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HEAT.UHARDI Education’s top online learning programs

Based on our members’ current and future needs, the Professional Development & Training Committee will serve as the hub of educational information whether created or acquired and will market, distribute and coordinate these education products or programs.

HARDI’s Professional Development & Training Committee defines and directs services and products to enhance knowledge, skills and abilities for the HVACR industry. Subcommittees focus on career development, technology/product training, and executive development.

For additional information or questions about HARDI’s Education Services please contact: Emily Saving, Director of Education & Research Foundation esaving@hardinet.org 888-253-2128

COMMITTEE MISSION

CONTACT

WHAT IS HEAT.U? HARDI’s Education and Training University is an online learning platform providing a vast number of course offerings carefully selected to fulfill the educational and professional development needs of any HARDI HVACR wholesale operation, as well as many employees within the HARDI supplier, service vendor and other membership categories.

HOW IS HEAT.U DIFFERENT FROM TAKING A COURSE AT A LOCAL INSTITUTION? Research has demonstrated that a well-designed and properly executed e-learning program provides equal, if not better, results as a traditional training program would, but at a much lower cost.

WHAT COURSES ARE AVAILABLE ON HEAT.U? HEAT.U’s vast capabilities provide a value-add for human resources and training professionals responsible for managing employee training records within a member’s organization.

HEAT.U features hundreds of e-learning titles including:

• Sales Manager Certification

• Branch Manager Certification

• Counter Specialist Certification

• HVACR Technical Skills that includes many courses approved for RSES, ASHRAE, OSHA and NATE continuing education credits

• Safety and Warehouse

• Leadership Development

• Sales

• Plus Soft skills such as communication and customer service

HOW MUCH DO COURSES COST ON HEAT.U? There is no fee to access HEAT.U, members are required to pay only for the courses they select. The courses are priced by the credit hour(s) spent learning and average between $25 and $50 per credit hour.

HOW DO I SIGN UP FOR COURSES ON HEAT.U? Signing up and taking courses is easy! Everything needed is all in one place and can be accessed by visiting the Education tab at www.HARDInet.org and clicking on the HEAT.U logo.

BENEFITS OF USING HEAT.U HEAT.U comes complete with an administration tool used to maintain training records. Human Resource and Training Managers are able to assign courses to employees, launch the courses and most importantly, track and report learning outcomes.

If an organization needs to know the number of courses completed per employee, or the test scores of every employee taking one course, HEAT.U offers dozens of reports designed to assist the member company and enhance its education and professional development training records.

QUESTIONS?

51 courses that we allow someone to have open access to for a period of 3 years. It consists of the course listing below, and is priced at $250. You can see a full course listing by browsing our catalog online at HEAT.U (access via HARDI’s webpage).

1. Basic Business Math – 4 class series – 4.0 credits2. Customer Advocacy – 3 class series – 3.0 credits3. Customer Focus – 3 class series – 3.0 credits4. Customer Service Video Training – 6 class series – .50 credits5. Effective Time Management – 3 class series – 3.0 credits6. Healthy Communication – 7 class series - .50 credits7. Interpersonal Communication – 6 class series – 6.0 credits8. Problem Solving & Decision Making – 6 class series – 6.0 credits9. Sales Foundations – 6 class series – 6.0 credits10. Working with Difficult People – 7 class series – 7.0 credits

HEAT.U CURRICULUM PACKAGES FOR COUNTER BRANCH SALESChoose from pre-configured packages, or allow HARDI’s on-staff consultants to help you put together a customized curriculum based on an individual’s needs or a particular position.

HARDI COUNTER PROFESSIONAL SKILLS PACKAGE

HARDI SALES PROFESSIONAL SKILLS PACKAGE

1. Negotiation Essentials – 6 class series – 6.0 credits2. Customer Advocacy – 3 class series – 3.0 credits3. Customer Focus – 3 class series – 3.0 credits4. Customer Service Video Training – 6 class series – .50 credits5. Healthy Communication – 7 class series - .50 credits6. Interpersonal Communication – 6 class series – 6.0 credits7. Sales Foundations – 6 class series – 6.0 credits8. Essential Selling Skills – 6 class series – 3.0 credits9. Basic Presentation Skills – 3 class series – 3.0 credits10. Key Account Selling Video Training Package – 33 class series – 4.45 credits

79 courses that we allow someone to have open access to for a period of 3 years. It consists of the course listing below, and is priced at $250.You can see a full course listing by browsing our catalog online at HEAT.U (access via HARDI’s webpage).

HARDI BRANCH MANAGER CERTIFICATION E-LEARNING PACKAGE

1. EJ4 Leadership Video Training Package2. Feedback Video Training Package 3. Emotional Intelligence Video Training Package 4. Legally Firing5. Legally Hiring6. Workplace Violence7. Performance Management8. Sexual Harassment Awareness9. Leading Teams10. Motivation11. Leadership Essentials12. Generating Creative and Innovative Ideas13. Working with Difficult People14. Setting and Managing Priorities15. Business Coaching16. First Time Manager Essentials17. Management Essentials18. Managing Problem Performance19. Managing Organizational Change20. Talent Management Essentials21. Retailer Profitability Video Training Package22. Truth in Lending Act and Regulation Z

23. Fair Debt Collection Practices Act24. Fair Credit Reporting Act25. Accounting Fundamentals26. Accounting Essentials for Non-financial Professionals27. Safety Video Training Package28. Fuel Savings29. Materials Handling Fundamentals (and test Package) 30. Effective E-Mail Management31. Effective Time Management32. Business Writing Basics33. Project Management for Non-Project Managers34. Key Account Selling Video Training Package35. Customer Service Video Training Package36. Negotiation Essentials37. Basic Presentation Skills38. Interpersonal Communication39. Customer Advocacy40. Customer Focus41. Customer Service Fundamentals42. Essential Selling Skills43. Sales Foundations

More than 300 courses that we allow someone to have open access to for a period of 3 years. It consists of the course listing below, and is priced at $350. You can see a full course listing by browsing our catalog online at HEAT.U (access via HARDI’s webpage).

Comfort Heating: Introduction – An overview of residential/light commercial heating. Learn to identify components in a heating system and understand their function. This course also discusses the construction and climatic factors that affect building heat loss. 1.5 CEUs E-book price: $300.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

Comfort Cooling: Introduction – An overview of residential/light commercial cooling. Course discusses basic cooling concepts, operating principles. An overview of heat gain, controls and duct systems as a prelude to more detailed study. 1.5 CEUs E-book price: $300.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

Electrical: Practical Concepts – Covers basic electrical circuits and Ohm’s law. Recommended for anyone who has had no formal training in electrical concepts. Includes a workbook on constructing residential ladder (elementary) wiring diagrams. 2.0 CEUs E-book price: $300.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

Counter Sales & Service – Overall objective of this distance learning course is to explain the non-technical duties and basic responsibilities of a heating-cooling-refrigeration wholesale counter sales person. 2.5 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Controls: Principles – Learn how controls work and how to troubleshoot heating and cooling control problems. Fundamental knowledge of electricity assumed, and a first chapter review provided. 3.0 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Small HVAC Systems: Installations – Provides background information on most common installation requirements for small heating and single-phase air-conditioning systems. 2.0 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Small HVAC Systems: Servicing – A follow-up course to installing. Covers diagnosing poor performance, furnace checkout, fundamentals of evacuation and dehydration, refrigerant recovery, motors, checking & replacing compressors, serving cooling towers, the “psyche” chart, solving specific problems and safety. 2.0 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Modern Hydronic Heating: Introduction – Comfort principles, heat loss calculations, and system components - boilers, pumps, terminal units – are covered. 2.5 CEUs E-book price: $300.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Modern Hydronic Heating: Advanced – A follow up course in pipe layout & sizing, installation & service. One-pipe, through two-zone systems covered. 2.5 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | Unit 3 Exam | $15 per student

Commercial Refrigeration – Servicing equipment found in supermarkets, convenience stores and restaurants. Starts with The Basic Refrigeration Cycle workbook (included) plus text and study guide. 3.0 CEUs E-book price: $300.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

Wholesaling 101 for HVACR Distributor Personnel – This course introduces all the key facets of HVACR wholesale distribution – from marketing to business ethics. 2.5 CEUs E-book price: $350.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

Materials Handling: Fundamentals – The object of this course is to provide a materials handler with an overview of equipment, safety procedures, shipping and receiving practices and the importance of the job to the overall company. 2.5 CEUs E-book price: $200.00 Exam Package: Pretest | Unit 1 Exam | Unit 2 Exam | $15 per student

HARDI’S INDEPENDENT STUDY CURRICULUMHARDI offers a set of downloadable PDF workbooks, and online testing, in twelve subject areas. These courses are a perfect way to equip your non-technical workforce, such as counter or warehouse personnel, with enough of a technical background to allow them to work smarter and serve your customers better. Since these courses are available outside the confines of a physical classroom, they can be studied any time, any where.

COURSE OFFERINGS

TOP HEAT.U COURSESWith almost 1,000 course offerings, HEAT.U offers invaluable content plus a streamlined delivery and examination process.

The Top HEAT.U Courses includes the most popular HEAT.U course offerings. To access the full catalog, visit hardinet.org/full-course-catalog.

SAFETYHearing and Noise Safety $25.00 $37.50 1 Learn to identify conditions that lead to hearing damage or loss and use both engineering controls and personal protective equipment to prevent such damage. Respiratory Protective Program Learn to identify respiratory hazards and utilize personal respiratory equipment to prevent injury or illness caused by poor breathing conditions in the workplace. Learn to adhere to safe practices to prevent slips, trips, and falls in the workplace. Slip, Trip and Fall Prevention $25.00 $37.50 1 Learn to identify the specifications regarding several different types of ladders and adhere to standard safety precautions for the use, maintenance, and storage of ladders.Ladder Safety $25.00 $37.50 1 Learn to be able to describe common injuries that require first aid treatment and provide aid for such injuries. Learn to identify major emergencies requiring the services of emergency personnel and provide initial treatment. First Aid $25.00 $37.50 1 Learn to identify the signs of choking, cardiac arrest, heart attack, and stroke. Also learn how to assist victims using appropriate first aid techniques including the Heimlich Maneuver, CPR and AED.First Aid Resuscitation $25.00 $37.50 1 Learn to plan, practice, and apply the standards of the fire protection program in the workplace.Fire Prevention and Protection Program $25.00 $37.50 1 This course covers the four fuel sources and the appropriate extinguisher to use to put out a small, incipient fire and apply the safest procedures for extinguishing a fire in the workplace.Fire Extinguisher Safety $25.00 $37.50 1 This course covers the necessity of a lock out/tag out program and adhere to the procedures and practices of lockout/tagout safetyLockout/Tagout Safety Program $25.00 $37.50 1 When workers enter confined spaces, the entry supervisor oversees all operations prior to entry as well as during and after all work has been completed. The entry supervisor must be familiar with all operations of confined spaces to ensure the safety of all workers.Confined Space Entry – Entrant and Attendant Duties This course covers the flow of electrical current, describe common hazards of electricity, and practice safety procedures to prevent injury, damage, and death caused by electrical hazards.Electrical Safety $25.00 $37.50 1 Learn the safe practices and procedures that minimize the hazards of operating forklifts and other powered industrial trucks in the workplace.Forklifts and Powered Industrial Trucks Safety $25.00 $37.50 1 Learn how to avoid falls and injury due to falling objects in the workplace by adhering to safety precautions and utilizing safety equipment.Fall Protection $25.00 $37.50 1 This course covers the safety procedures involved with handling, storing and using gas cylinders.Compressed Gas Cylinders Safety $25.00 $37.50 1Learn to identify hazardous materials common to industrial and commercial workplaces and appropriately respond to spills, leaks, or other types of contamination within the workplace to protect personnel.Hazardous Materials Safety $25.00 $37.50 1Learn to identify hazardous materials common to industrial and commercial workplaces and appropriately respond to spills, leaks, or other types of contamination within the workplace to protect personnel.OSHA 10 hr. General Industry Outreach $89.00 $133.50 1 The 10-hour course provides an entry level general industry worker’s broad awareness on recognizing and preventing hazards on a general industry site. Students will be introduced to OSHA policies, procedures and standards as well as general industry safety and health principles and work practices covered in OSHA Act Part 1910. Special emphasis will be placed on areas most hazardous using OSHA standards as a guide. General industry workers must receive additional training, when required by OSHA standards, on specific hazards of the job. Upon successful completion of the course, participants will receive an OSHA 10-Hour General Industry Outreach DOL course completion card.

