2920 Courses in London

How to protect your cash flow In the current economic climate more and more companies are finding that their customers are taking longer to pay - or are not even paying at all. As cash flow is key to the survival of any business, effective debt collection tactics are vital for all businesses. This workshop concentrates on the telephone skills and techniques you can use to achieve the most positive outcome in any debt collection situation - payment of money owed, as soon as possible, whilst keeping the collection cost as low as possible. The course will help you: Understand your debtors and communicate with them accordingly Develop a strategy for more effective debt collection Make every call count Handle difficult calls Reduce the amount of time you need to spend on chasing payment Increase your collection rates 1 The debt collection process Understanding the reasons behind payment default Looking at the debt situation from the customer's point of view Developing a strategy for effective debt collection 2 Advanced telephone communication skills Techniques for speaking to the person responsible for paying the debt How to gain the customer's trust when discussing debt Telephone collection skills best practice Key phrases that keep the conversation positive and open 3 Questioning and listening skills for gathering information Different types of question Using high-gain questions to uncover key information Active listening that will help you understand what customers are really saying Leading with examples and high-impact questions Summarising and restating 4 Overcoming objections and excuses Identifying objections Preparing suitable responses Probing objections and ways to overcome them 5 Gaining commitment and ending the call Learn how to negotiate an agreement to suit both parties Summarising actions for you and the customer Ending the call professionally 6 Dealing with difficult and challenging situations Understand different personality types The correct way to respond to an upset customer Ways to calm angry customers (and handle verbal attacks) 7 Action plans Course summary and presentation of action plans

This programme provides an intensive, one-day overview of the key concepts and techniques of project management. The project management methods presented can be applied to a wide range of projects and the course emphasises both the task and the team-related aspects of project management. The aims of the programme are to: Present the key concepts of project management Provide a structured approach for managing projects Demonstrate tools and techniques for planning and controlling project work Enable participants to apply the techniques to their own projects At the end of the programme, participants will: Recognise the benefits of a structured approach to project work Be able to apply a range of practical tools and techniques to improve their personal effectiveness in project work Have a means of determining the status of current projects and know what actions are needed to ensure success 1 Introduction Why this programme has been developed Review of participants' needs and objectives 2 Key concepts The characteristics of projects and project work The four key phases of a project Essential lessons from past projects Key success factors Achieving success through the 'Team-Action Model' Challenges of the multi-project situation 3 Setting project goals Understanding 'customer' requirements Managing project stakeholders and gaining commitment Using questioning skills to define goals and success criteria Defining and documenting the scope of the project 4 Project planning Defining what has to be done Creating a work breakdown Agreeing roles and responsibilities for the work Developing a programme using networks and bar charts Estimating timescales, costs and resource requirements Planning exercise: participants develop a project plan Identifying and managing project risks Using project planning software Managing and updating the plan 5 Project implementation and control Creating a pro-active monitoring and control process Techniques for monitoring progress Using latest estimates Managing project meetings Resolving problems effectively Managing multiple projects Personal time management 6 Course review and action planning Identify actions Sponsor-led review and discussion of proposals Conclusion

In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales. One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer. By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer. By the end of this course, participants will be able to: Understand the power of a positive customer experience in developing sales opportunities Recognise and develop a sales opportunity when it arises Engage with customers and develop rapport and trust Use verbal and non-verbal communication skills and pick up on signals Ask powerful questions - and listen to the answers Create 'magic moments' for the customer Turn a complaint into an opportunity Know when to ask for referrals and testimonials Pass on leads to the relevant people 1 Introduction Aims and objectives Beliefs about sales 2 Building rapport First impressions Short cuts to rapport Finding common interests 3 Selling or serving? Managing emotions and behaviour - Transactional Analysis Moments of truth - creating 'magic moments' Speed sells - the follow-up 4 Meetings Planning a successful meeting Pre-meeting connection and assistance Sales meeting failure reasons Right v wrong mindset 5 Communication - verbal and non-verbal The 3 Vs - Visual, Verbal, Vocal Picking up on signals 7 power questions Questioning techniques LISTEN - 3 types of listening skills 6 Influencing 6 levels of influence Framing to change perspectives Turning complaints into opportunities 7 Referrals The power of referrals How and when to ask for a referral 5 steps from rapport to referral 8 Presentation and pitching (optional session) Basic presentation structure and delivery Creating powerful impressions Creating a 60-second pitch The elevator 10-second pitch - answering 'What do you do?' Sales presentations Emotion v Intellect - how to engage Using visuals

