From Serebra Learning Corporation
Overview of Business Process Management 
... productivity with fewer resources. How can organizations respond to these pressures while remaining competitive in the market? The answer is a
Six Sigma approach to business process management. This course examines the basics of adopting a Six Sigma approach firmly bound to customer needs and bottom-line results. Six
Sigma is a registered
Trademark of
Motorola Corporation, and all right, title
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Progressing through the Complex Sale 
High-value purchases impact across the whole organization. So it's not surprising that these buying decisions are made by those at the top. But getting to these decision-makers isn't easy, which is why selling at an executive level is a more complex operation that requires all the resources of the highly skilled salesperson. This course is directed at supplying those resources. Salespeople who are
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Sales Buyer-Focused Selling 


The
Selling Process:
Buyer-Focused Selling, is the third of sixteen courses in this curriculum. After the completion of this course you will be able to respond effectively to buyers at each stage of a sales interaction and identify categories of buyer needs. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Preparing for Mutual Success Satisfy Customer Needs 
This course helps learners to distinguish different customer characteristics, recognize appropriate techniques to successfully respond to each type of person and convert difficult situations into a positive experience. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and
Internet technologies
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Bridge The Expectations Gap 
You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that, and you'll be shown how
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Diagnosing and Planning 
...fferent challenges. One size does not fit all. You cannot respond to each and every organization in the same way. Rapidly learning about the peculiarities of each business is one of the biggest challenges you face. Take the time to plan what you deliver to clients. Time spent planning implementation--the resources and budget that you'll need--can help to prevent problems arising during
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Working with Difficult People Respond to Challenges 
...Respond to
Challenges, is the thirteenth of fourteen courses in this curriculum. After the completion of this course you will be able to demonstrate several techniques to effectively handle minor and periodic personality differences. The
Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to
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Improving Your Cross-cultural Communications 
Picture the scene. You've been asked to contact some new clients based over 3,000 miles away. You've never spoken with them before and you're not sure what response you'll get. This is a familiar situation that is played out daily in many organizations around the world. How many times have you found yourself in this situation? Thankfully, there are things you can do to improve your cross-cultural
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The Process of Interpersonal Communications 
It is almost impossible to be productive in today's business environment without being an effective communicator. This is particularly true if achievement of your goals depends on your ability to influence others. You need to be able to communicate your ideas, instructions, thoughts, and feelings accurately. This is not as easy as it may seem, and ineffective communication is often at the core of
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Continuous Performance Assessment 
This course shows you how to make performance appraisal a continuous process. The first stage of continuous performance assessment is planning. Appraisal must be linked to performance goals that matter, and these goals need to encompass both the organization and the individual before a performance plan can be agreed on by appraiser and appraisee. Even with conventional roles and relationships this
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Lead and Communicate Effectively as a New Manager 
Employees want decisive leadership from their managers. Organizations, too, need their managers to be clear about their objectives, and how their teams can achieve them. As a new manager, it is important that you understand that leadership is about giving direction, but it is also crucial that you realize that it also involves trusting and empowering your staff. You will undoubtedly have been very
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Moving into Management Simulation 
...ve trouble accepting your promotion, and you will need to respond appropriately to their negative reactions. This will involve confronting and overcoming their concerns and behaviors. You will also need to resolve conflict between team members. As a new manager, you will need to resist the temptation to continue doing your old job. When
Sonya assigns your team to handle the launch of your
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Managing in a Global Business Environment 
...erative. In order to survive, managers need to be able to respond appropriately, not just for today, but for the organization's future success. This means they must plan, organize, direct, and control resources across time, distance, and cultures. Furthermore, in this ever-changing environment the manager must now attract, retain, and promote a diverse workforce. This course seeks to provide a
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Managing Managers 
... have the ability to continuously drive their managers to respond to change and stay ahead of the learning curve, they must also cope with any performance impediments, execute strategy, and deliver results. The target is senior level directors, senior managers of strategic business units, and advanced level managers. It would also be of interest to managers working in government agencies or
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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
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Mindsets Emotions and Coaching 
...ut of control? You need to read the signals correctly and respond accordingly to improve their mental states. Of course, your own frame of mind also has an impact on the effectiveness of your coaching sessions. If you feel out of your depth or challenged by the content of the session, it's likely to affect your This course is for anyone in an organization who has a role in improving the
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Knowledge as Strategy Performance Improvement 
...on, 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 organizational structures that support continuous learning. This course introduces learners to a new focus on performance improvement based on
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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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Six Sigma Reducing Variation to Improve Quality 
...at, do you expect everything to be perfect? How would you respond if one of your employees said that to you? You might consider saying, "
Well, yes " In fact, striving for near perfect quality is reasonable and achievable. It's a matter of reducing variation through the use of
Six Sigma. "
