Online Improve eLearning Training

Advanced Product Quality Planning Session Information Session Date: July 17, 2008 Start time: 1:00 pm Duration: 2 hours Session Fee: $200 per participant Presenter: Norma S. Simons /Kathy Paris Host: Duane Cole Host email: duanecole@simons-white.com Description: Advanced Product Quality Planning Advanced Product Quality Planning (APQP) is a methodology that encompasses all the activities and processes needed between customer more...

Chart Your Course to Emotional Intelligence To improve studentsa competence in emotional intelligence capabilities. more...

Boost Your Self-Confidence And Enjoy Selling Success Reinforce your self-motivation, understand how to improve your attitude and set goals. more...

Managing a Virtual Office ...elp them attract and retain the best talents and actually improve productivity. This course identifies the potential benefits and pitfalls in managing a a virtuala workforce, gives guidelines for maintaining communication, monitoring productivity, and encouraging peak performance. There are methods for assuring alignment and consistency, and suggestions for preserving important working more...

Successful Negotiation Course description -- Negotiating is a thread woven through not just your time in the work environment, but also in daily living. Knowing how to negotiate successfully will improve your interactions with customers, coworkers, and even family members. This course will give you the strategies and techniques you will need to help you define opportunities in which negotiating would be appropriate and more...

Basics of Effective Selling Course description -- Selling is a complex and sophisticated process, but successful sales begin and end with the basic essentials. This course includes an overview of the selling process, and provides worksheets and checklists to take you from contact list through sales call and on to follow-up and referrals. There are tools for identifying the features and benefits of your product and service, more...

Pharmacy Technician National Certification Exam Preparation Course ...ey go to waste by not being fully prepared for this exam! Improve your chances for success with the National Certification On-Line Review Course. The Certification Review Course will thoroughly prepare you for the challenges of the National Certification Exam. The Certification Exam tests over many different areas of Pharmacy, so if you have never worked in a hospital, or have only worked in more...

Introduction to Customer Relationship Management CRM -Part 1 DISCONTINUED--Step into the world of CRM with this foundation course in Customer Relationship Management and learn how the practice of effective CRM can not only transform you into a highly successful business professional but also improve your company`s bottom line by helping you expand and retain your valuable customer base. more...

Word 2000 This course is designed to familiarize students with the key introductory, intermediate, and advanced features of Microsoft Word 2000 to customize and enhance their text-based documents. The course starts out by teaching the students basic skills, and then works up to some of the most powerful aspects of Microsoft Word 2000. Also included is a business writing section designed to help improve more...

Chart Your Course to Emotional Intelligence To improve students competence in emotional intelligence capabilities. more...

Learn Grammar the Easy Way (Part 1) Designed for people who want to improve their writing by brushing up on the basics of grammar more...

Productivity Management & Leadership Success Training Program This course will teach you how to effectively and efficiently Improve Productivity, Organizational Morale and Quality simultaneously. more...

Preparing for the Praxis II Subject Assessments This course is designed to prepare you for The Praxis II Subject Assessments by concentrating on three keys to success: understanding the exams, preparing for the exams, and developing a Praxis State of Mind. Students learn to read test questions critically, prepare targeted study plans, and get tips that will improve their chances of passing. more...

Training and Facilitation: Negotiation Skills MAXIM TRAINING The overall aim of this course is to improve your skills in concluding successful negotiations. That is, reaching agreements which both parties are committed to honour and which benefit your 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...

Leadership and Team Development: Managing Meetings MAXIM TRAINING Every single manager gets involved in meetings. For many, they take up a significant part of every working week. Many meetings are costly failures, achieving little more than frustration and de-motivation for those attending. Yet, successful meetings can achieve a tremendous amount and be one of the major driving forces in successful organisations. This course provides you with a more...

Leadership and Team Development: Performance Troubleshooting MAXIM TRAINING Performance Troubleshooting is all about identifying causes and solving performance problems at work. But to solve a problem, first you must be able to describe it. This course gives a systematic and highly effective approach to describing performance and analysing problems at work. It's called the Human Performance System, or HPS. The overall aim of the course is to ensure you can more...

