Online Behavior eLearning Training

Setting Performance Goals and Expectations ...tand what is expected of them in terms of performance and behavior. This course has tools and methods for collaboratively establishing goals and specific performance criteria for all employees. There are tips to help you obtain commitment to the goals and methods to help you review performance goals regularly. It also includes documentation guidelines and techniques to help you get results more...

LBD: Assessment and Instruction Provides an opportunity to explore the variety of teaching methods, technology, media, resources, and materials that may be used for effective teaching of students with learning and behavior disorders. more...

LBD: Understanding and Managing Behavior Examines why individuals behave the way they do and how behavior may be taught, changed, or modified. Historical foundations of the study of behavior and behavior managements, cultural influences, and ethical and legal concerns are also addressed. more...

LBD: Assessment of Social Behavior Describes the purposes of behavioral assessment, which includes screening, problem identification, treatment selection, and intervention evaluation. more...

LBD: Behavior Changes Models Explores the models for behavior change in students with learning and behavior disorders. more...

LBD: Behavior Reduction and Challenges Describes behavior reduction strategies, such as employing effective procedures to handle various challenging behaviors. more...

Cisco Building Scalable Networks Part 1 - Advanced Routing Principles Within the range of expected student abilities stated in the prerequisites, some students may need a little more review than others. This first part of the course provides a refresher for those students who need to be brought up to the same level as the more experienced students. The material for this part of the course is expected to be drawn from chapters 2 and 3 of the ILT. This first course in more...

Employee Performance: Managing Difficult People Employee Performance: Managing Difficult People will help you develop the skills needed to address a difficult person according to their specific behavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's more...

Excellence in Service: Building a Customer Service Team In Excellence in Service: Building a Customer Service Team, participants learn techniques to help them select qualified employees, as well as how to conduct an interview. Participants will also learn how to train and empower employees and how to reinforce and recognize desirable behavior. more...

Sexual Harassment: What Managers Should Know (Service) Sexual Harassment: What Managers Should Know educates managers about sexual harassment and supports their role in ensuring compliance with EEOC guidelines. Participants learn about the behaviors that constitute sexual harassment, gain an understanding of the legal problems it can cause, and receive guidance on enforcing your company's sexual harassment policy. more...

Sexual Harassment: What Managers Should Know (Manufacturing) Sexual Harassment: What Managers Should Know educates managers about sexual harassment and supports their role in ensuring compliance with EEOC guidelines. Participants learn about the behaviors that constitute sexual harassment, gain an understanding of the legal problems it can cause, and receive guidance on enforcing your company's sexual harassment policy. more...

Assessing Customer Behavior ...TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a positive one for both the customer and the TSA handling more...

Inbound Call Center Management Leadership Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware more...

Working With Internal Customers Excellent customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and more...

Managing Challenges in Customer Service During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all more...

Call Center Customer Service Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting. more...

Call Center Communication Skills Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, more...

Consulting with the External Client Simulation Modern corporations employ consultants for their experience, knowledge, and skills. The primary responsibility of these consultants is to facilitate decision making for senior management. To do this, external consultants gather information using proven techniques, analyze current business situations with specific diagnostic methods, and make recommendations based on those processes. In this more...

Managing Conflict Stress and Time Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage more...

Working with Difficult People Recognize Work Styles Working with Difficult People: Recognise Work Styles, is the twelfth of fourteen courses in this curriculum. After the completion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The Stress Management curriculum presents easily adopted techniques for more...

Balancing Stress Devise a Stress Control Plan ... implement guidelines for assertiveness in life, classify behavior types in terms of a widely used and accepted model, identify strategies to modify behavior types and develop an action plan for tackling stress. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of more...

Selecting Your Strategy Legal and Ethical Concerns Selecting Your Strategy: Legal and Ethical Concerns, is the last of eleven courses in this curriculum. After the completion of this course you will be able to identify legal constraints to consider while negotiating, recognize how ethical standards vary between individuals and analyze unethical tactics to defuse improper behavior. The Negotiation Strategies curriculum helps today's busy more...

Strategies for Facilitating Critical Thinking Workplaces are not typically associated with reflection or critical self-reflection, ideas that are often considered 'soft' to the bottom-line, results-oriented world of business.... Yet, paradoxically, reflection is becoming more part of the lifeblood of organizations in today's economic environment. Victoria Marsick's words illustrate why businesses can no longer thrive on the unexamined more...

