training for technicians, customer service executives...

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TRAININGFORTECHNICIANS,CUSTOMERSERVICEEXECUTIVES,SUPERVISORS&MANAGERSINTHETELECOMSINDUSTRY.

TECHNICALTRAINING

• EndtoEndPrinciplesofTelecommunications

• OverviewofMobileTechnologies

• EngineeringPrinciplesofADSL

• AnAppreciationofFibretoTheHome(FTTH)GPON

• InternetofEverythingConcepts

• CyberRiskandCyberDefence

• SubmarineCableSystemswithIPLCandIPTransitServices

CUSTOMERSERVICETRAINING

• CustomerServiceExcellence-TheFundamentals

• ManagingCustomerExpectationsinAConnectedWorld

• CustomerRetention

• ChangingWorldofCustomerCommunicationsExcellence

• ProactiveCustomerDifferentiation

• ManagingProblemCustomers

• DevelopingYourWorldClassCustomerServiceTeams

SUPERVISORYANDMANAGEMENTTRAINING

• EssentialSupervisoryandLeadershipSkills

• GettingResultsfromYourTeam

• ManagingChange

• ProblemSolving,ThinkingandDecisionMaking

• BuildingCreativityintoManagementThinking

• PeopleManagementSkillsforSupervisorsandFirstLineManagers

• AdvancedBusinessCommunications


TECHNICALTRAINING

ENDTOENDPRINCIPLESOFTELECOMMUNICATIONS

Thebirth,growth,transformation&futureofTelecommunicationsisafascinatingtopic.SinceAlexanderGrahamBell’samazingtelephonybreakthroughin1877,ourworldhasbeentransformedbyaseriesofengineeringtriumphswhichhasenhancedpersonal,businessandsocietywellbeingonplanetearth.Inthelast40yearsorso,theevolutionandgrowthofthemobilephoneplusthecreationandlaunchoftheInternethavebeenthetwolatestindustryphenomenatofascinate.

Thisthree(3)daycourseprovidesattendeeswithanend-to-endappreciationofthekeyengineeringbuildingblocksofourTelecommunicationsnetworksandsystemsandhowtheyhaveevolvedandimprovedtokeeppacewiththeincreasingandwiderrangingdemandsofconsumersandenterprisesalike.

Itexploresthecomplexitiesoftoday’sTelecommunicationssystemsandservices,beforetakingaglimpseatthefuturedirectionoftheindustryandwhatweshouldexpectoftheforthcominglandscape,includingthenextremarkableepisodeintheHistoryofTelecommunications–TheInternetofEverything.

OVERVIEWOFMOBILETECHNOLOGIES

Thistwo(2)dayoverviewcourseisdesignedtogiveattendeesaninsightintothephenomenalevolutionandgrowthoftheMobilePhoneindustryoverthelast40yearsorso.

MotorolalaunchedthefirstMobilePhonein1973andtodaythereare7.4bnMobilesubscriptionsintheworld–morethantheworld’spopulation.

ThisamazinggrowthissettocontinuewithStatistaforecastingafigureofalmost9bnbytheyear2020.

OverviewofMobileTechnologiesisaninformativeandwell-structuredcoursewhichexamineseachofthe2G,3Gand4GTechnologiesinturnbeforeconsideringhowMobileNetworks,SystemsandTerminalsareevolvingandchangingoncemore.

Finally,itconsidersthekeyrolethat5GTechnologywillplayinthenextglobalphenomenon–the‘InternetofThings’leadingtotherealizationofthe‘Hyper-ConnectedSociety’.


ENGINEERINGPRINCIPLESOFADSL

58%oftoday’sfixedBroadbandconnectionsareeffectedusingDigitalSubscriberLine(DSL)technologyanditstillhasamajorparttoplayintheexpansionoftheInternet(notleastindevelopingInternetcountries).

DSLconnectionsutilizetheexpansivecopperaccessnetworkallowingoperatorstoofferaquickandinexpensivemethodoffixedconnectiontotheInternet.

