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Learning Solutions
Our internationally accredited digital learning courses and programs are designed to deliver competency-based learning job skill solutions
to anyone who needs it, anywhere, anytime.
Whether you’re an individual team member, supervisor, new or aspiring manager, or experienced middle manager, our digital products
deliver the right learning.
With over 650 engaging, content-rich, competency-based digital courses, Orion Learning’s solutions cover a range of topics including:
Business Skills
Certification courses
Certification Exams
Contact Center
Customer Service
Health & Safety
Help Desk
Human Resources
Languages
Management Skills
Mentor Videos
Sales and;
Software
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.
We are the only learning company in the world that offers internationally accredited certification programs digitally along with their
respective exams. Additionally, we offer five (5) ISO, competency based customer service certification programs for agents, supervisors
and managers in both contact center and customer service environments. These programs offer a broad learning spectrum and results in
the learner achieving a professional designation that is verifiable through an online global public register of certified individuals.
Our learning and development solutions are very easy to navigate and offer a high degree of content, user interaction, solid assessments
and an easy to use 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 international organizations:
All PRINCE2® Foundation and Practitioner, MSP® Foundation and Practitioner, M_o_R® Foundation, MoV® Foundation, MoP® Foundation, P3O® Foundation & ITIL® Foundation Online courses are offered by ILX Group. The APMG-International
PPS™, APMG-International Finance for Non Financial Managers™ & APMG-International AgilePM™ Foundation Online courses are offered by ILX Group. PRINCE2® is a registered trade mark of AXELOS Limited. MSP® is a registered trade mark
of AXELOS Limited. P3O® is a registered trade mark of AXELOS Limited. M_o_R® is a registered trade mark of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. MoP® is a registered trade mark of AXELOS Limited. MoV® is a
registered trade mark of AXELOS Limited. APMG-International AgilePM is a trade mark of The APM Group Limited. APMG-International Finance for Non Financial Managers is a trade mark of The APM Group Limited. APMG-International PPS™
is a trade mark of The APM Group Limited and Cassini. Orion Learning is a registered reseller of the ILX Group
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Courses by Topic
Orion Learning offers digital learning courses and program solutions. Our library of over 650 competency-based learning courses are listed
below, grouped by learning topic:
Business Skills An Introduction to Meetings and Meeting Types Organising and Running Effective Meetings
An Introduction to Time Management Planning and Scheduling
An Overview of Performance Appraisal Preparing for the Appraisal
Attracting Candidates and Producing Job Advertisements Shortlisting Candidates and Selection Techniques
Creating SMARTER Objectives SMARTER Objectives for Managers
Deciding the Priorities The Appraisal Discussion
Delegation The Importance of Setting Goals in Time Management
Job Analysis, Job Descriptions and Person Specifications The Recruitment Process: An Overview
Managing Disruption and Keeping Focused The Role of the Coach
Ongoing Appraisal Understanding and Handling Meeting Behavior
Certification Courses/Programs Agile Project Management (AgilePM®) Foundation Management of Value (MoV®) Foundation
Certified Contact Center Agent (CCCA®) Managing Successful Programmes (MSP®) Foundation
Certified Contact Center Supervisor (CCCS®) Managing Successful Programmes (MSP®) Practitioner
Certified Customer Service Agent (CCSA®) PRINCE2® Foundation
Certified Customer Service Supervisor (CCSS®) PRINCE2® Practitioner
Certified Customer Service Manager (CCSM®) Programme and Project Sponsorship™
Change Management™ Foundation Project Fundamentals Qualification (PFQ)
Finance for Non-Financial Managers™ Project Management Professional (PMP®)
ITIL® Foundation Portfolio, Programme & Project Office (P3O®) Foundation
Management of Portfolios (MoP®) Foundation Software Testing – Beginner
Management of Risk (M_o_R®) Foundation Software Testing – Intermediate
Certification Examinations Agile Project Management (AgilePM®) Foundation Managing Successful Programmes (MSP®) Foundation
Change Management™ Foundation Managing Successful Programmes (MSP®) Practitioner
Finance for Non-Financial Managers™ PRINCE2® Foundation
ITIL™ Foundation PRINCE2® Practitioner
Management of Portfolios (MoP®) Foundation Programme and Project Sponsorship™
Management of Risk (M_o_R®) Foundation APM Project Fundamentals Qualification (PFQ)
Management of Value (MoV®) Foundation Portfolio, Programme & Project Office (P3O®) Foundation
Software Testing – Beginner Software Testing – Intermediate
Contact Center Contact Center Information Use and Systems Introduction to Contact Centers
Contact Center Telephony and Systems Privacy and Data Security - Canada
Contact Center Time Management
Customer Service Customer Service Basics Handling Difficult Customers
Customer Service Policies and Procedures Rebuilding Customer Relationships
Discovering Customer's Problems Understanding Your Customer
Effective Listening Verbal Communication
Evaluating Customer Service Written Communication
Health & Safety An Introduction to Health and Safety at Work Managing Workplace Transport Health and Safety Risks
An Introduction to Managing Health and Safety Preventing Bullying in the Workplace
An Introduction to Risk Assessment Protecting the Environment at Work and Home
Asbestos Awareness Risk Assessment for Managers
Asbestos Basic Awareness RSI – What it is and How to Avoid it
Avoiding Slips, Trips and Falls Safe Manual Handling
Control of Substances Hazardous to Health Awareness Safe Working with Workplace Transport
Display Screen Equipment and Workstation Safety Staying Safe in Confined Spaces
Fire Prevention and Evacuation Staying Safe with Electricity
Fire, Safety and Evacuation Staying Safe with Hazardous Substances
Hand Hygiene – A Video Guide Staying Safe with Noise
Managing and Handling Stress at Work
Help Desk Comparing Platforms and Devices Operating System Components
Computer Component Interactions Platform Peripheral Devices
Computer Hardware Serial and Parallel Ports
Computer Networking Service Operating Systems
Computer Operating Systems Software Application Features
Computer Software Software Installation Processes
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Courses by Topic
Help Desk cont’d
Computer Storage and Memory Software Performance and Diagnostic Testing
Customer Relationship Management Software System Requirements
Desktop and Mobile Platform Components Troubleshooting Basics
Desktop Operating Systems Troubleshooting Tools
Disaster Recovery Planning Troubleshooting-Common Hardware Issues
Internet and Intranet Troubleshooting-Common Issues with Peripheral Devices
Internet Security Troubleshooting-Common Software Issues
IT Behavior, Compliance and Ethics Troubleshooting-Connectivity and Networking Issues
Mobile and Tablet Operating Systems
Human Resources AODA - Customer Service Compliance for Managers Preventing Violence in the Workplace for Employers
AODA - Training for AODA Customer Service Structure, Culture and Change
Diversity in the Workplace for Employees Workplace Harassment for Employees
Diversity in the Workplace for Employers Workplace Harassment for Employers
Health and Wellness Workplace Hazardous Materials in the Workplace (WHMIS) for
Employers
Motivation Based Interviewing Workplace Hazardous Materials Information System (WHMIS) for
Employees
Perception Workplace Safety for Employees
Power and Influence Workplace Safety for Employers
Preventing Violence in the Workplace for Employees
Languages Talk Now! Talk The Talk!
Talk More! Talk Business!
Leadership Appraising Workplace Performance Interviewing, Hiring, Orientation and Training
Building Effective Teams Making Employees Accountable
Coaching in the Workplace Management Preparation
Common Human Resource-Related Issues and Responsibilities Performance Management
Communicating for Success Talent Management
Conflict Resolution Strategies for the Workplace Team Building
Dealing with Change Team Dynamics
Delegating Effectively Team Environment and Behaviors
Emotions, Attitudes and Stress Time Management for Peak Performance
Hiring for Success Using Motivational Training
Management A Background to Body Language Removing the Barriers to Listening
An Introduction to Listening Silent Selling - Using Body Language in Sales
Becoming a Better Listener Silent Speech - Understanding Body Language
Delivering Presentations Unproductive Questions
Introduction to Negotiation Using Body Language in the Workplace
Negotiation Strategies 1 - Strategy Basics Using Open and Closed Questions
Negotiation Strategies 2 - Psychological Strategies Using Probing Questions
Preparing for Presentations Why Are Questions Important?
Mentor Videos Are You Really in Charge? How Do I Start the Conversation?
Becoming the Boss How Do I Use Flexibility When Managing Young People?
Creating Accountability in Teams How Do I Use Questions to Control Situations?
Dealing with Poor Performance How Do I Write Objectives?
Dealing with Racial Harassment How to Control a Meeting by Being Assertive
Different Strokes for Different Folks How to Control a Meeting by Setting Ground Rules
Encouraging Creativity in Teams How to Deal with Being Ignored?
Fear of Making Mistakes How to Get Noticed
Getting Heard at Meetings Learn to Let Go
Getting the Results, You Want Out of Meetings Making Your To Do List Work for You
How Do I Ask Open Questions? Managing Friends
How Do I Become a Better Listener? Managing Young People - What's Different?
How Do I Become More Talkative at Meetings? Office Politics - How to Play Them
How Do I Build Trust? One of The Boys - A Good Idea?
How Do I Close the Conversation? One of the Girls - A Good Idea?
How Do I Create a Meeting Agenda? Play Chess Not Checkers
How Do I Deal with Difficult People? Prioritising Projects
How Do I Deal with Interruptions? Resolving Conflict in Teams
How Do I Deal with Mobile Phone Use at Work? Running Effective Meetings
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Courses by Topic
How Do I Describe to Do List Tasks So They Work for Me? Should I Worry About Conflict in my Team?
Mentor Videos cont’d How Do I Explain the Consequences of Bad Behavior? Some People Are Too Good to Lose
How Do I Get My Team on My Side? Success Breeds Success
How Do I Give a Verbal Warning? Tell us About Yourself
How Do I Highlight the Impact of Poor Behavior? The Bullied Manager
How Do I identify Good and Bad Conflict in My Team? The Importance of Humor
How Do I manage My Email In-Box? Using Dress and Behavior Effectively
How Do I Manage My Email? What Can You Bring to This Job?
How Do I Present a Problem to My Boss? What is a Job Interview?
How Do I Prevent Conflict in My Team? What Should You Take to a Job Interview?
How Do I Schedule Meetings Effectively? When Do I Use My Authority to Resolve Conflict?
