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Do you hear yourself saying the same thing over and over again? Do you want to bring some new skills to your role? If you have been in a sales role for some time it is easy to fall into a comfortable pattern. This workshop will help you incorporate advanced techniques drawn from NLP, behavioural science and social psychology into your existing skills. This course will help you: Use the consultative sales process to achieve more cross-sales Employ advanced rapport-building skills Assess the buying preferences of a customer Articulate the link between customer goals and needs Identify your customer's needs and wants Use advanced questioning techniques to gather information Resist the temptation to tell when it would be better to ask Identify communication preferences Given various scenarios, present a product to the explicit need of a customer Appreciate the impact of the language used during this stage of the sale and decide what language is appropriate with a variety of customers Handle objections positively Close the sale or gain commitment to further action 1 Introduction Aims and objectives of the training Personal introductions and objectives Self-assessment of existing sales skills Overview of content 2 Understanding yourself and your customers Personal communication style and what this means in a sales situation Wants versus needs What motivates people to buy Using social media tools such as LinkedIn Managing your portfolio to maximise sales Preparing to sell 3 The sales process Overview of the consultative sales process Review personal strengths and weaknesses as a salesperson Habits of top-performing sales people Common pitfalls Articulate sales goals 4 Building rapport 11 decisions that customers make in the first 9 seconds Spotting buyer communication preferences Building rapport with a wide variety of customers Dealing with emotions Keeping control 5 Questioning and listening Assumptions and how they trip us up Structured questioning Looking for cross-sales Honing your listening skills Identifying buyers' motivation Using summaries to move the customer forward 6 Presenting products and services to customers Choosing the right time to present Using features, advantages and benefits Tailoring your presentation of products and services to match buyer preferences and motivations 7 Gaining commitment When to close Dealing with difficult customers 5 things to avoid when handling a customer objection 8 Managing your business The link between service and sales Using customer surveys Winning back lost business 9 Putting it all together Skills practice Personal learning summary and action plans

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

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Duration 2 Days 12 CPD hours This course is intended for Experienced system administrators and consultants, application owners, and system architects Overview By the end of the course, you should be able to meet the following objectives: Use the applications to group objects Create the logical groups of objects in the vRealize Operations environment Create and design advanced dashboards Discuss about widget and its settings Define a vRealize Operations policy Outline the components of a vRealize Operations policy Create the custom alerts Describe the troubleshooting workbench Review the advanced capacity concepts Discuss the what-if analysis scenarios Describe how to integrate vRealize Operations with VMware vRealize© Suite products Import the VMware vRealize© Network Insight? applications Describe the super metrics use cases Outline the vRealize Operations REST API architecture Discuss the vRealize Operations traversal spec Create and query objects using the REST API This two-day hands-on training course provides advanced knowledge, skills, and tools to achieve competency in operating VMware vRealize© Operations? 8.X. This course explains the design and creation of advanced dashboards, capacity concepts, and the REST API with real-world use cases. Course Introduction Introduction and course logistics Course objectives Custom Groups and Applications Outline the use cases for custom groups Create the custom groups Assign the objects to custom groups Identify the use cases for applications Create the custom applications Identify the vRealize Network Insight applications Custom Dashboard Design Design the dashboards Discuss the types of widgets and widget?s settings Select the widgets based on the scenario Explain the advanced dashboards Discuss the use cases of dashboards Custom Policies Outline the components of a vRealize Operations policy Review the policies applied to the objects in vRealize Operations Outline how the policy hierarchy is implemented Design a vRealize Operations Policy Understand how a policy supports the business objectives Alerts, Symptoms and Troubleshooting workbench Identify the use case for custom alerts and symptoms Create the custom alerts and symptoms Access the troubleshooting workbench feature Use the troubleshooting workbench feature to identify problems Outline the metric correlation options in vRealize Operations Capacity Models and What-if Scenarios Review the capacity planning concepts Describe the demand based and allocation-based model Discuss the use cases of capacity models Discuss the use cases of what-if analysis scenarios vRealize Operations integration Integrate vRealize Operations with products in vRealize Suite Identify the advantages of integrating vRealize Operations with vRealize Log Insight Import the vRealize Network Insight applications Configure the integration with vRealize Automation Super Metrics Create super metrics Explain the depth value Discuss the use cases of super metrics vRealize Operations REST API Outline the REST API architecture Navigate the REST API landing page Discuss the Swagger response codes Explain the vRealize Operations traversal specification Create and query objects using the REST API Discuss some of the examples of the REST API

