15 Professional Skills courses in Liverpool

The aim of this programme is to help attendees create better quality technical documents in an organised and efficient manner. It will give those new to the topic an appreciation of how to approach the task professionally whilst those with more experience will be able to refresh and refine their skills. The programme comprises three complementary one-day modules: The programme presents a structured methodology for creating technical documents and provides a range of practical techniques that help delegates put principles into practice. Although not essential, it is strongly advised that delegates for modules 2 and 3 have already attended module 1, or another equivalent course. Note: the content of each module as shown here is purely indicative and can be adapted to suit your particular requirements. This course will: * Explain the qualities and benefits of well written technical documents * Present a structured approach for producing technical documents * Review the essential skills of effective technical writing * Demonstrate practical methods to help create better documents * Provide tools and techniques for specification and report writing * Review how technical documents should be issued and controlled Note: the content of each module as shown here is purely indicative and can be adapted to suit your particular requirements. Module 1: Essential skills for technical writers 1 INTRODUCTION TO THE PROGRAMME * Aims and objectives of the module * Introductions and interests of participants 2 CREATING EFFECTIVE TECHNICAL DOCUMENTS * What is technical writing? how does it differ from other writing? * Key qualities of an effective technical document * Communication essentials and the challenges faced by technical writers * The lessons of experience: how the best writers write * The five key steps : prepare - organise - write - edit - release (POWER) 3 PREPARING TO WRITE * Defining the document aims and objectives; choosing the title * Understanding technical readers and their needs * Getting organised; planning and managing the process * Integrating technical and commercial elements * The role of intellectual property rights (IPR), eg, copyright 4 ORGANISING THE CONTENT * The vital role of structure in technical documents * Deciding what to include and how to organise the information * Categorising information: introductory, key and supporting * Tools and techniques for scoping and structuring the document * Creating and using document templates - pro's and con's 5 WRITING THE DOCUMENT * Avoiding 'blinding them with science': the qualities of clear writing * Problem words and words that confuse; building and using a glossary * Using sentence structure and punctuation to best effect * Understanding the impact of style, format and appearance * Avoiding common causes of ambiguity; being concise and ensuring clarity * Using diagrams and other graphics; avoiding potential pitfalls 6 EDITING AND RELEASING THE DOCUMENT * Why editing is difficult; developing a personal editing strategy * Some useful editing tools and techniques * Key requirements for document issue and control Module 2: Creating better specifications 1 INTRODUCTION * Aims and objectives of the day * Introductions and interests of participants * The 'POWER' writing process for specifications 2 CREATING BETTER SPECIFICATIONS * The role and characteristics of an effective specification * Specifications and contracts; the legal role of specifications * Deciding how to specify; understanding functional and design requirements * Developing the specification design; applying the principles of BS 7373 * Getting organised: the key stages in compiling an effective specification 3 PREPARING TO WRITE A SPECIFICATION * Defining the scope of the specification; deciding what to include and what not * Scoping techniques: scope maps, check lists, structured brainstorming * The why/what/how pyramid; establishing and understanding requirements * Clarifying priorities; separating needs and desires: the MoSCoW method * Useful quantitative techniques: cost benefit analysis, QFD, Pareto analysis * Dealing with requirements that are difficult to quantify 4 ORGANISING THE CONTENT * The role of structure in specifications * Typical contents and layout for a specification * What goes where: introductory, key and supporting sections * Creating and using model forms: the sections and sub sections * Detailed contents of each sub-section * Exercise: applying the tools and techniques 5 WRITING THE SPECIFICATION * Identifying and understanding the specification reader * Key words: will, shall, must; building and using a glossary * Writing performance targets that are clear and unambiguous * Choosing and using graphics * Exercise: writing a specification 6 EDITING AND RELEASING THE DOCUMENT * Key editing issues for specifications * Issue and control of specifications Module 3: Writing better reports 1 INTRODUCTION * Aims and objectives of the day * Introductions and interests of participants * The 'POWER' technical writing process for technical reports 2 CREATING BETTER REPORTS * What is a technical report? types and formats of report * The role and characteristics of an effective technical report * Understanding technical report readers and their needs * The commercial role and impact of technical reports * Getting organised: the key stages in compiling a technical report 3 PREPARING TO WRITE REPORTS * Agreeing the terms of reference; defining aims and objectives * Being clear about constraints; defining what is not to be included * Legal aspects and intellectual property rights (IPR) for reports * Preparing the ground; gathering information and reference documents * Keeping track of information: note making, cataloguing and cross referencing * Tools and techniques for developing a valid and convincing argument 4 ORGANISING THE CONTENT * The role of structure reviewed; some typical report structures * Who needs what: identifying the varied needs of the readership * What goes where: introductory, key and supporting sections * Creating and using model forms: the sections and sub sections * Detailed contents of each sub-section * Exercise: applying the tools and techniques 5 WRITING THE REPORT * Planning the storyline: the report as a journey in understanding * Recognising assumptions about the reader; what they do and don't know * Converting complex concepts into understandable statements * Presenting technical data and its analysis; the role of graphics * Presenting the case simply whilst maintaining technical integrity * Exercise: writing a technical report 6 EDITING AND RELEASING THE REPORT * Key editing issues for technical reports * Issue and control of technical reports

