Bespoke Workforce Development Solutions Commercial ... · Contents Half Day Bite Sized IT...

Bespoke Workforce Development Solutions

Commercial Training Portfolio 2020

At ITS SmartStyle Training, we provide high quality accredited end-user IT training, as well as an extensive range of Business Skills courses. Our courses can be delivered at our Training Centres as well as on-site at your premises anywhere in the UK. Our “in-house” training team of experienced, qualified professionals enable SmartStyle to offer one of the most comprehensive and popular training portfolios to meet the needs of your business.

Scheduled Courses

Our public schedule of courses is both comprehensive and diverse, offering courses ranging from every day applications such as Microsoft Excel and Word, to other applications such as Adobe. Scheduled courses are open to all companies at Fundamental, Intermediate and Advanced levels of tuition.

Closed Company Courses

These type of courses are delivered to people from the same organisation. An organisation’s specific requirements are taken into consideration and the training can then be tailored to suit. Closed Company Courses start at £695 + VAT for a minimum of 4 delegates.

On-Site Training

On-site training programmes range from one-to-one sessions to multi-site roll-outs, and include bespoke training on client specific “in-house” applications that can be provided anywhere in the UK. On-site training starts at £595 + VAT per day.

Business Skills

All our Business Skills learning solutions are designed to improve productivity and efficiency. Our courses cover Leadership and Management, Interpersonal Development, Business Writing, Commercial and People Development.

Bespoke Training Programmes

From tailored Microsoft Office courses through to developing complex solutions for bespoke systems; from standard soft skills to tailored management development programmes or one-off events, our team are innovative, imaginative and committed to developing learning that makes a difference.

Bite-Sized Courses

Developed to help alleviate the pressures of time and budgetary constraints, these modular workshops allow a ‘mix and match’ approach to targeting specific skills gaps for individuals or teams. Durations range from 2 hours to half a day at £595 per day.

Online Skills Gap Assessment

Fiz-Assist, our online skills gap analysis tool helps to pinpoint priority organisational training requirements and match people to appropriate development. Fiz-Assist ensures that your investment in people is where it will have most impact.

Mobile Classroom

A service offered to clients undertaking training on-site is the option to utilise our “mobile classrooms”. Laptops can be hired at a cost of £25 + VAT per day each, affording our clients the flexibility of creating a classroom environment at their own premises.

All instructor led training is accompanied by a comprehensive reference guide and a certificate of training for each delegate. In addition, a buffet breakfast, catered lunch and refreshments are provided throughout the day for courses delivered at our training centres.

We offer unlimited post course support either by telephone or email following attendance on any one of our courses, providing the reassurance that is often required when mastering new technology.

Our Guarantee of Excellence promises that customers will be reimbursed the cost of the training, or the same course can be attended again free of charge if you are not completely satisfied with the training received.

Should you require any further information please contact our Business Development Team on 01274 229445 or visit our website www.smartstyle.co.uk

Contents

Desktop IT Applications Training .................................................................................................. 7Access Fundamentals ......................................................................................................................................................9Access Intermediate .......................................................................................................................................................10Access Advanced ...........................................................................................................................................................11Excel Fundamentals .......................................................................................................................................................12Excel Intermediate ..........................................................................................................................................................13Excel Advanced ..............................................................................................................................................................14Power Pivot in Microsoft Excel .......................................................................................................................................15Power Query in Microsoft Excel .....................................................................................................................................16VBA Fundamentals in Excel ...........................................................................................................................................17Microsoft OneNote..........................................................................................................................................................18Outlook Masterclass .......................................................................................................................................................19Microsoft Power BI - Desktop .........................................................................................................................................20PowerPoint Fundamentals .............................................................................................................................................21PowerPoint Advanced ....................................................................................................................................................22Project Fundamentals.....................................................................................................................................................23Project Intermediate .......................................................................................................................................................24Project Advanced............................................................................................................................................................25Publisher Masterclass ....................................................................................................................................................26SharePoint End User ......................................................................................................................................................27SharePoint Site Manager ...............................................................................................................................................28Visio Masterclass ............................................................................................................................................................29Word Fundamentals .......................................................................................................................................................30Word Intermediate ..........................................................................................................................................................31Word Advanced ..............................................................................................................................................................32Migrating to Office 365 ...................................................................................................................................................33Getting Started on a PC Using Windows 10...................................................................................................................34Adobe Captivate Fundamentals .....................................................................................................................................35Adobe Illustrator Fundamentals......................................................................................................................................36Adobe Illustrator Advanced.............................................................................................................................................37Adobe InDesign Fundamentals ......................................................................................................................................38Adobe InDesign Advanced .............................................................................................................................................39Adobe Photoshop Fundamentals ...................................................................................................................................40Adobe Photoshop Advanced ..........................................................................................................................................41Crystal Reports Fundamentals .......................................................................................................................................42Crystal Reports Advanced ..............................................................................................................................................43Business Objects Fundamentals ....................................................................................................................................44Business Objects Advanced ...........................................................................................................................................45

Contents

Half Day Bite Sized IT Workshops .............................................................................................. 46Getting Started with Excel - Bite Sized ...........................................................................................................................47Beyond the Basics in Excel - Bite Sized .........................................................................................................................48Tips & Tricks in Excel - Bite Sized ..................................................................................................................................49Get to Grips with Formulas & Functions in Excel - Bite Sized ........................................................................................50Manipulating Data in Excel - Bite Sized..........................................................................................................................51All About Pivot Tables in Excel - Bite Sized ....................................................................................................................52Pivot Tables & Macros in Excel - Bite Sized ...................................................................................................................53Powerful Formulae & Functions in Excel - Bite Sized ....................................................................................................54Charting Master Class in Excel - Bite Sized ...................................................................................................................55Getting Started with Word - Bite Sized ...........................................................................................................................56Beyond the Basics in Word - Bite Sized .........................................................................................................................57Tips & Tricks in Word - Bite Sized ..................................................................................................................................58Templates, Forms & Tables in Word - Bite Sized ...........................................................................................................59Templates, Forms & Mail Merge in Word - Bite Sized ....................................................................................................60Working with Long Documents in Word - Bite Sized ......................................................................................................61Getting Started with Outlook - Bite Sized .......................................................................................................................62Manage Your Diary & Organise Meetings in Outlook - Bite Sized ..................................................................................63Outlook More than Just E-mail - Bite Sized ....................................................................................................................64Using an Access Database - Bite Sized .........................................................................................................................65Querying Data in Access - Bite Sized .............................................................................................................................66Creating Reports in Access - Bite Sized .........................................................................................................................67Getting Started in PowerPoint - Bite Sized .....................................................................................................................68Tips & Tricks in PowerPoint - Bite Sized ........................................................................................................................69PowerPoint Presentations with Impact - Bite Sized........................................................................................................70

Contents

Business Skills Training .............................................................................................................. 71Cultivate Confidence - Be Assertive ...............................................................................................................................73Crucial Conversations - Communicate Positively ...........................................................................................................74Enhance Your Telephone Skills ......................................................................................................................................75Maximise Your Time - Get More Done............................................................................................................................76Resolving Conflict - Dealing with Difficult Situations ......................................................................................................77Use Your Influence - Achieve Goals ...............................................................................................................................78Manage Meetings - Meet the Agenda.............................................................................................................................79Solve The Problem - Find Solutions ...............................................................................................................................80Effective Business Writing .............................................................................................................................................81Report Writing For Maximum Impact ..............................................................................................................................82Take Meaningful Minutes ................................................................................................................................................83Telephone Sales - Succeed & Overcome .......................................................................................................................84Key Account Management - Maximise Opportunity........................................................................................................85New Business Development - Generate Sales ..............................................................................................................86Delight the Customer - Telephone Service Excellence ...................................................................................................87Delight The Customer - Exceptional Customer Service .................................................................................................88Negotiating The Right Result ..........................................................................................................................................89AAT Essentials - Finance for Non-Finance .....................................................................................................................90AAT Essentials - Budgeting ............................................................................................................................................91Step Up - The First Time Manager .................................................................................................................................92Follow My Lead - Inspire The Team ...............................................................................................................................93Keep It On Track - Successful Project Management ......................................................................................................94Collaborative Coaching - Unlock Potential .....................................................................................................................95Restructure, Regroup, Rebuild - Implement Change .....................................................................................................96Support the Workforce - Manage Change ......................................................................................................................97Coaching & Mentoring for Managers ..............................................................................................................................98Train the Trainer .............................................................................................................................................................99Train the IT Trainer .......................................................................................................................................................100‘On the Job’ Trainer - Instructional Techniques.............................................................................................................101Energise Your Presentations - Deliver Impact ..............................................................................................................102Appraise The Workforce - Improve Performance ........................................................................................................103Mental Health Awareness .............................................................................................................................................104Drug & Alcohol Awareness ...........................................................................................................................................105How to Manage Stress in Everyday Life......................................................................................................................106

Contents

Half Day Bite Sized Business Skills Workshops ..................................................................... 107Managing Meetings for Better Results - Bite Sized ......................................................................................................108Planning & Prioritizing for Improved Performance - Bite Sized ...................................................................................109Being Assertive in any Situation - Bite Sized ................................................................................................................110Handling Critical Conversations with Skill and Diplomacy - Bite Sized ........................................................................ 111Managing People & Effective Delegation - Bite Sized ..................................................................................................112Handling Daily Interruptions and Saying ‘No’ Responsively - Bite Sized .....................................................................113How to Communicate Better in any Situation - Bite Sized............................................................................................114Handling Difficult People and Situations - Bite Sized ...................................................................................................115Ways to Influence Others for Better Outcomes - Bite Sized .........................................................................................116Inside Black Box Thinking - Bite Sized .........................................................................................................................117The Power of Non-verbal Cues & How to Manage Them - Bite Sized .........................................................................118Presenting with Power and Passion - Bite Sized..........................................................................................................119The Appraisal Process and Approach to Teams - Bite Sized .......................................................................................120Work Life Balance for Individuals - Bite Sized ..............................................................................................................121Presenting to Boards for Successful Results - Bite Sized ............................................................................................122The Basic Principles for Successful Results - Bite Sized .............................................................................................123An introduction to Value Stream Mapping - Bite Sized .................................................................................................124Better Business E-mails and Reports - Bite Sized .......................................................................................................125How to Make Effective Notes at Meetings - Bite Sized ................................................................................................126Coaching Techniques for Individuals & Teams - Bite Sized ..........................................................................................127Mentoring for Managers & Team Leaders - Bite Sized .................................................................................................128Giving Feedback for Improved Performance - Bite Sized ............................................................................................129Understanding Accounts (P&L and Balance Sheet) - Bite Sized ..................................................................................130Problem Solving Sales Techniques - Bite Sized ...........................................................................................................131Managing Remote Teams - Bite Sized .........................................................................................................................132Ways to Identify Potential Problems - Bite Sized .........................................................................................................133How to Generate New Ideas - Bite Sized .....................................................................................................................134Decision making & Finding Solutions - Bite Sized ........................................................................................................135Understanding & Planning for Change - Bite Sized......................................................................................................136Budgeting Processes and How to Manage Them - Bite Sized ....................................................................................137Disciplinary Interviewing Skills - Bite Sized ..................................................................................................................138Interviewing Skills for Better Selections - Bite Sized ....................................................................................................139Improved Customer Service Over the Telephone - Bite Sized .....................................................................................140The Secret of Really Good Face to Face Customer Service - Bite Sized ....................................................................141How to Overcome Sales Objections - Bite Sized .........................................................................................................142

Desktop IT Applications Training

Microsoft Applications

Course Title DurationPer Delegate

(Public Scheduled Courses)

Per Course(On-Site at

Customer Premises)

Microsoft Access Fundamentals 2 Days £495 £1,395

Microsoft Access Intermediate 1 Day £245 £745

Microsoft Access Advanced 2 Days £495 £1,395

Microsoft Excel Fundamentals 1 Day £195 £695

Microsoft Excel Intermediate 1 Day £195 £695

Microsoft Excel Advanced 2 Days £395 £1,295

Microsoft Excel Power Pivot 1 Day £245 £745

Microsoft Excel Power Query 1 Day £245 £745

VBA Fundamentals in Microsoft Excel 3 Days £895 £2,945

Microsoft OneNote Fundamentals 1 Day £245 £745

Microsoft Outlook Masterclass 1 Day £195 £695

Microsoft Power BI Desktop 2 Days £495 £1,395

Microsoft PowerPoint Fundamentals 1 Day £195 £695

Microsoft PowerPoint Advanced 1 Day £195 £695

Microsoft Project Fundamentals 1 Day £245 £745

Microsoft Project Intermediate 1 Day £245 £745

Microsoft Project Advanced 1 Day £245 £745

Microsoft Publisher Masterclass 1 Day £195 £695

Microsoft SharePoint End User 1 Day £245 £745

Microsoft SharePoint Site Manager 2 Days £495 £1,395

Microsoft Visio Masterclass 1 Day £195 £695

Microsoft Word Fundamentals 1 Day £195 £695

Microsoft Word Intermediate 1 Day £195 £695

Microsoft Word Advanced 2 Days £395 £1,295

Desktop IT Applications Training

Software Migration Courses




Customer Premises)

Migrating to Office 365 1 Day £195 £695

Getting Started on a PC 1 Day £195 £695

Adobe Applications




Customer Premises)

Adobe Captivate Fundamentals 2 Days £495 £1,395

Adobe Illustrator Fundamentals 1 Day £245 £745

Adobe Illustrator Advanced 1 Day £245 £745

Adobe InDesign Fundamentals 1 Day £245 £745

Adobe InDesign Advanced 1 Day £245 £745

Adobe Photoshop Fundamentals 2 Days £495 £1,395

Adobe Photoshop Advanced 2 Days £495 £1,395

Other IT Courses




Customer Premises)

Crystal Reports Fundamentals 2 Days £495 £1,395

Crystal Reports Advanced 2 Days £495 £1,395

Business Objects Fundamentals 1 Day Not Available £1,245

Business Objects Advanced 1 Day Not Available £1,245

Additional Technical & Bespoke Course Available On Request

Access FundamentalsAvailable in Office 365, 2019, 2016, 2013 & 2010

Database Basics � Introducing Databases � The Access Objects

Navigation & Data Entry � Opening Tables � Navigating in Datasheet View � Searching & Finding Records � Adding & Deleting Records � Selecting in a Table

Creating Databases & Defining Tables

� Database Design Techniques � Creating & Saving a Database � Creating Tables � Inserting, Deleting & Moving a

Field � Changing the Data Type � Modifying Field Properties

Relationships & Lookups � What is a Relational

Database? � Relationship Types � Primary & Secondary Key

Fields � Creating a Relationship � About Lookups � Referential Integrity

Working with Data in Tables � Changing the Look of Data � Sorting in Tables � Formatting Datasheet View � Filtering Data

Queries � Creating & Running Queries � Adding Criteria to Queries � Understanding Query

Dynasets � Multi-Table Queries � Setting Field Properties

Forms � AutoForms & the Form Wizard � Multi-Table Forms � Designing Forms � Formatting Controls � Control Properties

Reports � Creating Reports using Report

Wizard � Creating Mailing Labels � Report Sections � Form Design vs Report Design � Summary Reports

Printing in Access � Printing from Tables & Queries � Printing Forms & Reports

Course Duration: 2 Days

Price Per Delegate: £495(Public Scheduled Course)

Price Per Course: £1,395(On-Site at Customer Premises)

Suitable For:Those who need to design and create basic databases in Microsoft Access.

Learning Outcomes:By the end of the course, delegates will be familiar with the concepts of a relational database and be able to create a multi-table database. They will be able to interrogate and present data using queries and reports and create simple Access Forms to view and input data on screen.

Prerequisite Skills:Delegates attending this course must be proficient with a mouse and keyboard and be able to confidently work within a Windows environment - minimise, maximise, open, close. Familiarity of either Word or Excel is useful, but not essential.

Access IntermediateAvailable in Office 365, 2019, 2016, 2013 & 2010

More on Creating Tables

Importing, Exporting & Linking Data � Exploring Successful Table Design � Creating & using a Hyperlink Field � Multiple-Field Primary Key � Exploring Field Properties � Creating Input Masks & Validation Rules � Import & Export Access Data � Import & Export Data from Other Sources � Link Access Data

More on Queries � Parameter Queries � Creating a Calculated Field in a Queries � Use the Expression Builder to Create a Calculation � Summarise Data in a Query � Creating & Running Action Queries

Transforming Forms & Reports � Working with Form & Report Sections � Working with Bound & Unbound Controls � Creating a Calculated Control � Exploring the Form Design Work Surface � Multi-Table Forms

y Creating Main Forms & Subforms y Creating Linked Forms

� Understanding Control Properties � Changing Control Properties � Applying Themes to Forms & Reports � Customising Theme Colours & Fonts � Using the Command Button Wizard � Automating Forms with Command Buttons



Price Per Course: £745(On-Site at Customer Premises)

Suitable For:Those who already work with Microsoft Access and need to develop more complex relational databases, by using more sophisticated querying tools and creating multi-table forms and reports.

Learning Outcomes:By the end of this course, delegates will be able to utilise functionality such as Action and Summary queries and create calculations in queries, forms and reports. They will also be able to apply basic automation through the use of command buttons to make viewing, printing and closing forms and reports quick and easy.

Prerequisite Skills:Delegates attending this course should be able to create a simple relational database in Access, including creating basic relationships. They should also be able to interrogate and present data by creating simple queries, forms and reports.

Access AdvancedAvailable in Office 365, 2019, 2016, 2013 & 2010

Normalisation & Relationships

� Understanding Normalisation � Relationship Join Types

Advanced Query Features � Changing the Join Type in a

Query � Find Unmatched Queries � Find Duplicates Query � Crosstab Queries

Advanced Report Features

� Multiple Table Reporting � Sorting & Grouping Report

Data � Performing Calculations on

Reports � Creating Custom Report Pages

Advanced Form Features � Bound & Unbound Controls � Creating a Calculated Control � Toggle Buttons, Options &

Check Boxes � Option Groups � List Boxes and Combo Boxes � Page Tabs

Creating & Modifying Charts � Forms & Reports using the

Chart Wizard � Creating a Global Chart � Creating a Record Bound

Chart � Formatting Charts � Using PivotChart View

Macros & Database Automation

� Creating a Macro � Running a Macro � Macro Examples � AutoExec Macros � Designing & Creating

Navigation Forms � Designing Application Menus � Startup Options & Defaults

Multi User Databases � Storing Databases on a

Network � Shared Databases � Setting Database Passwords

Database Management Tools � Backing Up a Database � Compacting & Repairing A

Database � Front End & Back End

Databases � Database Documenter




Suitable For:Those who need to develop databases which have complex structures or require an easy to use interface for a team or organisation to use.

Learning Outcomes:By the end of the course the delegates will be able to develop databases which include automated features such as macros and command buttons and utilise complex queries, forms and reports using grouping tools and including calculations.

Prerequisite Skills:Delegates attending this course must be able to confidently design and develop multiple table Access databases. They will require a good understanding of relationships and the four core elements of Microsoft Access, i.e. tables, queries, forms and reports.

Excel FundamentalsAvailable in Office 365, 2019, 2016, 2013 & 2010

Spreadsheet Basics � Spreadsheet Concepts � Exploring the Excel Window � Working with the Ribbon & Commands

Navigating, Selecting & Entering Data � Creating, Saving, Opening & Closing Spreadsheets � Moving Around a Spreadsheet � Entering, Editing & Deleting Data � Using Auto Fill & Flash Fill � Creating Custom Lists

Editing Data, Columns & Rows � Inserting & Navigating Worksheets � Inserting & Deleting Rows & Columns � Adjusting Column Widths & Row Heights � Showing & Hiding Columns & Rows � Cut, Copy & Paste Techniques

Formatting � Formatting Text & Sizes � Aligning Text Horizontally & Vertically in Cells � Applying Number & Date Formats � Formatting Cells with Background Colours & Borders

Basic Formulae & Functions � Using Formulas to Add, Subtract, Divide & Multiply Numbers � Using the AutoSum Function � Working with Relative & Absolute Cell References

Data Lists Essentials � Introducing Data Lists � Freezing Worksheet Titles � Sorting A List of Data � Filtering Data using Auto Filter

Page Setup & Printing � Using Print Preview � Changing Page Layouts � Changing & Applying Print Options

Course Duration: 1 Day



Suitable For:Those who need to be able to create, edit and format Excel spreadsheets, including creating basic calculations and formulas.

Learning Outcomes:By the end of the course delegates will be able to produce a variety of spreadsheets, use formatting tools and page setup techniques to display and print spreadsheets effectively. They will also be able to create simple calculations and sort and filter lists of data.

Prerequisite Skills:Delegates attending this course must be proficient with a mouse and keyboard and be able to confidently work within a Windows environment - minimise, maximise, open, close.

Feature not supported in Excel online

Excel IntermediateAvailable in Office 365, 2019, 2016, 2013 & 2010

Working with Multiple Worksheets & Workbooks � Moving Between Worksheets � Inserting, Deleting & Renaming Worksheets � Moving & Copying Worksheets � Using Group Editing � Arranging Multiple Files � Entering Formulae Across Worksheets & Workbooks

Conditional Formatting � Highlighting Cells using Rules & Conditions � Identify Trends with Data Visuals & Icon Sets � Create New Rules & Manage Existing Rules

More Formulas & Functions � Creating Statistical Functions � Logical ‘IF’ Functions � Calculating Percentages

Manipulating Data Lists � Remove Duplicate Values � Automatic Subtotals & Grand Totals � Data Grouping & Outlining Tools � Inserting Excel Tables � Manipulating Data in an Excel Table

Working with Charts � Creating Charts & Graphs � Quick Analysis Tools � Formatting Charts � Modifying Chart Layouts � Adding & Removing Chart Elements � Filtering Chart Data � Creating Combination Charts � Saving Charts as Templates � Creating Sparklines � Previewing & Printing Charts




Suitable For:Those who already have some experience of using Excel who need to create spreadsheets which include calculations, multiple sheets and charts.

Learning Outcomes:By the end of the course delegates will be able to create multiple sheet workbooks, use statistical and logical functions to formulate results and format cells automatically. They will also be able to manipulate data lists for analysis and present data in a graphical format.

Prerequisite Skills:Delegates attending this course should be able to design and create simple spreadsheets which include basic calculations. They should also be able to use simple formatting tools and use cut, copy and paste effectively.


