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Duration 3 Days 18 CPD hours This course is intended for CxO?s IT Managers/ Directors Senior Project Officers Project & Program Coordinator/Managers Operations Managers Quality Managers Business Analysts Engineering Managers IT Infrastructure Managers Internal Consultants Professional Consultants Overview Change and the individual Change and the organization Communication and stakeholder engagement Change practice Dealing with change and more importantly, the impact of change is a high priority for all organisations. The Change Management Certification has been developed by APMG in partnership with the Change Management Institute (CMI), an independent, global professional association of change managers. Together they have developed a professional ?body of knowledge? for the discipline of change management. This body of knowledge now provides an independent benchmark for the professional knowledge expected of an effective change manager. APMG?s refreshed Change Management certification is fully aligned with the change management body of knowledge. Prerequisites There is no prerequisite to attending this foundation course, although it is recommended that candidates should have a good understanding of business practices. 1 - Change and the Organization Drivers for change Developing a vision Culture and climate Emergent change and lifecycle Organizational metaphors Models of change Roles required for change 2 - Stakeholders Principles Identification Analysis Influencing and listening Emotion and demonstration Communications Cognitive biases Remaining people focused Improving Communications Communications channels Collaboration Communications Planning Larger workshops 2 - Change Impact Assessing impact McKinsey 7 S Stakeholder impact assessment Assessing change readiness Large change ? how to staff Building a change team Preparing for resistance Building team effectiveness 4 - Individual Change Learning theory Motivation Change Curve Personality differences

Certified ScrumMaster®: Virtual In-House Training This course is an introduction to Scrum and the principles and tools required to be an effective Scrum Product Owner. You will come away with a good understanding of the Scrum framework and the underlying principles required to make effective decisions regarding the application of the Scrum framework to different situations. Participants successfully completing this course earn a Certified Scrum Product Owner® (CSPO®) designation. The Scrum Alliance certification includes a one-year membership with Scrum Alliance. What You Will Learn You'll learn how to: Use the principles, practices, and tools required to be an effective Scrum Product Owner Make effective decisions regarding the application of the Scrum framework to different situations, including: Setting product vision and goals Chartering the project Writing user stories and structuring your product backlog Scaling the Product Owner Estimating for forward planning Applying prioritization techniques Planning and tracking release progress Getting Started Introduction Course structure Course goals and objectives Agile Principles and Scrum Overview Process control models Incremental and iterative development Shifting the focus on product management Overview of the Scrum process Agile principles Lean principles Scrum Roles and Responsibilities Scrum roles Cross-functional teams Product Owner Responsibilities The Scrum Project Community What happens to my traditional role in Scrum? Chartering the Project Establishing a shared vision Elevator Statement Data sheets Product Vision Box Magazine Review / Press Release Product Backlog and User Stories Product uncertainty and progressive refinement User role modeling User Stories Product backlog characteristics Getting backlog items ready Slicing User Stories Using the product backlog to manage expectations Sprints Done and Scaling Done The Scrum process in detail Sustainable pace The Product Owner's role in each of the Scrum meetings Scaling the Product Owner Scaling Scrum Approaches to scaling the Product Owner Estimation for Forward Planning Why comparative estimation works Planning Poker Affinity Estimation Prioritization Techniques Additional Product Backlog Prioritization Techniques Kano Analysis Theme Screening Release Planning and Tracking Progress Velocity Release Planning Tracking release progress

