From Serebra Learning Corporation
Project Management: The Fundamentals 


Participants in
Project Management:
The Fundamentals will understand the importance of project management and learn to differentiate between product and project management. They develop an understanding of the roles and responsibilities of the project manager, the various aspects of the project environment, and the importance of developing a quality project team. In addition, they become familiar
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The Professional Teller: A Day in the Life of a Teller 


The
Professional Teller: A Day in the
Life of a
Teller reinforces in the student the skills and knowledge developed and learned in the previous programs of the series. The student will learn the customer service process and how to deal with an angry customer. The student will also learn the check cashing process, how to recognize the various types of endorsements, what represents an acceptable
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Solutions Development Discipline - Part 3 


This course is the final part of a three part series for IT Professionals. This series will discuss
Microsoft's philosophy on team organization, introduces a milestone-driven process model to manage the risks inherent in a dynamic environment, and provides an architectural framework for
MultiThreaded development that emphasizes reusability and distribution.
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Implementing an Organization-wide Mentoring Program 
Would a mentoring program give your employees the extra edge they need to succeed? In this course, you'll learn about the purposes, advantages, and procedures involved in developing a mentoring program. You'll examine the program coordinator's role and the guidelines that should be in place before the program begins. You'll learn about selecting and matching mentors and proteges and motivating
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Win2000 Netwk Sec Design Analyzing an Org Sec Reqts 
...t structure. You will learn the various network roles and responsibilities and will analyze the impact of security design on an organization. After learning about the different types of network security risks, you will learn to plan secure boundaries through firewalls and firewall components, such as a screening router, bastion host, dual homed gateway, screened host, and screened subnet. You
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Introducing Contact Centers Contact Center Essentials 
This course introduces the functions of customer contact centers and the roles of customer service representatives (
CSRs) to provide exemplary customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and
Internet technologies
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ITIL Service Level and Capacity Management 
IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services
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ITIL Continuity and Availability Management 
American businesses have had to face many disasters since the onset of the new millennium. There have been fires, hurricanes, tornadoes, floods, large-scale power outages, terrorist attacks, and damaging computer viruses, just to name a few. As businesses become more dependent on IT services, disasters such as these can disable or even ruin companies in the blink of an eye. The delivery and
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ITIL Financial and Security Management 
IT organizations face numerous challenges every day. Two of the biggest challenges are to become and stay profitable and to protect their systems from unauthorized access. The IT infrastructure library (
ITIL) is the most widely accepted approach to IT service management (
ITSM), and it can help IT organizations set up rigorous processes to aid in their efforts to become and remain solvent and to
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The Inbound Call Center 
Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the
20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework
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Building Dynamic Teams Strive for Effectiveness 
This course will help team members to clarify roles and assignments to minimize misunderstanding, conflict, inactivity, and other hurdles to success. Professionals who want to work more effectively with others to achieve shared goals.
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The Call Center Industry 
When people pick up a phone and hear someone greeting them from the
XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:
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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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Establishing Team and Customer Relationships 
... of a
Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a
Customer Support Center, customer relationships are everything - and communication is king Many customer problems are caused by communication breakdowns. This course
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Project Lifecycles and Stakeholders 
Every project has a beginning and an end, but what happens in between is less predictable. The project life cycle will most likely involve uncertainties, and it's how these uncertainties are handled that determines the outcomes of the project. The more familiar one is with project phases and stakeholders, the more easily one can keep the project on track and on budget. Organizations might "fast
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Introduction to IT Project Management 
Do you want to increase your effectiveness as a leader in project management? Are you unsure of the key skills needed for managing an information technology (IT) project? As you proceed through this "
Introduction to IT Project
Management" course in the "
Project Management for IT Professionals" series, you will gain valuable insight into project management with a special focus on managing IT
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Functions of IT Project Management 
William
Shakespeare wrote, "Be not afraid of greatness; some are born great; some achieve greatness, others have greatness thrust upon them."
