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From Online Training Directory
How to Build And Maintain Rapport With Your Clients



Learn how to build rapport with your clients and get beyond small talk.
Whether it`s a salesperson with customer, manager with employee, teacher with student or parent with child, rapport skills are the foundation for successful communications. As we think of rapport being a degree of harmony that we have with someone, it takes on powerful dimensions in developing relationships. And when a person
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Writing Standards-Based Assessments
...ly, you will learn techniques item writers use to make it difficult for test-wise students to merely guess a right answer choice.
Writing Standards-based Assessments is a seven day online course.
This course is designed to give you an understanding of writing test items that are aligned to your standards.
This course will enable you to develop assessments that are based on your standards,
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Managing Conflict And Difficult Behavior
DISCONTINUED--See Replacement Courses 3419-B Communication with Power: Resolving Conflict. This course will help you to shape the way your team communicates and works together. It will help you handle conflict positively and constructively, and it will equip you with techniques to make the best of any challenging people and situations you might encounter.
Managing Conflict And Difficult Behavior
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Winning Over Difficult Customers



...rategies for getting the attention and cooperation of the difficult customer.
Concerns, objections and difficulties in customers come in a variety of styles. They might be uncertain, angry, clammed up or just plain rude. If you and your customer could read each other`s mind there would likely be none or at least few of these encounters. The reality is your customer has previous buying
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Professional Bar Management
... extreme. This class will teach you simple ways to handle difficult situations with unhappy customers and employees, the duties of each employee, and key factors which are vital to a successful business.
Professional Bar Management Managing a bar or restaurant can be an overwhelming experience. The physical, emotional and mental demands are extreme. This class will teach you simple ways to
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Pharmacy Technician National Certification Exam Preparation Course


...Technicians are not confident in their ability to perform difficult Pharmacy Calculations. Teaching calculations is definitely our specialty! The Course begins at the VERY beginning and gives you complete explanations and easy-to-follow sample problems for each math skill you need to learn. Then, we complete your training with lots and lots of homework problems. Miscellaneous Pharmacy Topics ?
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Moving from Trainer to Performance Consultant



...ing a trainer to becoming a performance consultant can be difficult if you aren t aware of certain strategies and tips. This course will help you identify the steps to gaining the skills you need while building your client base. There are job aids, tools, and methods to help you make this career transition smoothly and successfully. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED -
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Managing Difficult Patrons With Confidence!
This course is intended to provide each participant with a basic tool-kit that can be applied to manage a variety of difficult patron situations.
Managing Difficult Patrons With Confidence! Dealing with difficult patrons is a never-ending topic among library staff, especially those working in public libraries.
This course is intended to provide each participant with a basic tool-kit that can be
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Linux Complete Set
... Linux installation and setup, including some of the more difficult topics like network settings and graphical interface configuration. Then you will learn the basics of using Linux and get into the popular text editor VI. Using VI you will learn the basics of the Linux shell and how to create and program your own shell.
The course will cover a number of built-in Linux utilities and network
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Linux Operating System
Linux Operating System will get you started in the world of Linux networking and administration. This is a basic course to give you a good foundation from which to build on that will lead to certification and more.
Linux Course Description This course will walk you through the Linux installation and setup, including some of the more difficult topics like network settings and graphical interface
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Build Your Own BIZ(tm) - How to Fire
...difficult function you have to perform. How to Fire will help you get through this difficult process. You will receive as a bonus 1 year unlimited access to this course from the day of enrollment. If attempting to accelerate your learning (1-2 weeks or less), please pay special attention to key points so you may successfully apply the information gained from this course to your particular
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Complaints And Angry Customers
Complaints And Angry Customers The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they?ll encounter.
It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with
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Dealing with Difficult Customers



Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET
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Managing Negative People



...difficult to work with. They never seem excited about their work, and they create a general atmosphere of negativity. So how do you handle them? This course will help you identify what it is that makes certain people pessimistic and what you can do to help them. It will identify strategies you can use for boosting self-esteem, morale, and turn negativity into positivity. IMPORTANT NOTE:
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How To Master Customer Service