Duration 2 Days 12 CPD hours This course is intended for The primary audience for this course is as follows:Anyone interested in knowing about DNA Center and SD-AccessPersonnel involved in SD-Access Design and ImplementationNetwork Operations team with SD-Access solutionNetwork admin staff that deal with User AccessChannel Partner SEs and other sales supportNetwork Access Control administrationNetwork AdministratorsNetwork ArchitectsNetwork Engineers Overview Upon completing this course, the learner will be able to meet these overall objectives:Know and understand Cisco?s SD-Access concepts, features, benefits, terminology and the way this approach innovates common administrative tasks on today?s networks.Differentiate and explain each of the building blocks of SD-Access SolutionExplain the concept of ?Fabric? and the different node types that conform it (Fabric Edge Nodes, Control Plane Nodes, Border Nodes)Describe the role of LISP in Control Plane and VXLAN in Data Plane for SD-Access SolutionUnderstand the role of DNA Center as solution orchestrator and Intelligent GUIBe familiar with workflow approach in DNA Center and its 4 Steps: Design, Policy, Provision and Assurance DNA Center and SD-Access offer Cisco?s next-generation programmable digital network to help automate common network access security features and streamline the redundant, complex configuration required to allow different groups of users access to the network infrastructure. This network security training course allows network administrators to quickly allow differentiated access for end users on the network while allowing the network to react automatically to day zero and other types of attacks. Introduction to Cisco?s Software Defined Access (SD-Access) SD-Access Overview SD-Access Benefits SD-Access Key Concepts SD-Access Main Components SD-Access Campus Fabric The concept of Fabric Node types Fabric Edge Nodes Control Plane Nodes Border Nodes LISP as protocol for Control Plane VXLAN as protocol for Data Plane Concept of Virtual Network Fabric-enabled WLAN DNA Center and Workflow for SD-Access Introduction to DNA Center Workflow for SD-Access in DNA Center Integration with Cisco ISE for Policy Enforcement Integration with Cisco NDP for Analytics and Assurance Relationship with APIC-EM controller DNA Center Workflow First Step - Design Creating Enterprise and Sites Hierarchy Discuss and Demonstrate General Network Settings Loading maps into the GUI IP Address Administration Administering Software Images Network Device Profiles DNA Center Workflow Second Step - Policy 2-level Hierarchy Policy Types ISE Integration with DNA Center Cross Domain Policies DNA Center Workflow Third Step - Provision Devices Onboarding Fabric Domains Adding Nodes DNA Center Workflow Fourth Step ? Assurance Introduction to Analytics NDP Fundamentals Overview of DNA Assurance Components of DNA Assurance DNA Center Assurance Dashboard Implementing WLAN in SD-Access Solution WLAN Integration Strategies in SD-Access Fabric SD-Access Wireless Architecture Sample Design for SD-Access Wireless Campus Fabric External Connectivity for SD-Access Enterprise Sample Topology for SD-Access Role of Border Nodes Types of Border Nodes Single Border vs. Multiple Border Designs Collocated Border and Control Plane Nodes Distributed (separated) Border and Control Plane Nodes

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Introduction Making a great first impression can be a game-changer, and your self-introduction plays a crucial role in this. It’s not just about stating who you are but presenting yourself in a way that captures attention and fosters connections. Whether you're stepping into a job interview or mingling at a party, a well-structured self-introduction can make all the difference. Understanding Your Audience Identifying Your Audience Before you craft your introduction, it's essential to understand who you're speaking to. Are you addressing colleagues in a corporate setting, potential clients, or new acquaintances at a social event? Knowing your audience helps tailor your message to their interests and expectations. Tailoring Your Message to the Audience Different audiences require different approaches. For a professional audience, focus on your career achievements and skills. For a social setting, you might emphasize hobbies or personal interests. Adapting your message ensures relevance and keeps your audience engaged. Crafting Your Introduction Key Elements of a Self-Introduction A solid introduction typically includes: Name and Current Role: Start with who you are and what you do. This sets the context for your audience. Relevant Background Information: Share a bit about your background that adds value to the conversation. Unique Selling Points: Highlight what makes you unique or what you bring to the table. Structuring Your Introduction for Clarity Organize your introduction in a logical flow. Start with your name, move on to your current role, share relevant background information, and end with your unique selling points. This structure ensures your introduction is clear and impactful. The Power of a Strong Opening Creating a Memorable Hook Capture your audience's attention right from the start. Use a compelling hook, such as an intriguing fact about yourself, a brief anecdote, or a relevant quote. A strong opening piques curiosity and draws your audience in. Using Anecdotes or Quotes Incorporating a brief story or a quote can make your