US ARMY Skillsoft Army eLearning COURSE CATALOG

8/2/2019 US ARMY Skillsoft Army eLearning COURSE CATALOG

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page 1 SkillSoft program listingSkillSoft Corporation 2010 Information subject to change.

Army e-Learning Program Listing as of 5/1/2011SkillSoft is an international producer and distributor of interactive server-based training solutions. The company offers thousands of hours of

programming covering application development, system administration, office systems, business skills, interpersonal skills, etc.To register for access, go to AKO at www.us.army.mil > Self Service > My Education > Army e-Learning Portal Page >

New User Link

Program AdministrationPrimary POC Email: ..................... [email protected]

Leslie A. York ...................................................... 703-704-2747Kimberly Berry ..................................................... 703-704-2933

COR and Project Director ................................. Stanley C. Davis

SkillSoft Account Consultant .................... [email protected]

Access Information

Registration: AKO > Self Service > My Education > Army e-

Learning

Access URL: .................................. https://usarmy.skillport.com

Help Desk Information

AKO: www.us.army.mil or call 1-866-335-2769 (DSN 312-654-4357)ATRRS: http://www.atrrs.army.mil/help or call 703-695-2060 (DSN225-2060)

Army e-Learning Program Administration:Email: ............................................... [email protected]

Phone: .......................................... Program Administration Above

SkillSoft Technical Support 24x7: .................... 1-888-562-4777Dedicated e-Mail: ............ [email protected]

Notes and Legends:

> * = In development as of 5/1/2011. Subject, titles and estimated

hours are subject to change/cancellation prior to release.> (#) = Special usage and ordering conditions apply.> (a) = program does not contain an assessment and does not export

completion/certificate data.> Final Exams are content elements designed specifically forcollege credit exam testing.

> (z) = This program remains available for usage as is. Nomaintenance, mentoring nor support is available.> tbd = to be determined.> (ACE) = Number of college credits recommended by ACE.

Procedures for obtaining college credits for these courses can be foundat AKO >> MyEducation >> Army e-Learning Portal Page.> For the latest changes please reference the Product StrategyRoadmap and Content Development Roadmap documents.

SkillSoft courseware content described herein is for information purposes

only and is subject to change without notice. SkillSoft has no obligation or

commitment to develop or deliver any future release, upgrade, feature

enhancement or function described in this document except as specifically se

forth in a written agreement.

SkillSoft, the SkillSoft logo, Ahead of the Learning Curve, SkillPort, Search

and-Learn, SkillChoice, SkillSim, Books24x7, Referenceware, ITPro

BusinessPro, OfficeEssentials, GovEssentials, EngineeringPro, FinancePro

AnalystPerspectives, ExecSummaries, ExecBlueprints, ExecSuite

ManagerSuite, Well-BeingEssentials, HospitalityPro, SkillBlend, ExpertCerts

Express Guide, Dialogue, and Enterprise Learning Connection are

trademarks or registered trademarks of SkillSoft PLC in the United States and

certain other countries. All other trademarks are the property of theirespective owners.TABLE OF CONTENTS WITH LINKS ON NEXT PAGE.
mailto:[email protected]:[email protected]://usarmy.skillport.com/http://www.us.army.mil/http://www.atrrs.army.mil/help%20or%20call%20703-695-2060mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.atrrs.army.mil/help%20or%20call%20703-695-2060http://www.us.army.mil/https://usarmy.skillport.com/mailto:[email protected]:[email protected]://www.us.army.mil/


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Table of Contents

SKILLSOFT ENTERPRISE LEARNING

CONNECTION ........... .......... ........... .......... .......... 3CONNECTED LEARNING DEFINED .................................. 3KNOWLEDGECENTERCONNECTION............................... 3

NEW CONTENT TYPES .................................................... 3The Business Exploration Series .............. ........... ...... 3Business Impact Series .......... .......... ........... .......... ..... 3Challenge Series ......... ........... ........... .......... ........... .... 3

BUSINESS SKILLS CURRICULA ............................ 5ADMINISTRATIVE SUPPORT CURRICULUM ..................... 5BUSINESS ANALYSIS CURRICULUM ............................... 5BUSINESS LAWCURRICULUM ....................................... 5COMMUNICATION CURRICULUM.................................... 5CONSULTING SKILLS CURICULUM ................................. 7CUSTOMERSERVICE CURRICULUM................................ 8FINANCE &ACCOUNTING CURRICULUM........................ 9

FOUNDATION SKILLS CURRICULUM............................. 10HUMAN RESOURCES CURRICULUM .............................. 10INDUSTRY FOUNDATIONS CURRICULUM...................... 11LEADERSHIP CURRICULUM.......................................... 12MANAGEMENT CURRICULUM ...................................... 12MARKETING CURRICULUM .......................................... 15OPERATIONS CURRICULUM.......................................... 15PERSONAL DEVELOPMENT CURRICULUM .................... 17PROGRAM MANAGEMENT CURRICULUM ..................... 19SALES CURRICULUM.................................................... 21STRATEGIC PLANNING CURRICULUM........................... 22TEAM BUILDING CURRICULUM.................................... 22

