1562 Manager courses in Stourbridge delivered Live Online

We communicate daily in many ways, including email, phone, text, Zoom, Teams, Google Meets, Slack, and even that old-fashioned thing, what was it now... oh yes, talking face-to-face. But, when we look at communication closely and really drill down into what we are doing in conjunction with how our brain works (neuroscience), how internal, organisational, and social politics control what we believe we can say, how hierarchical positioning impacts our honesty and how the lack of psychological safety means we say what we know others want to hear rather than what they need to hear…. It is oh so complicated! This workshop not only explores the concept of excellent communication, but we also want to hear what you believe it is too. We also delve into how organisational culture influences our perception of speaking up. Factors that hinder open and honest communication, and we work collaboratively towards removing these barriers to achieve a communication style that fosters trust and transparency, creating psychological safety. This workshop is particularly relevant to our Emotional Intelligence workshop (EI and Me). We firmly believe that developing emotional intelligence is the key to unlocking Clean Communication, a skill that is crucial for all of us, regardless of our roles and responsibilities, so that we thrive in our professional environment. If you want to see if we are correct, why not have us facilitate a workshop for you and see what you get by the end of it?  LENGTH - Normally, one day. But please contact us to discuss your specific needs, or we can offer advice. NEXT WORKSHOP START - Please ask for more information as we deliver bespoke closed events for your people at your location or a mutually suitable location. WORKSHOP DELIVERY - The best environment for this workshop is face-to-face, but we can facilitate this workshop online. Suitability - Who should attend? Who Should Attend and Why? Who? - Perhaps think of this another way… who shouldn’t attend to ensure we can attain Clean Communication? There’s your answer. Why? - Every person needs to understand what we are saying above about how we get trapped in this organisational formatting which changes how we communicate and how it prevents us from communicating cleanly. EVERY organisation has this, despite what our values profess. And 'Values', that’s a whole other story. Workshop Content Using the 'Moccasin Approach'® to clean our personal and organisational communication LaPD’s Communication Cycle and what we must consider. (Can you work out what the ? represent above? Accountability and Responsibility raises its head in Communication. It has to. Bias, unconscious bias and its impacts on our communication. The conundrum of communicating with others and their styles (The TRAP). How would my perfect Manager/Leader communicate with me? Nonverbal communication (body language), rapport, Clean Communication. Negative communication can go viral (Self-Fulfilling Prophecy). Reflections, findings and goals (individual and team). Meeting our workshop objectives by listing five areas for development. Workshop delivery and venue This workshop is usually one day in duration, and it focuses solely on how we communicate with each other. It can also be a two-day event incorporating aspects of Emotional Intelligence (EI) with group, and individual activities to allow discussions about the various communication we need in your organisation. When you consider the content we deliver, we are sure you will understand why we always prefer to deliver our workshops, courses and programmes face-to-face. Face-to-face workshops and courses can be held at a location of your choice or, if you wish, a central UK location, such as the Macdonald Burlington Hotel in Birmingham, located directly across from the Birmingham New Street train station. We can deliver our workshops, courses and programmes online, although this will mean splitting elements into manageable learning events to suit the online environment.

About this Virtual Instructor Led Training (VILT) Hydrogen will play an increasingly critical role in the future of energy system as it moves forward to supplement and potentially replace fossil fuels in the long run. Offshore wind offers a clean and sustainable renewable resource for green hydrogen production. However, it can also be volatile and presents inherent risks that need to be managed. Even though offshore production of hydrogen has yet to achieve a high state of maturity, many current projects are already dealing with the conditions and effects of offshore production of hydrogen and are grappling with the technological requirements and necessary gas transportation with grid integration. This 2 half-day Virtual Instructor Lead Training (VILT) course will examine the technological options for on-site production of hydrogen by electrolysis (onshore or offshore directly at the platform) as well as the transport of hydrogen (pipeline or ship). This VILT course will also explore the economic considerations and the outlook on future market opportunities. There will be exercises for the participants to work on over the two half-days. This course is delivered in partnership with Fraunhofer IEE. Training Objectives By the end of this VILT course, participants will be able to: Understand the technological attributes and options for green hydrogen production based on electricity from offshore wind. Explore the associated economic analysis for offshore wind hydrogen production, including CAPEX, OPEX, LCOE and LCOH Identify the critical infrastructure and technical configuration