On-line training course catalogue

Soft Skills for IT Professionals – an intensive development programme

Type of course: Classroom

Course details

Fee	£430 for 2 days - See pricing structure
Days	Up to 11 days training
Course code	PDSSITP

We currently do not have public dates scheduled for this course.
If you have a requirement for this course, please contact us for the latest course information.

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Overview

This module driven intensive development programmes is Xpertise’s recommended training path to help organisations improve the Soft 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 fulfill 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.

• 3 days booked qualifies for 17.5% discount
• 4 days booked qualifies for 20% discount
• 5 or more days booked qualifies for 25% discount

Soft Skills for IT Professionals – Recommended Modules

Module 1 – Customer Care via E-mail

On this module you will learn how to:

• agree what a professional response to an e-mail should look like and contain
• identify your barriers and strengths when communicating via e-mail
• 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, clichés and jargon
• identify the effectiveness of using positive language and powerful words and phrases
• examine ways of avoiding emotional responses
• establish the customers 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 intervention’s
• 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 positive image of your company
• demonstrate the importance of taking responsibility to achieve customer satisfaction
• recognise the importance of language indicators and adjust your conversations accordingly
• identify your preferred behaviours when communicating
• explain transactional analysis and use it to deal more effectively with customers
• handle challenging callers calmly and confidently
• demonstrate how you will reassure customers that their needs will be satisfied

Module 5 – Report Writing for IT Professionals

On this module you will learn how to:

• identify your barriers and strengths when writing technical reports
• explain the advantages of a systematic approach to writing technical reports
• review the use of appropriate grammar, punctuation and plain English
• recognise the necessity of avoiding the use of too many words, clichés and jargon
• effectively plan a report with the appropriate level of detail required
• research and prepare your report content in accordance with the exact needs of the reader
• structure the report to ensure maximum impact and readability
• recognise the reader’s preferred style and match the words to their style
• assess the appropriateness of using visuals to enhance your message
• critically review your own work

Module 6 – Train the IT Trainer

On this module you will learn how to:

• describe a systematic approach to the identification and analysis of training needs
• consider how effectively users are utilising their PC products
• identify your role in the training process
• set clear learning objectives for yourself and the trainees
• develop and implement a successful lesson plan
• describe the learning cycle
• demonstrate how adults learn
• design walkthroughs and exercises for trainees
• identify what makes up the ideal training environment