Online Meet eLearning - Training Resources

Team Management - Enabling Teams ... like a team, how to provide adequate time to perform and meet, and demonstrate faith in the members capacity to achieve. The user is given 1 year access to this course. You may complete it as quickly as you care to, however be diligent to understand and apply the new knowledge in a satisfactory manner. Team Management - Enabling Teams In this course you will learn to build a supportive and  more...

Business Organizations and the Law ...y ensures that different kinds of businesses can exist to meet the different demands of the marketplace. These business organizations may appoint individuals to act on their behalf. They also must abide by certain minimal standards regarding working conditions. For this Basic Completion course, students have 24/7 access to on-line testing materials. Each chapter of text in a course has twenty  more...

Essential Spanish ...ny and Kate are fluent Spanish speakers from England, who meet up on a trip to Spain. Se?or L?pez is a businessman from Argentina, and Se?orita Fern?ndez is Spanish and works for the hotel chain at which both couples are staying. In Spanish there is a `formal` way of speaking to each other: at work, or in business relationships, or with older people: and there is an `informal` way of addressing  more...

Writing Standards-Based Assessments ...on in this course, you will learn to write questions that meet your state and local standards, including those that use higher order thinking skills. Additionally, you will learn techniques item writers use to make it difficult for test-wise students to merely guess a right answer choice. Writing Standards-based Assessments is a seven day online course. This course is designed to give you an  more...

Violence in the Workplace This isn t a video game or a television show; this is real. Violence in the workplace is a real problem, but in this important safety-training program, you will learn what individuals and companies can do to reduce the frequency and severity of violent incidents. Welcome to Violence in the Workplace This isn?t a video game or a television show; this is real. Violence in the workplace is a real  more...

Violence in the Workplace This isn t a video game or a television show; this is real. Violence in the workplace is a real problem, but in this important safety-training program, you will learn what individuals and companies can do to reduce the frequency and severity of violent incidents. Welcome to Violence in the Workplace This isn?t a video game or a television show; this is real. Violence in the workplace is a real  more...

Starting A Business?: How To Develop An Effective Business Plan ... determine if the company`s activities are `on course` to meet it`s budget and long term plans. The process used to develop such a comprehensive Business Plan can also provide valuable insight into the success factors and strategy necessary for the company to achieve success. When a business plan`s assumptions change and/or it`s enviroment is significantly altered, and the Business Plan is not  more...

Sales Through Service Skills ... with a process and the communication skills to identify, meet and beat their customers expectations. It will help them through the sales through service process: first contact, explore customer needs, match the needs, close the deal and take the extra step. It will also help to analyze what the customer wants and needs by combining active listening and effective questioning...so they can  more...

RCRA and DOT Refresher ...king groups, and security. The course is designed to help meet the annual training requirements for generators of hazardous waste, such as those requirements presented in 40 CFR 265.16, 40 CFR 264.16 and 40 CFR 262.34. It is also designed to assist with the recurring training requirements specified in 49 CFR 172 Subpart H, including testing of participants.Note that we have set a 90 day access  more...

RCRA Hazardous Waste Management for Generators ... included. The course is designed to assist facilities to meet the annual training requirements for generators of hazardous waste, such as those requirements presented in 40 CFR 265.16, 40 CFR 264.16 and 40 CFR 262.34. Note that we have set a 90 day access period to the course with further extensions up to 6 months if needed. It is always a best practice to take your time and make sure that you  more...

Professional Writing Skills at a Glance ...iting. You will practice ways to determine your purpose, meet audience needs, discover your most comfortable method of writing, brainstorm and mind-map to get your ideas on paper, write quick rough drafts, and revise collaboratively. Also, you will receive models for planning letters, memos, and reports. Finally, checklists help you evaluate both your process and your product. This course can  more...

Preventing Sexual Harassment for Leaders ...to tell them what the law expects and direction on how to meet these legal requirements. The course provides tools and tips for promoting a harassment-free environment, and suggestions on how to set a positive example for others. It also includes an example of an effective policy statement. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can`t use Netscape or other browsers for this  more...

Personal Protective Equipment ...nal Protective Equipment not only helps your organization meet OSHA safety standards and regulations, it launches each employee on a mission to protect their heads, face and eyes, hearing, hands and arms, skin, feet, and bodies against heat and cold hazards by using proper PPE. Protect each worker with the knowledge and equipment to fly by the potential hazards they face at work with our safety  more...

Performance Management & Appraisals Training & Certification Program Learn the basics of Performance Management and earn a "Fundmentals of Performance Management" certificate. This self-paced course qualifies for 4 hours of PHR/SPHR re-certification credits and can be completed either at one time or over several sessions. Our Performance Management Training & Certification Program provides details for establishing and maintaining an effective performance  more...

NETS`S - National Education Technology Standards for Students ...meeting the widely adopted National Education Technology Standards for Students. The course completion is set for 90 Days but the student can take less or more time to complete (1 year max). A course designed to prepare students for the NETS*T certification standard. The ISTE National Educational Technology Standards for Students (NETS?S), developed by the International Society for Technology  more...

NETS`T - National Education Technology Standards for Teachers ...meeting the widely adopted National Education Technology Standards for Teachers. The course completion is set for 90 Days but the student can take less or more time to complete (1 year max). A course designed to prepare teachers for the NETS*T certification standard. The ISTE National Educational Technology Standards for Teachers (NETS?T), developed by the International Society for Technology  more...

Microsoft MCSE 2003 Complete Course ...instruction, delivered on CD. This course is designed to meet all the requirements for Microsoft Corporation`s Certified Systems Engineer certification and testing for Windows 2003 operating and newtork environments. This course comes with Lab Simulations and Practice Exams and covers the Microsoft Exam numbers 70-270, 70-284, 70-290, 70-291, 70-293, 70-294, and 70-298. Note: Actual exams are  more...

Microsoft Office 2007 Essentials ...is 2007 edition. These courses will train you how to best meet your needs through the use of Word, Outlook, Excel, Powerpoint, and/or Access. Students have 1 year access to the course but may complete it sooner based on their own accelerated learning. Welcome to Microsoft Office 2007 Essentials This Microsoft Office course teaches you how to effectively use the Office 2007 Suite through  more...

Microsoft Project For Purchasing Professionals ...u to successfully manage complex procurement projects and meet aggressive deadlines. You will need a copy of Microsoft Project 2000 or later. You can order a FREE evaluation copy of the software from Microsoft's website. The student can complete their course of study within anytime frame as long as it does not exceed 60 days from the stamped start date. Reasonable time should be given to digest  more...

Manufactured Housing Appraisal/Valuation Course This course will teach each student how to determine the value of a Manufactured Home, using the NADA Manufactured Housing Guide and other methods. This course is designed to allow you to sit for various exams that may lead to Certification. Successful completion of this course will enable the graduate to prepare for various exams that may lead to becoming a Certified Manufactured Home Appraiser.  more...

Legal Nurse Consulting Certificate Program ...ain an education credential in legal nurse consulting and meet continuing education requirements for re-certification as a legal nurse consultant. This course is a comprehensive course and provides instruction/study on all of the major facets of legal nurse consulting, including business principles and practices. The text book used in the course is endorsed by the American Association of Legal  more...

Learn Spanish On-line From Live Instructors! - "Beginning Spanish 1" ... time - that means that you get the attention you need to meet your goal of communicating in Spanish. There are many options available:Scheduled group classes We all know that learning is more effective when it takes place in a group. Interacting in a group helps to motivate and brings out the personal best in each student. That?s the reason why we assign a group to all of our students  more...

Lab Safety and Chemical Hygiene ...rse, you will learn about the requirements employers must meet to ensure a safe laboratory environment for their employees. It also walks you through creating an effective and comprehensive Chemical Hygiene Plan including basic components, general laboratory safety practices, facility and operation safety rules, chemical hazard identification, and other general safety topics that relate to  more...

ISO 13485 Medical Devices General Employee Training ...ng medical devices and related services that consistently meet customer (and regulatory) requirements applicable to medical devices and related services. This standard includes unique clauses for medical devices and excludes some of the requirements of ISO 9001 that are not applicable. Therefore, conformance to ISO 9001 does not imply conformance to 13485 and vice versa. They must be  more...

ISO 9001:2000 General Employee Training ...tion does to: Fulfill the customer's quality requirements Meet applicable regulatory requirements enhance customer satisfaction achieve continual improvement of its performance in pursuit of these objectives. After you place your order, you will receive a user name, password and log-in instructions. You will log-in and work through our interactive training for approximately 1/2 hour. The  more...

IATA Dangerous Goods ...ods Regulations. The course is designed to help employers meet the requirements for training as specified in Section 1.5 of the IATA Dangerous Goods Regulations and 49 CFR 172 Subpart H, including testing of participants. This course does not cover the more detailed requirements for the shipment of radioactive materials under the IATA regulations. Note that we have set a 90 day access period to  more...

HTML 4 ...ining development company. When he`s not working madly to meet the next deadline, Robb can be found floating on a high-mountain lake with a fishing pole in hand.Enroll today in this course to start your learning. Frequently Asked Questions How long will it take me to complete the course? The amount of time it takes to complete the course is dependent upon the time you are able to spend in  more...

Fares and Tickets International - U.S. - Instructor Led International air travel has expanded exponentially in the past decade and promises to continue to grow. This course will provide you with the skills required to meet the needs of your international air travelers.  more...

Fares and Tickets International - Canadian International air travel has expanded exponentially in the past decade and promises to continue to grow. This course will provide you with the skills required to meet the needs of your international air travelers.  more...

Expert Purchasing Management .... But fortunately, there is a way for you to learn how to meet and exceed today's high standards for purchasing management excellence. The highly personal and interactive online course ?Expert Purchasing Management? will teach you everything you need to know to lead your purchasing department to new levels of success! Frequently Asked Questions How long will it take me to complete the course?  more...

Doing Business in China ...meet, hold conference calls, and travel overseas. When you re working with people from an unfamiliar country, how can you gain the knowledge to ensure smooth communication and to avoid an offensive faux pas? Our Doing Business India courses will quickly give you the background to confidently reach across any cultural divide. In the Doing Business in China course, you will be introduced to the  more...

