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ORION LEARNING

CONTENT MARKETPLACE

2018

http://www.orionelearning.com/

mailto:[email protected]


COLLABORATIVE LEARNING SOLUTION Imagine being able to deliver learning anywhere, anytime.

We’re leaders in modern learning delivery with our

collaborative unified learning management platform, Orion

incorporates powerful innovations – including gamification,

social collaboration, and reporting capabilities– into its

learner-centric learning solution. Find out how Orion can help

you create a culture of learning and development, leverage

powerful analytics to make more informed decisions, and

ultimately, drive better business performance.

TRANSFORM We know change is difficult and we’re ready to help. If

you’re looking to transform your learning and development

environment to a digital platform, we’ve got the tools and

expertise to help you. From Change Management, learning

expertise, creating custom programs, we’re here to help.

CONTENT MARKEPLACE We understand that learning content is key to successful

learning. Performance but finding good learning content

is difficult. We offer a marketplace of learning content from

some of the world’s best content providers allowing you to

choose courses, programs from these providers or

integrate their content into your course or program.




CONTENT MARKETPLACE

We help develop the most productive and skilled workforces. Our content marketplace of competency based courses, programs and

examinations come from some of the world’s best content publishers which saves our customers time and effort finding the best learning content.

Our content marketplace has been designed to deliver accredited competency-based learning job skill solutions to anyone, anywhere,

anytime. Whether you’re an individual team member, supervisor, new or aspiring manager, or experienced manager, our products deliver the

right learning. Each course is designed to enable learners to learn their own way, allowing for ‘stop and start’ within every course and is easily

accessed around users’ day-to-day responsibilities, 24/7 X 365.

All of our learning content is easy to navigate and offer a high degree of content, user interaction, solid assessments all accessed through the

Orion user-friendly learning management system (LMS).

Use our learning and development solutions to help all learners develop skills to:

➢ Succeed in a new role;

➢ Manage their time, tasks, responsibilities;

➢ Manage and develop people and relationships;

➢ Manage teams;

➢ Understand key management concepts;

➢ Learn key skills to evolve as effective managers;

➢ Improve sales and engagement;

➢ Improve communication;

➢ Improve customer service techniques and activities; and

➢ Understand their roles and environment

ACCREDITATIONS

All products offered by Orion Learning are accredited by the following organizations:




ABOUT THIS CATALOG

ABOUT THIS CATALOG

This catalog lists a summary of all of our courses, programs and examinations offered at the time of printing. The full course/program overviews

can be found on our website at www.orionelearning.com.

All products listed in this catalog are subject to change, without notice. All pricing can be found on our website at www.orionelearning.com or

contact us to discuss your training needs.






TABLE OF CONTENTS

BUSINESS SKILLS ....................................................................................................................................................................................................................... 9

➢ An Introduction to Meetings and Meeting Types .......................................................................................................................................... 9

➢ An Introduction to Time Management ............................................................................................................................................................ 9

➢ An Overview of Performance Appraisal ......................................................................................................................................................... 9

➢ Attracting Candidates and Producing Job Advertisements ....................................................................................................................... 9

➢ Creating SMARTER Objectives .......................................................................................................................................................................... 9

➢ Deciding the Priorities ........................................................................................................................................................................................ 9

➢ Delegation ......................................................................................................................................................................................................... 10

➢ Job Analysis, Job Descriptions and Person Specifications .......................................................................................................................... 10

➢ Managing Disruption and Keeping Focused ................................................................................................................................................ 10

➢ Ongoing Appraisal ........................................................................................................................................................................................... 10

➢ Organising and Running Effective Meetings ................................................................................................................................................ 10

➢ Planning and Scheduling ................................................................................................................................................................................ 10

➢ Preparing for the Appraisal ............................................................................................................................................................................. 11

➢ Shortlisting Candidates and Selection Techniques ...................................................................................................................................... 11

➢ SMARTER Objectives for Managers ................................................................................................................................................................ 11

➢ The Appraisal Discussion .................................................................................................................................................................................. 11

➢ The Importance of Setting Goals in Time Management ............................................................................................................................. 11

➢ The Recruitment Process: An Overview ......................................................................................................................................................... 11

➢ The Role of the Coach ..................................................................................................................................................................................... 12

➢ Understanding and Handling Meeting Behavior ......................................................................................................................................... 12

CERTIFICATION EXAMINATIONS.......................................................................................................................................................................................... 12

CHANGE MANAGEMENT .................................................................................................................................................................................................... 13

CONTACT CENTER ............................................................................................................................................................................................................... 13

➢ Certified Contact Center Agent (CCCA) ..................................................................................................................................................... 13

➢ Certified Contact Center Supervisor (CCCS) .............................................................................................................................................. 13

➢ Contact Center Information Use & Systems ................................................................................................................................................. 14

➢ Contact Center Telephony and Systems ...................................................................................................................................................... 14

➢ Contact Center Time Management ............................................................................................................................................................. 14

➢ Introduction to Contact Centers .................................................................................................................................................................... 14

➢ Privacy & Data Security – Canada ................................................................................................................................................................ 14

CUSTOMER SERVICE ............................................................................................................................................................................................................ 15

➢ Certified Customer Service Agent (CCSA) ................................................................................................................................................... 15

➢ Certified Customer Service Supervisor (CCSS) ............................................................................................................................................ 15

➢ Certified Customer Service Manager (CCSM) ............................................................................................................................................ 15

➢ Customer Service Basics .................................................................................................................................................................................. 16

➢ Customer Service Policies and Procedures .................................................................................................................................................. 16

➢ Discovering Customer’s Problems .................................................................................................................................................................. 16

➢ Effective Listening ............................................................................................................................................................................................. 16

➢ Evaluating Customer Service .......................................................................................................................................................................... 16

➢ Handling Difficult Customers ........................................................................................................................................................................... 16

➢ Rebuilding Customer Relationships ................................................................................................................................................................ 17

➢ Understanding Your Customer ....................................................................................................................................................................... 17

➢ Verbal Communication ................................................................................................................................................................................... 17

➢ Written Communication .................................................................................................................................................................................. 17

FINANCE MANAGEMENT .................................................................................................................................................................................................... 17

HEALTH & SAFETY ................................................................................................................................................................................................................. 18

➢ An Introduction to Health & Safety at Work ................................................................................................................................................. 18

➢ An Introduction to Managing Health and Safety ........................................................................................................................................ 18

➢ An Introduction to Risk Assessment ................................................................................................................................................................ 18

➢ Asbestos Awareness ......................................................................................................................................................................................... 18

➢ Asbestos Basic Awareness ............................................................................................................................................................................... 18

➢ Avoiding Slips, Trips and Falls ........................................................................................................................................................................... 19

➢ Control of Substances Hazardous to Health (COSHH) Awareness ............................................................................................................ 19

➢ Display Screen Equipment and Workstation Safety ..................................................................................................................................... 19

➢ Fire Prevention and Evacuation ..................................................................................................................................................................... 19

➢ Fire, Safety and Evacuation ............................................................................................................................................................................ 19

➢ Hand Hygiene – A Video Guide ..................................................................................................................................................................... 19

➢ Managing and Handling Stress at Work ........................................................................................................................................................ 20

➢ Managing Workplace Transport Health and Safety Risks ........................................................................................................................... 20

➢ Preventing Bullying in the Workplace ............................................................................................................................................................ 20

➢ Protecting the Environment at Work and Home .......................................................................................................................................... 20

➢ Risk Assessment for Managers ......................................................................................................................................................................... 20

➢ RSI – What it is and How to Avoid it ................................................................................................................................................................ 20

➢ Safe Manual Handling ..................................................................................................................................................................................... 21

➢ Safe Working with Workplace Transport ........................................................................................................................................................ 21

➢ Staying Safe in Confined Spaces ................................................................................................................................................................... 21




➢ Staying Safe with Electricity............................................................................................................................................................................. 21

➢ Staying Safe with Hazardous Substances ...................................................................................................................................................... 21

➢ Staying Safe with Noise .................................................................................................................................................................................... 22

HELP DESK ............................................................................................................................................................................................................................. 22

➢ Comparing Platforms and Devices ................................................................................................................................................................ 22

➢ Computer Component Interactions .............................................................................................................................................................. 22

➢ Computer Hardware........................................................................................................................................................................................ 22

➢ Computer Networking ..................................................................................................................................................................................... 22

➢ Computer Operating Systems ........................................................................................................................................................................ 22

➢ Computer Software.......................................................................................................................................................................................... 22

➢ Computer Storage and Memory ................................................................................................................................................................... 23

➢ Customer Relationship Management ........................................................................................................................................................... 23

➢ Desktop and Mobile Platform Components ................................................................................................................................................. 23

➢ Desktop Operating Systems ............................................................................................................................................................................ 23

➢ Disaster Recovery Planning ............................................................................................................................................................................. 23

➢ Internet and Intranet ........................................................................................................................................................................................ 23

➢ Internet Security ................................................................................................................................................................................................ 24

➢ IT Behavior, Compliance and Ethics .............................................................................................................................................................. 24

➢ Mobile and Tablet Operating Systems .......................................................................................................................................................... 24

➢ Operating System Components ..................................................................................................................................................................... 24

➢ Platform Peripheral Devices ............................................................................................................................................................................ 24

➢ Serial and Parallel Ports .................................................................................................................................................................................... 24

➢ Service Operating Systems .............................................................................................................................................................................. 24

➢ Software Application Features ....................................................................................................................................................................... 25

➢ Software Installation Processes ....................................................................................................................................................................... 25

➢ Software Performance and Diagnostic Testing ............................................................................................................................................ 25

➢ Software System Requirements ...................................................................................................................................................................... 25

➢ Troubleshooting Basics ..................................................................................................................................................................................... 25

➢ Troubleshooting Tools ....................................................................................................................................................................................... 25

➢ Troubleshooting: Common Hardware Issues ................................................................................................................................................ 26

➢ Troubleshooting: Common Issues with Peripheral Devices ......................................................................................................................... 26

➢ Troubleshooting: Common Issues with Software .......................................................................................................................................... 26

➢ Troubleshooting: Connectivity and Networking Issues ................................................................................................................................ 26

HUMAN RESOURCES ............................................................................................................................................................................................................ 26

➢ AODA – Customer Service Standard ............................................................................................................................................................. 26

➢ AODA – Design of Public Spaces Standard .................................................................................................................................................. 26

➢ AODA – Employment Standard ...................................................................................................................................................................... 27

➢ AODA – General Requirements...................................................................................................................................................................... 27

➢ AODA – Information and Communication Standard .................................................................................................................................. 27

➢ AODA – Transportation Standard ................................................................................................................................................................... 27

➢ Diversity in the Workplace for Employees ..................................................................................................................................................... 28

➢ Diversity in the Workplace for Employers....................................................................................................................................................... 28

➢ Health and Wellness ......................................................................................................................................................................................... 28

➢ Motivation Based Interviewing ....................................................................................................................................................................... 28

➢ Perception ......................................................................................................................................................................................................... 29

➢ Power & Influence ............................................................................................................................................................................................ 29

➢ Preventing Violence in the Workplace for Employees ................................................................................................................................ 29

➢ Preventing Violence in the Workplace for Employers ................................................................................................................................. 29

➢ Structure, Culture & Change .......................................................................................................................................................................... 29

➢ Workplace Harassment for Employees .......................................................................................................................................................... 30

➢ Workplace Harassment for Employers ........................................................................................................................................................... 30

➢ Workplace Hazardous Materials Information System (WHMIS) for Employees ......................................................................................... 30

➢ Workplace Hazardous Materials Information System (WHMIS) for Employers .......................................................................................... 30

➢ Workplace Safety for Employees ................................................................................................................................................................... 30

➢ Workplace Safety for Employers..................................................................................................................................................................... 30

LANGUAGES ......................................................................................................................................................................................................................... 31

LEADERSHIP........................................................................................................................................................................................................................... 34

➢ Appraising Workplace Performance ............................................................................................................................................................. 34

➢ Building Effective Teams .................................................................................................................................................................................. 34

➢ Coaching in the Workplace ........................................................................................................................................................................... 34

➢ Common Human Resource Issues and Responsibilities ............................................................................................................................... 35

➢ Communicating for Success ........................................................................................................................................................................... 35

➢ Conflict Resolution Strategies for the Workplace ......................................................................................................................................... 35

➢ Dealing with Change ....................................................................................................................................................................................... 35

➢ Delegating Effectively ..................................................................................................................................................................................... 35

➢ Emotions, Attitudes and Stress ........................................................................................................................................................................ 35

➢ Hiring for Success .............................................................................................................................................................................................. 36

➢ Interviewing, Hiring, Orientation and Training ............................................................................................................................................... 36

➢ Making Employees Accountable................................................................................................................................................................... 36

➢ Management Preparation .............................................................................................................................................................................. 36




➢ Performance Management............................................................................................................................................................................ 36

➢ Talent Management ........................................................................................................................................................................................ 36

➢ Team Building .................................................................................................................................................................................................... 37

➢ Team Dynamics ................................................................................................................................................................................................ 37

➢ Team Environment and Behaviors ................................................................................................................................................................. 37

➢ Time Management for Peak Performance ................................................................................................................................................... 37

➢ Using Motivational Training.............................................................................................................................................................................. 37

MANAGEMENT SKILLS .......................................................................................................................................................................................................... 37

➢ A Background to Body Language ................................................................................................................................................................. 37

➢ An Introduction to Listening ............................................................................................................................................................................ 38

➢ An Introduction to Meetings and Meeting Types ........................................................................................................................................ 38

➢ An Introduction to Time Management .......................................................................................................................................................... 38

➢ An Overview of Performance Appraisal ....................................................................................................................................................... 38

➢ Attracting Candidates and Producing Job Advertisements ..................................................................................................................... 38

➢ Becoming a Better Listener ............................................................................................................................................................................. 39

➢ Creating SMARTER Objectives ........................................................................................................................................................................ 39

➢ Deciding the Priorities ...................................................................................................................................................................................... 39

➢ Delegation ......................................................................................................................................................................................................... 39

➢ Delivering Presentations .................................................................................................................................................................................. 39

➢ Display Screen Equipment and Workstation Safety ..................................................................................................................................... 39

➢ Fire Prevention and Evacuation ..................................................................................................................................................................... 40

➢ Fire, Safety and Evacuation ............................................................................................................................................................................ 40

➢ Introduction to Negotiation ............................................................................................................................................................................ 40

➢ Job Analysis, Job Descriptions and Person Specifications .......................................................................................................................... 40

➢ Managing and Handling Stress at Work ........................................................................................................................................................ 40

➢ Managing Disruptions and Keeping Focused .............................................................................................................................................. 41

➢ Managing Workplace Transport Health and Safety Risks ........................................................................................................................... 41

➢ Negotiation Strategies 1 – Strategy Basics .................................................................................................................................................... 41

➢ Negotiation Strategies 2 – Psychological Strategies .................................................................................................................................... 41

➢ Ongoing Appraisal ........................................................................................................................................................................................... 41

➢ Organising and Running Effective Meetings ................................................................................................................................................ 42

➢ Planning and Scheduling ................................................................................................................................................................................ 42

➢ Preparing for Presentations ............................................................................................................................................................................. 42

➢ Preparing for the Appraisal ............................................................................................................................................................................. 42

➢ Preventing Bullying in the Workplace ............................................................................................................................................................ 42

➢ Removing the Barriers to Listening.................................................................................................................................................................. 42

➢ Risk Assessment for Managers ......................................................................................................................................................................... 42

➢ Shortlisting Candidates and Selection Techniques ...................................................................................................................................... 43

➢ Silent Selling – Using Body Language in Sales ............................................................................................................................................... 43

➢ Silent Speech – Understanding Body Language.......................................................................................................................................... 43

➢ SMARTER Objectives for Managers ................................................................................................................................................................ 43

➢ The Appraisal Discussion .................................................................................................................................................................................. 43

➢ The Importance of Setting Goals in Time Management ............................................................................................................................. 44

➢ The Recruitment Process: An Overview ......................................................................................................................................................... 44

➢ The Role of the Coach ..................................................................................................................................................................................... 44

➢ Understanding and Handling Meeting Behaviors ........................................................................................................................................ 44

➢ Unproductive Questions .................................................................................................................................................................................. 44

➢ Using Body Language in the Workplace ....................................................................................................................................................... 44

➢ Using Open and Closed Questions ................................................................................................................................................................ 45

➢ Using Probing Questions .................................................................................................................................................................................. 45

➢ Why are Questions Important? ....................................................................................................................................................................... 45

MENTOR VIDEOS .................................................................................................................................................................................................................. 45

PROJECT MANAGEMENT .................................................................................................................................................................................................... 47

1. Agile Project Management (AgilePM) ................................................................................................................................................. 47

2. Certified Associate in Project Management ....................................................................................................................................... 47

3. Management of Portfolios (MoP®) ....................................................................................................................................................... 47

4. Management of Value (MoV®) ............................................................................................................................................................ 48

5. Managing Successful Programmes (MSP®) Foundation ................................................................................................................... 48

6. Managing Successful Programmes (MSP®) Practitioner ................................................................................................................... 49

7. PRINCE2® Foundation ............................................................................................................................................................................ 49

8. PRINCE2® Practitioner ............................................................................................................................................................................ 50

9. Programme and Project Sponsorship ................................................................................................................................................... 51

10. Project Fundamentals Qualification ..................................................................................................................................................... 51

11. Project Management Professional (PMP®) ......................................................................................................................................... 52

12. Portfolio, Programmes & Project Offices (P3O®) ................................................................................................................................ 53

RISK MANAGEMENT ............................................................................................................................................................................................................. 54

SALES ..................................................................................................................................................................................................................................... 54

➢ Customer Needs and Desires ......................................................................................................................................................................... 54

➢ Market Segmentation and Target Marketing ............................................................................................................................................... 54

➢ Marketing and Sales Objectives..................................................................................................................................................................... 54

➢ Profit Margins and Sales Targets ..................................................................................................................................................................... 55

➢ Resolving Sales Objections .............................................................................................................................................................................. 55

➢ Selling and Closing Techniques ...................................................................................................................................................................... 55




➢ The Sales Verification Process ......................................................................................................................................................................... 55

SERVICE MANAGEMENT ...................................................................................................................................................................................................... 55

➢ Information Technology Infrastructure Library (ITIL) ..................................................................................................................................... 55

➢ Microsoft Office Specialist 2013 ...................................................................................................................................................................... 56

➢ Microsoft Office Specialist 2016 ...................................................................................................................................................................... 56

➢ Software Testing – Foundation ........................................................................................................................................................................ 56

➢ Software Testing – Intermediate ..................................................................................................................................................................... 57

SOFTWARE (END USER TRAINING) ...................................................................................................................................................................................... 57

➢ Microsoft Office Library .................................................................................................................................................................................... 57

➢ Office 365 .......................................................................................................................................................................................................... 58

➢ Office 2016 ........................................................................................................................................................................................................ 58

➢ Office 2013 ........................................................................................................................................................................................................ 58

➢ Office 2010 ........................................................................................................................................................................................................ 59

LEARNING PROGRAMS ....................................................................................................................................................................................................... 59

About Orion Learning ......................................................................................................................................................................................................... 61

Canada Job Grant Program ............................................................................................................................................................................................. 61

Contact Orion...................................................................................................................................................................................................................... 61




BUSINESS SKILLS

An Introduction to Meetings and Meeting Types

Meetings are an inescapable part of business life today; whether you attend them on a regular basis, or are responsible for calling and running

them, they are likely to figure highly in your everyday working life. But how often does a meeting fail to achieve anything concrete? How often

do you sit in a meeting thinking your time could be better spent? If you are like most people, the answer is probably ‘pretty often’. It’s important,

therefore, to make sure that meetings are held only when necessary, that their objectives are clear and that they are run effectively. This course

sets out to introduce you to the subject of meetings and the different types you may encounter or run.

