Series Course Title

The Foundations of Six SigmaAre You Listening to Your Customers?Quick Wins in Six Sigma ImplementationSix Sigma Versus TQMLean Inbound TransportationA Critical-to-quality Tree - What’s That?Basic Measurement Concepts in Six SigmaDoes Your Business Really Need Six Sigma?Identifying Candidates for Key Six Sigma Roles

Operations ManagementOperations Management and the OrganizationOperations Management: Product and Service ManagementOperations and Supply Chain ManagementOperations Management: Inventory ManagementOperations Management: Forecasting and Capacity PlanningOperations Management: Operations SchedulingOperations Management: Management of QualityOperations Management: Facilities Planning and Management

Six Sigma Green Belt: Six Sigma and the OrganizationSix Sigma and Organizational GoalsLean Principles and Six Sigma ProjectsDesign for Six Sigma and FMEA

Six Sigma Green Belt: DefineSix Sigma Project IdentificationVoice of the Customer in Six SigmaBasics of Six Sigma Project ManagementSix Sigma Management and Planning ToolsPerformance Metrics for Six SigmaSix Sigma Project Team Dynamics and Performance

Six Sigma Green Belt: MeasureProcess Documentation and Analysis in Six SigmaBasic Probability and Statistical Distributions in Six SigmaData Classification, Sampling, and Collection in Six SigmaStatistics and Graphical Presentation in Six SigmaMeasurement System Analysis in Six SigmaProcess and Performance Capability Measurement in Six Sigma

Six Sigma Green Belt: AnalyzeMulti-vari Studies, Correlation, and Linear Regression in Six SigmaIntroduction to Hypothesis Testing and Tests for Means in Six SigmaHypothesis Tests for Variances and Proportions in Six Sigma

Six Sigma Green Belt: ImproveDesign of Experiments in Six SigmaRoot Cause Analysis and Waste Elimination in Six Sigma

Series Course Title

Cycle Time Reduction and Kaizen in Six SigmaSix Sigma Green Belt: Control

Statistical Process Control and Control Plans in Six SigmaCreating and Using Control Charts in Six SigmaLean Tools for Process Control in Six Sigma

Manager of Quality/Organizational ExcellenceLeadershipTeam DynamicsDeveloping and Deploying Strategic PlansManagerial Skills and AbilitiesCommunication Skills and Project ManagementQuality Systems, Models, and TheoriesProblem-Solving and Process Management ToolsMeasurement: Assessment and MetricsCustomer-Focused ManagementSupply Chain ManagementTraining and Development

Six Sigma Yellow Belt: Six Sigma FundamentalsSix Sigma and Lean Foundations and PrinciplesSix Sigma Team Basics, Roles, and ResponsibilitiesSix Sigma Quality ToolsSix Sigma Metrics

Six Sigma Yellow Belt: DefineIdentifying Six Sigma ProjectsSix Sigma Project Management Basics

Six Sigma Yellow Belt: MeasureBasic Statistics for Six SigmaData Types and Data Collection in Six SigmaSix Sigma and Measurement System Analysis

Six Sigma Yellow Belt: AnalyzeLean Tools and FMEA in Six SigmaSix Sigma Data Analysis and Root Cause AnalysisBasics of Correlation, Regression, and Hypothesis Testing for Six Sigma

Six Sigma Yellow Belt: Improve and ControlSix Sigma Improvement TechniquesControl Tools and Documentation in Six Sigma

Leading Sustainable Process ImprovementStakeholder-driven Process ImprovementMapping and Measuring to Support Sustainable Process ImprovementImplementing and Sustaining Process ImprovementSpearheading a Process Improvement

Six Sigma Black Belt (2015 BOK): Organization-wide Planning and DeploymentFundamentals of Lean and Six Sigma and their ApplicationsSix Sigma Project Selection, Roles, and Responsibilities

Series Course Title

Six Sigma Strategic Planning and DeploymentSix Sigma Black Belt (2015 BOK): Organizational Process Management and Measures

Impact on Stakeholders and Benchmarking for Six SigmaUsing Business and Financial Measures in Six Sigma

Six Sigma Black Belt (2015 BOK): Team ManagementSix Sigma Team Dynamics, Roles, and Success FactorsSix Sigma Team Facilitation and LeadershipSix Sigma Team Dynamics and Training

Six Sigma Black Belt (2015 BOK): DefineDetermining Requirements by Listening to the Voice of the Customer in Six SigmaSix Sigma Business Case, Project Charter, and Tools

Six Sigma Black Belt (2015 BOK): MeasureProcess Flow Metrics and Analysis Tools for Six SigmaData Types, Sampling, Collection, and Measurement in Six SigmaSix Sigma Measurement Systems and MetrologyUsing Basic Statistics and Graphical Methods in Six SigmaProbability and Probability Distributions in Six SigmaDetermining Process Performance and Capability in Six Sigma

Six Sigma Black Belt (2015 BOK): AnalyzeMeasuring and Modeling Relationships between Variables in Six SigmaBasics of Hypothesis Testing and Tests for Means in Six SigmaTests for Variances and Proportions, ANOVA, and Goodness-of-fit in Six SigmaMultivariate Tools and Nonparametric Tests in Six SigmaFMEA and Other Nonstatistical Analysis Methods in Six Sigma

Six Sigma Black Belt (2015 BOK): ImproveUnderstanding DOE and Planning Experiments in Six SigmaDesigning, Conducting, and Analyzing Experiments in Six SigmaLean Improvement Methods and Implementation Planning in Six Sigma

Six Sigma Black Belt (2015 BOK): ControlStatistical Process Control (SPC) and Control Charts in Six SigmaUsing Lean Control Tools and Maintaining Controls in Six SigmaSustaining Six Sigma Improvements

Six Sigma Black Belt (2015 BOK): Design for Six Sigma (DFSS)Common DFSS Methodologies, Design for X, and Robust Designs

Six Sigma: Champion TrainingIntroduction to Six Sigma for ChampionsSix Sigma Process ImprovementSix Sigma Projects and Project TeamsManaging and Deploying Six Sigma

Fundamentals of Lean for Business OrganizationsIntroduction to Lean for Service and Manufacturing OrganizationsUsing Lean for Perfection and QualityLean Tools and Techniques for Flow and PullReducing Waste and Streamlining Value Flow Using Lean

Series Course Title

Value Stream Mapping in Lean BusinessApplying Lean in Service and Manufacturing OrganizationsFive Steps to Perfection: Implementing LeanValue Stream Maps for Non-manufacturing Processes

Purchasing and Vendor Management EssentialsFundamentals of Purchasing and Vendor ManagementPurchasing: Finding Sources of SupplySelecting Suppliers and Administering ContractsEvaluating Supplier Performance and Managing Supplier Relationships

Operations Management: Efficiency of ProductionOperations Management Functions and StrategiesStrategic Product and Service ManagementSupply Chain Management Basics: Cutting Costs and Optimizing DeliveryInventory Management: Aligning Inventory with Production and DemandOptimizing Operations Using Demand Forecasting and Capacity Management