Personal and Protective Equipment $60.00 $90.50 2 This course explains the different types of personal protective equipment (PPE) as required by OSHA standards.Tools and Test Instruments $60.00 $90.50 2 This course explains the basic precautions and safety tips while using tools and text instruments. Fan Safety $60.00 $90.50 2 This course is designed to assist in the safe installation and maintenance of air-moving equipment and to warn operating and maintenance personnel of some of the hazards associated with this equipment. Soldering: Brazing and Welding $60.00 $90.50 2 This course describes hazards during soldering, brazing, and welding and precautions against these hazards.Fire Safety $60.00 $90.50 2 This course describes fire safety and related precautions. Ladders, Scaffolds and Lifts $60.00 $90.50 2 This course describes the guidelines for the safe use of ladders prescribed by the U.S. Consumer Product Safety Commission. Material Handling This course provides an introduction to the correct methods of moving materials manually and moving materials using machinery.

HVACRIntroduction to HVAC Design $95.00 $142.50 3 This course is an introduction to air-conditioning, the environmental factors influencing comfort, and how to determine and prioritize system design objectives.HVAC Systems:  An Introduction $95.00 $142.50 3 This course introduces control theory and explains how evaluate, select, position and sequence the appropriate type of control.HVAC Systems: Thermal Comfort $95.00 $142.50 3 This course covers understanding the factors determining thermal comfort and the comfort envelope to design systems that operate within acceptable ranges. HVAC Systems: Ventilation and Indoor Air Quality $95.00 $142.50 3 This course covers the understanding the types, sources and effects of air contaminants and how to control them, and the basic concepts of ASHRAE Standard 62.1.HVAC Systems:  Introduction to Zones $95.00 $142.50 3 This course covers how to define zones and place thermostats effectively. HVAC Systems:  Single Zone Handlers & Unitary Equipment $95.00 $142.50 3 This course covers calculating and maintaining mixed air temperature with Single-zone Air Handlers and Refrigeration Equipment.HVAC Systems: Multiple Zone Air Systems $95.00 $142.50 3 This course teaches how to describe and sketch the common all-air systems, and discriminate between the advantages and disadvantages of each. HVAC Systems:  Hydronic Systems $95.00 $142.50 3 This course covers components, strengths and weaknesses of hydronic systems, the effects of varying water flow and considerations for effective ventilation. Introduction to HVAC Controls $225.00 $337.50 24 This course introduces control theory and explains how to evaluate, select, position and sequence the appropriate type of controls. HVAC Systems: Basics of Electricity $95.00 $142.50 3 This course provides an introduction to the electrical knowledge needed to understand controls and the use of electrical circuit drawings. 360training.com, Inc. has met the standards and requirements of the Registered Continuing Education Program. Credit earned on completion of this program will be reported to RCEP. A certificate of completion will be issued to each participant. As such, it does not include content that may be deemed or construed to be an approval or endorsement by NCEES or RCEP.HVAC Systems: Control Valves and Dampers $95.00 $142.50 3 This course covers the understanding of the various types of valves and dampers, their selection, and their installation and operation.HVAC Systems: Sensors and Auxiliary Devices $95.00 $142.50 3 This course covers the terminology and attributes of sensors, the selection of moisture sensors, pressure, flow, and auxiliary devices.

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HVAC Systems: Self- and System-powered Controls $95.00 $142.50 3 This course provides the electrical knowledge needed to understand controls and the use of electrical circuit drawings.HVAC Systems: Electric Controls $95.00 $142.50 3 This course is an introduction to electric controls, control diagrams and control logic. HVAC Systems: Pneumatic Controls $95.00 $142.50 3 The course covers the components of pneumatic systems and control applications diagrams.HVAC Systems: Analog Electronic Controls $95.00 $142.50 3 This course covers the understanding of wiring conventions, application-specific electronic controllers and how to use them in HVAC application.Basic System Operation $60.00 $90.00 2 This course covers the operation of the vapor compressor system and the components and fluids associated with it, as well as the basic principles of thermodynamics.Basic Structure of Matter $60.00 $90.00 2 This course is an introduction to the basic structure of matter, the various states of matter, the concept of chemical compounds and the behavior of matter under different conditions.Heat Energy $60.00 $90.00 2 This course covers the processes that take place when heat is added to a material (solid, liquid, or gas) or removed from it, the concepts of measuring temperature changes and amounts of heat. Gas Laws I $60.00 $90.00 2 This course covers the description of gas laws that govern the behavior of the refrigerant used in an air conditioning system and the contributions of well known scientists such as Robert Boyle, Jacques Charles and John Dalton in the creation of these laws.Gas Laws II $60.00 $90.00 2 This course covers the behavior of various gases under different circumstances, the concept of density and temperature change, the specific volume and specific gravity of a material and the behavior of gases with respect to changes in weight and density.This course covers key terms such as saturation, superheat, and subcooling, and how they relate to the functioning of an air conditioning system, the various temperature and pressure scales used in the HVAC industry and the concept of a pressure-temperature chart.Pressure-Temperature Relationships $60.00 $90.00 2 This course covers the principles of cooling, the concept of vapour to liquid conversion, and the air conditioning compression cycle.Compression Cycle I $60.00 $90.00 2 This course covers the concept of volumetric efficiency and the factors that affect it, transformation of energy, and mechanical energy. Compression Cycle II $60.00 $90.00 2 This course covers the concept of refrigerant tables and how they help to set controls and compute head pressure, the use of refrigerant tables to calculate liquid and vapor density and net refrigeration effect and estimate discharge temperatures.Refrigerant Tables $60.00 $90.00 2 This course covers the various properties of refrigerants, an explanation of the terms zeotropes, azeotropes, and near-azeotropes and the difference between them, the thermodynamic, physical and safety properties of common refrigerants.Refrigerant Properties $60.00 $90.00 2 This course is an introduction to the various terminologies and the units of measurement used in the study of electricity. Terminology and Units of Measurement $60.00 $90.00 2 This course is an introduction to the basic concepts of electronics, especially as used in the HVACR industry.Electronics—History and Concepts $60.00 $90.00 2 This course provides an explanation of the two basic ways in which two circuit components can be connected and the concept of power, its calculations and how the power consumed by the two types of circuits are different.Series Circuits~ Parallel Circuits~ and Power $60.00 $90.00 2 This course is an introduction to the principles that define magnetism, the various types of magnets available today, the methods used to produce magnets, and the various theories on the nature of magnetism. Magnetism and Transformers $60.00 $90.00 2 This course covers the explanation of the concepts of magnetic fields and lines of force. Magnetic Attraction, Repulsion & Shielding Transformers $60.00 $90.00 2 This course covers the explanation of the components that make up a transformer, how transformers are rated, and the different types of transformers in use today.Relays~ Contactors & Starters $60.00 $90.00 2 This course covers the explanation of troubleshooting techniques for relays, contactors, and starters used in the HVACR field.Fundamentals of Alternating Current $60.00 $90.00 2 This course covers the fundamentals of alternating current and the reason why it may be used in the power distribution system.

Alternating Current: Reactance~ Impedance & Power Factor $60.00 $90.00 2 This course covers the calculation of the different resistance introduced in an ac circuit by capacitors, inductors, and resistors and the concept of power factor. Circuit Protection Devices: Fuses $60.00 $90.00 2 This course provides an introduction to the different types of fuses, their usage and rating, and how they are tested. Circuit Protection: Circuit Breakers & Overload Protection $60.00 $90.00 2 This course provides an introduction to the circuit-breakers as circuit-protection devices and the concepts of internal and external overloads. Understanding Electrical Schematics This course takes a detailed look at the symbols and conventions commonly used in schematic diagrams.Power Quality $25.00 $37.50 1 When you complete this lesson, you will be able to discuss the nature of power supplied to electrical equipment and list circumstances that affect its quality.Harmonics $25.00 $37.50 1 When you complete this lesson, you will be able to describe problems that may arise in electrical systems due to harmonics. In addition, you will be able to identify the benefit of equipment with minimal harmonic distortion and discuss the wiring methods used to minimize the effects of harmonics.Electrical Faults and Currents $25.00 $37.50 1 When you complete this lesson, you will be able to explain causes and types of electrical over-current, and identify how to protect circuits from over-currents and faults.Over-current Protection: Fuses and Breakers $25.00 $37.50 1When you complete this lesson you will be able to identify types of fuses and breakers used in electrical distribution systems and explain how they work.

TRANSPORTATIONBobtailing and Jackknifing 13022A $99.00 $148.50 .5 This video explains what ‘Bobtailing’ a tractor is and why it is dangerous. It also explains the basics of braking and the different ways braking can affect the trailer and cause it to ‘Jackknife.’Dashboard Dieting 13026A $99.00 $148.50 .5 A lot of what we eat at truck stops, plazas, and restaurants taste good but aren’t good for us. Eating right can often be a challenge but it doesn’t have to be difficult. This course covers the basic principles on what foods are good for us and what amounts we should consume.DOT Alcohol and Drug Rules 13005A $99.00 $148.50 .5 This one hour program is designed to meet the DOT requirements for training truckers in the substance abuse and drug testing program.Driver’s Daily Log 13024A $99.00 $148.50 .5 This program explains what guidelines the Federal Motor Carrier’s Safety Administration requires as to what type of information is to be recorded on the driver’s daily log. This program shows examples of how a driver can record their daily log activities and how to properly document them.Driving in Extreme Weather Conditions 13018A $99.00 $148.50 .5 This program discusses several different types of conditions that you might encounter while driving such as heavy rain, snow, black ice, poor visibility, construction, and driving at night. This program offers several good suggestions to help you avoid an accident.Heavy Truck Braking System and Braking Techniques 13019A $99.00 $148.50 .5 This program teaches the viewer about the different types of braking system found on large trucks and how they are different than smaller cars. This program illustrates how important maintaining the braking system is and how much force must be used to stop a fully loaded truck within a short distance. Hours of Service 13016A $99.00 $148.50 .5 This program easily breaks down the proper way to document legal on duty time as established by the Federal Motor Carrier’s Safety Administration. The program discusses the 11hr/14hr. rule, 7-60 rule, 8-70 rule. The program also goes over the driver’s daily log sheet, and monthly log sheet. Hours of Service for Property Carrying Vehicles 13021A $99.00 $148.50 .5 This program easily breaks down the hours of service laws established by the Federal Motor Carrier’s Safety Administration. The program discusses the 11hr/14hr. rule, 7-60 rule, 8-70 rule. This program does NOT cover the driver’s daily log.Intersections - Expect the Unexpected 13023A $99.00 $148.50 .5 This course illustrates the dangers that can happen when crossing through an intersection. This course shows different scenarios of common events that can happen when going through an intersection.Level 1 Inspections 13015A $99.00 $148.50 .5 Roadside inspections are a part of life for professional drivers. This program prepares drivers for these inspections and teaches drivers from the inspectors what they are

