472 Basic courses in Edinburgh

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Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. -------------------------------------------------------------------------------- Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? * Internal versus external customers * Why customer care is important * Meeting customer expectations Module Two Making a Personal Difference * How do you measure customer care? * Making a difference * Taking ownership * Positive mental attitude * Displaying professionalism both face-to-face and over the telephone * Using positive language Module Three Gathering Information and Offering Solutions * Asking the right questions * Active listening skills * Summarising and clarifying skills Module Four * Dealing with Difficult Situations * How to give a 'service' no * Demonstrating empathy * Assertiveness techniques * Handling a complaint * Problem solving * Saying 'sorry' * Making realistic promises and keeping them -------------------------------------------------------------------------------- Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. -------------------------------------------------------------------------------- Objectives By the end of the course participants will be able to * Adopt a professional telephone manner * Communicate assertively by taking control and directing the conversation * Deliver information positively by offering options and alternatives * Develop a range of versatile behaviours to use when dealing with difficult situations by: * Listening actively * Using empathy * Gathering relevant information through effective questioning * Finding solutions to concerns/problems quickly and efficiently * Speaking positively and assertively -------------------------------------------------------------------------------- WHAT IS THE BENEFIT? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. -------------------------------------------------------------------------------- IN-HOUSE COURSES Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. -------------------------------------------------------------------------------- THE IMPORTANCE OF CUSTOMERS AND CLIENTS Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. -------------------------------------------------------------------------------- CUSTOMER CARE PROGRAMMES FROM DICKSON TRAINING LTD We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. -------------------------------------------------------------------------------- SCHEDULED COURSES Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

This course is very much a discussion, so be prepared to present and critically analyse your own and class mates work. You will also need to bring a few examples of work you have done in the past. Learning and applying best practice visualisation principles will improve effective discussions amongst decision makers throughout your organisation. As a result more end-users of your dashboards will be able to make better decisions, more quickly. This 2 Day training course is aimed at analysts with good working knowledge of BI tools (we use Tableau to present, but attendees can use their own software such as Power BI or Qlik Sense). It is a great preparation for taking advanced certifications, such as Tableau Certified Professional. -------------------------------------------------------------------------------- Contact us to discuss the Visual Analytics Best Practice course Email us if you are interested in an on-site course, or would be interested in different dates and locations -------------------------------------------------------------------------------- This Tableau Desktop training intermediate course is designed for the professional who has a solid foundation with Tableau and is looking to take it to the next level. Attendees should have a good understanding of the fundamental concepts of building Tableau worksheets and dashboards typically achieved from having attended our Tableau Desktop Foundation Course. At the end of this course you will be able to communicate insights more effectively, enabling your organisation to make better decisions, quickly. The Tableau Desktop Analyst training course is aimed at people who are used to working with MS Excel or other Business Intelligence tools and who have preferably been using Tableau already for basic reporting. -------------------------------------------------------------------------------- THE COURSE INCLUDES THE FOLLOWING TOPICS: WHAT IS VISUAL ANALYSIS? * Visual Analytics * Visual Analytics Process * Advantages of Visual Analysis * Exercise: Interpreting Visualisations HOW DO WE PROCESS VISUAL INFORMATION? * Memory and Processing Types * Exercise: Identifying Types of Processing * Cognitive Load * Exercise: Analysing Cognitive Load * Focus and Guide the Viewer * Remove Visual Distractions * Organise Information into Chunks * Design for Proximity * Exercise: Reducing Cognitive Load SENSORY MEMORY * Pre-attentive Attributes * Quantitatively-Perceived Attributes * Categorically-Perceived Attributes * Exercise: Analysing Pre-attentive Attributes * Form & Attributes * Exercise: Using Form Effectively * Colour & Attributes * Exercise: Using Colour Effectively * Position & Attributes * Exercise: Using Position Effectively ENSURING VISUAL INTEGRITY * Informing without Misleading * Gestalt Principles * Visual Area * Axis & Scale * Colour * Detail * Exercise: Informing without Misleading CHOOSING THE RIGHT VISUALISATION * Comparing and Ranking Categories * Comparing Measures * Comparing Parts to Whole * Viewing Data Over Time * Charts Types for Mapping * Viewing Correlation * Viewing Distributions * Viewing Specific Values DASHBOARDS AND STORIES * Exercise: Picking the Chart Type * Exercise: Brainstorming Visual Best Practice * Development Process for Dashboards and Stories * Plan the Visualisation * Create the Visualisation * Test the Visualisation * Exercise: Designing Dashboards and Stories -------------------------------------------------------------------------------- This training course includes over 20 hands-on exercises to help participants “learn by doing” and to assist group discussions around real-life use cases. Each attendee receives an extensive training manual which covers the theory, practical applications and use cases, exercises and solutions together with a USB with all the materials required for the training. The course starts at 09:30 on the first day and ends at 17:00. On the second day the course starts at 09:00 and ends at 17:00. Students must bring their own laptop with an active version of Tableau Desktop 10.5 (or later) pre-installed. -------------------------------------------------------------------------------- WHAT PEOPLE ARE SAYING ABOUT THIS COURSE "Steve was willing to address questions arising from his content in a full and understandable way" Lisa L. "Really enjoyed the course and feel the subject and the way it was taught was very close to my needs" James G. "The course tutor Steve was incredibly helpful and taught the information very well while making the two days very enjoyable." Bradd P. "The host and his courses will give you the tools and confidence that you need to be comfortable with Tableau." Jack S. "Steve was fantastic with his knowledge and knowhow about the product. Where possible he made sure you could put demonstrations in to working practice, to give the audience a clear understanding." Tim H. "This was a very interesting and helpful course, which will definitely help me produce smarter, cleaner visualisations that will deliver more data-driven insights within our business." Richard A. "Steve is very open to questions and will go out of his way to answer any query. Thank you" Wasif N. "Steve was willing to address questions arising from his content in a full and understandable way" Lisa L. "Really enjoyed the course and feel the subject and the way it was taught was very close to my needs" James G.

