17747 Step courses in Liverpool delivered Online

How do you manage yourself under pressure? Are there times you get hijacked by your emotions and find it hard to deal with setbacks? How good are you at dealing with change? Resilience is all about having the ability to adapt, deal with change constructively and bounce back from adversity. While some people are naturally more resilient that others it is something that can be learnt. This session focuses on helping you respond positively to the pressures and demands of work and take specific steps in building your personal resilience. Take away: Action planner for i-resilience profile. You will have the opportunity to: Gain insight into the relationship between work pressure, performance, wellbeing and resilience Explore your natural strengths and how to manage what pushes you into a less resourceful state Understand the skills and techniques that underpin the behaviours and attitudes of highly resilient people

This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour. 1 What's happening? Issues around us Risks in context Personal experiences 2 Safety fundamentals Following internal policy and procedure Personal safety and lone working Use of technology 3 Nipping issues in the bud Recognising early warning signs Avoiding causing problems for ourselves 4 Calming - Reaching - Controlling Tips and techniques for potentially calming a situation Reaching and building rapport Accelerants - tips on avoiding accelerating a situation Assertiveness techniques Non-verbal behaviour Active listening and the use of questions and distractions Exploring ways forward and identifying win/wins Avoiding the secondary argument Fogging The 'drama triangle' If all else fails 5 Harassment, stalking and on-line bulling What constitutes harassment and definition of stalking On-line bullying Steps to take 6 Reporting principles Importance of incidence reporting Taking care of us What next?

This is an essential programme for members of staff whose role exposes them to aggressive or violent behaviour. 1 What's happening? Issues around us Risks in context Personal experiences 2 Safety fundamentals Following internal policy and procedure Personal safety and lone working Use of technology 3 Nipping issues in the bud Recognising early warning signs Avoiding causing problems for ourselves 4 Calming - Reaching - Controlling Tips and techniques for potentially calming a situation Reaching and building rapport Accelerants - tips on avoiding accelerating a situation Assertiveness techniques Non-verbal behaviour Active listening and the use of questions and distractions Exploring ways forward and identifying win/wins Avoiding the secondary argument Fogging The 'drama triangle' If all else fails... 5 Harassment, stalking and on-line bulling What constitutes harassment and definition of stalking On-line bullying Steps to take 6 Reporting principles Importance of incidence reporting Taking care of us What next?

This is a one-day training event to help you: Develop your awareness of mental health issues in the workplace Enable you to act in a timely and constructive way to manage mental health issues that arise in the workplace Enable you to promote and maintain good mental health in your working environment It covers: Mental health statistical overview; most prevalent mental health problems, contributing factors, effects on productivity and the costs of mental ill-health Signs and symptoms of prevalent mental health conditions; 3 key indicators for all mental health problems Stigma; what it is and how it affects people Mental health legal and statistical overview: facts & figures, most prevalent mental health problems, aspects of the law, policy and procedural issues and guidelines for best practice Pro-active and constructive principles and strategies to manage mental health issues, to support colleagues who may be vulnerable to mental ill-health, and promote mental wellbeing This workshop will give you: Awareness of the key indications of mental ill-health Recognition of the prevalence and effects of stigma Knowledge of the wider picture; legal context Greater understanding and confidence to act constructively to support individuals who are vulnerable to mental ill-health The ability to take steps to actively promote mental-well-being in the workplace

To provide a fundamental understanding of building services in the context of: The working environment The success of the core business The health and safety of the occupants Operating cost and environmental impact The optimisation of cost and value Strategies for continuous improvement DAY ONE 1 Building services fundamentals The function of services in commercial buildings and their importance to the core businessElectrical servicesLightingHeatingVentilation and air conditioningLiftsWater Understanding IT and communication systems Practical exercises 2 The provision of comfort and safety Statutory requirementsHealth and safety legislationControl of contractorsRisk assessmentFire precautionsLegionella, sick building and other risks Business requirementsUnderstanding user requirementsMatching systems to business needs Practical exercises 3 Getting the design right What the FM needs to know about design and its procurementSuccessful space planningRelationship between services, space planning and designGetting the brief rightSupplier selection and management Practical exercises DAY TWO 4 Operation and maintenance Why maintain?Maintenance contractsInput and output specificationsResource optionsContracts - principal elementsTendering - key stepsSelection criteriaOperational criteriaMaintenance trends Performance-based service provisionInput and output specificationsKPIs and thresholdsRisk containmentValue-add opportunitiesPerformance contract strategy Practical exercises 5 Contingency planning Being ready for the unexpected Identifying and reducing riskInternal risksExternal risksIdentifying threats at your site Managing riskProtective systemsOccupier obligationsFire managementTesting Practical exercises 6 Commissioning services systems Physical commissioning Common problems Typical costs Commissioning stages Continuous commissioning Energy efficiency and the scope for environmental improvement Practical exercises 7 Satisfying the occupants Obtaining and responding to feedbackWhen to get feedbackWhyHowWhat to do with it Practical exercises 8 'Air time' Sharing experience and addressing specific issues of interest to participants Course review Close

