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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Framing the Problem 
...up the problem itself but also what subjective tendencies influence your view of the situation. This course is designed to help you effectively frame problems so that you're sure your line of sight is aimed straight toward the solution. You'll discover how to recognize and gather information about a problem so that all contingencies are accounted for and all subtleties considered. You'll learn
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Progressing through the Complex Sale Simulation 
...hree in this series, you have gained access to the buying influences at
MicroGalaxy, an electronic component supply company, which is evaluating the possibility of outsourcing its fulfillment function. However, because of their strong emphasis on customer service and turnaround times, they are being very cautious as they evaluate a solution. Your goal is to convince them that outsourcing is the
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Sales Buyer Behaviors 


The
Selling Process:
Buyers Behaviors, is the second of sixteen courses in this curriculum. After the completion of this course you will be able to identify the criteria that influence buying decisions and identify the seven typical buyer behaviors in a sales interaction. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize
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Call Center Operations Workforce Management 
This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
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Performance Metrics for an Inbound Call Center 
The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze
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Identifying Your Customer s Expectations 
...dominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived. In the first lesson of this course, you'll be shown what characteristics customers want to see demonstrated, what external influences generate customers' expectations, and how your company's ability to fulfill expectations at various levels impacts on
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Developing Customer Satisfaction Surveys 
...tisfaction survey that works. You'll explore factors that influence selection of the survey method. You'll also learn to design the survey instrument itself, including selection of question formats, sequencing of questions, and wording of the items themselves. Finally, you'll examine issues relating to selection of a sampling method and determination of sample size. Marketing executives,
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Interacting with the Customer 
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
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Establishing a Relationship with Internal Clients 
Even if your clients are internal to your organization, you still need to spend time getting to know them, and understanding what it is they require from you. When you are dealing with internal clients, there may be a temptation to think you know everything about them, and about the project. This course will stop you from making that mistake. It will enable you to understand your clients' needs
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Project Lifecycles and Stakeholders 
Every project has a beginning and an end, but what happens in between is less predictable. The project life cycle will most likely involve uncertainties, and it's how these uncertainties are handled that determines the outcomes of the project. The more familiar one is with project phases and stakeholders, the more easily one can keep the project on track and on budget. Organizations might "fast
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Project Planning 
...project managers and team members have the most potential influence on the outcomes of a project. Yet, lots of planning does not guarantee successful planning. Just as project success can be planned, project disasters can be predestined if team members are not careful about the assumptions they make. A project management team that can balance the need for predictability with the inevitability
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Working Collaboratively Assert Your Influence 
...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 common barriers to success. All
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Working Collaboratively Extend Your Influence 
...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 busy professionals to increase
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Preparing to Negotiate Size Up the Playing Field 
...ble to list situational power factors that can be used to influence a negotiation, identify tactics to control situational power factors, recognize that location and agenda are strong situational power factors and identify relationship factors that are important in negotiation. The
Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving
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Goals and Goal Setting 
Most achievements, great or small, begin with an important first step: setting a goal. A clearly defined, attainable goal embodies a vision of what is possible. It's a guide star for those who navigate a course through obstacles to a desired accomplishment. However, the process of setting appropriate goals is often oversimplified or overlooked entirely. A well-constructed goal is challenging, yet
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The Basics of Listening 
...ication. You will discover the factors and variables that influence communication and listening and learn strategies to overcome weak listening skills. You will then apply these skills to business-based examples. Knowing the basic communication and listening processes will make you aware of where communication can be adversely affected. A person at all levels of an organization. This course is
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What Is Emotional Intelligence 
Does IQ determine your destiny? For years, that was an overriding belief. However, new behavioral research shows that IQ provides, at best, a narrow view of human intelligence. Factors such as self-awareness, impulse control, persistence, zeal, self-motivation, empathy, and social deftness contribute greatly to an individual's success. These qualities, termed "emotional intelligence," often
