this page intentionally left blank - · PDF fileWriting Effective Business E-mail, Letters, ... Team Building in Today’s Changing Environment 8 9 ... realistic goals serve as the

Communication Skills for 2020

Customer Service for a Changing

Environment

Globalization: Diversity

in the Workplace

Media Literacy

Critical Thinking, Innovation, and Problem Solving

Sales

2020 Technologies

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Alliance: 2020 Business Skills Training Program

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IntroductionBusiness Skills for a Global WorkforceThe Alliance: 2020 Business Skills Training Program catalog describes a broad array of online and classroom training customized to build the skills employees need to be successful in a global, technical, and virtual workplace. Business trends foretell new ways of working, communicating, collaborating, and innovating. By 2020, five generations of employees from across the world will be using media seamlessly to work with their customers. Skills needed by individuals to prepare for this new work environment include:

■ Communication Skills for 2020 ■ Critical Thinking, Innovation, and

Problem Solving ■ Customer Service for a Changing

Environment ■ Globalization: Diversity in the

Workplace ■ Media Literacy ■ Sales ■ 2020 Technologies

Our Alliance staff and network of subject matter experts are experienced curriculum developers and instructors who can customize the training experience to engage and develop adult learners to meet new business needs and requirements. Training can be designed to identify and address skill gaps linked directly to business goals and values, and measured to define and reach metrics.


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Table of ContentsCommunication Skills for 2020 Hours Page

7 Habits of Highly Effective People 8 6Essential Communication Skills: Verbal and Non-Verbal 16 6Working at the Speed of Trust 8 6Working Effectively with Others Using Emotional Intelligence 8 7Writing Effective Business E-mail, Letters, and Memos 8 7

Critical Thinking, Innovation, and Problem SolvingFocus on Excellence 4 8Goal Setting 4 8Learning How to Manage Stress in the Workplace 4 8Mediating and Defusing Conflict 8 8Problem Solving: Developing Critical Thinking Skills 8 9Team Building in Today’s Changing Environment 8 9

Customer Service for a Changing EnvironmentBoosting Technicians’ Customer Service Performance 8 10Relieving Call Center Burnout 8 10The Value of You—Your Role in the 2020 Workplace 8 11Utilizing Technicians’ Knowledge to meet Customer Needs 8 11

Globalization: Diversity in the WorkplaceCollaborative Communications: Getting the Generations to Work Together 8 12Diversity: Fostering Positive Team Connections 8 12Ethics in the 2020 Global Workplace 8 12Managing Challenges in the Workplace 8 12Managing Change in the “2020” Environment 4 13Strategies for Coping with Difficult People 4 13

Media LiteracyBasics of Mobile Learning 4 14How to Use Social Media: Learn or Be Left Behind 4 14Impact of Social Media Tools in the Workplace 4 14Virtual Collaboration Tools and Techniques 8 15Virtual Learning: Tools and Technologies for the Global 2020 Workforce 4 15Working in a Virtual Environment 8 15

SalesConverting Prospects to Customers 8 16Techniques and Behaviors for Retention and Sales Success 8 16Understanding Prospects and Gaining Customers 8 17

2020 TechnologiesBasic Telecommunication Technologies (BTT) 12 18Introduction to 2020 Technologies 2 18Introduction to Cloud Computing – Part 1 4 18Introduction to Cloud Computing – Part 2 6 19Introduction to Project Management 4 19



Communication Skills for 20207 Habits of Highly Effective People™ Training Hours: 8 Hours

Course Description:In this workshop based on Franklin Covey’s 7 Habits of Highly Ef-fective People™, participants will learn principles to propel them toward greater self-fulfillment. They will discover how to maximize performance and reach career goals by avoiding both dependence on others and independence, and moving on to where real success lies — being interdependent. Participants will experience first-hand the rewards of superb cooperation and collaboration.

