Recently Added Programs

Negotiating Preparing for a Negotiation Negotiating: Preparing for a Negotiation offers the student information about the different types of objectives and variables, how to identify objectives and variables, and how to establish negotiation requirements. This program also covers methods for researching the party with whom the negotiation will be held, as well as what types of information to find, such as the other party's reputation, negotiation style, and probable requirements. In addition, this program covers how to determine concessions, steps to formulate a plan for agreement, and how to determine the logistics of a negotiation. Learn To Classify objectives as being monetary, growth, status, or principle. Identify steps for establishing requirements. more...

Business Ethics Organizational Ethics In Business Ethics: Organizational Ethics, you will learn about functional area ethics and organizational ethical principles, as well as steps for developing a code of ethics and executing an internal ethical audit. You will also learn the four categories of corporate social responsibility and steps you can follow when social responsibilities clash. Learn To Demonstrate the principles for highly effective firms. Identify the steps in creating a corporate code of ethics. Identify ways to ensure ethicality in the workplace. Perform an internal ethical audit. Identify steps in forming a legal compliance program. Follow more...

Business Ethics Managerial Business Ethics In Business Ethics: Managerial Business Ethics, you will learn about common managerial ethical issues, as well as ways to proactively ensure ethicality in the workplace and address subordinates' ethical issues. You will also learn causes of unethical behavior, how to recognize unethical behavior, and how to end unethical behavior in the workplace. Learn To Demonstrate characteristics of ethical managers. Identify ways to ensure ethicality in the workplace. Follow steps for handling ethical dilemmas brought to you by subordinate employees. Identify causes of unethical behavior. Identify methods for recognizing a subordinate employee's unethical more...

Business Ethics Ethical Decision Making In Business Ethics: Ethical Decision Making, you will learn about ethical dilemmas in business and a decision making process for solving them. You will also learn barriers and consequences to consider when making ethical decisions and the process for blowing the whistle when unethical situations arise. Learn To Identify common influences in the decision-making process. Identify common ethical dilemmas. Solve an ethical problem using the decision-making process. Identify common barriers in the decision-making process. Demonstrate an understanding of how to make an ethical decision in which all possible solutions violate ethical principles. more...

Coaching Communicating with Employees In Coaching: Communicating with Employees, you will learn how to use appropriate language during a coaching session, recognize factors that can distort your message, and how to interpret your employees' nonverbal communication correctly. You will also learn how to ask the right questions during a coaching session, how to conduct effective face-to-face meetings, and the best approach to take when confronting an employee. Learn To Demonstrate clear communication by applying appropriate techniques. Interpret nonverbal communication by analyzing body language. Use the four types of questions effectively while coaching. Follow the steps for conducting face-to-face meetings with more...

Coaching Applying the Coaching Process In Coaching: Applying the Coaching Process, you will learn how to establish coaching objectives, identify the best opportunities to coach, and communicate your goals and expectations to your employees in a clear and effective manner. You will also learn how to differentiate between performance goals and long-term goals, implement an appropriate reward system, and monitor your employees' performance. Learn To Apply the COACH acronym when coaching an employee. Set appropriate goals when coaching employees. Communicate goals and expectations to employees when coaching. Monitor an employee's performance through the most appropriate way. Offer more...

Coaching Building Relationships In Coaching: Building Relationships, you will learn how to establish a coaching relationship with your employees, evaluate employees' personality types, and detect morale-building motivators. In addition, you will learn how to identify factors that can hinder an employee's willingness to trust. You will also learn the steps of the CARE process for establishing trusting relationships with your employees. Learn To Communicate expectations and feedback to employees by applying proper procedures. Evaluate an employee's personality type by following proper guidelines. Select the correct motivators by assessing the employee's personality profile. Build a trusting relationship more...

Managing the Expert Managing the Unique Needs of Experts Managing the Expert: Managing the Unique Needs of Experts explains expert attitudes and behaviors. It identifies methods for managing power and politics in an expert environment and provides guidance for experts managing experts. Learn To Follow the guidelines for treating experts with professionalism. Identify the process for managing an expert with a prima donna attitude. Identify the steps for helping an expert overcome the use of unethical politics. Help an expert overcome the use of unethical politics. Help an expert manage overload. Identify the barriers of experts managing experts. Audience The target more...

Managing the Expert Developing a Successful Environment Managing the Expert: Developing a Successful Environment explains management strategies, incentive programs, and the challenges of maximizing experts' creative potential. It identifies the processes for designing and implementing expert-appropriate incentive programs, managing renegade creativity, and managing barriers to expert creativity. Learn To Provide feedback during a performance evaluation. Follow the guidelines for preventing resistance to change. Design an expert-appropriate incentive program. Sequence the process for implementing an expert-appropriate incentive program. Appropriately manage renegade creativity. more...

Managing the Expert Understanding Experts Managing the Expert: Understanding Experts explains recruiting and retaining highly skilled professionals, developing their careers, and coaching the expert for success. It identifies the processes for overcoming burnout, setting career goals, and leading performance evaluation meetings with experts. Learn To Assess an expert's skills. Identify the most appropriate method for recruiting an expert in a given situation. Help an expert overcome burnout. Identify the steps for setting an effective goal. Identify factors to evaluate when monitoring an expert's performance. Provide feedback during a performance evaluation. more...

Managing Performance Overcoming Performance Appraisal Challenges In Managing Performance: Overcoming Performance Appraisal Challenges, you will learn how to encourage regular communication, how to conduct a status meeting, and how to document ongoing communication. You will also learn how to respond to a defensive employee and how to resolve conflict in an appraisal discussion. In addition, you will learn about the laws governing the appraisal process, so you can reduce the risk of legal challenge. Learn To Given a six-step process, conduct a status meeting with an employee. Practice active listening in an appraisal discussion. Avoid confrontational communication in an appraisal discussion. Given a five-step process, resolve conflict in more...

Managing Performance The Performance Appraisal Process In Managing Performance: The Performance Appraisal Process, you will learn how to appraise an employee's performance, how to conduct an appraisal discussion, and how to document your appraisal. You will also learn how to communicate to your employees about performance problems and how to make performance improvements. Learn To Incorporate self-evaluations into the appraisal process by meeting with an employee. Gather feedback about an employee's performance. Lead an appraisal discussion, given a nine-step process. During an appraisal discussion, follow the guidelines for active listening. Given a eight-step process, help an employee solve a more...

