Supervisory, Management and Leadership Skills Development ...

Supervisory, Management and
Leadership Skills Development
Course Catalog

Supervisory, Management and Leadership Skills Development Course Catalog
Table of Contents
Short, ½ Day (3 Hour) Workshops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Accountability - Managing for Maximum Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Accounting Cycle Revised. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Attitude - 4th Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Basic Business Math Revised . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Better Business Writing 4th Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Building & Closing the Sale, Revised Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Business of Listening Third Edition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Calming Upset Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Change Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Clear and Creative Thinking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Coaching and Counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Coaching Skills for Leaders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Communication Skills for Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Conflict Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Course ILT: Budgeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Course ILT: Effective Presentations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Course ILT: Excellence in Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
KAZ (Keyboarding A-Z) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Course ILT: Mentoring & CBT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Creative Decision Making Revised . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Critical Thinking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Customer Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Delegation Skills for Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Developing Instructional Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-mail Etiquette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
E-Mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Emotional Intelligence Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Course ILT: Excellence in Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Facilitation Skills for Team Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Feedback Skills for Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Financial Analysis Revised . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Handling the Difficult Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Learning to Lead Revised . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Making the Most of Being Mentored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Meeting Skills for Leaders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Course ILT: Mentoring & CBT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Negotiation Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Networking for Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Organizing your Work Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Presentation Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Problem Solving for Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Process Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Project Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Putting Diversity to Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Retaining Your Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Stress Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Surviving Information Overload. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Team Building. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Working in Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Working Together. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Writing Effective E-Mail Revised . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
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Supervisory, Management and Leadership Skills Development Course Catalog
Writing Persuasively. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Supervisory, Management and Leadership Courses
offered in partnership with The American Management Association . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Leadership and Strategic Management Courses:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Leadership Skills for Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
First Level Leadership. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
How to Develop the Strategic Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to Write a Business Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Management Supervisory Skills Development Courses: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Coaching for High Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Making Teams Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to Build High-Performance Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
How to Train Employees: A Guide for Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Manager’s Guide to Human Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Managing and Achieving Organizational Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
What Managers Do. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Creative Problem Solving, Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
First Line Supervision, Fifth Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
First Level Leadership, Second Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Delegating for Business Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Taking Control with Time Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Performance Appraisals: Strategies for Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
How to Manage Your Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Communication Skills for Managers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
How to Manage Conflict in the Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Listen and Be Listened To. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Communication Skills Courses:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Communication Skills for Managers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Fundamentals of Business Writing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Grammar and Proofreading Course . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to Sharpen Your Business Writing Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Interpersonal Communication Skills in the Workplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Successful Negotiating. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Interpersonal Negotiations: Breaking Down the Barriers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Listen and Be Listened To. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Planning and Leading Productive Meetings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Presentation Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Human Resources and Training Courses: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Fundamentals of Human Resources Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Compensation How to Develop Effective Reward Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Performance Appraisals: Strategies for Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Successful Interviewing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to Train Employees: A Guide for Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Marketing and Sales Courses:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Fundamentals of Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to Write a Marketing Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Presentation Success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Managing the Customer Satisfaction Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
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Customer Service Courses: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Delivering Knock Your Socks Off Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Knock Your Socks Off Service On the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
How To Be a Great Call Center Representative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Keeping Customers for Life . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Managing the Customer Satisfaction Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Managing the Customer Satisfaction Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Assertiveness for Career and Personal Success. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Practical Problem-Solving Skills in the Workplace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Taking Control With Time Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Finance and Accounting Courses: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
How To Prepare A Financial Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
How To Read and Interpret Financial Statements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Job of the Accounting Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Finance & Accounting for Nonfinancial Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
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Short, ½ Day (3 Hour)
Workshops
Accountability - Managing for Maximum Results
This book will teach you the techniques to manage employees
for maximum results - either individually or as a team.
Employees who feel a sense of “ownership” in their organization
and their work are more responsible and productive.
After completing this course, you will have the critical skills
to increase employee self-confidence and success, establish
positive expectations and rapport, delegate effectively to get
the results you need, and strengthen communication and trust
through active listening.
Accounting Cycle Revised
Written for the beginner, this concise guide maps out the
accounting cycle: balance sheets, income statements, ledger
transactions, trial balances, and closing entries. Ideal for small
or new businesses.
• Review record keeping systems
• Make, adjust and close entries
• Make solid accounting decisions
Attitude - 4th Edition
Polish people skills, energize your outlook, and retain a
healthy perspective. This course will help you stay positive
and focused in today’s busy, pressure-filled world.
• Recognize how attitude affects your work
• Use the eight attitude-adjustment techniques
• Spread the magic of a positive attitude
Basic Business Math Revised
Trust Crisp to take the misery out of math! This easy book
covers whole numbers, fractions, decimals, percentages,
simple equations, and percentage formulas with examples of:
commissions, markups and markdowns, discounts, sales tax,
simple and compound interest, and installment loans. Practice
with bar, line and circle graphs, follow with just a touch of
statistics—averages, medians, modes, etc. Answers included.
It simply makes math work for anyone!
Better Business Writing 4th Edition
Now that business transactions occur in record time with the
widespread use of e-mail and the Internet, good business
writing is more important than ever. The fourth edition of
BETTER BUSINESS WRITING addresses this new technology
with an added section on proper form and etiquette when
writing e-mails, as well as continuing to highlight the basics
of effective business writing.
Building & Closing the Sale, Revised Edition
Set the stage for an easy and effective closing transaction
every time. Learn techniques to build rapport with your prospects
and guide them to a successful close.
• Address questions and objections with confidence
• Strike the right balance between listening and speaking
• Tailor your sales demonstrations to each client
Business of Listening Third Edition
Expand your listening abilities and become a more effective
communicator with this concise course. The processes and
techniques covered will help you take in more information
and hear between the lines.
• Build communication bridges instead of barriers
• Use 10 steps to control emotional “hot buttons”
• Become a “whole body” listener
Calming Upset Customers
Effectively handle an upset customer and you may have a
customer for life. This course gives your employees techniques
and guidelines for managing even the most difficult
customers.
• Identify customer needs
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• Defuse anger with attentive listening and empathy
• Respond to accusations without becoming defensive
Change Management
With today’s fast-paced and hectic way of doing business,
change in the workplace has become an everyday reality.
Change happens rapidly and sometimes with very little
notice. Major changes such as mergers, takeovers, and layoffs
can leave employees feeling confused, fearful, or disheartened.
CHANGE MANAGEMENT helps managers work through
organizational change with strategies for providing positive
leadership while dealing effectively with resistance and other
trouble spots. The newly updated third edition includes competency
assessments to help managers become adept change
leaders who will inspire and motivate their employees both
now and in years to come.
Clear and Creative Thinking
Leads you through a simple, yet thorough, analysis of your
personal thinking style. Your individual profile will help you
understand how reasoning and emotion influence your thinking.
• Stimulate your creativity
• Generate fresh possibilities
• Question assumptions and beliefs
Coaching and Counseling
Develop a full set of effective, easy-to-use coaching and counseling
skills to 1) accurately identify when your employees
require assistance and 2) deliver the help they need—whether
it’s a timely piece of advice, a sounding board, or an encouraging
word.
• Develop your own coaching and counseling skills
• Learn the 10 key methods for giving useful feedback
• Recognize the benefits of coaching and counseling in the
workplace
Coaching Skills for Leaders
Organizations today are recognizing the need to retain managers
who are also coaches—leaders and teachers who can
motivate people to do their best, provide encouragement
and moral support, and give positive feedback to help others
improve. This book will help you build your coaching skills by
showing you how to help others learn from their mistakes,
how to use feedback to reinforce desirable behaviors, how
to motivate different types of people, and how to caringly
confront problem behaviors. Inspire others to learn, grow, and
develop, and build a more loyal and committed workforce.
