Serebra Learning Corporation
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 . more...
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 . more...
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 . more...
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 . more...
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 . 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...
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...
Communicating Effectively Build Customer Rapport 2 This course provides learners tips and techniques to improve verbal and written communication skills in order to deliver excellent customer service. Professionals who want to provide best-in-class customer service for clients by effectively using telephone, fax and Internet technologies more...
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 more...
Making Group Decisions The Nature of Groups This course provides insightful perspectives into the unpredictability of group dynamics. Tips to recognize challenging behaviors and suggestions for successfully managing group responses are presented. Professionals who want to resolve workplace challenges more effectively. more...
Making Group Decisions Working Together This course introduces several strategies to recognize and overcome challenges that can hamper a general group consensus. Professionals who want to resolve workplace challenges more effectively. more...
Accepting the Decision Implement Decisions This course helps learners to identify progress points and areas for future improvement at the conclusion of the problem resolution process. Professionals who want to resolve workplace challenges more effectively. more...
Investigating the Problem Gather Evidence This course describes several data gathering techniques that can be used to improve problem analysis procedures and the resulting decisions. Professionals who want to resolve workplace challenges more effectively. more...
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. 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...
Call Center Operations Performance Measurement This course describes how the manager must balance the sometimes conflicting interests of the center s stakeholders. It also demonstrates how KPIs ( Key Performance Indicators) are applied to evaluate both agent and call center performance. 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...
Call Center Structures The Call Center Profession This course describes the functions, structure and key players of a typical call center, and underscores the uniqueness of the profession. Agents who need an understanding of the fundamental structures and relationships in the call center profession. more...
A Process for Business Writing The POWER Writing Process This course contextualizes all that follows. It outlines the typical concerns of business document readers and introduces the five stage process for creating reader-based documents. Professionals who want to enhance their written business communications by effectively addressing audience needs. more...
Scoping Your Internet Project Research Accurate Data This course helps learners to recognize the challenges associated with online research, and how to effectively research accurate, ethical, and useful data through searches and surveys on the Internet. Professionals who want to create and promote an online marketing strategy more...
Scoping Your Internet Project Evaluate Statistics This course shows learners how statistics can be used most effectively in eMarketing. Several guidelines also help to further simplify the process by providing a solid framework for reviewing statistics. Professionals who want to create and promote an online marketing strategy more...
Branding Your Internet Identity Form Strategic Alliances This course defines the characteristics of reciprocal links and shows learners how to recognize why strategic alliances sometimes fail. It also helps them to understand the guidelines involved in creating a strategic alliance and shows the steps involved in negotiating, implementing and supporting any alliance. Professionals who want to create and promote an online marketing strategy more...
Branding Your Internet Identity Define Your Core Business This course teaches learners the typical components of a business overview - an important part of any eMarketing plan. It also demonstrates how important it is to review your company name. The all-important question - to what degree your organization should launch an Internet presence - is also addressed. Professionals who want to create and promote an online marketing strategy. more...
Branding Your Internet Identity eMarketing Overview This course helps learners to understand the different approaches taken toward eMarketing and the various components of an eMarketing plan. A series of strategies are also provided to assist course participants when implementing a Web presence as part of their marketing mix. Professionals who want to create and promote an online marketing strategy 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...
PrimeDiversity Management Be a Diversity Ambassador This course provides learners with the tools to take diversity management into their own hands. General strategies for creating and maintaining a flexible work environment, as well as specific, easy-to-implement management activities to foster diversity at both the departmental and organizational level, are presented. Business leaders and managers who want to work more effectively with colleagues and subordinates whose backgrounds, experiences, and perspective differ from their own. more...
PrimeDiversity Management Corporate Diversity Drivers This course introduces learners to the organizational benefits of managing diversity, and the consequences of not doing so. The requisite shifts in management perspective are also discussed. Business leaders and managers who want to work more effectively with colleagues and subordinates whose backgrounds, experiences, and perspective differ from their own. more...
