2 Educators providing Courses in Bristol

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: See your role in a new light Develop your communication skills Deal with different types of customer and situation Boost your confidence Cope in a pressurised environment Get more satisfaction from your working day 1 Introduction Workshop objectives and personal objectives The challenges of 21st century communication What makes an excellent point of Reception? And why is it so important? Who and where are our customers? As a customer, how do you like to be treated? What makes people feel valued? Objective and subjective aspects of customer service 'Micro moments' that shape the relationship 2 Communication on reception Definition of communication Barriers to good communication The 'recipe' of verbal, vocal and visual aspects of communication Differences between communicating face-to-face and on the telephone Communication 'leaks' The primitive human response The impact of visual communication - body language, gesture and facial expression Voice - tone, speed, volume, pitch, clarity, inflection, pacing Words - positive words and phrases compared with negative terminology Professional greetings face-to-face Steering the conversation with effective questioning 3 Telephone excellence How we use the telephone Qualities of the telephone Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? Professional telephone etiquette Taking and leaving messages - key points that can help customers, colleagues and the organisation Clarifying information 4 Listening skills for accuracy and relationship building How accurate are your listening skills? What are the challenges for accurate listening? Active / empathetic listening 5 Creating a rapport by 'style flexing' Understanding how different people communicate Shaping our message to the other person so that they feel understood How changing situations can alter communication needs 6 Confidence and assertiveness Recognising different styles of behaviour - aggressive, passive and assertive Qualities of assertive communication - verbal, vocal and visual Assertive techniques - basic, persistence, negotiation / empathetic Demonstrating confidence 7 Coping in a pressurised environment Words - the most useful ones to use with stressed people and identifying the 'red rag' words Challenging situations - what do you find difficult and how do you respond? Dealing with outbursts of anger Bringing non-stop talkers back from their tangent Constructive ways to say 'no' 8 Pulling it all together Action plans Summary of key learning points

LTE Airside training course description This course provides a concise insight into the LTE airside. Key parts of the course are detailed looks at the air interface protocol stack, cell acquisition, transmission and reception of data and of he layer 1 procedures along with layer 2 procedures. What will you learn Explain the RF optimisation flowchart. Describe the importance of Reference Signal Received Power (RSRP). List many of the 3GPP recommended KPIs. Describe the concept of APN AMBR and UE AMBR within LTE. Describe the use of planning and optimisation computer tools. LTE Airside training course details Who will benefit: Anyone working with LTE. Prerequisites: Essential LTE Duration 2 days LTE Airside training course contents Introduction and review of LTE This section describes the requirements of LTE and key technical features, and reviews the system architecture. LTE Architecture, UE, E-UTRAN and EPC. Specifications. OFDMA, SC-FDMA and MIMO antennas This section describes the techniques used in the LTE air interface, notably orthogonal frequency division multiple access (OFDMA) and multiple input multiple output (MIMO) antennas. Communication techniques for fading multipath channels. OFDMA, FFT processing and cyclic prefix insertion. SC-FDMA in the LTE uplink. Multiple antenna techniques including transmit & receive diversity and spatial multiplexing. Introduction to the air interface This section covers the operation of the air interface, the channels that it uses, and the mapping to the time and frequency domains of OFDMA and SC-FDMA. Air interface protocol stack. Logical, transport and physical channels. Frame and slot structure, the resource grid. Resource element mapping of the physical channels and physical signals. LTE spectrum allocation. Cell acquisition This is the first of three sections covering the air interface physical layer. Here, we cover mobile procedures to start low-level communications with the cell, and base station transmission of the corresponding information. Primary/secondary synchronisation signals. Downlink reference signals. The master information block. Physical control format indicator channel. Organisation and transmission of the system information. Data transmission and reception In this section, we cover procedures used for data transmission and reception on the shared channels, and describe in detail the individual steps. Data transmission and reception on the uplink and downlink. Scheduling commands and grants on the PDCCH. DL-SCH and UL-SCH. Physical channel processing of the PDSCH and PUSCH. Hybrid ARQ indicators on the PHICH. Uplink control information on the PUCCH. Uplink demodulation and sounding reference signals. Additional physical layer procedure This section concludes our discussion of the air interface physical layer, by discussing a number of procedures that support its operation. Transmission of the physical random access channel. Contention and non-contention based random access procedures. Discontinuous transmission in idle and connected modes. Uplink power control and timing advance. Air interface layer 2 This section describes the architecture and operation of layer 2 of the air interface protocol stack. MAC protocol, interactions with the physical layer, use for scheduling. RLC protocol, transparent, unacknowledged and acknowledged modes. PDCP, including header compression, security functions and recovery from handover.