Communication Skills for Leaders
This training program is designed to help you acquaint others
with the art of communicating. In this course, participants will
learn to understand the importance of interpersonal skills in
becoming a leader, be able to convey believability by keeping
their verbal, vocal, and visual communications consistent,
practice the nine behavioral skills of interpersonal communication,
and change their habits to improve their interpersonal
effectiveness. The content is applicable whether participants
are in a leadership role or not.
Conflict Management
When people work together in a diverse and dynamic
environment, conflict and disagreements inevitably arise.
Learning to resolve disagreements constructively is the key
to maintaining healthy work relationships and fostering a
productive workplace. CONFLICT MANAGEMENT (formerly titled
MANAGING DISAGREEMENT CONSTRUCTIVELY) helps readers
improve their interpersonal, communication, and mediation
skills. Several exercises and case studies throughout the book
give the lessons relevance and practical application in the
real world. Readers will also become familiar with the guiding
principles behind conflict management, the nine approaches
to managing disagreement, and a four-phase process for
resolving conflict. With the proper understanding of the
nature of conflict and with the tools to handle disagreements
constructively, readers will be able to enrich their work, their
relationships, and their careers.
Course ILT: Budgeting
This ILT Series course introduces students to budgeting, types
of budgets, and the elements of a successful budget. Students
learn how to create a budget, analyze and compare budgets,
and create operating and manufacturing budgets, and devise
an action plan to solve a problem identified during variance
analysis. Course activities also cover the basics of capital
budgeting, discounting cash flow methods, determining
discount rates, assembling a capital budget, and justifying a
capital budget. Students also learn how capital budgets are
evaluated and approved. The student manual is designed for
quick scanning in the classroom and filled with interactive
exercises that help ensure student success. The instructor’s
edition is designed for quick scanning in the classroom, and is
filled with interactive exercises. Comes with a companion CBT
program.
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Supervisory, Management and Leadership Skills Development Course Catalog
Course ILT: Effective Presentations
This ILT Series course teaches students about creating effective
presentations. Students learn how to determine realistic
presentation objectives, analyze the audience, use supporting
materials effectively, organize a presentation clearly, and
successfully incorporate visual aids. Course activities also
cover reducing the fear of speaking, remaining calm, appearing
relaxed, and improving the delivery of your presentation.
Finally, students learn how to assess the audience members
and answer their questions, organize a persuasive presentation,
and use reasoning and emotional appeals to persuade an
audience. The student manual is designed for quick scanning
in the classroom and filled with interactive exercises that help
ensure student success. The instructor’s manual is equipped
with classroom set-up instructions, course objections and a
skills inventory so you can successfully set expectations and
measure student proficiency. Supporting PowerPoint slides are
also packages in the back of the book to give you the extra
support you need to teach Effective Presentations effectively.
Course ILT: Excellence in Service
This ILT Series course teaches students the basics of customer
service. Students will learn how to develop and maintain a
positive attitude, show extra attentiveness to customers, use
customer-friendly language, and deal effectively with customer
complaints and problems. Finally, students learn how
to build rapport with customers, interpret non-verbal communication
skills, provide quality customer service over the
telephone, and communicate effectively through e-mail. The
manual is designed for quick scanning in the classroom and
is filled with interactive exercises that help ensure student
success. The Instructor’s Edition comes with a companion CBT
program.
KAZ (Keyboarding A-Z)
Good typing and keyboarding skills are essential in today’s
workplace. Those who know how to touch type with ten
fingers without looking down at the keyboard are usually
more focused, more efficient, and more productive. The
KAZ Method, developed in the UK by Gotham New Media, is
designed to help learners master touch typing in as little as
90 minutes. Through a combination of word association and
your own natural dexterity, you will learn how to type using
all ten fingers and how to make firm keystrokes without looking
at the keyboard or growing fatigued. This book contains
numerous figures and illustrations to help you easily identify
the keys you will focus on in each lesson as well as hands-on
exercises to help you practice your new skills and test your
understanding of the content.
Course ILT: Mentoring & CBT
This ILT Series course introduces students to the basics of
mentoring and the characteristics of a good mentor. Students
will learn about the benefits of a mentoring program, and
how to develop, implement, and evaluate the success of a
mentoring program. Course activities cover selecting mentors
and the people to be mentored, defining the mentor’s job,
matching mentors, establishing strong mentoring relationships,
and maximizing the benefits of mentoring. Students
also learn how to set effective goals and become effective
learners when they are being mentored, and how to choose
a mentor. The manual is designed for quick scanning in the
classroom and filled with interactive exercises that help ensure
student success.
Creative Decision Making Revised
Learn a flexible approach to decision making that uses a combination
of both rational and intuitive techniques. With this
proven decision strategy, called ‘Positive Uncertainty’, you’ll
discover how to “invent the future.”
Critical Thinking
Critical thinking is a factor in almost all of the conclusions and
results we come to in the workplace and everyday life. Use
the overall strategies described in this book and give yourself
the best advantage for success.
• Develop the best solutions to problems
• Identify key issues without getting sidetracked
• Use critical thinking to write and speak with impact
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Supervisory, Management and Leadership Skills Development Course Catalog
Customer Satisfaction
Improve your employees’ people skills, and you’ll be rewarded
with satisfied customers. This course develops the skills
needed to provide top-notch customer service.
• Build long-term customer relationships
• Learn techniques for handling difficult people
• Define targets for superior customer service
Delegation Skills for Leaders
Getting promoted to the role of supervisor is a great achievement.
Getting work done through others is a special challenge
to all new supervisors, and even some established ones, but
it is a skill that can be learned and mastered. The ability to
thoughtfully delegate tasks involves four major functions-
-planning, organizing, motivating, and controlling. DELEGA-
TION SKILLS FOR LEADERS (formerly DELEGATING FOR RESULTS)
explains each of these areas and more. As a supervisor, you
are responsible for the work of others, and taking the time to
match tasks with employees’ special skills and abilities is the
key to your success. The act of delegating work also involves
honing your interpersonal skills, being able to judge the readiness
of an employee to take on a project, and being able to
instill confidence in that employee to get the job done. Finally,
if you are having trouble entrusting others to perform specific
tasks, this book will help you become more comfortable in
sharing responsibility and letting go of the “I-can-do-it-allmyself”
mindset.
Developing Instructional Design
After completing this practical self-study book, readers will
be able to organize and present ideas in meaningful learning
modules, function effectively as instructors, and measure
their own effectiveness
E-mail Etiquette
This ILT Series course teaches students how to use e-mail effectively.
Students will learn how to write effective messages
and e-policies, use e-mail accessories and passwords, and
prevent your password from being stolen. Course activities
also cover using the subject line, considering your recipient,
managing e-mail volume, following netiquette guidelines,
attaching files, preparing for recipient reactions, and using
emoticons effectively. Students also learn about the differences
between writing online and traditional paper-based
writing, achieving e-mail message objectives, using correct
punctuation, constructing effective sentences and paragraphs,
editing your e-mail messages, and using active voice in writing.
The student manual is designed for quick scanning in
the classroom and filled with interactive exercises that help
ensure student success. The instructor’s edition is designed
for quick scanning in the classroom, and filled with interactive
exercises.
E-Mail Management
This book offers expert advice and best practices for individuals
and organizations eager to get a grip on e-mail overload.
Self-assessments and exercises allow readers to put the fifty
strategic tips and best practices to work on the development
and implementation of a customized e-mail management program.
Readers will learn how to:
• Control in-box clutter and manage information overload
• Curtail cyberslacking to marshal employee productivity
• Control emerging technologies before they control you
• Commit to a strategic e-mail management program combining
common sense, organizational skills, e-mail policy
and technology tools
Emotional Intelligence Works
People who are not emotionally smart waste time on personality
conflicts, lose self control when faced with stressful situations,
and undermine their own happiness and success. This
book will help anyone learn how to build better interpersonal
skills by developing guidelines on how to manage reactions
and raise their level of emotional intelligence.
