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How To Master Communications Course description -- Communication skills are vital to an organization`s effectiveness. The How to Master Communications bundle builds on the basics of effective communication and shows how to apply sound communication skills to a variety of interpersonal and leadership situations, such as intervening in conflict and providing feedback. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - more...

Providing Effective Feedback Course description -- Many people have good intentions to provide helpful feedback, but dona t know the simple rules and techniques for doing it. This course includes tools to develop helpful feedback and use it to motivate employees. It has techniques and methods to foster a nurturing environment, convey your improvement ideas, check for understanding, and help others learn from their mistakes. more...

Guardianship Decisions for Elderly Loved Ones Course description -- Being designated as a guardian for an elderly or otherwise disabled loved one can be a daunting responsibility. This course will remove some of the apprehension and fear by providing specific directions for determining appropriate care alternatives, alerting you to pitfalls, giving you ideas for maintaining the loved onea s quality of life, and enlisting the support of more...

Leading Effective Teams ...ments of creating an effective team: focusing on results, providing structure, and building positive interactions and teamwork. You will be given tools to help you document the purpose of your team and account for all the tasks that need to be done. You will learn techniques to help you keep the team on track, and tools to measure the productivity and effectiveness. IMPORTANT NOTE: INTERNET more...

Managing Your 401 k ...providing a 401k as a benefit. Human resource managers frequently counsel their employees on the mechanics and planning of their 401k programs. This course provides a foundation for you to know how to appreciate vesting, select wise investment packages, and understand diversification. You will also be given tools and strategies for understanding and managing your involvement in stocks, bonds, more...

Safety Sense Series: Keeping Yourself Safe ...vented. Under current legislation, the responsibility for providing a safe working environment and preventing such accidents rests fully with the organisation itself. You can face heavy fines for simply being unaware of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU more...

Safety Sense Series: Safety Standards and Systems ...vented. Under current legislation, the responsibility for providing a safe working environment and preventing such accidents rests fully with the organisation itself. You can face heavy fines for simply being unaware of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU more...

Safety Sense Series: The Safety Authorities ...vented. Under current legislation, the responsibility for providing a safe working environment and preventing such accidents rests fully with the organisation itself. You can face heavy fines for simply being unaware of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU more...

Safety Sense Series: Improving Safety Performance ...vented. Under current legislation, the responsibility for providing a safe working environment and preventing such accidents rests fully with the organisation itself. You can face heavy fines for simply being unaware of the rules, regulations and procedures let alone for not applying them. This combined with the need to understand your obligations and the potential penalties under EU more...

Organisational Communication :Setting Safety Standards Working safely has to be everyone's priority, but safe working isn't always a case of common sense. To be really sure you need to develop safety sense. Whatever your job you'll have some responsibility for health and safety. Whether it's simply to report potential hazards or to decide how to avoid a dangerous situation in the first place, the law defines your responsibility. This course will more...

Colt and Winchester Case Study 3: Mature Businesses In business making the right financial decisions can mean the difference between win or lose, success or failure. Successful organisations rarely win by accident. They manage their financial strategy and decisions -- balancing risks and rewards -- satisfying the financial needs of the business as well as the expectations of investors. This course explores the typical financial strategy issues for more...

Cisco Building Multilayer Switched Networks Part 2: VLANs This part of the course deals with VLANs, Transparent Bridging, and the Spanning Tree Protocol in a VLAN Environment. While the first portions of this part of the course may be a refresher for the most advanced students, it is expected that the latter portion of this course will be new to all those in it. In particular the Spanning Tree Protocol in a VLAN environment and scalability issues will more...

Cisco Internetwork Design Part 5: ATM Internetwork Design The fifth and final course in the Cisco Internetwork Design series covers ATM concepts, routing and implementation in LANs and WANs. It also covers SMDS concepts and implementation issues. In addition to providing an overview of SNA, it focuses on the hardware, software, and link and gateway components of an SNA network. This course also covers complex SNA internetworking concepts such as SDLC more...

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. more...

Excellence in Service: Providing Superior Customer Service In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints. more...

The Professional Teller: Providing Customer Service ...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 more...

Microsoft Windows Architecture II: User Interface, Internet/Intranet and Choosing Technologies This course is the final part of the four part series for the Microsoft Windows Operating Systems and Services Architecture (WOSA) exams I and II. more...

Microsoft Windows 2000 Directory Services Infrastructure Part 1: Active Directory Installation This course focuses on providing the knowledge and skills necessary for experienced support professionals to install, configure and troubleshoot Active Directory. more...