Communicating Successfully Assert to Achieve This course assesses the benefits of assertive behavior and provides suggestions to implement these strategies to maintain confidence and control of potentially difficult situations without resorting to submissive or aggressive behavior. All levels of professionals who supervise the performance of other staff members. more...

Organizational Behavior Organizational Dynamics for Individuals Organizational Behavior: Organizational Dynamics for Individuals defines organizational behavior and identifies the variables and characteristics that influence an individual's behavior in the workplace. Managers, supervisors, team members, and anyone who is interested in improving the behavior variables within their organization. more...

Organizational Behavior Organizational Group Dynamics Organizational Behavior: Organizational Group Dynamics defines groups and teams and explains processes for decision making and managing conflict within the organization. It also covers the communication styles and channels used by members of an organization. Managers, supervisors, team members, and anyone who is interested in improving the behavior variables within their organization. more...

Organizational Behavior The Organizational System Organizational Behavior: The Organizational System defines organizational structure and culture and explains their impact on employees. It also teaches how to perform a job analysis to determine whether an organization's job designs are appropriate and gives options for job redesign. Managers, supervisors, team members, and anyone who is interested in improving the behavior variables within their more...

Management Development for Technical Professionals If you have ever considered moving up to a managerial position, certain personal and professional traits will be necessary when you make that move. In addition to the skills you have as a technical professional, you need to develop the skills of effective managers. This course will assist you in a self-assessment process that is essential to your efforts to become an effective manager. You will more...

Achieving Success with the help of a Mentor Perhaps you want to ask an expert in your field or organization to mentor you. Maybe a manager has offered to guide you up the organization ladder. Or perhaps you're participating in an organizationwide mentoring program. Whatever the case, you'll want to make the most of having a mentor in your corner. In "Achieving Success with the Help of a Mentor," you'll learn how a mentor can help you guide more...

Becoming a Manager What does becoming a manager involve? What skills are needed to be a good one, and what will others expect of you? These are all natural questions for anyone who is about to become a manager, or who has recently been promoted. Moving into a first management role represents possibly one of the biggest changes in your working life. The transition from player to manager is an exciting, but more...

Coaching for Business ...the ways it impacted traditional managerial attitudes and behavior. This course ensures that those responsible for coaching will know what their roles are, and thus be better placed to unlock the potential of individuals and teams, to maximize performance and effectiveness, and enhance personal satisfaction in their own work. This course applies to anyone in an organization who has a role in more...

Dynamics of Leadership Can anyone, regardless of company status, be a leader? Yes Leaders can be found at all levels in the work force. When you're learning how to lead, is it possible also to be responsible for discovering new future leaders? You bet it is. Even though you aren't in management, do you have the power to influence someone to change his behavior? Again, the answer is yes. In this course, you'll learn how more...

Introduction to Work Force Generations Why do people seem so different in what they value, how they live, and how they behave at work? The worlds your co-workers grew up in may have been very different. There are four generations interacting in the work world of today: the silent generation, baby boomers, Generation X, and Generation Next. The differences among these four generations can cause major differences in behavior and more...

Leading Generations X and Next ...ned. A separate "threaded" topic shows a Gen X employee's behavior in a protracted work scenario. The third lesson looks closely at the youngest group of workers--Generation Next. Separate topics look at this generation's work traits and career potential. The last "threaded" topic shows a Generation Next worker interacting with others in a protracted work scenario. Managers, human resource more...

Leading the Workforce Generations Simulation The twenty-first century marks a new development in the workplace. Technology has changed the way we do business. We are faster, busier, and more knowledgeable. Not only do we have vast technological resources available to us; we are also the first to have personnel resources. The workforce today has seen and experienced the world change in different ways. It would not be uncommon for one worker more...

Organizational Learning Transferring Knowledge within an Organization In Organizational Learning: Transferring Knowledge within an Organization, you will learn to use management tools and identify challenges encountered when using technology for knowledge transfer. You will also learn how to encourage knowledge transfer through employee empowerment and incentives, as well as how to address and overcome transfer reluctance. Managers, supervisors, and executives who more...

Sexual Harassment in the Workplace HRCI PHR The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including issues related to the prevention of discrimination and harassment. The (HRCI) certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals' competencies. HRCI is an affiliate of the Society more...

Non-union Work Environments HRCI PHR The Human Resource Certification Institute's (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professional's competencies. As a human resources professional, you are responsible for more...