Course ILT: Excellence in Service
This ILT Series course teaches students the basics of customer
service. Students will learn how to develop and maintain a
positive attitude, show extra attentiveness to customers, use
customer-friendly language, and deal effectively with customer
complaints and problems. Finally, students learn how
to build rapport with customers, interpret non-verbal communication
skills, provide quality customer service over the
telephone, and communicate effectively through e-mail. The
manual is designed for quick scanning in the classroom and
is filled with interactive exercises that help ensure student
success. The Instructor’s Edition comes with a companion CBT
program.
Facilitation Skills for Team Leaders
Bring out the collaborative voices of your team members. Get
started with this simple six-step plan.
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• Increase participation and team efficiency
• Develop feedback and clarification skills
• Shortcut the path to team consensus
Feedback Skills for Leaders
People crave feedback. Leaders who learn how to provide effective
feedback create opportunities for employees to grow,
become motivated, and make positive contributions to their
organizations. FEEDBACK SKILLS FOR LEADERS shows new and
even experienced managers the benefits of developing this
critical skill, both in giving and receiving feedback. Readers
will learn specific techniques for receiving and responding to
critical feedback and will learn the positive impact of praise
and positive messages. This edition includes new information
on how gender and generational differences can impact
employees’ expectations and how well feedback is received.
Financial Analysis Revised
Written by the author of Understanding Financial Statements,
this book provides more advanced, useful information on
topics such as forecasting, budgeting techniques, corporate
statements, and the use of common stock and debts for capitalization.
Ideal for middle managers, small business owners,
and entrepreneurs.
Handling the Difficult Employee
This training program is designed to help you acquaint others
with handling difficult employees. In this course, participants
will learn to identify potential difficult employees and their
role in intervention with them, how to use the Intervention
Model and how to use an Intervention Conference to address
difficult behavior, and determine when behavior merits consideration
of employee termination.
Learning to Lead Revised
Upon completion of this book, you will understand the sources
of leadership power, the primary ways to handle resistance
to change, the difference between managers and leader/
managers, and developing and communicating your vision.
Most managers would prefer to be known as excellent leaders
rather than excellent managers. This suggests that what
is needed for leadership goes beyond basic management
skills. You can learn how to use your personality power, your
knowledge and your strongest traits to build yourself a strong
position as leader. Combine that with a positive attitude and
good decision-making skills and you will create support for
your role as a leader.
Making the Most of Being Mentored
This book will teach you how to create a strong mentor/mentee
relationship, and how to grow from that partnership. You
will learn what mentors can offer you, ten reasons to become
a mentee, how mentoring can help you manage your selfdevelopment,
and how to pick a mentor. Mentoring programs
have become prominent in many organizations, especially
in today’s highly technical environment. Developing a strong
mentor relationship is beneficial to the mentor, the mentee,
and the organization. Some of the many benefits of being
mentored are self and career development, new perspective
and insights into organizational culture, and performance
improvement and talent development.
Meeting Skills for Leaders
In the business world, it is essential for everyone in the
workplace to work together to get the job done, and this
often involves meetings. For most of us, meetings are a part
of the daily work routine, but as often becomes the case, that
is what many meetings begin to feel like--routine. MEETING
SKILLS FOR LEADERS (formerly titled EFFECTIVE MEETING SKILLS)
is just the sort of back-to-basics guide to organizing and
conducting productive meetings every manager, supervisor,
or team leader needs to get ideas and find inspiration to energize
and motivate their groups. Every aspect of planning and
preparing for a successful meeting is covered, from selecting
participants to arranging facilities and equipment and leading
effective discussions. A special section on conducting virtual
meetings, an increasingly common trend in the business
world today, has also been added to this third edition.
Course ILT: Mentoring & CBT
This ILT Series course introduces students to the basics of
mentoring and the characteristics of a good mentor. Students
will learn about the benefits of a mentoring program, and
how to develop, implement, and evaluate the success of a
mentoring program. Course activities cover selecting mentors
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and the people to be mentored, defining the mentor’s job,
matching mentors, establishing strong mentoring relationships,
and maximizing the benefits of mentoring. Students
also learn how to set effective goals and become effective
learners when they are being mentored, and how to choose
a mentor. The manual is designed for quick scanning in the
classroom and filled with interactive exercises that help ensure
student success.
Negotiation Basics
This newly revised and updated edition of the book formerly
titled SUCCESSFUL NEGOTIATION, is an essential how-to
resource for anyone interested in learning the art of win-win
negotiating. In NEGOTIATION BASICS, readers will discover
what negotiation is really about and how to prepare to negotiate,
as well as explore a seven-step process for negotiating
and discover how to avoid common mistakes. Case studies
and checklists are included along with several resources
designed to give readers a real-world sense of negotiation
success. This book emphasizes collaboration rather than compromise
as the basis for effective negotiation.
Networking for Success
Networking is about more than just making contacts; it is
about building key relationships for positive results. NET-
WORKING FOR SUCCESS helps readers fulfill their personal
and career goals by explaining how they can cultivate and
expand their networking circles, find mentors, make positive
first impressions, and use e-mail and the Internet to their best
advantage.
Organizing your Work Space
Tackle that endless paper flow with creative filing tips, clutterbusters,
and workable action plans. Start today!
• Manage your desk and papers
• Keep clutter away permanently
• Avoid paper backlogs
Presentation Skills
Give confident, enthusiastic, and persuasive presentations.
With an emphasis on the need for preparation and practice,
this course provides guidance on how to organize, create, and
deliver effective presentations.
• Conquer your fear of public speaking
• Prepare and deliver well organized presentations
• Capture and maintain audience interest
Problem Solving for Teams
After taking this course, you will discover five tools that
will help you recognize a problem, learn how to analyze a
problem and its cause, find out how to outline your problem
solving/decision making, and learn the eight tips that can
improve a team’s process. Bringing together a group of people
with varied skills and talents to solve a common problem
sounds simple enough. However, it’s important to understand
problem-solving techniques, problem analysis, decision-making
tools, and solution implementation to effectively tackle
problem solving as a team.
Process Improvement
The critical skills outlined in this book teach you to quickly
grasp what process improvement is all about, learn specific
tools and techniques applicable to every business, understand
what needs changing and create a process map, and implement
changes and measure their effectiveness. You know
that you want things to change, but you’re struggling to know
how and where to begin your efforts to change and improve.
This book offers practical, easy-to-understand instructions to
improve your current processes. You will learn the tools and
techniques to improve the way you do business, make your
organization more responsive, and keep yourself competitive
in today’s marketplace.
Project Management
This book outlines the critical project-management tools
which include learning the four phases of a project’s life cycle,
planning for quality, time, and cost to make the best use of
your resources, controlling your work-in-progress with interim
reviews, and bringing your project to a successful conclusion.
The principles of project management are applicable at all
levels of an organization. Whether you are managing a construction
project or software development, office relocation
or a class reunion, your project will run more smoothly using
the tools outlined here. This book shows you how to use the
basics of project planning and tracking and how to combine
them with the negotiating skills needed to succeed at project
management.
