Preparing for the Future Training from CBT Direct

Preparing for the Future Curriculum Outline

Preparing as the Interviewee

Overview/Description
Interviewing isnt what it used to be. Todays interviewers are continually asking interviewees for detailed examples of past performance. Organizations have found that employees tend to do at least as well on new jobs as they did on their old ones. So the information and examples you provide to potential employers will often seal your fate. Its critical that you prepare yourself for behavioral interviewing. In this course, youll learn how to locate opportunities and build a behavioral-based resume. Youll also discover how to provide behavioral-based information during the pre-interview phone screening. Additionally, youll be aware of the specific behavior that enhances the actual interview.

Target Audience
This course is targeted at managers, team leaders, supervisors, human resources directors, organizational development directors as well as employees.

Expected Duration
2.5 hours

Lesson Objectives:

Redefining Job Opportunities

Recognize the importance of defining job qualifications in behavioral terms rather than in terms of job titles and responsibilities.

In a given scenario, apply the principles for providing a complete answer to behavioral-based interview questions.

Anticipate behavioral-based interview questions based on specific job descriptions.

Apply the principles of creating a behavioral-based skills summary given a brief job history.

Building the Behavioral-based Resume

Recognize benefits of preparing a behavioral-based resume.

Select rules to follow when writing a behavioral-based resume.

In a given scenario, apply the principles of preparing job history descriptions for a behavioral-based resume.

Given a specific scenario, recommend the best method to organize a resume.

Interviewing the Interviewers

Recognize benefits of gathering information about a potential employer during pre-interview conversations.

Apply pre-interview steps to open the lines of communication in a given scenario.

Use the best response to interest indicators in a pre-interview conversation.

Choose telephone tips that help land a face-to-face interview.

Behavior that Enhances Interviewing

Recognize the importance of using specific behaviors to make a positive impression during the interview.

Identify ways of dressing that give an applicant an advantage in an interview.

Choose body language that enhances an interview.

Differentiate between dos and donts for making a positive first impression.

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Workplace Communication Skills

Overview/Description
Poor communication is often blamed for discord, errors, and misunderstandings in the workplace. In fact, and more correctly, poor communication of intent causes these problems. They occur when people are unwilling to say exactly what they mean, or what they want. They also occur when there is a reluctance or an inability to get clarification of another persons intent. These situations can be avoided by using certain communication techniques to establish intent, both other peoples intent, and your own. This course covers the three prime strategies that will enable you to do this.
By speaking assertively, you can make your intentions clear, and in this course you will have the opportunity to practice several assertive communication techniques. Similarly, the course will demonstrate how to give constructive criticism on the behavior of others, and how to receive criticism on your own behavior positively.
Finally, the course covers the skill of questioning. You will learn how to use questions in a non-threatening way to direct or encourage a conversation, to uncover hidden feelings or motives, and to persuade. Effective questioning is one of the most valuable communication skills of all.

Target Audience

Those people in roles which depend on the ability to influence colleagues, senior managers, or clients. Also, anyone who has responsibility for managing, supervising, or leading staff.

Expected Duration

3.0 hours

Objectives :

Lesson Overview

Identify the benefits of using assertive communication in the workplace.

The Principles of Assertiveness

Determine which communication mode or modes are being used, based on examples of verbal and nonverbal behavior.

An Assertive Response

Use the most appropriate assertive response or responses within a given scenario.

Match the four assertive response types to their applicable situations.

Assertive Interpersonal Negotiation

Use the most appropriate assertive communication technique to negotiate a preferred outcome in a given scenario.

Classify instances of assertive interpersonal negotiation, based on the technique demonstrated.

Lesson Overview

Identify the benefits of being able to give and receive criticism positively.

Constructive Criticism or Personal Attack?

Classify examples of criticism, constructive criticism, feedback and personal attack.

Giving Constructive Criticism

Give acceptable constructive criticism to a co-worker, within a given situation.

Recognize the five essential criteria for giving acceptable constructive criticism.

Receiving Criticism Positively

Use the appropriate techniques to receive criticism positively within a given scenario.