DESKTOP SKILLS CURRICULA ................. .......... 23DESKTOPCOMPUTERSKILLS .......... .......... .......... 23

Best Practices for Desktop Users .......... .......... ........ 23Microsoft Operating Systems........... ........... .......... ... 23Internet Skills ........... .......... ........... .......... ........... ...... 23E-Mail and Groupware ........... .......... ........... .......... . 23Microsoft Office 2010 .......... ........... .......... ........... .... 23Microsoft Office for mac2011.......... ........... .......... ... 25Microsoft Office 2007 .......... ........... .......... ........... .... 25Microsoft Office 2003 .......... ........... .......... ........... .... 27

Microsoft Office XP ......... ........... ........... .......... ........ 29Business, Reporting, and Related Tools .......... ...... 30

IT PROFESSIONAL SKILLS CURRICULA .......... 31OPERATINGSYSTEMSANDSERVER

TECHNOLOGIES ...................................................... 31Operating System and Server Fundamentals ....... ... 31Microsoft Certified Desktop Support Technician

(MCDST) ................................................................. 32Microsoft Windows 7 ........... ........... .......... ........... .... 32CLOUD COMPUTING ........................................... 33VMWare .................................................................. 33Microsoft Windows Vista .......... ........... .......... .......... 33Microsoft Windows XP .......... .......... ........... .......... ... 33Microsoft SYSTEM CENTER................. .......... ........ 34Microsoft Windows Server 2008 .......... .......... .......... 34Microsoft (.NET) Windows Server 2003 .......... ........ 35Microsoft Servers .................... .......... ........... .......... . 37Oracle Application Server .......... ........... .......... ........ 39Sun Solaris 9 ............................................................ 40Sun Solaris 10 .......................................................... 40Linux .......... .......... ........... .......... ........... .......... .......... 40UNIX ........................................................................ 41

SECURITY&NETWORKTECHNOLOGIES ......... 41Internet and Network Security ......... ........... .......... ... 41Internetworking .......... ........... .......... ........... .......... ... 42Data Communications ........... .......... ........... .......... ... 42Wireless Communications ....................................... 43Network Protocols .......... .......... ........... .......... .......... 43EMC ............. ........... .......... ........... .......... ........... ...... 43Cisco ........................................................................ 43Cisco Certified Network Associate (CCNA) ............ 44

SOFTWAREDEVELOPMENT ......... ........... .......... ... 48Software Development Principles ................. .......... 48Software Development Tools .......... .......... ........... .... 48Java .................. .......... ........... .......... ........... .......... ... 49


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Microsoft.NET Software Development Tools .......... 49Languages............ ........... .......... ........... .......... .......... 52

WEBDESIGN AND DESKTOP PUBLISHING................. 53Adobe Design Tools .......... .......... ........... .......... ........ 53Other Design Tools ........... .......... ........... .......... ........ 54Other Scripting Languages ........... .......... ........... ...... 54

ENTERPRISEDATABASESYSTEMS ......... .......... . 54Systems and Database Design .................. ........... .... 54Oracle Database Systems ......... ........... .......... .......... 54Oracle 11g ............................................................... 55Oracle 11i ........... .......... ........... .......... ........... .......... . 57Oracle 10g ............................................................... 58Microsoft Database Systems ........... .......... ........... .... 59

ENTERPRISERESOURCEPLANNINGSYSTEMS 60SAP .......................................................................... 60

ITBUSINESS ............................................................. 61IT-Business .......... ........... .......... ........... .......... .......... 61Project Management .......... ........... .......... ........... ...... 62Team Building ......................................................... 64

BUSINESS ANALYSIS CURRICULUM ............................. 64BOOKS24X7.COM .............. ........... .......... ........... .... 65

ANALYSTPERSPECTIVES COLLECTION ......................... 65

Statistics (3,242 Titles 28 Imprints) .......... .......... . 65BUSINESSPRO COLLECTION ......................................... 65

Statistics (7,203 Titles 222 Imprints) ......... .......... 65ITPRO COLLECTION..................................................... 65

Statistics (10,136 Titles 171 Imprints) ........... ...... 65OFFICEESSENTIALS COLLECTION................................. 65

Statistics (572 Titles 36 Imprints) ........... .......... ... 65WELL-BEINGESSENTIALS ............................................ 65

Statistics (1,224 Titles 78 Imprints) .......... .......... . 65GENERAL INFORMATION .................................... 65

SKILLSOFT CLIENT COMMUNITY ................................. 65CUSTOM CURRICULA ................................................... 65

Army Organization Custom Learning Paths ........... 65COLLEGE CREDITS ....................................................... 65PROFESSIONAL CREDIT PROGRAMS .............................. 65CURRICULAMAPPINGSAVAILABLE ....... .......... 66OPM-EXECUTIVE CORE QUALIFICATIONS (OPM-ECQ)

..................................................................................... 66CLINGER-COHEN CIOCOMPETENCIES......................... 66GS-2210: INFORMATION TECHNOLOGY MANAGEMENT 66

NIST800-16INFORMATION TECHNOLOGY SECURITY

LIBRARY MAPPING ...................................................... 66CERTIFICATIONS SUPPORTED .......................... 66

SKILLSOFT ENTERPRISE LEARNINGCONNECTION

CONNECTED LEARNING DEFINED

Todays challenge is to connect the strategic goals of theorganization to the needs of individual learners. SkillSoft calls thisapproach Connected Learning. Learning becomes the connectivetissue between the organization mission and the employees

charged with carrying it out.

