Certification references to our Business Skills & Knowledge short skills courses are provided as a courtesy - subject to change.

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Customer Service Courses
Customer Service (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097001

Course Length:

1 day

Course Description Overview:


As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.


Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.


Course Objectives:

In this course, you will explore the background and techniques of customer interactions.


You will:


  • Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel.

  • Identify the major trends in customer service today and the combination of criteria required for customer satisfaction.

  • Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions.
  • Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers.
  • Identify remote customer service communication channels and apply remote customer service best practices.

  • Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues.

  • Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation.


Target Student:

This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills. You may wish to take either of the following South African Career Campus courses or have equivalent knowledge:


  • Using Microsoft® Windows® 10
  • Microsoft® Office Word 2016: Part 1 (Desktop/Office 365™)

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

Course-specific Technical Requirements Software:

  • Microsoft® Windows®10
  • Microsoft® Office®16
  • Any PDF reader

Course Content:

Lesson 1: Understanding Customer Service

Topic A: Describe Customer Service Benefits

Topic B: Recognize the Importance of Internal Customer Service

Topic C: Identify How Customer Service Benefits You

Topic D: Excel with Customer Service

Lesson 2: Identifying How Customers Define the Success of Your Company

Topic A: Recognize Trends in Customer Service

Topic B: Identify Criteria for Customer Satisfaction

Lesson 3: Increasing Customer Satisfaction

Topic A: Identify Characteristics of the Personal Touch

Topic B: Create Lasting Positive Impressions on Your Customers

Lesson 4: Providing Face-to-Face Customer Service

Topic A: Identify Categories of Face-to-Face Contact

Topic B: Understand the Critical Success Factors in Face-to-Face Customer Service

Topic C: Identify the Characteristics of Active Listening

Lesson 5: Providing Remote Customer Service

Topic A: Identify Remote Customer Service Communication Channels

Topic B: Apply Remote Customer Service Best Practices

Lesson 6: Engaging Difficult Customers

Topic A: Serve Difficult Customers

Topic B: Manage Angry Customers

Topic C: Deal with Difficult or Unhelpful Colleagues

Lesson 7: Increasing Customer Loyalty

Topic A: Optimize Moments of Truth

Topic B: Recognize the Value of Customer Complaints

Topic C: Identify the Stages of the Service Recovery Process


Certification reference (where applicable)
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Excellence in Customer Service (Advanced)
Course Description Overview

Course Specifications

Course Number:

097018

Course Length:

1 day

Course Description Overview:

As a customer service representative, you're expected to handle every customer that comes your way. To be effective, you need not only knowledge of the products or services your company sells, but also people skills that will help you interact with customers in a positive and professional manner. Your level of product or service knowledge may enable you to understand and resolve problems, but without understanding how to properly interact with customers, you can't truly serve the customer. In this course, you will apply important principles and skills you can use as a customer service professional.


In addition to providing basic customer service, you'll also learn important principles and skills you can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.


Course Objectives:

In this course, you will refresh and expand your customer service skill set.


You will:


  • Apply fundamental customer service knowledge and skills.
  • Manage your everyday workflow.
  • Take care of customers by assessing their needs, resolving their issues, and encouraging further sales.
  • Deal with challenging customer interactions.
  • Apply customer service leadership skills.


Target Student:

This course is intended for customer service professionals with some experience in the field who want to expand or refresh their knowledge and improve their skills.


It is also intended for customer service professionals who have taken on, or are looking to assume, greater leadership responsibility.



Prerequisites:

To ensure your success, we recommend you have some level of customer-service work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills. 


You may wish to take the following South African Career Campus courses:


  • Customer Service (Second Edition)
  • Using Microsoft® Windows® 10


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 gigahertz (GHz) 64-bit (x64) processor.
  • 2 gigabytes (GB) of Random Access Memory (RAM).
  • 32 GB available storage space.
  • Monitor capable of a screen resolution of at least 1,024 × 768 pixels, at least a 256-color display, and a video adapter with at least 4 MB of memory.
  • Bootable DVD-ROM or USB drive.
  • Keyboard and mouse or a compatible pointing device.
  • Fast Ethernet (100 Mb/s) adapter or faster and cabling to connect to the classroom network.
  • IP addresses that do not conflict with other portions of your network.
  • Internet access (contact your local network administrator).
  • (Instructor computer only) A display system to project the instructor's computer screen.