Course description -- Customer service personnel are the frontline in making your customers happy and developing your reputation as a quality company. The How to Master Customer Service bundle addresses three vital aspects of customer servicea developing a customer-oriented culture, using effective telephone skills for quality customer service, and dealing with those occasional, but very
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From 123-CBT Computer Based Training
Finding Your Life Balance
...difficult to get the balance between those activities right. But getting the balance right gives a tremendous payback. You feel fulfilled. You are in harmony with yourself and your world. Which is good for you, and also impacts positively on your family, friends, and co-workers. The first step towards a possible adjustment of your life balance is to assess your life as it is now. This course
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Finding Your Life Balance
Your Time and You
...ing is the best time for them to handle creative tasks or difficult problems; others prefer to rise and work late--these people probably prefer to tackle only easy, routine tasks in the morning. Our personalities also play a significant role in the way we handle tasks and manage time. You are probably already doing certain things well, but there will inevitably be areas that can be improved.
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Techniques for Improved Time Management
If you don't feel that you are the organized type, or if making lists or drawing up detailed plans doesn't come naturally, don't worry. There isn't just one way in which time can be managed effectively. This course will introduce you to several different techniques for improving your time-management skills--experiment with them, and then choose and apply the tools which best suit your own
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Risk Basics
In today's management revolution, risk is an inherent factor. Your success depends upon an ability to understand and operate in a mine field where opportunities abound, but disaster could strike at any moment. Avoiding disaster is no longer left to luck, but is carefully controlled through risk management. The information presented in this course on risk and hedging techniques are vital survival
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Approaches to Risk Management
...on evaluating risks and benefits. When you need to make a difficult business decision, knowing the numbers can provide a clearer picture of your upside and downside. As an executive in today's explosive business world, your ability to take the right risk can mean the difference between an organizational win or disaster. The basics of analysis and assessment are presented in this course to help
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Addressing Problem Performance
...ned policy outlining their approach. Discipline is a very difficult time for both managers, and the employees they are applying this procedure to. So the onus on managers is to get it right. This means careful and conscientious planning of the actual process. Managers also need to be aware of the legal implications of the disciplinary actions they take, if they are to avoid causing substantial
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The Telecommunications Industry Overview Version 2
...loping technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, enhanced service offerings, and/or costly technological upgrades. This course
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Performance Reviews
...ssessments, so this course prepares managers for the more difficult reactions they will encounter. All this will make the appraisal meeting a practical and successful event. But to make it purposeful, a manager must develop better performance in her employees. This means both creating the best performance opportunities and identifying the steps a manager must take to develop her team members.
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Facilitating Difficult Situations
...course you will learn to recognize and deal with the most difficult aspects of facilitating groups. You will explore typical trouble spots, like dealing with side conversations. Discover ways to maintain and channel enthusiasm with high-participation groups and turn around low-participation situations. Learn techniques to help you handle sabotage and passive/aggressive behavior. Capitalize on
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Proactive Approaches to Stop Negativity
...difficult to communicate with a negative thinker. It is quite possible that the negative thinker remained closed to what you were saying. Instead of getting frustrated with the situation, using the right confrontational or coaching skills would help the negative thinker to see reason. This course offers you proven methods to help a negative thinker overcome negativity. You will learn how to
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Understanding Technical Professionals
... 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 corporate
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Models for Managing Technical Professionals
...e on autonomy, managing their time and resources can be a difficult task. But, since it's your job to supervise this often-frustrating yet extremely valuable group of employees, you need to figure out the best way to do it. And this "best way" may vary from company to company and from individual to individual. In this course you'll learn a variety of ways to motivate, manage, and lead technical
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Customer Service Procedures
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide
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Managing Challenges in Customer Service
During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all
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Bridge the Expectations Gap
...enience, or the customers? Do they make it easier or more difficult for customers to do business with you? By mapping the service process, as you will be taught, you'll be able to see more easily where the process can be streamlined for the customer and the necessary improvements can be made. Not all of these improvements can be made at once, so the final lesson teaches you how to prioritize
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Customers Confrontation and Conflict
...ice-minded when the person you are dealing with is being "difficult." This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations. You'll be able to identify elements of emotional response that interfere with good customer service. Staying cool, calm, and customer-connected is a critical
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Overcoming Difficult Service Situations
Your customer's face is more contorted than anything you've ever seen...eyes bulging, fists clenched, and a scowl that makes Scrooge look like a nice guy. It's tempting to cut and run, but coping with even the most challenging situations is part of customer service. This course is designed to give you the means to hang in there when the going gets especially tough. Recognition of the warning
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Difficult People in the Workplace Environment
... someone who drives you batty? Do you have to put up with difficult people at work on a regular basis? Has your physician told you that your blood pressure is at an all-time high? If you answered "yes" to any of these questions, it's probably time for you to learn to deal with difficult people at the office. This course will guide you in your journey to coping effectively with difficult people.
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How to Work with Aggressive People
... you in the back. Aggressive people are arguably the most difficult type of people to work with. Hostile-aggressives openly antagonize people; passive-aggressives work behind the scenes with hidden agendas. No matter which type of aggressive behavior you have to deal with, you've got your work cut out for you. That's where this course comes in handy. It details the characteristics of the six
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How to Work with Negative People and Procrastinators
Don't you hate it when people say they'll do something, but when the deadline is up, it turns out they somehow never managed to get around to doing it? Or what about people who whine all the time? You might come in to work in the best of moods, but after ten minutes of someone complaining nonstop while you're waiting to fill your coffee cup, your day is shot. If you're tired of putting up with
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How to Work with Arrogant and Duplicitous People
In certain settings, jesters and gossips can be quite entertaining. However, at the office or on a regular basis, they are not amusing. In fact, their habits can be quite destructive. If you've had it "up to here" with someone who has a head the size of a compact car, or if you're tired of being told the latest malicious gossip by someone else, you'll want to take this course. After you've learned
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The Dynamics of Interacting
"The ability to make people believe in you and trust you is one of the few absolutely fundamental qualities of success." To make such a statement, John J. McGuirk was probably inspired by a direct experience that he had in dealing with other people. Based on your own experience, would you agree that interacting with others is connected to success? Think of a time when you got the results that you
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Communicating for Results
...mmunicate for best results in three common, but sometimes difficult, situations. Firstly, you will learn the communication skills required to ensure the collaboration and cooperation of your colleagues and peers when you are working as a member or as a leader of a project team. Whether you want help with a particular task, or need someone else to undertake the task on your behalf, this course
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Avoiding Grammatical Errors in Business Writing
...learners everywhere. For many people, it recalls the most difficult or most boring classes they can remember from childhood. Yet using correct grammar is one of the key skills for any business writer. Poor grammar skills interfere with communicating a clear message; moreover, they may suggest that the writer is careless and perhaps unprofessional. In this course, you will learn to recognize and
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Coping with Criticism and Feedback
...efensive or angry. When your emotions get involved, it is difficult to be objective and to use the feedback effectively. This course links the concept of emotional intelligence, and EQ, to the practice of receiving feedback. By doing this, it provides you with a powerful approach that enables you to deal effectively with criticism and feedback. You will learn how to seek feedback from those
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Creating a Positive Attitude
...ked against you, or you may find it hard to cope with the difficult and challenging situations that you find yourself in. Taking action to develop a positive attitude involves examining how you perceive your situation, and how you deal with your perception of the situation. This course will show you that it is possible to change your perspective from negative to positive, and provide you with
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Creating Change Gaining Allies
"If you scratch my back, I'll scratch yours." Is this an effective strategy for gaining allies to create change? How about, "If you do it my way, you'll feel better about yourself"? Finding and winning partners for the purpose of creating change is not easy in the intensely competitive and harried environment of the corporate world. It's especially difficult when you lack authority. The people
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Getting Past Clashes Valuing Team Diversity
Teams have diverse personalities, skills, and interests that are challenging to put together. You may not get along with every team member, but it's important that you can work together to achieve the same goal. At the end of this course, you'll have the skills needed to work with different personality styles, control your gut reactions to difficult people, and deal with difficult team members.
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Advanced Project Leadership - Navigating Corporate Structures
Advanced Project Leadership: Navigating Corporate Structures teaches the project managers how to understand the corporate environment, in particular as it relates to high-profile projects. First, you will learn how to identify different types of stakeholders, and how they may influence the project. You will learn how to deal with stakeholders Hidden Agendas. You will also learn about project
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Changing Corporate Culture
...nstill an appreciation of diversity within a company is a difficult task. It requires changing existing views and practices that until now have defined the workplace. You can overcome ingrained attitudes by learning how a diversity initiative differs from federal mandate, why some workers will object to the concept of diversity, and how to handle their opposition. This course describes the
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Managing Upward Relationships
Managing upward relationships is the art of consciously improving collaboration with superiors so that subordinate managers can reap the best personal and organizational results. Managers share the responsibility for managing the relationship with the top management and Board of Directors of the company. Taking advantage of that responsibility will strengthen motivation, productivity, and overall
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Managing and Rewarding Top Performers
...to hand in their resignation? It is becoming increasingly difficult for companies to retain their top-level employees in today's competitive market. This course examines how to attract and ultimately retain top performers through a combination of benefits packages, performance reviews, improved management policies and other non-financial reward strategies. You will also learn how to promote
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Employee Performance Series

