Business training at your fingertips! by hae80741

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									                        Learn Smart
                        Solutions For
                         Your Small
                          Business




           Business training at your fingertips!




For more information, visit our website at www.mississauga.ca/mbec or
   call the Mississauga Business Enterprise Centre at 905.615.4460.
Table of Contents

A) Your On-line Learning Experience . . . . . . .. . . . . . . . . . . . . . . . . . . . . . Page 3

B) Registration Made Easy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 4

C) Certificate Programs
     Small Business Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 4
             Focus on the Basics Module
             Focus on the Customer Module
             Focus on Management Module
             Focus on Business Issues Module

         Small Exporter Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 9
               An Introduction to International Market Research Module
               An Introduction to International Marketing Module
               An Introduction to International Trade Finance Module
               An Introduction to International Trade Distribution and Logistics Module
               An Introduction to Cultural Aspects of International Trade Module

D) Certificate Courses
     Basic Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 13
             Employee Time Management
             Individual Priority Management
             Customer Loyalty Improvement
             Individual Listening Skills
             Individual Anger Management
             Individual Goal Setting
             Customer Support
             Individual Goal Personalization
             Individual Goals and Challenges
             Individual Goal Contract
             Customer Support On-line

         Basic Business Finance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 15
               Business Finance Basics
               Shareholder Value Creation

E) Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 16

F) Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page 22




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A) Your On-line Learning Experience

Introducing the Mississauga Business Enterprise Centre’s (MBEC) New On-line
Business Training that’s affordable, flexible and learning at your own pace. Learn
smart solutions to help you sharpen your business skills and grow your small business.

These Courses Are Designed For:
  • Anyone interested in starting or growing an established business
  • Business owners and entrepreneurs who want to increase their effectiveness and
     leadership skills
  • Business students

Choose from the following:

Small Business Management Program
Whether you are starting or growing your business, this program will provide you with
the basics of marketing, finance, customer service and business management. Upon
successful completion of this program you will receive a Small Business Management
Certificate.

Small Exporter Management Program
Whether you are starting to export or entering new markets, this program will provide
you with an introduction to international marketing and market research, international
trade finance, trade distribution and logistics and the cultural aspects of doing business
internationally. Upon successful completion of this program you will receive a Small
Exporter Management Certificate.

Basic Sales Courses
Sales go beyond closing the deal. To effectively generate sales leads and keep
customers satisfied, there are other skills that should be developed to help support the
sales process. The most successful sales people develop a wide range of sales skills
which include time management, listening skills, goal setting, customer service and
much more. These 11 courses will provide you and your employees with the tools to be
better prepared and understand your customer so you can make those important sales.

Basic Business Finance Courses
Build a solid foundation in your small business with these two courses which will cover
finance, funding, financial reporting and shareholder value which can help you with your
business’ financial and accounting management.

Please Note: MBEC courses are optimized to run on Windows based computers with Internet Explorer 6
or later / Firefox 3 or later and connected to the Internet. Please contact MBEC at 905-615-3200
extension 4461 if you experience technical difficulties.

MBEC’s on-line business training courses are provided in association with VuBiz.



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B) Registration Made Easy

Registering for a MBEC on-line course is easy and takes just a few minutes. To register
for your on-line course(s), follow these three simple steps:

1. Click on the ‘Register Today’ web banner on MBEC’s website which will take you to
   the City of Mississauga estore.
2. Click on ‘On-line Business Courses’ in the ‘MBEC On-line Business Training’
   section of Mississauga’s estore.
3. Select the program/courses you would like to purchase, by clicking on ‘buy online’,
   which will take you to the final purchase page to complete your purchase and
   register for your program or series of courses. Payments can be made by
   MasterCard, VISA or American Express.

That’s it! Once your payment has been processed, you will receive your login
information in two business days. Once you receive your login information please visit
http://www.VuBiz.com/CHaccess/MBEC to login.

C) Certificate Programs

The Mississauga Business Enterprise Centre offers two certificate programs, the Small
Business Management Program and the Small Exporter Management Program. Please
find below information and course descriptions for each of these programs:

Small Business Management Program                     Fee: $199 for entire program

Whether you are starting or growing your business, this on-line program will introduce
you to the basics of money and cash flow management, marketing, operations and key
management and growth issues. These courses provide the foundation that successful
business owners need.

This program offers four learning modules, with a total of 20 on-line hours of content.
Each learning module contains an on-line exam. Once you achieve the passing grade of
70% for each learning module you will receive a Small Business Management
Certificate.

LEARNING MODULE #1: FOCUS ON THE               basics, which will guide you on how to
BASICS                                         generate customers and create cash.

How to make the most of your money.            Course 1 – Managing Your Cash
Cash is the lifeblood of your business. This   Cash has been described as the life blood
module will introduce you to the importance    of any business. A business may generate
of cash and how you need to make money         profit but if it does not generate sufficient
work for you, your business and your           cash flow it will encounter financial
customers. You will also learn marketing       difficulties. Even a business with a high
                                               level of sales will not necessarily have the