Doing Business in India ...meet, hold conference calls, and travel overseas. When you re working with people from an unfamiliar country, how can you gain the knowledge to ensure smooth communication and to avoid an offensive faux pas? Our Doing Business In India courses will quickly give you the background to confidently reach across any cultural divide. In the Doing Business in India course, you will be introduced to  more...

Design a Winning Business Based on Your Idea--Instructor-Led ...l need to assess whether or not the business is likely to meet your profitability goals?and suggest ways to optimize its chances of success. Your work for each assignment will be reviewed by a Trump University Certified Instructor. You will receive feedback within two business days of each submission. Enroll in this online course if you: Have an idea you want to bring to life Need a plan to  more...

Design a Winning Business Based on Your Idea--Self-Directed A Trump U Course- A disciplined business plan turns dreamers into winners. To turn a concept into a golden success, you need a plan for financing, market research, marketing, operations and more. Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra added value, registered students will have  more...

CSS ...ining development company. When he`s not working madly to meet the next deadline, Robb can be found floating on a high-mountain lake with a fishing pole in hand.Enroll today in this course to start your learning. Frequently Asked Questions How long will it take me to complete the course? The amount of time it takes to complete the course is dependent upon the time you are able to spend in  more...

Confined Space Safety ...Space Safety, your employees will not only be prepared to meet OSHA requirements, but will also be prepared to identify confined spaces and determine if permits are required to work in them. Periscope up, as they discover the role of danger signs, entry permits, attendants, rescue plans, and safety equipment. Head to port, and make sure each worker is prepared to address the requirements to  more...

Complete Course in Professional Medical Transcription Using MIME Method of Instruction Professional Edition ...d techniques and practice in transcription to effectively meet all of the challenges in the medical transcription environment. Our advanced medical transcription training is challenging and comprehensive, and prepares the student for employment either from home or in a multi-specialty clinic, hospital, or transcription service centre. This course uses a revolutionary and innovative new  more...

An Entrepreneur`s Guide To Starting A Medical Billing Company A 25 page self-directed marketing course designed for those interested in establishing a home based medical billing business. Student may submit questions and have materials reviewed. This course is designed to help you establish, and answer questions you have, about starting a home based medical billing business. The course is designed to guide you on how to establish yourself as a medical  more...

ADA Training & Certification Program Learn how to administer the federally-mandated ADA rules and earn a "Certified ADA Administrator" designation. This self-paced course qualifies for 8 hours of PHR/SPHR re-certification credits and can be completed either at one time or over several sessions. The Americans With Disabilities Act (ADA) requires employers with 15 or more employees to provide qualified individuals with disabilities an  more...

Complaints And Angry Customers Complaints And Angry Customers The Complaints and Angry Customers course helps sales and service providers understand how to approach the more difficult and challenging situations they?ll encounter. It provides participants with a 6 step method for handling complaints, communication strategies for staying in control and for soothing feelings that are running high. And it equips participants with  more...

Negotiating for the Sales Professional ...scription -- An effective sales professional knows how to meet customer needs while assuring reasonable terms and profit for his or her own company. This course has techniques for identifying customer expectations and determining how to meet them in a way that both parties are satisfied by the results. There are checklists and discussion guidelines to help a sales professional master this  more...

How To Master Personal And Family Course description -- It wasn't so long ago that companies expected employees to give their all to the job and sacrifice their lives in order to get ahead. Now most organizations understand that employees are whole people who show up for work each day, people who want to be effective not just on the job, but in their personal lives as well. This bundle helps employees deal with some of the thorny  more...

Using Type and Symbols in Illustrator CS3 ...ustrator artwork can quickly be enhanced or customized to meet personal or business needs. This course will show you how to create point type, add and fill a type area, or arrange your type around an existing path in your illustration. This course will familiarize you with methods for editing, aligning, formatting, distorting, and flowing type in your illustration to achieve the styles and  more...

Sales Manufacturing TM Identifying Sales Opportunities William Penn (founding-father of Pennsylvania) said, "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both on what to do and what to hope." For the sales professional, there is such a method that will make tasks easier, save time, and build a predictable sales machine. This  more...

Success over Stress ...between the demands placed upon them and their ability to meet those demands, which, over a period of time, leads to ill-health." Stephen Palmer, "Occupational Stress".Contrary to popular belief, stress itself is never a good thing--it is always harmful. This course will show you the difference between pressure, which spurs you into action and helps you to perform at your peak, and stress,  more...

Business Ethics for Managers Managers perform a delicate ethical balancing act every day. They must meet their obligations to their employer, comply with laws and regulations, address the needs of subordinates, and obey their own consciences. In this course, managers with decision-making responsibility will explore ethical issues and will acquire specific skills for creating and maintaining an ethical work environment.  more...

Managing the Change Process ...d it's everything you've ever wanted. You find your desk, meet your new colleagues, and try to carry on with your life. But things are different. Your PC isn't in the same place, the cafeteria doesn't have your favorite coffee, and your chair isn't quite right. This is how change feels. You're disoriented--things still work, but not in the same way. You're in a neutral zone where you know how  more...

The Oil and Gas Industry Overview Version 2 ... continued growth in demand and an industry struggling to meet this voracious demand have pushed oil prices to an all-time high. Big oil companies, even while investing heavily in exploration, technology, operational improvement, and research and development, are still left with huge surpluses in an industry so far known only as a modest return. In reality, there has never been a more  more...

The Food and Beverage Industry Overview Version 2 ...upon them as the food and beverage industry - pressure to meet food safety regulations, to keep up with the constantly changing tastes and preferences of a fiercely diverse marketplace, to differentiate their products from their competitors', and to expand globally. Most importantly, they must do all this while keeping operating costs low enough to generate surplus to reinvest in supply chain  more...

The Retail Industry Overview Version 2 Retail is one of the largest industries and one of the most visible to consumers. The retail industry includes businesses such as automobile dealers, retail gas stations, and department stores. Over the years, it has gone through various sales-channel shifts, from catalog sales to online selling. Yet, throughout these changes, the brick-and-mortar stores have remained strong. In today's retail  more...

About 360-Degree Performance Feedback Are you ready for a change in the way your company evaluates and develops its management staff? Perhaps you are dissatisfied with the effectiveness of your current efforts to help your managers work to their potential? The 360-degree performance feedback process may be the solution to your needs. Although the use of 360-degree feedback is relatively new (approximately ten years old), public,  more...

Facilitative Tools and Formats Offering Options ...nt approach to getting a problem resolved? Want to hold a meeting and no one's in the office? If any of these situations sound familiar, this course will provide you with some choices to meet your needs. In this course, you will explore alternatives to the standard one-facilitator group meeting or work session. You will examine the advantages and disadvantages of co-facilitating meetings and  more...

Hiring Temporary Contingent Employees Have you been in a situation where you needed more people to perform short-term or seasonal jobs? Have you ever needed specific expertise or specialized skills to achieve an organizational goal? Perhaps you need to hire temporary employees. This course will help you determine whether to hire temporary employees or nonemployees (independent contractors). You will discover many important factors  more...

Legal Pitfalls Regarding Independent Contractors Managing workers is a crucial component of your success as a manager. But not all workers are created workers. Some are employees, others are nonemployees, or independent contractors. This is an important distinction, because your company's obligations differ depending upon how workers are classified. Misclassification can result in stiff fines, penalties and back pay and benefit liability. This  more...

Working with Temporary Agencies Efficient staffing can be the difference between high productivity at a reasonable price and inefficiency regardless of price. To efficiently manage peak time and special project staffing requirements, you need to be able to work with temporary agencies. This course will develop your skills at using temporary agencies to meet short-term staffing requirements. Applying these important strategies  more...

Understanding Technical Professionals As a manager, have you felt that technical professionals are sometimes difficult to understand? Do you find that the usual management models are not as effective as they could be? This course explains the ways in which these employees differ from other workers and how you can apply more appropriate and effective management techniques. You will also learn how business has responded with new  more...

Attracting Motivating and Retaining Technical Professionals If you're having problems finding and keeping technical professionals, you're not alone. In our financially competitive and technologically advanced business world, technical professionals are in great demand. Managers need to find ways to attract top-performing technical employees and keep them once they're on the job. In fact, surveys show that managers list attracting, motivating, and retaining  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...

Managing Challenges in Customer Service ...to noisy, impatient, and infuriated. CSAs are expected to meet the challenges of handling all of these calls and customers with speed, skill, accuracy, and composure. This course helps CSAs to manage these challenges successfully. It teaches CSAs effective techniques for handling aggressive callers, such as controlling, outraged, and threatening customers. It also teaches CSAs practical methods  more...

Crisp Composition When you send off business documents that you have written, what do you think the recipients--your readers--hope for? Do they want to plow through long-winded documents that never get to the point? Do they want to waste time puzzling out what your convoluted sentences mean? Do they want to send back numerous requests for clarification? Do they want to pull out an unabridged dictionary just to  more...

Getting the Most from Business Documents ...at work late to finish an important report or proposal to meet a deadline? Then two days later you receive a call from the intended recipient asking you where the report is. You faxed it over and it got lost in their fax room. Now you've missed the benefit of having met your deadline. This familiar scenario illustrates the importance of selecting an appropriate document type and delivery method  more...

Working for Your Inner Boss Personal Accountability ...w employees will perform their jobs. How well an employee meets requirements set by the boss determines whether that employee succeeds or fails, receives rewards or penalties, and earns praise or criticism. On another level however, the judgment of an external boss isn't enough to make a job personally fulfilling and rewarding. That's something all employees of an organization decide for  more...

Elements of Project Human Resource Management ...a team of experienced and competent professionals who can meet the challenge. This requires that project managers understand the Project Human Resource Management processes of planning, selecting, developing, and managing a project team. Such an understanding enables project managers to lead the project team to project completion and success. This course will emphasize the importance of Project  more...

Initiating a Project and Preparing the Project Plan ...to integrate project processes, maximize performance, and meet project goals throughout the life cycle of a project. This course will highlight the importance of project integration management to project performance. It will cover the project inputs, tools and techniques, and outputs of the following processes in the Project Integration Management knowledge area: Develop Project Charter,  more...

