GOST Learning Modules

Computing for Beginners

Microsoft Windows XP for Beginners

• Introducing Windows XP - 80 min
• Getting Started with Microsoft Windows XP - 280 min
• Up and Running with Microsoft Windows XP - 240 min

• Basic Concepts of Information Technology - 280 min
• Create Your Time and Memory Management - 120 min
• Developing Good Time Management Habits - 270 min
• Information and Communication - 315 min
• Organize to Remember - 120 min
• Using the Computer and Managing Files - 260 min

Career Path Training Modules

Adobe Acrobat 5

• Adobe Acrobat 5.0: Getting Started - 120 min
• Adobe Acrobat 5.0: Up and Running - 120 min

Advanced Skills for Administrative Professionals

• Behavior: Putting Your Best Foot Forward - 240 min
• Managing Yourself and Those Around You - 240 min
• Partnering with Your Boss - 180 min
• Communicating with Power and Confidence - 180 min
• Advanced Administrative Support Simulation - 30 min
• Anger Management in the Workplace Experiencing Anger - 300 min
• Managing Your Anger - 300 min
• Managing Anger in the Workplace Simulation - 30 min

Assertive Communication

• Professional Assertiveness - 180 min
• Assertiveness from the Inside Out - 180 min
• Assertive Communication Simulation - 30 min

Building Better Work Relations

• Building Effective Interfunctional Relationships - 150 min
• Building Effective Intercultural Relationships - 150 min
• Building Effective Intergender Relationships - 150 min
• Working Effectively with Business Partners - 150 min
• Building Better Work Relationships Simulation - 150 min

Business Etiquette and Professionalism

• Everyday Business Etiquette - 180 min
• Communication Etiquette - 150 min
• Etiquette and the Business Meeting - 150 min
• Etiquette for Supervisors - 180 min
• Business Etiquette and Professionalism Simulation - 30 min

Business Grammar Essentials

• Foundations of Grammar - 150 min
• Sentence Construction - 120 min
• Understanding Writing Mechanics -120 min
• Punctuating with Skill - 120 min

Business Writing Essentials

• Writing with Intention - 240 min
• Avoiding Errors in Usage and Punctuation - 270 min
• Avoiding Grammatical Errors in Business Writing - 270 min
• Crisp Composition - 270 min
• Writing to Reach the Audience - 180 min
• Getting the Most from Business Documents - 240 min
• The Writing Process - 300 min

Customer Relationship Management

• The Customer-driven Organization - 120 min
• Hiring and Retaining Service Professionals -210 min
• Effective Service Recovery - 150 min
• Serving Your Internal Customers - 180 min
• Beginning Electronic Customer Relations - 150 min
• Sustaining Excellent Customer Service - 210 min
• Managing Customer Relationships Simulation - 30 min

Dealing with Conflict in the Workplace

• Perspectives on Conflict - 330 min
• Handling Conflict with Others - 360 min
• Managing Conflict in the Organization - 360 min
• Dealing with Conflict in the Workplace Simulation - 30 min
• Managing Conflict in the Workplace Simulation - 30 min

Delivering Successful Presentations

• Presenting to Succeed - 270 min
• Delivering Your Message - 270 min
• Presentation Resources Available to You - 300 min
• Delivering Successful Presentations Simulation - 30 min

Effective Business Meetings

• Planning Effective Business Meetings - 150 min
• Leading Effective Business Meetings - 150 min
• Participating Effectively in Business Meetings - 300 min
• Effective Business Meetings Simulation - 30 min

Effective Listening Skills

• The Basics of Listening - 150 min
• Listening for Comprehension - 300 min
• Listening for Higher Purposes -180 min
• Effective Listening Skills Simulation - 30 min

E-mail Essentials

• Essentials for Electronic Communication - 90 min
• Optimizing E-mail at Work - 120 min
• E-mail and Organizational Communication -150 min
• E-mail as a Marketing Tool - 120 min

