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Administrative Professionals Interacting with Others Administrative Professionals: Interacting with Others Regardless of the industry you work in, the organization you work for, or the boss you have, as an administrative support professional, almost all of the tasks you perform on a daily basis require, in some way, interaction with others. Effectively interacting with others results in trust, improved morale, and respect between you and your  more...

Foundations for Business Execution ... reality. It's not a process or a formula, but a state of being that will permeate and transform your entire organization. This course will provide you with the basic information you need to create an execution culture in your organization. In one lesson, you'll examine execution cultures to uncover what execution is and what it is not. You'll explore personal accountability and energy, two  more...

Leading with Emotional Intelligence ... Poised, outgoing, cheerful, having empathy for others, being able to express feelings directly but appropriately, and having the capacity for developing relationships. All of these abilities distinguish individuals with high emotional intelligence. Emotional intelligence is a more reliable predictor of success than intellect Leaders with a strong mixture of emotional awareness,  more...

Taking on a Management Role Taking on a Management Role 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  more...

Becoming a Manager Leading and Communicating Becoming a Manager: Leading and Communicating Employees want decisive leadership from their managers. Organizations, too, need their managers to be clear about their objectives, and how their teams can achieve them. As a new manager, it is important that you understand that leadership is about giving direction, but it is also crucial that you realize that it also involves trusting and  more...

Introduction to Internal Auditing Introduction to Internal Auditing Surprises can be very costly to a company. Developing in-house strategies to ensure that internal processes are being followed and quality expectations are being met is a powerful tool for avoiding surprises. This course, Introduction to Internal Auditing, will introduce you to internal auditing strategies and techniques that help accomplish this end.  more...

Tests for Variances and Proportions Tests for Variances and Proportions ASQ Six Sigma Black Belt (SSBB) As a Six Sigma team moves into the Analyze phase of a project, team members begin analyzing the information and data collected in the earlier phases. During the Analyze phase, Six Sigma teams identify possible sources of variation, underlying root causes, and areas for improvement. It is here where assumptions or hypotheses  more...

Statistical Process Control SPC in Six Sigma Statistical Process Control (SPC) in Six Sigma ASQ Six Sigma Black Belt (SSBB) Ensuring a process is in control is critical to any Six Sigma project, but how do you determine with certainty if a process is on track or requires improvement? Where do you find the 'proof' or solid facts that a process is out of control and requires intervention? By applying statistical process control (SPC)  more...

Configuring and Troubleshooting Windows Vista Networking Configuring and Troubleshooting Windows Vista Networking Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista provides the Network and Sharing Center to configure and diagnose networking connectivity. This feature also allows you to configure access to the network through wireless connections, and remote access using VPNs and  more...

Being an Effective Team Member ...Being an Effective Team Member 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  more...

Defensive Driving Fundamentals Defensive Driving Fundamentals This course will provide advanced defensive driving techniques to reduce your chances of being involved in a motor vehicle accident. The content in this course is designed to comply with the intent of the applicable regulatory requirements specify concerns to be addressed before and while driving, use safe driving techniques to avoid collisions, drive safely in  more...

Defensive Driving Truck Safety ... of driver you are, as what someone else does. It's about being a safe driver, driving a safe vehicle, knowing how to drive your particular vehicle, taking responsibility to drive carefully in hazardous conditions, and knowing when to take yourself off the road. It's about arming yourself with all the knowledge you can before you turn the key and head for the roadways. This course is designed  more...

Defensive Driving Defensive Driving This one-hour course will provide simple defensive driving techniques to reduce your chances of being involved in a motor vehicle accident. The content in this course is designed to comply with the intent of the applicable regulatory requirements - define defensive driving, recognize accident prevention methods, identify the importance of seat belts, describe the facts  more...

Interpersonal Communication Being Approachable ...Being Approachable Walking into a meeting surrounded by unknown faces, going to conferences, attending work events, starting a new job, and even going to social gatherings can be daunting, especially if you don't know anybody who will be there. Perhaps you worry about being ignored or not connecting with anyone and dread that awkward feeling of standing alone, off to the side. Do you  more...

Interpersonal Communication Communicating Assertively Interpersonal Communication: Communicating Assertively Effective communication in the workplace can be a balancing act. If you're too passive, you may have trouble getting others to do what you want. If you're too aggressive, you may turn people off. Getting what you want in the workplace requires a balance of assertiveness without aggressiveness. This course will guide you as you move into  more...

Listening Essentials Improving Your Listening Skills ... influence the way we listen. Listening to understand and being able to truly identify what is being said to you is often easier said than done. Internal and external roadblocks can interfere with how we listen and interpret the information communicated to us. In this course, you'll discover how roadblocks such as distractions, emotions, and the way in which we communicate can influence the way  more...

Listening Essentials The Basics of Listening ...at the workplace? What about the need to identify what is being said to you in a more effective manner? Although relatively straightforward in theory, the process that transforms effective listening into successful communication requires great skill, awareness, and practice. This course will review the various types of listeners and the benefits of being able to listen effectively when  more...

Improving Your Emotional Intelligence Skills Self-Awareness Self-Management ...ning control of feelings. Emotional intelligence involves being aware of and managing emotions within your relationships with others. But before you can recognize others' emotions and manage your relationships, you must have a firm sense and control of your own feelings. Through this course you'll learn how to build your emotional intelligence through appropriate actions and techniques for  more...

Working with Difficult People How to Work with Manipulative People Working with Difficult People: How to Work with Manipulative People Have you ever dealt with someone at work who tried to get you to agree to something you really didn't want to do? Some people just seem to want things their way, even if it is not the best for the team or organization. During your career, it is likely that you'll come across coworkers who use manipulation to get what they  more...

Getting Results without Authority Building Relationships and Credibility Getting Results without Authority: Building Relationships and Credibility 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  more...

Creating a Positive Attitude ...ve attitude involves looking for the best in a situation, being realistic about possibilities and consequences, and having the courage to believe that you can succeed. It isn't always easy to be positive. You may feel that the odds are stacked against you, or you may find it hard to cope with the difficult and challenging situations that you find yourself in. Taking action to develop a positive  more...

Rightful Employment Termination ... manager is to terminate an employee. The employee who is being terminated regardless of the reason for the termination may feel angry, frustrated, or betrayed. He or she may be looking for someone or something else to blame, and if the termination is not handled properly, your company could find itself defending against allegations of wrongful termination. Further, even if the termination is  more...

Effective Intercultural Relationships ...'re risking your business communication and relationships being misunderstood. When operating interculturally, mistakes are easily made when you take appearances and meaning for granted. This course lends significance to the term "multiculturalism." In this course, you will learn about the many ways in which mini- to macro-cultural behavior and attitude can vary, around the corner and around  more...

FMLA Leave and More ...part of life and can temporarily prevent an employee from being able to perform his or her job. Supervisors and managers often find themselves in the position of approving or denying requests for employee leave as they handle the company s day-to-day operations. It is important for managers and supervisors to understand the basic guidelines for granting leave that are established by the Family  more...

Promoting a Substance-free Workplace ... have in the workplace and how to promote health and well-being. This course was developed with subject matter support provided by the Labor & Employment Law Group of the law firm of Burr and Forman LLP. Please note, however, that the course materials and content are for informational purposes only and do not constitute legal advice. Nothing herein, or in the course materials, shall be  more...

Business Grammar Parts of Speech ... parts of speech. What's the point of learning these now? Being reminded of the functions of different parts of speech can help you write with more confidence. The parts of speech are the building blocks of sentences, so finding out about them can help you skillfully combine words into meaningful sentences. This course defines the functions of the eight parts of speech: nouns, pronouns, verbs,  more...

Business Analysis Enterprise Analysis ...scope and defining a business case for gathering data and being persuasive in arguments for a proposed solution. This course provides a foundational knowledge base of business analysis information so learners can effectively put principles to work at their own organizations. This course will assist in preparing the learner for the IIBA s Certified Business Analysis Professional (CBAP )  more...

Writing a Business Case ...pecially when you consider that corporate investments are being subjected to increased scrutiny. Writing a good business case will help you justify resource allocation to key decision makers and secure funding for your project. Otherwise, you may be eaten alive by the competition In this course, you will learn how to plan, write, and present a business case to persuade key decision  more...

Building Rapport in Customer Relationships Building Rapport in Customer Relationships 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.  more...

Customer Service in the Field ...field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and  more...

Customer Service Over the Phone Customer Service Over the Phone Can you hear a smile over the phone? When you're providing customer service over the phone without the benefits of face-to-face interaction with your customer it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to  more...