Mentoring AssetMentoring Six Sigma Green Belt (SSGB)Mentoring Six Sigma Yellow Belt (SSYB)

Test PrepsTestPrep Six Sigma Green Belt (SSGB)TestPrep Six Sigma Yellow Belt (SSYB)

Moving From an Operational Manager to a Strategic ThinkerEffective Critical Analysis of Business ReportsLeading Outside the OrganizationReturning to Core CompetenciesCompetitive Awareness and Strategy

The Fundamentals of GlobalizationThe Fundamentals of Globalization: The Global ContextFundamentals of Globalization: Analyzing the Global EnvironmentThe Fundamentals of Globalization: Strategies for GlobalizationFundamentals of Globalization: Managing in a Global EnvironmentManaging Expatriates' Career DevelopmentThe Etiquette of Cross-cultural Gift GivingEvaluating Globalization OpportunitiesFinal Exam: The Fundamentals of Globalization

IT Strategy EssentialsIT Strategy Essentials: Business and IT Strategy AlignmentIT Strategy Essentials: Creating an IT Strategy PlanIT Strategy Essentials: Implementing an IT StrategyFinal Exam: IT Strategy Essentials

Business Planning EssentialsBusiness Planning Essentials: Preparing a Business PlanBusiness Planning Essentials: Performing Key Analyses

Series Course Title

Business Planning Essentials: Preparing for ImplementationFinal Exam: Business Planning Essentials

Risk ManagementRisk Management: Identifying RiskRisk Management: Assessing RiskRisk Management: Dealing with RiskFinal Exam: Risk Management

Leading and Implementing Sustainable Green Business StrategiesIntroduction to Green Business and SustainabilityGreen Business: Planning Sustainability StrategiesGreen Business: Implementing Sustainability StrategiesFinal Exam: Leading and Implementing Sustainable Green Business Strategies

Business Law EssentialsBusiness Law Basic ConceptsBusiness Law and EthicsBusiness Law and the Manager's ResponsibilitiesFinal Exam: Business Law Essentials

Developing Strategic Thinking AcumenDeveloping the Capacity to Think StrategicallyDeveloping the Strategic Thinking Skill of Seeing the Big PictureUsing Strategic Thinking SkillsEffective Critical Analysis of Business ReportsReturning to Core CompetenciesCompetitive Awareness and StrategyFinal Exam: Developing Strategic Thinking Acumen

Fundamentals of Business PlanningPreparing and Implementing a Business Plan

Strategic Marketing in ActionSales and Marketing: Two Sides of the Same Coin?Trade Show Marketing - Planning AheadIncreasing Competitiveness through Collaboration

Digital MarketingDigital Marketing: Getting to the CustomerSearch Engine Marketing: Getting Discovered by the CustomerManaging Your Reputation Through Content Marketing and Online PRDigital Marketing Partnerships, Sales, and After-sales Processes

Marketing EssentialsMarketing Essentials: Introduction to MarketingMarketing Essentials: Planning and PeopleMarketing Essentials: Product and PriceMarketing Essentials: PlaceMarketing Essentials: PromotionMarketing Essentials: Marketing and Ethics

Series Course Title

Designing Products to Fit the ChannelUsing Web Analytics to Increase Sales

Competitive Marketing StrategiesCompetitive Marketing Strategies: Conducting an Internal AnalysisCompetitive Marketing Strategies: Analyzing CompetitorsCompetitive Marketing Strategies: Selecting and Implementing Strategies

Strategic Brand ManagementBuilding Lasting Customer-brand RelationshipsDeveloping a Brand InternallyGlobal Brand ManagementBrand Management for Social Media and Wireless Technologies

Finance and Accounting Essentials for Non-financial ProfessionalsPrinciples of Accounting and Finance for Non-financial ProfessionalsCash Flow Management Essentials for Non-financial ProfessionalsThe Time Value of Money and Investment Decisions for Non-financial ProfessionalsThe Essentials of Budgeting for Non–financial ProfessionalsFinancial Statements for Non-financial ProfessionalsAnalyzing Financial Statements for Non-financial ProfessionalsIncreasing Cash Flow in Times of NeedAttracting New Investors - Keeping Presentations FocusedWhat's Your Gross Profit Margin Really Saying?Recognizing The Value of Intangible AssetsRecession: How it Affects BusinessAssessing Nonrecurring Items in Income StatementsThe Time Value of Money: Possible PitfallsUsing Financial Analysis for Credit Decisions

Accounting FundamentalsBasic Accounting Principles and FrameworkThe Accounting Equation and Financial StatementsThe Accounting Cycle and Accrual AccountingAccounting Transactions and Books of AccountTrial Balance & Adjusting EntriesThe Income StatementThe Balance SheetThe Cash Flow StatementAccounting for Companies' Stock Transactions and DividendsOutsourcing Financial ActivitiesDeconstructing the Balance SheetFinal Exam: Accounting Fundamentals

Budgeting EssentialsOrganizational Budgeting Activities and the Master BudgetPlanning and Preparing an Operating Budget

Series Course Title

Preparing Operating Budgets and the Cash BudgetUsing Budgets for Management and ControlFinal Exam: Budgeting Essentials

Auditing EssentialsIntroduction to AuditingAuditing for Internal Control and Risk AssessmentAuditing the Revenue CycleAuditing for Cash and InventoriesUsing Audits to Help Prevent Business FraudFinal Exam: Auditing Essentials

Capital Budgeting EssentialsCapital Budgeting: The Capital Budgeting ProcessCapital Budgeting: Net Present Value and Internal Rate of ReturnCapital Budgeting: Discounted Payback Period and Profitability IndexCapital Budgeting: Capital AllocationFinal Exam: Capital Budgeting Essentials

Bank Branch Operations ManagementBank Branch Management: Mortgage and Auto LoansBank Branch Management: Payment and Settlement SystemsBank Branch Management: Teller Roles and Credit Card OperationsBank Branch Management: Dealing with Operational and Credit RisksBank Branch Management: Internal Controls and Banking TechnologyBank Branch Management: Branch Security and Fraud

Commodity and Energy Markets, Futures, and ForwardsCommodity and Energy Markets and DerivativesFutures Fundamentals: Commodity, Equity, and Currency FuturesInterest Rate Futures and Forward Rate Agreements

Insurance Concepts, Types, and AnnuitiesInsurance Basics, Underwriting, and Actuarial PracticesLife, Health, and General InsuranceSpecial Insurance Arrangements: Group Insurance, Reinsurance, and Annuities

Mutual Fund Concepts, Portfolio Management, and RegulationsMutual Funds: Basic Concepts, Structure, and TypesMutual Funds: Portfolio Management and AccountingMutual Funds: Performance Evaluation and Regulations

Global Banking Supervision and Anti-Money Laundering RegulationsBanking Supervision and Corporate GovernanceInternal Control and Audits in BanksSpecial Banking Risks and their ManagementAnti-money Laundering and Global InitiativesAnti-money Laundering and Regulatory Framework

Bank Risks and Capital Adequacy PlanningBasel Regulations and Capital Adequacy Requirements

