475 Communication courses in Birmingham

Telephone selling can be a challenge. It can be a pressured environment and sales professionals need to be able to maintain peak performance in order to meet - and preferably exceed - their targets. This programme will help make it easier for them. The expert trainer covers the whole process, to help participants see it from their customer's perspective. The focus is on how to use a practical understanding of sales psychology, and of the nature of the telephone sales conversation, to help make it easier for customers to buy. This programme will give your team the skills to: This course will help participants: Understand why people buy - and how that makes it easier to sell Manage the sales process better Steer their sales calls to a more positive outcome Recognise - and respond to - customer buying signals Meet and overcome objections Choose the most appropriate techniques for closing with confidence Enhance their resilience Improve their communication skills on the telephone 1 Introduction Aims and objectives Overview Self-appraisal of current skills and development areas 2 The sales approach What selling means Why selling is like nature 3 The telephone as an instrument of communication Qualities of the telephone How telephone communication differs from face-to-face Advantages and drawbacks of the telephone How to optimise selling over the telephone Communication techniques to help you stand out from the crowd 4 Creating a relationship Professional telephone etiquette Building a rapport Connecting with the customer so that they feel you are on the same wavelength 5 The structure of a sales call Opening the call - creating a positive first impression Effective questioning to gather information and establish need Identifying and presenting the features and benefits of the product or service Matching the benefits to customers' needs Recognising and responding to buying signals Anticipating, meeting and overcoming objections Closing the sale and asking for the order - different closing techniques The importance of testimonials - how to obtain them and when to use them 6 Listening skills The challenges of accurate listening How to enhance listening skills Ensuring the customer feels heard and understood through empathetic listening 7 Shaping and using a script Developing a script to increase levels of confidence Leaving the door open 8 Managing the campaign Organisation and call planning Identifying your target market group Planning who and when to call Logging constructive information 9 Personal management The importance of persistence Is there a time to back off? Stamina - optimising energy levels Bouncing back 10 Practising the new information Pulling the details together Practising in a supportive environment 11 Action planning Personal learning summary and action plan

Your grumpiest customers can become your biggest advocates if you solve their problems quickly, effectively and permanently. We supply the top tips for dealing with tricky customers so your teams can create positive outcomes from every interaction with some simple techniques that make a difference to relationships straight away. Bespoke courses include: Customer needs and expectations Communication styles and how to influence them Assertiveness The 4 psychological fears Dealing with difficult customer behaviour The power of your behaviour Five steps to customer problem solving

Helping people become more efficient in how they manage and prioritise their working day, and for leaders and managers, how they can work efficiently by collaborating effectively with their people.

Transmission demystified training course description Transmission is the process of sending information along a medium of, copper, fibre or wireless. This course looks at transmission techniques for both telecommunications and data communications with a particular focus on Microwave, SDH, DWDM transmission. The course aims to demystify these technologies by explaining all the buzzwords used in transmission. What will you learn Describe various transmission technologies such as multiplexing and demultiplexing. Explain how Microwave works. Explain how SDH works. Explain how DWDM works. Transmission demystified training course details Who will benefit: Anyone working in telecommunications. Prerequisites: None. Duration 2 days Transmission demystified training course contents Transmission basics Systems, media, signals. Signal degradation, noise, distortion, attenuation. Digital, analogue. Modulation, encoding. RF Frequency, wavelength. Distance / range issues, interference, Antenna, power, dB, RF propagation, testing. Microwave transmission What is microwave transmission, point to point communications, line of sight, parabolic antenna, relays, planning considerations, rain and other issues Wired transmissions Copper, Fibre, optical transmission, fibre characteristics, fibre component parts. Multi Mode Fibre (MMF). Single Mode Fibre (SMF). Fibre connections. Lasers. Attenuations, dispersion, optical signal noise ratios (OSNR) and their effects. Channel Spacing and Signal Direction. Limiting factors to single wavelength. Introduction to SDH Timing and synchronisation of digital signals, the plesiochronous digital hierarchy (PDH), the synchronous digital hierarchy (SDH), service protection with SDH. TDM. SDH6 Standards, basic units, frames, STM1 frame, bit rates, STM0, STM1, STM4, STM16, STM64, STM256, SDH architecture, rings, Add drop multiplexors. SDH network topologies, structure of SDH equipment, SDH synchronisation, protection switching in SDH networks, SDH alarm structure, testing of SDH, equipment and systems, Ethernet over SDH. WDM overview Multiplexing, TDM, WDM benefits. WDM standards. CWDM vs. DWDM. Four Wave Mixing (FWM). Impact and countermeasures to FWM on WDM.tructure of SDH equipment, SDH synchronisation, protection switching in SDH networks, SDH alarm structure, testing of SDH, equipment and systems, Ethernet over SDH. DWDM ITU G.694.1, channel and spacing. Optical Terminal Multiplexers (OTM). Optical Add/Drop Multiplexers (OADM). Adding versus dropping. Optical Amplifiers. Erbium Doped Fibre Amplifiers (EDFA). Transponders and Combiners. Optical and Electrical Cross Connects (OXCs/DXCs). Cross Connect types (Transparent/Opaque). Advantages and disadvantages of various Optical cross connects. IP transmission Telecommunications versus data communications, IP transmission, VoIP, MPLS.