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016, 2019, or 365
  • Any PDF reader


Course Content:

Lesson 1: Applying Customer Service Foundations

Topic A: Assess Customer Service Basics

Topic B: Develop Interpersonal Skills


Lesson 2: Managing Your Workflow

Topic A: Apply Organizational Skills

Topic B: Handle Simultaneous Customer Contacts

Topic C: Manage Individual Stress


Lesson 3: Taking Care of Customers

Topic A: Maintain Focus on the Issue

Topic B: Assess Customers

Topic C: Diagnose Customers’ Problems

Topic D: Educate the Customer

Topic E: Resolve Customers’ Problems

Topic F: Encourage Further Sales Through Service


Lesson 4: Dealing with Challenging Customer Interactions

Topic A: Recognize Difficult Situations

Topic B: Work within Your Company Parameters

Topic C: Handle a Difficult Interaction

Topic D: Overcome Negativity

Topic E: Redirect the Customer

Topic F: Follow Up on a Challenging Situation


Lesson 5: Progressing to Leadership

Topic A: Lead from Within Your Team

Topic B: Address Escalated Customer Issues

Topic C: Analyze Customer Service Metrics


Certification reference (where applicable)
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Business/Writting Communication Courses
Effective Business Writing (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097002

Course Length:

1 day

Course Description Overview:

Though businesses increasingly rely on technology, technological skills alone do not guarantee success in the workplace. You must still develop your ideas, express them clearly, and persuade others of their viability. This course offers effective strategies to sharpen your writing skills by structuring your ideas logically, exercising diplomacy in letters and reports, and shaping your arguments.


In contemporary business environments, information overload makes it necessary for you to communicate clearly and concisely. Trying to make sense of a disorganized email message can be frustrating given the number of emails you have to answer daily. By analyzing your audience, organizing your writing, and employing effective persuasive techniques, your writing will make an impact.



Course Objectives:

In this course, you will organize and write effective business documents.


You will:


  • Identify techniques to write effective business communication.
  • Write electronic communication that is clear, concise, and appropriate in a business context.
  • Apply the writing principles you have studied to specific business situations and learn to address the needs of a particular audience.
  • Use your writing and diplomatic skills to create formal business letters.
  • Use basic persuasive strategies that will allow you to plan and deliver effective proposals.



Target Student:

This course is for individuals who need to write clearly and concisely in a professional environment.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills. You may wish to take the following South African Career Campus courses or have equivalent knowledge:


  • Grammar Essentials (Second Edition)
  • Microsoft® Office Word 2016: Part 1 (Desktop/Office 365™)
  • Microsoft®Office Outlook® 2016: Part 1 (Desktop/Office 365™)

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

Course-specific Technical Requirements Software:

  • Microsoft® Windows®10
  • Microsoft® Office®16
  • Any PDF reader
Course Content:

Lesson 1: Writing Effective Business Communication

Topic A: Write Strong Sentences

Topic B: Organize Your Content

Topic C: Analyze Your Audience

Lesson 2: Writing Email and Other Electronic Communication

Topic A: Write an Email

Topic B: Write Instant Messages and Text Messages

Lesson 3: Writing Common Business Documents

Topic A: Write an Internal Announcement

Topic B: Write a Routine Request

Topic C: Write a Response to Routine Requests

Topic D: Write a Complaint

Topic E: Write a Positive Response to Customer Complaints

Topic F: Write Bad-News Messages

Lesson 4: Writing a Business Letter

Topic A: Write a Business Letter

Topic B: Write a Thank-You Letter

Lesson 5: Writing Business Proposals

Topic A: Persuade Your Audience

Topic B: Write an Executive Summary

Topic C: Use Visuals


Certification reference (where applicable)
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Time Management Courses
Effective Time Management (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097003

Course Length:

1 day

Course Description Overview:

Time is a form of currency, and the ways you talk about it illustrate its value: people say “Time is money,” and “My time was well spent,” or “It's a waste of time.” Like most professionals, you've probably struggled with managing time effectively. In this course, you will acquire day-to-day time-management tools that will help you more effectively use your time so you can direct your energy towards fulfilling your short- and long-term professional and personal goals.


Your time is a precious and limited resource. Too often, you may feel frustrated that there aren't enough hours in the day to accomplish everything you hope to do. Effective time managers enjoy the satisfaction of directing their talents and energy towards productive, goal-centered activities. By identifying improved time management and organizational skills, you, too, can use your time and energy effectively, focusing your efforts on the activities that will help you reach your goals.


Course Objectives:

In this course, identify effective time-management strategies, including defining personal and professional goals, establishing priorities, and identifying the tasks that will be critical to achieving those goals. You will create a personal time-management action plan.


You will:


  • State your goals.
  • Analyze how you are currently allocating your most precious resources: energy and time.
  • Identify elements of your personal work style that contribute to your effective use of time.
  • Assemble a collection of time-management tools and strategies that you can use to take control of your time.
  • Create an action plan for your time-management process and identify ways to evaluate and improve your efforts.


