From Serebra Learning Corporation
The Inbound Call Center 
...istory of call center technology; recognize the effect of environmental factors on productivity; apply the processes to turn the phone answering service into a business center; understand the value of linking with the rest of the organization; and employ methods to give customers the service they want. Becoming a successful call center manager is not an easy task. This series is targeted
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The Call Center Industry 
When people pick up a phone and hear someone greeting them from the
XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:
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Organizational Communication Managing Communication 
...ed to help students understand innovation and change, how environmental context affects communication, and how power and politics affect an organization. The program gives students guidelines for managing change, stress, conflict, and for empowering individuals. By applying the guidelines, students will be able to communicate effectively in the different environmental contexts and situations.
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Analyzing the Market 
This course will walk you through four crucial elements of analyzing your market. First, you'll learn to scan your environment, considering the economical, technological, social, and political impacts on your organization. Then you'll learn how market segmentation can assist you in developing products and marketing strategies. You'll be given a set of tools that can be utilized for developing and
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Competitive Factors in Strategic Marketing 
You've got a great idea for a new product or service for your organization, or a major enhancement for an existing one. Now you've got to present the case to the decision-makers to go forward. What kinds of topics should you include in your strategic marketing plan? In this course you'll learn exactly what to consider as you develop and present your plan, including market data and competitor
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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
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Code of Conduct - The Work Place 
This course enables you to identify guidelines for working in a secure and healthy environment and to recognize the importance of clear boundaries and effective communication both internal and external to the company. Compliance areas covered include discrimination and harassment,
EEO, violence, safety and health, environmental safety, political activities, quality communications, and crisis
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Security Safety and Communication 
To understand the role of security in an organization, the importance of following safety and environmental guidelines, and how to communicate with customers in a professional manner The for this path includes entry-level computer technicians who will, by the end of studying this path and before taking the exam, have accumulated 500 hours hand-on experience in a lab or in the field
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PBX and ACD Systems 
This
WestNet e-Learning module focuses on the private branch exchange (
PBX) telephone switching system. We will see how a combination of telephone switching and dedicated lines can create a wide area voice and data network that can treat most intraoffice calls as "local."
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Workplace Security Awareness 
This one-hour course will provide an awareness-level orientation of basic workplace security fundamentals and appropriate actions for workers to take in the event of potential threat situations that may be encountered in the workplace, including encountering trespassers, receiving phone threats, dealing with workplace violence incidents, evacuating during an emergency, and protecting against
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NFPA 1600 Business Continuity Programs 
Whether it is a natural disaster that sweeps through your city or a computer virus that destroys vital electronic information, businesses need to be able to recover their services and operations as soon as possible if such a disaster does occur. A Business
Continuity Program involves planning the recovery of operations when confronted with adverse events such as natural disasters, technological
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DOT Drug and Alcohol Awareness 
Drug and alcohol abuse by employees is a common cause of workplace problems, such as accidents and ineffective work practices, in the US today. These problems can affect profits and expose companies to increased medical and insurance costs, and any related financial loss due to compensation. Several US laws have been enacted to combat drug and alcohol abuse in the workplace. The
Department of
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DOT Security for Shipment of Hazardous Materials 
According to the US Department of
Transportation (
DOT), over 800,000 shipments of hazardous materials are transported in the
United States every day. The materials shipped include those of chemical, petroleum, radioactive, explosive, and poisonous natures. Of the 800,000 shipments, almost 769,000 are transported by truck on the nation's roads, with the rest divided among rail, pipeline, water, and
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IATA 2 Marking and Labeling 
This one-hour training course will introduce the International Air Transport Association's
Marking and
Labeling requirements. The proper identification, preparation, and transportation of hazardous materials affects everyone's safety. This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific
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IATA 3 Packaging 
This training course will introduce the packaging requirements of the International Air Transport Association's
Hazardous Materials Regulations. This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the