Finance for the Non Financial : Managing Working Capital From the corporate world to the corner shop, from running a restaurant to controlling a production line -- you just can't avoid the need to understand money. This course explores a number of ways to improve your company's cash flow. It gives hints on how to minimise the amount of stock you hold without jeopardising the way you do business. It also examines the benefits of having credit and more...

Managing People: Motivating your Team If you are judged on the success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. This course will help you understand what motivates members of your team. It will help you analyse how to work with each person to improve their performance and realise their more...

Managing People : What's behind Appraisal? If you are judged on the success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. But if you think appraisal is about handing down judgements from above ...think again. This course will help you understand how the appraisal process works, and how to involve more...

Managing People : When to Coach ... .... to become a coach. This course will show you how to improve the results of the people you work with through effective coaching. You'll find out how to spot coaching opportunities and decide when coaching can make the difference. You'll examine the role of coaching in implementing change, applying learning from training courses and supporting others to reach their objectives. And, as you more...

Managing People : Practical Coaching Situations ... .... 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 different situations: changing jobs, generating sales leads, time management and supervisory skills. You'll explore how coaching has been used in some practical case study situations and more...

Managing People : Selecting a Coaching Candidate ... .... to become a coach. This course will show you how to improve the results of the people you work with through effective coaching. You may have someone in mind that you want to coach. In this course you'll use a set of questions to help you decide whether they're the best coaching candidate; whether you, the business and that person would benefit and whether you can overcome potential more...

Managing People : Reviewing a Coaching Experience ... .... to become a coach. This course will show you how to improve the results of the people you work with through effective coaching. If you have recently coached a person the experience may have been positive or not so positive. In this course you'll examine a set of questions to help you decide whether this person was the best coaching candidate: whether you, the business and that person more...

Managing People : Your Coaching Style ... .... to become a coach. This course will show you how to improve the results of the people you work with through effective coaching. When you coach you'll adopt a particular coaching style: you'll use different behaviours, techniques and actions to help the person you're coaching to develop. This course summarises some effective coaching behaviours. It helps you to analyse which behaviours you more...

Managing People : How to Coach 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. more...

Organisational Communication : Improving Safety Working safely 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 more...

Giving Presentations Learn how to give successful presentations Presentations may be formal presentations to your team, senior managers or clients. They can also be informal. For instance, presenting some new ideas for discussion with your peers. If you are skilled at giving presentations, then you can persuade, influence and convince others. Getting your points across in a structured and interesting manner is more...

Working in Teams Learn how to be a successful team member The secret of successful teams lies with the team members. This course aims to make YOU a better team member by looking at: How teams work What makes a successful team Why teams struggle Ways to improve a team's performance Throughout the course there will be times where you are asked to STOP TO THINK about your own work situations and there are more...

Windmaster Case Study 3: Company Analysis Competing in the business world isn't a peaceful game. Companies are fighting to win; to build new levels of competitive advantage; to secure customers, market share and profits. The winners rarely succeed by accident. They develop strategies and strategic plans and hire people who can face strategic dilemmas and make tough decisions. This course introduces you to company analysis and explains its more...

Babcock and Wilcox Case Study: Operations Overview Operations planning and Operations Management 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 more...

Royce Hotel Case Study 1: Understanding the Business ...n 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 corporate more...

Royce Hotel Case Study 2: Planning and Control Operations planning and Operations Management 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 more...

Royce Hotel Case Study 3: Inventory ...n 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 corporate more...

Royce Hotel Case Study 4: Quality ...n 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 corporate more...

Royce Hotel Case Study 5: Process ...n 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 corporate more...

Royce Hotel Case Study 6: Bringing it Together ...n 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 corporate more...

Apply the Theory: The Ford Motor Company Case Study ...n 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 corporate more...

IBM Lotus Domino Designer 6: Preparing Domino R4 Developers This is the second course of the series on the new features of Domino 6. This course teaches how to manage Web users and files. You will also learn how to control mail and about the LDAP enhancements in Domino 6. Finally, you learn about performance optimization in Domino 6. This includes monitoring the server environment and the various methods used to improve performance. more...

