From Serebra Learning Corporation
Equal Opportunities 


The issues surrounding
Equal Opportunities in the workplace are extremely important to management and staff in any organisation. It is a topical issue which is supported by legislation and everybody should be aware of the principles and practices involved. This course will raise your awareness of how equal opportunities applies to you as an individual or a manager in the workplace.
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Health and Safety 


...practices at work makes good business sense. An unsafe, unhealthy work environment is dangerous, unpleasant and unproductive. It is important that employees should be aware that is their duty to:
Take reasonable care for the health and safety of themselves and the people who may be affected by what they do and don't do. Comply with health and safety regulations applicable to their work area
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The Art of Global Communication 
Considering that communication is something you do every day, how many people actually stop to consider what is happening before they speak? Can you just talk without thinking too much about the target audience, the message to be communicated, and a host of other information? Communication is too important to be left to chance. The subtleties of language, expressions, and gestures all enrich the
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Sales Negotiations Fundamentals of Negotiation 
...lly beneficial negotiation relationships, as well as best practices in improving your negotiation communication among new and existing business relationships. Additionally, you will learn how to prepare a strong foundation by exploring specific pre-negotiation steps that will leave you feeling confident and prepared for your next negotiation session. The target audience for this course is the
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ITIL The Service Desk and Incident Management 
Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (
ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services
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Cross-selling in a Customer Service Call 
If there's one advantage most companies have learned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (
CSA), you handle dozens of calls a day, effectively helping customers by providing
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Customer Satisfaction Analysis and Implementation 
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are
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Interacting with the Customer 
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
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A Workable Solution for Internal Clients 
...u deal with this? And how can you be so sure that working practices won't simply revert back once you're "off the scene?" You don't want to be seen as a "visitor" who simply recommends change and then lets others make it happen. This course will focus on decision-making tools and models, and how they can be used to improve your diagnosis. It will also deal with the crucial issue of change; how
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Effective Communication Skills 
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the
Customer Support Specialist (
CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt
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The Customer Support Specialist CSS 
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's
Customer Support Specialists (
CSS) and support centers have a vital role to play in ensuring customers'
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The Support Center Service 
This course is intended to instruct the learner in the
Help Desk Institute's (
HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. Individuals interested in the Help Desk Institute's (HDI) Customer
Support Specialist (
CSS) certification
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An Introduction to Project Management PMBOK-Third Edition aligned 
Imagine trying to control the unexpected and unpredictable through processes in such a way that you meet the cost, quality, and time expectations of all invested parties in order to accomplish a temporary endeavor. This is the mission of project management. Challenging? Yes. Impossible? No. All industries employ project managers to implement processes as a way to control business. In fact, the
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Enhancing Your Listening Skills 
Have you ever been taken by surprise by an unexpected deadline? Have you ever left a meeting unsure about what was decided? Have you ever asked a supervisor for advice, only to later forget what your supervisor told you? You can avoid problems like these by using effective listening skills. Effective listening helps you to know what's going on in your organization, get cooperation from your
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Essentials of Electronic Communication 
Everyone seems to be using e-mail lately--family members keeping in touch, university students submitting assignments, companies offering products for sale, and office workers carrying out their daily business tasks. Most e-mail users can improve their e-mail skills by learning more about the basic features and potentials of e-mail. Any business person will benefit from developing an understanding
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Remote Manager Practices - Motivating Employees 
In this course, you will learn the importance of setting effective goals for telecommuting employees. Additionally, you will learn how to use motivational techniques to keep telecommuting employees engaged, interested, and productive. The target audience for this course is new and experienced managers that are managing a telecommuting employee for the first time.
