Full Document 123

Saleh>>1>Communicating in Sales Teams
Overview:
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You already recognize that information is power, but do you understand the role that
communication plays in disbursing information? The success of organizations in today's
business climate depends on the fast, efficient dissemination of information, and that
can only come about through effective communication. This fact is true at the corporate
level, at the sales level, and indeed at every level of the company. At a time when rapid
change is now the norm, employees need information so that they can make the best
decisions quickly.In this course, you'll learn the sales manager's role in fostering
communication skills within the sales team environment. You'll learn about the
importance of encouraging your employees to use supportive listening and assertive
speaking techniques to enhance their performance. You'll also build your awareness of
communication barriers and how to use nonjudgmental language when communicating
with your team members.The course will provide information on how to make your sales
team meetings more effective by showing you how to create focused agendas and
successfully facilitate discussions. Finally, you'll learn about various types of written
communication and their appropriate use in certain situations. You'll also learn ways to
communicate with virtual sales team members who may be just down the hall, or on the
other side of the planet.
Target Audience:
Sales managers
Lesson:
Positive Sales Team Communication| - identify the benefits of using positive
February 8, 2009
communication strategies with members of a sales team.| - match communication
barriers with appropriate examples.| - match the supportive listening steps to
appropriate examples.| - correctly apply the supportive listening steps in a given
scenario.| - match assertive and nonjudgmental speaking strategies to examples. |
Leading Effective Sales Team Meetings| - recognize the benefits of leading effective
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sales team meetings.| - select examples of essential elements of a focused agenda. | -
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assess a given sales meeting agenda and make recommendations for improving the
focus of the agenda.| - match meeting facilitation strategies to appropriate examples of
tactics.| - apply strategies for facilitating sales team meetings in a given scenario.|
Successful Sales Team Communication Methods| - identify the benefits of using Page | 2
effective communication methods in sales teams.| - match communication channels
with examples of appropriate communication situations.| - match the guidelines of
communicating with a virtual sales team to examples.| - apply the guidelines for
communicating with members of a virtual sales team in a given scenario.|
Saleh>>2>Telesales Communications
Overview:
Since Alexander Graham Bell said, "Mr. Watson, come here, I want you," to his
assistant on March 10, 1876, the telephone has become the major person-to-person
communications tool. It has taken a place of dominance in the sales industry. As a
professional salesperson, it is vital that you have effective telesales techniques.As a
communications medium, the telephone has a dampening effect on our interpersonal
communications. This course will help compensate for this effect by introducing you to
the fundamentals of communicating over the phone and how to sell most effectively
over the phone. In this course, you will learn how to use the telephone to achieve
personal sales success. You will be given techniques that will guide your actions. You
will be given strategies that will help you compensate for the telephone's lack of
nonverbal cues. Since part of telephone communication requires listening, you'll be
asked in this course to listen for various verbal cues. For this reason, certain sections of
this course deviate from standard SkillSoft courses in that they present audio and audio
February 8, 2009
cues without accompanying text. You will require audio to take these sections of the
course.
Target Audience:
This series will be useful for learners beginning careers as sales professionals, as well
as for seasoned salespeople who are seeking to take their careers to the next level. As
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with all Sales University?? programs, this series is designed to meet learners where
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they are, and challenge them to stretch themselves to a higher plain of professional
excellence. This series will prepare learners to climb the next rungs on the ladder of
success.
Lesson: Page | 3
The Telephone as a Sales Tool| - recognize the benefit of understanding how the
telephone affects communications.| - recognize examples of actions that will alleviate
the negative impacts of the telephone on sales communications.| - recognize examples
of elements that will contribute to effective telephone preparation and communications.|
Telesales Strategies| - identify the benefits of using effective telesales strategies.| -
identify examples of the strategies that improve the effectiveness of a sales
professional's voice during sales calls. | - select the four aggressive listening strategies
of telesales from a list.| - apply the four aggressive listening strategies of telesales, in a
given sales situation.| - choose examples of effective conversational guidelines for
telesales.| - identify rules of appropriate telesales etiquette.| - use the rules of
appropriate telesales etiquette in a messaging and live sales scenario.|The Telesales
Call| - recognize the benefits of properly conducting a telesales call.| - identify the
variables used to calculate the financial and time cost of sales calls.| - calculate the
dollar value per call that must be reached to achieve a projected annual income.| -
select statements which accurately describe how outbound and inbound telesales calls
differ.| - apply the six success habits to effectively manage a given outbound telesales
call.| - apply the six-step skill set to effectively manage a given inbound telesales call.|
Saleh>>3>Communication Skills to Fast-track

Your Career February 8, 2009
Overview:
When it comes to communication, are you a high-speed modem or two tin cans and a
string? If you want to put your career on the fast track, you'll have to communicate with
the best of them. In this course, you'll sharpen your listening skills and improve your
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written and oral communication skills as well. Finally, you'll put it all together to produce
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audience-pleasing presentations. Communicate effectively and you'll move right up the
fast track.
Target Audience:
People who want to advance their careers Page | 4
Lesson:
Are You Listening?| - recognize the benefits of learning strong listening skills.| - identify
the ways to prepare to listen better.| - apply knowledge of listening skills to identify the
examples of steps to better listening.| - identify the examples of ways to apply listening
skills to improve job performance.|Improve Your Written Communication| - recognize the
importance of developing superior written communication skills.| - identify the steps to
writing effectively before writing a single word.| - identify the examples of rules for
effective written communication.| - identify the ways to use e-mail effectively.|Important
Aspects of Oral Communication| - recognize the value of developing strong oral
communication skills.| - apply knowledge about the listening techniques for breaking
through listening barriers to certain scenarios.| - apply knowledge of the use of body
language to reinforce verbal messages in certain scenarios.| - apply knowledge of the
techniques that improve telephone communications to specific scenarios.|Polishing
Your Presentation Skills| - recognize the benefits of developing presentation skills.| -
select the questions that help identify an attention-grabbing hook.| - use knowledge of
the steps to create a solid impromptu speech to select appropriate behaviors for
presentations.| - identify the tips for improving public speaking performance.|
Saleh>>4>Applying Your Field Sales Approach

February 8, 2009
Overview:
A unique quality of effective field sales representatives is their ability to assess their
customers' needs, determine sales opportunities, and access the decision makers--
often in one or two sales calls. Sound impossible? It's not if the sales professional
applies the essentials presented in Applying Your Field Sales Approach. This course
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provides sales strategies to change your customers' perceptions of you from vendor to
sales consultant by addressing these important factors: asking the right questions and
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listening to customer needs, avoiding actions that impede sales calls, identifying sales
opportunities, and targeting the decision makers.
Target Audience:
Field sales representatives engaged in face-to-face selling to large numbers of accounts Page | 5
located in assigned territories
Lesson:
Communicating Effectively with Your Customers| - recognize the benefits of using
questioning and listening skills to effectively communicate with customers.| - use
effective questioning techniques in a given scenario.| - match active listening techniques
to examples of each.|Accessing the Decision Maker| - recognize the benefits of
accessing the decision maker during a sales call.| - match the actions for dealing with a
gatekeeper with appropriate examples.| - apply the steps for cold-calling a decision
maker directly in a given scenario.|Evaluating Sales Opportunities during the Sales Call|
- recognize the benefits of accurately assessing the opportunity during a sales call.| -
match the two account assessment questions to their correct examples.| - apply the
steps for positioning a one-call approach in a given scenario.| - apply the steps for
positioning a multi-call approach in a given scenario.| - match the actions that impede
sales calls with examples of how to avoid them.|
Saleh>>5>Preparing for Outbound Sales Calls