The Health Care Industry Overview Version 2 ... streamline operations and cut extraneous spending, while providing quality, safe, and cost-effective care to its patients. In addition, operating in a highly regulated environment, industry players need to constantly adjust their systems and processes for compliance. As a result, they are fine-tuning their business strategies and turning to information technology to eliminate inefficiencies in more...

The Insurance Industry Overview Version 2 ... industry has its share of risks and opportunities. While providing risk coverage to individuals and businesses, insurers are striving hard to manage their own risks in the wake of natural and human-made disasters, financial setbacks, and governance scandals. As margins are squeezed in the face of low underwriting profitability and the cushion of investment returns begins to shrink, insurance more...

Inbound Call Center Technology ...g inbound call center technology is one important step to providing better service to your customers. Having technical knowledge of the call center is a considerable advantage when few in the call center environment understand the technology they work with. This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to more...

Professional Skills for Customer Service Agents As a customer service agent (CSA), the focus of your job is to solve customers' problems within a short amount of time. To do this, you have to understand the optimum methods for professionally processing a large volume of customers representing many different personality types. This can be a challenging task. You can successfully handle an agent's workload while satisfying customers by mastering more...

Cross-selling in a Customer Service Call ...e dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies. To cross-sell effectively, you need to prepare for the cross-selling call. This more...

Leading A Customer-Focused Team The quality of your customer service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed. This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The first lesson explains how to work more...

Leading Effective Business Meetings Since there are more than 11 million meetings held every day in the United States, there is a good chance that your life is full of meetings. There is a general agreement among business professionals that most meetings are not well run. They often waste your time, drain your energy, seem to have no purpose, and bear few positive results. Are you tired of attending meetings like this? Are you tired more...

Team Feedback A guide Teamwork is playing an increasingly significant role in the majority of today's top companies. This is based on the assumption that working in teams leads to better business performance. In that case, you must ensure that team performance is managed effectively--feedback being of crucial importance. Feedback about how the team is performing, how individuals are contributing to the team's more...

Effective Feedback for Employees and Colleagues Simulation ...hers receive and employ feedback and learn the process of providing effective critiques. The Effective Use of Feedback for Employees and Colleagues Simulation will provide participants with the opportunity to develop the skills necessary to effectively communicate feedback to their employees, colleagues, and bosses and overcome barriers common to the process of providing feedback. Over the more...

Effective Use of Feedback for Teams Simulation Effective feedback is an essential element of successful teamwork. Periodic reviews and discussions of how the team is performing, how individuals are contributing to the team's performance, and how the team is being managed, are all vital to ensuring that the team continues to perform at peak level. As a team leader, your ability to give and receive feedback will seriously impact the more...

Emotional Intelligence at Work What makes someone a top performer in the world of work? If you think high IQ, advanced degrees, analytical skills, and technical expertise are the answer, it's time to think again. Experts now agree that Emotional Intelligence often determines who will climb the corporate ladder and who will be passed over. Exciting new research shows that, unlike IQ, Emotional Intelligence can be developed and more...

Teamwork and Emotional Intelligence Elizabeth and Cassandra started with the same company at the same time in similar positions. Both were bright women. Both were at the top of the class at prestigious universities. Both had exceptional technical skills. Yet, after six months in the organization, Elizabeth seemed to be making a bigger impact and enjoying more success. She was friendly with members of her own department and knew many more...

Preparing an Effective Internal Business Case Simulation For the purposes of this simulation, you are a senior product line manager of women's apparel for Zenith Athletics a national manufacturer of athletic gear and clothing. When an ambitious subordinate proposes a major market-research project geared toward the creation of a new line of mom-and-tot exercise apparel, you offer your assistance in the preparation of a business case. Tasks focus on the more...

Effective Mentoring Perhaps your organization has asked you to help induct a new employee. Maybe a junior colleague has approached you for guidance. Or perhaps you want to "fast track" a rising star into a particular leadership position. Whatever the case, before you sign on as a mentor you'll want to learn all you can about the process, from how mentoring benefits you and your career to how you can best assist your more...

e-Mentoring Rapid changes in the way organizations look and do business have generated a new business tool: e-Mentoring. Here's an opportunity to examine the challenges and advantages of e-Mentoring and explore how to adapt communication skills to electronic media. Learn how to grow and manage e-Mentoring relationships by effectively selecting and matching e-Mentors and proteges, developing trust, using more...

