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Duration 2 Days 12 CPD hours This course is intended for Anyone with the need to understand how business analysis is performed to support agile projects or who must transition their existing business analysis skills and practices from waterfall to agile. Overview In this course, students will: Understand the fundamentals of agile delivery and agile business analysis Compare and contrast business analysis on waterfall and agile projects Explain the value proposition for agile product development Define the 4 main types of project life cycles Complete an in-depth walkthrough of the agile delivery life cycle Explain the major flavors of agile Understand the major standards available to assist in transition of skills Define business analysis tailoring and understand how to apply it Learn over 20 business analysis techniques commonly used on agile projects In this course, students will gain an understanding about agile business analysis. Students will learn how business analysis on an agile project is ?the same? and ?different? than business analysis performed on waterfall projects. Students will understand how the business analysis role changes on an agile team. A number of business analysis techniques suited for supporting agile teams will be introduced as will the various standards available to the community to help teams and organizations transition. Since few organizations are pure agile, students will also learn about delivery approaches that use a combination of practices from waterfall and agile and will also be introduced to the important concept of business analysis tailoring ? the key skill used to adapt business analysis skills to all environments ? regardless of the delivery life cycle selected. Introduction What is agile The Agile Manifesto Agile principles Agile benefits Hands-on activity Learning and course objectives The current state of agile Agile trends Agile skills Value proposition The business case for agile The BA role changes on an agile project Hands-on activity Understanding project life cycles Project life cycle Product life cycle Incremental versus Iterative Hybrid approaches to delivery Choosing a project life cycle An in-depth look at Agile The agile development life cycle A sequence of iterations Essential concepts Inside each iteration Iteration goal Iteration planning Sequence of tasks Work period Testing End of iteration activities Evaluation and feedback Structured walkthroughs Evaluation guidelines The BA role in structured walkthroughs Scripting scenarios Defect list Retrospectives Hands-on exercise Type of Agile Delivery Approaches The flavors of agile Scrum Scrum roles Extreme Programming (XP) Dynamic System Development Method (DSDM) Feature Driven Development (FDD) Testing Best practices used by FDD Kanban Kanban Boards Agile Unified Process Scaling Frameworks Introduction to Agile Business Analysis What is business analysis? What is agile business analysis? Framework for agile business analysis Business analysis components International Institute of Business Analysis (IIBA©) Project Management Institute (PMI©) Context to business analysis Our industry BA standards Our industry Agile BA standards Product Owners What stays the same What is expected to change Agile requirements deliverables Lightweight documentation Requirements repository Where business analysis fits in The BA workload Hands-on exercise Business Analysis Tailoring Business analysis tailoring (defined) Tailoring considerations What tailoring looks like The PMI Guide to Business Analysis Determining the ?best? BA approach Methodology vs Standard Why use methodologies Determining your methodology Business analysis impacts Tools and techniques for agile business analysis Agile BA techniques Backlog refinements Behavior Driven Development (BDD) Burndown chart Collaborative games Definition of done Definition of ready INVEST Iteration planning Kanban board Minimum marketable features (MMF) Minimum viable product (MVP) MoSCoW Narrative writing Persona analysis Product roadmap Progressive Elaboration Prototyping Purpose alignment model Retrospectives Story slicing Hands-on Exercise Prioritization Techniques Requirements prioritization Prioritizing on agile projects Prioritization criteria Business benefit MoSCoW Pair-choice comparison Setting priorities with multi-voting Cost to acquire and operate Determining business value Story point estimating Planning poker Project velocity Hands-on activity Course wrap-up Making the transition to agile How my role will