Good information technology (IT) project managers are trained, not born. As an IT project manager, you can achieve greatness by improving and developing your own skills through continued education and experience. Your management skills will become better
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The Life Cycle of an IT Project 
Did you know that your information technology (IT) project becomes more vulnerable as it goes through the various stages of development? That's because during each stage of development the project becomes more complex, increasing the chances of something going wrong. Incorporating a structured framework for developing IT projects, also known as a life cycle, enables your corporation to implement
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Managing the Execution and Control of IT Projects 
Did you know that the average IT project has cost overruns of nearly 200 percent, and that almost 30 percent of all IT projects fail? Why do you think IT projects are so vulnerable to cost overruns and failure? How can you ensure that your project does not end up as one of these statistics? You can avoid being a statistic by managing project scope, cost, and scheduling. As you go through this
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Managing Efficiencies of IT Projects 
Are you delivering quality application systems? Do you know how you can ensure that your projects deliver value to your organization? The key to delivering value is "process."
Organizations are becoming more aware of the importance of following the same process for each project. In this course, you will learn how to converge methodologies with other project management techniques and process
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Project IT Management Simulation - The Early Stages 
American
Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and continues to increase its customer base. To further simplify the buying process,
American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for online
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Project IT Management Simulation - Design to Rollout 
American
Auto is a large automobile company that designs, manufactures, and markets cars and trucks worldwide. With its one price and no-haggle sales approach, the company has been very successful and enjoys a continuous increase in its customer base. To further simplify the buying process,
American Auto has recently embraced the idea of upgrading its web site's virtual showroom to allow for
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Project Management Fundamentals 
The evolution of business strategies has increased the importance of management having a thorough understanding of the products they produce. More and more employees are getting promoted from within to become project managers as they fully understand what they are trying to produce and how best to meet the quality and quantity requirements set forth by upper management. Project management, as a
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Transitioning into a Project Management Role 
...d to deal with the significant changes in your role. Your responsibilities broaden from managing yourself to managing others, from short-term to long-term goals, and from tangible to intangible issues. Time and experience will develop and refine your project management skills, but this course will prime you for the process of transitioning into a project management role. It will discuss the
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Ethics and Professional Knowledge PMBOK aligned 
...managers must have a clear comprehension of these ethical responsibilities. Project managers must also be aware of their professional duty to contribute to the body of project management knowledge, to pass on that knowledge to others, and to assess and enhance individual competence. This course teaches prospective project managers techniques for making ethical choices; contract elements for
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Program Lifecycle and Organization 
Regardless of your industry, programs and program management exist within their context and act as the infrastructure for implementing strategies. Effective program managers must be mindful of how different industries can impact program life cycles and the benefits they are designed to reap, and must continually refine their skills for adapting program life cycles to strategic goals. This course
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Participating Effectively in Business Meetings 
A meeting is a gathering of people to present or exchange information, plan joint activities, make decisions, or carry out actions already agreed upon. Almost every group activity or project requires a meeting, or meetings, of some sort. Knowing how to hold efficient and effective meetings can help make projects successful. In a good meeting, participants' ideas are heard, decisions are made
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Mentoring Essentials Simulation 
..., a new hire in your department, to be your protege. Your responsibilities within this simulation are to inform
Tilly of company policies, prepare an
Action Plan for her professional development, and guide Tilly through personal and professional problems. During this first month, you will practice: supportive listening, giving effective feedback, guiding by asking questions, advocating for your
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A New Manager s Responsibilities and Fears 
...xcitement is over, you may begin to wonder about your new responsibilities. Your main focus is now on managing the activities of others and ensuring that the company's resources are used effectively. Apprehensions about whether you are able to do the job are natural--it merely indicates a healthy respect for the role. Taking some time to consider how you can best direct your current abilities
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Managing Managers 
Senior managers provide a vital connection between organizational leadership and frontline management. They oversee the development of the organization's goals and its achievement. In addition, they must also manage relationships, both across the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that
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Effective Delegation Simulation 
...simulation, the learner will assume first-time management responsibilities, serving as the department lead of a marketing team for
First Things First--a manufacturer of child safety products. Working closely with three key employees, the learner will progress through the various stages of delegation, moving from assignment of tasks to overcoming delegation resistance. The simulation is
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Hiring Considerations 
Recruitment is a complex and important activity for a manager. Effective hiring requires effective preparation. The recruitment process must be fair and safe, and there is plenty of legislation to trip up the unwary manager. Getting any part of this wrong is expensive, time consuming, and damaging to the good name of the company. This course will give you a brief overview of the major employment
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PrimeFinance The Ground Rules 
This course defines the relevance of finance for the nonfinancial manager. Project managers and department managers who need to take on budgetary responsibilities and input into business decisions .