Mentoring Essentials Simulation You are a Team Leader for the Wireless Technology Group, a research department within The Research Company that focuses on collecting and analyzing data on wireless technologies. You are heading up a new research project that deals with forecasting advertising revenue for wireless communication tools over the next five years. While managing this project, you have also been assigned Tilly Newman, a more...

Leading Generations X and Next This course deals with the characteristics and needs of the two youngest generations in the work force--Generations X and Next. These two generations have quite different attitudes toward work and career development. The first lesson identifies the needs of younger people with regard to their unique position in modern markets, desire for flexibility, desired work rewards, and career development more...

Initiating a Succession Plan Simulation ...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 remain profitable, the company relies more...

Implementing a Succession Plan Simulation ...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 remain profitable, the company relies more...

Coaching Skills At its simplest, a coaching session is a conversation, a dialog between coach and coachee, and so all coaching interventions depend totally on communication. Within that simplicity however, are layers of subtle interaction, which a coachee needs to be aware of, alert to what both "sides" of the conversation are actually communicating--verbally, visually, and vocally. The first requirement for a more...

Managing the Delegated Environment Do you want to increase your effectiveness as a delegator? Are you unsure of how much control and feedback you need to implement when delegating tasks? Then this course will help you achieve those goals. As you proceed through this "Managing the Delegated Environment" course in the "Effective Delegation" series, you will gain valuable insight into several areas including change management, more...

The Power of the Learning Organization In the new Knowledge Age, the only successful organizations will be those that know how to gather, support, and manage knowledge. If you're a manager or trainer who wants to improve performance, you need support from the corporate culture. Take this course to discover what factors make up a learning organization, how to assess whether your organization has them, how to train leaders to support more...

Goal Setting Goal Setting Tools for Managers In ''Goal Setting: Goal Setting Tools for Managers,'' you will learn how to guide employees and mentees through the goal-setting process. You will learn how to foster an enthusiastic and supportive environment for goal setting as well as how to motivate individuals to continually set new and challenging goals. The target audience for this program is administrators, managers, more...

Communicating a Shared Vision If you can dream it, you can do it. Walt Disney's words ring as true today as they did many years ago when they were first displayed above the Epcot Center. The importance of a vision cannot be denied. Neither can the importance of communicating that vision to the people responsible for supporting it. Communicating your vision gives purpose and meaning to the work that people do, and pursuing and more...

Advancing Your Administrative Career ...e? This course will show you how to advance on the job by providing you with important information about having a professional image and a successful attitude. You will learn valuable leadership skills and methods for motivating others. You will gain essential problem solving skills and learn strategic guidelines for managing your career. Putting in your eight hours is one thing, but advancing more...

Leadership in Six Sigma Six Sigma has become synonymous with quality in the business world, but there is no prescriptive process for planning and launching a Six Sigma initiative. Each business must learn to call upon the strengths and abilities of its diverse professionals, from executives to highly trained technical specialists. What are the roles of each in the Six Sigma process? What planning should take place to more...

Supply Chain Management ...er can play a vital role in the success of organizations, providing a competitive advantage in today's aggressive global marketplace. Without sound performance measurement and communication strategies, the relationship between you and your supplier can quickly deteriorate.This course explores many aspects of the organization-supplier relationship, including supplier selection and communication more...

Customer Satisfaction Through Resource Management The ISO 9001:2000 standard structures its Quality Management System (QMS) model into four major areas: Management Responsibility; Resource Management; Product Realization; and Measurement, Analysis, and Improvement. Resource Management is one important component of the QMS. This course examines the management of human, material, and environmental resources that are necessary to maintain an more...

Scoping Your Internet Project Evaluate Statistics This course shows learners how statistics can be used most effectively in eMarketing. Several guidelines also help to further simplify the process by providing a solid framework for reviewing statistics. Professionals who want to create and promote an online marketing strategy more...

Doing Business with the Government This course explains how to identify, win, and manage contracts with the largest consumer of goods and services in the world--the U.S. government. Each year the federal government awards contracts worth over $200 billion to businesses of all sizes and diversity. Of the 20 percent of contracts designated for small businesses, one quarter are aimed at women-owned businesses and another quarter for more...

HIPAA Securing Protected Health Information Congress designed the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Administrative Simplification Rules to make it easier for healthcare providers, insurance companies, and information clearinghouses to provide adequate care for patients. By using a single set of standards for exchanging electronic data, healthcare organizations can send and receive health information more more...

