From Serebra Learning Corporation
Colt and Winchester Case Study 3: Mature Businesses 


...in the maturity phase. The course covers: The financial characteristics and strategic emphasis of a business in the maturity phase The appropriate financial strategy for a mature business The shift in focus from generating long-term capital growth to providing regular dividends
Development of a dividend policy
Appropriate sources of finance and business control systems for a mature
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Internetworking Technologies - Part 4 


This is the last course in a four-part series on
Internetworking Technologies 2.0. This series will help students to understand terms, concepts, technologies, and devices commonly used in networking. This course will cover contemporary routing protocols, enhancing and supportive protocols, and network management.
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Cisco Interconnecting Network Devices Part 3: Configuring Routers 


This course is the third in a four-part series that is based on
Cisco Systems' instructor-led training, Interconnecting Cisco Network Devices (
ICND 1.0). In this series, the concepts, commands, and practice required to configure
Cisco switches and routers in multiprotocol internetworks are covered. Installation, configuration, and troubleshooting information and practice that technical support
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Cisco Designing Networks Part 1: Internetworking Analysis 


This first course in the
DCN curriculum should provide the learner with a brief overview of the internetworking technologies and devices that they must understand to begin designing
Cisco networks. It should also discuss the theories and processes for identifying the networking needs of the customer.
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Building Cisco Remote Access Networks - Part 5 


This is the final course in a five-part series on Building Cisco Remote Access Networks 1.0 (
BCRAN 1.0). This series teaches students how to build a remote access network to interconnect central sites to branch offices and home office/telecommuters. In addition, controlling access to a central site, as well as how to maximize bandwidth utilization over remote links is covered. This part in the
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Cisco Building Scalable Networks Part 3 - EIGRP 


This course covers the use and configuration of the Enhanced Interior Gateway Routing Protocol (
EIGRP). It covers the basic principles of EIGRP and how it operates. It also covers how to configure EIGRP. The use of EIGRP within a scalable
Internetwork is also covered. Finally EIGRP verification is also covered. The material for this part of the course is expected to be drawn from chapter 6 of the
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Project Management: Quality Standards 
...characteristics of quality, addresses the key issues of quality management, and describes the contributions of quality management pioneers
Deming,
Juran, and
Crosby. This program also covers quality planning issues and techniques. In addition, you will learn how to perform specific planning activities that will positively impact project quality, as well as how to use checklists when performing
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Oracle Applications Release 11i: FlexFields 
Key and descriptive
FlexFields give end users and technical personnel the ability to customize an
Oracle Application to meet their business requirements without programming. Key FlexFields enable multi-segment, intelligent keys, and allow segment validation and security. Descriptive FlexFields provide users custom expansion space on forms. This course introduces the learner to different types of
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Networking Essentials 2nd Edition - Part 1 
This is the first course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Networking Essentials 2nd Edition - Part 3 
This is the third course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Solutions Development Discipline - Part 1 


