Online Success eLearning Training

Creating an Effective Sales Team ...ership is the most important element of a sales forcea s success, and it has some unique challenges. In this course, a sales force leader will learn how to get a sales team organized, motivated, and focused on results. There are suggestions and tools for creating a cohesive team, developing a high level of commitment to goals, and coaching sales professionals for improved performance. more...

The Power of being Different This course discusses the necessity of being different as a powerful tool toward achieving success. more...

Boost Your Self-Confidence And Enjoy Selling Success Reinforce your self-motivation, understand how to improve your attitude and set goals. more...

Career Assessment Profile ...o you know what you are best suited to do? So much of our success depends on matching what we do with what we do best. The Career Profile indicates how your personality can affect your potential. The online assessment can predict your job performance and will point you to the areas you need to work on to increase the likelihood of your success.Students may complete this course within a more...

Entrepreneur Assessment Profile ...eur Profile indicates your potential for satisfaction and success as an entrepreneur. The online assessment tells you if you are ready to make the leap, and points to the areas you need to work on to increase the likelihood of success. Students may complete this course within a reasonable period of time. Contact Hours give an indication of how much time is needed to take this class. As an extra more...

Leadership Assessment Profile A Trump U Course- Do you have the personality and style to be a leader? The Leadership Profile indicates your potential to handle the challenges of responsibility. Your online assessment tells you if you are likely to achieve what you want, and points to the areas you need to work on to increase the likelihood of success.Students may complete this course within a reasonable period of time. Contact more...

Proven success in building an E-business Before you invest, learn the essentials of running an on-line business and avoid getting ripped off! more...

What Inexperienced Homebuyers MUST Know Before They Buy a Home A Trump U Course-If you ever plan to buy a house this course can save you money, time and aggravation. This course will give you expert instruction, including video tutorials that can save you thousands and position you for success and security in your personal real estate investments. Students may complete this course within a reasonable period of time. Contact Hours give an indication of how more...

Becoming an Effective Team Member ...success is the effort of each individual team member. As just one component of your team, it is up to you to do the best that you can for the team in order for it to achieve its goals and objectives. In this course, you will learn Tips and Key Points for developing a team-oriented attitude and learning to work with your teammates. You will soon see better team results as you develop more...

Coaching and Counseling Course description -- It would be na ve to think that all employees have the skills necessary to succeed without even being taught what these skills are. In addition, many people may have personal concerns that hinder work performance. By learning how to effectively coach and counsel, you can help your employees ease personal burdens and train them in the skills they need to be better employees. more...

How To Master Personal Career ...success is a function of personal skills that relate to professional activities, such as interviewing for a new job, balancing work and family, and managing stress. The 10 courses in this bundle develop personal competencies that will support your employees' career aspirations and enhance their effectiveness in their private lives. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't more...

Motivating Employees ...ated and dedicated workforce is the formula for long-term success. This course gives practical suggestions for identifying group and individual motivating factors and mobilizing them to energize employees. There are tools, techniques, and methods for revitalizing the workplace and encouraging initiative in each person in order to move everyone forward. IMPORTANT NOTE: INTERNET EXPLORER (IE) more...

Succeeding as a Supervisor ... A supervisor is a critical player in an organizationa s success. Here is where the most valuable resources, particularly the workforce, are either maximized or wasted. This course details the most important elements of successful supervision, with attention to both people and organizational skills. There are tools and techniques for making the most of the talents of the work group, personal more...

Pharmacy Technician National Certification Exam Preparation Course ...ng fully prepared for this exam! Improve your chances for success with the National Certification On-Line Review Course. The Certification Review Course will thoroughly prepare you for the challenges of the National Certification Exam. The Certification Exam tests over many different areas of Pharmacy, so if you have never worked in a hospital, or have only worked in retail, we will prepare you more...

Rx Success Complete Guide to Medical Math for the Health Care Professional Crane The 320 page Complete Guide to Medical Math for the Health Care Professional (Crane) is simply the best manual to master Medical Calculations! The Topic - After reading each topic introduction you will understand each skill and how to recognize those specific types of problems. Sample Problems - Sample problems are worked out step-by-step for you to use as guidelines when performing your own more...

MBA in a Box Fast and easy-to-use methods to create success in any small business. more...

Beyond Grant Writing and Approaching Viable Funding Sources with Success Many grants are developed and submitted to possible funding sources each year. Few are chosen for funding. This course will highlight the characteristics of a funded grant and a granting organization`s criteria for success. more...