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In our constantly changing environment, if you always do what you've always done, then you'll always get what you've always got - and that's not enough! Building a strategic marketing plan is a powerful way to take a step back from day-to-day activities, review the opportunities available to your business and your products, and build a roadmap of tactics that will set you apart from the competition. In this workshop, we look at how to build a customer-focused strategic marketing plan to pin-point your milestones to success over a 12-month period. This programme will help participants to: Understand the key questions that a strategic marketing plan should answer Understand the value of customer and competitor insight and how to develop actionable insights to guide your plan Conduct a market analysis and identify the barriers and drivers to success Learn how to build a customer buying journey and how to identify the most valuable customers Develop a customer-focused strategy and customer engagement plans Develop core messages and winning tactics to engage with your key customers Identify the key metrics to review and measure to keep your plans on track 1 Situational analysis Introduction to marketing strategy Market and competitor analysis and insight generation Understanding the customer buying journey How to segment customers to identify your most valuable customer opportunities Identifying the barriers and drivers to your success 2 Strategy Introduction to strategy How to build strategic imperatives and SMART objectives How brand vision and positioning drive customer focus A guide to building key message themes 3 Tactics, messaging and measurement Introduction to building customer-focused tactics How to build a customer-engagement plan How to build key messages and a customer-focused tactical plan A practical guide to developing key metrics to review success and keep your plans on track Actionable outcomes Throughout the programme we will use your own product examples to build your plan, participants will: Learn best practice examples of strategic planning Discover market and customer opportunities to strengthen your competitive edge Create a strategic plan that can be implemented immediately within your business Start planning compelling marketing messages to reach the right customer at the right time Receive immediate feedback on your strategic marketing plan Have the opportunity to share common issues and solutions with colleagues in the group

Duration 3 Days 18 CPD hours This course is intended for This course is designed for integration developers who configure service policies on IBM© DataPower Gateways. Overview After completing this course, you should be able to: Describe how DataPower gateways are configured Create and configure cryptographic objects Configure Secure Sockets Layer (SSL) to and from DataPower gateways Configure a multi-protocol gateway (MPGW) to handle multiple protocols from a single service Configure a service level monitoring (SLM) policy to control message traffic Use logs and probes to troubleshoot services Use patterns to define and deploy new services Configure message transformation and routing by using style sheets (XSL) and GatewayScripts Handle errors in service policies This course teaches you the essential skills that are required to configure, implement, and troubleshoot services that are developed on the IBM© DataPower Gateways (IDG) with firmware version 7.5.0, regardless of use case. The DataPower Gateways allow an enterprise to simplify, accelerate, and enhance the security capabilities of its XML and web services deployments, and extend the capabilities of its service-oriented architecture (SOA) infrastructure. The gateways also extend these capabilities into the JSON, REST, and Mobile application areas. Through a combination of instructor-led lectures and hands-on lab exercises, you learn how to develop and debug services that are implemented on the DataPower gateways. These skills include WebGUI and Blueprint Console navigation, service type selection, basic multi-protocol gateway configuration, creating and using cryptographic objects, and configuring SSL connections. You also learn how to use various problem determination tools such as logs, monitors, and probes, and techniques for testing DataPower services and handling errors. Hands-on exercises give you experience working directly with a DataPower Gateway. The exercises focus on skills such as creating multi-protocol gateways, working with cryptographic and SSL objects, configuring service level monitoring, troubleshooting services, handling errors in a service policy, and deploying a service from a pattern. Course introductionQuick introduction to developing on DataPowerExercise: First exposure to the DataPower developer environmentServices overviewStructure of a serviceExercise: Creating a BookingService gatewayMulti-protocol gateway serviceProblem determination toolsExercise: Enhancing the BookingService gatewayHandling errors in a service policyExercise: Adding error handling to a service policyDataPower cryptographic tools and SSL setupExercise: Creating cryptographic objects and configuring SSLService level monitoringExercise: Implementing a service level monitor in a multi-protocol gatewayPatterns for service configurationExercise: Using a DataPower pattern to deploy a serviceCourse summary

