E-Learning Substitutions for EOD Courses

Class Title

E-Learning Substitution

Certification

Hours

Balancing Life and Career: What Gives*

Optimizing Your Work/Life Balance: Maintaining Your Life Balance

Communication

1

Behavioral Interviewing

Essentials of Interviewing and Hiring: Behavioral Interview Techniques

Leading at UT

1

Building a Team: Teambuilding at its Best

Team Conflict: The Seeds of Dissent

Leading at UT

3.5

Building Conflict Management Skills

Workplace Conflict: Recognizing and Responding to Conflict

Leading at UT

1

Business Communications for Every Day*

Communicating with Professionalism and Etiquette

Communication

1

Business Etiquette: More Than Just Good Manners*

Using Business Etiquette to Build Professional Relationships

Communication

1

Career Development for Your Staff

Management Essentials: Developing Your Direct Reports

Leading at UT

1

Communicate Like You Mean It: Developing Assertiveness

Interpersonal Communication: Communicating Assertively

Communication

1

Communicating with Credibility and Diplomacy*

Strategies for Communicating with Tact and Diplomacy

Communication

1

Communication Skills for Supervisors

Becoming a Manager: Leading and Communicating 

Introduction to Supervision

4

Conquering Workplace Negativity

Creating a Positive Attitude

Introduction to Supervision

2

Creating a Respectful Workplace

Team and Customer Relationships

Introduction to Supervision

3

Customer Service Skills for Supervisors

Leading a Customer-Focused Team

Introduction to Supervision

4

Dealing with Change

Preparing for Organizational Change

Introduction to Supervision

1

Decision-Making Skills

Decision Making: The Fundamentals

Introduction to Supervision

1

Delegation Skills

Managing Delegation

Introduction to Supervision

3

Effective Presentation Skills

Presenting Successfully

Communication

3

Delivering Effective Recognition*

Reviewing and Rewarding Performance

Leading at UT

1

Email Etiquette: Strategies for Effective Communication*

Optimizing E-mail at Work

Communication

2

Emotional Intelligence*

What is Emotional Intelligence?

Leading at UT

1

Enhancing Customer Service with Technology

Support Center Tools, Technologies, and Metrics

Customer Service

3

Ethical Challenges in the Workplace

Understanding Organizational Ethics

Leading at UT

3

Every Customer is an Opportunity: Approaching Difficult Customers

Conflict, Stress, and Time Management

Customer Service

3.5

Fostering Relationships: The Many Faces of Customer Service

Customer Interactions

Customer Service

3.5

Fundamentals of Outstanding Customer Service

Customer Service Fundamentals: Building Rapport in Customer Relationships

Customer Service

1

Giving & Receiving Feedback*

Giving Feedback

Communication

1

Introduction to Supervision

Taking on a Management Role

Introduction to Supervision

3.5

Keeping Good Customer Relations: The ROYAL Treatment

The Customer Service Representative

Customer Service

3.5

Leading Change

Managing Change: Dealing with Resistance to Change

Leading at UT

1

Listening Skills

Listening Essentials: The Basics of Listening

Introduction to Supervision

1

Making Meetings Work

Facilitating Meetings and Work Groups

Communication

4.5

Managing Across Generations

Cross-Generational Workers in the 21st Century

Introduction to Supervision

5

Meeting People: A Guide to Effective Networking*

Managing Your Career: Professional Networking Essentials

Communication

1

Mentoring for Managers*

Essential Mentoring Techniques: Mentoring Fundamentals

Leading at UT

1

Motivation and Retention of Employees*

Leadership Essentials: Motivating Employees

Leading at UT

1

Organizational Culture

Organizational Behavior: Dynamics of a Positive Organizational Culture

Leading at UT

1

Preventing Sexual Harassment

Employee Sexual Harassment Awareness

Leading at UT

1

Project Management

Project Management Fundamentals

Leading at UT

2.5

Projecting a Positive Image: Customer Service for the Frontline

Professional Skills for Customer Service Agents

Customer Service

4.5

Punctuation Basics

Business Writing: How to Write Clearly and Concisely

Communication

1

Rebounding from Challenging Customer Service Situations

Managing Challenges in Customer Service

Customer Service

5

Recruitment Practices

What to Consider when Hiring

Leading at UT

2

Satisfaction Guaranteed: Implementing Customer Feedback

Using Surveys to Measure Customer Satisfaction

Customer Service

3

Setting Top Quality Customer Service Standards

Customer Service Processes and Procedures

Customer Service

3

Succession Planning*

Initiating Succession Planning

Leading at UT

1

Supervising a Diverse Work Environment

Management Essentials: Managing a Diverse Team

Leading at UT

1

Time Management

Time Management: Planning and Prioritizing Your Time

Introduction to Supervision

1

UT Search Procedures

Affirmative Action and the EEO

Leading at UT

2.5

Working Effectively With Difficult People

Working with Difficult People: Identifying Difficult People

Communication

1

Writing Effectively

Business Grammar Basics (This e-learning substitution consists of six, 1-hour courses):

1. Business Grammar: Parts of Speech
2. Business Grammar: Working with Words
3. Business Grammar: The Mechanics of Writing
4. Business Grammar: Punctuation
5. Business Grammar: Sentence Construction
6. Business Grammar: Common Usage Errors

You must complete all six e-learning courses to substitute the EOD course, "Writing Effectively."

Communication

 6

Your Forgotten Customers: Internal Customer Service

Excellence in Internal Customer Service

Customer Service

5