Oracle Applications Release 11i: Workflow - Part 1 Oracle Applications Release 11i: Workflow - Part 1 course introduces the learner to the architecture and advanced notification components of Oracle Workflow 2.5. In this course, the learner will gain an insight into the use of Workflow in business processes and methods for planning and creating a Workflow process. Oracle Workflow gives end users and technical personnel the ability to automate and more...

Process Analysis and Documentation ... a roadmap that points the way to process and performance improvement. The second phase in this methodology is Measure. You cannot hope to improve processes and performance without first knowing where you are, assessing where you want to be, and then planning how to get there, while measuring progress toward the goal all along the way. In the words of an old adage, what gets measured, gets more...

Launching Successful On-site and Virtual Teams One factor that defines team success is the way in which a team is launched. 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 more...

The Pharmaceutical Industry Overview Version 2 ...ly 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 relevant business and regulatory issues. The course explores the issues that the industry more...

The Health Care Industry Overview Version 2 ...ncies in the value chain, to address issues of access, to improve quality, and to reduce cost.This course provides a high-level view of the health care industry environment, including its key players, trends, structure, and relevant business and regulatory issues. It also provides an overview of the state of affairs and insights into the health care industry. The course reflects on issues and more...

Completing Your Field Sales Approach What does it take to successfully present valuable solutions and close sales while achieving a sense of accomplishment and trust between you and your customer? Completing Your Field Sales Approach highlights how to present sales solutions and close sales with your customers. Included in the course are steps and tips for overcoming customer objections effectively. You'll have opportunities to more...

Sales Forecasting Forecasting Your Own Accounts In Sales Forecasting - Forecasting Your Own Accounts, you will learn how to apply the principles of forecasting to your own accounts. Specifically, you will learn how to use different types of forecasting, as well as how to avoid excessive detail in your forecasts. You will also learn how to reduce forecasting errors and how to predict the likelihood of winning a sale. Finally, you will learn how more...

Sales Negotiations Fundamentals of Negotiation In Sales Negotiations - Fundamentals of Negotiation, you will learn advanced ways to approach negotiation and how best to prepare effective negotiation strategies to increase profitability in your sales cycle. You will also learn what it takes to develop and build mutually beneficial negotiation relationships, as well as best practices in improving your negotiation communication among new and more...

Sales Negotiations Negotiation Strategies In Negotiation Strategies, you will learn about common negotiating strategies, factors that should be considered when choosing a strategy, and how to create the proper atmosphere for negotiations. You will also learn about elements that can derail negotiations as well as guidelines to help keep them on track. In addition, you will learn how to deal with demanding clients and how to adapt when more...

Communicating Effectively Build Customer Rapport 2 This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

ITIL The Service Desk and Incident Management Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services more...

ITIL Configuration and Release Management ...frastructure interact if they want to eliminate waste and improve service to the users of the system. The delivery and support of IT services are divided into core processes within the IT infrastructure library (ITIL). This course covers two service support processes: configuration management and release management. This course is intended to help learners prepare for the IT Service Management more...

ITIL Service Level and Capacity Management IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services more...

ITIL Problem and Change Management Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve more...

ITIL Continuity and Availability Management American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and more...

ITIL Financial and Security Management IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to more...

The Contact Center and Technical Support Agent In the last few years, organizations have realized that it is easier to generate revenue from an existing customer 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 more...

Technical Support Essentials These days, technical support agents (TSAs) can't provide world-class technical service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and TSA activities. It covers the technology that links the TSA to the customer and to more...

Assessing Customer Behavior In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is 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 more...

Technical Support Agent Survival Skills Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills. Technical Support Agents seeking to acquire new skills or improve the more...

Technical Support Agent Skills Simulation Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson more...

Performance Metrics for an Inbound Call Center ...t is Call center performance metrics outlines the path to improved operations. This course will explore the full range of call center performance metrics. It will look at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance. This series is targeted specifically for call center managers, but would also be a valuable asset for call center more...

Excellence in Internal Customer Service In today's fast-changing and highly competitive 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 more...

Working With Internal Customers ...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 internal customers means that people you work with can see, hear, and feel that they are valued. When employees value one another, the result is increased performance, which more...

Overcoming Internal Customer Service Problems Managing relationships with your internal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In more...