OfalltheDSLvariants,ADSLisbyfarthemostcommonlyinstalledoptionforresidentialandSMEconnectionsaroundtheglobe

Thisinformativetwo(2)dayclassroomtrainingeventisdesignedtogiveattendeesanend-to-endperspectiveofhowADSLtechnologyworksandconsidersitscapabilitiesandlimitations.

Finally,attendeesaregivenaglimpseofthefutureastrendsandforecastsofADSLandotherAccesstechnologiesareconsidered.

ANOVERVIEWOFFIBRETOTHEHOME(FTTH)GPON

Thisaninstructor-ledtwo(2)dayclassroomtrainingcourse,whichgivesattendeesaninsightintoNextGenerationAccessNetwork(NGAN)Technologies–inparticular,FTTHGPON.

Havingreviewedtraditionalfixedaccessbroadbandoptions(e.g.DSL,Cable,PowerLineandSatellite)andtheirperformancelimitations,thecourseinvestigatesthekeydriversthatareresultinginhugeinvestmentbyOperatorstobuildFiberOptictechnologyinthe‘localloop’.

ThefascinatingconceptsofFiberopticaldigital-lighttransmissionareexplainedandthephenomenalgrowthoftheInternetisdiscussed.

Finally,attendeesarepresentedwiththecoreelementsofFTTHGPONdesign,architectureandoperationalchallengesbeforeresearchingwhatnewandfuturisticservicestheInternetwilldeliveroverFTTX/FTTHconnections.


INTERNETOFEVERYTHINGCONCEPTSTheInternethasalreadyrevolutionizedthecomputerandtelecommunicationsworldlikenothingbefore.

Theinventionofthetelegraph,telephone,radioandcomputersetthestageforthisunprecedentedintegrationofcapabilitiesandtodaywepossessaworld-widebroadcastingcapability,amechanismforinformationdisseminationandamediumforcollaborationandinteractionbetweenindividualsandtheircomputingdeviceswithoutregardforgeographicallocation.

The‘InternetofEverything’istheconceptthatdescribeshowfutureinternetconnectionswillNOTberestrictedtothesecomputingdevices.

Wearealreadystartingtowitnesstheimpactofthecreationofa‘connectedworld’–wherebypeople,animalsandobjectsareconnectedtotheinternet.Therapidgrowthofwearables,connectedhomeappliances,medicalandfitnessmonitoringaresomeearlyexamplesofthisphenomenon.

Thistwo(2)dayoverviewCoursegivesattendeesaninsightintothischangingworldandhowthisdisruptivetechnologyissettoharnessintelligence,drivebusinessefficiencies,improvesafetyandoperationsanddeliverunprecedentedlevelsofcustomersatisfaction.

CYBERRISKANDCYBERDEFENCEThecourseisdesignedtogiveexperiencedtelecomsandcomputernetworkprofessionalsadditionalspecialistcybersecurityskills,allowingthemtofocusonhowendtoendnetworkprotectionisoptimised.Forexecutiveswithoutabackgroundinnetworking,whoaretaskedwithprotectingtheircompanyagainstcyber-attacks,thecourseprovidesanappreciationofnetworkvulnerabilitiesusedbyhackers,andthe techniquesusedtothwartthem.Internetuserswillgainvaluableinsightsonhowtokeepthemselvesprotectedandtopreventexposuretovulnerablenetwork.

Features include: Describe the strengths and weaknesses of defence mechanisms which aredeployed by end users, network administrators, and network operators to overcome securitythreats.

Appreciate the evolution of the technology involved in cybersecurity, including concepts such asencryption, firewalls, layering, redundancy, identity and authentication. Appreciate the increasingimportanceofcybersecurityininternetbasedproducts,particularlyarisingfromthegrowthincloudcomputing.Developawargamingapproachtotestingthesecurityofnetworks


SUBMARINECABLESYSTEMSWITHIPLCANDIPTRANSITSERVICES

ThecoursehasbeendesignedtobridgetheknowledgegapsthatmayexistinTelecommunicationsprofessionalsworkingonsystemsandinterfacessuchasSDH,GigabitEthernet,ODNetc.andnon-Telecommunicationsprofessionals(e.g.Financeexperts,ProductcostingandProductdevelopmentprofessionals)workinginrelatedindustries.