Overview:
The most successful outbound sales calls begin long before the salesperson places the
call. Successful inside selling is all about planning and being prepared. Being prepared
means knowing what to expect from your customer and planning your responses. In this
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course, you will learn about the common perceptions customers have of salespeople.
You will also learn the three premises of the inside sales approach, the structure of this
approach, and the six buying roles. The course outlines the steps involved in precall
planning, including recognizing call types, creating call objectives and a call opening,
and preparing the account profile. The course also covers the strategies for questioning
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and listening that you can use in account profiling and provides strategies for avoiding
common temptations.
Target Audience:
Entry-level inside sales agents handling outbound sales calls Page | 6
Lesson:
The Inside Sales Approach for Outbound Calls| - recognize the value of the inside sales
approach for outbound calls.| - match the four performance levels of outbound sales
agents with examples.| - identify the premises of the inside sales approach.| - identify
the correctly ordered steps of the inside sales approach for outbound calls.| - match
each of the steps in the inside sales approach with its description.|Preparing for
Different Buying Roles in Outbound Calls| - identify the benefits of being able to
recognize the six buying roles encountered during outbound sales calls.| - match the
buying roles of contact, coach, and evaluator with the correct people in a given
scenario.| - match the buying roles of gatekeeper, decision maker, and user with the
correct people in a given scenario.|Precall Planning for Outbound Calls| - recognize the
importance of precall planning for outbound calls.| - match the six inside sales outbound
call types with examples.| - match specific call types with examples of appropriate
outbound call objectives.| - identify three specific strategies used to develop call
objectives.| - use strategies for developing outbound call objectives to determine
objectives for a given call scenario.| - develop a call opening for a given scenario that
incorporates all three essential elements.| - identify the four profile types.| - match the
four profile types with their associated questions for outbound calls.|Profiling Skills for
Outbound Calls| - recognize the importance of having strong profiling skills for outbound
calls.| - match types of questions with associated examples of each.| - use the effective-
questioning process to learn about a customer in a given outbound call scenario.| - February 8, 2009
apply active listening skills to learn about a customer in a given outbound call scenario.|
- analyze flawed outbound call scenarios to determine what went wrong and what could
have been done instead.|
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Saleh>>6>Preparing for Inbound Sales Calls
Overview:
Do you think selling means waiting for the phone to ring? A successful inside sales
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agent begins planning long before the customer calls. Successful inside selling is all
about being prepared, and that means thinking ahead on customer inquiries and
responses you will give. This course identifies the common perceptions that customers
have of salespeople. In the course, you will learn the three premises of the inside sales
approach, the structure of this approach, and the six buying roles. The course outlines
the steps involved in maintaining a superior level of call readiness, including recognizing
call types, creating call objectives and a taking-control statement, and preparing the
account profiler. The course also covers the strategies for questioning and listening that
you can use in account profiling and provides strategies for avoiding common
temptations.
Target Audience:
Entry-level inside sales agents handling inbound sales calls
Lesson:
The Inside Sales Approach for Inbound Calls| - recognize the value of the inside sales
approach for inbound calls.| - match the four performance levels of inbound sales
agents with examples of each level.| - identify the premises of the inside sales
approach.| - match each of the steps in the inside sales approach with its description.|
Buying Roles in Inbound Calls| - identify the benefits of being able to recognize the six
buying roles encountered during inbound sales calls.| - match the buying roles of coach,
contact, and user with the correct people.| - match the buying roles of evaluator,
gatekeeper, and decision maker with the correct people.|Call Readiness for Inbound
February 8, 2009
Calls| - recognize the importance of call readiness for inbound calls.| - match the five
inside sales inbound inquiry types with examples.| - identify examples of inbound call
objectives that meet the necessary criteria.| - apply the steps for taking control of an
inbound call in a given scenario.| - match the four profile types with their associated
questions for inbound sales calls.|Profiling Skills for Inbound Calls| - recognize the
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importance of having strong profiling skills for inbound sales calls.| - match types of
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questions asked in inbound calls with associated examples of each.| - use the effective-
questioning process to learn about a customer in a given inbound call scenario.| - apply
active listening skills to learn about a customer in a given inbound call scenario.| -
assess flawed inbound call scenarios to determine what went wrong and what could Page | 8
have been done instead.|
Saleh>>7>Communication Skills for Successful

Management
Overview:
Effective communication is a crucial component of your success as a manager. As a
technical professional, you developed various communication skills that helped you to
succeed. But, as a manager, you will need additional communication skills to be
effective. This course will examine various aspects of successful communication
strategies and skills. You will analyze the strategies of nonverbal communication,
listening, assertive communication, and writing and learn how to apply these strategies
appropriately. Thus prepared, you will enter your new role as a manager with the ability
to communicate more clearly and more effectively.
Target Audience:
This course is designed for technical professionals who are considering managerial
positions within their organizations.
Lesson:
Effective Listening Strategies| - recognize the benefits of effective listening as a
technical professional preparing for a management position. | - match the elements
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associated with a reciprocal communication model to an example of each. | - assess
whether technical professionals in a simulated dialogue effectively demonstrate the
appropriate cues for verbal and nonverbal listening.| - apply effective active listening
strategies in work-related situations. |Verbal and Nonverbal Communication| - recognize
the benefits of using appropriate verbal and nonverbal communication as a technical
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professional moving into a management position. | - identify the characteristics that

promote an influential image within a business setting.| - identify the attributes
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associated with a positive attitude.| - apply effective verbal strategies to promote
employee productivity in a given scenario.|Assertiveness Skills| - recognize the benefits
of assertiveness skills as a technical professional moving into a management position. |
- identify the steps in the assertiveness process. | - use appropriate assertiveness Page | 9
strategies with specific management scenarios. |Written Communication| - recognize
the benefits of effective written communications to improve management effectiveness.|
- match the purposes of written communication with corresponding examples.| -
evaluate business documents to recommend improvements for demonstrating effective
dynamic writing techniques in a given scenario. | - demonstrate clear and concise
writing techniques in a given situation. |
Saleh>>8>Interacting with the Customer

Overview:
Failing to realize the importance of customer service and effective complaint handling
leads to increasingly dissatisfied customers. Organizations need to be able to address
the needs of customers in an effective and efficient manner. This course is intended to
show the proper procedures and processes needed to provide effective customer
service: how to properly support a customer, how to overcome communication
problems, and how to use active listening. This course helps to prepare learners
interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS)
certification, which is targeted at individuals wishing to qualify to work in a customer
support center or help desk environment.
Target Audience:
February 8, 2009
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist
(CSS) certification; front line customer service and support agents seeking to acquire
new skills
Lesson:
Course Overview|Lesson Overview| - recognize the benefits of using effective
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communication skills|Elements of Communication| - classify examples of
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communication as formal or informal|Barriers to Communication| - apply common
methods to overcome the barriers to effective communication in a given scenario| -
identify the typical barriers to effective communication|Lesson Overview| - recognize the
benefits of using voice attributes to influence how you are perceived by customers| Page | 10
Effective Speaking Skills| - use effective speaking skills in a given scenario| - match
each technique for improving your speaking skills to its associated benefit|Vocal Cues| -
match positive and negative vocal cues with examples|Lesson Overview| - recognize
the benefits of having effective listening skills|Effective Listening| - recognize the
benefits to using the best practices of effective listening| - match factors that prevent
effective listening to the appropriate example|Using Active Listening| - use active
listening skills to deal with a customer in a given scenario| - match the classifications of
the mirroring behaviors involved in active listening to the appropriate example|
Paraphrasing| - apply appropriate paraphrasing skills to deal with a customer in a given
scenario| - recognize the benefits of paraphrasing|
Saleh>>9>Professional Skills for Customer

