From Serebra Learning Corporation
Royce Hotel Case Study 1: Understanding the Business 


...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 corporate functions. The first stage in getting to grips with how an operation works is to understand the business you're dealing with. In this course you can take a hands-on
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Launching Successful On-site and Virtual Teams 
...aunched. Quickly moving an on-site or a virtual team into high-performance mode takes planning, strategizing, and a seamless launch. In this course, you'll learn techniques for setting up a successful team that can be applied to an on-site or a virtual environment. First, you'll learn strategies for selecting high-performing team members. Next, you will gain the knowledge and skills for setting
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Facilitating On-site and Virtual Teams 
Knowing how to facilitate maturing on-site and virtual teams is critical, because it is at this time that teams typically reach peak performance. Mature teams begin to perform independently, and it's important that the leader's role changes to that of a facilitator. This course will cover the facilitation of on-site and virtual teams as teams mature. It will introduce the development stages of
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Progressing through the Complex Sale 
...High-value purchases impact across the whole organization. So it's not surprising that these buying decisions are made by those at the top. But getting to these decision-makers isn't easy, which is why selling at an executive level is a more complex operation that requires all the resources of the highly skilled salesperson. This course is directed at supplying those resources. Salespeople who
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Preparing for the Executive-level Sale Simulation 
...rce their fulfillment function. Because they place such a high emphasis on customer service and fast turnaround times, they want to keep hands-on control of the operation. They are being very cautious as they look for a solution. Using the three roles of the salesperson (ambassador, consultant, and
Those sales people wanting to move up into executive sales roles, and any sales managers with
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Conducting Effective Sales Research Meetings 
Researching your target accounts is important for understanding your customer's business. But only by conducting research meetings will you learn the "inside" information you need to truly understand the business fit between your company and your customer. In this course, you'll learn about bringing your research and communication skills together in strategic account sales (
SAS) research meetings.
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Delivering High-Impact Sales Presentations 
The most important meeting you'll have with your client is when you show the decision makers that you have the right business fit for their needs. You've done a lot of hard work, so when the curtain goes up on your sales presentation, you want an award-winning performance. In this course, you'll learn about the third major component of the strategic account sales (
SAS) approach--presentation.
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Delivering High-impact Territorial Account Sales TAS Presentations 
In this course, you'll learn about the third major component of the territorial account sales approach--presentation. Your presentation is the most important meeting you'll have with your client. This is when you show the decision makers that you have the right product and business fit for their needs. You've done a lot of hard work, so when you make your sales presentation, you want it to
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The Oil and Gas Industry Overview Version 2 
...is 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 industry so far known only as a modest return.In reality, there has never been a more challenging time for the oil and gas industry. While oil companies face
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The Pharmaceutical Industry Overview Version 2 
...issues. In order for companies to remain competitive in a highly regulated and rapidly changing pharmaceutical industry, they must constantly improve the way products are developed, produced and marketed, and the way the supply chain is managed.This course provides a high-level overview of the pharmaceutical industry environment, including its key players, business model, structure, and
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The Food and Beverage Industry Overview Version 2 
...ply chain and infrastructure needs.This course provides a high-level overview of the food and beverage industry environment, including its relevant business and regulatory issues, key players, trends, and infrastructure. The course explores the i
Consulting Houses, corporations, and small-to-medium-sized enterprises that sell products or services to other sectors and industries, companies
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The Health Care Industry Overview Version 2 
...fective care to its patients. In addition, operating in a highly regulated environment, industry players need to constantly adjust their systems and processes for compliance. As a result, they are fine-tuning their business strategies and turning to information technology to eliminate inefficiencies in the value chain, to address issues of access, to improve quality, and to reduce cost.This
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The Retail Industry Overview Version 2 
...ty, convenience, and low cost meet.This course provides a high-level overview of the expanding retail industry, including its value chain, business models, and trends. The course also examines the business and regulatory issues and challenges facing the industry, and some of the successful solutions that leading retail companies are applying. Consulting houses, corporations, and
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Inbound Call Centers People Management 
... personnel policies. Have you ever wondered how to attain high agent performance and low employee turnover? This course will show you how. You'll learn about calculating agent requirements, building workforce schedules, and conquering employee absenteeism. Finally, this course will present procedures that are necessary to keep a call center running smoothly. This course will equip you with the
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Using Surveys to Measure Customer Satisfaction 
If you're lucky, your customers will complain when they are dissatisfied with your company's service. If you're not so lucky, they'll say nothing and just take their business elsewhere. It's essential that you keep your fingers on the pulse of customer opinion if you are to prevent them defecting to the competition. You need to measure customer satisfaction on a regular basis, and this course will
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Developing Customer Satisfaction Surveys 
By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a
GIGO (
Garbage In/
Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art. In this course, you'll learn to use the principles of survey design
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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,
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Call Center Communication Skills 
...ly true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, questioning skills, and telephone skills. These skills are essential to help you to communicate effectively
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Customer Support Specialist Simulation 
...orld's leading communication companies. Digital cable TV, high-speed
Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry, difficult, and demanding phone customers before stress gets the best of you.