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looking for and how to pass these inspections.Loading and Unloading Trailers Updated 13010A $99.00 $148.50 .5This training program provides instructions to individuals who load and unload trailers. The course covers safe lifting, safety precautions when driving on or off the trailer with lift equipment, and more.Motorcoach Inspection Level One 13011A $99.00 $148.50 .5 This training describes the process for planning and conducting motorcoach Destination, En Route, and Terminal inspections. The course further explains the applicability of the Federal Motor Carrier Safety Regulations (FMCSR) while differentiating between a truck and a motorcoach.Preventing Slips and Falls in Trucking Updated 13014A $99.00 $148.50 .5 Most injuries in trucking are caused by truck drivers slipping and falling from their vehicles during entry and exit from the vehicle. This training program was developed to train truckers how to properly enter/exit the vehicle using the three point triangulation system, other safety basics. This program, if implemented can assist in greatly reducing accidents and injuries from trucking slips and falls. Good for all truck drivers, not just 18 wheelers.Rest Stop Routine 13025A $99.00 $148.50 .5 Working in the trucking industry increases a person’s risk for developing musculoskeletal problems and other health issues due to the long hours in the same sedentary position. This program is designed to show you a few things that you can easily do to counteract the negative effects on the body that commonly affect people in the trucking industry.Road Rage 13012A $99.00 $148.50 .5 This short training program is designed to illustrate this behavior and what can be done to prevent people from causing road rage or being a victim of aggressive driving of others. This training explains prevention techniques and what to do if you experience hostile or dangerous drivers and demonstrates how individuals can change their aggressive behavior.Safe Backing of Tractor Trailer Rigs 13020A $99.00 $148.50 .5 This video discusses some of the mechanics and techniques required in the backing of large vehicles such as tractor trailers. The techniques in this training may also apply to other large vehicles. This program talks about the cone of invisibility that is...Safe Operations of Motor Vehicles 13006A $99.00 $148.50 .5This program is designed for anyone operating a motor vehicle on freeways or city driving. This training explains many basics of the laws as a reminder of awareness of information drivers should know, but have a tendency to forget.The Consequences of Driving a Motor Vehicle Under the Influence 13009A $99.00 $148.50 .5 This program is designed to graphically demonstrate the consequences of driving under the influence. A drunk driver is pulled over, given a sobriety field test, taken to jail, and then appears before a judge for sentencing. Think n Drive 13013A $99.00 $148.50 .5 This is an excellent training program for beginners or advanced students. This particular Course is unique, in that it shows driving conditions in today’s busy, fast-paced environment and illustrates many new applications that are not found in standard defensive driving courses. Vehicle Pre-Trip Inspection 13004A $99.00 $148.50 .5 This is an excellent refresher for drivers on what to inspect on the rig before beginning a haul. This course explains fifth wheel, king pin, O ring, and other inspections required before operating the vehicle.

FINANCIALSBasic Accounting Principles and Framework $40.00 $48.00 1 This course aims at familiarizing all learners with basic accounting principles and concepts that set the ground for more advanced learning in this area. You’ll be introduced to key accounting terms and concepts such as key characteristics of accounting, the accounting equation, double entry bookkeeping, and basic accounting principles. This course also helps you recognize key characteristics of the International Financial Reporting Standards (IFRS) vis-à-vi the Generally Accepted Accounting Principles (GAAP). The Accounting Equation and Financial Statements $40.00 $48.00 1 This course aims at familiarizing learners with the basic accounting equation and financial statements. You are introduced to the accounting equation and how given transactions affect the specific accounts using the debit and credit rule. This course also presents the key characteristics of financial statements and how they are related to each other. The Accounting Cycle and Accrual Accounting $40.00 $48.00 1 This course teaches the essentials of the accounting cycle, chart of accounts, and accrual accounting method. It walks you through various stages in the accounting cycle, categories of accounts, and how they are organized in respective financial statements. Finally, it introduces the cash and accrual accounting methods and their differences with help of examples.

Accounting Transactions and Books of Account $40.00 $48.00 1 This course covers the key accounting skills of recording accounting transactions in a journal and then posting them into a ledger. You’ll be guided through examples of appropriate general and special journals entries and you’ll learn how to use general ledgers and subsidiary ledgers for a variety of transactions. Finally, you’ll learn to analyze a transaction, record it in the appropriate journal, and then post it to the ledgers. Trial Balance & Adjusting Entries $40.00 $48.00 1 This course teaches you how to prepare a trial balance, make adjusting entries, and close the temporary account books at the end of an accounting period. It introduces several types of trial balances performed within the accounting cycle and walks you through the preparation of a trial balance. This course also teaches you how to classify and make adjusting entries and close the accounts at period end. The Income Statement $40.00 $48.00 1 This course aims to familiarize you with the Income Statement and gives you an understanding of how it interacts with other financial statements. You’ll be taken through the various components of the Income Statement and taught hands-on knowledge of how to calculate gross profit, operating income, and net income. Finally, the course presents how common business transactions affect the Income Statement and how it interacts with other financial statements.Balance Sheet $40.00 $48.00 1 This course walks you through a Balance Sheet and its key components. It also illustrates how common transactions affect the Balance Sheet with the help of accounting examples. It also teaches you how to prepare a Balance Sheet and how the Balance Sheet interacts with other financial statements.Cash Flow Statement $40.00 $48.00 1 This course discusses various aspects of Cash Flow Statements and walks the learner through the steps in preparing one using a business scenario. Learners are introduced to various components in a Cash Flow Statement and also shown how to calculate cash at the end of the accounting period. This course also presents examples of how various transactions affect cash balances in an organization and how a Cash Flow Statement connects with the Income Statement and Balance Sheet.Accounting for Companies’ Stock Transactions and Dividends $40.00 $48.00 1This course presents basic concepts and accounting treatments involving companies’ common and preferred stocks, treasury stocks, and dividends. The course aims at identifying key characteristics of incorporated organizations and how common equity transactions affect their financial position. It walks you through the accounting treatments for common, preferred, and treasury stocks. You are also taught how to record transactions involving cash and stock dividends.

GENERAL SKILLSBasic Business Math: Using Whole Numbers and Decimals $40.00 $48.00 1 This course helps you to confidently use whole numbers and decimals in business through a series of real-life problems and examples.Basic Business Math: Percentages and Ratios $40.00 $48.00 1 This course helps you to confidently use percentages and ratios in business through a series of real-life problems and examples.Basic Business Math: Averages and Equations $40.00 $48.00 1 This course helps you to confidently calculate weighted and moving averages, as well as using equations in business through a series of real-life problems and examples. Basic Business Math: Charts and Graphs $40.00 $48.00 1 This course helps you to understand how numerical data is represented in charts and graphs. And it shows you how to choose the right type of graph for a particular business situation, and apply good practice when using graphs and charts. Business Grammar: Parts of Speech $40.00 $48.00 1 This course defines the functions of the eight parts of speech: nouns, pronouns, verbs, adverbs, adjectives, prepositions, interjections, and conjunctions. In particular, it focuses on how to use them effectively, and correctly. And it provides special focus on nouns, adverbs, adjectives, and verbs, including verb tenses. When you have finished the course, you’ll have the necessary building blocks to develop your writing skills.Business Grammar: The Mechanics of Writing $40.00 $48.00 1 This course explains how to use words correctly, including some key rules on how to spell correctly. It covers rules for properly constructing prefixes and suffixes. In addition, the course describes how to form plurals and possessives correctly. It presents spelling rules and tips to help you. Knowing the rules, as well as the exceptions, when it comes to details like these will make you a more confident writer and leave a good impression on your readers.Business Grammar: Punctuation $40.00 $48.00 1 This course presents the basic rules for using capital letters, abbreviations, and numbers. It covers abbreviations of titles, names, locations, and countries, as well as how to capitalize direct quotes, titles, names of organizations, and product names, among other elements. In addition, you will be introduced to the forms and uses of numbers with dates and time, money, fractions, and symbols.

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Business Grammar: Sentence Construction $40.00 $48.00 1 In this course, you’ll review the standard rules and guidelines for using punctuation appropriately. You’ll start by reviewing how to correctly apply end punctuation, including the correct use and rules for periods, question marks, and exclamation points. You’ll also learn how to correctly use commas, one of the most common punctuation marks. The course describes rules for using different connecting and separating marks, such as colons, semicolons, dashes, and hyphens. In addition, it shows how to properly use apostrophes, parentheses, brackets, and quotation marks.Business Grammar: Common Usage Errors $40.00 $48.00 1 In this course, you’ll review basic sentence construction, including how to develop sentences that are logical, clear, and powerful - the basis of any sound business document. The course examines the parts of a sentence: the subject and predicate. It shows the importance of subject-verb agreement, as well as agreement between pronouns and their antecedents. You’ll also learn how to identify and fix some of the most common types of sentence errors.Business Writing: Know Your Readers and Your Purpose $40.00 $48.00 1 This course addresses ways to identify your readers and to create messages that convey the appropriate tone for different reader roles. It also outlines how to write effectively for the three most common reasons for writing a business document: to inform, respond, or persuade. Business Writing: How to Write Clearly and Concisely $40.00 $48.00 1 This course describes ways to make your writing more clear. Specifically, it covers the importance of using short, familiar words, appropriate connotations, concrete and specific language, and transitional words and phrases. The course also discusses ways to be more concise and explains some best practices for organizing content logically and appropriately.Business Writing: Editing and Proofreading $40.00 $48.00 1 This course highlights the importance of editing and proofreading your business documents. It describes some key areas to consider when editing, like tone, structure, clarity, and accuracy. You will also explore ways to proofread effectively. In particular, you will find out about some of the most common grammatical, punctuation, and spelling mistakes that people make.Prioritizing Personal and Professional Responsibilities $20.00 $24.00 .1 In today’s business world, employees face significant performance pressures. This Business Impact focuses on the challenges business professionals face when balancing the demands of home and office in today’s global economy. Coping with Information Overload $20.00 $24.00 .1 Advancements in communication technology have given us instant access to boundless information, but the gains in efficiency and productivity have come at a cost. This Business Impact explores the causes of information overload and explores some practical ways to cope with it. Planning for Interruptions Helps With Procrastination $20.00 $24.00 .1 Wasting time at work is a common problem. This Business Impact examines strategies employees can use to minimize procrastination.Setting and Managing Priorities $20.00 $24.00 .25 Prioritizing is an essential skill for any manager. This challenge considers methods for selecting and setting goals.Coping with Conflicting Priorities $20.00 $24.00 .25 Too little time, too many tasks, and everything needs your immediate attention. Sound familiar? This Challenge Series exercise explores the tools and skills needed to manage your time and cope with conflicting priorities.Setting Goals $20.00 $24.00 .25Goals provide a road map for your performance and development, but setting goals requires you to consider more than your own objectives. You must keep your company’s mission and vision in mind. This Challenge product explores setting appropriate goals. During this exercise, you will play the role of a research analyst for a consumer and market research firm. Getting Time Under Control $20.00 $24.00 .25 You have a limited number of hours in your working day, so how can you manage your time effectively? This Challenge Series exercise explores the symptoms of poor time management and looks at the techniques and tools that can be used to handle the problem. The learner plays the role of senior support engineer at a networking product company who needs to address some serious time-management issues.Time Management: Analyzing Your Use of Time $40.00 $48.00 1 This course focuses on ways to analyze your current use of time. It covers how to use a time log to document and then assess your time use. It also describes how your energy levels and personality affect how you manage time, and outlines ways to better manage time in accordance with your personality type and energy cycle.

