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					                                                     Business Skills Course Catalog
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     Series                                           Course Title
Fundamentals of Business Law
               A Manager's Introduction to Business Law
               Contracts in Commercial Transactions
               Employment and Labor Law
               American Business Formations in the 21st Century
               Intellectual Property and Proprietary Rights
               Lawsuits and Negotiations
Managing Customer-Driven Process Improvement
               Why Customer Driven?
               Identifying What the Customer Wants
               Translating Requirements into Process Goals
               Understanding Processes
               Implementing Improvements
               Managing Process Improvements
               Managing Customer-Driven Process Improvement Simulation
Six Sigma Foundations
               Six Sigma Introduction
               Final Exam: Six Sigma Foundations
Six Sigma Team Implementation
               Six Sigma: Reducing Variation to Improve Quality
               Six Sigma: Listening to the Voice of the Customer
               Six Sigma DMAIC: Defining the Problem
               Six Sigma DMAIC: Measuring the Problem
               Six Sigma DMAIC: Analyzing the Data
               Six Sigma DMAIC: Analyzing the Process
               Six Sigma DMAIC: Improving the Process
               Six Sigma DMAIC: Controlling the Improved Process
               Final Exam: Six Sigma Team Implementation
Six Sigma Deployment
               Six Sigma and the Corporate Enterprise
               Leadership in Six Sigma
               Organizational Goals and Objectives
               History of Organizational Improvement and the Foundations of Six Sigma
               Overview of Business Process Management
               The ,Importance of Metrics to Six Sigma
Six Sigma: The Define Phase
               Define ,the Six Sigma Opportunity
               The ,Six Sigma Project Charter and Plan
               Six ,Sigma Team Leadership
               Six Sigma Team Dynamics and Performance
               The Six Sigma Change Agent
               Six Sigma Management and Planning Tools
               Six ,Sigma and the Voice of the Customer
               Six ,Sigma and Critical Customer Requirements
               Defining and Mapping the Six Sigma Process
               Scoping the Six Sigma Project
Six Sigma: The Measurement Phase Course Title: Probability and Statistics
                Process Analysis and Documentation
                Probability and Statistics
                Collecting and Summarizing Data
                Properties and Applications of Probability Distributions
                Measurement Systems
                Analyzing Process Capability
                Calculating Process Capability
Six Sigma: The Improve Phase
                Design ,of Experiments (DOE)
                Design ,and Analysis
                Taguchi and Quality Improvement
                Experimenting for Process Improvement
Six Sigma: The Control Phase
                Six Sigma--Statistical Process Control
                Control Charts and the Pre-control Process
                Six Sigma--Lean Tools for Control
                Six Sigma--Measurement System Re-analysis
Six Sigma: The Analyze Phase Course
                Exploratory Data Analysis
                Hypothesis Testing
                Common Tests
                Variance, Contingency Tables, and Nonparametric Tests
Lean Manufacturing
                Lean Logic
                Lean Value
                Lean Techniques
                Lean Strategies
                Final Exam: Lean Manufacturing
Logistics Management
                Overview of Logistics Management
                Inventory Management
                Supply Chain Management
Logistics Management
                Overview of Logistics Management
                Inventory Management
                Supply Chain Management
ISO 9000:2000 Overview
                The Who, What & Why of ISO 9000:2000
                Building a Quality Management System
                Quality-minded Management
                Customer Satisfaction Through Resource Management
                Processes for Quality Products and Services
                Continual Quality Improvement
                Steps for Successful ISO Registration
                Transitioning from ISO 9000:1994 to ISO 9001:2000
Supply Chain Management
                The Fundamentals of Supply Chain Management
                Supply Chain Management Strategies
                Supply Chain Planning and Inventory Management
                Supply Chain Management and e-Business
                Supply Chain Transportation and Facility Design
Six Sigma: The Lean Enterprise
                 Lean Concepts
                 Non-value added Steps and Tasks
                 Lean Tools
                 Total Productive Maintenance (TPM)
Six Sigma Black Belt: Design for Six Sigma Black Belt
                 Quality Function Deployment (QFD)
                 Robust Design and Process
                 Failure Mode and Effect Analysis
                 Design for X (DFX)
                 Special Design Tools
Six Sigma: Champion Training
                 Introduction to Six Sigma
                 Six Sigma Projects and Project Teams
How to Write a Business Case
                 Fundamental Components of a Business Case
                 Developing Target Market Strategy
                 Understanding Positioning
                 The Marketing and Sales Plan
                 Pricing for Profitability
                 Presenting Your Case
Strategic IT Planning
                 Setting the Stage for IT Success
                 Strategic Decision Making
                 IT ,Challenges: Present and Future
                 Strategic IT Planning Simulation
Strategic Management
                 Strategic Management - Planning
                 Strategic Management - Analysis and Choice
                 Strategic Management - Corporate Implementation
Technology Forecasting
                 Technology Forecasting
Global Business Strategy
                 Business Management and Strategy
                 Technology Management and Strategy
Value-Chain Analysis to Create Competitive Advantage
                 Value Chain: Structure and Analysis
                 Cost Advantage via Value Chain Analysis
                 Differentiation Advantage via Value Chain Analysis
                 Focus Advantage via Value Chain Analysis
Competitive Intelligence
                 Competitive Intelligence: Planning and Direction
                 Competitive Intelligence: Information Gathering
                 Competitive Intelligence: Analysis & Dissemination
The Fundamentals of Globalization
                 Globalization and Our Changing World
                 Globalization and Your Company
                 The Process of Globalizing a Product or Service
                 Managing from a Global Viewpoint
Systems Thinking in the 21st Century
                 What is Systems Thinking?
                 Building a Healthy System
                Systems-thinking Models and Thinking Skills
                System Archetypes
                Redesigning Your Organization: Part 1
                Redesigning Your Organization: Part II
                Taking Systems Thinking into Your Personal Life
e-Business Foundations
                The Fundamentals of e-Business
                Approaches to e-Business
                e-Business Opportunities
                e-Business Design
                Building a Successful Web Site
                e-Business Solutions
e-Business for Customer Relationship Management
                Introduction to Customer Relationship Management
                Electronic Customer Relationship Management
                Data Mining
                Profiting from Customer Relationship Management
                Profit Networks
e-Commerce Series
                Integrating e-Commerce with Traditional Business
                E-Commerce: B2C
                e-Commerce: B2B
                e-Marketplaces: B2B Exchanges
                Customer Relationship Management in e-Commerce
                Performance Measurement and e-Commerce Evaluation
Strategic Marketing in Action
                Elements of Marketing Strategy
                Analyzing the Market
                Competitive Factors in Strategic Marketing
                Writing a Marketing Plan: Phase 1
                Writing the Marketing Plan: Creative Strategy
                Creating a Marketing Campaign
                Marketing Management
                Financial Analysis for Successful Marketing
Strategic Brand Management
                Introduction to Brand Management
                Building Brand Equity
                Managing the Creative Elements of Brand
                Promoting Your Brand to Consumers
                Evaluating Brand Effectiveness
                Managing and Maintaining Brand Equity
Online Branding Strategy
                Introduction to Online Branding
                The Online Branding Environment
                Strategies for Building an Online Brand
Competitive Marketing Strategies
                Competitive Strategies for a New Marketplace
                Surpassing the Competition
Product Management Essentials
                Introduction to Product Management
                Developing a New-product Strategy
                Pricing and Profitability for Product Managers
Finance for Nonfinancial Professionals
                The Language of Accounting and Finance
                Using Financial Statements in Business Decisions
                Budgeting Fundamentals
How to Read and Interpret Financial Statements
                Understanding Financial Statements
                Reading the Income Statement and Balance Sheet
                Reading the Cash Flow Statement
                Analyzing Financial Statements
                Analyzing Beyond the Numbers
Accounting 101
                Accounting Fundamentals
                Accrual Accounting Procedures
                Accounting Systems and Closing Activities
                Accounting for Cash Control
                Accounting for Merchandising Businesses
                Final Exam: Accounting 101
Using Financial Statements (co-Developed with Wharton)
                Principles of Financial Statements
                Components of Financial Statements
                Analyzing the Income Statement and Balance Sheet
                The Income Statement and Balance Sheet Connection
                Analyzing Cash Flow
                Ratio Analysis for Financial Statements
                Credibility and Disclosure in an Annual Report
                Analyzing an Annual Report
Business Finance for Managers
                Introduction to Finance
                Making Budgets Work
                Cash Management
                Financial Statements and Analysis
                Sources of Funding
                Manager's Performance Guide - Business Finance
Finance Fundamentals for non-Finance Professionals
                Principles of Financial Management
                Basics of Budgeting
                Managing Cash Flows
                Understanding Financial Statements
Practical Budgeting Skills for Business
                Creating and Analyzing an Operating Budget
                The Ins and Outs of Capital Budgeting
                Effective Budget Management
Practical Budgeting for Managers
                The Basics of Budgeting
                Building an Operating Budget
                Capital Budgeting
                Managing Budgets Effectively
Practical Budgeting for Managers
                The Basics of Budgeting
                Building an Operating Budget
                Capital Budgeting
                Managing Budgets Effectively
Advanced Business Finance
                Introduction to Advanced Finance
                Investment Project Analysis and Selection
                Raising Capital and Financing Decisions
                Managing Working Capital
                Corporate Restructuring
                Financial Risk Management
                International Finance
                Final Exam: Advanced Business Finance
Accounting 102
                Accounting for Partnerships
                Accounting for Corporations
                Analyzing Cash Flow Statements
                Master Budgets
                Final Exam: Accounting 102
Auditing: A Practical Approach
                Introduction to Auditing
                Introduction to Internal Auditing
                Principles of Internal Auditing
                Introduction to External Auditing
                Principles of External Auditing
Managerial Accounting
                Overview of Managerial Accounting
                Managerial Decisions and Capital Budgeting
                Managing for Asset Control
                Cost Accounting Decisions


Managing Diversity
               Why Diversity Matters
               Changing the Corporate Culture
               Diversity in the Future
               Designing a Diversity Initiative
               Managing Diversity Simulation
New Employee Orientation
               Health, Safety, and Security Challenges
               Laws and Ethics in the Workplace
               Understanding Employee Benefits
Human Resources Management Essentials
               Human Resources Planning and Analysis
               Getting the Workforce Your Company Needs
               Workforce Compensation
               The Climate for Performance
Respecting Individual Rights
               Understanding Ethical Business Practice
               Implementing Ethics in Business
               Employment Rights
               Managing Diversity
               The Human Rights Act
               Harassment at Work
Managing Diversity and Inclusiveness
               Workplace Diversity
                 Culture and Behavior
                 Organizational Inclusion
                 Corporate Culture and Diversity
                 Management Skills for the Diverse Work Force
                 Communication and Diversity Adoption
                 Managing Diversity and Inclusiveness Simulation
How to Interview and Hire the Right People
                 The Pre-interview Process
                 Conducting Effective Interviews
                 Critical Parameters for Evaluating Candidates
Behavioral Interviewing
                 Building a Firm Foundation
                 Screening Applicants
                 Preparing for the Behavioral Interview
                 Conducting the Behavioral-based Interview
                 Preparing as the Interviewee
                 Experiencing the Behavioral-based Interview
                 Behavioral Interviewing (Simulation)
Recruiting & Retention Strategies for the Tight Labor Market
                 Recruiting for the 21st Century: The Market
                 Recruiting for the 21st Century: Strategies
                 Recruiting Successfully
                 Online Recruiting
                 Facilitating Effective Hiring
                 Retention
Effective Hiring and Interviewing Skills
                 Hiring Considerations
                 Effective Interviewing
                 Selecting the Best Applicant
                 Effective Hiring and Interviewing Skills Simulation
Hostility and Aggression in the Workplace
                 Workplace Aggression: The Scope of the Problem
                 The Three Stages of Aggressive Behavior
                 Potential Powder Kegs: Identifying & Defusing Them
                 How to Make Your Company Safer
                 Keeping Your Company out of Legal Trouble
                 Managing a Violent Crisis
HRCI/PHR Certification Program
                 EEO and Affirmative Action (HRCI/PHR)
                 Sexual ,Harassment in the Workplace (HRCI/PHR)
                 Managing Employment (HRCI/PHR)
                 Employee Relations (HRCI/PHR)
                 Non-union Work Environments (HRCI/PHR)
                 Union ,Work Environments (HRCI/PHR)
                 Employee Benefit Programs (HRCI/PHR)
                 Employee Development (HRCI/PHR)
                 HRD Development (HRCI/PHR)
                 Recruitment and Selection (HRCI/PHR)
                 Occupational Health, Safety and Security (HRCI/PHR)
                 Employee Compensation (HRCI/PHR)
                 Offers, Contracts, and Organizational Exit (HRCI/PHR)
                 HRCI/PHR Certification Program
                 Human Resources Fundamentals Simulation
                 Final Exam: HRCI/PHR Certification Program
HRCI/SPHR (Senior Professional Human Resource)
                 Strategic Management
                 Workforce Planning and Employment Strategies
                 Strategic Human Resource Development
                 Managing the HR Process
                 Compensation and Benefits Strategies
                 Employee and Labor Relations Strategies
                 Safety, Health, and Security Strategies
The Effective Administrative Support Professional
                 Getting Started--The Administrative Support Professional
                 Overview to Effective Business Communication
                 Using Effective Business Communication
                 Administrative Functions
                 Advancing Your Administrative Career
                 Effective Administrative Support Professional Simulation
Advanced Skills for Administrative Support Professionals
                 Behavior: Putting Your Best Foot Forward
                 Managing Yourself and Those Around You
                 Partnering with Your Boss
                 Communicating with Power and Confidence
                 Advanced Administrative Support Simulation
Knowledge Management Fundamentals
                 The Art of Knowledge Management
                 Knowledge as Capital
                 Putting Knowledge to Work
                 Managing Knowlege Workers
                 Being a Knowledge Activist
                 Final Exam: Knowledge Management Fundamentals
The 21st Century Learning Curve
                 Knowledge as Strategy: Performance Improvement
                 The Power of the Learning Organization
                 The Potential of Self-directed Learning
                 Implementing and Evaluating Self-directed Learning
                 Performance Support
                 Benchmarking for Best Practices
Achieving Measurable Performance Impact from Training
                 Training for Business Results
Moving into a Management Role
                 Becoming a Manager
                 A New Manager's Responsibilities and Fears
                 Lead and Commnice Effectively as a New Manager
                 A New Manager's Role in the Company's Future
                 Moving into Management Simulation
                 Leadership in Management Simulation
Succeeding as a First-Time Manager
                 Prepare for Your New Management Role
                 Lead and Develop Your Staff
                 Communication Skills and Positive Attitude
Essential Skills for Tomorrow's Managers
                 Competencies for Tomorrow's Managers
                Development Tools for Tomorrow's Managers
                The Manager as Coach and Counselor
                The Manager as Project Champion
                A Manager's Primer for Ensuring Accountability
                Continuous Learning for Tomorrow's Managers
                Essential Skills for Tomorrow's Managers (Simulation)
                Essential People Management Skills Simulation
Moving from Technical Professional to Management
                Management Development for Technical Professionals
                Communication Skills for Successful Managment
                Process Management Skills
                Leadership Development for Technical Professionals
                Strategies for Transitioning into Management
                Transitioning From Technical Professional to Management
                From Technical Professional to Leadership Simulation
How to Discipline Employees & Correct Performance Problems
                Understand and Confront Performance Problems
                Setting and Clarifying Standards
                Motivate and Recognize Employees
                Using Formal Discipline Measures
                Developing Teams & Correcting Performance Simulation
Performance Appraisal
                Continuous Performance Assessment
                Reviewing Performance
Management Excellence: Performance-Based Appraisals
                Effective Management: Performance-based Appraisal
                Designing Successful Performance-based Appraisals
                Implementing Performance-based Appraisals
                Performance-based Appraisal: An Employee View
                Appraising the Performance-oriented Team
                Performance-based Appraisals Simulation
360-Degree Performance Appraisal
                About 360-Degree Performance Feedback
                Elements of a 360-degree Performance Review
                Delivering 360-Degree Performance Feedback
                360-Degree Performance Appraisal Simulation
Managing Problem Performance
                Preventing Problem Performance
                Identifying Problem Performance
                Improving Problem Performance
                Dealing with Problem Performance
                Averting Problem Performance Simulation
                Addressing Problem Performance Simulation
The Fundamentals of Business Crises Management
                Preparing for Business Crises
                Responding to Business Crises
                Recovering from Business Crises
                Fundamentals in Business Crisis Management Simulation
Supporting Employees through the Change Process
                Begining the Change Process
                Managing Through the Change
                Incorporating Change in Your Organization
                Supporting Employees through Change Simulation
                Supporting Teams through Change Simulation
Practical Coaching Skills for Managers
                Tips and Techniques for Effective Coaching
                Implementing the Coaching Model
Dealing with Conflict and Confrontation
                Understanding Conflict
                Contentious Tactics and Conflict Escalation
                Resolving Conflict through Problem Solving
The Consummate Coach
                Coaching Changes Managerial Malpractices
                Foundations of Coaching
                The Coach's Roles
                Coaching and the People Issues
                Coaching Excellence Changes You
                Manager's Performance Guide - Coaching Skills
                The Consummate Coach Simulation
The Successful Facilitator
                The Role of the Facilitator
                Facilitative Fundamentals: Techniques and Tools
                Facilitating Work Groups and Meetings
                Facilitating Challenging Situations
                Facilitative Formats and Tools: Offering Options
                The Facilitative Leader
                The Successful Facilitator Simulation
Mentoring Essentials
                Effective Mentoring
                The Mentoring Manager
                Implementing an Organization-wide Mentoring Program
                Mentoring Strategies in the 21st Century
                Achieving Success with the help of a Mentor
                e-Mentoring
                Mentoring Essentials (Simulation)
Delegation Skills
                Delegation Basics
                The Personal Approach in Delegation
                Managing the Delegated Environment
                Effective Delegation Simulation
Coach with Confidence
                Coaching for Business
                Successful Coaching Relationships
                Key Stages in Coaching
                Coaching Skills
                Mindsets, Emotions and Coaching
                Coaching Trends
                Coach with Confidence Simulation
                Coaching Personalities and Teams Simulation
Managing Technical Professionals
                Understanding Technical Professionals
                Attracting, Motivating, and Retaining Technical Professional
                Models for Managing Technical Professionals
                Developing Career Plans for Your Technical Professionals
How to Overcome Negativity in the Workplace
                The Path from Pessimism to Optimism
                Proactive Approaches to Stop Negativity
                Overcoming Organizational Negativity
Making Change Work
                Building a Case for Change
                Guide Yourself Through Change
                Manage Organizational Change Processes
Managing Others through Change
                Change Leadership
                Communicating and Reinforcing Change
                Overcoming the Challenges of Change
                Managing Others through Change (Simulation)
Performance Appraisal
                Continuous Performance Assessment
                Reviewing Performance
                Performance Appraisals Simulation
Negotiation Strategies for Managers
                Successful Management Negotiation
                Advanced Management Negotiations
Managing Contractors and Temporary Employees
                Doing Business with Independent Contractors
                Hiring Temporary (Contingent) Employees
                Managing Contingent Employees
                Legal Pitfalls Regarding Independent Contractors
                Working with Temporary Agencies
                Hiring and Managing Contractors Simulation
                Final Exam: Managing Contractors and Temporary Employees
Effectively Managing Top Performers
                Managing and Rewarding Top Performers
Leading from the Front Line
                Challenges of the 21st Century
                Organizational Culture and Leadership
                Energizing and Empowering Employees
                Leadership and the Knowledge Worker
                Leading Change from the Front Line
                Dynamics of Leadership
                Leading from the Front Line Simulation
Leadership Skills for Women
                The Secrets of Female Leaders
                Building Your Support System
                Playing by the Rules
                Groundbreaking: The Paradigm Shift toward Women
                Establish and Maintain Authority
                Leadership Skills for Women Simulation
Business Execution
                Foundations for Business Execution
                Creating a Business Execution Culture
                Business Execution in Action
                Business Execution Simulation
Going from Management to Leadership
                The Mark of a Leader
                Communicating a Shared Vision
                The Enabling Leader
                Removing Performance Barriers
                Communicating as a Leader
                Coaching for Performance
                Leading through Change
                The Leader as a Model
                Going from Management to Leadership Simulation
                Growing from a Manager to a Leader Simulation
Leadership in Senior Management
                Senior Leadership Principles
                Senior Leadership in Action
Leading the Workforce Generations
                Introduction to Work Force Generations
                Attracting, Developing, and Retaining Generations
                Leading Silent Generation and Baby Boom Workers
                Leading Generations X and Next
                Making Cross-generational Teams Work
                Cross-generational Workers in the 21st Century
                Leading the Workforce Generations
Succession Planning for Business Environment
                Succession Planning Overview
                Succession Planning Strategies
                Succession Planning and Human Resources
                Succesion Planning Management
                Initiating a Succession Plan Simulation
                Implementing a Succession Plan Simulation
Interpersonal Communication Skills for Business
                The Process of Interpersonal Communications
                The Mechanics of Effective Communication
                Communication Skills for the Workplace
                Communicate for Results
                Communication Skills for Leadership
                Communication Skills for Resolving Conflict
                Communicate for Contacts
                Interpersonal Communication Skills for Business Simulation
                Interpersonal Communication Skills for Teams Simulation
Business Writing Essentials
                Writing with Intention
                Avoiding Errors in Usage and Punctuation
                Avoiding Grammatical Errors in Business Writing
                Crisp Composition
                Writing to Reach the Audience
                Getting the Most from Business Documents
                The Writing Process
                Final Exam: Business Writing Essentials
International Communications
                The Impact of Culture on Communication
                The Art of Global Communication
                Improving Your Cross-cultural Communications
                International Communications Simulation
                Cross-cultural Communications Simulation
Interpersonal Communication Skills
                 Communicate to Develop Relationships
                 Communicating to Increase Understanding
                 Listening, Influencing and Handling Tough Situations
                 Communicating Better with Your Team
Mastering Interpersonal Communication
                 Dynamics of Interpersonal Communication
                 Communication Tools
                 The Many Faces of Communication
                 The Interpersonal Side of Conflict
                 Interpersonal Business Savvy
                 Developing Interpersonal Skills in Your People
Emotional Intelligence in the Workplace
                 What Is Emotional Intelligence?
                 Emotional Intelligence at Work
                 Teamwork and Emotional Intelligence
                 Increasing Your Emotional Intelligence
                 The Emotionally Intelligent Leader
                 Emotional Intelligence in the Workplace (Simulation)
Effective Listening Skills
                 The Basics of Listening
                 Listening for Comprehension
                 Listening for Higher Purposes
                 Enhancing Your Listening Skills
                 Effective Listening Skills Simulation
Managing and Working with Difficult People
                 Difficult People in the Workplace
                 Working with Aggressive People
                 Working with Negative People and Procrastinators
                 Working with Arrogant and Duplicitous People
                 Managing and Working with Difficult People (Simulation)
                 Communicating Effectively with Difficult Coworkers
Assertive Communication
                 Professional Assertiveness
                 Assertiveness from the Inside Out
                 Assertive Communication Simulation
Business Etiquette and Professionalism
                 Everyday Business Etiquette
                 Communication Etiquette
                 Etiquette and the Business Meeting
                 Etiquette for Supervisors
                 Business Etiquette and Professionalism Simulation
Building Better Work Relationships
                 Building Effective Interfunctional Relationships
                 Building Effective Intercultural Relationships
                 Building Effective Intergender Relationships
                 Working Effectively with Customers
                 Working Effectively with Business Partners
                 Building Better Work Relationships Simulation
Business Grammar Essentials
                 Foundations of Grammar
                 Sentence Construction
                Understanding Writing Mechanics
                Punctuating with Skill
High-Impact Business Writing
                Preparing to Write Effectively to Your Audience
                Writing Concisely and Accurately
                Writing Effective Business Documents
Writing to Maximize Business Results
                Exploring the New Basics of Business Writing
                Writing High-impact Reports and Proposals
                Producing Letters that Drive Your Business
                Using Good Letters to Deliver Bad News
                Writing: The Art of In-house Memos
                Writing Effective E-mail Messages
Email Essentials
                Essentials of Electronic Communication
                Optimizing Email at Work
                E-mail and Organizational Communication
                E-mail as a Marketing Tool
Delivering Successful Presentations
                Presenting to Succeed
                Delivering Your Message
                Presentation Resources Available to You
                Delivering Successful Presentations Simulation
Powerful Presentation Skills
                Planning Your Presentation
                Delivering Your Presentation
                Presenting with Confidence and Impact
Meeting the Presentation Challenge
                The Foundations of Presentations
                Basic Presentation Structure
                Using Presentation Equipment Effectively
                Effective Presentation Delivery
                Advanced Presentation Skills
                Presentation as a Management Tool
Effective Business Meetings
                Planning Effective Business Meetings
                Leading Effective Business Meetings
                Participating Effectively in Business Meetings
                Effective Business Meetings Simulation
Dealing with Conflict in the Workplace
                Perspectives on Conflict
                Handling Conflict with Others
                Managing Conflict in the Organization
                Dealing with Conflict in the Workplace Simulation
                Managing Conflict in the Workplace Simulation
Professional Telephone Skills
                Handle Calls with Confidence and Professionalism
                Turn Difficult Callers into Delighted Customers
                Managing Telephone Technology
Telephone Skills For Business Professionals
                Effective Telephone Techniques
                Making Telephone Calls Count
                 Telephone Skills for Business Professionals Simulation
Negotiating to Win: Getting the Results You Want
                 Crafting a Deal
                 Connect and Communicate
                 The Negotiation Process
                 The Dynamics of Interaction
                 Inclusive Negotiating
                 When the Going Gets Tough
                 The Master Negotiator
                 Negotiating to Win (Simulation)
Getting Results Without Authority
                 Building Relationships to Get Results
                 Teamwork and Results Without Authority
                 Leadership Without Authority
                 Gaining Allies, Creating Change
                 Getting Results through Communication
                 Getting Results from the Boss
                 Getting Results without Authority Simulation
Effective Use of Feedback for Business
                 An Essential Guide to Giving Feedback
                 Coping with Criticism and Feedback
                 Giving Feedback to Colleagues
                 Team Feedback: A guide
                 Giving Feedback: A Manager's Guide
                 Effective Feedback for Employees and Colleagues Simulation
                 Effective Use of Feedback for Teams Simulation
International Business Skills - Culture, Customs and Norms
                 Managing Cultural Divides
                 Around the World in 80 Cultures
                 America's Neighbors: Beyond U.S. Borders
                 Over There: Conducting Business with Europeans
                 Crossing the Dateline: Japan, China, India
                 A Rich Tapestry of Cultural Contrasts
Anger Management in The Workplace
                 Experiencing Anger
                 Managing Your Anger
                 Managing Anger in the Workplace Simulation
How to Write an Effective Internal Business Case
                 Preparing a Business Case
                 Writing a Business Case
                 Presenting Your Case
Basic Business Math Skills
                 Whole Numbers, Fractions, and Equations
                 Decimals and Percents
                 Ratios, Averages and Graphs
Creativity and Innovation in the Workplace
                 The Foundations of Creativity and Innovation
                 Generating Creative and Innovative Ideas
                 Evaluating Creative and Innovative Ideas
                 Implementing Creative and Innovative Ideas
                 Creativity and Innovation in the Workplace Simulation
Taking Control of Your Workday
                Analyze Your Use of Time
                Set Goals and Prioritize Your Use of Time
                Major Time Management Challenges
                Taking Control of Your Workday Simulation
Achieving Balance in Your Professional and Personal Life
                Discovering Balance
                Setting a Course
                Managing Time
                Coping with Stress
                Committing to Self
                Keeping Your Balance
                Balancing Your Professional Life Simulation
Overcoming Overload - Managing Memory and Time
                Time as a Resource
                Eliminate the Time Wasters
                Organize to Remember
                Create Your Time and Memory Management Program
Fast-tracking Your Career
                Get Your Career on the Fast Track
                Basic Business Skills to Get You on the Fast Track
                Communication Skills to Fast-track Your Career
                Interpersonal Skills on the Fast Track
                The Boss Factor
                Improving Your Image
                Fast-Tracking Your Career Simulation
Planning Your Personal Finances
                Managing Your Cash Flow and Credit
                Homes and Vacation Homes
                Tax Planning
                Determining Your Insurance Needs
                Financing Your Family's Education
                Investing Wisely
                Planning for Retirement and Retirement Accounts
                Separation and Divorce
                Basic Estate Planning
                Financial Planning for Couples Simulation
                Planning Your Personal Finances Simulation
Working More Effectively - Taking Control of Your Time
                You and Your Time
                Techniques for Better Time Management
                Developing Good Time Management Habits
                Working More Effectively Simulation
Ethics in Business
                Ethical Decision Making
                Managerial Business Ethics
                Organizational Ethics
                Corporate Social Responsibility
                Ethics in Business Simulation
Living a Balanced Life
                Finding Your Life Balance
                Success Over Stress
                Strategies for Better Balance
                 Living a Balanced Life Simulation
Dealing with Organizational Change
                 Understnding Organizational Change
                 Being Prepared for Change
                 Communicating During Organizational Change
                 Dealing with Organizational Change Simulation
Creativity and Innovation
                 The Creative Process at Work
                 Brainstorming and Promoting Creative Thinking
Problem Solving and Decision Making
                 Problem Solving: Foundations
                 Problem Solving for Common Business Challenges
                 Decision-making Fundamentals
Breakthrough Strategies for a Web Economy
                 Breakthrough Strategies
                 Solution Thinking for Breakthrough Decisions
                 Breakthrough Innovation
                 Enabling Breakthrough Creativity
                 Breakthrough Motivation
                 Different Intelligences for Business Breakthroughs
Problem-solving and Decision-making for Business
                 Foundations of Effective Thinking
                 Framing the Problem
                 Generating Alternatives in Problem Solving
                 Dynamic Decision Making
                 Implementing and Evaluating a Decision
                 Problem Solving and Decision Making in Groups
                 Creative Problem Solving and Effective Thinking (Simulation)
                 Rational Problem Solving and Decision-making Simulation
Working without a Net - The Business of Risk
                 Risk Basics
                 Approaches to Risk Management
                 Decisions and Risk
                 Strategic Planning and Risk Management
                 Risk Strategies: The Cutting Edge
                 Working without a Net: Decisions Simulation
Achieving Organizational Excellence Through Critical Thinking
                 The Role of Critical Thinking in Organizations
                 Developing Fundamental Critical Thinking Skills
                 Strategies for Facilitating Critical Thinking
                 Critical Thinking Skills for Managing
                 Organizational Scope of Critical Thinking
                 Critical Thinking Strategies Simulation
Business Professionalism
                 Personal Accountability: Working for Your Inner Boss
                 Self-empowerment: Managing from Within
Business Professionalism
                 Developing a Positive Attitude
                 Successful Lifelong Learning
                 Goals ,and Goal Setting
                 Business Professionalism
Managing Yourself through Change
               The Effects of Organizational Change
               Making the Change
               The Paradigm Shift of Change
               Managing Yourself Through Change Simulation
Project Management Basics for Business Professionals (PMBOK 2000-aligned)
               Project Initiation (PMBOK 2000-aligned)
               Project Planning (PMBOK 2000-aligned)
               Project Execution (PMBOK 2000-aligned)
               Project Controlling (PMBOK 2000-aligned)
               Project Closing (PMBOK 2000-aligned)
               Project Management Basics: Scheduling Simulation
               Final Exam: Project Management Basics for Business Professionals (PMBOK 2000-aligned)
Project Management Professional Responsibility
               Ethics and Professional Knowledge (PMBOK 2000 aligned)
               Stakeholder Interests and Cultural Diversity (PMBOK 2000 aligned)
Professional Project Management - (non-certification)
               Defining Projects
               Essential Project Management Tools
               Computer-assisted Project Planning
               Building the Project Team
               Leading the Successful Project Team
               Completing the Project
Professional Project Management Fundamentals (PMBOK-aligned)
               Project Management Context and Processes
               Project Integration, Scope, and Time Management
               Project Cost and Quality Management
               Project Human Resources and Communications
               Project Risk and Procurement Management
               Manager's Performance Guide - Project Management
Advanced Project Scope, Time and Cost Management (PMBOK-aligned)
               Managing Project Scope
               Project Constraints and Risks
               Project Time Management
               Project Cost Accounting
Advanced Project Management - Project Integration Management (PMBOK-aligned)
               Project Plan Development
               Project Plan Execution and Overall Change Control
Advanced Project Management - Project Scope Management (PMBOK-aligned)
               Project Scope Management: Initiation and Planning
               Project Scope Management: Defining Scope
               Project Scope Management: Controlling Change
Advanced Project Management - Project Time Management (PMBOK-aligned)
               Project Activity Planning
               Project Activity Duration Estimating
               Project Schedule Development
               Project Schedule Control
Advanced Project Management - Project Cost (PMBOK-aligned)
               Project Resource Planning
               Project Cost Estimating and Budgeting
               Project Cost Control
Advanced Project Management - Project Quality Management (PMBOK-aligned)
               Project Quality Planning
                 Project Quality Assurance
                 Project Quality Control
Advanced Project Management - Project HR Management (PMBOK-aligned)
                 Project Organizational Planning
                 Project Staff Acquisition
                 Project Team Development
Advanced Project Management - Project Risk Management (PMBOK-aligned)
                 Project Risk Identification
                 Project Risk Quantification
                 Project Risk Response Development and Control
Advanced Project Management - Project Procurement Management (PMBOK-aligned)
                 Project Procurement Planning
                 Project Solicitation
                 Project Source Selection
                 Project Contract Management
Project Management for IT Professionals
                 Introduction to IT Project Management
                 Functions of IT Project Management
                 The Life Cycle of an IT Project
                 Managing the Execution and Control of IT Projects
                 Managing Efficiencies of IT Projects
                 Project IT Management Simulation - The Early Stages
                 Project IT Management Simulation - Design to Rollout
                 Final Exam: Project Management for IT Professionals
Strategic Project Management for IT Projects
                 Strategic Planning and Positioning for IT Projects
                 Strategic Approaches to Managing IT Projects
                 Estimating the IT Project Work Effort
                 IT Project Leadership, Authority & Accountability
                 Managing Multiple IT Projects
                 Cost Management and IT Project Trade-offs
                 Strategic Project Management for IT Projects Simulation
                 Final Exam: Strategic Project Management for IT Projects
Project Management for Non-Project Managers
                 Project Management Fundamentals
                 Transitioning into a Project Management Role
                 Initiating and Planning a Project
                 Managing a Project
                 Troubleshooting and Closing the Project
Test Prep
                 TestPrep Certified Associate in Project Management (CAPM)
                 Project Management Professional (PMP) PMBOK Guide Third Edition Aligned
Project Integration Management - PMBOK 2000-aligned
                 Project Plan Development (PMBOK 2000)
                 Project Plan Execution (PMBOK 2000)
                 Project Integrated Change Control
Project Scope Management - PMBOK 2000-aligned
                 Project Initiation and Planning (PMBOK 2000)
                 Project Scope Definition (PMBOK 2000)
                 Project Scope Verification and Change Control
Project Time Management PMBOK 2000-aligned
                 Project Activity Planning (PMBOK 2000)
                 Project Activity Duration Estimating (PMBOK 2000)
                 Project Schedule Development (PMBOK 2000)
                 Project Schedule Control (PMBOK 2000)
Project Cost Management - PMBOK 2000-aligned
                 Project Resource Planning (PMBOK 2000)
                 Project Cost Estimating and Budgeting (PMBOK 2000)
                 Project Cost Control (PMBOK 2000)
Project Quality Management - PMBOK 2000-aligned
                 Project Quality Planning (PMBOK 2000-aligned)
                 Project Quality Assurance
                 Project Quality Control (PMBOK 2000)
Project Human Resources Management - PMBOK 2000-aligned
                 Project Organizational Planning (PMBOK 2000)
                 Project Staff Acquisition (PMBOK 2000)
                 Project Team Development (PMBOK 2000)
Project Communications Management (PMBOK 2000-aligned)
                 Project Communications Planning (PMBOK 2000-aligned)
                 Project Performance Reporting (PMBOK 2000)
                 Project Information Distribution and Closure (PMBOK 2000)
                 Project Communications Management Simulation
Project Risk Management (PMBOK 2000-aligned)
                 Project Risk Planning and Identification
                 Project Qualitative Risk Analysis (PMBOK 2000 aligned)
                 Project Quantitative Risk Analysis (PMBOK 2000)
                 Project Risk Response Planning (PMBOK 2000)
                 Project Risk Monitoring and Control (PMBOK 2000)
                 Project Risk Management Simulation
Project Procurement Planning - PMBOK 2000-aligned
                 Project Procurement Planning (PMBOK 2000)
                 Project Solicitation (PMBOK 2000)
                 Project Source Selection (PMBOK 2000)
                 Project Contract Management (PMBOK 2000)
Project Management Essentials - PMBOK-Third Edition aligned
                 An Introduction to Project Management (PMBOK-Third Edition aligned)
                 Project Lifecycles and Stakeholders (PMBOK-Third Edition aligned)
                 Project Management Process Groups and Initiating (PMBOK-Third Edition aligned)
                 Project Planning (PMBOK-Third Edition aligned)
                 Executing, Monitoring & Controlling, and Closing a Project
                 Project Management Essentials Simulation
Project Integration Management (PMBOK® Guide - Third Edition-aligned)
                 Initiating a Project and Preparing the Project Plan
                 Project Integration: Executing and Completing a Project
Project Scope Management (PMBOK® Guide - Third Edition-aligned)
                 Planning Project Scope
                 Controlling Project Scope
Project Time Management (PMBOK® Guide - Third Edition-aligned)
                 Elements of Project Time Management
                 Project Scheduling
Project Cost Management (PMBOK® Guide -Third Edition-aligned)
                 Estimating Activity Costs
                 Budgeting and Controlling Costs
Project Quality Management (PMBOK® Guide - Third Edition-aligned)
                 Planning for Quality
                 Performing Quality Assurance and Control
Project Human Resource Management (PMBOK® Guide - Third Edition-aligned)
                 Elements of Project Human Resource Management
                 Implementing Project Human Resource Management
                 Project Human Resources Management Simulation
Project Communications Management (PMBOK® Guide - Third Edition-aligned)
                 Communications Planning and Information Distribution
                 Performance Reporting and Stakeholder Management
                 Project Communications Management Simulation
Project Risk Management (PMBOK® Guide - Third Edition-aligned)
                 Planning and Identifying Project Risk
                 Analyzing Project Risk
                 Responding to and Controlling Project Risk
Project Procurement Management (PMBOK® Guide - Third Edition-aligned)
                 Planning Project Procurement and Requesting Seller Responses
                 Choosing Sellers and Administering and Closing Contracts
                 Project Procurement Management Simulation
Managing Software Project Outsourcing
                 Making the Right Outsourcing Decision
                 Planning the Outsourcing Deal
                 The Outsourcing Project
                 Determining Project Quality Standards and Milestones
                 Measuring Project Outsourcing Success
9 Traits of Highly Successful Work Teams
                 Establishing a Shared Purpose
                 Forging Shared Team Operational Values
                 Clarifying Team Roles and Procedures
                 Conducting Effective Team Meetings
                 Making Effective Team Decisions
                 Confronting and Resolving Conflict
                 Conducting Self-assessments
                 Seeking Organizational Integration
                 Sharing Rewards and Celebrating
How to Lead a Team
                 Foundations for Building Effective Teams
                 Team Facilitation and Decision-Making
                 Dealing with Team Conflict
                 Team Leadership
How to Make Cross-Functional Teams Work
                 Determine Need and Select the Project Manager
                 Select, Evaluate, and Fund Cross-functional Teams
                 Developing the Cross-functional Team
                 Achieving Results as a Cross-functional Team
Participating in a Project Team
                 The Self-directed Project Team Member
                 Project Team Communication Skills
                 Team-building Is an Inside Job
                 Troubleshooting for Project Teams
                 The Project Team Star Player
                 Honing Your Leadership Skills
                 Participating in a Project Team Simulation
Cultivating a High-performance Project Team
                 Building a High-performance Team
                 Harnessing Collective Knowledge
                 Managing a Project with Your Team
                 Revving up Your High-performance Project Team
                 Maintaining Project Team Peak Performance
                 Fixing Broken Teams
                 Cultivating a High-performance Project Team Simulation
Creating High-performance On-site and Virtual Teams
                 Launching Successful On-site and Virtual Teams
                 Leading Successful On-site Teams
                 Leading Virtual Teams
                 Facilitating On-site and Virtual Teams
                 Creating High-Performance and Virtual Teams Simulation
                 Leading Virtual Teams Simulation
Participating in Teams
                 Effective Team-building Straegies
                 Effectively Communicating in Teams
                 The Individual's Role in a Team
                 Participating in Teams Simulation
Making Teams Work: Capitalizing on Conflict
                 Team Conflict: The Seeds of Dissent
                 Analyzing Workplace War Zones
                 Getting Past Clashes: Valuing Team Diversity
                 Conquering Conflict through Communication
                 The Path to Peace and Harmony
                 Manager's Performance Guide - Team Conflict Skills
                 Making Teams Work (Simulation)
Managing and Leading the Virtual Team
                 Virtual Team Basics
                 Virtual Team Communication
                 Collaboration in Virtual Teams
                 Virtual Project Management
                 Virtual Team Leadership
                 Learning Organizations and the Virtual Team
                 Managing and Leading the Virtual Team Simulation
Field Sales Skills
                 Field Sales Foundations
                 Planning Your Field Sales Approach
                 Applying Your Field Sales Approach
                 Completing Your Field Sales Approach
                 Field Sales Skills Simulation
Territorial Account Sales Skills
                 The Territorial Account Sales Approach
                 Understanding Your Target Customer's Business
                 Effectively Using Customer-focused Research Meetings
                 Gaining Access to Key Personnel at Your Target Accounts
                 Delivering High-impact Territorial Account Sales (TAS) Prese
                 Territorial Account Sales Skills Simulation
Inside Sales Skills
                 Preparing for Outbound Sales Calls
                 Initiating Outbound Sales Calls
                 Completing Outbound Sales Calls
                 Preparing for Inbound Sales Calls
                 Completing Inbound Sales Calls
                 Inside Sales Skills Simulation
Strategic Account Sales Skills
                 The Strategic Account Sales Approach
                 Understanding Your Customer
                 Conducting Effective Sales Research Meetings
                 Working with Your Customer's Key Players
                 Delivering High-Impact Sales Presentations
                 Strategic Account Sales Skills Simulation
Sales: A Focus on Solutions
                 Moving from Product Selling to Solution Selling
                 Power Prospecting
                 Finding the Pain You Can Cure
                 Influencing Your Customer's Decision
                 Presenting Your Solution
                 Building Relationships for Continuing Success
                 Solution-Selling SIMULATION: From Lead to Trial Period
Sales Team Management
                 Building a Winning Sales Team
                 Using Business Tools to Manage a Sales Team
                 Motivating a Winning Sales Team
                 Communicating in Sales Teams
                 Sales Team Management Simulation
The Sales Wheel of Success - Advanced Selling Series
                 Sales Motivation
                 Developing Your Full Sales Potential
                 Advanced Sales Communication Techniques: Part One
                 Advanced Sales Communication Techniques: Part Two
                 Maintaining Your Customer Base
                 Expanding Your Customer Base
                 Time is Money: Spend it Well
                 Product Knowledge
                 Advanced Sales (Simulation)
Selling at the Executive Level
                 Prepare for Success
                 Strategic Planning
                 Progressing through the Complex Sale
                 Presenting Your Proposition
                 Negotiating to Mutual Benefit
                 From Executive-level Sale to Strategic Partnership
                 Preparing for the Executive-level Sale Simulation
                 Progressing through the Complex Sale Simulation
                 Closing Executive-level Sales Simulation
SalesUniversity Sales Orientation: Professional Selling in the Knowledge Economy
                 The Profession of Selling
                 Professional Selling in the Knowledge Economy
                 Professional Selling in the Knowledge Economy Simulation
SalesUniversity Sales Math 101: Developing a Sales Plan for Success
                 Sales Math 101: Developing a Sales Plan for Success
SalesUniversity Sales Manufacturing: A Success Model
                Sales Manufacturing (TM): Identifying Sales Opportunities
                Sales Manufacturing (TM): Sales Production
                Sales Manufacturing Simulation
SalesUniversity Communication 101
                Sales Communications Foundations
                Sales Communications Essentials
                Telesales Communications
                Sales Communication Techniques Simulation
How to Excel at Customer Service
                Building the Service Foundation: Corporate Culture
                Fundamentals of Exceptional Customer Service
                The Voice of the Customer
                Advancing Your Service Expertise
                Customers, Conflict and Confrontation
                Overcoming Challenging Service Situations
                Instilling Service Excellence: the EXCEL Acronym
                Service Stars and Service Teams
                Excelling at Customer Service (Simulation)
                Customer Service Simulation
Frontline Call Center Skills
                The Call Center Industry
                Call Center Communication Skills
                Call Center Customer Service
                Call Center Telephone Sales
                Frontline Call Center Skills (Simulation)
Customer Relationship Management
                The Customer-driven Organization
                Hiring and Retaining Service Professionals
                Effective Service Recovery
                Serving Your Internal Customers
                Beginning Electronic Customer Relationships
                Sustaining Excellent Customer Service
                Managing Customer Relationships Simulation
Measuring Customer Satisfaction
                Discovering What Your Customers Want
                Developing Customer Satisfaction Surveys
                Customer Satisfaction: Analysis and Implementation
                Measuring Customer Satisfaction Simulation
Internal Customer Service
                Excellence in Internal Customer Service
                Working With Internal Customers
                Overcoming Internal Customer Service Problems
                Internal Customer Service: Conflict and Complaints
Internal Customer Service Agent Skills
                The Customer Service Agent in Action
                Professional Skills for Customer Service Agents
                Managing Challenges in Customer Service
                Cross-selling in a Customer Service Call
                Customer Service Agent Skills Simulation
Technical Support Agent Skills
                The Contact Center and Technical Support Agent
                Technical Support Essentials
                 Assessing Customer Behavior
                 Technical Support Agent Survival Skills
                 Technical Support Agent Skills Simulation
Managing A Customer-Focused Department
                 Identifying Your Customer's Expectations
                 Using Surveys to Measure Customer Satisfaction
                 Bridge The Expectations Gap
                 Leading A Customer-Focused Team
                 Managing a Customer-focused Department Simulation
Managing a Customer Service-Oriented Culture
                 Establishing Your Team's Desired Performance
                 Coaching in a Service Oriented Culture
                 Exceeding Customer Expectations
                 Customer Service Strategy
                 Improving the Process of Service Delivery
                 Navigating the Change Process Successfully
Inbound Call Center Management
                 The Inbound Call Center
                 Inbound Call Center Management: Leadership
                 Inbound Call Centers: People Management
                 Inbound Call Center Technology
                 Performance Metrics for an Inbound Call Center
IT Infrastructure Library (ITIL) Foundations
                 ITIL: ,The Service Desk and Incident Management
                 ITIL: ,Configuration and Release Management
                 ITIL: Service Level and Capacity Management
                 ITIL: Problem and Change Management
                 ITIL: Continuity and Availability Management
                 ITIL: Financial and Security Management
HDI - Customer Support Specialist, Professionalism
                 The Customer Support Specialist (CSS)
                 The Support Center Service
                 Establishing Team and Customer Relationships
HDI - Customer Support Specialist
                 Interacting with the Customer
                 Effective Communication Skills
                 Managing Conflict, Stress, and Time
HDI - Customer Support Specialist, Process
                 Customer Service Procedures
                 Managing the Quality of the Customer Support Service Center
Consulting with the External Client
                 Essentials of External Consulting
                 The Client-Consultant Relationship
                 Diagnosing and Planning
                 Managing Delivery
                 Evaluation and Review
                 Consulting with the External Client Simulation
Consulting wtih the Internal Client
                 Essentials of Internal Consulting
                 Internal Consulting Skills
                 Establishing a Relationship with Internal Clients
                 A Workable Solution for Internal Clients
                 Evaluating Internal Assignments
                 Consulting with the Internal Client Simulation
Internal Consulting for the Technical Professional
                 The Technical Professional as Internal Consultant
                 Creating Effective Contracts
                 Using Data as a Technical Professional Consultant
                 Resistance and Technical Professional Consultants
Doing Business with the U.S. Federal Government
                 The Federal Government is You
                 Purposes of the Federal Government
                 Organization of the Federal Government
                 Dealing with the Federal Government
Industry Overviews
                 The Automotive Industry Overview
                 The Oil and Gas Industry Overview
                 The Pharmaceutical Industry Overview
                 The Food and Beverage Industry Overview
                 The Health Care Industry Overview
                 Banking Industry Overview
                 Manufaturing Industry Overview
                 Retail Industry Overview
                 Telecommunications Industry Overview
                 Information Technology (IT) Industry Overview
                 Insurance Industry Overview
                 Federal Government Industry Overview
e-Learning Foundations
                 e-Learning
Vertical Solutions (not part of the Business Skills Solution Area)
Retail Banking Essentials
                 Financial Planning
                 Consumer Credit Products
                 Trust Customer Referrals
                 Financial Planning Products
                 Insurance and Annuities Referrals
                 Making Securities Referrals
Financial Services for New Account Representatives
                 The Financial Services Industry
                 Customer Service for New Account Representatives
                 Financial Service Representatives in Action
                 Sales for New Account Representatives
                 Savings and Checking for New Account Representatives
                 IRAs for New Account Representatives
                 Commercial Accounts for New Account Representatives
                 Legal Aspects for New Account Representatives
Customer Service in the Financial Services Industry
                 Customer Service Improves Your Results
                 Knowing Your Customers -- The Key to Success
                 Essential Customer Service Communication Skills
                 Helping Your Customer to Make the Right Decisions
                 Continuous Customer Service
Security Issues for Financial Institutions
                 Automated Teller Fraud
              Bank Security for Customer Contact Personnel
              Bank Security for Officers
              Embezzlement
              Forgeries and Counterfeits
              Identity Theft
              Dealing with Robberies
Federal Government Legal Compliance
              The No FEAR Act
              IT Security Awareness
              The US Constitution
              Sexual Harassment Prevention for Federal Employees
              Accessibility and Section 508 Awareness
              Workplace Safety
              Federal Enterprise Architecture
              Federal Budgeting Process
              Government Ethics
              Proper Use of Government Charge Cards
Compliance Curriculum (not part of the Business Skills Solution Area)
HR Compliance
              Antitrust-Overview
              Antitrust-Talking with the Competition
              Antitrust-Trade Associations
              Code of Conduct
              Conflict of Interest
              E-mail and Internet Use
              Foreign Corrupt Practices Act
              Intellectual Property Overview
              Trade Secrets
              Americans with Disabilities Act (ADA)
              Attorney-Client Privilege
              Doing Business on the Internet
              Doing Business with the Government
              Fair Labor Standards Act (FLSA)
              Insider Trading
              Interviewing and Hiring Practices
              Record Retention
              Independent Contractors and Temporary Employees
              The Sarbanes-Oxley Act of 2002
              Union Awareness
              Diversity in the Workplace
              Family Medical Leave Act (FMLA)
              Equal Employment Opportunity (EEO)
              Rightful Termination
              Documenting Discipline
              Sarbanes Oxley: Whistleblower Protection