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cash needed for its daily operations. This      The Focus on the Basics Module is brought
course will provide you with step by step       to you by the Canadian Federation of
instructions for preparing a cash flow          Independent Business (CFIB), Scotiabank,
forecast that will help you to keep an eye on   and the Canadian Institute of Chartered
your cash flow and keep your business           Accountants (CICA).
healthy. Finally, you will be provided with
tips for managing your cash.
                                                LEARNING MODULE #2: FOCUS ON THE
                                                CUSTOMER
Course 2 – Financing Your Business
The challenge of raising funds can be a
                                                How to bring people in and keep them
business owners’ biggest source of
                                                coming back. To generate the cash
frustration. In this course you will find out
                                                necessary to keep your business operating,
about the different types of financing
                                                you need customers. This module will
available to small business as well as their
                                                introduce you to key marketing concepts
advantages and disadvantages. You will
                                                and guide you to understanding why people
learn how to use the Internet to research
                                                do what they do. Topics include, marketing
sources of financing plus some tips on how
                                                mix, customer service, how to keep
to approach lenders and investors
                                                customers satisfied and how to
                                                communicate effectively with them.
Course 3 – Understanding Financial
Statements
                                                Course 1 – Marketing Opportunities
Financial statements provide valuable
                                                In this course the process that is undertaken
information that guide business decisions.
                                                to seek out attractive marketing
It is therefore essential that business
                                                opportunities will be highlighted. You will
owners have a good understanding of
                                                learn to identify viable opportunities through
financial statements. This course provides
                                                market research analysis. Market research
information about the fundamentals of
                                                helps will help you to profile your potential
reading and understanding financial
                                                customers, examine consumer needs,
statements. Including how various work
                                                wants and buying behaviour. These
activities affect the financial health of an
                                                combine will determine your marketing
organization. The course introduces
                                                efforts.
concepts, examples and knowledge that
every business owner should know.
                                                Course 2 – The Marketing Mix
                                                This course will teach you how each of the
Course 4 – Marketing Basics
                                                four Ps interact with each other and how to
Marketing affects every aspect of your daily
                                                find the right balance of product, place (or
life. The products you purchase and the
                                                distribution), promotion, and pricing. This
stores where you shop have been
                                                result should satisfy your consumer needs
influenced by the advertising you see and
                                                and achieve your business’ goals.
hear. Learn about the Four P’s (Product,
Placement, Positioning and Price) and the
                                                Course 3 – Marketing and Customer
influence they have on your business and
                                                Service
your customers. This course introduces the
                                                In this course the six key steps in setting up
basics of marketing and how to use
                                                an effective customer service program will
marketing to obtain and retain customers.
                                                be explored. You will learn how to ensure
                                                that your program addresses your
EXAMINATION    – This module concludes with
                                                customers’ expectations and that it fits in
an on-line exam. Once you achieve the
                                                with the rest of your marketing strategy.
passing grade of 70% for each module you
will receive a Small Business Management
Certificate.


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Course 4 – Introduction to Customer              effective, positive communication and
Service (with Video)                             listening skills.
How many times a day are you a customer?
Are you treated with warmth, courtesy, and       Course 8 – Feelings: Customer Care –
respect? Isn't that what you as a customer       Part Two
expect? Customers appreciate exceptional         This course is a continuation of Course 6 -
service. The quality of your service and your    Feelings: Customer Care – Part One
attitude of commitment and caring helps
your customers feel satisfied. When they         Course 9 – The Art of Satisfying
are pleased with your service they will          Customers (with Video)
become loyal customers. This course will         In this course you will concentrate on two
help increase the professionalism of your        other types of quality service: performance
interactions with your customers. It will also   and learning. You will also learn ways of
highlight the important of quality service to    dealing with problem situations and what
achieve continued success.                       the concept of quality service can do for
                                                 your business in the long run.
Course 5 – Understanding Why People
Do What They Do (with Video)                     EXAMINATION – This module concludes with
How do we make spur of the moment                an on-line exam. Once you achieve the
decisions as well as the important decisions     passing grade of 70% for each module you
in our lives? What do you consider when          will receive a Small Business Management
you make a decision? This course will            Certificate.
highlight the importance of ensuring that
every client interaction is a positive one.      The Focus on the Customer Module is
You will learn the value of positive             brought to you by Vubiz and Service Quality
interactions as well as how to ensure that       Institute (SQI).
you communicate effectively.
                                                 LEARNING MODULE #3: FOCUS ON
Course 6 – Feelings: Customer Care –
                                                 MANAGEMENT
Part One
“An organization must know its customers'        How to work on your business and not in
level of expectations for these reasons: Do      your business. This module will introduce
less than customers expect and service is        you to management skills and how to
bad. Do exactly what customers expect and        recognize the traits necessary to help you
service is good. But do more than                take your business to the next level. Topics
customers anticipate, and service is             covered include using technology in your
perceived as superior.” - John Tschohl,          business, operations and polices to engage
Author of Achieving Excellence Through           your employees.
Customer Service. This course will teach
you to use positive communication to build       Course 1 – Enabling the Next Generation
consistent quality service, how to use goal-     Enterprise
setting to aid in providing quality service,     Today's companies are confronting new
and how to avoid negative communication          market realities that require fundamental
with clients.                                    changes to the way you create, produce,
                                                 and distribute goods and services. A Next
Course 7 – Understanding the Effects of          Generation Enterprise (NGE) is a business
Positive and Negative Communications             that has the skills and attributes to succeed
(with Video)                                     in this complex new environment. This
Excellence in quality customer service can       course will give you an overview of NGEs.
only be achieved through practice and hard       You will learn the realities of today's
work. This course will help you to develop


