From Serebra Learning Corporation
Safety Sense Series: Improving Safety Performance 


XEBEC:
Health and
Safety issues are becoming more and more crucial in today's workplace. Each year, on average, 500 people die at work and over 400,000 injuries or accidents are reported. The vast majority of these accidents are in some way attributable to 'human factors' - in other words, they could and should have been prevented. Under current legislation, the responsibility for providing a safe
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Managing Yourself 


Learn how to manage yourself better
One aspect of improving performance is to manage yourself better. This course presents a range of techniques for improving your performance at work - and they require no-one else but YOU to make them work. The techniques will enable you to:
Take responsibility for your performance at work
Develop your expertise in self management techniques and above all
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Working in Teams 


Learn how to be a successful team member The secret of successful teams lies with the team members. This course aims to make YOU a better team member by looking at:
How teams work
What makes a successful team
Why teams struggle
Ways to improve a team's performance
Throughout the course there will be times where you are asked to
STOP TO THINK about your own work situations and there are
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Assertivness Skills Series: What is Assertiveness 


...ss can enhance the communication skills that lead to peak performance; aggression can give way to healthy, co-operative
Teamworking; high self-esteem and high levels of achievement can replace passive behaviour. This course introduces various definitions of assertiveness and gives examples of using assertiveness to counter passive and aggressive behaviour. It will help you identify the benefits
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Account Ability Series: Main Features 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Ability Series: Growth 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Ability Series: Profitability 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Abiity Series: Liquidity 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Ability Series: Investment 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Abiltiy Series: Finance 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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Account Ability Series: Conclusion 


...dity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a structured 7 step approach developed by
PricewaterhouseCoopers that helps you analyse the vital information contained in financial statements. Set in the context of a detective thriller featuring private eye,
Philip Maclow, the drama helps you
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IBM Lotus Domino Designer 6: Preparing Domino R4 Developers 
This is the second course of the series on the new features of
Domino 6. This course teaches how to manage
Web users and files. You will also learn how to control mail and about the
LDAP enhancements in Domino 6. Finally, you learn about performance optimization in Domino 6. This includes monitoring the server environment and the various methods used to improve performance.
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Cisco Internetwork Design Part 4: WAN Design 


...sues as well as how to optimize core
WAN availability and performance. It also covers WAN backbone routing protocol choices. It also provides an overview of leased lines and serial line encapsulation. It provides a general overview of
Frame Relay networks as well as router interaction,
NBMA and subinterfaces in Frame Relay networks. It also covers X.25 design issues. It also focuses on X.25
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Employee Performance: Providing Feedback 