Excel AdvancedAvailable in Office 365, 2019, 2016, 2013 & 2010

Naming Cells & Ranges � Creating Named Ranges � Using Names in Formulas � Editing & Deleting Named

Cells & Ranges

Powerful Formulae & Functions

� Statistical Functions (COUNTIF & SUMIF)

� Logical Functions (IF, IFERROR, AND & OR)

� Lookup & Reference Functions � (VLOOKUP, HLOOKUP,

INDEX & MATCH) � Date Calculations & Functions � Math & Trig Functions

(ROUND & INT) � Text Functions

Formula Auditing � Tracing Dependents &

Precedents � Formula Error Checking � Formula Evaluation Techniques

Protection � Protecting Files � Protecting Worksheets � Protecting Cells

‘What-If’ Analysis & Forecast Sheets

� Creating & Editing Scenarios � Scenario Summary Reports � Data Tables � Goal Seek & Solver � Predicting Values with

Forecast Sheet

Data Validation � Validating Text, Values, Dates

& Lists � Validation Input Messages � Error Message Alerts � Locating Invalid Data

Analyse Data with Pivot Tables

� Creating a Pivot Table � Drilling Down on Pivot Data � Sorting, Grouping & Filtering

Pivot Data � Filter & Timeline Slicers � Summary Values &

Calculations � Formatting Pivot Tables � Pivot Chart Reports

Automating Spreadsheets with Macros

� Recording & Running Macros � Deleting a Macro � Editing Macros � Macro Virus Protection




Suitable For:Delegates who need to exploit the full potential of Excel to build powerful spreadsheets, including a wide array of formulae and functions and who also need to use Excel modelling tools to report on results.

Learning Outcomes:By the end of the course delegates will be able to create sophisticated spreadsheets, which include complex functions. They will be able to utilise analysis tools to summarise and extract data, use pivot tables, scenarios, and auditing tools. The use of macros will facilitate the automation of tasks.

Prerequisite Skills:Delegates attending this course should have a thorough grounding in building multiple sheet workbooks which include formulas & functions, such as Sum and simple IF’s. They should also be able to create charts and use filter and sorting options.


Power Pivot in Microsoft ExcelAvailable in Office 365, 2019, 2016, 2013 & 2010

Pivot Table Revision � Creating a Pivot Table � Presenting Data using Pivot Charts � Filtering Pivot Data with Interactive Slicers

Getting Started & Connecting to Data Sources � Introducing Power Pivot � Working in the Power Pivot Screen � Using the Table Import Wizard � Filtering Data on Import � Creating Queries to Import Data � Adding Data with Copy & Paste � Linking Table Data

Related Data Sources � Creating Additional Queries � Merge & Append Queries � Creating Relationships in Power Pivot � Managing Relationships � Working in Diagram View � Defining Hierarchy Groups � Producing Related Data Outputs � Adding Queries to the Data Model � Manipulating the Data Model

Working with Power Pivot Formulas � Creating Calculated Columns � Using Power Pivot Functions � Producing Measures & KPI’s � Creating Perspectives




Suitable For:Those who need to produce complex analysis of single and multiple data sets in order to present and manipulating data using Pivot Tables and Pivot Charts.

Learning Outcomes:At the end of the course delegates will be able to use multiple data sources and produce calculations in PowerPivot and manage Pivot Table and Pivot Chart outputs with slicers.

Prerequisite Skills:Delegates attending this course should have an advanced understanding of working with Excel including using Functions and Formulas. A sound working knowledge of Pivot Tables and Related Databases is desirable but not essential.

Power Query in Microsoft ExcelAvailable in Office 365, 2019, 2016, 2013 & 2010

Excel Table Revision � Creating & Formatting Tables � Summarising Data & Table Calculations � Interactive Filter Slicers

Getting Started with Power Query � Accessing Power Query � Creating Queries & Connecting to Data Sources � External Data Sources � Producing Excel Table Outputs � Working with the Query Editor � Importing & Loading Data

Transforming Data � Managing Columns � Reducing Rows & Applying Filters � Transposing Tables � Unpivot Columns � Replacing Values � Cleansing Values (Text, Numbers & Dates) � Creating New Columns � Sorting & Grouping Data

Working with the Query Editor � Query Step Settings � Editing Query Steps � Refreshing Query Data

Advanced Queries � Power Query Formulas � Modifying Query Functions � Advanced Query Editing

Multiple Data Sources & Relationships � Related Data Sources � Creating Additional Queries � Merge & Append Queries � Producing Related Data Outputs � Adding Queries to the Data Model � Using the Data Model




Suitable For:Those who need to interrogate, analyse and present data from a variety of external data sources in Excel spreadsheets.

Learning Outcomes:At the end of the course delegates will be able to import data into Excel using queries and manipulate the fields and tables produced.

Prerequisite Skills:Delegates attending this course should have an advanced understanding of working with data tables to arrange and present data, including working with pivot tables and creating functions in Excel.

VBA Fundamentals in ExcelAvailable in Office 365, 2019, 2016, 2013 & 2010

Macros Revision � Recording & Running Macros � Adding Macros to the Excel

Interface � Setting Macro Protection

Levels

Getting Started with Visual Basic Editor

� Exploring the Visual Basic Editor

� Understanding VBA Procedures

� Commenting & Editing VBA Code

Objects & Object-Oriented Programming

� Understanding Objects & Dot Syntax

� Referencing Cells with the Range Object

� Organising Code using With...End With

Editing Features � Running Code in the

Immediate Window � Completing Code with Auto

Lists

Message Boxes � Creating & Customising

Message Boxes � Receiving Information from

Message Boxes

Variables � Understanding & Naming

Variables � Methods of Declaring Variables � Defining Variable Data Types � Declaring & Using Constants � Assigning Values & Objects to

Variables

Input Boxes � Creating Input Boxes to

Receive User Data � Understanding & Customising

Input Boxes

Writing Procedures � Calling Procedures from

Different Locations

Function Procedures � Understanding and Using

Intrinsic Functions � Writing User-Defined Functions � Using User-Defined Functions

in VBA & the Excel Interface

Conditional Control Structures

� Controlling Program Flow Using IF Structures

� Using Select Case Structures � Looping Control Structures � Repeating Code Using Loops � Definite Loops � Indefinite Loops

Controls Dialog Boxes and Forms

� Creating User Forms � Using Form Controls � Adding VBA Code to User

Forms

Using Pivot Tables � Understanding Pivot Tables � Creating Pivot Tables with VBA � Manipulating Pivot Tables with

VBA

Debugging & Error Trapping � Identifying Error Types � Reducing Errors in Code � Checking Code with

Debugging Tools � Writing Code to Handle Errors




Suitable For:Those who need to exploit Excel Visual Basic for Applications to automate tasks and use and create functionality not found in the standard Excel interface.

Learning Outcomes:At the end of the course delegates will be able to understand and create VBA code. They will also be able to create procedures, user-defined functions and forms to help automate Excel spreadsheets for others.

Prerequisite Skills:Delegates attending this course should have an advanced understanding of creating spreadsheets and manipulating data in Excel.

Microsoft OneNoteAvailable in Office 365, 2016, 2013 & 2010

Getting Started with OneNote � What is OneNote? � Navigating the OneNote

Interface � Creating, Saving, Opening &

Closing Notebooks � Creating Pages, Sections &

Groups � Moving & Deleting Pages &

Sections � Working with Sub–pages

Creating & Formatting Notes � Creating a Note on a Page � Working with Unfilled Notes � Copying & Pasting Note Text � Formatting Text & Applying

Styles � Bulleted & Numbered Lists � Spell Checking Note Text

Adding Content to Notes Pages

� Creating & Formatting Tables � Adding Screen Clippings,

Pictures, Video & Audio Files � Recording Video & Audio Files � Adding Time Stamps, Symbols

& Math Equations � Using the Pen to Write & Draw � Converting Handwriting to Text � Sending Information to

OneNote

Automating & Sharing Notes � Searching Notebooks � Creating Hyperlinks � Tagging Notes � Inserting Outlook Meetings � Sending Notes via E-mail � Working with Outlook Tasks � Creating Notes in PDF format � Creating a Shared Notebook � Inviting Others & Synchronising � Previewing & Printing Notes

Using Stationery & Templates

� Creating & using Templates � Page Setup, Paper Size &

Margins � Page Background Options &

Graphics

Research & Collaboration Tools

� Using the Research Pane � Translating Text with the Mini

Translator � Author Indicators � Highlighting New Content � View Note History with

Versioning

Customising the OneNote Environment

� Organising the User Interface � Creating New Windows � Customising Display & E-mail

Options � Protecting Passwords � Backup Options




Suitable For:Those already working with Microsoft Office applications such as Outlook and Word who need to take notes, record thoughts and work collaboratively with others on projects.

Learning Outcomes:By the end of the course, delegates will be able to create and format notes, include a range of multimedia content and share note data with others.

Prerequisite Skills:Delegates attending this course must be familiar with the mouse and keyboard and at least one other Microsoft Office application. They should be able to perform common commands in applications such as Save, Print and Close.

Outlook MasterclassAvailable in Office 365, 2016, 2013 & 2010

Outlook Essentials � Overview of Outlook � Using the Folders Pane &

Navigation Bar

More About Email � Focused Inbox � Working with the Reading

Pane � Checking Spelling & Grammar � Working with File Attachments � Using Send Options � Recall & Resend Messages � Working with Message Flags � Email Signatures � Email Tips & Tricks

Managing Mail Folders � Mail Folders Revision � Search Techniques & Search

Folders � Working with Conversations � Default & Custom Archive

Options � Retrieving Archived Items � Mailbox Clean-up Tools

Rules & Auto Assistants � Creating Inbox Rules � Out of Office Assistant � Setting Out Of Office Rules � Create & Run Quick Steps

Using the Calendar � Tips on Viewing & Navigating

the Calendar � Customising the Working Week � Appointments & Events � Planning Meetings &

Responding to Meeting Requests

� Arranging Meetings with Calendar Groups

People � Creating, Editing & Deleting

Contacts � Creating & Using Contact

Groups

Folders & Permissions � Sharing Outlook Components � Opening Other People’s Email,

Calendar, Task & Contacts � Setting Permissions &

Delegation Rules

The Task List � The Power of Tasks � Recurring Tasks � Assigning, Updating & Tracking

Tasks




Suitable For:Those who have basic Outlook skills & need techniques for managing their mailbox, scheduling and managing meetings, customising and sharing Outlook content.

Learning Outcomes:By the end of this course delegates will be able to use collaborative tools such as sharing folders and calendars, arranging meetings and set permissions in order to delegate Outlook items. They will also be able to create rules to more effectively manage their Inbox.

Prerequisite Skills:Delegates attending this course should be currently working with Outlook and be able to confidently move around Outlook folders. They should be able to send, read, reply to and forward e-mails.

Feature not supported in Outlook online

Microsoft Power BI - Desktop

Getting Started in Power BI � The Power BI Interface � Opening & Saving Reports

Connecting to Data Sources � Data Source Types � Local & Remote Connections

Working with the Query Editor

� The Query Editor Window � Loading Data

Transforming the Data � Managing Columns � Reducing Rows & Applying

Filters � Cleansing & Replacing Values � Creating New Columns � Sorting & Grouping Data

Editing Queries � Query Step Settings � Refreshing Data � Duplicating Queries � Merging & Appending Queries

Using Multiple Data Sources & Relationships

� Related Data Sources � Creating Relationship in Power

BI � Managing Relationships � Working in Model View

Creating Query Calculations � Using Formulas � Creating Custom Columns � Modifying Query Functions � Advanced Query Editing

Power BI Calculations � Creating Calculated Columns

in Power Bi � Using Power BI Functions � Calculated Measures � Using Hierarchy Groups

Using Visualizations � Visualization Types � Creating & Arranging

Visualizations � Adding Visualization Fields � Slicer Visuals � Formatting Visualizations � Additional Report Content

Viewing Report Data � Applying Visualization & Page

Filters � Data Drillthroughs � Grouping Data � Creating Spotlights and Focus � Using Report Bookmarks

Publishing & The Power BI Service

� Signing In to Power BI � Publishing a Report � Power BI Service Structure � Using Workspaces � Power BI Dashboards � Sharing Dashboards & Reports




Suitable For:Users who need to exploit the full potential of information stored in a variety of data sources and report and present visualisations to other users.

Learning Outcomes:By the end of the course delegates will be able to model connected data to produce and share reports with others. They will be able to create connections to data sources and transform the information to present in visually rich and complex reports.

Prerequisite Skills:Delegates attending this course should have an understanding of working with data sources and using Excel Functions and Formulas. A working knowledge of related databases is also desirable but not essential.

PowerPoint FundamentalsAvailable in Office 365, 2019, 2016, 2013 & 2010

Presentation Basics � Navigating the PowerPoint

Interface � Ribbon Commands, Dialog

Boxes & Task Panes � Opening, Saving & Closing

Presentations � Creating Presentations using

Templates

Creating, Editing & Navigating

� Selecting, Moving & Resizing Objects

� Rotating & Deleting Objects � Creating & Inserting New

Slides � Changing Slide Layouts � Working with Text Boxes � Working with Bulleted Lists � Selecting, Editing & Deleting

Text � Moving & Copying Text

Formatting & Proofing Tools � Formatting Text � Bulleted & Numbered Lists � Change Case � Using Spell Check

Drawing Tools, WordArt & Graphics

� Drawing & Formatting Shapes � Flipping & Rotating Shapes � Working with Stacked Objects � Creating & Editing WordArt � Inserting & Manipulating

Pictures � Using Icons

SmartArt � Inserting SmartArt Objects � Adding, Editing & Deleting

SmartArt Shapes � Formatting SmartArt � Converting Text to SmartArt

Charts � Inserting Charts & Graphs � Entering & Editing Chart Data � Modifying Chart Layouts

Slide Design � Applying Themes � Theme Variants � Slide Sizes � Background Styles

Viewing & Showing Slides � Slide Sorter � Slide Show View � Slide Transition Effects � Animating Objects

Page Setup & Printing � Using Print Preview � Printing Slides, Notes &

Handouts




Suitable For:Those who have little or no experience of PowerPoint who need to be able to create, edit, format and run professional presentations.

Learning Outcomes:By the end of the course delegates will be able to produce presentations using a variety of predefined templates which include text, bulleted lists, images and charts. They will also be able to run a slide show with transition effects.


Feature not supported in PowerPoint online

PowerPoint AdvancedAvailable in Office 365, 2019, 2016, 2013 & 2010

Using Multimedia � Inserting Audio Files � Using Video Files � Automating Video & Sound

Clips

Importing, Exporting, Linking & Embedding

� Linking & Embedding Copied Objects

� Creating a Presentation from a Word Document

� Inserting Slides from Other Presentations

� Creating Handouts in Word � Exporting Presentations to

Video

Tabs, Indents & Paragraph Spacing

� Indenting Text � Creating & Using Tab Stops � Aligning Text & Line Spacing

Working with Tables � Creating Tables � Inserting & Deleting Rows &

Columns � Changing Row Heights &

Column Widths � Formatting Tables � Merging & Splitting Cells

More on Drawing Tools � Arranging & Aligning Objects � Grouping & Merging Objects � Creating a Flowchart � Custom Pictures � Creating Photo Albums

Themes & Masters � Customising Themes � Working with Slide Masters � Notes & Handout Masters � Adding Headers & Footers

� Creating & Using Custom Templates

Animation, Hyperlinks & Actions

� Adding Animation � Animation Timings � Creating Hyperlinks � Automating Slide Shows with

Actions

More on Slide Shows � Setting up a Slide Show � Saving a Show � Slide Show Options � Rehearsing & Reviewing

Timings � Creating a Custom Show � Organising Slides in Sections




Suitable For:Those who are already working with PowerPoint who need to be able to create more complex presentations with sophisticated animation.

Learning Outcomes:By the end of the session delegates will be able to produce animated presentations which include images, graphics and links to other applications or websites, and sophisticated animation effects including rehearsed timings.

Prerequisite Skills:Delegates attending this course should be able to create simple animated presentations incorporating text, bulleted lists, charts and pictures.

Feature not supported in PowerPoint online

Project FundamentalsAvailable in Office 365, 2019, 2016, 2013 & 2010

Overview of Projects & Project Management

� What is a Project? � Project Planning & Objectives � Work Breakdown Structures

Getting Started with Project � Navigating the Project

Interface � Opening & Navigating Project

Files � Working with Views & Tables � Changing System Options � Connecting to Project Web App

& Publishing

Starting a New Project � Setting Project Base

Information � Modifying the Base Calendar � Outlining the Plan � Manual vs Automatic

Scheduling � Inserting, Editing, Deleting,

Moving & Copying Tasks � Inserting Summary & Sub-

Tasks � Creating & Displaying Task

Notes

Defining a Project Schedule � Entering Task Durations &

Elapsed Time � Creating Milestone Tasks � Dealing with Scheduling Issues � Creating & Modifying

Dependency Links � Creating a ‘Lag’ Between

Tasks � What is a Critical Path & a

Critical Task? � Viewing Slack Time/Float

Simple Resource Scheduling � Using the Resource Sheet � Entering & Editing Resource

Details � Resource Availability &

Holidays � Basic Resource Assignments � Using Resource Views to

Resolve Conflicts

Completing Tasks � Marking Tasks as % Complete � Viewing Task Progress

Printing Project Plans � Previewing & Printing Projects � Controlling Page Setup




Suitable For:Those who need to plan, design, create and manage project plans using Microsoft Project.

Learning Outcomes:On completion of the course delegates will be able to create new project plans and modify existing plans including entering task and resource details, and using dependency links to produce logical schedules. They will also be able to maintain plans by entering progress information and prepare plans for printing.

Prerequisite Skills:Delegates attending this course should have a working knowledge of one other Microsoft application and a general understanding of the principles of project management is desirable although not essential.

Project IntermediateAvailable in Office 365, 2019, 2016, 2013 & 2010

Revision of Fundamental Topics

Importing & Exporting Data � Importing & Exporting Data � Creating & using Import/Export

Maps � Object Linking & Embedding

Scheduling Tasks, Date Constraints & Deadlines

� Scheduling with Dates � Quick Scheduling with the

Mouse � Splitting & Recurring Tasks � Constraining Tasks with Dates � Applying Task Deadlines � Removing Deadlines & Date

Constraints

Master & Sub Projects � Creating a Master Plan � Inserting & Deleting Sub

Projects � Cross Project Dependency

Links � Multiple Project Critical Paths

Managing Multiple Resource Assignments

� Assigning Additional Resources to Tasks

� Part Time Resource Assignments

� Viewing Resource, & Assignment Details

� Task Types & Effort Driven Scheduling

� Using Resource Views to Identify Over Allocations Resolve Conflicts

� Resource Levelling

Managing Baselines & Comparing Projects

� Creating a Project Baseline � Comparing Plans with a

Baseline � Adding Tasks to a Baseline � Clearing Baseline Data � Working with Multiple

Baselines

Gantt Chart Formatting � Formatting Text & Text Styles � Applying and Removing

Gridlines � Formatting Bars & Creating

Bar Styles � Formatting Working Times,

Non-Working Times & the Timescale

Project Reporting � Updating File Properties � Viewing & Printing Reports � Creating Visual Reports




Suitable For:This course is aimed at those who create simple project plans who need greater control over tasks and who work with multiple projects simultaneously.

Learning Outcomes:On completion of the course, delegates will be able to import project data from other plans and other source files, constrain tasks with dates and deadlines and monitor multiple projects in a single master plan. They will also be able to manage resource allocations, level over allocated resources and review progress using baselines.

Prerequisite Skills:Delegates attending this course should be able to create simple project plans, add, edit and remove tasks and create task dependency links. They should also be able to add resource names to a project plan and assign resources to tasks.

Project AdvancedAvailable in Office 365, 2019, 2016, 2013 & 2010

Revision of Intermediate Topics

Managing Progress � Working with the Status Date � Updating Project Progress � Inactive Tasks � Rescheduling Outstanding Work � Setting Task Reminders � Updating ‘Actual’ Progress � Working with Progress Lines

Managing Resources & Project Costings � Using the Task Inspector to Resolve Allocation Issues � Delaying Resource Work & Assigning Overtime � Working with Work Contours � Escalating Resource Costs � Adding Fixed Task Costs � Viewing Costs & Updating Actual Costs � Working with the Earned Value Table � Reporting Project Costings

Sharing Resources � Creating a Resource Pool � Sharing Resources Across Projects � Viewing Resource Allocations � Updating Resource Pools & Sharer Files

Creating Custom Projects & Templates � Creating Custom Calendars � Assigning Calendars to Tasks & Resources � Creating, Editing & Copying Tables � Custom Fields � Sharing Elements Across Project Files � Modifying the Global Template � Creating & Using Custom Templates




Suitable For:This course is aimed at those who create and manage multiple project plans who need to enter costings and create custom plans.

Learning Outcomes:On completion of the course, delegates will be able to analyse project and actual data, monitor project and resource costings, share resources across a number of projects and customise projects for future use.

Prerequisite Skills:Delegates attending this course should be able to create project plans that include task and resource assignments. They should be able to apply date constraints and deadlines to tasks and create a project baseline.

Publisher MasterclassAvailable in Office 365, 2019, 2016, 2013 & 2010

Publisher Essential Skills � Creating Publications using

Templates � Page View Settings � Working with Objects � Creating, Opening & Saving

Publications

Page Layout � Page Setup � Layout Guides � Managing Pages

Working with Text � Using Text Boxes � Creating Stories in Connected

Text Boxes � Inserting & Importing Text � Spell Checking

Formatting Text � Formatting Text with Fonts,

Sizes & Colours � Using Text Effects � Duplicating Formats with

Format Painter � Changing Paragraph Alignment � Line & Paragraph Spacing � Indenting Text � Creating Bulleted & Numbered

Lists � Displaying Text in Columns � Working with Styles &

Schemes

Formatting Shapes & Pictures

� Shape Styles & Effects � Aligning & Grouping Shapes � Editing & Cropping Pictures

Publication Design Features � Using Building Blocks � Managing Business

Information � Creating & Navigating Tables � Inserting & Deleting Rows &

Columns � Formatting Tables

Master Pages, Headers & Footers

� Creating & Managing Master Pages

� Applying Headers, Footers & Page Numbers

Working with Newsletters � Creating & Editing Newsletters

Mail Merge � Produce Letters & Labels using

Mail Merge � Creating a Mail Merge Data

Source � Editing the Data Source

Finalising Publications � Publication Design Checker � Printing Publications




Suitable For:Those who need to create professional publications using a variety of text and images and also multiple page publications and mass distribution using Mail Merge

Learning Outcomes:On completion of the course, delegates will be able to create a range of publications that include text, graphics, tables and images with precise layouts and formats.

Prerequisite Skills:Delegates attending must be able to confidently work within a Windows environment and ideally another Microsoft application such as Word or PowerPoint.