Getting Organized Is a Breeze Learn the organizational tips, tools, systems and techniques that will help you experience greater freedom, control, success and peace of mind. more...

Productivity Management & Leadership Success Training Program This course will teach you how to effectively and efficiently Improve Productivity, Organizational Morale and Quality simultaneously. more...

Success Strategies Training Program for Management & Leadership This course will teach you how to effectively and efficiently implement a system of Management & Leadership Success Strategies for your organization. more...

Preparing for the Praxis II Subject Assessments This course is designed to prepare you for The Praxis II Subject Assessments by concentrating on three keys to success: understanding the exams, preparing for the exams, and developing a Praxis State of Mind. Students learn to read test questions critically, prepare targeted study plans, and get tips that will improve their chances of passing. more...

Training and Facilitation: Facilitation Skills MAXIM TRAINING A leader's job is to help their team become more effective. A leader's success lies in the team's success. The best leaders develop teams to succeed with or without them. This course explores a powerful approach to team development - facilitation - and the skills needed to make it work. more...

Leadership and Team Development: Project Management MAXIM TRAINING Bringing in projects on time and in budget is for many people the most crucial measure of success at work. This course covers the essential steps in managing projects to achieve this success. more...

Managing People: Motivating your Team ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. This course will help you understand what motivates members of your team. It will help you analyse how to work with each person to improve their performance and realise their full potential. And it more...

Managing People : Agreeing Objectives ...success of your team, it's in your interest to ensure that they are operating at their peak. Setting effective objectives is one of the most powerful ways of motivating people to give their best performance. But if you think objective setting means handing down targets from above ...think again! This course will help you understand what makes a powerful objective. It will help you master the more...

Managing People: Giving Feedback and Praise to your Team ...success of your team, it's in your interest to ensure that they are operating at their peak. Giving regular feedback is one of the most powerful ways of motivating people to give their best performance. This course will help you understand why timely feedback is vital. It stresses the importance of praise and gives tips and hints on how to deliver constructive criticism and reprimands. It will more...

Managing People : Resolving Team Conflicts The last few decades have seen a revolution in the way businesses operate. Companies now recognise that their people are their most precious asset. Today's manager needs leadership skills to shape people into effective working units ...called teams ...and lead them to success. Conflict between team members is inevitable as a team forms and grows. This course helps you act to resolve conflict more...

Managing People : Developing your team ...ctive working units ... called teams ... and lead them to success. In this course you can examine why its better to lead a team rather than a group of people and what the benefits are for you, the team members and the organisation as a whole. You can explore the basics of how to go about building an effective team and also examine how to grow your team successfully through the 4 stages in its more...

Managing People : What's behind Appraisal? ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. But if you think appraisal is about handing down judgements from above ...think again. This course will help you understand how the appraisal process works, and how to involve people in it. It will more...

Managing People : Preparing for a Formal Appraisal ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. This course will help you understand how to prepare for appraisal. It will show you how to get team members in the right frame of mind for their appraisal, and to get the stage set for a productive more...

Managing People : Questioning Techniques for Appraisals ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance and the questioning techniques used by the appraiser are key to its success. This course will help you analyse different question types and the responses they encourage. It will show you how to use more...

Managing Resources : The Management Process When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. more...

Managing Resources: Planning: The Commitment, Process and Goals When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. more...

Managing Resources: Planning: Scheduling, Staffing and Budgeting When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. more...

Managing Resources :The Process of Monitoring and Control When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. Too many management controls cause inefficiency and too few contribute to anarchy. This course explores what can be controlled and how to create and apply effective preventive, steering and feedback more...

Managing Resources : Applying Controls When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants. Too many management controls cause inefficiency and too few contribute to anarchy. This course explores what can be controlled and how to create and apply effective preventive, steering and feedback more...

Managing Yourself : Are you a Leader? The last few decades have seen a revolution in the way businesses operate. It's no longer enough for today's manager to simply understand how to organise, plan and control resources. Companies now recognise that their people are their most precious asset. And as their staff have become more aware of their rights as individuals, managers have had to respond. Today's manager needs leadership skills. more...

Managing Yourself : Strengthening your Position as Leader The last few decades have seen a revolution in the way businesses operate. It's no longer enough for today's manager to simply understand how to organise, plan and control resources. Companies now recognise that their people are their most precious asset. And as their staff has become more aware of their rights as individuals, managers have had to respond. Today's manager needs leadership skills. more...