Duration 1 Days 6 CPD hours This course is intended for This course is intended for individuals who desire to become more skilled at handling difficult customers. Overview Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers. In this course, students will gain a valuable skill set to deal with difficult customers in various situations. 1 - GETTING STARTED Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan 2 - THE RIGHT ATTITUDE STARTS WITH YOU Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study 3 - INTERNAL STRESS MANAGEMENT Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study 4 - EXTERNAL STRESS MANAGEMENT Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study 5 - TRANSACTIONAL ANALYSIS What is Transactional Analysis? Parent Adult Child Case Study 6 - WHY ARE SOME CUSTOMERS DIFFICULT? They Have Truly Had a Bad Experience and Want to Vent They Have Truly Had a Bad Experience and Want Someone to be Held Accountable They Have Truly Had a Bad Experience and Want Resolution They Are Generally Unhappy Case Study 7 - DEALING WITH THE CUSTOMER OVER THE PHONE Listen to the Customer?s Complaint Build Rapport Do Not Respond with Negative Words or Emotion Offer a Verbal Solution to Customer Case Study 8 - DEALING WITH THE CUSTOMER IN PERSON Listen to the Customer?s Complaint Build Rapport Responding with Positive Words and Body Language Besides Words, What to Look For? Case Study 9 - SENSITIVITY IN DEALING WITH CUSTOMERS Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study 11 - CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT Call the Customer Send the Customer an Email Mail the Customer a Small Token Handwritten or Typed Letter Case Study 12 - WRAPPING UP Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations

We have been supporting executives, leaders, entrepreneurs and professionals across corporate and public sector industries, nationally and internationally. Our unique methodology focuses on effective and efficient, life-long learning with rapid, tangible and guaranteed results. In addition to our bespoke coaching workshops, our 1-to-1 online coaching sessions have proven to be an effective and flexible means of delivering speech and communication coaching. Our experience enables us to provide cost-effective, professional support. We offer flexible long-term, short-term, and intensive courses that cater to your schedule and level. Through personalised instruction, we focus on key aspects such as intonation, rhythm, and stress patterns. Start with a free consultation with one of our accent coaches, and we’ll assess your needs and goals. Transform your spoken English and communicate more effectively with our specialised accent training.

About this Virtual Instructor Led Training (VILT) This 3 half-day Virtual Instructor Led Training (VILT) course will help participants grasp the idea of real-world risk management and how this relates to the cyber world. The VILT course will cover topics surrounding identifying cyber risks and vulnerabilities, guidance on applying administrative actions, and comprehensive solutions to ensure your organization is adequately secure and protected. The VILT course will guide participants on how to conduct a security risk assessment for their organization, and equip them with the skills to develop a risk compliance assessment plan as well as methods to develop risk management strategies which can improve their organization's security posture. The VILT course has at least a 30% hands-on approach through the use of Table Top Exercises. The VILT course will cover the following modules: Introduction to Risk Assessments (RA) Threat Actors and Their Motivations Threat and Risk Assessment Critical Controls Identification Maturity Assessment Treated Cyber Risk Profile Target Cyber Risk Profile and Strategy Target Audience The VILT course is intended for professionals responsible for organizational information and security system and those involved in operating and maintenance of critical information and IT network & sotware systems. Professionals who are designated as the Single Point of Accountability (SPoA) as well as system auditors will find this course useful. Course Level Basic or Foundation Training Methods The VILT course will be delivered online in 3 half-day sessions comprising 4 hours per day, with 2 x 10 minutes break per day, including time for lectures, discussion, quizzes and short classroom exercises. Course Duration: 3 half-day sessions, 4 hours per session (12 hours in total). This VILT course is delivered in partnership with ENGIE Laborelec. Trainer Your expert course leader is a is specialized in cybersecurity risk management. Before joining ENGIE, she worked for The National Cybersecurity Agency of France (ANSSI) based in Paris (France) and for Deloitte Belgium located in Zaventem (Belgium). She has been involved in cybersecurity projects focusing on the principle of protecting critical infrastructures. Her different experiences in Cyber Security, Anti-Money Laundering and Global Trade Compliance (including Export Control and Customs) gave her the opportunity to use methodologies tackling strategic, operational and financial control issues at all levels of an organization: people, business processes, IT applications and infrastructure, legal and regulatory compliance. She was an EBIOS Risk Manager (RM) trainer while she worked for the French government; EBIOS RM is the French method for assessing and treating digital risks. She also had the opportunity to represent France towards European institutions and other relevant stakeholders for topics related to cybersecurity risk management. 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 about post training coaching support and fees applicable for this. Accreditions And Affliations