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PrimeFinance The Financial Statements 
This course explains the core financial statements (income statement, balance sheet and cash flow statement) and how to interpret them. Project managers and department managers who need to take on budgetary responsibilities and input into business decisions .
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PrimeFinance Evaluating Performance 
This course describes appropriate managerial responses to an evaluation of liquidity, activity, profitability and solvency ratios. Project managers and department managers who need to take on budgetary responsibilities and input into business decisions .
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PrimeFinance Budgeting Matters 
This course describes how to relate budgeting and the key budgeting methods to a manager's work. Project managers and department managers who need to take on budgetary responsibilities and input into business decisions .
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PrimeFinance How to Budget 
This course describes how to interpret and control budgets. Project managers and department managers who need to take on budgetary responsibilities and input into business decisions .
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PrimeFinance Making Investment Decisions 
This course describes the decision points that support capital budgeting within an organization, and continues to explore how a range of techniques (including
CVP,
NPV, payback,
IRR, and
ARR) can be used to conduct short- and long-term project evaluations within this process. Department managers who need to take on budgetary responsibilities, input into business decisions and participate
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Communicating with Power and Confidence 
...isten. They have been empowered and given many managerial responsibilities. They can now work alongside rather than as subordinates to their managers. They no longer only proofread, make coffee, or take notes. Today they run team meetings, benchmark, make presentations to senior management, pass out their own business cards, and earn degrees. Administrative support professionals who can
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Administrative Functions 
...onals are the central nervous systems of an office. Their responsibilities are numerous and vital to the operation of their organization. Knowing the best ways to perform office functions will enable administrative support professional to complete their responsibilities efficiently and effectively. This course will present you with information that will help you succeed at your job. It will
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Setting the Stage for IT Success 
...responsibilities of IT professionals changed over time? What can you do to bring together the diverse concerns of the IT department and top business managers? What are the best ways to convince management that your IT solutions are grounded in reality? Answers to these questions are presented in this course examining strategies that learners should know to understand the role of IT manager, to
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IT Challenges Present and Future 
With every improvement in information technology comes new challenge. Whether trying to upgrade systems, enhance e-commerce opportunities, or simply make projects more successful, your job as IT manager is to avoid the pitfalls inherent in each task. Meanwhile, new and demanding responsibilities are on the horizon for governance, cybersecurity, and incident response, fields that are still under
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Six Sigma--Measurement System Re-analysis 
Have you ever tried to change your life with a diet or exercise program, only to backslide and lose all the positive changes you made? It's easy to lose sight of the ultimate goal--improved health and fitness--after reaching your goal weight and fitness level. Maintaining positive changes takes just as much effort and vigilance as making the changes initially. Likewise for businesses--the benefits
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Six Sigma Team Leadership 
By addressing customer needs, streamlining processes, minimizing variance, and addressing poor quality and inefficiency,
Six Sigma can encourage a more profitable and sustainable business. The development and leadership of an effective team is critical if these outcomes are to be achieved. An effective Six Sigma team comprises the right people using their skills in collaboration with each other to
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Six Sigma Team Dynamics and Performance 
...Six
Sigma teamwork. You'll learn about team member roles, responsibilities, and interaction styles, as well as methods for resolving team and people problems. In addition, you'll learn about that all-important organizat
Candidates for black belt certification; managers/executives overseeing personnel involved in the implementation of
Six Sigma in their organization; consultants involved in
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The Six Sigma Change Agent 
...es used? In this course, you'll learn about the roles and responsibilities of the
Six Sigma change agent. You'll explore ways to build a change management process and how to plan for change implementation. Effective communication is central to Six Sigma success, so this course will introduce you to the components of a successful communications strategy. Many organizations, and often even
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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
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Operations Management Operations Components 
Operations
Management:
Operations Components offers the student an overview of seven components of operations management. The program defines each of the components and introduces the student to the responsibilities of an operations manager. In addition, the program offers examples of how each component is applied to a company s operations. The target audience for this series is managers,
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Introduction to Brand Management 
...able, long-lasting brand. First, you will learn about the responsibilities of a brand manager, from conception of a brand to building, evaluating, and maintaining brand equity. Then, you will be introduced to a brief history of branding and its intended purpose. This also includes the elements of a great brand, and current trends in branding. Finally, you will recognize the components and
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Developing a New-product Strategy 
...our research and development department. One of your main responsibilities as a product manager is to create a new-product strategy. This means that in addition to developing new-product goals, you also need to develop a plan for reaching those goals. In this course, you'll explore the tools and techniques to help you create a new-product strategy for the products or product line for which
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Workplace Manager Workplace Attitudes 
This course describes your role, as a manager, in carrying out the company's legal responsibilities and policies relating to discrimination and harassment. All employees within an organization, whether new hires or as a refresher program for long-term employees.
