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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...

Directing Others ...g others, and the practices you should employ in order to meet those responsibilities, will lead to you fulfilling your duties and realizing the potential of your entire team. This course provides information on the key proficiencies you require to effectively direct others. Specifically, the steps for setting direction and establishing clear objectives and goals with your direct reports are  more...

Developing Your Direct Reports ...o empowering them and providing opportunities for them to meet their own professional development objectives. This course provides an overview of the importance and benefits of developing your direct reports as a manager, and tactical strategies for doing so. Specifically, this involves an examination of the steps required to assess the development needs of your employees by differentiating  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...

Recruiting Talent ...lent management strategy: attracting the talent needed to meet the company's needs, and using innovative recruiting techniques to find the right people. Learners will explore how to consider the needs of the organization balanced against the expectations and needs of the potential employees who comprise the talent market. The talent market consists of a cross-section of potential employees that  more...

Sustaining Improvements Gains from Six Sigma Projects ...ther the implemented process improvement will continue to meet intended results, thus contributing to the overall and ongoing success of the organization. This course will explore the importance of utilizing lessons learned from a Six Sigma project, and the role of training and documentation in sustaining support for Six Sigma improvements. Specifically, it will explore the use of a postmortem  more...

Using Voice of the Customer in Six Sigma ...apture requirements and feedback from the customer and to meet their requirements. Voice of the customer is a critical input at every stage of the Six Sigma DMAIC (Define, Measure, Analyze, Improve, and Control) process, particularly at the Define stage. At this stage, critical customer requirements are collected, measured, and translated into actionable goals using a number of tools. Using VOC  more...

Designing and Planning Experiments in Six Sigma Designing and Planning Experiments in Six Sigma ASQ Six Sigma Black Belt (SSBB) Six Sigma teams concluding the Analyze phase with a well-understood problem strive in the Improve phase to generate a well-designed solution. Design of experiments (DOE) is a controlled approach to experimentation that enables teams to systematically change the level of one or more input factors and observe the  more...

Conducting Experiments and Analyzing Results in Six Sigma ...fter determining what and how much needs to be changed to meet the desired improvement, teams generate solution ideas based on the best combination of input variables' settings 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  more...

Managing Six Sigma Team Performance ... Black Belts are called upon to select the right tools to meet various team conditions and objectives. And Black Belts share yet another responsibility throughout a team's tenure: evaluating team performance and rewarding its contributions to the organization. This course explores several team management strategies for Black Belts who seek to improve the operation and performance of their Six  more...

Process Capability for Six Sigma ...nizations must determine whether their existing processes meet the targets and specifications demanded by the business, or by the customer. Measuring and analyzing the capability and performance of a process under review enables organizations to numerically represent and interpret its current state, and to report its sigma level. When done correctly, process capability analyses enable Black  more...

Measuring Process Capability and Performance in Six Sigma ...ASQ Six Sigma Green Belt (SSGB) Businesses exist to 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  more...

Establishing Team Goals and Responsibilities Establishing Team Goals and Responsibilities All individuals have strengths that allow them to achieve goals consistently and successfully. In a team setting, those individual strengths can combine to lead the whole team to success, or they can create conflict and tension. To harness individual strengths and personalities, you need solid ground rules for the team. You also need to allocate  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...

Bloodborne Pathogen Awarenss ...aining session. Employers may use a variety of methods to meet the intent of the standard. As an example, OSHA has previously stated that an employer can meet OSHA's requirement for trainees to have direct access to a qualified trainer by providing a telephone hotline. This course was developed with subject matter support provided by EnSafe Inc., a global professional services company focusing  more...

Project Data Management and Performance Project Data Management and Performance Microsoft Project managers often share Project 2007 data with other applications, such as Microsoft Excel and Microsoft Outlook. When importing and exporting information in this way, the information must first be sorted, filtered, and grouped to customize the information's appearance. Information also needs to be timely actual work performed, actual  more...

Advanced Customization with MS Project 2007 Advanced Customization with MS Project 2007 Microsoft With Microsoft Office Project 2007, project managers can define how project data is recorded, reported, and displayed, using customizable, built-in templates. They can also customize the interface by adding or removing tools from the application s default toolbars. And before project data is distributed, a project manager can format  more...

