[DATE] [COMPANY NAME] [Company address]

Training Available to

Commercial Accounts

on the MyAllegion Portal

Training Available to Commercial Accounts on the Cornerstone Learning Management System

via the MyAllegion Portal

This document is divided into 4 sections:

• Online Videos,

• Online Product Training Courses,

• Online Professional Development Courses, and

• Contact Information

Section 1: Videos

All videos on the list below are found on the Allegion Learning Center (they are on YouTube as well). If watching

a video on the Allegion Learning Center, the system will track your completions if you mark the video completed.

Video Length

(minutes:seconds)

1 Decoded: Accessibility Requirements for Door Openings 6:00

2 Decoded: Controlled Egress vs. Delayed Egress 7:00

3 Decoded: Egress Requirements for Door Openings 6:00

4 Decoded: Stairwell Entry 6:00

5 Intro to Door Hardware: Anatomy of a Fire Door 5:50

6 Intro to Door Hardware: Basics of Steelcraft Hollow Metal Doors 4:42

7 Intro to Door Hardware: Door Closer Arm Options 4:00

8 Intro to Door Hardware: Fail Secure vs. Fail Safe 6:00

9 Intro to Door Hardware: Gasketing and Thresholds 6:00

10 Intro to Door Hardware: Handing 3:18

11 Intro to Door Hardware: How an LCN Door Closer Works 4:39

12 Intro to Door Hardware: Intro to Codes 6:00

13 Intro to Door Hardware: Intro to Continuous Hinges 6:00

14 Intro to Door Hardware: Intro to Electromechanical Locking Hardware 6:00

15 Intro to Door Hardware: Intro to Ives Hinges 5:01

16 Intro to Door Hardware: Intro to Keying Terms 6:06

17 Intro to Door Hardware: Into to LCN Automatic Operators 5:38

18 Intro to Door Hardware: Intro to Three Project Delivery Processes for Non-Residential Buildings

8:19

19 Intro to Door Hardware: Ives Flush Bolts & Coordinators 5:00

20 Intro to Door Hardware: LCN Low Energy Automatic Operators 5:10

21 Intro to Door Hardware: Options for Securing Classroom Doors 6:00

22 Intro to Door Hardware: Schlage Cylindrical Lock Functions 3:36

23 Intro to Door Hardware: Schlage Mortise Lock Functions 4:08

24 Intro to the Design-Bid Process 6:00

25 Intro to Door Hardware: Types of Panic Hardware 4:20

26 Intro to Door Hardware: Von Duprin Exit Device Trims 4:14

27 Intro to Door Hardware: Von Duprin Exit Devices 101 3:30

28 Intro to Door Hardware: Where Is Panic Hardware Required by Code? 4:40

29 The Story Behind Von Duprin 14:00

Section 2: Online Product Courses

To find these custom made courses, once on the Learning Center, under the “Browse for Training” widget, click

on the category “Product Training by Allegion US Training Team” for the alphabetical listing of the courses below

and the applicable videos above. Or, use the Search function to find a particular course.

Online Course Title

Estimated Time

(minutes) Description

1 Credential Choices

30 How does one decide which type of access control credential is best for a facility? Start by learning about the options available and the particular advantages and limitations of each credential type

2

Electricity: Speaking the Language of Electricity in Sales

45 This course is designed to help you become better acquainted with the language of electricity in conversations with your customers. It teaches the basic terms and components associated with our electronic security products.

3

Electricity: Speaking the Language of Electricity in Service

45 This course is designed to help you be more comfortable using the language of electricity to identify common field problems.

4 Falcon: This Is Your Exit

30 This course will introduce you to the Falcon 24 Series and 25 Series Exit Devices.

5 How Smart Is Your Card?

25

This course will help you understand the technical differences between proximity and smart cards. It will also provide information that supports how to address common concerns and share information on smart cards and proximity cards with key stakeholders.

6 Introduction to Allegion in the US Market

15 Designed for individuals new to the door hardware, door, and access control industry, this course introduces the learner to the US market and how Allegion’s major brands fit within this market.

7 It’s More than a Door: Computer Room

45 What kind of card will best meet the needs of your facility?

8 It’s More than a Door: Delayed Egress

45 This course walks learners through the pre-purchase steps in retrofitting an opening to add delayed egress.

9 It’s More than a Door: Main Entrance

45 This course walks the participant through the pre-purchase steps in retrofitting the main entrance to a school to add accessibility and access control.

10 It’s More than a Door: Remote Door

45

This course guides learners through the pre-purchase steps in retrofitting a remote opening on a campus to add security. The course addresses these five steps: Ask Questions, Look at the Opening, Write a Description of Operation, Draw the Solution, and Confirm the Solution with the Customer.

11 Online Workout: Do the Door Closer Workout*

60*

Use this ‘online workout’ to see what you already know about closers and to learn some new things along the way. This course takes you through a series of questions related to closers, providing you with hints as to where you can find the answers if you need a little help. This ‘workout’ is not a test—the system tells you if your answers are correct, but it doesn't keep score.