Overview The protocol is one of the most modern terms in terms of language but very old in terms of history as the word protocol is a development of the word of the conventions and understandings this is in the world of politics and at the international level, but within the field of business management has become the formulation of protocols is one of the important and necessary skills and very necessary for people who wish to They must take administrative duties. Through this course, we are going to introduce the rules and practices of gentle behaviour, the best practices for communication with others, and good reception, since all such related matters represent a large portion of our personality.

Aimed for GP reception staff and HCAs, who work face to face booking patients in or HCAs doing the initial triage/observations. Receptionists and HCAs working in the urgent care setting or walk in centres may also find this beneficial as they also book patients in and monitor the waiting room.

Hardening Cisco devices training course description A hands on course focusing on how to lock down Cisco IOS routers and switches. What will you learn Harden Cisco devices. Hardening Cisco devices training course details Who will benefit: Technical network staff. Technical security staff. Prerequisites: TCP/IP foundation for engineers. Duration 5 days Hardening Cisco devices training course content Introduction Router security, Switch security, Cisco IOS, IOS versions, Cisco advisories, the management plane, control plane, data plane. Hands on Checking IOS versions and advisories. Access control Infrastructure ACLs, Transit ACLs. Hands on Restricting access to the device, Filtering data traffic. Management plane: Securing operations Passwords, privilege levels, AAA, TACACS+, RADIUS. Hands on Password management. Management plane: Other general hardening Logging best practices, secure protocols, encrypting management sessions, configuration management. Hands on Hardening the management plane. Control plane Disabling reception and transmission of certain messages, Limiting CPU impact of control plane traffic, securing routing protocols. Hands on Hardening the control plane. Data plane Transit ACLs, disabling unused services, disabling unnecessary protocols, anti spoofing, limiting CPU impact of data plane traffic, identifying and tracing traffic, Netflow, VLANs, port security. Hands on hardening the data plane.

4G training course description This course is designed to give the delegate an understanding of the technologies used within a 3G UMTS mobile network. During the course we will investigate the UMTS air interface and the use of Wideband-Code Division Multiple Access (WCDMA) to facilitate high speed data access, together with HSPA to offer mobile broadband services. We will describe the use of soft handover rather than hard handover procedures and soft capacity sharing. The course includes a brief exploration of the UMTS protocol stack and the use of PDP Context and QoS support features. What will you learn Explain the 3G UMTS architecture. Describe the role of a Drifting & Serving RNC. Explain the use of ARQ & HARQ for mobile broadband. Describe how IMS integrates into the architecture. Describe the use of Media Gateway Controllers. Identify the temporary identities used within 3G UMTS. 4G training course details Who will benefit: Anyone working within the telecommunications area, especially within the mobile environment. Prerequisites: Mobile communications demystified Telecommunications Introduction Duration 2 days 4G training course contents LTE Introduction The path to LTE, 3GPP. LTE to LTE advanced. LTE Architecture The core, Access, roaming. Protocols: User plane, Control plane. Example information flows. Bearer management. Spectrum allocation. LTE technologies Transmission, reception, OFDMA, multiple antenna, MIMO. LTE Air interface Air interface protocol stack. Channels, Resource Grid, cell acquisition. Up and downlink controls. Layer 2 protocols. Cell acquisition Power on, selecting networks and cells. RRC connection. Attach procedure. Mobility management Roaming, RRC_IDLE, RRC_CONNECTED, cell reselection, handover, interoperation with UMTS and GSM networks. Voice and text IMS, QoS, policy and charging.