Family Medical Leave Act FMLA Have you or a family member ever been seriously ill and needed to take medical leave? Did your employer give you the leave you deserved without it affecting your job? It is essential to understand the law of the Family and Medical Leave Act (FMLA) in order to protect yourself from losing your job or benefits. FMLA is only relevant to U.S. based employers and their U.S. based employees. In this more...

Dynamic HTML Since the early nineties, HTML has been widely used for developing web pages. HTML has evolved to meet the demand for attractive web pages. However, these pages are static and do not change after downloading. Any interactivity involves repeated communication with the web server which increases download time. Dynamic HTML (DHTML) overcomes this problem by providing your web page this interactivity more...

Adding Professional Features to an ASP NET User Interface To be able to create a user interface that incorporates user assistance features, accessiblity functionality, and advanced validation features Web developers who are familiar with the fundamentals of Microsoft ASP.NET and who wish to broaden their ASP.NET programming abilities, especially those pursuing MCAD or MCSD .NET certification more...

Win2000 Netwk Security Design Providing Secure Access in a LAN This course provides an overview of security policy concepts and the different ways of implementing security. You will learn to use account policies and local policies and to maintain event logs. Security Templates concepts will be covered as will the configuration of the Security Configuration and Analysis utility. You will learn to use the Encrypting File System (EFS) and to configure SNMP more...

Win2000 Netwk Security Design Providing Secure Access in Remote Netwks This course covers demand-dial routing as a feature of RRAS security and also explains the LAN and WAN routing protocols supported by RRAS. You will learn about RRAS security strategies and will learn to configure the RRAS callback options used to verify identities of clients and servers. You will learn about the components of a virtual private network and about the features of the VPN tunneling more...

Win2000 Netwk Security Design Providing Secure Access-Internet This course provides an overview of maintaining security for a private network configured for public access and explains the risks that a network is prone to while using the Internet. You will learn how to protect a network using a firewall and will also learn about the guidelines for placement of Web and FTP servers, application servers, RRAS servers, and DNS servers while configuring a firewall. more...

Win2000 Professional Custom Desktop Environment In this course you will learn how to customize your desktop environment in Windows 2000 Professional. You will learn how to install multiple languages, use input locales, and compose multilingual documents. You will also learn how to customize elements of your desktop such as the taskbar, My Documents, My Computer, display settings, and accessibility services, as well as how to connect to another more...

4G Implementations To outline 4G wireless networks and applications Technical professionals; IT and business managers who need to learn about emerging broadband wireless technologies; students studying or researching broadband wireless communications and technologies more...

Higher-Layer WAN Protocols This WestNet e-Learning module reviews connection-oriented switched services commonly used to move information across a wide area. These services include Integrated Services Digital Network (ISDN), frame relay, and X.25. Although we refer to this unit as Higher-Layer WAN Protocols, these protocols are essentially Data Link Layer protocols. However,these protocols go beyond simple link more...

First Aid--Medical Emergencies Medical emergencies can occur at anytime but may be hidden because of injuries suffered in an accident, or an accident may trigger a medical emergency such as a heart attack, stroke, or seizure. This one-hour training will focus on the signs and symptoms of specific medical emergencies and their treatment. Being trained in first aid could mean the difference between life and death. Note: This more...

Mold Awareness ...arly susceptible to mold-induced allergies or infections. Providing information on the hazards associated with mold is an important aspect of the health and safety requirements for businesses and organizations. This course is part of the Safety and Health Series and is aimed at any employee whose normal job activities could result in occupational exposure to mold. This course provides the more...

mySAP EBP 3 0 Overview ...vices directly from his desk. The course will commence by providing an overview of the possible procurement structure of a company, continuing right through the selection of articles to be purchased to the goods receipt approval and approving invoices . It also explains how the roles fit into the overall context of EBP. The course is intended for those who need to acquire knowledge about more...

Working with Text and Paragraphs in Word 2007 ...rd 2007 makes it easy to apply formatting to documents by providing a live visual preview of various formatting options. This enables you to view the formatting change before actually committing to it. This course explains the Font and Paragraph formatting options, as well as the Mini toolbar and live preview features. In addition, the creation and formatting of bulleted, numbered, and more...

Business Contact Manager with Outlook 2007 ...les and marketing to ensure excellent customer service by providing customer and contact management in one central location. It allows you to easily manage all your contacts, customer information, and opportunities in one location making it easier to find and manage. It also allows you to create marketing campaigns and send them to prospective customers, as well as track any communications with more...