Service Agents
Overview:
As a customer service agent (CSA), the focus of your job is to solve customers'
problems within a short amount of time. To do this, you have to understand the optimum
methods for professionally processing a large volume of customers representing many
different personality types. This can be a challenging task. You can successfully handle
February 8, 2009
an agent's workload while satisfying customers by mastering a few vital skills.
"Professional Skills for Customer Service Agents" covers professional issues such as
call-center ethics and call protocol; procedures and techniques for handling calls and
gaining customer confidence; and questioning and listening skills to help you address
customer concerns more effectively. You will learn skills that help CSAs to efficiently
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and respectfully gather customer information and, where appropriate, take action to
place a customer on hold without offending the customer or losing the call. When
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combined, the behavioral skills covered in this course can lead to a more satisfying
work experience and increase your success rate as a customer service agent.
Target Audience:
Customer services agents who are seeking to acquire new skills or to improve their Page | 11
current skills
Lesson:
The Professional Customer Service Agent| - recognize the importance of providing
professional customer service.| - identify examples of customer service agent
responses that adhere to ethical guidelines.| - identify effective behavioral skills for a
customer service agent.| - employ each of the CSA behavioral skills during a
hypothetical customer service call.|Essential Skills for Handling Service Calls| -
recognize the benefits of handling a customer service call professionally.| - sequence
the steps for placing a caller on hold in a hypothetical customer service call.| - match
rapport-building techniques to examples.| - identify examples of specific techniques for
controlling a customer service call.| - apply specific techniques to control a hypothetical
customer service call.| - sequence the steps to appropriately escalate a hypothetical
customer service call.| - apply the steps to appropriately escalate a hypothetical
customer service call.|Questioning and Listening Skills| - recognize the benefits of using
effective questioning and listening skills.| - match uses of open- and closed-ended
questions to their appropriate example. | - identify positive techniques of active
listeners.| - apply active listening techniques in a hypothetical customer service
scenario.|
February 8, 2009
Saleh>>10>The Art of Global Communication
Overview:
Considering that communication is something you do every day, how many people
actually stop to consider what is happening before they speak? Can you just talk without
thinking too much about the target audience, the message to be communicated, and a
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host of other information? Communication is too important to be left to chance. The
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subtleties of language, expressions, and gestures all enrich the content of what you are
saying. Of course, when you're communicating on a global scale, you need to be sure
that what you're saying--and the way you say it--will not cause offense to your cross-
cultural audience. In this course, you'll find out more about the cross-cultural Page | 12
communication process, and consider body language, gestures, and active listening.
You will also examine different methods of communication--finding out how best to
write, present to, and communicate orally with your global audience.
Target Audience:
Managers, supervisors, and anyone who communicates globally in an organization
Lesson:
Features of Communication| - recognize the benefits of understanding the
communication process in cross-cultural situations.| - distinguish between effective and
ineffective examples of communication practices.| - match the four key stages of the
communication process with examples.| - using guidelines, determine how
communications with clients and/or coworkers could be more effective in a given
scenario.|Non-verbal Communication| - recognize the value of being able to effectively
use non-verbal communication in global situations.| - match categories of gestures used
during communication to examples of behaviors.| - accurately interpret specific body
language cues in a given situation.| - match the steps of active listening to examples.| -
apply active listening skills in a given communicating situation.|Methods of
Communicating| - recognize the benefits of being able to adapt communication methods
to the needs of global audiences.| - classify examples of preparations for presentations
as being either effective or ineffective.| - incorporate delivery guidelines into a specific
presentation aimed at a cross-cultural audience.| - correctly match the two types of February 8, 2009
cultures to clients' or coworkers' comments.| - analyze the effectiveness of oral
communications in a global communication situation and make recommendations for
improvement.| - match the two types of cultures to examples of written communications
characteristic of each.| - analyze different pieces of communication, determine whether
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they are for a low- or high-context culture, and specify which characteristics support that
decision.|
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Saleh>>11>Making Telephone Calls Count
Overview:
Whether you handle one call a day, or dozens, you have the power to make every call
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count. Is the service you deliver to your customers over the telephone merely
satisfactory, or is it superior? When challenges present themselves, how well do you
handle yourself? What do your actions say about your company? You may think
telephone interactions are all simple and straightforward. The customer talks. You
listen. But how well do you listen on the telephone? Are you missing key opportunities
to address the caller's needs? Does the caller feel like she has really been "heard" and
understood? By fine-tuning your listening skills, you'll be able to deliver truly superior
customer service. Different customers have different communication styles. By tuning
into each customer's communication style and responding appropriately, you'll make
stronger connections and build better rapport. In today's automated world, sometimes,
just the act of getting a human being on the other end of the telephone can be quite a
challenge. While automated voice attendants can be annoying, so is getting a person on
the other end completely devoid of personality and knowledge. As a society, Americans
are becoming more accepting of automated voice attendants. They're everywhere.
When a customer calls you directly, he expects and requires a higher level of service
and proficiency and that special, personalized human touch that simply cannot be
duplicated by a machine. This course will help ensure that you deliver that human touch
every time to pick up the telephone. To make the most out of a call, you must be able to
cue into the caller's feedback. You're not just listening to be sure the customer
understands, you're listening to see if he is satisfied with every aspect of your business.
When you're on the telephone, you can't let a single comment slip by. When you take
February 8, 2009
the time to really listen, feedback can tell you a lot about what your company is doing
right, and what it's doing wrong. In spite of your greatest efforts, you are bound to
encounter conflict on the telephone. Many times, customers call you for assistance in
resolving a problem. They are often angry or upset. Will their interaction with you add
fuel to the fire or surpass their greatest expectations? By using effective techniques for
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managing conflict, you'll create satisfied, loyal customers. It is said that "the customer is
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always right," but sometimes, it is necessary to say no to a customer's request. The
success of this transaction is all in how you say it. Are you harsh and abrupt? Do you
anger the customer further or end the conversation on a sour note? No. By using the
techniques described in this course, you'll learn how to say no so diplomatically that Page | 14
your customer will actually thank you and end the conversation feeling neutral, if not
satisfied. Finally, by asking the right questions, you'll ensure your customers get the
service they really need.
Target Audience:
This course will benefit anyone who wishes to communicate more effectively over the
telephone.
Lesson:
Delivering Superior Service via the Telephone| - recognize the importance of delivering
superior service.| - apply effective listening skills to better understand the caller's
needs.| - match communication styles with examples. | - apply the steps for customizing
conversation to maximize effectiveness on the phone.| - identify examples of the tips for
humanizing interactions.| - apply the steps for creating customer loyalty to turn neutral
or dissatisfied callers into loyal customers. |Overcoming Challenges Via the Telephone|
- recognize the key advantages of overcoming common challenges on the telephone.| -
match the strategies for handling conflict with examples. | - apply the strategies for
handling conflict in a given scenario.| - apply the principles for saying no diplomatically
in a given scenario.| - match the three types of questions to ask with examples. |
Saleh>>12>Essentials of External Consulting February 8, 2009
Overview:
You may already have a reputation as something of an area specialist or problem
solver. You may have a number of years of general management experience, or you
may have recently acquired a management qualification. Perhaps you've now been
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asked to deploy your knowledge in an external consulting role.What do external

consultants really do? Although they may work in a variety of disciplines, clearly the role
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means being an advocate or representative of your organization.For such a role, you'll
need excellent client-facing skills. These include communication and listening,
presenting, report-writing, meetings and negotiation. Combining this with, in equal
measure, qualities of leadership, creativity, and emotional intelligence.In this course, Page | 15
you'll find out more about the role of an external consultant. You'll also see how, with
the key skills and qualities, you can deliver outstanding performance to clients,
guaranteeing they'll want you to return again in the future.
Target Audience:
Anyone with some specialist knowledge and general management experience who has
recently moved, or is considering moving, into external consulting
Lesson:
External Consulting: The Basics| - recognize the value that an external consultant can
bring to an organization.| - characterize the tasks undertaken by consultants.| -
accurately interpret the non-verbal cues in a particular consulting scenario.| - identify
factors that contribute to effective active listening.|The External Consultant's Skill Base|
- recognize the advantages of improving client-contact skills as a consultant.| - analyze
the effectiveness of a specific consulting presentation, using delivery strategy as a
guide.| - distinguish between factors that make report writing effective or ineffective.| -
differentiate between successful and unsuccessful strategies when holding meetings.| -
analyze the effectiveness of a meeting, according to information provided on prior
planning.| - apply a win-win negotiating strategy to achieve a successful outcome in a
specific consulting situation.|External Consulting Qualities| - recognize the benefits of
improving creativity and emotional intelligence as an external consultant.| - identify the
key factors which determine which style of leadership is appropriate to a situation.| -
make a recommendation as to whether a specified character has attributes suitable for February 8, 2009
leadership.| - recognize the value of being innovative as an external consultant.| -
distinguish between different methods of innovating.| - identify the meaning of the term
"emotional intelligence."| - recognize the value of emotional intelligence in any
consulting scenario.|
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Saleh>>13>Business Etiquette for Supervisors
Overview:
Some supervisors seem to be able to energize their employees to give their best efforts.
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Other supervisors have to engage in a battle of wills to accomplish the simplest tasks.
What's the difference? According to a 19th-century management thinker, a supervisor:
"has the power to make employees happy or unhappy; and to make their jobs a
pleasure or a burden. A supervisor's power lies in words and looks, things so intangible
they are impossible to measure." In other words, supervisors increase their own
effectiveness as well as the effectiveness of their subordinates simply by the way they
conduct everyday tasks. In short, they do it by applying simple etiquette. In this course,
the learner will explore the special etiquette of being a supervisor, the etiquette of one-
on-one interactions with subordinates, the etiquette of listening as a supervisory tool,
and the supervisor's role in sharing information between his subordinates and the rest of
the company.
Target Audience:
Human resources professionals, members of training organizations, and both new and
experienced supervisors
Lesson:
Course Overview|Lesson Overview| - recognize the importance of establishing behavior
and performance standards.|Friends or Colleagues?| - differentiate between examples
of core courtesies, team building, and fraternizing.|Expectations and Ethics| - choose
examples of how supervisors can use critical leverage points to set behavioral
standards.| - identify ways for supervisors to communicate behavioral expectations to
subordinates.|Lesson Overview| - recognize the importance of using etiquette to work
February 8, 2009
with subordinates individually.|Giving Assignments| - apply appropriate steps to clearly
communicate work assignments to subordinates in a given business situation.|
Correcting Performance and Behavior| - apply appropriate methods to correct errors by
subordinates in a given business scenario.| - identify the most effective ways to deliver
corrective messages.|Praising Successful Performance| - analyze a business scenario
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to determine whether a supervisor is praising subordinates' work effectively.| - identify
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ways to make praise more effective.|Lesson Overview| - recognize the importance of
using good etiquette when listening to subordinates.|Open Doors, Open Minds| - choose
statements that describe effective ways for supervisors to implement open-door
policies.|Suggestions, Requests, and Complaints| - apply correct etiquette for listening Page | 17
to subordinates' suggestions, requests, or complaints in a given scenario.|Underhanded
Tactics| - analyze a supervisor's strategy when handling a subordinate who has willfully
violated work standards in a business scenario.|Lesson Overview| - recognize the
importance of proper etiquette when relaying information between subordinates and the
rest of the company.|Information In| - determine whether supervisors should pass given
examples of company-related information to their work groups.|Information Out| -
choose the appropriate audience for sharing information about members of a
supervisor's work group.|
Saleh>>14>The Mechanics of Communicating