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Management Tools and Metrics 
...mer
Support Specialist (
CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is expected to use when dealing with individual customers and participating in the overall operation of the
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The Support Center Service 
This course is intended to instruct the learner in the
Help Desk Institute's (
HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer
Support Specialist (
CSS) certification
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Introduction to IT Project Management 
Do you want to increase your effectiveness as a leader in project management? Are you unsure of the key skills needed for managing an information technology (IT) project? As you proceed through this "
Introduction to IT Project
Management" course in the "
Project Management for IT Professionals" series, you will gain valuable insight into project management with a special focus on managing IT
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Functions of IT Project Management 
William
Shakespeare wrote, "Be not afraid of greatness; some are born great; some achieve greatness, others have greatness thrust upon them."
Good information technology (IT) project managers are trained, not born. As an IT project manager, you can achieve greatness by improving and developing your own skills through continued education and experience. Your management skills will become better
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The Life Cycle of an IT Project 
Did you know that your information technology (IT) project becomes more vulnerable as it goes through the various stages of development? That's because during each stage of development the project becomes more complex, increasing the chances of something going wrong. Incorporating a structured framework for developing IT projects, also known as a life cycle, enables your corporation to implement
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Managing the Execution and Control of IT Projects 
Did you know that the average IT project has cost overruns of nearly 200 percent, and that almost 30 percent of all IT projects fail? Why do you think IT projects are so vulnerable to cost overruns and failure? How can you ensure that your project does not end up as one of these statistics? You can avoid being a statistic by managing project scope, cost, and scheduling. As you go through this
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Managing Efficiencies of IT Projects 
Are you delivering quality application systems? Do you know how you can ensure that your projects deliver value to your organization? The key to delivering value is "process."
