457 Communication courses in Brixham

Our *NEW* Mini First Aid Baby Proofing class is our second class, designed for parents and carers of babies and children over 3 months. It can be taken after our 2 hour Baby and Child First Aid class, or in isolation for those parents who are starting their weaning journey, or have a baby on the move!

In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: Take control of a customer conversation, with confidence Refresh and polish their customer service and sales performance Recognise and develop a sales opportunity Engage the customer and build rapport Identify a customer's needs Match the customer's needs to the organisation's products or services Handle objections confidently Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 Introduction Course overview, objectives and introductions 2 Serving or selling? Feelings and attitudes - How we can affect the outcome by our feelings and behaviour What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 Developing the right skills Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? Relating to different types of people by identifying and matching their communication style on the telephone 4 Making it easy for the customer Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy Closing on a positive note- When and how to ask for commitment Dealing with the customer's objections and concerns in a positive manner 5 Course summary and action plans Review of main learning points Presentation of personal action plans

VoIP and IP Telephony training course description A concise overview course for management covering voice communications using IP networks. The course focuses on how VoIP works at a simplified level enabling delegates to recognise the key decisions to be made when implementing VoIP. What will you learn Describe the key buzzwords used in the VoIP arena. Explain how VoIP and IPT work (at a simplified level). Describe the issues of providing a converged architecture. Recognise the key decisions to be made when implementing VoIP VoIP and IP Telephony training course details Who will benefit: Anyone, although the course is particularly aimed at non-technical personnel needing some knowledge of VoIP. Prerequisites: Network fundamentals Duration 1 day VoIP and IP Telephony training course contents Introduction What is VoIP, brief review of IP, brief review of telephones, voice and signalling. VoIP issues Bandwidth, Delay, Jitter. Voice coding and compression, packetising voice, comparison of techniques, MOS.IP performance and QoS. The need for QoS, prioritising voice. Architectures Hard phones, soft phones, video phones, desktop, backbone, gateway, integrating analog phones and PCs, carriers, Softswitches. VoIP protocol stack RTP, RTCP. H.323 vs SIP, other signalling protocols. H.323 Architecture, Call setup, Gatekeepers. SIP Comparison with H.323, SIP proxy, proxy servers, redirect servers, location servers. MGCP and MegaCo Carrier networks, PSTN breakout, SS7 gateways, MGCP, Megaco. IP PBXs Integrating IP into 'normal' PBXs, IP PBXs, Asterisk. UM, other telephony applications.

Network automation training course description This course concentrates on the technical side of tools and languages for network DevOps rather than the soft skills. These tools include Python, Ansible, Git and NAPALM By the end of the course delegates should be able to recognise the tools that they can use to automate their networks and be able to use the knowledge gained to feel confident approaching network automation. What will you learn Describe network DevOps. Choose network automation tools. Explain the role of various network automation technologies including: Python Ansible Git NAPALM Network automation training course details Who will benefit: Those wishing to learn about the tools of network automation. Prerequisites: Introduction to data communications. Duration 1 day Network automation training course contents What is DevOps and network automation Programming and automating networks, networks and clouds, AWS, OpenStack, SDN, DevOps for network operations. Unit testing. Hype vs reality. Benefits and features. Network monitoring and troubleshooting Traditional methods, SNMP. Netflow and xflow. Traditional automation. Streaming telemetry. Event driven automation. gRPC, Protocol buffers. Configuration management Catch 22 and initial configuration. ZTP, POAP. Traditional automation. TFTP. Ansible vs the rest (chef, salt, puppet). Jinja2 and templating. How ansible works. Network programmability Programming languages. Linux, shell scripting. Python vs the rest. Off box vs on box automation. Python network libraries Sockets pysnmp, ncclient, paramiko, netmiko, pyez, NAPALM. APIs Proprietary APIs, CLI, NETCONF, RETCONF. YANG, XML, YAML, JSON. Other tools Git, GitHub, Jenkins, JIRA and others.

