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Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

Concise Cisco routers course description A fast paced practical hands on introduction to Cisco routers concentrating on basic product knowledge needed for the real world. Starts with the basics of routing through configuring static routes, RIP, OSPF, and EIGRP ending with access lists. Hands on sessions follow all the major chapters with a major practical at the end to reinforce all that was learnt in the course. What will you learn Use the Cisco setup script. Use the Cisco command line. Perform basic troubleshooting. Configure - Interfaces - RIP, IGRP - OSPF, EIGRP Concise Cisco routers course details Who will benefit: Anyone who will be working with Cisco routers. In particular: Network Administrators, Field engineers, Network support personnel Prerequisites: None, although a knowledge of the TCP/IP protocols would be advantageous. Duration 3 days Concise Cisco routers course content Basics of routing What are routers? Network protocols, Routing protocols. The Cisco routers Router models, The IOS, DRAM, SRAM, NVRAM, Flash, ROM and boot flash. Getting started Accessing the router, installing a Cisco, using the setup script. The command line interface User and privilege modes, online help show, debug, basic troubleshooting Configuring Ciscos The configuration editor, Global, major and sub commands, enable, secret and other passwords, telnet. Miscellaneous exercises Buffered logging, web access, CDP… Subnetting IP addressing rules. The need for subnetting, subnet masks, Calculating network numbers. Configuring Interfaces Basics, Ethernet, Serial lines, PPP, DCE, loopback interfaces. Static routes Why use static routes? Configuring static routes, default routes. Configuring RIP and IGRP How they work, configuration, troubleshooting. OSPF Configuration and troubleshooting. EIGRP Configuration and troubleshooting. Housekeeping Configuration management, offline editing and TFTP usage. Cisco boot sequence, IOS upgrades. Bypassing Cisco passwords. Access lists What are access lists? General rules, basic and extended IP access lists. Putting it all together A series of exercises based around, installs, adds, moves, changes, upgrades and troubleshootin

Sockets programming training course description A hands on course for programmers using Sockets. It is important to recognise that the course assumes that delegates are already familiar with TCP/IP and Python. Practical exercises follow all the major theory sessions. What will you learn Read Python programs which use Sockets. Write Python programs which use Sockets. Debug Python programs which use Sockets. Sockets programming training course details Who will benefit: Programmers working with network applications. Prerequisites: TCP/IP foundation for engineers Python for network engineers Duration 2 days Sockets programming training course contents What is a socket? Review of IP, ICMP, UDP vs TCP, IP addresses, protocol numbers, ports. API's, UNIX I/O, sockets. SOCK_STREAM, SOCK_DGRAM. Hands on Compile and run code. The systems calls Clients and servers, structs, socket(), bind(), connect(), listen(), accept(), send(), recv(), sendto (), recvfrom(), close(), shutdown(), getpeername(), gethostname(). Hands on Walk through of example client and server code. First code TCP connections, passive opens, active opens. Hands on Write a simple 'hello world' server and client. Application protocols User character stream, ASCII turn taking, binary protocols. Hands on Raw SMTP, Writing a mail client. Clients Concurrency, polling, threads, event driven programming. Hands on Conferencing application. Servers Concurrency, stateful, stateless. Forks and execs. inetd. Hands on Running servers with and without inetd, chroot jails, conferencing server modifications. Advanced techniques Blocking, select(), partial send(s). Raw sockets, example sockets using Java, Perl and PHP. Hands on A broadcast application.

RADIUS training course description A fast paced hands-on introduction to RADIUS. Moves from installation and configuration through to packet analysis and accounting. Practical exercises are spread throughout the course to maintain student interest. What will you learn Configure PPP and PAP/CHAP. Install and configure RADIUS servers. Describe how RADIUS works. Setup RADIUS accounting. Analyse RADIUS packets. Troubleshoot RADIUS installations. RADIUS training course details Who will benefit: Network Administrators. Support personnel. Anyone who will be working with RADIUS. Prerequisites: Knowledge of the TCP/IP protocols would be advantageous. Duration 2 days RADIUS training course contents What is RADIUS? AAA services, Authentication, Authorisation, Accounting, local AAA services, remote AAA services, What is RADIUS? RADIUS as a protocol, RADIUS as an architecture, RADIUS as a standard. Installing RADIUS RADIUS platforms, RADIUS servers, client server communications, services, daemons. Hands on Installing RADIUS and testing with NTRadPing. Server configuration Configuring clients on the server, shared secrets, usernames and passwords. IP address pools. Hands on Configuring a server and testing with NTRadPing. Client configuration Example clients, client configuration steps, enabling RADIUS, pointing clients to the server, shared secrets, example Cisco authentication, example Cisco authorization. Hands on Configuring clients for RADIUS. How RADIUS works RADIUS architecture, RADIUS and authentication, PPP, PAP, CHAP, RADIUS SUCCESS, RADIUS FAILURE, the RADIUS protocol stack, the RADIUS protocol, the RADIUS header, RADIUS codes, RADIUS attributes, ACCESS-REQUEST example, ACCESS-ACCECPT example, CHAP example, proprietary attributes, using unassigned type codes, RADIUS attribute 26, Cisco specific attributes. Hands on Analysing RADIUS packets, configuring PPP CHAP to work with RADIUS. RADIUS accounting Simplified operation, Accounting codes, Accounting attributes, client and server configuration for accounting. Hands on Configuring RADIUS accounting. RADIUS architectures Traditional architecture, multiple RADIUS servers for resilience, Proxy RADIUS servers, Realms, RADIUS in VPNs, RADIUS with 802.1x. Hands on Using multiple RADIUS servers, Proxies. Troubleshooting RADIUS General problem solving, basic tools, RADIUS troubleshooting, Common configuration errors, log files, RADIUS design and performance. Hands on Fixing RADIUS problems.

