Professional Development to Support Employee Performance

Department of Education- State of Hawaii

Laurel Silk ShawLaurel Silk, MAEd
CEO & Founder
Call: 602-910-7494

Who We Are

SilkWeb is an Indigenous, Woman-Owned Business. Laurel is Húŋkpapȟa Lakota and an enrolled member of the Standing Rock Sioux Tribe. She has a Master of Education Degree in Instructional Design and a Bachelors Degree in English. Laurel founded the e-learning company SilkWeb with a mission to help all communities gain access to technology and education. Laurel has been in the education technology industry for over 20 years, with much of her work focused on delivering quality e-learning training and custom e-learning education services to all communities. 

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SilkWeb offers off-the-shelf and custom e-learning solutions for all K-12 and Higher Education institutions and professional development training.

SilkWeb Hawaii

Professional Development Catalog

CUSTOMER SERVICE

Customer Service
The global marketplace has created a heightened need to compete on many levels, particularly customer service. This course defines customer service principles and provides steps towards service improvement. The online version of this course takes approximately 2 hours to complete.

Customer Care for Call Centers
Customer service is one of the most important aspects of any business. It's not just a question of reacting to your customers' needs - it's also about defining what they want, even when they are not sure themselves. In this eLearning course, learners will form best practices for handling customer complaints and assertiveness. They will also examine how best to develop a rapport with customers and learn how to sell products and services effectively. The online version of this course takes approximately 2 hours to complete.

Customer Driven Organization: The Art of Putting the Customer First
The customer is a vital part of the organization. Without customers, the organization is unable to exist. Therefore, delivering excellent customer service to both internal and external customers is critical for an organization to be successful. This course reviews what it takes to be a true Customer Driven Organization. It also shows the benefits of providing excellent customer service and the obstacles an organization can face in striving for the provision of excellent customer service. The online version of this course takes approximately 2 hours to complete.

Customer Relationship Management (CRM): How To Successfully Introduce Customer Relationship Management Programs 

Effective customer relationship management skills drive all successful organizations. In this study guide, you will learn key customer relationship management skills that you can adopt in your organization to deliver endless results. The online version of this course takes approximately 2 hours to complete.

Effective Complaint Handling: Discovering Opportunities
Dissatisfied customers can become irrational, angry, and even abusive toward Customer Service Representatives. Organizations need to be able to address the needs of such customers professionally and positively. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how to resolve customer complaints best. The online version of this course takes approximately 2 hours to complete.

Selling Professional Services: How Sales Is Everyone’s Responsibility
This course introduces effective techniques for selling professional services. It will teach you how to overcome the main obstacles that can block sales and provide a range of sales techniques from preparing a proposal through to closing the sale. Using these techniques consistently will lead to increased sales and better customer relationships. The online version of this course takes approximately 2 hours to complete.

Telephone Sales Techniques: The Art of Selling Over The Phone
This course introduces the process behind successful telephone sales and introduces effective sales techniques that can help you achieve real results. The online version of this course takes approximately 2 hours to complete.

COMMUNICATION

Communication Today
Business communication is rapidly evolving. This course focuses on how to use technology to communicate effectively in the workplace. The online version of this course takes approximately 2 hours to complete.

Hawaii DOE Communication Curriculum Selection course

Communication in the Workplace: Adapting Your Message to Your Audience
The information age has produced a dependent communication culture. This course focuses on the role and types of communication in the workplace. Communication strategies and tone are also discussed. The goal is to improve communication effectiveness amongst participants. The online version of this course takes approximately 2 hours to complete.

Business Writing
Email and other electronic communication tools have brought a new level of importance to business writing. This course reviews styles, tone, bias, and strategies for business writing. The online version of this course takes approximately 2 hours to complete.

Effective Meetings: Why, Where, When & How
Effective meetings are indispensable vehicles for action and performance on different organizational levels. This course reviews various types of meetings and analyzes the conditions that must be fulfilled to ensure their effectiveness. Pay close attention, as your role, as a meeting participant, is critical for having productive meetings! The online version of this course takes approximately 2 hours to complete.

Effective Presentation Skills
This course covers the process of being able to present information to an audience effectively. A wide range of presentation tools and techniques useful to ensure the consistency of your presentations are included. The online version of this course takes approximately 2 hours to complete.

Email Etiquette: Constructing Professional Messages
Email has become the dominant communication tool in business today. Email etiquette reviews tone and approaches for composing professional email messages. The online version of this course takes approximately 2 hours to complete.

Facilitation Skills: How To Maximize Your Facilitation Skills
Effective facilitation skills drive all successful organizations. In this course you will learn critical facilitation skills that you can adopt in your organization. This course presents several facilitation techniques and discusses the appropriateness of each technique for the situation. Although a variety of facilitation techniques may be employed within organizations, we will outline the eight most effective methods in this training. The online version of this course takes approximately 2 hours to complete.

Interpersonal Skills: The Skills of Change
Perhaps it would not be the first thing that would come to your mind when thinking of star performing, but interpersonal skills are critical when you want to be exactly
that! This course shows why it is so essential to have excellent interpersonal skills. It also reviews different behavioral styles, techniques, and obstacles you might face in communicating with others. After completing this course, you will have the tools to develop excellent interpersonal skills and become that star performer! The online version of this course takes approximately 2 hours to complete.

Interviewing Skills
An interview is a meeting during which an individual is asked to provide and exchange information that will be used for a particular purpose within an organization. This course discusses the main types of interviews used within organizations, including recruitment, performance appraisal, counseling, and grievance/discipline. The online version of this course takes approximately 2 hours to complete.

Negotiation Skills: Successful Negotiations Made Easy
This course covers negotiation skills and conflict resolution. The online version of this course takes approximately 2 hours to complete.