It's a fact of life that costs generally increase and as a result prices must go up too. Implementing an increase without losing customers is challenging. Talking about a price increase with customers never makes for an easy conversation. Your customers will generally decide whether to accept the increase based upon value, as well as the hassle cost of switching and going elsewhere. Even the most experienced salesperson who has implemented price increases before will be fighting back the nerves when faced with the task of 'selling' the increase. In this flexible programme, we will support your internal preparations at whichever stage you and your colleagues are at. From making the decision to increase prices, right through to those on the frontline already dealing with any push-back. This programme will help participants: Understand the business case for increasing prices Take steps to research the market Consider their customers' motivations Use the six principles of influence Identify and adapt for different personality styles Assess their level of trust with customers Build rapport rapidly with their customers and prospects 1 Raising prices - keys to success Understanding the business case Researching the market Assessing the value of your offering 2 Understanding your customer base Assessing your key accounts What is your 'target' customer range? Creating consistency in pricing approach 3 Planning the increase Timing your implementation Communication strategy Elements of a good price increase letter 4 Developing influencing skills The Trust Equation The six principles of influence Discovering your customer's buying decisions 5 Emotional intelligence and price increases The part emotion plays Developing strategies for keeping calm Handling your customer's responses 6 Understanding different customer styles Discover your own style Recognising behaviour traits in others Adapting your approach to their style 7 Preparing for customer contact Preparing for specific customers Anticipating their response Dealing with challenging customers 8 Following through Maintaining a consistent approach Resisting requests for discounts Confirming the increase in writing

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

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

Successfully closing a sale and negotiating the best outcome for the business is a key skill for all salespeople, and often an area that is overlooked. Investing in this skill will have a positive impact on interactions with customers, both new and existing, and lead to improved sales performance. Whilst understanding how to reach a conclusion with a customer faster means increased efficiency and more time to invest in sourcing new business. We have developed this programme to be practical, fun and interactive. Participants will learn proven techniques for influencing, persuading and negotiating with clients, gain increased confidence and clarity when reviewing contract terms and prices, and understand how to structure and manage sales negotiation and contract review meetings. This course will help participants: Learn a structured and proven approach to the negotiation of contract terms Apply the key principles of negotiation, playing the person and the problem Create a contract negotiation strategy - from opening to close Recognize and put to use proven negotiation tactics and techniques Learn how to embrace conflict positively - to 'say no, then negotiate' Plan and prepare for any commercial negotiation conversations Understand the stages of negotiation and how to move through them 1 Closing and negotiating from a position of personal power The eight steps of a sales or commercial negotiation Ten ways to resist price pressure How to draw on sources of power when you have less authority The six principles of influence and persuasion and how to use them 2 Effective negotiation - planning and theory How to plan and structure your negotiation for a successful and quick conclusion Influence: knowing how to 'push or pull' to win an argument Achieving a BATNA - a range of practical skills and techniques Case study: planning for a client negotiation around contract or price issues 3 Effective closing and negotiation - practice and reality Higher-level questioning techniques to investigate and solve problems Listening to lead - active listening and structuring your conversation The most common 'unforced' negotiation mistakes and errors Case study: setting objectives, sources of value, trading concessions 4 Sales negotiation tactics and playing the game How high - how hard - how soon; why now How to identify hidden or perceived currencies and values How to use these to establish a higher base price Negotiation best-practice checklist and summary

This one-day workshop is intended for participants who have a basic understanding of Outlook but who want to know how to use its advanced features to manage their email communications, calendar events, contact information and other communication tasks. This course will help participants: Gain confidence using Outlook and its advanced features Organise and prioritise email messages Archive messages for safe-keeping Use rules to process received or sent messages automatically Manage scheduled meetings with others Give others permission to view and manage their folders and items Use contacts and commands to find out more about a person or company Prioritise work-flow using tasks and assigning tasks to others 1 Email messages Combining multiple clicks with quick steps Following up flag options Saving multiple attachments Attaching a folder of files Recalling and replacing a message Categorising messages with conditional formatting 2 Message options Adding options to messages Marking a message as private Receiving quick responses with voting buttons Directing replies to specific users Delaying sent messages Inserting links in messages 3 Stay organised with rules Using rules to automate message flow Moving messages with rules Using the rules wizard Setting up rules with conditions Using rules that work whilst you are away 4 Message clean-up Using conversation clean-up Using mailbox clean-up Moving messages to the archive folder Archiving folder properties Auto-archiving properties 5 Managing calendars Creating calendar groups Sharing calendars with permissions Setting up working days and times Managing time zones Categorise appointments with conditional formatting Publishing a calendar 6 Schedule meetings Scheduling a meeting Managing meeting responses Proposing new meeting times Adding attendees to a meeting Viewing multiple appointments 7 Using contacts Merging contacts to letters Merging contacts to labels Mail merging contacts in Word Exporting contacts to Excel 8 Managing tasks Organising your workload with tasks Categorising tasks Assigning tasks to others Sending a task status report Allocating time for tasks Regenerating a new task Viewing your tasks in the calendar 9 Adding message items Adding calendars to messages Adding business cards to messages 10 Email accounts Adding multiple user accounts Adding account permissions