This Tableau Desktop Training intermediate course is designed for the professional who has a solid foundation with Tableau and is looking to take it to the next level. -------------------------------------------------------------------------------- For Private options, online or in-person, please send us details of your requirements: -------------------------------------------------------------------------------- This Tableau Desktop training intermediate course is designed for the professional who has a solid foundation with Tableau and is looking to take it to the next level. Attendees should have a good understanding of the fundamental concepts of building Tableau worksheets and dashboards typically achieved from having attended our Tableau Desktop Foundation Course. At the end of this course you will be able to communicate insights more effectively, enabling your organisation to make better decisions, quickly. The Tableau Desktop Analyst training course is aimed at people who are used to working with MS Excel or other Business Intelligence tools and who have preferably been using Tableau already for basic reporting. -------------------------------------------------------------------------------- THE COURSE IS SPLIT INTO 3 PHASES AND 9 MODULES: PHASE 1: AMPLIFY MODULE 1: CHECK ABILITIES * Revision – What I Should Know * * What is possible * How does Tableau deal with data * Know your way around * How do we format charts * How Tableau deals with dates * Charts that compare multiple measures * Creating Tables MODULE 2: COMBINE DATA * Relationships * Joining Tables – Join Types, Joining tables within the same database, cross database joins, join calculations * Blending – How to create a blend with common fields, Custom defined Field relationships and mismatched element names, Calculated fields in blended data sources * Unions – Manual Unions and mismatched columns, Wildcard unions * Data Extracts – Creating & Editing Data extracts MODULE 3: ADVANCED CALCULATIONS * Row Level v Aggregations * Aggregating dimensions in calculations * Changing the Level of Detail (LOD) of calculations – What, Why, How * Adding Table Calculations PHASE 2: ANALYSE MODULE 4: EXPAND APPLICATION * Making things dynamic with parameters * Sets * Trend Lines * How do we format charts * Forecasting MODULE 5: ADVANCED MAPPING * Using your own images for spatial analysis * Mapping with Spatial files MODULE 6: DATA COMPARISONS Advanced Charts * Bar in Bar charts * Bullet graphs * Creating Bins and Histograms * Creating a Box & Whisker plot PHASE 3: ACT MODULE 7: ADVANCED DASHBOARDS * Using the dashboard interface and Device layout * Dashboard Actions and Viz In tooltips * Horizontal & Vertical containers * Navigate between dashboards MODULE 8: PRESENT STORIES * Telling data driven stories MODULE 9: ENABLE DECISIONS * What is Tableau Server * Publishing & Permissions * How can your users engage with content -------------------------------------------------------------------------------- This training course includes over 25 hands-on exercises and quizzes to help participants “learn by doing” and to assist group discussions around real-life use cases. Each attendee receives a login to our extensive training portal which covers the theory, practical applications and use cases, exercises, solutions and quizzes in both written and video format. Students must bring their own laptop with an active version of Tableau Desktop 2018.2 (or later) pre-installed. -------------------------------------------------------------------------------- WHAT PEOPLE ARE SAYING ABOUT THIS COURSE “Course was fantastic, and completely relevant to the work I am doing with Tableau. I particularly liked Steve’s method of teaching and how he applied the course material to ‘real-life’ use-cases.” Richard W., Dashboard Consulting Ltd “This course was extremely useful and excellent value. It helped me formalise my learning and I have taken a lot of useful tips away which will help me in everyday work.”  Lauren M., Baillie Gifford “I would definitely recommend taking this course if you have a working knowledge of Tableau. Even the little tips Steve explains will make using Tableau a lot easier. Looking forward to putting what I’ve learned into practice.” Aron F., Grove & Dean “Steve is an excellent teacher and has a vast knowledge of Tableau. I learned a huge amount over the two days that I can immediately apply at work.” John B., Mporium “Steve not only provided a comprehensive explanation of the content of the course, but also allowed time for discussing particular business issues that participants may be facing. That was really useful as part of my learning process.” Juan C., Financial Conduct Authority “Course was fantastic, and completely relevant to the work I am doing with Tableau. I particularly liked Steve’s method of teaching and how he applied the course material to ‘real-life’ use-cases.” Richard W., Dashboard Consulting Ltd “This course was extremely useful and excellent value. It helped me formalise my learning and I have taken a lot of useful tips away which will help me in everyday work.”  Lauren M., Baillie Gifford “I would definitely recommend taking this course if you have a working knowledge of Tableau. Even the little tips Steve explains will make using Tableau a lot easier. Looking forward to putting what I’ve learned into practice.” Aron F., Grove & Dean “Steve is an excellent teacher and has a vast knowledge of Tableau. I learned a huge amount over the two days that I can immediately apply at work.” John B., Mporium

