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CoachingAsanArt…
C A C M M C | 3 7 S u b h i S a l a y e v S t r e e t | i n f o @ c a c . a z | w w w . c a c . a z
CAC Business Seminars Catalogue
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2 CACBUSINESSSEMINARSCATALOGUE
ContentsGeneralBusinessSkills..........................................................................................................10
EffectiveTimeManagement..................................................................................................................11
CourseOutline......................................................................................................................11
CourseDetails......................................................................................................................12
PresentationSkills..................................................................................................................................13
CourseOutline......................................................................................................................13
CourseDetails......................................................................................................................14
ManagingInformationEffectively..........................................................................................................15
CourseOutline......................................................................................................................15
CourseDetails......................................................................................................................16
InternalCustomerServiceandDefinition..............................................................................................17
CourseOutline......................................................................................................................17
CourseDetails......................................................................................................................18
Problem-SolvingSkills............................................................................................................................19
CourseOutline......................................................................................................................19
CourseDetails......................................................................................................................20
EffectiveFacilitationSkills......................................................................................................................21
CourseOutline......................................................................................................................21
CourseDetails......................................................................................................................22
ManagingOrganizationalGoals.............................................................................................................23
CourseOutline......................................................................................................................23
CourseDetails......................................................................................................................24
ConsultingSkills.....................................................................................................................................25
CourseOutline......................................................................................................................25
CourseDetails......................................................................................................................26
CreatingandMaintainingLifeBalance..................................................................................................27
CourseOutline......................................................................................................................27
CourseDetails......................................................................................................................28
PersonalEffectivenessBoost.................................................................................................................29
CourseOutline......................................................................................................................29
CourseDetails......................................................................................................................31
GettingtheResultsWithouttheAuthority(IncludesBusinessSimulation)..........................................32
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CACBUSINESSSEMINARSCATALOGUE 3
CourseOutline......................................................................................................................32
CourseDetails......................................................................................................................33
LeadingFromtheFront:BeingaLeaderinAllYouDo...........................................................................34
CourseOutline......................................................................................................................34
CourseDetails......................................................................................................................35
ManagementSkills...............................................................................................................36
EffectiveManagement...........................................................................................................................37
CourseOutline......................................................................................................................37
CourseDetails......................................................................................................................38
ApplyingLeadershipPrinciples..............................................................................................................39
CourseOutline......................................................................................................................39
CourseDetails......................................................................................................................40
PracticalLeadership...............................................................................................................................41
CourseOutline......................................................................................................................41
CourseDetails......................................................................................................................42
ManagingMultigenerationalTeams......................................................................................................43
CourseOutline......................................................................................................................43
CourseDetails......................................................................................................................44
EffectivelyManagingTechnicalTeams..................................................................................................45
CourseOutline......................................................................................................................45
CourseDetails......................................................................................................................46
LeadingVirtualTeams............................................................................................................................47
CourseOutline......................................................................................................................47
CourseDetails......................................................................................................................48
StrategicPlanningSkills..........................................................................................................................49
CourseOutline......................................................................................................................49
CourseDetails......................................................................................................................50
PerformanceManagement....................................................................................................................51
CourseOutline......................................................................................................................51
CourseDetails......................................................................................................................52
PerformanceUnderPressure.................................................................................................................53
CourseOutline......................................................................................................................53
CourseDetails......................................................................................................................54
AppraisingPerformance........................................................................................................................55
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4 CACBUSINESSSEMINARSCATALOGUE
CourseOutline......................................................................................................................55
CourseDetails......................................................................................................................56
GivingandReceivingPerformanceFeedback........................................................................................57
CourseOutline......................................................................................................................57
CourseDetails......................................................................................................................58
ChangeManagementforManagers......................................................................................................59
CourseOutline......................................................................................................................59
CourseDetails......................................................................................................................60
CreatingaWinningManagementStyle.................................................................................................61
CourseOutline......................................................................................................................61
CourseDetails......................................................................................................................62
ManagingConflict..................................................................................................................................63
CourseOutline......................................................................................................................63
CourseDetails......................................................................................................................64
EmotionalIntelligenceforManagers.....................................................................................................65
CourseOutline......................................................................................................................65
CourseDetails......................................................................................................................66
InterviewingSkillsforManagement......................................................................................................67
CourseOutline......................................................................................................................67
CourseDetails......................................................................................................................68
Mentoring..............................................................................................................................................69
CourseOutline......................................................................................................................69
CourseDetails......................................................................................................................70
CoachingEssentials................................................................................................................................71
CourseOutline......................................................................................................................71
CourseDetails......................................................................................................................72
DevelopingYourselfasaLeader............................................................................................................73
CourseOutline......................................................................................................................73
CourseDetails......................................................................................................................74
HiringOutstandingTeams......................................................................................................................75
CourseOutline......................................................................................................................75
CourseDetails......................................................................................................................76
HiringTopPerformers............................................................................................................................77
CourseOutline......................................................................................................................77
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CACBUSINESSSEMINARSCATALOGUE 5
CourseDetails......................................................................................................................78
MotivatingYourEmployees...................................................................................................................79
CourseOutline......................................................................................................................79
CourseDetails......................................................................................................................80
HarnessingInnovationWithinTeams....................................................................................................81
CourseOutline......................................................................................................................81
CourseDetails......................................................................................................................82
PositiveWorkEnvironment...................................................................................................................83
CourseOutline......................................................................................................................83
CourseDetails......................................................................................................................84
EmployeeRelations................................................................................................................................85
CourseOutline......................................................................................................................85
CourseDetails......................................................................................................................86
ManagingInnovationandCreativity......................................................................................................87
CourseOutline......................................................................................................................87
CourseDetails......................................................................................................................88
KnowledgeManagement.......................................................................................................................89
CourseOutline......................................................................................................................89
CourseDetails......................................................................................................................90
WhatGoodManagersDo:TheFirst100Days.......................................................................................91
CourseOutline......................................................................................................................91
CourseDetails......................................................................................................................92
CommunicationSkills...........................................................................................................93
FundamentalsofCommunication..........................................................................................................94
CourseOutline......................................................................................................................94
CourseDetails......................................................................................................................95
AdvancedCommunicationSkills............................................................................................................96
CourseOutline......................................................................................................................96
CourseDetails......................................................................................................................97
UsingDatatoCommunicate..................................................................................................................98
CourseOutline......................................................................................................................98
CourseDetails......................................................................................................................99
CommunicatingAcrossCultures..........................................................................................................100
CourseOutline....................................................................................................................100
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6 CACBUSINESSSEMINARSCATALOGUE
CourseDetails....................................................................................................................101
NegotiatingSkills..................................................................................................................................102
CourseOutline....................................................................................................................102
CourseDetails....................................................................................................................103
CustomerServiceandTroubleshooting...............................................................................104
FundamentalsofCustomerService.....................................................................................................105
CourseOutline....................................................................................................................105
CourseDetails....................................................................................................................106
CustomerService.................................................................................................................................107
CourseOutline....................................................................................................................107
CourseDetails....................................................................................................................109
CustomerServiceViaPhoneandEmail...............................................................................................110
CourseOutline....................................................................................................................110
CourseDetails....................................................................................................................111
ExcellenceinTechnicalCustomerService............................................................................................112
CourseOutline....................................................................................................................112
CourseDetails....................................................................................................................113
DealingwithChallengingCustomerInteractions.................................................................................114
CourseOutline....................................................................................................................114
BusinessWritingSkills........................................................................................................117
LogicInWritingThinkingAndProblemSolving...................................................................................118
CourseOutline....................................................................................................................118
CourseDetails....................................................................................................................119
EffectiveBusinessWriting....................................................................................................................120
CourseOutline....................................................................................................................120
CourseDetails....................................................................................................................121
AdvancedBusinessWriting..................................................................................................................122
CourseOutline....................................................................................................................122
CourseDetails....................................................................................................................123
BusinessCaseWriting..........................................................................................................................124
CourseOutline....................................................................................................................124
CourseDetails....................................................................................................................125
WritingforaGlobalAudience..............................................................................................................126
CourseOutline....................................................................................................................126
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CACBUSINESSSEMINARSCATALOGUE 7
CourseDetails....................................................................................................................127
ProjectManagementSkills.................................................................................................128
ProjectManagementFundamentals:(SecondEdition).......................................................................129
CourseOutline....................................................................................................................129
CourseDetails....................................................................................................................130
ProjectManagementProfessional(PMP®)Certification.....................................................................131
CourseOutline....................................................................................................................131
CourseDetails....................................................................................................................134
ProjectManagementSkillsforNon-ProjectManagers........................................................................135
CourseOutline....................................................................................................................135
CourseDetails....................................................................................................................136
ManagingProjectTeams......................................................................................................................137
CourseOutline....................................................................................................................137
CourseDetails....................................................................................................................138
ProjectManagementforTechnicalTeams..........................................................................................139
CourseOutline....................................................................................................................139
CourseDetails....................................................................................................................140
ManagingOutsourcedProjectsasanITVendor..................................................................................141
CourseOutline....................................................................................................................141
CourseDetails....................................................................................................................142
SalesTraining.....................................................................................................................143
FundamentalsofSelling:......................................................................................................................144
CourseOutline....................................................................................................................144
CourseDetails....................................................................................................................145
ClientRelationshipManagement.........................................................................................................146
CourseOutline....................................................................................................................146
CourseDetails....................................................................................................................147
GlobalMarketing.................................................................................................................................148
CourseOutline....................................................................................................................148
CourseDetails....................................................................................................................149
HRandDevelopment..........................................................................................................150
HROptimization...................................................................................................................................151
CourseOutline....................................................................................................................151
CourseDetails....................................................................................................................152
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8 CACBUSINESSSEMINARSCATALOGUE
StrategicDevelopmentofTalent.........................................................................................................153
CourseOutline....................................................................................................................153
CourseDetails....................................................................................................................154
DevelopingandPresentingSuccessfulTrainingforNon-TrainingProfessionals/NewTrainers........155
CourseOutline....................................................................................................................155
CourseDetails....................................................................................................................156
КорпоративнаяКультураОрганизации............................................................................................157
Основные Оценочные Параметры:.................................................................................157
Краткое Содержание Тренинга.......................................................................................157
Полученные результаты..................................................................................................157
Детали Тренинга...............................................................................................................158
ChangeManagementforEmployees...................................................................................................159
CourseOutline....................................................................................................................159
CourseDetails....................................................................................................................160
RecruitingtheWorkforceoftheFuture...............................................................................................161
CourseOutline....................................................................................................................161
CourseDetails....................................................................................................................162
SpecializedBusinessFunctions...........................................................................................163
LogisticsandMaterialsManagementTraining....................................................................................164
CourseOutline....................................................................................................................164
CourseDetails....................................................................................................................165
Strategic IT Planning Skills.................................................................................................................166
CourseOutline....................................................................................................................166
CourseDetails....................................................................................................................167
E-Business:EnterpriseWidePlanning..................................................................................................168
CourseOutline....................................................................................................................168
CourseDetails....................................................................................................................169
E-Business:FundamentalsofE-Commerce..........................................................................................170
CourseOutline....................................................................................................................170
CourseDetails....................................................................................................................172
E-Business:FundamentalsofEnterpriseWideInfrastructure.............................................................173
CourseOutline....................................................................................................................173
CourseDetails....................................................................................................................175
E-Business:SmallBusinessSitePlanningandDevelopment................................................................176
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CACBUSINESSSEMINARSCATALOGUE 9
CourseOutline....................................................................................................................176
CourseDetails....................................................................................................................178
LogisticsandIncoterms........................................................................................................................179
CourseOutline....................................................................................................................179
CourseDetails....................................................................................................................180
GreenITFoundations...........................................................................................................................181
CourseOutline....................................................................................................................181
CourseDetails....................................................................................................................184
InformationManagementFundamentals............................................................................................185
CourseOutline....................................................................................................................185
CourseDetails....................................................................................................................187
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10 CACBUSINESSSEMINARSCATALOGUE
General Business Skills Time Management
Information Management
Problem Management
Goals Management
Consulting Skills
Presentation Skills
Facilitation Skills
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CACBUSINESSSEMINARSCATALOGUE 11
Effective Time Management Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ articulateyourgoals.+ analyzehowyouarecurrentlyallocatingyourmostpreciousresources:energyand
time.+ identifyelementsofyourpersonalworkstylethatcontributetoyoureffectiveuseof
time.+ assembleacollectionoftime-managementtoolsandstrategiesthatyoucanuseto
takecontrolofyourtime.+ createanactionplanforyourtime-managementprocessandidentifywaysto
evaluateandimproveyourefforts.
CourseOutline
Lesson1:DefiningGoalsü DefineTimeManagementü DescribeYourDreamsü IdentifyRegretsü ArticulateGoals
Lesson2:AnalyzingEnergyAllocationü IdentifyHowEnergyIsSpentü AnalyzeTasksü AnalyzeTimeUsageü AnalyzeEnergyFlow
Lesson3:IdentifyingPersonalStyleü ReviewaSuccessfulDayorProjectü AnalyzeYourPreferencesü IdentifyPersonalStrengthsü IdentifyPersonalMotivatorsü ReduceTimeWasters
Lesson4:AssemblingtheToolboxü NegotiateforSuccessü DelegateTasksü ChooseToolsthatWorkforYou
Lesson5:CreatinganActionPlanü CreatetheActionPlanü EvaluatetheTime-ManagementProcess
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12 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Timeisaformofcurrency,andthewaysthatwetalkaboutitillustrateitsvalue:wesay“Timeismoney,”and“Mytimewaswellspent,”or“It'sawasteoftime.”Likemostprofessionals,you'veprobablystruggledwithmanagingthisresourceeffectively.Inthiscourse,youwillpracticetechniquesthatwillhelpyouachievemoreeffectiveuseofyourtimesothatyoucandirectyourenergytowardstheactivitiesthatwillfurtheryourprofessionalandpersonalgoals.
Objectives-Youwillidentifyeffectivetime-managementstrategies,includingdefiningpersonalandprofessionalgoals,establishingpriorities,andidentifyingthetasksthatwillbecriticaltoachievingthosegoals.Youwillcreateapersonaltime-managementactionplan.
TargetAudience-Professionalsinavarietyoffieldswhoareseekingimprovedtime-managementskillssothattheycanperformmoreeffectively.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 13
Presentation Skills Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ listeninanactive,engagedmannerandtakegoodnotes.
+ participatein,organize,andconductameeting.
+ organize,write,anddeliveraprofessionalpresentation.
CourseOutline
Lesson1:ListeningandTakingNotes
ü ListenEffectively
ü TakeGoodNotes
Lesson2:ParticipatinginandConductingaMeeting
ü ParticipateinaMeeting
ü DecidetoMeet
ü PrepareforaMeeting
ü RunaMeeting
ü ConductanOnlineMeeting
Lesson3:DeliveringPresentations
ü OrganizeMaterial
ü WriteaPresentation
ü PrepareVisuals
ü DeliveraPresentation
ü RespondtoQuestions
AppendixA:BusinessLetterSpeech
AppendixB:TruckRolloverAgenda
AppendixC:NotesonJapaneseNegotiation
AppendixD:OutlineonJapaneseNegotiation
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14 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Withoutadynamicandcoherentpresentation,evenstellarideascanfailtoconvinceyouraudience.Inthiscourse,youwilllearnactivelisteningskillstofacilitatetheexchangeofideasinmeetingsandpresentations.Youwillalsoorganizeyourideastocreatecoherentandconvincingoralpresentations,whilealsoutilizingavailablevisualaidsandusingpublic-speakingtechniquestostrengthenyourdelivery.Youwillalsopreparestrategiesforbusinessmeetingsandlearntoconductmeetingsefficiently.
Objectives-Youwilleffectivelyparticipateinandconductmeetings,aswellasdeliverprofessionalpresentations.
TargetAudience-Thiscourseisdesignedforindividualswhoneedtopresentinformationeffectivelyinaprofessionalenvironment.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingElementKcoursesorhaveequivalentknowledge:
BusinessWriting:FromEmailtoBusinessProposals
GrammarEssentials
MicrosoftOfficeWord2003:Levels1,2,and3
MicrosoftOfficeOutlook2003:Levels1,2,and3
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 15
Managing Information Effectively Performance-BasedObjectives
+ acquireinformation.+ optimizeinformation.
CourseOutline
Lesson1:AcquiringInformation
ü DesignYourInformationSystemü CaptureInformationü CatalogInformation
Lesson2:OptimizingInformation
ü MaintainInformationü RetireInformationü ImproveYourInformationSystem
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16 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Asabusinessprofessional,youaresurroundedbyinformationandrelyonittodoyourjob.Someinformationcomestoyoubecauseyouaskforit;othertimesitliterallyseemstocome“at”you.Otherpeoplemayrelyonandaskyouforinformation,andtherearetimeswhenyousendittothemwithouttheirasking.Beingabletomanageinformationeffectivelyisoneofthemostbasicskillsyoumusthavetodoyourjobwell.Inthiscourse,youwillapplyimportantprinciplesandskillstomanagetheinformationyouhavetodoyourjob.
Objectives-Youwillpracticeskillsandapplyprinciplesformanaginginformationsothatyoucanquicklyfindtheinformationyouneedanduseitwithease.
TargetAudience-Businessprofessionalswhoareseekingtoimprovetheirinformationmanagementskills.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 17
Internal Customer Service and Definition Performance-BasedObjectives
+ Identifyinternalcustomersinone’sownwork+ DescribetheinterrelatedorganizationalrelationshipsintheLibraries+ Analyzethecomponentsofthehelpingrelationshipmodelanditsconnectionto
customerservice+ Applythehelpingrelationshipmodeltotheirworkwithinternalcustomers+ Describethecomponentsthatcontributetoeffectiveinterpersonaldynamics+ Reviewtheprinciplesofactivelistening+ Practiceusingactivelisteningskills
CourseOutline
Lesson1:DefiningtheInternalCustomer
ü UnderstandingOrganizationalStructure
ü Manager/Employee/Colleague/Customer
Lesson2:TheHelpingRelationship
ü BenefitsofCollaboration
ü CorporateRelationshipsDiagram
ü HealthyBusinessEnvironment
Lesson3:EffectiveInterpersonalDynamics
ü LeadershipSkillsOverview
ü BasicsofConflictResolution
ü GroupProblemSolvingTechniques
Lesson4:ActiveListening
ü TransferringPositiveStatement
ü BodyLanguage
ü QuestioningTechniques
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18 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Aninternalcustomeris“anyoneyoucountonorrelyupontocompleteataskorafunctionortoprovideyouwithinformationsothatyoucangetyourjobdone…andanyonewhocountsonyoutocompleteataskorfunctionortoprovidethemwithinformationsothattheycangettheirjobdone”.ThisTrainingCourseshallhelpyoutoidentifytheinternalcustomerhisneedsandconcernstoimproveteamperformancethroughinternalcommunicationsandcollaboration.
TargetAudience–Delegatesarerepresentativesoforganizationwithextended/complexorganizationalchart,staffmemberswhosedutiesistocontinuouslyworkwithinternalcustomers(HR,Accounting,QHSE,etc),individualswithloweredmotivationcausedbycommunicationproblemswithinorganizationframes.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 19
Problem-Solving Skills Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ describestrategiesforsolvingproblemslogically.
