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An accredited qualification to prepare supervisors and team leaders for a future management role. This programme gives Team Leaders & Managers the skills, disciplines and confidence to manage their team effectively and add a great deal more value to the organisation - where they have to apply their learning in order to achieve the highly coveted ILM qualification. In order for a business to obtain maximum results, it is important that employees are motivated and supported in their job roles. It is the responsibility of the team leader or supervisor to lead their team effectively and present feedback to management. This 3-day programme will guarantee to boost your performance as a team leader and help you make the transition from working in a team to leading a team. We use a combination of theory and practical to help you develop yourself, and a toolkit of resources to use in the workplace. This is an internationally accredited course which not only carries kudos but it ensures you apply the learning back into the workplace for an immediate impact. All of our ILM Programmes are provided in partnership with BCF Group Limited, which is the ILM Approved Centre we deliver under. Course Syllabus The syllabus of the ILM Level 2 Award in Leadership and Team Skills course is split into three main modules, covering the following: Module One Developing Yourself as a Team Leader Learning the various roles, functions and responsibilities of a team leader - depending on workplace Recognising limits of authority and accountability, and how these are defined Developing personal skills and abilities for effective team leading Using reflective learning skills to improve performance Identifying areas of strength and possible improvement Finding ways of obtaining feedback from others Receiving and responding positively to feedback Module Two Workplace Communications Learning stages in the communication process Consideration of the recipient's needs Spotting barriers to communication and how to overcome them Establishing a range of direct communication methods relevant to the team Collating a range of direct communication methods relevant to people outside own area of responsibility. This includes written, telephone, e-mail and face-to-face Recognising the aspects of face-to-face communication, including appearance, impact, body language Realising the importance of succinct and accurate records of one-to-one oral communication Reasons for maintaining records of one-to-one communication (e.g. potential disciplinary or legal issues) Module Three Managing Yourself Setting SMART objectives and using them to prioritise own actions Learning simple time management techniques Developing an awareness of own skills and abilities Giving yourself personal objectives in relation to team objectives Developing flexibility and responding to daily changing circumstances Diagnosing the causes and impacts of stress at work Identifying symptoms of stress in yourself Knowing the implications of stress for workplace and non-work activities/relationships Developing simple stress management techniques Available sources of support Action planning and review techniques Accreditation As with all ILM accredited programmes, participants will need to complete the post-programme activity in order to achieve their full ILM Level 2 Award in Team Leading. This element is designed to show to ILM that you are able to apply what you have learned in the workplace. Who Is It For? This programme is ideal for practising or aspiring team leaders, in any industry sector, who is looking to gain a solid foundation or develop their existing skills as a team leader. This internationally recognised course will give you a solid understanding of what is needed to be a successful team leader, how to delegate, motivate and how to implement these skills in to your work place. What Will I Learn? At the end of the course, successful candidates will: Have a good understanding of the team leader role Apply a range of effective communication skills to overcome barriers Know how to motivate, build confidence and gain the best from their teams Identify, build and encourage effective team behaviours Apply practical skills and knowledge to be transferred to the workplace Gain an internationally recognised qualification What Is Required? There are no formal entry requirements, but participants will normally be either practising or aspiring team leaders, with the opportunity to meet the assessment demands and have a background that will enable them to benefit from the programme. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. For more information about running this course in-house at your premises, please contact us for more information.