Employee
Performance:
Providing Feedback helps managers and employees develop the skills needed to give constructive feedback-both praise and criticism-to subordinates or peers. They learn the role feedback plays in improving performance and when and how to deliver feedback so that it can be 'heard' by the recipient.
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Networking Essentials 2nd Edition - Part 3 
This is the third course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Microsoft Access 2000 Expert User 
This course provides participants the knowledge to use the advanced features of
Microsoft Access 2000. At the completion of this course, students will learn how to create and refine queries; create, modify and enhance the forms in the
Design view; create, modify and enhance reports; and secure and enhance the performance of an
Access 2000 database.
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Microsoft Excel 2000 Basic 
...ts, and how to work with charts, formulas, and functions. Performance-based
Pre- and
Post-Assessments create a custom course path for each learner covering only the topics not yet mastered. A searchable index and online glossary make the
CBT a great reference tool long after course completion. Related
Exam:
MOUS Excel 2000 Expert. This course is designed to help individuals who want to achieve
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Microsoft Access 2000 Basic 
This highly interactive
CBT contains five units that cover basic
Access skills. Through step-by-step instruction within a realistic simulation of
Microsoft Access 2000, students learn how to create and manage data and tables, create forms and reports, and modify a database structure. Performance-based
Pre- and
Post-Assessments create a custom course path for each learner covering only the topics
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Microsoft Excel 97 Basic 
... to build, edit, format, and manage worksheet and charts. Performance-based
Pre- and post-Assessments create a custom course path for each learner covering only the topics not yet mastered. A searchable index and online glossary make the
CBT a great reference tool long after course completion. This course is designed to help individuals who want to achieve basic proficiency in MS Excel 97.
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Relational Database Design and Administration 
This course covers the design methodologies and techniques utilized when building an application based on a Relational Database Management System (
RDBMS), using
Structured Query Language (
SQL). The course is based on RDBMS technology and will identify and explain the details and implementation. Designed for individuals in the design and administration of relational databases.
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Large Network Case Studies 
In this module, we explore network availability, performance, and
Internet connectivity. As you work through this module, you will come to appreciate that all network design issues are highly interrelated. Likewise, real-world design projects often include multiple broad goals, often creating large and complex trade-offs.
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Process Analysis and Documentation 
...IC system is a roadmap that points the way to process and performance improvement. The second phase in this methodology is
Measure. You cannot hope to improve processes and performance without first knowing where you are, assessing where you want to be, and then planning how to get there, while measuring progress toward the goal all along the way. In the words of an old adage, what gets
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Launching Successful On-site and Virtual Teams 
...ed. Quickly moving an on-site or a virtual team into high-performance mode takes planning, strategizing, and a seamless launch. In this course, you'll learn techniques for setting up a successful team that can be applied to an on-site or a virtual environment. First, you'll learn strategies for selecting high-performing team members. Next, you will gain the knowledge and skills for setting
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Facilitating On-site and Virtual Teams 
...ecause it is at this time that teams typically reach peak performance. Mature teams begin to perform independently, and it's important that the leader's role changes to that of a facilitator. This course will cover the facilitation of on-site and virtual teams as teams mature. It will introduce the development stages of maturing teams and provide strategies uniquely designed for addressing
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Delivering High-Impact Sales Presentations 
... up on your sales presentation, you want an award-winning performance. In this course, you'll learn about the third major component of the strategic account sales (
SAS) approach--presentation. First, you'll learn how to plan and develop a high-impact presentation. You'll then explore ways to successfully deliver the presentation to your client audience. And finally, you'll learn how to follow
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Planning Your Field Sales Approach 
...ark 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 meeting
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Field Sales Foundations 
Many field sales representatives are set loose on their assigned territories armed only with a few sales tips and some information about the products and services they're selling. This course builds the foundation for a strategy that changes the customer's perception of the salesperson from a mere vendor to a consultant and true business resource. Field
Sales Foundations introduces you to the
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Preparing for Outbound Sales Calls 
The most successful outbound sales calls begin long before the salesperson places the call. Successful inside selling is all about planning and being prepared. Being prepared means knowing what to expect from your customer and planning your responses. In this course, you will learn about the common perceptions customers have of salespeople. You will also learn the three premises of the inside
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Preparing for Inbound Sales Calls 
Do you think selling means waiting for the phone to ring? A successful inside sales agent begins planning long before the customer calls. Successful inside selling is all about being prepared, and that means thinking ahead on customer inquiries and responses you will give. This course identifies the common perceptions that customers have of salespeople. In the course, you will learn the three
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Call Center Operations Performance Measurement 
This course describes how the manager must balance the sometimes conflicting interests of the center s stakeholders. It also demonstrates how
KPIs (
Key Performance Indicators) are applied to evaluate both agent and call center performance. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance
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Call Center Operations Workforce Management 
This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
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Call Center Operations Call Center Technologies 
This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers.
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Inbound Call Centers People Management 
...policies. Have you ever wondered how to attain high agent performance and low employee turnover? This course will show you how. You'll learn about calculating agent requirements, building workforce schedules, and conquering employee absenteeism. Finally, this course will present procedures that are necessary to keep a call center running smoothly. This course will equip you with the
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Performance Metrics for an Inbound Call Center 
...e best service possible. But where do you look to analyze performance? Is performance quantifiable? Yes it is
Call center performance metrics outlines the path to improved operations. This course will explore the full range of call center performance metrics. It will look at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance. This series is
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Working With Internal Customers 
Excellent customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and
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Leading A Customer-Focused Team 
...o demonstrating how you can manage and support the team's performance. In the second lesson you'll learn how to measure the elements of performance that impact on customer service, after being shown how to differentiate between those that do and those that don't. You'll also learn how to coach for performance improvement, using the method that's the most appropriate for the situation
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Managing a Customer-focused Department Simulation 
Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at all times. As a customer service manager, it's your job to
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