Project Integration Executing and Completing a Project ...to integrate project processes, maximize performance, and meet project goals. This course highlights the importance of project integration management to project performance. It covers the inputs, tools and technologies, and outputs of the following integrative processes in project management: directing and managing project execution, monitoring and controlling project work, initiating  more...

An Introduction to Project Management ...nd unpredictable through processes in such a way that you meet the cost, quality, and time expectations of all invested parties in order to accomplish a temporary endeavor. This is the mission of project management. Challenging? Yes. Impossible? No. All industries employ project managers to implement processes as a way to control business. In fact, the field of project management is rapidly  more...

Performing Quality Assurance and Control ...til a project is complete to find out whether the results meet the customer's needs. At the scheduled conclusion of a project, both the customer and the performing organization have too much at stake to risk failure.The American Society for Quality defines quality as "the characteristics of a process, product, or service that bear on its ability to satisfy stated or implied needs." The quality  more...

Project Management Fundamentals ...nderstand what they are trying to produce and how best to meet the quality and quantity requirements set forth by upper management. Project management, as a process, is the supervision and control of the work required to complete the project deliverable. Using established project management processes, coupled with the experience and skills of experienced workers, has allowed employers to adjust  more...

Measuring Process Capability and Performance in Six Sigma ...meet the needs of the customers they serve. As such, you must listen to the voice of your customers and build processes that deliver products and services to them. It is also necessary to review processes to ensure they remain within the targets and specifications set by your customers. Measuring the capability and performance of a process is an important activity in Six Sigma DMAIC  more...

Design of Experiments DOE ...olid understanding of how and why their processes fail to meet customers' expectations. Organizations use the Design of Experiments (DOE), a key methodology of the Six Sigma Improve phase, to quantify with statistical precision the factors that are causing this gap. Well-designed experiments result in effective process redesign, and ultimately, improved organizations. This course explains how  more...

Lean Concepts ...vestment returns while better serving their customers. To meet these challenges, organizations have turned to Lean Thinking, which seeks the elimination of all forms of waste, strives for continuous improvement, and simplifies business processes. This course explores how businesses that implement Lean Thinking learn how to reduce waste, streamline production and improve operational flexibility.  more...

Lean Tools At its heart, being Lean seeks to eliminate waste from the organization. By applying Lean tools and techniques, organizations can become more competitive, agile, and responsive to customer demands. This course highlights the implementation of Lean tools in the production and manufacturing environment. These tools have derived largely from the development of the Toyota Production System (TPS). In  more...

Developing Employees HRCI PHR ...orkforce possesses the skills, knowledge and abilities to meet the current and future needs of the company. This course will help you prepare for the HRCI certification examinations in the areas of employee training and development. In the area of employee training, you will learn methods for effectively training adult learners and techniques for aligning all training programs with your  more...

Compensating Employees HRCI PHR ...orkforce possesses the skills, knowledge and abilities to meet the current and future needs of the company. This course will help you prepare for the HRCI certification examinations in the area of employee compensation. You will learn methods for effective total compensation.This course will also help you understand the necessary steps for aligning existing compensation methods to a total  more...

Strategic Approaches to Workforce Planning and Employment HRCI SPHR ...f recruiting and hiring to ensure that the workforce will meet the organization's strategic goals and objectives. This course prepares learners interested in the Human Resource Certification Institute (HRCI) Senior Professional in Human Resources (SPHR) Certification. The content in this course is based on the Workforce Planning and Employment functional area of the HR Body of Knowledge  more...

Analyzing Cash Flow Statements Have you ever had to make a really tough business decision? They can be hard to make, especially since a bad decision can ruin a company. Fortunately there is a way to make a more informed and better business decision; by analyzing your company's financial statements. They contain information that can help you improve your company's efficiency and overall effectiveness. Cash flow statement  more...

Challenges of the 21st Century Leadership is dynamic. It must evolve with the changing times. It must grow and change based on internal factors that are prevalent in one time, and obsolete in the next. The 21st century brings its own unique set of challenges that leadership must accommodate. In this course, you'll learn how evolving work environments affect leadership. You'll explore the implications of 21st century trends like  more...

Design of Experiments and Validation of Solutions in Six Sigma ...fter determining what and how much needs to be changed to meet the desired improvement, teams generate solution ideas to optimize the response, and then the ideas are tested, implemented, and validated. Later in the control stage, efforts are made to keep the improved processes, products, or services under statistical control and to retain the gains. This course explains the basic design of  more...

Managing High Performers - Defining and Finding High Performers Managing High Performers: Defining and Finding High Performers, helps the learner to better identify high performers and, having recruited them, monitor and meet their needs. High performers must be motivated, and this course includes practical guidelines for establishing trust and building rapport with them. It also offers advice on how to successfully recruit high performers..  more...

Windows 2000 Designing a Network Infrastructure--Part 4 Implementation ...trategies for managing and optimizing the DHCP service to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing WINS to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing the DNS service to meet various business requirements. o Identify and analyze appropriate strategies for  more...

Windows 2000 Designing a Network Infrastructure--Part 4 Implementation ...trategies for managing and optimizing the DHCP service to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing WINS to meet various business requirements. o Identify and analyze appropriate strategies for managing and optimizing the DNS service to meet various business requirements. o Identify and analyze appropriate strategies for  more...

Windows 2000 Designing a Network Infrastructure--Part 2 Remote Access ...ability of a design that integrates ICS with a network to meet specific business goals. Unit 3: Internet and Extranet Access: Components Duration: 2 Hour(s) Match the components of a firewall with their features. Identify the type of firewall to be integrated with a network based on specific business goals. Identify the guidelines to integrate a firewall with a network. Identify a  more...

Windows 2000 Designing a Network Infrastructure--Part 2 Remote Access ...ability of a design that integrates ICS with a network to meet specific business goals. Unit 3: Internet and Extranet Access: Components Duration: 2 Hour(s) Match the components of a firewall with their features. Identify the type of firewall to be integrated with a network based on specific business goals. Identify the guidelines to integrate a firewall with a network. Identify a  more...

Windows 2000 Designing a Directory Server--Part 3 Active Dir Structure ...entify the optimal Group Policy that should be applied to meet the needs of an organization. Identify the guidelines for delegating administration of GPOs. Identify the guidelines for determining the priority in which GPOs are applied. Identify the factors that can optimize Group Policy performance. Identify the key considerations involved in testing and documenting Group Policy  more...

Windows 2000 Designing a Directory Server--Part 3 Active Dir Structure ...entify the optimal Group Policy that should be applied to meet the needs of an organization. Identify the guidelines for delegating administration of GPOs. Identify the guidelines for determining the priority in which GPOs are applied. Identify the factors that can optimize Group Policy performance. Identify the key considerations involved in testing and documenting Group Policy  more...

NetWare 5 Advanced Administration - Part 5 ...ss. Select appropriate data transmission technologies to meet specific needs. Identify security concerns related to remote access. Identify methods for maximizing remote access performance. Perform the steps to install NIAS on a server. Perform the steps to configure a server for remote access. Perform the steps to configure basic NIAS remote access password security. Perform the steps  more...

NetWare 5 Advanced Administration - Part 5 ...ss. Select appropriate data transmission technologies to meet specific needs. Identify security concerns related to remote access. Identify methods for maximizing remote access performance. Perform the steps to install NIAS on a server. Perform the steps to configure a server for remote access. Perform the steps to configure basic NIAS remote access password security. Perform the steps  more...

Brand Management Developing a Brand Strategy ...he upscale, luxury car manufactured by Avenport. You will meet with your assistants, Jennifer Webber and Matt Engles, who perform research duties and aid in preparing presentations for marketing team meetings. They have been assisting you in getting ready to report to the marketing staff on your brand's competitors and to present your analysis of the Qualera brand. In this simulation, Jennifer  more...

Sales Skills The Fundamentals ...view: In this simulation, you will meet with Jack Sullivan, one of Icon's Regional Sales Vice Presidents, to discuss the fundamentals of the sales process. Through your questions and his answers, you will learn the basic steps of the sales process, the different avenues of communication that you can use when selling, and several common myths you should know about selling.  more...

Sales Skills Prospecting Addressing Needs ...nd establish a good relationship with clients in order to meet their needs. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time 2 to 4 hours Objectives Unit 1: Background Information (0.5 - 1 hour) Describe and implement the six steps of the  more...

Sales Skills Overcoming Obstacles ...view: In this simulation, you will meet with Jack Sullivan, one of Icon's Regional Vice Presidents of Sales. Through your questions and his answers, you will learn the basic steps of the selling process, common myths about selling, and some key issues that relate to a customer's needs. Unit 2: Anticipating Objections (0.5 - 1 hour) Understand  more...

Brand Management Integrated Marketing ...n Icon-owned amusement park. In this simulation, you will meet with Susan Darnell, the newly appointed Director of Online Commerce, to brief her on the integrated branding strategy the company implemented three years ago. Happy Hill is preparing to expand into online commerce, and it is important that it fit into the integrated branding scheme of the company. As the Director of Marketing, you  more...

Sales Skills Gaining Customer Commitment ... Explain how your product or service meets the key issues. Manage a client's anxiety by speaking plainly, asking for feedback, and sharing success stories. Complete the five stages of negotiation. Audience Individuals who want to learn how to build relationships with customers and gain their commitment during a sales  more...

Sales Skills Developing a Winning Strategy ...view: In this simulation, you will meet with Jack Sullivan, Icon's Regional Vice President of Sales, to discuss the basic steps of the sales process and three different sales strategies that can be used to target individual or commercial clients. Unit 2: Study the Market (0.5 - 1 hour) Analyze your competitors. Complete a  more...

Sales Skills Effectively Closing a Sale ..., how to respond to resistance, and what to do if a sales meeting becomes uncomfortable. In addition, you will learn when to close during a sales call, some common closing techniques, and how to follow up with clients. Learn To Identify a client's key issues and complete a key-issues matrix. Focus a product demonstration on a client's  more...

Professional Selling Over the Phone Preparation Strategies ...r of Icon a a s Internet Securities Division. You will meet with Paul White, Marcus D a a Angelo, and Maggie Roberts to follow up on potential clients. At a recent trade show, you and your team demonstrated one of your division a a s newest advancements in Internet security: hacker prevention and insurance. The demonstrations and displays set up by you and your team during the  more...