The often-used phrase, 'just the receptionist', completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation. This programme has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect. It will also help you get the most out of your working day. There are six key reasons to take part in this workshop. It will help you: * See your role in a new light * Develop your communication skills * Deal with different types of customer and situation * Boost your confidence * Cope in a pressurised environment * Get more satisfaction from your working day 1 INTRODUCTION * Workshop objectives and personal objectives * The challenges of 21st century communication * What makes an excellent point of Reception? And why is it so important? * Who and where are our customers? * As a customer, how do you like to be treated? * What makes people feel valued? * Objective and subjective aspects of customer service * 'Micro moments' that shape the relationship 2 COMMUNICATION ON RECEPTION * Definition of communication * Barriers to good communication * The 'recipe' of verbal, vocal and visual aspects of communication * Differences between communicating face-to-face and on the telephone * Communication 'leaks' * The primitive human response * The impact of visual communication - body language, gesture and facial expression * Voice - tone, speed, volume, pitch, clarity, inflection, pacing * Words - positive words and phrases compared with negative terminology * Professional greetings face-to-face * Steering the conversation with effective questioning 3 TELEPHONE EXCELLENCE * How we use the telephone * Qualities of the telephone * Non-verbal communication on the telephone - what aspects can be 'seen' by the other person? * Professional telephone etiquette * Taking and leaving messages - key points that can help customers, colleagues and the organisation * Clarifying information 4 LISTENING SKILLS FOR ACCURACY AND RELATIONSHIP BUILDING * How accurate are your listening skills? * What are the challenges for accurate listening? * Active / empathetic listening 5 CREATING A RAPPORT BY 'STYLE FLEXING' * Understanding how different people communicate * Shaping our message to the other person so that they feel understood * How changing situations can alter communication needs 6 CONFIDENCE AND ASSERTIVENESS * Recognising different styles of behaviour - aggressive, passive and assertive * Qualities of assertive communication - verbal, vocal and visual * Assertive techniques - basic, persistence, negotiation / empathetic * Demonstrating confidence 7 COPING IN A PRESSURISED ENVIRONMENT * Words - the most useful ones to use with stressed people and identifying the 'red rag' words * Challenging situations - what do you find difficult and how do you respond? * Dealing with outbursts of anger * Bringing non-stop talkers back from their tangent * Constructive ways to say 'no' 8 PULLING IT ALL TOGETHER * Action plans * Summary of key learning points

Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and the ability to deal with difficult people. You will benefit from this course if you are an administrator, medical/legal secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques. This course will help you identify: * your areas of strength and your areas for improvement in the work environment * ways to accept new challenges and responsibilities with confidence * what motivates you at work * techniques to improve your planning and time management * ways of improving your influencing and assertiveness skills * your preferred working style (and relate it to your interaction with others) * ways of using your initiative * how to deal with challenging people, using recognised communication methods The course will help you develop a flexible set of skills that will allow you to succeed at work, no matter what the day throws at you. It will help you communicate effectively with a diverse range of colleagues and others with tact and diplomacy. And, finally, it will help you provide the administrative support that is essential for the smooth running of your area and of the organisation as a whole. 1 INTRODUCTION * Overview * Introductions * Individual objectives 2 WHAT EXACTLY IS YOUR ROLE? * Before looking at new skills and techniques, where are you now? Do you have the skills, knowledge and attitude required to be an exceptional administrator? * Understand your job criteria * Identifying your strengths and areas for development * Activity - skills analysis * Activity - action plan 3 BUILDING TRUST * How can you build trust? * Understanding the links between reliability, consistency and trust * What is required to deliver efficient service? * Activity: efficient service requirements of the professional administrator 4 WORKING STYLES * Identifying your working style preference * Understanding the importance of a flexible approach * Identifying areas of improvement to become a more effective team member * Activity: Questionnaire (completing, scoring and charting) * Activity: drawbacks of my style * Developing your working style 5 ASSERTIVENESS * Understand the differences between behaviours * Activity: Definition and characteristics of assertive / aggressive / passive behaviour * Activity: Identifying different behaviours * Understanding how to be more assertive * How to use assertiveness techniques * How to ask for feedback * Activity: Making requests assertively * Activity: Refusing requests assertively 6 TIME MANAGEMENT * The importance of planning for success * The importance of managing interruptions * The importance of having clear purpose * Time management best practices * Activity: How do you plan your time? What prevents you improving your time management? How will you recognise success? 7 PRIORITISATION * How to prioritise work to meet deadlines * The prioritisation matrix * Activity: Post it! 8 DEALING WITH INTERRUPTIONS * The impact interruptions have on productivity * How to manage interruptions * Activity: What interruptions do you experience? * What tactics can be employed to reduce these interruptions? 9 CLOSE * Open forum * Summary * Action planning

