From Serebra Learning Corporation
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
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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
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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
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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
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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
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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.
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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,
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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
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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
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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
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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.
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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
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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
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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)
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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
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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.
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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.
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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.
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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
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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...
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
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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.
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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
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From 123-CBT Computer Based Training
Oracle Form Builder R6 Including Reusable Oracle Components 

... the steps to create a relation. Match the
Delete Record Behavior properties with their features. Identify the block coordination phases in a relation. Match the default relation-handling triggers with their properties. Match the default relation-handling triggers or procedures to the triggers or procedures that call them. Match the coordination properties with their functions. Sequence
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Oracle Form Builder R6 Forms Fundamentals 

... the
Create icon. Modify the properties that control the behavior of a data block by using the
Property Palette. Modify the properties that control the appearance of a data block by using the Property Palette. Modify the frame properties of a data block by using the Property Palette. Set properties on multiple objects by using the Property Palette. Create a control block in the
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Microsoft FrontPage 2003 Proficient User 

...Web page.
Identify the properties of layers.
Insert a behavior in a
Web page.
Create a table in a Web page.
Identify different options for customizing table properties.
Audience:
New users that desire to obtain a solid foundation in the use of
FrontPage 2003 to create and modify Web pages and execute basic Web site design. There are no prerequisites required for this course.
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Oracle Form Builder Forms Fundamentals 

... the
Create icon.
Modify the properties that control the behavior of a data block by using the
Property Palette.
Modify the properties that control the appearance of a data block by using the Property Palette.
Modify the frame properties of a data block by using the Property Palette.
Set properties on multiple objects by using the Property Palette.
Create a control block in the
Object more...
International Business Essentials The Global Business Environment 

... to adhere to the basic business practices, protocol, and behavior styles of other cultures. Learn To:
Identify the four types of business strategies. Identify steps for developing cultural competence. Identify guidelines for conducting international business in future-oriented cultures. Demonstrate and understanding of foreign exchange rates. Define spot exchange rate.
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Oracle Database 10g Administration Workshop II Part 1 

... environment variables used to specify language-dependent behavior for a client with their descriptions.
Identify
NLS parameters that can be used in
SQL functions.
Identify features of different types of linguistic sorting.
Identify key concepts related to linguistic sorting.
Identify key concepts related to linguistic comparisons.
Identify features of linguistic indexes.
Identify
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Economics Basic Concepts in Microeconomics 

... 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. Learn To Plot the effects of changes in price on a demand curve. Plot the effects of a change
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Interpersonal Communication Telephone Skills 

...telephone skills. Demonstrate behavior callers appreciate. Use screening methods. Distinguish between high and low priority calls. Take accurate messages. Increase your efficiency while on the telephone. Audience This course is for all employees who
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Communicating w Difficult People Working with Difficult Employees 

..., 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 employees. Learn To Recognize the four types of difficult personalities.
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Communicating w Difficult People Handling Difficult Co-Workers 

...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 that create the conflict resolution process. Learn To Identify
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Communicating w Difficult People Communicating with Your Manager 

...roach 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 unsolicited feedback. Learn To Apply steps to distinguish between difficult behavior and periodic irritability.
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Sexual Harassment What Employees Should Know 

...nizations. 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. Learn To Identify the law sexual harassment violates. Identify
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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
more...
Workplace Aggression Defusing Aggressive Situations 

... 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 employees. Simulation Overview: In this simulation, you will meet with
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