Professional Selling Over the Phone Closing a Sale ... In the first half of this simulation, you will meet with Maggie Roberts, your training mentor, to review the guidelines for preparing to close a sale. Since you a a re new to Icon and feel that you have a good opportunity to close an upcoming sale to Kopy Kat Printing, you a a ve asked Maggie to make sure you a a re properly prepared to close the sale. In the second half of  more...

Sales Management Building a Championship Sales Team Sales Management: Building a Championship Sales Team teaches students how to ensure the effectiveness of a sales team. The program covers how to be a successful sales manager, how to select sales professionals, and how to build unity in a sales team. The program also focuses on how to interview successfully, how to build relationships and trust within a sales team, how to train sales professionals  more...

Essentials of Business Law Employment Law ...view: In this simulation, you will meet with Kent Redburn, a relatively new Customer Service Representative for Icon. As Kent a a s immediate supervisor, you are meeting with him today to try to orient him into his new role in the company. The two of you will discuss Kent a a s responsibilities as an agent and your responsibilities as his principal. Unit 2:  more...

Sales Management Leading a Sales Team ...d. In addition, you will learn steps for conducting sales meetings and the best method for setting goals in the meetings. Learn To Identify the steps for choosing the best territory strategy. Identify the types of forecasting approaches. Identify the four factors to consider when making a sales forecast.  more...

Sales Management Motivating Sales Teams to Win ...view: In this simulation, you will meet with Marcus Robinson, a Regional Account Manager for Icon's Industrial Engine Product Group. The product group supplies engines to manufacturers of construction and agriculture equipment, both extremely cyclical industries. Currently, both are in a downturn, and Marcus has become frustrated due to declining sales. In this  more...

Consulting Skills Building Consulting Relationships ...view: In this simulation, you will meet with Bruce Madison and Ron Spear to discuss the need for a consultant. Plant 1 has been the subject of internal criticism because its production rate has slowed and errors have occurred more frequently, and as Plant 1's director, it is your responsibility to address these problems. In response, you are meeting to determine the need  more...

Consulting Skills The Consulting Process ...view: In this simulation, you will meet with Cynthia Scott, a Design Consultant with ErgoMax Interior Architects, LLC, a consulting firm. You are the Facilities and Operations Coordinator for the Icon Product Manufacturing Division, which is preparing to relocate into a new state-of-the-art facility. You request that she identify administrative controls, which involve  more...

Essentials of Business Law The Legal Environment ...view: In this simulation, you will meet with Maggie Roberts, one of Icon's most experienced attorneys. Maggie has represented Icon in several different contract disputes. She will ask you a number of questions designed to test your understanding of contract essentials and strategies. Unit 2: The Judicial System (0.5 - 1 hour) Complete a chart of  more...

Consulting Skills Serving as an Internal Consultant ...ill allow your company to track inventory. You will first meet with a Distribution Manager, to convince her of the merits of your proposal and your own abilities. Next, you will meet with your supervisor to discuss redistribution of your duties. Unit 2: Improving Internal Consulting Abilities (0.5 - 1 hour) Identify the guidelines for establishing credibility as an  more...

Strategic Management Establishing Strategic Focus ...view: In this simulation, you will meet with Kelly Landry, the Director of Strategic Marketing at Icon. Kelly will ask you a number of questions in order to test your knowledge of strategic management terms and definitions. Your answers to this series of questions will help gauge your knowledge of strategic management. Through her questions and your answers, you will gain  more...

Strategic Management Developing a Successful Process ...view: In this simulation, you will meet with your strategic planning team to address any final concerns about your strategic marketing plan for Icon before taking it to James Cahill, Icon's President, and Roger McAlister, Icon's Director of Operations, to secure it's acceptance. Your team, consisting of Robin Carlson, a Quality Assurance Technician, Ronald Spear,  more...

Competitive Intelligence Implementing a Competitive Intelligence System ... of competitive intelligence. In a meeting, incorporate into the discussion comments about the benefits of competitive intelligence. Identify the benefits of international competitive intelligence. In a meeting, incorporate into the discussion comments about the benefits of international competitive intelligence.  more...

Quality Management The Quality Management Process ...view: In this simulation, you will meet with John Cunningham, Icon a a s Quality Management Director, to go over some of the fundamentals of quality management. John will give you scenarios that cover a wide range of quality management issues, ranging from daily quality management to variation in processes, so be prepared to demonstrate your knowledge. Unit 2: The  more...

Competitive Intelligence Analysis Dissemination ...entify four criteria that competitive intelligence should meet. Identify the guidelines for making recommendations based on competitive intelligence results. Sequence the steps for distributing competitive intelligence results. Use the steps for protecting an organization's information. Audience Managers and  more...

Competitive Intelligence Researching Online ...view: In this simulation, you will meet with Kristin Anderson, the Technology Trainer in the Human Resources Department of Icon's Computing Hardware and Software Division in San Francisco. She will discuss with you the fundamentals of using the Internet to increase your organization's competitive intelligence. Under Kristin's tutelage, you will identify the guidelines to  more...

Managing Business Risk Developing a Risk Management Plan ... In the simulation at the end of this unit, you will meet with Barnard Byrne, President of Parmelle Drilling, a subsidiary of Icon. The drilling industry has been lukewarm in its compliance with OSHA regulations and employee training has been minimal and irregular due to the current low price of oil and the high rate of employee turnover. However, a recent tragic accident on a neighboring  more...

Managing Business Risk Risk Assessment Control ... In the simulation at the end of this unit, you will meet with Laura Dennis, a risk manager, to discuss the risks of opening a new manufacturing plant. Icon executives want you to identify the risks involved and how they would apply to the new project. Through your discussion with Laura, you will gain a greater understanding of risk sources and categorizing risks. Unit 2: Risk Evaluation  more...

Managing Business Risk Financing Contingency Planning ...zed before any more trading an investing occurs. You will meet with a business investor, a financial analyst, and a risk manager to discuss financing risks and develop a rough draft of an insurance contract to be submitted to the executive board for approval. Unit 2: Risk Management Program Administration (0.5 - 1 hour) Identify the major responsibilities of contract  more...

Principles of Marketing Fundamentals of Marketing ...view: In this simulation, you will meet with Dean Kramer, the Marketing Director of Icon's Office Supply product group. Dean will discuss marketing terms, including a SWOT analysis, and how they are implemented in his product group. Throughout your conversation, Dean will ask you questions to test your understanding of the concepts discussed. Unit 2: Four P's of  more...

Visual InterDev 6 0 Planning a Web Application ...the guidelines used for analyzing the support required to meet the business requirements of a Web application. Identify the guidelines to meet the security requirements of a Web application. Identify the guidelines to determine the requirements related to human factors. Identify the guidelines to test the feasibility of a technical architecture. Identify the factors that impact the  more...

Oracle SQL Specifics Retrieving and Formatting Data ...tify which operators can be used to find rows that do not meet a condition. Perform a query using a SQL operator. Use the ORDER BY clause to sort query results. Use a join to query data from multiple tables. Use an outer join to return records without a direct match. Identify the features of the SQL*Plus environment. Log in to SQL*Plus. Use the DESCRIBE command to display the structure  more...

Visual InterDev 6 0 Planning a Web Application ...the guidelines used for analyzing the support required to meet the business requirements of a Web application. Identify the guidelines to meet the security requirements of a Web application. Identify the guidelines to determine the requirements related to human factors. Identify the guidelines to test the feasibility of a technical architecture. Identify the factors that impact the  more...

Quality Management Business Process Improvement ...view: In this simulation, you will meet with Caroline Harris and Linda Autry, of the ''Game & Train'' Product Division of Icon's Computer Hardware and Software Division. In the past, this division has hired outside consultants to evaluate its processes and make recommendations for improvements. Due to changes in upper level management, however, employees at all levels of  more...

International Business Essentials The Global Business Environment ...view: In the simulation at the end of this unit, you will meet with Bonita Goodson, a Personnel Manager in the Human Resources Department of Icon's Financial Services Division in New York. One of Bonita's responsibilities is to ensure that any Icon employee who is going to work internationally is prepared for the cultural differences he or she will encounter. Today, she is going to talk to you  more...

International Business Essentials Succeeding as a Global Manager ...ntify criteria an organization's corporate culture should meet to ensure successful globalization. Identify ways a Human Resources department can facilitate competitive advantage. Simulation Overview: In the simulation at the end of this unit, you are part of a team that will discuss how the company can establish itself in the Asian marketplace over the next two years. You've been briefed  more...

Self Development Motivating Yourself to Perform ...w: In this simulation, you will be meeting with Carla Jackson, one of Icon's Human Resources Assistants. Through your questions, you will learn what motivation is, what its benefits are, and how you can use motivation to improve your performance. Unit 2: Overcoming Procrastination (0.5 - 1 hour) Identify the signs of procrastination.  more...

Self Development Increasing Your Assertiveness ...view: In this simulation, you will meet with Carla Jackson, one of Icon's Human Resources Assistants. Since Carla works in the Human Resources Department, she has been exposed to many different types of behavior styles. Through your questions and her answers, Carla will share her knowledge with you about behavior styles, the benefits of assertive behavior, and the factors  more...

Self Development Developing Rapport Through Communication ...view: In this simulation, you will meet with Kathy Fuller, one of Icon's veteran Customer Service team leaders. As a new Sales Team Leader, you are trying to build strong working relationships with some of the established leaders of the department. In order to achieve a good relationship with Kathy, you will need to adapt to her while communicating, encourage her to  more...

Self Development Improving Your Memory ...view: In this simulation, you will meet with Alexis Bell, one of Icon's Human Resources Assistants as part of your ongoing professional development training. She will give you a series of exercises designed to identify your knowledge of memory and ways to improve your memory. Through her questions and your answers, you will gain a better understanding of the models of  more...

Time Management Overcoming Challenges .... The program also covers handling interruptions, keeping meetings productive, and organizing paperwork, identifying and overcoming personal time wasters. Learn To Identify guidelines for minimizing interruptions from visitors. Follow steps for making meetings more productive. Follow steps to distinguish  more...

