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Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will explore the background and techniques of customer interactions. You will: ?Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. ?Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. ?Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. ?Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. ?Identify remote customer service communication channels and apply remote customer service best practices. ?Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. ?Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. 1 - Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service 2 - Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction 3 - Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers 4 - Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening 5 - Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices 6 - Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues 7 - Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

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Why Learn Vectorworks Spotlight Training Courses? VectorWorks Spotlight Course offers strong 2D drawing tools and lighting skills. while. Spotlight goes beyond fundamentals, offering solution for designing, modeling, and sharing entertainment projects. It's the industry standard for lighting, scenery, sets, corporate events, theater, and exhibits. Click here for more info: Website When can I book this course? 1-on-1 training. Duration: 16 hrs, Flexible scheduling (Mon to Sat, 9 am - 7 pm). Choose your own day and time. Training Course: Vectorworks Spotlight Duration: 16 hours Course Overview: I. Introduction to Vectorworks (1 hour) Overview of Vectorworks software and its diverse applications Familiarization with the user interface and navigation Customizing preferences and settings to optimize workflow II. 2D Drawing Tools (2 hours) Utilizing basic drawing tools for creating lines, rectangles, circles, and polygons Implementing text and dimension tools for annotations Applying modify tools for object editing and transformation Organizing elements using layers and classes III. 3D Modeling Tools (3 hours) Introduction to extrude, revolve, sweep, and loft tools for 3D modeling Creating 3D objects from 2D shapes for spatial representation Modifying and refining 3D models Exploration of the 3D modeling environment IV. Advanced 3D Modeling Tools (2 hours) Utilization of solid modeling tools for complex geometry creation Performing Boolean operations to combine or subtract shapes Creation and use of symbols for efficient workflow V. Introduction to Spotlight (1 hour) Overview of the Spotlight workspace and its features Adding and configuring lighting devices for stage and event design Creation and modification of lighting positions for precise placement VI. Spotlight Tools and Techniques (3 hours) Creation and editing of lighting instruments for customized setups Use of visualization tools for lighting simulations Creation and application of labels and legends for documentation Generation of worksheets and reports for lighting analysis VII. Advanced Spotlight Techniques (2 hours) Utilization of video and projection tools for multimedia presentations Incorporation of audio and sound systems for immersive experiences Understanding rigging and hoisting for stage setup Management of paperwork and documentation for effective planning VIII. Integration with Other Software (1 hour) Importing and exporting files for collaborative work with other software Utilizing Vectorworks in CAD and BIM workflows for seamless interoperability Exploration of plugins and add-ons for expanded functionality IX. Project-based Exercises (1 hour) Application of learned techniques to real-world scenarios Creation of a lighting plan for a concert or theater production Designing a 3D model of a building or interior space Free 30-day BIM & CAD Software Trial Request: Vectorworks After completing Vectorworks 2D | 3D and Spotlight Training Course? Vectorworks Proficiency: Master Vectorworks software, including interface and tools. 2D Drafting: Create precise technical drawings using fundamental 2D tools. 3D Modeling: Develop skills in 3D modeling, modification, and spatial representation. Spotlight Expertise: Learn stage and event design tools, focusing on lighting setups. Advanced Techniques: Explore complex 3D modeling and Spotlight features. Interdisciplinary Integration: Integrate Vectorworks with other software in CAD and BIM workflows. Project Application: Apply skills to real-world scenarios, creating plans and models. Job Opportunities: CAD Technician: Draft detailed plans for architecture and engineering firms. Stage Designer: Plan lighting, sound, and multimedia setups for events. Event Planner: Design event layouts with lighting and audio-visual setups. Architectural Drafter: Create accurate architectural plans and models. Interior Designer: Visualize interior spaces in 2D and 3D for clients. Lighting Designer: Specialize in various lighting applications, from buildings to stages. BIM Specialist: Work with architectural firms on Building Information Modeling projects. Freelance Designer: Offer services in 2D/3D modeling, event planning, or architectural visualization. What is Vectorworks Spotlight? Vectorworks Spotlight is a specialized package tailored for entertainment design professionals, offering