Managing Performance Establishing a Peformance Plan In Managing Performance: Establishing a Performance Plan, you will learn the process for managing performance, how to conduct a performance planning meeting, and how to document the performance plan. In addition, you will learn how to provide positive and constructive feedback, as well as how to coach your employees throughout the appraisal period. Learn To Conduct a performance planning meeting using the nine-step process. Develop effective performance goals. Given a four-step process, provide positive feedback. Given a five-step process, provide constructive feedback. Coach your employees. Audience Managers and supervisors who want to more...

Correcting Performance Problems Disciplining Employees In Correcting Performance Problems: Disciplining Employees, you will learn guidelines for conducting an effective disciplinary meeting and how to determine whether you have sufficient cause and evidence to discipline an employee. You will also learn how to prepare for disciplinary action and how to determine whether you need a witness present for a disciplinary meeting. In addition, you will learn the proper way to document and use information about an employee's performance, as well as steps to follow when conducting a follow-up meeting with an employee. Learn To Ask questions to determine whether there is sufficient cause to discipline an employee. Gather evidence to support your reason to discipline an employee. more...

Correcting Performance Problems Addressing Performance Problems In Correcting Performance Problems: Addressing Performance Problems, you will learn a process for conducting effective feedback sessions with employees who have a performance problems. You will also learn guidelines for explaining to employees the impact of their problem behavior. In addition, you will learn the correct way to address negative employee responses, as well as how to respond when to employee reactions such as denial, excuses, and shifting blame. Learn To Apply the guidelines you should follow when conducting a constructive feedback session. Follow the steps for conducting a feedback session. Follow the process for explaining the impact of an employee's problem behavior. more...

Correcting Performance Problems Identifying Performance Problems In Correcting Performance Problems: Identifying Performance Problems, you will learn the different types of performance problems and how they affect an organization. You will also learn how to determine the severity of a performance problem, how to identify causes of performance problems, and how to approach employees who have performance problems. In addition, you will learn guidelines to follow when you meet with employees who have performance problems. Learn To Approach an employee with whom you need to address an attendance problem. Determine the severity of an attendance problem. Determine the severity of an employee's achievement problem. Isolate factors contributing more...

Facilitation Facilitating Challenging Situations In Facilitation: Facilitating Challenging Situations, participants will learn how to handle several challenging situations that they may encounter while facilitating. Specifically, they will learn how to handle difficult team members, the best way to confront team resistance, and the most effective way to resolve conflicts among team members. Learn To Apply steps to foster healthy debates. Facilitate five types of difficult team members. Use a communication process to minimize interpersonal conflicts. Apply a process to handle team resistance. Perform an intervention using the facilitative process. Audience Managers who want to more...

Facilitation The Facilitation Process In Facilitation: The Facilitation Process, participants will learn the importance of and the correct way to prepare for a facilitation, the most effective way to guide a meeting, and the best way to achieve sustainable results. Specifically, they will learn how to assess a team's situation and needs, how to apply structural tools to make a meeting successful, and how to ensure that every team member participates. Learn To Apply strategies to help teams move from divergent to convergent thinking. Use structural tools to enhance their role as a facilitator. Use strategies to facilitate a team during each of its stages. Apply methods to use consensus effectively. more...

Facilitation The Effective Facilitator In Facilitation: The Effective Facilitator, participants will learn the characteristics and responsibilities of facilitators in team meeting situations. In addition, they will learn the verbal and nonverbal strategies a facilitator can use to ensure full participation among team members and how to properly ask questions, offer feedback, and record information. Learn To Differentiate between facilitation and leadership. Apply behaviors to succeed as a facilitator. Enhance their credibility as a facilitator using neutrality. Apply techniques to show assertiveness during a meeting. Apply guidelines for asking appropriate questions and offering more...

Change Management Adapting to Change Change Management: Adapting to Change develops participants' ability to effectively handle organizational changes. It familiarizes them with the three phases of the transition process, enabling them to understand their own-and others'-needs and responses at each phase. Learn To Distinguish between change and transition. Understand the factors that affect their own and others' response to change. Apply constructive strategies to manage the uncertainties posed by a transition. Audience Employees who want to learn how to effectively handle organizational changes. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits PDU credits: 3 PDUs CEU credits: 0.30 CEUs more...

Change Management Managing Change Change Management: Managing Change will help you develop the skills to proactively address change and meet the challenges of transition in the workplace. You will practice your skills as you work with various employees to overcome the problems encountered when making changes in your organization. Learn To Identify the different levels of change. Develop the traits of a change leader. Prepare a plan for a change. Identify why employees resist change. Control a crisis situation. Audience This course is for managers responsible for helping employees handle organizational changes. Deployment Options e-Learning Accreditation NASBA more...

Conducting Meetings Effective Meeting Communication Conducting Meetings: Effective Meeting Communication enables participants to build a positive climate during a meeting and follow best practices of verbal and nonverbal communication to conduct a successful meeting. Learn To Distinguish between different meeting climates and employ techniques for fostering a positive meeting climate. Use clear, appropriate language to enhance communication with and among meeting participants. Use effective listening and questioning techniques to facilitate information exchange during a meeting. Understand and interpret others' nonverbal communications. Audience Managers and employees who want to improve their ability to communicate more...

Conducting Meetings Managing a Meeting Conducting Meetings: Managing a Meeting enables participants to improve their ability as a meeting leader. They acquire the knowledge and skills they need to facilitate situation analysis, brainstorming, and decision making in a meeting, as well as techniques for fostering creative thinking and for managing conflict among meeting participants. Learn To Lead meeting discussions through a logical sequence of activities to arrive at well-informed and well-thought-out decisions. Recognize when a meeting's participants cease thinking independently and take action to avoid 'groupthink'. Identify and manage the difficult personality types present in a meeting. Audience Managers and employees who want to more...

Conducting Meetings The Meeting Process Conducting Meetings: The Meeting Process provides participants with a framework for planning, participating in, and concluding meetings successfully. They learn techniques for establishing the purpose and agenda of a meeting and facilitating participants' progress toward the meeting goals. Learn To Define and communicate the purpose, objective, setting, and agenda for a meeting. Ensure that best practices are followed for meeting procedures, such as taking minutes, keeping discussions focused, and summarizing accomplishments and action items. Objectively evaluate a meeting's effectiveness. Audience Managers and employees who want to learn the appropriate process for conducting meetings. more...

Essentials of Management Maintaining a Productive Workplace In Essentials of Management: Maintaining a Productive Workforce, students learn various ways to improve a job process, to provide support to help employees stay productive, to offer employees feedback, and to apply strategies for improving productivity. In addition, managers learn how to help employees overcome three main productivity problems encountered in the workplace. Learn To Ask six questions that will help you improve productivity. Follow five guidelines for offering employees feedback. Brainstorm ideas for improving productivity. Provide proper support for employees to stay productive. Address common productivity issues. Audience more...