Course Code: T4BMS13

Duration: 45 Minutes

An Introduction to Time Management

The tell-tale signs of poor time management are often apparent in the workplace; people feeling overloaded with work, working late or missing

deadlines – often lurching from one crisis to another. The outcomes of poor time management are potentially harmful for both the individual

and the organisation, since productivity suffers, stress takes a hold and morale crashes. When time is managed well, however, people are

exceptionally productive at work, stress levels drop and they can devote time to the interesting, high-reward projects that can make a real

difference to a career. The organisation also benefits from higher productivity and well-motivated employees. This course, one of a series,

enables the learner to understand the concept of time management, identify any issues they may have and take initial steps to remedy

problems.

Course Code: T4BBUS02


An Overview of Performance Appraisal

For many managers, the ideas of conducting performance appraisal fills them with dread. This is unfortunate, as performance appraisal is a

crucial element of the overall performance management process and, as such, generates many benefits for the individual, the l ine manager

and the organisation. This course will enable the learner to approach performance appraisal more positively having gained an understanding

of the purpose, content and structure of the process. He or she will also buy into the importance of performance appraisal having appreciated

the many benefits that emerge from it. An Overview of Performance Appraisal’ forms an essential foundation for all managers with line

responsibility for performance appraisal, enabling them to derive maximum benefit from the other courses in the series.



Attracting Candidates and Producing Job Advertisements

If you have completed the first two courses in the recruitment and selection series, you will now be armed with your job description and person

specification. Now you are ready to think about how you are going attract applicants for the job. This part of the recruitment stage is where

you spend time and resources attracting a suitable pool of candidates from which to make a selection. There are many ways of attracting

candidates, some of which can be costly, so it’s important to get it right first time. This course will look at how to attract the right candidates and

how to write a job advertisement.



Creating SMARTER Objectives

Having completed this course, the learner will be able to describe the benefits of effective objectives to the individual and his or her employer.

The learner will also be able to create SMARTER objectives and analyse existing objectives to confirm whether they meet the necessary criteria.

This course will help the learner to improve their job performance, develop their existing skills and knowledge and work effectively towards career

goals through the creation of practical and effective personal objectives. All organisations set themselves objectives which drive them towards

aspirational goals. Almost all, however, rely on their human resource to provide the skills, knowledge and attitudes necessary to realise those

goals and objectives. This means that it is essential all employees possess the ability to create personal objectives that align with those of the

organisation, result in personal development and are a source of satisfaction for all.



Deciding the Priorities

Do you work hard? Do you consider yourself to be well organised and efficient, but despite your best efforts you never seem to actually achieve

your objectives? Well, it could be that you are working on the interesting but unimportant tasks, rather than the ones that can have a real




impact. To be effective, you need to prioritise: you need to decide what tasks are urgent and important, and focus on these. With good

prioritisation, you can bring order to chaos, reduce stress and move towards achieving your goals.



Delegation

The ability to delegate is one of the key competencies of an effective manager. In this course, we’ll clarify the definition of delegation, so you’ll

feel confident when describing it to the staff to whom you are delegating tasks. We’ll consider the benefits of delegation to you, the delegate

and your organisation. We’ll also look at how delegation fits in as part of the personal development process, and look at its link with coaching.


Duration: 1 hour

Job Analysis, Job Descriptions and Person Specifications

Job analysis, job descriptions and person specifications sound like three pretty dry subjects! But think about it – employing the wrong person can

be a costly and stressful business. Many disastrous recruitment decisions have resulted from getting just one key element of the recruitment and

selection process wrong. Not getting anything wrong, of course, depends on robust processes and good skills. However, robust processes and

good skills, in turn, depend heavily on effective preparation - and this crucial preparation phase is detailed within three important documents:

This course will enable the learner to create valid and effective versions of all three documents and so ensure that recruitment and selection

activity is built on firm foundations.



Managing Disruption and Keeping Focused

Most of us are distracted several times, if not dozens of times, every day. We get emails and phone calls; we are pulled into last-minute meetings;

we are asked for information and advice. And this all works in reverse, with us having to write a quick email, make a phone call, or call an

unexpected meeting. We also need to take breaks to give our brains, eyes and ears a rest. On top of all this we have non-work interruptions

and disruptions – the social interactions that are all part of life at work. Everyday interruptions can be a major barrier to managing your time

effectively and ultimately can be a barrier to your success. Learning how to minimise these distractions can dramatically increase your

productivity and effectiveness, as well as reduce your stress. This course will enable you to minimize distractions, get into flow, produce high-

quality work, and achieve much more during the day.



Ongoing Appraisal

Appraisal, however, should not be a once-a-year event. It should be the culmination of work carried out by both the manager and the

employee over the full appraisal period – usually 12 months. This course considers why appraisal should be a continuous cycle of activity aimed

at improving performance and achieving agreed objectives. It also enables the learner to understand the part ongoing appraisal plays in

organisational performance management.



Organising and Running Effective Meetings

In many of today’s organisations, much of the important work takes place in meetings. These meetings are organised and conducted for a

specific purpose, usually to deliver new knowledge or information, discuss issues or ideas, solve problems or reach decisions. The goal of anyone

calling a meeting, therefore, should be to make sure those attending have a clear understanding of why they are there, what they can

contribute and what the intended outcomes of the meeting are. All this whilst feeling included, motivated and respected. On the face of it this

is a tall order, but this course aims to show you how easy it can be, provided you know what steps to take and how to take them.



Planning and Scheduling

Time is a finite resource that cannot be stored or saved for later use - time poorly used cannot be retrieved. Everyone has exactly the same

amount of time each day, so how well it is used will figure highly in defining levels of job performance. For these reasons, the ability to analyse

how time is spent, identify poor use and then effectively plan and schedule time usage in the future is essential, especially for busy people. This

course will enable you to undertake all these key time management activities.






Preparing for the Appraisal

Henry Ford said, “Before everything else, getting ready is the secret of success” – and never was a truer word said about appraisal discussions!

Preparedness on the part of both the appraiser and the appraisee represents the difference between a poor discussion that is frustrating,

ineffective and a rich source of legal blunders and a discussion that creates understanding, constructive communication, motivation and shared

achievement. This course will enable the learner to understand the importance of being prepared for the appraisal discussion, and how to

carry out essential preparatory tasks.



Shortlisting Candidates and Selection Techniques

Making sure you select the correct candidate to fill your vacancy is a crucial part of the recruitment process. If your job advertisement has

been successful, you will have a large and unmanageable number of candidates from which to choose. The next step in the recruitment process

is to get that large number down to a manageable size. This reduction process is called ‘shortlisting’, and it lays the ground for subsequent

selection techniques that aim to identify the best candidate for the job. This course will give you the skills required to shortlist and select

candidates.



SMARTER Objectives for Managers

Having completed this course, the learner will be able to set and agree objectives that are effective, motivational and relevant to the

organisation. This course will help the learner to understand the role of objectives within the organisation, particularly the relevance of managing

by objectives. The course also looks in detail at what is meant by SMARTER objectives, why each of the criteria is important and how to create

objectives that meet them. All successful organisations set goals and objectives and, in most cases, achievement of these will rely on the

performance of the people within that organisation. Managers who are able to set and agree SMARTER objectives will ensure that their people

are engaged in activities that are developmental and relevant to the achievement of organisational goals.



The Appraisal Discussion

Conducting an appraisal discussion can be a daunting experience as most managers want to avoid doing anything that will upset or de-

motivate their team members, but at the same time don’t want to mislead them with an overly “rosy” view that ignores needed areas of

improvement. The solution is to approach appraisal discussions in an organised manner, with a firm grasp of the techniques and skills that are

likely to make it a positive experience for both the appraiser and the appraisee. This course will equip manager/appraisers with the knowledge

necessary to enable them to practice these techniques and skills. It will also provide a clear structure for appraisal discussions and enable the

learner to understand the key characteristics of each stage of the discussion.



The Importance of Setting Goals in Time Management

Do you ever feel like you’re adrift in the world - working hard every day but getting nowhere? Do you seem to run out of time but wonder what

you have actually done? If this sounds familiar it may be because you haven’t really thought about what you should be doing, where you

should be going and how long it should take. To help you manage your time more effectively, surely it makes sense to have a good idea of

what you should be doing and how long it should be taking? This course is designed to enable you to understand the importance of setting

goals in time management.



The Recruitment Process: An Overview

Effective recruitment means having the right person in the right place at the right time. It sounds easy doesn't it? But recruiting the right person

takes effort and, in the long run, is crucial to organisational performance. This is because good employees get the job done, require light-touch

management and are committed to the success of the organisation. Poor recruitment can cause untold problems and serious inefficiencies,

thanks to the vast amount of management time spent in problem solving, retraining and disciplinary activity. Recruitment skills, therefore, are




critical - not just for HR teams but also for line managers who are increasingly involved in the selection process. This course introduces the

Recruitment and Selection series with an overview of the recruitment process.

Course Code: T4BBMS06


The Role of the Coach

For an organisation to operate successfully, it is essential that its employees, particularly those in key positions, are able to ‘think outside the box’,

make decisions and operate independently. Effective coaching encourages those being coached to adopt a mind-set towards their own

development that fosters these qualities and positive behaviors. A ‘coaching culture’, therefore, creates a workforce that is well able to support

the demanding needs of a modern, constantly changing and non-bureaucratic organisation. We’ll also look at how delegation fits in as part

of the personal development process, and look at its link with coaching.



Understanding and Handling Meeting Behavior

The success of a meeting depends to a large extent on the attitude and behavior of the people attending it. Meetings in which the participants

display a positive, supportive and constructive approach are far more likely to achieve their objectives than those whose participants are

negative and unhelpful. Equally, meetings can become difficult if one or more of those attending simply displays unhelpful personality traits

such as dominancy, talkativeness or severe introversion. It is important, therefore, for anyone running a meeting to quickly identify attitudes,

behaviors or personality traits that are likely to act as a bar to its success, and then to take appropriate action designed to remove or reduce

their impact on the meeting. The course will enable the learner to make such identifications and take any appropriate remedial steps.



CERTIFICATION EXAMINATIONS

Orion Learning is an authorized invigilator of international certification examinations by AXELOS, PeopleCert and APMG International.

We offer certification examinations up to three (3) ways, depending on the examination, which are:

➢ Web Proctor - The remote web proctor solution allows you to take your exams online, using a webcam, microphone and a stable internet

connection. You can schedule your exam in advance, at a date and time of your choice. At the agreed time, you will connect with a

proctor who will invigilate your exam live.

➢ Online - Exams are taken online, but in a classroom setting using laptop and a stable internet connection. Your exam is pre-scheduled

with a location, date and time. The exam is invigilated in person.

➢ Paper - Exams are taken on paper in a classroom setting. Your exam is pre-scheduled with a location, date and time. The exam is

invigilated in person.

The following table illustrates the examinations that are offered and the invigilation method offered:

Exam Title Web Proctor Online* Paper*

PRINCE2® Foundation Yes Yes Yes

PRINCE2® Practitioner Yes Yes Yes

ITIL® Foundation Yes Yes Yes

MoP® Foundation Yes Yes Yes

M_o_R® Foundation Yes Yes Yes

MoV® Foundation Yes Yes Yes

MSP® Foundation Yes Yes Yes

P3O® Foundation Yes Yes Yes

Agile Project Management Yes Yes Yes

Change Management Yes Yes Yes

APM Project Fundamentals Qualification Yes Yes Yes

Finance for non-Financial Managers Not Available Not Available Yes

Programme & Project Sponsorship Not Available Not Available Yes

Software Testing - Beginner Not Available Not Available Yes

Software Testing - Intermediate Not Available Not Available Yes

* Additional charges apply for Online and Paper examinations. Please contact Orion for more details.

For more information on certification exam(s), please contact us via email at [email protected]. Please include your Name, Company

name (if applicable), Street Address, City, Province/State, Country, Phone number (Mobile and Business), the specific exam(s) you are inquiring

about and describe the details of what you require. We will review your request and contact you.





CHANGE MANAGEMENT

Change Management

Change Management is associated with the effects and management of change; this is a high

priority for all organizations because managing change is important to facilitate successful project

implementation.

This Foundation qualification is based on the theory and application of change for the individual,

change for the organisation, communication and stakeholder engagement and change management best practice.

This course is fully accredited and will prepare you for the formal examination. Additional information on this course can be found at

www.orionelearning.com.

Course Code: PMCMF

Duration: Approximately 12 Hours

CONTACT CENTER

Certified Contact Center Agent (CCCA)

A professional certification coupled with a professional designation is the best path to a world-class quality customer

service. At Orion Learning, our customer service certification programs are the only ISO, competency-based, customer

service certification programs in the world that utilize international competency based standards and are accredited by

the International Service Standards Alliance.

The Certified Contact Center Agent (CCCA®) program is targeted to service industry agents working in a contact center

environment. This certification program has been designed to ensure that the successful Certified Contact Center Agent

program graduate is trained and has the knowledge and skills to competently perform their jobs to the national

occupational standard of a contact center agent.

This program includes comprehensive interactive online training materials, activities, real-life application of concepts and knowledge

assessments.

Program Content: This program includes 23 courses covering the following learning outcomes targeted to a contact center agent:

1. Professionalism

2. Communication Skills

3. Technology Skills

4. Health & Safety

5. Operations

Course Code: CCCA


Certified Contact Center Supervisor (CCCS)

A professional certification coupled with a designation is the best path to a world-class quality customer service. At Orion

Learning, our customer service certification programs are the only ISO, competency-based, customer service

certification programs in the world that utilize international competency based standards and are accredited by the

International Service Standards Alliance.

The Certified Contact Center Supervisor (CCCS®) program is targeted to service industry managers/supervisors (team

leads, supervisors or any position that provides leadership, coaching, mentoring, and direction to employees) in a

contact center environment. This certification program has been designed to ensure that the successful Certified

Contact Center Supervisor program graduate is trained and has the knowledge and skills to competently perform their

jobs to the national occupational standards.

All of the required courses in this program contain comprehensive interactive online training materials, activities, real-life application of concepts

and solid assessments.

Program Content: This program includes 21 courses covering the following learning outcomes targeted to a contact center agent:

1. Professionalism



4. Health & Safety

5. Operations

6. Basic Human Resources

7. Monitoring & Leading Operations

Course Code: CCCS





Contact Center Information Use & Systems

As a contact center agent, you’ll use many different types of information within the scope of your job, including customer, product, and

company information. However, to be able to use this information, you need to know where to find it. You will learn about various types of

customer data including what is known as customer information and transactional functions. Additionally, you will learn about some of the

technological resources and strategies used to store, organize and provide access to customer data including information management

systems, customer relationship management systems, and databases. This terminology will form the basis for further lessons on using

technological resources in the contact center environment. Finally, you will learn what business documentation is and how the contact center

agent interacts with it. Specifically, you will then learn about a particularly useful tool used for external and internal business documentation,

email templates. You will learn some common uses for email templates and how to use them within an information management system.

Course Code: TECH502

Duration: 2 hours

Contact Center Telephony and Systems

Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can

connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world.

Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and

customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or other

technology.


Duration: 2 hours

Contact Center Time Management

In this course time management is discussed as it applies specifically to the contact center environment. Topics including common contact

center metrics such as schedule adherence and how it affects the achievement of service level, and strategies for reducing average handle

time or after-call work are covered in this course. Furthermore, some practical time management tips useful in any work environment are

discussed, focussing mainly on how to stay organized. Specifically, there is a focus on how to organize your workstation, your electronic files and

email, and your daily priorities. Additionally, some common communication tips helpful for managing multiple tasks at one time including

delegation and saying no are addressed.

Course Code: CTM200

Duration: 2 hours

Introduction to Contact Centers

What is a typical day in the life of a contact center employee? In this course, you will gain an understanding of how a contact center functions,

including the general roles and responsibilities of contact center agents. Furthermore, you will learn about the different types of contact centers

and what agents who work in them are likely to do. Finally, it is vitally important to know the common contact center systems and terminology

as well as the pressures associated with working in a contact center environment.

Course Code: CCE200

Duration: 8 hours

Privacy & Data Security - Canada

With the fast-paced proliferation of technology in the workplace it is important to understand the rules, regulations, and laws that govern various

aspects of the computer-based workplace. Information privacy and security concerns have become increasingly important, and as a result it

is crucial to understand both federal and provincial privacy legislation.

By understanding legislation like the Personal Information Protection and Electronic Documents Act (PIPEDA) and Freedom of Information and

Protection of Privacy Act (FIPPA), as well as guidelines surrounding the protection of electronic information, privacy breaches, and employee

surveillance, you will be able to appreciate how your job as a contact center agent intersects with both federal and provincial laws.

Course Code: PRS200

Duration: 1 hour




CUSTOMER SERVICE

Certified Customer Service Agent (CCSA)





The Certified Customer Service Agent (CCSA®) program is targeted to service industry agents or any position that

provides service or support in any service environment. This certification program has been designed to ensure that the

successful Certified Customer Service Agent program graduate is trained and has the knowledge and skills to

competently perform their jobs to the national occupational standard.



Program Content: This program includes 22 courses covering the following learning outcomes targeted to a customer service agent:

1. Professionalism



4. Health & Safety

5. Operations

Course Code: CCSA


Certified Customer Service Supervisor (CCSS)





The Certified Customer Service Supervisor (CCSS®) program is targeted to service industry managers/supervisors (team

leads, supervisors or any position that provides leadership, coaching, mentoring, and direction to employees) in any

service environment. This certification program has been designed to ensure that the successful Certified Customer

Service Supervisor program graduate is trained and has the knowledge and skills to competently perform their jobs to

the national occupational standards.



Program Content: This program includes 20 courses covering the following learning outcomes targeted to a customer service supervisor:

1. Professionalism



4. Health & Safety

5. Operations



Course Code: CCSS


Certified Customer Service Manager (CCSM)





The Certified Customer Service Manager (CCSM®) program is targeted to service industry managers/supervisors (team

leads, supervisors or any position that provides leadership, coaching, mentoring, and direction to employees) in any

service environment. This certification program has been designed to ensure that the successful Certified Customer

Service Manager program graduate is trained and has the knowledge and skills to competently perform their jobs to the

national occupational standards and has a broader people and leadership skills training requirement.



Program Content: This program includes 21 courses covering the following learning outcomes targeted to a customer service manager:

1. Professionalism






4. Health & Safety

5. Operations



Course Code: CCSM


Customer Service Basics

This course explores some introductory information about what quality service is and isn’t, and the benefits of delivering great customer service.

You’ll see how you can increase your job satisfaction and further develop essential job skills all by focusing on providing quality customer service.

Furthermore, this course examines how the cost of retention compares to the cost of acquisition and investigates the main reasons why

companies lose customers. Finally, you’ll explore communication styles, how to build rapport, how to be empathetic, and the importance of

being positive, decisive, and helpful. You might discover it’s easier to say unhelpful things than you think!

Course Code: CSS300

Duration: 2 hours

Customer Service Policies and Procedures

Policies and procedures may be implemented for a variety of reasons, but ultimately, no matter why they are in place, it is your job as an

employee to know and follow them. In this course, you will learn more about why policies and procedures are important to know and follow for

customer service. You will also practice interpreting and following policies and procedures and explore some of the possible consequences of

not following them properly.

Course Code: CSS303

Duration: 2 hours

Discovering Customer’s Problems

It is very important that customer service agents are skilled at identifying the underlying causes of their customer's problems. In this course, you'll

learn more about different strategies and techniques you can use to identify the true cause of your customer's problems, including using

customer history, root cause analysis, the 5 why's and fishbone diagram techniques, and the PRIDE method.

