14 Courses in Bradford

PYTHON TRAINING COURSE DESCRIPTION This Python course focusses on teaching Python for use in network automation and network DevOps. We focus on getting delegates up and running with Python and network automation as quickly as possible rather than making them great programmers. In other words we concentrate on enabling delegates to use network automation libraries such as netmiko, NAPALM and Nornir, and APIs such as NETCONF and RESTCONF rather than enabling delegates to produce object oriented programs. Hands on sessions use Cisco and Juniper devices. WHAT WILL YOU LEARN * Run Python programs. * Read Python programs. * Write Python programs. * Debug Python programs. * Automate network tasks with Python programs. * Configure network devices with Python. * Collect data from network devices with Python. PYTHON TRAINING COURSE DETAILS * Who will benefit: Network engineers. * Prerequisites: TCP/IP Foundation * Duration 5 days PYTHON TRAINING COURSE CONTENTS * What is Python? Programming languages, Why Python? Python in interactive mode, Python scripts, ipython, Python version 2 versus version 3. A simple Python script. Comments. Hands on Installing Python, Hello world. * A network example On box vs off box Python. telnet, ssh, NETCONF, HTTP, APIs, manufacturers and API support, analysis of a simple telnetlib program. Hands on Using Python to retrieve the configuration from a network device. Using wireshark to analyse the actions. * Python basics I/O, operators, variables and assignment, types, indentation, loops and conditionals. Hands on Modifying the telnet program, changing configurations on a network devices. * Functions, classes and methods What are functions, calling functions, builtin functions, useful builtin functions, file handling, classes, objects, creating instances. Hands on Storing configurations in files, configuring devices from files, using an inventory file to work on multiple devices. * Libraries and modules Modules, files and packages, import, from-import, Python standard library, other packages, pip install, executing other programs. Managing python libraries. Hands on Using pip, installing and using ipaddress, subprocess to access netsnmp. For the more advanced, using the sockets library. * Paramiko and netmiko SSH, enabling SSH on devices, keys. Paramiko versus netmiko, example scripts. pexpect. Hands on Configuring VLANs from Python. * pySNMP Gathering facts using previous methods, SNMP review, pySNMP GET, pySNMP and SNMPv3. easySNMP library. Hands on Walking a MIB from Python. * NETCONF What is NETCONF? Enabling NETCONF on devices, A first ncclient script, device handlers, get_config, edit_config, copy_config, delete_config, commit, validate, pyEZ, utils_config, utils.sw. Hands on Configuration using ncclient and PyEZ. This session is expanded for those interesting in JunOS automation. * Manipulating configuration files Builtin functions, string handling. Unicode. Sequences, strings, lists, tuples. Dictionaries. TextFSM. Regular expressions. JSON, YAML, XML, YANG, Jinja2, templates. Hands on Jinja2 templating with Python to configure network devices. * NAPALM Getters, configuration operations, supported devices, NAPALM transport, Config-replace, Config-merge, Compare config, Atomic changes, rollback. Example NAPLAM scripts. Hands on Using NAPALM to gather facts, Using NAPALM for configuration management * REST and RESTCONF What is REST, HTTP methods, GET, POST, cURL, Postman, Python requests library. RESTCONF, a RESTCONF example. Hands on Modifying a configuration using RESTCONF. * Scapy What is scapy, Scapy in interactive mode, Scapy as a module. Hands on Packet crafting from Python. * Warning Errors and exceptions, Exception handling, try, except. Memory management. Garbage collection. Context management, With. Hands on Improving Python code. * Nornir What is Nornir? A network automation framework, inventories, connection management and parallelization. Nornir architecture and other libraires. Hands on Setting up nornir, nornir fact gathering, nornir tasks. * Optional Writing your own functions, Writing your own classes. pyntc. Hands on Writing reusable code.