Managing a Customer Focused Department Simulation ...rvice manager, it's your job to help your representatives meet this demand. The Managing a Customer-focused Department Simulation is designed to help managers, supervisors, and team leaders motivate, manage, and support customer service staff. Over the course of the simulation, participants will practice a series of customer service management skills, encompassing the objectives of delivering  more...

Independent Contractors Temporary Employees ...y companies are hiring contract or temporary employees to meet their changing staffing needs. Before hiring an independent contractor or temporary employee--also referred to as a contingency worker--companies should be aware of the costs involved along with the relevant legal and taxation issues. It is important that both parties have a clear understanding of the terms of their agreement with  more...

Processes for Managing Project Communications ...-date information that has been processed and tailored to meet their needs. There are three critical processes that a project manager uses to meet stakeholders' information needs and keep the project progressing well: Distribute Information, Manage Stakeholder Expectations, and Report Performance. These processes ensure all project stakeholders have the information they need at the right time  more...

Estimating and Budgeting Project Costs ...precisely forecast how much that work is going to cost to meet the project goal. This course provides an overview of estimating and budgeting project costs in the Project Cost Management knowledge area, and introduces best practices outlined in A Guide to the Project Management Body of Knowledge (PMBOK Guide) - Fourth Edition, published by the Project Management Institute (PMI ). Specifically,  more...

Planning Project Human Resources ...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. While selecting the right team to do the work is critical to project success, it doesn't stop there. Good project managers know how to create the right type of  more...

IATA 5 Limitations and Shipment Review ...ls Regulations (HMR). This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to: identify the requirements placed on a shipper by the Department of  more...

IATA 3 Packaging ...aterials Regulations. This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to: recognize the general packing requirements and the conditions normal  more...

IATA 4 Documentation ...ods and Air Waybill). This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to: identify the necessary components on the Shipper's Declaration for  more...

IATA 2 Marking and Labeling ...ts everyone's safety. This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to: recognize package specification markings and package use markings,  more...

IATA 1 Hazard Class Identification Classification ...ct everyone's safety. This training course may be used to meet the requirements for general awareness/familiarization training. Your employer will provide additional function-specific training. The content in this course is designed to comply with the intent of the applicable regulatory requirements. Learner objectives are to: define terms associated with air transportation of dangerous goods,  more...

DOT 4 Loading and Storage DOT 4: Loading and Storage This one-hour training course will introduce the requirements of the Department of Transportation's Hazardous Materials Regulations, including the interpretation of the segregation table, general guidelines for shipping papers, loading and unloading HAZMAT, and incident reporting requirements. The proper identification, preparation, and transportation of hazardous  more...

DOT 3 Shipping Papers ...ct everyone's safety. This training course may be used to meet the requirements for general awareness/familiarization training. Additional function-specific training will be provided by your employer. Learner objectives are to: list the four components of the basic description of hazardous material, describe general information included on a shipping paper, identify methods to distinguish  more...

DOT 2 Packaging and Labeling ...ts everyone's safety. This training course may be used to meet the requirements for general awareness/familiarization training. Additional function-specific training will be provided by your employer. Learner objectives are to: list packaging requirements and practices to ensure safe transport, identify appropriate labeling requirements for the safe transportation of hazardous materials,  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...

Planning Business Analysis Communication Monitoring ...ivities in order to successfully deliver requirements and meet project goals. But what about planning and managing how these business analysis activities are actually performed? A proposed structure and schedule for communications, a requirements management plan, and a clear plan to ensure business analysis activities are executed as efficiently as possible are all key elements of successful  more...

Customer Service in the Field ...on when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer  more...

Shaping the Direction of Customer Service in Your Organization Shaping the Direction of Customer Service in Your Organization There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations and specifically customer service leaders to add value to a customer's experience by creating and implementing strong, clearly-defined  more...

DOT 1 Hazardous Materials Table DOT 1: Hazardous Materials Table This training course will introduce the requirements of the Department of Transportation's Hazardous Materials Regulations, including definitions, an introduction to the nine Hazard Classes, and the HAZMAT Table. The proper identification, preparation, and transportation of hazardous materials impact everyone's safety. This training course may be used to meet  more...

