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Learn Spanish Online Beginners Level ...and Objectives WebSpanish Beginners Level General Spanish has been carefully designed to provide high quality Spanish learning tuition, delivered in real time via the internet. Its objectives are: That students develop basic competence in oral and written comprehension and expression of the Spanish language. That students learn the Spanish language within the contemporary cultural context.  more...

Learn Spanish Online Upper Basic Level ...has been carefully designed to provide high quality Spanish learning tuition, delivered in real time via the internet. Its objectives are: That students develop upper basic competence in oral and written comprehension and expression of the Spanish language. That students learn the Spanish language within the contemporary cultural context. That students master both regular and irregular verbs more...

Learn Spanish Online Intermediate Level ... Objectives WebSpanish Intermediate Level General Spanish has been carefully designed to provide high quality Spanish learning tuition, delivered in real time via the internet. Its objectives are: That students develop intermediate competence in oral and written comprehension and expression of the Spanish language. That students learn the Spanish language within the contemporary cultural more...

Learn Spanish Online Upper Intermediate Level ...tives WebSpanish Upper Intermediate Level General Spanish has been carefully designed to provide high quality Spanish learning tuition, delivered in real time via the internet. Its objectives are: That students develop upper intermediate competence in oral and written comprehension and expression of the Spanish language. That students learn the Spanish language within the contemporary more...

Learn Spanish Online Advanced Level ... and Objectives WebSpanish Advanced Level General Spanish has been carefully designed to provide high quality Spanish learning tuition, delivered in real time via the internet. Its objectives are: That students develop an advanced level of competence in oral and written comprehension and expression of the Spanish language. That students learn the Spanish language within the contemporary more...

Providing Effective Feedback Course description -- Many people have good intentions to provide helpful feedback, but dona t know the simple rules and techniques for doing it. This course includes tools to develop helpful feedback and use it to motivate employees. It has techniques and methods to foster a nurturing environment, convey your improvement ideas, check for understanding, and help others learn from their mistakes. more...

The Trump Way to Wealth ...or even a billionaire. In the history of the world, there has never been a better time to create wealth than right here, right now. The Trump Way to Wealth will give you the coaching, training, skills and tactics you need to build wealth every single day.Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this more...

Creating an Effective Sales Team ...st important element of a sales forcea s success, and it has some unique challenges. In this course, a sales force leader will learn how to get a sales team organized, motivated, and focused on results. There are suggestions and tools for creating a cohesive team, developing a high level of commitment to goals, and coaching sales professionals for improved performance. IMPORTANT NOTE: INTERNET more...

Internet Basics ...has been an integral part of many peoplea s lives for several years, there are many who are just now taking advantage of its many resources. This course is for those who have little or no previous exposure to the Internet. It includes the most common Internet terms, basic navigation information, an overview of the resources available online, and important security information. IMPORTANT NOTE: more...

Mastering Cold Calls Course description -- There are some specific strategies that can help a sales person become more confident and competent in making cold calls, and this course has them. It describes both the technical and the psychological techniques and methods to help you overcome your apprehension and conduct a call that gets results. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can`t use Netscape 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...

Qualifying Sales Prospects Course description -- Everyone must manage the time and energy they have to get the most results for their efforts. For sales professionals, part of this efficiency comes from qualifying sales prospects. This course has tools, techniques and methods for making sure that you are following sound principles as you qualify prospects and determine where to invest your time for the best potential more...

Building Self Confidence For Women Learn to free yourself from doubt and enjoy all life has to offer. more...

Office XP 2002 Introduction This course introduces students to the basic features of Microsoft Office XP. It covers the major new features that apply to all of the applications. This includes Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Microsoft Access, Microsoft FrontPage, and Microsoft Outlook. Students will learn the intoductory features that each of these applications has to offer. more...

Balancing Work and Family Course description -- Although most people must work in order to live, it is family that makes life worth living, and ita s important to be able to balance the requirements of these two major efforts in order to satisfy our personal needs. This course has tools and techniques for identifying basic values and assuring that efforts and time are spent in ways that bring the most reward and more...