Identify some of the essential decisions behind the positive reception of criticism.

Lesson Overview

Recognize the benefit of questioning in interpersonal communication.

Questions to Direct the Conversation

Use open and closed questions to gain the required information in a given situation.

Identify questions as being either open or closed.

Questions to Explore

Recognize examples of exploratory questions.

Questions to Persuade

Use appropriate leading questions to persuade another person to take action, within a given situation.

Recognize leading questions.

Course Number: comm_02_a03_bs_enus

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Communicating for Results

Overview/Description
For many people, success in the workplace depends on their abilities to influence others to take a particular course of action. This course gives a practical demonstration of how to communicate for best results in three common, but sometimes difficult, situations.
Firstly, you will learn the communication skills required to ensure the collaboration and cooperation of your colleagues and peers when you are working as a member or as a leader of a project team. Whether you want help with a particular task, or need someone else to undertake the task on your behalf, this course will show you how to approach those capable of giving you what you need.
Secondly, this course will outline the communication required to maintain customer relationships during sensitive situations, such as when customers make a complaint, or you must deny their requests.
Thirdly, you will learn how best to present information to your managers. Whether your intention is to report or to persuade, if you also want to impress your boss, its crucial that you communicate concisely, and in a manner which is guaranteed to be understood the first time.

Target Audience

Those within an organization whose roles require them to achieve results by being able to influence colleagues, senior managers, or clients; in addition, anyone who has responsibility for managing, supervising, or leading staff

Expected Duration

3.5 hours

Objectives :

Lesson Overview

Identify the benefits of being able to gain the cooperation of colleagues and co-workers.

Asking for Cooperation

Apply the rules for asking, within a given situation.

Match the rules for asking with what each can achieve.

Communicating as a Project Leader

Communicate effectively with the social style or styles portrayed within a given scenario.

Recognize the four social styles from described characteristic behavior and communication.

Project Meetings that Get Results

Communicate with participants to keep a meeting on track, in a given scenario.

Characterize the communication strategies for conducting results-oriented meetings.

Lesson Overview

Recognize the value of using effective interpersonal communication skills with existing customers.

Words and Phrases for Customer Satisfaction

Use the appropriate words and phrases to satisfy a customers business motives in a given situation.

Recognize examples of common customer business motives.

Saying No Nicely

Characterize the three elements of the strategy for refusing customer requests.

Handling Client Complaints

Handle a customer complaint effectively within a given situation, using the PLEASE technique.

Recognize the various stages of the PLEASE complaint handling technique, and what they can achieve.

Lesson Overview

Recognize the value of being able to communicate effectively with senior managers.

Communicate to Inform

Differentiate between the different ways to organize informative communication.

Communicate to Persuade

Determine the most appropriate persuasion technique to use in a given scenario.

Recognize what persuasive communication strategy is being used in an example.

Maintaining the Flow

Recognize the verbal transitions in a given passage of text.

Course Number: comm_02_a04_bs_enus

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Listening to Comprehend

Overview/Description
Do you need to better understand the basic meaning of a conversation or presentation? If you need to be able to identify what is said to you in a more effective manner, then this course is for you. This course teaches you how to comprehend verbal and visual messages to maximize your understanding of others. Because this course teaches listening skills, it is important to have your audio turned on for certain sections. In some instances, the text that is spoken will display in the caption text box. In these case, the important feature is not what is said, but how it is said. In these sections, it would be most effective for you to turn off the captions to get the full effect of the audio. In other instances, audio is presented without accompanying text. To complete these sections, you must have your audio turned on.

Target Audience

A person at all levels of an organization. It is particularly useful to those who need strong listening skills, such as managers and team members, to be effective in the workplace.

Expected Duration

4.0 hours

Objectives :

Lesson Overview

Identify the benefit of being able to identify verbal and nonverbal cues.

Identifying Verbal Cues

Identify examples of verbal cues, in a listening situation

Identifying Nonverbal Cues

Identify examples of nonverbal cues.

Lesson Overview

Identify the benefits of interpreting verbal and nonverbal cues.