This course is the first part of a three part series for IT Professionals. This series will discuss
Microsoft's philosophy on team organization, introduces a milestone-driven process model to manage the risks inherent in a dynamic environment, and provides an architectural framework for
MultiThreaded development that emphasizes reusability and distribution.
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Java 2 Programming Part 3: Core Language APIs, Threads, and Exceptions 
This is the third course in a five-part series on
Java 2 Programming. The Java platform is based on the idea that the same software should run on many different kinds of computers, consumer goods, and other devices. Java software works on any device from mobile phones to supercomputers and is incorporated into all major
Web browsers. This course covers the function of packages in Java, including
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Java 2 Programming Part 5: Streams and Networking 
This is the final course in a five-part series on
Java 2 Programming. The Java platform is based on the idea that the same software should run on many different kinds of computers, consumer products, and other devices. Java software works on any device from mobile phones to supercomputers and is incorporated into all major
Web browsers. This course teaches learners advanced topics that will help
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Overview of Business Process Management 
In today's business world, competition is tough. Organizations are under a great deal of pressure to become more productive and more efficient while developing new, innovative products and services more rapidly than ever before. Management is demanding improved quality, reduced costs, and increased productivity with fewer resources. How can organizations respond to these pressures while remaining
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Process Analysis and Documentation 
The
Six Sigma DMAIC system is a roadmap that points the way to process and performance improvement. The second phase in this methodology is
Measure. You cannot hope to improve processes and performance without first knowing where you are, assessing where you want to be, and then planning how to get there, while measuring progress toward the goal all along the way. In the words of an old adage,
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From Executive-level Sale to Strategic Partnership 
Selling at an executive level doesn't stop when the contract is signed. To develop the business and prevent attack from the competition, major accounts need nurturing. This course illustrates how knowledge of various corporate cultures will give you a customer compatible approach that safeguards and maximizes your account revenue. Salespeople who sell at an executive level and obtain and maintain
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Closing Executive-level Sales Simulation 
You are a regional account executive with
DME Corporation, a national direct mail service provider. Your company recently made a large investment toward the goal of becoming a "one-stop" shop and now offers fulfillment services. You are responsible for selling these new services to your existing client base, as well as prospecting for new accounts. You have previously identified, researched, and
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Understanding Your Customer 
Can you imagine trying to sell a product or service to a customer you know nothing about? You probably wouldn't succeed. The better you know your customer, the higher your chance for success. In this course, you'll learn about the first major component of the strategic account sales (
SAS) approach: research. You'll start by learning about the key areas to research using the SAS approach and where
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Customer Relationship Management eCRM 
Customer
Relationship Management: eCRM introduces the students to managing customer relationships over the
Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. This series is intended for managers, supervisors, customer service representatives, and anyone within an
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The Health Care Industry Overview Version 2 
There is growing evidence that the current health systems around the world will be unsustainable if they go unchanged over the coming years. The health care industry is under constant pressure to streamline operations and cut extraneous spending, while providing quality, safe, and cost-effective care to its patients. In addition, operating in a highly regulated environment, industry players need
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Completing Outbound Sales Calls 
You might have heard the saying, "it ain't over 'til it's over." This is especially true with inside sales calls. To be a successful inside sales consultant, you need to know how to keep your customer's attention all the way through the close of the sale. In this course, you will learn strategies for contacting the decision maker and for dealing with gatekeepers. You will learn the steps involved
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Completing Inbound Sales Calls 
...trategies for inbound sales presentations and explore the characteristics of an effective inbound sales presentation, as well as the features, benefits, and value of a solution. You will learn how to conduct an effective inbound sales presentation, in addition to learning the strategies to use in presenting to various buying roles. Finally, you will learn how to close an inbound sales call and
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Telecommunications Industry Overview Version 1 
Connecting the world, the telecommunications industry stands as one of the most essential elements of the 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
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Preparing for Mutual Success Satisfy Customer Needs 
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and
Internet technologies