PrimeDiversity Awareness Begin Your Diversity Journey This course provides tools to assist the learner in taking responsibility for strengthening diversity awareness. Strategies for responding appropriately to individuals with a different value system are presented, as are a multitude of other activities to foster an environment of mutual appreciation and respect. Professionals who want to work more effectively with colleagues whose backgrounds, experiences, and perspectives differ from their own. more...
PrimeDiversity Awareness Diversity Defined This course provides the foundation for any diversity awareness effort, whether corporate or personal. Key terms are defined, major historical influences are examined, and strategies for valuing individual differences, as well as similarities, are provided. Professionals who want to work more effectively with colleagues whose backgrounds, experiences, and perspectives differ from their own. more...
PrimeDiversity Awareness The Evolving Labor Force This course provides statistics that support the changing labor market and identifies the effects that these developments have on the workplace. Influences on the learner's own thoughts, feelings, and beliefs. Professionals who want to work more effectively with colleagues whose backgrounds, experiences, and perspectives differ from their own. more...
Selecting Your Strategy Legal and Ethical Concerns Selecting Your Strategy: Legal and Ethical Concerns, is the last of eleven courses in this curriculum. After the completion of this course you will be able to identify legal constraints to consider while negotiating, recognize how ethical standards vary between individuals and analyze unethical tactics to defuse improper behavior. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Selecting Your Strategy Choosing Not to Negotiate Selecting Your Strategy: Choosing Not to Negotiate, is the tenth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of the accommodating game, identify the advantages and disadvantages of the avoiding game and identify avoiding game tactics. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Selecting Your Strategy Compromise to Move Forward Selecting Your Strategy: Compromise to Move Forward, is the ninth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of the compromise game, identify compromise tactics to achieve a satisfactory outcome, avoid compromise traps and pitfalls that can lead to an unsatisfactory outcome and recognize how to successfully compromise with your boss. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Selecting Your Strategy Collaborate for Solutions Selecting Your Strategy: Collaborate for Solutions, is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages of the collaborative game, identify the keys and obstacles to a good collaborative negotiation, identify the four major steps in carrying out a collaborative negotiation and identify tactics to help a collaborative negotiation run smoothly. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Selecting Your Strategy Compete to Win Selecting Your Strategy: Compete to Win, is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of the competitive game, identify your preparatory steps for a competitive negotiation, identify the guidelines for controlling concessions and commitments and select competitive tactics to improve the negotiation. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Selecting Your Strategy Choose Your Game Plan Selecting Your Strategy: Choose Your Game Plan, is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to determine if you are ready to choose a negotiation game, choose a game by comparing the importance of the desired outcome with the importance of the relationship and assess advanced selection criteria to select a negotiation game. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Preparing to Negotiate Size Up the Playing Field Preparing to Negotiate: Size Up the Playing Field, is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to list situational power factors that can be used to influence a negotiation, identify tactics to control situational power factors, recognize that location and agenda are strong situational power factors and identify relationship factors that are important in negotiation. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Preparing to Negotiate Know the Opposing Position Preparing to Negotiate: Know the Opposing Position, is the fourth of eleven courses in this curriculum. After the completion of this course you will be able to assess your opponents before a negotiation and identify what to research to achieve a desired outcome from a negotiation. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Preparing to Negotiate Know Your Game Position Preparing to Negotiate: Know Your Game Position, is the third of eleven courses in this curriculum. After the completion of this course you will be able to identify the stages in clarifying goals, identify the importance of flexibility and underlying interests, assess your position by posing questions and perform a step-by-step analysis of your position. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Moving Past Conflict Negotiate for Resolution Moving Past Conflict: Negotiate for Resolution, is the second of eleven courses in this curriculum. After the completion of this course you will be able to recognize the importance and nature of negotiation, sequence the stages in the negotiation game and identify the rules for negotiating with a variety of players. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Moving Past Conflict Handle Conflict Rationally Moving Past Conflict: Handle Conflict Rationally, is the first of eleven courses in this curriculum. After the completion of this course you will be able to recognize the importance of conflict and of aiming for a win-win deal, recognize barriers to rational win-win negotiations, classify reactions to conflict and assess techniques for overcoming roadblocks to rational negotiation. The Negotiation Strategies curriculum helps today's busy professional identify and implement proven methods for moving from conflict to resolution as efficiently as possible. Professionals who want to achieve their goals by responding appropriately to resistance from others. more...
