2061 Courses in Liverpool

In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales. One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer. By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer. By the end of this course, participants will be able to: * Understand the power of a positive customer experience in developing sales opportunities * Recognise and develop a sales opportunity when it arises * Engage with customers and develop rapport and trust * Use verbal and non-verbal communication skills and pick up on signals * Ask powerful questions - and listen to the answers * Create 'magic moments' for the customer * Turn a complaint into an opportunity * Know when to ask for referrals and testimonials * Pass on leads to the relevant people 1 INTRODUCTION * Aims and objectives * Beliefs about sales 2 BUILDING RAPPORT * First impressions * Short cuts to rapport * Finding common interests 3 SELLING OR SERVING? * Managing emotions and behaviour - Transactional Analysis * Moments of truth - creating 'magic moments' * Speed sells - the follow-up 4 MEETINGS * Planning a successful meeting * Pre-meeting connection and assistance * Sales meeting failure reasons * Right v wrong mindset 5 COMMUNICATION - VERBAL AND NON-VERBAL * The 3 Vs - Visual, Verbal, Vocal * Picking up on signals * 7 power questions * Questioning techniques * LISTEN - 3 types of listening skills 6 INFLUENCING * 6 levels of influence * Framing to change perspectives * Turning complaints into opportunities 7 REFERRALS * The power of referrals * How and when to ask for a referral * 5 steps from rapport to referral 8 PRESENTATION AND PITCHING (OPTIONAL SESSION) * Basic presentation structure and delivery * Creating powerful impressions * Creating a 60-second pitch * The elevator 10-second pitch - answering 'What do you do?' * Sales presentations * Emotion v Intellect - how to engage * Using visuals

The principles of effective time management are applicable to all aspects of life. When successfully applied in a sales environment they can lead to improved performance, higher sales and increased customer satisfaction. All salespeople would benefit from learning the tools and techniques to introduce impactful time management to their working lives. We have developed this programme to be practical, fun and interactive. Participants will better understand how to increase the amount of time spent on high-value sales activities, be able to improve their self-motivation and ability to get more done, and be better able to plan, delegate and speed up routine tasks. This course will help participants: * Learn key principles of managing sales priorities, meeting targets and getting 'everything' done! * Learn proven techniques for structuring your day, week and normal routine * Develop effective sales time management at the office and on the road * Learn a seven-step process for setting goals and objectives in your work and personal life * Understand how to make time for sales prospecting, designated call days * Understand practical ways to improve your time management 1 KEY PRINCIPLES OF SALES TIME MANAGEMENT * Course objectives and review of time log * Essential principles of sales time management * How do you use your time now? * Reviewing your working day (from pre-course survey) * Beliefs and feelings about time 2 MANAGING SALES PRIORITIES AND PLANNING SYSTEMS * Managing priorities and planning systems * Use organised persistence to plan your sales activity * Planning your territory and prospecting activity * How to use priority ratings not urgency to react to tasks 3 DEALING WITH DISTRACTIONS AND COMMUNICATION SKILLS * Know your time 'bandits' and creating more positive habits to overcome them * Making time by saying 'no' assertively and managing expectations * Assertiveness techniques for handling colleagues and clients * Making meetings worthwhile - preparation and planning 4 SALES GOAL SETTING AND ACTION PLANNING * Set clear, concise, and motivating sales goals and action plans * How to set and use goal setting as way of managing your time and increasing results * The principles of linking SMART objectives to action plans and daily activities 5 CREATING RESULTS FOCUS - EVERY DAY, WEEK, AND MONTH * Batch sales tasks together, starting with emails * Planning your day and week and protecting sales 'prime' time * Apply the 80/20 to your sales contacts, clients, and prospects 6 OVERCOMING PROCRASTINATION AND STRUCTURING YOUR DAY * Understanding procrastination, what it is and how to recognise it in yourself and others * How to stop procrastinating and start making progressing * Build a power prospecting hour into every day * Smart stuff to make more sales time: five automated tools * Live the $64,000 dollar question

