Online Expectations eLearning - Training Resources

Boost Your Self-Confidence And Enjoy Selling Success ... and achieve goals that reach your company`s and your own expectations and reinforce your self-motivation to take control of what you can to reach your goals. Understand the importance of your own attitude and self-confidence in the selling process and how to use this to help your customer to buy. Highly recommend scheduling online chats between sessions, about 15 to 30 minutes, to reinforce  more...

Setting Performance Goals and Expectations Course description -- Productive and motivated employees are those who clearly understand what is expected of them in terms of performance and behavior. This course has tools and methods for collaboratively establishing goals and specific performance criteria for all employees. There are tips to help you obtain commitment to the goals and methods to help you review performance goals regularly. It  more...

Sales Through Service Skills ...ication skills to identify, meet and beat their customers expectations. It will help them through the sales through service process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyze what the customer wants and needs by combining active listening and effective questioning...so they can make a real difference to  more...

Set Performance Expectations This course will help you see how to identify and set performance standards for your employees jobs, and see how they contribute to objective setting. You will see how to analyze and evaluate good performance objectives; and you will see the value of linking performance standards to rewards (or to other consequences). This course can be completed as quickly as you care to. Student is given  more...

Recognizing and Avoiding Burnout ...ate, locate the stressors in your life, and evaluate your expectations, a major contributor to burnout. You will be given guidelines to identify the various stages of burnout and methods to recognize where you are in the process. The course focuses on giving you practical techniques for managing your own frustrations and anger and getting back on track. IMPORTANT NOTE: INTERNET EXPLORER (IE)  more...

Ethics and Compliance Basics ...es. Training is necessary to encourage good behavior, set expectations, demonstrate the company's commitment and inform members of laws that are not common knowledge. Integrity and scruples not only keep us out of court and out of prison, but they are good for business. One study found that companies making "an explicit commitment to doing business ethically" have produced profit/turnover  more...

Build Your Own BIZ(tm) - Writing a Business Plan ... up and running. They help you clearly define your goals, expectations, and needs. This online course will help you craft a successful business plan for your organization by providing valuable insights via video, text, and downloads. The course of study has been expertly developed by an accredited college and can be completed within the prescribed period of time or even sooner. You will receive  more...

Accounting In An Hour ...rganization, chances are you?ll never achieve your career expectations if you?re unable to answer questions like these with confidence: What does EBITDA mean? Why is budgeting so important? What is the difference between cash flow and profitability? What is the difference between an Income Statement and a Balance Sheet? If you?re unsure about even one of those questions, that confirms you?re  more...

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

Marketing Management ...expectations you and others have of this position? What skills do you need? How do you put together a marketing team? How do you lead that team to success? How can you tell if you're doing a good job? In this course you'll look at marketing management from top to bottom--starting from the basic skills you need as a marketing manager, through creating a multifunctional marketing team,  more...

Mentoring Effectively Perhaps your organization has asked you to help induct a new employee. Maybe a junior colleague has approached you for guidance. Or perhaps you want to "fast track" a rising star into a particular leadership position. Whatever the case, before you sign on as a mentor you'll want to learn all you can about the process, from how mentoring benefits you and your career to how you can best assist your  more...

Achieving Success the Help of a Mentor Perhaps you want to ask an expert in your field or organization to mentor you. Maybe a manager has offered to guide you up the organization ladder. Or perhaps you're participating in an organizationwide mentoring program. Whatever the case, you'll want to make the most of having a mentor in your corner. In "Achieving Success: the Help of a Mentor," you'll learn how a mentor can help you guide your  more...

Mentoring On-line Rapid changes in the way organizations look and do business have generated a new business tool: e-Mentoring. Here's an opportunity to examine the challenges and advantages of e-Mentoring and explore how to adapt communication skills to electronic media. Learn how to grow and manage e-Mentoring relationships by effectively selecting and matching e-Mentors and prot??g??s, developing trust, using  more...