Effectively
Overview:
Your voice, your ability to listen, and your body language are your three vital
communication tools. However, because they are given at birth they are often taken
totally for granted. People mistakenly believe that because these tools are in constant
daily use that they are already the best they can be. However it is possible to improve
the quality of these communication essentials, and this course sets out to help you do
just that. The effectiveness of your communication depends more on how you sound
than the words you use. You may have something important to say and have the right February 8, 2009
words and phrases to get your point across but if your voice doesn't do it justice, your
message won't be heard. This course explains how to develop a voice that people want
to listen to, and gives some valuable remedies to use to make your speaking voice the
best it can be. Similarly, good listening involves more than just hearing what is being
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said. To be an accomplished listener you must be prepared to become actively involved

in the process, demonstrating your willingness to truly understand what the other person
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is saying. In this course you will be given strategies to assist you to improve your
listening skills and in doing so to make solid connections with those you communicate
with. Finally, this course will introduce you to the "silent" language of the body, giving
you the ability to recognize when there is conflict between what is being said and a Page | 18
person's true feelings.
Pre-Requisites:
An understanding of the basic communication process/cycle as covered in The
Dynamics of Interpersonal Communication.
Target Audience:
Those within the organization whose roles require them to achieve results by being able
to influence other people such as colleagues, senior managers or clients. Also anyone
who has responsibility for managing, supervising or leading staff.
Lesson:
Course Overview|Lesson Overview| - recognize the importance of a good speaking
voice as a communication tool.|Your V.O.I.C.E--a Vital Tool| - identify how various
characteristics of the speaking voice impact on interpersonal communication.|Improve
Your Delivery| - identify appropriate methods to overcome various causes of a poor
speaking voice.|Pause and Effect| - use silence to strengthen the communication, in a
given situation.| - determine how silence can be used positively within an interpersonal
exchange.|Lesson Overview| - recognize the benefits of being an effective listener.|The
Levels of Listening| - determine the level at which a person is listening from the
behaviors demonstrated during, and subsequent to, a given interaction| - characterize
the different levels of listening.|Obstacles to Effective Listening| - given details of a
conversation between two people, determine the motivation for the response given.| -
recognize the causes of ineffective listening.|Improve Your Listening Skills| - identify February 8, 2009
appropriate methods of improving listening skills.|Lesson Overview| - identify the
benefits of understanding body language.|The Components of Body Language| - identify
examples of body language.|Interpreting Static and Dynamic Body Language| - interpret
the body language displayed as either responsive, reflective, defensive or combative.| -
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classify described examples of body language as reflective, responsive, combative or

defensive.|Responding to Body Language| - within a given scenario, investigate
Made by Saleh
identified probing points.| - recognize the gestures and expressions that indicate a
probing point.|
Saleh>>15>Listening Basics
Page | 19
Overview:
Do you sometimes feel like you are not getting the whole message when someone talks
to you? If you have problems receiving information that is verbally communicated, this is
the course for you. This course will familiarize you with the communication and listening
processes, and how listening functions within communication. You will discover the
factors and variables that influence communication and listening and learn strategies to
overcome weak listening skills. You will then apply these skills to business-based
examples. Knowing the basic communication and listening processes will make you
aware of where communication can be adversely affected.
Target Audience:
A person at all levels of an organization. This course is particularly useful to those who
need strong listening skills, such as managers and team members, to be effective in the
workplace.
Lesson:
Course Overview|Lesson Overview| - identify the benefit of understanding the
communication process.|Communication Components| - identify the communication
components, given examples.|Communication Variables| - match each communication
variable to its corresponding example, given a scenario.|The Simultaneous
Communication Process| - identify the simultaneous communication process
component undergoing change in a given scenario.|Lesson Overview| - identify the
February 8, 2009
benefits of understanding the listening process.|Receiving Information| - identify aural
and visual information, given examples.|Paying Attention| - match the type of attention
problem to its description. |Assigning Meaning While Listening| - match each common
cause of misassigning meaning to its description. |Lesson Overview| - recognize the
importance of using listening as part of the communication process. |Four Strategies of
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Listening| - apply effective listening strategies to a given situation. |Factors Influencing
Made by Saleh
the Listening Process| - identify examples of the factors influencing the listening
process.|
Page | 20
Saleh>>16>Listening to Comprehend
Overview:
Do you need to better understand the basic meaning of a conversation or presentation?
If you need to be able to identify what is said to you in a more effective manner, then
this course is for you. This course teaches you how to comprehend verbal and visual
messages to maximize your understanding of others. Because this course teaches
listening skills, it is important to have your audio turned on for certain sections. In some
instances, the text that is spoken will display in the caption text box. In these case, the
important feature is not what is said, but how it is said. In these sections, it would be
most effective for you to turn off the captions to get the full effect of the audio. In other
instances, audio is presented without accompanying text. To complete these sections,
you must have your audio turned on.
Target Audience:
A person at all levels of an organization. It is particularly useful to those who need
strong listening skills, such as managers and team members, to be effective in the
workplace.
Lesson:
Course Overview |Lesson Overview| - identify the benefit of being able to identify verbal
and nonverbal cues. |Identifying Verbal Cues| - identify examples of verbal cues, in a
listening situation |Identifying Nonverbal Cues| - identify examples of nonverbal cues. |
Lesson Overview| - identify the benefits of interpreting verbal and nonverbal cues. | February 8, 2009
Interpreting Verbal and Nonverbal Cues| - interpret the relationship between verbal and
nonverbal cues and a message, given a scenario. |Recognizing Deception Cues| -
identify examples of deceptive body language and verbal cues, given a listening
scenario. |Interpreting Conversation Regulatory Cues| - use conversation regulatory
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cues to maintain a conversation, in a given scenario. |Lesson Overview| - identify the

benefits of understanding listening comprehension skills. |Improving Your
Made by Saleh
Concentration| - identify examples of strategies used for improving concentration. |
Increasing Your Vocabulary| - identify the steps used to improve listening vocabulary. |
Picking Up Main Ideas, Key Points, and Details| - listen to determine the main ideas,
key points, and significant details, given a scenario. |Drawing Inferences| - draw Page | 21
appropriate inferences based on a given statement. |Lesson Overview| - identify the
benefits of understanding a message. |Asking Questions to Check Your Understanding|
- use principles of good questioning to check understanding of what a speaker said,
given a scenario. |Paraphrasing to Confirm Your Understanding| - paraphrase the key
ideas heard in a listening scenario. |Lesson Overview| - identify the benefits of knowing
how to understand in special listening situations. |When Speech and Thought Speeds
Don't Match| - identify examples of positive simultaneous thinking when listening, given
a scenario.| - identify examples of strategies used to understand the content of a quickly
spoken message, given a scenario. |Techniques for Remembering Sequences| - identify
memory techniques. |Techniques for Remembering Names| - sequence the steps for
recalling a name.|
Saleh>>17>Higher Purpose Listening

Overview:
Do you sometimes have difficulty using your listening skills to effectively evaluate
arguments or appreciate complex ideas and emotions? This course teaches you how to
listen more effectively for critical and empathic purposes to maximize your
understanding.
February 8, 2009
Target Audience:
Persons at all levels of an organization. It is particularly useful to those who need strong
listening skills, such as managers and team members, to be effective in the workplace.
Lesson:
Course Overview |Lesson Overview| - identify the benefits of knowing how to listen
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critically. |The Influence of Speaker Credibility| - match each factor that influences a
speaker's credibility with its description. |Inductive and Deductive Logic| - recognize
Made by Saleh
questions that will help you determine the truth of an inductive or deductive argument,
given a scenario. |Errors in Reasoning| - apply critical listening to recognize errors in
reasoning, in a given listening scenario. |Lesson Overview| - identify the benefits of
being able to listen critically to emotional appeals. |Appeals to Your Emotions| - identify Page | 22
common emotional appeals. |Dealing with Emotive Language| - identify the steps for
dealing with emotive words. |Lesson Overview| - identify the benefits of using
empathetic listening. |Creating a Supportive Climate| - apply the strategies for creating a
supportive climate in an empathetic listening situation. |Rules for Empathetic Listening| -
apply the ground rules for empathetic listening to an empathetic listening situation. |
Focusing Your Attention| - identify examples of key strategies for focusing attention in
an empathetic listening situation. |Responding to the Speaker| - match each technique
for responding to a speaker to its description.|
Saleh>>18>Enhancing Listening Skills

Overview:
Have you ever been taken by surprise by an unexpected deadline? Have you ever left a
meeting unsure about what was decided? Have you ever asked a supervisor for advice,
only to later forget what your supervisor told you? You can avoid problems like these by
using effective listening skills. Effective listening helps you to know what's going on in
your organization, get cooperation from your co-workers, solve problems, and be
successful in your work. However, most people don't listen very well. This course will
help you to improve your ability to listen to others. You will learn the skills you need to
understand what people say, read their unconscious nonverbal messages, and get
others to want to listen to you. You also learn how to apply these skills in a variety of February 8, 2009
business situations such as interviews, business meetings, and negotiations.