ItwillalsobebeneficialforMarketingprofessionalswhowishtounderstandboththeTechnicalandCommercialaspectsofsubmarinecablesandtheirproducts,alongwithtrafficandcostingtrendsgloballyandregionally.


CUSTOMERSERVICETRAINING

CUSTOMERSERVICEEXCELLENCE–THEFUNDAMENTALSThisisa2-dayinstructor-ledtrainingeventinvolvingpresentations,interactivesessions,quizzes,multi-mediaclips,practicalworkshopsandcaseScenarios.

ThecourseisdesignedtogiveparticipantsanopportunitytodeveloptheirunderstandingofthefundamentalsofCustomerServiceexcellence–andcanbeappliedto–orcustomizedfor-anyindustry,asrequired.

Therearepracticalaspectstothetraining–includingworkshopswhichallowparticipantstotrialtheirnewCustomerServicetheories-butinthesafetyoftheclassroomenvironment.

ThecoursethenconsiderstheimpacttheInternethasbeenhavingonCustomerServiceandlooksattheopportunitiespresentedbythe‘InternetofEverything’.

Featuresinclude:AppreciatethefundamentalprinciplesofCustomerService

UnderstandthereasonswhyCustomerServicehasbeensub-standardinthepast

RecognizethefactorswhicharedrivingCustomerServiceExcellenceintoday’sforward-thinkingOrganizations.RealizetheimpactoftheInternetonCustomerService

MANAGINGCUSTOMEREXPECTATIONSINACONNECTEDWORLD

Thisisa2-dayinstructor-ledclassroomtrainingeventwhichinvolvespresentations,quizzes,interactivesessions,embeddedmulti-mediaclips,practicalworkshopsplusCaseStudies.

Thecourseisdesignedtogiveparticipantsanopportunitytodevelopandimprovetheirunderstandingoftheprinciplesofcustomerserviceexcellence–especiallyasitappliestotheevolvingTelecomsIndustry.

Therearepracticalaspectstothetraining–including4workshopswhichallowparticipantstotrialtheirnewlearningbutinthesafetyoftheclassroomenvironment.

Thecoursethenconsidersthefuture–bothintermsoftheevolvingTelecommunicationslandscapeaswellasexpectedfuturedevelopmentsinCustomerServiceitself.

Featuresinclude:Understandthemeaningofexceptionalcustomerserviceandhowtheexpectationsofbetter-informedcustomersarechanging.Appreciatetherapidlyevolvingtelecomslandscapeandhowcustomerserviceisabouttobeakeydifferentiatorinthenearfuture.


CUSTOMERRETENTION

Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtomanageandretaincustomersinaneverevolvingworldofcompetitionandtechnologychanges.

Thecourseidentifieswhyweneedtoempathiseandfullyunderstandthemoderndaycustomerandalsounderstandtheunderlyingcauseswhycustomersleaveforacompetitor.

Thereareopportunitiestolearntechniquesinhowtobettermanagecustomersandutiliseskillstoenhancecustomersatisfactionwhichultimatelyresultsinimprovedcustomerretention.

Thecourseisoneofanumberof‘mixandmatch’one-daytrainingeventswhichcanbeattendedseparatelyorinthegroupingofyourchoice.

Featuresinclude:Whatis‘CustomerRetention’andwhydoweneedit?CustomerRetentionmodel,Customersegmentsandfocus,whycustomersleave,customersatisfaction,customerexperience,customerloyaltyladder,theWOWfactor,MYcustomer,howSloppyservicecanbecome‘viral’,ServiceLevelAgreements,measuringcustomersatisfaction,customerretentionandtheinternet,brilliantcustomerservice.

CHANGINGWORLDOFCUSTOMERCOMMUNICATIONSEXCELLENCE

Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtodelivercommunicationsexcellencewithallcustomersegmentswithinyourbusiness.

Itidentifiesandexplainsthecommunicationsjourneyintotoday’sinteractiveworldandthetechnologydriversbehindthechange.

