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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.  more...

Microsoft SQL Server 7.0: Designing and Implementing Data Warehouses - Part 1 This is the first course in a five part series that will help students prepare for the Microsoft Certified Professional exam 70-019, Designing and Implementing Data Warehouses with Microsoft SQL Server 7.0. At the completion of this course, students will learn to identify the characteristics of different decision support systems and components and tools used in data warehousing; identify the  more...

Maintaining Network Security This course acquaints the students with planning and maintaining network security. It also describes the process of evaluating and testing network security. Additionally, the course explains the process of incident response. Network Administrators  more...

Planning Your Field Sales Approach ...ng Your Field Sales Approach provides practical tools for determining call and meeting objectives and developing appropriate openings for face-to-face selling situations. Included in the course are detailed descriptions of the six customer buying roles a field salesperson typically encounters and tips for working effectively with each. This course demonstrates how to generate effective account  more...

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  more...

The Contact Center and Technical Support Agent In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as  more...

Technical Support Agent Skills Simulation Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson  more...

Discovering What Your Customers Want The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics. When customer satisfaction programs begin with a survey, and not a plan, the  more...

Developing Customer Satisfaction Surveys By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art. In this course, you'll learn to use the principles of survey design  more...

Customer Satisfaction Analysis and Implementation What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are  more...

Consulting with the Internal Client Simulation Internal consultants have become more and more prevalent in the business world today. Rather than hiring an outside firm, many companies are building their own internal consulting units. These units are faster, cheaper, and more connected to the projects they manage. Internal consultants within these units must have strong communication, research, diagnostic, and presentation skills. In this  more...

Managing Efficiencies of IT Projects Are you delivering quality application systems? Do you know how you can ensure that your projects deliver value to your organization? The key to delivering value is "process." Organizations are becoming more aware of the importance of following the same process for each project. In this course, you will learn how to converge methodologies with other project management techniques and process  more...

Project IT Management Simulation - The Early Stages American Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and continues to increase its customer base. To further simplify the buying process, American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for online  more...

Project Procurement Management Simulation For the duration of this simulation, you will be employed as a project manager for RMVE Security, a national provider of residential, corporate, and government property and facility monitoring. In your role as a PM, you will be focusing on the various aspects of procurement. The simulation is based on the SkillSoft series "Project Procurement Management" and includes links to the following  more...

Advanced Project Management Building Productive Stakeholder Relationships Advanced Project Management: Building Productive Stakeholder Relationships teaches learners how to classify stakeholders as primary, strategic, and operational sponsors and how to determine stakeholders needs and expectations. It covers 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  more...

Advanced Project Leadership Organization Strategy and Business Needs Advanced Project Leadership: Organization, Strategy and Business Needs teaches project managers how to be successful managing high profile projects in large corporations by learning how to navigate different organization types, and what role project management plays in the different organization types. You will acquire the skills necessary to determine company strategy and the process to use that  more...

Communicating Clearly Write to be Understood ...ognize when writing is appropriate, list the questions in determining a key message, recognize communications that are clear and error free and identify techniques for developing common types of business document. The PrimeCommunication curriculum offers a useful toolkit of practical communication techniques and job aids for today's busy professional. Professionals who want to enhance the  more...

Ratios Averages and Graphs Whether tracking profitability or portraying the rate of inventory consumption, knowledge of ratios and averages is indispensable in the business world. Using real-world scenarios, this course explains the concepts of ratio, proportion, and how to compare different kinds of numbers; and discusses simple, weighted, and moving averages. Anyone who needs to apply basic math skills to business  more...

Critical Thinking Strategies Simulation You have recently been hired as the general manager at Retail Management Software (RMS). The company began as a small start-up company five years ago, developing software that helps retailers create, manage, and fulfill consumer demand. The founders and owners, Fred Chambers and Larry Busby, and their small team worked hard and developed great products. Recently, RMS' business has increased a  more...

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  more...

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  more...

