Euler Hermes Academy - Knowledgepool...Version 1 December 2016 2 Strategic Management ..... 28 3. Culture

Version 1 December 2016 1

Version 1.0

Euler Hermes

Academy

Catalogue

2017

Your Performance Accelerator


1. Table of Contents 1. Table of Contents ...................................................................................................................................... 1

Classroom .............................................................................................................. 10

1. Functional ........................................................................................................ 11

1.1 Finance ............................................................................................................................................................ 11

Finance for Non-finance Employees and Managers ........................................................................................ 11

1.2 Operations ........................................................................................................................................................ 12

1.2.1 Project Management .......................................................................................................................... 12

PRINCE2 Foundation (Available in French and English) ................................................................................ 12

Introduction au Management de Projets (FR only) .......................................................................................... 13

1.2.2 CPMO-Central Project Management Office programs........................................................................ 14

GPIC Investment approval and related CPMO processes ............................................................................... 14

1.2.3 Change Management ......................................................................................................................... 15

Change Management for Line Managers ......................................................................................................... 15

Change Management for Project Managers .................................................................................................... 16

1.2.4 BPM - Business Process Management .............................................................................................. 17

BPM Modelling Principles & EH Dimensions Tool (Also Available in French) ................................................. 17

BPM: ARIS Designer Application (Also Available in French) .......................................................................... 18

1.3 RIC ................................................................................................................................................................... 19

1.3.1 ARES : Advanced Risk Education for Senior Underwriters ................................................................ 19

Complex Financial Structures .......................................................................................................................... 19

1.3.2 SEP: Senior Entry Program ................................................................................................................ 20

1.3.2.1 SEP Skill 5: Presentation ..................................................................................................................... 20

Apex ................................................................................................................................................................. 20

2. Leadership ....................................................................................................... 21

2.1 Excellence in Management Series ................................................................................................................... 21

Performance Management for Managers (Available in 4 languages) ............................................................. 21

Talent Management for Managers (Available in 4 languages) ........................................................................ 22

Communication and Teamwork ........................................................................................................................ 23

Building Effective Teams .................................................................................................................................. 24

Effective time management .............................................................................................................................. 25

Effective Feedback Skills ................................................................................................................................. 26


Influencing and Persuading for Managers ........................................................................................................ 28

2.2 Leadership Essentials ...................................................................................................................................... 28

OR


Strategic Management ..................................................................................................................................... 28

3. Culture Change ................................................................................................ 30

3.1 Business and Financial Acumen ...................................................................................................................... 30

Finance for Non-finance Employees and Managers ........................................................................................ 30

3.2 Change Management ....................................................................................................................................... 31


Change Management for Project Managers .................................................................................................... 32

3.3 Communication ................................................................................................................................................ 33

3.3.1 Presentation Skills .............................................................................................................................. 33

Projecting Credibility Plus (Also available in French) ...................................................................................... 33

Apex (Also available in French and Italian) ..................................................................................................... 34

3.4 Learning & Development .................................................................................................................................. 35

Train The Trainer - The Essential Skills - Coached E-learning Program .......................................................... 35

3.5 Personnal Productivity...................................................................................................................................... 36

Communication and Teamwork for all .............................................................................................................. 36

3.6 Languages learning paths ................................................................................................................................ 37

Language Path 1: Elearning Access With Cyber Teachers Coach .................................................................. 37

Language Path 2: Elearning Access With Cyber Teachers Coach + 10 Hours Phone Private Lessons .......... 38

Language Path 3: E-learning Access with CyberTeachers Coach and Private face to face lessons ............... 39

Language Path 4: Elearning Access With Cyber Teachers Coach + 15 Hours Of Collective Lessons ............ 40

Webinar .................................................................................................................. 41

3.7 Culture Change ................................................................................................................................................ 42

3.7.1 IT End User ........................................................................................................................................ 42

3.7.1.1 Powerpoint ..................................................................................................................................... 42

Creating a Presentation.................................................................................................................................... 42

Completing a Presentation ............................................................................................................................... 43

Finalizing a Presentation .................................................................................................................................. 44

Master Slides and Templates ........................................................................................................................... 45

Slideshow and Speaker Tools .......................................................................................................................... 46

Increasing the Impact of Presentation .............................................................................................................. 47

3.7.1.2 Excel ............................................................................................................................................. 48

Creating Excel tables quickly ........................................................................................................................... 48

Formating and page layout ............................................................................................................................... 49

Excel calculation functions ............................................................................................................................... 50

Excel Specific tools & functions ........................................................................................................................ 51

Work on multiple sheets in a workbook ............................................................................................................ 52

Using a list ........................................................................................................................................................ 53

Creating and editing charts .............................................................................................................................. 54


Consolidate in Excel ......................................................................................................................................... 55

Logical functions .............................................................................................................................................. 56

Lookup & references functions ......................................................................................................................... 57

Sorting, filtering and Pivot Table ...................................................................................................................... 58

Advanced Charts .............................................................................................................................................. 59

3.7.1.3 Digital Happy Hours ............................................................................................................................. 60

Digital Happy Hour: Prezi ................................................................................................................................. 60

Elearning ................................................................................................................ 61

4. Onboarding Programme for Newcomers ...................................................... 62

4.1 Mandatory Trainings for all ............................................................................................................................... 62

EH Information Security Training (Available in 3 languages) ........................................................................... 62

Preventing Corruption And Fraud ..................................................................................................................... 62

Conflict of Interest ............................................................................................................................................ 62

Solvency II ........................................................................................................................................................ 62

4.2 For Managers- Recommended trainings .......................................................................................................... 64

Leadership Essentials: Motivating Employees ................................................................................................. 64

Using Feedback to Improve Team Performance .............................................................................................. 64

Establishing Team Goals and Responsibilities................................................................................................. 64

4.3 For All - Recommended trainings ..................................................................................................................... 65

Understanding Unconscious Bias Part 1 .......................................................................................................... 65

Understanding Unconscious Bias Part 2 .......................................................................................................... 65

Getting Results without Direct Authority: Building Relationships and Credibility .............................................. 66

5. Functional ........................................................................................................ 67

5.1 Finance ............................................................................................................................................................ 67

Principles of Accounting and Finance for Non-financial Professionals ............................................................. 67

The Income Statement (EN/DE versions) ....................................................................................................... 67

The Balance Sheet ........................................................................................................................................... 68

5.2 MMCD .............................................................................................................................................................. 69

5.2.1 Sales Skills ......................................................................................................................................... 69

Gute Kundenbeziehungen aufbauen (DE only) ............................................................................................... 69

Solution Selling: Neue Chancen schaffen (DE only) ........................................................................................ 69

Solution Selling: Creating New Opportunities (EN only) ................................................................................... 69

5.2.1 Products-France ................................................................................................................................. 70

A La Découverte Des Clients Et Solutions ....................................................................................................... 70

A La Découverte Des Clients Et Solutions : La Caution ................................................................................... 70

A La Découverte Des Clients Et Solutions: L'Assurance Crédit et Cover One ................................................. 70

A La Découverte Des Clients Et Solutions : de Fraude .................................................................................... 70

5.2.2 Trade Credit Insurance and RWA Optimization .................................................................................. 71


Diagnostic Assessment .................................................................................................................................... 71

Module 1: The Euler Hermes Value Proposition For Banks ............................................................................. 71

Module 2: Basel Regulation And RWA Optimisation ........................................................................................ 71

Module 3: Executing The Bank Strategy .......................................................................................................... 71

5.3 Compliance ...................................................................................................................................................... 72

5.3.1 Conflict of Interest (Available in 7 languages) ................................................................................... 72

5.3.2 Preventing Corruption and Fraud (Available in 15 languages) ........................................................... 72

5.3.3 The Global Allianz Antitrust Training Course (Available in 7 languages) ............................................ 72

5.4 Operations ........................................................................................................................................................ 73

5.4.1 Project Management .......................................................................................................................... 73

Project Management Fundamentals (EN/DE versions) ................................................................................... 73

5.4.2 Managing Customer-Driven Process Improvement ............................................................................ 74

Customer-driven Process Improvement: Basic Framework - NEW .................................................................. 74

Customer-driven Process Improvement: Identifying Customer Needs - NEW ................................................. 74

Customer-driven Process Improvement: From Customer Needs to Process Requirements - NEW ................ 74

Customer-Driven Process Improvement: Mapping and Measuring Processes - NEW ..................................... 75

Customer-driven Process Improvement: Analyzing Process Problems - NEW ................................................ 75

Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions - NEW ...................... 75

Customer-driven Process Improvement: Implementing and Maintaining Improvements - NEW ...................... 75

5.5 IT ...................................................................................................................................................................... 76

5.5.1 IT Security Awareness ........................................................................................................................ 76

EH Information Security Training (EN/DE/FRversions) .................................................................................. 76

5.6 RIC : Risk Information and Clains .................................................................................................................... 77

5.6.1 ARES: Advanced Risk Education for Senior Underwriters ................................................................. 77

Catching the Signals – Part 1 ........................................................................................................................... 77

Catching the Signals – Part 2 (Case Studies) .................................................................................................. 77

What is Emotional Intelligence? ....................................................................................................................... 77

Basics of Bonding ............................................................................................................................................ 78

Risk Fraud Awareness ..................................................................................................................................... 78

Strategies for Communicating with Tact and Diplomacy .................................................................................. 78

Managing Sensitive Risk .................................................................................................................................. 79

Investigating Macroeconomics ......................................................................................................................... 79

Getting Results without Direct Authority: Persuasive Communication ............................................................. 79

5.6.2 SEP: Senior Entry Program ................................................................................................................ 80

5.6.2.1 SEP skill 1: Communication ............................................................................................................. 80

Communication Tools....................................................................................................................................... 80

Dynamics of Interpersonal Communication ...................................................................................................... 80

Getting Results without Direct Authority: Persuasive Communication ............................................................. 80

5.6.2.2 SEP skill 2: Time management ....................................................................................................... 81

Developing Excellent Time Management Habits - NEW .................................................................................. 81

Personal Productivity Improvement: Managing Tasks and Maximizing Productivity ........................................ 81

Personal Productivity: Self-organization and Overcoming Procrastination ....................................................... 81

5.6.2.3 SEP skill 3: Conflict management .................................................................................................... 82


Leading Teams: Dealing with Conflict .............................................................................................................. 82

Understanding Conflict ..................................................................................................................................... 82

5.6.2.4 SEP skill 4: Intercultural ................................................................................................................... 82

Communicating Across Cultures ...................................................................................................................... 82

Improving Communication in Cross-cultural Relationships .............................................................................. 83

5.6.2.5 SEP skill 5: Presentation .................................................................................................................. 83

Basic Presentation Skills: Planning a Presentation .......................................................................................... 83

Basic Presentation Skills: Delivering a Presentation ........................................................................................ 83

5.6.2.6 SEP skill 6: More e-learnings to complete ........................................................................................ 84

Critical Thinking Essentials: What Is Critical Thinking? .................................................................................... 84

Getting Results without Direct Authority: Building Relationships and Credibility .............................................. 84

Essential Skills for Professional Telephone Calls............................................................................................. 84

5.6.3 Claims................................................................................................................................................. 85

Claims Module 1: A Moment Of Truth (EN/FR/DE/IT versions) ....................................................................... 85

Claims Module 2: A To Z Of Claims Quality Standards (EN/FR/DE/IT versions) ............................................. 85

Claims Module 3: Managing Non Inclusive Claims (EN/FR/DE/IT versions) .................................................... 85

Claims Module 4: Managing World Agency Claims (EN/FR/IT versions) ......................................................... 85

Business Writing: How To Write Clearly And Concisely (EN/DE versions) ...................................................... 86

Essential Skills for Professional Telephone Calls (EN/FR/DE/IT versions) ...................................................... 87

6. Leadership ....................................................................................................... 89

6.1 Leadership Essentials ...................................................................................................................................... 89

Mastering Recruitment ..................................................................................................................................... 89

Power and Politics in Matrixed Teams ............................................................................................................. 89

Grundlagen Leadership: Vermitteln der Vision (DE/FR/IT version) ................................................................. 89

Leadership Essentials: Building Your Influence as a Leader (EN/DE/FR/IT versions) .................................... 90

Leadership Essentials: Leading with Emotional Intelligence (EN/DE/FR/IT versions) .................................... 92

Leadership Essentials: Leading Business Execution (EN/DE/FR/IT versions) ................................................ 93

Leadership Essentials: Leading Innovation (EN/DE/FR/IT versions) .............................................................. 94

Leadership Essentials: Leading Change (EN/DE/FR/IT versions) .................................................................. 96

Leadership Essentials: Creating Your Own Leadership Development Plan (EN/DE versions) ....................... 97

Critical Thinking Essentials: What Is Critical Thinking? .................................................................................... 98

Critical Thinking Essentials: Applying Critical Thinking Skills ........................................................................... 98

Customer Service Fundamentals: Building Rapport in Customer Relationships .............................................. 98

Developing the Strategic Thinking Skill of Seeing the Big Picture (EN/FR versions) ...................................... 99

Using Strategic Thinking Skills ......................................................................................................................... 99

6.2 Leading Teams .............................................................................................................................................. 100

Leadership Essentials: Motivating Employees (EN/DE/FR/IT versions)........................................................ 100

Establishing Team Goals and Responsibilities (EN/DE/FR/IT versions) ....................................................... 101

Elements of a Cohesive Team (EN/DE/FR/IT versions) ................................................................................ 102

Effective Team Communication (EN/DE/FR/IT versions) .............................................................................. 104

Using Feedback to Improve Team Performance (EN/DE/FR/IT versions) .................................................... 105

Leading Teams: Launching a Successful Team (EN/DE/FR/IT versions) ..................................................... 106


Leading Teams: Building Trust and Commitment (EN/DE/IT versions)......................................................... 108

Leading Teams: Fostering Effective Communication and Collaboration (EN/DE/FR/IT versions) ................ 109

Leading Teams: Motivating and Optimizing Performance (EN/DE/FR/IT versions) ...................................... 110

Leading Teams: Dealing with Conflict (EN/DE/FR/IT versions) ................................................................ 112

Leading Teams: Managing Virtual Teams (EN/DE/FR/IT versions) .............................................................. 113

Business Coaching: Conducting Coaching Sessions - NEW (EN/DE/FR versions) ................................. 114

Business Coaching: Building the Coaching Relationship - NEW ................................................................... 115

7. Culture change .............................................................................................. 116

7.1 Business and Financial Acumen .................................................................................................................... 116

Understanding Workplace Diversity ............................................................................................................... 116

Principles of Accounting and Finance for Non-financial Professionals ........................................................... 116

The Income Statement (EN/DE versions) ...................................................................................................... 116

7.2 Change Management ..................................................................................................................................... 118

Gestion du changement : Affronter le changement de manière positive (FR only) ....................................... 118

Leadership Essentials: Leading Change (EN/FR/IT versions) ...................................................................... 118

Power and Politics in Matrixed Teams ........................................................................................................... 119

Critical Thinking Essentials: What Is Critical Thinking? .................................................................................. 119

Understanding Conflict ................................................................................................................................... 119

7.3 Communication .............................................................................................................................................. 120

7.3.1 Presentation Skills ............................................................................................................................ 120

Presenting Successfully - NEW ...................................................................................................................... 120

Delivering the Message - NEW ...................................................................................................................... 120

Les clés d'une présentation réussie (FR only) .............................................................................................. 120

Basic Presentation Skills: Planning a Presentation (EN/DE/FR versions) ..................................................... 121

Basic Presentation Skills: Creating a Presentation (EN/DE/FR versions) ..................................................... 121

Basic Presentation Skills: Delivering a Presentation (EN/DE/FR versions) ................................................... 122

7.3.2 Writing Skills and emailing ................................................................................................................ 124

Using E-mail and Instant Messaging Effectively (EN/DE/FR versions) ......................................................... 124

Managing Your E-mail (EN/DE/FR versions) ............................................................................................. 125

Business Writing: How to Write Clearly and Concisely (EN/DE versions) ...................................................... 126

Adressieren und Weiterleiten von E-Mails (DE only) ..................................................................................... 126

Writing under Pressure: Preparing for Success ............................................................................................. 127

7.3.3 Telephone Skills ............................................................................................................................... 128

Essential Skills for Professional Telephone Calls (EN/DE/FR/IT versions) ................................................... 128

7.3.4 Interpersonnal and intercultural Skills ............................................................................................... 129

Interpersonal Communication: Targeting Your Message - NEW (EN/DE versions) ...................................... 129

Interpersonal Communication: Communicating Assertively - NEW ................................................................ 130

Working with Difficult People: How to Work with Negative People (EN/DE/FR versions) ............................. 130

What is Emotional Intelligence? ..................................................................................................................... 131

Communicating Across Cultures (EN/DE/FR versions) .................................................................................. 131

Improving Communication in Cross-cultural Relationships (EN/DE/FR versions) .......................................... 132

Getting Results without Direct Authority: Building Relationships and Credibility (EN/FR versions)............... 133


Getting Results without Direct Authority: Persuasive Communication (EN/FR versions) .............................. 134

Strategies for Communicating with Tact and Diplomacy ................................................................................ 134

Understanding Conflict ................................................................................................................................... 135

Developing Strong Customer Relationships ................................................................................................... 135

7.4 Innovation ....................................................................................................................................................... 136

Generating Creative and Innovative Ideas: Enhancing Your Creativity (EN/DE/FR/IT versions) .................. 136

Generating Creative and Innovative Ideas: Maximizing Team Creativity (EN/DE/FR/IT versions) ................ 137

Generating Creative and Innovative Ideas: Verifying and Building on Ideas (EN/DE/FR/IT versions) .......... 138

7.5 Personnal Productivity.................................................................................................................................... 140

Personal Productivity Improvement: Managing Your Workspace .................................................................. 140

Critical Thinking Essentials: Applying Critical Thinking Skills ......................................................................... 140

Servire i tuoi clienti interni (IT only) ............................................................................................................... 140

Writing under Pressure: Preparing for Success ............................................................................................. 141

Gestion du changement : Affronter le changement de manière positive ........................................................ 141

Optimizing Your Work/Life Balance: Analyzing Your Life Balance (EN/DE/FR versions) ........................... 141

Optimizing Your Work/Life Balance: Maintaining Your Life Balance (EN/DE/FR versions) ...................... 142

Optimizing Your Work/Life Balance: Taking Control of Your Stress (EN/DE/FR versions) ........................... 143

Bases du télétravail : Stratégies de communication pour les employés qui travaillent à distance (FR only) .. 144

Personal Productivity: Self-organization and Overcoming Procrastination ..................................................... 145

Personal Productivity Improvement: Managing Tasks and Maximizing Productivity ...................................... 145

Time Management: Planning and Prioritizing Your Time ............................................................................... 145

Time Management: Avoiding Time Stealers - NEW ....................................................................................... 146

Developing Excellent Time Management Habits - NEW ................................................................................ 146

Being an Effective Team Member (EN/DE/FR/IT versions) ........................................................................... 146

7.6 Knowing Euler Hermes................................................................................................................................... 148

Knowing Euler Hermes - English .................................................................................................................... 148

7.7 Diversity & Inclusion ....................................................................................................................................... 148

Understanding Unconscious Bias Part 1 ........................................................................................................ 148

Understanding Unconscious Bias Part 2 ........................................................................................................ 148

Diversity on the Job: Diversity and You - NEW .............................................................................................. 149

Gérer la diversité (FR only) ........................................................................................................................... 149

Understanding Workplace Diversity – NEW (EN/FR versions) ..................................................................... 149

7.8 Career development ....................................................................................................................................... 150

Preparing for Your Performance Appraisal (EN/DE versions) ........................................................................ 150

Performance Appraisal Essentials: Conducting Traditional Appraisals (EN/FR versions) ............................ 150

Managing Your Career: Creating a Plan - NEW ............................................................................................. 151

Managing Your Career: Professional Networking Essentials - NEW ............................................................. 151

Conquering Career Stagnation - NEW (EN/DE versions) ............................................................................. 151

Developing Your Career – NEW (EN/DE versions) ....................................................................................... 152

Planning Your Career - NEW ......................................................................................................................... 152

Leadership Essentials: Creating Your Own Leadership Development Plan (EN/FR/IT versions) ............... 152


7.9 Negotiation Essentials .................................................................................................................................... 154

Working with Difficult People: Dealing with Micromanagers - NEW (EN/DE/FR versions) ........................ 154

Negotiation Essentials: What Is Negotiation? - NEW (EN/DE/FR versions) ............................................. 154

Negotiation Essentials: Planning for Negotiation - NEW (EN/DE/FR versions) ............................................ 155

Negotiation Essentials: Communicating – NEW (EN/DE/FR versions) ........................................................ 156

Negotiation Essentials: Persuading - NEW .................................................................................................... 157

Negotiation Essentials: Avoiding Pitfalls in Negotiations - NEW .................................................................... 157

Vendor Negotiations: Choosing the Best Approach - NEW (EN/DE/FR versions) ....................................... 158

7.10 Human Resources ......................................................................................................................................... 159

The Benefits and Challenges of Engaging Employees - NEW (EN/FR versions) ..................................... 159

Maintaining an Engaging Organization - NEW (EN/FR versions) ................................................................ 159

Les avantages et les défis de mobiliser ses employés ................................................................................... 160

Mastering Recruitment ................................................................................................................................... 160

7.11 Customer Centricity ........................................................................................................................................ 161

Identifying and Managing Customer Expectations - NEW (EN/DE/FR versions) .......................................... 161

Creating and Sustaining a Customer-focused Organization - NEW (EN/DE/FR versions) ........................... 161

Customer-focused Interaction - NEW (EN/DE/FR versions) .......................................................................... 162

Listening to Your Customers - NEW (EN/FR/DE versions) ........................................................................... 163

Creating a Customer-focused Organization - NEW (EN/DE/FR versions) .................................................... 164

Developing Your Customer Focus - NEW ...................................................................................................... 164

Customer-driven Process Improvement: Basic Framework - NEW ................................................................ 165

Customer-driven Process Improvement: Identifying Customer Needs - NEW ............................................... 165

Customer-driven Process Improvement: From Customer Needs to Process Requirements - NEW .......... 165

Customer-Driven Process Improvement: Mapping and Measuring Processes - NEW ................................... 166

Customer-driven Process Improvement: Analyzing Process Problems - NEW .............................................. 166

Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions - NEW .................... 166

Customer-driven Process Improvement: Implementing and Maintaining Improvements - NEW .................... 166

7.12 IT End User .................................................................................................................................................... 167

7.12.1 Office 2010 Updates..................................................................................................................... 167

The New Office 2010 Interface, Word 2010, and Excel 2010 (EN/DE/FR versions) ..................................... 167

Neue Funktionen in PowerPoint 2010, Publisher 2010 und Access 2010 (DE/FR versions) ........................ 168

7.12.2 Outlook ......................................................................................................................................... 169

Outlook 2010 and Collaboration in Office 2010 (EN/DE/FR versions) .......................................................... 169

7.13 Work Well ....................................................................................................................................................... 171

Allianz Work Well Reducing Stress ................................................................................................................ 171



Classroom


1. Functional 1.1 Finance

Finance for Non-finance Employees and Managers

FN_F_FFNFM Straightforward and no-nonsense, this course enables you to get straight to the heart of financial issues, demystifies financial information and gives you confidence and control when making financial decisions. This two-days overview course has won praise for the straightforward way in which it untangles the web of mystery that surrounds financial and management accounting in the eyes of many non-financial managers. By so doing it enables them to understand and manage the impact of their decisions on business results, interact more productively with their finance-based colleagues and exert greater influence on decision making in their organisation. Class size Min 8 Max 12 Target Audience Suitable for managers who want to gain a clear understanding of the fundamentals of business finance and the financial implications of decisions they make. Learning Objectives The Nature and Purpose of Accounting Profit and Loss Accounts, Balance Sheets and Cash Flow Statements Managing Finance Understanding Management Accounting Including Budgeting Length 2 days interactive workshop


1.2 Operations

1.2.1 Project Management

PRINCE2 Foundation (Available in French and English)

FN_OP_P2F_EN Taken as either a five-day option combining both Foundation and Practitioner examinations or individually as a three-day Foundation and a three-day Practitioner Conversion, these accredited courses have been designed to provide delegates with the skills to understand the PRINCE2 methodology and its practical application. All delegates will receive a free copy of the PRINCE2 manual "Managing Successful Projects with PRINCE2". The PRINCE2 project management methodology is widely employed by many of the UK’s leading private and public sector organisations. This intensive three-day accredited course provides participants with a thorough knowledge of the processes and themes of PRINCE2. Class size Min 8 Max 12 Target Audience Suitable for people requiring a solid grounding in the PRINCE2 project management methodology, and who do not require the depth of the Practitioner programme. To make the most of the course, delegates should ideally have some experience of basic project management principles. Typical delegates are new project managers and project support staff. Length 3 days interactive workshop with exam Learning Objectives Introduction to the PRINCE2 Methodology The PRINCE2 Process model – which includes the 7 themes The 7 themes of PRINCE2 The principles of PRINCE2 Take the PRINCE2® Foundation examination paper. Language Capabilities This course is available in the following languages: English French


Introduction au Management de Projets (FR only)

(French only available for now, for English contact the helpdesk) Le cours est une introduction au management de projet adapté aux besoins d'Euler Hermes. Il prépare à des cours plus avancés conduisant à l'obtention d'une certification telle que PRINCE2 ou AGILE Project Management (APMGroup International - DSDM Consortium). Class size Min 7 Max 10 Target Audience Personne en exploitation mais pouvant être impliquée occasionnellement dans des projets. Futur Chef de Projet à temps plein ou temporairement en charge de projets Length 2 jours Course program Les sujets suivants seront abordés pendant la formation: Définition du projet et de la gestion de projet Conserver le contrôle de la durée et des coûts du projet Gestion des parties prenantes Indicateurs clés de performance du projet Planification en gestion de projet Gestion des Risques et de la Qualité en projet Méthodes AGILE


1.2.2 CPMO-Central Project Management Office programs

GPIC Investment approval and related CPMO processes

Every project above 100 K EURO (or 100 MD) must have the authorization from the GPIC (Group Project Investment Committee) to be launched. This process is closely linked to the budget process and aims at ensuring the projects portfolio is aligned with the strategy. From early identification of initiatives, through PID, PDD and Business Case to monthly reporting and KPIs, Project Managers may get lost. Class size Min 5 Max 10 Target Audience Project Managers (IT or business), Regional Organisation Department. Length 1 day course with various practical exercises Course program The course will run for 1 day, from 9:00am until 16:30pm. During the day the program will be scheduled as follows: Sequence 1: GPIC process - 30 min Sequence 2: PID, PDD & financial aspects - 2h Sequence 3: Reporting, KPIs & Baseline Update Request - 2h


1.2.3 Change Management

Change Management for Line Managers

Today's ever-changing environment and its increasing speed and frequency of change leads to multiple IT and Business Transformation Programs and Projects which creates a need for permanent Organizational & Business alignment/transformation and Management of continuous impact on people. Change Management is a key factor to overcome these challenges when dealing with people. Often the need to lead Change by Line Managers is underestimated and seen as part of the project work. Change Management is needed during project implementation and in particular in the operational environment. This Change Management training will help Line Managers to get more inside on Change Management, on their role regarding changes and how to lead their teams through periods of change to ensure accelerated adoption of changes in their teams. Class size Min 6 Max 12 Target Audience Line Managers Length 1 day course Learning Objectives Sensitize the Line Mgrs. about Change Management impacts and needs Enable attendees to 'MAKE IT WANTED', 'MAKE IT HAPPEN' and 'MAKE IT STICK' Understand the urgency for change and its link to the team strategy and daily operational work Take necessary steps to lead the change Identify impacts, risks and to reduce resistance and to enhance willingness & ability to change the link between the organizational structure, people motivation/engagement and level of productivity Enable Line Managers to understand people reaction on change and to foster readiness, adapt managerial practices with a faster pace of change Know what are the organizational enablers to support sustainable changes


Change Management for Project Managers

Today's ever-changing environment and its increasing speed and frequency of change leads to multiple IT and Business Transformation Programs and Projects which creates a need for permanent Organizational & Business alignment/transformation and Management of continuous impact on people. Change Management is a key factor to overcome these challenges with the least possible impact. It will helps Project and Program Managers to understand the impacts of change, derive the right actions, communicate in the best possible way, involve all stakeholders to enable optimal time to market. Class size Min 6 Max 12 Target Audience Program and Project Managers Length 3 days course Learning Objectives Enable you to 'MAKE IT WANTED', 'MAKE IT HAPPEN' and 'MAKE IT STICK' by Understanding the needs for change Taking the necessary steps to define a Change Management roadmap and to drive initiation, preparation, implementation and run phase Identify impacts, risks and drive needed actions to reduce resistance and to enhance willingness & ability to change Defining respective metrics to measure adoption Transferring ownership


1.2.4 BPM - Business Process Management

BPM Modelling Principles & EH Dimensions Tool (Also Available in French)

The process modeling principles of Business Process Management (BPM) are the bases to understand how EH processes are described and how the Target Operating Model for processes has been built. All valuable information related to EH business processes are published on the official repository EH Dimensions, an intranet site accessible via EH-Net homepage. From a high level to a detailed view, you will be able to navigate through the Landscape of processes to retrieve a specific information or model. Also you will have a full understanding of it in terms of symbols, rules, responsibilities, whether Business or IT people may get lost... Class size Min 4 Max 12 Target Audience This course was designed by Group BPM to allow BPM approach and modelling principles are being communicated and understood to all concerned people. This course needs to be taken before attending BPM-ARIS Designer Application course. Length A four hour course with an On-line Demo Learning Objectives Sequence 1 BPM process modeling principles - 2h Sequence 2 EH Dimensions - 2h Language Capabilities This course is available in the following languages: English French Italian


BPM: ARIS Designer Application (Also Available in French)

Modeling processes require a set of knowledge which is already available in 'BPM modeling principles & EH Dimensions' training on EH Academy catalogue. Once this fundamental education is acquired, and a need of designing process arises from a project's initiative, a tool for modeling processes must be used with the aim to produce consistent cartography completely fitting with EH meta-model. Class size Min 3 Max 6 Target Audience Process Designer at Group/Region level Project members with specific modeling needs at Group/Region level This course is mandatory for all ARIS designers Length 1 day training, specifically conceived to provide the key elements of process modelling with a concrete approach to the tool, including a practical exercises section. Learning Objectives Introduction Business process approach - 1h Sequence 1 Business process modeling: design standardization & EH meta-model - 1h Sequence 2 Modeling with ARIS Designer: basic notions - 2h Sequence 3 Modeling with ARIS Designer: advanced functionalities, rules & best practices - 2h Sequence 4 On line exercises - 2h Language Capabilities This course is available in the following languages: English French Italian


1.3 RIC

1.3.1 ARES : Advanced Risk Education for Senior Underwriters

Complex Financial Structures

This course is the second mandatory course within the ARES (Advanced Risk Education for Senior Underwriters) program. The purpose of this two-day workshop is to enhance corporate credit analytical skills and deepen participants understanding of some of the more complex issues that could affect the overall credit standing of a company and their ability to repay or refinance their financial obligations. The key concepts will be applied through a selection of short exercises and case studies. Class size Min 10 Max 20 Target Audience This workshop is designed for senior risk underwriters with at least 3-5 years’ experience in an underwriting or credit analysis related function. Participants should have a working knowledge of accounting principles, and be able to carry out a credit presentation involving a calculation of key ratios. To enrol on this course, all participants need to be nominated/approved by the Regional Risk Director. Length 2 days course with various practical exercises and case studies. Learning Objectives Structured approach to analysis Market indicators of credit risk Advanced Credit Themes Sector and Strategy Challenges in Financial Analysis Pension liabilities Derivatives Cash Flow Liquidity and Refinancing risk Debt Structure Problems around group structure Key purpose of safeguards Leveraged Finance


1.3.2 SEP: Senior Entry Program

1.3.2.1 SEP Skill 5: Presentation

Apex

The course focuses on the key skills and techniques required to construct and deliver successful presentations with confidence in formal and informal situations. The starting point of every presentation is to ask 'what is in it for my audience?' On this basis participants will practice several kinds of presentations and improve their personal style as well as the written content of the slides. The course will include many practical exercises with comprehensive feedback from the participants. Pre-work: Please bring with you one of your business presentations that you are due to give later this year. Class size Min 6 Max 8 Target Audience 100 % client facing jobs 100 % communications Anybody who presents on a regular basis Learning Objectives This course is organised at regional level. For further information or to express an interest in taking the course, please get in touch with your relevant regional contact Length 2 days Languages This course is available in English, French and Italian


2. Leadership 2.1 Excellence in Management Series

The EIM courses are available in English, French, German and Italian.

Performance Management for Managers (Available in 4 languages)

LE_EIM_PM

Managing employees' performance is the key responsibility of a manager. Yet many managers are unprepared to carry out overall development planning to help the work group be more successful. They may also lack the skills and confidence to set individual goals and conduct performance reviews. Frequently, both managers and employees come to dread performance reviews, resulting in an ineffective performance and development planning process. In this workshop, you will gain valuable insights into the challenges of setting goals for employees. You will also learn a proven goal-setting process, best practices for linking goals to strategy execution, and the importance of setting goals that address both performance and fulfilment. You will then practice what you have learned using true-to-life examples. Finally, you will explore guidelines for rating performance and examine the financial weighting of goals and how they affect the Euler Hermes bonus targets.

Class size

Min 10 Max 12

Target Audience

This course is part of the Excellence In Management series which is mandatory for all new managers and optional for all managers.

New managers must take “Talent Management” and “Performance Management” in year one. The other courses can be taken over the first 2 years.

Length

1 day interactive workshop with pre- and post-course assignments

Learning Objectives

Practice examining the characteristics of effective goals.

Review best practice techniques for conducting year-end and mid-year review with effective feedback.

Examine the financial weighting of goals and how they affect the Euler Hermes bonus targets.

Practice conducting performance reviews with real-life examples.

Language Capabilities

English, German, French, Italian


Talent Management for Managers (Available in 4 languages)

LE_EIM_TM

This training has been designed on the Board of Managements demand. When analysing our Managers? Skills, Group HR acknowledged a real need in terms of capability building. This need has been confirmed by the 2011 AES results where Euler Hermes gets, in average, lower scores on the Talent Management items (career opportunities offered by the company, managers focusing on employee development, opportunities to develop skills and knowledge). These issues are key to ensure sustainable business growth and are crucial to differentiate from our competitors. Therefore Group HR has designed a 1 day training dedicated to Talent Management topics that will be delivered throughout the Group. This training is mandatory for all Managers.

Class size

Min 10 max 12

Target Audience



Length

1 day interactive workshop with pre- and post-course assignments

Learning Objectives

Identify 'high potential' employees

Evaluate strengths and areas of improvement using three tools (Learning Agility, Competencies, and P&P Grid)

Build a personal development plan

Understand how 'succession planning' works

Give feedback to your team members (strengths, areas of improvement, and development plan)

Language Capabilities

This course is available in the following languages:

English

German

French

Italian


Communication and Teamwork

LE_EIM_CT

The way you interact with others can be the key to your workplace success. Communicating under pressure, managing challenging relationships or looking to build lasting rapport, your style and interpersonal skill can make or break your chances of being effective. In this programme you learn how to capitalise on your existing skills, fine-tune your approach and build a strategy for communication with real impact. Everything we do is participative and interactive. There will be work in pairs, small group work, processes and exercises designed to stimulate, challenge and develop your knowledge and skills. There is even some fun!

Class size

Min 8 Max 12

Target Audience



Learning Objectives

Improve your communication skills with different kinds of people and in different situations

Reduce problems with communication, particularly in relation to clarity, summarising & checking, appreciating the style of others and following-up

Understand the importance teamwork, and play your part in improving it

Understand different team roles, and how to apply them

Develop more effective team-working, which means helping you, your colleagues and your customers

Length

1 day interactive workshop


Building Effective Teams

LE_EIM_BET

It is vital everyone knows their role in the team, and the part they play in success. This programme focuses on the responsibilities we all have and share working in effective teams. We take an practical approach to this programme, encouraging participants to bring their own challenges to the table, and work on them throughout the programme, enabling real solutions to emerge.

Class size

Min 10 Max 12

Target Audience



Learning Objectives

Understand how teams evolve, and the part you play in making it happen

Identify what stops teams from being effective, and what you can do to change that

Create a meaningful purpose for your team to focus on, and turn strategies into action

Keep score and measure the performance of your team

Hold each other accountable for the team performance

Overcome situations of conflict, and develop trust within your team

Length


This is also available as a condensed 1 day course.


Effective time management

LE_EIM_ETM

This course helps to answer the age old question of “Where does all my time go?” It identifies how precious time is and gives you proven techniques to effectively protect and manage it.

Through practical exercises and examination of proven time management tools and techniques the course will give you the ability to plan and prioritise effectively.

This is a highly practical workshop which shows you how and where your time is lost and what impact that has on you and others.

Class size

Min 8 Max 12

Target Audience



Learning Objectives

Regard time as a resource to be managed.

Identify and focus on your objectives and key areas of responsibilities.

Establish and overcome the causes of poor time management.

Identify and deal with time stealers.

Prioritise your tasks and the unexpected.

Increase personal and team productivity to achieve a greater work/life balance.

Length



Effective Feedback Skills

LE_EIM_EFS

This is a highly interactive course which will give opportunity to practise giving and receiving feedback in the workplace.

This one-day course gives you the core skills that will help develop confidence to deliver and receive feedback effectively. Using a simple seven-step technique this course provides plenty of practical opportunities to develop this essential skill for a workplace professional.

Class size

Min 8 Max 12

Target Audience

Any individual who has to give feedback as part of their role. This course will also cover how to receive feedback effectively.

Learning Objectives

Define feedback and when it should be used.

Deliver appropriate feedback to your colleagues in a range of situations.

Give balanced feedback using a seven-step feedback model.

Build rapport and empathy with your colleagues in feedback situations..

Length




CC_CM_CMLM_EN

Today's ever-changing environment and its increasing speed and frequency of change leads to multiple IT and Business Transformation Programs and Projects which creates a need for permanent Organizational & Business alignment/transformation and Management of continuous impact on people. Change Management is a key factor to overcome these challenges when dealing with people.

Often the need to lead Change by Line Managers is underestimated and seen as part of the project work. Change Management is needed during project implementation and in particular in the operational environment.

This Change Management training will help Line Managers to get more inside on Change Management, on their role regarding changes and how to lead their teams through periods of change to ensure accelerated adoption of changes in their teams.

Class size

Min 6 Max 12

Target Audience

Line Managers

Length

1 day course

Learning Objectives

Sensitize the Line Mgrs. about Change Management impacts and needs

Enable attendees to 'MAKE IT WANTED', 'MAKE IT HAPPEN' and 'MAKE IT STICK'

Understand the urgency for change and its link to the team strategy and daily operational work

Take necessary steps to lead the change

Identify impacts, risks and to reduce resistance and to enhance willingness & ability to change the link between the organizational structure, people motivation/engagement and level of productivity

Enable Line Managers to understand people reaction on change and to foster readiness, adapt managerial practices with a faster pace of change

Know what are the organizational enablers to support sustainable changes


Influencing and Persuading for Managers

LE_EIM_IPM_EN

This highly interactive and practical two-day course will enable you to understand and develop your primary influencing and persuading style to enable you to communicate confidently and professionally without undermining your personal integrity.