Managing Yourself : Dealing with Stress Today's manager needs leadership skills. Today's manager must be able to shape people into effective working units ...called teams ...and lead them to success. However leading a team of people and juggling priorities and deadlines can cause you stress. As a leader you need to recognise whether you or your team are suffering from stress, identify what's causing that stress and take action to reduce more...

Managing Yourself : Managing Time When you are responsible for the success of your team and for contributing to the profitability and competitiveness of your organisation it's not enough to rely on flying by the seat of your pants more...

Presentation Skills : Preparation ...ct! This course will help you to maximise your chances of success by preparing effectively. It will help you establish crystal clear objectives so that you can focus your energies on what you're trying to achieve and what your audience wants to hear. It will show you how to get inside your audience's mind so that you can stand up to present, confident of delivering what they want. And it will more...

Presentation Skills : Writing your Presentation The thought of giving a presentation can turn the most rational person into a nervous wreck. But in business, presentations are superb opportunities to put your point across, to get people on your side, and to persuade people to act! This course will help you develop a presentation with impact that makes the most of these opportunities. It will guide you in structuring and writing a presentation, more...

Presentation Skills : Visual Aids The thought of giving a presentation can turn the most rational person into a nervous wreck. But in business, presentations are superb opportunities to put your point across, to get people on your side, and to persuade people to act! This course will help you develop a presentation with impact that makes the most of these opportunities. It will guide you in designing and creating visual aids that more...

Presentation Skills : Your Delivery The thought of giving a presentation can turn the most rational person into a nervous wreck. But in business, presentations are superb opportunities to put your point across, to get people on your side, and to persuade people to act! This course will help you overcome your nerves and grasp these opportunities to shine. It will give you tips and techniques on managing the way you look and the way more...

Presentation Skills : Handling Questions The thought of giving a presentation can turn the most rational person into a nervous wreck. But in business, presentations are superb opportunities to put your point across, to get people on your side, and to persuade people to act! Question sessions are often your final opportunity to grasp these opportunities to shine. This course will give you the skills and confidence you need for handling more...

Measuring and Recording Performance ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. But if you think appraisal is about handing down judgements from above ...think again. Giving feedback & appraising people is fraught with potential pitfalls. This course is packed full of valuable more...

The Appraisal Interview ...success of your team, it's in your interest to ensure that they are operating at their peak. Effective appraisal is one of the most powerful ways of motivating people to give their best performance. But if you think appraisal is about handing down judgements from above... think again. This course will help you for when you're in the hot seat. It will show how to structure the interview, keep more...

Phone Skills : Essential Phone Communication Skills In today's world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make impressions that last using the telephone. This course will help you use the phone naturally and well. It will help you to prepare for phone calls both physically and mentally by polishing your telephone persona, relaxing and focusing on success. It more...

Giving Presentations ...successful presentations Presentations may be formal presentations to your team, senior managers or clients. They can also be informal. For instance, presenting some new ideas for discussion with your peers. If you are skilled at giving presentations, then you can persuade, influence and convince others. Getting your points across in a structured and interesting manner is paramount for success. more...

Putting Customers First Learn why you must care for your customers In today's business environment there's often little to choose between one organisation's products/services and another's. Quality of customer service can be the crucial difference between success and failure. This course will help ensure your customers have POSITIVE feelings about you and your organisation and so build customer loyalty. more...

Working in Teams ...successful team member The secret of successful teams lies with the team members. This course aims to make YOU a better team member by looking at: How teams work What makes a successful team Why teams struggle Ways to improve a team's performance Throughout the course there will be times where you are asked to STOP TO THINK about your own work situations and there are TIPS for SUCCESS more...

The Eurocamp Case Study 1: Overview ...al 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 some of the key concepts of financial strategy and applies them to more...

Colt and Winchester Case Study 1: Start-up Businesses ...al 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 businesses in the start-up phase. more...

Colt and Winchester Case Study 2: Growth Businesses ...al 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 businesses in the growth phase. more...

Colt and Winchester Case Study 3: Mature Businesses ...al 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 businesses in the maturity phase. more...

Colt and Winchester Case Study 4: Accounting for Competitors ...al 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 relevance of competitor activity to an organisation's ability to grow more...