It is important for Officers to understand the roles and responsibilities, processes and procedures involved when working with Elected Members. They also need to appreciate the significance of Elected Members as the decision-makers in local government. Officers have a responsibility to work and communicate with Elected Members effectively. This very successful course is designed to help Officers with this. Note: this is very much an indicative outline. The programme is tailored to the needs of each particular organisation. To provide managers with the knowledge and understanding they need to have productive working relationships with Elected Members and provide appropriate support. By the end of the course participants will: Understand the roles, responsibilities, processes and procedures in place for working with Elected Members Be able to identify the best way to approach potentially sensitive issues Understand the skills and behaviours required for working effectively with Members Be able to deploy their influencing skills more successfully Review their learning and have an action plan to take back and implement at work Note: this is very much an indicative outline. The programme is tailored to the needs of each particular organisation. 1 Introduction Welcome and introductions Objectives and programme overview 2 Working in a political environment What is political awareness? Contact and experience with Members Importance of the role of Members 3 Why be an Elected Member? Perceptions of what Elected Members are and do Values of Members and their motivations for doing what they do 4 Political decision-making in local government Current challenges and drivers affecting the organisation / the council Roles and responsibilities of Officers and Members Centrality of Members' strategic role 5 (Option) A day in the life of an Elected Member An Elected Member gives a talk about what they do 6 Having a beneficial relationship between Officers and Members 7 Member / Officer communication Discussion of the formal processes, service procedures, etc (whether enshrined in a protocol, Memorandum of Understanding, etc) Response times and requirements Procedures required by Heads of Service [if appropriate] 8 Influencing styles and strategies Different forms of power and how they impact Developing an appropriate 'influencing style' Exploring strategies for improving communication and influencing at work 9 Review and evaluation Review and evaluation of learning Personal action plans

At times, everyone involved with a business will find themselves in a position where they are faced with difficult decisions. Being able to deal with these situations effectively and confidently is an important interpersonal skill. This is especially true for managers who will be forced to make tough decisions on a regular basis, but need to ensure that the business continues to perform both during and after the difficult decisions have been made. The manner in which they approach and implement these decisions can sometimes be the difference between success and failure. Course SyllabusThe syllabus of the Dealing with Difficult Situations with Confidence course is comprised of four modules, covering the following: Module OneSelf Awareness Attitude towards challenges - self-resilience Going into a challenging scenario - how to prepare Recognising the signs of contention Giving feedback constructively Module TwoHaving Difficult Conversations with Confidence Behaviour labelling - preparing the approach Assertiveness techniques Dealing with a difficult issue focussing on behaviour & consequences Keeping objective and professional throughout Module ThreeExamining Your Preferred Communication Style Recognising the different communication styles Analysing your preferred style - Paradigm FitIn Profiler review Identifying the most appropriate situations for each style Module FourHelpful Interpersonal Skills Effective questioning techniques Active listening Body language Recognising and dealing with behaviours Displaying and creating positive attitudes Remaining Assertive and in control

2 Day Supervising First Aid for Mental Health course is a specialized program catering to leaders and supervisors, equipping them with essential skills to foster a mentally healthy work environment.

Effective Negotiation Skills for Business Success: In-House Training Become skillful at dealing with unworkable differences - situations where there appears to be no acceptable compromise or acceptable solution. This interactive workshop shows you how to work towards agreements where all parties are satisfied that they have reached a wise outcome efficiently, and where they can come back to the table in the future because the relationship is intact. You will have the opportunity to re-visit a difficult / challenging negotiation that you experienced in the past as well as take part in progressively more challenging case studies that are tailored to the work you do. You will enhance your personal and professional life with powerful new negotiating skills. The goal of this workshop is to improve your negotiation skills by helping you to identify your own preferred negotiation style and strategies, and to learn about the need to plan for any upcoming negotiation. The workshop is also designed for you to experience typical negotiation situations at certain key points of the life cycle of a project, enabling you to develop an awareness of your effectiveness during negotiations at these stages. The majority of time is spent on practicing newly presented negotiation techniques and receiving feedback on application for further development and improvement. What you will Learn At the end of this program, you will be able to: Identify your preferred negotiation style and strategies Examine the Principled Negotiation Model Adapt your negotiation strategy to the progress of the negotiation Experience typical negotiation situations during the life cycle of a project Develop an awareness of your effectiveness during negotiations Improve your negotiation skills Negotiation Model Negotiation defined Negotiation phases Common approaches to negotiating Principled Negotiating Principled negotiation and the four rules Best alternative to a negotiated agreement Project Negotiation Simulation: Part 1 and Part 2 Project Negotiation Simulation: Part 1 Project Negotiation Simulation: Part 2 Negotiating Cases Negotiating cases