You will build a toolkit that will enable you to recognise other people's primary influencing and persuasion styles and how to adjust your style to move issues and situations forward without pushing, forcing or telling others what to do. From start to finish, this course is about the 'how to' approach and is focused on daily issues and problems we all face as a manager of a varied team..

Class size

Min 8 Max 12

Target Audience

This course is mandatory for all new managers

Length

2 day course

Learning Objectives

Fully understand your primary influence and persuasion style and how it impacts others.

Develop a strategy that will assist when communicating with others to achieve your ideal outcome.

Use enhanced persuasion skills to act as an opinion shaper amongst your colleagues.

Develop a practical toolkit that will aid handling difficult people and situations.

Understand and apply the core principles of negotiation.

2.2 Leadership Essentials

Strategic Management

LE_LE_SM_EN

The content focuses on

the different concepts of strategy and its implementation in a complex internal and external

securing commitment for implementation: forming necessary alignments, balance trust and control and communicate effectively to achieve success

A workbook will be provided to the participants


Class size

Min 8 Max 12

Target Audience

Managers and Leaders

Length

2 day course

Learning Objectives

Gain conceptual clarity around strategy, strategic thinking and strategic management

Apply those concepts to participants' personal context

Be aware of different approaches to dealing with complexity

Know where to focus the energy in implementing strategy

Understand the importance of building relationships and communication for effectively implementing strategy

Know about essential roadblocks to achievement


3. Culture Change 3.1 Business and Financial Acumen

Finance for Non-finance Employees and Managers

FN_F_FFNFM Straightforward and no-nonsense, this course enables you to get straight to the heart of financial issues, demystifies financial information and gives you confidence and control when making financial decisions. This two-days overview course has won praise for the straightforward way in which it untangles the web of mystery that surrounds financial and management accounting in the eyes of many non-financial managers. By so doing it enables them to understand and manage the impact of their decisions on business results, interact more productively with their finance-based colleagues and exert greater influence on decision making in their organisation. Class size Min 8 Max 12 Target Audience Suitable for managers who want to gain a clear understanding of the fundamentals of business finance and the financial implications of decisions they make. Learning Objectives The Nature and Purpose of Accounting Profit and Loss Accounts, Balance Sheets and Cash Flow Statements Managing Finance Understanding Management Accounting Including Budgeting Length 2 days interactive workshop


3.2 Change Management


CC_CM_CMLM_EN

Today's ever-changing environment and its increasing speed and frequency of change leads to multiple IT and Business Transformation Programs and Projects which creates a need for permanent Organizational & Business alignment/transformation and Management of continuous impact on people. Change Management is a key factor to overcome these challenges when dealing with people.

Often the need to lead Change by Line Managers is underestimated and seen as part of the project work. Change Management is needed during project implementation and in particular in the operational environment.

This Change Management training will help Line Managers to get more inside on Change Management, on their role regarding changes and how to lead their teams through periods of change to ensure accelerated adoption of changes in their teams.

Class size

Min 6 Max 12

Target Audience

Line Managers

Length

1 day course

Learning Objectives

Sensitize the Line Mgrs. about Change Management impacts and needs

Enable attendees to 'MAKE IT WANTED', 'MAKE IT HAPPEN' and 'MAKE IT STICK'

Understand the urgency for change and its link to the team strategy and daily operational work

Take necessary steps to lead the change

Identify impacts, risks and to reduce resistance and to enhance willingness & ability to change the link between the organizational structure, people motivation/engagement and level of productivity

Enable Line Managers to understand people reaction on change and to foster readiness, adapt managerial practices with a faster pace of change

Know what are the organizational enablers to support sustainable changes


Change Management for Project Managers

Today's ever-changing environment and its increasing speed and frequency of change leads to multiple IT and Business Transformation Programs and Projects which creates a need for permanent Organizational & Business alignment/transformation and Management of continuous impact on people. Change Management is a key factor to overcome these challenges with the least possible impact. It will helps Project and Program Managers to understand the impacts of change, derive the right actions, communicate in the best possible way, involve all stakeholders to enable optimal time to market. Class size Min 6 Max 12 Target Audience Program and Project Managers Length 3 days course Learning Objectives Enable you to 'MAKE IT WANTED', 'MAKE IT HAPPEN' and 'MAKE IT STICK' by Understanding the needs for change Taking the necessary steps to define a Change Management roadmap and to drive initiation, preparation, implementation and run phase Identify impacts, risks and drive needed actions to reduce resistance and to enhance willingness & ability to change Defining respective metrics to measure adoption Transferring ownership


3.3 Communication

3.3.1 Presentation Skills

Projecting Credibility Plus (Also available in French)

Whether you are meeting one-on-one with customers, interacting with colleagues, or delivering a formal presentation, appearing credible and confident will significantly raise your effectiveness. Through a combination of online instruction, live training, on-camera feedback, and practice drills, this program will increase your awareness of your personal presentation style while providing you with a clear and practical path for improvement. The Projecting Credibility Plus program includes several self-directed homework assignments and a 1.5-day live group workshop delivered by an EH Academy certified trainer. Class size Min 5 Max 6 Target Audience This course is mandatory for all IMM speakers, and is adapted to anyone who would like to improve their presentation skills. What is the program for this course? Self-evaluation Checklist Skill Drills Targeting Your Message Best Practices for Presenting with Slides Presentation Logistics Thinking-On-Your-Feet Games The Flag Game Checklist Practicing Strategies Action Plan Length 1.5 days Languages English, French


Apex (Also available in French and Italian)

The course focuses on the key skills and techniques required to construct and deliver successful presentations with confidence in formal and informal situations. The starting point of every presentation is to ask 'what is in it for my audience?' On this basis participants will practice several kinds of presentations and improve their personal style as well as the written content of the slides. The course will include many practical exercises with comprehensive feedback from the participants. Pre-work: Please bring with you one of your business presentations that you are due to give later this year. Class size Min 6 Max 8 Target Audience 100 % client facing jobs 100 % communications Anybody who presents on a regular basis Learning Objectives This course is organised at regional level. For further information or to express an interest in taking the course, please get in touch with your relevant regional contact Length 2 days Languages This course is available in English, French and Italian


3.4 Learning & Development

Train The Trainer - The Essential Skills - Coached E-learning Program

CC_LD_TTTES_EN This programme includes interactive online e-learning modules with telephone coaching to help consolidate the learning. Created so that the topics learnt can be immediately applied, the addition of coaching ensures you get a very efficient yet personalised experience. The e-learning course is 4 hours in length and then it is followed by an additional two hours of one to one training. The trainer will contact the participant to introduce themselves and they will schedule the extra training directly. Class size Min 1 Max Individual Target Audience This course is for everyone who is involved in designing and delivering training programmes. Learning Objectives By the end of this programme you will be able to: Adapt training content to fit participants' learning needs Establish and meet training objectives Select relevant training methods Implementing best practices when faced with difficult situations Length 4 hours of Elearning followed by 2 hours of 1-2-1 Training


3.5 Personnal Productivity

Communication and Teamwork for all

LE_EIM_CTNM The way you interact with others can be the key to your workplace success. Communicating under pressure, managing challenging relationships or looking to build lasting rapport, your style and interpersonal skill can make or break your chances of being effective. In this programme you learn how to capitalise on your existing skills, fine-tune your approach and build a strategy for communication with real impact. Everything we do is participative and interactive. There will be work in pairs, small group work, processes and exercises designed to stimulate, challenge and develop your knowledge and skills. There is even some fun!

Class size

Min 8 Max 12

Target Audience

All employees who wish to improve their communication and teamwork skills

Learning Objectives

Improve your communication skills with different kinds of people and in different situations

Reduce problems with communication, particularly in relation to clarity, summarising & checking, appreciating the style of others and following-up

Understand the importance teamwork, and play your part in improving it

Understand different team roles, and how to apply them

Develop more effective team-working, which means helping you, your colleagues and your customers

Length



3.6 Languages learning paths

Language Path 1: Elearning Access With Cyber Teachers Coach

CC_L_LP1 This learning path gives you access to a complete online program for business language learning through CyberTeachers platform. It generates lessons that are customized to each individual's level, professional needs and areas of interest. This training will also allow you to obtain immediate individual assistance from a teacher on a specific topic. This can be done either via chat or video call. Class size One to one training Target Audience All Levels. An assessment test will determine your level in the beginning of the program With this program you will be able to: Have an active language acquisition For each level, an appropriate balance and range of activities and learning tools support learners and engage them in the learning process. Reach your goals faster Each e-Lesson builds knowledge and provides opportunities to use the language in professional contexts. Strengthen your on-the-job language skills The program focuses on practice in context through interactive dialogues and writing activities set in authentic professional scenarios. Length 6 month licence Languages English, French, German, Italian, Spanish, Dutch and other langauges available on request


Language Path 2: Elearning Access With Cyber Teachers Coach + 10 Hours Phone Private Lessons

CC_L_LP2 This learning path gives you access to a complete online program for business language learning through CyberTeachers platform. It generates lessons that are customized to each individual's level, professional needs and areas of interest. This training will also allow you to obtain immediate individual assistance from a teacher on a specific topic. This can be done either via chat or video call. This path combines the online program with private phone lessons. It is recommended for those who need intensive work on oral communication. Class size One to one training Target Audience All Levels. An assessment test will determine your level in the beginning of the program With this program you will be able to: Have an active language acquisition For each level, an appropriate balance and range of activities and learning tools support learners and engage them in the learning process. Reach your goals faster Each e-Lesson builds knowledge and provides opportunities to use the language in professional contexts. Strengthen your on-the-job language skills The program focuses on practice in context through interactive dialogues and writing activities set in authentic professional scenarios. Progress at your own pace and receive immediate, specific feedback from the instructor. Length 6 month licence and 10 hours of Private Phone Lessons Languages English, French, German, Italian, Spanish, Dutch and other langauges available on request


Language Path 3: E-learning Access with CyberTeachers Coach and Private face to face lessons

CC_L_LP3 This learning path gives you access to a complete online program for business language learning through CyberTeachers platform. It generates lessons that are customized to each individual's level, professional needs and areas of interest. This training will also allow you to obtain immediate individual assistance from a teacher on a specific topic. This can be done either via chat or video call. This path combines the online program with private phone lessons. It is recommended for those who need intensive work on oral communication. Class size Min 2 Max 4 Target Audience All Levels. An assessment test will determine your level in the beginning of the program With this program you will be able to: Have an active language acquisition For each level, an appropriate balance and range of activities and learning tools support learners and engage them in the learning process. Reach your goals faster Each e-Lesson builds knowledge and provides opportunities to use the language in professional contexts. Strengthen your on-the-job language skills The program focuses on practice in context through interactive dialogues and writing activities set in authentic professional scenarios. Progress at your own pace and receive immediate, specific feedback from the instructor. Length 6 month licence and 10 hours of Private Face to face Lessons Languages English, French, German, Italian, Spanish, Dutch and other langauges available on request


Language Path 4: Elearning Access With Cyber Teachers Coach + 15 Hours Of Collective Lessons

CC_L_LP4 This learning path gives you access to a complete online program for business language learning through CyberTeachers platform. It generates lessons that are customized to each individual's level, professional needs and areas of interest. This training will also allow you to obtain immediate individual assistance from a teacher on a specific topic. This can be done either via chat or video call. This path combines the online program with collective face-face lessons. It is recommended for those who need intensive work on oral communication and those who prefer to interact with others when they are learning. Class size One to one training Target Audience All Levels. An assessment test will determine your level in the beginning of the program With this program you will be able to: Have an active language acquisition For each level, an appropriate balance and range of activities and learning tools support learners and engage them in the learning process. Reach your goals faster Each e-Lesson builds knowledge and provides opportunities to use the language in professional contexts. Strengthen your on-the-job language skills The program focuses on practice in context through interactive dialogues and writing activities set in authentic professional scenarios. Progress at your own pace and receive immediate, specific feedback from the instructor. Length 6 month licence and 15 hours of Collective Face to Face lessons Languages English, French, German, Italian, Spanish, Dutch and other langauges available on request


Webinar


3.7 Culture Change

3.7.1 IT End User

3.7.1.1 Powerpoint

Creating a Presentation

CC_EU_PW_CP

This individual virutal training session, carried out in a group and led by an expert trainer enables you to learn how to use Microsoft PowerPoint.

Through the use of specific exercises, your trainer will teach you the best strategies for using the software, and deliver the « best practices” enabling you to apply the functions according to your operational objectives.

An application exercise will allow you to experiment and put into practice your new knowledge of the software in your own work environment.

It is possible to carry out an initial audit to help confirm your choice of training session or if you wish to take part in several different sessions.

Class size

One to one training

Target Audience

End users looking to acquire basic PowerPoint

This training will help you discover the possibilities of PowerPoint to create slides and create a simple presentation using a specific method.

This programme will cover the following topics:

Using PowerPoint views

Opening an existing presentaion; creating a presentation

Using help: Presentation Wizard, templates, new presentations

Page setup

Adding and customizing headers and footers

Using PowerPoint Outlining

Formatting text

Using normal view

Using Slideshow mode

Length

2 hours

Languages

English, French, German, Italian, Spanish, Portuguese and Dutch


Completing a Presentation

CC_EU_PW_CPP





Class size

One to one training

Target Audience

People who already use PowerPoint and want to explore the possibilities of PowerPoint to create attractive slides.

This training will allow you to complete your slides with drawings, diagrams, objects and discover the slide master.

.


Adding a slide

Using the slide master: modifying header and footer, add your logo

Drawing and editing and aligning shapes

Creating a floatchart using SmartArt

Drawing connectors in PowerPoint

Using Hyperlinks and Action Buttons

Length

2 hours

Languages



Finalizing a Presentation

CC_EU_PW_FP





Class size

One to one training

Target Audience


This training will allow you to integrate graphics and multimedia elements into your presentations


Inserting and formatting Pictures

Using SmartArt

Inserting Excel data, with or without link/s

Inserting a chart

Adding Audio and Video

Viewing Your Speaker Notes While Delivering A PowerPoint

Presentation On Multiple Monitors

Length

2 hours

Languages



Master Slides and Templates

CC_EU_PW_MST





Class size

One to one training

Target Audience


This training will allow you to optimize your presentations by creating slides that use styles and templates to produce a professional presentation.


Using the slide sorter

Managing slides

Using the master slides: master Layout

Creating a new custom layout

Appling Slide Background Styles

Creating and saving a PowerPoint template

Applying a PowerPoint template to an existing presentation

Add a slide from another presentation file

Length

2 hours

Languages



Slideshow and Speaker Tools

CC_EU_PW_SST





Class size

One to one training

Target Audience


This training will allow you to create and manage a professional slide show as a multimedia presentation


Using the slide sorter

Hide a slide in the presentation

Managing the slideshow:

Transitions

Animating texts, images, objects

Custom Slideshow

Insert hypertext links and action buttons

Preparing a presentation handout

Length

2 hours

Languages



Increasing the Impact of Presentation

CC_EU_PW_IIP





Class size

One to one training

Target Audience

People who already use PowerPoint and want to explore the possibilities of PowerPoint to present attractive slide show.


Choosing the type of slide

Choosing fonts and colors

Choosing a chart based on objectives

Organizing your presentation: the scenario

Animating the presentation

Length

2 hours

Languages



3.7.1.2 Excel

Creating Excel tables quickly

CC_EU_EX_CTQ

This individual virtual training session, led by an expert trainer enables you to learn how to use the different functions of Excel.

Through the use of specific worksheet exercises, your trainer will teach you the best strategies for using the software, and deliver the « best practices” enabling you to apply the functions according to your operational objectives.



Class size

One to one training

Target Audience

End-users seeking to attain competency in Microsoft Excel

This training is suitable for you if you wish to be up to date and / or produce documents with simple calculations


Edit and enter data in a worksheet

The construction of formulas using operators

Auto sum function

Copy the formula

Copying and Moving Cells

Length

2 hours

Languages



Formating and page layout

CC_EU_EX_FL

This individual virtual training session led by an expert trainer enables you to learn how to use the different functions of Excel.




Class size

One to one training

Target Audience

End-users seeking to attain competency in Microsoft Excel.

This training will optimize and enhance your documents by formatting cells and a layout of your documents


Adding and deleting rows and columns

Selecting cells

Specific selections with the tool : Finding and selecting

Formatting cells

Insert text boxes

Page layout

Printing

Length

2 hours

Languages



Excel calculation functions

CC_EU_EX_CF





Class size

One to one training

Target Audience

End-users seeking to attain competency in Microsoft Excel.

This training will allow you to discover and exploit the Excel calculation functions


Auto sum function

Absolute and relative references (freeze / name a cell)

Calculations of %

Wizard function

The AutoComplete function

Select functions AVERAGE(), MAX(), AND MIN(), COUNT(), COUNTA(), COUNTBLANCK()

Multiple arguments functions: PMT (), COUNTIF ()

Length

2 hours

Languages



Excel Specific tools & functions

CC_EU_EX_STF





Class size

One to one training

Target Audience

Microsoft Excel users who want to use functions other than basics functions

This training will allow you to discover and exploit advanced functions and functionalities


Find/replace

Forums and wizard

text functions : LEFT(), RIGHT(), MID(),TEXT(),CONCATENATE(),VALUE(),

Date functions: DATEDIF(),WORKDAY(),EOMONTH(),YEAR(), NETWORKDAYS.INTL()

Math & Trig functions: ROUND(),INT()…

Financial functions: PMT(), PV(),RATE(),NPER()

Text to column

Matrix functionsLength

Length

2 hours

Languages



Work on multiple sheets in a workbook

CC_EU_EX_WMS





Class size

One to one training

Target Audience

Excel user wishing to operate and manage sheets in a workbook.

This training will enable you to use the data from several sheets of the same workbook and modify multiple sheets at the same time.


Insert, delete, copy, move worksheets

Direct access on a worksheet of a workbook

Editing, updating, printing multiple sheets at once

Creating external reference (link)

Use the Paste Special dialog (link)

Calculate formulas across worksheets

Using formula over multiple sheets.

Protect cells, worksheet and workbook

Length

2 hours

Languages



Using a list

CC_EU_EX_UL





Class size

One to one training

Target Audience

Excel users of all levels wishing to operate and manage lists of data in Excel.

This training will enable you to use a list for filtering, sorting and using subtotals functionality


Structure of a list

Formatting table

Freeze pane and print titles

Outlining data in Excel

Sorting

Filtering

Length

2 hours

Languages



Creating and editing charts

CC_EU_EX_CEC





Class size

One to one training

Target Audience

Excel users of all levels who want to create charts in Excel.

This training will allow you to create and edit graphics to illustrate and summarize the data in your tables


Creating a chart with the Chart Wizard

Axis choices

Editing charts

Add, remove or change chart elements

Formatting and printing a graphic

Placing Charts in Excel

Sparklines

Modifying a charts

Length

2 hours

Languages



Consolidate in Excel

CC_EU_EX_CE





Class size

One to one training

Target Audience

Excel users mastering the basic functions of Excel and wishing to exploit the conditional calculation functions


What can we consolidate?

Consolidate by position

Consolidate by category

Link to another data source

Consolidate multiple worksheets into one PivotTable report

Refresh multiple tables

Length

2 hours

Languages



Logical functions





Class size

One to one training

Target Audience

Excel users mastering the basic functionality of Excel and wishing to consolidate data from different sheets and synthesizing several tables.


Conditional formatting

Relative and Absolute Cell Reference

IF, nested IF, IF with functions AND() OR()

SUMIF() and COUNTIF() functions

(SUMIFS) and (COUNTIFS) functions

(IFERROR) function

Length

2 hours

Languages



Lookup & references functions

CC_EU_EX_LRF





Class size

One to one training

Target Audience

Excel users mastering the basic functions of Excel and wishing to discover and exploit the Lookup and reference functions to search and process data in tables.


Relative and Absolute Cell Reference

Defining and using names in formulas

VLOOKUP() and HLOOKUP()functions

IFERROR() function

INDEX() function

MATCH() function

HYPERLINK() Function

Goal seek

Scenario manager

OFFSET() function

Length

2 hours

Languages



Sorting, filtering and Pivot Table

CC_EU_EX_SFPT





Class size

One to one training

Target Audience

Excel users mastering the basic functions of Excel and eager to discover and exploit Pivot Tables.

This training will allow you to make dashboards using pivot tables for analysis, comparisons and statistics.


Data validation

Text to column

Advanced filter

Naming a database

Removing duplicates

SUBTOTAL() function

Database functions: DSUM() DAVERAGE()

Insert a Pivot Table

Change functions in PivotTable reports

Change the layout and format of a PivotTable report

Hiding rows or columns of a PivotTable report

Slicers

See the values behind a pivot field

Create Calculated Field or calculated element in Pivot Table

GETPIVOTDATA() function

Length

2 hours

Languages



Advanced Charts

CC_EU_EX_AC





Class size

One to one training

Target Audience

Excel users already mastering the basic graph functionalities.

This training will enable you to use all the possibilities of Excel charts: combination of graphics, multiple scale charts, customization…


Inserting objects into a chart

Adding external objects to a chart in MS Excel

Creating a chart from several tables

Creating specific charts ( )

Combination charts

Two-axis charts

Creating a chart template

Creating a chart from a large amount of data

Chart and pivot tables

Creating a summary report with a chart

Length

2 hours

Languages



3.7.1.3 Digital Happy Hours

Digital Happy Hour: Prezi

DHHPEH16

Enhance your presentations and build easy communications using an alternative tool than Powerpoint!

Prezi is a cloud-based presentation software based on a software as a service model. The product employs a zooming user interface (ZUI), which allows users to zoom in and out of their presentation media, and allows users to display and navigate through information.

More about Prezi? Check the website please visit https://prezi.com/

Target Audience

All EH Employees


During this workshop you will be able to discover Prezi's interface, the basic functionnalities that will allow you to build your own prezi interactive presentation.

Length

1.5 hours

Languages

English

https://prezi.com/


Elearning


4. Onboarding Programme for Newcomers

4.1 Mandatory Trainings for all

EH Information Security Training (Available in 3 languages)

_SCORM12_EH_ITE English 40 mins This training is intended to explain the key principles of our information security policy. The trust of our customers and partners on our ability to secure the information their share with us is crucial for our business. This training module has been made available across the Allianz Group companies. It lays out the key expectations of Allianz as well as Euler Hermes to help prevent information security incidents in our everyday interactions. This module is also available in French, Italian, German, Dutch, Polish, Spanish.

Preventing Corruption And Fraud

_SCORM12_EH_A02 English 40 mins This training is intended to raise awareness and drive consistency in approaches to combat fraud and corruption. Integrity is a cornerstone of our culture and our success in the long run. This training module has been made available across the Allianz Group companies. It lays out the key expectations of Euler Hermes to help prevent corruption and fraud in our everyday interactions. This module is also available in Arabic, Czech, Dutch, French, German, Greek, Hungarian, Italian, Polish, Portuguese (Brazilian and Portuguese), Romanian, Russian, Slovak, Spanish, Turkish.

Conflict of Interest

_SCORM12_EH_COI English 40 mins The reputation of Euler Hermes Group is based on the trust which the clients, shareholders, employees, regulatory authorities and the general public have in the integrity of the Group. It is of the utmost importance that all employees recognize and avoid situations that involve, or could involve a conflict of interest between their personal interests and those of the Group. This module is also available in French, Italian, German, Dutch, Polish, Spanish.

Solvency II - NEWSl

_SCORM12_EH_SII English 30 mins This elearning is about the basics of Solvency II at Euler Hermes.

It is structured in 3 main parts:


The concepts underlying the Solvency II reform

What is solvency?

What is a risk?

What is risk management?

The Solvency II reform

What is a solvency regime?

The chief advances of the Solvency II reform

Risk classification

The timeline of the Solvency II reform

The risk governance framework at Euler Hermes

Risk management

Governance principles

Solvency II and other solvency regimes around the worldIt is of the utmost importance that all employees recognize and avoid situations that involve, or could involve a conflict of interest between their personal interests and those of the Group.

This module is also available in French, Italian and German


4.2 For Managers- Recommended trainings

Leadership Essentials: Motivating Employees

lead_05_a01_bs_enus English 1 hour Imagine what your organization would be like if you and your colleagues were not motivated. Motivation is what drives people to accomplish things, whether it be small tasks or large undertakings. Without motivation, things simply would not get done. The ability to create an environment that encourages motivation takes both practice and skill as it's not a quality inherent in most people. As a leader, your capacity for motivating plays a key element in the success of your organization. This course provides you with an understanding of why motivating strategies are important as a leader. It also provides you with practical techniques for encouraging motivation among employees in your organization. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Using Feedback to Improve Team Performance

team_02_a05_bs_enus English 1 hour A crucial component of optimal team performance is the ability of all team members to openly express their ideas, goals, and needs, as well as share thoughts about each other's performance – both positive and negative. The same principle applies when it comes to receiving feedback. It's far better to hear the truth directly than to assume your performance is the best it can be. In this course, you'll learn how to deliver feedback to other members of your team using a direct, honest, and assertive style that strives to eliminate uncertainty. You'll also learn techniques to help you receive and process feedback provided by other team members. Mastering this feedback loop provides an opportunity to grow as an individual, as well as improve team performance as a whole.

Establishing Team Goals and Responsibilities

team_02_a02_bs_enus English 1 hour All individuals have strengths that allow them to achieve goals consistently and successfully. In a team setting, those individual strengths can combine to lead the whole team to success, or they can create conflict and tension. To harness individual strengths and personalities, you need solid ground rules for the team. You also need to allocate roles and responsibilities for maximum efficiency. This course outlines initial steps that should be performed when building a team; including establishing the team goal and assigning roles to individual team members in a way that ensures the team will collectively meet its goal. The course also discusses the importance of fully understanding one's responsibilities and how the various roles work together to achieve the goal.


4.3 For All - Recommended trainings

Understanding Unconscious Bias Part 1

_SCORM12_EH_UB1 English 40 mins The premise of this training is that unless we explore the nature of relationships, perceptions and prejudices we will never make sufficient progress to create truly diverse and inclusive organisations. It is based on the fact that we are all biased. That is everyone, without exception. This training is intended to enable us to improve the quality of our decision-making, ensuring that we eliminate irrelevant factors that may influence our conclusions. Understanding Unconscious Bias provides an overview of unconscious bias in terms of how it affects you and others. You will see a number of experiments which help illustrate the way our perceptions filter information and how this impacts on what we see and hear, what we fail to see and hear, and the judgements we make. Becoming more aware of how our brains are wired can help us understand that 'trusting our instincts' can lead to poor decision-making. Once we acknowledge our bias, we can consciously take action to reduce its influence.


_SCORM12_EH_UB2 English 40 mins The premise of this training is that unless we explore the nature of relationships, perceptions and prejudices we will never make sufficient progress to create truly diverse and inclusive organisations. It is based on the fact that we are all biased. That is everyone, without exception. This training is intended to enable us to improve the quality of our decision-making, ensuring that we eliminate irrelevant factors that may influence our conclusions. Bias at Work covers bias at work through a series of drama scenarios. The scenarios will help you understand how unconscious bias can impact on the workplace and on working relationships. Although the organisation is fictitious and the context is specific, the human interactions are quite universal, and you'll learn a lot about biases, and how to counteract biases by studying how these people are interrelating with one another. Addressing Bias provides guidance on how to address bias in specific situations including recruitment, performance reviews/appraisals, induction of new team members and mentoring. The section also explores practical measures to help eliminate the impact of bias in these situations within your own organisation.


Getting Results without Direct Authority: Building Relationships and Credibility

comm_27_a01_bs_enus English 1 hour How can you get results if you don't have authority? Cultivating relationships and establishing credibility are necessary, because they allow you to influence others. If you have effective influencing skills, you'll be able to get what you need or want from others – whether it's your boss, a peer, or someone in a completely different department. Effective influencing, however, requires that you know how to build good relationships, and that you have credibility. You won't be able to ask someone for help if you have antagonized that person, or if you haven't followed through on promises you made. In this course, you'll learn how to develop relationships and build credibility so that you can get the results you need at work. You'll also find out how being able to influence others benefits you.


5. Functional 5.1 Finance

Principles of Accounting and Finance for Non-financial Professionals

fin_02_a01_bs_enus English 1 hour Finance and accounting are at the heart of every business. These functions deal with recording, summarizing, and analyzing financial information across all departments for decision making, directing, and controlling their resources and activities. Every activity or non-activity in an organization has financial implications and financial acumen is expected at every organizational level. Professionals and functional managers in every department and functional area should have a certain amount of comfort and familiarity with the basic accounting and financial concepts, processes and practices so that they can use it to better manage and control their activities and make decisions that support organization's larger goals. This course aims at familiarizing non-financial professionals with basic accounting and financial concepts. You are introduced to key finance and accounting terms and concepts such as the accounting equation, accrual-based accounting, financial risks and returns, and basic accounting principles. This course also takes you through the steps in the accounting process and helps you recognize how business transactions affect various financial statements and the bottom-line of your business.

The Income Statement (EN/DE versions)

fin_03_a06_bs_enus English 1 hour Financial statements show the financial performance of an organization. They are comprised of the Income Statement, the Cash Flow Statement, and the Balance Sheet, and are used both internally and externally by a variety of users. The Income Statement can also be referred to as profit and loss statement or statement of operations, and is one of the most important financial statements. It shows the profitability of a company during a specified accounting period. This course aims to familiarize you with the Income Statement and give you an understanding of how it interacts with other financial statements. You'll be taken through the various components of the Income Statement and taught hands-on knowledge of how to calculate gross profit, operating income, and net income. Finally, the course presents how common business transactions affect the Income Statement and how it interacts with other financial statements.

Die Gewinn- und Verlustrechnung (DE)

fin_03_a06_bs_de German 1 hour Die Finanzberichte zeigen die Finanzleistung eines Unternehmens an. Sie bestehen aus der Gewinn- und Verlustrechnung (GuV-Rechnung), der Kapitalflussrechnung und der Bilanz, und sie werden von vielen Personenkreisen innerhalb und außerhalb des Unternehmens genutzt. Die Gewinn- und Verlustrechnung, auch als GuV-Rechnung, Erfolgsrechnung oder Ergebnisrechnung bezeichnet, gehört zu den wichtigsten Finanzberichten. Sie zeigt die Rentabilität eines Unternehmens in einer bestimmten Periode. |n |n Dieser Kurs soll Ihnen die GuV-Rechnung näherbringen und ihre Beziehung zu anderen Finanzberichten erläutern. Sie lernen die verschiedenen Positionen der GuV-Rechnung und wie der Bruttoertrag, das Betriebsergebnis und der Reingewinn berechnet werden. Zum Schluss wird gezeigt, wie sich häufige Geschäftsvorfälle auf die GuV-Rechnung auswirken und in welcher Beziehung sie zu den anderen Finanzberichten steht.


The Balance Sheet

fin_03_a07_bs_enus English 1 hour The Balance Sheet is arguably the most important of all financial statements. It is a financial snapshot of a company's health at a specific point in time as measured in terms of assets, liabilities, and owners' or shareholders' equity. It allows you to see what a company owns as well as what it owes to other parties. People who might be interested in the Balance Sheet include creditors, investors, company management, suppliers, customers, competitors, government agencies, and analysts. The Balance Sheet is closely connected to the other key financial statements – the Income Statement and Cash Flow Statement. This course walks you through a Balance Sheet and its key components. It also illustrates how common transactions affect the Balance Sheet with the help of accounting examples. It also teaches you how to prepare a Balance Sheet and how the Balance Sheet interacts with other financial statements.


5.2 MMCD

5.2.1 Sales Skills

Gute Kundenbeziehungen aufbauen (DE only)

sale_01_a04_bs_de German 1 hour Der Aufbau guter Kundenbeziehungen ist für einen anhaltenden Verkaufserfolg sehr wichtig. Der wichtigste Aspekt einer erfolgreichen Entwicklung und Förderung dieser Beziehungen besteht darin, die Bedürfnisse des Kunden und den Wert für den Kunden zu erkennen. Der Aufbau von Kundenbeziehungen stellt jedoch keine einfache Aufgabe dar. Sie benötigen eine sehr gute Kommunikationsfähigkeit und eingehende Kenntnisse darüber, wie Ihre Kunden operieren, welche strategische Richtung sie verfolgen und wie Sie sie dabei unterstützen können, ihr Ziel zu erreichen. In diesem Kurs lernen Sie, wie Sie Ihre Kunden besser verstehen, Ihre eigene Glaubwürdigkeit erhöhen und wie Sie sich selbst für einen langfristigen Erfolg positionieren können, indem Sie andauernde und wertvolle Geschäftsbeziehungen aufbauen.

Solution Selling: Neue Chancen schaffen (DE only)

sale_03_a03_bs_de German 1 hour Für die meisten Vertriebsprofis sind die Neukundengewinnung und die ersten Verkaufsgespräche ein wichtiger Bereich ihrer Arbeit. Das bedeutet aber nicht, dass er einfach wäre. Die Gesprächsführung zur Neukundengewinnung ist eine der anspruchsvollsten Fähigkeiten. Potenzielle Kunden sind sich ihrer Bedürfnisse nicht immer bewusst und mögen es oft nicht, wenn ihnen eine unbekannte Person ihre Probleme aufzeigt. Der Vertriebsprofi hat die Aufgabe, potenzielle Probleme zu erkennen, sich auf taktvolle und angemessene Weise an einen Kunden zu wenden, die richtige Lösung zu ermitteln und sie auf interessante Weise vorzustellen, sodass der Kunde eine fundierte Entscheidung treffen kann. In diesem Kurs wird beschrieben, wie Sie Verkaufschancen angehen, wenn der Bedarf des Kunden unausgesprochen oder unklar ist, dazu gehören Nachforschungen über das Kundenunternehmen, die Ermittlung potenzieller Probleme und die Unterstützung des Kunden in der Analyse des Problems und der entsprechenden Lösung. Sie erwerben die Fähigkeiten, die Sie benötigen, um Planung und Recherche zu betreiben, den Kundenbedarf zu ermitteln und um die Kunden dazu zu bewegen, ihre geschäftlichen Probleme offen anzuerkennen und darüber zu sprechen. Außerdem erlernen Sie einige grundlegende Berechnungen, die sicherstellen, dass Ihre Lösungen sowohl für Sie als auch für Ihre Kunden finanziell von Vorteil sind.

Solution Selling: Creating New Opportunities (EN only) - NEW

sale_03_a03_bs_enus English 1 hour For most sales professionals, prospecting for new customers and making those initial sales calls is a big part of their job. But that doesn't mean it's easy. Conducting prospecting calls is one of the most difficult skills to learn. Potential customers aren't always aware of their needs and often don't appreciate a stranger pointing out their problems. It's the job of the sales professional to recognize potential pain, approach each customer in a tactful and appropriate manner, determine the right solution, and present it in an engaging way that helps the customer make an informed decision. This course explains how to approach sales opportunities when the customer's need is unexpressed or unclear, including how to research a customer's business, identify potential problems, and guide the customer through an exploration of


the problem and solution. You'll learn skills needed to carry out planning and research, diagnosing a customer's need, and enticing customers to acknowledge and speak openly about their business problems. And you'll learn some basic calculations used to ensure your solutions are financially beneficial to both you and your customers.

5.2.1 Products-France

A La Découverte Des Clients Et Solutions

_scorm12_eh_PS1 French 15 mins Ce module vise à présenter à l'ensemble des collaborateurs EH France les produits et services commercialisés par l'entreprise, ainsi que les canaux de distribution permettant de répondre aux besoins du marché. Ce module doit permettre de comprendre et d'expliquer de façon simple quels sont les produits et services commercialisés par EH France, et à quels besoins ils respondent.

A La Découverte Des Clients Et Solutions : La Caution

_scorm12_eh_PS2 French 15 mins Ce module vise à ré expliquer de façon ludique les différents types de cautions proposés par Euler Hermes, et de cibler de façon fine quand proposer l'une ou l'autre de ces cautions. Ce module doit compléter les actions de formations menées. Le collaborateur doit être à l'aise pour proposer la solution adaptée aux besoins du client.

A La Découverte Des Clients Et Solutions: L'Assurance Crédit et Cover One

_scorm12_eh_PS3 French 15 mins Ce module vise à ré expliquer de façon ludique la différence entre l'assurance crédit et cover one, et de cibler de façon fine quand proposer l'un ou l'autre de ces produits. Ce module doit compléter les actions de formations menées. Le collaborateur doit être à l'aise pour proposer la solution adaptée aux besoins du client.

A La Découverte Des Clients Et Solutions : de Fraude

_scorm12_eh_PS4 French 15 mins Ce module vise à ré expliquer de façon ludique les différents types de protection contre la fraude proposés par Euler Hermes, et de cibler de façon fine quand proposer l'une ou l'autre de ces protections. Ce module doit compléter les actions de formations menées. Le collaborateur doit être à l'aise pour proposer la solution adaptée aux besoins du client.


5.2.2 Trade Credit Insurance and RWA Optimization

Diagnostic Assessment

_ scorm12_EH_CR4 English 10 mins This is a diagnostic assessment. You will be asked questions to determine your understanding of the subject matter. The results will indicate which modules of the course you will need to take.

Module 1: The Euler Hermes Value Proposition For Banks

_ scorm12_EH_CR1 English 20 mins Banks provide a big opportunity for us at Euler Hermes, both as potential customers and distribution partners. This module takes you through the various ways we work with banks, our value proposition and how these combine into the EH Bank Strategy.

Module 2: Basel Regulation And RWA Optimisation

_ scorm12_EH_CR2 English 60 mins This module will set our EH Bank Strategy in context. Giving an overview of the Basel Framework and the principles of credit risk mitigation will help to explain how EH can fit in.

Module 3: Executing The Bank Strategy

_ scorm12_EH_CR3 English 20 mins This module details the competitive advantage of EH and explains how the EH bank Strategy is being executed.


5.3 Compliance

5.3.1 Conflict of Interest (Available in 7 languages) _scorm12_eh_COI English 40 mins The reputation of Euler Hermes Group is based on the trust which the clients, shareholders, employees, regulatory authorities and the general public have in the integrity of the Group. It is of the utmost importance that all employees recognize and avoid situations that involve, or could involve a conflict of interest between their personal interests and those of the Group. This module is also available in French, Italian, German, Dutch, Polish, Spanish.

5.3.2 Preventing Corruption and Fraud (Available in 15 languages)

_scorm12_eh_A02 English 40 mins This training is intended to raise awareness and drive consistency in approaches to combat fraud and corruption. Integrity is a cornerstone of our culture and our success in the long run. This training module has been made available across the Allianz Group companies. It lays out the key expectations of Euler Hermes to help prevent corruption and fraud in our everyday interactions. This module is also available in Arabic, Czech, Dutch, French, German, Greek, Hungarian, Italian, Polish, Portuguese (Brazilian and Portuguese), Romanian, Russian, Slovak, Spanish, Turkish.

5.3.3 The Global Allianz Antitrust Training Course (Available in 7 languages)

_scorm12_eh_AT1 English 40 mins

This training is intended to raise awareness and drive consistency in approaches to prevent anti-competitive behavior.

Euler Hermes is fully committed to promote free and fair competition to the benefit of our customers, investors and employees. Consequently, our employees and business partners are expected to comply with all applicable antitrust laws.

This module is also available in French, Italian, German, Dutch, Polish, Spanish.