Target Audience:
People at all levels of an organization. This course is particularly useful to those who
need strong listening skills, such as managers and team members, to be effective in the
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workplace.
Lesson:
Made by Saleh
Course Overview |Lesson Overview| - recognize the benefits of improving personal
listening skills. |Listening to Yourself| - identify the best practices for listening to you. |
Listening to Others| - use strategies to listen effectively to another person in a given
scenario.| - match the strategies for effectively listening to others with an example of Page | 23
each. |Handling Emotional "Hot Buttons"| - use the strategies for effectively handling
emotional "hot buttons," given a scenario.| - identify strategies for effectively handling
emotional "hot buttons."|Lesson Overview| - identify the benefits of getting others to
listen. |Nonverbal Behaviors that Encourage Listening| - identify nonverbal behaviors
that speakers can use to encourage others to listen. |Speaking to Get Others to Listen| -
use the guidelines to encourage others to listen in a given scenario.| - identify the
guidelines for encouraging others to listen. |Confrontation: Getting Others to Listen| -
apply the strategies that encourage others to listen during a confrontation, given a
scenario.|Lesson Overview| - identify the benefits of listening effectively in professional
situations. |Taking Good Notes| - select the best practices for taking good notes. |
Interviewing| - use strategies for listening effectively to a given job candidate during an
interview. |Small Group Discussions| - choose examples that appropriately describe the
strategies for listening effectively in a small group discussion. |Lectures and
Presentations| - select the best practices for listening effectively to lectures and
presentations.|
Saleh>>19>Six Sigma Listening to the Voice of

the Customer
Overview: February 8, 2009
"Let the buyer beware." That old business maxim of caveat emptor once struck fear in
the hearts of many wary consumers. Now there's a new reality: Competition for
consumer attention is intense across all industries and markets, so now it's the
company itself which is being admonished to beware. That means businesses should
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be looking for the best way to gauge what its customers really need and want. In "Six
Sigma: Listening to the Voice of the Customer," Six Sigma Green Belts and team
Made by Saleh
members learn that best way. The course consists of two lessons: "Understanding
Customer Requirements," and "Defining Customer Requirements." In lesson one, you'll
discover methods for specifically identifying your customers--that means all your
customers, including ones you may not have realized you serve--and you'll learn how to Page | 24
apply the Kano Model to understanding customer requirements in your workplace. In
the second lesson, you'll take your understanding of your customers to a higher level by
learning how to measure their requirements to the nth degree. You'll learn all about
customer-valued product and service "dimensions," how to create an affinity diagram
and a critical-to-quality tree, and you'll discover how to formulate the all-important
operational definitions for your Six Sigma strategy.
Target Audience:
Potential Six Sigma Green Belts and other Six Sigma team members in companies that
have already made the decision to implement Six Sigma
Lesson:
Understanding Customer Requirements| - recognize the benefits of understanding
customer requirements.| - apply the steps for identifying customers in a given business
scenario.| - match the different types of customers with examples of each.| - identify
sources of descriptive customer data as either reactive or proactive.| - match the
categories of the Kano model with examples of each. | - determine the appropriate Kano
Model category on which to focus customer improvement efforts for a given business
scenario. |Defining Customer Requirements| - recognize the benefits of clearly defining
customers' requirements.| - identify examples of product and service quality
dimensions.| - apply the steps used in creating an affinity diagram in a given business
scenario.| - sequence the steps involved in creating a critical-to-quality tree.| - apply the
steps for creating a critical-to-quality tree in a given business scenario.| - select February 8, 2009
examples of criteria that ensure an operational definition is valid.| - determine if the
operational definition for a given business scenario is valid. |
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Made by Saleh
Saleh>>20>Overview to Effective Business
Communication
Overview: Page | 25
Calvin Coolidge said, "No one ever listened themselves out of a job." Furthermore, you
could say that "No one ever communicated themselves out of a job." Understanding
business communication is foundational to being an effective administrative support
professional. Learn about the business communication process and techniques for
effective communication such as listening effectively and sending messages. This
course, Overview of Effective Business Communication, will help you to become
successful in today's fast paced business world.
Target Audience:
Administrative assistants who want to brush up on office procedures and skills, and
individuals who want to prepare themselves for a business environment.
Lesson:
Business Communication| - identify the benefits of understanding business
communication.| - match communication process components to their corresponding
examples, in a given situation.| - identify the flow of business communication, given
scenarios. |Communicating Your Message| - recognize the importance of clearly
communicating your message.| - determine if the steps for preparing for communication
were followed, in a given situation.| - determine whether the guidelines for sending
messages were applied, in a given scenario.| - determine whether effective listening
skills were used, in a given scenario.| - determine the barriers to effective
communication, in a given scenario. |Types of Business Communication| - identify the
February 8, 2009
advantages of understanding different types of communication.| - determine if effective
verbal and non-verbal communication was used, in a given situation.| - identify
examples of when to use formal communication.| - use formal communication, in a
given scenario.| - identify examples of when to use informal communication.| - use
informal communication, in a given scenario.|
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Made by Saleh
Saleh>>21>Professional Selling Over the Phone
Page | 26
Preparation Strategies
Professional Selling Over the Phone: Preparation and Strategies offers the student
guidelines for preparing the teleselling workspace and maximizing telesales calls. The
program provides processes for preparing telesales scripts and managing telesales
calls. In addition, the program offers the student examples of communication
techniques, such as implementing components of an effective voice, listening to
feedback, and asking questions to increase sales.
Learn To
• Sequence the steps for preparing to write an effective telesales script.

• Apply the steps for preparing to write an effective telesales script.
• Select qualities of an effective telesales voice.
• Identify listening techniques that can improve your teleselling performance.
• Respond appropriately to customers' communication styles.
• Apply the steps for creating a teleselling plan.
• Select guidelines to maximize the effectiveness of your telesales calls.
Audience
The target audience for this series is Inside and Outside Sales Representatives, Sales
Managers, Account Managers and Customer Services Representatives that use the February 8, 2009
phone in any part of the sales cycle.
Deployment Options
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e-Learning
Made by Saleh
Accreditation
NASBA credits: 3 CPE Credits

Page | 27
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Preparing for Telephone Sales (0.5 - 1 hour)
• Match the guidelines for organizing your workspace with their corresponding
reasons.
• Sequence the steps for preparing to write an effective telesales script.
• Apply the steps for preparing to write an effective telesales script.
• Simulation Overview:
• In this simulation you are a member of Icon a a s Internet Securities Division.
You will meet with Paul White, Marcus D a a Angelo, and Maggie Roberts to
February 8, 2009
follow up on potential clients. At a recent trade show, you and your team
demonstrated one of your division a a s newest advancements in Internet
security: hacker prevention and insurance. The demonstrations and displays set
up by you and your team during the tradeshow generated positive feedback and
hundreds of potential clients. You brought back with you their business cards,
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which include telephone numbers and e-mail addresses. Before you begin calling
Made by Saleh
the potential clients, you need to write a telesales script. You will join your team
in a meeting and follow the steps for writing an effective telesales script.
Unit 2: Communication Essentials for Telesales (0.5 - 1 hour)

Page | 28
• Select qualities of an effective teleselling voice.

• Identify listening techniques that can improve your teleselling performance.
• Match communication styles customers exhibit with the actions that indicate
which style they use.
• Respond appropriately to customers' communication styles.
• Match examples of telesales questions with their type.
• In this simulation you will meet with Jennifer Webber, an experienced tele
Saleh>>22>Self Development Positively

Influencing Others
Self-Development: Positively Influencing Others offers the student an overview of the

information required to influence others through nonverbal communication and
language, and covers how to use influence to empower people. The program details
how the student can enhance his or her level of influence by listening actively,
understanding Satir modes and sensory systems, building rapport, and responding
February 8, 2009
appropriately to verbal attacks. In addition, the program details the process for
empowering others.
Learn To
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• Identify steps to improve and encourage active listening skills.

• Identify the Satir modes and appropriate responses to the Satir modes.
Made by Saleh
• Use 'I' statements to influence others.
• Match the sensory system of another person.
• Respond appropriately to verbal attacks.
• Given five steps, work to empower another person. Page | 29
Audience
Professionals who are want to learn how to use techniques to positively influence
others.
Deployment Options
e-Learning
Accreditation
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Influencing with Nonverbal Communication (0.5 - 1 hour)
• Recognize the ways in which nonverbal communication affects verbal

communication.
February 8, 2009
• Recognize the importance of verbal communication.
• Identify steps to improve and encourage active listening skills.
• Identify actions that encourage active listening.
• Identify the Satir modes.
Identify the Satir modes and appropriate responses to the Satir modes.
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Made by Saleh
• In this simulation, you will be meeting with Ronald Spear, Icon's Human
Resources Manager. As part of your continuing professional development
training, Ronald will ask you a series of questions related to your knowledge of
the importance of nonverbal communication techniques. To complete the Page | 30
simulation, simply respond to each question by selecting the best possible
answer.
Unit 2: Influencing Through Language (0.5 - 1 hour)
• Identify methods for giving your language impact.

• Use 'I' statements to influence others.
• Use presupposition to influence others.
• Identify the sensory language used in the sensory systems.
• Match the sensory system of another person.
• Identify common verbal attack patterns.
• Respond appropriately to verbal attacks.
• In this simulation, you will be meeting with Dean Kramer and Carol Chung, two of
your fellow coordinators in Icon's Production Department. Your department has a
reputation of being efficient and producing outstanding work. Recently, however,
it has become clear that Dean and Carol's personalities are clashing on a regular
basis. This problem has resulted in significant tension among the three of you,
and communication problems and poor work habits have lo
February 8, 2009
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Made by Saleh
Saleh>>23>Interpersonal Communication
Listening Skills
Interpersonal Communication: Listening Skills teaches you how to develop the skills you Page | 31
need to be a critical listener and how to respond appropriately to speakers. In this
program, you will have the opportunity to visit with a listening expert and practice skills
in a work environment. Both activities will help you improve your listening skills and
decrease listening problems in the workplace.
Learn To
• Identify the difference between hearing and listening.

• Increase your productivity by listening.
• Use critical listening skills.
• Recognize different listening problems.
• Resist distractions while listening.
Audience
This course is for managers and supervisors who are interested in improving their
listening skills.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits February 8, 2009
PDU credits: 3 PDUs
Language Options
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UK English
Made by Saleh
Total Learning Time
2 to 4 hours
Objectives
Page | 32
Unit 1: Background Information (0.5 - 1 hour)
• Recognize why listening is important.