The main aim of this workshop is to encourage and enable delegates to present their sales messages stylishly and persuasively to expert buying audiences and improve their conversion rates. The focus is placed firmly on performance and creativity in top level presenting. It is aimed at experienced sales professionals who are expert at selling but need to be able to present and pitch for business at high skill levels in order to land major accounts. Delegate numbers will be restricted to 4 people. Delegates should be willing and be prepared to give video-recorded presentations as part of the course. Course Syllabus The syllabus of the Sales Presenting course is comprised of two modules, covering the following: Module One Components of Top Presenting Preparation and performance in presenting Being stylish and compelling Differentiation, risk-taking and presenting Connecting with your audience Achieving impact and drama Creating a buying emotion Getting out of a comfort zone First delegate presentations Module Two Pitching in Teams Getting your act together - the plan Looking and sounding like a team The buyer's perspective Getting your moves right - choreography Dealing successfully with questions Rehearsing to succeed Second delegate presentations Dragon's Den Exercise The delegation is split into two groups, each with a specific product or service to win the Dragons' investment. They have to also present to the Dragon's Den their business case for feedback and negotiate with the Dragons to gain either an "I'm in" or an "I'm out" reply. A full debrief is then conducted covering: Planning Commercial consequences Putting forward a business case Critical thinking Negotiating Selling skills Presentation skills Profile building Scheduled Courses This course is not one that is currently scheduled as an open course, and is only available on an in-house basis. For more information please contact us.

This one-day workshop is designed to build upon skills already acquired using Microsoft Word, whether participants are self-taught or have previously attended a course. It gives participants a good understanding of managing different types of paragraph indents, and managing automated numbered paragraph lists. This course will help participants: Create and manage the layout of paragraphs Create and manage multi-level numbered paragraphs Effectively insert, use and manage section breaks Create and manage columns Find, create and apply styles Create and update a table of contents from styles Work with styles to manage formatting Work with sums in tables and use table headings Input and edit text using AutoText Work with SmartArt graphics Link to other files using paste special 1 Managing paragraph layout Controlling paragraph layouts with indents Creating and managing paragraph hanging indents 2 Numbering paragraphs Creating a new multi-level numbered paragraph Managing existing multi-level numbered paragraphs 3 Inserting columns Creating columns from existing paragraphs Setting up columns Managing columns 4 Document section breaks Controlling document layout using section breaks Managing page orientation using section breaks Managing page numbering using section breaks 5 Using styles Applying quick styles Finding existing styles Creating and saving styles Modifying styles Creating a table of contents from styles Updating a table of contents 6 Using quick parts Saving content to quick parts Modifying saved quick parts Inserting content using AutoText Editing AutoText entries Inputting text using AutoCorrect 7 Advanced table features Sorting table columns Running sums in tables Repeating table headings at top of page Importing Excel content in tables Using table properties 8 Creating a mail merge Creating letters, labels and emails Merging addresses from external files Using Outlook's address book to merge Merging to email 9 SmartArt graphic Visually communicate content with SmartArt Choosing a SmartArt graphic Inputting into SmartArt Modifying and formatting SmartArt graphics 10 Linking to other files Linking to files using paste special Linking an Excel chart to a document Managing linked content from Word

