Online Offers eLearning Training

Learn Authorware In 45 Days ...offers you an inexpensive why of learning how to develop multimedia programs using a very powerful authoring program called Authorware. You will need to purchase a textbook, which includes the Authorware program. The textbook guides you step by step through the development of several Authorware projects. The course length of time is based on the free usage of the 45 day trial version of  more...

Recognizing Employee Performance Course description -- Motivated employees dona t just happena they are the result of effective leadership. You will learn how to lay the groundwork for successfully recognizing employee performance, and find out how to identify the recognition methods that your organization offers. There are suggestions for powerful non-monetary rewards and ideas on how to use the job as a way to recognize and  more...

Pharmacy Technician National Certification Exam Preparation Course Would you like to become a Nationally Certified Pharmacy Technician (CPhT)? Take your career to the next level and get this credential. Many Pharmacy Technicians who become certified receive financial compensation and several states are even requiring Certification for employment. Keep your employment opportunities open and make the most of your career by becoming Certified. The Pharmacy  more...

Palm OS 4 0 Tips And Tricks This course offers tips to help students take full advantage of the many features the Palm Organizer offers them, and they will gain a better understanding of how they can use the Palm to organize their schedules.  more...

Palm Tips And Tricks This course offers tips to help students take full advantage of the many features the Palm organizer offers them.  more...

Pocket PC Tips And Tricks This course teaches students the basic features and functions of the Pocket PC and also provides tips to help students take full advantage of the many features the Pocket PC offers them.  more...

Word 97 Level 1 This course is designed to familiarize users with key introductory features of Word 97. Because there are so many tools that Microsoft Word offers in the world of word processing, this course will touch on the most basic and necessary of these tools.  more...

Executive-to-employee Communication Strategies Course description -- You might have the feeling that your employees are scared of you because of your position. As an executive who is concerned about your organization, it is up to you to gather feedback from your working level employees and to build trusting relationships throughout the organization. This course offers suggestions and techniques for building up the communication highway between  more...

Personal Effectiveness - Teamworking: Undertsanding Team Roles Where people are working together, two plus two can equal more than four. People can achieve more than they would on their own as part of a cohesive and effective team, capitalising on each other's skills, experience and strengths. But working together isn't always sweetness and light. This course will help you gain an insight into the typical roles that you and other team members adopt. You'll  more...

Diversity: What Employees Should Know In Diversity: What Employees Should Know, participants learn what diversity is and how it influences their relationships with others. They learn to differentiate between-and overcome-stereotyping, prejudice, and discrimination. They acquire the communication skills they need to build on the advantages that a diverse workplace offers.  more...

The Professional Teller: Providing Customer Service ...offers the student an overview of the customer service process and how it affects relationships with customers. The program also covers how to understand the needs of angry customers, as well as how to serve them using a process designed specifically for serving angry customers. In addition, the program instructs the student how to use verbal and nonverbal communication in order to calm angry  more...

The Professional Teller: Working with Money The Professional Teller: Working with Money offers the student an overview of the various features of money, the different forms of currency, and how money is packaged. The program also covers how to handle money by using the processes for paying and receiving cash. In addition, the program instructs the student how to organize and secure a drawer, as well as how to distinguish between real and  more...

The Professional Teller: Following Security Procedures ...offers the student an overview of internal and external security measure that banks take, what procedures the student should follow to ensure bank security, and what actions the student should take in response to angry or violent customers and/or suspicious activity. The program also covers the common types of crimes committed against banks, including robbery, kidnapping, and bomb threats, as  more...

The Professional Teller: Observing Government Regulations ...The Professional Teller: Observing Government Regulations offers the student an overview of the Expedited Funds Availability Act, or Regulation CC, and how it applies to daily situations. The program also covers funds availability schedules used by financial institutions and what circumstances allow the delaying of availability of funds. In addition, the program teaches the student about the  more...

Closing Executive-level Sales Simulation ...ent toward the goal of becoming a "one-stop" shop and now offers fulfillment services. You are responsible for selling these new services to your existing client base, as well as prospecting for new accounts. You have previously identified, researched, and analyzed a promising potential client, MicroGalaxy Inc. They currently use your company for their direct marketing efforts. MicroGalaxy's  more...