Series Course Title

Capital Adequacy Planning ApproachesBasel Regulations and Bank Risk Management

Basel II and Basel III: An OverviewIRB Framework and Risk-rating SystemIRB Approach for Corporate and Retail ExposuresQuantification of IRB SystemsData Maintenance and Oversight for IRB SystemsBasel Regulations and Operational Risk ManagementOperational Risk and Advanced Measurement ApproachOperational Risk Identification, Assessment, and QuantificationOperational Risk Management Framework, Process, and Applications

Basel III and Liquidity Risk ManagementManagement and Supervision of Liquidity RiskLiquidity Risk Measurement, Monitoring, and Application of Standards

Counterparty Credit Risk and Credit RatingDerivative Contracts: Futures, Forwards, Swaps, and OptionsMeasuring Credit Risk of Derivative ContractsMitigating Credit RiskCredit Rating Systems and Capital Reserves

Credit Risk AnalysisCredit Analysis and Loan Pricing and RegulationsFinancial Analysis for Credit Risk DeterminationNonfinancial Credit and Asset AnalysisProblem Loans and Risk Analysis for Common LoansRisk Analysis for Specialized Loans

Credit Derivative InstrumentsCredit Derivatives and Credit RiskClassical Credit Derivatives and Total Return SwapsSecuritization and Asset-backed SecuritiesCredit-linked and Repackaged NotesCredit Default Swaps and Credit Spread OptionsCredit Derivatives ApplicationsCredit Derivatives: Pricing and Operational IssuesCredit Derivatives: Regulatory, Legal, and Taxation Issues

Essentials of Interviewing and HiringEssentials of Interviewing and Hiring: Screening Applicants for InterviewingEssentials of Interviewing and Hiring: Preparing to InterviewEssentials of Interviewing and Hiring: Conducting an Effective InterviewEssentials of Interviewing and Hiring: Behavioral Interview TechniquesEssentials of Interviewing and Hiring: Selecting the Right CandidateGuarding Against Interviewing BiasesConducting Interviews: Asking the Right QuestionsCreating a Compelling Job Description

Series Course Title

Hiring Strategic ThinkersHiring a New EmployeeFinal Exam: Essentials of Interviewing and Hiring

Organizational BehaviorFundamentals of Organizational Behavior for the IndividualFundamentals of Organizations – GroupsUnderstanding Organizational Power and PoliticsOrganizational Structure and Employee BehaviorOrganizational Behavior: Dynamics of a Positive Organizational CultureFinal Exam: Organizational Behavior

Recruiting and Retention StrategiesRecruiting TalentRetaining Your Talent PoolFringe Benefits: Maintaining a Competitive Hiring AdvantageAligning Recruitment to Job RequirementsPreventing High Turnover Rates: How to Keep The BestDisciplines of Organizational Learning: Personal MasterySurviving the Talent CrunchFinal Exam: Recruiting and Retention Strategies

The role of HR as a Business PartnerHR as Business Partner: From Cost Center to Strategic PartnerHR as Business Partner: Linking HR Functions with Organizational GoalsHR as Business Partner: Managing Talent for Organizational SuccessHR as Business Partner: Using Metrics and Designing Strategic InitiativesFinal Exam: The role of HR as a Business Partner

Human Resources Core Knowledge (HRCI: PHR/SPHR-aligned)Human Resources Core Knowledge: Skills, Concepts, and ToolsHuman Resources Core Knowledge: Functions and ActivitiesFinal Exam: Human Resources Core Knowledge (HRCI: PHR/SPHR-aligned)

Business Management and Strategy (HRCI: PHR/SPHR-aligned)Business Management and Strategy: The HR Function and Business EnvironmentBusiness Management and Strategy: HR and the Strategic Planning ProcessBusiness Management and Strategy: HR Functions and RolesFinal Exam: Business Management and Strategy (HRCI: PHR/SPHR-aligned)

Workforce Planning and Employment (HRCI: PHR/SPHR-aligned)Workforce Planning and Employment: Employment LegislationWorkforce Planning and Employment: Recruitment StrategiesWorkforce Planning and Employment: Sourcing and Selecting CandidatesWorkforce Planning and Employment: Orientation, Onboarding, and Exit StrategiesFinal Exam: Workforce Planning and Employment (HRCI: PHR/SPHR-aligned)

Human Resource Development (HRCI: PHR/SPHR-aligned)Human Resource Development: Regulations and Organizational DevelopmentHuman Resource Development: Employee TrainingHuman Resource Development: Performance Appraisal and Talent Management

Series Course Title

Final Exam: Human Resource Development (HRCI: PHR/SPHR-aligned)Compensation and Benefits (HRCI: PHR/SPHR-aligned)

Compensation and Benefits: Regulations, Strategies, and Needs AssessmentCompensation and Benefits: Managing Policies, Programs, and ActivitiesCompensation and Benefits: Organizational ResponsibilitiesFinal Exam: Compensation and Benefits (HRCI: PHR/SPHR-aligned)

Employee and Labor Relations (HRCI: PHR/SPHR-aligned)Employee and Labor Relations: Employment Regulations and Organizational ProgramsEmployee and Labor Relations: Behavioral and Disciplinary Issues and ResolutionEmployee and Labor Relations: Unions and Collective BargainingFinal Exam: Employee and Labor Relations (HRCI: PHR/SPHR-aligned)

Risk Management (HRCI: PHR/SPHR-aligned)Risk Management: Organizational Risk and Safety and Health LegislationRisk Management: Workplace Safety, Security, and PrivacyFinal Exam: Risk Management (HRCI: PHR/SPHR-aligned)

Strategic Human Resource Management (HRCI: SPHR-aligned)Strategic HR for SPHR Exam Candidates Part IStrategic HR for SPHR Exam Candidates Part IIFinal Exam: Strategic Human Resource Management (HRCI: SPHR-aligned)

SHRM-CP/SCP: HR CompetenciesHR Competencies: Leadership and Ethical PracticeHR Competencies: Business Acumen and Relationship ManagementHR Competencies: Consultation and Critical EvaluationHR Competencies: Global and Cultural Effectiveness and Communication

SHRM-CP/SCP: Management of PeopleManagement of People: Talent Acquisition and RetentionManagement of People: Employee EngagementManagement of People: Learning and DevelopmentManagement of People: Total Rewards

SHRM-CP/SCP: Organization and the HR FunctionOrganization and HR: Structure of the HR FunctionOrganization and HR: Organizational Effectiveness and DevelopmentOrganization and HR: Workforce Management and Using Technology and DataOrganization and HR: Employee Relations

SHRM-CP/SCP: Workplace Management and HRWorkplace Management: Global HR, Diversity, and InclusionWorkplace Management: Risk ManagementWorkplace Management: Corporate Social ResponsibilityWorkplace Management: Employment Laws and Regulations

SHRM-CP/SCP: HR Strategy ManagementHuman Resource Strategy Management: Strategic PlanningHuman Resource Strategy Management: Business and HR Strategy

SHRM- SCP: HRM for Senior HR ProfessionalsAdvanced HR Management: Competencies for Senior HR Professionals Part I