               Workplace Harassment
               Business Ethics
               Americans with Disabilities Act
               E-mail and Internet Use Policy
               Questionable Interviewing Questions
               Conflicts of Interest
              Drug-free Workplace
              Understanding the Fair Labor Standards Act (FLSA)
              Record Retention Policy
Harassment
              Sexual Harassment Awareness for Employees
              Sexual Harassment Awareness for Supervisors and Managers
              Workplace Harassment
              Sexual Harassment Awareness for Employees
              Dealing with Sexual Harassment Claims
              Sexual Harassment Training for Human Resource Professionals
              Dealing with Sexual Harassment - Simulation
              Managing Sexual Harassment Problems - Simulation
HIPAA
              HIPAA Privacy Rules
              HIPAA: Electronic Health Data Transactions
              HIPAA: Evaluating the Impact of the Privacy Rule
              HIPAA: Implementing Privacy Rules
              HIPAA: Securing Protected Health Information
              Understanding Healthcare Rights Under HIPAA

Workplace Issue Fundamentals
              Workplace Harassment [HR0111]
              Diversity in the Workplace [HR0112]
              Business Ethics [HR0113]
              Family Medical Leave Act (FMLA) [HR0111]
              Equal Employment Opportunity (EEO) [HR0115]
              Americans with Disabilities Act [HR0116]
              Rightful Termination [HR0117]
                              184         71          160          119
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American                    Chinese     Chinese     Chinese
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          OPER0211
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           OPER0151
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          FE0003_ENG

          OPER0321
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Retired   OPER0311     OPERA311   OPERF311
Retired   OPER0312     OPERA312   OPERF312
Retired   OPER0313     OPERA313   OPERF313

          OPER0401
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          OPER0501                           OPERE501
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            STGY0211                    STGYF211              STGY7211
            STGY0212                                          STGY7212
            STGY0213                    STGYF213              STGY7213
            STGY0214                    STGYF214   STGYE214   STGY7214
            STGY0215                                          STGY7215
            STGY0216                                          STGY7216

            STGY0221
            STGY0222
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            STGY0301         STGYA301              STGYE301   STGY7301
            STGY0302         STGYA302   STGYF302   STGYE302   STGY7302
            STGY0303         STGYA303              STGYE303   STGY7303

ANS         STGY0311

ANS         STGY0321
ANS         STGY0322

ANS         STGY0331                                          STGY7331
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ANS         STGY0341
ANS         STGY0342                                          STGY7342
ANS         STGY0343                                          STGY7343

            STGY0351
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            STGY0401                                          STGY7401
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      STGY0403                                   STGY7403
      STGY0404                                   STGY7404
      STGY0405
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ANS   EBUS0101             EBUSF101
ANS   EBUS0102
ANS   EBUS0103             EBUSF103
ANS   EBUS0104
ANS   EBUS0105
ANS   EBUS0106             EBUSF106

ANS   EBUS0111                        EBUSE111
ANS   EBUS0112                        EBUSE112
ANS   EBUS0113                        EBUSE113
ANS   EBUS0114                        EBUSE114
ANS   EBUS0115

ANS   EBUS0121                        EBUSE121
ANS   EBUS0122
ANS   EBUS0123
ANS   EBUS0124                        EBUSE124
ANS   EBUS0125                        EBUSE125
ANS   EBUS0126

      MKT0201    MKTA201   MKTF201    MKTE201    MKT7201
      MKT0202    MKTA202   MKTF202    MKTE202    MKT7202
      MKT0203    MKTA203   MKTF203    MKTE203    MKT7203
      MKT0204    MKTA204              MKTE204    MKT7204
      MKT0205    MKTA205              MKTE205    MKT7205
      MKT0206    MKTA206   MKTF206    MKTE206
      MKT0207    MKTA207   MKTF207    MKTE207
      MKT0208    MKTA208

      MKT0211                         MKTE211
      MKT0212              MKTF212    MKTE212
      MKT0213                         MKTE213
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      MKT0221
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      MKT0231
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      MKT0241
      MKT0242    MKTA242
      MKT0243    MKTA243
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           FIN0151
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           FIN0161                         FINE161
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Retired    FIN0201
Retired    FIN0202
Retired    FIN0203
Retired    FIN0204

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        FIN0211
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        HR0021
        HR0022
        HR0024
        HR0023
        HR0020

ANS     HR0001
ANS     HR0002
ANS     HR0003

ANS     HR0101     HRA101
ANS     HR0102
ANS     HR0103     HRA103
ANS     HR0104

       UK ONLY
       UK ONLY
       UK ONLY
       UK ONLY
       UK ONLY
       UK ONLY

ANS     HR0141
ANS   HR0142
ANS   HR0143
ANS   HR0144
ANS   HR0145
ANS   HR0146
ANS   HR0140

ANS   HR0201
ANS   HR0202   HRA202            HRE202
ANS   HR0203            HRF203   HRF203

      HR0211
      HR0212
      HR0213   HRA213
      HR0214
      HR0215
      HR0216   HRA216
      HR0210

      HR0221
      HR0222
      HR0223   HRA223
      HR0224
      HR0225
      HR0226

      HR0231                     HRE231
      HR0232
      HR0233                     HRE233
      HR0230

ANS   HR0341
ANS   HR0342
ANS   HR0343
ANS   HR0344
ANS   HR0345
ANS   HR0346

      HR0241
      HR0242
      HR0243
      HR0244
      HR0245
      HR0246
      HR0247
      HR0248
      HR0249
      HR0251
      HR0252
      HR0253
      HR0254
      HR0240
          HR024S
        FE0007_ENG

      hr_01_a01_bs_enus
      hr_01_a03_bs_enus
      hr_01_a04_bs_enus
      hr_01_a08_bs_enus
      hr_01_a05_bs_enus
      hr_01_a06_bs_enus
      hr_01_a07_bs_enus

          ADM0101
          ADM0102
          ADM0103
          ADM0104
          ADM0105
          ADM0100

          ADM0111
          ADM0112                               ADME112
          ADM0113
          ADM0114
          ADM0110

         KNOW0101                    KNOWF101   KNOWE101
         KNOW0102                               KNOWE102
         KNOW0103                               KNOWE103
         KNOW0104                               KNOWE104
         KNOW0105
        FE0008_ENG

         KNOW0111         KNOWA201              KNOWE201   KNOW7201
         KNOW0112         KNOWA202              KNOWE202
         KNOW0113         KNOWA203              KNOWE203
         KNOW0114         KNOWA204              KNOWE204
         KNOW0115         KNOWA205
         KNOW0116         KNOWA206                         KNOW7206

         KNOW0301

         MGMT0001
         MGMT0002
         MGMT0003
         MGMT0004
         MGMT000S
         MGMT000T

ANS      MGMT0101         MGMTA101              MGMTE101   MGMT7101
ANS      MGMT0102         MGMTA102              MGMTE102
ANS      MGMT0103         MGMTA103              MGMTE103   MGMT7103

         MGMT0111         MGMTA111   MGMTF111   MGMTE111
      MGMT0112   MGMTA112              MGMTE112
      MGMT0113   MGMTA113   MGMTF113   MGMTE113
      MGMT0114   MGMTA114   MGMTF114   MGMTE114
      MGMT0115   MGMTA115   MGMTF115   MGMTE115   MGMT7115
      MGMT0116   MGMTA116   MGMTF116   MGMTE116
      MGMT0110
      MGMT011S

      MGMT0121                         MGMTE121
      MGMT0122                         MGMTE122
      MGMT0123
      MGMT0124
      MGMT0125
      MGMT0120
      MGMT012S

ANS   MGMT0131   MGMTA131              MGMTE131   MGMT7131
ANS   MGMT0132   MGMTA132              MGMTE132   MGMT7132
ANS   MGMT0133   MGMTA133              MGMTE133
ANS   MGMT0134
ANS   MGMT0130

      MGMT0341
      MGMT0342

ANS   MGMT0141   MGMTA141              MGMTE141   MGMT7141
ANS   MGMT0142
ANS   MGMT0143
ANS   MGMT0144                                    MGMT7144
ANS   MGMT0145   MGMTA145
ANS   MGMT0140

      MGMT0151   MGMTA151
      MGMT0152
      MGMT0153   MGMTA153
      MGMT0150

      MGMT0161
      MGMT0162
      MGMT0163
      MGMT0164
      MGMT0160
      MGMT016S

      MGMT0171
      MGMT0172
      MGMT0173
      MGMT0170

      MGMT0181
      MGMT0182
      MGMT0183
      MGMT0180
      MGMT018S

ANS   MGMT0212
ANS   MGMT0211

ANS   MGMT0221   MGMTA221
ANS   MGMT0222   MGMTA222
ANS   MGMT0223   MGMTA223              MGMT7223

ANS   MGMT0241
ANS   MGMT0242              MGMTE242
ANS   MGMT0243
ANS   MGMT0244
ANS   MGMT0245
ANS   MGMT0246
ANS   MGMT0240

      MGMT0271
      MGMT0272              MGMTE232   MGMT7232
      MGMT0273              MGMTE233
      MGMT0274                         MGMT7234
      MGMT0275
      MGMT0276
      MGMT0270

      MGMT0251              MGMTE251   MGMT7251
      MGMT0252
      MGMT0253
      MGMT0254              MGMTE254
      MGMT0255
      MGMT0256
      MGMT0250

      MGMT0261              MGMTE261
      MGMT0262
      MGMT0263
      MGMT0260

      MGMT0281
      MGMT0282
      MGMT0283
      MGMT0284              MGMTE284
      MGMT0285              MGMTE285
      MGMT0286
      MGMT0280
      MGMT028S

      MGMT0291              MGMTE291
      MGMT0292
      MGMT0293
      MGMT0294   MGMTA294
          MGMT0311
          MGMT0312                     MGMTF312
          MGMT0313

ANS       MGMT0321
ANS       MGMT0322
ANS       MGMT0323

ANS       MGMT0331
ANS       MGMT0332
ANS       MGMT0333          MGMTA333              MGMTE333
ANS       MGMT0330

          MGMT0341                                MGMTE341
          MGMT0342                                MGMTE342
          MGMT0340

           UK ONLY
           UK ONLY

           MGMT0701
           MGMT0702
           MGMT0703
           MGMT0704
           MGMT0705
           MGMT0700
          FE0009_ENG

      mgmt_01_a01_bs_enus

           LEAD0121                               LEADE121
           LEAD0122                    LEADF122
           LEAD0123                    LEADF123   LEADE123   LEAD7123
           LEAD0124                               LEADE124
           LEAD0125                                          LEAD7125
           LEAD0126                    LEADF126   LEADE126   LEAD7126
           LEAD0120

ANS        LEAD0131                               LEADE131   LEAD7131
ANS        LEAD0132                               LEADE132
ANS        LEAD0133                               LEADE133
ANS        LEAD0134                               LEADE134
ANS        LEAD0135                               LEADE135
ANS        LEAD0130

           LEAD0151
           LEAD0152                                          LEAD7152
           LEAD0153
           LEAD0150

           LEAD0141         LEADA221
       LEAD0142    LEADA222
       LEAD0143    LEADA223              LEADE223
       LEAD0144    LEADA224                         LEAD7224
       LEAD0145    LEADA225              LEADE225   LEAD7225
       LEAD0146    LEADA226              LEADE226   LEAD7226
       LEAD0147    LEADA227   LEADF227   LEADE227   LEAD7227
       LEAD0148    LEADA228   LEADF228
       LEAD0140
       LEAD014S

ANS    LEAD0201    LEADA201
ANS    LEAD0202

       LEAD0231
       LEAD0232
       LEAD0233
       LEAD0234
       LEAD0235
       LEAD0236
       LEAD0230

       LEAD0301
       LEAD0302
       LEAD0303
       LEAD0304
       LEAD0300
       LEAD030S

      COMM0001                           COMME001
      COMM0002
      COMM0003
      COMM0004                           COMME004
      COMM0005
      COMM0006                           COMME006
      COMM0007
      COMM000S
      COMM000T

       COMM0011
       COMM0012
       COMM0013
       COMM0014
       COMM0015
       COMM0016
       COMM0017
      FE0011_ENG

      COMM0021
      COMM0022
      COMM0023
      COMM0020
      COMM002S
ANS   COMM0101              COMMF101
ANS   COMM0102
ANS   COMM0103              COMMF103   COMME103   COMM7103
ANS   COMM0104   COMMA104              COMME104

ANS   COMM0111
ANS   COMM0112
ANS   COMM0113   COMMA113   COMMF113
ANS   COMM0114
ANS   COMM0115              COMMF115
ANS   COMM0116   COMMA116

      COMM0141
      COMM0142                         COMME142   COMM7142
      COMM0143              COMMF143   COMME143
      COMM0144   COMMA144   COMMF144   COMME144   COMM7144
      COMM0145
      COMM0140

      COMM0151   COMMA151
      COMM0152   COMMA152
      COMM0153   COMMA153                         COMM7153
      COMM0154   COMMA154
      COMM0150

      COMM0161              COMMF161
      COMM0162
      COMM0163
      COMM0164
      COMM0160
      COMM016S

      COMM0171              COMMF171              COMM7171
      COMM0172              COMMF172   COMME172   COMM7172
      COMM0170

      COMM0181   COMMA181
      COMM0182              COMMF182
      COMM0183
      COMM0184
      COMM0180

      COMM0191   COMMA191                         COMM7191
      COMM0192
      COMM0193
      COMM0194                                    COMM7194
      COMM0195
      COMM0190

      COMM0201
      COMM0202
      COMM0203
      COMM0204

ANS   COMM0211
ANS   COMM0212
ANS   COMM0213

ANS   COMM0221
ANS   COMM0222
ANS   COMM0223
ANS   COMM0224
ANS   COMM0225
ANS   COMM0226

      COMM0231
      COMM0232
      COMM0233
      COMM0234

      COMM0301                         COMME301
      COMM0302
      COMM0303                         COMME303
      COMM0300

ANS   COMM0311                         COMME331   COMM7311
ANS   COMM0312                         COMME332   COMM7312
ANS   COMM0313                                    COMM7313

ANS   COMM0321
ANS   COMM0322
ANS   COMM0323
ANS   COMM0324
ANS   COMM0325                                    COMM7325
ANS   COMM0326              COMMF326

      COMM0331   COMMA331                         COMM7331
      COMM0332   COMMA332
      COMM0333
      COMM0330

      COMM0341
      COMM0342
      COMM0343
      COMM0340
      COMM034S

ANS   COMM0401   COMMA401   COMMF401   COMME401   COMM7401
ANS   COMM0402   COMMA402              COMME402
ANS   COMM0403   COMMA403              COMME403

      COMM0411
      COMM0412
          COMM0410

          COMM0501                     COMMF501
          COMM0502
          COMM0503          COMMA503   COMMF503   COMME503   COMM7503
          COMM0504          COMMA504   COMMF504   COMME504   COMM7504
          COMM0505
          COMM0506                                           COMM7506
          COMM0507          COMMA507              COMME507
          COMM0500

          COMM0511                                COMME511   COMM7511
          COMM0512                                           COMM7512
          COMM0513          COMMA513   COMMF513   COMME513
          COMM0514
          COMM0515
          COMM0516                                COMME516   COMM7516
          COMM0510

          COMM0521                                           COMM7521
          COMM0522
          COMM0523
          COMM0524
          COMM0525
          COMM0520
          COMM052S

ANS       COMM0601
ANS       COMM0602
ANS       COMM0603
ANS       COMM0604
ANS       COMM0605
ANS       COMM0606

          COMM0701
          COMM0702                                COMME702
          COMM0700

      comm_01_a01_bs_enus
New   comm_01_a02_bs_enus
      comm_01_a03_bs_enus

           FNDT0101
           FNDT0102
           FNDT0103

            PD0031                                 PDE031
            PD0032                                 PDE032
            PD0033                                 PDE033
            PD0034                                 PDE034
            PD0030
ANS   PD0101
ANS   PD0102                              PD7102
ANS   PD0103            PDF103            PD7103
ANS   PD0100

ANS   PD0111                     PDE111
ANS   PD0112
ANS   PD0113
ANS   PD0114                              PD7114
ANS   PD0115
ANS   PD0116
ANS   PD0110

ANS   PD0121                     PDE121   PD7121
ANS   PD0122
ANS   PD0123
ANS   PD0124            PDF124

      PD0131                              PD7131
      PD0132   PDA132
      PD0133                              PD7133
      PD0134
      PD0135   PDA135                     PD7135
      PD0136   PDA136
      PD0130

ANS   PD0141
ANS   PD0142
ANS   PD0143
ANS   PD0144
ANS   PD0145
ANS   PD0146
ANS   PD0147
ANS   PD0148
ANS   PD0149
ANS   PD014S
ANS   PD0140

      PD0151   PDA151            PDE151
      PD0152   PDA152            PDE152
      PD0153   PDA153            PDE153
      PD0150

      PD0171
      PD0172
      PD0173
      PD0174
      PD0170

      PD0181
      PD0182   PDA182
      PD0183
      PD0180

      PD0191
      PD0192
      PD0193   PDA193
      PD0190

ANS   PD0201            PDF201
ANS   PD0202                              PD7202

ANS   PD0211   PDA211                     PD7211
ANS   PD0212   PDA212
ANS   PD0213   PDA213                     PD7213

ANS   PD0221
ANS   PD0222                              PD7222
ANS   PD0223
ANS   PD0224
ANS   PD0225
ANS   PD0226

      PD0231                              PD7231
      PD0232                     PDE232   PD7232
      PD0233            PDF233            PD7233
      PD0234                              PD7234
      PD0235                              PD7235
      PD0236   PDA236            PDE236
      PD0230
      PD023S