How Do I Specify the Changes in Behavior? Why Bother with Objectives
How Do I Specify the Problem?
Sales Customer Needs and Desires Resolving Sales Objections
Market Segmentation and Target Marketing Selling and Closing Techniques
Marketing and Sales Objectives The Sales Verification Process
Profit Margins and Sales Targets
Software Microsoft Office Specialist 2010 Microsoft Office Specialist 2013
Microsoft Office Specialist 2016
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Directory
Business Skills ....................................................................................................................................................... 7
Certification Courses ...................................................................................................................................... 12 Agile Project Management ............................................................................................................................. 12
Certified Contact Center Agent ..................................................................................................................... 12
Certified Contact Center Supervisor .............................................................................................................. 12
Certified Customer Service Agent .................................................................................................................. 13
Certified Customer Service Supervisor ........................................................................................................... 13
Certified Customer Service Manager ............................................................................................................ 14
Change Management ..................................................................................................................................... 14
Finance For Non Financial Managers ............................................................................................................ 15
ITIL Foundation .................................................................................................................................................... 15
Management of Portfolios .............................................................................................................................. 16
Management of Risk ......................................................................................................................................... 16
Management of Value ..................................................................................................................................... 17
Managing Successful Portfolios Foundation ................................................................................................. 17
Managing Successful Portfolios Practitioner ................................................................................................. 18
PRINCE2 Foundation ......................................................................................................................................... 19
PRINCE2 Practitioner.......................................................................................................................................... 20
APM Project Fundamentals Qualification ..................................................................................................... 21
Project Management Professional (PMP) ...................................................................................................... 22
Portfolio, Programme & Project Offices ......................................................................................................... 23
Software Testing Beginner ................................................................................................................................ 24
Software Testing Intermediate ......................................................................................................................... 24
Certification Examinations ............................................................................................................................. 26
Contact Center ............................................................................................................................................... 28
Customer Service ............................................................................................................................................ 30
Health and Safety ........................................................................................................................................... 33
Help Desk .......................................................................................................................................................... 39
Human Resources ........................................................................................................................................... 46
Languages ........................................................................................................................................................ 52
Leadership ........................................................................................................................................................ 56
Management ................................................................................................................................................... 63
Mentor Videos .................................................................................................................................................. 74
Sales ................................................................................................................................................................... 76
Software ............................................................................................................................................................ 78
About Orion Learning ..................................................................................................................................... 80
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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 (Audio) or T4BMS13NA (Non-Audio) Duration: 45 Minutes
Course Topics:
The purpose of meetings Meeting structure
The benefits and disadvantages of using meetings The key roles of a chairperson
The key features of an effective meeting
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 (Audio) or T4BBUS02NA (Non-audio) Duration: 45 Minutes
Course Topics:
Time management problems – the symptoms Combined discrimination
What is time management? Avoiding procrastination
To-do lists Avoiding task overload
Personal goals Taking breaks
Prioritising tasks Scheduling tasks
Managing distractions
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.
Course Code: T4BMS01 (Audio) or T4BMS01NA (Non-audio) Duration: 35 Minutes
Course Content:
The Benefits to the Individual Key Elements of an Effective Appraisal
The Benefits to the Manager The Structure of an Appraisal Discussion
The Benefits to the Organisation The Importance of Appraisal Skills
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.
Course Code: T4BMS08 Duration: 45 Minutes
Course Topics:
The advantages of internal and external recruitment Job advertisements
Selecting an effective attraction method Managing applications
Additional methods of attracting candidates
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Business 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 abil ity to create
personal objectives that align with those of the organisation, result in personal development and are a source of satisfaction for all.
Course Code: T4BBUS01 Duration: 45 Minutes
Course Topics:
The Role of Objectives Achievable
The Benefits of Objective setting Relevant
Getting started with Objective setting Time-Limited
Writing SMARTER Objectives Extending
Specific Rewarding
Measurable Analysing Objectives
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.
Course Code: T4BBUS04 Duration: 45 Minutes
Course Content:
The definition of ‘prioritising’ False prioritising and false urgency
Basic prioritisation Prioritisation tools
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.
Course Code: T4BMS12 Duration: 1 hour
Course Content:
Define the term ‘delegation’ Describe the key elements of successful delegation and how
to put them into practice
List and describe the benefits of delegation to the manager,
the delegate and the organisation
Look at opportunities for delegation
Explain the link between delegation and coaching Describe the steps necessary to successfully manage the
delegation process
Describe the barriers to delegation and how to avoid them
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.
Course Code: T4BMS07
Duration: 45 Minutes
Course Content:
How job analysis is used and why it is important The benefits of a person specification
Content of job analysis The key content of a person specification
Using job analysis to aid diversity and avoid discrimination Essential and desirable criteria
Why job descriptions are important Avoiding discrimination within a person specification
The key elements of a job description
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Business Skills
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.
Course Code: T4BBUS06 Duration: 45 Minutes
Course Content:
Interruption logging Dealing with uncontrollable interruptions
Reducing the disruptions Reducing the disrupting effects of the working environment
Operating an open door policy properly Keeping focused at work
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.
Course Code: T4BMS04 Duration: 45 Minutes
Course Content:
The part ongoing appraisal plays in organisational
performance management
How ongoing appraisal works
The performance management process
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.
Course Code: T4BMS14 Duration: 45 Minutes
Course Content:
The key elements of an effective meeting Identifying meeting participants
Meeting objectives Preparing for a meeting
Planning an agenda Chairing a meeting
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.
Course Code: T4BBUS05 Duration: 45 Minutes
Course Content:
What we mean by planning and scheduling How to use a ‘to-do’ list
The reasons for, and benefits of, keeping an activity log The key features of an effective scheduling tool
How to create an activity log How to schedule tasks and activities
The purpose of a ‘to-do’ list
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Business Skills
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.
Course Code: T4BMS02 Duration: 45 Minutes
Course Content: Preparing Yourself – Performance Against Objectives
Why Preparation is Important – The Appraiser Preparing Yourself – Training
Why Preparation is Important – The Appraisee to the
Individual Planning Your Appraisal Discussions
Preparing the Appraisee The Appraisal Environment
Self-Assessment
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 amount 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.
Course Code: T4BMS09 Duration: 45 Minutes
Course Content:
Shortlisting Interviews
Assessment centers The Offer
Psychometric testing Practical tests
Making the decision References
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.
Course Code: T4BMS05 Duration: 45 Minutes
Course Content:
The Role of Objectives Barriers to Objective Setting
Management by Objectives Creating SMARTER Objectives
Types of Objective
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.
Course Code: T4BMS03 Duration: 45 Minutes
Course Content
The Structure of the Appraisal Discussion Starting the Appraisal Discussion
Agreeing Smarter Objectives Rating and Assessment
Creating a Discussion – Asking Questions Reviewing Objectives
Closing the Appraisal Discussion Getting into Feedback
Creating a Discussion – Listening Giving Feedback
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Business Skills
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.
Course Code: T4BBUS03 Duration: 45 Minutes
Course Content:
Why you should set goals How to use SMARTER goals
How to set goals Common goal-setting mistakes
How to stay on course What to do when you achieve your goals
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 Duration: 45 Minutes
Course Content:
Reasons for recruitment Attraction
The four stages of the recruitment process Selection
The recruitment process: Appointment
Role definition
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.
Course Code: T4BMS11 Duration: 45 Minutes
Course Content:
What does a coach do? Desired coaching outcomes
Key coaching behaviors Deciding the coaching goals
The benefits of 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.
Course Code: T4BMS15 Duration: 45 Minutes
Course Content:
Why dealing with the problem is important Positive and negative conflict
Some typical negative meeting behaviors and how to deal
with them
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Certification Courses
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 Agile Project Management (AgilePM) Foundation digital course has been fully accredited and will prepare
you for the formal examination.
Target Audience:
With a clear, concise and detailed perspective on project productivity, the Agile PM certification is useful to all candidates and
competency levels ranging from highly experienced project managers to those new to the industry.
For more information, please go our website at www.orionelearning.com
Course Code: PMAPMF
Duration: Approximately 10 Hours
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.
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 23 courses covering the following learning outcomes targeted to a contact center agent:
Professionalism Communication Skills
Technology Skills Health & Safety
Operations
Benefits:
ISO Certification program Professional Designation
Accredited curriculum Comprehensive competency based learning
Creates competitive edge Enhances career path
Up to 12 months to complete the program No final examination
For more information, please go our website at www.orionelearning.com
Course Code: CCCA
Duration: Approximately 63 Hours
Certified Contact Center Supervisor (CCCS)
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 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:
Professionalism Communication Skills
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Certification Courses
Technology Skills Health & Safety
Monitoring & Leading Operations Basic Human Resources
Benefits:
ISO Certification program Professional Designation
Accredited curriculum Comprehensive competency based learning
Creates competitive edge Enhances career path
Up to 12 months to complete the program No final examination
For more information, please go our website at www.orionelearning.com
Course Code: CCCS
Duration: Approximately 57 Hours
Certified Customer Service Agent (CCSA)
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 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.
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 22 courses covering the following learning outcomes targeted to a customer service agent:
Professionalism Communication Skills
Technology Skills Health & Safety
Operations
Benefits:
ISO Certification program Professional Designation
Accredited curriculum Comprehensive competency based learning
Creates competitive edge Enhances career path
Up to 12 months to complete the program No final examination
For more information, please go our website at www.orionelearning.com
Course Code: CCSA
Duration: Approximately 52 Hours
Certified Customer Service Supervisor (CCSS)
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 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.
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 20 courses covering the following learning outcomes targeted to a customer service supervisor:
Professionalism Communication Skills
Technology Skills Health & Safety
Monitoring & Leading Operations Basic Human Resources
Benefits:
ISO Certification program Professional Designation
Accredited curriculum Comprehensive competency based learning
Creates competitive edge Enhances career path
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Certification Courses
Up to 12 months to complete the program No final examination
For more information, please go our website at www.orionelearning.com
Course Code: CCSS
Duration: Approximately 48 Hours
Certified Customer Service Manager (CCSM)
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 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.