The Employee Performance Series includes the following courses: Employee Performance: Managing Difficult People Employee Performance: Providing Feedback Employee Performance: Resolving Conflict To review individual course descriptions, please return to the previous page and select the desired title(s).
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Advanced Project Leadership Selling Project Mgmt to the Organization

... are important to senior executives. Identify why it is difficult to sell project management to senior executives. Identify effective methods for selling project management to senior executives. Select the appropriate approach to be used with different types of senior executives. Unit 3: Implementing Project Management (1 hour) Identify reasons for implementing project management as
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Advanced Project Leadership Navigating Corporate Structures

...ects in a Functional Organization, the most prevalent and difficult environment for project management. Learn To: Identify characteristics of types of stakeholders. Identify benefits of stakeholder analysis. Identify the steps to perform stakeholder analysis. Identify strategies to deal with stakeholders with hidden agendas. Define a Project Sponsor. Define roles and
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Interpersonal Communication Telephone Skills

...ol a conversation, and effectively handle situations with difficult callers. Learn To Provide efficient customer service through good telephone skills. Demonstrate behavior callers appreciate. Use screening methods. Distinguish between high and low priority calls.
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Advanced Interpersonal Communication Communicating with Co-Workers

...pects of his personality that make communicating with him difficult. Unit 2: Communicating with Colleagues and Subordinates (0.5 - 1 hour) Choose the guidelines for communicating with colleagues. Identify the proper way to respond to a colleague's idea. Take the appropriate steps to apologize to a subordinate.
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Advanced Interpersonal Communication Comm to Build a Positive Culture

Advanced Interpersonal Communication: Communicating to Build a Positive Culture gives the student an overview of the dimensions of organizational culture and how communication perpetuates an organization's culture. This program also defines what a cultural network is and offers guidelines for using the cultural network to your advantage. Steps for empowering employees are also offered in this
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Communicating w Difficult People Working with Difficult Employees

...Difficult People: Working with Difficult Employees offers the student an overview of the information required to identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with
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Communicating w Difficult People Handling Difficult Co-Workers

...Difficult People: Handling Difficult Co-Workers offers the student information on how to define difficult co-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
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Communicating w Difficult People Communicating with Your Manager

