From Serebra Learning Corporation
Working With Internal Customers 
Excellent customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and
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Building Dynamic Teams Strive for Effectiveness 
This course will help team members to clarify roles and assignments to minimize misunderstanding, conflict, inactivity, and other hurdles to success. Professionals who want to work more effectively with others to achieve shared goals.
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Succeeding Through Teamwork Resolve Team Conflict 
This course describes several methods that learners can use to work through conflict situations. Numerous tips for avoiding unnecessary conflict are provided. 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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Succeeding Through Teamwork Differences Make Great Teams 
This course explains the importance of collaborating with people who bring different experiences and perspectives to the group. Several tips to minimize conflict and enhance collaboration among people with different backgrounds or work styles are identified. Professionals who want to work more effectively with others to achieve shared goals.
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Evaluating Internal Assignments 
So, is it success or failure? It's crucial that you take time to review your project and confirm outcomes on completion. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an internal consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This
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Managing Conflict Stress and Time 
... is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners interested in the
Help Desk Institute (
HDI) Customer
Support Specialist (
CSS) certification, which is targeted to
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Project Human Resources Management Simulation 
Successful projects require more than well-balanced budgets and properly deployed resources. They require skilled and motivated people. As project manager, it's your responsibility to identify and fulfill your project's staffing needs. The degree of your success will depend upon your understanding and implementation of the tools and techniques for project human resources management. The
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Project Leadership Overcoming Obstacles 
Project
Leadership:
Overcoming Obstacles covers the benefits of initiating change, how to handle employee responses to change, and how to encourage change. It also outlines how to recognize and reduce stress, as well as how to improve work habits. In addition, the program details how to manage and resolve team conflict. The target audience for this series is project managers who are responsible
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Managing a Project 
The factors of a successful project almost always end up depending on how much money and time is needed to create a product worthy of the customer. This course will help you manage the constraints of time, money, and schedules, and how they relate to the overall quality of your project and product. This course is targeted toward a diverse range of managers and staff members who wish to acquire the
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Ethics and Professional Knowledge PMBOK aligned 
... 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 of project management knowledge, to pass on that knowledge to others, and to assess and enhance individual
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Stakeholder Interests and Cultural Diversity PMBOK aligned 
...cess. This course teaches the common areas of stakeholder conflict and how to wend your way through the conflict negotiation process. It also examines the need to respect cultural differences and teaches how to achieve success in a cross-cultural situation. This series is targeted specifically for project managers, project team members, functional managers with employees assigned to project
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Advanced Project Management Building Productive Stakeholder Relationships 
...how to create a formal communication plan, how to resolve conflict with stakeholders, and what steps are commonly used to control change. Finally, it teaches questions to ask stakeholders to learn their definition of quality and guidelines for discussing costs of quality with stakeholders. Project managers who are responsible for managing all aspects of a project from start to finish, for
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Working with Difficult People Cope With Continued Conflict 
...Conflict, is the last of fourteen courses in this curriculum. After the completion of this course you will be able to sequence the steps of a conflict resolution effort, select the most appropriate action to handle a difficult situation, based on the specific circumstances and identify options available to you if you are unable to resolve an issue. The
Stress Management curriculum presents
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Telephone Skills for Business Professionals Simulation 
You're the special events coordinator at
Eagle Hotel &
Resort. Your job involves booking and coordinating events at the hotel such as weddings, banquets, family reunions, product launches, awards ceremonies, and business conferences. In order to do your job well, communicating effectively with customers over the telephone is a must. Naturally, you must use professional telephone manners at all
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Making Telephone Calls Count 
Whether you handle one call a day, or dozens, you have the power to make every call count. Is the service you deliver to your customers over the 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
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Preparing to Negotiate Size Up the Playing Field 
Preparing to
Negotiate:
Size Up the
Playing Field, is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to list situational power factors that can be used to influence a negotiation, identify tactics to control situational power factors, recognize that location and agenda are strong situational power factors and identify relationship factors that
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Selecting Your Strategy Choose Your Game Plan 
Selecting
Your Strategy:
Choose Your Game Plan, is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to determine if you are ready to choose a negotiation game, choose a game by comparing the importance of the desired outcome with the importance of the relationship and assess advanced selection criteria to select a negotiation game. The
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Selecting Your Strategy Compete to Win 
Selecting
Your Strategy:
Compete to
Win, is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of the competitive game, identify your preparatory steps for a competitive negotiation, identify the guidelines for controlling concessions and commitments and select competitive tactics to improve the
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Selecting Your Strategy Collaborate for Solutions 
Selecting
Your Strategy:
Collaborate for
Solutions, is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages of the collaborative game, identify the keys and obstacles to a good collaborative negotiation, identify the four major steps in carrying out a collaborative negotiation and identify tactics to help a collaborative
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Dealing with Conflict in the Workplace Simulation 
...conflict in the workplace? Do you dread it? Quietly try to avoid it? Or do you rush headlong to meet it with enthusiasm, certain it will bring renewed vigor and badly-needed change to your organization? No matter your answer, the
Dealing with
Conflict in the
Workplace Simulation will provide you with the opportunity to practice skills for coping with conflict and putting it to work for good.
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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
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Effective Business Meetings Simulation 