Duration 5 Days 30 CPD hours This course is intended for Security engineer Network engineer Network designer Network administrator Systems engineer Consulting systems engineer Technical solutions architect Network manager Cisco integrators and partners Overview After taking this course, you should be able to: Describe information security concepts and strategies within the network Describe common TCP/IP, network application, and endpoint attacks Describe how various network security technologies work together to guard against attacks Implement access control on Cisco ASA appliance and Cisco Firepower Next-Generation Firewall Describe and implement basic email content security features and functions provided by Cisco Email Security Appliance Describe and implement web content security features and functions provided by Cisco Web Security Appliance Describe Cisco Umbrella security capabilities, deployment models, policy management, and Investigate console Introduce VPNs and describe cryptography solutions and algorithms Describe Cisco secure site-to-site connectivity solutions and explain how to deploy Cisco Internetwork Operating System (Cisco IOS) Virtual Tunnel Interface (VTI)-based point-to-point IPsec VPNs, and point-to-point IPsec VPN on the Cisco ASA and Cisco Firepower Next-Generation Firewall (NGFW) Describe and deploy Cisco secure remote access connectivity solutions and describe how to configure 802.1X and Extensible Authentication Protocol (EAP) authentication Provide basic understanding of endpoint security and describe Advanced Malware Protection (AMP) for Endpoints architecture and basic features Examine various defenses on Cisco devices that protect the control and management plane Configure and verify Cisco IOS software Layer 2 and Layer 3 data plane controls Describe Cisco Stealthwatch Enterprise and Stealthwatch Cloud solutions Describe basics of cloud computing and common cloud attacks and how to secure cloud environment The Implementing and Operating Cisco Security Core Technologies (SCOR) v1.0 course helps you prepare for the Cisco© CCNP© Security and CCIE© Security certifications and for senior-level security roles. In this course, you will master the skills and technologies you need to implement core Cisco security solutions to provide advanced threat protection against cybersecurity attacks. You will learn security for networks, cloud and content, endpoint protection, secure network access, visibility, and enforcements. You will get extensive hands-on experience deploying Cisco Firepower© Next-Generation Firewall and Cisco Adaptive Security Appliance (ASA) Firewall; configuring access control policies, mail policies, and 802.1X Authentication; and more. You will get introductory practice on Cisco Stealthwatch© Enterprise and Cisco Stealthwatch Cloud threat detection features. This course, including the self-paced material, helps prepare you to take the exam, Implementing and Operating Cisco Security Core Technologies (350-701 SCOR), which leads to the new CCNP Security, CCIE Security, and the Cisco Certified Specialist - Security Core certifications. Describing Information Security Concepts* Information Security Overview Assets, Vulnerabilities, and Countermeasures Managing Risk Vulnerability Assessment Understanding Common Vulnerability Scoring System (CVSS) Describing Common TCP/IP Attacks* Legacy TCP/IP Vulnerabilities IP Vulnerabilities Internet Control Message Protocol (ICMP) Vulnerabilities TCP Vulnerabilities User Datagram Protocol (UDP) Vulnerabilities Attack Surface and Attack Vectors Reconnaissance Attacks Access Attacks Man-in-the-Middle Attacks Denial of Service and Distributed Denial of Service Attacks Reflection and Amplification Attacks Spoofing Attacks Dynamic Host Configuration Protocol (DHCP) Attacks Describing Common Network Application Attacks* Password Attacks Domain Name System (DNS)-Based Attacks DNS Tunneling Web-Based Attacks HTTP 302 Cushioning Command Injections SQL Injections Cross-Site Scripting and Request Forgery Email-Based Attacks Describing Common Endpoint Attacks* Buffer Overflow Malware Reconnaissance Attack Gaining Access and Control Gaining Access via Social Engineering Gaining Access via Web-Based Attacks Exploit Kits and Rootkits Privilege Escalation Post-Exploitation Phase Angler Exploit Kit Describing Network Security Technologies Defense-in-Depth Strategy Defending Across the Attack Continuum Network Segmentation and Virtualization Overview Stateful Firewall Overview Security Intelligence Overview Threat Information Standardization Network-Based Malware Protection Overview Intrusion Prevention System (IPS) Overview Next Generation Firewall Overview Email Content Security Overview Web Content Security Overview Threat Analytic Systems Overview DNS Security Overview Authentication, Authorization, and Accounting