Target Student:

Professionals in a variety of fields who are seeking improved time-management skills, so that they can meet their long-term goals and perform more effectively.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills. You may wish to take either of the following South African Career Campus courses or have equivalent knowledge:


  • Using Microsoft® Windows® 10
  • Microsoft® Office Word 2016: Part 1 (Desktop/Office 365™)

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen


Course-specific Technical Requirements Software:

  • Microsoft® Windows®10
  • Microsoft® Office®16
  • Any PDF reader

Course Content:

Lesson 1: Defining Goals

Topic A: Define Time Management

Topic B: Describe Your Dreams

Topic C: Identify Regrets

Topic D: State Goals

Lesson 2: Analyzing Energy Allocation

Topic A: Create a Time Log

Topic B: Analyze Tasks

Topic C: Analyze Time Usage

Topic D: Analyze Energy Flow

Lesson 3: Identifying Personal Style

Topic A: Review a Successful Day or Project

Topic B: Analyze Your Preferences

Topic C: Identify Personal Strengths

Topic D: Identify Personal Motivators

Topic E: Reduce Time Wasters

Lesson 4: Assembling the Toolbox

Topic A: Negotiate for Success

Topic B: Delegate Tasks

Topic C: Choose Tools that Work for You

Lesson 5: Creating a Time-Management Action Plan

Topic A: Create the Action Plan

Topic B: Evaluate the Time-Management Action Plan



Certification reference (where applicable)
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Conflict Management Courses
Managing Conflict (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097005

Course Length:

1 day

Course Description Overview:

An organization improves its likelihood of success by effectively managing conflict. As a leader within your organization, you share in that responsibility. This course will help you cultivate the skills necessary to help manage conflict and ultimately to decrease the presence of conflict in the workplace.


Course Objectives:

In this course, you will identify the sources of conflict and how to manage conflict effectively.


You will:


  • Recognize the impact of conflict in the workplace by identifying your personal reaction and developing a healthy attitude toward conflict.
  • Analyze conflict by assessing the situation and identifying the source of the conflict.
  • Utilize effective communication techniques to manage conflict in a proactive manner.
  • Resolve conflict by evaluating approaches, and determining and implementing an action plan with the best solution.

 


Target Student:

This course is intended for any business professional who encounters conflict in the workplace.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills. You may wish to take either of the following South African Career Campus courses or have equivalent knowledge:


  • Using Microsoft® Windows® 10
  • Microsoft® Office Word® 2016: Part 1 (Desktop/Office 365®)


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 

Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 16
  • Any PDF reader

Course Content:

Lesson 1: Recognizing the Impact of Conflict

 Topic A: Identify Your Personal Reaction to Conflict

 Topic B: Develop a Healthy Attitude Toward Conflict


Lesson 2: Analyzing Conflict

 Topic A: Assess the Situation

 Topic B: Identify the Source of the Conflict


Lesson 3: Dealing with Conflict

 Topic A: Listen Actively

 Topic B: Communicate Effectively

 Topic C: Respond to Negative Tactics

 Topic D: Avoid Conflict Escalation


Lesson 4: Resolving Conflict

 Topic A: Evaluate Approaches to Conflict Resolution

 Topic B: Determine the Best Solution

 Topic C: Implement an Action Plan


Certification reference (where applicable)
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Emotional Intelligence Courses
Emotional Intelligence for Business Professionals
Course Description Overview

Course Specifications

Course Number:

097010

Course Length:

1 day

Course Description Overview:

It was once believed that intelligence was the metric that would determine a person's success in the workplace. Intelligence matters because it contributes to your ability to do your job. But intelligence is not the best indicator of whether or not you'll succeed. Your ability to understand and manage your own emotions, and get along well with others, has at least as much impact on your performance and effectiveness as intelligence. In this course, you'll explore strategies to increase your awareness of your emotions, develop your ability to manage your emotions, and improve your social skills.



Course Objectives:

In this course, you will explore the concept of emotional intelligence.


You will:


  • Identify the components of emotional intelligence and recognize how emotional intelligence benefits organizations.
  • Assess and develop your personal emotional intelligence competencies.
  • Assess and develop your social emotional intelligence competencies.
  • Practice emotional intelligence in common workplace scenarios.

 

Target Student:


Individuals taking this course are business professionals seeking to develop or increase their emotional intelligence.


Prerequisites:

There are no prerequisite skills for this course.


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016

Course Content:

Lesson 1: Recognizing the Benefits of Emotional Intelligence

 Topic A: Define Emotional Intelligence

 Topic B: Recognize EQ's Impact on Work Experience


Lesson 2: Increasing Your Personal Emotional Intelligence in the Workplace

 Topic A: Develop Your Level of Self-Awareness

 Topic B: Develop Your Self-Regulation Skills

 Topic C: Develop Your Motivation


Lesson 3: Increasing Your Social Emotional Intelligence in the Workplace

 Topic A: Develop Your Empathy

 Topic B: Develop Your Social Skills


Lesson 4: Practicing Emotional Intelligence in the Workplace

 Topic A: Practice Emotionally Intelligent Leadership

 Topic B: Build an Emotionally Intelligent Team

 Topic C: Manage Change

 Topic D: Manage Conflict

 Topic E: Coach for Performance


Certification reference (where applicable)
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Finance and Budgets Courses
Finance and Budgeting Essentials for Business Professionals
Course Description Overview

Course Specifications

Course Number:

097014

Course Length:

1 day

Course Description Overview:

Good financial judgment can deepen the decision-making skills of any business professional. Fluency with monetary figures helps you tie everyday operations to the financial success of your organization at a department and senior level.


