This is a partial list of off-the-shelf workshops that can be delivered by Cybernetic Learning Systems. We provide all course materials and the instructor with delivery at your location, or at a facility of your choice. The cost of delivery is a flat fee based on a minimum number of students.

Download our course catalog for a complete list of workshop offerings.

Business Finance (1-day)

This course introduces students to the fundamentals of business finance. Students learn how to identify, calculate, and assess individual investments and investment portfolios, identify types of investment risks, calculate risk, and analyze the results. Students also learn how to calculate the future and present values of individual cash flows, ordinary annuities, annuities due, perpetuities, and investments with uneven cash flows. Course activities also cover calculating interest rates and maturity dates, establishing an amortization table, and calculating payments on amortized loans. Students also learn about the bond and stock markets, identifying characteristics of various types of stocks and bonds and their risks, and how to evaluate and invest in stocks and bonds. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Call Center (half-day)

This course teaches students how to identify what challenges come from the situation, the caller, and the environment. Students will learn about the guidelines for providing excellent service and fulfilling the customers' needs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Call Center Management (1-day)

This course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Coaching (1-day)

This course teaches students how to establish a coaching relationship with employees, evaluate employees' personality types, and detect morale-building motivators. Students also learn about the factors that can hinder an employee's willingness to trust, and how to establish trust with the CARE process. Course activities also cover establishing coaching objectives, identifying the best coaching opportunities, and clearly and effectively communicating goals and expectations to employees. Students will also learn how to differentiate between performance goals and long-term goals, implement an appropriate reward system, and monitor employees' performance. Students learn how to use appropriate language during a coaching session, recognize factors that can distort a message, interpret employees' nonverbal communication correctly, ask the right questions, conduct effective face-to-face meetings, and confront an employee. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Customer Relationship Management (1-day)

This introduces the benefits of creating customer loyalty, developing a market intelligence enterprise, and incorporating customer relationship management in a company. Students will learn how to create customer loyalty, define the four marketing tiers, define, the four types of CRM, define the CRM process, and evaluate critical success factors. Course activities also cover the goals and cost of CRM, CRM pre-implementation strategies, the CRM implementation process, tactics used to test CRM, and ways to modify operations costs to become customer focused. Students will also learn how to manage customer relationships over the Internet, identify the characteristics of eCRM, automate processes with eCRM, and customize eCRM interfaces for each type of eCRM user. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Customer Service: Listening, Responding, and Resolving (1-day)

This ILT Series course, rated 4.8/5.0 in overall quality by ProCert Labs, is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.

Includes CertBlaster software (download) and a companion CBT program.

[Request Additional Information]

Mentoring (1-day)

This course introduces students to the basics mentoring and the characteristics of a good mentor. Students will learn about the benefits of a mentoring program, and how to develop, implement, and evaluate the success of a mentoring program. Course activities cover selecting mentors and the people to be mentored, defining the mentor's job, matching mentors, establishing strong mentoring relationships, and maximizing the benefits of mentoring. Students also learn how to set effective goals and become effective learners when they are being mentored, and how to choose a mentor. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Professional Selling Over the Phone (1-day)

This course teaches students about using the telephone for professional selling. Students will learn how to prepare scripts, manage calls, implement components of an effective voice, listen to feedback, and ask questions to increase sales. Course activities also cover finding prospects, discussing the type of information to leave on prospects' voice mail, maintaining a positive attitude, identifying the components of the soft sell, and building and maintaining relationships with prospects. Students will also learn about gaining feedback from customers, addressing rejection, resolving objections, and closing a sale. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Sales Skills: Basic (1-day)

This course teaches students the fundamentals of sales team management. Students will learn how to be successful sales managers, select sales professionals, build unity and trust in a sales team, interview successfully, train sales professionals, set performance standards, and conduct performance evaluations. Course activities also cover choosing a territory strategy, conducting territory reviews, developing and using sales forecasts, conducting sales meetings, and setting goals in meetings. Students will also learn how to motivate sales team members, implement compensation practices to keep top performers, identify and improve substandard performance. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Includes a companion CBT program. [Request Additional Information]

Sales: Prospecting, Qualifying, and Completing (2-days)

This course introduces students to the sales model developed by iSpeak. Students will learn the organization, communication, and personal motivation skills that every salesperson needs. They will also identify and examine each stage of the selling process: prospecting, qualifying, presenting, completing the sale, and servicing.

Includes CertBlaster software (download) and a companion CBT program.

[Request Additional Information]