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    Call Center Success: Essential Skills for CSRs (1st Edition)

    Description

    With this self-paced book, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-006
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: The CSR–A Powerful Voice*Part 2: Gaining the Professional Edge*Part 3: The All-Important Customer*Part 4: Building Your Communication Skills*Part 5: Attitude- Your Most Important Asset*Part 6: A Plan for Self Improvement
    Learning Objectives

    To explain the basics of providing high quality customer service.*To describe the six elements of professionalism.*To explore how to understand and respond to customer needs.*To provide techniques for building effective communication skills.*To discuss the importance of a positive attitude.*To describe how to create and use a self-improvement plan.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-006_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-006

    Course Time: Self-study or Classroom Training

    With this self-paced book, master the skills needed to face the challenges of a Customer Service Representative position. Guaranteed to turn out top-notch CSRs. Handle calls professionally and effectively. Learn how to keep a positive attitude, even in the most trying situations. Create a self-improvement plan for better service.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Clear and Creative Thinking: Your Key to Working Smarter (1st Edition)

    Description

    Develop the kind of breakthrough thinking that generates new ideas, creative solutions, and sustained success. This book will show you how to break out of a rut, overcome obstacles to problem solving, and find your way to great ideas.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-008
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: Opening Your Mind to Clear Thinking*Part 2: Generating Alternative Ideas*Part 3: Evaluating Alternatives on Their Merits*Part 4: Putting Plans into Action
    Learning Objectives

    To explain how clear thinking can open the reader’s mind to new ways of looking at problems and opportunities.*To explore creative and analytical techniques for generating fresh possibilities.*To illustrate the role that values, culture, and goals have in resolving an issue successfully.*To help readers understand and select appropriate strategies for implementing decisions.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-008_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-008

    Course Time: Self-study or Classroom Training

    Develop the kind of breakthrough thinking that generates new ideas, creative solutions, and sustained success. This book will show you how to break out of a rut, overcome obstacles to problem solving, and find your way to great ideas.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Coaching and Counseling: A Practical Guide for Managers and Team Leaders (3rd Edition)

    Description

    Fine-tune your skills as a motivating manager, supervisor, or adviser with this proven self-study primer. Learn the differences between counseling and coaching-and when to apply each technique for the best results. Reader-involving chapters help you identify your weaker coaching and counseling skills and build upon your stronger ones.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-009
    Course Time

    1.0 Day
    Course Outline

    Part 1: Coaching and Counseling*Part 2: When to Coach or Counsel*Part 3: Giving and Receiving Feedback*Part 4: Plan and Conduct Coaching and Counseling Sessions*Part 5: Appendix
    Learning Objectives

    To explain how to coach employees to develop job skills.*To explain how counseling can help employees remove barriers to performance.*To describe criteria on whether to coach or counsel.*To provide a model for giving effective feedback.*To help translate the principles of coaching and counseling into action.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-009_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-009

    Course Time: 1.0 Day

    Fine-tune your skills as a motivating manager, supervisor, or adviser with this proven self-study primer. Learn the differences between counseling and coaching-and when to apply each technique for the best results. Reader-involving chapters help you identify your weaker coaching and counseling skills and build upon your stronger ones.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Coaching for Development: Skills for Managers and Team Leaders (1st Edition)

    Description

    Upon finishing this book, you will have the skills to find out how to assess coaching needs, discover the six tools essential to coaching success, understand the roles of a coach, and learn how to supply the right advice and support. Today’s business environment is requiring managers to act more as coaches than “bosses.” They must motivate and lead, as well as become facilitators who empower through a common vision. Through effective coaching, managers can improve performance, personal growth, and increased job satisfaction for their employees and themselves.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-038
    Course Time

    Self-study or Classroom Training
    Course Outline

    Section 1: The New Role of Manager as Coach*Section 2: Coaching for Development*Section 3: The Roles of a Coach*Section 4: Tools for Coaches
    Learning Objectives

    To explain the role of manager as coach.*To clarify the meaning for five roles of coaches.*To give examples of techniques in quality coaching decisions.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-038_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-038

    Course Time: Self-study or Classroom Training

    Upon finishing this book, you will have the skills to find out how to assess coaching needs, discover the six tools essential to coaching success, understand the roles of a coach, and learn how to supply the right advice and support. Today's business environment is requiring managers to act more as coaches than "bosses." They must motivate and lead, as well as become facilitators who empower through a common vision. Through effective coaching, managers can improve performance, personal growth, and increased job satisfaction for their employees and themselves.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Communicating with Employees: Improving Organizational Communication (Revised Edition)

    Description

    Communication is an integral part of the work environment, and a well-conceived strategy will contribute to the success of any organization. Today, it is even easier to get your message across with e-mail, voice messaging, teleconferencing, and even video broadcasting. COMMUNICATING WITH EMPLOYEES was written to help you understand your organization’s communication needs. This revised edition covers the best new thinking on organizational communication, and the array of new technologies available to make communicating easier and more effective.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-039
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: Employee Communication and Engagement on the Job*Part 2: Analyzing Employee Communication in Your Organization*Part 3: Communicating to Engage Employees*Part 4: Your New Communications Toolkit*Part 5: Improving Your Own Communication Skills*Part 6: Special Concerns in Employee Communication
    Learning Objectives