Interpreting Verbal and Nonverbal Cues

Interpret the relationship between verbal and nonverbal cues and a message, given a scenario.

Recognizing Deception Cues

Identify examples of deceptive body language and verbal cues, given a listening scenario.

Interpreting Conversation Regulatory Cues

Use conversation regulatory cues to maintain a conversation, in a given scenario.

Lesson Overview

Identify the benefits of understanding listening comprehension skills.

Improving Your Concentration

Identify examples of strategies used for improving concentration.

Increasing Your Vocabulary

Identify the steps used to improve listening vocabulary.

Picking Up Main Ideas, Key Points, and Details

Listen to determine the main ideas, key points, and significant details, given a scenario.

Drawing Inferences

Draw appropriate inferences based on a given statement.

Lesson Overview

Identify the benefits of understanding a message.

Asking Questions to Check Your Understanding

Use principles of good questioning to check understanding of what a speaker said, given a scenario.

Paraphrasing to Confirm Your Understanding

Paraphrase the key ideas heard in a listening scenario.

Lesson Overview

Identify the benefits of knowing how to understand in special listening situations.

When Speech and Thought Speeds Dont Match

Identify examples of positive simultaneous thinking when listening, given a scenario.

Identify examples of strategies used to understand the content of a quickly spoken message, given a scenario.

Techniques for Remembering Sequences

Identify memory techniques.

Techniques for Remembering Names

Sequence the steps for recalling a name.

Course Number: comm_03_a02_bs_enus

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Higher Purpose Listening

Overview/Description
Do you sometimes have difficulty using your listening skills to effectively evaluate arguments or appreciate complex ideas and emotions? This course teaches you how to listen more effectively for critical and empathic purposes to maximize your understanding.

Target Audience

Persons at all levels of an organization. It is particularly useful to those who need strong listening skills, such as managers and team members, to be effective in the workplace.

Expected Duration

1.5 hours

Objectives :

Lesson Overview

Identify the benefits of knowing how to listen critically.

The Influence of Speaker Credibility

Match each factor that influences a speakers credibility with its description.

Inductive and Deductive Logic

Recognize questions that will help you determine the truth of an inductive or deductive argument, given a scenario.

Errors in Reasoning

Apply critical listening to recognize errors in reasoning, in a given listening scenario.

Lesson Overview

Identify the benefits of being able to listen critically to emotional appeals.

Appeals to Your Emotions

Identify common emotional appeals.

Dealing with Emotive Language

Identify the steps for dealing with emotive words.

Lesson Overview

Identify the benefits of using empathetic listening.

Creating a Supportive Climate

Apply the strategies for creating a supportive climate in an empathetic listening situation.

Rules for Empathetic Listening

Apply the ground rules for empathetic listening to an empathetic listening situation.

Focusing Your Attention

Identify examples of key strategies for focusing attention in an empathetic listening situation.

Responding to the Speaker

Match each technique for responding to a speaker to its description.

Course Number: comm_03_a03_bs_enus

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Standard Business Etiquette

Overview/Description
The rules of proper business etiquette are changing. In many corporations, middle management and the concept of seniority are being replaced by a flat organizational structure and intense competition. Such an environment makes the need for appropriate behavior especially crucial, particularly if youre looking to advance your career. How do you maintain your private space when you sit in one of a dozen cubicles? How should you address your peers and superiors, and whats the proper attire for todays corporate culture? In this course, youll learn how to conduct yourself in the standard business environment with poise and confidence.

Target Audience

Human resources, training organizations, and workers looking to improve their images

Expected Duration

2.5 hours

Objectives :

Lesson Overview

recognize the importance of understanding the basics of business etiquette.

Getting Acquainted: The Etiquette of Introductions

identify principles of good etiquette during business introductions.

Speaking Up: The Etiquette of Communication

identify principles of business etiquette for speaking with co-workers.

Wearing It Well: The Etiquette of Business Attire

analyze ways to dress appropriately according to an etiquette decision model.

Lesson Overview

recognize the importance of learning the proper etiquette for getting along with your co-workers.

