Determining Caller Needs I
Listening skills are a key component to providing superior customer service.  This course identifies and details six core steps to becoming a more effective listener.

Determining Caller Needs II
Effective questioning skills are a critical component to providing superior customer service.  This course identifies and details six essential questioning skills along with how and when to implement them.

Effective Business Communication: 1 The Planning Worksheet
After taking this course, the learner will be able to use a Planning Worksheet to analyze the needs and restrictions of a writing task.

Effective Business Communication: 2 Writing Skills
This course will help you improve your business writing skills by choosing appropriate words, building effective sentences, and identifying and correcting common sentence faults.

Effective Business Communication: 3 Patterns of Development
After taking this course, you will be able to organize business writing into specific patterns, depending on the type of information you want to communicate.

Effective Business Communication: 4 Letters

The course discusses standard letter parts and letter formats. This course talks about planning a correspondence, and the words, sentences, and paragraphs used when creating an effective letter. It also discusses the block and modified letter formats and how they differ. Finally, this course presents how to write letters that convey neutral or positive news, as well as how to write negative news letters with tact and courtesy.

Effective Business Communication: 5 Memos, E-Mail and Other Communications
This course discusses memos, proposals, press releases, e-mails, and faxes.

Effective Business Communication: 6 Reports
After taking this course, you will be familiar with the general characteristics and acceptable formats of formal, informational, analytical, and persuasive reports.

Effective Business Communication: 7 Documentation
In this course, you will learn how to write clear, concise documentation. You will be able to effectively plan your documentation project and decide what information to include. This course also discusses the proper parts of a document, the editing process, and the preparation of your document for production and distribution.