12 Online Workout: Do the Doors and Frames Workout*

60*

Use this 'online workout' to see what you already know about Steelcraft hollow metal doors and frames and to learn some new things along the way. This course takes you through a series of questions related to doors and frames, providing you with hints as to where you can find the answers if you need a little help. This workout is not a test—the system tells you if your answers are correct, but it doesn’t keep score. Complete this workout at your own pace, too!

13

Online Workout: Do the Electrified Hardware Workout*

60*

Use this ‘online workout’ to see what you already know about electrified hardware and to learn some new things along the way. This course takes you through a series of questions related to electrified hardware, providing you with hints as to where you can find the answers if you need a little help. This ‘workout’ is not a test—the system tells you if your answers are correct, but it doesn't keep score.

14 Online Workout: Do the Exit Device Workout*

60*

Use this ‘online workout’ to see what you already know about exit devices and to learn some new things along the way. This course takes you through a series of questions related to exit devices, providing you with hints as to where you can find the answers if you need a little help. This ‘workout’ is not a test—the system tells you if your answers are correct, but it doesn't keep score.

15 Online Workout: Do the L & ND Series Workout

60*

Use this 'online workout' to see what you already know about the Schlage L and ND Series and to learn some new things along the way. This course takes you through a series of questions related to the L Series mortise locks and ND Series cylindrical locks, providing you with hints as to where you can find the answers if you need a bit of help. The "workout" is not a test - you will be told if you have the questions correct but no score is kept.

17 Residential Essentials 1.2 - Lockology

15 This course describes common industry terms and concepts providing foundational knowledge that will be helpful as you progress through further courses

18

Residential Essentials 2.2 – Schlage Electronic Locks Overview

10

Summarizes Schlage residential electronic locks including; connected smart deadbolts, keyless touch and keypad locks. Participants will learn how to identify and differentiate locks by features and capabilities. Completing this course will provide a basis for more detailed learning about these locks.

19

Residential Essentials 3.1 – Mechanical Deadbolts

20 An in-depth look at Schlage Residential mechanical deadbolts. Topics covered include: product selection, application, features and installation.

20 Residential Essentials 3.2 - Handle Sets

25 An in-depth look at Schlage Residential Handlesets. Topics covered include: product selection, application, features and installation.

21

Residential Essentials 3.3 – Schlage Keyed Entry Locks

20 An in-depth look at Schlage Residential Keyed Entry Locks. Topics covered include: product selection, application, features and installation.

22

Residential Essentials 3.4 - Schlage Privacy Locks

20 An in-depth look at Schlage Residential Privacy Locks. Topics covered include: product selection, application, features and installation.

23

Residential Essentials 3.5 - Schlage Passage Locks

20 An in-depth look at Schlage Residential Privacy Locks. Topics covered include: product selection, application, features and installation.

24

Residential Essentials 4.1 - Schlage Keypad Locks

20 An in-depth look at the Schlage Keypad Deadbolt and Lever. Topics covered include: product selection, application, features, installation and programming.

25

Residential Essentials 4.2 - Schlage Touch Keyless Locks

20 An in-depth look at the Schlage Touch Keyless Touchscreen Deadbolt and Lever. Topics covered include: product selection, application, features, installation and programming.

26

Residential Essentials 4.3 - Schlage Connect & Sense Deadbolts

20

An in-depth look at the Schlage Connect and Schlage Sense™ Smart Deadbolts which both provide remote access, operation and management of a home. Topics covered include: product selection, application, features, wireless technologies, installation and programming.

27 Residential: Rekeying Schlage Residential Locks

20

This self-study course demonstrates the assembly and disassembly of common residential lock functions, the rekeying process and offers a comprehensive study of the internal working of locks. It is designed for use in conjunction with a Schlage B60 deadbolt and Schlage rekeying kit (or the Schlage Discovery Learning Kit # 40-229, which contains all of the required materials) to allow an independent learner to successfully rekey a lock cylinder.

IMPORTANT NOTE about COMPLETED COURSES and VIDEOS

To view completed courses or videos in the Allegion Learning Center, or to retake a completed course or video,

click on “Your Transcript” widget, then change the drop down box from “Active” to “Completed” to see the list of

courses and videos you have already completed. You are welcome to repeat all programs as many times as

you like.

Section 3: Fifty Professional Development Courses

Through Skillsoft®, a leader in the field of T & D Allegion offers these professional dev elopement courses for

our channel partners.

To find these programs, once on the Learning Center, under the “Browse for Training” widget, click on the

category “Professional Development for Allegion Accounts” for the alphabetical listing of the courses below. Or,

use the Search function to find a particular course.

