Learning catalogue
Browse the School's full catalogue of courses, events, programs and other learning tools. For recommended learning by theme or community, view our Learning paths.
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Skip to search resultsDealing with Customer Service Incidents and Complaints
This online self-paced course presents common procedures for responding to customer complaints with professionalism and patience. Participants will learn how to navigate difficult conversations with customers, document incidents, and report customer complaints to management.
Define and Sequence Activities (PMBOK® Guide Sixth Edition)
This online self-paced course outlines three of the six processes used to create and execute an effective project completion schedule: Plan Schedule Management, Define Activities, and Sequence Activities. Participants will learn how to identify and place project activities into a logical sequence in order to create a schedule network diagram and a project completion schedule.
Defining a Project Scope and Team
This online-self paced course examines how to start a project in the right way, which includes developing a project vision, identifying the resources needed, and determining who will do the actual work. Participants will learn how to clarify stakeholder expectations and identify the tasks that need to be carried out throughout the project.
Defining Alternative Solutions to a Problem
This online self-paced course examines different approaches to problem solving, including defining ideal states and generating practical solutions to difficult problems. Participants will learn to apply different problem-solving techniques, including group brainstorming, to help avoid common pitfalls when choosing between multiple solutions.
Delivering Client Service with Excellence
This course reviews common client satisfaction factors and provides an opportunity to practice communication techniques with a client-centric lens. Participants will take a learning journey to become more agile and inclusive in their service delivery when responding to client concerns and service issues.
Delivering Inclusive Client Service
This course explores the benefits of applying an inclusive mindset as part of client service delivery in a government context. Participants will reflect on behaviours and practices that encourage inclusiveness and how to integrate it when delivering services to clients.
Delivering Powerful Messages to Enable Action
This online self-paced course introduces best practices for effectively positioning a message to enable action by the target audience. Participants will learn how to adapt a presentation to suit their target audience and integrate a call to action as part of the story analysis.