Planning Your Field Sales Approach What factors mark the difference between mediocre and great field sales performance? One characteristic of highly effective field sales representatives is their ability to efficiently plan their sales approach for both existing customers and prospects, as well as managing their time and territories effectively. Planning Your Field Sales Approach provides practical tools for determining call and  more...

Technical Support Agent Skills Simulation ...nd Equipment. Through its catalog and web site, Masterson offers a wide selection of products that ranges from automotive diagnostic accessories and snow throwers to power tools and generators. This simulation is based on the SkillSoft series "Technical Support Agent Skills" and contains links to the following courses: CUST0161 and CUST0163. Technical support agents seeking to acquire new  more...

Information Technology IT Industry Overview Version 1 Though estimates on global spending for information and communications technologies run in the trillions of dollars, this giant industry continues to struggle through fluctuating markets and must concentrate on continuous improvement to survive. Most agree that the demand for IT products and services will continue to increase, but at the same time, the customer is demanding more value per dollar  more...

Project Team Management Participating in a Project Team ...offers the student information required to understand types of projects and project teams. The program covers guidelines for resolving conflict within a project team and for helping team members reach consensus. It also offers information on the personal responsibilities and communication skills needed to participate on a project team. Project team members, team members, and team leaders who  more...

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

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

Communicating Clearly Write to be Understood Communicating Clearly: Write to be Understood, is the first of four courses in this curriculum. After the completion of this course you will be able to recognize when writing is appropriate, list the questions in determining a key message, recognize communications that are clear and error free and identify techniques for developing common types of business document. The PrimeCommunication  more...

Communicating Clearly Speak to be Heard Communicating Clearly: Speak to be Heard, is the second of four courses in this curriculum. After the completion of this course you will be able to define the steps in the communication process, match the situation and recipient to the most appropriate delivery method and environment, and identify ways of delivering a message so that the meaning is understood. The PrimeCommunication curriculum  more...

Presenting Your Ideas Plan for High Impact Presenting Your Ideas: Plan for High Impact, is the third of four courses in this curriculum. After the completion of this course you will be able to list the qualities of a successful presentation, identify the elements of presentation planning, identify strategies for organizing a powerful presentation and distinguish well-designed visual aids from poorly-designed ones. The PrimeCommunication  more...

Presenting Your Ideas Captivate Your Audience Presenting Your Ideas: Captivate Your Audience, is the fourth of four courses in this curriculum. After the completion of this course you will be able to recognize the components of effective delivery strategies, list ways to use visual aids in a manner that supports your script, identify the steps for responding effectively to audience questions and identify the five categories for assessing  more...

Effective Telephone Techniques This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology  more...

Critical Thinking Skills for Managing ...problem solvers, and powerful decision makers. The course offers analysis methodology that will sharpen managerial ability through all the stages of the critical thinking process; situation assessment, problem solving, and decision making. Leaders will learn how to hone their issue identification skills, refine their questioning techniques, and maximize their decision-making outcomes. Critical  more...

Optimizing Email at Work ...s work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what makes e-mail unique and provide you with the skills to write, send, and receive business e-mail effectively. You will learn how to best use the  more...

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

Leading Change from the Front Line Have you ever wanted something at work to change, but no one ever addressed the issue, so you just put up with it? Maybe you didn't bring it up because you thought you were the only person who didn't like it. Maybe you didn't want to make a fool of yourself by making it an issue. Or maybe you thought your boss would be irritated if you mentioned it. If any of this sounds familiar, this course is  more...

Team Leadership Promoting Your Team s Effectiveness ...offers the student an overview of how to set goals, prevent team ineffectiveness, and measure individual and team performance. The program covers in detail the steps for setting effective goals, the steps for measuring team and individual performance, and the advantages and negative effects of diversity. Managers and team leaders who are responsible for a team's effectiveness in an  more...

Managing Upward Relationships ...iduals' and organizations' performances. This course also offers the managers a common-sense perspective on how to keep their bosses happy, productive, and successful for their own success and for fostering a go The target for this path is senior level directors, senior managers of strategic business units, and advanced level managers. It would also be of interest to managers working in  more...