5.4 Operations

5.4.1 Project Management

Project Management Fundamentals (EN/DE versions)

proj_01_a01_bs_enus English 2 hours, 30 mins The evolution of business strategies has increased the importance of management having a thorough understanding of the products they produce. More and more employees are getting promoted from within to become project managers as they fully understand what they are producing and how best to meet the quality and quantity requirements set out by executive management. Project management, as a process, is the supervision and control of the work required to complete the project deliverable. Using established processes, coupled with the experience and skills of experienced workers, employers are able to develop project management skills from within. This course will enable individuals who are not professional project managers to learn the fundamentals of project management so they will be able to manage projects related to their area of responsibility within the organization.

Grundlagen des Projektmanagements (DE)

proj_01_a01_bs_de German 2 hours, 30 mins Mit der Entwicklung von Unternehmensstrategien ist es für die Geschäftsführung von Unternehmen zunehmend

wichtiger geworden, genauestens über die im Unternehmen hergestellten Produkte informiert zu sein. Mehr Mitarbeiter

denn je werden innerbetrieblich zum Projektleiter befördert, weil sie ein umfassendes Verständnis davon haben, was

produziert werden soll und wie man am besten die Qualitäts- und Quantitätsanforderungen der Unternehmensführung

erfüllen kann. Projektmanagement ist als Prozess betrachtet die Supervision und Steuerung der zur Lieferung eines

Projektes notwendigen Arbeit. Etablierte Projektmanagementmethoden in Verbindung mit der Erfahrung und den

Fähigkeiten zuverlässiger Mitarbeiter haben es Arbeitgebern ermöglicht, unter den eigenen Mitarbeitern

Führungsqualitäten zu entwickeln. Dieser Kurs vermittelt die Grundlagen des Projektmanagements für nicht

professionelle Projektleiter und versetzt sie in die Lage, im Verantwortungsbereich des Unternehmens Projekte zu

betreuen


5.4.2 Managing Customer-Driven Process Improvement

Customer-driven Process Improvement: Basic Framework - NEW

oper_22_a01_bs_enus English 1 hour Letting customer needs drive your process improvement efforts can increase the chances that your product or service will be favored by customers – the most important stakeholders in your business. Customer satisfaction is critical to the survival of any business. And organizations that focus on improving processes so that they can produce what customers want and need are likely to be more successful than those that don't. Customer feedback, whether direct or indirect, gives an organization an opportunity to analyze its operations and processes to find ways to satisfy customers better and to develop a competitive advantage. This course describes these and other benefits and outlines a six-step framework for customer-focused improvement activities, which include identifying customer needs, translating those needs into process requirements, and implementing and sustaining improvements. This course also describes ways an organization can prepare to be successful at carrying out these activities by, for example, continually cultivating a mind-set that recognizes the importance of the customer.

Customer-driven Process Improvement: Identifying Customer Needs - NEW

oper_22_a02_bs_enus English 1 hour Rapid change and intense competition mean that organizations have to establish and maintain a clear, consistent understanding of their customers' requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It explains how to define your customers in a way that focuses on which customer voices matter the most as an input to a process improvement initiative. It also describes how to gather high quality information about customers by using tools such as surveys, focus groups, and interviews. And it explains how to analyze customer data effectively using the Kano model.

Customer-driven Process Improvement: From Customer Needs to Process Requirements - NEW

oper_22_a03_bs_enus English 1 hour Analyzing and understanding voice of the customer data is an important first step in managing customer-driven process improvement. This data reveals important information about customers' needs, perceptions, and attitudes. But what do you do with the insights you gain from it? Translating the voice of the customer into measurable process requirements is the next step. It means taking those initial insights and digging deeper so that you can turn customer needs into process goals. This course shows you how to do this. It describes what critical to quality (CTQ) customer requirements are and how to use CTQ analysis to express customer requirements as meaningful, measurable, and actionable process characteristics. It then outlines the steps for doing a quality function deployment analysis, which helps you translate the voice of customer data into internal specifications for products and processes.


Customer-Driven Process Improvement: Mapping and Measuring Processes - NEW

oper_22_a04_bs_enus English 1 hour Mapping and measuring your current processes, especially those that are most critical to customers, are important steps in improving them. Mapping a process helps you visualize it - enhancing your understanding of the variables that make it work. The map you create can then be used to measure different parts of the process, assessing their efficiency. This course describes the tools you need to map and measure processes effectively. It demonstrates how to create a process map and outlines steps for measuring your current processes.

Customer-driven Process Improvement: Analyzing Process Problems - NEW

oper_22_a05_bs_enus English 1 hour One of the stages in customer-driven process improvement is identifying problem areas in current processes. It's vital to find out why something has gone wrong in a process, especially if it affects the organization's ability to meet customers' requirements. By identifying problems and unearthing their causes, you can pinpoint the changes necessary for resolving the problem and improving the process. This course describes how to identify process problems by doing a gap analysis. It also explains the importance of analyzing the causes of process problems. And it shows how to use a cause-and-effect diagram, as well as the 5 Whys tool, to do this type of analysis. Finally, it outlines how to validate the causes you identify.

Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions - NEW

oper_22_a06_bs_enus English 1 hour After investigating current processes, it's time to find improvement solutions. You need to ask what actions or ideas will help address the root cause of any problems uncovered. Which of these ideas make up workable potential solutions? Which solution will most likely fix the issue with the least cost and disruption? How do you test a chosen solution to ensure its effectiveness? This course addresses such questions. It outlines ways to generate ideas for improving a process. It explains how to refine those ideas and select the best idea by using a solution matrix. It also describes how to calculate the risk of your given solution by using failure modes and effects analysis.

Customer-driven Process Improvement: Implementing and Maintaining Improvements - NEW

oper_22_a07_bs_enus English 1 hour The final stage in customer-driven process improvement is implementing the changes that will enable a process to deliver what customers need. After determining customer requirements, measuring and analyzing current processes, and determining process problems and potential solutions, it's now time to take action. The energy that often accompanies this stage can make the planning, piloting, and troubleshooting of the implementation easier. This course describes how to channel that energy to create a well-thought-out implementation plan. It outlines actions that help make the implementation run smoothly and describes techniques for maintaining process improvements over a longer period of time.


5.5 IT

5.5.1 IT Security Awareness

EH Information Security Training (EN/DE/FRversions)

_SCORM12_EH_ITE English 40 mins This training is intended to explain the key principles of our information security policy. The trust of our customers and partners on our ability to secure the information their share with us is crucial for our business. This training module has been made available across the Allianz Group companies. It lays out the key expectations of Allianz as well as Euler Hermes to help prevent information security incidents in our everyday interactions. This module is also available in French, Italian, German.

Sicherer Arbeitsplatz (DE)

_SCORM12_EH_SAD German 40 mins Dieser E-Learning-Kurs wurde dazu konzipiert, alle Allianz und Euler Hermes Mitarbeiter bezüglich der Inhalte unserer Sicherheitspolitik zu informieren. Die Schulung umfasst alle Bereiche, wo Sicherheit in Ihren täglichen Aktivitäten eine Rolle spielt.

Outils De Sensibilisation À La Sécurité (FR)

_SCORM12_EH_OSF French 40 mins Cette formation a été élaborée de manière à sensibiliser l'ensemble du personnel Allianz et Euler Hermes au contenu de notre politique de sécurité de l'information. Cette formation parcourra tous les domaines où la sécurité devrait être présente dans vos activités quotidiennes.


5.6 RIC : Risk Information and Clains

5.6.1 ARES: Advanced Risk Education for Senior Underwriters

Catching the Signals – Part 1

_SCORM12_EH_CS1 40 mins English Catching the Signals - Part 1 is an e-learning on soft signals. In our daily work we have to balance many different types of information and make decisions. We have hard facts, like financials, but we also have soft factors. A combined analysis of these elements leads us to a balanced risk assessment. In this course you will be introduced to 5 groups of soft factors: • Ownership & Group Support • Management • Transparency • Signs of Tight Liquidity • External factors Within each group, you will be introduced to business situations providing several examples of soft signals, with the goal to identify them. For each category you will be presented with an overview of signals to consider. This training is the first part of two trainings on the topic, where the Part 2 is a case study which goes deeper into the topic

Catching the Signals – Part 2 (Case Studies)

_SCORM12_EH_CS2 English 40 mins Catching the Signals - Part 2 (Case study) is an e-learning focused on case studies in which the goal is analyze several sources of information (as in a real daily job experience) with the aim of identifying signals that will support us in performing the correct Risk Assessment. There are 4 cases in this e-learning, each of them focusing on different signals and economic sectors. For each case there are 6 questions and this e-learning can only be completed is at least you score 5 correct answers per case. This training is the first second part on "Catching the signals", completing the training by providing real life examples.

What is Emotional Intelligence?

comm_25_a01_bs_enus English 1 hour Do you pay attention to your emotions and the feelings of those around you? The answer to this question can help you discover how in tune you are with your emotions and help determine your emotional intelligence quotient, or your EQ. Your emotional intelligence quotient is your capacity to reason and analyze emotional information. Becoming aware of your emotions can help you become attuned to your own needs and the needs of others, and can help you make better decisions and develop better relationships. This course explores the power of emotions and the concept of emotional intelligence. It also discusses emotional intelligence competencies in areas of self-awareness, self-management,


empathy, and relationship management. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Basics of Bonding

_SCORM12_EH_BOB English 1 hour “Basics of Bonding” is an E-learning providing with the necessary insights to understand the role of Bonding and the associated risks in this line of business. At the end this program you will be able to: - Understand the basic of Bonding business - Describe the types of Bonds and differentiate between them - Understand the Risk Underwriting model for Bonds - Explore the process of Bond Underwriting - Identify methods of continuous risk monitoring and risk mitigation.

Risk Fraud Awareness

_SCORM12_EH_RFA English 1 hour Risk Fraud Awareness is an E-learning providing with a support to identify the different type of frauds, together with the key indicators to know, to best detect the frauds met in daily risk business. Following the way to detect the fraud cases, this training presents the best practices recommended for mitigating this type of Risks

Strategies for Communicating with Tact and Diplomacy

comm_34_a02_bs_enus English 1 hour Communicating with diplomacy and tact requires strategy, awareness, and skills. Its aim is to establish trust and rapport in relationships while delivering messages effectively. However, it's often pushed aside by good intentions cloaked by gut reaction and misinterpretation. This course provides techniques you can use to navigate through conversations in a way that shows sensitivity and respect for others. As well as exploring what you should say, the course shows you how you can use proper timing and delivery when conveying your message. This will enable you to deliver messages tactfully and diplomatically, without sacrificing your reputation or professional relationships.


Managing Sensitive Risk

_SCORM12_EH_SRM English 1 hour Managing Sensitive Risks is an E-learning module that will provide you the necessary insights to better understand how to take appropriate actions and define right timing to best manage the sensitive risks included in our portfolio. At the end this program you will be able to: 1) Consider the market environment 2) Select appropriate actions to implement 3) Decide on the right timing to mitigate the risk 4) Improve communication towards stakeholders 5) Treat every sensitive risk as a specific case

Investigating Macroeconomics

_SCORM12_EH_IME English 50 mins The current challenges of the world economies have put a focus on macroeconomic concepts. Understanding these concepts is essential in making the best assessment of the current strength of a buyer, and also how we can expect the buyer's strength to fluctuate in the future. "Investigating Macroeconomics" is an E-learning developed in cooperation between the Risk Department and the Economic Research Department. It includes 11 videos played by Risk and ERD experts to present important Macroeconomics indicators and how they can impact our Risk decisions in daily business.

Getting Results without Direct Authority: Persuasive Communication

comm_27_a02_bs_enus English 1 hour Communicating persuasively is key when you want to get results in situations where you don't have direct authority. To

communicate persuasively, it's important to think from the other person's perspective. How and what you ask, and the

sincerity of your concern for addressing the other person's interests, will help smooth the way to getting the results you

need. This course presents strategies for communicating persuasively when you don't have direct authority. It also

describes ways to remain persuasive even when you face resistance from the person you are addressing.


5.6.2 SEP: Senior Entry Program

5.6.2.1 SEP skill 1: Communication

Communication Tools

Comm0112 English 2 hours What kind of leadership are you providing? Are you a powerful communicator? Communication is a two-way process. Are you able to send and receive messages effectively? Receiving involves listening for content, asking questions, and providing feedback. In this course, you'll learn about the steps in the listening process and how you can actively engage them in the listening process to ensure everyone is receiving the same message. Effective questions are a leader's most essential tool. You'll learn how to ask the right questions to get the information you need and, at the same time, stimulate the views and opinions of others. You'll learn about the ways to assess progress, problem-solve, and motivate through the use of feedback. And you'll explore the use of silent messages and how interpreting and using body language can add to your communication success.

Dynamics of Interpersonal Communication

Comm0111 English 2 hours, 30mins

As a manager, do you always get the results you want? If not, is part of the problem your ability to communicate? Are accurate, effective communication skills important in managing others? Yes, they are crucial. It is almost impossible to be productive in today's business environment without being an effective communicator. In this course, you'll see why most misunderstandings, conflicts, and mistakes have been caused by communication problems. You'll learn how people differ in communication styles and ways you can adapt your communication to get the results you want. You'll discover how to create change by shifting conversations out of the past and into the present. And finally, you'll learn about the influence of gender on communication styles and strategies to bridge the gap.

Getting Results without Direct Authority: Persuasive Communication

comm_27_a02_bs_enus English 1 hour Communicating persuasively is key when you want to get results in situations where you don't have direct authority. To communicate persuasively, it's important to think from the other person's perspective. How and what you ask, and the sincerity of your concern for addressing the other person's interests, will help smooth the way to getting the results you need. This course presents strategies for communicating persuasively when you don't have direct authority. It also describes ways to remain persuasive even when you face resistance from the person you are addressing.


5.6.2.2 SEP skill 2: Time management

Developing Excellent Time Management Habits - NEW

pd_01_a03_bs_enin English 3 hours, 30 mins Time management shouldn't be a separate activity—it should be an integral part of the way you do things. For this to happen, you need to be able to develop good time management habits and avoid bad ones. An effective use of time also involves managing your environment, managing your use of technology and managing the time-wasting activities of people around you. Today, we are often overwhelmed by the amount of paperwork lying on our desks, or the number of e-mails that appear on our screens. There is a real danger that we end up being reactive rather than creative, and spend all our time responding to what we have been sent, rather than initiating new ideas. To avoid this, you need to develop techniques for handling paperwork, telephone calls and e-mails to maximise their value, and minimise their disruptive potential. Technology makes it possible for us to be more efficient, and get more done, in many different ways. However, you need to make sure that you are really controlling the technology so that it also helps you to be more effective—getting the right things done, rather than allowing it to control you. There are many time stealers. Demands and interruptions from bosses, colleagues or customers can prevent you from achieving your goals, and these must be dealt with appropriately. Not all time thieves are external. Most of us are prone to some degree of seemingly harmless procrastination, but this can be the most dangerous time waster of all.

Personal Productivity Improvement: Managing Tasks and Maximizing Productivity

pd_16_a03_bs_enus English 1 hour Do highly productive people have some innate skill that others do not? Or do people become productive because of their choices and actions? This course teaches that anyone can be productive if they choose to be – and follow it up with action. People tend to become less productive when faced with major projects, often feeling overwhelmed or unable to complete what's required of them. This course examines task management and 'chunking' and how they can help workloads seem much less overwhelming. It also looks at how to determine which are priority tasks and which are nonessential. And it examines the importance of scheduling and detailing schedule items using a to-do list. Taking time to create a schedule at the start will save you time and energy in the long run. And knowing how to properly use a to-do list can help maximize personal productivity.

Personal Productivity: Self-organization and Overcoming Procrastination

pd_16_a02_bs_enus English 1 hour How is organization related to procrastination? In fact, the two often go hand in hand. A lack of organization, coupled with a tendency to procrastinate, can be a vicious cycle. Becoming disciplined, setting priorities, and eradicating time-wasting activities can reduce the desire to put things off. The key to becoming your most productive self is to embrace organization and to overcome procrastination. This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization. The course presents ways to develop the discipline required to get things done, guidance on setting priorities, as well as approaches to overcommitment.


5.6.2.3 SEP skill 3: Conflict management

Leading Teams: Dealing with Conflict

team_03_a07_bs_enus English 1 hour Successful teams are characterrized by having a clear direction, trust among team members, effective communication, and the ability to quickly resolve conflict. In the early stages of team development, leaders must set up structures and processes that support the development of these team characteristics. Effective leadership is particularly required during the Storming stage of team development when conflict tends to be at its highest. The survival of the team depends on a team leader who can quickly recognize conflict, diagnose its cause, and use strategies to resolve the issue. In doing so, the leader restores trust and positive working relationships among team members. This course offers you an understanding about what causes conflicts on a team and the important role of healthy communication in handling conflicts. It presents many best practice approaches to resolving conflicts and illustrates the tenets of principled negotiation. By learning the principles and strategies presented in this course, you will have the skills to keep your high-performance teams away from destructive patterns of conflict and on track to achieving their goals. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Understanding Conflict

MGMT0221 English 3 hours This course is geared to give learners a thorough understanding of conflict through a wide variety of everyday examples. Upon completion, learners will understand that conflict is inevitable in human relationships and is not something to be feared. They will understand the primary reasons conflicts occur and realize that conflict often produces positive changes that can actually benefit them and their organizations. They will learn to watch out for conflict escalation, recognize and use three unilateral conflict-resolution strategies to put an early end to conflict.

5.6.2.4 SEP skill 4: Intercultural

Communicating Across Cultures

comm_26_a02_bs_enus English 1 hour Communicating effectively across cultures can be very difficult. Not only must you pay attention to the cultural distinctions of your audience and adjust your style to them, but you also need to adjust your style to different forms of communication. This course offers guidelines and best practices for speaking and writing across cultures. The course also highlights the importance of keeping your audience's cultural expectations in mind when creating presentations and how to make your presentations effective in a variety of cross-cultural settings. Finally, the course provides a chance to practice communicating effectively through scenarios involving high- and low-context cultures.


Improving Communication in Cross-cultural Relationships

comm_26_a03_bs_enus English 1 hour Cross-cultural communication has assumed even greater significance in the current global business context where people from diverse cultures share common business goals and working spaces on a day-to-day basis. It is essential for a skilled communicator to recognize and deal with cross-cultural differences and other barriers in the way of communication across cultures. To this end, building positive relationships can go far in making cross-cultural communication more effective. This course takes you through some best practices and strategies to help you take your cross-cultural communication to a new level. It presents a structured approach for dealing with cultural differences and making necessary adjustments to your communication style. It also offers some tips and strategies to build rapport across cultures. Finally, it helps you recognize behaviors that can hinder cross-cultural communication and suggests suitable actions to overcome them.

5.6.2.5 SEP skill 5: Presentation

Basic Presentation Skills: Planning a Presentation

comm_33_a01_bs_enus English 1 hour Even the most seasoned public speakers can experience nerves before a major presentation. The successful ones, however, have learned how to make those nerves work for them. Positive concern about the impact of a presentation can spur presenters to raise their game, enabling them to get the desired results. For example, a presentation can be immeasurably improved if you devote sufficient time and attention to three key steps - analyzing your audience, organizing your ideas, and selecting an appropriate presentation method. This course describes how to plan effectively for a presentation by carrying out these steps.

Basic Presentation Skills: Delivering a Presentation

comm_33_a03_bs_enus English 1 hour Excellence in presentation can be achieved when the standard of your delivery matches the quality of your content. You may have carefully planned and structured what you want to say, but if you deliver your message in a monotone while standing stiffly, you're probably not going to captivate the audience. Having diligently prepared for your presentation, you need to make sure that your delivery is engaging. You need to communicate your enthusiasm to the audience if you want them to be enthusiastic about your ideas. At the same time, you must appear composed and confident. This course describes how to make your delivery successful and memorable. It covers techniques for managing stage fright – the biggest problem most speakers have. It also explains how to set the right environment for your presentation by making the right choices about room layout and by preparing the room, including the equipment, lighting, and temperature. You'll also find out how to use your voice and body language to deliver your message clearly and effectively. Finally, the course outlines guidelines for handling audience questions – an area most speakers are also very concerned about. After all, how credible the audience finds you can be swayed by how effectively you answer the difficult questions that come up.


5.6.2.6 SEP skill 6: More e-learnings to complete

Critical Thinking Essentials: What Is Critical Thinking?

pd_14_a01_bs_enus English 1 hour Critical thinking is something everyone does – to some degree or another – in their professional and personal lives. Almost all of your everyday activities require you to seek information, analyze alternatives, assess the alternatives, and reach some conclusion. And all of these processes are part of critical thinking. Thinking plays a powerful role in your life – it determines how you feel, what you do, and what you want. Improving the quality of your thinking, then, improves your life – helping you to achieve your goals, make better decisions, and take charge of what you do. This course defines critical thinking, describes the elements of critical thought, and outlines strategies for improving the quality of your thinking.

Getting Results without Direct Authority: Building Relationships and Credibility


Essential Skills for Professional Telephone Calls

comm_18_a01_bs_enus English 1 hour Virtually every single company in the global economy uses the telephone for at least a part of their business. For many organizations, the telephone is the primary form of communication with customers, clients, and colleagues. And with virtual work environments established as a modern business practice, business telephone etiquette is more important than ever to your success as an employee and the success of your organization. This course introduces the essential skills for professional telephone usage. It covers best practices for making and receiving telephone calls, recording and leaving voice mail messages, and the etiquette guidelines for using cell phones.


5.6.3 Claims

Claims Module 1: A Moment Of Truth (EN/FR/DE/IT versions)

_SCORM12_EH_C1E English 20 mins This e-learning is an introductory module on claims handling. It will provide you with the necessary insights required to understand the role of EH claims staff and the associated behaviors that lead to policy holder satisfaction

Claims Module 2: A To Z Of Claims Quality Standards (EN/FR/DE/IT versions)

_SCORM12_EH_C5E English 1 hour This e-learning provides a detailed presentation of the Claims Quality Standards. It also provides precise explanations about the main KPI. Each step of the claims handling process is explained with the points of attention and best practices to reinforce client satisfaction.

Claims Module 3: Managing Non Inclusive Claims (EN/FR/DE/IT versions)

_SCORM12_EH_C3E English 40 mins This e-learning provides guidelines for Claims staff to manage claims where collection actions are implemented by the policy holder and not by EH. General directions are given depending on the size and characteristics of the claim so that staffs are able to monitor and decide about policy holder compliancy with their obligations.

Claims Module 4: Managing World Agency Claims (EN/FR/IT versions)

_SCORM12_EH_C4E English 40 mins The objective of this module is not to go into all details of the WA Claims handling but rather to improve know how to handle NPN in Pluriform.


Business Writing: How To Write Clearly And Concisely (EN/DE versions)

comm_19_a02_bs_enus English 1 hour People who have no problem communicating clearly when they speak sometimes struggle to make themselves understood when they write. That's because the ability to write clearly and concisely is a skill that requires effort to master. Acquiring this skill gives you the tools to create effective business documents for readers who lack the time or the patience to search for essential information buried in long, rambling e-mails or reports. Writing clearly also entails organizing content logically and appropriately for the subject and reader. Clear and concise sentences get you part of the way. But you need to organize these into coherent paragraphs that convey the relevant information in the most effective way. This course describes ways to make your writing more clear. Specifically, it covers the importance of using short, familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. The course also discusses ways to be more concise and explains some best practices for organizing content logically and appropriately.

Geschäftskorrespondenz: Wie Sie verständliche und prägnante Texte verfassen (DE)

comm_19_a02_bs_de German 1 hour Auch Menschen, die keine Probleme haben, sich mündlich mitzuteilen, fällt es mitunter schwer, sich schriftlich auszudrücken. Denn es erfordert ein wenig Mühe, die Fertigkeitzu meistern, verständliche und prägnante Texte zu formulieren. Wenn Sie diese Fähigkeit erlernen, sind Sie in der Lage, wirkungsvolle Geschäftstexte für Leser zu verfassen, die weder die Zeit noch die Geduld haben, in langen oder weitschweifigen E-Mails oder Berichten nach der eigentlichen Aussage zu suchen. Zum Verfassen verständlicher Texte gehört auch, die Inhalte logisch zu strukturieren, sodass Sie sowohl dem Leser als auch dem Thema gerecht werden. Mit verständlichen und prägnanten Sätzen ist schon viel erreicht. Darüber hinaus müssen Sie diese Sätze jedoch auch in schlüssige Absätze gliedern, die die relevanten Informationen möglichst wirkungsvoll vermitteln. Dieser Kurs zeigt Ihnen, wie Sie Ihre Texte verständlicher machen können. Er geht besonders darauf ein, wie wichtig es ist, kurze, gebräuchliche Begriffe, die passenden Konnotationen, konkrete und genaue Sprache sowie überleitende Wörter und Ausdrücke zu verwenden. Zudem stellt dieser Kurs Wege zu einer prägnanteren Ausdrucksweise vor und erläutert bewährte Methoden zur logischen und angemessenen Strukturierung von Inhalten.


Essential Skills for Professional Telephone Calls (EN/FR/DE/IT versions)


Erforderliche Kenntnisse für professionell geführte Telefongespräche (DE)

comm_18_a01_bs_de German 1 hour Im Rahmen globaler Wirtschaftsbeziehungen wird praktisch in allen Unternehmen zumindest ein Teil der Geschäftstätigkeit per Telefon durchgeführt. In zahlreichen Unternehmen sind Telefongespräche sogar das wichtigste Kommunikationsmittel, wenn es um den Austausch mit Kunden oder Mitarbeitern geht. Und da virtuelle Arbeitsumgebungen sich in der modernen Geschäftswelt inzwischen etabliert haben, ist es für den Erfolg jedes einzelnen Mitarbeiters und des Unternehmens wichtiger denn je, dass beim Führen geschäftlicher Telefongespräche bestimmte Verhaltensregeln eingehalten werden. |n In diesem Kurs werden die Kenntnisse vermittelt, die für das Führen professioneller Telefongespräche erforderlich sind. Es werden bewährte Vorgehensweisen vorgestellt, die beim Führen und Entgegennehmen von Telefongesprächen sowie beim Aufzeichnen und Hinterlassen von Voicemail-Nachrichten nützlich sind. Darüber hinaus erfahren Sie, welche Verhaltensrichtlinien für die Nutzung von Mobiltelefonen gelten.

Compétences essentielles pour les appels téléphoniques professionnels (FR)

comm_18_a01_bs_fr French 1 hour La plupart des entreprises qui opèrent à l'international ont recours au téléphone pour effectuer au moins une partie de leurs activités commerciales. Pour nombre d'entre elles, le téléphone est le principal moyen de communication avec leurs fournisseurs, leurs clients et entre leurs employés. Par ailleurs, les environnements de travail virtuels étant désormais considérés comme des pratiques commerciales modernes, l'étiquette relative à l'utilisation du téléphone à des fins professionnelles est plus importante que jamais pour votre réussite professionnelle ainsi que celle de votre entreprise. Ce cours présente les compétences essentielles requises pour les appels téléphoniques professionnels. Il aborde les bonnes pratiques relatives aux appels téléphoniques et à l'enregistrement de messages sur un répondeur, et propose des instructions concernant l'étiquette relative à l'utilisation du téléphone portable.


Abilità fondamentali per telefonate professionali (IT)

comm_18_a01_bs_it Italian 1 hour Tutte le aziende nell'economia globale utilizzano il telefono per almeno una parte delle loro attività. Per molte aziende, il telefono rappresenta il mezzo di comunicazione principale con utenti, clienti e colleghi. E con l'avvento degli ambienti di lavoro virtuali, che rappresentano una pratica aziendale moderna, le regole comportamentali per le telefonate d'affari rivestono attualmente un'importanza senza eguali sia per il successo dei dipendenti che dell'azienda. Il presente corso illustra le abilità fondamentali per un uso professionale del telefono. Vengono descritte le pratiche consigliate per effettuare e ricevere telefonate, registrare e lasciare messaggi sulla casella vocale e delineare le linee guida comportamentali per l'utilizzo dei telefoni cellulari.


6. Leadership 6.1 Leadership Essentials

Mastering Recruitment

_SCORM12_EH_RMT English 1 hour Recruiting is an essential part of the business and one of Euler Hermes top priorities. Getting the right people in the right place helps to avoid the failure, high replacement costs, negative impact on low team morale and reputational damage. In 2014 Euler Hermes has built the Recruiting Center of Expertise with the same process and standards across the Group and has invested in developing the classroom trainings for HR and hiring managers. This Recruitment e-learning course continues investing in skills improvement of Hiring Managers and is designed for those who have occasional recruitments during the year.

Power and Politics in Matrixed Teams

_pc_ch_mgch002 English 15 mins There are many gains to be made by adopting a matrix organizational structure, but the approach itself does not guarantee success. Managers must recognize that authority, power, and internal politics have a significant impact on any team structure.

Grundlagen Leadership: Vermitteln der Vision (DE/FR/IT version)

lead_05_a02_bs_de German 1 hour Führungskräfte von heute müssen in der Lage sein, die Vision so zu vermitteln, dass die Botschaft von der Zielgruppe nicht nur verstanden und verinnerlicht wird, sondern sich auch jeder Einzelne mit ihr identifizieren kann. Durch wirkungsvolle Kommunikation erreichen Führungskräfte, dass Mitarbeiter den Sinn und Zweck ihrer Arbeit erkennen. Führungskräfte sollten sich bemühen, die Vision mit einem Gefühl von Integrität zu vermitteln. Dadurch wird man ihnen als Mensch und als Führungskraft Vertrauen entgegenbringen. |n In diesem Kurs erhalten Sie eine allgemeine Einführung in das Vermitteln der Vision. Dabei werden unter anderem Hauptmerkmale und Zielsetzung behandelt. Es werden zahlreiche Techniken und Methoden vorgestellt, mit denen Führungskräfte die Vision erfolgreich vermitteln können. Dazu zählen das Personalisieren und Multiplizieren einer deutlichen Botschaft, das glaubwürdige Vermitteln von Enthusiasmus sowie die Zielsetzung, dass sich letztendlich jeder einzelne Mitarbeiter mit der Unternehmensvision identifizieren kann.


Les Essentiels du Leadership : Transmettre une vision (FR)

lead_05_a02_bs_fr French 1 hour Les leaders d'aujourd'hui doivent être en mesure de communiquer une vision de manière à ce que le public se sente impliqué et à ce que chacun comprenne et intègre le message. Une communication efficace de la direction donne un sens et un objectif au travail accompli par les employés. Les leaders doivent s'efforcer de communiquer une vision possédant un sens de l'intégrité, établissant ainsi une confiance en tant qu'individu et en tant que leader. Ce cours fournit une introduction générale à la communication d'une vision, décrivant sa nature et son objectif. Les nombreuses techniques et méthodes permettant à un leader de communiquer une vision de manière efficace vous seront présentées. Vous étudierez notamment la personnalisation et la multiplication d'un message clair, la communication d'un enthousiasme de manière authentique et la mise en relation de la vision de l'entreprise avec celle des employés.

Basi di leadership: Comunicare la vision (IT)

lead_05_a02_bs_it Italian 1 hour I leader moderni devono riuscire a comunicare la vision in modo che i destinatari vengano coinvolti e tutti capiscano e internalizzino il messaggio. Una efficace comunicazione di leadership dà uno scopo e un significato al lavoro svolto dalle persone. I leader dovrebbero sforzarsi di comunicare la vision con un senso di integrità, guadagnandosi la fiducia sia come individui che come leader. Questo corso fornisce un'introduzione generale alla comunicazione della vision, includendo la sua natura e i suoi scopi. Sarai guidato attraverso numerose tecniche e metodi che può usare un leader per comunicare la vision con successo, come personalizzare e moltiplicare un messaggio chiaro, comunicare entusiasmo in modo autentico e far diventare la vision dell'organizzazione propria anche dei dipendenti.

Leadership Essentials: Building Your Influence as a Leader (EN/DE/FR/IT versions)

lead_05_a03_bs_enus English 1 hour Why is it so hard to get people to agree to a good idea? Why are some leaders constantly faced with challenges and objections? Reaching agreement as a leader does not mean you should manipulate or force people to accept your ideas and accomplish your objectives; there are ethical ways for leaders to successfully build influence. Leaders attempting to influence and persuade others are faced with the challenges of navigating through organizational politics. An effective leader recognizes that organizational politics can provide positive ways to influence others in order to accomplish goals. In this course, you will be guided through numerous methods and strategies for effectively influencing a team to accept your ideas. You'll be introduced to the importance of political awareness and the essential skills involved in using positive politics and avoiding negative politics when persuading others. You'll also have an opportunity to practice methods for influencing effectively and ethically. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Grundlagen Leadership: Stärkung Ihres Einflusses als Führungskraft (DE)

lead_05_a03_bs_de German 1 hour Warum ist es so schwer, Menschen von einer guten Idee zu überzeugen? Warum stehen einige Führungskräfte ständig Herausforderungen und Widerständen gegenüber? Als Führungskraft eine Einigung zu erzielen bedeutet nicht, dass Sie andere manipulieren oder dazu zwingen sollen, Ihren Ideen zuzustimmen und Ihre Ziele zu erreichen. Stattdessen haben Führungskräfte die Möglichkeit, ihren Einfluss auf ethisch vertretbare Weise erfolgreich zu nutzen. Führungskräfte, die andere beeinflussen und überzeugen möchten, müssen dabei auch die Herausforderungen, die sich durch die Unternehmenspolitik ergeben, berücksichtigen. Eine effektive Führungskraft erkennt, dass die Unternehmenspolitik positive Ansätze bieten kann, andere zur Erreichung von Unternehmenszielen zu beeinflussen. |n In diesem Kurs werden zahlreiche Methoden und Strategien zur wirkungsvollen Beeinflussung eines Teams vorgestellt, damit Ihre Ideen akzeptiert werden. Sie erhalten eine Einführung in die Bedeutung von politischem Bewusstsein und die erforderlichen Kenntnisse zur Nutzung positiver Politik und zur Vermeidung negativer Politik, wenn andere überzeugt werden sollen. Darüber hinaus haben Sie Gelegenheit, Methoden zur wirkungsvollen und ethisch vertretbaren Beeinflussung anzuwenden.

Les Essentiels du Leadership : Établir votre influence en tant que Leader (FR)

lead_05_a03_bs_fr French 1 hour Pourquoi est-il si difficile d'amener les gens à accepter une bonne idée ? Pourquoi certains leaders doivent-ils constamment faire face à des défis et des objections ? En tant que leader, arriver à un accord ne signifie pas que vous deviez manipuler ou contraindre les individus pour qu'ils acceptent vos idées et réalisent vos objectifs. Les leaders peuvent recourir à des manières éthiques afin d'établir leur influence. Les leaders qui s'efforcent d'influencer et de persuader les autres doivent affronter les défis consistant à naviguer entre les stratégies de l'entreprise. Un leader efficace reconnaît que les stratégies de l'entreprise peuvent fournir des manières positives d'influencer les autres afin d'atteindre les objectifs. Dans ce cours, vous seront présentées les nombreuses méthodes et stratégies permettant d'influencer efficacement une équipe afin qu'elle accepte vos idées. Vous découvrirez que lorsque vous souhaitez convaincre votre audience, il est important de prendre conscience des stratégies. Vous aborderez également les compétences essentielles qui vous permettront d'utiliser des stratégies positives et de rejeter des stratégies négatives. Vous aurez aussi la possibilité de mettre en pratique des méthodes permettant d'influencer de manière efficace et éthique.

Basi di leadership: Costruire la propria influenza come leader (IT)

lead_05_a03_bs_it Italian 1 hour Perché è così difficile far accettare alla gente una buona idea? Perché alcuni leader devono costantemente affrontare sfide e obiezioni? Raggiungere il consenso in quanto leader non significa che si dovrebbero manipolare gli altri o forzarli ad accettare le proprie ideee per raggiungere i propri obiettivi; vi sono metodi etici attraverso i quali i leader possono ottenere con successo un certo ascendente. I leader che tentano di influenzare e persuadere gli altri devono affrontare la sfida di destreggiarsi tra le politiche aziendali. Un leader efficace riconosce che le politiche aziendali possono fornire modi positivi di influenzare gli altri per raggiungere degli obiettivi. Questo corso costituirà un guida attraverso numerosi metodi e strategie per influenzare con successo un team e fargli accettare le tue idee. Verranno illustrate l'importanza della coscienza politica, le abilità essenziali coinvolte nell'utilizzo delle politiche positive e la capacità di evitare politiche negative quando si tenta di persuadere gli altri. Avrai anche l'opportunità di provare i metodi per influenzare in modo efficace ed etico.


Leadership Essentials: Leading with Emotional Intelligence (EN/DE/FR/IT versions)

lead_05_a04_bs_enus English 1 hour Poised, outgoing, cheerful, having empathy for others, being able to express feelings directly but appropriately, and having the capacity for developing relationships. All of these abilities distinguish individuals with high emotional intelligence. Emotional intelligence is a more reliable predictor of success than intellect! Leaders with a strong mixture of emotional awareness, self-management, and social skills navigate relationships more effectively and are more likely to be successful in their personal and professional lives. This course provides you with an understanding of why emotional intelligence abilities are important as a leader. It also provides you with practical, positive techniques for promoting and improving emotional intelligence as a leader within your business environment. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Grundlagen Leadership: Leiten durch emotionale Intelligenz (DE)

lead_05_a04_bs_de German 1 hour Selbstsicherheit, Aufgeschlossenheit und Optimismus, Empathie für andere zeigen, Gefühle aufrichtig und angemessen ausdrücken und Beziehungen aufbauen können: Diese Fähigkeiten zeichnen Menschen mit hoher emotionaler Intelligenz aus. Tatsächlich sagt die emotionale Intelligenz Erfolg zuverlässiger voraus als der Intellekt! Führungskräfte mit einer guten Mischung aus emotionalem Bewusstsein, Selbstmanagement und sozialen Fähigkeiten lenken Beziehungen effektiver und sind eher erfolgreich im persönlichen Leben sowie im beruflichen Alltag. |n In diesem Kurs erfahren Sie, warum emotionale Intelligenz für Führungskräfte wichtig ist. Zudem erlernen Sie praktische und positive Techniken zur Förderung und Verbesserung der emotionalen Intelligenz als Führungskraft in Ihrer Geschäftsumgebung.

Les Essentiels du Leadership : Diriger par l’intelligence émotionnelle (FR)

lead_05_a04_bs_fr French 1 hour Assurance, ouverture, entrain, empathie, capacité à exprimer ses sentiments de façon directe mais appropriée, capacité à développer des relations : autant d'aptitudes qui caractérisent un individu doté d'un fort quotient d'intelligence émotionnelle. L'intelligence émotionnelle est un indicateur de réussite professionnelle beaucoup plus fiable que l'intellect ! Les leaders qui font montre d'une forte sensibilité émotionnelle, associée à des capacités de gestion de soi et des compétences sociales solides, développent plus efficacement des relations avec autrui. Ils ont généralement des vies personnelles et professionnelles plus accomplies. Ce cours vous aide à comprendre pourquoi, en tant que leader, vos capacités en matière d'intelligence émotionnelle sont importantes. Il fournit également des techniques pratiques et positives visant à promouvoir et à améliorer votre intelligence émotionnelle en tant que leader au sein d'un environnement professionnel.