+ examinestrategiesfordefiningthetrueissueofaproblem.
+ identifystrategiesforsolvingproblemsmethodically.
+ examinebusinessstrategiesforacquiringdecisionacceptancewhenproblemsolving.
CourseOutline
Lesson1:StartingtoSolveProblems
ü TheProblem-SolvingProcess
ü TheNatureofGroups
ü ToolsforProblemSolving
ü Problem-SolvingApproaches
Lesson2:IdentifyingtheProblem
ü DeterminetheProblem
ü InvestigatetheProblem
Lesson3:DeterminingtheSolution
ü AnalyzeProblemsCreatively
ü ConsiderAlternateSolutions
ü ChoosetheBestSolution
ü SolutionstoGroupProblems
Lesson4:AcceptingaDecision
ü SellYourSolution
ü ImplementDecisions
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20 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Regardlessofthespecificorganizationorposition,yourskillsandprevioustraininghaveallowedyoutogainemploymentinthecorporateworld.Onethingthatyoumaynotbeadequatelypreparedfor,however,isdealingwithproblems.Inacorporateenvironment,usingspecializedgroupstosolveproblemsisbecomingmoreandmorecommon.Beingabletoworkingroupstosolveproblemswillenhanceyourbusinessknowledgeandvaluetotheorganization.Thiscoursewillshowyouthefundamentalsofproblem-solvingskills—fromdefiningyourproblem,topresentingittothekeydecisionmakersinyourorganization.
Objectives-Youwillinvestigatestrategiestohelpyouclearlydefineyourproblem,determineandpresentyoursolution,andmonitortheresults.
TargetAudience-Businessprofessionalswhowouldliketolearneffectivegroupproblem-solvingtechniques.
Prerequisites-Therearenoprerequisiteskillsforthiscourse.However,youmightbeinterestedinthefollowingrelatedcourses:AdvancedCommunicationSkills,NegotiatingSkills,BusinessPresentations,andBusinessWriting:FromE-mailtoProposals.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 21
Effective Facilitation Skills Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ identifymethodsofplanningafacilitatedmeeting.
+ facilitatedifferentkindsofmeetings.
+ facilitateremotesessions.
CourseOutline
Lesson1:PlanningtheMeeting
ü ClarifythePurposeoftheMeeting
ü FamiliarizeYourselfwiththeMeetingSubjectMatter
ü CreatetheAgenda
Lesson2:FacilitatingtheMeeting
ü LeadaSessionEffectively
ü ManageaBrainstormingSession
ü FacilitateDifficultSessions
Lesson3:FacilitatingRemoteSessions
ü ManageRemoteSessions
ü FacilitateInternationalSessions
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22 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Effectivefacilitatorsknowhowtotakechargeofworksessionsandleadgroupstowardsuccessfullycompletingtheirworkobjectives.Inthiscourse,youwillstrategicallyplanworksessionsandcreateformalagendas,leadgroupstogeneratenewideasthroughbrainstormingevents,andhelppeopleworkthroughfacilitateddifficultsessions.Youwillalsofurtherdevelopyourfacilitationskillsbyleadingremoteworkgroupsandevenmoderatinginternationalsessions.
Objectives-Youwillidentifymethodsofeffectivelyfacilitatingmeetingsandgroupworksessions.
TargetAudience-Businessprofessionals.
Prerequisites-Comfortspeakinginfrontofagroup,leadingothers,andworkingwithinateam.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 23
Managing Organizational Goals Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ refinegoalsforyourteam.
+ developactionplansandcontingencyplansforachievingyourteamgoals.
+ manageyourteamandworkwithstakeholdersinyourorganizationtoachievetheactionplan.
CourseOutline
Lesson1:EstablishingTeamGoals
ü ClarifyGeneralTeamGoals
ü CreateaGoalMap
ü TranslateGeneralGoalsintoTacticalGoals
Lesson2:DevelopingaTeamPlan
ü CreateActionPlansforAchievingGoals
ü DevelopaContingencyPlan
Lesson3:AchievingtheTeamPlan
ü ImplementtheActionPlan
ü EvaluateSuccess
AppendixA:CreatingtheActionPlan:Notes
AppendixB:EvaluatingSuccess:Notes
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24 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Asamanager,youareresponsibleforsettingthegoalsforyourteamandformanagingtheirwork.Organizationalgoalscanoftengetlostinlayersofmanagementandnotgetcommunicatedtotheindividualcontributors.Intheabsenceofgoals,employeescanfeelunmotivatedorcanevensettheirowngoalsforachievement,whichwillresultinpoorandconflictingteamperformance.Inthiscourse,youwilldevelopskillsneededtoestablishtacticalgoalsforyourteambasedonorganizationaldirectivesandgeneralgoalsfromyourmanagerandcreateandmanageactionplanstoachievethesegoals.
Objectives-Youwilldevelopskillsneededtoestablishtacticalgoalsforyourteambasedonorganizationaldirectivesandgeneralgoalsfromyourmanager,andcreateandmanageanactionplantoachievethesegoals.
TargetAudience-Thiscourseisintendedfortheprofessionalemployeewhoisateamleader.
Prerequisites-Priortotakingthiscourse,thestudentshouldhaveknowledgeofcorporategoals.OthercoursesthatmaybehelpfulareWhatGoodManagersDo:TheFirst100Days,NegotiatingSkills,andDelegating.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 25
Consulting Skills Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Identifywhatconsultingisandrecentindustrytrendsthatyoucanusetoyouradvantageasyouworkintheconsultingfield.
+ Examinetheimportanceofestablishingandmaintaininghealthyclientrelationships,includinghowtoconductasuccessfulfirstmeetingwithaclient,andthenhowtocontinuetobuildthatrelationshipintoapartnership.Youwilldelveevenfurtherintothetopicofclientrelationshipsbyidentifyinghowtocontinuouslyimproveyourclientrelationshipsandhowtomanagethoserelationshipsaftercontractsend.Knowinghowtoexpandyourmarketwillhelpyouacquirenewclientsandbuildyourcustomerbase.
CourseOutline
Lesson1:TheBasics
ü ConsultingBasicsü DevelopSkillsforSuccessü BeAwareofBusinessTrends
Lesson2:Marketing,Building,andExpanding
ü MarketYourselfü FosterHealthyClientRelationshipsü ExpandYourMarketü TheEthicsofConsultingü ExudeProfessionalism
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26 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5Days
Objectives-Youwilldevelopthenecessaryskillstobeasuccessfulconsultant,bylearningfromthebest:industryexpertElaineBeich.Youwillexplorethebasicsofconsultingandhowitmayaffectyourworkandyourorganization.Inaddition,youwillexaminetheethicsofconsulting,marketingyourconsultingbusiness,andhowtointeractwithclientsandotherconsultants.
TargetAudience-Thiscourseisintendedforbusinessprofessionalsstartingoutinanybranchoftheconsultingfield.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 27
Creating and Maintaining Life Balance Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ investigatethedifferentcostsofstress,assessyourownlevelofstress,andexplorethevariouswarningsignsofstressthatyouneedtobeawareof.
+ discoverhowtofightstressbytakingbettercareofyourbodyandusingsimplerelaxationtechniquesthatcanbeusedpracticallyanywhere.
+ discoverthebenefitsofapositiveattitudeandstayingorganizedatwork.
+ explorethedifferenceinpersonalitytypes,andwaystoadjusteachtypetoreducestress.
CourseOutline
Lesson1:MeasuringStress
ü TheCostofStress
ü AssessYourLevelofStress
Lesson2:SimpleSolutionsforStress
ü TakeCareofYourBody
ü NaturalWaystoCombatStress
Lesson3:Stress-RelievingHabits
ü GetPositiveAboutLife
ü DevelopGoodWorkingHabits
ü PlanYourLife
Lesson4:DevisingaStressControlPlan
ü BeAssertive
ü ImproveYourBehavior
ü DevelopaStress-BustingPlan
AppendixA:TheLifeChangeIndex
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28 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Howhasstressaffectedyouinthepast?Haveyouhadtotaketimeawayfromworkoryourfamilybecauseyouhavefeltstressedout?You,likemillionsofothers,mayhavedifficultymanagingstressinyourlife.Fortunately,therearetechniquesyoucanusetobettermanagestress,andpossiblyevenlessentheamountofstressyouencounteronadailybasis.Inthiscourse,youwilllearnwaysofimprovingyourphysicalandmentalwell-being,andmethodsofhandlingstressinaneffectiveandproductivemanner.
Objectives-Youwilldiscovermethodsofpreventinganddealingwithstressatworkandathome.
TargetAudience-Thiscourseisintendedtohelpthosewhoarelookingforwaystobettermanagestressintheirlives.However,youdonotalreadyneedtobesufferingfromstresstobenefitfromtakingthiscourse.
Prerequisites-Therearenoprerequisiteskillsforthiscourse,however,youmightbeinterestedinthefollowingrelatedcourses:AdvancedCommunicationSkills,NegotiatingSkills,BusinessPresentations,andBusinessWriting:FromEmailtoProposals.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 29
Personal Effectiveness Boost Performancebasedobjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Clearlyandaccuratelycommunicateyourmessage
+ Listen,questionandunderstand
+ Setrealisticgoals
+ Writegoodreportsandplans
+ Valueassertivebehavior
+ Managetimewisely
+ Riseself-confidenceandmotivationlevel
CourseOutline
Day1
Lesson1:Self-Awareness
ü PersonalityandCharacterü EmotionalIntelligenceü LifeOrientationü AttitudeManagement
Lesson2:Consciousness
ü CriticalThinkingü MustQuestionsofTimesü Importanceevaluationü Prioritiesü ConsciousnessSources
Lesson3:Strategy
ü ActionListü Fundamentalsü SettingupStrategyü StrategyVisualization
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30 CACBUSINESSSEMINARSCATALOGUE
Day2
Lesson1:TimeTheory
ü TimeVsActionü TimeValueü ConsciousTimeConsumeü YourOptimalLifeScheduleü TimeTools
Lesson2:GoalSetting
ü Planningü Motivationü ResourceManagement
Lesson3:Communication
ü WhyWeCommunicate?ü ChoosingCommunicationProfileü ListeningSkillsü BusinessCommunicationü AssertiveBehavior
Lesson4:BusinessWritingSkills
ü EmailEtiquetteü ReportGeneration
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CACBUSINESSSEMINARSCATALOGUE 31
CourseDetails
Duration-2days
Description–Tobepersonallyeffectiveweneedtolearnhowtomeasureeffectiveness.Tomeasureoureffectivenessweneedtobeconscious.Tobeconsciousweneedunderstandhowourdecisionsaffectourtime.Thiscourseprovidesorientationandworkflowontheseeffectivenessmattertopics.
Objectives-Youwilllearntomeasureyourpersonaleffectiveness.
TargetAudience–Anyonetomotivational,behavioral,orgoaldisorientation.
Prerequisites-N/A.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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32 CACBUSINESSSEMINARSCATALOGUE
Getting the Results Without the Authority (Includes Business Simulation) Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ buildrelationshipswithassociates.
+ justifythebusinessneed,navigateyourcompany'sculture,anddeveloparesolutionstrategy.
+ getwhatyouneedfrombusinessassociatestocompleteyourtask.
+ completeataskorprojectwithoutassistance.
CourseOutline
Lesson1:BuildingRelationships
ü LayGroundwork
ü EstablishRapportWithAssociatesbyHelpingThem
ü EstablishYourCredibility
Lesson2:CreatingaStrategytoGetResults
ü JustifyaBusinessNeed
ü BuildaPlanAroundYourCompany'sCulture
Lesson3:GettingWhatYouNeedfromOthers
ü PreparetoApproachOthersforHelp
ü AskforWhatYouNeed
ü OrchestrateYourPlan
ü RewardContributors
Lesson4:CompletingtheProjectbyYourself
ü JustifyCompletingtheProjectbyYourself
ü ManagetheConsequencesofCompletingtheProjectbyYourself
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CACBUSINESSSEMINARSCATALOGUE 33
CourseDetails
Duration-1day
Description-Intoday'sbusinessculture,therearecircumstancesinwhichapersonwhopossessesnoformalauthorityisrequiredtoaccomplishataskorcompleteaproject.Perhapsyouwillrecognizeaproblemorabusinessneed,andyouwillassumeresponsibilitytoresolvetheissue.Oryourmanagermaydirectyoutocompleteataskinwhichyouwillneedtosolicitthehelpofothersinordertocompletethetask.Thiscourseoffersstrategiestobuildrelationships,identifythekeypeopleyouwillneedtohelpcompleteyourproject,askthemfortheassistancethatyouneed,andorchestratetheprocessofmovingyourprojectforwardtocompletion.
Objectives-Youwillgetresultswithouttheauthority.
TargetAudience-TeamLeaders,ProjectManagers,ProjectLeads,andanyoneelsewhoneedstoaccomplishresultswithouthavingformalchain-of-commandauthority.
Prerequisites-N/A.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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34 CACBUSINESSSEMINARSCATALOGUE
Leading From the Front: Being a Leader in All You Do Performance-BasedObjectives
+ applysevenleadershipfundamentals.
CourseOutline
Lesson1:ApplyingSevenLeadershipFundamentals
ü MeetandExceedPerformanceStandardsforGreatSuccessü ProjectConfidencebyRealizingYourCapabilitiesü MakeDecisionstoMakeProgressü MeettheNeedsofThoseAroundYouü InspireOthersbyBecomingAccountableü HarnessYourEmotionsforSuccessü RevealYourBest,AuthenticSelf
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CACBUSINESSSEMINARSCATALOGUE 35
CourseDetails
Duration–1day
Objectives-YouwillapplythesevenfundamentalleadershippracticesofLeadStar.
TargetAudience-Thetargetaudienceforthiscourseisanyonewhowantstodeveloporimprovetheirleadershipskillsandinfluenceoutcomesmoreeffectivelyintheirorganization,home,orcommunity.
Prerequisites-Therearenoprerequisiteskillsneededforthiscourse.Studentsonlyneedthedesiretobecomemoreeffectiveatinfluencingoutcomesandinspiringothers.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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36 CACBUSINESSSEMINARSCATALOGUE
Management Skills People Management
Performance Management
Problem Management
Leadership Skills
Business Planning Skills
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CACBUSINESSSEMINARSCATALOGUE 37
Effective Management Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ determinetherolesthatamanagermustfillonateam,andexplorethekeyareasof
personaldevelopment.+ discoverhowtodetectsilentmessagesthroughbodylanguageandothermeansof
nonverbalcommunication.Youwillalsobolsteryourlisteningskillsthroughactivelistening.
+ discoverwaysofidentifyingproblems,prioritizingproblems,andimplementingsolutionseffectively.
+ empoweryourworkgroupthroughdelegationandcoaching.+ discoverthestagesofteamdevelopmentandexaminetheneedforregularteam
meetings.
CourseOutline
Lesson1:DevelopingasaManager
ü TheRoleofanEffectiveManagerü PersonalSkillsDevelopment
Lesson2:CommunicatingSuccessfully
ü SpeakWithoutTalkingü ManageBetterByListeningü AsserttoAchieve
Lesson3:CreatingSuccessfulSolutions
ü IdentifytheCoreProblemü SolveProblemsCreativelyü ImplementSolutionsDecisively
Lesson4:EmpoweringYourWorkgroupü DelegateForResultsü CoachforAchievementü EvaluateStaffPerformance
Lesson5:CultivatingGreatTeamsü CreateanInvincibleTeamü InspireTeamSuccessü TeamBriefingsforSuccessü ResolveConflictsPositively
AppendixA:ProjectRoles
AppendixB:UpdatedTeam
AppendixC:DelegatingforResults—TaskList
AppendixD:EmailConflict
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38 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Theworldofbusinessisincreasinglybecomingcenteredabouttheinteractionofdifferentteams,bothwithinandoutsidetheorganization.Thesuccessofateamwithinacompanyisoftendirectlylinkedtotheabilityofamanagertoleadandmanagetheteameffectively.Inordertoperformthejobwell,themanagermustunderstandthedifferentrolesofeveryoneinvolvedintheteam,andbetrainedindevelopingthecapabilitiesofallteammembersandaddressingissuesassoonastheysurface.Thiscoursewillhelpyougainanunderstandingofthebasicfundamentalsofbecominganeffectivemanagerforyourteam.
Objectives-Youwillexplorethefundamentalconceptsofeffectivemanagement.
TargetAudience-Businessprofessionalswhoareeitheratthemanageriallevel,orareinterestedinbecomingteamleaders.
Prerequisites-Therearenoprerequisiteskillsforthiscourse;however,youmightbeinterestedinthefollowingrelatedcourses:Problem-SolvingSkills,NegotiatingSkills,BusinessPresentations,AdvancedCommunicationSkills,andCreatingandMaintainingaLifeBalance.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 39
Applying Leadership Principles Performance-BasedObjectives
+ developcriticalleadershipskills.+ buildgreatbusinessrelationships.
CourseOutline
Lesson1:DevelopingCriticalLeadershipSkills
ü IdentifyCharacteristicsofGreatLeadersü DevelopEffectiveCommunicationSkillsü BecomeaProblemSolver
Lesson2:BuildingGreatBusinessRelationships
ü BuildYourReputationü BuildaStorehouseofGoodWill
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40 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objectives-Youwillidentifytheprinciplesofeffectiveleadershipandpracticalstrategiestoapplyonthejobtoimproveyourperformanceasaleaderwithinyourworkgroupororganization.
TargetAudience-Thiscourseisintendedforawiderangeofmanagers,teamleaders,andindividualcontributorswhoseekpracticalguidanceregardingleadershipstrategies.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 41
Practical Leadership Performance-BasedObjectives
+ describe the transition from your role of individual contributor to that of a leader. + develop an effective team. + identify techniques for leading diverse groups to achieve business results. + identify skills required to focus and lead your team to achieve business results.
CourseOutline
Lesson1:TransitioningfromIndividualContributortoLeader
ü DefineLeadershipü IdentifyYourLeadershipStyleü RedefineYourRole
Lesson2:DevelopinganEffectiveTeam
ü DevelopanEffectiveTeamü CoachforPerformanceü InfluenceforResultsü EmpowerYourTeamMembersü LeadYourTeamThroughOrganizationalChange
Lesson3:LeadingDifferentTypesofTeams
ü WorkwithDifferentTypesofTeamsü OvercomeCommunicationBarriersü OvercomeIssuesAmongTeamMembers
Lesson4:AligningYourStrategyforBusinessResults
ü IdentifyCoreValuesü WriteaVisionStatementü EstablishaMissionü DevelopGoals
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42 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–Uptothispointinyourcareer,youhavebeenasuccessfulemployeeorindividualcontributor,orhaverecentlybeenpromotedtomanager.Youhavedevelopedskillstobesuccessfulinyourfield.Inthiscourse,youwilllearnthepracticalskillsyouneedtobeaneffectiveleaderinyourorganization.
Objectives-Youwilllearnpracticalleadershipskills.
TargetAudience–Newmanagersandindividualcontributorsseekingtodeveloporenhanceleadershipabilitieswithpracticalskills.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 43
Managing Multigenerational Teams Performance-BasedObjectives
+ Conduct behavioral interviews to identify ideal candidates. + Conduct situational interviews and use other employee selection techniques to identify
ideal candidates. You will also evaluate candidates and hire your preferred candidate. + Integrate new team members onto your team.