Teamwork and Results Without Authority When it comes to being a member of a team, what role do you think you should play? Legendary Alabama football coach Bear Bryant said, " In order to have a winner, the team must have a feeling of unity; every player must put the team first--ahead of personal glory." Yet, according to general George S. Patton Jr., "If everyone is thinking alike then somebody isn't thinking." When it comes to getting  more...

Virtual Team Management Managing Virtual Team Relationships In Virtual Team Management: Managing Virtual Team Relationships, you will learn how to be an effective virtual team manager. You will learn the seven functions that virtual team managers must perform and the four factors that can hamper a virtual team manager's success. In addition, you will learn about the importance of boundary management and how virtual team managers can be effective boundary  more...

Succession Planning and Human Resources Once you decide to conduct succession planning, how will you determine the human resources that you need? This course answers this question and other human resource issues. You will learn how to assess present and future needs as part of the succession planning process. For these two assessments, you will learn how to identify key positions, determine work requirements, and assess individual  more...

Managing For High Performance Managers today must deal with a myriad of business challenges. Often they must rely on their best personnel to get them out of a jam. But do they have the necessary skills and strategies for managing these key people? This course will examine what organizations need to do to ensure that they attract high performers, how they allow this talent to thrive, and, most importantly, how to avoid losing  more...

Coach with Confidence Simulation Dulce Confections is known for its innovative management style. You are a food scientist responsible for developing new, or improving existing, candy lines based on marketing specifications. Unsatisfied with simply following written specifications, you keep in close contact with the marketing managers and occasionally speak directly to focus group participants to clarify vague and subjective  more...

Organizational Learning Transferring Knowledge within an Organization In Organizational Learning: Transferring Knowledge within an Organization, you will learn to use management tools and identify challenges encountered when using technology for knowledge transfer. You will also learn how to encourage knowledge transfer through employee empowerment and incentives, as well as how to address and overcome transfer reluctance. Managers, supervisors, and executives who  more...

Effective Hiring and Interviewing Skills Simulation ...stablished criteria for evaluation are effective tools in determining the best candidate for the job. The Effective Interviewing Skills Simulation serves to test the participant's ability to prepare and conduct an effective interview, handle manipulative candidates, and evaluate applicants. The Effective Interviewing Skills Simulation comprises five scenarios and is based on the SkillSoft  more...

Analyzing Cash Flow Statements ...ll effectiveness. Cash flow statement analysis focuses on determining your company's ability in the following four areas: (1) ability to meet short-term obligations and to efficiently generate revenue, (2) ability to generate future revenues and meet long-term obligations, (3) ability to provide financial rewards and attract and retain financing, and (4) ability to generate positive market  more...

Raising Capital and Financing Decisions The goal of every financial manager is to maximize firm value and shareholder wealth. How does a manager reach this objective? To be successful, financial managers must be aware of the financing options available to them, and the procedures they must follow to begin financing. Most important, managers must be able to choose the best financing mix for their company. This course is designed  more...

Globalization and Your Company This course will help you decide if globalization really makes sense for your product or service. You'll learn about the challenges of taking a product or service global, and ways to determine global readiness. You'll also explore business approaches for globalization, including the development of foreign operations. Executives, managers, supervisors, team leaders, and other business professionals  more...

Strategic IT Planning Simulation For the duration of this simulation, you will assume the role of Senior IT Manager (north-east region) of Easton National Bank. As a new hire, you will face lingering legacy issues and a senior management staff that is increasingly skeptical of IT value in light of costly expenditures that have yielded little return on investment. This simulation is based on the SkillSoft series "Strategic IT  more...

Control Charts and the Pre-control Process ...the pre-control process, an easier and quicker method for determining whether an improved process produces products or services within specification limits. Six Sigma is a registered Trademark of Motorola Corporation, and all rights, title, and interest in Six Sigma belongs to Motorola. Candidates for Black Belt certification; managers/executives overseeing personnel involved in the  more...

Define the Six Sigma Opportunity Have you ever heard someone say, "That's putting the cart before the horse"? It's a quaint way of describing a process that's being implemented in a backward manner. One example of this is a company that begins to make organization-wide improvements before identifying which improvements would provide optimal benefits. This course, Define the Six Sigma Opportunity, is a guide for choosing those  more...

