From Serebra Learning Corporation
Communication Skills: Report Writing 


MAXIM TRAINING Writing effective reports is a core work skill. In the age of technology it is still one of the most important means of communication. This course explores some of the key factors that make a report
EFFECTIVE. It provides a step-by-step guide to writing a report, from planning through to revising/editing. You'll find the course valuable if you're using a word processing package,
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Building Cisco Remote Access Networks - Part 2 


This is the second course in a five-part series on Building Cisco Remote Access Networks 1.0 (
BCRAN 1.0). This series teaches students how to build a remote access network to interconnect central sites to branch offices and home office/telecommuters. In addition, controlling access to a central site, as well as how to maximize bandwidth utilization over remote links is covered. This part in the
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Networking Essentials 2nd Edition - Part 1 
This is the first course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Networking Essentials 2nd Edition - Part 2 
This is the second course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Networking Essentials 2nd Edition - Part 3 
This is the third course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Networking Essentials 2nd Edition - Part 4 
This is the final course in a four part series covering the foundation concepts of networking. This series imparts the knowledge and skills required for a foundation in current networking technology for local area networks, wide area networks and the
Internet.
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Microsoft Excel 2000 Proficient User 
This course provides participants with the skills to use
Microsoft Excel 2000 on a daily basis in their workplace. At the completion of this course, students will learn how to format and print data in a worksheet; make worksheet calculations by using the advanced formulas and functions provided by
Excel; manipulate data in a worksheet; create and edit workbooks for integrating with
Web technology;
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Relational Database Design and Administration 
This course covers the design methodologies and techniques utilized when building an application based on a Relational Database Management System (
RDBMS), using
Structured Query Language (
SQL). The course is based on RDBMS technology and will identify and explain the details and implementation. Designed for individuals in the design and administration of relational databases.
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Large Network Case Studies 
In this module, we explore network availability, performance, and
Internet connectivity. As you work through this module, you will come to appreciate that all network design issues are highly interrelated. Likewise, real-world design projects often include multiple broad goals, often creating large and complex trade-offs.
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Launching Successful On-site and Virtual Teams 
One factor that defines team 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
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The Oil and Gas Industry Overview Version 2 
...l companies, even while investing heavily in exploration, technology, operational improvement, and research and development, are still left with huge surpluses in an industry so far known only as a modest return.In reality, there has never been a more challenging time for the oil and gas industry. While oil companies face tough challenges in finding new sources of oil and gas to replace the old
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The Health Care Industry Overview Version 2 
...ning their business strategies and turning to information technology to eliminate inefficiencies in the value chain, to address issues of access, to improve quality, and to reduce cost.This course provides a high-level view of the health care industry environment, including its key players, trends, structure, and relevant business and regulatory issues. It also provides an overview of the state
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The Telecommunications Industry Overview Version 2 
...rvice to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies poses significant threats to carriers relying upon aging infrastructures and outdated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, enhanced service offerings,
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The Insurance Industry Overview Version 2 
...eakage. They are also finding ways to optimize the use of technology to cope with the changing regulatory and competitive landscape, and capitalize on opportunities thrown open by emerging markets.This course provides insight into the insurance industry and presents a report on the state of industry affairs. It provides a broad overview of the insurance industry environment, including its key
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Call Center Operations Call Center Technologies 
This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level. 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.
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Telecommunications Industry Overview Version 1 
...rvice to their customers. In an age of rapidly developing technology, this goal has become increasingly more difficult. The emergence of broadband and wireless technologies pose significant threats to carriers relying upon aging infrastructures and out-dated marketing strategies. To survive, telecom carriers must consider a number of options, including consolidation, convergence, and/or costly
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ITIL The Service Desk and Incident Management 
Organizations that provide IT services to internal or external customers need to provide excellent services to increase the quality of, and the profits for, the organization. The IT infrastructure library (
ITIL) can help organizations achieve these goals. At the same time, ITIL can help organizations to increase external and internal customer satisfaction. The delivery and support of IT services
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ITIL Configuration and Release Management 
...zations 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
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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 Problem and Change Management 
...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 problems and
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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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Technical Support Essentials 
...service and support unless they understand contact center technology. They also need to understand the various elements and stages of a call--and what to do with the information gained. This course explains contact center technology and
TSA activities. It covers the technology that links the TSA to the customer and to the resources needed to assist the customer. It also provides instruction and
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The Inbound Call Center 
...s 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 linking with the rest of the organization; and employ methods to give customers the service they want. Becoming a successful call center manager is not an easy
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Inbound Call Center Technology 
...technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how to
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The Customer Service Agent in Action 
There are now some 7 million customer service agents (
CSAs) working in nearly 80,000 call centers in the