Essentials of Management Creating a Positive Workplace In Essentials of Management: Creating a Positive Workplace, students learn techniques for encouraging positive behavior on the job, as well as the best methods for addressing negative attitudes. In addition, students learn how to apply guidelines for creating a fun atmosphere throughout their office, department, or division. Learn To Understand why positive employees help an organization succeed. Meet the needs of employees in order to motivate them to behave positively. Effectively address specific negative attitude types. Use the ADDRESS acronym for dealing with any negative attitude type. Incorporate fun tactics into a workplace. Audience more...

Essentials of Management Succeeding as a New Manager Essentials of Management: Succeeding as a New Manager equips individuals with the skills needed to transition effectively into their role as a new manager. They learn how to make a positive first impression and what actions will enable them to gain respect as a new manager. In addition, students learn how to maintain control and enhance employee productivity. Learn To Understand the importance of your attitude when managing others. Conduct a successful first meeting with employees. Follow five guidelines for earning respect from your employees. Respond appropriately to individuals who question your authority. Follow six guidelines that will help more...

Essentials of Management Negotiating Skills In "Essentials of Management: Negotiation Skills" you will learn about the basic types of negotiations and the skills required to use them. You will also learn how to prepare effectively for negotiation by setting your goals and limits and applying logic. Because negotiation is essentially about communication, you learn about the value of mutual benefit and positional negotiation and other persuasive negotiating tactics. Learn To Use creative problem solving when negotiating. Explore different options for win-win solutions. Identify positional bargaining tactics. Close the deal successfully. Audience This course is for managers, supervisors, sales people, and others who more...

Employee Performance Resolving Conflict Learn the strategies and tactics necessary for effective conflict resolution in Employee Performance: Resolving Conflict. You will be given the opportunity to create a more productive work environment by addressing conflict between another manager and yourself, between employees, and among team members. Learn To Examine many sources of conflict. Explore the harmful and beneficial sides of conflict. Use, identify, and address various conflict resolution methods. Understand the difference between resolving and managing conflict. Address difficult personalities. Audience This course is for managers and employees who encounter conflict in the more...

Employee Performance Providing Feedback Employee Performance: Providing Feedback helps managers and employees develop the skills needed to give constructive feedback-both praise and criticism-to subordinates or peers. They learn the role feedback plays in improving performance and when and how to deliver feedback so that it can be 'heard' by the recipient. Learn To Use proven processes for giving constructive feedback to subordinates, co-workers, and superiors. Document feedback sessions-both the process and the content. Monitor individuals after they receive feedback. Overcome barriers to giving constructive feedback. Handle difficult feedback situations. Audience Managers and more...

Employee Performance Managing Difficult People Employee Performance: Managing Difficult People will help you develop the skills needed to address a difficult person according to their specific behavior. In this course, you will have the opportunity to meet with several Marketing Department team members to address their difficult personalities. You will follow the guidelines for managing difficult people in order to decrease the department's turnover rate and meet the release date for a new product. Learn To Address difficult personality types. Identify communication barriers. Understand the need for monitoring a difficult person. Recognize when to dismiss a difficult person. Take a proactive more...

Delegation Monitoring Evaluating Results In "Delegation: Monitoring and Evaluating Results," you will learn how examine such areas as how to review delegates, how to maintain task boundaries, how to support delegates, and how to deal with delegates who offer resistance. Delegates need to be assisted in their development through coaching, trust and motivation, and this course teaches strategies in all these fields. To help them to get the best results from delegates, delegators are taught the value of delegation planning, as well as communication and time management skills and overcoming obstacles to delegation. Learn To To identify benefits of providing feedback To identify reasons why delegates resist taking ownership of tasks To identify more...

Delegation The Delegation Process In "Delegation: The Delegation Process," you will learn to implement a delegation process developed around an easy to understand ABC model. By learning and using the model, learners can become much more effective delegators. Learn To To identify guidelines for prioritizing and grouping tasks To identify key issues to consider when appointing a delegate To identify guidelines for preparing a brief To identify guidelines for monitoring delegates To identify how to monitor task areas that carry risk Audience This series is designed for Managers who want to improve their delegation skills and in turn increase their own visibility as well as the more...

Delegation Understanding Delegation In "Delegation: Understanding Delegation," you will learn what delegation is and how to generate a delegation climate in your workplace. Outlining the benefits of delegation and the reasons why it is so important, the course then teaches the positive results of delegation as well as how to identify potential delegates and some strategies for managing them effectively. The course encourages learners to examine their existing supervisory and delegation skills before teaching delegation styles and the characteristics of good delegators. The course ends with useful teaching centered on when to delegate tasks and how to create delegate profiles. Learn To To identify the benefits of delegation To identify delegation styles more...

Goal Setting Organizational Goal Setting In ''Goal Setting: Organizational Goal Setting,'' you will learn how to set goals with teams. You will also learn how to set goals for an organization through the use of organizational objectives, statements of values, and vision and mission statements. In addition, you will learn how to implement strategic goals in your workplace. Learn To Help a team develop and implement an action plan. Sequence the process for managing team goal failure. Classify a goal by its time frame. Identify the factors that influence strategic goals. Set strategic goals. Audience The target audience for this program is administrators, managers, and supervisors. more...

Goal Setting Goal Setting Tools for Managers In ''Goal Setting: Goal Setting Tools for Managers,'' you will learn how to guide employees and mentees through the goal-setting process. You will learn how to foster an enthusiastic and supportive environment for goal setting as well as how to motivate individuals to continually set new and challenging goals. Learn To Identify the criteria for meaningful incentives. Follow the guidelines for establishing commitment to goal achievement. Set effective goals. Identify the obstacles associated with goal setting. Follow the steps for providing goal feedback. Audience The target audience for this program is administrators, managers, supervisors, more...

Goal Setting Reaching Individual Goals In ''Goal Setting: Reaching Individual Goals,'' you will learn about personal behaviors that relate to and affect goal setting. You will also learn the characteristics of effective goals, the individual goal-setting process, and guidelines for maximizing your achievement potential. Learn To Identify the benefits of setting goals. Identify the types of needs goals should fulfill. Follow the guidelines for self-managing goals. Identify the areas for which you should set self-development goals. Utilize the guidelines for increasing goal-achievement probability. Audience The target audience for this program is administrators, managers, more...