...Difficult People: Communicating with Your Manager offers the student an overview of the information required to identify a difficult manager, approach a difficult manager, and confront difficult manager behavior. The program describes the proper methods to interpret difficult personalities, the various options to cope with a difficult manager, and the appropriate steps to provide unsolicited
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Interviewing Skills Conducting an Interview

... gathering, and closing stages, as well as how to address difficult interviews. In addition, students will learn how to evaluate candidates properly to ensure the best candidate is chosen and follow up appropriately with a candidate after a hiring decision has been made.
Learn To:
Follow the correct processes involved in conducting an interview.
Identify various methods for
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Leadership Development Delegation

In Leadership Development: Delegation, you will develop the skills needed to fulfill the role of a delegator and then use the delegation process to achieve organizational success. This program will help you use delegation to achieve greater results that will benefit everyone in your organization. Learn To Identify a delegator's responsibilities.
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Leadership Development Goal Setting

...s into results. Set goals for more difficult projects. Simulation Overview: In each simulation, you will practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each
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Succession Planning Setting Up a Succession Planning Program

... Identify ways of retaining employees that are difficult to replace. Sequence the steps for preparing individual development plans. Recognize steps in identifying key requirements for the future. Identify approaches to determine future work requirements for key roles. Audience This course is
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Delegation Monitoring Evaluating Results

...ir performance. Identify types of difficulties that arise when maintaining boundaries. Identify positive questions to ask when giving delegates support. Identify guidelines for encouraging delegates to find their own solutions to problems. Simulation Overview: In the simulation at the end of this
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Employee Performance Managing Difficult People

...Difficult People will help you develop the skills needed to address a difficult person according to their specific behavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and meet the
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Employee Performance Providing Feedback

...constructive feedback. Handle difficult feedback situations. Audience Managers and employees who want to improve their ability to give effective feedback. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time 2 to 4 hours
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Employee Performance Resolving Conflict

...nd managing conflict. Address difficult personalities. Audience This course is for managers and employees who encounter conflict in the workplace. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time 2 to 4 hours
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Conducting Meetings Managing a Meeting

...ink'. Identify and manage the difficult personality types present in a meeting. Audience Managers and employees who want to improve their ability to manage a meeting. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time
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Facilitation Facilitating Challenging Situations

...facilitating. Specifically, they will learn how to handle difficult team members, the best way to confront team resistance, and the most effective way to resolve conflicts among team members. Learn To Apply steps to foster healthy debates. Facilitate five types of difficult team members. Use a
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Managing Performance Overcoming Performance Appraisal Challenges

...help her toward greater achievement. Unit 2: Conducting Difficult Appraisals (0.5 - 1.5 hours) Recognize guidelines that improve active listening skills. Identify confrontational types of communication. Practice active listening in an appraisal discussion. Approach conflict in a positive manner using
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ISO 9001 2000 The Auditing Process

.... Identify guidelines for handling difficult situations. Identify the two types of non-conformance requests. Identify factors to consider when writing a non-conformance report (NCR). Identify the audit report approval process. Simulation Overview: In this
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Team Participation Teamwork Fundamentals

In Team Participation: Teamwork Fundamentals, you will learn to be an effective team member. This course will teach you how to communicate effectively with team members and adapt to their various personality styles. You will also learn the various stages of team building and understand how to overcome common problems that teams encounter. Learn To Differentiate
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Project Teams Applying Team Building Techniques

... Follow the steps for dealing with a difficult project team member. Recognize methods of decision making that are available to project teams. Reach consensus in a project team meeting. Simulation Overview: In this simulation, you are the leader of a project team that is determining
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Essentials of Business Law Cyberlaw

...fy four factors that make enforcing the law in cyberspace difficult. Identify the circumstances in which electronic communication can serve as evidence in court. Choose established cyberspace regulations. Identify the reasons why Internet advertising can become troublesome. Identify ways
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Communicating with Difficult People Series

The Communicating with Difficult People Series includes the following courses: Communicating with Difficult People: Working with Difficult Employees Communicating with Difficult People: Handling Difficult Co-Workers Communicating with Difficult People: Communicating with Your Manager To review individual course descriptions, please return to the previous page and select the desired
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Telephone Skills Series

The Telephone Skills Series includes the following courses: Telephone Skills: Professionalism Through Basic Skills Telephone Skills: Handling Difficult Calls Telephone Skills: Effectively Managing Inbound and Outbound Calls To review individual course descriptions, please return to the previous page and select the desired title(s).
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Achieving Success Without Authority Focusing on Results

...-worker and has come to you for advice. She is finding it difficult to complete her tasks and has a very negative attitude to her work at the moment. Icon has just been restructured and Cindy's job has been re-defined. She was against this change but did not have any choice. She feels adrift from the newly restructured organization. Unit 2: Getting Results Through Influence (1 - 2 hours)
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Telephone Skills Handling Difficult Calls

... phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and this is also taught. Learn To Portray a good corporate image. Implement customer care.
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Frontline Leadership Preparing to Lead

...o identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with difficult employees. Learn To List the steps a learning
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Supply Chain Management Principles and Concepts