Overview Identity and Access Management Overview Virtual Private Network Technology Overview Network Security Device Form Factors Overview Deploying Cisco ASA Firewall Cisco ASA Deployment Types Cisco ASA Interface Security Levels Cisco ASA Objects and Object Groups Network Address Translation Cisco ASA Interface Access Control Lists (ACLs) Cisco ASA Global ACLs Cisco ASA Advanced Access Policies Cisco ASA High Availability Overview Deploying Cisco Firepower Next-Generation Firewall Cisco Firepower NGFW Deployments Cisco Firepower NGFW Packet Processing and Policies Cisco Firepower NGFW Objects Cisco Firepower NGFW Network Address Translation (NAT) Cisco Firepower NGFW Prefilter Policies Cisco Firepower NGFW Access Control Policies Cisco Firepower NGFW Security Intelligence Cisco Firepower NGFW Discovery Policies Cisco Firepower NGFW IPS Policies Cisco Firepower NGFW Malware and File Policies Deploying Email Content Security Cisco Email Content Security Overview Simple Mail Transfer Protocol (SMTP) Overview Email Pipeline Overview Public and Private Listeners Host Access Table Overview Recipient Access Table Overview Mail Policies Overview Protection Against Spam and Graymail Anti-virus and Anti-malware Protection Outbreak Filters Content Filters Data Loss Prevention Email Encryption Deploying Web Content Security Cisco Web Security Appliance (WSA) Overview Deployment Options Network Users Authentication Secure HTTP (HTTPS) Traffic Decryption Access Policies and Identification Profiles Acceptable Use Controls Settings Anti-Malware Protection Deploying Cisco Umbrella* Cisco Umbrella Architecture Deploying Cisco Umbrella Cisco Umbrella Roaming Client Managing Cisco Umbrella Cisco Umbrella Investigate Overview and Concepts Explaining VPN Technologies and Cryptography VPN Definition VPN Types Secure Communication and Cryptographic Services Keys in Cryptography Public Key Infrastructure Introducing Cisco Secure Site-to-Site VPN Solutions Site-to-Site VPN Topologies IPsec VPN Overview IPsec Static Crypto Maps IPsec Static Virtual Tunnel Interface Dynamic Multipoint VPN Cisco IOS FlexVPN Deploying Cisco IOS VTI-Based Point-to-Point IPsec VPNs Cisco IOS VTIs Static VTI Point-to-Point IPsec Internet Key Exchange (IKE) v2 VPN Configuration Deploying Point-to-Point IPsec VPNs on the Cisco ASA and Cisco Firepower NGFW Point-to-Point VPNs on the Cisco ASA and Cisco Firepower NGFW Cisco ASA Point-to-Point VPN Configuration Cisco Firepower NGFW Point-to-Point VPN Configuration Introducing Cisco Secure Remote Access VPN Solutions Remote Access VPN Components Remote Access VPN Technologies Secure Sockets Layer (SSL) Overview Deploying Remote Access SSL VPNs on the Cisco ASA and Cisco Firepower NGFW Remote Access Configuration Concepts Connection Profiles Group Policies Cisco ASA Remote Access VPN Configuration Cisco Firepower NGFW Remote Access VPN Configuration Explaining Cisco Secure Network Access Solutions Cisco Secure Network Access Cisco Secure Network Access Components AAA Role in Cisco Secure Network Access Solution Cisco Identity Services Engine Cisco TrustSec Describing 802.1X Authentication 802.1X and Extensible Authentication Protocol (EAP) EAP Methods Role of Remote Authentication Dial-in User Service (RADIUS) in 802.1X Communications RADIUS Change of Authorization Configuring 802.1X Authentication Cisco Catalyst© Switch 802.1X Configuration Cisco Wireless LAN Controller (WLC) 802.1X Configuration Cisco Identity Services Engine (ISE) 802.1X Configuration Supplicant 802.1x Configuration Cisco Central Web Authentication Describing Endpoint Security Technologies* Host-Based Personal Firewall Host-Based Anti-Virus Host-Based Intrusion Prevention System Application Whitelists and Blacklists Host-Based Malware Protection Sandboxing Overview File Integrity Checking Deploying Cisco Advanced Malware Protection (AMP) for Endpoints* Cisco AMP for Endpoints Architecture Cisco AMP for Endpoints Engines Retrospective Security with Cisco AMP Cisco AMP Device and File Trajectory Managing Cisco AMP for Endpoints Introducing Network Infrastructure Protection* Identifying Network Device Planes Control Plane Security Controls Management Plane Security Controls Network Telemetry Layer 2 Data Plane Security Controls Layer 3 Data Plane Security Controls Deploying Control Plane Security Controls* Infrastructure ACLs Control Plane Policing Control Plane Protection Routing Protocol Security Deploying Layer 2 Data Plane Security Controls* Overview of Layer 2 Data Plane Security Controls Virtual LAN (VLAN)-Based Attacks Mitigation Sp