Telephone selling can be a challenge. It can be a pressured environment and sales professionals need to be able to maintain peak performance in order to meet - and preferably exceed - their targets. This programme will help make it easier for them. The expert trainer covers the whole process, to help participants see it from their customer's perspective. The focus is on how to use a practical understanding of sales psychology, and of the nature of the telephone sales conversation, to help make it easier for customers to buy. This programme will give your team the skills to: This course will help participants: * Understand why people buy - and how that makes it easier to sell * Manage the sales process better * Steer their sales calls to a more positive outcome * Recognise - and respond to - customer buying signals * Meet and overcome objections * Choose the most appropriate techniques for closing with confidence * Enhance their resilience * Improve their communication skills on the telephone 1 INTRODUCTION * Aims and objectives * Overview * Self-appraisal of current skills and development areas 2 THE SALES APPROACH * What selling means * Why selling is like nature 3 THE TELEPHONE AS AN INSTRUMENT OF COMMUNICATION * Qualities of the telephone * How telephone communication differs from face-to-face * Advantages and drawbacks of the telephone * How to optimise selling over the telephone * Communication techniques to help you stand out from the crowd 4 CREATING A RELATIONSHIP * Professional telephone etiquette * Building a rapport * Connecting with the customer so that they feel you are on the same wavelength 5 THE STRUCTURE OF A SALES CALL * Opening the call - creating a positive first impression * Effective questioning to gather information and establish need * Identifying and presenting the features and benefits of the product or service * Matching the benefits to customers' needs * Recognising and responding to buying signals * Anticipating, meeting and overcoming objections * Closing the sale and asking for the order - different closing techniques * The importance of testimonials - how to obtain them and when to use them 6 LISTENING SKILLS * The challenges of accurate listening * How to enhance listening skills * Ensuring the customer feels heard and understood through empathetic listening 7 SHAPING AND USING A SCRIPT * Developing a script to increase levels of confidence * Leaving the door open 8 MANAGING THE CAMPAIGN * Organisation and call planning * Identifying your target market group * Planning who and when to call * Logging constructive information 9 PERSONAL MANAGEMENT * The importance of persistence * Is there a time to back off? * Stamina - optimising energy levels * Bouncing back 10 PRACTISING THE NEW INFORMATION * Pulling the details together * Practising in a supportive environment 11 ACTION PLANNING * Personal learning summary and action plan

This comprehensive one-day programme has been designed to provide participants with an overview of basic supply chain principles and concepts and to identify potential opportunities for reducing costs, minimising risks and adding value across the supply chain. This could include reducing inventory, procurement, transport and storage costs. Fundamentally, the object of the programme is to empower participants to be able to collaborate with all key stakeholders across the supply chain. This course will help participants: * Appreciate the importance of the supply chain as a source of competitive advantage * Understand the tools and techniques available to improve supply chain performance * Analyse and mitigate risks across the supply chain * Identify opportunities for improvements in their respective supply chains * Demonstrate competence in the pro-active management of the supply chain

The learning objectives that we believe you require to be covered within the training include: * A detailed understanding of the CDM 2015 Regulations and how they should work in practice * An understanding of the key roles (Designer, Principal designer, contractor, principal contractor and client) under CDM 2015 * What constitutes design and when you may be acting as a designer * The requirements for notification * Pre construction information, the construction phase plan and the H&S file * An opportunity for delegates to ask questions and gain clarification on specific project requirements 1 INTRODUCTION * Why manage health and safety? * The costs of accidents * Construction industry statistics * Why CDM 2015? 