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We share the secrets of how to make one of the most challenging areas of managing people into one of the simplest and most rewarding. Build motivated and effective teams through managers who are skilled in setting challenging but achievable goals, measuring performance and giving great feedback.

Duration 5 Days 30 CPD hours This course is intended for New users of HP OperationsManagement (OMi) 9.21, including:? IT Tools engineers? Operations staff? Operations managers? Availability engineers? System administrators? Network administrators Overview At the end of the course, you should be able to:? Use OMi to effectively identify, prioritize, andresolve events? Use OMi to prioritize operational activities based onan event?s impact on key business services? Create event dashboards to meet the informationneeds of specific users? Describe CI resolution and correlation? Identify the health of services and technologycomponents based on Health Indicators (HIs) andKey Performance Indicators (KPIs) presented in OMi? Create and use OMi performance graphs? Create and use OMi tools? Create and tune Topology Based Event Correlation(TBEC) correlation rules? Create and tune Stream Based Event Correlation(SBEC) correlation rules? Create and tune Time Based Event Automation(TBEA) automation rules? Create and tune event suppression rules? Manage OMi user access and permissions? Create and tune OMi notifications? Describe the deployment architecture and options? Configure integration between OMi and HPOperations Management (HPOM)? Configure integration between OMi and HPSiteScope? Configure integration between OMi and NP EndUser Management (EUM) This course is recommended for individuals who are responsible for designing, implementing, or administering effective service operations capabilities for mission-critical business services. This course is recommended for individuals who are responsible for designing, implementing, or administering effective service operations capabilities for mission-critical business services. ADDITIONAL COURSE DETAILS: Nexus Humans OMI120 - Operations Manager i Software 9.x Essentials training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the OMI120 - Operations Manager i Software 9.x Essentials course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

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

It is essential that those charged with responsibility for credit control and debt recovery have a full appreciation of the relevant law: no-one can negotiate effectively to recover a debt if they don't understand the ultimate sanctions they can apply. This programme is designed to give them a practical, up-to-date understanding of the law as it applies to your particular organisation. This course will help ensure that participants: * Understand the relevant laws * Know how and when to invoke legal processes * Avoid legal pitfalls in debt collection negotiations Specific, practical learning points include: * Definition of 'harassment' * How to set up an in-house collection identity * Whether cheques in 'full and final settlement' are binding * The best steps to trace a 'gone away'... and many, many more. 1 DATA PROTECTION AND DEBT RECOVERY There are a whole range of things which can be checked on members of the public and which are not affected by the restraints of the Data Protection Act. These will be explained in simple, clear terms so that staff can use this information immediately. 2 COUNTY COURT SUING The expert trainer will show how to sue for money owed, obtain judgment and commence enforcement action without leaving your desk. This module is aimed at showing how to make the Courts work for you instead of the other way around! 3 ENFORCEMENT OF JUDGMENTS There are many people who have a County Court Judgment (CCJ) against their debtor but who still remain unpaid. This session explains each of the enforcement methods and how to use them to best effect. Enforcement methods covered include: * Warrant of Execution * Using the sheriff (now known as High Court Enforcement Officers) * Attachment of earnings * Third Party Debt Orders * Charging Orders (over property and goods) * Winding-up companies and making individuals bankrupt 4 OFFICE OF FAIR TRADING RULES ON DEBT RECOVERY Surprisingly few people are aware of the Office of Fair Trading rules on debt recovery and many of those that do know think they don't apply to them - but they do. Make sure you know what you need to! 5 NEW METHODS TO TRACE ELUSIVE, ABSENTEE AND 'GONE AWAY' DEBTORS Why write the money off when you can trace the debtor and collect the money you are owed? 6 CREDIT CHECKING OF NEW AND EXISTING CUSTOMERS It makes sense to credit check would-be, new and existing customers to evaluate the likelihood of payment delays or perhaps not being paid at all. This session shows a range of credit checking steps, many of which can be done completely free of charge, including a sample credit application / account opening form. 7 LATE PAYMENT OF COMMERCIAL DEBTS REGULATIONS Do your staff understand this legislation and how to use it to make people pay quicker than ever before? The trainer shows how. 8 THE ENTERPRISE ACT The Enterprise Act made some startling changes to corporate and personal insolvency. What are the implications for credit control and debt recovery within your organisation?