KNOWLEDGECENTER CONNECTION

KnowledgeCenters do the work of organizing content for easyaccess to what is needed, at the time of need. With trainingroadmaps designed to match a variety of interests and skill levels,

around-the-clock expert advice and ongoing automatic contentupdates, KnowledgeCenters make it effortless for you to supportdevelopment in critical subject areas. A wealth of comprehensivereference material and certification-focused resources help

learners gain and maintain expertise in focused areas, whether as abeginner or at an advanced level. Hands-on coding experience isbe included as applicable. The KnowledgeCenter template(sometimes known as Training in a Box) can also be

customized for in-house requirements.

# - KnowledgeCenters are licensed individually

Business Professionals KnowledgeCenters

Leadership (US, UK) Project ManagementIT Professionals KnowledgeCenters

DoD 8570.1 Microsoft MCSE & MCSA CertificationNEW CONTENT TYPES

THE BUSINESS EXPLORATION SERIESThe combined Business Impact and Challenge Series (also knownas the Business Exploration Series) has been added to theBusiness Library and are included as available assets within their

applicable content area within this catalog. PLEASE NOTE:These are not courses and do not produce a completion certificate.

BUSINESS IMPACT SERIESA set of concise, scenario based vignettes, created with the learnerin mind, are a part of various KnowledgeCenter Portals. In adeparture from traditional courseware, this content is designed to

engage the learner in rich content, including video and Flash.They provide takeaways that can impact common business

problems such as Web links for additional information, bookssuggestions from the Books24x7 collection and others.

CHALLENGE SERIESThese are role-based content designed to enable problem analysisand solution definition. As part of a KnowledgeCenter, they

involve and interact with the student.


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Program Title (hours) .....................................Product Number

BUSINESS SKILLS CURRICULA

ADMINISTRATIVE SUPPORT CURRICULUM

Essential Skills for Administrative Support ProfessionalsRepresenting Your Boss (1.0) ..................... ad_01_a01_bs_enusCommon Administrative Support

Tasks (1.0) ............................................... ad_01_a02_bs_enusMaximizing Your Relationship with

Your Boss (1.0) ....................................... ad_01_a03_bs_enusInteracting with Others (1.0)....................... ad_01_a04_bs_enus

Putting Your Best Foot Forward (1.0) ........ ad_01_a05_bs_enusEssential Skills for Administrative

Support Professionals SkillSim (0.5) ........................ AD001A

BUSINESS ANALYSIS CURRICULUM

Certified Business Analysis Professional (CBAP) BABOK

Guide V2.0 Aligned(exam CBAP)

Introduction to Business Analysis andEssential Competencies (2.0) ....................ib_buap_a01_it_enus

Introduction to Business AnalysisPlanning (2.5) ............................................. ib_buap_a02_it_enus

Planning Business Analysis Communicationand Monitoring ..........................................ib_buap_a03_it_enus

Business Analysis Requirements

Elicitation ...................................................ib_buap_a04_it_enus

Business Analysis RequirementsManagement and Communication ............ ib_buap_a05_it_enus

Enterprise Analysis .......................................ib_buap_a06_it_enusIntroduction to Requirements Analysis ........ib_buap_a07_it_enusVerify and Validate Requirements ...............ib_buap_a08_it_enusSolution Assessment and Validation ............ib_buap_a09_it_enus

BUSINESS LAW CURRICULUM

Business Law Essentials*3 titles (1.0) ............................................................................... tbd

COMMUNICATION CURRICULUM

How to Write an Effective Internal Business CasePreparing a Business Case (2.5) .............. comm_01_a01_bs_enusWriting a Business Case (2.5) ................. comm_01_a02_bs_enusPresenting Your Case (2.5) ...................... comm_01_a03_bs_enus

Preparing an Effective InternalBusiness Case SkillSim (0.5) ................................. COMM001A

Business Interpersonal Communication Skills (z)Interpersonal Communications: The

Process (3.0) .......................................... comm_02_a01_bs_enusThe Mechanics of Communicating

Effectively (3.0) .................................... comm_02_a02_bs_enusWorkplace Communication Skills (3.0) .. comm_02_a03_bs_enus

Communicating for Results (3.5) ............ comm_02_a04_bs_enusLeadership Communication Skills (3.5) .. comm_02_a05_bs_enusResolving Conflict with Communication

Skills (3.0) ............................................. comm_02_a06_bs_enus

Program Title (hours) ......................................Product Number

Communicating for Contacts (3.0) ........... comm_02_a07_bs_enus

Business Interpersonal CommunicationSkills SkillSim (0.5) ............................................... COMM002A

Team Interpersonal CommunicationSkills SkillSim (0.5) ............................................... COMM002B

Communicating Effectively with the C Level*2 titles (1.0) ............................................................................... tbd