      PD0241                              PD7241
      PD0242            PDF242            PD7242
      PD0243
      PD0244
      PD0245
      PD0240

      PD0251                              PD7251
      PD0252                              PD7252
      PD0253
      PD0254
      PD0255
      PD0250

      PD0261
      PD0262

      PD0264
      PD0265
      PD0263
New   PD0260
 ANS        PD0331                                       PD7331
 ANS        PD0332                                       PD7332
 ANS        PD0333
 ANS        PD0330

Retired    PROJ0001
Retired    PROJ0002
Retired    PROJ0003
Retired    PROJ0004
Retired    PROJ0005
Retired    PROJ000S
Retired   FE0012_ENG

           PROJ0041
           PROJ0042

Retired    PROJ0101    PROJA101              PROJE101   PROJ7101
Retired    PROJ0102    PROJA102              PROJE102   PROJ7102
Retired    PROJ0103    PROJA103              PROJE103
Retired    PROJ0104    PROJA104
Retired    PROJ0105    PROJA105
Retired    PROJ0106    PROJA106

Retired    PROJ0111    PROJA111                         PROJ7111
Retired    PROJ0112    PROJA112   PROJF112              PROJ7112
Retired    PROJ0113    PROJA113                         PROJ7113
Retired    PROJ0114    PROJA114                         PROJ7114
Retired    PROJ0115    PROJA115                         PROJ7115
Retired    PROJ0116    PROJA116

Retired    PROJ0211
Retired    PROJ0212
Retired    PROJ0213
Retired    PROJ0214

Retired    PROJ0221    PROJA221              PROJE221
Retired    PROJ0222    PROJA222              PROJE222

Retired    PROJ0231    PROJA231              PROJE231
Retired    PROJ0232
Retired    PROJ0233

Retired    PROJ0241
Retired    PROJ0242
Retired    PROJ0243    PROJA243
Retired    PROJ0244    PROJA244

Retired    PROJ0251    PROJA251
Retired    PROJ0252
Retired    PROJ0253

Retired    PROJ0261
Retired       PROJ0262
Retired       PROJ0263          PROJA263

Retired       PROJ0271
Retired       PROJ0272
Retired       PROJ0273

Retired       PROJ0291
Retired       PROJ0292
Retired       PROJ0293

Retired       PROJ0301
Retired       PROJ0302
Retired       PROJ0303
Retired       PROJ0304

              PROJ0351
              PROJ0352
              PROJ0353
              PROJ0354
              PROJ0355
              PROJ0350
              PROJ035S
             FE0013_ENG

              PROJ0361
              PROJ0362
              PROJ0363
              PROJ0364
              PROJ0365
              PROJ0366
              PROJ0360
             FE0014_ENG

 New      proj_01_a01_bs_enus
 New      proj_01_a02_bs_enus
          proj_01_a03_bs_enus
          proj_01_a04_bs_enus
 New      proj_01_a05_bs_enus

            TPCAPM_ENG
           TPPMP3ED_ENG

Retired       PROJ0421
Retired       PROJ0422
Retired       PROJ0423

Retired       PROJ0431
Retired       PROJ0432
Retired       PROJ0433

Retired       PROJ0441          PROJA441
Retired   PROJ0442
Retired   PROJ0443   PROJA443
Retired   PROJ0444   PROJA444

Retired   PROJ0451   PROJA451
Retired   PROJ0452   PROJA452
Retired   PROJ0453

Retired   PROJ0461   PROJA461
Retired   PROJ0462   PROJA462
Retired   PROJ0463   PROJA463

Retired   PROJ0471   PROJA471
Retired   PROJ0472   PROJA472
Retired   PROJ0473   PROJA473

Retired   PROJ0481   PROJA481
Retired   PROJ0482   PROJA482
Retired   PROJ0483   PROJA483
Retired   PROJ0480

Retired   PROJ0491   PROJA491
Retired   PROJ0492   PROJA492
Retired   PROJ0493   PROJA493
Retired   PROJ0494   PROJA494
Retired   PROJ0495
Retired   PROJ0490

Retired   PROJ0501   PROJA501
Retired   PROJ0502
Retired   PROJ0503   PROJA503
Retired   PROJ0504   PROJA504

          PROJ0511   PROJA511   PROJE511   PROJ7511
          PROJ0512              PROJE512   PROJ7512
          PROJ0513                         PROJ7513
          PROJ0514              PROJE514   PROJ7514
          PROJ0515                         PROJ7515
          PROJ0510

          PROJ0521
          PROJ0522

          PROJ0531
          PROJ0532

          PROJ0541
          PROJ0542

          PROJ0551
          PROJ0552
      PROJ0561
      PROJ0562

      PROJ0571
      PROJ0572
      PROJ0570

      PROJ0581
      PROJ0582
      PROJ0580

      PROJ0591                PROJE591
      PROJ0592
      PROJ0593

      PROJ0601
      PROJ0602
      PROJ0600

      232192_ENG
      232202_ENG
      232209_ENG
      232224_ENG
      232292_ENG

ANS   TEAM0101
ANS   TEAM0102
ANS   TEAM0103
ANS   TEAM0104
ANS   TEAM0105
ANS   TEAM0106
ANS   TEAM0107
ANS   TEAM0108
ANS   TEAM0109

ANS   TEAM0111
ANS   TEAM0112
ANS   TEAM0113
ANS   TEAM0114

ANS   TEAM0121     TEAMA121
ANS   TEAM0122     TEAMA122
ANS   TEAM0123
ANS   TEAM0124                TEAME124

ANS   TEAM0131     TEAMA131              TEAM7131
ANS   TEAM0132
ANS   TEAM0133     TEAMA133              TEAM7133
ANS   TEAM0134                           TEAM7134
ANS   TEAM0135
ANS   TEAM0136
ANS   TEAM0130
ANS   TEAM0141   TEAMF141   TEAME141
ANS   TEAM0142
ANS   TEAM0143              TEAME143
ANS   TEAM0144
ANS   TEAM0145
ANS   TEAM0146
ANS   TEAM0140

      TEAM0151
      TEAM0152              TEAME152
      TEAM0153
      TEAM0154              TEAME154
      TEAM0150
      TEAM015S

      TEAM0171              TEAME171
      TEAM0172              TEAME172
      TEAM0173
      TEAM0170

      TEAM0211
      TEAM0212
      TEAM0213
      TEAM0214
      TEAM0215
      TEAM0216
      TEAM0210

ANS   TEAM0221
ANS   TEAM0222
ANS   TEAM0223
ANS   TEAM0224
ANS   TEAM0225
ANS   TEAM0226
ANS   TEAM0220

      SALE0101
      SALE0102
      SALE0103
      SALE0104
      SALE0100

      SALE0111
      SALE0112
      SALE0113
      SALE0114
      SALE0115
      SALE0110

      SALE0121
      SALE0122
      SALE0123
      SALE0124
      SALE0125
      SALE0120

      SALE0131
      SALE0132
      SALE0133
      SALE0134
      SALE0135
      SALE0130

ANS   SALE0141   SALEA141   SALEF141   SALEE141   SALE7141
ANS   SALE0142   SALEA142   SALEF142   SALEE142   SALE7142
ANS   SALE0143   SALEA143              SALEE143   SALE7143
ANS   SALE0144   SALEA144              SALEE144   SALE7144
ANS   SALE0145   SALEA145              SALEE145
ANS   SALE0146   SALEA146              SALEE146   SALE7146
ANS   SALE0140

      SALE0151
      SALE0152
      SALE0153
      SALE0154
      SALE0150

ANS   SALE0211   SALEA211              SALEE211
ANS   SALE0212   SALEA212              SALEE212
ANS   SALE0213   SALEA213              SALEE213
ANS   SALE0214   SALEA214              SALEE214
ANS   SALE0215   SALEA215
ANS   SALE0216   SALEA216
ANS   SALE0217   SALEA217                         SALE7217
ANS   SALE0218   SALEA218
ANS   SALE0210

      SALE0221   SALEA221
      SALE0222   SALEA222
      SALE0223   SALEA223
      SALE0224   SALEA224              SALEE224
      SALE0225   SALEA225              SALEE225
      SALE0226
      SALE0220
      SALE022S
      SALE022T

      SALE0401
      SALE0402
      SALE0400

      SALE0411
      SALE0421
      SALE0422
      SALE0420

      SALE0431
      SALE0432
      SALE0433
      SALE0430

      CUST0101   CUSTA101              CUSTE101
      CUST0102   CUSTA102   CUSTF102   CUSTE102   CUST7102
      CUST0103   CUSTA103
      CUST0104   CUSTA104   CUSTF104   CUSTE104
      CUST0105   CUSTA105   CUSTF105   CUSTE105
      CUST0106   CUSTA106
      CUST0107   CUSTA107
      CUST0108
      CUST0100
      CUST010S

      CUST0111
      CUST0112              CUSTF112   CUSTE112
      CUST0113              CUSTF113
      CUST0114   CUSTA114
      CUST0110

ANS   CUST0121                                    CUST7121
ANS   CUST0122
ANS   CUST0123              CUSTF123              CUST7123
ANS   CUST0124                                    CUST7124
ANS   CUST0125                         CUSTE125
ANS   CUST0126   CUSTA126              CUSTE126
ANS   CUST0120

      CUST0131   CUSTA131              CUSTE131   CUST7131
      CUST0132
      CUST0133
      CUST0130

      CUST0141
      CUST0142
      CUST0143
      CUST0140

      CUST0151
      CUST0152
      CUST0153
      CUST0154
      CUST0150

      CUST0161
      CUST0162
              CUST0163
              CUST0164
              CUST0160

              CUST0171
              CUST0172
              CUST0173
              CUST0174
              CUST0170

Retired       CUST0201
Retired       CUST0202
Retired       CUST0203          CUST7203
Retired       CUST0204
Retired       CUST0205
Retired       CUST0206

              CUST0211
              CUST0212
              CUST0213
              CUST0214
              CUST0215

              CUST0181
              CUST0182
              CUST0183
              CUST0184
              CUST0185
              CUST0186

          cust_01_a01_bs_enus
          cust_01_a02_bs_enus
 New      cust_01_a03_bs_enus

          cust_02_a01_bs_enus
          cust_02_a02_bs_enus
 New      cust_02_a03_bs_enus

          cust_03_a01_bs_enus
          cust_03_a02_bs_enus

              CONS0111
              CONS0112
              CONS0113
              CONS0114
              CONS0115
              CONS0110

              CONS0121
              CONS0122
              CONS0123
              CONS0124
      CONS0125
      CONS0120

      CONS0131
      CONS0132
      CONS0133
      CONS0134

ANS   IND0101
ANS   IND0102
ANS   IND0103
ANS   IND0104

      IND0201
      IND0202
      IND0203
      IND0204
      IND0205
      IND0206
      IND0207
      IND0208
      IND0209
      IND0212
      IND0211
      IND0213

      ABC0111    ABCA111   ABCE111


       FS0101
       FS0102
       FS0103
       FS0104
       FS0105
       FS0106

       FS0201    FSA201
       FS0202
       FS0203
       FS0204    FSA204
       FS0205
       FS0206
       FS0207
       FS0208

       FS0251    FSA251
       FS0252    FSA252    FSE252
       FS0253    FSA253    FSE253
       FS0254    FSA254    FSE254
       FS0255

       FS0401
                 FS0402
                 FS0403
                 FS0404
                 FS0405
                 FS0406
                 FS0407

          fgov_01_a01_bs_enus
          fgov_01_a02_bs_enus
          fgov_01_a03_bs_enus
          fgov_01_a04_bs_enus
          fgov_01_a05_bs_enus
          fgov_01_a06_bs_enus
          fgov_01_a07_bs_enus
          fgov_01_a08_bs_enus
          fgov_01_a09_bs_enus
          fgov_01_a10_bs_enus


                 LCO0101
                 LCO0102
                 LCO0103
Retired          LCO0104
                 LCO0105
                 LCO0106
                 LCO0108
                 LCO0109
                 LCO0111
                 LCO0112
                 LCO0113
                 LCO0114
                 LCO0115
                 LCO0116
                 LCO0117
                 LCO0118
                 LCO0119
                 LCO0121
                 LCO0122
                 LCO0123
                  HR0152
                  HR0154
                  HR0155
                  HR0157
                  HR0162
                  HR0172

Retired          HR0151
Retired          HR0153         HR7113
Retired          HR0156
Retired          HR0159
Retired          HR0161
Retired          HR0163
Retired   HR0164
Retired   HR0165
Retired   HR0166

Retired   LCO0201
          LCO0202
          LCO0203
Retired    HR0181
           HR0182
           HR0183
          LCO0200
          LCO020S

          LCO0301
           HR0191
           HR0192
           HR0193
           HR0194
Retired    HR0195


Retired   HR0111
Retired   HR0112
Retired   HR0113
Retired   HR0114
Retired   HR0115
Retired   HR0116
Retired   HR0117
  59         0           320        129         88        0        45

                                                                Canadian
Korean   Indonesian   UK English   Italian    German    Dutch    French




                      OPER8121
                      OPER8122
                      OPER8123
                      OPER8124
                      OPER8125
                      OPER8126


                      OPER8131               OPERB131           OPER6131
OPER8321
OPER8322
OPER8323

           OPER5311
           OPER5312
           OPER5313

OPER8401
OPER8402
OPER8403
OPER8404




OPER8501
OPER8502
OPER8503
           STGY8211   STGY5211   STGY6211
           STGY8212   STGY5212
                      STGY5213
                      STGY5214
                      STGY5215
                      STGY5216   STGY6216




STGY3301              STGY5301
STGY3302              STGY5302
STGY3303              STGY5303

                      STGY5311

                      STGY5321


                      STGY5331
                      STGY5332
                      STGY5333
                      STGY5334

STGY3341              STGY5341
STGY3342
STGY3343
EBUS3101   EBUS8101   EBUS5101   EBUS6101
EBUS3102   EBUS8102              EBUS6102
EBUS3103   EBUS8103   EBUS5103
EBUS3104   EBUS8104
EBUS3105   EBUS8105
EBUS3106   EBUS8106

           EBUS8111
           EBUS8112
           EBUS8113
           EBUS8114
           EBUS8115




                      MKT5201
                      MKT5202
           MKT8203    MKT5203
                      MKT5204
                      MKT5205
                      MKT5206
                      MKT5207
                      MKT5208
          FIN5101
          FIN5102
          FIN5103

          FIN5111



          FIN5115




FIN8131
FIN8132
FIN8133
FIN8134
FIN8135
FIN8136
FIN8137
FIN8138

FIN8141   FIN5141
FIN8142   FIN5142   FIN6142
FIN8143   FIN5143
FIN8144   FIN5144
FIN8145   FIN5145
FIN8146

FIN8151
FIN8152

FIN8154




          FIN5201
          FIN5202   FIN6202

          FIN5204
         HR5101




HR8121
HR8122
HR8123
HR8124
HR8125
HR8126
HR8201



HR8211
HR8212
HR8213
HR8214
HR8215
HR8216


HR8221
HR8222
HR8223
HR8224
HR8225
HR8226
           KNOW8101
           KNOW8102
           KNOW8103
           KNOW8104
           KNOW8105


           KNOW8201
           KNOW8202
           KNOW8203   KNOW5203
           KNOW8204
           KNOW8205
           KNOW8206



           MGMT8001
           MGMT8002
           MGMT8003
           MGMT8004



MGMT3101
                                 MGMTB102


MGMT3111                         MGMTB111   MGMT6111
MGMT8112   MGMT5112   MGMTB112   MGMT6112
MGMT8113              MGMTB113   MGMT6113
MGMT8114   MGMT5114   MGMTB114   MGMT6114
MGMT8115              MGMTB115   MGMT6115
MGMT8116   MGMT5116   MGMTB116   MGMT6116




MGMT8131   MGMT5131
MGMT8132
MGMT8133




           MGMT5342   MGMTB342

MGMT8141
MGMT8142   MGMT5142
MGMT8143
MGMT8144
MGMT8145


MGMT8151




           MGMT5162   MGMTB162




           MGMT5182   MGMTB182
MGMT8211


MGMT8221   MGMT5221



MGMT8241
MGMT8242                         MGMT6242
MGMT8243                         MGMT6243
MGMT8244
MGMT8245
MGMT8246


MGMT8231              MGMTB231
MGMT8232              MGMTB232   MGMT6232
MGMT8233              MGMTB233
MGMT8234
MGMT8235
MGMT8236


MGMT8251
MGMT8252




MGMT8281


           MGMT5284   MGMTB284
           MGMT8321
                      MGMT5322
                      MGMT5323

           MGMT8331
           MGMT8332
           MGMT8333




           MGMT8401
           MGMT8402




           LEAD8121
           LEAD8122
           LEAD8123
           LEAD8124
           LEAD8125
           LEAD8126


           LEAD8131
           LEAD8132




LEAD3221   LEAD8221              LEADB221
LEAD3222   LEAD8222   LEAD5222   LEADB222
LEAD3223   LEAD8223              LEADB223
LEAD3224   LEAD8224              LEADB224
LEAD3225   LEAD8225              LEADB225
LEAD3226   LEAD8226              LEADB226
LEAD3227   LEAD8227   LEAD5227   LEADB227   LEAD6227
LEAD3228   LEAD8228              LEADB228



           LEAD8201
           LEAD8202




           COMM8001              COMMB001

           COMM8003              COMMB003




           COMM8011
           COMM5101
           COMM5102
           COMM5103


COMM8111   COMM5111              COMM6111
COMM8112   COMM5112              COMM6112
COMM8113                         COMM6113
COMM8114                         COMM6114
COMM8115
COMM8116                         COMM6116

COMM8141
COMM8142
COMM8143              COMMB143
COMM8144              COMMB144
COMM8145


COMM8151
COMM8152              COMMB152   COMM6152
COMM8153
                      COMMB154   COMM6154


COMM8161              COMMB161   COMM6161
COMM8162
COMM8163
COMM8164



COMM8171
COMM8172




COMM8191              COMMB191   COMM6191

COMM8193
COMM8194
COMM8211   COMM5211
COMM8212
COMM8213

COMM8221                         COMM6221
COMM8222
COMM8223
COMM8224
COMM8225
COMM8226




COMM8301




           COMM5311
COMM8312   COMM5312
COMM8313   COMM5313

COMM8321
COMM8322
COMM8323
COMM8324              COMMB324
COMM8325              COMMB325
COMM8326

COMM8331              COMMB331   COMM6331
                      COMMB332




COMM8401
COMM8402
COMM8403


                      COMMB412
COMM8501
COMM8502
COMM8503              COMMB503   COMM6503
COMM8504

COMM8506
COMM8507              COMMB507   COMM6507




                      COMMB515   COMM6515




           COMM5525   COMMB525



           COMM5601
         PD5101
         PD5102



PD8111

PD8113   PD5113
PD8114            PDB114




PD8121            PDB121   PD6121
PD8122            PDB122   PD6122
PD8123            PDB123   PD6123
PD8124            PDB124   PD6124
         PD8202

         PD8211   PD5211
         PD8212   PD5212
                  PD5213

                  PD5221

                  PD5223




PD3231   PD8231
         PD8232            PDB232   PD6232
PD3233   PD8233            PDB233   PD6233
PD3234                     PDB234   PD6234
PD3235
PD3236



         PD8241
         PD8242
         PD8243
         PD8244
         PD8245
            PD8331
            PD8332
            PD8333


           PROJ8001              PROJB001
           PROJ8002              PROJB002
           PROJ8003              PROJB003
           PROJ8004              PROJB004
           PROJ8005              PROJB005




PROJ3101   PROJ8101   PROJ5101
PROJ3102   PROJ8102   PROJ5102
PROJ3103   PROJ8103   PROJ5103
PROJ3104   PROJ8104   PROJ5104
PROJ3105   PROJ8105   PROJ5105
PROJ3106   PROJ8106   PROJ5106

PROJ3111              PROJ5111
PROJ3112              PROJ5112
PROJ3113              PROJ5211
PROJ3114              PROJ5212
PROJ3115              PROJ5213
PROJ3116

           PROJ8211
           PROJ8212



                      PROJ5221
                      PROJ5222
           PROJB351

           PROJB353




PROJ3421   PROJB421
PROJ3422
PROJ3423

PROJ3431   PROJB431
PROJ3432
PROJ3433

PROJ3441   PROJB441
PROJ3442   PROJB442
PROJ3443   PROJB443
PROJ3444

PROJ3451
PROJ3452   PROJB452
PROJ3453

           PROJB461
           PROJB462
           PROJB463

           PROJB471



PROJ3481
PROJ3482
PROJ3483


PROJ3491   PROJB491
PROJ3492
PROJ3493
PROJ3494
           PROJB495


           PROJB501
           TEAM5101

           TEAM5103
           TEAM5104

           TEAM5106

           TEAM5108


TEAM8111
TEAM8112

           TEAM5114



           TEAM5123


TEAM8131
TEAM8132
TEAM8133
TEAM8134
TEAM8135
TEAM8136
TEAM8141   TEAM5141
TEAM8142
TEAM8143
TEAM8144
TEAM8145
TEAM8146




TEAM8211
TEAM8212
TEAM8213   TEAM5213
TEAM8214
TEAM8215
TEAM8216


TEAM8221
TEAM8222   TEAM5222
TEAM8223   TEAM5223
TEAM8224   TEAM5224
TEAM8225
TEAM8226


                      SALEB101
                      SALEB102
                      SALEB103
                      SALEB104
                      SALEB131
                      SALEB132
                      SALEB133
                      SALEB134
                      SALEB135


SALE8141   SALE5141
SALE8142   SALE5142
SALE8143
SALE8144   SALE5144
SALE8145   SALE5145
SALE8146   SALE5146




SALE8211   SALE5211
SALE8212   SALE5212
SALE8213
SALE8214
SALE8215
SALE8216
SALE8217
SALE8218


SALE8221
SALE8222
SALE8223
SALE8224
SALE8225
SALE8226




                      SALEB401
                      SALEB402
CUST8101   CUST5101
CUST8102   CUST5102   CUSTB102   CUST6102
CUST8103   CUST5103   CUSTB103   CUST6103
CUST8104   CUST5104   CUSTB104   CUST6104
CUST8105              CUSTB105   CUST6105
CUST8106   CUST5106   CUSTB106   CUST6106
CUST8107   CUST5107   CUSTB107   CUST6107
CUST8108   CUST5108   CUSTB108   CUST6108



CUST8111
CUST8112   CUST5112   CUSTB112
CUST8113   CUST5113   CUSTB113
CUST8114


CUST8121   CUST5121
CUST8122   CUST5122
CUST8123   CUST5123
CUST8124   CUST5124
CUST8125
CUST8126


CUST8131
CUST8132
CUST8133
CUST8201   CUST5201
CUST8202   CUST5202
CUST8203   CUST5203
CUST8204   CUST5204
CUST8205   CUST5205
CUST8206   CUST5206

CUST8211
CUST8212
CUST8213
CUST8214
CUST8215

CUST8181
CUST8182
CUST8183
CUST8184
CUST8185
CUST8186




CONS8111
CONS8112
CONS8113
CONS8114
CONS8115


CONS8121
CONS8122
CONS8123
CONS8124
CONS8125




ABC8111    ABC5111
   93        178        153        5         41           41        52
            Latin
European   American   European            Brazillian
 French    Spanish     Spanish   Greek   Porteguese     Polish    Russian




OPERG131                                               OPERD131


OPERG141                                               OPERD141
OPERG142                                               OPERD142
OPERG143                                               OPERD143
OPERG144                                               OPERD144
OPERG145                                               OPERD145
OPERG146                                               OPERD146
OPERG147                                               OPERD147
OPERG148                                               OPERD148
OPER1402
OPER1403
OPER1404

OPER1406
STGY1216




STGY1301   STGY2301
STGY1302   STGY2302
STGY1303   STGY2303

STGY1311

STGY1321




           STGY2351
           STGY2352
           STGY2353


                      STGYI401
          EBUS1101   EBUS2101
          EBUS1102   EBUS2102
          EBUS1103   EBUS2103


                     EBUS2106

                     EBUS2111   EBUSC111




MKTG201   MKT1201    MKT2201
MKTG202   MKT1202    MKT2202
          MKT1203    MKT2203
          MKT1204    MKT2204
          MKT1205    MKT2205
          MKT1206    MKT2206




                     MKT2221
                     MKT2222
                     MKT2223

                                                     MKTI231


                                           MKTD241
                                           MKTD242
          FIND141

FIN1143
FIN1144
FIN1145


                    FINI151
                    FINI152
                    FINI153
                    FINI154
HR1101


HR1104   HR2104   HRC104
         HR2143   HRC143




HR1213
HR1214




                           HRI223




                           HRI232
                                            ABCD111




           KNOW1203   KNOW2113   KNOWC113             KNOWI113
                      KNOW2114   KNOWC114

           KNOW1116   KNOW2116



                                                      MGMTI001


                                                      MGMTI004




MGMTG111   MGMT1111   MGMT2111
           MGMT1112   MGMT2112
MGMTG113   MGMT1113   MGMT2113   MGMTC113
           MGMT1114   MGMT2114
MGMTG115   MGMT1115   MGMT2115   MGMTC115
           MGMT1116




                                            MGMTI125




           MGMT1133   MGMT2133   MGMTC133




                                 MGMTC342


           MGMT1142   MGMT2142   MGMTC142

           MGMT1144   MGMT2144
           MGMT1145   MGMT2145




MGMTG162              MGMT2162   MGMTC162




                                            MGMTI181
MGMTG182              MGMT2182   MGMTC182   MGMTI182
           MGMT1183   MGMT2183              MGMTI183
           MGMT1242   MGMT2242
           MGMT1243   MGMT2243


           MGMT1246   MGMT2246



MGMTG232   MGMT1232   MGMT2232
           MGMT1233   MGMT2233
           MGMT1234   MGMT2234




           MGMT1251
           MGMT1252   MGMT2252




           MGMT1261   MGMT2261
           MGMT1262   MGMT2262              MGMTD262




MGMTG284              MGMT2284   MGMTC284
                                            MGMTD285
                                                       MGMTI311
                                                       MGMTI312



           MGMT1322   MGMT2322   MGMTC322


           MGMT1331   MGMT2331
                                            MGMTD332




MGMTG342   MGMT1342   MGMT2342




LEADG121
           LEAD1122   LEAD2122
           LEAD1123   LEAD2123
           LEAD1124   LEAD2124
           LEAD1125   LEAD2125
LEADG126   LEAD1126   LEAD2126




                                            LEADD153


           LEAD1221   LEAD2221
           LEAD1222   LEAD2222
LEADG223   LEAD1223   LEAD2223              LEADI143
           LEAD1224   LEAD2225
LEADG225   LEAD1225   LEAD2226
LEADG226   LEAD1226   LEAD2227   LEADC146
LEADG227   LEAD1227   LEAD2228
           LEAD1228




                                            COMMI003
                                            COMMI004
                                            COMMI005
           COMM1006




                      COMM2011   COMMC011
           COMM1101
           COMM1102   COMM2102
COMMG103   COMM1103   COMM2103   COMMC102
           COMM1104   COMM2104

COMMG111   COMM1111   COMM2111
COMMG112   COMM1112   COMM2112
           COMM1113   COMM2113
           COMM1114   COMM2114   COMMC114
           COMM1115   COMM2115   COMMC115
           COMM1116   COMM2116   COMMC116

           COMM1141   COMM2141              COMMI141
           COMM1142   COMM2142
           COMM1143   COMM2143   COMMC143




           COMM1151
COMMG152

COMMG154


COMMG161   COMM1161




           COMM1171   COMM2171   COMMC171



                                            COMMI181




COMMG191
           COMM1221
           COMM1222
                      COMM2233




                                 COMMC233
COMMG234

COMMG301

COMMG303


           COMM1311

           COMM1313   COMM2313

           COMM1321


COMMG324   COMM1324

                                            COMMD326

COMMG331                                    COMMD331   COMMI331
COMMG332   COMM1332   COMM2332                         COMMI332




                                                       COMMI342
           COMM1501   COMM2501              COMMD501

COMMG503   COMM1503   COMM2503              COMMD503
                                            COMMD504

                                            COMMD506



           COMM1511



COMMG515              COMM2515



                                                       COMMI521



COMMG525   COMM1525   COMM2525   COMMC525              COMMI525




            PD1031
                       PD2032     PDC032
                       PD2033     PDC033
                       PD2034
         PD1101   PD2101   PDH101
         PD1102   PD2102   PDH201
         PD1103   PD2103




         PD1113   PD2113
         PD1114   PD2114




PDG121   PD1121   PD2121
PDG122   PD1122
PDG123   PD1123
PDG124   PD1124




                                    PDD151
         PD1193   PD2193


         PD1201   PD2201
                  PD2202   PDC202

         PD1211   PD2211
         PD1212
         PD1213   PD2213




         PD1231   PD2231            PDD231
PDG232   PD1232   PD2232
PDG233   PD1233   PD2233
PDG234
                                    PDD235
         PD1236   PD2236




         PD1244   PD2244




                                             PDI261
                                             PDI262
PROJG001
PROJG002
PROJG003




           PROJ1101   PROJ2101   PROJC101
           PROJ1102   PROJ2102   PROJC102
           PROJ1103   PROJ2103   PROJC103
           PROJ1104   PROJ2104
           PROJ1105   PROJ2105
           PROJ1106   PROJ2106

           PROJ1111   PROJ2111
           PROJ1112   PROJ2112
           PROJ1113   PROJ2113




                                            PROJD221
                                            PROJD222




           PROJ1241   PROJ2241   PROJC241




           PROJ1251   PROJ2251
           PROJ1252   PROJ2252
PROJ1271   PROJ2271   PROJC271



PROJ1291   PROJ2291
PROJ1292   PROJ2292
PROJ1293   PROJ2293


PROJ1302   PROJ2302
PROJG511   PROJD511   PROJI511
PROJG512   PROJD512   PROJI512
PROJG513   PROJD513   PROJI513
PROJG514   PROJD514   PROJI514
PROJG515   PROJD515   PROJI515


PROJG521
PROJG522

PROJG531              PROJI531
PROJG532              PROJI532

PROJG541              PROJI541
PROJG542              PROJI542

PROJG551              PROJI551
PROJG552              PROJI552
PROJG561                                    PROJI561
PROJG562

                                            PROJI571
                                            PROJI572


                                            PROJI581
                                            PROJI582


                                            PROJI591
                                            PROJI592
                                            PROJI593

                                            PROJI601




           TEAM1106




                      TEAM2106




           TEAM1112   TEAM2112

           TEAM1114   TEAM2114

TEAMG121
TEAMG122
TEAMG123
TEAMG124


           TEAM1132   TEAM2132
           TEAM1133   TEAM2133   TEAMC133
           TEAM1134   TEAM2134
TEAM1141   TEAM2141   TEAMC141
TEAM1142   TEAM2142


TEAM1145   TEAM2145   TEAMC145




           TEAM2171   TEAMC171
TEAM1172
TEAM1173




TEAM1223
TEAM1224




SALE1111   SALE2111
SALE1112   SALE2112
SALE1113   SALE2113
SALE1114
                                 SALED131
           SALE1132   SALE2132   SALED132

                                 SALED134



SALEG141   SALE1141   SALE2141
SALEG142   SALE1142   SALE2142
                                 SALED143
SALEG144   SALE1144   SALE2144
SALEG145   SALE1145              SALED145
SALEG146                         SALED146


           SALE1151




SALEG211   SALE1211   SALE2211
SALEG212   SALE1212   SALE2212




           SALE1221   SALE2221
           SALE1222   SALE2222
           SALE1223   SALE2223
           SALE1224   SALE2224
           SALE1225   SALE2225
           SALE1421   SALE2421




CUSTG102   CUST1102   CUST2102   CUSTH102   CUSTC102
CUSTG103   CUST1103   CUST2103              CUSTC103   CUSTD103
CUSTG104   CUST1104
CUSTG105   CUST1105
CUSTG106   CUST1106   CUST2106
CUSTG107   CUST1107
CUSTG108   CUST1108




CUSTG112                                                          CUSTI112
CUSTG113   CUST1113                                               CUSTI113
CUSTG114                                               CUSTD114


                                 CUSTH121




           CUST1131   CUST2131              CUSTC131
                      CUST2132              CUSTC132
           CUST1133   CUST2133              CUSTC133


           CUST1141
           CUST1142   CUST2142
           CUST1174   CUST2174


           CUST1201
           CUST1202

                                 CUSTH204
           CUST1205
           CUST1206




CUSTG181
CUSTG182
CUSTG183
CUSTG184
CUSTG185
CUSTG186
HR2113
  40


Turkish
MGMT4113
LEAD4121
LEAD4122
LEAD4123
LEAD4124
LEAD4125
LEAD4126
COMM4141
COMM4142
COMM4143
COMM4144
COMM4145
PD4121
PROJ4101
TEAM4131
TEAM4132
TEAM4133
TEAM4134
TEAM4135
TEAM4136
TEAM4211
TEAM4212
TEAM4213
TEAM4214
TEAM4215
SALE4141
SALE4142
SALE4143
SALE4144
SALE4145
SALE4146
CUST4101
CUST4102
CUST4103