Time Management Planning Your Day ...view: In this simulation, you will meet with Carla Jackson, one of Icon's Project Managers. Through her questions and your answers, you will learn about the benefits of creating a daily plan, the obstacles you should avoid when planning, and what guidelines you should follow in planning and scheduling your day. Unit 2: Managing Technology (0.5 - 1 hour)  more...

Time Management Developing a Plan ...view: In this simulation, you will meet with two Customer Service Representatives, Stacey Brighton and Carol Chung, to discuss the benefits of completing a time audit. Stacey has been late with a number of call reports, and Carol is behind on the customer evaluation project, making the time audit a necessary step in improving each employee's time management. First, you  more...

Career Development Developing a Career Strategy ...view: In this simulation, you will meet with Bruce Madison, one of Icon's Human Resource Specialists, to discuss defining your career aspirations. You are satisfied with your position at Icon, but you've decided to start looking into different careers that could better suit your professional goals and your personal lifestyle. Bruce will ask you a series of questions  more...

Career Development Professional Networking ...ely trying to take your career in that direction. You are meeting with your immediate supervisor, Robin Carlson, who has served in many different capacities at Icon. You are hoping that with her experience, she can give you direction and hints about how to network effectively. If you handle this meeting appropriately, she will arrange for a meeting with Drew Canfield, the Vice-President of  more...

Career Development Excelling in Your Career ...view: In this simulation, you will meet with Bruce Madison, one of Icon's Human Resource Specialists, to discuss maintaining productivity and keeping professionalism high. Bruce will present you with scenarios and ask you a series of questions to help you understand how to facilitate productivity and be professional. Unit 2: Marketing Yourself (0.5 - 1 hour)  more...

Moving from Technical Professional to Mgr Series Getting Started ...nior IT Manager. You are concerned that Matt's team won't meet the IT departmental quarterly target of developing new software for the development team. Matt has mentioned privately to you that he's worried about how he can deal effectively with conflict. You will give him feedback about his general progression in the role and on his team's performance. Unit 2: IT Planning (0.5 - 1.5 hours)  more...

Business Travel Safety Domestic Travel In ''Business Travel Safety: Domestic Travel,'' you will learn how to make travel preparations, including researching your destination and then making appropriate travel arrangements. You will also learn how to increase your safety during air and ground transportation and at destinations, such as hotels, restaurants, and business events. Learn To Identify the  more...

Business Travel Safety International Travel ... Simulation Overview: In this simulation, you will meet with Dean Kramer, Health and Safety Officer for Icon International. As an efficiency coordinator, you were selected by Icon's Board of Directors to represent your department in forthcoming global negotiations. Your position is important and high profile, so Icon has managed most of your travel insurance. Since you will travel  more...

Business Travel Safety Safety Measures for Travelers ... Simulation Overview: In this simulation, you will meet with Robin Carlson, a HR Specialist at Icon International. You have just been employed as a Sales Manager in Icon and as the position requires a large amount of traveling Robin wants to be sure you have a good understanding of travel safety and the precautions a traveler needs to take. She will ask you a number of questions in  more...

Organizational Skills Time Management ...ement. You will use various time management techniques to meet your own deadlines as well as help your employees meet theirs. Learn To Understand the importance of time management. Recognize the myths of time management. Differentiate between important and urgent issues. Identify  more...

Creativity Innovation Thinking Creatively ...ty and Innovation: Thinking Creatively, you will learn to meet the demands of creative thinking in the workplace. This program will help you develop your creative thinking skills and allow you to practice using the creative thinking process. Learn To Identify the stages of the creative process. Recognize techniques that will enhance  more...

Creativity Innovation Fostering a Ceative Environment ...view: In this simulation, you will meet with Susan Cole, a Human Resources Advisor with Icon's Human Resource Department. Susan recently spearheaded an effort to recruit a greater number of creative employees for Icon's Marketing Department, and she feels strongly about the importance of hiring such individuals. Susan also has information on how to retain good employees.  more...

Creativity Innovation Promoting Team Creativity ...roles that team members will play. Meet the manager's responsibilities once a team has been assigned. Simulation Overview: In this simulation, you will be meeting with Elizabeth Thomas, Icon's Trade Show Coordinator. During her work as a coordinator, Elizabeth has assembled many highly effective and creative teams. Through a  more...

Cross Cultural Business Comm Understanding Cultural Differences Cross-Cultural Business Communication: Understanding Cultural Differences offers students the information they need to understand the basics of cross-cultural business communication. The program provides information about the volume, pitch, and rate of speech that should be used when communicating cross-culturally. Cultural differences in nonverbal and written communication are also explained.  more...

Business Finance Risk Analysis ... • In this simulation, you will meet with Monica Washington, one of Icon's Market Analysts. She will be giving you a series of exercises to identify your knowledge of stand-alone risk. Through her questions and your answers, you will gain a better understanding of probability analysis and rate of return, and calculating risk. Unit 2: Portfolio Risk (0.5 - 1 hour)  more...

Business Finance Time Value of Money ... • In this simulation, you will meet with Jessica Stone, a Director of Finance in the Financial Services Division of Icon. During this meeting, you will discuss future and present values of money. You will also answer a series of questions by Jessica, which will test your knowledge. She will ask you to recognize and define terms associated with the future and present  more...

Business Finance Valuation of Stocks Bonds ... • In this simulation, you will meet with Carla Jackson, a Financial Analyst in Icon's Financial Services Division in New York. As a Financial Analyst, Carla is familiar with both stocks and bonds. Today, she is going to help you determine the strengths and weaknesses of your understanding of bonds. She will ask you a series of questions relating to the different types  more...

Business Accounting Accounting for Assets ... • In this simulation, you will meet with Susan Cole, an Accounting Supervisor for Icon who is experienced in performing accounting duties and coordinating the work of accounting clerks under her supervision. She will give you a series of exercises to gauge your knowledge of current assets. Through these questions and answers, you will increase your understanding of  more...

Business Accounting Accounting for Liabilities ... • In this simulation, you will meet with Ronald Spear, a Senior Accounting Auditor in Icon's Financial Services Division. Ronald works with current liabilities on a daily basis and has a number of years of experience. He has prepared a series of exercises that will test your knowledge of this topic. Through your discussion with Ronald, you will increase your  more...

Financial Statements Financial Statements Analysis ... • In this simulation, you will meet with Paul White, a Budget Accountant in Icon's New York Financial Services Division, to discuss budgets, pro forma financial statements, and budgeting variances. Paul will ask you a series of questions regarding what to do when you prepare a budget, how pro forma statements are used, and the steps to take when correcting budgeting  more...

Financial Statements Reading Analyzing an Annual Report ... • In this simulation, you will meet with Amy Hughes, a financial analyst in Icon's Financial Services Division. Amy will ask you a series of questions designed to test your knowledge and understanding of annual reports. Through her questions and your answers, you will gain a better understanding of the fundamentals of annual reports, the users of annual reports, and  more...

Financial Statements Analyzing Cash Flows ... • In this simulation, you will meet with Roger McAlister, Icon's Chief Financial Officer, to discuss cash flow performance. Roger has played an integral role in Icon's financial performance, and he will be asking you a series of questions designed to increase your understanding of how to evaluate a company using different accounting methods, ways a financial statement  more...

Economics The Principles of Economics ...view: In this simulation, you will meet Ronald Spear, a senior economist with Icon International, to discuss the main ideas that guide economic thinking, how people interact and make decisions, and how the economy works as a whole. Ronald will be asking you questions about the main economic principles, economic analysis and policy, factors of production, and economic  more...

Budgeting Creating Analyzing a Budget ...ss. Simulation Overview: In this simulation, you will meet with Maggie Roberts, one of Icon's Budget Accountants, to discuss why businesses design budgets. Maggie has played an integral role in Icon's budget, and she will be asking you a series of questions designed to increase your understanding of budgeting basics. Through her questions and your answers, you will be able to identify the  more...

Budgeting Operating Manufacturing Budgets ...view: In this simulation, you will meet with Elizabeth Thomas in Finance to discuss operating budgets. Liz will discuss the different components of an operating budget, how to classify costs, and how to create an operating budget. Throughout your conversation with her, Liz will ask you questions to gauge your understanding of operating budgets. Unit 2: Manufacturing  more...

Budgeting Capital Budgeting ...view: In this simulation, you will meet with Mary Aberdeen, a Controller in Icon's Consumer Products and Services division in Chicago. Mary has invited you, as a Budget Accountant, to cross-train with her so that you can expand your financial accounting knowledge and assist her with budget preparation on upcoming capital projects. To determine your preparedness for this  more...

Economics Basic Concepts in Microeconomics ...view: In this simulation, you will meet with Jack Sullivan, the Production Manager, and Janet Porter, the Operations Manager at Icon. They are responsible for Icon's bottled water product line. Janet has called the meeting because there has been a sudden fall in demand for one of Icon's main products. She is concerned about the fall off in revenue. You are a market  more...

Economics Products and Markets ...view: In this simulation, you will meet with Janet Porter, Operations Manager, and Jack Sullivan, Production Manager at Icon International, to discuss bottled water costs and profits. Janet and Jack are relying on your expertise in the field of economic market analysis to guide them through some business concepts. Unit 2: Market Competition (1 - 2 hours)  more...

Economics Foundations of Macroeconomics ...view: In this simulation, you will meet with Elizabeth Thomas, a senior Economics Consultant with Icon International, to discuss issues in macroeconomics. You are applying for the position of assistant in the Economics department. Elizabeth will be asking you some questions about unemployment, inflation, and government policies to explore your knowledge of macroeconomic  more...

Interpersonal Communication Listening Skills ...view: In this simulation, you will meet with your mentor who will help you identify how well you use listening skills. Your mentor will ask you questions regarding your listening habits, as well as answer your questions. Unit 3: Listening to Improve Communication (0.5 - 1 hour) Understand the importance of responding to a speaker.  more...

Interpersonal Communication Effective Communication ...w: In this simulation, you will be meeting with several of your employees to discuss the fourth quarter promotional package for your division. You must clear up a miscommunication regarding the correct discount for the Alpha line's products. Unit 3: Interference to Effective Communication (0.5 - 1 hour) Recognize what types of physical  more...