Team and Customer Relationships Team and Customer Relationships HDI HDI Customer Service Representative Customer Service Representative Certification Library This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as  more...

Introduction to Operational Support and Analysis ... lifecycle. This ultimately leads to strategic objectives being realized by the organization. This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL V3 service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course also  more...

Incident Management Interactions ...cidents even occur based on patterns you see in incidents being reported. This course covers the nine steps in the Incident Management process, including identifying, categorizing, and closing incidents. This course also details the different ways incidents can be triggered, and the interfaces of incidents and Incident Management with other processes. Finally, the course covers which specific  more...

Request Fulfillment Process Interfaces and Challenges ...uld resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to  more...

Using Surveys to Measure Customer Satisfaction ...project to measure customer satisfaction, whether this is being conducted in-house or by outside consultants. Not only must you measure the right areas--you must also have a system in place that will allow you to act on its findings. Cross-functional backing is essential if the survey is to have the maximum effect on how customers view your service in the future. The success of any customer  more...

Leading a Customer-focused Team ...nts of performance that impact on customer service, after being shown how to differentiate between those that do and those that don't. You'll also learn how to coach for performance improvement, using the method that's the most appropriate for the situation.No prescribed service system, no matter how finely tuned, can legislate for every eventuality, and there will be occasions when customer  more...

Introduction to Green Business Sustainability ... vital in today's business climate. Natural resources are being depleted at previously unheard of levels, organizations are faced with new challenges in resource and waste management, and consumers are becoming more curious about the origins and environmental footprint left by the products they consume. Companies willing to accept the challenge of going green and adopting green business  more...

Sprains and Strains ...be costly to both employees and employers. In addition to being injured, employees may lose time from work, which could result in loss of or less income. And employers may experience lower productivity due to the need to replace the injured worker and train replacements. The course is designed to help you better understand the basics of sprains and strains so you will be more aware of what you  more...

Transitioning from Technical Professional to Management ...om Technical Professional to Management Moving from being a technical professional to being a manager is a career change requiring a shift in focus. Technical professionals are largely self-directed, whereas managers work through other people. These and other role differences require that technical professionals who are transitioning into management prepare effectively for the change in  more...

Strategies for Transitioning to Technical Management ...ning to Technical Management As you transition from being a technical professional to being a manager, your relationships with coworkers inevitably change. Before you were promoted, you were their colleague, but now you're expected to manage and lead them. How do you make the switch? This course describes strategies for establishing new relationships with former peers a key part of making  more...

Scaffolding and Ladder Safety ...ociated with ladders, stairways, and the type of scaffold being used at the work site and to understand the procedures to control or minimize those hazards. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to identify the types of portable ladders and their use, capacities, and safety considerations, describe the  more...

Responding to Business Crises Responding to Business Crises Your company may have a crisis. If so, what will it do? Your company's crisis preparations are now put to the test--a real test. Knowing how to respond to a crisis is vital to your company's well-being. It could mean the difference between your company surviving or not. In this course, you'll learn how to respond to business crises. There are three fundamental  more...

Recovering from Business Crises ...ng from Business Crises The crisis is contained and being effectively managed. Now it's time to move on. The first steps deal with communicating--to your employees and to the outside world. How and what you communicate can have significant repercussions. Miscommunication, or misleading communication, can actually lead to another kind of crisis. With the right intentions and actions, your  more...

Building Positive Support for Change Building Positive Support for Change It's often said that people don't like change. But when it comes to organizational change, employees are genuinely interested in making things better an improvement in processes, systems, functions, or services most likely translates into direct improvements for the employee too. But employees cannot support change and recognize its benefits without first  more...

First Aid Medical Emergencies ...toms of specific medical emergencies and their treatment. Being trained in first aid could mean the difference between life and death. Note: This training should not be used as the primary basis for any first aid certification. It is intended to provide the learner with knowledge-based training only. This training should be accompanied with a performance-based component provided by a certified  more...

Creating a Plan ...y be left behind. Approaching your career proactively and being able to recognize opportunities to move ahead are key to smart career management. It starts with knowing yourself and what you want to do so that you can align your career moves with your goals. This course guides you through the process of taking stock of your present situation and determining the best way ahead. It starts with  more...

Negotiation Essentials What is Negotiation ...be survival skills, both in and out of the workplace. But being able to negotiate successfully requires that you understand some of the basic concepts of negotiation. Negotiation has been described in many ways getting what you want, reaching an agreement, influencing others, and bargaining. However you think of it, though, negotiation is a process in which two or more parties with different  more...

Negotiation Essentials Communicating ...on, you need to communicate well. And this means not only being clear in how you deliver your message but also ensuring the other party feels understood. You need to actively and skillfully create a connection with the person you're negotiating with. Otherwise, you won't ever reach an agreement. This course describes ways you can communicate effectively in a negotiation. It discusses how to set  more...

Risk Strategies The Cutting Edge Risk Strategies: The Cutting Edge This course explores seldom-discussed topics vital to your risk-taking strategies. Maintaining a balance between risk and recklessness depends upon your knowledge of business, people, and that little bit extra. That little bit extra in creativity and values can mean the difference between being at the cutting edge or falling off.  more...

Preparing for Outbound Sales Calls ...call. Successful inside selling is all about planning and being prepared. Being prepared means knowing what to expect from your customer and planning your responses. In this course, you will learn about the common perceptions customers have of salespeople. You will also learn the three premises of the inside sales approach, the structure of this approach, and the six buying roles. The course  more...

Preparing for Inbound Sales Calls ...he customer calls. Successful inside selling is all about being prepared, and that means thinking ahead on customer inquiries and responses you will give. This course identifies the common perceptions that customers have of salespeople. In the course, you will learn the three premises of the inside sales approach, the structure of this approach, and the six buying roles. The course outlines the  more...

The Profession of Selling The Profession of Selling Consider how the following definitions relate to a successful career in sales: Principle - a rule or code of conduct; Strategy - a careful plan or method especially for achieving an end; and Skill - a developed or acquired ability. These three terms help describe the difference between sales as a profession, and sales as simply a job. "The Profession of Selling"  more...

Negotiating to Mutual Benefit Negotiating to Mutual Benefit The key to being a skilled negotiator is understanding the difference between negotiating and giving money away. This course demonstrates the stages and rules that will gain you a win/win solution, and with it long-term business. If you follow the guidelines set out here, you will be able to handle customer strategies and still close the deal on terms that keep  more...

ITIL reg V3 Overview Introduction to the ITIL reg V3 Framework ...how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL V3 Framework. Specifically, this course introduces the ITIL V3 Service Life Cycle and the five phases within the life cycle. The course covers an overview of  more...

Training and Development ...ce productivity contribute positively to the overall well-being of the organization. This course explores the importance of investing in human capital as a means of attaining strategic objectives. It delves into all aspects of corporate training, including the front-end needs analysis, and identifying effective design and development strategies. It also examines various ways to deliver  more...

Thinking Strategically Thinking Strategically As business success becomes more difficult to achieve, companies are discovering the importance of strategic thinking. Being lean and mean and process efficient is no good if you don't have the correct business strategy. But what is strategic thinking and what does it look like in the context of your business? This course is focused on discovering and using the key  more...

Sustaining Competitive Advantage ...antage In today's competitive business environment, being as good as the competition is not enough. An organization must devise strategies and develop the skills, knowledge, and competencies to set it apart from the competition. In this course business strategies are examined that can help a company gain and sustain competitive advantage. Companies build their strength around three key  more...

Planning and Implementing a Business Strategy ...e conditions for the strategy to take hold. This involves being aware of how often strategy fails to make it out of the starting block and succumbs to failure. In addition, managers need to know that the strategy is never static; it changes with the environment it finds itself in. Therefore the strategy implementation must be evaluated and conditions put in place that will facilitate its  more...

Receiving Feedback and Criticism ...s apparent. Other times it may not be as easy to receive. Being able to receive feedback and criticism appropriately without getting your emotions involved is an essential skill for success in the business world. People in an organization need to be able to receive corrective feedback effectively, whether from someone in authority, a direct report, or a peer. Doing so allows you to better  more...

Web 2 0 Fundamentals ... collaborate in the creation of site content, rather than being passive users of a web site. This course provides an overview of what Web 2.0 is and the role that the Web 2.0 technologies play. Specific topics covered include an introduction to Web 2.0, the impact of social networking, and Web 2.0 development technologies including HTML, XML, JavaScript, Ajax, mashups, SOAP, web services, and  more...