NETWORK FORENSICS TRAINING COURSE DESCRIPTION This course studies network forensics-monitoring and analysis of network traffic for information gathering, intrusion detection and legal evidence. We focus on the technical aspects of network forensics rather than other skills such as incident response procedures etc.. Hands on sessions follow all the major sections. WHAT WILL YOU LEARN * Recognise network forensic data sources. * Perform network forensics using: Wireshark NetFlow Log analysis * Describe issues such as encryption. NETWORK FORENSICS TRAINING COURSE DETAILS * Who will benefit: Technical network and/or security staff. * Prerequisites: TCP/IP foundation for engineers. * Duration 3 days NETWORK FORENSICS TRAINING COURSE CONTENTS * What is network forensics? What it is, host vs network forensics, purposes, legal implications, network devices, network data sources, investigation tools. Hands on whois, DNS queries. * Host side network forensics Services, connections tools. Hands on Windows services, Linux daemons, netstat, ifoconfig/ipconfig, ps and Process explorer, ntop, arp, resource monitor. * Packet capture and analysis Network forensics with Wireshark, Taps, NetworkMiner. Hands on Performing Network Traffic Analysis using NetworkMiner and Wireshark. * Attacks DOS attacks, SYN floods, vulnerability exploits, ARP and DNS poisoning, application attacks, DNS ANY requests, buffer overflow attacks, SQL injection attack, attack evasion with fragmentation. Hands on Detecting scans, using nmap, identifying attack tools. * Calculating location Timezones, whois, traceroute, geolocation. Wifi positioning. Hands on Wireshark with GeoIP lookup. * Data collection NetFlow, sflow, logging, splunk, splunk patterns, GRR. HTTP proxies. Hands on NetFlow configuration, NetFlow analysis. * The role of IDS, firewalls and logs Host based vs network based, IDS detection styles, IDS architectures, alerting. Snort. syslog-ng. Microsoft log parser. Hands on syslog, Windows Event viewer. * Correlation Time synchronisation, capture times, log aggregation and management, timelines. Hands on Wireshark conversations. * Other considerations Tunnelling, encryption, cloud computing, TOR. Hands on TLS handshake in Wireshark.

CWDP TRAINING COURSE DESCRIPTION The CWDP course consists of instructor-led training applicable to the design of wireless LANs using the latest technologies including 802.11n and 802.11ac. The course goes in-depth into the design process and provides attendees with the knowledge needed to plan, deploy and test modern 802.11-based networks. It also prepares students for the CWDP examination. Students who complete the course will acquire the necessary skills for preparing, planning performing and documenting site surveys and wireless LAN design procedures. WHAT WILL YOU LEARN * Design enterprise WiFi networks. * Select appropriate antennas and Access points. * Perform site surveys. * Describe the security requirements required for enterprise networks. * Test, validate and troubleshoot installations. CWDP TRAINING COURSE DETAILS * Who will benefit: Anyone looking for the skills to analyze, troubleshoot, and optimize any enterprise level Wi-Fi network, no matter which brand of equipment your organization deploys. Anyone looking to become a CWNP. * Prerequisites: CWNA * Duration 5 days CWDP TRAINING COURSE CONTENTS * WLAN design overview Importance of good design, Impact of bad design, Design process, Design skills, Design toolkit. * Requirements analysis Pre-planning, Customer interaction, Requirements gathering, Discovering existing systems, Documenting the environment, Defining constraints, Creating documentation. * Designing for clients and applications Client Device types, Application types, Application-specific design, High density design issues. * Designing for industry Standard corporate networks, Industry-specific designs, Government, Healthcare, Hospitality, Retail, Public hotspots, Transportation, Mobile offices, Outdoor and mesh, Remote networks and branch offices, Last-miles / ISP and bridging. * Vendor selection processes Defining vendor issues, Operational planes, Design models, Understanding architectures. * Radio Frequency (RF) planning RF spectrum, RF behaviors, Modulation and coding schemes, RF accessories, Throughput factors. WLAN hardware selection Antennas, 802.11n and antennas, Choosing Aps, Powering Aps. * Site surveys Site survey tools, Site survey preparation, Predictive site surveys, Manual site surveys, Site survey principles and processes. * Designing for Quality of Service (QoS) QoS overview, QoS application points, Roaming support. * Designing for security Bad security, Authentication solutions, Encryption solutions, Security best practices, Intrusion prevention. * Installation testing, validation and troubleshooting Network health status, Troubleshooting and validation process, Troubleshooting and validation tools, Common problems. * Hands-on lab exercises Hands-on labs depend on the audience and can include use of: Spectrum analyzers, Protocol analyzers, Site Survey software, Diagramming software, Various wireless access points, Various wireless adapters and antennas.