Basi di leadership: Guidare con l'intelligenza emotiva (IT)

lead_05_a04_bs_it Italian 1 hour Sicuro di sé, estroverso, empatico nei confronti degli altri, in grado di esprimere i sentimenti in modo diretto ma mai fuori luogo e di instaurare rapporti sociali. Tutte queste abilità sono tipiche di quegli individui che possiedono livelli elevati di intelligenza emotiva. L'intelligenza emotiva rappresenta un segnale più attendibile in grado di predire il successo rispetto alla capacità di ragionare! I leader che possiedono un giusto mix di consapevolezza emotiva, capacità di autogestione e abilità sociali sono in grado di gestire le relazioni in maniera più efficace e hanno generalmente vite private e professionali più brillanti. Questo corso aiuta a comprendere le ragioni alla base del ruolo fondamentale rivestito dalle abilità relative all'intelligenza emotiva per i leader. Tale corso illustra inoltre alcune tecniche positive di natura pratica finalizzate alla promozione e al potenziamento dell'intelligenza emotiva per i leader nell'ambito della propria attività.

Leadership Essentials: Leading Business Execution (EN/DE/FR/IT versions)

lead_05_a05_bs_enus English 1 hour How many times have you and your team decided on new plans to make day-to-day processes more efficient, only to watch months slip by with those plans unexecuted? Why don't certain tasks get executed? Why do things stay the same, even when the change is critical to your team? This course provides you with techniques and strategies for executing business strategy, and more importantly, ideas on how to cultivate a culture that supports the active business execution needed to keep pace with today's fast-changing world. Specifically, the course will explore techniques for fostering a culture of business execution, one that leverages planning, people, and practice in an integrated approach to business execution. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Grundlagen Leadership: Leiten der Geschäftsausübung (DE)

lead_05_a05_bs_de German 1 hour Wie oft haben Sie und Ihr Team schon neue Pläne beschlossen, um tägliche Routinevorgänge effizienter zu gestalten, und anschließend vergingen Monate, ohne dass diese Pläne durchgeführt wurden? Warum werden bestimmte Aufgaben nicht durchgeführt? Warum bleiben die Dinge unverändert, selbst wenn die Veränderung für Ihr Team äußerst wichtig ist? |n Dieser Kurs vermittelt Ihnen die Techniken und Strategien zum Ausführen von Geschäftsstrategien. Darüber hinaus lernen Sie Ideen zur Schaffung einer Kultur kennen, die die Form aktiver Geschäftsausübung fördert, die notwendig ist, um mit der sich schnell verändernden Welt von heute Schritt halten zu können. Im Speziellen beschäftigt sich dieser Kurs mit Techniken zum Unterstützen einer Kultur der Geschäftsausübung, in der Planung, Personal und Verfahren zu einem integrierten Ansatz zusammengeführt werden.


Les Essentiels du Leadership : Diriger la mise en place des stratégies d’affaires (FR)

lead_05_a05_bs_fr French 1 hour Vous est-il arrivé de planifier avec votre équipe la mise en place de nouveaux processus plus efficaces au quotidien sans jamais les implémenter ? Pourquoi certaines tâches ne sont-elles pas exécutées ? Pourquoi les choses ne changent-elles pas, même lorsque c'est crucial pour votre équipe ? Ce cours vous présente des techniques et des méthodes pour garantir la mise en place des stratégies d'affaires. Vous allez également découvrir des suggestions à appliquer pour cultiver un environnement favorable à la mise en place des stratégies d'affaires, absolument nécessaire aux entreprises dans un monde en constante mutation. Plus particulièrement, ce cours vous présente une approche intégrée de la mise en place de stratégies d'affaires, dans laquelle les éléments clés que sont la planification, les ressources humaines et la mise en application sont associés.

Basi di leadership: Guidare lo svolgimento del business (IT)

lead_05_a05_bs_it Italian 1 hour Quante volte tu e il tuo team avete deciso di rendere più efficienti i processi quotidiani relativi ai nuovi piani soltanto per guardare trascorrere i mesi in cui quegli stessi piani non venivano eseguiti? Perché taluni compiti non vengono eseguiti? Perché le cose rimangono invariate anche quando i cambiamenti sarebbero cruciali per il team? Questo corso illustra le tecniche e le strategie per l'adozione di una strategia aziendale e, soprattutto, di idee relative allo sviluppo di una cultura in grado di sostenere uno svolgimento attivo del business necessario ad andare al passo con i rapidi cambiamenti che caratterizzano la realtà moderna. Nello specifico, questo corso esaminerà le tecniche finalizzate alla promozione di una cultura di svolgimento del business in grado di far leva sui progetti, le persone e la pratica in un approccio integrato allo svolgimento del business.

Leadership Essentials: Leading Innovation (EN/DE/FR/IT versions)

lead_05_a06_bs_enus English 1 hour Creativity and innovation are critical components of just about every organization. But innovation doesn't pertain only to new inventions, products, or reworked designs. It also involves incremental improvements to the way things are done. Knowing how to build and support an innovative culture is an important skill for any leader to master. The impetus for innovation can come from the top of the organization, and it can come from the people engaged in day-to-day production. Building an innovative culture is a responsibility for leaders and employees across organizational hierarchies. This course provides you with an understanding of what an innovative culture is and what qualities a leader needs to best foster innovation. It also provides you with practical techniques for cultivating and leading innovation. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Grundlagen Leadership: Lenken von Innovation (DE)

lead_05_a06_bs_de German 1 hour Kreativität und Innovation sind Komponenten, die für nahezu jedes Unternehmen wichtig sind. Innovation bezieht sich aber nicht nur auf neue Erfindungen, Produkte oder überarbeitete Konstruktionen. Sie kommt auch zum Tragen, wenn Verfahrensweisen Schritt für Schritt verbessert werden. Wenn Sie wissen, wie sich eine innovative Unternehmenskultur etablieren und fördern lässt, dann verfügen Sie über eine Fähigkeit, die für Führungskräfte wichtig ist. Der Innovationsimpuls kann sowohl von der Unternehmensführung als auch von den Mitarbeitern in der Produktion ausgehen. Führungskräfte und Mitarbeiter aller Unternehmensbereiche tragen die Verantwortung für das Etablieren einer innovativen Unternehmenskultur. |n In diesem Kurs erfahren Sie, worum es bei einer innovativen Unternehmenskultur geht und welche Fähigkeiten Führungskräfte haben müssen, um Innovation so gut wie möglich zu fördern. Zudem erlernen Sie praktische Techniken, mit denen Sie Innovation hervorrufen und lenken können.

Les Essentiels du Leadership : Diriger l’innovation (FR) lead_05_a06_bs_fr French 1 hour La créativité et l'innovation constituent dans toute entreprise des facteurs déterminants. L'innovation ne se limite pas à de nouvelles inventions, reprises de conception ou à de nouveaux produits. Elle concerne également les améliorations apportées progressivement à la manière de réaliser les choses. Savoir bâtir et soutenir une culture d'innovation est une compétence essentielle que tout leader doit maîtriser. L'impulsion de l'innovation peut provenir du sommet de l'entreprise et des personnes engagées dans la production journalière. Il est de la responsabilité des leaders et des employés, à tous les niveaux hiérarchiques de l'entreprise, de bâtir une culture d'innovation. Ce cours vous aide à comprendre ce qu'est une culture d'innovation et les qualités nécessaires à un leader pour mieux stimuler l'innovation. Il fournit également des techniques concrètes qui favorisent la culture et la conduite de l'innovation.

Basi di leadership: Guidare l'innovazione (IT)

lead_05_a06_bs_it Italian 1 hour La creatività e l'innovazione rappresentano due fattori fondamentali per ciascuna azienda. Tuttavia, l'innovazione non concerne soltanto nuove invenzioni, prodotti o rinnovamenti di design, ma include altresì miglioramenti progressivi nel raggiungimento di obiettivi. Sapere in che modo creare e sostenere una cultura innovativa rappresenta un'abilità forndamentale che ciascun leader dovrebbe possedere. L'impulso per l'innovazione potrebbe derivare dai vertici aziendali, nonché dalle persone coinvolte nella produzione quotidiana. La creazione di una cultura innovativa rappresenta una vera e propria responsabilità per i leader e i dipendenti di tutte le gerarchie aziendali. Questo corso fornisce una visione generale della cultura innovativa e delle qualità che un leader dovrebbe possedere per promuovere al meglio l'innovazione. Il corso illustra altresì le tecniche pratiche per la valorizzazione e la gestione dell'innovazione.


Leadership Essentials: Leading Change (EN/DE/FR/IT versions)

lead_05_a07_bs_enus English 1 hour Change is not an event; it is a process. Change can happen quickly and, in some situations, can be urgent! However, it can take time for individuals to make the transition from one way of working to another. The change process isn't simply about introducing new systems – it's about leading people from an old way of working to a new way of working, and it's vital that you lead the change through to completion! It's important to recognize that your role is to support individuals through the transition and remove obstacles that can hinder a smooth transition from one process to another. This course provides you with strategies for leading changes within an organization, including effective approaches to introducing and communicating change. It also provides practical strategies for dealing with sources of employee resistance to change, and for removing organizational obstacles to ensure the transition is followed through. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Grundlagen Leadership: Erfolgreiches Führen durch Veränderungen (DE)

lead_05_a07_bs_de German 1 hour Veränderungen sind kein Ereignis, sondern ein Prozess. Sie können schnell erfolgen und sind in manchen Situationen dringend. Allerdings kann es einige Zeit dauern, bis sich Personen von einer Arbeitsweise auf eine andere umgestellt haben. Beim Veränderungsprozess geht es nicht nur um die Einführung neuer Systeme – vielmehr geht es darum, andere Mitarbeiter bei der Umstellung von einer Arbeitsweise auf eine andere Arbeitsweise erfolgreich zu führen. Dabei ist es wichtig, dass der Veränderungsführer seine Aufgabe bis zum Abschluss des Veränderungsprozesses erfüllt. Ihnen muss bewusst sein, dass Ihre Rolle darin besteht, anderen beim Übergang zu helfen und Hindernisse zu beseitigen, die einem reibungslosen Übergang von einem Prozess zum anderen im Wege stehen. |n Dieser Kurs vermittelt Ihnen Strategien für das erfolgreiche Führen durch Veränderungen in einem Unternehmen, einschließlich effektiver Ansätze für die Einführung und Kommunikation von Veränderungen. Darüber hinaus werden praktische Strategien beschrieben, wie Sie mit den Ursachen für Widerstand gegen die Veränderung seitens der Mitarbeiter umgehen und Hindernisse im Unternehmen beseitigen können, um sicherzustellen, dass die Umstellung bis zum Ende durchgeführt wird.

Les Essentiels du Leadership : Diriger le changement (FR)

lead_05_a07_bs_fr French 1 hour Le changement n'est pas un événement mais un processus. Il peut être rapide et, dans certains cas, il peut s’avérer urgent. Certaines personnes ont cependant besoin de temps pour faire la transition entre différentes façons de travailler. Le processus de changement ne consiste pas seulement à introduire de nouveaux systèmes. Il s'agit de guider des personnes pour qu'elles abandonnent une ancienne façon de travailler et adoptent une nouvelle façon. Il est essentiel que vous meniez le changement à son terme. Vous devez comprendre que votre rôle consiste à soutenir les personnes pendant la transition et à supprimer les obstacles susceptibles d'entraver la transition en douceur d'un processus à un autre. Ce cours propose des stratégies pour conduire le changement au sein de l'entreprise. Il contient des approches efficaces pour présenter et communiquer sur le changement. Il propose également des stratégies pratiques pour gérer les causes de la résistance au changement de la part des employés, ainsi que pour supprimer les obstacles générés par l'entreprise elle-même. Ces stratégies vous permettent d'accompagner la transition jusqu'à son terme.


Basi di leadership: Guidare il cambiamento (IT)

lead_05_a07_bs_it Italian 1 hour Il cambiamento non è un evento; è un processo. Il cambiamento può avvenire velocemente e, in alcune situazioni, può essere urgente! Tuttavia, occorre del tempo agli individui per cambiare metodo di lavoro. Il processo di cambiamento non implica semplicemente introdurre nuovi sistemi, ma consiste nel guidare le persone verso un nuovo metodo di lavoro, ed è vitale guidare il cambiamento fino al compimento! È importante riconoscere che il tuo ruolo è sostenere i singoli durante la transizione e rimuovere gli ostacoli che possono intralciare un'agevole transizione da un processo all'altro. Questo corso fornisce le strategie per guidare i cambiamenti all'interno di un'organizzazione, inclusi efficaci approcci per introdurre e comunicare il cambiamento. Fornisce inoltre concrete strategie su come trattare le origini della resistenza dei dipendenti al cambiamento e per rimuovere ostacoli organizzativi al fine di assicurare il compimento della transizione.

Leadership Essentials: Creating Your Own Leadership Development Plan (EN/DE versions)

lead_05_a08_bs_enus English 1 hour Creating your own leadership development plan is a significant part of any successful and valuable leadership-development strategy. Leadership development plans help to ensure that you remain focused on what is required to continually grow and develop as a leader. This includes assessing your own style, values, and requirements, as well as identifying development goals, objectives, and actions. This course explores ways to assess yourself as a leader, establish a vision for the future, and identify obstacles to that vision. It also teaches practical approaches for setting development goals, objectives, and actions designed to move you toward your vision. Lastly, it provides useful criteria for evaluating a personal leadership development plan. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Grundlagen Leadership: Erstellen eines persönlichen Entwicklungsplans für Führungskräfte (DE)

lead_05_a08_bs_de German 1 hour Ein Entwicklungsplan für Führungskräfte ist Teil jeder erfolgreichen Strategie zur Entwicklung Ihrer Führungskapazitäten, denn er unterstützt Sie beim Hineinwachsen in Ihre Rolle als Führungskraft und sorgt dafür, dass Sie den Fokus behalten. Der Plan fordert Sie zur Bewertung Ihres eigenen Führungsstils, Ihrer Werte und Ihrer Anforderungen auf und unterstützt Sie bei der Bestimmung von Zielen, Zielsetzungen und Maßnahmen. Mithilfe dieses Kurses können Sie sich als Führungskraft bewerten, eine Zukunftsvision entwickeln und mögliche Hindernisse bei der Realisierung dieser Vision ausmachen. Der Kurs vermittelt Ihnen praktische Lösungen zum Bestimmen von Entwicklungszielen, Zielsetzungen und Maßnahmen zum Erreichen Ihrer Vision. Sie können außerdem mit diesem Kurs Ihren persönlichen Entwicklungsplan auswerten.




Critical Thinking Essentials: Applying Critical Thinking Skills

pd_14_a02_bs_enus English 1 hour Your thinking can have a significant effect on the quality of your life – it determines how well you work through complex problems, make decisions, and accomplish your goals. That's why developing critical thinking skills is so important. To think critically is a practical goal – one you can apply to every question, issue, or problem you face. This course explains how critical thinking promotes creative thinking. It also describes the skills required for critical thinking and how to apply critical thinking to decisions, problems, or issues in the workplace.

Customer Service Fundamentals: Building Rapport in Customer Relationships

cust_09_a01_bs_fr French 1 hour Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

http://library.skillport.com/coursedesc/cust_09_a01_bs_fr/summary.htm


Developing the Strategic Thinking Skill of Seeing the Big Picture (EN/FR versions)

stgy_08_a02_bs_enus English 1 hour When you think strategically, you consider the impact of your decisions and activities over time. You take a step back and assess how everything fits with everything else. This type of holistic, or big picture, thinking is almost constantly used by effective strategic thinkers. Big-picture thinking generates ideas and possibilities, stretching beyond short-term concerns or a parochial focus on one part of the organization. This course aims to help you develop this strategic thinking skill. It describes how the ideas of systems thinking can help you elevate your perspective, become skillful at making sense out of opposites and contradictions, and better understand cause and effect while managing your department. It also explains actions you can take to encourage big-picture thinking, such as aligning your department goals with those of the organization, considering how your actions and decisions affect a variety of stakeholders, and identifying and analyzing external factors. In addition, the course describes how understanding the organizational value chain can help you connect to the organization's strategy and strategic plans and, in turn, implement them more effectively.

Développer son esprit stratégique dans le cadre d’une vision d’ensemble (FR)

stgy_08_a02_bs_fr French 1 hour Quand vous avez une réflexion stratégique, vous prenez en compte l'impact de vos décisions et de vos actions sur le temps. Vous évaluez, en prenant du recul, la façon dont les choses se combinent entre elles. Ce type de pensée globale, ou vision d'ensemble, est presque constamment utilisé par les esprits stratégiques efficaces. Une réflexion axée sur une vision d'ensemble génère des idées et des possibilités qui vont au-delà des préoccupations à court-terme ou de sa propre sphère sur un segment de l'entreprise. Ce cours est conçu pour vous aider à développer cet esprit stratégique. Il explique comment les idées de la pensée systémique peuvent vous aider à élever votre point de vue, et savoir comment donner du sens aux oppositions et contradictions. Il vous aide à mieux comprendre la relation de cause à effet, tout en continuant à diriger votre service. Il présente également les actions que vous pouvez entreprendre pour favoriser une réflexion axée sur une vision d'ensemble, comme l'alignement des objectifs de votre service avec ceux de l'entreprise, en considérant la façon dont les actions et les décisions peuvent avoir un impact sur les parties prenantes et en identifiant et en analysant les facteurs externes. En outre, ce cours explique comment le fait de comprendre la chaîne de valeur structurelle peut vous aider à vous connecter à la stratégie de l'entreprise et aux plans stratégiques, et de les mettre en œuvre plus efficacement.

Using Strategic Thinking Skills

stgy_08_a03_bs_enus English 1 hour To think strategically, you must engage in both creative and analytical thinking. Deliberate, rational, and precise thinking is important, but so is being able to think outside the box, seeing a broad range of possibilities and envisioning an ideal future. This course focuses on how to use strategic thinking skills, such as analyzing information effectively and thinking creatively. It describes steps that can help you formulate a mind-set that enhances strategic thinking. It also explains how to use information in a way that generates strategic insight. And the course explores how to assess trade-offs involved in taking a particular course of action and then make an appropriate decision in light of strategic issues. Additionally, it outlines techniques that help you think creatively and thereby enhance your strategic thinking.


6.2 Leading Teams

Leadership Essentials: Motivating Employees (EN/DE/FR/IT versions)

lead_05_a01_bs_enus English 1 hour Imagine what your organization would be like if you and your colleagues were not motivated. Motivation is what drives people to accomplish things, whether it be small tasks or large undertakings. Without motivation, things simply would not get done. The ability to create an environment that encourages motivation takes both practice and skill as it's not a quality inherent in most people. As a leader, your capacity for motivating plays a key element in the success of your organization. This course provides you with an understanding of why motivating strategies are important as a leader. It also provides you with practical techniques for encouraging motivation among employees in your organization. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Grundlagen Leadership: Motivieren von Mitarbeitern (DE)

lead_05_a01_bs_de German 1 hour Stellen Sie sich einmal vor, wie Ihr Unternehmen wäre, wenn Sie und Ihre Kollegen nicht motiviert wären. Motivation ist die Antriebsfeder, um Dinge erfolgreich anzugehen, ganz egal, ob es um kleinere Aufgaben oder um große Vorhaben geht. Ohne Motivation würden Dinge einfach liegen bleiben. Die Fähigkeit, eine motivationsfördernde Umgebung zu schaffen, erfordert sowohl Übung als auch Fachkenntnis, denn den meisten Menschen ist diese Eigenschaft nicht angeboren. Die Motivationsfähigkeit von Führungskräften spielt eine entscheidende Rolle für den Erfolg Ihres Unternehmens. In diesem Kurs erfahren Sie, warum Motivationsstrategien für Führungskräfte wichtig sind. Zudem erlernen Sie praktische Techniken, um die Motivation unter den Mitarbeitern in Ihrem Unternehmen zu fördern.

Les Essentiels du Leadership : Savoir motiver (FR)

lead_05_a01_bs_fr French 1 hour Imaginez ce à quoi ressemblerait votre entreprise si vous et vos collègues n'étiez pas motivés. La motivation est ce qui pousse les gens à entreprendre aussi bien de petites tâches que de vastes projets. Sans motivation, rien ne serait fait. La capacité à créer un environnement qui favorise la motivation demande de la pratique et des compétences puisque ce n'est pas une qualité inhérente à la plupart des gens. En tant que leader, votre capacité à motiver joue un rôle essentiel dans la réussite de votre entreprise. Ce cours vous aide à comprendre pourquoi, en tant que leader, les stratégies de motivation sont importantes. Il fournit également des techniques concrètes qui favorisent la motivation dans l'entreprise.


Basi di leadership: Motivare i dipendenti (IT)

lead_05_a01_bs_it Italian 1 hour Immagina come sarebbe la tua organizzazione se tu e i tuoi colleghi non foste motivati. La motivazione è ciò che spinge le persone a fare le cose, che siano piccoli compiti o grandi imprese. Senza la motivazione, niente verrebbe portato a termine. L'abilità di creare un ambiente che incoraggia la motivazione richiede sia pratica che capacità e non è una qualità intrinseca nella maggior parte delle persone. In quanto leader, la tua capacità di motivazione gioca un ruolo fondamentale nel successo della propria organizzazione. Questo corso aiuta a comprendere le ragioni alla base del ruolo fondamentale rivestito dalle strategie motivazionali per i leader. Offre inoltre tecniche pratiche per incoraggiare la motivazione tra i dipendenti della propria organizzazione.

Establishing Team Goals and Responsibilities (EN/DE/FR/IT versions)

team_02_a02_bs_enus English 1 hour All individuals have strengths that allow them to achieve goals consistently and successfully. In a team setting, those individual strengths can combine to lead the whole team to success, or they can create conflict and tension. To harness individual strengths and personalities, you need solid ground rules for the team. You also need to allocate roles and responsibilities for maximum efficiency. This course outlines initial steps that should be performed when building a team, including establishing the team goal and assigning roles to individual team members in a way that ensures the team will collectively meet its goal. The course also discusses the importance of fully understanding one's responsibilities and how the various roles work together to achieve the goal.

Festlegen von Teamzielen und Verantwortungsbereichen (DE)

team_02_a02_bs_de German 1 hour Alle Menschen haben Stärken, die es ihnen ermöglichen, Ziele erfolgreich und folgerichtig zu erreichen. Im Rahmen eines Teams können diese individuellen Stärken kombiniert werden, um das gesamte Team zum Erfolg zu führen. Sie können jedoch auch zu Konflikten und Spannungen führen. Um Vorteile aus individuellen Stärken und Charakterzügen zu ziehen, brauchen Sie solide Grundregeln für ein Team. Darüber hinaus müssen Sie im Hinblick auf eine maximale Effizienz Rollen und Verantwortungsbereiche festlegen. |n |n In diesem Kurs werden die ersten Schritte umrissen, die beim Aufbauen eines Teams befolgt werden sollten. Dazu zählt das Festlegen der Ziele für das gesamte Team sowie der Rollen der einzelnen Teammitglieder. Dies sollte auf eine Art und Weise erfolgen, die sicherstellt, dass das Team die Ziele gemeinsam erreicht. Der Kurs befasst sich außerdem damit, wie wichtig es ist, die eigenen Verantwortungsbereiche sowie das Zusammenwirken der verschiedenen Rollen beim Erreichen des Ziels vollständig zu verstehen.


Définition des objectifs et des responsabilités d'une équipe (FR)

team_02_a02_bs_fr French 1 hour Tous les individus ont des points forts qui leur permettent de réussir régulièrement leurs objectifs. Dans une équipe, ces atouts individuels peuvent se combiner pour permettre à l'ensemble de l'équipe de réussir, mais ils peuvent aussi être à l'origine de conflits et de tensions. Pour rassembler les différentes forces et personnalités, vous avez besoin de règles de base solides pour l'équipe. Vous devez aussi attribuer des rôles et des responsabilités pour assurer une efficacité optimale. Ce cours décrit les étapes initiales requises lors de la constitution d'une équipe, notamment la définition de son but et l'attribution de rôles à ses membres pour leur permettre d'atteindre collectivement les objectifs de cette équipe. Il explique aussi l'importance d'une compréhension complète des responsabilités de chacun et la manière dont les différents rôles collaborent pour atteindre les objectifs.

Definire obiettivi e responsabilità nel team (IT)

team_02_a02_bs_it Italian 1 hour Ogni individuo è dotato di punti di forza che gli permettono di raggiungere gli obiettivi costantemente e con successo. In un ambiente di squadra tali punti di forza individuali si possono combinare per condurre l'intero team al successo, oppure possono creare conflitti e tensioni. Per sfruttare i punti di forza e le personalità individuali sono necessarie solide regole di base per il team. È anche necessario assegnare ruoli e responsabilità per raggiungere la massima efficienza. Questo corso delinea i passaggi iniziali che devono essere compiuti nella costruzione di un team, inclusa la definizione degli obiettivi del team e l'assegnazione di ruoli ai membri individuali del team in modo che sia assicurato che la squadra raggiunga il proprio obiettivo. Il corso inoltre discute l'importanza di una piena comprensione delle proprie responsabilità e di come i vari ruoli collaborino per il raggiungimento dell'obiettivo.

Elements of a Cohesive Team (EN/DE/FR/IT versions)

team_02_a03_bs_enus English 1 hour Three elements are always present in any effective, cohesive team: open communication, cooperation, and trust. Like the strands of a cord, these elements hold the team together and give it strength. Without these elements, team members will not participate fully in team activities and they won't find true satisfaction in their work. When trust and open communication is present, ideas flow and people find solutions to problems. When there's cooperation, team members feel connected to each other, and morale is high. This course introduces techniques for building a cohesive team and highlights how poor communication, a trust-deficient atmosphere, and a lack of cooperation among team members leads to failure of the team achieving its goals. This course covers what needs to happen in order to reach true unity and cohesiveness, which will in turn take the team to new heights.


Elemente eines zusammenhaltenden Teams (DE)

team_02_a03_bs_de German 1 hour In jedem effektiven, zusammenhaltenden Team sind immer drei Elemente vorhanden: offene Kommunikation, Kooperation und Vertrauen. Diese Elemente halten das Team zusammen wie die Stränge einer Kordel und verleihen ihm Stärke. Ohne diese Elemente beteiligen sich die Teammitglieder nicht vollständig an Teamaktivitäten und werden in ihrer Arbeit keine echte Befriedigung finden. Wenn Vertrauen und offene Kommunikation vorhanden sind, fließen die Ideen und die Mitarbeiter finden Lösungen für Probleme. Wenn es im Team Kooperation gibt, fühlen sich die Teammitglieder gegenseitig verbunden und die Moral ist hoch. |n |n In diesem Kurs werden Techniken für das Aufbauen eines zusammenhaltenden Teams eingeführt, und es wird beleuchtet, wie schlechte Kommunikation, eine vertrauensarme Atmosphäre und mangelnde Kooperation unter den Teammitgliedern dazu führen, dass das Team beim Erreichen seiner Ziele scheitert. Der Kurs beleuchtet, was geschehen muss, um Einigkeit und Zusammenhalt im Team zu erreichen, wodurch das Team wiederum zu neuen Höchstleistungen angespornt wird.

Éléments d'une équipe soudée (FR)

team_02_a03_bs_fr French 1 hour On retrouve toujours trois mêmes éléments au sein d'une équipe efficace et soudée : communication ouverte, coopération et confiance. Comme les fibres d'une corde, ces éléments soudent l'équipe et lui donnent de la force. Sans ces éléments, les membres de l'équipe ne participent pas pleinement aux activités de l'équipe et ils ne retirent pas une vraie satisfaction de leur travail. Lorsque la confiance et la communication ouverte sont présentes, les idées fusent et les individus trouvent des solutions aux problèmes. Lorsque la coopération est présente, les membres de l'équipe se sentent unis et l'ambiance est bonne. Ce cours présente des techniques d'établissement d'une équipe soudée et souligne de quelle manière une équipe ne parvient pas à atteindre ses objectifs si la communication est mauvaise, si la confiance n'est pas établie et s'il y a un manque de coopération entre les membres de l'équipe. Ce cours présente ce qui doit se produire afin d'atteindre une unité et une cohésion véritables, qui, à leur tour, confèreront une nouvelle dimension à l'équipe.

Elementi di un team coeso (IT)

team_02_a03_bs_it Italian 1 hour Tre elementi sono sempre presenti in qualsiasi team efficace e coeso: comunicazioni aperte, cooperazione e fiducia. Come i canapi di una corda, tali elementi tengono insieme il team e gli danno forza. Senza questi elementi i membri del team non parteciperanno completamente alle attività del team e non troveranno completa soddisfazione nel proprio lavoro. Quando la fiducia e le comunicazioni aperte sono presenti, le idee scorrono e gli individui trovano soluzioni ai problemi. Quando c'è cooperazione, i membri del team si sentono collegati gli uni con gli altri e il morale è elevato. Questo corso introduce le tecniche utilizzate per la costruzione di un team coeso e sottolinea come la scarsa comunicazione, un'atmosfera mancante di fiducia e una mancanza di cooperazione fra i membri del team conducano all'impossibilità per il team di raggiungere i propri obiettivi. Questo corso si occupa di ciò che deve avvenire per far sì che si raggiunga una vera unità e coesione, che a loro volta porteranno il team a nuovi livelli.


Effective Team Communication (EN/DE/FR/IT versions)

team_02_a04_bs_enus English 1 hour Regardless of how talented the individual members of your team are, they can only get your team so far alone. To maximize their potential, teams rely on the participation, input, and opinions of all team members. Learning to speak up and encouraging others to open up are important to a team's success. Effective communication is the fuel that will keep your team going to the finish line. In this course, you'll learn the importance of fostering a team environment that encourages open and supportive communication. You will learn to recognize common verbal barriers that can seriously interfere with team productivity and learn strategies for eliminating those barriers. This course also covers active listening and presents techniques for listening more effectively to teammates, thereby encouraging the sharing of ideas within the team.

Effektive Teamkommunikation (DE)

team_02_a04_bs_de German 1 hour Ungeachtet dessen, wie begabt die einzelnen Mitglieder Ihres Teams sind, alleine können sie Ihr Team nur bis zu einer bestimmten Grenze vorwärts bringen. Um das Potenzial des Teams voll zur Geltung zu bringen, müssen sich alle Mitglieder einbringen, sei es mit aktiver Beteiligung oder mit persönlichen Meinungen. Damit Ihr Team erfolgreich sein kann, müssen Sie lernen, das Wort zu ergreifen und andere zu ermutigen, sich ebenfalls zu öffnen. Effektive Kommunikation ist der Antrieb, der Ihr Team ins Ziel bringt. |n |n In diesem Kurs erfahren Sie, wie wichtig ein Umfeld ist, das eine offene und unterstützende Teamkommunikation fördert. Sie lernen, häufig vorkommende verbale Barrieren zu erkennen, die eine Gefahr für die Produktivität des Teams sind, und es werden Strategien zu deren Beseitigung vorgestellt. Der Kurs hat außerdem aktives Zuhören zum Thema sowie Techniken, wie Sie Teammitgliedern effektiver zuhören können und dadurch die Zusammenarbeit im Team fördern.

Communication d'équipe efficace (FR)

team_02_a04_bs_fr French 1 hour Quelles que soient les compétences de chaque membre de votre équipe, seules, elles ne mèneront pas votre équipe bien loin. Pour optimiser leur potentiel, les équipes s'appuient sur la participation, les commentaires et les opinions de tous les membres de l'équipe. Apprendre à défendre ses opinions et encourager les autres à s'ouvrir sont essentiels à la réussite d'une équipe. Une communication efficace est le carburant qui permettra à votre équipe de franchir la ligne d'arrivée. Ce cours vous apprendra combien il est important d'entretenir un environnement d'équipe qui encourage une communication ouverte et stimulante. Vous apprendrez à reconnaître les barrières verbales courantes susceptibles d'interférer grandement avec la productivité de l'équipe et vous vous familiariserez avec les stratégies d'élimination de ces barrières. Ce cours présente également l'écoute active et les techniques permettant d'écouter plus efficacement les membres de l'équipe, et par conséquent d'encourager le partage d'idées au sein de l'équipe.


Comunicazione efficace del team (IT)

team_02_a04_bs_it Italian 1 hour A prescindere da quanto talento abbiano i membri individuali del proprio team, essi, da soli, possono portare avanti il team solo fino ad un certo punto. Per massimizzare il proprio potenziale i team si affidano alla partecipazione, agli input e alle opinioni di tutti i membri del team. Apprendere come farsi sentire e come incoraggiare gli altri ad aprirsi è importante per il successo di un team. La comunicazione efficace è il carburante che porterà il team al traguardo. In questo corso si apprenderà l'importanza di coltivare un ambiente di team che incoraggi la comunicazione aperta ed efficace. Si apprenderà a riconoscere le barriere verbali comuni che possono interferire seriamente con la produttività del team e si apprenderanno le strategie per eliminare tali barriere. Questo corso tratta inoltre dell'ascolto attivo e presenta tecniche per ascoltare più efficacemente i compagni di team, incoraggiando pertanto la condivisione di idee all'interno del team.

Using Feedback to Improve Team Performance (EN/DE/FR/IT versions)

team_02_a05_bs_enus English 1 hour A crucial component of optimal team performance is the ability of all team members to openly express their ideas, goals, and needs, as well as share thoughts about each other's performance – both positive and negative. The same principle applies when it comes to receiving feedback. It's far better to hear the truth directly than to assume your performance is the best it can be. In this course, you'll learn how to deliver feedback to other members of your team using a direct, honest, and assertive style that strives to eliminate uncertainty. You'll also learn techniques to help you receive and process feedback provided by other team members. Mastering this feedback loop provides an opportunity to grow as an individual, as well as improve team performance as a whole.

Verbessern der Teamleistung mithilfe von Feedback (DE)

team_02_a05_bs_de German 1 hour Eine wesentliche Voraussetzung für eine optimale Teamleistung ist die Fähigkeit aller Teammitglieder, offen über Ideen, Ziele und Bedürfnisse zu sprechen sowie sich gegenseitig über die Leistung auszutauschen – ob positiv oder negativ. Dasselbe Prinzip gilt für die Annahme von Feedback. Es ist immer besser, direkt die Wahrheit zu hören, als von einer perfekten Leistung auszugehen. |n In diesem Kurs erfahren Sie, wie Sie anderen Teammitgliedern auf direkte, ehrliche und assertive Weise Feedback geben, um Unsicherheit zu vermeiden. Sie werden außerdem Techniken erlernen, die Ihnen helfen, mit dem Feedback von anderen Teammitgliedern umzugehen. Diese Feedbackschleife hilft Ihnen, sich persönlich weiterzuentwickeln und die Teamleistung insgesamt zu verbessern.


Utilisation des commentaires pour améliorer les performances d'une équipe (FR)

team_02_a05_bs_fr French 1 hour Dans le cadre de l'optimisation des performances d'une équipe, la possibilité pour tous les membres d'exprimer leurs idées, buts et besoins, ainsi que de partager leurs pensées (positives et négatives) sur leurs performances respectives est un élément crucial. Il en va de même pour l'accueil des commentaires. Il est nettement préférable d'entendre la vérité directement plutôt que de supposer que vos performances sont les meilleures qui soient. Dans ce cours, vous apprendrez à faire part de vos commentaires aux autres membres de l'équipe en utilisant un style direct, honnête et assuré qui s'efforce d'éliminer toute incertitude. Vous apprendrez également des techniques vous permettant de recevoir et de traiter les commentaires faits par d'autres membres de l'équipe. La maîtrise de cette boucle des commentaires permet un épanouissement personnel et l'amélioration des performances globales de l'équipe.

Usare il feedback per migliorare la prestazione del team (IT)

team_02_a05_bs_it Italian 1 hour Una componente cruciale di una prestazione del team ottimale è la capacità di tutti i membri del team di esprimere apertamente le proprie idee, i propri traguardi e i propri bisogni, nonché condividere i pensieri relativi alle prestazioni degli altri, sia negativi che positivi. Lo stesso principio vale per quanto riguarda il feedback. È molto meglio udire direttamente la verità piuttosto di presupporre che la propria prestazione sia la migliore possibile. In questo corso si apprenderà come fornire feedback ad altri membri del team utilizzando uno stile diretto, onesto e assertivo che cerca di eliminare le incertezze. Si apprenderanno inoltre le tecniche per ricevere ed elaborare il feedback fornito da altri membri del team. La padronanza di questo ciclo di feedback fornisce un'opportunità di crescita individuale e migliora la prestazione complessiva del team.

Leading Teams: Launching a Successful Team (EN/DE/FR/IT versions)

team_03_a01_bs_enus English 1 hour Leading successful teams is an art, and team leaders can face many challenges when trying to optimize team performance. Whether you're a current team leader or simply someone who would like to develop the skills that would make you a strong candidate, you need to know certain things about how teams function and what it takes to develop a high-performance team. Among the most important things to know: good team development begins on day one. Forming an effective and cohesive team is fundamental to the success of the team later on, and pulling the right team together from the start has benefits far beyond just completing tasks on time. In this course, you'll learn techniques for setting up successful teams that can be applied to a variety of team environments. This course outlines the benefits of business teams and the importance of taking proactive measures to ensure a smooth transition during the initial phase of team formation. It reviews the five stages of team development and offers strategies for dealing with issues that may arise during the first stage, Forming. You'll learn strategies for selecting high-performing team members most suited for your project or team, as well as recommendations for performing proper introductions, clarifying team purpose and context, and making sure team members understand their responsibilities. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Leiten von Teams: Starten eines erfolgreichen Teams (DE)

team_03_a01_bs_de German 1 hour Das Leiten eines erfolgreichen Teams ist eine Kunst, und Teamleiter müssen bei den Bemühungen zur Optimierung der Teamleistungen unter Umständen zahlreiche Herausforderungen bewältigen. Unabhängig davon, ob Sie bereits ein Teamleiter sind oder einfach nur die Kompetenzen erwerben möchten, die einen Spitzenkandidaten für diese Funktion auszeichnen, müssen Sie bestimmte Sachverhalte über die Funktionsweisen von Teams und den Aufbau eines leistungsstarken Teams kennen. Einer der wichtigsten zu bedenkenden Punkte ist: Gute Teamentwicklung beginnt am ersten Tag. Die Formierung eines effizienten und zusammenhaltenden Teams ist fundamental für den späteren Erfolg des Teamleiters. Und das Aufstellen des von Anfang an richtigen Teams bietet weitaus mehr Vorteile, als nur termingerecht erledigte Aufgaben. |n In diesem Kurs werden Techniken zum Aufbauen erfolgreicher Teams behandelt, die Sie in verschiedenen Teamumgebungen anwenden können. Weiterhin werden die Vorteile von Geschäftsteams und die Bedeutung des Ergreifens vorausschauender Maßnahmen zur Sicherstellung eines reibungslosen Ablaufs in der Startphase der Teambildung erklärt. Sie erhalten einen Überblick über die fünf Phasen der Teamentwicklung und über Strategien zur Behandlung von Problemen, die in der ersten Phase, der Formierung, auftreten können. Ferner lernen Sie Strategien zur Auswahl von leistungsstarken Teammitgliedern kennen, die die besten Voraussetzungen für Ihr Team oder Ihr Projekt mitbringen. Außerdem erhalten Sie Empfehlungen zum Abhalten von geeigneten Vorstellungsrunden, zum Klären des Teamzwecks und -kontexts und zum Sicherstellen, dass Teammitglieder ihre Verantwortlichkeiten begreifen.