Cisco CVOICE 8 0 Cisco Unified Communication Manager ...ions features that are commonly used by business users to meet the voice and video communications requirements of the small or medium-sized office. Cisco Unified Communications Manager Express allows the deployment of a cost-effective, highly-reliable communications system using a single device with Cisco IOS Software. This course introduces the key features and functionality of Cisco Unified  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...

Business Ethics for Managers 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  more...

Taking Control of Your Stress ...between the demands placed upon them and their ability to meet those demands, which, over a period of time, leads to ill-health.' Are you constantly adding items to your to-do list and it seems like your list never shrinks? Are you feeling overwhelmed at work and at home? Are you afraid that stress is starting to negatively impact your health and relationships? Stress is produced by your own  more...

Planning and Prioritizing Your Time Planning and Prioritizing Your Time Managing time effectively entails analyzing your goals, breaking those goals into tasks, and then prioritizing those tasks. This isn't always easy or clear cut, given the number of tasks you may need to complete. But if you set clear and measurable goals and then develop an effective to-do list, you'll find prioritizing your many tasks is easier. And, in  more...

Communicating Effectively with Project Stakeholders Simulation ...-date information that has been processed and tailored to meet their needs. While mastering the technical aspects of project management is essential, it is not enough to ensure success. The Communicating Effectively with Project Stakeholders Simulation is designed to provide opportunities to practice the communication skills required to effectively manage project stakeholders. This simulation  more...

Sales Manufacturing TM Identifying Sales Opportunities 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  more...

Program Life Cycle and Benefits Management ... to satisfy the strategic goals that your program aims to meet. This course describes the program life cycle, including why it's important to organize programs into phases, the key distinctions between program and project life cycles, and how program benefits and governance are managed across the life cycle. Also covered are the activities carried out in each phase of the program life cycle,  more...

ITIL reg V3 Overview Creating a Service Culture ...d systems while maintaining and improving your ability to meet customer demands and further develop business success? This course provides an introduction to ITIL V3, and covers the ITIL V3 fundamentals. Specifically, what ITIL V3 is, the history of ITIL V3, the benefits of ITIL V3, and the importance of aligning IT with business. This course also introduces key aspects of implementing ITIL V3  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...

Supervisor Manager Sexual Harassment Awareness Multi-State Edition ...training on sexual harassment. This course is designed to meet that requirement and therefore takes two hours to complete. To ensure that you spend adequate time in this course, please be sure to complete every section. If you follow along with the audio feature of the course, you will meet the two-hour requirement. Please note that you do not have to complete the entire course at one time; you  more...

Communication Skills and Project Management ...gies and how these affect international communication. To meet an improvement project's specified goals and objectives, a manager must also effectively plan, estimate, and monitor the progress of the project and know what tools to apply. This course explores how communication takes place, and presents techniques and strategies for enhancing communication. It also examines how various  more...

Professional Networking Essentials Developing Confidence ...hemselves and establish a relationship with everyone they meet. Wouldn't it be great to have that kind of finesse with people and be able to network with ease? The reality is that while networking may seem intimidating or awkward at first, it's becoming a 'must have' for many in the modern professional environment. It requires confidence and sincerity. This course helps you develop that  more...

IT Project Management Essentials Testing Deliverables Closing IT Projects IT Project Management Essentials: Testing Deliverables & Closing IT Projects Because it's a significant point in an IT project, the closing phase has its own set of processes and activities. When a project manager carries out those activities and processes, he or she can demonstrate that the project goal has been met and provide the team with a sense of accomplishment. In addition, carrying  more...

Essential Skills for Admin Support Professionals--Simulation ...ill be tested on the objectives of working effectively to meet your boss's needs, executing common administrative support tasks, maintaining an effective relationship with your boss, and putting your best foot forward. The simulation Essential Skills for Administrative Support Professionals comprises three scenarios and is based on the SkillSoft Series "Administrative Professionals." Links are  more...

Selecting Suppliers Administering Contracts ...he purchasing process is to select the supplier that best meets your organization's purchase needs. To help with this part of the process, organizations develop supplier evaluation criteria and use tools designed to conduct a comprehensive and objective evaluation of suppliers. Once the supplier is chosen, the next step is to formalize the deal through a contract that outlines the terms of the  more...