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 customer service manager:
Professionalism Communication Skills
Technology Skills Health & Safety
Operational Leadership Human Resources
Benefits:
ISO Certification program Professional Designation
Accredited curriculum Comprehensive competency based learning
Creates competitive edge Enhances career path
Up to 12 months to complete the program No final examination
For more information, please go our website at www.orionelearning.com
Course Code: CCSM
Duration: Approximately 49 Hours
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.
What You Will Learn:
The Change Management context
Learning and the individual
Change and the individual
Change and the organization Part 1
Change and the organization Part 2
Stakeholder engagement
Communication and Engagement
Change Impact
Change readiness
Exam technique
Mock Exam simulator
Target Audience:
The Change Management qualification is aimed at anyone involved in change at any level within the organization:
Change Leaders (Senior Responsible Owners)
Change Managers
Portfolio Managers
Organizational Development Managers
Change 'Agents' (Business Change Managers)
For more information, please go our website at www.orionelearning.com
Course Code: PMCMF
Duration: Approximately 12 Hours
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Certification Courses
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
Target Audience:
This course requires no prior knowledge or experience and is designed for non-financial managers at all levels. It is ideal for:
Project Managers
IT Managers
Service Support Managers
Consultants
New Graduates
All Support Staff
For more information, please go our website at www.orionelearning.com
Course Code: PMFFNFM
Duration: Approximately 12 Hours
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.
What You Will Learn:
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
Target Audience:
Anyone who requires a basic understanding of the ITIL Framework and how it may be used to enhance the quality of IT Service
Management within an organisation.
IT Professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and
thereafter contribute to an ongoing service improvement programme.
For more information, please go our website at www.orionelearning.com
Course Code: PMITILF
Duration: Approximately 10 Hours
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Certification Courses
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.
Target Audience:
Members of management boards and directors of change
Senior Responsible Owners (SROs)
Portfolio, Programme, Project, Business Change and Benefits Managers
Business Case Writers
Project Appraisers
Business Process Owners
For more information, please go our website at www.orionelearning.com
Course Code: PMMOPF
Duration: Approximately 12 Hours
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
Approach
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.
What You Will Learn:
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.
Target Audience:
Corporate Managers
Programme Managers
Project Managers
Operational Managers
All other personnel who have an interest or responsibility for the Management of Risk within their organization.
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Certification Courses
For more information, please go our website at www.orionelearning.com
Course Code: PMMORF
Duration: Approximately 12 Hours
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
What You Will Learn:
The main body of the course consists of eleven sessions which covers MoV®:
Principles
Processes
Techniques
Approach & Implementation
Environment
Embedding MoV®
Guidance Appendices
Target Audience:
Corporate Managers
Programme Managers
Project Managers
Operational Managers
All other personnel who have an interest or responsibility for the Management of Value within their organization.
For more information, please go our website at www.orionelearning.com
Course Code: PMMOVF
Duration: Approximately 8 Hours
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.
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Certification Courses
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.
What You Will Learn:
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
Target Audience:
Newly appointed Programme Managers who may have a background in managing projects but have not previously operated in a
transformational change environment
Senior Managers who will sponsor the change, or perhaps be held accountable for its success
Operational Managers charged with embedding the change in their area
Operational staff undertaking a role in the programme or related projects
Programme office staff (PMO) wishing to build upon their project management knowledge
Experienced Project Managers
Those seeking a professional qualification in programme management.
For more information, please go our website at www.orionelearning.com
Course Code: PMMSPF
Duration: Approximately 10 Hours
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.
What You Will Learn:
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
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Certification Courses
Target Audience:
Newly appointed Programme Managers who may have a background in managing projects but have not previously operated in a
transformational change environment
Senior Managers who will sponsor the change, or perhaps be held accountable for its success
Operational Managers charged with embedding the change in their area
Operational staff undertaking a role in the programme or related projects
Programme office staff (PMO) wishing to build upon their project management knowledge
Experienced Project Managers
Those seeking a professional qualification in programme management
For more information, please go our website at www.orionelearning.com
Course Code: PMMSPP
Duration: Approximately 15 Hours
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
What You Will Learn:
Course Introduction
PRINCE2® Overview & Principles
PRINCE2® Processes
PRINCE2® Themes Part 1
PRINCE2® Themes Part 2
Case Study
PRINCE2® Exam Technique
Target Audience:
Individuals looking to start a career in Project Management and PRINCE2® environment
New or experienced project staff
Consultants/Contractors who need a fast, flexible training course
People who wish to progress up to Practitioner level
Project team leads and their staff
For more information, please go our website at www.orionelearning.com
Course Code: PMP2F
Duration: Approximately 10 Hours
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
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Certification Courses
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® 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
What You Will Learn:
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
Target Audience:
Individuals looking expand career in Project Management and PRINCE2® environment
Experienced project staff
Consultants/Contractors who need a fast, flexible training course
People who wish to progress up to Practitioner level
Project team leads and their staff
Project Directors and above
For more information, please go our website at www.orionelearning.com
Course Code: PMP2P
Duration: Approximately 15 Hours
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:
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Certification Courses
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
What You Will Learn:
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?
Target Audience:
This course has been designed for anyone who is sponsoring or is about to become the sponsor of and accountable for, a Change
Programme or Project and is applicable to any individual or organization wishing to ensure that their business change leaders have a
comprehensive understanding of their roles and responsibilities. It would be particularly relevant to:
Senior Responsible Owners
Project Sponsors
Project Executives
Programme Directors
Departmental Directors
For more information, please go our website at www.orionelearning.com
Course Code: PMPPS
Duration: Approximately 8 Hours
APM Project Fundamentals Qualification
The Association of Project Management 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.
What You Will Learn:
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
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Certification Courses
Quality Management
Managing Procurement
Managing People
Closing Down a Project
Exam Technique
Mock Exam Simulator
Target Audience:
New hire employees
New or experienced employees with limited or no project management experience
Individuals looking to improve their project management skills
For more information, please go our website at www.orionelearning.com
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.
What You Will Learn:
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
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Certification Courses
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
Target Audience:
The PMP certification recognizes demonstrated competence in leading and directing project teams. If you’re an experienced
project manager looking to solidify your skills, stand out to employers and maximize your earning potential, the PMP® credential is the
right choice for you.
For more information, please go our website at www.orionelearning.com
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
What You Will Learn:
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
Target Audience:
Business Analysts
Project Analysts
Project Team Leads
Project Managers
Project Directors
PMO Support Staff
Senior Business Leaders
Project Sponsors
Project Management Support Staff
Individuals looking expand career in Project Management and PRINCE2® environment in or with a PMO
Experienced project staff
Consultants/Contractors
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Certification Courses
For more information, please go our website at www.orionelearning.com
Course Code: PMP3OF
Duration: Approximately 12Hours
Software Testing - Beginner
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
What You Will Learn:
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
Target Audience:
Project managers
Quality managers
Software development managers
Business analysts
IT directors
Management consultants
For more information, please go our website at www.orionelearning.com
Course Code: PMSTF
Duration: Approximately 10 Hours
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
What You Will Learn:
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Certification Courses
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
Target Audience:
Project managers
Quality managers
Software development managers
Business analysts
IT directors
Management consultants
For more information, please go our website at www.orionelearning.com
Course Code: PMSTI
Duration: Approximately 10 Hours
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Certification Examinations
Orion Learning is an authorized invigilator international certification examinations by PeopleCert and APMG International. These two (2)
global examination institutes deliver examinations to customers globally, every day. This is a huge value to all of our clients who are
pursuing a certification qualification and need to write the associated certification examination.
We offer certification examinations up to three (3) ways which are via:
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.
Web Proctored, Online* & Paper* examinations are offered for the following:
PRINCE2® Foundation
PRINCE2® Practitioner
ITIL® Foundation
MoP® Foundation
M_o_R® Foundation
MoV® Foundation
MSP® Foundation
MSP® Practitioner
P3O® Foundation
Agile Project Management
Change Management
APM Project Fundamentals Qualification
Paper* examinations are offered for:
Finance for non-Financial Managers
Programme & Project Sponsorship
Software Testing - Beginner
Software Testing - Intermediate
* Additional charges apply for Online and Paper examinations. Please contact Orion Learning for more details.
Before you take the exam, you need to:
Check that your system is compatible with Exam Shield by visiting http://www.peoplecert.org/en/Candidates/Test-it-before-you-
take-it/Pages/test-it-before-you-take-it.aspx.
Have a valid photo ID available, such as National ID card, passport, driving license, military card, employer identification card (in
English), Academic ID, as your web proctor will need to verify your ID before you begin your exam.
Disable any Virtualization Software such as VMware, Virtual PC, VirtualBox or Sandbox during the exam. For exam security reasons,
the Exam Shield cannot run through any virtualization software. You should also close any applications that might affect the exam
process, such as web browsers, chat, desktop sharing and mail clients applications.
Ensure that your computer meets the following system requirements:
For Windows:
Windows® 8, Windows® 7, Windows® Vista, Windows® XP SP 2 or higher
Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
An active Full-Time/Broadband internet connection of at least 4Mbps
16-bit monitor (at least 15") with screen resolution 1024 x 768 or higher
Keyboard and mouse or other pointing device
A single web camera (embedded or external) you can rotate
Speakers and microphone (the use of headsets is not allowed)
For Mac:
OSX Lion, Mountain Lion, Mavericks or Yosemite version installed.
Mac compatible web camera and microphone (for Mac Mini and Mac Pro)
An active Full-Time/Broadband internet connection of at least 4Mbps
Keyboard and mouse or other pointing device
Speakers and microphone (the use of headsets is not allowed)
On the day of the exam, please ensure:
You have your photo ID available.
You can rotate your webcam 360 degrees.
No additional camera or screen is connected to your computer.
You are the only person in the room throughout the exam session.
There is no background noise in the room.
There is adequate light in the room, but no direct light towards the web camera.
Your desk is clean.
All phones are deactivated.
Availability
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Certification Examinations
Web Proctored exams can be taken 24 hours a day, seven days a week. During your exam, you will be connected to a live person who
will be there to guide you through the process and assist with any technical issues. Online and Paper invigilated exams are scheduled by
contact Orion Learning at [email protected].
Results:
Please note that your results will not be confirmed until the footage of your examination has been reviewed. The result that appears at the
end of your exam is a preliminary result only and is subject to the review process. If no breaches or concerns are identified, your results will
be issued to you within 10 working days.