Some people naturally possess an ability to sell and others over time develop their own style. We have created a highly practical course to give you the confidence and ability to sell over the phone or face to face. We focus the exercises, theory and discussion on your own job role and experiences to ensure you can return to the workplace to deliver tangible results. This 2-day course is designed for individuals who are new to selling, those in a sales role but have not received any formal training, or professionals who would like to brush up and enhance their current selling skills and learn some new techniques. Course Syllabus The syllabus of the Essential Selling Skills course is comprised of seven modules, covering the following: Module One Understanding the Customer The importance of good customer care Selling vs. selling attitude The reasons people buy Adopting a positive approach Module Two Self-Awareness Understanding your selling style Adapting your selling style to your customer Understanding your customers buying style Module Three Effective Communication and Rapport Building Why does communication need to be effective? Actively listening to your customers' needs Right question at the right time The impact of positive and emotive language Module Four Taking a Consultative Approach Different styles of selling Taking a consultative approach to selling Preparation techniques Buyer behaviour and motivation A selling approach to match the buyers mind Module Five Presenting the Solution Selling the benefits Sales tool kit Unique sales points Advanced questioning techniques Module Six Gaining Commitment Recognising and acting upon buying signals Dealing with customers concerns No means no? How to cope in stressful situations Module Seven Confirming the Sale Confirming or closing? Effective confirming techniques Going the extra mile Benefits For you as an individual This course will increase your confidence and ability to sell, having provided you with tools and techniques to achieve maximum results. Delegates always leave with fresh ideas, energy and motivation to succeed. For an employer The attitude of the delegates and the results they deliver will speak for themselves. All techniques are easy to apply back into the workplace for an immediate impact. What will I learn? By the end of the course, participants will be able to: Appreciate the need for preparation before a sales appointment Effectively identify and meet needs with advanced questioning techniques Identify verbal and non-verbal buying signals Construct professional answers to questions and possible objections Present your products and/or services with the buyer in mind Identify and use a selling style appropriate to capture the buyer's attention Recognise and overcome major objection types How to apply effective confirmation techniques with the buyer in mind Real Play Option We offer an innovative solution to engage the learners and bring real negotiation and closing scenarios to life. We use actors who improvise scenarios which have been specified by the group. The group is split the group into 2 sub-groups, one with the actor, the other with the trainer. Each group has a brief and has to instruct their trainer/actor on how to approach the scenario supplied. The actor and trainer 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. Scheduled Courses This course is not one that is currently scheduled as an open course, and is only available on an in-house basis. For more information please contact us.

Mental Health First Aid (MHFAider) is an internationally recognised training course that teaches people how to spot the signs and symptoms of mental ill health and provide help on a first aid basis. We don't teach people to be therapists, but we do teach people how to respond in a crisis, and how to reach out before a crisis happens. The training gives people tools to support themselves and each other, so everyone can talk about mental health and seek help when needed. As an MHFAider you will be able to: Recognise those that may be experiencing poor mental health and provide them with first-level support and early intervention Encourage a person to identify and access sources of professional help and other support Practise active listening and empathy Have a conversation with improved mental health literacy around language and stigma Discuss the role in depth, including boundaries and confidentiality Practise self-care This course is ideal for those who would like to become an MHFAider to: Gain the knowledge and skills to spot signs of people experiencing poor mental health Be confident starting a conversation and signpost a person to appropriate support Alongside the best evidence-based Mental Health First Aid (MHFA) training, MHFAiders are also provided with three-year access to ongoing learning and support through the MHFAider Support App 1 Introduction to MHFAider (3 hours 30 mins) MHFA and the MHFAider role Introduction to the MHFAider Action Plan 'ALGEE' What is Mental Health? Helpful and unhelpful language Undersign our Frame of Reference, understanding how we make sense of the world Understanding stress & the Stress Container 2 Understanding Mental Health (4 hours) What influences mental health? The Mental Health Continuum What is anxiety? What is a traumatic event? Active listening and empathy What are eating disorders? What is self-harm? What is substance misuse? MHFA conversation practice 3 MHFAider in practice (4 hours) Applying ALGEE What is depression? What is suicide? What is psychosis? MHFA conversation practice 4 Next steps (3 hours) Recovery and lived experience Applying ALGEE Boundaries in the MHFAider role MHFA conversation practice Moving forward in the MHFAider role and your MHFA action plan Self-care

