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Database Systems and Relational Databases

Overview/Description A database is used by organizations to store their data, and allow their employees to access, update, and manage it. Organizations use a Database Management System, also known as a DBMS to control, store, organization and retrieve that data for the users through end-user applications. There are multiple types of database, such as flat-file, network, and hierarchical. The most widely used database is the relational database, which is based on a mathematical theory. A relational database stores data in relations, which are tables, that store data in rows or tuples and...

Dealing with Common Meeting Problems

Overview/Description Have you ever been in a meeting where conflict got in the way of achieving meeting goals? Where someone dominated the discussion and others didn't contribute at all? Where the discussion wandered and little was accomplished? The human factor can introduce problems in meetings, despite your best preparation and planning endeavors. But you can learn to improve the effectiveness of your meetings by evaluating them and addressing common problems that jeopardize their progress. This course shows you how to measure the effectiveness of your meetings, and how to intervene...

Dealing with Irrational Customers and Escalating Complaints

Overview/Description Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center or help desk...

Decision Making: Making Tough Decisions

Overview/Description Making decisions in your personal and professional life is not always easy, especially when you're dealing with an uncertain or unknown future. And there are many situations that can make decision making particularly challenging, such as when you have to weigh very similar or very disparate alternatives then make compromises and trade-offs between them. Another situation is when you have to determine whether to trust logic, intuition, or some combination of the two. This course reviews a number of these decision-making challenges and introduces strategies for dealing...

Decision Making: The Fundamentals

Overview/Description To emphasize the need of a formal decision-making process, C. Wright Mills, an American sociologist and author, once said, 'Freedom is not merely the opportunity to do as one pleases; neither is it merely the opportunity to choose between set alternatives. Freedom is, first of all, the chance to formulate the available choices, to argue over them – and then the opportunity to choose.' It's been estimated that most human beings make thousands of decisions in the course of an average day, many of which are unconscious decisions. It is important for your personal and...

Decision Making: Tools and Techniques

Overview/Description Napoleon Bonaparte once said, 'Nothing is more difficult, and therefore more precious, than to be able to decide.' Good decision making means choosing the course of action that optimizes the return on your investment of resources. But before you can make a good decision, you need to first identify and evaluate your alternatives. Fortunately, a number of tools and techniques are available that can help you to formalize the process of identifying alternatives, carefully evaluating them, and finally making the best decision possible with the information available to you....

Defining and Sequencing Project Activities (PMBOK® Guide Fifth Edition)

Overview/Description Properly defining and sequencing project activities allows a project manager to answer two basic scheduling questions – What activities are required to develop the end product? And how should the activities be sequenced for optimal results? The first step in developing a reliable project schedule is identifying project activities and their interrelationships. This course covers defining and sequencing project activities in the project management discipline, and introduces best practices outlined in A Guide to the Project Management Body of Knowledge (PMBOK® Guide) –...

Defining Project Properties in Project 2010

Overview/Description Your project file is probably the most important tool you will use to manage your project throughout its entire project lifecycle. In order to be effective though, it's important you understand how the file works, and how vital project information is for keeping the file relevant to your specific project. This course covers the six steps for defining a new project's properties, including setting your project start date, the project working schedule, and options unique to your particular project. Target Audience Individuals involved in managing projects who have basic...

Delegation Essentials: An Introduction to Delegating

Overview/Description Every manager dreams of having more time to finish the never-ending work that comes with the role. And while you can't use some magic trick to stretch out the hours in a day, you can delegate certain tasks. With appropriate and deliberate planning, this can free up precious time so you can focus on your essential to-do's while still accomplishing everything on your list. This course details what delegation is, and the benefits it offers managers, employees, and the organization. These include saving time and money, developing employees' skills and capabilities, and...

Delegation Essentials: Overcoming Delegation Problems

Overview/Description Like most other skills required to manage employees effectively, delegation is something that improves with practice and experience. But few managers, regardless of their level of experience, can delegate tasks perfectly each time. The root of the problem may be the manager's lack of certain delegation skills. Or perhaps the employee lacks ability or has a poor attitude. In either case, managers need proven techniques for overcoming delegation challenges. This course details methods that managers can use to address their own delegation errors, such as improving...

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