Business Problem Solving Problem Solving Teams In ''Business Problem Solving: Problem Solving Teams,'' you will learn about the responsibilities of a problem-solving team leader and how to manage a problem-solving team meeting. Additionally, the program provides you with processes and guidelines for motivating and communicating with team members. By learning the material in this unit, you will know your responsibilities as a team leader, be able to conduct an effective team meeting, motivate team members, and communicate effectively. Learn To Match problem-solving barriers to their solutions. Overcome barriers of problem-solving teams. Conduct a meeting. Motivate a team member. Follow more...

Business Problem Solving Critical Thinking Info Analysis In Business Problem Solving: Critical Thinking and Information Analysis you will learn multiple analysis techniques as well as the different methods to reach conclusions. The program gives you a process for thinking logically and creatively. Additionally, the program provides you with processes and guidelines for both quantitative and qualitative analysis techniques. By applying the information in this program, you will be able to analyze the reasoning and conclusions of others, perform both qualitative and quantitative analyses, and develop your creative thinking. Learn To Avoid errors in reasoning. Correctly calculate a pay back period. Apply the three outcomes method. more...

Business Problem Solving The Problem Solving Process In Business Problem Solving: The Problem-Solving Process, you will learn the three phases of the problem-solving process and how to complete each phase. The program also gives you several processes for generating solution options and a method for prioritizing problems. By applying the information in this program, you will be able to identify a problem's root causes, develop and implement an effective solution, and track the success of your solution. Learn To Identify the characteristics of effective solution criteria. Complete the three phases of the problem-solving process. Generate solution options. Select the best solution. Complete a more...

Business Problem Solving Problem Solving Fundamentals In Business Problem Solving: Problem Solving Fundamentals, you will learn about the need for problem solving, the ineffective responses to problems, and the elements of an effective solution. The program also provides a description of the skills that effective problem solvers possess. Additionally, the program provides you with definitions and strategies for overcoming barriers to solving problems. By applying the information in this program, you will be able to avoid inappropriate responses to problems, identify types of problem solvers, and overcome barriers to problem solving. Learn To Avoid an inadequate response to a problem. Select the information that you should know about a problem. Ask more...

Strategic Decision Making Advanced Decision Making In Strategic Decision Making: Advanced Decision Making, you will learn how to use scenario planning to identify optimal decision outcomes, and how to identify and manage linked decisions. You will also learn how your organization can benefit from employing strategic decision-making techniques. In addition, you will learn how to use decision-making strategies to improve your negotiation skills. Learn To Identify the types of scenario planning. Sequence the steps for managing a linked decision. Apply the process for managing linked decisions. Sequence the steps for creating an affinity diagram. Encourage constructive conflict. more...

Strategic Decision Making Making the Right Decision Strategic Decision Making: Making the Right Decision offers the student an overview of how to generate options and select the best one. The program details how to develop numerous high-quality options, as well as how to evaluate the options and make a final choice. In addition, the program teaches the learner how to review and learn from his or her experience and the experiences of others. Learn To Identify the techniques for developing options. Identify the pitfalls of generating options. Identify the steps for describing the consequences of decision options. Identify the techniques for making a final decision. Identify the guidelines you should more...

Strategic Decision Making Preparing to Make Decisions Strategic Decision Making: Preparing to Make Decisions offers the student an overview of how to plan, frame, and research decisions. The program details how to define your decisions and apply appropriate decisions frames. In addition, the program teaches the learner how to avoid the problems of overconfidence and how to deal with uncertainty in decision making. Learn To Identify the three factors that influence the outcome of a decision. Establish decision objectives using three steps. Identify the actions you can take to assess whether a decision frame is appropriate for a decision. Influence the decision frames of others. Avoid the problems of more...

Women in Leadership Developing a Leadership Path In Women In Leadership: Developing a Leadership Path, you will learn the steps for balancing your personal life and professional life, such as how to match your responsibilities to your priorities. In addition, you will learn the guidelines for relating to co-workers of the opposite gender, as well as the guidelines for recovering from career derailment. Learn To Identify the guidelines for building relationships with co-workers. Identify the gender-biased perceptions that hinder women's ability to be perceived as credible leaders. Identify the guidelines for relating to male co-workers. Select the guidelines for relating to female co-workers. more...

Women in Leadership Becoming a Leader In Women In Leadership: Becoming A Leader, you will learn how to use the basic leadership skills, such as information management. In addition, you will learn the steps you should follow for persuading others to follow your lead, as well as the process for converting challengers to your leadership to supporters. Learn To Follow the steps for managing incoming information. Use the guidelines for establishing your credibility as a leader. Follow the steps for persuading others to follow your lead. Use the guidelines for controlling your reaction to challengers. Follow the steps for converting challengers to supporters. Audience The target more...

Women in Leadership Leadership Roles Styles In Women In Leadership: Leadership Roles and Styles, you will learn about characteristics of the old and new constructs of leadership and business, such as the role gender has played in shaping leadership. In addition, you will learn the steps you should follow when addressing barriers to women's leadership, as well as the process for encouraging leadership growth in others. Learn To Identify myths associated with women in leadership. Identify the common current barriers to leadership for women. Identify the common styles of leadership. Follow the steps for encouraging leadership growth in others. Identify myths associated with women in more...

Succession Planning Successors Plan Evaluation Planning Tools In Succession Planning: Successors and Plan Evaluations and Planning Tools you will learn about utilizing the internal labour bank of an organization, and you will learn guidelines for using promotion policy and internal development strategies. The course also focuses on evaluation of the Succession Plan, how vital this is both for the success of the plan and encouraging strategic support for the plan. Guidelines on evaluation strategies are covered. The course closes with an overview of software tools available for Succession Planning. Learn To Identify your succession planning options. Identify guidelines for assessing your organization a a s bench strength. Sequence the steps for conducting a more...

Succession Planning Setting Up a Succession Planning Program Succession Planning: Setting Up a Succession Planning Program focuses on putting your Succession Plan on paper and into action. It begins with guidelines on writing a mission statement, policy and procedures, identifying target groups and other issues such as legal considerations. It then provides comprehensive guidelines on all aspects of rolling out your plan, how to communicate and provide training in it. The second part of the course focuses on identifying key roles within your organization, developing a talent bank, and guidelines on employing individual develop plans. It gives coverage also to planning for future requirements. Learn To Identify legal and diversity issues to consider when developing your succession plan. more...