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The Contact Center and Technical Support Agent 
...rategies to their survival. The first lesson examines the characteristics of the modern contact center as a customer-centric model. The second lesson explains how the customer-centric focus affects the
TSA's role in the contact center and examines the TSA profession. The third lesson discusses the attributes and skills a TSA needs for success in the modern contact center. Technical support
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Assessing Customer Behavior 
In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a
TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in
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Inbound Call Centers People Management 
Inbound call centers are often the only link between a company and its customers. As a call center manager, you want to hire agents with special customer service "genes."
Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to
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Inbound Call Center Technology 
Today, the technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how
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Identifying Your Customer s Expectations 
... In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers' expectations, and how your company's ability to fulfill expectations at various levels impacts on customer satisfaction. Too often, the service that customers receive is based more on the needs of the company than the wants of the customer.
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Information Technology IT Industry Overview Version 1 
Though estimates on global spending for information and communications technologies run in the trillions of dollars, this giant industry continues to struggle through fluctuating markets and must concentrate on continuous improvement to survive. Most agree that the demand for IT products and services will continue to increase, but at the same time, the customer is demanding more value per dollar
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Building Dynamic Teams Thrive on Teamwork 
This course describes techniques that will enable teams to streamline communications and improve overall performance. Professionals who want to work more effectively with others to achieve shared goals.
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The Client-Consultant Relationship 
Getting to know your clients and their needs are the vital first steps to establishing productive working relationships. Understanding more about their organizations and what they expect from you will be essential if you are to provide a high-quality service that will excite them. You will also need to know how to recognize all the stakeholders and the real decision makers within an organization,
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Internal Consulting Skills 
What skills do you need to be a successful internal consultant? What skills do you have already, and which should you develop further? This course gives you the opportunity to review your existing abilities and ways of improving your current performance. Internal consulting is not only about your specialist or technical knowledge. It's about your ability to communicate. If you fail to get your
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The Support Center Service 
This course is intended to instruct the learner in the
Help Desk Institute's (
HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer
Support Specialist (
CSS) certification
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Creating Effective Contracts 
When you hear the word "contract", you may think of a written, legal document. However, when it comes to consulting relationships, contracts are more about setting expectations and involving the right people instead of setting legal parameters. In this course, you'll examine how to approach contracting, the considerations that are most important, and how you should approach the contracting
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Project Leadership Leading the Project Team 
Project
Leadership:
Leading the
Project Team covers how to lead a project team in a way that ensures project success. The program details desirable project manager characteristics, skills, and styles, as well as how project managers can motivate project teams. In addition, the program covers how to manage project risk, guarantee on-time project completion, and prioritize projects. The target
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Project Teams Building a Project Team 
Project
Teams:
Building a
Project Team offers students information required to establish and improve project teams. The program details guidelines for team goal setting, identifies motivational theories that impact project teams, and offers ways to manage a project team during times of change. Project managers, manager, and supervisors who are interested in learning more about how to build project
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An Introduction to Project Management PMBOK-Third Edition aligned 
Imagine trying to control the unexpected and unpredictable through processes in such a way that you meet the cost, quality, and time expectations of all invested parties in order to accomplish a temporary endeavor. This is the mission of project management. Challenging? Yes. Impossible? No. All industries employ project managers to implement processes as a way to control business. In fact, the
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Project Lifecycles and Stakeholders 
Every project has a beginning and an end, but what happens in between is less predictable. The project life cycle will most likely involve uncertainties, and it's how these uncertainties are handled that determines the outcomes of the project. The more familiar one is with project phases and stakeholders, the more easily one can keep the project on track and on budget. Organizations might "fast
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Project Management Overview 