CUST4105
CUST4106

CUST4108




CUST4112
CUST4113
CUST4114
Return to Global Overview
    Series                                Course Title
Six Sigma Foundations
              Six Sigma Introduction
Six Sigma Team Implementation
              Six Sigma: Reducing Variation to Improve Quality
              Six Sigma: Listening to the Voice of the Customer
              Six Sigma DMAIC: Defining the Problem
              Six Sigma DMAIC: Measuring the Process
              Six Sigma DMAIC: Analyzing the Data
              Six Sigma DMAIC: Analyzing the Process
              Six Sigma DMAIC: Improving the Process
              Six Sigma DMAIC: Controlling the Improved Process
Logistics Management
              Overview of Logistics Management
              Inventory Management
              Supply Chain Management
Strategic Management
              Strategic Management - Planning
              Strategic Management - Analysis and Choice
              Strategic Management - Corporate Implementation
Strategic Marketing in Action
              Elements of Marketing Strategy
              Analyzing the Market
              Competitive Factors in Strategic Marketing
              Writing a Marketing Plan: Phase 1
              Writing the Marketing Plan: Creative Strategy
              Creating a Marketing Campaign
              Marketing Management
              Financial Analysis for Successful Marketing
Product Management Essentials
              Developing a New-product Strategy
              Pricing and Profitability for Product Managers
Accounting 101
              Accounting Fundamentals
Business Finance for Managers
              Introduction to Finance
              Making Budgets Work
              Sources of Funding
Advanced Business Finance
              Financial Risk Management
Human Resources Management Essentials
              Human Resources Planning and Analysis
              Workforce Compensation
How to Interview and Hire the Right People
              Conducting Effective Interviews
Behavioral Interviewing
              Preparing for the Behavioral Interview
              Experiencing the Behavioral-based Interview
Recruiting & Retention Strategies for the Tight Labor Market
              Recruiting Successfully
The 21st Century Learning Curve
               Knowledge as Strategy: Performance Improvement
               The Power of the Learning Organization
               The Potential of Self-directed Learning
               Implementing and Evaluating Self-directed Learning
               Performance Support
               Benchmarking for Best Practices
Succeeding as a First-Time Manager
               Prepare for Your New Management Role
               Lead and Develop Your Staff
               Communication Skills and Positive Attitude
Essential Skills for Tomorrow's Managers
               Competencies for Tomorrow's Managers
               Development Tools for Tomorrow's Managers
               The Manager as Coach and Counselor
               The Manager as Project Champion
               A Manager's Primer for Ensuring Accountability
               Continuous Learning for Tomorrow's Managers
How to Discipline Employees & Correct Performance Problems
               Understand and Confront Performance Problems
               Setting and Clarifying Standards
               Motivate and Recognize Employees
Management Excellence: Performance-Based Appraisals
               Effective Management: Performance-based Appraisal
               Appraising the Performance-oriented Team
360-Degree Performance Appraisal
               About 360-Degree Performance Feedback
               Delivering 360-Degree Performance Feedback
Dealing with Conflict and Confrontation
               Understanding Conflict
               Contentious Tactics and Conflict Escalation
               Resolving Conflict through Problem Solving
Managing Technical Professionals
               Developing Career Plans for Your Technical Professionals
Managing Others through Change
               Overcoming the Challenges of Change
Going from Management to Leadership
               The Mark of a Leader
               Communicating a Shared Vision
               The Enabling Leader
               Removing Performance Barriers
               Communicating as a Leader
               Coaching for Performance
               Leading through Change
               The Leader as a Model
Leadership in Senior Management
               Senior Leadership Principles
Interpersonal Communication Skills
               Communicating Better with Your Team
Mastering Interpersonal Communication
               The Many Faces of Communication
               Developing Interpersonal Skills in Your People
Emotional Intelligence in the Workplace
               Increasing Your Emotional Intelligence
Effective Listening Skills
               The Basics of Listening
               Listening for Comprehension
               Listening for Higher Purposes
               Enhancing Your Listening Skills
Business Etiquette and Professionalism
               Everyday Business Etiquette
Building Better Work Relationships
               Building Effective Interfunctional Relationships
Effective Business Meetings
               Planning Effective Business Meetings
               Leading Effective Business Meetings
Professional Telephone Skills
               Handle Calls with Confidence and Professionalism
               Turn Difficult Callers into Delighted Customers
               Managing Telephone Technology
Negotiating to Win: Getting the Results You Want
               The Negotiation Process
               The Dynamics of Interaction
               The Master Negotiator
Getting Results Without Authority
               Leadership Without Authority
Fast-tracking Your Career
               Basic Business Skills to Get You on the Fast Track
               The Boss Factor
               Improving Your Image
Working More Effectively - Taking Control of Your Time
               You and Your Time
               Techniques for Better Time Management
               Developing Good Time Management Habits
Living a Balanced Life
               Success Over Stress
Dealing with Organizational Change
               Communicating During Organizational Change
Problem Solving and Decision Making
               Problem Solving: Foundations
               Problem Solving for Common Business Challenges
               Decision-making Fundamentals
Problem-solving and Decision-making for Business
               Problem Solving and Decision Making in Groups
Professional Project Management - (non-certification)
               Defining Projects
               Essential Project Management Tools
               Computer-assisted Project Planning
               Building the Project Team
               Leading the Successful Project Team
               Completing the Project
Professional Project Management Fundamentals (PMBOK-aligned)
               Project Management Context and Processes
               Project Integration, Scope, and Time Management
               Project Cost and Quality Management
               Project Human Resources and Communications
               Project Risk and Procurement Management
               Manager's Performance Guide - Project Management
Advanced Project Management - Project Integration Management (PMBOK-aligned)
               Project Plan Development
               Project Plan Execution and Overall Change Control
Advanced Project Management - Project Scope Management (PMBOK-aligned)
               Project Scope Management: Initiation and Planning
Advanced Project Management - Project Time Management (PMBOK-aligned)
               Project Schedule Development
               Project Schedule Control
Advanced Project Management - Project Cost (PMBOK-aligned)
               Project Resource Planning
Advanced Project Management - Project Quality Management (PMBOK-aligned)
               Project Quality Control
Project Time Management PMBOK 2000-aligned
               Project Activity Planning (PMBOK 2000)
               Project Schedule Development (PMBOK 2000)
               Project Schedule Control (PMBOK 2000)
Project Cost Management - PMBOK 2000-aligned
               Project Resource Planning (PMBOK 2000)
               Project Cost Estimating and Budgeting (PMBOK 2000)
Project Quality Management - PMBOK 2000-aligned
               Project Quality Planning (PMBOK 2000-aligned)
               Project Quality Assurance
               Project Quality Control (PMBOK 2000)
Project Human Resources Management - PMBOK 2000-aligned
               Project Organizational Planning (PMBOK 2000)
               Project Staff Acquisition (PMBOK 2000)
               Project Team Development (PMBOK 2000)
Project Communications Management (PMBOK 2000-aligned)
               Project Communications Planning (PMBOK 2000-aligned)
               Project Performance Reporting (PMBOK 2000)
               Project Information Distribution and Closure (PMBOK 2000)
Project Risk Management (PMBOK 2000-aligned)
               Project Risk Planning and Identification
               Project Qualitative Risk Analysis (PMBOK 2000 aligned)
               Project Quantitative Risk Analysis (PMBOK 2000)
               Project Risk Response Planning (PMBOK 2000)
Project Procurement Planning - PMBOK 2000-aligned
               Project Procurement Planning (PMBOK 2000)
               Project Source Selection (PMBOK 2000)
               Project Contract Management (PMBOK 2000)
Project Management Essentials - (PMBOK® Guide - Third Edition-aligned)
               An Introduction to Project Management (PMBOK-Third Edition aligned)
How to Make Cross-Functional Teams Work
               Determine Need and Select the Project Manager
               Select, Evaluate, and Fund Cross-functional Teams
Participating in a Project Team
               The Self-directed Project Team Member
               Team-building Is an Inside Job
Sales: A Focus on Solutions
               Moving from Product Selling to Solution Selling
               Power Prospecting
               Finding the Pain You Can Cure
               Influencing Your Customer's Decision
               Presenting Your Solution
               Building Relationships for Continuing Success
The Sales Wheel of Success - Advanced Selling Series
               Sales Motivation
               Developing Your Full Sales Potential
               Advanced Sales Communication Techniques: Part One
               Advanced Sales Communication Techniques: Part Two
               Maintaining Your Customer Base
               Expanding Your Customer Base
               Time is Money: Spend it Well
               Product Knowledge
Selling at the Executive Level
               Prepare for Success
               Strategic Planning
               Progressing through the Complex Sale
               Presenting Your Proposition
               Negotiating to Mutual Benefit
How to Excel at Customer Service
               Building the Service Foundation: Corporate Culture
               Fundamentals of Exceptional Customer Service
               The Voice of the Customer
               Advancing Your Service Expertise
               Customers, Conflict and Confrontation
               Overcoming Challenging Service Situations
               Instilling Service Excellence: the EXCEL Acronym
Frontline Call Center Skills
               Call Center Telephone Sales
Customer Relationship Management
               Sustaining Excellent Customer Service
Measuring Customer Satisfaction
               Discovering What Your Customers Want
e-Learning Foundations
               e-Learning
Financial Services for New Account Representatives
               The Financial Services Industry
               Sales for New Account Representatives
Customer Service in the Financial Services Industry
               Customer Service Improves Your Results
               Knowing Your Customers -- The Key to Success
               Essential Customer Service Communication Skills
               Helping Your Customer to Make the Right Decisions
                              184
ς        Chinese Mandarin   Course #   Status

6ς入门                        OPERA131
 ς
6ς:减少偏差,提高质量                OPERA141
6ς:倾听客户的声音                  OPERA142
6ςDMAIC:定义问题                OPERA143
6ς DMAIC:测量流程               OPERA144
6 DMAIC:分析数据                OPERA145
6ς DMAIC:分析流程               OPERA146
                            OPERA147
6 的DMAIC: 控制改进后的流程          OPERA148

物流管理概论                      OPERA311
库存管理                        OPERA312
供应链管理                       OPERA313

战略管理的策划                     STGYA301
战略管理:分析与选择                  STGYA302
战略管理:实施                     STGYA303

营销战略要素                      MKTA201
市场分析                        MKTA202
战略营销中的竞争要素                  MKTA203
制定营销计划:第一阶段                 MKTA204
制定营销计划:有创意的战略               MKTA205
营销活动的策划                     MKTA206
营销管理                        MKTA207
成功营销的财务分析                   MKTA208

制定新产品策略                     MKTA242    New
产品经理如何确定价格和收益率              MKTA243    New

会计基础                         FINA121

公司财务入门                       FINA141
公司财务预算                       FINA142
企业融资                         FINA145
企业财务风险管理
                             FINA216

人力资源规划和分析                    HRA101
                             HRA103

进行有效的面试                      HRA202

招聘者:精心打造行为面试                 HRA213
行为面试实战                       HRA216

成功的招聘                        HRA223
知识管理:提高绩效       KNOWA201
学习型组织的力量        KNOWA202
自主学习的潜力         KNOWA203
自主学习的实施与评估      KNOWA204
绩效支持            KNOWA205
标杆管理的最佳实践       KNOWA206

为新的管理角色做好准备     MGMTA101
引导及提升你的员工       MGMTA102
提高沟通技巧,保持团队士气   MGMTA103

未来经理的能力         MGMTA111
未来经理的培养         MGMTA112
作为教练和顾问的经理      MGMTA113
作为项目领导人的经理      MGMTA114
经理如何确保责任到位      MGMTA115
未来经理的持续学习       MGMTA116

理解和面对绩效表现问题     MGMTA131
制定和明确标准         MGMTA132
制定和明确标准         MGMTA133

有效的管理:基于业绩的评估   MGMTA141
团队的绩效评估         MGMTA145

关于360度绩效反馈      MGMTA151
360度绩效反馈:实施     MGMTA153

理解冲突            MGMTA221
争论策略与冲突升级       MGMTA222
问题解决与冲突化解       MGMTA223

为专业技术人员制定职业规划   MGMTA294

超越变革的挑战         MGMTA333

领导的标志           LEADA221
沟通:达成共同愿景       LEADA222
领导力的培养          LEADA223
消除绩效的障碍         LEADA224
领导与员工的沟通        LEADA225
训练:提高员工绩效       LEADA226
引导员工完成变革        LEADA227
领导模式            LEADA228

高级领导原则          LEADA201

更好地与你的团队沟通      COMMA104

商务沟通面面观         COMMA113
在团队中开发沟通技巧      COMMA116
提高你的情商           COMMA144

倾听的基本要素          COMMA151
从倾听到理解           COMMA152
高层次的倾听技巧         COMMA153
倾听技巧的应用          COMMA154

日常商务礼仪           COMMA181

建立有效的跨职能关系       COMMA191

筹备高效的商务会议        COMMA331
主持高效的商务会议        COMMA332

电话沟通要领           COMMA401
如何应对棘手的客户来电      COMMA402
办公室电话使用技巧        COMMA403

谈判流程             COMMA503
谈判中的互动技巧         COMMA504
谈判高手             COMMA507

无职务情形下的领导力       COMMA513

                 PDA132
职场提升快车:管理你的上司     PDA135
自我形象塑造           PDA136

个人和时间            PDA151
时间管理技巧           PDA152
养成良好的时间管理习惯      PDA153

成功地应对压力          PDA182

组织变革期间的沟通        PDA193     New

问题解决的基本原则         PDA211
一般商业挑战中的问题解决策略    PDA212
决策制定的基本原则         PDA213

团队中的问题解决与决策制定     PDA236

定义项目             PROJA101
项目管理的基本工具        PROJA102
计算机辅助的项目管理       PROJA103
建设项目团队           PROJA104
成功领导项目团队         PROJA105
完成项目             PROJA106

项目管理环境和流程        PROJA111
项目整体、范围和时间管理     PROJA112
项目成本和质量管理        PROJA113
          项目的人力资源和沟通            PROJA114
          项目风险和采购管理             PROJA115
          项目管理培训评估              PROJA116
ent (PMBOK-aligned)
          项目计划的制定               PROJA221
          项目计划实施和整体变更控制         PROJA222
PMBOK-aligned)
          项目范围管理:启动和计划编制        PROJA231
MBOK-aligned)
          项目进度制定                PROJA243
          项目进度控制                PROJA244

          项目资源规划                PROJA251
(PMBOK-aligned)
          项目质量控制                PROJA263

               项目活动计划编制         PROJA441
               项目进度制定           PROJA443
               项目进度控制           PROJA444

               项目资源计划编制         PROJA451
               项目成本估算和预算        PROJA452

               项目质量计划编制         PROJA461
               项目质量保证           PROJA462
               项目质量控制           PROJA463

               项目组织计划编制         PROJA471
               项目人员的获取          PROJA472
               项目团队的开发          PROJA473

               项目沟通计划           PROJA481
               项目绩效报告           PROJA482
               项目信息发送和收尾        PROJA483

               项目风险管理计划与风险识别    PROJA491
               项目定性风险分析         PROJA492
               项目定量风险分析         PROJA493
               项目风险响应计划编制       PROJA494

               项目采购计划           PROJA501
               项目供方选择           PROJA503
               项目合同管理           PROJA504
ion-aligned)
               项目管理入门           PROJA511   New

               确定需求并挑选项目经理      TEAMA121
               交叉功能团队的组建        TEAMA122

               项目团队成员的自我引导      TEAMA131
               团队的内部建设          TEAMA133
从产品销售向解决方案销售迈进     SALEA141
开发潜在客户的能力          SALEA142
找出你能满足的客户需求        SALEA143
如何影响客户的决定          SALEA144
呈现你的解决方案           SALEA145
建立持续成功的客户关系        SALEA146

销售激励               SALEA211
全面发展你的销售潜能         SALEA212
高级销售沟通技巧:第一部分      SALEA213
高级销售交流技巧:第二部分      SALEA214
保持你的客户群            SALEA215
扩大你的客户群            SALEA216
时间就是金钱:善加利用        SALEA217
                   SALEA218

为成功做准备             SALEA221
战略规划               SALEA222
复合销售成功之路           SALEA223
呈现你的方案             SALEA224
双赢谈判法              SALEA225

客户服务的基础:企业文化       CUSTA101
杰出客户服务的基础知识        CUSTA102
客户的声音              CUSTA103
提高客户服务技能           CUSTA104
客户服务中的冲突和对抗        CUSTA105
战胜客户服务中的困难         CUSTA106
树立优质服务意识:EXCEL概念   CUSTA107

呼叫中心的电话销售技巧        CUSTA114

保持优质的客户服务          CUSTA126

找出顾客的需求            CUSTA131

电子学习               ABCA111

金融服务业               FSA201
新任客户代表的销售策略         FSA204

金融业的客户服务:价值与标准      FSA251
金融业的客户服务:了解客户       FSA252
基本的客户服务沟通技巧         FSA253
金融业的客户服务:成为理财顾问     FSA254
Return to Global Overview
  Series                           Course Title
Interpersonal Communication Skills
           Communicate to Develop Relationships
           Listening, Influencing and Handling Tough Situations
Mastering Interpersonal Communication
           The Many Faces of Communication
           Interpersonal Business Savvy
Emotional Intelligence at Work
           Teamwork and Emotional Intelligence
           Increasing Your Emotional Intelligence
Managing and Working with Difficult People
           Difficult People in the Workplace
Assertive Communication
           Professional Assertiveness
           Assertiveness from the Inside Out
Business Etiquette and Professionalism
           Communication Etiquette
Meeting the Presentation Challenge
           Presentation as a Management Tool
Professional Telephone Skills
           Handle Calls with Confidence and Professionalism
Negotiating to Win: Getting the Results You Want
           Crafting a Deal
           The Negotiation Process
           The Dynamics of Interaction
Getting Results Without Authority
           Leadership Without Authority
How to Excel at Customer Service
           Fundamentals of Exceptional Customer Service
           Advancing Your Service Expertise
           Customers, Conflict and Confrontation
Customer Relationship Management
           Effective Service Recovery
Frontline Call Center Skills
           Call Center Communication Skills
           Call Center Customer Service
e-Business Foundations
           The Fundamentals of e-Business
           e-Business Opportunities
           e-Business Solutions
Finance for Nonfinancial Professionals
           The Language of Accounting and Finance
           Using Financial Statements in Business Decisions
           Budgeting Fundamentals
Using Financial Statements (co-Developed with Warton)
           Principles of Financial Statements
           Analyzing an Annual Report
Business Finance for Managers
           Introduction to Finance
           Cash Management
           Financial Statements and Analysis
How to Interview and Hire the Right People
           Critical Parameters for Evaluating Candidates
Knowledge Management Fundamentals
           The Art of Knowledge Management
Leading from the Front Line
           Organizational Culture and Leadership
           Energizing and Empowering Employees
           Dynamics of Leadership
Going from Management to Leadership
           Leading through Change
           The Leader as a Model
Essential Skills For Tomorrow's Managers
           Competencies for Tomorrow's Managers
           The Manager as Coach and Counselor
           The Manager as Project Champion
           A Manager's Primer for Ensuring Accountability
           Continuous Learning for Tomorrow's Managers
How to Overcome Negativity in the Workplace
           Proactive Approaches to Stop Negativity
Strategic Marketing in Action
           Elements of Marketing Strategy
           Analyzing the Market
           Competitive Factors in Strategic Marketing
           Creating a Marketing Campaign
           Marketing Management
Strategic Brand Management
           Building Brand Equity
Managing Customer-Driven Process Improvement
           Why Customer Driven?
           Identifying What the Customer Wants
           Managing Process Improvements
Logistics Management
           Overview of Logistics Management
           Inventory Management
           Supply Chain Management
Taking Control of Your Workday
           Major Time Management Challenges
Overcoming Overload - Managing Memory and Time
           Create Your Time and Memory Management Program
Creativity and Innovation
           The Creative Process at Work
Problem-solving and Decision-making for Business
           Generating Alternatives in Problem Solving
Working without a Net - The Business of Risk
           Approaches to Risk Management
Professional Project Management Fundamentals (PMBOK-aligned)
           Project Integration, Scope, and Time Management
How to Write a Business Case
           Fundamental Components of a Business Case
           Understanding Positioning
           The Marketing and Sales Plan
Strategic Management
           Strategic Management - Analysis and Choice
Cultivating a High-performance Project Team
           Building a High-performance Team
Sales: A Focus on Solutions
           Moving from Product Selling to Solution Selling
           Power Prospecting
                             71
       Chinese Cantonese   Course #   Status

建立良好關係的溝通技巧                COMMF101
聆聽、運用影響力及處理棘手的情況           COMMF103

溝通面面觀                      COMMF113
人際商業智慧                     COMMF115

團隊與情緒智商                    COMMF143
提高你的情緒智商                   COMMF144

應付刁難的工作伙伴                  COMMF161

表現果斷力                      COMMF171
由內到外的進取心                   COMMF172

溝通禮儀                       COMMF182

善用演說技巧                     COMMF326

專業和有信心地處理來電                COMMF401

塑造圓滿的談判                    COMMF501
談判程序                       COMMF503
成功的談判 ─ 多變的互動技巧            COMMF504

毋需權威的領導                    COMMF513

傑出客戶服務的基礎                  CUSTF102
提昇顧客服務素質                   CUSTF104
平息與客戶的衝突                   CUSTF105

有效的補救服務                    CUSTF123

應用於客戶服務中心之溝通技巧             CUSTF112
應用於客戶服務中心之服務技巧             CUSTF113

掌握電子商貿之基礎慨念                EBUSF101
發掘電子貿易商機                   EBUSF103
提供電子商貿方案                   EBUSF106

會計學與財務學語言                   FINF101
善用財務報告作出商業決定                FINF102
掌握基本財務預算                    FINF103

認識財務報告原理                    FINF131
分析公司報告                      FINF138

財務學入門                       FINF141
現金管理                        FINF143
分析財務報告                      FINF144
        甄選求職者之要素        HRF203

        實踐知識管理         KNOWF101

        組織文化和領導層       LEADF122
        激勵和授權員工        LEADF123
        領導動態學          LEADF126   New

        領導變革           LEADF227
        成為領袖典範         LEADF228

        裝備自己成為未來管理人    MGMTF111
        提昇指導與輔導技巧      MGMTF113
        掌握項目管理致勝之道     MGMTF114
        未來經理人的責任       MGMTF115   New
        未來經理的持續學習      MGMTF116   New

        透過進取方法減少負面行為   MGMTF312

        認識市場策略要素       MKTF201
        分析市場形勢         MKTF202
        綜合市場策略競爭因素     MKTF203
        策劃行銷活動         MKTF206
        推動市場管理         MKTF207

        建立品牌           MKTF212

        改進流程以客為先       OPERF121
        識別顧客需要         OPERF122
        管理流程改進項目       OPERF126

        認識物流管理         OPERF311
        施行存貨管理         OPERF312
        掌握供應鍊管理基礎      OPERF313

        掌握時間管理方略        PDF103

        應用時間管理方法        PDF124

        營造創意空間          PDF201

        衍生多種解決問題的方法     PDF233

           風險管理方法       PDF242
MBOK-aligned)
           實踐項目管理慨念    PROJF112

        撰寫商業提案需知       STGYF211
        確立市場定位         STGYF213
        策動市場推廣及營銷計劃    STGYF214
運用策略管理 – 分析與選擇   STGYF302

建立卓越團隊           TEAMF141

從產品銷售轉向策略銷售      SALEF141   New
開發潛在客戶           SALEF142   New
Return to Global Overview
  Series                            Course Title
e-Learning Foundations
           e-Learning
Advanced Skills for Administrative Support Professionals
           Managing Yourself and Those Around You
Interpersonal Communication Skills
           Listening, Influencing and Handling Tough Situations
           Communicating Better with Your Team
Emotional Intelligence in the Workplace
           Emotional Intelligence at Work
           Teamwork and Emotional Intelligence
Assertive Communication
           Assertiveness from the Inside Out
Delivering Successful Presentations
           Presenting to Succeed
Effective Business Meetings
           Planning Effective Business Meetings
           Leading Effective Businesss Meetings
Professional Telephone Skills
           Handle Calls with Confidence and Professionalism
           Turn Difficult Callers into Delighted Customers
           Managing Telephone Technology
Getting Results Without Authority
           Building Relationships to Get Results
           Leadership Without Authority
           Getting Results from the Boss
Negotiating to Win: Getting the Results You Want
           The Negotiation Process
           The Dynamics of Interaction
Interpersonal Communication Skills for Business
           The Process of Interpersonal Communications
           Communication Skills for Resolving Conflict

How to Excel at Customer Service
           Building the Service Foundation: Corporate Culture
           Fundamentals of Exceptional Customer Service
           Advancing Your Service Expertise
           Customers, Conflict and Confrontation
Frontline Call Center Skills
           Call Center Communciation Skills
Customer Relationship Management
           Beginning Electronic Customer Relationships
           Sustaining Excellent Customer Service
Measuring Customer Satisfaction
           Discovering What Your Customers Want
Strategic Management
           Strategic Management - Planning
           Strategic Management - Analysis and Choice
           Strategic Management - Corporate Implementation
How to Write a Business Case
           The Marketing and Sales Plan
e-Business for Customer Relationship Management
           Introduction to Customer Relationship Management
           Electronic Customer Relationship Management
           Data Mining
           Profiting from Customer Relationship Management
e-Commerce Series
           Integrating e-Commerce with Traditional Business
           e-Marketplaces: B2B Exchanges
           Customer Relationship Management in e-Commerce
Practical Budgeting Skills for Business
           Creating and Analyzing an Operating Budget
           The Ins and Outs of Capital Budgeting
           Effective Budget Management
Advanced Business Finance
           Financial Risk Management
Using Financial Statements (co-Developed with Wharton)
           Components of Financial Statements
Customer Service in the Financial Services Industry
           Principles of Financial Statements
           Knowing Your Customers -- The Key to Success
           Essential Customer Service Communication Skills
           Helping Your Customer to Make the Right Decisions
How to Interview and Hire the Right People
           Conducting Effective Interviews
           Critical Parameters for Evaluating Candidates
Effective Hiring and Interviewing Skills
           Hiring Considerations
           Selecting the Best Applicant
Knowledge Management Fundamentals
           The Art of Knowledge Management
           Knowledge as Capital
           Putting Knowledge to Work
           Managing Knowledge Workers
The 21st Century Learning Curve
           Knowledge as Strategy: Performance Improvement
           The Power of the Learning Organization
           The Potential of Self-directed Learning
           Implementing and Evaluating Self-directed Learning
Leading from the Front Line
           Challenges of the 21st Century
           Energizing and Empowering Employees
           Leadership and the Knowledge Worker
           Dynamics of Leadership
Leadership Skills for Women
           The Secrets of Female Leaders
           Building Your Support System
           Playing by the Rules
           Establish and Maintain Authority
           Groundbreaking: The Paradigm Shift toward Women
Going from Management to Leadership
           The Enabling Leader
           Communicating as a Leader
           Coaching for Performance
           Leading through Change
Succeeding as a First-Time Manager
           Prepare for Your New Management Role
           Lead and Develop Your Staff
           Communication Skills and Positive Attitude
Essential Skills For Tomorrow's Managers
           Competencies for Tomorrow's Managers
           Development Tools for Tomorrow's Managers
           The Manager as Coach and Counselor
           The Manager as Project Champion
           A Manager's Primer for Ensuring Accountability
           Continuous Learning for Tomorrow's Managers
Moving from Technical Professional to Management

           Management Development for Technical Professionals
           Communication Skills for Successful Management
How to Discipline Employees & Correct Performance Problems
           Understand and Confront Performance Problems
           Setting and Clarifying Standards
           Motivating and Recognizing Employees
Management Excellence: Performance-Based Appraisals
           Effective Management: Performance-based Appraisal
The Successful Facilitator
           Facilitative Fundamentals: Techniques and Tools
           Facilitating Work Groups and Meetings
The Consummate Coach
           Foundations of Coaching
Mentoring Essentials
           Effective Mentoring
           Mentoring Strategies in the 21st Century
Delegation Skills
           Delegation Basics
Managing Technical Professionals
           Understanding Technical Professionals
Coach with Confidence
           Coaching Skills
           Mindsets, Emotions and Coaching
Managing Others through Change
           Overcoming the Challenges of Change
Performance Appraisal
           Continuous Performance Assessment
           Reviewing Performance
Emotional Intelligence in the Workplace
           Increasing Your Emotional Intelligence
Delivering Successful Presentations
           Presentation Resources Available to You
Negotiating to Win: Getting the Results You Want
           The Master Negotiator
Interpersonal Communication Skills for Business
           Communicate for Results
Anger Management in The Workplace
           Managing Your Anger
Strategic Marketing in Action
           Elements of Marketing Strategy
           Analyzing the Market
           Competitive Factors in Strategic Marketing
           Writing a Marketing Plan: Phase 1
           Writing the Marketing Plan: Creative Strategy
           Creating a Marketing Campaign
           Marketing Management
Strategic Brand Management
           Introduction to Brand Management
           Building Brand Equity
           Managing the Creative Elements of Brand
           Evaluating Brand Effectiveness
           Managing and Maintaining Brand Equity
Achieving Balance in Your Professional and Personal Life
           Discovering Balance
Overcoming Overload - Managing Memory and Time
           Time as a Resource
Working More Effectively - Taking Control of Your Time
           Techniques for Better Time Management
           You and Your Time
           Developing Good Time Management Habits
Problem-solving and Decision-making for Business
           Framing the Problem
           Problem Solving and Decision Making in Groups
Creativity and Innovation in the Workplace
           The Foundations of Creativity and Innovation
           Generating Creative and Innovative Ideas
           Evaluating Creative and Innovative Ideas
           Implementing Creative and Innovative Ideas
Professional Project Management (non-certification)
           Defining Projects
           Essential Project Management Tools
           Computer-assisted Project Planning
Advanced Project Management - Project Integration Management (PMBOK 1996-aligned)
           Project Plan Development
           Project Plan Execution and Overall Change Control
Advanced Project Management - Project Scope Management (PMBOK 1996-aligned)
           Project Scope Management: Initiantion and Planning
Project Management Essentials - (PMBOK® Guide - Third Edition-aligned)
           An Introduction to Project Management
           Project Lifecycles and Stakeholders
           Project Planning
Project Risk Management (PMBOK® Guide - Third Edition-aligned)
           Planning and Identifying Project Risk
Sales: A Focus on Solutions
           Moving from Product Selling to Solution
           Power Prospecting
           Finding the Pain You Can Cure
           Influencing Your Cusotmer's Decision
           Presenting Your Solution
          Building Relationships for Continuing Success
The Sales Wheel of Success - Advanced Selling Series
          Sales Motivation
          Developing Your Full Sales Potential

          Advanced Sales Communication Techniques: Part One

            Advanced Sales Communication Techniques: Part Two
Selling at the Executive Level
            Presenting Your Proposition
            Negotiating to Mutual Benefit

Cultivating a High-performance Project Team
           Building a High-performance Team
           Managing a Project with Your Team
How to Make Cross-Functional Teams Work
           Achieving Results as a Cross-functional Team
Cultivating a High-performance Project Team
           Building a High-performance Team
Leading Teams
           Leading Successful On-site Teams
           Facilitating On-site and Virtual Teams
Participating in Teams
           Effective Team-building Strategies
           Effectively Communicating in Teams
Supply Chain Management
           The Fundamentals of Supply Chain Management
Six Sigma Foundations
           Six Sigma Introduction
                                  160
          Chinese Traditional   Course #   Status

                                ABCE111

管理自己和周遭的人                       ADME112

溝通的藝術                           COMME103
有效的團隊溝通                         COMME104

職場上的情緒智商                        COMME142
團隊合作和情緒智商                       COMME143

建立由內而外的自信                       COMME172

成功的簡報                           COMME301

策劃高效率的商務會議                      COMME331
主持高效率的商務會議                      COMME332

自信與專業的通話技巧                      COMME401
解決難纏客戶的問題                       COMME402
專業的電話技巧                         COMME403

建立同儕關係,實現個人目標                   COMME511
毋需權威的領導                         COMME513
透過主管,實現目標                       COMME516

談判程序                            COMME503
成功的談判 ─ 多變的互動技巧                 COMME504

人際溝通流程                          COMME001
解決衝突的溝通技巧                       COMME006


建立服務的基礎:公司文化                    CUSTE101
傑出客戶服務的基礎                       CUSTE102
強化專業的服務技巧                       CUSTE104
顧客、衝突與處理                        CUSTE105

電話客服中心:溝通方法                     CUSTE112

開拓電子化客戶關係                       CUSTE125
維護優良的客服品質                       CUSTE126

找出顧客的需求                         CUSTE131

策略管理:規劃                         STGYE301
策略管理:分析與選擇                      STGYE302
策略管理:總體執行                       STGYE303

行銷與銷售計畫                         STGYE214
客戶關係管理簡介          EBUSE111
電子化的客戶關係管理        EBUSE112
資料挖掘              EBUSE113
從客戶關係管理中獲益        EBUSE114

電子商務與傳統企業的整合      EBUSE121
電子交易市集:B2B 交易平臺   EBUSE124
電子商務的客戶關係管理       EBUSE125

編製與分析營運預算          FINE161
資本預算之進與出           FINE162   New
有效的預算管理            FINE163

財務風險管理             FINE216

財務報表的組成元素          FINE252

財務報表的原則            FINE251
金融業的客戶服務:了解客戶      FSE252
基本的客戶服務溝通技巧        FSE253
金融業的客戶服務:成爲理財顧問    FSE254

有效的面試              HRE202
甄選求職者之要素           HRF203

僱用考量               HRE231
選擇最理想的人選           HRE233    New

知識管理的藝術           KNOWE101
知識就是資本            KNOWE102
發揮知識的作用           KNOWE103
管理知識工作者           KNOWE104

知識就是策略:提高績效       KNOWE201
學習型組織的力量          KNOWE202
自我導向學習的潛力         KNOWE203
自我導向學習的執行和評估      KNOWE204

迎接 21 世紀的挑戰       LEADE121
激勵和授權員工           LEADE123
領導與知識工作者          LEADE124
領導動態學             LEADE126

女性領導者的成功秘訣        LEADE131
建立妳的支援系統          LEADE132
依規則行事             LEADE133
建立和維持權威           LEADE135
女性主管的主導趨勢         LEADE134

領導力的培養            LEADE223
領導者的溝通            LEADE225
打造高績效的指導技巧      LEADE226
引導員工完成變革        LEADE227

領導員工完成變革        MGMTE101
領導和幫助員工成長       MGMTE102
領導和幫助員工成長       MGMTE103

未來經理的能力         MGMTE111
未來經理人的培養        MGMTE112
扮演教練和顧問角色的經理人   MGMTE113
捍衛專案的經理人        MGMTE114
未來經理人的責任        MGMTE115
未來經理的持續學習       MGMTE116


技術人員晉升管理階層的準備   MGMTE121
利用溝通技巧達到成功的管理   MGMTE122

了解與處理績效問題       MGMTE131
制定並闡明標準         MGMTE132
激勵與認同員工         MGMTE133

激勵與認同員工         MGMTE141

會議促進師的基本技巧與方法   MGMTE232
促進工作團隊與會議績效     MGMTE233

指導的基礎           MGMTE242

有效的職場導師關係       MGMTE251
二十一世紀的指導策略      MGMTE254   New

授權的基本原則         MGMTE261

了解專業技術人員        MGMTE291

輔導技巧            MGMTE284
心境、情緒與輔導        MGMTE285   New

克服變革所面臨的挑戰      MGMTE333

持續性績效考核         MGMTE341
審核績效表現          MGMTE342

增強自我 EQ         COMME144

可運用的演說資源        COMME303   New

談判高手            COMME507

溝通結果            COMME004
         管理您的憤怒                   COMME702   New

         行銷策略的基礎                  MKTE201
         市場分析                     MKTE202
         策略行銷中的競爭要素               MKTE203
         制定行銷計畫:第一階段              MKTE204
         撰寫行銷計畫:有創意的策略            MKTE205
         行銷活動的策劃                  MKTE206
         行銷管理                     MKTE207