Variation," or deviation from what the customer wants, may be inherent in the business world, yet by
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Managing and Maintaining Brand Equity 
...hions come and go and even lifestyles change. How can you respond successfully? By being ready for change and having a plan of action. This course gives brand managers, and anyone involved in marketing, an awareness of the ongoing spectrum of issues involving brand management, as well as step-by-step strategies to help your brand survive--and even thrive--in a competitive market. So, what
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Workplace E - Workplace Attitudes 
This course presents the employee perspective on discrimination and harassment.You will learn which aspects of employment are influenced by an equal opportunities policy; how to recognize, respond to, and avoid discrimination and harassment; and the warning signs of and responses to violent behavior. All employees within an organization, whether new hires or as a refresher program for long-term
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Safety Health Safety 
This course explains the regulations that you and your company must comply with to ensure the health and safety of everyone. It also teaches you the negative effects of alcohol and drug abuse and how to respond to warning signs. All employees within an organization, whether new hires or as a refresher program for long-term employees.
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Managing Sexual Harassment Problems Simulation 
...at the intent of this simulation is to illustrate ways of responding to sexually harassing behavior. The types of responses the simulation presents are not intended to apply to all situations. Other responses may be as appropriate or effective, or more so, in particular situations. Individual employees will need to decide, on the basis of their own specific circumstances, how best to respond.
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Fair Labor Standards Act FLSA 
...of
President Roosevelt's
New Deal--its primary aim was to respond to growing concerns about poor working conditions in many industries. The
FLSA regulates wages, maximum hours of work and overtime, as well as child labor. This one-hour course enables participants to understand the main provisions of the act, helping both employees and employers understand their rights and responsibilities in
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Visual Basic 6 Introduction Part II 
...tructures and looping structures to control how a program responds to different conditions. In the last unit, you will be introduced to various controls and functions that can be used to increase the functionality and usability of programs. This unit also discusses the importance of input validation and how to implement input validation measures in a program. Related
Exam:
Microsoft Exam more...
Win2000 Professional Optimizing System Performance 
In this course, you will learn to optimize system performance and to automate tasks and create offline files and folders. This course explores the use of
Task Scheduler, as well as changing schedules and customizing tasks. You will also learn about the benefits of offline files and the situations in which the offline files and
Briefcase are used. The course also explores creating and synchronizing
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Using Effective Remote Communication 
To recognize the importance of effective communication and professional workplace behavior
Computer technicians who have accumulated 500 hours hand-on experience in a lab or in the field and, ideally, have completed the A Essentials exam (
220-601)
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Security Safety and Communication 
To understand the role of security in an organization, the importance of following safety and environmental guidelines, and how to communicate with customers in a professional manner The for this path includes entry-level computer technicians who will, by the end of studying this path and before taking the exam, have accumulated 500 hours hand-on experience in a lab or in the field
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JES2 Job and Device Control II 
This course discusses basic computer operations in an
MVS JES2 environment. It describes the devices controlled by
JES2, explains how to determine which devices connected to the computer system are under the control of JES2 and describes the status of JES2 commands to control device status. The course examines the commands used to control JES2 printers, describes the setup requirements that can be
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Defensive Driving Techniques 
This one-hour course will provide advanced defensive driving techniques to reduce your chances of being involved in a motor vehicle accident. The content in this course is designed to comply with the intent of the applicable regulatory requirements. specify concerns to be addressed before and while driving use safe driving techniques to avoid collisions drive safely in various weather
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Emergency Response and Spill Control HAZWOPER 
...respond to various emergency situations and describes control of situations both by the workers involved and by trained emergency personnel. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define "hazardous materials" recognize where spills are likely to occur identify the elements of an emergency response plan specify spill
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Fire Prevention and Safety 
This one-hour training course addresses how to prevent fires and recognize fire hazards. It will also discuss what actions to take in the event of a fire, including the proper use of portable fire extinguishers. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define the chemistry of fire recognize common fire hazards classify types
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First Aid--Basic 
...ystematic approach to evaluate an emergency situation and respond to basic first aid situations prior to the arrival of the
Emergency Medical Services (
EMS). Note: This training should not be used as the primary basis for any first aid certification. It is intended to provide the learner with knowledge-based training only. This training should be accompanied with a performance-based component
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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
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Hazardous Material Management 
...t. It also covers the roles and responsibilities of those responding to events involving hazardous materials. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define hazardous materials identify the factors that influence how spills are controlled recognize where spills are likely to occur identify possible responses to a release
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Microsoft Outlook 98 Basic 
The
Microsoft Outlook 98 Basic course introduces you to the basic features of
Microsoft Outlook98, which is an integrated information management program that helps you communicate with others and organize your personal and business information. As you work through each unit in the course, you will learn how to create and send electronic mail (also called e-mail), respond to e-mail messages,
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Lotus Notes 4.6 Mail 