2 OVERVIEW OF HEALTH AND SAFETY LAW AND LIABILITIES * Criminal and civil law * Liability * Enforcement and prosecution * Compliance - how far do we go? * Statutory duties 3 HEALTH AND SAFETY LAW IN CONSTRUCTION - THE CURRENT FRAMEWORK * Framework of relevant legislation * Health and Safety at Work etc Act 1974 * Management of Health and Safety at Work Regulations 1999 * Construction (Design and Management) Regulations 2015 * Work at Height Regulations 2005 * Who is responsible for the risks created by construction work? * Shared workplaces/shared responsibilities * Control of contractors - importance of contract law 4 CDM 2015 - THE PRINCIPLES AND CURRENT BEST PRACTICE * Scope - what is construction? * Application - when do the Regulations apply? * The CDM management system * Dutyholders (client, designer, principal designer, principal contractor, contractor) * Documents (pre construction information, Notification, construction phase Plan, H&S File) * Management process * The 2015 HSE guidance / industry best practice * Clarification of roles and responsibilities 5 COMPETENCE UNDER CDM 2015 * What is 'Competence'? * The criteria to be used in construction * Achieving continuous improvement 6 PART 4 CONSTRUCTION HEALTH SAFETY AND WELFARE * Overview of Part 4 * Responsibilities * Welfare arrangements 7 RISK ASSESSMENT AND THE ROLE OF THE DESIGNER * Principles of risk assessment * Loss prevention / hazard management * What is a suitable risk assessment? * Design v construction risk assessment * The client is a designer? * Whose risk is it? 8 RISK ASSESSMENT EXERCISE * Understanding the principles of design risk assessment * Identifying hazards under the control of clients and designers * Quantifying the risk 9 QUESTIONS, DISCUSSION AND REVIEW

A flexible, modular-based, programme to heighten participants' awareness of ways in which their operations can affect the environment, the principles of environmental management and the practical steps they need to take as individuals and as an organisation to improve environmental performance. Depending on the course modules selected, this programme will give participants: * Increased awareness of relevant environmental issues * A greater understanding of, and commitment to, the organisation's environmental management programme * Preparation for any responsibilities they may have under an Environmental Management System * Further benefits according to options chosen 1 ENVIRONMENTAL AWARENESS * Definition of 'the environment' * Key environmental issues * Global warming * Ozone depletion * Acid rain * Air quality * Water pollution * Contaminated land * Land take and green belt shrinkage * Resource usage * Habitat destruction and species extinctions. * Option: This module can be used to explain the key environmental issues related to the activities of your own organisation. Diagrams, photos, pictures, examples and statistics relevant to your own organisation are used where possible to illustrate the points being made. 2 ENVIRONMENTAL LEGISLATION * Key elements of environmental legislation affecting the activities of your organisation - including international, European and UK legislation. * Legislation of particular relevance to your organisation - how it affects the operations of your organisation * Option: Legislation can be dealt with according to which aspect of the environment it protects (eg, air, water, waste) or which part of your organisation's activities it affects * Consequences of breaching legislation 3 ENVIRONMENTAL MANAGEMENT SYSTEMS * Overview of what an environmental management system is * How is an Environmental Management System (EMS) designed and put together? * Key elements (emphasising Plan - Do - Check - Review cycle) * The need to continually improve * Pros and cons * Reasons for having an EMS * Benefits of an EMS * Consequences of not managing the environment * Costs of installing an EMS * Explanation of ISO 14001 and EMAS standards and guidance as applicable to the EMSs of your organisation * Overview of your organisation's EMS * How it was set up / is being developed / operates * Who is responsible for it * Key parts of system (eg, environmental policy, objectives and targets) identified and discussed * EMS documentation - what and where it is. * Workshop option: Brainstorm 'Pros and cons' with the participants, come up with all their ideas for good and bad things about EMS and demonstrate that the 'good' list is longer than the 'bad' 4 ENVIRONMENTAL CONSEQUENCES * Define what an environmental impact is and discuss how they are determined, with reference to the EMS * Identify why we want to determine the environmental consequences of operations and activities; how they are used in the EMS for planning, and reducing the impact on the environment * Establish key environmental consequences of construction and operational activities on the site; discuss significance ranking and the control measures in place in your organisation. * Workshop option: In small groups, participants are asked to identify the impact on the environment of your organisation's activities or a part of their activities. They are then asked to rank these impacts in terms of their significance, using guidelines provided to help them be aware of the contributing factors (eg, frequency, severity). For a selected number of the impacts, the participants are asked to identify what control measures there are and which of these they play a part in. All stages can be discussed with trainers as a whole group at various stages during the workshop. 