7481 Courses delivered Online

Introduction to Diabetes (2-Day Course) - Norfolk ICB OnlyThis course is for those from the Norfolk ICB only using the unique booking code. Applicants not using this code nor Identifying themselves as Norfolk ICB employees will not be able to attend.Course Description:These two days of comprehensive training are designed for nurses, nurse associates, pharmacists, paramedics, and other Allied Healthcare Professionals (AHPs), and experienced healthcare assistants (HCAs) who are new to or fairly new to the field of diabetes care. If you've recently started seeing patients with diabetes, or are planning to; this course is tailored to provide you with the fundamental knowledge and skills required to confidently care for individuals with diabetes. The primary focus is on adults with Type 2 diabetes, although key recommendations and signposting for patients with Type 1 diabetes will also be covered.Diabetes presents a significant healthcare challenge, costing the NHS £10 billion each year and impacting patients and their families. Primary care professionals play a pivotal role in managing the ever-increasing numbers of people diagnosed with Type 2 diabetes. Good diabetes care is crucial and aligns with national and local policies supported by robust NICE guidance.These interactive days of learning will incorporate various methods, including case studies, to help you progress from basic knowledge to a more confident and positive approach in reviewing and managing patients with diabetes. 2 Day Introduction to diabetes management in primary care (This is intended to provide an overview the programme may change slightly) DAY ONE 09.15 Coffee and registration 09.30 Introduction and course objectives 09.45 Setting the scene - screening, diagnosis, prediabetes, patho-physiology and symptoms, remission in Type 2 diabetes 10.45 Coffee 11.00 Type 1 Vs Type 2 Diabetes 11.20 Metabolic Syndrome and Diagnostic Criteria 11.45 Diabetes Prevention Programme 12.15 Managing Diabetes in Primary Care and Supporting Lifestyle 12.30 Lunch 13.30 Pharmacological Management of Type 2 Diabetes 14.30 Methods for Monitoring Glucose 14.45 Diabetic Emergencies (hypos, HHS and DKA) 15.15 Sick Day Rules 15.30 Action plan, evaluation, and resources 15.45 Close DAY TWO 09.15 Coffee and registration 09.30 Review progress since Day 1 09.45 Macrovascular Complications 10.15 Modifiable Risk Factors leading to CVD 11.00 Coffee 11.20 Cholesterol & Hypertension Management 12.00 Microvascular Complications 12.30 Lunch 13.30 Diabetes and Emotional Wellbeing 14.30 Case Studies 15.30 Q&A, Evaluations 15.45 CloseKey Learning Outcomes for Both Days:Upon completing this course, participants will be able to:1. Explain the physiology of diabetes and differentiate between Type 1 and Type 2 diabetes.2. Discuss methods for diagnosing diabetes and provide information to individuals newly diagnosed with Type 2 diabetes.3. Describe approaches that support achieving remission in Type 2 diabetes.4. Explain basic advice related to a healthy diet, various dietary approaches, and carbohydrate awareness.5. Discuss the modes of action of commonly used non-insulin medications.6. Identify major complications that may arise in individuals with long-standing diabetes and measures to limit or prevent them.7. Describe key advice for patients regarding the recognition and appropriate treatment of hypoglycaemia.8. Discuss DVLA guidance concerning driving and diabetes.9. Explain the risks of acute hyperglycaemia and provide advice to patients on self-managing illness periods.10. Provide examples of referral pathways to other services such as weight management, secondary care, podiatry, structured education, activity, and psychological services.11. Describe the process of routine foot review and factors influencing diabetic foot risk status.12. Discuss local recommendations for the appropriate use of blood glucose and ketone monitoring.13. Explain the key components and processes of an annual diabetes review and a self-management plan.Join us for this comprehensive 2-day course via Zoom and enhance your ability to provide effective diabetes care within primary care settings.