For more information or to book your Remote Web Proctored exam 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 exam you are inquiring about and describe the details of what you require. We will review your request and contact you.
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Contact Center
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.
Chapter 1: Information Use in Contact Centers
Chapter 2: Managing Customer Data
Chapter 3: Business Documentation
Course Code: TECH502 Duration: 2 hours
Course Content:
What is information? Data integrity
Information used in contact centers Editing and updating customer information
Key information locations Creating transactional functions
Customer data Searching databases for customer accounts
Information management Validating customer identity
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.
Chapter 1: Telephony Systems
Chapter 2: Contact Center Systems
Course Code: TECH503 Duration: 2 hours
Course Content:
Basic telephony systems Quality control monitoring
Interactive voice response Workforce management systems
Private branch exchange Email management
Computer telephony integration Statistics management systems
Automatic call distribution Report management
Predictive dialers
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.
Chapter 1: Time Management in the Contact Center Environment
Chapter 2: Organization and how to Manage Tasks
Course Code: CTM200 Duration: 2 hours
Course Content:
Agent schedule adherence in the achievement of service
level Email organization
Factors and strategies affecting average handle time The four levels of delegation
Strategies for reducing after-call work How to say no
Getting organized at work
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Contact Center
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.
Chapter 1: Types of Contact Center
Chapter 2: Contact Center Pressures
Chapter 3: Telephony and Telephone Systems
Chapter 4: Quality Monitoring
Chapter 5: Contact Center Terminology
Course Code: CCE200 Duration: 8 hours
Course Content:
In-bound and out-bound contact centers Telephony
In-house and outsourced contact centers Call routing
Virtual contact centers Agent states
Workspace Introduction to quality monitoring
Supervision How is quality monitored?
Meeting metrics CRM
Difficult customers KMS
Dealing with rejection Network Operations
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
Course Content:
Principles of PIPEDA Provincial Law
Responsibilities and Accepted Procedures – Privacy
Breaches
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Customer Service
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!
Chapter 1: Quality Customer Service
Chapter 2: Customer Retention
Chapter 3: Relationship Building
Course Code: CSS300 Duration: 2 hours
Course Content:
What is quality customer service? Your role in customer acquisition and retention
Job satisfaction Communication styles
Developing job skills How to be likeable
Customer retention Empathy
Why is customer retention important? The power of positivity, decisiveness, and helpfulness
Why companies lose customers
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
Course Content:
Introduction: policy and procedure Why follow procedures
Escalation: interpreting policy and procedure
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
Course Content:
Using Customer History Methods for determining the root cause of customer
dissatisfaction
Root cause of customer dissatisfaction Customer needs: P.R.I.D.E. introduction
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.
Chapter 1: Elements of Active Listening
Chapter 2: Core Issues Related to Listening
Chapter 3: Overcoming Listening Issues and Applying Active Listening
Course Code: COM100 Duration: 8 hours
Course Content:
Introduction to active listening Workplace barriers
Attending skills Perceptions
Following skills Root cause analysis
Reflecting skills Overcome listening barriers
General types of listening barriers Active listening
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Customer Service
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
Course Content:
Evaluating customer service Performance reviews
Evaluating and monitoring customer service
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).
Chapter 1: Different Types of Difficult Customers
Chapter 2: Handling Hostile Customers
Chapter 3: Problem Resolution
Chapter 4: Escalation Procedures
Chapter 5: Calming Customer Emotions
Chapter 6: Techniques for Handling Agents’ Emotions
Course Code: CSS302 Duration: 4 hours
Course Content:
Complaints Time-driven and event escalation
Types of difficult customers Escalation procedure practice
Hostile customers The C.A.R.P. method
Creating a customer log 12 steps to diffusing a hostile customer
Dealing with abusive customers Dealing with abuse
Types of hostile and abusive customers Tools for reducing conflict
Problem resolution resources Discussion to conflict
Common problem resolution techniques Employee stress
Problem solving stages Understanding anger
Customer history related to current issues Learning to cope
Problem escalation procedure Coping practice
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
Course Content:
Rebuilding relationships: why? Rebuilding trust
Service recovery process introduction
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
Course Content:
The Kano Model Validating customer needs
Recognizing customers’ unstated needs Meeting customer needs
Another unstated need: consistency Determining service options
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Customer Service
How to identify customer needs
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.
Chapter 1: Information Gathering Techniques
Chapter 2: Questioning Techniques
Chapter 3: Speaking Style
Chapter 4: Summarization to Confirm Accuracy
Course Code: COM101 Duration: 8 hours
Course Content:
Introduction to information gathering Speaking characteristics
The purpose of the interview Telephone voice
Introduction to questioning Summarization introduction
Types of questions Steps to conversation summarization
Contact center practical tips for effective questioning Summarizing technical instructions
Introduction to the voice
Written Communication
Chapter 1: The Importance of Reading and Writing Skills
Chapter 2: Creating Case Notes
Chapter 3: Simplifying Written Communication
Chapter 4: General Business Writing Skills
Chapter 5: Corporate Internal Correspondence
Course Code: COM102 Duration: 8 hours
Course Content:
Reading skills Writing clearly
Writing skills Writing concisely
Introduction to case notes Writing completely
Summarizing for case notes Reading skills
Creating case notes Writing skills
Summarizing written communication Introduction to case notes
Steps to summarize written communication
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Health and 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
Course Content:
Why slips, trips and falls are an issue for everyone Preventing slips, trips and falls:
What the law says Safety precautions
How slips, trips and falls happen Ear plugs and defenders
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.
Course Code: T4BHS07 Duration: 1 hour
Course Content:
Why health and safety management is important The 5-stage framework
Legal considerations
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.
Course Code: T4BHS15 Duration: 1 hour
Course Content:
What is a hazard? What is risk?
The different types of workplace hazard The risk assessment process
Hidden hazards
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.
Course Code: T4BHS16 Duration: 1 hour
Course Content:
Module 1 • Asbestos – What it is, Where it is Found and the
Danger it Presents
Module 3 • Personal and Respiratory Protective Equipment
Module 2 • Asbestos and the Law Module 4 • Safe Working Procedures with Asbestos
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Health and Safety
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.
Course Code: T4BHS18 Duration: 1 hour
Course Content:
Module 1 • Asbestos – What it is, Where it is Found and the
Danger it Presents
Module 2 • Asbestos and the Law
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.
Course Code: T4BHS05 Duration: 1 hour
Course Content:
Why slips, trips and falls are an issue for everyone Preventing slips, trips and falls:
What the law says Safety precaution
How slips, trips and falls happen Ear plugs and defenders
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.
Course Code: T4BHS19 Duration: 1 hour
Course Content:
What is COSHH? Safety Data Sheets
Substances Hazardous to Health The COSHH 8 step process:
How Substances Cause Harm How REACH operates
Recognising Hazardous Substances
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.
Course Code: T4BHS02 Duration: 1 hour
Course Content:
The legal requirements Using display screens safely
Sitting safely whilst working with display screens Using the mouse and keyboard safely
Arranging the working environment Safe use of laptop computers
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Health and Safety
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.
Course Code: T4BHS21 Duration: 1 hour
Course Content:
Employer and employee responsibilities Fire doors
Fire risk and flammable substances Safe evacuation procedures
Fire risk and electricity Action if trapped by a fire
Good housekeeping Dealing with fire casualties
Fire, Safety 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 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 fi re safety in
the workplace.
Course Code: T4BHS03 Duration: 1 hour
Course Content:
Employer and employee responsibilities Correct use of fire extinguishers
Fire risk and flammable substances Safe evacuation procedures
Fire risk and electricity Action if trapped by a fire
Good housekeeping Dealing with fire casualties
Fire doors
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 Duration: 15 Minutes
Course Content:
Key stages for effective hand washing/hygiene
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.
Course Code: T4BHS06 Duration: 1 hour
Course Content:
Understanding stress The causes
The consequences Managing the causes
Recognising the symptoms Stress control techniques
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Health and Safety
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.
Course Code: T4BHS23 Duration: 1 hour
Course Content:
The legal risk assessment requirements relating to workplace
transport
The importance of ‘raising awareness’ of workplace
transport health
The concept of ‘organising for safety’ Eliminating or reducing the risks arising from transport hazards
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.
Course Code: T4BHS17 Duration: 1 hour
Course Content:
What is bullying? The legal position
Forms of bullying Taking action
Organisational factors The results of bullying: individuals
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.
Course Code: T4BHS14 Duration: 1 hour
Course Content:
What do we mean by ‘the environment’? The main causes of pollution
The definition of ‘environmental impact’ The principal sources of pollution
The factors that affect the severity of environmental impacts The three types of waste
The three types of pollution Examples of major environmental impacts
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.
Course Code: T4BHS09 Duration: 1 hour
Course Content:
The importance of risk assessment Hazard removal
Hazard and risk Risk control
Identifying workplace hazards Recording the assessment
Identifying those at risk Ongoing risk review
Evaluating levels of risk
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Health and Safety
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.
Course Code: T4BHS08 Duration: 1 hour
Course Content:
What is RSI? How to prevent RSI
What are the causes of RSI? Desk-top stretches - animated exercises
What are the symptoms of RSI?
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.
Course Code: T4BHS04 Duration: 1 hour
Course Content:
The law and manual handling Safe lifting technique
Strategies for avoiding manual handling Handling awkward loads
Reducing the risk of injury by assessing: Risks in the office environment
How the back works
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!
Course Code: T4BHS22 Duration: 1 hour
Course Content:
What is meant by ‘workplace transport’ The most common causes of transport accidents
The importance of ‘safe site’, ’safe vehicle’ and ‘safe driver’
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
Course Code: T4BHS20 Duration: 1 hour
Course Content:
What is a Confined Space? Safe Systems of Work
The Dangers of Confined Spaces Emergency Procedures
The Legal Position
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Health and Safety
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.
Course Code: T4BHS11 Duration: 1 hour
Course Content:
The types of harm arising from electric shock How electrical overheating occurs
How electrical risks arise Preventing electrical overheating
Controlling electrical risks
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.
Course Code: T4BHS12 Duration: 1 hour
Course Content:
Hazardous substances: Identification
What are they? Safety precautions
Their effects Dealing with spillages
How substances become hazardous The importance of first aid
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.