both 2D and 3D capabilities. It is the industry-standard CAD software for entertainment design, ideal for lighting, scenery, sets, events, theater, and exhibits. Training Details: Duration: 16 hrs (flexible scheduling) Method: Personalized 1-on-1 training (In-person or Live Online over Zoom) Tailored content, adaptable pace, individual support Differences from Vectorworks Fundamentals: Vectorworks Fundamentals serves general modeling and drawing needs, while Spotlight provides comprehensive solutions for design, modeling, documentation, and collaborative project sharing, catering specifically to industry experts. Applications of Spotlight: Spotlights have diverse uses, including emergency situations and when a powerful light source surpassing a flashlight is required. Interior Designers and Vectorworks: Yes, interior designers use Vectorworks software, particularly Vectorworks Architect, for efficient workflow and effective realization of creative visions. Course Structure: Individualized Instruction (1-2-1) Customized Content Adaptable Learning Pace Flexible Scheduling: Monday to Saturday, 9 am to 7 pm Get Vectorworks: For more information and to download Vectorworks, visit Vectorworks Website. Individualized Training: Get personalized attention and tailored guidance during your training sessions. Flexible Timings: Select your preferred schedule and training days to fit your convenience. Post-Training Assistance: Access complimentary online support even after course completion. Comprehensive Resources: Receive detailed PDF notes and handouts for effective learning. Certification of Completion: Receive a recognition certificate upon successfully finishing the course. Affordable Pricing: Take advantage of budget-friendly training rates. Software Setup Support: Receive assistance in configuring the software on your device. Referral Benefits: Recommend a friend and enjoy discounts on upcoming courses. Group Training Offers: Benefit from special discounts for group training programs. Convenient Hours: Attend sessions from Monday to Sunday, with extended operating hours. Tailored Learning: Experience customized training designed to meet your specific requirements.

Who is this course suitable for? Required to undertake asbestos fibre counting as part of their work Considering a career in asbestos analysis Responsible for managing asbestos analysts Prior Knowledge and Understanding Candidates for this course are expected to be aware of HSG 248 Asbestos: The Analysts' Guide (July 2021), and in particular Appendix 1, Fibres in air: sampling and evaluation of by phase contrast microscopy. Candidates will preferably have prior experience of analysing fibre count samples and may already be participating in a quality control scheme. In addition, candidates are expected to have had training to cover the core competencies outlined within the foundation material detailed within Table A9.1 of HSG248 Asbestos: The Analysts' Guide (July 2021). This may be achieved by In -house learning or through the P400 foundation module.

Who is this course for? Vectorworks Intermediate Training Course. This intermediate course empowers designers with Vectorworks skills, enhancing productivity and enabling the creation of intricate, high-quality designs. Design career with this essential training. Vectorworks courses cater to individuals of all skill levels. Click here for more info: Website Scheduling: 1-on-1 training, your schedule. Book any hour, Mon to Sat, 9 am - 7 pm. Call 02077202581 to reserve. Duration: 16 hours. Method: In-person sessions and live online.  Comprehensive Course Outline Please note that the following is a general outline, and the specific topics covered during your training will be tailored to your student level, available time, and course preferences. Essential Foundations Navigating the Interface and User-Friendly Navigation Document Settings Adjustment and Template File Creation Effective File Navigation: Zooming, Panning, and Page Fitting Object Selection Techniques and Deletion Creating Basic Drawings with Precision Utilizing Object Snaps for Accurate Drawing Understanding the Object Info Palette Exploring Fundamental 2D Tools and Tool Modes Crafting Complex Lines and Shapes Project Organization Efficiently Organizing Your Drawings Using Classes Customizing Colors, Line Types, and Line Thickness Views Management: Saving and Editing Views Annotating and Printing Your Designs Adding Text and Annotations Incorporating Dimensions for Clarity Preparing and Printing Your Drawings Advanced Presentation Techniques Leveraging the Power of Sheets and Viewports Creating Standard and Cropped Viewports Annotating and Editing Viewports Exploring Viewport Display Overrides and Sheet Layer Printing Streamlining Workflows Between Viewports and Design Layers Efficiently Saving and Editing Views for Navigation Enhancement Importing DWG and File Formats Importing and Effectively Working with DWG Files Integrating Sketches and Photos into Your Drawings Enhancing Efficiency Creating and Editing Symbols Resource Browser: Management and Organization of Symbols Maximizing Productivity with Worksheets, Schedules, and Reports Custom Attribute Creation and Management (Hatches, Gradients, and Image Fills) Designing Custom Title Blocks Free 30-day Trial Vectorworks https://www.vectorworks.net/trial After completing this course, you will: Master Vectorworks: Gain proficiency in