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business environment and the                       Operations management is an essential
characteristics of an NGE. Finally you will        element in effective management. This
learn the steps an owner must take in order        course will provide you with an introduction
to turn their business into a Next Generation      to operations management beginning with a
Enterprise.                                        brief overview of the topic’s history. You will
                                                   review product and process development,
Course 2 – Implementing Self-Directed              followed by logistics management, work
Work Teams (SDWTs)                                 management, facilities management and
Faced with intense global competition in a         service operations.
rapidly changing marketplace, business
owners are looking for ways to reduce              Examination – This module concludes with
paperwork, increase worker motivation, and         an on-line exam. Once you achieve the
encourage continuous improvement.                  passing grade of 70% for each module you
SDWTs are one of the breakthrough                  will receive a Small Business Management
approaches that companies are using to             Certificate.
increase motivation and productivity as well
as the quality of products and services.           The Focus on Management Module is
This course will give you an introduction to       brought to you by the Canadian Society of
the advantages and disadvantages of                Management Accountants of Canada
SDWTs. You will learn the differences              (CMA) as well as management of
between self-directed work teams and               information and operations courtesy of the
traditional work groups and the reasons for        Canadian Association of Management
implementing SDWTs. Finally, you will learn        Consultants (CAMC).
a practical five-stage plan for successful
implementation.                                    LEARNING MODULE #4: FOCUS ON BUSINESS
                                                   ISSUES
Course 3 – Introduction to IT Consulting
The current business environment is                How to use rules, regulations,
characterized by constant change. This is          communication and leadership skills to
especially true of business technology. It is      grow your business. This module will
clear that there is a growing need for             introduce you to effective leadership skills
business owners to obtain the services of          that will help with communicating with
outside experts to assist them in managing         employees, the protection of your
information technology. You will start with        employees and customers privacy, and an
an overview of IT planning and its relation to     introduction to international trade.
the business’s overall strategy. You will
learn how strategy is translated into reality      Course 1 – Primer on Privacy
by your IT professionals. Finally, you will        All organizations that collect, use or disclose
learn about the current and future trends in       personal information in the course of a
technology and IT management.                      commercial activity are covered by the
                                                   Personal Information Protection and
Course 4 – Introduction to Operations              Electronic Documents Act (PIPEDA).
Management                                         PIPEDA is Canadian law that covers the
Operations management is the system by             misuse of personal information. The Act
which the business’s efforts are transformed       has a broad scope and impacts all types of
into results. The goal is to ensure that all       businesses. This course was developed by
required resources are made available at           the Canadian Institute of Chartered
the right time, in the right quantity and in the   Accountants to introduce privacy definitions
right place so that the work can be                and concepts, explain why privacy is such
accomplished most effectively.                     an important issue in Canada and around
                                                   the world, review the purpose and scope of



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PIPEDA, and outline the responsibilities of        Course 6 – Delegating I
employees with respect to privacy.                 Woodrow Wilson said, “I not only use all the
                                                   brains I have, but all that I can borrow.” He
Course 2 – A Primer on International               must have understood the value of
Trade                                              delegating. To become a successful
This primer introduces you to the world of         manager it is important to learn the value of
international trade as seen through the eyes       delegating tasks to employees as both a
of the exporter. You will learn about the          time management and a skill building
export transaction with special emphasis on        strategy.
the export contracting process and the
export contract itself. You will also learn        Course 7 – Delegating II
about risks and how to manage the risks            In Delegating I, we looked at the
inherent in an export transaction.                 fundamentals of delegating. In this course,
                                                   you will learn strategies to delegate
Course 3 – An Introduction to                      effectively and explore ways to handle
International Trade                                delegated tasks that get stalled or
Some of the biggest challenges facing              successfully completed.
exporters are: lack of information,
inadequate preparation, and poor planning.         Examination – This module concludes with
This course seeks to address these factors         an on-line exam. Once you achieve the
as a way of increasing the success rate of         passing grade of 70% for each module you
new exporters.                                     will receive a Small Business Management
                                                   Certificate.
Course 4 – Effective Communication
The ability to communicate effectively is          The Focus on Business Issues Module is
critical to success in the workplace. At work,     brought to you by the Canadian Institute of
the people you communicate with may                Chartered Accountants (CICA), work skills
include managers, co-workers, staff,               from Vubiz, and international trade from
customers, suppliers and the general public.       Export Development Canada (EDC) and the
Effective communication improves your job          Forum for International Trade Training
performance and enhances your day-to-day           (FITT).
contact with others. In this course, you will
look at three components of effective
communication: listening well, expressing
ourselves through talking, and being
assertive.

Course 5 – Effective Leadership
Becoming an effective leader takes insight
into the things that motivate employees to
give their best. It also takes skill in handling
the challenges of interpersonal conflict and
negativity. It takes coaching skills too. An
effective leader knows how to mentor
employees as they take on new projects
and strive to grow professionally. In this
course you will learn how to develop
effective leadership skills.




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Small Exporter Management Certificate                    Fee: $199 for entire program

Whether you are starting to export or entering new markets, this program will provide
you with an introduction to international marketing and market research, international
trade finance, trade distribution and logistics and the cultural aspects of doing business
internationally.

This program offers five learning modules, with a total of 25 on-line hours of content.
Each learning module contains an on-line exam. Once you achieve the passing grade of
70% for each module, you will receive the Small Exporter Management (SEMC)
Certificate.

Learning Module #1: An Introduction to            Course 3 – An Introduction to
International Market Research                     International Market Research – Part III
                                                  This course will teach you how to
How to make sense of market research.             differentiate among the difficulties and cost
Successful businesses should have                 of various data collection techniques in
extensive knowledge about their customers         assessing their benefits when doing market
and their competitors. This information is a      research. It will help you to understand
critical first step in market investigation and   when it is appropriate to use secondary or
development of a marketing plan. This             primary data sources, what external
module will help you understand how to            assistance is desirable and appropriate to
increase the potential of your business and       gather market data and information, and to
reduce the risk of your export venture by         select and analyze data so that it can be
conducting thorough market research.              used effectively during your company’s
                                                  decision making process.
Course 1 – An Introduction to
International Market Research – Part I            Course 4 – An Introduction to
This course will teach you about                  International Market Research – Part IV
international market research and how to          This course will teach you about the key
gather the necessary information to make          components of primary, secondary,
sound decisions to enhance the chances of         government, and private international
success for your export venture.                  market research information sources. You
                                                  will learn how to use these sources
Course 2 – An Introduction to                     effectively, their advantages and
International Market Research – Part II           disadvantages, and how to apply these
This course will teach you how to focus your      methods to your company’s international
research and how to reduce the risks              marketing research plan.
involved in international trade. You will also
learn the seven stages of the research            Examination – This module concludes with
planning process and discuss the trade-offs       an on-line exam. Once you achieve the
between the cost and the value of research.       passing grade of 70% for each module you
Additionally, you will learn how to formulate     will receive the Small Exporter Management
a template of market research objectives,         (SEMC) Certificate.
identify the stages of a research project,
and apply them to the research plan of your
business.