required for offshore green hydrogen including transportation networks and grid connectivity Learn from recent findings from current Research & Development projects concerning the differences between onshore and offshore hydrogen production. Target Audience This VILT course is intended: Renewable energy developers and operators Offshore oil & gas operators Energy transport and marine operators Energy policy makers and regulators IPPs and power utilities Training Methods The VILT course will be delivered online in 2 half-day sessions comprising 4 hours per day, including time for lectures, discussion, quizzes and short classroom exercises. Course Duration: 2 half-day sessions, 4 hours per session (8 hours in total). Trainer Trainer 1: Your expert course leader is Director of Energy Process Technology Division at the Fraunhofer Institute for Energy Economics and Energy System Technology, IEE. The research activities of the division link the areas of energy conversion processes and control engineering. The application fields covered are renewable energy technologies, energy storage systems and power to gas with a strong focus on green hydrogen. From 2006 - 2007, he worked as a research analyst of the German Advisory Council on Global Change, WBGU, Berlin. He has extensive training experience from Bachelor and Master courses at different universities as well as in the context of international training activities - recently on hydrogen and PtX for partners in the MENA region and South America. He holds a University degree (Diploma) in Physics, University of Karlsruhe (KIT). Trainer 2: Your expert course leader is Deputy Head of Energy Storage Department at Fraunhofer IEE. Prior to this, he was the director of the Grid Integration Department at SMA Solar Technology AG, one of the world's largest manufacturers of PV power converters. Before joining SMA, he was manager of the Front Office System Planning at Amprion GmbH (formerly RWE TSO), one of the four German transmission system operators. He holds a Degree of Electrical Engineering from the University of Kassel, Germany. In 2003, he finished his Ph.D. (Dr.-Ing.) on the topic of wind power forecasting at the Institute of Solar Energy Supply Technology (now known as Fraunhofer IEE) in Kassel. In 2004, he started his career at RWE TSO with a main focus on wind power integration and congestion management. He is Chairman of the IEC SC 8A 'Grid Integration of Large-capacity Renewable Energy (RE) Generation' and has published several papers about grid integration of renewable energy source and forecasting systems on books, magazines, international conferences and workshops. Trainer 3: Your expert course leader is Deputy Director of the Energy Process Technology division and Head of the Renewable Gases and Bio Energy Department at Fraunhofer IEE. His work is mainly focused on the integration of renewable gases and bioenergy systems into the energy supply structures. He has been working in this field since more than 20 years. He is a university lecturer in national and international master courses. He is member of the scientific advisory council of the European Biogas Association, member of the steering committee of the Association for Technology and Structures in Agriculture, member of the International Advisory Committee (ISAC) of the European Biomass Conference and member of the scientific committees of national bioenergy conferences. He studied mechanical engineering at the University of Darmstadt, Germany. He received his Doctoral degree on the topic of aerothermodynamics of gas turbine combustion chambers. He started his career in renewable energies in 2001, with the topic of biogas fired micro gas turbines. Trainer 4: Your expert course leader has an M. Sc. and she joined Fraunhofer IEE in 2018. In the Division of Energy Process Technology, she is currently working as a Research Associate on various projects related to techno-economic analysis of international PtX projects and advises KfW Development Bank on PtX projects in North Africa. Her focus is on the calculation of electricity, hydrogen and derivative production costs (LCOE, LCOH, LCOA, etc) based on various methods of dynamic investment costing. She also supervises the development of models that simulate different PtX plant configurations to analyze the influence of different parameters on the cost of the final product, and to find the configuration that gives the lowest production cost. She received her Bachelor's degree in Industrial Engineering at the HAWK in Göttingen and her Master's degree in renewable energy and energy efficiency at the University of Kassel. POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information about post training coaching support and fees applicable for this. Accreditions And Affliations

RQF level 1 Awareness of Safeguarding The RQF Level 1 Awareness of Safeguarding course is designed to provide individuals with a basic understanding of safeguarding principles and practices. It aims to raise awareness about the importance of safeguarding and promote the well-being and protection of vulnerable individuals, such as children, young people, and adults at risk. The course covers the following topics: Introduction to Safeguarding: Definition and importance of safeguarding. Key legislation, policies, and guidance related to safeguarding. Roles and responsibilities of individuals and organizations in safeguarding. Types of Abuse and Neglect: Overview of different types of abuse, including physical, emotional, sexual, and financial abuse. Recognizing signs and indicators of abuse and neglect. Understanding the impact of abuse on