Time Management: Planning and Prioritizing Your Time $40.00 $48.00 1 This course focuses on ways to prioritize your workload. It discusses how to prepare a useful to-do list and prioritize the items on it. The course also outlines how to sequence and queue tasks to help improve your time management. Finally, it describes how to estimate time frames so you can schedule your tasks effectively and meet your deadlines.Time Management: Avoiding Time Stealers $40.00 $48.00 1 This course focuses on strategies for dealing with common time stealers: procrastinating and taking on too much work, as well as how to handle interruptions. It shows you how effective time management can help you concentrate on the work that is truly productive while dealing both professionally and speedily with your time stealers.Personal Productivity Improvement: Managing Your Workspace $40.00 $48.00 1 This course provides business professionals with the information they need to implement positive changes in their working space. It addresses the overwhelming nature of tackling a space that’s piled-high with paper, has a disorganized physical or digital filing system, or is overrun with e-mails. Personal Productivity: Self-organization and Overcoming Procrastination $40.00 $48.00 1 This course introduces you to ways of becoming organized to help you accomplish more with the hours you have. It examines the common reasons for procrastination and ways you can overcome them in the workplace. Overcoming the desire to procrastinate can be aided by implementing a strong system of organization.Personal Productivity Improvement: Managing Tasks and Maximizing Productivity $40.00 $48.00 1This course teaches that anyone can be productive if they choose to be, and follow it up with action. People tend to become less productive when faced with major projects, often feeling overwhelmed or unable to complete what’s required of them. This course examines task management and ‘chunking’ and how they can help workloads seem much less overwhelming. It also looks at how to determine which are priority tasks and which are nonessential.Optimizing Your Work/Life Balance: Analyzing Your Life Balance $40.00 $48.00 1 This course highlights techniques you can use to analyze your current level of balance between work and life responsibilities. It covers ways to assess your current work/life balance and overcome internal and external obstacles to achieving balance. Only through properly understanding where you are, in relation to where you want to be, can you begin to construct a map that will take you to your objective of a balanced, fulfilled life. Optimizing Your Work/Life Balance: Maintaining Your Life Balance $40.00 $48.00 1 This course will focus on techniques for maintaining work/life balance. It includes recognizing the behaviors of passiveness, aggressiveness, and assertiveness and how those affect a person’s ability to find balance in life. Techniques that can be used to achieve and preserve balance are also discussed. Optimizing Your Work/Life Balance: Taking Control of Your Stress $40.00 $48.00 1 This course will explain how the signs and symptoms of stress could be of physiological, behavioral, and psychological nature and where these stresses can come from. This course reviews strategies for coping with stress and avoiding burnout. The course also covers how you can positively change your responses to stress once you are able to recognize how you respond to stressful situations. Relaxation techniques such as breathing and mediation are also covered.

COMMUNICATIONInterpersonal Communication: Communicating with Confidence $40.00 $48.00 1 The course shows you how the essential elements of trust, credibility, and specific confident communication behaviors bring about confident communication and enhance your influence. It highlights the advantages of communicating with confidence, explores the construction of trust and credibility, and clarifies how trust and credibility result in confident communications.Interpersonal Communication: Targeting Your Message $40.00 $48.00 1This course explores key considerations for planning and delivering targeted messages. It highlights the components involved in communication and describes what to look for when analyzing the needs and wants of your intended audience – even if it is an audience of one. This course also takes you through the selection of an appropriate medium and context for a given message, and suggests strategies for delivering a well-planned message and eliciting feedback after your message is delivered.Interpersonal Communication: Listening Essentials $40.00 $48.00 1 This course explores the benefits and challenges of effective listening and demonstrates how active listening techniques enhance the effectiveness of your listening skills. It

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takes you through the various levels of listening and outlines behaviors and thought patterns that demonstrate active listening techniques. Finally, it highlights the important skill of providing listener feedback to demonstrate or clarify understanding of the speaker’s communication.Interpersonal Communication: Communicating Assertively $40.00 $48.00 1 This course will guide you as you move into a more straightforward and more effective communication style. You’ll learn about the benefits of assertive behavior and how to distinguish it from passive, aggressive, or passive-aggressive behavior. You’ll also learn about the requirements for assertive communication, such as being honest and straightforward, being respectful of others’ needs and feelings, and using assertive body language and tone. Finally, you’ll learn about how to increase the power of your assertive communication when your first attempts don’t get the results you intended.Interpersonal Communication: Being Approachable $40.00 $48.00 1 This course is designed to give you an understanding of how to build skills to become more approachable. You’ll learn about the benefits of being approachable, as well as some techniques you can use to enhance your ability to reach out and invite others in. You’ll also learn about putting people at ease when you’re communicating and building rapport using skills such as listening, harmonizing, and sharing to ensure that people see how approachable you are.Using E-mail and Instant Messaging Effectively $40.00 $48.00 1 This course covers the basic requirements for using e-mail to communicate effectively. Specifically, you will be introduced to tried-and-true guidelines for e-mailing effectively, fundamental elements every e-mail should contain, and the importance of keeping e-mails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of e-mail.Addressing and Redistributing E-mail $40.00 $48.00 1 This course covers the techniques for addressing and redistributing e-mails appropriately. Specifically, you will be introduced to the best practices for deciding who to send e-mails to, and how to flag e-mails appropriately. The course also covers proper etiquette for forwarding e-mails and using reply and reply all. Finally, the sensitivities of copying an e-mail over someone’s head are addressed.Managing Your E-mail $40.00 $48.00 1 This course introduces techniques for managing e-mail effectively. Tips for using folders and filters to organize e-mails for increased efficiency are addressed, and guidelines on what e-mails are OK to immediately delete are also covered. The course also provides direction on how to recover important information should you lose an e-mail.Negotiation Essentials: What Is Negotiation? $40.00 $48.00 1 This course defines negotiation and describes actions that can help you negotiate successfully. It also discusses two types of negotiation, distributive and integrative, that you will typically encounter in business. And finally, this course covers styles of negotiating.Negotiation Essentials: Planning for Negotiation $40.00 $48.00 1 This course describes key considerations when preparing for a negotiation. It also covers how to prepare for likely compromises you’ll need to make, and how having alternatives to a negotiated agreement and knowing your ‘walk away’ point can make negotiations go smoother.Negotiation Essentials: Communicating $40.00 $48.00 1 This course describes ways you can communicate effectively in a negotiation. It discusses how to set the tone for a negotiation, make an effective and clear proposal, and respond positively to the other party in the negotiation.Negotiation Essentials: Persuading $40.00 $48.00 1 This course identifies the value of persuasion in negotiations and highlights strategies to help you be persuasive in negotiations. It also covers techniques for effectively dealing with difficult people in negotiations.Negotiation Essentials: Avoiding Pitfalls in Negotiations $40.00 $48.00 1This course describes how to overcome common errors in negotiating. It also covers strategies for dealing with difficult negotiating tactics from the other side. Finally, it outlines how to diagnose barriers to agreement.

CUSTOMER SERVICE Customer Advocacy: Communicating to Build Trusting Customer Relationships $40.00 $48.00 1 This course describes how to find out what customers value by using effective questioning techniques and then draw on this feedback to drive improvements in the customer experience. And the course outlines the importance of trust in the customer relationship and how a customer advocacy approach helps build trust. It also describes how to address customer complaints and problems in a way that builds trust. This entails viewing complaints as key opportunities for both resolving issues and providing customers with the tools and services they need in order to be successful.

Customer Advocacy: Enhancing the Customer Experience $40.00 $48.00 1 This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting a customer advocacy service model. It also describes how to enhance the customer experience in a way that drives retention and builds loyalty. In addition, the course explains how to create the conditions for exceeding customer expectations by ensuring you meet customers’ functional expectations first. It outlines ways to create an emotional connection with the customer and deliver the unexpected: a component that has great potential to impress customers and to build an ever stronger emotional connection.Customer Advocacy: Supporting Customer Advocacy $40.00 $48.00 1 This course describes how to support customer advocacy efforts effectively in your organization. It explains how to communicate the goals and values that drive the customer advocacy approach, and how to create an environment that supports cooperation and coordination – two important elements in achieving success with customer advocacy. In addition, the course describes how to motivate advocacy employees by rewarding cooperation. And it explains how to measure the success of your customer advocacy efforts so that you can provide support to employees in areas where they may need help, as well as provide positive feedback about what they’re doing well.Listening to your Customers $20.00 $24.00 0.5 The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.Developing Your Customer Focus $20.00 $24.00 0.5 Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.Identifying and Managing Customer Expectations $40.00 $48.00 1 This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.Creating and Sustaining a Customer-focused Organization $40.00 $48.00 1 This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization’s competitive advantage.Customer-focused Interaction $40.00 $48.00 1 This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.Aligning Performance to Key Indicators $20.00 $24.00 0.5 This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company.The Angry Caller: What’s Your Plan? $20.00 $24.00 0.5 Dealing with angry callers is something every customer service representative and salesperson will face at one time or another. This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.Customer Service Fundamentals: Building Rapport in Customer Relationships $40.00 $48.00 1 This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers’ needs, and understanding their feelings by empathizing with them.Customer Service in the Field $40.00 $48.00 1 This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance. Customer Service over the Phone $40.00 $48.00 1 This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer’s style. In the end, customer service should focus on how to better serve and benefit the customer.Internal Customer Service $40.00 $48.00 1 This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers.

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Customer Service Confrontation and Conflict $40.00 $48.00 1 This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer’s frustration.Shaping the Direction of Customer Service in Your Organization $40.00 $48.00 1This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.

SALESEssential Selling Skills: Mastering Cold Calling $40.00 $48.00 1 This course provides a strategic approach to cold calling, including how to time your calls effectively and how to handle gatekeepers. It demonstrates how to develop succinct and persuasive messaging to help ensure successful calls. And it provides instruction on how to overcome some of the most challenging objections and how to ensure you secure an appointment.Essential Selling Skills: Qualifying Sales Prospects $40.00 $48.00 1 This course describes how to plan for such a meeting, as well as how to conduct that meeting effectively by asking questions in a way that gets you the information you need. The course also explains how to develop a qualified lead into a sales opportunity. This can be done by using the information you gathered in the qualification meeting to propose a relevant and effective solution for the prospect.Essential Selling Skills: Closing the Sale $40.00 $48.00 1 This course demonstrates how to leverage your value proposition in the final stages of the sales process, so you can present it in the most effective way possible. It discusses how to time your closing, and presents strategies for successfully closing the sale. The course also examines how objections function within the closing process and provides an analysis of how to overcome objections to the sale. And finally, it explores the merits of following up after a sale.Presentations that Get People Talking $20.00 $24.00 0.5 Nothing can halt forward momentum in the sales cycle like a stale presentation. One-size-fits-all slide shows; long, droning lectures; exhaustive rundowns of features and capabilities: all great ways to lose an interested customer. If you want to keep your audiences engaged and intrigued, get them involved in your presentation.Don’t Only Go For the Big Fish $20.00 $24.00 0.5 Many salespeople concentrate primarily on closing big deals. This Business Impact examines the value of keeping a mix of all size prospects in the sales pipeline. The Ethics of Gift Giving $20.00 $24.00 0.5 For a sales organization, giving gifts to clients helps strengthen business relationships. But gift giving can create ethical dilemmas if not handled properly. This Business Impact explores the ethical considerations of gift giving.Introduction to Sales $40.00 $48.00 1 This course highlights the important role that the sales function plays and describes how marketing and sales relate to each other. It outlines the roles and responsibilities of the Sales Department, what makes for effective sales, and the trends affecting sales today. The course also provides insight into the importance of the sales cycle and how it affects sales planning and business development.Strategic Sales Planning $40.00 $48.00 1 This course explores the importance of strategic sales planning, including the benefits associated with developing sales strategies. It provides insight into how to approach and develop sales strategies, including the key steps in strategy development such as competitor analysis, segmentation, value proposition development, and sales process development. Preparing for Successful Sales $40.00 $48.00 1 How do you develop a persuasive sales pitch? What makes for an effective sales presentation? What do you do when customers raise objections during a sales pitch? How do you close a sale? This course provides insight into the answers to these questions while it teaches you how to prepare for and deliver effective sales presentations that will resonate with your target audience. You will learn techniques for negotiating during a sale, handling objections, and successfully closing a sale. Developing Strong Customer Relationships $40.00 $48.00 1 This course provides insight into how you can better understand your customers, build credibility, and position yourself for long-term success by building lasting and valuable business relationships.Working within the Sales Culture of Your Organization $40.00 $48.00 1 This course provides an introduction to sales cultures and highlights their importance in today’s competitive marketplace. It also examines the role of the salesperson in a winning sales culture, the attributes of an outstanding salesperson, and how to excel in virtually any sales culture. In addition, the course explores sales management styles. It also provides advice on how to avoid some common sales mistakes.