Oracle Database 11g R2 Managing Database Memory Performance ...cludes the hardware and software infrastructure needed to meet your requirements. This course explores the database's memory structures, focusing on how to configure SGA parameters and how to implement Automatic Memory Management and Automatic Shared Memory Management, and how to configure automatic PGA memory management. This course also explains how to monitor the performance of sessions and  more...

Marketing Essentials Product and Price Marketing Essentials: Product and Price How do you know what kind of products and services you should be marketing? How do you develop successful products and services? How do you promote and sell them? In today's highly competitive marketplace, these considerations are more important than ever. This course focuses on the answers to these questions and provides key insight into the  more...

CompTIA Network 2009 Network Protocols ... Open Systems Interconnection (OSI) model was designed to meet this need. The OSI model is a set of communication standards, or protocols, that enable devices and applications to communicate with each other, regardless of their origin. These protocols are sets of formal rules that govern communication and allow developers to design applications or devices that can communicate with other  more...

First Time Manager Meeting Expectations ...Meeting Expectations One of the most exciting and challenging changes that comes with moving into a management role, is the need to take a more strategic view of the work you are doing. As a first-time manager, you have to develop a greater awareness of how your own work, and the work of those in your department, fits in with the organizational vision. You need to know what the  more...

The Cash Flow Statement ...or its survival. Cash flowing in to the organization must meet or exceed the cash flowing out to enable the organization to pay its debts and liabilities and meet its growth and day-to-day cash requirements. The Cash Flow Statement is a key financial statement that reports cash receipts, payments, and net change in cash resulting from operating, investing, and financing activities during a  more...

Information Security Program Development Metrics Implementation ...one properly, it will ensure that your company is able to meet its security objectives. This course examines the elements necessary for implementing and measuring the success of an information security program, assuming you have created a sound strategy and the resources necessary for program implementation are in place. This course looks at policy and standards compliance, training and  more...

VMware Datacenter Overview VMware Datacenter Overview VMware Virtual environments have gone past the single machine, and now can be created to represent entire corporate infrastructures, allowing for a much smaller hardware footprint, and thus saving companies a great deal of money. This course examines virtual infrastructures, and the evolution of the vSphere 4 environment and the products that are found in that  more...

VMware Server Overview VMware Server Overview VMware Virtualization allows multiple, resource-intensive applications to be run on one physical system. VMware ESX and VMware ESXi are bare-metal hypervisors, which can install directly on top of a physical server, sharing their resources with the host, and with each other. VMware Server is a hosted virtualization platform that can be installed like an application  more...

VMware Desktop Overview VMware Desktop Overview VMware Desktop operating systems are at the forefront of most offices today. VMware desktop virtualization technologies allow for multiple operating systems to be run on a single physical computer. Some examples of this would be Windows applications running on a Mac with VMware Fusion or several Windows and Linux applications running simultaneously on Windows or Linux  more...

The Aerospace Defense Industry Overview Version 1 The Aerospace & Defense Industry Overview: Version 1 The aerospace and defense sector is an international multi-billion dollar industry. Key stakeholders include aircraft and aircraft component manufacturers, civil and military avionics service providers, governments, and privately funded research and development organizations. These organizations deliver aircraft and their components, as  more...

The Capital Markets Industry Overview Version 1 The Capital Markets Industry Overview: Version 1 The capital markets industry is an exciting, fast-paced, and volatile industry. Comprised of investment banks, securities firms, and a variety of other stakeholders, the industry helps companies and governments raise long-term funds on the capital markets. The industry participants deliver various services to their clients, such as  more...

The Broadcasting Entertainment Industry Overview Version 1 The Broadcasting & Entertainment Industry Overview: Version 1 The Broadcasting & Entertainment Industry is tasked with engaging its consumers with new and traditional forms of entertainment. The industry players deliver films, television programs, music, radio programs, electronic media, books, news, and an ever expanding array of entertainment products. It provides its customers throughout  more...

The Banking Industry Overview Version 3 ...ted with the banking industry, and strategies employed to meet some of those challenges. It identifies the main sectors of the banking industry and its business drivers, and reviews the key aspects of the industry business model, its competitive environment and the current trends in the industry. Finally, this course outlines some key challenges that this industry is facing and presents common  more...

The Utilities Industry Overview Version 1 ...technologies to succeed. The utilities industry must also meet growing customer demands for its services, find sustainable sources of green energy, and control its business costs, while, at the same time, funding major projects for the future. Utilities companies are dedicated to solving these challenges by incorporating technological advances, using renewable resources, preserving capital, and  more...