Putting Diversity to Work
Creating a diverse workforce is not just a matter of compliance,
it makes good business sense. An organization made
up of people with various skills, perspectives, and experi-
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Supervisory, Management and Leadership Skills Development Course Catalog
ence does better in the global marketplace and encourages
employees to put their unique talents to use while adding
value to the organization. PUTTING DIVERSITY TO WORK is for
managers and leaders who want to capitalize on the positive
aspects of diversity and increase the creativity and synergy
of their diverse workforce. It addresses ways to recruit and
retain multi-talented employees, and gives advice on how to
communicate effectively, create rapport, and manage conflict
through examples and case studies. Building a team made up
of people from different backgrounds and learning to work
together can often prove challenging. WORKING TOGETHER,
3RD EDITION also by George Simons, examines common issues
that arise in the workplace when people interact with
others who are different from themselves and is an excellent
companion to this book.
Retaining Your Employees
This book will show you how to use Respect, Recognition, and
Rewards for positive results. Discover the benefits of keeping
employees and keeping them happy, create a fun, enriching,
and hard-to-leave workplace, understand the impact of
feeling valued at work, and tap into employees’ desire for
personal and professional growth. Loyalty to an employee’s
workplace has dwindled in the last few years due to many
economic factors. It’s very important for managers to learn
how to cultivate allegiance in their employees to reduce turnover,
increase productivity, reduce absenteeism, and improve
profits. You will learn to assess your treatment of employees,
construct and receive feedback, and develop the attitude and
communication skills you need to create a mutually satisfying,
beneficial work environment.
Stress Management
We are more and more conscious of our health today than
ever before. We are living longer and better because we
are eating healthier and exercising more regularly. But what
about stress Stress is a normal part of everyday life, and our
picture of our overall health would not be complete without
some consideration of how stress affects our emotional (and
physical) health. This book was written to focus attention on
stress management, specifically how to find a level of stress
that is not only manageable, but useful for you, and how to
avoid stress beyond that level. You will also learn the basics of
good emotional health, how to improve your self-image and
become more self-aware, and how your emotional health ties
in to your physical health.
Surviving Information Overload
Newspapers, books, magazines, and the Internet tell us what
we want to know when we want to know it. Reports, memos,
e-mails, and voice mail help us transmit and receive information
quickly and easily. With so much information coming
at us constantly, it’s no wonder many of us are living with
information anxiety. Odette Pollar, productivity specialist and
author of Crisp’s best-selling Organizing Your Work Space,
empowers readers to dig out of the avalanche of information
they are bombarded with daily and to take back control of
their time in her new book, Surviving Information Overload.
Team Building
As you complete the exercises and activities in this book,
you will learn how to increase your group’s productivity,
develop a supportive environment that works, create a sense
of job ownership, and recognize individual accomplishments.
Working in teams has long been considered one of the most
effective ways to boost productivity in the workplace. A
highly functional team has members who pool their unique
knowledge and talents to solve problems, make decisions,
and work toward a common goal. Learning to lead a group of
individuals through the process of becoming a solid team is an
essential skill for managers. This book will give you a wealth
of ideas on how to teach problem-solving techniques, facilitate
open communication, and build trust through teamwork.
Working in Teams
This team member “guidebook” will teach you to unite
your team around a common goal, share responsibility for
the tasks ahead, learn to depend on each other, and build
consensus for making decisions. Working in teams effectively
can be a frustrating undertaking. It is important for each team
member to understand the critical elements that define and
command a team – team life cycles, individual vs. team work,
team charters, planning, milestones, schedules, selecting
leaders, how to run meetings, and how to monitor progress
toward your goal. This book will lay out the essential tools
required to establish an effective team working toward a
common goal.
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Working Together
Today’s workplace brings together a variety of people with
very diverse backgrounds and behaviors. Discover how culture
and politics impact your organization, and learn to reverse
prejudicial thinking and understand how gestures and body
language can differ between cultures. This book will guide
you through mastering how you think about yourself and others,
how to speak and listen effectively to people with different
backgrounds, and how to pay attention to the non-verbal
language of “where, when, and how” you do things.
Writing Effective E-Mail Revised
Finally a book on e-mail that works from page one to simplify
and examine whether e-mail is the appropriate communication
tool for every message. You’ll work through the critical
steps of creating e-mail that has the right tone, while avoiding
e-mail pitfalls, and polishing up cyber grammar skills. The
book contains key sections on formatting, as well as managing
your e-mail—from messages to viruses.
Writing Persuasively
When you adapt basic sales techniques in your everyday business
writing, you can get your readers to do what you want.
This book takes a fresh look at the purpose of most business
writing, which is to sell ideas. A five-step model shows you
how to grab your readers’ attention and motivate them into
action. Use the tips in this book not only to improve your writing,
but to build strong relationships with your readers.
Supervisory, Management
and Leadership Courses
offered in partnership with
The American Management
Association
The AMA courses vary in duration from a 1 full day (6-hour)
session to 3-day (18 hour) sessions.
Leadership and Strategic
Management Courses:
Leadership Skills for Managers
Successful skills for effective 21st century leaders.
This new edition provides an update of best leadership thinking
and practices…a dynamic leadership model powered by
five unique skill sets…key attitudes and mindsets that influence
a leader’s actions…and discussion of ethical governance
issues.
First Level Leadership
First-level management…it’s where the most critical
leadership needs must be met!
Now more than ever, leadership is the determining factor in
successful organizations. Building and sustaining a competitive
advantage requires leadership at all levels, not just the
top. First-level supervisors are in a unique position to provide
this new leadership.
This course has been developed for the first-level supervisor
charged with providing leadership in a dynamic business
environment. Using assessments, activities, and case studies,
you’ll learn how to manage the transition from supervisor to
first-level leader, motivate and retain employees, lead with
impact and influence, manage project and virtual teams, lead
for competitive advantage, and craft and implement a plan
for managing change. You’ll learn the attitudes, skills, and
behaviors needed to lead and prosper in your organization.
Course Objective: Develop concepts and skills to lead a dynamic
workforce at the first management level.
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How to Develop the Strategic Plan
Techniques to identify key issues, develop strategies,
implement the plan and win commitment across the
organization.
Here is everything you need to develop a top-notch strategic
plan. This self-study course goes beyond the traditional concepts
of planning and shows you how to prepare plans that
combine strategy with competitive intelligence. The resulting
plan will dramatically increase your company’s odds for longterm
success and profitability.
Course Objective: Employ techniques to identify and prioritize
key issues, develop strategies, and implement the strategic
plan; learn how to gain commitment throughout the organization.
How to Write a Business Plan
The key to a professional-quality business plan.
This best-selling AMA self-study course has been updated
to include crucial information on diagnosing and measuring
customer satisfaction. How to Write a Business Plan, Fourth
Edition not only puts all the facts and planning formats you
need right at your fingertips, but also gives you the latest
thinking on effective business planning. It shows you how to
organize and implement the planning process from beginning
to end and translate your plan into action.
Course Objective: Organize and implement the planning
process; analyze the strengths, weaknesses, and opportunities
in your organization; and produce a professional-quality
business plan.
Management Supervisory Skills
Development Courses:
Coaching for High Performance
Coach employees to ensure maximum performance,
motivation and retention.
Following a seven-step coaching process, Coaching for High
Performance gives managers the tools to help their people
excel at their jobs and meet competitive challenges with
confidence. This course teaches managers how to communicate
performance expectations, assess employee skill levels,
establish the purpose of coaching, and agree on a coaching
contract. Managers will learn the critical skills needed to conduct
coaching conversations, adapt one’s coaching style to fit
changing situations, and create a coaching plan.
Course Objective: Develop the skills to coach employees to
ensure maximum performance, motivation, and retention.
Making Teams Work
Successfully achieve business objectives through the use of
teams.
Why work in teams Simply put, PERFORMANCE! Teams vastly
outperform the combined output of individuals in traditional
work settings. But high performance teams require planning,
accountability, and commitment.
This self-paced course gives you the tools you need to build a
case for teaming in your organization, set performance goals,
and continually measure team effectiveness. You’ll learn how
to identify and foster the characteristics of successful teams,
define responsibilities for team members, and overcome common
obstacles to high performance.
