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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

This very practical two-day workshop analyses the content and implications of key MoD terms and conditions of contract. The programme explains the principles and terminology of the contractual aspects of defence procurement as well as considering a number of relevant policies and initiatives. The course covers key components, constructs and methodologies associated with any commercial venture entered into with the UK MoD. Starting at the MoD organisational level the workshop sets the scene by looking at the acquisition process and organisation, detailing the various roles and responsibilities of MoD personnel. The workshop provides an in-depth examination of MoD DEFCONs and many narrative terms, setting them in the context of the organisation and its structures. The workshop helps participants to gain an understanding of the content and purpose of the range of MoD DEFCONs and narrative conditions commonly used throughout the acquisition lifecycle. It includes a review of Part 2 of the Defence Reform Act 2014 regarding Single Source Pricing, which comes into effect in 2015 and is already starting to be applied to significant contracts. On completion of this programme the participants will understand the terminology associated with the MoD terms and conditions of contract and will have an accurate view of their relevance, usage and their legal basis and how they can affect contractual and commercial decision-making. They will have gained an insight into defence acquisition contracting and they will be more commercially aware. DAY ONE 1 The commercial environment Key roles and responsibilities of the MoD organisations at the heart of the acquisition process 2 Tendering to MoD An appraisal of some of the obligations placed upon contractors when they are submitting a proposal to the MoD pre-contract 3 Standardised contracting MoD have introduced non-negotiable standardised contracts for certain levels of procurement. This section considers their use and relevance to defence contracting 4 Pricing, profit, post-costing and payment The parameters specific to a costing structure and the differences between competitive and non-competitive bidding The role of the QMAC, the profit formula, the requirements for equality of information and post-costing Different types of pricing and issues surrounding payment 5 Defence Reform Act - Single Source Pricing Single Source Pricing under Part 2 of the new Defence Reform Act Changes from the existing position, how contractors are affected and the compliance regime that accompanies the new requirements 6 Delivery and acceptance Specific requirements and the significance and impact of failing to meet them Acceptance plans Non-performance and the remedies that may be applied by the Customer - breach of contract, liquidated damages and force majeure DAY TWO 7 Protection of information and IPR Contractor's and MoD's rights to own and use information How to identify background and foreground intellectual property Technical information and copyright in documentation and software How to protect IPR at the various stages of the bidding and contracting process 8 Defence Transformation and Defence Commercial Directorate Widening and increasing roles and functions of the Defence Commercial Directorate Background to the Defence Reform Act 2014 9 Legal requirements Terms used in MoD contracts to reflect basic legal requirements Records and materials required for MOD contracts and therefore the obligations, responsibilities and liabilities that a company undertakes when it accepts these conditions Overseas activities 10 Subcontracting and flowdown Understanding the constructs required by the MoD for subcontracting Which terms must be flowed down to the subcontractor and which are discretionary 11 Termination Termination of a contract for default Termination for convenience How to optimise the company's position on termination 12 Warranties and liabilities Obligations and liabilities a company might incur and how they might be mitigated MoD policy on indemnities and limits of liability 13 Electronic contracting environment Electronic forms of contracting Progress toward a fully electronic contracting environment

Duration 1 Days 6 CPD hours We?ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. 1 - Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives 2 - Verbal Communication Skills Listening and Hearing: They Aren?t the Same Thing Asking Questions Communicating with Power 3 - Non-Verbal Communication Skills Body Language The Signals You Send to Others It?s Not What You Say, It?s How You Say It 4 - Making Small Talk and Moving Beyond The Four Levels of Conversation 5 - Moving the Conversation Along Asking for Examples Using Repetition Using Summary Questions Asking for Clarity and Completeness 6 - Remembering Names Creating a Powerful Introduction Using Mnemonics Uh-Oh?I?ve Forgotten Your Name 7 - Influencing Skills Seeing the Other Side Building a Bridge Giving In Without Giving Up 8 - Bringing People to Your Side A Dash of Emotion Plenty of Facts Bringing It All Together 9 - Sharing Your Opinion Using I-Messages Disagreeing Constructively Building Consensus 10 - Negotiation Basics Preparation Opening Bargaining Closing 11 - Making An Impact Creating a Powerful First Impression Assessing a Situation Being Zealous without Being Offensive 12 - Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

leadership management training course

Responsible for delivery and coaching of improvement activity within an area of responsibility.

Chairing or facilitating a panel discussion is a particular skill. When many experts and specialists in their field are asked to do this, they discover that it is not as easy as they imagined. Pitching and introducing the session, involving everyone, promoting audience engagement, dealing with difficult panellists and ending the discussion can all be a challenge for inexperienced facilitators. Our panel facilitation training workshop focuses on providing delegates with the techniques and confidence they need to chair panel debates effectively. It is delivered by BBC presenter Martine Croxall and is highly interactive, blending theory with practical exercises. During the course, you will learn: the best way to prepare, including audience analysis and research how to pitch a panel how to introduce a panel how to involve everyone in the discussion the best way to promote audience engagement how to deal with difficult panellists how to end a discussion Each delegate will have the chance to chair a panel discussion, with the other delegates and Martine playing different roles as panellists.

