Online Expectations eLearning

Becoming a Manager Responsibilities and Fears 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  more...

Introduction to Internal Auditing 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.  more...

Recruiting Talent ...nsider the needs of the organization balanced against the expectations and needs of the potential employees who comprise the talent market. The talent market consists of a cross-section of potential employees that spans generations, cultures, languages, and even continents, each of which brings something different to the table and may expect or want something different in return. The course  more...

Communicating Across Cultures Communicating Across Cultures Communicating effectively across cultures can be very difficult. Not only must you pay attention to the cultural distinctions of your audience and adjust your style to them, but you also need to adjust your style to different forms of communication. This course offers guidelines and best practices for speaking and writing across cultures. The course also  more...

Processes for Managing Project Communications ...gressing well: Distribute Information, Manage Stakeholder Expectations, and Report Performance. These processes ensure all project stakeholders have the information they need at the right time and in the right format. This course emphasizes the importance of these Project Communications Management processes and guides the learner through the steps required to successfully implement each one.  more...

Pursuing Successful Lifelong Learning 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  more...

Code of Conduct Company Template ...f Conduct and any other related policies that define your expectations for their conduct as an employee of your company. This course is designed to serve as a customizable template for that purpose. Topics can be removed or modified to suit your company's requirements. Within the course template, each topic features a link to an external document containing a generic Code of Conduct policy  more...

Customer Service in the Field Customer Service in the Field How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing  more...

Internal Customer Service Internal Customer Service Do you know who your customers are? In a customer-focused company, everyone knows they are responsible for excellent external customer service, but who meets the needs of internal customers? Whether you realize it or not, when you do things to help other people within your company do their jobs better, you are providing internal customer service. Internal customer  more...

Shaping the Direction of Customer Service in Your Organization ... it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods  more...

Service Transition Processes and Principles Service Transition Processes and Principles ITIL ITIL v3 Foundation for Service Management ITIL® v3 Foundation Syllabus v4.2 Exam 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  more...

Identifying Your Customers Expectations ...Expectations Customers have 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  more...

Bridge the Expectations Gap ...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  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...

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...

Mentoring Effectively 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  more...

Achieving Success the Help of a Mentor 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  more...

Mentoring On-line 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,  more...

Moving Into a Management Role Simulation ...ers. You\'ll initially find that some of your coworkers\' expectations of you have changed. Some of your former colleagues will have trouble accepting your promotion, and you will need to respond appropriately to their negative reactions. This will involve confronting and overcoming their concerns and behaviors. You will also need to resolve conflict between team members. As a new manager, you  more...

Basics of Six Sigma Projects and Teams ...t charter that reflects a shared understanding of project expectations, scope, deliverables, and schedule. This course will examine the fundamental project management tools used in a successful Six Sigma project. The course introduces the essential elements of a project charter, explains how project scope and metrics are developed, and gives an insight into the tools used to plan and  more...

Customer-Focused Management ... enterprises to accurately identify the wants, needs, and expectations of their customers. This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer  more...

IT Project Management Essentials Testing Deliverables Closing IT Projects IT Project Management Essentials: Testing Deliverables & Closing IT Projects Because it's a significant point in an IT project, the closing phase has its own set of processes and activities. When a project manager carries out those activities and processes, he or she can demonstrate that the project goal has been met and provide the team with a sense of accomplishment. In addition, carrying  more...

The Time Value of Money Investment Decisions for Non-financial Professionals ... training, or technology, based on their future cash flow expectations. It is important for you to make sound financial decisions to allocate your organization's resources most effectively and ensure the best return possible on them. This course attempts to familiarize you with the concept of Time Value of Money and presents some effective methods to evaluate the desirability of decisions  more...

Identifying Managing Customer Expectations ...Expectations Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship  more...

Performance Appraisal Essentials Planning for Appraisals Performance Appraisal Essentials: Planning for Appraisals The key to successful performance appraisals is a clear understanding between manager and employee of what is expected. Chances are if there is no such understanding, the manager will assess performance on the basis of what he or she expects of the employee, and this may be very different from what the employee understood to be the  more...

First Time Manager Challenges ...expectations are often placed on first-time managers. Along with these expectations comes the pressure to succeed and the need to prove you belong in a management position. Establishing credibility early and building new working relationships can go a long way in helping a first-time manager succeed in adjusting to his or her new responsibilities. This course describes ways to establish  more...

First Time Manager Meeting Expectations ...Expectations One of the most exciting and challenging changes that comes with moving into a management role, is the need to take a more strategic view of the work you are doing. As a first-time manager, you have to develop a greater awareness of how your own work, and the work of those in your department, fits in with the organizational vision. You need to know what the organization  more...

Cisco Switch 1 0 Highly Available Networks ...valuate the uses, requirements, benefits, and performance expectations for high availability in a given enterprise network design as well as how to implement a high availability solution according to a given network design and requirements. An explanation of how to construct implementation and verification plans to implement a highly available network solution by monitoring the infrastructure  more...

Cisco TSHOOT 1 0 Troubleshooting FHRPs and Performance Issues ...t is important to establish realistic network performance expectations and to be able to determine if switches are not performing as expected. It is also important to identify and possibly resolve the cause of the observed difference between the expected performance and actual performance. This course reviews the operation of the common FHRPs and how to use Cisco IOS commands to diagnose and  more...