Colt and WInchester Case Study 5: Accounting for Customers ...al 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 growth strategies of Product Development and Market Development and the more...

Colt and Winchester Case Study 6: The Dynamic Growth Option ...al 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 financial issues involved with diversifying and growing through more...

Colt and Winchester Case Study 7: Declining Businesses ...al 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 businesses in the decline phase. more...

Applying Financial Strategy: The Moore Corporation Case Study ...al 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 how the principles of financial strategy apply in a real life scenario- the more...

Recruitment & Selection Series: Recruitment Criteria ...success of your team, it's in your interest to hire the best people for the job. Unfortunately, recruitment decisions are often based on gut feelings and irrelevant details instead of hard evidence of suitability for the job. After all, it's only natural to have your own personal opinions about what makes an ideal candidate. But employing someone who is not ideally suited can be an expensive more...

Recruitment & Selection Series: Rating Canditates to a Set Standard ...success of your team, it's in your interest to hire the best people for the job. Unfortunately, recruitment decisions are often based on gut feelings and irrelevant details instead of hard evidence of suitability for the job; but employing someone who is not ideally suited can be an expensive mistake. Deciding who actually gets the job is rarely an easy choice. Candidates will be better in some more...

Recruitment & Selection Series: Advertising the Post If you are judged on the success of your team, it's in your interest to hire the best people for the job. Producing an attractive and effective job advertisement is a very important part of the recruitment process. Once you have established your key recruitment criteria, you can design a job advertisement that will encourage people to apply who meet those criteria. more...

Recruitment & Selection Series: Dealing with Applications ...success of your team, it's in your interest to hire the best people for the job. But when you're sifting through those promising job applications, how do you know if the person who seems so ideal will actually deliver? Sifting through applications can be a daunting task. However many you have, deciding which candidates to accept and which to reject is often a problem. But if you don't screen more...

Recruitment & Selection Series: Interview Practice ...success of your team, it's in your interest to hire the best people for the job. But when you're interviewing eager candidates, how do you know if the person who seems so ideal will actually deliver? Structuring interview questions effectively is a valuable skill to acquire, if you want to gain the most out of an interview. One method of doing this is with the "Question Cycle", a method of more...

Project Management: The Team This program teaches project leaders how to identify, assign, and document project team members' responsibilities and reporting relationships. In addition, participants learn about team-building activities that can enhance individual team members' performance and the overall success of a project. more...

Administering Microsoft Windows NT 4.0 - Part 2 This is the second course in a two part series which provides the knowledge and skills necessary to perform post-installation and day-to-day administration tasks in a single-domain and multiple-domain Windows NT 4.0-based network. This series is intended to prepare the learner for Microsoft's self-administered exam 803 on Windows NT 4.0 Administration. more...

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 more...

Framing the Problem When you frame a picture, you intend for the viewer to examine everything within that border. Problem framing is similar in that you must not only consider what objectively makes up the problem itself but also what subjective tendencies influence your view of the situation. This course is designed to help you effectively frame problems so that you're sure your line of sight is aimed straight more...

Launching Successful On-site and Virtual Teams ...success is the way in which a team is launched. Quickly moving an on-site or a virtual team into high-performance mode takes planning, strategizing, and a seamless launch. In this course, you'll learn techniques for setting up a successful team that can be applied to an on-site or a virtual environment. First, you'll learn strategies for selecting high-performing team members. Next, you will more...

Understanding Your Customer ...better you know your customer, the higher your chance for success. In this course, you'll learn about the first major component of the strategic account sales (SAS) approach: research. You'll start by learning about the key areas to research using the SAS approach and where to find business information sources about your client. Next, you'll explore researching your customer's business and key more...

Working with Your Customer s Key Players ... customer relationships are essential for long-term sales success. In this course, you'll learn about the second major component of the Strategic Account Sales (SAS) approach--communication. You'll start by learning about developing coach relationships in your target account. A vital part of your sales effectiveness depends on finding contacts at target accounts that can become part of an more...

Understanding Your Target Customer s Business ...etter you know your customer, the better your chances for success. In this course, you'll learn about the first major component of the territorial account sales (TAS) approach--research. You'll gain an understanding of the benefits of good research and how to gather information from public sources, as well as how to gain an insiders view. You'll then explore the five TAS search elements and how more...