ADVANCED PYTHON TRAINING COURSE DESCRIPTION This course caters to network engineers aiming to enhance both their Python proficiency and network automation skills. Delving deeper into key areas such as netmiko, Nornir, and ncclient, we also focus on automating network testing and validation. Participants gain greater confidence working with Python functions, classes, objects, and error handling. The course additionally introduces more libraries like Scrapli, TTP, pyATS, Genie, pybatfish, and Suzieq, which cover parsing strategies, automation testing, validation, network analysis, observability, and telemetry. The curriculum also encompasses concurrency techniques. WHAT WILL YOU LEARN * Write Python modules and functions. * Evaluate techniques to parse unstructured data. * Use NETCONF filters. * Handle Python errors effectively (try, assert…). * Use postman. * Automate testing and validation of the network. * Use scrapli, Genie, batfish and Suzieq. ADVANCED PYTHON TRAINING COURSE DETAILS * Who will benefit: Network engineers. * Prerequisites: Python for network engineers * Duration 5 days ADVANCED PYTHON TRAINING COURSE CONTENTS * Review CLI, NETCONF, RESTCONF, structured versus unstructured data, gNMI and when to use which. PEP 8. Naming conventions. Packages, modules, Classes and methods. The scrapli library. Netmiko versus scrapli. Hands on: scrapli, Dictionaries versus Regular Expressions. * Modules and Functions Writing your own modules, containers versus packages, virtual environments. Best practices, calling functions, writing your own functions. Parameters, arguments. Named arguments, dictionaries as arguments. Builtins. Docstrings. Main. __name__, __main__ . Program arguments. Hands on: Getting interfaces, showing interface status using Netmiko and functions. Using dictionaries as arguments. Writing your own modules. * Parsing strategies Turning unstructured data into structured data. textfsm, PyATS Genie parser, NAPALM getters, Template Text Parser. Hands on: Genie parser, TTP. Accessing structured data with lists and dictionaries. * Classes, objects and Python Python classes in Genie, PyEZ and others . Hands on: studying network automation classes, objects, methods and attributes. * Configuration management - more nornir, ncclient, requests Nornir tasks. Nornir results, Nornir functions, Nornir plugins. Nornir processors. YANG, YANG models, pyang. NETCONF hello. Capabilities. Schemas. Filters. Subtrees. XPATH. Exploring available YANG data models. NETCONF and network wide transactions. Asserting NETCONF capabilities. Configuration types. Locking configurations, commits. NETCONF data stores. Netconf-console. RESTCONF differences from NETCONF. URI construction. Postman. More XML and JSON. Git and configuration versions. Hands on: Nornir and Jinja2. Exploring available models, NETCONF filters. Using postman. * Python error handling and debugging Context handlers, try, assert, logging, pdb, pytest, unit testing, chatgpt. Hands on: Writing code with each of the error handling methods, investigating what happens on an error. Use chatgpt to debug your code. * Python Automation Testing Testing and validation. pyATS, Genie. Testbed file. Genie parse, genie learn, genie diff. Genie conf, Genie ops, Genie SDK, Genie harness. Xpresso. Hands on: Using Genie for state comparisons of the network. * Network analysis Batfish, pybatfish, configuration analysis, analysing routing, analysing ACLs. Pandas. Pandas dataframe. Filtering and selecting values of interest. Hands on: Use Batfish to analyse network snapshots, find network adjacencies, flow path analysis. * Network observability Suzieq, using docker, using as a package. Sqpoller, suzieq-gui, suzieq-cli, sq-rest-server. Namespaces and seeing devices, network state and Asserts. Time based analysis, snapshots and changes. Hands on: Suzieq: Gathering data from the network, analysing data from the network. Network state assertion. * Telemetry gRPC, gNMI. CAP, GET, SET. Subscriptions. Model Driven telemetry. Hands on: Analysing telemetry data with Python. * Concurrency asyncio, threads, processes. Nornir concurrency. Scrapli and netmiko concurrency. Hands on: Multiple SSH connections to devices at same time. Scarpli asyncio.