Internal Customer Service Conflict and Complaints Simulation Complaints are an inherent part of customer service, and this is especially true of internal customer service. No matter the level of vigilance, problems will arise, and when they do, they must be greeted with quick and effective responses to ensure that business can proceed. The Internal Customer Service: Conflict and Complaints Simulation has been designed to allow participants to practice 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...

Professional Skills for Customer Service Agents As a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering more...

Managing Challenges in Customer Service During an average working day in a call center, customer service agents (CSAs) handle dozens of customer calls. The calls may range from simple requests for product information to urgent demands for solutions to complex problems. The callers may range from quiet, logical, and professional in their manner to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all more...

Cross-selling in a Customer Service Call If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing more...

Customer Service Agent Skills Simulation Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist more...

Discovering What Your Customers Want ...bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics. When customer satisfaction programs begin with a survey, and not a plan, the result is frequently customer dissatisfaction. To overcome this risk, you must begin by developing a customer more...

Building Dynamic Teams Thrive on Teamwork This course describes techniques that will enable teams to streamline communications and improve overall performance. Professionals who want to work more effectively with others to achieve shared goals. more...

Succeeding Through Teamwork Tune Into Team Communication This course helps learners enhance team communications by strengthening their own listening skills and ability to interpret non-verbal messages. Professionals who want to work more effectively with others to achieve shared goals. more...

Working Collaboratively Communicate Your Goals Working Collaboratively: Communicate Your Goals, is the tenth of fourteen courses in this curriculum. After the completion of this course you will be able to list the guidelines for communicating your needs and identify guidelines on how to give and receive feedback. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by more...

Measuring Team Performance Measure for Success This course reviews how feedback based on specific performance goals can help teams track progress, enhance motivation, and improve performance. Professionals who want to collaborate more effectively within a group. 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...

Call Center Telephone Sales ...ne, 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 efficiently is important because time is money Remember this course is more...

The Technical Professional as Internal Consultant ... hired to appraise a situation and recommend paths toward improvement. These agents of change may be brought in to downsize a company, recommend efficiency improvements, recommend ways to improve employee morale, or facilitate other changes. Today, companies are selecting technical professionals within the organization to accomplish similar results. This course is designed to provide technical more...

Project Leadership Overcoming Obstacles Project Leadership: Overcoming Obstacles covers the benefits of initiating change, how to handle employee responses to change, and how to encourage change. It also outlines how to recognize and reduce stress, as well as how to improve work habits. In addition, the program details how to manage and resolve team conflict. The target audience for this series is project managers who are responsible more...

Project Team Management Team Building Techniques Project Team Management: Team Building Techniques offers the student information required to improve communication in a project team setting. The program covers guidelines for expressing yourself assertively, identifies team roles, and explains how to avoid common pitfalls in project team meetings. Project team members, team members, and team leaders who are interested in learning more about how more...

Project Teams Building a Project Team Project Teams: Building a Project Team offers students information required to establish and improve project teams. The program details guidelines for team goal setting, identifies motivational theories that impact project teams, and offers ways to manage a project team during times of change. Project managers, manager, and supervisors who are interested in learning more about how to build project more...

Ethics and Professional Knowledge PMBOK aligned What does being ethical mean? How does one make the best ethical choice in a complex project management environment? What are legal requirements, and how can you spot the moment when conflict of interest has occurred? In today's world, project managers must have a clear comprehension of these ethical responsibilities. Project managers must also be aware of their professional duty to contribute to more...

Communications Planning and Information Distribution Any project requires good communications to manage day-to-day activities and ensure success of the project. Project managers need to understand the processes of Project Communications Management, and how those processes help promote success and resolve differences among project stakeholders. Project managers need to plan out a strategy to ensure that needed information is gathered and produced more...

Advanced Project Management Project Estimating Techniques Advanced Project Management: Project Estimating Techniques teaches learners how time-box and analogous estimates are used, how to use life-cycle projections, and how the Modified Delphi method is used. It also teaches how to calculate PERT estimates and how function point analysis and forecasting are used. In addition, it covers how to avoid common estimating mistakes and how orders of magnitude more...