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LEARNING MODULE #2: An Introduction to           Course 4 – An Introduction to
International Marketing                          International Marketing – Part IV
                                                 This course will teach you about the
Reaching the customer: developing your           preparation and planning that is required to
export marketing strategy.                       ensure a successful foreign business trip. It
Long before you fill your first order, you’ll    will also discuss the role of visits, trade
need an export marketing plan. Marketing is      missions, and fairs for your business’
strategy, it is not advertising, sales or        international marketing strategy. You will
promotion. This module will introduce you        learn how to follow up on leads, build new
to the basic tools your strategy will use to     relationships, gather market intelligence and
reach your target audience and help you          assess opportunities for your company.
acquire the basic knowledge and skills to
develop your international marketing plan.       Course 5 – An Introduction to
                                                 International Marketing – Part V
Course 1 – An Introduction to                    This course will teach you about
International Marketing – Part I                 international pricing and international
This course will teach you to the role of        marketing of services. You will learn about
marketing when pursuing international            the different pricing strategies to consider
business opportunities. You will learn the       when preparing your business’ international
principles and characteristics of                marketing strategy and the challenges that
international marketing, the international       a company may encounter.
marketing plan and market entry strategy.
You will learn to take into account cultural,    Examination – This module concludes with
political and regulatory considerations as       an on-line exam. Once you achieve the
well as the importance of personal selling in    passing grade of 70% for each module you
international marketing.                         will receive the Small Exporter Management
                                                 (SEMC) Certificate.
Course 2 – An Introduction to
International Marketing – Part II                LEARNING MODULE #3: An Introduction to
This course will teach you why a company’s       International Trade Finance
international marketing plan is a key
component of the business plan. It will help     How to effectively work with
you to identify the essential marketing          international trade finance.
elements and propose how to assemble             Even though Canada is one of the least
these into an effective plan. You will gain      expensive countries in the world in which to
insight into different foreign markets and       do business, the costs of exporting can add
develop a profile of foreign customers.          up. Because of this, your export plan will
                                                 need the financial stability and strength that
Course 3 – An Introduction to                    comes from a reliable cash flow. You will
International Marketing – Part III               also need a comprehensive financial plan
This course will teach you about the cultural    for the export venture. If you don’t have one,
factors that must be considered in               it will be very difficult to arrange the
international marketing. It will help you to     financing the venture may need. This
understand how cultural factors apply and to     module will introduce you to the basic
evaluate the impact of cultural differences in   knowledge and skills to develop your
successfully marketing products abroad.          international financial plan.
Also in discussion, will be the intercultural
differences to consider when using mass          Course 1 – An Introduction to
marketing techniques for the foreign             International Trade Finance – Part I
population.                                      This course will teach you about the



10
importance of financing and why more              will receive the Small Exporter Management
financing is required for exporting than for      (SEMC) Certificate.
domestic transactions. You will learn to
identify elements that would increase export      LEARNING MODULE #4: An Introduction to
costs and impact pricing strategies in            International Trade Distribution and
foreign markets. You will also learn the          Logistics
importance of financial planning in a
business and how to obtain the required           How to get your products and services
financing.                                        where you need them and when you
                                                  need them. When shipping your product to
Course 2 – An Introduction to                     foreign customers, you may need to use the
International Trade Finance – Part II             services of shipping industry professionals
This course will teach you to develop a           such as freight forwarders and customs
method to accurately calculate export costs       brokers, and shipping companies. The
and identify the transactions in the foreign      services of these resources include
market that will be viable. You will also learn   planning the most economic route for
how to develop a pricing strategy for foreign     shipment of goods, preparing documents
markets and make effective use of                 relating to shipment of and payment for
incoterms in quotations to foreign buyers.        goods and providing insurance and customs
                                                  formalities. This module will introduce you to
Course 3 – An Introduction to                     basic concepts such as logistics
International Trade Finance – Part III            management and planning, supply chains,
This course will teach you about different        inventory carrying costs, and export
methods of payment and short-term                 documentation to help you develop your
financing, proper methods of payment for          international distribution and logistics plan.
export transactions and discuss the most
                                                  Course 1 – An Introduction to
efficient methods of financing your business’
                                                  International Trade Distribution and
export operations.
                                                  Logistics – Part I
                                                  This course will teach you about the role of
Course 4 – An Introduction to
                                                  logistics management in your business.
International Trade Finance – Part IV
                                                  Topics covered include: transportation
This course will teach you the benefits of
                                                  management and analysis, inventory,
accounts receivable insurance, cash flow
                                                  warehousing & export procedures, order
planning and management for your
                                                  processing, and trade documentation.
business. You will learn how to estimate
cash flow, tips for stimulating cash flow,
                                                  Course 2 – Introduction to International
applying for accounts receivable insurance,
                                                  Trade Distribution and Logistics – Part II
and how to submit a claim under the
                                                  This course will teach you how to
insurance policy.
                                                  understand the logistics planning process.
                                                  You will learn how to successfully
Course 5 – An Introduction to
                                                  implement a logistics strategy, analyze your
International Trade Finance – Part V
                                                  company’s internal capabilities in order to
This course will teach you how to prepare a
                                                  identify third party services, and how to
financial proposal, how to present one to
                                                  design a logistics plan for your business.
your targeted audience, and sources of
export financing.
                                                  Course 3 – Introduction to International
                                                  Trade Distribution and Logistics – Part III
Examination – This module concludes with
                                                  This course will teach you how to define the
an on-line exam. Once you achieve the
                                                  logistics activities of the supply chain. You
passing grade of 70% for each module you
                                                  will also learn the financial productivity gains



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a company can achieve through the proper           advocating, and teaching can be
set up of a logistics network. Additionally,       challenging in Canada and conducting
you will discuss the importance of the flow        business internationally can become even
of information in a supply chain as well as        more overwhelming. This module will
how to design a supply chain management            introduce you to the concepts of cultural
strategy for your business.                        differences in international trade.