Satellite communications training course description This course starts by recaping some of the essential satellite knowledge required and proceeds to explore the deeper aspects of satellite communications, including hardware, communications and error control coding. What will you learn Explain how satellite communications work. Explain how RF works Explain the architecture of satellite systems. Use spectrum analysers. Satellite communications training course details Who will benefit: Anyone working with satellite systems. Prerequisites: None. Duration 3 days Satellite communications training course contents Basic Principles of Satellite Communications GEO, MEO and LEO satellites. Launching and orbits. Frequency bands and polarisation. Satellite footprints. Multibeam coverage. Power spectra. Link budgets. Modulation and coding. Access technologies. Earth station components. Space segment components. Satellite system services. Satellite operators. Radio frequency propagation Electromagnetic waves principles and generation. Reception of the EM wave. Space wave, sky wave and surface wave theory. The isotropic radiator. Types of antennae and their basic properties. Polar diagrams. International frequency allocation. Spectrum management and utilisation. Radio wave propagation. Line of sight propagation. Propagation for satellite comms. Free space path loss. Path attenuation. Noise and Interference. Power and its measurement. Satellite antennae and other hardware Power flux density. Effective aperture. Horn antennae. Parabolic reflector. Offset feed. Cassegrain and Gregorian antennae. Antenna feed systems - Horn, TMC, OMJ and polarizer. Antenna steering and mount systems. Array antennae. LNA, LNB, LNC. Microwave tubes - TWT and Klystron. Polarizers. Earth and Space Segments and the link Earth station antennae. Transponders. Antennae sub systems. Power supplies. Link budgets. System noise. System losses. Interference. Satellite switching. Ground Communications Equipment Baseband signals. Analogue and Digital systems. Overview of modulation - AM, FM, PM. Digital Modulation. Frequency conversion -up and down conversion. Filters, mixers, local oscillators, IF amplifiers and group delay equalisers. Access methods - single and multiple access systems. Data networks. Television transmission - analogue and digital. Digital signal compression. MPEG processing. Satellite Navigation Longitude, latitude, altitude, GPS, How GPS works, timing, alternatives to GPS. Mobile satellite services Voice and Phones, BGAN, TV, GPS to program aerial, VSAT. Error Control Coding The need for coding. Linear block codes. Cyclic codes. Convolution codes. Interleaving and concatenated codes. Coding gain. Turbo codes. Test and measurement Theory and practice of Spectrum Analysers.

LTE training course description This course is designed to give the delegate an understanding of the technologies used within a 3G UMTS mobile network. During the course we will investigate the UMTS air interface and the use of Wideband-Code Division Multiple Access (WCDMA) to facilitate high speed data access, together with HSPA to offer mobile broadband services. We will describe the use of soft handover rather than hard handover procedures and soft capacity sharing. The course includes a brief exploration of the UMTS protocol stack and the use of PDP Context and QoS support features. What will you learn Explain the 3G UMTS architecture. Describe the role of a Drifting & Serving RNC. Explain the use of ARQ & HARQ for mobile broadband. Describe how IMS integrates into the architecture. Describe the use of Media Gateway Controllers. Identify the temporary identities used within 3G UMTS. LTE training course details Who will benefit: Anyone working within the telecommunications area, especially within the mobile environment. Prerequisites: Mobile communications demystified Telecommunications Introduction Duration 2 days LTE training course contents LTE Introduction The path to LTE, 3GPP. LTE to LTE advanced. LTE Architecture The core, Access, roaming. Protocols: User plane, Control plane. Example information flows. Bearer management. Spectrum allocation. LTE technologies Transmission, reception, OFDMA, multiple antenna, MIMO. LTE Air interface Air interface protocol stack. Channels, Resource Grid, cell acquisition. Up and downlink controls. Layer 2 protocols. Cell acquisition Power on, selecting networks and cells. RRC connection. Attach procedure. Mobility management Roaming, RRC_IDLE, RRC_CONNECTED, cell reselection, handover, interoperation with UMTS and GSM networks. Voice and text IMS, QoS, policy and charging.