Launch your Detailing Career Combining two of our syllabus levels into a 5-day period, this course has been specially created to accommodate those travelling from further afield, and international detailer training. UK Detailing Academy's recommended syllabus path remains that structured learning over a longer period remains the most effective way to deliver vocational education. It's the reason we disagree with supposed one-week 'master detailer' courses in principle, there's just too much information in a short space of time. However, we recognise that, for some, the logistical challenges can be both burdensome and financially off-putting. With that in mind, we have taken the decision to introduce an allowance to book Levels One and Two of our detailer syllabus back to back for those travelling long distances to attend. Attendees will still need to complete the coursework and take the online exams for both levels in order to achieve our certification. For more information on the syllabus of both courses, please read through the full course description below. Notes: Mondays are the only start day available online as this is a 5-day course. If you need to start on another day due to travel and run over into the following week, please contact us to discuss. To book this course using Paypal Credit, please contact the office as it exceeds the advertised maximum payment limit, which we can then negotiate. Combining two of our syllabus levels into a 5-day period, this course has been specially listed to accommodate those travelling from further afield and international detailer training. UK Detailing Academy's recommended syllabus path remains that structured learning over a longer period remains the most effective way to deliver vocational education. It's the reason we disagree with supposed 5-day 'master detailer' courses in principle. However, we recognise that for some the logistical challenges can be both burdensome and financially off-putting. With that in mind, we have taken the decision to introduce an allowance to book Levels One and Two of our detailer syllabus back to back for those travelling long distances to attend. Attendees will still need to complete the coursework and take the online exams for both levels in order to achieve our certification.   The aim of Level One is ideal for those just about to, or have recently entered the detailing industry, or those who wish to reset and refresh their skills. the aim is to familiarise the candidate with the processes and maintenance of vehicles from a professional and business view, teaching the foundations of correct vehicle cleaning up to the final familiarisation of entry-level dual action machine polishers. Business practices and health and safety are explored covering areas such as pricing, marketing, SDS and environmental conformity. Along the way topics covered will be: Washing stages Wash media Environmental considerations Drying methods Bonded contamination and its removal Wheel care and maintenance Glass and hard surfaces Engine bay cleaning Vulnerable surfaces Efficiency and process PPE and safety Clothing and working practices Risk assessment Chemical knowledge Van set-ups Interior detailing Leather and soft surface care Fillers/glazing Dual action machine polishers intro Minor defect identification Paint types LSPs Final presentation Marketing Conflict resolution and customer care Financing Insurance Pricing and quotes Business Administration Memberships Social Media Manual handling Safe working practices Pre-work inspection Level 2 Following your introduction skills learnt in Level One you will be progressing onto more advanced machine polishing and cleaning techniques. Machines introduced at this level include forced rotation dual action polishers, every inception of Dual action polishers, both in throw and size. We'll also look at pad types, heavy cutting options and defect identification to assess what can be rectified and how. Interiors are explored in greater depth with higher yield services with dry steam cleaning, odour removal, leather protection and treatment, and stain removal with the associated chemistry. • Pad types • Compound grades • Rubber and plastic protection • Coatings after-care • Polymer and PTFE exterior LSPs • Glass sealants • Troubleshooting • Accreditations • Financial management • Insurance • Marketing • Pricing • Spot Sanding • Targeting your customer base • Safe working practice • Workshop planning • Intermediate chemical knowledge • Efficiency and time management • Matt finishes • Environmental considerations • Advanced cleaner chemistry • Bonded overspray and concrete • LSPs • Engine bay detailing • Plastic trim restoration • Odour removal • Steam cleaning • Stain removal & chemical principles • Fabric and leather protection • Paint types and their principles • Long and short throw DA machines • Forced action machines • Lighting • Defect identification All levels are accompanied by a full course booklet to revisit topics covered when needed. Practical assessment takes place as part of the original training session, at the end of the course you will be assigned a (manageable) series of case studies and exercises to complete over the period of 3 months to cement the knowledge. There is then an externally assessed online exam, to ensure there are no weaker/problem areas and to assess the candidate's knowledge. After which the Level One and Two accreditations are awarded and you can either progress or choose to practice the skills gained with ongoing support. We would again stress that, if able to attend both courses separately, candidates are likely to better retain the information delivered. However, if logistics are a challenge, then this is the ideal course to get your detailing career started.   Course Length 3 Days (0930 - 1600) Group Size One-to-One Location UK Detailing Academy, 2 Purlieus Barn, Ewen, Cirencester, GL7 6BY Experience / Qualification Open to all Refreshments or Lunch Refreshments included

