Employee Learning Moment

Enhancing Your Customer Service Skills

What do you do when faced with a customer who’s fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this short 1:26 video, Myra Golden shares an introduction to various approaches that can help you reframe such conversations and use your words and actions in positioning skills to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Yoga Zombie Arms

Conditions like tennis elbow and carpal tunnel can be a result of repetitive and long-term mouse and keyboard use. This 3-min video clip will guide you through some exercises that help prevent the common pains that plague people who work at desks and computers. Happier wrists and hands are the immediate result.

If you liked these exercises and would like to learn more Yoga moves, consider joining fellow Algonquin Employees and Learners for Monday Lunchtime Yoga (in person or via zoom). Presented by Algonquin’s Health Services and Spiritual Centre.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Convert a Word or PDF form or Quiz to Microsoft Forms

Did you know? You can import and convert your existing Word or PDF surveys or quizzes, on your local hard drive, directly into Microsoft Forms. You can also review and edit the form or quiz in Microsoft Forms before you send it out!

Go to the Microsoft Support page to learn more.

New to Microsoft Forms? Check out the Microsoft Forms Essential Training offered through LinkedIn Learning.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Embracing Unexpected Change-Creating Perspective

When we’re caught off guard by a job loss or the crumbling of a personal relationship, it can be tough to move forward. But while we can’t avoid these kinds of unexpected changes, we can control how we deal with them. In this short course, Dr. Todd Dewett explains how you can harness the power of change for your benefit and the benefit of those around you.

Learn how to put change in the proper context, create the right perspective , and ultimately become more resilient.

This 3:14 min video clip will jump right to how to create perspective when dealing with unexpected change. But if you have the time, consider watching the full 14:14 minute course on Embracing Unexpected Change.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Inclusive Leadership for Inclusive Work Environments

In this introductory 2:04 min video clip, you will be introduced to leadership through the lens of inclusion, innovation and creativity to produce higher performance, increase employee engagement, fuel innovation and creativity, increase retention, and positively impact the customer service experience. Global workforce management expert Dr. Shirley Davis walks us through the benefits of inclusive leadership including the positive impacts it can have on employee engagement, innovation, and creativity while leveraging the diverse talents of all organizational contributors. You are encouraged to engage in the insightful video series (total 1 hour of short video recordings) to : explore the importance and impact of Inclusive Leadership; to review the Inclusive Leadership Model (The 6 C’s and Competencies): and best practices for inclusive organizations.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

What is Cognitive Flexibility and how can it Help me?

Cognitive Flexibility is the ability to switch gears quickly and efficiently. We can increase our resiliency and creativity through adaptability, innovation, and self-observation. Beginning to identify patterns that we can recognize will give us the tools to adjust more quickly for a more effective solution.

Watch this 3:36 min video clip to help you identify patterns and adjust more quickly to find a more effective solution, a critical aspect to our mental and physical health.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Collaborative Tools: Microsoft Whiteboard in Teams

Looking for a tool to help improve the effectiveness of your brainstorming sessions?

With key goals and approaches in mind, there are a variety of digital brainstorming tools for in-person, virtual and hybrid sessions. Watch this 4:24 min video clip to learn more about the digital whiteboard brainstorming tool in Microsoft Teams.

Hint: This is just one of a series of 15 short video recordings that explore different brainstorming tools. You might want to check them all out!

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.

Your Next Superpower: Get More Done in Less Time!

Do you have a hard time focusing and getting through your to-do list without losing time to distractions? You’re not alone. Check out this 1:58 min video clip to help you realize your ultimate superpower! No, we won’t tell you, you have to watch!

Hint: Don’t stop at this video, there is more helpful advice through the larger course “Get More Done in Less Time”.

Have questions? Suggestions for employee learning? Contact the Centre for Organizational Learning.