CourseOutline
Lesson1:HandlingIntergenerationalWorkplaceIssues
ü MapYourOwnGenerationalAttitudesü ReinforcePerformanceExpectationsü CommunicateEffectivelywithYourTeamü MotivateYourTeam
Lesson2:PromotingtheSkillsofMultigenerationalTeams
ü AdapttoMultigenerationalTeamsü MaximizethePotentialofGenerationsü CollaboratewithGenerationsü CoachGenerationsonYourTeamü InterviewMultigenerationalJobCandidatesü RetainIntergenerationalEmployees
Lesson3:NegotiationMatrix
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44 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–You'rethemanagerofateamofpeoplefromdifferentgenerationsandyouneedthemtocooperate,collaborate,anddelivermaximumperformance.
Objectives-Youwillrecognizehowgenerationaldifferencesaffectyourteam'sperformanceandconduct,andyouwillchangeproblematicbehavior,leveragegenerationalassets,andhireandretainmembersofaspecificgenerationtocomplementyourteam.
TargetAudience–Managersofmultigenerationalteamswhoneedtoresolveproblemsandleadtheirmemberstodeliverpeakperformance.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 45
Effectively Managing Technical Teams Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ establishatechnicalteam.+ developtechnicalteams.+ solveproblemswithintechnicalteams.
CourseOutline
Lesson1:EstablishingaTechnicalTeam
ü TransitiontoaTechnicalManagerRoleü ManageYourTeam'sWorkStylesü CommunicateWithYourTeam
Lesson2:DevelopingTechnicalTeams
ü SelectTechnicalTeamMembersü DevelopCareerPaths
Lesson3:SolvingProblemsWithinTechnicalTeams
ü PromoteSoundDecisionMakingü EncourageCreativityü HandleInterpersonalConflict
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46 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–N/A
Objectives-Youwillacquiretheskillsandknowledgenecessarytoeffectivelymanagetechnicalteams.
TargetAudience–Thiscourseisdesignedforteamleads,middlemanagers,andfirsttimemanagersoftechnicalteamswhohavebasicteamleadershipskillsandknowledge.
Prerequisites-Itisrecommendedthatyouhavebasicteamleadershipskillsandknowledgepriortotakingthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 47
Leading Virtual Teams Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ puttogetheravirtualteampoisedforsuccess.+ createavirtualworkenvironmentthatsupportsvteamculture.+ respondtoexternalinfluencessovteamcontributionsarerelevantandunderstood.+ ensurevteamsuccesssotheteamcanachieveitspotentialforhighperformance.
CourseOutline
Lesson1:PuttingTogetheraVTeam
ü EstablishVTeamPrioritiesü ObtainVTeamResourcesü IdentifyCulturalDifferencesü EstablishVTeamCulture
Lesson2:CreatingaVTeamWorkEnvironment
ü ChooseTechnologyü TrainaVTeam
Lesson3:RespondingtoExternalInfluences
ü BeaVTeamAmbassadorü ManageReactionstoExternalSourcesofChange
Lesson4:EnsuringVTeamSuccess
ü ManageVTeamPerformanceü CelebrateVTeamSuccess
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48 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–Youhavethegeneralleadershipskillsyouneedtoleadateam.Youmayevenhavesuccessfullyledateam.Now,though,you’vebeenaskedtoleadavirtualteam.Inthiscourse,youwilldeveloptheknowledgeandskillsyouneedtoleadahigh-performancevirtualteam.
Objectives-Youwillpracticeskillsandapplyprinciplesforleadingvirtualteamssoyourteamcanachievehigh-performancestatus.
TargetAudience–Thiscourseisintendedforteamleads,managers,andfirst-timemanagerswithnovirtualteamexperience.
Prerequisites-Theprerequisitesforthiscoursearegeneralteamleadershipskills.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 49
Strategic Planning Skills Performance-BasedObjectives
+ prepare for the strategic planning process. + develop a mission statement, define a vision for your organization, and conduct an
assessment of internal and external factors that influence your business. + apply the information you have gathered and work to apply the values of your company's
mission with its vision to create a successful strategy for your business operations. + put the plan into action and work toward the vision. You will implement and monitor the
plan to gauge its effectiveness.
CourseOutline
Lesson1:PreparingfortheStrategicPlanningProcess
ü SettheParametersfortheStrategicPlanningProcessü EstablishaCommitteeü GatherOperationalData
Lesson2:InitiatingtheStrategicPlanningProcess
ü DevelopaMissionStatementü DevelopaVisionStatementü AssessInternal/ExternalEnvironmentsü PerformSWOTAnalysis
Lesson3:DevelopingtheStrategicPlan
ü PrioritizeWhattheStrategicPlanWillAddressü SetGoalsandObjectivesü DevelopStrategyforAchievingGoalsü DrafttheStrategicPlan
Lesson3:ExecutingthePlan
ü AssignResponsibilityandAuthorityü EstablishaMonitoringSystem
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50 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–Uptothispointinyourcareer,youhavebeenasuccessfulemployeeorindividualcontributor,orhaverecentlybeenpromotedtomanager.Youhavedevelopedskillstobesuccessfulinyourfield.Inthiscourse,youwilllearnthepracticalskillsyouneedtobeaneffectiveleaderinyourorganization.
Objectives-Youwilldevelopanapproachtotheformulationofstrategicprogramsandinitiativescriticalforeffectivelyleadingandmanaginganorganization.
TargetAudience–Executives,managers,consultants,andotherbusinessprofessionalswhoareresponsibleforstrategicplanninginanorganization.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 51
Performance Management Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Planwaysofeffectivelyharnessingengagementwiththeindividualsonyourteam.Youwillidentifymethodsofbecomingamanagerofchoicewithinyourworkplacebyestablishingyourreputationasamanagerwhoinveststime,energy,andeffortintheteammembersandincommittingtoperformance-managementstrategiesonthejob.
+ Planstrategiesforaligningtheperformancemanagementgoalsfortheindividualsonyourteamwiththeestablishedneedsofyourbusiness.Youwillworkwithyourteammemberstooptimizetheirbehaviorinordertoyieldbetterresultsforthecompany,collaboratewithteammemberstoestablishperformancegoals,ensurethosegoalsareinalignmentwithbusinessneeds,discussperformanceappraisalswithyourteammembers,anddelivercoachingandfeedbackasnecessary.
+ Learnstrategiesforcreatingperformanceanddevelopmentplansforindividuals.Youwillcreatecreative,instructivedevelopmentplansforteammembersseekingcareergrowthandstrategicdevelopmentplanstohelpteammemberswhoareseriouslystrugglingtomeettheirjobrequirements.
CourseOutline
Lesson1:BecomingtheManagerofChoice
ü DevelopTalent
ü HarnessEngagement
ü OnboardNewTeamMembers
Lesson2:UsingPerformanceManagementSkillstoImprovePerformance
ü IdentifyIndividualPerformanceGoals
ü DiscussaPerformanceAppraisal
ü UseEffectiveInterviewingSkills
ü ProvideAppropriateFeedbackandCoaching
Lesson3:CreatingPerformanceandDevelopmentPlans
ü InitiatethePerformancePlan
ü CreateanImprovementPlanforPerformanceProblems
ü CreateaDevelopmentPlanforCareerGrowth
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52 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Newmanagerswanttobeabletostepforwardandassumetheirnewresponsibilitieswithconfidence.Youwanttobeabletoleadtheindividualsonyourteameffectivelybyconductingongoingperformanceappraisals;deliveringhelpfulandinstructivefeedback,training,andcoaching;anddesigningandimplementingperformancestandards.Youalsowanttodeveloptalentwithinyourteambyemployingeffectiveperformance-managementstrategiesonthejob.Thiscoursewillgivenewmanagersessentialperformance-managementskills.
Objectives-Youwillexplorebasicperformance-managementtechniques.Youwillidentifymethodsofdevelopingtalent,harnessingtheengagementofteammembers,andofferingtrainingandcoachingtoindividualteammembersthroughperformance-managementstrategies.Youwilldevelopandimplementperformancestandards,conductperformanceappraisalconversations,andgiveappropriatefeedbackandcoachingtoindividualsfortheiredificationandthebenefitoftheteam,department,andcompany.
TargetAudience-Thiscourseisintendedforawiderangeoffirst-timemanagers.
Prerequisites-Therearenoprerequisitesforthiscourse.TakingtheCoachingEssentialscourseisrecommended.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 53
Performance Under Pressure Performance-BasedObjectives
+ managestressintheworkplace.+ learnhowtoworkwellunderpressure.+ learnhowtodealwithvarioustypesofstressors.
CourseOutline
Lesson1:ManagingStressintheWorkplaceü UnderstandtheRoleofStressorsü ManageaStressfulWorkplaceü ManagetheStressed-OutEmployee
Lesson2:WorkingWellUnderPressure
ü PracticeOptimalEnergyManagementü PracticeOptimalPerceptionü AchieveOptimalPerformanceü MakeSBRTaHabit
Lesson3:DealingwithStressors
ü DealwithStressorsü DealwithAngerPressureü DealwithPeoplePressureü DealwithFatiguePressureü DealwithEvaluationPressure
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54 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objectives-Youwillidentifywaystoleadyourteamtoperformwellunderpressure.
TargetAudience-Managers,supervisors,andteamleaderswhoseekadvancedskillsinleadingateamtoperformwellunderpressure.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 55
Appraising Performance Performance-BasedObjectives
+ Establishperformanceexpectationssothatdesiredworkresultsareachievedinaccordancewiththeorganization'svaluesandqualitystandards.
+ Writeaperformanceappraisalsothatitreflectsanobjectiveevaluationoftheindividual'sworkperformance.
+ Prepareforaperformanceappraisaldiscussionsothattherearenobarriersforaneffectivediscussion.
+ Conductaperformanceappraisalsothatmutualunderstandingandcooperationisachievedandarealisticdevelopmentplantoimprovefutureperformanceisprepared.
+ Followuponaperformanceappraisalsothatfutureperformancemeetsexpectations.
CourseOutline
Lesson1:EstablishingPerformanceExpectations
ü AppraisePerformanceü ManagePerformanceü EstablishPerformanceExpectations
Lesson2:WritingaPerformanceAppraisal
ü AvoidCommonPerformanceRatingErrorsü GatherAppraisalInformationü RatePerformanceü EnsureLegalCompliance
Lesson3:PreparingfortheAppraisalDiscussion
ü PreparetheIndividualü ArrangetheLogisticsü PrepareYourself
Lesson4:ConductingthePerformanceAppraisalDiscussion
ü DiscussYourRatingsandCommentsü ResolvePerformanceProblemsü CopewithDiscussionDifficultiesü PlanfortheFuture
Lesson5:FollowingUp
ü EvaluatetheEffectivenessoftheAppraisalDiscussionü CommunicateFrequentlyü ProvideOngoingFeedbackandCoaching
AppendixA:WorksCited
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56 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-AppraisingPerformanceprovidesanoverviewofthebasicsofconductingperformanceappraisals.Itprovidesguidelinesandbestpracticesforevaluatingandimprovingtheworkperformanceofemployees,therebyincreasingqualityandproductivity.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Thiscourseisdesignedforinstructor-led,grouppacedclassroom-delivery,providingstudentswithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 57
Giving and Receiving Performance Feedback Performance-BasedObjectives
+ preparethemselvestogivefeedback.+ leverageperformancefeedbackforprofessionalgrowth.
CourseOutline
Lesson1:PreparingYourselftoGiveFeedback
ü AssessYourSkillLevelü MakePerformanceFeedbackMeaningful
Lesson2:LeveragingPerformanceFeedbackforProfessionalGrowth
ü GiveNegativeFeedbackü GettheMostOutofSelf-DirectedFeedback
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58 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day
Objectives-Youwillgiveandreceiveperformancefeedback.
TargetAudience-Thiscourseisintendedforawiderangeofmanagerswhoseekpracticalguidanceregardinggivingandreceivingperformancefeedback.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 59
Change Management for Managers Performance-BasedObjectives
+ planforchange.+ learntocommunicatechange.+ managetheimpactofchangeonyourteammembers.+ successfullyimplementchangesatwork.
CourseOutline
Lesson1:PlanningforChangeü AnalyzetheProcessofChangeü IdentifyBarrierstoChangeü DetermineAvailableSupport
Lesson2:CommunicatingChangeü UtilizeAdoptersofChangeü CommunicateChange
Lesson3:ManagingtheInitialImpactofChangeü EducateEmployeesontheChangeProcessü ImplementStrategiestoDealwithStressü CopewithFear
Lesson4:ImplementingChangeü EngageEmployeesü CapitalizeontheChangeProcessü MaximizetheBenefitsofChangeü ReframeChangeü LabelMilestonesü TroubleshootIssuesü ReportResults
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60 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day(s)
Description-Withconstantlyshiftingglobaleconomiesandtechnologicaldevelopments,businessesareconstantlychangingtoexploitopportunities.Companiesnolongerhavetheluxuryofremainingthesame.Therefore,managersmustconstantlyprepareforandimplementchange,guidingtheiremployeesthroughperiodsoftransition.
Objectives-Youwillimplementandmanagechange.
TargetAudience-Thiscourseisintendedformiddlemanagement,especiallythosewithdirectreports,whoareresponsibleformanagingorganizationalchangeandmaintainingemployeeperformance.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 61
Creating a Winning Management Style Performance-BasedObjectives
+ learntoadoptthebestmanagementstyle.+ learntobuildacompetentteam.
CourseOutline
Lesson1:AdoptingtheBestManagementStyle
ü ManagementTheoriesü RecognizetheWinningManagementStyleü AdoptanEffectiveCommunicationStyleü AdoptaPersonalStyle
Lesson2:BuildingaCompetentTeam
ü EncourageCollaborativeDecisionMakingü ImproveTeamPerformanceü RewardandPromotePeopleü BuildSelf-EsteemandTrust
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62 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objectives-Youwilllearntoadoptthebestpracticesforawinningmanagementstyleandtobuildaneffectiveteam.
TargetAudience-Thiscourseisgearedtowardnewandseasonedmanagersandteamleaderswhoseektolearnbestpracticesrelatedtogeneralmanagementduties.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 63
Managing Conflict Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ developskillstoassessaconflictsituationandmonitoryourreactiontotheconflict.
+ utilizeeffectivecommunicationtechniquestomanageconflictinaproactivemanner.
+ resolveconflictthroughidentifyingit'ssource,anddeterminingandimplementingthebestsolution.
CourseOutline
Lesson1:RecognizingConflict
ü IdentifyYourPersonalReactiontoConflict
ü DevelopaHealthyAttitudeTowardConflict
ü AssesstheSituation
ü AvoidConflictEscalation
Lesson2:RespondingtoConflict
ü ActivelyListen
ü CommunicateEffectively
ü RespondtoNegativeTactics
Lesson3:ResolvingConflict
ü IdentifytheSourceoftheConflict
ü DeterminetheBestSolution
ü ImplementtheSolution
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64 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Thiscoursewillassistyouinunderstandingandimplementingstrategiesthatwillhelptomanageconflicteffectively.
Objectives-Youwillidentifythesourcesofconflictandhowtomanageconflicteffectively.
TargetAudience-Anybusinessprofessionalwhoencountersconflictintheworkplace.
Prerequisites-Therearenoprerequisiteskillsforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 65
Emotional Intelligence for Managers Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ evaluateyouremotionalintelligence.
+ developstrategiesforeffectivelyapplyingemotionalintelligenceintheworkplace.
CourseOutline
Lesson1:EvaluatingEmotionalIntelligence
ü AssessYourSelf-Understanding
ü DetermineYourAbilitytoRegulateYourEmotions
ü EvaluateYourSocialRecognitionSkills
ü AssessYourSocialRegulationSkills
Lesson2:ApplyingEmotionalIntelligenceInABusinessEnvironment
ü ImproveYourEmotionalIntelligenceByUnderstandingYourEmotions
ü RegulateYourEmotions
ü ImproveYourSocialRecognitionandRegulationSkills
ü BuildAnEmotionallyIntelligentTeam
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66 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Inthiscourse,youwillassessyourcurrentemotionalintelligencecapabilities,determineyourstrengths,andidentifyareasforimprovement.Youwillexaminehowemotionsaffectbehaviorandhowthosebehaviorsimpactyourrelationshipswithothers.Youwillalsodevelopstrategiesformanagingtheemotionalenergyinyourselfandothers.
Objectives-Youwillevaluateyourcurrentemotionalintelligenceabilitiesandapplystrategiestoimproveyouremotionalintelligence.
TargetAudience-Thiscourseisdesignedfortheemergingmanagerormid-levelmanager.
Prerequisites-Priortobeginningthiscourse,youshouldhaveexperienceinmanagingpeople.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 67
Interviewing Skills for Management Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Preparetointerview.
+ Conductaninterviewandcompletetheinterviewprocess.
CourseOutline
Lesson1:PreparingtoInterview
ü DefinethePositionRequirements
ü SelectaStrategy
ü ChooseCandidatesforInterviews
Lesson2:InterviewingaCandidateandCompletingtheInterviewProcess
ü BegintheInterview
ü InterviewtheCandidate
ü SelecttheCandidate
ü ReconsidertheSearch
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68 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Everymanagerknowsthattobesuccessful,acompanyneedstobuildteamsofemployeeswhoarethetopintheirfield,workwelltogether,andarehappyinthecompany.However,itisoftendifficultformanagerstofindandhirethebestpeople.Inthiscourse,youwillpracticetechniquesthatwillempoweryoutodojustthat—tohirethebestcandidateeverytimethroughstrategiesthatwillimproveyoursuccessininterviewing.Thiscanreduceoreveneliminatesignificantturnoverandallowyourcompanytofocusinsteadonachievingproductiongoals.
Objectives-Youwillexamineguidelinesandstrategiesformakingeffectivehiringdecisions.
TargetAudience-Managersandsupervisorswhoneedpracticalinterviewingskills.
Prerequisites-ItisextremelyimportantthatyoucheckwithyourHumanResourcesdepartmenttobecomeawareofbothyourcompany'shiringpoliciesandproceduresaswellasthelegalitiesinvolvedintheinterviewingprocess.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 69
Mentoring Performance-BasedObjectives
+ Identify their mentoring goals. + Develop mentor relationships. + Identify methods of closing the mentor relationship.
CourseOutline
Lesson1:IdentifyingYourMentoringGoals
ü IdentifyYourGoalsforMentoringOthers
ü IdentifyYourGoalsforSeekingaMentor
Lesson2:DevelopingMentoringRelationships
ü BenefitsofCollaboration
ü CorporateRelationshipsDiagram
ü HealthyBusinessEnvironment
Lesson3:EffectiveInterpersonalDynamics
ü BegintheMentorRelationship
ü DeveloptheMentorRelationship
ü NurtureUntappedTalent
Lesson4:ClosingtheMentorRelationship
ü ShareWhatYouKnow
ü LeverageYourNetworks
ü ClosetheMentorRelationship
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70 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–Asyoucontinuetogrowanddevelopasaprofessional,youwillincreasinglybeexpectedtousementoringskillstohelpothersreachtheirfullestpotential,enhancetheircapabilities,andaccomplishmoreworkwithfewerresources.Inthiscourse,youwillidentifyyourmentoringgoalsandclarifywhatyouhopetoaccomplishthroughmentoring.Youwilldeterminethetypeofmentoringmethodthatwillbestsuityourgoals,identifymethodsofgettingstartedeitherasaprotégéormentor,andidentifywaysofnurturingothers'hiddentalents,andyouwillexploremethodsofformallyclosingamentorrelationship.