Learn the basics of Data Science, combining a supported #CISCO Skills for All online course with practical learning and a project to help consolidate the learning.

Agility has become a prized business attribute. Although Agile methods were once most associated with software development, they are now applied in a host of different areas. Agile continues to find new applications because it is primarily an attitude. This programme delivers a solid grounding in both the Agile mindset and Agile methods. It covers three methods, illustrates the benefits of each and shows how they can be integrated. It includes practical techniques as well as background knowledge. By the end of the session, participants will be able to: * Apply Agile concepts to self-manage their work * Understand the roles people take on in Agile teams * Use a variety of techniques to help deliver customer satisfaction * Focus on delivering against priorities * Employ a range of estimating techniques 1 INTRODUCTION * Overview of the programme * Review of participants' needs and objectives 2 THE BASICS OF AGILE * What makes Agile different * Agile Manifesto and Principles * Using feedback to deliver what is needed 3 AGILE TEAMS * Multi-disciplinary teams * Team size and empowerment * Agile values 4 AGILE AT THE TEAM LEVEL - SCRUM * Scrum roles * Scrum 'events' * Scrum 'artifacts' 5 AGILE FOR TEAMS JUGGLING MULTIPLE DEMANDS - KANBAN * Taking control of the work * Improving throughput * Dealing with bottlenecks 6 AGILE IN PROJECTS - AGILEPM * The phases of an Agile project * Managing change requests * Delivering on time 7 ESTIMATING * T-shirt / Pebble sizing * Yesterday's weather * Planning poker 8 PICK 'N' MIX - SOME USEFUL TECHNIQUES * The daily stand-up * User stories * Retrospectives * Work-in-process limits * Burndown charts * Minimum viable product * A / B testing 9 REVIEW AND ACTION PLANNING * Identify actions to be implemented individually * Conclusion

