61 Matrix courses delivered Live Online

The aim of this course is to provide project managers, project engineers and project support staff with a toolkit they can use on their projects. The tools range from the simple that can be used on all projects to the advanced that can be used where appropriate. This programme will help the participants to: Identify and engage with stakeholders Use tools for requirements gathering and scope management Produce better estimates using a range of techniques Develop more reliable schedules Effectively manage delivery DAY ONE 1 Introduction Overview of the programme Review of participants' needs and objectives 2 Stakeholder management Using PESTLE to aid stakeholder identification Stakeholder mapping The Salience model Stakeholder engagement grid 3 Requirements management Using prototypes and models to elucidate requirements Prioritising techniques Roadmaps Requirements traceability 4 Scope management Work breakdown structures Responsibility assignment matrix 5 Delivery approaches Sequential Agile 6 Estimating Comparative estimating Parametric Bottom-up Three-point estimating Delphi and Planning Poker Creating realistic budgets DAY TWO 7 Scheduling Critical path analysis Smoothing and levelling Timeboxing Team boards Monte Carlo simulations Probability of completion 8 People management Situational Leadership The Tuckman model Negotiation Conflict management Belbin 9 Monitoring and control Earned value management 10 Course review and action planning Identify actions to be implemented individually Conclusion PMI, CAPM, PMP and PMBOK are registered marks of the Project Management Institute, Inc.

The need for key staff to have commercial skills is paramount, as the public sector is increasingly opened up as a commercial market, in which organisations compete against each other and the private sector for contracts. Generating additional income and being commercially aware is vital for this to be a success, and is what many public sector organisations are looking to do. This programme will help you: See commercial awareness as not just another skill-set, but as a different mind-set Use a variety of tried-and-tested commercial, analytical decision-making techniques and tools Define your commercial objectives Develop a strategic focus Start looking at service clients as market segments Analyse, in a competitive context, your service offering Plan a commercial strategy, prepare for its implementation and see it through to execution 1 What is commercial thinking? Understand what it means to be a commercial thinker Identifying commercial opportunities often involves not only a different skill set but also a different mindset; looking at the services that you provide 2 Defining strategic commercial objectives Defining your key commercial objectives Prioritising your strategic objectives Two key strategic planning tools:Resource and Competency MatrixPESTLE How to apply these tools to your particular situation 3 Developing a strategic focus Decision-making on how to compete in the markets identified by your strategic objectives requires a strategic focus Developing strategic focus A tool for helping you to make those decisions: using the Ansoff Matrix 4 Defining customer targets How to think more commercially by understanding who all your customers are and how they differ from each other how to apply the principles to your areas to identify the type of customers you have and their key characteristics - Customer segmentation Who are your customers? How do their needs vary? - Scenarios 5 The competitive market place Understanding the competitive forces at play Different types of competition Analysing your competitive environment using Porter's 5 Forces model 6 Meeting stakeholder expectations Two simple models to help you identify the key stakeholders who could influence your commercial environment How to use your stakeholders to help you achieve your commercial objectives 7 Implementation - systems, structures and processes Effective commercial activity involves working with others to implement ideas and strategies What do you need to have in place before you implement your commercial strategy? How to health-check your organisation prior to implementation using the McKinsey 7S framework 8 Implementation - people and culture A good commercial strategy only works if the people involved buy in to the ideas and if the culture of the organisation is conducive to the effective implementation How the latest thinking in behavioural economics can help you develop your culture and people to work commercially 9 Tools and checklists Be more commercial within your sphere of influence using a commercial checklist to help you Using the checklist as a benchmark against the most commercially aware organisations Using the checklist as a health check - both corporately and individually