Analyzing Financial Statements for Non-financial Professionals ...s of an organization often conceal more than they reveal. Being able to analyze them and extract meaningful information is an essential skill that financial as well as non-financial professionals should have. Ratio analysis can be used to determine relationships between two elements of the same financial statement or between one element of one financial statement and another element of a  more...

Developing Your Reputation of Professionalism with Business Etiquette ...ving the right skills and talents for the job. It's about being self-aware, polite, and essentially treating those you interact with in a respectful way. This course introduces you to the basics of how to act professionally and practice proper business etiquette. It also explains how to present yourself in the work environment, including looking the part of a professional and ensuring your  more...

Porfessionalism Business Etiquette Personal Accountability ...e 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. 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  more...

Workplace Inspections Workplace Inspections Employers have a responsibility to maintain safe working conditions for their employees and to comply with the government health and safety standards that are applicable to their establishments. They must also ensure that employees have and use personal protective equipment when required for safety and health as they do their jobs. When employees stay whole and healthy,  more...

Configure Manager Maintain IP Services in Windows Server 2008 ...improved authentication and cryptographic support, and by being closely integrated with the Windows Firewall and Advanced Security feature, Network Access Protection, and Active Directory Group Policy. This course is one in a series that covers the objectives for Microsoft exam 70-642 TS: Windows Server 2008 Network Infrastructure, Configuring. Passing this exam completes the requirements for  more...

CompTIA Security 2008 Auditing Security Policies Disaster Recovery ...n the hope of both avoiding network security failures and being prepared should they actually occur. This course examines the methods used to secure a network environment through security policies, user education, and resource monitoring. The course also explores business continuity planning, backups, and disaster recovery planning. This course is one of a series in the SkillSoft learning path  more...

Cisco Switch 1 0 Implementing Spanning-Tree ...he network topology. This can cause duplication of frames being forwarded. To prevent loops while providing path redundancy, you can use Spanning Tree Protocol (STP). One limitation of the traditional Spanning Tree Protocol (STP; IEEE 802.1D) is the convergence delay after a topology change. In response, several enhancements were made to improve this convergence time by adding specific Cisco  more...

Cisco TSHOOT 1 0 Troubleshooting VLANS STP SVIs ...anding of the processes involved in Layer 2 switching and being able to diagnose and resolve Layer 2 switching problems in those environments is a fundamental skill that any network engineer should have. A primary tool in building highly available networks is the use of redundant devices and links. With these redundant links, bridging loops can be introduced, resulting in broadcast storms that  more...

Cisco Route 1 0 Connecting the Enterprise to ISPs Cisco Route 1.0: Connecting the Enterprise to ISPs Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 The Internet has become a vital resource in many organizations, and the Border Gateway Protocol (BGP) is an alternative to using default routes to control path selections. Before the connection of an enterprise network to an Internet service  more...

Cisco Route 1 0 The OSPF Routing Protocol ...etwork links and it is vital that you know which ones are being used in order to properly configure OSPF. It is equally important to note that OSPF pays special attention to different network types, such as point-to-point and broadcast networks, and that the OSPF default settings do not always work properly with some network topologies. This course introduces each of the major characteristics  more...

VoIP Quality Security VoIP Quality & Security With the proliferation of VoIP in both the home and business environments, concerns such as quality of service and security are being given more attention. This course describes some of the major quality issues, such as delay and jitter, as well as security issues like confidentiality and spoofing, and discusses ways in which to address these concerns.  more...

The Banking Industry Overview Version 3 ...individual, business, national, and global financial well-being. This industry builds and maintains financial relationships with customers of all sizes to supply financial products and services that stimulates economic growth. The industry players produce an assortment of services from savings accounts to home and business loans and mortgages, and from check cashing to underwriting. This  more...

Monitoring Using Reports in System Center Essentials 2010 ...010 allows administrators to actively monitor all objects being managed, ensuring they are running correctly. If a failure occurs or a service is not working properly, they can immediately correct the issue by viewing the alerts that are generated by Essentials monitoring features. Essentials allows notifications to be setup to send alerts when an issue arises. The Authoring feature enables  more...

Preparing to Dismiss an Employee ... employees, and improve employee morale and productivity. Being well prepared for dismissing an employee allows you to handle the dismissal with integrity and fairness. This course covers the benefits of being properly prepared when dealing with employee dismissals. It also provides the steps to help you dismiss an employee properly. The steps include providing clear expectations, giving  more...

Managing the Dismissal of an Employee Managing the Dismissal of an Employee One of the main reasons managers are reluctant to dismiss an employee is because they dread the termination interview. Even if the termination is a layoff, giving notice to an employee is a heavy burden. How you manage the termination interview will impact remaining employees and your organization. You must learn how to handle dismissals fairly by  more...

Public Speaking Strategies Preparing Effective Speeches ...g and conversational, a well-delivered speech is far from being spontaneous or natural. In fact, effective public speaking requires significant planning and preparation. Like cooking, driving, or playing a sport, it's a learnable skill. This course teaches you how to prepare for public speaking, including determining your objective and audience profile, choosing your topic, and defining the  more...

Public Speaking Strategies Confident Public Speaking ...e your audience, handle on-the-spot challenges, and avoid being disrupted by nerves. This course looks at the methods you can employ to deliver an effective speech, such as making a good first impression and building rapport with your audience. The course also provides effective techniques for handling challenges that may arise while you are delivering a speech, such as regaining an inattentive  more...

Building Lasting Customer-Brand Relationships ...nship management involves knowing a brand's customers and being aware of their changing needs and behaviors. It also involves looking for new ways to deepen the attachment between a brand and its customers. This course explores how customers connect with brands and provides an overview of actions you can take to develop a customer-brand relationship. It also outlines a methodology to analyze  more...

Developing a Brand Internally ...ential of your brand. Internal engagement is increasingly being viewed as not only key to effective brand development, but an important driver of customer value. Aligning the brand promise, organizational actions, and the real brand experience helps generate brand staying power and customer loyalty. This course discusses the benefits associated with developing brands through internal engagement  more...

Information Security Governance Strategies Goals ...e controlled and sound information security processes are being followed by each and every employee. In order to move a company from a current state, to a desired state, there are many steps that must be taken. This course examines what an information security strategy is, frameworks and models you can use to build your strategy, who the strategy participants are, and constraints that may stand  more...

Preparing for Organizational Change ...ng in it. In this course you will learn the importance of being prepared for organizational change when it comes. This course covers essential skills for handling organizational change, including a willingness to take risks, having an openness to the unknown, and being able to manage yourself through change. Finally, this course details the importance and best practices of building  more...

CompTIA Server 2009 System Hardware ...TIA CompTIA Server 2009 SK0-003 CompTIA Server 2009 Being a good server administrator means that you understand your systems from the ground up both the software and the hardware. Today's server hardware is sophisticated and specialized to support multiple users, applications and processors, as well as provide fault tolerant, highly available services. This course begins the look at  more...

CompTIA Network 2009 Network Addressing ... with the ways in which the shortage of IPv4 addresses is being dealt with. Solutions to the IP address shortage including the development and implementation of IPv6, network address translation, and Classless Inter-domain Routing (CIDR) is covered. This course also explains what subnetting is and how it is used to segment and organize networks. This course maps to CompTIA's Network (2009) exam  more...

CompTIA Network 2009 Troubleshooting the Network ...arise. Knowing the proper troubleshooting methodology and being familiar with the many tools both software and hardware available to troubleshoot network issues will make the task of finding and solving problems that much easier. This course describes basic troubleshooting practices, including the steps for information gathering and documentation, to use to solve all sorts of issues. Common  more...

Writing for Technical Professionals Preparation Planning ...for Technical Professionals: Preparation & Planning Being technically knowledgeable is a good start for anyone wishing to write about a particular technology. However, it is not a guarantee that what is written will achieve its ultimate goal. In fact, some of the greatest technical experts find it very challenging to write effectively on technical matters. While it is important to  more...

Structuring Editing Saving and Opening Documents in Word 2007 Structuring, Editing, Saving, and Opening Documents in Word 2007 Microsoft Word 2007 provides many options for structuring and editing documents which are complemented by a variety of editing tools. There are also options for saving documents which can be customized to suit your word processing needs. This course explains the use of page and section breaks, spacing adjustment, and column  more...

Formatting and Managing E-mail in Outlook 2007 Formatting and Managing E-mail in Outlook 2007 Microsoft Microsoft Outlook 2007 allows you to quickly organize and format e-mail messages using easy management and time-saving tasks. Outlook 2007 provides formatting features that can be applied to an e-mail message as it is being created, and also includes management tools to find and sort messages quickly. This course demonstrates how to  more...