As the lead project coordinator for
Pantheon Electronics, a national reseller of home and office electronics, you will oversee the daily activities of a project management group. Functioning as both a meeting coordinator and a conference chair person, you will test your skills in a broad range of situations, running the gamut from materials procurement to conflict mediation. This simulation is
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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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Emotional Intelligence in the Workplace Simulation 
Does intelligence alone determine success? Or do self-awareness, impulse control, persistence, zeal, self-motivation, empathy, and social deftness factor heavily into the equation? While not as readily quantified as IQ, these qualities, collectively termed "emotional intelligence," often determine whether or not people excel in life, relationships, and the workplace. In this simulation, you'll
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Building Relationships to Get Results 
You are not the boss. You've been called "peer," "esteemed colleague," "invaluable staff member," and "friend," but no one's even come close to calling you "boss."
When you stop to think about it, you realize you have no real authority whatsoever. In fact, you have much more power than you think, even if you are on the bottom rung of the corporate ladder. As
Jack London said, "
Life is not always a
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Getting Results through Communication 
When you want something done, you have to either do it yourself or see to it that someone else does it. As adept as you may be at multi-tasking, there will be times when you'll need a colleague's help or buy-in to perform a task. But how can you effectively achieve results without any formal authority within the organization? Communication is the answer. Through the effective use of the various
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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
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Leadership Development for Technical Professionals 
...f more refined managerial skills such as facilitation and conflict resolution in order to deal with work teams effectively and the problems that can arise in the work setting. This course will develop your abilities to plan and facilitate productive meetings, resolve conflicts, and create team-based approaches to managing. These skills will better prepare you for your role as a manager, and
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A New Manager s Role in the Company s Future 
Perhaps one of the most exciting and challenging changes that comes with moving into a management role is the need to take a more strategic view of the work you are doing. You need to develop a greater awareness of how your own work, and the work of those in your department, fits with the strategic vision of the company. You will also need to have a greater understanding of the impact that the
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Moving into Management Simulation 
...eir concerns and behaviors. You will also need to resolve conflict between team members. As a new manager, you will need to resist the temptation to continue doing your old job. When
Sonya assigns your team to handle the launch of your company's newest electric car, you will need to effectively delegate the tasks involved, resisting the urge to do most of the work yourself. To ensure the
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Leading Silent Generation and Baby Boom Workers 
The two eldest generations of employees working today have unique needs and habits. Their experience and value sets are markedly different. Silent and baby boom generation workers cooperate well in some respects, but are capable of taking very different approaches to work-related issues. This course covers definitional material and applied management techniques concerning members of the silent and
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Leading the Workforce Generations Simulation 
The twenty-first century marks a new development in the workplace. Technology has changed the way we do business. We are faster, busier, and more knowledgeable. Not only do we have vast technological resources available to us; we are also the first to have personnel resources. The workforce today has seen and experienced the world change in different ways. It would not be uncommon for one worker
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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
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Documenting Discipline 
...y action in the workplace is a delicate matter. A serious conflict between manager and worker can give rise to a lengthy grievance procedure, or, at worst, legal action. Detailed disciplinary documents are the best defense when a manager's actions are called into question. Without these documents there may be no record of a worker's repeated infractions or failure to satisfy job requirements.
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Communicating and Implementing Requirements 
A business analyst expresses the output of a requirements analysis and documentation phase by presenting, communicating, and gaining approval of the requirements from project stakeholders. Once this solution design is agreed upon, the business analyst assists with detailed design work, testing and quality assurance activities, and supporting solution implementation.This course will explore methods
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Basic Troubleshooting 
This introduction to troubleshooting covers some common problems and their solutions. It covers problems related to monitors, drives, printing, sound and video, and start up and shut down of the computer. Simple troubleshooting techniques are also discussed. A computer user who is interested in learning how to troubleshoot simple computer problems.
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Leading the Way - Learning to Lead 
In "
Leading the
Way:
Learning to
Lead " you will learn what it means to be a leader how to relate to your followers and how different situations can affect leadership. You will learn the traits and abilities that make individuals effective leaders as well as leadership pitfalls to avoid. In addition you will learn interpersonal skills that can help you motivate and empower your followers. You
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Business Code of Conduct - Conflicts of Interest 
This course covers the fundamentals of conflicts of interest. It examines what constitutes a conflict of interest how such conflicts should be dealt with and what may be the potential consequences associated with conflicts of interest.
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Moving from Technical Professional to Manager: Managing Personnel 
This course teaches key skills for team building team leadership and team management. It begins with some guidelines and tactics for effective leadership before teaching how to get the best results from your team through development training and conflict management. Finally it looks at how to improve communication skills as well as how to avoid stress and job burnout.
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Conducting Meetings: Managing a Meeting 
Conducting
Meetings:
Managing a
Meeting enables participants to improve their ability as a meeting leader. They acquire the knowledge and skills they need to facilitate situation analysis brainstorming and decision making in a meeting as well as techniques for fostering creative thinking and for managing conflict among meeting participants.
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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
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Team Conflict: Working in Diversified Teams 
Team
Conflict:
Working in
Diversified Teams offers 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.
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From 123-CBT Computer Based Training
Windows 2000 Network Infrastructure Admin --Part 1 DHCP DNS WINS 