Objectives-Youwillidentifyyourmentoringgoalsandclarifywhatyouhopetoaccomplishthroughmentoring,determinethetypeofmentoringmethodthatwillbestsuityourgoals,explorewaysofnurturingothers'hiddentalents,andconsidersomeofthebestmethodsforformallyclosingamentorrelationship.
TargetAudience–Managers,supervisors,andteamleaderswhowanttousementoringskillsforenhancedprofessionalgrowth.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 71
Coaching Essentials Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ establishthecoachingrelationship.
+ identifymethodsofconductingtheinitialcoachingconversation.
+ executeanactionplan.
CourseOutline
Lesson1:EstablishingtheCoachingRelationship
ü ObservePerformanceBeforeBeginningtoCoach
ü InitiatetheCoachingRelationship
Lesson2:ConductingtheInitialCoachingConversation
ü PracticeActiveListeningSkills
ü DeterminetheCoachingApproach
ü HavetheInitialCoachingConversation
Lesson3:ExecutingtheActionPlan
ü CreatetheActionPlan
ü ModifytheActionPlan
ü RecognizeThatGoalsHaveBeenMet
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72 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Asaleaderinyourorganization,youareexpectedtohelppeoplemeetorexceedexpectationsandtohelpensureproductivityandprofitabilityfortheorganization.Coachingisaleadershiptoolthatiseffectiveinimprovingperformanceandcontributingtothegoalsoftheorganization.Inthiscourse,youwillexplorethebenefitsofcoaching,coachingapproaches,howtodevelopanactionplan,andmethodsforensuringthecoachingprocessissuccessful.
Objectives-Youwillestablishacoachingrelationshipwiththecoachee,useappropriateskillsforconductingthecoachingconversation,andbeabletocreate,monitor,andmodifythecoachingactionplan.
TargetAudience-Managers,supervisors,teammembers,teamleaders,projectmanagers,mentorsandanyonewhoneedstocoachandgivefeedbackaspartofhisorherjobandwhowantstolearnhowtoapplythecoachingprocessinordertosuccessfullyimprovetheperformanceofothers.
Prerequisites-Therearenoprerequisiteskillsforthiscourse,however,youmightbeinterestedinthefollowingrelatedcourses:MotivatingEmployees,ChangeManagementforManagers,ManagingConflict,PerformanceManagement:andCommunicationTechniques.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 73
Developing Yourself as a Leader Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ assessyourleadershipcapabilities.+ establishyourleadershipdevelopmentplan.
CourseOutline
Lesson1:AssessingYourselfasaLeader
ü AssessYourLeadershipCharacteristicsü AssessHowOthersSeeYourLeadershipü AssessYourEnvironment
Lesson2:EstablishingYourLeadershipDevelopmentPlan
ü IdentifyYourDestinationü EstablishYourRoadMapü BuildaLeadershipDevelopmentPlan
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74 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Thiscoursewillprovidethemethodstoperformapersonalassessmentsothatnewmanagerscanidentifyareasforimprovementandapplystrategiestodevelopandgrowtheirleadershipcapabilities.
Objectives-Youwillidentifystrategiesthatwillhelpyoudevelopasaneffectiveleader.
Prerequisites-Therearenoprerequisiteskillsneededforthiscourse.SuggestedcoursesincludePracticalLeadership,LeadingandManagingTeams,andEmotionalIntelligenceforManagers.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 75
Hiring Outstanding Teams Performance-BasedObjectives
+ Attract the right candidates. + Conduct behavioral interviews to identify ideal candidates. + Conduct situational interviews and use other employee selection techniques to identify
ideal candidates. You will also evaluate candidates and hire your preferred candidate. + Integrate new team members onto your team.
CourseOutline
Lesson1:AttractingtheRightCandidates
ü AssessTeamCapabilitiesandNeedsü InitiatetheHiringProcessü ScreenCandidates
Lesson2:ConductingBehavioralInterviews
ü PrepareforaBehavioralInterviewü ConducttheBehavioralInterview
Lesson3:ConductingSituationalInterviewsandOtherEmployeeSelectionTechniques
ü ConductaSituationalInterview
ü ConductBlendedInterviews
ü EvaluateCandidates
ü HiretheCandidate
Lesson4:IntegratingNewTeamMembers
ü IntegratetheNewAssociateIntoYourTeamü EvaluateYourNewEmployee
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76 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–You'reafirst-timemanagerwhohastocreateanewteamorcompleteanexistingteam.Youwanttolocateandinterviewgreatcandidates,hirethemostqualified,andsmoothlyintegratethemintotheteam.
Objectives-Youwillassessyourteamneeds,attractcandidates,interviewthem,selectandhiretheidealcandidate,andintegratetheemployeeintoyourteam.
TargetAudience–First-timemanagerswhoneedtobuildateam.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 77
Hiring Top Performers Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ Initiatethehiringprocess.+ Handleinterviews.+ Concludethehiringprocess.
CourseOutline
Lesson1:InitiatingtheHiringProcess
ü PreparetoRecruitü AttracttheRightCandidates
Lesson2:HandlingInterviews
ü PreparefortheInterviewü ConducttheInterview
Lesson3:ConcludingtheHiringProcess
ü SelecttheRightCandidateü OrientandRetaintheNewEmployee
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78 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1Day
Objectives-Youwilllearnprovenmethodsforhiringpeoplewhowillbeagreatmatchforyourteamordepartment.
TargetAudience-Thisisacourseformanagers,supervisors,andteamleaderswithrecruitmentresponsibilitieswhoneedtodevelopstrongskillsrelatedtomakinggreathiringchoices.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 79
Motivating Your Employees Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Identifyemployeemotivationlevelsandneeds.
+ Applystrategiestohelpmotivateemployees.
+ Applystrategiesthatcreateself-motivatedemployees.
CourseOutline
Lesson1:UnderstandingMotivation
ü RecognizetheImportanceofMotivation
ü AssessEmployeeMotivationLevels
ü MeetEmployeeMotivationalNeeds
Lesson2:MotivatingEmployees
ü RetainGoodEmployees
ü CommunicateEffectively
ü ClarifyExpectations
ü ProvideEffectiveFeedback
ü EstablishGoals
ü ChooseRewards
Lesson3:EncouragingSelfMotivationinEmployees
ü EncourageSelfMotivation
ü CreateaBondwiththeOrganization
ü ProvideProfessionalGrowthOpportunities
ü BuildaSenseofAccomplishment
ü EncourageEnthusiasm
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80 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Thiscoursewillassistyouinunderstandingandimplementingstrategiesthatwillhelptomotivateyourworkforce.
Objectives-Youwillidentifymotivationandthefactorsthatinfluenceit.Youwillalsoimplementmanagerialstrategiestoincreaseemployeemotivation,toimprovejobperformance,andultimatelytocreateaself-motivatedworkforce.
TargetAudience-Thiscourseisintendedfornewmanagers,especiallythosewithdirectreports,whoareresponsibleforincreasingemployeemotivationandjobperformance.
Prerequisites–N/A.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 81
Harnessing Innovation Within Teams Performance-BasedObjectives
+ beaninnovatorwithinyourteamandworkplace.+ generateideasusinginnovativepractices.+ putinnovativeideasintopractice.+ manageinnovationandinnovatorswithinyourworkplace.
CourseOutline
Lesson1:BeinganInnovator
ü IdentifyCreativityü AttainanInnovativeMindsetü EvaluatetheIssuefromMultiplePerspectives
Lesson2:GeneratingIdeas
ü BrainstormIdeasü CollaborateCreatively
Lesson3:PuttingIdeasIntoPractice
ü ExperimentwithNewIdeasü ImplementaProvenIdea
Lesson4:ManagingInnovation
ü EstablishanInnovativeEnvironmentü HireInnovatorsü SustainaLearningOrganization
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82 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objectives-Youwillcreateandmaintainabusinessenvironmentthatcapitalizesontheinnovationandcreativityofyourteammembers.
TargetAudience-Managersnewtotheirrolewhowanttoinspireandcapitalizeoninnovationswithintheirteamandworkplace.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 83
Positive Work Environment Performance-BasedObjectives
+ overcomeanegativeworkenvironment.+ createapositiveworkenvironment.
CourseOutline
Lesson1:OvercomingaNegativeWorkEnvironment
ü IdentifyaNegativeWorkEnvironmentü TroubleshootSpecificProblemsü OvercomeNegativity
Lesson2:CreatingaPositiveWorkEnvironment
ü ImplementPositiveStrategiesü BuildaPositiveTeamü PlaytoPeople'sStrengths
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84 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day
Description-Anegativeworkenvironmentinterfereswiththeproductivityofstaff,whileapositiveworkenvironmentpositionseveryonetoachievetheirhighestpotential.Inthiscourse,youwillapplymethodsofovercominganegativeworkenvironmentandcreatingapositiveworkenvironment.
Objectives-Youwillapplymethodsofovercominganegativeworkenvironmentandcreatingapositiveworkenvironment.
TargetAudience-Managers,supervisors,andteamleaderswhowanttoincreaseproductivityandemployeesatisfactionbypromotingapositiveworkenvironment.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 85
Employee Relations Performance-BasedObjectives
+ identifyhowtocommunicatetoenhanceemployeerelations.+ identifydifferentwaystosatisfyemployees.+ learnaboutvariousemploymentlawsandhowtocomplywiththem.
CourseOutline
Lesson1:CommunicatingforEffectiveEmployeeRelations
ü PoliciesandProceduresü CommunicateEffectivelyü ConductSatisfactionSurveys
Lesson2:SatisfyingEmployees
ü ResolveDisputesü RetainEmployeesThroughSatisfaction
Lesson3:UnderstandingEmploymentLaws
ü ExamineEmploymentLawsü ComplywithEmploymentLaws
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86 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day
Objectives-Youwillidentifystrategiesformaintainingeffectiveemployeerelations.
TargetAudience-Managersandleadersateverylevelwithintheorganization.
Prerequisites–N/A
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 87
Managing Innovation and Creativity Performance-BasedObjectives
ü managethecreativeenvironment.ü examinetheprocessofmovingfromideatoimplementation.
CourseOutline
Lesson1:ManagingtheCreativeEnvironment
ü SupportCreativityü ManageaCreativeTeamü TroubleshoottheCreativeEnvironment
Lesson2:MovingfromIdeatoImplementation
ü ChoosetheBestProjectforImplementationü RefineIdeasü DecidetoImplementorAbandonanIdeaü TroubleshootDuringtheImplementationPhase
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88 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day
Description-Businessesareconstantlylookingforinnovativeideasthatwillputthemonestepaheadoftheircompetitors.Inordertoarriveatatrulynewidea,ateamleaderormanagermustunderstandhowtomanagetheinnovationprocess.Thiscourseofferseffectivemanagerialstrategiesthataddresstheorganizationalaspectsofmanagingacreativeteam,supportingthatcreativity,movinganideatoimplementation,andtroubleshootingideastohelpguideateamthroughtheinnovationprocess.
Objectives-Youwillidentifyhowacreativeteamworksandwhatyourroleisasteamleader.Youwillexplorehowtoleadacreativeteamfromideatoimplementationandhowtotroubleshootproblemsintheinnovativeprocess.
TargetAudience-Anymanagerorteamleaderwhowantstoguideateamofcreativeindividualstomaximumproductiveinnovation.
Prerequisites-Recommendedcourses:BusinessWriting,PresentationsandPracticalLeadership.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 89
Knowledge Management Performance-BasedObjectives
+ examinethebasicsofknowledgemanagement.+ examinehowknowledgemanagementaidsorganizationallearning.+ identifyhowtoimplementknowledgemanagement.
CourseOutline
Lesson1:BasicsofKnowledgeManagement
ü KnowledgeManagement:WhyNow?ü ExaminetheKnowledgePyramidü IdentifytheClassesofKnowledge
Lesson2:KnowledgeManagementandOrganizationalLearning
ü ExaminetheKnowledgeManagementProcessü ExaminetheRICEModelü BuildaKnowledgeCulture
Lesson3:ImplementingKnowledgeManagement
ü ImplementKnowledgeManagementInitiativesü InstituteBestPractices
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90 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objective-Youwillunderstandtheimportanceofthegreatestbusinessasset—knowledge—andtheaspectsofhowtomanageitwell.
TargetAudience-Thiscourseisintendedforseniormanagers,managers,andsupervisorsinanytypeofcompany.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 91
What Good Managers Do: The First 100 Days Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ makethetransitionfromteammembertomanagerbygatheringcriticalinformation,familiarizingyourselfwithworkplaceprioritiesandrequirements,holdingmeetingswithkeyplayers,establishingtrustandcredibility,andmanagingthebasicelementsofwork.
+ identifymethodsofcoachinggreatperformancesfromyourteammembers,resolvingtheeverydayconflictsthatarise,andworkingwithinthecorporatestructurebymanagingup.
CourseOutline
Lesson1:MakingtheTransition
ü PositionYourselfforSuccess
ü BegintheTransition
ü ManagetheBasicWorkElements
Lesson2:BuildingAWinningTeam
ü CoachforGreatPerformance
ü ResolveConflictwithintheTeam
ü RepresentYourTeam
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92 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Thiscoursewillgivenewmanagersthebasicsofeffectivemanagementfortheirfirst100daysonthejob.Professionalswhohaveachievedsuccessasindividualcontributorsoftentransitionintomanagementroles.Newmanagerswanttobeabletostepforwardandassumetheirnewresponsibilitieswithconfidence.Youwanttobeabletoconductperformanceappraisals,monitorworkprocesses,communicateeffectivelywithteammembers,buildaninternalnetworkofsupportivecolleagues,andavoidcommonmanagementpitfalls.Youalsowanttobeabletoresolveconflictsthatarise,coachpeopletogivegreatperformances,andserveasanadvocateforyourteamwithinthewidercorporatestructure.
Objectives-Youwilleffectivelynavigatethefirst100daysonthejobasamanager.
TargetAudience-Thiscourseisintendedforawiderangeoffirst-timemanagersandstaffmemberswhoareconsideringtransitioningtomanagementroles.
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CACBUSINESSSEMINARSCATALOGUE 93
Communication Skills Communication
Body language
Negotiation
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94 CACBUSINESSSEMINARSCATALOGUE
Fundamentals of Communication. Performance-BasedObjectives
+ Communicateformallyandinformallyinbusinesssothereisamutualunderstandingbetweenthesenderandthereceiver.
+ Writeclear,concisebusinesscommunicationsothatithasapositiveandmeaningfulimpactonthereaderandachievesthedesiredresult.
+ Usegraphicsinbusinesscommunicationsothatfacts,processes,andsummariesareeffectivelydesignedtoconveyvisualandtextualinformation.
+ Useverbalandnon-verbalcommunicationappropriatelyinbusinesssothattherearenobarrierstomutualunderstandinginculturallydiverseorganizations.
+ Useelectroniccommunicationinbusinesssothatyouobserveproperetiquetteandensureprofessionalismtosendandreceivemessages.
CourseOutline
Lesson1:UnderstandingBusinessCommunicationü IdentifyBasicCommunicationTechniquesü DescribeFormalandInformalCommunication
Lesson2:CommunicatinginWritingü WriteEffectiveBusinessDocumentsü WriteEffectiveBusinessLettersü WriteEffectiveMemosü WriteEffectiveReports
Lesson3:CommunicatingwithGraphicsü CreateGraphicsforBusinessCommunicationü CommunicateStaticInformationü CommunicateDynamicInformation
Lesson4:UsingVerbalandNon-verbalCommunicationü DescribeVerbalandNon-verbalCommunicationü IdentifyElementsofEffectiveMeetingsü IdentifyElementsofEffectivePresentationsü ReadBodyLanguage
Lesson5:CommunicatingElectronicallyü UsingVoiceCommunicationinBusinessü UsingInternetCommunicationinBusiness
AppendixA:WorksCited
ReferencesandWorksCited
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CACBUSINESSSEMINARSCATALOGUE 95
CourseDetails
Duration-1day
Description-FundamentalsofCommunicationprovidesanoverviewofthebasicprinciplesofbusinesscommunication.Itprovidesguidelinesandbestpracticesforeffectivelycommunicatingintheworkplace,therebyimprovingproductivityandmutualunderstandinginculturallydiversebusinessorganizations.
Prerequisites-MicrosoftWord2000:Level1orequivalentknowledge.
DeliveryMethod-Instructor-led,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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96 CACBUSINESSSEMINARSCATALOGUE
Advanced Communication Skills Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ determinethecontentofyourmessage.
+ determinethebestwaytoprepareanddeliveryourmessageverbally.
+ examinethebasicsofbuildingawell-structuredpresentation.
+ examinethemechanicsofdeliveringasuccessfulpresentation.
CourseOutline
Lesson1:WritetobeUnderstoodü DetermineWhentoWriteü PlanYourMessageü PerfectYourStyleandMechanicsü WritingintheWorkplace
Lesson2:SpeaktobeHeardü PrepareYourMessageü DeliverYourMessage
Lesson3:PlanforHighImpactü TheImportanceofPlanningü OutlineYourPresentationü DevelopYourScriptü AddVisualAids
Lesson4:CaptivateYourAudienceü MakeFinalPreparationsü BasicsofDeliveryü TheQuestion-and-AnswerSessionü AssessthePresentation
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CACBUSINESSSEMINARSCATALOGUE 97
CourseDetails
Duration-1day
Objectives-Youwillexaminethecomponentsofgoodwrittenandverbalcommunication.
Description-Inanyprofession,youwillfindyourselfinasituationwhereyouneedtorelayinformationtoanothercolleague.Whensuchsituationsarise,goodcommunicationskillsareanessentialpartofgettingyourmessageacrossclearly.Thiscoursewillshowyouhowtoapplyadvancedverbalandwrittencommunicationtechniquesinyourworkplace.
TargetAudience-Businessprofessionalswhoareinterestedinlearningeffectivewrittenandverbalcommunicationtechniques.
Prerequisites-Therearenoprerequisiteskillsforthiscourse,however,youmightbeinterestedinthefollowingrelatedcourses:Problem-SolvingSkills,NegotiatingSkills,BusinessPresentations,andBusinessWriting:FromEmailtoProposals.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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98 CACBUSINESSSEMINARSCATALOGUE
Using Data to Communicate Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ organizedata.
+ presentdatainvisualformtoeffectivelycommunicateyourmessage.
CourseOutline
Lesson1:OrganizingData
ü InterpretYourData
ü BuildYourCasewithData
ü PersuadeYourAudience
Lesson2:PresentingData
ü DetermineAppropriateVisuals
ü DeliverYourMessage
ü DealwithBadNews
ü AdjustYourApproach
AppendixA:InterpretingYourData
AppendixB:DeterminingtheAppropriateVisuals
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CACBUSINESSSEMINARSCATALOGUE 99
CourseDetails
Duration-1day
Description-Thiscoursewillprovideyouwiththemethodsnecessarytoprepareandpresentdatatoeffectivelyinformorpersuadeyouraudience.
