Dawid F. Prestini

Project Management Foundation - Project Management Institute (PMI)® Bonnie Biafore PMP, Trainer, Best-Selling Author Project management is a set of techniques that anyone can apply to achieve goals and make projects more successful. Project management can be used to guide small, simple projects as well as complex enterprise-wide initiatives. Bonnie Biafore has always been fascinated by how things work and how to make things work better. In this course, she explains the fundamentals of project management, from establishing project goals and objectives and building a project plan to managing resources and work, meeting deadlines, and closing the project. Along the way, she provides tips for communicating, holding meetings, keeping a project on track, and gaining customer acceptance. This course provides exercises for most videos based on a healthcare/IT case study project. Learning objectives Identify the definition of project management. Explore the similarities and differences between

Agile Software Development: Creating an Agile Culture Andrea Goulet CEO of Corgibytes Want to reap the benefits of agile? You’ll need to look beyond sprints and standups and into your organization's culture—it's the foundation of any successful agile rollout. This course explains how to build agility into the heart of your organization by developing trust, communication, productivity, and innovation into your team. Learn how to identify six common “anti-patterns” of agile adoption, along with specific strategies to remedy each issue. Discover how to cultivate an agile mindset on both a team and individual level, and empower your team members to succeed. Andrea Goulet, a recognized industry leader and frequent keynote presenter, guides executives, software directors, managers, and team leaders through this fundamental—but oft forgotten—aspect of agile implementation.

Succeeding as a First-Time Tech Manager Rashim Mogha Best-Selling Author, Technology Leader Do you have what it takes to successfully lead a technical team? You were promoted because you exceeded expectations in your individual contributor role—but now you’re evaluated on your team’s performance. This new position can be challenging. In fact, many excellent developers and engineers decide to not opt for vertical growth because they don't want to manage other people. Can you successfully transition from “lone wolf” to leader? Rashim Mogha is a former executive at Oracle, Amazon, and VMware. Join her in this course, as she explains the secrets of being a great manager in the fast-paced, high-stakes world of tech. Learn how to build the right team, implement your company’s vision, create team goals, communicate technical information, effectively lead a global team, and more.

Tech Career Skills Effective Technical Communication (ex  Soft Skills) Annyce Davis Software Developer, Speaker, Author Today's developers have numerous resources for learning the "hard" skills required to succeed in a technical role, but many are missing the soft skills required to excel in their careers. This course focuses on one of the most important: communication. Learn how to work with a diverse team, with different knowledge, backgrounds, and perspectives, and figure out which aspects of communication you can automate—and which need a more personal touch. Instructor Annyce Davis covers how to establish standards and processes, work and communicate as a team, hold effective meetings in an agile workspace, and handle common challenges to communication, from communicating across cultures to communicating across time zones. The skills you develop in this course will help you become a more effective technical communicator and take the next step in your career.

Tech Career Skills: Moving from Developer to Engineering Manager (ex Soft Skills) Jessica Rose Technology Professional and International Public Speaker The skills that made you stand out as an individual contributor won't necessarily help you transition to management. As an engineering manager, you'll be charged with a host of brand-new new responsibilities—from hosting 1:1 meetings to conducting annual reviews—that necessitate the development of brand-new soft skills. This course outlines those skills, as well as the practical steps to take to successfully transition from an individual contributor developer on a team to an engineering manager. Instructor Jessica Rose details the fundamental tasks you'll need to tackle as a manager, as well as how to switch your focus from hands-on coding to coaching. Plus, she shares how to best advocate for your direct reports, as well as continue to grow your technical skills while in a leadership role.

Customer Service Serving Customers Through Chat and Text Leslie O'Flahavan Leslie O'Flahavan Online Writing Expert Customers are demanding more ways to connect with companies when they need help. Live chat and text are the fastest growing and most popular channels. While you may be a pro at writing emails, you need a whole new set of skills to handle live, rapid-fire chat and text conversations. You’ll need to be able to handle multiple conversations at one time, and may even be required to sell or recommend products. This course walks through each of these situations, and more, using real-world chats and texts. Instructor Leslie O’Flahavan also explains how to incorporate templates and empathy statements and add your own authentic spin—all while maintaining your company’s brand. Learn all the writing skills you’ll need to provide top-notch live chat and text customer service. Learning objectives Asking questions that solve problems Switching channels with ease Handling delays

 Become a Customer Service Specialist Learning Path Discover how to provide great customer service and make your customers feel heard. Develop and sustain great relationships, even when customers get abusive or unruly. Learn skills to listen to customer needs, build rapport with those you're helping, and turn challenging customers into true allies. COURSES: Customer Service Foundations By: Jeff Toister Customer Service: Problem Solving and Troubleshooting By: Noah Fleming Building Rapport with Customers By: Myra Golden Customer Service: Call Control Strategies By: Myra Golden Customer Service: Handling Abusive Customers By: David Brownlee Creating Positive Conversations with Challenging Customers By: Myra Golden De-Escalating Intense Situations By: Myra Golden Customer Service: Serving Customers Through Chat and Text By: Leslie O'Flahavan

De-Escalating Intense Situations Myra Golden Author, Trainer, Keynote Speaker Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more. Learning objectives Recognize examples of pushing when dealing with a customer. Summarize the goal of reframing conversations. Identify the benefits of using partnering language. Determi

Creating Positive Conversation with Challenging Customers Myra Bryant GoldenAuthor, Trainer, Keynote Speaker What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues.

Customer Service: Call Control Strategies Myra Bryant GoldenAuthor, Trainer, Keynote Speaker Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Customer Service: Handling Abusive Customers David Brownlee Founder and CEO of Pure Customer Service What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of  Rock Star Customer Service —as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.