Close Quarters: The Etiquette of Offices and Cubicles

apply steps to discourage work space intrusions in a given business scenario.

identify examples of the etiquette of personal space at work.

Positive or Negative: Etiquette and Opinions

analyze opinions expressed between co-workers in specific business scenarios to determine if correct etiquette has been used.

Head to Head: Etiquette and Conflicts

apply the proper conflict-handling etiquette in a given business scenario.

Lesson Overview

recognize the importance of learning the proper etiquette when interacting with members of the opposite sex.

Etiquette and the Office Romance

identify guidelines of proper etiquette to use regarding the office romance.

Chivalry in the 21st Century

identify examples of chivalrous behavior that conform to the guidelines of etiquette for the 21st century.

Lesson Overview

recognize the importance of learning the proper etiquette of leading and following.

The Etiquette of Company Decision-making

match supervisory styles and company cultures to the way decisions are made within each.

Leading the Leaders

analyze interactions between supervisors and subordinates for effective decision-making strategies.

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Foundations of Grammar

Overview/Description
When do you use your or youre? Me or myself? Is good an adverb or an adjective? Understanding how to use various types of words is a building block of good writing. To be a good writer, you must have a thorough understanding of the basic parts of speech that identify and classify types of words. Then, you must be capable of applying the necessary guidelines for more complex uses of various word types. In this course, youll complete a comprehensive study on using words correctly. Youll study everything from pronouns to possessives, and youll discover how to avoid the most common usage errors. When youve finished the course, youll have the necessary building blocks to develop your skill as a top-notch writer.

Target Audience
Managers, supervisors, team leaders

Expected Duration
2.5 hours

Lesson Objectives:

Parts of Speech

Recognize the importance of knowing the parts of speech and using them correctly.

Match the parts of speech with their definitions.

Identify the statements that describe the properties of various types of pronouns.

Differentiate between the proper uses of adjectives and adverbs.

Expanding Words

Recognize the importance of using expanded words properly.

Select the correctly constructed compound nouns.

Choose the sentences that contain compound adjectives that are used correctly.

Match the sentences with the verb tenses they contain.

Word Beginnings and Endings

Recognize the importance of understanding how to use prefixes, suffixes, plurals, and possessives.

Choose the sentences that contain correctly constructed prefixes and suffixes.

Answer questions concerning the correct application of rules for forming plurals.

Identify the examples of correctly formed possessives.

Avoiding Usage Errors

Recognize the importance of using words correctly.

Identify how to correctly use commonly confused word pairs.

Identify the correct usage of commonly misused verbs.

Identify the sentences that contain properly used idiomatic expressions.

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Sentence Construction

Overview/Description
Writing sentences is a basic skill. But this basic skill seems to cause a lot of problems. Meanings are misinterpreted. Sentences run on and on, leaving the reader lost and confused. Poor word choice and organization make the writer look confused, sounding unintelligible and fuzzy. Youre not alone if youre thinking, Thats how I write! In the course, Sentence Construction, youll review basic sentence construction, including subjects, predicates, phrases, and clauses. Then, youll discover how to eliminate the three most common sentence-writing errors--things youre probably doing right now and dont even realize. Finally, youll learn how to develop sentences that are logical, clear, and powerful--the basis of any sound business document.

Target Audience
Supervisors, Managers, Team Leaders

Expected Duration
2.0 hours

Lesson Objectives:

Sentence Structure

Recognize the importance of writing structurally sound sentences.

Correctly identify the subjects and verbs in sentences.

Differentiate among the various types of phrases and clauses.

Identify the types of sentence functions by matching them with their definitions.

Common Sentence Errors

Recognize the importance of eliminating common errors from sentence construction.

Identify sentence fragments.

Choose the methods for eliminating comma splices.

Identify run-on sentences.

Logic and Clarity

Recognize the importance of writing sentences that are logical and clear.

Choose the sentences that have subject/verb agreement.

Choose the sentences in which the pronouns and antecedents are correct.

Identify the sentences with dangling or misplaced modifiers.

The Well-written Sentence

Recognize the value of constructing well-written sentences.