Listening EssentialsThe Basics of Listening (1.0) ................... comm_28_a01_bs_enusImproving Your Listening Skills (1.0) ..... comm_28_a02_bs_enusEffective Listening (a) ..........................................._pc_ch_lach030

Effective Listening (z)Listening Basics (1.0) ............................... comm_03_a01_bs_enusListening to Comprehend (4.0) ................ comm_03_a02_bs_enus

Higher Purpose Listening (1.5) ................ comm_03_a03_bs_enusEnhancing Listening Skills (2.0) .............. comm_03_a04_bs_enusEffective Listening SkillSim (0.5) ............................ COMM003A

Difficult Conversations*3 titles (1.0) ............................................................................... tbd

Working with and Managing Difficult People (z)Difficult People in the Workplace

Environment (3.0).................................. comm_04_a01_bs_enus

How to Work with AggressivePeople (3.0) ............................................ comm_04_a02_bs_enus

How to Work with Negative People

and Procrastinators (3.0) ........................ comm_04_a03_bs_enusHow to Work with Arrogant and

Duplicitous People (2.0) ........................ comm_04_a04_bs_enusWorking with and Managing Difficult

People SkillSim (0.5) ............................................. COMM004AEffective Communication with Difficult

Coworkers SkillSim (0.5) ...................................... COMM004BBlame Backfires Conquer Negative Thinking (a)_pc_bi_pfbi003

Reacting to Co-Workers Who Try TakingAdvantage (a) .................................................... _pc_ch_pfch003

Public Speaking Strategies*2 titles (1.0) ............................................................................... tbd

Basic Presentation SkillsPlanning a Presentation (1.0) ................... comm_33_a01_bs_enus

*2 more titles .......................................................................... tbd

Giving Successful Presentations (z)Presenting Successfully (3.0) ................... comm_05_a01_bs_enus

Delivering the Message (3.0) ................... comm_05_a02_bs_enusAvailable Presentations Resources (3.5) .. comm_05_a03_bs_enusGiving Successful Presentations SkillSim (0.5) ....... COMM005A

Attracting New Investors KeepingPresentations Focused (a) .................................... _pc_bi_fabi004

Running Effective Business Meetings*3 titles (1.0) ............................................................................... tbd
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The Effective Business MeetingThe Effective Business Meeting (2.5) ..... comm_06_a01_bs_enusLeading an Effective Business

Meeting (2.5) ......................................... comm_06_a02_bs_enusParticipating Effectively in a Business

Meeting (2.5) ......................................... comm_06_a03_bs_enusThe Effective Business Meeting SkillSim (0.5) ....... COMM006AWhen Too Many Meetings Are Just Too Much (a)_pc_bi_pfbi008Making Meetings Work (a) ................................... _pc_bi_pfbi018

Managing Meetings for Productivity andEffectiveness (1.0) (a) ........................................ _pc_ch_lach031

Conflict in the Workplace (z)Perspectives on Conflict in the

Workplace (3.5) .................................... comm_07_a01_bs_enus

Handling Conflict (3.5) ............................ comm_07_a02_bs_enusManaging Organization Conflict (3.5) .... comm_07_a03_bs_enusConflict in the Workplace SkillSim (0.5) ................. COMM007AManaging Workplace Conflict SkillSim (0.5) .......... COMM007BConfrontation: Whats the Best Approach (a)..... _pc_bi_mgbi009

Coping with Accusations in the Workplace (a) ... _pc_ch_lsch003Managing Conflict (a) ........................................... _pc_ch_lach009Manager to Manager Conflict (a) ......................._pc_ch_mgch003

Negotiation EssentialsWhat is Negotiation? (1.0) ....................... comm_24_a01_bs_enus

Planning for Negotiation (1.0) ................. comm_24_a02_bs_enusCommunicating (1.0) ............................... comm_24_a03_bs_enusPersuading (1.0) ....................................... comm_24_a04_bs_enus

Avoiding Pitfalls in Negotiation (1.0) ..... comm_24_a05_bs_enus*Negotiation Essentials SkillSim (0.5) ...................................... tbd

Getting the Results you Want: Negotiating to Win (z)Crafting Deals (2.5) ................................. comm_08_a01_bs_enusConnecting and Communicating (2.0) .... comm_08_a02_bs_enusThe Process of Negotiation (3.0) ............. comm_08_a03_bs_enus

The Dynamics of Interacting (2.0) .......... comm_08_a04_bs_enusNegotiating Inclusively (2.0) ................... comm_08_a05_bs_enus

What to Do When the Going GetsTough (2.0) ........................................... comm_08_a06_bs_enus

Mastering Negotiation (1.5) .................... comm_08_a07_bs_enusWinning Negotiation SkillSim (0.5) ......................... COMM008AEffective Body Language in Negotiations (a) ....... _pc_bi_pfbi013Location Does Matter (a) ...................................... _pc_ch_pfch002

Vendor Negotiations: Choosing the BestApproach (a) ...................................................... _pc_ch_lach032

Emotional Intelligence EssentialsWhat is Emotional Intelligence? (1.0) ..... comm_25_a01_bs_enusImproving Your Emotional Intelligence