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Key Objectives for the Training provision Effective listening to a client's needs and requirements during various stages of the sales process. Engage in meaningful communication with clients, learn to identify challenges and opportunities that relate to the prospects. Overcome the identified challenge. Build long term rapport and establish trust with the prospect throughout the sales process, Ensure continued customer satisfaction that can turn into repeat business. Be able to build rapport with customers or clients. Know the right questions to ask to fully understand the customer or client’s needs without putting on any pressure. Be able to check you have the right information from the customer or client. Be able to match products and services to the customer or client using the information you have gathered. Be able to influence effectively. Know how to stand out from your competitors. Stage 1 – Research the Company’s ‘Value Propositions’ and USP Analysis  Conducting 30 min confidential interviews with a cross-section of the eligible Attendees & the Stakeholders, in order to gain an objective understanding of the various scenarios and clients that the Participants work with. the Company’s ‘Value Propositions’ Unique Selling Points The Customers’ journey(s) The Competition’s offers for analysis and comparisons. From these findings, a carefully calibrated bespoke Programme will be designed and delivered.  Stage 2 - Design the Bespoke 2 x day Course  nd Stage 3 - Delivery of the Course Programme This Programme can be delivered in 2 x consecutive days, or split between 2 – 3 weeks, to make it more ‘work-friendly’ – if required. It is very practical and commercially focussed in approach, with lots of interactive exercises designed to draw out the learning applications via the debriefings. The ‘Real Play’ scenarios on day 2 will be based on specific case studies drawn from the Research findings so that they are authentic to optimise the learning. Individual Action Plans will be captured at the end of each day to be debriefed by the Participants’ respective Line Managers.  Template Programme Day One – Foundation – Strategic Approach Section One – The Principles of Consultative Selling Defining ‘Consultative Selling’ The Company’s ‘Unique Selling Points’ & Value Proposition The Consultative Selling model – the five stages Avoiding appearing ‘pushy’, ‘pressurising’ or ‘talking through the sale’ Section Two –Strategy & Preparation  ‘Buy-Class’ Matrix Strategic plan Template – matching services/products to identified needs & opportunities. Preparing a range of objectives Constants and variables – USP’s Researching key Client/Decision Makers’ priorities, profile & background (LinkedIn etc.) Preparing for potential & likely Objections Section Three – Email etiquette & ‘influencing’ email correspondence.  Email etiquette A.B.S.U.R.D model Clarity and tone – discovery of clients’ needs & motivational factors. Techniques to influence and ‘nudge’. Ensuring the data and content have a ‘gentle’ motivational & appealing message. Top Tips Day Two – Practical Application Section Four – Rapport Building & Effective Communication skills ‘Behaviour Labelling’ techniques – setting a positive tone. Asking Open Questions – gaining a full understanding of the clients’ priorities & expectations. EQ - Inviting opinions; perspectives; experiences – winning confidence. Active Listening – focus and commitment to understand. ‘Reading the room’ – adapting to responses and reactions. Maintaining focus on relevant topics that the Client cares about; carefully consider the opportunities to influence. But NO PRESSURE! Building a ‘bond of trust’ with commitments and authentic, shared values. Section Five – Explaining the Benefits – aligned to the Customers’ Priorities Understanding ‘Why do People Buy?’ Research data analysis. Open questions that lead to understanding the key issues and Clients’ priorities. Avoiding the danger of ‘pressurising’ the Client. Responding to objections effectively, with confidence and sensitivity. Explaining the benefits that are aligned to the Clients’ stated requirements. Making the Data ‘sing’ – memorable takeaways for the Client. Augmented benefits – Brand confidence; Case studies; Warranty; Service; Range; Flexibility etc. in alignment with their stated preferences/requirements Differentials compared to Competitors Section Six – Winning Commitment Inviting commitment – with confidence Consultative Selling Closing techniques (e.g. Alternative Close/Assumptive Close et al) Avoiding ‘talking through the sale’ – knowing when to ‘Shut UP!’ Confirming agreement – ensuring Clients’ motivation for repeat business Section Seven – Practical Application ‘Real Play’ From the Research findings, carefully devised scenarios can be generated to provide the most valuable learning opportunities to underpin all the skills & techniques covered in the Programme.  Potential Real Play scenarios: A well-established customer has indicated that they are soon to be opening up additional new offices – this presents an opportunity to arrange for the Company to support them with their upcoming needs. After some very positive feedback and with the upcoming contract renewal imminent – how can the Company give the Customer more high-quality support in other areas of their business? A Competitor has been to see the client and they have prompted some concerns about ‘value for money’ & ‘quality of service’. How Real Play works… The group is split the group into 2 sub-groups, one with our Professional Actor (option available); the other with the Trainer or a willing Participant. Each group has a brief and has to instruct their Trainer/Actor/Participant on how to approach the scenario supplied. The Actor and Trainer (or willing Participant) perform the role play(s) as instructed by their respective teams; however, during the action they can be paused for further recommendations or direction. The outcome is the responsibility of the team(s) – not the performers. Debrief the full Programme Individual Action Plans - to be followed through. ‘Best Practices’ for application into the business Options for Exercises within the Programme  Sample Exercise – Red & White  There is a specific time managed agenda and itinerary, which puts the group under pressure.  The key challenge is for the sub-groups to maximise the commercial value from the task, however there is always a great danger that the individuals attempt to gain financial progress at the expense of the other group! Debriefing points: Persuasive communication and influence across barriers Gaining buy-in when others are sceptical Strategic planning accounting for others’ behaviours Sample Exercise – Communication Challenge Each Participant has different pieces of information, but are not allowed to share it visually. They are only allowed to communicate to work out the solution hidden among the large amount of data. Debrief: Structured approach Maintaining focus through distractions/interference Active Listening Controlled communication Sample Exercise – Persuasive emails Sample emails are shared to be critiqued and improved upon to be debriefed: Tone & impact Making the Data ‘sing’ Influential & motivational language Customer centric message. Sample Exercise –Juggling   Each Participant has to pass the ‘Customers’ (Juggling balls) carefully through the system with all the other Participants to reach a profitable conclusion  Debrief: EQ to read the room and effectively communicate, when the pressure is on Customer focus and adapting to challenges Devising a plan that wins buy-in Overcoming competing ideas to get to ‘best practice’ Consistent commitment, communication and motivational drivers that influenced performance. Sample Exercise –Critical Path  The group are provided with 30 x discs and some ‘post-it’ notes. (no pens or pencils are allowed) Their brief is to create a grid shape with the 30 x discs, which will act as ‘stepping stones’ for the ‘Critical Path’ But they have to follow the correct order through the grid from the start to finish, which they will have to work out through ‘trial & error’ All of the team must pass through the ‘Critical Path’ worked out on the grid, observing the constraints, within the time limit. No talking is permitted once they start using the materials Debrief: - Clear communication focussing on the ‘client’s journey’ Planning for challenges Identifying risks and mitigating them Role allocations & support Quality control and disciplines  Sample Exercise –Back to Back  Each Participant is positioned back-to-back with a partner. They have to work out precisely what the ‘statement’ given to the other person is without looking around. Each person has a different brief. Debrief: - Asking Open Questions Active Listening Accuracy in identifying the objective.