Participants will learn how to: ■ Differentiate between proactive and reactive behaviors ■ Balance and renew their resources, energy, and health to

create a sustainable, long-term, effective lifestyle ■ Listen empathetically — the do’s and don’ts ■ Appreciate the value of differences ■ Create a personal mission statement

Essential Communication Skills: Verbal and Non-VerbalTraining Hours: 16 Hours

Course Description:In a stimulating workshop environment, participants will assess their current level of apprehension in communication and identify areas of strength and areas for improved performance. They will discuss the ways in which their jobs are impacted by their communication skills, learn the basics of communication as related to their work perfor-mance, and develop an action plan for enhancing their performance. Participants of this dynamic workshop will learn how to enhance pro-fessional relationships by communicating what they mean.

Participants will learn how to: ■ Use formats and content assessment strategies for e-mail,

letters, and memos ■ Improve their ability to recognize and correct grammar,

punctuation, and capitalization errors ■ Assess their spoken language and identify areas for change ■ Assess their body language and identify areas for change ■ Distinguish the importance of identifying, responding to,

and respecting differences across cultures

Working at the Speed of TrustTraining Hours: 8 Hours

Course Description:Trust, says Stephen M.R. Covey, is the very basis of the new global economy, and he shows how trust — and the speed at which it is established with clients, employees, and constituents — is the essential ingredient for any high - performance, successful organization. If there is low trust across a team, unseen agendas or motivations generate suspicion and ultimately hinder getting things done. The results — guarded communication, speculation, and disengagement — slow productivity and fuel frustration. However, when you have trust within or across a team, communication improves and productivity accelerates as attention is redirected toward team objectives. In this interactive team- building workshop utilizing Covey official curriculum, participants will learn to identify and address “trust gaps” in their own personal credibility and in their relationships at work. Participants will learn techniques to communicate with transparency with peers and supervisors, improve their track record of keeping commitments, focus on improving internal “customer service” with others who depend on their work, and build team trust.

Participants will learn to: ■ Increase personal credibility ■ Increase trust with peers and key stakeholders ■ Demonstrate behaviors that increase trust ■ Create an environment of high trust that will fuel creativity,

innovation, and a greater commitment to achieving results

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2020 Technologies Alliance: 2020 Business Skills Training Program

Working Effectively with Others Using Emotional IntelligenceTraining Hours: 8 Hours

Course Description:Emotional Intelligence (EI) is the ability to identify, assess, and control the emotions of one’s self, of others, and of groups. Researchers and business experts agree that people with high emotional intelligence are consistently the top performers in their organizations. They are more resilient and flexible when the work environment becomes challenging, and are held in the highest regard by their bosses, peers, coworkers, and customers. The skills acquired in this course will enable participants to respond more effectively to the world around them, and to eliminate the stress and frustration that often comes from working with others.

Participants will learn: ■ Four dominant communication styles and how to use them ■ The connection between mind, body, and emotions ■ Strategies to tap into emotions at work ■ Strategies to manage emotional responses to events ■ Empathy skills ■ Techniques to build consensus and reduce conflict using EI

Writing Effective Business E-mail, Letters, and MemosTraining Hours:8 Hours

Course Description:The word is a powerful instrument that can be used to persuade, argue, sell, provoke, and inspire. In this day of texting and e-mailing, many people no longer use solid business writing skills. This course addresses grammar, spelling, punctuation, and sentence structure fundamentals. Participants will learn how to develop an effective strategy to analyze client needs, and compose effective written responses. Examples of common business communications will be reviewed.

Participants will learn: ■ Rules for grammar, punctuation, spelling, and sentence

structure ■ Business writing techniques that influence people ■ The do’s and don’ts of business documents ■ Writing techniques for memos, e-mails, instant messaging,

and letters ■ Tips for thorough proofreading and editing ■ Common writing errors



Focus on ExcellenceTraining Hours: 4 Hours

Course Description:This interactive course utilizes role-play to help participants understand the dynamics of teamwork and the impact of deadlines, stress, and change on individual work style and performance.