Course Code: CSS305

Duration: 2 hours

Effective Listening

When you hear something, does it also mean that you're listening? Is it one and the same thing? We often mistake these two terms as

interchangeable. This course will describe the difference between hearing and listening and how effective listening is a key contributor to

successful communication in all aspects of life.

This extensive course covers a series of theory, techniques, activities, quizzes and an assessment.

Course Code: COM100

Duration: 8 hours

Evaluating Customer Service

Being evaluated can be stressful for some people, while others find it exciting. One way to eliminate this stress is to take the mystery out of the

test, or to understand what is being evaluated and why. In this course, we'll look at why and how customer service is evaluated. We'll look at

different types of customer service evaluations and performance reviews. You'll see what aspects of service are being evaluated and how you

can improve your job performance.

Course Code: CSS304

Duration: 1 hour

Handling Difficult Customers

Unfortunately, one part of many jobs has to do with dealing with frustrated, angry, or upset customers. This course provides you with some

strategies to add to your customer service tool kit for: communication strategies and techniques, problem resolution, and techniques for

maintaining your own emotions. It also covers when you should draw the line with a customer who is excessively difficult (using vulgar language,

being verbally abusive or threatening).

Course Code: CSS302




Duration: 4 hours

Rebuilding Customer Relationships

When you're faced with a situation where a customer has already had negative experiences with your company, it can be difficult to rebuild a

trusting relationship. In this course, you'll learn about why it's important to rebuild customer relationships and useful methods for addressing and

repairing customer relationships. Using a six-step process, you'll learn how to properly address a customer's concerns, fix his or her existing

problem, provide atonement for previous dissatisfaction, as well as other methods to rebuild trust with existing customers.

Course Code: CSS306

Duration: 1 hour

Understanding Your Customer

In this course, you’ll look into different types of customer needs, especially unstated needs. Satisfying your customers may be more complex

than you originally thought. Solving their problems and answering their questions is not enough. Next, you’ll explore how to identify, validate,

and meet customers stated and unstated needs by using different probing techniques and other active listening skills, as well as a 5-phase

approach to problem solving. Finally, you’ll investigate how customer needs are related to service and product options and how you can use

your customers’ background information, such as call history, to provide them with better customer service.

Course Code: CSS301

Duration: 1 hour

Verbal Communication

The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop

or refine your verbal communication skills in the use of professional business language and information gathering techniques.


Course Code: COM101

Duration: 8 hours

Written Communication

E-mail, texting, and instant messenger applications for communication are norms in all professions. Without a commitment to strong writing skills,

an intended message can be misread or misunderstood. This course on written communication will help you to develop and refine your

professional writing skills.


Course Code: COM102

Duration: 8 hours

FINANCE MANAGEMENT

Finance for Non-Financial Managers

Managers at all levels need to be equipped with the right amount of business acumen to be effective

in their roles.

Business Acumen is not just fluency in the language of finance, it is the ability to read, understand and

interpret financial information to make informed business decisions. Decisions that will positively impact

on the financial performance of the organisation. The APMG-International Finance for

Non-Financial Managers course provides the necessary financial literacy and business acumen

needed in modern business.

What You Will Learn:

➢ Introduction to financial statements

➢ Profit and Loss account

➢ Balance sheet

➢ Cash flow

➢ Costing decisions

➢ Introduction to financial analysis

➢ Investment appraisal

➢ Profit margin

➢ Asset turnover

➢ Return of capital employed






Course Code: PMFFNFM

Duration: 12 Hours

HEALTH & SAFETY

An Introduction to Health & Safety at Work

The UK Health and Safety Executive states that over one third of all major injuries reported to them each year are the result of a slip or trip leading

to a fall. Slips and trips are the most common causes of non-fatal major injuries in both the manufacturing and service industries, and account

for over half of all reported injuries to members of the public on business premises. These statistics provide powerful proof of the dangers

presented by slips, trips and falls and this course will enable the learner to protect themselves, colleagues and visitors in their workplace. This

course is a crucial first step in making the workplace safer, and creating accident-related cost savings for the learner’s organisation.

Course Code: T4BHS01

Duration: 1 hour

An Introduction to Managing Health and Safety

Ensuring the health and safety of employees is one of the prime responsibilities of any organisation. Failing to do so represents a moral, ethical

and commercial shortfall that can, and will, have disastrous results for both the organisation and the people who work for it. The aim of health

and safety management, therefore, is to turn uncontrolled hazards into controlled risks. This course will enable the learner to do this by using a

cyclical process of problem identification, solution provision and ongoing evaluation. Managers using this course will be able to understand

and implement a health and safety management system containing standards, a policy and processes designed to ensure a quality approach

to health and safety in their organisation.


Duration: 1 hour

An Introduction to Risk Assessment

Having completed this course, the learner will be able to carry out an effective health and safety risk assessment. Any person for whom

responsibility for the health and safety of others forms part of their job description needs to know how to carry out a risk assessment. To be given

this responsibility without complementary training is daunting for the individual and almost certain to lead to errors and omissions when risk

controls are decided. Completion of this course will ensure that such individuals possess the key skills and knowledge necessary to enable them

to carry out an effective risk assessment. Risk assessment is the keystone of effective health and safety management in any organisation, and

failing to ensure the competence of individuals tasked with this activity is in contravention of health and safety law as well as being ethically

suspect. By requiring staff with risk assessment responsibilities to complete this course, the organisation is meeting a key requirement in respect

of the competence and confidence of such individuals.


Duration: 1 hour

Asbestos Awareness

Asbestos has often been called ‘the hidden killer’ - indeed the word asbestos today conjures up a genuine fear of irreversible damage to health.

This is borne out by statistics which suggest that asbestos is probably the biggest occupational killer. In domestic properties, asbestos used as a

building material was at its peak between 1945 and 1980 and there are millions of houses of this age. In addition, it is estimated that there are

about one and a half million workplace properties with some form of asbestos in them. So, while there’s relatively little chance of experiencing

the degree of exposure that many suffered during the 20th century, the risk is still there, which is why this course – aimed at non-licensed

contractors/workers – is so important.


Duration: 1 hour

Asbestos Basic Awareness

Asbestos has often been called ‘the hidden killer’ - indeed the word asbestos today conjures up a genuine fear of irreversible damage to health.

This is borne out by statistics which suggest that asbestos is probably the biggest occupational killers. In domestic properties, asbestos used as

a building material was at its peak between 1945 and 1980, and there are millions of houses of this age. In addition, it is estimated that there are

about one and a half million workplace properties with some form of asbestos in them. So, while there’s relatively little chance of experiencing

the degree of exposure that many suffered during the 20th century, the risk is still there, which is why this course – aimed at non-licensed

contractors/workers – is so important.


Duration: 1 hour




Avoiding Slips, Trips and Falls

The Health and Safety Executive states that over one third of all major injuries reported to them each year are the result of a slip or trip leading

to a fall. Slips and trips are the most common causes of non-fatal major injuries in both the manufacturing and service industries, and account

for over half of all reported injuries to members of the public on business premises. These statistics provide powerful proof of the dangers

presented by slips, trips and falls and this course will enable the learner to protect themselves, colleagues and visitors in their workplace. This

course is a crucial first step in making the workplace safer, and creating accident-related cost savings for the learner’s organisation.


Duration: 1 hour

Control of Substances Hazardous to Health (COSHH) Awareness

Many businesses use hazardous substances as part of the process of manufacture, whilst some produce such substances as a result of those

processes. By definition, such substances can cause harm to employees, contractors and other people. The Control of Substances Hazardous

to Health Regulations 2002 (COSHH) create the general requirements for employers to protect employees and other persons from the hazards

created by hazardous substances used in the workplace through the use of risk assessment, control of exposure, health surveillance and incident

planning. This course provides an awareness of the essential COSHH requirements for those working with, or potentially affected by, hazardous

substances.


Duration: 1 hour

Display Screen Equipment and Workstation Safety

Many millions of people now spend all their working days sitting in front of display screens. This sedentary lifestyle, the repetitive physical activity

and factors associated with display screen use can cause both minor and major health problems if the risks are not addressed. Such risks can

often be reduced, or removed altogether, by good workplace design and safe working practices. This course will enable the learner to take

positive action in respect of their own health and safety by creating a safe seating position, adopting the correct posture and operating

workstation equipment appropriately.


Duration: 1 hour

Fire Prevention and Evacuation

Fire is probably the biggest risk to life that most people face in the workplace. It is, therefore, amazing that many people have little or no idea

about the common causes of fire, how to prevent them from starting and how to escape safely from the scene should a fire occur. This course

deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life and death.

Employers are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course will ensure that

employees have the necessary knowledge to play their part in cooperating with their employer in the implementation of fire safety in the

workplace.


Duration: 1 hour

Fire, Safety and Evacuation


about the common causes of fire, how to deal with them and how to escape safely from the scene should a fire occur. This course deals with

all three of these vital subjects, and successful completion of the course could literally be the difference between life and death.



workplace.


Duration: 1 hour

Hand Hygiene – A Video Guide

Our hands come into contact with many different surfaces and substances, many of them harbouring bacteria and viruses that transfer to our

hands and from there either to other people or into our own body. Good hand washing is the first line of defence against the spread of many

illnesses - from the common cold to more serious illnesses such as meningitis, hepatitis A, and food poisoning. It is also crucial in preventing the

spread of influenza, and is a major weapon in the armoury to be deployed against an influenza pandemic – the occurrence of which experts

describe as being ‘when’ not ‘if’. This short video based course takes the learner step-by-step through the key stages of hand washing and will

enable effective hand washing in less than 30 seconds.




Course Code: T4BHH01


Managing and Handling Stress at Work

Stress is now recognised globally as a condition that can affect all categories of workers, in all types of jobs and living in all types of social

environments. It is also recognised as a major contributor to behavior change, psychological dysfunction and serious health problems.

Stress, therefore, can have a major impact both on people’s lives and the company bottom line. This course will enable managers and staff to

handle stress and reduce the human and economic costs to the business.


Duration: 1 hour

Managing Workplace Transport Health and Safety Risks

Every year, people are killed in accidents involving workplace transport, with such accidents also causing more than 1500 major injuries and

about 3500 less serious injuries each year. Accidents involving workplace transport also represent a major cost to businesses; the Health and

Safety Executive calculates that a relatively minor accident - for example one which results in a few days off work - is likely to cost an employer

thousands of dollars whilst a major accident can cost tens of thousands of dollars. This course will help the learner to manage risks in such a way

that accidents involving workplace transport will be much less likely.


Duration: 1 hour

Preventing Bullying in the Workplace

Bullying is responsible for 30% - 50% of all stress-related illness in the workplace and costs employers billions in lost revenue every year. A lack of

recognition and acceptance of workplace bullying results in costly damage to both individuals and organisations. One of the most widely

accepted ways of reducing the risk of bullying is to raise employee awareness and provide appropriate training on how to recognise and

address it. ‘Preventing Bullying in the Workplace’ can play an important part in your anti-bullying strategy by raising awareness and

understanding about what constitutes bullying behavior, what causes it and what can be done about it.


Duration: 1 hour

Protecting the Environment at Work and Home

The healthy functioning of our planet’s ecosystems – our air, water, and land – and the vast diversity of life on Earth is essential. To achieve this

everyone needs to understand how they can avoid pollution and waste, protect watercourses, promote biodiversity and sustain natural

resources. This course will enable learners to identify the causes of pollution and waste, minimise negative impacts to the environment and

enhance the health and functioning of ecosystems where they live.


Duration: 1 hour

Risk Assessment for Managers

Employers must carry out risk assessments in respect of all significant workplace hazards, and failure to comply with this legal requirement can

result in prosecution and heavy penalties. Such prosecutions rarely arise from any willful intention to break the law but rather through an

ignorance of the legal requirements, or a lack of understanding of how to carry out the assessments, how detailed they should be and how

they should be recorded.

Having completed this course, the learner will feel competent and able to conduct risk assessments effectively and to appropriate standards.


Duration: 1 hour

RSI – What it is and How to Avoid it

Repetitive Strain Injuries are, in this technological age, an increasing risk to workers and a challenge to organisational health and safety. Any

RSI is painful and, in some cases, highly debilitating. It can lead to an inability to do certain jobs, or even work at all. For the individual, this can

have physical, mental and financial costs, whilst for the organisation it can mean the additional costs of staff cover, recruitment and job training.

Absence due to sickness can also rob organisations of people with knowledge and skills that are vital for its success. A further problem is the

increasing possibility of legal action taken by staff against employers who have failed to take appropriate steps to remove or reduce the risk of

contracting RSI. This course is a first important step in educating staff on what causes RSI, and how to avoid it.





Duration: 1 hour

Safe Manual Handling

More than one-third of all reportable ‘Over Three Day’ injuries and nearly 10% of ‘Major Injuries’ are associated with manual handling – the

transporting or supporting of loads by hand or by bodily force. Many injuries are not immediate and obvious, but are cumulative resulting from

repeated exposure to manual handling operations. For workers, this high rate of injury is highly significant, since such accidents and absences

lead to potential loss of earnings, missed opportunities and usually significant pain or discomfort. By taking a look at how manual handling risks

arise and how to reduce or eliminate the likelihood of injury in different work environments, this course will help the learner to avoid joining future

Health and Safety Executive injury statistics.


Duration: 1 hour

Safe Working with Workplace Transport

As we are all too well aware, vehicles can present great dangers when used or encountered on public roads. They can, however, be equally

dangerous in a workplace environment - every year about 50 people are killed in accidents involving workplace transport. Accidents of this

type also cause more than 1,500 major injuries per year, and about 3,500 injuries that cause people to be off work for more than three days.

One of the keys to improving safety in this area is the engagement of all concerned in safe working practices. This course, based on HSE

Guidance HSG136, is designed to enable those working with or near vehicles to meet this requirement – and to ensure they don’t become a

health and safety statistic!


Duration: 1 hour

Staying Safe in Confined Spaces

Every year people are killed whilst working in confined spaces. Accidents occur across a broad range of industries, and rescuers operating

without proper training or equipment are frequently among the victims. The hazards involved in such work are serious, and the risks invariably

high, so appropriate training is vital – and a legal requirement.

This course will provide basic training that will enable the learner to:

➢ Define what is meant by a confined space and provide examples

➢ Describe the dangers presented by confined spaces

➢ Explain the legal requirements relating to working in confined spaces

➢ List and explain the key elements of a safe system of work as it applies to confined spaces

➢ Describe in outline the requirements for emergency and rescue procedures


Duration: 1 hour

Staying Safe with Electricity

Electric shock can be, and often is, fatal. Clearly no employer would wish to expose his employees to such a possibility and this course provides

the key basic knowledge necessary to enable employees to avoid electric shock. Very often accidents at work involving electricity result from

a casual attitude arising from familiarity. By requiring employees to undertake this course, employers will ensure that they are both reminded of

basic safety precautions and acquire up-to-date knowledge of health and safety best practice.


Duration: 1 hour

Staying Safe with Hazardous Substances

Hazardous substances occur in almost every workplace, sometimes as a regulated part of a production or maintenance process, but sometimes

accidentally or as a bi-product of other activity. Often hazardous substances are simply not recognised as such, being accepted as just part

and parcel of the workplace. Whatever the reason for their presence it is essential that workers know how to identify them and how to deal with

them safely. Failure to provide workers with this knowledge may lead to injury, ill-health or regulatory action against the employer. This course

enables learners to identify hazardous substances, deal with them safely and take appropriate steps in the event of mishap.


Duration: 1 hour




Staying Safe with Noise

The effects of noise on hearing can be profoundly damaging, often resulting in permanent hearing loss. Not only is this morally and ethically

undesirable for any organisation, it can also result in significant financial penalties and personal injury claims. This course will help the learner to

understand how his or her hearing works and how it is affected by excess noise. It will also mean that the learner will be able to recognise noise

risks and put in place appropriate safety precautions. Following this course an employee will be able to recognise noise risks and act proactively

to prevent harm occurring.


Duration: 1 hour

HELP DESK

Comparing Platforms and Devices

Desktop PCs, laptops, and mobile devices each serve a variety of functions with varying success. This course will explain why different computer

systems are better suited for different computing tasks, depending on the memory, space, and computing power required. As a result, different

computers will be more or less suited to specific users and occupations. Likewise, different activities and locations will require different platforms

depending on what the situation demands.

Course Code: DMP504

Duration: 2 hours

Computer Component Interactions

In this course, you will learn about how computer components work together and interact in order to perform the basic computing tasks

including memory storage, data transfer and data processing. Specifically, you will learn about how the major computer components interact,

the basic functions of the central processing unit, about data buses and how they work and how data is communicated between computers

and their components.

Course Code: CTT501

Duration: 1 hour

Computer Hardware

In this course, you will learn all about computer hardware. Firstly, that means learning what a computer is and about what types of computers

there are. Secondly, you will learn about computer components, their types, the role they play in a computer and the basics of how they

function. Specifically, you will learn about processors, storage media, peripheral devices and other core computer components.

Course Code: CTT500

Duration: 1 hour

Computer Networking

In this course, you will learn about computer networking including networking hardware technologies, what a computer network is and its types,

network security risks and their types, firewall technologies, and password security dos and don'ts.

Course Code: CTT503

Duration: 1 hour

Computer Operating Systems

Operating systems are critical components of computers. Before delving deeper into the various operating systems and their different

components, it's important that you understand the fundamentals. So, in this course we will take a look at the definition of an operating system,

the functions of an operating system, and the main types of operating systems.

Course Code: OPS500

Duration: 2 hours

Computer Software

In this course, you will learn about computer software including what software is, the types of software and computing platforms. Topics that will

be covered include types of computer software, application software, key differences between computing platforms, and considerations for

designing software based on a platform.

Course Code: CTT502

Duration: 1 hour




Computer Storage and Memory

Every computer system uses memory and storage devices to hold and transfer data internally as well as to other devices. Memory is used in a

variety of capacities to help instruct the various components of a computer system, while storage devices like hard disk drives, floppy disk drives,

flash memory and cloud storage is used to store and access data generated or received by the computer system.

Course Code: DMP503

Duration: 2 hours

Customer Relationship Management

Customers are very important to any business. Without customers, a business won’t last very long. So, customer relationship management and

customer information management systems are extremely useful business tools. They help capture and store information about each individual

customer. With this information, a company can do analysis and learn more about its customers’ needs and behaviors in order to develop

stronger relationships with them. Customer Relationship Management, more commonly known as CRM, describes both the way that companies

manage their relationships with customers, and the specific software tools that they use to do this (called CRM software, or simply a CRM). CRM

software has been an important and integral system in contact centers for more than a decade.


Duration: 2 hours

Desktop and Mobile Platform Components

In this advanced level course, you will have practical learning experiences designed to develop the ability to explain setup, configuration, and

upgrades to desktop and mobile hardware. You will learn about the materials and components that are used in both desktop and mobile

platforms. Furthermore, you will learn how each of these components interacts with a computers motherboard and what processes and tasks

they are designed to carry out.

Course Code: DMP500

Duration: 1 hour

Desktop Operating Systems

When people hear the words "operating system", they most commonly associate it with desktop computers. They know that each desktop

computer has an operating system. Besides this, many people do not give the operating system a second thought. However, they are important

and perform many different functions for the user. So, in this course, you'll learn about the most common desktop operating systems – Windows®,

Mac OS X, and Linux® Ubuntu+ – and the steps required to install, configure, backup, and restore them.

Course Code: OPS502

Duration: 2 hours

Disaster Recovery Planning

While every computer-based workplace strives to have properly functioning networks and systems, employees should understand how to

address issues related to systematic disruptions and disasters. By understanding the elements of an IT Disaster Recovery Plan, all employees can

help work towards system restoration during any significant outages. Without a properly developed plan a company can suffer from a

prolonged inability to service customers, which will in turn result in customer dissatisfaction and possibly defection to competing organizations.