This one-day course focuses on issues such as writing formulas and accessing help while writing them, and taking formulas to the next level by nesting one inside another for a powerful formula result. It also looks at ways of analysing data with reports, summarised by varying criteria. A range of time-saving tips and tricks are shared. This course will help participants: Calculate with absolute reference Group worksheets Link to tables Use the function library effectively Get to grips with the logical IF function Use conditional formatting Create pivot table reports Use data validation Master the VLOOKUP function 1 Calculating with absolute reference The difference between a relative and absolute formula Changing a relative formula to an absolute Using $ signs to lock cells when copying formulas 2 Grouping worksheets Grouping sheets together Inputting data into multiple sheets Writing a 3D formula to sum tables across sheets 3 Linking to tables Linking to a source table Using paste link to link a table to another file Using edit links to manage linked tables 4 The function library Benefits of writing formulas in the function library Finding the right formula using insert function Outputting statistics with COUNTA and COUNTBLANK Counting criteria in a list with COUNTIFS 5 Logical IF Function Outputting results from tests Running multiple tests for multiple results The concept of outputting results from numbers 6 Conditional formatting Enabling text and numbers to standout Applying colour to data using rules Managing rules Copying rules with the format painter 7 View side by side Comparing two Excel tables together Comparing two sheets together in the same file 8 Pivot table reports Analysing data with pivot tables Managing a pivot table's layout Outputting statistical reports Controlling number formats Visualising reports with pivot charts Inserting slicers for filtering data 9 Data validation Restricting data input with data validation Speeding up data entry with data validation 10 VLOOKUP function Best practices for writing a VLOOKUP A false type lookup A true type lookup Enhance formula results with IFNA 11 Print options Getting the most from print Printing page titles across pages Scaling content for print

This nationally recognised and regulated qualification is the perfect opportunity for businesses to invest in the safety of their employees. Enhance their fire safety knowledge and equip them with the necessary skills to ensure a safe working environment at all times. With its foundation in National Occupational Standards for fire safety awareness and alignment with the Health and Safety Executive's guidelines for good practice, this is the ideal choice for businesses looking to make a proactive step in promoting workplace safety.

When staff are new to sales it can seem daunting, especially when they have targets to meet. If the staff you need to promote your products and services get it wrong then it can knock their confidence and negatively impact how your customers see you as an organisation. This programme provides staff with the basic skills they need to sell. This course will help participants: Profile customers Research and identify potential new customers Use the consultative sales process Build effective rapport with customers Identify customer needs through effective questioning and listening Position products and services effectively Close the sale or gain commitment to further action Manage their customer portfolio to maximise sales 1 Introduction Aims and objectives of the training Personal introductions and objectives Self-assessment of existing sales skills Overview of content 2 Knowing your customers Who are your customers, and what do they want from you? What are your strengths, compared to your competitors? Who are your new potential customers? How do you communicate with new customers? What do you need to know about your customers before you start to sell? Making the initial approach Planning your pipeline - keeping the customers coming 3 The four-step sales process Overview of the consultative sales process Key benefits of using the consultative sales process Focusing on behaviours not targets The behaviours of a good salesperson Common pitfalls and mistakes Personal strengths and weaknesses 4 Building rapport First impressions - Mehrabian theory of communication Short cuts to building rapport Looking out for clues as to how the customer is thinking Looping back to keep the conversation flowing Acknowledging past communication Dealing with emotions such as anger Setting the agenda to keep control Getting past gatekeepers 5 Questioning and listening How to ask open questions to uncover information Left brain questions When closed question can be useful What stops us listening? The four levels of listening How to develop your listening skills 6 Presenting products and services to customers When to present Using benefits not features Making it personal Using reciprocity The tendency towards the middle Using consistency 7 Gaining commitment Testing the water Dealing with objections using ACLEO Asking for the business Getting referrals Ending with a personalised close Following-up 8 Managing your customer pipeline Spotting opportunities for cross-sales Managing your portfolio Maximising sales proactively Review meetings Customer satisfaction measures and surveys Mystery shopping 9 Putting it all together Skills practice Personal learning summary and action plans