Design and Analysis In the Six Sigma Improve phase, organizations are aiming to evaluate which process inputs have the most significant impact on the process output. Only by effective experimental design and subsequent analysis can organizations pinpoint areas for improvement. This course will enable you to choose between process methods, determine the most effective process, and take into account all of the  more...

Properties and Applications of Probability Distributions .... Distributions and their random variables are the key to determining supportable conclusions for hypothesis tests and confidence intervals. This course discusses the general use of probability distributions, and reviews the applications of normal and nonnormal distributions. The course also details the benefits and teaches the steps of the Student's T-test Distribution and the F-Distribution.  more...

Six Sigma DMAIC Defining the Problem ... problem statement, measuring your Six Sigma project, and determining its goal. In the second lesson, "The SIPOC Diagram," you'll learn how to create, and then apply, this useful tool to your unique situation. Finally, in "Stakeholder Analysis," you'll learn the subtleties of identifying and managing the very people whose buy-in you need to guarantee the success of your Six Sigma project.  more...

Organizational Goals and Objectives ... strategic planning goals and objectives must be defined. Determining selection of appropriate projects and choosing an effective improvement model are crucial tasks that help to ensure your company is pointed in the right direction. Performing risk analysis while avoiding pitfalls common to Six Sigma projects is also important to prevent project failure. Finally, performing a tollgate  more...

Writing the Marketing Plan Creative Strategy You've completed the first part of your marketing plan. Now it's time to write about your marketing tactics. You'll discover just how to match your product with your target market, determining exactly what the competitive advantages of your particular product are. Then you'll explore the price-setting strategies that will help make your product a success. Marketing managers, supervisors or team  more...

Elements of Marketing Strategy You want to develop a powerful, and well-documented marketing strategy in order to get your new product or service approved. This course is designed to give you a strong start in developing your marketing vision, direction, and ultimately a plan. You'll get an overview of the key factors encompassing the broad scope of strategic marketing. You'll be able to discuss cost structures and their  more...

Customer Satisfaction Through Resource Management The ISO 9001:2000 standard structures its Quality Management System (QMS) model into four major areas: Management Responsibility; Resource Management; Product Realization; and Measurement, Analysis, and Improvement. Resource Management is one important component of the QMS. This course examines the management of human, material, and environmental resources that are necessary to maintain an  more...

Pricing and Profitability for Product Managers A crucial aspect of a product manager's job is deciding what price to charge for a given product. It's equally important to understand that pricing decisions do not happen in a vacuum; the product manager will be held accountable for the success of the products he prices. Clearly, it's important for the product manager to understand the financial implications of his decisions. In this course,  more...

The Sarbanes-Oxley Act of 2002 ... the auditor approved by the committee. New standards for determining auditor independence have been established, and a new oversight board for the regulation of auditors has been created. The act has also increased criminal penalties for violations of securities laws. Many of the act's provisions apply to all companies--both U.S. and non-U.S.--that have registered equity or debt securities  more...

Drug-free Workplace Would you know what to do if you suspected that one of your employees was abusing drugs or alcohol during work hours? Does your company have a program supervisors can follow to effectively handle such problems--one that educates employees about the consequences of substance abuse? Do you think that alcohol and other drug abuse won't be a problem at your organization? In fact, the National  more...

HIPAA Evaluating the Impact of the Privacy Rule Employees and managers need to become more aware of the information they disclose about employees and who receives it. HIPAA applies to health information in all formats--including electronic transfers, documents, and spoken communications. Managers and staff will need to use new forms to track the way they use and disclose confidential information, and they'll need to implement changes at the  more...

Object-oriented Coding Best Practices To outline the best practices for defining and using classes, and determining how best to use inheritance or its alternatives Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software  more...

Windows 2000 - Migration Design Upgrade and Migration Strategies To show how to plan a migration from a Windows NT 3.5x or NT 4.0 domain to Windows 2000 Students preparing for Microsoft exam 70-222; personnel in medium to very large computing environments that plan to migrate from Windows NT 4.0 to Windows 2000  more...