individuals' well-being. Vulnerable Groups: Identifying vulnerable groups, such as children, young people, older adults, and individuals with disabilities or mental health issues. Understanding the specific safeguarding concerns and considerations for each group. Reporting and Responding to Safeguarding Concerns: Procedures for reporting safeguarding concerns or disclosures. Understanding the importance of maintaining confidentiality and handling sensitive information appropriately. Responding to safeguarding concerns in a timely and appropriate manner. Promoting Safeguarding and Preventing Abuse: Strategies for promoting a safe and inclusive environment. Recognizing potential risk factors and implementing preventative measures. Understanding the importance of creating a culture of safeguarding within organizations. Multi-Agency Collaboration: Collaboration between different agencies and organizations involved in safeguarding, such as social services, law enforcement, and healthcare. Sharing information and working together to ensure effective safeguarding practices. Case Studies and Scenarios: Reviewing case studies and scenarios to apply safeguarding principles and practices. Analysing potential safeguarding dilemmas and decision-making processes. Personal Responsibilities: Recognizing personal boundaries and limitations when working with vulnerable individuals. Understanding the importance of self-care and managing emotional well-being when dealing with safeguarding issues. It is important to ensure that the course meets local safeguarding guidelines and requirements. Suitability - Who should attend? The RQF Level 1 Awareness of Safeguarding course is suitable for a wide range of individuals who may come into contact with vulnerable individuals or have a general interest in understanding safeguarding principles. Here are some key groups of people who should attend the course: Employees and Staff: The course is relevant for employees and staff members across various sectors and industries, including but not limited to education, healthcare, social services, hospitality, sports and recreation, and community organizations. It helps them develop a basic understanding of safeguarding principles and their responsibilities in ensuring the well-being and protection of vulnerable individuals they may encounter in their work. Volunteers: Individuals who volunteer their time and services in organizations that work with vulnerable individuals should attend the course. It equips them with essential knowledge and awareness of safeguarding issues, helping them provide appropriate support and maintain the safety and dignity of those they interact with. Parents and Caregivers: The course can benefit parents, guardians, and caregivers by providing them with a foundation in safeguarding principles. It helps them recognize potential risks and signs of abuse or neglect, enabling them to create safer environments for the children or vulnerable individuals under their care. Community and Youth Workers: Individuals involved in community work, youth organizations, or youth clubs should attend the course to enhance their understanding of safeguarding. It enables them to promote the well-being and safety of young people and recognize signs of potential abuse or exploitation. Volunteers or Trustees of Charitable Organizations: Individuals serving as volunteers or trustees in charitable organizations that work with vulnerable populations can benefit from the course. It helps them fulfill their responsibilities in safeguarding the individuals the organization serves and ensures they are aware of their legal and ethical obligations. General Public: The course is open to the general public as it provides valuable knowledge and awareness of safeguarding principles. It can benefit individuals who have an interest in understanding the rights and protection of vulnerable individuals in society. It's important to note that the RQF Level 1 Awareness of Safeguarding course provides foundational knowledge and awareness. For individuals who require more in-depth training or who have specific safeguarding roles or responsibilities, higher-level courses may be more suitable. Outcome / Qualification etc. Certification The qualification does not have an expiry date but refresher training and keeping up to date with changes to policies, procedures and new legislation through ongoing CPD is vital. Training Course Content Module 1 Introductions Module 2 Safeguarding legislation and guidance Module 3 Roles and responsibilities Module 4 Abuse and neglect Module 5 Identifying concerns and disclosure Module 6 Making judgements Module 7 Reporting concerns Module 8 Course closure and assessment MODULE 1 INTRODUCTIONS Session content Trainer/Assessor introduction Learner introductions Course syllabus Learning outcomes and assessment criteria Session duration 20 minutes MODULE 2 SAFEGUARDING LEGISLATION AND GUIDANCE Session content Introduction to safeguarding Definitions Assessment framework Safeguarding statistics Safeguarding legislation and guidance Rights of a child/adult at risk Session duration 40 minutes MODULE 3 ROLES AND RESPONSIBILITIES Session content Safeguarding partnerships Local authority safeguarding officer Social care services Multi-agency safeguarding hubs Organisational safeguarding policies Safeguarding lead Session duration 30 minutes MODULE 4 ABUSE AND NEGLECT Session content Definitions Types of abuse and neglect Physical abuse Emotional abuse Sexual abuse Neglect Signs and indicators Parent/carer abuse Radicalisation FGM Forced marriage Modern slavery County line gangs Electronic media abuse - Internet and