Emotional Intelligence Developing Emotional Intelligence Skills ...view: In this simulation, you will meet with Dean Kramer, Icon's Quality Manager for Industrial Casing Products. Dean is responsible for ensuring that Icon continues to meet requirements for several international quality accreditations. In the past, Dean's performance has been outstanding and he was even considered for a promotion to the Production Manager position.  more...

Emotional Intelligence Emotional Intelligence for Executives ...view: In this simulation, you will meet with James Cahill, President of Icon's Industrial Services and Manufacturing Division in Boston. You are the Vice President of Home Improvement Solutions, a group that produces siding and other home improvement supplies sold to the consumer market. While the product group is profitable, it is the only consumer-targeted group under  more...

Effective Presentations Planning a Presentation ...view: In this simulation, you will meet with Greg Baldwin, one of Icon International's Product Managers. Greg has several years of experience giving presentations and is familiar with Icon's Worldwide Network Solution, which you will be giving presentations about. Through your questions, you will learn about the different types of presentations and the process for  more...

Effective Presentations Essentials of Persuasion ...view: In this simulation, you will meet with Greg Baldwin, one of Icon's Product Managers, to discuss persuasion and its role in giving effective presentations. Through your questions, you will learn about the challenges of using persuasion and how to persuade an audience ethically. Unit 2: Preparing to Persuade (0.5 - 1 hour) Complete audience  more...

Advanced Interpersonal Communication Building Relationships ... your former manager, Harold, left the position. You will meet with Roger McAlister, the Sales Manager for Industrial Casing Products. Roger does not report directly to you, but you will work closely with him to address quality and sales issues with the products. You have approval from upper management to look into reducing the number of different styles of cases your group manufactures to  more...

Advanced Interpersonal Communication Communicating with Co-Workers ...view: In this simulation, you will meet with your supervisor, Dean Kramer. Dean is the Production Manager for the Plastic Casing Department of Icon's Industrial Services and Manufacturing Division. It has been over two years since you received a pay increase, and you have requested this meeting to negotiate a raise. In preparation for this meeting, you analyzed what other  more...

Advanced Interpersonal Communication Comm to Build a Positive Culture ...view: In this simulation, you will meet with Terrance Martin and Melissa Brown, team leaders in the Market Research department of Icon. The Industrial Services and Manufacturing Division is redefining their culture and has asked for input and suggestions from each department. As the manager of the Market Research department, you need to lead this meeting and identify  more...

Communicating w Difficult People Handling Difficult Co-Workers ...view: In this simulation, you will meet with Cindy Becker, a fellow team leader in Icon's Telecommunications Call Center. The two of you are expected to work together to develop programs and incentives for your individual teams, but you are frustrated by what you perceive as Cindy's lack of enthusiasm and initiative. You are also required to share the responsibility for  more...

Communicating w Difficult People Communicating with Your Manager ...om another superior. Audience Employees who want to meet the challenge of communicating with a difficult manager. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs Language Options UK English Total Learning Time 2 to 4 hours Objectives Unit 1: Identifying a Difficult  more...

Organizational Communication Managing Communication Organizational Communication: Managing Communication is designed to help students understand innovation and change, how environmental context affects communication, and how power and politics affect an organization. The program gives students guidelines for managing change, stress, conflict, and for empowering individuals. By applying the guidelines, students will be able to communicate  more...

Listening Skills The Fundamentals of Listening ...ss. Simulation Overview: In this simulation, you will meet with Katherine Cavanaugh, a Senior IT Manager, and Ronald Swenson, the Director of Human Resources at Icon International. You are a Training Consultant, and you organize training programs for many different organizations. Katherine and Ronald are considering getting you to set up some training sessions for listening skills. They  more...

Excellence in Service Building a Customer Service Team ... is suitable for your customer service team and that will meet your organization a a s needs. Learn To: Identify how to find quality employees and interview them while following employment laws. Identify how to train employees appropriately to strengthen your customer service team. Motivate and reward your employees based on their individual preferences. Audience:  more...

Call Center Inbound Customer Service In Call Center: Inbound Customer Service, you will identify what challenges come from the situation, the caller, and the environment. You will learn what guidelines you should follow in order to provide excellent service and use your skills to fulfill your customers' needs. Learn To Understand your role as a representative of your company.  more...

Call Center Mgt Managing an Inbound Call Center ...rview: In this simulation you will meet with Jessica Stone and Amanda Heffner. Jessica and Amanda are managers of the Women's Camping Activities Association (WCAA), a company that organizes and directs outdoor activities, such as camping and kayaking, for women only. Recently, the WCAA has been overwhelmed with the high number of calls from women wishing to join the  more...

Call Center Mgt Measuring Quality Performance ...reasing call volume. As the Call Center Manager, you will meet with Paul White, a salesperson from VoiceRally, Inc., to discuss purchasing a VRU. Laura Dennis, the Director of Customer Service, will be sitting in on the meeting. This is your second meeting with Paul, and it has already been decided that Icon will purchase the equipment from VoiceRally. Your goal during the meeting is to choose  more...

Call Center Mgt Managing Motivating Your Staff ... Apply steps for conducting a feedback meeting with your employees. Develop an action plan with an employee who has below average performance. Audience The target audience for this series is all center managers who want to find ways to help their inbound call centers run more effectively. Deployment Options e-Learning Accreditation  more...

Customer Relationship Mgt Fundamentals of CRM ... in the age range of 30-70. As the head of Marketing, you meet with Lillian and Greg Baldwin, her Executive Business Assistant, on a regular basis to discuss marketing strategy. You have recently heard that a competitor is going to launch a television show, syndicated column, and product line, which would directly compete with Lillian Alley. At this meeting, you want to recommend that Lillian  more...

Customer Relationship Mgt eCRM ...view: In this simulation, you will meet with Dean Kramer, Icon's Director of Sales, and Robin Carlson, Icon's Director of Marketing, to discuss Icon's acquisition of Medical Supply Inc. (MSI), a company that specializes in sophisticated medical supplies. MSI was acquired to contribute to Icon's Health Care division, and the three of you are meeting to decide whether to  more...

Sexual Harassment What Employees Should Know ...w: In this simulation, you will be meeting with Cynthia Scott, one of Icon's Human Resources Representatives, as part of your employee orientation process. She will discuss Icon's sexual harassment policy and ask you a series of questions designed to test your knowledge of what constitutes sexual harassment and how it affects both its victims and the organization. Unit  more...

Sexual Harassment Preventing Sexual Harassment Claims ...entify the criteria that an employee questionnaire should meet. Audience The target audience for this program is HR professionals and other managers who need to learn how to prevent and resolve sexual harassment claims. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU credits: 0.30 CEUs Language Options US English Total Learning Time  more...

Sexual Harassment Resolving Sexual Harassment Claims ...rview: In this simulation you will meet with Mildred Parcels, Human Resources Manager. Mildred is building a team to investigate sexual harassment. Mildred is seeking only the most competent employees for the team. Becoming of member of Mildred a a s investigation team may lead to potential bonuses and promotions, so you have applied. While talking with Mildred, you  more...

Workplace Aggression Recognizing Aggressive Behavior ...view: In this simulation, you will meet with Maxwell Carson, Icon's Director of Human Resources, to discuss workplace aggression. Maxwell will provide you with information about why managers and employers should be concerned about workplace aggression, how aggression affects an organization, and what actions you can take to recognize aggressive behavior. Unit 2: Knowing  more...

Workplace Aggression Defusing Aggressive Situations ...ssively. Follow six steps for meeting with an employee who is in the mild aggression stage. Follow the appropriate guidelines for handling a situation with a violent employee. Offer employees the proper kind of assistance as they adjust after an incident. Audience Managers who want to learn how to handle a  more...

Workplace Aggression Taking a Proactive Approach ...view: In this simulation, you will meet with Maxwell Carson, Icon's Director of Human Resources, to discuss the importance of taking a proactive approach toward workplace aggression. Through your questions, you will learn about the three steps to taking a proactive approach toward workplace aggression and why it is important that each approach is specific to its  more...

Recruiting Retention Staffing Your Organization ...view: In this simulation, you will meet with Jessica Stone and Ron Spear, to begin planning for an upcoming hiring period within Icon a a s Sales Department in Chicago. To promote a new line of products, Icon is supplementing VinTech a a s current sales force with one hundred additional employees. During this first team meeting, you will need to create a human  more...

Recruiting Retention Internet Recruiting ...view: In this simulation, you will meet with Lance Helms, Marketing Director, Alexis Bell from Human Resources, and Maggie Roberts, Director of Financial Accounting. Icon is on the verge of expansion and needs to fill positions in Marketing and Accounting as quickly as possible. Lance and Maggie, have never used the Internet for recruiting employees. You must explain the  more...

Recruiting Retention Keeping Your Good Employees ...view: In this simulation, you will meet with Linda Autry, a newly promoted Call Center Supervisor in Icon's Consumer Products and Services Division. Linda will need to hire two additional Customer Service Representatives as part of a departmental expansion. In addition, she will be responsible for the orientation of the new employees. Linda has some experience with  more...

Exit Interviewing Skills Conducting an Exit Interview ...view: In this simulation, you will meet with Amy Jenkins and discuss why it is important to conduct exit interviews with departing employees, as well as establish effective guidelines for doing so. In the second part of the simulation, you will meet with Dean Kramer. Dean is upset at how several issues were handled following a recent reorganization of the department and  more...

Human Resource Law Management s Role ...view: In this simulation, you will meet with John Kass, the Senior Human Resources and Development Manager. You are interviewing for an HR position with Icon. Mr. Kass will ask you a series of questions and assess your knowledge of Human Resources law. If you answer his questions correctly, you will be well on your way to a position at Icon. Unit 2: Rightful Discharge  more...

Human Resource Law Americans With Disabilities Act ...view: In this simulation, you will meet with Ronald Spear, a Human Resources Representative, to discuss the importance of Icon complying with the Americans With Disabilities Act. Through a series of questions, you will gain a greater understanding of the Act, the protection it provides to covered employees, and the reasons why an individual covered under the ADA is  more...

Human Resource Law Fair Labor Standards Act ... Identify the criteria employers must meet to be subject to the provisions of FLSA. Select the employee rights protected by FLSA. Simulation Overview: In the simulation at the end of this unit, you will In this simulation, you will meet with Ronald Spear, Icon's Human Resources Director. As a new HR  more...