be different Course summary Retrospective Questions Additional course details: Nexus Humans BA08 - Agile for Business Analysts training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the BA08 - Agile for Business Analysts course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 3 Days 18 CPD hours This course is intended for This course is intended for intermediate to advanced Business Analysts who are looking to improve their skills for eliciting, analyzing, documenting, validating, and communicating requirements. Overview Obtain a thorough understanding of the core responsibilities of the business analyst Understand the main professional associations and standards supporting business analysts in the industry Discuss and explore the components of each of the domains/knowledge areas that comprise the work of business analysis Recognize the importance of properly defining the business need prior to engaging in requirements activities Formulate a strong understanding of the concepts that comprise strategy analysis Obtain experience with identifying and analyzing stakeholders Decipher between project and product scope and successfully use models to communicate scope Thoroughly understand and identify the various requirements categories and be able to recognize requirements of various types Explore business rules analysis Understand the benefits of process modeling and the common modeling language of BPMN Discuss process models and how the techniques can capture details about the as-is/to-be environment Learn how to properly prepare and conduct interviews Explore the components of use cases Learn what it means to package requirements Obtain hands-on experience with a number of business analysis techniques and gain hands-on experience eliciting, defining, and writing requirements. This course provides students a clear understanding of all the facets of the business analysis role, including a thorough walkthrough of the various domain/knowledge areas that comprise the business analysis profession. Students are provided an opportunity to try their hand at several business analysis techniques to assist with improving their skills in stakeholder identification, scope definition, and analyzing, documenting, and modeling requirements. Introduction to Business Analysis What is business analysis Benefits and challenges of business analysis Project success factors A Closer Look at the Business Analyst Role Definition of a business analyst Responsibilities of a business analyst Importance of communication/collaboration BA role vs. PM role Project roles involved in requirements IIBA/PMI and the goals of a professional association Purpose for having a BA standard IIBA?s BABOK© Guide and PMI?s Practice Guide in Business Analysis Business analysis beyond project work Business analysis core concepts Business analysis perspectives IIBA and PMI certifications for business analysts Workshop: Choose Your Project Supporting the Project Portfolio (Enterprise Analysis) Define Strategy Analysis When to perform Strategy Analysis Components of Strategy Analysis Defining the business need Envisioning the Product and Project Defining business requirements The importance of stakeholders Stakeholder identification Tips for analyzing stakeholders Techniques for managing stakeholder lists Discussion: Who is involved in strategy analysis? Workshops: Define the Business Need, Write Business Requirements, and Identify Stakeholders Understanding and Defining Solution Scope Defining solution scope Techniques for defining solution scope Applying the brainstorming technique Project scope vs. Product scope Finding solution boundaries The Context Diagram Actors and key information Workshop: Draw a Context Diagram Understanding Requirements What is a requirement? Requirement types Business, Stakeholder, Solution, and Transition requirements Assumptions and constraints Business rules Taxonomy of business rules Decision tables How to write simple calculations Requirements vs. business rules Document requirements Workshop ? Document Requirements Elicitation and Process Modeling Why do we model processes? What is Business Process Management? Using a modeling notation ?As Is? vs. ?To Be? modeling Why use BPMN? Basic BPM notation Business Process Modeling ? A case study Business Process Realignment ?As Is? vs. ?To Be? activity diagrams Workshop: Create a Business Process Model Planning & Eliciting Requirements Interviewing ? what and why? Preparing for an effective interview Types of questions to ask Sequencing questions Active listening