Health and safety awareness training is mandatory for staff at all levels of an organisation. This is the ideal course to satisfy that requirement - a stimulating 'entry-level' programme explaining how health and safety should be managed in any working environment. The course outlines the basics of health and safety law and how organisations and individuals can become liable for health and safety offences. Roles and responsibilities for health and safety are discussed by reference to the key legislation and the expert trainer will explore with the delegates how these responsibilities are managed in practice in different types of organisation. The principles of risk assessment will be considered and their practical implementation discussed in relation to the management of the various hazards that are likely to be present in a typical workplace. This course will give staff: * An understanding of health and safety law, liability and enforcement * An explanation of the principles of health and safety management in the workplace and an understanding of who should be responsible for different aspects of health and safety * A practical explanation of risk assessment and what constitutes a suitable and sufficient assessment * A broad knowledge of the typical hazards in a workplace and how these should be managed 1 OVERVIEW OF HEALTH AND SAFETY LAW * Statute and civil law * Liability and enforcement * Statutory duties * Contract law 2 LEGISLATIVE FRAMEWORK * The workplace - extent of responsibility / shared responsibility * Relevant legislation 3 MANAGEMENT OF HEALTH AND SAFETY * Health and Safety at Work etc Act 1974 * Management of Health and Safety at Work Regulations 1999 * Workplace (Health, Safety and Welfare) Regulations 1992 * Accident Reporting (RIDDOR) * Consultation with Employees and Safety Committees 4 RISK MANAGEMENT WITHIN YOUR ORGANISATION * Business risk management * Health and safety risk management * The principles of risk assessment * Transferring the risk to contractors and third parties 5 RISK ASSESSMENT EXERCISE - 'CHALLENGE ANNEKA' 6 MANAGING THE HAZARDS IN THE WORKPLACE * Work equipment * Lifting equipment * Display screens * Manual handling * Fire * Chemicals (COSHH) * Personal protective equipment (PPE) 7 PRACTICAL EXERCISE - WORKPLACE INSPECTION 8 QUESTIONS, DISCUSSION AND REVIEW

This one-day workshop is designed to give you an awareness of the fundamentals of Microsoft Excel and, in particular, to give you the confidence needed to efficiently create, edit and manage spreadsheets. This course will help participants: * Create tables * Use functions * Manage rows and columns * Write formulas * Manage sheets * Use content formats * Handle larger tables * Create reports and charts 1 CREATING A TABLE * Creating an Excel table from scratch * Wrapping text in cells * Speeding up data entry using AutoFill * Sorting columns 2 INSERTING FUNCTION * Inserting function calculators * Using AutoSum to sum numbers * Statistical calculations AVERAGE, MAX and MIN 3 TABLE ROWS AND COLUMNS * Inserting and deleting rows and columns * Adjusting multiple column widths and row heights * Hiding and unhiding rows and columns 4 FORMULA WRITING * The basics of formula writing * Understanding mathematical symbols * Using multiple mathematical symbols in a formula * When to use brackets * Troubleshooting calculation errors 5 MANAGING SHEETS * Inserting, renaming, moving and deleting sheets * Copying a worksheet to another file * Copying a table to another sheet 6 MANAGING CONTENT FORMATS * Applying data formats * Managing number formats * Controlling formats with the Format Painter 7 MANAGING LARGER TABLES * Applying freeze panes to lock tables when scrolling * Sorting on multiple columns * Using filters to extract table information 8 CREATING AND MODIFYING CHARTS * Creating a pie chart * Creating a column chart * Inserting chart titles and data labels * Controlling chart formatting * Changing chart types 9 PRINTING * Previewing and printing tables and charts * Modifying page orientation * Adjusting print margins * Printing a selection 10 CALCULATING WITH ABSOLUTE REFERENCE * The difference between a relative and absolute formula * Changing a relative formula to an absolute * Using $ signs to lock cells when copying formulas 11 PIVOT TABLES * Create a pivot table report * Insert a pivot chart into a report

Any successful business manager will tell you that you never get the deal you deserve - you always get the deal you negotiate! This two-day workshop includes recent research and practical techniques from the Harvard Business School Negotiation Project and provides a unique opportunity to learn and practice these skills in a safe environment using up to date materials and life-like practice negotiation case studies. This course will help participants to: * Understand the basics of negotiation * Develop negotiating skills * Increase their business acumen * Develop their communication skills * Learn the models, techniques and tools for an effective negotiation * Identify the barriers to agreements * Close the deal 1 WHAT IS NEGOTIATION? * Key skills for negotiation * Types of negotiation * Win-lose negotiations versus Win-win negotiations * Wise agreements and Principled Negotiation 2 FOUR KEY NEGOTIATING CONCEPTS * BATNA - Best alternative to negotiated agreement * Setting your reservation price * ZOPA - Zone of possible agreement * Creating and trading value 3 BUSINESS ACUMEN * Understanding pricing, gross margins and profit * Knowing the key points on which to negotiate 4 A FOUR PHASE MODEL FOR NEGOTIATION * Nine steps to successful planning * Discussing a deal - creating and claiming value * Making and framing proposals * Bargaining for the winning deal 5 EFFECTIVE COMMUNICATION * Effective questioning * Active listening skills * Understanding and interpreting body language * Barriers to effective communication 6 UNDERSTANDING INFLUENCE AND PERSUASION * Influencing strategies * Ten proven ways to influence people * Six universal methods of persuasion * Understanding why people do business with other people 7 NEGOTIATING TACTICS * Tactics for win-lose negotiations * Tactics for win-win negotiations * Effective team negotiating * Understanding and using powerv * What do you do when the other side has more power? 8 BARRIERS TO AGREEMENT * Common barriers to agreement * The Negotiators Dilemma * Dealing with die-hard negotiators * Dealing with lack of trust 9 POTENTIAL BARRIERS TO CROSS-BORDER AGREEMENTS * Understanding business methods and practice in other cultures * Figuring out who has the power and who makes decisions * Recognising and dealing with cultural differences * What's OK here might not be OK there 10 CLOSING THE DEAL * Four steps to closing the winning deal