Updating ADO NET Data Sets with VB 2008 ...rce data and also how to manage the integrity of the data being updated. Specific topics covered include updating data sources, committing changes to data sources, managing data integrity, and how to deal with data concurrency violations and exceptions. This course is one of a series in the SkillSoft learning path that covers the objectives for the Technology Specialist (TS): Microsoft .NET  more...

SQL Server 2008 Data Management ... monitor and manage these indexes to ensure that they are being used efficiently. Importing and exporting data provides a way for database administrators to move data between tables, databases, and servers. This course demonstrates how to manage table partitions, configure data compression, as well as create and manage indexes in a database. It also shows how to import data using the BULK  more...

Oracle Database 11g R2 SQL Monitoring Performance Enhancements ...res enable the DBA to ensure the optimal memory sizes are being used for the database using Automatic Memory Management, and that SQL statements are running properly by monitoring them in real-time using Enterprise Manager. It also offers a new feature to conceptually extend the buffer cache by using DB Smart Flash. This course demonstrates how to monitor SQL commands in real-time using SQL  more...

Oracle Database 11g R2 Backup Recovery ... database performs as it moves from the shutdown stage to being fully open. Equally important is an understanding of what can cause a failure, and how to recover from an instance failure. This course explores how to identify the types of failure that can occur in an Oracle database and how to prepare a database for failure recovery by using checkpoints, log files, and the flash recovery area  more...

Building Trust ...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  more...

Developing a Code of Ethical Conduct ... shared values and beliefs will gain you a reputation for being responsible, fair, honest, and respectful. These are essential qualities for both personal and professional success. Following a personal code of ethics is a good way to apply ethical principles and to ensure your reputation and integrity in the workplace are uncompromised. Many companies provide their employees with a formal code  more...

Key Aspects of the American Work Environment Key Aspects of the American Work Environment Relocating abroad to the United States can be a rewarding and exciting experience. However, going into an unfamiliar workplace environment can also raise a myriad of questions. Do I relate to my coworkers in a particular way now that I'm in a different culture? Do I manage my career in the same way as I would in my own country? Who do I turn to  more...

Succeeding in the American Workplace ... are important workplace values in the United States. And being successful in an American workplace can depend on how well you adopt practices that reflect these values. For example, do you actively look for ways to make things better in your organization? Do you know how to conduct meetings efficiently? Are you able to make decisions quickly and effectively when working in time-sensitive  more...

Updating ADO NET DataSets With C 2010 ...rce data and also how to manage the integrity of the data being updated. Specific topics covered include updating data sources, committing changes to data sources, managing data integrity, and how to deal with data concurrency violations and exceptions. This course is one of a series in the SkillSoft learning path that covers the objectives for the Technology Specialist: Accessing Data with  more...

Preparing for an Internal Interview ... this knowledge can be a major asset to you. Whether it's being able to participate in conversations about your company and industry or demonstrating that you understand the organizational culture, being on the inside means you have a great advantage, which you don't want to waste. Climbing the organizational ladder takes more than a view from the inside, though. You also need to prove you're  more...

Identity Presence Privacy ...ence & Privacy As we move towards more applications being delivered via the cloud, and businesses using a cloud computing models, we also need to consider the implications for the management of identity. This course ensures you are familiar with identity and access management (IAM) and the common industry protocols used to extend identity to the cloud. It covers the concept of federation  more...

Negotiation Skills for Sales Professionals Preparing to Negotiate ...essential for any successful sales professional. However, being able to maximize the value of your proposal for both you and your customer isn't an easy task. This course provides direction on how to use a strategic negotiation process to strike effective, long-lasting, and profitable sales agreements with your customers. It focuses on the preparation stage of the process: setting clear  more...

Negotiation Skills for Sales Professionals Reaching Agreement ...is overcoming barriers to agreement and closing the deal. Being able to understand and anticipate certain barriers is an essential skill for every sales professional. This course provides instruction on the following barriers to agreement: deadlock situations, a customer who doesn't trust you, and negotiation tactics designed to force your price down. It also covers strategies for overcoming  more...

Basic Business Math Charts Graphs ...ing the reader clear and concise information at a glance. Being able to read and select the right types of charts and graphs in a basic business environment is invaluable. This course builds on the basic math skills that you learned during your school years, showing you how to apply those skills to some common business situations. It helps you to understand how numerical data is represented in  more...

ITIL reg 2011 Edition Overview Introduction to the ITIL reg Framework ...how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL Framework. Specifically, this course introduces the ITIL Service Life Cycle and the five stages within the life cycle. The course covers an overview of  more...

Chinese Seasonal Approach to Health Understand the Chinese Seasonal Approach to Health. Designed for the beginning herbalist, this course will explain the Chinese Five Seasons, their corresponding organs, food suggestions and exercises for health maintenance. As you learn more about alternative health you will realize that there is more to good health than just taking herbs, vitamins, eating good food and exercising. There is a  more...

ABC+D Principles of Healing ...les of healing: Activate, Build, Cleanse and Direct Aids. Being new to herbs you may be confused about when to use cleansing herbs and building herbs. Should you take them together, or at different times? What if you have a specific problem, (i.e. kidney infection) should you take herbs for that problem along with cleansing or building herbs? What herbs/supplements act as activators, (i.e.  more...

Manifesting 101: How to Get What You Want w/o Goofing it Up First ! Achieving Life & Livelihood Potential w/Momentum Manifesting 101 (Self Study Course) introduces or reminds us how to have our desires and intentions flow to us in ease, versus chasing them in struggle and frustration. There is a Mechanics of Energy, Spirit, Consciousness, that is at work within and around us, that we have access to for the purposeful design of our dreams come true. The essence of  more...

Manifesting 102: How to Get What You Want w/o Goofing it Up First ! Achieving Life & Livelihood Potential w/Momentum As this 2nd offering in the Manifesting Series continues, the student now sees how energy is formed on purpose and how to use this new knowledge so that it shows in one`s experience. It is as this point, that the students commitment level and trust in themselves will become evident, but a necessary point as one sees the ego`s role in this  more...

Manifesting 103: How to Get What You Want w/o Goofing it Up First ! Achieving Life & Livelihood Potential w/Momentum Manifesting 103 the third and final installment of the Manifesting Series by Susan James, introduces to the student the Mechanics of Desire and from where it begins. Also addressed is the question, if we desire it, how can we manifest it ? The ego plays an important role in this evolving stage of manifesting. It is here that the defining line  more...

Aromatherapy for Emotional Spiritual Well-Being Aromas and the Chakras Free yourself from patterns that impede your happiness. Discover the connection between essential oils, the chakras and your emotional, mental, and spiritual patterns. Learn how they will help you to express and enjoy your individual potential; live the life you truly desire!  more...

Aromas Weight Loss Discover Healthy Effective Ways to Lose Weight Effortlessly Discover how to combine massage, diet, stress reduction and aromatherapy in your efforts to lose weight. This is not a restrictive diet program, but recommendations for how to change your lifestyle in a natural and healthy way.  more...

Attract Financial Prosperity - An Effective Program to Manifest Financial Abundance Are you ready to eliminate financial struggles? Take control of your life with this one-month transformative program that incorporates a spiritual approach to solving your prosperity challenges through aromatherapy oil recipes, meditations, affirmations, and much more.  more...

Herbal Energetics: Learn How Herbs Work Within Your Body Designed for the beginning herbalist, this course will help you understand Herbal Energetics?- Designed for the beginning herbalist, this course will help you understand Herbal Energetics?- Why and How to use Herbs. As Alternative Health goes mainstream the need to understand these alternatives has increased. Natural doesn`t always mean Safe. Just because herbs are natural - you must not  more...

Nutritional Herbalism: Learn How Herbs Work Within Your Body This course will help you understand Herbal Energetics Designed for the beginning herbalist, this course will help you understand "Herbal Energetics" - Why and How to use Herbs. As Alternative Health goes mainstream the need to understand these alternatives has increased. Natural doesn`t always mean Safe. Just because herbs are natural, you must not automatically assume that they are safe for  more...

HTML Lessons in Web Page Design - 10 Week Facilitator Led Design your own website with our 10 week interactive course. HTML stands for HyperText Markup Language and is the language of web page design. If you have little or no experience with HTML, then this 10 week standard course with facilitator interaction is the one to take. With these lessons you will have your own web site up and running in no time! Learn to design internet web pages for your  more...

Essential Legal and Ethical Principles of the Medical Office ...However, the course must be finished within 10 weeks from being enrolled.Q: Are there any required books for the course? A: Yes. Judson and Hicks, Law and Ethics, 5th Edition, 2010, Glencoe McGraw-Hill Publishers. ISBN 978-0-07-340206-2.Q: How do I complete my assignments and tests? A: Upon completion of enrollment you will receive email contact from the course instructor, usually within 12-24  more...

