Business Skills eLearning Course

Rapidly distribute industry-standard eLearning content

Ready2Work targets the skill gap of people entering the business world. It includes template courses for Orientation and Occupational Health and Safety, as well as a series of courses that are ready to run off the shelf including Change in the Workplace, Positive Workplace Environment, Privacy and Health Records, Records Awareness, Workplace Communications, Creative Problem Solving, Customer Service and Consulting, Internet as a Business Tool, Time and Stress Management and Your Personality at Work.

Aboriginal and Torres Strait Islander Cultural Appreciation

Aboriginal and Torres Strait Islander culture can claim to be the oldest continuous living culture on the planet. Researchers now believe that Indigenous Australians have lived on the mainland for over 60 000 years and on the Torres Strait islands for more than 10,000 years. This course takes you on a ‘journey of awareness’. Cultural awareness is a first step towards Aboriginal and Torres Strait Islander cultural competency, which refers to an ability to interact effectively with people of different cultures and socio-economic backgrounds.

Approximately 45 minutes of learning includes the following topics:

  • Acknowledgement of Country and Introduction
  • Aboriginal and Torres Strait Islander Peoples
  • Population
  • Self-Knowledge
  • Reconciliation Action Plan
  • National Reconciliation Week
  • Identity
  • Urbanisation
  • Aboriginal and Torres Strait Islander music
  • The Dreaming / Spirituality of Land and Sea / ‘The Coming of the Light’
  • Elders and Kinship
  • Aboriginal and Torres Strait Islander languages and flags
  • Acknowledgement of Country
  • Communication Cues / Asking Questions
  • History
  • Stolen Generations
  • Timeline of events
  • What is the cause of the Aboriginal and Torres Strait Islander health equality gap?
  • Closing the gap Employment factors affecting Aboriginal and Torres Strait Islander peoples
  • Barriers
  • Indigenous Career Trek
  • Prominent Aboriginal and Torres Strait Islander People
  • Cultural Events
  • NAIDOC

Change in the Workplace

If nothing else, change is constant. Continuous change will force you out of your comfort zone as it challenges your current control over outcomes. There will be uncomfortable adjustment periods that will be better handled by victors than victims and the choice of being one or the other is yours to make. In this course, we look at how the organisation and the individual can work together to embrace change.

In this course, we introduce the fundamentals of planning and coping with workplace change. Approximately 35 minutes of learning includes the following topics:

  • Organisational Change
  • Required Leadership Skills
  • Risk
  • Culture and Power
  • Planning and Evolution
  • Timescales
  • Change Roles and Change Principles
  • Change Skills
  • Influence and Negotiation Skills
  • Analytical, People, System and Business Skills
  • Change Management as Problem Solving
  • The Change Process Ending, Transition and Future State

In this course, we will investigate the Ending State, the Transition State and the Future State in the change transition process. Approximately 30 minutes of learning includes the following topics:

  • Managing Transition
  • External Analysis
  • Internal Analysis – factors for success
  • Internal Analysis – resource audit
  • Change Management Steps
  • Choosing the Target
  • Getting the Green Light
  • Planning the Change Strategy
  • Initiating Action
  • Unfreezing, Moving and Refreezing
  • Consolidating the Learning
  • Moving to the Next Cycle

Resistance to change is a natural human reaction. A clear understanding of the specific reasons for the resistance will help you to accept change yourself, as well as to support others. Approximately 30 minutes of learning includes the following topics:

  • Change and Culture
  • Observable Behaviours
  • Coping Cycle
  • Organisational Responses to Change
  • Managing Change
  • Democracy
  • Collaboration
  • Direction
  • Participation / Intervention
  • Coercion
  • Perceptions of the change program

Creative Problem Solving

Many successful people think from a very rational, positive viewpoint, and this is part of the reason that they are successful. Often, though, they may fail to look at problems from emotional, intuitive, creative or negative viewpoints. This can mean that they underestimate resistance to change, don’t make creative leaps, and fail to make essential contingency plans. Put simply, creative problem-solving is about escaping the standard patterns that control thinking so that people can discover options that they previously could not see.