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Confined Space Entry 
This one-hour course covers information about confined spaces, hazardous atmospheres, necessary equipment, and permits. The intent of the course is to provide the learner with information about the hazards and hazard control methods that will permit safe work in enclosed work areas or confined spaces. recognize terms commonly associated with confined spaces distinguish the difference between
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Construction Safety Orientation 
This course is designed to inform new construction workers and site visitors in and around construction sites of the potential hazards and safe work practices associated with the construction industry. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize hazards commonly found at construction sites recall safe construction work
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Cryogenic Safety 
Cryogenic materials are commonly used in the workplace for a variety of purposes, such as refrigeration, medical applications, and rocket propulsion. Due to their extremely cold temperatures, cryogenic materials can be hazardous if handled and stored incorrectly. Any employees handling cryogenic materials must wear personal protective equipment. If employees are exposed to the extreme cold of
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Decontamination HAZWOPER 
This training provides information concerning decontamination, which is the process of removing contaminants that have collected on workers and equipment. Decontamination protects you from hazardous substances that may contaminate and eventually penetrate protective clothing, respiratory equipment, tools, vehicles, and other equipment used on-site. It also prevents the movement of contaminants
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Defensive Driving 
This one-hour course will provide simple defensive driving techniques to reduce your chances of being involved in a motor vehicle accident. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define defensive driving recognize accident prevention methods identify the importance of seat belts describe the facts concerning the impact of
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Defensive Driving Techniques 
This one-hour course will provide advanced defensive driving techniques to reduce your chances of being involved in a motor vehicle accident. The content in this course is designed to comply with the intent of the applicable regulatory requirements. specify concerns to be addressed before and while driving use safe driving techniques to avoid collisions drive safely in various weather
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Electrical Safety Awareness 
An awareness level course that discusses how to work safely with electricity. It focuses on specific electrical hazards found in the workplace and methods to minimize or eliminate those hazards. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recall basic rules of electricity as they relate to electrical safety identify actions to
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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
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Emergency Disaster Preparedness 
This one-hour training course was designed and developed to provide instruction on emergency response, safety, reporting, and evacuation of company facilities and work areas in the event of a natural disaster, fire, bomb threat, or other emergency. The procedures contained in this training should be followed unless otherwise directed by your employer, police or fire department officials. The
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Emergency Response 
This one-hour course provides information about planning for and responding to emergencies. The intent is to provide the learner with basic information on procedures that cover onsite emergencies such as an accidental release or spill of a hazardous chemical, fire emergencies, explosions, bomb threats, threats to security or personal injuries. The content in this course is designed to comply
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Emergency Response and Spill Control HAZWOPER 
This training describes how to respond to various emergency situations and describes control of situations both by the workers involved and by trained emergency personnel. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define "hazardous materials" recognize where spills are likely to occur identify the elements of an emergency
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Ergonomics Awareness 
This one-hour course is designed to provide the basic information needed to recognize and report musculoskeletal disorders (
MSD) signs, symptoms, and risk factors. It addresses the key components of an
Ergonomics Program and provides information to assist both employees and employers in minimizing the risk of developing work-related
MSDs. This course applies to both office and industrial
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Fall Protection Awareness 
This one hour course is intended to provide employees who might be exposed to fall hazards the ability to recognize such hazards and the ability to minimize them. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize common workplace fall hazards describe fall protection techniques used in general industry identify fall
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Fire and Explosion Hazards H 
This training discusses actions to reduce the risk of fire and explosion due to chemical reactions, ignition of explosive or flammable chemicals, ignition of materials due to oxygen enrichment, and sudden releases of materials under pressure. Learning how to prevent and protect yourself and others from fire and explosion hazards can help save resources, time, and possibly, lives. The content in
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Fire Prevention and Safety 