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A Manager s Introduction to Business Law 
This course introduces managers to the fundamental concepts of business law. It begins by exposing some prevalent legal misconceptions shared by management and establishes the true role that law plays in society and business. The relationship between business ethics and law is explained and how managers serve as vital role models for demonstrating ethical business practices. This course also
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Foreign Corrupt Practices Act 
U.S. firms seeking to do business in 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
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Attorney-Client Privilege 
... losing their rights. This course defines attorney-client responsibilities and examines how the privilege encourages open and honest communication between attorneys and their clients. This course offers recommendations for using high-tech solutions to protect privileged information, ensuring attorney-client confidentiality. It also examines how recent changes in the anti-money laundering
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Independent Contractors and Temporary Employees 
... agreement with the appropriate distribution of risks and responsibilities. This course explains the differences between independent contractors and temporary employees, the benefits and drawbacks of both, and how to get the most out of your hiring practices. SkillSoft's
Legal Compliance courses are developed and maintained with subject matter support provided by the
Labor,
Employment, and
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Documenting Discipline 
Disciplinary action in the workplace is a delicate matter. A serious conflict between manager and worker can give rise to a lengthy grievance procedure, or, at worst, legal action. Detailed disciplinary documents are the best defense when a manager's actions are called into question. Without these documents there may be no record of a worker's repeated infractions or failure to satisfy job
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Employee Sexual Harassment Awareness 
...e to victims, as well as the rights of employees, and the responsibilities of employers relative to sexual harassment in the workplace. This one-hour course can help your company demonstrate its commitment to a fair, responsible, and healthy organizational environment free from harassment and intimidation. SkillSoft's
Legal Compliance courses are developed and maintained with subject matter
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Supervisor and Manager Sexual Harassment Awareness 
Sexual harassment can have a very negative impact on victims, offenders, and the company in which the offense occurs. There are many forms of prohibited conduct that can create a hostile working environment. Training managers and supervisors about the areas of prohibited conduct is an important part of reducing liability. Company managers have an additional responsibility to both their employees
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Harassment in the Workplace 
Harassment in the workplace is not confined to sexual harassment. Harassment can be based on all protected characteristics, including race, color, national origin, religion, age, and disability. Depending on state law and other circumstances, additional characteristics such as sexual orientation and marital status may also be protected. An effective harassment prevention training program must
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Interviewing and Hiring Practices 
...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 antidiscrimination guidelines. The simulation is
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Supervisor and Manager Sexual Harassment Awareness Multi-State Edition 
Sexual harassment can have a very negative impact on an organization's work environment. Managers and supervisors have a responsibility to both their employees and their company to know their role in preventing and responding to sexual harassment. This role includes knowing the laws, guidelines, policies, and resources for correcting, preventing, and investigating sexual harassment complaints.