Participants will learn how to: ■ Identify ingredients that make teams work ■ Understand the importance of time management ■ Differentiate between important and urgent issues ■ Develop a time management plan ■ Define stress and distinguish between “good” stress and

“bad” stress ■ Define change and appropriate coping mechanisms

Goal SettingTraining Hours: 4 Hours

Course Description:Learning how to set effective and relevant goals is the first step in achieving professional and personal success. Appropriate and realistic goals serve as the roadmap to the future. Setting out on a professional or personal journey without a plan is not likely to give you the results you want. This interactive workshop provides instruction and guidance to assist participants in establishing goals using the SMART goal template (Specific, Measureable, Achievable, Relevant, Time bound). Topics that will be addressed include Time Management Fundamentals, Types of Goals -- What Goals Are and Are Not, and Path to Building Goals. The intent of this workshop is to give participants the knowledge and skills to select appropriate, attainable goals to ensure the best chance of success.

Participants will learn to: ■ Identify the elements of the “SMART” goal setting process ■ Set specific relevant personal and professional goals ■ Develop an individual goal setting plan ■ Identify obstacles and demonstrate techniques for over-

coming those obstacles

Learning How to Manage Stress in the Workplace Training Hours: 4 Hours

Course Description:This course is designed to equip participants with effective ways of reducing and coping with stress, and it addresses the short-term and long-term benefits of stress management. Participants will learn what stress is, how it happens, and why it must be managed. Coping strategies which increase job performance and reduce stress will be taught. These include: developing self- understanding and a positive attitude, and techniques to control emotions and strengthen the body with healthy lifestyles.

Participants will learn how to: ■ Define stress and distinguish between “good” and “bad”

stress ■ Understand the physical and mental impact of stress ■ Evaluate life events and recognize resulting stress symptoms ■ Reduce personal stress at home and work through time-

tested techniques

Mediating and Defusing ConflictTraining Hours: 8 Hours

Course Description:The basics of conflict resolution will be presented so that instead of allowing it to escalate, participants can resolve it by bringing the disputing parties together identifying the source of the conflict, allowing each person to present his/her point of view, identifying needs, seeking areas of consensus, finding areas of compromise, arriving at a collaborative approach, providing a written contract if necessary, and reviewing the status at a future time.

Participants will learn: ■ The human and financial costs of unresolved conflict in the

workplace ■ The ways in which their personal attitudes and behaviors

give rise to conflict ■ Ways to observe conflict that is evolving so that it can be

addressed in early stages before extensive damage is done to interpersonal relationships and the team

■ Proven strategies for addressing conflicts, from minor ones to the most serious





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Problem Solving: Developing Critical Thinking SkillsTraining Hours: 8 Hours

Course Description:Critical thinking is one of the most sought after skills in business today. Find out your style of critical thinking by recognizing assumptions, evaluating arguments, and drawing conclusions. Discover the link between your thinking styles and how you approach business challenges.

Participants will learn how to: ■ Gain confidence in decision making and express your opin-

ions in groups with colleagues and senior management ■ Use new methodologies for analysis and decision making ■ Understand how and why your colleagues think and be-

have the way they do ■ Make better decisions in difficult situations ■ Determine why you think the way you think ■ Choose the right techniques to recognize assumptions,

evaluate arguments, and draw conclusions ■ Discover seven ways to spot a weak argument ■ Identify eight barriers to effective critical thinking

Team Building in Today’s Changing EnvironmentTraining Hours: 8 Hours

Course Description:Someone once said, “Teamwork is the fuel that allows common people to attain uncommon results.” In this interactive course, participants will learn the principles and benefits of teamwork and how to foster greater team spirit. They will examine the characteristics of a true team player, practice teamwork and conflict resolution, and leverage teamwork for personal empowerment.

Participants will learn: ■ The four C’s of teamwork: Communication, Cooperation,

Collaboration, and Compromise ■ The lines of communication and how to expand them ■ The fears that block success and how to identify them ■ The value of a support system in fostering team growth ■ Techniques that foster mutual trust and support ■ Ways to recognize and reward small steps that lead to suc-

cess ■ The value of a positive attitude for progress, change, and

teamwork



Boosting Technicians’ Customer Service PerformanceTraining Hours:8 Hours

Course Description:Did you know that it costs six to seven times as much money to capture a new customer as it does to retain a current one? The purpose of this course is to teach technicians to understand and appropriately respond to the needs of customers in a way that promotes customer satisfaction and loyalty — the essentials for survival and profitability. The course will address the needs of both the technician and the customer.