EFQM Performance Improvement Practitioner Course A 2-day deep-dive workshop on RADAR and how to use it as an agile project performance framework. The essential course for anyone wanting to learn more about the RADAR logic and how to build a continuous improvement culture and mindset across your whole organisation.   Who is it for? This course is suitable for anyone who wants to understand the RADAR logic and how it can be used to make their organisation more effective. Whilst this training is effective as a stand-alone course; it is also a Level 1 option for anyone considering one of the EFQM qualification routes as a way of progressing their management development and career.   Benefits By the end of the course, participants will be able to: Explain the overall RADAR logic Explain the main principles of positive culture and mindset for driving performance Describe how RADAR can be implemented into an organisation to improve performance at every level Identify how to use RADAR to drive the management agenda Apply RADAR across day-to-day initiatives and key projects as an agile project performance framework. Programme The main topics covered during the EFQM Performance Improvement Practitioner training are: RADAR logic and examples of how it can be used Using RADAR to drive the management agenda Using RADAR to drive strategic initiatives Using RADAR to set up strategic KPI’s RADAR as a Performance Improvement Framework Case studies and group exercises RADAR Improvement Matrix self-assessment The training is spread over two days and is delivered in a virtual classroom setting (Zoom or Microsoft Teams), using videos, group discussions, case studies and activities in breakout rooms and presentations from the trainer.   Further Development The EFQM Performance Improvement Practitioner training provides core knowledge about the RADAR Logic. In some cases, the training will have fulfilled an individual's learning needs. In many cases, the individual will want to consolidate their learning by applying the theory to a practical task. We encourage you to apply RADAR to a practical, work-based project, and we provide guidance on how to approach and complete your project.    Completion of the RADAR Performance Improvement Project also allows you to progress to one of the advanced EFQM qualification programmes: EFQM Performance Improvement Leader, EFQM Assessor or EFQM Organisational Change Leader.   EFQM Performance Improvement Leader If you successfully complete the EFQM Performance Improvement Practitioner training and the subsequent project, you are invited to apply for the EFQM Performance Improvement Leader assessment. You will be guided and coached by an EFQM trainer and asked to present your project to the EFQM expert panel. Here you will answer questions about how you applied the RADAR logic and principles (we provide participants with templates for running the project, as well as a high-level mid-term review). You will also receive feedback on how to improve and maximise the use of RADAR for future endeavours. Dates and time: This is a two day on-line workshop delivered on the 31st of January & 7th of February from 9:00 AM to 3:30 PM GMT Cost: £650 + VAT

Power BI is a powerful data visualisation program that allows businesses to monitor data, analyse trends, and make decisions. This course is designed to provide a solid understanding of the reporting side of Power BI, the dashboards, where administrators, and end users can interact with dynamic visuals that communicates information. This course focuses entirely on the creation and design of visualisations in dashboards, including a range of chart types, engaging maps, and different types of tables. Designing dashboards with KPI's (key performance indicators), heatmaps, flowcharts, sparklines, and compare multiple variables with trendlines. This one-day programme focuses entirely on creating dashboards, by using the many visualisation tools available in Power BI. You will learn to build dynamic, user-friendly interfaces in both Power BI Desktop and Power BI Service. 