When staff are new to sales it can seem daunting, especially when they have targets to meet. If the staff you need to promote your products and services get it wrong then it can knock their confidence and negatively impact how your customers see you as an organisation. This programme provides staff with the basic skills they need to sell. This course will help participants: Profile customers Research and identify potential new customers Use the consultative sales process Build effective rapport with customers Identify customer needs through effective questioning and listening Position products and services effectively Close the sale or gain commitment to further action Manage their customer portfolio to maximise sales 1 Introduction Aims and objectives of the training Personal introductions and objectives Self-assessment of existing sales skills Overview of content 2 Knowing your customers Who are your customers, and what do they want from you? What are your strengths, compared to your competitors? Who are your new potential customers? How do you communicate with new customers? What do you need to know about your customers before you start to sell? Making the initial approach Planning your pipeline - keeping the customers coming 3 The four-step sales process Overview of the consultative sales process Key benefits of using the consultative sales process Focusing on behaviours not targets The behaviours of a good salesperson Common pitfalls and mistakes Personal strengths and weaknesses 4 Building rapport First impressions - Mehrabian theory of communication Short cuts to building rapport Looking out for clues as to how the customer is thinking Looping back to keep the conversation flowing Acknowledging past communication Dealing with emotions such as anger Setting the agenda to keep control Getting past gatekeepers 5 Questioning and listening How to ask open questions to uncover information Left brain questions When closed question can be useful What stops us listening? The four levels of listening How to develop your listening skills 6 Presenting products and services to customers When to present Using benefits not features Making it personal Using reciprocity The tendency towards the middle Using consistency 7 Gaining commitment Testing the water Dealing with objections using ACLEO Asking for the business Getting referrals Ending with a personalised close Following-up 8 Managing your customer pipeline Spotting opportunities for cross-sales Managing your portfolio Maximising sales proactively Review meetings Customer satisfaction measures and surveys Mystery shopping 9 Putting it all together Skills practice Personal learning summary and action plans

Whether you have to chair a meeting, pitch a proposal or speak at a conference you need good communication and presentation skills. Addressing a group of people with assurance and confidence does not come naturally to everyone. Our presentation skills training courses will teach you how to conquer your fears and give a successful and memorable performance. We will tailor the training to your specific needs, from coaching before an important keynote or honing your pitch to improving your negotiation and influencing skills, or learning how to network effectively. A typical course can cover: Recognising the strengths of your own communication style Using the different elements of voice and body language effectively Conquering your nerves and use body language to your advantage Pitching presentations so they meet your audiences’ needs Structuring a presentation so the audience is engaged from start to finish Using visual aids Handling questions All our presentation skills training is bespoke, with options including one-to-one coaching, combined training and coaching programmes and group training courses. All these courses can be delivered virtually, as well as face to face. As many of the skills needed to give a good presentation are shared with media interviews, we frequently combine our presentation skills and media interview skills training. Venue We deliver courses in the most appropriate format for your circumstances – whether face to face or online. Face to face courses are portable: they can be held in purpose-built studios, at your own offices or at an external venue. In the latter two cases, we create a mock studio for the practical exercises. Online courses give you flexibility and enable you to offer training to delegates from all over the world. We have run virtual courses for people from the Far East, South Asia, North America and Europe, as well as the UK.