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

Dealing With Violence In The Workplace ... and the workplace are becoming more violent. This course has tools and methods to help the manager or supervisor recognize potentially violent situations before they need attention, and then to take positive action to avoid or eliminate the potential problem. There is a wide array of techniques to help leaders use communication, conflict intervention, and interpersonal skills to diffuse more...

How To Master Staying Positive ...d even chaos. Maintaining a positive attitude and outlook has never been toughera or more important. The How to Master Staying Positive bundle is first aid for the stressed and stretched. Its courses provide guidance on managing stress, dealing with burnout and anger, time managementa and, to keep you focused on opportunity and growth, applying emotional intelligence in the workplace. more...

Setting Performance Goals and Expectations ...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 also includes documentation guidelines and techniques to help you get results through effective feedback more...

Understanding and Using Contracts Course description -- In almost every business transaction a contract is made. This course will tell you how to know when a true contract has been made, identify when it is binding, and determine the limitations and scope of the agreements. It will also give you information and guidelines on how and when to sever the contract, how to modify it, and how to circumvent potential problems. IMPORTANT more...

DOT Hazardous Materials Transportation This course covers the fundamentals of shipping hazardous materials. Our 10 step approach encompasses all of the activities which must be addressed when preparing a hazardous material for shipment. This course has been updated to include recent changes to the regulations, including HM-215D.Note that we have set a 90 day access period to the course with further extensions up to 6 months if needed. more...

Laboratory Audit Essentials ...ory audit. A laboratory audit ensures that the laboratory has quality systems in place, follows good laboratory practices, and generates data of integrity and quality. This course can be completed as quickly as you care to, depending on how much time you can devote to it. Note that we have set a 90 day period with further extensions up to 6 months if needed. It is always a best practice to take more...

Shipping Infectious Substances IATA and DOT ... fundamentals of shipping hazardous materials, with an emphasis on infectious substances. Our 7 step approach encompasses all of the activities which must be addressed when preparing a hazardous material for shipment. This course has been updated to include recent changes to the regulations, including HM-215D. The course meets the requirements for training as specified in 49 CFR 172 Subpart H, more...

Master Search Engine Optimization Competencies for Web Developer MSEOC This certification has been designed for individuals who have previously enrolled in any web-based search engine training courses or seek Certification based on your search engine training and experience alone. more...

21st Century Professional Networking The value of professional networking in the 21st Century has grown in value, methods and applications. more...

Advanced Business Spanish This course has been specially designed for students with a good command of the Spanish language who desire to apply their knowledge of the language to the business world. more...

Personal Financial Planning Course description -- Without wise financial planning, the future may not be what most of us hope for, and even the present may be less that comfortable. This course contains the essential principles of planning for both short- and long-term needs and has many tools and references to provide guidance for planning and using personal financial resources. It gives tips and worksheets for setting more...

Time Management Course description -- This course addresses the nuts and bolts of time managementa tools for setting goals, keeping logs, and planning your time. It includes methods for identifying low pay-off activities and time-wasters, along with suggestions for getting rid of them. It provides tips for organizing your materials and your surroundings for more efficiency, and has other practical suggestions more...

Administering Linux Administering Linux will teach the student how to configure and administer Linux once it has been installed on your system. more...

Travel Careers Training Programs We offer a five course program that is designed to get you working in the travel industry within 6 months. This proven program has worked for thousands of people for the past 12 years. Take a look at our outline.....and let the learning begin! more...

INDIVIDUAL Training for WordPerfect 8 for Windows This course presents the basic concepts for WordPerfect 8. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

Business In Sight Series: Account Ability ...iceWaterhouseCoopers this unique and award winning course has received the Xebec approach to meet new accounting standards with a new graphical look and feel. Set in the context of a detective thriller featuring private eye Philip Maclow, the drama helps students get to grips with a seven step approach to interpreting financial statements including concepts such as profitability, growth and more...