...f a
DHCP server by using the
Action menu. Enable address conflict detection on a DHCP server by using the Action menu. Sequence the steps performed during audit logging in a DHCP audit log file. Troubleshoot a DHCP client for a logon failure problem. Identify the steps to diagnose the DHCP server problem when the DHCP server is unable to provide the DHCP service to its clients. Unit 2:
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Windows 2000 Network Infrastructure Admin --Part 1 DHCP DNS WINS 

...f a
DHCP server by using the
Action menu. Enable address conflict detection on a DHCP server by using the Action menu. Sequence the steps performed during audit logging in a DHCP audit log file. Troubleshoot a DHCP client for a logon failure problem. Identify the steps to diagnose the DHCP server problem when the DHCP server is unable to provide the DHCP service to its clients. Unit 2:
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Consulting Skills Serving as an Internal Consultant 

...nal consultant. It identifies the processes for resolving conflict, making ethical decisions, and overcoming resistance to change as an internal consultant. Learn To Identify the advantages of internal consultants. Follow the steps for selling your skills to an internal client. Identify the guidelines for
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Oracle 11i10 System Admin Concurrent Management Profile Options 

In this course, the learner will be introduced to the concepts and setup of concurrent programs and profile options management.
Learn To:
Identify features of concurrent processing.
Schedule concurrent requests.
Identify the uses of different options in the
Requests window.
Identify features of defining a concurrent manager.
Identify benefits of parallel concurrent processing.
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SQL Server 7 0 System Administration - Part 5 

