 7.1 The Importance of Teamwork

    • 7.2 When You Need Manager Or Support Analyst Support

    • 7.3 Next Steps

  • 8

    8. Resources for Further Learning

    • 8.1 Additional Resources

    • 8.2 Soft Skills Improvement Challenge