Frontline Call Center Skills

• The Call Center Industry - 150 min
• Call Center Communication Skills - 270 min
• Call Center Customer Service - 210 min
• Call Center Telephone Sales - 180 min
• Frontline Call Center Skills Simulation - 30 min

Getting Results Without Authority

• Building Relationships to Get Results - 150 min
• Leadership without Authority - 180 min
• Gaining Allies, Creating Change - 180 min
• Getting Results through Communication - 180 min
• Getting Results from the Boss - 180 min
• Getting Results without Authority Simulation - 30 min

How to Excel at Customer Service

• Building the Service Foundation: Corporate Culture - 210 min
• Fundamentals of Exceptional Customer Service - 210 min
• The Voice of the Customer - 270 min
• Advancing Your Service Expertise - 270 min
• Customer, Conflict and Confrontation - 330 min
• Overcoming Challenging Service Situations - 360 min
• Instilling Service Excellence: The EXCEL Acronym - 450 min
• Service Stars and Service Teams - 350 min
• Excelling at Customer Service Simulation - 30 min
• Customer Service Simulation - 30 min

Inbound Call Center Management

• The Inbound Call Center - 150 min
• Inbound Call Center Management: Leadership - 180 min
• Inbound Call Centers: People Management - 180 min
• Inbound Call Center Technology - 240 min
• Performance Metrics for an Inbound Call Center - 150 min

Internal Customer Service

• Excellence in Internal Customer Service - 300 min
• Working with Internal Customers - 240 min
• Overcoming Internal Customer Service Problems - 210 min
• Internal Customer Service: Conflict and Complaints Simulation - 30 min

Internal Customer Service Agent Skills

• The Customer Service Agent in Action -270 min
• Professional Skills for Customer Service Agents - 270 min
• Managing Challenges in Customer Service - 300 min
• Cross-selling in a Customer Service Call - 300 min
• Customer Service Agent Skills Simulation - 30 min

Interpersonal Communication Skills for Business

• The Process of Interpersonal Communication - 270 min
• The Mechanics of Effective Communication - 300 min
• Communication Skills for the Workplace - 270 min
• Communicate for Results - 300 min
• Communication Skills for Leadership - 330 min
• Communication Skills for Resolving Conflict - 300 min
• Communicate for Contacts - 270 min
• Interpersonal Communication Skills for Business Simulation - 30 min
• Interpersonal Communication Skills for Teams Simulation - 30 min

Managing a Customer Service-Oriented Culture

• Exceeding Customer Expectations - 150 min
• Customer Service Strategy - 150 min
• Navigating the Change Process Successfully - 240 min

Managing and Working with Difficult People

• Difficult People in the Workplace - 210 min
• Working with Aggressive People - 180 min
• Working with Negative People and Procrastinators - 180 min
• Working with Arrogant and Duplicitous People - 120 min
• Managing and Working with Difficult People Simulation - 30 min

Measuring Customer Satisfaction

• Discovering What Your Customer Wants - 150 min
• Developing Customer Satisfaction Surveys - 180 min
• Customer Satisfaction: Analysis and Implementation - 150 min
• Measuring Customer Satisfaction Simulation - 30 min

Microsoft Office 2003: Beginning Access

• Getting Started with Access 2003 - 160 min
• Basic Access 2003 Tables - 180 min
• Basic Access 2003 Forms - 160 min
• Using Queries and Reports in Access 2003 - 220 min
• Personalizing and Maintaining Access 2003 - 80 min

Microsoft Office 2003: Advanced Access

• Enhancing Tables, Forms, and Reports in Access 2003 - 140 min
• Advanced Querying in Access 2003 - 100 min
• Working with Data and Presentation in Access 2003 - 120 min
• Access 2003 and the Web - 80 min
• Access 2003 Programmability - 80 min
• Database Administration in Access 2003 - 120 min