In this course, we will focus on providing you with a basic framework for problem-solving and decision-making that you can apply in today’s workplace. Approximately 45 minutes of learning includes the following topics:

  • Problem Solving and Decision Making
  • Creativity in Problem Solving and Decision Making
  • Problem Solving
  • Identify the Problem
  • Who Should Be Involved?
  • Define and Evaluate the Alternatives
  • Making a Decision
  • Types of Decisions
  • Decision-Making Styles
  • Tips for Problem-Solving and Decision-Making
  • People and Time Considerations
  • Understanding Considerations
  • Information and Clarity Decisions
  • Situation Considerations
  • Conflict Prevention and Resolution
  • Alternative and Acceptance Considerations
  • Results and Benefits, Consistency Considerations
  • Decision Traps
  • Implementing the Solution
  • Measurement Techniques
  • Contingency Plan
  • Monitoring Results

Put simply, creative problem-solving is about escaping the standard patterns that control thinking so that you can discover options that you previously could not see. In this course, we will look at a variety of techniques that can help to generate creative ideas. Approximately 20 minutes of learning includes the following topics:

  • Creativity Phases
  • Creative Techniques
  • Random Input
  • Reversal
  • de Bono’s Thinking Hats
  • Mind-Mapping
  • Subconscious Processing

Customer Service and Consulting

Stakeholders and customers expect interpersonal skills and expertise, with professional, relevant and personalised service and support. In this course, we investigate the benefits of using a consultative approach when dealing with customers and colleagues, and we look at ways of effectively handling customer complaints.

In this course, we will investigate the benefits of using a consultative approach when dealing with customers and colleagues, and we will also look at ways of effectively handling customer complaints. Approximately 20 minutes of learning includes the following topics:

  • Perceptions
  • Solutions
  • Introduction to Handling Complaints
  • Handling Complaints
  • Customer Complaint Process
  • Identify and Acknowledge the Complaint
  • Investigate
  • Develop Solutions
  • Respond
  • Follow Up

This course will explore what you need to know and the sources that can help you to define and develop your expertise. Approximately 15 minutes of learning includes the following topics:

  • Developing Expertise
  • Knowledge
  • Knowing Your Industry
  • The Industries You Serve
  • Building a Network
  • Partnering with Customers

In this course, we will cover the basic communication skills required when dealing with customers and colleagues. Approximately 20 minutes of learning includes the following topics:

  • Listening Skills (Comparison, Mind-reading, Filtering, Judging, Debating and Placating)
  • Body Language
  • Active Listening
  • Improve Your Listening Skills
  • Questioning Skills
  • Building Trust
  • Telephone Skills
  • Voicemail
  • Answering the Phone

In this course, we will provide you with an introduction to the consultative service process. Using a systematic approach will help you to understand how to effectively use each phase of the service process to your advantage. Approximately 30 minutes of learning includes the following topics:

  • The Consultative Service Process
  • Initial Contact and Determining Need
  • Effective Customer Meetings
  • Writing Proposals
  • Negotiating and Closing
  • Follow-Up Finding and Qualifying Prospects
  • Determining Need

Managing Workplace Information

Managers have traditionally relied on a combination of office productivity, content, collaboration and portal tools. When information was needed, traditional knowledge workers would approach the subject matter expert (SME) and then interpret their findings within a specific context. In this course, we will investigate the vital nature of information in workplaces today, where the continual gathering, processing and diffusing of new information is vital to the instant decision-making processes that are crucial to organisations.

Approximately 30 minutes of learning includes the following topics:

  • Introduction
  • What is Information?
  • What is a Record?
  • Your responsibilities
  • Information Management
  • Reliable Information Exercise
  • Sourcing Information
  • Organising Information
  • Creating Records
  • Analysing Information
  • Disseminating Information
  • Visual
  • Auditory
  • Tactile / Kinaesthetic
  • Information security
  • Disposal

Negotiation

You negotiate and persuade every day, just by living and working with people. Preparation, confidence and persuasion are skills that will help you to obtain as much as is reasonably possible. In this course you will learn how you can be more influential and persuasive when you negotiate, without resorting to bullying, manipulation or misuse of authority.