SharePoint End UserAvailable in Office 365, 2019, 2016, 2013 & 2010

Introducing SharePoint � Navigating the SharePoint 2016 Interface � Introducing Apps � Working with Newsfeeds � Searching SharePoint Sites

Working with Lists � Creating & Editing List Entries

y Announcements y Calendars y Tasks y Links

� Sorting & Filtering Lists � Editing Lists in Datasheet View � Exporting Data to Excel � Integrating Microsoft Outlook � Creating & Managing Alerts � Deleting Items & the Recycle Bin

Working with Libraries � Creating & Uploading Documents � Editing Documents & Co-Authoring � Document Check-Out/Check-In � Using Version Control � Editing & Viewing Document Properties � Folders vs Views � Organising Documents in Folders � Working with Picture Libraries

Discussions & Surveys � Starting & Responding to Discussions Topics � Responding to Surveys � Viewing Survey Results

Working with Delve � Viewing & Editing ‘My’ Profile � Newsfeeds & Content � Tags & Notes




Suitable For:The course is designed for those who are using SharePoint, who will view, edit and contribute content in a SharePoint team site.

Learning Outcomes:By the end of the course delegates will have the ability to view, add, edit, sort and delete entries in SharePoint document libraries and lists.

Prerequisite Skills:Delegates attending this course must be proficient with a mouse and keyboard and be able to confidently work within a Windows environment - minimise, maximise, open, close. They should have experience of using Microsoft Outlook and at least one other Microsoft Office application (i.e. Word or Excel).

SharePoint Site ManagerAvailable in Office 365, 2019, 2016, 2013 & 2010

Creating Lists, Libraries, Discussions & Surveys

� Out-Of-The-Box Lists, Libraries & Discussions

� Custom Lists � Creating Surveys & Managing

Responses

Customising Lists, Libraries, Discussions & Surveys

� Defining Metadata & Properties � Creating & Modifying List

Columns y Choice & Lookup Columns y Managed Metadata y Formulas & Data Validation

� Editing List & Library Settings y Navigation Settings y Managing Content Types

� Version Control & Document History

� Content Approval � Managing Content with

Permissions, Record Declaration & Retention Policies

Working with Views & Folders

� Organising Items in Folders � Working with Document Sets � Creating, Modifying & Deleting

Views � Datasheet & Calendar Views

Workflows � Creating & Tracking Workflows � Editing Workflows � Workflow Reports

Managing Sites & Sub-sites � Site Structure & Hierarchy � Creating Sites using Site

Templates � Deleting Sites & Sub-Sites

Managing Users, Groups & Permissions

� Understanding SharePoint Permissions

� Inheriting/Disinheriting Parent Permissions

� Adding & Removing Users & Groups

� List & Library Permissions

Customising Sites � Applying Site Themes � Site Title, Icon & Description � Managing Site Navigation � Regional Settings

Wiki & Web Part Pages � Creating & Editing Wiki Pages

& Web Part Pages � Inserting, Moving & Deleting

Web Parts � Customising Web Parts




Suitable For:The course is designed for those who will act as SharePoint Site Managers who will create and administer lists, libraries, sub-sites and control access for their team.

Learning Outcomes:By the end of the course delegates will be able to create and modify sites, lists and libraries and manage collaborative working areas using wiki pages and web part pages. They will also be able to control the permissions for the site.

Prerequisite Skills:Delegates attending this course should be able to navigate within a SharePoint site and add, edit and delete items in standard lists and document libraries.

Visio MasterclassAvailable in Office 365, 2019, 2016, 2013 & 2010

Visio Essential Skills � Creating Drawings using

Templates � Exploring the Visio Interface � Panning & Zooming � Opening, Saving & Closing

Drawings

All About Shapes � Working with the Shapes

Window � Inserting Stencil Shapes � Moving, Copying, Resizing &

Deleting � Arranging Shapes � Adding Text & Working with

Text Blocks � Formatting Text & Shapes � Applying Drawing Themes

Creating Flowcharts � Dynamically Connecting

Shapes � Modifying Connections � Cross Functional Flowcharts

Page Layout & Printing � Changing the Page Layout &

Paper Size � Page Breaks � Inserting & Deleting Pages � Renaming & Moving Pages � Adding Headers & Footers � Foreground & Background

Pages � Print Preview & Print Options

Organisation Charts � Creating Organisation Charts � Modifying Organisation Chart

Layouts � Using the Organisation Chart

Wizard

Object Linking & Embedding � Linking & Embedding Objects � Inserting Objects in Drawings � Exporting Drawings � Linking Drawing Pages � Creating & Using Hyperlinks � On-Page & Off-Page

Reference Shapes

Managing Stencils, Shapes & Templates

� Protecting Shapes � Creating Shapes & Stencils � Creating Templates � Creating Drawings from

Templates � Modifying Templates




Suitable For:Those who need to create professional drawings such as flowcharts and organisation charts with multiple pages and linked data, and create templates and stencils to use as a basis for multiple drawings.

Learning Outcomes:By the end of the course, delegates will be able to create templates that will be used as a base for new drawings, create shapes and stencils that are used repeatedly within drawings, and use layers to build complex illustrations.

Prerequisite Skills:Delegates attending this course should be able to work confidently within a Windows environment, and ideally another Microsoft application such as Word or PowerPoint.

Word FundamentalsAvailable in Office 365, 2019, 2016, 2013 & 2010

Getting Started with Word � Navigating the Word Interface � The Ribbon & Commands � Help & ‘Tell me what you want to do’ � Creating New Documents � Saving & Updating an Existing Document

Navigating, Entering, Deleting & Selecting Text � Moving Around a Document � Inserting & Deleting Text � Techniques for Selecting Text

Formatting � Formatting Text � Copying Formats with the Format Painter � Paragraph Alignment & Line Spacing

Editing & Proofing Tools � Cut, Copy & Paste Techniques � Automatically Correcting Errors � Correcting Spelling & Grammatical Errors � Using the Thesaurus

Tabs, Indents, Bullets & Numbers � Creating, Modifying & Deleting Tab Stops � Indenting Text � Moving & Removing Indents � Bulleted & Numbered Lists � Applying Automatic Bullets & Numbers

Changing Page Layout � Adjusting Page Margins � Landscape & Portrait Orientation � Inserting Page Breaks � Inserting Page Numbers, Headers & Footers

Viewing & Printing Documents � Changing View & Zoom Settings � Using Print Preview Features � Printing a Document




Suitable For:Those who need to create, edit and print professional documents such as letters, minutes and agendas in Microsoft Word.

Learning Outcomes:By the end of the course, delegates will be able to enter, edit and delete text, apply formats to text and paragraphs to enhance the appearance of documents, check documents for errors and use ’lists’ to itemise data.


Feature not supported in Word online

Word IntermediateAvailable in Office 365, 2019, 2016, 2013 & 2010

More on Paragraph Formatting � Paragraph & Line Spacing Options � Inserting Page & Line Breaks � Applying Borders & Shading to Text Sections & Pages � Setting Default Tab Stop Positions � Using Leaders with Tabs � Customising Bulleted & Numbered Lists � Multi-Level Numbered & Bulleted Lists

Quick Parts & Text Editing Features � Inserting Text using Auto Text � Working with the Cover Pages � Customising Headers & Footers � Inserting Symbols & Special Characters � Inserting Text Boxes � Working with Pictures & Illustrations

Working with Multiple Documents � Opening & Closing Multiple Documents � Viewing & Switching between Multiple Documents � Comparing Documents Side-By-Side

Presenting Text in Tables � Creating & Manipulating Tables � Inserting & Editing Text in a Table � Inserting & Deleting Rows & Columns � Column Widths & Row Heights � Formatting Tables with Borders & Shading

Formatting Documents with Styles & Themes � Applying Built-in Styles � Modifying Styles � Working with Themes � Designing Documents with Style Sets

Sharing Documents � Emailing Documents � Printing Envelopes & Labels




Suitable For:Those who already have some experience of using Word who need to create documents that include tables and styles.

Learning Outcomes:By the end of the course, delegates will be able to work with multiple documents, create and format tables, control the layout of documents and apply uniform formats throughout a document using styles and themes.

Prerequisite Skills:Delegates attending this course should be able to design and create simple documents with page layouts, formats and lists. They should also be able to use simple editing tools such as cut, copy and paste.


Word AdvancedAvailable in Office 365, 2019, 2016, 2013 & 2010

Templates & Fields � Saving Documents as

Templates � Creating & Updating Fields

Forms � Using Fields to Create Online

Forms � Protecting Forms

Mail Merge � Creating Merge Documents � Creating & Editing Data Source

Files � Creating Envelopes & Labels

with Mail Merge � E-mail Merge

Working with Long Documents

� Creating, Modifying & Applying Styles

� Working with Sections � Multiple Headers & Footers � Navigating Long Documents � Inserting Bookmarks � Cross Referencing Text � Inserting & Editing Footnotes &

End Notes � Creating & Updating a Table of

Contents � Creating an Index

Citations & Bibliographies � Adding Citation Sources &

Placeholders � Creating Bibliographies

SmartArt Graphics, Inserting & Linking Objects

� Inserting & Formatting SmartArt Graphics

� Linking & Embedding Objects � Inserting Captions & Creating a

Table of Figures

Tracking Changes & Document Collaboration

� Tracking Changes & Reviewing Tools

� Creating, Replying, Modifying & Deleting Comments

� Comparing Documents

Macros � Creating Simple Macros � Running Macros & Macro

Security � Attaching a Macro to a

Shortcut Key or The Quick Access Toolbar




Suitable For:Those who need to be able to exploit the full potential of Word to build documents of varying complexities and automate actions with macros.

Learning Outcomes:By the end of the course delegates will be able to create online forms, mass distribute documents with mail merge, control long documents and cross-reference data. They will also be able to create standard documents and forms through the use of templates and fields.

Prerequisite Skills:Delegates attending this course should have a thorough grounding in building documents that include formatting, lists, tables and different page layouts.


Migrating to Office 365

Office 365 Overview � Accessing Office 365 Online & Signing In � Navigating Office 365 Online � Personalising My Account in Office 365 � Accessing 365 Online Apps � Using 365 Offline � Customising the Navigation Options

Cloud Collaboration � Multiple Authors & File Collaboration � Saving Files to OneDrive � Using SharePoint Locations � Sharing Cloud Files

365 Communication � Your Delve Profile � Using Outlook Email � Accessing the Calendar � Creating Contacts in People � Posting in Yammer/Newsfeed � Working with Teams

Staying Organised in 365 � Creating Tasks � Managing Your To-Do List � Using Planner � Working with Flow

Content Sharing � Producing Forms � Using Video & Streams � Presenting Content in Sway




Suitable For:Those upgrading from a previous version of Microsoft Office, who have experience of using Word, Excel, PowerPoint and Outlook who need to familiarise themselves with the new functionality in Office 365.

Learning Outcomes:By the end of the course delegates will be familiar with the new Office 365 Online interface and the new Online app suite and features available.

Prerequisite Skills:Delegates attending this course should be able to perform common tasks in Office applications, such as opening, saving and printing, and be able to send and receive email messages in Microsoft Outlook.

Getting Started on a PC Using Windows 10

Introduction to Computers � What is Hardware & Software? � Using & Understanding the

Keyboard � Learning Mouse Skills &

Techniques � Signing In with a User Name &

Password � The Windows 10 Desktop

Taskbar & Start menu � The Start Button & Starting

Apps � The Taskbar & Switching Tasks � Using Jump Lists in Start & the

Taskbar � Using Cortana to Search the

Web & Your Computer � Notifications & the Action

Centre

Windows Essentials � Navigate within a Window � Open & Close a Window � Minimise, Maximise & Restore � Moving & Resizing Windows � Multitasking Features & Task

View � Accessing Commands via

the Ribbon & Quick Access Toolbar

� Working with Dialog Box Options

Security & Power Options � Locking & Unlocking a

Computer � Signing Out & Signing In � Switching Between Users � Shutdown, Restart & Sleep

Mode � Changing a Sign In Password � What is the Task Manager?

Working with Files & Folders � What are Files & Folders? � File Management Concepts � Understanding Hard Drives,

Network Drives & Removable Disk Drives

Creating, Saving & Printing Files

� Creating Files in a Variety of Apps

� Understanding Save vs Save As

� Opening & Closing Files � Previewing & Printing Files

Managing Files & Folders � Navigating the File Explorer

Window � Move Between Drives, Folders,

Subfolders & Files � Create & Rename Files &

Folders � Move & Copy Files & Folders � Finding Files & Folders � Delete Files & Folders � Working with the Recycle Bin

Customising Your Environment

� Creating Desktop Shortcuts � Pinning Apps to the Taskbar � Customising Start Tile Groups � Personalise your Display

Settings, Colours & Images � Viewing Installed Printers � Managing Print Jobs




Suitable For:This course is designed for people with little or no working knowledge of using a computer and Windows 10 who need to use a computer to access applications and perform day to day tasks on a computer.

Learning Outcomes:By the end of the course delegates will be able to use the core features of Windows 10, including how to use the start menu, move and resize windows, work with files and folders and perform content searches.

Prerequisite Skills:None.

Adobe Captivate Fundamentals

Getting Started with Adobe Captivate

� Planning a Project � The Captivate Interface � Captivate Workspaces � Previewing a Project

Creating Projects � Setting the Resolution &

Recording Sizes � Recording Demonstrations,

Assessments & Training Simulations

� Creating a Custom Simulation

Text Captions, Styles & Timing

� Creating Text Captions � Editing Caption Styles � Viewing & Managing Timelines � Proofing Tools

Working with Slides � Managing Slide Quality � Inserting & Deleting Slides � Organising & Grouping Slides � Working with Master Slides � Working with Themes

Inserting Images & Drawing Shapes

� Inserting & Modifying Images � Working with the Library Panel � Image Editing & Effects � Working with Smart Shapes � Aligning & Stacking Objects

Pointers, Buttons & Highlight Boxes

� Modifying the Mouse Pointer & Paths

� Adding Visual & Audible Mouse Clicks

� Creating Text Buttons � Inserting & Formatting a

Highlight Box

Rollovers & Zoom Areas � Working with Rollover Captions

& Images � Inserting a Zoom Area � Working with Rollover Slidelets

Audio & Sound Effects � Importing Audio Files � Recording & Editing Audio

Files � Inserting a Silence � Adding Slide Notes

Video, Animation & Effects � Inserting Event Videos � Adding Animation � Applying Object Effects

Adding Interactions � Using Accordion & Tab

Interactions � Creating Custom Themes

Click & Text Entry Boxes � Inserting Click Boxes � Inserting Text Entry Boxes

Introduction to Question Slides

� Devising Quiz Strategies � Setting Quiz Preferences � Adding Question Slides

Publishing � Applying & Editing Skins � Creating a Table of Contents � Publishing Projects for Output




Suitable For:Those who need to create different types of e-learning material by using Adobe Captivate.

Learning Outcomes:By the end of the course delegates will be able to create and edit on-screen tutorials, software demonstrations, interactive simulations and tutorials.


Adobe Illustrator FundamentalsAvailable in Creative Cloud, CS6 & CS5

Introduction to Illustrator � Raster & Vector Images � The Illustrator Interface � Working with Panels

Illustrator Documents � Creating Documents � Working with Artboards � Zooming & Navigating

Shapes & Images � The Drawing Tools � Adding Images to a Document � Controlling Text Wrapping � Working with Layers

Drawing Paths � The Pen Tool � Drawing Straight & Curved

Segments � Corner Points & Curved Points � Reshaping Paths using the

Anchor Points & the Direct Selection Tool

� Grouping Objects

Working with Text � Working with Text Boxes � Threading Text � Character & Paragraph

Formatting � Flowing Text on a Path � Importing Text � Creating & Modifying

Character & Paragraph Styles � Proofing Documents

Enhancing Documents � Modifying Object Fill & Stroke

Attributes � The Swatches Panel � Working with Gradients � Graphic Styles � Apply Text Envelope Effects

Saving Images for Web & Print

� File Formats � Exporting for Print � Saving for the Web � Creating PDF Documents




Suitable For:Those with little or no experience of Adobe Illustrator who need to create and edit professional illustrations, published in a variety of outputs.

Learning Outcomes:By the end of the course delegates will gain a sound understanding of Illustrator and will be able to create and manipulate artwork for virtually any medium.


Adobe Illustrator AdvancedAvailable in Creative Cloud, CS6 & CS5

Using Grids & Guides � Viewing Rules, Grids & Guides � Tracing Artwork � Transforming Objects

More on Drawing Tools � Creating Custom Shapes � Opening & Closing Paths � Using Symbols � Working with Brush Libraries � Creating Perspective Drawings � Inserting & Formatting Graphs

Working with Fills & Colours � Pattern Fills � Adding & Removing Colours � Using Other Swatch Libraries � Graphic Styles � Using the ‘Trapping’ Technique

Working with Effects � Transparency � Blending Modes � Blending Objects � 3D Effects

Using Actions � Playing Actions � Recording New Actions




Suitable For:Those currently working with Adobe Illustrator who wish to exploit this software to a fuller extent in order to produce professional, complex illustrations.

Learning Outcomes:By the end of the course delegates will become fully conversant with the more intricate functions of Illustrator and will be able to create sophisticated artwork for virtually any medium.

Prerequisite Skills:Delegates attending this course should to be able to design and create simple documents which include basic drawings and the use of layers and artboards. They should also be able to use simple formatting tools and use cut, copy and paste effectively.

Adobe InDesign FundamentalsAvailable in Creative Cloud, CS6 & CS5

Getting Started with InDesign CC � Exploring the InDesign Interface � Customising the Interface � Using the Navigation Controls � Setting Working Preferences � Creating a Document

Creating Documents � Adding Text & Graphics � Working with Frames � Using Text Wrapping � Alternative Layouts � Content Collection

Working with Text � Formatting Characters & Paragraphs � Bulleted & Numbered Lists � Creating & Applying Styles � Text Frame Threading � Proofing Tools

Manipulating Objects � Applying Colour, Swatches & Gradient Effects � Applying Fills & Strokes � Arranging & Aligning Objects � Working with Layers � Transforming Objects � Converting & Duplicating Shapes

Working with Tables � Creating a Table � Modifying Table Structure � Formatting a Table � Creating Table & Cell Styles

Finalising Documents � Checking Documents for Errors � Printing a Document




Suitable For:Those who have little or no experience using Adobe InDesign, who need to create and design documents for a variety of purposes.

Learning Outcomes:By the end of the course delegates will have gained a sound understanding of InDesign and will be able to easily publish multiple document types.


Adobe InDesign AdvancedAvailable in Creative Cloud, CS6 & CS5

Handling Page Elements � Duplicating Items � Handling Text Layout � Creating Transparency � Working with Anchored Objects � Managing Libraries

Working with Text & Styles � Text Layouts � Character & Paragraph Control � Importing Styles � Creating Nested & Related Styles � Applying Styles in a Sequence � Managing Style Overrides � Redefining Styles � Breaking Links Between Styles

Managing Long Documents � Adding Footnotes � Creating Text Variables & Text Conditions � Organising Documents in Sections � Creating a Book � Inserting & Updating a Table of Contents � Creating & using Hyperlinks � Adding a Cross-reference � Generating an Index

Exporting Files � Exporting PDF Files � Exporting Files for the Web � Exporting Files for Animation � Digital Publishing

Adjusting Print Settings � Managing Colours � Previewing & Printing




Suitable For:Those who wish to develop their understanding of the complex layout, text, colour and print options within InDesign.

Learning Outcomes:By the end of the course delegates will have gained a sound understanding of advanced text handling and text wrapping techniques, methods of working with process and spot colours, using object libraries and creating customised PDF documents.

Prerequisite Skills:Delegates attending this course should have a good understanding of how to create documents, format text and images, alter layouts and prepare documents in InDesign for printing or publishing online.

Adobe Photoshop FundamentalsAvailable in Creative Cloud, CS6 & CS5

Getting Started with Photoshop

� Introducing Photoshop � The Photoshop Interface � Working with Panels & Panel

Groups

Creating & Saving Images � Creating, Saving & Opening

Images � Viewing, Zooming & Navigating

Images

Working with Selections � Selection Techniques & Tools � Using the Magic Wand Tool � Modifying Areas & Selection

Borders

Editing Images � Modifying Image Properties � Viewing Actions in the History

Panel � Moving & Copying Selections � Cropping an Image � Drawing with the Pencil &

Brush Tools � Cloning Parts of an Image � Stamping Parts of an Image

Working with Colours � Understanding Colour Modes � Working with the Colour Panel

& Colour Gamut � Applying Colour using the

Paint Bucket & Eyedropper Tool

Transforming Images � Using the Skew, Distort, Warp

& Perspective Tools � Rotating an Image � Scaling an Image

Modifying Photographs � Correcting Photos using Red

Eye, Dodge & Burn � Enhancing Photos using

Sponge, Sharpen, & Smudge Tools

� Working with Eraser Tools

Working with Layers � Creating Layers & Deleting

Layers � Linking & Locking Layers � Changing the Layer Order � Adding Text with Type Layers � Protecting Areas with a Layer

Mask � Using Quick Mask Mode

Working with filters � Adding Filter Effects to Images � Warming & Blurring Filters � Liquefying Drawings

Customising the Environment

� Changing View Options � Setting Default Preferences � Automating Actions with the

Actions Panel � Recording & Editing Actions




Suitable For:Those who need to modify and enhance images for use in websites, newsletters and other business documentation.

Learning Outcomes:By the end of the course delegates will be able to use the tools for selecting parts of an image, understand layers and apply layer effects. Additionally, they will be able to use painting tools and blending modes to create shading effects in an image.


Adobe Photoshop AdvancedAvailable in Creative Cloud, CS6 & CS5

Power User Essentials � Customizing Keyboard

Shortcuts � Recording a Simple Action � Creating & Saving Complex

Actions � Batch Processing Images

Advanced Masking & Layering

� Managing Layers � Editing with Adjustment Layers

& Layer Masks � Working with Blending Modes � Layer Blending Options

Advanced Image Enhancements

� Levels & Curve Adjustments � Colour Balancing Techniques � Hue & Saturation Settings � Removing Lens Distortions � Content-Aware Scaling

Retouching & Compositing � Performing Content-Aware

Heals & Fills � Using Puppet Warp � Extending Depth of Field with

Auto-Blend � Merging to HDR Pro & HDR

Toning

Painting � HUD Colour Picker &

Converting Type to a Path � Natural Media Brushes &

Brush Dynamics � Working with the Mixer Brush

Tool

Advanced Raw File Editing � Using the Tone Curve � Image Sharpening � Moving Images into Photoshop

3D, Video & Animation � Creating 3D Objects � Manipulating 3D Objects � Creating 3D Text with

Repousse � Using Video Adjustment Layers � Creating & Exporting an

Animation

Preparing Images for the Web

� Optimizing Images for the Web � Image Slicing




Suitable For:Those who wish to further their skills and use the advanced tools needed to modify or touch-up Photographs and images.