Win2000 Active Directory Design Business Requirements and Naming Strategies ...ess. You will also learn about the ADS naming strategies, determining the scope of Active Directory, planning the naming hierarchy and DNS namespace, and identifying compatible DNS servers. Lastly, this course covers DNS deployment strategies for naming the ADS root domain, and the advantages and disadvantages of This course addresses the training needs of system administrators, network  more...

Windows Server 2003 Planning Server Roles and Server Security To outline the processes and considerations for planning server roles and server security Systems engineers, systems analysts, IT consultants, and support professionals tasked with planning and maintaining a Windows Server 2003 network infrastructure; learners preparing for certification in the Microsoft Certified Systems Engineer (MCSE) program  more...

RF Fundamentals This module discusses the properties of radio frequency (RF) radiation and how its behavior can affect the performance of a wireless LAN. We introduce the uses and properties of antennas and explain the mathematical relationships that exist in RF circuits and why they are important, as well as how to perform the necessary RF math calculations.  more...

Spread Spectrum Technology This module defines and describes spread spectrum technology and discusses how it is used according to FCC guidelines.  more...

Basics of Telecommunications The Basics of Telecommunications WBT is meant for professionals whose responsibilities include design, management, or operation of telecommunications systems and who want to understand the basics of telecommunications. The course provides an introduction to the fundamental techniques and technologies used in the emerging and expanding field of telecommunications. It explores the history and  more...

Enabling Video Calling and Conferencing To demonstrate how to enable video calling and conferencing in Cisco CallManager IT professionals responsible for installing, configuring, and maintaining the ongoing administration of a Cisco IP telephony solution; candidates preparing for the Cisco IP Telephony exam (642-444 CIPT)  more...

Introducing Voice Over IP To identify the components and signalling protocols of VoIP, recognize how VoIP works with the centralized and distributed architectures, and determine the gateway requirements to support both architectures in enterprise and service provider environments IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates preparing for the Cisco Certified  more...

Building and Securing VoIP Networks To identify how to implement numbering plans and scalable dial plans for VoIP networks, calculate existing bandwidth and additional bandwidth requirements for voice and data traffic, and recognize the implications of implementing security measures in IP networks that transport voice IT professionals responsible for preparing, configuring, and maintaining a voice and data network; candidates  more...

Electrostatic Discharge Safety Training This course will provide a basic understanding of static electricity, and how to provide protection from static electricity. The information in this course will focus on the identification, assessment, and control of static electricity for purposes of preventing fires and explosions. Primarily engineering, safety, and maintenance personnel whose responsibilities include determining and correcting  more...

Analyzing Data in Excel 2007 ...enables you to retrieve required results from formulas by determining the data the formula requires. You can also use additional what-if analysis components, data tables and scenarios, to view how value changes in formulas affect the formula results and to forecast worksheet outcome models respectively. This course covers advanced data analysis features, such as PivotTable and PivotChart  more...

Network Media This module delves into cable and wireless media types. Lesson 1 highlights the important points about unshielded twisted pair (UTP) and shielded twisted pair (STP) as well as the two types of coax cooper cable. It also discusses the properties of multimode and singlemode fiber optic cable. Then it reviews the various wireless options and details the IEEE 802.11 group of wireless transmission  more...

Project Management: Estimating Costs This course covers resource identification, life cycle costing, the tools used to identify necessary project resources, and how to assign resources to activities. This program also includes instruction on how to use the work breakdown structure to complete cost approximation, how to use resource rates, estimating publications, historical information, and how to use a chart of accounts when  more...

Defining MS .NET Solution Architectures Part 2 This is the second of a four-part curriculum that prepares the learner for Exam 70-300. The course starts with coverage of Specification development. Comprehensive coverage is then given to the Conceptual Design and then the Logical Design phases of the design process. There are three case studies, covering the three main areas of the course. Elements of the .NET Framework are addressed at all  more...