In this course, we investigate the dynamics and skills involved in negotiation and how you can be more influential and persuasive by combining preparation, confidence and persuasion skills. Approximately 30 minutes of learning includes the following topics:

  • Introducing Negotiation
  • Influencing, Persuasion and Negotiation
  • Processing and Reacting
  • Self-talk
  • Take Time to Collect Yourself
  • Redefining Yourself
  • Being Assertive Is Not Being Aggressive
  • Don’t Ignore Your ‘Radar’

Having the confidence to tell people what you would like them to do is one thing, but being able to convince them why they should do it as well as they possibly can is quite another. In short, this course is about getting people to want to do what you want them to do. Approximately 40 minutes of learning includes the following topics:

  • Influence and Persuasion
  • The 1-2-3 of Persuasion
  • The Groundwork
  • Seek Views and Support
  • Research and Gather Information
  • Making Your Case
  • Win What?
  • Do You Need To Negotiate?
  • Preparing To Negotiate
  • Research
  • Rally support
  • Contact Fellow Negotiators
  • Plan Your Approach
  • Use Your Communication Skills
  • Building Rapport
  • Match the Mood
  • Changing Course
  • Working toward Agreement
  • Confirm Agreement
  • Obtain Commitment
  • Handling Conflict
  • Responding To Criticism
  • Sidetracking
  • Pulling Rank
  • Being Shouted At
  • Collaboration

Orientation

The Orientation series offers a series of template courses that you would personalise to your specific organisational needs and then publish as your introduction for new employees in your workplace. The team at Interaction can assist you in the personalisation process or you can do it yourself.

This course offers an initial introduction to the organisation and welcome from the organisation leadership team. Approximately 15 minutes of learning includes the following topics:

  • Introduction and Welcome
  • First Impressions Count
  • Philosophy
  • Our History
  • Leadership Team
  • The InterAction Training Difference
  • InterAction Global
  • Organisation Structure
  • Who We Are, Our Mission
  • Who We Are, Core Values

This course outlines basic information for getting started at (your organisation). Approximately 30 minutes of learning includes the following topics:

  • Basics to Getting Started
  • Key Contacts
  • Hours of Work and Flexible Work Arrangements
  • Salary
  • Superannuation
  • Forms
  • Holidays and Leave
  • Career Breaks
  • Staff Benefits
  • Healthy Life Program
  • Insurance
  • Social Club
  • Purchasing Procedures Manual
  • InterAction Delegations Manuals
  • Car Parking
  • Corporate Wardrobe

As knowledge workers in a professional services organisation, your career development is critical to your professional success and that of our organisation. Approximately 15 minutes of learning includes the following topics:

  • Learning Guide
  • Learning & Development Vision
  • Training Policy
  • Learning Contracts
  • Program Outlines
  • External Programs
  • Competency Model
  • eLearning
  • What is Performance Management?
  • Why is Performance Management Important?
  • How Often Should Reviews Take Place?

Maintaining a Positive Workplace

In this course, we investigate the key values that help to develop and maintain harmonious, positive working environments. We will look at enhancing your understanding of yourself and others. Of course, no situation is perfect, so we will also investigate positive strategies for managing conflict.

In this course, look at enhancing your understanding of yourself and others. Approximately 20 minutes of learning includes the following topics:

  • Key Components
  • Communication
  • Collaboration
  • Recognition
  • Positive Relationship Characteristics
  • Managing Conflict
  • Five styles for Managing Conflict
  • Reflection
  • Collaborative Resolution Process
  • General Workplace Standards

We all have a natural moral compass that helps us to identify what is and is not ethical. In this course, we will reflect on the moral codes that underscore sound business ethics and we will touch on how many Organisations today have published Codes of Ethics to help understand your responsibilities. Approximately 20 minutes of learning includes the following topics:

  • Personal Ethics
  • Ethics of Justice and Ethics of Care
  • Ethics Violations
  • Conflict of Interest
  • Payments and Gifts
  • Confidential Information
  • Conflict of Interest
  • Level Playing Field
  • Compliance with Law
  • Company Assets
  • Reporting Violations
  • Scenario Exercises

It is a fundamental and legal right that you and your colleagues should be able to live, work and study in an environment that is free from discrimination, harassment and bullying. In this course, we will investigate our policy of ensuring that everyone is treated with integrity and respect, recognising that we all have the right to an environment free from discrimination, harassment and bullying. Includes approximately 25 minutes of learning includes the following topics:

  • Our Commitment
  • Discrimination
  • Indirect and Direct Discrimination
  • Age Discrimination
  • Disability Discrimination
  • Ethnic and Religious Discrimination
  • Sex Discrimination
  • Harassment
  • Sexual Harassment
  • Bullying
  • Responsibilities
  • Avoiding Discrimination and Harassment

Social Media in the Workplace

The workplace grapevine has evolved from dialogues in the lunch room to incorporate a series of “Likes”, “Shares” and “Tweets” as the influence of social media in the workplace continues to build. Insights on how an organisation is functioning as well as its products and services help to define the organisation and shape its reputation. These insights spread like wildfire to stakeholders, partners, managers, employees, contractors, job applicants, suppliers, customers, the media, pretty much everyone. This module covers the basics of how Social Media.