1 Introduction Power BI ecosystem Things to keep in mind Selecting dashboard colours Importing visuals into Power BI Data sources for your analysis Joining tables in Power BI 2 Working with data Utilising a report theme Table visuals Matrix visuals Drilling into hierarchies Applying static filters Group numbers with lists Group numbers with bins 3 Creating visuals Heatmaps in Power BI Visualising time-intelligence trends Ranking categorical totals Comparing proportions View trends with sparklines 4 Comparing variables Insert key performance indicators (KPI) Visualising trendlines as KPI Forecasting with trendlines Visualising flows with Sankey diagrams Creating a scatter plot 5 Mapping options Map visuals Using a filled map Mapping with latitude and longitude Mapping with ArcGIS or ESRI 6 Creating dashboards High-level dashboard Migration analysis dashboard Adding slicers for filtering Promote interaction with nudge prompts Searching the dashboard with a slicer Creating dynamic labels Highlighting key points on the dashboard Customised visualisation tooltips Syncing slicers across pages 7 Sharing dashboards Setting up and formatting phone views Exporting data Creating PDF files Uploading to the cloud Share dashboards in SharePoint online

LOOKING FOR: ADULT FICTION, NON-FICTION Julie Gourinchas (she/they) is developing a selective list focused on upmarket and literary adult fiction across a wide variety of genres. Writers she represents have been nominated for the British Book Awards, the Hugo Awards, the BSFA Awards, and the Saltire National Book Awards, among others. In fiction, she's drawn to a uncommon voices, and striking, intelligent writing – whether vibrant and floral or tense, quick, and sparse – as well as texture in both tone and setting (particularly anything with a strong aesthetic). Above all, she is looking for hooky, high-concept work, but her taste can perhaps be best summarised as "the weird, dark, and gruesome." While literary-speculative is her sweet spot, she considers herself genre agnostic within upmarket/literary fiction, and remains open to compelling and well-executed genre overlap. These include: upmarket and literary horror: especially featuring feminist or cultural themes, body horror, mangled nature, or cosmic, Lovecraftian vibes and looking for a fresh, literary take on vampires. Think Mona Awad, Lucy Rose, Julia Armfield, Jade Song, Stephen Graham Jones. dark and spiky literary dramas with high emotional stakes - think Eliza Clark, Julia May Jonas. razor-sharp dark academia particularly with something to say about the complex and exploitative systems within academia, more The Secret History, less The Atlas Six. gothic fiction, specifically regional gothic anchored in an evocative sense of place in the vein of Alexis Henderson and Alix E. Harrow. grounded fantasy or otherwise speculative fiction with coherent, sharp worldbuilding that feels recognisable and familiar, or directly set in our world. Play with magic, faith, and technology in your story like Babel, or a more literary version like Emily Wilde's Encyclopaedia of Faeries, Blood Over Bright Haven, Metal From Heaven. Searing contemporary fiction centred on themes of identity and belonging: think Sally Rooney, Torrey Peters, or what Saltburn should have been. dark westerns, in particular any that play with the truth and false hopes of the American Dream. magical realism both whimsy with a touch of darkness, and darkness with a touch of whimsy. unhappy romances anything -punk: steampunk, solarpunk, silkpunk, clockpunk, dieselpunk, cyberpunk and more of these! Suffice to say: if you can successfully and smartly comp to Arcane, Julie wants to see it! character-focused historical fiction with a literary edge: think Lauren Groff, Anthony Doerr, Eleanor Catton, particularly in the 19th and 20th centuries; including and indeed encouraging alternate history. Stylistically, Julie loves uncommon, thought-provoking experimentation with both prose and form, and anything spiky, toothy, and dark. Happy endings, to her, should feel earned. In all things, compelling character development should come first. First person narration is not impossible, but hard to sell. A smart genre blend is always welcome, as is any fresh-eyed approach to a well-trodden trope. Julie is also very much looking for her first romantasy – especially one that approaches this exciting new genre from a fresh, bold perspective. She is keenly interested in hearing from authors traditionally underrepresented in the industry, including but not restricted to writers of colour; queer, trans, and nonbinary writers; working class writers; disabled writers; etc. Her enduring favourite books include All The Light We Cannot See by Anthony Doerr, Do Not Say We Have