Managing Complaint Calls
By Rosie Bunnow
Learners hear examples of customer focused responses to upset callers. They then practice rewording negatively phrased responses by employees.
Take Initiative to Live Your Values
By Barbara Liang
Learners identify their values in a drag-and-drop exercise and read about the importance of taking initiative to move from scapegoating to accepting personal responsibility.
Solve Problems with POWER
Learners apply the problem-solving tool POWER to a problem at their workplace.
Scenario: The Walkathon
Scenario: House for Sale
Learners put themselves in the place of people new to a community. They listen to a woman describing potential neighbors and make judgments about what they’ve heard. They then learn more about the same people and decide if their initial judgments were accurate. This activity has audio content.
Math Reasoning: Buying the Paint
Learners use basic math skills in a workplace situation.
Diversity in 21st Century Work Teams
By Therese Nemec
Learners test their knowledge of demographics in the United States and in the world. Immediate feedback is provided.
Maintaining a Positive Attitude
Learners consider steps for dealing constructively with criticism and conflict. This object includes a drag-and-drop exercise.
Scenario for Maintaining Integrity: Your Promise to Allen
Scenario for Problem Solving: Combining Deliveries II
Positive Self-Speak
Learners apply self-speak, evaluate their self-messages, and revise their internal statements with more positive wording.
Scenario for Communicate Clearly: Trading Places
Dealing with Conflict: Identifying Styles of Resolution
Learners identify conflict resolution styles while becoming familiar with definitions, characteristics, and motivations for using these styles.
Scenario for Communicating Clearly: Allen's Slipping Production
Scenario for Directions: Delivery Sequence
Maintenance Roles in Effective Teams
Learners identify maintenance roles and match statements characteristic of each role. This activity has audio content.
Scenario for Maintaining Integrity: The Missing Tools
Scenario: Accept the Job?
Scenario: Your Call May Be Monitored
Attitude Self Quiz
Learners choose responses in workplace situations that are compared to positive-attitude responses. They evaluate their responses, looking for areas in which they would like to improve.
Scenario: Closing the Store Alone
Scenario: Meeting My New Coworkers
Sleep Deprivation
Learners test their knowledge of how sleep deprivation affects work productivity.
Scenario for Teamwork: Missing Roles
Problem Solving with SWOT
Learners create and analyze a SWOT diagram showing Strengths, Weaknesses, Opportunities, and Threats for their work or personal lives.