This course is designed to provide students with the skills and knowledge of
Lotus Notes and discusses the relationship between database, documents, forms and views.
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Microsoft Windows 2000 Clustering Part 3 - Maintenance 
This is the final course in a three part series that provides students with conceptual background practice in routine and unplanned maintenance of
Cluster Services. The student will learn how to use command-line utilities scripting and the
GUI to manage cluster resources to accommodate growth or respond to system failure. Equal emphasis should be placed on instructing students in why tasks are
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Sales Skills: Effectively Closing a Sale 
In
Sales Skills:
Effectively Closing a
Sale you will learn how to focus on clients' key issues when speaking to them why product demonstrations are beneficial and why it is important to speak with satisfied clients. You will also learn how to recognize buying signals how to respond to resistance and what to do if a sales meeting becomes uncomfortable. In addition you will learn when to close
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Interpersonal Communication: Listening Skills 
Interpersonal
Communication:
Listening Skills teaches you how to develop the skills you need to be a critical listener and how to respond appropriately to speakers. In this program you will have the opportunity to visit with a listening expert and practice skills in a work environment. Both activities will help you improve your listening skills and decrease listening problems in the workplace.
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Managing Performance: Overcoming Performance Appraisal Challenges 
In
Managing Performance: Overcoming Performance Appraisal Challenges you will learn how to encourage regular communication how to conduct a status meeting and how to document ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition you will learn about the laws governing the appraisal process so you can
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Negotiating: The Negotiation Process 
Negotiating:
The Negotiation Process offers the student a process and guidelines to follow to conduct a successful negotiation as well as guidelines to facilitate communication during a negotiation. This program addresses the types of questions a person should ask during a negotiation and how to respond to questions posed by the other party. In addition this program discusses the different
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Advanced Features of Flash 4.0 
One of the most important features of
Macromedia's
Flash 4.0 is its programming capabilities. Flash enables the student to create movies that are dynamic have machine-calculated properties and can respond to user input. Movies can be used to send raw data to the server side applications and scripts and receive data from them. Flash 4.0 provides tools that help create truly advanced movies and
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From 123-CBT Computer Based Training
Outlook 2000 Proficient User 

...he
Options dialog box.
Assign a task to another person.
Respond to a task request.
Send a status report to another person regarding the progress of an assigned task.
Identify the elements of the
Journal interface, including the setup options that are available when you use Journal for the first time.
Create a new journal entry manually.
Edit a journal entry.
Identify the built-in views
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Sales Skills Gaining Customer Commitment 