    Understand how employee communication and engagement increase productivity on the job.*Conduct an audit of current organizational practices in employee communications.*Learn a six-step process for marketing the organization’s values to employees.*Blend new technologies with traditional media in the communications toolkit.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-039_r4.0-pdf.pdf
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    Logical Operations
    Reviews (0)
    Exam NumberCourse Code
    -CCT-039

    Course Time: Self-study or Classroom Training

    Communication is an integral part of the work environment, and a well-conceived strategy will contribute to the success of any organization. Today, it is even easier to get your message across with e-mail, voice messaging, teleconferencing, and even video broadcasting. COMMUNICATING WITH EMPLOYEES was written to help you understand your organization's communication needs. This revised edition covers the best new thinking on organizational communication, and the array of new technologies available to make communicating easier and more effective.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    CompTIA Mobility+ (Exam MB0-001)

    Description

    The mobile age is upon us. More and more people are using tablets, smartphones, and other mobile devices to accomplish things in their personal and professional lives. As businesses embrace this trend, they need to support their employees in the use of mobile devices while protecting their own assets, such as intellectual property. If you are already a traditional network support technician, you`re well on the way to having the knowledge and skills needed to support the mobile workforce. This course builds on your existing knowledge and experience to provide you with critical concepts related to over-the-air technologies, wireless networking, and mobile devices.

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    Additional Information
    Exam Number

    MB0-001
    Course Code

    ELK93-031
    Course Time

    5.0 days
    Course Outline

    Lesson 1: Configuring Over-the-Air Technologies* Lesson 2: Applying RF Principles* Lesson 3: Implementing a Wireless Network Infrastructure* Lesson 4: Implementing Network Infrastructure Devices and Services* Lesson 5: Implementing Mobile Solutions* Lesson 6: Preparing the Enterprise for a Mobile Network* Lesson 7: Deploying Mobile Devices* Lesson 8: Implementing Mobile Device Operations* Lesson 9: Maintaining Mobile Device Operations* Lesson 10: Deploying Mobile Applications and Related Technologies* Lesson 11: Implementing Mobile App Protocols and Services* Lesson 12: Implementing Mobile Security* Lesson 13: Mitigating Mobile Network Risk* Lesson 14: Implementing Incident Response* Lesson 15: Troubleshooting Mobile Devices and Networks* Appendix A: Mapping Course Content to CompTIA Mobility+ Exam MB0-001* Appendix B: CompTIA Mobility+ Acronyms
    Learning Objectives

    Configure over-the-air technologies. *Apply RF principles. *Implement a wireless network infrastructure. *Implement network infrastructure devices and services. *Implement mobile solutions. *Prepare the enterprise for a mobile network. *Deploy mobile devices. *Implement mobile device operations. *Maintain mobile device operations. *Deploy mobile applications and related technologies. *Implement mobile app protocols and services. *Implement mobile security. *Mitigate mobile network risk. *Implement incident response. *Troubleshoot mobile devices and networks.
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    https://masterskill.co.za/edu_content/uploads/2017/01/olELK93-031_rev1.0-pdf-1.pdf-1.pdf
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    Logical Operations
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    Exam NumberCourse Code
    MB0-001ELK93-031

    Course Time: 5.0 days

    The mobile age is upon us. More and more people are using tablets, smartphones, and other mobile devices to accomplish things in their personal and professional lives. As businesses embrace this trend, they need to support their employees in the use of mobile devices while protecting their own assets, such as intellectual property. If you are already a traditional network support technician, you`re well on the way to having the knowledge and skills needed to support the mobile workforce. This course builds on your existing knowledge and experience to provide you with critical concepts related to over-the-air technologies, wireless networking, and mobile devices.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Concentration!

    Description

    We all wish we could learn to concentrate better. Now, with this book, you can! Discover how to build the necessary mental discipline to keep the mind from wandering. Exercises are included to help you develop the skill of concentration and improve your listening and memory habits.

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    Additional Information
    Exam Number

    –
    Course Code

    AXO84-027
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: About Concentration*Part 2: Barriers to Concentration*Part 3: What Concentration Can Do for Me*Part 4: No More Excuses
    Learning Objectives

    Become familiar with the psychology of concentration*Discover methods for improving concentration*Avoid barriers to concentration
    Download Course

    https://masterskill.co.za/edu_content/uploads/2017/08/olAXO84-027_rev1.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -AXO84-027

    Course Time: Self-study or Classroom Training

    We all wish we could learn to concentrate better. Now, with this book, you can! Discover how to build the necessary mental discipline to keep the mind from wandering. Exercises are included to help you develop the skill of concentration and improve your listening and memory habits.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Conducting a Needs Analysis (1st Edition)

    Description

    N / A

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-040
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: Surveillance*Part 2: Investigation*Part 3: Analysis*Part 4: Report*Appendix
    Learning Objectives