Finance and Budgeting Essentials for Business Professionals grounds you in the functions and tools of finance. In this course, you will examine financial statements—including the balance sheet, income statement, cash flow statement, and statement of stockholders' equity—as guides to fiscal health. You will also identify what you want to gain from a budget and describe the steps of budgeting to meet these goals.


Course Objectives:

In this course, you will use financial information to interpret and preserve the financial health of an organization.


You will:


  • Describe the importance and major elements of financial statements.
  • Use balance sheets to determine the assets a company has at its disposal.
  • Interpret income statements to identify corporate earnings, expenses, and profitability.
  • Read cash flow and other statements to assess an organization’s real-world financial situation.
  • Select a budget type and method to fit the needs of a company.
  • Prepare a responsible budget.

Target Student:

This course is designed for managers and other professionals in a variety of profit and non-profit organizations who need to use principles of finance or budgeting to fulfill their responsibilities.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills. You may wish to take the following South African Career Campus course or have equivalent knowledge:


  • Using Microsoft® Windows® 10

We also recommend you have basic familiarity working with spreadsheets. You may wish to take one or more of the following South African Career Campus courses or have equivalent knowledge:


  • Microsoft® Office Excel® 2016: Part 1

 

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office Excel® 2016
  • Microsoft® Office Word 2016
  • Microsoft® Windows® Calculator
  • Any PDF reader
  • An Internet browser (e.g., Microsoft Edge, Google Chrome™, Mozilla® Firefox®)

 

Course Content:

Lesson 1: Reviewing Financial Basics

 Topic A: Identify the Benefits of Finance

 Topic B: Describe Financial Statements


Lesson 2: Interpreting Balance Sheets

 Topic A: Identify Elements of Balance Sheets

 Topic B: Analyze a Balance Sheet


Lesson 3: Interpreting Income Statements

 Topic A: Identify Elements of Income Statements

 Topic B: Analyze an Income Statement


Lesson 4: Interpreting Other Financial Statements

 Topic A: Read Cash Flow Statements

 Topic B: Read Statements of Stockholders’ Equity

 Topic C: Read Notes to Financial Statements

 Topic D: Identify Elements of Financial Statements for Non-Profits


Lesson 5: Planning a Budgeting Approach

 Topic A: Describe Budgeting Principles

 Topic B: Choose What and How to Budget


Lesson 6: Utilizing Budgets

 Topic A: Prepare an Operating Budget

 Topic B: Prepare an Activity-Based Budget

 Topic C: Monitor a Budget

Certification reference (where applicable)
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Interpersonal Communication Courses
Effective Interpersonal Communication for Business Professionals
Course Description Overview

Course Specifications

Course Number:

097012

Course Length:

1 day

Course Description Overview:

To be successful in the workplace, you must be able to effectively communicate and cooperate with coworkers and external people.


Course Objectives:

In this course, you will use a variety of methods to communicate effectively with people in many different roles in an organization.


You will:


  • Interact productively with others in the workplace on a day-to-day basis.
  • Build positive relationships with diverse individuals.
  • Consider organizational communication systems.
  • Communicate with peers.
  • Communicate with supervisors.
  • Communicate with external people.
  • Communicate during conflict and change.

Target Student:

The typical students of this course will be business professionals who want to enhance their communication skills to interact more effectively with superiors, colleagues, team members, customers, and vendors, and ultimately improve their overall job performance.


Prerequisites:

To ensure your success in this course, you should have some level of work experience in any of a variety of organizational settings.