Approximately 25 minutes of learning includes the following topics:

  • Social media: What is it and business benefits
  • Building company brand on social media
  • Choose networks that support your brand image
  • Provide valuable content
  • Engage employees in social media and export your culture as well as your products and services
  • Social media and managing performance
  • Social media and recruitment
  • Social media, data protection and privacy
  • Using Social Media outside of the workplace

The Internet as a working tool

Knowing how to use the Internet effectively is critical to most facets of your life. In this course, we will introduce the power of the Internet, starting by looking briefly at its three core functions.

Approximately 30 minutes of learning includes the following topics:

  • Communication Email and virtual communication tools and messengers (IM, Skype, WhatsApp, etc.)
  • VoIP
  • Conferencing systems
  • Other collaboration tools
  • Cloud computing
  • Using mobile devices in the workplace
  • On-line learning
  • Digital copyright
  • Internet security
  • Securely using Email
  • Cybercrime and information security risks
  • Installing unauthorised software
  • What standard Internet Policy should include

Workplace Communication

Workplace communication can range from informal hallway, telephone and online conversations to the delivery of formal written documents, meetings and presentations. In all formats and mediums, different people will communicate in different ways so the message is not always as obvious as the words being spoken or written.

This course is designed to teach you to combine the actual words with background knowledge and the observation of personal behaviour and non-verbal signals. Doing so will help you to get your message across, as well as decode the communications you receive. Organisations can choose to deliver the course ‘out-ofthe-box’ or personalise it to their needs. Approximately 40 minutes of learning includes the following topics:

  • Communication Styles
  • Communication Tips
  • Non-Verbal Communication
  • Body Language Cues
  • Interpreting Non-Verbal Cues

The types of communication that occur in the workplace range from a simple hallway conversation or telephone chat to formal written documents, meetings and presentations. You need to develop skills that will allow you to get your message across to others as well as understand the message being presented to you. Using practical exercises, this course will help to improve your written communications. Approximately 40 minutes of learning includes the following topics:

  • The Writing Process
  • Planning, Writing and Revising
  • Grammar and Punctuation
  • Periods and Ellipses
  • Commas, Colons and Semicolons
  • Quotation Marks and Parentheses
  • Apostrophes
  • Specific Document Tips (E-mail, Memos, Business Letters, Proposals)

In this course, we investigate effective listening, which requires that you actively seek understanding, searching for core ideas rather than pure facts. We then look at core verbal skills in the workplace. Approximately 30 minutes of learning includes the following topics:

  • Listening Skills
  • Comparison
  • Mind-Reading, Filtering, Judging, Debating, Placating
  • Effective Listening
  • Presentation Skills
  • Telephone Skills
  • Voicemail and Answering the Phone
  • Business Meetings
  • Video Conferences

In this course, we concentrate on communicating with specific types of people in the workplace. Approximately 15 minutes of learning includes the following topics:

  • Communicating with Stakeholders
  • Communicating with Colleagues
  • Communicating with Management
  • Communicating with your Staff

Workplace Health and Safety

Workplace health and safety (WHS) refers to the legislation, policies, procedures and activities that aim to protect the health, safety and welfare of all people at the workplace. WHS recognises that employers have a responsibility to provide a safe system of work for both employees and contractors. <strong>Please note</strong> that a basic introduction to WHS policies and legislation is available in the Ready2Comply range, while elements of interest to managers are included in the Ready4Management range.