This is not a single course but a set of menu options from which you can 'pick and mix' to create a draft programme yourself, as a discussion document which we can then fine-tune with you. For a day's training course, simply consider your objectives, select six hours' worth of modules and let us do the fine-tuning so that you get the best possible training result. Consider your objectives carefully for maximum benefit from the course. Is the training for new or experienced credit control staff? Are there specific issues to be addressed within your particular sector (eg, housing, education, utilities, etc)? Do your staff need to know more about the legal issues? Or would a practical demonstration of effective telephone tactics be more useful to them? MENU Rather than a generic course outline, the expert trainer has prepared a training 'menu' from which you can select those topics of most relevance to your organisation. We can then work with you to tailor a programme that will meet your specific objectives. * Advanced credit control skills for supervisors - 1⁄2 day * Basic legal overview: do's and don'ts of debt recovery - 2 hours * Body language in the credit and debt sphere - 1⁄2 day * County Court suing and enforcement - 1⁄2 day * Credit checking and assessment - 1 hour * Customer visits and 'face to face' debt recovery skills - 1⁄2 day * Data Protection Act explained - 1⁄2 day * Dealing with 'Caring Agencies' and third parties - 1 hour * Debt counselling skills - 2 hours * Elementary credit control skills for new staff - 1⁄2 day * Granting credit and collecting debt in Europe - 1⁄2 day * Identifying debtors by 'type' to handle them accurately - 1 hour * Insolvency: Understanding bankruptcy / receivership / administration / winding-up / liquidation / CVAs and IVAs - 2 hours * Late Payment of Commercial Debts Interest Act explained - 2 hours * Liaison with sales and other departments for maximum credit effectiveness - 1 hour * Suing in Scottish Courts (Small Claims and Summary Cause) - 1⁄2 day * Telephone techniques for successful debt collection - 11⁄2 hours * Terms and conditions of business with regard to credit and debt - 2 hours * Tracing 'gone away' debtors (both corporate and individual) - 11⁄2 hours * What to do if you/your organisation are sued - 1⁄2 day Other topics you might wish to consider could include: * Assessment of new customers as debtor risks * Attachment of Earnings Orders * Bailiffs and how to make them work for you * Benefit overpayments and how to recover them * Cash flow problems (business) * Charging Orders over property/assets * Credit policy: how to write one * Council and Local Authority debt recovery * Consumer Credit Act debt issues * Using debt collection agencies * Director's or personal guarantees * Domestic debt collection by telephone * Exports (world-wide) and payment for * Emergency debt recovery measures * Education Sector debt recovery * Forms used in credit control * Factoring of sales invoices * Finance Sector debt recovery needs * Third Party Debt Orders (Enforcement) * Government departments (collection from) * Harassment (what it is - and what it is not) * Health sector debt recovery skills * Hardship (members of the public) * Insolvency and the Insolvency Act * In-house collection agency (how to set up) * Instalments: getting offers which are kept * Judgment (explanation of types) * Keeping customers while collecting the debt * Late payment penalties and sanctions * Letter writing for debt recovery * Major companies as debtors * Members of the public as debtors * Monitoring of major debtors and risks * Negotiation skills for debt recovery * Old debts and how to collect them * Out of hours telephone calls and visits * Office of Fair Trading and collections * Oral Examination (Enforcement) * Pro-active telephone collection * Parents of young debtors * Partnerships as debtors * Positive language in debt recovery * Pre-litigation checking skills * Power listening skills * Questions to solicit information * Retention of title and 'Romalpa' clauses * Sale of Goods Act explained * Salesmen and debt recovery * Sheriffs to enforce your judgment * Students as debtors * Statutory demands for payment * Small companies (collection from) * Sundry debts (collection of) * Terms and Conditions of Contract * Tracing 'gone away' debtors * The telephone bureau and credit control * Taking away reasons not to pay * Train the trainer skills * Utility collection needs * Visits for collection and recovery * Warrant of execution (enforcement)