Public Speaking: Communicating to Large Groups
In this course, you will explore the use of language and organizing thoughts to convey messages to large audiences, techniques to control anxiety, and persuasion methods. The online version of this course takes approximately 2 hours to complete.

Technical Report Writing
Effective technical report writing skills drive all successful organizations. In this study guide, you will learn key technical report writing skills that you can adopt in your organization to deliver professional results on a consistent basis. The online version of this course takes approximately 2 hours to complete.

Telephone Sales Techniques: The Art of Selling Over The Phone
This course introduces the process behind successful telephone sales and introduces effective sales techniques that can help you achieve real results. The online version of this course takes approximately 2 hours to complete.

Virtual Teams: Working Without Borders
Although virtual teams are formed for the same reasons and encounter many of the same obstacles as traditional teams, the geographical distances between members create unique challenges that must be overcome for team success. This course explores the effectiveness, success factors, and communication techniques that enhance virtual teams in the workplace. The online version of this course takes approximately 2 hours to complete.

LEADERSHIP SKILLS

Leadership: An Introduction to Leadership
Leadership is different from management; leadership is about vision. This course discusses different leadership styles that can vary depending upon the situation, team, and leader. Also, you will learn how to use the skills, processes, and techniques to improve the quality of leadership. The online version of this course takes approximately 2 hours to complete.

Woman portraying leadership to student

The Dynamic Leader: 11 Principles for Highly Effective Leadership
A good leader inspires people to do something bigger than themselves. To work together to accomplish key objectives and to pool their strengths and resources to achieve great things. A good leader helps their followers become the absolute best version of themselves. In this course you will explore the 11 principles of highly effective leadership: Self-motivation, Confidence, Accountability, Passion, Courage, Integrity, Emotional intelligence, Humility, Vision, Discipline, and Communication. By learning to implement these principles in your own life, you can become a powerful and inspirational leader. The online version of this course takes approximately 2 hours to complete.

FOLLOWERSHIP COURSES

Leadership & Delegation: How to Successfully Delegate to Others
Delegation is an essential skill for leaders to learn. Delegation is when one transfers the responsibility for carrying out a particular task while at the same time providing the necessary authority to achieve that task. This course discusses the relationship between leaders, followers, and delegation. The online version of this course takes approximately 2 hours to complete.

Leadership & Influence: How to Influence Followers
This course discusses the relationship between leadership and influence along with the approaches to leadership. Learners will develop the skills to effectively and efficiently enable followers to obtain organizational objectives. An overview of the nine influencing tactics will be covered. The online version of this course takes approximately 2 hours to complete.

RESILIENCY COURSES

The Art of Resilience: How to Conquer Challenges and Achieve Your Goals
This course equips you with the tools to use overwhelming force against your challenges, so you can conquer them and reach your goals. You will discover the fastest way to resolve challenges, how to use creativity when you are up against a wall, and strategies that will help you learn to believe in yourself even when you’re struggling. The online version of this course takes approximately 2 hours to complete.

CHANGE MANAGEMENT COURSES

Strategy, Culture & Leadership: How to Transform Your Organization
This course examines the importance of culture in an organization, and the role of culture in the achievement of strategic objectives. The online version of this course takes approximately 2 hours to complete.

Change Leadership
Change is a permanent feature of all organizations. However, the ability to take charge of change can be a key distinguishing feature of a successful organization. In this course you will learn essential Change Leadership skills that you can adopt in your organization to deliver endless results. The online version of this course takes approximately 2 hours to complete.

Change Management
This course analyzes the various aspects of organizational change and provides managers with methods of managing people through change in the organization. Focus is placed on helping employees to move through the SARA model of change and accept what direction the organization is heading. The online version of this course takes approximately 2 hours to complete.

The Excellent Organization: Achieving Excellence
Excellence is defined as an outstanding practice in managing the organization and achieving results, based on the following fundamental concepts: Results Orientation, Customer Focus, Leadership & Constancy of Purpose, Management by Processes & Facts, People Development and Involvement, Continuous Learning, Innovation & Improvement, Partnership Development, and Public Responsibility. The online version of this course takes approximately 2 hours to complete.

DIVERSITY & INCLUSION COURSES

Diversity in the Workplace: Fostering a Diverse Workforce
Diversity training is a required topic in the area of corporate compliance. This course reviews legal requirements, discrimination, benefits of diversity, and techniques for promoting diversity in the workplace. The online version of this course takes approximately 2 hours to complete.

Diversity and Inclusion Courses

Facilitator Course Packages (Virtual or Face-to-Face) include the following:

  • Participant Manuals
  • PowerPoint Decks
  • Ice-breakers & Activities
  • Role Plays
  • Case Studies
  • Pre-Assignments
  • Assessments
  • Post- Assessment 43
  • Leadership Action Plan
  • Recommended Reading Lists

In addition, our Online Course Packages include all of the above PLUS the following:

  • 24/7 + 365 Online Access
  • Mobile Device Compatibility
  • Self-Paced or Deadline Driven (Client Choice)
  • Interactive Exercises
  • Virtual Role Play Scenarios
  • Data Analytics and Reporting
  • Technical Support M-F 8am to 6PM (toll-free# and email)
  • LIVE Instructor Support

ONLINE/VIRTUAL TRAINING COURSES

All virtual training courses are facilitated and managed by Laurel Silk. While each course can be delivered asynchronous, a live, synchronous webinar session accompanies each course to discuss and explore topics related to each content area. During these live sessions, participants will be asked to engage in small group activities, share ideas, and apply information from the online course content. Learners are expected to participate and contribute to each virtual session to successfully complete each training course and achieve the outlined objectives.

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