Nothing by Madeleine Thien, The Luminaries by Eleanor Catton, and Philip Pullman’s His Dark Materials series. More recent favourites include the masterful Tomorrow and Tomorrow and Tomorrow by Gabrielle Zevin, Babel by R.F. Kuang, Detransition Baby by Torrey Peters, Matrix by Lauren Groff, Tell Me I’m Worthless by Alison Rumfitt, Brother Alive by Zain Khalid, and Our Wives Under the Sea by Julia Armfield. In non-fiction, Julie is keen to read in the narrative and “big ideas” spaces, particularly in the realms of politics, history, and the social sciences. Please note: Julie is not looking for young adult, middle grade, and children’s books. Strictly no AI-generated content of any description. Please also bear in mind that, despite a deep and abiding love for all things Tolkien and Star Wars, she is not typically the right fit for epic or high fantasy, nor space-faring science fiction. She would also prefer to avoid pulpy crime and straightforward romance/romcoms. Julie would like you to submit a covering letter, 1 page synopsis and the first 5,000 words of your manuscript in a single word document.  (In addition to the paid sessions, Julie is kindly offering one free session for low income/under-represented writers. Please email agent121@iaminprint.co.uk to apply, outlining your case for this option which is offered at the discretion of I Am In Print).  By booking you understand you need to conduct an internet connection test with I Am In Print prior to the event. You also agree to email your material in one document to reach I Am In Print by the stated submission deadline and note that I Am In Print take no responsibility for the advice received during your agent meeting. The submission deadline is: Tuesday 29th April 2025

Duration 1 Days 6 CPD hours This course is intended for Employees not working in a centralized office. Overview The Telework and Telecommuting workshop will cover strategies to help participants learn skills required for working outside the office that include proper self-management, manage time efficiently, know different methods of organization and planning, identify various forms of communication and address and resolve challenges that teleworkers can face. The Telework and Telecommuting workshop will cover strategies to help participants learn skills required for working outside the office that include proper self-management, manage time efficiently, know different methods of organization and planning, identify various forms of communication and address and resolve challenges that teleworkers can face. Getting Started Workshop Objectives Pre-Assignment Core Skills Required Self-Management Time Management Organizing and Planning Communication Self-Management (I) Solving Problems on Your Own Being and Staying Motivated You Have More Freedom ? Don?t Abuse It You and Only You are Accountable Self-Management (II) Recognize and Remove Bad Habits Reflect on Mistakes and Learn from Them Establish Good Habits Be Assertive with Yourself Time Management (I) Build a Little Flexibility into Your Schedule Identify and Remove Time Wasters Working with Time Zones Using Free Time Wisely Time Management (II) The Urgent/Important Matrix Setting and Sticking to Deadlines The Glass Jar: Rocks, Pebbles, Sand and Water Recognize When You Are Procrastinating Organizing and Planning (I) Plan for Additional Stress When to Seek Help Being Proactive ? Not Reactive Establish Priorities and Attainable Goals Organizing and Planning (II) Setting Up Your Home Office Remove Unneeded or Distracting Items When Technology Fails Develop a Normal Working Day Communication (I) Stay in the Loop Use the Correct Medium Be Clear and to the Point Virtual Communication Can Be Impersonal Communication (II) Open and Frequent Communication Share Your Information Have a Collaborative Attitude Setting Expectations with Family and Friends Additional Challenges Building Trust and Rapport Feeling Isolated Always in the Office Lack of or Less Feedback Wrapping Up Words from the Wise