introduction more engaging and memorable. Choose anecdotes that reflect your personality or achievements, and quotes that resonate with your message. Building Your Narrative Crafting a Compelling Story People connect with stories. Weave a narrative around your experiences, challenges, and successes. This approach makes your introduction more relatable and interesting. Highlighting Achievements and Experiences Focus on significant achievements and experiences that align with the context of your introduction. This helps establish credibility and shows what you bring to the table. Keeping It Concise Importance of Brevity While it’s tempting to share every detail, brevity is key. Aim for a concise introduction that covers the essentials without overwhelming your audience. A brief, well-crafted introduction is often more effective than a lengthy one. Techniques for Staying on Point To stay on point, practice your introduction and focus on the most relevant information. Avoid tangents and ensure every part of your introduction adds value. Engaging with Your Audience Asking Questions Engage your audience by asking questions or inviting them to share their thoughts. This interaction not only makes your introduction more engaging but also fosters a two-way conversation. Inviting Interaction Encourage dialogue by showing interest in your audience’s responses or reactions. This approach helps build connections and makes your introduction more dynamic. Non-Verbal Communication Body Language Tips Non-verbal cues play a significant role in communication. Maintain good posture, use open gestures, and avoid crossing your arms. Your body language should complement your verbal introduction. The Role of Eye Contact Maintaining eye contact shows confidence and helps build trust with your audience. It demonstrates engagement and sincerity in your introduction. Tailoring Your Introduction for Different Settings Professional Settings In professional settings, focus on your career achievements, skills, and professional interests. Be formal and concise, and ensure your introduction aligns with the context of the meeting or event. Social Gatherings For social gatherings, highlight personal interests, hobbies, or interesting facts about yourself. This helps create a friendly atmosphere and fosters personal connections. Virtual Introductions In virtual settings, ensure your introduction is clear and engaging despite the lack of physical presence. Use visual aids if possible, and maintain a positive and professional tone. Practicing Your Delivery Rehearsing Your Introduction Practice your introduction to build confidence and ensure smooth delivery. Rehearse in front of a mirror or with friends to refine your approach and timing. Adapting to Feedback Be open to feedback and adjust your introduction based on what resonates best with your audience. Continuous improvement helps keep your introduction fresh and effective. Common Mistakes to Avoid Overloading with Information Avoid overwhelming your audience with too much information. Focus on key points and keep your introduction relevant to the context. Being Too Vague or Generic Generic introductions can be forgettable. Be specific and highlight unique aspects of your background or achievements to stand out. Using Visual Aids Enhancing Your Introduction with Slides or Props In some settings, visual aids can enhance your introduction. Use slides or props to highlight key points or add visual interest. Ensure they support your message without overshadowing it. When and How to Use Visual Aids Effectively Only use visual aids when they add value to your introduction. Keep them simple and relevant, and practice using them smoothly in your delivery. The Role of Confidence Building Self-Confidence Confidence can be built through practice and preparation. Know your material, rehearse regularly, and adopt a positive mindset to boost your confidence. Projecting Confidence Through Speech Your tone, pace, and clarity of speech reflect your confidence. Speak clearly, at a steady pace, and with enthusiasm to convey confidence effectively. Feedback and Improvement Seeking Constructive Feedback Request feedback from trusted friends or colleagues to gain insights into how your introduction is received. Use this feedback to make improvements. Continuously Refining Your Introduction Refine your introduction based on feedback and personal experiences. Regular updates ensure your introduction remains relevant and impactful. Conclusion Crafting a powerful self-introduction is both an art and a skill. By understanding your audience, structuring your message clearly, and practicing your delivery, you can make a memorable first impression. Remember to tailor your introduction for different settings, engage with your audience, and continually refine your approach. With these strategies, you'll be well-equipped to introduce yourself effectively in any situation. FAQs 1. What should be included in a professional self-introduction? Include your name, current role, key achievements, and relevant skills. Tailor it to the context of the professional setting. 2. How long should my self-introduction be? Aim for 30-60 seconds. It should be concise yet comprehensive enough to convey your key points. 3. How can I make my introduction more engaging? Use a memorable hook, incorporate personal anecdotes, and engage your audience with questions or interactive elements. 4. What are common mistakes to avoid in a self-introduction? Avoid being too vague, overloading with information, or appearing uninterested. Focus on relevance and clarity. 5. How can I improve my self-introduction over time? Seek feedback, practice regularly, and refine your introduction based on experiences and audience reactions.