This ‘better safe than sorry’ approach has now become an industry standard in computer-based companies and workplaces, and should be

familiar to all employees.

Course Code: PRS202

Duration: 1 hour

Internet and Intranet

The Internet connects hundreds of millions of computers from all over the world. With so many connections, it has become the largest source of

information and continues to grow. To be able to use the Internet well, it’s important to be able to search effectively and efficiently. The intranet

is a network, based on Internet technology, which can be accessed by the employees of an organization. An intranet can consist of simple

applications like an email service or file sharing; or can be more complex with document management and videoconferencing. Intranets can

also have databases, electronic catalogs, and folders. With so much information stored on intranets, it’s important for employees to be able to

effectively search through a company’s intranet.


Duration: 3 hours




Internet Security

In recent years, computers and computer-based technology have quickly become the norm within most workplaces, including contact centers.

As a result, it is important to understand how to properly use these machines and systems and protect the information and data held within

them. Knowing how to properly protect against viruses, malware, and phishing by using proper encryption, password protection, network

security, and computing habits is crucial whenever dealing with sensitive company and personal information. This course will address a variety

of issues related to internet privacy and security associated with computer and online vulnerability.

Course Code: PRS201

Duration: 1 hour

IT Behavior, Compliance and Ethics

Although much of this module addresses external rules and threats, it is also important to address company regulations and employee behavior

at the workplace in relation to IT privacy and security. Despite the fact that issues like customer confidentiality and IT compliance may seem

obvious choices when discussing IT privacy and security, concerns related to professional behavior, netiquette, and ethics are also important.

Proper habits and behaviors in the workplace can often mean the difference between exceptional information protection and use and

increasingly lax policies that allow for countless problems and difficulties. Understanding how these seemingly unconnected topics can be

combined to provide superior IT privacy and security is crucial when working in a call center environment.

Course Code: PRS203

Duration: 1 hour

Mobile and Tablet Operating Systems

As technology continues to advance, mobile and tablet computers are becoming increasingly commonplace. Unsurprisingly, there are

numerous different types of tablet and mobile operating systems. This course will help you become familiar with many of these operating systems

as well as provide instructions for how to install and configure them. Finally, you’ll learn how to backup and restore specific tablet and mobile

operating systems.

Course Code: OPS503

Duration: 2 hours

Operating System Components

There are a number of components that help make up an operating system, including the kernel, the process manager, and device drivers.

Each component plays a crucial part to helping the operating system function properly. When dealing with operating systems, it is important

that you understand the roles of each of these components to better help customers. So, in this course, you'll take a close look at each

component and learn the underlying concepts that support each.

Course Code: OPS501

Duration: 2 hours

Platform Peripheral Devices

Nearly every computer system relies on auxiliary or peripheral devices to carry out a variety of functions. The user is able to input data using

devices like keyboards, mice, and scanners, while the computer is able to use output devices like monitors, printers, and speakers to transmit

data to the user. These devices, although not part of the main computer system, are now seen as essential tools by most users. This course will

cover how these devices function and how they can be used to enhance the user’s computing experience.

Course Code: DMP502

Duration: 2 hours

Serial and Parallel Ports

Ports are sometimes overlooked when discussing computer components, but since they are one of the only ways to transmit data to and from

a computer system, they are an integral part of the computing experience. This course will focus on the configuration and function of serial,

parallel, audio, USB, FireWire, PS/2 and Ethernet ports. All of these ports are used to transfer different types of data to and from the computer

system.

Course Code: DMP501

Duration: 1 hour

Service Operating Systems

Technology is constantly changing. A brand new top-of-the-line computer and operating system can dominate the market one day, but can

become obsolete the next day. Since people cannot constantly purchase new computer equipment and new software, manufacturers have




had to create updates for the equipment and software that they produce. These updates help improve usability, help improve performance,

and fix security problems. So, in this course, you will learn why updates are necessary and the problems that could occur with upgrading software

and computer equipment.

Course Code: OPS504

Duration: 1 hour

Software Application Features

In order to understand how to properly operate common software applications, you must first become familiar with the general terminology

and features associated with many programs. Once these basic terms and operations have been established, it is important to familiarize

yourself with the most commonly used software applications, including word processors, spreadsheet applications, database management

systems, presentation software, and software suites, which combine many applications together in one package. Finally, it is important to learn

and understand the distinction between different types of software including open-source software and web-based applications.

Course Code: SOF500

Duration: 2 hours

Software Installation Processes

Once it has been determined that a software application is able to run on a computer system, the installation process must begin. As there are

many different procedures and actions that take place during the installation of an application, there are numerous problems that can arise

during the process. Consequently, it is important to understand how to troubleshoot any problems that may arise during the installation of a

software application. Finally, once a program has been installed correctly, the program must be properly maintained and updated in order to

ensure that the application remains in optimal working order.

Course Code: SOF502

Duration: 1 hour

Software Performance and Diagnostic Testing

Many believe that once a software application has been properly installed, then there is nothing left to worry about. In actuality, users must

constantly be aware of the possibility of performance degradation for all software applications, and if a program isn't functioning optimally,

then they must know how to properly diagnose and fix the problem. This course addresses issues related to performance degradation and

diagnostic testing, using both networking and internet utilities, so that you will be able to address any software application problems that you,

or your customer, might face.

Course Code: SOF503

Duration: 1 hour

Software System Requirements

If a software application is to be installed on a computer, it must first be established whether the computer system is able to run a particular

program. If the system requirements of an application are not met, then the program will not be able to be installed on the computer. As a

result, it is important to be able to establish both system requirements and system specifications in relation to particular software applications.

Course Code: SOF501

Duration: 1 hour

Troubleshooting Basics

Troubleshooting is the backbone of IT support. By understanding how to perform proper root-cause analysis and effective troubleshooting

techniques, proceed through a call with an efficient call flow, and confirm the resolution of a problem while providing tips to ensure optimal

performance, an irate client with a malfunctioning computer device can be quickly turned into a happy and satisfied customer. These basic

and valuable methods and techniques must be understood and mastered before being able to perform more complex troubleshooting tasks.

Course Code: TBS500

Duration: 2 hours

Troubleshooting Tools

The act of troubleshooting often involves the use of several tools that can make the process easier and more effective. By understanding how

beep codes, error messages, and diagnostic tools can aid in the troubleshooting of various hardware and software-related problems, you will

be able to better understand and fix the problems that customers are facing. Furthermore, documents within Knowledge Management Systems

will allow you, and your fellow co-workers, to quickly reference troubleshooting solutions that have already been devised for a myriad of

hardware and software issues.




Course Code: TBS501

Duration: 1 hour

Troubleshooting: Common Hardware Issues

Since computer hardware is often made up of countless delicate moving parts, all working with utter precision in cooperation with other

components, even the smallest problem can cause severe ramifications. The complexity of these devices means that contact center agents in

charge of troubleshooting these components must be able to use all of the proper methods and techniques needed to fix these issues. From

video and audio devices, to memory, power supplies, and internal drives, each hardware component has its own troubleshooting techniques

that must be used to correctly identify and rectify the problem.

Course Code: TBS503

Duration: 2 hours

Troubleshooting: Common Issues with Peripheral Devices

Next to the components that make up the actual computer system, the peripheral devices are the most important tools in a user’s computing

experience. Everything from cables, monitors, keyboards and mice, to printers, scanners, and digital cameras, can have trouble properly

interacting with a given computer system. As a result, the troubleshooting techniques used to address issues with peripheral devices involve

both the peripheral device that isn’t functioning properly, as well as the computer system to which it is connected.

Course Code: TBS504

Duration: 2 hours

Troubleshooting: Common Issues with Software

Although software is designed to make a user’s computing experience easier, while allowing them to do more with the data they are inputting,

when software malfunctions it can lead to user frustration and a loss in productivity. When an operating system or software application isn’t

working properly, it is essential that you are able to help your customers get everything back in optimal working order. In addition, ongoing

software issues caused by malware infection need to be addressed at the root, with the malicious program being removed rather than simply

treating the symptoms of the infection.

Course Code: TBS502

Duration: 1 hour

Troubleshooting: Connectivity and Networking Issues

In this course, you will learn how to troubleshoot issues related to connectivity and networking. Many businesses and homes have begun

establishing networks, and installing firewalls to protect these networks, that can be complex and difficult to establish and maintain. As a result,

understanding how to properly diagnose and troubleshoot connectivity and networking issues has become essential for many help desk agents.

Course Code: TBS505

Duration: 2 hours

HUMAN RESOURCES

AODA – Customer Service Standard

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is a statute enacted in 2005 by the government of Ontario, Canada for the

purpose of improving accessibility standards for Ontarians with physical and mental disabilities to all public establishments by 2025.

AODA requires that all employees, volunteers, and contractors in customer service industries who interact with the public be trained. This course

will help employees, volunteers, and contractors provide better customer service to people with disabilities. Specific topics in this course are:

definitions of barriers and disabilities, the four principles on which AODA is based, the purpose of AODA, the requirements of AODA, tips on

providing service to customers with disabilities, how to interact with people with various physical and mental disabilities, common assistive

devices used by people with disabilities, how to interact with a customer who uses a service animal, and how to interact with a customer who

has a support person.

Course Code: AODA103

Duration: 1 hour

AODA – Design of Public Spaces Standard






The standard for the design of public spaces is to make it easier for people with disabilities to move through and use the environment. The

requirements of the standard are divided into seven sections:

1. Recreational trails and beach access routes

2. Outdoor public use eating areas, like those found at rest stops or picnic grounds

3. Outdoor play spaces

4. Exterior paths of travel (sidewalks or walkways) and their associated elements, such as ramps, stairs, curb ramps, rest areas and accessible

pedestrian signals

5. Accessible off-street and on-street parking spaces

6. Obtaining services (service counters, fixed queuing guides and waiting areas)

7. Maintenance planning

This course covers the requirements for specific features of our public spaces that will make it easier for people with disabilities to move through,

use and enjoy what our communities have to offer.



AODA – Employment Standard



This course covers the Employment Standard of AODA and is designed to integrate accessibility into regular workplace process and to ensure

that employers provide for accessibility across all stages of the employment life cycle.

The Employment Standard applies only with respect to paid employees. This includes, but is not limited to, full- and part-time employees, seasonal

employees, and paid apprenticeships. The Employment Standard does not apply to volunteers or other unpaid staff.



AODA – General Requirements



The Accessibility for Ontarians with Disabilities Act (AODA) requires public and private sector organizations to comply with mandatory standards

that remove and prevent barriers to accessibility for people with disabilities.

This course has been designed to help you learn about these 'General Requirements' and the Ontario Human Rights Code and provides an

introduction to the accessibility requirements and the requirements that apply to all of the standards.



AODA – Information and Communication Standard



The Information & Communications Standard is part of the Integrated Accessibility Standards Regulation (IASR). It will help organizations make

their information accessible for people with disabilities.

This course covers the information and communication standard and focuses on accessible information and communications relating to the

provision of goods and services. The definition of 'information and communication' is very broad and can include such things as websites,

brochures, flyers, invoices, order forms, feedback forms, complaint forms, telephone calls, marketing materials, etc. The main goal of the

standard is to promote inclusive design of information and communication platforms and to specify requirements to prevent and remove barriers

to persons with disabilities when creating, conveying, distributing, procuring and receiving information and communication to and from your

organization.



AODA – Transportation Standard






The AODA Transportation Standard requires transportation services to prevent and remove barriers so that people with disabilities can more

easily access transportation services across the province of Ontario. Requirements for accessible transportation apply to persons and/or

organizations that offer transportation services to the public or employees, and that are responsible for or provide the following types of services:

➢ Conventional transportation

➢ Specialized transportation

➢ Public school transportation

➢ Other transportation services

➢ Ferry

➢ Taxi

Requirements do not apply to the following transportation services:

➢ Voluntary or faith-based transportation

➢ Federally regulated transportation

➢ Emergency response vehicles

➢ Amusement park rides



Diversity in the Workplace for Employees

The workforce is made up of a wide variety of people. In this course, you will learn to apply strategies that will help you positively contribute to

a diverse workplace. You will become familiar with common misconceptions and pitfalls that can lead to discrimination and stereotyping. You

will also be given the opportunity to reflect upon your own awareness of diversity in the workplace.

Course Code: DIV404EE

Duration: 1 hour

Diversity in the Workplace for Employers

Diversity is about variety, so a diverse workplace is one with people from different cultures and of different ethnicities. The advantages of a

diverse workplace include: different points of view, better productivity, improved teamwork, the ability to attract business from a variety of

geographical areas, learning opportunities, and possibility of lowered legal costs. In this course, you will learn the value of celebrating differences

and the need to discourage discrimination. This course contains an employee section and an employer section to fulfill the specific training

needs of the different roles in a workplace.

Course Code: DIV404ER

Duration: 1 hour

Health and Wellness

Health and wellness encompasses many different aspects; however, this course focuses on nutrition, exercise, mental fitness and stress

management, work-life balance, and ergonomics. There is a strong focus on issues affecting the workplace. Yet, the techniques and tips

presented are also applicable to everyday life.

Course Code: HWS405

Duration: 1 hour

Motivation Based Interviewing

Traditional behavior-based interviewing does a reasonable job of assessing skills, but it falls short when it comes to assessing an applicant’s

motivation. In the world of hiring…that’s a Big Deal! Why? Because it takes more than just skill to succeed. Think of skill as being analogous to a

car. Think of motivation as fuel. A car without fuel runs great – going downhill. Using MBI is a more effective way to correctly assess a candidate’s

motivation to overcome obstacles and achieve goals. It enables you, the interviewer, to more accurately predict job performance, and as a

result, hire more High Performers.

A much better predictor of future job performance and achievement is an applicant’s ‘attitude’. What exactly is attitude? Att itude is how

effectively, or ineffectively, a person responds to obstacles or difficult challenges. Let’s face it; every job has its challenges! It can be a difficult

co-worker or customer, an insufficient budget, not enough time, being understaffed, too much competition, insufficient knowledge; something

that breaks down…the list is truly endless. Obstacles are a normal part of getting to any goal and if an employee isn’t good at overcoming

these obstacles, then they aren’t going to be good at achieving goals.

What makes an obstacle difficult to overcome is that there doesn’t appear to be a solution – initially. When a person encounters a roadblock,

it’s not their skill that determines whether they move forward. Rather, it’s their attitude and their passion. These componen ts determine how

much effort will be put forth to solve the problem. When someone makes up their mind that a goal is impossible to achieve or deems an obstacle

to be insurmountable, they won’t relentlessly pursue the goal like a true High Performer would. High Performers have an attitude that is conducive

to achieving goals as well as the passion that drives them to do it. Many applicants who are NOT High Performers are interview-savvy. These




applicants withhold information but interviewers who use motivation-based interviewing know exactly how to expose it. MBI is the only

interviewing methodology with built-in skill, attitude and passion assessment components.

This course has 5 interactive modules:

1. Introduction, Overview and Navigation Instructions

2. Understanding the High Performer

3. Interviewing & Identifying the High Performer

4. Hiring the High Performer

5. Summary & Conclusion

Course Code: MBIONLINE

Duration: 6 hours

Perception

Our environment and surroundings give us a lot of information. In fact, it is often too much for our minds to handle at any one time. This is where

perception comes in. Using our past experiences and expectations, we categorize and group similar items together to allow for quick thinking

and the ability to fill in missing information. However, this can also lead to problems, such as categorical thinking leading to stereotyping. In this

course, you will learn about the different problems with the perceptual process and ways you can overcome them.

Course Code: PER602

Duration: 1 hour

Power and Influence

No matter what your position or title is in an organization, it is important to understand what power and influence are and how to use them. If

you feel empowered at work, you are more likely to enjoy your job, be more productive, and not engage in negative office politics. This course

presents the basic elements of power, influence, and organizational politics, and examines how these elements are related.

Course Code: POW603

Duration: 1 hour

Preventing Violence in the Workplace for Employees

This course provides you with the information and practice you need to recognize and deal with violence in the workplace. You will learn to

identify possible warning signs of violence, use anger management strategies, and become familiar with workplace policies and procedures

designed to protect you. You will also learn how to respond to a violent incident in the workplace. The content of this course is based on Ontario

legislation and guidelines set out by the Ontario Ministry of Labour.

Course Code: VIO402EE

Duration: 1 hour

Preventing Violence in the Workplace for Employers

Workplace violence is legally defined as committing, attempting to commit, or threatening to commit physical injury to a worker in a workplace.

Thus, when we think of violence, our minds immediately lead to thoughts of physical violence. However, violence can take many forms including

sexual, psychological, and verbal; even excessive anger demonstrated verbally can be considered violence. This course will cover the legalities

of workplace violence, prevention methods, and what to do if you experience a form of violence at your workplace. This course contains an

employee section and an employer section to fulfill the specific training needs of the different roles in a workplace.

Course Code: VIO402ER

Duration: 1 hour

Structure, Culture and Change

Organizational structures form the building blocks of a company. The work can be divided and coordinated in an orderly manner. From this,

organizations develop a culture, which defines what is important and unimportant in the company. Understanding an organization’s culture will

help when an organization undergoes changes. Change can be a very difficult, but necessary to ensure survival in the changing market place.

In this course, you will have the opportunity to learn about different aspects of organizational structure, corporate culture, and organizational

change.

Course Code: CUL600

Duration: 1 hour




Workplace Harassment for Employees

This course provides you with the information and practice you need to recognize and deal with harassment in the workplace. More specifically,

you will learn to address common misconceptions that can lead to harassment. You will also become familiar with the various parts of workplace

policies and procedures designed to keep you safe. The content of this course is based on Ontario legislation and guidelines set out by the

Ontario Ministry of Labour.

Course Code: HAR401_EE

Duration: 1 hour

Workplace Harassment for Employers

Harassment is any behavior that demeans, embarrasses, humiliates, annoys, alarms, or verbally abuses a person that is known or should

reasonably be known to be unwelcome. There are many forms that harassment can take including verbal, physical, sexual, visual, and gender.

This course can either be a refresher course for existing staff, a course provided to new employees, or could be used as a component of

management training programs. By the end of this course, you should be able to follow the appropriate steps necessary if harassment occurs

in your workplace. This course contains an employee section and an employer section to fulfill the specific training needs of the different roles

in a workplace.

Course Code: HAR401_ER

Duration: 1 hour

Workplace Hazardous Materials Information System (WHMIS) for Employees

This course is designed to prepare you to successfully write the WHMIS certification test for office workers. You will learn to recognize hazard

symbols, understand components of Material Safety Data Sheets and workplace labels, and understand worker rights and duties. This course

includes a practice test which will help you determine your readiness for the official certification test.

Course Code: WHM400_EE

Duration: 1 hour

Workplace Hazardous Materials Information System (WHMIS) for Employers

WHMIS is a Canada-wide system designed to provide employers and employees information about hazardous materials in the workplace. You

should be able to recognize and understand the various hazard symbols, and workplace labels and documents. This course will prepare office

workers to successfully write the required WHMIS test for certification. This course contains an employee section and employer section to fulfill

the specific training needs of the different roles in a workplace.

Course Code: WHM400_ER

Duration: 1 hour

Workplace Safety for Employees

Safety in the workplace is everybody's responsibility. In this course, you will identify common workplace safety hazards and become familiar with

the regulations that protect you. You will learn how to prevent and respond to workplace accidents and incidents. This course also includes

information about Joint Health and Safety Committees and organizations that govern workplace safety.

Course Code: SFT403EE

Duration: 1 hour

Workplace Safety for Employers

Safety in the workplace is everybody's responsibility. In this course, you will identify common workplace safety hazards and become familiar with

the regulations that protect you. You will learn how to prevent and respond to workplace accidents and incidents. This course also includes

information about Joint Health and Safety Committees and organizations that govern workplace safety. In any workplace, there are many

safety hazards that can exist which can be health, biological, chemical, ergonomic, and physical hazards. Accidents and incidents can be

difficult to prevent. For this reason, it is important to create a culture of safety; which is a set of values and practices that contribute to keeping

everyone safe from harm. This course discusses processes and procedures for the promotion and implementation of a physically safe work

environment.