LTE Architecture and Protocols course description This course provides a comprehensive tour of the LTE architecture along with services provided and the protocols used. What will you learn Describe the overall architecture of LTE. Explain the information flows through LTE. Describe the LTE security. Describe LTE mobility management. Recognise the next steps for LTE. LTE Architecture and Protocols course details Who will benefit: Anyone working with LTE. Prerequisites: Mobile communications demystified Duration 3 days LTE Architecture and Protocols course contents Introduction History, LTE key features. The 4G ITU process. The LTE 3GPP specifications. Specifications. System Architecture LTE hardware architecture. UE architecture and capabilities. E-UTRAN and eNB. EPC, MME functions, SGW, PGW and PCRF. System interfaces and protocol stacks. Example information flows. Dedicated and default bearers. EMM, ECM, RRC state diagrams. Radio transmission and reception OFDMA, SC-FDMA, MIMO antennas. Air interface protocol stack. Logical, transport and physical channels. Frame and slot structure, the resource grid. Resource element mapping of the physical channels and signals. Cell acquisition, data transmission and random access. MAC, RLC, PDCP protocols. LTE spectrum allocation. Power-on procedures Network and cell selection. RRC connection establishment. Attach procedure, including IP address allocation and default bearer activation. LTE detach procedure. Security in LTE networks LTE security features, identity confidentiality, ciphering and integrity protection. Architecture of network access security in LTE. Secure key hierarchy. Authentication and key agreement procedure. Security mode command procedure. Network domain security architecture. Security associations using IKE and IPSec. Mobility management RRC_IDLE, RRC_CONNECTED. Cell reselection, tracking area updates. Measurement reporting. X2 and S1 based handovers. Interoperation with UMTS, GSM and non-3GPP technologies such as cdma2000. QoS, policy control and charging QoS in LTE, EPS bearers, service data flows and packet flows. The architecture and signalling procedures for policy and charging control. Data transport using GPRS, differentiated services and MPLS. Offline and online charging in LTE. Delivery of voice and text messages over LTE Difficulties and solutions for Voice over LTE. Architecture and call setup procedures for circuit switched fallback. Architecture, protocols and call setup procedures in IP multimedia subsystem. Enhancements in release 9 LTE location services. Multimedia broadcast / multicast service and MBSFN. Cell selection, commercial mobile alert service. LTE Advanced and release 10 Impact of carrier aggregation on LTE air interface. Enhanced MIMO processing on uplink and downlink. Relaying. Release 11 and beyond. OAM and self organising networks Operation, administration, maintenance and provisioning for LTE. Self-configuration of base station parameters. Fractional frequency re-use, inter-cell interference co-ordination. Self-optimisation of base station procedures. Self-healing to detect and recover from faults.