• Understand how listening is beneficial.
• Increase productivity by listening.
• Avoid common misconceptions about listening.
• Understand the difference between hearing and listening.
• Each of the simulations allows you to practice the skills learned in the
instructional content. You will enter realistic scenarios in which you will interact
with a variety of individuals. By using the knowledge you have gained, you
control the outcome of each simulation.
Unit 2: Analyzing Your Listening Skills (0.5 - 1 hour)
• Understand the need for the listening process.

• Identify the different types of listening.
• Use critical listening skills.
• Eliminate personal filters when listening.
• Take effective notes.
• In this simulation, you will meet with your mentor who will help you identify how
February 8, 2009
well you use listening skills. Your mentor will ask you questions regarding your
listening habits, as well as answer your questions.
Unit 3: Listening to Improve Communication (0.5 - 1 hour)

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• Understand the importance of responding to a speaker.

• Provide effective feedback.
Made by Saleh
• Ask the speaker appropriate questions.
• Interpret a speaker's body language.
• Use your body language appropriately.
• Simulation Overview: Page | 33
• In this simulation, you will meet with the Customer Service Manager and a
Customer Service Representative to discuss problems they are having
coordinating a new customer service plan.
Unit 4: Addressing Listening Problems (0.5 - 1 hour)
• Recognize different listening problems.

• Listen with an open mind.
February 8, 2009
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Made by Saleh
Saleh>>24>Cross Cultural Business Comm Devel
Cross Cultural Comm Skills Page | 34
Cross-Cultural Business Communication: Developing Cross-Cultural Communication

Skills offers students the information they need to build cross-cultural relationships. The
program identifies cross-cultural barriers and explains the process for avoiding these
barriers. In addition, information about employing and communicating through an
interpreter is provided.
Learn To
• Select the guidelines for building trust.

• Listen actively by paraphrasing a speaker's message.
• Follow the steps for providing positive feedback when communicating cross-
culturally.
• Identify the steps for overcoming conflict when actions and expectations do not
match.
• Identify the difference between a translator and an interpreter.
• Follow the rules for communicating through an interpreter.
Audience
Managers, supervisors, employees, or anyone who communicates internationally for

their organization, from their home office or while traveling, on a regular basis.
February 8, 2009
Deployment Options
e-Learning
Accreditation

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Made by Saleh
Language Options
US English
Total Learning Time

Page | 35
2 to 4 hours
Objectives
Unit 1: Communicating Across Cultures (0.5 - 1 hour)
• Follow the guidelines to establish rapport when communicating cross-culturally.

• Select the guidelines for building trust.
• Follow the guidelines for building trust when communicating cross-culturally.
• Identify the process for active listening.
• Listen actively by paraphrasing
Saleh>>25>Listening Skills The Fundamentals of

Listening
This course highlights general benefits and misconceptions about listening as a means
of introducing the concept of listening. It also teaches the learner how to interpret
messages and identifies three common types of listening. It provides a step-by-step
process on how to become a critical listener and explains the benefits of providing
feedback to speakers. It details how to provide feedback by providing an explanation of
February 8, 2009
the types of questions the learner should ask the speaker. Finally, it focuses on
improving understanding of messages.
Learn To
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• Understand the listening process.

• Interpret messages.
Made by Saleh
• Provide feedback.
• Comprehend messages.
• Improve your understanding.
Page | 36
Audience
All managers, supervisors, salespeople, and administrative staff. Anyone who listens
professionally.
Deployment Options
e-Learning
Accreditation
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Understanding the Listening Process (0.5 - 1 hour)
• Identify the three benefits of listening.

• Identify the three misconceptions about listening.
• Sequence the three steps in the listening process.
February 8, 2009
• Simulation Overview: In this simulation, you will meet with Katherine Cavanaugh,
a Senior IT Manager, and Ronald Swenson, the Director of Human Resources at
Icon International. You are a Training Consultant, and you organize training
programs for many different organizations. Katherine and Ronald are considering
getting you to set up some training sessions for listening skills. They have asked
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to speak to you to find out more information about listening skills. Your goal is to
Made by Saleh
display your knowledge and to explain how improved listening skills could benefit
both employees and the o
Page | 37
Saleh>>26>Listening Skills Listening Challenges
This course's aim is to help the learner overcome listening problems and enable him or
her to communicate more effectively. It identifies barriers to listening and provides
useful guidelines for improving the learner's listening skills. This course concentrates on
how to interpret, use, and improve body language as a form of communication. Finally,
it identifies common listening styles so the learner can encourage others to listen.
Learn To
• Overcoming Listening Problems.

• Improving Listening Skills.
• Taking Notes.
• Understanding Body Language.
• Improving Body Language.
Audience
All managers, supervisors, salespeople, and administrative staff. Anyone who listens
professionally.
Deployment Options
February 8, 2009
e-Learning
Accreditation

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Language Options
Made by Saleh
US English
Total Learning Time
2 to 4 hours Page | 38
Objectives
Unit 1: Overcoming Listening Problems (1 hour)
• Identify the barriers to listening.

• Identify the guidelines for improving your listening skills.
• Identify two methods for taking notes.
• Identify the guidelines for taking notes.
• Simulation Overview: In this simulation, you are a sales representative for Icon
International. You are attending an informal presentation by Rachel Thomson, a
project manager in Icon's Marketing department. For the past three months,
Rachel as been market testing the I-Qube, Icon's newest video game console.
Equipped with broadband capabilities, the I-Qube's purpose was to exceed the
limits of ordinary game consoles. Your advertising team has spent countless
hours and millions of dollars preparing
Saleh>>27>Excellence in Service Solving

Customer Problems
February 8, 2009
In Excellence in Service: Solving Customer Problems you will learn how to quickly
identify the style of the customer so you can speak their language. You will learn
customer-friendly language that keeps the customer from becoming upset. You will also
learn how to effectively solve customers? Problems and benefit from their complaints.
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Learn To:
Made by Saleh
• Identify ways to effectively communicate with customers by examining behavioral
styles and using customer-friendly language.
• Identify ways to identify customer problems.
• Identify ways to solve customer problems. Page | 39
Audience:
This course is for employees and managers who want to learn the best methods for
working with customers and exceeding their expectations.
Deployment:
e-Learning
Accreditation

CEU credits: .2 CEUs
Language Options:
US English
Total Learning Time:
2 hours
Objectives:
Unit 1: Communicating With Customers (0.5 hours)
• Identify key characteristics of Drivers.

• Identify key characteristics of Influencers.
• Identify key characteristics of Steadies. February 8, 2009
• Identify key characteristics of Conventional.
• Identify key suggestions Drivers should heed when interacting with individuals of
all behavioral styles.
• Identify key suggestions Influencers should heed when interacting with
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individuals of all behavioral styles.
Made by Saleh
• Identify key suggestions Steadies should heed when interacting with individuals
of all behavioral styles.
• Identify key suggestions Conventional should heed when interacting with
individuals of all behavioral styles. Page | 40
• Identify guidelines for using customer-friendly language.
Unit 2: Identifying Customer Problems (0.5 hours)
• Identify guidelines to follow to understand a customer's problem.

• Identify types of questions you can ask to help ascertain a customer?s problem.
• Identify guidelines for applying listening skills.
Unit 3: Solving Customer Problems (1 hour)
• Sequence the steps for solving a customer’s problem.

• Identify pitfalls to avoid when dealing with an upset customer.
• Identify guidelines for creating a positive experience for your customer.
Saleh>>28>Leadership Development Leading the

Way
Leadership Development: Leading the Way helps you develop an understanding of the February 8, 2009
characteristics a leader should possess. You will use your leadership skills to unite
followers and successfully complete an expansion project for your organization.
Learn To
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• Understand the difference between managers and leaders.

• Develop important leadership traits.
Made by Saleh
• Apply your power successfully.
• Motivate and empower your employees.
• Use the context of each situation to your advantage.
Page | 41
Audience
This course is for managers and supervisors in leadership positions.
Deployment Options
e-Learning
Accreditation
Language Options
UK English, Japanese, German
Total Learning Time
2 to 4 hours
Objectives
• Identify the myths associated with leadership.

• Know the three components of leadership.
• Understand the rational and emotional aspects of leadership.
• Understand why a vision is important to providing leadership. February 8, 2009
• Each of the simulations allows you to practice the skills learned in the
instructional content. You will enter realistic scenarios in which you will interact
with a variety of individuals. By using the knowledge you have gained, you
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control the outcome of each simulation.
Made by Saleh
Unit 2: Creating a Vision (0.5 - 1 hour)
• Know what traits enhance leadership skills.

• Avoid common leadership pitfalls.
Page | 42
• Understand how your attitude and values affect your leadership abilities.
• In this simulation, you are meeting with the heads of the Operations, Marketing,
and Production Departments to discuss the company's mission statement and
vision.
Unit 3: Communicating with Followers (0.5 - 1 hour)
• Understand why the follower is a critical part of the leadership process.