Course Code: SFT403ER

Duration: 1 hour




LANGUAGES

Orion Learning offers over 450 online language training courses. Some courses offer up to 4 different levels of engaging interactive language

activities, simulations and vocabulary. Here’s a description of each level type and a table listing of languages that we offer:

Talk Now!

If you’re new to a language, there are some basics you will have to learn, whether you’re eight years old or 80, on business abroad or a

tourist on holiday. Talk Now! offers a simple-to-use method for you to start learning the language, whoever you are.

Talk More!

This program teaches basic conversational phrases with structures that can be adapted to fit different situations. It also tackles one of the

main challenges in learning a foreign language: building the confidence to speak it. Talk More’s recording function allows you to compare

your accent with that of a native speaker. Perfect for building a learner’s spoken confidence.

Talk The Talk!

Talk The Talk is designed with teenagers’ social lives in mind. It concentrates on the words and phrases young people need for social

conversation, including plenty of useful, up-to-date vocabulary. It then builds their spoken confidence, allowing them to compare their

accent to that of a native speaker.

Talk Business!

Picture yourself doing business with someone who doesn’t speak your language. The chances are you’ll need more than “holiday level”

conversation to get by. That’s why Talk Business was developed. It teaches you basic business vocabulary so that you can concentrate on

the important stuff and not waste time searching for the right words.

Language Talk Now! Talk More! Talk The Talk! Talk Business!

Abruzzese Yes

Afrikaans Yes Yes Yes Yes

Albanian Yes Yes Yes Yes

Alsatian Yes

American Yes Yes Yes Yes

Amharic Yes Yes Yes Yes

Arabic Yes Yes Yes Yes

Arabic (Egyptian) Yes

Arabic (Modern) Yes

Armenian Yes

Assamese Yes Yes

Aymara Yes

Azeri Yes

Basque Yes Yes Yes Yes

Belarusian Yes Yes

Bengali Yes Yes Yes Yes

Breton Yes

Bulgarian Yes Yes Yes Yes

Burmese Yes

Cantonese Yes Yes Yes Yes

Catalan Yes Yes Yes Yes

Chichewa Yes Yes Yes Yes

Chuvash Yes

Cornish Yes Yes Yes Yes

Corsican Yes

Creole Yes Yes Yes

Creole (Haitian) Yes

Croatian Yes Yes Yes Yes

Czech Yes Yes Yes Yes





Danish Yes Yes Yes Yes

Dari Yes Yes Yes Yes

Dutch Yes Yes Yes Yes

English (UK) Yes Yes Yes Yes

English (Canada) Yes

Esperanto Yes Yes Yes Yes

Estonian Yes Yes Yes Yes

Faeroese Yes

Farsi Yes Yes Yes

Finnish Yes Yes Yes Yes

Flemish Yes Yes Yes Yes

French Yes Yes Yes Yes

French (Canada) Yes

Frisian Yes

Galician Yes Yes Yes Yes

Georgian Yes

German Yes Yes Yes Yes

Greek Yes Yes Yes Yes

Greenlandic Yes

Gujurati Yes Yes

Hausa Yes

Hawaiian Yes

Hebrew Yes Yes Yes Yes

Hindi Yes Yes Yes Yes

Hungarian Yes Yes Yes Yes

Icelandic Yes Yes Yes Yes

Igbo Yes Yes Yes Yes

Indonesian Yes Yes Yes Yes

Inuktitut Yes Yes Yes

Irish Yes Yes Yes Yes

Italian Yes Yes Yes Yes

Japanese Yes Yes Yes Yes

Jerriais Yes

Kannada Yes

Kazakh Yes Yes Yes Yes

Khmer Yes Yes Yes Yes

Kirghiz Yes

Klingon (Yes, Seriously...) Yes

Korean Yes Yes Yes Yes

Kurdish Yes

Latin Yes

Latvian Yes Yes Yes Yes

Lingala Yes

Lithuanian Yes Yes Yes Yes





Luganda Yes

Luxembourgish Yes Yes Yes Yes

Macedonian Yes Yes Yes Yes

Malagasy Yes

Malay Yes Yes Yes Yes

Malayalam Yes Yes

Maltese Yes Yes Yes

Mandarin Yes Yes Yes Yes

Manx Yes Yes Yes Yes

Maori Yes Yes Yes Yes

Marathi Yes Yes

Mongolian Yes

Navajo Yes

Nepali Yes Yes

Norwegian Yes Yes Yes Yes

Occitan Yes

Papiamentu Yes Yes Yes Yes

Pashto Yes Yes Yes Yes

Persian Yes

Pidgin Yes

Polish Yes Yes Yes Yes

Portuguese Yes Yes Yes Yes

Portuguese (Brazilian) Yes Yes Yes Yes

Provencal Yes

Punjabi Yes Yes Yes

Quechua Yes Yes Yes

Romanian Yes Yes Yes Yes

Romansh Yes

Russian Yes Yes Yes Yes

Rwanda Yes

Saami Yes

Sardinian Yes

Scottish Gaelic Yes Yes Yes Yes

Serbian Yes Yes Yes Yes

Sesotho Yes Yes Yes

Setswana Yes Yes Yes

Shona Yes Yes Yes Yes

Sinhala Yes

Slovak Yes Yes Yes Yes

Slovenian Yes Yes Yes Yes

Somali Yes

Spanish Yes Yes Yes Yes

Spanish (Latin) Yes Yes Yes Yes

Swahili Yes Yes Yes Yes





Swedish Yes Yes Yes Yes

Swiss Yes Yes Yes Yes

Tagalog Yes Yes Yes Yes

Tamazight Yes Yes Yes Yes

Tamil Yes Yes

Telugu Yes Yes

Thai Yes Yes Yes Yes

Tibetan Yes

Tswana Yes

Turkish Yes Yes Yes Yes

Ukrainian Yes Yes Yes Yes

Urdu Yes Yes Yes

Uzbek Yes

Vietnamese Yes Yes Yes Yes

Welsh Yes Yes Yes Yes

Xhosa Yes Yes Yes Yes

Yiddish Yes

Yoruba Yes Yes Yes Yes

Zulu Yes Yes Yes Yes

LEADERSHIP

Appraising Workplace Performance

Conducting performance reviews can be an excellent opportunity to inspire, motivate, and communicate with your employees, but only if they

are conducted correctly. Conversely, if performance reviews are poorly done, they can result in mutual feelings of frustration and distrust

between managers and employees. In this course, you'll have an opportunity to learn the correct methods and techniques that can be used

in the performance review process to ensure the most beneficial results possible.

Course Code: PER504

Duration: 1 hour

Building Effective Teams

In this course the concept of workplace teams is discussed. Topics covered include the stages of team formation, models of workplace teams,

team player types, team building, and characteristics of effective teams. When everyone on a team is working together well, teamwork can

be of tremendous benefit for an organization, for job satisfaction, and for work efficiency. It’s important to be aware of the factors that can

prevent or take away from good teamwork. The awareness of these barriers will help you to recognize their existence in your team and take

steps to break the barriers down.

Course Code: TEA400

Duration: 1 hour

Coaching in the Workplace

Effective managers understand that simply directing orders to their employees will not yield optimal results. Rather, by developing a coaching

style that addresses and nurtures the skills and talents of employees will help create a more well-rounded and knowledgeable workforce. As a

result of coaching, employees become more efficient, educated, and effective in the tasks and roles they are assigned. This course will help

you to develop your coaching skills. You'll have an opportunity to learn how to communicate your coaching feedback and how to develop an

awareness of the specific learning styles of your employees.


Duration: 1 hour




Common Human Resource Issues and Responsibilities

This course is the second of two that covers human resource related topics for managers. In this course, we examine some common human

resource-related issues and responsibilities that managers can expect to encounter and are prepared for on a daily basis. By understanding

these issues and responsibilities, managers will not only be more well-rounded and knowledgeable, they will also be better prepared for the

realities of the day-to-day operations of the workplace.

Course Code: MP105

Duration: 2 hours

Communicating for Success

Communicating for success means not only being able to utilize the tools required for meaningful and effective communication, but also

understanding how to identify and overcome any barriers that present themselves on a day-to-day basis. Without proper communication, both

managers and their employees will struggle in their attempts to collaborate or work within a team environment. Consequently, effective

communication is one of the foundational elements that support a productive, successful, and harmonious workplace. In this course, you’ll have

an opportunity to learn what effective communication is, an awareness of the barriers preventing effective communication, and some skills and

strategies you can add to your leadership tool kit.

Course Code: COM501

Duration: 1 hour

Conflict Resolution Strategies for the Workplace

Conflict can occur whenever two or more people are required to work together. While it is inevitable that problems arise, the key to a harmonious

workplace lies in understanding how to properly manage and resolve these conflicts. Developing a skill set that can be used to help quell and

solve the feelings of anger, resentment, and frustration that generate from interpersonal conflicts is a requirement for any workplace leader. In

this course, you'll have the opportunity to learn the skills necessary to address and resolve a variety of workplace conflicts.

Course Code: CON502

Duration: 1 hour

Dealing with Change

Dealing with change can be a difficult task for anyone, but the issue becomes even more complex once you are in a managerial role. As a

manager, it is your responsibility to guide your employees through the process of change so that it is as painless and fruitful as possible. Change

can bring up feelings of anger, stress, and other negative attitudes in even the best employees, and as a manager it will be your job to help

them respond and adapt to change with resilience and resourcefulness. By understanding the cycle of change, the varying reactions to

change, and how to deal with anger and stress, you will be able to provide your employees with the guidance and leadership necessary to

face even the largest shifts and disruptions in the workplace.

Course Code: MP102

Duration: 2 hours

Delegating Effectively

Delegation involves being able to effectively assign either authority or responsibility for a task to an employee, who will then carry out the

assignment efficiently and accurately. This form of task assignment should not simply be the process of a manager/supervisor dumping work on

a subordinate, but should rather be the utilization of a variety of individual skills and capabilities in order to get a job done quickly and properly.

This course will help you to determine when and to whom to delegate, how to give clear and concise instructions, and the follow-up and

feedback process in delegation.

Course Code: DEL503

Duration: 1 hour

Emotions, Attitudes and Stress

The role of emotions in the workplace is becoming an increasingly prominent area of study and concern for organizations. There are many

studies which support a strong business argument for the improvement of managing employee emotions, attitudes, and stress levels. Unhappy

employees are more likely to be neglectful, absent, and less productive than happier ones. This course examines the link between emotions,

attitudes, and stress and how these are expressed in the workplace. There is a focus on the development of organizational commitment,

emotional intelligence, and effective stress management.

Course Code: EMO601

Duration: 1 hour




Hiring for Success

Ensuring that an organization hires the right person the first time can help save both time and money. Before the hiring process can even begin,

the tasks and responsibilities associated with the position being filled must accurately be identified and agreed upon. Next, in order to make

the correct hiring decisions, management must understand and implement a variety of measures that will help attract and identify the best

candidate for the job. These elements will help managers make the correct hiring decisions the first time rather than wasting time and money

on costly hiring errors.

Course Code: PM101

Duration: 2 hours

Interviewing, Hiring, Orientation and Training

While it may seem like you have more than enough responsibilities as a new manager, many workplaces also require that their managers assume

a variety of human-resource related activities. These responsibilities can involve tasks related to interviewing, hiring, orientation and training new

employees. These seemingly straightforward tasks are often more involved and complex. This course provides information for managers who do

not have a background in human resources but are required to take the lead on hiring and training new staff members.

Course Code: MP104

Duration: 2 hours

Making Employees Accountable

Any effective manager will tell you that having faith and confidence in his/her employees is essential to running a successful department. This

trust is not created over night or without significant time and commitment from an organization. In order to establish employee accountability,

an organization itself must be seen as accountable. By creating an environment where accountability is not only praised but expected, a

manager can foster and manage an inclusive and secure work environment, which will lead to improved employee morale, productivity, and

faith in the organization.

Course Code: PM105

Duration: 2 hours

Management Preparation

Preparing to become a manager can be a difficult and stressful task if you are not properly prepared. Fortunately, there are skills and strategies

that can be used to help make the transition less stressful and more successful. By understanding the foundations of successful management,

coupled with an understanding of elements like effective leadership styles, conflict resolution methods, and problem-solving techniques, even

someone with limited supervisory experience can become a successful manager.

Course Code: MP101

Duration: 2 hours

Performance Management

Effective performance management within an organization can help make the difference between a successful and a failing business or

department. By developing effective training and coaching programs, an organization can lay the groundwork for an effective and successful

performance management process. Once these foundations have been established, management needs to ensure that the performance

management process is activated, evaluated, and reviewed in such a way as to implement the most useful and productive process possible.

By doing this, management can help ensure that they are getting the most out of their workforce at all times.

Course Code: PM104

Duration: 2 hours

Talent Management

Attracting and retaining talented individuals can be difficult for even the most experienced manager. Drawing in-demand candidates to your

firm can help bolster the productivity, prestige, and value of an organization, which means attracting highly-talented individuals, should be a

primary concern for the management of any business. Furthermore, many organizations have talented individuals within their ranks that

management simply haven't identified or placed in a role where talents can be properly used. Management must help ensure that such

potential isn't wasted. Finally, once talented individuals from outside the organization have been hired, it is the responsibility of management to

ensure that these employees are being utilized effectively.

Course Code: PM103

Duration: 2 hours




Team Building

While the benefits to having effective teamwork within the workplace are well known, the methods to achieve this harmonious and cooperative

environment can be more challenging to find. Fortunately, this course will help uncover and explain these often-elusive strategies. Once the

foundations for successful teamwork have been laid, your role as a manager will be made easier and your employees will be more productive.

By understanding team types, what makes a good team player, how trust and communication affect teamwork, and learning how to effectively

build a team, a supportive and collaborative work environment can be established.

Course Code: MP103

Duration: 2 hours

Team Dynamics

The use of different types of teams and team work, in particular virtual teams, is becoming more prevalent in the workplace. It follows that the

concept of team dynamics is an important aspect of organizational behavior. In this course, the advantages and disadvantages of teamwork

will be explored. As well, elements of effective teams will be focused on, including the level of interdependence, team size, team composition,

team cohesion, team norms, and team trust. You will also learn about the constraints on team decision making and how to overcome them.

Course Code: TEA604

Duration: 1 hour

Team Environment and Behaviors

In this course team behaviors and the team environment are discussed. Specific topics covered include the stages of team development,

positive team behaviors, team codes of conduct, and communication techniques used by healthy teams. It is important that the team

development process and the environment in which teams operate promote collaboration and encouragement. Finally, some clear examples

are given of how effective teams behave and communicate.

Course Code: TEA401

Duration: 1 hour

Time Management for Peak Performance

Regardless of the industry or position, successful leaders understand the importance of effective time management. When faced with

competing tasks and simultaneous deadlines, it important that you are able to manage your time successfully. As a leader, if you model good

time management and coach your team members in this important skill, you will reduce stress, maintain team focus, and stay in control. This

course will teach you how to identify important tasks, avoid procrastination, set achievable goals, organize your workspace, prioritize to improve

productivity, improve your scheduling, and delegate effectively.

Course Code: TM101

Duration: 1 hour

Using Motivational Training

One of the most difficult aspects of management is learning how to motivate your employees. In order to get the best out of each and every

employee, a manager must understand how consequences, motivations, and a positive environment can be used to help motivate a

workforce. Consequently, an effective manager will be able to evaluate the goals and values of his or her employees to help develop a

motivational work environment, which will increase productivity, morale, and overall job satisfaction at the organization.

Course Code: PM102

Duration: 1 hour

MANAGEMENT SKILLS

A Background to Body Language

Having completed this course, the learner will be able to:

• Define the term ‘body language’

• Explain the connection between body language and ‘intuition’

• Explain the meaning of; posture, gestures and proxemics

Most people, at some time or another, experience the feeling that another person is giving out ‘vibes’. This feeling often leads them to believe

that the other person is feeling or thinking in a particular way, regardless of what he or she is actually saying. Some people are also given to

feelings of ‘intuition’ when they first meet someone. For reasons they do not understand, they are able to make almost immediate judgments

about likeability, attitude or honesty. The vibes projected by other people, and the intuition possessed by the individual, are almost always a

result of the body language exhibited by the former, and unconsciously interpreted by the latter. This course will introduce the learner to the

subject of body language, and enable him or her to explain why we frequently have intuitive reactions towards others. It will also enable them




to identify why interpretive skills will improve their interpersonal communication. Understanding why they have intuitive reactions towards others

will result in staff and managers being more observant of, and sensitive to, the body language of others. This, in turn, will prepare them to

develop their skills in interpreting and using body language to increase the effectiveness of their interpersonal communication.

Course Code: T4BCOS01

Duration: 1 hour

An Introduction to Listening

Everyone likes to think they are a good listener. The fact is, however, that most people ‘hear’, but do not ‘listen’. By understanding what is meant

by ‘listening’ the learner will be motivated to develop their skills in this area in order to develop and improve their all-round communication skills.

Furthermore, an understanding of the human communication process will enable the learner to appreciate the part listening plays in this process,

and the consequences of ineffective listening. Effective listening is crucial to good communication, and good communication is a critical

element in the success of any organisation.


➢ Recognise, and be committed to, the importance of listening skills as a critical factor in improving personal communication and people

management

➢ Relate to the human communication process when considering why a communication has proved ineffective


Duration: 1 hour

An Introduction to Meetings and Meeting Types

Meetings are an inescapable part of business life today; whether you attend them on a regular basis, or are responsible for calling and running

them, they are likely to figure highly in your everyday working life. But how often does a meeting fail to achieve anything concrete? How often

do you sit in a meeting thinking your time could be better spent? If you are like most people, the answer is probably ‘pretty often’. It’s important,

therefore, to make sure that meetings are held only when necessary, that their objectives are clear and that they are run effectively. This course

sets out to introduce you to the subject of meetings and the different types you may encounter or run.


Duration: 1 hour

An Introduction to Time Management

The tell-tale signs of poor time management are often apparent in the workplace; people feeling overloaded with work, working late or missing

deadlines – often lurching from one crisis to another. The outcomes of poor time management are potentially harmful for both the individual

and the organisation, since productivity suffers, stress takes a hold and morale crashes. When time is managed well, however, people are

exceptionally productive at work, stress levels drop and they can devote time to the interesting, high-reward projects that can make a real

difference to a career. The organisation also benefits from higher productivity and well-motivated employees. This course, one of a series,

enables the learner to understand the concept of time management, identify any issues they may have and take initial steps to remedy

problems.


Duration: 1 hour

An Overview of Performance Appraisal

For many managers, the ideas of conducting performance appraisal fills them with dread. This is unfortunate, as performance appraisal is a

crucial element of the overall performance management process and, as such, generates many benefits for the individual, the line manager

and the organisation. This course will enable the learner to approach performance appraisal more positively having gained an understanding

of the purpose, content and structure of the process. He or she will also buy into the importance of performance appraisal having appreciated

the many benefits that emerge from it. An Overview of Performance Appraisal’ forms an essential foundation for all managers with line

responsibility for performance appraisal, enabling them to derive maximum benefit from the other courses in the series.


Duration: 1 hour

Attracting Candidates and Producing Job Advertisements

If you have completed the first two courses in the recruitment and selection series, you will now be armed with your job description and person

specification. Now you are ready to think about how you are going attract applicants for the job. This part of the recruitment stage is where

you spend time and resources attracting a suitable pool of candidates from which to make a selection. There are many ways of attracting

candidates, some of which can be costly, so it’s important to get it right first time. This course will look at how to attract the right candidates and

how to write a job advertisement.





