From Serebra Learning Corporation
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
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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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.
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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
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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