Online Background Information eLearning - Training Resources

Preparing for Business Crises Effective preparation is the key to almost any project or undertaking. This is especially true of crisis management, where you actually have to prepare for unforeseen events. This course starts by providing basic background information on business crises. The course then provides specific tools that you can use for anticipating business crises, and processes for developing crisis management  more...

Sales Skills The Fundamentals ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe and implement the six steps of the sales process. Identify reasons to collaborate with clients. Avoid basing your sales strategy on common sales myths. Determine your motivation for becoming a  more...

Sales Skills Prospecting Addressing Needs ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe and implement the six steps of the sales process. Avoid traditional sales styles. Understand people's decision-making practices. List five points to remember about people's decision-making  more...

Sales Skills Overcoming Obstacles ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe and implement the six steps of the sales process. Avoid basing your sales strategy on common sales myths. Identify a client's key issues. Differentiate between a benefit and a feature.  more...

Sales Skills Gaining Customer Commitment ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Correctly list the six basic steps of the sales process. Obtain a client's written consent to complete the sales process. Correctly list three actions you must complete before a client will commit to buying.  more...

Sales Skills Developing a Winning Strategy ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Correctly list the six basic steps of the sales process. Identify three selling strategies. Simulation Overview: In this simulation, you will meet with Jack Sullivan, Icon's Regional Vice President of Sales,  more...

Sales Skills Effectively Closing a Sale ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) List the six basic steps of the sales process. Identify what skill can help you close sales. List two steps you must complete before closing a sale. Simulation Overview: In this  more...

Principles of Marketing Fundamentals of Marketing ...Marketing Director, James and Carol will provide you with background information and recommendations, but you will need to make the final decision on developing the marketing mix. You will need to consider the elements that go into a marketing mix to make choices that help Icon reach its profit goals for each product. Unit 3: Market Identification (1 hour) Identify a  more...

Self Development Motivating Yourself to Perform ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the benefits of motivation. Use motivation to improve your performance. Achieve three goals to increase your motivation. Simulation Overview: In this simulation, you will be  more...

Self Development Increasing Your Assertiveness ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify three basic behavior styles. List four benefits of assertive behavior. Identify three factors that influence assertive communication. Simulation Overview: In this simulation,  more...

Organizational Skills Managing Information ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand how managing information benefits organizations. Recognize the sources of information overload. Know how managing information prevents information overload. Identify important goals when managing  more...

Organizational Skills Time Management ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of time management. Recognize the myths of time management. Differentiate between effective and efficient performance. Identify time control problems. Perform  more...

Creativity Innovation Thinking Creatively ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the nature of creativity. Identify what types of creative individuals exist. Describe how much an individual's use of creativity changes. Understand that creative thinking is both a mental and  more...

Interpersonal Communication Listening Skills ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Recognize why listening is important. Understand how listening is beneficial. Increase productivity by listening. Avoid common misconceptions about listening. Understand the  more...

Interpersonal Communication Effective Communication ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the seven elements of communication. Understand why effective communication is important. Manage the roles of communication. Know the steps of the communication process.  more...

Interpersonal Communication Telephone Skills ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of telephone skills. Recognize how your telephone skills affect your company's image. Provide efficient customer service through good telephone skills. Incorporate positive personal  more...

Effective Presentations Planning a Presentation ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) State the reason why effective presentations are important. Identify the six common types of presentations. List the steps in the process for planning a presentation. Simulation Overview:  more...

Effective Presentations Essentials of Persuasion ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe the challenge of persuasion. Apply two guidelines for using persuasion ethically. Simulation Overview: In this simulation, you will meet with Greg Baldwin, one of Icon's Product Managers, to discuss  more...

Effective Presentations The Presentation Process ...earning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe how messages are successfully communicated. Apply steps for speaking extemporaneously. List the three steps in the presentation process. Simulation Overview: In this  more...

Call Center Inbound Customer Service ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Recognize the importance of call center service. Understand your role as a representative of your company. Know the benefits of satisfying customers. Identify the guidelines you should follow to provide  more...

Workplace Aggression Recognizing Aggressive Behavior ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the behaviors that are considered workplace aggression. Fulfill your responsibility regarding workplace aggression. List the ways that workplace aggression can affect an organization. Recognize  more...

Workplace Aggression Defusing Aggressive Situations ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify when it is most important to address aggressive behavior. Name the personnel that can offer assistance when you are faced with aggressive employees. Understand why communication is important when addressing aggressive  more...

Workplace Aggression Taking a Proactive Approach ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of a proactive approach toward workplace aggression. Follow the three steps that enable you to take a proactive approach. Explain why customization is important when being proactive.  more...

Human Resource Law Equal Employment Opportunity Law ...rney specializing in EEOC compliance. She'll go over some background information and familiarize you with several EEO laws as well as the EEOC itself. Unit 2: EEO Claims (0.5 - 1 hour) Match the three grounds for discrimination claims against employers with their definitions. Identify the definition of bona fide occupational qualification.  more...

Decision Making Problem Solving Decision Making Fundamentals ... Devise objectives given the background information. Establish and compare options in a variety of situations. Address employee groupthink. Identify the best choice from various options. Achieve group consensus about important decisions. Audience This  more...