Introduction to Economics Basic Concepts in Microeconomics Basic Concepts in Microeconomics builds on the general principles introduced in The Principles of Economics by introducing the learner to microeconomic concepts and issues. Such things as market behavior and decision-making, consumer choice and preference and the factors that motivate firms are covered across a range of informative lessons situated in real-life scenarios. This course is aimed at more...

Overview of Managerial Accounting Managerial accounting is an activity that provides financial and nonfinancial information to business managers and other internal decision makers of an organization. This course examines how managerial accounting information is gathered, and how it is used by business professionals to make effective decisions. Lessons such as fundamentals of managerial accounting, cost accounting concept, and more...

Behavior Putting Your Best Foot Forward Are you interested in taking charge of your career? Would you like your job to be more interesting, to offer you more challenges? Today's workplace offers more opportunities than ever for administrative support professionals to assume more responsibility and be more active in office decision-making. This course will show you some ways to assess yourself to ensure you're ready to work towards a new more...

Workplace E - Workplace Attitudes This course presents the employee perspective on discrimination and harassment.You will learn which aspects of employment are influenced by an equal opportunities policy; how to recognize, respond to, and avoid discrimination and harassment; and the warning signs of and responses to violent behavior. All employees within an organization, whether new hires or as a refresher program for long-term more...

Workplace Manager Workplace Attitudes This course describes your role, as a manager, in carrying out the company's legal responsibilities and policies relating to discrimination and harassment. All employees within an organization, whether new hires or as a refresher program for long-term employees. more...

Union Awareness According to the U.S. Department of Labor's Bureau of Labor Statistics, in 2004, 12.5 percent of wage and salary workers were union members--down from 12.9 percent in 2003. Why is membership declining? Perhaps the growing number of laws in place to protect workers prevents the necessity of unions, or perhaps the nature of the work itself has changed. Regardless of the decline, workers still have more...

Employee Sexual Harassment Awareness ...ts identify two types of sexual harassment, and recognize behaviors that may be considered sexually harassing in the workplace. Participants will also learn about courses of action available to victims, as well as the rights of employees, and the responsibilities of employers relative to sexual harassment in the workplace. This one-hour course can help your company demonstrate its commitment to more...

Supervisor and Manager Sexual Harassment Awareness Sexual harassment can have a very negative impact on victims, offenders, and the company in which the offense occurs. There are many forms of prohibited conduct that can create a hostile working environment. Training managers and supervisors about the areas of prohibited conduct is an important part of reducing liability. Company managers have an additional responsibility to both their employees more...

Dealing with Sexual Harassment Simulation You're a junior underwriter at HWCK Insurance Company. The company has over 20,000 employees, and you began working there just ten months ago. Sexual harassment training was an element of your new employee orientation. Your boss, the life underwriting manager, has always been nice to you, but lately has begun complimenting your appearance in ways that you feel are inappropriate. When your boss more...

Managing Sexual Harassment Problems Simulation ...is to illustrate ways of responding to sexually harassing behavior. The types of responses the simulation presents are not intended to apply to all situations. Other responses may be as appropriate or effective, or more so, in particular situations. Individual employees will need to decide, on the basis of their own specific circumstances, how best to respond. Employees who are uncertain how to more...

Managing Workplace Harrassment Complaints You're the general manager of a corporately owned branch of Pennywise Rental Car, one of the largest car rental companies in the world. The company has provided you with workplace harassment training for managers. All of the employees at this particular Pennywise location report to you. When one of the rental agents, Violet Pham, comes to you to complain that her shift supervisor, Cliff Kinsler, more...

Supervisor and Manager Sexual Harassment Awareness Multi-State Edition Sexual harassment can have a very negative impact on an organization's work environment. Managers and supervisors have a responsibility to both their employees and their company to know their role in preventing and responding to sexual harassment. This role includes knowing the laws, guidelines, policies, and resources for correcting, preventing, and investigating sexual harassment complaints. more...

Using Dreamweaver MX to Develop ASP NET Applications To describe how to insert and update data into web pages, how to create a search form and results page, and how to secure, test, maintain, and deploy a web site in Dreamweaver MX Web professionals; home users and end users wishing to use Dreamweaver MX to create database-driven web applications built on ASP.NET technology more...

Object-Oriented Analysis and Design with UML Exploring System Behavior To explain how to capture a system's requirements with use cases Web developers more...

Object-Oriented Analysis and Design with UML Finding Classes To outline techniques for finding classes from an initial set of system requirements Web developers more...