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Teamwork and Emotional Intelligence 
Elizabeth and
Cassandra started with the same company at the same time in similar positions. Both were bright women. Both were at the top of the class at prestigious universities. Both had exceptional technical skills. Yet, after six months in the organization,
Elizabeth seemed to be making a bigger impact and enjoying more success. She was friendly with members of her own department and knew many
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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 how can you effectively achieve results without any formal authority within the organization? Communication is the answer. Through the effective use of the various
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Getting Results without Authority Simulation 
You have been hired within the last year as a design engineer at
Autorad, a company that manufactures automotive components. Historically, the company specialized in custom-designed components for limited production runs. In recent years, the company has moved into more mainstream applications and must adapt to a mass-production mind-set. Your team has been working on a new steering wheel design
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The Process of Interpersonal Communications 
...e if achievement of your goals depends on your ability to influence others. You need to be able to communicate your ideas, instructions, thoughts, and feelings accurately. This is not as easy as it may seem, 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
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Developing Career Plans for Your Technical Professionals 
Why should you be interested in career development for the technical professionals you supervise? Because it's good for them, good for your company, and good for you. One of your major challenges as a manager of technical people is retaining them. And you may also need to recruit technical people to fill higher-level positions in your company. This course will help you use career development as a
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Dynamics of Leadership 
Can anyone, regardless of company status, be a leader? Yes
Leaders can be found at all levels in the work force. When you're learning how to lead, is it possible also to be responsible for discovering new future leaders? You bet it is. Even though you aren't in management, do you have the power to influence someone to change his behavior? Again, the answer is yes. In this course, you'll learn how
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Goal Setting Organizational Goal Setting 
In ''Goal
Setting:
Organizational Goal Setting,'' you will learn how to set goals with teams. You will also learn how to set goals for an organization through the use of organizational objectives, statements of values, and vision and mission statements. In addition, you will learn how to implement strategic goals in your workplace. The target audience for this program is administrators, managers,
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Communicating with Power and Confidence 
Do you want to be an effective and powerful communicator? Do you want to take charge, welcome responsibility and view challenge as an opportunity? In today's workplace, when administrative support professionals talk, supervisors listen. They have been empowered and given many managerial responsibilities. They can now work alongside rather than as subordinates to their managers. They no longer only
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Advanced Administrative Support Simulation 
...meeting, maintaining a positive attitude and avoiding the influence of negative people are among the challenges you'll face. If you take
Maxine's advice and successfully improve your skills, you'll then try to establish a partnership with her. This will involve effectively pitching your partnership proposal. If she agrees to the proposal, you'll then have to implement the partnership plan.
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Six Sigma and the Voice of the Customer 
...s, and expanded customer awareness have helped negate the influence of this business maxim. Today, organizations are admonished to heed the voice of customers and give them what they really want. "
Voice of the customer," or
VOC, is a
Six Sigma term that refers to customers' actual, as opposed to assumed, product and service needs and desires. This course, Six Sigma and the Voice of the
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Competitive Factors in Strategic Marketing 
You've got a great idea for a new product or service for your organization, or a major enhancement for an existing one. Now you've got to present the case to the decision-makers to go forward. What kinds of topics should you include in your strategic marketing plan? In this course you'll learn exactly what to consider as you develop and present your plan, including market data and competitor
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Elements of Marketing Strategy 
...ting. You'll be able to discuss cost structures and their influence on your marketing strategy. The impact of product life cycles on your markets is another focus. Methodology to achieve or increase profitability is another featured section of this course. Apply the best thinking and research techniques to the development of a superior market strategy plan to gain the backing you need to be
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Leadership 
Leadership is fundamental in driving quality in an organization. A good leader's actions and words filter down to all organizational levels to create a quality culture. The concepts of organizational leadership are built on a foundation of core business elements. A clear understanding of these elements is key in developing an organization's strategic plan and vision. These core elements include:
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Managerial Skills and Abilities 
Quality management is an important factor in the success of today's organizations. Leading organizational thinkers have gone to the extent of saying that quality in an organization is determined by the quality of its management. In order to bring quality and excellence to an organization, managers need certain skills, tools, and abilities in all their functions. These skills and abilities relate