Course Title Estimate

Time (hours)

Description

1 Introduction to Workplace Ethics

1

Ethics don't just apply to senior executives. While upper management does have a responsibility to set the ethical tone for an organization, employees at every level also have a responsibility to conduct themselves in an ethical manner. This course will prepare you to approach your job with an awareness of the importance of ethics in the work setting and an understanding of what constitutes ethical behavior. You will learn the thinking behind ethical behavior and be able to recognize some of the common myths about business ethics.

2 Feedback and Its Vital Role in the Workplace

0.5

Everyone needs corrective and constructive feedback from time to time, but if you're like many people, the prospect of giving that feedback is chilling. Understanding what feedback is – and recognizing the difference between effective, constructive feedback and unhelpful criticism – is important at all levels of the workplace. In this course, you’ll learn how that distinction applies in practice, how to approach giving feedback to peers and to supervisors, and how to manage the anxiety you may experience. This course helps to take the mystery and dread out of an invaluable skill.

3 Receiving Feedback 0.5

Receiving even well intended constructive feedback can be a difficult experience. There are biological foundations for this feeling, and it’s easy to see why people often respond negatively. When receiving feedback, you should know how to manage your natural reactions so that you can effectively respond and engage with the feedback provider. Ideally, you will be able to use every piece of feedback as a tool in your long-term professional development.

4 Delivering Feedback 0.5

Giving feedback doesn't have to be terrifying, but you do need to prepare. Get your motives, your purpose, and your plan in place before you open your mouth - and know what you'll do if it doesn't go well. In this course, you’ll learn how decide whether feedback is appropriate or not, where it's appropriate, and how to ensure it makes a positive contribution to the development of the individual, the team, and the organization as a whole. You’ll also get some tips on how to handle situations where someone reacts badly to your feedback.

5 Making Feedback a Regular Occurrence

0.5

This course focuses on how you incorporate feedback into your routine and what you can do to promote a “feedback culture” wherever you are in the organization. Instead of viewing feedback as an isolated event (the annual performance review) or as a response to some specific problem or problem set, a better way is to view it as proactive teaching or coaching that occurs on an ongoing basis.

6

Diversity on the Job: The Importance of Diversity and the Changing Workplace

1

Imagine for a minute that you work in a place where everyone is the same. All of your coworkers are of the same ethnicity, gender, educational background, and socioeconomic standing. Would you be able to easily generate new ideas? Would the group have the ability to understand things from a different point of view? Without diversity in the workplace, organizations run the risk of becoming monocultural and only viewing things from a very limited perspective. The organization provides the structure for operation of the business and often defines the culture, but it's the individuals interacting within the organization who carry out the mission of the organization. Rather than address the legal underpinnings and requirements related to diversity, this course focuses on how to leverage the diversity that exists within the organization. It defines diversity and dispels some common myths that surround the topic of diversity. The importance of diversity within the ever-changing workplace is described, including the impact of globalization. This course also discusses the barriers and challenges that must be overcome in order to create a diversified working environment. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

7

Professionalism, Business Etiquette, and Personal Accountability

1

Taking responsibility for meeting your objectives, including deadlines and work targets, is an important component of good business etiquette and demonstrates your attitude of professionalism. While it can be difficult at times, being accountable for delivering on your objectives shows you are reliable, organized, and dedicated to your work. |n |n This course introduces the importance of personal accountability and outlines strategies for developing a personal accountability framework. This helps empower you to be your own boss, set your own standards, and carry yourself with professionalism and confidence. It provides you with techniques to set appropriate goals based on your abilities and available resources. And it shows you how to develop an action plan to achieve your goals and use techniques to better manage your energy levels.

8 Building Trust 1

The importance of being able to count on your colleagues when it matters most cannot be overstated. Trusting relationships truly are the foundations for productive and enjoyable workplaces. Trust helps improve communication and productivity by giving you and your colleagues the confidence to express and resolve problems. This in turn allows you to focus and collaborate more effectively. At the same time, there are many pitfalls associated with distrusting relationships, including negative impacts on personal development, not to mention team and organizational success. This course provides invaluable insight into the impact of trust and distrust in the workplace. It also addresses the importance of fostering trusting relationships at work and how to build and sustain trust with your colleagues.

9 Time Management: Too Much to Do and Too Little Time

0.5

Do you sometimes feel you have too much to do and not enough time to do it in? You aren't alone. It can be frustrating when you're expending a lot of energy but not sure you're doing it in the right places for the right reasons. Having goals is a good start. But do your goals align with your organization's goals for you? When goals shift and change and you don't know which are most important and to what degree you're supposed to be attending to them, it can get confusing. You have to be clear on where you're headed and why, otherwise your work getting there will be scattered and you won't make the best use of your time. In this course, you'll learn how to get clarity around what's most important – your goals – by ensuring they're aligned with those of your organization, so you can prioritize your work based on those goals.

