How To Master Performance Management ...n -- Managing employee performance is the single greatest challenge facing supervisors and other leaders in today's competitive and fast-paced organizations. Learn how to maximize the contributions of each employee by setting effective goals, monitoring accomplishments, recognizing achievements, and disciplining or redirecting those who are not meeting performance requirements. IMPORTANT NOTE: more...
How To Master Supervision ...scription -- Supervisors in all functions face a daunting challenge as they bridge the gap between individual contributors and management. This bundle addresses four critical competence areas, beginning with an overview of successful supervision and attacking three major supervisory responsibilitiesa leading meetings, managing projects, and delegating. IMPORTANT NOTE: INTERNET EXPLORER (IE) more...
The Banking Industry Overview Version 2 ...pressures, consolidation, and technological and marketing challenges, not to mention unforeseen financial and political crises. However, with cash and capital, banks are positioning themselves to succeed in the future, while coping with regulatory compliance, global competition, and financial and operational risk.This course provides an overview of the banking industry. First, this course more...
The Retail Industry Overview Version 2 Retail is one of the largest industries and one of the most visible to consumers. The retail industry includes businesses such as automobile dealers, retail gas stations, and department stores. Over the years, it has gone through various sales-channel shifts, from catalog sales to online selling. Yet, throughout these changes, the brick-and-mortar stores have remained strong. In today's retail more...
The Telecommunications Industry Overview Version 2 Connecting the globe, the telecommunications industry is an essential element of the modern business world. It is also one of the most volatile. Plagued by regulatory discord and economic uncertainty, telecom carriers have struggled to maintain sound footing and a competitive edge, all the while endeavoring to provide crucial, uninterrupted service to their customers. In an age of rapidly more...
Call Center Operations Workforce Management This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers. more...
Managing a Customer-focused Department Simulation ...omers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to help your more...
Managing Delivery ...rol systems. Keeping motivated and focused will also be a challenge, particularly if the project is lengthy and demanding. It is unlikely that everything will run smoothly. You may experience difficulties that push you to the limit. But all is not lost. The way that you handle problems will be the deciding factor as to whether you gain repeat business or not. Most of all, as an external more...
Customer Support Specialist Simulation ...g the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry, difficult, and demanding phone customers before stress gets the best of you. This simulation is based on the SkillSoft series "HDI - Customer Support Specialist" and contains links more...
Managing the Quality of the Customer Support Service Center ...rience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a more...
Elements of Project Human Resource Management ... experienced and competent professionals who can meet the challenge. This requires that project managers understand the Project Human Resource Management processes of planning, selecting, developing, and managing a project team. Such an understanding enables project managers to lead the project team to project completion and success. This course will emphasize the importance of Project Humanmore...
Project Management for Non-Project Managers Simulation ...skills in a secure, virtual environment before facing the challenge of an actual, real-world project. Over the course of the simulation, participants will be tested on the objectives of transitioning to project manager, managing an imposed project team, demonstrating effective leadership, monitoring project activities and quality, maintaining control of a project, and problem solving and more...
Making Telephone Calls Count ...he telephone merely satisfactory, or is it superior? When challenges present themselves, how well do you handle yourself? What do your actions say about your company? You may think telephone interactions are all simple and straightforward. The customer talks. You listen. But how well do you listen on the telephone? Are you missing key opportunities to address the caller's needs? Does the caller more...
Developing a Positive Attitude Oftentimes your success or failure depends not only on the situation you are in, but how you react to that situation. Your reaction to the situations you encounter is significantly influenced by your attitude. Having a positive 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 more...
Managing Conflict in the Workplace Simulation Conflict is inevitable in the workplace. Everybody has their own ideas about how things should run. Eventually, these ideas will collide. When they do, you don't need to be unprepared to manage the fallout. Above and beyond all the skills you can possibly learn for managing conflict, effective communication skills will prove to be the most beneficial. Without open lines of honest communication in more...
Getting Results without Authority Simulation You have been hired within the last year as a design engineer at Autorad, a company that manufactures automotive components. Historically, the company specialized in custom-designed components for limited production runs. In recent years, the company has moved into more mainstream applications and must adapt to a mass-production mind-set. Your team has been working on a new steering wheel design more...