Vectorworks software, including its interface and essential design tools. Precise Drawing: Create accurate drawings with dimensions and object snaps. Project Management: Efficiently organize and manage design projects using classes and views. Clear Presentation: Annotate and dimension your drawings for professional presentations and printing. Advanced Presentation: Learn advanced presentation techniques, including sheets and viewports. File Integration: Work with DWG files, sketches, and photos to enhance your designs. Efficiency Boost: Discover time-saving workflows, symbol creation, and customization. Top Job Opportunities for Designers: Architectural Drafter Interior Designer Landscape Designer CAD Technician Graphic Designer Construction Estimator Product Designer Set Designer Event Planner Urban Planner These roles span various industries and offer career growth for Vectorworks-trained designers in fields like architecture, engineering, entertainment, and more. Tailored Vectorworks Training Our Vectorworks courses are customized to your needs, offering 1-2-1 sessions that adapt content to your expertise, experience, and project requirements. Whether in class, onsite, or via live online sessions, these bespoke courses ensure optimal learning outcomes. Course Overview Begin your journey into Vectorworks, unlocking the potential for digital 2D and 3D visualization in interior design, architecture, 3D modeling, and landscaping. Vectorworks, a user-friendly industry-standard software, is suitable for both PC and Mac users. Course Highlights Master proper drawing setup and utilize 2D drawing tools for professional plans and elevations. Navigate and leverage the built-in symbol library effectively. Transform 2D plans into fully rendered 3D perspectives with textures and lighting. Create a comprehensive project presentation print. (Note: This course does not cover complex curved shapes.) Tailored Training | Vectorworks Personalized One-on-One Guidance Flexible Learning Schedule Ongoing Post-Course Support Access to Extensive Learning Materials Recognition with a Certificate of Attendance Affordable Training Rates Assistance with Software Configuration Rewards for Referrals Special Group Training Discounts Convenient Hours to Suit Your Schedule Customized Courses for Your Animation Needs

Course Objectives At the end of this course you will be able to: Modify the PowerPoint environment Using Master View in order to customise a design template Add and customize SmartArt graphics Add animations and change its effect options Add action buttons to control the flow of the presentation Use various options to customise slide shows Use different PowerPoint file types to distribute presentations ' 1 year email support service Take a closer look at the consistent excellent feedback from our growing corporate clients visiting our site ms-officetraining co uk Customer Feedback Very clearly explained Good pace. Lucy Tailor - ACER ' With more than 20 years experience, we deliver courses on all levels of the Desktop version of Microsoft Office and Office 365; ranging from Beginner, Intermediate, Advanced to the VBA level. Our trainers are Microsoft certified professionals with a proven track record with several years experience in delivering public, one to one, tailored and bespoke courses. Our competitive rates start from £550.00 per day of training Tailored training courses: You can choose to run the course exactly as they are outlined by us or we can customise it so that it meets your specific needs. A tailored or bespoke course will follow the standard outline but may be adapted to your specific organisational needs. Customising the PowerPoint Environment Customise the User Interface Set PowerPoint Options Customising Design Templates Modify Slide Masters and Slide Layouts Add Headers and Footers Modify the Notes Master and the Handout Master Adding SmartArt to a Presentation Create SmartArt Modify SmartArt Working with Media Add Audio to a Presentation Add Video to a Presentation Working with Animations Entrance, Emphasis and Exit Animations Animate Charts by Category and Series Customise Animations and Transitions Collaborating on a Presentation Review a Presentation Store and Share Presentations on the Web Customising a Slide Show Annotate a Presentation Set Up a Slide Show Create a Custom Slide Show Add Hyperlinks Add Action Buttons Record a Presentation Securing and Distributing a Presentation Secure a Presentation Create a Video or a CD Distribute the Presentation in different File Formats Who is this course for? Who is this course for? This course is designed for delegates who want to gain the skills necessary to work with design templates, various types of diagrams, special effects, custom slide shows, collaboration functionality, and advanced presentation delivery. Requirements Requirements Preferably, delegates should have attended the Powerpoint Introduction course. Career path Career path Microsoft Office know-how can instantly increase your job prospects as well as your salary. 80 percent of job openings require spreadsheet and word-processing software skills Certificates Certificates Certificate of completion Digital certificate - Included

This programme has been specifically designed to help experienced trainers, facilitators and coaches use Everything DiSC and the Five Behaviours assessments, and deliver workshops, with their own clients and in-house teams.