Decision Making Problem Solving Problem Solving Fundamentals ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Focus on problems appropriately. Understand the different ways problems can be handled. Avoid inadequate responses to a problem. Recognize how poor problem solving affects an organization.  more...

Leadership Development Delegation ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of delegation. Avoid common misconceptions about delegation. Recognize the difference between activity and productivity. Fulfill the roles of a delegator.  more...

Leadership Development Goal Setting ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Recognize the importance of goal setting. Understand the benefits of meeting goals. Make goals work. Translate goals into results. Set goals for more difficult projects.  more...

Leadership Development Leading the Way ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the myths associated with leadership. Know the three components of leadership. Understand the rational and emotional aspects of leadership. Understand why a vision is important to providing  more...

Leadership Development Motivation ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of motivation. Identify the factors that can lead to low motivation. Recognize how increased motivation benefits employees and organizations. Demonstrate actions and attitudes that  more...

Employee Performance Managing Difficult People ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify a difficult person. Understand how a difficult person's behavior affects an organization. Differentiate between resolving conflict and managing a difficult person. Recognize your options when faced  more...

Employee Performance Providing Feedback ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the benefits of providing feedback. Recognize the two forms of feedback. Give feedback with the appropriate focus. Simulation Overview: In this simulation, you will meet  more...

Employee Performance Resolving Conflict ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand why conflicts occur. Know the two kinds of conflict that can develop. Understand how conflict can benefit an organization. Differentiate between conflict resolution and conflict management.  more...

Essentials of Management Succeeding as a New Manager ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand the importance of your attitude when managing others. Differentiate between autocratic and democratic managing styles. Anticipate how employees will react to your new role as manager. Simulation  more...

Essentials of Management Creating a Positive Workplace ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) List the benefits that a positive workplace provides. Differentiate between positive and negative employee behaviors. List the three steps you can take to promote a positive workplace. Simulation Overview:  more...

Essentials of Management Maintaining a Productive Workplace ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define productivity. List the four fundamental input-output relationships. Name the two main influences that can improve productivity. Simulation Overview: In this simulation, you will  more...

Conducting Meetings The Meeting Process ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand why meetings should be conducted. Learn the difference between formal and informal meetings. Recognize common misconceptions about meetings. Simulation Overview: In this  more...

Conducting Meetings Managing a Meeting ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand who can lead meetings. Recognize the different types of meeting leaders. Know the characteristics of an effective meeting leader. Simulation Overview: In this simulation,  more...

Conducting Meetings Effective Meeting Communication ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand what is meant by positive and negative climates. Know the characteristics of both positive and negative climates. Recognize how communication influences whether a climate is positive or negative.  more...

Change Management Managing Change ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the different levels of change. Avoid common misconceptions about change. Recognize how change benefits an organization. Develop good traits of a change leader. Encourage  more...

Change Management Adapting to Change ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) List four truths about change. Identify three common misconceptions about change. Differentiate between change and transition. List the three phases of the transition process.  more...

Facilitation The Effective Facilitator ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define facilitation. Differentiate between a meeting's content and its structure. List the benefits of using facilitators. Identify the types of assignments facilitators handle.  more...

Facilitation The Facilitation Process ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define facilitation. Distinguish between a meeting's content and its structure. Distinguish between a team and a group. Identify two thought patterns that teams use to make decisions.  more...

Facilitation Facilitating Challenging Situations ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the sources of team conflict. List the benefits of team conflict. Distinguish between a debate and an argument. Apply steps to foster healthy debates. Simulation Overview:  more...

Team Management High Performance Teams ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the characteristics of teams. Differentiate between groups and teams. Develop the qualities of a good team leader. Recognize the lifecycle of a team. Simulation Overview:  more...

Team Participation Teamwork Fundamentals ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Understand how teams benefit organizations. Recognize the differences between traditional and self-directed work teams. Determine the optimal size of an effective team. Identify the main categories of teams.  more...

Team Participation Team Communication ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) State the reason open team communication is important. List two elements that determine appropriate team behavior. Identify the factors that cause breakdowns in team communication. Simulation Overview:  more...

Team Participation Resolving Conflict in Teams ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) List the three symptoms of conflict. Differentiate between the content and process of conflict. Describe why a lack of team conflict is unhealthy. Simulation Overview: In this  more...

Team Participation Decision Making in Teams ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) List the benefits of collective decision making. Explain divergent and convergent thinking. Apply the rules for making team decisions. Simulation Overview: In this simulation, you will  more...

Virtual Teams The Fundamentals ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define virtual teams. Identify the elements that add complexity to virtual teams. Differentiate among the types of virtual teams. List the benefits of serving on a virtual team.  more...

Virtual Teams Communicating Effectively ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define virtual teams. Identify the importance of open communication in a virtual team setting. Identify the importance of a virtual team's norms and roles. Distinguish between the two types of meanings words  more...

Virtual Teams Participating in Virtual Meetings ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Define a virtual team. Identify the types of meetings conducted in a virtual setting. Differentiate among the types of work completed by virtual team members. Simulation Overview: In  more...

Self Development Balancing Your Personal Professional Life ...l Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Identify the elements of a balanced life. Identify the negative effects of stress. Simulation Overview: In this simulation, you will be meeting with Louis Scott, one of Icon's Human Resources Assistants.  more...