Continuous Performance Assessment ... Even with conventional roles and relationships this is a challenge, but for many organizations, the role of the employee is more flexible, and reporting arrangements are more remote. The 21st century manager has to plan to appraise employees he may rarely see. The second stage is changing the annual performance meeting into ongoing communication about performance between the manager and more...
Attracting Motivating and Retaining Technical Professionals ...tasks. This course is designed to help managers meet that challenge. In it you will learn the factors and techniques that can attract competent technical people to a job, and you will learn how to apply these techniques to your own company. Plus, you will explore how to create the kind of work environment that will support and delight these professionals so they will continue to improve their more...
Leading Generations X and Next This course deals with the characteristics and needs of the two youngest generations in the work force--Generations X and Next. These two generations have quite different attitudes toward work and career development. The first lesson identifies the needs of younger people with regard to their unique position in modern markets, desire for flexibility, desired work rewards, and career development more...
Managing Managers ...ess strategy. Managing managers is likely to be a greater challenge than ever before. It requires a new set of skills, insights, and competencies to drive performance and improve the bottom line. Successful managers must not only have the ability to continuously drive their managers to respond to change and stay ahead of the learning curve, they must also cope with any performance impediments, more...
Coaching Personalities and Teams Simulation ...d packaging on its flagship candy bar, the Dulce bar. The challenge of the repackaging initiative is to appeal to a younger demographic while not alienating the candy's older and loyal consumers. The Marketing Director and Team Lead at Dulce Confections has asked you to assume the role of project manager and coach for this initiative. Within your team there is great support and enthusiasm for more...
The Mark of a Leader Do you feel that your people can't get along without you? If you're not available, do your people lack direction and therefore, productivity suffers? If you feel that you've been overmanaging and underleading, this course is for you. There is a strong difference between activities and roles of effective managers and those of successful leaders. You'll discover what some of those key differences more...
Communicating with Power and Confidence ... you want to take charge, welcome responsibility and view challenge as an opportunity? In today's workplace, when administrative support professionals talk, supervisors listen. They have been empowered and given many managerial responsibilities. They can now work alongside rather than as subordinates to their managers. They no longer only proofread, make coffee, or take notes. Today they run more...
IT Challenges Present and Future ...ith every improvement in information technology comes new challenge. Whether trying to upgrade systems, enhance e-commerce opportunities, or simply make projects more successful, your job as IT manager is to avoid the pitfalls inherent in each task. Meanwhile, new and demanding responsibilities are on the horizon for governance, cybersecurity, and incident response, fields that are still under more...
Lean Concepts ...iness processes are 90 waste and 10 value-added work. The challenge for businesses today is to find new ways to dramatically reduce costs and improve investment returns while better serving their customers. To meet these challenges, organizations have turned to Lean Thinking, which seeks the elimination of all forms of waste, strives for continuous improvement, and simplifies business more...
Six Sigma Introduction ...ization. You will then examine how you can meet Six Sigma challenges and the skills you will need to grow in a Six Sigma organization. As a result of taking this course, you will have an internal understanding of Six Sigma. You will then be able to recognize processes that need improving. You will be able to meet the Six Sigma challenge and assist in building a Six S This course is designed for more...
OS 390 MQ Series ...s its use on the OS/390 platform. It begins by describing challenge fundamental to applications running across networks consisting of diverse platforms, then proposes MQSeries as the key middleware solution. The benefits of messaging and queuing are explored. Additional problematic applications scenarios are discussed, and MQSeries is shown to be an effective solution to each. Various types of more...
e-Business Part 1 Facing the e-Business Challenge The first course in the e-Business curriculum focuses on the history, trends, and opportunities around the movement towards e-Business. It compares and contrasts e-Commerce and e-Business. The target audience is those individuals tasked with planning/implementing e-Business strategies within an organization (primarily technical and business managers, as opposed to programmers, network engineers, more...
e-Business Part 1: Facing the e-Business Challenge The first course in the e-Business curriculum focuses on the history, trends, and opportunities around the movement towards e-Business. It compares and contrasts e-Commerce and e-Business. more...
Rising to the Customer Challenge: Engage Difficult Customers ...Challenge: Engage Difficult Customers is the eleventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the five guidelines for handling the unreasonable customer identify the four guidelines for handling the angry customer and identify the four guidelines for handling the unhelpful colleague. The PrimeCustomer Care curriculum offers a useful more...