...rity Model: Pre-supply chain to level, and overcoming the difficult transition from Level 2 to Level 3.
Learn To:
Define concepts related to supply chain management (SCM).
Identify drawbacks of the traditional supply chain.
Identify obstacles in supply chain optimization (SCO).
Identify the steps carried out during the stages of the Supply Chain Operation Reference (SCOR) model.
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From 6P International, LLC
Spanish - Hand and Power Tools
CATEGORY:
Construction
COURSE DESCRIPTION:
This course gives you a basic understanding about OSHAa s role in prevention and elimination of work-related illnesses and injuries. Hand and power tools are a part of our everyday lives and help us to easily perform tasks that otherwise would be difficult or impossible. However, these simple tools can be hazardous, and have the potential for
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Hand and Power Tools
This course gives you a basic understanding about OSHAa s role in prevention and elimination of work-related illnesses and injuries. Hand and power tools are a part of our everyday lives and help us to easily perform tasks that otherwise would be difficult or impossible. However, these simple tools can be hazardous, and have the potential for causing severe injuries when used or maintained
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California-OSHA Hand and Power Tools
This course gives you a basic understanding about OSHAa s role in prevention and elimination of work-related illnesses and injuries. Hand and power tools are a part of our everyday lives and help us to easily perform tasks that otherwise would be difficult or impossible. However, these simple tools can be hazardous, and have the potential for causing severe injuries when used or maintained
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Dealing with Difficult People
COURSE DESCRIPTION:
Dealing with conflict and confrontation is one of the most important skills you can learn. Most of us have a certain dread of confrontation-we fear being cheated; wea re scared of letting others know what we really think and feel for fear theya ll use it against us; we believe our honesty will hurt other so we avoid confrontation or put on a strong front.
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Business Writing
COURSE DESCRIPTION:
Writing is an important part of any business! Your writing style identifies who you are and what you know. It is an essential part of the way we communicate and share ideas and information. Ita s very easy to have a conversation with someone, but it can be much more difficult to try and put the information in writing. We suddenly become intimidated and feel that our
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From Pitman Training Centre Notting Hill
Communication At Work
If you're unsure about your English in an office environment, this is the course for you! Only 175. 00!
In approximately 6 hours of study time, you'll relearn basic points of English grammar including the correct use of the apostrophe and subject and verb agreement; how to handle yourself on the phone including how to deal with difficult people; how to communicate through body language
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From Serebra Learning Corporation
The Telecommunications Industry Overview Version 2
...loping technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, enhanced service offerings, and/or costly technological upgrades.This course
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Sales Negotiations Negotiation Execution
...itionally, this course covers guidelines for dealing with difficult people and strategies for dealing with less-than-ideal scenarios and outcomes. After completing this course, you will be prepared to negotiate successfully with people in a variety of roles. The target audience for this course is experienced sales professionals and sales managers with a fundamental understanding of conducting a
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Telecommunications Industry Overview Version 1
...loping technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies pose significant threats to carriers relying upon aging infrastructures and out-dated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, convergence, and/or costly technological upgrades. This course is designed to
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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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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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Overcoming Internal Customer Service Problems
Managing relationships with your internal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In
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Internal Customer Service Conflict and Complaints Simulation
Complaints are an inherent part of customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice
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Managing Challenges in Customer Service
During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all
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Call Center Customer Service
Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting.
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Customer Support Specialist Simulation
...llenge 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 to the following courses: cust_02_a02_bs_enus and cust_02_a03_bs_enus. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist
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Customer Service Procedures
Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide
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Working with Difficult People Respond to Challenges
...Difficult People: Respond to Challenges, is the thirteenth of fourteen courses in this curriculum. After the completion of this course you will be able to demonstrate several techniques to effectively handle minor and periodic personality differences. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating
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Working with Difficult People Cope With Continued Conflict
...Difficult People: Cope with Continued 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
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Working with Difficult People Recognize Work Styles
...Difficult People: Recognise Work Styles, is the twelfth of fourteen courses in this curriculum. After the completion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The Stress Management curriculum presents easily adopted techniques for today's busy
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Communicating Clearly Speak to be Heard
Communicating Clearly: Speak to be Heard, is the second of four courses in this curriculum. After the completion of this course you will be able to define the steps in the communication process, match the situation and recipient to the most appropriate delivery method and environment, and identify ways of delivering a message so that the meaning is understood. The PrimeCommunication curriculum
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Developing a Positive Attitude
...ked against you, or you may find it hard to cope with the difficult and challenging situations that you find yourself in. Taking action to develop a positive attitude involves examining how you perceive your situation, and how you deal with your perception of the situation. This course will show you that it is possible to change your perspective from negative to positive, and provide you with
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Coping with Criticism and Feedback
...efensive or angry. When your emotions get involved, it is difficult to be objective and to use the feedback effectively. This course links the concept of emotional intelligence, and EQ, to the practice of receiving feedback. By doing this, it provides you with a powerful approach that enables you to deal effectively with criticism and feedback. You will learn how to seek feedback from those
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Gaining Allies Creating Change
If you scratch my back, I'll scratch yours. Is this an effective strategy for gaining allies to create change? How about, "If you do it my way, you'll feel better about yourself"? Finding and winning partners for the purpose of creating change is not easy in the intensely competitive and harried environment of the corporate world. It's especially difficult when you lack authority. The people whose
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Communicating Successfully Assert to Achieve
This course assesses the benefits of assertive behavior and provides suggestions to implement these strategies to maintain confidence and control of potentially difficult situations without resorting to submissive or aggressive behavior. 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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Understanding Technical Professionals
... 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 corporate
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Models for Managing Technical Professionals
...e on autonomy, managing their time and resources can be a difficult task. But, since it's your job to supervise this often-frustrating yet extremely valuable group of employees, you need to figure out the best way to do it. And this "best way" may vary from company to company and from individual to individual. In this course you'll learn a variety of ways to motivate, manage, and lead technical
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Managing Upward Relationships
Managing upward relationships is the art of consciously improving collaboration with superiors so that subordinate managers can reap the best personal and organizational results. Managers share the responsibility for managing the relationship with the top management and Board of Directors of the company. Taking advantage of that responsibility will strengthen motivation, productivity, and overall
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Managing and Rewarding Top Performers
...to hand in their resignation? It is becoming increasingly difficult for companies to retain their top-level employees in today's competitive market. This course examines how to attract and ultimately retain top performers through a combination of benefits packages, performance reviews, improved management policies and other non-financial reward strategies. You will also learn how to promote
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Selecting the Best Applicant
...difficult, and that applies particularly to choosing a new employee. This course will show you the most effective methods for evaluating and choosing the best applicants. It will show you how to analyze the information from the interview--by working in a focused framework--and how to compare candidates. You will examine and avoid the most common problems with decision making, and confirm and
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Managing Yourself and Those Around You
Successful administrative support professionals must be good managers. This means managing their own time and energies, as well as cooperatively working with their boss and co-workers. This course teaches successful strategies for dealing with the myriad demands on the time, resources, communication skills, and organizational powers of administrative assistants. Administrative support
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Advanced Administrative Support Simulation
You're an administrative assistant at the corporate headquarters of King's Stores Company, a chain of retail stores, and report to Maxine Washington, Merchandising Manager. Recently, you were disappointed when Maxine turned you down for a promotion. During a meeting with Maxine, you'll have the opportunity to find out to why she didn't promote you. You'll need to listen actively and effectively to
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Thinking Strategically
...difficult to achieve, companies are discovering the importance of strategic thinking. Being lean and mean and process efficient is no good if you don't have the correct business strategy. But what is strategic thinking and what does it look like in the context of your business? This course is focused on discovering and using the key elements of successful strategic thinking. Those in management
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Doing Business on the Internet
...ll ensuring that detailed customer records are kept, is a difficulty faced by almost all companies that engage in Internet-based commercial activity. Regulation of the digital marketplace is very difficult to achieve and currently, in the United States, much legislation on this area is pending but not yet enacted. The main areas requiring regulation are issues related to Internet advertising,
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Rightful Termination
...difficult things you will do as a manager is to tell an employee that his or her working relationship with the company must end. When you take this course, you will learn specific steps to follow when terminating someone's employment due to layoffs, performance problems or misconduct. You will then have the opportunity to apply what you've learned in a role play. Of course, the best way to
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The 802 11 Network Architecture
This module covers some of the key concepts found in the 802.11 network architecture. You will read about the process by which clients connect to an access point, the terms used for organizing wireless LANs, and how power management is accomplished in wireless LAN client devices. Without a solid understanding of the principals covered in this module, it would be quite difficult to design,
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Training and Facilitation: Setting Objectives