Succession Planning Elements Approaches This course, Succession Planning: Elements and Approaches, places Succession Planning in the context of Human Resources practice in general and presents various definitions of Succession Planning. Its principal goal is to present the learner with the solid case for implementing a Succession Plan within their organization and the challenges to doing so. It covers the characteristics of effective Succession Planning programs and the phases in their implementation. Guidelines on selling your plan within your organization are also covered. Learn To Distinguish between succession planning and replacement planning. Sequence the phases required to implement a systematic succession plan. Identify approaches more...

Executive Level Leadership Leadership Communication Executive Level Leadership: Leadership and Communication addresses how leaders learn, test, and use information. In addition, this program covers how to evaluate a leader's performance and how to address key issues that cause performance problems. This program also addresses the marketplace, governmental, and internal variables that affect daily operations. Learn To Identify the five communication networks. Identify the pitfalls to using communication networks. Identify five strategies to gain information. Apply criteria to test the quality of given information. Identify seven aspects of performance. Identify the four more...

Executive Level Leadership Change The Executive Leader Executive Level Leadership: Change and the Executive Leader addresses the change process, ways to identify resistance to change, and how to overcome that resistance. In addition, this program covers trust-building methods, power-sharing techniques, and how to keep employees informed during the change process. This program also covers pitfalls to avoid during the change process. Learn To Identify the three phases of the change process. Given a scenario, choose how to communicate with employees. Define organizational culture. Identify how a given situation can provide insight to an organization's culture. Identify barriers to change. more...

Executive Level Leadership Becoming an Executive Leader Executive Level Leadership: Becoming an Executive Leader offers the student an overview of executive leadership roles and how power and politics affect an organization. This program also explains the importance of developing an organizational vision and the need for executives to understand the types of business focus that impact their industry. In addition, it emphasizes the importance of developing a personal leadership plan and how such a plan benefits an organization, its leaders, and individuals. Learn To Identify the primary forces that influence and impact executive level leaders. Apply personal and organizational focus in a team meeting where goals are established. Use specific methods to help more...

Motivation Empowering to Increase Motivation In Motivation: Empowering to Increase Motivation, you will learn about empowerment by seeing how it can be used to increase motivation. You will learn how empowerment affects the workplace, how to overcome barriers that hinder empowerment, and how an empowerment plan can be developed. You will also learn how to recognize empowerment, the benefits of empowerment, and how to prepare to empower employees. By learning how to decide who to empower, how to manage empowered employees, and what characteristics organizations should have to empower their employees, you will be better prepared to empower your employees. Learn To Identify the employee benefits of empowerment. Overcome organizational barriers to empowerment. more...

Motivation Motivating Through Rewards Recognition In Motivation: Motivating Through Rewards and Recognition, you will learn how to use different types of reward and recognition to motivate employees. You will also learn what types of reward and recognition are de-motivating to employees. In addition, you will learn how using rewards and recognition can be beneficial for managers and how to develop a reward and recognition program. Learn To Identify how to make rewards and recognition motivational tools. Select examples of extrinsic and intrinsic motivators. Follow guidelines to make rewards and recognition effective. Avoid barriers to providing rewards and recognition. Select seven more...

Motivation Fostering Employee Motivation In Motivation: Fostering Employee Motivation, you will learn how managers can successfully motivate employees by measuring and building the motivation levels of their employees, how to determine motivational responsibility, and how to recognize motivators and de-motivators. You will also learn how to motivate employees with specific needs, how to build relationships that increase motivation, and how to help employees increase their own motivation levels. Learn To Determine the best way to lead employees with specific needs. Follow steps for building relationships that increase motivation. Follow guidelines for encouraging employee accountability. Identify steps to change a more...

Frontline Leadership Positively Influencing Workplace Culture Frontline Leadership: Positively Influencing Workplace Culture covers the factors that determine workplace culture and outlines a process for leading employees through culture changes. This program also covers two styles of frontline leadership and offers tips for fostering a positive work environment, addressing negativity, and inspiring employee innovation. Learn To Identify steps of the process for leading employees through change. Follow the process for leading employees through change. Follow guidelines for promoting a positive atmosphere. Follow the process for addressing negative attitudes. Follow guidelines for inspiring employee more...

Frontline Leadership Knowledge in the Workplace Frontline Leadership: Knowledge in the Workplace emphasizes the importance of managing knowledge in the workplace, conducting assessment interviews for employees, utilizing employee knowledge and input, and providing employees with opportunities for continuing education. The program also details the affects technology has on the exchange of knowledge and offers guidelines for using specific types of communication technology. Learn To Follow the process for conducting an employee knowledge assessment interview. Identify ways for encouraging employees to exchange knowledge. Follow the process for leading employees through obstacles. Identify ways to correctly use technology to more...

Frontline Leadership Preparing to Lead Frontline Leadership: Preparing to Lead offers the student an overview of the information required to identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with difficult employees. Learn To List the steps a learning organization takes to build a progressive environment. Follow the process for adapting your employees to the learning organizational style. Identify the roles of leadership. Select traits of a leader in the LEADERSHIP acronym. more...

Managerial Leadership Motivating Employees Managerial Leadership: Motivating Employees offers the student an overview of the various roles leaders have in organizations, as well as how leaders can help employees discover and learn their roles in organizations. This program includes guidelines for helping employees align their goals with those of the organization, for evaluating employees' performance, and for motivating employees. In addition, this program covers pitfalls of poor leadership and common sources of employee apathy. Learn To Identify roles leaders fulfill in organizations. Identify ways to help employees find their roles in an organization. Apply guidelines for evaluating employee performance. Identify more...

Managerial Leadership Leading Through Change Managerial Leadership: Leading Through Change discusses the three phases of planned change and the importance of planning changes before implementing them. This program highlights the types of information employees need in order to understand the need for and accept organizational changes, as well as guidelines for motivating employees through a change process and a process for solving problems encountered during change. In addition, this program discusses the phases of workplace grief and common sources of stress during times of organizational change. Learn To Identify phases of the change process. Motivate employees through a change by applying appropriate guidelines. Identify common more...

Managerial Leadership Creating a Vision Managerial Leadership: Creating a Vision provides students an overview of organizational leadership and its role in guiding the organization toward vision fulfillment. The program highlights questions to ask when defining an organization's vision, basic steps to complete when drafting a vision statement, and guidelines for communicating the vision. In addition, this program provides steps for setting goals that are aligned with an organization's vision. Learn To Choose questions to answer when defining your organization's vision. Identify steps for writing a vision statement. Identify steps for setting goals. Identify guidelines for communicating a vision. more...