Italian Expressions Expressions is a series of language learning titles on CD-Rom. This title in the series teaches Italian. The series is designed for self-access use in education and training and for individual self-tuition. Expressions can help to prepare users for public examinations, professional certification or the practical requirements of professional or leisure travel. Its content has been designed in line more...

Training and Facilitation: Mentoring Skills MAXIM TRAINING Mentoring is becoming increasingly popular in the workplace. What was once chiefly an informal process applied arbitrarily, has now been formalised by many organisations as a vital part of their staff development programmes. The overall aim of the course is to explain how to ensure mentoring is effectively implemented in an organisation. more...

Training and Facilitation: Decision Making MAXIM TRAINING Improving the effectiveness of decision making has many benefits for individuals and the organisation. This course demonstrates an effective decision making process which will help you improve your performance. The overall objective is to help you increase the effectiveness of decisions you make at work. When you've completed the course you will be able to: more...

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

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

Managing People : Practical Coaching Situations If you're a manager, .... or a specialist .... or just good at your job, the chances are that at some time, you'll be called on to give your colleagues a helping hand, to pass on your skills .... to become a coach. This course will show you how to improve the results of the people you work with through effective coaching. In this course you'll investigate how you can use coaching in a variety of more...

Managing Yourself : Strengthening your Position as Leader The last few decades have seen a revolution in the way businesses operate. It's no longer enough for today's manager to simply understand how to organise, plan and control resources. Companies now recognise that their people are their most precious asset. And as their staff has become more aware of their rights as individuals, managers have had to respond. Today's manager needs leadership skills. more...

Organisational Communication : Harassment ... disability. Harassment can occur anywhere at work and it has a negative effect on everyone who works in an environment where it is tolerated. Even if you're not part of the problem, everyone needs to be aware of the potential for harassment in the workplace. Even if you know it's happening and you do nothing about it, you are still part of the problem. In this course you can examine what more...

Organisational Communication : Discrimination In our everyday lives, there are people facing discrimination and prejudice merely because they are different in some way from the majority. These differences may be the colour of someone's skin, ethnic origin, their sexual orientation, their gender, their religion or they may have some kind of disability. Equal Opportunities is about getting rid of inequality and unfairness so that everyone has more...

Organisational Communication :Setting Safety Standards ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, the law defines your responsibility. This course will highlight the more...

Organisational Communication : Dealing with Authorities ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether its simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, your responsibility is defined by law. This course will help you use more...

Organisational Communication : Improving Safety ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, your responsibility is defined by law. This course will enable you to more...

INDIVIDUAL Training for Lotus 1-2-3 Millennium This course presents the basic concepts for Lotus 1-2-3: Millennium Edition. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

INDIVIDUAL Training for Word Pro Millennium This course presents the basic concepts for Word Pro - Millennium Edition. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

INDIVIDUAL Training for Freelance Graphics Millennium This course presents the basic concepts for Lotus Freelance: Millennium Edition. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

INDIVIDUAL Training for Approach Millennium This course presents the basic concepts for Lotus Approach: Millennium Edition. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

INDIVIDUAL Training for Organizer Millennium This course presents the basic concepts for Lotus Organizer: Millennium Edition. This course also has an optional Skill Assessment mastery test that measures the participant's skill level. more...

Keeping Safe at Work ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, the law defines your responsibility. This course will equip you to use more...

Safety in Industry ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, the law defines your responsibility. This course looks at health risks more...

Dealing with Emergancies ...has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, the law defines your responsibility. This course will introduce you to more...

Babcock and Wilcox Case Study: Operations Overview ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 1: Understanding the Business ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 2: Planning and Control ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 3: Inventory ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 4: Quality ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 5: Process ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Royce Hotel Case Study 6: Bringing it Together ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Apply the Theory: The Ford Motor Company Case Study ...has never been more sophisticated, nor more demanding. The pressure to improve quality; the need to manage materials and people more cost effectively; the drive to manage capacity more flexibly; and develop control systems which highlight problems while there's still time to do something about them, conspire to make the role of Operations Manager one of the most challenging of all of the more...