Object-Oriented Analysis and Design with UML System and Object Behavior To introduce operations and attributes, state and activity diagrams, and to show the importance of a review of the class model Web developers more...

OOAD Dynamic Modeling with UML 2 0 This course covers dynamic modeling with Unified Modeling Language (UML) 2.0. It covers modeling concepts related to the Activity, Sequence, and State Machine diagrams. In the Activity diagram, the course covers the BasicActivities, IntermediateActivities, CompleteActivities, and structured activities packages. In Sequence diagram, it covers frames, interactions, and interaction operators. In the more...

Testing and Instrumenting C Applications To introduce the concepts of software testing and debugging and to describe the use of the Debug and Trace programmatic classes in the .NET Framework class library and the Visual Studio .NET and SDK interactive debuggers Windows developers seeking to update their knowledge of and skills in developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET more...

Testing and Instrumenting Web Applications in C To introduce the concepts of software testing and debugging and to describe how to instrument an application for tracing and debugging in .NET Web developers seeking to update their knowledge and skills when developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET certification more...

Testing and Instrumenting Web Applications in VB NET To introduce the concepts of software testing and debugging and to describe how to instrument an application for tracing and debugging in .NET Web developers seeking to update their knowledge and skills when developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET certification more...

Testing and Instrumenting VB NET Applications To introduce the concepts of software testing and debugging and to describe the use of the Debug and Trace programmatic classes in the .NET Framework class library and the Visual Studio .NET and SDK interactive debuggers Windows developers seeking to update their knowledge of and skills in developing, testing, and debugging software applications in Visual Studio .NET or pursuing MCAD or MCSD .NET more...

Assemblies and Configuration with C in NET To describe the role and structure of assemblies, how to build private and shared assemblies, and how to configure Windows and web applications All .NET application developers more...

Assemblies and Configuration in NET To describe the role and structure of assemblies, how to build private and shared assemblies, and how to configure Windows and web applications All .NET application developers more...

Using Effective Remote Communication To recognize the importance of effective communication and professional workplace behavior Computer technicians who have accumulated 500 hours hand-on experience in a lab or in the field and, ideally, have completed the A Essentials exam (220-601) more...

Security Safety and Communication To understand the role of security in an organization, the importance of following safety and environmental guidelines, and how to communicate with customers in a professional manner The for this path includes entry-level computer technicians who will, by the end of studying this path and before taking the exam, have accumulated 500 hours hand-on experience in a lab or in the field more...

Recognizing Safety Procedures Effective Communication and Professional Behavior To recognize the importance of workplace safety and professional workplace behavior The for this path includes computer technicians who have accumulated 500 hours hand-on experience in a lab or in the field and, ideally, have completed the A Essentials exam (220-601) more...

RF Fundamentals This module discusses the properties of radio frequency (RF) radiation and how its behavior can affect the performance of a wireless LAN. We introduce the uses and properties of antennas and explain the mathematical relationships that exist in RF circuits and why they are important, as well as how to perform the necessary RF math calculations. more...

Troubleshooting Wireless LAN Installations In this module, we discuss the more common obstacles to successful implementation of a wireless LAN, and how to troubleshoot them. Wireless LANs have their own set of challenges, mainly dealing with the behavior of RF signals. There are different methods of discovering when these challenges exist and each of the challenges discussed has its remedies and workarounds. more...

Cisco BSCI 3 0 Tuning OSPF Configurations To enable you to describe OSPF network types, operations, information flows, single area and multiarea routing Candidates for Cisco CCNP, CCDP, CCIP, and Cisco CCIE Routing and Switching and CCIE Communications and Services certifications; network administrators, technicians, and senior network support staff who are responsible for implementing and managing network environments more...

Manageability Enhancements in Oracle9i To describe the manageability enhancements of an Oracle9i database Oracle database administrators; developers interested in the technical aspects of Oracle9i database more...

Electrical Electronics DC Circuits The course content covers analysis of various electric circuits and behavior of various types of components. The course is aimed at individuals working with machinery, maintaining machinery or involved in maintenance. more...

Microsoft Office 2003 New Features for Advanced Users To describe the new features of Microsoft Office Access, FrontPage, SharePoint Services, and Office Publisher 2003 Personnel at all levels of the enterprise, and end users more...