Conduite d'équipes : Lancement d'une équipe performante (FR)

team_03_a01_bs_fr French 1 hour La direction d'une équipe performante est un art et les chefs d'équipe doivent relever de nombreux défis pour optimiser les performances de leur équipe. Que vous soyez déjà chef d'une équipe ou que vous souhaitiez simplement développer les compétences qui feraient de vous un candidat crédible, vous devez connaître certaines choses sur le fonctionnement des équipes et apprendre à développer une équipe à haute performance. Voici quelques points essentiels que vous devez connaître : le bon développement d'une équipe commence dès le premier jour. La constitution d'une équipe efficace et soudée est fondamentale pour la réussite future de l'équipe. La constitution de l'équipe adéquate dès le début offre des avantages bien plus importants qu'un simple respect des délais. Ce cours vous apprendra des techniques de constitution d'équipes performantes qui peuvent s'appliquer à de nombreux environnements d'équipe. Il décrit les avantages des équipes professionnelles et l'importance des mesures proactives pour assurer une transition en douceur lors de la phase initiale de la constitution d'une équipe. Il présente les cinq étapes du développement d'équipe et propose des stratégies permettant de résoudre des problèmes pouvant survenir lors de la première étape, la constitution. Vous découvrirez des stratégies permettant de sélectionner des membres d'équipe très performants, les mieux adaptés à votre projet ou à votre équipe et vous bénéficierez de conseils pour bien mener les présentations, clarifier la fonction et le contexte d'une équipe et vous assurer que les membres de l'équipe comprennent leurs responsabilités.


Guidare i team: Lanciare un team di successo (IT)

team_03_a01_bs_it Italian 1 hour Guidare team di successo è un'arte e a volte un team leader deve affrontare molte sfide per poter ottimizzare le prestazioni di un team.Sia che tu sia già un team leader o che tu voglia semplicemente sviluppare le capacità per diventare un buon candidato per questo ruolo, devi sapere alcune cose su come funziona un team e su come portare un team ad avere delle buone prestazioni. Tra le cose più importanti da sapere: lo sviluppo di un buon team inizia già dal giorno uno. Formare un team coeso ed efficiente è fondamentale perché in futuro possa avere successo e mettere insieme fin dall'inizio il team giusto porta vantaggi che vanno ben oltre il semplice riuscire a completare le attività in tempo. Questo corso illustra tecniche di impostazione di team di successo da poter utilizzare in moltissimi ambienti di lavoro.Verranno sottolineati i vantaggi dell'utilizzo di team di lavoro e l'importanza di adottare misure proattive per assicurare una facile transizione durante la fase iniziale di formazione del team. Saranno discusse le cinque fasi dello sviluppo del team e offerte strategie per risolvere problemi che potrebbero sorgere durante la prima fase, la Formazione. Imparerai strategie per selezionare i membri del team più performanti in relazione ad un progetto o team e sarai guidato su come effettuare una buona presentazione, che chiarisca lo scopo e il contesto del team e permetta a ciascun membro di sapere esattamente quali siano le proprie responsabilità.*

Leading Teams: Building Trust and Commitment (EN/DE/IT versions)

team_03_a04_bs_enus English 1 hour Highly successful teams have members who exhibit certain key characteristics, including an honest and fair approach, personal integrity, and a positive attitude. But two personal qualities are particularly crucial for a member of a high-performance team: a healthy level of trust in others and a sense of commitment to the team. In the early stages of team development, leaders must set up structures and processes that support the development of these team characteristics. This course offers strategies used to build trust based on encouraging honest, accountable, fair, and positive behavior. The course also provides leaders with strategies that help increase team member commitment, such as being supportive, making members feel secure, providing interesting work, and acknowledging contributions and achievements. By using these strategies, team leaders can develop a cohesive team that works together to reach its goals. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Leiten von Teams: Aufbauen von Vertrauen und Engagement (DE)

team_03_a04_bs_de German 1 hour Erfolgreiche Teams verfügen über Mitglieder, die bestimmte Schlüsseleigenschaften aufweisen. Dazu gehören ein ehrlicher und fairer Ansatz, persönliche Integrität und eine positive Einstellung. Zwei Qualitäten sind für ein Mitglied eines leistungsstarken Teams jedoch besonders wichtig: ein gesundes Maß an Vertrauen in andere und Engagement für das Team. In den Frühphasen der Teamentwicklung müssen Führungskräfte Strukturen und Prozesse einrichten, welche die Entwicklung dieser Teameigenschaften fördern. In diesem Kurs erlernen Sie Strategien zum Aufbau von Vertrauen durch das Fördern von ehrlichem, verantwortungsvollem, gerechtem und positivem Verhalten. Der Kurs stattet Führungskräfte außerdem mit Strategien aus, die beim Steigern des Engagements von Teammitgliedern helfen. Diese Strategien umfassen ein unterstützendes Verhalten, das Sorgen dafür, dass Teammitglieder sich sicher fühlen, das Bereitstellen interessanter Arbeit sowie das Würdigen von Beiträgen und Erfolgen. Durch das Einsetzen dieser Strategien können Teamleiter ein Team entwickeln, das zusammenhält und zum Erreichen seiner Ziele zusammenarbeitet.


Guidare i team: Creare fiducia e coinvolgimento (IT)

team_03_a04_bs_it Italian 1 hour I team che ottengono grandi risultati sono quelli i cui membri presentano determinate caratteristiche chiave, quali ad esempio un modo di fare onesto e leale, integrità personale e atteggiamento positivo. Due qualità personali dei membri sono particolarmente importanti perché un team possa raggiungere buone prestazioni: un alto grado di fiducia negli altri e un senso di coinvolgimento nel team. All'inizio dello sviluppo del team, un leader deve impostare sistemi e procedure che favoriscano lo sviluppo di queste caratteristiche nel team. Questo corso presenta delle strategie atte a creare fiducia mediante l'incoraggiamento di comportamenti onesti, responsabili, corretti e costruttivi. Il corso parla, inoltre, delle strategie per aumentare il coinvolgimento dei membri del team, tra cui offrire supporto e sicurezza, fornire lavori interessanti e riconoscere contributi e risultati. Tramite queste strategie, un leader può ottenere un team coeso che lavori compattamente per il raggiungimento dei propri obiettivi.

Leading Teams: Fostering Effective Communication and Collaboration (EN/DE/FR/IT versions)

team_03_a05_bs_enus English 1 hour You have a team established and everyone is committed to the team goals. However, a common focus is not always enough to help your team achieve success. You must ensure that team members can communicate with you and with one another, and that they will work as a team rather than as individuals. This course outlines the importance and benefits of promoting team communication and collaboration. It covers techniques for encouraging effective communication by employing a favorable communication style and ensuring the team profits from team meetings. The course also introduces strategies that team leaders should implement to encourage team collaboration, including fostering shared ownership and stressing the team orientation. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Leiten von Teams: Fördern effektiver Kommunikation und Zusammenarbeit (DE)

team_03_a05_bs_de German 1 hour Sie haben ein Team zusammengestellt und jeder im Team engagiert sich für die Teamziele. Ein gemeinsamer Schwerpunkt ist jedoch nicht immer genug, um Ihrem Team bei seinem Erfolg zu helfen. Sie müssen sicherstellen, dass Ihre Teammitglieder mit Ihnen und untereinander kommunizieren können, und dass sie als Team arbeiten, und nicht als Einzelpersonen. |n Dieser Kurs befasst sich mit der Wichtigkeit und den Vorteilen der Förderung von Kommunikation und Zusammenarbeit im Team. Er behandelt Techniken zum Ermutigen effektiver Kommunikation durch das Einsetzen eines vorteilhaften Kommunikationsstils und durch das Sicherstellen, dass das Team von den Teambesprechungen profitiert. In dem Kurs werden außerdem Strategien eingeführt, die Teamleiter umsetzen sollten, um die Zusammenarbeit innerhalb des Teams zu ermutigen. Dazu gehören das Fördern geteilter Verantwortung und das Herausstreichen von Teamorientierung.


Conduite d'équipes : Favoriser une communication et une collaboration efficacies (FR)

team_03_a05_bs_fr French 1 hour Vous disposez d'une équipe déjà constituée et chacun de ses membres adhère pleinement aux objectifs de l'équipe. Cependant, l'existence d'une visée commune ne suffit pas toujours à mener une équipe vers la réussite. Vous devez vous assurer que ses membres peuvent communiquer avec vous et entre eux et que chacun travaille en équipe plutôt que séparément. Ce cours souligne l'importance de promouvoir la communication et la collaboration au sein d'une équipe et les avantages qui en résultent. Il présente les techniques qui favorisent une communication efficace. Elles consistent à adopter un style de communication approprié et à s'assurer que l'équipe tire profit de ses réunions. Le cours aborde également les stratégies que les responsables doivent mettre en œuvre pour encourager la collaboration dans leur équipe, en favorisant notamment le sentiment d'appropriation commune et en insistant sur l'esprit d'équipe.

Guidare i team: Promuovere una comunicazione e collaborazione efficace (IT)

team_03_a05_bs_it Italian 1 hour Disponi di un team ben definito in cui ognuno si impegna verso gli obiettivi stabiliti. Tuttavia, un obiettivo comune non è sempre sufficiente per aiutare il team a raggiungere il successo. È necessario garantire che i membri del team possano comunicare con te e tra loro, e che lavorino come un team piuttosto che che come individui. Questo corso sottolinea l'importanza e i benefici derivanti dalla promozione di una comunicazione e collaborazione del team. Tratta tecniche per incoraggiare una comunicazione efficace adottando uno stile di comunicazione favorevole e garantendo che il team tragga profitto dalle riunioni del team. Il corso introduce inoltre strategie che i leader del team devono adottare per promuovere la collaborazione del team, anche tramite la promozione della proprietà condivisa e sottolineando l'orientamento di gruppo.

Leading Teams: Motivating and Optimizing Performance (EN/DE/FR/IT versions)

team_03_a06_bs_enus English 1 hour As teams mature, they're able to perform more independently. Accordingly, team leaders must shift their role to one of maintaining motivation and optimizing team member performance. This ensures that their teams continue to perform at peak levels. The early stages of team development are about establishing the purpose of the team and its key goals, but once the team is up and running, the leader has a prominent role to play in guiding the team to success. This course describes ways to optimize team performance and effectiveness through assessments and feedback. It outlines strategies for sustaining high performance, including using coaching to improve team performance and motivating through shared leadership. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Leiten von Teams: Motivieren und Steigern der Leistung (DE)

team_03_a06_bs_de German 1 hour Je weiter sich Teams entwickeln, desto unabhängiger können sie agieren. Entsprechend verschiebt sich die Rolle der Teamleiter immer stärker in Richtung Motivation und Leistungssteigerung. Dadurch wird sichergestellt, dass ihre Teams durchgängig höchste Leistungen erbringen. In den frühen Phasen der Teamentwicklung werden die Aufgabe des Teams und seine wichtigsten Ziele definiert. Ist das Team aber erst etabliert, hat der Teamleiter die Aufgabe, das Team zum Erfolg zu führen. |n In diesem Kurs wird erläutert, wie Sie die Leistung und die Effektivität Ihres Teams mithilfe von Beurteilungen und Feedback optimieren können. Außerdem werden Strategien skizziert, wie sich dieses hohe Leistungsniveau aufrechterhalten lässt. Dazu gehören das Coaching zur Verbesserung der Teamleistung und das Motivieren durch laterale Führung.

Conduite d'équipes : Motivation et optimisation des performances (FR)

team_03_a06_bs_fr French 1 hour Lorsque les équipes « mûrissent », elles sont capables de fonctionner de façon plus indépendante. Les chefs d'équipe doivent alors veiller à préserver la motivation et à optimiser les performances des membres de l'équipe. Cela leur permet de s'assurer que leurs équipes continuent à fonctionner de manière optimale. Les premières étapes du développement d'une équipe consistent à définir son rôle et ses principaux objectifs. Mais, lorsque l'équipe est opérationnelle, le rôle du dirigeant est essentiel pour la mener au succès. Ce cours décrit les différents moyens d'optimiser les performances et l'efficacité d'une équipe par le biais d'évaluations et de commentaires. Il décrit les stratégies permettant de maintenir des performances élevées, grâce à un accompagnement qui améliore les performances de l'équipe et à la motivation que génère la mise en œuvre d'une direction partagée.

Guidare i team: Motivare e ottimizzare la prestazione (IT)

team_03_a06_bs_it Italian 1 hour Se un team è maturo, i membri sono capaci di lavorare più indipendentemente. Di conseguenza, i leader del team con il loro ruolo, devono mantenere la motivazione e ottimizzare la prestazione dei membri del team. Ciò garantisce che il loro team continui ad avere prestazioni ad livelli elevati. Le prime fasi dello sviluppo dei team sono quelle in cui va stabilito lo scopo del team e i suoi obbiettivi chiave, ma una volta che il team è in azione, il leader ha l'importante ruolo di guidarlo verso il successo. Questo corso descrive i modi per ottimizzare la prestazione del team e l'efficacia attraverso valutazioni e commenti. Mette in evidenza le strategie per sostenere alte prestazioni, compreso l'utilizzo della formazione per migliorare la prestazione del team e la motivazione, attraverso la leadership condivisa.


Leading Teams: Dealing with Conflict (EN/DE/FR/IT versions)

team_03_a07_bs_enus English 1 hour Successful teams are characterrized by having a clear direction, trust among team members, effective communication, and the ability to quickly resolve conflict. In the early stages of team development, leaders must set up structures and processes that support the development of these team characteristics. Effective leadership is particularly required during the Storming stage of team development when conflict tends to be at its highest. The survival of the team depends on a team leader who can quickly recognize conflict, diagnose its cause, and use strategies to resolve the issue. In doing so, the leader restores trust and positive working relationships among team members. This course offers you an understanding about what causes conflicts on a team and the important role of healthy communication in handling conflicts. It presents many best practice approaches to resolving conflicts and illustrates the tenets of principled negotiation. By learning the principles and strategies presented in this course, you will have the skills to keep your high-performance teams away from destructive patterns of conflict and on track to achieving their goals. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Leiten von Teams: Umgang mit Konflikten (DE)

team_03_a07_bs_de German 1 hour Erfolgreiche Teams zeichnen sich durch eine klare Richtung, Vertrauen zwischen den Teammitgliedern, effektive Kommunikation und die Fähigkeit zur schnellen Lösung von Konflikten aus. In den Frühphasen der Teamentwicklung müssen Führungskräfte Strukturen und Prozesse einrichten, welche die Entwicklung dieser Teameigenschaften fördern. Besonders notwendig ist eine wirksame Führung in der Orientierungsphase der Teamentwicklung, da es in dieser Phase zu einer Anhäufung von Konflikten kommen kann. Das Team kann nur mit einer Führungskraft bestehen, die Konflikte schnell erkennt, deren Ursachen ermittelt und Strategien zur Lösung des Problems einsetzt. Die Führungskraft stellt hiermit das Vertrauen und die positive Arbeitsatmosphäre im Team wieder her. |n In diesem Kurs lernen Sie die Ursachen von Konflikten im Team kennen und erfahren, wie wichtig eine gesunde Kommunikation bei der Konfliktbewältigung ist. Der Kurs stellt viele bewährte Vorgehensweisen zum Lösen von Konflikten vor und erläutert die Lehre des prinzipienorientierten Verhandelns. Die Kenntnis der in diesem Kurs vorgestellten Grundsätze und Strategien befähigt Sie, destruktive Konfliktmuster von leistungsfähigen Teams fernzuhalten und die Teams bei der direkten Erreichung ihrer Ziele zu unterstützen.

Conduite d'équipes : Gestion des conflits (FR)

team_03_a07_bs_fr French 1 hour Les équipes qui réussissent ont pour caractéristiques une orientation claire, une confiance entre les membres de l'équipe, une communication efficace et la capacité à résoudre rapidement les conflits. Aux premiers stades du développement d'une équipe, les dirigeants doivent définir les structures et les processus soutenant le développement de ces caractéristiques d'équipe. Une direction efficace est particulièrement requise au cours de l'étape d'affrontement du développement de l'équipe, au moment où le conflit tend à être à son maximum. La survie de l'équipe dépend de la capacité d'un chef d'équipe à reconnaître rapidement un conflit, en diagnostiquer la cause et employer des stratégies visant à résoudre ce problème. Il restaure ainsi la confiance et des relations de travail positives entre les membres de l'équipe. Ce cours vous aide à comprendre ce qui cause les conflits au sein d'une équipe et le rôle important d'une communication saine dans le traitement des conflits. Il présente un grand nombre d'approches de bonnes pratiques


visant à résoudre les conflits et illustre les principes de la négociation raisonnée. Par l'apprentissage des principes et stratégies présentés dans ce cours, vous disposerez des compétences pour que votre équipe demeure à l'écart des modèles destructeurs de conflits et reste sur la voie de l'atteinte de leurs objectifs.

Guidare i team: Gestire il conflitto (IT)

team_03_a07_bs_it Italian 1 hour I team di successo sono caratteizzati dal fatto di avere un obbiettivo chiaro, dalla fiducia tra i membri, dalla comunicazione efficace, e dalla capacità di risolvere i conflitti velocemente. Nelle prime fasi dello sviluppo del team, i leader devono stabilire delle strutture e dei processi che sostengano lo sviluppo di queste caratteristiche del team. La leadership effettiva è particolarmente importante durante la fase storming dello sviluppo del team, quando il conflitto tende ad essere al più alto livelo. La sopravvivenza del team dipende dal leader del team, se è in gradi di riconoscere velocemente il conflitto, diagnosticare le sue cause, e usare le strategie per risolvere il problema. Nel fare ciò, il leader rispristina la fiducia e le relazioni di lavoro positive, tra i membri. Questo ti fa capire quali sono le cause dei conflitti in un team, e l'importante ruolo della comunicazione sana nella gestione dei conflitti. Presenta molti dei migliori approcci di pratiche di risoluzione per risolvere i conflitti e illustrare le dottrine del principio di negoziazione. Imparando i principi e le strategie presentate nel presente corso, avrai le capacità di mantenere il tuo team ad un alto livello di prestazione, a distanza dai modelli distruttivi di conflitto e sulla buona strada per raggiungere i suoi obbiettivi.

Leading Teams: Managing Virtual Teams (EN/DE/FR/IT versions)

team_03_a08_bs_enus English 1 hour Virtual teams are emerging as the basic unit for conducting business of all types. Studies show that over 80% of workers today are involved in some way with team members who are not physically located in the same office. Virtual communication networks have made virtual teams possible, while globalization has made them a necessity. Leading virtual teams presents new challenges to leaders and managers. Virtual team leaders must find ways to successfully manage people who are separated by distance, time zones, and cultural differences. This course offers leaders a framework for successfully leading virtual teams. It outlines the key competencies that members of virtual teams should possess and offers guidelines for specific virtual team activities, such as teleconferencing and decision making. It also highlights a variety of tools and technologies that are commonly used for collaboration on virtual teams and presents guidelines for knowing how to choose the right technologies for specific situations. Materials designed to support blended learning activities aligned with this course are available from the Resources Page

Leiten von Teams: Managing Virtual Teams (EN)

team_03_a08_bs_de German 1 hour Virtuelle Teams bilden zunehmend die Basis aller Geschäftsaktivitäten. Studien zeigen, dass heute über 80 % der Arbeitnehmer mit Teammitgliedern zusammenarbeiten, die nicht im selben Büro sitzen. Virtuelle Kommunikationsnetze haben virtuelle Teams ermöglicht, die aus der globalisierten Geschäftswelt nicht mehr wegzudenken sind. Die Leitung virtueller Teams stellt neue Herausforderungen für Führungskräfte und Manager dar. Leiter von virtuellen Teams müssen Wege finden, Mitarbeiter zu führen, die durch große Entfernungen, Zeitzonen und kulturelle Unterschiede getrennt sind. |n |n Dieser Kurs bietet Führungskräften wichtige Informationen für die erfolgreiche Leitung virtueller Teams. Die wichtigsten Kompetenzen, die Mitglieder virtueller Teams benötigen, sowie Richtlinien für konkrete Aktivitäten virtueller Teams, wie Telefonkonferenzen und Entscheidungsprozesse, werden genannt. Darüber hinaus werden verschiedene Tools und Technologien beschrieben, die häufig bei der Zusammenarbeit virtueller Teams eingesetzt werden. Außerdem werden Richtlinien für die Auswahl der richtigen Technologien in bestimmten Situationen präsentiert.


Conduite d'équipes : Gestion d'équipes virtuelles (FR)

team_03_a08_bs_fr French 1 hour Les équipes virtuelles sont en passe de devenir l'unité de base de fonctionnement des entreprises de tous types. Les études montrent que plus de 80 % des personnes actives sont aujourd'hui liées d'une manière ou d'une autre à des membres d'équipe qui ne se trouvent pas physiquement au même endroit qu'eux. Les réseaux de communication virtuelle ont favorisé l'apparition des équipes virtuelles et la globalisation les a rendues nécessaires. La conduite d'équipes virtuelles présente de nouveaux défis pour les dirigeants et les responsables. Les chefs d'équipes virtuelles doivent trouver des moyens de diriger efficacement des personnes séparées par la distance, les fuseaux horaires et les différences culturelles. Ce cours propose aux dirigeants un cadre permettant de diriger efficacement les équipes virtuelles. Il passe en revue les aptitudes clés que doivent posséder les membres d'une équipe virtuelle et présente des directives pour des activités d'équipes virtuelles spécifiques, telles que la conférence et la prise de décision. Il met également en évidence une variété d'outils et de technologies communément utilisés pour la collaboration dans une équipe virtuelle et présente des directives permettant de savoir comment choisir la bonne technologie dans les situations spécifiques.

Guidare i team: Gestire team virtuali (IT)

team_03_a08_bs_it Italian 1 hour I team virtuali stanno emergendo sempre più come un'unità di base per la conduzione di imprese di ogni tipo. Gli studi dimostrano che oltre l'80% dei lavoratori al giorno d'oggi è coinvolto in qualche modo con membri del team che non sono fisicamente localizzati nello stesso ufficio. Le reti di comunicazione virtuali hanno reso possibili i team virtuali, mentre la globalizzazione li ha resi necessari. La conduzione di team virtuali presenta nuove sfide per i leader e i manager. I leader di team virtuali devono trovare dei modi di gestire con successo individui che sono separati da distanze, fusi orari e differenze culturali. Questo corso offre ai leader un inquadramento per ottenere successo nel condurre i team virtuali. Delinea le competenze chiave che i membri dei team virtuali devono possedere e offre delle linee guida per specifiche attività dei team virtuali, come ad esempio le teleconferenze e il processo decisionale. Inoltre sottolinea una serie di strumenti e tecnologie che sono comunemente usate per la collaborazione nei team virtuali e presenta delle linee guida per conoscere come scegliere le giuste tecnologie per situazioni specifiche.

Business Coaching: Conducting Coaching Sessions - NEW (EN/DE/FR versions)

mgmt_14_a02_bs_enus English 1 hour An important part of any coaching session is asking the right questions. When you do this, your coachees will be more focused, attentive, and proactive in finding their own solutions. But you need to know what questions to ask, and in what order. It helps to follow a structured approach that guides you from a broad understanding of what your coachee is trying to achieve to a clear action plan with detailed steps. This course describes how to carry out effective coaching sessions, including clarifying the coachee's situation and recognizing and determining the best options for your coachee to work with. Finally, the course provides actions for wrapping up a coaching session, including getting commitment, identifying obstacles, creating a plan with deadlines, and agreeing on support going forward. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Business Coaching : Durchführung von Coachings (Geben Übersetzung) (DE)

mgmt_14_a02_bs_de German 1 hour Ein wichtiger Bestandteil jeder Coachingsitzung sind die richtigen Fragen. Wenn Sie diese stellen, werden sich Ihre Coachees konzentrierter, aufmerksamer und proaktiver auf die Suche nach eigenen Lösungen für ihre Probleme machen. Sie müssen jedoch wissen, welche Fragen Sie stellen sollen und in welcher Reihenfolge. Es ist hilfreich, einem strukturierten Ansatz zu folgen, der Sie von einem umfassenden Verständnis für die Ziele Ihres Coachees bis hin zu einem klaren Aktionsplan mit detaillierten Handlungsschritten führt. |n |n Dieser Kurs beschreibt die wirksame Durchführung von Coachingsitzungen und deckt dabei auch eine Klärung der Situation des Coachees und die Ermittlung seiner besten Handlungsoptionen ab. Zum Schluss stellt der Kurs Maßnahmen zum Abschließen einer Coachingsitzung dar. Hierzu gehören eine Handlungsverpflichtung des Coachees, das Erkennen von Hindernissen, das Erstellen eines Plans mit zeitlichen Fristen und das Vereinbaren einer weitergehenden Unterstützung.

Coaching d'affaires : Mener des séances d'encadrement (FR)

mgmt_14_a02_bs_fr French 1 hour Une part essentielle de toute session d'accompagnement consiste à poser les bonnes questions. Cette procédure permet de renforcer la concentration et l'attention des personnes accompagnées, qui seront plus proactives dans la recherche de solutions. Cependant, vous devez savoir quelles questions poser et dans quel ordre. Grâce à une approche structurée, vous pourrez plus facilement transformer votre compréhension générale des objectifs de la personne accompagnée en un plan d'action clair et détaillé. . Ce cours décrit comment animer des sessions d'accompagnement efficaces. Vous verrez notamment comment clarifier dans quelle situation la personne accompagnée se trouve réellement, comment identifier et choisir des solutions adaptées. Enfin, le cours vous expose comment conclure une session d'accompagnement et amener la personne accompagnée à s'engager sur des objectifs, à identifier des obstacles, à créer un plan d'action comportant des délais, puis à trouver un accord sur un système de soutien adéquat pour les étapes suivantes.

Business Coaching: Building the Coaching Relationship - NEW

mgmt_14_a03_bs_enus English 1 hour Establishing a positive and respectful coaching relationship is integral to the success of your coaching efforts. It lays the groundwork for accomplishing the goals you and your coachee set. This course highlights the importance of a strong coaching relationship. It describes how to establish rapport with your coachee by showing interest, finding common ground, and matching your coachee's demeanor and language. In addition, the course covers ways to develop a positive coaching relationship, including letting coachees act autonomously and take responsibility, and helping them to learn and develop. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


7. Culture change 7.1 Business and Financial Acumen

Understanding Workplace Diversity

_pc_bi_hrbi002 English 6 mins Differences and similarities of ethnic, cultural, and family background are only part of a comprehensive approach to workplace diversity. This Business Impact explores additional elements that are crucial aspects of the diversity mixture in today's business world.

Principles of Accounting and Finance for Non-financial Professionals

fin_02_a01_bs_enus English 1 hour Finance and accounting are at the heart of every business. These functions deal with recording, summarizing, and analyzing financial information across all departments for decision making, directing, and controlling their resources and activities. Every activity or non-activity in an organization has financial implications and financial acumen is expected at every organizational level. Professionals and functional managers in every department and functional area should have a certain amount of comfort and familiarity with the basic accounting and financial concepts, processes and practices so that they can use it to better manage and control their activities and make decisions that support organization's larger goals. This course aims at familiarizing non-financial professionals with basic accounting and financial concepts. You are introduced to key finance and accounting terms and concepts such as the accounting equation, accrual-based accounting, financial risks and returns, and basic accounting principles. This course also takes you through the steps in the accounting process and helps you recognize how business transactions affect various financial statements and the bottom-line of your business.

The Income Statement (EN/DE versions)

fin_03_a06_bs_enus English 1 hour Financial statements show the financial performance of an organization. They are comprised of the Income Statement, the Cash Flow Statement, and the Balance Sheet, and are used both internally and externally by a variety of users. The Income Statement can also be referred to as profit and loss statement or statement of operations, and is one of the most important financial statements. It shows the profitability of a company during a specified accounting period. This course aims to familiarize you with the Income Statement and give you an understanding of how it interacts with other financial statements. You'll be taken through the various components of the Income Statement and taught hands-on knowledge of how to calculate gross profit, operating income, and net income. Finally, the course presents how common business transactions affect the Income Statement and how it interacts with other financial statements.

Die Gewinn- und Verlustrechnung (DE)

fin_03_a06_bs_de


German 1 hour Die Finanzberichte zeigen die Finanzleistung eines Unternehmens an. Sie bestehen aus der Gewinn- und Verlustrechnung (GuV-Rechnung), der Kapitalflussrechnung und der Bilanz, und sie werden von vielen Personenkreisen innerhalb und außerhalb des Unternehmens genutzt. Die Gewinn- und Verlustrechnung, auch als GuV-Rechnung, Erfolgsrechnung oder Ergebnisrechnung bezeichnet, gehört zu den wichtigsten Finanzberichten. Sie zeigt die Rentabilität eines Unternehmens in einer bestimmten Periode. |n |n Dieser Kurs soll Ihnen die GuV-Rechnung näherbringen und ihre Beziehung zu anderen Finanzberichten erläutern. Sie lernen die verschiedenen Positionen der GuV-Rechnung und wie der Bruttoertrag, das Betriebsergebnis und der Reingewinn berechnet werden. Zum Schluss wird gezeigt, wie sich häufige Geschäftsvorfälle auf die GuV-Rechnung auswirken und in welcher Beziehung sie zu den anderen Finanzberichten steht.


7.2 Change Management

Gestion du changement : Affronter le changement de manière positive (FR only)

mgmt_13_a02_bs_fr French 1 hour On dit souvent que les gens n'aiment pas le changement. Mais dès qu'il s'agit de changement dans l’entreprise, les employés sont véritablement intéressés pour rendre les choses meilleures : améliorer les procédures, systèmes, fonctionnements ou services se traduit le plus probablement en améliorations directes également pour les employés. Mais ces derniers ne peuvent pas soutenir le changement et reconnaître ses avantages sans d'abord comprendre son impact sur leurs tâches, procédures ou rôles. Les employés, et les gens en général, lorsqu'ils ont acquis la connaissance et la compréhension, ainsi qu'une vision claire de ce qu'apportera le changement, ne vont pas se contenter de le considérer comme bienvenu. Ils vont l'adopter pleinement. Dans ce cours, vous apprendrez l'importance de construire une ambiance motivante qui soutienne le changement dans votre entreprise, ainsi que l'importance de créer des bénéfices et une vision à court terme. Ce cours décrit les techniques visant à écouter les employés au cours des initiatives de changement, comme l'encouragement à une communication ouverte, l'écoute des sentiments des employés, la vérification de leur compréhension et la prise en compte de leurs commentaires. Il couvre également les mesures à prendre pour soutenir les personnes au cours des initiatives de changement, notamment les accompagner au changement, s'assurer que les employés disposent de la connaissance et des compétences essentielles nécessaires, prendre en compte les caractéristiques individuelles de vos employés et être flexible.

Leadership Essentials: Leading Change (EN/FR/IT versions)

lead_05_a07_bs_enus English 1 hour Change is not an event; it is a process. Change can happen quickly and, in some situations, can be urgent! However, it can take time for individuals to make the transition from one way of working to another. The change process isn't simply about introducing new systems – it's about leading people from an old way of working to a new way of working, and it's vital that you lead the change through to completion! It's important to recognize that your role is to support individuals through the transition and remove obstacles that can hinder a smooth transition from one process to another. This course provides you with strategies for leading changes within an organization, including effective approaches to introducing and communicating change. It also provides practical strategies for dealing with sources of employee resistance to change, and for removing organizational obstacles to ensure the transition is followed through. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Les Essentiels du Leadership : Diriger le changement (FR)

lead_05_a07_bs_fr French 1 hour Le changement n'est pas un événement mais un processus. Il peut être rapide et, dans certains cas, il peut s’avérer urgent. Certaines personnes ont cependant besoin de temps pour faire la transition entre différentes façons de travailler. Le processus de changement ne consiste pas seulement à introduire de nouveaux systèmes. Il s'agit de guider des personnes pour qu'elles abandonnent une ancienne façon de travailler et adoptent une nouvelle façon. Il est essentiel que vous meniez le changement à son terme. Vous devez comprendre que votre rôle consiste à soutenir les personnes pendant la transition et à supprimer les obstacles susceptibles d'entraver la transition en douceur d'un processus à un autre. Ce cours propose des stratégies pour conduire le changement au sein de l'entreprise. Il contient des approches efficaces pour présenter et communiquer sur le changement. Il propose également des stratégies pratiques pour gérer


les causes de la résistance au changement de la part des employés, ainsi que pour supprimer les obstacles générés par l'entreprise elle-même. Ces stratégies vous permettent d'accompagner la transition jusqu'à son terme.

Basi di leadership: Guidare il cambiamento (IT)

lead_05_a07_bs_it Italian 1 hour Il cambiamento non è un evento; è un processo. Il cambiamento può avvenire velocemente e, in alcune situazioni, può essere urgente! Tuttavia, occorre del tempo agli individui per cambiare metodo di lavoro. Il processo di cambiamento non implica semplicemente introdurre nuovi sistemi, ma consiste nel guidare le persone verso un nuovo metodo di lavoro, ed è vitale guidare il cambiamento fino al compimento! È importante riconoscere che il tuo ruolo è sostenere i singoli durante la transizione e rimuovere gli ostacoli che possono intralciare un'agevole transizione da un processo all'altro. Questo corso fornisce le strategie per guidare i cambiamenti all'interno di un'organizzazione, inclusi efficaci approcci per introdurre e comunicare il cambiamento. Fornisce inoltre concrete strategie su come trattare le origini della resistenza dei dipendenti al cambiamento e per rimuovere ostacoli organizzativi al fine di assicurare il compimento della transizione.

Power and Politics in Matrixed Teams

_pc_ch_mgch002 English 15 mins There are many gains to be made by adopting a matrix organizational structure, but the approach itself does not guarantee success. Managers must recognize that authority, power, and internal politics have a significant impact on any team structure.






7.3 Communication

7.3.1 Presentation Skills

Presenting Successfully - NEW

comm_05_a01_bs_enin English 3 hours There are a number of basic types of presentations, but all presentations have four things in common: a presenter, an audience, a venue and a message. This course concentrates on showing how each of these essential elements has to be taken into consideration when preparing a presentation. Presenting is a skill that needs to be learned and practised, starting with how you prepare. This course demonstrates a simple but powerful method for selecting the right content and then structuring it. Controlling nervousness is an important part of preparing and this course helps you to remove anxieties in the presentation environment by making sure that the venue is set up correctly and ensuring that you rehearse appropriately.

Delivering the Message - NEW

comm_05_a02_bs_enin English 3 hours So, the presentation is prepared and practised. Great. But this means nothing to the audience. When you stand there in front of them, all that matters to them is what you look like and what you say. This course is about delivering your message and the techniques you need to do this. First of all, you have to make a positive first impression on your audience members by how and where you stand, by your appearance and how you look at them. Then, you must start explaining your message to the audience, indicating what is important through the language you use and the physical techniques you utilise. Finally, the course shows what is needed to make a presentation really memorable and how to make an impressive presentation.

Les clés d'une présentation réussie (FR only)

comm_05_a01_bs_fr French 3 hours Il existe plusieurs types de présentations, mais chaque présentation comporte quatre éléments clés : un présentateur, un public, une salle de réunion et un message. L'objectif de ce cours consiste à montrer comment ces éléments clés doivent être exploités lors de la préparation d'une présentation. L'art de la présentation est une technique qui s'apprend et qui doit être mise en pratique, en commençant par la préparation. Vous allez apprendre à utiliser une méthode simple permettant de sélectionner et de structurer le contenu de vos présentations. La préparation sert essentiellement à contrôler sa nervosité. Ce cours vous aidera à éliminer toute anxiété liée à l'environnement de la présentation et vous permettra d'organiser la salle de réunion et de vous entraîner.


Basic Presentation Skills: Planning a Presentation (EN/DE/FR versions)

comm_33_a01_bs_enus French 1 hour Even the most seasoned public speakers can experience nerves before a major presentation. The successful ones, however, have learned how to make those nerves work for them. Positive concern about the impact of a presentation can spur presenters to raise their game, enabling them to get the desired results. For example, a presentation can be immeasurably improved if you devote sufficient time and attention to three key steps - analyzing your audience, organizing your ideas, and selecting an appropriate presentation method. This course describes how to plan effectively for a presentation by carrying out these steps.

Grundlagen Präsentationstechniken: Eine Präsentation planen (DE)

comm_33_a01_bs_de German 1 hour Selbst die erfahrensten Redner können vor einer größeren Präsentation nervös sein. Erfolgreiche Redner haben aber gelernt, damit umzugehen. Eine positive Einstellung gegenüber der Wirkung einer Präsentation kann Vortragende dazu ermutigen, noch mehr Einsatz zu zeigen, was ihnen wiederum hilft, die gewünschten Ergebnisse zu erzielen. So kann zum Beispiel eine Präsentation enorm verbessert werden, wenn Sie diesen drei wichtigen Schritten ausreichend Zeit und Aufmerksamkeit schenken: Analyse Ihrer Zuhörer, Strukturierung Ihrer Ideen und Auswahl einer geeigneten Präsentationsmethode. Dieser Kurs beschreibt, wie Sie eine Präsentation mithilfe dieser Schritte erfolgreich planen können.

Compétences élémentaires en matière de présentation : planifier une presentation (FR)

comm_33_a01_bs_fr French 1 hour Même les intervenants les plus expérimentés peuvent se sentir nerveux avant une présentation importante. Les meilleurs d'entre eux ont cependant appris à dompter leur nervosité. Se préoccuper de l'impact de leur présentation peut inciter les intervenants à se surpasser, afin d'obtenir les résultats souhaités. Vous pouvez par exemple grandement améliorer une présentation en consacrant suffisamment de temps et d'attention à trois étapes importantes : l'identification du public, l'organisation de vos idées et la sélection d'une méthode de présentation appropriée. Ce cours décrit comment appliquer ces étapes afin de planifier efficacement une présentation.

Basic Presentation Skills: Creating a Presentation (EN/DE/FR versions)

comm_33_a02_bs_enus English 1 hour Among the fears that people have about giving a presentation is that they will get mixed up, forget to make a key point, or repeat themselves. One way to avoid this is to have a sound structure. Once you have identified the purpose and audience for the presentation, and come up with some ideas for what to say, you can transform those ideas into a script or notes that will guide you through the presentation. You should start with an introduction, where you grab the attention of the audience and tell what you are going to do. Next, you need to support each of your key points and, at the same time, not lose the attention of the audience. At the end of your presentation, you need to give your audience a clear understanding of what happens next. You also must make your ending compelling. After all, this is how the audience will remember you. This course describes how to make these key parts of a presentation – the introduction, support content, and conclusion – memorable and effective. It also explains the purposes for which different presentation aids


are used, as well as how to use visuals appropriately. Finally, this course describes how to rehearse a presentation – a key step in building confidence for the real thing.

Grundlagen Präsentationstechniken: Eine Präsentation erstellen (DE)

comm_33_a02_bs_de German 1 hour Viele Menschen befürchten, dass sie beim Halten einer Präsentation durcheinanderkommen, einen wichtigen Punkt vergessen oder sich wiederholen. Mit einem gut strukturierten Vortrag lässt sich das vermeiden. Wenn Sie den Zweck und die Zuhörer Ihrer Präsentation kennen und Ideen haben, was Sie sagen möchten, können Sie aus diesen Ideen ein Skript oder Notizen erstellen, die Sie durch die Präsentation führen. Sie sollten mit einer Einführung beginnen, bei der Sie die Aufmerksamkeit der Zuhörer wecken und erklären, was Sie tun möchten. Danach sollten Sie Ihre wichtigsten Punkte erläutern, ohne dabei die Aufmerksamkeit der Zuhörer zu verlieren. Am Ende Ihrer Präsentation sollte Ihre Zuhörer genau verstehen, wie es nun weitergeht. Außerdem sollten Sie den Schluss fesselnd gestalten. Dadurch werden Sie die Zuhörer in Erinnerung behalten. |n |n Dieser Kurs beschreibt, wie Sie die Hauptteile einer Präsentation, bestehend aus Einführung, inhaltliche Ausführungen und Schluss, einprägsam und wirkungsvoll gestalten können. Außerdem erklärt er, zu welchen Zwecken welche Präsentationshilfen eingesetzt werden und wie man mit visuellen Hilfen richtig umgeht. Zum Schluss wird beschrieben, wie Sie eine Präsentation proben können, um für den teigentlichen Auftritt Selbstvertrauen zu bekommen.