• Communicate effectively with followers.
• Use effective listening skills.
• Empower and motivate your followers.
• In this simulation, you are meeting with two of your Shift Managers to discuss
problems that have occurred in the Production Department. Communication
breakdowns and unmotivated team members are two of the main issues you will
discuss during the meeting.
Unit 4: Solving Crisis Situations (0.5 - 1 hour)
• Understand what situational factors affect leadership.

• Set goals to effectively lead followers.
February 8, 2009
• Solve problems and resolve conflict effectively while leading.
• Use power to lead successfully.
• In this simulation, you are meeting with the heads of the Operations, Marketing,
and Departments to discuss a crisis
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Made by Saleh
Saleh>>29>Conducting Meetings Effective
Meeting Communication
Page | 43
Conducting Meetings: Effective Meeting Communication enables participants to build a
positive climate during a meeting and follow best practices of verbal and nonverbal
communication to conduct a successful meeting.
Learn To
• Distinguish between different meeting climates and employ techniques for

fostering a positive meeting climate.
• Use clear, appropriate language to enhance communication with and among
meeting participants.
• Use effective listening and questioning techniques to facilitate information
exchange during a meeting.
• Understand and interpret others' nonverbal communications.
Audience
Managers and employees who want to improve their ability to communicate effectively
during meetings.
Deployment Options
e-Learning
Accreditation
February 8, 2009
PDU credits: 3 PDUs

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Language Options
UK English
Made by Saleh
Total Learning Time
2 to 4 hours
Objectives Page | 44
• Understand what is meant by positive and negative climates.

• Know the characteristics of both positive and negative climates.
• Recognize how communication influences whether a climate is positive or
negative.
• Build a positive climate when communicating.
• In this simulation, you will be meeting with Janet Porter to discuss the process of
communicating during meetings. Through your questions, you will learn about the
differences between positive and negative meeting climates, as well as how to
build a positive meeting climate through your communication.
Unit 2: Communicating as Meeting Leader (0.5 - 1 hour)
• Communicate clearly during a meeting.

• Use language that is appropriate during a meeting.
• Understand and use assertive communication.
• Enhance your relationship with participants through communication.
• You are meeting with a team of employees to address a recent increase in
February 8, 2009
customer complaints. Several shipments have arrived to customers late which
are causing tension among the employees. It is your responsibility to correct both
the shipping and the employee relation problems.
Unit 3: Listening Effectively and Asking Questions (0.5 - 1 hour)

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• Understand how listening and questioning work together during a meeting.
Made by Saleh
• Recognize common barriers to communication.
• Improve your listening skills.
• Know the purposes effective questions serve.
• Ask appropriate questions during a meeting. Page | 45
• You are resuming a meeting to discuss a recent increase in customer complaints
due to shipping problems. Everyone took a 15 minute break to calm down.
Accusations about the cause of the problems have been interfering with the
team's ability to communicate the causes
Saleh>>30>Managing Performance The

Performance Appraisal Process
In Managing Performance: The Performance Appraisal Process, you will learn how to
appraise an employee's performance, how to conduct an appraisal discussion, and how
to document your appraisal. You will also learn how to communicate to your employees
about performance problems and how to make performance improvements.
Learn To
• Incorporate self-evaluations into the appraisal process by meeting with an

employee.
• Gather feedback about an employee's performance. February 8, 2009
• Lead an appraisal discussion, given a nine-step process.
• During an appraisal discussion, follow the guidelines for active listening.
• Given a eight-step process, help an employee solve a performance problem.
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Audience
Managers and supervisors who want to learn how to apply the performance appraisal
Made by Saleh
process in order to help their employees improve their performance.
Deployment Options
e-Learning
Page | 46
Accreditation
PDU credits: 3 PDUs
Language Options
UK English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Appraising an Employee's Performance (1 - 1.5 hours)
• Identify the steps of the performance appraisal process.

• Identify documents you should review before appraising an employee's
performance.
• Identify steps for discussing the self-evaluation with an employee.
• Incorporate self-evaluations into the appraisal process by meeting with an
employee.
• Gather feedback about an employee's performance.
February 8, 2009
• Recognize the guidelines for gathering feedback about an employee's
performance.
• In this simulation, you will meet with Patty Chen, a Customer Service
Representative, to review the self-evaluation portion of the performance
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appraisal process. As Patty's supervisor, you will need to emphasize the

importance of the self-evaluation and give Patty clear instructions on how to
Made by Saleh
complete this aspect of the appraisal process. Next, you will meet with Susie
Darnell, a co-worker of Patty's, to obtain feedback on Patty's performance. It will
be important to avoid influencing Susie's evaluation of Patty.
Page | 47
Unit 2: Conducting an Appraisal Discussion (0.5 - 1.5 hours)
• Recognize actions you should take to prepare for an appraisal discussion.

• Identify steps for preparing your employees for appraisal discussions.
• Recognize the guidelines for leading an appraisal discussion.
• Identify the steps of leading an appraisal discussion.
• Given a nine-step process, lead an appraisal discussion.
• During an appraisal discussion, follow the guidelines for active listening.
• In this simulation, you will meet with Patty Chen to discuss her performance
appraisal for the year. Patty was very successful during the training portion of her
position, and she has excellent product knowledge.
February 8, 2009
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Made by Saleh
Saleh>>31>Project Teams Applying Team
Building Techniques Page | 48
Project Team Management: Team Building Techniques offers the student information
required to improve communication in a project team setting. The program covers
guidelines for expressing yourself assertively, identifies team roles, and explains how to
avoid common pitfalls in project team meetings.
Learn To
• Identify guidelines for expressing yourself clearly.

• Give feedback to a project team member.
• Express yourself assertively.
• Recognize types of power.
• Conduct an effective project team meeting.
• Identify exercises that can be done to build team cohesion.
Audience
Project team members, team members, and team leaders who are interested in learning
more about how project teams are created and how they function.
Deployment Options
e-Learning
Accreditation February 8, 2009
Language Options
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US English
Made by Saleh
Total Learning Time
2 to 4 hours
Objectives
Page | 49
Unit 1: Individual Communication (0.5 - 2 hours)
• Recognize the characteristics of comprehensive and supportive listening.

• Follow the steps for receiving feedback.
• Identify guidelines for expressing yourself clearly.
• Give feedback to a project team member.
• Express yourself assertively.
• Recognize types of power.
• In this simulation, you are a Software Engineer and a member of a project team
that is meeting to discuss recent problems with Icon's MECA software. Nancy
Hurst, a Customer Service Manager, has received numerous complaints about
the lack of compatibility between MECA and other hardware and software. Eric
Jenkins, a Marketing Coordinator, has also run into problems competitively
marketing this outdated software against the newer software offered by Icon's
competitors. Mildred Parcells, the team leader, is trying to determine what, if
anything, can be done to address Nancy's and Eric's concerns. You need to
confidently and assertively communicate that you and your department have
done everything in your power to address the numerous concerns and problems
surrounding MECA. You will also need to offer feedback to the team leader as
well as follow the steps for receiving feedback from team members.
February 8, 2009
Unit 2: Team Roles and Communication (0.5 - 1 hour)
• Identify roles filled by project team members.

• Match project team stages with the effects they have on team members.
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• Follow the steps for dealing with a difficult project team member.
• Recognize methods of decision making that are available to project teams.
Made by Saleh
• Reach consensus in a project team meeting.
• In this simulation, you are the leader of a project team that is determining
whether to develop and release a new version of existing software, or Page | 50
discontinue the project entirely. You were in a previous meeting where canceling
MECA was recommended, but management wanted a team of technical
employees to analyze the situati
Saleh>>32>Interpersonal Communication Series
The Interpersonal Communication Series includes the following courses:
Interpersonal Communication: Telephone Skills

Interpersonal Communication: Effective Communication
Interpersonal Communication: Listening Skills
To review individual course descriptions, please return to the previous page and
select the desired title(s).
Saleh>>33>Oracle Application Server 10g

Administration Part 2 February 8, 2009
Oracle Application Server 10g is an integrated, standards-based software platform that