An insightful, enjoyable and experiential programme to help you analyse data and information and make a balanced decision based upon sound commercial reasoning. It will enable you to identify options, make decisions and take actions based on a thorough analysis combined with instinct and intuition to make a positive effect on profitability. This programme will help you: * Identify ways to analyse data and sort relevant from irrelevant information * Develop analytical and numerate thinking, and consider the financial implications of a decision * Make decisions based on sound commercial reasoning - a mix of intuition and analysis * Select from a range of tools to analyse a situation and apply these effectively * Understand how costs and profits are calculated * Use tried-and-tested techniques to manage and control your budgets * Appreciate the fundamentals of financial analysis * Focus on the bottom line * Identify the basics of capital investment appraisal for your business * Evaluate results and seek opportunities for improvement to your business 1 THE COMMERCIAL ENVIRONMENT * What do shareholders and investors want? * What do managers want? * Profit v non-profit organisations * Investor expectations 2 FINANCIAL AND NON-FINANCIAL INFORMATION * Risk and reward considerations * Drivers of commercial decisions 3 RUNNING A BUSINESS * A practical exercise to bring financial statements to life * Different stakeholder interests in a business * The impact and consequences of decisions on financial statements 4 WHERE DO I MAKE A DIFFERENCE TO THE ORGANISATION? * How can I contribute to an improved business performance? * Key performance indicators - measuring the right things * A 'balanced scorecard' approach - it's not all about money! 5 A 'BALANCED SCORECARD' APPROACH * Analysing and reviewing my contribution to the business direction * What is the current focus of my commercial decisions? * Developing the business in the right way - getting the balance right! * Where should/could it be in the future? * Do my decisions support the overall vision and strategy? 6 MAKING COMMERCIAL DECISIONS * Left-brain and right-brain thinking * Convergent and divergent thinking * Analysis and instinct * Interactive case study exercise - emotional and rational decisions * Reflection - what is my style of making decisions 7 LET'S CONSIDER THE CUSTOMER! * Identifying target markets * Differentiating propositions and products * Customer service considerations * Marketing considerations and initiatives * Pricing strategies and considerations 8 STRATEGIC ANALYSIS * The external environment * The internal environment * LEPEST analysis * SWOT analysis * Forecasting * Group activity - analysing markets and the competition * How do these improve your decisions? 9 COMPARING PERFORMANCE * Analysing key financial ratios * Ways to compare performance and results * Break-even analysis 10 PROFIT AND LOSS ACCOUNTS AND BUDGETING * Managing income and expenditure * The budgeting process * How does this link to the profit and loss account? * Managing and controlling a cost centre/budget * The role of the finance department * Different ways of budgeting * Incremental budgeting * Zero-based budgeting 11 UNDERSTANDING THE BALANCE SHEET * Purpose of balance sheets * Understanding and navigating the content * What does a balance sheet tell you? * How do you affect your balance sheet? * Links to the profit and loss account * A practical team exercise that brings financial statements to life 12 BUSINESS DECISIONS EXERCISE * How does this improve your decisions? * A practical exercise to apply new knowledge and bring commercial thinking to to life * The impact and consequences of decisions on financial statements 13 WORKING CAPITAL * Why is this important? * The importance of keeping cash flowing * Business decisions that affect cash * Calculating profit 14 CAPITAL INVESTMENT APPRAISAL * Capex v Opex * Payback * Return on investment * The future value of money * The concept of hurdle rate 15 LESSONS LEARNED AND ACTION PLANNING * So what? * Recap and consolidation of learning * The decisions that I need to consider * Actions to achieve my plan