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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    page 2 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

    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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    page 3 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

    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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    page 5 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

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

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    page 6 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

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

    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

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

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

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    page 7 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

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

    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

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

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

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    page 8 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

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

    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

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

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

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    page 9 SkillSoft program listingSkillSoft Corporation 2007 Information subject to change.

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

    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

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

    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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