Duration 69 Days 414 CPD hours Cisco Learning Library: Security offers a subscription to all Cisco online cybersecurity and cyber operations training, including extensive sk This comprehensive technical training library offers full-length, interactive certification courses, product and technology training with labs, and thousands of reference materials. Security Library Certification Courses CCNP Security Implementing and Operating Cisco Security Core Technologies (SCOR) v1.0 Securing Networks with Cisco Firepower Next Generation Firewall (SSNGFW) v1.0 Securing Networks with Cisco Firepower Next-Generation IPS (SSFIPS) v4.0 Implementing and Configuring Cisco Identity Services Engine (SISE) v3.0 Securing Email with Cisco Email Security Appliance (SESA) v3.0 Securing the Web with Cisco Web Security Appliance (SWSA) v3.0 Implementing Secure Solutions with Virtual Private Networks (SVPN) v1.0 Implementing Automation for Cisco Security Solutions (SAUI) v1.0 CCIE Security Implementing and Operating Cisco Security Core Technologies (SCOR) v1.0 Product and Technology Training Implementing and Operating Cisco Security Core Technologies (SCOR) v1.0 Implementing Automation for Cisco Security Solutions (SAUI) v1.0 Understanding Cisco Cybersecurity Fundamentals (SECFND) v1.0 Implementing Cisco Cybersecurity Operations (SECOPS) v1.0 Implementing Secure Solutions with Virtual Private Networks (SVPN) v1.0 Implementing an Integrated Threat Defense Solution (SECUR201) v1.0 Integrated Threat Defense Investigation and Mitigation (SECUR202) v1.0 Securing Cisco Networks with Snort Rule Writing Best Practices (SSFRules) v2.0 Securing Cisco Networks with Open Source Snort (SSFSNORT) v3.0 Securing Networks with Cisco Firepower Next Generation Firewall (SSNGFW) v1.0 Securing Email with Cisco Email Security Appliance (SESA) v3.0 Securing the Web with Cisco Web Security Appliance (SWSA) v3.0 Securing Networks with Cisco Firepower Next-Generation IPS (SSFIPS) v4.0 Introduction to 802.1X Operations for Cisco Security Professionals (802.1X) v2.0 Securing Industrial IoT Networks with Cisco Technologies (ISECIN) v1.0 Implementing and Configuring Cisco Identity Services Engine (SISE) v3.0 Protecting Against Malware Threats with Cisco AMP for Endpoints (SSFAMP) v5.0 Introducing Cisco Cloud Consumer Security (SECICC) v1.0 Securing Cloud Deployments with Cisco Technologies (SECCLD) v1.0 Configuring Cisco ISE Essentials for SD-Access (ISESDA) v1.0 Securing Branch Internet and Cloud Access with Cisco SD-WAN (A-SDW-BRSEC)

Duration 2 Days 12 CPD hours Overview Create heightened self-awareness and personal discovery Establish a space of mutual respect by adapting your communication Work with resistance to gain commitment and buy-in Recognize and enhance trust by leading from any position Distinguish among varying attitudes and behaviors to make your teams work as a stronger unit One of DISC?s most intriguing applications is leveraging behavioral identification and adaptability. This workshop will guide you on the path of heightened self-awareness and personal discovery. You can make this your cornerstone seminar, revealing your unique behavioral style blend and how to apply that knowledge prescriptively to others, based on their style blend; thus boosting communication effectiveness. Studies indicate that 92% of workplace conflict is the result of misunderstanding and communication breakdowns. Your entire organization can apply DISC?s prescriptive lessons of behavioral adaptability to reduce employee conflict and turnover, increase productivity, and optimize team performance. Private classes on this topic are available. We can address your organization?s issues, time constraints, and save you money, too. Contact us to find out how. 1. Understanding The World Of Disc What is DISC? Breaking down the four main styles: Dominant Influencing Steady Conscientious Determining behaviors to read styles: Indirect vs. Direct Open vs. Guarded 2. Building Stronger Self-Awareness Rating your own style Understanding the Platinum Rule Grid Breaking down your profile Natural Style Adapted Style 3. Reading And Adapting To Others? Behaviors Applying the Platinum Rule Identifying characteristics in others Communication strategies with others Adapting your approaches 4. Getting Buy-In From Others Selling yourself to others Getting buy-in from each profile Understanding the cycle of getting buy-in Assessing Solving Confirming agreement Assuring satisfaction 5. Trust-Based Leadership High performance leadership characteristics The key to listening to build trust Motivating strategies with each profile 6. Making Teams Work Understanding how we each make decisions Seeing the power in each style as a role Blending team styles for teamwork Reviewing the team needs to optimize effectiveness

leadership management training course