Series Course Title

Advanced HR Management: Competencies for Senior HR Professionals Part IIAdvanced Human Resources Management: People and OrganizationAdvanced Human Resources Management: Workplace and HR Strategy

Essential Skills for Administrative Support ProfessionalsAdministrative Professionals: Common Administrative Support TasksAdministrative Professionals: Maximizing Your Relationship with Your BossAdministrative Professionals: Interacting with OthersAdministrative Professionals: Putting Your Best Foot Forward

Management EssentialsManagement Essentials: Directing OthersManagement Essentials: DelegatingManagement Essentials: Developing Your Direct ReportsManagement Essentials: Confronting Difficult Employee BehaviorManagement Essentials: Managing a Diverse TeamManagement Essentials: Treating Your Direct Reports FairlyManagement Essentials: Caring about Your Direct ReportsManaging FairlyActing DecisivelyEmployee Dismissal

Talent Management EssentialsTalent Management: BasicsTalent Management: PlanningTalent Management: Acquiring TalentTalent Management: Developing and Engaging TalentTalent Management: Retaining TalentAttracting and Retaining Talent

Performance Appraisal EssentialsPerformance Appraisal Essentials: Planning for AppraisalsPerformance Appraisal Essentials: Conducting Traditional AppraisalsPerformance Appraisal Essentials: 360-degree AppraisalsPreparing for Your Performance Appraisal

Managing ExpertsMeeting the Needs of Your ExpertsOvercoming Challenges When Managing ExpertsManaging Top Performers Is Always Easy...Right?Recognizing Natural Leaders

Managing Problem PerformanceRecognizing and Diagnosing Problem PerformanceFirst Steps for Turning Around a Performance ProblemUsing Progressive Discipline to Correct Problem PerformancePreventing Problem Performance

Series Course Title

Underperforming Employee – Now What?Managing Performance

Advanced Management SkillsDeveloping a High-performance OrganizationCross-functional Strategic ManagementManaging for Rapid Change and UncertaintyManaging High PerformersManaging New ManagersManaging Experienced ManagersDeveloping Adaptable ManagersEmployee EngagementDelivering Bad News EffectivelyBuilding Upward Relationships

Dismissing an EmployeePreparing to Dismiss an EmployeeManaging the Dismissal of an Employee

The Fundamentals of Business Crises ManagementDemonstrating Accountability in a Crisis SituationPerseverance and Flexibility in Times of Crisis

First Time Manager EssentialsFirst Time Manager: Understanding a Manager's RoleFirst Time Manager: ChallengesFirst Time Manager: Meeting ExpectationsMaking the Move Into Management

Essentials of Managing Technical ProfessionalsTransitioning from Technical Professional to ManagementStrategies for Transitioning to Technical ManagementManaging Technical Professionals

Workforce GenerationsManaging Workforce Generations: Introduction to Cross-generational EmployeesManaging Workforce Generations: Working with a Multigenerational TeamManaging Workforce Generations: Working with the 21st-century Generation MixManaging an Aging WorkforceDeveloping the Next GenerationUnderstanding the Motives of Millennials

Strategies for Successful Employee On-boardingStrategies for Successful Employee Onboarding: An IntroductionStrategies for Successful Employee Onboarding: Getting StartedStrategies for Successful Employee Onboarding: Assessing Program Success

Managing during Difficult TimesCommunicating during Difficult TimesManaging Resources during Difficult TimesManaging Attitudes during Difficult Times

Business Execution

Series Course Title

Business Execution: Understanding the FundamentalsBusiness Execution: Crafting a Business Strategy that ExecutesBusiness Execution: Linking Strategy to People and OperationsBusiness Execution: Monitoring and Evaluating InitiativesFostering a Business Execution CulturePerformance Dashboard or Scorecard?

Essential Mentoring TechniquesEssential Mentoring Techniques: Mentoring FundamentalsEssential Mentoring Techniques: Designing and Initiating Mentoring ProgramsEssential Mentoring Techniques: Building and Maintaining Mentoring RelationshipsEssential Mentoring Techniques: Evaluating and Ending the Mentoring Program

Thinking Like a CFOThinking Like a CFO: Mind-set and Financial PrioritiesThinking Like a CFO: Making Financial DecisionsThinking Like a CFO: Preparing and Presenting a Business CaseThinking Like a CFO: Managing Risk

Essentials of FacilitatingUsing Facilitation Skills as a ManagerFacilitating Collaborative ProcessesChallenges of Facilitating

Effectively Managing Top PerformersEngaging Top PerformersRetaining Top PerformersOvercoming Challenges of Managing Top Performers

Difficult ConversationsPreparing for a Difficult ConversationHaving a Difficult ConversationHandling Difficult Conversations Effectively

Performance ManagementPlanning for PerformanceMonitoring and Improving PerformanceReviewing and Rewarding Performance

Coaching for ResultsBeginning Your Coaching EngagementCoaching Techniques that Drive ChangeCoaching to Drive PerformanceThe Art of Effective CoachingCoachingCoaching to Shift Perceptions

Effective DelegationAchieve Your Objectives through Effective DelegationThe Delegation ProcessSuccessful Delegation: Supervise and EncourageUse Delegation to Develop Your Team

Series Course Title

Delegating Appropriate TasksDeveloping Employees through Delegation

Leadership EssentialsLeadership Essentials: Motivating EmployeesLeadership Essentials: Communicating VisionLeadership Essentials: Building Your Influence as a LeaderLeadership Essentials: Leading with Emotional IntelligenceLeadership Essentials: Leading Business ExecutionLeadership Essentials: Leading InnovationLeadership Essentials: Leading ChangeLeadership Essentials: Creating Your Own Leadership Development PlanCommunicating a Shared VisionLeading Teams through ChangeLeading Outside the OrganizationKnowing When to Take Leadership RisksWanted - Innovation LeadersDeveloping a Business Execution CultureLeading ChangeLeader as MotivatorLeading InnovationThe Emotionally Intelligent LeaderCrafting an Organizational VisionMotivating Human Behavior

Making Cross-Functional Teams WorkCross-functional Team FundamentalsKey Strategies for Managing Cross-functional TeamsManaging Internal Dynamics in a Cross-functional TeamUsing Conflict to an Organization's AdvantageMediating Project Team ConflictFacilitating Work-related Conflict Discussions

The Voice of LeadershipThe Voice of Leadership: Inspirational LeadershipThe Voice of Leadership: Self-assessment and MotivationThe Voice of Leadership: Effective Leadership Communication StrategiesThe Voice of Leadership: The Power of Leadership Messaging

Creating a Positive Work EnvironmentCreating and Maintaining a Positive Work Environment

Employee EngagementThe Benefits and Challenges of Engaging EmployeesMaintaining an Engaging Organization

Developing a Culture of LearningFundamentals of Organizational LearningEstablishing the Conditions for a Learning Culture

Series Course Title

Developing Learning PracticesEvaluating and Sustaining Organizational Learning

Effective Succession PlanningInitiating Succession PlanningEffective Succession Planning: Determining a Talent Pool for Key PositionsImplementing and Assessing a Succession Planning ProgramSuccession PlanningSuccession Planning and Management Programs

Setting and Managing Organizational PrioritiesSetting and Managing Priorities within the Organization: Mission and GoalsSetting and Managing Priorities within the Organization: Deciphering PrioritiesSetting and Managing Priorities within the Organization: MotivationSetting and Managing Priorities within the Organization: CommunicationDo You Share Your Organization's Values?