What’s more, you will put your newfound skills to the test
using real-world business case scenarios provided throughout
the course. And you’ll gauge the effectiveness of your own
team with in-depth self-assessment exercises. The skills you
will master here can be applied to any team situation—from a
single work unit team to wider multi-unit teams spanning the
organization.
Course Objective: Achieve identified business objectives
through the use of teams and develop skills to set team goals,
identify tasks, and measure performance for team success.
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How to Build High-Performance Teams
Here’s a step-by-step process to recruit, empower and lead
teams.
How to Build High-Performance Teams focuses on the how-to
keys of team-building—from recruiting the right team members
to truly empowering them with authority and responsibility
for their decisions and performance. You’ll understand
how to build trust, confidence, and group work skills, balancing
and fine-tuning the team process as you go.
Course Objective: Utilize a step-by-step process to recruit,
empower, and lead teams.
How to Train Employees: A Guide for Managers
Assess, design, deliver, and evaluate training that is right
for every employee.
As the global marketplace expands, the need for a flexible,
well-trained workforce grows with it. Training employees to
master business-critical skills has become a baseline requirement
for managerial success. This self-study course provides
the tools and techniques to assess, design, deliver and evaluate
training that is right for every employee.
Based on a four-part training process, this course provides
cases, exercises, worksheets and planning forms that make
the learning immediate and dynamic and allow you to assemble
the elements of your own training programs as you
progress through the course.
Course Objective: Gain skills to assess, design, deliver and
evaluate effective training.
Manager’s Guide to Human Behavior
The skills required to interact successfully with others and
motivate employees and co-workers.
A Manager’s Guide to Human Behavior, Fourth Edition shows
you how to inspire employees to higher performance...maximize
your positive impact on others...develop more productive
working relationships...establish rapport and mutual
trust...give and receive performance feedback...and really
understand people’s needs
Course Objective: Develop skills to interact successfully with
others and motivate employees and coworkers.
Managing and Achieving Organizational Goals
Practical tips and techniques to facilitate goal setting in any
organization.
This self-study course is a hands-on guide to both setting
and redefining goals, as well as a nuts-and-bolts planning
resource for achieving those goals.
It’s all here: how to implement five proven goal-setting
criteria…trouble shoot and rescue goals that have gotten off
track…tie in departmental goals to the larger organization’s
mission…and facilitate a wider buy-in of each goal.
Course Objective: Learn to set and achieve department or
work unit goals that drive the organizational mission.
What Managers Do
Techniques for better planning, organizing, directing,
staffing and controlling.
What Managers Do, Fourth Edition breaks your job as a
manager down into its components—planning, organizing,
staffing, directing, and controlling. As a result, you’ll be able
to start every day with a sense of organization and control
you never had before.
You’ll see how everything you do fits into your overall role as
a manager. This insight gives you a firmer grasp of the task
at hand, making it easier to delegate effectively, motivate
successfully, use time efficiently, and increase productivity
substantially.
Course Objective: Use techniques to develop and improve
your performance in key areas such as planning, staffing,
directing, organizing, and leading using a contemporary management
style.
Creative Problem Solving, Second Edition
Unleash your staff’s creativity!
Creative Problem Solving presents challenging creative
exercises and proven problem-solving techniques to help you
and your staff unlock your creative potential. You’ll discover
how to combine problem solving techniques with your natural
creativity and put them to work through a simple four-step
program.
Course Objective: Develop the skills and techniques to generate
new and innovative ideas that translate into winning
business strategies.
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Supervisory, Management and Leadership Skills Development Course Catalog
First Line Supervision, Fifth Edition
Join the thousands of supervisors who have stepped up to
their new roles with this self-study classic.
Join the thousands of supervisors who have learned the ropes
with this classic self-paced course on mastering supervisory
skills. Completely revised and updated, First-Line Supervision,
Fifth Edition gives you all the confidence and know-how
you need to achieve and maintain supervisory success in the
contemporary workplace.
Filled with expert information on all the basics of the job—
from managing time and stress to motivating and counseling
employees— First-Line Supervision, Fifth Edition is light on
business-school jargon and heavy on real-world guidance.
Using self-assessments, action plans and relevant work examples,
it shows you exactly how to apply crucial supervisory
skills in your own workplace.
Whether a novice or experienced supervisor, you’ll find First-
Line Supervision, Fifth Edition inspirational, instructive and
encouraging. Just think of the course as a trusted friend—one
that will lead you step-by-step along a new path to success
and satisfaction.
Course Objective: Develop skills to orient, train, manage and
coach employees.
First Level Leadership, Second Edition
First-level management…it’s where the most critical
leadership needs must be met!
Now more than ever, leadership is the determining factor in
successful organizations. Building and sustaining a competitive
advantage requires leadership at all levels, not just the
top. First-level supervisors are in a unique position to provide
this new leadership.
This course has been developed for the first-level supervisor
charged with providing leadership in a dynamic business
environment. Using assessments, activities, and case studies,
you’ll learn how to manage the transition from supervisor to
first-level leader, motivate and retain employees, lead with
impact and influence, manage project and virtual teams, lead
for competitive advantage, and craft and implement a plan
for managing change. You’ll learn the attitudes, skills, and
behaviors needed to lead and prosper in your organization.
Course Objective: Develop concepts and skills to lead a dynamic
workforce at the first management level.
Delegating for Business Success
Empower staff and the organization with savvy delegation
skills for 21st-century success.
Delegation has always been an essential supervisory and
managerial competency. In today’s lean, competitive workplace,
it’s a survival skill for organizational success. This lively
new look at an old skill addresses today’s delegation challenges
with a workable plan and many practical exercises to
ensure successful implementation. Discover what delegating
really involves and learn to make confident delegating
choices.
Course Objective: Use delegation skills to manage time and
resources more productively for personal and business success.
Taking Control with Time Management
How to balance the demands of work and personal life.
Apply the tools and techniques in this course to meet contemporary
time challenges and balance the demands of work and
personal life.
Now packed with exercises and application tools, this up-tothe-minute
revision of the classic course gives you proven
time management strategies to increase your productivity
and your efficiency. You’ll discover how to use effective
systems for setting and achieving your goals and reducing
on-the-job stress.
Course Objective: Develop a system for managing time by using
a self-audit, personal planner, and plan of action; develop
skills to use delegation in traditional work settings as well as
team-based environments.
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Performance Appraisals: Strategies for Success
Learn how to make the performance appraisal process
deliver maximum value to the organization.
Performance appraisals are a critical tool for aligning employee
performance with the goals of the organization. They also
provide a key point of contact between managers and their
people. Yet there are few tasks managers dread more.
This self-study course will equip you to meet this managerial
challenge with confidence and enthusiasm. Learn how you
can make the performance appraisal process deliver maximum
value to both the organization and employees.
Assessments, diagrams and checklists help you gain a thorough
understanding of the performance appraisal process
and your role at every stage. Real-world scenarios illustrate
common situations and let you listen in on sample conversations.
Clear, step-by-step instructions help you write the
performance review document and prepare for the critical
face-to-face meeting.
Throughout the course, exercises give you the opportunity to
apply what you learn directly to your own performance appraisal
situation.
Course Objective: Gain skills to plan, manage and deliver effective
performance appraisals.
How to Manage Your Priorities
The latest tools and techniques for accomplishing more in
less time with fewer resources.
In today’s competitive global environment—where people at
all levels need to accomplish more, in less time, with fewer
resources—the ability to manage priorities is a key element
in personal and professional success. How to Manage Your
Priorities, Second Edition, provides managers, team leaders,
professionals, and others in the workplace with the tools to
master this essential business skill.