Effective Email Series: Send the Right Message ... of communication is increasing beyond belief, and e-mail has revolutionised the way we operate. We have the power at our fingertips to communicate instantly - to hundreds of people - wherever they maybe. But writing quickly doesn?t mean the same as communicating effectively. A hasty e-mail can annoy, confuse or fail to impress. Anyone can click the buttons, but making e-mail "click" requires more...

Employee Performance: Resolving Conflict Learn the strategies and tactics necessary for effective conflict resolution in Employee Performance: Resolving Conflict. You will be given the opportunity to create a more productive work environment by addressing conflict between another manager and yourself, between employees, and among team members. more...

Project Management: Scope In Project Management: Scope, project managers learn about the importance of project scope in managing the project management process. They learn how to develop a project charter and write the scope statement for a project. In addition, they learn how to develop, organize, and use a work breakdown structure (WBS). more...

Excellence in Service: Working with Upset Customers In Excellence in Service: Working with Upset Customers, you will learn how to successfully serve upset customers, calm upset customers, and deal with abusive customers. In addition, you will learn how to control your own emotions and reduce your level of stress. more...

Excellence in Service: Communicating with Your Customers In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively more...

Internet Basics ...e transformation and evolution of the information age. It has emerged as a powerful tool for communication and information sharing, that is making a major impact on people all over the globe. In other words, the Internet is an information super-highway that has compressed the world into a cyber colony. This, in turn, has revolutionized the way people interact with each other from a distance, as more...

ActiveX Components The ActiveX Components course provides a brief history of the evolution of ActiveX and discusses the various methods of creating an ActiveX control. The different steps involved deploying ActiveX controls have also been described. The course also covers the creation of Active Server Pages (ASP). This curriculum has been designed for application developers and authors who plan, design and implement more...

ActiveX Code Components The ActiveX Code Components course covers the creation of ActiveX code components. It introduces the audience to the concepts of ActiveX EXE and ActiveX DLL and goes on to discuss the various methods to create them. The course also explains the development of the code for ActiveX code components and its usage. This curriculum has been designed for application developers and authors who plan, more...

Components Used to Build Networks This WestNet e-Learning module introduces internetworking devices, such as repeaters, hubs, switches, bridges, routers, and gateways as the connectors between the individual segments of a broadcast network that has been broken down into separate segments. more...

From Executive-level Sale to Strategic Partnership Selling at an executive level doesn't stop when the contract is signed. To develop the business and prevent attack from the competition, major accounts need nurturing. This course illustrates how knowledge of various corporate cultures will give you a customer compatible approach that safeguards and maximizes your account revenue. Salespeople who sell at an executive level and obtain and maintain more...

Preparing for the Executive-level Sale Simulation ...on, a national direct mail service provider. Your company has recently made a large investment toward the goal of becoming a "one-stop" shop with its new Fulfillment Division. You are charged with selling the new fulfillment service to your existing client base, as well as prospecting for new accounts. As you begin preparing to sell the new service, you discover that one of your clients, more...

Progressing through the Complex Sale Simulation ... DME Corporation, a national direct marketing firm, which has recently opened its Fulfillment Services Division. You are charged with selling this service and have identified a potential prospect. In this simulation, the second of three in this series, you have gained access to the buying influences at MicroGalaxy, an electronic component supply company, which is evaluating the possibility of more...

Strategic Account Sales Skills Simulation ... store. Unfortunately, you discover that Bigler's manager has serious reservations about remodeling and expanding. To overcome his objections and gain access to the decision maker, you will need to use effective strategies for dealing with a gatekeeper and emphasize the business fit between your company and the store. This simulation is based on the SkillSoft series "Strategic Account Sales more...