Course Code: T4BHS10 Duration: 1 hour
Course Content:
The effects of noise Levels of risk
The two metre rule Safety precautions
How your hearing works Ear plugs and defenders
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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
Course Content:
Desktops vs. laptops Situational advantages and disadvantages of different
devices
Laptops vs. mobile devices Comparing different types of mobile devices
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
Course Content:
How the major components of a computer interact Buses
Functions of the Central Processing Unit Computer communications
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
Course Content:
Computers and computer hardware Storage media
Core components Peripheral devices
The Central Processing Unit
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
Course Content:
Networking technologies Password security
Computer networks Firewall technologies
Network security risks
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
Course Content:
Operating systems defined Functions of operating systems
Types of operating systems Historical overview of operating systems
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Help Desk
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
Course Content:
Types of software Computer platforms
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
Course Content:
Read only and random access memory Floppy disks and CD/DVD storage
Storage hierarchy, memory management, and virtual
memory
USB and other flash memory devices
Registers and caches Cloud storage
Hard disk drives
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.
Course Code: TECH501 Duration: 2 hours
Course Content:
What is CRM? Future trends of CRM
How CIM relates to CRM How does CRM work?
Functions of CRM and CIM Customer data
Features of a CRM Transactional uses
CRM and the contact centers Basic features of CRM software
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
Course Content:
Primary components Integration
Power and processing Peripherals
Expansion Chips and memory
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Help Desk
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
Course Content:
Types of commonly used desktop operating systems Mac OS X 10.6 Snow Leopard – Install, configure, backup
and restore instructions
General overview of installation, configuration, backup and
restore functions
Linux Ubuntu+ Maverick Meerkat v10.10 – Install, configure,
backup and restore instructions
Windows 7 – Install, configure, backup and restore
instructions
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
Course Content:
IT Disaster Recovery Developing a Disaster Recovery Plan
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.
Course Code: TECH500 Duration: 3 hours
Course Content:
What is the internet? Approved websites and evaluating search results
Search engines Searching a website
Using search engines Information on intranets
Search results Searching intranets
Databases Searching folders
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
Course Content:
Viruses and Malware Phishing and Identity Theft
Social Networking Encryption, Password Creation and Network Security
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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 confidential ity 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
Course Content:
IT Compliance, Professional Behavior and Ethics Customer Confidentiality
Professional Behavior and Netiquette Ethics and Professional Conduct
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
Course Content:
Types of commonly used tablet operating systems Android mobile operating system
Installation and configuration of two major tablet operating
systems
Mac iPhone operating system
Mobile operating systems – hardware, software and usage Windows mobile operating system
Nokia Symbian mobile operating system BlackBerry operating system
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
Course Content:
User interface and shell Device drivers
Boot loader Process manager
File manager Memory manager
The kernel Networks and security
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
Course Content:
Primary peripheral devices (monitor, keyboard, mouse) Specialized peripherals (headset and webcam)
Common household/business peripherals (printer, scanner,
speakers)
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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
Course Content:
Serial and parallel ports USB, FireWire, and PS/2 ports
Audio ports Ethernet ports
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
Course Content:
Importance of maintaining and upgrading operating
systems
Future of operating systems
Issues with upgrading operating systems
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
Course Content:
Common terminology and features of software applications Software suites
Word processing Open-source software applications
Spreadsheets/database management systems Web-based software applications
Presentation software
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
Course Content:
Basic installation processes Software maintenance and updates
Troubleshooting during installation
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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
Course Content:
Performance degradation Diagnostic testing using network and internet utilities
Software information used in diagnostic testing
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
Course Content:
Identifying system requirements for software applications Comparing systems requirements and system specifications
Determining system specifications
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
Course Content:
Basic call flow for technical support Root cause analysis
Common causes of hardware and software problems Confirming resolutions and preventative maintenance
Basic troubleshooting overview
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
Course Content:
Common beep codes and error messages Using manuals and knowledge management systems
Using diagnostics
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Help Desk
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
Course Content:
Drivers Batteries
Video Power and power supply
Audio Internal drives (floppy, CD/DVD, and HDD)
Memory
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
Course Content:
Monitors Cameras
Keyboards and mice Cables
Printers and scanners
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
Course Content:
Operating system related issues Malware related issues
Software issues
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
Course Content:
Wireless connectivity Firewalls
Bluetooth Tethering
Routing
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Human Resources
AODA – Customer Service Compliance for Managers
The Ontario government implemented the Accessibility for Ontarians with Disabilities Act (AODA) in 2005 in order to create a completely
barrier-free Ontario. This course will teach employers of a customer-service based organization what they must do so people with disabilities
are able to freely access their goods and services. Specific topics in this course are: the requirements of AODA, the purpose of AODA, four
principles on which AODA is based, establishing policies, practices and procedures, service animals, the exclusion of service animals by other
laws, support persons, notices for service disruptions, the feedback process, and AODA documentation.
Course Code: AODA101 Duration: 1 hour
Course Content:
What is AODA? Service animals
Who must comply? Support persons
When must I comply by? Posting notices for service disruptions
What are the requirements of AODA? Notice template
Foundation of the policies Feedback process
Policies, practices and procedures Required documentation
Assistive devices
AODA – Customer Service Training
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: AODA102 Duration: 1 hour
Course Content:
Barriers vs. disabilities Mental health disabilities
The Four Principles of AODA Intellectual or developmental disabilities
What is AODA? Learning disabilities
Purpose of AODA Speech or language impairment
Requirements of the customer service standard Commonly used assistive devices
Vision loss Interacting with people who use an assistive device
Dead, deafened, oral deaf, or hard of hearing Interacting with people who have a service animal
Deafblind Interacting with people who have a support person
Physical disabilities
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
Course Content:
What is diversity? Experience with stereotypes
Terms related to diversity Politically correct words
Diversity self-awareness inventory The stop technique
Cornerstones of diversity Contributing to a diverse workplace
What are stereotypes? Handling discrimination
Common phrases and the stereotype behind them
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Human Resources
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
Course Content:
What is diversity? Politically correct word
Terms related to diversity The stop technique
Diversity self-awareness inventory Contributing to a diverse workplace
Cornerstones of diversity Handling discrimination
What are stereotypes? Pitfalls that discourage diversity
Common phrases and the stereotype behind them Managing a diverse workforce
Experience with stereotypes Dealing with discrimination
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
Course Content:
Canada Food Guide Coping with stress
Portion control The Employee Assistance Program
Nutrition labels Issues with work-life conflict
Benefits of physical activity How do you know if you have work-life balance?
Types of exercise Five phases of achieving work-life balance
Barriers to physical activity Consequences of work-life imbalance
Tips for getting and staying active Getting support from your employer
Characteristics of mental health Sitting and working at a computer
Practicing mental fitness Proper laptop use
Positive vs. negative stress Taking ergo breaks
Signs and symptoms of stress Environmental concerns
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 components 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
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Human Resources
Course Content:
Understand the definition of “High Performer” Learn interviewing Best Practices
Understand HOW High Performers achieve better results Learn the key to assessing motivation – correctly!
Identify the 3 components inherent in ALL High Performers Learn how to write GREAT interview questions and practice
Learn the connection between Attitude and Achievement Determine a candidate’s “predominant” response towards
obstacles
Learn the science behind Attitude: Locus of Control Understand the “Interview Relationship”
Learn the power of Passion as a natural motivator Learn techniques to get your candidate’s guard down and
talking more freely
Learn the importance of staying objective Learn the recommended MBI standard for hiring High
Performers
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
Course Content:
The process of perception and how to make sense of
information
How categorizing, homogenizing, and differentiating are
elements of forming and maintaining a social identity
How the perception process allows us to gather, filter, and
interpret information, as well as overcome any problems
Stereotyping, or assigning traits to individuals based on their
membership in a social group
Selective attention and how it helps us focus on relevant
information
The difference between a self-serving bias and a
fundamental attribution error
How information is filtered by various internal and external
factors and how we ignore information contrary to our values
and assumptions
The effects of self-fulfilling prophecies in the workplace
When assumptions are made How lessons about perception must not only be learned, but
also applied
Categorical thinking based on similarity and proximity How self-awareness and training can be used to reduce
perceptual biases
How mental models can be used to connect events and
develop expectations
How understanding your values, beliefs, and prejudices can
help reduce your perceptual biases
How people join groups and organizations to help them
define who they are
How meaningful interaction can help reduce perceptual
biases
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
Course Content:
The meaning of power Influence tactics
The different types of power that can influence your
workplace
Employee empowerment and the benefits it brings to the
workplace
Factors that affect power in the workplace Different responses to influence tactics based on how the
tactic is presented
The effect that different types of influence tactics have on
power dynamics and work relationships
The impact of organizational and office politics and how to
minimize their negative impact
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
Course Content:
Violence in the workplace Work refusal
Why workplace violence occurs Responding to violence
Managing anger Immediate and future responses to violence
Common phrases and the stereotype behind them Responsibilities of the violence response team
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Human Resources
Communicating effectively Legal requirements of employers
Problem-solving tools Effective hiring practices
Workplace health and safety roles Workers with a history of violence
Workplace policy and training Workplace design and security
Assessing the risk of workplace violence
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
Course Content:
Violence in the workplace Responsibilities of the violence response team
Why workplace violence occurs Legal requirements of employers
Managing anger Effective hiring practices
Common phrases and the stereotype behind them Workers with a history of violence
Communicating effectively Workplace design and security
Problem-solving tools Developing an emergency response plan
Workplace health and safety roles Developing a threat response process
Workplace policy and training Interviewing alleged perpetrators
Assessing the risk of workplace violence Threat analysis
Work refusal Analyzing impact
Responding to violence Communicating about violent incidents
Immediate and future responses to violence
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
Course Content:
Gaining an understanding of how work is organized and
divided up in an organization
How to change and strengthen organizational culture
Different methods of coordinating labour and when each is
most likely used
An introduction to Lewin’s Force Field Analysis Model and
how it relates to organizational change
The elements of organizational culture The importance of minimizing employee resistance to
change and some tips on how to accomplish that
The functions of organizational culture Two different approaches to examining how well your
organization is handling organizational change
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
Course Content:
Definitions of harassment Protecting yourself from harassment
Types of harassment Strategies that don't work
A closer look at sexual harassment Saying "no" effectively
The importance of understanding harassment What to do if you witness harassment
Elements of a workplace harassment policy What to do if a complaint is filed against you
Complaint procedures The basics of mediation
Workplace Harassment for Employers
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Human Resources
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
Course Content:
Definitions of harassment What to do if a complaint is filed against you
Types of harassment The basics of mediation
A closer look at sexual harassment Legal requirements of employers
The importance of understanding harassment Other harassment prevention strategies
Elements of a workplace harassment policy Addressing a complaint
Complaint procedures False complaints
Protecting yourself from harassment Investigating a complaint
Strategies that don't work Mediation
Saying "no" effectively Possible outcomes to an investigation
What to do if you witness harassment
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
Course Content:
What is WHMIS? WHMIS Documents
Warning Signs
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
Course Content:
What is WHMIS? WHMIS Documents
Warning Signs Complying with WHMIS
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
Course Content:
Types of workplace hazards Responding to accidents
A culture of safety Documenting accidents
Worker rights Members of the committee
Joint health and safety committee Meeting structure
Hazard identification Employer responsibilities
Hazard resolution More employer duties according to the OHSA
Duties of workplace parties Workplace safety and insurance board (WSIB)
People at increased risk Implementing a safety program
Safety plan basics Hiring for safety
Accidents versus incidents
Workplace Safety for Employers
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Human Resources
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
Course Content:
Types of workplace hazards Documenting accidents
A culture of safety Members of the committee
Worker rights Meeting structure
Joint health and safety committee Employer responsibilities
Hazard identification More employer duties according to the OHSA
Hazard resolution Workplace safety and insurance board (WSIB)
Duties of workplace parties Implementing a safety program
People at increased risk Hiring for safety
Safety plan basics Inspections
Accidents versus incidents Investigations
Responding to accidents
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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
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Languages
Language Talk Now! Talk More! Talk The Talk! Talk Business!