Learning Outcomes:By the end of the course delegates will be able to use advanced masking for precise photo editing. They will also understand image adjustments, brushes and be able to create 3D objects.

Prerequisite Skills:Delegates who have attended thePhotoshop Fundamentals course or those who already have experience working with Photoshop.

Crystal Reports FundamentalsAvailable in Versions 2016, 2013, 2011, 2008 & XI

Introducing Crystal Reports � What is Crystal Reports? � The Crystal Reports Interface � Working with the Field Explorer

Getting Assistance � Getting Help in Crystal Reports � Getting Started � Planning & Creating Reports � Exploring the Report Design

Environment � Previewing & Navigating

Report Pages

Modifying Reports & The Reporting Environment

� File & Report Options � Page & Printer Setup � Placing & Positioning Controls � Moving, Sizing & Deleting

Controls � Aligning Controls � Working with Text Objects � Combining Text Objects &

Fields � Inserting Special Fields,

Headers & Footers

Absolute Formatting � Formatting Text Objects � Working with Lines, Boxes &

Pictures � Formatting Report Sections � Applying Themes with the

Template Expert

Organising Records � Sorting by One/Multiple Fields � Finding Records � Filtering Records & Selection

Criteria � Filtering Data with Parameters � Grouping & Summarising Data � Creating Running Totals

Formulae & Functions � Working with the Formula

Workshop � Creating Calculations using

Fields & Mathematical Operators

� Using Crystal Functions � Writing an If...Then…Else…

Statement � Combining Functions &

Formulae

Conditional Formatting � Using the Highlighting Expert � Formatting Text with

Conditional Statements

More on Experts � Adding & Deleting Report

Tables � Multi-Table Reports &

Relationships � Creating Cross Tab Reports � Mailing Labels

Distributing Data � Printing & Emailing Reports � Exporting Report Data to Other

Applications




Suitable For:Those who need to design, create and analyse reports by connecting to external data sources.

Learning Outcomes:By the end of the course delegates will be familiar with the Crystal Reports interface and be able to produce reports based on both ‘flat’ and ‘relational’ data sources. They will be able to extract accurate data and summarise data using formulae and functions.

Prerequisite Skills:Delegates attending this course must be proficient with a mouse and keyboard and be able to confidently work within a Windows environment - minimise, maximise, open, close. Familiarity of either Microsoft Excel or Microsoft Access is useful, but not essential.

Crystal Reports AdvancedAvailable in Versions 2016, 2013, 2011, 2008 & XI

More on Parameter Fields � Static & Dynamic, Pick List

Parameters � Parameter Edit Masks

Sub Reports & Sections � Creating Linked & Unlinked

Sub Reports � Inserting, Deleting & Merging

Sections � Controlling Report Pages � Linking & Embedding Objects

Formulae Revision � If… Then… Else… Statements

More on Formulae & Functions

� Crystal Syntax & Built In Functions

� String & Date Functions

Variables � What is a Variable? � Declaring Variables � Calling Variables in a Formula � Referencing Array & Range

Variables � Understanding Multi-Pass

Reporting & Formula Evaluation

Control Structures � Looping & Loop… While…

Structures � Select Case Functions

Custom Functions � Creating Custom Functions � Introducing the Crystal

Repository

Data Access Techniques � Connecting to ODBC Data

Sources � Creating & Editing SQL

Queries � Using the SQL Designer � Creating, Saving & Running an

SQL Query � Using SQL Queries to Create

Reports � Report Alerts

Working with Charts � Creating & Modifying Charts � Formatting Charts � Chart Options

Working with Maps � Creating Geographical Maps � Customising & Formatting

Maps

Cross Tab & OLAP Reports � Creating & Formatting Cross

Tab Reports � 2-D & 3-D Reports � Creating Reports from an

OLAP Cube � The OLAP Analyser




Suitable For:Those who need to develop reports that include complex formulae & functions and who need to manipulate large volumes of data in order to produce accurate results.

Learning Outcomes:By the end of the course delegates will be able to create reports which contain complex formulae using variables and functions. They will also be able to query data sources using SQL commands and expressions.

Prerequisite Skills:Delegates attending this course must be able to confidently create a report that includes sorting, grouping and summary data.

Business Objects Fundamentals

Introduction to Business Objects

� What is Business Objects? � The Semantic Layer/The

Querying Process � Universes, Classes & Objects � Reports/Presentations Blocks

Logging into Business Objects

� Opening an Existing Business Objects Report

� Overview of the Business Objects Screen

� Navigating & Toolbars

Creating Queries � Creating a New Report using

the Wizard � Creating a Query � Overview of the Query Panel � Constructing & Running a

Query � Editing the Query � Viewing Results Before

Running the Query � Saving your Report

Formatting � Using the Formatting Menu/

Toolbar � Adding Report Titles � Formatting your Table � Sorting & Filtering your Data � Inserting Pictures

Query Conditions � What is a Condition? � Building your Own Condition � Using Simple Operators � Logical Operators � “Matches Pattern” & Wild

Cards � Setting up a Prompt

Working with Cross Tabs � Creating a New Cross Tab

Advanced Formatting � Using the Calculator � Calculations & Cross Tabs � Adding Alerters � Adding Breaks in your Data � Page Layout

Working with Charts � Creating a New Chart � Changing Existing Tables &

Cross Tabs into Charts � Formatting your chart

Document Centricity � Multiple Queries from One

Block � Multiple Queries from One

Universe � Queries using Multiple

Universes � Queries from Different Data

Sources



Suitable For:Those wishing to learn how to build queries and create and format reports within Business Objects

Learning Outcomes:By the end of the course delegates will posses the skills required to create, edit and maintain queries and charts with varying complexities.

Prerequisite Skills:Delegates attending this course must be proficient with a mouse and keyboard and be able to confidently work within a Windows environment - minimise, maximise, open, close. Familiarity of either Microsoft Excel or Microsoft Access is useful, but not essential.

Business Objects Advanced

Recap Reporting Facilities � Creating Reports � Formatting Options � Tables, Crosstabs & Charts

Recap Document Centricity � Multiple Queries from One Block � Multiple Queries from One Universe � Queries using Multiple Universes � Queries from Different Data Sources

Exporting Data � Excel � Rich Text Format

Working with Templates � Using Existing Templates � Creating Templates � Applying Templates to an Existing Report

Using the Slice & Dice Panel � Sorting � Calculations � Filtering � Ranking

Create a Master Detail Report � Splitting your Document into Sections

Using Outline View � Collapse & Expand Areas of your Data

Drilling � Analyse Data in More Detail

Combining Data � Display Actual Revenue from your Universe & Projected Revenue

from an Excel Spreadsheet Together in one Table

Creating Formulae � Calculating VAT on Sales Revenue

Creating Variables � Creating a New Variable for your VAT Amount, to Include in Further

Formulae



Suitable For:Those with experience of Business Objects wishing to enhance their knowledge and utilise some of the more sophisticated reporting functionality available.

Learning Outcomes:By the end of the course delegates will be able to create reports which contain complex formula using variables and various functions.

Prerequisite Skills:Delegates attending this course should have completed the Fundamentals course or have commensurate knowledge through practical experience.

Half Day Bite Sized IT Workshops

Microsoft Excel

Getting Started with Excel

Beyond the Basics in Excel

Excel Tips & Tricks

Get to Grips - Formulas & Functions

Manipulating Data in Excel

All About Pivot Tables

Pivot Tables & Macros

Powerful Formulae & Functions

Excel Charting Master Class

Microsoft Word

Getting Started with Word

Beyond the Basics in Word

Tips & Tricks in Word

Templates, Forms & Tables in Word

Templates, Forms & Mail Merge in Word

Working with Long Documents in Word

Microsoft PowerPoint

Getting Started with PowerPoint

Tips & Tricks in PowerPoint

PowerPoint Presentations with Impact

Microsoft Outlook

Getting Started with Outlook

Managing Your Diary & Organising Meetings in Outlook

Using Outlook for More Than Just Email

Microsoft Access

Using an Access Database

Querying Data in Access

Creating Reports in Access

Microsoft WindowsMigrating to Windows 10

Select Any Two Bite Sized Courses for £695 Per Day

Getting Started with Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Spreadsheet Basics � Spreadsheet Concepts � Exploring the Excel Window � Working with the Ribbon & Commands

Navigating, Selecting & Entering Data � Creating, Saving & Closing Spreadsheets � Opening an Existing Spreadsheet � Moving Around a Spreadsheet � Entering, Editing & Deleting Data � Using Auto Fill & Flash Fill � Adding Numbers with AutoSum

Applying Simple Formats � Adjusting Column Widths � Formatting Text & Sizes � Changing Cell Alignment � Number Formats

Page Setup & Printing � Portrait & Landscape Page Layouts � Using Print Preview

Course Duration: 1/2 Day

Price Per Day: £695(For any 2 Bite Sized courses)

Suitable For:Those who need to be able to create simple spreadsheet models and apply basic formatting to headings, text and numbers.

Learning Outcomes:By the end of the course delegates will be able to create new spreadsheets, open and change existing spreadsheets and use formatting tools to display and print spreadsheets effectively.


Beyond the Basics in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Revision of Excel Basics � Entering, Navigating & Selecting Data � Working with Columns & Rows

Formatting Spreadsheets � Formatting Text & Sizes � Changing Cell Alignment � Changing Number & Date Formats � Applying Background Shading & Cell Borders � Copying Formats using Format Painter

Basic Formulae & Functions � Using Formulas to Add, Subtract, Divide & Multiply Numbers � Using the AutoSum Function � Statistical Functions:

y Average y Minimum y Maximum y Count

Page Setup & Printing � Using Print Preview � Changing Page Layouts � Changing & Applying Print Options



Suitable For:Those who need to be able to edit and format Excel spreadsheets, including creating basic calculations and formulas.

Learning Outcomes:By the end of the course delegates will be able to produce a variety of spreadsheets, use formatting tools and page setup techniques to display and print spreadsheets effectively. They will also be able to create simple calculations and use basic Excel functions.

Prerequisite Skills:Delegates attending this course must be able to create and edit basic spreadsheets, including entering data, working with columns and rows, saving, closing and opening files.

Tips & Tricks in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Navigating & Data Entry � Moving Around & Selecting using Keyboard Shortcuts � Shortcuts for Entering Data � Using Auto Fill & Creating Custom Lists � Entering Data with Flash Fill � Manipulating Columns & Rows � Viewing Multiple Sheets Simultaneously � Using Group Editing

Impressive Appearances � Enhancing Spreadsheets with Simple Formats � Highlighting Cells with Conditional Formatting � Quick Analysis Tools � Page Setup Options in Layout View � Quick Headers & Footers � Creating a Quick Chart

Formulae without Fuss � Creating Formulae with Relative & Absolute References � AutoSum & Statistical Functions � Formula Auto Complete � Using the Function Library � Showing & Hiding Formulas in a Spreadsheet



Suitable For:This course is aimed at those who work with Excel on a daily basis who need to improve their knowledge and efficiency using some of the shortcuts and features available within the application.

Learning Outcomes:By the end of the course delegates will be able to move around and enter data using a range of shortcuts and quickly produce impressive spreadsheets using a number of formatting features.

Prerequisite Skills:Delegates attending this course should already be working with Excel and be able to confidently open, save and close spreadsheet files. The ability to create a simple calculation in Excel is desirable but not essential.

Get to Grips with Formulas & Functions in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Revision � Navigating, Selecting & Entering Data � Entering Data with Auto Fill � Undo Errors � Modifying Column Widths & Row Heights

Basic Formula & Functions � Introducing the Formula Bar � Entering Simple Calculations � Moving & Copying Formulae � Absolute & Relative Cell Referencing

AutoSum & Statistical Functions � Introducing Functions � Adding Numbers with AutoSum � Circular References & Errors � Creating Statistical Functions

y Sum y Average y Min y Max y Count

IF Functions & Percentages � What is an IF Function? � Creating an IF Function � Calculating Percentages



Suitable For:Those who have been working with spreadsheets created by others and now need to be able to build their own spreadsheets and create automated calculations using formulae and functions.

Learning Outcomes:By the end of the course delegates will be able to create spreadsheets, which include simple calculations, as well as use some of the popular functions, such as Sum, Min, Max Average and Count. They will also be able to create calculations containing multiple operators with the effective use of brackets and understand the importance of Relative and Absolute cell references when copying formulae.

Prerequisite Skills:Delegates attending this course must be able to create simple spreadsheets and be able insert and delete columns and rows and apply basic text and number formatting.

Manipulating Data in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Data List Revision � Structuring Data Lists � Freezing Worksheet Titles

Naming Cells & Ranges � Naming a Cell or Cell Range � Changing & Deleting Names

Conditional Formatting � Highlight Cells with Formatting Rules � Formatting Ranges with Top/Bottom Rules � Data Visualisations � Creating Custom Formatting Rules � Rules Manager

Sorting & Filtering Data � Sorting Data by Single/Multiple Columns � Filtering List Data � Defining Custom Filters

Subtotals & Grouping � Adding Subtotals � Grouping & Outlining Data

Inserting Tables � What are Tables? � Converting Ranges into Tables � Modifying Tables

Using Data Validation � Validating Text, Values & Dates � Creating Input Messages � Error Alerts



Suitable For:Those who need to organise, and manipulate large volumes of data in Excel.

Learning Outcomes:By the end of the course delegates will be able to manage data lists and create automatic subtotals and grand totals. They will be able to validate data entry, sort & filter data, use conditional formatting to monitor and visualise data, and use table functionality.

Prerequisite Skills:Delegates attending this course should have a thorough grounding in building basic spreadsheet models including inserting & deleting rows & columns, creating simple calculations, and using statistical functions such as Min, Max & Average.

All About Pivot Tables in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Data List Revision � Data List Essential Skills � Sorting List Data � Filtering Data & Custom Filters � Naming Cells & Ranges

Introducing Pivot Tables � Creating a Pivot Table � Creating Pivot Tables from Multiple Tables � Adding, Moving & Removing Fields � Sorting & Filtering Pivot Data � Refreshing Data & Changing the Data Source � Filtering Data with Interactive Slicers & Timelines � Grouping & Ungrouping Data � Drill Down & Extract Data � Summary Functions & Custom Calculations � Using the GETPIVOTDATA Function � Defining Pivot Field & Field Settings � Formatting Pivot Tables � Creating & Modifying PivotChart Reports



Suitable For:Those who need to analyse, summarise and present large volumes of data using Pivot Tables and Pivot Charts.

Learning Outcomes:By the end of the course delegates will be able to create Pivot Table and Pivot Chart reports of varying complexities that include a variety of formulae and functions.

Prerequisite Skills:A thorough grounding in building spreadsheets which include functions, such as Min, Max, and Average.

Pivot Tables & Macros in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Data List Revision � Data List Essential Skills � Sorting Data Lists � Filtering Data & Custom Filters � Naming Cells & Ranges

Introducing Pivot Tables � Creating a Pivot Table � Adding, Moving & Removing Fields � Sorting & Filtering Pivot Data � Grouping & Ungrouping Pivot Data � Drill Down & Extract Data � Summary Functions � Formatting Pivot Tables � Creating PivotChart Reports

Automating Spreadsheets with Macros � Introducing Macros � Recording & Running Macros � Assigning Macros to Shortcuts � Adding Macros to the Quick Access Toolbar � Editing & Deleting Macros � Macro Virus Protection



Suitable For:Those who need to automate commands with macros and who need to analyse, summarise and present large volumes of data using Pivot Tables and Pivot Charts.

Learning Outcomes:By the end of the course delegates will be able to create Pivot Tables and Pivot Chart reports of varying complexities. They will also be able to automate commands by recording simple macros and assigning them to shortcuts and buttons.

Prerequisite Skills:Delegates attending this course should have a thorough grounding in building spreadsheets which include functions, such as Min, Max, and Average.

Powerful Formulae & Functions in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Revision � Creating a Simple Formula � Relative & Absolute Cell Referencing � AutoSum & Statistical Functions

Logical Functions � What is an IF Function? � Creating a Simple IF Function � Nested IF Functions � Using the AND & OR Functions

Statistical Functions � COUNTIF & COUNTIFS Functions � SUMIF & SUMIFS Functions

Lookup & Reference Functions � What is VLOOKUP & HLOOKUP? � Creating a Lookup Function

Date & Time Functions � Using Dates in Formulae � Extracting Date & Time Values � Using the DATE Function



Suitable For:Those who need to be able to exploit the full potential of Excel to build powerful spreadsheets, using a wide array of formulae and functions.

Learning Outcomes:By the end of the course delegates will be able to create spreadsheets, which include complex formulae and functions. They will also be able to combine functions such as IF’s and Lookups to optimise efficiency when creating formulae requiring a multifaceted outcome.

Prerequisite Skills:Delegates attending this course should have a thorough grounding in building multiple sheet workbooks which include basic calculations and functions, such as Min, Max, Average and Sum. They should also be able to create formulae using absolute cell references and understand the importance of this.

Charting Master Class in Excel - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Chart Basics � Understanding Chart Types � Creating Charts

y On an Existing Worksheet y On a New Worksheet

� Creating Charts with the Quick Analysis Tools � Moving & Resizing Charts � Understanding Chart Elements � Changing Chart Data � Applying Styles & Chart Layouts

Designing Charts � Manipulating Chart Elements

y Titles y Legends y Data Tables y Data Labels

� Formatting Individual Chart Elements � Manipulating 3-D Charts � Adding Trend Lines � Creating a Custom Chart Template



Suitable For:This course is aimed at those who are working with Microsoft Excel and who need to interpret values in graphical format to show highs, lows and data trends.

Learning Outcomes:By the end of the course delegates will be able to create charts in a variety of layouts to interpret single or multiple data values. They will be able to manipulate the layout of charts and include detail options such as trend lines and values.

Prerequisite Skills:Delegates attending this course should be able to navigate efficiently within spreadsheets and perform common commands such as sorting, filtering, selecting and formatting data.

Getting Started with Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Word Document Basics � Working with the Word Window � The Ribbon & Commands

Navigating, Selecting & Editing Text � Creating, Saving & Closing Documents � Opening an Existing Document � Moving Around a Document � Inserting & Deleting Text � Techniques for Selecting Text � Moving & Copying Text

Applying Simple Formats � Formatting Text Fonts & Sizes � Changing Paragraph Alignment � Using Line Spacing � Correcting Spelling Mistakes

Previewing & Printing Documents � Using Print Preview � Printing a Document



Suitable For:Those who need to produce a range of documents such as letters and reports.

Learning Outcomes:By the end of the course delegates will be able to enter, edit and delete text, apply formats to text and paragraphs to enhance the appearance of documents and check for errors.


Beyond the Basics in Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Word Document Basics Revision � Selecting & Navigating � Tabs & Indents � Bulleted & Numbered Lists

More on Tables � Working with Table Properties � Repeating Table Headings � Sorting in Tables

Formatting Documents with Styles � Applying Quick Styles � Modifying Styles � Creating Custom Styles

Page & Section Breaks � Inserting & Removing Page Breaks � Inserting Section Breaks � Applying Multiple Layouts with Sections

Multi-Level Numbering � Creating List Styles � Multi-Level Numbered Lists � Using Multiple Lists & Restart Numbering

Automating Content with Quick Parts � Introducing Building Blocks & Quick Parts � Adding Content to Galleries � Creating AutoText Quick Parts



Suitable For:Those who have experience of Word, who are looking to enhance their skills and work more efficiently and effectively.

Learning Outcomes:By the end of the course, delegates will be able create and lay out documents professionally and efficiently, using features such as tabs, styles and section breaks. They will also be able to create more complex tables and automate text entry using Quick Parts and AutoText.

Prerequisite Skills:Delegates attending this course must already be familiar with creating, saving, navigating and formatting basic Word documents.

Tips & Tricks in Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Navigating & Editing Shortcuts � Navigation Keyboard Shortcuts � Selecting using Keyboard Shortcuts � Editing & Formatting Shortcuts � AutoCorrect, Synonyms & the Thesaurus

Creating Documents � Applying & Modifying Styles � Creating a Table Of Contents � Using the Navigation Pane � Working with Building Blocks � Creating Quick Tables � Aligning Text with Tabs & Indents � Multi-Level Numbered Lists � Multiple Numbered Lists & Restart Numbering

Document Layouts � Inserting & Deleting Page Breaks � Document Layouts & Section Breaks � Multiple Headers, Footers & Page Numbers



Suitable For:Those who work with Word on a regular basis and who need to improve their knowledge and efficiency using some of the shortcuts and features available within the application.

Learning Outcomes:By the end of the course delegates will be able to move around and format text using a range of shortcuts and quickly produce impressive documents using a styles, building blocks and tables.

Prerequisite Skills:Delegates attending this course should be existing Word users who can create and format documents, using both character and paragraph formatting.

Templates, Forms & Tables in Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Templates & Fields � Creating & Saving Templates � Working with Fields � Field Codes & Switches � Working with Fill-in Fields � Updating, Editing & Deleting Fields

Forms � Creating Fill-in Forms � Automating Forms with Fields

y Text Form Fields y Drop Down Lists y Check Boxes y Field Properties

� Protecting Forms � Saving Forms as Templates

Working with Tables � Creating & Manipulating Tables � Inserting & Editing Text in a Table � Inserting & Deleting Rows & Columns � Column Widths & Row Heights � Formatting Tables with Borders & Shading

More on Tables � Sorting Table Data � Splitting Cells & Tables � Converting Text to Tables/Tables to Text � Creating Calculations in Tables



Suitable For:Those who are working with Word and need to create documents with structured table layouts and also create standard templates and forms.

Learning Outcomes:By the end of the course delegates will be able to create standard “fill-in” forms, templates to use as a basis for new documents and tables with a range of layouts and formats.

Prerequisite Skills:Delegates attending this course should be able to create documents which include simple tables and formatting.

Templates, Forms & Mail Merge in Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Templates & Fields � Creating & Saving Templates � Working with Fields � Field Codes & Switches � Working with Fill-In Fields � Updating, Editing & Deleting Fields

Forms � Creating Fill-in Forms � Automating Forms with Fields

y Text Form Fields y Drop Down Lists y Check Boxes y Field Properties

� Protecting Forms � Saving Forms as Templates

Mail Merge � What is Mail Merge? � Creating a Main Document � Creating & Connecting to Data Sources � Inserting Address Blocks, Greeting Lines & Fields � Working With The Data Source

y Editing The Data Source y Sorting Records y Filtering Records

� E-mail Merge � Inserting Conditional Merge Fields



Suitable For:Those who are working with Word and need to create letters and mailings for mass distribution as well as standard templates and forms.

Learning Outcomes:By the end of the course delegates will be able to set up a main document and data list, and apply mail merge features for the efficient production of form letters and emails. They will also be able to create standard forms and templates for people to complete using fill-in fields.