Skills Self-awareness andSelf-management (1.0) ......................... comm_25_a02_bs_enus

Using Emotional Intelligence on the

Job (1.0) ................................................ comm_25_a03_bs_enus


Emotional Intelligence as Work (z)Defining Emotional Intelligence (2.0) ..... comm_09_a01_bs_enusEmotional Intelligence in the

Workplace (1.5) ..................................... comm_09_a02_bs_enusEmotional Intelligence and

Teamwork (2.0) ..................................... comm_09_a03_bs_enusIncreasing Emotional Intelligence (2.0) ... comm_09_a04_bs_enusEmotionally Intelligent Leadership (2.0) . comm_09_a05_bs_enusEmotional Intelligence at WorkSkillSim (0.5) ........ COMM009A

What is Emotional Intelligence? (a) ...................... _pc_bi_pfbi009

Professional Networking Essentials*2 titles (1.0) ............................................................................... tbd

Professionalism and Business EtiquetteStandard Business Etiquette (2.5) ............ comm_11_a01_bs_enusCommunication Business Etiquette (2.5) comm_11_a02_bs_enus

Etiquette at the Business Meeting (3.0) ... comm_11_a03_bs_enusBusiness Etiquette for Supervisors (2.5) .. comm_11_a04_bs_enusProfessionalism and Business Etiquette

SkillSim (0.5) .........................................................COMM011A

Business Etiquette in Introductions (a) ................. _pc_bi_pfbi001

Building Improved Work RelationshipsEffective Interfunctional

Relationships (2.5) ................................. comm_12_a01_bs_enusEffective Intercultural

Relationships (2.0) ................................. comm_12_a02_bs_enusEffective Intergender

Relationships (2.0) .................................comm_12_a03_bs_enus

Effective Relationships withCustomers (2.0) ..................................... comm_12_a04_bs_enus

Effective Relationships withBusiness Partners (3.0) .......................... comm_12_a05_bs_enus

Building Improved Work RelationshipsSkillSim (0.5) ......................................................... COMM012A

Getting Results without Direct Authority

Building Relationships andCredibility (1.0) ..................................... comm_27_a01_bs_enusPersuasive Communication (1.0) ............. comm_27_a02_bs_enusReciprocity (1.0) ....................................... comm_27_a03_bs_enus

Influencing Your Boss (1.0) ..................... comm_27_a04_bs_enus

Obtaining Results Without Authority (z)Getting Results by Building

Relationships (2.0) ................................. comm_13_a01_bs_enusResults and Teamwork Without

Authority (2.5) ....................................... comm_13_a02_bs_enusLeading Without Authority (3.0) ............. comm_13_a03_bs_enus

Creating Change, Gaining Allies (2.5) ..... comm_13_a04_bs_enusCommunicating to Get Results (2.5) ........ comm_13_a05_bs_enusObtaining Results from the Boss (3.0) ..... comm_13_a06_bs_enus

Getting Results With No AuthoritySkillSim (0.5) ......................................................... COMM013A

Influencing Key Decision Makers (a) .................... _pc_bi_lsbi015Influence and Persuasion (a) ................................._pc_ch_lach016
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E-mail Essentials for BusinessUsing E-mail and Instant Messaging

Effectively (1.0) .................................... comm_17_a01_bs_enusAddressing and Redistributing

E-mail (1.0) ........................................... comm_17_a02_bs_enus

Managing Your E-mail (1.0) ................... comm_17_a03_bs_enus

Telephone Essentials for BusinessEssential Skills for Professional

Telephone Calls (1.0) ............................ comm_18_a01_bs_enus

Writing Under Pressure*2 titles (1.0) ............................................................................... tbd

Business Writing BasicsKnow Your Readers and Your

Purpose (1.0) ......................................... comm_19_a01_bs_enus

How to Write Clearly andConcisely (1.0) ...................................... comm_19_a02_bs_enus

Editing and Proofreading (1.0) ................ comm_19_a03_bs_enus

Business Grammar BasicsParts of Speech (1.0) ................................comm_20_a01_bs_enusWorking with Words (1.0)....................... comm_20_a02_bs_enusThe Mechanics of Writing (1.0) .............. comm_20_a03_bs_enus

Punctuation (1.0) ...................................... comm_20_a04_bs_enusSentence Construction (1.0) .................... comm_20_a05_bs_enus

Common Usage Errors (1.0) .................... comm_20_a06_bs_enus

Interpersonal CommunicationCommunicating with Confidence (1.0) ... comm_21_a01_bs_enusTargeting Your Message (1.0) ................. comm_21_a02_bs_enusListening Essentials (1.0) ......................... comm_21_a03_bs_enusCommunicating Assertively (1.0) ........... comm_21_a04_bs_enus

Being Approachable (1.0) ........................ comm_21_a05_bs_enus*Interpersonal Communication SkillSim (0.50 ......................... tbd

Workplace Conflict

Recognizing and Responding toConflict (1.0) ......................................... comm_22_a01_bs_enusStrategies for Resolving Conflict (1.0) .... comm_22_a02_bs_enus

Fundamentals of Working with Difficult PeopleIdentifying Difficult People (1.0) ............ comm_23_a01_bs_enusHow to Work with Aggressive