The Retail Industry Overview Version 3 ...ated with the retail industry, and strategies employed to meet some of those challenges. It will identify the main sectors of the retail industry and its business drivers, and review the key aspects of the industry business model, its competitive environment and the current trends in the industry. Finally this course outlines some key challenges that this industry is facing and presents common  more...

The Education Industry Overview Version 1 The Education Industry Overview: Version 1 The education industry provides its students with the knowledge and skills to adapt to a continually changing working world. The industry consists of an expanding array of organizations that seek to provide lifelong learning to its customers. These organizations include traditional colleges and universities as well as companies focused on training  more...

The Telecommunications Industry Overview Version 3 ...e telecommunications industry, and strategies employed to meet some of those challenges. It identifies the main sectors of the Telecommunications Industry and its business drivers, and reviews the key aspects of the industry business model, its competitive environment and the current trends in the industry. Finally, this course outlines some key challenges that this industry is facing and  more...

The Insurance Industry Overview Version 3 The Insurance Industry Overview: Version 3 Comprised of a variety of stakeholders, the Insurance industry provides products and services that are designed to protect businesses and individuals from risks. The industry players deliver risk coverage, while attempting to manage their own risks in an environment that is subject to regulatory requirements, competitive forces, margin pressures,  more...

The Federal Government Industry Overview Version 3 ...e federal government industry, and strategies employed to meet some of those challenges. It will identify the main sectors of the federal government industry and its business drivers, and review the key aspects of the federal government business model, its competitive environment, and the current trends in government services. Finally, this course outlines some key challenges that this industry  more...

The Information Technology Industry Overview Version 3 ...formation technology industry, and strategies employed to meet some of those challenges. It will identify the main sectors of the information technology industry and its business drivers, and review the key aspects of the industry business model, its competitive environment and the current trends in the industry. Finally this course outlines some key challenges that this industry is facing and  more...

Managing for Rapid Change Uncertainty Managing for Rapid Change & Uncertainty In an ever-changing business environment, organizations globally are faced with the challenges of having to reinvent themselves or face failure. This course examines the factors driving organizational change and shows how you can use a change management strategy to mitigate any potentially negative impact in your organization. It helps you prepare  more...

Customer Driven Process Improvement Identifying Customer Needs ... understanding of their customers' requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It explains how to define your customers in  more...

Customer Driven Process Improvement Analyzing Process Problems ...s, especially if it affects the organization's ability to meet customers' requirements. By identifying problems and unearthing their causes, you can pinpoint the changes necessary for resolving the problem and improving the process. This course describes how to identify process problems by doing a gap analysis. It also explains the importance of analyzing the causes of process problems. And it  more...

Sales Team Management Simulation Sales Team Management: Simulation During the course of this simulation, you will assume the responsibilities of a sales manager for Upper Crust Delectables--a thriving business that distributes gourmet baked goods to hotels and restaurants nationwide. Management has found a high degree of success with its sales force by employing a team approach, and you, a longtime employee of the company,  more...

Sales Communication Techniques Simulation ...ed Care Group, a large health insurance company. You will meet with four different buyers from Medico and each will require you to adapt to a different communication style. Also, you will need to tailor your sales message depending on the type of buyer with whom you are speaking. If you are able to successfully communicate your sales message to all of the buyers, you will make the sale This  more...

Configuring Web Service Protocols in Windows Server 2008 ...ication configurations that ensure a level of security to meet your company standards. This course is one in a series that covers the objectives for Microsoft exam 70-643: Windows Server 2008 Applications Infrastructure, Configuring. Passing this exam completes the requirements for the MCTS: Windows Server 2008 Applications Infrastructure, Configuration certification, and counts as credit  more...

IFRS Introduction Conceptual Framework ...rnational Financial Reporting Standards) was developed to meet this need. This course gives the learner a well-rounded understanding about IFRS and its purposes. It distinguishes between IFRS and generally accepted accounting principles (GAAP), and it explains the convergence between the two accounting systems. It also presents the conceptual framework for IFRS. This framework is used as a  more...