techniques Planning for elicitation Conducting the interview Establishing rapport Active Listening Feedback techniques Types of elicitation techniques Workshops: Planning for Elicitation and Conducting an Elicitation Session Use Case & User Story Analysis What is an Actor? Types of Actors How to ?find? Use Cases? Diagramming Use Cases Tips on naming Use Cases Explaining scenarios The use case template Components of a use case Scenario examples Best practices for writing Use Cases Scenarios and flows Alternate and exception flows Exercises: Drawing a Use Case Diagram, Writing the Main Success Scenario, and Writing Alternate and Exception Scenarios Analyzing & Documenting Requirements Requirements and Use Cases Non-Functional requirements User Interface Requirements UI Data Table Reporting requirements Data requirements Data accessibility requirements Characteristics of good requirements The business requirements document (BRD) BRD vs. Functional Requirements Specification Preparing the requirements package Requirements traceability Workshops: Develop a User Interface, Analyzing Requirements, and Tracing requirements Additional Resources Useful books and links on writing effective requirements

Learn everything you need to know to be fully competent with Window OS. This syllabus takes you around the basics and then on another deep dive into all the elements. Discover things you never knew and speed up your experience using Windows OS. Module 1: Introduction to Windows OS • Understanding the Windows operating system • Navigating the Windows interface • Customizing system settings and preferences Module 2: File Management • Managing files and folders in Windows Explorer • Copying, moving, and renaming files • Using the Recycle Bin and data recovery Module 3: Windows Built-in Apps • Using Microsoft Edge for web browsing • Effective web searching using search engines • Email management with Windows Mail • Calendar and task management with Windows Calendar Module 4: Software Installation and Updates • Installing and updating software applications • Managing and uninstalling programs • Windows Store and app installations Module 5: Microsoft Office Basics • Introduction to Microsoft Office suite • Using Microsoft Word for document creation • Basic spreadsheet management with Microsoft Excel Module 6: Microsoft Office Intermediate Skills • Advanced features in Microsoft Word • Creating and formatting spreadsheets in Microsoft Excel • Creating dynamic presentations with PowerPoint Module 7: Multimedia and Graphics • Basic image editing with Paint • Using Windows Photo app for photo management • Creating graphics with Paint 3D Module 8: Productivity and Collaboration • Using OneDrive for cloud-based storage and collaboration • Working with Windows Sticky Notes and To-Do • Collaborative editing with Microsoft Office Online Module 9: Troubleshooting and Maintenance • Identifying and resolving common Windows issues • Using Task Manager for performance monitoring • Maintenance tasks for Windows OS Module 10: Windows Security and Privacy • Overview of Windows security features • Online safety and privacy best practices • Protecting personal data and devices Module 11: Advanced Windows Features • Customizing the Windows Start Menu and Taskbar • Using Cortana for voice commands and search • Virtual desktops and advanced multitasking Module 12: Using AI and Chat GPT • Introduction to AI and Chat GPT technology • Exploring AI-powered features in Windows • Using Chat GPT for productivity and assistance Module 13: Browsing and Search Engines • Effective use of web browsers • Utilizing search engines for research • Online safety and privacy while browsing Module 14: Cybersecurity • Understanding cybersecurity threats • Protecting against malware and phishing attacks • Secure online practices and password management Module 15: Software Installation and Factory Reset • Installing and updating software applications • Factory resetting a Windows device • Data backup and recovery during resets Module 16: Final Projects and Assessment • Culminating projects showcasing Windows OS skills • Practical exams assessing Windows software knowledge and skills • Preparing for industry-recognized certifications (optional) Please note that the duration and depth of each module can vary depending on the level of expertise required and the specific needs of the learners. Additionally, it's important to adapt the curriculum to the learners' proficiency levels, whether they are A Level/GCSE students or adult learners with different experience levels.