Leading the Way Learning to Lead In "Leading the Way: Learning to Lead," you will learn what it means to be a leader, how to relate to your followers, and how different situations can affect leadership. You will learn the traits and abilities that make individuals effective leaders, as well as leadership pitfalls to avoid. In addition, you will learn interpersonal skills that can help you motivate and empower your followers. You will also learn different types of power strategies, how to set attainable goals, and strategies for resolving conflict. Learn To Identify the three components of leadership. Identify the common leadership pitfalls. Provide effective feedback. Categorize strategies for resolving more...

Leadership Development Motivation In Leadership Development: Motivation, you will develop the skills needed to enhance employee and team motivation. Throughout the simulations, you will be provided with the opportunity to overcome motivation problems and encourage employees who are facing various obstacles Learn To Identify the factors that can lead to low motivation. Understand the difference between personal and social needs. Choose the best motivator for a given circumstance. Differentiate between intrinsic and extrinsic rewards. Increase motivation within a team. Audience This course is for managers who want to improve their ability to motivate employees. Deployment more...

Leadership Development Leading the Way Leadership Development: Leading the Way helps you develop an understanding of the characteristics a leader should possess. You will use your leadership skills to unite followers and successfully complete an expansion project for your organization. Learn To Understand the difference between managers and leaders. Develop important leadership traits. Apply your power successfully. Motivate and empower your employees. Use the context of each situation to your advantage. Audience This course is for managers and supervisors in leadership positions. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE Credits CEU more...

Leadership Development Goal Setting In Leadership Development: Goal Setting, you will develop an understanding of how to set specific and measurable goals. Using your goal setting skills, you will have the opportunity to help employees manage goal achievement, set goals to meet deadlines, and identify strategic goals for the future. Learn To Successfully define a target to be reached. Rank goals and develop persistence to attain them. Create an action plan and set strategic goals. Effectively motivate and empower your employees. Use goal setting as a management technique. Audience This course is for managers and supervisors who are responsible for setting and more...

Leadership Development Delegation In Leadership Development: Delegation, you will develop the skills needed to fulfill the role of a delegator and then use the delegation process to achieve organizational success. This program will help you use delegation to achieve greater results that will benefit everyone in your organization. Learn To Identify a delegator's responsibilities. Identify who is best suited to be a delegate. Motivate a discouraged delegate. Understand communication barriers. Avoid common delegation obstacles. Audience This course is for managers who delegate tasks to employees. Deployment Options e-Learning Accreditation NASBA credits: 3 CPE more...

Decision Making Problem Solving Problem Solving Fundamentals In Decision Making & Problem Solving: Problem Solving Fundamentals, you will learn to use a systematic approach to solve problems. In this program, you will face several problems in your organization and successfully use your problem solving skills in order to produce a positive outcome. Learn To Identify different ways problems can be handled. Evaluate the problem solving options generated. Understand the advantages of team problem solving. Recognize when a solution is effective. Assemble an effective problem solving team. Audience This course is for managers and employees who want to improve their problem solving skills. more...

Decision Making Problem Solving Decision Making Fundamentals Decision Making & Problem Solving: Decision Making Fundamentals teaches you a variety of decision making techniques. You will develop the skills that are necessary to make important decisions with various people and ensure the results of your decisions. Learn To Devise objectives given the background information. Establish and compare options in a variety of situations. Address employee groupthink. Identify the best choice from various options. Achieve group consensus about important decisions. Audience This course is for managers and employees who want to improve their decision making skills. Deployment Options e-Learning more...

360-Degree Feedback Max the Benefits of 360-Degree Feedback 360-Degree Feedback: Maximizing the Benefits of 360-Degree Feedback covers how to enhance the use of 360-degree feedback, address employee performance, and support employee development. It also covers how to reinforce organizational goals in 360-degree feedback and when to provide coaching, mentoring, and leadership development to employees. Learn To Identify the guidelines for ensuring that a 360-degree feedback program meets its organizational goals. Help a poor performer meet his or her performance standards. Help an average performer get out of his or her comfort zone. Help a high performer find a new opportunity for development. Identify the more...

360-Degree Feedback Implementing a 360-Degree Program 360-Degree Feedback Programs: Implementing a 360-Degree Program covers the 360-degree feedback process and explains how to develop a feedback questionnaire, choose a collection method, and select raters for 360-degree feedback. It also covers how to create training programs for providing and receiving feedback, as well as how to analyze 360-degree feedback results, develop an improvement plan, and present 360-degree feedback results. Learn To Sequence the steps for creating a 360-degree feedback questionnaire. Identify the methods for collecting 360-degree feedback. Demonstrate an understanding of how to select raters for 360-degree feedback. Identify the types of more...

360-Degree Feedback Experiencing 360-Degree Feedback 360-Degree Feedback: Experiencing 360-Degree Feedback covers how organizations use 360-degree feedback, the benefits of using 360-degree feedback, and the different methods for collecting 360-degree feedback. The program also covers the criteria for selecting raters, the types of rating biases, and guidelines for rating an employee's performance. Additionally, it covers the type of information provided in 360-degree feedback, guidelines for communicating disagreement about the feedback, and steps for developing an improvement plan. Learn To Identify the types of information that should be covered in 360-degree feedback. Identify the characteristics of effective 360-degree feedback programs. Identify more...

Human Resource Law Understanding Privacy Rights In "Human Resource Law: Understanding Privacy Rights," you will learn the laws that apply to employee and privacy rights in the workplace and how those laws might impact your company policies regarding searches, seizures, monitoring, and e-communications. You will also learn how, as an employer, you can protect employees' rights, how to conduct lawful e-communications, and how to minimize your organization's liability. Learn To Match privacy laws with their definitions. Apply privacy protection steps in the workplace. Identify the actions an employer should take to conduct legal computer activity. Take actions to use computers lawfully for human resource functions. more...

Human Resource Law Fair Labor Standards Act In Human Resource Law: Fair Labor Standards Act, you will learn the provisions of the Fair Labor Standards Act (FLSA), including which employers must comply with the law and which employees could be exempt from FLSA provisions. You will also learn the employee rights protected by FLSA, how the FLSA is enforced, and how employers can prevent employee claims. Learn To Identify which employers are covered by FLSA. Identify employee classes that could be exempt from FLSA. Categorize actions as included or excluded by the FLSA definition of work hours. Categorize which forms of compensation are included in or excluded from the FLSA definition of regular wages. more...