Refresh and revitalise your sales teams with a bespoke sales training programme that’s designed to lift their skills and motivation. Our sales experts use learner-centred and coaching methodologies to provide top tips to make a difference to success rates and relationships straight away. Stripped-back sales skills with sensational results, a bespoke course may include: Applying the steps of any sales cycle to your market Communication and relationship building Qualifying and questioning skills Prospecting and pre-call planning Making a pitch Emotional intelligence in sales Objection handling Closing the deal

VSAT training course description This 2 day training course examines what VSAT is, its usages and users. It then looks at the hardware required for VSAT. What will you learn Explain how VSAT is used Describe the hardware required for VSAT operation. VSAT training course details Who will benefit: Anyone working with VSAT. Prerequisites: None. Duration 2 days VSAT training course contents Introduction History of PMR VSAT Introduction A Brief History Satellite Services Satellite Communications Satellite Footprint Radio Frequency Bands ITU Definitions VSAT Users What is a VSAT? VSATs - Usage VSATs - Users VSAT Hardware Typical System Hardware VSAT ODU and IDU VSAT Station Equipment Diplexer and Feed Horn Typical Waveguide Element Polarisation VSAT Hub Antenna Pointing Outdoor Unit Outdoor (continued) VSAT Network Earth Stations Indoor Unit VSAT Network Earth Stations Indoor Unit Element Hub Station Hub Sub-station Hub Options Hub Options (2) Hub Options (3) Temporary Mount

LTE training course description This course is designed to give the delegate an understanding of the technologies used within a 3G UMTS mobile network. During the course we will investigate the UMTS air interface and the use of Wideband-Code Division Multiple Access (WCDMA) to facilitate high speed data access, together with HSPA to offer mobile broadband services. We will describe the use of soft handover rather than hard handover procedures and soft capacity sharing. The course includes a brief exploration of the UMTS protocol stack and the use of PDP Context and QoS support features. What will you learn Explain the 3G UMTS architecture. Describe the role of a Drifting & Serving RNC. Explain the use of ARQ & HARQ for mobile broadband. Describe how IMS integrates into the architecture. Describe the use of Media Gateway Controllers. Identify the temporary identities used within 3G UMTS. LTE training course details Who will benefit: Anyone working within the telecommunications area, especially within the mobile environment. Prerequisites: Mobile communications demystified Telecommunications Introduction Duration 2 days LTE training course contents LTE Introduction The path to LTE, 3GPP. LTE to LTE advanced. LTE Architecture The core, Access, roaming. Protocols: User plane, Control plane. Example information flows. Bearer management. Spectrum allocation. LTE technologies Transmission, reception, OFDMA, multiple antenna, MIMO. LTE Air interface Air interface protocol stack. Channels, Resource Grid, cell acquisition. Up and downlink controls. Layer 2 protocols. Cell acquisition Power on, selecting networks and cells. RRC connection. Attach procedure. Mobility management Roaming, RRC_IDLE, RRC_CONNECTED, cell reselection, handover, interoperation with UMTS and GSM networks. Voice and text IMS, QoS, policy and charging.