5 PROTECTED SPECIES, NATURE CONSERVATION AND INVASIVE WEEDS * Nature conservation, landscape and visual issues in the planning process - overview of key nature UK wildlife legislation, EIA, appropriate timing of surveys, Hedgerow regulations and landscape and visual impact issues * Ecological issues - ecological legislation, significant species, hedgerows * Archaeology in the development process - why archaeology is important, organisation in the UK, legislation and planning guidance * Construction phase issues and consents - major environmental issues during construction, including water resources and land drainage consents, discharges to land or water, water abstraction, public rights of way, tree protection, waste management, Special waste, noise, good practice pollution control and Environmental Audits * Identification and management of invasive weeds - including legal position regarding management 6 CHEMICALS AND FUELS HANDLING AND STORAGE * How health and safety management is closely linked to environmental management of materials * Planning - what mechanisms are in place for planning materials use; legislation, guidance and policies which define how to manage materials * Materials storage - what are the considerations for storing materials, covering: * Labels: what are the different types and what do they tell us? * Storage facilities: what are the requirements for safe storage of materials (eg, signs, secondary containment, access, segregation, lids/covers) * Handling: safe handling for protecting the environment, organisational procedures, high risk situations (eg, decanting, deliveries), how to reduce the risks (eg, use of funnels, proper supervision, training) * COSHH and MSDS: brief explanation of legislation and its role in environmental control of hazardous materials, how to use the information provided by COSHH assessments * Option: These sessions can be illustrated with photographs/pictures and examples of good and bad storage and handling practices * Workshop Options: Labelling Quiz - quick-fire quiz on what different labels tell us; Build a Storage Facility - participants are asked to consider all the environmental requirements for building a safe storage facility for their organisation 7 ON-SITE CONTROL MEASURES * Overview of the legislation associated with nuisance issues on site and mitigating problems when they arise * Examples of bad practice, including fuel storage tanks and mobile equipment - costs involved with prosecution of fuel spills, remediation costs, management costs, legal fees, bad PR coverage * Identification and management of contaminated land and relevant legislation * Workshop option: Participants are provided with a site plan containing information on site features, environmental conditions and indications of potential issues 8 WASTE MANAGEMENT * Why worry about waste? - a look at how waste disposal can impact on the environment, illustrated by examples of waste-related incidents, statistics on waste production on national, industry-wide and organisational levels, landfill site space, etc * Legislation - overview of the relevant legislation, what the main requirements of the regulations are, what penalties there are, and the associated documentation (waste transfer notes) * Waste classification - a more in-depth look at how waste is classified under legislation according to hazardous properties, referring to Environment Agency guidance * Handling and storage requirements - what are the requirements of the applicable waste legislation and how are they covered by organisational procedures? Examples of good and bad environmental practice associated with handling and storing waste. * Workshop option: 'Brown bag' exercise - participants pass round a bag containing tags each with a different waste printed on. They are asked to pick out a tag and identify the classification and the handling, storage and disposal requirements for the waste they select * Waste minimisation - overview of the waste minimisation 'ladder' and its different options (elimination, reduction, reuse and recycling), benefits of waste minimisation, examples of waste minimisation techniques * Workshop option: Participants are asked to identify opportunities that actually exist within the organisation for minimising production of waste that are not currently being taken advantage of 9 