Countries: US

  • Dealing with the Irate Customer – Trainer’s Pack

    Module includes a comprehensive trainer’s manual and materials to train 25, featuring participant checklists and role-play exercises.

  • Building a Winning Team

    Fear and uncertainty in the workplace hurt the morale of teams and lead to pessimism, poor focus and subpar performance. Jon Gordons strategies for successfully uniting teams center on his belief that communication is key. Start by sharing a unifying vision that rallies a team toward a common purpose. Stay positive on a daily basis, celebrate successes, and deal with negativity head on. Engage employees by helping them find their own personal vision and their own passion. Finally, focus on creating inspired, committed relationships, and those relationships will deliver top performance.

  • How to Manage People Through Continuous Change

    Change is no longer an event… Change is business as usual. Customers are demanding “better, faster, cheaper”; competition is fierce; and a turbulent economy and technological advances increase the pressure to “do more with less.” Success today is dependent on keeping your work force resilient, positive, and engaged while this rapid (and accelerating) change constantly turns your organization upside down. Yet, employees are increasingly skeptical about committing to business strategies that are constantly being redefined. Program highlights: The 5 biggest mistakes leaders make when managing change. What it takes to go from “surviving change” to “thriving on change.” How change really gets communicated through an organization

  • State of the Web

    Current trends and the new sense of community. Where we’ve been and where we’re going in cyberspace. Tiffany Shlain provides an overview along with her unique perspective on what you need to know, now.

  • Staying Out of Legal Trouble

    Copyright, content acquisition, fair use. Privacy policies, visitors’ agreements, advertising and deal-making. Jon Hart explains how to protect your content and your brand, as new applications of traditional legal concepts are put to the test on the Web.

  • Ten Mistakes Websites Still Make and How to Fix Them

    Nothing loses visitors faster than a website that frustrates or confuses. Learn how to demystify baffling navigation, sharpen fuzzy identities, and translate “site speak” into user-friendly language that makes your visitors feel at home.

  • Web Analytics: The Impact of Visitor Data on Site Optimization

    The most critical information for your website is also the cheapest to gather and organize. Find out which data sets are the most important, and how to apply what you learn to your content and layout.

  • What We Know About the User Experience

    When users come to your site, what do they experience? Learn about the Online Publishers Association study, and what research shows will keep people engaged in your website–and what will bring them back!

  • Cornerstones of Quality – Study guide

    This study guide covers the principles of quality management and is a compliment to the Cornerstones of Quality video.

  • Cornerstones of Quality – Instructor’s manual

    This instructor’s manual covers the principles of quality management and is a compliment to the Cornerstones of Quality video.