10

Time Management: Quit Making Excuses and Make Time Instead

0.5

As much as we wish we could, no one can really make time on the clock. You can't add a 25th hour to the day to get more stuff done – but you can make better use of the 24 hours that you do have. Everyone is capable of becoming a more effective time manager, of organizing their efforts to get more done. All it takes is deciding to seize control of your own time, and then taking small steps in the right direction. In this course, you'll consider how you're spending your time now and what you can do to spend it more wisely and productively. You'll also learn to block the time stealers that interfere with your productivity, use to-do lists and schedules to organize your time and tasks, and develop a regular habit of checking in with your plans to make sure you're getting them done.

11 Time Management: Ready, Set…FOCUS!

0.5

You may have a strong sense of your priorities, an organized desktop, and a well-planned routine, but none of that will get the job done. Now it's up to you to focus – and do it. Many challenges will arise that threaten your focus: distractions, messages, drop-in visitors, competing tasks; not to mention internal saboteurs like temptation, multi-tasking, and procrastination. Any of these can derail your attention and deplete your time, leaving you feeling ineffective and overwhelmed. How do you focus? In this course, you'll learn how to use both personal and interpersonal skills in very specific ways to keep yourself on track for accomplishing your goals. You'll find out how to manage your internal focus deficiencies, make your environment work for you, gracefully decline requests when you need to, and refocus when circumstances change. Get ready to get things done.

12 Being a Receptive Communication Partner

0.5

Interpersonal communication is a two-way street. The 'giver' has the lion's share of responsibility in making sure the communication conveys the correct intent and message. But no one likes to talk to a wall, so in many ways, the response from the communication recipient is as important as the message that's given. When you're on the receiving end of a communication, regardless of whether or not it has been planned or delivered effectively, you must try to be receptive and understand what was intended. This requires two essential skills that most everyone finds challenging to keep sharpened: listening and questioning. In this course, you'll work on sharpening those skills – as well as on getting yourself in the right receptive mind-set for communicating.

13 Be a Better Listener 0.5

How well do you listen? Listening is rarely a hot topic in workplace training, yet the most successful people are almost always trained, excellent listeners. They have mastered a number of discrete skills and are capable of deploying this skillset creatively and adaptively to unique situations to ensure workplace excellence. In this course, you'll review the core of that skillset. You'll come to understand why you should focus on improving your ability to listen and debunk misperceptions surrounding the skill. And finally, you'll begin to explore the skills to hone your listening, including how to give yourself a pop-quiz at the end of a conversation.

14 Roadblocks to Excellent Listening

0.5

Before the most advanced listening skills can be deployed, it's critical to remove the common roadblocks to effective listening. There are listening traps that we all fall victim to from time to time, which diminish our effectiveness. Distractions, both internal and external, may keep us from having the most productive conversation if they're not removed or mitigated. Our thoughts and feelings often become roadblocks to effective listening when our biases, our emotional reactions, or our focus on preparing to speak interferes with our effectiveness. Additionally, a listener's own speech can shut down the flow of information. Finally, a roadblock that everyone faces at some point is boredom. Listening to a boring speaker or topic can provide challenges for effectively receiving and retaining critical information. Fortunately, there is hope. We can all learn to listen better despite boredom. In this course, you'll review techniques for overcoming roadblocks to listening. These will include the tools to remove distractions, to keep thoughts and emotions in check, to avoid conversation killers, and of course, to escape boredom.

15 Interpersonal Communication that Builds Trust

0.5

Communication works best when your intention is clear, your audience is engaged, and your verbal and nonverbal behavior are respectful. When you hit these notes, you'll build trust with the people you communicate with. To maintain that trust, you also have to be aware of and manage emotions – yours and those of others. In this course, you'll explore how a clear intention drives a communication, and how understanding your audience ensures that the message gets delivered. You'll also learn how verbal signals, nonverbal behavior, and emotional intelligence can help make or break your communications.

16 Active Listening Skills for Professionals

0.5

Active listening skills are time-tested tools used by professionals in a wide range of occupations to enhance their work. Psychologists, talk show hosts, or police negotiators may use active listening skills more than any other set of skills. Though you may not be counseling someone in distress, getting a celebrity to reveal their emotions, or bargaining for hostages, the principles of active listening are the same. Active listening means listening attentively to the speaker's words, meaning, intent, and emotions in an unbiased positive way. Active listening also involves creatively utilizing a blend of discrete skills that can be brought to bear in any conversation to draw out additional meaning, intent, and emotions. In this course, you'll review more advanced listening skills to help you operate more effectively in your workplace. These skills include how to prepare your mind to actively listen, how to actively demonstrate 'I'm listening,' how to draw out thoughts and emotions from speakers, and how to steer conversations and ensure understanding.