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Strategies for Transitioning into Management 
Making a smooth transition from technical professional to management is critical to your success as a manager. You've already demonstrated your technical expertise; now you're ready to take that next step. In your new role as a manager, you'll use technology in different ways -- focusing on managing production, not production itself. This course outlines management tactics for becoming an
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Initiating a Succession Plan Simulation 
Ulema,
Inc. is a market research firm providing consulting, market analysis, strategic planning and technology forecasting services. The
Ulema Reports Group (
URG), a wholly owned subsidiary of
Ulema, Inc., produces single and multi-client studies on fast-moving market sectors. The lifecycles for these studies are often as little as 6 months to one year from the start of development, so in order
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Managing Cross-Functions 
Today, managers need to address the complex problems and challenges of the current global business environment. Managers must now rely upon other divisions, departments, or functions in order to allocate resources, prioritize their staff time, and cooperate with each other. This requires that managers develop a degree of systems thinking where managers operate in a large interconnected system of
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Knowledge as Strategy Performance Improvement 
In the
21st century--the
Knowledge Age--corporations will see workers as intellectual capital. Workers themselves, rather than just information, will become the resources that allow organizations to respond quickly and effectively to rapid change. Learning is at the core of these demands--whether it's learning a new skill, knowing how to manage existing and new knowledge, or creating
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PrimeDiversity Management Be a Diversity Ambassador 
This course provides learners with the tools to take diversity management into their own hands. General strategies for creating and maintaining a flexible work environment, as well as specific, easy-to-implement management activities to foster diversity at both the departmental and organizational level, are presented. Business leaders and managers who want to work more effectively with colleagues
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Employee Compensation HRCI PHR 
The Human Resource Certification Institute's (
HRCI) certification examinations cover a broad range of workforce planning and employment issues, including the theories and applications associated with effective compensation. As a human resources professional, you are responsible for helping to ensure that your company's workforce possesses the skills, knowledge and abilities to meet the current and
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Offers Contracts and Organizational Exit HRCI PHR 
...ible for helping to ensure that your company's employment practices with regard to employment offers, contracts, and exits are fair and equitable, and that they comply with required regulations and recommended policies and practices. This course will help you prepare for the
HRCI certification examinations in this area. All the topics in this course are based on the
Workforce Planning and
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Affirmative Action and the EEO HRCI PHR 
...ible for helping to ensure that your company's employment practices are fair and equitable, and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of equal employment opportunity and affirmative action. In the area of
EEO, you will learn about the chief forms
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Employment Management HRCI PHR 
...ible for helping to ensure that your company's employment practices are fair and equitable, and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of federal anti-discrimination legislation and workforce management. In this course, you'll learn about
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Offers Contracts and Exit from the Organization HRCI PHR 
...ible for helping to ensure that your company's employment practices with regard to employment offers, contracts, and exits are fair and equitable, and that they comply with required regulations and recommended policies and practices. This course will help you prepare for the
HRCI certification examinations in this area. All the topics in this course are based on the
Workforce Planning and
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Developing Human Resources HRCI PHR 
The Human Resource Certification Institute's (
HRCI) certification examinations cover a broad range of workforce planning and employment issues, including human resources development and performance management. As a human resources professional, you are responsible for helping to ensure that your company's employees have maximized their potential for growth and development. This course will help
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Compensating Employees HRCI PHR 
The Human Resource Certification Institute's (
HRCI) certification examinations cover a broad range of workforce planning and employment issues, including the theories and applications associated with effective compensation. As a human resources professional, you are responsible for helping to ensure that your company's workforce possesses the skills, knowledge and abilities to meet the current and
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EEO and Affirmative Action HRCI PHR 
...ible for helping to ensure that your company's employment practices are fair and equitable, and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of equal employment opportunity and affirmative action. In the area of
EEO, you will learn about the chief forms
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Sexual Harassment in the Workplace HRCI PHR 
...ible for helping to ensure that your company's employment practices are fair and equitable, and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the area of sexual harassment. In this course, you'll learn about the many aspects of sexual harassment, the key types of
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Managing Employment HRCI PHR 
...ible for helping to ensure that your company's employment practices are fair and equitable, and that they comply with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of federal anti-discrimination legislation and workforce management. In this course, you'll learn about
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Employee Relations HRCI PHR 