The Automotive Industry Overview Version 2 ... considered a barometer of a mature economy. The industry has been going through some dramatic changes in the last few years, and major manufacturers, including the Big Three (General Motors, Ford, and DaimlerChrysler) and their suppliers, are reorganizing to be competitive in the global marketplace. In the unrelenting push for lower costs, operational efficiency, and innovation, automotive more...

The Oil and Gas Industry Overview Version 2 ...Has there ever been a more flourishing time in the history of the oil and gas industry? The continued growth in demand and an industry struggling to meet this voracious demand have pushed oil prices to an all-time high. Big oil companies, even while investing heavily in exploration, technology, operational improvement, and research and development, are still left with huge surpluses in an more...

The Manufacturing Industry Overview Version 2 ...has only two functions - marketing and innovation. Companies in the manufacturing industry seem to be taking this lesson from the legendary management guru, Peter F. Drucker, very seriously now. The manufacturing industry - the powerhouse driving many economies - has been reeling under the most challenging time in its history. Manufacturers are striving to be more innovative, compete globally, more...

The Retail Industry Overview Version 2 ...l gas stations, and department stores. Over the years, it has gone through various sales-channel shifts, from catalog sales to online selling. Yet, throughout these changes, the brick-and-mortar stores have remained strong. In today's retail environment, consumers want the best of all worlds, where quality, convenience, and low cost meet.This course provides a high-level overview of the more...

The Telecommunications Industry Overview Version 2 ...rs. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, enhanced service offerings, and/or costly more...

The Insurance Industry Overview Version 2 ...has its share of risks and opportunities. While providing risk coverage to individuals and businesses, insurers are striving hard to manage their own risks in the wake of natural and human-made disasters, financial setbacks, and governance scandals. As margins are squeezed in the face of low underwriting profitability and the cushion of investment returns begins to shrink, insurance companies more...

Field Sales Skills Simulation ...s simulation, you are working in the field, and your boss has entrusted you to make two sales calls for her. Your first call is to Rick's Pharmacy and your second call is to a supplier of vitamins and minerals called Supplement Alley. This simulation is based on the SkillSoft Series "Field Sales Skills" and has links to the following courses: SALE0101, SALE0102, SALE0103, and SALE0104. Field more...

Inside Sales Skills Simulation ...orporate wellness offering. In this simulation, your boss has asked you to contact a potential new customer. This new lead, a network television station known as TV-22, is a perfect candidate for Muscle-Bound's corporate wellness program, and your job is to convince them of such by utilizing the inside sales approach. This simulation is based on the SkillSoft Series, "Inside Sales Skills" and more...

Telecommunications Industry Overview Version 1 ...rs. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies pose significant threats to carriers relying upon aging infrastructures and out-dated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, convergence, and/or costly technological more...

The Contact Center and Technical Support Agent ...omer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as businesses realize the importance of CRM strategies to their survival. The first lesson examines the characteristics more...

Assessing Customer Behavior ...paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a more...

The Inbound Call Center ...that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify more...

Excellence in Internal Customer Service ...ive business climate, offering excellent customer service has never been so important. But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service. If more...

Internal Customer Service Conflict and Complaints Simulation ...rnal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice handling customer service complaints within the relative safety of a learning environment. Over the course of the simulation, participants will apply their conflict-handling skills to overcome a host of obstacles and provide excellent internal customer service. Special emphasis will be more...

Leading A Customer-Focused Team ...lains 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 demonstrating how you can manage and support the team's performance. In the second lesson you'll learn how to measure the elements of more...

Measuring Customer Satisfaction Simulation ...erson adventure games of the last decade. But competition has grown increasingly fierce in the industry, and Stratoscape is starting to feel the bite of an up-and-coming company, Tempest's Core. It's game time for Stratoscape, and they've begun an intensive marketing outreach, reevaluating their customer base from every angle. Stratoscape sells primarily to end-users, but they do have more...