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016
  • Any PDF reader

 

Course Content:

Lesson 1: Interacting with Others

 Topic A: Understand the Communication Process

 Topic B: Apply Core Communication Skills

 Topic C: Observe Nonverbal Communication


Lesson 2: Building Positive Relationships

 Topic A: Create Connection

 Topic B: Adapt Appropriately to Different Communication Styles

 Topic C: Accommodate Diversity


Lesson 3: Considering Organizational Communication Systems

 Topic A: Analyze Organizational Culture

 Topic B: Ensure Communication Flows Effectively


Lesson 4: Communicating with Peers

 Topic A: Interact Effectively with Peers

 Topic B: Work Productively in a Group

 Topic C: Engage in Productive Meetings

 Topic D: Lead a Team


Lesson 5: Communicating with Supervisors

 Topic A: Communicate with Different Supervisor Styles

 Topic B: Discuss Important Topics with Your Supervisor


Lesson 6: Communicating with External People

 Topic A: Interact Effectively with Customers

 Topic B: Work Productively with Vendors


Lesson 7: Communicating During Conflict and Change

 Topic A: Communicate Through Conflict

 Topic B: Communicate Through Change


Certification reference (where applicable)
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Leadership Courses
Practical Leadership (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097006

Course Length:

1 day

Course Description Overview:

You have developed skills to be successful in your field. In this course, you will learn the practical skills you need to be an effective leader in your organization.


Leadership enhances the skills employees at all levels need to be truly successful. When you learn practical leadership skills, you'll have the ability to motivate, coach, communicate with, and teach employees in such a way that they are more effective in their jobs and, as a result, you become more effective in your job.


Course Objectives:

In this course, you will learn practical leadership skills.


You will:


  • Transition from an individual contributor to a leader.
  • Develop an effective team.
  • Lead a team effectively.
  • Increase your effectiveness in leading different types of teams.
  • Develop a team mission, values statement, and vision to achieve business results.

Target Student:

Individuals taking this course may be new managers and individual contributors seeking to develop or enhance leadership abilities with practical skills.


Prerequisites:

Students should possess experience working in an organization as an individual contributor or possibly as a manager.


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 16
  • Any PDF reader

Course Content:

Lesson 1: Transitioning from Individual Contributor to Leader

 Topic A: Define Leadership

 Topic B: Identify Your Leadership Style

 Topic C: Redefine Your Role


Lesson 2: Developing an Effective Team

 Topic A: Build an Effective Team

 Topic B: Coach for Performance

 Topic C: Empower Your Team Members


Lesson 3: Leading a Team Effectively

 Topic A: Influence for Results

 Topic B: Lead Your Team Through Organizational Change


Lesson 4: Leading Different Types of Teams

 Topic A: Work with Different Types of Teams

 Topic B: Overcome Communication Barriers

 Topic C: Overcome Issues Among Team Members


Lesson 5: Aligning Your Strategy for Business Results

 Topic A: Establish a Team Mission

 Topic B: Determine Team Core Values

 Topic C: Write a Team Vision Statement



Certification reference (where applicable)
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Developing Yourself as a Leader (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097011

Course Length:

1 day

Course Description Overview:

You have transitioned from an individual contributor to a manager, or as an individual contributor, you've acquired practical skills to enhance your leadership abilities.


When you want to take your leadership skills to the next level, you assess your leadership traits, develop your communication skills, and build your reputation. These strategies can increase your ability to effectively influence others and get results.


Course Objectives:

In this course, you will acquire strategies to develop your leadership skills.


You will:


  • Define leadership.
  • Assess your own leadership traits.
  • Establish your leadership development plan.
  • Develop your communication skills.
  • Build your reputation.

 


Target Student:

This course is intended for managers, team leads, and individual contributors on techniques and best practices for continual improvement of themselves as leaders.


Prerequisites:

Students taking this course should have completed the course:

  • Practical Leadership (Second Edition)

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016
  • Any PDF reader

 

Course Content:

Lesson 1: Defining Leadership

 Topic A: Identify Leadership Attributes

 Topic B: Identify Leadership Responsibilities


Lesson 2: Assessing Your Leadership Traits

 Topic A: Assess Your Leadership Characteristics

 Topic B: Determine How Colleagues View Your Leadership

 Topic C: Evaluate Factors that Affect Your Leadership


Lesson 3: Establishing Your Leadership Development Plan

 Topic A: Identify Your Destination

 Topic B: Establish Your Map

 Topic C: Build a Leadership Development Plan


Lesson 4: Developing Your Communication Skills

 Topic A: Upgrade Your Listening Skills

 Topic B: Improve Your Communication Effectiveness


Lesson 5: Building Your Reputation

 Topic A: Establish Your Credibility

 Topic B: Use Influence to Get Results


Certification reference (where applicable)
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Management Courses
Effective Management (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097008

Course Length:

1 day

Course Description Overview:

The business world is increasingly becoming centered around the interaction of different teams, both within and outside the organization. The success of a team within a company is often directly linked to the ability of a manager to lead and manage the team effectively. To perform the job well, the manager must understand the different roles of everyone involved on the team, and be trained in developing the capabilities of all team members and addressing issues as soon as they surface. In this course you will gain an understanding of the basic fundamentals of becoming an effective manager for your team.