Leading Organizational ChangeThe Keys to Sustainable ChangePlanning for ChangeImplementing and Sustaining ChangeCommunicating Properly during LayoffsInvolving Employees in Corporate ChangeCommunicating Organizational ChangeBeyond Change: Working with AgilityDeveloping PeopleInstituting a Quality Improvement Program

Leveraging Leadership TechniquesLeading Your Team through Change

Creating a Positive AtmospherePositive Atmosphere: Establishing a Positive Work EnvironmentPositive Atmosphere:How Organizational Learning Drives Positive Change

How to Write an Effective Internal Business CasePreparing a Business CaseWriting a Business CasePresenting Your Case

E-mail Essentials for BusinessUsing E-mail and Instant Messaging EffectivelyAddressing and Redistributing E-mailManaging Your E-mailFinal Exam: E-mail Essentials for Business

Telephone Essentials for BusinessEssential Skills for Professional Telephone Calls

Business Writing BasicsBusiness Writing: Know Your Readers and Your Purpose

Series Course Title

Business Writing: How to Write Clearly and ConciselyBusiness Writing: Editing and ProofreadingWriting for BusinessWritten CommunicationFinal Exam: Business Writing Basics

Business Grammar BasicsBusiness Grammar: Parts of SpeechBusiness Grammar: Working with WordsBusiness Grammar: The Mechanics of WritingBusiness Grammar: PunctuationBusiness Grammar: Sentence ConstructionBusiness Grammar: Common Usage ErrorsFinal Exam: Business Grammar Basics

Fundamentals of Working with Difficult PeopleWorking with Difficult People: Identifying Difficult PeopleWorking with Difficult People: How to Work with Aggressive PeopleWorking with Difficult People: How to Work with Negative PeopleWorking with Difficult People: How to Work with ProcrastinatorsWorking with Difficult People: How to Work with Manipulative PeopleWorking with Difficult People: How to Work with Self-serving PeopleWorking with Difficult People: Dealing with MicromanagersCoping with Aggressive Behavior in the WorkplaceBlame Backfires--Conquer Negative ThinkingReacting to Co-workers Who Try Taking Advantage

Fundamentals of Cross Cultural CommunicationCulture and Its Effect on CommunicationCommunicating Across CulturesImproving Communication in Cross-cultural RelationshipsCommunicating with a Cross-cultural AudienceDispute Resolution in International Contracts

Listening EssentialsListening to Improve Conversation

Getting Results without Direct AuthorityGetting Results without Direct Authority: Building Relationships and CredibilityGetting Results without Direct Authority: Persuasive CommunicationGetting Results without Direct Authority: ReciprocityGetting Results without Direct Authority: Influencing Your BossInfluencing Key Decision MakersInfluence and Persuasion

Anger Management EssentialsAnger Management Essentials: Understanding AngerAnger Management Essentials: Managing and Controlling Anger

Basic Presentation SkillsBasic Presentation Skills: Planning a Presentation

Series Course Title

Basic Presentation Skills: Creating a PresentationBasic Presentation Skills: Delivering a PresentationHandling Difficult Questions as a Presenter

Communicating Effectively with the 'C' LevelPreparing to Communicate Effectively at the 'C' LevelTechniques for Communicating Effectively with Senior Executives

Communicate with Diplomacy and TactThe Impact of Situation and Style When Communicating with Diplomacy and TactStrategies for Communicating with Tact and DiplomacyDelivering a Difficult Message with Diplomacy and Tact

Running Effective Business MeetingsPreparing for Effective Business MeetingsManaging Effective Business MeetingsDealing with Common Meeting ProblemsWhen Too Many Meetings Are Just Too MuchMaking Meetings WorkManaging Meetings for Productivity and Effectiveness

Professional Networking EssentialsProfessional Networking Essentials: Finding Opportunities To Make ConnectionsProfessional Networking Essentials: Developing Confidence

Writing Skills for Technical ProfessionalsWriting for Technical Professionals: Preparation and PlanningWriting for Technical Professionals: Effective Writing Techniques

Communicating with ImpactInterpersonal Communication that Builds TrustCommunication Methods that Make Sense – and Make Your PointBeing a Receptive Communication PartnerCommunication Challenges: Navigating Choppy WatersMaking Yourself ApproachableAsserting Yourself in the Workplace

Workplace ConflictPreventing Unhealthy Workplace ConflictWorking Out and Through ConflictAdapting Your Conflict StyleConfrontation: What's the Best ApproachPersonal Conflict StylesCoping with Accusations in the WorkplaceManaging ConflictConflict: Avoid, Confront, or Delay?Meeting the Challenge of Workplace Conflict

Issue-focused NegotiationIssue-focused Negotiation: Are You Ready?You and Your Negotiating CounterpartReaching a Negotiated Agreement

Series Course Title

Effective Body Language in NegotiationsVendor Negotiations: Choosing the Best ApproachTailoring Your Negotiating Approach

Developing Your Emotional IntelligenceEmotional Intelligence: Owning Your EmotionsEmotional Intelligence: Building Self-Management SkillsEmotional Intelligence: Being Aware of the Emotions of OthersEmotional Intelligence: Applying EI at WorkHow High Is Your EQ?Emotional Intelligence at Work

Getting Results through Personal PowerPersonal Power and CredibilityInfluence Others with Political Savvy

How to Succeed in ListeningBe a Better ListenerRoadblocks to Excellent ListeningActive Listening Skills for ProfessionalsMastering Active Listening in the WorkplaceListening to Improve ConversationEffective ListeningListening with Skill

Constructive FeedbackFeedback and Its Vital Role in the WorkplaceDelivering FeedbackReceiving FeedbackMaking Feedback a Regular OccurrenceCriticism in ContextGiving Appropriate FeedbackGiving Feedback to Coworkers

Engaging Others with Tact and DiplomacyDiplomacy and Tact for Every DayDiplomacy and Tact in Challenging SituationsConnecting with Others through Diplomacy and TactUsing Humor with Diplomacy and Tact

Working with Difficult PeopleDifficult People: Can't Change Them, so Change YourselfDifficult People: Strategies to Keep Everyone Working Together

Managing and Controlling AngerThe Essentials for Anger Management

Effective Business MeetingsPlanning Meetings Fit for Purpose

Basic Business MathBasic Business Math: Using Whole Numbers and Decimals

Series Course Title

Basic Business Math: Percentages and RatiosBasic Business Math: Averages and EquationsBasic Business Math: Charts and Graphs

Doing Business ProfessionallyWorking for Your Inner Boss: Personal AccountabilityManaging from Within: Self-empowermentGoals and Setting GoalsCreating a Positive AttitudePursuing Successful Lifelong Learning