Microsoft Office 2003: Beginning Excel

• Basic Features of Excel 2003 - 195 min
• Formatting Data in Excel 2003 - 120 min
• Printing and Collaborating in Excel 2003 - 120 min
• Excel 2003 Formulas and Functions - 160 min
• Excel 2003 Charts and Multimedia Features - 200 min

Microsoft Office 2003: Advanced Excel

• Advanced Customization in Excel 2003 - 160 min
• Advanced Formatting in Excel 2003 - 120 min
• Advanced Data Management in Excel 2003 - 140 min
• Advanced Data Analysis in Excel 2003 - 180 min
• Advanced Validation and Collaboration in Excel 2003 - 200 min
• Advanced Data Exchange in Excel 2003 - 220 min

Microsoft Office 2003: Beginning FrontPage

• Getting Started with FrontPage 2003 - 140 min
• Working with Graphics, Hyperlinks and Tables in FrontPage 2003 - 180 min
• Working with Web Sites in FrontPage 2003 - 140 min
• Organizing Content Using Templates and Frames - 140 min
• Structuring and Publishing Web Sites in FrontPage 2003 - 140 min

Microsoft Office 2003: Advanced FrontPage

• Working with Code in FrontPage 2003 - 140 min
• Importing and Working with Data in FrontPage 2003 - 260 min
• Enhancing Web Sites with Advanced FrontPage 2003 Features - 180 min
• Administering Web Sites in FrontPage 2003 - 100 min
• Using Windows SharePoint Services and FrontPage 2003 - 140 min

Microsoft Office 2003: Getting Started

• Introduction to Microsoft Office 2003 - 180 min
• Formatting and Printing Files in Office 2003 - 160 min

Microsoft Office 2003: Beginning Outlook

• Sending and Receiving Messages in Outlook 2003 - 160 min
• Formatting and Managing Messages in Outlook 2003 - 160 min
• Scheduling Events, Appointments and meetings in Outlook 2003 - 180 min
• Using Task Lists, Contact Lists, and Notes in Outlook 2003 - 140 min

Microsoft Office 2003: Advanced Outlook

• Customizing E-mail, Views, Navigation, and E-mail Accounts - 200 min
• Tracking, Categorizing, Searching, and Printing - 220 min
• Configuring Rules, Alerts, and Junk Mail Settings - 160 min
• Sharing Folders, Schedules, and Contacts and Using SharePoint - 200 min

Microsoft Office 2003: Outlook for the Power User

• Data Security in Outlook 2003 - 160 min
• Archiving and Storing Data and Using IRM in Outlook 2003 - 80 min
• Working in Outlook 2003 from Multiple Locations - 200 min
• Newsreaders, Online Meetings, Instant Messaging, and Faxing - 160 min
• Customizing Toolbars and Commands and Creating Forms - 200 min
• Outlook 2003 and Business Contact Manager - 220 min

Microsoft Office 2003: Beginning PowerPoint

• Creating Basic Presentations Using PowerPoint 2003 - 160 min
• Slide Layout and Design in PowerPoint 2003 - 95 min
• Using Visuals in PowerPoint 2003 Presentations - 120 min
• Finalizing PowerPoint 2003 Presentations - 120 min

Microsoft Office 2003: Advanced PowerPoint

• Customizing PowerPoint 2003 Presentations - 120 min
• Preparing PowerPoint 2003 Presentations for Effective Delivery - 100 min
• Running, Broadcasting, and Reviewing Presentations - 160 min
• Settings, Customization, and Office 2003 Integration - 120 min

Microsoft Office 2003: Publisher

• Getting Started with Publisher 2003 - 140 min
• Working with Text Boxes, Text, and Tables in Publisher 2003 - 120 min
• Printing and Working with Graphics and Objects - 160 min
• Working with E-mail and Web Sites in Publisher - 160 min
• Working with Mail and Catalog Merges in Publisher 2003 - 60 min
• Advanced Design Techniques and Printing with Publisher 2003 - 200 min