Expert Certificate Course in Medical Coding ...fore completion." Pat "I want to say THANK YOU for always being so prompt in answering my questions. You have been very helpful and encouraging and I have enjoyed this course immensely. I have recommended it to several people already." Thanks, Jennifer Other excited students have great things to say about our program. "I never dreamed I would get this far and in such a short period of time,  more...

Legal Research and Writing ...nd projects are graded on a scale of 100 with 73 or above being satisfactory or at the 2.0 GPA level. An academic average of 63% is required in order to receive credit for the course. Students are encouraged to be in class weekly and class participation is weighted in the final grade computation. It is the student?s responsibility to complete the material covered if lessons are missed and to  more...

Expert Certificate Course in Medical Terminology The Expert medical terminology course comes complete with the basic materials you need to learn the language of medicine plus a set of seven videos. Students are given instant access to the online course and are able to being their course of study. As you progress other materials will be shipped to you. Welcome to our Expert Certificate Medical Terminology course  more...

Learn How to Repair Computers: Get Certified in 7 weeks Discontinued. This course has been replaced by Course Number 3509.If you do not see this course listed contact customer service at EST. Have you ever wished you knew enough about computers to repair them? Are you tired of hearing about other people making $50 to $200 an hour as a computer technician, perhaps with their own business? Would you like to have a piece of the pie to? Well now, you  more...

Office 2000 Introduction ...tions and work with visual elements. They will work up to being able to try out different design templates and change placeholders to customize their presentations. Sending, receiving, and managing e-mail messages are some of the basic features that are taught in Microsoft Outlook. Students will also learn how to use the Calendar to schedule appointments. Building off of Outlook is a course on  more...

Coaching and Counseling ...ployees have the skills necessary to succeed without even being taught what these skills are. In addition, many people may have personal concerns that hinder work performance. By learning how to effectively coach and counsel, you can help your employees ease personal burdens and train them in the skills they need to be better employees. This course identifies situations in which coaching and  more...

Guardianship Decisions for Elderly Loved Ones ...Being designated as a guardian for an elderly or otherwise disabled loved one can be a daunting responsibility. This course will remove some of the apprehension and fear by providing specific directions for determining appropriate care alternatives, alerting you to pitfalls, giving you ideas for maintaining the loved onea ™s quality of life, and enlisting the support of caring others as  more...

Moving from Trainer to Performance Consultant ...erall abilities, not just a few key skills. The move from being a trainer to becoming a performance consultant can be difficult if you aren ™t aware of certain strategies and tips. This course will help you identify the steps to gaining the skills you need while building your client base. There are job aids, tools, and methods to help you make this career transition smoothly and  more...

Learn Spanish On-line From Live Instructors - Intermediate Level This 3 month Intermmediate course combines the effectiveness of being taught by an instructor in a classroom with the flexibility and independence of online learning.  more...

Learn Spanish On-line From Live Instructors - Advanced Level This 3 month Advanced course combines the effectiveness of being taught by an instructor in a classroom with the flexibility and independence of online learning.  more...

The Power of being Different ...being different as a powerful tool toward achieving success. Designed for all types of businesses, including individual entrepreneurs, small business owners, as well as those who want to improve their personal leadership in day-to-day operations, this course provides guidelines toward a changed perception of how to achieve success. Coursework focuses on increasing the insight of course members  more...

Pharmacy Technician National Certification Exam Preparation Course ...t let your original registration money go to waste by not being fully prepared for this exam! Improve your chances for success with the National Certification On-Line Review Course. The Certification Review Course will thoroughly prepare you for the challenges of the National Certification Exam. The Certification Exam tests over many different areas of Pharmacy, so if you have never worked in a  more...

How to Build And Maintain Rapport With Your Clients ...ion for successful communications. As we think of rapport being a degree of harmony that we have with someone, it takes on powerful dimensions in developing relationships. And when a person is responsive to you and your intentions, it could be related to your rapport skills. And whom do we respond to most favorably? People who are like us --- in ideas, actions, values, even speaking patterns.  more...

The Art of Professional Telephone Communication ... you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences. You want to know how to ?read? your customer with those key words. Your use of both incoming and outgoing voice mail affects  more...

Winning Over Difficult Customers Strategies for getting the attention and cooperation of the difficult customer. Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying  more...

Entrepreneur Assessment Profile ...lement my strengths and weaknesses? Am I really suited to being an entrepreneur? The information contained in your profile may clarify how you think about yourself as an entrepreneur, which, in turn, may be useful to you as you consider such key questions as: Which aspect of business should I study next? How can I leverage my strengths and compensate for my weaknesses? Should I run a company or  more...

The Entrepreneurship Certificate in Marketing Mastery Program ...ts to pull off in the business world and we take pride in being able to assemble a key group of experts to give you the insightful feedback you need to polish your presentation skills. Not only will you potentially be given an opportunity to pitch your venture to an esteemed panel of experts, if you present a winning pitch, you will earn a private talk with our Venture Capitalist and Professor  more...

Internet Explorer 7 Series ...ises allow learners to practice in the actual application being studied. Simulations teach learners to perform specific tasks in applications through guided, multi-step exercises. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners  more...

Confined Space Safety ...On the other, you are just a few inches of metal away for being crushed and drowned, and only a few minutes away from suffocating. Welcome to Confined Space Safety Working in a submarine has its ups and downs. On the one hand, there is very little space to clean, and they always have that cozy lived in feeling. On the other, you are just a few inches of metal away for being crushed and  more...

Fall Protection ...ts, and from roofs to high-rises. Hazards can result from being at an elevation, from being at ground level, or from falling objects. In this complete course your employees will not only learn the OSHA requirements for all types of safety equipment, but will also be trained to identify and avoid situations that might result in a fall hazard. If you have a dream that each of your employees will  more...

Writing Standards-Based Assessments Give your students an edge on state assessments by learning how to develop test items aligned to your state academic standards. Through participation in this course, you will learn to write questions that meet your state and local standards, including those that use higher order thinking skills. Additionally, you will learn techniques item writers use to make it difficult for test-wise students to  more...

NETS`T - National Education Technology Standards for Teachers ...ernational Society for Technology in Education (ISTE) and being adopted by the National Council for Accreditation of Teacher Education (NCATE), defines the fundamental concepts, knowledge, skills, and attitudes for applying technology in educational settings. All candidates seeking certification or endorsements in teacher preparation should meet these educational technology standards. It is  more...

Instructional Design Series This series will teach the learner the basics of the instructional design process. Learners will discover how to identify the need for instruction and analyze the content to be taught. Best practices for designing, planning, implementing, and evaluating instruction will help prepare the learner to create instructional programs. This self-directed course can be completed within 90 days or sooner  more...

Dreamweaver 8 Series ...ises allow learners to practice in the actual application being studied. Simulations teach learners to perform specific tasks in applications through guided, multi-step exercises. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, in a dictionary, or in MindLeaders Reference Library (for subscribers). n addition, it lets them find other occurrences of the  more...

Flash 8 Series ...ises allow learners to practice in the actual application being studied. Simulations teach learners to perform specific tasks in applications through guided, multi-step exercises. Supplied sample files include sample documents, application files, programs, and programming code that enable learners to practice with these files, enhancing the learning experience. Find-A-Word allows learners to  more...

Bartending the Easy Way-Online ...l be well-prepared to work as a bartender, in addition to being a valued employee. Bartending the Easy Way is an in-depth study of professional bartending. This exceptional online course will prepare you to work as a professional bartender in all types of establishments. Bartending requires so much more than knowing how to put ice in a glass and adding the proper ingredients. This class will  more...

Effective Business Communication Series This series teaches the writing skills learners will need to effectively communicate in a business setting. They`ll learn how to prepare for a writing task, and about strategies and skills for effective word choice, sentence building, and paragraph design. Effective Business Communication Series This series teaches the writing skills learners will need to effectively communicate in a business  more...

Doing Business in China ...ises allow learners to practice in the actual application being studied. A Course Topics list contains active hyperlinks, permitting quick access to specific topics. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners to rapidly  more...

Expert Certificate Course in Medical Transcription with Work Placement Program ...given instant access to the online course and are able to being their course of study. As you progress other materials will be shipped to you. Welcome to our Expert Certificate Medical Transcription course This is our most comprehensive MT course, with 50% more dictation practice than our Advanced - a total of 2880 minutes of doctor-dictated reports to give you 288 hours of practice (one  more...