This one-hour training course addresses how to prevent fires and recognize fire hazards. It will also discuss what actions to take in the event of a fire, including the proper use of portable fire extinguishers. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define the chemistry of fire recognize common fire hazards classify types
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First Aid--Basic 
First aid is the immediate care for victims of injuries or sudden illness, before professional medical treatment is available. It not only involves the victim's physical condition and emotional state, but the entire emergency situation. This one-hour training course will focus on how to use a systematic approach to evaluate an emergency situation and respond to basic first aid situations prior
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First Aid--CPR 
Emergencies requiring cardiopulmonary resuscitation (
CPR) can and do occur without warning. It is important that you know the basic emergency techniques for recognizing and treating failures of the respiratory system and heart. This one-hour course will focus on the
ABCs of basic life support: maintaining an open airway, restoring breathing, and restoring circulation. Note: this training should
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First Aid--Medical Emergencies 
Medical emergencies can occur at anytime but may be hidden because of injuries suffered in an accident, or an accident may trigger a medical emergency such as a heart attack, stroke, or seizure. This one-hour training will focus on the signs and symptoms of specific medical emergencies and their treatment. Being trained in first aid could mean the difference between life and death. Note: This
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Food Safety and Handling 
Each year, bacteria in food cause millions of illnesses in the US. According to the
Food and
Drug Administration, between 2 and 3 of all foodborne illnesses result in secondary long-term illnesses. Some strains of E. coli can cause kidney failure in infants, and salmonella can lead to reactive arthritis and serious infections. In addition to the risks from badly prepared or handled food, there is
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Forklift Safety 
The purpose of this training is to help you become a qualified forklift operator; one who has the skills and knowledge to operate a lift truck in a safe and proper manner. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize general engineering principles associated with forklift safety identify factors that lead to forklifts
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Hand and Power Tool Safety 
A variety of hand-held tools are used in the workplace. This course will provide an understanding of the potential hazards associated with the use of hand tools and power tools as well as the safety precautions required to prevent those hazards from occurring. Power tool hazards are addressed by the power source used: pneumatic, liquid fuel, hydraulic, or powder-actuated. The content in this
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Hearing Conservation 
This one-hour training course will provide information to help you prevent noise-induced hearing loss. It will also explain the purpose and components of a hearing conservation program including the proper fitting, use, and care of hearing protectors. The content in this course is designed to comply with the intent of the applicable regulatory requirements. describe the effects of noise on
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Hazardous Material Management 
This one-hour course discusses proper handling of chemicals in the workplace and actions that can be taken to protect the workers, the public, and the environment. It also covers the roles and responsibilities of those responding to events involving hazardous materials. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define hazardous
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Hazard Communication 
This one-hour course will acquaint you with the precautions that both you and your employer must take in order to safely use, handle, and dispose of hazardous chemicals in the workplace. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify the routes of chemical entry into the body define various categories of chemical hazards
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Hazard Communication HAZWOPER 
This training discusses programs and procedures dealing with chemical hazards as stated in
OSHA Regulation, 29 CFR 1910.1200, the
Hazard Communication Standard. This training is geared toward employees who are actively involved in cleanup activities. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify employer responsibilities and
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Heat and Cold Exposure Management HAZWOPER 
This training is intended for personnel who may be exposed to temperature extremes at hazardous waste sites. Heat-related illness is a major hazard, especially for workers wearing personal protective clothing. Cold-related injuries can cause loss of limbs or even death. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify
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Heat Stress 
Each year more people in the
United States die from extreme heat than from hurricanes, lightning, tornados, floods, and earthquakes combined. This one-hour course will discuss the effects of heat on your body, outline the risk factors for heat-related illnesses, and describe the associated treatments for each. This training will also explain several control measure techniques and safe work
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Hot Work Permits 
Hot work can be defined as any operation such as brazing, cutting, welding, grinding, soldering, or torching that can cause sparks or flames. While such work is necessary, the hazards associated can be minimized through an effective hot work permit program. This
30-minute course provides an overview of an
OSHA-compliant hot work permit program, including the permit process, roles and
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Hydrogen Sulfide 