Developing a Customer-focused Sales Approach $40.00 $48.00 1 This course provides invaluable insight into how to better understand your customer’s real needs and outlines the benefits and potential barriers to implementing customer-focused sales approaches. The course also examines the impact of technology and its role in supporting and enhancing customer-focused sales by helping to develop and sustain long-term, mutually beneficial customer relationships. Sales Performance-Boosting Persuasion Techniques $20.00 $24.00 0.1 Sales is a highly competitive field, and success relies on far more than the product or service being offered. This Business Impact focuses on five persuasion techniques that can put savvy salespeople on the leading edge.Conducting Effective Discovery Meetings $20.00 $24.00 0.25 This Challenge Series exercise asks you to initiate a discovery meeting effectively, and then to navigate the conversation, questions, and even surprises that follow. The learner takes the role of an account representative in an engineering company that designs and builds health care facilities.The Proof Is in the Proposal $20.00 $24.00 0.25This Challenge Series product explores strategies for drafting an engaging and effective sales proposal. The learner will assume the role of a sales professional in the network security industry.

LEADERSHIPLeading Teams: Launching a Successful Team $40.00 $48.00 1 This course outlines the benefits of business teams and the importance of taking proactive measures to ensure a smooth transition during the initial phase of team formation. It reviews the five stages of team development and offers strategies for dealing with issues that may arise during the first stage, Forming. You’ll learn strategies for selecting high-performing team members most suited for your project or team, as well as recommendations for performing proper introductions, clarifying team purpose and context, and making sure team members understand their responsibilities. Leading Teams: Establishing Goals, Roles and Guidelines $40.00 $48.00 1 This course covers techniques for laying the foundation for a successful team. These techniques include setting team goals, assigning roles to individual team members, and defining specific guidelines that outline how team members should behave to minimize conflict and optimize team performance.Leading Teams: Developing the Team and its Culture $40.00 $48.00 1 This course outlines the role of the team leader on a high-performance team and highlights the importance of taking steps to develop the team culture early on during team formation. It offers methods used to encourage team participation and provides some key strategies used to build a cohesive team culture by encouraging social interactions, establishing team member competencies, and promoting interdependence.Leading Teams: Building Trust and Commitment $40.00 $48.00 1 This course offers strategies used to build trust based on encouraging honest, accountable, fair, and positive behavior. The course also provides leaders with strategies that help increase team member commitment, such as being supportive, making members feel secure, providing interesting work, and acknowledging contributions and achievements. By using these strategies, team leaders can develop a cohesive team that works together to reach its goals.Leading Teams: Fostering Effective Communication and Collaboration $40.00 $48.00 1 This course outlines the importance and benefits of promoting team communication and collaboration. It covers techniques for encouraging effective communication by employing a favorable communication style and ensuring the team profits from team meetings. The course also introduces strategies that team leaders should implement to encourage team collaboration, including fostering shared ownership and stressing the team orientation. Leading Teams: Motivating and Optimizing Performance $40.00 $48.00 1 This course describes ways to optimize team performance and effectiveness through assessments and feedback. It outlines strategies for sustaining high performance, including using coaching to improve team performance and motivating through shared leadership.Leading Teams: Dealing with Conflict $40.00 $48.00 1 This course offers you an understanding about what causes conflicts on a team and the important role of healthy communication in handling conflicts. It presents many best practice approaches to resolving conflicts and illustrates the tenets of principled negotiation. By learning the principles and strategies presented in this course, you will have the skills to keep your high-performance teams away from destructive patterns of conflict and on track to achieving their goals.Leading Teams: Managing Virtual Teams $40.00 $48.00 1 This course offers leaders a framework for successfully leading virtual teams. It outlines the key competencies that members of virtual teams should possess and offers guidelines for specific virtual team activities, such as teleconferencing and decision making. It also highlights a variety of tools and technologies that are commonly used for

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collaboration on virtual teams and presents guidelines for knowing how to choose the right technologies for specific situations.Leading Teams through Change $20.00 $24.00 0.1 Leading Teams through Change discusses the challenges of change management and how to motivate your team during a period of change.Leading Outside the Organization $20.00 $24.00 0.1 A leader’s public image is just as important as his or her management ability. This Business Impact examines the expanding role of today’s business leaders outside of their organizations.Knowing When to Take Leadership Risks $20.00 $24.00 0.1 This Business Impact illustrates why professionals must take care not to allow fear of failure to turn innovative behavior into risk-averse behavior.Involving Employees in Corporate Change $20.00 $24.00 0.1 Given the potentially disruptive impact of change to business organizations, it’s imperative that companies strive to find strategies to involve their employees in the transition process. This Business Impact highlights a number of effective approaches.Innovation is important to growth. This impact explores how to nurture innovation leaders.Wanted - Innovation Leaders $20.00 $24.00 0.1Each innovation lifecycle is unique, but there are certain elements that successful innovations have in common. Executing Innovation $20.00 $24.00 0.1 This Business Impact explores four critical components of executing innovation.Turning Problems Around with Reverse Brainstorming $20.00 $24.00 0.1 This Business Impact explores the technique of reverse brainstorming - a process that helps teams to think obliquely and explore problems in an unconventional manner.The Art of Effective Coaching $20.00 $24.00 0.1 Even the best-conceived business strategies can flounder when the philosophies of senior management fail to translate in daily practice. This Business Impact explores the Benefits of establishing and encouraging an execution-driven culture within your company.Developing a Business Execution Culture $20.00 $24.00 0.25 Successful organizations employ coaching as a means to improve performance. This impact explores the five steps of effective coaching.Managing Performance $20.00 $24.00 0.25 In order to best address performance of individuals and groups, managers must apply a comprehensive approach. This challenge focuses on methods for managing performance.Uncovering the Root Problem This Challenge exercise focuses on an individual’s ability to assess facts and work through the first step in problem solving and decision making: defining the problem.Leading Change $20.00 $24.00 0.25 Although often a force of progress, change can be disruptive to employees. This challenge focuses on methods for successfully managing change.Ethics, Integrity and Trust $20.00 $24.00 0.25 Managers often face complex ethical dilemmas. This Challenge examines a situation that requires taking obligations, duties, and responsibilities into consideration.Leader as Motivator $20.00 $24.00 0.25 Motivating employees isn’t easy. This Challenge examines what leaders can do to create workplace environments where people feel motivated.Leading Innovation $20.00 $24.00 0.25 Ideas don’t come from thin air. This challenge focuses on the on-going process for brainstorming and developing innovative advances.Developing People $20.00 $24.00 0.25 All companies need to develop their employees. This Challenge examines how organizational restructuring can provide development opportunities.Emotional Intelligence $20.00 $24.00 0.25 Effective emotional competence requires focused self-development. This challenge examines the skills and attitudes necessary for mastering emotions in the workplace.Leading Organizational Vision $20.00 $24.00 0.25 Leading an organization toward the development of a compelling new vision requires both courage and creativity. This Challenge Series product examines the vision crafting process.Motivating Human Behavior $20.00 $24.00 0.25 Different needs and values motivate different individuals. This challenge examines how to identify and build upon your employees’ varying motivators.Leadership Essentials: Motivating Employees $40.00 $48.00 1 This course provides you with an understanding of why motivating strategies are important as a leader. It also provides you with practical techniques for encouraging motivation among employees in your organization.Leadership Essentials: Communicating Vision $40.00 $48.00 1 This course provides a general introduction to vision communication, including its nature and its purpose. You will be guided through numerous techniques and methods for a leader to successfully communicate vision, such as personalizing and multiplying

a clear message, communicating enthusiasm in an authentic way, and making the organization’s vision the employees’ own vision. Leadership Essentials: Building Your Influence as a Leader $40.00 $48.00 1 In this course, you will be guided through numerous methods and strategies for effectively influencing a team to accept your ideas. You’ll be introduced to the importance of political awareness and the essential skills involved in using positive politics and avoiding negative politics when persuading others. You’ll also have an opportunity to practice methods for influencing effectively and ethically.Leadership Essentials: Leading with Emotional Intelligence $40.00 $48.00 1This course provides you with an understanding of why emotional intelligence abilities are important as a leader. It also provides you with practical, positive techniques for promoting and improving emotional intelligence as a leader within your business environment. Leadership Essentials: Leading Business Execution $40.00 $48.00 1This course provides you with techniques and strategies for executing business strategy, and more importantly, ideas on how to cultivate a culture that supports the active business execution needed to keep pace with today’s fast-changing world. Specifically, the course will explore techniques for fostering a culture of business execution, one that leverages planning, people, and practice in an integrated approach to business execution. Leadership Essentials: Leading Innovation $40.00 $48.00 1This course provides you with an understanding of what an innovative culture is and what qualities a leader needs to best foster innovation. It also provides you with practical techniques for cultivating and leading innovation. Leadership Essentials: Leading Change $40.00 $48.00 1This course provides you with strategies for leading changes within an organization, including effective approaches to introducing and communicating change. It also provides practical strategies for dealing with sources of employee resistance to change, and for removing organizational obstacles to ensure the transition is followed through. Leadership Essentials: Creating Your Own Leadership Development Plan $40.00 $48.00 1This course explores ways to assess yourself as a leader, establish a vision for the future, and identify obstacles to that vision. It also teaches practical approaches for setting development goals, objectives, and actions designed to move you toward your vision. Lastly, it provides useful criteria for evaluating a personal leadership development plan. Do You Share Your Organization’s Values? $20.00 $24.00 0.1When your values and beliefs align with the values of your organization, going to work each day can feel like a rewarding, enriching experience. But what if they don’t? How do you overcome feelings of value misalignment or conflict, and do so without affecting your work or your professional relationships? This Impact Series product explores ways of identifying and addressing areas of personal and organizational value conflict. Setting and Managing Priorities within the Organization: Mission and Goals $40.00 $48.00 1This course helps you establish priorities for your group by ensuring that its goals are properly aligned with the company-wide goals and mission. It begins by clarifying the distinction between strategic, tactical, and operational goals. It then shows you how to create effective goals. Next it takes you through a step-by-step process for ensuring that the departmental goals you create are suitably aligned with the strategic objectives of the organization. This includes helping you identify imperatives for action that keep you focused and on track to meet your objectives and ensure your team is working effectively through properly identified priorities. Setting and Managing Priorities within the Organization: Deciphering Priorities $40.00 $48.00 1This course helps you set priorities for your departmental team. It begins by explaining the importance of managing priorities appropriately and the dangers of failing to do so. Next, it shows you how to use the Eisenhower principle to rank tasks in terms of importance and urgency. It then walks you through a detailed Pareto technique for deciding how to prioritize among problems in a given scenario and gives you an opportunity to practice this method. Finally, it teaches you some best practice principles for measuring performance on priorities. Setting and Managing Priorities within the Organization: Motivation $40.00 $48.00 1This course shows the impact that motivation has on your team’s approach to its work. You’ll learn about the importance of motivation for performance on priorities and some basic principles for taking actions to address team members’ higher needs. You’ll learn a technique for assessing your own motivational drivers and discover time management skills to help you stay motivated on priorities. And you’ll see how to relate team priorities to individual team members to tap their full potential and focus their energy and enthusiasm toward action on your department’s priorities.