Duration 2 Days 12 CPD hours This course is intended for Business Analysts, Technical Managers, and Programmers Overview This intensive training course helps students learn the practical aspects of the R programming language. The course is supplemented by many hands-on labs which allow attendees to immediately apply their theoretical knowledge in practice. Over the past few years, R has been steadily gaining popularity with business analysts, statisticians and data scientists as a tool of choice for conducting statistical analysis of data as well as supervised and unsupervised machine learning. What is R ? What is R? ? Positioning of R in the Data Science Space ? The Legal Aspects ? Microsoft R Open ? R Integrated Development Environments ? Running R ? Running RStudio ? Getting Help ? General Notes on R Commands and Statements ? Assignment Operators ? R Core Data Structures ? Assignment Example ? R Objects and Workspace ? Printing Objects ? Arithmetic Operators ? Logical Operators ? System Date and Time ? Operations ? User-defined Functions ? Control Statements ? Conditional Execution ? Repetitive Execution ? Repetitive execution ? Built-in Functions ? Summary Introduction to Functional Programming with R ? What is Functional Programming (FP)? ? Terminology: Higher-Order Functions ? A Short List of Languages that Support FP ? Functional Programming in R ? Vector and Matrix Arithmetic ? Vector Arithmetic Example ? More Examples of FP in R ? Summary Managing Your Environment ? Getting and Setting the Working Directory ? Getting the List of Files in a Directory ? The R Home Directory ? Executing External R commands ? Loading External Scripts in RStudio ? Listing Objects in Workspace ? Removing Objects in Workspace ? Saving Your Workspace in R ? Saving Your Workspace in RStudio ? Saving Your Workspace in R GUI ? Loading Your Workspace ? Diverting Output to a File ? Batch (Unattended) Processing ? Controlling Global Options ? Summary R Type System and Structures ? The R Data Types ? System Date and Time ? Formatting Date and Time ? Using the mode() Function ? R Data Structures ? What is the Type of My Data Structure? ? Creating Vectors ? Logical Vectors ? Character Vectors ? Factorization ? Multi-Mode Vectors ? The Length of the Vector ? Getting Vector Elements ? Lists ? A List with Element Names ? Extracting List Elements ? Adding to a List ? Matrix Data Structure ? Creating Matrices ? Creating Matrices with cbind() and rbind() ? Working with Data Frames ? Matrices vs Data Frames ? A Data Frame Sample ? Creating a Data Frame ? Accessing Data Cells ? Getting Info About a Data Frame ? Selecting Columns in Data Frames ? Selecting Rows in Data Frames ? Getting a Subset of a Data Frame ? Sorting (ordering) Data in Data Frames by Attribute(s) ? Editing Data Frames ? The str() Function ? Type Conversion (Coercion) ? The summary() Function ? Checking an Object's Type ? Summary Extending R ? The Base R Packages ? Loading Packages ? What is the Difference between Package and Library? ? Extending R ? The CRAN Web Site ? Extending R in R GUI ? Extending R in RStudio ? Installing and Removing Packages from Command-Line ? Summary Read-Write and Import-Export Operations in R ? Reading Data from a File into a Vector ? Example of Reading Data from a File into A Vector ? Writing Data to a File ? Example of Writing Data to a File ? Reading Data into A Data Frame ? Writing CSV Files ? Importing Data into R ? Exporting Data from R ? Summary Statistical Computing Features in R ? Statistical Computing Features ? Descriptive Statistics ? Basic Statistical Functions ? Examples of Using Basic Statistical Functions ? Non-uniformity of a Probability Distribution ? Writing Your Own skew and kurtosis Functions ? Generating Normally Distributed Random Numbers ? Generating Uniformly Distributed Random Numbers ? Using the summary() Function ? Math Functions Used in Data Analysis ? Examples of Using Math Functions ? Correlations ? Correlation Example ? Testing Correlation Coefficient for Significance ? The cor.test() Function ? The cor.test() Example ? Regression Analysis ? Types of Regression ? Simple Linear Regression Model ? Least-Squares Method (LSM) ? LSM Assumptions ? Fitting Linear Regression Models in R ? Example of Using lm() ? Confidence Intervals for Model Parameters ? Example of Using lm() with a Data Frame ? Regression Models in Excel ? Multiple Regression Analysis ? Summary Data Manipulation and Transformation in R ? Applying Functions to Matrices and Data Frames ? The apply() Function ? Using apply() ? Using apply() with a User-Defined Function ? apply() Variants ? Using tapply() ? Adding a Column to a Data Frame ? Dropping A Column in a Data Frame ? The attach() and detach() Functions ? Sampling ? Using sample() for Generating Labels ? Set Operations ? Example of Using Set Operations ? The dplyr Package ? Object Masking (Shadowing) Considerations ? Getting More Information on dplyr in RStudio ? The search() or searchpaths() Functions ? Handling Large Data Sets in R with the data.table Package ? The fread() and fwrite() functions from the data.table Package ? Using the Data