This course is designed to provide an awareness of hazards associated with hydrogen sulfide gas as well as methods to detect and minimize exposure to the gas. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize hazardous characteristics of hydrogen sulfide and exposure limits describe equipment and proper detection methods
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Indoor Hoisting and Rigging 
This course is designed to educate the worker on the significant safety issues to be considered while moving large, heavy loads associated with today's manufacturing and construction industries. The content in this course is designed to comply with the intent of the applicable regulatory requirements. specify general safety issues of cranes, hoisting, and rigging define the purpose of the
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Industrial Ergonomics 
This one-hour course is designed to provide the basic information needed to recognize and report musculoskeletal disorders (
MSD) signs, symptoms, and risk factors. It addresses the key components of an
Ergonomics Program and also provides information to assist both employees and employers in minimizing the risk of developing work-related
MSDs. This course applies to employees and employers in
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Job Hazard Analysis 
This one-hour course is intended to provide information that will help improve the quality of work environments, improve absenteeism, help maintain a healthier workforce, reduce injury and illness rates, and make workers feel good about their work. This course was specifically designed for supervisors and managers to help enhance existing techniques in
Job Hazard Analysis. The content in this
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Laboratory Safety 
This overview course is designed for employees who work in an industrial, clinical, or academic laboratory setting. It will serve to educate the laboratory employee to diverse safety and health concerns related to their job. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify general requirements of the
Laboratory Safety Standard more...
Ladder and Scaffolding Safety 
This one-hour course is designed to train employees to recognize the hazards associated with ladders, stairways, and the type of scaffold being used at the work site and to understand the procedures to control or minimize those hazards. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify the types of portable ladders and their
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Ladder Safety 
This course provides information about the safe use of portable and fixed ladders. The intent of the course is to provide the learner with information about the hazards involved with the use of ladders and control methods that will greatly reduce these hazards. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify hazards related to
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Laser Safety Training 
This one-hour course is designed to provide awareness of the fundamentals of
Class IIIB (moderate) and IV (high-power) lasers or laser systems. The content in this course is designed to comply with the intent of the applicable regulatory requirements. discuss what a laser is and how a laser works name the types and classes of lasers describe non-beam laser hazards recall the biological
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Lead and Cadmium 
Failure to understand the dangers of cadmium and lead, and the correct practices that should be followed when working with them, can leave you exposed to long-term health risks. Lead and cadmium have a number of industrial applications. This course provides an understanding of the basic health effects, routes of entry, methods of compliance and prevention, and regulatory requirements for both
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Lead Awareness 
This course covers information mandated by
OSHA 29 CFR 1910.1025. It provides general knowledge of the hazards associated with lead exposure and requirements to reduce or eliminate exposure. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify sources of lead exposure identify adverse health effects associated with lead exposure
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Lockout Tagout 
This one-hour course provides information about control of hazardous energy and work under the protection of a
Lockout/
Tagout permit. The intent of the course is to provide information on lockout/tagout practices and the significance of lockout/tagout devices. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define terms commonly used
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Lockout Tagout for Authorized Persons 
This course provides information about control of hazardous energy and work under the protection of a
Lockout/
Tagout permit. The intent of the course is to provide information on lockout and tagout practices and the significance of lockout and tagout devices. Managers, supervisors, and employees
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Liquefied Petroleum Gas LPG Safety 
This one-hour course will provide you with an understanding of the hazards, characteristics, and methods of detection associated with liquefied petroleum gas (
LPG). It provides general knowledge of the hazards associated with exposure and requirements to reduce or eliminate exposure and mitigate the hazards. The content in this course is designed to comply with the intent of the applicable
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Machine Guarding Safety 
This course will provide definitions, general requirements, and requirements for different kinds of machinery concerning the
Machine Guarding Program. It will provide general discussion of various guarding methods, as well as defining terms associated with machine guarding. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify where
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Material Handling and Storage 