         品牌管理入門                   MKTE211
         建立品牌權益                   MKTE212
         管理品牌的創意要素                MKTE213
         評估品牌效力                   MKTE215    New
         管理和維護品牌權益                MKTE216

         找出平衡點                     PDE111

         時間就是資源                    PDE121

         有效管理時間的技巧                 PDE152
         時間與你                      PDE151
         培養良好的時間管理習慣               PDE153    New

         問題建構                      PDE232
         團隊問題的解決與決策                PDE236

         創意與創新的基礎                  PDE031
         產生具創意與創新的構想               PDE032
         評估具創意與創新的構想               PDE033
         執行具創意與創新的構想               PDE034

             專案管理的定義              PROJE101
             專案管理的工具              PROJE102
             電腦化的專案計劃             PROJE103
Management (PMBOK 1996-aligned)
             專案計劃的開發              PROJE221
             專案計劃的執行與變動的控制        PROJE222
agement (PMBOK 1996-aligned)
             專案範疇管理:專案的起始與規劃      PROJE231
Third Edition-aligned)
             專案管理入門               PROJE511
             專案的生命週期與利害關係人        PROJE512
             專案的策劃                PROJE514
Edition-aligned)
             規劃並分辨專案的風險           PROJE591   New

         從產品銷售轉向策略銷售              SALEE141
         開發潛在客戶                   SALEE142
         找出客戶的問題                  SALEE143
         影響客戶的決定                  SALEE144
         提出你的解決方案                 SALEE145
建立持續成功的客戶關係     SALEE146

銷售動機            SALEE211
發展完全的銷售潛力       SALEE212

進階銷售溝通技巧:第一部分   SALEE213

進階銷售溝通技巧:第二部分   SALEE214

銷售簡報            SALEE224
雙贏的談判技巧         SALEE225


建立高績效團隊         TEAME141
管理團隊專案          TEAME143

利用跨功能團隊實現目標     TEAME124

建立高績效團隊         TEAME141

領導成功的團隊         TEAME152   New
輔導實體及虛擬團隊       TEAME154

有效的團隊建立策略       TEAME171
團隊間的有效溝通        TEAME172   New

供應鏈管理的基本原則      OPERE501   New

六個標準差之簡介        OPERE131
Return to Global Overview
  Series                          Course Title
Interpersonal Communication Skills
           Listening, Influencing and Handling Tough Situations
Emotional Intelligence at Work
           Emotional Intelligence at Work
           Increasing Your Emotional Intelligence
Effective Listening Skills
           Listening for Higher Purposes
Assertive Communication
           Professional Assertiveness
           Assertiveness from the Inside Out
Building Better Work Relationships
           Building Effective Interfunctional Relationships
           Working Effectively with Customers
Powerful Presentation Skills
           Planning Your Presentation
           Delivering Your Presentation
           Presenting with Confidence and Impact
Meeting the Presentation Challenge
           Advanced Presentation Skills
Effective Business Meetings
           Planning Effective Business Meetings
Professional Telephone Skills - Debra Smith
           Handle Calls with Confidence and Professionalism
Negotiating to Win: Getting the Results You Want
           The Negotiation Process
           The Dynamics of Interaction
           When the Going Gets Tough
Getting Results Without Authority
           Building Relationships to Get Results
           Teamwork and Results without Authority
           Getting Results from the Boss
Effective Use of Feedback for Business
           An Essential Guide to Giving Feedback

How to Excel at Customer Service
         Fundamentals of Exceptional Customer Service
Customer Relationship Management
         The Customer-driven Organization
         Effective Service Recovery
         Serving Your Internal Customers
Measuring Customer Satisfaction
         Discovering What Your Customers Want
Managing a Customer Service-Oriented Culture
         Exceeding Customer Expectations

Finance for Nonfinancial Professionals
          The Language of Accounting and Finance
Accounting 101
          Accounting Fundamentals
Business Finance for Managers
          Introduction to Finance
Using Financial Statements (co-Developed with Warton)
          Analyzing the Income Statement and Balance Sheet
          Analyzing Cash Flow

Workplace Issue Fundamentals
         Business Ethics

The 21st Century Learning Curve
          Knowledge as a Strategy: Performance Improvement
          Benchmarking for Best Practices

Leading from the Front Line
          Energizing and Empowering Employees
          Leading Change from the Front Line
          Dynamics of Leadership
Leadership Skills for Women
          The Secrets of Female Leaders
Going from Management to Leadership
          Removing Performance Barriers
          Communicating as a Leader
          Coaching for Performance
          Leading Through Change
Business Execution
          Creating a Business Execution Culture

Succeeding as a First-Time Manager
           Prepare for Your New Management Role
           Communication Skills and Positive Attitude
Essential Skills For Tomorrow's Managers
           A Manager's Primer for Ensuring Accountability
How to Discipline Employees & Correct Performance Problems
           Understand and Confront Performance Problems
           Setting and Clarifying Standards
Management Excellence: Performance-Based Appraisals
           Effective Management: Performance-based Appraisal
           Performance-based Appraisal: An Employee View
Dealing with Conflict and Confrontation
           Resolving Conflict through Problem Solving
The Successful Facilitator
           Facilitative Fundamentals: Techniques and Tools
           Facilitating Challenging Situations
Mentoring Essentials
           Effective Mentoring

Strategic Marketing in Action
           Elements of Marketing Strategy
           Analyzing the Market
           Competitive Factors in Strategic Marketing
           Writing a Marketing Plan: Phase 1
           Writing the Marketing Plan: Creative Strategy
Managing Customer-Driven Process Improvement
         Understanding Processes

Taking Control of Your Workday
           Set Goals and Prioritize Your Use of Time
           Major Time Management Challenges
Achieving Balance in Your Professional and Personal Life
           Coping with Stress
Overcoming Overload - Managing Memory and Time
           Time as a Resource
Fast-tracking Your Career
           Get Your Career on the Fast Track
           Communication Skills to Fast-track Your Career
           The Boss Factor
Creativity and Innovation
           Brainstorming and Promoting Creative Thinking
Problem Solving and Decision Making (TACK)
           Problem Solving: Foundations
           Decision-making Fundamentals
Breakthrough Strategies for a Web Economy
           Solution Thinking for Breakthrough Decisions
Problem-solving and Decision-making for Business
           Foundations of Effective Thinking
           Framing the Problem
           Generating Alternatives in Problem Solving
           Dynamic Decision Making
           Implementing and Evaluating a Decision
Working without a Net - The Business of Risk
           Risk Basics
           Approaches to Risk Management
Achieving Organizational Excellence Through Critical Thinkin
           The Role of Critical Thinking in Organizations
           Developing Fundamental Critical Thinking Skills
Managing Yourself through Change
           The Effects of Organizational Change
           Making the Change

Professional Project Management
          Defining Projects
          Essential Project Management Tools
Professional Project Management Fundamentals (PMBOK 1996-aligned)
          Project Management Context and Processes
          Project Integration, Scope, and Time Management
          Project Cost and Quality Management
          Project Human Resources and Communications
          Project Risk and Procurement Management
Project Management Essentials - (PMBOK® Guide - Third Edition-aligned)
          An Introduction to Project Management
          Project Life Cycles and Stakeholders
          Introduction to Project Process Groups and Initiating a Project
          Project Planning
          Executing, Monitoring & Controlling, and Closing a Project
Sales: A Focus on Solutions
          Moving From Product Selling to Solution
          Power Prospecting
          Finding the Pain You Can Cure
          Influencing Your Customer's Decision
          Building Relationships for Continuing Success
The Sales Wheel of Success - Advanced Selling Series
          Time is Money: Spend it Well

How to Write a Business Case
           Fundamental Components of a Business Case
           Developing Target Market Strategy
           Understanding Positioning
           The Marketing and Sales Plan
           Pricing for Profitability
           Presenting Your Case
Strategic Management
           Strategic Management - Planning
           Strategic Management - Analysis and Choice
           Strategic Management - Corporate Implementation
Value-Chain Analysis to Create Competitive Advantage
           Structure and Analysis
Competitive Intelligence
           Competitive Intelligence: Information Gathering
           Competitive Intelligence: Analysis & Dissemination
Systems Thinking in the 21st Century
           What is Systems Thinking?
           Systems-thinking Models and Thinking Skills
           System Archetypes

Participating in a Project Team
           The Self-directed Project Team Member
           Team-building Is an Inside Job
           Troubleshooting for Project Teams
                            119
               Japanese   Course #   Status

影響力の向上                    COMM7103

EQの理解と活用                  COMM7142
EQの高め方                    COMM7144

傾聴のスキル                    COMM7153

主体的なコミュニケーションスタイル         COMM7171
自己表現と対人関係                 COMM7172

他部署との効果的な連携               COMM7191
顧客とのパートナーシップの確立           COMM7194

プレゼンテーションの手順              COMM7311
プレゼンテーションの準備と心構え          COMM7312
インパクトのあるプレゼンテーション         COMM7313

状況別プレゼンテーション手法            COMM7325

効果的な会議の計画                 COMM7331

電話応対スキルの基礎                COMM7401

交渉のプロセス                   COMM7503
交渉のスタイルと戦略                COMM7504
難航する交渉への対処                COMM7506

信頼関係構築の基本                 COMM7511
成功に導くチームワーク               COMM7512
上司とのパートナーシップ              COMM7516

パフォーマンス向上のためのフィードバック手法    COMM7521


顧客サービスの基本                 CUST7102

顧客志向の組織                   CUST7121
顧客の信頼回復                   CUST7123
社内顧客との関係構築                CUST7124

顧客ニーズの把握                  CUST7131

顧客理解のための調査                CUST7203


財務会計の基礎用語                  FIN7101

会計の原則と財務諸表の作成              FIN7121
組織運営のための財務知識           FIN7141

財務諸表による企業分析            FIN7253
キャッシュフロー分析             FIN7255


ビジネス倫理                 HR7113


パフォーマンス向上のためのナレッジ戦略   KNOW7201
ベストプラクティスのためのベンチマーク   KNOW7206


エンパワーメントリーダーシップ       LEAD7123
第一線からの変革              LEAD7125
リーダーシップの基礎            LEAD7126

女性としてのキャリアアップ         LEAD7131

業務プロセスの障害を取り除くリーダー    LEAD7224
リーダーとしてのコミュニケーション     LEAD7225
成果を高めるコーチング           LEAD7226
変革を導くリーダーシップ          LEAD7227

戦略遂行組織の醸成             LEAD7152


マネジメントの基礎             MGMT7101
マネジメントのためのコミュニケーション   MGMT7103

アカウンタビリティーの原則         MGMT7115

業績不振者への指導と育成          MGMT7131
成果基準の設定と推進            MGMT7132

成果主義評価の導入にあたって        MGMT7141
成果主義の下での自律的な働き方       MGMT7144

問題解決による対立解消           MGMT7223

議論の生産性を高めるファシリテーション   MGMT7232
行き詰まりを打破するファシリテーション   MGMT7234

効果的なメンタリング            MGMT7251


マーケティング―基本要素          MKT7201
マーケティング―市場分析          MKT7202
マーケティング―競争優位の確立       MKT7203
マーケティングプランの作成1        MKT7204
マーケティングプランの作成2        MKT7205
       ビジネスプロセスの分析                     OPER7124


       ゴール設定とタイムマネジメント                  PD7102
       組織におけるタイムマネジメント                  PD7103

       ストレスへの対処                         PD7114

       タイムマネジメントの原則                     PD7121

       キャリアデザインの確立                      PD7131
       職場におけるコミュニケーション                  PD7133
       上司からのフィードバックの活用                  PD7135

       ブレインストーミングと創造的発想                 PD7202

       問題解決の基礎                          PD7211
       意思決定の基礎                          PD7213

       ブレークスルー思考                        PD7222

       思考方法の基礎                          PD7231
       課題形成の方法                          PD7232
       代替案の創出                           PD7233
       ダイナミックな意思決定                      PD7234
       実行のステップと評価                       PD7235

       リスクマネジメントの基礎                     PD7241
       リスク分析と意思決定                       PD7242

       クリティカルシンキングの重要性                  PD7251
       クリティカルシンキングの手法                   PD7252

       組織変革への対応                         PD7331
       自己変革へのステップ                       PD7332


            プロジェクトマネジメントの定義            PROJ7101
            プロジェクトマネジメントツール            PROJ7102
MBOK 1996-aligned)
            プロジェクト―背景とプロセス             PROJ7111
            プロジェクト―統合とスコープと時間の管理       PROJ7112
            プロジェクト―コストと品質の管理           PROJ7113
            プロジェクト―人的資源とコミュニケーションの管理   PROJ7114
            プロジェクト―リスクと調達の管理           PROJ7115
Third Edition-aligned)
            プロジェクトマネジメント入門             PROJ7511   New
            プロジェクト─ライフサイクルとステークホルダー    PROJ7512   New
            プロジェクト─プロセス群とプロジェクトの立上げ    PROJ7513   New
            プロジェクト─計画                  PROJ7514   New
            プロジェクト─ 実行、監視コントロールと終結     PROJ7515   New
ソリューション営業の基礎          SALE7141
見込み客へのアプローチ           SALE7142
顧客ニーズの発掘と拡大           SALE7143
顧客の意思決定への関与           SALE7144
継続的な取引を導く信頼関係         SALE7146

営業成果を高めるタイムマネジメント     SALE7217

        ―
ビジネスプラン1―目的と基本要素      STGY7211
ビジネスプラン2 ターゲット市場      STGY7212
ビジネスプラン3―ポジショニング      STGY7213
ビジネスプラン4―流通とプロモーション   STGY7214
ビジネスプラン5―価格戦略         STGY7215
ビジネスプラン6―企画書作成と提案     STGY7216

経営戦略の立案               STGY7301
経営戦略の評価と選択            STGY7302
経営戦略の推進               STGY7303

競争優位の形成―バリューチェーン分析
       ―              STGY7331

競争優位の形成 情報収集          STGY7342
競争優位の形成―情報の分析と伝達      STGY7343

システム思考の特徴とメリット        STGY7401
システム思考のステップとスキル       STGY7403
システム思考と5つのシステムパターン    STGY7404


職場における前向きな態度と自己成長     TEAM7131
効果的なチーム運営             TEAM7133
チーム内トラブルへの対処と防止       TEAM7134
Return to Global Overview
  Series                              Course Title
e-Business Foundations
           The Fundamentals of e-Business
           Approaches to e-Business
           e-Business Opportunities
           e-Business Design
           Building a Successful Web Site
           e-Business Solutions
Going from Management to Leadership
           The Mark of a Leader
           Communicating a Shared Vision
           The Enabling Leader
           Removing Performance Barriers
           Communicating as a Leader
           Coaching for Performance
           Leading Through Change
           The Leader as a Model
Succeeding as a First-Time Manager
           Prepare for Your New Mangement Role
Essential Skills For Tomorrow's Managers
           Competencies for Tomorrow's Managers
Problem-solving and Decision-making for Business
           Professional Project Management (non-certification)
           Generating Alternatives in Problem Solving
           Dynamic Decision Making
           Implementing and Evaluating a Decision
           Problem Solving and Decision Making in Groups
Professional Project Management
           Defining Projects
           Essential Project Management Tools
           Computer-Assisted Project Planning
           Building the Project Team
           Leading the Successful Project Team
           Completing the Project
Professional Project Management Fundamentals (PMBOK 1996-aligned)
           Project Management Context and Processes
           Project Integration, Scope, and Time Management
           Project Cost and Quality Management
           Project Human Resources and Communications
           Project Risk and Procurement Management
           Manager's Peformance Guide - Project Management
Project Scope Management (PMBOK 2000-aligned)
           Project Initiation and Planning (PMBOK 2000)
           Project Scope Definition (PMBOK 2000)
           Project Scope Verification and Change Control
Project Cost Management (PMBOK 2000-aligned)
           Project Resource Planning (PMBOK 2000)
           Project Cost Estimating and Budgeting (PMBOK 2000)
           Project Cost Control (PMBOK 2000)
Project Communications Management (PMBOK 2000-aligned)
           Project Communications Planning (PMBOK 2000-aligned)
           Project Performance Reporting (PMBOK 2000)
           Project Information Distribution and Closure (PMBOK 2000)
Project Time Management PMBOK 2000-aligned
           Project Activity Planning (PMBOK 2000)
           Project Activity Duration Estimating (PMBOK 2000)
           Project Schedule Development (PMBOK 2000)
           Project Schedule Control (PMBOK 2000)
Project Risk Management (PMBOK 2000-aligned)
           Project Risk Planning and Identification
           Project Qualitative Risk Analysis (PMBOK 2000 aligned)
           Project Quantitative Risk Analysis (PMBOK 2000)
           Project Risk Response Planning (PMBOK 2000)
Project Integration Management - PMBOK 2000-aligned
           Project Plan Development (PMBOK 2000)
           Project Plan Execution (PMBOK 2000)
           Project Integrated Change Control
Strategic Management
           Strategic Management - Planning
           Strategic Management - Analysis and Choice
           Strategic Management - Corporate Implementation
Competitive Intelligence
           Competitive Intelligence: Planning and Direction
           Competitive Intelligence: Information Gathering
           Competitive Intelligence: Analysis & Dissemination
                                       59
                        Korean       Course #   Status

       e-Business의 기본 원리            EBUS3101
       e-Business 시작                EBUS3102
       e-Business를 통한 기회 창출         EBUS3103
       e-Business 설계                EBUS3104
       전략적인 웹 사이트 구축                EBUS3105
       e-Business 솔루션               EBUS3106

       리더의 특징                       LEAD3221
       비전을 함께 나누는 리더                LEAD3222
       격려자로서의 리더                    LEAD3223
       성과 장애요인을 제거하는 리더             LEAD3224
       최상의 커뮤니케이션을 가능케 하는 리더        LEAD3225
       성과 향상 격려자로서의 리더              LEAD3226
       변화를 주도하는 리더                  LEAD3227
       업무 수행 모델로서의 리더               LEAD3228

       새로운 관리자 역할을 위한 준비            MGMT3101

       미래 관리자를 위한 핵심역량              MGMT3111

       효율적 사고의 기초                   PD3231
       문제 해결을 위한 대안 제시하기            PD3233
       능동적인 의사결정                    PD3234
       결정의 수행과 평가                   PD3235
       그룹을 통한 문제해결과 의사결정            PD3236

           프로젝트 정의                  PROJ3101
           필수적인 프로젝트 관리 도구들         PROJ3102
           컴퓨터 지원을 통한 프로젝트 계획       PROJ3103
           성공적인 프로젝트 팀 구축           PROJ3104
           프로젝트 팀의 성공 비결            PROJ3105
           프로젝트 목표의 성취              PROJ3106
1996-aligned)
           프로젝트 관리 환경 및 프로세스 관리     PROJ3111
           프로젝트 통합, 범위 및 시간관리       PROJ3112
           프로젝트 비용과 품질관리            PROJ3113
           프로젝트 인적자원 및 커뮤니케이션 관리    PROJ3114
           프로젝트 리스크 및 조달 관리         PROJ3115
           프로젝트 성과 관리를 위한 관리자 지침서   PROJ3116

       프로젝트 착수와 계획수립                PROJ3431     ANS
       프로젝트 범위 정의                   PROJ3432     ANS
       프로젝트 범위 검증 및 변경관리            PROJ3433     ANS

       프로젝트 자원 계획수립                 PROJ3451     ANS
       프로젝트 비용추정과 예산편성              PROJ3452     ANS
       프로젝트 비용관리                    PROJ3453     ANS

       프로젝트 의사소통 계획수립               PROJ3481     ANS
프로젝트 성과보고                    PROJ3482   ANS
프로젝트 정보 전달과 종료               PROJ3483   ANS

프로젝트 활동계획 수립                 PROJ3441   ANS
프로젝트 활동 기간 추정                PROJ3442   ANS
프로젝트 일정 개발                   PROJ3443   ANS
프로젝트 일정 관리                   PROJ3444   ANS

프로젝트 위험 계획수립과 식별             PROJ3491   ANS
프로젝트 정성적 위험 분석               PROJ3492   ANS
프로젝트 정량적 위험 분석               PROJ3493   ANS
프로젝트 위험 대응 계획수립              PROJ3494   ANS

프로젝트 계획 개발                   PROJ3421   ANS
프로젝트 계획 시행                   PROJ3422   ANS
프로젝트 통합 변경관리                 PROJ3423   ANS

전략경영 - 계획                    STGY3301
전략경영-분석 및 선택                 STGY3302
전략경영 - 실행                    STGY3303

경쟁우위 지적자산: 기획 및 실행           STGY3341
경쟁우위 지적자산 : 인터넷등을 통한 정보 수집   STGY3342
경쟁우위 지적자산: 분석, 벤치마킹과 활용      STGY3343
Return to Global Overview                                               320
Series                                           Course Title         Course #
e-Learning Foundations
             e-Learning                                               ABC8111
Interpersonal Communication Skills for Business
             The Dynamics of Interpersonal Communication              COMM8001
             Communication Skills for the Workplace                   COMM8003
Business Writing Essentials
             Writing with Intention                                   COMM8011
Mastering Interpersonal Communication
             Dynamics of Interpersonal Communication                  COMM8111
             Communication Tools                                      COMM8112
             The Many Faces of Communication                          COMM8113
             The Interpersonal Side of Conflict                       COMM8114
             Interpersonal Business Savvy                             COMM8115
             Developing Interpersonal Skills in Your People           COMM8116
Emotional Intelligence at Work
             What is Emotional Intelligence?                          COMM8141
             Emotional Intelligence at Work                           COMM8142
             Teamwork and Emotional Intelligence                      COMM8143
             Increasing Your Emotional Intelligence                   COMM8144
             The Emotionally Intelligent Leader                       COMM8145
Effective Listening Skills
             The Basics of Listening                                  COMM8151
             Listening for Comprehension                              COMM8152
             Listening for Higher Purposes                            COMM8153
Managing and Working with Difficult People
             Difficult People in the Workplace                        COMM8161
             Working with Aggressive People                           COMM8162
             Working with Negative People and Procrastinators         COMM8163
             Working with Narrogant and Duplicitous People            COMM8164
Assertive Communication
             Professional Assertiveness                               COMM8171
             Assertiveness from the Inside Out                        COMM8172
Building Better Work Relationships
             Building Effective Interfunctional Relationships         COMM8191
             Building Effective Relationships Between Men and Women   COMM8193
             Working Effectively with Customers                       COMM8194
High Impact Business Writing
             Prepaing to Write Effectively to Your Audience           COMM8211
             Writing Concisely and Accurately                         COMM8212
             Writing Effective Business Documents                     COMM8213
Writing to Maximize Business Results
             Exploring the New Basics of Business Writing             COMM8221
             Writing High-impact Reports and Proposals                COMM8222
             Producing Letters that Drive Your Business               COMM8223
             Using Good Letters to Deliver Bad News                   COMM8224
             Writing to Maximize Business Results                     COMM8225
             Writing Effective E-mail Messages                        COMM8226
Delivering Successful Presentations
             Presenting to Succeed                                    COMM8301
Powerful Presentation Skills
            Delivering Your Presentation                         COMM8312
            Presenting with Confidence and Impact                COMM8313
Meeting the Presentation Challenge
            The Foundations of Presentations                     COMM8321
            Basic Presentation Structure                         COMM8322
            Using Presentation Equipment Effectively             COMM8323
            Effective Presentation Delivery                      COMM8324
            Advanced Presentation Skills                         COMM8325
            Presentation as a Management Tool                    COMM8326
Effective Business Meetings
            Planning Effective Business Meetings                 COMM8331
Professional Telephone Skills
            Handle Calls with Confidence and Professionalism     COMM8401
            Turn Difficult Callers into Delighted Customers      COMM8402
            Managing Telephone Technology                        COMM8403
Negotiating to Win: Getting the Results You Want
            Negotiating a Deal                                   COMM8501
            Connect and Communicate                              COMM8502
            The Negotiation Process                              COMM8503
            The Dynamics of Interaction                          COMM8504
            When the Going Gets Tough                            COMM8506
            The Master Negotiator                                COMM8507
Consulting with the External Client
            Essentials of External Consultancy                   CONS8111
            The Client-Consultant Relationship                   CONS8112
            Diagnosing and Planning                              CONS8113
            Managing Delivery                                    CONS8114
            Evaluation and Review                                CONS8115
Consulting with the Internal Client
            Essentials of Internal Consultancy                   CONS8121
            Internal Consulting Skills                           CONS8122
            Establishing a Relationship with Internal Clients    CONS8123
            A Workable Solution for Internal Clients             CONS8124
            Evaluating Internal Assignments                      CONS8125
Customer Relationship Management
            The Customer-driven Organisation                     CUST8121
            Recruiting and Retaining Service Professionals       CUST8122
            Effective Service Recovery                           CUST8123
            Serving Your Internal Customers                      CUST8124
            Beginning Electronic Customer Relationships          CUST8125
            Sustaining Excellent Customer Service                CUST8126
Measuring Customer Satisfaction
            Discovering What Your Customers Want                 CUST8131
            Developing Customer Satisfaction Surveys             CUST8132
            Customer Satisfaction: Analysis and Implementation   CUST8133
Inbound Call Center Management
            The Inbound Call Centre                              CUST8211
            Inbound Call Centre Management: Leadership           CUST8212
            Inbound Call Centres: People Management              CUST8213
            Inbound Call Centre Technology                       CUST8214
            Performance Metrics for an Inbound Call Center       CUST8215
How to Excel at Customer Service
             Building the Service Foundation - Corporate Culture   CUST8101
             Fundamentals of Exceptional Customer Service          CUST8102
             The Voice of the Customer                             CUST8103
             Advancing Your Service Expertise                      CUST8104
             Customers, Conflict and Confrontation                 CUST8105
             Overcoming Challenging Service Situations             CUST8106
             Instilling Service Excellence: the EXCEL Acronym      CUST8107
             Service Stars and Service Teams                       CUST8108
IT Infrastructure Library (ITIL) Foundations
             ITIL: The Service Desk and Incident Management        CUST8181
             ITIL: Configuration and Release Management            CUST8182
             ITIL: Service Level and Capacity Management           CUST8183
             ITIL: Problem and Change Management                   CUST8184
             ITIL: Continuity and Availability Management          CUST8185
             ITIL: Financial and Security Management               CUST8186
Managing a Customer Service-Oriented Culture
             Establishing Your Team's Desired Performance          CUST8201
             Coaching in a Service Oriented Culture                CUST8202
             Exceeding Customer Expectations                       CUST8203
             Customer Service Strategy                             CUST8204
             Improving the Process of Service Delivery             CUST8205
             Navigating the Change Process Successfully            CUST8206
Frontline Call Center Skills
             The Call Centre Industry                              CUST8111
             Call Centre Communication Skills                      CUST8112
             Call Centre Customer Service                          CUST8113
             Call Centre Telephone Sales                           CUST8114
e-Business Foundations
             The Fundamentals of e-Business                        EBUS8101
             Approaches to e-Business                              EBUS8102
             e-Business Opportunities                              EBUS8103
             e-Business Design                                     EBUS8104
             Building a Successful Website                         EBUS8105
             e-Business Solutions                                  EBUS8106
e-Business for Customer Relationship Management
             Introduction to Customer Relationship Management      EBUS8111
             Electronic Customer Relationship Management           EBUS8112
             Data Mining                                           EBUS8113
             Profiting from Customer Relationship Management       EBUS8114
             Profit Networks                                       EBUS8115
Using Financial Statements (co-Developed with Warton)
             Principles of Financial Statements                    FIN8131
             Components of Financial Statements                    FIN8132
             Analysing the Income Statement and Balance Sheet      FIN8133
             The Income Statement and Balance Sheet Connection     FIN8134
             Analysing Cash Flow                                   FIN8135
             Ratio Analysis for Financial Statements               FIN8136
             Credibility and Disclosure in an Annual Report        FIN8137
             Analysing and Annual Report                           FIN8138
Business Finance for Managers
             Introduction to Finance                               FIN8141
             Making Budgets Work                                   FIN8142
            Cash Management                                       FIN8143
            Financial Statements and Analysis                     FIN8144
            Sources of Funding                                    FIN8145
            Manager's Performance Guide - Business Finance        FIN8146
Finance Fundamentals for non-Finance Professionals
            Principles of Financial Management                    FIN8151
            Understanding Financial Statements                    FIN8154
            Basics of Budgeting                                   FIN8152
Respecting Individual Rights
            Understanding Ethical Business Practice               HR8121
            Implementing Ethics in Business                       HR8122
            Employment Rights                                     HR8123
            Managing Diversity                                    HR8124
            The Human Rights Act                                  HR8125
            Harassment at Work                                    HR8126
How to Interview and Hire the Right People
            The Pre-Interview Process                             HR8201
Behavioral Interviewing
            Building a Firm Foundation                            HR8211
            Screening Applicants                                  HR8212
            Preparing for the Behavioural Interview               HR8213
            Conducting the Behavioural-based Interview            HR8214
            Preparing as the Interviewee                          HR8215
            Experiencing the Behavioural-based Interview          HR8216
Recruiting & Retention Strategies for the Tight Labor Market
            Recruiting for the 21st Century: The Market           HR8221
            Recruiting for the 21st Century: Strategies           HR8222
            Recruiting Successfully                               HR8223
            Online Recruiting                                     HR8224
            Facilitating Effective Recruiting                     HR8225
            Retention                                             HR8226
Knowledge Management Fundamentals
            The Art of Knowledge Management                      KNOW8101
            Knowledge as Capital                                 KNOW8102
            Putting Knowledge to Work                            KNOW8103
            Managing Knowledge Workers                           KNOW8104
            Being a Knowledge Activist                           KNOW8105
The 21st Century Learning Curve
            Knowledge as Strategy: Performance Improvement       KNOW8201
            The Power of the Learning Organization               KNOW8202
            The Potential of Self-directed Learning              KNOW8203
            Implementing and Evaluating Self-directed Learning   KNOW8204
            Performance Support                                  KNOW8205
            Benchmarking for Best Practices                      KNOW8206
Leading from the Front Line
            Challenges of the 21st Century                       LEAD8121
            Organisational Culture and Leadership                LEAD8122
            Energising and Empowering Staff                      LEAD8123
            Leadership and the Knowledge Worker                  LEAD8124
            Leading Change from the Front Line                   LEAD8125
            Dynamics of Leadership                               LEAD8126
Leadership Skills for Women
            The Secrets of Women Leaders                        LEAD8131
            Building Your Support System                        LEAD8132
Leadership in Senior Management
            Senior Leadership Priniciples                       LEAD8201
            Leadership in Senior Management                     LEAD8202
Going from Management to Leadership
            The Mark of a Leader                                LEAD8221
            Communicating a Shared Vision                       LEAD8222
            The Enabling Leader                                 LEAD8223
            Removing Performance Barriers                       LEAD8224
            Communicating as a Leader                           LEAD8225
            Coaching for Performance                            LEAD8226
            Leading through Change                              LEAD8227
            The Leader as a Model                               LEAD8228
Moving into a Management Role
            Becoming a Manager                                  MGMT8001
            A New Manager's Responsibilities and Fears          MGMT8002
            Lead and Communicate Effectively as a New Manager   MGMT8003
            A New Manager's Role in the Company's Future        MGMT8004
Essential Skills For Tomorrow's Managers
            Development Tools for Tomorrow's Managers           MGMT8112
            The Manager as Coach and Counselor                  MGMT8113
            The Manager as Project Champion                     MGMT8114
            A Manager's Primer for Ensuring Accountability      MGMT8115
            Continuous Learning for Tomorrow's Managers         MGMT8116
How to Discipline Employees & Correct Performance Problems
            Understand and Confront Performance Problems        MGMT8131
            Setting and Clarifying Standards                    MGMT8132
            Motivate and Recognise Staff                        MGMT8133
Management Excellence: Performance-Based Appraisals
            Effective Management: Performance-based Appraisal   MGMT8141
            Designing Successful Performance-based Appraisals   MGMT8142
            Implementing Performance-based Appraisals           MGMT8143
            Performance-based Appraisal: An Employee View       MGMT8144
            Appraising the Performance-oriented Team            MGMT8145
360-degree Performance Appraisal
            About 360 Degree Performance Feedback               MGMT8151
Practical Coaching Skills for Managers
            Implementing the Coaching Model                     MGMT8211
Dealing with Conflict and Confrontation
            Understanding Conflict                              MGMT8221
The Successful Facilitator
            The Role of the Facilitator                         MGMT8231
            Facilitative Fundamentals: Techniques and Tools     MGMT8232
            Facilitating Work Groups and Meetings               MGMT8233
            Facilitating Challenging Situations                 MGMT8234
            Facilitative Formats and Tools: Offering Options    MGMT8235
            Facilitative Leader                                 MGMT8236
The Consummate Coach
            Coaching Changes Managerial Malpractice             MGMT8241
            Foundations of Coaching                             MGMT8242
            The Coach's Roles                                   MGMT8243
             Coaching and the People Issues                         MGMT8244
             Coaching Excellence Changes You                        MGMT8245
             Manager's Performance Guide - Coaching Skills          MGMT8246
Mentoring Essentials
             Effective Mentoring                                    MGMT8251
             The Mentoring Manager                                  MGMT8252
Coach with Confidence
             Coaching for Business                                  MGMT8281
Making Change Work
             Building a Case for Change                             MGMT8321
Managing Others through Change
             Change Leadership                                      MGMT8331
             Communicating and Reinforcing Change                   MGMT8332
             Overcoming the Challenges of Change                    MGMT8333
Negotiation Strategies for Managers
             Successful Management Negotiation                      MGMT8401
             Advanced Management Negotiations                       MGMT8402
Strategic Marketing in Action
             Competitive Factors in Strategic Marketing             MKT8203
Managing Customer-Driven Process Improvement
             Why Customer Driven?                                   OPER8121
             Identifying What the Customer Wants                    OPER8122
             Translating Requirements into Process Goals            OPER8123
             Understanding Processes                                OPER8124
             Implementing Improvements                              OPER8125
             Managing Process Improvements                          OPER8126
Six Sigma Foundations
             Six Sigma Introduction                                 OPER8131
Logistics Management
             Overview of Logistics Management                       OPER8321
             Inventory Management                                   OPER8322
             Supply Chain Management                                OPER8323
ISO9000:2000 Overview
             The Who, What & Why of ISO 9000:2000                   OPER8401
             Building a Quality Management System                   OPER8402
             Quality-focused Management                             OPER8403
             Customer Satisfaction Through Resource Management      OPER8404
Supply Chain Management
             The Fundamentals of Supply Chain Management            OPER8501
             Supply Chain Management Strategies                     OPER8502
             Supply Chain Planning and Inventory Management         OPER8503
Achieving Balance in Your Professional and Personal Life
             Discovering Balance                                     PD8111
             Managing Time                                           PD8113
             Coping with Stress                                      PD8114
Overcoming Overload - Managing Memory and Time
             Time as a Resource                                      PD8121
             Eliminate the Time Wasters                              PD8122
             Organize to Remember                                    PD8123
             Create Your Own Time and Memory Management Programme    PD8124
Creativity and Innovation
             Brainstorming and Promoting Creative Thinking           PD8202
Problem Solving and Decision Making
             Problem-Solving Foundations                                     PD8211
             Problem Solving for Common Business Challenges                  PD8212
Problem-solving and Decision-making for Business
             Foundations of Effective Thinking                               PD8231
             Framing the Problem                                             PD8232
             Generating Alternatives in Problem Solving                      PD8233
Working without a Net - The Business of Risk
             Risk Basics                                                     PD8241
             Approaches to Risk Management                                   PD8242
             Decisions and Risk                                              PD8243
             Strategic Planning and Risk Management                          PD8244
             The Cutting Edge                                                PD8245
Managing Yourself through Change
             The Effects of Organisational Change                            PD8331
             Making the Change                                               PD8332
             The Paradigm Shift of Change                                    PD8333
Project Management Basics for Business Professionals (PMBOK 2000-aligned)
             Project Initiation                                             PROJ8001
             Project Planning                                               PROJ8002
             Project Execution                                              PROJ8003
             Project Controlling                                            PROJ8004
             Project Closing                                                PROJ8005
Professional Project Management (non-certification)
             Defining Projects                                              PROJ8101
             Essential Project Management Tools                             PROJ8102
             Computer-assisted Project Planning                             PROJ8103
             Building the Project Team                                      PROJ8104
             Leading Successful Project Team                                PROJ8105
             Completing the Project                                         PROJ8106
Advanced Project Scope, Time and Cost Management (PMBOK 1996-aligned)
             Managing Project Scope                                         PROJ8211
             Project Constraints and Risks                                  PROJ8212
Sales: A Focus on Solutions
             Moving from Product Selling to Solution Selling                SALE8141
             Power Prospecting                                              SALE8142
             Finding the Pain You Can Cure                                  SALE8143
             Influencing Your Customer's Decision                           SALE8144
             Presenting Your Solution                                       SALE8145
             Building Relationships for Continuing Success                  SALE8146
The Sales Wheel of Success - Advanced Selling Series
             Sales Motivation                                               SALE8211
             Developing Your Full Sales Potential                           SALE8212
             Advanced Sales Communication Techniques: Part One              SALE8213
             Advanced Sales Communication Techniques: Part Two              SALE8214
             Maintaining Your Customer Base                                 SALE8215
             Expanding Your Customer Base                                   SALE8216
             Time is Money: Spend it Well                                   SALE8217
             Product Knowledge                                              SALE8218
Selling at the Executive Level
             Prepare for Success                                            SALE8221
             Strategic Planning                                             SALE8222
             Progressing through the Complex Sale                 SALE8223
             Presenting Your Proposition                          SALE8224
             Negotiating to Mutual Benefit                        SALE8225
             From Executive-level Sale to Strategic Partnership   SALE8226
How to Write a Business Case
             Fundamental Components of a Business Case            STGY8211
             Developing Target Market Strategy                    STGY8212
How to Lead a Team
             Team Foundations                                     TEAM8111
             Team Facilitation and Decision-Making                TEAM8112
Participating in a Project Team
             The Self-directed Project Team Member                TEAM8131
             Project Team Communication Skills                    TEAM8132
             Team-building Is an Inside Job                       TEAM8133
             Troubleshooting for Project Teams                    TEAM8134
             The Project Team Star Player                         TEAM8135
             Improving Your Leadership Skills                     TEAM8136
Cultivating a High-performance Project Team
             Building a High-performance Team                     TEAM8141
             Harnessing Collective Knowledge                      TEAM8142
             Managing a Project with Your Team                    TEAM8143
             Revving up Your High-performance Project Team        TEAM8144
             Maintaining Project Team Peak Performance            TEAM8145
             Fixing Broken Teams                                  TEAM8146
Making Teams Work: Capitalizing on Conflict
             Team Conflict: The Seeds of Dissent                  TEAM8211
             Analysing Workplace War Zones                        TEAM8212
             Getting Past Clashes: Valuing Team Diversity         TEAM8213
             Conquering Conflict through Communication            TEAM8214
             The Path to Peace and Harmony                        TEAM8215
             Manager's Performance Guide - Team Conflict Skills   TEAM8216
Managing and Leading the Virtual Team
             Virtual Team Basics                                  TEAM8221
             Virtual Team Communication                           TEAM8222
             Collaboration in Virtual Teams                       TEAM8223
             Virtual Project Management                           TEAM8224
             Virtual Team Leadership                              TEAM8225
             Learning Organisations and the Virtual Team          TEAM8226
Status
New
New
New
New
New
New
Return to Global Overview
      Series                                   Course Title
Logistics Management
                  Overview of Logistics Management
                  Inventory Management
                  Supply Chain Management
How to Write a Business Case
                  Fundamental Components of a Business Case
                  Developing Target Market Strategy
                  Understanding Positioning
                  The Marketing and Sales Plan
                  Pricing for Profitability
                  Presenting Your Case
Strategic Management
                  Strategic Management - Planning
                  Strategic Management - Analysis and Choice
                  Strategic Management - Corporate Implementation
Technology Forecasting
                  Technology Forecasting
Global Business Strategy
                  Business Management and Strategy
Value-Chain Analysis to Create Competitive Advantage
                  Value Chain: Structure and Analysis
                  Cost Advantage via Value Chain Analysis
                  Differentiation Advantage via Value Chain Analysis
                  Focus Advantage via Value Chain Analysis
Competitive Intelligence
                  Competitive Intelligence: Planning and Direction
e-Business Foundations
                  The Fundamentals of e-Business
                  e-Business Opportunities
Strategic Marketing in Action
                  Elements of Marketing Strategy
                  Analyzing the Market
                  Competitive Factors in Strategic Marketing
                  Writing a Marketing Plan: Phase 1
                  Writing the Marketing Plan: Creative Strategy
                  Creating a Marketing Campaign
                  Marketing Management
                  Financial Analysis for Successful Marketing
Finance for Nonfinancial Professionals
                  The Language of Accounting and Finance
                  Using Financial Statements in Business Decisions
                  Budgeting Fundamentals
How to Read and Interpret Financial Statements
                  Understanding Financial Statements
                  Analyzing Beyond the Numbers
Business Finance for Managers
                  Introduction to Finance
                  Making Budgets Work
                  Cash Management
                  Financial Statements and Analysis
                   Sources of Funding
Practical Budgeting for Managers
                   The Basics of Budgeting
                   Building an Operating Budget
                   Managing Budgets Effectively
Human Resources Management Essentials
                   Human Resources Planning and Analysis
The 21st Century Learning Curve
                   The Potential of Self-directed Learning
Essential Skills for Tomorrow's Managers
                   Development Tools for Tomorrow's Managers
                   The Manager as Project Champion
                   Continuous Learning for Tomorrow's Managers
How to Discipline Employees & Correct Performance Problems
                   Understand and Confront Performance Problems
Management Excellence: Performance-Based Appraisals
                   Designing Successful Performance-based Appraisals
Managing Problem Performance
                   Identifying Problem Performance
Supporting Employees through the Change Process
                   Managing Through the Change
Dealing with Conflict and Confrontation
                   Understanding Conflict
Coach with Confidence
                   Coaching Skills
Making Change Work
                   Guide Yourself Through Change
                   Manage Organizational Change Processes
Performance Appraisal
                   Reviewing Performance
Going from Management to Leadership
                   Communicating a Shared Vision
                   Leading through Change
Interpersonal Communication Skills
                   Communicate to Develop Relationships
                   Communicating to Increase Understanding
                   Listening, Influencing and Handling Tough Situations
Mastering Interpersonal Communication
                   Dynamics of Interpersonal Communication
                   Communication Tools
High-Impact Business Writing
                   Preparing to Write Effectively to Your Audience
Effective Use of Feedback for Business
                   Giving Feedback: A Manager's Guide
Powerful Presentation Skills
                   Planning Your Presentation
                   Delivering Your Presentation
                   Presenting with Confidence and Impact
International Business Skills - Culture, Customs and Norms
                   Managing Cultural Divides
Taking Control of Your Workday
                   Analyze Your Use of Time
                   Set Goals and Prioritize Your Use of Time
Achieving Balance in Your Professional and Personal Life
                   Managing Time
Problem Solving and Decision Making
                   Problem Solving: Foundations
                   Problem Solving for Common Business Challenges
                   Decision-making Fundamentals
Breakthrough Strategies for a Web Economy
                   Breakthrough Strategies
                   Breakthrough Innovation
Professional Project Management - (non-certification)
                   Defining Projects
                   Essential Project Management Tools
                   Computer-assisted Project Planning
                   Building the Project Team
                   Leading the Successful Project Team
                   Completing the Project
Professional Project Management Fundamentals (PMBOK-aligned)
                   Project Management Context and Processes
                   Project Integration, Scope, and Time Management
                   Project Cost and Quality Management
                   Project Human Resources and Communications
                   Project Risk and Procurement Management
Advanced Project Management - Project Integration Management (PMBOK-aligned)
                   Project Plan Development
                   Project Plan Execution and Overall Change Control
9 Traits of Highly Successful Work Teams
                   Establishing a Shared Purpose
                   Clarifying Team Roles and Procedures
                   Conducting Effective Team Meetings
                   Confronting and Resolving Conflict
                   Seeking Organizational Integration
How to Lead a Team
                   Team Leadership
How to Make Cross-Functional Teams Work
                   Developing the Cross-functional Team
Cultivating a High-performance Project Team
                   Building a High-performance Team
Making Teams Work: Capitalizing on Conflict
                   Getting Past Clashes: Valuing Team Diversity
Managing and Leading the Virtual Team
                   Virtual Team Communication
                   Collaboration in Virtual Teams
                   Virtual Project Management
Sales: A Focus on Solutions
                   Moving from Product Selling to Solution Selling
                   Power Prospecting
                   Finding the Pain You Can Cure
                   Influencing Your Customer's Decision
                   Presenting Your Solution
                   Building Relationships for Continuing Success
The Sales Wheel of Success - Advanced Selling Series
                  Sales Motivation
                  Developing Your Full Sales Potential
How to Excel at Customer Service
                  Building the Service Foundation: Corporate Culture
                  Fundamentals of Exceptional Customer Service
                  The Voice of the Customer
                  Advancing Your Service Expertise
                  Customers, Conflict and Confrontation
                  Overcoming Challenging Service Situations
                  Instilling Service Excellence: the EXCEL Acronym
                  Service Stars and Service Teams
Frontline Call Center Skills
                  Call Center Communication Skills
                  Call Center Customer Service
Customer Relationship Management
                  The Customer-driven Organization
                  Hiring and Retaining Service Professionals
                  Effective Service Recovery
                  Serving Your Internal Customers
Managing a Customer Service-Oriented Culture
                  Establishing Your Team's Desired Performance
                  Coaching in a Service Oriented Culture
                  Exceeding Customer Expectations
                  Customer Service Strategy
                  Improving the Process of Service Delivery
                  Navigating the Change Process Successfully
e-Learning Foundations
                  e-Learning
                                                                 129
                             Italian                           Course #   Status