...ly with required regulations and recommended policies and practices. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of employee relations, employee and individual rights and relations, and
Equal Employment Opportunity (
EEO) complaints. In the area of employment rights, you will learn about employee rights legislation, employer and labor
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Non-union Work Environments HRCI PHR 
...ible for helping to ensure that your company's employment practices are in line with work rules of non-union environments and that employee issues are resolved in a legally defensible manner. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of work regulations and employee issue resolution. In the areas of work regulations, you will learn
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Union Work Environments HRCI PHR 
...ible for helping to ensure that your company's employment practices are in line with work rules of union environments and that union-employer issues are resolved in a legally defensible manner. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of work regulations and employee issue resolution. This course will also help you understand union
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Employee Benefit Programs HRCI PHR 
...nning and employment issues, including the work rules and practices that apply to employee benefit programs. As a human resources professional, you are responsible for helping to ensure that your company's practices comply with any legislation governing employee benefits and that the benefit programs are competitive enough to attract and retain employees. These are some of the topics you will
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Human Resource Development HRCI PHR 
The Human Resource Certification Institute's (
HRCI) certification examinations cover a broad range of workforce planning and employment issues, including human resources development and performance management. As a human resources professional, you are responsible for helping to ensure that your company's employees have maximized their potential for growth and development. This course will help
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Principles of Financial Statements 
This course presents an overview of the principles of financial statements, introducing the learner to critical concepts and terminology necessary for understanding the rules impacting the presentation of numbers on financial statements, and the cash cycle of financial management. This course is targeted specifically for business managers, financial professionals, and other business professionals
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Getting Started--The Administrative Support Professional 
The skills needed to fulfill the requirements of today's administrative support professionals are numerous. Day-to-day, they must be flexible as they work in an ever-changing business environment. They must use interpersonal skills that help them deal effectively with clients, visitors, and other office professionals. They must also manage their time effectively to function successfully. This
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Accounting Fundamentals 
...n understanding and an accurate application of accounting practices are hallmarks of a successful and financially progressive business. Accounting is a distinct discipline, with its own standards and language. Understanding accounting procedures requires a prerequisite knowledge of certain principles, concepts, terms, and common accounting records. This practical course gives you the why's and
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Total Quality Management Fundamentals 
In Total Quality Management Fundamentals you will learn concepts and the history of
Total Quality Management. Beginning with the benefits of a total quality solution, the course then explores the origins of total quality, comparing it with traditional management practices. It then goes on to teach the learner about the cost of quality, building a quality framework, managing organizational change
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Lean Concepts 
Most business processes are 90 waste and 10 value-added work. The challenge for businesses today is to find new ways to dramatically reduce costs and improve investment returns while better serving their customers. To meet these challenges, organizations have turned to
Lean Thinking, which seeks the elimination of all forms of waste, strives for continuous improvement, and simplifies business
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Customer Focused Management 
Sam
Walton, founder of
Wal-Mart, is reputed to have said, "There is only one boss the customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else."
Effective quality management processes focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to
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E-mail and Internet Use 
E-mail and
Internet technologies are rapid communication and information tools that spell success for any person or business that knows how to take advantage of them. However, there are dangers in the use of this advanced technology. This course outlines the pitfalls involved in using e-mail and accessing the Internet through a company's network, and the policies that are often implemented to
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Business Ethics Foreign Trade 
This course covers the compliance areas of sanctions and trade embargoes, and bribery and kickbacks.You will learn the principles of US sanctions and trade embargoes and the history and importance of the
Foreign Corrupt Practices Act (
FCPA). You will also be able to identify conduct that violates the FCPA. All employees within an organization, whether new hires or as a refresher program for
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A Manager s Introduction to Business Law 
...e as vital role models for demonstrating ethical business practices. This course also presents the basis and structure of the U.S. legal system and introduces relevant areas of business regulation. It outlines management's legal responsibilities and presents practical strategies for researching legal resources, for supporting legal counsel, and for proactively avoiding legal complications. This
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Foreign Corrupt Practices Act 
...foreign markets must be familiar with the
Foreign Corrupt Practices Act (
FCPA). The act prohibits corrupt payments to foreign officials for the purpose of obtaining or keeping business. This course provides an overview of the FCPA. It illustrates how the act can impact your business and gives advice on the steps you can take to make sure that your business adheres to the provisions of the act.