People (1.0) ........................................... comm_23_a02_bs_enus

How to Work with NegativePeople (1.0) ........................................... comm_23_a03_bs_enus

How to Work with Procrastinators (1.0) . comm_23_a04_bs_enusHow to Work with Manipulative

People (1.0) ........................................... comm_23_a05_bs_enusHow to Work with Self-serving

People (1.0) ........................................... comm_23_a06_bs_enus

Dealing with Micromanagers (1.0) ......... comm_23_a07_bs_enus


Fundamentals of Cross Cultural CommunicationCulture and its Effect on

Communication (1.0)............................. comm_26_a01_bs_enusCommunicating Across Cultures (1.0)..... comm_26_a02_bs_enusImproving Communication in

Cross-cultural Relationships (1.0) ......... comm_26_a03_bs_enusCommunicating with a Cross-cultural Audience (a)_pc_bi_pfbi020

International Communications (z)

The Impact of Culture on Communication (2.5) ....... COMM0021The Art of Global Communication (3.5) ................... COMM0022Improving your Cross-cultural

Communications (3.0) ............................................. COMM0023

International Communications SkillSim (0.5) ........... COMM0020Cross-cultural Communications SkillSim (0.5) ........ COMM002SDispute Resolution in International Contracts (a) _pc_ch_lsch005

Communicate with Diplomacy and Tact*4 titles (1.0) ............................................................................... tbd

Living and Working Abroad in the United States*4 titles (1.0) ............................................................................... tbd

Constructive Feedback and CriticismGiving Feedback (1.0) .............................. comm_29_a01_bs_enus

Giving Constructive Criticism (1.0) ......... comm_29_a02_bs_enusReceiving Feedback and Criticism (1.0) .. comm_29_a03_bs_enus

Effective Use of Feedback for Business (z)An Essential Guide to Giving Feedback (2.5) ........... COMM0521

Coping with Criticism and Feedback (5.0) ................ COMM0522Giving Feedback to Colleagues (4.5) ......................... COMM0523Team Feedback: A Guide (4.0) .................................. COMM0524Giving Feedback: A Managers Guide (4.0) ............. COMM0525

Effective Feedback for Employees andColleagues SkillSim (0.5) ....................................... COMM0520

Effective Use of Feedback for TeamsSkillSim (0.5) .......................................................... COMM052S

Criticism in Context (a) ......................................... _pc_bi_pfbi016Giving Appropriate Feedback (a).........................._pc_ch_lach006

Anger Management EssentialsUnderstanding Anger (1.0) ....................... comm_30_a01_bs_enusManaging and Controlling Anger (1.0).... comm_30_a02_bs_enus

Anger Management in the Workplace (z)Experiencing Anger (5.0) ........................................... COMM0701Managing Your Anger (5.5) ....................................... COMM0702Managing Anger in the Workplace

SkillSim (0.5) .......................................................... COMM0700

CONSULTING SKILLS CURICULUM

Consulting With the External Client (z)Essentials of External Consulting (5.0) ........................ CONS0111The Client-Consultant Relationship (5.0) .................... CONS0112Diagnosing and Planning (4.0) ..................................... CONS0113

Managing Delivery (3.5) .............................................. CONS0114Evaluation and Review (4.0) ........................................ CONS0115Consulting with the External Client

SkillSim (0.5) ............................................................ CONS0110
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Consulting With the Internal Client (z)Essentials of Internal Consulting (4.0) ......................... CONS0121Internal Consulting Skills (3.5) .................................... CONS0122Establishing a Relationship with Internal

Clients (4.0) ................................................................ CONS0123

A Workable Solution for Internal Clients (4.0) ............ CONS0124Evaluating Internal Assignments (4.5) ......................... CONS0125Consulting with the Internal Client

SkillSim (0.5) ............................................................ CONS0120

Internal Consulting for the Technical Professional (z)The Technical Professional as Internal

Consultant (4.0).......................................................... CONS0131

Creating Effective Contracts (3.0) ................................ CONS0132Using Data as a Technical Professional

Consultant (4.0).......................................................... CONS0133Resistance and Technical Professional

Consultants (2.5) ........................................................ CONS0134

CUSTOMER SERVICE CURRICULUM

Customer Focus*3 titles (1.0) ............................................................................... tbd

Customer Service FundamentalsBuilding Rapport in Customer

Relationships (1.0) .................................... cust_09_a01_bs_enusCustomer Service in the Field (1.0) ............. cust_09_a02_bs_enus

Customer Service over the Phone (1.0) ....... cust_09_a03_bs_enusInternal Customer Service (1.0)................... cust_09_a04_bs_enusCustomer Service Confrontation and

Conflict (1.0) ......................................... cust_09_a05_bs_enusShaping the Direction of Customer

Service in Your Organization (1.0) ........ cust_09_a06_bs_enusThe Angry Caller: Whats Your Plan? (a) .......... _pc_bi_spbi016

Excelling at Customer Service (z)

Corporate Culture: Building the ServiceFoundation (3.0) ........................................cust_05_a01_bs_enus

