Competences: Passport Agent/Post Office Worker Competencies

Do you need to increase your typing and keyboarding skills? Knowing how to type fast and accurately can save you hours of valuable work time, increasing your productivity. Why not try this self-paced online course? You'll have plenty of practice exercises, some great methods to improve your skills and no stress.

"Basic Research Skills" teaches you how to determine what you need to know when you need to know it. With all of the information readily available today, it's difficult to deciper good information from bad information. Instead of turning to an Internet search engine for all of your information, there are other sources that can help you learn what you need to learn – quickly and accurately. This course will cover library use, the Dewey Decimal System, dictionary use, thesaurus use, encyclopedias, Internet search engines, Internet news resources, Internet publications, journals, and bibliographies.

Conflict - in a business setting - is expensive, counter-productive, time consuming, and labor intensive. In this e-course we will look at workplace conflict and explore ways that you can help to resolve it. Conflict can arise over the slightest thing in a business setting and can escalate into a major confrontation between several factions. Although nations, businesses, churches, and families all participate (and succumb) to conflict, we will primarily focus on the conflict that can occur between parties in a business setting. Specifically, we will be looking at conflict that happens within a company.

Dealing with a difficult or toxic personality can be damaging both emotionally and physically, particularly if the person is your boss or sitting in the cubicle right next to you. Confronting those who compromise your comfort and job security can be very difficult for many people, but standing up for yourself is essential in the workplace.

This course on crisis management offers students the basics in identifying, preventing, and controlling crisis situations. Crisis management basics, from preparation to training and compliance are discussed, as are various stages of a crisis, and the need to establish a crisis management team. Clearly identifying the roles and functions of each crisis management team member is essential for the ultimate success of contingency planning, which is also discussed.

We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year. There are times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted. We should not – giving top quality Customer Service is an art form. Customers love and cherish companies that treat them the way they (the customer) want to be treated. People are now prepared to pay more for good service. So the providers of the good service – YOU – are gems beyond price these days.

Good customer service is not about satisfying the customer, it is about "wowing" the customer! It's about making the customer walk in, do business, and walk out again absolutely stunned that their transaction was so enjoyable. Customer service is a crucial buzzword in the corporate world today. Just about every company seems to understand just how important customer service is and many have started to find ways to improve and measure customer service. In this course we are going to look at what customer service is and isn't and identify how you can understand and provide good customer service.

Communication influences all factors of your life. From daily interactions with strangers on the street to the way you present yourself in the board room, the way you communicate is a reflection of who you are and the way you establish relationships with those around you.

Did you know that there is a difference in hearing and listening? There is! Have you ever been told that you just don't listen? Most people have at some point in their life, so you probably have experienced it as well. But the problem is that good listening skills are not something we are born with. Nor are we taught it in school. They are habits that we create, starting in our childhood, that are carried with us throughout our adulthood. Your listening skill habits can impact every area of your life, including your personal relationships and your career. Being a good listener can earn you respect, appreciation and help you build stronger relationships in your social and business dealings.

Today's consumers have a variety of options for shopping, obtaining services and getting the help they need. They can use catalogs, the mail, the Internet and face-to-face contact, yet telephone customer service is still the first choice for most customers when they have questions or a problem that needs to be resolved. In order to ensure your customers or clients are happy with the customer service they receive, it's even more important for you to provide exceptional customer service, including outstanding telephone service. Consumers expect better service than ever before, and the limitations of telephone communications don't exempt you from offering them the satisfaction and resolution they demand.

Are you in the dark about how the Internet works? Do you wonder how in the world it is possible to communicate with someone on another continent in the blink of an eye? This straightforward course clearly and plainly lays out the basics of the Internet in a light and interesting way. It also offers valuable information about how to protect your computer, your family and yourself from the inevitable dangers that naturally arise in a system so open, and so very powerful.

The role of an Internet Specialist in today's business marketplace is in exceptionally high demand. The Internet is a global web of interconnected networks that contains an immense amount of information. It has transformed how businesses conduct commerce in a global economy, and it has dramatically affected how individuals communicate.

This all-in-one training course provides comprehensive instruction on four popular MS Office programs: MS Word 2010, MS Excel 2010, MS PowerPoint 2010 and MS Outlook 2010.

"Web 2.0" is a course that's designed for people who want to make sure they are ready for the next change in the Internet. While Web 1.0 started by giving people information they could easily access, Web 2.0 stepped in to help people engage.