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Setting and Managing Priorities within the Organization: Communication $40.00 $48.00 1 This course explains the elements of effective communication specific to laying out priorities. It gives you guidelines on preparing and developing a message that will resonate with your team. And it teaches you delivery and listening techniques to help you engage your employees in the priorities to motivate them to take action as a team with a clear focus. Coaching $20.00 $24.00 0.25Leading a team requires facilitating effective interaction between team members. This Challenge examines the importance of maintaining team participation and commitment in order to overcome obstacles collectively. Business Coaching: Getting Ready to Coach $40.00 $48.00 1This course introduces the skills you need to be an effective coach, including listening and observing, providing feedback, questioning, and setting goals. It also covers how to identify which coaching role is most appropriate for a given individual or situation. The course also details the importance of selling the idea of coaching to those you feel need it. Business Coaching: Conducting Coaching Sessions $40.00 $48.00 1This course describes how to carry out effective coaching sessions, including clarifying the coacher’s situation and recognizing and determining the best options for your coacher to work with. Finally, the course provides actions for wrapping up a coaching session, including getting commitment, identifying obstacles, creating a plan with deadlines, and agreeing on support going forward. Business Coaching: Building the Coaching Relationship $40.00 $48.00 1This course highlights the importance of a strong coaching relationship. It describes how to establish rapport with your coacher by showing interest, finding common ground, and matching your coacher’s demeanor and language. In addition, the course covers ways to develop a positive coaching relationship, including letting coaches act autonomously and take responsibility, and helping them to learn and develop. Business Coaching: Using Different Coaching Styles $40.00 $48.00 1This course highlights the importance of using an appropriate coaching style with your coacher. Specifically, you will learn how to use different techniques for directive and non-directive coaching. New Manager Transitions $20.00 $24.00 0.25 Transitioning into a management position can be both exciting and potentially overwhelming. The shift from individual contributor to leader requires confidence, solid communication, and a clearly defined plan of action. This Challenge Series exercise explores the benefits of drafting a transition strategy.Adopting the Appropriate Management Style $20.00 $24.00 0.25This Challenge exercise tests the ability of a manager to determine which style of leadership is best under the given circumstances. First Time Manager: Understanding a Manager’s Role $40.00 $48.00 1This course describes some of the myths about management and their corresponding truths in order to clarify what managers really do. It also points to the typical demands and constraints of a manager’s job. Finally, it describes strategies for dealing with common mistakes of first-time managers. First Time Manager: Challenges $40.00 $48.00 1This course describes ways to establish credibility and manage former colleagues effectively. First Time Manager: Meeting Expectations $40.00 $48.00 1This course covers how to meet organizational expectations as a first-time manager, as well as how to balance conflicting expectations of peers, direct reports, and management. It also describes how to establish a productive relationships with your new boss. Managing Fairly $20.00 $24.00 0.1Managing fairly does not necessarily equate to managing equally. This impact explores the difference between treating employees fairly as opposed to equally. Acting Decisively $20.00 $24.00 0.25Acting decisively moves beyond simply making decisions. Decisive leaders exhibit confidence and are able to articulate the rationale behind their choices. This Challenge explores the qualities that embody decisiveness. Dismissing an Employee $20.00 $24.00 0.25Dismissing an employee is a serious matter that demands forethought and thoroughness. This Challenge Series product addresses the three primary reasons for dismissing an employee and the process involved with taking action. Management Essentials: Directing Others $40.00 $48.00 1This course provides information on the key proficiencies you require to effectively direct others. Specifically, the steps for setting direction and establishing clear objectives and goals with your direct reports are explored. The importance of organizing, including organizing resources, is discussed. Finally, communicating for clarity and direction, including listening skills, barriers to effective communication, and tips for overcoming communication barriers are covered. Management Essentials: Delegating $40.00 $48.00 1This course covers the best practices for planning delegation, including deciding what

specific tasks to delegate, and identifying who you should delegate tasks to. Additionally, the course provides techniques for carrying through delegation, including providing your direct report with all the information they require to carry out the task. Finally, the course covers the importance of monitoring delegated tasks, including checking in and getting feedback on the tasks you delegate. Management Essentials: Developing Your Direct Reports $40.00 $48.00 1This course provides an overview of the importance and benefits of developing your direct reports as a manager, and tactical strategies for doing so. Specifically, this involves an examination of the steps required to assess the development needs of your employees by differentiating individual requirements. Also covered is the importance and methods for creating a development plan with your employees based on their individual requirements, and ways to support the development plan by creating opportunities for practice and growth in skills and abilities. Finally, this course introduces ways to continue supporting employees through follow up and monitoring, and ongoing and timely feedback.Management Essentials: Confronting Difficult Employee Behavior $40.00 $48.00 1This course introduces best practices for confronting your direct reports about their difficult behavior. Management Essentials: Managing a Diverse Team $40.00 $48.00 1This course describes what diversity is, including its benefits. It also covers how to prepare to manage a diverse team by understanding key diversity issues and setting ground rules. Finally, it delineates techniques for managing a diverse team. Management Essentials: Treating Your Direct Reports Fairly $40.00 $48.00 1This course focuses on what fairness means in the relationship between managers and their direct reports. It discusses the benefits of treating employees fairly. It also covers areas where showing fairness is most essential – for example, when dealing with different groups and individuals, when distributing information, and when applying standards. Finally, this course provides techniques that you can use in order to demonstrate fairness while managing your direct reports. Management Essentials: Caring about Your Direct Reports $40.00 $48.00 1This course describes what it means to be a caring manager. Specifically, it outlines the behaviors that a caring manager exhibits, such as showing genuine interest and an engagement in the lives of employees. This course also describes ways you can show that you are a caring manager. Communicating Properly during Layoffs $20.00 $24.00 0.1Corporate mergers, financial downturns, and outsourcing make for difficult transitions for any company. This impact explores the importance of clear, thorough, and honest communication during such times of change. Communicating Organizational Change $20.00 $24.00 0.1Change can make people uncomfortable, and fear of the unknown creates anxiety. This Business Impact explores the three key components of effectively communicating organizational change: the when, the what, and the how. Beyond Change: Working with Agility $20.00 $24.00 0.1 Organizational change and other roadblocks can be an unpleasant fact of life, but being nimble and graceful in everyday practice can make those roadblocks less daunting. This Impact Series product explores the importance of developing organizational agility and the effect it can have when organizational change does happen.Managing Change: Understanding Change $40.00 $48.00 1 This course outlines what is meant by change, as well as the importance and benefits of implementing change within an organization. It also details the three different types of organizational change: strategic adjustments, strategic reorientation, and transformational change. Finally, this course covers different practical approaches for managing organizational change, taking into account factors such as the time allotted for the change, the expected degree of change, and the potential resistance to change within the organization.Managing Change: Building Positive Support for Change $40.00 $48.00 1 In this course, you’ll learn about the importance of building a motivating atmosphere that supports organizational change, and the importance of creating short-term wins and vision. The course highlights techniques for listening to your employees during change initiatives such as encouraging open communication, listening to employees’ feelings, checking for understanding, and taking employee input into consideration. The course also covers actions you can take to support individuals through change initiatives, including coaching for change, making sure employees are empowered with the critical knowledge and skills necessary, considering individual characteristics of your employees, and being flexible. Managing Change: Dealing with Resistance to Change $40.00 $48.00 1 This course outlines these aspects of overcoming resistance to change. It surveys the active and passive symptoms of resistance to change, goes deeper to explore the emotional and thought-based causes of these symptoms, and provides strategies for

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dealing with root causes through direct conversations with employees.Managing Change: Sustaining Organizational Change $40.00 $48.00 1This course covers methods for building and cultivating a culture that effectively sustains organizational change. Specifically, this course introduces techniques for creating a collaborative team environment, as well as strategies for getting employee feedback after change. Finally, techniques for managing and sustaining performance after change initiatives are covered, including the important steps of rewarding ongoing learning and improvement, and providing feedback based on strong performance standards. Underperforming employee-now what? $20.00 $24.00 0.1Most managers have dealt with underperforming employees at one time or another. This Business Impact examines how to use turnaround agreements effectively. Recognizing and Diagnosing Problem Performance $40.00 $48.00 1This course explains how you can remain alert to early warning signs of problems in your workplace. It enables you to determine the scope and urgency of problems when they occur. And it shows you how to diagnose root causes on your way to finding the best solution. First Steps for Turning Around a Performance Problem $40.00 $48.00 1This course identifies the benefits of dealing with minor performance problems and explains how to communicate with employees about performance discrepancies. It also demonstrates how you can help employees resolve situational problems in the workplace. And it shows how to put in place corrective measures for performance problems that are the result of the employee’s unwillingness or inability to perform. Using Progressive Discipline to Correct Problem Performance $40.00 $48.00 1This course establishes when it’s appropriate to begin progressive discipline with an employee. It also demonstrates how to progress through the verbal and written warnings of the process, with guidelines for each stage. Preventing Problem Performance $40.00 $48.00 1This course explores how you can prevent problems using performance management activities such as communicating expectations and motivating for good performance. It also covers performance monitoring techniques, including employee self-monitoring, and shows you how to communicate about performance with your employees to achieve the best results. Planning for Performance $40.00 $48.00 1After explaining the nature and benefits of performance management, this course outlines the five phases of a performance management system: planning, monitoring, improving, reviewing, and rewarding. It then explains what you need to do in the planning phase. It shows you how to recognize critical success factors and develop key performance indicators based on these. Then it guides you in collaborating with employees to create role profiles that can generate meaningful performance agreements. Having established performance expectations, you will now have a basis for implementing the other components of the performance management system. Monitoring and Improving Performance $40.00 $48.00 1After explaining the nature and benefits of performance management, this course outlines the five phases of a performance management system: planning, monitoring, improving, reviewing, and rewarding. It then explains what you need to do in the planning phase. It shows you how to recognize critical success factors and develop key performance indicators based on these. Then it guides you in collaborating with employees to create role profiles that can generate meaningful performance agreements. Having established performance expectations, you will now have a basis for implementing the other components of the performance management system. Reviewing and Rewarding Performance $40.00 $48.00 1This course shows you how to rate employee performance objectively by applying a five-category rating scale. It then describes some strategies to prepare yourself and your employee for an annual appraisal meeting. Next, it instructs you in how to conduct such a meeting and gives you an opportunity to practice. Finally, it outlines some principles for developing effective rewards and presents a technique you can use to link compensation to different levels of performance. Attracting and Retaining Talent $20.00 $24.00 0.25Even in a strong employer’s market, it’s critical that companies position themselves as employers of choice. This Challenge Series exercise explores how organizations can address retention and attraction issues in a crisis situation. Talent Management: Basics $40.00 $48.00 1This course helps clarify talent management’s key role in helping an organization perform at its peak. It introduces and defines talent management, describing key concepts related to it. It also points to why effectively managing talent is so important. In addition, this course identifies the key activities associated with talent management and describes the roles played by managers in implementing a talent management strategy. Talent Management: Planning $40.00 $48.00 1This course describes some of the challenges of managing talent, which you should keep in mind as you create your talent plan. It discusses how your talent needs are impacted

by various factors in the organization. The course also describes the components of a talent plan: the road map for attracting and keeping the types of people your organization desires. Talent Management: Acquiring Talent $40.00 $48.00 1This course describes two approaches to talent acquisition: hiring internally and hiring from outside, and explains the best situations in which to use each. It provides examples of how to implement an effective talent recruiting strategy and outlines how to conduct interviews that result in the selection of talented individuals who fit in the organization.Talent Management: Developing and Engaging Talent $40.00 $48.00 1This course describes how to begin building employee commitment with an effective onboarding process that creates a positive first impression. It also covers how to create individual development plans that prepare employees for higher levels of responsibility and keep them challenged. In addition, the course outlines ways to engage employees so they continue to deliver superior performance. Talent Management: Retaining Talent $40.00 $48.00 1This course highlights the importance and benefits of putting effort into retaining talented individuals. It also covers ways to determine the causes of talent departure and effectively manage talent retention by using strategies that foster job satisfaction.