The aim of this course is to provide an overview of the key principles and techniques for leading and managing project work. It will focus on the core principles and generic methods of project management, showing how these can be applied to typical projects. The scope of the programme includes: The course also emphasises the importance of the leadership and team-working skills needed by project managers and team members in carrying out their roles. The principal training objectives for this programme are to: * Explain and demonstrate the key principles of successful project management * Demonstrate a range of useful project management tools and techniques * Define the role of, and help participants understand the skills required by, the project leader * Illustrate the use of project skills through examples and case studies * Identify ways to improve project management, both individually and corporately DAY ONE 1 INTRODUCTION (COURSE SPONSOR) * Why this programme has been developed * Review of participants' needs and objectives 2 KEY CONCEPTS AND REQUIREMENTS FOR SUCCESS * Projects and project management * Lessons from past projects; the essential requirements for success * Differences between projects; characteristic project life cycles * The challenges of project management; the role of the project manager * Project exercise * A team exercise to demonstrate the challenges of project management 3 DEFINING PROJECT OBJECTIVES AND SCOPE * Identifying the stakeholders; key roles and responsibilities * Getting organised; managing the definition process * Working with the 'customer' to define the project scope 4 PROJECT CASE STUDY: PART 1 * Defining the project objectives: syndicate teams define the objectives and scope for a typical project 5 PROJECT PLANNING * The nature of planning; recognising planning assumptions * Planning the plan; the importance of team involvement * Developing the work breakdown structure * Estimating task resources, timescales and costs * Developing the project schedule * Analysing the plan and identifying the critical path 6 PROJECT CASE STUDY: PART 2 * Creating the project plan * Syndicate teams begin development of their project plans (for completion after session 7) * Team presentations and group discussion (after session 7) DAY TWO 7 MANAGING PROJECT RISKS * Understanding and defining project risks * Classifying risks and adopting an appropriate risk strategy * Identifying, evaluating and managing project risks * Agreeing ownership of project risks; the risk register * Integrating planning and risk management 8 PROJECT CONTROL * Pro-active and re-active control; striking the right balance * Pre-requisites for effective, pro-active project control * Avoiding unnecessary 'scope creep' and controlling change * Selecting the data needed to provide early warning of problems * Monitoring project performance: 'S' curves, slip charts, earned value * Getting good data and assessing project status * Defining the roles and responsibilities for control * Setting up a routine process for keeping up to date * Managing and controlling multiple projects 9 PROJECT CASE STUDY: PART 3 * Controlling the project * Teams control their project as new developments take place 10 COURSE REVIEW AND TRANSFER PLANNING (COURSE SPONSOR PRESENT) * Identify actions to be implemented individually * Identify corporate opportunities for improving project management * Sponsor-led review and discussion of proposals * Conclusion

The aim of this course is to expose the commercial context within which technical work is carried out. It is to allow technical staff to understand how they fit into a larger picture, why they may be asked to undertake tasks that may not appear to be technical and the impact their interactions have within the commercial context. The scope of the programme includes: The course emphasises the collaborative nature of delivery and the need to offer value to customers. The principal training objectives for this programme are to help participants: * Understand why technical roles are broader than we might assume * Appreciate the importance of, and the need to support, sales * Value the idea of 'Good Enough' * Recognise what can affect profitability * Realise the future needs protecting 1 INTRODUCTION * (Course sponsor) * Why this programme has been developed * Review of participants' needs and objectives 2 THAT'S NOT MY JOB! * How we see our own role in work * How other people see our role * Stakeholders: who are they and why do they matter? * The organisational backdrop * What is my role really? 3 SALES AND MARKETING * Where does the money come from? * Where do we find customers? * The sales process * One-off sales versus repeat business * Customer/supplier relationships * What something costs versus what the customer will pay * The value chain 4 ESTIMATING * Purpose of estimates * The problem with precision * Five estimating techniques 5 CHANGE CONTROL * Can you just do this for me? * When being helpful leads to bankruptcy * How to deal with change requests 6 RISK MANAGEMENT * Risk in projects * Risk in operations * Categories of risk 7 THE VALUE OF INTELLECTUAL PROPERTY * Issues with sharing information * Commercial in confidence * Non-disclosure agreements 8 COURSE REVIEW AND ACTION PLANNING * (Course sponsor present) * Identify actions to be implemented individually * What actions should be implemented to improve working with non-technical people? * Conclusion