Professional Power SkillsNEW

Successful completion of the Professional Communication micro-credential demonstrates the earner can communicate with intention and effectiveness when using common workplace mediums.

Learner Outcomes:

Module 1: Powerful Presentations

• Develop a structured story for a particular audience and purpose
• Demonstrate consistent and considered basic visual literacy
• Deliver a 5-10 minute oral presentation with clarity and pacing

Module 2: Effective Email and Chat Messages

• Choose the appropriate medium for a message
• Consider who needs to be included and in which category (to, cc, bcc)
• Create a clear subject line
• Use appropriate language, tone and signature for intended audience
• Apply basic visual literacy skills to create a scannable message 
• Use if/then statement(s) to provide clarity on next steps

Module 3: Productive Meetings

• Convey a clear purpose for gathering
• Develop an agenda that realizes the meeting’s goal(s)
• Communicate attendee roles and responsibilities

Module 4: Inclusive Communication

• Demonstrate awareness of diversity and inclusion through intentional selection of imagery and wording
• Plan opportunities for inclusive participation in presentations, emails and meetings
• Adjust digital body language to communicate across differences in gender, generation, and culture

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Successful completion of the Effective Collaboration micro-credential demonstrates the earner can interact with others, despite challenging contexts, to accomplish shared goals.

Learner Outcomes:

Module 1: Self Awareness

• Identify and understand how your personal communication style impacts conversations and teamwork

Module 2: Managing Conflict

• Handle a confrontational situation effectively by influencing people through language that is inquisitive and empathetic

Module 3: Difficult Conversations

• Use rapport, matching tactics, and open-ended questions to build better relationships with your boss, peers and direct reports
• Understand why having uncomfortable conversations is a crucial success factor at work

Module 4: Giving and Receiving Feedback

• Engage a growth mindset to accept feedback well, and act on it
• Effectively deliver feedback to others

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Successful completion of the Project Planning micro-credential demonstrates the learner can create a project plan by summarizing the relationships between scope and cost and by illustrating schedule expectations using a Gantt chart and milestones. 

Learner Outcomes:

Module 1: Formal planning practices

• Employ stakeholder analysis to determine who is involved in the project and who will judge its success
• Identify and integrate project constraints into planning activities
• Document project objectives, stakeholder expectations and the measures of success in the form of a ‘project charter’
• Decompose high level requirements into their component parts

Module 2: Defining the scope-of-work

• Document the outputs of decomposition in a Work Breakdown Structure (WBS)
• Estimate time and cost at the work package level
• Document estimates and related information in a WBS Dictionary

Module 3: Budgeting time and cost

• Create a bottoms-up budget
• Develop a project schedule using dependency analysis
• Indicate scheduled milestones on a Gantt chart

Module 4: Reporting

• Complete a one-page project plan for stakeholder review

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Successful completion of the Business Case Basics micro-credential demonstrates the earner can create a business case that displays clear purpose, structure, evaluation of options and an informed recommendation.

Learner Outcomes:

Module 1: Purpose, structure and problem definition

• Apply the pyramid-of-writing concept to a business case
• Approach a business case using the 4 steps of decision-making
• Identify the problem a business case is intended to solve for
• Capture highlights of background information for use in a business case

Module 2: Identifying options

• Identify the decision drivers around which the comparison of options will revolve
• Define the success of a business case in terms of summarizing what stakeholders are expecting from a case
• Identify options that should be considered as possible solutions

Module 3: Comparing options

• Determine appropriate financial and operational metrics for use in comparing choices
• Compare different options for forecasting their pros and cons
• Identify risks that, if they were to occur, would alter the forecasts of pros and cons
• Write conclusions that follow from the forecasting and related risks

Module 4 – Writing a Recommendation

1. Write a recommendation in support of the best option
2. Explain the reasoning behind the recommended choice
3. Describe the steps to be taken if the recommended choice is accepted
4. Prepare an executive summary

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Successful completion of the Coaching & Developing Others micro-credential demonstrates that the earner can set clear performance expectations, delegate, coach and provide feedback and development opportunities to promote individual performance and results.

Module 1: Setting and communicating performance expectations

• Link individual performance expectations to team and organizational goals
• Document expectations for a work assignment
• Conduct a delegation conversation

Module 2: Monitoring and motivating performance

• Describe key measures for monitoring performance
• Assess employee strengths and development opportunities
• Identify potential barriers to performance
• Effectively deliver feedback to others

Module 3: Coaching for development

• Describe the coaching mindset and how it supports engagement and performance
• Plan and conduct one-on-one meetings that support engagement, progress and results
• Use questions and feedback to support team member self-awareness and goal setting
• Apply the GROW model in coaching conversations to support others in creating development focused action plans

Module 4: Addressing performance gaps

• Use an unbiased approach to identify performance strengths and gaps
• Create observable statements that describe performance strengths and gaps
• Conduct coaching conversations that support performance improvement and result in performance focused action plans

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Successful completion of the Service Excellence micro-credential demonstrates the earner can effectively personalize service interactions and build meaningful experiences that exceed customer expectations.

Module 1: Welcoming Customer Interactions

• Develop a process to successfully prepare for customers
• Demonstrate how to use effective greetings
• Establish strategies that generate positive first impressions
• Apply techniques to build customer rapport

Module 2: Exploring Customer Needs and Wants

• Understand the value of asking questions
• Build effective questioning strategies
• Create solutions to listening barriers
• Apply active listening techniques  

Module 3: Providing Customer Solutions

• Convey confidence when interacting with customers
• Recommend customer solutions using features and benefits
• Address customer objections using empathy
• Demonstrate a customer-focused problem-solving strategy

Module 4: Concluding Customer Interactions

• Apply techniques that leave positive and long-lasting customer impressions
• Define and communicate next steps when concluding a customer conversation
• Demonstrate how to show customer appreciation
• Identify appropriate strategies to check for customer satisfaction

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