PROJECT MANAGEMENTManaging Projects without Direct Authority $20.00 $24.00 0.05Managing Projects without Direct Authority is a Business Impact product focusing on how Project Managers of cross-functional teams can maximize team involvement, even if they directly report to another manager.Ensuring Management Buy-In on a Project $20.00 $24.00 0.05Ensuring Management Buy-In on a Project discusses the importance of executive buy-in at the beginning of a project.Managing Conflict in Project Teams $20.00 $24.00 0.05This Business Impact discusses some of the options a manager has when resolving conflict in the workplace. Managing Scope on a Project $20.00 $24.00 0.05Managing projects requires dealing with scope change effectively. Here we examine the types of change request that can impact the triple constraint of time, cost, and quality. Weighing the Costs of Project Change $20.00 $24.00 0.05Even with an extremely thorough project plan in place, change requests are inevitable. This Business Impact explores how project managers should handle such requests. Managing Vendor Relationships $20.00 $24.00 0.05Meeting the goals of a project often requires hiring consultants with specific skill sets. This Business Impact details strategies for integrating contract workers into the project team.Anticipating and Solving Problems as a Project Champion $20.00 $24.00 0.05Every project faces obstacles. This Business Impact details strategies that project champions can use to prevent obstacles from turning into more serious problems. Addressing Stakeholder Conflicts $20.00 $24.00 0.05Stakeholder conflict is a common occurrence during projects. This Business Impact examines the project manager’s role in conducting professional conflict management. Portfolios, Programs, and Projects: What’s the Difference? $20.00 $24.00 0.05When key business terms are perceived as interchangeable, communication breakdown can occur, costing time and money. This Impact Series reviews the significant differences between portfolios, programs, and projects. Controlling Project Cost $20.00 $24.00 0.05Controlling costs is crucial for the success of any project. This Business Impact examines the need for constant project cost monitoring and analysis. Mitigating Risks when Improving Processes $20.00 $24.00 0.05Process improvement is valuable to any organization. But change carries risk. This impact explores mitigating risks when improving processes. Project Management Essentials $20.00 $24.00 0.25Managing projects is a key function of leadership. This challenge examines methods for overseeing project teams and managing stakeholder expectations. Supporting Project Managers $20.00 $24.00 0.25Project management requires more than an attention to schedules and tasks; it requires the management of stakeholders as well. This Challenge explores methods for successfully supporting a project manager. Handling a Change Request $20.00 $24.00 0.05In this Challenge Series exercise you are a PM assigned to a supply chain project. Your client has just logged a late change request, and it’s up to you to decide what impact this may have on the triple constraint and how to move the project forward. Scope Definition Tools and Techniques $20.00 $24.00 0.05Project managers frequently face the task of assessing new potential projects and defining their scope. This challenge examines how to best accomplish these goals.

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Ethics and Risks: Why they Matter in Project Success $20.00 $24.00 0.25Project managers are sometimes forced to make decisions with ethical ramifications and consequences. This Challenge examines risk response planning tools and techniques useful for such situations.Project Management Fundamentals $80.00 $96.00 0.25This course will enable someone who is not a professional project manager to learn the fundamentals of project management so he will be able to manage projects related to his area of responsibility within the organization. Transitioning into a Project Management Role $20.00 $24.00 3Many people find themselves thrust into a project management role with no formal training or experience. When this occurs, it is important to be prepared to deal with the significant changes in your role. Your responsibilities broaden from managing yourself to managing others, from short-term to long-term goals, and from tangible to intangible issues. Time and experience will develop and refine your project management skills, but this course will prime you for the process of transitioning into a project management role. It will discuss the changes a new project manager may face, including the development of a successful project team. Initiating and Planning a Project Initiating and Planning are crucial phases in developing and executing any successful project. Companies that are embarking on a new project initiative must assign people to gather facts and decide what exactly they want to produce and how they are going to produce it. This course examines which factors should weigh in during the project selection process and how to effectively plan a project from beginning to end. Managing a Project $20.00 $24.00 0.25This course will help you manage the constraints of time, money, and schedules, and how they relate to the overall quality of your project and product. Troubleshooting and Closing the Project $60.00 $72.00 2This course outlines how to conduct effective meetings and presents some troubleshooting tools that can be used during the project life cycle. It also presents the information required to close the project, which is the last stage in project management.

SOFTWARE & TECHNOLOGY Getting Started with Access 2010 $40.00 $48.00 1This course explores the fundamentals of databases and the many tools that will help you create and modify databases in Access 2010.Creating Basic Tables in Access 2010 $40.00 $48.00 1This course discusses how basic tables are built, including creating fields and defining data types and properties, and how to modify them. It also demonstrates the use of primary keys, masked input fields, and indexing, as well as creating validation rules for the data.Data Manipulation and Simple Relationships in Access 2010 $40.00 $48.00 1This course demonstrates how to perform basic data manipulation tasks, how to import and export data, and how to implement and edit table relationships.Introduction to Forms in Access 2010 $40.00 $48.00 1This course describes how to create forms in Access 2010 and also explores controls - the available types, how they are added to a form, how their properties are set, and how they are resized, moved, grouped, and positioned on a form. It also demonstrates how to configure the Web Browser Control, which is a new feature of Access 2010.Introduction to Queries in Access 2010 $40.00 $48.00 1This course demonstrates how to create and modify a query in order to achieve specific results. It covers creating basic select queries, using Expression Builder, calculated fields, and grouping options for displaying query results. This course also demonstrates how to create crosstab, unmatched, and find duplicates queries.Getting Started with Excel 2010 $40.00 $48.00 1This course explores these topics and many other basics of Excel 2010, including opening the application, creating new spreadsheets, entering data and, AutoFill features. It also provides an introduction to the many tools that will help you create and use your spreadsheets productively.Applying Basic Data Formatting in Excel 2010 $40.00 $48.00 1This course explores the processing of formatting cells and text, using tools such as the format painter and changing the way text is presented in order for it to be more visually appealing. This course also explains the various options for formatting numbers in Excel 2010. Saving, Sending, and Printing Excel 2010 Workbooks $40.00 $48.00 1This course describes these Excel features and explains how to use them to increase your efficiency and productivity. Using Basic Formulas in Excel 2010 $40.00 $48.00 1This course introduces the concepts and terminology associated with formulas, and demonstrates how to create and edit them, copy and paste them, and how to check for errors that can arise. Inserting Basic Charts in Excel 2010 $40.00 $48.00 1This course demonstrates how to effectively use and customize charts in Excel 2010; it explores available chart types and the best use of each type; and shows how to change

the different elements of a chart to provide an effective visualization of your data. Getting Started with Outlook 2010 $40.00 $48.00 1This course addresses the basic features and functionality of Outlook 2010, including an introduction to the redesigned interface, how to create e-mail messages, and view and reply to incoming e-mails. Managing Conversations and Organizing E-mail in Outlook 2010 $40.00 $48.00 1Microsoft Outlook 2010 provides you with the tools you need to efficiently manage and organize your e-mail messages. Included in Outlook 2010 is a new Conversation view that automatically groups all of your messages by subject, greatly reducing the number of items in your Inbox. This feature along with options that allow you to categorize and flag messages are discussed in the course.Managing Attachments, Graphics, Signatures and Autoreplies in Outlook 2010 $40.00 $48.00 1This course discusses working with attachments in Outlook 2010 as well as including graphics, tables, symbols, and links in your messages. How to add signatures to e-mail and auto replying to messages that you receive are also covered. Using the Calendar for Appointments, Events and Meetings in Outlook 2010 $40.00 $48.00 1This course introduces the major components of the Calendar as well as providing a tour of the interface. Also discussed are how to create appointments and events, and how to schedule meetings with other Outlook users. Managing Meetings and Customizing the Calendar in Outlook 2010 $40.00 $48.00 1This course demonstrates the available options when replying to meeting requests and managing meeting requests. It covers how to create and view additional calendars, view another person’s calendar, and create a calendar group. Also covered are ways to customize the Outlook 2010 calendar.Outlook 2010 Social Connector and Messaging $40.00 $48.00 1This course discusses the Outlook Social Connector and how to configure Outlook to connect to social networking sites. How to configure and use both instant and text messaging from within Outlook is also discussed. Getting Started with PowerPoint 2010 $40.00 $48.00 1This course provides an introduction to the main components of the PowerPoint 2010 interface. It covers opening and saving a presentation, working with slides, formatting text and text boxes, and using templates and themes to create professional looking presentations.Visually Enhancing PowerPoint 2010 Presentations $40.00 $48.00 1This course introduces the various themes and SmartArt features that allow you to add flair to your presentations by using colors and shapes to emphasize text and data. Also covered are the various ways of incorporating diagrams, tables, and charts to create a professional and effective presentation. Adding Images to Presentations in PowerPoint 2010 $40.00 $48.00 1This course will show you how to insert, format, and apply special effects to your images so that they provide the maximum impact for your presentation. You will learn how to create a photo album and create a presentation that effectively displays your favorite photos. In addition, you will be shown how to use the new built-in screen capture tool that enables you to capture and embed screenshots of other programs into your slides. Using Multimedia and Animations in PowerPoint 2010 $40.00 $48.00 1PowerPoint 2010 can help you make presentations more dynamic by adding audio and video clips to any slide. You can directly insert, edit, and play video in your presentation, as well as add audio clips to create attention-grabbing sound effects. PowerPoint 2010 also has new animation tools and slide transitions which make slide shows more fluid and interesting. All of these features are discussed in this course.Introduction to Project 2010 $40.00 $48.00 1This course provides an overview of the Project 2010 interface, including the Ribbon feature, Project 2010 Backstage, and how to navigate within the Microsoft Project 2010 applicationBuilding a Schedule with Project 2010 $40.00 $48.00 1This course covers the steps for entering and editing tasks within Microsoft Project 2010, setting milestones, organizing tasks into phases, and identifying task dependencies. The course also introduces methods for applying constraints and deadlines to your project tasks to keep them on schedule. Managing Resource Assignments with Project 2010 $40.00 $48.00 1This course lays a foundation for understanding effort-driven scheduling and how Project 2010 uses resource assignment information to perform scheduling calculations. It also covers how to assign various types of resources to tasks in your project, and how to modify cost rate tables for your resources in order to accurately capture and report project costs.Monitoring Schedule Performance with Project 2010 $40.00 $48.00 1This course covers setting and maintaining project baselines, which are used to compare the planned work with actual work. This course also covers the procedure for updating project progress at the task level in order to track variance, as well as