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
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Languages
Language Talk Now! Talk More! Talk The Talk! Talk Business!
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
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Languages
Language Talk Now! Talk More! Talk The Talk! Talk Business!
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
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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
Course Content:
An explanation of why performance appraisals aren’t
popular amongst both employees and leaders alike
The main topics that should be included in the development
of a performance appraisal document template
An effective way to address employee concerns about
performance appraisals
How to monitor and modify workplace behavior after
conducting performance appraisals to help your employees
stay on track and meet their goals
How to make performance appraisals defensible (and the
importance of doing so)
Strategies to conduct a successful performance appraisal
meeting
The benefits of performance appraisals Constructive listening during a performance appraisal
Common mistakes made when conducting performance
appraisals
The importance of asking questions to gain more information
during a performance appraisal
What the performance management process consists of As a leader, having the ability to accept criticism that an
employee gives you during his or her performance appraisal
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
Course Content:
Benefits and barriers of Teamwork Characteristics of effective Teams
Models of workplace teams The TORI model of team building Team player types
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.
Course Code: T4BHS22 Duration: 1 hour
Course Content:
What coaching is in the context of a workplace The need for challenging skills as a component of your
coaching practice
Two styles of coaching How feedback and coaching work together
What learning styles are and how they contribute to being
an effective coach
Types of feedback models and knowing how and when to
use which one
The 6 key adult learning principles Some useful tips that experienced leaders use when giving
feedback
The impact that effective interpersonal communication skills
has on the success of the coaching you provide
How to avoid the top 8 mistakes when delivering feedback
The importance of coaching follow-up and helping skills How to handle negative reactions to the delivery of
negative feedback How mentoring and teaching skills can improve the success
of your team
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Leadership
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
Course Content:
Solutions to common causes of employee absenteeism and
the organization’s rights when dealing with the issue
Examples of employee behavior requiring disciplinary action
and how such actions should be carried out
The benefits of diversity development and an explanation of
how to properly handle discrimination complaints
The common reasons for laying off employees and what
laws and procedures should be followed throughout the
process.
How to protect your employees’ privacy using the 10
principles of privacy protection and applicable laws
Specific methods used to terminate employees in a
respectful and law abiding way
An explanation of which forms of compensation and
benefits are mandatory and which are discretionary
How to design exit interviews that provide an organization
with valuable information pertaining to an employee’s time
with the organization and reasons for leaving How performance reviews can be used to evaluate and
adjust employee behavior
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 workp lace. 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
Course Content:
How to overcome the many physical distractions we
encounter in our work environments
The detrimental effects that communication omissions can
have on individual or team moral
The detrimental effect that occurs in a work culture of poor
listening and miscommunication
How to make effective listening techniques a habit
The negative impressions or perceptions that result from
ineffective listening skills
The role that anxiety has on listening
The difference between hearing and listening and the
resulting outcomes of one over the other
The purpose and benefit of asking well-formed, well-timed
questions
Improving effective listening and the positive impact it can
have on team development and productivity
The (unintended) consequences and benefits of non-verbal
behavior
An explanation of how the listening process, also known as
the communication funnel model, can help with effective
communication
How to improve your listening skills
The specific communication barriers you’re up against on a
daily basis
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
Course Content:
Recognizing signs of conflict A fail-proof conflict resolution method for day-to-day issues
Understanding the differences in types of conflict Two more formalized approaches for conflict resolution
Managing types of group conflict Balancing soft skills associated with conflict resolution
The costs and benefits of workplace conflict Differences between a healthy debate and a dysfunctional
argument
Addressing the five stages of conflict Effective intervention statements
Five effective tips to follow to resolve conflict Understanding anger management
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Leadership
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
Course Content:
How to help employees adapt to change The different types of reactions to change and what you
can do to manage these
The benefits and costs of change The characteristics associated with resiliency to change
Demonstrating how to help employees address their fears
and apprehensions towards new circumstances and ideas
Strategies that can be used to help employees cope with
change
The three-step cycle of the change process How to help employees deal with their anger and stress
The process involved in the adaption of change How to identify and manage negative employee attitudes The problems faced by management during times of
change
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
Course Content:
The definition of delegation – what it is and what it isn’t The problems that can develop when delegation instructions
are not clear
Some general guidelines for what you should and shouldn’t
delegate
How the use of a pre-developed guideline for a delegation
meeting will help to ensure that the task to be delegated is
understood by the employee taking it on
The reasons for which delegation should occur The importance of monitoring the delegated task, using the
agreed upon level of authority
How to determine if a task should be delegated or whether
you should just do it
How and when to provide feedback to an employee to
whom you have delegated a task Selecting the right person to delegate a task to
The importance of preparing for a meeting during which
you’re going to delegate a task to an employee or
employees
The key areas of communication to cover when providing
instructions to an employee during a delegation meeting
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
Course Content:
How generating positive emotions can be beneficial in the
workplace
The factors that can contribute or detract from workplace
commitment
The psychological, behavioral, and physiological effects of
emotions
The differences between affective commitment and
continuance commitment
How emotions can affect a person’s attitudes How affectively committed employees are less likely to quit,
are more motivated, have higher job performance, and
have higher organizational citizenship
How to properly display emotions in the workplace How to build organizational commitment
What emotional intelligence is and how it is displayed The difference between positive and negative stress
The benefits of having a high degree of emotional
intelligence
The psychological consequences of distress in the workplace
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Leadership
There are many factors that contribute to an employee’s
overall job satisfaction
Identifying factors that can cause stress in the workplace
Responses to job dissatisfaction can include absenteeism,
employee stress, poor job performance, and decreased
employee loyalty
Common causes of stress in the workplace, including time
constraints, personal issues, and being overworked
Job satisfaction can be achieved through the rewards and
recognition that comes with increased job performance
How to manage employee stress
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
Course Content:
The costs of hiring mistakes How to avoid bias during interviews
How to conduct job analyses and create position profiles The different types of interview questions and techniques
including behavioral questioning and the critical incident
technique
The repercussions of failing to ask proper interview questions How to use performance assessments
Factors to assess during the hiring process Scoring, recording, and responding to applicant responses
How to create job advertisements and choose the best form
of advertising
How to conduct yourself during an interview
The recruiting and selection process How to deal with difficult applicants
Obstacles to recruiting and hiring Guidelines for checking references
How and why to use a resume screening guide How to adhere to legal standards during the hiring process How to prepare for an interview
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
Course Content:
Common HR-related activities often assigned to non-HR
managers
Different methods for advertising an open position
Indexation and extrapolation forecasting methods used to
determine staffing needs
An example of a resume screening guide that can be used
to evaluate candidates
How to conduct a skills inventory, job analysis, and position
profile when determining what hiring decisions need to be
made to fill vacancies
The benefits of conducting meaningful job interviews in a
welcoming and distraction-free environment
The costs associated with, and alternatives to hiring a new
employee
How the use of behavioral, probing, critical incident
techniques
How to create an effective job advertisement How using a candidate rating guide
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
Course Content:
What accountability is Strategies for creating and sharing ownership of work
A history of accountability Delegation-to strengthen employee accountability
How recent events have further eroded many peoples’
belief
Useful ways to monitor and assess employee accountability
The characteristics of an accountable organization Goals and expectations
Ways to foster and enhance the personal accountability
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Leadership
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
Course Content:
How to reaffirm your commitment to lifelong learning The benefits of directional and consequential thinking
The managerial benefits of personal mastery, values, and
vision
Useful relationship-building and coaching techniques for
managers.