social networking dangers Session duration 50 minutes MODULE 5 IDENTIFYING CONCERNS AND DISCLOSURE Session content Identifying concerns Being a point of disclosure Recording disclosure information Session duration 20 minutes MODULE 6 MAKING JUDGEMENTS Session content Child development needs Identifying a safeguarding concern Group activity making judgements Session duration 30 minutes MODULE 7 REPORTING CONCERNS Session content Silencing factors Barriers to raising concerns Reporting concerns Importance of sharing concerns Session duration 20 minutes MODULE 8 COURSE CLOSURE AND ASSESSMENT Session content Course summary Assessment paper Course evaluation Course closure Session duration 30 minutes Course delivery details Qualification delivery The qualification has 4 assigned guided learning hours (GLH) and 5 hours total qualification time (TQT). GLH indicates the number of classroom contact hours that the learner will undertake. TQT includes GLH but also takes into account any unsupervised learning and is an estimate of how long the average learner will take to complete the qualification. The minimum classroom contact time of 4 hours should be delivered over a minimum of half a day. The course can be spread over a maximum of 2 weeks, ensuring that each session is a minimum of two hours. The class ratio for this qualification is a maximum of 16 learners to 1 Trainer/Assessor Why choose Madeleys First Aid Plus Founded in 2021 after Louise left 30 years in the NHS as an Advanced practitioner in A&E/ITU, had spent 1.5 years in Covid ITU Won FSB Best start-up business in the West Midlands in May 2023 Now trained 100's of delegates in Physical and Mental Health First Aid Expenses Travel costs and lunch required, there are many cafes and sandwich bars here in Much Wenlock to buy your lunch, you may eat it in the training room. All training material, books, qualification certificates are included in the price Continuing Studies The RQF Level 1 Awareness of Safeguarding course serves as an introductory course that provides individuals with a basic understanding of safeguarding principles. While it is a standalone qualification, individuals who complete the course may choose to progress further in their safeguarding training and education. Here are some potential progression options: RQF Level 2 Award in Safeguarding: This qualification builds upon the knowledge gained in the Level 1 course and provides a more comprehensive understanding of safeguarding principles, policies, and procedures. It covers topics such as risk assessment, responding to safeguarding concerns, and effective communication in safeguarding contexts. Specialized Safeguarding Courses: Individuals who wish to focus on specific areas of safeguarding can pursue specialized courses related to their field of interest. These courses may include Child Protection, Adult Safeguarding, Domestic Abuse Awareness, Online Safety, or Safeguarding in Healthcare. Specialized courses delve deeper into the specific risks, regulations, and best practices associated with safeguarding vulnerable individuals in those particular contexts. Safeguarding Training for Specific Professions: Many professions have specific safeguarding training requirements tailored to their sector. For example, teachers may need to complete safeguarding training specific to the education setting, healthcare professionals may have training focused on safeguarding vulnerable patients, and social workers may have specialized safeguarding training in line with their role. Progression may involve undertaking profession-specific safeguarding courses or qualifications. Safeguarding Leadership and Management Training: Individuals in supervisory or managerial positions may consider pursuing training that focuses on the leadership and management aspects of safeguarding. This can include courses on developing and implementing safeguarding policies and procedures, managing safeguarding incidents, conducting internal investigations, and providing guidance and support to staff. Continued Professional Development (CPD): Engaging in ongoing CPD activities is essential for staying updated with the latest developments in safeguarding practices and policies. Individuals can attend conferences, workshops, or seminars related to safeguarding, child protection, or specific areas of interest within the field. This allows for continued learning and networking with other professionals. Higher Education: Individuals who wish to pursue a more in-depth study of safeguarding can consider higher education programs in social work, psychology, criminology, or related fields. These programs provide comprehensive knowledge and training in safeguarding practices, policies, and research. They may lead to professional certifications or degrees that enhance career opportunities in safeguarding roles. It's important for individuals to research and explore progression options that align with their specific career goals, interests, and local requirements. Different countries or regions may have varying certification or training requirements for safeguarding roles, so it's advisable to check with relevant regulatory bodies or professional associations for specific guidance.

This full day workshop is designed to follow on and build on the learning from the 1-hour webinar to provide an embedded learning experience leading to acceptance and change of culture around neurodiversity. We understand the pressure managers can experience working within a neurodiverse team, this training is designed with managers in mind.

Learn how to create a digital and data transformation strategy, using system thinking.