Objectives-Youwillidentifyhowtoprepareandpresentdataforeffectivecommunication.
TargetAudience-Thiscourseisintendedforawiderangeofmanagersandstaffmemberswhoneedtoeffectivelyusedatatocommunicate.
Prerequisites-Therearenoprerequisiteskillsneededforthiscourse.Suggestedcourses:CommunicationSkills,BusinessPresentationsandBusinessWriting.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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100 CACBUSINESSSEMINARSCATALOGUE
Communicating Across Cultures Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ examinedifferencesbetweencultures,identifymethodsofcommunicatingeffectivelyandappropriatelywithpeoplefromdifferentcultures,anddescribeculturaldifferencesinbusinessprotocol.
+ identifymethodsforcreatinghigh-performing,cross-culturalteams,describestrategiesforconductingsuccessfulmulticulturalnegotiations,andexplorewaysofeffectivelyresolvingconflictinothercultures.
CourseOutline
Lesson1:CommunicatingAcrossCultures
ü RecognizeCulturalDifferences
ü CommunicateinOtherCultures
ü FollowBusinessProtocolinOtherCultures
Lesson2:WorkingwithOtherCultures
ü WorkinTeamsinOtherCultures
ü NegotiateinOtherCultures
ü ResolveConflictinOtherCultures
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CACBUSINESSSEMINARSCATALOGUE 101
CourseDetails
Duration-1day
Description-Increasingly,businessesaroundtheworldhavebecomemoreinterconnected,andcompanieshavetothinkmoregloballyinordertosucceed.Despiteeconomictieswithforeignnations,countriescanbeill-preparedfordoingbusinessabroad,lackingtheknowledgeandsensitivitytoadjusttheirbusinessbehaviortodifferentculturalcontexts.Thiscoursewillprovideyouwithstrategiestocommunicateeffectivelyacrosscultures.
Objectives-Youwillcommunicateandconductbusinesseffectivelyacrosscultures.
TargetAudience-Thiscourseisforindividualswhoneedtocommunicateclearlyandeffectivelywhileconductingbusinessinculturesotherthantheirown.
Prerequisites-Therearenoprerequisitesforthiscourse.YoumayfindthefollowingElementKcoursesbeneficial:
NegotiatingSkills
ManagingConflict
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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102 CACBUSINESSSEMINARSCATALOGUE
Negotiating SkillsPerformance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ preparetonegotiateinabusinessenvironment.+ initiatenegotiationsandfollowthroughontheirresults.+ negotiatewithyourpartner.+ followthroughonacompletedbusinessnegotiation.+ negotiateinuniquebusinesscircumstances.
CourseOutline
Lesson1:PreparingtoNegotiateü EstablishaSuccessfulMindsetü ResearchtheOtherPartyü DeterminetheValueoftheItemBeingNegotiatedü DetermineWhereYou'dLikeNegotiationstoTakePlaceü EstablishYourBest-andWorst-AcceptableOutcomesü ResearchYourBestAlternativetoaNegotiatedAgreement(BATNA)
Lesson2:InitiatingNegotiation:EstablishingtheGroundRulesü EstablishRapportü EstablishYourStatusü ChoosetheCommunicationMethodforNegotiationü EstablishtheRulesofEngagementü SetaTimelineü EstablishHowNegotiationResultsWillBeCommunicatedandImplemented
Lesson3:Negotiatingü EncouragetheOtherPartytoIssuetheFirstProposalü MaketheFirstProposalü CountertheOfferorProposalü AcceptanOfferorAbortNegotiationsü WorkThroughanImpasse
Lesson4:FollowingThroughü EvaluatetheSuccessoftheNegotiationü FollowUpontheRelationship
Lesson5:NegotiatinginSpecialCircumstancesü Cross-CulturalNegotiationü Cross-GenerationalNegotiationü NegotiationwithSupervisorsandSubordinates
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CACBUSINESSSEMINARSCATALOGUE 103
CourseDetails
Duration-1day
Description-Objectives-Youwillperformthebasicstepsinabusinessnegotiation.
TargetAudience-Businessprofessionalswhomayormaynotbeinasupervisorypositionandwanttolearnnegotiatingskills.
Prerequisites-Therearenoprerequisiteskillsforthiscourse,however,youmightbeinterestedinthefollowingrelatedcourses:CommunicationSkills,BusinessPresentations,andBusinessWriting:FromEmailtoProposals.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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104 CACBUSINESSSEMINARSCATALOGUE
Customer Service and Troubleshooting Customer Service
Call Center
Hotline
Trouble Customers
Stress Management
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CACBUSINESSSEMINARSCATALOGUE 105
Fundamentals of Customer Service
CourseOutline
Lesson1:UnderstandingCustomerService
ü DescribeCustomerService
ü IdentifyCustomerExpectations
ü CommitYourselftoProvidingExcellentCustomerService
Lesson2:FocusingontheCustomer
ü CreateaPositiveFirstImpression
ü IdentifyandHelpMeettheCustomer’sNeeds
ü CreateaPositiveLastImpression
Lesson3:HandlingComplaints
ü MakeitEasyforCustomerstoComplain
ü ResolvetheProblem
ü CopewithUpsetandDifficultCustomers
Lesson4:DeliveringExcellentCustomerServiceontheTelephone
ü AnswertheTelephone
ü ProjectaPositiveImageUsingYourVoice
ü TransferCalls
ü TakeMeaningfulMessages
Lesson5:CopingWithStress
ü DescribeStress
ü TakePreventiveMeasures
ü OvercomeStress
ü AppendixA:WorksCited
ü ReferencesandWorksCited
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106 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-FundamentalsofCustomerServiceprovidesanoverviewofthebasicsofcustomerservice.Itprovidesguidelinesandbestpracticesforprovidingexcellentcustomerservicethatwillenablefrontlineassociatesandservicestaffinback-upandsupportrolestobuild,maintain,andincreasealoyalcustomerbase.
Prerequisites–MicrosoftWord2000:Level1
DeliveryMethod-Instructor-led,group-paced,classroom-deliverylearningmodelwithstructured,hands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 107
Customer Service Performance-BasedObjectives
+ acquiretoolstoprovidequalitycustomerserviceandmakelastingimpressionsoncustomers.
+ explorehowcustomersdefinethesuccessofyourcompany,aswellasacustomer’semotionalbehaviors,andhowthatsensitivityinfluenceshisorherdecisionmaking.
+ discovertechniquestoincreasecustomersatisfactionthroughyourbehavior,sensitivity,andrespect.
+ examinethetechniquesforprovidingservicethroughface-to-facecontact,thefactorsthatcontributetothesuccessofthatcontact,andthebenefitsofactivelylisteningtoyourcustomers.
+ identifythestagesofcustomermanagementandrecognizewhoyourinternalcustomersare.Youwillalsoexplorevaluechainmanagementandhowtomakepositivelong-termdecisionsthataddvaluetoyourcompany.
+ identifytheguidelinesfordealingwithunreasonableandiratecustomers.+ takeactiontoincreasetheloyaltyofthecustomersyouserve.+ increasesalesviacustomerservice.
CourseOutline
Lesson1:TheValueofCustomerCare
ü UnderstandCustomerCareü CustomerCareandMotivationü StandingOutwithCustomerCare
Lesson2:CustomersDefineSuccess
ü TrendsinCustomerServiceü TheCustomerCareEquation
Lesson3:YouMaketheDifference
ü TheHumanTouchü ApplyingtheHumanTouch
Lesson4:CustomerRelationships
ü Face-to-FaceContactü ServiceFacetoFaceü BenefitsofActiveListeningü TheValueofComplaintsü TheServiceRecoveryProcess
Lesson5:WhoIstheCustomer?
ü CustomerRelationshipManagementü InternalCustomersü ValueChainManagement
Lesson6:EngageDifficultCustomers
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108 CACBUSINESSSEMINARSCATALOGUE
ü TheUnreasonableCustomerü TheAngryCustomerü TheUnhelpfulColleague
Lesson7:IncreasingCustomerLoyalty
ü MomentsofTruthü AnalyzeMomentsofTruth
Lesson8:IncreaseSalesviaService
ü SalesOrientationü FeaturesandBenefitsü TheNatureofPersuasion
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CACBUSINESSSEMINARSCATALOGUE 109
CourseDetails
Duration–1day
Objectives-Youwillexplorethebackgroundandtechniquesofcustomerinteractions.
TargetAudience-Thiscourseisintendedforcustomerserviceprofessionalswithanylevelofexperiencewhowanttoexpandtheirknowledge,improvetheirskillset,andincreasetheunderstandingofcustomerbenefits.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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110 CACBUSINESSSEMINARSCATALOGUE
Customer Service Via Phone and Email Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ managethecustomer'sinitialcontact.
+ addressthecustomer'sissues.
+ closecommunicationswiththecustomeronceallissueshavebeenresolved.
CourseOutline
Lesson1:ManagingtheCustomer'sInitialContact
ü AcceptaCustomerContact
ü AddressaCustomer'sEmotionalState
ü AddressYourOwnEmotionalState
Lesson2:AddressingCustomerIssues
ü AssessCustomerIssues
ü DevelopSolutions
ü NegotiatetoReachaSolution
Lesson3:ClosingCommunications
ü UpsellAdditionalProducts
ü ConcludeCustomerContact
ü FollowUp
ü ReleaseStress
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CACBUSINESSSEMINARSCATALOGUE 111
CourseDetails
Duration-1day
Description-Youneedtorespondtocustomerservicequeriesviaaremotesystemsuchasemailorthetelephone.Inordertodothiseffectively,youneedtodevelopskillsthatwillhelpyouinteractwithcustomersinapositiveandprofessionalmanner.Inthiscourse,youwilllearnimportantprinciplesandskillsyoucanutilizeasaremotecustomerservicerepresentative.
Objectives-Youwillpracticeskillsandapplyprinciplesforprovidingcustomerserviceremotely,viatelephoneandtheweb.
TargetAudience-Newemployeesinatelephoneorelectronic-basedcustomerserviceroleinanyindustry,orcurrentemployeesinthisroleinneedofdevelopingtheseskills.
Prerequisites-Writtencommunicationandtypingskills;familiaritywithtelephone,email,andweb-basedcommunicationtools.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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112 CACBUSINESSSEMINARSCATALOGUE
Excellence in Technical Customer Service Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ meetthecustomer.+ diagnosethecustomer'sissue.+ deliversolutions.
CourseOutline
Lesson1:MeetingtheCustomer
ü Bea“PeoplePerson”ü RepresentYourCompanyü RelatetotheCustomer
Lesson2:DiagnosingIssues
ü DealwithaCustomer'sMisrepresentationsü DeterminetheCustomer'sNeedü TroubleshoottheCustomer'sProblem
Lesson3:DeliveringSolutions
ü FinalizetheSolutionü EducatetheCustomerü DeliverBadNewsü AchievePerformanceStandardsü ClosetheContact
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CACBUSINESSSEMINARSCATALOGUE 113
CourseDetails
Duration-1day
Description-Asaproviderofcustomerserviceinatechnicalfield,youneedtointeractwithcustomerstoaddresstheirtechnicalconcerns.Todothiseffectively,youneedtodevelopskillsthatwillhelpyouinteractwithcustomersinapositiveandprofessionalmanner.Inthiscourse,youwillapplyimportantprinciplesandskillsyoucanuseasatechnicalcustomerservicerepresentative.
Objectives-Youwillpracticeskillsandapplyprinciplesforprovidingface-to-facecustomerservicetocustomerswithtechnicalissues.
TargetAudience-Customerserviceprofessionalsprovidingtechnicalsupportorservice,on-siteorbywayofcallcenteroremail.
Prerequisites-CustomerServiceSkills
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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114 CACBUSINESSSEMINARSCATALOGUE
Dealing with Challenging Customer Interactions Performance-BasedObjectives
+ learntoestablishasolidrelationshipwiththecustomer,sothatyoumayproceedwiththeinteractioninapositivedirection.
+ learntoovercomecommunicationissueswhendealingwithcustomers.+ learntoresolvechallengingsituationswithcustomers.
CourseOutline
Lesson1:EstablishingaSolidCustomerRelationship
ü ReviewCustomerServiceBasicsü RecognizeaDifficultSituationü WorkWithinYourCompany'sParametersü HandleSimultaneousCustomerContactsü HandleaDifficultCustomerInteraction
Lesson2:OvercomingCommunicationIssues
ü AdapttotheCustomer'sPersonalityStyleü IdentifytheCustomer'sIssueü OvercomeCommunicationIssues
Lesson3:ResolvingChallengingSituations
ü EducatetheCustomerü FocusontheIssueü OvercomeNegativityü RedirecttheCustomerü FollowUponaChallengingSituation
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CACBUSINESSSEMINARSCATALOGUE 115
CourseDetails
Duration–1day
Objectives-Youwillexploremethodsfordealingwithcommondifficultcustomerinteractions.
TargetAudience-Thiscourseisintendedforcustomerservicerepresentativesandanyclient-facingemployeewhoneedstocopewithchallengingcustomersituations,eitherdirectlyorindirectly.Thiscourseisalsohighlyusefultocustomerservicemanagers,whoneedtobeawareofthepotentialdifficultsituationsinthefieldandhaveastandardmeansofaddressingthem.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingcourses,orhaveequivalentknowledge:
CustomerServiceViaPhoneandEmail
EmotionalIntelligence
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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116 CACBUSINESSSEMINARSCATALOGUE
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CACBUSINESSSEMINARSCATALOGUE 117
Business Writing Skills Logic
Reports
Emails
Memos
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118 CACBUSINESSSEMINARSCATALOGUE
Logic In Writing Thinking And Problem Solving Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ Thinkcreatively,reasonlucidly,andexpressideaswithclarity + Writingeffectivespeeches. + Compilingproperlybuildbusinessemails + Assessyourideasandrecognizetheirrelativeimportance+ Structureyourreasoningintoacoherentandtransparentargument+ Analyzeyourargumenttoconfirmitseffectiveness.
CourseOutline
Lesson1:LogicInWriting
ü Whyapyramidstructure ü Thesubstructureswithinthepyramidü Howtobuildapyramidstructureü Finepointsofintroductionsü Deductionandinduction:thedifferenceü Howtohighlightthestructure
Lesson2:LogicinThinking
ü Questioningtheorderofagroupingü Questioningtheproblem-solvingprocessü Questioningthesummarystatementü Puttingitintoreadablewords
Lesson3:ProblemSolving
ü Monitor.Assess.Analyze.ü Facts.Cause.Consequences.ü ProblemSolvingTechniques.
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CACBUSINESSSEMINARSCATALOGUE 119
CourseDetails
Duration–1day
Description–Theclearcommunicationofideas,whethertoclients,colleaguesorthemanagementboard,isakeyfactorindeterminingpersonalsuccess.ApplyingthePyramidPrinciplewillenableyoutopresentyourthinkingsoclearlythattheideasmoveoffthepageandintothereader’smindwithaminimumofeffortandamaximumofeffect.
Objectives-Bringyourideastolife.
TargetAudience–Thiscourseisintendedformanagers,teamleads,technicalwriters,salesandservicesspecialists.
Prerequisites–N/A.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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120 CACBUSINESSSEMINARSCATALOGUE
Effective Business Writing Performance-BasedObjectives
Upon successful completion of this course, students will be able to: + organizeandwriteclearandconciseemailandinstantmessagesthatare
appropriatetoyourcompany'sbusinessculture. + writeeffectivebusinesscommunications. + writelettersthatareclear,precise,andappropriatetoyouraudience. + organizeandwriteabusinessproposal,completewithvisuals,andanexecutive
summarythatemployeffectivestrategiesofpersuasion.
CourseOutline
Lesson1:WritingEmailandOtherElectronicCommunication ü OrganizeYourMaterials ü WriteanEmail ü WriteInstantMessages
Lesson2:WritingEffectiveBusinessCommunication ü AnalyzeYourAudience ü WriteanInternalAnnouncement ü WriteanEmailRespondingtoRoutineRequests ü WriteanEmailtoRespondPositivelytoCustomerComplaints ü WriteBad-NewsMessages
Lesson3:WritingaBusinessLetter ü WriteaBusinessLetter ü WriteaThank-YouLetter
Lesson4:WritingBusinessProposals ü PersuadeYourAudience ü WriteanExecutiveSummary ü UseVisuals
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CACBUSINESSSEMINARSCATALOGUE 121
CourseDetails
Duration–1day
Description–Thoughbusinessesincreasinglyrelyontechnology,technologicalskillsalonedonotguaranteesuccessintheworkplace.Youmuststilldevelopyourideas,expressthemclearly,andpersuadeothersoftheirviability.Thiscourseofferseffectivestrategiestosharpenyourwritingskillsbystructuringyourideaslogically,exercisingdiplomacyinlettersandreports,andshapingyourarguments.
Objectives-Youwillorganizeandwriteeffectivebusinessdocuments.
TargetAudience–Thiscourseisforindividualswhoneedtowriteclearlyandconciselyinaprofessionalenvironment.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingElementKcourseorhaveequivalentknowledge:
+ GrammarEssentials+ MicrosoftOfficeWord+ MicrosoftOfficeOutlook
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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122 CACBUSINESSSEMINARSCATALOGUE
Advanced Business Writing Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ focusyourdocument.+ communicatetoyouraudienceeffectively.
CourseOutline
Lesson1:FocusingYourDocument
ü DetermineYourPurposeü DetermineYourAudience
Lesson2:CommunicatingtotheAudienceEffectively
ü PlanningtheWritingProjectü UsingInformativeandPersuasiveTechniques
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CACBUSINESSSEMINARSCATALOGUE 123
CourseDetails
Duration–1day
Description–Asafirst-timemanager,youwillhavetheresponsibilitytowritebusinessdocumentsthatwillhelpsupportthegoalsofyourcompany.Inordertosuccessfullycreateavarietyofbusinessdocuments,youneedtothoroughlyunderstandwhichdocumentsworkbestforspecificsituationsandhowtoproducethem.Inthiscourse,youwilllearnhowtochoosethebestdocumenttouseandpreparetowritethedocumenttohelpyouachieveyourbusinessgoals.
Objectives-Youwillidentifyspecificpresentationtechniquesforvariousbusinessdocuments,includingbusinessplans,proposals,projectplans,contracts,strategicplans,reports,procedures,andpolicies,andthemethodsofpreparingthosedocumentsforyourintendedaudience.
TargetAudience–First-timemanagerswhowanttobuildtheirskillstowritewell-organizedandconvincingbusinessdocuments.
Prerequisites-BusinessWriting
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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124 CACBUSINESSSEMINARSCATALOGUE
Business Case Writing Performance-BasedObjectives
+ demystifybusinesscasewritingbyidentifyingalltherequiredelementsofabusinesscase.
+ examineasamplebusinesscase.