– the practical steps you need to know This live online suicide intervention training covers a wealth of essential information and strategies to help you help anyone you suspect may be thinking about or planning suicide, or who has survived a previous attempt… Accredited CPD Certificate: 6 hours Length: 1 day (9.15am - 4.00pm GMT) You never know when you may need these skills… Brilliant! I’ve been on previous suicide intervention courses over the years, but this is by far the best – great pace, very knowledgeable trainer...who brings real experience into the learning...SUE HASWELL Join Malcolm Hanson LIVE ONLINE on Tuesday 12th March for his essential suicide intervention training, delivered via Zoom. Book your place and we’ll send you the Zoom link the day before the event. BONUS Recording – the training is recorded, in case anyone experiences technical difficulties, so you also get a recording for a limited time afterwards to maximise your learning. Why take this suicide prevention course Suicide can be a difficult subject to broach and a daunting one to deal with – anyone working with distressed or depressed people wants to keep them safe, to give them the hope they need that circumstances can change for the better, and to provide the skills for coping until that comes about. When people can’t envisage an end to their difficulties, particularly in highly challenging times, a slump into depression can all too quickly spiral down into suicidal thoughts, plans and suicide attempts. The negative trance state of depression itself can beguile people into thinking that there is no other way out of their hopelessness. Thankfully, there is much we can do to help – as this indepth suicide intervention course shows. Tutor Malcolm Hanson has a wealth of experience at helping seriously distressed people get through difficulties which he draws upon as he takes you clearly through the steps to take when faced with anyone who feels suicidal. (He worked for 9 years as a psychotherapist in NHS primary care in an area of extreme deprivation, and for many more years since has seen patients referred by GPs, social workers, psychiatrists, police and probation officers for complex issues.) He has successfully helped clients experiencing multiple trauma (including veterans), chronic pain and terminal illness, clients struggling with uncertain asylum status or facing deportation, and also victims of human trafficking – a tragic range of circumstances in which even the most resilient may sometimes sink into despair. His compassion and understanding shine through this course as he shares with you what he has learnt, along with the latest psychiatric research and risk assessment strategies, to give you the knowledge and assurance you need to work confidently and respectfully with clients struggling to find reasons to stay alive. You will learn how to build in expectation of positive change from the start, have plenty of time to benefit from group discussions and will work through case scenarios with other attendees to help embed your learning. Suicide affects countless people, not only those directly involved, and is now the most common cause of death in men aged 17 to 34. The highest suicide rate is in men aged 45–49; in women, it is highest in those aged between 50–54.1 Join us for this practical online suicide prevention training to learn how you can help reverse this state of affairs… Book your place So much helpful and insightful information delivered in a way that was easy to listen to and take on board...STEVEN TESSEYMAN What will you learn Deeper insight into when and why different people consider suicide Crucial elements needed to build rapport with suicidal people Why most suicidal crises are surprisingly temporary How to normalise circumstances safely A model for running therapeutic sessions that best manages suicide risk Ways to use your own demeanour to instil confidence in the person who is feeling suicidal Effective information gathering to challenge unhelpful beliefs What to look for in their answers to your questions How to broach the subject of suicidal thoughts A structure for difficult conversations The ability to reframe unhelpful beliefs Methods of risk assessment that do not risk losing rapport Advances in psychiatric research on suicide risk management and the implications of this for psychotherapy and counselling How to use language of influence Effective means to address beliefs about being a burden How to set realistic and empowering goals How to make best use of the client’s own resources The importance of addressing emotional needs How to create a safety plan Strategies for client safe self-management between sessions The power of guided imagery for working with suicidal clients Powerful insights and hope from real case histories How to take care of yourself – and more… Malcolm is a wonderful communicator: so clear, measured and thoughtful ... it was a pleasure and privilege to learn from himMATTHEW HOPKINS Course Programme The ‘How To Reduce Suicide Risk’ live online course starts at 9.15am and runs until 4.00pm. 9.15am Join the Zoom meeting 9.30am The important first steps for suicide risk management 11.00am Comfort break and discussion 11.30am Working with what the client brings 1.00pm Lunch break 1.45pm Rehearsing the safety plan 2.45pm Comfort break and discussion 3.00pm Putting what you have learned into practice 4.00pm Day ends Who is this suicide awareness and prevention course for? Psychotherapists and counsellors All mental health and welfare professionals – including GPs, social workers, the emergency services, pastoral care and outreach workers – and anyone else working with people with suicidal ideation Anyone concerned for personal or HR reasons – the training contains a lot of key, helpful information which is presented in a clear, easy to understand way, even though it is primarily geared towards carrying out therapy effectively with suicidal clients Anyone working with young people, such as teachers and youth workers, will benefit from this live online suicide intervention course Anyone who may come into contact with people who are very distressed, whether through their paid or volunteer work, will also learn essential live-saving information. Please Note This course is not a substitute for therapy. Reference 1. www.ons.gov.uk/peoplepopulationandcommunity/birthsdeathsandmarriages/deaths/bulletins/suicidesintheunitedkingdom/2019registrations The one certainty in life is that circumstances ALWAYS change... This online suicide awareness and prevention course has been independently accredited by the internationally recognised CPD Standards Office for 6 hours of CPD training. On completion of this training you’ll receive CPD certificates from the College and the CPD Standards Office.