Organizations are becoming more aware of the importance of following the same process for each project. In this course, you will learn how to converge methodologies with other project management techniques and process
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Project IT Management Simulation - The Early Stages 
American
Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and continues to increase its customer base. To further simplify the buying process,
American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for online
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Project IT Management Simulation - Design to Rollout 
American
Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and enjoys a continuous increase in its customer base. To further simplify the buying process,
American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for
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Advanced Project Leadership Organization Strategy and Business Needs 
...ds teaches project managers how to be successful managing high profile projects in large corporations by learning how to navigate different organization types, and what role project management plays in the different organization types. You will acquire the skills necessary to determine company strategy and the process to use that knowledge to determine whether or not the project supports
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Presenting Your Ideas Plan for High Impact 
...High
Impact, is the third of four courses in this curriculum. After the completion of this course you will be able to list the qualities of a successful presentation, identify the elements of presentation planning, identify strategies for organizing a powerful presentation and distinguish well-designed visual aids from poorly-designed ones. The
PrimeCommunication curriculum offers a useful
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E-mail as a Marketing Tool 
How can you find new customers? How can you build stronger relationships with new and existing customers? How can you boost sales of your company's products and services? This course will provide you with useful strategies to help you incorporate electronic mail into your marketing approach. Learn how to communicate effectively with your customers through e-mail. You and your company will benefit
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Emotional Intelligence at Work 
...omeone a top performer in the world of work? If you think high IQ, advanced degrees, analytical skills, and technical expertise are the answer, it's time to think again. Experts now agree that
Emotional Intelligence often determines who will climb the corporate ladder and who will be passed over. Exciting new research shows that, unlike IQ, Emotional Intelligence can be developed and increased
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Increasing Your Emotional Intelligence 
In today's workplace, you need to have both the intellectual skills to do the job and the emotional intelligence to interact effectively with co-workers. The successful leaders and managers around you outshine others because of their stellar people skills. Most people believe that emotions are automatic responses that they have no control over. Few realize that their emotions are determined by
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The Impact of Culture on Communication 
Everything you say is influenced by culture. You operate with a set of invisible beliefs, values, and assumptions that become apparent to other people in the way you behave. Culture is important to the way you communicate, even though it is often hidden. Understanding more about culture can be a real bonus when working as part of any global organization. Showing your customers and coworkers in
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Cross-cultural Communications Simulation 
You're the newly hired general manager of the
Springfield Strikers, a women's professional soccer team. The team had a mediocre record over the past season and did not draw as many fans as the more successful teams in the league. Now it's the off-season, and your job is to make changes to improve the team's on-field performance without going over budget. First, you'll meet with
Maria Adalberto,
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The Process of Interpersonal Communications 
..., and ineffective communication is often at the core of a high proportion of the errors, misunderstandings, and conflicts that occur in the workplace. This course is designed to give you an understanding of the prime causes of poor communication, and, more importantly, the skills required to minimize their impact. Those within the organization whose roles require them to achieve results by
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Managing Anger in the Workplace Simulation 
...ctive activities. Your role: As a
Product Manager for the high-tech company
SafeCom, deadlines on your current campaign are fast approaching. A rocky relationship with your coworker with whom you share responsibility for the campaign and an overworked boss with little time to mediate are both potential catalysts for an increase in your levels of anger and stress. Through it all, you must find a
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Understanding Technical Professionals 
As a manager, have you felt that technical professionals are sometimes difficult to understand? Do you find that the usual management models are not as effective as they could be? This course explains the ways in which these employees differ from other workers and how you can apply more appropriate and effective management techniques. You will also learn how business has responded with new
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Models for Managing Technical Professionals 
...high value on autonomy, managing their time and resources can be a difficult task. But, since it's your job to supervise this often-frustrating yet extremely valuable group of employees, you need to figure out the best way to do it. And this "best way" may vary from company to company and from individual to individual. In this course you'll learn a variety of ways to motivate, manage, and lead
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Mentoring Strategies in the 21st Century 
Current business trends--including acquisitions and reorganizations, emerging technology needs, and a changing work force--are all creating unique mentoring needs. This course addresses how mentoring strategies can benefit your organization in the current business climate. It explores the ways that mentoring can capitalize on gender, age, and cultural issues. Finally, it provides instruction on