Course 4 – Introduction to International           Course 1 – An Introduction to Cultural
Trade Distribution and Logistics – Part IV         Aspects of International Trade – Part I
This course you will be introduced to              This course will teach you to understand the
transportation management and analysis.            importance of cultural differences in
You will gain valuable insight about the           international business including recognized
modes of transportation, freight forwarding,       common cultural issues and pitfalls. You will
outsourcing transportation, negotiating for        also learn the art of negotiation across
transport services, and cargo insurance.           cultures, relationship building in an
                                                   international context, and the key
Course 5 – Introduction to International           characteristics of intercultural effectiveness.
Trade Distribution and Logistics – Part V
This course will teach you the concept of          Course 2 – An Introduction to Cultural
inventory carrying costs, the importance of        Aspects of International Trade – Part II
maintaining appropriate inventory levels to        This course will teach you how to identify
meet customers’ needs, and how to identify         important cultural protocols such as those
the functions of warehousing and the role it       concerning gender, time, history, humour,
plays in a successful export business.             and proper business etiquette.

Course 6 – Introduction to International           Course 3 – An Introduction to Cultural
Trade Distribution and Logistics – Part VI         Aspects of International Trade – Part III
This course will teach you about common            This course will teach you how to identify
trade documents and how to identify key            key aspects of verbal and non-verbal
trade documents required in international          communication. You will examine issues
trade transactions including bills of lading.      concerning written communication across
You will also learn the purpose of the bill of     cultures and how to recognize the concept
lading in the transportation of goods and the      of “face”. You will also learn the techniques
documents required for export shipments.           of attending meetings and making
                                                   presentations in an international context.
Examination – This module concludes with
an on-line exam. Once you achieve the              Course 4 – An Introduction to Cultural
passing grade of 70% for each module you           Aspects of International Trade – Part IV
will receive the Small Exporter Management         This course will teach you how cultural
(SEMC) Certificate.                                factors apply to international marketing and
                                                   how to evaluate the impact of cultural
LEARNING MODULE #5: An Introduction to             differences in successfully marketing
Cultural Aspects of International Trade            products and services abroad. You will also
                                                   learn the intercultural differences when
Do you know your export countries                  using mass-marketing techniques for a
business and cultural etiquette?                   foreign population.
Today's global economy requires a growing
number of Canadians to engage in                   Course 5 – An Introduction to Cultural
international activities, resulting in increased   Aspects of International Trade – Part V
contact between different cultures. The            This course will teach you about developing
tasks of negotiating, contracting, managing,


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a relationship with other negotiating parties.   Course 7 – An Introduction to Cultural
You will learn key negotiating techniques,       Aspects of International Trade – Part VII
how to exchange information about the topic      This course will teach you the knowledge,
or issue under negotiation, what negotiation     skills, and attitudes that are required when
practices to avoid, and the relationship         doing business in another culture. You will
between the four phases of negotiation.          learn seven major competencies including:
                                                 understanding the concept of culture,
Course 6 – An Introduction to Cultural           possessing an attitude of modesty and
Aspects of International Trade – Part VI         respect, knowledge of the targeted market
This course will teach you about the             and its culture, adaptation skills, intercultural
differences in relationship building among       communication, relationship building, and
cultures. You will examine how the different     personal commitment.
cultural requirements for relationship
building affect business costs, the various      Examination – This module concludes with
cultural concepts associated with business       an on-line exam. Once you achieve the
structure, and how to distinguish the ethical    passing grade of 70% for each module you
issues of bribery and corruption in cultural     will receive the Small Exporter Management
settings around the world.                       (SEMC) Certificate.


D) Certificate Courses
The Mississauga Business Enterprise Centre offers two series of on-line courses in
Basic Sales and Basic Business Finance.

Basic Sales Courses                                            Fee: $89 for 11 courses
Sales go beyond closing the deal. To effectively generate sales leads and keep
customers satisfied, there are other skills that should be developed to help support the
sales process. The most successful sales people develop a wide range of sales skills
which include time management, listening skills, goal setting, customer service and
much more. These courses will provide you and your employees with the tools to be
better prepared and understand your customer so you can make those important sales.

Each course contains an on-line test. Once you achieve the passing grade of 80% for
each course, you will receive a Certificate of Completion.

Course 1 - Employee Time Management              Course 2 - Individual Priority
This course provides a broad overview of         Management
the importance of time management. In it         In this course you will learn how to define
you will learn how to manage your time           priorities. You will learn about specific
effectively, reduce clutter and                  techniques for setting priorities, how
disorganization, cope with stress in a           priorities are ranked, how to adjust priorities,
productive manner, and to help you develop       and how to remove obstacles that can block
concrete steps for managing your time and        your priority achievement.
your employees.
                                                 Test – This course concludes with an on-
Test – This course concludes with an on-         line test. Once you achieve the passing
line test. Once you achieve the passing          grade of 80% for this course you will receive
grade of 80% for this course you will receive    a Certificate of Completion.
a Certificate of Completion.


