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Personal development programme for it professionals

QA Ltd

Other Qualifications , Business

Course Description

Overview 3 days booked qualifies for 17.5% discount 4 days booked qualifies for 20% discount 5 or more days booked qualifies for 25% discount This module-driven intensive development programme is QA''s recommended training path to help organisations improve the skills of IT Professionals. It consists of a choice of 5 two-day and 1 one-day modules which can be combined to provide exactly the right skills needed for IT professionals to fulfil their roles more effectively. Take your IT professional team to the next level with this intensive development programme. By purchasing individual modules, you will be able to select dates from our public schedule whilst benefiting from a special discount. If you choose to book two or more of these recommended modules, you can qualify for bigger discounts. Please note these discounts are not applicable with any other offer or discount structure. Course outline Module 1 - Customer Care via Email: On this module you will learn how to: select a professional response to an email should look like and contain identify your barriers and strengths when communicating via email state the importance of using plain English and the Plain English Campaign demonstrate a systematic approach to written communication - using the four block structure discuss and review the use of appropriate grammar, punctuation and spelling practise avoiding the use of too many words, clich?s and jargon identify the effectiveness of using positive language and powerful words and phrases examine ways of avoiding emotional responses establish the customer''s preferred style and match it using words that will help the customer feel valued from your response demonstrate composing a range of correspondence with fluency and style critically review your own work and edit it accordingly. Module 2 - Facilitation Skills: On this module you will learn how to: define what facilitate and facilitation mean identify the skills and competencies required when facilitating demonstrate the six step process in planning a facilitation session select the appropriate facilitation method choose from a range of interventions establish rapport quickly and effectively whilst recognising the importance of interpersonal skills state the importance of receiving feedback and the willingness to disclosure manage the barriers to problem solving gain commitment through decision making and consensus manage conflict constructively. Module 3 - Internal Consultancy Skills: On this module you will learn how to: recognise the stages in the consultancy cycle use the consultancy cycle as a framework for using key consultancy tools and techniques identify your own consulting style and develop a flexible approach to consulting identify and manage the political stakeholder system to maximise the success of the project state the ethics around consulting review the different types of change and their impact on the way people work identify people''s responses to change and understand why people often resist change help people work constructively through change manage conflict to achieve an appropriate outcome for all sides identify manipulative and non-manipulative influencing behaviours review how they influence and are influenced by others, and be able to use a range of negotiating skills and behaviours state the importance of creating a shared vision for the future and develop the skills to build the vision control the project through informed decision making and action. Module 4 - Maximising Customer Satisfaction in a Technical Environment: On this module you will learn how to: identify good and bad customer service behaviour identify the five stages needed to build rapport obtain from customers a clear understanding of their expectations recognise and use techniques such as matching, pacing and signalling to control the call use effective questioning techniques to clarify customer requirements and expectations portray a posit

Overview 3 days booked qualifies for 17.5% discount 4 days booked qualifies for 20% discount 5 or more days booked qualifies for 25% discount This module-driven intensive development programme is QA''s recommended training path to help organisations improve the skills of IT Professionals. It consists of a choice of 5 two-day and 1 one-day modules which can be combined to provide exactly the...

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