United States. Call centers are burgeoning in
Europe and the
Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year. Worldwide, revenues for the call center industry could soon reach almost $60 billion. The magnitude of these numbers suggests the
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Cross-selling in a Customer Service Call 
...earned to appreciate in recent years, it's "flexibility". Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (
CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive
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Information Technology IT Industry Overview Version 1 
Though estimates on global spending for information and communications technologies run in the trillions of dollars, this giant industry continues to struggle through fluctuating markets and must concentrate on continuous improvement to survive. Most agree that the demand for IT products and services will continue to increase, but at the same time, the customer is demanding more value per dollar
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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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Introduction to IT Project Management 
...sure 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 projects. You will also acquire an understanding of how creating strategies and designing
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Functions of IT Project Management 
...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 each time a project is delivered successfully. The need for skilled IT project managers continues to
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The Life Cycle of an IT Project 
...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 specific guidelines,
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Effective Telephone Techniques 
This course provides the learner with critical information about making a good impression when communicating over the telephone. It emphasizes the importance of good telephone etiquette, offers tips for building trust over the telephone, and discusses important non-verbal actions that are present in most telephone interactions. Additionally, it helps the learner make the most out of technology
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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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Understanding Technical Professionals 
As a manager, have you felt that technical professionals are sometimes difficult to understand? Do you find that the usual management models are not as effective as they could be? This course explains the ways in which these employees differ from other workers and how you can apply more appropriate and effective management techniques. You will also learn how business has responded with new
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Strategies for Transitioning into Management 
...that next step. In your new role as a manager, you'll use technology in different ways -- focusing on managing production, not production itself. This course outlines management tactics for becoming an effective manager. Specifically, you'll receive tips on hitting the ground running, including how to prepare for the transition into management, develop management tactics and measure your
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Mentoring Strategies in the 21st Century 
...nds--including acquisitions and reorganizations, emerging technology needs, and a changing work force--are all creating unique mentoring needs. This course addresses how mentoring strategies can benefit your organization in the current business climate. It explores the ways that mentoring can capitalize on gender, age, and cultural issues. Finally, it provides instruction on assessing mentoring
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e-Mentoring 
Rapid changes in the way organizations look and do business have generated a new business tool: e-Mentoring. Here's an opportunity to examine the challenges and advantages of e-Mentoring and explore how to adapt communication skills to electronic media. Learn how to grow and manage e-Mentoring relationships by effectively selecting and matching e-Mentors and proteges, developing trust, using
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Mentoring Essentials Simulation 
...Technology
Group, a research department within
The Research Company that focuses on collecting and analyzing data on wireless technologies. You are heading up a new research project that deals with forecasting advertising revenue for wireless communication tools over the next five years. While managing this project, you have also been assigned
Tilly Newman, a new hire in your department, to be
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Leading the Workforce Generations Simulation 
...y-first century marks a new development in the workplace. Technology has changed the way we do business. We are faster, busier, and more knowledgeable. Not only do we have vast technological resources available to us; we are also the first to have personnel resources. The workforce today has seen and experienced the world change in different ways. It would not be uncommon for one worker to have
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Initiating a Succession Plan Simulation 
...iding consulting, market analysis, strategic planning and technology forecasting services. The
Ulema Reports Group (
URG), a wholly owned subsidiary of
Ulema,
Inc., produces single and multi-client studies on fast-moving market sectors. The lifecycles for these studies are often as little as 6 months to one year from the start of development, so in order remain profitable, the company relies on
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Implementing a Succession Plan Simulation 
...iding consulting, market analysis, strategic planning and technology forecasting services. The
Ulema Reports Group (
URG), a wholly owned subsidiary of
Ulema Inc., produces single and multi-client studies on fast moving market sectors. The lifecycles for these studies are often as little as 6 months to one year from the start of development, so in order remain profitable, the company relies on a
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E-Learning Essentials Pt 3 Deploying and Measuring Your Solution 
The third course in this curriculum focuses on issues of deployment and measurement of an e-learning solution. Regarding deployment, technological, interoperability and multi-site challenges are addressed, as well as using the
Internet, choosing the right platform, managing learners and learning objects. The final area to be covered is that of measuring the e-learning solution, integrating
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Strategic Decision Making 
The field of IT management continues to evolve as new methodologies and technologies are made available and adopted by the marketplace at large. Deciding what kinds of work your firm should outsource, whether to lease or buy, and the kinds of projects best kept in-house are matters of crucial concern to any IT manager. At the same time, an array of resource planning and management tools--CRM,
ERP,
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IT Challenges Present and Future 
...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 development. This course examines
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Developing and Deploying Strategic Plans 
...internal strengths and weaknesses, stakeholders, relevant technology, and legal and regulatory factors. With these considerations, an organization's action plan can be developed and deployed, and its effectiveness evaluated.This course explores the concepts of strategic planning models, business environmental analysis, and strategic plan deployment. It is aligned with the
Quality Management more...