Expert Purchasing Management ...rchasing managers with more challenges than ever. Between being accountable for measurable results, pleasing internal customers, and ensuring that your purchasing staff improves its productivity, you may feel it is impossible to do a good job. After all, it isn't easy keeping up with evolving best practices, new technologies, and changing markets. But fortunately, there is a way for you to  more...

Office 2007 Series (Fast Track) ...ises allow learners to practice in the actual application being studied. Simulations teach learners to perform specific tasks in applications through guided, multi-step exercises. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners  more...

The Art of Active Listening ...asics of good listening. Good listening, in part, is just being courteous. However, it is requires more than just being quiet and paying attention, although those are aspects of being a good listener. Being a good listener is not a passive activity. It entails taking actions that will encourage the other person to open up and communicate what is really on their mind. Good listening is active  more...

Sexual Harassment in the Workplace Series ...ises allow learners to practice in the actual application being studied. Courses challenge the learner with a variety of question formats, including multi-step simulations, true/false, multiple choice, and fill-in-the-blank. A skill assessment generates a customized learning path based on the results of a pre-test. A glossary provides a reference for definitions of unfamiliar terms. Bookmarking  more...

Doing Business in India ...ises allow learners to practice in the actual application being studied. A Course Topics list contains active hyperlinks, permitting quick access to specific topics. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners to rapidly  more...

How to Motivate Employees ...ises allow learners to practice in the actual application being studied. A Course Topics list contains active hyperlinks, permitting quick access to specific topics. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners to rapidly  more...

Expert Certificate Course in Medical Transcription for the Physician ™s Office and Home Based Business ...on.com Widgets Note: The books listed below are the books being used with the current curriculum DO NOT order newer editions.1. Anatomy and Physiology Description: The study of the structure and function of the human body; body organization, chemical and cellular structure and function; the sense organs; integumentary, urinary, digestive, musculoskeletal, respiratory, endocrine, reproductive,  more...

Medical Workforce Spanish ...wever, the course must be finished within five weeks from being enrolled. How is the program administered? The entire program is administered the Auburn University's Blackboard System. The course is available 24/7 through a student login that will be sent to you upon enrollment. Assignments are to be uploaded to the site and a facilitator will check the assignments and give you feedback on  more...

Certificate in Professional Technical Communication ...user performance Articles: including real-world examples, being conversational with dense content This course will look at these document types and explore the writing skills associated with each of them.Methodology Each lesson is carefully developed around the student`s ability to develop a baseline of written content that assumes some knowledge, little knowledge or no knowledge of the  more...

Mastering Presentation Skills for the Workplace ...ises allow learners to practice in the actual application being studied. A Course Topics list contains active hyperlinks, permitting quick access to specific topics. Find-A-Word allows learners to look up an unfamiliar term in the Glossary, on the Web, or in a dictionary. In addition, it lets them find other occurrences of the term in the same course. Search text enables learners to rapidly  more...

Manager s Performance Guide - Team Conflict Skills ...ng and development departments. Managers are increasingly being asked to show how their training efforts add value to the organization, and that means being able to measure performance. Have behaviors changed? How can we determine behavioral change? During the past four decades, numerous models of training evaluation have been proposed. Donald Kirkpatrick created the one that's been most widely  more...

Managing and Maintaining Brand Equity ...n lifestyles change. How can you respond successfully? By being ready for change and having a plan of action. This course gives brand managers, and anyone involved in marketing, an awareness of the ongoing spectrum of issues involving brand management, as well as step-by-step strategies to help your brand survive--and even thrive--in a competitive market. So, what opportunities, influences and  more...

Views on Organizational Change ...espond to change tend to follow predictable patterns. Being able to think of yourself as part of this larger picture is a big help when you set out on a journey of change. "Views on Organizational Change" gives you an insight into the basic principles that drive change. You also gain an understanding of the factors that impact on the readiness and ability of people to change. The course  more...

Redesigning Your Organization Part II What do you do after you've created an idealized design for your organization? This course will provide you with the skills you'll need to successfully implement an idealized design in your organization. You'll study the groundwork for learning, including how to use adaptive learning and how to be an advocate for adaptive learning. You'll learn about democratic hierarchies, decision-making  more...

Managing the Execution and Control of IT Projects Did you know that the average IT project has cost overruns of nearly 200 percent, and that almost 30 percent of all IT projects fail? Why do you think IT projects are so vulnerable to cost overruns and failure? How can you ensure that your project does not end up as one of these statistics? You can avoid being a statistic by managing project scope, cost, and scheduling. As you go through this  more...

CISSP Domain Cryptography To recognize how different cryptographic technologies are used to provide confidentiality, integrity, and authentication for data being transferred across untrusted networks; to prepare candidates for one of the ten knowledge domains assessed in (ISC)2's CISSP certification exam  more...

Oracle Database 11g Managing Resources and Task Automation To identify ways to ensure that resources are being put to best use and database jobs are performed when they should be, using the Database Resource Manager and the Scheduler.  more...

Standard Business Etiquette ...tions, middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial, particularly if you're looking to advance your career. How do you maintain your private "space" when you sit in one of a dozen cubicles? How should you address your peers and  more...

Business Etiquette for Supervisors Some supervisors seem to be able to energize their employees to give their best efforts. Other supervisors have to engage in a battle of wills to accomplish the simplest tasks. What's the difference? According to a 19th-century management thinker, a supervisor: "has the power to make employees happy or unhappy; and to make their jobs a pleasure or a burden. A supervisor's power lies in words and  more...

The Process of Interpersonal Communication ... to be productive in today's business environment without being an effective communicator. This is particularly true if achievement of your goals depends on your ability to influence others. You need to be able to communicate your ideas, instructions, thoughts, and feelings accurately. This is not as easy as it may seem, and ineffective communication is often at the core of a high proportion of  more...

The Mechanics of Communicating Effectively ...y, good listening involves more than just hearing what is being said. To be an accomplished listener you must be prepared to become actively involved in the process, demonstrating your willingness to truly understand what the other person is saying. In this course you will be given strategies to assist you to improve your listening skills and in doing so to make solid connections with those you  more...

Handling Conflict ...pproaches to conflict, based on a spectrum that goes from being only concerned about your own needs, to only being concerned about other people's needs. This spectrum gives rise to five possible strategies for dealing with conflict. Whatever strategy you apply, some core techniques will make you more effective. These involve three main actions: confronting the conflict, communicating with  more...

Team Feedback A Guide ...re that team performance is managed effectively--feedback being of crucial importance. Feedback about how the team is performing, how individuals are contributing to the team's performance, and how the team is being managed, are all vital. Managing team performance is complex, because effective teams depend on synergy between individual and team factors. In this course, you will learn what  more...

Crafting Deals "A wise man will make more opportunities than he finds." Could Francis Bacon possibly have been wondering about how to make the most out of his dealings with other people when he wrote those words? Do you ever wonder about your own ability to create opportunities for yourself? Think of something that you really wanted in the past. It could be anything--a promotion at your workplace, a new car, or  more...

What to Do When the Going Gets Tough "It is common sense to take a method and try it; if it fails, admit it frankly, and try another. But above all, try something." Franklin D. Roosevelt spoke these words of wisdom. Negotiating can be challenging, especially when the stakes are high. It's possible to be suddenly stopped in your tracks when an event or circumstance sends the whole deal reeling. Have you ever been involved in a tough  more...

How to Work with Arrogant and Duplicitous People In certain settings, jesters and gossips can be quite entertaining. However, at the office or on a regular basis, they are not amusing. In fact, their habits can be quite destructive. If you've had it "up to here" with someone who has a head the size of a compact car, or if you're tired of being told the latest malicious gossip by someone else, you'll want to take this course. After you've learned  more...

Essentials of External Consulting ... work in a variety of disciplines, clearly the role means being an advocate or representative of your organization.For such a role, you'll need excellent client-facing skills. These include communication and listening, presenting, report-writing, meetings and negotiation. Combining this with, in equal measure, qualities of leadership, creativity, and emotional intelligence.In this course,  more...

Performance Metrics for an Inbound Call Center ...tic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze performance? Is performance quantifiable? Yes it is Call center performance metrics outlines  more...

Cross-selling in a Customer Service Call ...forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers.As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers.  more...

Brand Management Developing a Brand Strategy ... Given a situation, identify the action that is being taken to protect a brand. Create a brand vision. Create a sub-brand. Given a scenario, analyze why your new product failed. Audience The target audience for this series is brand managers, product managers, and marketing personnel who wish to  more...