...ions during the sales process. Respond to a client based on his or her stage of need. Explain how your product or service meets the key issues. Manage a client's anxiety by speaking plainly, asking for feedback, and sharing success stories. Complete the five stages of negotiation.
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Sales Skills Effectively Closing a Sale 

...u will also learn how to recognize buying signals, how to respond to resistance, and what to do if a sales meeting becomes uncomfortable. In addition, you will learn when to close during a sales call, some common closing techniques, and how to follow up with clients. Learn To Identify a client's key issues and complete a key-issues matrix.
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C Programming - Part 4 

...on-handling mechanism to enable programs to recognize and respond to run-time errors. Instantiate and manipulate C++ collections. Identify classes in the I/O library. Create file and string streams. C ontent
Emphasis Skills-Based A udience
Application developers, software engineers, systems engineers, and programming specialists are some of the people who would benefit from
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SQL Server 7 0 System Administration - Part 4 

...s to help isolate and solve problems.
Create an alert to respond to a specific error.
Create an alert on a user-defined error.
Define an alert response.
Identify the factors that cause looping alerts.
Identify the features of a multiserver environment.
Define a master server.
Define a target server.
Identify the facts to consider when making changes to a job in a multiserver
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Outlook XP Proficient User 

...e an additional attendee to a scheduled meeting. Respond to a meeting request. Reschedule a recurring meeting. Propose a new meeting time. Cancel a meeting. Publish free/busy time for other
Outlook 2002 users to view. View the free/busy time of another user. Identify features of the
Contacts folder. Create a new contact by
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Self Development Increasing Your Assertiveness 

... Approach conflict assertively. Respond assertively to three types of put-downs. Express your emotions assertively. Identify four fears that inhibit the expression of anger. Express your anger constructively. Simulation Overview: In this simulation, you
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Self Development Positively Influencing Others 

...ng
Satir modes and sensory systems, building rapport, and responding appropriately to verbal attacks. In addition, the program details the process for empowering others. Learn To Identify steps to improve and encourage active listening skills. Identify the Satir modes and appropriate responses to the Satir modes.
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Interpersonal Communication Listening Skills 

... the skills you need to be a critical listener and how to respond appropriately to speakers. In this program, you will have the opportunity to visit with a listening expert and practice skills in a work environment. Both activities will help you improve your listening skills and decrease listening problems in the workplace. Learn To Identify the difference
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Interpersonal Communication Effective Communication 

... identifying the receiver, choosing a proper channel, and responding to feedback. In this program, you will also learn how to overcome a variety of common forms of interference. Learn To Identify the seven elements of communication. Choose an effective channel based on network structures. Respond
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Conducting Meetings Managing a Meeting 

...omptu meeting was called to decide how the company should respond to this change. It is your responsibility to manage the meeting and control the flow of discussion. Unit 3:
Eliminating Groupthink (0.5 - 1 hour) Understand how groupthink affects meetings. Recognize the characteristics of a group suffering from groupthink.
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Correcting Performance Problems Addressing Performance Problems 

...to address negative employee responses, as well as how to respond when to employee reactions such as denial, excuses, and shifting blame. Learn To Apply the guidelines you should follow when conducting a constructive feedback session. Follow the steps for conducting a feedback session. Follow the process
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Managing Performance Overcoming Performance Appraisal Challenges 

...ocument ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition, you will learn about the laws governing the appraisal process, so you can reduce the risk of legal challenge. Learn To Given a six-step process, conduct a status meeting with an employee.
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Negotiating The Negotiation Process 

...tions a person should ask during a negotiation and how to respond to questions posed by the other party. In addition, this program discusses the different negotiation styles and provides examples of situations for which each style is appropriate. Learn To Identify guidelines you should follow during a negotiation. Identify steps of
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Project Management Project Risk Management 

...ve analysis. Finally, you will learn constructive ways to respond to, monitor, and control risks to effectively manage the threats and opportunities that affect projects.
Learn To:
Understand the fundamentals of
Risk Management including its constituent processes and the types of risk project managers may encounter.
Understand the components of risk planning and identification.
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