Collaborative Features in Word 2007 ...ons 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 various workspace more...

Financial Management - Understanding Financial Statements The course is about providing a basic understanding of an organization?s financial statements.  more...

Organizational Crisis Management - Resolving Crises in Organizations This course underlines the vital importance of effective and controlled communications. Guidelines are presented on handling calls controlling the communication flow messages and audiences and communicating in the crisis aftermath. The course looks at communication with non-media stakeholders giving particular attention to employees. The final section covers communication with the media providing more...

Microsoft Visio 2003 Proficient User This course introduces the basics of Microsoft Visio 2003. The course focuses on the core features of Visio 2003 providing learners a solid foundation in essential Visio 2003 skills. This will help the learners create simple and specialized diagrams by using different shapes and wizards provided by Visio 2003.  more...

Listening Skills: The Fundamentals of Listening This course highlights general benefits and misconceptions about listening as a means of introducing the concept of listening. It also teaches the learner how to interpret messages and identifies three common types of listening. It provides a step-by-step process on how to become a critical listener and explains the benefits of providing feedback to speakers. It details how to provide feedback by more...

Employee Performance: Providing Feedback In "Employee Performance: Providing Feedback " you will learn to develop the skills needed to give constructive feedback-both praise and criticism-to subordinates or peers. You will also learn the role feedback plays in improving performance and when and how to deliver feedback so that it can be 'heard' by the recipient.  more...

SQL Server 7.0 Data Warehousing SQL Part I This course is designed to help students gain knowledge of the core components of data warehousing application development tools and SQL management tools. The course introduces basic concepts terminology for understanding SQL Server 7.0 relational databases Structured Query Language and new or improved features. It builds on this foundation to cover client/server web applications programming more...

Microsoft Commerce Server 2000 Design and Implementation Part 5: Infrastructure, Security, & Admin. This is the final course in a five part series that covers designing a network infrastructure to support Commerce Server 2000, describing the infrastructure components including Web Farms, staging servers and development servers, and covering network performance improvement by using switches to connect servers. The course focuses on providing network security, including configuring firewalls and more...

Cisco Building Multilayer Switched Networks Part 2: VLANs This part of the course deals with VLANs, Transparent Bridging, and the Spanning Tree Protocol in a VLAN Environment. While the first portions of this part of the course may be a refresher for the most advanced students, it is expected that the latter portion of this course will be new to all those in it. In particular the Spanning Tree Protocol in a VLAN environment and scalability issues will more...

Microsoft Windows 2000 Directory Services Infrastructure Part 1: Active Directory Installation This course focuses on providing the knowledge and skills necessary for experienced support professionals to install, configure and troubleshoot Active Directory. more...

Understanding Color Basics This course was designed to teach anyone involved in graphic communications, the basics of color reproduction. The course has any easy to use interface and bookmark feature that lets you return to course right where you left off. The course features full sound and video and all the text is also in a scroll window for those without audio capabilities. The course is full with interactive color more...

Microsoft Commerce Server 2000 Design and Implementation Part 5: Infrastructure, Security, & Admin. This is the final course in a five part series that covers designing a network infrastructure to support Commerce Server 2000 describing the infrastructure components including Web Farms staging servers and development servers and covering network performance improvement by using switches to connect servers. The course focuses on providing network security including configuring firewalls and more...

360-Degree Feedback: Implementing a 360-Degree Program 360-Degree Feedback Programs: Implementing a 360-Degree Program covers the 360-degree feedback process and explains how to develop a feedback questionnaire choose a collection method and select raters for 360-degree feedback. It also covers how to create training programs for providing and receiving feedback as well as how to analyze 360-degree feedback results develop an improvement plan and more...

Emotional Intelligence: Developing Emotional Intelligence Skills Emotional Intelligence: Developing Emotional Intelligence Skills gives the student an overview of the use of Emotional Intelligence in corporations and provides a process for applying Emotional Intelligence in everyday activities. The program covers how the process can be applied in various situations including being assertive providing and accepting feedback building positive work environments more...

Frontline Leadership: Knowledge in the Workplace Frontline Leadership: Knowledge in the Workplace emphasizes the importance of managing knowledge in the workplace conducting assessment interviews for employees utilizing employee knowledge and input and providing employees with opportunities for continuing education. The program also details the affects technology has on the exchange of knowledge and offers guidelines for using specific types of more...