...lication agent with its appropriate attributes.
Identify conflict resolution attributes.
Analyze and label the components of the merge replication process.
Analyze and label the components of the snapshot replication process.
Analyze and label the components of the transactional replication process.
Analyze and label the components of various replication models.
Analyze and label the
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Business Code of Conduct Conflicts of Interest 

...conflicts of interest. It examines what constitutes a conflict of interest, how such conflicts should be dealt with, and what may be the potential consequences associated with conflicts of interest. Learn To:
Identify a conflict of interest. Identify rules and regulations governing conflicts of interest. Identify auditor and analyst conflicts. Audience: All employees within
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Self Development Increasing Your Assertiveness 

... their self-esteem. Participants also learn how to manage conflict and their emotional responses to various situations in order to become more assertive. Learn To Understand the effects of self-fulfilling prophecies. Use four activities to enhance self-esteem. Identify four fears that inhibit the expression
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Self Development Developing Rapport Through Communication 

...se appropriate word choice. Handle conflict in communication. Ask for clarification. Identify the steps for improving listening skills. Given four steps, improve your listening skills. Identify guidelines for writing effectively. Recognize the steps of the
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Moving from Technical Professional to Mgr Series Getting Started 

... that he's worried about how he can deal effectively with conflict. You will give him feedback about his general progression in the role and on his team's performance. Unit 2: IT Planning (0.5 - 1.5 hours) Identify reasons for management planning. Sequence the steps of the planning process. Identify guidelines for using a
SWOT analysis to assist in strategic planning. Recognize
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Creativity Innovation Promoting Team Creativity 

... hinder creative sessions. Use conflict to foster creativity. Recognize the correct order for the creative problem-solving processes. Use creativity to solve a problem. Use creativity to make a decision. Audience This program is for managers or team leaders who want to learn how to
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Communicating w Difficult People Handling Difficult Co-Workers 

...-workers, cope with their difficult behavior, and resolve conflict caused by the negative behavior. The program describes the proper methods to address each difficult personality type, the appropriate techniques to use to cope with and manage difficult behavior, and the steps that create the conflict resolution process. Learn To Identify types of difficult
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Cross Cultural Business Comm Devel Cross Cultural Comm Skills 

...ng cross-culturally. Identify the steps for overcoming conflict when actions and expectations do not match. Identify the difference between a translator and an interpreter. Follow the rules for communicating through an interpreter. Audience
Managers, supervisors, employees, or anyone who communicates internationally for their organization, from their home office or while
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Organizational Communication Managing Communication 

...am gives students guidelines for managing change, stress, conflict, and for empowering individuals. By applying the guidelines, students will be able to communicate effectively in the different environmental contexts and situations. Learn To
Identify conditions necessary for change. Apply strategies for innovation and change appropriately. Apply methods for managing stress.
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Leadership Development Leading the Way 

Leadership
Development:
Leading the
Way helps you develop an understanding of the characteristics a leader should possess. You will use your leadership skills to unite followers and successfully complete an expansion project for your organization. Learn To Understand the difference between managers and leaders. Develop important
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Leading the Way Learning to Lead 

...how to set attainable goals, and strategies for resolving conflict. Learn To Identify the three components of leadership. Identify the common leadership pitfalls. Provide effective feedback. Categorize strategies for resolving conflict. Use power
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Women in Leadership Developing a Leadership Path 

...ance
Program representative because she is experiencing a conflict between the demands of her personal and professional lives. As a result, she feels frustrated and overwhelmed and believes that she is not fulfilling her personal and professional duties adequately. As an
EAP counselor with a special interest in women's issues in the workplace, you must outline the steps
Caroline can take to
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Employee Performance Managing Difficult People 

...n. Differentiate between resolving conflict and managing a difficult person. Recognize your options when faced with a difficult person. Simulation Overview: Each of the simulations allows you to practice the skills learned in the instructional content. You will enter realistic scenarios in which you will
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