Sales Seller Behaviors The Selling Process: Seller Behaviors, is the first of sixteen courses in this curriculum. After the completion of this course you will be able to identify the basic criteria for success in sales and identify the seven seller behaviors in buyer-focused selling. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line more...

Customer Relationship Management Fundamentals of CRM Customer Relationship Management: Fundamentals of CRM introduces the student to the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management into your company. The program also details the three steps a company can take to create customer loyalty, the four marketing tiers, the four types of CRM, and the four steps of the more...

The Oil and Gas Industry Overview Version 2 Has there ever been a more flourishing time in the history of the oil and gas industry? The continued growth in demand and an industry struggling to meet this voracious demand have pushed oil prices to an all-time high. Big oil companies, even while investing heavily in exploration, technology, operational improvement, and research and development, are still left with huge surpluses in an industry more...

The Food and Beverage Industry Overview Version 2 ... more than 15,000 new products every year with an average success rate of only 25 , such happiness can be fleeting. Few industries have as much pressure placed upon them as the food and beverage industry - pressure to meet food safety regulations, to keep up with the constantly changing tastes and preferences of a fiercely diverse marketplace, to differentiate their products from their more...

Initiating Outbound Sales Calls ...ing how to initiate an inside sales call is a key to your success. In this course, you will learn the strategies for dealing with voice mail and call screeners and for making a successful initial contact with a customer. You will also learn the four profile types and strategies for creating account profiles. In this course, you will learn how to assess a sales opportunity, the four factors used more...

Relationship Management Maintaining the Client Relationship In Relationship Management - Maintaining the Client Relationship, you will learn about the differences between short-term and long-term customer relationships, as well as the causes and advantages of these relationships. You will also identify methods of keeping and extending the client relationship into future endeavors. Finally, you will learn about techniques for measuring success in the client more...

Sales Forecasting Forecasting for Success In Sales Forecasting - Forecasting for Success, you will cover the skills and information necessary to understand the importance of sales forecasting, develop a sales forecast, and emphasize teamwork to realize your goals. This three-part series is for sales professionals and sales managers who have a fundamental understanding of the sales process. There are no prerequisites required for this more...

Sales Negotiations Negotiation Strategies In Negotiation Strategies, you will learn about common negotiating strategies, factors that should be considered when choosing a strategy, and how to create the proper atmosphere for negotiations. You will also learn about elements that can derail negotiations as well as guidelines to help keep them on track. In addition, you will learn how to deal with demanding clients and how to adapt when more...

Call Center Operations Workforce Management This course describes forecasting, scheduling, occupancy and staffing principles, and explains their impact on the life of an agent and the success of a call center. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications and performance measurement for both agents and call centers. more...

Introducing Contact Centers CSR Success Criteria This course describes the essential skills and qualities that will ensure successful customer service operations. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

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 more...

Preparing for Mutual Success Reduce CSR Stress This course provides several strategies to help CSRs cope with stressful customer situations while maintaining a courteous and professional demeanor. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...

ITIL Configuration and Release Management Organizations make substantial investments in their information technology infrastructures. That investment pays off only if the organization uses its information resources to increase productivity. Information technology planners and managers must understand how the components of the IT infrastructure interact if they want to eliminate waste and improve service to the users of the system. The more...

ITIL Problem and Change Management Every information technology (IT) system suffers unexpected problems and errors. These unexpected interruptions can be extremely costly in terms of lost productivity and lost customer satisfaction. The IT infrastructure library (ITIL) is the most widely accepted approach to IT service management (ITSM), and it can help organizations set up rigorous processes to identify, classify, and resolve more...

The Contact Center and Technical Support Agent In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers. Retaining customers has become paramount, and technical support has become a valuable resource. Driven by Customer Relationship Management (CRM) principles, this course explains how the role of the technical support agent (TSA) has changed as more...

The Inbound Call Center ...ter industry, you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology; recognize the effect of environmental factors on productivity; apply the processes to turn the phone answering service into a business center; understand the value of more...

Inbound Call Centers People Management Inbound call centers are often the only link between a company and its customers. As a call center manager, you want to hire agents with special customer service "genes." Good call center agents do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call center with the right people for the job. You'll learn how to more...

Working With Internal Customers ...successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and ultimately makes your organization more financially more...

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. more...

Working Collaboratively Communicate Your Goals Working Collaboratively: Communicate Your Goals, is the tenth of fourteen courses in this curriculum. After the completion of this course you will be able to list the guidelines for communicating your needs and identify guidelines on how to give and receive feedback. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by more...