Communication Skills and Project Management 
An essential element of management is the ability to effectively communicate with people. The capacity to successfully communicate in today's global economy is a pivotal element to the success of any organization. Managers need to be aware of emerging technologies and how these affect international communication. To meet an improvement project's specified goals and objectives, a manager must also
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Training and Development 
The most valued resource of any organization is its people. In today's corporate landscape of technological advancement, employees must be trained to align with the strategic direction of the business. Managers of quality should know that improvements in workplace productivity contribute positively to the overall well-being of the organization. This course explores the importance of investing in
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E-mail and Internet Use 
...m. However, there are dangers in the use of this advanced technology. This course outlines the pitfalls involved in using e-mail and accessing the
Internet through a company's network, and the policies that are often implemented to encourage and regulate these activities. Additionally, the course contains advice on how to deal with an "e-crisis" if it occurs. SkillSoft's
Legal Compliance more...
Doing Business on the Internet 
...ble even twenty years ago. However, while advancements in technology have enabled the development of new business models, the impact of these changes on issues related to the protection of personal and business information has been immense. Protecting personal information regarding customers, while still ensuring that detailed customer records are kept, is a difficulty faced by almost all
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Web Server Concepts 
E-business defines the future of the organization today. Getting the right information to the right person at the right time defines success. The use of the
World Wide Web has tremendously increased in the recent times. The server technology plays an important role in the development of the World Wide Web. With the increasing use of the
Internet, there has been a significant increase in the use of
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Advanced Technology Concepts for Web Designers 
To introduce users to the incorporation of
JavaScript and other technologies such as
DHTML, cookies and plug-ins in web sites, and to web site publishing, web site maintenance, and database integration
Web authors, webmasters, marketing and communications professionals, PR professionals, graphic designers, desktop designers, technical writers, and library scientists
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XML Implementation in Enterprise 
The
XML:
Implementation in
Enterprise WBT is the second course in the XML curriculum. This course is meant for
Web programmers in a multi-tier enterprise system who want to use XML to transport and exchange business data over the
Internet. The course details the role of XML and related technologies in enterprise computing. It also describes the procedures for using XML Schemas for ensuring
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ActiveX Programming with VBScript 
The
ActiveX Programming with
VBScript is the second course in the VBScript and
ActiveX curriculum. The course acquaints the students with ActiveX controls. It also describes how to make the
Web pages interactive by dynamically creating them. Additionally, the course explains the methods to optimize and debug the code. End users who intend to develop interactive Web pages with VBScript.
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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 
This course covers techniques that
Visual Basic programmers can use to enhance the interface, functionality and performance of their applications. Students will learn to create menus and toolbars. The course also introduces the student to
ActiveX programming and the
Common Dialog control. The course also shows students how to create and load documents using the
File Access features of
Visual more...
Visual Basic 6 0 ActiveX COM Part I 
This course builds and extends the skills beyond basic
Visual Basic programming by introducing
ActiveX components and the
Component Object Model (
COM). The Component Object Model (COM) is an open, extensible standard on which ActiveX is based. By understanding COM, you can design applications from components that communicate through a common set of interfaces. Component software development cuts
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C 2005 Serialization and I O 
To serialize and deserialize objects for storage and manipulation, use I/O classes to manage data streams and files, and analyze how application performance can be enhanced using serialization and I/O Employees, consultants, and students that are preparing for the
Technology Specialist:
Microsoft .NET Framework 2.0 - Application Development Foundation Certification Exam (
70-536)
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Understanding and Supporting Networks 
To understand network protocols and connectivity technologies and to establish and troubleshoot a network connection
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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OS 390 MQ Series 
... teaches the fundamentals of using
IBM MQSeries messaging technology with specific emphasis towards its use on the OS/390 platform. It begins by describing challenge fundamental to applications running across networks consisting of diverse platforms, then proposes
MQSeries as the key middleware solution. The benefits of messaging and queuing are explored. Additional problematic applications
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Electronic Commerce Strategies 
...s strategies for electronic commerce, including branding, technology-enabled relationship management, purchasing, electronic data interchange, supply-chain management, auction sites, virtual communities, and
Web portals. Also discussed are the factors that are important to electronic commerce but that are not business or technology issues. These include international, legal, ethics, and tax
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Electronic Commerce Security Issues 
This course describes the technologies of ecommerce, including electronic commerce security issues and electronic payment systems. Also presented are business strategies for electronic commerce, including branding and technology-enabled relationship management. The course ends with a discussion of topics that are important to e-commerce but are neither business nor technology issues. These topics
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Physical Layers 
In this module, we discuss some of the media access control (
MAC) and
Physical Layer characteristics of wireless
LANs that are common to all wireless
LAN products, regardless of the manufacturer. We also explain the difference between
Ethernet and wireless LAN frames and how wireless LANs avoid collisions.
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RFID Technology and Business Applications 
To recognize the applications of
RFID technology, how it operates, the function of the
EPCglobal Network, and determine how to implement RFID in an organization based on business and deployment issues
Managers, analysts and consultants who want a primer on how to evaluate, prototype and deploy RFID into their existing business systems; managers and people making business decisions regarding
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