Organizational Learning Deploying a Knowledge Management System ...ational Learning: Deploying a Knowledge Management System offers the student an overview of information needed to conduct a pilot project and covers processes for deploying and monitoring knowledge management systems. The program includes the steps for developing a pilot project, the qualifications and characteristics of a knowledge management leader, and the elements of a knowledge management  more...

Offers Contracts and Organizational Exit HRCI PHR ...cts regarding employment. This course examines employment offers for prospective candidates, contract creation, and record-keeping requirements. In addition, the complex issues of organizational exit--including downsizing, severance, and termination--are explored. The Human Resource Certification Institute's (HRCI) examinations cover a broad range of workforce planning and employment issues. As  more...

Offers Contracts and Exit from the Organization HRCI PHR ...cts regarding employment. This course examines employment offers for prospective candidates, contract creation, and record-keeping requirements. In addition, the complex issues of organizational exit--including downsizing, severance, and termination--are explored. The Human Resource Certification Institute's (HRCI) examinations cover a broad range of workforce planning and employment issues. As  more...

Exit Interviewing Skills Preparing for an Exit Interview ...offers the student an overview of the purposes and types of exit interviews, how to set up exit interviews, and how to conduct them. The program covers who, when, and where the interviews should be conducted, as well as how they should be structured. It also covers guidelines for interviewing effectively, steps to prepare for exit interviews, communication techniques, and guidelines to prevent  more...

Behavior Putting Your Best Foot Forward ...eresting, to offer you more challenges? Today's workplace offers more opportunities than ever for administrative support professionals to assume more responsibility and be more active in office decision-making. This course will show you some ways to assess yourself to ensure you're ready to work towards a new role. It will also show you some techniques for interacting with co-workers,  more...

Strategic Decision Making The field of IT management continues to evolve as new methodologies and technologies are made available and adopted by the marketplace at large. Deciding what kinds of work your firm should outsource, whether to lease or buy, and the kinds of projects best kept in-house are matters of crucial concern to any IT manager. At the same time, an array of resource planning and management tools--CRM, ERP,  more...

IT Challenges Present and Future With every improvement in information technology comes new challenge. Whether trying to upgrade systems, enhance e-commerce opportunities, or simply make projects more successful, your job as IT manager is to avoid the pitfalls inherent in each task. Meanwhile, new and demanding responsibilities are on the horizon for governance, cybersecurity, and incident response, fields that are still under  more...

The Six Sigma Change Agent ... members, are resistant to change. That's why this course offers you an introduction to the forms resistance to change takes at both the organizational and team levels. You'll also explore ways of overcoming resistance to change and of building a change-friendly environment. Six Sigma is a registered trademark of Motorola Corporation, and all rights, title, and interest in Six Sigma belong to  more...

Six Sigma DMAIC Analyzing the Process Imagine the perfect cup of coffee--it tastes and smells great, it's served at exactly the right temperature, and, best of all, it satisfies you every time. Because it's perfect, you find yourself returning again and again to the cafe that sells it. The perfect cup of coffee--or the perfect product or service--is what Six Sigma is all about. To achieve Six Sigma, a product or service has to be 99.9  more...

Quality Management The Quality Management Process ...offers the student an overview of the fundamentals of quality management, the costs of quality, and how to achieve quality through customer orientation. The program also outlines how to achieve daily quality management, identify variation in processes, and control costs. Managers, supervisors, or team leaders who need to learn how to implement quality measures in order to increase quality  more...

Quality Management Quality Management Tools ...offers the student an overview of tools used to analyze a company's current performance and problem causes, as well as tools used to generate ideas and organize data. The program details the purposes of and steps for creating flow charts, check sheets, histograms, run charts, control charts, cause-and-effect diagrams, Pareto charts, scatter diagrams, interrelationship diagrams, affinity  more...

Quality Management Business Process Improvement ...offers the student an overview of how to prepare and implement quality changes. The program details how to select processes for improvement, assign a process manager, and establish a process improvement team. In addition, the program teaches the learner how to flowchart and streamline a process, as well as how to measure process performance. Managers, supervisors, or team leaders who need to  more...

Operations Management Fundamentals of Operations Management ...rations Management: Fundamentals of Operations Management offers the student an overview of the components of operations management. The program defines each of the components and introduces the student to the concepts of quality and project management. In addition, the program offers examples of how changing operations affects a company s operation processes. The target audience for this  more...