LEARN HOW IRIDOLOGY CAN MAKE A HUGE CONTRIBUTION TO ANY COMPLEMENTARY PRACTICE A MESSAGE FROM THE AUTHOR I want to welcome you most warmly to the study of Iridology. Students of our course have taken their knowledge out into the world of practice and they have been able to see more penetratingly into the health of their patients. They have seen many truths about causes and effects in health and disease - that is what allows you to understand those extra things that make you into an even better healer. I think you are going to find this the most intriguing and absorbing study and, certainly, that is my sincere hope. As you precede, much of what you learn will amaze you and inspire wonder at the ways of the human body and mind. As you tread this very special road, I pass on to you the words that Bernard Jensen gave me years ago when I was his student, inscribed upon the inside cover of his book: “Seek the Higher Values in Life”. DR. LAWRENCE PLASKETT WHAT IS IRIDOLOGY? Iridology is the art of iris analysis. The iris is connected to the brain via the hypothalamus and can give naturopathic read outs on tissue conditions in various parts of the body. With training and practice it is possible to read signs indicative of biochemical, emotional and environmental influences that are hard to determine by other means. We can thus interpret health (and even aspects of personality) by close examination of the eyes, using suitable illumination and a magnifying glass. The close relationship between naturopathic iridology as an assessment tool and nutritional therapy and other naturopathic disciplines continues and grows closer. Now Iridology can make a huge contribution to complementary therapeutic practice and enhanced by our wonderful digital collection of eye photographs, the learning process with the Plaskett International College is a profound and exciting one. We teach Iridology quite separately from other topics and anyone who possesses, or expects to possess, a practitioner's qualification in any therapeutic discipline, may join the course. Course Duration 12 months Study Hours 200 hours Course Content 9 sections Course Fee £495 How Can Iridology Help Practitioners? Examples of how iridology can help practitioners Did you know that some iris features are so very plain that you can see them with the naked eye in ordinary social contact? You can see from two or three feet away in many cases that the person has a toxic digestive system (a strong wide dark ring around the pupil margin). You can often tell that the person has an overactive stomach (a narrow bright white ring very close to the pupil). You can tell when the skin is overlaid with toxins so that the skin's function in excreting toxins from the body is jeopardised (very narrow dark ring around the iris margin). You can tell in some people (rather advanced cases) that they suffer badly from sodium and potassium imbalance and have placed themselves at potential risk from cholesterol accumulation (the so-called corneal arcus, a white or off-white cloudy deposit, usually fairly thick, around the iris margin).  Another example is the ring of spots or 'tophi' represented by the lymphatic rosary. Its mere presence tells one that there is sluggishness in the lymphatic system. When these tophi are darkly pigmented, the situation gives rise to concern for the possible generation of lymphatic illness. Using the precise positioning of iris reflex areas contained on the iris chart, one may distinguish many key points of analysis. Areas of stress and tension can be pinpointed by identifying 'contraction furrows’. Past injuries and adhesions show themselves as contortions of the normally regular and even iris fibres. You can answer questions like:- Is it the pancreas or the liver that is responsible for the trouble? Is the patient's hypertension caused by a defect of or toxic deposits in the particular brain area that is geared to control blood pressure? One of Jensen's rather dramatic illustrations is of the iris of a man who has just been shot. It shows the precise areas of tissue damage within the body and the response is very fast. The number of potential examples is almost without limit. The above may suffice to show the types of things that iridology can do for practitioners. We hope it will help you decide to study Iridology with the Plaskett International College. Course Overview The course covers the nature of iris observation, the nutritive zone, the iris chart, the chronic and acute, the intestinal and stomach zones and nerve collarette, the constitution type, respiratory system, lacunae, open lacuna, inherent weaknesses, the organs of elimination, other organs, special signs, complete diagnosis of a subject. The treatment of