Lotus Notes R5 Managing and Sharing Information Course Overview This course provides participants with the skills necessary to use Lotus Notes R5 on a daily basis in their workplace. At the completion of this course, students will learn how to design and manage forms and views; search domains, address books and the Internet for information; automate routine tasks by using agents; browse the Web by using the Personal Web Navigator; manage  more...

Lotus Notes R5 Managing and Sharing Information Course Overview This course provides participants with the skills necessary to use Lotus Notes R5 on a daily basis in their workplace. At the completion of this course, students will learn how to design and manage forms and views; search domains, address books and the Internet for information; automate routine tasks by using agents; browse the Web by using the Personal Web Navigator; manage Web  more...

Data Modeling - Develop Depth to Your Models ...rtype/subtype construct. Identify the business scenario being modeled in a supertype/subtype construct. Identify what exclusive relationships are. Create an ER model for a business scenario using an arc construct. Identify the business scenario being modeled in an arc construct. Identify when an arc should not be used as an alternative to a supertype/subtype. Identify the need to  more...

Quality Management Business Process Improvement ...s at all levels of the process of product development are being asked to participate in quality improvement efforts. Since Icon will no longer rely on independent consultants to develop process improvement initiatives, it is your job as a QA Director to train Caroline and Linda in how to establish process improvement teams. Unit 2: Developing a Path for Change (0.5 - 1 hour)  more...

International Business Essentials The Global Business Environment ...nd the Americas. The program focuses on the importance of being culturally competent. Students also learn how to define the PPP theory, how to identify guidelines for conducting business with people of different cultural orientations, and how to adhere to the basic business practices, protocol, and behavior styles of other cultures. Learn To: Identify the four types of business  more...

Self Development Positively Influencing Others Self-Development: Positively Influencing Others offers the student an overview of the information required to influence others through nonverbal communication and language, and covers how to use influence to empower people. The program details how the student can enhance his or her level of influence by listening actively, understanding Satir modes and sensory systems, building rapport, and  more...

Business Travel Safety Domestic Travel ... Identify measures you can take if you are being followed on foot. Identify guidelines for ensuring that your hotel room is safe. Identify measures you can take to avoid crime in leisure location. Audience The target audience for this program is anyone who travels for business purposes. Deployment Options e-Learning  more...

ABAP 6 10 Reporting ...uced to batch input programming and evaluation as well as being introduced to the ALV grid control and shown what it can be used for. Learn To: o Integrating Reports in SAP R/3. o Area Menus. o Transactions. o Creating User-Specific Menus. o Batch Input. o Working with Files. o Batch Input Programming. o ALV Grid Control. o ALV Grid Control: Details. o Simple Program with  more...

Business Travel Safety Safety Measures for Travelers ...arn why business travelers are often at a higher risk for being involved in a crime than local citizens. Additionally, you will understand what precautions a woman traveler should take and what safety guidelines should be followed. You will also learn why it is important for disabled persons to consider their safety when traveling and some specific air safety and travel guidelines for disabled  more...

Creativity Innovation Promoting Team Creativity Creativity and Innovation: Promoting Team Creativity offers the student information required to organize creative teams, conduct effective team sessions, and avoid roadblocks to team creativity. The program covers activities that can be used to increase creativity in a team and describes the creative problem-solving process. Learn To Demonstrate characteristics of  more...

Cross Cultural Business Comm Understanding Cultural Differences ...ultures that value space. Categorize a given topic as being acceptable or unacceptable to discuss in an e-mail. Audience Managers, supervisors, employees, or anyone who communicates internationally for their organization, from their home office or while traveling, on a regular basis. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU  more...

Budgeting Capital Budgeting ...enario, correctly identify the capital budgeting decision being made. Calculate the depreciation of an asset using the straight-line method. Identify and apply formulas for discounting cash flow. Calculate discount rates. Sequence the steps managers should follow when justifying a  more...

Emotional Intelligence Developing Emotional Intelligence Skills ...e process can be applied in various situations, including being assertive, providing and accepting feedback, building positive work environments, and during sales. Learn To Identify the five abilities of Emotional Intelligence. Identify the benefits of Emotional Intelligence at work. Apply guidelines that  more...

E-mail Etiquette E-mail in the Workplace ...en to attach files, and how to prevent your password from being stolen. Learn To Identify advantages and disadvantages of e-mail. Forward an e-mail message. Reply to an e-mail message. Identify the guidelines that will help you avoid writing inappropriate e-mail. Arrange the steps management can take to ensure employees follow company e-mail policy. Identify the  more...

Organizational Communication Communicating in the Workplace ...rn To Given a situation, identify the role that is being fulfilled. Follow the process for analyzing change. Assist employees through a change. Apply the process for developing an individual-organizational relationship. Apply technology guidelines to an organization. Identify guidelines for communicating electronically. Audience Managers, employees, team leaders,  more...

Workplace Aggression Taking a Proactive Approach ... Explain why customization is important when being proactive. Simulation Overview: In this simulation, you will meet with Maxwell Carson, Icon's Director of Human Resources, to discuss the importance of taking a proactive approach toward workplace aggression. Through your questions, you will learn about the three steps to taking a  more...

Exit Interviewing Skills The Termination Process ...a two-percent defect rate, with a one-percent defect rate being considered ''good'' performance. Your goal for this meeting is to begin Nick's monitoring process by clearly explaining the standards by which his job responsibilities and performance will be measured. Unit 2: Guiding Employee Performance (0.5 - 1 hour) Identify the steps for improving employee  more...

Human Resource Law Family Medical Leave Act ...mpensation Manager. Your key job responsibilities include being a liaison between employees, management and insurance carriers, processing paperwork and new hire orientation. Since you are about to conduct your first new hire orientation, the HR Director want to go over some FMLA policies with you in case you need to answer any questions for employees. You must already reference these policies  more...

Strategic Decision Making Advanced Decision Making ...sions. You goal is to demonstrate that you are capable of being the lead of the team. Unit 2: Managing Group Decisions (0.5 - 1 hour) Sequence the steps for creating an affinity diagram. Identify the steps for determining whether a decision is successful. Demonstrate an understanding of how to make group decisions.  more...

Business Problem Solving The Problem Solving Process In Business Problem Solving: The Problem-Solving Process, you will learn the three phases of the problem-solving process and how to complete each phase. The program also gives you several processes for generating solution options and a method for prioritizing problems. By applying the information in this program, you will be able to identify a problem's root causes, develop and implement an  more...

Business Problem Solving Critical Thinking Info Analysis ...) Identify the type of reasoning being used in an example. Identify the process for logically analyzing a problem. Identify two common reasoning errors. Identify guidelines for preventing reasoning errors. Avoid errors in reasoning. Simulation Overview:  more...

Essentials of Management Negotiating Skills ...n (0.5 hours) Research the issue being negotiated. Set goals and limits for the negotiation. Analyze whether to reveal your limits. Simulation Overview: In this simulation you will be meeting with a sales representative from a leading provider of computer software. You want to establish a  more...

Essentials of Management Maintaining a Productive Workplace In Essentials of Management: Maintaining a Productive Workforce, students learn various ways to improve a job process, to provide support to help employees stay productive, to offer employees feedback, and to apply strategies for improving productivity. In addition, managers learn how to help employees overcome three main productivity problems encountered in the workplace. Learn To  more...

Change Management Managing Change ... In this simulation, your Director of Marketing is being promoted and the Marketing Manager has been chosen to fill the vacant Director of Marketing position. You are meeting with them and the Director of Human Resources to discuss the perceived effects the change will have on the department and its employees. Unit 3: Monitoring a Change (0.5 - 1 hour) Identify  more...

Correcting Performance Problems Addressing Performance Problems ...eshow, you learned that they were unaware of improvements being made to Icon's Uninterrupted Power Source (UPS) products. Keeping existing and prospective customers informed of new features are part of Robin's responsibilities, so you need to hold a constructive feedback session with her. Your goal is to follow the process and guidelines for this type of session, resulting in Robin  more...

Business Ethics Ethical Decision Making ...et with Trina Hansen, a recently hired Account Executive. Being new to the company, Trina is unsure of certain procedures at Icon. She believes that several of her co-workers have been taking office supplies and equipment home. She realizes that theft is wrong, but is unsure of her ethical responsibility. She is tempted to report the theft, but doesn't want to overstep her bounds or anger her  more...

Negotiating Preparing for a Negotiation ...n To Classify objectives as being monetary, growth, status, or principle. Identify steps for establishing requirements. Identify ways to research the other party before a negotiation. Follow the appropriate process for estimating the other party's requirements.  more...