IFRS Standards for Financial Statements Their Items IFRS: Standards for Financial Statements & Their Items This course introduces the objectives of some key standards from the IFRS along with their scope and key business implications. Where they apply, it examines differences with GAAP and the implications of switching from the GAAP to the IFRS system. The course also addresses standards relating to the presentation of financial statements,  more...

Advanced Customization in Excel 2007 ... Existing templates, themes, and styles can be altered to meet business needs, or you can create custom templates, themes, and styles to further enhance data presentation. Using macros, you can automate common or repetitive tasks, resulting in time savings and increased efficiency in day-to-day tasks. This course covers creating templates in Excel 2007, as well as customizing workbook  more...

Protecting and Sharing Excel 2007 Workbooks ...ultaneous access to common spreadsheets and workbooks. To meet these demands without affecting efficiency, a number of review, security, and collaboration features are available in Excel 2007. Workbooks, worksheets, and specific data within worksheets, can be protected, enabling only those with access to view or make changes to them. Workbooks can be shared so that multiple people can access  more...

Creating Custom Slide Shows in PowerPoint 2007 Creating Custom Slide Shows in PowerPoint 2007 Microsoft With PowerPoint 2007, creating customized slide shows has never been easier. This course shows you how to create custom slide shows that meet your differing audiences' needs. You will learn how to create self-running presentations, how to annotate your presentation while it's running, and how to use Presenter View so that you see one  more...

Customizing Outlook 2007 and Using the Journal Customizing Outlook 2007 and Using the Journal Microsoft Microsoft Outlook 2007 is highly customizable. You can tailor the interface by selecting views or modifying them to suit your needs. Using a timeline you can track items, such as e-mail or phone conversations, within Outlook itself and also externally. In addition, Outlook allows you to configure and customize multiple e-mail accounts  more...

Working with SharePoint Calendars and Forms in Outlook 2007 Working with SharePoint, Calendars, and Forms in Outlook 2007 Microsoft Microsoft Outlook 2007 enables you to collaborate with others by using a SharePoint site to share information such as contacts and calendars. From within Outlook 2007 you can open, edit, and update SharePoint files, as well as update and add items to calendars on the SharePoint site. With Outlook 2007 you can easily  more...

Advanced Data Management in Access 2007 ...enhancing tables, reports, queries, and forms in order to meet your business needs. This course explains and demonstrates retrieving and validating data, using subforms and subreports, as well as applying conditional formatting in Access 2007 tables, forms, and reports. Advanced query methods make it easy for an experienced end-user to retrieve the results they desire and to have those results  more...

Creating Implementing Database Objects in SQL Server 2008 ...data. In order to configure a SQL Server 2008 database to meet business requirements, administrators and developers must fully understand how to design, create, and configure these database objects. These objects include tables for storing data in the database, views to allow access to the data within specific tables, and indexes to optimize the performance of the database for data retrieval.  more...

Operations Management Forecasting Capacity Planning ...s determine the supply of products and services needed to meet customer demand. When the supply requirements are known, an organization can focus on ensuring the availability of appropriate levels of material, workforce, facilities, and financial resources to produce the desired products and services. Any adjustments to the overall capacity of operations are made based on long-range customer  more...

Operations Management Operations Scheduling ... facilities - to produce the goods and services needed to meet forecasted customer demand. Two important activities within the scheduling function are loading and sequencing. Loading means assigning production-related work to appropriate organizational resources. Sequencing establishes the order for performing the work needed to meet production priorities and targets. These scheduling  more...

Operations Management Management of Quality ...and control quality to achieve performance objectives and meet organizational goals. This course helps learners gain a basic understanding of quality and its management in a service or manufacturing organization. The course introduces key quality performance objectives and their measures and identifies some quality management principles and how they help organizations achieve their  more...

The Oil and Gas Industry Overview Version 3 ...with the oil and gas industry, and strategies employed to meet some of those challenges. The course will identify the main sectors of the oil and gas industry and its business drivers, and review the key aspects of the industry business model, its competitive environment, and the current trends in the industry. Finally, this course outlines some key challenges that the oil and gas industry  more...

The Pharmaceutical Industry Overview Version 3 ...h the pharmaceutical industry, and strategies employed to meet some of those challenges. It will identify the main sectors of the pharmaceutical industry and its business drivers, and review the key aspects of the industry business model, its competitive environment, and the current trends in the industry. Finally this course outlines some key challenges that this industry is facing and  more...