Compétences élémentaires en matière de présentation : créer une présentation (FR)

comm_33_a02_bs_fr French 1 hour En termes de présentation, quelques-unes des craintes sont de s'embrouiller, d'oublier un point important ou de se répéter. Pour empêcher que cela n'arrive, vous devez vous appuyer sur une structure solide. Une fois que vous avez identifié l'objectif et le public de la présentation, et que vous avez quelques idées de ce que vous allez dire, vous pouvez les présenter sous forme de script ou de notes qui vous guideront tout au long de la présentation. Vous devez commencer par une introduction que vous utiliserez pour capter l'attention du public et présenter ce que vous allez faire. Vous insisterez ensuite sur chacun de vos points clés tout en ne perdant pas l'attention du public. À la fin de votre présentation, votre public doit comprendre clairement quelle est la suite des événements. Vous devez également apporter une conclusion irréfutable. C'est en définitive le souvenir que le public conservera de vous. Ce cours décrit comment s'y prendre pour que les éléments clés d'une présentation (l'introduction, les documents et la conclusion) soient marquants et efficaces. Il explique également l'objectif de l'utilisation de différents supports de présentation, ainsi que la manière d'exploiter efficacement les supports visuels. Enfin, ce cours décrit comment répéter avant une présentation : c'est une étape essentielle pour aborder sereinement le grand jour.

Basic Presentation Skills: Delivering a Presentation (EN/DE/FR versions)

comm_33_a03_bs_enus English 1 hour Excellence in presentation can be achieved when the standard of your delivery matches the quality of your content. You may have carefully planned and structured what you want to say, but if you deliver your message in a monotone while standing stiffly, you're probably not going to captivate the audience. Having diligently prepared for your presentation, you need to make sure that your delivery is engaging. You need to communicate your enthusiasm to the audience if you want them to be enthusiastic about your ideas. At the same time, you must appear composed and confident. This course describes how to make your delivery successful and memorable. It covers techniques for managing stage fright – the biggest problem most speakers have. It also explains how to set the right environment for your presentation by making the right choices about room layout and by preparing the room, including the equipment, lighting, and temperature. You'll


also find out how to use your voice and body language to deliver your message clearly and effectively. Finally, the course outlines guidelines for handling audience questions – an area most speakers are also very concerned about. After all, how credible the audience finds you can be swayed by how effectively you answer the difficult questions that come up.

Grundlagen Präsentationstechniken: Eine Präsentation durchführen (DE)

comm_33_a03_bs_de German 1 hour Präsentationen sind immer dann besonders erfolgreich, wenn Vortrag und Inhalt von gleich hoher Qualität sind. Es ist möglich, dass Sie den Inhalt einer Präsentation sorgfältig geplant und strukturiert haben. Wenn Sie dann jedoch Ihre Botschaft monoton und in steifer Haltung herunterleiern, wird es Ihnen vermutlich nicht gelingen, die Zuhörer für sich zu gewinnen. Nach einer gewissenhaften Präsentationsvorbereitung sollten Sie deshalb sicherstellen, dass auch Ihr Vortrag attraktiv gestaltet ist. Wenn Sie die Zuhörer für Ihre Ideen begeistern möchten, sollten diese Ihren eigenen Enthusiasmus spüren. Gleichzeitig sollten Sie aber auch Gelassenheit und Selbstvertrauen ausstrahlen. Dieser Kurs zeigt Ihnen, wie Sie Ihren Vortrag erfolgreich und einprägsam gestalten können. Er enthält Techniken für den Umgang mit Lampenfieber, dem größten Problem vieler Referenten. Darüber hinaus erläutert er, wie Sie die richtige Umgebung für Ihre Präsentation schaffen, indem Sie zunächst eine passende Raumgestaltung wählen und anschließend den Raum mit passender technischer Ausrüstung, Beleuchtung und Temperierung vorbereiten. Ein weiteres Kursthema ist der Einsatz von Stimme und Körpersprache zur klaren und wirkungsvollen Vermittlung Ihrer Botschaft. Abschließend enthält der Kurs eine Anleitung zum Umgang mit Publikumsfragen, einem weiteren Problembereich der meisten Vortragenden. Wie glaubwürdig die Zuhörer Sie finden werden, hängt letztlich davon ab, wie souverän Sie schwierige Fragen der Teilnehmer beantworten.

Compétences élémentaires en matière de présentation : faire une présentation (FR)

comm_33_a03_bs_fr French 1 hour Vous pouvez effectuer d'excellentes présentations lorsque le niveau de votre prestation correspond à la qualité de votre contenu. Vous ne réussirez probablement pas à captiver le public si votre ton est monotone et que vous êtes figé, même si vous avez soigneusement préparé et structuré ce que vous vouliez dire. Vous avez soigneusement préparé votre présentation et vous devez à présent vous assurer que votre prestation est convaincante. Si vous voulez que le public s'enthousiasme pour vos idées, vous devez faire preuve d'engouement tout en paraissant posé et confiant. Ce cours explique comment effectuer une présentation réussie et marquante. Il couvre les techniques permettant de gérer le trac, le principal problème de la plupart des personnes devant s'exprimer en public. Il explique également comment créer un environnement approprié pour la présentation en choisissant la disposition de salle qui convient et en préparant cette dernière, notamment l'équipement, l'éclairage et la température. Vous découvrirez également comment utiliser votre voix et votre langage corporel pour délivrer votre message de manière claire et efficace. Enfin, ce cours explique dans les grandes lignes comment traiter les questions des participants, un domaine qui intéresse également grandement la plupart des personnes devant s'exprimer en public. Après tout, la façon dont celui-ci vous perçoit, en termes de crédibilité, vient de votre efficacité à répondre aux questions difficiles.


7.3.2 Writing Skills and emailing

Using E-mail and Instant Messaging Effectively (EN/DE/FR versions)

comm_17_a01_bs_enus English 1 hour In today's fast-paced world, information is sent and received more rapidly than ever before. But how do you ensure that the messages you are sending are effective, acceptable, and will be taken seriously? The use of proper e-mail etiquette is the cornerstone for ensuring your message gets across quickly, appropriately, and concisely. This course covers the basic requirements for using e-mail to communicate effectively. Specifically, you will be introduced to tried-and-true guidelines for e-mailing effectively, fundamental elements every e-mail should contain, and the importance of keeping e-mails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of e-mail.

Wirksames Einsetzen von E-Mail und Instant Messaging (DE)

comm_17_a01_bs_de German 1 hour In der schnelllebigen Welt von heute werden Informationen schneller als je zuvor gesendet und empfangen. Wie stellen Sie jedoch sicher, dass Ihre versendeten Nachrichten wirksam und akzeptabel sind und außerdem ernst genommen werden? Die Verwendung einer angemessenen E-Mail-Etikette ist der Grundpfeiler, um dafür zu sorgen, dass Ihre Nachricht schnell, angemessen sowie kurz und prägnant aufgenommen wird. |n In diesem Kurs werden die grundlegenden Anforderungen für eine wirksame Kommunikation per E-Mail behandelt. Im Speziellen erhalten Sie eine Einführung in praxiserprobte Richtlinien für das Versenden von E-Mails, in grundlegende Elemente, die jede E-Mail enthalten sollte, und in die Wichtigkeit, E-Mails kurz und prägnant zu halten. Der Kurs befasst sich außerdem mit der Etikette für den Gebrauch von Instant Messaging-Programmen als Erweiterung zu E-Mails.

Utiliser efficacement l'email et la messagerie instantanée (FR)

comm_17_a01_bs_fr French 1 hour Le monde actuel est plutôt rythmé et les informations sont envoyées et reçues plus rapidement que jamais. Mais comment vous assurer que les messages que vous envoyez sont efficaces, opportuns et seront lus sérieusement ? L'utilisation de la bonne étiquette dans les emails constitue le fondement de l'assurance que votre message passe de manière rapide, appropriée et concise. Ce cours aborde les exigences de base de l'utilisation de l'email pour communiquer de manière efficace. Il explore plus particulièrement des instructions avérées permettant de communiquer efficacement par email, des éléments fondamentaux que chaque email doit contenir et l'importance de la rédaction d'emails concis. Ce cours présente également l'étiquette associée à l'utilisation d'applications de messagerie comme complément de l'email.


Managing Your E-mail (EN/DE/FR versions) comm_17_a03_bs_enus English 1 hour E-mail has had many positive effects on our lives, but it has also increased dramatically the volume of communication and the amount of information that the average office worker needs to process ever day. To stay on top of things, you must sort, file, respond to, or delete every e-mail that comes to you in the run of a business day. But how do you balance this time-consuming task with the rest of your responsibilities so that it doesn't overwhelm you? This course introduces techniques for managing e-mail effectively. Tips for using folders and filters to organize e-mails for increased efficiency are addressed, and guidelines on what e-mails are OK to immediately delete are also covered. The course also provides direction on how to recover important information should you lose an e-mail.

Verwalten Ihrer E-Mails (DE)

comm_17_a03_bs_de German 1 hour E-Mails haben unser Leben in vielerlei Hinsicht bereichert, aber sie haben auch zu einer extremen Steigerung des Kommunikationsaufkommens und der Datenmenge geführt, die von normalen Büromitarbeitern jeden Tag bewältigt werden muss. Um nicht den Überblick zu verlieren, müssen Sie sämtliche E-Mails, die Sie an einem Arbeitstag erhalten, sortieren, ablegen, beantworten oder löschen. Aber wie bringen Sie diese zeitaufwendige Aufgabe mit Ihren anderen Verpflichtungen in Einklang, ohne sich überfordert zu fühlen? |n Dieser Kurs ist eine Einführung in Methoden zur effektiven Verwaltung von E-Mails. Hier erfahren Sie, wie Sie Ihre E-Mails mit Ordnern und Filtern möglichst effektiv organisieren können, und welche E-Mails sofort gelöscht werden können. Im Kurs wird auch beschrieben, wie wichtige Informationen wiederhergestellt werden können, wenn eine E-Mail verloren geht.

Gestion des emails (FR)

comm_17_a03_bs_fr French 1 hour L'email a eu de nombreux effets positifs sur nos vies, mais il a également augmenté significativement le volume de communications et la quantité d'informations à traiter chaque jour pour un professionnel lambda. Pour garder le contrôle des événements, il faut trier, classer, répondre à ou supprimer chaque email reçu au cours d'une journée. Comment trouver l'équilibre entre le temps pris par cette tâche et celui dévolu au reste de vos responsabilités, afin de ne pas se laisser déborder ? Ce cours présente les techniques d'une gestion efficace de l'email. Il fournit également des conseils d'utilisation des dossiers et filtres permettant d'organiser les emails pour une plus grande efficacité et donne enfin des instructions sur les emails à supprimer dès la réception. Ce cours donne également des renseignements sur la manière de récupérer des informations importantes si vous perdez un email.


Business Writing: How to Write Clearly and Concisely (EN/DE versions)

comm_19_a02_bs_enus English 1 hour People who have no problem communicating clearly when they speak sometimes struggle to make themselves understood when they write. That's because the ability to write clearly and concisely is a skill that requires effort to master. Acquiring this skill gives you the tools to create effective business documents for readers who lack the time or the patience to search for essential information buried in long, rambling e-mails or reports. Writing clearly also entails organizing content logically and appropriately for the subject and reader. Clear and concise sentences get you part of the way. But you need to organize these into coherent paragraphs that convey the relevant information in the most effective way. This course describes ways to make your writing more clear. Specifically, it covers the importance of using short, familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. The course also discusses ways to be more concise and explains some best practices for organizing content logically and appropriately.

Geschäftskorrespondenz: Wie Sie verständliche und prägnante Texte verfassen (DE)

comm_19_a02_bs_de German 1 hour Auch Menschen, die keine Probleme haben, sich mündlich mitzuteilen, fällt es mitunter schwer, sich schriftlich auszudrücken. Denn es erfordert ein wenig Mühe, die Fertigkeitzu meistern, verständliche und prägnante Texte zu formulieren. Wenn Sie diese Fähigkeit erlernen, sind Sie in der Lage, wirkungsvolle Geschäftstexte für Leser zu verfassen, die weder die Zeit noch die Geduld haben, in langen oder weitschweifigen E-Mails oder Berichten nach der eigentlichen Aussage zu suchen. Zum Verfassen verständlicher Texte gehört auch, die Inhalte logisch zu strukturieren, sodass Sie sowohl dem Leser als auch dem Thema gerecht werden. Mit verständlichen und prägnanten Sätzen ist schon viel erreicht. Darüber hinaus müssen Sie diese Sätze jedoch auch in schlüssige Absätze gliedern, die die relevanten Informationen möglichst wirkungsvoll vermitteln. Dieser Kurs zeigt Ihnen, wie Sie Ihre Texte verständlicher machen können. Er geht besonders darauf ein, wie wichtig es ist, kurze, gebräuchliche Begriffe, die passenden Konnotationen, konkrete und genaue Sprache sowie überleitende Wörter und Ausdrücke zu verwenden. Zudem stellt dieser Kurs Wege zu einer prägnanteren Ausdrucksweise vor und erläutert bewährte Methoden zur logischen und angemessenen Strukturierung von Inhalten.

Adressieren und Weiterleiten von E-Mails (DE only)

COMM_17_A02_BS_DE German 1 hour Bei wie vielen E-Mails, die Sie in der letzten Arbeitswoche empfangen haben, haben Sie sich insgeheim gefragt, warum Sie sie erhalten? Bei wie vielen dieser E-Mails haben Sie sich gefragt, was diese E-Mails überhaupt mit Ihnen zu tun haben? Da E-Mails im heutigen Geschäftsalltag die Hauptkommunikationsform sind, ist es besonders wichtig, dass beim Versenden von E-Mails die Verteilerliste stimmt. Das Senden von E-Mails an die falsche Person oder das Ausschließen der richtigen Person ist genauso ineffektiv, wie wenn Sie eine falsche Telefonnummer wählen, trotzdem eine Nachricht hinterlassen und erwarten, dass die richtige Person zurückruft. In diesem Kurs werden die Methoden für eine wirksame Adressierung und Weiterleitung von E-Mails behandelt. Im Besonderen werden Ihnen bewährte Vorgehensweisen für die Entscheidung aufgezeigt, an wen Sie E-Mails senden sollten und wie Sie E-Mails angemessen kennzeichnen. In diesem Kurs werden auch die Regeln der Etikette für das Weiterleiten von E-Mails und die Verwendung der Funktionen „Antworten“ und „Allen antworten“ behandelt. Abschließend werden darüber hinaus die Empfindlichkeiten behandelt, die entstehen können, wenn eine E-Mail ohne Zustimmung an andere weitergeleitet wird.


Writing under Pressure: Preparing for Success

pd_28_a01_bs_enus English 1 hour Certain professions are inextricably tied to writing under pressure, such as the newspaper journalist or the magazine columnist. Indeed, there's a broad spectrum of professions where writing under pressure is an essential skill with direct consequences – financial or otherwise. Professionals are often required to complete multiple writing tasks in a limited time frame. This course provides professionals with effective ways to prepare for writing successfully under pressure, including how to reduce stress and prepare a suitable writing environment, as well as how to reduce distractions.


7.3.3 Telephone Skills

Essential Skills for Professional Telephone Calls (EN/DE/FR/IT versions)


Erforderliche Kenntnisse für professionell geführte Telefongespräche (DE)

comm_18_a01_bs_de German 1 hour Im Rahmen globaler Wirtschaftsbeziehungen wird praktisch in allen Unternehmen zumindest ein Teil der Geschäftstätigkeit per Telefon durchgeführt. In zahlreichen Unternehmen sind Telefongespräche sogar das wichtigste Kommunikationsmittel, wenn es um den Austausch mit Kunden oder Mitarbeitern geht. Und da virtuelle Arbeitsumgebungen sich in der modernen Geschäftswelt inzwischen etabliert haben, ist es für den Erfolg jedes einzelnen Mitarbeiters und des Unternehmens wichtiger denn je, dass beim Führen geschäftlicher Telefongespräche bestimmte Verhaltensregeln eingehalten werden. |n In diesem Kurs werden die Kenntnisse vermittelt, die für das Führen professioneller Telefongespräche erforderlich sind. Es werden bewährte Vorgehensweisen vorgestellt, die beim Führen und Entgegennehmen von Telefongesprächen sowie beim Aufzeichnen und Hinterlassen von Voicemail-Nachrichten nützlich sind. Darüber hinaus erfahren Sie, welche Verhaltensrichtlinien für die Nutzung von Mobiltelefonen gelten.

Compétences essentielles pour les appels téléphoniques professionnels (FR)

comm_18_a01_bs_fr French 1 hour La plupart des entreprises qui opèrent à l'international ont recours au téléphone pour effectuer au moins une partie de leurs activités commerciales. Pour nombre d'entre elles, le téléphone est le principal moyen de communication avec leurs fournisseurs, leurs clients et entre leurs employés. Par ailleurs, les environnements de travail virtuels étant désormais considérés comme des pratiques commerciales modernes, l'étiquette relative à l'utilisation du téléphone à des fins professionnelles est plus importante que jamais pour votre réussite professionnelle ainsi que celle de votre entreprise. Ce cours présente les compétences essentielles requises pour les appels téléphoniques professionnels. Il aborde les bonnes pratiques relatives aux appels téléphoniques et à l'enregistrement de messages sur un répondeur, et propose des instructions concernant l'étiquette relative à l'utilisation du téléphone portable.


Abilità fondamentali per telefonate professionali (IT)

comm_18_a01_bs_it Italian 1 hour Tutte le aziende nell'economia globale utilizzano il telefono per almeno una parte delle loro attività. Per molte aziende, il telefono rappresenta il mezzo di comunicazione principale con utenti, clienti e colleghi. E con l'avvento degli ambienti di lavoro virtuali, che rappresentano una pratica aziendale moderna, le regole comportamentali per le telefonate d'affari rivestono attualmente un'importanza senza eguali sia per il successo dei dipendenti che dell'azienda. Il presente corso illustra le abilità fondamentali per un uso professionale del telefono. Vengono descritte le pratiche consigliate per effettuare e ricevere telefonate, registrare e lasciare messaggi sulla casella vocale e delineare le linee guida comportamentali per l'utilizzo dei telefoni cellulari.

7.3.4 Interpersonnal and intercultural Skills

Interpersonal Communication: Targeting Your Message - NEW (EN/DE versions)

comm_21_a02_bs_enus English 1 hour Author and communication expert Anthony Robbins once said, 'To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.' In other words, understanding who you're talking to is as important as understanding what you're trying to communicate. Additionally, it is important to understand the role the medium, context, and other variables have on the communication process so you can optimize factors that are under your control. To confirm that your message got through, the final step in the communication process is asking for and reviewing feedback from your audience. This course explores key considerations for planning and delivering targeted messages. It highlights the components involved in communication and describes what to look for when analyzing the needs and wants of your intended audience – even if it is an audience of one. This course also takes you through the selection of an appropriate medium and context for a given message, and suggests strategies for delivering a well-planned message and eliciting feedback after your message is delivered. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Zwischenmenschliche Kommunikation: Planung Ihrer Botschaft (DE)

comm_21_a02_bs_de German 1 hour Der Autor und Kommunikationsexperte Anthony Robbins sagte einmal: "Um effektiv zu kommunizieren, müssen wir erkennen, dass wir alle die Welt unterschiedlich wahrnehmen, und uns bei unserer Kommunikation mit anderen von diesem Verständnis anleiten lassen." Mit anderen Worten ist das Verständnis dafür, mit wem Sie sich unterhalten, genauso wichtig wie das Verständnis dafür, was Sie mitzuteilen versuchen. Darüber hinaus ist es wichtig, die Funktion zu verstehen, die das Medium, der Kontext und andere Variablen beim Kommunikationsprozess spielen, damit Sie Faktoren optimieren können, die Sie selbst kontrollieren. Als Bestätigung dafür, dass Ihre Botschaft angekommen ist, besteht der letzte Schritt des Kommunikationsprozesses darin, den Zuhörer um ein Feedback zu bitten und dieses auszuwerten. |n |n In diesem Kurs werden die wichtigsten Gesichtspunkte für die Planung und Vermittlung von zielorientierten Botschaften vorgestellt. Im Kurs werden die unterschiedlichen Bestandteile der Kommunikation aufgezeigt und es wird beschrieben, was beim Analysieren der Bedürfnisse und Wünsche Ihrer Zielgruppe zu beachten ist - selbst dann, wenn diese nur aus einer Person besteht. Dieser Kurs leitet Sie auch bei der Auswahl eines geeigneten Mediums und Kontextes für eine vorgegebene Botschaft an. Darüber hinaus werden Strategien zum Übermitteln einer sorgfältig geplanten Botschaft sowie zum Erhalt eines Feedbacks nach Übermittlung Ihrer Botschaft vorgeschlagen.


Interpersonal Communication: Communicating Assertively - NEW

comm_21_a04_bs_enus English 1 hour Effective communication in the workplace can be a balancing act. If you're too passive, you may have trouble getting others to do what you want. If you're too aggressive, you may turn people off. Getting what you want in the workplace requires a balance of assertiveness without aggressiveness. This course will guide you as you move into a more straightforward and more effective communication style. You'll learn about the benefits of assertive behavior and how to distinguish it from passive, aggressive, or passive-aggressive behavior. You'll also learn about the requirements for assertive communication, such as being honest and straightforward, being respectful of others' needs and feelings, and using assertive body language and tone. Finally, you'll learn about how to increase the power of your assertive communication when your first attempts don't get the results you intended. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Working with Difficult People: How to Work with Negative People (EN/DE/FR versions)

comm_23_a03_bs_enus English 1 hour For some people, nothing is ever good enough. They complain nonstop about everything from their latest project to the weather. Others may whine or place blame where it may not belong. Negative people contribute to an unproductive work environment and tend to make the people around them feel negative as well. To limit the adverse impact negative people can have in the workplace, you need a set of tools and techniques at your disposal suited to the particular type of negative person you may be dealing with. This course delves into the characteristics of some common types of negative people you may encounter within the workplace, and it also discusses strategies you may use to help you deal with their behavior.

Umgang mit schwierigen Menschen: Mit negativen Menschen zusammenarbeiten (DE)

comm_23_a03_bs_de German 1 hour Manche Menschen sind nie zufriedenzustellen. Sie nörgeln ununterbrochen über jegliches Thema, von ihrem jüngsten Projekt bis hin zum Wetter. Andere jammern und beklagen sich oder üben sich in unpassenden Schuldzuweisungen. Negative Menschen sorgen für ein unproduktives Arbeitsumfeld und rufen bei ihren Mitmenschen negative Gefühle hervor. Wenn Sie die nachteiligen Auswirkungen negativer Menschen auf Ihren Arbeitsplatz begrenzen möchten, benötigen Sie verschiedene Praktiken und Methoden, die auf die jeweiligen negativen Verhaltenstypen abgestimmt sind, denen Sie begegnen können. |n |n Dieser Kurs befasst sich mit den Merkmalen einiger der gängigen negativen Verhaltenstypen, die Ihnen am Arbeitsplatz entgegentreten können, und geht auch auf die Strategien ein, die Sie im Umgang mit deren Verhaltensweisen anwenden können.


Collaboration avec des personnes difficiles : comment travailler avec des personnes négatives (FR)

comm_23_a03_bs_fr French 1 hour Pour certaines personnes, rien n'est jamais assez bien. Elles se plaignent sans arrêt de tout : depuis leur dernier projet jusqu'à la météo. D'autres pleurnichent ou portent des accusations infondées. Les personnes négatives nuisent à l'environnement de travail et ont tendance à communiquer ce négativisme à leur entourage. Pour limiter l'impact défavorable que les personnes négatives peuvent avoir sur le lieu de travail, vous devez disposer d'un ensemble d'outils et de techniques adaptés au type de personne négative que vous rencontrez. Ce cours examine les caractéristiques de certains types courants de personne négative que vous pouvez rencontrer sur votre lieu de travail. Il présente également des stratégies à utiliser pour gérer ces comportements.

What is Emotional Intelligence?

comm_25_a01_bs_enus English 1 hour Do you pay attention to your emotions and the feelings of those around you? The answer to this question can help you discover how in tune you are with your emotions and help determine your emotional intelligence quotient, or your EQ. Your emotional intelligence quotient is your capacity to reason and analyze emotional information. Becoming aware of your emotions can help you become attuned to your own needs and the needs of others, and can help you make better decisions and develop better relationships. This course explores the power of emotions and the concept of emotional intelligence. It also discusses emotional intelligence competencies in areas of self-awareness, self-management, empathy, and relationship management. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Communicating Across Cultures (EN/DE/FR versions)

comm_26_a02_bs_enus English 1 hour Communicating effectively across cultures can be very difficult. Not only must you pay attention to the cultural distinctions of your audience and adjust your style to them, but you also need to adjust your style to different forms of communication. This course offers guidelines and best practices for speaking and writing across cultures. The course also highlights the importance of keeping your audience's cultural expectations in mind when creating presentations and how to make your presentations effective in a variety of cross-cultural settings. Finally, the course provides a chance to practice communicating effectively through scenarios involving high- and low-context cultures.

Interkulturelle Kommunikation (DE)

comm_26_a02_bs_de German 1 hour Es kann eine große Herausforderung sein, wirkungsvoll über kulturelle Grenzen hinweg zu kommunizieren. Sie müssen nicht nur auf kulturelle Unterschiede im Publikum Rücksicht nehmen und Ihren Vortragsstil entsprechend abstimmen, sondern Ihren Stil außerdem an verschiedene Formen der Kommunikation anpassen. |n |n Dieser Kurs zeigt Leitlinien und Best Practices für die mündliche und schriftliche interkulturelle Kommunikation auf. Außerdem beleuchtet er, wie wichtig es ist, beim Erstellen von Präsentationen an die kulturellen Erwartungen des Publikums zu denken, und verrät,


wie Sie Ihre Präsentationen für verschiedene interkulturelle Situationen wirkungsvoll gestalten. Abschließend gibt Ihnen der Kurs Gelegenheit, wirkungsvolle Kommunikation in Szenarien mit High- und Low-Context-Kulturen einzuüben.

Communication entre les cultures (FR)

comm_26_a02_bs_fr French 1 hour Communiquer efficacement entre les cultures peut s'avérer très difficile. Vous devez non seulement prêter attention aux différences culturelles de votre public et en tenir compte dans votre style, mais vous devez également ajuster ce dernier aux différentes formes de communication. Ce cours offre des directives et des bonnes pratiques orales et écrites pour communiquer entre les cultures. Il illustre également l'importance de garder à l'esprit les attentes culturelles de votre public lors de la création de présentations et la manière de rendre celles-ci efficaces dans un grand nombre d'environnements interculturels. Enfin, ce cours vous offre l'occasion de vous entraîner à communiquer efficacement dans des scénarios impliquant des cultures à contexte fort et faible.

Improving Communication in Cross-cultural Relationships (EN/DE/FR versions)

comm_26_a03_bs_enus English 1 hour Cross-cultural communication has assumed even greater significance in the current global business context where people from diverse cultures share common business goals and working spaces on a day-to-day basis. It is essential for a skilled communicator to recognize and deal with cross-cultural differences and other barriers in the way of communication across cultures. To this end, building positive relationships can go far in making cross-cultural communication more effective. This course takes you through some best practices and strategies to help you take your cross-cultural communication to a new level. It presents a structured approach for dealing with cultural differences and making necessary adjustments to your communication style. It also offers some tips and strategies to build rapport across cultures. Finally, it helps you recognize behaviors that can hinder cross-cultural communication and suggests suitable actions to overcome them.

Besser kommunizieren in interkulturellen Beziehungen (DE)

comm_26_a03_bs_de German 1 hour Interkulturelle Kommunikation hat in der heutigen, globalisierten Geschäftswelt, in der Menschen aus verschiedenen Kulturen Tag für Tag gemeinsame Unternehmensziele und Arbeitsbereiche teilen, noch mehr an Bedeutung gewonnen. Für die Kommunikationskompetenz ist es unerlässlich, interkulturelle Unterschiede und andere Barrieren in der Kommunikation über kulturelle Grenzen hinweg zu kennen und zu überwinden. Dabei kann der Aufbau positiver Beziehungen viel zur Effektivität der interkulturellen Kommunikation beitragen. |n |n Dieser Kurs vermittelt Ihnen bewährte Verfahren und Strategien, mit denen Sie Ihre interkulturelle Kommunikation verbessern können. Er zeigt auf, wie Sie strukturiert mit kulturellen Unterschieden umgehen und Ihren Kommunikationsstil entsprechend anpassen können. Außerdem verrät er Tipps und Strategien, um über die kulturellen Grenzen hinweg eine gemeinsame persönliche Ebene, einen so genannten Rapport, herzustellen. Des Weiteren hilft der Kurs Ihnen, Verhaltensweisen zu erkennen, die eine interkulturelle Kommunikation behindern, und empfiehlt passende Maßnahmen, um diese Verhaltensweisen zu überwinden.


Améliorer la communication dans les relations interculturelles (FR)

comm_26_a03_bs_fr French 1 hour La communication interculturelle a pris encore plus d'importance dans le contexte actuel de mondialisation des entreprises où des personnes de cultures différentes partagent chaque jour les mêmes objectifs et les mêmes espaces de travail. Un bon communicant doit pouvoir reconnaître et gérer les différences interculturelles et les autres barrières qui entravent la communication entre les cultures. À cette fin, nouer des relations positives favorise une communication interculturelle efficace. Ce cours présente les meilleures pratiques et stratégies qui vous aideront à faire progresser le niveau de votre communication interculturelle. Il expose une approche structurée pour gérer les différences culturelles et pour effectuer les ajustements nécessaires à votre style de communication. Il propose également des conseils et des stratégies pour nouer des relations entre les cultures. Enfin, il vous aide à reconnaître les comportements qui peuvent empêcher la communication interculturelle et vous suggère des actions appropriées pour les surmonter.

Getting Results without Direct Authority: Building Relationships and Credibility (EN/FR versions)


Obtenir des résultats sans recourir à l'autorité directe : Instaurer de bonnes relations et gagner en

crédibilité (FR)

comm_27_a01_bs_fr French 1 hour Comment obtenir des résultats si vous ne disposez pas de l'autorité nécessaire ? Il est nécessaire d’instaurer des relations et de gagner en crédibilité car ces éléments permettent d'avoir de l'influence sur autrui. Si vous disposez de compétences efficaces en matière d'influence, vous serez plus en mesure d'obtenir des autres ce dont vous avez besoin ou ce que vous voulez, qu'il s'agisse de votre supérieur, d'un pair ou d'une personne d'un tout autre service. Influencer de manière efficace, cependant, nécessite que vous sachiez comment instaurer de bonnes relations et que vous soyez crédible. Vous ne pourrez pas demander de l'aide à quelqu'un si vous vous êtes mis cette personne à dos ou si vous n'avez pas tenu certaines promesses.Dans ce cours, vous apprendrez à développer des relations et à gagner en crédibilité afin de pouvoir obtenir les résultats dont vous avez besoin au travail. Vous verrez également comment tirer profit de la capacité d'avoir de l'influence sur autrui.


Getting Results without Direct Authority: Persuasive Communication (EN/FR versions)

comm_27_a02_bs_enus English 1 hour Communicating persuasively is key when you want to get results in situations where you don't have direct authority. To communicate persuasively, it's important to think from the other person's perspective. How and what you ask, and the sincerity of your concern for addressing the other person's interests, will help smooth the way to getting the results you need. This course presents strategies for communicating persuasively when you don't have direct authority. It also describes ways to remain persuasive even when you face resistance from the person you are addressing.

Obtenir des résultats sans recourir à l'autorité directe : Convaincre grâce à la communication (FR)

comm_27_a02_bs_fr French 1 hour Convaincre grâce à la communication est essentiel lorsque vous voulez obtenir des résultats dans des situations où vous n'avez aucune autorité directe. Pour communiquer de manière persuasive, il est important de réfléchir en adoptant le point de vue de votre interlocuteur. Les choses que vous demandez, la façon dont vous le faites et votre sincérité à satisfaire les intérêts de votre interlocuteur vous permettront d'obtenir plus facilement les résultats que vous escomptez. Ce cours présente des stratégies pour communiquer de manière persuasive lorsque vous ne disposez d'aucune autorité directe. Il décrit également des façons de rester persuasif même lorsque votre interlocuteur vous oppose de la résistance.

Strategies for Communicating with Tact and Diplomacy

comm_34_a02_bs_enus English 1 hour Communicating with diplomacy and tact requires strategy, awareness, and skills. Its aim is to establish trust and rapport in relationships while delivering messages effectively. However, it's often pushed aside by good intentions cloaked by gut reaction and misinterpretation. This course provides techniques you can use to navigate through conversations in a way that shows sensitivity and respect for others. As well as exploring what you should say, the course shows you how you can use proper timing and delivery when conveying your message. This will enable you to deliver messages tactfully and diplomatically, without sacrificing your reputation or professional relationships.




Developing Strong Customer Relationships sale_01_a04_bs_enus English 1 hour

Developing strong customer relationships is essential for sustained sales success. Understanding your customers’ needs and what they value is arguably the most important aspect of successfully developing and nurturing these relationships. Building customer relationships, however, is not a simple task—it requires strong communication skills and an in-depth knowledge about how your customers operate, their strategic direction, and how you can help them get there. This course provides insight into how you can better understand your customers, build credibility, and position yourself for long-term success by building lasting and valuable business relationships.

http://library.skillport.com/coursedesc/sale_01_a04_bs_enus/summary.htm


7.4 Innovation

Generating Creative and Innovative Ideas: Enhancing Your Creativity (EN/DE/FR/IT versions)

pd_09_a01_bs_enus English 1 hour What makes a person creative? Do you consider yourself creative? Certain personal characteristics have been linked with creativity – for example, a willingness to take risks, the ability to connect diverse ideas, and open-mindedness. And most important, perhaps, is believing that you are creative. Many people get stuck because they think 'I'm not a creative person.' But everyone has creative potential. Understanding the characteristics you possess that boost your creativity and those that inhibit it can help you enhance your creative output in the workplace. This course explores the essential attributes of a creative person. It also describes barriers to creativity and how to overcome these. In addition, it demonstrates how you can enhance your creativity in the workplace. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Erzeugen kreativer und innovativer Ideen: Steigern Ihrer Kreativität (DE)

pd_09_a01_bs_de German 1 hour Was macht eine Person kreativ? Betrachten Sie sich selbst als kreativ? Mit Kreativität wurden stets bestimmte persönliche Eigenschaften in Verbindung gebracht – zum Beispiel eine Bereitschaft zum Eingehen von Risiken, die Fähigkeit zum Verknüpfen verschiedener Ideen und eine offene Geisteshaltung. Der vielleicht wichtigste Faktor ist jedoch, an Ihre eigene Kreativität zu glauben. Viele Menschen kommen nicht weiter, weil sie sich nicht für kreativ halten. Aber kreatives Potenzial steckt in jedem. Ein Verständnis der Ihnen eigenen Eigenschaften, die Ihre Kreativität entweder fördern oder hemmen können, kann Ihnen helfen, Ihren kreativen Ertrag am Arbeitsplatz zu steigern. |n In diesem Kurs werden die grundlegenden Eigenschaften einer kreativen Person behandelt. Zudem werden die Hindernisse für Kreativität beschrieben und wie diese überwunden werden können. Darüber hinaus wird demonstriert, wie Sie Ihre Kreativität am Arbeitsplatz steigern können.

Production d'idées créatives et innovantes : Amélioration de votre créativité (FR)

pd_09_a01_bs_fr French 1 hour Qu'est-ce qui rend une personne créative ? Vous considérez-vous comme créatif ? Certaines caractéristiques personnelles ont été associées à la créativité. Par exemple, la volonté de prendre des risques, la capacité à connecter plusieurs idées et l'ouverture d'esprit. Le plus important, peut-être, étant de croire que vous êtes créatif. De nombreuses personnes restent bloquées en se disant : « Je ne suis pas créatif ». Mais chacun a un potentiel créatif. Prendre conscience de vos caractéristiques qui améliorent la créativité et de celles qui l'entravent peut vous permettre d'améliorer votre production créative au travail. Ce cours explore les attributs essentiels d'une personne créative. Il décrit également les barrières à la créativité et la façon de les surmonter. Il indique en outre comment vous pouvez améliorer votre créativité au travail.


Generare idee creative e innovative: Aumentare la creatività (IT)

pd_09_a01_bs_it Italian 1 hour Che cosa rende una persona creativa? Ti consideri una persona creativa? Alcune caratteristiche personali sono state collegate alla creatività, ad esempio la propensione a correre dei rischi, la capacità di collegare idee diverse e l'apertura mentale. Ma la caratteristica più importante, forse, è la convinzione di essere creativi. Molte persone si bloccano perché pensano di non essere creative. Ma tutti hanno un potenziale creativo. Comprendere le caratteristiche che ti consentono di aumentare la tua creatività e quelle che la inibiscono può aiutarti a migliorare gli slanci creativi sul posto di lavoro. Questo corso descrive le caratteristiche fondamentali di una persona creativa. Descrive inoltre gli ostacoli alla creatività e come superarli. Inoltre, dimostra come sia possibile migliorare la creatività sul posto di lavoro.

Generating Creative and Innovative Ideas: Maximizing Team Creativity (EN/DE/FR/IT versions)

pd_09_a02_bs_enus English 1 hour Is creativity within everyone's grasp? Does creativity come naturally within a team, or is this a skill that some learn and others don't? Like anything, creativity and innovation can flourish when cultivated with the right tools. This course discusses how to maximize team creativity. It explores the conditions in the work environment that help encourage team creativity, such as diversity among team members. In addition, it describes team methods for fostering creativity, including such techniques as brainstorming and role playing. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Erzeugen kreativer und innovativer Ideen: Maximieren der Teamkreativität (DE)

pd_09_a02_bs_de German 1 hour Kann jeder kreativ sein? Entwickelt sich Kreativität in einem Team von selbst oder ist es eine Fähigkeit, die sich manche aneignen können und andere nicht? Wie so viele andere Dinge gedeihen auch Kreativität und Innovation, wenn sie mit den richtigen Mitteln gepflegt werden. |n In diesem Kurs wird beschrieben, wie die Teamkreativität maximiert werden kann. Es werden Bedingungen in der Arbeitsumgebung aufgezeigt, die der Teamkreativität förderlich sind, z. B. Heterogenität der Teammitglieder. Außerdem werden Teammethoden zur Unterstützung der Kreativität beschrieben, z. B. Techniken wie Brainstorming und Rollenspiele.

Production d'idées créatives et innovantes : Optimisation de la créativité d'une équipe (FR)

pd_09_a02_bs_fr French 1 hour La créativité est-elle à la portée de chacun ? La créativité est-elle naturelle dans une équipe ou est-elle une compétence que certains acquièrent et d'autres pas ? Comme pour tout, la créativité et l'innovation peuvent s'épanouir à condition de les développer avec les bons outils. Ce cours explique comment optimiser la créativité d'une équipe. Il explore les conditions d'environnement de travail qui encouragent la créativité d'une équipe, comme l'hétérogénéité de ses membres. Il décrit en outre les méthodes qui favorisent la créativité au sein d'une équipe, telles que les techniques du brainstorming ou « remue-méninges » et du jeu de rôle.