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Principles of Marketing Fundamentals of Marketing 
Principles of
Marketing:
Fundamentals of Marketing offers the student an overview of the information required to identify key marketing terms, language, and concepts. The program details the elements of the marketing mix, the stages of the product life cycle, and the proper steps to implement the market segmentation process. Managers, supervisors, and employees who want to learn basic marketing
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Principles of Marketing Product Strategy 
Principles of
Marketing:
Product Strategy offers the student an overview of the information required to classify consumer and business products, create and promote brand equity, and implement new product development strategies. The program details the functions and objectives of packaging and labeling strategies, the stages of the consumer adoption process, and the four product development
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Principles of Marketing Distribution Strategy 
Principles of
Marketing:
Distribution Strategy offers the student an overview of the information required to identify types of distribution channels, select appropriate distribution partners, and develop an efficient distribution system. The program details the steps for selecting suitable distribution channel partners, the goals your distribution strategy should achieve, and the process to manage
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Principles of Marketing Promotion Strategy 
Principles of
Marketing:
Promotion Strategy offers the student an overview of the information required to identify the elements of the promotional mix, determine appropriate promotional objectives, and select the advertising types and public relations tools to implement. The program details the procedures for creating an advertising campaign, the types of promotional strategies, and the steps of
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Principles of Marketing Pricing Strategy 
Principles of
Marketing:
Pricing Strategy offers the student an overview of the information required to identify the role pricing plays in the marketing mix, to select appropriate objectives for pricing strategies, and to choose common methods to determine pricing. In addition, the program details the issues to consider when establishing a pricing strategy, the legal constraints that can affect
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Principles of Marketing Writing a Marketing Plan 
Principles of
Marketing:
Writing a
Marketing Plan offers the student an overview of the elements of a marketing plan, covers the processes used to develop marketing objectives and strategies, and covers how to create a marketing plan. The program also details how to write, present, execute, and evaluate a marketing plan. Managers, supervisors, and executives who can influence the marketing and
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Doing Business with the Government 
This course explains how to identify, win, and manage contracts with the largest consumer of goods and services in the world--the U.S. government. Each year the federal government awards contracts worth over $200 billion to businesses of all sizes and diversity. Of the 20 percent of contracts designated for small businesses, one quarter are aimed at women-owned businesses and another quarter for
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Advanced HTML Design Elements 
To describe, and equip students to use, advanced
HTML elements such as complex tables, frames and framesets, metadata and the
META tag, and style sheets
Web authors, webmasters, marketing and communications professionals, PR professionals, graphic designers, desktop designers, technical writers, and library scientists
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Software Project Management 
The
Software Project Management WBT is the final course in the
Software Engineering curriculum. This course is meant for professionals whose responsibilities include design, development, or management of software systems and who want to understand the basics of software project management. The course provides an introduction to the basic concepts of software project management. It examines the
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Hazardous Material Management 
...s. define hazardous materials identify the factors that influence how spills are controlled recognize where spills are likely to occur identify possible responses to a release specify potential outcomes of using inappropriate control methods define the primary and secondary goals of spill control define the terms "containment" and "confinement" specify the recommended procedures for
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Office Safety 
This course is designed to cover hazards that may be encountered when working in administrative areas. These areas of concern are ergonomic stress, hazard communication, bloodborne pathogens, and electrical safety. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify office noise abatement and air quality/ventilation strategies
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Advanced Project Leadership: Navigating Corporate Structures 
...identify different types of stakeholders and how they may influence the project. You will learn how to deal with stakeholders a
Hidden Agendasa . You will also learn about project sponsors and how their position in an organizationa s structure affects their responsibilities towards a project. You will also learn how to help the inexperienced sponsor be successful. Finally you will learn how
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Self Development: Positively Influencing Others 
Self-Development:
Positively Influencing Others offers the student an overview of the information required to influence others through nonverbal communication and language and covers how to use influence to empower people. The program details how the student can enhance his or her level of influence by listening actively understanding
Satir modes and sensory systems building rapport and
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From 123-CBT Computer Based Training
Windows 2000 Planning Implementing Active Directories - Part 4 