LINX 3 TRAINING COURSE DESCRIPTION A detailed study of BGP, from the basics of how it works through to advanced issues such as route reflectors, policy, filtering, route selection and routing registries. The course culminates with a study of an industrial strength BGP template illustrating important issues such as bogon filtering. Practical hands on with routers follow the major sessions to reinforce the theory. A multiple choice exam, leading to the LAIT III certification, is available after the course. The exam consists of 60 questions and lasts 2 hours. WHAT WILL YOU LEARN * Connect enterprises to the Internet, and ISPs to each other. * Describe how BGP works. * List, describe and configure the main BGP attributes. * Implement and troubleshoot BGP. * Work with route aggregation and calculate CIDR prefixes in seconds. * Influence traffic paths with BGP. LINX 3 TRAINING COURSE DETAILS * Who will benefit: Network engineers. * Prerequisites: LAIT I and II OR CCNP and take LAIT I and LAIT II exams whilst on this course. * Duration 5 days LINX 3 TRAINING COURSE CONTENTS * Basic BGP IGPs, EGPs, What's BGP? BGP RIB, in/out process, tables peers, adding routes. Hands on Simple configuration and troubleshooting. * The Internet and peering ASs, AS numbers, Internet structure, ISP types, ISP network design, IXs, peering vs. transit, public/ private peering, bi/multi-lateral peering. Hands on AS information gathering. * How BGP works Incremental updates, Path vector protocols, BGP protocol stack, the BGP header, message types, NLRI, withdrawn routes, route refresh, route dampening. Hands on More troubleshooting, packet analysis. * MBGP and IPv6 Multiprotocol routing, AFI, SAFI, MBGP and multicasts, IPv6, MPLS VPNs. Hands on IPv6 * BGPv4 aggregation CIDR, benefits, techniques, shortcuts, configuring BGP aggregation, leaking routes. Hands on Reducing routing table size. * BGP path selection BGP attributes, attribute types, route selection order, Local preference, AS prepend, MEDs. Hands on Influencing traffic with BGP. * BGP routing policies What is policy? Examples, route filtering, AS filtering, REs, applying preference selectively, peer groups. Hands on Sophisticated policies. * RIPE and routing registries RIRs, Allocations, assignments, PI vs. PA. Objects, RPSL, routing registry, Hands on The RIPE database. * Automating BGP configuration Automation tools, whois, IRRToolSet, Bogon lists, tracking bogon lists, HTTP, Peering, routing registries, DNS. * Communities What is a community? Community names, communities for: peer types and geography. RFC 1998, default communities. Hands on Setting local preference on other routers. * Route servers What are route servers? LINX route servers, route server policy control, What are route collectors, Looking glasses. Hands on Setting up and working with a route server. * Peer relationships IBGP, EBGP, next hop self, advertising routes into/out of BGP, synchronisation. Hands on IBGP, troubleshooting a large BGP network. * Route reflectors and confederations Full mesh IBGP, Route reflectors, RR configuration and design, confederations, migration issues. Hands on RR configuration. * BGP architectures Stub vs. transit AS, when to use BGP, multihoming strategies and issues, default routes. Multihop EBGP, load balancing. Hands on Multihoming. * BGP security RFC 7454, security steps, BGP TTL security, filters, RPKI, ROAs, rsync, rrdp, validators. A secure BGP template. Hands on RPKI prefix validation.