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rescheduling incomplete work when an unanticipated work interruption occurs. Communicating Project Information with Project 2010 $40.00 $48.00 1This course introduces the different reporting options you have within Project 2010, including how to create and print standard reports and how to report project information using the Timeline view. This course also introduces techniques for adding graphics to reports.Getting Started with Word 2010 $40.00 $48.00 1This course explores these topics and many other basics of using Word 2010, including opening the application, creating new documents, and an introduction to the many tools that will help you create and edit your documents. Formatting and Working with Text in Word 2010 $40.00 $48.00 1This course explains the Font formatting options, as well as the Mini toolbar and Live Preview features. In addition, the creation and formatting of bulleted, numbered, and multilevel lists are demonstrated.Organizing and Arranging Text in Word 2010 $40.00 $48.00 1This course explores formatting paragraphs in Word 2010, along with a variety of other useful formatting tools such as margins and indents. The course demonstrates how to set margins, paragraph indenting and alignment, tab stops, and how to show or hide formatting marks than can help guide your formatting decisions. Moving Around in Word 2010 $40.00 $48.00 1This course explores basic navigation features such as scrollbars and keyboard keys, along with built-in tools such as the new Navigation Pane. This pane combines features of the Document Map, thumbnails, and Search features found in earlier versions of Word into one, easy-to-use interface. The course also demonstrates how to use Word’s Full Screen Reading view to page through a file as if it were a printed document, and how to use Word’s Outline view to organize your document. Drawing and Inserting Graphics in Word 2010 $40.00 $48.00 1This course demonstrates powerful drawing and graphic features of Word 2010 - features that can boost the appeal of virtually any document! The course focuses on the processes and tools that allow you to add pictures, Clip Art, screenshots, and SmartArt to your documents. It also explores drawing components such as shapes, WordArt, and text boxes. Getting Started with SharePoint 2010 $40.00 $48.00 1This course explores the SharePoint interface, how to navigate and search on a SharePoint site, and how to work with lists and document libraries. Using SharePoint 2010 with Office 2010 $40.00 $48.00 1This course explores the ways in which Office 2010 and SharePoint are integrated with one another. It also explores working with Office Web Apps so you can view and edit Office files in a browser window. In addition, SharePoint Workspace 2010, part of the Office 2010 suite, enables you to create workspaces that allow you to store offline copies of entire SharePoint sites and sync them with the main SharePoint site. This course explores all of these features, and also discusses collaboration and social computing aspects of SharePoint 2010 including My Site and wikis.Getting Started with Windows 7 $60.00 $72.00 1.5This course introduces the main features of Windows 7 and provides an overview of the desktop, including the taskbar and the Start menu. It also demonstrates how to manage files and folders using Windows Explorer and how to use Windows Search to locate files and folders on your computer.Setting up and Securing Windows 7 $80.00 $96.00 2This course demonstrates how to use the Control Panel to install and manage programs and printers, and it shows the role User Account Control plays in security. This course also demonstrates how to use Backup and Restore, system protection, power plans, and the Action Center to ensure the computer is properly maintained. Customizing Windows 7 $40.00 $48.00 1This course introduces customization in Windows 7 and provides detailed instructions that enables you to customize the desktop, Start menu and taskbar. So instead of working with the generic Windows 7 interface, you can work in a customized way that improves your productivity and user experience.Microsoft Windows 8: New Features and Common Tasks $40.00 $48.00 1This course will introduce learners to key new features of Windows 8 and also demonstrate how to interact with the new UI using either mouse and keyboard or a touch screen device. Other topics covered include navigating the new UI and performing common tasks.Microsoft Windows 8: Files and Connectivity $40.00 $48.00 1This course will introduce learners to the different ways they can manage files and folders in Windows 8 using the improved File Explorer tool as well as how to manage network connections. Microsoft Windows 8: Personalizing Your Environment $40.00 $48.00 1This course will introduce learners to the various ways they can configure and personalize the user experience in Windows 8. Specific topics include using Control Panel and PC Settings to configure options, using accessibility options in Windows 8, and customizing the desktop, Lock Screen, and Start Screen.

Microsoft Windows 8: Working with Apps $40.00 $48.00 1This course will introduce learners to the various ways they can use and manage apps in Windows 8. Specific topics include how to arrange apps and desktop applications on the screen, using Task Manager and the Windows Store, integrating Windows accounts, and using integrated apps.Microsoft Windows 8: Internet Explorer 10, File Sharing and Recovery $40.00 $48.00 1This course will introduce learners to how to use the new Internet Explorer 10 as well as the Desktop version, along with sharing files, and managing various backup and recovery options in Windows 8. Specific topics covered include Windows 8 and Internet Explorer 10, sharing files and folders, and exploring the various storage and recovery options available to Windows 8 users.Microsoft Windows 8: Managing Hardware and Advanced Options $40.00 $48.00 1This course will introduce learners to the various ways they can configure hardware and advanced options as well as exploring some of the security features of Windows 8. Specific topics covered include printers, monitors and devices, advanced features, security features included in Windows 8, and managing network connections in Windows 8.

*NEW COURSES - SUPPLY CHAINDemand Management $20.00 $24.00 0.5This course will take you through the concepts and methods employed to manage forecasted demand for goods and services and focuses on the financial version of the forecast for financial planning, analysis, and reporting.Financial Fundamentals $40.00 $48.00 1Financial Fundamentals focuses on supply chain finance issues and addresses the optimization of both the availability and the cost of capital.Inventory Management $40.00 $48.00 1Inventory Management will help you determine how much inventory to carry, where to carry it, and how much safety stock is required to meet your company’s cost and customer service objectives.Materials Requirements Planning $40.00 $48.00 1This course addresses manufacturing resources and the materials requirements planning (MRP and MRPII) that takes place in the business process and also focuses on the software applications that support the planning and scheduling functions within manufacturing.Operations Environments $40.00 $48.00 1This course addresses manufacturing operations and the management solutions to improve operational performance.Performance Measurements $40.00 $48.00 1Performance Measurements focuses on the collecting, measuring, and comparing of a measure against a standard or objective.Physical Distribution Systems - Part I $40.00 $48.00 1Physical Distribution is the tasks concerned with the planning, implementing and controlling the flow of material, final goods and associated information from the point of origin to the customer.Physical Distribution Systems - Part II $40.00 $48.00 1Physical Distribution II addresses issues related to reverse logistics, distribution resource planning, procurement, physical distribution interfaces and related functions.Quality: An Introduction $40.00 $48.00 1This course covers numerous productivity and quality issues relating to product, design, processes and quality from the customer prospective. Included are various methodologies and quality management systems.Reverse Supply Chain Management $40.00 $48.00 1This course will explain why reverse SCM is important to the overall supply chain. You will learn the difference between a traditional supply chain and a green supply chain while focusing on different industries, the role of third party logistics and the five key components of reverse supply chain.Sales and Operations Planning $60.00 $72.00 1.5Sales and Operations Planning (S&OP) is the process of matching supply and demand by integrating demand and sales forecasts from a marketing perspective with operational plans from suppliers, production and logistics. This course presents the process for integrating a demand forecast with a capacity forecast so supply chain operations are integrated with the marketing and sales functions.Supply Chain Risk Mitigation $20.00 $24.00 0.5In this course, you will be introduced to the Supply Chain Mitigation process consisting of: identifying supply chain risks, developing strategies to mitigate identified supply chain risks and measuring the performance of each strategy for each targeted risk.Supply Management Master Planning & Capacity Management (Parts I & II) $40.00 $48.00 1The supply management course is divided in parts one and two focusing on master planning and capacity management- the business processes for oversight and management of the traditional buying, coordinating and production functions.

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PACKAGES (BUNDLED COURSES)Fundamentals of HVAC Control Systems Package $225.00 24

Air Conditioning Fundamentals - Package $225.00 20

Electricity for HVACR Technician – Package $225.00 36

Safety for the HVACR Technician Package $125.00 16

Fundamentals of HVAC Systems Package $225.00 24

Complete EJ4 Video Training Library $399.00 $499.00

Council of Supply Chain Management Professionals Package $225.00 $270.00 12.5

Avoiding Sexual Harassment for Managers Video Training Package $20.00 $25.00 0.5

Customer Service Video Training Package $20.00 $25.00 0.5

DISC Styles and Leadership Video Training Package $40.00 $50.00 1.5

EJ4 Leadership Video Training Package $120.00 $150.00 6

Emotional Intelligence Video Training Package $30.00 $37.50 1

Feedback Video Training Package $40.00 $50.00 2

Nonverbal Communication Video Training Package $40.00 $50.00 2

Healthy Communication Video Training Package $20.00 $25.00 0.5

Key Account Selling Video Training Package $120.00 $150.00 5

Negotiating Video Training Package $40.00 $50.00 2

PC Fundamentals: Essentials Video Training Package $120.00 $150.00 6.5

Presentation Skills Video Training Package $60.00 $75.00 3

Retailer Profitability Video Training Package $30.00 $37.50 .5

Safety Video Training Package $179.00 $248.75 13

Selling Skills Video Training Package $60.00 $75.00 2.5

Stop It Now: Sexual Harassment Video Training Package $20.00 $25.00 0.5

Mentoring Video Training Package $30.00 $37.50 1

Generating Creative and Innovative Ideas $60.00 $72.00 3

Working with Difficult People $100.00 $120.00 7

Negotiation Essentials $100.00 $120.00 5.5

Leadership Essentials $160.00 $192.00 8.5

Setting and Managing Priorities within the Organization $80.00 $96.00 4

Business Coaching $80.00 $96.00 4

First Time Manager Essentials $60.00 $72.00 3

Management Essentials $140.00 $168.00 7

Managing Organizational Change $40.00 $48.00 4

Managing Problem Performance $80.00 $96.00 4

Performance Management $60.00 $72.00 3

Talent Management Essentials $100.00 $120.00 5

Basic Presentation Skills $60.00 $72.00 3

Information Security for End Users $60.00 $72.00 3

Sexual Harassment Awareness $65.00 $78.00 3.5

Accounting Fundamentals $180.00 $216.00 9

Accounting Essentials for Non-financial Professionals $25.00 $30.00 0.3

Foundations of Six Sigma $35.00 $42.00 1.3

Fundamentals of Globalization $90.00 $108.00 4.5

Beginning Access 2003 $180.00 $216.00 13

Beginning Excel 2003 $180.00 $216.00 13

Beginning Outlook 2003 $160.00 $192.00 10

Beginning Powerpoint 2003 $150.00 $180.00 8

Motivation $60.00 $72.00 3

Effective E-Mail Management $60.00 $72.00 3

Interpersonal Communication $100.00 $120.00 5.5

Effective Time Management $80.00 $96.00 4.3

Business Grammar Basics $120.00 $144.00 6

Business Writing Basics $60.00 $72.00 3.1

Interviewing Strategies for the Interviewee $40.00 $48.00 2

Managing Your Career $100.00 $120.00 5

Optimizing Your Work/Life Balance $70.00 $84.00 3.5

Peer Relationships $60.00 $72.00 3

Performance Under Pressure $60.00 $72.00 3

Personal Productivity Improvements $60.00 $72.00 3

Problem Solving and Decision Making $120.00 $144.00 6

Project Management for Non-Project Managers $20.00 $24.00 0.5

Leading Teams $160.00 $192.00 8

Customer Advocacy $60.00 $72.00 3

Customer Focus $60.00 $72.00 3

Customer Service Fundamentals $120.00 $144.00 6

Essential Selling Skills $60.00 $72.00 3

Sales Foundations $120.00 $144.00 6

TOP HEAT.U PACKAGESMore than 100 packages and certification opportunities, HEAT.U offers invaluable content plus a streamlined delivery and examination process.

The Top HEAT.U Course Packages include the most popular HEAT.U course offerings. To access the full catalog, visit hardinet.org/full-course-catalog.

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