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  • Certified Professional Trainer
  • Customer Service
  • Effective Presentations
  • E-Mailing
  • Human Resource Management
  • Innovation

Certified Professional Trainer (CPT)

Why CPT?
• Understand learning styles, group motivation and stimuli to enhance the learning process.
• Write and design training notes and support material for a group training session to meet specified needs.
• To use comprehensive knowledge, skills, and practical tools, to deliver effective training, using up-to date group training techniques.
• Improve your group training techniques, based on the feedback and self-assessment from the practice sessions.
• Evaluate your training sessions for reaction, learning, changing behavior, and contributing ultimate value to your organization.
• Enhance your performance, through practice sessions, with Tutor, peer, and DVD feedback.
Body of Knowledge.
• Learning theory.
• Training cycle.
• Communication Skills for trainer.
• Presentation skills for trainer.
• Designing the training material.
• Classroom Facilitation.
• Coaching new trainers.
• Evaluating training.
• Business Psychology.
• Tips for Professional trainer.

Customer Service: Defining Service

After completing this course, you should be able to:
• Define customer service.
• Describe the two vital components of a business transaction.
• Identify who your customers are.
• Explain how service goes far beyond politeness.
• Differentiate between good service and great service.
• Explain how you can win customers for life.
• Describe how to generate a service reputation that fosters repeat business.
• Explain why saying your customer service is great doesn't make it great.
• Explain how to make customer service a Mission for everyone.
• Describe how you can implement your customer service Mission.
• Explain why you need a cohesive customer contact plan.
• Identify how you can create a culture of superior service.
• Describe how you can influence employees to make customer satisfaction everyone's job.
• Explain why management needs to be involved.
• Describe how cooperation beats internal competition.
• List events that indicate your service Mission is a success.
• Explain why management needs to be involved.
• Describe how cooperation beats internal competition.
• List events that indicate your service Mission is a success.
• Determine what customers value and what services you need to improve.
• List ways you can create measurable standards.
• Explain why you need to train employees to meet standards, measure their efforts, and reward successes.
• Explain why you should reevaluate your service standards regularly.
• Describe why you should value some customers differently.
• Explain how to evaluate customers with the 80/20 rule.
• Segment customers to serve them better.
• Segment customers according to factors other than the money they spend.
• Identify sources of information you can use for segmenting.
• Explain why you should fire bad customers.

Effective Presentations: Preparing for a Presentation

This course will give you strategies to develop effective presentations. Professionals in all industries consistently rank solid oral communication as one of the key factors for success. In many fields, in fact, research shows that business practitioners believe it's almost impossible to rise through the career ranks without polished presentation skills. You may need to share with general management your department's recommendation on a cost-savings initiative, explain new annual goals to your regional sales team, brief a department on policy changes, promote your company's progress on diversity issues within your industry to an outside review board, or pitch a service, a product, or even your company to a potential client. Whatever the level of presentation you might make — internal, external, to peers, to direct reports, to upper management — you should convey yourself, your company, and your information as professionally as possible. The practical strategies in this course will support you in refining and polishing your presentation skills. After completing this course, you should be able to:
• Describe the stages of an effective presentation.
• Explain the reasons for giving a presentation.
• Define a goal for a presentation.
• Analyze an audience.
• Use demographics to improve your presentation.
• Identify corporate factors that relate to your presentation.
• Describe ways to tailor your presentation to the level of the audience.
• Assess miscellaneous factors surrounding a presentation.

E-Mailing Your Way to the Top: Managing Your Inbox

Welcome to E-Mailing Your Way to the Top: Managing Your Inbox. In this course, you'll learn how to handle the variety of e-mails that land in your inbox. In this first course, we'll focus on how Linda learns to manage her inbox. After completing this course, you should be able to:
• Define what net senders and net receivers are.
• Identify the common problems associated with heavy e-mail volume.
• Describe coping mechanisms that people use to handle e-mail related stress.
• Illustrate the costs related to time lost to e-mail.
• Describe strategies for handling a high volume of e-mail.
• Identify the order in which to handle new messages in your inbox.
• Describe the types of low-value messages that clog inboxes.
• Define the different kinds of spam.
• Identify the problems with internal distribution lists.

Human Resource Management

Human Resource Management (HR) focuses on the people issues in organizations, and refers to all of the activities an organization implements and uses to affect the behaviors of employees. HR activities play a key role in supporting an organization's ongoing efforts to adapt to change successfully, and HR professionals are sought by all sizes and types of organizations. HR activities include recruitment, selection, training and development, compensation, benefits, performance appraisal, employee relations, health and safety, and strategic HR planning. The contributions of HR professionals make it possible for organizations to attract, motivate, and retain a qualified and effective work force.
• Professional in Human Resources (PHR) and Senior Professional in Human Resources Certification (SPHR) Study Subjects:
• Strategic HR Management.
• Workforce Planning and Employment.
• Human Resources Development.
• Total Rewards.
• Employee and Labor Relations.
• Risk Management.

Innovation in the Workplace: Defining Innovation and Determining Your Point of View

A distinct trait of innovative thinkers is their ability to see problems differently. They purposefully resist seeing the world in ways that are easy, obvious, or popular. They refuse to understand problems in terms prescribed by cultures or corporations. If you want to discover new solutions, you begin by looking at problems in new and different ways. This course defines innovative thought and explains strategies for understanding and broadening your point of view.
After completing this course, you should be able to:
• Define creativity and innovation.
• Differentiate innovative and analytical thought.
• Describe the characteristics of left- and right-brain thinking.
• Identify a strategy for successfully accessing the right brain.
• Broaden your view of your customer.
• Explain the benefits of broadening your customer view.
• Describe an effective empathy board.

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