Before a law student is able to begin practicing law, the student must endure years of intense studying and be familiar with many different legal precedents in order to understand how the law works. A surgeon must attend medical school for several years and have an extensive knowledge of the human body before they can begin operating on patients. Similarly, a manager must have a thorough understanding of team dynamics and the principles that make the difference between success and failure before they can effectively manage a group of people. By examining effective methods of communication, problem solving, delegation, and motivation, you can prepare yourself to be an effective manager.


Course Objectives:

In this course, you will explore the fundamental concepts of effective management.


You will:


  • Determine the roles that a manager must fill on a team, and explore the key areas of personal development.
  • Discover how to detect silent messages through body language and other means of nonverbal communication. You will also boost your listening skills through active listening.
  • Discover the stages of team development and how to motivate your team. Also, you'll examine the need for regular team meetings and how to resolve conflict.
  • Empower your workgroup through delegation and coaching, and optimize staff performance.
  • Discover ways of identifying problems and determining their root cause. You'll also explore techniques to identify and implement solutions effectively.

Target Student:

Individuals taking this course may be business professionals who are either at the managerial level, or are interested in becoming team leaders.


Prerequisites:

There are no prerequisite skills for this course.


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016
  • Any PDF reader


Course Content:

Lesson 1: Developing as a Manager

 Topic A: Identify Effective Manager Roles

 Topic B: Develop Personal Skills


Lesson 2: Communicating Successfully

 Topic A: Communicate Without Talking

 Topic B: Manage Better by Listening

 Topic C: Assert to Achieve


Lesson 3: Cultivating Great Teams

 Topic A: Create an Invincible Team

 Topic B: Inspire Team Success

 Topic C: Run Team Meetings

 Topic D: Resolve Conflicts Positively


Lesson 4: Empowering Your Workgroup

 Topic A: Delegate for Results

 Topic B: Coach for Achievement

 Topic C: Optimize Staff Performance


Lesson 5: Creating Successful Solutions to Problems

 Topic A: Identify and Define the Problem

 Topic B: Determine the Root Cause

 Topic C: Identify a Solution

 Topic D: Implement Solutions Decisively


Certification reference (where applicable)
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Employee Motivation and Performance Management
Course Description Overview

Course Specifications

Course Number:
-
Course Length:
-
Course Description Overview:
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Course Objectives:
-
Target Student:
-
Prerequisites:
-
Course-specific Technical Requirements Hardware:
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Course-specific Technical Requirements Software:
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Course Content:
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Certification reference (where applicable)
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Meetings Courses
Facilitating Meetings Effectively
Course Description Overview

Course Specifications

Course Number:
097015
Course Length:

1 day

Course Description Overview:

Effective facilitators know how to take charge of meetings and lead groups toward successfully completing their work objectives. In this course, you will strategically plan meetings and create formal agendas, lead groups to generate new ideas through brainstorming events, and help people work through facilitated difficult sessions. You will also further develop your facilitation skills by leading virtual meetings and even moderating international sessions.


Course Objectives:

In this course, you will develop the skills to facilitate meetings effectively.


You will:


  • Build a foundation for a successful meeting.
  • Prepare for a meeting.
  • Set the stage for a meeting.
  • Facilitate a meeting.
  • Facilitate a specialized meeting.

 


Target Student:

This course is designed for managers, supervisors, team leaders, or anyone who leads meetings as part of their job and wants to learn how to become a more effective meeting facilitator.


Prerequisites:

To ensure your success, we recommend that you have some level of work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills. To meet this prerequisite, you can take the following South African Career Campus course:


  • Using Microsoft® Windows® 10

 

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. The computer will need the following minimum hardware configurations: There are some activities in this course that require students to capture their ideas, which can be done with pen and paper. Other options include providing computers with a text editor or word processing software, asking students to bring their own computers, or using the whiteboard feature of your web conferencing system.


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016
  • Any PDF reader

 

Course Content:

Lesson 1: Building a Foundation for Successful Meetings

 Topic A: Identify Types of Meetings

 Topic B: Identify Attributes of Strong Meeting Leaders


Lesson 2: Preparing for a Meeting

 Topic A: Clarify the Purpose of the Meeting

 Topic B: Identify Participants

 Topic C: Plan Meeting Logistics

 Topic D: Create an Agenda


Lesson 3: Setting the Stage for a Meeting

 Topic A: Establish a Meeting Climate

 Topic B: Resolve Challenging Situations


Lesson 4: Facilitating a Meeting

 Topic A: Lead a Meeting

 Topic B: Make Sound Decisions

 Topic C: Publish Meeting Minutes

 Topic D: Close a Meeting


Lesson 5: Facilitating Specialized Meetings

 Topic A: Manage a Brainstorming Session

 Topic B: Manage a Virtual Meeting

 Topic C: Manage an International Meeting


Certification reference (where applicable)
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Presentation Skills Courses
Effective Presentations (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097007

Course Length:

1 day

Course Description Overview:

The ability to deliver presentations is vital to achieving advancement for yourself and for your ideas. Few skills in life will contribute to your success as much as presentation skills. Without a dynamic and coherent presentation, even stellar ideas can fail to convince your audience. In this course, you will learn to organize your ideas to create coherent and convincing oral presentations, while also utilizing available visual aids and using public-speaking techniques to strengthen your delivery.