Working with Difficult People Respond to Challenges Working with Difficult People: Respond to Challenges, is the thirteenth of fourteen courses in this curriculum. After the completion of this course you will be able to demonstrate several techniques to effectively handle minor and periodic personality differences. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by more...

Working with Difficult People Cope With Continued Conflict Working with Difficult People: Cope with Continued Conflict, is the last of fourteen courses in this curriculum. After the completion of this course you will be able to sequence the steps of a conflict resolution effort, select the most appropriate action to handle a difficult situation, based on the specific circumstances and identify options available to you if you are unable to resolve an more...

Investigating the Problem Gather Evidence This course describes several data gathering techniques that can be used to improve problem analysis procedures and the resulting decisions. Professionals who want to resolve workplace challenges more effectively. more...

Expanding Time Develop SMART Goals Expanding Time: Develop SMART Goals, is the fifth of fourteen courses in this curriculum. After the completion of this course you will be able to pinpoint the benefits of time management and identify the guidelines for defining goals. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to more...

Expanding Time Remove Your Barriers Expanding Time: Break Time Barriers, is the sixth of fourteen courses in this curriculum. After the completion of this course you will be able to identify the steps you should take to avoid procrastination, identify how to minimize interruptions from people at work and identify how to avoid perfectionist tendencies in your work. The Stress Management curriculum presents easily adopted techniques more...

Expanding Time Focus on What is Important Expanding Time: Focus on What is Important, is the seventh of fourteen courses in this curriculum. After the completion of this course you will be able to list the steps that convert goals into prioritized tasks, list guidelines for effective scheduling and list guidelines for successfully implementing a prioritized and scheduled task list. The Stress Management curriculum presents easily adopted more...

Working Collaboratively Assert Your Influence Working Collaboratively: Assert Your Influence, is the eighth of fourteen courses in this curriculum. After the completion of this course you will be able to list the benefits of influencing and contrast the skill of influencing with controlling and advising. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating more...

Working Collaboratively Build Rapport Gain Trust Working Collaboratively: Build Rapport, Gain Trust, is the ninth of fourteen courses in this curriculum. After the completion of this course you will be able to identify principles for creating and maintaining rapport, list the steps in listening authentically and identify three distinct question types. The Stress Management curriculum presents easily adopted techniques for today's busy more...

Working Collaboratively Extend Your Influence Working Collaboratively: Extend Your Influence, is the eleventh of fourteen courses in this curriculum. After the completion of this course you will be able to classify influencing styles, identify guidelines for broadening your range of influence through networking and identify guidelines for resolving an impasse. The Stress Management curriculum presents easily adopted techniques for today's more...

Working with Difficult People Recognize Work Styles Working with Difficult People: Recognise Work Styles, is the twelfth of fourteen courses in this curriculum. After the completion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The Stress Management curriculum presents easily adopted techniques for more...

Balancing Stress Devise a Stress Control Plan Balancing Stress: Devise a Stress Control Plan, is the fourth of fourteen courses in this curriculum. After the completion of this course you will be able to implement guidelines for assertiveness in life, classify behavior types in terms of a widely used and accepted model, identify strategies to modify behavior types and develop an action plan for tackling stress. The Stress Management more...

Balancing Stress Measuring Stress Balancing Stress: Measuring Stress, is the first of fourteen courses in this curriculum. After the completion of this course you will be able to describe the social and personal costs of stress and assess your stress levels. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All more...

Balancing Stress Simple Solutions for Stress Balancing Stress: Simple Solutions for Stress, is the second of fourteen courses in this curriculum. After the completion of this course you will be able to list healthy dietary, exercise and relaxation principles and identify natural ways to combat stress. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating more...

Balancing Stress Stress Relieving Habits Balancing Stress: Stress Relieving Habits, is the third of fourteen courses in this curriculum. After the completion of this course you will be able to recognize how to overcome stress inducers using mental strategies, implement guidelines for managing your daily work and identify planning principles to help you realize your goals in life. The Stress Management curriculum presents easily adopted more...

Selecting Your Strategy Compete to Win Selecting Your Strategy: Compete to Win, is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of the competitive game, identify your preparatory steps for a competitive negotiation, identify the guidelines for controlling concessions and commitments and select competitive tactics to improve the more...