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Course 3 - Customer Loyalty                     throughout life to set and enhance your
Improvement                                     goals, and how to recognize the difference
This course teaches about the importance        between a wish and a goal.
of customer loyalty and the high costs of
losing customers. Learn how to identify the     Test – This course concludes with an on-
source of customer dissatisfaction, and         line test. Once you achieve the passing
explore techniques for dealing effectively      grade of 80% for this course you will receive
with unhappy customers in a professional        a Certificate of Completion.
and helpful way.
                                                Course 7 - Customer Support
Test – This course concludes with an on-        This course explores elements of customer
line test. Once you achieve the passing         support. You will learn how to provide on-
grade of 80% for this course you will receive   line customer satisfaction and support,
a Certificate of Completion.                    understand how marketers use the internet
                                                to lower customer support cost, how
Course 4 - Individual Listening Skills          personalization can benefit consumers, and
This course emphasizes the importance of        understand the four main personalization
listening. You will learn how to determine      systems to increase your business and
your listening skills level, understand the     customer value.
meaning of active listening, recognize the
reasons why people do not listen effectively,   Test – This course concludes with an on-
and identify the four distinct levels of        line test. Once you achieve the passing
listening.                                      grade of 80% for this course you will receive
                                                a Certificate of Completion.
Test – This course concludes with an on-
line test. Once you achieve the passing         Course 8 - Individual Goal
grade of 80% for this course you will receive   Personalization
a Certificate of Completion.                    In this course you will learn how to
                                                personalize and establish clear goals, how
Course 5 - Individual Anger Management          to take ownership of your internal and
This course teaches the fundamentals of         external goals, adopt positive words,
anger management. You will learn to define      phrases, statements, and practices that will
anger and understand why it is important,       help you to achieve your personal goals.
understand the difference between
appropriate and inappropriate anger,            Test – This course concludes with an on-
identify the various responses to anger, and    line test. Once you achieve the passing
differentiate between emotions and the          grade of 80% for this course you will receive
expression of emotions.                         a Certificate of Completion.

Test – This course concludes with an on-        Course 9 - Individual Goals and
line test. Once you achieve the passing         Challenges
grade of 80% for this course you will receive   Building upon what you learned in Individual
a Certificate of Completion.                    Goal Personalization, this course provides
                                                you with valuable tools for setting, pursuing
Course 6 - Individual Goal Setting              and achieving your goals. You will learn
This course teaches about individual goal       how to deal with challenges when producing
setting. You will learn about the nature of     a timeline for achieving your goals, how to
goals and why they are important to your        enhance the speed and efficiency with
business success. You will identify the         which you pursue and achieve goals and
three key fundamentals of effective goal        adopt a proven easy to use format for
setting, how to seize opportunities             committing your goals to paper.


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Test – This course concludes with an on-         grade of 80% for this course you will receive
line test. Once you achieve the passing          a Certificate of Completion.
grade of 80% for this course you will receive
a Certificate of Completion.                     Course 11 - Customer Support On-line
                                                 This course is design to teach you the
Course 10 - Individual Goal Contract             importance of interaction between
Building upon what you learned in Individual     individuals and internet marketers. It will
Goals and Challenges, this course will show      also help you to understand the difficult and
you how to develop effective self-initiated      challenging environment that the internet
goal contracts that reinforce your efforts to    can be for users. You will also be taught
help you achieve the results you want. You       how to identify the ways in which
will also learn how to strengthen your           consumers on-line behaviour differs from
commitment to goal achievement by sharing        their behaviour in the real world.
your contract with a spouse, significant
other, co-worker, friend, or relative, and how   Test – This course concludes with an online
to establish deadlines and learn how to          test. Once you achieve the passing grade
make them work for you and your business.        of 80% for this course you will receive a
                                                 Certificate of Completion.
Test – This course concludes with an on-
line test. Once you achieve the passing

Basic Business Finance Courses                        Fee: $89 for two courses
Learn the fundamentals of small business finance, funding, financial reporting and
shareholder value which can help you with your business’ financial and accounting
management.

Each course contains an on-line test. Once you achieve the passing grade of 80% for
each course, you will receive a Certificate of Completion.

Course 1 - Business Finance Basics               a Certificate of Completion.
In this course you will learn the basic
fundamentals of business finance, identify       Course 2 - Shareholder Value Creation
the sources and types of funding available       In this course you will gain knowledge to
to today’s businesses along with the             help you understand why increasing
advantages and disadvantages of each.            shareholder value is the ultimate purpose of
You will get a breakdown of the financing        a corporation and why someone would want
language by learning definitions of              to invest in your business. You will learn
commonly used financial terms; recognize         how to identify the factors that will increase
the contents and uses of three important         stock prices, how economic value and net
financial reports including: balance sheets,     cash flow are measured, and recognize why
income statements, and cash flow                 net cash flow is an important measure to the
statements.                                      future success of your business.

Test – This course concludes with an on-         Test – This course concludes with an on-
line test. Once you achieve the passing          line test. Once you achieve the passing
grade of 80% for this course you will receive    grade of 80% for this course you will receive
                                                 a Certificate of Completion.




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E) Frequently Asked Questions

Purchase/Registration

Q. How do I make my purchase in the City of Mississauga’s estore?
A. To help you find your way around Mississauga’s estore, please go to Mississauga estore’s
‘Instruction for Use’ page at
http://www.mississauga.ca/portal/services/instructionshttp://www.mississauga.ca/portal/services
/instructions which will help you make your purchase.

Q. Once I have registered for my program/course, how do I get my login
passcode?
A. You will receive your login passcode via an e-mail from Julian Sanchez
(julian.sanchez@mississauga.ca) two business days after your transaction has been completed
at City of Mississauga’s estore. Please make sure to print out the page with your password
information or write it down and keep your passcode in a safe place.

Q. I've paid for my course, but did not receive my login passcode. What do I do?
A. Login passcodes are e-mailed to purchasers of our program/courses in two business days
from date of purchase. If you have not received your passcode in two business days, please
send an e-mail to Julan Sanchez at julian.sanchez@mississauga.ca . Your access will then be
set-up manually. Please allow a minimum 48 hour turn around for a manual set-up.