Human Resource Law Understanding Privacy Rights ...view: In the simulation at the end of this unit, you will meet with Icon's HR Compliance Officer, Jessica Stone. She will ask you a series of questions regarding privacy laws. You have been asked to speak on this topic to a number of employees, but Jessica needs to determine your knowledge of the subject first. Unit 2:Computer Use and Human Resources (0.5 - 1 hour)  more...

360-Degree Feedback Experiencing 360-Degree Feedback ...view: In this simulation, you will meet with two managers to introduce a 360-degree feedback program that Icon is implementing. You will need to explain the types of information that should be covered in feedback, characteristics of an effective program, and methods for collecting 360-degree feedback. Unit 2: Providing 360-Degree Feedback (0.5 - 1 hour)  more...

360-Degree Feedback Implementing a 360-Degree Program ...view: In this simulation, you will meet with Robin Carlson, the Human Resources Director in Icon's San Francisco Computing Hardware and Software Division. As a Human Resources Manager, you are in charge of helping the division implement a 360-degree feedback program to evaluate employee performance. The program will first be run as a pilot program in the Marketing  more...

360-Degree Feedback Max the Benefits of 360-Degree Feedback ...uidelines for ensuring that a 360-degree feedback program meets its organizational goals. Help a poor performer meet his or her performance standards. Help an average performer get out of his or her comfort zone. Help a high performer find a new opportunity for development. Identify  more...

Decision Making Problem Solving Decision Making Fundamentals ...view: In this simulation, you will meet with your company's Finance and Marketing Directors. You have received an offer from an Asian manufacturer to buy your Phone Equipment Line. You need to make a decision to sell or keep the line given certain time constraints. Unit 3: Team Decision Making (0.5 - 1 hour) Understand the importance of group  more...

Leadership Development Delegation ...view: In this simulation, you will meet with two Assistant Loan Officers to assign them new tasks. You need to identify each delegate's strengths, give directions to each of them with respect to their new tasks, and provide them with appropriate feedback. Unit 3: Managing a Delegate (0.5 - 1 hour) Identify who is best suited to be a delegate.  more...

Leadership Development Goal Setting ...y to help employees manage goal achievement, set goals to meet deadlines, and identify strategic goals for the future. Learn To Successfully define a target to be reached. Rank goals and develop persistence to attain them. Create an action plan and set strategic goals.  more...

Leading the Way Learning to Lead ...nstalled team leader of the HotBox project team. You will meet with the members of the project team to assess the project's current status. The team is two weeks behind schedule and facing a 30-day deadline for the final design specs, so you'll need to get to work quickly. To do so, you need to demonstrate the characteristics of effective leadership and avoid common leadership pitfalls. Unit  more...

Managerial Leadership Creating a Vision ...view: In this simulation, you will meet with Travis Peterson, Icon's Project Manager, Robin Carlson, one of Icon's Product Managers, and Bruce Madison, Icon's Director of Information Services. As a Project Manager for the new Aries Server product line, it is your job to help guide the team in rewriting Icon's vision statement, so it emphasizes the Aries Server. You will  more...

Succession Planning Setting Up a Succession Planning Program ...view: In this simulation, you will meet with Laura Daniels, Director of Human Resources, Amanda Douglas, Team Lead, and Jack Thompson, External Consultant. You are the project manager for the company's succession planning program. Your goal during the meeting is to reach agreement on the formulation of the succession planning action plan and to identify training content  more...

Succession Planning Successors Plan Evaluation Planning Tools ...rview: In this simulation you will meet External Consultant, Jack Thompson, and Icon International employees Laura Daniels, Computer Technician, and Jeff Patterson, Project Manager. During the meeting, you will try and agree on a succession planning policy. Jeff will chair the meeting. Unit 2: Evaluating Your Succession Plan (0.5 - 1 hour)  more...

Women in Leadership Leadership Roles Styles ... In the simulation at the end of this unit, you will meet with Rebecca Helton, a senior manager in Icon's Sales department, to discuss how gender roles in leadership have changed. Rebecca worked her way up through the ranks at Icon and was one of the fist women to attain a senior management position. Today she will test your understanding of both the old and new construct of leadership in  more...

Women in Leadership Becoming a Leader ... for a software product currently in development and will meet with Mary Winford, Product Manager, and Dean Kramer, Sales Manager. The product, referred to now by its development title of OS9, is a new operating system that is different from previous Icon products and its competitors. In the course of creating the operating system, the development team has developed a software program that  more...

Women in Leadership Developing a Leadership Path ... In the simulation at the end of this unit, you will meet with Caroline Harris, a Designer/Developer in Icon's Computer Hardware and Software Division in San Francisco. She has asked to meet with you as an Employee Assistance Program representative because she is experiencing a conflict between the demands of her personal and professional lives. As a result, she feels frustrated and  more...

Strategic Decision Making Preparing to Make Decisions ...r in charge of supervision Line Managers and helping them meet customer quality standards and on-time delivery requirements for Icon a a s Automotive Electronic Systems in Chicago. Icon supplies mobile multimedia, such as CD/DVD car theatres, to Detroit Auto who is currently in the process of reducing its number of suppliers. Icon a a s five-year contract with Detroit Auto is up for  more...

Six Sigma Deploying Six Sigma ... In the simulation at the end of this unit, you will meet with Bruce Madison, Director of Information Services at Icon International, and Janet Porter, Director of Business Development. You will discuss the guidelines for Six Sigma projects and identify the characteristics of the Six Sigma team roles. You will also outline the steps for choosing a Six Sigma team. Unit 2: Six Sigma in  more...

Strategic Decision Making Advanced Decision Making ... In the simulation at the end of this unit, you will meet with Greg Baldwin, the Training Manager in Icon's San Francisco Division. You are about to take the lead on an important project that could have far-reaching effects on the company. Greg has asked to meet with you to ensure that you are prepared manage the complex decisions that you and your team will have to make in the coming  more...

Business Problem Solving Problem Solving Fundamentals ... In the simulation at the end of this unit, you will meet with Icon's Senior Product Manager, Roger McAllister. Through a series of pointed questions, Roger will take you through the reasons why there is such a strong need for effective problem solving at the organizational level. In addition, he will help you determine how best to understand a particular problem and the steps you need to  more...

Six Sigma Managing Six Sigma Projects ... In the simulation at the end of this unit, you will meet with Stephen Johnson, a Product Manager with Icon International, to discuss his concerns about the proposed quality changes to his department. You will then meet with Maggie Roberts, Vice President of Products and Services, and Bruce Madison, Director of Information Services, to discuss creating an internal support network. Unit  more...

Business Problem Solving Critical Thinking Info Analysis ...erviews designed to test his or her competencies. In this meeting, Dean Kramer will ask you a number of questions designed to test your knowledge and understanding of problem solving. Unit 2: Quantitative Analysis (0.5 - 1 hour) Identify the steps for creating a trend and pattern analysis. Identify quantitative analysis techniques.  more...

Goal Setting Organizational Goal Setting ... In the simulation at the end of this unit, you will meet with Graphic Artists, Bob Carter, Jeff Harris and Sydney Morrison, to discuss new targets for the coming year. You will also break the goals down into action items. Unit 2: Goal Setting as an Organization (0.5 - 1 hour) Classify a goal by its time frame. Sequence the steps for  more...

Delegation Understanding Delegation ...view: In the simulation at the end of this unit, you will meet with Anna Strzelecki, Marketing Manager at Icon International, and Ronald Spear, Marketing Assistant. You are the Brand Manager in Icon's Marketing department, but there have been a number of complaints lately about your work. Anna wants to work with you to help you to delegate more effectively. Unit 2: Matching Tasks to Delegates  more...

Delegation The Delegation Process ...view: In the simulation at the end of this unit, you will meet with Anna Strzelecki, Marketing Manager at Icon International. You have been looking at ways to analyze tasks and appoint delegates. Anna has offered to test you on these areas before you put them into practice. Unit 2: Briefing (0.5 - 1 hour) Identify guidelines for preparing a brief.  more...

Delegation Monitoring Evaluating Results ...view: In the simulation at the end of this unit, you will meet with Matthew Stevenson, Marketing Assistant with Icon International. Matthew has requested more responsibilities concerning the release of Icon's new phone product in addition to his current tasks. You will identify whether you should trust Matthew with this responsibility, determine Matthew 's needs, and sequence the steps of the  more...

Employee Performance Managing Difficult People ...ehavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and meet the release date for a new product. Learn To Address difficult personality types.  more...

Value Chain Management Elements of the Value Chain ... In the simulation at the end of this unit, you will meet with Scott Fletcher, Logistics Manager, to discuss reasons for adopting a value chain model, the differences between the value chain and the supply chain, and the key aspects of value chain management. Scott will also ask you questions about the organizational activities that create value. Unit 2: Value Chain Elements: Ensuring  more...

Employee Performance Providing Feedback ...view: In this simulation, you will meet with John Cunningham, one of Icon International's Human Resources Assistants, to explore the benefits providing constructive feedback. Unit 2: The Processes for Providing Feedback (0.5 - 1 hour) Provide feedback to teams in an appropriate manner. Follow the process for providing  more...

Employee Performance Resolving Conflict ...ities affect a conflict situation. Meet each party's needs effectively. Select a course of action. Simulation Overview: In this simulation, two of your employees are responsible for establishing a new Consumer Support System. The telephone service was supposed to be installed three days ago, but is  more...

Essentials of Management Negotiating Skills ... Simulation Overview: In this simulation you will be meeting with a sales representative from a leading provider of computer software. You want to establish a relationship with their company and negotiate a short-term agreement for the installation and customization of software. Unit 3: Mutually Beneficial Negotiating (0.5 - 1 hour) Counteract strong emotions.  more...

Essentials of Management Succeeding as a New Manager ...s. Conduct a successful first meeting with employees. Follow five guidelines for earning respect from your employees. Respond appropriately to individuals who question your authority. Follow six guidelines that will help you communicate with your employees. Audience Individuals  more...

Essentials of Management Creating a Positive Workplace ...help an organization succeed. Meet the needs of employees in order to motivate them to behave positively. Effectively address specific negative attitude types. Use the ADDRESS acronym for dealing with any negative attitude type. Incorporate fun tactics into a workplace. Audience  more...