The second edition revised and updated with a new chapter
on technology-based tools for identifying and organizing
priorities, teaches managers the critical benefits of managing
their priorities and removing the obstacles that interfere with
success.
Course Objective: Acquire strategies to identify and manage
key priorities, achieve objectives, improve the quality of work
and reduce stress.
Communication Skills for Managers
Communicating clearly is a critical skill for successful
managers!
The ability to communicate clearly is the critical core competency
for successful managers at all levels and in all industries.
This self-study course is your guide to business communication
that delivers the message—whether written, or
spoken, in person or via e-mail—with respect for the receiver,
and in all business situations. This solid overview of all facets
of business communication offers numerous opportunities
to practice and apply your new skills and a log to track your
improvement.
Course Objective: Utilize techniques to improve your communication
skills by increasing reading, writing, speaking, and
listening proficiency.
How to Manage Conflict in the Organization
Gain control of tough conflict situations and transform them
into a productive force in your organization.
How to Manage Conflict in the Organization, Second Edition,
equips you with the strategies, tactics and insights you need
to gain control of tough conflict situations.
You´ll discover how to spot potential interpersonal conflicts—
and defuse them before they flare up. You´ll understand how,
when, where and why to apply the five favored conflict-resolution
approaches, and you´ll develop the insight and intuition
you need to make them work.
This course will give you the skills to transform conflict into a
positive, productive force by applying the proven techniques
of principled negotiation.
Course Objective: Learn to identify potential conflicts and apply
five conflict resolution strategies to defuse them
Listen and Be Listened To
How to improve listening skills using active, critical, and
responsive listening techniques.
Now you can learn the listening skills you weren’t taught
in school with Listen and be listened To, Third Edition. This
program’s unbeatable combination of four one-hour CDs and a
step-by-step workbook gives you specific solutions to real-life
management problems and the expert listening techniques
you need to succeed.
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Course Objective: Improve listening skills by using specific
techniques that will enable you to save time and reduce
costly mistakes and losses caused by miscommunication with
customers and co-workers
Communication Skills Courses:
Communication Skills for Managers
Communicating clearly is a critical skill for successful
managers!
The ability to communicate clearly is the critical core competency
for successful managers at all levels and in all industries.
This self-study course is your guide to business communication
that delivers the message—whether written, or
spoken, in person or via e-mail—with respect for the receiver,
and in all business situations. This solid overview of all facets
of business communication offers numerous opportunities
to practice and apply your new skills and a log to track your
improvement.
Course Objective: Utilize techniques to improve your communication
skills by increasing reading, writing, speaking, and
listening proficiency.
Fundamentals of Business Writing
A ground-breaking approach to writing with a greater focus on
planning and revising documents.
When you complete this course, you will know how to write
with clarity and style, so your ideas come across clearly and
quickly. You’ll become a sharp-eyed critic, constantly spurring
yourself to do better. Best of all, you’ll learn by doing—by
building and evaluating your own business letter. You’ll discover
how to avoid writer’s block by making writing a process
with a beginning, middle, and end.
Course Objective: Develop a process for clear and effective
business writing by focusing on planning and revising documents.
Grammar and Proofreading Course
Positive, practical techniques for achieving a more
professional writing style.
Here are the “how to” keys of writing—from putting the
first words on paper to the final polishing and proofreading.
Students will learn how to edit their writing for improved clarity,
cut excess words, use transitional phrases, recognize and
correct run-on sentences and overcome procrastination and
impulsive writing.
Course Objective: Understand how to employ writing and editing
techniques to strengthen your writing style and identify
the key components of a well-written business document.
How to Sharpen Your Business Writing Skills
An opportunity to update writing skills and excel in today’s
e-writing environment.
Packed with practical advice attuned to current business
writing and presentation challenges, this self-study course
features special strategies to speed online research and
guidelines for creating safe and savvy e-mail.
Through interactive, self-directed exercises, you’ll acquire
the techniques that professional writers use to research,
draft, compose, and edit their work. Examples and checklists
will keep you on track as you practice writing better letters,
memos, proposals, reports, and e-mail (with its own rules and
etiquette). If you struggle to find the words and tone appropriate
for given situations, you‘ll appreciate the advice on selecting
language that works. There’s also plenty of help with
those niggling questions about grammar and punctuation.
Once you’ve completed this course, your writing will be more
effective, polished, and direct. It will distinguish you and help
you move ahead, whether you’re an administrative assistant
or company officer.
Course Objective: Employ techniques to research, draft, compose,
and edit professional documents. Follow guidelines for
writing appropriate and effective e-mail and learn to conduct
on-line research.
Interpersonal Communication Skills in the
Workplace
Listening techniques, conversation tools and nonverbal
strategies for enhanced communication skills.
This course explains basic communication theory as it applies
to the workplace, and offers “real-life” scenarios that demonstrate
the use of effective interpersonal communication. Students
will improve their skills in active listening, giving and
receiving criticism, dealing with different personality types
and using body language to reinforce the message.
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Successful Negotiating
How to achieve positive outcomes using planning and conversational
techniques.
Very few of us are born negotiators. However, Successful
Negotiating can teach you the art of win/win negotiation.
You’ll get a firm grasp of the negotiating tricks and techniques
the pros use. Learn everything from pre-negotiation planning
to the use of seemingly unimportant details like seating
arrangements and meeting site selection to influence the
results of negotiations.
Course Objective: Develop skills to influence the outcome of
negotiations using pre-negotiation planning and conversational
techniques. Understand the four components of any
negotiation.
Interpersonal Negotiations: Breaking Down the
Barriers
Finally…a negotiation framework that encourages a positive
outcome for both parties.
This course takes the “win/win” concept a step further—by
helping build on mutual understanding of each party’s needs
and provide a proven framework for fulfilling them.
Here are the secrets that can help turn an adversary into an
advocate…ensure a safe, fair
And effective process…and overcome blocks to successful
negotiation.
Listen and Be Listened To
How to improve listening skills using active, critical, and
responsive listening techniques.
Now you can learn the listening skills you weren’t taught
in school with Listen and be listened To, Third Edition. This
program’s unbeatable combination of four one-hour CDs and a
step-by-step workbook gives you specific solutions to real-life
management problems and the expert listening techniques
you need to succeed.
Course Objective: Improve listening skills by using specific
techniques that will enable you to save time and reduce
costly mistakes and losses caused by miscommunication with
customers and co-workers
Planning and Leading Productive Meetings
Transform meetings into valuable and productive work.
Planning and Leading Productive Meetings focuses on the
organizational and interpersonal skills you will need to lead
highly productive meetings. You will see how these skills
apply to routine staff meetings, cross-functional or problemsolving
meetings, impromptu get-togethers, and more formal
information sharing.
Despite new ways of working and virtual ways of communicating,
the traditional meeting continues to dominate
the workplace. Planning and Leading Productive Meetings
addresses the meeting challenges of this new work environment,
and offers both leaders and participants an abundance
of tools and techniques to transform their meetings into valuable
and productive work.
You’ll learn how to assess the quality of meetings in your
organization so you can understand their true cost. The
benefits of successful meetings are better decision-making,
broader buy-in, and clear conflict and problem resolution. In
short, more effective meetings make your organization more
productive!
This course gives substantial attention to the key role of the
meeting leader, offering practical guidance on how to develop
the proper mindset, manage the process, and use the best
decision-making tools and facilitation skills. It also covers in
full detail the dynamic issues of planning, conducting, followup,
and meeting evaluation, with special attention paid to
group dynamics and the effective use of media tools.
Course Objective: Gain the skills to conduct meetings that
result in better decision making, broader buy-in and clear
conflict resolution.