Developing Fundamental Critical Thinking Skills You may not need an MBA to succeed in the corporate arena, but regardless of position or industry, you do need to be able to analyze, reason, and communicate effectively. These and other critical thinking skills are increasingly consequential as organizational planning and decision making become more distributed and reliant on written and verbal communication factors. Developing Fundamental more...

Presentation Resources Available to You This course is about making effective use of resources that can take the pressure off you--visual aids, questions, and making a team presentation. Visual aids are overused, and presenters are overdependent on them. You need to know what visuals are available to you, and be able to determine which one suits a particular need. You need to know what makes a successful visual. Finally, you need to be more...

Planning Effective Business Meetings ...urse will present you with information that will help you improve the quality of your meetings. It will help you develop strategies necessary for preparing effective business meetings, by carefully considering the importance of all the components of the meeting, including people, place, purpose, time, agenda, and atmosphere. Business professionals who want to develop effective facilitation more...

Listening for Comprehension Do you need to better understand the basic meaning of a conversation or presentation? If you need to be able to identify what is said to you in a more effective manner, then this course is for you. This course teaches you how to comprehend verbal and visual messages to maximize your understanding of others. Because this course teaches listening skills, certain sections of this course deviate from more...

Enhancing Your Listening Skills ...ople don't listen very well. This course will help you to improve your ability to listen to others. You will learn the skills you need to understand what people say, read their unconscious nonverbal messages, and get others to want to listen to you. You also learn how to apply these skills in a variety of business situations such as interviews, business meetings, and negotiations. People at all more...

An Essential Guide to Giving Feedback The performance of any business depends upon the performance of everyone within the organization. To ensure that all staff are meeting their potential it is essential that there is a culture which enables feedback to be given and received. This course enables you to become familiar with the key aspects of giving candid, constructive feedback about performance. The purpose of this course is to more...

Coping with Criticism and Feedback ...improve. What we often get is criticism, or feedback given to us in such a way that we feel defensive or angry. When your emotions get involved, it is difficult to be objective and to use the feedback effectively. This course links the concept of emotional intelligence, and EQ, to the practice of receiving feedback. By doing this, it provides you with a powerful approach that enables you to more...

Giving Feedback to Colleagues ...improve performance at work. In this course, you will discover how to provide effective feedback to colleagues at the same level as yourself, and to those above you, in the hierarchy of the organization. You will also learn how to deal effectively with challenging situations. In addition to considering the effectiveness of feedback, you will learn a logical process for giving feedback. Anyone more...

Effective Feedback for Employees and Colleagues Simulation Feedback is an essential element of successful businesses. Managers, employees, customers, and suppliers alike all benefit from the exchange of meaningful, germane feedback. But feedback is a double-edged sword. Given thoughtlessly, without proper preparation and consideration, it is likely to be ignored by the recipient or worse yet, give offense. On the other hand, when given properly, feedback more...

Effective Use of Feedback for Teams Simulation Effective feedback is an essential element of successful teamwork. Periodic reviews and discussions of how the team is performing, how individuals are contributing to the team's performance, and how the team is being managed, are all vital to ensuring that the team continues to perform at peak level. As a team leader, your ability to give and receive feedback will seriously impact the more...

Essentials of Electronic Communication Everyone seems to be using e-mail lately--family members keeping in touch, university students submitting assignments, companies offering products for sale, and office workers carrying out their daily business tasks. Most e-mail users can improve their e-mail skills by learning more about the basic features and potentials of e-mail. Any business person will benefit from developing an understanding more...

Emotional Intelligence in the Workplace Simulation Does intelligence alone determine success? Or do self-awareness, impulse control, persistence, zeal, self-motivation, empathy, and social deftness factor heavily into the equation? While not as readily quantified as IQ, these qualities, collectively termed "emotional intelligence," often determine whether or not people excel in life, relationships, and the workplace. In this simulation, you'll more...

Getting Results through Communication When you want something done, you have to either do it yourself or see to it that someone else does it. As adept as you may be at multi-tasking, there will be times when you'll need a colleague's help or buy-in to perform a task. But h