Duration: 1 hour

Becoming a Better Listener

Sometimes when you are listening to a conversation, do you find yourself thinking about the answer to the question that’s about to be asked? Or,

do you find yourself forming an opinion and interrupting before the speaker ha even had a chance to finish speaking? If this is you, then you

are not using good listening skills. Good listeners keep their ears open and their mouths shut. This course will give you the right skills to listen

correctly and therefore become a better communicator.


Duration: 1 hour

Course Content:

➢ The concept of ‘whole-brain’ listening

➢ Listening self-discipline

➢ Verbal and non-verbal attending behaviors

➢ Observational skills

Creating SMARTER Objectives

Having completed this course, the learner will be able to describe the benefits of effective objectives to the individual and his or her employer.

The learner will also be able to create SMARTER objectives and analyse existing objectives to confirm whether they meet the necessary criteria.

This course will help the learner to improve their job performance, develop their existing skills and knowledge and work effectively towards career

goals through the creation of practical and effective personal objectives. All organisations set themselves objectives which drive them towards

aspirational goals. Almost all, however, rely on their human resource to provide the skills, knowledge and attitudes necessary to realise those

goals and objectives. This means that it is essential all employees possess the ability to create personal objectives that align with those of the

organisation, result in personal development and are a source of satisfaction for all.


Duration: 1 hour

Deciding the Priorities

Do you work hard? Do you consider yourself to be well organised and efficient, but despite your best efforts you never seem to actually achieve

your objectives? Well, it could be that you are working on the interesting but unimportant tasks, rather than the ones that can have a real

impact. To be effective, you need to prioritise: you need to decide what tasks are urgent and important, and focus on these. With good

prioritisation you can bring order to chaos, reduce stress and move towards achieving your goals.


Duration: 1 hour

Delegation

The ability to delegate is one of the key competencies of an effective manager. In this course, we’ll clarify the definition of delegation, so you’ll

feel confident when describing it to the staff to whom you are delegating tasks. We’ll consider the benefits of delegation to you, the delegate

and your organisation. We’ll also look at how delegation fits in as part of the personal development process, and look at its link with coaching.


Duration: 1 hour

Delivering Presentations

Being able to deliver an effective presentation is a crucial skill for many people since it can be a highly effective tool when there is a need to

inform, influence or persuade others. It can also be rewarding - to you as well as to the group to whom you are presenting - as there is an

enormous amount of satisfaction to be had in receiving positive feedback from an engaged and enthusiastic audience.


Duration: 1 hour

Display Screen Equipment and Workstation Safety

Many millions of people now spend all their working days sitting in front of display screens. This sedentary lifestyle, the repetitive physical activity

and factors associated with display screen use can cause both minor and major health problems if the risks are not addressed. Such risks can

often be reduced, or removed altogether, by good workplace design and safe working practices. This course will enable the learner to take

positive action in respect of their own health and safety by creating a safe seating position, adopting the correct posture and operating

workstation equipment appropriately.





Duration: 1 hour

Fire Prevention and Evacuation


about the common causes of fire, how to prevent them from starting and how to escape safely from the scene should a fire occur. This course

deals with all three of these vital subjects, and successful completion of the course could literally be the difference between life and death.



workplace.


Duration: 1 hour

Fire, Safety and Evacuation


about the common causes of fire, how to deal with them and how to escape safely from the scene should a fire occur. This course deals with

all three of these vital subjects, and successful completion of the course could literally be the difference between life and death. Employers

are responsible in law for both fire prevention and the safe evacuation of employees in the event of a fire. This course will ensure that employees

have the necessary knowledge to play their part in cooperating with their employer in the implementation of fire safety in the workplace.


Duration: 1 hour

Introduction to Negotiation


➢ Identify and marshal his or her personal communication and cognitive skills for use in the negotiation process

➢ Prepare themselves effectively for the negotiation process

This course overviews the key skills of negotiation as well as the structure of the negotiation process itself. The part that attitudes play in successful

negotiation is also examined, enabling the learner to think about the appropriateness of their current attitudes. The importance of correct

personal behavior, such as body language, is considered and the learner is provided with practical guidance in this area.

Achieving the learning outcomes of this course represents an excellent foundation for skill development which, when combined with the other

2 courses in the series, will place the learner in a strong position to become a highly effective negotiator.

Negotiation is a difficult skill to master and, very often, managers believe they are able to negotiate successfully when this is not the case. The

result of this misapprehension is a mixture of lost opportunity and spoilt relationships. By ensuring that all those people who need to negotiate

are able to do so competently, the company will avoid these pitfalls.

Course Code: T4BCUS01

Duration: 1 hour

Job Analysis, Job Descriptions and Person Specifications

Job analysis, job descriptions and person specifications sound like three pretty dry subjects! But think about it – employing the wrong person can

be a costly and stressful business. Many disastrous recruitment decisions have resulted from getting just one key element of the recruitment and

selection process wrong.

Not getting anything wrong, of course, depends on robust processes and good skills. However, robust processes and good skills, in turn, depend

heavily on effective preparation - and this crucial preparation phase is detailed within three important documents:

➢ The job analysis

➢ The job description

➢ The person specification

This course will enable the learner to create valid and effective versions of all three documents and so ensure that recruitment and selection

activity is built on firm foundations.


Duration: 1 hour

Managing and Handling Stress at Work

Stress is now recognised globally as a condition that can affect all categories of workers, in all types of jobs and living in all types of social

environments. It is also recognised as a major contributor to behavior change, psychological dysfunction and serious health problems. Stress,




therefore, can have a major impact both on people’s lives and the company bottom line. This course will enable managers and staff to handle

stress and reduce the human and economic costs to the business.


Duration: 1 hour

Managing Disruptions and Keeping Focused

Most of us are distracted several times, if not dozens of times, every day. We get emails and phone calls; we are pulled into last-minute meetings;

we are asked for information and advice. And this all works in reverse, with us having to write a quick email, make a phone call, or call an

unexpected meeting. We also need to take breaks to give our brains, eyes and ears a rest. On top of all this we have non-work interruptions

and disruptions – the social interactions that are all part of life at work. Everyday interruptions can be a major barrier to managing your time

effectively and ultimately can be a barrier to your success. Learning how to minimise these distractions can dramatically increase your

productivity and effectiveness, as well as reduce your stress. This course will enable you to minimize distractions, get into flow, produce high-

quality work, and achieve much more during the day.


Duration: 1 hour

Managing Workplace Transport Health and Safety Risks

Every year, people are killed in accidents involving workplace transport, with such accidents also causing more than 1500 major injuries and

about 3500 less serious injuries each year. Accidents involving workplace transport also represent a major cost to businesses; the Health and

Safety Executive calculates that a relatively minor accident - for example one which results in a few days off work - is likely to cost an employer

thousands of dollars, while a major accident can cost tens of thousands of dollars. This course will help the learner to manage risks in such a way

that accidents involving workplace transport will be much less likely.


Duration: 1 hour

Negotiation Strategies 1 – Strategy Basics

There are a number of strategies you can employ to help you reach the best outcome in negotiations. This course will show you how to apply

good negotiating strategies to your advantage. The course illustrates the importance of understanding your ‘tradeables’, asking the right

questions, making sure you are negotiating with the right person, and that they have the right level of knowledge and experience for the deal.

You will also be given guidelines on the cultural and gender differences that can apply to negotiations, as well as the importance of timing and

concessions.


Duration: 1 hour

Negotiation Strategies 2 – Psychological Strategies

There are a number of psychological strategies that are often employed in negotiations, so it’s important to recognise, deal and counter them.

You may not be aware that the basic human needs of security, economic well-being, belonging, recognition, and control over one’s life are

also at play in negotiation. Couching your proposals in terms of satisfying these and any other needs that the other party may have will make it

easy for them to say ‘Yes’. It’s important to keep the negotiation human and establish rapport as early as possible. You may be surprised to learn

that appearing dumb or appearing to have a weak position can sometimes be strength in negotiation, as does using silence as a weapon. This

course will teach you to use effective questioning to counter any unfair tactics used by the other party without offending them, and how to

respond to psychological warfare when it is used against you. You will also be shown how to deal with negotiators using fake authority or fake

reciprocity.


Duration: 1 hour

Ongoing Appraisal

Appraisal, however, should not be a once-a-year event. It should be the culmination of work carried out by both the manager and the appraisee

over the full appraisal period – usually 12 months. This course considers why appraisal should be a continuous cycle of activity aimed at

improving performance and achieving agreed objectives. It also enables the learner to understand the part ongoing appraisal plays in

organisational performance management.


Duration: 1 hour




Organising and Running Effective Meetings

In many of today’s organisations, much of the important work takes place in meetings. These meetings are organised and conducted for a

specific purpose, usually to deliver new knowledge or information, discuss issues or ideas, solve problems or reach decisions. The goal of anyone

calling a meeting, therefore, should be to make sure those attending have a clear understanding of why they are there, what they can

contribute and what the intended outcomes of the meeting are. All this whilst feeling included, motivated and respected. On the face of it this

is a tall order, but this course aims to show you how easy it can be, provided you know what steps to take and how to take them.


Duration: 1 hour

Planning and Scheduling

Time is a finite resource that cannot be stored or saved for later use - time poorly used cannot be retrieved. Everyone has exactly the same

amount of time each day, so how well it is used will figure highly in defining levels of job performance. For these reasons, the ability to analyse

how time is spent, identify poor use and then effectively plan and schedule time usage in the future is essential, especially for busy people. This

course will enable you to undertake all these key time management activities.


Duration: 1 hour

Preparing for Presentations

A successful presentation requires solid preparation to ensure that everything runs smoothly and you are able to get your message across in an

effective and dynamic manner. Remember the six P’s: ‘Prior preparation and planning prevent poor performance’. This course looks at the

preparation needed to make a presentation interesting, informative and successful.


Duration: 1 hour

Preparing for the Appraisal

Henry Ford said, “Before everything else, getting ready is the secret of success” – and never was a truer word said about appraisal discussions!

Preparedness on the part of both the appraiser and the appraisee represents the difference between a poor discussion that is frustrating,

ineffective and a rich source of legal blunders and a discussion that creates understanding, constructive communication, motivation and shared

achievement. This course will enable the learner to understand the importance of being prepared for the appraisal discussion, and how to

carry out essential preparatory tasks.


Duration: 1 hour

Preventing Bullying in the Workplace

Bullying is responsible for 30% - 50% of all stress-related illness in the workplace and costs employers billions in lost revenue every year. A lack of

recognition and acceptance of workplace bullying results in costly damage to both individuals and organisations. One of the most widely

accepted ways of reducing the risk of bullying is to raise employee awareness and provide appropriate training on how to recognise and

address it. ‘Preventing Bullying in the Workplace’ can play an important part in your anti-bullying strategy by raising awareness and

understanding about what constitutes bullying behavior, what causes it and what can be done about it.


Duration: 1 hour

Removing the Barriers to Listening

The failure to listen effectively comes about not because of any deliberate intention to do so, but because of certain factors that prevent its

achievement. These factors are termed ‘barriers to listening’, and may result from internal, human behaviors, or the external environment. By

understanding what these barriers are, and the effect they have on the ability to listen, the learner will be both able, and motivated, to remove

them. During this course, we’re going to be taking a look at the barriers to effective listening- the various factors that lead to a breakdown of

the reception and decoding stages of the human communication process.


Duration: 1 hour

Risk Assessment for Managers

Employers must carry out risk assessments in respect of all significant workplace hazards, and failure to comply with this legal requirement can

result in prosecution and heavy penalties. Such prosecutions rarely arise from any willful intention to break the law but rather through an




ignorance of the legal requirements, or a lack of understanding of how to carry out the assessments, how detailed they should be and how

they should be recorded. Having completed this course, the learner will feel competent and able to conduct risk assessments effectively and

to appropriate standards.


Duration: 1 hour

Shortlisting Candidates and Selection Techniques

Making sure you select the correct candidate to fill your vacancy is a crucial part of the recruitment process. If your job advertisement has

been successful, you will have a large and unmanageable number of candidates from which to choose. The next step in the recruitment process

is to get that large number down to a manageable size. This reduction process is called ‘shortlisting’, and it lays the ground for subsequent

selection techniques that aim to identify the best candidate for the job. This course will give you the skills required to shortlist and select

candidates.


Duration: 1 hour

Silent Selling – Using Body Language in Sales

In sales, the relationship between salesperson and buyer depends on the ability of both individuals to read the hidden messages behind the

verbal interactions. Observing, understanding and interpreting body language is essential for the successful salesperson as it enables him or her

to read buyer reactions and avoid giving off negative signals – signals that might ruin a relationship or damage your credibility. This course will

enable the learner to direct the sales negotiation in response to subconscious messages communicated by the buyer. It will also help the learner

to adjust their own body language to ensure they communicate messages and attitudes calculated to create positive and successful sales.


Duration: 1 hour

Silent Speech – Understanding Body Language

Having completed this course, the learner will be able to identify feelings and attitudes by interpreting key bodily postures, gestures and how

people use proxemics. This course looks in detail and the postures, gestures and proxemics that, when interpreted correctly, provide an

invaluable insight into how someone is feeling, regardless of what they may be saying at the time. This ability to interpret body language will

enable the learner to flex their approach to situations according to how the other person is feeling. They will also be prepared for a reaction

that might otherwise take them by surprise, and will be able to gauge how well an interaction is going. By controlling their own body language,

they will be able to, where necessary, avoid revealing their own feelings and attitudes. A staff member, or manager, who is able to read, and

use, the ‘silent speech’ of body language is likely to seen as empathetic and a good communicator by peers, staff and his or her manager.

Equally, he or she will be perceived as someone who ‘sees beyond the words’, as well as one who is able to uncover unspoken d ishonesty or

deceit.


Duration: 1 hour

SMARTER Objectives for Managers

Having completed this course, the learner will be able to set and agree objectives that are effective, motivational and relevant to the

organisation. This course will help the learner to understand the role of objectives within the organisation, particularly the relevance of managing

by objectives. The course also looks in detail at what is meant by SMARTER objectives, why each of the criteria is important and how to create

objectives that meet them. All successful organisations set goals and objectives and, in most cases, achievement of these will rely on the

performance of the people within that organisation. Managers who are able to set and agree SMARTER objectives will ensure that their people

are engaged in activities that are developmental and relevant to the achievement of organisational goals.


Duration: 1 hour

The Appraisal Discussion

Conducting an appraisal discussion can be a daunting experience as most managers want to avoid doing anything that will upset or de-

motivate their team members, but at the same time don’t want to mislead them with an overly “rosy” view that ignores needed areas of

improvement. The solution is to approach appraisal discussions in an organised manner, with a firm grasp of the techniques and skills that are

likely to make it a positive experience for both the appraiser and the appraisee. This course will equip manager/appraisers with the knowledge

necessary to enable them to practice these techniques and skills. It will also provide a clear structure for appraisal discussions and enable the

learner to understand the key characteristics of each stage of the discussion.


Duration: 1 hour




The Importance of Setting Goals in Time Management

Do you ever feel like you’re adrift in the world - working hard every day but getting nowhere? Do you seem to run out of time but wonder what

you have actually done? If this sounds familiar it may be because you haven’t really thought about what you should be doing, where you

should be going and how long it should take. To help you manage your time more effectively, surely it makes sense to have a good idea of

what you should be doing and how long it should be taking? This course is designed to enable you to understand the importance of setting

goals in time management.


Duration: 1 hour

The Recruitment Process: An Overview

Effective recruitment means having the right person in the right place at the right time. It sounds easy doesn't it? But recruiting the right person

takes effort and, in the long run, is crucial to organisational performance. This is because good employees get the job done, require light-touch

management and are committed to the success of the organisation. Poor recruitment can cause untold problems and serious inefficiencies,

thanks to the vast amount of management time spent in problem solving, retraining and disciplinary activity. Recruitment skills, therefore, are

critical - not just for HR teams but also for line managers who are increasingly involved in the selection process. This course introduces the

Recruitment and Selection series with an overview of the recruitment process.


Duration: 1 hour

The Role of the Coach

For an organisation to operate successfully, it is essential that its employees, particularly those in key positions, are able to ‘think outside the box’,

make decisions and operate independently. Effective coaching encourages those being coached to adopt a mind-set towards their own

development that fosters these qualities and positive behaviors. A ‘coaching culture’, therefore, creates a workforce that is well able to support

the demanding needs of a modern, constantly changing and non-bureaucratic organisation. We’ll also look at how delegation fits in as part

of the personal development process, and look at its link with coaching.


Duration: 1 hour

Understanding and Handling Meeting Behaviors

The success of a meeting depends to a large extent on the attitude and behavior of the people attending it. Meetings in which the participants

display a positive, supportive and constructive approach are far more likely to achieve their objectives than those whose participants are

negative and unhelpful. Equally, meetings can become difficult if one or more of those attending simply displays unhelpful personality traits

such as dominancy, talkativeness or severe introversion. It is important, therefore, for anyone running a meeting to quickly identify attitudes,

behaviors or personality traits that are likely to act as a bar to its success, and then to take appropriate action designed to remove or reduce

their impact on the meeting. The course will enable the learner to make such identifications and take any appropriate remedial steps.


Duration: 1 hour

Unproductive Questions

Do you sometimes confuse people with the questions you ask, and end up getting a rather confused or inaccurate answer? Do you sometimes

make people feel uncomfortable about answering your questions? If this is the case, then you are probably asking unproductive questions. This

course will help you avoid the types of question that are not helpful to your personal verbal communications. It will also help you recognize and

deal with such questions when asked by others.


Duration: 1 hour

Using Body Language in the Workplace

Having completed this course, the learner will be able to assess the degree to which he or she is currently able to use body language to improve

their performance in interviews, meetings and presentations. The structure and methodology of this course is different to that of others in the

series. The course is intended as both a guide to using body language in the workplace, and a self-assessment to see how well the learner has

absorbed the learning contained in the two other courses, T4BCOS01, ‘A Background to Body Language’, and T4BCOS02, ‘Silent Speech –

Understanding Body Language’. This means that the learner will have a clear idea of the degree to which they are currently able to interpret

and use body language. This assessment course will enable the learner’s manager to evaluate the degree to which effective practical

application of body language skills is likely to take place.





Duration: 1 hour

Using Open and Closed Questions

Have you ever felt that when you ask a question you never seem to get the answer you were looking for? Well, it’s quite possible that you

weren’t asking the right type of question. In this course, we are going to look at open and closed questions. Knowing how to ask open questions

is absolutely vital, as they are the keys that unlock the information treasure chest! Many people believe that closed questions have no place in

the communication skills set; this, however, is incorrect, as closed questions do have an important function. They are generally used when the

questioner requires a commitment - either positive or negative - from the other person. This course will help you select the right type of question

for the situation you need to resolve.


Duration: 1 hour

Using Probing Questions

If you have taken the other courses in the questioning series, you will know that knowledge is power, and using the right kind of questions can

help you gain that knowledge. But what happens when the questions you are asking just doesn't get you the depth of information you are

looking for? Well, maybe you should try using ‘probing questions’. Sometimes it’s as simple as asking your respondent for an example, to help

you understand a statement they have made. At other times, you might need additional information for clarification. This course will help you

use probing questions to gain more information.


Duration: 1 hour

Why are Questions Important?

Do you often wonder what is going on around you? Does it seem like everyone else knows what’s going on except you? In business, as in many

other walks of life, knowledge is power. In other words, if you know about something, you are able to influence it, change it or take other

appropriate action. If you don’t know about it, you can’t have any input to its results or outcomes. Always remember that effective people

value knowledge as a means of enabling him or her to perform their job better, get the results they want and stay ahead of the game. One

way to gain knowledge is to ask effective questions. This course will give you the necessary skills to ask the right questions to gain the information

you need.