Human Resource Law Family Medical Leave Act In Human Resource Law: Family and Medical Leave Act, you will learn the provisions of the Family and Medical Leave Act (FMLA), and how to administer FMLA leave. You will learn which events qualify an employee for FMLA leave and the actions employers should avoid taking when protecting an employee's rights to FMLA leave. In addition, you will learn job restoration rules, how the FMLA is enforced, and how organizations can comply with the law's provisions. Learn To Select criteria for employee eligibility. Choose legitimate FMLA qualifying events. Select actions prohibited by FMLA. Select three ways to use paid leave in conjunction with FMLA. more...

Human Resource Law Equal Employment Opportunity Law Human Resource Law: Equal Employment Opportunity Law defines the Equal Employment Opportunity (EEO) laws that affect all aspects of employment. This program details how EEO laws are enforced and provides guidelines to comply with EEO regulations. In addition, this program addresses employer defenses to discrimination claims, grounds for employee cases, and the Equal Employment Opportunity Commission (EEOC) complaint procedure. This program also explains the mediation process, outcomes to EEOC findings, court-ordered remedies, and guidelines to prevent discrimination claims. Learn To Identify the three basic requirements for EEOC compliance. Match the three grounds for discrimination claims against employers with their more...

Human Resource Law Americans With Disabilities Act Human Resource Law: Americans with Disabilities Act provides in depth information about the Americans with Disabilities Act. This program instructs employers on the specifics of the law, and the complications involved in determining which employees qualify for ADA protection. In addition, this program provides defenses to discrimination claims, an explanation of reasonable accommodation and undue hardship, and ways for employers avoid or minimize the incidence of employee claims. Learn To Identify the four terms of ADA protection. Given a situation, identify the reasons a candidate is qualified to perform a job. Sequence the steps used to identify reasonable accommodations. more...

Human Resource Law Management s Role Human Resource Law: Management's Role provides a general overview of law affecting the workplace. These legal issues include wrongful discharge, wage and hour laws, and anti-discrimination statutes. In addition, this program provides ways employers can minimize employee complaints, and methods employers can use to handle, document, and seek legal counsel for claims. Learn To Match employment laws with the ways each impacts the workplace. Identify provisions of FMLA. Identify wage and hour laws affecting the workplace. Identify the details of safety, pension, and labor laws. Identify the steps to rightfully discharge an employee. more...

Exit Interviewing Skills The Termination Process Exit Interviewing: The Termination Process covers how to monitor and guide your employees' performance, as well as how to terminate employment lawfully. The program also covers how to explain performance standards to employees, how to document performance and misconduct issues, and how to improve employees' performance. In addition, it teaches how to discipline employee misconduct, prepare for a termination meeting, and conduct a termination meeting. And finally, the program provides a review of anti-discrimination laws and other laws with which frontline managers should be familiar. Learn To Identify the guidelines for documenting employee performance and misconduct. Follow the steps for improving employee performance. more...

Exit Interviewing Skills Conducting an Exit Interview Exit Interviewing Skills: Conducting an Exit Interview covers how to follow the exit interview process, use descriptive statistics for analysis, and report exit interview results. The program covers how to calm upset employees, handle complaints, and prevent information distortion. It also covers how to use effective analysis tools, compile information for analysis, and follow up on problems. Learn To Identify the guidelines for gathering information during exit interviews. Identify guidelines for handling upset employees. Calculate the mean, the mode, and the median for a given set of values. Identify steps for preparing a monthly report. Audience HR Managers and other more...

Exit Interviewing Skills Preparing for an Exit Interview Exit Interviewing: Preparing for an Exit Interview offers the student an overview of the purposes and types of exit interviews, how to set up exit interviews, and how to conduct them. The program covers who, when, and where the interviews should be conducted, as well as how they should be structured. It also covers guidelines for interviewing effectively, steps to prepare for exit interviews, communication techniques, and guidelines to prevent information distortion. Learn To Identify the three factors you should consider before conducting exit interviews. Explain what information should be collected during an exit interview. Identify guidelines for interviewing effectively. more...

Recruiting Retention Keeping Your Good Employees Recruiting and Retention: Keeping Your Good Employees offers the student an overview of organizational facets that affect employee retention. The program explains the process for leading employees through orientation. The program also covers steps for conducting feedback sessions and coaching. Learn To Identify organizational facets that affect employee retention. Sequence the steps for the orientation process. Identify aspects of the work environment that affect employee retention. Sequence the steps for conducting a feedback session. Identify aspects to consider when analyzing job structure. Sequence the steps for the more...

Recruiting Retention Internet Recruiting Recruiting and Retention: Internet Recruiting offers the student an overview of the benefits and uses of Internet recruiting. The program explains the process for preparing to use the Internet and covers steps for developing an Internet search strategy. Learn To List ways to identify whether Internet recruiting is right for your organization. Sequence the steps to prepare for using the Internet to recruit. List features you should include in job postings. List ways to refine job postings to increase the number of qualified applicants. Identify steps for developing an Internet search strategy. Audience Managers, supervisors, and team leaders more...

Recruiting Retention Staffing Your Organization Recruiting and Retention: Staffing Your Organization offers the student an overview the benefits of forecasting human resource needs and using a job analysis to create a thorough job description. The program emphasizes the importance of the job description as a tool for the employment process that can help determine how a company identifies candidates, decides on a job source, and advertises job openings. In addition, the program defines and outlines ways to comply with the many employment laws impacting the entire employment process. Learn To Use the five steps for creating a human resource plan. Avoid common mistakes when analyzing a job and creating a description. Identify the three steps of the more...

Workplace Aggression Taking a Proactive Approach In Workplace Aggression: Taking a Proactive Approach, participants will learn how their organization can proactively approach workplace aggression. They will learn how to identify improvements their organization can make to address workplace aggression, and how to establish a workplace aggression policy. In addition, they will learn how to use preventive hiring techniques to eliminate workplace aggression and how to discipline and dismiss employees who behave aggressively. Learn To Follow three steps that enable them to take a proactive approach. Include three elements when creating a workplace aggression policy. Fulfill three responsibilities as a member of an emergency response team. more...

Workplace Aggression Defusing Aggressive Situations In Workplace Aggression: Defusing Aggressive Situations, participants will learn the most effective way for addressing aggressive employees. They will learn what steps they should take to communicate with an employee who has behaved aggressively, as well as how to handle a situation that has become violent. In addition, they will learn how to help employees adjust after a violent situation has occurred. Learn To Name the personnel that can offer assistance when they are faced with aggressive employees. Use appropriate communication techniques when addressing an employee who behaves aggressively. Follow six steps for meeting with an employee who is in the mild aggression stage. more...