Administrative Assistant Skills: Enhancing Your Skills In Administrative Assistant Skills: Enhancing Your Skills you will learn how to communicate effectively be a team player and encourage cooperation when you do not have formal authority over others. You will also learn how to project a professional image dress professionally and practice effective conflict resolution when dealing with difficult people. In addition you will learn how to manage more...
Managing Performance: Overcoming Performance Appraisal Challenges In Managing Performance: Overcoming Performance Appraisal Challenges you will learn how to encourage regular communication how to conduct a status meeting and how to document ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition you will learn about the laws governing the appraisal process so you can more...
e-Business Part 1: Facing the e-Business Challenge The first course in the e-Business curriculum focuses on the history trends and opportunities around the movement towards e-Business. It compares and contrasts e-Commerce and e-Business. more...
Security Part 1 Security Concepts ...of Kerberos. Identify features of Challenge Handshake Authentication Protocol (CHAP). Identify features of certificates. Identify features of tokens. Identify factors used in multi-factor authentication. Identify features of mutual authentication. more...
Effective Presentations Essentials of Persuasion ...tion (0.5 - 1 hour) Describe the challenge of persuasion. Apply two guidelines for using persuasion ethically. Simulation Overview: In this simulation, you will meet with Greg Baldwin, one of Icon's Product Managers, to discuss persuasion and its role in giving effective presentations. Through your more...
Managing Performance Overcoming Performance Appraisal Challenges ...In Managing Performance: Overcoming Performance Appraisal Challenges, you will learn how to encourage regular communication, how to conduct a status meeting, and how to document ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition, you will learn about the laws governing the appraisal process, so more...
Cross-Functional Teams Cross-Functional Team Development ...mation about encountering and overcoming task achievement challenges, as well as evaluating and recognizing team successes. Learn To Apply the guidelines for effective team communication. Conduct and facilitate a cross-functional team meeting. Complete a Gantt chart. Use the steps more...
E-Business Part 1 Facing the E-Business Challenge The first course in the e-Business curriculum focuses on the history, trends, and opportunities around the movement towards e-Business. It compares and contrasts e-Commerce and e-Business. Learn To: a Identify types of e-Business. a Identify e-Business technologies. a Identify the phases of e-Business. a Identify major trends in e-Business. a Identify the more...
Support Professional - Online The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge. more...
Masters of Science in Legal Studies ...studies curriculum is "outcomes-oriented", which means we challenge you with real-world experiences that require relevant, hands-on skills. Each course includes a clearly defined set of goals, so you always know what's expected of you and how you're doing. Class sizes are small, too, to let us track your success more closely.
The Master of Science in Legal Studies degree was created by more...
Cold Calling with Confidence Brush up on successful methods for cold calling to market products or services. Learn effective techniques for landing that first appointment, turning rejection into a potential sale, and building strategies for maintaining contact over time. Whether you are a beginner in sales, or in need of a refresher, developing a wide array of skills and strategies helps build confidence throughout the sales more...
Cultivating Creativity Each of us is born creative, even if we are not artists or sculptors. Creativity is what gives us the power to find alternative solutions to everyday problems, and is therefore invaluable in business. Learn some practical strategies and tips on how to become more innovative based on ideas and practices drawn from experts in the field of creativity. more...
Setting Goals that Stretch In this JEDlet, learn how stretch goal setting can be used to enhance employee performance and accelerate employee growth and development on the job. Applied properly, stretch goal setting can ultimately boost the bottom line of an organization by creating high performance teams. more...
Successful ISO Certification ISO certification is a challenge to attain because the path to achievement for each individual organization is unique. This JEDlet offers constructive pointers on how to streamline your successful certification process. more...
What's in a Name? How people initially perceive and respond to your business, product, or service, will often be determined by its name. If you are faced with the challenge of creating a name to brand a product, service, or business, follow this helpful guide to learn some basic strategies, creative techniques, and caveats involved in new name generation. This JEDlet does not cover legal trademark or copyrighting more...