Participants will learn to: ■ The challenges faced by the technician in responding to the

customer’s needs ■ An appreciation of the customer’s viewpoint including his/

her wants, needs, concerns, and expected outcomes ■ Strategies for successfully melding the objectives of both

technician and customer ■ Language critical to ensuring customer satisfaction and loy-

alty, brand consistency, and a successful service resolution

Relieving Call Center BurnoutTraining Hours: 8 Hours

Course Description:Call center agent attrition in the United States hovers around 30–50 percent; and burnout is a pervasive contributor to this rate. Having the tools to reduce or even eliminate call center burnout is essential. This stress-reducing, hands-on course is designed to enhance the agent’s ability to cope with the challenging calls received in a typical work week, as well as enhance performance and improve morale. Customer service professionals will learn proactive strategies to neutralize common stressful situations and create a positive work environment that will revitalize and inspire them.

Participants will learn: ■ The rewards and challenges of providing an exceptional lev-

el of customer service ■ The influences values have on their decisions and behaviors ■ Proactive strategies to neutralize common stressful situations ■ Techniques that produce highly successful teams ■ Time management strategies to create a more productive

work environment ■ Skills to foster a work environment that will revitalize and

inspire

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The Value of You—Your Role in the 2020 WorkplaceTraining Hours: 8 Hours

Course Description:This course is designed to enhance the performance and reduce the stress levels of seasoned customer service professionals. The goals of this course are three-fold: to improve job performance behaviors and conformance in a positive, supportive learning environment; to revitalize, inspire, and re-energize participants by reinforcing their value to the company; and to provide tools and techniques that assist associates in managing stress and heavy workloads.

Participants will learn how to: ■ Utilize new techniques and garner new energy to handle

their daily work ■ Analyze their own areas of weak performance which hin-

der delivery of exceptional customer service ■ Enhance their performance and decrease feelings of burn-

out ■ Use coping mechanisms to manage the stress of their jobs ■ Develop a true sense of pride in their work and in the com-

pany ■ Defuse anger and calm customers in a manner that auto-

matically starts the call right

Utilizing Technicians’ Knowledge to meet Customer NeedsTraining Hours: 8 Hours

Course Description:On average, it takes 12 positive experiences to negate one unresolved, negative customer experience, according to “Understanding Customers” by Ruby Newell-Legner. This essential course provides invaluable tips that help technicians derive the most from customers’ information. It focuses on the customer’s needs and what the technician has learned to meet those needs.

Participants will learn how to: ■ Listen effectively to the customer’s concerns, requests,

and feedback ■ Use the information they gather to successfully meet the

customer’s needs ■ Apply lessons learned from customer interaction and/or

history to ensure positive dealings in the future ■ Foster an environment where the customer feels heard,

appreciated, and tended to, which promotes loyalty ■ Underscore company credibility and instill customer trust

by exhibiting technical expertise with each interaction



Collaborative Communications: Getting the Generations to Work TogetherTraining Hours: 8 Hours

Course Description:In the year 2020, for the first time in history, five generations of workers will make up the workforce. These generations think differently, vote differently, and buy differently. This innovative course shows how work ethics, respect, turnover, dress code, communication tools, and fun at work can create real problems for managers and organizations, or they can provide opportunities to bring the generations together.

Participants will learn how to: ■ Provide a definition and identify characteristics of the five

generations ■ Decipher the most important stereotypes that explain why

each generation thinks the way they do ■ Spot the 12 most frequent generational tensions and what

organizations are doing about them ■ Use a 5-step process that gets the generations figuring out

for themselves how to work through problems and get more done together

■ Resolve intergenerational conflicts

Diversity: Fostering Positive Team ConnectionsTraining Hours:8 Hours

Course Description:Recognizing the traditional components of diversity such as culture, gender, race, religion, age, national origin, and disability is important to understanding the role of diversity in the workplace. They are not, however, the only factors that must be considered. Every individual in your organization should understand workplace diversity through the screen of their individual personality style. This course teaches employees that all of these considerations must be addressed, and gives practical advice on how to address them. Participants will learn in an interactive, supportive environment to recognize the importance of understanding the diversity of others, and to appreciate the value of these relationships.