Workplace Aggression Recognizing Aggressive Behavior In Workplace Aggression: Recognizing Aggressive Behavior, participants will learn why workplace aggression is an important issue that they must be able to identify in their workplace. They will learn what sources contribute to workplace aggression, as well as the three stages of aggressive behavior. Upon completing this program, participants will also be able to identify the nine profiles of aggressive employees and the kinds of organizations that foster aggressive behavior. Learn To Fulfill their responsibility regarding workplace aggression. Recognize aggressive behavior that could turn violent. Explain the relationship between aggression experienced at home and at the workplace. more...

Interviewing Skills Laws Governing the Interview Process In Interviewing Skills: Laws Governing the Interview Process, you will focus on laws that govern the interviewing process. You will learn how to comply with laws regarding employee interviewing and selection, including those treating Equal Employment Opportunity (EEO), pregnancy discrimination, disabilities, and immigration status. Finally, you will explore the provisions, guidelines, and terms associated with each law and learn how to function within the parameters of the law. Learn To: Understand guidelines associated with Equal Employment Opportunity laws. Understand employment laws concerning people with disabilities and immigration. Understand how to conduct legal interviews. Audience: The target audience for this course is primarily managers who want to learn how more...

Interviewing Skills Conducting an Interview In Interviewing Skills: Conducting an Interview, you will learn the various processes and techniques used to conduct interviews that result in successful hires. Specifically, it teaches students how to conduct an interview through the opening, information gathering, and closing stages, as well as how to address difficult interviews. In addition, students will learn how to evaluate candidates properly to ensure the best candidate is chosen and follow up appropriately with a candidate after a hiring decision has been made. Learn To: Follow the correct processes involved in conducting an interview. Identify various methods for addressing difficult interviews and avoiding discrimination. Identify how to manage bias and evaluate the candidate to make an effective hiring decision. more...

Interviewing Skills Preparing for an Interview In Interviewing Skills - Preparing for an Interview, you will learn specific information and practices that will help you find and hire the right candidate for your team, including steps you can take to prepare for interviews and the types of questions you should ask when meeting with candidates. You will also learn about different types and uses of interviews, as well as special considerations when using technology-based interviewing. Additionally, you will gain an understanding of critical sources of information about candidates and the benefits and drawbacks of pre-employment testing. Learn To: Understand fundamental information about interviews, including special skills and types of interviews. Be able to analyze aspects of your organization, such as jobs within it and the more...

Sexual Harassment Resolving Sexual Harassment Claims Sexual Harassment: Resolving Sexual Harassment Claims offers the student an overview of the elements needed in a system for resolving sexual harassment claims. The program details how to select and prepare investigators, as well as how to plan and conduct an investigation. In addition, the program teaches the learner how to evaluate the evidence gathered in an investigation and how to implement corrective action. Learn To Identify the benefits of establishing a system for resolving sexual harassment claims. Identify the types of support investigators need from management. Identify areas in which management should provide investigators with training. Follow the five steps for more...

Sexual Harassment Preventing Sexual Harassment Claims Sexual Harassment: Preventing Sexual Harassment Claims offers the student an overview of how sexual harassment affects companies and how they can be legally responsible for incidents of sexual harassment. The program details how to create a sexual harassment policy, what criteria should be included in an effective policy, and how to implement the policy. In addition, the program teaches the learner strategies for preventing sexual harassment, including establishing managerial responsibility and gathering employee feedback. Learn To Identify what the EEOC requires employers to do to prevent sexual harassment. Identify the damages for which organizations can be held legally liable. Identify the actions more...

Sexual Harassment What Employees Should Know Sexual Harassment: What Employees Should Know offers the student an overview of what sexual harassment is and how it affects organizations. The program details how to recognize harassing behaviors and what factors should be considered when determining whether behavior rises to the level of sexual harassment. In addition, the program teaches the learner actions to prevent or stop sexual harassment. Learn To Identify the law sexual harassment violates. Identify the characteristics of quid pro quo sexual harassment. Identify the characteristics of hostile environment sexual harassment. Identify how sexual advances and propositions can result in sexual harassment. more...

Customer Relationship Mgt eCRM Customer Relationship Management: eCRM introduces the students to managing customer relationships over the Internet. The program details the characteristics of eCRM, how departments can use eCRM to automate processes, and how to customize eCRM interfaces for each type of eCRM user. Learn To Identify the features of eCRM. Identify ways to overcome the disadvantages of eCRM. Identify eCRM opportunities for automating a company a a s sales processes. Identify the types of eCRM users. Identify ways a company can customize its eCRM marketing efforts. Identify ways eCRM enables companies to achieve CRM goals. Audience more...

Customer Relationship Mgt Implementing CRM Customer Relationship Management: Implementing CRM introduces the student to the goals of CRM, the costs of CRM, and ways to modify operations costs to become customer focused. The program also details CRM pre-implementation strategies, the CRM implementation process, and tactics used to test CRM. Learn To Identify ways to achieve CRM goals and focus on customers. Identify the roles of a CRM implementation team. Match the reasons CRM programs fail to the appropriate method for overcoming failure. Identify the method for pilot testing CRM strategies. Match departments affected by CRM to the changes those departments will experience. more...

Customer Relationship Mgt 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 CRM process, as well as critical success factors a company should evaluate before using a specific type of CRM. Learn To Identify the steps for creating loyal customers. Identify the goals of a market intelligence enterprise. Match the four types of customer relationship management more...

Call Center Mgt Managing Motivating Your Staff Call Center Management: Managing and Motivating Your Staff gives the student information about turnover and training as well as processes for reducing turnover and training effectively. The program also gives the student a process for managing employee stress as well as guidelines for motivating and communicating with employees. Additionally, the program provides students with processes and guidelines for evaluating employee performance and establishing monitoring programs. By applying the information in this program, the student will be able to reduce turnover, motivate employees, and establish a fair and accurate monitoring system. Learn To Identify the universal reasons for turnover. Establish a plan to reduce turnover. more...

Call Center Mgt Measuring Quality Performance Call Center Management: Measuring Quality and Performance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics, provides a process for calculating staff levels, and identifies the types of reports that call center managers use to evaluate a call center's performance. Additionally, the program provides students with guidelines for communicating with executives. By applying the information in this program, the student will be able to establish service goals, identify areas for attention, and communicate effectively with executives. Learn To Identify guidelines for presenting a positive company image to your customers. more...

Call Center Mgt Managing an Inbound Call Center Call Center Management: Managing