Telecommuting and the Remote EmployeeTelecommuting Basics: Maximizing Productivity as a Remote EmployeeTelecommuting Basics: Communication Strategies for the Remote Employee

Generating Creative & Innovative IdeasGenerating Creative and Innovative Ideas: Enhancing Your CreativityGenerating Creative and Innovative Ideas: Maximizing Team CreativityGenerating Creative and Innovative Ideas: Verifying and Building on IdeasExecuting InnovationGetting Ready to PresentCreativity: Developing and Communicating IdeasPromoting Creative Thinking

Optimizing Your Work/Life BalanceOptimizing Your Work/Life Balance: Analyzing Your Life BalanceOptimizing Your Work/Life Balance: Maintaining Your Life BalanceOptimizing Your Work/Life Balance: Taking Control of Your StressEmployee Exhaustion: Managing a Well-balanced WorkloadManaging Workplace StressCreating Work/Life Balance

Managing Your CareerManaging Your Career: Creating a PlanManaging Your Career: Getting on the Right TrackManaging Your Career: Professional Networking EssentialsManaging Your Career: You and Your BossManaging Your Career: Leveraging the Performance AppraisalConquering Career StagnationDeveloping Your CareerBuilding and Managing Upward RelationshipsPlanning Your CareerExploring Self-development

Diversity on the JobDiversity on the Job: The Importance of Diversity and the Changing WorkplaceDiversity on the Job: Diversity and YouUnderstanding Workplace DiversityManaging Diversity

Series Course Title

Dealing with Organizational ChangeUnderstanding Organizational ChangePreparing for Organizational ChangeEmbracing Organizational ChangeManaging the Stress of Organizational ChangeThe Importance of Flexibility in the WorkplaceDeveloping Organizational Agility

Living and Working Abroad in the United StatesAmerican Work Culture and ValuesKey Aspects of the American Work EnvironmentCommunicating Successfully in the American WorkplaceSucceeding in the American Workplace

Campus to CorporateCampus to Corporate: Meeting New ExpectationsCampus to Corporate: Developing a Professional Image

Building and Maintaining TrustBuilding TrustRebuilding TrustRebuilding TrustThe Fruits of Integrity: Building Trust at Work

Personal Productivity ImprovementPersonal Productivity Improvement: Managing Your WorkspacePersonal Productivity: Self-organization and Overcoming ProcrastinationPersonal Productivity Improvement: Managing Tasks and Maximizing Productivity

Peer RelationshipsThe Value of Peer RelationshipsDeveloping Strategic Peer Relationships in Your OrganizationForming Peer Relationships and Alliances at WorkPeer Political StylesBuilding Better Relationships through UnderstandingBuilding Peer Relationships

Business EthicsIntroduction to Workplace EthicsDeveloping a Code of Ethical ConductEthical Decision-making in the WorkplaceDo You Share Your Organization's Values?Office Politics – What Will You Do?Ethics, Integrity, and TrustThe Ethics Enigma

Interviewing Strategies for the IntervieweePreparing for an Internal InterviewMaking a Positive Impression in an Internal Interview

Public Speaking StrategiesPublic Speaking Strategies: Preparing Effective Speeches

Series Course Title

Public Speaking Strategies: Confident Public SpeakingPerformance under Pressure

Developing the Right Attitude for Performing under PressureTaking Action for Performing under PressurePerforming with Others under Pressure

Business Etiquette and ProfessionalismDeveloping Your Reputation of Professionalism with Business EtiquetteProfessionalism, Business Etiquette, and Personal AccountabilityCommunicating with Professionalism and EtiquetteUsing Business Etiquette to Build Professional RelationshipsDisciplines of Organizational Learning: Personal MasterySafe Small TalkBroadening Your Learning HorizonsReframing Negative SituationsManaging GoalsTargeting Personal Learning

Perseverance and ResilienceDeveloping Character for Perseverance and ResilienceAchieving Goals through Perseverance and ResilienceBouncing Back with Perseverance and ResiliencePerseverance: Flexibility in ActionPersevering through Setbacks

DecisivenessDeveloping Character for DecisivenessOvercoming the Barriers to Decisiveness

Writing Under PressureWriting under Pressure: Preparing for SuccessWriting under Pressure: The Writing Process

Time ManagementTime Management: Too Much to Do and Too Little TimeTime Management: Quit Making Excuses and Make Time InsteadTime Management: Ready, Set…FOCUS!Coping with Information OverloadPrioritizing Personal and Professional ResponsibilitiesPlanning for Interruptions Helps with ProcrastinationSetting and Managing PrioritiesCoping with Conflicting PrioritiesSetting GoalsGetting Time under ControlThe Dangers of Multitasking

Problem Solving and Decision MakingSolving Problems: Framing the ProblemSolving Problems: Generating and Evaluating AlternativesMaking and Carrying Out Tough Decisions

Series Course Title

Playing the Devil's Advocate in Decision MakingTurning Problems Around with Reverse BrainstormingUncovering the Root ProblemProblem Solving: Process, Tools, and TechniquesDecisions: Making the Right Move

Thinking CriticallyThinking Critically: Coming to Terms with AssumptionsThinking Critically: Getting Your Arms around ArgumentsThinking Critically: Drawing Conclusions with ConfidenceCritical ThinkingApplying Your Best Thinking

Perseverance at WorkForging Ahead with Perseverance and ResilienceReaching Goals Using Perseverance and Resilience

Improving Your Work/Life BalanceTaking Stock of Your Work/Life BalanceStaying Balanced in a Shifting WorldTake a Deep Breath and Manage Your Stress

Navigating through Organizational ChangeOrganizations Change So Get ReadyRedefining Yourself after Organizational Change

Improving Your Personal ProductivityOrganize Your Physical and Digital WorkspaceAvoid Procrastination by Getting Organized InsteadMaximize Your Productivity by Managing Time and Tasks

Polishing Your Professional EdgeBecoming Your Own Best Boss

Performing Under PressureManaging Pressure and Stress to Optimize Your Performance

Managing Your CareerDeveloping a Plan to Further Your CareerGetting Your Career on the Right Track

Code of Ethics and Professional Conduct (PMI® Standard-aligned)The Role of Ethics in Project ManagementCore PMI® Values and Ethical Standards

PRINCE2®: 2009 FoundationOverview of Project Management (PRINCE2®: 2009-aligned)Project Organization, Planning and Risk (PRINCE2®: 2009-aligned)Project Quality, Change and Progress (PRINCE2®: 2009-aligned)Starting Up, Initiating and Directing a Project (PRINCE2®: 2009-aligned)Controlling, Managing and Closing a Project (PRINCE2®: 2009-aligned)Tailoring PRINCE2 to a Project Environment (PRINCE2®: 2009-aligned)

Series Course Title

IT Project Management EssentialsIT Project Management Essentials: Introduction to IT Project ManagementIT Project Management Essentials: Initiating and Planning IT ProjectsIT Project Management Essentials: Executing IT ProjectsIT Project Management Essentials: Monitoring and Controlling IT ProjectsIT Project Management Essentials: Managing Risks in an IT ProjectIT Project Management Essentials: Testing Deliverables and Closing IT Projects