Q. I’ve forgotten my login passcode. What do I do?
A. Contact julian.sanchez@mississauga.ca with the name of your course and the approximate
date you purchased the course. Also, if the course was purchased under a name different than
your own (i.e. not your own credit card), please let us know the credit card holder’s name.

Q. I have lost my receipt. Can you help?
A. To request a receipt e-mail your name, the date of purchase and which program you
purchased to Julian Sanchez at julian.sanchez@mississauga.ca and our support team will reply
with your receipt by e-mail.

Q. What is your refund policy?
A. No refunds will be processed unless there is a technical issue that we cannot resolve that
prevents a learner from effectively studying the course. Refund requests must be received
within 30 days of the date of purchase. For more information regarding this policy, please
contact Julian Sanchez at julian.sanchez@mississauga.ca.

Q. What is your privacy policy?
A. For information on the City of Mississauga’s privacy policy please visit
http://www.mississauga.ca/portal/helpfeedback/privacy.



                    For more information on making your purchase on Mississauga’s estore,
     visit the estore’s ‘Instructions for Use’ page at http://www.mississauga.ca/portal/services/instructions
           and estore’s Frequently Asked Questions at http://www.mississauga.ca/portal/services/faqs




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MBEC On-Line Business Training Programs/Courses

Q. Who are the courses designed for?
A. These Courses Are Designed For:
      Anyone interested in starting or growing an established business
      Business owners and entrepreneurs who want to increase their effectiveness and
      leadership skills
      Business students

Q: I'm only thinking of starting a business would these courses help me?
A: The most important part of the thinking phase of starting a business is the planning aspect.
These courses will help provide you with the skills to develop your business plan and evaluate
your business idea.

Q. Is there a limit of time on the courses I purchase?
A. You have 90 days to complete your purchase. After 90 days your login passcode will expire
and you will be unable to access the course.

Q: How much time do I have to spend on each course?
A: While the amount of time that you dedicate to each course is ultimately up to you. You are
able to proceed through the courses at your own pace and according to your schedule.
However, the following are the estimated program lengths for the two certificate programs:

     •   Small Business Management Certificate: 20 on-line hours of content
     •   Small Exporter Management Certificate: 25 on-line hours of content

The estimated program length for the Basic Sales Module is 11 hours and two hours for the
Basic Finance Module.

Q. Can I extend access to a course I purchased?
A. We do not extend access to a course except under unusual circumstances. If you feel that
you have exceptional reasons why you think your access should be extended past the time
you’re purchased, please send an e-mail outlining these reasons to Julian Sanchez at
julian.sanchez@mississauga.ca.

Q: Is there an in-class component to these courses?
A: No. These courses are designed to be completed from the comfort of your home or office on
your own schedule. If you need any help you can contact Julian Sanchez via e-mail at
julian.sanchez@mississauga.ca or (905) 615-3200 extension 4461.

Q. The exams are confusing. Can you help?
A. All exams have precise starting instructions that are important for you to read. Our exams
are all multiple choice questions taken in groups of 5 questions, called "banks". When you have
finished a bank you can logout and return later to continue at the next bank. i.e. if you are
taking and exam and complete the first two banks (or 10 questions) and then click next to go to
the page between bank pages and then sign off, when you next sign in to take the exam, your
previous answers have been stored and you will start at question 11, or the 3rd bank of
questions.




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Here is a copy of the exam instructions:
• this exam consists of XX questions;
• you require XX% to pass and be granted an on-line certificate;
• if you do not get XX% on the first pass, you can try again X times;
• if you still do not pass, you cannot take this exam again;
• the exam presents a bank of 5 questions with no time limit;
• once a bank is presented you must answer all 5 questions;
   between banks, you may exit the exam to review content or simply sign off;
• when you the exam you will be positioned at the next bank;
• upon successful completion of this exam you will be able to print out a copy of your
   certificate on your local printer - keep this certificate for your reference;
• all activities are logged - please do not try to "trick" the system;
• DO NOT REFRESH ANY PAGE NOR USE YOUR BACK ARROW AT ANY TIME!

If you have any problems please contact Julian Sanchez at julian.sanchez@mississauga.ca or
905-615-3200 extension 4461 detailing the issue. Remember to provide the name of the
course/examination.

Q. I'm having a problem printing my Certificate. Can you help?
A. You may have difficulties seeing or printing the certificate if you have a pop-up blocker
enabled on your computer. Please ensure you have all pop-up blockers disabled. If you think
you have disabled your pop-up blocker or don’t think you have one on your computer and are
still having problems please contact Julian Sanchez at julian.sanchez@mississauga.ca or 905-
615-3200 extension 4461 detailing the issue. Remember to provide the name of the
course/examination.

Q. I have lost my certificate. Can you help?
A. You can re-print your certificate by logging into the site and clicking on the Examination link.
If you have already passed the exam, your certificate will appear when clicking on this link.


Technical Questions

Q. What are the minimum requirements for my PC in order to take a course?
A. MBEC courses are optimized to run on Windows based computers with Internet Explorer 6 or
later / Firefox 3 or later and connected to the internet.
    • Ensure you have no pop-up blockers installed
    • Pentium class computer
    • 300+ MHz processor
    • 128 MB RAM
    • SVGA monitor capable of 16-bit color and 800 x 600 screen resolution
    • Sound card with speakers or headphones (some content contains multimedia)
    • Adobe Flash 6 Player or later / Shockwave Player. Both players are downloadable for
         FREE.
    • Minimum 56.6 Kbps Internet connection (High Speed cable, DSL-class or broadband
         access recommended)




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Q. Can I use my Mac (or other computers)?
A. Newer MAC computers with a recent version of the Firefox browser will perform well. Older
systems and the use of other browsers on a MAC are not supported.

Q. Do pop-up blockers cause problems?
A. Yes, they create HUGE problems. These blockers prevent pop-up windows from opening
which we require for our courses and assessments. You must disable ALL pop-up blockers -
i.e. ensure your browser allows pop-ups.