BGP TRAINING COURSE DESCRIPTION A detailed study of BGP, from the basics of how it works through to advanced issues such as route reflectors, policy, filtering, route selection and routing registries. The course culminates with a study of an industrial strength BGP template illustrating important issues such as bogon filtering. Practical hands on with routers follow the major sessions to reinforce the theory. A multiple choice exam, leading to the LAIT III certification, is available after the course. The exam consists of 60 questions and lasts 2 hours. WHAT WILL YOU LEARN * Connect enterprises to the Internet, and ISPs to each other. * Describe how BGP works. * List, describe and configure the main BGP attributes. * Implement and troubleshoot BGP. * Work with route aggregation and calculate CIDR prefixes in seconds. * Influence traffic paths with BGP. BGP TRAINING COURSE DETAILS * Who will benefit: Anyone who will be working with BGP. * Prerequisites: TCP/IP Foundation for engineers Definitive IP routing for engineers. * Duration 5 days BGP TRAINING COURSE CONTENTS * Basic BGP IGPs, EGPs, What's BGP? BGP RIB, in/out process, tables peers, adding routes. Hands on Simple configuration and troubleshooting. * The Internet and peering ASs, AS numbers, Internet structure, ISP types, ISP network design, IXs, peering vs. transit, public/ private peering, bi/multi-lateral peering. Hands on AS information gathering. * How BGP works Incremental updates, Path vector protocols, BGP protocol stack, the BGP header, message types, NLRI, withdrawn routes, route refresh, route dampening. Hands on More troubleshooting, packet analysis. * MBGP and IPv6 Multiprotocol routing, AFI, SAFI, MBGP and multicasts, IPv6, MPLS VPNs. Hands on IPv6 * BGPv4 aggregation CIDR, benefits, techniques, shortcuts, configuring BGP aggregation, leaking routes. Hands on Reducing routing table size. * BGP path selection BGP attributes, attribute types, route selection order, Local preference, AS prepend, MEDs. Hands on Influencing traffic with BGP. * BGP routing policies What is policy? Examples, route filtering, AS filtering, REs, applying preference selectively, peer groups. Hands on Sophisticated policies. * RIPE and routing registries RIRs, Allocations, assignments, PI vs. PA. Objects, RPSL, routing registry, Hands on The RIPE database. * Automating BGP configuration Automation tools, whois, IRRToolSet, Bogon lists, tracking bogon lists, HTTP, Peering, routing registries, DNS. * Communities What is a community? Community names, communities for: peer types and geography. RFC 1998, default communities. Hands on Setting local preference on other routers. * Route servers What are route servers? LINX route servers, route server policy control, What are route collectors, Looking glasses. Hands on Setting up and working with a route server. * Peer relationships IBGP, EBGP, next hop self, advertising routes into/out of BGP, synchronisation. Hands on IBGP, troubleshooting a large BGP network. * Route reflectors and confederations Full mesh IBGP, Route reflectors, RR configuration and design, confederations, migration issues. Hands on RR configuration. * BGP architectures Stub vs. transit AS, when to use BGP, multihoming strategies and issues, default routes. Multihop EBGP, load balancing. Hands on Multihoming. * BGP security RFC 7454, security steps, BGP TTL security, filters, RPKI, ROAs, rsync, rrdp, validators. A secure BGP template. Hands on RPKI prefix validation.

ABOUT THIS VIRTUAL INSTRUCTOR LED TRAINING (VILT) This 5 half-day VILT course will comprehensively cover the technical aspects of gas processing. The scope will be from the wellhead through the typical gas processing plant and discuss gas gathering (pipeline hydraulics), natural gas treating (H2S, CO2 removal), acid gas injection and sulfur recovery. One unique aspect of this training course is the operations and troubleshooting discussions in each module. This VILT course is suited to technical personnel or technical management. Training Objectives After the completion of this VILT course, participants will be able to: * Grasp the key specifications of natural gas and liquid products * Understand the physical and transport properties of gases and liquids and liquid-vapor phase behavior * Explore the various technologies for processing natural gas and to make the specifications * Examine the design of the technologies * Learn how to diagnose operating problems to keep facilities running reliably Target Audience This VILT course is intended for all surface technical personnel such as process engineers & technologists, facility engineers and production engineers & technologists. This VILT course will greatly benefit but not limited to: * Process, petroleum and production engineers * Field operators and technicians * Personnel involved in gas treatment and processing * Managers and Supervisors involved with gas processing operations Course Level * Basic or Foundation * Intermediate Training Methods The VILT course will be delivered online in 5 half-day sessions comprising 4 hours per day, with 2 breaks of 10 minutes per day. Course Duration: 5 half-day sessions, 4 hours per session (20 hours in total). The maximum number of participants for this course is 20 persons. Case studies and Exercises: This VILT course will use actual case references throughout its duration in various forms. This will allow the application of the participants' newly-acquired knowledge. Case studies also stimulate independent thinking and discussion among the participants Trainer Your expert course leader has written several papers that have been published