The Client-Consultant Relationship Getting to know your clients and their needs are the vital first steps to establishing productive working relationships. Understanding more about their organizations and what they expect from you will be essential if you are to provide a high-quality service that will excite them. You will also need to know how to recognize all the stakeholders and the real decision makers within an organization, more...

Essentials of External Consulting You may already have a reputation as something of an area specialist or problem solver. You may have a number of years of general management experience, or you may have recently acquired a management qualification. Perhaps you've now been asked to deploy your knowledge in an external consulting role. What do external consultants really do? Although they may work in a variety of disciplines, more...

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: more...

Evaluating Internal Assignments ...iew your project and confirm outcomes on completion. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an internal consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This course will help you to review internal consulting projects, more...

Essentials of Internal Consulting You may already have a reputation as something of an area specialist. Perhaps you've now been asked to deploy your knowledge in an internal consulting role. Or maybe you've always been attracted to this role and you would now like to find out more? What will it mean for you? What does an internal consultant do? How do you become one? And if you have just become one, what is expected of you? This more...

Consulting with the External Client Simulation Modern corporations employ consultants for their experience, knowledge, and skills. The primary responsibility of these consultants is to facilitate decision making for senior management. To do this, external consultants gather information using proven techniques, analyze current business situations with specific diagnostic methods, and make recommendations based on those processes. In this more...

Evaluation and Review ...iew your completed project and confirm the outcomes. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an external consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This course will help you review any consulting project, bring about more...

Managing Delivery Delivering to clients is the most important thing you do as an external consultant. Everything else--the selling and the fighting to win the contract--stands for nothing if you fail to deliver outstanding results time and time again. To keep your reputation intact, delivering to time, quality, and budget is the very least that you must achieve. To ensure that clients remain enthusiastic about what more...

Diagnosing and Planning Your success as a consultant depends on your ability to diagnose each situation correctly. You need to use your previous experience, and bring fresh ideas to every new contract. Frameworks and models help you to make an effective diagnosis. They help you to evaluate the strategic position of the client organization, which is vital. To deliver solutions that are relevant and appropriate to the more...

A Workable Solution for Internal Clients One of the many challenges of working as an internal consultant is that of "making things happen." But making decisions isn't always easy. There are so many options and you may encounter resistance to changes you propose during internal consulting assignments. How should you deal with this? And how can you be so sure that working practices won't simply revert back once you're "off the scene?" You more...

Establishing a Relationship with Internal Clients Even if your clients are internal to your organization, you still need to spend time getting to know them, and understanding what it is they require from you. When you are dealing with internal clients, there may be a temptation to think you know everything about them, and about the project. This course will stop you from making that mistake. It will enable you to understand your clients' needs more...

Call Center Telephone Sales How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time more...

Internal Consulting Skills What skills do you need to be a successful internal consultant? What skills do you have already, and which should you develop further? This course gives you the opportunity to review your existing abilities and ways of improving your current performance. Internal consulting is not only about your specialist or technical knowledge. It's about your ability to communicate. If you fail to get your more...

The Customer Support Specialist CSS It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' more...

Budgeting and Controlling Costs A small change in schedule, resources, or scope can result in a major change in cost. The processes associated with Project Cost Management help Project Managers measure project performance and monitor cost variances. This course will highlight the importance of Project Cost Management to project performance. It will cover the inputs, tools and techniques, and outputs for the Cost Budgeting and more...

Estimating Activity Costs Most project managers are familiar with 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 more...

Project Communications Management Simulation For the duration of this simulation, you will assume the role of project manager for Coventry Media Design, a national manufacturer and installer of custom media systems for corporate applications. As lead PM, you will manage various aspects of a new project installation for Pressman University from inception to status assessment. The simulation is based on the SkillSoft series "Project more...

Project Lifecycles and Stakeholders ...has a beginning and an end, but what happens in between is less predictable. The project life cycle will most likely involve uncertainties, and it's how these uncertainties are handled that determines the outcomes of the project. The more familiar one is with project phases and stakeholders, the more easily one can keep the project on track and on b