Facilitating Meetings and Work Groups ...ll be able to prepare for the meeting, establishing clear expectations and a realistic agenda. You can also determine if you are a match for this assignment, or if it would be better to find someone else. You will learn techniques to start and end meetings for groups of various sizes and purpose. By learning why, when and how to intervene in meetings, you will establish ways to get groups to  more...

Managing Contingent Workers ... workers) are different than permanent employees in their expectations, roles, commitments and legal status. That means you need to manage them differently than you do full-time, core employees. This course will examine various aspects of successfully managing contingent workers. You will analyze various methods of communicating expectations and job issues, and learn how to control and monitor  more...

Working with Internal Customers ...ould not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately makes your organization more financially secure. Giving great service to your  more...

The Customer Service Agent in Action There are now some 7 million customer service agents (CSAs) working in nearly 80,000 call centers in the United States. Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the  more...

ITIL V3 - Service Transition Processes and Principles IT organizations need to transition their service designs into operations. Service Transition processes are important to provide companies with information to ensure that their service design solutions will achieve their expectations. This course will help learners understand Service Transition processes.  more...

Identifying Your Customers Expectations ...expectations of all the companies with which they transact business. These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers'  more...

Bridge the Expectations Gap You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that, and you'll be shown how  more...

Leading a Customer-focused Team ...e a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The first lesson explains how to work together to set the parameters for what has to be accomplished by creating a Statement of Purpose and effective team goals. Once these have been established, your role as leader becomes that of enabler and the rest of the course is devoted to  more...

The Customer s Voice ...us is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customer's Voice", but you have to know how to listen. Learn about the dynamics of client expectations, and the inconsistent, ever-changing nature of today's customer. How do customers judge our success? You'll explore the five key expectations dimensions, and you'll be able to  more...

Making Telephone Calls Count ...n with you add fuel to the fire or surpass their greatest expectations? By using effective techniques for managing conflict, you'll create satisfied, loyal customers. It is said that "the customer is always right," but sometimes, it is necessary to say no to a customer's request. The success of this transaction is all in how you say it. Are you harsh and abrupt? Do you anger the customer  more...

Creating Effective Contracts When you hear the word "contract", you may think of a written, legal document. However, when it comes to consulting relationships, contracts are more about setting expectations and involving the right people instead of setting legal parameters. In this course, you'll examine how to approach contracting, the considerations that are most important, and how you should approach the contracting  more...

Pursuing Successful Lifelong Learning Today's successful individual understands that the business world is constantly changing the way people work and the way work is accomplished. How often have you heard these terms: lifelong learning, self-directed learning, continuous learning, and knowledge worker? If you wonder what these terms really mean, why they are important, and how you rate as a worker and learner for the 21st century,  more...

Estimating Activity Costs ...the sinking feeling that occurs when project costs exceed expectations. Project cost management is concerned with estimating and controlling the cost resources used to complete different project activities. This course will highlight the importance of project cost management to project performance. It will cover the project inputs, tools and techniques, and outputs involved in the Project Cost  more...

An Introduction to Project Management ...s in such a way that you meet the cost, quality, and time expectations of all invested parties in order to accomplish a temporary endeavor. This is the mission of project management. Challenging? Yes. Impossible? No. All industries employ project managers to implement processes as a way to control business. In fact, the field of project management is rapidly expanding, as more companies become  more...

Project Planning ... Experienced project managers learn that meeting customer expectations is ultimately more important than having a project go "according to plan." In this course, learners will be introduced to the purpose of the Planning Process Group and its associated processes. They will learn how to answer such questions as, "what must be done, how should it be done, who will do it, how much will it cost,  more...

Portfolio Management Processes and the Organization ...ecutive management in assessing and meeting the needs and expectations of the organization. Whether working with programs or projects, effective portfolio management will give you the tools necessary to make the right organizational decisions. Portfolio management is not conducted in a vacuum; oftentimes the roles and processes will relate throughout the organization. This course will examine  more...