...entify the features of the existing domain structure that influence the upgrade plan. Identify the issues to be addressed when developing a recovery plan that may be needed after an upgrade. Identify the issues involved in designing the first tree in a forest and a site topology. Identify the guidelines for deciding the order in which domain controllers are upgraded to
Active Directory.
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Windows 2000 Planning Implementing Active Directories - Part 4 

...entify the features of the existing domain structure that influence the upgrade plan. Identify the issues to be addressed when developing a recovery plan that may be needed after an upgrade. Identify the issues involved in designing the first tree in a forest and a site topology. Identify the guidelines for deciding the order in which domain controllers are upgraded to
Active Directory.
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Managing Business Risk Developing a Risk Management Plan 

...he various risk management models as well as factors that influence the risk management function in organizations. Students will also learn about the risk management environment that organizations face and the methods used to assess those risks. Learn To Identify the differences between traditional and contemporary risk management.
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Managing Business Risk Financing Contingency Planning 

...t the end of this unit,
Icon Industries has increased its influence as a corporate powerhouse. Through strategic investments,
Icon's business investors have positioned the organization for diversification in the near future. Before this can happen, investors must secure more mergers and acquisitions. However, statistics show that other organizations in Icon's current position have historically
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Oracle SQL Tuning Tuning SQL and the Optimizer 

...opers to design
SQL statements that can reuse parsing and influence the optimizer to improve performance.
L earn To:
Identify the factors that affect network traffic.
Identify the factors that affect parsing.
Identify the guidelines for the reuse of parsed code.
Identify the factors in SQL code design that affect response time.
Identify the methods to improve network
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Advanced Project Leadership Navigating Corporate Structures 

...dentify different types of stakeholders, and how they may influence the project. You will learn how to deal with stakeholders ?Hidden
Agendas?. You will also learn about project sponsors, and how their position in an organization?s structure affects their responsibilities towards a project. You will also learn how to help the inexperienced sponsor be successful. Finally, you will learn how to
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Self Development Positively Influencing Others 

...rs the student an overview of the information required to influence others through nonverbal communication and language, and covers how to use influence to empower people. The program details how the student can enhance his or her level of influence by listening actively, understanding
Satir modes and sensory systems, building rapport, and responding appropriately to verbal attacks. In
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Systems Analysis Using Client Server Model Part 2 Object Tech 

... Application
Development (
RAD). o
Identify factors that influence software complexity in software development. o Identify ways in which software reusability can reduce software development time. o Identify characteristics of an object. o Identify factors that determine objects in the data perspective. o Identify factors that determine objects in the functional perspective. o
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Advanced Interpersonal Communication Building Relationships 

...ur) Identify three elements that influence first impressions. Apply guidelines to establish credibility. Avoid using jargon when building positive relationships. Identify the types of questions that you should avoid asking. Identify the three types of paraphrasing.
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Strategic Decision Making Preparing to Make Decisions 

... Identify the three factors that influence the outcome of a decision. Establish decision objectives using three steps. Identify the actions you can take to assess whether a decision frame is appropriate for a decision. Influence the decision frames of others.
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Project Management Essentials Planning a Project 

...ours) Identify ways participants influence a project. Identify project participants. Identify a benefit of project planning. Identify types of project constraints. Prioritize project constraints. Identify steps for creating a work breakdown structure.
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Project Management Project Communications Management 

...communication flows found in project environments and the influence that personal perceptions have on communication. You will also learn about the importance of distributing information to project stakeholders, as well as how to report project performance by using a variety of tools and techniques. Finally, you will learn how to manage stakeholder communications, including how to conduct an
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Advanced Project Mgmt Setting Up a Project Office 

...io. Identify the four factors that influence the size and functions of a project office. Identify project office characteristics that can address the factors that influence its size and function. Identify the roles of the project office steering committee. Simulation: In this simulation you will meet
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