the topic follows the principles of Bernard Jensen in the USA. Once the basics have been learnt, the course teachings then extend considerably by bringing in the work of Dorothy Hall and of Dr Josef Deck, both of which are the subject of a special presentation during the course. The published insights of Farida Sharan and Harri Wolf, while not separately presented, also influence the presentation of the course material. Both the Australian School, (Dorothy Hall) and the German School, (Dr Deck/Harri Wolf), offer an added dimension to the study and interpretation of the constitution. PERSONALITY ASPECTS & CONSTITUTIONAL TYPES The study focuses upon the different personality aspects, which show up in different constitutional types. Dorothy Hall gives insights into what contributes to various different types of personality and their emotional and mental responses and their pre-dispositions to health or disease. Different sorts of people can have different priorities, preferences and imperatives built into their very nature from or before birth, sometimes determining the course of their entire lives and their attitudes to the world and to other people. AN EMPATHY BETWEEN PATIENT & PRACTITIONER The course teaches an understanding of these types and facilitates an empathy between patient and practitioner. It shows how people of the differing constitutional types are likely to go out of balance either mentally or emotionally and how their vulnerability to various physical ailments varies. The German School offers a very exciting and precise approach to the constitutional types, which is really quite different, but no less helpful. It highlights variations in the susceptibility to diseases of different organs and systems. THE 3 SCHOOLS OF THOUGHT It is a prime purpose of this course, not only to teach these differing positions, but also to demonstrate how it is that all three of these major schools of Iridology embody different aspects of the truth, how each is individually valuable and how a full and deep understanding of the meaning of 'constitution' can be gained through a sympathetic synthesis of the contributions from all three of these schools. BREAKDOWN OF THE COURSE SECTIONS In total there are 9 sections comprising of text, videos and iris images to study: SECTION 1 GENERAL PRACTICE AND AN ACCOUNT OF THE NUTRITIVE ZONE Areas Covered Iris colour Information that iridology can give us The structure of the eye and the iris Using the iris as an assessment tool The principle of reflex areas The Nutritive Zone Abnormality in the colon The Collarette (autonomic nerve wreath or anw) Diagnosis of the constitution based upon fibre structure Studies on images of real eyes SECTION 2 FEATURES OF THE FIBRES OUTSIDE THE COLLARETTE Areas Covered The general layout of fibres outside the collarette Inherent weaknesses First stage in further deterioration of an inherent weakness The meaning of darkness in the iris The development of discrete – open lacunae Lacunae Further notes about lightness and darkness amongst the fibres Healing lines Crypts Round the iris chart – the left iris Round the iris chart – the right iris Checking which structures and inside and which outside the collarette The organ systems The neural arc reflex SECTION 3 SPECIAL SIGNS Areas covered The corneal arcus (sodium ring, cholesterol ring, lipemic ring) The tophi (also lymphatic tophi or lymphatic rosary) Corneal Arcus The anaemia sign The catarrhal sign Acidity Grey background Scurf rim Circulatory ring Sphincter muscle (also called pupillary sphincter) Pigments (topastible or topolabile) Psoric spots Contrcation furrows Radial furrows SECTION 4 THE CONSTITUTIONS IN RELATION TO PERSONALITY TYPE AND DISEASE DISPOSITION Areas covered Very resilient Resilient average Moderately resilient Mildly resilient SECTION 5 MORE ABOUT WHITE SIGNS Areas covered Revision of distinctions between the different white signs Pictures of irises with white signs, with commentaries Further interpretation of the corneal arcus Further interpretation of the lytophi More general interpretation of the colour white SECTION 6 COLOURS IN THE IRIS AND OTHER SPECIAL SIGNS Areas Covered Yellow pigment in the iris Orange pigment Brown pigment Contraction furrows Radial furrows Psoric spots Pupillary border The “friendly fibrils” sign Summary of remedies SECTION 7 THE CONSTITUTION AND SIGNS ACCORDING TO THE GERMAN SCHOOL Areas Covered The German school of iridology Our approach to teaching the German school Introduction to the German constitutional types The lymphatic constitutions Mixed biliary constitution or biliary constitution Haematogenic (or haematogenous) constitution The way to use information on the German constitutions New signs that are specific