Advanced Project Management - Building Productive Stakeholder Relationships Advanced Project Management: Building Productive Stakeholder Relationships teaches learners how to classify stakeholders as primary, strategic, and operational sponsors and how to determine stakeholders' needs and expectations. It covers how to create a formal communication plan, how to resolve conflict with stakeholders, and what steps are commonly used to control change. Finally, it teaches  more...

Design of Experiments DOE ...ng of how and why their processes fail to meet customers' expectations. Organizations use the Design of Experiments (DOE), a key methodology of the Six Sigma Improve phase, to quantify with statistical precision the factors that are causing this gap. Well-designed experiments result in effective process redesign, and ultimately, improved organizations. This course explains how to design and  more...

Becoming a Manager Responsibilities and Fears Promotion to management is obviously welcome and something to celebrate, but when the initial excitement is over, you may begin to wonder about your new responsibilities. Your main focus is now on managing the activities of others and ensuring that the company's resources are used effectively. Apprehensions about whether you are able to do the job are natural--it merely indicates a healthy respect  more...

Analyzing Cash Flow Statements Have you ever had to make a really tough business decision? They can be hard to make, especially since a bad decision can ruin a company. Fortunately there is a way to make a more informed and better business decision; by analyzing your company's financial statements. They contain information that can help you improve your company's efficiency and overall effectiveness. Cash flow statement  more...

Introduction to Internal Auditing Surprises can be very costly to a company. Developing in-house strategies to ensure that internal processes are being followed and quality expectations are being met is a powerful tool for avoiding surprises. This course, Introduction to Internal Auditing, will introduce you to internal auditing strategies and techniques that help accomplish this end. Specifically, you will learn how to plan and  more...

Windows NT Server 4 0 Analysis and Optimization ...lenecks, identify the issues to be considered for setting expectations from Windows NT server and determine the need for an additional server. Identify the system bottlenecks and resource implications in different environments. C ontent Emphasis Skills-Based A udience This series is intended for IT professionals who will be responsible for supporting Windows NT Server 4.0 in  more...

Wndows NT Server 4 0 Enterprise Curriculum ...lenecks; identify the issues to be considered for setting expectations from Windows NT server and determine the need for an additional server; identify the system bottlenecks and resource implications in different environments; analyze network traffic; analyze and optimize the client initialization traffic and client-to-server traffic; analyze and optimize Windows NT 4.0 server-to-server  more...

Visual InterDev 6 0 Planning a Web Application ...scope of a Web application. Identify the Web maintenance expectations of customers in a given scenario. Identify the terms of the third-party maintenance agreements for a Web application. Identify the extensibility requirements of a Web application in a given scenario. Identify the guidelines for integrating a Visual InterDev solution with existing applications. Identify the availability  more...

Advanced Six Sigma The Define Phase of DMAIC ...he Six Sigma Champion within a Company. Setting project expectations regarding duration, time involved, and results to expect. Establish Kano model as a key tool for customer satisfaction. Specify and agree on the customer's Critical to Quality (CTQ) characteristics. Understand the 5 Why technique and how it helps in understanding customer needs. Establish Process Maps as a necessity  more...

Cross Cultural Business Comm Devel Cross Cultural Comm Skills ...entify the steps for overcoming conflict when actions and expectations do not match. Identify the difference between a translator and an interpreter. Follow the rules for communicating through an interpreter. Audience Managers, supervisors, employees, or anyone who communicates internationally for their organization, from their home office or while traveling, on a regular basis.  more...

Excellence in Service Fundamentals for Employees ...positively enables you to exceed your external customer's expectations. Learn To: Understand the importance of customer service, including how to develop loyal customers and maintain a positive attitude while serving. Understand how to serve external customers by fulfilling their basic needs, recognizing how they evaluate service, building rapport with them, and avoiding customer  more...

Excellence in Service Solving Customer Problems ...st methods for working with customers and exceeding their expectations. Deployment: e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: .2 CEUs Language Options: US English Total Learning Time: 2 hours Objectives: Unit 1: Communicating With Customers (0.5 hours) Identify key characteristics of Drivers. Identify key characteristics of  more...