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Presentation Success
What does it take to impress an audience
No more boring presentations! Presentation Success gives you
what it takes to succeed—spectacularly—when you stand up
to impress an audience.
Packed with easy-to-use worksheets, strategies, and tips,
this self-paced course delivers success. It helps you overcome
“presentation fear” and makes it easy to plan, prepare, and
deliver the kind of presentations that make people sit up and
take notice.
You’ll discover the best ways to prepare your opening, write
smooth transitions, plan your Q&A session, and troubleshoot
potential problem areas. You’ll learn how to use body language,
communicate clearly, gain and hold attention, listen
effectively, and elicit valuable feedback.
Eye-opening self-evaluation exercises enable you to pull
the pieces together and practice the skills you need to be a
resounding success. You can use the handy resource section
to access timely books, websites, and media tools to continue
your learning.
Course Objective: Employ a step-by-step approach to preparing
presentations and master techniques to overcome
obstacles in delivering successful presentations.
Human Resources and Training
Courses:
Fundamentals of Human Resources
Management
Key tools for developing a human resources plan based on
organizational needs.
Fundamentals of Human Resources Management, Fourth
Edition is a comprehensive and up-to-date guide to virtually
every aspect of human resources management from understanding
the basic HR functions to using the Web for recruiting
and selecting the latest HRIS. Whether new to the profession
or a newly promoted professional, students will find in this
course all the information and skills they need to do their job
and make a positive impact in their organization.
Course Objective: Gain the skills to develop a human resources
plan based on organizational needs and master the key
aspects of staffing, training and compensation practices.
Compensation How to Develop Effective Reward
Programs
Develop a compensation program that positions your
company for success.
This course will give you a solid, fundamental overview of the
field of compensation and serve as a primary resource as you
implement new programs or improve existing ones.
Course Objective: Gain information and skills needed to
implement new or improve existing compensation programs.
Performance Appraisals: Strategies for Success
Learn how to make the performance appraisal process
deliver maximum value to the organization.
Performance appraisals are a critical tool for aligning employee
performance with the goals of the organization. They also
provide a key point of contact between managers and their
people. Yet there are few tasks managers dread more.
This self-study course will equip you to meet this managerial
challenge with confidence and enthusiasm. Learn how you
can make the performance appraisal process deliver maximum
value to both the organization and employees.
Assessments, diagrams and checklists help you gain a thorough
understanding of the performance appraisal process
and your role at every stage. Real-world scenarios illustrate
common situations and let you listen in on sample conversations.
Clear, step-by-step instructions help you write the
performance review document and prepare for the critical
face-to-face meeting.
Throughout the course, exercises give you the opportunity to
apply what you learn directly to your own performance appraisal
situation.
Course Objective: Gain skills to plan, manage and deliver effective
performance appraisals.
Performance Management
Organizational success depends on the continuous
improvement of staff performance at all levels.
People constitute the real competitive advantage in business
and industries of all types. Enhancing the performance
of your people and ultimately your organization depends on
the continuous improvement of staff at all levels. An effective
Performance Management system is essential to help
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employees perform at their best and align their contributions
with the goals, values, and initiatives of the organization.
Performance Management presents managers and supervisors
with a clear model they can follow to plan, monitor,
analyze, and maintain a satisfying process of performance
improvement for their staff. Designed for readers to apply
what they are learning to their current job responsibilities, this
course offers exercises and assessments to determine your
readiness to implement performance management. It also
illustrates strategies for developing the crucial communication
skills of coaching, problem solving, and giving feedback while
teaching methods for linking organization and personal goals.
By demystifying the role of performance management techniques,
Performance Management provides the knowledge
and tools to design and implement a workable system that
benefits the organization and inspires employees to manage
their own performance.
Course Objective: Gain the skills to plan, monitor, analyze,
and maintain a performance management process.
Successful Interviewing
The skills needed to conduct all types of business
interviews and ensure legal compliance.
Here is the course that can turn non-interviewers into good
interviewers—and good interviewers into great interviewers.
Whether you’re a general manager or human resources
specialist, the fact is that you do some interviewing (formally
or informally) virtually every day.
This course will help you sharpen such skills as open-ended
questioning, active listening, and reading body language—all
essential in a variety of management situations. You’ll learn
to apply these techniques to 12 types of business interviews,
from hiring and coaching to assessment and termination.
You’ll even gain practice in dealing with interviewees who are
nervous, aggressive, overly talkative, evasive, or otherwise
challenging.
“Which questions can and can’t I ask How should I document
an interview” Because such concerns can trip up even
the most experienced business interviewer, you’ll find clear
guidance on key legal issues and specific do’s and do not’s
dictated by current legislation. Managers will also appreciate
the wealth of real-life dialogs that highlight this broad-based
and highly useful course.
Course Objective: Develop skills needed to conduct 12 different
types of business interviews and ensure legal compliance.
How to Train Employees: A Guide for Managers
Assess, design, deliver, and evaluate training that is right
for every employee.
As the global marketplace expands, the need for a flexible,
well-trained workforce grows with it. Training employees to
master business-critical skills has become a baseline requirement
for managerial success. This self-study course provides
the tools and techniques to assess, design, deliver and evaluate
training that is right for every employee.
Based on a four-part training process, this course provides
cases, exercises, worksheets and planning forms that make
the learning immediate and dynamic and allow you to assemble
the elements of your own training programs as you
progress through the course.
Course Objective: Gain skills to assess, design, deliver and
evaluate effective training.
Marketing and Sales Courses:
Fundamentals of Marketing
Updated to reflect the enormous changes in marketing
today!
This classic self-study course has been thoroughly revised and
updated to reflect the enormous changes in marketing theory
and practice. Now you can learn the fundamentals of the
marketing process in the context of a global economy and a
technological environment. The updated emphasis highlights:
• The emergence of new groups of buyers
• The role of the Internet and e-commerce
• The impact of technology on product development
• The role of relationship marketing
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• Multi-motivated buyer behavior
• The influence of globalization
• branding
Fundamentals of Marketing, Fourth Edition is, more than ever,
your best guide to understanding the principles and practices
of marketing.
How to Write a Marketing Plan
How to turn ideas into strategy and a plan into a success
story!
With emphasis on the latest tools and techniques of effective
marketing planning, How to Write a Marketing Plan, Third
Edition includes chapters covering product strategy, pricing
and sales, and distribution. It is your complete guide to the
planning process from beginning to end. Your completed
marketing plan will contain everything you need to plan for
the future and make it profitable.
Course Objective: Gain the information and skills needed to
write a marketing plan by focusing on planning, analysis of
environmental and market factors and the study of sales and
distribution programs.
Presentation Success
What does it take to impress an audience
No more boring presentations! Presentation Success gives you
what it takes to succeed—spectacularly—when you stand up
to impress an audience.
Packed with easy-to-use worksheets, strategies, and tips,
this self-paced course delivers success. It helps you overcome
“presentation fear” and makes it easy to plan, prepare, and
deliver the kind of presentations that make people sit up and
take notice.
You’ll discover the best ways to prepare your opening, write
smooth transitions, plan your Q&A session, and troubleshoot
potential problem areas. You’ll learn how to use body language,
communicate clearly, gain and hold attention, listen
effectively, and elicit valuable feedback.
Eye-opening self-evaluation exercises enable you to pull
the pieces together and practice the skills you need to be a
resounding success. You can use the handy resource section
to access timely books, websites, and media tools to continue
your learning.
Course Objective: Employ a step-by-step approach to preparing
presentations and master techniques to overcome
obstacles in delivering successful presentations.
Managing the Customer Satisfaction Process
Improve profits and beat the competition by knowing what
your customers need and want.