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Doing Business on the Internet 
The use of the
Internet as a means of doing business has changed the way in which business transactions can take place forever. Business can be conducted across vast geographical distances with a much greater degree of ease than was possible even twenty years ago. However, while advancements in technology have enabled the development of new business models, the impact of these changes on issues
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Independent Contractors and Temporary Employees 
Many 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
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Union Awareness 
According to the U.S. Department of
Labor's
Bureau of
Labor Statistics, in 2004, 12.5 percent of wage and salary workers were union members--down from 12.9 percent in 2003. Why is membership declining? Perhaps the growing number of laws in place to protect workers prevents the necessity of unions, or perhaps the nature of the work itself has changed. Regardless of the decline, workers still have
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Interviewing and Hiring Practices 
In this simulation, you will assume the role and responsibilities of an HR professional at
BTJ Technical Staffing Inc., a metropolitan staffing and recruitment agency. Having faced claims of possible discrimination in past job postings created on behalf of clients,
BTJ management has redoubled its efforts to ensure that all employment advertisement is above reproach and adheres strictly to
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HIPAA Privacy Rules 
Personal privacy is now a major issue to people, particularly where medical information is concerned. This course presents an overview of
HIPAA (the
Health Insurance Portability and
Accountability Act), outlining the main components and identifying who is covered by the act. The course examines the privacy provisions under HIPAA for patients and employees involved with covered entities. Under
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HIPAA Evaluating the Impact of the Privacy Rule 
...uirements upon their organizations. It teaches them which practices they will need to change and whether they may qualify for certain exceptions. In addition, this course will help employers develop strategies to meet requirements by assessing the gap between what is required by the privacy rule and their organizations' current practices. The course will advise them what is involved in adopting
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Americans with Disabilities Act ADA 
This course explains the concepts, requirements, and practical application of the
Americans with
Disabilities Act. The
ADA of 1990 makes it unlawful to discriminate in employment against a qualified individual with a disability. The
Act requires all private, state, or local government employers with 15 or more employees to make sure that people with disabilities have an equal opportunity to apply
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Equal Employment Opportunity EEO 
Think about the last time you were in an interview. Did you pay attention to the types of questions being asked? If not, you may have offered or requested information prohibited under anti-discrimination laws. It is essential to know the types of questions that can, and cannot, be asked in order to avoid charges of unfair discrimination. In this course, you will learn the
Equal Employment 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
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Software Engineering Concepts 
The
Software Engineering Concepts WBT provides an introduction to the basic concepts of software engineering. It examines the software development process, and the relative strengths and weaknesses of various software process models. It also describes various approaches to requirement gathering and problem analysis. The students will also learn to specify and validate requirements. Managers,
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Visual Basic 6 0 Enterprise Client Server Dev Part II 
Microsoft
Transaction Server (
MTS) is a tool that enlists objects and their associated resources into transactions, and manages those transactions to ensure that changes to data are made correctly. This course discusses the role of transactions in MTS, and explains how MTS uses a context to manage objects and transactions. Additionally, it covers the steps required to build MTS components that
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General Coding Best Practices 
To outline the best practices for writing high quality methods, expressions, variables, arrays, loops, and if statements, and to describe recommended practices for writing readable code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Maintaining Quality Code 
To outline the primary techniques of refactoring, and to discuss the best practices for reviewing, testing, and debugging code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Object-oriented Coding Best Practices 
To outline the best practices for defining and using classes, and determining how best to use inheritance or its alternatives
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Programming Techniques and Strategies 
To outline the high-level considerations for producing good code
Professional application developers or programmers, with at least 2 years experience, who want to learn the latest recommended techniques for developing high quality software
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Introducing User-Centered Design 
To identify the principles and benefits of user-centered design and to determine a practical approach to promoting user-centered design methodology in organizations This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Developing an Application Using User-Centered Design 
To conduct user research and to design effective user interface and interaction elements This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Practical Examples of User-Centered Design 
To design user-centered
Windows applications and web sites This path is targeted primarily at software architects and project managers working on high level design. This path will also target programmers and developers looking to improve their skills in user centered software design.