This course is designed specifically to help improve your collection rates. The UK's leading trainer in the subject uses practical examples and case studies to show how to use debt collection techniques that really work. This programme will help participants to: * Understand debtors and communicate with them effectively * Improve their telephone and writing skills * Appreciate the key legal issues * Track down 'gone-aways' * Improve their collection rates 1 GIVING CREDIT AND COLLECTING DEBTS * The benefits when you get it right * The cost of getting it wrong 2 ANALYSING YOURSELF * The importance of making the right 'first impression' * Assessing your own personal communication style and how this affects your results * How do you (or might you) look in the debtor's eyes? What would you like to change? 3 ANALYSING YOUR DEBTORS * Types of debtor * The delaying debtor * The genuine debtor * The cashflow or hardship problem debtor * The ones who never intended to pay * Spot the most common reasons and excuses for non-payment - and learn how to deal with them 4 UNDERSTANDING DEBT RECOVERY AND THE LAW * Data protection issues * County Court suing enforcement methods * Human rights and debt recovery * Retention of title matters 5 TELEPHONE SKILLS FOR DEBT RECOVERY * A 7-point plan which works every time * Learning by example: listening to and analysing some pre-recorded (or live) collection calls * What was done well? * What should have been done differently? * Did the collector recognise opportunities? * Did the collector create opportunities where seemingly none existed? * Did the collector negotiate well or not at all? 6 WRITING SKILLS FOR DEBT RECOVERY * Key phrases to avoid * What to include * A sample letter which gets results in over 90% of cases 7 TRACKING DOWN THE 'GONE AWAYS' * A unique debtor-tracing plan * Why spend money on external tracers when you can find those 'gone away' debtors for yourself? 8 COURSE REVIEW * The traps to avoid * Key personal learning points

OVERVIEW -------------------------------------------------------------------------------- Internal auditing is an independent and objective activity to evaluate an organisation's internal operations. You'll learn how to initiate an audit, prepare and conduct audit activities, compile and distribute audit reports and complete follow-up activities. It is very important for the organisation to have a smooth flow of accounting as it plays a very important role in the development of the organisation. Financial Managers or any person who deals with Accounts need to see that the company accounts are very updated and are free from any risks that can become a problem during the time of Auditing.  Objectives   By the end of the course, participants will be able to: * Efficiently dealing with senior leaders with confidence  * Effective Contribution and Strategically Analysing and Auditing towards business success * Analysing and Evaluating as an effective internal audit leader * How to manage key relationships with the audit committee * Practical methods for managing the audit committee and senior management * Describing the significance to help maximize the contribution to their organization

Learn the basics of financial awareness and better understand the language used by accountants and how financial statements fit together within organisations. -------------------------------------------------------------------------------- COURSE OVERVIEW Duration: 2 days (13 hours)  This workshop will provide participants with a grasp of basic financial awareness, to help them to better understand the language used by accountants and how financial statements fit together.   Training is done in a jargon-free way that is aimed building attendees’ confidence in using financial terms and concepts within their organisation.  Competent financial management has many aspects, it is wide reaching and requires multiple skills but if participants work to become organised and effective in planning, these skills can be easily acquired. There is a misconception that to be a good operational manager dealing with financial decisions people must be accounting or numerical geniuses. There are basic skills that attendees can easily learn that will support them in those areas.  OBJECTIVES  By the end of the course you will be able to: * Identify the importance of financial management and its impact * Identify the link between financial information and decision making * Set, manage, monitor and review budgets * Analyse financial statements * Demonstrate the link between the statements, budgets and decision making. CONTENT Financial Management * Budgeting process (generic / client specific if possible) * Forecasting and re forecasting process * The need for accurate forecasting * Accrual v cash accounting revisited * Financial Objectives of the business * Users of the accounts Financial Tools * Depreciation and Amortisation * Accruals and Prepayments * Deferred and Accrued Income * Costs, Opex and Capex Financial Statements * The Income Statement * The Balance Sheet * Understanding capital employed * The relationship between balance sheet and income statement * The cash flow statement * Profitability: gross, operating and net margins * Review of client’s management information reports Building the Business Case * Break even analysis * Discounted Cash Flow * Discount factors * Net Present Value (NPV) * Internal Rate of Return (IRR)

