Catalog

Catalogs

Title	Duration (hours)	Description
Career Development: Career Excellence	1.25	This course will cover how to maintain productivity, develop self‑discipline, and be professional. You will also learn how to establish a professional image and promote yourself within and outside of your organization. You will also learn how to take advantage of skills and talents, learn new skills, and compete with yourself.
Customer Relationship Management: Preparations for CRM	1.00	This course will cover how to manage and reduce costs associated with CRM implementation. You will also learn how to plan CRM implementation.
Project Management - Advanced: Project Integration and Plan Development	0.50	This course will cover how to measure data during project integration and differentiate between project and product life cycles. You will also learn how to identify the importance of developing a project plan, the elements of a project plan, the key input required for project plan development, and methods used in project plan development.
Call Center Management: Employee Motivation and Monitoring	1.25	This course will cover how to motivate employees, communicate effectively with employees, and evaluate employee performance. You will also learn to identify methods for monitoring employees.
Career Development: Professional Networking	1.25	This course will cover how to network effectively to advance your career and define your needs, choose a mentor or a coach, and find a sponsor to seek career guidance. You will also learn to communicate effectively and build strong relationships to develop your career network.
Project Management - Intermediate: Planning and Distributing Information	0.75	This course will cover how to plan for communication during a project, and identify factors that influence people’s perception of communication. You will also learn how to identify the most appropriate method for distributing information, determine the number of lines of communication in a given context, identify common barriers to effective communication, and facilitate trust and strong working relationships.
Project Management - Advanced: Planning, Soliciting, and Selecting	0.50	This course will cover how to plan to solicit contractors. You will also learn how to evaluate proposals and identify the importance of negotiation in selecting contractors.
Effective Presentations: Question-and-Answer Session	0.50	This course will cover how to prepare to answer questions and conduct a question-and-answer session. You will also learn how to handle challenging questions and audiences.
Customer Relationship Management: CRM Implementation	0.50	This course will cover how to redesign your work processes, and identify reasons to implement CRM in stages. You will also learn how to implement CRM.
Call Center Management: Employee Management	1.00	This course will cover how to reduce employee turnover, manage employee stress, and train employees.
Call Center: Effective Call Handling	1.00	This course will cover how to satisfy customer needs effectively and handle challenging calls and close calls.
Call Center Management: Call Center Technology	0.75	This course will cover how to select automatic call distributors, identify benefits of skill-based routing, and identify technologies to manage and monitor calls. You will also learn to determine call load and staffing.
Call Center Management: Managing for Excellent Service	1.00	This course will cover how to set service levels, achieve service levels, and use reports.
Customer Service: Resolving Issues	0.50	This course will cover how to show appreciation to customers, especially those who have been difficult. You will also learn how to follow up with customers after resolving customer service problems.
Change Management: Coping with Uncertainty	0.50	This course will cover how to understand the emotions and responses experienced during the exploration phase, and identify what people need during the exploration phase. You will also learn how to identify the strategies to manage the exploration phase and identify the steps to manage the uncertainty in the exploration phase.
Effective Presentations: Presentation Process	1.00	This course will cover how to use a presentation process, prepare before making the presentation and overcome the fear of speaking, and deliver a presentation by using different aspects of voice. You will also learn how to use nonverbal communication aids.
Project Management - Advanced: Implementing Plans and Controlling Change	0.75	This course will cover how to use a project management information system, implement a work authorization system, and conduct mid-project evaluation. You will also learn how to identify the information and supplies needed to control project change, implement a change control system, and identify control maintenance methods.
Project Management - Basic: Budgeting and Cost Control	0.75	This course will cover how to use capital budgeting and depreciation methods for project budgeting. You will also learn how to control project costs, calculate cost and schedule variance, and calculate a project’s estimate at completion (EAC) and variance at completion (VAC).
Excellence in Service - Advanced: Service Standards	1.25	This course will cover how to use service standards to improve service in an organization. You will also learn how to monitor service standards and establish customer service as managers.
Business Etiquette: Professional Conduct	0.75	This course will cover how to use the Internet appropriately and how to identify and handle ethical dilemmas and maintain loyalty and confidentiality in the workplace. You will also learn how to handle personal issues in the workplace, such as flirting, dating, office romances, and sexual harassment.
Who Needs Events? How Events Can Serve Your Organization	1.00	This course will cover the various types and purposes of events that San Diego Zoo Global produces and relate how similar events can serve your organization. Presentation will cite specific examples and provide event tips.
Choosing the Best Solution	1.50	This course will dive into general decision-making strategies you can apply to various scenarios. These strategies will better prepare you to make difficult decisions in your everyday life.
Introduction to Eldercare	2.75	This course will equip you with the essential knowledge to navigate the unique challenges and opportunities that come with caring for older adults.
Sales Skills: Advanced: Gaining Customer Commitment	1.00	This course will focus on building relationships with clients, identifying the stages of need, helping clients envision their needs, and satisfying needs through negotiation.
Sales Skills: Advanced: Effectively Closing a Sale	0.75	This course will focus on demonstrating the benefits of your product or service to others, confirming the client’s commitment by recognizing and responding to signals, and closing the sale and following up with the client.