MAXIM TRAINING Objectives form a crucial part of every manager's job. They guide everything important we do at work. If we are trying to achieve the wrong objectives, we can't possibly perform well. Yet setting good, clear objectives is difficult to do. The course's overall aim is to show you how to set effective objectives. These could be objectives for yourself, other individuals, your team or
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Customer Service : Handling Customer Complaints


Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer whose complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with demanding customers. It will help you to take a professional approach to
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Customer Service : Handling Angry Customers


Not every encounter with customers begins as a positive experience. But nearly every one can be turned around. The customer who's complaint has been handled well is likely to be your customer for life. This course shows you how to deal with difficult customer situations. It will help you build the confidence to cope with angry customers and diffuse the tension. It will help you to take a
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Phone Skills : Making Difficult Calls


In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you stay in control and get results when you're making those difficult calls - through effective preparation and good communication skills.
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Face to Face Communications : Effective Questioning


Communicating clearly is an essential business skill. The best ideas in the world can only be transformed into realities when they're shared and understood. This course focuses on the art of questioning. It examines the difference between open and closed questions and when to use them for best effect. It demonstrates how to use strategic questioning techniques to defuse a difficult situation,
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Personal Effectiveness - Teamworking: Handling Difficult Team Members


Where people are working together, two plus two can equal more than four. People can achieve more than they would on their own as part of a cohesive and effective team, capitalising on each other's skills, experience and strengths. But working together isn't always sweetness and light. This course will show you how to take power by taking action and gain control in difficult situations. You can
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Recognising Stress Series: The Sources of Stress


People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work.
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Recognising Stress Series: The Effects of Stress


...king under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work. Stress can manifest itself in a wide variety of different symptoms - physical,
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Recognising Stress Series: Your Reaction to Stress


...king under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. A little pressure can help us perform, to achieve our goals. But too much pressure and the cracks begin to show: we suffer stress, performance falls; we become, literally, sick of work. To cope with stress effectively you need to maintain a balance between your
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Coping with Stress Series: Short-Term Coping Strategies