Manual Handling Training Course Overview: This Manual Handling Training course is designed to equip learners with the essential skills and knowledge required to safely handle materials and equipment in various work environments. The course covers key aspects such as identifying manual handling risks, performing risk assessments, and adopting safe techniques for lifting and moving objects. Learners will gain a comprehensive understanding of the importance of safety in manual handling and will be able to implement best practices to prevent accidents and injuries at work. On completion, participants will have a strong foundation in manual handling safety, enhancing both their personal confidence and their ability to contribute to a safer workplace. Course Description: The Manual Handling Training course delves into the core aspects of manual handling safety, focusing on risk identification and mitigation strategies. It covers topics such as the principles of safe lifting, risk assessments, and specific techniques to ensure the safe movement of goods. Learners will be introduced to industry standards for manual handling operations and how to assess potential risks. Throughout the course, participants will gain a solid understanding of how to prevent injuries and accidents caused by improper manual handling, ensuring they are well-prepared to manage and address manual handling concerns in any work setting. The course is designed to provide learners with the necessary knowledge to improve safety standards and reduce the risk of injury in their workplace. Manual Handling Training Curriculum: Module 01: Manual Handling and Work-related Accidents Module 02: Identifying the Manual Handling Risks Module 03: Manual Handling Risk Assessments Module 04: How to Prepare a Manual Handling Operation Module 05: Manual Handling Techniques (See full curriculum) Who is this course for? Individuals seeking to improve workplace safety. Professionals aiming to enhance their health and safety qualifications. Beginners with an interest in workplace safety or health and safety roles. Those looking to comply with safety regulations in manual handling environments. Career Path: Health and Safety Officer Warehouse Supervisor Logistics and Operations Manager Risk Assessor Warehouse Operative

Transcription Level 3 Course Overview The Transcription Level 3 course is designed to provide learners with the advanced skills needed for professional transcription. This course offers an in-depth exploration of transcription techniques, focusing on accuracy, speed, and industry-specific terminology. Learners will gain a comprehensive understanding of various transcription methods, including medical, legal, and general transcription, with an emphasis on formatting and industry standards. By completing this course, learners will be equipped to excel in a range of transcription tasks, ensuring high-quality outputs for diverse sectors. Upon completion, learners will be able to transcribe various content types efficiently, making them highly valuable in the transcription industry. Course Description This Transcription Level 3 course covers the advanced aspects of transcription, starting with detailed lessons on formatting, accuracy, and professional transcription practices. Learners will be introduced to different types of transcription, such as medical, legal, and business, while developing a keen attention to detail and speed. The course is structured to provide learners with an understanding of transcription tools, techniques, and best practices, helping them to refine their skills for industry standards. Throughout the course, learners will engage with comprehensive training materials, exercises, and assessments designed to enhance their transcription abilities. By the end of the course, learners will have developed the expertise required to work as a transcriptionist in various professional settings, ensuring they meet the high demands of employers. Transcription Level 3 Curriculum Module 01: Transcription Level 3 (See full curriculum) Who is this course for? Individuals seeking to develop advanced transcription skills Professionals aiming to specialise in legal, medical, or general transcription Beginners with an interest in transcription or office administration Those looking to enter the transcription industry or freelance market Career Path Medical Transcriptionist Legal Transcriptionist General Transcriptionist Freelance Transcriptionist Virtual Assistant Court Reporter Audio Typist