Measuring Team Performance Measure for Success This course reviews how feedback based on specific performance goals can help teams track progress, enhance motivation, and improve performance. Professionals who want to collaborate more effectively within a group. more...

Evaluating Internal Assignments ...success or failure? It's crucial that you take time to review your project and confirm outcomes on completion. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an internal consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This course more...

Evaluation and Review ...success or failure? It's crucial that you take time to review your completed project and confirm the outcomes. What has been achieved, and what didn't go as planned? And how have you performed personally? Of course, success depends on your ability as an external consultant to continually develop in the role, increase your skills, and make overall improvements in your performance. This course more...

Diagnosing and Planning ...success as a consultant depends on your ability to diagnose each situation correctly. You need to use your previous experience, and bring fresh ideas to every new contract. Frameworks and models help you to make an effective diagnosis. They help you to evaluate the strategic position of the client organization, which is vital. To deliver solutions that are relevant and appropriate to the more...

Effective Communication Skills ...success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to more...

Establishing Team and Customer Relationships ...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 explores how to avoid communication breakdowns by involving customers in problem solving, and being able to communicate effectively in the global more...

Project Leadership Leading the Project Team Project Leadership: Leading the Project Team covers how to lead a project team in a way that ensures project success. The program details desirable project manager characteristics, skills, and styles, as well as how project managers can motivate project teams. In addition, the program covers how to manage project risk, guarantee on-time project completion, and prioritize projects. The target more...

Project Human Resources Management Simulation ...Successful projects require more than well-balanced budgets and properly deployed resources. They require skilled and motivated people. As project manager, it's your responsibility to identify and fulfill your project's staffing needs. The degree of your success will depend upon your understanding and implementation of the tools and techniques for project human resources management. The Project more...

Implementing Project Human Resource Management ... seems to run itself. A few of the secrets to a project's success include building a project team through obtaining the necessary human resources, developing team competencies, and monitoring performance to boost project performance. Project Human Resource Management is concerned with acquiring, cultivating, and overseeing human resources on projects. This course focuses on the inputs, tools more...

Elements of Project Human Resource Management ...nagers to lead the project team to project completion and success. This course will emphasize the importance of Project Human Resource Management to project performance. It will cover the basic elements of Project Human Resource Management and the inputs, tools and techniques, and outputs of the first Project Human Resource Management process, Human Resource Planning. Through interactive more...

Project Planning ...es of a project. Yet, lots of planning does not guarantee successful planning. Just as project success can be planned, project disasters can be predestined if team members are not careful about the assumptions they make. A project management team that can balance the need for predictability with the inevitability of change will be the most prepared. According to the PMBOK Guide - Third Edition, more...

Executing Monitoring Controlling and Closing a Project After initiating and planning for a project, it's time to get down to the actual nitty gritty of carrying out the project. The Executing and Monitoring and Controlling Process Groups might be likened to the act of juggling--keeping multiple activities going simultaneously, while responding to unforeseen changes in the project environment. While executing processes focus more on accomplishing more...

Project Management for Non-Project Managers Simulation ...ne is seldom sufficient to guarantee a smooth transition. Success is dependent upon a number of management and leadership skills that potential project managers must quickly come to master if they hope to fulfill upper management's expectations. The simulation Project Management for Non-project Managers is designed to provide participants with the opportunity to practice project management more...

Stakeholder Interests and Cultural Diversity PMBOK aligned ...t an understanding of cultural diversity, and how to work successfully with multi-national teams. Sensitivity to other groups, their social customs, and their means of doing business is key to success. This course teaches the common areas of stakeholder conflict and how to wend your way through the conflict negotiation process. It also examines the need to respect cultural differences and more...

Planning Project Procurement and Requesting Seller Responses ...success is to be achieved, products, services, or results often must be purchased or acquired from elsewhere within, or outside of, the organization. This process of acquisition and purchasing is Project Procurement Management, and it is a critical aspect of any project. As you advance in this course, you will gain an understanding of what processes are involved in Project Procurement more...

Communications Planning and Information Distribution ...communications to manage day-to-day activities and ensure success of the project. Project managers need to understand the processes of Project Communications Management, and how those processes help promote success and resolve differences among project stakeholders. Project managers need to plan out a strategy to ensure that needed information is gathered and produced efficiently. Finally, more...