in both academic and industry journals. He has over 30 years of industry experience, specializing in gas processing (pipeline hydraulics, separation, dehydration, treating, sulphur recovery and refrigeration processes) and also has experience with crude oil dehydration, stabilization and micro-refining topping plants. He has experience with developing new technology and is recently involved in lithium, waste biomass and used motor oil pyrolysis and geothermal projects. He has recognized expertise in thermodynamics and physical and transport properties of fluids. He has consulted for several EPC and operating companies through his company Chem-Pet Process Tech., and currently holds the role of Director of Technology in an integrated engineering and solutions provider to the energy industry. He is currently involved with a small power-based carbon capture project as well as helping clients determine the best options for utilities decisions. He has been involved with CO2 dehydration and CO2 flood gas treating as well as acid gas injection projects for several years. Highlighted Achievements: * Developed ORC geothermal model to determine the available power from wells in Alberta * Acting on the Technical Advisory Board for E3 Metals, extracting lithium from formation water. * Acted as a Subject Matter Expert for assessing the performance of the Plains Midstream Canada, Empress 1 Deep Cut Straddle Plant in a potential litigation. * Acted as an Expert Witness for JL Transportation patent defence of a dense phase technology. * Process engineer lead on the addition of the new Orloff gas plant for Deltastream. Also troubleshooted the oil battery shipping pump, plate exchanger and FWKO and treater. * Evaluated gas processing and sulphur recovery options for new feeds to the Zhaikmunai Zelenovsky Gas Plant, Kazakhstan (with PM Lucas, Serbia). * Completed capacity analysis for hydrocarbon dew point versus liquid recovery of three trains at Birchcliff Pouce Coupe facility including amine unit, refrigerated gas plant and acid gas injection. * Completed process design for CO2 flue gas dehydration for Husky Energy Inc (with Status Engineering) * Provided simulations of EnCana Foster Creek and Christina Lake and Husky McMullen SAGD facilities (with Vista Projects). Performed process engineering for Cenovus Pelican Lake SAGD pilot (with GRB Engineering) Bear Lake heavy oil polymer injection pilot (with GRB Engineering). * Lead process engineer on the design of IEC Kerrobert crude oil micro-refinery (topping plant). * Provided engineering support and troubleshooting for Enerchem Slave Lake Crude tower and product blending (with Status Engineering). POST TRAINING COACHING SUPPORT (OPTIONAL) To further optimise your learning experience from our courses, we also offer individualized 'One to One' coaching support for 2 hours post training. We can help improve your competence in your chosen area of interest, based on your learning needs and available hours. This is a great opportunity to improve your capability and confidence in a particular area of expertise. It will be delivered over a secure video conference call by one of our senior trainers. They will work with you to create a tailor-made coaching program that will help you achieve your goals faster. Request for further information post training support and fees applicable Accreditions And Affliations

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

How to protect your cash flow In the current economic climate more and more companies are finding that their customers are taking longer to pay - or are not even paying at all. As cash flow is key to the survival of any business, effective debt collection tactics are vital for all businesses. This workshop concentrates on the telephone skills and techniques you can use to achieve the most positive outcome in any debt collection situation - payment of money owed, as soon as possible, whilst keeping the collection cost as low as possible. The course will help you: * Understand your debtors and communicate with them accordingly * Develop a strategy for more effective debt collection * Make every call count * Handle difficult calls * Reduce the amount of time you need to spend on chasing payment * Increase your collection rates 1 THE DEBT COLLECTION PROCESS * Understanding the reasons behind payment default * Looking at the debt situation from the customer's point of view * Developing a strategy for effective debt collection 2 ADVANCED TELEPHONE COMMUNICATION SKILLS * Techniques for speaking to the person responsible for paying the debt * How to gain the customer's trust when discussing debt * Telephone collection skills best practice * Key phrases that keep the conversation positive and open 3 QUESTIONING AND LISTENING SKILLS FOR GATHERING INFORMATION * Different types of question * Using high-gain questions to uncover key information * Active listening that will help you understand what customers are really saying * Leading with examples and high-impact questions * Summarising and restating 4 OVERCOMING OBJECTIONS AND EXCUSES * Identifying objections * Preparing suitable responses * Probing objections and ways to overcome them 5 GAINING COMMITMENT AND ENDING THE CALL * Learn how to negotiate an agreement to suit both parties * Summarising actions for you and the customer * Ending the call professionally 6 DEALING WITH DIFFICULT AND CHALLENGING SITUATIONS * Understand different personality types * The correct way to respond to an upset customer * Ways to calm angry customers (and handle verbal attacks) 7 ACTION PLANS * Course summary and presentation of action plans