CourseOutline
Lesson1:DemystifyingBusinessCaseWritingü IdentifytheElementsofaBusinessCase
Lesson2:DebriefingaSampleBusinessCaseü DebriefaSampleBusinessCase
AppendixA:BusinessCaseTemplate
AppendixB:SampleBusinessCase
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CACBUSINESSSEMINARSCATALOGUE 125
CourseDetails
Duration–0.5day
Objectives-Youwillidentifytheelementsofabusinesscase,findouthowtogatherandpresentallthecriticalinformation,andmakeacompellingargumentinfavoroffunding.Youwillalsolearnabouttherelationshipbuildingthatunderliesthemosteffectivebusinesscases,andfindouthowyoucanpartnerwithothersinyourorganizationtobuildabetterbusinesscase.
TargetAudience-Thiscourseisgearedtowardbusinessprofessionalswhoarenewtobusinesscasewritingorwhoseekguidanceonbestpracticesrelatedtobusinesscasewriting.
Prerequisites–None
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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126 CACBUSINESSSEMINARSCATALOGUE
Writing for a Global Audience Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ createalocalizationstrategy,analyzecontenttoidentifyproblemareas,andwrite
contentsuitabletobelocalized.
CourseOutline
Lesson1:PreparingContentforLocalization ü PreparetoLocalizeContent ü IdentifyCulturalLanguagePatterns ü WriteforLocalization
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CACBUSINESSSEMINARSCATALOGUE 127
CourseDetails
Duration–1day
Description–Youareacontentdeveloperwithaprojecttolocalizecontentintootherlanguages.Youhavealreadywrittenthetext,oryouareplanningtowriteit,andyouwanttohavethecontentlocalizedascosteffectivelyaspossible.Youneedtoidentifyandeliminateculturallanguagepatternsfromyoursourcecontent,sothatyoucaneffectivelyandefficientlylocalizethecontent.Inthiscourse,youwillpreparecontentforlocalization
Objectives-Youwillpreparecontentforlocalization.
TargetAudience–Thiscourseisintendedforcontentdevelopers,trainers,marketingprofessionals,writersofdocumentationandtechnicalspecification,andproductdeveloperswhoneedtocreatecontentthatiseffectiveandappropriateforaglobalaudience.
Prerequisites-Understandingofbusinessprocesseswithexperienceinpracticalleadership,leadingandmanagingteams,andmanagingchange.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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128 CACBUSINESSSEMINARSCATALOGUE
Project Management Skills Project Management
Delegation Authority
Project Teams
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CACBUSINESSSEMINARSCATALOGUE 129
Project Management Fundamentals: (Second Edition) Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ identifythekeyprocessesandrequirementsofprojectmanagement.+ initiateaproject.+ planfortimeandcost.+ planforprojectrisks,communication,andchangecontrol.+ manageaproject.+ executetheprojectcloseoutphase.
CourseOutline
Lesson1:GettingStartedwithProjectManagementü DescribeaProjectü DescribetheProjectManagementLifeCycleü IdentifytheRoleofaProjectManager
Lesson2:InitiatingaProjectü DeterminetheScopeofaProjectü IdentifytheSkillsforaProjectTeamü IdentifytheRiskstoaProject
Lesson3:PlanningforTimeandCostü CreateaWorkBreakdownStructureü SequencetheActivitiesü CreateaProjectScheduleü DetermineProjectCosts
Lesson4:PlanningforProjectRisks,Communication,andChangeControlü AnalyzetheRiskstoaProjectü CreateaCommunicationPlanü PlanforChangeControl
Lesson5:ManagingaProjectü BeginProjectWorkü ExecutetheProjectPlanü TrackProjectProgressü ReportPerformanceü ImplementChangeControl
Lesson6:ExecutingtheProjectCloseoutPhaseü CloseaProjectü CreateaFinalReport
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130 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Description-Successfullymanagingaprojectrequireseffectiveplanningandadherencetotheindustry'sbestpracticesineverystepoftheprocess.Byunderstandingthefundamentalsofprojectmanagement,youwillbebetterpreparedtoinitiateaprojectinyourorganizationandpositionitforsuccess.Inthiscourse,youwillidentifyeffectiveprojectmanagementpracticesandtheirrelatedprocesses.
Objectives-Youwillexaminetheelementsofsoundprojectmanagementandapplythegenerallyrecognizedpracticestosuccessfullymanageprojects.
TargetAudience-Thiscourseisdesignedforindividualswhoseprimaryjobisnotprojectmanagement,butwhomanageprojectsonaninformalbasis.Also,anyonewhoisconsideringacareerpathinprojectmanagementanddesiringacompleteoverviewofthefieldanditsgenerallyacceptedpracticescantakeupthiscourse.
Prerequisites-Toensureyoursuccess,itisrecommendedthatyoufirsttakethefollowingElementKcourses:Word2000,Word2002,Word2003,orMicrosoft®OfficeWord®2007:Level1;orhaveequivalentknowledge.Someon-the-jobexperienceinparticipatinginmanagedprojectswouldbepreferable.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 131
Project Management Professional (PMP®) Certification Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ describeprofessionalprojectmanagement.+ initiateaproject.+ planprojectwork.+ developprojectschedules.+ developcostestimatesandbudgets.+ planprojectquality,staffing,andcommunications.+ analyzerisksandplanriskresponses.+ planprojectprocurement.+ manageprojectprocurement.+ executeprojectwork.+ monitorandcontrolprojectwork.+ monitorandcontrolprojectscheduleandcosts.+ monitorandcontrolprojectquality,staffing,andcommunications.+ monitorandcontrolprojectriskandcontracts.+ closetheproject.
CourseOutline
Lesson1:ProfessionalProjectManagementü ProjectManagementProcessesü ProfessionalandSocialResponsibilities
Lesson2:InitiatingaProjectü ProjectManagementContextü ProjectSelectionü PrepareaProjectStatementofWorkü CreateaProjectCharterü DevelopaPreliminaryProjectScopeStatement
Lesson3:PlanningProjectWorkü TheElementsoftheProjectManagementPlanü CreateaScopeManagementPlanü CreateaScopeStatementü DevelopaWorkBreakdownStructure
Lesson4:DevelopingProjectSchedulesü CreateanActivityListü CreateaProjectScheduleNetworkDiagramü EstimateActivityResourcesü EstimateActivityDurationsü DraftaProjectScheduleü IdentifytheCriticalPathü OptimizetheProjectSchedule
Lesson5:DevelopingCostEstimatesandBudgets
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132 CACBUSINESSSEMINARSCATALOGUE
ü EstimateProjectCostsü EstimatethePreliminaryCostBaselineü ReconcileFundingandCosts
Lesson6:PlanningProjectQuality,Staffing,andCommunicationsü CreateaQualityManagementPlanü DocumenttheProjectRoles,Responsibilities,andReportingRelationshipsü AcquiretheProjectTeamü CreateaCommunicationsManagementPlan
Lesson7:AnalyzingRisksandPlanningRiskResponsesü CreateaRiskManagementPlanü IdentifyProjectRisksandTriggersü PerformQualitativeRiskAnalysisü PerformQuantitativeRiskAnalysisü DevelopaRiskResponsePlan
Lesson8:PlanningProjectProcurementü PrepareaContractStatementOfWorkü PrepareaProcurementDocument
Lesson9:ManagingProjectProcurementü RequestSellerResponsesü SelectSellers
Lesson10:ExecutingProjectWorkü TheDirectandManageProjectExecutionProcessü ExecuteaQualityAssurancePlanü DeveloptheProjectTeamü DistributeProjectInformationü EstablishaScheduleBaselineü DevelopaChangeControlSystem
Lesson11:MonitoringandControllingProjectWorkü TheMonitorandControlProjectWorkProcessü UtilizetheChangeControlProcessü ReviewDeliverablesandWorkResultsü ControltheProjectScope
Lesson12:MonitoringandControllingProjectScheduleandCostsü ControltheProjectScheduleü ControlProjectCosts
Lesson13:MonitoringandControllingProjectQuality,Staffing,andCommunicationsü PerformQualityControlü ManagetheProjectTeamü ReportonProjectPerformanceü ManageStakeholderRelationshipsandExpectations
Lesson14:MonitoringandControllingProjectRiskandContractsü MonitorandControlProjectRiskü AdministeraContract
Lesson15:ClosingtheProject
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CACBUSINESSSEMINARSCATALOGUE 133
ü ClosetheProjectAdministrativelyü CloseProjectContracts
AppendixA:PMPCertificationMapping
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134 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–40hours(5.0day)
Description-Yourabilityasaprojectmanagertodemonstratebestpracticesinprojectmanagement—bothonthejobandthroughprofessionalcertification—isbecomingthestandardtocompeteintoday'sfast-pacedandhighlytechnicalworkplace.
Objectives-YouwillapplythegenerallyrecognizedpracticesofprojectmanagementacknowledgedbytheProjectManagementInstitute(PMI®)tosuccessfullymanageprojects.
TargetAudience-Thiscourseisdesignedforexperiencedprojectmanagerswhowanttoincreasetheirprojectmanagementskills,applyastandards-basedapproachtoprojectmanagement,andprepareforProjectManagementInstitute,Inc.(PMI®)ProjectManagementProfessional(PMP®)Certification.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingElementKcoursesorhaveequivalentknowledge:
MicrosoftWord2000,2002,2003orMicrosoftOfficeWord2007,Level1
Youshouldalsohavesomeworkexperienceintheareaofprojectmanagementandbefamiliarwithgeneralproject-managementtermsandconcepts.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 135
Project Management Skills for Non-Project Managers Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ plantheprojectanditsparameters,includingitsscope,requirements,resources,andconstraints.
+ implementtheprojectplan,whichincludesputtingtheworkoftheprojectinmotionanddelegatingtasks,andthenmonitoringtheprogressoftheprojectandmanagingchangesastheyarise.
CourseOutline
Lesson1:PlanningtheProject
ü DefinetheProjectRequirements
ü CreateYourProjectPlan
Lesson2:ImplementingtheProjectPlan
ü ExecutetheProjectPlan
ü MonitortheProgressoftheProject
ü NegotiateforSuccess
ü EvaluatetheProcess
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136 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Althoughyouarenotformallyemployedasaprojectmanager,youmayoccasionallybecalledontoleadasmall-tomedium-sizedprojectforyourcompany.Inthiscourse,youwillstrategicallyplanaprojectsothatyoucanachievethedesiredresultsontimeandonbudget.Youwillidentifyitsrequirementsandtheresourcesyouhavetoworkwith,monitortheproject'sprogress,andmitigatetherelatedobstaclessothatyoucanleadateaminbringingtheprojecttoasuccessfulcompletion.Thiscoursewillgiveyouthebasicsontheprojectmanagementprocessandthetoolsneededtomanagesmall-tomedium-sizeprojects.
Objectives-Youwillidentifymethodsofeffectivelymanagingsmall-tomedium-sizedprojectsandachievingtheirstatedobjectives.
TargetAudience-Thiscourseisintendedforawiderangeofmanagersandstaffmemberswhoneedtosuccessfullymanagesmall-tomedium-sizedprojects.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 137
Managing Project Teams Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ Gettoknowyourteam.
+ Manageyourteam.
CourseOutline
Lesson1:KnowingYourTeam
ü IdentifyElementsofaTeam
ü InteractionWithinaTeam
ü CommunicatewiththeTeam
ü IdentifyStandards
Lesson2:ManagingYourTeam
ü IdentifyManagementNeeds
ü ProvideFeedback
ü MaintainTeamMomentum
ü IdentifyManagementChallenges
ü CloseOutaProject
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138 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-Youwanttocreateandmaintainasuccessfulteam.Learninghowtoeffectivelymanageateamisthefirststeptorealizingyourgoal.Inthiscourse,youwilldeterminehowtomanagetheteamsothatitremainseffective.
Objectives-Youwillidentifywaysofbuildingateam,applystrategiesformanagingaworkingteam,andidentifywaysofeffectivelydecommissioningateam.
TargetAudience-Thiscourseisintendedforindividualschargedwithsuccessfullyleadingateam.
Prerequisites-Itisrecommendedthatyouhavefamiliaritywiththeuseofteamsintheworkplaceandcompletethefollowingcoursespriortotakingthiscourse:
PracticalLeadership
MotivatingYourEmployees
ChangeManagement
DeliveryMethod-Instructor-led,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 139
Project Management for Technical Teams Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ Plantheprojectanditsparameters,includingitsscope,requirements,resources,
andconstraints.+ Implementtheprojectplan,whichincludesputtingtheworkoftheprojectin
motionanddelegatingtasks,andthenmonitoringtheprogressoftheprojectandmanagingchangesastheyarise.
CourseOutline
Lesson1:PlanningtheProject
ü DefinetheProjectRequirementsü CreateYourProjectPlan
Lesson2:ImplementingtheProjectPlan
ü ExecutetheProjectPlanü MonitortheProgressoftheProjectü NegotiateforSuccessü EvaluatetheProcess
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140 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–N/A
Objectives-Youwillidentifymethodsofeffectivelymanagingsmall-tomedium-sizedprojectsandachievingtheirstatedobjectives.
TargetAudience–Thiscourseisintendedforawiderangeofmanagersandstaffmemberswhoneedtosuccessfullymanagesmall-tomedium-sizedprojects.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 141
Managing Outsourced Projects as an IT Vendor Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ recognizethefundamentalsofoutsourcing.+ discussvendorselection,pricingmodels,andthecontractingprocess.+ describetheimportanceofworktransitionandpeoplemanagement.+ examinehowtomanageanoutsourcedoperation.+ describeclientrelationshipmanagementandprogramgovernance.+ describebestpracticesforthefinancialmanagementofoutsourcedprojectsand
projectclosure.
CourseOutline
Lesson1:UnderstandingtheFundamentalsofOutsourcingü ExaminetheBasicsofOutsourcingü ExaminetheModelsofOutsourcingü ExaminetheOutsourcingLifeCycle
Lesson2:ExaminingNegotiationsandContractManagementü IdentifytheStepsinVendorQualificationandSelectionü ExaminethePricingModelsü ImplementContracting
Lesson3:ManagingTransitionandPeopleü ExamineTransitionManagementü ExaminePeopleManagement
Lesson4:ManagingOutsourcedOperationsü ImplementProjectManagementPracticesinOutsourcingü ImplementConfiguration,Risk,andChangeManagementü ExamineIssueManagement
Lesson5:ExaminingClientRelationshipsandProgramGovernanceü ImplementClientRelationshipManagementü ExamineProgramGovernance
Lesson6:ManagingFinancesandProjectClosureü ExaminetheFinancialManagementofOutsourcedProjectsü ExploreKnowledgeTransitionandManagementDuringProjectClosure
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142 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description-YouarefamiliarwiththemanagementofITprojects.OutsourcedITprojectsneedtobemanagedabitdifferentlythanregularITprojects.Inthiscourse,youwillexaminethemanagementofoutsourcedprojectsasanITvendor.
Objectives-YouwillexaminethemanagementofoutsourcedprojectsasanITvendor.
Prerequisites-ThefollowingCACcoursesarerecommendedbutarenotmandatory:
ProjectManagementforTechnicalTeams
BasicsofEffectiveCommunication(SecondEdition)
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 143
Sales Training Selling Skills
CRM
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144 CACBUSINESSSEMINARSCATALOGUE
Fundamentals of Selling: Performance-BasedObjectives
Selectasalesapproachsothatitmatchesthesalessituationandtheneedsofthebuyer.+ Prepareforeachsalesencounterandsellusingthesalescyclesothatincreased
salesareachieved.+ Findandqualifyasalesprospectsothattheprospectislikelytobenefitfromand
buytheproductorservicebeingsold.+ Makeasalespresentationandclosethesalesothatthecustomerissatisfiedwith
thedeal.+ Followupafterasalescallsothatasuccessfulongoingsalesrelationshipisbuiltwith
thebuyer.
CourseOutline
Lesson1:SellingBasicsü IdentifyBuyerMotivationsü IdentifyTypesofSellingü SelectaSalesApproachü CommunicatewithProspectiveCustomers
Lesson2:PreparingtoSellü PrepareYourselftoSellü SellUsingtheSalesCycle
Lesson3:FindingandQualifyingProspectsü IdentifyPotentialSourcesforFindingSalesLeadsü DevelopanIdealCustomerProfileü QualifySalesProspects
Lesson4:MakingthePresentationandClosingtheSaleü GettoKnowYourProspectü PlanYourPresentationü GiveYourPresentationü ClosetheSale
Lesson5:FollowingUpAftertheSalesCallü DeterminetheAppropriateFollow-upMethodü DevelopaCustomerServiceProgram
AppendixA:WorksCited
ReferencesandWorksCitedTopic
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CACBUSINESSSEMINARSCATALOGUE 145
CourseDetails
Duration-1day
Description-FundamentalsofSellingprovidesanoverviewofthebasicsofsellingwithanemphasisonthedifferentstagesofthesalescycle.Itprovidesguidelinesandbestpracticesforpreparingtosell,findingandqualifyingprospects,makingsalespresentations,negotiatingtheclose,andfollowingupafterthesale.Byapplyingthetoolsandtechniquespresentedinthiscourse,salesprofessionalswillbenefitbyincreasingtheirsalesefficiencyandeffectiveness.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Thiscourseisdesignedforinstructor-led,grouppacedclassroom-delivery,providingstudentswithstructuredhands-onactivities.
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146 CACBUSINESSSEMINARSCATALOGUE
Client Relationship Management Performance-BasedObjectives
+ manageclientrelationshipsduringtheprojectinitiationandplanning.+ manageclientrelationshipsduringprojectimplementationandclose-out.+ manageinteraction-basedcausesofprojectfailure.
CourseOutline
Lesson1:ManagingRelationshipsDuringInitiationandPlanning
ü UnderstandtheProjectLifeCycleü MaximizeClientSatisfactionü ManagetheFourDimensionsofRelationshipsü BuildRelationshipsDuringtheProjectInitiationü DevelopRelationshipsDuringProjectPlanning
Lesson2:ManagingRelationshipsDuringExecutionandClose-Out
ü ManageInteractionsDuringProjectImplementationü PerformaClose-OuttoExtendRelationshipsü ExceedaClient'sExpectationswithaServicePlan
Lesson3:ManagingInteraction-BasedCausesofProjectFailure
ü ExamineInteraction-BasedCausesofProjectFailureü ManagetheFailureofanUnclearDefinitionü OvercomeProblemswithRiskManagementü DealwiththeFailuresofPoorlyManagedHandoffsü ManagetheFailureofUntestedAssumptionsü ManageaLackofSoundCommunication
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CACBUSINESSSEMINARSCATALOGUE 147
CourseDetails
Duration–1day
Objectives-Youwillmanageclientrelationshipsduringvariousphasesofaproject'slifecycle.
TargetAudience-Thiscourseisintendedformanagers,supervisors,teamleaders,andindividualcontributorsthatneedtomanagerelationshipswithcriticalcustomers.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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148 CACBUSINESSSEMINARSCATALOGUE
Global Marketing Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ analyzeyourglobalmarkets.+ positionyourglobalproduct.