17

Communication Methods that Make Sense – and Make Your Point

0.5

Today people rely more and more on mobile devices and 'one-way' communication tools that they often use under the guise of being 'social.' Although it's possible to learn to communicate interpersonally using only technology, it's not always the best or most efficient way to achieve your intended communication outcomes, which are most typically to inform, give feedback, or influence. Interpersonal communication is just that – personal. So the further you stray from communication methods that are rich in personal attributes (you can hear someone, see someone, use body language, interact with others) versus light in personal attributes (impersonal, one-way, static), the more apt you are to have a one-way, 'telling' type of communication. In this course, you'll learn how to select the best communication methods to convey your intention and target your audience. By doing so, you improve the odds of getting your message across, making your point, and leaving your audience feeling informed, enlightened, and engaged.

18 Communicating with Professionalism and Etiquette

1

Organizations rely on proper communications to build strong relationships among employees and develop their customer base. Those who excel in professional environments understand the difference proper communication etiquette makes in demonstrating professionalism and competence. Following the accepted norms and behaviors of communicating in the workplace can help you to ensure that your messages are conveyed as you intended. Observing norms enables you to build and nurture your relationships with colleagues, subordinates, and superiors. This course strengthens your ability to communicate in a professional manner. It walks you through the etiquette of speaking to others in person, as well as on the phone. It then explores the often neglected common rules of written communication, particularly with regard to e-mail. And it considers appropriate ways of communicating using online chat, the best way to conduct yourself during conference calls, and how to set up and use voicemail effectively.

19 Culture and Its Effect on Communication

1

Effective communication is always a challenge, and when diverse cultures are introduced, good communication can become even more challenging. In today’s global economy, understanding how context, style, beliefs, and value systems influence the way we communicate and decode others' messages is more important than ever. This course attempts to explain various dimensions of a culture and how they affect the communication between individuals from different cultures by identifying the requirements of successful cross-cultural communication. The course takes you through the communication styles for high or low-context situations and provides some key guidelines to improve your cross-cultural communication based on Hofstede's cultural dimensions model.

20 Using E-mail and Instant Messaging Effectively

1

In today's fast-paced world, information is sent and received more rapidly than ever before. But how do you ensure that the messages you are sending are effective, acceptable, and will be taken seriously? The use of proper e-mail etiquette is the cornerstone for ensuring your message gets across quickly, appropriately, and concisely. This course covers the basic requirements for using e-mail to communicate effectively. Specifically, you will be introduced to tried-and-true guidelines for e-mailing effectively, fundamental elements every e-mail should contain, and the importance of keeping e-mails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of e-mail.

21 Managing Your E-mail

1

E-mail has had many positive effects on our lives, but it has also increased dramatically the volume of communication and the amount of information that the average office worker needs to process every day. To stay on top of things, you must sort, file, respond to, or delete every e-mail that comes to you in the run of a business day. But how do you balance this time-consuming task with the rest of your responsibilities so that it doesn't overwhelm you? This course introduces techniques for managing e-mail effectively. Tips for using folders and filters to organize e-mails for increased efficiency are addressed, and guidelines on what e-mails are OK to immediately delete are also covered. The course also provides direction on how to recover important information should you lose an e-mail.

22 Addressing and Redistributing E-mail

1

Out of all the e-mails you've received in the past work week, how many have left you scratching your head, wondering why you received it in the first place? How many of those e-mails have you asking what exactly that e-mail has to do with you? With e-mail's prevalence as one of the main forms of communication in business today, it's essential that when sending an e-mail you get the distribution list right. Sending an e-mail to the wrong person, or excluding the right person, is just as ineffective as dialing the wrong number on the phone, leaving a message anyway, and expecting a return call from the right person. This course covers the techniques for addressing and redistributing e-mails appropriately. Specifically, you will be introduced to the best practices for deciding who to send e-mails to, and how to flag e-mails appropriately. The course also covers proper etiquette for forwarding e-mails and using reply and reply all. Finally, the sensitivities of copying an e-mail over someone's head are addressed.

23 Solving Problems: Framing the Problem

0.5

Clearly articulating a problem requires asking the right people the right questions. Having all that information will make finding the root cause easier than if you tried to solve the problem in isolation. Framing the problem accurately requires finding out who affects and is impacted by the problem. It also requires identifying the reason(s) the problem exists. In this course, you'll learn how to identify stakeholders and effectively elicit their input. You'll find out how the causes of problems can lie at different levels of the organization, and you'll learn techniques to uncover the root cause.

24

Solving Problems: Generating and Evaluating Alternatives

0.5

Before generating alternative potential solutions to a problem, it's helpful to have a sense of the 'ideal state' – what the situation would look like if people had a magic wand. This provides some direction to those coming up with new ideas. After all, it's helpful to know if you're heading north or south before leaving your driveway, right? Once ideas and alternatives are on the table, evaluating which ones are the best to implement can be a daunting task. In this course, you'll first learn how to elicit descriptions of ideal states. Next, you'll find out how to use basic techniques for generating and evaluating alternative solutions to a problem. Finally, you'll learn to recognize and avoid common pitfalls that can occur while generating and evaluating alternatives.