Table Structure ? Summary Data Visualization in R ? Data Visualization ? Data Visualization in R ? The ggplot2 Data Visualization Package ? Creating Bar Plots in R ? Creating Horizontal Bar Plots ? Using barplot() with Matrices ? Using barplot() with Matrices Example ? Customizing Plots ? Histograms in R ? Building Histograms with hist() ? Example of using hist() ? Pie Charts in R ? Examples of using pie() ? Generic X-Y Plotting ? Examples of the plot() function ? Dot Plots in R ? Saving Your Work ? Supported Export Options ? Plots in RStudio ? Saving a Plot as an Image ? Summary Using R Efficiently ? Object Memory Allocation Considerations ? Garbage Collection ? Finding Out About Loaded Packages ? Using the conflicts() Function ? Getting Information About the Object Source Package with the pryr Package ? Using the where() Function from the pryr Package ? Timing Your Code ? Timing Your Code with system.time() ? Timing Your Code with System.time() ? Sleeping a Program ? Handling Large Data Sets in R with the data.table Package ? Passing System-Level Parameters to R ? Summary Lab Exercises Lab 1 - Getting Started with R Lab 2 - Learning the R Type System and Structures Lab 3 - Read and Write Operations in R Lab 4 - Data Import and Export in R Lab 5 - k-Nearest Neighbors Algorithm Lab 6 - Creating Your Own Statistical Functions Lab 7 - Simple Linear Regression Lab 8 - Monte-Carlo Simulation (Method) Lab 9 - Data Processing with R Lab 10 - Using R Graphics Package Lab 11 - Using R Efficiently

Duration 1 Days 6 CPD hours Overview Understand problems and the creative problem solving processIdentify types of information to gather and key questions to ask in problem solving Identify the importance of defining a problem correctlyIdentify and use four different problem definition toolsWrite concrete problem statementsUse basic brainstorming tools to generate ideas for solutionsEvaluate potential solutions against criteria, including cost/benefit analysis and group votingPerform a final analysis to select a solutionUnderstand the roles that fact and intuition play in selecting a solutionUnderstand the need to refine the shortlist and redefine itUnderstand how to identify the tasks and resources necessary to implement solutionsEvaluate and adapt solutions to reality This workshop will give students an overview of the creative problem solving process, as well as key problem solving tools that they can use every day. Skills such as brainstorming, information gathering, & analyzing data will be covered during class. Getting Started Workshop Objectives The Problem Solving Method What is a Problem? What is Creative Problem Solving? What are the Steps in the Creative Solving Process? Case Study Module Two: Review Questions Information Gathering Understanding Types of Information Identifying Key Questions Methods of Gathering Information Case Study Module Three: Review Questions Problem Definition Defining the Problem Determining Where the Problem Originated Defining the Present State and the Desired State Stating and Restating the Problem Analyzing the Problem Writing the Problem Statement Case Study Module Four: Review Questions Preparing for Brainstorming Identifying Mental Blocks Removing Mental Blocks Stimulating Creativity Case Study Module Five: Review Questions Generating Solutions (I) Identifying Mental Blocks Removing Mental Blocks Stimulating Creativity Case Study Module Five: Review Questions Generating Solutions (II) The Morphological Matrix The Six Thinking Hats The Blink Method Case Study Module Seven: Review Questions Analyzing Solutions Developing Criteria Analyzing Wants and Needs Using Cost/Benefit Analysis Case Study Module Eight: Review Questions Selecting a Solution Doing a Final Analysis Paired Comparison Analysis Analyzing Potential Problems Case Study Module Nine: Review Questions Planning Your Next Steps Identifying Tasks Identifying Resources Implementing, Evaluating, and Adapting Case Study Module Ten: Review Questions Creating a Performance Plan Planning the Follow-Up Meeting Celebrating Successes Identifying Improvements Case Study Module Eleven: Review Questions Wrapping Up Words from the Wise Lessons Learned