Identify the elements of writing style by matching each element with its definition.

Differentiate between the active and passive voices.

Identify the techniques that keep writing consistent while offering variety to the reader.

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Optimizing E-mail at Work

Overview/Description
In todays business world, e-mail is used to do everything from processing orders to supplying information. Because of the limitations of telephone communication when people who are very busy or sometimes in different time zones work together, e-mail use is on the rise in U.S. E-mail offers a plenitude of new opportunities for business, but understanding how to properly use it is essential in order to take advantage of these opportunities. This course will tell you what makes e-mail unique and provide you with the skills to write, send, and receive business e-mail effectively. You will learn how to best use the features that are commonly included in e-mail programs in a way that improves your communicative ability and efficiency at work.

Target Audience
Business professionals who want to brush up on e-mail techniques and skills, and individuals who want to prepare themselves for a business environment.

Expected Duration
2.0 hours

Lesson Objectives:

Writing Effective Business E-mail

Recognize the benefit of writing effective e-mail for business purposes.

Match the identifying phrase of a sample e-mail message with its type.

Use the guidelines for writing an intra-office e-mail, given a scenario.

Use the guidelines for writing an inter-office e-mail message, given a scenario.

Identify the guidelines to follow when using special features to enhance business e-mail.

Managing Your E-mail

Recognize the benefits of effective e-mail management.

Identify methods for improving e-mail efficiency when using folders.

Recognize the guidelines to follow when setting up filters.

Identify guidelines of using e-mail address features to effectively manage your list of contacts.

Teleworking

Recognize the benefit of teleworking.

Identify the points to consider when using wireless e-mail in a multiple choice question.

Identify the conditions required to benefit from telecommuting.

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Basic Business Skills to Get You on the Fast Track

Overview/Description
Everyone wants to get on the fast track to success. But without basic business skills, you wont even find the on ramp. To get on the fast track, you have to master the basics and build from there. In this course, you will focus on the basic skills of decision making, organization, delegation, and negotiation and learn how to apply these skills in getting onto the fast track. Without these skills or the knowledge of how to use them effectively, youre going nowhere fast.

Target Audience
Anybody who wants to advance his career

Expected Duration
2.5 hours

Lesson Objectives:

Decide to Be Decisive

Recognize the importance of learning effective decision-making skills.

Identify the various methods of making effective decisions.

Identify the steps in making quality decisions.

Identify the examples of ways to make the most of a bad decision.

Get Organized

Recognize the importance of learning to be organized.

Identify the ways to get more organized.

Identify the steps to regain control of an out-of-control desk.

Select the methods of effectively prioritizing work.

Dont Be Afraid to Delegate

Recognize the importance of learning to delegate effectively.

Identify examples of ways to overcome resistance to delegation.

Select examples of ways to implement effective delegation.

Identify the steps to effective delegation.

Negotiation Is a Conversation

Recognize the benefits of learning good negotiating skills.

Identify the examples of how to view and deal with the issues from the other persons perspective.

Choose the examples of ways to view and address the issues from a neutral perspective.

Identify the important keys to win-win negotiations.

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Preparing for the Future

Where do you see yourself in the future? What are you doing right now to prepare for it? Your skills will determine which direction you are headed in your career, and how fast you will get there.

On the road to success, you will be faced with many obstacles without business skills. Luckily, these basic business skills can be learned with the right online training, such as how to be more organized, make better decisions, negotiate with skill and delegate effectively.

Effective communication is one of the most important skills you can learn. Imagine being able to influence others, ensure collaboration and cooperation with your co-workers and maintain customer relationships even during sensitive situations. Concise communication and comprehension are vital to your career.

Understanding the basic parts of speech and identifying and classifying word types will help your communication skills come more naturally. When you take CBT Direct’s online courses and brush up on your writing skills, such as grammar and sentence construction, you’ll see how the communication in your daily life improves.

This CBT Direct curriculum includes lessons on basic business skills, communication, grammar, optimizing email, business etiquette and interview preparation. With CBT Direct, success is just around the corner!

Preparing for the Future