Microsoft Exchange 2000 Infrastructure Design Part 1 This course will cover Active Directory design considerations, network design for Exchange 2000, and designing a backup and security strategy for the Exchange 2000 server. The focus of the course is showing the learner how to analyze company's organizational requirements. It is important to understand the design decisions in Active Directory that are specific to Exchange server. These decisions  more...

Microsoft Exchange 2000 Infrastructure Design Part 2 This course will cover messaging connectivity, client connectivity, and public folder management. Developing a routing strategy for your corporate Exchange 2000 messaging system is a vital task when implementing a messaging solution. The new routing transport and architecture in Exchange 2000 Server means that several issues must be considered before deploying the messaging system. This course  more...

Server+ Certification Part 3: Troubleshooting and Problem Determination The is the third course in a four-part series on CompTIA's Server+ Certification. This course covers the fundamentals of troubleshooting and problem determination. Guidelines for performing problem determination using diagnostic hardware and software tools, and utilities, identifying bottlenecks, and correcting misconfigurations and/or upgrades are also covered. Finally, guidelines for determining  more...

Microsoft Exchange 2000 Infrastructure Design Part 2 This course will cover messaging connectivity client connectivity and public folder management. Developing a routing strategy for your corporate Exchange 2000 messaging system is a vital task when implementing a messaging solution. The new routing transport and architecture in Exchange 2000 Server means that several issues must be considered before deploying the messaging system. This course also  more...

Sexual Harassment: What Employees Should Know Sexual Harassment: What Employees Should Know offers the student an overview of what sexual harassment is and how it affects organizations. The program details how to recognize harassing behaviors and what factors should be considered when determining whether behavior rises to the level of sexual harassment. In addition the program teaches the learner actions to prevent or stop sexual harassment.  more...

Human Resource Law: Americans with Disabilities Act Human Resource Law: Americans with Disabilities Act provides in depth information about the Americans with Disabilities Act. This program instructs employers on the specifics of the law and the complications involved in determining which employees qualify for ADA protection. In addition this program provides defenses to discrimination claims an explanation of reasonable accommodation and undue  more...

Sales Skills: Gaining Customer Commitment ...nts as well as what questions you should ask clients when determining their needs. You will also learn the three stages of need how to determine which stage of need a client is in and how to help clients envision themselves benefiting from your product or service. In addition you will learn what to do if your product or service does not satisfy a client's key issues how to manage a  more...

Server+ Certification Part 3: Troubleshooting and Problem Determination The is the third course in a four-part series on CompTIA's Server+ Certification. This course covers the fundamentals of troubleshooting and problem determination. Guidelines for performing problem determination using diagnostic hardware and software tools and utilities identifying bottlenecks and correcting misconfigurations and/or upgrades are also covered. Finally guidelines for determining if  more...

Linux Technology Overview Part 1: Technical and Business Considerations This first course in the series provides background knowledge about Linux and explains what factors businesses should consider when determining if they should use it. This course teaches what Linux is its history what it can be used for and the risks and benefits of using it. This course is designed for anyone who wants to learn more about this emerging technology.  more...

The EURO and SAP R/3 The EURO and SAP R/3 course provides all those who are strategically involved in the EURO conversion with an overview of the EURO's effects on operational procedures and the process required to adopt the new currency. It teaches the basics of what should be known before and during the introduction of the EURO. The course looks at the connection between the EURO and the R/3 System with regard to  more...

Guardianship Decisions for Elderly Loved Ones Course description -- 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  more...

Negotiating for the Sales Professional Course description -- An effective sales professional knows how to meet customer needs while assuring reasonable terms and profit for his or her own company. This course has techniques for identifying customer expectations and determining how to meet them in a way that both parties are satisfied by the results. There are checklists and discussion guidelines to help a sales professional master this  more...

Choosing a Childcare Provider Course description -- There are numerous options from which to choose a child care provider, and ita s important to find the one that meets your needs the best. This course has guidelines and tools for identifying the essential services that you should expect, determining the competence of the child care staff, matching a childa s needs with the providera s capabilities, and assuring that the  more...