This programme has a simple objective: to help a sales team create and implementa comprehensive account development plan. If you want to earn strategic partner or preferred supplier status with your clients and customers then you need to add value to their business, consistently, and you can only do this if you have a plan - a key account management plan. This programme will help participants: * Discover opportunities - through a deeper understanding of the customer's business * Develop partnership - through a better 'value proposition' for the customer * Increase repeat business - based on higher customer satisfaction * Improve synergy - by getting everyone to 'sing from the same hymn sheet' * Develop a collaborative account plan - validated by the customer and their own management * Secure resources - management will align resources to execute soundly based account plans * Win an increased share of 'customer wallet' - through systematic account development 1 THE SIX PRINCIPLES OF STRATEGIC ACCOUNT DEVELOPMENT * Introduction to the PROFIT account development model: * - Performance * - Relationships * - Objectives and goals * - Feedback * - Integration * - Teamwork * Practical account development strategies: overview and case studies 2 PERFORMANCE * Use practical tools to help you manage and measure account performance and success * Design and build a monthly account dashboard for all sizes of account * Prioritise and manage accounts and customers pro-actively and successfully, using proven planning tools * Develop a cross-selling strategy to integrate products or solutions into the customer's business as closely as possible 3 RELATIONSHIPS * How to build and manage key relationships within an account * Qualifying and managing key influencers accurately * Producing a 'relationship matrix' for each account quickly and easily * Approaching and developing new contacts strategically * Tools and techniques for successful tracking of contacts and call-backs * Developing a coach or advocate in every customer organisation pro-actively 4 OBJECTIVES AND GOALS * Where are you now? - how to establish your competitive position within an account * Know how to set, monitor and track key objectives for accounts over the short, medium and long term * Selling against the competition - developing both long- and short-term sales strategies 5 FEEDBACK - BUILDING LOYAL AND SATISFIED CUSTOMERS * The correct way to manage customer expectations and create listening loops within an account * How to monitor and track your customer's perception and satisfaction with your organisation * Building a personalised satisfaction matrix for each account * Customer review meetings - best practice in building loyalty by regular joint planning events * Understanding the concept of long-term customer value and the importance of adapting a customer-focused attitude 6 INTEGRATION * How to integrate your products or solutions with the customer's business needs and processes * Spot and react to early warning signals that may cause an account's loyalty to fade, reduce revenue or switch to a competitor * Developing a loyalty strategy for key accounts or groups of smaller accounts * Getting your message and strategy across to C-level contacts 7 TEAMWORK * Working with others to achieve your account goals * Gaining internal commitment from your organisation * Managing and working with a virtual team * Creating cross-departmental communication loops 8 PUTTING IT ALL TOGETHER * Personal account reviews * Personal learning summary and action plans

Duration 2 Days 12 CPD hours This course is intended for The course is designed for individuals who want to gain in-depth knowledge and practice in the discipline of Business Analysis (Business Analysts, Requirements Engineers, Product manager, Product Owner, Chief Product Owner, Service Manager, Service Owner, Project manager, Consultants) Overview Students should be able to demonstrate knowledge and understanding and application of Business Analysis principles and techniques. Key areas are: The breath of the role of a Business Analyst The processes and techniques of strategy analysis Investigation of an organization's business systems Techniques used within stakeholder analysis and the need for analyzing perspectives Conceptual modelling and business activity models Business improvements through gap analysis The Business case within the business change lifecycle The Business Analyst role analyzes, understands and manages the requirements in a customer-supplier relationship and ensures that the right products are delivered.The course provides in-depth knowledge and practice in Business Analysis COURSE INTRODUCTION * Let?s Get to Know Each Other * Course Overview * Course Learning Objectives * Course Structure * Course Agenda * Introduction to Business Analysis Practice * Exam Details * Business Analysis Certification Scheme RATIONALE FOR BUSINESS ANALYSIS * The role of the BA throughout the stages of the Business change lifecycle * The scope of the BA role within the context of the range of analysis activities * Three areas of competencies UNDERSTANDING THE STRATEGIC CONTEXT * Techniques in practice: * MOST * Resource audit * PESTLE * Porter's Five Forces * SWOT analysis * CSF, KPI and Performance target * Balanced Business Score Card UNDERSTANDING THE CURRENT SITUATION * Identification of stakeholder categories * Identification of relevant investigation techniques * The rationale for taking a holistic view * Rich pictures, Mind Maps and Fishbone diagrams STAKEHOLDER ANALYSIS AND MANAGEMENT * Power/interest and level of interest * Appropriate stakeholder management strategy * Stakeholder perspectives and CATWOE technique ANALYSING AND MODELLING BUSINESS ACTIVITIES * Conceptual models of a business situation * Five types of high level activity * Planning activities * Enabling activities * Doing activities * Monitoring and control activities * Three types of business events * The consensus business activity model IDENTIFYING POTENTIAL SOLUTIONS * Different categories of business rules * Gap analysis (through conceptual business activity model and as-is business situation) * Components of a new business model BUILDING THE BUSINESS CASE * Rationale for the development of a business case * Contents of a business case * Identification of tangible/intangible costs and benefits, risks and impacts * Rationale for the financial case and appraisal techniques * Business case review in the business change lifecycle ADDITIONAL COURSE DETAILS: Nexus Humans Business Analysis - Practice training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Business Analysis - Practice course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.