Operations Management Operations Components ...offers the student an overview of seven components of operations management. The program defines each of the components and introduces the student to the responsibilities of an operations manager. In addition, the program offers examples of how each component is applied to a company s operations. The target audience for this series is managers, directors, and executives looking to gain an  more...

Operations Management Operations Management Tools ...offers the student options for improving operations management within the organization. The program provides processes for making decisions and solving problems. In addition, the program offers the student examples of maintenance strategies, ways to apply learning curves to operations, and E-commerce options that can enhance operations management. The target audience for this series is  more...

Principles of Marketing Fundamentals of Marketing ...offers the student an overview of the information required to identify key marketing terms, language, and concepts. The program details the elements of the marketing mix, the stages of the product life cycle, and the proper steps to implement the market segmentation process. Managers, supervisors, and employees who want to learn basic marketing principles in order to influence the marketing  more...

Principles of Marketing Product Strategy ...offers the student an overview of the information required to classify consumer and business products, create and promote brand equity, and implement new product development strategies. The program details the functions and objectives of packaging and labeling strategies, the stages of the consumer adoption process, and the four product development strategies. Managers, supervisors, and  more...

Principles of Marketing Distribution Strategy ...offers the student an overview of the information required to identify types of distribution channels, select appropriate distribution partners, and develop an efficient distribution system. The program details the steps for selecting suitable distribution channel partners, the goals your distribution strategy should achieve, and the process to manage your distribution system effectively.  more...

Principles of Marketing Promotion Strategy ...offers the student an overview of the information required to identify the elements of the promotional mix, determine appropriate promotional objectives, and select the advertising types and public relations tools to implement. The program details the procedures for creating an advertising campaign, the types of promotional strategies, and the steps of the personal selling process. Managers,  more...

Principles of Marketing Pricing Strategy ...offers the student an overview of the information required to identify the role pricing plays in the marketing mix, to select appropriate objectives for pricing strategies, and to choose common methods to determine pricing. In addition, the program details the issues to consider when establishing a pricing strategy, the legal constraints that can affect pricing decisions, and the steps of the  more...

Principles of Marketing Writing a Marketing Plan Principles of Marketing: Writing a Marketing Plan offers the student an overview of the elements of a marketing plan, covers the processes used to develop marketing objectives and strategies, and covers how to create a marketing plan. The program also details how to write, present, execute, and evaluate a marketing plan. Managers, supervisors, and executives who can influence the marketing and  more...

Attorney-Client Privilege ...nication between attorneys and their clients. This course offers recommendations for using high-tech solutions to protect privileged information, ensuring attorney-client confidentiality. It also examines how recent changes in the anti-money laundering legislation could impact the privilege. Specific applications of the attorney-client privilege to particular circumstances will be determined on  more...

Harassment in the Workplace Harassment in the workplace is not confined to sexual harassment. Harassment can be based on all protected characteristics, including race, color, national origin, religion, age, and disability. Depending on state law and other circumstances, additional characteristics such as sexual orientation and marital status may also be protected. An effective harassment prevention training program must  more...

HIPAA Privacy Rules ...duals before the routine use of health information. HIPAA offers patients the right to a copy of their medical records, to request amendments to them if necessary, and to know the history of disclosures. This course helps covered entities recognize the key provisions of HIPAA, how their organizations are affected by HIPAA, and how the privacy rules impact upon them. The course also explains  more...

HIPAA Implementing Privacy Rules The Health Insurance Portability and Accountability Act (HIPAA) mandates how healthcare plans, providers, and clearinghouses store and transmit individuals' health information. Implementation of and compliance with the HIPAA privacy rules is mandatory. These rules present significant challenges to the day-to-day operations of organizations involved in the healthcare industry. Organizations that  more...

Interviewing and Hiring Practices This course is intended to teach learners how to exercise sound judgment in the hiring and interviewing process. Not many companies nowadays specify discriminatory characteristics either directly or openly in an advertisement, unless these are required by a bona fide occupational qualification. Your advertising medium, the questions you ask on forms, what you discuss in company publications, and  more...