Prerequisite Skills:Delegates attending this course should be able to create documents which include simple tables and formatting.

Working with Long Documents in Word - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Tips for Navigating Long Documents � Browsing Techniques � Using the Navigation Pane

Working with Styles � Applying Quick Styles � Modifying Styles � Creating New Styles � Applying Styles to a Document

Sections & Section Breaks � Structuring Documents with Page Breaks

y Hard Page Breaks y Soft Page Breaks

� Creating & Deleting Section Breaks � Different Page Layouts & Margins � Multiple Page Numbers, Headers & Footers

Referencing Tools � Working with Bookmarks � Inserting & Deleting Cross-references � Footnotes & Endnotes � Creating & Deleting a Table of Contents � Updating a Table of Contents � Marking Index Entries � Creating & Updating a Document Index



Suitable For:Those who are working with Word and need to create long documents such as reports, procedures, user guides and proposals.

Learning Outcomes:By the end of the course delegates will be able to set up documents that include varied layouts, navigate long documents, and use styles to maintain consistent formats within a document, as well as create Tables of Contents and Indexes.

Prerequisite Skills:Delegates attending this course should be able to create documents which include different page setups and be confident in formatting, navigating and viewing documents.

Getting Started with Outlook - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Outlook Overview � Navigating the Outlook 2016 Screen � Introducing the To Do Bar � Working with the Ribbon & Commands � Exiting Outlook

E-mailing with Outlook � Sending & Receiving Messages � Working with the Reading Pane � Addressing Messages with the Address Book � Checking Spelling & Grammar � Replying To & Forwarding Messages � Working with File Attachments � Marking Messages with Follow-Up Flags

The Calendar � Viewing & Navigating the Calendar � Scheduling Appointments � Editing Appointments � Appointments & the To Do Bar � Snoozing & Dismissing Reminders

Contacts � Creating a New Contact � Addressing Messages to Contacts



Suitable For:Those who have little or no experience of Outlook who need to be able to communicate with others using e-mail and add appointments to their diary.

Learning Outcomes:On completion of this course, delegates will be able to move around Outlook, send, read and forward e-mail messages, and work with message attachments. They will also be able to keep track of their appointments in their calendar.


Manage Your Diary & Organise Meetings in Outlook - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Using The Calendar � Viewing & Navigating the Calendar � Customising the Working Week � Scheduling Appointments & Events � Creating Private Appointments � Editing Appointments & Events � Recurring Appointments & Events � Setting Calendar Reminders � Viewing, Snoozing & Dismissing Reminders

Shared Calendars � Sharing Your Calendar � Calendar Permissions & Delegation � Viewing Other People’s Calendar � Calendar Overlays � Working with Calendar Groups

Planning & Organising Meetings � Organising & Updating Meetings � Responding to Meeting Requests � Declining Previously Accepted Meetings

Additional Features � Previewing & Printing the Calendar � Out Of Office Auto-Replies



Suitable For:Those who use Outlook for email but need to exploit the powerful capabilities of the electronic calendar and diary management tools available.

Learning Outcomes:On completion of the course delegates will understand the capabilities of the Outlook calendar and be able to set, manage and keep track of appointments and daily, weekly and annual events. They will also be able to share calendars and work with other people’s calendars to organise and manage meetings more effectively.

Prerequisite Skills:Delegates attending this course must be familiar with Outlook and able to send, forward and respond to emails.

Outlook More than Just E-mail - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Working With The Calendar � Viewing & Navigating the Calendar � Customising the Working Week � Scheduling Appointments & Events � Editing Appointments & Events � Recurring Appointments & Events � Sharing Calendars with Others � Planning Meetings & Responding to Meeting Requests

Using The Task List � Creating & Editing Tasks � Completing & Deleting Tasks � Recurring Tasks

Reminders � Setting Calendar & Task Reminders � Viewing Calendar & Task Reminders � Snoozing & Dismissing Reminders

Outlook Contacts � Creating a New Contact � Editing a Contact � Deleting a Contact � Creating Contact Groups

Notes � Writing a Note



Suitable For:Those who currently use Outlook for e-mail who want to utilise other Outlook tools, such as the electronic diary, task list and contacts.

Learning Outcomes:On completion of the course, delegates will be able to set and keep track of both their own and other peoples’ diary arrangements, including planning and responding to meeting requests and creating personalised task lists with reminders. They will also be able to store their contacts, telephone numbers and e-mail addresses electronically.

Prerequisite Skills:Delegates attending this course must be familiar with the Outlook interface and able to send, open, reply to and forward e-mail messages.

Using an Access Database - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Introducing Access Databases � Opening & Closing a Database � Opening Objects using the Navigation Pane � Opening & Closing Tables, Queries, Forms & Reports

Working with Data in Tables � Navigating Table Data � Entering, Editing & Deleting Records � Sorting & Filtering Data in a Table � Showing & Hiding Columns

Working with Forms � Navigating Records in Forms � Finding Records � Adding New Records � Editing & Deleting Records � Sorting & Filtering Data in a Form

Previewing Data in Reports � Opening Reports in Report View � Previewing & Printing Reports



Suitable For:Those who are required to view, find, add, edit and delete data in an existing database.

Learning Outcomes:Delegates will understand the purpose of the four main database objects: Tables, Queries, Forms and Reports. They will be able to open and close Access objects, navigate between the existing database records and update the data in the database.


Querying Data in Access - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

The Theory Behind a Query � Navigating Table Data � Sorting & Filtering Data in a Table � Showing & Hiding Table Columns

Essential Query Skills � Adding, Moving & Removing Fields � Showing & Hiding Query Fields � Sorting Queries by One or More Fields � Entering a Simple Criteria Value

Extracting Data using Query Techniques � Using Multiple Criteria in a Query � Using AND & OR Criteria � Entering Wild Card Criteria � Creating a Parameter Query � Querying Data from Related Tables � Summarising Results in a Query � Creating a Simple Calculated Field

Query Wizards � Creating a Select Query with the Wizard � Find Unmatched Data Query Wizard � Find Duplicate Query Wizard � Crosstab Query Wizard



Suitable For:Those who are working with Microsoft Access and need to interrogate and interpret data in Flat or Related tables within an existing database using a variety of criteria.

Learning Outcomes:By the end of the course delegates will be able to create, run and save queries; extract accurate data that matches criteria based on text, numbers, dates and expressions. They will also be able to summarise data using totals and simple calculations.

Prerequisite Skills:Delegates attending this course should be able to open and close a database and understand the purpose of Tables, Queries, Forms and Reports.

Creating Reports in Access - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Reporting Essential Skills � Creating Reports using the Wizard � Creating Auto-Reports � Switching Report Views � Navigating Records in Layout View � Previewing Reports in Print Preview � Working with Sections in Design View � Creating ‘White Space’ � Modifying ‘Stacked’ & ‘Tabular’ Layouts � Moving & Resizing Controls � Inserting & Deleting Controls � Aligning & Sizing Text Boxes & Labels � Formatting Text & Controls

Creating Custom Reports � Sorting & Grouping Report Data � Forcing Page Breaks in Reports � Creating Simple Calculated Controls � Summarising Report Data with Calculations � Showing & Hiding Report Sections � Switching Data Sources



Suitable For:Those who are working with Microsoft Access and need to produce accurate reports for viewing on screen and printing.

Learning Outcomes:By the end of the course delegates will be able to create reports in a variety of layouts and summarise data. They will also be able to manage the structure of a report and understand the importance of the sections in a report to produce the required ‘accurate’ output.

Prerequisite Skills:Delegates attending this course should have a sound understanding of databases. They should be able to open, navigate and close tables and be able to create queries using a selection of criteria.

Getting Started in PowerPoint - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Presentation Basics � Introducing PowerPoint & Presentations � The PowerPoint Window & Task Panes � Working with the Ribbon & Commands

Creating, Editing & Navigating � Creating, Saving & Closing Presentations � Opening an Existing Presentation � Selecting, Moving & Resizing Objects � Rotating & Deleting Objects � Creating & Inserting New Slides � Changing Slide Layouts � Working with Text Boxes & Bulleted Lists � Selecting, Editing & Deleting Text � Using Spell Check � Inserting Pictures

On-Screen Slide Shows � Applying Presentation Themes � Slide Transition Effects � Running a Slide Show � Printing Slides & Presentations



Suitable For:Those who have little or no experience of PowerPoint who need to be able to create, edit, and run simple presentations.

Learning Outcomes:By the end of the course delegates will be able to produce a presentation using predefined slide layouts. They will also be able to add text and pictures to presentations and apply themes and transitions to change the presentation effects.


Tips & Tricks in PowerPoint - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Navigating Presentations & Slide Shows � Navigating Slides & Placeholders � Tips & Tricks for Running a Slide Show

Managing Objects � Shortcuts for Selecting, Moving & Copying Objects � Resizing, Rotating & Resetting Shapes � Accurately Align & Distribute Shapes � Edit & Format Text using Shortcuts

Importing Slide Content & Managing Slides � Object Linking & Embedding from Other Applications � Importing Data From Other Files � Creating a Photo Album � Moving, Deleting, Showing & Hiding Slides � Organising Slides in Sections

Impressive Presentations � Formatting Presentations with Themes � Automating Presentations with Transitions � Animating Objects & Text � Action Buttons & Hyperlinks � Setting-up a Show



Suitable For:Those who are already working with PowerPoint and need to create and manipulate more complex presentations for themselves and others.

Learning Outcomes:By the end of the course delegates will be able to apply uniform formats to presentations, quickly include data from other locations and automate slide shows with transitions and animations.

Prerequisite Skills:Delegates attending this course should have sound PowerPoint skills and be able to create presentations that include text and graphics, such as pictures and photographs.

PowerPoint Presentations with Impact - Bite SizedAvailable in Office 365, 2019, 2016, 2013 & 2010

Presentation Basics Revision � Working with Objects � Creating, Editing & Deleting Slides � Manipulating Slide Layouts

Modifying Master Slides � Applying & Customising Themes � Slide Masters & Master Layouts

Multimedia Content � Running Videos & Playing Audio � Customising Media Settings

Automating Presentations � Incorporating Hyperlinks � Creating Action Buttons � Slide Transition Effects � Animating Objects

Organising Slides � Working with Slide Sorter View � Moving, Copying & Deleting Slides � Showing & Hiding Slides

Slide Shows � Setting Up a Slide Show � Rehearsing Presentations � Custom Slide Timings � Tips & Tricks for Running Slide Shows



Suitable For:Those who are already working with PowerPoint and need to create effective, impressive, professional presentations and automate slide shows.

Learning Outcomes:By the end of the session delegates will be able to produce dynamic presentations, using multimedia, hyperlinks and sophisticated animation and transition effects. They will be able to format presentations efficiently using themes and masters.

Prerequisite Skills:Delegates attending this course should be able to create simple presentations using a range of slide layouts, be able to add, edit and delete text, apply formats to text and manipulate objects.

Business Skills Training

Interpersonal Development




Customer Premises)

Cultivate Confidence - Be Assertive 1 Day £345 £1,295

Crucial Conversations - Communicate Positively 1 Day £345 £1,295

Enhance Your Telephone Skills 1 Day £345 £1,295

Maximise Your Time - Get More Done 1 Day £345 £1,295

Resolving Conflict - Dealing with Difficult Situations 1 Day £345 £1,295

Use Your Influence - Achieve Goals 1 Day £345 £1,295

Manage Meetings - Meet the Agenda 1 Day £345 £1,295

Solve the Problem - Find Solutions 1 Day £345 £1,295

Business Writing




Customer Premises)

Effective Business Writing 1 Day £345 £1,295

Report Writing for Maximum Impact 1 Day £345 £1,295

Take Meaningful Minutes 1 Day £345 £1,295

Commercial Development




Customer Premises)

Telephone Sales - Succeed & Overcome 2 Days Not Available £2,495

Key Account Management - Maximise Opportunity 2 Days Not Available £2,495

New Business Development - Generate Sales 2 Days Not Available £2,495

Delight the Customer - Telephone Service Excellence 1 Day £345 £1,295

Delight the Customer - Exceptional Customer Service 1 Day £345 £1,295

Negotiating the Right Result 2 Days £595 £2,495

AAT Essentials - Finance for Non-Finance 1 Day £345 £1,295

AAT Essentials - Budgeting 1 Day £345 £1,295

Business Skills Training

Management Development




Customer Premises)

Step Up - First Time Manager 2 Days £595 £2,495

Follow My Lead - Inspire The Team 2 Days £595 £2,495

Keep It On Track - Successful Project Management 2 Days £595 £2,495

Collaborative Coaching - Unlock Potential 1 Day £345 £1,295

Restructure, Regroup, Rebuild - Implement Change 1 Day Not Available £1,295

Support the Workforce - Manage Change 1 Day Not Available £1,295

Coaching & Mentoring for Managers 2 Days £595 £2,495

People Development




Customer Premises)

Train the Trainer 2 Days £595 £2,495

Train the IT Trainer 2 Days £595 £2,495

On the Job Trainer - Instructional Techniques 2 Days Not Available £2,495

Energise Your Presentations - Deliver Impact 2 Days £595 £2,495

Appraise the Workforce - Improve Performance 1 Day Not Available £1,295

Mental Health Awareness 1 Day Not Available £1,295

Drugs & Alcohol Awareness 1 Day Not Available £1,295

Managing Stress in Every Day Life 1 Day £345 £1,295

Cultivate Confidence - Be Assertive

Module One - Understanding Yourself � Where Confidence Comes From � The Johari Window � Life Birth Position

Module Two - Behavioural Styles � DISC Behavioural Analysis � Implications of Behavioural Styles � Your Style Under Normal & Pressure Circumstances

Module Three - Understanding Behaviour � What is Assertiveness? � The Difference between Assertion & Aggression � Understanding Passive & Aggressive Behaviour � Rights & Responsibilities � Turning Limiting Beliefs into Assertive Ones � Recognising Triggers � The Steps to Assertiveness

Module Four - Preparing to Assert Yourself � Verbal & Non-Verbal Communication � Effective Use of Voice & Words � Establishing Rapport

Module Five - Assertive Techniques � Basic Assertion � Objective vs Subjective � Empathy & Lead In Assertiveness � Consequence Assertiveness � Using the DESC Script � Discrepancy Assertion

Module Six - Assertion in Difficult Situations � Handling Requests � Expressing Doubts & Disagreements � Being Assertive with Aggressive People � Disagreeing with Others Positively � Averting Conflict � Constructive Criticism

Module Seven - Adapting Your Approach � The 4 Colour Behavioural Styles Matrix � How Different Behavioural Styles Communicate




Suitable For:This course is aimed at giving people the skills they need to communicate their position, opinions and feelings confidently and assertively. It is also suitable for those recently promoted who require confidence in communicating in new or perhaps challenging situations.

Learning Outcomes:The course is a very practical course which investigates how to recognise different behavioural styles and the benefits of using assertive techniques when communicating and negotiating with colleagues, management and customers. By the end of the course delegates will have participated in a number of practical activities applying the techniques covered during the course.

Crucial Conversations - Communicate Positively

Module One - Understanding Communication � What is Effective Communication? � Barriers to Communication � Different Types of Crucial Conversation

Module Two - Self Awareness � DISC Behavioural Analysis � Implications of Personality Styles � Knowing Your Style Under Normal & Pressure Circumstances

Module Three - Building Rapport � Making a Positive Impression � Establishing Rapport & ‘Reading’ People � Verbal & Non-Verbal Communication � The Art of Active Listening � Effective Questioning Techniques � The Information Funnel � Responding Positively

Module Four - Developing an Approach � The 4 Colours of Communication � How Do I Communicate � How Do They Communicate � Adapting Your Approach

Module Five - Communicating in Difficult Situations � The Difference Between Aggressive & Assertive Communication � Expressing Yourself Constructively � Handling Challenging Requests � Giving & Receiving Constructive Criticism � Disagreeing Positively

Module Six - Dealing With Conflict � Preventing Disagreement escalating into Conflict � Constructive & Destructive Behaviours � Achieving a Positive Outcome Using the 7 Step Plan




Suitable For:This course is for those who need to improve their working relationships by focusing on the way they currently communicate with others and understanding how different types of people want to be communicated with and how their approach needs to be adapted.

Learning Outcomes:The course is very practical and identifies the differences between aggressive and assertive behaviour, the power of non verbal communication, effective listening techniques, recognising the signs of conflict and communicating positively in all situations. By the end of the course delegates will be aware of how small changes in communication style can have a big impact on their working relationships.

Enhance Your Telephone Skills

Module One - Introduction � What is Telephone Service Excellence � Creating Positive First & Lasting Impressions � ‘Word of Mouth’ & ‘Word of Mouse’ Feedback

Module Two - Communication � Barriers to Effective Telephone Communication � Rapport Building Techniques � Left Brain/Right Brain Principles � Using the Right Words � Enunciation, Inflection & Emphasis

Module Three - Call Handling � The Steps to Handling Calls Successfully � Preparation � Making a Positive First Impression � Identifying the Callers Needs � Questioning Techniques � Keeping the Caller Informed � Last Impressions � Messages & Follow Up Actions

Module Four - Behavioural Styles � The Behavioural Matrix � The 4 Behavioural Styles � How the 4 Types Vocalise

Module Five - Difficult Callers � What Makes People Difficult � Why We Lose Control � Taking Responsibility to Fix the Problem � The Do’s & Don’ts � Angry Caller Types � Handling Angry & Difficult Caller Types

Module Six - Essential Skills & Etiquette � The Correct Process & Protocols in your business � Review of Best Practice




Suitable For:This programme is suitable for those looking to develop positive service skills for dealing with people over the telephone.

Learning Outcomes:Delegates will discover how to make a positive first impression by communicating effectively, relay messages quickly and efficiently and use a variety of questioning and listening techniques. They will learn how to deal with problem callers, staying in control and providing the best level of service possible.

Maximise Your Time - Get More Done

Module One - Concepts & Principles

� What is Time Management? � Symptoms Something is

Wrong � Efficiency Vs Effectiveness � Time is Money � The 80:20 Rule � What are you Trying to

Achieve? � Setting Goals & Objectives � Working Smarter not Harder

Module Two - Prioritising Your Workload

� Planning Disciplines � Master Lists, Daily Lists, To Do

Lists � Activity Logs � Analysing your Time � Urgent vs Important � Planning, Scheduling & Habits

Module Three - Assertive Communication

� Overcoming Communication Barriers

� Effective Questioning Techniques

� The Art of Listening � Applying Listening &

Questioning Skills � Assertiveness � Rights & Responsibilities � Styles of Assertion � Eliminating Padding & Using

Core Phrases � Combination Assertion � Responses to Typical

Situations

Module Four - Managing Demands

� Saying “No” to Jobs that Aren’t Yours

� Managing Interruptions � Fix your Phone Calls & Handle

Email � Controlling Your Colleagues &

the Boss � Dealing with Crises � Working Within a Team � Delegating � Time Management for

Meetings

Module Five - Managing Yourself

� Knowing How to Begin � Waiting Time & Transition Time � Set an Example � Clear the Clutter � Practical Time Management

Tips � Action Planning - The Next

Steps




Suitable For:Anyone who considers there are ‘never enough hours in a day’ will benefit from this ‘common sense’ approach to time management.

Learning Outcomes:This course explores how to recognise priorities and effectively plan and schedule your workload. Strategies for coping with common time-wasters and interruptions are addressed, as well as a wide array of time saving techniques for the individual.

Resolving Conflict - Dealing with Difficult Situations

Module One - Understanding Conflict � What is Conflict? � Recognising the Signs � The Phases of Conflict � Adapting Your Approach

Module Two - Self Awareness � DISC Profile Behavioural Analysis � Behavioural Principles � Implications of Behavioural Styles � Your Style Under Different Circumstances � The Johari Window

Module Three - Communication & Interpersonal Skills � Barriers to Effective Communication � Overcoming Communication Barriers � Questioning & Listening Techniques � Non-verbal Communication

Module Four - Handling Everyday Situations � Assertive Behaviour � Passive, Manipulative & Aggressive Behaviour � Using the DESC Script � Expressing Doubts & Disagreement Constructively

Module Five - Skills for Dealing with Conflict � Constructive & Destructive Behaviours � Positive & Negative Feedback � The Strategies to Adopt

Module Six - Make Yourself Stress Resistant! � Simple Behavioural Changes � Relaxation Techniques for the Workplace � Action Planning




Suitable For:This course is suitable for all those who want to improve their understanding of stress and enhance their ability to manage conflict situations.

Learning Outcomes:To understand the implications of different behavioural styles in both normal and conflict situations to produce win/win outcomes by utilising key communication techniques.

Use Your Influence - Achieve Goals

Module One - Understanding Influencing � What Influencing Is & What It Is Not � The 10 Influencing Styles People Use � The 4 Behaviours of the Influencing Process

Module Two - Self Awareness � DISC Behavioural Analysis � Implications of Personality Styles � Knowing Your Style Under Normal & Pressure Circumstances

Module Three - Communication & Interpersonal Skills � Developing & Maintaining Rapport � Influential Body Language � Using Voice Tone to Underpin What is Said � Listening Habits that Facilitate Influencing � Using Questioning to Influence

Module Four - Influencing Behaviours � Planning to Influence - Power of Preparation � Using the Situational Influence Approach � Balancing the Use of the Push and Pull Styles in a Variety of

Situations � The Circle of Concern and the Circle of Influence

Module Five - Being Participative & Persuasive � Awareness & Acceptance of Others’ Needs � Using Reasoning, Facts & Logic to Support a Position � Persuasive Probing to Gain Agreement � Bridging Techniques to Keep Other People on Your Wavelength � Constructive Feedback & Challenging Views Positively � Disengagement to Allow Influencing in a More Productive Manner




Suitable For:Individuals who wish to improve their influencing skills when interacting with their colleagues, their line managers, business partners or customers.

Learning Outcomes:This course encourages delegates to step outside the comfort zone of their natural style and practise new ways of influencing. At the end of the course delegates will:

� Be aware of their own approach and how that is seen

� Understand influencing as part of an overall communication process

� Choose different influencing techniques for various situations

� Apply the process of influencing with different individuals and circumstances

� Plan for different situations and choose the suitable approach

Manage Meetings - Meet the Agenda

Module One - Planning & Preparation � Meeting Preparation � The Critical Path to Successful Preparation � Understanding & Setting the Objectives � Choosing the Right Type of Meeting

Module Two - Meeting Facilitation � Selecting & Inviting Participants � Setting the Agenda � Managing Expectations & the Environment � Establishing Facilitation & Control � Handling Team Briefings

Module Three - Controlling the Meeting � Setting the Scene � Running a Meeting - Positive vs Negative � Maintaining Control � When Time Runs Out � Understanding Group Behaviour � Tone of Voice & Non-verbal Communication � Encouraging Open Discussion & Agreement

Module Four - Managing Difficult Situations � Dealing with Negative & Awkward Situations � Getting the Meeting Back on Track � The Types of Participant & How to Handle Them � Using Influencing Skills to Improve Relationships � Reducing Conflict

Module Five - Concluding Meetings � Staying Focused � Ending the Meeting � Following Up




Suitable For:This course is suitable for anyone who needs to chair, manage or participate in meetings on a regular basis. Often meetings are the battlefield of business politics and this course aims to explore meeting dynamics and how to manage meetings and achieve established goals.