Qualification Number 603/3857/X Minimum entry age 19 Guided Learning Hours 14 Qualification Objective To provide learners with the skills that they require to manage conflict in a range of situations What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of one mandatory unit: • Unit 1 Manage conflict in the workplace How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number 603/5253/X Minimum entry age 19 Guided Learning Hours 90 What does this qualification cover? This qualification will enable learners to understand and implement lean organisation techniques, business improvement tools and techniques and to work effectively in a business team. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of three mandatory units: • Unit 1 Working in teams • Unit 2 Business improvement tools and techniques • Unit 3 Lean organisation techniques How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number 600/3775/1 Minimum entry age 19 Guided Learning Hours 55 What does this qualification cover? This qualification is designed to provide learners with the knowledge and understanding required to successfully lead a team. Who is it suitable for? This qualification is for those individuals who wish to develop their knowledge and understanding of leading a team and / or are planning to move into a team leading role This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of three mandatory units: • Unit 1 Team Leading Responsibilities • Unit 2 Managing yourself and providing direction to your team • Unit 3 Communicating Information and Knowledge in the Workplace How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number 601/4458/0 Minimum entry age 19 Guided Learning Hours 180 What does this qualification cover? This qualification aims to: • introduce the concepts of equality and diversity in a variety of environments including society, the community and the workplace • highlight how stereotyping and labelling affect individuals • outline the effects of prejudice and discrimination • allow the learner to examine rights and responsibilities • stress the importance of taking individual responsibility and action to help and support others • provide a basis for further study and/or career development. The objectives of these qualifications are to help learners to: • raise their awareness of the issues surrounding equality and diversity • apply this awareness through their actions in society, community and the workplace. Who is it suitable for? This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? The qualification is made up of three mandatory units: • Unit 1 Equality and diversity in society • Unit 2 Equality and diversity in the community • Unit 3 Equality and diversity in the workplace How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.

Qualification Number Level 1: 603/5291/7 Qualification Number Level 2: 600/3423/3 Minimum entry age 19 Guided Learning Hours Level 1: 30 Guided Learning Hours Level 2: 115  What does this qualification cover?  Level 1: • Know how to deliver good customer service • Know different communication methods • Know how to provide good customer service in line with organisational procedures • Know how to effectively deal with customer queries, problems and complaints. Level 2: • The principles of customer service • How customer needs and expectations are formed • The principles of responding to customers' problems or complaints • Interpersonal and team working skills • How to meet customer needs and expectations • Communicating effectively with customers • Legislation which supports the customer service process Who is it suitable for?  This qualification is aimed at learners who are new to the customer service sector and wish to improve their knowledge of this area resulting in the achievement of a nationally recognised qualification. The qualification provides learners with the knowledge and understanding in customer service for learners who deal, or intend to deal, with customers on a daily basis as part of their job role and is applicable to a variety of work environments. This qualification is suitable for learners aged 19 and above. What are the entry requirements? There are no specific recommended prior learning requirements for this qualification. How is this qualification structured? Level 1: The qualification is made up of one mandatory unit: • Unit 1 Customer Service Principles Level 2: The qualification is made up of two mandatory units: • Unit 1 Supporting the customer service environment • Unit 2 Delivery of effective customer service How is it assessed? This qualification is assessed via an internally assessed and externally verified portfolio of evidence. Funding for our qualifications This qualification is available fully funded under the Adult Education Budget funding stream and is free to the candidate.