Visual Basic 6 0 Advanced Enterprise Client Server Dev Part II This course investigates advanced concepts and technologies that will help you develop more capable and reliable client/server applications with Visual Basic. It discusses the attributes of interfaces and the concept of an interface as a contract. It examines the basic IUnknown interface, the creation and implementation of abstract classes and multiple interfaces, and the fundamentals of the  more...

Introduction to Wireless LANs This module discusses the wireless LAN market, presenting an overview of the past, present, and future of wireless LANs and provides an introduction to the standards that govern wireless LANs.  more...

How Wide Area Networks Work This WestNet e-Learning module discusses the technologies used to connect two or more local area networks (LANs) over an extended distance, resulting in either a metropolitan area network (MAN) or wide area network (WAN). The difference between a MAN and a WAN will also be explored.  more...

Connecting Computers This WestNet e-Learning module reviews the Physical Layer components and moves on to explain the deeper technical details of these media.  more...

mySAP com - Overview ...nswer to e-business, and the possibilities that mySAP.com offers. Trainees will be shown why mySAP.com was developed and the key components it contains. Furthermore, it shows how application hosting can be controlled throughout the system's entire life cycle, describes the different types of hosting available, and presents various business applications supported by mySAP.com. This courses  more...

NetMeeting This course offers an overview of the functionality and features of NetMeeting. Guidelines are given for managing calls, attending and hosting meetings, using audio and video, and using Chat and Whiteboard. Coverage is also given to file and program sharing procedures in NetMeeting. End-user with an interest in using Microsoft NetMeeting.  more...

Microsoft Windows XP Tablet PC Edition 2005 ... allowing users to type, write, or dictate notes. It also offers interactivity features by accepting commands in the form of gestures drawn by users. This course will explain how a Tablet PC is different from a desktop or laptop. The unique features of a Tablet PC will be covered as well. Additionally, this course will include hardware and software specifications for a Tablet PC and methods to  more...

Data Security Archiving and Working Offline in Outlook 2007 You can use the enhanced security features included in Microsoft Outlook 2007 to protect your e-mail and computer from malicious attacks that can arrive in the form of incoming e-mail messages. The program also provides you with tools used to archive and manage the size of your mailbox to ensure that you can locally store your e-mail messages for future reference. With Outlook 2007 you can choose  more...

Collaborative Features in Word 2007 ...offers several options for securing and protecting Word documents as well as providing various collaborative features. This course demonstrates how to use Word 2007's document security, which includes locking document formatting, password protecting a document, marking a document as read-only, using Document Inspector, viewing privacy options, and adding a digital signature. It explains the  more...

Discover Your Tablet PC ... allowing users to type, write, or dictate notes. It also offers new interactivity features by accepting commands in the form of gestures drawn by users. This course will explain how a Tablet PC is different from a desktop or a laptop. The features of a Tablet PC, its benefits and uses will be covered. Additionally, this course will include hardware and software specifications for a Tablet PC  more...

Diversity - Managing Diversity in the Workplace Employees will learn what diversity is and how it influences their relationships with others. They learn to differentiate between-and overcome-stereotyping prejudice and discrimination. They acquire the communication skills they need to build on the advantages that a diverse workplace offers.  more...

Managing IP Traffic With Access Lists This module provides instruction on achieving administrative control with access lists. Access lists are used to filter traffic as it goes through the network. The administrator has control of how this is performed based on addresses of the sender and/or destination specific protocol or Application Layer component. Access lists can be very powerful tools for securing and managing traffic. Lesson  more...

Lotus Notes 6 - Moving to IBM Lotus Notes 6 The first course introduces the Lotus Notes 6 environment and capabilities and the basics of Notes navigation using bookmarks and other navigation tools. The learner is given instruction in the establishment of their mail environment including such procedures as setting up a filing system for incoming messages customizing outgoing messages and managing the Address book. They are also given  more...

Building Cisco Remote Access Networks Part 2 This is the second in a four-part curriculum that prepares the learner to take the Building Cisco Remote Access Networks (BCRAN) v2.0 exam. The course offers an overview of cable and DSL technology the configuration and troubleshooting of DSL Virtual Private Networks and the creation of IKE and IPSec security policies.  more...

Managing Change: The Change Process ...u will learn why change is important and what benefits it offers. You will learn why developing a change vision is important as well as the steps you can take to develop one. In addition you will learn what guidelines you can follow to communicate a change vision to your employees. By learning the four steps of the change process you will be able to transition through change in a controlled  more...