Learning Outcomes:By the end of the course delegates will be able to:

� Plan and organise the right types of meeting

� Control meetings and get the most out of all contributions

� Deal with negative or awkward people & situations

� Communicate complex information effectively

� Use words and non-verbal techniques to influence and persuade

Solve The Problem - Find Solutions

Module One - Introduction � Why People Fail to Solve Problems � Skills involved in Solving Problems � Sources of Problems

Module Two - Recognition & Definition � How to Recognise & Define Problems � The Importance of a Process � The Stages of Problem Solving & Decision Making � Defining Causes not Symptoms

Module Three - Sourcing & Validating Information � Identifying Relevant Information � Collecting & Recording Information � Validating Sources � Analysing & Interpreting Information

Module Four - Problem Solving Techniques � SWOT Analysis � Using the Fishbone Model � Using Information to Form Solutions

Module Five - Developing Solutions � Adapting the Mindset – Changing Gear � Past Solutions � Napoleon Techniques � Organised Random Search � The SCAMPER Approach:

y Substitute y Combine y Adapt y Modify y Put to Other Use y Eliminate y Rearrange

� Random Idea Generation

Module Six - Implementation � Matrix Analysis � Force Field Analysis � Scenario Planning � Applying the Right Approach to each Situation � Implementing Solutions




Suitable For:Anyone requiring a robust and transparent approach to resolving problems. The course aims to give people the confidence to deal with problems rather than ignore them or resolve them with ‘quick fixes’. The course focuses on tools and techniques to identify priorities to work on and generate effective solutions that prevent issues recurring.

Learning Outcomes:By the end of the course, delegates will be able to:

� Identify the root cause of problems

� Source and collate information related to the problem

� Generate solutions to problems

� Evaluate and implement possible solutions

� Prioritise issues � Utilise proven practical tools

to support problem solving in the workplace

� Be confident in their own ideas based on a clear process

Effective Business Writing

Module One - The Challenges & Pitfalls of Written Communication

� Barriers to Effective Written Communication � Good Communication Model

Module Two - Preparation & Planning � Key Planning Stages � Know Your Audience & Understand Your Reader � Setting Objectives to Achieve Results � Preparing an Outline

Module Three - The Stages & Structure of Business Writing � The 4 Key Elements of a Document � Writing Strong Starts & Closes � The ABCs of Written Communication

y Accurate, Brief & Clear

Module Four - Image & Impact � Getting the Tone Right � Using the Appropriate Words & Phrases

y Projecting a Positive Message y Passive vs Active Language y Unnecessary Words & Jargon

� Word Power - Writing in Plain English

Module Five - Grammar & Punctuation � Commonly Confused Words � Common Punctuation Problems

Module Six - Written Communication Types � Letters

y Passing on Good News y Requesting Action or Information y Passing on Bad news y Selling an Idea, Product or Service y Responding to Complaints

� Email Do’s & Don’ts � Email Protocols & Etiquette Rules � Reports - An Overview

y Objectives y Structure & Layout

� Proposals




Suitable For:Anyone who needs to communicate more effectively in writing with accuracy, style and impact.

Learning Outcomes:Recognise the challenges and skills of effective written communication. Write clear, concise, well structured business documents, using the appropriate language and correct punctuation and a presentable and stylish layout.

Course Preparation:If possible, it is an excellent idea for delegates to bring examples of the types of written business communication that they will be required to do following their attendance on the course.

Report Writing For Maximum Impact

Module One - Preparation & Planning � Key Steps & ABC Analysis � Report Objectives & Terms of Reference � “Knowing Your Audience” � Outlining Content � Organising & Structuring Arguments � The 4 Key Sections � Additional Report Sections

Module Two - Image & Impact � Creating a Professional Image � Using the Right Words & Phrases � Projecting a Positive Message � Passive vs Active Language � Unnecessary Words & Jargon � Informal vs Formal Words

Module Three - Drafting the Report � Making it Readable � Punctuation Good Practice � 5 Step Drafting Technique

Module Four - Proofreading & Editing � Checking & Amending � Techniques for Proofreading � Commonly Confused Words




Suitable For:People who need to write effective, well structured reports. Appropriate for both those new to report writing and also those who want to polish their technique. The course looks both at the mechanics of writing reports and at recognised professional writing techniques.

Learning Outcomes:To furnish delegates with the skills to plan, structure, draft and edit effective, readable and professional reports using plain English techniques.

Course Preparation:If possible, it is an excellent idea for delegates to bring examples of the types of written reports that they will be required to create following their attendance on the course.

Take Meaningful Minutes

Module One - Preparation for the Meeting � Administration for the Meeting � Meeting Documentation � Different Styles of Agenda � The Cycle of a Meeting

Module Two - During the Meeting � The Role of the Minute Taker � Positioning � Identifying the Participants � Setting Ground Rules � What to Minute & What Not to Minute

y Recording Motions & Actions y Clarifying Understanding y Note Taking Tools

� Group Dynamics & Working with the Chair � Listening & Summarising Techniques � Minute Taking Practice

Module Three - Writing the Minutes � Types of Minutes � Styles of Writing � Word Power � Tone � Rules for Writing in ’Plain English’

Module Four - Effective Meetings � 6 Tips for Effective Meetings � Golden Rules to Follow

Module Five - Non-verbal Communication � The Art of Listening through Your Eyes � Groups & Body Language � Conversational Gestures

Module Six - Summary � 10 Top Tips � Final Checklist




Suitable For:This course has been designed to enable delegates to understand and practise the skills needed for producing accurate and effective minutes of meetings, conferences or presentations.

Learning Outcomes:This course will show delegates how to develop an appreciation of the importance of preparing for meetings, practice improving listening skills, gain an understanding of what needs to be recorded, practice taking down notes and looking at how to produce the final professional document.

Course Preparation:If possible, it is an excellent idea for delegates to bring examples of the types of written minutes that they will be required to do following their attendance on the course.

Telephone Sales - Succeed & Overcome

Module One - Introduction � Key Components for Success

on the Telephone � Create a Positive First

Impression � Developing a Customer

Orientated Approach � Use a Hook � The Sales Cycle � The Motive for Making the Call � Make Each Call Count

Module Two - Communication

� Barriers to Effective Communication

� Three Essential Elements to Communication

� Techniques for Building Rapport

� Insightful Questioning � Obtain Core Information � The Information Funnel � Active Listening

Module Three - The Buying Process

� Knowing Why People Buy � The Decision Making Process

Module Four - Approach & Strategy

� Plan a Call & Enquiry Response

� How to Work with Gatekeepers � Making Appointments Over the

Telephone � The 4 ‘E’s - Effective

Telephone Sales Strategy y Establish - The Climate To

Talk y Explore - Questioning to

Establish Needs y Embellish - Match Benefits

to Needs y End - Secure Commitment

� Pitch Your Solution � Develop a Problem Solving

Approach

Module Five - Skills & Techniques

� Anticipating & Dealing with Objections

� Tips for Handling Resistance & Objections

� Recognising Buying Signals � The Trial Close � Closing a Call to Secure

Business � Techniques to Up-Sell or

Cross-Sell a Customer � Following-up Potential New

Business Enquiries



Suitable For:Sales, marketing and customer service professionals who would benefit from gaining an insight into how the telephone can be used as a significant sales and revenue generation tool.

Learning Outcomes:At the end of the course delegates will be able to:

� Plan and prepare for outbound sales calls

� Respond effectively to incoming calls and recognise sales opportunities

� Use a range of techniques to develop more & better quality business from existing customers

� Overcome gatekeepers and obtain vital information

� Apply a structured outbound sales process to develop prospects

� Be able to review and adjust personal call performance

This workshop will incorporate formal input, discussions, interactive activities and recorded role-play scenarios.

Key Account Management - Maximise Opportunity

Module One - The Customer Management Mix � What is Account Management? � What Makes an Effective Account Manager? � Overview of the Account Management Cycle

Module Two - Managing the Customer Relationship � Making Positive First Impressions � Barriers to Effective Communication � Techniques for Building Rapport � Effective Questioning Techniques � The Information Funnel � Active Listening � Non-verbal Communication

Module Three - Account Management � Understanding the Decision Making Unit � Account Plans & Contact Strategies � Account Penetration � Identifying Opportunities � 4 Styles of Customer Behaviour � Influencing Customer Behaviour � Matching the Solutions to the Needs � Maintaining Customer Records

Module Four - Business Development � Developing Repeat & Future Business � Successful Account Networking � Other Referral Methods



Suitable For:This programme is suitable for sales professionals who would benefit from applying step by step strategies for generating increased revenue from existing customers. Survival in today’s market place does not depend on price alone. Learn how to differentiate yourself and your products and services, maximising sales opportunities by increasing customer account penetration.

Learning Outcomes:By the end of the course delegates will have explored techniques for influencing prospects in order to win and retain business and will have investigated how to:

� Increase sales volumes and key account business

� Encourage key decision makers to make their decisions

� Develop strategies for managing “difficult” and “demanding” client behaviour

� Engage and compel key customers to buy

New Business Development - Generate Sales

Module One - Introduction � Key Components for Success � Developing a Customer Orientated Approach � Self-Concept - The Master Approach to Top Performance

Module Two - The Sales Process � The Sales Cycle & Using the Sales Funnel � The Multi-Call Sales Process & the Importance of Each Stage � The 4 Types of Sales Call � Planning for the Call

Module Three - The Buying Process � Knowing Why People Buy � The Decision Making Process

Module Four - Customer Relationships � Getting Accepted & Building Relationships � The Conditional Close to Confirm Commitment

Module Five - Approach & Strategy � Using the Questioning Funnel � The 3 Types of Benefits that Deliver Solutions � The 4 ‘E’s - Effective Sales Strategy

y Establish - The Climate To Talk y Explore - Questioning to Establish Needs y Embellish - Match Benefits to Needs y End - Secure Commitment

� Seeking Agreement & the Trial Close � Pitching Your Solution

Module Six - Objection Handling � Overcoming the 8 Types of Objection � Negotiating for Mutually Beneficial Results � The 10 Requirements to Gaining Commitment

Module Seven - Managing Accounts � Seeking Referrals & Confirming Next Steps � Techniques to Up-Sell or Cross-Sell a Customer � Following-up Potential New Business



Suitable For:This course is suitable for Sales, Marketing and Customer Service professionals who need to understand the sales process and utilise a range of techniques to generate new business, develop customer relationships and penetrate customer accounts.

Learning Outcomes:At the end of the course delegates will:

� Understand the sales process, why people buy and recognise buying signals

� Be able to plan and prepare for outbound sales calls


� Be capable of using a range of techniques to develop more business from existing customers

� Understand how to overcome gatekeepers and use various questioning techniques to obtain vital information

� Be able to apply a structured approach to developing business using up-selling and cross-selling techniques

Delight the Customer - Telephone Service Excellence

Module One - Introduction � How Do We See Customer

Service � The Cost of Good & Bad

Customer Service � The Value of Exceptional

Customer Service � The Impact of ‘Word of Mouth’

& ‘Word of Mouse’ Feedback

Module Two - Communication

� The Johari Window � Barriers to Effective Telephone

Communication � Rapport Building Techniques � Left Brain/Right Brain Theory � Using the Right Words � Enunciation, Inflection &

Emphasis � The Art of Active Listening

Module Three - Call Handling � The Steps to Handling Calls

Successfully � Preparation � Making Positive First & Last

Impressions � Identifying the Callers Needs � Effective Questioning

Techniques � The Information Funnel � Keeping the Caller Informed � Follow Up Actions

Module Four - Angry & Difficult Callers

� Why We Lose Control � Taking Responsibility to Fix the

Problem � The Do’s & Don’ts � Angry Caller Types � Handling Angry & Difficult

Caller Types

Module Five - Complaint Handling

� Identifying & Exceeding Expectations

� Realistic, Honest Solutions � Defusing a Crisis � Turning Dissatisfaction into

Satisfaction � The Triple A Approach � Acknowledge, Assess,

Alternatives � The “Can-Can” Method � Acknowledge, Can Do, What to

Say Instead of No � Essential Skills & Etiquette




Suitable For:This course is designed for individuals dealing with customers over the telephone on a day to day basis. It is appropriate for those looking to develop positive customer service skills and handle complaints and difficult situations over the telephone effectively.

Learning Outcomes:Delegates attending this course will discover how to improve communication and effectively engage, understand and resolve customer questions, issues and problems using a variety of questioning and listening techniques. They will learn how to deal with complaints and difficult callers, whilst staying in control and providing the best level of service possible.

Delight The Customer - Exceptional Customer Service

Module One - Introduction � How Do We See Customer Service � The Cost of Good & Bad Customer Service � The Value of Exceptional Customer Service � The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback

Module Two - Communication & Interpersonal Skills � The Johari Window � Creating a Positive First & Last Impression � The Barriers to Effective Communication � Overcoming Barriers to Communication � The Art of Listening � Effective Questioning Techniques � The Information Funnel

Module Three - Developing Your Skills � Identifying & Exceeding Customer Expectations � Techniques for Building Rapport � Building & Maintaining Effective Relationships � Giving & Receiving Information � Verbal & Non-Verbal Communication

Module Four - Difficult Customers � Why We Lose Control � Taking Responsibility to Fix the Problem � Turning Negative Situations into Opportunities � Angry Customer Types � Handling Different Customer Types

Module Five - Problem Solving � Realistic, Honest Solutions � Agreeing Timeframes � Problem Solving Techniques




Suitable For:This course is suitable for anyone who has regular contact with “customers” in face-to-face situations and would like to understand and improve their service skills.

Learning Outcomes:The course will allow delegates to understand their own and others’ behaviour in order that they can engage, interact and communicate with customers and colleagues effectively.

Negotiating The Right Result

Module One - Introducing Negotiation � The 4 Rules of Negotiation � The Point of Balance � Negotiation Strategies � Broad Front � Deep Penetration � Different Types of Negotiation � Positional � Principled � Situational � The Key Skills of an Effective Negotiator

Module Two - The Stages of Negotiation � Preparation & Objectives � Establishing the Climate � Exploration � Bidding � Bargaining � Settling & Ratifying

Module Three - Behavioural Influencers � Barriers to Achieving a Successful Outcome � Rapport & Body Language � Verbal & Non-verbal Communication � The Art of Listening

Module Four - Negotiation Skills � Probing Questioning � Techniques Used in the Questioning Process � Listening, Responding & Body Language � Compelling Suggestions & Proposals � Testing Offers & Gaining Agreement � Behavioural Responses to Negotiation � Individual & Team Negotiation

Module Five - Outcomes & The Right Result � Using Acceptance Time Strategically � The Principles of Negotiation � Key Tactics of Negotiation

Duration: 2 Days



Suitable For:This course is suitable for anyone involved in negotiation as part of their role who needs to develop their skills in persuasion and influencing to achieve the optimum outcome or result.

Learning Outcomes:This course explores the skills needed for powerful and effective negotiation on both an individual level and in teams. Delegates will identify and develop strategies, explore bargaining skills and learn how to structure a negotiation, using techniques intended to achieve the best possible results.

AAT Essentials - Finance for Non-Finance

Statement of Financial Position & Income Statement Account

� Assets & Liabilities Explained: y Current & Non-Current Assets y Current & Non-Current Liabilities

� Business Equity for Sole Traders & Limited Companies � Income & Expenditure - Profit & Loss � Income Statement Account for Sole Traders & Limited Companies � Determining Profit & Profit Quality � Reporting Financial Information

Financial Analysis � Identifying Parameters for Analysis � Ratio Analysis & Calculating Ratios � Profitability Ratios:

y Return on Capital Employed y Gross Profit Margin y Profit for the Year/Period

� Liquidity Ratios: y Current Ratio y Quick Ratio

� Efficiency Ratios: y Non-Current Asset Revenue y Stock Holding Period y Trade Receivables Collection Period y Trade Payables Payment Period

� Limitations of Ratio Analysis

Overview of Controlling Cash � The Importance of Cash � Cash Flow vs Profit � Budgeting for Sufficient Cash � Getting Customers to Pay Quicker?

Overview of Budgets � What is a Budget? � How do Budgets Help Businesses? � Using Budgets to Manage � Interpreting Budget Data

Duration: 1 Day



Suitable For:Suitable for managers and administrators with existing financial knowledge who are looking to develop a better understanding of common financial terms and conventions in order to make better use of financial information.

Learning Outcomes:This interactive course combines formal content, workshop activities and individual exercises, taking a practical, pragmatic approach to financial matters. It also demystifies the jargon, conventions and formats of accounting.At the end of the course delegates will have explored; key financial language and the fundamentals of financial statements, key financial documents used in business, interpreting the information in financial documents, and use it to manage day-to-day business activity.

Certification:Each participant will receive an AAT accredited certificate following this course.

AAT Essentials - Budgeting

Simple budgeting aids planning and enables businesses to monitor their performance and keep an eye out for danger signs. This course helps delegates prepare budgets, learn how to make informed budgeting decisions and effectively communicate financial information.

Why Budget? � What a budget is and when to budget � Why businesses complete budgets

Operational Budgets � Component parts of an operational budget � What an operational budget looks like � Sources of information for figures � Factors that influence figures � The scope of an operational budget � How to calculate figures for an operational budget

Cash Flow Budgets � Component parts of a cash flow budget � What a cash flow budget looks like � Sources of information for figures � Factors that influence figures � How to calculate figures for a cash flow budget

Using Budgets to Manage & Control the Business � The budgeting process � The importance of completing budgets � How to use budgets

Duration: 1 Day



Suitable For:All AAT Essentials courses are ideal for business professionals or business owners who do not have an accounting or financial background who need to make informed budgeting decisions.

Learning Outcomes:By the end of the course delegates will be able to prepare budgets, make informed budgeting decisions and effectively communicate financial information (for example, to business partners or the bank).

Certification:Each participant will receive an AAT accredited certificate following this course.

Step Up - The First Time Manager

Module One - Role Assessment & Personal Development Planning

� Roles & Responsibilities � The Framework of

Management � Personal Development Needs

& Planning � Self Awareness � The Johari Window

Module Two - Effective Communication

� Barriers to Effective Communication

� Overcoming Communication Barriers

� Questioning & Listening Techniques

� The Information Funnel

Module Three - Communication Styles

� 4 Colour Communication Styles

� Using Listening & Questioning Skills to Problem Solve

� Establishing Rapport

Module Four - Assertive Communication

� Passive vs Assertive vs Aggressive

� Using the DESC Script � Positive & Negative Feedback � Expressing Doubts &

Disagreement Positively

Module Five - Managing Yourself

� The Management Wheel � Communicating, Planning,

Organising, Directing, Controlling, Reviewing

� Planning Tools & Techniques � Analysing your Time &

Implementing Changes � Dealing with Time Stealers &

Interruptions

Module Six - Delegation � Why Delegate? � The Art of Delegation � 5 Step Process to Delegation

Module Seven - Team Building

� Understanding Team Dynamics � Balancing Skill Sets � Allocating Roles with Teams � Key Factors in High Performing

Teams � 9 Rules for Building Effective

Teams � Empowering the Team

Module Eight - Managing Your Team

� Using the Appropriate Management Style

� Influencing Styles � Managing Performance � Setting Expectations � Defining Roles &

Responsibilities � Setting SMART objectives � Motivating Individuals & the

Team

Duration: 2 Days



Suitable For:Anyone new to a management or supervisory role or who is already in such a role and has not yet received any formal training.

Learning Outcomes:The course investigates the role and responsibilities of a manager in today’s business environment and explores the skills needed to communicate effectively, focusing on time management, delegation and influencing strategies and the implementation of activities and the behaviours that create and develop effective teams.

Follow My Lead - Inspire The Team

Module One - What is Leadership? � The Definition of Leadership � The Role of a Leader � Leading vs Managing

Module Two - Behavioural Analysis � DISC Behavioural Analysis � Behavioural Principles � Implications of Personality Style � Your Style Under Normal & Pressure Circumstances � The Johari Window

Module Three - Communication & Influencing � Barriers to Effective Communication � Non Verbal Communication � Establishing & Building Rapport � The Art of Listening � Positive Disagreement � Giving Feedback, Criticism & Praise

Module Four - Developing Your Leadership Style � Vision & Goals � Leadership Models - Situational & Contingency � Adaptation of Leadership Styles

Module Five - Team Dynamics � Roles & Priorities Within the Team � Stages of Team Formation � Managing Upwards � Team Effectiveness in Meetings � Team Role Analysis

Module Six - Motivate Your Team � Motivational Approaches � Resistance & Conflict � Motivating through Change � Motivational Strategies for the Team

Duration: 2 Days



Suitable For:This programme is suitable for Managers managing both large or small teams who already have experience of tasks such as setting team and individual objectives, delegating and monitoring daily performance.

Learning Outcomes:The course moves on from the skills covered on The First Time Manager programme and explores leadership styles, what motivates different personality types, the importance and use of good communication skills and how to effectively build, lead and motivate team members.

Keep It On Track - Successful Project Management

Module One - Introduction � What is a Project? � What is Project Management? � The Project Managers Role � Project Control Variables � Why do Projects Fail? � Achieving Project Excellence � The Four Stage Project Life Cycle

Module Two - Concept & Definition � Project Organisational Structures � The Matrix Organisation � The Project Board � Roles & Responsibilities � Defining the Project Objectives � Feasibility Studies � Creating a Business Case

Module Three - Planning � A Step by Step Approach to Planning � Work Breakdown Structures � Network Planning � Precedence Networks � Time Analysis & the Critical Path � Milestones � Resource Planning � Estimating Techniques; Time & Cost & PERT � Contingency & Risk Management � Identify, Quantify & Prioritise � Risk Management Plans � Project Communication � Quality Planning & Agreed Deliverables

Module Four - Implementation � Control & Reporting � Managing & Controlling Change � Monitoring Earned Value

Module Five - Completion & Evaluation � Concluding the Project � Project Review

Duration: 2 Days



Suitable For:This programme is suitable for those who manage projects now or who will do so in the future. It reviews a variety of approaches to project management.

Learning Outcomes:The course has been designed to take delegates from pre-planning, through setting objectives, task management, planning resources and budgets, record keeping through to post-project evaluation. The tools and techniques explained in this program can be applied to all project types of any scope.