Participants will learn how to: ■ Identify actions that help earn respect from diverse team-

mates ■ Recognize the feelings of distress that lead to a negative

work environment

■ Identify different approaches to achieving team goals ■ Apply guidelines for effective communication in a diverse

team ■ Define positive new habits at work that enable “coming to-

gether” instead of “drifting apart”

Ethics in the 2020 Global WorkplaceTraining Hours: 8 Hours

Course Description:Ethical behavior forms the basis of human life and is a core value of our society. Ethics greatly influences the outcome of our every action in life and at work. This course stresses how upholding ethics promotes a better working environment and at the same time a good reputation for the business. Encouraging ethical behavior in the global workplace results in greater productivity.

Participants will learn how to: ■ Understand the proper code of conduct expected in the

workplace ■ Distinguish between an ethical dilemma and an ethical lapse ■ Decode the company’s current code of conduct ■ Handle ethical issues that arise ■ Identify 10 work ethics traits

Managing Challenges in the WorkplaceTraining Hours:8 Hours

Course Description:This course is designed to help participants understand the nature of change at home and in the workplace and how to manage resulting conflict and stressful situations. They will learn to handle difficult people with appropriate behaviors, and to use positive coping mechanisms including humor.

Participants will learn how to: ■ Understand the nature of change ■ Take appropriate actions when dealing with personal and

workplace changes ■ Keep a positive attitude in the face of change and uncer-

tainty ■ Create win-win solutions to address personal and workplace

conflicts ■ Use appropriate coping mechanisms for stressful situations ■ Use humor as a stress-buster

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Managing Change in the “2020” EnvironmentTraining Hours: 4 Hours Course

Description:Dealing with change at work can be difficult no matter what form the change takes. A new job, a merger, reorganization, a new boss, or a downsizing — change means leaving the known for the unknown. Facing the unknown can be a challenge for most of us. Research shows that psychological transitions made by people impacted by change are much more difficult than the situational changes made by companies or organizations. Participants of this course will examine William Bridge’s three stages of change and how these stages affect us.

Participants will learn how to: ■ Examine the change model ■ Assess their skills and capacities for managing change ■ Deal with change in positive and proactive ways ■ Understand the dynamics of how corporate change impacts

their personal lives ■ Develop skills for learning and growing through the adver-

sity of change ■ Examine their role and responsibility to themselves and the

team for making changes work ■ Regain traction during and after change ■ Explore strategies to discover and take advantage of new

opportunities

Strategies for Coping with Difficult People Training Hours: 4 Hours

Course Description:In an ideal world, difficult behaviors would not be tolerated at work, but in reality dealing with difficult people is a part of everyday work life. The stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and reluctance to come to work. Utilizing interactive exercises, participants learn to deal with tough people and situations. Participants will develop strategies that enable them to be effective and positive service providers.

Participants will learn how to: ■ Separate the personalities of the people involved from the

issues in question ■ Develop empathic listening skills to consider each other’s

position rather than declaring a winner and a loser ■ Identify the points of disagreement to be resolved ■ Develop creative approaches to achieve solutions ■ Make adjustments as circumstances change



Basics of Mobile LearningTraining Hours: 4 Hours

Course Description:Mobile learning (often abbreviated M-learning) is a relatively new social phenomenon, defined as any type of learning facilitated through a mobile learning device (MLD). An MLD can be a cell phone, laptop, e-reader, tablet, or any mobile technology with internet access.

Participants will learn how to: ■ Provide a clear definition of M-learning ■ Determine the difference between M-learning and E-learn-

ing ■ Use their phone to access examples of mobile content ■ Identify opportunities for mobile learning in their organiza-

tion ■ Understand the kinds of content and learning that work best

on a mobile device ■ Distinguish the different types of M-learning devices

How to Use Social Media: Learn or Be Left BehindTraining Hours: 4 Hours Course

Description:Lifelong-Learning is the name of the game, and employees will learn in new environments other than a traditional classroom. This will require independence and motivation as they use video games, blogging, social networks, and other technologies to learn and thrive in a networked world without boundaries.