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Implementing a Succession Plan Simulation 
...t, so in order remain profitable, the company relies on a highly skilled research and production staff to collate data, analyze markets, and write reports with extremely short turn-around times. More often than not, these studies are pre-marketed, so late deliveries or aborted projects can be quite costly. URG has experienced dramatic growth over the past three years. Through aggressive hiring,
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Team Leadership Developing A High-Performance Team 
...High-Performance
Team gives the student an overview of the uses of teams in the corporate world and explains the creation and leadership of effective teams. The program covers how to choose the right type of team, steps for developing a team communication process, the team leader's responsibilities, and guidelines to help the team leader maintain a high-performance team. Managers and team
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Managing in a Global Business Environment 
Companies now face intense competition all around the globe. In this challenging environment companies seek to adopt strategies that sustain their business growth. As a result organizations are changing the way they conduct and operate their businesses, transforming themselves in order to cope with these demanding circumstances. For today's business managers the need to comprehend these strategic
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Managing Cross-Functions 
Today, managers need to address the complex problems and challenges of the current global business environment. Managers must now rely upon other divisions, departments, or functions in order to allocate resources, prioritize their staff time, and cooperate with each other. This requires that managers develop a degree of systems thinking where managers operate in a large interconnected system of
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Managing For High Performance 
...what organizations need to do to ensure that they attract high performers, how they allow this talent to thrive, and, most importantly, how to avoid losing the talent to the competition. In addition, managers need to be able to evaluate an individual's performance and provide clearly defined outcome-based performance standards that create a benchmark for success. This requires managers to learn
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Managing Managers 
Senior managers provide a vital connection between organizational leadership and frontline management. They oversee the development of the organization's goals and its achievement. In addition, they must also manage relationships, both across the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that
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Managing Upward Relationships 
Managing upward relationships is the art of consciously improving collaboration with superiors so that subordinate managers can reap the best personal and organizational results. Managers share the responsibility for managing the relationship with the top management and
Board of
Directors of the company. Taking advantage of that responsibility will strengthen motivation, productivity, and overall
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Coach with Confidence Simulation 
...our extra effort, the products you are involved in have a high success rate, both with marketers and in the market, and you are often assigned a lead role on interdisciplinary R&D projects. Seizing on your unique ability to blend science, understanding of consumer desires, and overall people skills, the marketing director,
Michael, asks you to be a member of a new, interdisciplinary team to
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Strategic Approaches to Labor Relations HRCI SPHR 
HR professionals develop organizational strategies to secure and develop a company's successful and profitable operations. The employee plays a central role in such operations. As such it has become essential for HR professionals to constantly be on the lookout for strategies that allow them to develop a good working relationship between the employee and employer. This course covers strategies
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Defining and Mapping the Six Sigma Process 
...chniques to help you survey the business landscape from a high level. You will then learn how to fill in the details and sharpen the focus by using a variety of map types. Finally, you will practice reading maps to learn how to recognize and avoid the roadblocks that stand between you and your destination. Six
Sigma is a registered
Trademark of
Motorola Corporation, and all right, title, and
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Evaluating Brand Effectiveness 
...hods that will test brand awareness, brand image, low and high level brand associations, brand recall, and brand recognition. All of these tests reveal motivation as to why consumers purchase and remain loyal to your brand. This course concludes by explaining the importance of a brand equity measurement system and all of its pertinent This course is for brand managers and marketing personnel
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Creating a Marketing Campaign 
Your marketing plan has been approved
Now you need to get the job done. How you execute your plan is as crucial as the plan itself. In this course, you'll learn about tactical marketing tools needed to put your plan into gear and create your marketing mix. These include branding, packaging, promotions, publicity, advertising and merchandising. Managers and team leaders with responsibility for
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Attorney-Client Privilege 
...eir clients. This course offers recommendations for using high-tech solutions to protect privileged information, ensuring attorney-client confidentiality. It also examines how recent changes in the anti-money laundering legislation could impact the privilege. Specific applications of the attorney-client privilege to particular circumstances will be determined on the basis of the particular
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Programming Logic and Techniques 
This course is meant for end users. It aims to teach users the basic concepts of computing and programming language, and the usage of programming methods and elements. People who want to have a fairly good knowledge of the concepts of programming logic and techniques.