Working with Difficult People Cope With Continued Conflict Working with Difficult People: Cope with Continued Conflict, is the last of fourteen courses in this curriculum. After the completion of this course you will be able to sequence the steps of a conflict resolution effort, select the most appropriate action to handle a difficult situation, based on the specific circumstances and identify options available to you if you are unable to resolve an issue. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. more...
Working with Difficult People Respond to Challenges Working with Difficult People: Respond to Challenges, is the thirteenth of fourteen courses in this curriculum. After the completion of this course you will be able to demonstrate several techniques to effectively handle minor and periodic personality differences. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success.. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. more...
Working with Difficult People Recognize Work Styles Working with Difficult People: Recognise Work Styles, is the twelfth of fourteen courses in this curriculum. After the completion of this course you will be able to identify reasons why a person may be problematic to work with and select the most appropriate response to individuals who exhibit specific patterns of behavior. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success.. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. more...
Working Collaboratively Extend Your Influence Working Collaboratively: Extend Your Influence, is the eleventh of fourteen courses in this curriculum. After the completion of this course you will be able to classify influencing styles, identify guidelines for broadening your range of influence through networking and identify guidelines for resolving an impasse. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. 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 eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. more...
Working Collaboratively Build Rapport Gain Trust Working Collaboratively: Build Rapport, Gain Trust, is the ninth of fourteen courses in this curriculum. After the completion of this course you will be able to identify principles for creating and maintaining rapport, list the steps in listening authentically and identify three distinct question types. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Working Collaboratively Assert Your Influence Working Collaboratively: Assert Your Influence, is the eighth of fourteen courses in this curriculum. After the completion of this course you will be able to list the benefits of influencing and contrast the skill of influencing with controlling and advising. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills. more...
Expanding Time Focus on What is Important Expanding Time: Focus on What is Important, is the seventh of fourteen courses in this curriculum. After the completion of this course you will be able to list the steps that convert goals into prioritized tasks, list guidelines for effective scheduling and list guidelines for successfully implementing a prioritized and scheduled task list. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Expanding Time Remove Your Barriers Expanding Time: Break Time Barriers, is the sixth of fourteen courses in this curriculum. After the completion of this course you will be able to identify the steps you should take to avoid procrastination, identify how to minimize interruptions from people at work and identify how to avoid perfectionist tendencies in your work. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Expanding Time Develop SMART Goals Expanding Time: Develop SMART Goals, is the fifth of fourteen courses in this curriculum. After the completion of this course you will be able to pinpoint the benefits of time management and identify the guidelines for defining goals. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Balancing Stress Devise a Stress Control Plan Balancing Stress: Devise a Stress Control Plan, is the fourth of fourteen courses in this curriculum. After the completion of this course you will be able to implement guidelines for assertiveness in life, classify behavior types in terms of a widely used and accepted model, identify strategies to modify behavior types and develop an action plan for tackling stress. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Balancing Stress Stress Relieving Habits Balancing Stress: Stress Relieving Habits, is the third of fourteen courses in this curriculum. After the completion of this course you will be able to recognize how to overcome stress inducers using mental strategies, implement guidelines for managing your daily work and identify planning principles to help you realize your goals in life. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Balancing Stress Simple Solutions for Stress Balancing Stress: Simple Solutions for Stress, is the second of fourteen courses in this curriculum. After the completion of this course you will be able to list healthy dietary, exercise and relaxation principles and identify natural ways to combat stress. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Balancing Stress Measuring Stress Balancing Stress: Measuring Stress, is the first of fourteen courses in this curriculum. After the completion of this course you will be able to describe the social and personal costs of stress and assess your stress levels. The Stress Management curriculum presents easily adopted techniques for today's busy professionals to increase productivity by eliminating common barriers to success. All levels of professionals who want to improve results through stronger self-management and interpersonal skills more...