Participants will: ■ Review Linked-In, Facebook, and Twitter ■ Review the etiquette for social networking sites and ways to

ascertain/maintain their credibility at these sites ■ Brainstorm the content of their profiles for LinkedIn to pres-

ent a professional image ■ Join LinkedIn, post profiles, and determine contacts they

will seek for endorsement of their skill sets ■ Establish Twitter and Facebook accounts

Impact of Social Media Tools in the WorkplaceTraining Hours: 4 Hours

Course Description:Social media is a powerful tool that is changing the way people work and communicate. This overview course provides participants with an introduction to a variety of social media tools that are being used by telecommunications companies to connect in new, different, and interactive ways both inside and outside of the company. Social media such as Facebook, Twitter, Instagram, Tumblr, Wiki, etc., are 2020 technologies that enable individuals to create, collabrate, and share communications with audiences of all sizes. Participants of this interactive course will explore working in a mouse-on environment, the possibilities and limitations of social media tools in the corporate environment, how organizations are using social media, such as AT&T tSpace, to transform their business communications, and best practices in social media communications. This overview course will also address how social media integrates with other emerging technologies such as mobile technology and cloud computing.

Participants will learn how to: ■ Develop a practical understanding of social media tools in-

cluding Facebook, Twitter, Instagram, Tumblr, and Wiki ■ Compare and contrast the purpose and features of different

types of social media, including blogs, social networks, wiki, and photo and video sharing sites

■ Develop skills to effectively utilize multiple forms of social media both professionally and personally

■ Gain insight into how organizations are using social media internally to collaborate

■ Examine how corporate America is leveraging social media to connect and engage their customers

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Virtual Collaboration Tools and TechniquesTraining Hours: 8 Hours

Course Description:This workshop is intended to provide the skills required to operate in a virtual environment either as a team member or in a supporting role. The challenges of handling differing priorities and multiple bosses in such an environment can be substantial, but there are techniques to assist in handling these challenges effectively.

Participants will learn how to: ■ Manage the challenges of virtual collaboration ■ Develop a global mindset ■ Use collaboration technologies ■ Use effective virtual communication techniques ■ Facilitate and participate in virtual meetings

Virtual Learning: Tools and Technologies for the Global 2020 WorkforceTraining Hours: 4 Hours

Course Description:Online learning is fast becoming one of the top ways to learn. Not only has the business world embraced the technology but so has the educational world. This course is the first step in learning how to participate in Alliance Live online courses and the Blackboard Collaborate environment, but is equally applicable to online learning in general. The course will walk participants through the many aspects of online learning, and provide a preview of what the online learning experience is like while preparing them to fully participate in online courses.

Participants will learn: ■ Virtual platforms — Blackboard Collaborate and others ■ How to use Online Tools ■ Effective and Appropriate Online Communication Skills ■ Motivation and Independence ■ Internet Terms ■ Security Issues

Working in a Virtual EnvironmentTraining Hours: 8 Hours

Course Description:Predictions are that the work environment of the future will not be an office in a building owned by a company, but work will be dispersed in people’s homes. With technological advances and lower costs for the technology, the work can be done from anywhere, creating a new team dynamic. This practical and interactive course provides real-world tools to bring together a virtual group of people.

Participants will learn: ■ The differences between working in a virtual team and be-

ing a part of a face-to-face team ■ Insights into the growing importance and complexity of

working virtually by delving into the lessons learned by oth-ers

■ How personal style will enable and sustain a virtual team ■ Identify constructive and destructive behaviors that can en-

ergize or discourage the collaboration required for a virtual team to be successful

■ Techniques and methodologies to support positive interac-tions, concise communications, and collaborative problem-solving to solidify the processes and procedures to be used by the team

■ Real-world team situations through experiential exercises designed to emulate the virtual environment in a controlled and educational format



Converting Prospects to CustomersTraining Hours: 8 Hours

Course Description:Effective lead generation remains a major hurdle, with less than half of all leads resulting in an initial discussion with a customer, according to a 2013 Accenture report, “Top Five Focus Areas for Improving Sales Effectiveness Initiatives.” This lively hands-on course is critical to every sales professional and organization. Convert prospects to customers quickly and more effectively with these tips. Boost revenue with key selling strategies. Establish trust and credibility in lead generation, sales conversion, and customer loyalty.