Participantswillhavetheopportunitytolearnandpracticenewskillsinasupportiveenvironmentwhichcanthenbeappliedtoenhancebothcustomersatisfactionandultimatelycustomerretention.

Featuresinclude:Whatiscustomercommunication?customercommunicationsmodel,communicationstyles,managingcustomertouchpoints,thecustomercommunicationsjourney,customercommunications–hownottodoit,driversforchange,TheInternetofEverything.


PROACTIVECUSTOMERDIFFERENTIATION

Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesontheneedtoproactivelydifferentiatewithinallcustomersegmentsofyourbusiness.

Itexplainsthedifferentcustomertypes,theirdifferingneedsandthebenefitsofbeingabletotreateachsegmentinanappropriatemanner.

Participantswillbenefitfrombeingabletoidentifytherangeofcustomersegmentsthenapplytheappropriatetools&techniquestoachievebothbusinessandcustomerobjectives.


Featuresinclude:WhatisaCustomer?Customertypes,customerneedsandexpectations,thebenefitsofknowingyourcustomers,toolkitformanagingyourcustomersegments,timemanagementtoolsandtechniques,CustomerRelationshipManagement(CRM).

MANAGINGPROBLEMCUSTOMERS

Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandprovidesspecifictoolsandtechniquesforidentifyinganddealingwithproblemcustomers.

Itwillshowthatbyacceptingandembracingthesecustomersinacourteousandprofessionalmannerthatbusinessoutcomescanbeachievedtothesatisfactionofbothparties.

Participantswillbeabletodevelopandpracticetheskillstosupportanybusinesschangerequiredtomanagethiscustomertype.


Featuresinclude:WhydocustomersbecomeProblemCustomers?Specialisedpeopleskillsandteams,customerretentionandchurn,managingproblemcustomers,managingpersonalstress,proactiveidentificationandmanagement,theInternetandcustomerexpectations,theempatheticapproach.


DEVELOPINGYOURWORLDCLASSCUSTOMERSERVICETEAMS

Thiscoursebuildsontheprinciplesdeliveredinthe‘CustomerServiceExcellence–TheFundamentals’courseandfocusesonWorldClassCustomerService–inparticularthecharacteristicsofaWorldClassTeam.

Itexplainstherequirements,skills,behavioursandcompetencesrequiredtobuildaworldclassCSteam.Teammembers,supervisorsandmanagersarecoveredasspecificgroups.

Participantswillbeabletounderstand,developandimplementappropriateskillsetsaspartofthedevelopmentprocess.


Featuresinclude:CustomerServicereality,expectations&excellence,roleofaworldclassteammember,howtocreate&developaworldclassteam,talentmanagementlife-cycle,supervisoryskillsets,developingenvironmentforsuccess,measurementsuiteoptions.


SUPERVISORYANDMANAGEMENTTRAINING

ESSENTIALSUPERVISORYANDLEADERSHIPSKILLS

This2-daycourseprovidesessentialteamleadershipskillstothosewhoarenewtoplayingtheroleofaTeamLeaderorSupervisororinlinetobeone.

Leadershipisoftendifficultforteammemberswhohavejuststeppedintotherole,sothisprogrammeaimstodevelopandimproveleadershipskillsinordertoenhanceeffectivenesswithintheteamandorganisation.

Howtobuildacohesiveresults-orientedteamfromagroupofdiverseindividualmembers.

Motivationaltechniquesthatinspireteammemberstowanttoperformattheirpeak

Featuresinclude:Understandthe‘tool-box’ofskillsyourequiretobeasuccessfulTeamLeader/Supervisor.Putthesenewskillsintopractice–tothebenefitofyou,yourteamandyourorganization.

GETTINGRESULTSFROMYOURTEAM

Whatdothegreatteamsdothattheothersfailtodo?Howdoteamleadersbuildtheirteamstobeself-reliant,motivatedandproductive?

Thishighly-interactive3-daycoursewilldemonstratehowtoleadyourteamtoachievemorethaneitheryouoryourteammembersthoughtpossible.