Succeeding Through Teamwork Differences Make Great Teams This course explains the importance of collaborating with people who bring different experiences and perspectives to the group. Several tips to minimize conflict and enhance collaboration among people with different backgrounds or work styles are identified. Professionals who want to work more effectively with others to achieve shared goals. more...
Succeeding Through Teamwork Resolve Team Conflict This course describes several methods that learners can use to work through conflict situations. Numerous tips for avoiding unnecessary conflict are provided. Professionals who want to work more effectively with others to achieve shared goals. more...
Building Dynamic Teams Thrive on Teamwork This course describes techniques that will enable teams to streamline communications and improve overall performance. Professionals who want to work more effectively with others to achieve shared goals. 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...
Building Dynamic Teams Drive to a Mission This course helps team members establish a structured process to define and prioritize group goals and objectives upon which its "mission statement" is based. Professionals who want to work more effectively with others to achieve shared goals. more...
Cultivating Great Teams Create an Invincible Team This course enables participants to assess the individuals who make up the team and discusses methods to enhance the entire team performance. All levels of professionals who supervise the performance of other staff members. more...
Creating Successful Solutions Identify the Core Issues This course introduces techniques to help learners quickly analyze situations by identifying the root cause, investigating the contributing factors, and prioritizing the solution requirements. All levels of professionals who supervise the performance of other staff members. more...
Communicating Successfully Assert to Achieve This course assesses the benefits of assertive behavior and provides suggestions to implement these strategies to maintain confidence and control of potentially difficult situations without resorting to submissive or aggressive behavior. All levels of professionals who supervise the performance of other staff members. more...
Communicating Successfully Speak Without Talking This course uses examples to demonstrate how body language can affect the meaning of the message being communicated. Non verbal signals are introduced to improve the participant's managerial communications skills. All levels of professionals who supervise the performance of other staff members. more...
Developing as a Manager The Many Roles of a Manager This course introduces the multi-faceted role of an effective manager. A series of self evaluation exercises assist the participant to create a personal development plan to enhance their current managerial skill set. All levels of professionals who supervise the performance of other staff members. more...
Presenting Your Ideas Captivate Your Audience Presenting Your Ideas: Captivate Your Audience, is the fourth of four courses in this curriculum. After the completion of this course you will be able to recognize the components of effective delivery strategies, list ways to use visual aids in a manner that supports your script, identify the steps for responding effectively to audience questions and identify the five categories for assessing presentations. The PrimeCommunication curriculum offers a useful toolkit of practical communication techniques and job aids for today's busy professional. Professionals who want to enhance the effectiveness of their written and verbal communication styles. more...
Presenting Your Ideas Plan for High Impact Presenting Your Ideas: Plan for High Impact, is the third of four courses in this curriculum. After the completion of this course you will be able to list the qualities of a successful presentation, identify the elements of presentation planning, identify strategies for organizing a powerful presentation and distinguish well-designed visual aids from poorly-designed ones. The PrimeCommunication curriculum offers a useful toolkit of practical communication techniques and job aids for today's busy professional. Professionals who want to enhance the effectiveness of their written and verbal communication styles. more...
Communicating Clearly Speak to be Heard Communicating Clearly: Speak to be Heard, is the second of four courses in this curriculum. After the completion of this course you will be able to define the steps in the communication process, match the situation and recipient to the most appropriate delivery method and environment, and identify ways of delivering a message so that the meaning is understood. The PrimeCommunication curriculum offers a useful toolkit of practical communication techniques and job aids for today's busy professional. Professionals who want to enhance the effectiveness of their written and verbal communication styles. more...