Introduction When it comes to academic writing, referencing is crucial. It’s not just about giving credit where it’s due, but also about enhancing the credibility of your work. Among the various referencing styles, Harvard referencing for word essays is one of the most widely used, especially in the UK. But why is it so popular, and how can you master it? Let’s dive in! Understanding Harvard Referencing Harvard referencing is a system of citation that allows you to acknowledge the sources you’ve used in your academic writing. It’s an author-date system, which means you include the author’s surname and the year of publication within the text, and provide full details in a reference list at the end. Despite its name, Harvard references didn’t originate from Harvard University. The style was first used by a zoologist named Edward Laurens Mark in a paper published in 1881. Over time, it has evolved and become one of the most recognized citation styles worldwide. Harvard referencing consists of two main components: in-text citations and a reference list. In-text citations are brief and are placed within the body of your text, while the reference list provides full details of all the sources you’ve cited. The Basics of Harvard Referencing In-text citations in Harvard referencing include the author’s surname and the year of publication. If you’re quoting directly, you should also include the page number. For example: (Smith, 2020, p. 23). The reference list is where you provide full details of each source cited in your work. Each entry should include the author’s name, year of publication, title of the work, and other relevant information, depending on the type of source. A reference list includes only the sources you’ve directly cited in your text, while a bibliography may include all sources you’ve consulted, whether or not you’ve cited them. How to Cite Different Types of Sources When citing a book, you should include the author’s name, year of publication, title (in italics), edition (if applicable), place of publication, and publisher. For example: Smith, J. (2020). The Art of Referencing (2nd ed.). London: Academic Press. Journal articles should include the author’s name, year of publication, title of the article, title of the journal (in italics), volume number, issue number, and page numbers. For example: Brown, A. (2019). ‘Understanding Harvard Referencing’, Journal of Academic Writing, 12(3), pp. 45-67. For websites, include the author (or organization), year of publication (or last update), title of the webpage (in italics), and the URL. For example: University of Oxford. (2021). Harvard Referencing Guide. Available at: https://www.ox.ac.uk/harvard (Accessed: 10 September 2024). When citing a newspaper article, include the author’s name, year of publication, title of the article, title of the newspaper (in italics), date, and page number. For example: Doe, J. (2022). ‘The Future of Academic Writing’, The Times, 5 May, p. 12. For government documents, include the name of the government department, year of publication, title of the document (in italics), place of publication, and publisher. For example: UK Department for Education. (2020). Education Policy Report. London: HMSO. Cite conference papers by including the author’s name, year of publication, title of the paper, title of the conference (in italics), location, and date of the conference. For example: Jones, M. (2023). ‘Innovations in Academic Writing’, International Writing Conference, Manchester, 10-12 April. Harvard Referencing for Electronic Sources When citing e-books, the format is similar to print books, but you should include the format (e.g., Kindle) or the platform where it’s available. For example: Adams, R. (2018). Digital Referencing (Kindle ed.). Available at: Amazon.co.uk. For online journals, follow the same format as print journals, but include the DOI or the URL where the article can be accessed. For example: Taylor, S. (2021). ‘Harvard Referencing in the Digital Age’, Journal of Modern Research, 15(4), pp. 33-50. DOI: 10.1234/jmr.2021.0987. The format for websites remains the same as mentioned earlier, with the inclusion of the URL and the access date. For social media, include the author (or username), year, content of the post (in italics), platform, and the date of the post. For example: @AcademicWriterUK. (2023). The key to successful referencing is consistency. Twitter, 15 March. Advanced Harvard Referencing Techniques When you can’t access the original source and need to cite a secondary source, mention both the original and secondary source. For example: (Smith, 1989, cited in Brown, 2019). For works with multiple authors, list up to three authors in the in-text citation. For more than three, use “et al.” after the first author’s name. For example: (Jones, Smith, and Brown, 2020) or (Jones et al., 2020). If you’re citing different editions of a book, mention the edition in your reference. For example: Brown, A. (2018). Theories of Learning (3rd ed.). Oxford: Oxford University Press. If some information is missing, like the author or date, use “Anon.” for anonymous authors and “n.d.” for no date. Common Harvard Referencing Mistakes and How to Avoid Them Incorrect formatting can easily occur if you’re not careful. Make sure to follow the correct structure for each type of source, as this can significantly impact your grade. Leaving out essential details like the author’s name or the year of publication is a common mistake. Always double-check your references before submitting your work. Punctuation is crucial in Harvard referencing. Misplacing a comma or period can change the meaning of your citation. Pay attention to the details! Tools and Resources for Harvard Referencing Online citation generators can save you time, but be cautious—always double-check the generated citations for accuracy. Tools like EndNote or Zotero can help you manage your references and ensure consistency throughout your work. Many universities provide specific guidelines for Harvard referencing. Always refer to your institution’s guidelines to ensure you’re following the correct format. The Importance of Consistency in Harvard Referencing Consistency is key in Harvard referencing. Uniformity in your citations not only makes your work look professional but also enhances readability. Inconsistent referencing can confuse readers and may lead to a lower grade. Make sure your citations follow a consistent style throughout your work. Tips for Mastering Harvard Referencing Always double-check your references before submission. Small errors can add up and impact your overall grade. Keep a record of all the sources you consult. This will make it easier to create your reference list and avoid missing any citations. Using a Harvard style guide can help ensure that you’re following the correct format. It’s a handy tool for quick reference. Conclusion Mastering Harvard referencing may seem daunting at first, but with practice and attention to detail, it becomes second nature. Remember, proper referencing not only supports your arguments but also adds credibility to your work. So, take your time, be consistent, and use the resources available to you.