allows organizations of all sizes to be more responsive to changing business
requirements. This course covers managing application server, Oracle iHat tool,
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Lightweight Directory Access Protocol (LDAP), Oracle Internet Directory (OID), Oracle
HTTP server, and Oracle Web Cache. The course encourages decision-making skills
Made by Saleh
through an interactive tool that simulates real-life scenarios that the target audience
may encounter.
Learn To: Page | 51
• Identify methods of managing Oracle Application Server (Oracle AS) by using its
Application Server Control (ASC).
• Identify characteristics of the Oracle Process Management and Notification
(OPMN) server.
• Identify characteristics of Distributed Configuration Management (DCM).
Audience:
The course is intended for Web Administrators and Technical Consultants who have a
working experience with Linux Operating Systems.
Deployment:
Self-Study
Language Options:
US English
Total Learning Time:
4 hours
Objectives:
February 8, 2009
Unit 1: Oracle Application Server 10g
• Identify methods of managing Oracle Application Server (Oracle AS) by using its
Application Server Control (ASC).
• Identify characteristics of the Oracle Process Management and Notification
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(OPMN) server.
• Identify characteristics of Distributed Configuration Management (DCM).
Made by Saleh
• Identify characteristics of Oracle AS High Availability Tool (iHAT).
• Identify benefits of Oracle Internet Directory (OID).
• Identify tasks to be performed for OID administration.
• Match OID command-line tools with their functions. Page | 52
• Identify modules of Oracle HTTP Server (OHS).
• Match the directives and commands for managing OHS with their descriptions.
• Identify guidelines for configuring an Oracle HTTP server (OHS).
• Identify guidelines for controlling access to OHS.
• Add an access log file to the server.
• Identify features of directives.
• Identify features of virtual hosts.
• Sequence the steps to configure a virtual host.
• Identify different types of aliases.
• Identify features of Oracle Application Server 10g (Oracle AS) Web Cache.
• Identify guidelines for administering Oracle AS Web Cache.
• Identify the steps for configuring security settings of Oracle Application Server
10g (Oracle AS) Web Cache.
• Sequence the steps in configuring a listening port for handling incoming
requests.
• Sequence the steps to configure Oracle AS Web Cache with an application Web
server.
• Configure and map a site definition.
• Sequence the steps for creating a caching rule.
• Sequence the steps to configure an access log.
February 8, 2009
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Made by Saleh
Saleh>>34>How to Ask The Right Questions To
Maximize Influence And Minimize Objections Page | 53
More important than what you say is what you ask. People believe their answers
to questions more often than they believe you. When you invest your time by
maintaining a relaxed, inquisitiveness early on, you save time later. People give
you the information you need to maximize your influence. By using preplanned
and deliberate questions, you can better direct your answers to show a customer
how your product or service is the best fit for them. Your customer has previous
buying experiences where he or she has formed doubts and concerns. Concerns
or objections are natural in sales. Be ready to recognize objections and allow
them to be a way for you to demonstrate how what you have to offer can reduce
or relieve the concern. Without questions you may be talking to a general
audience and minimize your ability to make a sale. Know the variety of questions
at your command and put them into use. It?s a delicate balance of getting the
client to be specific, when we may be purposefully vague with our questions.
It means applying the Pareto Law: 80% of the time the seller should be listening
and 20% of the time the seller should be talking. And when talking the seller
connects what’s important from the customer’s perspective to the product,
service or idea.
February 8, 2009
Saleh>>35>Basics of Organizational
Communication
Organizational Communications Communication is the most important

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determining factor for success in the business world.

This course is a must for those wishing to become effective communicators.
Made by Saleh
Content includes such topics as a verbal and non-verbal communication,
persuasion, conflict and anger, and listening. Your expert-led training is
presented by Joe Tucker. Joe Tucker, a consultant/trainer for Intelligent
Concepts, Inc. has extensive experience in technologies such as DNS, DHCP, Page | 54
VPNs and TCP/IP routing and configuration. He has trained many clients on use
of Technology and trains in a classroom and lecture environment on how to
install and administer Windows NT/2000/2003. His experience in the deployment
of operating systems and applications as well as controlling and maintaining user
environments and data is extensive. Joe has taught at Microsoft Authorized
Technical Education Centers throughout the United States. Joe?s certifications
include: CTT Certified Technical Trainer, Cisco Certified Network Associate ?
CCNA, Microsoft Certified Product Specialist Certification, Microsoft Certified
Trainer, and Microsoft Certified Systems Engineer. Frequently Asked Questions
How long will it take me to complete the course? The amount of time it takes to
complete the course is dependent upon the time you are able to spend in study.
The actual length of the online video instruction is close to 3 hours. However to
maximize the learning experience, that online video instruction is broken into
many smaller topic segments that tend to be 10-15 minutes in length, and many
have optional activities as well.Will I be able to work at my own pace? Yes. The
modular format of the instruction method allows you to proceed according to your
own pace. Your personal schedule governs your completion time.Are there any
required books for the course? No. the printable materials are accessible from
within each course segment and can be viewed online as well. These are
included at no additional cost to you.Can I assess what I have learned? Yes.
Each self-paced unit has an associated assessment quiz. From there you will be February 8, 2009
able to determine if you understood the concepts or if you still need to review the
materials further.What are the advantages of taking this course online? Always
accessible?on demand?single login?easy to manage?work at your own pace?
these are just a few of the many advantages.
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Made by Saleh
Saleh>>36>Basics of Effective Communication
Course description -- Basics of Effective Communication examines the Page | 55

fundamental elements of communication and describes how you can send clear
and consistent messages to a Receiver. It gives tips for choosing the right
communication method and considering other important factors that impact
effectiveness. It covers effective listening and feedback skills in practical and
immediately useful Strategies and Tips. IMPORTANT NOTE: INTERNET
EXPLORER (IE) BROWSER REQUIRED - can`t use Netscape or other browsers
for this training.
Saleh>>37>Getting Results from the Boss
What does the word "boss" mean to you? Does it stand for Big Old Stubborn
Sourpuss? Or does "boss" conjure an image of a level-headed, flexible, and
thoughtful co-worker? Whatever the case, as an employee working in a
subordinate role, it's up to you to learn how to get the results you desire. That
means knowing how to do everything from building a relationship with your boss
to dealing effectively with him when he only wants to disagree. In this course,
you'll learn how to get results from your boss in a number of situations despite
your lack of authority. Any staff or team member who doesn't have any direct or
formal authority seeking to achieve results through the use of written and oral February 8, 2009
communication skills
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Made by Saleh
Saleh>>38>Communicating with Power and
Confidence Page | 56
Do you want to be an effective and powerful communicator? Do you want to take

charge, welcome responsibility and view challenge as an opportunity? In today's
workplace, when administrative support professionals talk, supervisors listen.
They have been empowered and given many managerial responsibilities. They
can now work alongside rather than as subordinates to their managers. They no
longer only proofread, make coffee, or take notes. Today they run team
meetings, benchmark, make presentations to senior management, pass out their
own business cards, and earn degrees. Administrative support professionals who
can communicate, teach, guide, mentor, and make important decisions have a
greater chance of achieving upward mobility in their workplace. Administrative
assistants can earn more money as a result of taking on these responsibilities.
This course will show you how to communicate with power and confidence, a skill
that will enable you to advance your career. Administrative support professionals
who want to communicate more effectively and be better equipped to take on
more responsibilities in the workplace and advance in their career.
February 8, 2009
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Made by Saleh

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Saleh>>1>Communicating in Sales Teams

sales team meetings.| - select examples of essential elements of a focused agenda. | -

Saleh>>3>Communication Skills to Fast-track

Saleh>>4>Applying Your Field Sales Approach

Saleh>>5>Preparing for Outbound Sales Calls

Saleh>>7>Communication Skills for Successful

professional moving into a management position. | - identify the characteristics that

Saleh>>8>Interacting with the Customer

communication skills|Elements of Communication| - classify examples of

Saleh>>9>Professional Skills for Customer

host of other information? Communication is too important to be left to chance. The

Saleh>>12>Essentials of External Consulting February 8, 2009

asked to deploy your knowledge in an external consulting role.What do external

to determine whether a supervisor is praising subordinates' work effectively.| - identify

Saleh>>14>The Mechanics of Communicating

said. To be an accomplished listener you must be prepared to become actively involved

classify described examples of body language as reflective, responsive, combative or

Listening| - apply effective listening strategies to a given situation. |Factors Influencing

cues to maintain a conversation, in a given scenario. |Lesson Overview| - identify the

Saleh>>17>Higher Purpose Listening

Saleh>>18>Enhancing Listening Skills

business situations such as interviews, business meetings, and negotiations.

Saleh>>19>Six Sigma Listening to the Voice of

• Sequence the steps for preparing to write an effective telesales script.

phone in any part of the sales cycle.

NASBA credits: 3 CPE Credits

Total Learning Time

Unit 1: Preparing for Telephone Sales (0.5 - 1 hour)

Unit 2: Communication Essentials for Telesales (0.5 - 1 hour)

• Select qualities of an effective teleselling voice.

Saleh>>22>Self Development Positively

Self-Development: Positively Influencing Others offers the student an overview of the

• Identify steps to improve and encourage active listening skills.

NASBA credits: 3 CPE Credits

CEU credits: 0.30 CEUs

Total Learning Time

Unit 1: Influencing with Nonverbal Communication (0.5 - 1 hour)

• Recognize the ways in which nonverbal communication affects verbal

Unit 2: Influencing Through Language (0.5 - 1 hour)

• Identify methods for giving your language impact.

• Identify the difference between hearing and listening.

NASBA credits: 3 CPE Credits February 8, 2009

PDU credits: 3 PDUs

CEU credits: 0.30 CEUs

• Recognize why listening is important.

Unit 2: Analyzing Your Listening Skills (0.5 - 1 hour)

• Understand the need for the listening process.

Unit 3: Listening to Improve Communication (0.5 - 1 hour)

• Understand the importance of responding to a speaker.

Unit 4: Addressing Listening Problems (0.5 - 1 hour)

• Recognize different listening problems.

Cross-Cultural Business Communication: Developing Cross-Cultural Communication

• Select the guidelines for building trust.

Managers, supervisors, employees, or anyone who communicates internationally for

NASBA credits: 3 CPE Credits

CEU credits: 0.30 CEUs

Total Learning Time

Unit 1: Communicating Across Cultures (0.5 - 1 hour)

• Follow the guidelines to establish rapport when communicating cross-culturally.

Saleh>>25>Listening Skills The Fundamentals of

• Understand the listening process.

NASBA credits: 3 CPE Credits

CEU credits: 0.30 CEUs