This course covers information about drum handling, compressed gas cylinders, flammable materials, slings, safe lifting techniques, and safe handling procedures. The intent of the information is to familiarize the learner with safe work practices necessary to prevent injury while handling materials and equipment in the workplace. The content in this course is designed to comply with the intent
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Material Safety Data Sheets 
This course is designed to provide both workers and supervisors with a better understanding of how to interpret a
Material Safety Data Sheet (
MSDS), as well as address specific requirements associated with MSDS's in the workplace. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize the physical states in which chemicals are
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Mold Awareness 
Many businesses and organizations, including government-owned facilities, can experience mold at their facilities at some point in their business life. A mold is a coating or discoloration that develops in a damp atmosphere on the surface of food or fabric. Not everyone is at risk from exposure to molds but certain groups of individuals, including infants and the elderly, are particularly
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Non-Ionizing Radiation Safety 
This course is designed to familiarize learners with the health implications associated with non-ionizing radiation, specifically radio frequency (RF) radiation and measures to protect workers from exposure. Employees who may be exposed to radio frequency (RF) radiation
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Office Ergonomics 
This one-hour course is designed to provide the basic information needed to recognize and report musculoskeletal disorder (
MSD) signs, symptoms, and risk factors. It addresses the key components of an ergonomics program and also provides information to assist both employees and employers in minimizing the risk of developing work-related
MSDs. This course applies to employees and employers in
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Office Safety 
This course is designed to cover hazards that may be encountered when working in administrative areas. These areas of concern are ergonomic stress, hazard communication, bloodborne pathogens, and electrical safety. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify office noise abatement and air quality/ventilation strategies
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DC Circuit Theory 
This one-hour course is designed to provide you with a basic understanding of DC Electrical
Theory. It is also intended to enhance your understanding of the operation and design of DC circuits, components, and sources. You will learn about basic DC electrical terms, equations and theory, and solve problems involving resistance, voltage, and current. The content in this course is designed to
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Used Oil Management 
... dispose of used oil is a serious, but little recognized, environmental problem. This one-hour course reviews the various regulatory requirements associated with used oil management primarily from a generator's perspective. The goal of this training is to provide you with an overview of the used oil management programs and explain the different regulatory scenarios that apply to used oil. The
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Universal Waste Rule Training 
This one hour training gives an overview of the
Universal Waste Rule. This rule provides generators with a more flexible approach for managing certain widely-generated, low-risk hazardous waste streams. The flexibility is intended to encourage resource conservation, as well as the diversion of universal wastes from landfills. The content in this course is designed to comply with the intent of
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Storm Water Pollution Prevention 
...s the nature and occurrence of storm water pollution, its environmental effects, and ways to address this important water quality problem. Rainwater that enters a surface water body, by flowing either overland or through a storm sewer system, is called storm water or storm water runoff. Storm water runoff is one of the leading causes of pollution in rivers and lakes. Identifying sources of
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Spill Prevention Control and Countermeasure Plan 
When petroleum products are accidentally spilled, they may damage the environment and pollute our waterways. A spill of only one gallon of oil can contaminate a million gallons of water. This
30-minute course will provide you with information on the prevention and countermeasures you should take should a spill occur. This training will also provide information on the components of a
Spill more...
Spill Prevention and Control 
This course provides information about hazardous materials; spill control, and confinement methods. The intent of the course is to provide the learner with information about the safe handling, movement and storage of hazardous materials. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define hazardous materials recognize where spills
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Organizational Crisis Management - Managing a Crisis 
This course focuses on management during and after a crisis. It starts by covering challenges presented by crises the importance of crisis recognition and immediate management strategies on sudden crisis outbreak. It then moves on to management of information decision-making and managing with regard to legal issues. The final section covers guidelines for managing specific crisis types for
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Project Management: The Fundamentals 
This program covers the terms and concepts that serve as the foundation of project management training. Students learn how projects are initiated, how project and product management differ, and the five project management process groups. In addition, students will gain an understanding of the environmental and socioeconomic issues that affect projects and how they are managed. This program also
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