AUDITING * Requirements for environmental auditing of operations * Auditing the EMS * Types of internal and external audits * Requirements EMS standards (ISO 14001 and EMAS) * Carrying out internal audits and being prepared for external audits * Workshop options: * Mock audit 'Brown Bag' - can be used either for trainers to test participants as if they were in an audit situation, or for the participants to test each other and practice their auditing technique. The bag contains tags each with a different topic printed on (eg, waste skips); participants pass the bag round and select a tag; they are then questioned by the trainer or another participant about that topic as if they were in an audit situation. If the participants are auditing each other, they will be provided with a set of guidelines to keep in mind during the workshop. * Virtual auditing - a more practical workshop where participants review photographs of situations/activities relevant to the organisation's operations. They are asked to identify all the good and bad environmental practices that are occurring in the situations. 10 INCIDENT RESPONSE * What should you do when an incident does happen? * What should be in a spill kit? * When should you call in the experts? * When should you inform the Environment Agency or Environmental Health Officer? * Workshop option: The participants are provided with some incident scenarios and asked to develop a response to the incident 11 MONITORING AND REPORTING * Environmental monitoring programmes and procedures * Monitoring and reporting as control measures for environmental consequences * Monitoring and environmental 'STOP' card systems - personal and behavioural monitoring and reporting

Are you struggling with the 'creeping kilograms?' Many of us find that not only has our weight increased over the last few years but the diets either no longer work or become harder and harder to commit to. This session will help you re-evaluate your approach to losing weight and give you the foundations for creating a plan that makes it easy for you to reach and maintain a weight that feels right for you. Take away a tool that will enable you to assess your eating type, whether you are a protein or carbohydrate based eater, and eating style, whether you prefer to be a grazer or three meals a day, and develop an eating plan that works for you. You will have the opportunity to: * Explore the myths and reality of losing weight * Examine self-defeating eating habits and how to replace them with energy enhancing food * Learn about one change you can make today that will not only help you lose weight but improve your ability to think and manage your emotions more constructively

The ability to influence others is a life skill but also one that has never been so critically useful at work. This one day workshop will set you on the road to discover what you need to be able to think and do that will help you take people with you. This involves learning some new tools and strategies that fit the situation you are in and making sure you use the right skills and behaviours to influence well, whether it is a single person or a room full of cynical expectant people! This workshop will enable you to: * Learn about and understand influencing styles and strategies available and formulate plans and ideas on how to use them in influencing situations * Understand which skills and behaviours to use to be the most effective influencer * Have greater confidence in situations where they need to influence someone * Use thinking, speaking and behavioural techniques that enable influencing to be effective and positive * Review and evaluate learning and have an action plan to take back and implement in the workplace 1 WELCOME, INTRODUCTIONS & GETTING TO KNOW YOU AND WHY YOU ARE HERE * Course objectives 2 PERSONAL OBJECTIVES * Introducing a learning diary 3 GALLERY EXERCISE - USING IMAGES OF EXEMPLARS BROUGHT BY PARTICIPANTS * Plenary discussion * The skills and behaviours of an exemplar influencer 4 GROUP TASK - WHAT DOES YOUR SELF-EVALUATION SAY? * Discussion and conclusions 5 INFLUENCING - WHAT IS IT? - WHY DO WE NEED IT? * The current organisational landscape including values and behaviours the influencer operates in 6 PIT STOP - 'PULL / PUSH', 'THE LOST HORSE' AND 'TALKING AT' 7 DIRECT / SUPPORT / DELEGATE / COACH: THE DIFFERENT CHOICES AND APPROACHES TO CHOOSE FROM 8 UPDATING THE LEARNING DIARY 9 POWER AND TYPES OF POWER - ITS IMPACT ON INFLUENCING ABILITY AND APPROACH AND WHAT IS WITHIN YOUR CONTROL * Group task and discussion 10 THE 5 INFLUENCING STYLES TOOL * Series of tasks and exercises * Drilling down to a personal action plan for maximising influence 11 'THE PERSON WITH THE MOST FLEXIBILITY HAS THE MOST INFLUENCE' * Skills and behaviours for effective influencing * Exercises and techniques that develop skills for influencing 12 REVIEW AND EVALUATION * Action planning