25 Thinking Critically: Coming to Terms with Assumptions

0.5

Assumptions are necessary to help us make sense out of our world. Often we are not even aware we are making assumptions. Where critical thinkers differ is that they are able to spot the assumptions that are being made by themselves and others, and they take steps to find out if these assumptions are justified by evidence. They also check to see what others are thinking before starting down a path of thinking that snowballs into some inaccurate conclusion. Assumptions can get in the way of thinking rationally, critically, and unemotionally. We cannot eliminate all assumptions, but we can do a good job coming to terms with them as a natural, sometimes helpful, but often problematic part of our thinking process. This course defines what assumptions are, describes how different kinds of assumptions may be appropriately challenged, and covers the importance of seeking out the perspectives of others as a check on your own assumptions.

26 Thinking Critically: Getting Your Arms around Arguments

0.5

The word 'argument' can mean a spat between people, or a lawyer's statement in court. In the field of critical thinking, an argument – like an assumption – is an expected part of the process of reaching a logical, well-thought-out conclusion and outcome. You and others regularly make arguments – because you want to make a point, or move an issue forward. An argument typically has a rationale and a conclusive statement, both deserving of exploration and questioning. When you say or hear words such as 'this is because' or 'so, therefore' – you're usually making or facing an argument. In this course, you'll learn to identify arguments, recognize persuasion techniques, explore arguments for accuracy and logic, and marshal arguments of your own.

27

Thinking Critically: Drawing Conclusions with Confidence

0.5

Drawing conclusions is an appropriate expression because concluding – when thinking critically – often involves mapping out data and making it visual. When drawing conclusions, you analyze and weigh the data, information, and sources you have to support taking action. Even if you've verified assumptions and evaluated a variety of arguments related to an issue – you still have to reach the point of conclusion. A good conclusion is based on sorting through and out the data, getting critiques from others, and drawing it out/depicting it in a way that others can understand. In this course, you will analyze the process of drawing a conclusion into its logical components. You'll also learn about the use of questions and diagramming tools to assist in this process.

28 Diplomacy and Tact for Every Day

0.5

Imagine a world where people always say what’s on their mind with no filters. This is a world where you are informed at a lunch meeting that you have lettuce in your teeth, where it’s announced at the staff meeting that a project has been delayed because you forgot to send an e-mail, or where your co-workers openly roll their eyes when you ask a question they think is embarrassingly basic. This is a world without diplomacy and tact. Utilizing Tact and Diplomacy is important when engaging in difficult conversations, but these skills are just as important in our day-to-day work environments. People who communicate with diplomacy and tact will be notable and noticed for their ability to communicate across all levels of an organization in a way that puts people at ease and inspires confidence. In this course, you'll explore diplomacy and tact, and recognize the difference between them and the value they bring to you and your work environment. You'll also review situational awareness, how to choose words to avoid a meltdown, and how to apologize with grace.

29 Connecting with Others through Diplomacy and Tact

0.5

Communication is connecting. Connecting requires insights into others’ minds. The first step in connecting with sensitivity is seeing others as fully human. We should recognize that an egocentric perspective can be a barrier to bridging the distance between ourselves and others. Another barrier to communication is failing to recognize that our way of seeing the world is not the only way; we can’t assume those we’re communicating with see things the same way. It's also important to understand how our biases, stereotypes, and expert knowledge can become barriers to effective communication. The essence of communicating with tact and diplomacy is overcoming these barriers and engaging with the minds of others. In this course, you'll explore methods for developing empathy with others, for framing yourself properly, and for removing personal biases.

30 Using Humor with Diplomacy and Tact

0.5

Some of us may shy away from humor in the workplace for fear of saying something inappropriate or being perceived as unserious. When used properly, however, humor can be a tool that enhances tactful communication. Humor can benefit a work environment by creating opportunities for bonding through shared experiences and by encouraging a relaxed environment that facilitates heightened creativity, engagement, and productivity. Individuals can benefit by using humor to forge beneficial connections. People like to laugh and generally like the person that makes them laugh. In this course, you'll review how to employ humor during everyday situations, in conversations and during meetings, and to defuse conflict.

31 Diplomacy and Tact in Challenging Situations

0.5

Being able to interact with diplomacy and tact smooths the daily routine in any workplace. But in every workplace there are times when the daily routine is broken by some unpleasant event, situation, or task. At some point in our careers, we will likely all be faced with some very specific communication challenges: dealing with a difficult personality or someone with whom we just don’t get along, having to address a sensitive situation over e-mail, or correcting someone in a position of power such as a boss or client. These are the times when your ability to deploy diplomacy and tact with aplomb will serve you especially well. In this course, you'll review techniques for navigating difficult working relationships, creating diplomatic and tactful email, neutralizing angry co-workers, and handling manipulative or bullying individuals.