How to foster positive employee mental models and team
learning
Useful tips for problem-solving and stress management
The five-step process involved in building shared visions A useful explanation of SWOT analysis
How to use systems thinking to improve productivity and
performance
How, as a manager, you can use delegation and critical
feedback to increase performance and productivity
How to break destructive cycles of trust with employees Useful strategies for public speaking and communicating
with employees
How to avoid negative responses when implementing
change
How to use leadership to strengthen your management
techniques How time-management and influence is used by successful
managers
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
Course Content:
The collaborative natures of a shared management strategy The activation phase of the shared management model
The three phases of shared management Conducting ongoing employee evaluations
Categories of successful learning when setting employee
goals
Improving performance feedback meetings
The four main categories for successful goal setting Accepting criticism as a manager
Preparing for the performance management process Different types of formal evaluation
Choosing the right candidate for the job The components of an effectively conducted formal
interview
Advantages of classroom-based training Fostering Communication with employees during formal
evaluations
Elements of effective training programs Performance review preparation and follow up
Communication methods for improving coaching
techniques
Properly designing and filling-out performance review forms
Motivational techniques that can be used to improve
performance
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
Course Content:
Talent management and Shared management How talent within an organization should be assessed
The different elements of emotional intelligence How talent review meetings should be conducted
What competency models and clusters are The process and for evaluating a talent management
program
Methods that can be used to identify and classify talent The value of having succession plans
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Leadership
Ways to manage talent and motivate employees The components involved in an effective succession plan
Ways to encourage and foster engagement in the
workplace
How to find, identify, and attract potential external
successors
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
Course Content:
Show you the benefits/drawbacks of different team
formations
Team Player Type - Communicator: Encouraging,
passionate, funny, helpful, impractical, manipulative
Demonstrate problems that teams can face and how they
can be avoided by developing a highly effective team
Team Player Type - Challenger: Truthful, principled, self-
assured, ethical, inflexible, overconfident
Explain barriers to communication and how they can be
avoided using effective listening
Show you how to build better teams using forming, storming,
norming, and performing
Team Player Type - Contributor: Reliable, methodical, well-
organized, realistic, cautious, short-sighted
Explain how the TORI (Trust, Openness, Realization,
Interdependence) model can aid in team building and
management
Team Player Type - Collaborator: Forward-thinking,
supportive, flexible, creative, unrealistic, overly future-
oriented
Explain the value and composition of team contracts
Team Dynamics
;
Course Code: TEA604 Duration: 1 hour
Course Content:
What teams are Team life cycle
Different types of teams Team norms
Advantages and disadvantages of teams within
organizations
Team cohesion
Types of interdependencies Team trust
Sizes of teams Conflict and constraints in team decision making
Composition of teams Team decision making strategies
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
Course Content:
The four stages of team development Team codes of conduct
Things to encourage in a team How healthy teams communicate
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
Course Content:
Time wasters Organizing computer files and email
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Leadership
Procrastination Delegating
Combating procrastination Levels of authority
Setting goals Just saying ‘No’
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
Course Content:
The carrot, whip, and plant techniques for motivating
employees
The role of values in the workplace
The hierarchy of motivational needs The effects of positive and negative feedback
The difference between motivational and maintenance
factors
Creating a motivational environment
Who is responsible for motivational and maintenance factors
within the workplace
Expectancy theory
Fear and desire as personal motivators Sources of motivation
Setting goals using the SMART method Aspects of a motivating job
Setting and developing employee goals Designing motivating jobs
Commonly held values and how they relate to motivation Using different methods to create job motivation
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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
Course Content:
What is body language? Body language and intuition gestures and proxemics
An overview of posture, Practical aspects of body language
An Introduction to Listening
Having completed this course, the learner will be able to:
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
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.
Course Code: T4BCOS05 Duration: 1 hour
Course Content:
The difference between hearing and listening The human communication process The benefits of good listening to the individual, the manager
and the organisation
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 respons ible 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: 1 hour
Course Content:
The purpose of meetings Meeting structure
The benefits and disadvantages of using meetings The key roles of a chairperson
The key features of an effective meeting The key roles of a chairperson
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.
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Management Skills
Course Code: T4BBUS02 Duration: 1 hour
Course Content:
Time management problems – the symptoms Combined discrimination
What is time management? Avoiding procrastination
To-do lists Avoiding task overload
Personal goals Taking breaks
Prioritising tasks Scheduling tasks Managing distractions
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.
Course Code: T4BMS01 Duration: 1 hour
Course Content:
What is Performance Appraisal? Key Elements of an Effective Performance Appraisal
Performance Appraisal - The Benefits to the Individual The Structure of a Performance Appraisal Discussion
Performance Appraisal - The Benefits to the Manager The Importance of Appraisal Skills Performance Appraisal - The Benefits to the Organisation
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.
Course Code: T4BMS08 Duration: 1 hour
Course Content:
The advantages of internal and external recruitment Job advertisements
Selecting an effective attraction method Managing applications Additional methods of attracting candidates
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.
Course Code: T4BCOS07 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 skil ls, 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.
Course Code: T4BBUS01 Duration: 1 hour
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Management Skills
Course Content:
The Role of Objectives Achievable
The Benefits of Objective setting Relevant
Getting started with Objective setting Time-Limited
Writing SMARTER Objectives Extending
Specific Rewarding
Measurable Analysing Objectives
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.
Course Code: T4BBUS04 Duration: 1 hour
Course Content:
The definition of ‘prioritising’ False prioritising and false urgency
Basic prioritisation Prioritisation tools
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.
Course Code: T4BMS12 Duration: 1 hour
Course Content:
Define the term ‘delegation’ Describe the key elements of successful delegation and how
to put them into practice
List and describe the benefits of delegation to the manager,
the delegate and the organisation
Look at opportunities for delegation
Explain the link between delegation and coaching Describe the steps necessary to successfully manage the
delegation process Describe the barriers to delegation and how to avoid them
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.
Course Code: T4BCOS13 Duration: 1 hour
Course Content:
Presentation dos and don’ts Time restrictions
Personal communication Difficult audiences Resources
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.
Course Code: T4BHS02 Duration: 1 hour
Course Content:
The legal requirements Using display screens safely
Sitting safely whilst working with display screens Using the mouse and keyboard safely
Arranging the working environment Safe use of laptop computers
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Management Skills
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.
Course Code: T4BHS21 Duration: 1 hour
Course Content:
Employer and employee responsibilities Fire doors
Fire risk and flammable substances Safe evacuation procedures
Fire risk and electricity Action if trapped by a fire
Good housekeeping Dealing with fire casualties
Fire, Safety 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 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 fi re safety in
the workplace.
Course Code: T4BHS03 Duration: 1 hour
Course Content:
Employer and employee responsibilities Correct use of fire extinguishers
Fire risk and flammable substances Safe evacuation procedures
Fire risk and electricity Action if trapped by a fire
Good housekeeping Dealing with fire casualties Fire doors
Introduction to Negotiation
Having completed this course, the learner will be able to:
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
Course Content:
The key communication skills Negotiation behavior
The three key elements of negotiation Preparing for successful negotiation
The win-win approach The key steps of the negotiation process
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
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Management Skills
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.
Course Code: T4BMS07 Duration: 1 hour
Course Content:
How job analysis is used and why it is important The benefits of a person specification
Content of job analysis The key content of a person specification
Using job analysis to aid diversity and avoid discrimination Essential and desirable criteria
Why job descriptions are important Avoiding discrimination within a person specification The key elements of a job description
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 s taff to
handle stress and reduce the human and economic costs to the business.
Course Code: T4BHS06 Duration: 1 hour
Course Content:
Understanding stress The causes
The consequences Managing the causes
Recognising the symptoms Stress control techniques
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.
Course Code: T4BBUS06 Duration: 1 hour
Course Content:
Interruption logging Dealing with uncontrollable interruptions
Reducing the disruptions Reducing the disrupting effects of the working environment
Operating an open-door policy properly Keeping focused at work
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.
Course Code: T4BHS23 Duration: 1 hour
Course Content:
The legal risk assessment requirements relating to workplace
transport
The importance of ‘raising awareness’ of workplace
transport health
The concept of ‘organising for safety’ Eliminating or reducing the risks arising from transport hazards
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.
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Management Skills
Course Code: T4BCUS02 Duration: 1 hour
Course Content:
Applying negotiation strategies Telephone negotiations
Ethics in negotiation Negotiation and culture
Basic strategies Negotiation and gender
Applying strategies How to open the negotiation
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.
Course Code: T4BCUS03 Duration: 1 hour
Course Content:
Fake authority and fake reciprocity Psychological warfare and how to respond to it
How to use silence as a weapon Deception strategies
The good guy/bad guy scenario How to create competition
The ‘bottom line’ The importance of establishing rapport How to deal with threats and intimidation
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.
Course Code: T4BMS04 Duration: 1 hour
Course Content:
The part ongoing appraisal plays in organisational
performance management
How ongoing appraisal works
The performance management process
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.
Course Code: T4BMS14 Duration: 1 hour
Course Content:
The key elements of an effective meeting Identifying meeting participants
Meeting objectives Preparing for a meeting
Planning an agenda Chairing a meeting
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.
Course Code: T4BBUS05 Duration: 1 hour
Course Content:
What we mean by planning and scheduling How to use a ‘to-do’ list
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Management Skills
The reasons for, and benefits of, keeping an activity log The key features of an effective scheduling tool
How to create an activity log How to schedule tasks and activities The purpose of a ‘to-do’ list
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.
Course Code: T4BCOS12 Duration: 1 hour
Course Content:
Personal Preparation Structuring the Presentation
Content Preparation Presentation Resources
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.
Course Code: T4BMS02 Duration: 1 hour
Course Content:
Why Preparation is Important – The Appraiser Preparing Yourself – Performance Against Objectives
Why Preparation is Important – The Appraisee to the
Individual
Preparing Yourself – Training
Preparing the Appraisee Planning Your Appraisal Discussions
Self-Assessment The Appraisal Environment
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.
Course Code: T4BHS17 Duration: 1 hour
Course Content:
What is bullying? Taking action
Forms of bullying The results of bullying: individuals
Organisational factors The results of bullying: the organisation The legal position
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.
Course Code: T4BCOS06 Duration: 1 hour
Course Content:
List and describe the internal and external barriers to
effective listening
Identify the conditions and personal attitudes that legislate
against effective listening Explain the negative effects of such barriers to effective
listening
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Management Skills
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.
Course Code: T4BHS09 Duration: 1 hour
Course Content:
The importance of risk assessment Hazard removal
Hazard and risk Risk control
Identifying workplace hazards Recording the assessment
Identifying those at risk Ongoing risk review Evaluating levels of risk
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 amount 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.
Course Code: T4BMS09 Duration: 1 hour
Course Content:
Shortlisting Interviews
Assessment centers The offer
Psychometric testing Practical tests
Making the decision References
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.
Course Code: T4BCOS04 Duration: 1 hour
Course Content:
Why body language is important in sales Truth and lies –what body language tells you
Body language during initial contact Reading the reaction to a sales pitch
Creating rapport Reading the reaction to the close
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 dishonesty or deceit.
Course Code: T4BCOS02 Duration: 1 hour
Course Content:
Posture, gestures and proxemics Honesty and dishonesty
The benefits of interpreting feelings and attitudes Interest and boredom
Open and closed attitudes Confidence or insecurity Agreement and conflict
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Management Skills
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.