Business Code of Conduct: Ethical Responsibility This course examines ethical responsibility in the workplace by focusing on relationships with customers prospects competition suppliers creditors and employees. identify effects of ethical behavior on the internal constituencies of a company. identify effects of ethical behavior on the external constituencies of a company. identify features of a corporate code of conduct. identify issues that a more...

Employee Performance: Managing Difficult People In "Employee Performance: Managing Difficult People " you will learn to develop the skills needed to address a difficult person according to their specific behavior. In this course you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the more...

Cisco Building Scalable Networks Part 1 - Advanced Routing Principles Within the range of expected student abilities stated in the prerequisites, some students may need a little more review than others. This first part of the course provides a refresher for those students who need to be brought up to the same level as the more experienced students. The material for this part of the course is expected to be drawn from chapters 2 and 3 of the ILT. This first course in more...

Excelling at Customer Care: Customers Define Success Excelling at Customer Care: Customers Define Success is the forth of eleven courses in this curriculum. After the completion of this course you will be able to identify the major trends in customer service today identify the combination of criteria required for customer satisfaction identify the emotional criteria that influence customer behavior and identify the emotional starting points that more...

Object-Oriented Analysis and Design with UML Part 2: Analysis, State Diagrams and Activity Diagrams This second course in the series focuses on analyzing and modeling system behavior. It describes how to create a conceptual model that identifies the concepts in a problem domain and how to model the system events that actors generate with system sequence diagrams. This course also introduces dynamic modeling with state and activity diagrams.  more...

International Business Essentials: The Global Business Environment International Business Essentials: The Global Business Environment gives students an overall view of how the global environment operates how culture affects international business and helps students become familiar with foreign exchange. The program covers various cultural orientations teaches students how to apply foreign exchange rate equations and offers cultural overviews of Africa Asia more...

Workplace Aggression: Recognizing Aggressive Behavior ...Behavior participants will learn why workplace aggression is an important issue that they must be able to identify in their workplace. They will learn what sources contribute to workplace aggression as well as the three stages of aggressive behavior. Upon completing this program participants will also be able to identify the nine profiles of aggressive employees and the kinds of organizations more...

Sexual Harassment: What Employees Should Know Sexual Harassment: What Employees Should Know offers the student an overview of what sexual harassment is and how it affects organizations. The program details how to recognize harassing behaviors and what factors should be considered when determining whether behavior rises to the level of sexual harassment. In addition the program teaches the learner actions to prevent or stop sexual harassment. more...

Communicating with Difficult People: Working with Difficult Employees Communicating with Difficult People: Working with Difficult Employees offers the student an overview of the information required to identify address and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior effective techniques to prevent difficult behavior in the workplace and proper communication methods to build better more...

Communicating with Difficult People: Handling Difficult Co-Workers Communicating with Difficult People: Handling Difficult Co-Workers offers the student information on how to define difficult co-workers cope with their difficult behavior and resolve conflict caused by the negative behavior. The program describes the proper methods to address each difficult personality type the appropriate techniques to use to cope with and manage difficult behavior and the steps more...

Communicating with Difficult People: Communicating with Your Manager Communicating with Difficult People: Communicating with Your Manager offers the student an overview of the information required to identify a difficult manager approach a difficult manager and confront difficult manager behavior. The program describes the proper methods to interpret difficult personalities the various options to cope with a difficult manager and the appropriate steps to provide more...

Frontline Leadership: Preparing to Lead Frontline Leadership: Preparing to Lead offers the student an overview of the information required to identify address and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior effective techniques to prevent difficult behavior in the workplace and proper communication methods to build better relationships with difficult more...

Essentials of Management: Creating a Positive Workplace In Essentials of Management: Creating a Positive Workplace students learn techniques for encouraging positive behavior on the job as well as the best methods for addressing negative attitudes. In addition students learn how to apply guidelines for creating a fun atmosphere throughout their office department or division.  more...

Correcting Performance Problems: Addressing Performance Problems In Correcting Performance Problems: Addressing Performance Problems you will learn a process for conducting effective feedback sessions with employees who have a performance problems. You will also learn guidelines for explaining to employees the impact of their problem behavior. In addition you will learn the correct way to address negative employee responses as well as how to respond when to more...

Business Ethics: Managerial Business Ethics In Business Ethics: Managerial Business Ethics you will learn about common managerial ethical issues as well as ways to proactively ensure ethicality in the workplace and address subordinates' ethical issues. You will also learn causes of unethical behavior how to recognize unethical behavior and how to end unethical behavior in the workplace.  more...