Collaborative Coaching - Unlock Potential

Module One - Introduction � What is Coaching? � Coaching for Awareness & Responsibility � Recognising Opportunities � The Qualities of a Coach � Coaching Styles - Directive, Confrontational, Collaborative � The Role of the Manager as a Coach � Barriers to Coaching

Module Two - The Coaching Process � The GROW Model & the Coaching Path � Setting SMART/PURE/CLEAR Goals & Objectives

Module Three - Coaching in Practice � Learning Styles and their Use � Matching Methods to Styles � The Learning Cycle � Different Ways of Processing Information � Why Adults Learn � The Coaching Skills Tool Box

y Tool 1 - Rapport y Tool 2 - Asking Questions y Tool 3 - Engaging & Interacting y Tool 4 - Listening y Tool 5 - Giving Supportive Feedback

� Making the Coaching Process Your Own

Module Four – Coaching Teams � The Tuckman Model � How is Coaching Teams Different?

Module Five - Managing the Coaching Process � Observing Outcomes & Two Way Feedback � Notes & Documentation � Handling Difficult Coaching Situations � Making the Coaching Process Your Own

Duration: 1 Day



Suitable For:This course is designed for Supervisors, Managers and others who are responsible for improving the performance and development of their team or others within their organisation.

Learning Outcomes:This course introduces recognised coaching concepts and aims to prepare delegates to boost morale, productivity and opportunity for others by focusing on developing a supportive and collaborative workplace environment.

Restructure, Regroup, Rebuild - Implement Change

Module One - Stress & Self Awareness � What Is Stress? � The Causes of Stress & How it Manifests Itself � Recognising the Signs � Strategies to Adopt � DISC Behavioural Analysis & its Implications � An Individual’s Ability to Cope with Pressure in a Range of Different

Situations

Module Two - Change & Stress � What Is Change? � Leadership to Initiate & Maintain Change � The 3 Stages of Organisational Change � The Effects of Change

y The Impact on Individuals y Team Dynamics y Management Challenges

Module Three – People & Change � Obtaining Organisational Commitment � People & Their Ability to Change � Overcoming Resistance � Transition - Establishing Trust & Commitment � Planning for Communication Again & Again � Stabilising the Situation

Module Four - Supporting & Motivating Others � The Effect our Approach has on Others � Handling Negative Behaviours & Attitudes Constructively � Managing Difficult Situations for Positive Outcomes � Develop Positivity & Maintain Motivation

Module Five - Moving Forward � Reframing & Rebuilding Relationships � Recognising the Challenges and Supporting Others Going Forward � Planning & Communication for the Future

Duration: 1 Day


Suitable For:This programme is designed specifically for Senior Managers, responsible for introducing and implementing change in a challenging economic environment.

Learning Outcomes:Delegates are introduced to a range of tools and techniques used to bring about and implement change, whilst considering the impact, health and personal well being of the workforce, including the causes of stress and how stress manifests itself on different individuals. At the end of the course delegates will:

� Understand the impact of change on the organisation and individuals

� Be aware of what stress is, what the causes are, how to recognise it and the potential effects.

� Have explored techniques to support and motivate the workforce through times of change

� Understand the need for ongoing, positive communication under stressful conditions

Support the Workforce - Manage Change

Module One - Stress & Self Awareness � What Is Stress? � The Causes of Stress & How It Manifests Itself? � An Individual’s Ability to Cope with Pressure in a Range of Different

Situations � The Difference Between Pressure & Stress � Recognising the Signs & Strategies to Adopt � Decision Making & Stress

Module Two - Change & Stress � What Is Change? � When & Why Does Change Occur? � The Effects of Change

y The Impact on Individuals y Team Dynamics

� Continuous Imposed Change � Balancing Change � Communicating Change to Others

Module Three - Maintaining Motivation Through Change � Adapting to Imposed Change � The Cycle of Coping � The Essentials of Self-management � The Effect our Approach has on Others � Overcoming Anxiety & Negativity � Handling Negative Behaviours & Attitudes � Managing Difficult Situations Assertively for Positive Outcomes

y The D.E.S.C Script y Discrepancy Assertion y Avoiding Threats

� Expressing Doubts & Disagreements � The Principles of Workplace Self-Motivation

y Maintaining Motivation Through Change

Module Four - Moving Forward � Simple Behavioural Changes � Make Yourself Stress Resistant

Duration: 1 Day


Suitable For:This programme is targeted at team leaders, supervisors and middle managers who must cope with and manage change in their teams, whilst performing their leadership responsibilities.

Learning Outcomes:Delegates are introduced to a range of tools and techniques used to communicate and adapt to change, whilst considering the effect their behaviour and approach has on themselves and their team. The causes and impact of stress are explored, together with motivational strategies to adopt that drive positive outcomes. At the end of the course delegates will understand:

� The need for change and its importance for themselves, their team and organisation

� What stress is, what the causes are, how to recognise it and strategies to adopt to deal positively with it

� The need for positive continuous communication during times of change

� The significance of personal and team positivity

� Motivational and supportive strategies to apply throughout the process of change

Coaching & Mentoring for Managers

Module 1 - Introduction � Coaching or mentoring? � What is coaching? � What is mentoring � The role of the manager as a coach and mentor � Recognizing opportunities � Barriers to coaching and mentoring

Module 2 - The Principles of Coaching � The benefits of coaching � The key principles � Coaching styles - directive, confrontational, collaborative � 4 Step coaching model � The GROW Model � Other coaching methodologies

Module 3 – The Principles of Mentoring � The benefits of mentoring � A mentee’s expectations � Building and developing relationships � The 3 step mentoring process � Evaluating results and outcomes

Module 4 - Assessing Performance & Setting Goals � The importance of assessing performance � Identifying gaps in performance � Causes of performance gaps � Addressing a performance problem � Identifying potential for development � Setting goals or objectives � The smart principle

Module 5 – Coaching & Mentoring In Practice � Learning styles and their use � The importance of the contracting process � Questioning techniques � Active listening for better understanding � The coaching and mentoring skills tool box � Observing outcomes & two way feedback � Potential coaching and mentoring pitfall

Duration: 2 Days



Suitable For:This course is designed for Supervisors, Managers and others who are responsible for improving the performance and development of their team or others within their organisation.

Learning Outcomes:This course introduces recognised coaching and mentoring concepts and aims to prepare delegates to boost morale, productivity and opportunity for others by focusing on developing a supportive and collaborative workplace environment.

Train the Trainer

Module One - Introduction � What Makes a Good Training Course? � Qualities of Effective Trainers � Training or Coaching

Module Two - Planning & Preparation � Training Needs Analysis � Getting the Environment Right � Anticipating & Avoiding Problems � Continuous Development

Module Three - Methodology � The Learning Cycle � Setting SMART Learning Objectives � Learning Styles � How & Why Adults Learn � Motivating the Self Learning Process � Measuring Learning � Preparing Lesson Plans

Module Four - Delivering Dynamic Training � A Step by Step Approach � Generating Rapport & Maintaining Interest � Using Training Aids � Participative Presenting

Module Five - Delivery Skills � Identifying Learner Expectations � Icebreakers & Energisers � Balancing Telling & Doing � Understanding Training Style Preferences � Running “Hands On” Practical Sessions � Facilitation Skills � Questioning Techniques

Module Six - Effective Communication � Using Your Voice for Maximum Impact � Non-verbal Communication � Module Seven - Disparate Skills & Experience � Mixed Status � Dealing with Luddites � Managing Disruptive Behaviour

Duration: 2 Days



Suitable For:Managers, Team Leaders or Trainers who are responsible for training and coaching on either a one-to-one basis or to small groups.

Learning Outcomes:The course incorporates fundamental coaching and training techniques related to real life practical scenarios and explores learning styles, preparation for delivery and structuring lesson plans.

Course Preparation:During the course, delegates will be required to demonstrate the skills they have learnt by delivering a number of short coaching and training sessions. In preparation for this, please consider the subject areas of the sessions you will deliver before attending this course.

Train the IT Trainer

Module One - Introduction � What Makes a Good Training Course? � Qualities of Effective Trainers � Training or Coaching

Module Two - Planning & Preparation � Getting the Environment Right � Anticipating & Avoiding Problems � Continuous Development

Module Three - Methodology � The Learning Cycle � Learning Objectives � Training Session Introductions � Identifying Learner Expectations � How & Why Adults Learn � Motivating the Self Learning Process � Matching Methods to Styles � Learning Styles � Measurement Tools

Module Four - Effective Communication � Generating Rapport & Maintaining Interest � Using KISS in Explanations & Demonstrations � Overcoming ‘Technofear’ � Dealing with Luddite Attitudes

Module Five - Delivery Skills � Balancing Telling & Doing � Running “Hands On” Practical Sessions � Considerations for Practical Sessions � Keyboard Fiddlers � Technical Problems & System Failure � Minimise Risks & Disruption � Lesson Plans � Coaching & Delivery Techniques � Questioning Techniques

Module Six - Disparate Skills & Experience � The Mixed Status Environment

Duration: 2 Days



Suitable For:Managers, Team Leaders or Trainers who are responsible for IT training and coaching on either a one-to-one basis or to small groups.

Learning Outcomes:The course incorporates fundamental coaching and training techniques related to real life practical scenarios and explores learning styles, preparation for delivery and structuring lesson plans.

Course Preparation:During the course, delegates will be required to demonstrate the skills they have learnt by delivering a number of short coaching and training sessions. In preparation for this, please consider the subject areas of the sessions you will deliver before attending this course.

‘On the Job’ Trainer - Instructional Techniques

Module One - Introduction � The Role and Skills of an ‘On the Job’ Trainer � The ‘On the Job’ Instructional Process � Prepare, Tell, Show, Do, Review � Task Shadowing

Module Two - Learning Principles � What is a Learning Intervention? � The Importance of the Training Cycle � Assessing Existing Skills � Setting SMART Objectives to Transfer Skills & Knowledge � People Learn Differently: � Matching People to the Right Approach � Applying Learning to Practical Tasks � Motivating the Self Learning Process

Module Three - Structuring & Delivering Learning � Instructing in Practical Situations � Providing Guidance on Undertaking New Tasks � Identifying Unrecognised Actions � Recognising Assumptive Knowledge � Imparting Knowledge in Manageable ‘Bite Sized’ Chunks � Understanding ‘Passed on’ Learning � Using Different Methods to Engage the Trainee � Using Questioning to Impart Knowledge & Transfer Skills � Dealing Confidently with a Range of People and Situations

Module Four - Measuring Learning � Checking & Evidencing Understanding � Observation Checklists � Measuring the Success of Practical Tasks � Using the Learning Ladder to Check Attainment � Providing Constructive Feedback to Trainees

Duration: 2 Days


Background:The process of imparting knowledge and passing on practical skills required for operating equipment and machinery in the workplace needs a different approach to other types learning. This course aims to provide delegates with a step by step approach for ensuring people have the required knowledge and confidence to tackle now tasks in an operational environment.

Learning Outcomes:By the end of the course delegates will be able to:

� Explain why & how people learn differently and match learning approaches to different people.

� Set out clear, measurable objectives for training and coaching.

� Prepare and deliver skills and knowledge based training in the workplace.

� Use clear instruction and coaching tools to facilitate on the job learning

� Assess and review progress in relation to specific tasks

� Give positive and constructive feedback whilst coaching and training.

Energise Your Presentations - Deliver Impact

Module One - Planning & Preparation � The Secrets of an Effective Presentation � Establishing Clear Aims & Objectives � Audience Focus � Resources, Venue & Equipment � Anticipating & Avoiding Problems

Module Two - Research & Selecting Material � What to Include & What Not � The Hook � Mind Mapping

Module Three - Structuring Your Presentation � The Beginning, Middle & End � The Importance of Focused Content � BOMBER B Model

Module Four - Putting It Across � Design Image � PowerPoint Tips & Tricks � The Things Audiences Love � Creating Interesting Material

Module Five - Delivering With Impact � Non-verbal Communication � Inspiring Confidence � Saying it Loud & Clear � Techniques for Overcoming Nerves � Reading the Audience � Handling Questions

Action Planning & Checklists

Duration: 2 Days



Suitable For:This course is suited to individuals who need to deliver formal presentations to both small groups or large audiences.

Learning Outcomes:The course will furnish delegates with the skills to plan, prepare and structure stimulating and engaging presentations and deliver them using a wide range of verbal and non-verbal communication techniques to maintain audience interest.

Course Preparation:During the course, delegates will be required to demonstrate the skills they have learnt by delivering a presentation to last approximately 3-5 minutes. In preparation for this, please prepare a presentation, with a subject matter of your choosing, and bring the presentation with you to the course.

Appraise The Workforce - Improve Performance

Module One - Introduction � What is Assessing Performance � The Importance of Performance Appraisals � Benefits for the Manager, the Individual & the Organisation � What is an Appraisal & What is Not

Module Two - Preparation & Process � Planning, Logistics & Pre-Meeting Preparation � Appraisal Documentation � 360 Degree Feedback � Competency Frameworks & Models � Structuring Appraisals � Content & Structure of Appraisals � Appraisal Meeting Preparation Checklist

Module Three - Delivering Appraisals � Conducting a Performance Appraisal � Competencies & Their Importance � Skills, Knowledge, Social Role, Traits, Motive � When Performance Requires Improvement � Addressing Performance Problems � 4 Step Plan � Performance Issue Strategies � Performance Improvement Plans � Developing Goals & Actions � SMARTER Goals & Objectives � PDP’s, PIP’s & Training & Development � Recording & Closing the Meeting

Module Four - Interpersonal Skills � The Johari Window & the BOOST process � Key Interviewing Skills � Effective Questioning Techniques � Providing Positive & Negative Feedback � Evidential Feedback � Summarising & Follow Up

Duration: 1 Day


Suitable For:Those who need to prepare, deliver or manage well structured, documented appraisal programmes.

Learning Outcomes:The course explores the tools that can be used in preparing for and structuring appraisals, including how to agree, set and monitor clear, measurable objectives. Delegates will learn how to recognise and address performance problems and offer positive and negative feedback with supporting evidence. By exploring the use of competencies they will be able to plan and support ongoing staff development.

Mental Health Awareness

The Difference Between Mental Health and Mental Illness � Distinguishing between mental health and mental illness

The Stigma and Discrimination Associated with Mental Distress

� Labelling � Stigma and barriers

The Common Conditions � Conditions and classifications

Anti-Social Behaviour � Associations to anti-social behaviour � Categories of anti-social behaviour

Working with Service Users � Recommendations for satisfactory working with mental health service

users

Local and National Support Services � Steps for networking with local agencies � Addressing stigma and reassuring � Local and general organisations

Duration: 1 Day


Suitable For:To provide delegates with an understanding of mental health issues with special reference to issues of antisocial behaviour and social housing.

Learning Outcomes:By the end of the course delegates will have an increased knowledge and understanding of mental health issues, based on the perspective of those who experience mental distress.

Drug & Alcohol Awareness

Drug & Alcohol Overview � Overview of use in the UK � Main drugs in use � UK drug use trends

Drug Use � Impairment & Performance Effects � Legal Status � Classifications

Recognising Drug & Alcohol Use � Signs & Symptoms � Patterns of Behaviour

Legal Highs � Legislation � Impact on Workplace Policies

Alcohol Use � The Facts � Calculating Alcohol Decay Rates

Health & Safety Impacts

Duration: 1 Day


Suitable For:Any employee wishing to develop an awareness of alcohol and drug use in the workplace and beyond.

Learning Outcomes:By the end of the course, delegates will:

� Have an understanding of the physical and behavioural signs and symptoms of drug and alcohol use

� Know how to calculate alcohol decay rates.

� Recognise patterns of behaviour that may indicate drug or alcohol use

� Be able to recognise the main drugs of choice and the ways in which they are taken

How to Manage Stress in Everyday Life

Most jobs will have some pressure and this is what challenges us and gives us the stimulation to achieve job satisfaction. This sort of pressure is healthy and helps us do a better job, but in some cases that pressure goes beyond what is stimulating into what becomes toxic. This course looks at the how to cope with those pressures, both at home and at work, to give a well-rounded person confident to respond to any issues put before them.

Module One – Understanding Stress � What is stress � Stress disorders and theories � Stress management and psychology � The nature of unhealthy stress at work � Habits to manage stress

Module Two – Recognizing the Stress Indicators � Identify your triggers � Managing our time at work � Recognizing stress � Avoid overreacting to pressures, anxiety, depression and fear � Coping with stress � Building mental fitness

Module Three – Ways to Manage Stress Better � The impact of stress on the team � Skills for achieving a personal balance at work � Effective management of the priorities and demands on your time � Communication skills to diffuse upsets and conflict � Developing a preventative rather than a remedial approach to

problems � Attitudes and beliefs which will actively promote improved

performance � Understand the importance of the whole person

Module Four – Finding Happiness & Reduced Stress � Five ways that people live their lives � Where does happiness come from � Ways to bring happiness and fulfilment into every day life

Duration: 1 Day



Suitable For:This course is designed for anyone who finds workplace pressure is excessive and feels inadequate or unable to cope with the resultant stress.

Learning Outcomes:This course enables delegates to understand the processes which will make them more effective and increase their confidence and sense of achievement.

Half Day Bite Sized Business Skills Workshops

Interpersonal DevelopmentManaging Meetings for Better Results

Planning & Prioritizing for Improved Performance

Being Assertive in any Situation

Handling Critical Conversations with Skill & Diplomacy

Managing Others & Delegating to Get More Done

Handling Daily Interruptions & Saying ‘No’ Responsively

How to Communicate Better in any Situation

Handling Difficult People & Situations

Ways to Influence Others for Better Outcomes

Inside Black Box Thinking

The Power of Non-Verbal Cues & How to Manage Them

People DevelopmentPresenting with Power & Passion

The Appraisal Process & Approach to Teams

Work Life Balance for Individuals

Presenting to Boards for Successful Results

The Basic Principles for Successful Results

An Introduction to Value Stream Mapping

Business WritingBetter Business Emails & Reports

How to Make Effective Notes at Meetings

Management DevelopmentCoaching Techniques for Individuals & Teams

Mentoring for Managers & Team Leaders

Giving Feedback for Improved Performance

Understanding Accounts (P&L and Balance Sheets)

Problem Solving Sales Techniques

Managing Remote Teams

Ways to Identify Potential Problems

How to Generate New Ideas

Decision Making & Finding Solutions

Understanding & Planning for Change

Budgeting Processes & How to Manage Them

Disciplinary Interviewing Skills

Interviewing Skills for Better Selections

Commercial DevelopmentImproved Customer Service over the Telephone

The Secret of Really Good Face to Face Customer Service

How to Overcome Sales Objections

Select Any Two Bite Sized Courses for £1,295 Per Day

Managing Meetings for Better Results - Bite Sized

� Meeting Preparation � The Critical Path to Successful Preparation � Understanding & Setting the Objective(s) � Choosing the Right Type of Meeting � Selecting & Inviting Participants � Managing Expectations & the Environment � Facilitation & Control � Running a Meeting: Positive vs. Negative � Setting the Scene � Keeping Control � Understanding Group Behaviour � Tone of Voice & Body Language � Dealing with Negative Behaviour & Awkward Situations � Encouraging Open Discussion & Agreement � Ending the Meeting � Follow Up


Price Per Day: £1,295(For any 2 Bite Sized courses)

Learning Outcomes:At the end of the course participants will be able to:

� Plan meetings for the specific people and circumstance prevailing

� Understand how to control meetings and get the most out of all contributions

� Relate effectively to other people and be prepared for negative attitudes

� Use words and body language to communicate and persuade

� Communicate complex information effectively and check understanding

� Demonstrate empathetic listening skills and reflect concerns

Planning & Prioritizing for Improved Performance - Bite Sized

� Evaluating how time is used currently

� Planning and setting priorities to meet deadlines

� The behaviours that use time inefficiently and cost money

� The importance/urgency matrix

� Managing appointments and planning their use

� Handling interruptions and controlling requests

� Be able to save time and complete projects on schedule

� Delegation for an improved performance




� Use a time management system effectively

� Prioritise key areas of activity. � Avoid procrastination and

make better decisions � Delegate and plan more

efficiently. � Know how to say ‘no’ without

feeling guilty � Organise and plan more

efficient meetings

Being Assertive in any Situation - Bite Sized

� Difference between Assertion & Aggression

� The Barriers to Effective Assertive Communication

� Assertive, Indirectly Aggressive

� Aggressive & Passive Behaviour

� Body Language to set the Scene & Facilitate Persuasion

� Using Positive Language & Tone of Voice

� Effective Listening for Different Situations

� Saying ‘No’ Responsively

� Using the Techniques to Stay Cool & Rational Under Pressure

� Diffusing Situations Effectively

� Understanding the Other Person’s Point of View




� Differentiate between assertiveness and other types of behaviour

� Handle difficult situations and people effectively

� Practice using assertive behaviour

� Learn to say ‘No’ but still be effective

Handling Critical Conversations with Skill and Diplomacy - Bite Sized

� Why “Critical Conversations” are, In Fact, so Important to our Relationships – Whether they are Personal or Business

� How Making Improvements To How We Approach And Frame These Conversations Can Be Literally Life-Changing

� Different Types Of Conversation And How We Often Express Things To Our Disadvantage, Both Verbally And Non-Verbally

� How We Can Create And Plan For These Controversial And Often Emotional Conversations

� Ways To Ensure That Ideas Find Their Way Into The Pool Of Shared Meaning

� How To Create An Environment In Which Everyone Involved Feels Able To Share Their Facts, And Their Perspectives

� A Model Of Behaving Will Be Outlined With A Range Of Tools To Help People Build Acceptance Rather Than Resistance, Speak Persuasively Not Abrasively

� To Resolve Disagreements Respectfully And Candidly Whilst Promoting Teamwork, Commitment And Conviction




� Identify the different types of critical conversation

� Recognise the signs of conflict

� Know techniques for handling them

� Understand the power of non-verbal communication,

� Be able to use effective questioning and listening techniques

� Know how to create and plan for these conversations

� Make sure that all relevant ideas find their way into the pool of shared meaning

� Establishing an environment in which the other person or persons feel comfortable sharing their opinions, their facts, and their perspectives.

Managing People & Effective Delegation - Bite Sized

� The four situational leadership styles

� Commitment to measured objectives at all level

� Overcoming barriers to communication.

� Verbal and non-verbal behaviour in influencing people.

� Advantages of delegation - when and how to delegate

� Saying ‘no’ without feeling guilty

� Decision making thinking and communicating decisions.

� Types of motivation and how to use them to achieving high levels of performance

� Challenging and giving assertive feedback for improved performance.

� What to do when reinforcement fails and resolving the lack of performance.

� Releasing potential with coaching techniques




� Understand roles and responsibilities of management.