Know Your Customer (KYC) Course Overview: The "Know Your Customer (KYC)" course is designed to provide learners with a comprehensive understanding of KYC processes, their relevance in financial services, and the associated regulatory requirements. Covering vital topics such as customer identification, anti-money laundering (AML) strategies, and the protection of data privacy, this course equips learners with the knowledge needed to navigate the complex landscape of KYC compliance. By the end of the course, learners will be able to apply these concepts in their daily professional roles, ensuring adherence to industry regulations and maintaining robust compliance standards. Course Description: This course delves deeper into the principles of KYC, focusing on customer due diligence, risk management, and anti-money laundering (AML) practices that safeguard organisations against financial crimes. Learners will explore the relevant regulations governing KYC in the UK and the methods used to conduct thorough customer verification. Additionally, the course provides insights into data privacy requirements, helping businesses mitigate risks and comply with industry standards. With interactive learning modules and assessments, this course ensures that participants gain practical knowledge, enhance their professional skills, and build a strong foundation in KYC and AML compliance. Know Your Customer (KYC) Curriculum: Module 01: Introduction to KYC Module 02: Customer Due Diligence Module 03: AML (Anti-Money Laundering) Module 04: KYC, AML, and Data Privacy Regulations for Business Operations in the United Kingdom Module 05: Regulations to be Complied by Industries Module 06: Methods for Carrying Out KYC and AML and the Future of KYC Compliance (See full curriculum) Who is this course for? Individuals seeking to understand KYC compliance Professionals aiming to enhance their knowledge of financial regulations Beginners with an interest in finance and regulatory compliance Anyone looking to advance their career in risk management or compliance Career Path Compliance Officer Anti-Money Laundering (AML) Specialist Risk Management Consultant KYC Analyst Financial Compliance Advisor

Online Fire Safety Course Course Overview This Online Fire Safety Course provides comprehensive knowledge essential for understanding fire hazards, prevention, and emergency response. Designed to equip learners with the skills to identify fire risks and implement effective safety measures, the course covers current UK fire safety legislation, prevention strategies, and evacuation procedures. Learners will gain confidence in recognising potential fire dangers and understanding their responsibilities to maintain a safe environment. Suitable for individuals across various sectors, the course ensures participants can contribute effectively to fire safety awareness and compliance within their workplace or community. Upon completion, learners will be well-prepared to support fire safety initiatives and promote safer environments. Course Description This course delves into the fundamental aspects of fire safety, starting with an introduction to fire risks and causes. It explores key UK fire safety laws and regulations, ensuring learners understand legal responsibilities. The course covers preventive measures, including fire detection systems and risk assessments, and provides detailed guidance on emergency evacuation procedures. Throughout the course, learners will develop critical skills to assess hazards, plan safety measures, and respond appropriately during fire incidents. The structured content is delivered through clear explanations and informative materials, enabling learners to apply knowledge confidently within their roles. This course is ideal for those wishing to expand their understanding of fire safety principles and regulatory compliance in a professional context. Online Fire Safety Course Curriculum Module 01: Introduction to Fire Safety Module 02: Fire Safety Legislation Module 03: Measures of Fire Safety Module 04: Fire Emergency Evacuation Procedures (See full curriculum) Who Is This Course For? Individuals seeking to enhance their knowledge of fire safety principles. Professionals aiming to develop their competence in workplace safety compliance. Beginners with an interest in fire prevention and emergency planning. Managers responsible for health and safety within their organisation. Career Path Fire Safety Officer Health and Safety Coordinator Facilities Manager Compliance Advisor Emergency Planning Officer

Nursery Assistant and Child Attachment Course Overview This course is designed to provide learners with a comprehensive understanding of the role of a Nursery Assistant and the critical aspects of child attachment. Covering key areas such as child development, attachment theory, and child psychology, the course equips learners with the knowledge required to support children effectively in their early years. Learners will explore the importance of early childhood development and how attachment plays a pivotal role in shaping children's emotional well-being. By the end of the course, learners will be prepared to work in environments where nurturing and safeguarding children's development are essential. Course Description This course delves into the fundamental principles of child development, attachment theory, and child psychology. Learners will examine how attachment influences children's emotional and social