to the German school Treatment recommendations for constitutional types SECTION 8  ADVANCED STUDIES OF THE IRIS Areas Covered Further details of the iris chart – its layout and its implications Neural arc reflex Deformation of pupil shape and position Advanced study of fibre separations, sinuosity, injuries & adhesions Lacunae of different shape and appearance The b3 bulge and the pterygium Working with genetically brown eyes SECTION 9  THE CONSULTATION & THE PRACTICALITIES Areas Covered Diagnosing pathology of individual critical organs Personality interpretations based upon the German school Conducting an iridology consultation Practical aspects of iris examination Making drawings of the iris and recording the data The uses, advantages and limitations of iris photography and its place in iridology practice Equipments and techniques of iris photography Using the computer to store and process digital images The interaction of signs Interpreting the whole iris in conjunction with the case study Pointers to treatment Carrying out case histories TESTIMONIALS Here's what students have to say about the course Emma Rubio, Health Coach Spain "As a Health Coach I decided to pursue my studies with the Plaskett College to become a Nutritional Therapist. For that, I am also studying Iridology. I am happy to have a tutor to answer my doubts and I like the flexibility that the College offers me. I love the subject of Iridology and the way it is explained, I also like having some videos of Dr Plaskett teaching Iridology as I admire him." Dr Ezequiel Lafontaine, Iridologist Puerto Rico "I LOVE IRIDOLOGY. I have over 30 iridology books, Italian, French, German, Spanish and English, plus over 4,000 photos from my own practice. I took this course for a refresher course and found the material was second to none." Mrs D. Moothy, Nutritional Therapist Mauritius “The distance learning courses have given me the opportunity to pursue my dreams through a program that was not only flexible and convenient for my schedule, but was also challenging and rewarding. I thoroughly enjoyed the readings and the assignments but most importantly, I enjoyed being able to do things at my pace. I must say that the most exciting and challenging course was the Iridology Diploma, and I am happy that I was able to do well in all the courses."

Learn how to manage internal and/or external stakeholders’ expectations within a project environment. Course overview Duration: 1 day (6.5 hours) This course is suitable for anyone who has to manage internal and/or external stakeholders’ expectations within a project environment. The course will provide tools and techniques to manage stakeholder’s expectations and needs. It will help participants to map all stakeholders who impact the capability to deliver the desired results. Participants will work with a fictitious project to bring all the analysis and tools to life.  Objectives  By the end of the course you will be able to: Identify both primary and secondary stakeholders Use tools and processes to manage stakeholder expectations Use techniques to help win support for your projects Put together a stakeholder communication plan Determine the best communication methods Build relationships between you and key stakeholders Use influencing skills to influence stakeholders before they influence you Effectively handle conflict that occurs throughout the project lifecycle Determine the fundamental rules of negotiation and how to achieve a satisfactory outcome Content Identification and stakeholder analysis Using a mind map to determine stakeholders and stakeholder groups Analysis of stakeholder interest and power Using different tools to help determine stakeholder needs and expectations Categorising your stakeholders into primary, secondary and key Interviewing stakeholders to determine needs, expectations and politics Influencing strategies Using a planning tool to determine how different stakeholders can be influenced Interviewing stakeholders to determine what will motivate/de-motivate them Looking at communication methods and choosing the most appropriate in order to influence and manage expectations Production the communication strategy Using a case study and project Gantt to produce a detailed communication plan Using a communication plan structure Conflict Management Identifying common causes of conflict in the project lifecycle Finding the most appropriate response to resolve conflicts effectively Determining your default position and understanding why it might not always be right Negotiation The different types of negotiation used in the project environment Determining a simple negotiation process Understanding the principles of effective negotiation – the do’s and don’ts