    To discuss reasons for a needs analysis and pre-planning.*To explain investigation and data development.*To show how to analyze data and evaluate training possibilities.*To discuss the needs analysis report.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-040_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-040

    Course Time: Self-study or Classroom Training

    N / A

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Coping with Workplace Change: Dealing with Loss and Grief (1st Edition)

    Description

    N / A

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-041
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: Understanding the Origin and Impact of Organizational Change*Part 2: What You Need to Know About Grief*Part 3: The Process of Grief*Part 4: Helping Employees Cope with Workplace Change-Loss Grief*Appendix
    Learning Objectives

    To explain the loss phenomenon.*To discuss the process of experiencing grief.*To show how to help others with grief.*To discuss loss and change in the workplace.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-041_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-041

    Course Time: Self-study or Classroom Training

    N / A

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Creating Your Skills Portfolio, First Edition

    Description

    Different from a resume, this little-known tool allows you to present a unique image of your experience drawn from some of the best examples of your previous work. It describes the seven steps to preparing an attention-grabbing portfolio and the best technique for presenting it during an interview. Also included is how to develop an electronic portfolio.

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    Additional Information
    Exam Number

    –
    Course Code

    AXO84-032
    Course Time

    Self-study or Classroom Training
    Course Outline

    Section 1: What Is a Skill Portfolio?*Section 2: Creating Your Portfolio
    Learning Objectives

    Explore the functions of a skills portfolio*Understand the design and production of a skills portfolio*Learn useful strategies for using and presenting a skills portfolio
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    https://masterskill.co.za/edu_content/uploads/2017/08/olAXO84-032_rev1.0-pdf.pdf
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    Logical Operations
    Reviews (0)
    Exam NumberCourse Code
    -AXO84-032

    Course Time: Self-study or Classroom Training

    Different from a resume, this little-known tool allows you to present a unique image of your experience drawn from some of the best examples of your previous work. It describes the seven steps to preparing an attention-grabbing portfolio and the best technique for presenting it during an interview. Also included is how to develop an electronic portfolio.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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    Creative Collaboration: Simple Tools for Inspired Teamwork (1st Edition)

    Description

    N / A

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-010
    Course Time

    Self-study or Classroom Training
    Course Outline

    Part 1: Warm-ups: Start the Creative Juices Flowing*Part 2: Idea Generation Tools: Maximize Creative Output*Part 3: Energizers: Reinvigorate the Group and Increase Focus
    Learning Objectives

    To explain the place of idea generation in the team creative process.*To introduce quick and easy ways to warm up a team or group before embarking on a creative activity, such as strategic planning, problem solving, visioning, or product development.*To present structured processes for generating effective ideas for products, plans, or business needs of any kind.*To provide tools for enhancing the creative performance of organizational groups and teams.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-010_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-010

    Course Time: Self-study or Classroom Training

    N / A

      Course Description

      Learning Objectives

      Course Outline

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    Creative Decision Making: Using Positive Uncertainty (Revised Edition)

    Description

    You have probably been taught to use your logic and reasoning to make the best decisions. Although this is certainly sensible advice, the future is unpredictable, and uncertainty can never be eliminated from the decision-making process. The key is to be positive about uncertainty, that is approaching every decision with an open mind to create more future possibilities, even while assuming that change is inevitable. Creative Decision Making helps you do just that by presenting four paradoxical principles designed to expand the way you think about the decisions you make. The revised edition includes discussion on using positive uncertainty to manage information overload and what you can do to decide creatively in today’s more rapidly changing world.

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    Additional Information
    Exam Number

    –
    Course Code

    CCT-011
    Course Time

    Self-study or Classroom Training
    Course Outline

    Introduction: The What and Why of Positive Uncertainty*Part 1: Paradoxical Principle 1*Part 2: Paradoxical Principle 2*Part 3: Paradoxical Principle 3*Part 4: Paradoxical Principle 4
    Learning Objectives

    To explain the four paradoxical principles of positive uncertainty.*To provide a holistic, both and more perspective on creative decision-making.*To help readers understand that the way they see things is the way they choose to see things.*To demonstrate how to engage in future thinking.
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    https://masterskill.co.za/edu_content/uploads/2017/11/olCCT-011_r4.0-pdf.pdf
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    Logical Operations
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    Exam NumberCourse Code
    -CCT-011

    Course Time: Self-study or Classroom Training

    You have probably been taught to use your logic and reasoning to make the best decisions. Although this is certainly sensible advice, the future is unpredictable, and uncertainty can never be eliminated from the decision-making process. The key is to be positive about uncertainty, that is approaching every decision with an open mind to create more future possibilities, even while assuming that change is inevitable. Creative Decision Making helps you do just that by presenting four paradoxical principles designed to expand the way you think about the decisions you make. The revised edition includes discussion on using positive uncertainty to manage information overload and what you can do to decide creatively in today's more rapidly changing world.

      Course Description

      Learning Objectives

      Course Outline

      Download Course Overview

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