Course Code: T4BMS05 Duration: 1 hour
Course Content:
The Role of Objectives Barriers to Objective Setting
Management by Objectives Creating SMARTER Objectives Types of Objective
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.
Course Code: T4BMS03 Duration: 1 hour
Course Content:
The Structure of the Appraisal Discussion Starting the Appraisal Discussion
Agreeing Smarter Objectives Rating and Assessment
Creating a Discussion – Asking Questions Reviewing Objectives
Closing the Appraisal Discussion Getting into Feedback
Creating a Discussion – Listening Giving Feedback After the Appraisal
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.
Course Code: T4BBUS03 Duration: 1 hour
Course Content:
Why you should set goals How to use SMARTER goals
How to set goals Common goal-setting mistakes
How to stay on course What to do when you achieve your goals
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: T4BMS06 Duration: 1 hour
Course Content:
Reasons for recruitment Attraction
The four stages of the recruitment process Selection
The recruitment process: Appointment Role definition
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Management Skills
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.
Course Code: T4BMS11 Duration: 1 hour
Course Content:
What does a coach do? Desired coaching outcomes
Key coaching behaviors Deciding the coaching goals The benefits of coaching
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.
Course Code: T4BMS15 Duration: 1 hour
Course Content:
Why dealing with the problem is important Some typical negative meeting behaviors and how to deal
with them:
Positive and negative conflict
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.
Course Code: T4BCOS11 Duration: 1 hour
Course Content:
The definition of ‘unproductive questions’ The four forms of unproductive questions
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.
Course Code: T4BCOS03 Duration: 1 hour
Course Content:
The course is a running assessment exercise that places the
learner in the shoes of a manager conducting a
performance review to take place
The assessment requires the learner to interpret the
interviewee’s body language and take appropriate action,
as well as indicate the body language they feel appropriate
for the interviewer
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Management Skills
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.
Course Code: T4BCOS09 Duration: 1 hour
Course Content:
The definition of open questions The definition of closed questions
Types of open questions The purpose of closed questions
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.
Course Code: T4BCOS10 Duration: 1 hour
Course Content:
How to use probing questions Hypothetical
The five forms of probing questions: Extension
Simple Summary Comparative
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.
Course Code: T4BCOS08 Duration: 1 hour
Course Content:
Why questions are important Seek opinions
The use of questioning to: Control situations Gather information
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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
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
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Mentor Videos
Course Title Course Code
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
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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 s igma, and
root cause analysis.
Course Code: SAL700 Duration: 2 hours
Course Content:
Identifying customer needs Six Sigma – DMADV
Categorizing customer needs Root cause analysis/5 whys Six Sigma – DMAIC
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
Course Content:
Who are your customers Target marketing Market segmentation
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
Course Content:
Understanding marketing objectives Sales objectives Developing marketing objectives
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
Course Content:
Profit margins Meeting sales targets Setting sales targets
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
Course Content:
Common sales objections Ineffective resolution methods
Resolving sales objections Specific methods for overcoming sales Overcoming sales objections
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Sales
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
Course Content:
Up-selling and cross-selling Closing a sale
Up-selling techniques Closing techniques
AIDA Common closing mistakes
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
Course Content:
Sales verification process Interactive voice response Third party verification
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Software
Microsoft Office Specialist 2010
Looking for a value priced comprehensive bundle of Microsoft 2010 training courses aligned to the Microsoft Office Specialist program?
This program is offered for anyone wanting an in-depth training program which includes courses Microsoft Office 2010 versions of Access,
Excel, Outlook, PowerPoint and Word. Upon completion, the participant will be eligible to write their Microsoft Office Specialist exams.
Course Code: T4BMO2010
The section headings of this course are:
Access 2010
o Level 1 - Introduction To Access 2010
o Level 2 - Managing the Access Environment and Building Tables
o Level 3 - Sorting and Filtering Records, Managing Queries
o Level 4 - Building Forms
o Level 5 - Designing Reports
Excel 2010
o Level 1 - Introduction to Excel 2010
o Level 2 - Creating Cell Data
o Level 3 - Formatting Cells and Worksheets, Proofing Tools and Using Macros
o Level 4 - Applying Formulas and Functions
o Level 5 - Presenting Data Visually
o Advanced Level 1
Outlook 2010
o Level 1 - Managing the Outlook Environment
o Level 2 - Creating and Formatting Item Content
o Level 3 - Managing Email and Contact Groups
o Level 4 - Managing Calendar Objects
PowerPoint 2010
o Level 1 - Introduction to PowerPoint 2010
o Level 2 - Creating a Slide Presentation
o Level 3 - Working with Graphical and Multimedia Elements
o Level 4 - Creating Charts and Tables, Applying Transitions and Animations
o Level 5 - Collaborating on Presentations, Preparing Presentations for Delivery and Delivering Presentations
Word 2010
o Level 1 - Introduction to Word 2010
o Level 2 - Formatting Content
o Level 3 - Applying Page Layout and Reusable Content
o Level 4 - Illustrations and Graphics
o Level 5 - Applying References and Hyperlinks
o Level 6 - Sharing and Maintaining Documents
Microsoft Office Specialist 2013
Looking for a value priced comprehensive bundle of Microsoft 2013 training courses aligned to the Microsoft Office Specialist program?
This program is offered for anyone wanting an in-depth training program which includes courses Microsoft Office 2010 versions of Access,
Excel, Outlook, PowerPoint and Word. Upon completion, the participant will be eligible to write their Microsoft Office Specialist exams.
Course Code: T4BMSO13
The section headings of this course are:
Access 2010
o Level 1 - Introduction To Access 2010
o Level 2 - Managing the Access Environment and Building Tables
o Level 3 - Sorting and Filtering Records, Managing Queries
o Level 4 - Building Forms
o Level 5 - Designing Reports
Excel 2010
o Level 1 - Introduction to Excel 2010
o Level 2 - Creating Cell Data
o Level 3 - Formatting Cells and Worksheets, Proofing Tools and Using Macros
o Level 4 - Applying Formulas and Functions
o Level 5 - Presenting Data Visually
o Advanced Level 1
Outlook 2010
o Level 1 - Managing the Outlook Environment
o Level 2 - Creating and Formatting Item Content
o Level 3 - Managing Email and Contact Groups
o Level 4 - Managing Calendar Objects
PowerPoint 2010
o Level 1 - Introduction to PowerPoint 2010
o Level 2 - Creating a Slide Presentation
o Level 3 - Working with Graphical and Multimedia Elements
o Level 4 - Creating Charts and Tables, Applying Transitions and Animations
o Level 5 - Collaborating on Presentations, Preparing Presentations for Delivery and Delivering Presentations
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Software
Word 2010
o Level 1 - Introduction to Word 2010
o Level 2 - Formatting Content
o Level 3 - Applying Page Layout and Reusable Content
o Level 4 - Illustrations and Graphics
o Level 5 - Applying References and Hyperlinks
o Level 6 - Sharing and Maintaining Documents
Microsoft Office Specialist 2016
Looking for a value priced comprehensive bundle of Microsoft 2010 training courses aligned to the Microsoft Office Specialist program?
This program is offered for anyone wanting an in-depth training program which includes courses Microsoft Office 2010 versions of Access,
Excel, Outlook, PowerPoint and Word. Upon completion, the participant will be eligible to write their Microsoft Office Specialist exams.
Course Code: T4BMO2010
The section headings of this course are:
Access 2010
o Level 1 - Introduction To Access 2010
o Level 2 - Managing the Access Environment and Building Tables
o Level 3 - Sorting and Filtering Records, Managing Queries
o Level 4 - Building Forms
o Level 5 - Designing Reports
Excel 2010
o Level 1 - Introduction to Excel 2010
o Level 2 - Creating Cell Data
o Level 3 - Formatting Cells and Worksheets, Proofing Tools and Using Macros
o Level 4 - Applying Formulas and Functions
o Level 5 - Presenting Data Visually
o Advanced Level 1
Outlook 2010
o Level 1 - Managing the Outlook Environment
o Level 2 - Creating and Formatting Item Content
o Level 3 - Managing Email and Contact Groups
o Level 4 - Managing Calendar Objects
PowerPoint 2010
o Level 1 - Introduction to PowerPoint 2010
o Level 2 - Creating a Slide Presentation
o Level 3 - Working with Graphical and Multimedia Elements
o Level 4 - Creating Charts and Tables, Applying Transitions and Animations
o Level 5 - Collaborating on Presentations, Preparing Presentations for Delivery and Delivering Presentations
Word 2010
o Level 1 - Introduction to Word 2010
o Level 2 - Formatting Content
o Level 3 - Applying Page Layout and Reusable Content
o Level 4 - Illustrations and Graphics
o Level 5 - Applying References and Hyperlinks
o Level 6 - Sharing and Maintaining Documents
www.orionelearning.com Page 80 of 80 [email protected]
About Orion Learning
About Us
Orion Learning prides itself as one of the leaders in the training and development industry. We offer content-training solutions delivering
global courseware created by Orion and by our network of training organizations which cover both online and in-class training solutions.
We bring more than 25 years of business and learning and development experience to our library of courses and programs.
We have developed world class learning and development content which makes our products completely unique in the world. We have
created learning solutions which offer the user applicable rich content, interactivity, action-based scenarios, solid assessments all wrapped
in an easy to use learning management system (LMS). For organizations who have their own LMS, we are able to provide links to our content
to be delivered in another LMS.
For years, the traditional classroom has been the only practical option for workplace training. Unfortunately, scheduling and completing
these training sessions has become more difficult, as the pace of business increases, staffing becomes less centralized, and individuals seek
training options that can be tailored to their specific professional needs. Our content-rich online courseware, allows us to provide our
customers with the best service options. Our dynamic and interactive courseware allows learners to go at their own pace, on their own
time, anywhere they choose. Our courses are designed by qualified educators and multimedia experts, well versed in the latest
developments in business and technology. All of our courses are designed based on the best practices in adult elearning and have highly
interactive components, provide learners with various learning options, and are designed to be very user-friendly.
Canada Job Grant Program
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].
Learning Partners
Contact Us
Web: www.orionelearning.com
Email: [email protected]
Phone: 1-855-686-2002 Ext. 100
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