The Fundamentals of ExceptionalCustomer Service (3.0) .............................cust_05_a02_bs_enus

The Customers Voice (5) ........................... cust_05_a03_bs_enusAdvancing Service Expertise (3.5) ..............cust_05_a04_bs_enus

Customers, Confrontation andConflict (5.0) ............................................. cust_05_a05_bs_enus

Overcoming Difficult ServiceSituations (4.5) .......................................... cust_05_a06_bs_enus

The EXCEL Acronym: Instilling ServiceExcellence (5.0) ........................................ cust_05_a07_bs_enus

Service Teams and Service Stars (5.0) ........ cust_05_a08_bs_enusExcel at Customer Service SkillSim (0.5) .................. CUST005AProviding Customer Service SkillSim (0.5) ................CUST005B

Aligning Performance to Key Indicators (a) .......... _pc_bi_ctbi007


Frontline Call Center Skills (z)The Call Center Industry (2.5) ...................................... CUST0111Call Center Communication Skills (4.5) ....................... CUST0112Call Center Customer Service (3.5) .............................. CUST0113Call Center Telephone Sales (3.0) ................................ CUST0114

Frontline Call Center Skills SkillSim (0.5) .................. CUST0110The Importance of Call Tracking and Ticketing (a)_pc_bi_ctbi003Creating an Effective On-hold Message (a)........... _pc_bi_ctbi008Aligning Agent Behaviors with Caller Types (a) .. _pc_bi_ctbi010

Determining Proper Expectation-managementTechniques (a) ...................................................._pc_ch_ctch001

Training Methods for CSRs in the CustomerContact Industry (a) ............................................_pc_ch_ctch002

Measuring Customer Satisfaction (z)Discovering What Your Customer Wants (2.5) ........... CUST0131Developing Customer Satisfaction Surveys (3.0) ......... CUST0132

Customer Satisfaction: Analysis andImplementation (2.5) .................................................. CUST0133

Measuring Customer Satisfaction SkillSim (0.5) ......... CUST0130

Internal Customer Service (z)Excellence in Internal Customer Service (5.0) .............CUST0141Working with Internal Customers (4.0) ........................ CUST0142Overcoming Internal Customer Service

Problems (3.5) ............................................................CUST0143Internal Customer Service: Conflict and

Complaints SkillSim (0.5) ......................................... CUST0140

Internal Customer Service Agent Skills (z)The Customer Service Agent in Action (4.5) ............... CUST0151Professional Skills for Customer Service

Agents (4.5) ................................................................ CUST0152Managing Challenges in Customer Service (5.0) ......... CUST0153

Cross-selling in a Customer Service Call (5.5) ............. CUST0154Customer Service Agent Skills SkillSim (0.5) ............. CUST0150

Technical Support Agent Skills (z)

The Contact Center and the Technical SupportAgent (4.5) .................................................................. CUST0161Technical Support Essentials (5.0) ................................ CUST0162Assessing Customer Behavior (4.5) .............................. CUST0163

Technical Support Agent Survival Skills (3.5) ............. CUST0164Technical Support Agent Skills SkillSim (0.5) ............ CUST0160

Managing a Customer-focused DepartmentIdentifying Your Customers Expectations (4.5) .......... CUST0171Using Surveys to Measure Customer

Satisfaction (3.0) ......................................................... CUST0172Bridge the Expectations Gap (4.5) ................................ CUST0173

Leading a Customer-focused Team (4.0)...................... CUST0174Managing a Customer-focused Department

SkillSim (0.5) ............................................................. CUST0170

Creating a Customer-focused Organization (a) ...._pc_ch_lach020

ITIL V3 OverviewCreating a Service Culture (2.0) .................. ib_ovvw_a01_it_enusIntroduction to the ITIL V3

Framework (2.0) ....................................... ib_ovvw_a02_it_enusCertification and Benefits (2.0) ................... ib_ovvw_a03_it_enus
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IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2(exam EXO-101)

Mentoring ITIL V3 Foundation (ITV3F) ........................ mntitv3fITIL and the Service Lifecycle (1.5) ............... ib_itlu_a01_it_enusService Strategy Fundamentals (2.0) ............... ib_itlu_a02_it_enus

Service Strategy Processes (1.0) ...................... ib_itlu_a03_it_enusService Design Fundamentals (1.5)................. ib_itlu_a04_it_enusService Design Processes (2.0) ........................ ib_itlu_a05_it_enusService Transition Processes and

Principles (2.0) .............................................. ib_itlu_a06_it_enusService Operation Principles and

Functions (1.0) .............................................. ib_itlu_a07_it_enusService Operation Processes (1.5) ................... ib_itlu_a08_it_enus

Continual Service ImprovementFundamentals (1.0) ....................................... ib_itlu_a09_it_enus

TestPrep ITIL V3 Foundation (ITV3F) ...............TPITV3F_ENG

ITIL v3 Intermediate: Operational Support & Analysis (OSA)(exam ITV3OSA)

Mentoring ITIL v3 Operational Support & Analysis .. mntitv3osaIntroduction to Operational Support and