Project Management: Communications This course covers the fundamentals and steps of communications planning, as well as how to provide a team with the information they need to fulfill their responsibilities. This course also addresses how to determine which form of communication to use in information distribution, as well as how to actively encourage informal team communication. Other information in this program includes: how to  more...

Professional Selling Over the Phone: Closing a Sale Professional Selling Over the Phone: Closing a Sale offers the student examples of cross-selling techniques. The program provides processes for gaining feedback from customers addressing rejection resolving telesales objections and closing a sale. In addition the program offers the student guidelines for preparing to close sales with customers.  more...

Six Sigma: Managing Six Sigma Projects In Managing Six Sigma Projects you will learn This course teaches about management and team support structures for Six Sigma projects as well as some of the more advanced tools required by those engaged in the quality initiative. Finally it offers help on implementing Six Sigma and on some leadership strategies for project champions.  more...

Microsoft Windows 95 for End-Users Basic Microsoft Windows 95 is an operating system that makes it easy to work productively on your computer. Windows 95 offers an on-screen environment of icons and windows that lets you maneuver quickly and easily among programs and files. The units in this course introduce you to the basic features of Windows 95 and familiarize you with the Windows 95 environment as you manage files, run programs, and  more...

Microsoft Windows 95 for End-Users Intermediate Microsoft Windows 95 is an operating system that makes it easy to work productively on your computer. Windows 95 offers an on-screen environment of icons and windows that lets you maneuver quickly and easily among programs and files. The units in this course introduce you to the intermediate features of Windows 95 and familiarize you with the Windows 95 environment as you explore the Internet and  more...

Microsoft Windows 95 for End-Users Advanced Microsoft Windows 95 is an operating system that makes it easy to work productively on your computer. Windows 95 offers an on-screen environment of icons and windows that lets you maneuver quickly and easily among programs and files. The units in this course introduce you to the advanced features of Windows 95 and familiarize you with the Windows 95 environment as you share information between  more...

Microsoft Windows 98 for End-Users Advanced ...it easy to work productively on your computer. Windows 98 offers an on-screen environment of icons and windows that lets you maneuver quickly and easily among programs and files. The units in this course introduce you to the advanced features of Windows 98 and familiarize you with the Windows 98 environment as you share information between programs maintain your computer manage hardware back up  more...

Customer Care: The Value of Customer Care Customer Care: The Value of Customer Care is the first of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of customer care to your company and identify how you can help your company to excel. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy  more...

Customer Care: You Make the Difference Customer Care: You Make the Difference is the second of eleven courses in this curriculum. After the completion of this course you will be able to identify guidelines for improving customer satisfaction apply human touch guidelines to improve customer care and identify the benefits to you of giving good customer care. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer  more...

Customer Care: Who is the Customer? Customer Care: Who is the Customer? is the third of eleven courses in this curriculum. After the completion of this course you will be able to identify the four steps in the customer relationship management process identify internal customers and identify the benefits of value chain management. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job  more...

Excelling at Customer Care: Customers Define Success Excelling at Customer Care: Customers Define Success is the forth of eleven courses in this curriculum. After the completion of this course you will be able to identify the major trends in customer service today identify the combination of criteria required for customer satisfaction identify the emotional criteria that influence customer behavior and identify the emotional starting points that  more...

Excelling at Customer Care: Recognize Critical Moments Excelling at Customer Care: Recognize Critical Moments is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to list the guidelines for dealing with moments of truth and analyze the moments of truth in a real-life situation. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's  more...

Excelling at Customer Care: Increase Sales via Service Excelling at Customer Care: Increase Sales via Service is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of being sales oriented identify the difference between features and benefits and identify questioning techniques that increase sales and customer satisfaction. The PrimeCustomer Care curriculum offers a useful  more...

Communicating with Customers: Service Face to Face Communicating with Customers: Service Face to Face is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the six categories of face-to-face communication identify the critical success factors in face-to-face communication and identify the benefits of active listening to customer care. The PrimeCustomer Care curriculum offers a useful  more...