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General Coding Best Practices 
To outline the best practices for writing high quality methods, expressions, variables, arrays, loops, and if statements, and to describe recommended practices for writing readable code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Maintaining Quality Code 
To outline the primary techniques of refactoring, and to discuss the best practices for reviewing, testing, and debugging code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Object-oriented Coding Best Practices 
To outline the best practices for defining and using classes, and determining how best to use inheritance or its alternatives
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Programming Techniques and Strategies 
To outline the high-level considerations for producing good code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Introducing User-Centered Design 
To identify the principles and benefits of user-centered design and to determine a practical approach to promoting user-centered design methodology in organizations This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Developing an Application Using User-Centered Design 
To conduct user research and to design effective user interface and interaction elements This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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The Iterative Process in User-Centered Design 
To design usability tests and surveys, organize focus groups, and analyze feedback and implement findings for improving product design This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Practical Examples of User-Centered Design 
To design user-centered
Windows applications and web sites This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Inside C 
To compare and contrast the features of the C# programming language with those of C Application developers with experience in object-oriented programming, especially in C , who wish to start working with C#
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Beginning C 
To compare and contrast the features of the C# programming language with
VB6 Application developers with experience in object-oriented programming, especially
Visual Basic 6.0, who wish to start working with C#
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LAN and WAN Protocols 
This
WestNet e-Learning module explores local area network (
LAN) and wide area network (
WAN) protocols and how they are used to get information into the node so it can, in turn, be delivered to the processes at the higher layers.
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Cisco DESGN 2 0 Voice Networking 
To recognize the components and methods of traditional and IP voice networks, the
QoS mechanisms used to improve IP network performance, and design voice support for an enterprise network
Network engineers, network system analysts, and maintenance personnel responsible for designing small to medium-sized and enterprise networks; individuals seeking the
Cisco Certified Design Associate (
CCDA)
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Cisco ISCW 1 0 IPSec VPN Configuration 
To implement
IPSec site-to-site
VPNs using
SDM and
GRE tunnels, and provide high-availability VPNs using backup interfaces
Network administrators; network engineers; network managers; systems managers; network designers who wish to validate their ability to install, configure and troubleshoot converged local and wide area networks with 100 to 500 nodes
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IP QoS Building Blocks 
To identify the features of different
QoS implementation models, how to apply QoS mechanisms, and how packets traverse
QoS-enabled networks IT professionals with a thorough knowledge of networking concepts and
Cisco technology basics who wish to extend their knowledge in the specific area of
Quality of
Service more...
CCNT Local Area Networks v6 Part 3 
This course teaches
Network Management and the tools and protocols associated with that. It also covers advanced network technologies including circuit switched services and packet switched services. A high level of computer skill is not required but learners will probably have had prior experience in the installation, support, and troubleshooting of computer networks.
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CCNT Local Area Networks v6 Part 2 
This course covers transmission techniques and media. LAN components and
Internetworking components are also taught. This course also covers access connectivity devices. A high level of computer skill is not required but learners will probably have had prior experience in the installation, support, and troubleshooting of computer networks.
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CCNT Local Area Networks v6 Part 1 
This course introduces
LAN technologies and teaches LAN topologies. It also introduces LAN standards and covers the
TCP/IP Protocol suite and
IEEE standards. A high level of computer skill is not required but learners will probably have had prior experience in the installation, support, and troubleshooting of computer networks.
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Laser Safety Training 
...ness of the fundamentals of
Class IIIB (moderate) and IV (high-power) lasers or laser systems. The content in this course is designed to comply with the intent of the applicable regulatory requirements. discuss what a laser is and how a laser works name the types and classes of lasers describe non-beam laser hazards recall the biological effects of a laser on the human body identify types
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Mold Awareness 
Many businesses and organizations, including government-owned facilities, can experience mold at their facilities at some point in their business life. A mold is a coating or discoloration that develops in a damp atmosphere on the surface of food or fabric. Not everyone is at risk from exposure to molds but certain groups of individuals, including infants and the elderly, are particularly
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Using Publisher 2002 
...e process of creating and modifying professional-looking, high quality publications for print media as well as the
Web. Users also learn how to prepare their publications for desktop and commercial printing. Additionally, the course teaches users how to convert print publications into Web site publications and post them on the Web. This course is designed for users who want to use
Publisher more...