Duration: 1 hour

MENTOR VIDEOS

Wouldn’t it be great to have a wealth of just-in-time business wisdom in the palm of your hand?

Our Mentor4Managers video series provides a wealth of wisdom across a wide range of workplace and soft skills. These short, engaging videos

bring just-in-time learning to life through real life anecdotes, experiences and personal insights delivered in less than 15 minutes per video.

Platform independent M4M videos will play on all popular devices including iPhone, iPad, Android, PC and Mac - so managers at all levels can

tap into instant help and advice at the touch of a button, 24/7.

The table below lists the course title and course code of each video:

Course Title Course Code

➢ Becoming the Boss M4MV002

➢ Creating Accountability in Teams M4MV003

➢ Dealing with Poor Performance M4MV004

➢ Dealing with Racial Harassment M4MV40

➢ Different Strokes for Different Folks M4MV005

➢ Do I Delegate Effectively M4MV006

➢ Encouraging Creativity in Teams M4MV007

➢ Fear of Making Mistakes M4MV008

➢ Getting Heard at Meetings M4MV009

➢ Getting the Results You Want Out of Meetings M4MV010

➢ How Do I Ask Open Questions? M4MV011

➢ How Do I Become a Better Listener? M4MV012

➢ How Do I Become More Talkative at Meetings? M4MV013

➢ How Do I Build Trust? M4MV014




Course Title Course Code

➢ How Do I Close the Conversation? M4MV015

➢ How Do I Create a Meeting Agenda? M4MV016

➢ How Do I Deal with Difficult People? M4MV017

➢ How Do I Deal with Interruptions? M4MV018

➢ How Do I Deal with Mobile Phone Use at Work? M4MV019

➢ How Do I Decide to Whom I Should Delegate M4MV020

➢ How Do I Decide What Tasks to Delegate M4MV021

➢ How Do I Describe To Do List Tasks So They Work for Me? M4MV022

➢ How Do I Explain the Consequences of Bad Behavior? M4MV023

➢ How Do I Get My Team on My Side? M4MV024

➢ How Do I Give a Verbal Warning? M4MV025

➢ How Do I Highlight the Impact of Poor Behavior? M4MV026

➢ How Do I identify Good and Bad Conflict in My Team? M4MV027

➢ How Do I manage My E-Mail In-Box? M4MV028

➢ How Do I Manage My Email? M4MV029

➢ How Do I Maximize the Chances of Achieving Team Goals M4MV030

➢ How Do I Motivate My Whole Team M4MV031

➢ How Do I Network Successfully M4MV032

➢ How Do I Present a Problem to My Boss? M4MV033

➢ How Do I Prevent Conflict in My Team? M4MV034

➢ How Do I Schedule Meetings Effectively? M4MV035

➢ How Do I Specify the Changes in Behavior? M4MV036

➢ How Do I Specify the Problem? M4MV037

➢ How Do I Start the Conversation? M4MV038

➢ How Do I Use Flexibility When Managing Young People? M4MV039

➢ How Do I Use Questions to Control Situations? M4MV040

➢ How Do I Write Objectives? M4MV041

➢ How to Control a Meeting by Being Assertive M4MV042

➢ How to Control a Meeting by Setting Ground Rules M4MV043

➢ How to Deal with Being Ignored? M4MV044

➢ How to Get Noticed? M4MV045

➢ Learn to Let Go M4MV046

➢ Making Your To Do List Work For You M4MV047

➢ Managing Friends M4MV048

➢ Managing Young People - What's Different? M4MV049

➢ Office Politics - How to Play Them M4MV050

➢ One of the Girls - A Good Idea? M4MV051

➢ Play Chess Not Draughts (Checkers) M4MV052

➢ Prioritising Projects M4MV053

➢ Resolving Conflict in Teams M4MV054

➢ Running Effective Meetings M4MV055

➢ Should I Worry About Conflict in my Team? M4MV056

➢ Some People Are Too Good to Lose M4MV057

➢ Success Breeds Success M4MV058

➢ Tell us About Yourself M4MV059

➢ The Bullied Manager M4MV060

➢ The Importance of Humor M4MV061

➢ What Can You Bring to This Job? M4MV062

➢ What is a Job Interview? M4MV063

➢ What Should You Take to a Job Interview? M4MV064

➢ When Do I Use My Authority to Resolve Conflict? M4MV065

➢ Why Bother with Objectives M4MV066

➢ Why People Become Difficult and What to do About It M4MV067




PROJECT MANAGEMENT

Agile Project Management (AgilePM)

The Agile Project Management (AgilePM) Foundation certification aims to address the needs of those working in

a project-focused environment who want to be agile.

Agile projects are characterised by highly self-empowered teams delivering products incrementally with a focus on early delivery of real benefits

to the business. Unlike more traditional approaches, Agile projects fix time, cost and quality at the early phases of the project and manage

contingency by developing a clear view of priorities in collaboration with the business.

Based on the proven fundamentals within DSDM Atern, the AgilePM certification lives up to its name by providing users of the method with the

core principles needed to facilitate a successful project, whilst allowing a degree of scope and agility that not many other methodologies

provide.

This course has been fully accredited and will prepare you for the formal examination. Additional information on this course can be found at


Course Code: PMAPMF


Certified Associate in Project Management

Regardless of your career stage, the Certified Associate in Project Management (CAPM)® is an asset that will

distinguish you in the job market and enhance your credibility and effectiveness working on — or with — project

teams.

Organizations with standardized practices attain better results, as shown in the 2015 Pulse of the Profession® report

by PMI. Because the CAPM® recognizes your knowledge of the profession’s preeminent global standard, you’ll stand

out to employers and be poised to move ahead.

Project management is a rapidly growing profession. Through 2020, 1.57 million new jobs will be created each year and qualified practitioners

are in demand. With the CAPM, you’ll be on the fast track to opportunity.

The CAPM course is based on the Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK® Guide) –

Fifth Edition, Project Management Institute, Inc., 2013. Students view and review sessions, complete a range of interactive exercises in each

session and test themselves with a range of multiple choice format questions. These questions are based on typical questions in the CAPM

examination.

Course Code: PMCAPM

Duration: 23 Hours

Management of Portfolios (MoP®)

The Management of Portfolios (MoP®) guidance provides advice and examples of how to apply principles,

practices and techniques which help to optimise an organisations investment in change alongside its

business as usual (BAU) work.

The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and

understanding to work as an informed member of a portfolio office or in a range of portfolio management roles. Investment is the key word

because portfolio management is about investing in the right change initiatives and implementing them correctly. MoP achieves this by ensuring

that:

➢ The programmes and projects undertaken are prioritised in terms of their contribution to the organisations strategic objectives and overall

level of risk Programmes and projects are managed consistently to ensure efficient and effective delivery

➢ Benefits realisation is maximised to provide the greatest return (in terms of strategic contribution and efficiency savings) from the investment

made

The accredited MoP® Foundation digital course covers all of the foundation qualification syllabus topics of the MoP® guidance. The course is

equivalent to a three day in-class workshop.



Course Code: PMMOPF





Management of Value (MoV®)

Management of Value (MoV®) provides a set of principles, processes and techniques to enable

organizations and individuals to maximize the benefits from portfolios, programmes and projects. MoV®

supplements the main purposes of PRINCE2®, MSP® and M_o_R®, but its focus is on maximizing value. The

MoV® Foundation digital course covers all aspects of the MoV® guidance using voice-over, animation and

activities.

MoV® provides essential guidance on the most efficient use of resources to maximize the benefits from

portfolios, programmes and projects. MoV combines a set of principles, processes and techniques.

MoV proposes a definition of value that embraces both monetary and non-monetary benefits, and argues that the subjectivity of value

increases the need for it to be actively managed. It provides a method, supported by techniques, for allocating scarce funds as effectively as

possible. MoV® has evolved from the practice of value management across many sectors, over many years. The guidance describes methods

that are as relevant as ever, although their use is often overlooked or misapplied.

The guidance is intended to help organizations and individuals use a successful, proven methodology to supplement their current management

practices, so that they can increase the value they deliver and make better use of resources.

It is structured around four integrated concepts:

➢ Principles: Factors that underpin MoV®. The principles are based on tried-and-tested practices over the past fifty years and successful value

management is unlikely to be achieved if these are not applied. However, they are not prescriptive and organizations need to develop

their own polices and processes to meet their specific requirements

➢ Processes and Techniques: The methods and tools used in MoV® application. The set of processes define the structure of the approach

and use of specialist techniques to provide a practical approach to understanding value

➢ Approach: How to apply MoV® to portfolios, programmes and projects

➢ Environment: Responding to external and internal influences


The main body of the course consists of eleven sessions which covers MoV®:

➢ Principles

➢ Processes

➢ Techniques

➢ Approach & Implementation

➢ Environment

➢ Embedding MoV®

➢ Guidance Appendices



Course Code: PMMOVF


Managing Successful Programmes (MSP®) Foundation

Managing Successful Programmes (MSP®) is a methodology that comprises a set of principles and processes

for use when managing a programme. A programme is made up of a specific set of projects identified by

an organisation that together will deliver some defined objective or set of objectives, for the organisation.

The objectives or goals of the programme are typically at a strategic level so that the organisation can

achieve benefits and improvements in its business operation.

Managing Successful Programmes Foundation represents proven Best Practice programme management

and is a framework for successfully delivering large scale transformational change through a dossier of related projects and related activities

to make the change stick.

While not being prescriptive, it is very flexible and designed to be adapted to meet the needs of local circumstances. It provides an adaptable

route to facilitating change and reaches its ultimate objectives by bringing together the key elements of governance themes, together with

transformational flow processes, all underpinned by common sense principles to enable success. Upon successful completion of this course,

the participant can move onto the Practitioner level course.

Benefits:

Upon completion of the course, you will be a more effective member of a programme team, understanding how your role fits into the wider

picture, and how you can help contribute more effectively to the realisation of strategically aligned benefits. By helping to correctly manage

a programme your organisation can reduce the level of risk involved and protect your investment in change. The MSP guidance provides you

with the framework to effectively manage transformational change, ensuring its governance themes and processes are applied appropriately

to suit your organisations circumstances. The MSP Foundation course is fully accredited and prepares you for the Managing Successful

Programmes (MSP®) Foundation examination.


On completion of this course, candidates need to show that they understand the key principles and terminology within the MSP® guidance.

Specifically, successful candidates should be able to:

➢ Distinguish between projects and programmes

➢ Identify the MSP® defined types of programme and their characteristics




➢ Explain the benefits of applying the MSP® guidance to the management of a programme of transformational change

➢ Explain the purpose and areas of focus of the defined roles

➢ Explain the purpose of the seven MSP® principles, the nine governance themes and the six transformational flow processes

➢ Explain the purpose of MSP® programme information



Course Code: PMMSPF


Managing Successful Programmes (MSP®) Practitioner

The Managing Successful Programmes Practitioner course contains all of the training and materials you

need to attain the Practitioner qualification in MSP® without attending a classroom! The course combines

interactive multimedia training, practical exercises, mock exam simulators and paper based exercises. This

course will provide you with the knowledge and understanding of the scope, content and structure of the

MSP® method required to fully prepare you for the MSP® Practitioner examination.

Benefits:

Upon completion of the course, you will be a more effective member of a programme team, understanding how your role fits into the wider

picture, and how you can help contribute more effectively to the realisation of strategically aligned benefits.

By helping to correctly manage a programme your organisation can reduce the level of risk involved and protect your investment in change.

The MSP® guidance provides you with the framework to effectively manage transformational change, ensuring its governance themes and

processes are applied appropriately to suit your organisations circumstances.

The MSP® Practitioner course is fully accredited and prepares you for the Managing Successful Programmes (MSP®) Practitioner examination.


Stream 1:

➢ Introduction to MSP®

➢ MSP® process model walk-through

➢ Governance & principles

➢ MSP® programme scenario

➢ Programme organization simulation

➢ Business case simulation

➢ Risk management simulation

➢ Benefits mapping simulation

➢ Creating a blueprint simulation

➢ Quality management simulation

➢ Planning and control simulation

➢ Exercises

Stream 2:

➢ Exam technique

➢ Marking Up the MSP® Manual

➢ Practitioner Exam Simulator

➢ Practice Exam Papers



Course Code: PMMSPP


PRINCE2® Foundation

PRINCE2® (an acronym for Projects IN Controlled Environments) is a de facto process-based method for

effective project management. Accredited by the British Government, PRINCE2® is widely recognised and

used in the private and public sector, globally. The PRINCE2® method is in the public domain, and offers non-

proprietorial best practice guidance on project management.

Key Features of PRINCE2®:

➢ Focus on business justification

➢ Defined organization structure for the project management team

➢ Product-based planning approach

➢ Emphasis on dividing the project into manageable and controllable stages

➢ Flexibility that can be applied at a level appropriate to the project

PRINCE2® Foundation is aimed at project managers, aspiring project managers and staff interacting with projects. It is also relevant to other key

staff involved in the design, development and delivery of projects, including: Project Board members (e.g. Senior Responsible Owners), Team




Managers (e.g. Product Delivery Managers), Project Assurance (e.g. Business Change Analysts), Project Support (e.g. Project and Programme

Office personnel) and operational line managers/staff.

The purpose of the Foundation qualification is to confirm that a candidate has sufficient knowledge and understanding of the PRINCE2® method

to be able to work effectively with, or as a member of, a project management team working within an environment supporting PRINCE2®. The

Foundation qualification is also a pre-requisite for the follow-on Practitioner qualification.

By passing the Foundation exam, candidates should understand the structure and key terminology of the method. Specifically, the candidate

should understand:

➢ The characteristics and context of a project and the benefits of adopting PRINCE2®

➢ The purpose of the PRINCE2® roles, management products and themes

➢ The PRINCE2® principles

➢ The purpose, objectives and context of the PRINCE2® processes


➢ Course Introduction

➢ PRINCE2® Overview & Principles

➢ PRINCE2® Processes

➢ PRINCE2® Themes Part 1

➢ PRINCE2® Themes Part 2

➢ Case Study

➢ PRINCE2® Exam Technique



Course Code: PMP2F


PRINCE2® Practitioner

PRINCE2® (an acronym for Projects IN Controlled Environments) is a de facto process-based method for

effective project management. Accredited by the British Government, PRINCE2® is widely recognised and used

in the private and public sector, globally. The PRINCE2® method is in the public domain, and offers non-

proprietorial best practice guidance on project management.

PRINCE2® Practitioner is aimed at project managers, aspiring project managers, general managers,

programme managers, team managers and support staff and project management consultants. It is also

relevant to other key staff involved in the design, development and delivery of projects, including: Project Board members (e.g. Senior

Responsible Owners), Team Managers (e.g. Product Delivery Managers), Project Assurance (e.g. Business Change Analysts), Project Support

(e.g. Project and Programme Office personnel) and operational line managers/staff.

The purpose of the Practitioner qualification is to confirm that a candidate has sufficient knowledge and understanding of the PRINCE2® method

to be able to work effectively with, or as a member of, a project management team working within an environment supporting PRINCE2®. The

Foundation qualification is also a pre-requisite for the PRINCE2® Practitioner qualification.

On completion of this course candidates should be able to apply and understand how to tailor PRINCE2® effectively to a project within an

organization environment supporting PRINCE2®.

Specifically, candidates should:

➢ Understand the relationships between the roles, management products, principles, themes, techniques and processes

➢ Be able to apply the principles, themes and processes to a project

➢ Be able to create and assess management products


➢ PRINCE2® Foundation Refresher

➢ PRINCE2® Practitioner

➢ Introduction into PRINCE2® Practitioner

➢ PRINCE2® Process Model Walkthrough

➢ Marking up the PRINCE2® Manual

➢ Practical Practitioner Exercises

➢ Practitioner Exam Technique

➢ Exam Simulator

➢ PRINCE2® Project Simulations

➢ PRINCE2® Project Scenarios

➢ Business Case Simulation

➢ Organisation Simulation

➢ Quality Simulation

➢ Product Breakdown Structure Simulation

➢ Management of Risk Simulation






Course Code: PMP2P


Programme and Project Sponsorship

The professional Programme and Project Sponsorship (PPS) certification has been developed specifically

for Senior Responsible Owners (SROs) and Sponsors or Executives of programmes and projects. It is based

on Best Management Practice guidance such as PRINCE2® and MSP® and combines leadership ability

with PPM skills.

The implementation of new strategies and initiatives will typically be delivered by targeted programmes

and/or projects. Such programmes and projects require a leader and champion to Sponsor and take accountability for successful delivery.

This programme has been developed to provide a clear understanding of what is required in the key role of Programme or Project Sponsor. It

addresses the key questions not only of What should I be doing? but also What is an appropriate level of my involvement? and What should

others be doing for me?

Benefits:

➢ Demonstrate an understanding of the tools and leadership skills required to successfully lead projects and programmes to completion

➢ Obtain certified evidence of commitment to continual professional development and the role of PPM sponsor

➢ Focus on key processes and documentation to ensure a sound basis for the business requirement

➢ Plan appropriate communications and provide clear direction to teams involved, influence senior stakeholders who are needed to support

the objectives and ensure effective engagement through projects and programmes

➢ Establish a vision and strategy and make sure plans are in place to implement these, Identify and secure the necessary expertise needed

to deliver projects and programmes

➢ Provide visionary leadership to champion projects and programmes and build a learning culture in order to improve the skills of your staff

➢ Anticipate reactions to change and offer an appropriate response, while effectively embedding project and programme outputs into

business-as-usual

➢ Demonstrate to clients an on-going commitment to excellence in the delivery of projects and programmes


➢ Module 1: The Role of the Sponsor. What should we do? Why are we doing it? What do I need? What will stop me?

➢ Module 2: Working with People, Who and How? Identifying and overcoming resistance, Communication and rapport Building the right

team

➢ Module 3: Identifying & Establishing a Programme /Project, The Environment, What is the Target? How can I be sure we can deliver?

➢ Module 4: The Delivery Journey, Staying in control is it good practice or not? Am I being told all I should?



Course Code: PMPPS


Project Fundamentals Qualification

The Association of Project Management (APM) have developed an Introductory qualification in Project Management

called The APM Project Fundamentals Qualification which is based on the APM Body of Knowledge. It is a qualification

designed to provide anyone with a better understanding of this exciting and challenging discipline (formerly known as

APM Introductory Certificate).

Accredited by the Association for Project Management (APM), this course will lead to an internationally recognised

qualification. The Fundamentals qualification provides the foundation for further training and qualifications in the

expanding project management field.

This course was previously known as APMIC but has been renamed by The Association of Project Management to The

APM Project Fundamentals Qualification.

The course is equivalent to a two-day classroom workshop and combines multiple voice, animation and interactive exercises, providing training

at a time, pace and location to suit individual requirements.

At the end of the course you will be able to:

➢ Apply the fundamental principles of project management including:

➢ Be conversant with the words and language associated with project management

➢ Understand how project management can enhance your effectiveness in your organisation

➢ Confidently sit the APM Foundation Project Fundamentals Qualification (PFQ) examination.

Our products have now been aligned to The APM Body of Knowledge 6th Edition.


➢ Basic Concepts

➢ The Project Management Centre

➢ Organising a Project

➢ Planning a Project

➢ Networks




➢ Estimating

➢ Managing Resources

➢ Controlling a Project

➢ Managing Scope

➢ Managing Communications

➢ Managing Risk

➢ Managing Quality

➢ Quality Management

➢ Managing Procurement

➢ Managing People

➢ Closing Down a Project

➢ Exam Technique

➢ Mock Exam Simulator



Course Code: PMPFQ

Duration: Approximately 10 to 12 Hours

Project Management Professional (PMP®)

The Project Management Professional (PMP®) credential is one of most important industry-recognized

certification for project managers. Globally recognized and demanded, the PMP® demonstrates that you

have the experience, education and competency to lead and direct projects. This digital course is based

on the PMBOK Guide. Students view and review e-learning sessions, complete a range of interactive

exercises in each session and test themselves with a range of multiple choice format questions. These

questions are based on typical questions in the PMP® examination.