Managing Software Project OutsourcingManaging Software Project Outsourcing: Preparing to Manage an Outsourced ProjectManaging Software Project Outsourcing: Developing a Vendor ContractManaging Software Project Outsourcing: Working with the Outsourced TeamManaging Software Project Outsourcing: Dealing with Risks

Project Communications Management (PMBOK® Guide - Fifth Edition-aligned)Plan and Manage Project Communications (PMBOK® Guide Fifth Edition)Control Project Communications (PMBOK® Guide Fifth Edition)

Project Stakeholder Management (PMBOK® Guide - Fifth Edition-aligned)Project Stakeholder Management (PMBOK® Guide Fifth Edition)Managing and Controlling Stakeholder Engagement (PMBOK® Guide Fifth Edition)

Project Management Essentials (PMBOK® Guide - Fifth Edition-aligned)Managing Projects within Organizations (PMBOK® Guide Fifth Edition)Project Management Overview (PMBOK® Guide Fifth Edition)Project Management Process Groups (PMBOK® Guide Fifth Edition)

Project Integration Management (PMBOK® Guide - Fifth Edition-aligned)Integrated Initiation and Planning (PMBOK® Guide Fifth Edition)Direct, Monitor, and Control Project Work (PMBOK® Guide Fifth Edition)Controlling Changes and Closing a Project (PMBOK® Guide Fifth Edition)Capturing, Analyzing, and Managing Lessons LearnedStrategic Alignment and Benefits Realization

Project Scope Management (PMBOK® Guide - Fifth Edition-aligned)Project Requirements and Defining Scope (PMBOK® Guide Fifth Edition)Creating the Work Breakdown Structure (PMBOK® Guide Fifth Edition)Monitoring and Controlling Project Scope (PMBOK® Guide Fifth Edition)

Project Time Management (PMBOK® Guide - Fifth Edition-aligned)Defining and Sequencing Project Activities (PMBOK® Guide Fifth Edition)Estimating Activity Resources and Durations (PMBOK® Guide Fifth Edition)Developing and Controlling the Project Schedule (PMBOK® Guide Fifth Edition)

Project Cost Management (PMBOK® Guide - Fifth Edition-aligned)Planning Project Costs (PMBOK® Guide Fifth Edition)Controlling Project Costs (PMBOK® Guide Fifth Edition)

Project Quality Management (PMBOK® Guide - Fifth Edition-aligned)Plan Quality Management (PMBOK® Guide Fifth Edition)Quality Assurance and Quality Control (PMBOK® Guide Fifth Edition)Quality Management for Continuous Improvement

Project Human Resource Management (PMBOK® Guide - Fifth Edition-aligned)

Series Course Title

Planning Project Human Resources (PMBOK® Guide Fifth Edition)Managing Project Human Resources (PMBOK® Guide Fifth Edition)

Project Risk Management (PMBOK® Guide - Fifth Edition-aligned)Risk Management Planning (PMBOK® Guide Fifth Edition)Identifying Project Risks (PMBOK® Guide Fifth Edition)Performing Risk Analysis (PMBOK® Guide Fifth Edition)Risk Response and Control (PMBOK® Guide Fifth Edition)

Project Procurement Management (PMBOK® Guide - Fifth Edition-aligned)Planning Project Procurement Management (PMBOK® Guide Fifth Edition)Managing Procurements (PMBOK® Guide Fifth Edition)

Agile Practitioner - (PMI-ACP & ScrumMaster aligned)Core PMI® Values and Ethical Standards

PRINCE2®: PractitionerPRINCE2® Practitioner Exam Information

Agile Project Management Fundamentals (PMI_ACP)® alignedAgile Principles, Methodologies, and MindsetAgile PlanningPlanning and Monitoring Iterations in Agile ProjectsEngaging Agile Stakeholders and Leading Agile TeamsCore PMI® Values and Ethical Standards

Project Management for EveryoneGet Your Project off the GroundPlan a Bulletproof ProjectLead Your Project Like a ProComplete Your Project On-time and On-budgetManaging Projects with No Direct AuthorityEnsuring Management Buy-in on a ProjectManaging Conflict in Project TeamsManaging Scope on a ProjectWeighing the Costs of Project ChangeManaging Vendor RelationshipsAnticipating and Solving Problems as a Project ChampionAddressing Stakeholder ConflictsPortfolios, Programs, and Projects: What's the Difference?Controlling Project CostProject Management EssentialsSupporting Project Managers

Program Management (PMI Second Edition-aligned)®Introduction to Program ManagementProgram Life Cycle and Benefits Management

Mentoring AssetsMentoring PRINCE2: FoundationMentoring Project Management Professional (PMP) PMBOK Guide 5th Edition AlignedMentoring Certified Associate in Project Management (CAPM) PMBOK Guide 5th Ed.

Series Course Title

Mentoring PRINCE2: PractitionerTest Preps

TestPrep PRINCE2®: FoundationTestPrep Certified Associate in Project Management (CAPM) PMBOK Guide 5th Ed.TestPrep Project Management Professional PMBOK 5th Ed (Jan 2016 update)TestPrep PRINCE2®: Practitioner

Leading TeamsLeading Teams: Launching a Successful TeamLeading Teams: Establishing Goals, Roles, and GuidelinesLeading Teams: Developing the Team and its CultureLeading Teams: Building Trust and CommitmentLeading Teams: Fostering Effective Communication and CollaborationLeading Teams: Motivating and Optimizing PerformanceLeading Teams: Dealing with ConflictLeading Teams: Managing Virtual TeamsBuilding Trust IncrementallyInspiring Your TeamSupport Your LeaderManaging Communications in a Virtual TeamChoosing the Right Team CultureBuilding and Leading TeamsMeeting Team Performance Challenges

Optimizing Your Performance On a TeamBeing an Effective Team MemberEstablishing Team Goals and ResponsibilitiesElements of a Cohesive TeamEffective Team CommunicationUsing Feedback to Improve Team PerformancePower and Politics in Matrixed Teams

BABOK® v3: Business Analysis Key ConceptsIntroduction to Business AnalysisBusiness Analysis Planning and MonitoringBusiness Analysis Elicitation and CollaborationBusiness Analysis and Requirements Life Cycle ManagementBusiness Analysis and Strategy AnalysisBusiness Analysis and RADD: Requirements DefinitionBusiness Analysis and RADD: Design DefinitionBusiness Analysis and Solution Evaluation

BABOK® v3: Business Analysis TechniquesAnalytical Techniques Used for Business AnalysisActivities and Tools Used for Business AnalysisDocumentation and Criteria Used for Business Analysis

Series Course Title

BABOK® v3: Business Analysis CompetenciesBusiness Analysis Competencies: Personal SkillsBusiness Analysis Competencies: Professional EffectivenessBusiness Analysis Perspectives