Building Report with Costumes Myra Golden Author, Trainer, Keynote Speaker Want to set yourself up for success each time you interact with a customer? Take steps to establish a genuine, human connection with the person you're speaking with. In this course, instructor Myra Golden helps customer service reps accomplish this by stepping through how to establish rapport within the first few seconds of a customer service interaction. Myra shares simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions. Plus, discover techniques that can help you build rapport in specific situations, including chat interactions, emails, and circumstances in which you need to deliver bad news. Learning objectives Identify how to build a rapport with customers through acknowledging concern. Explore the rapport building tec

Customer Service: Problem Solving and Troubleshooting Noah Fleming Noah Fleming Author, Speaker, President of Fleming Consulting & Co. Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company. Learning objectives Identify the first step to take with an invalid complaint. Recognize the importance of always listening to the customer. Explain how to deal with a customer who is rude and making you uncomfortable.

Customer Service Foundation Project Management Institute (PMI)®  Jeff Toister Author, Consultant, Trainer Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve. Learning objectives Explore how you can use customer surveys to build rapport. Name three ways you can use active listening to serve your customers more effectively. Identify the different types of needs that must be addressed in order to solve problems. Explain the benefits of taking ownership of a problem. Define “preemptive acknowledgment”

Content Marketing Foundations Certificate Brian Honigman Marketing Consultant, NYU Adjunct Professor A well-crafted content marketing strategy can greatly increase visibility of your brand, help build credibility, and create an enduring relationship with your audience. Expert marketing consultant Brian Honigman explains content marketing concepts and benefits, then explores a step-by-step approach for organizations of all sizes to succeed with this strategic marketing approach. Brian covers how to create a content plan, choose content types, and develop an editorial calendar. He then explores how to write, edit, and design content, as well as how to choose the right mix of content and curate it for maximum impact. Learning objectives What is content marketing? Creating a content strategy Selecting the right type of content Producing content Tips for successful storytelling Promoting with owned and shared media Promoting with earned and paid media Innovating with content Conveying thoug

Project Management Foundations Ethics - Project Management Institute (PMI)® Bob McGannon PMP and PRINCE2 Certified Consultant, Author, and Speaker Your overall success as a project manager depends upon your ability to identify and manage ethical issues. Ethical behavior is also a requirement for good standing with the Project Management Institute (PMI). To boost your reputation and increase project participation and success, you need to learn how to conduct your project in an ethical way and solve any complications that may arise—due to conflicts of interest, business pressure, or even fear of failure. Join PMP Bob McGannon in this course, as he examines the core values of ethical projects and the different ethical standards that can be applied to project management. Bob also shows how to develop and apply a framework for ethical decision-making that balances your organization’s unique cultural expectations with your own personal standards. Learning objectives Describe three ethical va

Marketing Foundations Certificate Drew Boyd Global leader in creativity and innovation Marketing is a high-stakes game. Whether you’re starting your career or trying to sharpen your skills for the next campaign, you need a strong foundation to move forward. This course teaches the fundamentals elements of any successful marketing endeavor. Instructor Drew Boyd is a professor and consultant with 30+ years of marketing experience for major brands. In this course, he explains marketing's role in the organization and provides frameworks for analyzing a business and its competitors; developing a strategy for everything from pricing to promotion; and creating tactical programs that link your strategy to real-world campaigns. Plus, get tips for organizing an effective cross-functional team, getting buy-in throughout an organization, and measuring your results.

Human Resource Compensation and Benefits HR Certification Institute® (HRCI®) Wayne Cascio University of Colorado Professor and Author To attract and retain top talent, it's crucial for companies to get compensation and benefits right. When employees feel that they're paid fairly for what they do, there's greater incentive for them to excel in the workplace. This course provides an overview of the strategic choices that employers must make when developing a total rewards system. HR expert Wayne Cascio addresses management, policy, and legal issues in developing pay structures, incentive plans, and benefit offerings. He discusses how to establish an effective performance review process, how pay surveys drive decisions about compensation and benefits, the role of HR technology, and more. HR Certification Institute® (HRCI®) Recertification Credits:  1.25 LinkedIn Learning is a recognized Approved Provider #604152. HR Certification Institute® preapproved this program for general

Human Resource Compensation and Benefits Society for Human Resource Management (SHRM®) Wayne Cascio University of Colorado Professor and Author To attract and retain top talent, it's crucial for companies to get compensation and benefits right. When employees feel that they're paid fairly for what they do, there's greater incentive for them to excel in the workplace. This course provides an overview of the strategic choices that employers must make when developing a total rewards system. HR expert Wayne Cascio addresses management, policy, and legal issues in developing pay structures, incentive plans, and benefit offerings. He discusses how to establish an effective performance review process, how pay surveys drive decisions about compensation and benefits, the role of HR technology, and more. Society for Human Resource Management (SHRM®) Professional Development Credits (PDCs):  1.25 LinkedIn Learning is registered with SHRM to offer SHRM-CP or SHRM-SCP professional devel

HR and Digital Trasformation HR Certification Institute® (HRCI®) Charlene Li Author and Speaker on Leadership, Strategy, and Marketing Digital transformation is the integration and acceptance of new technology in all areas of a business, enabling a more innovative and productive workforce. It's a people-centric process, which is why HR plays such an essential part. In this course, bestselling business author and analyst Charlene Li explores the role of HR in successful digital transformation. Learn how to move recruiting online, implement digital learning and development, leverage cloud productivity tools, eliminate the performance review, and start incorporating data into your decision-making. Plus, find out how transforming your employee experience and company culture will lead to increased innovation, productivity, and engagement. HR Certification Institute® (HRCI®) Recertification Credits:  1.5 LinkedIn Learning is a recognized Approved Provider #604152. HR Certification Instit