The goal of this course is to guide you through Work Health and Safety (WHS) activities, legislation, policies and procedures designed to protect you and your colleagues from incidents and injury. Approximately 60 minutes of learning includes these topics:

  • Terminology (PCBU, Officer of a PCBU, Worker, Other persons, HSRs)
  • Introduction to WHS policies, procedures and programs
  • Duties and Legislation, Penalties
  • Our values and goals and Communicating WHS Policies and Procedures
  • Safe Work Australia and Consultation
  • Risk Assessment and Control and Implementation of a risk register
  • Core Responsibilities
  • Types of Workplace Hazards – Ergonomics to Work Process
  • Location of Commonly Used Items and Every Day Safety
  • Machinery, Tools and Protective Equipment, Safety Data Sheets (SDS)
  • Psychosocial hazards and Work-related mental stress
  • Bullying, harassment and discrimination
  • Alcohol and Drugs
  • Evacuation Procedures
  • Job Safety Analysis and Incident / hazard reporting
  • Emergency Locations, Competent Persons, WHS Knowledge
  • Managing WHS, Due Diligence and Reasonable Practicability
  • Risk management and the hierarchy of risk control
  • Consultation, Attitude and Commitment
  • Health and Safety Representation and Other agreed arrangements
  • PCBU Incident Notification Responsibilities
  • Tort Case Law Study and Finding more information

In this course, we investigate basics of Health and Safety in an Industrial environment. These are generic concepts so be sure to follow local rules and regulations at any site. Approximately 30 minutes of learning includes the following topics:

  • Control Measures
  • Air Contaminants
  • Chemical and Biological Hazards
  • Safe Use of Hazardous Substances
  • Safety Data Sheets
  • Ergonomic Hazards
  • Equipment, Machinery and Tools
  • Housekeeping
  • Electrical
  • Confined Spaces
  • The Hierarchy of Hazard Controls
  • Personal Protective Equipment (PPE)
  • Flammable and Combustible Objects
  • Monitoring
  • Promoting Health and Safety
  • Health and Safety Contact

Too many people reflect on STFs as being just embarrassing, but the reality is that any employee, contractor or visitor can have a STF. Approximately 10 minutes of learning includes the following topics:

  • What are Slips, Trips or Falls
  • Why Worry?
  • What should you look out for?
  • Self-Assessment
  • What else can you do?
  • What can you do as a Supervisor / Manager?
  • Things to remember

Manual tasks require lifting, pushing, pulling or carrying and it includes any activity requiring the use of force to lift, lower, push, pull, carry, move, hold or restrain an object. In this course, we include in this definition activities related to working with computers. Approximately 40 minutes of learning includes the following topics:

  • What are Manual Tasks?
  • General Guidelines for Manual Tasks
  • Techniques for Manual Tasks
  • Techniques for Lifting
  • Techniques for Pushing and Pulling
  • General Guidelines for Handling Weights
  • Common Hazards Associated with Workstations
  • Take Action
  • Risk Management Approach Overview
  • The Five Step Risk Management Approach
  • Reporting Safety
  • Procedures if Suffering from Pain
  • Workers Compensation
  • Return to Work Policy
  • Conclusion and Sign-Off

Your Personality at Work

Workplace diversity is a people issue, focused on the differences and similarities that people bring to an organisation. Profession, education, parental status and geographic location, for example, are key dimensions that shape the identities and perspectives that people bring. In this course, we will learn how to get the best out of ourselves as well as our colleagues by understanding, appreciating and learning to embrace the key elements that shape people.

In this course, we will focus on personality and intelligence. Approximately 30 minutes of learning includes the following topics:

  • Psychometric Testing
  • Psychometric Caveats
  • The Career Key
  • RIASEC Inventory
  • What is Intelligence?
  • IQ Testing
  • Multiple Intelligences
  • Multiple Intelligences Test
  • Emotional Intelligence

In this course, we will investigate different personality types in more detail and look at a personality assessment tool called an Enneagram that can be used to identify personality traits and how they affect behaviour. Approximately 30 minutes of learning includes the following topics:

  • Your Personality
  • Nine Personality Types
    • Reformers
    • Helpers
    • Achievers
    • Individualists
    • Investigators
    • Loyalists
    • Enthusiasts
    • Challengers
    • Peacemakers
  • Enneagram Test
  • Applying the Results
  • Enneagram Types at Work
  • Combining Data
  • Workplace Applications
  • Career and Job Choices
  • Communication
  • Learning Styles
  • Where to Learn More

In this course, we will investigate affirmative action that you can take to advance your career. In a nutshell, this involves combining your skills and knowledge, while being politically savvy. Approximately 15 minutes of learning includes the following topics:

  • Business Etiquette
  • Building a Network
  • Finding Mentors
  • Workplace Learning
  • Professional Competence
  • Learning and Development
  • Develop New Skills

Available from ITC Learning

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