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Testing and Instrumenting Web Applications in C 
To introduce the concepts of software testing and debugging and to describe how to instrument an application for tracing and debugging in .NET Web developers seeking to update their knowledge and skills when developing, testing, and debugging software applications in
Visual Studio .NET or pursuing
MCAD or
MCSD .NET certification
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Microsoft Small Business Server 2000 Administration 
To introduce students to the network planning and security issues involved in deploying Microsoft Small Business Server 2000 Technical personnel at IT solution companies who wish to deploy Microsoft Small Business Server 2000 to small businesses and network administrators of small businesses
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Planning and implementing an Active Directory infrastructure 
To identify the role and features of Windows Server 2003 Active Directory and the factors and requirements for planning and implementing an
Active Directory infrastructure
Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning, implementing, and maintaining Microsoft Windows Server 2003 Active Directory; learners
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Planning Active Directory Services 
To distinguish between global catalog servers and operations master roles and identify how they are enabled, administered, and placed in
Active Directory infrastructure
Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning, implementing, and maintaining Microsoft Windows Server 2003 Active Directory; learners
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Configuring and Troubleshooting Group Policy 
To identify the tasks and strategies involved in configuring and troubleshooting group policy
Systems administrators, systems engineers, systems analysts, IT consultants, and support professionals with responsibility for planning, implementing, and maintaining Microsoft Windows Server 2003 Active Directory; learners preparing for
MCSE certification exams
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Servers and their Components 
To identify the functions, features, and components of servers
Service managers, technicians, systems engineers/administrators, help desk staff, service and repair professionals, system analysts and integrators, PC support specialists, network engineers/administrators/analysts/architects/managers/specialists
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COBOL Calculation Applications 
This course will present task-based, real-world scenarios covering the design, coding, and implementation of one type of
COBOL application that is commonly required by businesses with large files. A subset of the contents of a sequential master file are retrieved. Calculations are performed on the data and a print file is generated. This course is based on
ANSI X3.23-1974 and ANSI X3.23-1985 COBOL
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COBOL Basic File Processing 
TA COBOL product recall application will be created that accepts input from a sequential sales file and an index customer file, then generates a sorted customer contact file. This course is based on
ANSI X3.23-1974 and ANSI X3.23-1985 COBOL standards. This course is designed for individuals with some prior programming experience who require an introduction to, or to be reacquainted with, the
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COBOL Complex File Processing 
This course will present task-based, real-world scenarios covering the design, coding, and implementation of one type of
COBOL application that is commonly required by businesses with large files. The first application accepts input from two files, the
Customer Contact file and the
Warranty file. The data is checked for the latest contact information and a master contact log file is generated. The
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COBOL Interactive Applications 
This course will present task-based, real-world scenarios covering the design, coding, and implementation of one type of
COBOL application that is commonly required by businesses with large files. An application will be created that allows a user to update a relative master recalled parts file by manually inputting the data, and automatically generate a transaction log of the updated records. This
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COBOL Report Generation 
This course will present task-based, real-world scenarios covering the design, coding, and implementation of one type of
COBOL application that is commonly required by businesses with large files. This interactive application will write a recall customer notification report and a recall status report. This course is based on
ANSI X3.23-1974 and ANSI X3.23-1985 COBOL standards. This course is
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802 1x Port-based Authentication and Best Practice 
To recognize how to configure 802.1x port-based authentication and recommend a best practice for threat mitigation The primary target includes network designers, network administrators, network engineers, and system engineers.
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Cisco BCMSN 3 0 Implementing Trunks and the Virtual Trunking Protocol VTP 
To explain the procedure for configuring both 802.1Q and
ISL trunking between two switches, how
VLAN configuration of switches within a management domain can be automated with
VTP, and identify common VLAN configuration errors and explain the solutions to those errors. Network administrators, network engineers, network managers, systems managers, or network designers.
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