One to one writing development and support from a professional writing coach and experienced teacher and writer. Perfect for script or novel.

Why choose SketchUp Basic to Intermediate Training Course? Click for more info SketchUp offers a user-friendly experience with its intuitive interface, enabling beginners to start smoothly and professionals to work efficiently. The software provides straightforward tools and shortcuts, ensuring precise and speedy creation of 3D models. Duration: 5 hrs Method: 1-on-1, Personalized attention Schedule: Tailor your own schedule by pre-booking a convenient hour of your choice, available from Mon to Sat between 9 am and 7 pm SketchUp is a popular and robust CAD solution designed for engineers, designers, architects, and more. Its powerful suite of tools includes customizable palettes, lighting effects, animations, textures, and access to the Trimble 3D warehouse. SketchUp Basic Training Course. 1 on 1 Training. 5 hours Understanding the Basics of SketchUpIntroduction to SketchUpNavigating the SketchUp EnvironmentExploring Zoom, Pan, and Rotate FunctionsFamiliarizing Yourself with the XYZ Axis Mastering SketchUp ToolsEfficient Toolbar SelectionsUtilizing Templates for ProjectsDrawing with Precision Using the Pencil ToolWorking with Fundamental Geometric ShapesTaking Accurate Measurements Advanced SketchUp TechniquesCreating Circles and ArcsHarnessing Sticky Geometry SolutionsUnveiling the Power of Tags (Formerly Layers)Streamlining Workflow with Keyboard ShortcutsAccurate Object Measurement within SketchUpInformation Management and Database UsageMoving and Copying ObjectsSimple Array TechniquesMastering Rotational ManipulationsEffortless Rotational CopyingFractional and Relative Scaling Component and Group CreationConstructing Components for ReusabilityCreating Efficient GroupsComparing the Advantages of Components and GroupsSaving and Reusing ComponentsImporting Components from Digital Repositories Advanced Modeling and GeometryLeveraging Push-Pull OperationsCreating Complex Shapes with the Follow Me ToolExploring Geometry IntersectionsDuplicating and Offsetting Faces, Edges, and PolygonsIncorporating 2D Polygons into Your DrawingsSkillful Use of the Paint Bucket Tool Materials and TexturesProficiency with the Materials EditorApplying High-Quality TexturesSourcing and Positioning TexturesGraphics and Bitmap ConsiderationsCrafting Scenes and StylesGenerating and Customizing ScenesManaging Scenes and Styles Introduction to Animation and PresentationAnimation ConceptsAdding Dimensions to Your SketchUp ModelsAnnotating Designs for ClarityPreparing Models for PrintingExporting Images and PDFs in 2D Formats

Join our Immigration Case Law Updates Webinar and keep up to date with the latest changes in Immigration Law. Each webinar is between 30 – 45 minutes. Join Lawyers, Solicitors, Immigration Advisors and Organisations keeping up with these changes. Immigration Case Law Updates Webinar   Stay ahead of the curve in the dynamic landscape of immigration law! Our Lunch and Learn Webinar Series is tailored for legal professionals, including lawyers, solicitors, immigration advisors, and organisations navigating the complexities of immigration law. Bring your lunch and join us for our bitesized webinar keeping you updated on major changes in Immigration Law. This monthly session ranges from 30 minutes to 45 minutes depending on the changes announced.   🔍 Highlights: In-Depth Case Law Analysis: Explore the latest updates and rulings shaping immigration law, providing you with a comprehensive understanding of recent changes. Interactive Discussions: Engage in interactive discussions with industry experts, sharing insights, best practices, and practical strategies to enhance your proficiency in handling immigration cases. Stay Current: Keep abreast of the ever-evolving legal landscape, ensuring you’re equipped with the knowledge to deliver the best possible outcomes for your clients. Monthly Sessions: Join us on the first Thursday of each month for an enriching and informative lunchtime session that fits seamlessly into your schedule.   🎓 Who Should Attend: Lawyers Solicitors Immigration Advisors Immigration Organisations   📚 Key Takeaways: Deepened understanding of recent case law developments Enhanced practical skills for effective immigration case management Networking opportunities with fellow legal professionals   📆 Save the Date: Mark your calendar for the first Thursday of every month and elevate your expertise in immigration law.   Links to the webinar will be sent out 24hours before the start time to the email address used at the time of booking.