32 Being an Effective Team Member

1

A truly effective team is equal to more than the sum of its parts. And it takes the dedication of every member of the team. Effective team members go beyond themselves and their personal desires and goals. If you want to be an effective team member, your challenge is to put the team first, which means maximizing your contributions to help the team accomplish its purpose. This course covers strategies and techniques to help you become an effective and valued member of your team. Specifically, you'll explore ways for adopting a positive approach to being on a team, like recognizing the benefits of working on a team and learning to tolerate team member differences. You'll also learn how to work proactively and collaboratively with members of your team as you achieve your team's goals.

33 Effective Team Communication

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Regardless of how talented the individual members of your team are, they can only get your team so far alone. To maximize their potential, teams rely on the participation, input, and opinions of all team members. Learning to speak up and encouraging others to open up are important to a team's success. Effective communication is the fuel that will keep your team going to the finish line. In this course, you'll learn the importance of fostering a team environment that encourages open and supportive communication. You will learn to recognize common verbal barriers that can seriously interfere with team productivity and learn strategies for eliminating those barriers. This course also covers active listening and presents techniques for listening more effectively to teammates, thereby encouraging the sharing of ideas within the team.

34 Elements of a Cohesive Team

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Three elements are always present in any effective, cohesive team: open communication, cooperation, and trust. Like the strands of a cord, these elements hold the team together and give it strength. Without these elements, team members will not participate fully in team activities and they won't find true satisfaction in their work. When trust and open communication is present, ideas flow and people find solutions to problems. When there's cooperation, team members feel connected to each other, and morale is high. This course introduces techniques for building a cohesive team and highlights how poor communication, a trust-deficient atmosphere, and a lack of cooperation among team members leads to failure of the team achieving its goals. This course covers what needs to happen in order to reach true unity and cohesiveness, which will in turn take the team to new heights.

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Getting Results without Direct Authority: Building Relationships and Credibility

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How can you get results if you don't have authority? Cultivating relationships and establishing credibility are necessary, because they allow you to influence others. If you have effective influencing skills, you'll be able to get what you need or want from others – whether it's your boss, a peer, or someone in a completely different department. Effective influencing, however, requires that you know how to build good relationships, and that you have credibility. You won't be able to ask someone for help if you have antagonized that person, or if you haven't followed through on promises you made. In this course, you'll learn how to develop relationships and build credibility so that you can get the results you need at work. You'll also find out how being able to influence others benefits you.

36 Adapting Your Conflict Style

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Everyone has their own unique personality style. They also have a preferred style for dealing with conflict. Do you avoid conflict? Or do you take charge in a conflict situation? Perhaps you have a more cooperative approach? When working with others who have different styles, and when facing different conflict situations, we all have to adapt. In this course, you'll learn about the different conflict styles, including when and how to use them. You'll find out about the importance of adapting your style in response to others' styles and the particular situation you're in. Finally, you'll learn how to deal with a difficult individual in a conflict situation.

37 Preventing Unhealthy Workplace Conflict

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Conflict, when hurtful or unresolved, puts distance between people who need to work together, and often results in a loss of talent. 'Not getting along' shouldn't be the reason people fail to contribute or leave organizations. Dealing with conflict when it is in your face is one thing, but preventing it comes first. This means accepting that conflict may occur, understanding the sources of potential conflict, preventing unnecessary conflict by watching for signs, and making sure you and others know what is 'off limits.' In this course, you'll learn about the benefits of healthy conflict, as well as typical sources of conflict. You'll find out how to recognize the signs of unhealthy conflict and take steps to prevent it. In addition, you'll learn when it's appropriate to report a conflict.

38 Working Out and Through Conflict

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When you are dealing with workplace conflict, emotions get stirred up, and many people want conflict to 'go away.' But in most cases it won't go away on its own, so you need to choose a course of action. Sometimes it just means making peace with yourself or a situation. Other times, you may need to make trade-offs. If your choice is to deal with it straight on, you need a process. In this course, you'll learn how to work through conflicts smoothly by using a structured conflict resolution process. You'll also learn about techniques for getting the process back on track if difficulties arise.

39 Identifying and Managing Customer Expectations

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Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

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Customer Service Fundamentals: Building Rapport in Customer Relationships

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Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

41 Customer Service Confrontation and Conflict

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How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

42

Principles of Accounting and Finance for Non-financial Professionals

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Finance and accounting are at the heart of every business. These functions deal with recording, summarizing, and analyzing financial information across all departments for decision making, directing, and controlling their resources and activities. Every activity or non-activity in an organization has financial implications and financial acumen is expected at every organizational level. Professionals and functional managers in every department and functional area should have a certain amount of comfort and familiarity with the basic accounting and financial concepts, processes and practices so that they can use it to better manage and control their activities and make decisions that support organization's larger goals. This course aims at familiarizing non-financial professionals with basic accounting and financial concepts. You are introduced to key finance and accounting terms and concepts such as the accounting equation, accrual-based accounting, financial risks and returns, and basic accounting principles. This course also takes you through the steps in the accounting process and helps you recognize how business transactions affect various financial statements and the bottom-line of your business.