Duration 1 Days 6 CPD hours This course is intended for Reporting Fundamentals in Lightning Experience is ideal for Sales Rep/Managers, Service Rep/Managers, Beginning Admin, and Business Analyst/Solution Architects. Overview When you complete this course, you will be able to:Work with standard reports.Establish a report building process.Build custom reports using different reporting formats in Lightning.Group and summarize reports in Lightning.Use field filters and filter logic.Add charts and conditional highlighting.Create dashboards in Lightning This course will teach you how to customize existing reports as well as use the Salesforce reporting toolset to create your own reports. Introducing the CourseReports Tab, Folders, and Formats Navigate the Reports Tab to Find Suitable Reports Create Custom Folders in Classic to be Used in Lightning Describe the Different Formats of Reports Run and Modify Existing Reports Using the Report Builder Establish a Report Building Process Navigate the Report Builder Create Custom Reports Using a Standard Report Type Use Filters and Filter Logic Export Your Report Summarizing Your Data Understand the Difference Between a Summary and Matrix Report Use Bucket Fields to Segment Your Data Use Custom Summary Formulas to Perform Calculations on Your Report Data Getting More Insight from Your Data Add Conditional Highlighting to a Report Create Charts to Display Summary Data Schedule and Email a Report to Run Dashboards Articulate What a Dashboard Is Understand the Benefits of Creating Dashboards in Lightning Create a Dashboard Using the Dashboard Builder Additional course details: Nexus Humans Salesforce Reporting Fundamentals in Lightning Experience (RPX101) 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 Salesforce Reporting Fundamentals in Lightning Experience (RPX101) 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.

Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and the ability to deal with difficult people. You will benefit from this course if you are an administrator, medical/legal secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques. This course will help you identify: your areas of strength and your areas for improvement in the work environment ways to accept new challenges and responsibilities with confidence what motivates you at work techniques to improve your planning and time management ways of improving your influencing and assertiveness skills your preferred working style (and relate it to your interaction with others) ways of using your initiative how to deal with challenging people, using recognised communication methods The course will help you develop a flexible set of skills that will allow you to succeed at work, no matter what the day throws at you. It will help you communicate effectively with a diverse range of colleagues and others with tact and diplomacy. And, finally, it will help you provide the administrative support that is essential for the smooth running of your area and of the organisation as a whole. 1 Introduction Overview Introductions Individual objectives 2 What exactly is your role? Before looking at new skills and techniques, where are you now? Do you have the skills, knowledge and attitude required to be an exceptional administrator? Understand your job criteria Identifying your strengths and areas for development Activity - skills analysis Activity - action plan 3 Building trust How can you build trust? Understanding the links between reliability, consistency and trust What is required to deliver efficient service? Activity: efficient service requirements of the professional administrator 4 Working styles Identifying your working style preference Understanding the importance of a flexible approach Identifying areas of improvement to become a more effective team member Activity: Questionnaire (completing, scoring and charting) Activity: drawbacks of my style Developing your working style 5 Assertiveness Understand the differences between behaviours Activity: Definition and characteristics of assertive / aggressive / passive behaviour Activity: Identifying different behaviours Understanding how to be more assertive How to use assertiveness techniques How to ask for feedback Activity: Making requests assertively Activity: Refusing requests assertively 6 Time management The importance of planning for success The importance of managing interruptions The importance of having clear purpose Time management best practices Activity: How do you plan your time? What prevents you improving your time management? How will you recognise success? 7 Prioritisation How to prioritise work to meet deadlines The prioritisation matrix Activity: Post it! 8 Dealing with interruptions The impact interruptions have on productivity How to manage interruptions Activity: What interruptions do you experience? What tactics can be employed to reduce these interruptions? 9 Close Open forum Summary Action planning