Gestione della logistica: fondamenti                           OPER5311
Gestione del magazzino                                         OPER5312
Gestione della catena di approvvigionamento                    OPER5313

Componenti fondamentali di un piano aziendale                  STGY5211
Sviluppo di una strategia per un mercato target                STGY5212
Comprendere il posizionamento                                  STGY5213
Piano di marketing e vendite                                   STGY5214
Determinare i prezzi per la redditività                        STGY5215
Presentare il piano                                            STGY5216

Pianificazione - gestione strategica                           STGY5301
Gestione strategica - Analisi e scelta                         STGY5302
Gestione strategica - Implementazione aziendale                STGY5303

Previsione tecnologica                                         STGY5311

Gestione e strategia aziendale                                 STGY5321

Catena del valore: struttura e analisi                         STGY5331
Catena del valore: vantaggi di costo                           STGY5332
Catena del valore: vantaggi della differenziazione             STGY5333
Catena del valore: vantaggi della focalizzazione               STGY5334

Analisi della concorrenza: pianificazione e direzione          STGY5341

Fondamenti di e-business                                       EBUS5101
Opportunità di e-business                                      EBUS5103

Elementi di strategia di marketing                             MKT5201
Analizzare il mercato                                          MKT5202
Fattori competitivi nel marketing strategico                   MKT5203
Redigere un piano di marketing: fase 1                         MKT5204
Redigere un piano di marketing: strategia creativa             MKT5205
Creare una campagna di marketing                               MKT5206
Gestione del marketing                                         MKT5207
Analisi finanziaria per il successo del marketing              MKT5208

Il linguaggio della contabilità e della finanza                FIN5101
Utilizzare i rendiconti finanziari nelle decisioni aziendali   FIN5102
Principi fondamentali del budget                               FIN5103

Comprendere i rendiconti finanziari                            FIN5111
Analizzare al di là dei numeri                                 FIN5115

Introduzione alla finanza                                      FIN5141
Pianificazione dei budget                                      FIN5142
Gestione della liquidità                                       FIN5143
Analisi e rendiconti finanziari                                FIN5144
Fonti di finanziamento                                      FIN5145

Le basi della pianificazione aziendale integrata            FIN5201
Impostare un budget operativo                               FIN5202
Gestire efficacemente i budget                              FIN5204

Pianificazione e analisi delle risorse umane                HR5101

Il potenziale dell'autoapprendimento                       KNOW5203

Strumenti di sviluppo per i manager del futuro             MGMT5112
Il manager come leader del progetto                        MGMT5114
Apprendimento continuo per i manager del futuro            MGMT5116

Comprensione e confronto nei problemi di performance       MGMT5131

Progettare un'efficace valutazione della performance       MGMT5142

Identificazione delle prestazioni problematiche            MGMT5162   New

Gestione durante la fase di cambiamento                    MGMT5182   New

Comprensione del conflitto                                 MGMT5221

Competenze di coaching                                     MGMT5284   New

Guida al processo di cambiamento                           MGMT5322
Gestione dei processi di cambiamento in ambito aziendale   MGMT5323

Revisione delle prestazioni                                MGMT5342   New

Comunicare una vision condivisa                            LEAD5222
Il ruolo del leader nel processo di cambiamento            LEAD5227

Comunicare per sviluppare le relazioni                     COMM5101
Comunicare per migliorare la comprensione                  COMM5102
Ascoltare, influenzare e gestire situazioni difficili      COMM5103

Dinamiche della comunicazione interpersonale               COMM5111
Strumenti per la comunicazione                             COMM5112

Comunicare efficacemente per iscritto                      COMM5211

Fornire un feedback: Guida per il manager                  COMM5525   New

Pianificazione della presentazione                         COMM5311
Esposizione della presentazione                            COMM5312
Presentazioni spigliate e convincenti                      COMM5313

Gestire le differenze culturali                            COMM5601

Analizzare l'uso del tempo                                  PD5101
Definire obiettivi e priorità nell'uso del tempo                PD5102

Gestire il tempo                                                PD5113

Problem solving: fondamenti                                     PD5211
Problem solving per le sfide comuni dell'azienda                PD5212
Fondamenti dei processi decisionali                             PD5213

Strategie innovative                                            PD5221
Entrare nell'innovazione                                        PD5223

Definizione dei progetti                                       PROJ5101
Principali strumenti per la gestione dei progetti              PROJ5102
Pianificazione del progetto mediante computer                  PROJ5103
Creare il team di progetto                                     PROJ5104
Guidare un team di progetto vincente                           PROJ5105
Chiudere il progetto                                           PROJ5106

Contesto e procedure di gestione dei progetti                  PROJ5111
Gestione del progetto: integrazione, obiettivo e tempistiche   PROJ5112
Gestire l'obiettivo progettuale                                PROJ5211
Rischi e vincoli progettuali                                   PROJ5212
Gestione delle tempistiche di progetto                         PROJ5213

Sviluppo del piano di progetto                                PROJ5221
Esecuzione del piano di progetto e controllo generale del cambiamento
                                                              PROJ5222

Stabilire un fine condiviso                                    TEAM5101
Chiarire i ruoli e le procedure del team                       TEAM5103
Dirigere riunioni efficaci del team                            TEAM5104
Confronto e risoluzione dei conflitti                          TEAM5106
Perseguire l'integrazione aziendale                            TEAM5108

Team Leadership                                                TEAM5114

Sviluppo del team interfunzionale                              TEAM5123

Creare un team ad alte prestazioni                             TEAM5141

Superare gli attriti: apprezzare la diversità nei team         TEAM5213

Comunicazione nel team virtuale                                TEAM5222
Collaborazione nel team virtuale                               TEAM5223
Project management virtuale                                    TEAM5224

Dalla vendita di prodotti alla vendita di soluzioni            SALE5141
La capacità di acquisire nuovi clienti                         SALE5142

Influenzare le decisioni del cliente                           SALE5144
Presentare la soluzione                                        SALE5145
Creare relazioni per un successo costante                      SALE5146
Diventare venditori motivati e di successo                    SALE5211
Sviluppare le potenzialità di vendita personali               SALE5212

Creare i fondamenti del servizio: la cultura aziendale        CUST5101
Fondamenti di un servizio clienti eccellente                  CUST5102
La voce del cliente                                           CUST5103
Migliorare le capacità di fornitura del servizio              CUST5104

Superare situazioni problematiche nel servizio clienti        CUST5106
Instillare l'eccellenza del servizio: l'acronimo EXCEL        CUST5107
Campioni del servizio e team di servizio                      CUST5108

Tecniche di comunicazione per i call center                   CUST5112
Il servizio clienti nel call center                           CUST5113

L'azienda orientata al cliente                                CUST5121
Assumere e trattenere i professionisti del servizio clienti   CUST5122
Ripristino efficace del servizio                              CUST5123
Servire i tuoi clienti interni                                CUST5124

Stabilire gli obiettivi di prestazione per il team            CUST5201
Coaching in una cultura orientata al servizio                 CUST5202
Superare le aspettative del cliente                           CUST5203
Strategia del servizio del cliente                            CUST5204
Migliorare il processo di fornitura del servizio              CUST5205
Attraversare indenni il processo di cambiamento               CUST5206

Introduzione all'e-Learning                                   ABC5111
Return to Global Overview
    Series                              Course Title
Six Sigma Foundations
               Six Sigma Introduction
Succeeding as a First-Time Manager
               Lead and Develop Your Staff
Essential Skills for Tomorrow's Managers
               Competencies for Tomorrow's Managers
               Development Tools for Tomorrow's Managers
               The Manager as Coach and Counselor
               The Manager as Project Champion
               A Manager's Primer for Ensuring Accountability
               Continuous Learning for Tomorrow's Managers
Managing Problem Performance
               Identifying Problem Performance
Supporting Employees through the Change Process
               Managing Through the Change
The Successful Facilitator
               The Role of the Facilitator
               Facilitative Fundamentals: Techniques and Tools
               Facilitating Work Groups and Meetings
Coach with Confidence
               Coaching Skills
Performance Appraisal
               Reviewing Performance
Going from Management to Leadership
               The Mark of a Leader
               Communicating a Shared Vision
               The Enabling Leader
               Removing Performance Barriers
               Communicating as a Leader
               Coaching for Performance
               Leading through Change
               The Leader as a Model
Interpersonal Communication Skills for Business
               The Process of Interpersonal Communications
               Communication Skills for the Workplace
Emotional Intelligence in the Workplace
               Teamwork and Emotional Intelligence
               Increasing Your Emotional Intelligence
Effective Listening Skills
               Listening for Comprehension
               Enhancing Your Listening Skills
Managing and Working with Difficult People
               Difficult People in the Workplace
Building Better Work Relationships
               Building Effective Interfunctional Relationships
Meeting the Presentation Challenge
               Effective Presentation Delivery
               Advanced Presentation Skills
Effective Business Meetings
               Planning Effective Business Meetings
               Leading Effective Business Meetings
Telephone Skills For Business Professionals
               Making Telephone Calls Count
Negotiating to Win: Getting the Results You Want
               The Negotiation Process
               The Master Negotiator
Getting Results Without Authority
               Getting Results through Communication
Effective Use of Feedback for Business
               Giving Feedback: A Manager's Guide
Achieving Balance in Your Professional and Personal Life
               Coping with Stress
Overcoming Overload - Managing Memory and Time
               Time as a Resource
               Eliminate the Time Wasters
               Organize to Remember
               Create Your Time and Memory Management Program
Problem-solving and Decision-making for Business
               Foundations of Effective Thinking
               Framing the Problem
               Generating Alternatives in Problem Solving
               Dynamic Decision Making
Project Management Basics for Business Professionals (PMBOK 2000-aligned)
               Project Initiation (PMBOK 2000-aligned)
               Project Planning (PMBOK 2000-aligned)
               Project Execution (PMBOK 2000-aligned)
               Project Controlling (PMBOK 2000-aligned)
               Project Closing (PMBOK 2000-aligned)
Project Management for IT Professionals
               Introduction to IT Project Management
               The Life Cycle of an IT Project
Project Integration Management - PMBOK 2000-aligned
               Project Plan Development (PMBOK 2000)
Project Scope Management - PMBOK 2000-aligned
               Project Initiation and Planning (PMBOK 2000)
Project Time Management PMBOK 2000-aligned
               Project Activity Planning (PMBOK 2000)
               Project Activity Duration Estimating (PMBOK 2000)
               Project Schedule Development (PMBOK 2000)
Project Cost Management - PMBOK 2000-aligned
               Project Cost Estimating and Budgeting (PMBOK 2000)
Project Quality Management - PMBOK 2000-aligned
               Project Quality Planning (PMBOK 2000-aligned)
               Project Quality Assurance
               Project Quality Control (PMBOK 2000)
Project Human Resource Management (PMBOK 2000-aligned)
               Project Organizational Planning (PMBOK 2000)
Project Risk Management (PMBOK 2000-aligned)
               Project Risk Planning and Identification
               Project Risk Monitoring and Control (PMBOK 2000)
Project Procurement Planning - PMBOK 2000-aligned
               Project Procurement Planning (PMBOK 2000)
SalesUniversity Sales Orientation: Professional Selling in the Knowledge Economy
               The Profession of Selling
               Professional Selling in the Knowledge Economy
How to Excel at Customer Service
               Fundamentals of Exceptional Customer Service
               The Voice of the Customer
               Advancing Your Service Expertise
               Customers, Conflict and Confrontation
               Overcoming Challenging Service Situations
               Instilling Service Excellence: the EXCEL Acronym
               Service Stars and Service Teams
Frontline Call Center Skills
               Call Center Communication Skills
               Call Center Customer Service
Field Sales Skills
               Field Sales Foundations
               Planning Your Field Sales Approach
               Applying Your Field Sales Approach
               Completing Your Field Sales Approach
Strategic Account Sales Skills
               The Strategic Account Sales Approach
               Understanding Your Customer
               Conducting Effective Sales Research Meetings
               Working with Your Customer's Key Players
               Delivering High-impact Sales Presentations
                                                            88
                                German                    Course #   Status

Einführung in Six Sigma                                  OPERB131

Mitarbeiterführung und -entwicklung                      MGMTB102

Kompetenzen des Managers von morgen                      MGMTB111
Entwicklungstools für den Manager von morgen             MGMTB112
Der Manager als Coach und Berater                        MGMTB113
Der Manager als Projekt-Champion                         MGMTB114
Verantwortlichkeit fördern - ein Leitfaden für Manager   MGMTB115
Leistungsmanagement für den Manager von morgen           MGMTB116

Leistungsprobleme erkennen                               MGMTB162    New

Management bei Veränderungen                             MGMTB182    New

Die Rolle des Facilitators                               MGMTB231
Grundlagen des Facilitating: Techniken und Hilfsmittel   MGMTB232
Facilitating von Arbeitsgruppen und Meetings             MGMTB233

Coaching-Fähigkeiten                                     MGMTB284    New

Leistungen bewerten                                      MGMTB342    New

Kennzeichen einer Führungspersönlichkeit                 LEADB221
Eine gemeinsame Vision vermitteln                        LEADB222
Die motivierende Führungspersönlichkeit                  LEADB223
Leistungshindernisse beseitigen                          LEADB224
Als Führungspersönlichkeit kommunizieren                 LEADB225
Leistungs-Coaching                                       LEADB226
Führen im Wandel                                         LEADB227
Die Führungspersönlichkeit als Vorbild                   LEADB228

Die zwischenmenschliche Kommunikation                    COMMB001
Kommunikationsfähigkeiten am Arbeitsplatz                COMMB003

Teamarbeit und emotionale Intelligenz                    COMMB143
Emotionale Intelligenz steigern                          COMMB144

Zuhören und Verstehen                                    COMMB152
Verbesserte Zuhörfähigkeiten                             COMMB154

Schwierige Personen am Arbeitsplatz                      COMMB161

Effektive interfunktionale Beziehungen aufbauen          COMMB191

Effektives Präsentieren                                  COMMB324
Präsentationstechniken für Fortgeschrittene              COMMB325

Effektive geschäftliche Meetings planen                  COMMB331
            Effektive geschäftliche Meetings leiten                         COMMB332

            Telefongespräche effektiv nutzen                                COMMB412

            Der Verhandlungsprozess                                         COMMB503
            Der Verhandlungsprofi                                           COMMB507

            Ergebnisse durch Kommunikation erzielen                         COMMB515

            Ein Leitfaden für Manager                                       COMMB525   New

            Stress bewältigen                                                PDB114

            Zeit als Ressource                                               PDB121
            Zeit sinnvoll nutzen                                             PDB122
            Organisation als Erinnerungshilfe                                PDB123
            Zeitmanagement und Erinnerungshilfen                             PDB124



          Das Problem umreißen                                               PDB232
          Alternativen bei der Problemlösung schaffen                        PDB233
          Dynamische Entscheidungsfindung                                    PDB234
PMBOK 2000-aligned)
          Projektauftakt                                                    PROJB001
          Projektplanung                                                    PROJB002
          Projektdurchführung                                               PROJB003
          Projektcontrolling                                                PROJB004
          Projektabschluss                                                  PROJB005

            Einführung in das Management von IT-Projekten                   PROJB351
            Der Lebenszyklus eines IT-Projekts                              PROJB353

            Projektplanentwicklung (PMBOK 2000)                             PROJB421

            Projektinitiierung und -planung (PMBOK 2000)                    PROJB431

            Projektvorgangsplanung (PMBOK 2000)                             PROJB441
            Schätzung der Projektvorgangsdauer (PMBOK 2000)                 PROJB442
            Projektzeitplanerstellung (PMBOK 2000)                          PROJB443

            Aufwandsschätzung und Kostenplanung für Projekte (PMBOK 2000)   PROJB452

            Projektqualitätsplanung (PMBOK 2000)                            PROJB461
            Projektqualitätssicherung (PMBOK 2000)                          PROJB462   New
            Projektqualitätskontrolle (PMBOK 2000)                          PROJB463   New

            Projektorganisationsplanung (PMBOK 2000)                        PROJB471   New

            Planung und Ermittlung von Projektrisiken                       PROJB491
            Risikoüberwachung und -steuerung (PMBOK 2000)                   PROJB495

            Projektbeschaffungsplanung (PMBOK 2000)                         PROJB501
the Knowledge Economy
           Verkaufen als Beruf                                     SALEB401
           Professionelles Verkaufen in der Wissenswirtschaft      SALEB402

            Grundlagen für einen ausgezeichneten Kundenservice     CUSTB102
            Die Stimme des Kunden                                  CUSTB103
            Ihr Fachwissen zum Kundenservice erweitern             CUSTB104
            Kunden, Konflikt und Konfrontation                     CUSTB105
            Schwierige Servicesituationen bewältigen               CUSTB106
            Sich exzellenten Service aneignen: Das Akronym EXCEL   CUSTB107
            Service-Experten und Serviceteams                      CUSTB108

            Kommunikationsfähigkeiten im Call Center               CUSTB112
            Kundenservice im Call Center                           CUSTB113

            Grundlagen Außendienst                                 SALEB101
            Die Außendienstmethodik planen                         SALEB102
            Die Außendienstmethodik anwenden                       SALEB103
            Die Außendienstmethodik durchführen                    SALEB104

            Die strategische Verkaufsmethode                       SALEB131
            Ihren Kunden verstehen                                 SALEB132
            Effektive Sondierungsgespräche durchführen             SALEB133
            Mit den Schlüsselpersonen Ihres Kunden arbeiten        SALEB134
            Erfolgreiche Verkaufspräsentationen halten             SALEB135
Return to Global Overview
     Series                               Course Title
Six Sigma Foundations
                  Six Sigma Introduction
How to Write a Business Case
                  Fundamental Components of a Business Case
                  Presenting Your Case
e-Business Foundations
                  The Fundamentals of e-Business
                  Approaches to e-Business
Business Finance for Managers
                  Making Budgets Work
Practical Budgeting for Managers
                  Building an Operating Budget
Essential Skills for Tomorrow's Managers
                  Competencies for Tomorrow's Managers
                  Development Tools for Tomorrow's Managers
                  The Manager as Coach and Counselor
                  The Manager as Project Champion
                  A Manager's Primer for Ensuring Accountability
                  Continuous Learning for Tomorrow's Managers
The Consummate Coach
                  Coaching Changes Managerial Malpractices
                  Foundations of Coaching
                  The Coach's Roles
The Successful Facilitator
                  Facilitative Fundamentals: Techniques and Tools
Going from Management to Leadership
                  Leading through Change
Mastering Interpersonal Communication
                  Dynamics of Interpersonal Communication
                  Communication Tools
                  The Many Faces of Communication
                  The Interpersonal Side of Conflict
                  Developing Interpersonal Skills in Your People
Effective Listening Skills
                  Listening for Comprehension
                  Enhancing Your Listening Skills
Managing and Working with Difficult People
                  Difficult People in the Workplace
Building Better Work Relationships
                  Building Effective Interfunctional Relationships
Writing to Maximize Business Results
                  Exploring the New Basics of Business Writing
Effective Business Meetings
                  Planning Effective Business Meetings
Negotiating to Win: Getting the Results You Want
                  The Negotiation Process
                  The Master Negotiator
Getting Results Without Authority
                  Getting Results through Communication
Overcoming Overload - Managing Memory and Time
                 Time as a Resource
                 Eliminate the Time Wasters
                 Organize to Remember
                 Create Your Time and Memory Management Program
Problem-solving and Decision-making for Business
                 Framing the Problem
                 Generating Alternatives in Problem Solving
                 Dynamic Decision Making
How to Excel at Customer Service
                 Building the Service Foundation: Corporate Culture
                 Fundamentals of Exceptional Customer Service
                 The Voice of the Customer
                 Advancing Your Service Expertise
                 Customers, Conflict and Confrontation
                 Overcoming Challenging Service Situations
                 Instilling Service Excellence: the EXCEL Acronym
                 Service Stars and Service Teams
                                                                  45
                           Canadian French                      Course #   Status

Introduction à la méthodologie Six Sigma                        OPER6131

Éléments fondamentaux d'une analyse de rentabilisation          STGY6211
Présentation de votre analyse                                   STGY6216

Principes fondamentaux des affaires électroniques               EBUS6101
Aborder les affaires électroniques                              EBUS6102

Budgétisation efficace                                           FIN6142

Élaborer un budget d'exploitation                                FIN6202

Compétences des gestionnaires de demain                         MGMT6111
Outils de développement des gestionnaires de demain             MGMT6112
Le gestionnaire, comme guide et conseiller                      MGMT6113
Le gestionnaire en tant que champion de projet                  MGMT6114
Notions de responsabilisation pour gestionnaires                MGMT6115
La formation continue des gestionnaires de demain               MGMT6116



Les fondements du rôle d'entraîneur                             MGMT6242
Les rôles de l'entraîneur                                       MGMT6243

Notions de base en matière d'animation : Techniques et outils   MGMT6232

Leadership du changement                                        LEAD6227

Dynamique de la communication interpersonnelle                  COMM6111
Outils de communication                                         COMM6112
Les multiples facettes de la communication                      COMM6113
Le côté interpersonnel d'un conflit                             COMM6114
Développer les compétences en relations humaines                COMM6116

Écouter pour comprendre                                         COMM6152
Améliorer ses aptitudes d'écoute                                COMM6154

Personnes à caractère difficile en milieu de travail            COMM6161

Établir des relations interfonctionnelles efficaces             COMM6191

L'exploration des nouvelles bases de la rédaction d'affaires    COMM6221

Planification de réunions de travail efficaces                  COMM6331

Le processus de négociation                                     COMM6503
Le maître négociateur                                           COMM6507

Obtention de résultats grâce à la communication                 COMM6515
Le temps comme ressource                                           PD6121
Bannir les pertes de temps                                         PD6122
S'organiser pour ne pas oublier                                    PD6123
Créer votre programme de gestion du temps et de la mémoire         PD6124

Appréhension du problème                                           PD6232
Trouver des solutions de rechange                                  PD6233
Processus dynamique de prise de décision                           PD6234



Principes du service à la clientèle exceptionnel                  CUST6102
La voix du client                                                 CUST6103
Améliorer votre expertise en service                              CUST6104
Les clients, les conflits et la confrontation                     CUST6105
Surmonter les situations difficiles reliées au service            CUST6106
Inculquer l'excellence en matière de service : l'acronyme SUPER   CUST6107
Étoiles du service et équipes de service                          CUST6108
Return to Global Overview
     Series                             Course Title
Six Sigma Foundations
                 Six Sigma Introduction
Six Sigma Team Implementation
                 Six Sigma: Reducing Variation to Improve Quality
                 Six Sigma: Listening to the Voice of the Customer
                 Six Sigma DMAIC: Defining the Problem
                 Six Sigma DMAIC: Measuring the Process
                 Six Sigma DMAIC: Analyzing the Data
                 Six Sigma DMAIC: Analyzing the Process
                 Six Sigma DMAIC: Improving the Process