Communicating Clearly Write to be Understood Communicating Clearly: Write to be Understood, is the first of four courses in this curriculum. After the completion of this course you will be able to recognize when writing is appropriate, list the questions in determining a key message, recognize communications that are clear and error free and identify techniques for developing common types of business document. The PrimeCommunication curriculum offers a useful toolkit of practical communication techniques and job aids for today's busy professional. Professionals who want to enhance the effectiveness of their written and verbal communication styles. more...
Rising to the Customer Challenge: Engage Difficult Customers Rising to the Customer Challenge: Engage Difficult Customers is the eleventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the five guidelines for handling the unreasonable customer identify the four guidelines for handling the angry customer and identify the four guidelines for handling the unhelpful colleague. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Communicating with Customers: Service via the Telephone Communicating with Customers: Service via the Telephone is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the advantages and disadvantages of telephone communication and identify the critical success factors in effective telephone communication. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Communicating with Customers: Service Face to Face Communicating with Customers: Service Face to Face is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to identify the six categories of face-to-face communication identify the critical success factors in face-to-face communication and identify the benefits of active listening to customer care. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Excelling at Customer Care: Increase Sales via Service Excelling at Customer Care: Increase Sales via Service is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of being sales oriented identify the difference between features and benefits and identify questioning techniques that increase sales and customer satisfaction. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Excelling at Customer Care: Customers Define Success Excelling at Customer Care: Customers Define Success is the forth of eleven courses in this curriculum. After the completion of this course you will be able to identify the major trends in customer service today identify the combination of criteria required for customer satisfaction identify the emotional criteria that influence customer behavior and identify the emotional starting points that customers can have in approaching transactions. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Customer Care: Who is the Customer? Customer Care: Who is the Customer? is the third of eleven courses in this curriculum. After the completion of this course you will be able to identify the four steps in the customer relationship management process identify internal customers and identify the benefits of value chain management. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Customer Care: You Make the Difference Customer Care: You Make the Difference is the second of eleven courses in this curriculum. After the completion of this course you will be able to identify guidelines for improving customer satisfaction apply human touch guidelines to improve customer care and identify the benefits to you of giving good customer care. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Customer Care: The Value of Customer Care Customer Care: The Value of Customer Care is the first of eleven courses in this curriculum. After the completion of this course you will be able to identify the benefits of customer care to your company and identify how you can help your company to excel. The PrimeCustomer Care curriculum offers a useful toolkit of practical customer care techniques and job aids for today's busy professional. more...
Project Management Professional Certification Review Project Management: Certification Review, is the last of eleven courses in this curriculum. After the completion of this course you will be able to know how best to prepare for PMP certification, be prepared for questions on the PMBOK knowledge area of project integration management, project scope management and project time management. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Procurement Management Project Management: Procurement Management, is the tenth of eleven courses in this curriculum. After the completion of this course you will be able to identify the key components of a formal solicitation, compare providers in terms of multiple criteria and identify the key contract types. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Risk Management Project Management: Risk Management, is the ninth of eleven courses in this curriculum. After the completion of this course you will be able to identify the four responses to risk, identify methods of prioritizing risks and calculate the expected monetary value for different decisions. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Communications Management Project Management: Communications Management, is the eighth of eleven courses in this curriculum. After the completion of this course you will be able to identify the six evaluation criteria for a project communication system, identify five situations where exception reporting is required and measure the performance of a project using earned value analysis. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Human Resources Management Project Management: Human Resource Management, is the seventh of eleven courses in this curriculum. After the completion of this course you will be able to recognize the impact of organizational structures on project management, identify the five key barriers to collaboration and identify appropriate strategies for selecting project personnel. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Quality Management Project Management: Quality Management, is the sixth of eleven courses in this curriculum. After the completion of this course you will be able to identify quality management principles, interpret control charts, identify the steps involved in creating a cause and effect diagram and use Pareto analysis to identify the primary causes of a problem. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Cost Management Project Management: Cost Management, is the fifth of eleven courses in this curriculum. After the completion of this course you will be able to calculate a cost performance index, calculate a schedule performance index and calculate your estimate at completion using three different methods . The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Time Management II Project Management: Time Management II, is the fourth of eleven courses in this curriculum. After the completion of this course you will be able to determine the appropriate project activities to crash, determine the appropriate project activities to fast track and identify the implications of resource leveling. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Time Management I Project Management: Time Management I, is the third of eleven courses in this curriculum. After the completion of this course you will be able to calculate the critical path, calculate float and identify essential network concepts. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Scope Management Project Management: Scope Management, is the second of eleven courses in this curriculum. After the completion of this course you will be able to identify sources of scope creep, identify the steps in controlling scope creep and identify the steps in scope verification. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Professional Integration Management Project Management: Integration Management, is the first of eleven courses in this curriculum. After the completion of this course you will be able to identify strategies for aligning project plans with other activities in the organization, define the five key general management skills essential to project management and identify the steps in implementing a change control system. The Prime-Project Management Professional curriculum introduces advanced level project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications. Professionals who need to manage or work on a project. more...