Generare idee creative e innovative: Massimizzare la creatività del team (IT)

pd_09_a02_bs_it Italian 1 hour La creatività è a portata di tutti? La creatività è naturale all'interno di un team, oppure è un'abilità che alcuni imparano e altri no? Come qualsiasi altra cosa, la creatività e l'innovazione possono proliferare se coltivate con gli strumenti giusti. Questo corso parla di come massimizzare la creatività del team. Analizza le condizioni dell'ambiente lavorativo che incoraggiano la creatività nel team, come la diversità tra i suoi membri. Inoltre, descrive i metodi di team per stimolare la creatività, comprese tecniche come il brainstorming e il role play.

Generating Creative and Innovative Ideas: Verifying and Building on Ideas (EN/DE/FR/IT versions)

pd_09_a03_bs_enus English 1 hour Generating creative ideas can be a very exciting and stimulating process. This is particularly true during the initial stages of idea generation, when many adopt an 'anything goes' approach. Later, however, the workability of ideas needs to be verified, or checked. Ideas are more likely to be relevant and useful when they have been assessed in the context of organizational needs, strategies, and resources. Some techniques that can help verify ideas are getting the opinions of key people and using simulations. Building on ideas continues the process of verifying ideas by helping to make those ideas more clear, relevant, and feasible. This course covers a variety of techniques used to verify and build on creative ideas. It outlines when to use research and when to use simulations to check the workability of an idea. In addition, it discusses ways to build on ideas effectively. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Erzeugen kreativer und innovativer Ideen: Überprüfen und Ausbauen von Ideen (DE)

pd_09_a03_bs_de German 1 hour Der Prozess der kreativen Ideenfindung kann äußerst interessant und dynamisch ablaufen. Insbesondere im Anfangsstadium der Ideenerzeugung, wenn meistens das Motto gilt: „Erlaubt ist, was gefällt.“ Später jedoch muss überprüft werden, inwiefern diese Ideen umsetzbar sind. Ideen sind tendenziell eher relevant und sinnvoll, wenn sie in Bezug auf die Anforderungen, Strategien und Ressourcen des Unternehmens überprüft worden sind. Das Einholen der Meinungen wichtiger Personen und der Einsatz von Simulationen gehören zu den Techniken, mit denen Sie Ideen überprüfen können. Dieser Überprüfungsprozess wird fortgesetzt, indem Sie die Ideen ausbauen. Dadurch werden diese Ideen klarer, relevanter und besser umsetzbar. |n In diesem Kurs werden verschiedene Techniken behandelt, mit denen Sie kreative Ideen überprüfen und ausbauen können. Es wird kurz erläutert, wann man mithilfe von Recherche und wann mithilfe von Simulationen überprüfen sollte, ob eine Idee umgesetzt werden kann. Darüber hinaus werden Methoden erläutert, mit denen Sie Ideen wirksam ausbauen können.


Production d'idées créatives et innovantes : Vérification et enrichissement d'idées (FR)

pd_09_a03_bs_fr French 1 hour La production d'idées créatives peut être un processus très passionnant et stimulant. Ce point est particulièrement vrai lors des premières étapes de la production d'idées, lorsque beaucoup de personnes adoptent une approche « Tout est permis ». Cependant, la viabilité des idées doit par la suite être vérifiée. Les idées sont plus susceptibles d'être pertinentes et utiles lorsqu'elles ont été évaluées dans le contexte des besoins, des stratégies et des ressources de l'entreprise. Certaines techniques permettant de vérifier les idées consistent à recueillir l'opinion de personnes clés et à utiliser des simulations. L'enrichissement des idées poursuit le processus de vérification des idées en permettant de rendre ces idées plus claires, plus pertinentes et plus réalisables. Ce cours présente diverses techniques utilisées pour vérifier et enrichir les idées créatives. Il explique à quels moments la recherche et la simulation doivent être utilisées pour vérifier la viabilité d'une idée. En outre, il présente des manières d'enrichir efficacement des idées.

Generare idee creative e innovative: Verificare e sviluppare idee (IT)

pd_09_a03_bs_it Italian 1 hour Generare idee creative può essere un processo molto entusiasmante e stimolante. Ciò è particolarmente vero durante le fasi iniziali della creazione delle idee, quando molti adottano l'approccio 'tutto va bene'. Poi, tuttavia, la fattibilità delle idee deve essere verificata o controllata. È più probabile che le idee siano rilevanti e utili quando sono state valutate nel contesto delle esigenze aziendali, delle strategie e delle risorse. Alcune tecniche che possono aiutare a verificare le idee sono quelle di chiedere l'opinione di persone chiave e utilizzare simulazioni. Sviluppare le idee continua il processo di verifica delle idee aiutando a renderle più chiare, rilevanti e fattibili. Questo corso copre molte tecniche utilizzate per verificare e sviluppare idee creative. Evidenzia quando utilizzare la ricerca e quanto utilizzare le simulazioni per verificare la fattibilità di un'idea. Inoltre, analizza modi per sviluppare efficacemente le idee.


7.5 Personnal Productivity

Personal Productivity Improvement: Managing Your Workspace

pd_16_a01_bs_enus 1 hour English Business professionals know how difficult it can be to juggle multiple tasks, and often deal with an influx of paperwork and requests each day. When the workday begins, it can be challenging to know where to start, and employees often become overwhelmed. A major contributor to these feelings can be a disorganized workspace. If you work in a state of chaos, your mind will follow. By becoming more organized, you can also become more productive and avoid procrastination. This course provides business professionals with the information they need to implement positive changes in their working space. It addresses the overwhelming nature of tackling a space that's piled-high with paper, has a disorganized physical or digital filing system, or is overrun with e-mails. You'll begin the process one small area at a time until they have created a well-functioning, productive workspace. Once this is achieved, you'll also be reminded that workspace management is an ongoing process, rather than an event - that is, improvements must be maintained.

Critical Thinking Essentials: Applying Critical Thinking Skills

pd_14_a02_bs_enus English 1 hour Your thinking can have a significant effect on the quality of your life – it determines how well you work through complex problems, make decisions, and accomplish your goals. That's why developing critical thinking skills is so important. To think critically is a practical goal – one you can apply to every question, issue, or problem you face. This course explains how critical thinking promotes creative thinking. It also describes the skills required for critical thinking and how to apply critical thinking to decisions, problems, or issues in the workplace.

Servire i tuoi clienti interni (IT only)

CUST5124 3 hours Italian Questo corso ruota intorno ai bisogni di un gruppo di persone con cui abbiamo già avuto a che fare: i clienti interni. Un servizio clienti eccellente inizia internamente e si riflette esternamente. Senza i processi, le procedure, l'organizzazione e il supporto degli impiegati, l'azienda non riuscirà a fornire un servizio ottimo. Devi iniziare chiedendoti che sono i tuoi clienti interni, capire i loro bisogni e incoraggiare il senso di unità all'interno della tua azienda. Poi, devi capire che benefici l'azienda può trarre dal lavoro di gruppo e dai service team. Fare delle parnership di successo e imparare a dare pieni poteri ai membri del customer service sono altri elementi importanti. Avrai l'opportunità di analizzare il livello del customer service della tua azienda da una prospettiva interna e risolvere le questioni specifiche di servizio.


Writing under Pressure: Preparing for Success

pd_28_a01_bs_enus English 1 hour Certain professions are inextricably tied to writing under pressure, such as the newspaper journalist or the magazine columnist. Indeed, there's a broad spectrum of professions where writing under pressure is an essential skill with direct consequences – financial or otherwise. Professionals are often required to complete multiple writing tasks in a limited time frame. This course provides professionals with effective ways to prepare for writing successfully under pressure, including how to reduce stress and prepare a suitable writing environment, as well as how to reduce distractions.

Gestion du changement : Affronter le changement de manière positive

mgmt_13_a02_bs_fr French 1 hour On dit souvent que les gens n'aiment pas le changement. Mais dès qu'il s'agit de changement dans l’entreprise, les employés sont véritablement intéressés pour rendre les choses meilleures : améliorer les procédures, systèmes, fonctionnements ou services se traduit le plus probablement en améliorations directes également pour les employés. Mais ces derniers ne peuvent pas soutenir le changement et reconnaître ses avantages sans d'abord comprendre son impact sur leurs tâches, procédures ou rôles. Les employés, et les gens en général, lorsqu'ils ont acquis la connaissance et la compréhension, ainsi qu'une vision claire de ce qu'apportera le changement, ne vont pas se contenter de le considérer comme bienvenu. Ils vont l'adopter pleinement. Dans ce cours, vous apprendrez l'importance de construire une ambiance motivante qui soutienne le changement dans votre entreprise, ainsi que l'importance de créer des bénéfices et une vision à court terme. Ce cours décrit les techniques visant à écouter les employés au cours des initiatives de changement, comme l'encouragement à une communication ouverte, l'écoute des sentiments des employés, la vérification de leur compréhension et la prise en compte de leurs commentaires. Il couvre également les mesures à prendre pour soutenir les personnes au cours des initiatives de changement, notamment les accompagner au changement, s'assurer que les employés disposent de la connaissance et des compétences essentielles nécessaires, prendre en compte les caractéristiques individuelles de vos employés et être flexible.

Optimizing Your Work/Life Balance: Analyzing Your Life Balance (EN/DE/FR versions)

pd_06_a01_bs_enus English 1 hour Do you fill your life with many activities and then find it's tricky getting a good balance between them? Getting the balance right can provide you with tremendous payback, but where does this balance lie? You want to feel fulfilled and in harmony with yourself and your world. You know finding a balance is good for you, and also impacts positively on your family, friends, and coworkers. This course highlights techniques you can use to analyze your current level of balance between work and life responsibilities. It covers ways to assess your current work/life balance and overcome internal and external obstacles to achieving balance. Only through properly understanding where you are, in relation to where you want to be, can you begin to construct a map that will take you to your objective of a balanced, fulfilled life. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Optimieren Ihrer Work-Life-Balance: Analysieren des Gleichgewichts in Ihrem Leben (DE)

pd_06_a01_bs_de German 1 hour Füllen Sie Ihr Leben mit zahlreichen Aktivitäten und finden es anschließend schwierig, ein Gleichgewicht zwischen ihnen herzustellen? Ein inneres Gleichgewicht zu finden, kann für Sie sehr lohnend sein, aber wo liegt sie? Sie möchten sich erfüllt und im Einklang mit sich selbst und Ihrer Umwelt fühlen. Sie wissen, dass es gut für Sie ist, ein inneres Gleichgewicht zu finden, und dass sich dies positiv auf Ihre Familie, Freunde und Kollegen auswirken wird. |n In diesem Kurs werden die Techniken behandelt, die Sie zum Analysieren Ihres derzeitigen inneren Gleichgewichts bezüglich der Verpflichtungen des Berufs und denen des Privatlebens einsetzen können. Dabei wird auf Methoden zum Bewerten Ihrer aktuellen Work-Life-Balance und zum Überwinden innerer und äußerer Hindernisse beim Erreichen von Gleichgewicht eingegangen. Erst wenn Sie richtig verstanden haben, wo Sie in Relation zu Ihrem Ziel stehen, können Sie beginnen, einen Plan zu entwerfen, mit dem Sie Ihren Wunsch nach einem ausgewogenen, erfüllten Leben erreichen können.

Optimisation de votre équilibre travail/vie privée : Analyser son équilibre de vie (FR)

pd_06_a01_bs_fr French 1 hour Avez-vous énormément d'activités et des difficultés pour trouver un juste équilibre entre toutes ? Ce juste équilibre vous permettrait pourtant de récolter des bénéfices énormes. Mais où exactement se trouve-t-il ? Vous voulez vous sentir bien et en harmonie avec vous-même et avec votre entourage. Vous savez que trouver un juste équilibre serait bénéfique pour vous et aurait un impact positif sur votre famille, vos amis et vos collègues. Ce cours illustre les techniques que vous pouvez mettre en œuvre pour analyser l'équilibre entre vos responsabilités professionnelles et personnelles. Il vous indique comment évaluer l'équilibre actuel entre votre travail et votre vie privée et comment dépasser les obstacles internes et externes afin de trouver une bonne harmonie. Vous devez impérativement comprendre votre vie telle qu'elle est actuellement et telle que vous souhaitez qu'elle soit pour pouvoir orchestrer ce qui vous permettra d'atteindre votre objectif d'équilibre et d'épanouissement.

Optimizing Your Work/Life Balance: Maintaining Your Life Balance (EN/DE/FR versions)

pd_06_a02_bs_enus English 1 hour You have the knowledge to assess current work/life balance and overcome internal and external obstacles to achieving balance. You know where you are and where you want to be, but now what? How do you achieve and maintain that balance? How will it be affected by external factors and behaviors? This course will focus on techniques for maintaining work/life balance. It includes recognizing the behaviors of passiveness, aggressiveness, and assertiveness and how those affect a person's ability to find balance in life. Techniques that can be used to achieve and preserve balance are also discussed. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Optimieren Ihrer Work-Life-Balance: Bewahren Ihrer Lebensbalance (DE)

pd_06_a02_bs_de German 1 hour Sie verfügen über die Fähigkeit, Ihre aktuelle Work-Life-Balance zu bewerten und innere und äußere Hindernisse zu überwinden, um eine Ausgewogenheit zu erreichen. Sie kennen Ihre Ausgangssituation und Ihr Ziel, aber was nun? Wie erreichen und bewahren Sie diese Ausgewogenheit? Wie wird sie von äußeren Faktoren und Verhaltensweisen beeinflusst? |n Dieser Kurs legt den Schwerpunkt auf Techniken zur Bewahrung der Work-Life-Balance. Er enthält Informationen zum Erkennen von passiven, aggressiven und selbstbehauptenden Verhaltensweisen und ihren Auswirkungen auf die Fähigkeit eines Menschen, die Ausgewogenheit im Leben zu finden. Zudem werden Techniken diskutiert, mit denen Ausgewogenheit erreicht und bewahrt werden kann.

Optimisation de votre équilibre travail/vie privée : Maintenir son équilibre de vie (FR)

pd_06_a02_bs_fr French 1 hour Vous disposez des connaissances qui vous permettent d'évaluer l'équilibre actuel travail/vie privée et d'abattre les obstacles externes pour trouver votre équilibre. Vous savez où vous vous situez et où vous souhaitez aller. À présent, que faire ? Comment trouver et maintenir cet équilibre ? À quel point sera-t-il affecté par des facteurs et comportements externes ? Ce cours se concentre sur les techniques de maintien de l'équilibre travail/vie privée. Il comprend la reconnaissance des comportements de passivité, d'agressivité et d'assurance et la manière dont ceux-ci affectent la capacité d'une personne à trouver son équilibre de vie. Il aborde également les techniques utilisables pour trouver et préserver cet équilibre.

Optimizing Your Work/Life Balance: Taking Control of Your Stress (EN/DE/FR versions)

pd_06_a03_bs_enus English 1 hour In 'Occupational Stress,' Stephen Palmer wrote 'Stress is the psychological, physiological and behavioral response by an individual when they perceive a lack of equilibrium between the demands placed upon them and their ability to meet those demands, which, over a period of time, leads to ill-health.' Are you constantly adding items to your to-do list and it seems like your list never shrinks? Are you feeling overwhelmed at work and at home? Are you afraid that stress is starting to negatively impact your health and relationships? Stress is produced by your own feelings and reactions to certain external events, rather than by the events themselves. And while you may not always be able to control the external events that are causing you stress, you can control your reactions to them and how you handle them. This course will explain how the signs and symptoms of stress could be of physiological, behavioral, and psychological nature and where these stresses can come from. This course reviews strategies for coping with stress and avoiding burnout. The course also covers how you can positively change your responses to stress once you are able to recognize how you respond to stressful situations. Relaxation techniques such as breathing and mediation are also covered. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.


Optimieren Ihrer Work-Life-Balance: Stressbewältigung (DE)

pd_06_a03_bs_de German 1 hour In seiner englischsprachigen Publikation „Occupational Stress“ schreibt Stephen Palmer sinngemäß: |w Stress ist die Reaktion, die ein Mensch auf psychologischer und körperlicher Ebene sowie in seinem Verhalten zeigt, wenn er zwischen den an ihn gestellten Ansprüchen und seiner Fähigkeit, diese zu erfüllen, eine Unausgewogenheit wahrnimmt, die über einen längeren Zeitraum zur Erkrankung führt. Bürden Sie sich selbst ständig neue Aufgaben auf, sodass Sie den Eindruck gewinnen, dass die Liste nie kürzer wird? Fühlen Sie sich in der Arbeit und zu Hause überfordert? Befürchten Sie, dass Stress sich allmählich negativ auf Ihre Gesundheit und Ihre Beziehungen auswirkt. Stress wird nicht etwa durch externe Ereignisse, sondern durch Ihre eigenen Gefühle und Reaktionen in Bezug auf dieselben verursacht. Wenngleich Sie nicht immer in der Lage sein dürften, auf externe Ereignisse einzuwirken, die Ihnen Stress verursachen, können Sie doch Ihre Reaktion und Ihre Umgangsweise mit solchen Ereignissen steuern. |n In diesem Kurs werden Anzeichen und Symptome von Stress erläutert, die in Form körperlicher und psychologischer Reaktionen oder in Verhaltensweisen zum Ausdruck kommen können. Zugleich wird auch auf die Ursache für solches Stressempfinden eingegangen. Im Rahmen des Kurses werden Strategien zur Stressbewältigung und zum Vermeiden von Erschöpfungszuständen (Burnout) behandelt. Darüber hinaus wird dargelegt, wie Sie Ihre Reaktion auf Stress zum Positiven wenden können, wenn Sie gelernt haben, Ihre eigene Verhaltensweise in aufreibenden Situationen zu erkennen. Ferner werden Entspannungstechniken wie Atemübungen und Meditation behandelt.

Optimisation de votre équilibre travail/vie privée : Contrôler son stress (FR)

pd_06_a03_bs_fr French 1 hour Dans « Occupational Stress » (Stress professionnel), Stephen Palmer écrivait : « Le stress est la réponse psychologique, physiologique et comportementale d'un individu lorsque ce dernier perçoit un déséquilibre entre les exigences qu'on lui impose et sa capacité à y répondre, ce qui entraîne, au fil du temps, des problèmes de santé. » Ajoutez-vous constamment des éléments à votre liste de tâches et vous semble-t-il que cette liste ne diminue jamais ? Vous sentez-vous submergé au travail et chez vous ? Craignez-vous que le stress commence à avoir des effets négatifs sur votre santé et vos relations ? Le stress est généré par vos propres sentiments et réactions à certains événements externes et non par les événements eux-mêmes. Et si vous ne pouvez pas toujours maîtriser les événements externes à l'origine de votre stress, vous pouvez contrôler vos réactions à ces événements, ainsi que la manière de les gérer. Ce cours explique comment les signes et les symptômes du stress peuvent être de nature physiologique, comportementale et psychologique et indique leur origine. Il présente des stratégies permettant d'affronter le stress et d'éviter l'épuisement professionnel. Il indique également comment vous pouvez améliorer vos réactions au stress lorsque vous savez comment réagir à des situations stressantes. Des techniques de relaxation comme la respiration et la méditation sont également abordées.

Bases du télétravail : Stratégies de communication pour les employés qui travaillent à distance (FR only)

pd_08_a02_bs_fr French 1 hour Le télétravail est de plus en plus répandu dans de nombreux secteurs et les employés doivent désormais s'habituer à travailler et à communiquer dans des bureaux virtuels. Ce type de bureau permet de réunir les pays et les continents, il est donc plus qu'indispensable que les télétravailleurs disposent de solides compétences en matière de communication pour réussir à évoluer dans leur carrière. Ce cours vous aide à comprendre l'importance des compétences en communication pour un télétravailleur et présente la marche à suivre pour faire évoluer votre carrière tout en travaillant à distance. Vous découvrirez les stratégies clés à utiliser pour les communications. Ce cours présente des méthodes pour


rester présent au bureau tout en étant absent physiquement et explique pourquoi la notion de confiance est si importante entre les télétravailleurs, leurs collègues et leurs responsables. Vous découvrirez comment l'application de principes d'écoute efficace peut vous permettre d'améliorer votre façon de communiquer.

Personal Productivity: Self-organization and Overcoming Procrastination

pd_16_a02_bs_enus English 1 hour How is organization related to procrastination? In fact, the two often go hand in hand. A lack of organization, coupled with a tendency to procrastinate, can be a vicious cycle. Becoming disciplined, setting priorities, and eradicating time-wasting activities can reduce the desire to put things off. The key to becoming your most productive self is to embrace organization and to overcome procrastination. This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization. The course presents ways to develop the discipline required to get things done, guidance on setting priorities, as well as approaches to overcommitment.

Personal Productivity Improvement: Managing Tasks and Maximizing Productivity

pd_16_a03_bs_enus English 1 hour Do highly productive people have some innate skill that others do not? Or do people become productive because of their choices and actions? This course teaches that anyone can be productive if they choose to be – and follow it up with action. People tend to become less productive when faced with major projects, often feeling overwhelmed or unable to complete what's required of them. This course examines task management and 'chunking' and how they can help workloads seem much less overwhelming. It also looks at how to determine which are priority tasks and which are nonessential. And it examines the importance of scheduling and detailing schedule items using a to-do list. Taking time to create a schedule at the start will save you time and energy in the long run. And knowing how to properly use a to-do list can help maximize personal productivity.

Time Management: Planning and Prioritizing Your Time

pd_11_a02_bs_enus English 1 hour Managing time effectively entails analyzing your goals, breaking those goals into tasks, and then prioritizing those tasks. This isn't always easy or clear cut, given the number of tasks you may need to complete. But if you set clear and measurable goals and then develop an effective to-do list, you'll find prioritizing your many tasks is easier. And, in the end, you'll manage your time better. This course focuses on ways to prioritize your workload. It discusses how to prepare a useful to-do list and prioritize the items on it. The course also outlines how to sequence and queue tasks to help improve your time management. Finally, it describes how to estimate time frames so you can schedule your tasks effectively and meet your deadlines. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

http://library.skillport.com/coursedesc/pd_11_a02_bs_enus/summary.htm


Time Management: Avoiding Time Stealers - NEW

pd_11_a03_bs_enin English 1 hour Time is a precious, non-renewable resource - how effectively you use it will determine success in both your career and personal life. The reasons for the excessive wastage of this valuable commodity are time stealers – too many irritations, unimportant tasks and administrative duties that can easily consume your days. Moreover, you may find that some of your own behaviours affect how well you manage time. For example, you may be a procrastinator, or you may find it difficult to say no to requests to take on more work. Such behaviours can reduce your efficiency, as well as create unnecessary stress for you. This course focuses on strategies for managing common time stealers - procrastinating and taking on too much work - as well as how to handle interruptions. It shows you how effective time management can help you concentrate on the work that is truly productive while managing your time stealers both professionally and speedily.

Developing Excellent Time Management Habits - NEW

pd_01_a03_bs_enin English 3 hours, 30 mins Time management shouldn't be a separate activity—it should be an integral part of the way you do things. For this to happen, you need to be able to develop good time management habits and avoid bad ones. An effective use of time also involves managing your environment, managing your use of technology and managing the time-wasting activities of people around you. Today, we are often overwhelmed by the amount of paperwork lying on our desks, or the number of e-mails that appear on our screens. There is a real danger that we end up being reactive rather than creative, and spend all our time responding to what we have been sent, rather than initiating new ideas. To avoid this, you need to develop techniques for handling paperwork, telephone calls and e-mails to maximise their value, and minimise their disruptive potential. Technology makes it possible for us to be more efficient, and get more done, in many different ways. However, you need to make sure that you are really controlling the technology so that it also helps you to be more effective—getting the right things done, rather than allowing it to control you. There are many time stealers. Demands and interruptions from bosses, colleagues or customers can prevent you from achieving your goals, and these must be dealt with appropriately. Not all time thieves are external. Most of us are prone to some degree of seemingly harmless procrastination, but this can be the most dangerous time waster of all.

Being an Effective Team Member (EN/DE/FR/IT versions)

team_02_a01_bs_enus English 1 hour A truly effective team is equal to more than the sum of its parts. And it takes the dedication of every member of the team. Effective team members go beyond themselves and their personal desires and goals. If you want to be an effective team member, your challenge is to put the team first, which means maximizing your contributions to help the team accomplish its purpose. This course covers strategies and techniques to help you become an effective and valued member of your team. Specifically, you'll explore ways for adopting a positive approach to being on a team, like recognizing the benefits of working on a team and learning to tolerate team member differences. You'll also learn how to work proactively and collaboratively with members of your team as you achieve your team's goals.


Als Teammitglied effektiv handeln (DE)

team_02_a01_bs_de German 1 hour Ein wahrhaft effektives Team ist mehr als nur die Summe seiner Mitglieder. Dazu ist jedoch das Engagement jedes einzelnen Teammitglieds erforderlich. Effektive Teammitglieder beschränken sich nicht auf eigene Wünsche und Ziele, sondern sehen sich als Teil eines Teams. Wenn Sie als Teammitglied effektiv sein möchten, müssen Sie das Team an erste Stelle setzen. Dies bedeutet, dass Sie Ihren Beitrag so maximieren sollten, dass Sie das Team dabei unterstützen, die gesetzten Ziele zu erreichen. |n In diesem Kurs werden Strategien und Techniken behandelt, durch die Sie zu einem effektiven und wertvollen Teammitglied werden. Sie lernen vor allem Methoden kennen, durch die Sie eine positive Haltung zur Teammitgliedschaft entwickeln. Dabei erkennen Sie beispielsweise die Vorteile, die die Arbeit im Team bringt, und finden heraus, wie Sie die Unterschiede zwischen Teammitgliedern tolerieren können. Zudem lernen Sie, wie Sie zum Erreichen von Zielen mit den Mitgliedern Ihres Teams proaktiv zusammenarbeiten können.

Être un membre efficace au sein d'une équipe (FR)

team_02_a01_bs_fr French 1 hour Le résultat d'une équipe véritablement efficace est supérieur à la somme de ses éléments. Et cela implique un engagement de la part de tous les membres de l'équipe. Des membres d'équipe efficaces se dépassent et vont au-delà de leurs désirs et objectifs personnels. Si vous voulez être un membre efficace au sein d'une équipe, votre défi consiste à faire passer l'équipe avant tout. Cela signifie qu'il vous faudra maximiser vos contributions pour aider l'équipe à atteindre son objectif. Ce cours aborde des stratégies et des techniques pour vous aider à devenir un membre efficace et apprécié au sein de votre équipe. Vous allez tout spécialement explorer des manières d'adopter une approche positive de votre participation à une équipe, comme reconnaître les avantages du travail d'équipe et apprendre à tolérer les différences entre les différents membres de l'équipe. Vous apprendrez également à travailler de manière proactive et en collaboration avec les membres de votre équipe pour atteindre les objectifs de votre équipe.

Essere un membro efficace del team (IT)

team_02_a01_bs_it Italian 1 hour Un team veramente efficace è più della semplice somma delle sue parti. E richiede l'impegno di ciascun membro del team. I membri efficaci del team si spingono oltre a se stessi e ai propri desideri e traguardi personali. Per essere un membro efficace del team la sfida è di mettere il team al primo posto, il che significa massimizzare il proprio contributo nell'aiutare il team a raggiungere i propri scopi. Questo corso si occupa delle strategie e delle tecniche che possono aiutare a divenire un membro efficace e prezioso del team. In particolare verranno esaminate le modalità di adozione di un approccio positivo alla partecipazione nel team, come ad esempio il riconoscimento dei benefici del lavoro di squadra e l'apprendimento della tolleranza verso le differenze con gli altri membri del team. Impareremo inoltre come lavorare proattivamente e in collaborazione con i membri del team nel raggiungere i traguardi del team stesso.


7.6 Knowing Euler Hermes

Knowing Euler Hermes - English

English Knowing Euler Hermes is an e-learning module designed to present the Euler Hermes Group in an interactive fashion. Enriched with customer success stories, employees' testimonies, videos and quizzes, this module allows learning about our company in a fun way. Basic information about Euler Hermes' values, activities, organization, initiatives and ambitions are all included. Having a look at this module thus makes it an absolute must!

7.7 Diversity & Inclusion


_SCORM12_EH_UB1 40 minutes English The premise of this training is that unless we explore the nature of relationships, perceptions and prejudices we will never make sufficient progress to create truly diverse and inclusive organisations. It is based on the fact that we are all biased. That is everyone, without exception. This training is intended to enable us to improve the quality of our decision-making, ensuring that we eliminate irrelevant factors that may influence our conclusions. Understanding Unconscious Bias provides an overview of unconscious bias in terms of how it affects you and others. You will see a number of experiments which help illustrate the way our perceptions filter information and how this impacts on what we see and hear, what we fail to see and hear, and the judgements we make. Becoming more aware of how our brains are wired can help us understand that 'trusting our instincts' can lead to poor decision-making. Once we acknowledge our bias, we can consciously take action to reduce its influence.


_SCORM12_EH_UB2 40 minutes English The premise of this training is that unless we explore the nature of relationships, perceptions and prejudices we will never make sufficient progress to create truly diverse and inclusive organisations. It is based on the fact that we are all biased. That is everyone, without exception. This training is intended to enable us to improve the quality of our decision-making, ensuring that we eliminate irrelevant factors that may influence our conclusions. Bias at Work covers bias at work through a series of drama scenarios. The scenarios will help you understand how unconscious bias can impact on the workplace and on working relationships. Although the organisation is fictitious and the context is specific, the human interactions are quite universal, and you'll learn a lot about biases, and how to counteract biases by studying how these people are interrelating with one another. Addressing Bias provides guidance on how to address bias in specific situations including recruitment, performance reviews/appraisals, induction of new team members and mentoring. The section also explores practical measures to help eliminate the impact of bias in these situations within your own organisation.


Diversity on the Job: Diversity and You - NEW

pd_07_a02_bs_enus English 1 hour Just as organizations must respond to demographic and social changes that introduce new languages, cultures, values, and attitudes to the workplace, so must you as an individual. To understand and appreciate diversity, you must develop an understanding of yourself and the ways in which you and others view the world. Your ability to use a variety of strategies to effectively deal with diverse situations in and out of the workplace is very important. Equally important is the ability to share these effective strategies openly, to leverage the diversity that exists within the organization. This course identifies strategies to help you become aware of your attitudes toward diversity; increase your acceptance of diverse cultures, people, and ideas; and become an advocate for diversity within the workplace. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Gérer la diversité (FR only)

_pc_ch_lach015_fr French 12 mins Optimiser la diversité constitue un aspect essentiel de toute organisation. Ce Challenge analyse la façon dont les différents aspects de la diversité s'inscrivent dans la stratégie des entreprises.

Understanding Workplace Diversity – NEW (EN/FR versions)

_pc_bi_hrbi002 English 6 mins Differences and similarities of ethnic, cultural, and family background are only part of a comprehensive approach to workplace diversity. This Business Impact explores additional elements that are crucial aspects of the diversity mixture in today's business world.

Mieux comprendre la diversité au travail (FR)

_pc_bi_hrbi002_fr French 6 mins Les différences et similitudes ethniques, culturelles et familiales ne sont qu'un aspect de l'approche globale de la diversité au travail. Ici, nous prenons en compte des éléments supplémentaires qui sont des aspects essentiels de la diversité dans le monde professionnel d'aujourd'hui.


7.8 Career development

Preparing for Your Performance Appraisal (EN/DE versions)

_pc_bi_pfbi017 6 mins English Many employees find performance appraisals intimidating. This Business Impact shows how proper preparation makes the process less stressful and more beneficial.

Sich auf eine Leistungsbeurteilung vorbereiten (DE)

_pc_bi_pfbi017_de 6 mins German Für viele Mitarbeiter sind Leistungsbeurteilungen etwas Bedrohliches. In diesem Kurs werden Strategien vorgestellt, wie der Prozess durch gute Vorbereitung stressfreier und nützlicher für den Mitarbeiter wird.

Performance Appraisal Essentials: Conducting Traditional Appraisals (EN/FR versions)

mgmt_17_a02_bs_enus 1 hour English If you were to poll a group of managers about how comfortable they feel conducting appraisals, you would probably find few saying they feel completely comfortable. Conducting appraisals isn't easy but it's an important part of a manager's job. Regularly appraising your employees' job performance can reinforce outstanding performance, as well as help your direct reports improve below average performance. This increases productivity and helps you build better relationships with your team. To increase your comfort level with conducting appraisals, you should try to become familiar with the areas to be covered during the actual meeting and with skills and techniques for addressing the appraisee. This course describes ways to prepare for appraisal meetings, as well as how to carry out those meetings effectively by following certain steps and guidelines. In particular, it demonstrates what to do when an employee becomes emotional during an appraisal. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Principes fondamentaux de l'évaluation des performances : réaliser des évaluations traditionnelles

(FR)

mgmt_17_a02_bs_fr 1 hour French Si vous décidiez de faire un sondage sur l'aisance que ressentent les responsables lorsqu'ils procèdent à des évaluations de performance, vous constateriez que peu d'entre eux admettent être complètement à l'aise. La réalisation des évaluations n'est pas chose facile, mais est une partie importante des fonctions d'un responsable. L'évaluation régulière de l'efficacité fonctionnelle de vos employés permet non seulement de fortifier les performances exceptionnelles, mais aussi d'aiguiller les collaborateurs directs dont les performances sont en dessous de la moyenne. La productivité en est ainsi accrue et les rapports que vous entretenez avec votre équipe renforcés. Pour augmenter votre aisance sur le plan de la réalisation des évaluations, vous avez besoin de vous familiariser avec les domaines qui seront abordés lors de l'entretien ainsi qu'avec les compétences et les techniques de communication en la matière. Ce


cours explique comment se préparer aux entretiens d'évaluation et comment les mener de façon efficace, en suivant certaines étapes et consignes. Il met plus particulièrement l'accent sur la façon de se comporter lorsqu'un employé perd son sang-froid au cours d'une évaluation.

Managing Your Career: Creating a Plan - NEW

pd_10_a01_bs_enus 1 hour English Getting and keeping your career on track takes careful planning. Those who wait for opportunities to come knocking may be left behind. Approaching your career proactively and being able to recognize opportunities to move ahead are key to smart career management. It starts with knowing yourself and what you want to do so that you can align your career moves with your goals. This course guides you through the process of taking stock of your present situation and determining the best way ahead. It starts with taking inventory of your values, interests, skills, and needs. Then based on these findings, you can determine your strengths. This course provides examples of roles in which you could use those strengths. It also provides tips on how to deal with any weaknesses that are holding you back. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Managing Your Career: Professional Networking Essentials - NEW

pd_10_a03_bs_enin 1 hour English Do you have a strong professional network of people who can help you move forward professionally? Does the thought of networking scare you because you feel uncomfortable in situations where you're expected to be outgoing and make conversation with people you don't know? Regardless of your strengths and weaknesses, situation or occupation, an important factor in making progress in your career is using good communication skills. With these skills, you can build strong professional relationships and maintain an effective business network of contacts. This course provides you with the essential communication skills required to establish a business network. It also includes strategies for building ties with new contacts during networking opportunities. It also covers best practices for maintaining your network so that business contacts can help you achieve your career goals.

Conquering Career Stagnation - NEW (EN/DE versions)

_pc_bi_pfbi019 6 mins English Many employees experience career stagnation. This impact examines strategies to overcome it.

Karrierestillstand überwinden (DE)

_pc_bi_pfbi019_de 6 mins German Viele Angestellte erleben im Laufe Ihres Arbeitslebens eine Phase des Karrierestillstandes. In diesem Kurs werden Strategien vorgestellt, mit denen eine stockende Karriere wieder in Schwung gebracht werden kann.


Developing Your Career – NEW (EN/DE versions)

_pc_ch_lach037 15 mins English Career development requires foresight and proactive management. This Challenge explores methods of planning and executing an effective career development path.

Entwickeln Sie Ihre Karriere (DE)

_pc_ch_lach037_de 12 mins German Karriereentwicklung erfordert Weitsicht und proaktives Handeln. Dieser Kurs zeigt auf, wie Sie einen effektiven Plan für Ihre Karriereentwicklung entwerfen und umsetzen.

Planning Your Career - NEW

_pc_ch_pach013 15 mins English You have the power to advance your career. So how can you do this? This challenge explores the ways you can be proactive in advancing your career and successful in achieving your career goals. The learner takes the role of an IT professional working in the Information Services group of a pharmaceutical company.

Leadership Essentials: Creating Your Own Leadership Development Plan (EN/FR/IT versions)

lead_05_a08_bs_enus 1 hour English Creating your own leadership development plan is a significant part of any successful and valuable leadership-development strategy. Leadership development plans help to ensure that you remain focused on what is required to continually grow and develop as a leader. This includes assessing your own style, values, and requirements, as well as identifying development goals, objectives, and actions. This course explores ways to assess yourself as a leader, establish a vision for the future, and identify obstacles to that vision. It also teaches practical approaches for setting development goals, objectives, and actions designed to move you toward your vision. Lastly, it provides useful criteria for evaluating a personal leadership development plan. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Les Essentiels du Leadership : Création de votre plan de développement de vos compétences en tant

que Leader (FR)

lead_05_a08_bs_fr 1 hour French La création de votre plan de développement de vos compétences en tant que dirigeant est un élément important de toute stratégie utile et réussie de développement des compétences de dirigeant. Les plans de développement des compétences en tant que dirigeant contribuent à assurer que vous restez concentré sur ce qui est requis pour développer continuellement vos compétences de leader. Cela inclut d'évaluer votre propre style, vos valeurs et vos exigences ainsi que d'identifier vos buts, objectifs et actions pour le développement. Ce cours explore des manières

http://library.skillport.com/coursedesc/_pc_ch_pach013/summary.htm


permettant de vous auto-évaluer en tant que leader, d'établir une vision pour l'avenir et d'identifier les obstacles entravant cette vision. Il enseigne également des approches pratiques permettant de définir des buts, des objectifs et des actions pour le développement conçus pour vous permettre d'évoluer vers votre vision. Enfin, il propose des critères utiles pour l'évaluation de votre plan personnel de développement de vos compétences en tant que dirigeant.

Basi di leadership: Creare il proprio piano di sviluppo della leadership (IT)

lead_05_a08_bs_it 1 hour Italian La creazione del proprio piano di sviluppo della leadership rappresenta una parte fondamentale di tutte le strategie di sviluppo della leadership preziose e di successo. I piani di sviluppo della leadership consentono di rimanere focalizzati su ciò che un leader è tenuto a coltivare e sviluppare continuamente. Ciò consiste nella valutazione del proprio stile, valori e requisiti, nonché nell'identificazione di obiettivi, traguardi e azioni di sviluppo. Questo corso illustra le varie modalità di valutazione di se stessi in quanto leader, delinea una vision per il futuro e individua gli ostacoli che potrebbero presentarsi. Esso illustra altresì gli approcci pratici su cui si basa la determinazione dei traguardi, gli obiettivi e le azioni di sviluppo finalizzate al raggiungimento della vision. Vengono infine illustrati criteri utili per la valutazione di un piano di sviluppo della leadership personale.