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HIPAA Evaluating the Impact of the Privacy Rule 
Employees and managers need to become more aware of the information they disclose about employees and who receives it. HIPAA applies to health information in all formats--including electronic transfers, documents, and spoken communications. Managers and staff will need to use new forms to track the way they use and disclose confidential information, and they'll need to implement changes at the
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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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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 Advanced Enterprise Client Server Dev Part II 
This course investigates advanced concepts and technologies that will help you develop more capable and reliable client/server applications with
Visual Basic. It discusses the attributes of interfaces and the concept of an interface as a contract. It examines the basic
IUnknown interface, the creation and implementation of abstract classes and multiple interfaces, and the fundamentals of the
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Software Project Management 
... curriculum. This course is meant for professionals whose responsibilities include design, development, or management of software systems and who want to understand the basics of software project management. The course provides an introduction to the basic concepts of software project management. It examines the various models and activities related to cost estimation, project monitoring,
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UNIX User and Data Management 
To demonstrate the core administrative functions of managing users, data, and software on
UNIX systems IT professionals working in a UNIX environment for the first time
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Basics of Telecommunications 
...f
Telecommunications WBT is meant for professionals whose responsibilities include design, management, or operation of telecommunications systems and who want to understand the basics of telecommunications. The course provides an introduction to the fundamental techniques and technologies used in the emerging and expanding field of telecommunications. It explores the history and development of
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Confined Space Entry 
This one-hour course covers information about confined spaces, hazardous atmospheres, necessary equipment, and permits. The intent of the course is to provide the learner with information about the hazards and hazard control methods that will permit safe work in enclosed work areas or confined spaces. recognize terms commonly associated with confined spaces distinguish the difference between
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Construction Safety Orientation 
This course is designed to inform new construction workers and site visitors in and around construction sites of the potential hazards and safe work practices associated with the construction industry. The content in this course is designed to comply with the intent of the applicable regulatory requirements. recognize hazards commonly found at construction sites recall safe construction work
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Electrostatic Discharge Safety Training 
This course will provide a basic understanding of static electricity, and how to provide protection from static electricity. The information in this course will focus on the identification, assessment, and control of static electricity for purposes of preventing fires and explosions. Primarily engineering, safety, and maintenance personnel whose responsibilities include determining and correcting
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Emergency Response 
This one-hour course provides information about planning for and responding to emergencies. The intent is to provide the learner with basic information on procedures that cover onsite emergencies such as an accidental release or spill of a hazardous chemical, fire emergencies, explosions, bomb threats, threats to security or personal injuries. The content in this course is designed to comply
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Hazardous Material Management 
...public, and the environment. 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
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Hazard Communication HAZWOPER 
This training discusses programs and procedures dealing with chemical hazards as stated in
OSHA Regulation, 29 CFR 1910.1200, the
Hazard Communication Standard. This training is geared toward employees who are actively involved in cleanup activities. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify employer responsibilities and
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Hot Work Permits 
...k permit program, including the permit process, roles and responsibilities, and controls used to minimize the risk of fire. The content in this course is designed to comply with the intent of the applicable regulatory requirements. identify key elements of a hot work permit program describe the primary roles and responsibilities of key personnel involved in a compliant hot work permit program
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Indoor Hoisting and Rigging 
This course is designed to educate the worker on the significant safety issues to be considered while moving large, heavy loads associated with today's manufacturing and construction industries. The content in this course is designed to comply with the intent of the applicable regulatory requirements. specify general safety issues of cranes, hoisting, and rigging define the purpose of the
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Lockout Tagout 
This one-hour course provides information about control of hazardous energy and work under the protection of a
Lockout/
Tagout permit. The intent of the course is to provide information on lockout/tagout practices and the significance of lockout/tagout devices. The content in this course is designed to comply with the intent of the applicable regulatory requirements. define terms commonly used
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Used Oil Management 
Failure to properly dispose of used oil is a serious, but little recognized, environmental problem. This one-hour course reviews the various regulatory requirements associated with used oil management primarily from a generator's perspective. The goal of this training is to provide you with an overview of the used oil management programs and explain the different regulatory scenarios that apply
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Spill Prevention Control and Countermeasure Plan 
When petroleum products are accidentally spilled, they may damage the environment and pollute our waterways. A spill of only one gallon of oil can contaminate a million gallons of water. This
30-minute course will provide you with information on the prevention and countermeasures you should take should a spill occur. This training will also provide information on the components of a
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Regulatory Compliance Series - Electronic Fund Transfer Act (Reg E) 
...widely used in banking today. The
EFTA establishes rights responsibilities and liabilities to banks and consumers when funds are deposited transferred or dispensed electronically. This up-to-date comprehensive course trains compliance and audit professionals which types of transactions are governed by the EFTA and which are exempt the rules for issuing access devices such as automated teller
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Safety - Fire Safety in the Workplace 
This course covers the basic causes of workplace fires and rules for fire prevention. Beginning with the causes for workplace fires the course then looks at characteristics of fire and different classes of fire. The course also covers various fire protection systems employee evacuation planning and the responsibilities of an employee for fire prevention.
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System Administration Fundamentals Part 1 
This is the first course of five that teaches
11i System Administrators the concepts and fundamentals of their role. The basics of managing application security are covered in the first unit: creating users customizing responsibilities and managing menus and forms. The second unit of the course covers the management of requests request groups and request sets.
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