Project Management Closing a Project Project Management: Closing a project, is the last of the eight courses in this curriculum. After the completion of this course you will be able to identify the steps in administrative closure and identify the steps in contract closure. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Controlling a Project Project Management: Controlling a Project, is the seventh of eight courses in this curriculum. After the completion of this course you will be able to identify the six steps of variance analysis and identify four responses to change. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Executing a Project Project Management: Executing a Project, is the sixth of eight courses in this curriculum. After the completion of this course you will be able to identify the four goals of a project start-up meeting, identify the five guidelines of effective team leadership and provide balanced project communications. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Project Cost Project Management: Planning Project Costs, is the fifth of eight courses in this curriculum. After the completion of this course you will be able to sequence the steps involved in creating a personnel resources matrix, identify three strategies for estimating project costs and list the steps in creating a budget. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Planning Project Activities Project Management: Planning Project Activities, is the fourth of eight courses in this curriculum. After the completion of this course you will be able to define project activities, list the steps in creating a project network diagram and identify the steps in creating a Gantt chart. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Planning a Project Scope Project Management: Planning Project Scope, is the third of eight courses in this curriculum. After the completion of this course you will be able to identify the components of a project scope statement and create a work breakdown structure. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. Professionals who need to manage or work on a project. more...
Project Management Initiating a Project Project Management: Initiating a Project, is the second of eight courses in this curriculum. After the completion of this course you will be able to identify the five steps involved in initiating a project, define the stakeholders in a project, and identify the six components of a project charter. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Project Management Overview Project Management: Overview, the first of eight courses in this curriculum. After the completion of this course you will be able to put the five principal processes of project management into practice. The Prime-Project Management Fundamentals curriculum provides the foundation for the successful start-up, planning, and implementation of projects of any size and scope. Professionals who need to manage or work on a project. more...
Sales Concluding a Call Concluding the Sale: Concluding a Call, is the sixteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the guidelines for concluding a call, and conclude a call using the six steps . The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line results. New and experienced sales representatives, account managers, sales consultants and sales managers. more...
Sales Buyer Reactions Concluding the Sale: Buyer Reactions, is the fifteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the steps involved in supporting a favorable reaction, identify guidelines for dealing with low reactors, list the steps in handling objections, and manage objections using a five-step approach. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line results. New and experienced sales representatives, account managers, sales consultants and sales managers. more...
Sales Closing the Sale Concluding the Sale: Closing the Sale, is the fourteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the buying signals that tell you when to close the sale and close a sale using a three-stage approach. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line results. New and experienced sales representatives, account managers, sales consultants and sales managers. more...
Sales Presenting Solutions Concluding the Sale: Presenting Solutions, is the thirteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the differences between features, advantages and benefits, and present a solution to a buyer. The PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line results. New and experienced sales representatives, account managers, sales consultants and sales managers. more...
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