CourseOutline
Lesson1:AnalyzingYourGlobalMarket
ü DeterminetheDegreeofPoliticalRiskü AnalyzeYourGlobalMarketsü DevelopaGlobalDistributionStrategyü DevelopaForeign-MarketEntryStrategy
Lesson2:PositioningYourGlobalProduct
ü AnalyzeCulturalBarrierstoMarketEntryü PositionYourGlobalProductü PriceYourGlobalProductü BrandYourGlobalProduct
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CACBUSINESSSEMINARSCATALOGUE 149
CourseDetails
Duration–1day
Description–Whenitcomestotrade,nationalbordershaveeroded.Increasingly,maintaininganisolationistpositionasacountryhasbecomedifficultforcorporationsaswellasnation-states.Anambitiouscompanymaynotonlydistributeitsgoodsglobally,itmayestablishproductionfacilitiesabroad,agreetojointventures,andstrivetointegrateitselfintoforeignmarkets.Inmanyrespects,globalmarketingobeysthebasicmarketingprinciplesyouusedomestically,buttheglobalscopepresentsanumberofuniqueproblems.Inthiscourse,youwilllearntheessentialsofglobalmarketing.
Objectives-Youwilllearnhowtoconstructaglobalmarketingstrategy.
TargetAudience–Thiscourseisdesignedforbusinesspeoplewithknowledgeofbasicmarketingpractices,aswellasinexperiencedmarketingprofessionals.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingElementKcoursesorhaveequivalentknowledge:
+ ProjectManagementSkillsforNon-ProjectManagers+ GettingtheResultsWithouttheAuthority+ MarketingEssentials
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwith
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150 CACBUSINESSSEMINARSCATALOGUE
HR and Development Optimization
Recruiting
Talent Development
Trainers Development
Corporate Culture
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CACBUSINESSSEMINARSCATALOGUE 151
HR Optimization Performance-BasedObjectives
+ create and maintain a talented workforce. + manage employees. + create a development plan. + communicate effectively..
CourseOutline
Lesson1:CreatingandMaintainingaTalentedWorkforce
ü HireQualityEmployeesü CreateaDiverseWorkforceü CompensateEmployeesü CreateaBenefitsPackage
Lesson2:ManagingEmployeesü MeasureHumanandOrganizationalCapitalü ManageChangeü ManagePerformance
Lesson3:CreatingDevelopmentPlansü ImproveHRProcessesü BuildDevelopmentPlansü DevelopLeadershipSkills
Lesson4:CommunicatingEffectively
ü CommunicateClearlyü FosterCooperativeEmployeeRelationsü PositionHumanResources
AppendixA:AffirmativeActionDecisions
AppendixB:LearningOptions
AppendixC:SeniorManagementJobRatingScales
AppendixD:SeniorManagementPersonalRatings
AppendixE:HistoryofHumanResources
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152 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–N/A
Objectives-Youwilloptimizeyourhumanresourcespractices.
TargetAudience–Humanresourcespersonnel,aswellasfirst-timemanagers.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 153
Strategic Development of Talent Performance-BasedObjectives
+ develop a strategic development plan. + analyze your organization's development needs. + develop a learning organization.
CourseOutline
Lesson1:CreatingaStrategicDevelopmentPlan
ü BuildaStrategicBusinessPlanü FormulateaTrainingPurposeStatementü ChooseaTalentDevelopmentApproachü IdentifyJobCompetencies
Lesson2:ChoosingaDevelopmentStrategyü ConductaComprehensiveNeedsAssessmentü CollectEmployeeDataü ScantheEnvironmentü ChooseanOrganizationalStrategyü EducateEmployees
Lesson3:DevelopingaLearningOrganizationü DevelopYourOrganizationü DevelopNon-Employeesü DevelopaTrainingCurriculum
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154 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–N/A
Objectives-Youwillstrategicallydeveloptalentinyourorganization.
TargetAudience–Thiscourseisintendedfortrainingdevelopersandhumanresourcepersonnel,althoughitalsoprovidesvaluableinformationtoexecutivesinterestedinsponsoringtrainingprograms.
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 155
Developing and Presenting Successful Training for Non-Training Professionals / New Trainers Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ identifythetrainingneedsofyouraudienceandthebusinessrequirementsofyour
sponsor.+ developyourtraining.+ presentyourtraining
CourseOutline
Lesson1:IdentifyingtheTrainingNeeds
ü EstablishtheTrainingCharterü PerformaNeedsAnalysis
Lesson2:CreatingContent
ü DevelopClassroomContentü WriteEngagingInstructionalMaterialü DevelopActivitiesü DevelopAssessmentsü DevelopVisuals
Lesson3:PresentingYourTraining
ü AssessYourStrengthsasaTrainerü PresentYourClassroomTrainingü ManageYourClassroomTrainingü PresentYourRemoteTrainingü ImproveYourTraining
AppendixA:Activity:EstablishingYourTrainingCharter
AppendixB:NeedsAnalysisReportTemplate
AppendixC:SampleTrainingOutline
AppendixD:Activity:WritingEngagingInstructionalMaterial
AppendixE:Activity:DevelopingActivities
AppendixF:Activity:PresentingYourTraining
AppendixG:Activity:PresentingYourRemoteTraining
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156 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration-1day
Objectives-Youwillperformthebasicstepsinabusinessnegotiation.
Description–Youmayhavespentyearshoningyourskillsanddevelopingexpertiseinasubjectarea.Yourcolleaguesrecognizethedepthofyourknowledgeandyourkeenabilitytozeroinonproblemsandelegantlyresolvethem.Butnowyou'vebeenthrustintoatrainingrole�youarenotonlyrequiredtoexerciseyourskills,butcommunicateyourknowledgetoothers.Formanywhoassumeatrainingrole,thattransitionisnoteasy.Traininginvolvesaspecificsetofskillsthatanexpertinaparticularfieldmaynotpossess.Inthiscourse,youwilllearnhowtodevelopandpresentsuccessfultraining.
TargetAudience-Anyoneexpectedtoprovidetrainingtoanaudience,especiallythosewhomaynothaveprevioustrainingexperience.
Prerequisites–Toprofitthemostfromthiscourse,youshouldbefamiliarwithcommonwordprocessingandpresentationsoftwarepackages.Inaddition,youshouldconsidercompletingthefollowingElementKbusinessskillscourses:EmotionalIntelligence,PresentationSkills,andBasicsofEffectiveCommunication.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 157
Корпоративная Культура Организации
Основные Оценочные Параметры:
+ Определение основ правил корпоративных отношений и культуры общения; + Раскрыть природу этики корпоративных отношений, сущность и основные принципы;
+ Усиление единого корпоративного духа; + Установление корпоративных правил.
Краткое Содержание Тренинга
Урок 1: Типы корпоративной культуры ü Задачи службы управления персоналом по развитию корпоративной культуры ü Стили управления ü Виды Корпоративной культуры
Урок 2: Анализ имеющейся корпоративной культуры ü Корпоративная и организационная структура, ü Определение слабых сторон в устоявшейся системе корпоративных правил, методы анализа и оценки,
ü «Писанные» и «неписанные» правила;
Урок 3: Формализация корпоративной культуры ü Определение и разработка документов для внедрения корпоративной культуры, корпоративный кодекс, внутренние правила и стандарты,
ü «Паспорт» для сотрудников;
Урок 4: Внедрение корпоративной культуры ü Цели, миссия, политика компании, «борьба с устоями», ü Внутрикорпоративный PR ü Корпоративное позиционирование, планирование ü Организация и управление корпоративными мероприятиями,
Полученные результаты
+ Знания и навыки в определении корпоративных правил, + Стратегии и способы внедрения Корпоративной Культуры, + Развитие, поддержание и актуализация Сложившейся Культуры;
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158 CACBUSINESSSEMINARSCATALOGUE
Детали Тренинга
Продолжительность–8часов
Описание–Влюбойкомпании,любоговозрастаестьсложившаясяКорпоративнаяКультура.Нозачастуюонасуществуетотдельноотцелей,миссиииполитикикомпании,темсамымтормозяилинарушаясампроцессдеятельности.Этоттренинграссчитаннавыявлениислабых,определениенеобходимыхсторонКорпоративнойКультуры,внедрениеинструментовнаправляющихжизнидеятельностьКомпаниивнеобходимоерусло.
ЦельТренинга:Вынаучитесьсоздаватьздоровуюатмосферувкомпании,направлятьсотрудниковнадостижениенеобходимыхдлякомпаниицелей.
ЦелеваяАудитория–Сотрудникиотделапоработесперсоналом,менеджментзадействованныйвстратегическомуправленииперсоналом
ФорматТренинга–Презентация,кейсы,групповаяработанадпрактическимизаданиями.
Язык тренинга – Русский.
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CACBUSINESSSEMINARSCATALOGUE 159
Change Management for Employees Performance-BasedObjectives
+ describechangeintheworkplace,andeffectivestrategiesforchangemanagement.+ definethePOISSModelofchangeanalysis,andidentifythestepsofanalyzing
change.+ defineanticipatingandembracingchange,andidentifybestpracticesforboth.
CourseOutline
Lesson1:UnderstandingChange
ü AssessYourReactiontoChangeü CopewithStressü CopewithFearü ConductInformationalInterviews
Lesson2:AnalyzingChange
ü ConductaChangeAnalysisü StudytheCompetition
Lesson3:EmbracingChange
ü AnticipateChangeü IdentifyBestPracticesforReframingChangeü IdentifyBestPracticesforEmbracingChange
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160 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–0.5day(s)
Description-Everyonewhoworksinthebusinessworldtodayisfacedwithconstantchangesandisexpectedtoadapt.Inthiscourse,studentswillidentifymethodsforsolvingproblemsresultingfromworkplacechanges.Studentswilldefinechangemanagementandidentifystrategiesforeffectivelypreparingforchange,copingwithreactiontochange,andbecominganagentofchangeintheirworkinglives.
Objectives-Youwillidentifywaystosolveproblemsrelatedtochangeonthejob,includingrecognizing,anticipating,andeffectivelymanagingchange.Youwillalsodefinechangemanagement,identifychange-managementstrategies,definethepsychologicalprocessofmovingthroughchange,identifywaysofpreparingforchange,andexplorewaystoembracechangeonanongoingbasis.
TargetAudience–Thiscourseisforanyprofessionalwhoisexperiencingoranticipatingchangewithintheworkenvironment.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 161
Recruiting the Workforce of the Future Performance-BasedObjectives
+ evaluatecurrentcredentialrequirementsanddevelopnewonestoreflectthechangingtimes.
+ developacompellingrecruitingmessage.+ developtheirrecruitingcampaigns.+ selecttherightemployeebasedonskillandperformancemeasures.
CourseOutline
Lesson1:ProfilingtheEmployeeoftheFuture
ü ReassessTraditionalCredentialRequirementsü DevelopSkillandPerformanceCriteria
Lesson2:DevelopingaCompellingRecruitingMessage
ü BrandYourselfasanEmployerü UnderstandtheEightEssentialFactorsü CreateYourMessage
Lesson3:PlanningYourRecruitingCampaign
ü DissectRecruitingCampaignsü TargetYourMarketü ExecutetheCampaignü ManagetheCampaign
Lesson4:SelectingtheRightEmployee
ü DevelopaSelectionProcessü ConducttheInterview
AppendixA:CriticalSkillstoLookforintheWorkforceoftheFuture
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162 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Objectives-Youwilldeveloptheskillsyouneedtodeveloptheright-sizedworkforcefortoday'sbusinessneeds.Youwillexploretraditionalhiringcriteriaandcreatenew,moreappropriateemployeeprofiles.Youwillalsocreativelydevelopacompellingmessagetoattractapplicants.Additionally,youwillplanasuccessfulrecruitingcampaign.Yourcapstoneactivityinthiscourseandinrecruitingwillbetoselecttherightemployeetocompletethetaskathand.
TargetAudience-Thiscourseisintendedforhumanresourceprofessionalswithsomelevelofexperiencewithrecruitingwhowanttopositiontheircompaniesforsuccessthroughstrategicrecruitinginitiatives.
Prerequisites–None.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 163
Specialized Business Functions Information technologies
e-Business Solutions
Material Control
Security
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164 CACBUSINESSSEMINARSCATALOGUE
Logistics and Materials Management Training Performance-BasedObjectives
CourseOutline
Lesson1:BusinessOrganization
ü TypesofActivities
ü ReasonsforOrganization
ü OrganizationStructure
ü Organization’sObjectives
ü BusinessProcesses
ü OperatingEnvironment
Lesson2:SupplyChainaspartofBusinessOrganization
ü SupplyChainConcept
ü InformationandMaterialsFlow
ü InternalBusinessrelationsandcommunications
ü ExternalBusinessrelationsandcommunications
ü ProjectPlanning
ü Resources,MaterialsandServicesDemand
ü PurchasingandProcurement
ü Distribution
Lesson3:LogisticsandMaterialsManagementaspartofSupplyChain
ü IntroductiontoLogisticsandMaterialsManagement
ü Resources,EquipmentandMaterialsPlanning
ü MasterScheduling
ü Forecasting
ü InventoryManagement
ü Warehouse
ü MaterialsMovements
ü Transportation
ü AssociatedCostsControl
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CACBUSINESSSEMINARSCATALOGUE 165
CourseDetails
Duration–1day
Description–
Objective–
TargetAudience–LogisticsandMaterialsspecialists
Prerequisites-Therearenoprerequisitesforthiscourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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166 CACBUSINESSSEMINARSCATALOGUE
Strategic IT Planning Skills Performance-BasedObjectives
+ prepare for the strategic IT planning process. + initiate the strategic IT planning process. + develop a strategic IT plan. + execute the plan
CourseOutline
Lesson1:PreparingfortheStrategicITPlanningProcess
ü OverviewofStrategicITPlanning
ü EstablishaStrategicITPlanningCommittee
ü EstablishaStrategyProjectPlan
Lesson2:InitiatingtheStrategicITPlanningProcess
ü EstablishStrategicFoundations
ü ScantheExternalEnvironment
ü ScantheOrganization
ü ScantheITDepartment
Lesson3:DevelopingaStrategicITPlan
ü DeriveITGoals
ü ConvertGoalsintoanActionPlan
ü IdentifyRequirements
ü PerformanInvestmentAnalysis
Lesson4:ExecutingthePlan
ü DocumentthePlan
ü AssignResponsibilityandAuthority
ü EstablishaMonitoringSystem
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CACBUSINESSSEMINARSCATALOGUE 167
CourseDetails
Duration–1day
Description–N/A
Objectives-YouwilldevelopanapproachtoformulatestrategicITprogramsandinitiativescriticalforeffectivelyleadingandmanaginganorganization.
TargetAudience–TheTargetAudienceforthiscourseisanITmanagerandotherseniorprofessionalsresponsibleforstrategicITplanninginanorganization.
Prerequisites-Understandingofbusinessprocesseswithexperienceinpracticalleadership,leadingandmanagingteams,andmanagingchange.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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168 CACBUSINESSSEMINARSCATALOGUE
E-Business: Enterprise Wide Planning Performance-BasedObjectivesPerformance-Based Objectives help students learn the material and enable the instructor to observe that the objective has been successfully completed by each student. Upon completion of this course, students will be able to:
+ WritevisionandmissionstatementsforyourE-Businessandselectplanningstrategiestocarryoutthosestatements.
+ PerformamarketanalysistohelpshapeyourE-Businessplan.+ SelectanE-Businessmodel(s),Websitemodel(s),andWebstrategiesforyourown
E-Business.+ EvaluateandmakedecisionsregardingtheinternaloperationfunctionsforyourE-
Business.+ CreateamarketingstrategyforyourE-Business.+ DevelopafinancialplanforyourE-Business.+ WriteanE-Businessplanusingthecomponentsofatraditionalbusinessplan.
CourseOutline
Lesson1:PlanningandStrategies
ü CompanyVisionandMissionStatementsü E-BusinessStrategiesü E-BusinessPlanningStrategies
Lesson2:MarketAnalysis
ü EssentialData
Lesson3:E-BusinessModelConsiderations
ü TheE-BusinessModelsü WebSiteModels
Lesson4:OperationPlan
ü OperationPlanEssentials
Lesson5:MarketingPlan
ü ComparingWebMarketingtoTraditionalMarketingü DeterminingtheMarketingProgram
Lesson6:FinancialPlan
ü EssentialFinancialPlanElementsü FinancialBenefitsofanE-Business
Lesson7:ComponentsofaBusinessPlan
ü TheElementsThatMakeUpaBusinessPlan
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CACBUSINESSSEMINARSCATALOGUE 169
CourseDetails
Duration–1day
Description–CreatinganE-BusinessentailsmuchmorethanestablishingaWebsite.Itrequirescarefulandthoroughplanning.E-Business:EnterpriseWidePlanningshowsstudentshowtoplananE-Business.Topicssuchasplanningstrategies,marketanalysis,E-Businessmodels,andfinancingareamongthepertinentareasofplanningforanE-Businessthatareexploredinthiscourse.StudentswilllearnhowtoapplyplanningtechniquesintheseareasinordertousewhencreatingtheirownE-Businesses.
Objectives-Aftertakingthiscourse,studentswillbebetterequippedtoplantheirownE-Businesses.
The next course in the Business & Strategy path is E-Business: Enterprise Wide Project Implementation and Management
TargetAudience–TheTargetAudienceforthiscourseisadecision-makingbusinesspersonwhowantstoestablishanE-Business.
Prerequisites-Toensureyoursuccess,werecommendyoufirsttakethefollowingElementKcourseorhaveequivalentknowledge:
E-Business:FundamentalsofE-Commerce,E-Business:PracticalApplications,E-Business:FundamentalsofEnterpriseWideInfrastructure
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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170 CACBUSINESSSEMINARSCATALOGUE
E-Business: Fundamentals of E-Commerce Performance-BasedObjectivesLessonobjectiveshelpstudentsbecomecomfortablewiththecourse,andalsoprovideameanstoevaluatelearning.Uponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ DiscussfundamentalaspectsofE-Commerce,abriefhistoryoftheInternetanditsinfluenceonE-Commerce,thevalidityofpopularE-Commercemyths,andwhyE-Commerceisincreasinglybeingintegratedintothebusinessmodel.
+ Discusscustomerrelationshipmanagement,enterpriseresourceplanning,supplychainmanagement,e-procurement,andknowledgemanagement.
+ Discusscommonimplementationcosts,transactionsandsecurityconcerns,staffingissuesrelatedtoE-Commerce,andtheinternationalmarketplace.
+ Discussdifferentplanning,riskmanagement,andmetricidentificationtechniquesformeasuringthesuccessofE-Commerceinitiatives.
+ ReviewmarketingstatisticsonInternetuserbehavior,differenttypesofmarketingcommunicationspieces,andvisibility-raisingmarketingstrategiesforanE-CommercepresenceontheWorldWideWeb.
+ ResearchinformationaboutE-Commerce-relatedsoftware,hardware,andserviceproviders.
CourseOutline
Lesson1:OverviewofE-Commerce
ü DefiningE-Commerceü HistoryoftheInternetandE-Commerceü DispellingE-CommerceMythsü WhyE-Commerce?