Participants will learn how to: ■ Identify additional sales opportunities with the right ques-

tions ■ Increase revenue with cross-selling and upselling techniques ■ Coordinate more consistent lead generation and sales be-

tween marketing, sales, and customer service areas ■ Implement highly effective listening skills to provide and ad-

dress prospect issues or “resistance” ■ Secure face time with prospects, and then quickly convert

them to customers

Techniques and Behaviors for Retention and Sales Success Training Hours: 8 Hours

Course Description:In today’s tough economy where people carefully evaluate how to spend their money, the sales profession is becoming more competitive. This motivational and engaging sales course will equip sales teams with the right skills and techniques to simplify the sales process so they can effectively retain the customer and close the sale. Participants will learn to accomplish results through self- analysis, exercises, role-play, group discussions, lecture, and an understanding of customer personality profiles using the DiSC Behavioral Model. Presented in a highly interactive workshop environment, this course will equip participants with refined sales skills to achieve sales success and improve performance.

Participants will learn how to: ■ Build rapport/Greet and acknowledge ■ “Stop, Think, and Listen” ■ Develop a customer relationship instantly — usually in less

than 15 seconds ■ Listen empatically — hearing beyond the customer’s words

empathically ■ Utilize fact-finding and problem identification ■ Apologize when appropriate ■ Propose alternate solutions ■ Focus on solutions that best meet the customer’s needs ■ Resolve the initial request

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Understanding Prospects and Gaining CustomersTraining Hours: 8 Hours

Course Description:You know that you are more likely to sell again to a current customer. In fact, you have a 60–70% chance of doing so, according to Marketing Metrics. However, selling to a prospect isn’t as likely: The same source noted that the probability of selling to a new prospect is just 5–20%. Discover the secrets to turning a “no” or a “maybe” into a “yes” quickly.

Participants will learn how to: ■ Refine their listening skills, so they really hear the custom-

er and can employ the most effective strategies for solving their problems

■ Apply the best methods for engendering trust and confi-dence, so the prospect will feel comfortable buying from you

■ Tap into the prospect’s mindset at each stage of the selling process

■ Address the most common obstacles in getting prospects to say “yes”

■ Determine the right time to “close” the sale ■ Apply the key attributes that help customers feel heard,

understood, and appreciated



Basic Telecommunication Technologies (BTT)Training Hours: 12 Hours

Course Description:Participants of this introductory course will gain a solid understanding of telecommunications concepts and telecommunications vocabulary. They will bust the buzzwords, demystify the jargon, and understand how it all fits together. Also, participants will learn the foundational core terms, concepts, and skills for 2020 convergence technologies. This entry level course is a perfect starting point for your 2020 educational career track.

Participants will learn:Module 1: Basic Telecommunications

■ Explore the history of telecommunications ■ Explore the role of the Telecommunication Industry ■ Explores analog and digital concepts, and introduces tele-

communications fundamentals. ■ Explore standards and terminology in Telecommunications

Module 2: Basic Data Communications ■ Introduces the technology of network architecture, packet

switching, fiber optics, data communication channels and data communication devices

■ Develop knowledge of Network Access and Service capabili-ties with a basis in the OSI model

■ Explore standards and terminology Module 3: LAN’s & WAN’s

■ Learn the role of network protocols in modern networks ■ Understand the common hardware used in today’s networks ■ Develop a critical understanding of the concepts and tech-

nology of LAN topologies, information transfer, transmission techniques, media standards and network management

Module 4: VoIP ■ Develop knowledge of Voice over Internet Protocol (VoIP) ■ Basic understanding of H.323, SIP, Media Gateways, MeGaCo ■ Basic understanding of converting Analog to Digital ■ Basic understanding of compression and Codec ■ Introduction to QoS and packet handling

Module 5: Introduction to Cloud Computing (terms and very basic concepts)