Value Chain Management Managing a Value Chain ...een chosen specifically to implement this change. You are meeting Keith Collins to make sure you have a good understanding of how to analyze costs, analyze your competitors, and create buyer value. Unit 2: Maximizing Collaboration (0.5 - 1 hour) Identify goals of collaboration in the value chain. Recognize types of relationships between business  more...

Essentials of Management Maintaining a Productive Workplace ...view: In this simulation, you will meet with Carla Jackson, one of Icon's Human Resources Assistants, to discuss productivity. Through your questions, you will learn how to measure productivity, the two factors that influence productivity, and ways to maintain a productive workforce. Unit 2: Identifying Ways to Improve Productivity (0.5 - 1 hour)  more...

Value Chain Management Managing the Transition to a Value Chain ... In the simulation at the end of this unit, you will meet with Kathy Edwards, Regional Marketing Manager, and Keith Collins, Marketing Assistant at Icon International. You are about to be appointed Area Sales Manager for Icon's sales team. Icon is about to merge with an IT company, ITWare, which has its own software sales team. As Area Sales Manager, you will need to convince management  more...

Change Management Managing Change ... you develop the skills to proactively address change and meet the challenges of transition in the workplace. You will practice your skills as you work with various employees to overcome the problems encountered when making changes in your organization. Learn To Identify the different levels of change. Develop the traits of a change  more...

Change Management Adapting to Change ...view: In this simulation, you will meet with Carla Jackson, one of Icon International's Human Resources Assistants. You will discuss the truths about change, the difference between change and transition, and the transition process. Unit 2: Responding to Change (0.5 - 1 hour) Identify four factors that affect your response to change.  more...

Facilitation The Effective Facilitator ...racteristics and responsibilities of facilitators in team meeting situations. In addition, they will learn the verbal and nonverbal strategies a facilitator can use to ensure full participation among team members and how to properly ask questions, offer feedback, and record information. Learn To Differentiate between facilitation and leadership.  more...

Facilitation The Facilitation Process ...are for a facilitation, the most effective way to guide a meeting, and the best way to achieve sustainable results. Specifically, they will learn how to assess a team's situation and needs, how to apply structural tools to make a meeting successful, and how to ensure that every team member participates. Learn To Apply strategies to help teams move from divergent  more...

Total Quality Management Fundamentals ...view: In this simulation, you will meet with Don Hamilton, Regional Vice President of Sales at Icon International. You are a consultant hired to study the effects of the recent loss of sales, and you have worked with Don on previous occasions. Don has called this meeting to make sure that you do not say anything that disagrees with his policies. He also wants to ensure  more...

Facilitation Facilitating Challenging Situations ...view: In this simulation, you will meet with Janet Porter, Icon's Director of Business Development. Janet has a substantial amount of experience with facilitation that she would like to pass on to you during this conversation. Through your questions, you will learn the sources of conflict in a team setting, the benefits of conflict, how to tell the difference between a  more...

Correcting Performance Problems Identifying Performance Problems ...In addition, you will learn guidelines to follow when you meet with employees who have performance problems. Learn To Approach an employee with whom you need to address an attendance problem. Determine the severity of an attendance problem. Determine the severity of an employee's achievement problem.  more...

Correcting Performance Problems Addressing Performance Problems ...w: In this simulation, you will be meeting with Robin Carlson, an account executive for Icon. After meeting several of Robin's customers at a recent tradeshow, you learned that they were unaware of improvements being made to Icon's Uninterrupted Power Source (UPS) products. Keeping existing and prospective customers informed of new features are part of Robin's  more...

Correcting Performance Problems Disciplining Employees ...learn guidelines for conducting an effective disciplinary meeting and how to determine whether you have sufficient cause and evidence to discipline an employee. You will also learn how to prepare for disciplinary action and how to determine whether you need a witness present for a disciplinary meeting. In addition, you will learn the proper way to document and use information about an  more...

Managing Performance The Performance Appraisal Process ...ncorporate self-evaluations into the appraisal process by meeting with an employee. Gather feedback about an employee's performance. Lead an appraisal discussion, given a nine-step process. During an appraisal discussion, follow the guidelines for active listening. Given a eight-step  more...

Managing Performance Overcoming Performance Appraisal Challenges ... encourage regular communication, how to conduct a status meeting, and how to document ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition, you will learn about the laws governing the appraisal process, so you can reduce the risk of legal challenge. Learn To Given  more...

Managing the Expert Understanding Experts ... setting career goals, and leading performance evaluation meetings with experts. Learn To Assess an expert's skills. Identify the most appropriate method for recruiting an expert in a given situation. Help an expert overcome burnout. Identify the steps for setting an effective  more...

ISO 9001 2000 Overview of Standards ...w: In this simulation, you will be meeting Carla Jackson, a Director of Quality Assurance with Icon international, to discuss the benefits and the different standards of ISO, key principles and the steps in the process of a Quality Management System (QMS). Carla will be asking you questions to assess your knowledge of these areas. Unit 2: Preparing for ISO 9000: 2000  more...

Managing the Expert Developing a Successful Environment ...view: In this simulation, you will meet with Barbara Banman, a Results Coach with ELANEX Life strategies. Barbara was retained by Icon to personally coach Icon's top level executives, whom she has met with on a bi-weekly basis for the past two and a half years. As the VP of Human Resources, you have had a rather hands-off strategy in managing Barbara. However, due to the  more...

Managing the Expert Managing the Unique Needs of Experts ...e Internet. In the first part of the simulation, you will meet Bruce and follow the guidelines for treating Bruce with professionalism. Your meeting will be brief because you are leaving for a two-week vacation later that day. In the second part of this simulation, you will meet with Bruce again three months later. You have been receiving e-mails from Bruce's co-workers complaining of his prima  more...

Coaching Building Relationships ...view: In this simulation, you will meet with Marcus D'Angelo and Nancy Hurst, two Software Marketing Department Supervisors. You need to coach them to work more effectively with employees from other departments within their division. To do this, you will need to establish relationships with the employees, effectively communicate expectations and feedback to them, and  more...

Coaching Applying the Coaching Process ...view: In this simulation, you will meet with Lance Helms, a recently promoted Systems Integrator. Lance is responsible for maintaining the network of one of Icon's largest and most demanding clients, who is ready for a major network upgrade. You need to mentor Lance and build a coach/employee relationship, which will help him handle the upgrade. Unit 2: Establish  more...

Business Ethics Ethical Decision Making ...view: In this simulation, you will meet with Trina Hansen, a recently hired Account Executive. Being new to the company, Trina is unsure of certain procedures at Icon. She believes that several of her co-workers have been taking office supplies and equipment home. She realizes that theft is wrong, but is unsure of her ethical responsibility. She is tempted to report the  more...

Business Ethics Managerial Business Ethics ...view: In this simulation, you will meet with Caroline Harris, a District Sales Manager, and Maggie Roberts, a Senior Account Executive, to discuss hiring options for an open Senior Account Executive position. One candidate for the position, Jeff Rayburn, is currently employed with Icon's biggest competitor. Jeff has promised to bring a number of key accounts to Icon if he  more...

Business Ethics Organizational Ethics ... Icon's Computer Hardware and Software division, you will meet with Customer Service Manager, Deborah Cowan, Marketing Director, John Cunningham, and Product Manager, Terry Jones, to discuss a production-related ethical dilemma. Icon has been advertising an introductory special on a personal computer scheduled to be available to consumers in time for the holiday sales rush. Due to recent delays  more...

Negotiating Preparing for a Negotiation ...view: In this simulation, you will meet with Susan Cole, one of Icon's Budget Accountants, and Terrence Martin, the Network Engineer assigned to your team. The three of you will be preparing for an upcoming negotiation with Empire Financial. You are taking over the head negotiating role for Caroline Harris, who has been promoted to Vice President of Sales. Since Empire is  more...

Negotiating The Negotiation Process ...view: In this simulation, you will meet with Maggie Roberts, the Vice President of Software Development. Maggie has called this meeting to discuss the budget for the upcoming fiscal year. You are the product manager of one of Icon's most successful and highest rated software lines. Both you and Maggie realize that the only way to continue making your software successful  more...

Operations Management Operations Components ...view: In this simulation, you will meet with Steve Tomlin, a Vice President of Operations at Icon. You are a candidate for a position as an Operations Manager for a new and innovative product. Steve's goal is to test your knowledge and determine if you're qualified for such an important position. Including you, there are three finalists for the position. With an excellent  more...

Managing Generations in the Workplace Recruitment Retention ...view: In this simulation, you will meet with John Cunningham, Human Resources Assistant with Icon International. You are a new recruit in Icon a a s Human Resources department and he will be meeting with you as part of the orienting process. He will specifically test your understanding of generations in the workplace. Unit 2: Retaining the Generations (1 - 2 hours)  more...

Managing Change Implementing the Change Process ...er. Simulation Overview: You will meet with two Team Leaders to discuss the new Customer Care Advocacy Program (CCAP) for Icon a a s Database Management Division. Your goal during this meeting is to effectively communicate the need for the new customer service program as well as gain support from the team leaders. Unit 2: The Change Vision (0.5 - 1.5 hours)  more...

Managing Change Overcoming Change Obstacles ...ng. Simulation Overview: You will meet with the District Sales Manager at Icon International. Through her questions and your answers, you will gain a better understanding of the obstacles to change. Unit 2: Creating a Change Environment (0.5 - 1.5 hours) Identify why you need to approach change creatively. Identify  more...

Managing Change Managing Yourself Through Change ...on. Simulation Overview: You will meet with Icon International a a s District Sales Manager, the Director of Finance, and a Product Manager. Your goal during this meeting is to discuss upcoming changes to Icon a a s product lines as well as map out a transition process for these changes. Unit 2: Coping with Uncertainty (0.5 - 1.5 hours)  more...

Managing High Performers Defining Finding High Performers ...y high performers and, having recruited them, monitor and meet their needs. High performers must be motivated, and this course includes practical guidelines for establishing trust and building rapport with them. It also offers advice on how to successfully recruit high performers. Learn To To identify attributes of high performers.  more...