This is an incredibly practical programme which has been developed to enable participants to improve their memory skills. The session focuses on specific techniques that can be used to improve retention of information. It also introduces the principles of mind-mapping By the end of this programme participants will be able to: * Explain how our brain processes and stores information * Describe the difference between short-term and long-term memory * Use specific techniques to improve retention * Explain the principles of mind mapping * Be able to use mind maps to plan and order information Each participant, no matter how poor they believe their memory to be, will by the close of the session have learnt techniques that enable them to memorise 53 items in a prescriptive order - a massive boost to their confidence in their memory skills. 1 AN INTRODUCTION TO THE BRAIN'S FUNCTIONS * Introductory brain-training * How the brain works * Left / right brain function * Short-term and long-term memory * Barriers to a good memory 2 MEMORY TECHNIQUES * Tips and techniques for improving memory * Basic word association * Chaining and linking * Touchstone techniques * Use of mnemonics * Memory hooks * Remembering names 3 MAXIMISING MEMORY * Minimising barriers * The importance of sleep and diet * Supplements which may affect memory 4 MIND-MAPPING * Purpose and principles * Creating a mind map * Use of colour to delight the eye and tickle the brain * How to use the output from a map

Software comes in a variety of guises - application software, firmware, middleware, system software. Increasingly, however, it doesn't necessarily present that way, especially as the boundaries between software, data and source code are becoming more and more blurred. And as software becomes more complex and more difficult to disentangle, so it becomes harder to manage and to value. But as it becomes more integral to every aspect of a business, so it is ever more important to keep on top of the technical, legal and commercial issues that arise, issues such as: To address these issues, organisations need a process for evaluating their current situation from all perspectives and for identifying the key actions they need to take to ensure holistic management of their software. This very practical programme will help set your organisation on the right path. Note: this is an indicative agenda, to be used as a starting point for a conversation between client and consultant, depending on the organisation's specific situation and requirements. This programme is designed to give you a deeper understanding of: * The technical, legal and commercial risks associated with software development, procurement, use and commercial exploitation * The most appropriate processes and responsibilities for managing those risks Note: this is an indicative agenda, to be used as a starting point for a conversation between client and consultant, depending on the organisation's specific situation and requirements. 1 SOFTWARE BUSINESS MODEL * What is the software business model? * What options exist? * Has the software business model been thoroughly reviewed to ensure its viability? This means fully understanding the market opportunity, the business environment and customer and end-user expectations. 2 TECHNOLOGY * What are the technologies? * How has the technology selection been validated considering the competitiveness, structure, and potential for future innovation? 3 UI AND UX * What is the UI and UX? How to best articulate this? * Has the user interface and user experience been studied from both a subjective and objective view to give insight into customer behaviour? 4 LEGAL FRAMEWORK / COMMERCIAL ASPECTS * Has the necessary legal framework or commercial aspects that may impact upon use or operation of the software been understood and risks identified and mitigated? 5 SOFTWARE DEVELOPMENT * What is the software development process? * Are both the business management and development team's processes resilient in order to improve the company's capability and the maturity of the software? 6 SOFTWARE QUALITY * What is quality? * What are the metrics around software quality? What is the maturity level, based around a qualitative and quantitative assessment? 7 INTELLECTUAL PROPERTY ASSOCIATED * What IP should be considered when it comes to software? * Does the company understand both the intellectual property risks and potential opportunities associated with this software? 8 SECURITY * What does software security mean in this context? * How is it being addressed? 9 AN HOLISTIC APPROACH * Review of roles and responsibilities to ensure appropriate management and protection