Service Skills

It can be tough to know the right thing to say to get the best outcome in a mentoring situation. In this course, Human Resources expert Hugh Murray shares the tactics and strategies needed to successfully navigate a variety of workplace mentoring challenges. The goal of this series is to present various communications challenges anyone in a mentoring coaching or supervisory role might face and help learners to develop positive methods to respond.

It can be frustrating when the legacy and decisions of the person who previously held your position continues to crop up. Having a strategy in place to handle such situations is the key to a smooth transition. The goal of this "What to say when..." course is to identify the techniques required to successfully transition into a new position of leadership in your organization and gain the respect and cooperation of your new team.

Learn how to evaluate and learn from both the successes and failures of a predecessor. 


Haunted By The Ghost Of Your Predecessor

When people care about what they do, you’re going to have conflict at work. And that’s not necessarily a bad thing, so long as you’re skilled in how to work through these challenges without pointing fingers. The goal of this "What to say when..." course is to provide healthy techniques for dealing with disagreement and enabling a positive outcome from the situation.

Understand healthy techniques for dealing with disagreement and enabling a positive outcome from the situation.

There’s Conflict Between Team Members

The Web offers incredible opportunities to enhance productivity at work. Unfortunately, it also offers the ability to waste large amounts of time working on personal tasks during office hours. How do you encourage the former and limit the latter? The goal of this "What to say when..." course is to provide techniques to identify the team members who are prone to wasting time on the Web, to determine the underlying motivation of the time wasting team member, and to develop ways to minimize this behavior and its impact on the organization.

Identify the team members who are prone to wasting time on the web, to determine the underlying motivation.

People Are Wasting Time Online

An essential part of leadership involves letting team members know when their work is suffering. Gaining agreement about the performance gap is the first step to improving performance. The goal of this "What to say when..." course is to help managers and other leadership staff to learn the most efficient way of handling one of their most important tasks – getting team members back on track when they have a performance issue.

Learn the importance of dealing with the actual performance problem and not the personality of the team member. 


Criticizing A Team Member’s Work

Setting and gaining commitments for work objectives is fundamental to attaining your organizational goals. Employing the S.M.A.R.T. model will ensure your objectives are Specific, Measurable, Achievable, Realistic, and Time-bound. The goal of this "What to say when..." course is to help managers and supervisors to learn the best way to gain team members’ commitment to your organization’s objectives.

Learn the best way to gain team members’ commitment to your organization’s objectives.

Setting Objectives

Many candidates will happily tell you “we did this” and “we did that”, but you’re truly only concerned with “what did YOU do?” Learning to use the “Power of You” will help ensure candidates exhibit the behaviors and skills you need. The goal of this "What to say when..." course is to help managers and supervisors differentiate between relevant and irrelevant information that a candidate may provide during an interview and learn how to elicit only the relevant information.

Recognize the difference between information that is relevant to the position and that which is not. 


Conducting Interviews And Appraisals

Ignoring punctuality problems can easily lead to larger issues for your organization. What’s the proper method to handle a team member who isn’t making it to work or meetings on time? The goal of this "What to say when..." course is to emphasize the importance of addressing lateness as soon as it occurs and to provide managers and supervisors with effective ways of dealing with this issue.

Understand why it is important to address tardiness the very first time it is observed. 


A Team Member Is Late

When you analyze it, there are just four possible reasons why a team member isn’t doing what you need. Understanding, isolating, and addressing that cause is the key to getting staff members back on track. The goals of this "What to say when..." course are to explain the four possible reasons a team member isn’t doing what you need them to do, and to help managers or supervisors learn how to address each possibility to correct their performance.

Understand the four possible reasons a team member isn't doing what you need them to do.

Someone’s Not Doing What You Need

The modern workplace features staff members of a wide range of ages. And the work styles of younger workers can differ greatly and sometimes annoy your more established team members. The goal of this "What to say when..." course is to provide the manager or supervisor with an understanding of the different working styles displayed by workers of different generations and to help them learn how to minimize conflicts that can occur as a result of these differing styles.

Learn the differences that may exist in the working styles of different generations of workers in your organization. 


Generations Clash

Offering praise can be a powerful motivator which rewards reinforces and encourages the behavior we want to see more of. Knowing the rules for delivering praise will help to improve performance throughout the workplace. The goal of this "What to say when..." course is to reinforce the benefits of giving praise and explain the proper ways and times to give it.

Recognize the benefits of giving praise and explain the proper ways and times to give it.

You Want To Offer Praise

Course Contents

SoftSkillsU eLearning

Managing Up

Identifying benefits of mentoring

Managing difficult people

Difficult Conversation Management

Coaching vs Mentoring

Coaching Conversations

Coaching skills

Understand the proper techniques to regain or maintain control of challenging team member communications.


What to Say When Mentoring Series

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