Communicating with Customers: Service via the Telephone Communicating with Customers: Service via the Telephone is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of telephone communication and identify the critical success factors in effective telephone communication. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care  more...

Communicating with Customers: Service via the Internet Communicating with Customers: Service via the Internet is the ninth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of the Internet for customer care and identify the guidelines for successful use of e-mail. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for  more...

Rising to the Customer Challenge: Turn Complaints into Delight Rising to the Customer Challenge: Turn Complaints into Delight is the tenth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of customer complaints and identify the steps in the service recovery process. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's  more...

Rising to the Customer Challenge: Engage Difficult Customers Rising to the Customer Challenge: Engage Difficult Customers is the eleventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the five guidelines for handling the unreasonable customer identify the four guidelines for handling the angry customer and identify the four guidelines for handling the unhelpful colleague. The PrimeCustomer Care  more...

Microsoft Visual Studio.NET Technology Overview: Part 1 - .NET Framework and Visual Studio.NET ...ponent to the Microsoft .NET Framework. Visual Studio.NET offers a single unified development environment and gives visual design capabilities for HTML XML data and server-side code. It enables developers to customize the look and feel of the environment enhance and extend its functionality automate repetitive tasks and integrate Visual Studio.NET with other applications such as Microsoft  more...

International Business Essentials: The Global Business Environment International Business Essentials: The Global Business Environment gives students an overall view of how the global environment operates how culture affects international business and helps students become familiar with foreign exchange. The program covers various cultural orientations teaches students how to apply foreign exchange rate equations and offers cultural overviews of Africa Asia  more...

International Business Essentials: Succeeding as a Global Manager ...ional Business Essentials: Succeeding as a Global Manager offers students an overall view of how to organize the global enterprise how to recognize global management success factors and how to manage across cultures. The program covers how to reengineer businesses to be successful in the global market how to accomplish successful internationalization and how to solve problems and motivate  more...

International Business Essentials: Conducting Business in Europe ...tional Business Essentials: Conducting Business in Europe offers students an understanding of how to conduct business successfully in Germany France and Great Britain. The program covers historical political and religious characteristics of these countries how to negotiate successfully in Europe how to successfully communicate and how to conduct effective meetings and presentations in each  more...

Essentials of Business Law: The Legal Environment ...offers the student an overview of the information needed to identify the functions classifications and sources of law. The program identifies the structure of the state and federal court system as well as trial procedures jurisdiction issues and alternative resolution methods. The program also details crimes and torts relating to businesses as well as tort duties vicarious and direct  more...

Essentials of Business Law: Contract Law ...offers the student an overview of contract law essentials. This program identifies the elements of contract formation classifications of contracts and contract strategies applying to validity and successful contract negotiations. The program also covers rules of consideration validity illegality the statute of frauds third-party rights and breach of contract. The program details legal  more...

Essentials of Business Law: Employment Law ...offers the student an overview of employment law essentials. This program identifies the elements of agent and principal relationships the duties of agents and principals and ways in which agreements between these two parties are ratified. The program also identifies fair labor laws and labor and management issues including actions that constitute wrongful discharge and a violation of employee  more...

Essentials of Business Law: Cyberlaw Essentials of Business Law: Cyberlaw offers the student an overview of the essentials of cyberspace including how to conduct business in cyberspace and how to handle employment in cyberspace. The program also outlines cyberspace offenses forms of advertising on the Internet Internet recruiting the use of e-money and telecommuting.  more...

Recruiting and Retention: Staffing Your Organization ...offers the student an overview the benefits of forecasting human resource needs and using a job analysis to create a thorough job description. The program emphasizes the importance of the job description as a tool for the employment process that can help determine how a company identifies candidates decides on a job source and advertises job openings. In addition the program defines and  more...

Recruiting and Retention: Internet Recruiting Recruiting and Retention: Internet Recruiting offers the student an overview of the benefits and uses of Internet recruiting. The program explains the process for preparing to use the Internet and covers steps for developing an Internet search strategy.  more...

Recruiting and Retention: Keeping Your Good Employees Recruiting and Retention: Keeping Your Good Employees offers the student an overview of organizational facets that affect employee retention. The program explains the process for leading employees through orientation. The program also covers steps for conducting feedback sessions and coaching.  more...

Sexual Harassment: What Employees Should Know