Sales FoundationsIntroduction to SalesStrategic Sales PlanningPreparing for Successful SalesDeveloping Strong Customer RelationshipsWorking within the Sales Culture of Your OrganizationDeveloping a Customer-focused Sales ApproachDon't Only Go for the Big FishThe Ethics of Gift GivingUsing Persuasion Techniques to Boost SalesGet it Together: Organizing Your Sales ApproachPresentations That Get People TalkingBuilding Momentum in Discovery MeetingsAppealing to ProspectsGetting Your Head around Pipeline ManagementInitiating Discovery MeetingsThe Proof Is in the ProposalEducating and Collaborating with CustomersUsing Customer Knowledge to Advance SalesProspecting StrategicallyResponding to News of a Lost Sale

Sales NegotiationsNegotiation Skills for Sales Professionals: Preparing to NegotiateNegotiation Skills for Sales Professionals: Value ExchangeNegotiation Skills for Sales Professionals: Reaching AgreementTalking Value with Your CustomersDealing with Questions, Objections, and ResistanceDealing with Negotiation ChallengesNegotiating Contract TermsCommunicating Your Company's ValueTurning Obstacles into OpportunitiesNegotiating with Your Customer

Solution SellingSolution Selling: Mastering the EssentialsSolution Selling: Meeting an Active NeedSolution Selling: Creating New OpportunitiesTurning Potential Customers into AlliesPreparing to Implement Solutions

Series Course Title

Managing Implementation ProblemsConnecting Customers and Solutions

Strategic Account Sales SkillsSelling to Key PlayersPlanning for Effective SellingBuilding Profitable Customer RelationshipsCrafting Sales StrategiesPerformance Payout PlansSales and Marketing: Two Sides of the Same Coin?Connecting the Dots: Insightful Account ManagementSucceeding in Account Management

Sales ManagementStorming: Developing and Leading Your Sales TeamSales Support Roles for Better Customer InteractionSucceeding in Account ManagementGaining Access through Cold CallsOvercoming Resistance to Coaching

Essential Selling SkillsEssential Selling Skills: Mastering Cold CallingEssential Selling Skills: Qualifying Sales ProspectsEssential Selling Skills: Closing the SaleEffective Cold CallingPrompting Action through Focused CommunicationRegaining Your Customer's TrustTalking about the CompetitionResponding to Bad NewsCommunicating a High-impact Business CaseMaking the Cold CallGetting Organized to Meet Your Sales GoalsMaking Contact: Access StrategiesManaging a Sales PipelineDemonstrating Business AcumenSelling with TrustUsing Competitive Selling SkillsAligning Your Business Case to Customer PrioritiesEffective Sales Coaching

Frontline Call Center SkillsThe Importance of Call Tracking and TicketingCreating an Effective On-hold MessageAligning Agent Behaviors with Caller Types

Inbound Call Center ManagementConverting a Call Center to a Profit CenterManaging Your Call Center More Efficiently

Series Course Title

Customer Service Training - The Interview and BeyondDisaster Recovery - Keeping the Lines OpenPreventing Agent Absenteeism through Better Working ConditionsPrioritizing Rewards and Recognition in Call Centers

Customer Service FundamentalsCustomer Service Fundamentals: Building Rapport in Customer RelationshipsCustomer Service in the FieldCustomer Service over the PhoneInternal Customer ServiceCustomer Service Confrontation and ConflictShaping the Direction of Customer Service in Your OrganizationAligning Performance to Key IndicatorsThe Angry Caller: What's Your Plan?

Customer Service Representative, ProfessionalismThe Customer Service Representative (CSR)Support Center Services and Work EnvironmentTeam and Customer Relationships

Customer Service Representative, SkillsCustomer InteractionsCommunication SkillsConflict, Stress, and Time Management

Customer Service Representative, ProcessCustomer Service Processes and ProceduresQuality in a Support CenterSupport Center Tools, Technologies and MetricsDealing with Irrational Customers and Escalating Complaints

Customer FocusIdentifying and Managing Customer ExpectationsCreating and Sustaining a Customer-focused OrganizationCustomer-focused InteractionListening to Your CustomersCreating a Customer-focused OrganizationDeveloping Your Customer Focus

Customer AdvocacyCustomer Advocacy: Communicating to Build Trusting Customer RelationshipsCustomer Advocacy: Enhancing the Customer ExperienceCustomer Advocacy: Supporting Customer Advocacy

ITIL® 2011 Edition Foundation SyllabusITIL® 2011 Edition Foundation: ITIL® and the Service LifecycleITIL® 2011 Edition Foundation: Service Strategy FundamentalsITIL® 2011 Edition Foundation: Service Strategy ProcessesITIL® 2011 Edition Foundation: Service Design FundamentalsITIL® 2011 Edition Foundation: Service Design ProcessesITIL® 2011 Edition Foundation: Service Transition Processes and Policies

Series Course Title

ITIL® 2011 Edition Foundation: Introduction to Service OperationITIL® 2011 Edition Foundation: Service Operation ProcessesITIL® 2011 Edition Foundation: Continual Service Improvement

ITIL® 2011 Edition OverviewITIL® 2011 Edition Overview: Creating a Service CultureITIL® 2011 Edition Overview: Introduction to the ITIL® FrameworkITIL® 2011 Edition Overview: Certification and Benefits

ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA)ITIL® 2011 Edition OSA: Introduction to Operational Support and AnalysisITIL® 2011 Edition OSA: Introduction to Event ManagementITIL® 2011 Edition OSA: Introduction to Incident ManagementITIL® 2011 Edition OSA: Incident Management InteractionsITIL® 2011 Edition OSA: Introduction to Request FulfillmentITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and ChallengesITIL® 2011 Edition OSA: Introduction to Problem ManagementITIL® 2011 Edition OSA: Problem Management Process Interfaces and ChallengesITIL® 2011 Edition OSA: Introduction to Access ManagementITIL® 2011 Edition OSA: Introduction to the Service DeskITIL® 2011 Edition OSA: Service Desk Metrics and OutsourcingITIL® 2011 Edition OSA: Introduction to FunctionsITIL® 2011 Edition OSA: Function ActivitiesITIL® 2011 Edition OSA: Technology and Implementation Considerations

Industry OverviewsThe Telecommunications Industry Overview: Version 4The Health Care Industry Overview: Version 4The Insurance Industry Overview: Version 4The Banking Industry Overview: Version 4The Oil and Gas Industry Overview: Version 4The Retail Industry Overview: Version 4The Manufacturing Industry Overview: Version 3The Pharmaceutical Industry Overview: Version 5The Information Technology Industry Overview: Version 4The Federal Government Industry Overview: Version 4The Education Industry Overview: Version 2The Utilities Industry Overview: Version 2The Chemicals Industry Overview: Version 2The Broadcasting & Entertainment Industry Overview: Version 2The Capital Markets Industry Overview: Version 2The Consumer Electronics Industry Overview: Version 2The Aerospace & Defense Industry Overview: Version 2The Biotechnology Industry Overview: Version 2The Automotive Industry Overview: Version 3The Food and Beverage Industry Overview: Version 4

Series Course Title

The Agriculture Industry Overview: Version 4

Test PrepsTestPrep ITIL Foundation

Mentoring AssetsMentoring ITIL Foundation