Preparing to Dismiss an Employee Preparing to Dismiss an Employee Dismissing an employee is never an easy task because it can be emotionally difficult. Also, dismissals can impact other employees and the company. If it's the right thing to do and you're well prepared, the dismissal can provide an opportunity for you to educate other employees, and improve employee morale and productivity. Being well prepared for dismissing  more...

Preventing Problem Performance Preventing Problem Performance Few workplaces are entirely free of performance issues. However, you can prevent many problems from developing, and keep small issues from growing into serious ones, by effectively planning, monitoring, and communicating for good performance. Nurturing a culture of performance that includes a strong performance management system is a proactive approach that can  more...

First Steps for Turning Around a Performance Problem ...ep the discussion focused on the real issues and required expectations. When you know how to implement corrective measures both at the situational level and the employee level, you can turn performance problems around and inspire workers to contribute to the best of their ability. This course identifies the benefits of dealing with minor performance problems and explains how to communicate with  more...

Customer-Focused Interaction ... providing excellent customer service. However, customers expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time  more...

Campus to Corporate Meeting New Expectations ...Expectations Campus life is now behind you, and you are taking the first steps along your career path. The better you can adjust to the new expectations, the smoother and easier these steps will be. This course gives you an understanding of corporate culture so you'll have a better grasp of the new expectations. It also outlines how to manage your time and responsibilities in this new  more...

Oracle Database 11g Configure Manage Use Services in RAC ...asks within a database with common functionality, quality expectations, and priority relative to other services. It provides a single-system image for managing competing applications running within a single instance and across multiple instances and databases. Using standard interfaces, such as the Database Configuration Assistant, Enterprise Manager, and SRVCTL, services can be configured,  more...

Overcoming Challenges When Managing Experts Overcoming Challenges When Managing Experts Getting the most out of your experts can sometimes be difficult. They might display characteristics that on the surface seem unmanageable. You have to carefully plan how you interact with such challenging experts if you want them to help you in a productive way. This course explores ways you can promote harmonious working relationships with your  more...

Key Aspects of the American Work Environment Key Aspects of the American Work Environment Relocating abroad to the United States can be a rewarding and exciting experience. However, going into an unfamiliar workplace environment can also raise a myriad of questions. Do I relate to my coworkers in a particular way now that I'm in a different culture? Do I manage my career in the same way as I would in my own country? Who do I turn to  more...

Making a Positive Impression in an Internal Interview Making a Positive Impression in an Internal Interview Interviewing for a new job can be stressful. You can easily get caught up in the anxiety of wondering what the interview questions will be, what answers you should give, and how to leave a positive impression. This can get even worse when the interview is for an opportunity in your current organization, as you try to answers questions  more...

Legal Research and Writing ...ct 35 points Part I Examination Part II Examination Class expectations for email participation: The expectation for student emails to the professor are that the messages will reflect a solid understanding of the materials. The message should contain an analysis of the issues involved in the posted discussion questions. In order to perform this analysis, the student will have read and reviewed  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...

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...

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...

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...

QPRT Suicide Risk Assessment and Training Demonstrate a greater return on investment, develop and maintain formal procedures for increased productivity and consistency, implement methodologies to improve first contact resolution, and manage customer perceptions. Learn to use industry trends to run your organization effectively. This online course is a practical alternative for busy customer support professionals. Managers must master the  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...

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...

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  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  more...

Build Your Own BIZ - 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...

Certificate in Professional Technical Communication ...ore organized, your articles more aware of the audience?s expectations, and your user guides more interesting in their use of examples. After an evaluation of submitted writing samples students will be awarded an Official Certificate in Professional Technical Communication from The University of Massachusetts at Amherst. No books are required for this course although there are ample links to  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...

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...

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...

Managing Quality Risk in a PRINCE2-aligned Project ...y management and risk management go hand in hand. Quality expectations are established at the start of a project. Any deviations from these quality expectations during product development will increase project risk. The goal is to ensure that the customer will approve the quality of the end product and at the same time minimize the risk of impact on the project budget and schedule. Good quality  more...

Inventory Management In today's economy, companies must be able to move large quantities of product quickly to locations across the globe. Overnight delivery methods have drastically altered customers' expectations regarding delivery times. Lead times of four to six weeks are no longer acceptable. In light of these changes, effective Inventory Management is no longer static- the emphasis is on movement, and quick  more...

Identifying What the Customer Wants Do you know what your customer wants? Traditionally, companies have assumed customer needs and expectations. Today, the more successful companies actively solicit customer input. The result? They create products the customer wants and needs. To compete successfully in today's market, you'll need to do the same.This course presents ways you can solicit your customer's voice, methods to prioritize  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...

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...

Visual InterDev 6 0 Planning a Web Application ...cope 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  more...

Advanced Six Sigma The Define Phase of DMAIC ...e 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  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...

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...

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  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...

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...

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...

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...

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...

Green Building Commercial Certification Program ...ply to Commercial Buildings. 2. Recognize how to raise expectations for the facility s performance. 3. Implement practices that improve the capital budgeting design and construction practices, thus promoting investments that make economic and environmental sense. 4. Implement these improved practices through 1) comprehensive pilot high performance building efforts and 2) incremental  more...

Leadership and Motivation ...ess. It requires an understanding of the needs, wants and expectations of that employee - in short, the psychological contract. This course offers a comprehensive introduction to leadership and the steps one must take to become an effective leader. In addition the learner will receive a solid grounding in leadership approaches, theories and motivation concepts. The course also discusses the  more...