5G training course description This course is designed to give the delegate an understanding of the technologies and interworking requirements of the next generation of cellular communications. It is not a definitive set of descriptions but a possibility of the final deployment. During the course we will investigate the 10 pillars for 5G, which will include various Radio Access Technologies that are required to interwork smoothly. Hence we will look at the 4G Pro features and other RATs. What will you learn List the ten pillars of 5G deployment. Explain the 5G Internet and Software Distributed Networks (SDN). Explain carrier aggregation, the mobile cloud and RAT virtualisation. Explain an overall picture of 5G architecture. 5G training course details Who will benefit: Anyone who is looking to work with next generation networks. Prerequisites: Mobile communications demystified Duration 3 days 5G training course contents Drivers for 5G 5G Road Map, 10 Pillars of 5G, evolving RATs, small cell, o SON, MTCm, mm-wave, backhaul, EE, new spectrum, spectrum sharing, RAN virtualisation. 4G LTE advanced features *MIMO, Downlink & uplink MIMO R8, MIMO technology in LTE advanced, Downlink 8-layer SU-MIMO, Downlink MU-MIMO, Uplink MU-MIMO, Uplink transmit diversity, Coordinated multi-point operation (CoMP), Independent eNB & remote base station configurations, Downlink CoMP, * Uplink Multi-Cell Reception. ICIC & eICIC ICIC, Homogeneous to heterogeneous network, eICIC, Macro-pico scenario, Macro-femto scenario, Time orthogonal frequencies. Almost Blank Subframe (ABS). Carrier aggregation Component carriers (CC), * CC aggregation, Intra-band contiguous solutions, Intra-band non-contiguous solutions, Inter-band non-contiguous solutions, CA bandwidth classes, Aggregated transmission bandwidth configurations (ATBC), Possible carrier aggregation configurations (Rel 9, 10 & 12). Enhanced Interference Mitigation & Traffic Adaptation (eIMTA) TDD UL-DL reconfiguration for traffic adaptation, Reconfiguration mechanisms, Interference mitigation schemes, Dynamic & flexible resource allocation. 5G architectures 5G in Europe, horizon 2020 framework, 5G infrastructure PPP, METIS project, innovation centre, 5G in North America, research, company R & D, 5G specifications. The 5G internet Cloud services, IoT & context awareness, network reconfiguration & virtualization support, hypervisors, SDN, the controller, service-oriented API, OpenFlow switches, SDN operation, SDN control for traffic flow redirection, OpenFlow controllers, how SDN works, application, control and infrastructure layers, a programmable network, how SDN & NFV tie together, SDN's downside, SDN orchestration, Mobility, architectures for distributed mobility management, MEDIEVAL & MEDIVO projects, a clean slate approach, mobility first architecture, network virtualization (VNet), INM, NetInf, ForMux, MEEM, GP & AM, QoS support, network resource provisioning, IntServ, RSVP, DiffServ, CoS, aggregated resource provisioning, SICAP, MARA, Emerging approach for resource over-provisioning, example use case architecture for the 5G internet, integrating SDN/NFV for efficient resource control, control information repository, service admission control policies, network resource provisioning, control enforcement functions, network configurations, network operations. Small cells for 5G Average spectral efficiency evolution, What are small cells? WiFi & Femto cells as candidate small-cell technologies, Capacity limits & achievable gains with densifications, gains with multi-antenna techniques, gains with small cells, Mobile data demand, approach & methodology, subscriber density projections, traffic demand projections, global mobile data traffic increase modelling, country level backhaul traffic projections, 2020 average spectrum requirement, Small cell challenges, backhaul, spectrum, automation. Cooperation for next generation wireless networks Cooperative diversity & relaying strategies, Cooperative ARQ & MAC protocols, NCCARQ & PRCSMA packet exchange, Physical layer impact on MAC protocol, NCCARQ overview, PHY layer impact, Performance evaluation, simulation scenario and results. Mobile clouds; technology & services for future communications platforms Mobile cloud, software, hardware and networking resources, Mobile cloud enablers, mobile user domain, wireless technologies, WWAN WLAN and WPAN range, Bluetooth, IEEE.802.15.4, software stacks, infrared, near field communications (NFC), store & forward vs compute & forward, random/linear network coding. Security for 5G communications Potential 5G architectures, Security issues & challenges in 5G, user equipment, mobile malware attacks, 5G mobile botnets, attacks on 4G networks, C-RNTI & packet sequence numbers based UE location tracking, false buffer status reports attacks, message insertion attacks, HeNB attacks, physical attacks, attacks on mobile operator's network, user data & identity attacks, DDoS attacks, amplification, HSS saturation, external IP networks.