About this Training Course This separately bookable 3 full-day course is not designed to skill Oil & Gas engineers to be accountants, but to give the participants the confidence and ability to communicate with accountants and finance managers and to improve their own financial decision making. For technical professionals, a high level of single subject matter expertise is no longer sufficient for superior management performance. Oil & Gas technical professionals who wish to succeed in the resources industry are required to develop skills beyond their core functional knowledge. An understanding of financial information and management, and an awareness of the economic theory that drives value creation, are an integral part of the managers required suite of skills. This course can also be offered through Virtual Instructor Led Training (VILT) format. Training Objectives Workshop A: Finance for Non-Finance for Oil & Gas Professionals Attend this industry specific course and benefit from the following: Demystify financial jargon and fully interpret financial statements Understand Balance Sheets and Profit & Loss statements of Oil & Gas companies Discover the crucial distinction between cash flow and profit Understand how to make correct investment decisions using Net present Value and Internal Rate of Return Interpret oil and gas company financial reports using ratio analysis Learn the difference between cash costs and full costing of energy products Learn how to manage working capital for increased shareholder value Workshop B: Petroleum Fiscal Regimes and Applied Finance for Oil & Gas Industry Professionals Attend this advanced Training course to enhance your financial acumen from the following: Build and compare cash flow based models of both production sharing contract projects and royalty regime projects Gain an awareness of the different valuation methods for producing properties and undeveloped acreage Learn the industry specific accounting issues that apply when interpreting oil and gas company financial statements Understand how the physical characteristics of energy assets (e.g. reserves, reservoir quality) are translated into project valuations Learn how the investment analysts value oil and gas stocks and make buy/sell recommendations Target Audience This course is specifically designed for those with a non-finance background training from the Oil & Gas sector and requires only basic mathematical ability as a pre-requisite. It is presented in a manner that reduces the jargon to basic principles and applies them to numerous real-life examples. This course has been researched and developed for Managers, Superintendents, Supervisors, Engineers, Planners, Lawyers, Marketers, Team Leaders and Project Coordinators in the technical and non-technical departments in the Oil and Gas industry. Course Level Basic or Foundation Trainer Your expert course leader has presented over 300 courses and seminars in financial management. He began his career as a graduate in the Corporate Treasury of WMC Ltd having completed a degree in Applied Mathematics and Geology at Monash University. After five years with WMC, he pursued an MBA in finance and accounting at Cornell University in New York. He later gained a PhD in energy policy from the University of Melbourne. He worked for WMC Ltd in Perth as a Senior Financial Analyst in the Minerals Division and subsequently as an Energy Analyst in the Petroleum Division. In April 1997, he established an independent consultancy business providing advice to companies such as Woodside, Shell and Japan Australia LNG (MIMI). He spent many years as a consultant and commercial manager in the North West Shelf Gas project in Western Australia. Since 2006, he has been an Adjunct Fellow at the Macquarie University Applied Finance Centre where he teaches courses in valuation, financial statement modelling, and resources industry investment analysis. His background in geology and mathematics allows him to empathise with those who seek an understanding of finance but are approaching the learning experience with a technical mind. He receives consistently high ratings for his breadth of knowledge of the subject matter. He presents in a lively interactive style using real life examples and cases. POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information post training support and fees applicable Accreditions And Affliations

Duration 1 Days 6 CPD hours Overview After completing this course, students will know how to: - Identify difficult personality types and the effect they can have in an organization - Manage difficult employees and monitor their behavior - Document ongoing changes in behavior and performance - Communicate clearly and effectively, both verbally and nonverbally - Improve your listening skills - Communicate with difficult supervisors and co-workers - Identify types of employee dismissals - Identify the focus of feedback and give and receive feedback effectively - Provide positive and constructive feedback - Monitor performance afterwards - Identify communication styles - Manage difficult feedback sessions and identify when to avoid giving feedback - Identify some common myths associated with workplace conflicts, common reasons that conflicts arise, and types of workplace conflict - Distinguish between conflict management and conflict resolution - Identify conflict resolution styles, resolve workplace conflicts, including team conflicts, and identify the communication skills required to In this course, students learn to identify and manage difficult employees, monitor their behavior, develop clear and effective communications techniques, give and receive feedback, identify workplace conflicts and present resolutions. 1 - Getting Started Workshop Objectives 2 - The Basics What is Performance Management? How Does Performance Management Work? Tools Case Study 3 - The Basics (II) Three Phase Process Assessments Performance Reviews Case Study 4 - Goal Setting SMART Goal Setting Specific Goals Measurable Goals Attainable Goals Realistic Goals Timely Goals Monitoring Results Case Study 5 - Establishing Performance Goals Strategic Planning Job Analysis Setting Goals Motivation Case Study 6 - 360 Degree Feedback What is 360 Degree Feedback? Vs. Traditional Performance Reviews The Components Case Study Module Six: Review Questions 7 - Competency Assessments Competency Assessment Defined Implementation Final Destination Case Study 8 - Kolb's Learning Cycle Experience Observation Conceptualization Experimentation Case Study 9 - Motivation Key Factors The Motivation Organization Identifying Personal Motivators Evaluating and Adapting Case Study 10 - The Performance Journal Record Goals and Accomplishments Linking with Your Employees or Managers Implementing a Performance Coach Keeping Track Case Study 11 - Creating a Performance Plan Goals Desired Results Prioritization Measure Evaluation Case Study 12 - Wrapping Up Words from the Wise Lessons Learned Additional course details: Nexus Humans Performance Management 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 Performance Management 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.