People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. We all need a certain degree of pressure, and pressure can have positive effects - deadlines, confrontations, competition - all add depth and colour to our lives. But they can also lead to stress. Even if you think you can cope, sudden and unexpected
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Coping with Stress Series: Your Attitude to Stress


People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. We all need a certain degree of pressure, and pressure can have positive effects - deadlines, confrontations, competition - all add depth and colour to our lives. But they can also lead to stress. But you can control your reaction. How you perceive
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Coping with Stress Series: Dealing With Stress in Others


People are working under more and more pressure... whether the cause is difficult colleagues, priorities and deadlines, or just life in general. Stress can cause serious problems at work when work is disrupted due to sickness, or people pass their stress around the office. Stress in one person can lead to stress in other staff who then have to cover for their colleague.
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Employee Performance: Managing Difficult People


...Difficult People will help you develop the skills needed to address a difficult person according to their specific behavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and meet the
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Excellence in Service: Working with Upset Customers
In Excellence in Service: Working with Upset Customers, you will learn how to successfully serve upset customers, calm upset customers, and deal with abusive customers. In addition, you will learn how to control your own emotions and reduce your level of stress.
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Supply Chain Management - Principles and Concepts
This course provides an understanding of the fundamentals supporting SCM the Maturity Model: Pre-supply chain to level and overcoming the difficult transition from Level 2 to Level 3.
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Telephone Skills: Handling Difficult Calls
This course stresses the importance of politeness and identifies the service that callers expect over the phone. The learner is guided through the steps to handle difficult calls including angry callers and abusive callers. Dealing with complaints is also covered. Techniques for effective call time management are explained. Call time can be considerably reduced through effective questioning and
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Employee Performance: Managing Difficult People
...Difficult People " you will learn to develop the skills needed to address a difficult person according to their specific behavior. In this course you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and
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Advanced Project Leadership: Navigating Corporate Structures
Advanced Project Leadership: Navigating Corporate Structures teaches the project managers how to understand the corporate environment in particular as it relates to high-profile projects. First you will learn how to identify different types of stakeholders and how they may influence the project. You will learn how to deal with stakeholders a Hidden Agendasa . You will also learn about project
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Rising to the Customer Challenge: Engage Difficult Customers
...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 toolkit of
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Interviewing Skills: Conducting an Interview
In Interviewing Skills: Conducting an Interview participants are provided with step-by-step guidance for interviewing candidates researching their references evaluating candidates and choosing among them objectively and appropriately following up with both the chosen candidate as well as those not offered the position. Participants also learn how to handle difficult candidates.
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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
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Interpersonal Communication: Telephone Skills
Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone properly address callers and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions employ strategies to control a conversation and effectively handle situations with difficult callers.
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Communicating with Difficult People: Working with Difficult Employees
...Difficult People: Working with Difficult Employees offers the student an overview of the information required to identify address and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior effective techniques to prevent difficult behavior in the workplace and proper communication methods to build better relationships with
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Communicating with Difficult People: Handling Difficult Co-Workers
...Difficult People: Handling Difficult Co-Workers offers the student information on how to define difficult co-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
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Communicating with Difficult People: Communicating with Your Manager
...Difficult People: Communicating with Your Manager offers the student an overview of the information required to identify a difficult manager approach a difficult manager and confront difficult manager behavior. The program describes the proper methods to interpret difficult personalities the various options to cope with a difficult manager and the appropriate steps to provide unsolicited
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Frontline Leadership: Preparing to Lead
Frontline Leadership: Preparing to Lead offers the student an overview of the information required to identify address and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior effective techniques to prevent difficult behavior in the workplace and proper communication methods to build better relationships with difficult
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Facilitation: Facilitating Challenging Situations
In Facilitation: Facilitating Challenging Situations participants will learn how to handle several challenging situations that they may encounter while facilitating. Specifically they will learn how to handle difficult team members the best way to confront team resistance and the most effective way to resolve conflicts among team members.
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From Seletel Informatique
Dealing with Difficult People
This series presents strategies for handling interpersonal tension in the workplace. In each course, learners will gain insight into analyzing situations, determining the best courses of action, and resolving problems. Scenarios and examples include working with difficult people in any organizational situation - supervisors, peers, and subordinates.
Audience:
This series is for anyone who is
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From Software Training Academy, Inc
Java Server Faces JSF

This course introduces the JavaServer Faces API for Java Web application development. Proceeding from a foundation of Java, Servlets, and JSP, the course develops the best-practice concepts of MVC architecture and command-object encapsulation that propel the JSF architecture. Students create JSF Web applications by organizing their pages as JSF component trees, and their server-side code as JSF
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From Healings of the Heart
Living in Harmony With the Universal Law



...d financial security, attract loving relationships, solve difficult problems, find your Soula s purpose & connect with a higher source of wisdom and guidance.
Youa ll learn what these Universal Laws are and how to use them to improve any area of your life which is in a state of disharmony. We all have created the life for which we currently reside in, as we begin to recognize our
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From Software Training Academy, Inc
Introduction to Java Programming Rev 6 0

...gramming from an object-oriented perspective. It is often difficult for programmers trained originally in a procedural language to start thinking in objects. This course introduces object-oriented concepts very early, and Java is developed in a way that leverages its object orientation. Most of the course emphasizes simple classes without inheritance. The last chapter introduces inheritance and
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Introduction to Java Programming Rev 6 0