Course Objectives:

In this course, you will create and deliver effective presentations, both in-person and virtually.



You will:


  • Define what makes a presentation effective.
  • Plan presentations.
  • Design a presentation framework.
  • Develop the presentation body.
  • Create supporting materials.
  • Prepare for your presentation.
  • Deliver presentations.
  • Conduct a question-and-answer session.
  • Deliver group presentations and virtual presentations.


Target Student:

This course is designed for individuals who may need to present information effectively in a professional environment.


Prerequisites:

To ensure your success, you will need to have experience writing in a professional context and creating presentations using Microsoft® Office PowerPoint®. To meet this prerequisite, you can take any one or more of the following South African Career Campus courses:


  • Any Microsoft® Office PowerPoint® course, for example Microsoft® Office PowerPoint® 2016: Part 1 (Desktop/Office 365®)
  • Grammar Essentials (Second Edition)
  • Effective Business Writing (Second Edition)


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

Course-specific Technical Requirements Software:

  • Microsoft® Windows® 8.1 or 10
  • Microsoft® Office 2013 or 2016
  • Any PDF reader

Course Content:

Lesson 1: Defining Presentation Effectiveness

Topic A: Identify Qualities of Effective Presentations

Topic B: Evaluate Yourself as a Presenter

Lesson 2: Planning Presentations

Topic A: Analyze the Audience

Topic B: Establish Your Presentation's Objectives

Lesson 3: Designing the Presentation

Topic A: Create the Presentation Structure

Topic B: Organize the Presentation Body

Topic C: Write the Conclusion First

Topic D: Write the Introduction

Lesson 4: Developing the Presentation Body

Topic A: Select Evidence

Topic B: Write the Presentation Body

Topic C: Create Visuals

Lesson 5: Creating Supporting Materials

Topic A: Create a Slide Deck

Topic B: Create Speaker Aids

Topic C: Create Audience Handouts

Lesson 6: Preparing for Your Presentation

Topic A: Rehearse the Presentation

Topic B: Plan Event Logistics

Lesson 7: Delivering Presentations

Topic A: Connect with Your Audience

Topic B: Present Powerfully

Topic C: Utilize a Slide Deck Effectively

Lesson 8: Conducting a Question-and-Answer Session

Topic A: Answer Questions

Topic B: Handle Challenging Questions

Lesson 9: Presenting in Common Business Scenarios

Topic A: Plan and Deliver a Virtual Presentation

Topic B: Plan and Deliver Group Presentations


Certification reference (where applicable)
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Problem Solving Courses
Problem-Solving Skills (Second Edition)
Course Description Overview

Course Specifications

Course Number:

097009

Course Length:

1 day

Course Description Overview:

Problem-Solving Skills (Second Edition) focuses on eliminating corporate problems. Approaches to problem solving are defined, along with traits of good problem solvers and the company cultures that influence them. The course focuses on the three phases of problem solving and breaks each phase into steps. Strategies are provided for individual problem solvers and problem-solving teams.


Course Objectives:

In this course, you will gain adaptable, specific tools for corporate problem solving.


You will:


  • Identify problem-solving principles and barriers.
  • Describe the impact of corporate culture on problem solving.
  • Analyze a problem to approach it effectively.
  • Generate potential solutions using creative and logical processes.
  • Carry out and evaluate your solution.
  • Build problem-solving teams through effective leadership.

 


Target Student:

This course is intended for business professionals or managers who would like to learn problem-solving techniques for a corporate environment.


Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills. You may wish to take one of the following South African Career Campus courses or have equivalent knowledge:


  • Using Microsoft® Windows® 10
  • Microsoft® Office 365® Online (with Skype® for Business)


Course-specific Technical Requirements Hardware:

For this course, you will need one computer for the instructor. You might need one computer for each student if you want to do the writing activities in Lessons 3, 4, and 5 electronically instead of using paper and pencil.


Each computer will need the following minimum hardware configurations:


  • 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor
  • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit)
  • 16 GB available hard disk space (32-bit) or 20 GB (64-bit)
  • CD-ROM drive (if installing any software from a CD-ROM)
  • Keyboard and mouse (or other pointing device)
  • 1,024 x 768 resolution monitor recommended
  • Network cards and cabling for local network access
  • Internet access (contact your local network administrator)
  • Printer (optional) or an installed printer driver
  • Projection system to display the instructor's computer screen

 

Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office 2016
  • Any PDF reader
  • An Internet browser (e.g., Microsoft Edge®, Google Chrome™, Mozilla® Firefox®)
  • For remote students, a free online whiteboard tool or a free graphic program, such as Microsoft® Paint.