Copper cabling systems training course description A hands on training course covering installation, termination and testing of copper cables in an internal environment. The course covers all copper cabling but hands on sessions focus on unshielded Twisted Pair. What will you learn Recognise different copper cables and when to use them. Install and terminate UTP cables. Test and certify UTP cables. Copper cabling systems training course details Who will benefit: Professional cable installers. Prerequisites: None Duration 2 days Copper cabling systems training course contents Communications principles Use of cables in data networks, Use of cables in telephone networks, conductors and insulators, current, resistance, voltage and Ohms law. Copper cabling per cabling Coaxial versus twisted pair. UTP and STP. Cat 5, 5e, 6 and 7. Straight through, cross over, others. Hands on: Building a simple network. Cable termination Cable termination Preparing cables for termination, termination techniques, termination tools. Wiring standards, colour codes. Hands on: Making your own cables and using them in the simple network. Cable architectures Structure cabling system components, topologies, horizontal wiring, vertical wiring, telecomms rooms, server rooms. Hubs, switches and routers implications. Trunking. Cabling documentation, symbols and abbreviations. Hands on: punch blocks, testing continuity. Cable installation Site surveys: pathways and spaces, support structures, distance limitations. Recommended installation practices, laying and setup, retrofits. Health and safety factors, fire and building codes. Hands on: Performing a site survey, installing cable with floor boxes. Testing Basic testing, volt meters, tone set, Cat 5 testers, Cat 5e testers, Cat 6 testers. Certifying performance, Cat 5, 5e and 6 performance parameters. External factors. Common faults. Hands on: Testing an installation, troubleshooting faults. Other aspects Telephony cables, shielded cables. Hands on: installing telephone cable, testing continuity.

Firewalls training course description A technical hands on training course covering firewall technologies. This focuses on the whys and hows of firewall technology rather than looking at manufacturer specific issues. What will you learn Design secure firewall protected networks. Test firewalls. Evaluate firewalls Configure firewalls Firewalls training course details Who will benefit: Technical staff wanting to learn about Filrewalls including: Technical network staff. Technical security staff. Prerequisites: IP security foundation for engineers Duration 2 days Firewalls training course contents Firewall introduction Security review, what is a firewall? What do firewalls do? Firewall benefits, concepts. Hands on Configuring the network to be used in later labs, launching various attacks on a target. Firewall types Packet filtering, SPI, Proxy, Personal. Software firewalls, hardware firewalls, blade based firewalls, personal firewalls, which firewall should you use? Firewall products. Hands on Configuring a simple firewall. Packet filtering firewalls Things to filter in the IP header, stateless vs. stateful filtering. ACLs. Advantages of packet filtering. Hands on Configuring packet filtering firewalls. Stateful packet filtering Stateful algorithms, packet-by-packet inspection, application content filtering, tracks, special handling (fragments, IP options), sessions with TCP and UDP. Firewall hacking detection: SYN attacks, SSL, SSH interception. Hands on Stateful packet inspection firewalls. Proxy firewalls Circuit level, application level, SOCKS. Proxy firewall advantages and disadvantages. Hands on Proxy firewalls. Personal firewalls The role of personal firewalls, Windows XP, Zonealarm. Hands on Configuring a personal firewall. Firewall architectures Home based, small office, enterprise, service provider, what is a DMZ? DMZ architectures, bastion hosts, multi DMZ. Virtual firewalls, transparent firewalls. Dual firewall design, high availability, load balancing, VRRP. Hands on Resilient firewall architecture. Securing communications VPNs, IPsec. Firewall configuration of VPNs, integration of dedicated VPN devices and firewalls. Hands on IPSec VPN configuration. Testing firewalls Configuration checklist, testing procedure, monitoring firewalls, logging, syslog. Hands on Testing firewalls.