...gramming from an object-oriented perspective. It is often difficult for programmers trained originally in a procedural language to start thinking in objects. This course introduces object-oriented concepts very early, and Java is developed in a way that leverages its object orientation. Most of the course emphasizes simple classes without inheritance. The last chapter introduces inheritance and
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Object-Oriented Programming in C

...gramming from an object-oriented perspective. It is often difficult for programmers trained originally in a procedural language to start thinking in objects. This course introduces object-oriented concepts early, and C# is developed in a way that leverages its object orientation. A case study is used to illustrate creating a complete system using C# and .NET. Besides supporting traditional
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From Bartending Pros
Professional Bar Management Online
...extreme. This class will teach you simple ways to handle difficult situations with unhappy customers and employees, the duties of each employee, and key factors which are vital to a successful business.
New bar owners will find the course is a complete guide to understanding the mechanics of each particular job and the skills to lead a loyal and productive team. You will also learn ways to
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Professional Bar Management II Online
...extreme. This class will teach you simple ways to handle difficult situations with unhappy customers and employees, the duties of each employee, and key factors which are vital to a successful business. You will also learn how to take inventory, how to calculate the bar's pouring cost, how to calculate profits on each cocktail, how to hire and train employees, how to figure labor costs, how
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From AJ Novick Group
Online Anger Management Classes

The AJ Novick Group, and our partner organization, Anger Class Online, offers one of the finest purely web-based anger management classes available on the internet. These classes are ideal for court, business or personal requirements. Attending a live anger management class may be difficult due to a busy work schedule or other life commitments. Our online anger management classes are available
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From Launsby Consulting
Design of Experiments elearning course
This session is geared toward the technician, engineer, scientist or manager who wants to understand how to conduct simple (but powerful) designed experiments without unnecessary statistical rigor.
Finding time for a three to five day seminar is becoming increasingly difficult. Travel problems associated with seminar attendance have increased dramatically. On-Line learning provides a
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From JED New Media inc.
Adult Learner Archetypes
Adult learners possess a variety of unique character traits. To optimize the learning experience, a trainer needs to identify each learner archetype, understand its character traits and leverage them to help you achieve your training objectives. Outlined here is a classification of adult learner archetypes using animal analogies.
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Resolving Customer Complaints
It is imperative to minimize the damage dissatisfied customers can cause to your bottom line and reputation of your business. Identify different types of customer complaints and learn to ensure optimal customer satisfaction by effectively handling and resolving these issues.
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R ussissez votre certification ISO
Ce JEDlet s adresse aux entreprises qui ont la ferme intention de r ussir la certification de leur syst me qualit et d en tirer des r sultats concrets. En passant en revue les principaux param tres de la d marche de certification ISO 9001, ce JEDlet vous donne des conseils qui vous aideront a mettre a profit l exp rience de ceux qui ont pris ce chemin avant vous.Une d marche qualit se compare a
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Writing Well: Strategic Streamlining
Are you guilty of over-stuffing your writing with unnecessary filler? Is your writing ambiguous and difficult to understand? Learn how to trim the fat and get right to the heart of the matter with clear, crisp, and effective written communications. Strategic streamlining is the discipline of self-editing, an invaluable practice for anyone who has to write any form of communication. (This JEDlet
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From Backup Training Corporation
Interview Techniques

...e Boulch
Obtaining confessions from individuals can be difficult and sometimes impossible. This course is designed to assist officers in extracting needed information from suspects, victims, and witnesses.
Included in this course is a complete review of the history of interviewing techniques, beginning with the Roman Empire. Skills developed and honed throughout this course include
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From The Virtual Training Company
Adobe GoLive 4
GoLive is Adobe's flagship web site building application. Now the budget-conscious user or someone just starting out with the Web can experience the power and ease of GoLive. No other visual Web authoring program gives you this amount of creative control and flexibility. Mark Fletcher makes it all look easy in Virtual Training Company's GoLive 4 tutorial. You progress systematically and smoothly
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From Skillspride Online Training
Creative Thinking Techniques
Sometimes our thinking gets stuck and we need to find unusual and different ways of getting round a problem. This course provides some those techniques. A number of different techniques are introduced and practiced during the day. It is common for individuals to like and enjoy some of the techniques and find others difficult. The purpose of the course is to provide a wide choice of options.
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From F+W Publications, Inc.
Writing the Novel Proposal from Writers Online Workshops
...d effectively. Creating a novel proposal may be the most difficult writing assignment you'll ever have to face. This workshop from WritersOnlineWorkshops.com will show you how to create this most important marketing tool -- and how to make sure your work catches the eye of an editor or agent.
At the conclusion of this workshop you will have developed a proposal package to submit to agents or
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From Education Systems
Air Fares
Learn the air fare terms, codes, fare construction principles and fare application rules necessary to find, interpret and apply the lowest applicable fare to your clients air itinerary. Practice the interpretation of the multiple air transportation taxes and fees applicable to air travel. Air fares are historically difficult to interpret and apply. This course presents the basics in a simple
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From Backup Training Corporation
Controlled Force Weapon Retention

The techniques shown in the class are not difficult to master. Each scenario is gone over carefully by the instructors so the student has a clear picture of how to train
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