About this Training Course The 3-day hands-on petroleum economics training course provides a comprehensive overview of the practices of exploration and development petroleum economics and its application in valuing oil and gas assets to aid corporate decisions. Participants will gain a thorough understanding of the principles of economic analysis as well as practical instruction in analytical techniques used in the industry. The participants will learn how to construct economic models, to include basic fiscal terms, production and cost profiles and project timing. The resulting model will provide insights of how the various inputs affect value. Example exercises will be used throughout the course. Training Objectives Upon completion of this course, participants will be able to: Understand and construct petroleum industry cash flow projections Calculate, understand and know how to apply economic indicators Learn and apply risk analysis to exploration and production investments Evaluate and model fiscal/PSC terms of countries worldwide Target Audience The following oil & gas company personnel will benefit from the knowledge shared in this course: Geologists Explorationists Reservoir Engineers Project Accountants Contract Negotiators Financial Analysts New Venture Planners Economists Course Level Basic or Foundation Intermediate Trainer Your expert trainer has over 40 years' experience as a petroleum economist in the upstream oil and gas industry. He has presented over 230 oil and gas industry short courses worldwide on petroleum economics, risk, production sharing contracts (PSC) and fiscal analysis. In over 120 international oil industry consulting assignments, he has advised companies and governments in the Asia Pacific region on petroleum PSC and fiscal terms. He has prepared many independent valuations of petroleum properties and companies for acquisition and sale, as well as economics research reports on the oil and gas industry and including commercial support for oil field operations and investments worldwide. He has been involved in projects on petroleum royalties, design of petroleum fiscal terms, divestment of petroleum assets, and economic evaluation of assets and discoveries since the early 1990s to date. He has been working on training, consultancy, research and also advisory works in many countries including USA, UK, Denmark, Switzerland, Australia, New Zealand, Indonesia, India, Iran, Malaysia, Thailand, Vietnam, Brunei, Egypt, Libya, and South Africa. POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information post training support and fees applicable Accreditions And Affliations

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IPv6 training course description IPv6 is the next generation Internet Protocol. This hands-on course looks at the benefits and features of the new protocol along with an assessment of the likely impact of the protocol and migration strategies. Practical exercises using PCs and routers follow the major sessions in order to reinforce the theory. What will you learn Configure PCs and routers for IPv6. Troubleshoot IPv6 networks. Analyse IPv6 packets. Plan migration strategies for IPv6. Integrate IPv6 and IPv4 networks. IPv6 training course details Who will benefit: Anyone working in the field of networking. Prerequisites: TCP/IP Foundation for engineers Duration 3 days IPv6 training course contents Introduction Reasons for IPv6, IPv4 weaknesses, what is IPv6? IPv4 solutions for solving address wastage, the origins of IPv6. hands on IPv6 on a PC, IPv6 on a router. IPv6 addressing IPv6 address allocation, address format, Prefixes but no masks, address categories, scope zones, aggregatable global unicast, link local, Unicast, Multicast, Anycast. Prefix delegation. hands on Link local addresses, manual address configuration, name resolution. Plug and play Plug and play addressing, ICMP neighbour discovery, router solicitation, DHCPv6, stateful autoconfiguration and stateless autoconfiguration. hands on Plug and play addresses and default gateways. The IPv6 header The IPv4 header, IPv6 header format, QoS, flow control, priority field, extension headers, hop by hop, destinations header, fragmentation header, security, IPsec, AH, ESP, TCP and UDP, ICMPv6. hands on IPv6 packet analysis. Migrating to IPv6 Overview, migration, dual stack, IPv4 compatible addresses, DNS, IPv6 DNS issues, AAAA records, IPv6 reverse delegation, DNS transport, protocol translators, NAT-PT, NAPT-PT, NAT64, DNS64, tunnelling, tunnel establishment, tunnel brokers, Tunnel types. hands on Dual stack operation, tunnelling, IPv6 name resolution. IPv6 routing IPv6 routing, RIPng packet format, RIPng for IPv6, OSPF for IPv6, MBGP, multiprotocol routing, MBGP and multicasts, MBGP and IPv6. hands on Base router setup for IPv6, IPv6 static routes, RIPng, OSPFv3. MBGP

This class is a great strength building workout with a boost of high intense training for just 30 minutes of physical fitness, great improver to build up your strength for your next pole stages, or for other sports activities.