Lesson2:TheE-CommerceDomain
ü CustomerRelationshipManagement(CRM)ü EnterpriseResourcePlanning(ERP)ü SupplyChainManagement(SCM)ü E-Procurementü KnowledgeManagement
Lesson3:FacingChallengesinE-Commerce
ü CostsInvolvedinE-Commerceü InternetTransactionsü SecurityConcernsü StaffingConcernsü TheInternationalMarketplace
Lesson4:AchievingGoalsinE-Commerce
ü PlanningTechniquesforImplementingE-CommerceSolutionsü EvaluatingRiskinE-CommercePlanningü MeasuringtheSuccessofE-CommerceInitiatives
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CACBUSINESSSEMINARSCATALOGUE 171
Lesson5:DevelopingE-CommerceMarketingStrategies
ü InternetStatistics:AReferenceü MarketingCommunication’sontheWeb:AReferenceü MarketingontheInternet:AReferenceü Topictitle
Lesson6:E-Commerce:Hardware,Software,andServiceProviders
ü IdentifyingSoftwareInvolvedinE-Commerceü IdentifyingHardwareInvolvedinE-Commerceü IdentifyingServiceProvidersInvolvedinE-Commerce
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172 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–E-Business:FundamentalsofE-Commerceisanintroductory-levelcoursedesignedtoprovidethestudentwithabasicunderstandingofsomeofthefundamentalconceptsrelatedtoE-Commerce.
Objectives-BytakingE-Business:FundamentalsofE-Commerce,youwillbeginthestudyoffoundationcourseworkintheCACE-businesscurriculum.Thenextcourse,E-Business:PracticalApplications,examinesE-Businesscasestudiesinaproblem-solutionformat.Oncethesetwocoursesarecompleted,youarereadytofollowtheBusiness;StrategypathortheTechnology;Implementationpath,dependingonyourjobroleandinterest.TheBusiness;Strategypathisgearedtowardbusinessdecisionmakersandprojectmanagers.TheTechnology&Implementationpathfocusesondevelopmentandisgearedtowarddevelopersandprogrammers.
TargetAudience–TheTargetAudienceforthiscourseisabusinessprofessionalinterestedinobtainingsomeintroductoryknowledgeofE-Commerce.
Prerequisites–
+ TechnicalIntroductiontotheInternet(suggested)+ FamiliaritywithbasicInternet-relatedactivities,suchasusingaWebbrowserand
sendingemail.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 173
E-Business: Fundamentals of Enterprise Wide Infrastructure Performance-BasedObjectives
Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:
+ DiscussthemaindifferencesbetweenE-CommerceandE-Business,reviewseveralE-Businesstrends,discovertheimpactofE-Businessoncreatingabusinessplan,anddiscussE-Businessarchitecture.
+ DiscussCRMcorecompetencies,organizationalchallenges,CRMimplementationtrends,andcommonCRMimplementationplanningstrategies.
+ Defineselling-chainmanagement'scorecompetencies,SMbusinessdrivers,andaspectsofSMinfrastructure.
+ DiscussbusinessdriversforimplementingERP,coreaspectsofERPinfrastructure,commonERPapplicationsinindustry,andcommonERPimplementationplanningstrategies.
+ DiscussSCMcorecompetencies,planningandexecutionprocesses,supplychainfusion,managementissues,andcommonSCMimplementationplanningstrategies.
+ DiscussE-Procurementbusinessdrivers,operatingresourceprocurement,commonE-Procurementbusinessproblems,buy-sideandsell-sideapplications,andcommonE-Procurementimplementationplanningstrategies.
+ Discusscoreknowledgemanagementapplicationclasses,businessdriversforKM,coreKMarchitecturalcharacteristics,andcommonKMimplementationplanningstrategies.
CourseOutline
Lesson1:MovingTowardanE-BusinessInfrastructure
ü TurningE-CommerceintoE-Businessü SpottingTrendsü DesigningE-Business:It'sMorethanTechnologyü BuildingE-Business:It'sAllaboutArchitecture
Lesson2:IntegratingCustomerRelationshipManagementProcesses
ü SupportingRequirementsforCRMCoreCompetenciesü MeetingOrganizationalChallengestoCRMImplementationü SpottingTrendsRelatedtoCRMInfrastructureImplementationü PlottingaCourseforImplementingtheCRMInfrastructure
Lesson3:IntegratingSelling-chainManagementProcesses
ü DefiningSelling-chainManagementü BusinessDriversforSelling-chainManagementü TheSelling-chainManagementInfrastructure
Lesson4:IntegratingEnterpriseResourcePlanningProcesses
ü BusinessDriversforERPü DeterminingERPArchitectureandItsEffectontheCompany
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174 CACBUSINESSSEMINARSCATALOGUE
ü ERPApplicationsinIndustryü ApproachestoImplementingERPü FutureTrendsinERP
Lesson5:IntegratingSupplyChainManagementProcesses
ü Internet-basedSCM:TheExtendedEnterpriseü Internet-basedSCM:SupplyChainPlanningandExecutionü Internet-basedSCM:SupplyChainFusionü ManagingSCMü PlottingaCourseforImplementingtheSCMInfrastructure
Lesson6:IntegratingE-ProcurementProcesses
ü BusinessDriversforE-Procurementü DefiningOperatingResourceProcurementü SolvingtheProcurementBusinessProblemü Buy-side,Sell-side,AllaroundtheWebü PlottingaCourseforImplementinganE-ProcurementInfrastructure
Lesson7:IntegratingKnowledgeManagementProcesses
ü EmergingKnowledgeManagementClassesü DriversforKnowledgeManagementIntegrationü TheArchitecturalFrameworkforKnowledgeManagementProcessesü PlottingaCourseforImplementingaKnowledgeManagementInfrastructure
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CACBUSINESSSEMINARSCATALOGUE 175
CourseDetails
Duration–1day
Description–E-Business:FundamentalsofEnterpriseWideInfrastructureisanintermediatecoursethatprovidesanunderstandingofthemainfunctionalareasofE-Businessapplicationsforthebusinessprofessional.
Objectives-BytakingE-Business:FundamentalsofEnterpriseWideInfrastructure,youwillcontinueinthestudyofcourseworkintheCACE-Businesscurriculum.Thenextcourse,E-Business:EnterpriseWideProjectImplementationandManagement,examinestheapplicationofprojectmanagementtechniquestoE-Businessimplementationprojects.
TargetAudience–TheTargetAudienceforthiscourseisabusinessprofessionalinterestedinobtainingsomeintermediateknowledgeofE-Business.
Prerequisites–
+ E-Business:FundamentalsofE-Commerce+ E-Business:PracticalApplications+ FamiliaritywithbasicInternet-relatedactivities,suchasusingaWebbrowserand
sendingemail.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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176 CACBUSINESSSEMINARSCATALOGUE
E-Business: Small Business Site Planning and Development Performance-BasedObjectives
Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:
+ EstablishanE-Commerceplan,identifyE-Commerceequipmentrequirements,identifyE-Commercesoftwarerequirements,evaluateInternetconnectiondevices,andunderstandhowtousetheWebtogethelpforyoursmallbusiness.
+ UnderstandthedifferencebetweenusinganInternetServiceProvider(ISP),anonlinemall,oraWebhostingservicethatprovidesyouwithcompleteE-Commercesolutions.
+ DevelopaWebsitedesignplan,createanonlinecatalog,andcreateanelectronicstorefrontenvironment.
+ Identifymethodsofpayment,enablecreditcardpurchases,useonlinepaymentsystems,andtrackfinances.
+ IdentifyhowtocreateasecureenvironmentanddiscusslegalissuesinvolvedwithcreatinganE-Commercebusiness.
+ Discusstheimportanceofmarketing,registerwithsearchengines,anddiscussotherInternetmarketingtechniques.
+ UseCustomerRelationshipManagement(CRM)toestablishrelationshipswithexistingcustomersanduseCRMtoenhancerelationshipswithexistingcustomers.
CourseOutline
Lesson1:PlanningYourE-CommerceSiteandGatheringtheNecessaryEquipment
ü EstablishinganE-CommercePlanü E-CommerceEquipmentRequirementsü E-CommerceSoftwareRequirementsü InternetConnectionDevicesü UsingtheWebtoGetHelpforyourSmallBusiness
Lesson2:ChoosingaWebHostingService
ü UsinganInternetServiceProvider(ISP)ü UsinganOnlineMallü UsingaWebHostingServicethatProvidesCompleteE-CommerceSolutions
Lesson3:CreatingYourE-CommerceStorefront
ü DevelopingaWebSiteDesignPlanü CreatinganOnlineCatalogü CreatinganElectronicStorefrontEnvironment
Lesson4:EnablingE-CommerceonYourSite
ü PaymentMethodsü AcceptingCreditCardPurchasesü UsingOnlinePaymentSystemsü TrackingYourFinances
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CACBUSINESSSEMINARSCATALOGUE 177
Lesson5:SiteSecurityandLegalIssuesforYourE-CommerceStorefront
ü CreatingaSecureEnvironmentü YourE-CommerceBusinessandtheLaw
Lesson6:MarketingYourSite
ü TheImportanceofMarketingü RegisteringWithSearchEnginesü OtherInternetMarketingTechniques
Lesson7:CustomerRelationshipManagementfortheE-CommerceSmallBusiness
ü UsingCRMtoEstablishRelationshipswithExistingCustomersü UsingCRMtoEnhanceRelationshipswithYourCustomers
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178 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–1day
Description–StudentswilllearnhowtoplananddevelopanE-Commercesmallbusiness.
Objectives-StudentswilllearnhowtoplananddevelopanE-Commercesmallbusiness.
TargetAudience–Thiscourseistargetedtothesmallbusinessowner,manager,orequivalentwhowishestoconductE-CommercetransactionsviatheInternet.StudentsenrollinginthiscourseshouldunderstandbasicE-CommerceandInternetconcepts,andhaveanideaofwhatproductsand/orservicestheywishtosell.
Prerequisites-Studentsshouldhaveafundamentalknowledgeofcomputers,businessoperations,E-Commerce,andtheInternet.Inaddition,youwillneedprintersifyouwanttoprintthedatafilescreatedinthecourse.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 179
Logistics and Incoterms Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ Beabletodescribetheprinciplesoflogisticsanddeterminetheappropriate
logisticalarrangementsforarangeofrequirements+ Understandtheneedforinsuranceandthetypesofcoverageavailable+ UnderstandtheprosandconsofdifferentIncotermsandtheappropriateuseof
Incoterms+ Knowaboutlossprevention,meansandactionstoputinplacetominimizeor
preventloss+ Knowaboutcustomsproceduresanddocumentationandthemostcommon
documentsrequiredforexport/import+ Beabletodecideonmethodsofshipmentdependingonvariousfactors+ UnderstandthefunctionsoftheAirWaybill(AWB)andBillofLading(B/L)Course
Outline
CourseOutline
LessonTopics:
ü Principlesoflogisticsandsupplychainmanagementü Logisticalarrangementsü Incoterms2010andtheirappropriateuseü Packing&markingü Modesoftransportationü Shippingdocumentationü Insuranceü Freightforwardingarrangementsü Customsclearanceproceduresanddocumentation
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180 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–2day
Objectives-Toprovidecourseparticipantswith:ü Aclearunderstandingoftheprinciplesofeffectivelogisticalarrangementsandto
understandmethodsofmitigatingrisksandtooptimizetheorganization’slogisticalactivities
ü Thecapabilitytoplan,implementandevaluatealogisticalexerciseappropriatetothevalue/riskofthegoodsbeingtransported.
TargetAudience–Thiscourseisdesignedforthoseworkinginthepublicsectorwhoareinterestedingainingacomprehensiveoverviewofappropriatelogisticalarrangements,documentationandIncoterms.
Specifically,itisrelevanttothosenewtotheprocurementfunctionorlogistics,orthosewhohaveworkedinthefunctionforsometime,buthavenotpreviouslyundertakenformaltraining.Additionally,thoseworkinginfunctionsthatincludecloseinteractionwiththeprocurementorlogisticsfunction,suchasprogramandprojectstaffwhowouldlikeacloserunderstandingoflogisticalactivitieswouldfindthiscourserelevant.
Prerequisites–N/A.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 181
Green IT Foundations Performance-BasedObjectivesUponsuccessfulcompletionofthiscourse,studentswillbeableto:
+ describeclimatechangeandinitiativestoaddressitseffectsontheenvironment.+ describethebasicsofgreenITandgreenalternatives.+ describetheexternalandinternaldriversforadoptinggreenITinitiatives.+ describehowtomanagegreenprocurement.+ describethemanagementofITconsumables.+ describethemethodsusedforITassetdisposal.+ identifythestepsinvolvedintheimplementationofagreenITstrategyinan
organization.+ describeagreenITactionplananditsconstituents.+ describegreenauditingandfinance.+ analyzegreenaccountingmethods.+ identifytheimportanceofdatacentersintheITindustry,theirimpactonthe
environment,andthemetricsrelatedtogreendatacenters.+ describesomeimportantconsiderationswhendesigningagreendatacenter.+ describetheroleofresourceconsolidationandvirtualizationingreeningadata
center.+ describewaystogreenthedatabackupinfrastructure.+ describethepracticestogreentheofficepremisesandreducee-waste.+ describetheinternationalinitiatives,standards,andlawsgoverningclimatechange
andgreening.
CourseOutline
Lesson1:IdentifyingGlobalClimaticChangesandItsCountermeasures
ü IdentifyChangestotheGlobalClimateü ExamineCarbonEmissionsandCarbonFootprintsü ExaminetheInitiativestoAddressClimateChange
Lesson2:ExaminingtheBasicsofGreenITandGreenAlternatives
ü OverviewofITü DescribetheBasicsofGreenITü IdentifytheChallengesandBenefitsofGreenITü IdentifyGreenwashü ExamineITWasteü ExamineGreenAlternatives
Lesson3:ExaminingtheDriversofGreenITInitiatives
ü IdentifyExternalDriversfortheAdoptionofGreenITInitiativesü ReduceOverheadandEnergyConsumptionü EnhancetheOrganization'sReputationü ImplementaSustainableBusinessStrategy
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182 CACBUSINESSSEMINARSCATALOGUE
Lesson4:ManagingGreenProcurement
ü DescribeGreenProcurementü IncorporateaGreenITProcurementFrameworkü IdentifytheSignificanceofaGreenSupplyChain
Lesson5:ManagingITConsumables
ü DescribeEnergyManagementü DescribeTemperatureManagementü ExamineDocumentManagementü IdentifyHardwareManagement
Lesson6:ManagingITAssetDisposal
ü DescribeITAssetDisposalü IdentifyRecyclingComplianceOrganizations
Lesson7:ExecutingaGreenITStrategy
ü ChooseaGreenITStrategyü PlanforaGreenITStrategyü ImplementaGreenITStrategy
Lesson8:ExaminingaGreenITActionPlan
ü IdentifyaGreenITActionPlanü EngageandManageEmployeesandStakeholdersü ManageRisksandChangesinaGreenITActionPlan
Lesson9:ExaminingGreenAuditingandFinance
ü ExamineGreenAuditingü ExamineGreenFinanceandAccounting
Lesson10:AnalyzingGreenAccountingMethods
ü IdentifyTechniquesforCalculatingCarbonFootprintsü CalculateLifeCycleCostü CalculateTotalCostofOwnershipü CalculatePaybackPeriod
Lesson11:IntroducingGreenDataCenters
ü ExamineConventionalDataCentersü DescribeGreenDataCentersü AssessmentofDataCenters
Lesson12:DeterminingtheDesignofGreenDataCenters
ü ExaminetheDesignofGreenDataCenterBuildingsü DescribeGreenDataCenterPowerandCablingü ImplementTemperatureControlinGreenDataCentersü DescribeRefrigerantsandFireSuppressantsü IntroduceGreenHardwareinDataCenters
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CACBUSINESSSEMINARSCATALOGUE 183
Lesson13:ConsolidatingandVirtualizingtheResources
ü IntroduceResourceConsolidationandVirtualizationü ApplyVirtualizationofServersandDesktopsü DescribeConsolidationandVirtualizationofStorageandNetworks
Lesson14:GreeningtheDataBackupInfrastructure
ü DescribeConventionalBackupandRecoveryMethodsü IdentifyGreenMethodsforDataBackupandRecovery
Lesson15:GreeningtheOfficePremises
ü GreentheOfficeEquipmentü MinimizeE-WasteintheOfficeü IntroducePaperlessOffices
Lesson16:ExaminingtheInternationalInitiatives,Standards,andLaws
ü DescribetheInternationalInitiativesforClimateChangeMitigationü DescribeInternationalStandardsandCertificationsforGreeningBusinessesü DescribetheVoluntaryGreenITInitiativesü DescribetheExistingNorthAmericanLawsü DescribetheExistingLawsinOtherRegions
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184 CACBUSINESSSEMINARSCATALOGUE
CourseDetails
Duration–3days
Objectives-YouwillestablishaframeworkfromwhichaneffectivegreenITstrategycanbebuilt.
TargetAudience-AnITadministrativemanager,financemanager,oraseniormanagerofanorganizationwhoneedstobecomemoreawareof“GreenIT”,itsrelatedterminology,andanunderstandingofbestpracticestofacilitatetheestablishmentandimplementationofgreenITinanorganization.
Prerequisites-ThiscoursedoesnotrequireanyprerequisiteknowledgeofGreenIT.However,studentsshouldbefamiliarwithfundamentalmanagementpracticessuchasplanning,creating,andimplementingorganizationalstrategies.AbaseknowledgeofmanagementofpeopleandfinanceandspecificknowledgeofchallengesinvolvedinreducingequipmentandoperationalcostsoftheITdepartmentinanorganizationmaybehelpful.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.
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CACBUSINESSSEMINARSCATALOGUE 185
Information Management Fundamentals Performance-BasedObjectives
Uponsuccessfulcompletionofthiscourse,studentswillbeableto:+ Seekknowledgeanddata+ Extractdatafromknowledge.+ Gatherinformation+ Filterinformation.+ Understanddatabaseconcept.+ Manageinformation.+ Understandinformationtransferbarriers.+ Userdata/informationmanagementtools+ Builddataquery.+ VisualizeData.+ Reportinformation.
CourseOutline
Lesson1:Etymology
ü Knowledgeü Dataü Informationü DecisionMaking
Lesson2:IntroductiontoData
ü DataSourcesü DataTypesü DataCollectionMethodsDataBasicCollections
Lesson3:DataStoring
ü Databaseü DataStructureü Databasedesignconcept
Lesson4:DataManagementTools
ü Datasorting/filtering/queryingü DataManagementApplicationsü DocumentManagement/datasharingDataSecurity
Lesson5:GeneratingReports
ü Datareporttypesü DataVisualizationMethodsForecasting/Survey/Analytics
Lesson6:InformationTransfer
ü Communication
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186 CACBUSINESSSEMINARSCATALOGUE
ü Informationtransferbarriersü Transfermethods,types,stylesandformsü PresentingInformationü PresentationTypes
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CACBUSINESSSEMINARSCATALOGUE 187
CourseDetails
Duration-16hours(2days)Certification–N/A
Description–Thiscoursedescribesrelationshipsbetweenknowledge,dataandinformation.Youwilllearntogather,store,manageandsharedata,tobuildqueriesanddatareports,toeffectivelycommunicateandpresentinformation.
CourseObjective–Youwillworkwithrawdataandmanageitthroughapplicationandtools.Youwillgeneratevariousreports.
TargetStudent-Thiscoursewasdesignedforpersonswhogather,analyze,andreportdata.
DeliveryMethod-Instructorled,group-paced,classroom-deliverylearningmodelwithstructuredhands-onactivities.