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

Duration 4 Days 24 CPD hours This course is intended for This basic course is for business data analysts who want to profile and assess data using Information Analyzer, also data quality analysts who need to measure data quality. Overview Analyze data structures to determine agreement with documented metadataDiscover data anomaliesIdentify invalid and incomplete data valuesDetermine potential primary keys to table structuresAdd business meaning to dataProduce deliverables that can be used by business users and ETL developersConfigure Information AnalyzerAdminister the Information Analyzer environmentUnderstand security considerations around data analysisUnderstand the methodology supporting data analysisUse Information Analyzer to analyze data content and structureUse Information Analyzer to construct data rules and utilize IBM-supplied data rule templates In this course, you will learn how to use the IBM InfoSphere suite to analyze data and report results to business users. Course Outline Information Analysis concepts Information Server overview Information Analyzer overview Information Analyzer Setup Column analysis Concepts Basic data profiling techniques in practice Data profiling techniques Primary key analysis Concepts Basic data profiling techniques in practice Foreign key and cross domain analysis Concepts Basic data profiling techniques in practice Baseline analysis Reporting and publishing Extending the meta data using Information Governance Catalog and Information Analyzer Data Rules and Metrics Additional course details: Nexus Humans KM803 IBM Information Analyzer Essentials v11.5 training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the KM803 IBM Information Analyzer Essentials v11.5 course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Course Overview Outstanding customer service doesn’t happen by accident- it’s the result of clear communication, empathy, consistency, and a strong customer-focused mindset. This practical one-day course helps participants develop the mindset, skills and strategies needed to provide exceptional service and handle difficult situations with confidence and professionalism. Through real-world scenarios, role plays and interactive discussions, participants will learn how to build rapport, respond to customer needs, and create positive experiences that leave a lasting impression—whether communicating face-to-face, by phone, email, or online. Who Should Attend This course is ideal for: Frontline staff in retail, hospitality, healthcare, call centres, or public service Administration or reception staff Technical support or helpdesk officers Any team member who interacts with customers, clients or stakeholders No previous training in customer service is required. Learning Outcomes By the end of the course, participants will be able to: Understand what excellent customer service looks like and why it matters Communicate clearly, professionally and confidently in different situations Build rapport with a wide range of customers Show empathy and listen actively to understand customer needs Handle complaints, concerns and difficult conversations calmly and constructively Maintain a positive attitude, even under pressure Represent their organisation in a consistent and professional way Course Content 1. Foundations of Customer Service Excellence What is excellent customer service? First impressions and the customer journey Attitude, tone and mindset 2. Communicating with Confidence The power of words, tone and body language Active listening and questioning skills Managing expectations and saying "no" professionally 3. Creating Positive Connections Building rapport and trust quickly Adapting your style for different customers Service recovery: turning complaints into opportunities 4. Handling Difficult Situations Staying calm under pressure Responding to frustration, complaints or anger The LEAPS model for difficult conversations (Listen, Empathise, Apologise, Provide solution, Summarise) 5. Service Across Channels Delivering service via phone, email and online Professional email and message tone Tips for consistency across different platforms 6. Practical Application and Action Planning Real-life scenarios and role plays Personal action planning for immediate workplace impact Sharing service tips and best practices Delivery Method The course is delivered in an engaging, interactive format and includes: Short trainer-led discussions Scenario-based activities Role plays with coaching Group discussions and shared insights Available as a face-to-face or live virtual workshop. Inclusions Participant workbook and tools Practical checklists and communication templates Certificate of completion Access to optional post-course coaching support