growth, with an emphasis on recognising signs of attachment disorders. The course also covers topics like the importance of early years development, child protection, and keeping children safe and healthy. Through an engaging learning experience, participants will gain a deep understanding of the role of nursery assistants in supporting children's overall development. The course ensures learners are well-equipped to handle sensitive situations in childcare settings, providing a solid foundation for those pursuing careers in early years education and child development. Nursery Assistant and Child Attachment Curriculum Module 01: Introduction to Nursery Assistance Module 02: Understanding Child Development Module 03: Importance of Early Years Development Module 04: Introduction to Child Attachment Module 05: Introduction to Child Psychology Module 06: Fundamentals of Attachment Theory Module 07: Assessments of Attachment Module 08: Attachment Disorder Module 09: Care for Children Module 10: Keeping Children Healthy and Safe Module 11: Child Protection (See full curriculum) Who is this course for? Individuals seeking to support children's emotional and psychological development. Professionals aiming to enhance their knowledge in early childhood care. Beginners with an interest in child development and psychology. Those pursuing a career in nursery or childcare settings. Career Path Nursery Assistant Early Years Educator Childcare Worker Child Protection Officer Teaching Assistant in Early Years Education Social Worker specialising in Child Development

Home Based Childcare Course Course Overview The Home-Based Childcare Course is designed for individuals who wish to work with children in a home environment, offering key insights into child development and the responsibilities of providing care in a domestic setting. This course covers essential topics such as safeguarding, communication, behaviour management, and health and safety, all tailored to ensure learners are fully equipped to provide safe and nurturing care. By the end of the course, learners will understand the requirements for setting up and maintaining a child-focused environment, making this an ideal foundation for anyone looking to start a career in home-based childcare or enhance their current skills. Course Description This course explores the important aspects of home-based childcare, from understanding child development to managing the day-to-day tasks involved in running a childcare business from home. Topics include child protection, the importance of creating a safe and stimulating environment, and effective communication strategies with both children and parents. Learners will also gain insights into legal and ethical considerations, including key legislation and best practices for ensuring the health and safety of children under their care. Through structured modules, learners will develop a comprehensive understanding of the childcare industry, enabling them to confidently support children's growth and well-being. The course materials, including engaging content and assessments, ensure a thorough and rewarding learning experience. Home Based Childcare Course Curriculum Module 01: Introduction to Home-Based Childcare Module 02: Understanding Child Development Module 03: Safeguarding and Protection Procedures Module 04: Creating a Safe and Stimulating Environment Module 05: Behaviour Management Strategies Module 06: Health, Safety, and First Aid Module 07: Legal and Ethical Considerations Module 08: Working with Parents and Families Module 09: Setting Up a Home-Based Childcare Business (See full curriculum) Who is this course for? Individuals seeking to pursue a career in home-based childcare. Professionals aiming to expand their skills in early years care. Beginners with an interest in child development and care. Parents or caregivers wanting to enhance their understanding of childcare. Career Path Home-Based Childcare Provider Early Years Educator Childcare Business Owner Child Protection Officer Family Support Worker

Course Duration: Half-day, 1-day, or modular delivery over 2–3 sessions Target Audience: Managers, team leaders, HR professionals, and employees who want to foster trust, openness, and inclusivity within their teams or organisations. Course Objectives By the end of this course, participants will be able to: Understand the concept and importance of psychological safety. Recognise how psychological safety impacts team performance and wellbeing. Identify behaviours and practices that support or undermine psychological safety. Develop strategies to create inclusive, respectful, and open team cultures. Apply tools to encourage constructive feedback, innovation, and open dialogue. Course Outline Module 1: What is Psychological Safety? Definition and origin (Dr Amy Edmondson’s research) Why