Analysis (2.5) .............................................. ib_iosa_a01_it_enusIntroduction to Event Management (3.5) ...... ib_iosa_a02_it_enusIntroduction to Incident Management (2.5) .. ib_iosa_a03_it_enusIncident Management Interactions (3.0) ....... ib_iosa_a04_it_enus

Introduction to Request Fulfillment (2.0) ...... ib_iosa_a05_it_enusRequest Fulfillment Process Interfaces

And Challenges (2.5) .................................. ib_iosa_a06_it_enusIntroduction to Problem Management (3.0) .. ib_iosa_a07_it_enusProblem Management Process Interfaces

And Challenges (2.5) .................................. ib_iosa_a08_it_enusIntroduction to Access Management (3.0) .... ib_iosa_a09_it_enusIntroduction to the Service Desk (2.0) .......... ib_iosa_a10_it_enusService Desk Metrics and Outsourcing (1.5) ib_iosa_a11_it_enus

Introduction to Functions (2.5) ...................... ib_iosa_a12_it_enusFunction Activities (1.5) ................................ ib_iosa_a13_it_enusTechnology and Implementation

Considerations (2.5) .................................... ib_iosa_a14_it_enus

TestPrep ITIL v3 Operational Support andAnalysis ....................................................... ib_iosa_a01_tp_enus

Inbound Call Center Management (z)The Inbound Call Center (2.5) ...................................... CUST0211Inbound Call Center Management: Leadership (3.0)... CUST0212Inbound Call Centers: People Management (3.0) ........ CUST0213Inbound Call Center Technology (4.0) ......................... CUST0214

Performance Metrics for an Inbound CallCenter (2.5) ................................................................ CUST0215

Converting a Call Center to a Profit Center (a) ...... _pc_bi_ctbi001Managing Your Call Center More Efficiently (a) .. _pc_bi_ctbi002

Customer Service Training The Interview andBeyond (a) ............................................................ _pc_bi_ctbi004

Disaster Recovery Keeping the Lines Open (a) .. _pc_bi_ctbi005

Preventing Agent Absenteeism throughBetter Working Conditions (a) ............................ _pc_bi_ctbi006

Workforce Management Software Is ItWorth It? (a) ......................................................... _pc_bi_ctbi009

Prioritizing Rewards and Recognition in

Call Centers (a) .................................................... _pc_bi_ctbi011


Customer Service Representative, ProfessionalismThe Customer Service Representative (3.5) cust_06_a01_bs_enusSupport Center Services and Work

Environment (3.0)..................................... cust_06_a02_bs_enusTeam and Customer Relationships (3.0) ......cust_06_a03_bs_enus

Customer Service Representative, SkillsCustomer Interactions (3.5) ..........................cust_07_a01_bs_enusCommunication Skills (3.5) .........................cust_07_a02_bs_enusConflict, Stress, and Time

Management (3.5)......................................cust_07_a03_bs_enusCustomer Service Representative, ProcessCustomer Service Processes and

Procedures (3.0) .........................................cust_08_a01_bs_enus

Quality in a Support Center (3.5) .................cust_08_a02_bs_enusSupport Center Tools, Technologies

and Metrics (3.0)........................................cust_08_a03_bs_enusDealing with Irrational Customers

and Escalating Complaints (2.0) ...............cust_08_a04_bs_enus

FINANCE & ACCOUNTING CURRICULUM

Thinking Like a CFO*4 titles (1.0) ............................................................................... tbd

Finance and Accounting Essentials for Non-financialProfessionalsPrinciples of Accounting and Finance forNon-financial Professionals (1.0) ................fin_02_a01_bs_enus

Cash Flow Management Essentials forNon-financial Professionals (1.0) ................fin_02_a02_bs_enus

The Time Value of Money and Investment

Decisions for Non-financialProfessionals (1.0) .......................................fin_02_a03_bs_enus

The Essentials of Budgeting forNon-financial Professionals (1.0) ................fin_02_a04_bs_enus

Financial Statements for Non-financialProfessionals (1.0) .......................................fin_02_a05_bs_enus

Analyzing Financial Statements forNon-financial Professionals (1.0) ................fin_02_a06_bs_enus

Fundamental Finance for Non-finance Professionals (z)The Principles of Financial

Management (2.5)........................................fin_01_a01_bs_enus

The Basics of Budgeting (2.0)........................fin_01_a02_bs_enusManagement of Cash Flows (2.0) ..................fin_01_a03_bs_enusFinancial Statements (2.0) ..............................fin_01_a04_bs_enusIncreasing Cash Flow in Times of Need (a) .......... _pc_bi_fabi003

Whats Your Gross Profit Margin ReallySaying? (a) ........................................................... _pc_bi_fabi006

Recognizing the Value of Intangible Assets (a) .... _pc_bi_fabi007Recession: How it Affects Business (a) ................. _pc_bi_fabi008Assessing Nonrecurring Items in Income

Statements (a) ...................................................... _pc_bi_fabi009Deconstructing the Balance Sheet (a) .................... _pc_bi_fabi010The Time Value of Money: Possible Pitfalls (a) ... _pc_bi_fabi011Depreciation Methods (a) ..................................... _pc_ch_fach002

Using Financial Analysis for Credit Decisions (a)_pc_ch_lach012
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