Managing the Customer Satisfaction Process presents an organized,
systematic method of identifying, measuring, managing,
and monitoring customer requirements and satisfaction
to improve profits and beat the competition. It equips you
with the tools you need to carry out the improvement process
in your company.
Course Objective: Learn methods for identifying, measuring,
and managing customers’ needs to improve satisfaction and
profitability.
Customer Service Courses:
Delivering Knock Your Socks Off Service
Create a service advantage with the help of customer
service guru Ron Zemke.
In practical, easy-to-follow steps, learn trusted techniques
and positive approaches that will inspire you to believe in
the value of customer care and give you the skills and style
to deliver it. This self-study program takes these winning
concepts to a new level with interactive features that enable
you to turn the Knock Your Socks Off Service advantage to a
competitive advantage in your own workplace.
Course Objective: Deliver world-class customer service using
Knock Your Socks Off skills in communication, self-management,
and organization.
Knock Your Socks Off Service On the Phone
Dynamite telephone skills…taught by Mr. “Knock Your Socks
Off” himself.
Now you can learn the dynamite telephone skills taught by
Mr. “Knock Your Socks Off” himself: Ron Zemke, the authority
who set the standard for customer service nationwide with
his immensely popular seminars and AMA books.
In two witty, fast-moving cassette tapes packed with winning
tips and techniques—and featuring a wide range of
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personalities—Ron Zemke shows you how to be simply great
on the telephone. Knock Your Socks Off Service on the Phone
includes a detailed, interactive workbook to support your
learning.
Practical exercises and real-world examples combine to reinforce
your learning and nail down the powerful techniques
that will multiply your telephone effectiveness many times
over!
Course Objective: Improve telephone effectiveness by
understanding the basics of customer service and business
telephone etiquette.
How To Be a Great Call Center Representative
Give your front-line call center staff the training they need!
With How to Be a Great Call Center Representative, call-center
staff will learn what technology-based customer service is
all about, including the history, terminology, legislation, and
technology options. This course is designed to supplement
and enhance the industry-specific policies and procedures
plus local, state, and federal guidelines to which a call center
staff must adhere.
Filled with exercises and self-assessments, the course presents
specific, practical strategies for improving listening skills,
building trust with customers, problem solving, and decisionmaking--all
within the context of a busy call center.
How to Be a Great Call Center Representative provides all the
tools needed to be confident in handling customers and building
a foundation for future growth and advancement.
Course Objective: To train front-line employees in call-center
customer service or sales to recognize the scope of the job
and develop the skills necessary to create customer satisfaction.
Keeping Customers for Life
Improve customer satisfaction and the process for resolving
customer complaints.
Keeping Customers for Life, based on the best-selling
AMACOM book of the same name, will set you on the path
to 100% customer satisfaction and become your “bible” for
achieving service excellence.
Managing the Customer Satisfaction Process
Improve profits and beat the competition by knowing what
your customers need and want.
Managing the Customer Satisfaction Process presents an organized,
systematic method of identifying, measuring, managing,
and monitoring customer requirements and satisfaction
to improve profits and beat the competition. It equips you
with the tools you need to carry out the improvement process
in your company.
Course Objective: Learn methods for identifying, measuring,
and managing customers’ needs to improve satisfaction and
profitability.
Managing the Customer Satisfaction Process
Improve profits and beat the competition by knowing what
your customers need and want.
Managing the Customer Satisfaction Process presents an organized,
systematic method of identifying, measuring, managing,
and monitoring customer requirements and satisfaction
to improve profits and beat the competition. It equips you
with the tools you need to carry out the improvement process
in your company.
Course Objective: Learn methods for identifying, measuring,
and managing customers’ needs to improve satisfaction and
profitability.
Assertiveness for Career and Personal Success
Techniques for managing others while maintaining mutual
respect.
Expressing your honest thoughts and feelings to others and
asking for—and getting—others to respect your basic rights
and needs is not always easy. Assertiveness for Career and
Personal Success will help you build on your existing strengths
and improve your overall ability to assert yourself in responsible
and appropriate ways.
Course Objective: Understand techniques for managing others
while maintaining mutual respect and recognize and avoid
self-defeating behaviors.
Course Objective: Implement strategies for improving overall
customer satisfaction and a process for resolving customer
complaints and problems.
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Practical Problem-Solving Skills in the
Workplace
Problem-solving skills to identify and resolve work-related
problems and improve job performance.
With the increasing emphasis on initiative in the workplace,
it‘s essential to know how to recognize, define, and analyze
problems and then develop workable solutions to correct
them. This course provides all the skills needed to achieve
this, including a problem-solving tree.
Course Objective: Develop skills to recognize, define, analyze,
and solve problems in the workplace.
Taking Control With Time Management
How to balance the demands of work and personal life.
Apply the tools and techniques in this course to meet contemporary
time challenges and balance the demands of work and
personal life.
Now packed with exercises and application tools, this up-tothe-minute
revision of the classic course gives you proven
time management strategies to increase your productivity
and your efficiency. You’ll discover how to use effective
systems for setting and achieving your goals and reducing
on-the-job stress.
Course Objective: Develop a system for managing time by using
a self-audit, personal planner, and plan of action; develop
skills to use delegation in traditional work settings as well as
team-based environments.
Finance and Accounting Courses:
How To Prepare A Financial Forecast
Everything accountants and financial managers need to
produce reliable projections.
How to Prepare a Financial Forecast, Second Edition shows
managers how to produce reliable financial forecasts and
projections that serve as the basis for crucial business decisions
in long-range planning. It includes a special chapter on
computing technology for forecasting.
Course Objective: Employ forecasting techniques that allow
accountants and financial managers to forecast more accurately.
How To Read and Interpret Financial Statements
How to relate the information in financial reports to the overall
health of the business.
This course offers a basic introduction to financial statements.
It explains in detail what information is contained in different
financial reports, what analyses you can use to bring it out,
and how to relate it to the overall health of the business.
Course Objective: To introduce the basic elements of financial
statements and show how to extract information from them.
Job of the Accounting Manager
Functional expertise still matters—but it isn’t enough in
today’s business environment.
The accounting manager’s role has changed dramatically in
recent years. Once an overseer of transaction processes and
financial reporting, today’s accounting manager must be prepared
to play a larger role—as planner, leader, communicator,
internal consultant and business partner to senior management.
Functional expertise still matters, but it isn’t sufficient
for excellent performance in today’s business environment.
The Job of the Accounting Manager: Leading-Edge Strategies is
written for accounting managers and all those who aspire to
that position. It provides a solid grounding in all the traditional
responsibilities of accounting management, including
the latest on IT/accounting systems content and activity-based
costing. But it goes much further, imparting the broader business
knowledge, skills, and competencies that every accounting
manager will need today and in the years ahead.
The course is amply illustrated with exercises, exhibits, and
helpful checklists.
Course Objective: Orient accounting professionals to the duties,
functions, and responsibilities of the accounting manager.
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Supervisory, Management and Leadership Skills Development Course Catalog
Finance & Accounting for Nonfinancial Managers
Learn to speak the universal language of business.
Finance and accounting are the universal languages of business.
Whether you’re a brand-new supervisor or a seasoned
professional, you won’t go far without having a command
of key financial concepts. Think of this broad-based course
as your personal, one-on-one tutor. Revised and updated
throughout and featuring a new chapter on corporate governance,
Finance and Accounting for Nonfinancial Managers,
Second Edition, is written expressly for nonspecialists like
you. This fundamental course clearly explains how to understand
financial and operational measures, prepare and utilize
budgets, respond to inquiries about the dollars-and-cents
consequences of actions taken by you or your department and
speak the jargon of finance with fluency and ease.
Course Objective: Learn key financial concepts and relate
them to the financial management actions necessary for the
nonfinancial manager.
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