Q. How do I disable pop-up blockers?
A. If the Browser Test results indicate that you have a pop-up blocker problem, ensure that you
have turned off ALL pop-up blockers (sometimes called banner or ad blockers) on your
computer then run the Browser Test again to see if any are still causing problems.

Where do pop-up blockers come from? Very often, they are part of customized toolbars that
Web companies such as Google, Yahoo! and AOL allow you to download and install in your
browser. You may not even be aware that you have a pop-up blocker running on one of these
toolbars. The pop-up blocker may appear as a button on the toolbar that can be turned on and
off by clicking on the button. If the button allows you to "Allow all pop-ups from vubiz.com", then
do so. If a button does not appear on the toolbar, you may be able to disable it by opening your
browser, click on View, Toolbars; click on Web Features; click on the name of the toolbar you
wish to disable.

You may have more than one source of pop-up blockers. The Web browser Internet Explorer
itself and most security and/or virus software programs also contain pop-up blockers and they
must all be turned off. Ensure that you have turned off ALL pop-up blockers then run the
Browser Test again to see if any are still causing problems. How are pop-up blockers turned
off? This will vary according to the source of the pop-up blocker.

You can turn off the pop-up blocker embedded in your browser (Internet Explorer, in this
example) under the Tools menu. For more information regarding turning off pop-up blockers
from different sources, please click on the hyperlinks below for specific information on each:
        Internet Explorer Browser
        Firefox Browser
        Google Toolbar
        Yahoo Toolbar
        Norton Internet Security or Anti Spam
        McAfee
        Ad-Aware
        AOL

Q. How do I sign in?
A. After your purchase is complete you will receive a conformation e-mail with your login
passcode and where to sign in for your course. Once you receive your login passcode, go to
http://www.VuBiz.com/CHaccess/MBEC, enter your login passcode and click ‘Go’. Click on the
‘My Content’ tab to access the course. If you are unsure, please contact Julian Sanchez at
julian.sanchez@mississauga.ca or 905-615-3200 extension 4461.

Q. Do I need to be connected to the Internet to take the course?
A. Yes. We sell on-line courses that can only be taken while connected to the Internet. If your



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connection breaks while you are signed into the course, it will automatically sign you out of the
platform and you must sign in again.

Q. Why is the course asking for Shockwave/Flash?
A. Most of our courses require the Flash Player (or the Shockwave Player). These allow us to
offer animation and other advanced features to enhance the learning experience. They are
available for free from the Adobe website at http://adobe.com (Download Players).

Q. Why does my status say Not Started even though I have reviewed the course?
A. It’s most likely that there some settings in your browser that are interfering with the correct
tracking of your activity on our system. Please go to the link below which will bring up a Help
document of all of the problems we currently know about that will interfere with our system.
Please try taking the browser test at the bottom of the page and see if it pinpoints anything. If
so, try to correct the problem by following the suggestions in the Help document and do the
Browser Test again. If you’re STILL having trouble, it’s important that you run the Browser Test
again and let us know the results. We need to know if you can launch a test module from the
Browser Test screen and also we need to see the results that show up on the Browser Test
screen – a screen capture is great if you can get one. Here is the link to the Browser Issues
Help page:

http://vubiz.com/V5/Public/BrowserIssues.htm

Q. I got a message saying I have timed out. What is happening?
A. Whenever the service can't communicate properly with your browser it will disconnect ("Time
Out"). Here is a detailed list of why your browser cannot connect properly with the Vubiz
service:

     •   You left the service unattended for 20 minutes or more.
     •   You have set your browser security settings too tight. The default settings are normally
         perfect to run the Vubiz service. If you (or your organization) have tightened them you
         may not be able to connect to Vubiz. These browser settings are in "Tools/Internet
         Options/Security" (may vary with different versions).
     •   You clicked your "Back button" on your browser at the wrong spot. It's best to NEVER
         use your browser back button!
     •   You have your "cookies" disabled on your browser. Ensure you set your browser to
         enable cookies.
     •   You accessed Vubiz within a "pseudo" browser, such as Outlook. To access Vubiz you
         must open the Internet Explorer browser and access our service from there. Pseudo
         browsers do not maintain connectivity with servers.
     •   You right clicked on a link within the site which will open that page in a new window.
         This is a No-No - never right click on a link as the service needs all the component
         frames to work properly.
     •   You launched the site from an invalid bookmark. You must start the service at the
         beginning where you signed in - you cannot bookmark the service and start from there.




20
Q. I’m still having problems and I haven’t left my computer or clicked the back
button.
A. If you are still having difficulties then contact Julian Sanchez at
julian.sanchez@mississauga.com or 905-615-3200 extension 4461 with this information:
     • Your platform (PC, Mac)
     • Your operating system (Windows 2000, Windows XP, OSX, etc)
     • Your browser and browser version
     • (IE: internet explorer 6.0, Netscape 7.1 etc)
     • Your connection type (cable, DSL, modem etc)
     • Your network type (Home? Behind an office router?)




                                  Have More Questions?

     If you have any more questions or concerns, please contact Julian Sanchez at
     julian.sanchez@mississauga.ca or 905-615-3200 extension 4461.




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     F) Contact Us




                              301 Burnhamthorpe Road West
                                Central Library – 4th Floor
                                Mississauga ON L5B 3Y3

                                    Tel: 905-615-4460
                             E-mail: mbec@mississauga.ca
                            Website: www.mississauga.ca/mbec

              Open Monday to Friday 9:00 a.m. to 5:00 p.m.




     THINKING of Starting a Business? STARTING a Business? GROWING a Business?

 The Mississauga Business Enterprise Centre (MBEC) is your central source for
             small business information, resources and guidance.

         Visit us on the 4th floor of the Mississauga Central Library, online at
                www.mississauga.ca/mbec or call us at 905-615-4460.




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