                 Six Sigma DMAIC: Controlling the Improved Process
Strategic Marketing in Action
                 Elements of Marketing Strategy
                 Analyzing the Market
Essential Skills for Tomorrow's Managers
                 Competencies for Tomorrow's Managers
                 The Manager as Coach and Counselor
                 A Manager's Primer for Ensuring Accountability
Managing Problem Performance
                 Identifying Problem Performance
Supporting Employees through the Change Process
                 Managing Through the Change
The Successful Facilitator
                 Facilitative Fundamentals: Techniques and Tools
Coach with Confidence
                 Coaching Skills
Performance Appraisal
                 Reviewing Performance
Leading from the Front Line
                 Challenges of the 21st Century
                 Dynamics of Leadership
Going from Management to Leadership
                 The Enabling Leader
                 Communicating as a Leader
                 Coaching for Performance
                 Leading through Change
Interpersonal Communication Skills
                 Listening, Influencing and Handling Tough Situations
Mastering Interpersonal Communication
                 Dynamics of Interpersonal Communication
                 Communication Tools
Effective Listening Skills
                 Listening for Comprehension
                 Enhancing Your Listening Skills
Managing and Working with Difficult People
                 Difficult People in the Workplace
Building Better Work Relationships
                 Building Effective Interfunctional Relationships
Email Essentials
                 E-mail as a Marketing Tool
Delivering Successful Presentations
                 Presenting to Succeed
                 Presentation Resources Available to You
                 Presentation Skills Blended Learning Toolkit
Meeting the Presentation Challenge
                 Effective Presentation Delivery
Effective Business Meetings
                 Planning Effective Business Meetings
                 Leading Effective Business Meetings
Negotiating to Win: Getting the Results You Want
                 The Negotiation Process
Getting Results Without Authority
                 Getting Results through Communication
Effective Use of Feedback for Business
                 Giving Feedback: A Manager's Guide
Overcoming Overload - Managing Memory and Time
                 Time as a Resource
                 Eliminate the Time Wasters
                 Organize to Remember
                 Create Your Time and Memory Management Program
Problem-solving and Decision-making for Business
                 Framing the Problem
                 Generating Alternatives in Problem Solving
                 Dynamic Decision Making
Project Management Basics for Business Professionals (PMBOK 2000-aligned)
                 Project Initiation (PMBOK 2000-aligned)
                 Project Planning (PMBOK 2000-aligned)
                 Project Execution (PMBOK 2000-aligned)
Project Management Essentials - PMBOK-Third Edition aligned
                 An Introduction to Project Management (PMBOK-Third
                 Edition aligned)
                 Project Lifecycles and Stakeholders (PMBOK-Third
                 Edition aligned)
                 Project Management Process Groups and Initiating
                 (PMBOK-Third Edition aligned)
                 Project Planning (PMBOK-Third Edition aligned)
                 Executing, Monitoring & Controlling, and Closing a Project
Project Integration Management (PMBOK® Guide - Third Edition-aligned)
                 Initiating a Project and Preparing the Project Plan
                 Project Integration: Executing and Completing a Project
Project Scope Management (PMBOK® Guide - Third Edition-aligned)
                 Planning Project Scope
                 Controlling Project Scope
Project Time Management (PMBOK® Guide - Third Edition-aligned)
                 Elements of Project Time Management
                 Project Scheduling
Project Cost Management (PMBOK® Guide -Third Edition-aligned)
                 Estimating Activity Costs
                 Budgeting and Controlling Costs
Project Quality Management (PMBOK® Guide - Third Edition-aligned)
                 Planning for Quality
                Performing Quality Assurance and Control

How to Make Cross-Functional Teams Work
                 Determine Need and Select the Project Manager
                 Select, Evaluate, and Fund Cross-functional Teams
                 Developing the Cross-functional Team
                 Achieving Results as a Cross-functional Team
Sales: A Focus on Solutions
                 Moving from Product Selling to Solution Selling
                 Power Prospecting
                 Influencing Your Customer's Decision
                 Presenting Your Solution
                 Building Relationships for Continuing Success
The Sales Wheel of Success - Advanced Selling Series
                 Sales Motivation
                 Developing Your Full Sales Potential
How to Excel at Customer Service
                 Fundamentals of Exceptional Customer Service
                 The Voice of the Customer
                 Advancing Your Service Expertise
                 Customers, Conflict and Confrontation
                 Overcoming Challenging Service Situations
                 Instilling Service Excellence: the EXCEL Acronym
                 Service Stars and Service Teams
Frontline Call Center Skills
                 Call Center Communication Skills
                 Call Center Customer Service
                 Call Center Telephone Sales
IT Infrastructure Library (ITIL) Foundations
                 ITIL: The Service Desk and Incident Management
                 ITIL: Configuration and Release Management
                 ITIL: Service Level and Capacity Management
                  ITIL: Problem and Change Management
                 ITIL: Continuity and Availability Management
                  ITIL: Financial and Security Management
                                                                 93
                         European French                       Course #   Status

Introduction au programme Six Sigma                            OPERG131

Six Sigma : Réduire les variations pour améliorer la qualité   OPERG141
Six Sigma : Écouter la voix du client                          OPERG142
Modèle DMAIC de Six Sigma                                      OPERG143
Modèle DMAIC de Six Sigma : Mesure du processus                OPERG144
Modèle DMAIC de Six Sigma : Analyse des données                OPERG145
Modèle DMAIC de Six Sigma : Analyse du processus               OPERG146
Modèle DMAIC de Six Sigma : Amélioration du processus          OPER0147

Modèle DMAIC de Six Sigma : Contrôle du processus amélioré     OPER0148

Les éléments d'une stratégie marketing                         MKTG201
Analyse du marché                                              MKTG202

Compétences des managers de demain                             MGMTG111
Le manager : un guide et un conseiller                         MGMTG113
Les bases de la responsabilisation pour les managers           MGMTG115

                                                               MGMTG162

Surmonter les changements                                      MGMTG182

Notions fondamentales de l'animation : techniques et outils    MGMTG232

Compétences de coaching                                        MGMTG284

Étude des performances                                         MGMTG342

Les défis du 21e siècle                                        LEADG121
La dynamique du leadership                                     LEADG126

Leadership et motivation                                       LEADG223
Leadership et communication                                    LEADG225
Encadrer pour améliorer le rendement                           LEADG226
Guider vers le changement                                      LEADG227

Écouter, influencer et gérer les situations délicates          COMMG103

Dynamique de la communication interpersonnelle                 COMMG111
Outils de communication                                        COMMG112

Écouter pour comprendre                                        COMMG152
Améliorer ses compétences en matière d'écoute                  COMMG154

Travailler avec des personnes difficiles                       COMMG161

Établir des relations interfonctionnelles efficaces            COMMG191
               La messagerie électronique comme outil marketing                      COMMG234

               Réussir grâce aux présentations                                       COMMG301           New
               Ressources de présentation                                            COMMG303


               Délivrer des présentations efficaces                                  COMMG324

               Organiser des réunions de travail efficaces                           COMMG331
               Diriger des réunions professionnelles                                 COMMG332           New

               Le processus de négociation                                           COMMG503

               Communiquer efficacement pour obtenir des résultats                   COMMG515

               Comment faire des commentaires : le guide du responsable              COMMG525

               Le temps comme ressource                                                PDG121
               Supprimer les facteurs de perte de temps                                PDG122
               S'organiser pour se rappeler                                            PDG123
               Créer votre programme de gestion du temps et de la mémoire              PDG124

          Appréhender les problèmes                                                    PDG232
          Trouver des alternatives pour résoudre les problèmes                         PDG233
          Processus dynamique de prise de décision                                     PDG234
MBOK 2000-aligned)
          Lancement d'un projet                                                      PROJG001
          Planification d'un projet                                                  PROJG002
          Exécution d'un projet                                                      PROJG003


                                                                                   PROJG511       New
               Introduction au management de projet/An Introduction to Project Management (PMBOK-Third Edition aligned)

                                                                                       P
               Cycles de vie des projets et parties /Project Lifecycles and Stakeholders ROJG512        New

                                                                                       PROJG513
             Présentation des groupes de processus de projet et démarrage d'un projet/Introduction toNew  Project Process Groups and Initiating
             Planification de projets/Project Planning                                 PROJG514          New
                                                                                       PROJG515          New
             Exécution, Surveillance et maîtrise, et Clôture d'un projet/Executing, Monitoring & Controlling, and Closing a Project
dition-aligned)
                                                                                       PROJG521          New
             Démarrer un projet et préparer le plan du projet/Initiating a Project and Preparing the Project Plan
                                                                                       PROJG522          New
             Intégration du projet : Exécuter et mener un projet à terme/Project Integration: Executing and Completing a Project

               Planification du contenu du projet/Planning Project Scope             PROJG531           New
               Maîtrise du contenu du projet/Controlling Project Scope               PROJG532           New

                                                                                  PROJG541
               Éléments du management des délais du projet/Elements of Project Time Management          New
               Planification de projet/Project Scheduling                         PROJG542              New

               Estimation des coûts des activités/Estimating Activity Costs          PROJG551           New
               Budgétisation et maîtrise des coûts/Budgeting and Controlling Costs   PROJG552           New
ion-aligned)
               Planification de la qualité/Planning for Quality                      PROJG561           New
                                                                        PROJG562          New
Mettre en oeuvre l'assurance qualité et le contrôle qualité/Performing Quality Assurance and Control


Définition des besoins et choix du chef de projet                     TEAMG121
Choisir, évaluer et financer les équipes interfonctionnelles          TEAMG122
Développer l'équipe interfonctionnelle                                TEAMG123
Obtenir des résultats en tant qu'équipe interfonctionnelle            TEAMG124

De la vente d'un produit à la vente d'une solution                     SALEG141
Prospecter efficacement                                                SALEG142
Influencer les décisions de vos clients                                SALEG144
Présenter votre solution                                               SALEG145
Établir des relations pour un succès durable                           SALEG146

Se motiver pour vendre                                                 SALEG211
Développer votre potentiel commercial au maximum                       SALEG212

Notions de base pour un service à la clientèle exceptionnel           CUSTG102
La voix du client                                                     CUSTG103
Accroître vos compétences dans le service à la clientèle              CUSTG104
Les clients, les conflits et la confrontation                         CUSTG105
Surmonter les situations difficiles liées au service                  CUSTG106
Susciter l'excellence du service : l'acronyme EXCEL                   CUSTG107
Les stars du service et les équipes de service                        CUSTG108

Maîtrise de la communication en centre d'appels                       CUSTG112
Service à la clientèle des centres d'appels                           CUSTG113
Vente par téléphone en centre d'appel                                 CUSTG114

ITIL : Le centre de services et la gestion des incidents              CUSTG181
ITIL : Gestion de la configuration et gestion des versions            CUSTG182
ITIL : Gestion du niveau de service et gestion des capacités          CUSTG183
ITIL : Gestion des problèmes et gestion du changement                 CUSTG184
ITIL : Gestion de la continuité et gestion des disponibilités         CUSTG185
ITIL : Gestion financière et gestion de la sécurité                   CUSTG186
Return to Global Overview
   Series                            Course Title
ISO 9000:2000 Overview
               Building a Quality Management System
               Quality-minded Management

               Customer Satisfaction Through Resource Management
               Continual Quality Improvement
How to Write a Business Case
               Presenting Your Case
Strategic Management
               Strategic Management - Planning
               Strategic Management - Analysis and Choice
               Strategic Management - Corporate Implementation
Technology Forecasting
               Technology Forecasting
Global Business Strategy
               Business Management and Strategy
e-Business Foundations
               The Fundamentals of e-Business
               Approaches to e-Business
               e-Business Opportunities
Strategic Marketing in Action
               Elements of Marketing Strategy
               Analyzing the Market
               Competitive Factors in Strategic Marketing
               Writing a Marketing Plan: Phase 1
               Writing the Marketing Plan: Creative Strategy
               Creating a Marketing Campaign
Business Finance for Managers
               Cash Management
               Financial Statements and Analysis
               Sources of Funding
Human Resources Management Essentials
               Human Resources Planning and Analysis
               The Climate for Performance
Behavioral Interviewing
               Preparing for the Behavioral Interview
               Conducting the Behavioral-based Interview
The 21st Century Learning Curve
               The Potential of Self-directed Learning
               Benchmarking for Best Practices
Essential Skills for Tomorrow's Managers
               Competencies for Tomorrow's Managers
               Development Tools for Tomorrow's Managers
               The Manager as Coach and Counselor
               The Manager as Project Champion
               A Manager's Primer for Ensuring Accountability
               Continuous Learning for Tomorrow's Managers
How to Discipline Employees & Correct Performance Problems
               Motivate and Recognize Employees
Management Excellence: Performance-Based Appraisals
              Designing Successful Performance-based Appraisals
              Performance-based Appraisal: An Employee View
              Appraising the Performance-oriented Team
Supporting Employees through the Change Process
              Incorporating Change in Your Organization
The Consummate Coach
              Foundations of Coaching
              The Coach's Roles
              Manager's Performance Guide - Coaching Skills
The Successful Facilitator
              Facilitative Fundamentals: Techniques and Tools
              Facilitating Work Groups and Meetings
              Facilitating Challenging Situations
Mentoring Essentials
              Effective Mentoring
              The Mentoring Manager
Delegation Skills
              Delegation Basics
              The Personal Approach in Delegation
Making Change Work
              Guide Yourself Through Change
Managing Others through Change
              Change Leadership
Performance Appraisal
              Reviewing Performance
Leading from the Front Line
              Organizational Culture and Leadership
              Energizing and Empowering Employees
              Leadership and the Knowledge Worker
              Leading Change from the Front Line
              Dynamics of Leadership
Going from Management to Leadership
              The Mark of a Leader
              Communicating a Shared Vision
              The Enabling Leader
              Removing Performance Barriers
              Communicating as a Leader
              Coaching for Performance
              Leading through Change
              The Leader as a Model
Interpersonal Communication Skills for Business
              Communication Skills for Resolving Conflict
Interpersonal Communication Skills
              Communicate to Develop Relationships
              Communicating to Increase Understanding
              Listening, Influencing and Handling Tough Situations
              Communicating Better with Your Team
Mastering Interpersonal Communication
              Dynamics of Interpersonal Communication
              Communication Tools
              The Many Faces of Communication
              The Interpersonal Side of Conflict
               Interpersonal Business Savvy
               Developing Interpersonal Skills in Your People
Emotional Intelligence in the Workplace
               What Is Emotional Intelligence?
               Emotional Intelligence at Work
               Teamwork and Emotional Intelligence
Effective Listening Skills
               The Basics of Listening
Managing and Working with Difficult People
               Difficult People in the Workplace
Assertive Communication
               Professional Assertiveness
Writing to Maximize Business Results
               Exploring the New Basics of Business Writing
               Writing High-impact Reports and Proposals
Powerful Presentation Skills
               Planning Your Presentation
               Delivering Your Presentation
               Presenting with Confidence and Impact
Meeting the Presentation Challenge
               The Foundations of Presentations
               Effective Presentation Delivery
Effective Business Meetings
               Leading Effective Business Meetings
Negotiating to Win: Getting the Results You Want
               Crafting a Deal
               The Negotiation Process
Getting Results Without Authority
               Building Relationships to Get Results
Effective Use of Feedback for Business
               Giving Feedback: A Manager's Guide
Creativity and Innovation in the Workplace
               The Foundations of Creativity and Innovation
Taking Control of Your Workday
               Analyze Your Use of Time
               Set Goals and Prioritize Your Use of Time
               Major Time Management Challenges
Achieving Balance in Your Professional and Personal Life
               Managing Time
               Coping with Stress
Overcoming Overload - Managing Memory and Time
               Time as a Resource
               Eliminate the Time Wasters
               Organize to Remember
               Create Your Time and Memory Management Program
Creativity and Innovation
               The Creative Process at Work
Problem Solving and Decision Making
               Problem Solving: Foundations
               Problem Solving for Common Business Challenges
               Decision-making Fundamentals
Problem-solving and Decision-making for Business
               Foundations of Effective Thinking
               Framing the Problem
               Generating Alternatives in Problem Solving
               Problem Solving and Decision Making in Groups
Dealing with Organizational Change
               Communicating during Organizational Change
Working without a Net - The Business of Risk
               Strategic Planning and Risk Management
Professional Project Management - (non-certification)
               Defining Projects
               Essential Project Management Tools
               Computer-assisted Project Planning
               Building the Project Team
               Leading the Successful Project Team
               Completing the Project
Professional Project Management Fundamentals (PMBOK-aligned)
               Project Management Context and Processes
               Project Integration, Scope, and Time Management
               Project Cost and Quality Management
Advanced Project Management - Project Time Management (PMBOK-aligned)
               Project Activity Planning
Advanced Project Management - Project Cost (PMBOK-aligned)
               Project Resource Planning
               Project Cost Estimating and Budgeting
Advanced Project Management - Project HR Management (PMBOK-aligned)
               Project Organizational Planning
Advanced Project Management - Project Risk Management (PMBOK-aligned)
               Project Risk Identification
               Project Risk Quantification
               Project Risk Response Development and Control
Advanced Project Management - Project Procurement Management (PMBOK-aligned)
               Project Solicitation
9 Traits of Highly Successful Work Teams
               Establishing a Shared Purpose
How to Lead a Team
               Team Facilitation and Decision-Making
               Team Leadership
Participating in a Project Team
               The Self-directed Project Team Member
               Project Team Communication Skills
               Team-building Is an Inside Job
               Troubleshooting for Project Teams
Cultivating a High-performance Project Team
               Building a High-performance Team
               Harnessing Collective Knowledge
               Maintaining Project Team Peak Performance
Participating in Teams
               Effectively Communicating in Teams
               The Individual's Role in a Team
Managing and Leading the Virtual Team
               Collaboration in Virtual Teams
               Virtual Project Management
Territorial Account Sales Skills
               The Territorial Account Sales Approach
               Understanding Your Target Customer's Business
               Effectively Using Customer-focused Research Meetings
               Gaining Access to Key Personnel at Your Target
               Accounts
Strategic Account Sales Skills
               Understanding Your Customer
Sales: A Focus on Solutions
               Moving from Product Selling to Solution Selling
               Power Prospecting
               Influencing Your Customer's Decision
               Presenting Your Solution
Sales Team Management
               Building a Winning Sales Team
The Sales Wheel of Success - Advanced Selling Series
               Sales Motivation
               Developing Your Full Sales Potential
Selling at the Executive Level
               Prepare for Success
               Strategic Planning
               Progressing through the Complex Sale
               Presenting Your Proposition
               Negotiating to Mutual Benefit
SalesUniversity Sales Manufacturing: A Success Model
               Sales Manufacturing (TM): Identifying Sales Opportunities
Sales Team Management
               Fundamentals of Exceptional Customer Service
               The Voice of the Customer
               Advancing Your Service Expertise
               Customers, Conflict and Confrontation
               Overcoming Challenging Service Situations
               Instilling Service Excellence: the EXCEL Acronym
               Service Stars and Service Teams
Frontline Call Center Skills
               Call Center Customer Service
Measuring Customer Satisfaction
               Discovering What Your Customers Want
               Customer Satisfaction: Analysis and Implementation
Internal Customer Service
               Excellence in Internal Customer Service
               Working with Internal Customers
Managing A Customer-Focused Department
               Leading a Customer-focused Team
Managing a Customer Service-Oriented Culture
               Establishing Your Team's Desired Performance
               Coaching in a Service Oriented Culture
               Improving the Process of Service Delivery
               Navigating the Change Process Successfully
                                                                178
                    Latin American Spanish                    Course #   Status

Crear un Sistema de Gestión de la Calidad                     OPER1402
Una dirección orientada a la calidad                          OPER1403

La satisfacción del cliente mediante la gestión de recursos   OPER1404
Mejora continua de la calidad                                 OPER1406

Presentando el caso                                           STGY1216

Gestión estratégica - Planificación                           STGY1301
Gestión estratégica - Análisis y elección                     STGY1302
Gestión estratégica - Implementación empresarial              STGY1303

Pronóstico de tecnología                                      STGY1311

Gestión de negocios y estrategia                              STGY1321

Los fundamentos del e-Business                                EBUS1101
Enfoques del e-Business                                       EBUS1102
Oportunidades de e-business                                   EBUS1103

Elementos de la estrategia de marketing                       MKT1201
Análisis del mercado                                          MKT1202
Factores competitivos en el marketing estratégico             MKT1203
Elaborar un plan de marketing: fase 1                         MKT1204
Elaborar un plan de marketing: la estrategia creativa         MKT1205
Diseñar una campaña de marketing                              MKT1206

La gestión de efectivo                                         FIN1143
Estados y análisis financieros                                 FIN1144
Fuentes de financiamiento                                      FIN1145

Planificación y Análisis de los Recursos Humanos               HR1101
Crear el clima adecuado para lograr el rendimiento deseado     HR1104

Preparación de la entrevista basada en el comportamiento       HR1213
Realización de entrevistas basadas en el comportamiento        HR1214

El potencial del autoaprendizaje                              KNOW1203
Benchmarking para lograr mejores prácticas                    KNOW1116

Competencias para futuros gerentes                            MGMT1111
Herramientas de desarrollo para futuros gerentes              MGMT1112
El gerente como instructor y asesor                           MGMT1113
El gerente como defensor del proyecto                         MGMT1114
Fundamentos sobre la responsabilidad del gerente              MGMT1115
Aprendizaje continuo para el futuro gerente                   MGMT1116

Motivar a los empleados y reconocer su trabajo                MGMT1133
Diseño de evaluaciones eficaces basadas en el rendimiento        MGMT1142
Evaluación basada en el rendimiento: la visión del empleado      MGMT1144
Evaluación de un equipo orientado al rendimiento                 MGMT1145

Incorporar el cambio en la empresa                               MGMT1183

Fundamentos de la instrucción                                    MGMT1242
Funciones del instructor                                         MGMT1243
Guía de rendimiento del directivo: técnicas de coaching          MGMT1246

Principios básicos de la facilitación: técnicas y herramientas   MGMT1232
Facilitación de reuniones y grupos de trabajo                    MGMT1233
La facilitación en situaciones conflictivas                      MGMT1234

Labor eficaz de mentor                                           MGMT1251
El directivo como mentor                                         MGMT1252

Fundamentos de la delegación                                     MGMT1261
El enfoque personal en la delegación                             MGMT1262

Adaptarse a los cambios                                          MGMT1322

El liderazgo en tiempos de cambio                                MGMT1331

Evaluación del desempeño                                         MGMT1342

Liderazgo y cultura organizacional                               LEAD1122
Dinamizar y delegar poder                                        LEAD1123
El liderazgo y el trabajador del conocimiento                    LEAD1124
Liderar el cambio desde primera línea                            LEAD1125
La dinámica del liderazgo                                        LEAD1126

La marca de un líder                                             LEAD1221
Comunicación de una visión compartida                            LEAD1222
El líder con recursos                                            LEAD1223
Supresión de las barreras al rendimiento                         LEAD1224
La comunicación en un líder                                      LEAD1225
Instrucción para el rendimiento                                  LEAD1226
Cómo liderar en el cambio                                        LEAD1227
El líder como modelo                                             LEAD1228

Habilidades comunicativas para la resolución de conflictos       COMM1006

Comunicarse para desarrollar relaciones                          COMM1101
Comunicarse para mejorar la comprensión                          COMM1102
Saber escuchar, influir y enfrentarse a situaciones delicadas    COMM1103
Mejorar la comunicación con su equipo                            COMM1104

Dinámica de la comunicación interpersonal                        COMM1111
Herramientas de comunicación                                     COMM1112
Las diversas facetas de la comunicación                          COMM1113
El lado interpersonal del conflicto                              COMM1114
Habilidades interpersonales para los negocios           COMM1115
Desarrollo de capacidades interpersonales en su staff   COMM1116

¿Qué es la inteligencia emocional?                      COMM1141
Inteligencia emocional en el trabajo                    COMM1142
Trabajo en equipo e inteligencia emocional              COMM1143

Los fundamentos de la escucha                           COMM1151

Personas difíciles en el lugar de trabajo               COMM1161

Adopte un estilo profesional asertivo                   COMM1171

Estudio de las nuevas bases de escritura comercial      COMM1221
Escritura de reportes y propuestas de impacto           COMM1222

Planear tu presentación                                 COMM1311

Presentar con seguridad e impacto                       COMM1313

Los fundamentos de las presentaciones                   COMM1321
Exposición de presentaciones eficaces                   COMM1324

Cómo dirigir reuniones eficaces en la empresa           COMM1332

Cerrar un trato                                         COMM1501
El proceso de negociación                               COMM1503

Construir relaciones para obtener resultados            COMM1511

Dar Feedback: una guía para directivos                  COMM1525

Los fundamentos de la creatividad y la innovación        PD1031

Analizar el uso que haces del tiempo                     PD1101
Objetivos y prioridades en la gestión del tiempo         PD1102
Retos principales en la gestión del tiempo               PD1103

Gestión del tiempo                                       PD1113
Combatir el estrés                                       PD1114

El tiempo como recurso                                   PD1121
Eliminar los factores que hacen perder el tiempo         PD1122
Organizarse para recordar                                PD1123
Programa para administrar el tiempo y la memoria         PD1124

El proceso creativo en el trabajo                        PD1201

Solución de problemas: Fundamentos                       PD1211
Resolver problemas para desafíos de las empresas         PD1212
Principios básicos de la toma de decisiones              PD1213
             Fundamentos del pensamiento eficaz                           PD1231
             Contextualizar el problema                                   PD1232
             Idear alternativas para solucionar los problemas             PD1233
             Resolución de problemas y toma de decisiones en grupo        PD1236

             Comunicación durante el cambio organizacional                PD1193

             Planificación estratégica y gestión de riesgos               PD1244

             Definir los proyectos                                       PROJ1101
             Herramientas fundamentales de la gestión de proyectos       PROJ1102
             Planificación del proyecto asistida por computadora         PROJ1103
             Crear el equipo de proyectos                                PROJ1104
             Dirigir el equipo de proyectos exitoso                      PROJ1105
             Terminar el proyecto                                        PROJ1106

           Contexto y procesos de la gestión de proyectos                PROJ1111
           Gestión de integración, alcance y tiempo del proyecto         PROJ1112
           Gestión de calidad y costos en un proyecto                    PROJ1113
ent (PMBOK-aligned)
           Planificación de las actividades de un proyecto               PROJ1241

           Planificación de los recursos del proyecto                    PROJ1251
           Estimación de costos y presupuestación del proyecto           PROJ1252
t (PMBOK-aligned)
           Planificación organizacional de proyectos                     PROJ1271
 nt (PMBOK-aligned)
           Identificación de los riesgos del proyecto                    PROJ1291
           Cuantificación de los riesgos del proyecto                    PROJ1292
           Desarrollo y control de medidas contra riesgos del proyecto   PROJ1293
anagement (PMBOK-aligned)
           Solicitud de ofertas en la gestión de proyectos               PROJ1302

             Afrontar y resolver conflictos                              TEAM1106

             El líder como facilitador                                   TEAM1112
             Liderar un equipo                                           TEAM1114


             Habilidades de comunicación del equipo de proyecto          TEAM1132
             La formación de equipos es un trabajo interno               TEAM1133
             Resolución de problemas en equipos de proyectos             TEAM1134

             Formar un equipo de alto rendimiento                        TEAM1141
             Aprovechar el conocimiento colectivo                        TEAM1142
             Mantener el máximo rendimiento del equipo de proyecto       TEAM1145

             Comunicación efectiva en los equipos                        TEAM1172
             La función del individuo en el equipo                       TEAM1173

             Colaboración en equipos virtuales                           TEAM1223
             Gestión de un proyecto virtual                              TEAM1224
El método de ventas de cuentas territoriales                        SALE1111
Comprender la empresa de su cliente objetivo                        SALE1112
                                                                    SALE1113
Usar eficazmente las reuniones de investigación centradas en el cliente

Adquirir acceso al personal clave en sus cuentas objetivo        SALE1114      New

Comprender a su cliente                                          SALE1132

El paso de vender productos a vender soluciones                  SALE1141
Prospección de clientes                                          SALE1142
Cómo influir en la decisión de su cliente                        SALE1144
Presentación de su solución                                      SALE1145

Construir un equipo de ventas ganador                            SALE1151      New

Motivación para las ventas                                       SALE1211
Desarrollo de todo su potencial de ventas                        SALE1212

Prepararse para el éxito                                         SALE1221
Planificación estratégica                                        SALE1222
Avanzar en una venta compleja                                    SALE1223
Presentar su propuesta                                           SALE1224
Negociar en beneficio mutuo                                      SALE1225

Fabricación de Ventas: identificar las oportunidades de ventas   SALE1421      New

Los fundamentos de una atención excepcional al cliente           CUST1102
La voz del cliente                                               CUST1103
Avances en su pericia para atender                               CUST1104
Clientes, conflictos y enfrentamientos                           CUST1105
Superación de situaciones difíciles en la atención al cliente    CUST1106
Instilar excelencia en el servicio: el acrónimo EXCEL            CUST1107
Estrellas del servicio y equipos de servicio                     CUST1108

Servicios al cliente en un centro de llamadas                    CUST1113

Qué quiere el cliente                                            CUST1131
Satisfacción del cliente: del análisis a la puesta en práctica   CUST1133

Excelencia en el servicio al cliente interno                     CUST1141
Trabajar con clientes internos                                   CUST1142

Dirigir un equipo centrado en el cliente                         CUST1174

Establecer el desempeño deseado para tu equipo                   CUST1201
Entrenarse en una cultura orientada al servicio                  CUST1202
Mejorar el proceso de entrega de servicio                        CUST1205
Navegar con éxito por el proceso de cambio                       CUST1206
Return to Global Overview
    Series                                Course Title
Strategic Management
                Strategic Management - Planning
                Strategic Management - Analysis and Choice
                Strategic Management - Corporate Implementation
The Fundamentals of Globalization
                Globalization and Our Changing World
                Globalization and Your Company
                The Process of Globalizing a Product or Service
e-Business Foundations
                The Fundamentals of e-Business
                Approaches to e-Business
                e-Business Opportunities
                e-Business Solutions
e-Business for Customer Relationship Management
                Introduction to Customer Relationship Management
Strategic Marketing in Action
                Elements of Marketing Strategy
                Analyzing the Market
                Competitive Factors in Strategic Marketing
                Writing a Marketing Plan: Phase 1
                Writing the Marketing Plan: Creative Strategy
                Creating a Marketing Campaign
Online Branding Strategy
                Introduction to Online Branding
                The Online Branding Environment
                Strategies for Building an Online Brand
Human Resources Management Essentials
                The Climate for Performance
Managing Diversity and Inclusiveness
                Organizational Inclusion
The 21st Century Learning Curve
                The Potential of Self-directed Learning
                Implementing and Evaluating Self-directed Learning
                Benchmarking for Best Practices
Essential Skills for Tomorrow's Managers
                Competencies for Tomorrow's Managers
                Development Tools for Tomorrow's Managers
                The Manager as Coach and Counselor
                The Manager as Project Champion
                A Manager's Primer for Ensuring Accountability
How to Discipline Employees & Correct Performance Problems
                Motivate and Recognize Employees
Management Excellence: Performance-Based Appraisals
                Designing Successful Performance-based Appraisals
                Performance-based Appraisal: An Employee View
                Appraising the Performance-oriented Team
Managing Problem Performance
                Identifying Problem Performance
Supporting Employees through the Change Process
                Managing Through the Change
               Incorporating Change in Your Organization
The Consummate Coach
               Foundations of Coaching
               The Coach's Roles
               Manager's Performance Guide - Coaching Skills
The Successful Facilitator
               Facilitative Fundamentals: Techniques and Tools
               Facilitating Work Groups and Meetings
               Facilitating Challenging Situations
Mentoring Essentials
               The Mentoring Manager
Delegation Skills
               Delegation Basics
               The Personal Approach in Delegation
Coach with Confidence
               Coaching Skills
Making Change Work
               Guide Yourself Through Change
Managing Others through Change
               Change Leadership
Performance Appraisal
               Reviewing Performance
Leading from the Front Line
               Organizational Culture and Leadership
               Energizing and Empowering Employees
               Leadership and the Knowledge Worker
               Leading Change from the Front Line
               Dynamics of Leadership
Going from Management to Leadership
               The Mark of a Leader
               Communicating a Shared Vision
               The Enabling Leader
               Removing Performance Barriers
               Communicating as a Leader
               Coaching for Performance
               Leading through Change
Business Writing Essentials
               Writing with Intention
Interpersonal Communication Skills
               Communicating to Increase Understanding
               Listening, Influencing and Handling Tough Situations
               Communicating Better with Your Team
Mastering Interpersonal Communication
               Dynamics of Interpersonal Communication
               Communication Tools
               The Many Faces of Communication
               The Interpersonal Side of Conflict
               Interpersonal Business Savvy
               Developing Interpersonal Skills in Your People
Emotional Intelligence in the Workplace
               What Is Emotional Intelligence?
               Emotional Intelligence at Work
                Teamwork and Emotional Intelligence
Assertive Communication
                Professional Assertiveness
Writing to Maximize Business Results
                Producing Letters that Drive Your Business
Powerful Presentation Skills
                Presenting with Confidence and Impact
Effective Business Meetings
                Leading Effective Business Meetings
Negotiating to Win: Getting the Results You Want
                Crafting a Deal
                The Negotiation Process
                Getting Results through Communication
Effective Use of Feedback for Business
                Giving Feedback: A Manager's Guide
Creativity and Innovation in the Workplace
                Generating Creative and Innovative Ideas
                Evaluating Creative and Innovative Ideas
                Implementing Creative and Innovative Ideas
Taking Control of Your Workday
                Analyze Your Use of Time
                Set Goals and Prioritize Your Use of Time
                Major Time Management Challenges
Achieving Balance in Your Professional and Personal Life
                Managing Time
                Coping with Stress
Overcoming Overload - Managing Memory and Time
                Time as a Resource
Dealing with Organizational Change
                Communicating during Organizational Change
Creativity and Innovation
                The Creative Process at Work
                Brainstorming and Promoting Creative Thinking
Problem Solving and Decision Making
                Problem Solving: Foundations
                Problem Solving for Common Business Challenges
                Decision-making Fundamentals
Problem-solving and Decision-making for Business
                Foundations of Effective Thinking
                Framing the Problem
                Generating Alternatives in Problem Solving
                Problem Solving and Decision Making in Groups
Working without a Net - The Business of Risk
                Strategic Planning and Risk Management
Professional Project Management - (non-certification)
                Defining Projects
                Essential Project Management Tools
                Computer-assisted Project Planning
                Building the Project Team
                Leading the Successful Project Team
                Completing the Project
Professional Project Management Fundamentals (PMBOK-aligned)
                Project Management Context and Processes
                Project Integration, Scope, and Time Management
                Project Cost and Quality Management
Advanced Project Management - Project Time Management (PMBOK-aligned)
                Project Activity Planning
Advanced Project Management - Project Cost (PMBOK-aligned)
                Project Resource Planning
                Project Cost Estimating and Budgeting
Advanced Project Management - Project HR Management (PMBOK-aligned)
                Project Organizational Planning
Advanced Project Management - Project Risk Management (PMBOK-aligned)
                Project Risk Identification
                Project Risk Quantification
                Project Risk Response Development and Control
Advanced Project Management - Project Procurement Management (PMBOK-aligned)
                Project Solicitation
9 Traits of Highly Successful Work Teams
                Confronting and Resolving Conflict
How to Lead a Team
                Team Facilitation and Decision-Making
                Team Leadership
Participating in a Project Team
                Project Team Communication Skills
                Team-building Is an Inside Job
                Troubleshooting for Project Teams
Cultivating a High-performance Project Team
                Building a High-performance Team
                Harnessing Collective Knowledge
                Maintaining Project Team Peak Performance
Participating in Teams
                Effective Team-building Straegies
Territorial Account Sales Skills
                The Territorial Account Sales Approach
                Understanding Your Target Customer's Business
                Effectively Using Customer-focused Research Meetings
Strategic Account Sales Skills
                Understanding Your Customer
Sales: A Focus on Solutions
                Moving from Product Selling to Solution Selling
                Power Prospecting
                Influencing Your Customer's Decision
The Sales Wheel of Success - Advanced Selling Series
                Sales Motivation
                Developing Your Full Sales Potential
Selling at the Executive Level
                Prepare for Success
                Strategic Planning
                Progressing through the Complex Sale
                Presenting Your Proposition
                Negotiating to Mutual Benefit
SalesUniversity Sales Manufacturing: A Success Model
                Sales Manufacturing (TM): Identifying Sales Opportunities
How to Excel at Customer Service
              Fundamentals of Exceptional Customer Service
              The Voice of the Customer
              Overcoming Challenging Service Situations
Measuring Customer Satisfaction
              Discovering What Your Customers Want
              Developing Customer Satisfaction Surveys
              Customer Satisfaction: Analysis and Implementation
Internal Customer Service
              Working with Internal Customers
Managing A Customer-Focused Department
              Leading a Customer-focused Team
Workplace Issue Fundamentals
              Business Ethics [HR0113]
                                                                 153
                        European Spanish                       Course #   Status