The Food Beverage Industry Overview Version 3 The Food & Beverage Industry Overview: Version 3 The Food and Beverage Industry encompasses the production, processing, distribution, and sale of food and beverages to consumers. The industry is made up of a wide range of organizations from farmers who produce the raw material, to companies who process and package branded products, to retailers who supply food and beverages to their  more...

Developing a Customer-Focused Sales Approach ...and other internal considerations that do not effectively meet the needs of their customers. But wouldn't placing the customer at the center of the equation generate better results? The short answer is yes. A customer-focused sales approach is structured around the customer's decision-making process and unique needs. But how do you know what these really are? What keeps customers up at night  more...

Meeting the Needs of Your Experts ...Meeting the Needs of Your Experts As a manager, you'll often find yourself managing people with knowledge, skills, and expertise you don't have, in areas you're unfamiliar with. The amount of information that managers process on a daily basis requires them to know a little about a lot. However, they have to rely heavily on their experts for the in-depth knowledge needed to meet goals and  more...

HR as Business Partner Managing Talent for Organizational Success HR as Business Partner: Managing Talent for Organizational Success An organization's talent is the key to its success, and HR is perfectly positioned to contribute to that success by optimizing the workforce and engaging employees to use their knowledge, skills, and abilities to support the organization's goals and objectives. This course covers ways in which transformational HR can direct  more...

Managing Effective Business Meetings ...Meetings Ineffective meetings can waste time, veer off course, and fail to meet objectives. But with the right techniques, you can lead productive meetings that achieve their goals and leave participants with a sense of satisfaction and accomplishment. Whether regular, recurring, or set up to achieve a special task, all meetings follow a core process: from opening on a positive note,  more...

ITIL reg 2011 Edition Overview Creating a Service Culture ...d systems while maintaining and improving your ability to meet customer demands and further develop business success? This course provides an introduction to ITIL , and covers the ITIL fundamentals. Specifically, what ITIL is, the history of ITIL , the benefits of ITIL , and the importance of aligning IT with business. This course also introduces key aspects of implementing ITIL in your  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...

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 will contact the instructor who will guide them on all course procedures. Students may  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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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  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...

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...

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  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...

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...

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...

Complaints And Angry Customers ...h. And it equips participants with a process to help them meet the needs of the most challenging customer. This course can be completed as quickly as you care to. Student is given 90 day access. 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.  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...

Doing Business in China ...n everyday business, it ™s more and more common to 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  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...

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...

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...

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...

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...

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...

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  more...

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  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...

Doing Business in India ...n everyday business, it ™s more and more common to 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.  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...

Microsoft Exam 70-647: PRO: Windows Server 2008, Enterprise Administrator Certification Training Course ... infrastructure solutions based on Windows Server 2008 to meet varying business and technical requirements.1 year access is given for this course of study which allows its use as a handy desktop reference anytime, anywhere. Microsoft Exam 70-647: PRO: Windows Server 2008, Enterprise Administrator Certification Training Course The 70-647 PRO Windows Server 2008, Enterprise Administrator  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...

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...

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...

HIPAA Evaluating the Impact of the Privacy Rule Employees and managers need to become more aware of the information they disclose about employees and who receives it. HIPAA applies to health information in all formats--including electronic transfers, documents, and spoken communications. Managers and staff will need to use new forms to track the way they use and disclose confidential information, and they'll need to implement changes at the  more...

Essential Sills for Administrative Support Professionals Simulation ...ill be tested on the objectives of working effectively to meet your boss's needs, executing common administrative support tasks, maintaining an effective relationship with your boss, and putting your best foot forward. The simulation Essential Skills for Administrative Support Professionals comprises three scenarios and is based on the SkillSoft Series "Administrative Professionals." Links are  more...

Supervisor Manager Sexual Harassment Awareness ...ntain records indicating such. This course is designed to meet that requirement and therefore takes two hours to complete. To ensure that you spend adequate time in this course, please be sure to complete every section. If you follow along with the audio feature of the course, you will meet the two-hour requirement. Please note that you do not have to complete the entire course at one time; you  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...

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...

NetWare 5 Advanced Administration - Part 5 ...s. 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  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  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...

NetWare 5 Advanced Administration - Part 5 ...s. 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  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...