E-Learning Substitutions for EOD Courses

The courses on this chart are approved substitutions to some of our certification classes.  Only the courses listed on this chart are accepted for course substitution.

Instructions

  1. Use the left-hand column to locate the title of the EOD class.
  2. Once you've located the EOD class title, look at the column to the right of the title--this is the e-learning substitution title. 
  3. Look up the e-learning substitution title in the Search & Learn search box in SkillSoft!  You're there!

 

Class Title
E-Learning Substitution
Certification
Hours
Balancing Life and Career: What Gives
Optimizing Your Work/Life Balance: Maintaining Your Life Balance
Communication
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
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 101 (prerequisite)
Customer-focused Interaction
Customer Service
1
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
Email & Letter Writing: Tips for Written 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
Getting Results by Managing Conflict
Workplace Conflict: Recognizing and Responding to Conflict
Leading at UT
1
Giving & Receiving Feedback
Giving Feedback
Communication
1
Introduction to Communication (prerequisite)
Communication Skills
Communication
3.5
Introduction to Supervision (prerequisite)
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
Key Elements in Leading Diversity
Management Essentials: Managing a Diverse Team
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
Motivation and Retention of Employees
Leadership Essentials: Motivating Employees
Leading at UT
1
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
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: The Future of Your Department
Initiating Succession Planning
Leading at UT
1
Time Management
Time Management: Planning and Prioritizing Your Time
Introduction to Supervision
1
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

To enroll in one of these classes for certification, please check out the instructions for registering and enrolling in e-learning courses

 

For help with technical issues, please call the SkillSoft Customer Support team at 1-866-754-5435.

For help help with registration, course substitutions, or general questions, call or email Johanna Owenby at (865) 974-4430.

 

Contact Information

Employee & Organizational Development
220 Conference Center Bldg.
Knoxville TN 37996
Phone: (865) 974-6657
Fax: (865) 974-9715