In this practical workshop session we will explore ways of problem solving around complex situations. The session will be practical and will aim to allow the sharing of experiences and good practice as well promoting innovative approaches to problem solving around systemic, organisational as well as individual inclusion issues. Course Category Behaviour and Relationships Visioning and Problem Solving Description ‘The question is not should they be here anymore. Now it’s how can we figure out how best to include them?’ In this practical workshop session we will explore ways of problem solving around complex situations. The session will be practical and will aim to allow the sharing of experiences and good practice as well promoting innovative approaches to problem solving around systemic, organisational as well as individual inclusion issues. Behaviour problems, relationship challenges and personnel dilemmas can all be worked on with these team oriented problem solving processes. We will introduce participants to a range of powerful effective approaches for them to choose from back in their own workplaces. Testimonials A great day – going away buzzing with ideas Excellent! Inspirational! Informative! Learning Objectives Increased confidence regarding problem solving around inclusion in mainstream settings Access to a wider range of practical strategies and techniques to impact on communication, realtionship, learning and behaviour issues Learn new problem solving processes Who Is It For ? Early Years and School based Practitioners Heads and Deputies Guidance staff Learning Support teams SENCOs Primary and secondary teachers Parents Local Authority Support Services Community workers and carers Course Content The course answers the questions : How can we work out how to include this child best? Is there a more structured way to run this meeting? Can we explore the emotional impact the person is having on us and still agree strategies? How can I get unstuck from this problem? The day will cover: Solution Circles Solution Focused approaches Synectics – using analogies and out of the box creativity Circles of Adults Using Imagination to solve problems If you liked this course you may well like: CIRCLES OF ADULTS

In this course we explore Mental Health and address how such needs can be met in mainstream classrooms. Course Category Behaviour and Relationships Meeting Emotional Needs Description This is our lead workshop/training day on understanding mental health, behaviour and relationship work in schools other settings and is both a values primer and a practical guide to successful innovative strategies for improving behaviour and strengthening relationships for challenging children and young people of all ages. Not just another day on ‘Behaviour Management’ – Our Mental Health Day goes well beyond a rewards and sanctions approach to ‘behaviour’. We will be focused on those young people for whom rewards and punishments do not always work and who confuse the adults who work with them. We aim to take a relationships-based approach and to give those attending an opportunity to think more deeply about why young people do the things they do and what our part as adults is in creating, sustaining and changing these behaviours. The day gives those present opportunities to reflect on their attitudes and practice in relation to children’s behaviour and relationship building.   If your usual approaches to managing tackling mental health needs aren’t working with particular individuals then take a tour through this range of cutting edge strategies for bringing about positive behaviour change, and for meeting challenging emotional needs  Learning Objectives reinforce and affirm good practice re-energise, stimulate and challenge thinking about inclusion of challenging pupils and children increased understanding of mental health increased confidence in managing challenging pupils in mainstream schools access to a wider range of practical strategies to impact on behaviour problems opportunity to reflect on professional attitudes and behaviour towards mental health in families and pupils Who Is It For ?  Anyone concerned with understanding and meeting emotional and mental health needs  Course Content Circle of Courage – belonging-achievement-generosity – independence – model for understanding mental health Compass of Anxiety – understanding and going deeper Active listening – Listening to the person underneath the behaviour Involving other children and young people in solutions and interventions - Circles of friends: peer support, counselling and mediation Team Problem Solving – Solution Circles: a 30 minute group problem solving process to get Teams ‘unstuck’ and to generate positive first action steps Restorative justice and restitution: principles and practice of this approach to repairing harm and restoring relationships without reliance on punishment Understanding the effects of Separation, Loss, Trauma and Neglect on children’s learning and relationships in school and what adults can do to reach and support these children