43 Issue-focused Negotiation: Are You Ready?

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People often see negotiation as a matter of sticking to your 'position' while playing tug-o-war. But taking 'positions' involves an emotional/ego component inevitably leading to a dead end in negotiation. Instead, focus on the issue at hand, and learn strategies to communicate effectively and avoid falling into 'positions.' It takes the right mindset, essential communication skills and a toolbox of strategies to deftly handle any tricks the other party tries to use on you. This course will teach you how to stop playing...and stop being played.

44 You and Your Negotiating Counterpart

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We all have emotions, motivations, and unique personalities. You'll need to accept and integrate that into your negotiating strategy. Most people are so busy with their own interests that they do not fully realize the other person's issues. This course will help you build critical components of a good negotiating relationship, including mutual trust, a deeper understanding of where your negotiation counterpart is coming from, a set of techniques to use when faced with different personalities, and a plan for getting them to come along with you.

45 Reaching a Negotiated Agreement

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At this point in the negotiation, you've done what you can to establish a trusting relationship, kept focused on the issues, and adapted your approach to optimize your influence with your counterpart. The finish line may be in sight, but it's not yet a guarantee. The object of negotiation is to come to and confirm an agreement. When you started the negotiation you asked questions. At this point you're focusing on the answers. In this course, you'll learn how to think creatively about solutions to maximize your chances of arriving at a mutually beneficial agreement with your negotiating counterpart. You'll also learn how to facilitate that agreement – even amid resistance from the other party.

46 Making and Carrying Out Tough Decisions

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You've defined the problem, generated ideas for how to resolve it, and narrowed down your options. The time has come to make a final decision. What do you do? In this course, you'll learn how to make a smart decision by paying attention to key criteria, such as costs, time constraints, and alignment with organizational goals. In addition, you'll find out about different decision-making styles and ways to plan and manage the implementation of a solution. You'll also learn about the importance of evaluating how the implementation went and, last but not least, of celebrating your efforts and accomplishments.

47 Mastering Active Listening in the Workplace

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Success in the most difficult professional conversations can depend on the creative deployment of Active Listening Skills. There are critical moments in our professional lives where the Active Listening toolkit can make the difference between excellence and failure. Whether it be addressing the angry client, emotional subordinate, evasive witness, or hesitant buyer, effective listening can be the foundation of how you navigate and control the conversation, and achieve the results you desire. Excellent and persuasive communicators employ a creative blend of the skills tailored to each unique situation.In this course, you'll review the skills and techniques for mastering Active Listening. You'll learn to trust the process, engage evasive speakers, effectively steer emotionally charged conversations, and apply Active Listening within sales and negotiation scenarios.

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Getting Results without Direct Authority: Persuasive Communication

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Communicating persuasively is key when you want to get results in situations where you don't have direct authority. To communicate persuasively, it's important to think from the other person's perspective. How and what you ask, and the sincerity of your concern for addressing the other person's interests, will help smooth the way to getting the results you need. This course presents strategies for communicating persuasively when you don't have direct authority. It also describes ways to remain persuasive even when you face resistance from the person you are addressing.

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Communication Challenges: Navigating Choppy Waters

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Everyone has experienced miscommunication. Have you ever dealt with someone who seems unable to 'hear' the message you're sending? Or have you ever had to deliver a message that you knew would be hard for the other person to accept? Maybe you've even found yourself in a disagreement with someone that was so significant that it completely shut down your communication. Communication gets tough when the message is difficult. And because these challenges typically involve emotions such as hurt, anger, or confusion, it's not uncommon for people to avoid one another or shut down, preventing what could be a productive exchange at many levels. In this course, you'll examine some common communication challenges and how you can successfully navigate them. By showing patience, perseverance, and accountability, you can get communication back on track and reach mutual understanding and agreement.

50 Communicating Across Cultures

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Communicating effectively across cultures can be very difficult. Not only must you pay attention to the cultural distinctions of your audience and adjust your style to them, but you also need to adjust your style to different forms of communication. This course offers guidelines and best practices for speaking and writing across cultures. The course also highlights the importance of keeping your audience's cultural expectations in mind when creating presentations and how to make your presentations effective in a variety of cross-cultural settings. Finally, the course provides a chance to practice communicating effectively through scenarios involving high- and low-context cultures.

Section 4: Contact Information

For questions, comments, and recommendations on the Allegion product training courses, videos, and classes:

Dawn Orem

Training Director

Allegion

11819 N Pennsylvania Street

Carmel, Indiana, 46032, United States

Office: 317.810.3745

Mobile: 765.753.0565

Email: Dawn.Orem@allegion.com

For assistance with the Allegion Learning Center:

Cheri Flanagan

Continuing Education Manager

Allegion

11819 N Pennsylvania Street

Carmel, Indiana, 46032, United States

Office: 317.810.3300

Email: Cheri.Flanagan@allegion.com

mailto:Dawn.Orem@allegion.commailto:Cheri.Flanagan@allegion.com