 

Course Content:

Lesson 1: Problem-Solving Basics

 Topic A: Identify Problem-Solving Opportunities

 Topic B: Determine a Problem-Solving Approach


Lesson 2: Corporate Problem Solving

 Topic A: Develop Traits of Problem Solvers

 Topic B: Utilize Problem-Solving Cultures

 Topic C: Overview of the Problem-Solving Process


Lesson 3: Identifying and Analyzing Problems

 Topic A: Identify the Problem

 Topic B: Analyze the Problem


Lesson 4: Committing to a Solution

 Topic A: Generate Solution Options

 Topic B: Choose the Best Solution


Lesson 5: Solving the Problem

 Topic A: Sell Your Solution

 Topic B: Implement the Chosen Solution

 Topic C: Evaluate the Implemented Solution


Lesson 6: Problem-Solving Teams

 Topic A: Build Positive Group Dynamics

 Topic B: Lead a Problem-Solving Team


Certification reference (where applicable)
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Professional Selling Courses
Logical Selling: A Practical Approach for Increasing Sales Results
Course Description Overview

Course Specifications

Course Number:

097017

Course Length:

1 day

Course Description Overview:

Sales professionals need a system for producing sales results. Logical Selling: A Practical Approach for Increasing Sales Results provides that framework and the tools to make it your own.


In this course, you will identify what makes your product stand out and plan a strategy for reaching the customers who need it. You will also examine the stages of each sale—from finding the opportunity to realizing the deal—and use them to create win-win situations for you and your customer.


Finally, you will build the interpersonal and negotiating skills to form lasting business relationships from these successes.


Course Objectives:

In this course, you will demystify the "black magic of sales," replacing it with a process that lets you build relationships and produce results in multiple sales environments.


You will:


  • Establish the unique value of your product to customers.
  • Manage a sales territory for the most productive use of your time.
  • Gain customer interest through effective prospecting, needs analysis, and presentation of a solution.
  • Secure customer commitment by creating the right proposal, handling objections, and closing the sale.
  • Apply negotiating skills throughout the selling opportunity to create win-win situations.

Target Student:

This course is designed for people transitioning into a career in professional sales, especially business-to-business, and for existing sales professionals who need to develop more structured skills for effectiveness at all stages of the sales opportunity.



Prerequisites:

To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings. You should also have general end-user computer and Internet skills, and experience with standard office-productivity software. You may wish to take one or more of the following South African Career Campus courses or have equivalent knowledge:


  • Using Microsoft® Windows® 10
  • Microsoft® Office® Excel® 2016: Part 1
  • Microsoft® Office® Word® 2016: Part 1

 

Course-specific Technical Requirements Hardware:

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configurations:


  • 1 gigahertz (GHz) 64-bit (x64) processor.
  • 2 gigabytes (GB) of Random Access Memory (RAM).
  • 32 GB available storage space.
  • Monitor capable of a screen resolution of at least 1,024 × 768 pixels, at least a 256-color display, and a video adapter with at least 4 MB of memory.
  • Bootable DVD-ROM or USB drive.
  • Keyboard and mouse or a compatible pointing device.
  • Fast Ethernet (100 Mb/s) adapter or faster and cabling to connect to the classroom network.
  • IP addresses that do not conflict with other portions of your network.
  • Internet access (contact your local network administrator).
  • (Instructor computer only) A display system to project the instructor's computer screen.

 


Course-specific Technical Requirements Software:

  • Microsoft® Windows® 10
  • Microsoft® Office® Excel® 2016
  • Microsoft® Office® Word® 2016
  • Any PDF reader
  • An Internet browser (e.g., Microsoft Edge®, Google Chrome™, Mozilla® Firefox®)
  • If necessary, software for viewing the course slides. (Instructor machine only.)

 

Course Content:

Lesson 1: Establishing Your Product Value

 Topic A: Know Your Product

 Topic B: Know Your Customer

 Topic C: Know Your Competition


Lesson 2: Managing Your Territory

 Topic A: Plan Your Territory

 Topic B: Create Your Communication Plan

 Topic C: Manage Customer Relationships

 Topic D: Drive the Sales Opportunity


Lesson 3: Gaining Customer Interest

 Topic A: Prospect for New Business

 Topic B: Perform a Needs Analysis

 Topic C: Present a Solution


Lesson 4: Gaining Customer Commitment

 Topic A: Create the Sales Proposal

 Topic B: Handle Objections

 Topic C: Close the Sale


Lesson 5: Negotiating throughout the Sales Opportunity

 Topic A: Develop Your Interpersonal Skills

 Topic B: Guide the Negotiation

 Topic C: Respond to Client Tactics


Certification reference (where applicable)
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