Microsoft Office 2003: Beginning Word

• Getting Started with Word 2003 - 80 min
• Working with Text and Paragraphs in Word 2003 - 120 min
• Structuring, Editing, Saving, and Opening Documents - 140 min
• Printing, Help, and Automated Formatting in Word 2003 - 180 min
• Working with Documents in Word 2003 - 140 min
• Working with Tables and Media Features in Word 2003 - 195 min

Microsoft Office 2003: Advanced Word

• Advanced Formatting in Word 2003 - 120 min
• Advanced Document Navigation in Word 2003 - 80 min
• Advanced Data Manipulation Features in Word 2003 - 120 min
• Using Tables, Charts, and Graphics in Word 2003 - 100 min
• Advanced Document Features in Word 2003 - 120 min
• Collaborative Features in Word 2003 - 220 min

Professional Telephone Skills

• Handle Calls with Confidence and Professionalism - 210 min
• Turn Difficult Callers into Delighted Customers - 240 min
• Managing Telephone Technology - 120 min

Managing a Customer Focused Department

• Identifying Your Customers' Expectations - 270 min
• Bridge the Expectations Gap - 270 min
• Leading a Customer-Focused Team - 240 min

Technical Support Agent Survival Skills

• The Contact Center and the Technical Support Agent - 270 min
• Technical Support Essentials - 300 min
• Assessing Customer Behavior - 270 min
• Technical Support Agent Survival Skills - 210 min
• Technical Support Agent Skills Simulation - 30 min

Telephone Skills for Business Professionals

• Effective Telephone Techniques - 300 min
• Making Telephone Calls Count - 210 min
• Telephone Skills for Business Professionals Simulation - 30 min

The Effective Administrative Support Professional

• Getting Started: Administrative Support - 180 min
• Overview to Effective Business Communication - 180 min
• Using Effective Business Communication - 120 min
• Administrative Functions - 180 min
• Advancing Your Administrative Career - 180 min
• Effective Administrative Support Professional Simulation - 30 min

Emotional Intelligence in the Workplace

• What is Emotional Intelligence? - 150 min
• Emotional Intelligence at Work - 150 min
• Teamwork and Emotional Intelligence - 150 min
• Increasing Your Emotional Intelligence - 150 min
• The Emotionally Intelligent Leader - 150 min
• Emotional Intelligence in the Workplace Simulation - 30 min

International Business Skills: Culture, Customs and Norms

• Managing Cultural Divides - 180 min
• Around the World in 80 Cultures - 180 min
• America's Neighbors: Beyond U.S. Borders - 150 min
• Over There: Conducting Business with Europeans - 150 min
• Crossing the Dateline: Japan, China, India - 150 min
• A Rich Tapestry of Cultural Contrasts - 150 min

International Communications

• The Impact of Culture on Communication - 150 min
• The Art of Global Communication - 210 min
• Improving Your Cross-cultural Communications - 180 min
• International Communications Simulation - 30 min
• Cross-cultural Communications Simulation - 30 min

Microsoft Office 2003: Beginning Project Professional

• Creating and Defining a Project - 240 min
• Specifying and Assigning Resources - 160 min
• Tracking and Reporting Progress - 200 min

Microsoft Office 2003: Advanced Project Professional

• Advanced Customization - 140 min
• Sharing Project Data and Working with Macros - 120 min
• Organizing and Managing Project Information - 180 min
• Working Collaboratively - 140 min
• Enterprise Project Management - 120 min
• Advanced Analysis of Your Project - 160 min

Microsoft Office 2003: Visio for Beginners

• Creating Diagrams with Visio 2003 - 195 min
• Developing Diagrams with Visio 2003 - 220 min
• Visio 2003 and Other Programs - 120 min

Negotiating to Win: Getting the Results You Want

• Crafting a Deal - 180 min
• Connect and Communicate - 150 min
• The Negotiation Process - 150 min
• The Dynamics of Interaction - 180 min
• Inclusive Negotiating - 150 min
• When the Going Gets Tough - 150 min
• The Master Negotiator - 150 min
• Negotiating to Win Simulation - 30 min