'Win-Win' Sales Strategies Looking to improve communications with your clients? Discover a new way of doing business by integrating Bob Burg s approach in Winning Without Intimidation. Using positive preparation methods, you can prepare mentally to make a sale and overcome any obstacles you might encounter in the process. more...
web design I ...l order? This distance learning course equips you for the challenge through industry-foundation online, instructor-led web design projects. Course assignments focus on project planning, layout, usability, learning different design styles, adding popup windows, forms, and CSS.
Develop your Web design skills by training with one of the leading experts on Web design and technology. You'll more...
indesign basics ...es, newsletters, reports, and other print pieces can be a challenge without the right tools. Along comes Adobe InDesign with all the features and flexibility and you'll need to publish professional-quality layouts. Whether you're new to layout design or making the switch from QuarkXPress, training with InDesign Basics will help you get your creative ideas on the page.
In this six lesson Adobemore...
golive basics Looking to create beautiful Web sites, without all that tedious coding? Look no further! Just about anything you can publish on the Web, you can create in Adobe GoLive.
In this 6-lesson course, you'll gain a strong working knowledge of GoLive, from FTPing basic Web pages to creating advanced layouts, using frames, implementing CSS, adding multimedia files, and more. You'll be surprised at how more...
General Security Concepts ...ethods including username/password, certificates, kerbos, Challenge Handshake Authentication Protocol (CHAP), token, multifactor, biometric, and mutual authentication. In addition, the course focuses on auditing, various kinds of security attacks, malignant code and the associated types of the malignant codes. The course also covers the scanning techniques, such as Transmission Control Protocolmore...
Managing Your Time in Style Managers, small business owners, team leaders, and team members alike can all benefit from becoming more efficient. Learn how to identify your time-robbing habits in order to trim wasted minutes from your day. Make time spent at work more productive, reduce time constraints, and secure leisure time. more...
Emotionally Disturbed Persons ...is course is the emotionally disturbed individual and the challenge he presents to you, the law enforcement officer. For a multitude of reasons, interactions between people with serious mental illnesses and law enforcement officers are increasing. In this course, you will learn about developmental disability, psychotic and neurotic mental illnesses, and the early warning signs of potential more...
Advanced Layout Design Course ...t goes where on a page or editorial spread, is a creative challenge for any graphic designer.
In this intensive 3-lesson course, you'll tackle advanced-level layout projects that push your design skills to the limit. You'll learn how to build strong foundations for your page design, explore creative applications for lines and shapes, and discover how to break the rules while maintaining the more...
After Effects I Course ...the training exercise, you'll take on a classic animation challenge: animating a bouncing ball using linear and Bezier keyframes and scaling to achieve a convincing-looking action.
LESSON 3 Text Animation After Effects allows you to manipulate text with considerable control and finesse, which explains why it's a favorite for television and film titling. In Lesson Three, you will learn to use more...
Color Correction Course ...se of clients with accuracy and consistency. The projects challenge you to utilize working spaces and synchronize colors settings across CS applications.
LESSON 3 Measuring Color Lesson Three equips you with a scientific approach to evaluation using Eyedropper Tool and the Info palette. You'll learn how to correct grayscale and color images using expert calibration curves that you've created more...
digital illustration advanced Digital illustration is a challenging but expressive area of graphic design. It brings out each artist's unique personal style.
If you've mastered the basics in Illustrator, it's time to challenge yourself and boost your skills. In this 6-lesson course, you'll learn advanced methods for communicating your creative concepts. Through step-by-step lectures, you'll explore how an expert Illustrator more...
e-commerce ...be easy, but building an e-commerce Web site is a serious challenge. What with business plans, technology, hosting, architecture, accounting, shopping cart, security, and legal issues, it's no wonder most designers leave e-commerce Web design to the pros.
In this hands-on course, you'll learn how to build a well-conceived, fully functional e-commerce Web site for your own business or your more...
figure drawing ...challenge. Capturing the human figure in all its infinite, intricate variations requires both a mastery of technique and a thorough understanding of the body.
In this six-lesson course, the artist Anki King will help you make your figure drawings come to life. Following traditional methods, you'll learn the standard measures and proportions artists use to achieve naturalistic and expressive more...
Automatic Control Valve ...shooting and resolving problems associated with them, can challenge the best engineer or technician.
This seminar is designed to include ; valve selection and specification, valve maintenance, valve design and application theory. It also includes advice on selection, specification, maintenance and the repair of many differing types of valves.
This five days course is primarily for those who more...