Elevate your role as a non-finance manager by learning to interpret financial information and analysis and learn how your actions directly impact the company's bottom line.

Enhance your ability to apply a range of techniques and tools to help improve management of emotions under stress, make more effective decisions in difficult scenarios and manage your energy more effectively in stressful situations.

ITIL® 4 Strategist: Direct, Plan and Improve: In-House Training The ITIL® 4 Strategist: Direct, Plan, and Improve course is based on the ITIL® 4 Strategist Direct, Plan, and Improve candidate syllabus from AXELOS. This course is based on the ITIL® 4 Strategist: Direct, Plan and Improve IT exam specifications from AXELOS. With the help of ITIL® 4 concepts and terminology, exercises, and examples included in the course, candidates acquire the relevant knowledge required to pass the certification exam. This course provides the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction. It was designed to provide practitioners with a practical and strategic method for planning and delivering continual improvement with necessary agility. It covers both practical and strategic elements, making it the universal module that is a key component to both ITIL® 4 Managing Professional and ITIL® 4 Strategic Leader streams. What You Will Learn At the end of this course, participants will be able to: Understand the key concepts of direction, planning, improvement Understand the scope of what is to be directed and/or planned and know how to use key principles and methods of direction and planning in that context Understand the role of GRC and know how to integrate the principles and methods into the service value system Understand and know how to use the key principles and methods of continual improvement for all types of improvements Understand and know how to use the key principles and methods of Communication and Organizational Change Management to direction, planning and improvement Understand and know how to use the key principles and methods of measurement and reporting in direction, planning, and improvement Understand and know how to direct, plan, and improve value streams and practices Course Introduction Let's Get to Know Each Other Course Overview ITIL® 4 Certification Scheme Course Learning Objectives Course Components Course Agenda Exercises Case Study: Axle Car Hire Case Study: HandyPerson on Demand Exam Details Core Concepts of DPI Key Terms Covered in the Module Module Learning Objectives Basics of Direction Basics of Planning Basics of Improvement Other Core Elements DPI through Service Value Chain and Guiding Principles Key Terms Covered in the Module Module Learning Objectives DPI of the SVS DPI of Guiding Principles Role of Direction in Strategy Management Key Terms Covered in the Module Introducing Strategy Management Developing Effective Strategies Implementation of Strategies Key Terms Covered in the Module Module Learning Objectives Managing Risks Making Decisions through Portfolio Management Directing via Governance, Risk, and Compliance (GRC) Introduction to Assessment and Planning Key Terms Covered in the Module Module Learning Objectives Core Concepts of Assessment Conducting Effective Assessments Core Concepts of Planning Assessment and Planning through VSM Key Terms Covered in the Module Module Learning Objectives Introducing VSM Developing Value Stream Maps Knowing More About VSM Measurement, Reporting, and Continual Improvement Key Terms Covered in the Module Module Learning Objectives Measurement and Reporting Alignment of Measurements and Metrics Success Factors and Key Performance Indicators Continual Improvement Measurements and Continual Improvement through Dimensions and SVS Key Terms Covered in the Module Module Learning Objectives Measurements for the Four Dimensions Continual Improvement of the Service Value Chain and Practices OCM Principles and Methods Key Terms Covered in the Module Module Learning Objectives Basics of OCM OCM throughout DPI and Service Value Chain Resistance and Reinforcement Communication Principles and Methods Key Terms Covered in the Module Module Learning Objectives Basics of Effective Communication Communication with Stakeholders SVS Development Using Four Dimensions Key Terms Covered in the Module Module Learning Objectives Organizations and People in the SVS Partners and Suppliers in the SVS Value Streams and Processes in the SVS Information and Technology in the SVS