Organizational Crisis Mgmt Managing a Crisis ...launched ''Star Polish,'' a product which was marketed as being able to make any car look like new. A dynamic marketing campaign surrounded the launch and included television advertising and in-store promotions. The success of the product is vital to the organization's survival, and it was hoped that the innovative ''Star'' would surprise competitors and reestablish Icon as a market leader.  more...

Advanced Project Mgmt Building Productive Stakeholder Relationships ...cess for visitors in a condensed form, with the equipment being contained in a gigantic glass bottle. In your meeting with Colleen, Drew, and Mildred, you must elicit their expectations for the project, determine their comfort level with risk, and identify the constraints you should be aware of. Unit 2: Stakeholder Communication (0.5 - 1 hour) Identify the steps for  more...

Team Leadership Developing A High Peformance Team ... 1 hour) Categorize functions as being group related or team related. Choose the right type of team using guidelines. Match types of teams with the correct descriptions. Choose examples of criteria that should be used when selecting team members. Simulation Overview:  more...

Team Conflict Working in Diversified Teams ...fers the student information for understanding diversity, being part of a diverse team, and resolving conflict in a diverse team. The program covers factors that contribute to team diversity, guidelines for effective communication, and approaches for achieving goals in a diverse team. Learn To Apply guidelines for effective communication in a diverse team.  more...

Project Teams Participating on a Project Team ... Recognize the guidelines for being an active listener. Audience Project team members, team members, and team leaders who are interested in learning more about how project teams are created and how they function. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English  more...

Project Teams Building a Project Team ... Identify the levels of need being met according to Maslow's Hierarchy of Needs. Set ground rules during an informational meeting. Identify the expected result of a project team. Set team goals. Identify the five language characteristics listed in the  more...

Brand Management Managing Brand Equity ...eam has indicated that your hard work will result in your being promoted to Product Manager for Carb-AR. Unit 2: Measuring Brand Equity (0.5 - 1 hour) Select the factors you should measure when conducting a brand assessment. Select the steps to perform a brand assessment. Identify the characteristics that comprise an  more...

Achieving Success Without Authority Personal Accountability ... To Identify the effects of being caught in the victim cycle. Identify reasons for using action words in questions. Differentiate between positive and negative coaching behaviors. Differentiate between accountability and responsibility. Differentiate between  more...

Frontline Leadership Knowledge in the Workplace ...o. You are in charge of an upcoming sales meeting that is being held to educate the Division's corporate sales teams on Icon's latest corporate software packages. The goal of the meeting is to give the sales teams enough information about the packages so they can efficiently promote the software systems to their clients. Unit 2: Encouraging Knowledge Exchange (0.5 - 1 hour)  more...

Mentoring Using a Mentor to Your Advantage ...ong relationship with their mentor and gain the most from being mentored. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options Japanese, US English, French Total Learning Time 2 to 4 hours Objectives Unit 1: Becoming an Effective Mentee (0.5 - 1 hour) Identify the qualities  more...

Advanced Six Sigma Your Role as a Green Belt ... The target audience for this course is individuals being asked to consider becoming a Green Belt, and those interested in learning more about what is involved in the role of a Green Belt in an organization. It is recommended that individuals take the first four courses in the series or have equivalent knowledge. Deployment: Self-Study Accreditation NASBA credits: 3  more...

Advanced Six Sigma Preparing for Black Belt Projects ... The target audience for this course is individuals being asked to consider becoming a Black Belt, and those interested in learning more about what is involved in the role of a Black Belt in an organization. It is recommended that individuals take the first five courses in the series or have equivalent knowledge. Deployment: Self-Study Accreditation NASBA credits: 2  more...

Scoping the Six Sigma Project Six Sigma?? Black Belts are called upon to solve problems that have no known solutions. This is a risky endeavor. Yet Six Sigma deployment has a track record of success. One of the keys to its success is proper project scoping. No one wants to try to do it all with a single opportunity. Six Sigma projects need to be selected mindfully and scoped appropriately. Yet, without known solutions,  more...

Six Sigma Listening to the Voice of the Customer ...ries and markets, so now it's the company itself which is being admonished to beware. That means businesses should be looking for the best way to gauge what its customers really need and want. In "Six Sigma: Listening to the Voice of the Customer," Six Sigma Green Belts and team members learn that best way. The course consists of two lessons: "Understanding Customer Requirements," and "Defining  more...

Ethics and Professional Knowledge ...being ethical mean? How does one make the best ethical choice in a complex project management environment? What are legal requirements, and how can you spot the moment when conflict of interest has occurred? In today's world, project managers must have a clear comprehension of these ethical responsibilities.Project managers must also be aware of their professional duty to contribute to the body  more...

Business Travel Safety - Safety Measures for Travelers In Business Travel Safety: Safety Measures for Travelers, you will learn why business travelers are often at a higher risk for being involved in a crime than local citizens. Additionally, you will understand what precautions a woman traveler should take and what safety guidelines should be followed. You will also learn why it is important for disabled persons to consider their safety when  more...

Crisp Composition When you send off business documents that you have written, what do you think the recipients--your readers--hope for? Do they want to plow through long-winded documents that never get to the point? Do they want to waste time puzzling out what your convoluted sentences mean? Do they want to send back numerous requests for clarification? Do they want to pull out an unabridged dictionary just to  more...

Making Telephone Calls Count ...tomated world, sometimes, just the act of getting a human being on the other end of the telephone can be quite a challenge. While automated voice attendants can be annoying, so is getting a person on the other end completely devoid of personality and knowledge. As a society, Americans are becoming more accepting of automated voice attendants. They're everywhere. When a customer calls you  more...

The EXCEL Acronym Instilling Service Excellence ...for EMPOWER YOURSELF, one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking ownership of your own personal service philosophy. That brings us to the last letter, "L", which issues a challenge. In "Learn to be Flexible", you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer  more...

Service Teams and Service Stars ...e. In this course you will also explore the importance of being a little "self-serving." You are much better caretakers if you practice taking care of yourself. After looking at individual excellence, you will look inside the workings of a championship team, a group that has the know-how to deliver knock-your-socks-off service. But beware of team issues that can destroy your levels of service.  more...

Design for X DFX ...es to meet the existing and future needs of customers are being introduced. In the continued quest for superior products and services, there is a drive to reduce cycle time and times to market while reacting faster to market and technology changes. A number of approaches have been adopted to increase the efficiency of the product-development process. These approaches have become known  more...

Fall Protection Training The online Fall Protection course gives you a basic understanding about OSHA standard, 29 CFR 1926 500, and how it identifies areas or activities where fall protection is needed. It clarifies what an employer must do to provide fall protection for employees, such as identifying and evaluating fall hazards and providing training. Under the standard, employers are able to select fall protection  more...

OSHA 30 Hour for Construction - Online OSHA 30 Training ...uiz. Failure to successfully pass the quiz will result in being locked out of the course and not allowed to continue with an online training format for your outreach training. Once you have successfully completed all of the modules, you must pass a final exam to receive full credit for the course. The exam is 20 questions long and will test your knowledge on information covered throughout  more...

OSHA 10 Hour for General Industry - Online OSHA Outreach Training ...uiz. Failure to successfully pass the quiz will result in being locked out of the course and not allowed to continue with an online training format for your outreach training. Once you have successfully completed all of the modules, you must pass a final exam to receive full credit for the course. The exam is 20 questions long and will test your knowledge on information covered throughout  more...

Green Building Commercial Certification Program ...utility bills. 7. Improve the comfort, health and well being of building occupants and public visitors. 8. Design buildings with improved performance that can be operated and maintained within the limits of existing resources. Upon successful completion of this program, students will be able to print an HP&P Safety Certificate for the Green Building Commercial Certification. Cost:  more...

HACCP Food Safety Course ...place that is designed specifically to guarantee the food being served is safe to eat. This specific food safety system is called HACCP for Hazard Analysis and Critical Control Point. HACCP is a system comprised of 7 principles that are to be applied to a written food safety program focusing on the food in your operation. This course aims to teach you the importance and use of all 7 principles  more...

Internet as a Business Tool The Internet can save you time and money, and it can make you time and money. Whether you own a business or work for one, being able to use the Internet effectively is critical. This title offers two ready to deliver courses covering the basics of how you can use the Internet for selling, researching and communicating in business.  more...

Tracheostomy Care for the Sub-Acute Care Setting ... practitioners and facilities who want to be proactive in being able to meet the demand and support this fragile population. Tracheostomy and ventilators can make even the most seasoned healthcare practitioners uneasy. For many RNa ™s, LPN/ LVNa ™s, and CNAa ™s working in skilled nursing facilities, these patients will provide a new challenge and demand that they develop new  more...