The course is highly interactive and engaging, containing animation and narration throughout. Built using

a proven development approach, the course breaks down the Project Management Institute, A Guide to the Project Management Body of

Knowledge, (PMBOK Guide) Fifth Edition into easily digested sessions, which align with each of the PMBOK Guide knowledge areas.

Each session contains lots of real life examples helping learners to apply the theory. The course includes a wealth of interaction including,

exercises and puzzles to help develop practical application and assist with knowledge retention. Learners are introduced to virtual classmates;

a group of animated characters who help explore some of the PMBOK Guide more complex concepts. Each session also includes numerous

multiple-choice questions to test the users understanding.

This is not simply an exam crammer, but provides a comprehensive insight into the world of projects and project management. After completing

this course, learners will have a much greater understanding and will be well prepared to sit the PMP examination however it is important to

remember especially with PMP® that the training course alone will not be enough to get you through the exam. You are expected to have a

certain level of knowledge and experience which is reflected in the exam pre-requisites.

The course consists of 27 separate sessions, totalling some 400 plus pages of content. The actual study time is approximately 35 hours - 40 hours.


Session 1

➢ 1A Course introduction

➢ 1B Projects and project management

➢ 1C Program management

➢ 1D Portfolio management

➢ 1E Project management office

Session 2

➢ 2A Project life cycles

➢ 2B Project stakeholders and governance

➢ 2C Organizational Governance

Session 3

➢ 3A Project management processes

Session 4

➢ 4A Project integration management

Session 5

➢ 5A Scope and requirements management

➢ 5B Scope management

Session 6

➢ 6A Time management

➢ 6B Estimating

Session 7

➢ 7A Plan cost management

➢ 7B Control costs

Session 8

➢ 8A Project quality management

Session 9

➢ 9A Project human resource management

➢ 9B Teamwork




➢ 9C Leadership

➢ 9D Conflict management

➢ 9E Human resource management summary

Session 10

➢ 10A Plan communications management

➢ 10B Information management and reporting

Session 11

➢ 11A Project risk management

Session 12

➢ 12A Project procurement management

Session 13

➢ 13A Project stakeholder management

Session 14

➢ Course quiz

Session 15

➢ Exam simulator



Course Code: PMPMP

Duration: Approximately 35 to 40 Hours

Portfolio, Programmes & Project Offices (P3O®)

A P3O® model provides the structure, governance, functions and services required for defining a

balanced portfolio of change and ensuring consistent delivery of programmes and projects across an

organization or department. It could successfully take many forms, all of which are explored within the

P3O® guidance from a single all-encompassing physical office to a complex model made up of a

permanent Portfolio Office supported by permanent hubs and temporary Programme/Project Offices.

P3O® is aligned to PRINCE2®, MSP®, and M_o_R® and brings together a set of principles, processes and

techniques to help deliver projects or programmes within an organization or department. The P3O® guidance brings together in one place a

set of principles, processes and techniques to facilitate effective portfolio, programme and project management through enablement,

challenge and support structures. The purpose of the Portfolio, Programme and Project Offices (P3O®) guidance is to provide universally

applicable guidance that will enable individuals and organizations to successfully establish, develop and maintain appropriate business support

structures.

The main body of the course consists of seven lessons which cover the principles, techniques and structure for implementing a Portfolio,

Programme and Project Office including a Center of Excellence through to the business case and planning for implementation.

Benefits:

➢ Informed senior management decision making on strategic alignment, prioritization, risk management and optimization of resource to

successfully deliver your business objectives (portfolio management)

➢ Identification and realization of business outcomes and benefits via programmes

➢ Successful delivery of project outputs that enable benefits realization, within time, cost and quality restraints


On completion of this course candidates should understand the key principles and terminology within the P3O guidance. Specifically, the

candidate should understand the:

➢ High-level P3O® model and its component offices

➢ Differences between Portfolio, Programme and Project Management

➢ Key functions and services of a P3O®

➢ Reasons for establishing a P3O® model

➢ Differences between types of P3O model and the factors that influence selection of the most appropriate model

➢ Processes to implement or re-energize a P3O®

➢ Tools and techniques used by a P3O®

➢ Purpose and major responsibilities of the defined roles



Course Code: PMP3OF

Duration: Approximately 12Hours




RISK MANAGEMENT

Management of Risk (M_o_R®)

Management of Risk (M_o_R) is a route map for risk management. It brings together principles, an approach,

a set of interrelated processes and pointers to more detailed sources of advice on risk management

techniques and specialisms. It provides advice on how the principles, approach, and processes should be

embedded, reviewed and applied differently depending on the nature of the objectives at risk. M_o_R is

informed and aligned with the international standard ISO 31000:2009. The M_o_R Foundation digital course

covers all aspects of the M_o_R guidance using voice-over, animation and activities.

The main body of the course consists of ten sessions which covers the:

➢ Principle

➢ Approacha

➢ Embedding & Reviewing

➢ Perspectives of the Management of Risk Guidance

The course also looks at Risk Health Checks, the Management of Risk Maturity Model and Risk Management Specialty.


The successful completion of the M_o_R course will lead to improved understanding of:

➢ Better management of unplanned threats and opportunities

➢ Improved service delivery

➢ Greater competitive advantage

➢ Protection of organizational value and benefits Improved communication within the organization

➢ Closer internal focus on doing the right things properly

➢ More efficient use of resources

➢ Reduced waste and fraud, and better value for money

➢ Provides a disciplined environment for productive decision making

➢ Better management of contingent and maintenance activities

➢ A means to monitor and react to early warning indicators as a way to protect organizational objectives.

On completion of this course candidates should understand the structure, basic concepts and terminology within the M_o_R Guide. Specifically,

candidates should for any organizational perspective:

➢ Know the facts, terms, concepts and relationships between the four elements of the M_o_R framework (principles, approach, processes

and embedding and reviewing)

➢ Understand how the M_o_R principles, approach, and processes are used

➢ Be able to identify the M_o_R framework documents and understand their uses and differences.



Course Code: PMMORF


SALES

Customer Needs and Desires

Customers have different needs and varying levels of ability to express their needs. In this course, you'll learn how to apply a tailored approach

to better meet the specific needs and desires of your customers by learning about categorizing customer needs, six sigma, and root cause

analysis.

Course Code: SAL700

Duration: 2 hours

Market Segmentation and Target Marketing

Marketing segmentation and target marketing are two key components of a sales strategy. To successfully sell products, you need to know

what group of people or geographical area you’re targeting. In this course, you’ll learn about market segmentation, target marketing, and the

importance of applying both in sales strategy development.

Course Code: SAL703

Duration: 1 hour

Marketing and Sales Objectives

Why are you selling what you’re selling? What are your goals? In this course, you’ll learn more about the importance of setting marketing and

sales objectives so that you know where you're trying to get to and know when you’re there.




Course Code: SAL705

Duration: 1 hour

Profit Margins and Sales Targets

Knowing profit margins will help companies predict your sales success in different economic environments. Setting sales targets, or goals, is a

useful performance measurement for agents in a sales role. In this course, you’ll learn how to calculate profit margins and the importance of

setting and meeting sales targets.

Course Code: SAL706

Duration: 1 hour

Resolving Sales Objections

A natural first response when a person is propositioned to purchase an item or a service is to decline the offer. In a sales role, this objection

should be expected. However, there are strategies that can be implemented to help customers move past their initial objections. In this course,

you'll learn specific techniques and strategies to successfully deal with the sales objection and move towards successfully securing the sale.

Course Code: SAL701

Duration: 2 hours

Selling and Closing Techniques

Once you are comfortable with closing a sale, you can add to your skill set by learning and incorporating the techniques of up-selling and cross-

selling; two advanced sales techniques that you will learn in this course. Also in this course, you'll learn advanced strategies for the close of a

sale.

Course Code: SAL702

Duration: 2 hours

The Sales Verification Process

In this course, you’ll learn about the sales verification process and the common use of the third-party sales verification process in a call or contact

center environment. This includes elements like proper documentation, the importance of sales verification, determining whether a purchase

should be verified, and the advantages of an IVR system.

Course Code: SAL704

Duration: 1 hour

SERVICE MANAGEMENT

Information Technology Infrastructure Library (ITIL)

This accredited multimedia training suits beginners to ITIL Foundation and provides everything required to

pass the ITIL Foundation exam. The course takes approximately 10 study hours - then you're ready to book

your exam.

You will gain knowledge of the internationally recognised Best Practice terminology, structure, basic

concepts and the core principles of ITIL practices for Service Management to fully prepare you for the ITIL

Foundation examination.


➢ Overview of ITIL & Service Management

➢ Service Strategy

➢ Service Design

➢ Service Transition

➢ Service Operation

➢ Continual Service Improvement

➢ Technology & Architecture

➢ ITIL qualification scheme & exam technique

➢ Mock Exam simulator



Course Code: PMITILF





Microsoft Office Specialist 2013

This Microsoft Office Specialist 2013 training program is offered for anyone wanting an in-depth training program which includes courses Microsoft

Office 2013 versions of Access, Excel, Outlook, PowerPoint and Word. Upon completion, the participant will be eligible to write the respective

Microsoft Office Specialist exams.

The section headings of this course are:

➢ Access 2013

➢ Excel 2013

➢ Outlook 2013

➢ PowerPoint 2013

➢ Word 2013



Course Code: T4BMOS2O13

Microsoft Office Specialist 2016

This Microsoft Office Specialist 2016 training program is offered for anyone wanting an in-depth training program which includes courses Microsoft

Office 2016 versions of Access, Excel, Outlook, PowerPoint and Word. Upon completion, the participant will be eligible to write the respective

Microsoft Office Specialist exams.

The section headings of this course are:

➢ Access 2016

➢ Excel 2016

➢ Outlook 2016

➢ PowerPoint 2016

➢ Word 2016



Course Code: T4BMOS2O16

Software Testing - Foundation

A fully interactive multimedia based course designed for Companies and Individuals wishing to achieve Foundation

level certification in the BCS/ISTQB Foundation qualification

This Foundation level qualification is also appropriate for anyone who wants a basic understanding of software testing,

such as project managers, quality managers, software development managers, business analysts, IT directors and

management consultants. Holders of the Foundation Certificate will be able to go on to a higher-level software testing

qualification.

Benefits:

➢ The course uses interaction, animation and voice to take the student through the syllabus, and prepare for the Foundation exam. Students

can stop, review and test themselves on their knowledge at any stage. Acronyms and abbreviations become easier to understand and

the online delivery offers cost effective on demand training for any level of student at any time

➢ The course includes an interactive multimedia BCS Foundation exam simulator, exclusive to our customers which is invaluable in preparing

for the exam

➢ Full tutor support (via email) is available to all digital learning participants for the duration of their study


This course consists of four complementary modules:

➢ Module 1 - Introduction Module

➢ Module 2 - Fundamentals of Testing

➢ Module 3 - Testing through the lifecycle

➢ Module 4 - Static Techniques

➢ Module 5 - Test Design Techniques

➢ Module 6 - Test Management

➢ Module 7 - Tool Support for Testing

➢ Module 8 - Mock Exam Simulator



Course Code: PMSTF





Software Testing - Intermediate

The certificate is the next level of competency in software testing after the Beginner level and covers everything required

by the BCS syllabus, with the emphasis on helping delegates to understand, remember and apply knowledge and

applicable skills. Achieving a pass in this certificate provides evidence that the candidate has proven analytical ability,

having gained knowledge and practical skills in the key topics required for practising software testing.

The modules in this Intermediate course deliver an advanced level of knowledge and training to the participant over the

Foundation course.

Benefits:

➢ This certificate provides a valuable route between Software Testing Beginner and Advanced certification levels. The course uses

interaction, animation and voice to take the student through the syllabus, and prepare for the Intermediate exam

➢ Students can stop, review and test themselves on their knowledge at any stage

➢ Acronyms and abbreviations become easier to understand and the Online delivery offers cost effective on demand training for any level

of student at any time

➢ The course includes an interactive multimedia BCS Foundation exam simulator, exclusive to our customers which is invaluable in preparing

for the exam

➢ Full tutor support (via email) is available to all digital learning participants for the duration of their study


➢ Module 1 Introduction Module

➢ Module 2 Fundamentals of Testing

➢ Module 3 Testing through the lifecycle

➢ Module 4 Static Techniques

➢ Module 5 Test Design Techniques

➢ Module 6 Test Management

➢ Module 7 Tool Support for Testing

➢ Module 8 Exam Simulator



Course Code: PMSTI


SOFTWARE (END USER TRAINING)

Microsoft Office Library

Looking for a value priced set of Microsoft Office training courses that will make you or your team more productive? This library of Microsoft

Office courses is offered for anyone wanting to learn Office 365, Microsoft Office 2016, Microsoft Office 2013 and Microsoft Office 2010. Each

version of Microsoft Office is presented to the student in short (Less than 10 minutes) video-based clips of training covering the basic to advanced

elements of course. Each course has several lessons and is easy to navigate, watch and learn from the experts! In addition to these courses,

there are courses on Windows and Additional Training on topics such as Browsers, Adobe, Microsoft Surface and More!

Course Code: CTMOL Duration: 170 Hours

Includes courses and lessons on the following:

➢ Excel Online

➢ Access 2010

➢ Access 2013

➢ Access 2016

➢ Delve

➢ Excel 2010

➢ Excel 2013

➢ Excel 2013 Pro

➢ Excel 2013 Essentials

➢ Excel 2013 Power User

➢ Excel 2016 Pro

➢ Excel Online

➢ Lync 2013

➢ Office 365 Administration

➢ OneDrive

➢ OneDrive for Business

➢ OneNote 2010

➢ OneNote 2013

➢ OneNote 2016

➢ OneNote Online

➢ Outlook 2010

➢ PowerPoint 2013

➢ PowerPoint 2016

➢ PowerPoint Online

➢ Project 2010

➢ Project 2013

➢ Project 2016

➢ Publisher 2010

➢ Publisher 2013

➢ Publisher 2016

➢ SharePoint 2010 for Users

➢ SharePoint 2013

➢ Skype for Business

➢ Sway

➢ Visio 2010

➢ Visio 2013

➢ Visio 2016

➢ What’s New in Office 2010



➢ Word 2010

➢ Word 2013




➢ Outlook 2013

➢ Outlook 2013 Web App

➢ Outlook 2016

➢ Outlook on the Web

➢ PowerPoint 2010

➢ Word 2016 Essentials

➢ Word 2016 Power Users

➢ Word Online

➢ Yammer

Office 365

Learn how to be more productive with in-depth Microsoft Office 365 training. With 17 distinct courses, teaching you Online and Desktop Apps,

you’ll benefit from improving your skills with Microsoft Office 365.

These to-the-point and engaging video lessons will help you retain more knowledge and lead to faster improvement in your skills. Set your pace

and learn in the manner most effective for you. Choose to watch sections or entire courses for an extended training session or specifically watch

single clips to learn just what you need, when you need it!

Perfect for anyone wanting an in-depth end-user training program or reference resource for a department, help desk or team.

Course Code: CTMO365

Duration: 70 Hours


➢ Excel Online

➢ OneNote Online

➢ Outlook On The Web

➢ PowerPoint Online

➢ Word 2016 Online

➢ Delve

➢ Lync 2013

➢ OneDrive

➢ Skype For Business

➢ Sway

➢ SharePoint Online

➢ Yammer

➢ Office 365 Administration

➢ Outlook Web App 2013

➢ Windows

➢ Additional Training (Adobe, Chrome, Security etc.)

Office 2016

Learn how to be more productive with in-depth Microsoft Office 2016 training. With 12 distinct courses, teaching you what’s new, the Apps, key

features all presented in short clip videos. You’ll benefit from improving your skills with these courses and lessons on Microsoft Office 2016.






Duration: 98 Hours


➢ Access 2016

➢ Excel 2016 Essentials

➢ Excel 2016 Power Users

➢ Excel 2016 Pro

➢ OneNote 2016

➢ Outlook 2016

➢ PowerPoint 2016

➢ Project 2016

➢ Publisher 2016

➢ Visio 2016

➢ Word 2016 Essentials

➢ Word 2016 Power Users

➢ What's New in Office 2016

➢ Windows


Office 2013








Duration: 98 Hours


➢ Access 2013

➢ Excel 2013

➢ Excel 2013 Pro

➢ Project 2013

➢ Publisher 2013

➢ SharePoint 2013




➢ Lync 2013

➢ OneNote 2013

➢ Outlook 2013

➢ Outlook on the Web 2013

➢ PowerPoint 2013

➢ Visio 2013


➢ Word 2013

➢ Windows


Office 2010








Duration: 90 Hours


➢ Access 2010

➢ Excel 2010

➢ OneNote 2010

➢ Outlook 2010

➢ PowerPoint 2010

➢ Project 2010

➢ Publisher 2010

➢ SharePoint 2010 for users

➢ Visio 2010


➢ Word 2010

➢ Windows


LEARNING PROGRAMS

Learning programs are value-priced bundles of courses designed to deliver maximum learning. We can create custom bundles for any customer

based on their learning needs. We are also able to create a customized bundle of courses if you need it. The following lists our programs by title.

Complete program details can be found on our website at www.orionelearning.com:

Business Skills

➢ Appraisals

➢ Coaching and Delegating

➢ Meeting Management

➢ Recruitment

➢ SMARTER Objectives

➢ Time Management Skills

➢ Total Bundle – All Business Skills courses

Contact Center

➢ Environment, Technology & Systems

➢ Total Bundle – All contact center courses

Customer Service

➢ Communication

➢ Total Bundle – All customer service courses

Health & Safety

➢ Environmental Safety

➢ Introduction to Safety

➢ Safe Handling

➢ Workplace Safety

➢ Total Bundle – All workplace safety courses

Help Desk

➢ Total Bundle – All Help Desk courses

Human Resources

➢ Human Resources for Employees

➢ Human Resources for Employers

Leadership

➢ Communication Skills for Managers

➢ Introduction to Human Resources





➢ Introduction to Management

➢ Introduction to Organizational Leadership

➢ Introduction to People Management

➢ Talent Management

➢ Total Bundle – All Leadership courses

Management Skills

➢ Body Language

➢ Listening Skills

➢ Negotiation

➢ Presentation Skills

➢ Questioning Skills

➢ Time Management Skills

➢ Total Bundle – All Management Skills courses

Mentor Videos

➢ Total Bundle – All Mentor Videos

Sales

➢ Total Bundle – All Sales courses

Software

➢ Microsoft Office Specialist 2016



➢ Microsoft Office Library (Office 365, 2016, 2013)

➢ Office 365

➢ Microsoft Office 2016






ABOUT ORION LEARNING

Orion Learning prides itself as one of the leaders in the training and development industry. We offer a collaborator learning and development

solution which includes our learning management system (LMS), content marketplace and transformation services.

Our LMS solution offers our customers a best-in-class collaborative learning system which offers our customers a wide range of functionality to

allow them to deliver learning anywhere, anytime.

CANADA JOB GRANT

Do you have training budget issues? Worried about the cost of delivering training? If you are a Canadian employer and need money for

training, call us to discuss the Canada Job Grant program. This federally funded training expense reimbursement program can increase your

training budget by 66.7% or more! Orion Learning is an eligible training provider and all of our courses and programs are eligible for skills

upgrading and/or skills retraining. Call Us Today! 1-855-686-2002 Ext. 100 or send an email to [email protected].

CONTACT ORION

Web: www.orionelearning.com

Email: [email protected]

Phone: 1-855-686-2002 Ext. 100