■ What is cloud computing? ■ Cloud Characteristics ■ Benefits of Cloud Computing ■ Risk of Cloud Computing ■ Understanding security options

Introduction to 2020 TechnologiesTraining Hours: 2 Hours

Course Description:Every day we hear the words all-IP, all-Wireless, and all-Cloud. What do these terms really mean? In this 2-hour overview class, examine these technologies and others that make up the 2020 plan. In addition, participants will review The Alliance’s 2020 integrated training approach to building technology workplace skills. Participants will be encouraged to examine The Alliance Training Model with regard to Where Do I Start?, What Should I Do?, Where Do I Fit In?, and Is Technical Training for Me?

Participants will learn: ■ 2020 core terms, concepts, and workplace skills including

Networking, Voice over IP (Ethernet), Cloud, Cybersecurity, Big Data, Fiber, and Wireless

■ The Alliance 2020 Training Model

Introduction to Cloud Computing – Part 1Training Hours: 4 Hours

Course Description:With the cloud’s ability to expand and adapt to accommodate rapidly changing business needs, organizations like AT&T are looking to this exciting new technology and its benefits. The first part of this course provides participants with the details of cloud computing and how it is revolutionizing every aspect of IT, including hardware, carrier networks, operating systems, and applications. Participants will learn about Voice over IP (VoIP) cloud services and the network components supporting the architecture, as well as the service models used. The course presents effective implementation strategies to build and deploy applications in the cloud. Participants will leave this workshop with an in-depth understanding of cloud computing and how it can be used to benefit organizations large and small.

Participants will learn: ■ Fundamentals of cloud computing terminology and con-

cepts ■ Basics of virtualization ■ Elasticity, resiliency, on-demand, and measured usage ■ Benefits, challenges, and risks involved with cloud comput-

ing platforms and services ■ The cloud in AT&T’s Domain 2.0 and cloud delivery models

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Introduction to Cloud Computing – Part 2Training Hours: 6 Hours

Course Description:In the second part of this foundations course participants will expand their knowledge of how cloud computing is revolutionizing every aspect of IT, including hardware, carrier networks, operating systems, and applications. They will see how the cloud in AT&T’s Domain 2.0 architecture is critical to the AT&T 2020 plan. The role of Multi-Protocol Label Switching (MPLS) will be explored. Participants will learn about the strategies behind AT&T’s cloud-based data and voice solutions — NetBond, VPN, SIP, and more — and how they can be implemented. Participants will also learn about AT&T M2X services and the managed time-series data storage service, network connected machine-to-machine (M2M) devices, and the industrial Internet of Things (IoT).

Participants will learn: ■ Cloud computing components that establish architectural

building blocks ■ AT&T’s cloud architecture ■ The role of Multi-Protocol Label Switching (MPLS) in the

cloud ■ Cloud-based data and voice service solution strategies and

implementations ■ Network connected machine-to-machine (M2M) devices

and the industrial Internet of Things (IoT) ■ Cloud storage services, technologies, and approaches

Prerequisite: Introduction to Cloud Computing - Part 1

Introduction to Project ManagementTraining Hours: 4 Hours

Course Description:We are all project managers on a regular basis. Sometimes this happens in our workplace; often it is at home while parenting or in community service. At the end of this overview course, participants will grasp the way projects begin and flow, and how to identify and address potential weaknesses and challenges. Participants gain an understanding of the project management process and learn approaches to achieve successful project performance. This course is not a component of the Project Management Institute (PMI) certification program, but it will review the two primary PMI certifications and their respective requirements.

Participants will learn: ■ The fundamentals of project management ■ How to design a project ■ Project management cycles ■ How to assess and evaluate criteria ■ Tools to effectively manage a project ■ The Project Management Professional (PMP) and Certified

Associate in Project Management (CAPM) requirements



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The Alliance 80 Cottontail Lane - Suite 320

Somerset, NJ 088731.800.323.3436


Due to advances in technology and changing needs of the workforce, course offerings and content are subject to change.

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this page intentionally left blank - · PDF fileWriting Effective Business E-mail, Letters, ... Team Building in Today’s Changing Environment 8 9 ... realistic goals serve as the