Dirección estratégica - Planificación                         STGY2301
Dirección estratégica - Análisis y elección                   STGY2302
Dirección estratégica - Implantación empresarial              STGY2303

La globalización en un mundo cambiante                        STGY2351
La globalización y su compañía                                STGY2352
El proceso de globalización de un producto o servicio         STGY2353

Los principios básicos del e-business                         EBUS2101
Estrategias de e-business                                     EBUS2102
Oportunidades de e-business                                   EBUS2103
Soluciones e-business                                         EBUS2106

Introducción a la gestión de relaciones con el cliente        EBUS2111

Elementos de la estrategia de marketing                        MKT2201
Análisis del mercado                                           MKT2202
Factores competitivos en el marketing estratégico              MKT2203
Elaborar un plan de marketing: fase 1                          MKT2204
Elaborar un plan de marketing: la estrategia creativa          MKT2205
Diseñar una campaña de marketing                               MKT2206

Introducción a las estrategias de marca on line                MKT2221
El marketing on line                                           MKT2222
Estrategias para la creación de una marca on line              MKT2223

Crear el clima adecuado para lograr el rendimiento deseado     HR2104

Integración en la empresa                                      HR2143

El potencial del autoaprendizaje                              KNOW2113
Implantación y evaluación del autoaprendizaje                 KNOW2114
Benchmarking para lograr mejores prácticas                    KNOW2116

Competencias de los directivos del mañana                     MGMT2111
Habilidades directivas para los líderes del mañana            MGMT2112
El directivo como coach y asesor                              MGMT2113
El gestor como jefe de proyecto                               MGMT2114
Manual del directivo para garantizar la responsabilidad       MGMT2115

Motivar a los empleados y reconocer su trabajo                MGMT2133

Diseño de evaluaciones eficaces basadas en el rendimiento     MGMT2142
Evaluación basada en el rendimiento: la visión del empleado   MGMT2144
Evaluación de un equipo orientado al rendimiento              MGMT2145

Identificación de problemas de rendimiento                    MGMT2162

Adaptación a los cambios                                      MGMT2182
Incorporar el cambio en la empresa                               MGMT2183

Principios básicos del coaching                                  MGMT2242
Los distintos papeles del coach                                  MGMT2243
Guía de rendimiento del directivo: técnicas de coaching          MGMT2246

Principios básicos de la facilitación: técnicas y herramientas   MGMT2232
Facilitación de reuniones y grupos de trabajo                    MGMT2233
La facilitación en situaciones conflictivas                      MGMT2234

El directivo como mentor                                         MGMT2252

Fundamentos de la delegación                                     MGMT2261
El enfoque personal en la delegación                             MGMT2262

Habilidades de los formadores                                    MGMT2284

Adaptarse a los cambios                                          MGMT2322

El liderazgo en tiempos de cambio                                MGMT2331

Evaluación del rendimiento                                       MGMT2342

Liderazgo y cultura organizacional                               LEAD2122
Dinamizar y delegar poder                                        LEAD2123
El liderazgo y el trabajador del conocimiento                    LEAD2124
Liderar el cambio desde primera línea                            LEAD2125
La dinámica del liderazgo                                        LEAD2126

La marca del líder                                               LEAD2221
Compartir una visión de futuro                                   LEAD2222
El líder como impulsor                                           LEAD2223
Comunicarse como un líder                                        LEAD2225
Coaching para mejorar el rendimiento                             LEAD2226
Liderar el cambio                                                LEAD2227
El líder como modelo                                             LEAD2228

Escribir con una finalidad                                       COMM2011

Comunicarse para mejorar el entendimiento                        COMM2102
Saber escuchar, influir y enfrentarse a situaciones delicadas    COMM2103
Mejorar la comunicación con su equipo                            COMM2104

Dinámica de la comunicación interpersonal                        COMM2111
Herramientas de comunicación                                     COMM2112
Las mil caras de la comunicación                                 COMM2113
El lado interpersonal del conflicto                              COMM2114
Habilidades interpersonales para los negocios                    COMM2115
Mejore las habilidades interpersonales de su equipo              COMM2116

¿Qué es la inteligencia emocional?                               COMM2141
Inteligencia emocional en el trabajo                             COMM2142
Trabajo en equipo e inteligencia emocional                     COMM2143

Adopte un estilo profesional asertivo                          COMM2171

El correo electrónico y la comunicación en la empresa          COMM2233

Aumente el impacto de sus presentaciones y gane seguridad      COMM2313

Cómo dirigir reuniones eficaces en la empresa                  COMM2332

Cerrar un trato                                                COMM2501
El proceso de negociación                                      COMM2503
Obtención de resultados gracias a la comunicación              COMM2515

Cómo proporcionar retroalimentación: Manual para el superior   COMM2525

Producción de ideas creativas e innovadoras                     PD2032
Evaluación de ideas creativas e innovadoras                     PD2033
Aplicación de ideas creativas e innovadoras                     PD2034

Analice cómo emplea su tiempo                                   PD2101
Objetivos y prioridades en la gestión del tiempo                PD2102
Retos principales en la gestión del tiempo                      PD2103

Gestión del tiempo                                              PD2113
Combatir el estrés                                              PD2114

El tiempo: un recurso muy valioso                               PD2121

Comunicación durante el cambio organizacional                   PD2193

El proceso creativo en el trabajo                               PD2201
El brainstorming y el pensamiento creativo                      PD2202

Principios básicos de la resolución de problemas                PD2211

Principios básicos de la toma de decisiones                     PD2213

Fundamentos del pensamiento eficaz                              PD2231
Contextualizar el problema                                      PD2232
Idear alternativas para solucionar los problemas                PD2233
Resolución de problemas y toma de decisiones en grupo           PD2236

Planificación estratégica y gestión de riesgos                  PD2244

Definición del proyecto                                        PROJ2101
Herramientas fundamentales de la gestión de proyectos          PROJ2102
Planificación de proyectos asistida por ordenador              PROJ2103
Formación del equipo de proyecto                               PROJ2104
Conducir a un equipo de proyecto hacia el éxito                PROJ2105
Completar un proyecto                                          PROJ2106
          Contexto y procesos de la gestión de proyectos                         PROJ2111
          La integración, el alcance y el tiempo de los proyectos                PROJ2112
          Gestión de calidad y costes en un proyecto                             PROJ2113
PMBOK-aligned)
          Planificación de las actividades de un proyecto                        PROJ2241

           Planificación de los recursos del proyecto                            PROJ2251
           Estimación de costes y presupuestación del proyecto                   PROJ2252
MBOK-aligned)
           Planificación organizacional de proyectos                             PROJ2271
PMBOK-aligned)
           Identificación de los riesgos del proyecto                            PROJ2291
           Cuantificación de los riesgos del proyecto                            PROJ2292
           Desarrollo y control de medidas contra riesgos del proyecto           PROJ2293
 ement (PMBOK-aligned)
           Solicitud de ofertas en la gestión de proyectos                       PROJ2302

             Afrontar y resolver conflictos                                      TEAM2106

             El líder como facilitador                                           TEAM2112
             Liderar un equipo                                                   TEAM2114

             Habilidades de comunicación del equipo de proyecto                  TEAM2132
             La formación de equipos es un trabajo interno                       TEAM2133
             Resolución de problemas en equipos de proyectos                     TEAM2134

             Formación de un equipo de alto rendimiento                          TEAM2141
             Aprovechar el conocimiento colectivo                                TEAM2142
             Mantener el máximo rendimiento del equipo de proyecto               TEAM2145

             Estrategias para la formación de equipos                            TEAM2171

             El método de ventas de cuentas territoriales                          SALE2111
             Comprender la empresa de su cliente objetivo                          SALE2112
                                                                                   S
             Usar eficazmente las reuniones de investigación centradas en el cliente ALE2113

             Comprender a su cliente                                             SALE2132

             De la venta de productos a la venta de soluciones                    SALE2141
             Prospección de clientes                                              SALE2142
             Cómo influir en la decisión de su cliente                            SALE2144

             Motivación para las ventas                                           SALE2211
             Desarrollo de todo su potencial de ventas                            SALE2212

             Preparación para el éxito                                            SALE2221
             Planificación estratégica                                           SALE2222
             Avanzar en una venta compleja                                       SALE2223
             Presentación de su propuesta                                         SALE2224
             Negociar en beneficio mutuo                                          SALE2225

             Fabricación de ventas: identificar las oportunidades comerciales    SALE2421
Principios básicos de una atención al cliente excepcional        CUST2102
La voz de su cliente                                             CUST2103
Superar situaciones delicadas en la atención al cliente          CUST2106

Qué quiere el cliente                                            CUST2131
Cómo diseñar encuestas de satisfacción del cliente               CUST2132
Satisfacción del cliente: del análisis a la puesta en práctica   CUST2133

Trabajar con clientes internos                                   CUST2142

Dirigir a un equipo orientado al cliente                         CUST2174

Ética empresarial                                                 HR2113    New
Return to Global Overview
      Series                         Course Title
Taking Control of Your Workday
                   Analyze Your Use of Time
                   Set Goals and Prioritize Your Use of Time
How to Excel at Customer Service
                   Fundamentals of Exceptional Customer Service
Customer Relationship Management
                   The Customer-driven Organization
Managing a Customer Service-Oriented Culture
                   Customer Service Strategy
                                                   5
                        Greek
Αναλύςτε τη Χρήςη του Χρόνου Σασ                Course #   Status
Η Δημιουργική Διαδικαςία Στην Εργαςία
                                                 PDH101
Θεμελιώδεισ Αρχέσ Άρτιασ Εξυπηρέτηςησ Πελατών    PDH201

Η Πελατοκεντρική Εταιρεία                       CUSTH102

Στρατηγική Εξυπηρέτηςησ Πελατών                 CUSTH121

                                                CUSTH204
Return to Global Overview
     Series                                 Course Title
Advanced Skills for Administrative Support Professionals
                 e-Learning
Business Finance for Managers
                 Introduction to Finance
Six Sigma Foundations
                 Six Sigma Introduction
Six Sigma Team Implementation
                 Six Sigma: Reducing Variation to Improve Quality
                 Six Sigma: Listening to the Voice of the Customer
                 Six Sigma DMAIC: Defining the Problem
                 Six Sigma DMAIC: Measuring the Process
                 Six Sigma DMAIC: Analyzing the Process
                 Six Sigma DMAIC: Improving the Process
                 Six Sigma DMAIC: Controlling the Improved Process
                 Six Sigma DMAIC: Analyzing the Data
Product Management Essentials
                 Introduction to Product Management
                 Developing a New-product Strategy
Delegation Skills
                 The Personal Approach in Delegation
Coach with Confidence
                 Mindsets, Emotions, and Coaching
Managing Others through Change
                 Communicating and Reinforcing Change
Business Execution
                 Business Execution in Action
Meeting the Presentation Challenge
                 Presentation as a Management Tool
Effective Business Meetings
                 Planning Effective Business Meetings
Negotiating to Win: Getting the Results You Want
                 Crafting a Deal
                 The Negotiation Process
                 The Dynamics of Interaction
                 When the Going Gets Tough
Working More Effectively - Taking Control of Your Time
                 You and Your Time
Problem-solving and Decision-making for Business
                 Foundations of Effective Thinking
                 Implementing and Evaluating a Decision
Advanced Project Management - Project Integration Management (PMBOK-aligned)
                 Project Plan Development
                 Project Plan Execution and Overall Change Control
Project Management Essentials - (PMBOK® Guide - Third Edition-aligned)
                 An Introduction to Project Management
                 Project Lifecycles and Stakeholders
                 Introduction to Project Process Groups and Initiating a Project
                 Project Planning
                 Executing, Monitoring & Controlling, and Closing a Project
Strategic Account Sales Skills
                 The Strategic Account Sales Approach
                 Understanding Your Customer
                 Working with Your Customer's Key Players
Sales: A Focus on Solutions
                 Finding the Pain You Can Cure
                 Presenting Your Solution
                 Building Relationships for Continuing Success
How to Excel at Customer Service
                 The Voice of the Customer
Frontline Call Center Skills
                 Call Center Telephone Sales
                                                                        41
                                      Polish                          Course #   Status

            e-Learning                                                ABCD111

            Wprowadzenie do finansów                                   FIND141

            Wprowadzenie do Six Sigma        ś                        OPERD131
                                                                      ś          New
                        ł         ł
                                                                        ci
            Six Sigma: Zmniejszanie zmienno ci w celu podnoszenia jakoOPERD141   New
            Six Sigma: S uchanie g osu klienta                        OPERD142   New
            Model DMAIC metodologii Six Sigma: Definiowanie problemuOPERD143     New
            Model DMAIC metodologii Six Sigma: Pomiar procesu         OPERD144   New
            Model DMAIC metodologii Six Sigma: Analiza procesu        OPERD146   New
            Model DMAIC metodologii Six Sigma: Poprawa procesu        OPERD147   New
                                                                      procesu
            Model DMAIC metodologii Six Sigma: Kontrola poprawionegoOPERD148     New
            Model DMAIC metodologii Six Sigma: Analiza danych
                                  ą                                   OPERD145   New

            Wprowadzenie do zarz dzania produktem                     MKTD241
            Opracowywanie strategii nowego produktu
                        ś                                             MKTD242

            Osobiste podej cie w delegowaniu                          MGMTD262

            Nastawienia, emocje i coaching                            MGMTD285

            Komunikacja i wprowadzanie zmian
                    ść                                                MGMTD332

            Skuteczno    w biznesie - praktyka
                                 ę          ą                         LEADD153   New

            Prezentacja jako narz dzie zarz ńdzania                   COMMD326

            Planowanie skutecznych spotka biznesowych                 COMMD331

            Zawieranie transakcji                                     COMMD501
            Proces negocjacji                              ś          COMMD503
            Dynamika interakcji                                       COMMD504
            Kiedy prowadzenie negocjacji napotyka na trudno ci        COMMD506

            Ty i twój czas            ś                                PDD151
                ż
          Podstawy skutecznego my lenia                                PDD231
          Wdra anie i ocena decyzji                                    PDD235
(PMBOK-aligned)                         ł ś
          Przygotowanie planu projektu                                PROJD221
          Realizacja planu projektu i ca o ciowa kontrola zmian
              ę         ą                                             PROJD222
                ż
            Wst p do zarz dzania projektami                           PROJD511
            Cykl ycia projektu i jego interesariusze                  PROJD512
            Wprowadzenie do Grup projektów i rozpoczynanie projektu
                                           ę                          PROJD513
            Planowanie projektu                                       PROJD514
            Wykonanie, Kontrola i Zamkni cie projektu                 PROJD515
            ł
            ć
Metoda wspó pracy z klientem strategicznym
      ł                                                SALED131
Jak zrozumie klienta?                                  SALED132   New
Wspó praca z kluczowymi pracownikami Twojego klienta
                                           ć           SALED134   New
                   ą ń
Odkrywanie potrzeb, które potrafisz zaspokoi
           ł        ł        ł                         SALED143
Prezentowanie rozwi za                                 SALED145
Budowanie d ugotrwa ej wspó pracy z klientem
 ł                                                     SALED146

G os klienta                                           CUSTD103

Telemarketing                                          CUSTD114
Return to Global Overview
   Series                               Course Title
Business Writing Essentials
             Writing with Intention
Interpersonal Communication Skills
             Communicating to Increase Understanding
Mastering Interpersonal Communication
             The Interpersonal Side of Conflict
             Interpersonal Business Savvy
             Developing Interpersonal Skills in Your People
Emotional Intelligence in the Workplace
             Teamwork and Emotional Intelligence
Assertive Communication
             Professional Assertiveness
Email Essentials
             E-mail and Organizational Communication
Effective Use of Feedback for Business
             Giving Feedback: A Manager's Guide
How to Excel at Customer Service
             The Voice of the Customer
Measuring Customer Satisfaction
             Discovering What Your Customers Want
             Developing Customer Satisfaction Surveys
             Customer Satisfaction: Analysis and Implementation
Essential Skills for Tomorrow's Managers
             The Manager as Coach and Counselor
             A Manager's Primer for Ensuring Accountability
How to Discipline Employees & Correct Performance Problems
             Motivate and Recognize Employees
Management Excellence: Performance-Based Appraisals
             Designing Successful Performance-based Appraisals
Managing Problem Performance
             Identifying Problem Performance
Supporting Employees through the Change Process
             Managing Through the Change
Coach with Confidence
             Coaching Skills
Making Change Work
             Guide Yourself Through Change
Performance Appraisal
             Reviewing Performance
Going from Management to Leadership
             Coaching for Performance
Participating in Teams
             Effectively Communicating in Teams
Human Resources Management Essentials
             The Climate for Performance
Managing Diversity and Inclusiveness
             Organizational Inclusion
The 21st Century Learning Curve
             The Potential of Self-directed Learning
             Implementing and Evaluating Self-directed Learning
e-Business for Customer Relationship Management
             Introduction to Customer Relationship Management
Creativity and Innovation in the Workplace
             Generating Creative and Innovative Ideas
             Evaluating Creative and Innovative Ideas
Creativity and Innovation in the Workplace
             Brainstorming and Promoting Creative Thinking
Advanced Project Management - Project Time Management - PMBOK-aligned
             Project Activity Planning
Advanced Project Management - Project HR Management (PMBOK-aligned)
             Project Organizational Planning
Professional Project Management
             Defining Projects
             Essential Project Management Tools
             Computer-assisted Project Planning
Cultivating a High-performance Project Team
             Building a High-performance Team
             Maintaining Project Team Peak Performance
Participating in a Project Team
           Team-building Is an Inside Job
How to Excel at Customer Service
           Fundamentals of Exceptional Customer Service
                                                                    41
                     Brazillian Portuguese                        Course #       Status

Como Redigir com Objetividade                                    COMMC011

Comunicar para Melhorar o Entendimento                           COMMC102

O Lado Interpessoal dos Conflitos                                COMMC114
Habilidade Profissional Interpessoal                             COMMC115
Ampliar as Habilidades Interpessoais dos Funcionários            COMMC116

Trabalho de Equipe e Inteligência Emocional                      COMMC143

A Asserção Profissional                                          COMMC171

E-mail e Comunicação Empresarial                                 COMMC233

Um Guia do Gerente                                               COMMC525

A Voz do Cliente                                                  CUSTC103

Como Descobrir as Necessidades do Cliente                         CUSTC131
Como Desenvolver Pesquisas de Satisfação do Cliente               CUSTC132
                                                                  CUSTC133

O Gestor como Orientador e Conselheiro                          MGMTC113
                                                                MGMTC115          New
Manual Básico do Gerente para Garantir a Responsabilização/A Manager's Primer for Ensuring Accountability

Motive e Reconheça os seus Funcionários                          MGMTC133

Elaborar Avaliações Eficazes Baseadas em Desempenho              MGMTC142

Identificando Problemas de Desempenho                            MGMTC162

Gerenciando Mudanças                                             MGMTC182

Habilidades de Treinamento                                       MGMTC284

Guia Prático para Enfrentar as Mudanças                          MGMTC322

Analisando o Desempenho                                          MGMTC342

Orientando para o Desempenho/Coaching for Performance             LEADC146        New

Estratégias Eficazes de Integração de Equipes                     TEAMC171

O Clima para o Desempenho                                          HRC104

Inclusão Organizacional                                            HRC143

O Potencial da Educação a Distância                              KNOWC113
Como Implementar e Avaliar a Educação a Distância                KNOWC114
            O Gerenciamento da Relação com o Cliente                       EBUSC111

            Gerando Idéias Criativas e Inovadoras                           PDC032
            Avaliando Idéias Criativas e Inovadoras                         PDC033

           Brainstorming e Promoção do Pensamento Criativo                  PDC202
 PMBOK-aligned
           Planejamento das Atividades de um Projeto                       PROJC241
MBOK-aligned)
           Planejamento Organizacional de Projetos                         PROJC271

            Definição de Projeto                                           PROJC101
            Ferramentas Básicas do Gerenciamento de Projetos               PROJC102
            Planejamento de Projeto com a Ajuda do Computador              PROJC103

            Como Formar uma Equipe de Alto Desempenho                      TEAMC141
            Como Manter o Alto Desempenho na Equipe de um Projeto          TEAMC145

            Atividades de Integração de Equipe: Um Trabalho Interno        TEAMC133

            Pontos Fundamentais de um Excepcional Atendimento ao Cliente   CUSTC102
Return to Global Overview
   Series                              Course Title
Systems Thinking in the 21st Century
             What is Systems Thinking?
Interpersonal Communication Skills for Business
             Communication Skills for the Workplace
             Communicate for Results
             Communication Skills for Leadership
Emotional Intelligence in the Workplace
             What Is Emotional Intelligence?
Business Etiquette and Professionalism
             Everyday Business Etiquette
Effective Business Meetings
             Planning Effective Business Meetings
             Leading Effective Business Meetings
Effective Use of Feedback for Business
             An Essential Guide to Giving Feedback

              Giving Feedback: A Manager's Guide
Dealing with Conflict in the Workplace
              Handling Conflict with Others
Competitive Marketing Strategies
              Competitive Strategies for a Global Marketplace
Finance Fundamentals for non-Finance Professionals
              Principles of Financial Management
              Basics of Budgeting
              Managing Cash Flows
              Understanding Financial Statements
Effective Hiring and Interviewing Skills
              Effective Interviewing
Recruiting & Retention Strategies for the Tight Labor Market
              Recruiting Successfully
The 21st Century Learning Curve
              The Potential of Self-directed Learning
Moving into a Management Role
              Becoming a Manager
              A New Manager's Role in the Company's Future
Moving from Technical Professional to Management
              Strategies for Transitioning into Management
Supporting Employees through the Change Process
              Beginning the Change Process
              Managing Through the Change
              Incorporating Change in Your Organization
How to Overcome Negativity in the Workplace
              The Path from Pessimism to Optimism
              Proactive Approaches to Stop Negativity
Going from Management to Leadership
              The Enabling Leader
Project Management Essentials - (PMBOK® Guide - Third Edition-aligned)
              An Introduction to Project Management
              Project Lifecycles and Stakeholders
             Introduction to Project Process Groups and Initiating a Project
             Executing, Monitoring & Controlling, and Closing a Project
             Project Planning
Project Scope Management (PMBOK® Guide - Third Edition-aligned)
             Planning Project Scope
             Controlling Project Scope
Project Time Management (PMBOK® Guide - Third Edition-aligned)
             Elements of Project Time Management
             Project Scheduling
Project Cost Management (PMBOK® Guide -Third Edition-aligned)
             Estimating Activity Costs
             Budgeting and Controlling Costs
Project Quality Management (PMBOK® Guide - Third Edition-aligned)
             Planning for Quality
Project Human Resource Management (PMBOK® Guide - Third Edition-aligned)
             Elements of Project Human Resource Management
             Implementing Project Human Resource Management
Project Communications Management (PMBOK® Guide - Third Edition-aligned)
             Communications Planning and Information Distribution
             Performance Reporting and Stakeholder Management
Project Risk Management (PMBOK® Guide - Third Edition-aligned)

             Planning and Identifying Project Risk
             Analyzing Project Risk
             Responding to and Controlling Project Risk
Project Procurement Management (PMBOK® Guide - Third Edition-aligned)
             Planning Project Procurement and Requesting Seller Responses
Frontline Call Center Skills
             Call Center Communication Skills
             Call Center Customer Service
Business Professionalism

            Personal Accountability: Working for Your Inner Boss

            Self-empowerment: Managing from Within
                                                                        52
                                   Russian
           Что такое системное мышление                               Course #   Status

                                       ?
           Навыки общения на рабочем месте                            STGYI401
           Общение направленное на достижение результата
           Навыки эффективного общения для лидеров                    COMMI003
                   ,                                                  COMMI004
           Что такое эмоциональный интеллект                          COMMI005

           Повседневный деловой этикет         ?                      COMMI141

           Планирование эффективных совещаний                         COMMI181
           Проведение эффективных совещаний
                                                                      COMMI331
           Предоставление обратной связи                              COMMI332

           Предоставление обратной связи руководство для менеджеров   COMMI521

           Разрешение конфликтов           :                          COMMI525

           Маркетинговые стратегии на конкурентном рынке              COMMI342

           Основы финансового менеджмента                             MKTI231
           Основы составления бюджета
           Управление потоками денежных средств                        FINI151
           Финансовая отчетность для менеджеров                        FINI152
                                                                       FINI153
           Эффективные собеседования                                   FINI154

           Успешный рекрутинг                                          HRI232

                                                                       HRI223

           Первые шаги в роли менеджера                               KNOWI113
           Роль менеджера в компании    века
                                                                      MGMTI001
                                      XXI
           Стратегии перехода к роли менеджера                        MGMTI004

           Начало процесса изменений                                  MGMTI125
           Управление в процессе перемен
           Внедрение изменений                                        MGMTI181   New
                                                                      MGMTI182
           От пессимизма к оптимизму                                  MGMTI183   New
           Как преодолеть негативный настрой
                                                                      MGMTI311
           Делегирование полномочий                                   MGMTI312

             Введение в управление проектами                          LEADI143   New
ition-aligned)
             Жизненный цикл и участники проекта
                                                                      PROJI511
                                                                      PROJI512
           Введение в группы процессов проекта и инициация проекта
           Исполнение мониторинг и управление завершение проекта
           Планирование проекта                                          PROJI513
                      ,                        ,                         PROJI515   New
           Планирование содержания проекта                               PROJI514   New
           Управление содержанием проекта
                                                                         PROJI531   New
           Управление сроками проекта                                    PROJI532   New
           Расписание проекта
                                                                         PROJI541
           Оценка стоимости операций                                     PROJI542   New
           Разработка бюджета расходов и управление стоимостью
                                                                         PROJI551   New
           Планирование качества                                         PROJI552   New

             Управление человеческими ресурсами                          PROJI561   New
rd Edition-aligned)
             Практика управления человеческими ресурсами проекта
                                                                         PROJI571   New
             Планирование коммуникаций и распространение информации      PROJI572   New
rd Edition-aligned)
             Отчетность по исполнению и управление участниками проекта
                                                                         PROJI581   New
           Проектные риски планирование управления и                     PROJI582   New
           идентификация
                           :
           Анализ рисков проекта
           Проектные риски реагирование и управление                     PROJI591
                                                                         PROJI592   New
                            :
             Планирование покупок и запрос информации у продавцов        PROJI593   New
dition-aligned)
           Навыки общения для работы в          центре                   PROJI601   New
                 центр служба по работе с клиентами
                                          call-                          CUSTI112
           Call-      :
           Руководство изнутри личная ответственность инициатива         CUSTI113
           самоконтроль
                                :                      ,
           Профессиональное самоутверждение как управлять своей ,
           деятельностью                                                  PDI261
                                                 :
                                                                          PDI262
Return to Global Overview
   Series                                 Course Title
Essential Skills for Tomorrow's Managers
             The Manager as Coach and Counselor
Leading from the Front Line
             Challenges of the 21st Century
             Organizational Culture and Leadership
             Energizing and Empowering Employees
             Leadership and the Knowledge Worker
             Leading Change from the Front Line
             Dynamics of Leadership
Emotional Intelligence at Work
             What is Emotional Intelligence?
             Emotional Intelligence at Work
             Teamwork and Emotional Intelligence
             Increasing Your Emotional Intelligence
             The Emotionally Intelligent Leader
Overcoming Overload - Managing Memory and Time
             Time as a Resource
Professional Project Management
             Defining Projects
Making Teams Work: Capitalizing on Conflict
             Team Conflict: The Seeds of Dissent
             Analyzing Workplace War Zones
             Getting Past Clashes: Valuing Team Diversity
             Conquering Conflict through Communication
             The Path to Peace and Harmony
Participating in a Project Team
             The Self-directed Project Team Member
             Project Team Communication Skills
             Team-building Is an Inside Job
             Troubleshooting for Project Teams
             The Project Team Star Player
             Honing Your Leadership Skills
Sales: A Focus on Solutions
             Moving from Product Selling to Solution
             Power Prospecting
             Finding the Pain You Can Cure
             Influencing Your Customer's Decision
             Presenting Your Solution
             Building Relationships for Continuing Success
How to Excel at Customer Service
             The Emotionally Intelligent Leader
             Fundamentals of Exceptional Customer Service
             The Voice of the Customer/
             Customers, Conflict and Confrontation
             Overcoming Challenging Service Situations
             Service Stars and Service Teams
Frontline Call Center Skills
             Call Center Communication Skills
             Call Center Customer Service
             Call Center Telephone Sales
                                                   40
           ış           Turkish                  Course #   Status

Koç ve Dan manıOlarak Yönetici
             ı          ı                        MGMT4113   New

Yirmibirinci Yüzy l n Zorluklar
   ış ı                                          LEAD4121   New
Kurum Kültürü ve Liderlik
                     ış ı                        LEAD4122   New
Çal an n Yetkilendirilmesi ve
                 ğş                              LEAD4123   New
Liderlik ve Bilgi Çal an
       ğ           ğ                             LEAD4124   New
Önbürodan De i ime Liderlik Etmek                LEAD4125   New
Liderli in Dinami i                              LEAD4126   New
İş
Duygusal Zeka Nedir?
     ı     ış   ı                                COMM4141   New
   yerinde Duygusal Zeka
                ı ı                              COMM4142   New
Tak m Çal ması ve Duygusal Zeka                  COMM4143   New
Duygusal Zekan z Yükseltmek                      COMM4144   New
Duygusal Zekas Yüksek Lider                      COMM4145   New

Kaynak Olarak Zaman
          ı                                       PD4121    New

Projeyi Tan mlamak
     ı        ış              ı ığı      ı       PROJ4101   New
İş                ş               İ
Takış mda Çat ş ma: Fikir Ayr l Tohumlar
            ı              ıı          ğ         TEAM4211   New
İ şyerindeki Sava Cephelerini ncelemek
                    ış      ı                    TEAM4212   New
Çatışmalar A mak: Farkl l klara De er Vermek     TEAM4213   New
 leti im Yoluyla Çat malar n Üstesinden Gelmek   TEAM4214   New
Bar ve Uyuma Giden Yol             ı ı           TEAM4215   New
           ı ıİ ş
                    ı Proje
Kendini Yönlendiren ı İş Tak m Üyesi
    ı                                            TEAM4131   New
Proje Takım leti im Becerileri
                ı                                TEAM4132   New
Tak m Olmak Tak m n idir
           ı ı ı ı                               TEAM4133   New
Proje Tak mlar nda Sorun Gidermeş                TEAM4134   New
Proje Tak m Y ld z Oyuncusu                      TEAM4135   New
Liderlik Becerilerinizi Keskinle tirmek
          ışı                 ışı                TEAM4136   New
            ş            ı
Ürün Sat ndan Çözüm Sat ş Geçmek
İ ş             ğ               na               SALE4141   New
Güçlü Mü teri Adaylar
    ş                ı ı                         SALE4142   New
 yile tirebilece iniz Sorunu Te his Etmek        SALE4143   New
Mü terinizin Karar n şEtkilemek
             ş ıİ     İ                          SALE4144   New
Çözümünüzü Sunmak                                SALE4145   New
Sürekli Ba ar çin li kiler Kurmak
                              ı                  SALE4146   New
               ş                        ı
Hizmet Temelinin Kurulmas : Kurumsal Kültür
   ş                                             CUST4101   New
Mükemmel Müışteri Hizmetlerinin Esaslar
   ş                       ış                    CUST4102   New
Mü terinin Sesi      ı ı                         CUST4103   New
Mü teriler, Çat ıma ve Tart maı
         ı ı                        ı            CUST4105   New
Zor Hizmet Durumlar n n Üstesinden               CUST4106   New
Hizmet Y ld zlar ve Hizmet Tak mlar
   ğı             İ ş                            CUST4108   New
  ğı                ş
Çağrı Merkezinde leti im Becerileri
                              ış                 CUST4112   New
Ça r Merkezinde Mü teri Hizmeti                  CUST4113   New
Ça r Merkezinde Telefonla Sat                    CUST4114   New

				
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