Excellence in Service Working With Upset Customers ...st methods for working with customers and exceeding their expectations. Deployment: e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: .2 CEUs Language Options: US English Total Learning Time: 2 hours Objectives: Unit 1: Managing Customer Service Stress (0.5 hours) Identify the guidelines in the CALM acronym. Identify the activities  more...

Excellence in Service Communicating With Customers Virtually ...st methods for working with customers and exceeding their expectations. Deployment: e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: .2 CEUs Language Options: US English Total Learning Time: 2 hours Objectives: Unit 1: Providing Superior Telephone Service (0.5 hours) Identify subtle changes you can make when communicating with Drivers  more...

Excellence in Service Establishing Service Standards ...ervice Standards, you will learn how to identify customer expectations by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set, develop, and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally, you will learn how to monitor  more...

Call Center Mgt Measuring Quality Performance ...erformance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics, provides a process for calculating staff levels, and identifies the types of reports that call center managers use to evaluate a call center's performance. Additionally, the program provides  more...

Essentials of Management Succeeding as a New Manager ... Cover the four appropriate topics when discussing expectations with your employees. Respond correctly when you do not know the answer to an employee's question. Meet successfully with your employees on an individual basis. Follow five guidelines that will help you become more knowledgeable about your role as manager.  more...

Managing Performance Establishing a Peformance Plan ... 4 hours Objectives Unit 1: Developing Performance Expectations (1 - 1.5 hours) Identify common pitfalls of the performance management process. Identify the steps of the performance planning process. Identify elements on which performance expectations should be based. Recognize the steps in the  more...

Coaching Building Relationships ...s. Learn To Communicate expectations and feedback to employees by applying proper procedures. Evaluate an employee's personality type by following proper guidelines. Select the correct motivators by assessing the employee's personality profile. Build a trusting relationship with  more...

Coaching Applying the Coaching Process ...st opportunities to coach, and communicate your goals and expectations to your employees in a clear and effective manner. You will also learn how to differentiate between performance goals and long-term goals, implement an appropriate reward system, and monitor your employees' performance. Learn To Apply the COACH acronym when coaching an employee.  more...

Project Management Project Management Framework In Project Management - Project Management Framework, you will learn the importance of projects within an organization, why all projects should be tied to an organization's strategic plan, and the five major activities involved in managing a project. You will also learn the differences between projects and programs and how a project life cycle differs from a product life cycle. Finally, you will  more...

Advanced Project Mgmt Building Productive Stakeholder Relationships ...nsors and how to determine stakeholders a a needs and expectations. It covers how to create a formal communication plan, how to resolve conflict with stakeholders, and what steps are commonly used to control change. Finally, it teaches questions to ask stakeholders to learn their definition of quality and guidelines for discussing costs of quality with stakeholders. Learn To  more...

Virtual Team Mgmt Managing Virtual Team Relationships ... Fulfill virtual team members' expectations. Identify the five forms of technology that assist collaboration. Audience The target audience for this series is managers who are responsible for teams that include virtual members. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30  more...

Managerial Leadership Motivating Employees ... last six months, even though the line hasn't lived up to expectations, and you have recently promoted her to Engineering Team Leader. It is your responsibility to help Monica through the appropriate process of learning her new role in the organization. Unit 2: Establishing Employee Priorities (0.5 - 1 hour) Identify guidelines for helping employees align their  more...

Mentoring Developing Your Mentoring Skills ...ort amount of time at Icon, Kent has met and exceeded the expectations of his supervisors. He has an excellent work record and has excelled at a number of different tasks. Due to his exemplary work ethic and performance record, you have chosen Kent to lead a new quality assurance taskforce. As this is a very long-term project, it is important that you begin building a mentoring and trusting  more...

Advanced Six Sigma Your Role as a Green Belt ...her key Six Sigma roles. You will also learn what overall expectations your organization will have of you as a Green Belt, both as a Green Belt leading your own team or supporting a Black Belt project. Finally, you will learn what tools you will need to use when defining a Six Sigma project, gathering and evaluating data, and implementing the improvements you identify. Learn To:  more...