Project
Management: Overview, the first of eight courses in this curriculum. After the completion of this course you will be able to put the five principal processes of project management into practice. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to
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Developing Fundamental Critical Thinking Skills 
You may not need an
MBA to succeed in the corporate arena, but regardless of position or industry, you do need to be able to analyze, reason, and communicate effectively. These and other critical thinking skills are increasingly consequential as organizational planning and decision making become more distributed and reliant on written and verbal communication factors. Developing
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Organizational Scope of Critical Thinking 
In any complex environment systems are necessary, but they must serve an organization rather than become its masters. This is how
Ralph S. Larsen, chairman and chief executive officer of
Johnson & Johnson, describes both the need for systems and their inherent risk. Organizational systems, with complex and intricately interrelated components, demand the application of critical thinking to avoid
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Personal Accountability Working for Your Inner Boss 
Most employees in business organizations must answer to someone else. From the top of the organization chart to the bottom, nearly every manager and employee must look to a supervisor, a director, or even a customer to establish priorities, assign tasks, set deadlines, and evaluate results. Whoever gives this direction is called the boss. On one level, the boss decides how employees will perform
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Organizational Communication The Fundamentals 
Organizational
Communication:
The Fundamentals gives the student a background in communication terms and organization basics. The program also gives the student guidelines for communicating effectively and motivating employees, as well as methods for overcoming barriers to organizational communication. By applying the provided guidelines, the student will be able to communicate effectively,
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Participating Effectively in Business Meetings 
A meeting is a gathering of people to present or exchange information, plan joint activities, make decisions, or carry out actions already agreed upon. Almost every group activity or project requires a meeting, or meetings, of some sort. Knowing how to hold efficient and effective meetings can help make projects successful. In a good meeting, participants' ideas are heard, decisions are made
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An Essential Guide to Giving Feedback 
The performance of any business depends upon the performance of everyone within the organization. To ensure that all staff are meeting their potential it is essential that there is a culture which enables feedback to be given and received. This course enables you to become familiar with the key aspects of giving candid, constructive feedback about performance. The purpose of this course is to
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Giving Feedback to Colleagues 
Everyone needs good quality feedback in order to improve performance at work. In this course, you will discover how to provide effective feedback to colleagues at the same level as yourself, and to those above you, in the hierarchy of the organization. You will also learn how to deal effectively with challenging situations. In addition to considering the effectiveness of feedback, you will learn a
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What Is Emotional Intelligence 
Does IQ determine your destiny? For years, that was an overriding belief. However, new behavioral research shows that IQ provides, at best, a narrow view of human intelligence. Factors such as self-awareness, impulse control, persistence, zeal, self-motivation, empathy, and social deftness contribute greatly to an individual's success. These qualities, termed "emotional intelligence," often
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Emotional Intelligence at Work 
What makes someone a top performer in the world of work? If you think high IQ, advanced degrees, analytical skills, and technical expertise are the answer, it's time to think again. Experts now agree that
Emotional Intelligence often determines who will climb the corporate ladder and who will be passed over. Exciting new research shows that, unlike IQ, Emotional Intelligence can be developed and
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Teamwork and Emotional Intelligence 
Elizabeth and
Cassandra started with the same company at the same time in similar positions. Both were bright women. Both were at the top of the class at prestigious universities. Both had exceptional technical skills. Yet, after six months in the organization,
Elizabeth seemed to be making a bigger impact and enjoying more success. She was friendly with members of her own department and knew many
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Increasing Your Emotional Intelligence 
In today's workplace, you need to have both the intellectual skills to do the job and the emotional intelligence to interact effectively with co-workers. The successful leaders and managers around you outshine others because of their stellar people skills. Most people believe that emotions are automatic responses that they have no control over. Few realize that their emotions are determined by
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Getting Results from the Boss 
What does the word "boss" mean to you? Does it stand for
Big Old Stubborn Sourpuss? Or does "boss" conjure an image of a level-headed, flexible, and thoughtful co-worker? Whatever the case, as an employee working in a subordinate role, it's up to you to learn how to get the results you desire. That means knowing how to do everything from building a relationship with your boss to dealing
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The Process of Interpersonal Communications 
It is almost impossible 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
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Virtual Team Management Developing Virtual Teams 
...ll learn about the nature of virtual teams, including the characteristics and types of virtual teams. You will also learn what needs virtual team members have, as well as the types of technology virtual teams use to communicate. In addition, you will learn how virtual teams can overcome trust and communication barriers, as well as how to replace informal training on a virtual team and how to
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Cultivating Great Teams Create an Invincible Team 
This course enables participants to assess the individuals who make up the team and discusses methods to enhance the entire team performance. All levels of professionals who supervise the performance of other staff members.
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Reviewing Performance 
Appraisal interviews are the culmination of the ongoing performance appraisal process. The first part of this process begins with modeling an effective performance discussion. Then, when a manager actually knows what he is aiming for, he can use this knowledge to plan and conduct a really worthwhile, efficient performance meeting. Appraisal meetings aren't always easy encounters, even when they
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Organizational Behavior The Organizational System 
Organizational
Behavior:
The Organizational System defines organizational structure and culture and explains their impact on employees. It also teaches how to perform a job analysis to determine whether an organization's job designs are appropriate and gives options for job redesign. Managers, supervisors, team members, and anyone who is interested in improving the behavior variables within their
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Effective Mentoring 
Perhaps your organization has asked you to help induct a new employee. Maybe a junior colleague has approached you for guidance. Or perhaps you want to "fast track" a rising star into a particular leadership position. Whatever the case, before you sign on as a mentor you'll want to learn all you can about the process, from how mentoring benefits you and your career to how you can best assist your
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Understanding Technical Professionals 
As a manager, have you felt that technical professionals are sometimes difficult to understand? Do you find that the usual management models are not as effective as they could be? This course explains the ways in which these employees differ from other workers and how you can apply more appropriate and effective management techniques. You will also learn how business has responded with new
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Communication Skills for Successful Management 
Effective communication is a crucial component of your success as a manager. As a technical professional, you developed various communication skills that helped you to succeed. But, as a manager, you will need additional communication skills to be effective. This course will examine various aspects of successful communication strategies and skills. You will analyze the strategies of nonverbal
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Strategies for Transitioning into Management 
Making a smooth transition from technical professional to management is critical to your success as a manager. You've already demonstrated your technical expertise; now you're ready to take that next step. In your new role as a manager, you'll use technology in different ways -- focusing on managing production, not production itself. This course outlines management tactics for becoming an
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A New Manager s Responsibilities and Fears 
Promotion to management is obviously welcome and something to celebrate, but when the initial excitement is over, you may begin to wonder about your new responsibilities. Your main focus is now on managing the activities of others and ensuring that the company's resources are used effectively. Apprehensions about whether you are able to do the job are natural--it merely indicates a healthy respect
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