Essential GEPON training course description Designed to benefit those requiring an in depth knowledge of the principles and applications of the IEEE Ten Gigabit Ethernet and Gigabit Ethernet Passive Optical Networking and Fibre to the X in NG network applications and their associated equipment, its flexibility and function within a modern transmission network. Using an effective mix of instruction and correlation to theory based learning the delegate will gain a complete understanding of the equipment and the tasks to be undertaken in a real life situation. What will you learn Compare FTTx networks. Compare PON variants. Recognise the GEPON architecture. Explain how GEPON works. Recognise GEPON issues. Essential GEPON training course details Who will benefit: Anyone requiring GEPON knowledge. Prerequisites: Introduction to data communications and networking. Duration 2 days Essential GEPON training course contents FTTN, FTTC, FTTH Single Mode Fibre (SMF) and various types, Multimode Fibre (MMF), Fibre Safety and properties (Dispersion/attenuation), Fibre Reel cables and types, Fibre installation and air blown fibre, Transmitters and receivers - power budget/laser classes, Fibre to the home (FTTH), FTTC (Fibre to the Cabinet), FTTN (Fibre to the node), FTTD (Fibre to the Desk), FFTH Topologies and wavelengths, Active or Passive Optical Network (PON). WDM equipment and GPON OSP design Wavelength considerations, WDM/DWDM/CWDM EDFA optical amplification, AWG (Arrayed Waveguide Grating) splitters, Couplers (splitters) and losses, Optical splitters 1x2, 1x4, 1x8, 1x16, 1x32, 1x64, 2x64. IEEE PON variants Gigabit Ethernet Passive Optical Network (GEPON), Time Division PON (TDM-PON), Wave Division Multiplexing PON (WDM-PON), 1Gbps, 10Gbps, 40Ggps, 100Gbps, Strategies for TDM-PON to WDM-PON migration, Architecture of NG-PON (hybrid WDM/TDM PON), Additional services than triple play. GEPON design GEPON OSP centralized design, GEPON OSP distributed design, GEPON PON splitters x4 x8 x32, Fibre splice trays / fibre cassette trays / fibre enclosures, GEPON field testing /GEPON field installation verification, GEPON physical layer testing, Optical Time Domain Reflectometer (OTDR), Optical power source /Optical power meter, Optical Return Loss (ORL), APON/BPON/GPON/EPON/GEPON/10-GEPON comparison. IEEE 802.3ah GEPON: Ethernet in the first mile IEEE 802.3 options, Optical Ethernet options, Ethernet in the first mile, 1000BASE-LX, 1000BASE-SX, IEEE 802.1Q VLANs, Q-in-Q and MAC-in-MAC. QofS Ethernet TOS and priority methods PCP and DiffServe, Reference model / terminology / architecture, Example of ONT functional blocks, Example of OLT functional blocks, FTTx scenarios, The four switching arrangements for external access network backup. IEEE 802.3av 10-GEPON Physical layer, 10GBASE-SR, 10GBASE-LX4, 10GBASE-ER, 10GBASE-LR, 10GBASESW, 10GBASE-LW, 10GBASE-EW, Enhancement band, Bit rate and wavelengths, Compatibility, Forward error correction. IEEE 802.3ca 25G, 50G and 100G NG-EPON MAC frame structure, Downstream multiplexing / Upstream multiplexing, Media access control and ONU registration, Alarm messages. IEEE 802.3bk extended EPON Laser Types PRX40 and PR40, Reference model. GEPON issues and standards GEPON components OLT / GEPON ONT and examples GEPON management, RG (Residential Gateway), HPNA (Home Phone Network Alliance), Power Line Carrier (PLC), GPON DLNI, G.hn or G.9960 MOCA, FTTH Council certification, Standard for network certification, Qualify for use of the fibre-connected home badge, GEPON frame synchronization to network timing, Direct clock synchronization interface (BITS), Multiservice Access Platform (MSAP), Software planning tool. Superconnected cities / voucher scheme. Ethernet OAM Link monitoring, remote failure indication, Remote loopback.