psychological safety matters: the business and human case Link between psychological safety, innovation, collaboration, and retention Misconceptions: It’s not about comfort or avoiding challenge Module 2: Assessing the Current Environment Signs of a psychologically safe vs unsafe environment Common team behaviours and leadership pitfalls Self-assessment: how psychologically safe is my team? Module 3: Building the Foundations The four stages of psychological safety: Inclusion safety Learner safety Contributor safety Challenger safety Role of trust, empathy, and emotional intelligence The leader’s role in creating safe environments Module 4: Practical Strategies to Foster Safety Encouraging open communication and constructive disagreement Creating space for risk-taking and vulnerability Responding to feedback and mistakes without blame Speaking up behaviours – how to model and support them Module 5: Embedding Psychological Safety into Team Culture Meeting practices that promote psychological safety How to give and receive feedback safely Inclusive decision-making and respectful challenge Recognising and rewarding candour and contribution Module 6: Leading with Psychological Safety Coaching conversations and active listening Managing difficult conversations and underperformance safely Supporting neurodiverse or marginalised voices Sustaining safety under pressure and during change Delivery Style Facilitated discussions and group work Role plays, reflection activities, and real-life scenarios Peer learning and action planning Optional pre-work or post-session surveys Course Materials Provided Participant workbook Psychological safety assessment toolkit Conversation starter guide Leadership checklist for building safety Personal and team action plan Optional Add-ons Team psychological safety assessments (anonymous survey) Post-course coaching or leadership debrief Co-delivery with DEI (Diversity, Equity & Inclusion) workshops Integration with feedback or team development programs

Course Duration: 1–2 days (or modular format across 3–4 sessions) Target Audience: Professionals at all levels seeking to improve workplace communication, strengthen relationships, and increase collaboration and influence. Course Objectives By the end of this course, participants will be able to: Communicate clearly and confidently in a range of professional situations. Adapt communication styles to suit different audiences and contexts. Build strong interpersonal relationships using emotional intelligence. Navigate difficult conversations and resolve conflict effectively. Enhance active listening, feedback, and assertiveness skills. Course Outline Module 1: Foundations of Communication The communication process: sender, receiver, and barriers Verbal, non-verbal, and written communication The impact of tone, body language, and intent Common communication pitfalls in the workplace Module 2: Developing Interpersonal Awareness Self-awareness and emotional intelligence (EQ) Understanding personal communication styles (DISC, MBTI or similar tools) Building rapport and trust The importance of empathy in professional relationships Module 3: Active Listening and Feedback Skills Listening to understand vs listening to respond Techniques for active listening Giving feedback constructively Receiving and acting on feedback Module 4: Assertive Communication Passive, aggressive, passive-aggressive vs assertive styles Setting boundaries and expressing needs clearly Using “I” statements and confident body language Role-playing assertiveness scenarios Module 5: Adapting Communication to Context Communicating with different personality types Navigating workplace hierarchy and power dynamics Cultural sensitivity and inclusive language Tailoring communication for emails, meetings, and presentations Module 6: Managing Difficult Conversations and Conflict Identifying sources of conflict Conflict resolution strategies (e.g. Interest-Based Relational Approach) Staying calm under pressure Structuring difficult conversations using frameworks (e.g. SBI – Situation, Behaviour, Impact) Module 7: Collaborative Communication in Teams The role of communication in high-performing teams Group dynamics and psychological safety Facilitating discussions and encouraging contribution Virtual communication best practices Delivery Style Engaging facilitation with practical exercises Role-plays, group discussions, and real-life scenarios Self-reflection activities and personal action planning Assessment and Outcomes Participation in interactive activities Completion of a communication skills self-assessment Development of a personalised communication improvement plan Course Materials Provided Participant workbook and slides Communication style diagnostic tool (optional) Templates for feedback and conversation planning Follow-up resources and reading list