7.9 Negotiation Essentials

Working with Difficult People: Dealing with Micromanagers - NEW (EN/DE/FR versions)

comm_23_a07_bs_enus English 1 hour Every office seems to have one – a person who seems to need to control every aspect and every detail of any situation or project they're involved with. Whether the motivation comes from a desire to ensure success or simply a need to be the center of attention, micromanagers generally do more harm than good. This course introduces you to the micromanager and explains strategies for how to deal with a micromanager appropriately.

Arbeiten mit schwierigen Menschen: Der Umgang mit Mikromanagern (DE)

comm_23_a07_bs_de German 1 hour Wahrscheinlich gibt es in jedem Büro einen Mitarbeiter, der jede Situation oder jedes Projekt bis ins kleinste Detail kontrollieren möchte. Ganz gleich, ob es diesen Personen darum geht, den Erfolg zu sichern, oder einfach nur darum, im Mittelpunkt zu stehen, Mikromanager richten im Allgemeinen mehr Schaden an als Nutzen. |n |n Dieser Kurs beschäftigt sich mit dem Mikromanager und den Strategien, wie Sie mit einem Mikromanager angemessen umgehen können.

Travailler avec des personnes difficiles : Traiter avec micromanagers (FR)

comm_23_a07_bs_fr French 1 hour Chaque bureau semble compter dans ses rangs une personne souhaitant tout contrôler dans chacun des projets à laquelle elle participe. Que la motivation de cette personne provienne de la volonté de réussir ou simplement du désir d'attirer l'attention, les microresponsables font généralement plus de mal que de bien. Ce cours propose une introduction aux microresponsables et présente des stratégies pour gérer leur comportement de manière adaptée.

Negotiation Essentials: What Is Negotiation? - NEW (EN/DE/FR versions)

comm_24_a01_bs_enus English 1 hour Everyone has to negotiate at some point in his or her life. Strong negotiations skills can be survival skills, both in and out of the workplace. But being able to negotiate successfully requires that you understand some of the basic concepts of negotiation. Negotiation has been described in many ways – getting what you want, reaching an agreement, influencing others, and bargaining. However you think of it, though, negotiation is a process in which two or more parties with different needs and goals work together to find a solution that is acceptable to all. This course defines negotiation and describes actions that can help you negotiate successfully. It also discusses two types of negotiation – distributive and integrative – that you will typically encounter in business. And finally, this course covers styles of negotiating.


Verhandlungsgrundlagen: Was ist Negotiation ? (DE)

comm_24_a01_bs_de German 1 hour Jeder Mensch gerät in Situationen, in denen er ohne Verhandeln nicht weiterkommt. Gute Verhandlungstechniken können am Arbeitsplatz und auch in anderen Bereichen entscheidend sein. Voraussetzung für ein erfolgreiches Verhandeln ist, dass Sie einige Grundlagen kennen und verstehen. Das Konzept des Verhandelns lässt sich auf verschiedene Arten beschreiben, beispielsweise könnte es als das Erreichen gewünschter Ziele definiert werden, das Erzielen einer Einigung, das Beeinflussen anderer Personen oder auch als Handeln im Sinne von Feilschen. Wie Sie es auch betrachten, Verhandeln ist immer als Prozess zu sehen, in dem zwei oder mehr Parteien mit unterschiedlichen Bedürfnissen und Zielen zusammenarbeiten, um eine für alle Seiten annehmbare Lösung zu finden. In diesem Kurs erhalten Sie eine Definition von Verhandeln, und Sie lernen Techniken kennen, die erfolgreiche Verhandlungen fördern. Außerdem werden distributive und integrative Verhandlungen erläutert: die beiden in geschäftlichen Zusammenhängen üblichen Verhandlungstechniken. Abschließend wird in diesem Kurs auf Verhandlungsstile eingegangen.

Les Essentiels De La Négociation : Quest-ce Que La Négociation ? (FR)

comm_24_a01_bs_fr French 1 hour À un moment ou un autre de notre vie, nous sommes tous confrontés à la négociation. Que ce soit au travail ou ailleurs, de solides compétences en négociation peuvent être de réels moyens de survie. Cependant, réussir une négociation implique que vous en maîtrisiez les principes de base. Plusieurs définitions ont été attribuées à la négociation : obtenir ce que vous désirez, aboutir à un accord, influencer d'autres personnes et marchander. Quoi que vous en pensiez, la négociation est toutefois un processus au cours duquel deux parties ou plus, avec des besoins et des objectifs différents, cherchent ensemble une solution qui conviendra à tous. Ce cours définit la négociation et décrit les actions qui pourront vous aider à négocier avec succès. Il établit également une distinction entre deux types de négociation auxquelles vous serez généralement confronté en affaires. Il s'agit de la négociation distributive et de la négociation intégrative. Enfin, ce cours vous présentera les différents styles de négociation.

Negotiation Essentials: Planning for Negotiation - NEW (EN/DE/FR versions)

comm_24_a02_bs_enus English 1 hour It's true that negotiating can sometimes seem a daunting task. But if you're properly prepared, you'll likely reach an outcome that benefits both you and the other party without too much stress. If you've ever gone into a negotiation without preparing, it's likely that you were reactive and unfocused, and you may have ended up with a less than desirable outcome. Proper planning would have given you the direction needed to do effective problem solving at the negotiation table. Thinking carefully about what you want to achieve, as well as what the other party wants, will pave the way for a smooth and successful negotiation. You will know which terms are acceptable to you and which are not, and you will be ready for objections from the other party. This course describes key considerations when preparing for a negotiation. It also covers how to prepare for likely compromises you'll need to make, and how having alternatives to a negotiated agreement and knowing your 'walk away' point can make negotiations go smoother.


Verhandlungsgrundlagen: Die Planung für Verhandlungen (DE)

comm_24_a02_bs_de German 1 hour Verhandlungen können eine ganz schön schwierige Angelegenheit sein. Mit der richtigen Vorbereitung können Sie jedoch ohne viel Stress zu einem Ergebnis kommen, das für beide Seiten Vorteile bringt. Wenn Sie schon einmal unvorbereitet in eine Verhandlung gegangen sind, haben Sie sich mit großer Wahrscheinlichkeit reaktiv und unkonzentriert verhalten. Vielleicht haben Sie aus diesem Grund Ihr Ziel nicht erreicht. Die richtige Planung hätte Ihnen den Weg zu einer effizienten Problemlösung am Verhandlungstisch weisen können. Wenn Sie sich im Vorfeld Gedanken darüber machen, was Sie und Ihr Verhandlungspartner erreichen möchten, steht einer reibungslosen und erfolgreichen Verhandlung nichts mehr entgegen. Sie sollten sich darüber im Klaren sein, welche Bedingungen für Sie akzeptabel sind, und sich für Einwände der Gegenpartei rüsten. In diesem Kurs werden wichtige Überlegungen für die Vorbereitung von Verhandlungen beschrieben. Sie erfahren auch, wie Sie sich auf Kompromisse einstellen, die Sie wahrscheinlich eingehen müssen, wie Sie Alternativen zu einem Verhandlungsziel vorbereiten und wo Ihr „Ausstiegspunkt“ liegt. So lässt sich der Ablauf von Verhandlungen optimieren.

Essentials de négociation : Planification de négociation (FR)

comm_24_a02_bs_fr French 1 hour Il faut bien avouer qu'une négociation peut parfois représenter un défi de taille. Mais en étant bien préparé, vous pouvez tout à fait arriver, sans trop de stress, à une issue dont vous et la partie adverse serez satisfaits. S'il vous est déjà arrivé d'entamer une négociation sans y être préparé, vous étiez probablement sur vos gardes et peu concentré, et l'issue n'était sans doute pas à la hauteur de vos attentes. Une planification correcte vous aurait aidé à résoudre efficacement les problèmes autour de la table des négociations. En réfléchissant attentivement au but que vous souhaitez atteindre et à ce que veut la partie adverse, il y a de plus fortes chances que la négociation soit fructueuse et se déroule bien. Vous pouvez déterminer les conditions qui sont acceptables ou non et vous préparer à contrer les objections de la partie adverse. Ce cours décrit les points clés à examiner pour préparer une négociation. Il explique également comment préparer des compromis que vous serez probablement amené à faire et en quoi le fait d'avoir des solutions alternatives à un accord négocié et de connaître votre point de rupture permet un meilleur déroulement de la négociation.

Negotiation Essentials: Communicating – NEW (EN/DE/FR versions)

comm_24_a03_bs_enus English 1 hour If you want to achieve a successful outcome in a negotiation, you need to communicate well. And this means not only being clear in how you deliver your message but also ensuring the other party feels understood. You need to actively and skillfully create a connection with the person you're negotiating with. Otherwise, you won't ever reach an agreement. This course describes ways you can communicate effectively in a negotiation. It discusses how to set the tone for a negotiation, make an effective and clear proposal, and respond positively to the other party in the negotiation.


Verhandlungsgrundlagen: Kommunikation (DE)

comm_24_a03_bs_de German 1 hour Wenn Sie den erfolgreichen Ausgang einer Verhandlung erreichen möchten, müssen Sie gut kommunizieren. Dies bedeutet nicht nur, dass Sie Ihre Botschaft klar und eindeutig übermitteln, sondern zudem auch sicherstellen, dass sich die andere Partei verstanden fühlt. Sie müssen aktiv und geschickt eine Beziehung zu Ihrem Verhandlungspartner aufbauen. Andernfalls werden Sie niemals zu einer Übereinkunft gelangen. |n In diesem Kurs werden Methoden beschrieben, mit denen Sie in einer Verhandlung effektiv kommunizieren können. Zudem wird besprochen, wie Sie eine gute Atmosphäre für eine Verhandlung schaffen, wirksame und klare Vorschläge unterbreiten und in der Verhandlung positiv auf die andere Partei reagieren.

Essentials de négociation: Communiquer (FR)

comm_24_a03_bs_fr French 1 hour Pour réussir votre négociation, vous devez communiquer correctement. Cela ne signifie pas uniquement qu'il faut être clair sur la manière dont vous délivrez votre message, mais également vous assurer que l'autre partie se sent comprise. Vous devez créer de manière active et compétente un lien avec la personne avec laquelle vous négociez. Si vous ne le faites pas, vous n'arriverez jamais à trouver un accord. Ce cours décrit comment communiquer efficacement lors d'une négociation. Il explique comment définir le ton de la négociation, faire une proposition claire et efficace, et répondre de manière positive à l'autre partie lors de la négociation.

Negotiation Essentials: Persuading - NEW

comm_24_a04_bs_enus English 1 hour Successful negotiators have the ability to persuade others that their interests are important. But they don't achieve this by ignoring the interests of the other party. Instead, they frame and adapt their interests to reflect the other side's viewpoint. This course identifies the value of persuasion in negotiations and highlights strategies to help you be persuasive in negotiations. It also covers techniques for effectively dealing with difficult people in negotiations.

Negotiation Essentials: Avoiding Pitfalls in Negotiations - NEW

comm_24_a05_bs_enus English 1 hour Negotiations can be tough. But keeping your wits through pressure and problems can lead to breakthroughs and success. Negotiations commonly fail because poor approaches and tactical blunders create additional stumbling blocks to overcome. Negotiators need to be aware of the kinds of actions or attitudes that can hinder the achievement of an agreement. But they also need to understand tactics the other side may use to create a negotiating advantage. This course describes how to overcome common errors in negotiating. It also covers strategies for dealing with difficult negotiating tactics from the other side. Finally, it outlines how to diagnose barriers to agreement.


Vendor Negotiations: Choosing the Best Approach - NEW (EN/DE/FR versions)

_pc_ch_lach032 English 15 mins Negotiation is a complex process that requires thorough preparation, clear communication, and keen perception. And the most successful negotiators are those who strive to achieve win-win results. This Challenge Series exercise explores various negotiation styles and processes and focuses on how to reach a collaborative, win-win solution.

Lieferantenverhandlungen: Die Wahl der beste Ansatz (DE)

_pc_ch_lach032_de German 12 mins Verhandlungen sind ein komplexer Prozess, der sorgfältige Vorbereitung, klare Kommunikation und eine scharfe Auffassungsgabe erfordert. Die erfolgreichsten Verhandlungsführer sind dabei diejenigen, die ein Win-win-Ergebnis, also eine Lösung anstreben, die für beide Seiten vorteilhaft ist. In diesem Kurs werden verschiedene Verhandlungsstrategien, Prozesse und Schwerpunkte vermittelt, durch die gemeinsam eine Lösung, von der alle profitieren, gefunden werden kann.

Négociations fournisseurs : choisir la meilleure approche (FR)

_pc_ch_lach032_fr French 12 mins La négociation est un processus complexe qui requiert une préparation approfondie, une communication claire et une perception fine. Et les meilleures négociations sont celles qui tendent à atteindre des résultats gagnant-gagnant. Cet exercice de la série Challenge analyse différents styles et processus de négociation et s'intéresse à la manière d'aboutir à une solution gagnant-gagnant.


7.10 Human Resources

The Benefits and Challenges of Engaging Employees - NEW (EN/FR versions)

lead_06_a01_bs_enus English 1 hour Creating an engaged and motivated workforce can help make an organization more innovative, productive, and profitable. This course reviews the benefits of having an engaged workforce and defines the attributes and actions of engaged employees. It also explores employee motivation and commitment challenges and examines how employee engagement links to the bottom line.

Bénéfices Et Défis De L'implication Des Employés (FR)

lead_06_a01_bs_fr French 1 hour Constituer un effectif impliqué et motivé peut aider à rendre une organisation plus innovante, plus productive et plus rentable. Ce cours passe en revue les bénéfices d'un effectif impliqué et définit les caractéristiques et le comportement de ces employés. Il étudie également la motivation des employés et les défis liés à leur investissement personnel, et examine comment l'implication personnelle d'un employé est liée aux résultats.

Maintaining an Engaging Organization - NEW (EN/FR versions)

lead_06_a02_bs_enus English 1 hour An engaging organization depends on an engaged workforce – but different employees are motivated in different ways. However, with the proper tools, understanding, and strategies, managers can foster a motivational environment that helps employees become more engaged with the organization, so that they perform more effectively and positively. This course explains how to identify what does and does not motivate employees and introduces tools you can use to assess levels of motivation. It also shows how you can drive engagement within your organization to create a place where people want to work and provides strategies to help you become a motivating and engaging manager.

Maintenir Le Niveau D'implication De L'entreprise (FR)

lead_06_a02_bs_fr French 1 hour Une entreprise qui s'implique dépend du niveau d'implication de ses employés, mais tous les employés ne sont pas motivés par les mêmes raisons. Cependant, si les responsables sont bien informés et possèdent les bons outils, ils peuvent appliquer les stratégies appropriées susceptibles de créer un environnement motivant qui permette aux employés de s'impliquer davantage dans l'entreprise et d'exécuter leurs tâches de façon plus efficace et positive. Ce cours vous explique comment identifier les éléments qui motivent les employés et vous présente les outils que vous pouvez utiliser pour évaluer les niveaux de motivation. Vous verrez également comment inciter les employés à s'impliquer dans votre entreprise pour créer un environnement de travail qu'ils apprécient et vous découvrirez des stratégies qui vous permettront de devenir un responsable qui sait s'impliquer et motiver ses employés.


Les avantages et les défis de mobiliser ses employés

lead_06_a02_bs_fr French 1 hour Une entreprise qui s'implique dépend du niveau d'implication de ses employés, mais tous les employés ne sont pas motivés par les mêmes raisons. Cependant, si les responsables sont bien informés et possèdent les bons outils, ils peuvent appliquer les stratégies appropriées susceptibles de créer un environnement motivant qui permette aux employés de s'impliquer davantage dans l'entreprise et d'exécuter leurs tâches de façon plus efficace et positive. Ce cours vous explique comment identifier les éléments qui motivent les employés et vous présente les outils que vous pouvez utiliser pour évaluer les niveaux de motivation. Vous verrez également comment inciter les employés à s'impliquer dans votre entreprise pour créer un environnement de travail qu'ils apprécient et vous découvrirez des stratégies qui vous permettront de devenir un responsable qui sait s'impliquer et motiver ses employés.

Mastering Recruitment

_SCORM12_EH_RMT English 1 hour Recruiting is an essential part of the business and one of Euler Hermes top priorities. Getting the right people in the right place helps to avoid the failure, high replacement costs, negative impact on low team morale and reputational damage. In 2014 Euler Hermes has built the Recruiting Center of Expertise with the same process and standards across the Group and has invested in developing the classroom trainings for HR and hiring managers. This Recruitment e-learning course continues investing in skills improvement of Hiring Managers and is designed for those who have occasional recruitments during the year.


7.11 Customer Centricity

Identifying and Managing Customer Expectations - NEW (EN/DE/FR versions)

cust_10_a01_bs_enus English 1 hour Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

Kundenerwartungen identifizieren und erfüllen (DE)

cust_10_a01_bs_de German 1 hour Es ist für die Umsetzung eines erfolgreichen und kundenorientierten Serviceansatzes äußerst wichtig, die Erwartungen und das Verhalten Ihrer Kunden zu verstehen. Aber wie genau bringen Sie in Erfahrung, was Ihre Kunden wirklich schätzen? Dieser Kurs untersucht, was Kunden aus der Serviceperspektive schätzen und wie ihre Bedürfnisse und Erwartungen identifiziert werden. Dabei wird auch erörtert, wie Sie Customer-Relationship-Management-Tools einsetzen können, die Ihnen helfen, Kundenerwartungen zu identifizieren und zu steuern, um so einen Wettbewerbsvorteil zu erreichen.

Identification et gestion des attentes des clients (FR)

cust_10_a01_bs_fr French 1 hour Il est essentiel de comprendre les attentes et les comportements de vos clients pour mettre en place une politique de service adaptée à leur demande, mais comment savoir ce qu'ils veulent vraiment ? Ce cours vous aidera à comprendre ce que recherchent les clients en termes de services et à identifier leurs besoins et leurs attentes, et comment utiliser les outils de gestion de la relation client pour maintenir votre avantage concurrentiel.

Creating and Sustaining a Customer-focused Organization - NEW (EN/DE/FR versions)

cust_10_a02_bs_enus English 1 hour To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.


Ein kundenorientiertes Unternehmen aufbauen und erhalten (DE)

cust_10_a02_bs_de German 1 hour Sie benötigen ein umfassendes Verständnis der verfügbaren kundenorientierten Werkzeuge und Lösungen, um ein kundenorientiertes Unternehmen zu schaffen. Außerdem müssen Sie sich über den Grad der Kundenorientierung im Klaren sein, den Sie erreichen möchten. Als Führungskraft sollten Sie auch wissen, wie Sie bei der Umsetzung die Strategie wählen, die den Möglichkeiten und Zielen Ihres Unternehmens am besten entgegenkommt. Dies hilft Ihnen, stärkere, wertvollere und dauerhaftere Beziehungen und Erfahrungen für Ihre Kunden zu schaffen. Dieser Kurs bietet eine Anleitung, wie Sie an erfolgreiche kundenorientierte Servicestrategien herangehen,diese umsetzen und erhalten, um den Wettbewerbsvorteil Ihres Unternehmens zu erhöhen.

Créer et maintenir une entreprise orientée vers le client (FR)

cust_10_a02_bs_fr French 1 hour Pour créer une entreprise orientée vers le client, vous devez comprendre en détail les types d'outils et de solutions orientés vers le client qui sont à votre disposition. Et vous devez évaluer le niveau d'attention au client que vous souhaitez obtenir. En tant que chef d'équipe, vous devez aussi savoir comment sélectionner la stratégie de mise en œuvre la plus apte à faire correspondre les capacités de votre entreprise avec ses objectifs. Cela vous aidera à offrir des relations et des expériences plus fortes, plus utiles et plus durables à vos clients. Ce cours vous offre des conseils sur l'approche, la mise en œuvre et le maintien de stratégies d'attention au client afin d'augmenter la compétitivité de votre entreprise.

Customer-focused Interaction - NEW (EN/DE/FR versions)

cust_10_a03_bs_enus English 1 hour Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.


Kundenorientierte Interaktion (DE)

cust_10_a03_bs_de German 1 hour Positive Interaktionen mit Ihren Kunden stellen die wohl effektivste Möglichkeit dar, um einen hervorragenden Kundenservice sicherzustellen. Mit der Zeit haben sich die Erwartungen der Kunden weiterentwickelt und das gleiche gilt für die Kundenservicestrategien. Viele Unternehmen verbessern ihre Kundenbeziehungen und den Grad der Kundenzufriedenheit, indem sie über die traditionellen Methoden für Kundenfeedback hinausgehen, wie z. B. Kundenzufriedenheitsumfragen. Stattdessen streben diese Unternehmen durch verschiedene Technologien Echtzeitkonversationen mit ihren Kunden an, wie z. B. durch Social Media und drahtloses Internet. Außerdem integrieren sie Customer Relationship Management (CRM) mit Wissensmanagement, um ihre bestehenden Bemühungen zu fördern und zu verstärken. Dieser Kurs bietet Einblicke in die Rollen von Social Media und mobilen Technologien bei der Förderung kundenorientierter Servicekulturen. Weiterhin wird beleuchtet, wie diese Technologien direkte und positive Auswirkungen auf den Umfang des Kundenservice eines Unternehmens haben können, was sich im Endeffekt auch auf seine Wettbewerbsposition auswirkt.

Interaction orientée vers le client (FR)

cust_10_a03_bs_fr French 1 hour Une interaction positive avec ses clients demeure une des façons les plus efficaces d'assurer l'excellence du service clientèle. Néanmoins, les attentes de la clientèle ont évolué au cours des années, tout comme les stratégies de service clientèle. De nombreuses entreprises améliorent la relation client et le taux de satisfaction en allant au-delà des méthodes traditionnelles de retour d’information, telles que l'enquête de satisfaction. Ces entreprises entrent en contact en temps réel avec leurs clients grâce à des technologies variées, notamment les médias sociaux ou l'internet sans fil. De plus, elles intègrent la gestion de la relation client (GRC) et la gestion des connaissances (KM), afin de soutenir et de stimuler encore davantage les efforts déployés. Ce cours propose de mieux connaître le rôle de soutien que peuvent avoir les médias sociaux et les technologies mobiles dans l'environnement du service clientèle orienté vers le client. Il étudie également comment ces technologies peuvent avoir un impact direct et positif sur les taux de service clientèle d'une entreprise, et, en fin de compte, sur sa position concurrentielle.

Listening to Your Customers - NEW (EN/FR/DE versions)

_pc_bi_spbi002 English 6 mins The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.

Dem Kunden zuhören (DE)

_pc_bi_spbi002_de German 6 mins Der Schlüssel zur erfolgreichen Kommunikation liegt in der Schulung der Fähigkeit, zuzuhören. In diesem Kurs werden das Prinzip des aktiven Zuhörens und der entscheidende Unterschied zwischen Hören und Verstehen vorgestellt.


Être à l'écoute de ses clients (FR)

_pc_bi_spbi002_fr French 6 mins Une communication efficace réside dans une bonne écoute. Ce Business Impact étudie le concept d'écoute active et la différence essentielle qui existe entre entendre et comprendre.

Creating a Customer-focused Organization - NEW (EN/DE/FR versions)

_pc_ch_lach020 English 15 mins This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.

Ein kundenorientiertes Unternehmen schaffen (DE)

_pc_ch_lach020_de German 12 mins In diesem Kurs werden Strategien vorgestellt, wie Unternehmen ihre Kundenorientierung in Bezug auf interne und externe Kunden verbessern können.

Créer une organisation centrée sur le client (FR)

_pc_ch_lach020_fr French 12 mins Cet exercice de la série Challenge étudie de quelles manières les entreprises peuvent servir leurs clients, à la fois internes et externes.

Developing Your Customer Focus - NEW

_pc_ch_pach009 English 15 mins Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.


Customer-driven Process Improvement: Basic Framework - NEW

oper_22_a01_bs_enus English 1 hour Letting customer needs drive your process improvement efforts can increase the chances that your product or service will be favored by customers – the most important stakeholders in your business. Customer satisfaction is critical to the survival of any business. And organizations that focus on improving processes so that they can produce what customers want and need are likely to be more successful than those that don't. Customer feedback, whether direct or indirect, gives an organization an opportunity to analyze its operations and processes to find ways to satisfy customers better and to develop a competitive advantage. This course describes these and other benefits and outlines a six-step framework for customer-focused improvement activities, which include identifying customer needs, translating those needs into process requirements, and implementing and sustaining improvements. This course also describes ways an organization can prepare to be successful at carrying out these activities by, for example, continually cultivating a mind-set that recognizes the importance of the customer.

Customer-driven Process Improvement: Identifying Customer Needs - NEW

oper_22_a02_bs_enus English 1 hour Rapid change and intense competition mean that organizations have to establish and maintain a clear, consistent understanding of their customers' requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It explains how to define your customers in a way that focuses on which customer voices matter the most as an input to a process improvement initiative. It also describes how to gather high quality information about customers by using tools such as surveys, focus groups, and interviews. And it explains how to analyze customer data effectively using the Kano model.

Customer-driven Process Improvement: From Customer Needs to Process Requirements - NEW

oper_22_a03_bs_enus English 1 hour Analyzing and understanding voice of the customer data is an important first step in managing customer-driven process improvement. This data reveals important information about customers' needs, perceptions, and attitudes. But what do you do with the insights you gain from it? Translating the voice of the customer into measurable process requirements is the next step. It means taking those initial insights and digging deeper so that you can turn customer needs into process goals. This course shows you how to do this. It describes what critical to quality (CTQ) customer requirements are and how to use CTQ analysis to express customer requirements as meaningful, measurable, and actionable process characteristics. It then outlines the steps for doing a quality function deployment analysis, which helps you translate the voice of customer data into internal specifications for products and processes.


Customer-Driven Process Improvement: Mapping and Measuring Processes - NEW

oper_22_a04_bs_enus English 1 hour Mapping and measuring your current processes, especially those that are most critical to customers, are important steps in improving them. Mapping a process helps you visualize it - enhancing your understanding of the variables that make it work. The map you create can then be used to measure different parts of the process, assessing their efficiency. This course describes the tools you need to map and measure processes effectively. It demonstrates how to create a process map and outlines steps for measuring your current processes.

Customer-driven Process Improvement: Analyzing Process Problems - NEW

oper_22_a05_bs_enus English 1 hour One of the stages in customer-driven process improvement is identifying problem areas in current processes. It's vital to find out why something has gone wrong in a process, especially if it affects the organization's ability to meet customers' requirements. By identifying problems and unearthing their causes, you can pinpoint the changes necessary for resolving the problem and improving the process. This course describes how to identify process problems by doing a gap analysis. It also explains the importance of analyzing the causes of process problems. And it shows how to use a cause-and-effect diagram, as well as the 5 Whys tool, to do this type of analysis. Finally, it outlines how to validate the causes you identify.

Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions - NEW

oper_22_a06_bs_enus English 1 hour After investigating current processes, it's time to find improvement solutions. You need to ask what actions or ideas will help address the root cause of any problems uncovered. Which of these ideas make up workable potential solutions? Which solution will most likely fix the issue with the least cost and disruption? How do you test a chosen solution to ensure its effectiveness? This course addresses such questions. It outlines ways to generate ideas for improving a process. It explains how to refine those ideas and select the best idea by using a solution matrix. It also describes how to calculate the risk of your given solution by using failure modes and effects analysis.

Customer-driven Process Improvement: Implementing and Maintaining Improvements - NEW

oper_22_a07_bs_enus English 1 hour The final stage in customer-driven process improvement is implementing the changes that will enable a process to deliver what customers need. After determining customer requirements, measuring and analyzing current processes, and determining process problems and potential solutions, it's now time to take action. The energy that often accompanies this stage can make the planning, piloting, and troubleshooting of the implementation easier. This course describes how to channel that energy to create a well-thought-out implementation plan. It outlines actions that help make the implementation run smoothly and describes techniques for maintaining process improvements over a longer period of time.


7.12 IT End User

7.12.1 Office 2010 Updates

The New Office 2010 Interface, Word 2010, and Excel 2010 (EN/DE/FR versions)

mo_nfum_a01_dt_enus English 1 hour Within the two Microsoft Office Suite releases available since Office 2003, Microsoft has implemented a number of functionality and interface changes and introduced several new features. The overall Office interface has been changed substantially with the introduction of the Ribbon in Microsoft Office 2007, and collaboration and anywhere access to Office files is a major theme in the Microsoft Office 2010 release. This course examines the new features and enhancements of Microsoft Office 2010, focusing on the perspective of Microsoft Office 2003 users who are migrating to Microsoft Office 2010. It outlines the significant interface changes that apply to all Office applications, including the Ribbon and the Office Backstage view, and it covers significant new features and enhancements in Word and Excel 2010. These features include Live Preview Paste, Open file format, and the Protected view available for Office 2010 documents, and features such as enhanced graphics support, Quick Styles and document comparison tools in Word, Sparklines, Slicers, and Pivot Table enhancements in Excel. The course also introduces the new web versions of Word and Excel - Word Web App and Excel Web App.

Word 2010, Excel 2010 und die neue Benutzeroberfläche von Office 2010 (DE)

mo_nfum_a01_dt_de German 1 hour In den beiden Versionen der Microsoft Office-Suite, die als Nachfolger von Office 2003 erhältlich sind, hat Microsoft eine Reihe von Änderungen an der Funktionalität und der Benutzeroberfläche vorgenommen und verschiedene neue Funktionen eingeführt. Die gesamte Benutzeroberfläche von Office wurde durch die Einführung des Menübandes in Microsoft Office 2007 erheblich verändert. Die Zusammenarbeit mit anderen Benutzern und der Zugriff von einem beliebigen Standort auf Office-Dateien sind Schwerpunkte in der Version Microsoft Office 2010. |n |n Dieser Kurs befasst sich mit den neuen Funktionen und Verbesserungen von Microsoft Office 2010 und richtet sich in erster Linie an Benutzer von Microsoft Office 2003, die zu Microsoft Office 2010 wechseln möchten. Er behandelt die erheblichen Änderungen an der Benutzeroberfläche, die für alle Office-Anwendungen gelten, wie etwa das Menüband und die Backstage-Ansicht, und stellt wichtige neue Funktionen und Verbesserungen in Word und Excel 2010 vor. Zu diesen Funktionen gehören Einfügen mit Livevorschau, Open XML-Format und die geschützte Ansicht, die für Dokumente in Office 2010 zur Verfügung stehen, wie auch eine verbesserte Grafikunterstützung, Schnellformatvorlagen und Werkzeuge für den Dokumentvergleich in Word sowie Sparklines, Datenschnitte und verbesserte Pivottabellen in Excel. Ferner stellt der Kurs die neuen Webversionen von Word und Excel vor: Word Web App und Excel Web App.


Word et Excel 2010 et la nouvelle interface d'Office 2010 (FR)

mo_nfum_a01_dt_fr French 1 hour Depuis Office 2003, Microsoft a apporté plusieurs modifications à l'interface et introduit de nouvelles fonctionnalités dans ses deux autres suites. L'introduction du Ruban dans Microsoft Office 2007 a considérablement modifié l'interface globale d'Office. La collaboration et l'accès aux fichiers Office en tout lieu constituent quant à eux les thèmes principaux de Microsoft Office 2010. Ce cours explore les nouvelles fonctionnalités et améliorations apportées à Microsoft Office 2010 et concerne plus particulièrement les utilisateurs de Microsoft Office 2003 qui passent à la version 2010. Il présente les modifications importantes de l'interface qui concernent toutes les applications Office (notamment le Ruban et le mode Office Backstage) et aborde les nouveautés et les mises à jour importantes de Word et Excel 2010. Notamment les fonctionnalités comme Coller avec l'aperçu instantané, le format de fichier ouvert et le mode protégé disponibles pour les documents d'Office 2010, ainsi que la prise en charge améliorée des graphiques, les styles rapides et les outils de comparaison de documents de Word, les graphiques sparkline, les segments et enfin les améliorations du tableau croisé dynamique dans Excel. Ce cours présente également les nouvelles versions Web de Word et Excel : Word Web App et Excel Web App.

Neue Funktionen in PowerPoint 2010, Publisher 2010 und Access 2010 (DE/FR versions)

mo_nfum_a03_dt_de German 1 hour Seit der Veröffentlichung der Microsoft Office 2003 Suite wurden in PowerPoint, Publisher und Access wesentliche Änderungen, sowohl an der Benutzeroberfläche als auch am Umfang der verfügbaren Funktionen, vorgenommen. Die Fluent-Benutzeroberfläche (Fluent User Interface, UI), die jetzt in allen Produkten von Office 2010 verfügbar ist, sorgt für ein einheitliches Erscheinungsbild aller Anwendungen. PowerPoint 2010 zielt darauf ab, die Erstellung von Präsentationen einfacher und die Präsentationen selbst visuell eindrucksvoller zu gestalten. Bei Publisher wurden ähnliche Änderungen vorgenommen, die die Erstellung von qualitativ hochwertigen Publikationen verbessern. Access 2010 vereinfacht die Datenbankerstellung, macht Daten von jedem beliebigen Ort aus zugänglich und bietet verbesserte Navigationssteuerelemente, um auf Daten zuzugreifen. |n |n Dieser Kurs behandelt die neuen Funktionen von PowerPoint 2010, Publisher 2010 und Access 2010, einschließlich der Änderungen an der Benutzeroberfläche und der entscheidenden funktionalen Verbesserungen und Erweiterungen.

Nouvelles fonctionnalités de PowerPoint, Publisher et Access dans Office 2010 (FR)

mo_nfum_a03_dt_fr French 1 hour Depuis le lancement de la suite bureautique Microsoft Office 2003, PowerPoint, Publisher et Access ont tous fait l'objet d'importantes modifications, tant au niveau de l'interface que des fonctionnalités disponibles. L'interface utilisateur Fluent (IU), désormais disponible dans tous les produits Office 2010, donne une apparence homogène à toutes les applications. PowerPoint 2010 tend à rendre la création de présentations plus efficace et les présentations elles-mêmes sont plus impressionnantes visuellement. Publisher a subi des modifications similaires, avec un renforcement de la création de publications de grande qualité.


7.12.2 Outlook

Outlook 2010 and Collaboration in Office 2010 (EN/DE/FR versions)

mo_nfum_a02_dt_enus English 1 hour The new and enhanced collaboration features of Office 2010 enable users to work in unison to create content, regardless of their location. Enhancements to many of the Office products enable users to work more efficiently, using a combination of their local computer, a browser, a mobile phone or other Web-enabled device, and a phone integrated with Microsoft Office Communications Server. This course explores the new features of Outlook 2010, including changes to the interface, the introduction of the Conversation view and QuickSteps, as well as Outlook Social Connector. It also explores new features and enhancements to OneNote 2010, including linked notes, improved integration with other Office products, and enhanced collaboration features. The new features and enhancements of SharePoint Workspace 2010, formerly known as Groove, are also discussed. The course also introduces Office Web Apps, which are online extensions of Word, PowerPoint, Excel, and OneNote that allow you to view and edit files stored in Windows Live SkyDrive, on your organization’s SharePoint implementation, or on SharePoint Online. The Office Web Apps can also be used to create documents, presentations, workbooks, and notebooks within a browser. Finally the course introduces Office Mobile, which allows you to use your phone to access several of the Office applications, and to access and edit documents, presentations, and workbooks.

Outlook 2010 und Zusammenarbeit in Office 2010 (DE)

mo_nfum_a02_dt_de German 1 hour Durch die neuen und verbesserten Teamarbeitsfunktionen von Office 2010 können Benutzer gemeinsam Inhalte unabhängig von ihrem jeweiligen Standort erstellen. Durch die Verbesserungen an einer Großzahl der Office-Produkte können die Benutzer einfacher damit arbeiten. Dazu verwenden sie ihren lokalen Computer, eine Browser, ein Mobiltelefon oder ein anderes internetfähiges Gerät und ein mit Microsoft Office Communications Server integriertes Telefon. Dieser Kurs beleuchtet die neue Funktionen von Outlook 2010, darunter auch die Änderungen der Benutzeroberfläche, die Einführung der Unterhaltungsansicht und QuickSteps, sowie den Outlook Connector für soziale Netzwerke kurz OCS (Outlook Social Connector). Er geht auch auf die neuen Funktionen und Verbesserungen von OneNote 2010 ein, einschließlich verknüpfter Notizen, die verbesserte Integration mit anderen Office-Produkten sowie die verbesserten Funktionen zur Teamarbeit. Ebenfalls erläutert werden die neuen Funktionen und Verbesserungen von SharePoint Workspace 2010, das bisher unter der Bezeichnung Groove bekannt war. Der Kurs geht auch auf Office Web Apps ein, bei denen es sich um Onlineerweiterungen von Word, PowerPoint, Excel und OneNote handelt, mit denen Sie Dateien anzeigen und bearbeiten können, die in Windows Live SkyDrive, unter der SharePoint-Implementierung Ihres Unternehmens oder unter SharePoint Online gespeichert sind. Mit den Office Web Apps können auch Dokumente, Präsentationen, Arbeitsmappen und Notizbücher in einem Browser erstellt werden. Als Abschluss führt der Kurs Office Mobile ein, mit dem Sie über Ihr Telefon auf verschiedene Office-Anwendungen zugreifen können, um Dokumente, Präsentationen und Arbeitsmappen aufzurufen und sie zu bearbeiten.


Outlook 2010 et la collaboration dans Office 2010 (FR)

mo_nfum_a02_dt_fr French 1 hour Les nouvelles fonctionnalités et améliorations en matière de collaboration d'Office 2010 permettent aux utilisateurs de travailler ensemble à la création de contenu, quelle que soit leur localisation géographique. Les améliorations apportées à la plupart des produits Office leur permettent de travailler plus efficacement à l'aide d'un ordinateur personnel, d'un navigateur, d'un téléphone mobile ou autre appareil permettant de se connecter au Web, ainsi que d'un téléphone doté de Microsoft Office Communications Server. Ce cours explore les nouvelles fonctionnalités d'Outlook 2010, notamment les modifications apportées à l'interface, l'introduction du mode Conversation et des Actions rapides, ainsi qu'Outlook Social Connector. Il décrit également les nouvelles fonctionnalités et améliorations de OneNote 2010, notamment les notes liées, l'intégration améliorée avec les autres produits Office et les fonctionnalités de collaboration améliorées. Ce cours présente également les nouvelles fonctionnalités et améliorations de SharePoint Workspace 2010, anciennement appelé Groove. Il traite aussi des Office Web Apps, qui sont des extensions en ligne de Word, PowerPoint, Excel et OneNote grâce auxquelles vous pouvez afficher et éditer des fichiers stockés dans Windows Live SkyDrive, dans les applications SharePoint de votre organisation ou dans SharePoint Online. Les Office Web Apps permettent aussi de créer des documents, des présentations, des classeurs et des blocs-notes dans un navigateur. Ce cours présente enfin Office Mobile, qui vous permet non seulement d'utiliser votre téléphone pour accéder à plusieurs applications Office, mais aussi d'afficher et de modifier des documents, des présentations et des classeurs.


7.13 Work Well

Allianz Work Well Reducing Stress - NEW

_SCORM12_EH_WW1 English 25 minutes This eLearning is designed to learn about the basics of stress in order to improve the way we cope with stress as individuals but especially as an organization. Supervisors in addition can learn how to adapt their leadership behaviour to prevent and help employees experiencing stress. The training is relevant for employees as well and takes about 25 minutes to complete.

Documents

Euler Hermes Academy - Knowledgepool...Version 1 December 2016 2 Strategic Management ..... 28 3. Culture