� Be able to gain interest and commitment to a goal.

� Prioritise decision making and communicate them appropriately

� Know how to communicate effectively in different situations.

� Develop behaviour through reinforcement.

� Understand triggers and resistance when implementing new ideas

� Delegate more often in an appropriate manner

� Inspire change with a coaching approach

Handling Daily Interruptions and Saying ‘No’ Responsively - Bite Sized

� Evaluating how time is used currently.

� Planning and setting priorities to meet deadlines

� The behaviours that use time inefficiently and cost money.

� The importance/urgency matrix

� Handling interruptions and controlling requests

� Say ‘no’ to the task and not the person

� Delegation back and up for improved performance




� Prioritise key areas of activity � Be strict with time but

responsive with people � Avoid procrastination and

make better decisions � Delegate back work as

required � Know how to say ‘no’ without

feeling guilty � Be able to structure their

space to avoid interruptions

How to Communicate Better in any Situation - Bite Sized

� What is Communication?

� What are the Barriers to Communication?

� How can we Communicate more Effectively?

� Interpersonal Communication – How it can help us

� Tone of Voice & Body Language

� What Effect do our Behaviours have on Others & Ourselves?

� Identifying the Difference Between Different Types of Behaviours

� Using Interpersonal Skills to Gain the Understanding of Others

� Putting over a Proposition in a Convincing Way without using Jargon

� Using Verbal & Non-Verbal Matching Language to Give Confidence

� Improving & Developing the Listening Ability

� Handling Negative Responses Correctly

� Dealing with Negative Behaviour & Awkward Situations

� Using Influencing Skills to Improve Relationships & Reduce Conflict

� Questioning & Listening Techniques




� Relate effectively to other people and be prepared for negative attitudes

� Anticipate and handle with confidence awkward situations

� Use words and body language to communicate and persuade

� Communicate complex information effectively and check understanding

� Demonstrate empathetic listening skills and reflect concerns

Handling Difficult People and Situations - Bite Sized

� How Acceptable & Unacceptable Levels of Behaviour are Perceived

� The Six Stages of a Difficult Situation

� Triggers which may Provoke an Incident

� Responses to the Stages of an Incident

� Tactics for Defusing a Difficult Situation

� Dealing with Difficult & Aggressive Behaviour from Colleagues

� Assertiveness - Developing an Assertive Communication Style

� Understanding our own Physiological Response to a Perceived Threat

� Verbal & Non-Verbal Indicators of Aggression

� Staying Cool and Rational under Pressure & Diffusing Situations Effectively

� Using the Right Words & Body Language

� Positive Relationships - Building Rapport

� Challenging Difficult or Aggressive Behaviour

� Dealing with our Emotions after a Confrontational Situation




� Diagnose difficult situations early

� Use communication and interpersonal skills to effectively handle complaints

� Diffuse and handle difficult situations

� Develop an awareness of verbal and non-verbal indicators of aggression,

� Have assertive approach to deal with people and situations

� Plan and practice diffusion skills and techniques to build confidence

� Be confident in their abilities to challenge all future situations

Ways to Influence Others for Better Outcomes - Bite Sized

� What effect do our behaviours have on others and ourselves?

� Using interpersonal skills to gain the understanding of others

� Putting over a proposition in a convincing way without using jargon

� Using verbal and non-verbal matching language to give confidence

� Questioning and listening techniques

� Improving and developing the listening ability

� Using influencing skills to improve relationships and reduce conflict

� Five strategies for effective influencing

� Handling negative responses correctly




� Understand the mid and long term benefits of influencing

� Identify and remove barriers that prevent effective communication

� Adopt a new behaviour approach to influencing people

� Know how to work with people by influencing for better results

Inside Black Box Thinking - Bite Sized

� Learning from mistakes to progress to solutions

� Applying a progressive attitude to failure to achieve ongoing success

� Confront evidence that challenges our deeply held beliefs and re-frame them

� Seeking marginal gains are not about making small changes but large cumulative ones.

� Break down a big problem into small parts in order to rigorously establish what works and what doesn’t

� Seek to reform systems that are insensitive to the limitations of human psychology

� Redefine failure as a progressive way to solve problems and move forward




� Create systems and cultures that enable organizations to learn from errors, rather than being threatened by them

� Recognise success can only happen when we confront our mistakes

� Be able to redefining failure will we unleash progress, creativity, and resilience

� Know that marginal gains can deliver large results

� Understand that cognitive dissonance occurs when mistakes are too threatening to admit to, so they are re-framed or ignored

The Power of Non-verbal Cues & How to Manage Them - Bite Sized

� The Meaning of Body Movements (Kinesics) & How They are Seen

� The Importance of Posture

� Know the Power of Eye Contact

� Aspects Para-Language; Such as the Pitch, Tone, & Speed of Speaking

� The Crucial Meaning of Personal Space (Proxemics)

� The Prime Meaning of Facial Expressions, Including Smiling, Frowning & Blinking

� Become Aware of our Behaviour & that of Others to Manage it Better

� Managing the Mind’s Response to People to Manage the Non-Verbal Representation




� Will understand what their non-verbal behaviour is signalling

� Know how to manage that behaviour

� Be able to recognize those cues in others

� Understand the impact and interpretation of non-verbal cues

Presenting with Power and Passion - Bite Sized

� The Source and Manifestation of Passion & Enthusiasm

� The Importance of Planning for Impactful Messages

� Creating the Right Conditions & Connecting to Deliver an Enthusiastic Message

� Developing Powerful and Impacting Beginnings & Endings

� Choosing the Best Available Information

� Anticipating Audience Reaction & Planning a Response

� Fine Tuning Body Language, Voice, Tone & Use of Language

� Developing Awareness of Image & Credibility

� Dynamic Delivery - Adding Variety & Innovation

� Establishing Rapport and Maintaining the Audience’s Attention & Interest

� Presenting with Enthusiasm, Conviction & Commitment to Motivate the Audience

� Using Stories to Enable the Audience to Understand & Retain the Message

� Using Questions, Interruptions & Objections to Reinforce the Message

� Techniques for Developing Confidence & Self-Management




� Overcome nervousness, negative feelings and anxiety

� Explore innovative ways of delivering their presentations

� Develop a strategy and structure for a dynamic presentation

� Generate audience interest and excitement in the message

� Use the voice, tone and body language to maximise impact and persuasion

� Ensure their message is understood in a persuasive and memorable way

The Appraisal Process and Approach to Teams - Bite Sized

� Difference Between Assertion & Aggression

� The Barriers to Effective Assertive Communication

� Assertive, Indirectly Aggressive

� Aggressive & Passive Behaviour

� Body Language to set the Scene & Facilitate Persuasion

� Using Positive Language & Tone of Voice

� Effective Listening for Different Situations

� Saying ‘No’ Responsively

� Using the Techniques to Stay Cool & Rational Under Pressure

� Diffusing Situations Effectively

� Understanding the Other Person’s Point of View




� Understand the need for clear, realistic objectives and key result areas

� Know how to measure competencies

� Improve focus and results by setting measurable targets

� Use a systematic approach when planning and preparing for and conducting the pro-interview meeting and one-to-ones

� Develop and practice interviewing skills.

� Conduct appraisal interviews with confidence

Work Life Balance for Individuals - Bite Sized

� Evaluating and understanding the current work-life balance and the impact of imbalance on the individual and the organisation

� Pinpointing the roles we have in work and life, the stresses that some may generate and the impact on our well being at work and at home

� Targeting the activities that “drain” us and the activities that “fuel” us

� Getting our priorities right and protecting them

� Creating realistic goals for life and work and seeing the combination of factors to achieve them

� Practical ways to check and keep the work-life balance approach on track




� Understand the benefits and purpose of effective WLB harmony

� Assess their own ongoing activities on a WLB basis

� Identify the roles and activities in their life require differing levels of attention

� Know the behaviours that can upset the WLB

� Develop the skills to deal with excessive and competing work demands

Presenting to Boards for Successful Results - Bite Sized

� Planning, preparing and organising material.

� Structuring the presentation for different situations.

� Breathing and voice production.

� Using expression in voice and body.

� Gaining attention and keeping it.

� Listening and reflecting the needs of the audience.

� Developing visual aids for different types of equipment.

� Remaining calm under pressure and achieving focus.

� Using rehearsal and visualisation to achieve confidence.

� Overcoming barriers to communication.

� Handling difficult questions positively and concisely.

� Using notes inconspicuously and memory systems.

� Organising and managing the environment




� Plan and structure a presentation.

� Manage themselves, their material and their audience.

� Use visual aids effectively. � Dealing with nerves and

confidence building. � Meet the needs of the

audience

The Basic Principles for Successful Results - Bite Sized

� The principles and practices of Lean and six sigma and how they work together

� Establish the “Voice of the Customer” in defining the required performance standard

� Understanding the role of the Six Sigma DMAIC performance improvement model

� How to use a number of measurement approaches and tools to collect data and establish current performance levels

� Understand key lean concepts and tools, when and how to apply them to drive improvements

� Choosing the ten best tools for office processes, service and transactional processes

� Know how to eliminate the seven core waste and defects by applying lean six sigma

� Recognise the difference in approach and techniques for incremental and redesign

� Improvement strategies and know how to decide on the correct approach




� Understand the background and application of Lean Six Sigma

� Learn how to apply Lean Six Sigma principles to different business areas

� Understand the DMAIC process and how it can improve the business processes

� Put into place your own Lean Six Sigma framework and gain competitive advantage

� Work with the voice of the customer; customer value and the value stream

� Learn how to establish customer needs, measure performance and develop improvements

� Make cost savings through the elimination of waste streamlined processes

� Improve time and performance management

An introduction to Value Stream Mapping - Bite Sized

� Understanding process mapping and its importance

� How to analyse processes

� Establishing process if none exists

� Collecting current process issues

� Evaluating process constraints and risks

� Identify measurement criteria

� Collecting and analysing data

� Build a new process map

� Applying value stream mapping and identifying value added/non-value added areas




� Know the methodology to document the flow of a process from initiation to completion

� Have the tools to identify, analyse and, if required improve processes

� Be able to provide a focal point from which to analyse the opportunities for improvement

� Know how to process map simple new projects or review ones that are repeated regularly

Better Business E-mails and Reports - Bite Sized

� Key planning stages

� Know your audience & understand your reader

� Setting objectives to achieve results

� Preparing an outline

� The four key elements of a document

� Writing strong starts & closes

� Understand your writing style

� Getting the tone right

� Using the appropriate words & phrases

� Unnecessary words & jargon

� Word power — writing in plain English

� Common punctuation problems

� Email Do’s & Don’ts

� Reports— an overview y Objectives y Structure & Layout




� Recognise the challenges and skills of effective written communication

� Write clear, concise, well-structured business document s

� Using the appropriate language and correct punctuation

� Creating presentable and stylish layout

How to Make Effective Notes at Meetings - Bite Sized

� The importance of positioning in the meeting

� Identifying the participants

� Note taking tools

� Listening & summarising skills

� Note taking tips

� Styles of writing

� Word power

� Rules for writing in ’Plain English’

� The art of listening through your eyes




� Understand the importance of preparing for meetings

� Know how to improve listening skills

� Gain an understanding of what needs to be recorded

� Be able to write notes whilst participating

� How to produce the final professional document

Coaching Techniques for Individuals & Teams - Bite Sized

� The different coaching opportunities

� Managing the coaching process

� Coaching styles for different situations

� Giving praise and constructive feedback

� Gaining co-operation and commitment

� Overcoming physical and psychological Communication Barriers

� Building and maintaining a positive working relationship

� The power of verbal and non-verbal signals

� Understanding representational systems

� Vocal and listening skills




� Differentiate between assertiveness and other types of behaviour

� Handle difficult situations and people effectively

� Practice using assertive behaviour

� Learn to say ‘No’ but still be effective

Mentoring for Managers & Team Leaders - Bite Sized

� What is Mentoring?

� 4 Stages of Mentoring

� Setting Goals & Objectives

� Personal Development Plans

� The Skills of a Mentor

� Building & Developing Relationships

� Gaining Commitment

� Maintaining Involvement

� Working Towards Agreed Goals

� Mentoring Pitfalls

� Notes & Documentation

� Handling Difficult Mentoring Situations

� Reviewing & Evaluating




� Understand the mid and long term benefits of mentoring


� Know when to mentor � Be able to set clear objectives

and have them met � Know how to develop people

by mentoring to improve performance.

� Adopt a new behaviour approach to developing people

Giving Feedback for Improved Performance - Bite Sized

� The different feedback opportunities

� When not to give feedback

� Giving praise and constructive feedback

� Gaining co-operation and commitment

� Overcoming physical and psychological communication barriers

� How to paraphrase and summarise for better understanding

� The power of verbal and non-verbal signals

� Understanding representational systems

� Vocal and listening skills

� The BEES and BESS way to give correcting feedback

� How to give praise using BEST

� Creating a two way feedback process




� Understand the mid and long term benefits of consistent feedback


� Know how to develop people by giving coaching feedback

� Give both correcting and praise to achieve to improved performance

Understanding Accounts (P&L and Balance Sheet) - Bite Sized

� Accounting records – assets/liabilities, income/expenditure, the balance sheet and P & L

� Accounting terms – going concern, accruals, prudence, consistency an depreciation

� Cash flow and cash management – working capital, flow of funds and

� Interpreting accounts – ratio analysis, return on capital employed, assets turnover, fixed assets, debtor and stock turn

� Accounting policies and company valuations




� Be at ease with financial language and get to grips with financial statements

� Understand cash flow and cash management

� Know what figures reveal – understanding and interpreting accounts

� Be more aware of the impact of decisions on the profitability of the business

� Have a greater awareness of the finance function within the organisation

Problem Solving Sales Techniques - Bite Sized

� Recognising that not Every Company has to Sell Solutions

� Understand what a Solution is & How it Differs from Products or Bundles of Products

� Recognize that the Economics & the Managerial Imperatives Differ from those of Product Bundles

� Creating Pseudo-Solution that Competitors can Compete Against

� The Importance of Competitor Analysis to Keep Ahead of the Game

� The Difference Between Competitor Information & Competitor Analysis

� Understanding the Difference between Eagles & Ostriches

� Developing a Viable Solution Based Approach

� Using the Solution Based Sales Method




� Decide if solutions’ selling is for them

� Develop what there solutions could be

� Differentiate between bundling and a solutions approach

� Understand the financial and organisational implications of a solutions strategy

� Work with competitor data to develop a solutions package

� Prepare a solution sales strategy

� Know the customer-solutions sales approach

Managing Remote Teams - Bite Sized

� Defining your remote team

� Understanding the different types of remote teams

� Decide your leadership level

� Outcomes-based Management – setting realistic and planned objectives

� Creating a plan to understand, motivate, and develop each individual

� Planned communications - communication channels for remote teams

� Allocating tasks to build trust in the way you allocate tasks, in how you respond to problems and ideas

� Understand that because the frequency of contact is lower, its impact (positive or negative) is greater

� Technology and remote Teams

� Know the ‘praise is stronger than criticism’ rule increases with physical separation.

� Measuring and monitoring team success

� Keeping the momentum going and developing team roles,

� Developing team action plans, and understanding the changing team dynamics and determine the conflict resolution strategy




� Understand the challenges and possibilities of remote team

� Learn key communication techniques

� Techniques to create a high performing team

� Motivation and Management skills to empower their team

� How to successfully manage a remote team

� Using technology and remote teams

Ways to Identify Potential Problems - Bite Sized

� Analysing the environment

� Recognising and defining the problem

� Identification techniques include: y Fishbone diagram y Why – why diagram y Pattern definition y Re-definition

� Seeking guidance form others

� Summarising evidence

� Drawing evidence based conclusions

� Applying the right approach to each situation




� Understand and differentiate between different types of problem

� Apply a number of different problem definition techniques to ‘real life’ situations

� Apply a structured step by step approach to problem definition

� Understand an effective team approach to defining problems

� Plan to use the techniques in different work situations

How to Generate New Ideas - Bite Sized

� The five stage process of creating new ideas and overcoming the perceptual blocks that can occur

� Applying a range of idea generation tools to new product development

� Combining lateral thinking skills with other techniques for a more questioned approach

� Recognising the principles of brain storming and using them as an effective creative tool within groups or in personal thought

� Selecting suitable techniques for evaluating the outputs against the quality requirements




� Understand the way we think and be able to capitalise on that knowledge to structure an individual approach to creative thinking

� Establish the market framework for the production of effective and relevant ideas

� Use a wide range of creative thinking techniques to suit the objectives of the development programme

Decision making & Finding Solutions - Bite Sized

� Decision making models

� Deciding how to decide

� Decision making under pressure

� Evidence Based Decision Making

� Thinking Styles

� Thinking as groups or individuals

� Tools and techniques for finding solutions

� Working with risk

� Collaborative Team Problem Solving




� Develop criteria to evaluate solution to the problem

� Generate a list of solutions � Select the best solution � Validate their solution � Develop a plan to implement

& monitor the solution � Make tough decisions aligned

with operational priorities � Understand and proactively

manage risks and opportunities

Understanding & Planning for Change - Bite Sized

� The Different Types of Change

� Handling Culture with Strategic Change

� People & Their Ability to Change

� Obtaining Organisational Commitment to Change

� Develop a Compelling Vision of the Change

� Overcoming Resistance to Change

� Transition - Establishing Trust & Commitment

� The Danger of Multiple Changes

� Planning for Communication Again & Again

� Monitoring Progress

� Allocating & Understanding Roles

� Making Sure Resources are Available to Deliver

� Consolidating Change




� Know the need for planning the change process

� Recognise the barriers to change in people and organisations

� Be able to handle the cultural dimensions of change

� Recognise the importance of communicating change to all parts of the organisation

� Be able to put in place reinforcement processes

Budgeting Processes and How to Manage Them - Bite Sized

� Forecasting & Budgeting

� Budgetary Control

� The Budgeting Process

� Building a Budget

� Budget Periods

� Budget Reports and Monitoring

� Incremental & Zero Based Budgets

� Working within a budget and realigning your budget

� Flexing the budget

� Types of Costing: y Absorption y Activity based y Marginal costing

� Break Even Analysis

� Full cost plus pricing

� Target costing

� Accounting terms and context




� Understand budget management

� Be able to radically improve planning and budgeting skills

� Know what management accounting is and costing on a relevant and accurate basis

� Know what figures reveal – understanding and interpreting budgets

� Be more aware of the impact of decisions on the profitability of the business

� Have a greater awareness of the budgetary/function within the organisation

Disciplinary Interviewing Skills - Bite Sized

� The role of the disciplinary interview

� The preparatory stage

� Inviting the employee to a disciplinary hearing

� Ensuring that the employee is able to prepare adequately for the interview

� Structuring the interview to ensure procedural correctness

� Facilitating witness input into disciplinary interviews

� Making notes of the meeting

� Ensuring co-operation from employees and their companions

� What happens when the employee does not attend the interview

� Imposing sanctions

� Considering mitigating circumstances

� Arranging for follow-up action

� Writing warning letters

� Keeping a record




� Recognise the key management responsibilities involved in carrying out disciplinary procedures

� Identify the key skills and processes involved in disciplinary interviewing

� Know the role undertaken by those who are asked to act as companions to their colleagues at disciplinary hearings

� Use informal action effectively and recognise when formal procedures are necessary

Interviewing Skills for Better Selections - Bite Sized

� The Objectives of a Recruitment Interview � Psychological Barriers in Judging Interviewees � Writing a ‘Person’ Specification � Types of Interview � Designing a Structured Interview � The Five-Step Formula � Identifying Variables and Developing Questions � Factors to Probe � Organising Questions � ‘Effective’ Listening Skills and Positive Body Language Signals � Setting the Correct Physical Environment for Undertaking the

Interview � Appropriateness of the Language � Conducting the Interview � Developing Rapport and Showing Interest � Giving the Interviewee a Reason to Participate � Helping the Interviewee to be Responsive � Asking Questions in a Prescribed Order and Manner � Ensuring Understanding and Non-bias � Obtaining Sufficient Answers � Showing Sensitivity to Interviewee Burden




� Be able to plan for, and have a systematic approach in, carrying out the interviewing process

� Use the techniques learned to identify the ‘best fit’ between candidate and job

� Understand how, and when to apply, the right questioning techniques

� Enhance professionalism at all stages of handling successful, and unsuccessful, candidates

Improved Customer Service Over the Telephone - Bite Sized

� Reviewing First Impression Skills

� Developing a Customer Orientated Approach

� Seeing Things from the Customer’s Point of View

� Taking Responsibility for Customer Satisfaction

� Creating a Rapport & Getting to Know Customers

� Giving & Receiving Information

� Avoiding Negative Words & Phrases

� Developing a Problem Solving Approach

� Matching Needs & Developing a Problem Solving Approach

� Following-Up Potential New Business Enquiries

� Dealing with Enquiries

� Handling Complaints Sensitively





� Develop an attitude of mind that takes responsibility for making customer service work

� Project an image of professionalism and competence on the telephone when dealing with customers

� Build positive relationships with customers

� Handle difficult people and challenging situations successfully

The Secret of Really Good Face to Face Customer Service - Bite Sized

� Who are our customers?

� Our role and other people’s role.

� Understanding expectations and exceeding them.

� The three dimensions of communication

� Developing a problem solving approach

� The power of positive body language

� Insincerity - why going through the motions does not work.

� Avoiding negative words and phrases

� Handling difficult exchanges




� Explain who their customers are

� Understand client needs and expectations

� Assess and react quickly to internal and/or external client needs and resolves concerns sensitively

� Know when and to whom to pass comments and queries.

� Resolves complaints and confrontation constructively

� Communicate effectively and appropriately

How to Overcome Sales Objections - Bite Sized

� Recognition that an objection is an integral part of the sales process and that a good sales process should lead automatically to a close.

� The buying/decision making process and why objections develop

� The buying modes and the type of objections they create

� Planning for and anticipating objections

� Using objections strategically to gain commitment

� When and when not to answer objections

� Using the cushion and the there ‘Fs’

� Using questions to clarify and deal with objections

� The main types of objection and how to answer them

� How to move from the objection to a closing question

� Types of closing question

� When and how to use the techniques over telephone

� What to do when the sale is lost and how to recover it




� Anticipate and plan for the objections that they hear from customers

� Pre-empt objections that commonly occur in their particular selling situations

� Avoid creating more objections rather than uncovering all objections first

� Identify the different types of objection and how they relate to the customers readiness to buy

� Know when and how to respond to an objection

� Handle price objections and the unanswerable objection

� Recognize and use buying signs

� Know how and when to trial close

� Have a range of closing techniques to gain commitment and close the sale.

� Apply these techniques on the telephone with prospects and customers

Bespoke Workforce Development Solutions Commercial ... · Contents Half Day Bite Sized IT...

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