Itwillteachyoutheskillsandtechniquestoenableyoutofeelmoreincontrolofyourteam.Youwillalsoapplytechniquesthathelpteammembersreleasetheirtalents,energy&potential.

Thecoursewillexaminethelatestwaystomotivateandmanageteamsforimprovedproductivityandmoraleandhelpyoubecomethekindofteamleaderthatothersintheorganisationaspiretobe.

Featuresinclude:Understandtheprosandconsofyourteamleadershipstyle;breakthroughself-limitingbeliefsaboutpersonalandteamachievement;harnessthepowerofrolemodellinginimprovingyourteam’soutput;developteamidentity,behaviourandculturetomakesuretheybecomeself-driven;deploythelessonsofmotivationaltheoryandlearnfromcasestudiesofhighperformingandself-organisingteams.


MANAGINGCHANGE

Whydosomanychangeinitiativescreateemployeedisengagement,disillusionandrecriminations?

This3-daycoursewilluseastructuredapproachtohelpyouunderstandthenatureofindividualandorganisationalchange.Itwillcentreonyourroleasaleaderofchange–whatinterventionstomakeatwhatstagetooptimisethechancesthatthechangeswillbeunderstoodandactedupon.

Featuresinclude:Understandhowyoupersonallydealwithchangeandwhatthatmeansforhowyoumanageit;learnarangeofmodelstoexplainandpredictreactionstochange;takethelessonsfromcasestudiesoforganisationalchangesuccessandfailure;recognisethetell-talewarningsignsoffailureandhowtodealwiththem;buildpersonalresilienceasaleaderofchange.

PROBLEMSOLVING,THINKINGANDDECISIONMAKING

Whydosomeproblemsseemsoinsoluble?Whydosomepeopleget“stuck”inthewaytheythinkaboutissues?

This5-daycoursewillhelpyouunderstandhowtothinkclearlyandcreatively,solveproblemsandmakedecisionsforyourselfandfosteritinothers.

Itwillshowyouhowtodeveloptheseskillsinyourorganisationandgiveyoutheconfidencetobeboldandexcitinginthewayyousupportivelychallengeunproductivewaysofapproachingproblemsandlengthydecisionmakingprocesses.Finally,youwillbecomebetterequippedtomanageyourworkloadanddaytodaychallengesbyapplyingtheseconceptsandskills.

Featuresinclude:Findingsfromneuroscienceonhowyourbrainthinks,creates,thinksanddecides;howpeoplethinkindifferentwaysandhowtousethediversityofthinkinginateam;waystoovercomeweaknessesinyourcurrentthinking;developdeeplisteningandquestioningskillstogettotherootsofaproblem;applyarangeofmodelsandtechniquestoanalysecomplexsituations;characteriseclientandcustomerneedsthroughtheirwayofthinkingandformulatecreativesolutionsbasedon“pain”resolution.


BUILDINGCREATIVITYINTOMANAGEMENTTHINKING

This2-daycoursewilldeveloptheskillsofcreativethinkinginyourselfandhowtoapplyitinhowyoumanageothers.Itwillbringfreshapproachestothewaysyoudealwithissuesandopportunities.Thecoursewillequipyouwithtoolsandtechniquesofthinkingandcreativityandthesewillbecomplementedbycleardecision-makingtoolsandprocesses.

Finally,youwillbecomebetterequippedtomanageyourworkloadbyapplyingcreativethinkingtoitandpositivelyembracethechallengeofchange.

Featuresinclude:learnthelessonsofsuccessfulcompaniesthatintroducedradicalideastodisruptthemarket;discoverhowyourbraincreatesideasandhowtoaccessthepartsthataremorecreative;overcomeweaknessesinyourcurrentwaysofthinkingandcreating;applymodelstogiveyouaconsciousframeworkforthinking;deployspecificcreativitytechniquestohelpyoudevelopbreakthroughthinking;setupsystemsforcreativethinkinginyourorganisation.

PEOPLEMANAGEMENTSKILLSFORSUPERVISORSANDFIRSTLINEMANAGERS

Doyouworryaboutmakingthetransitionfromanoperationalroletoasupervisoryorfirst-linemanagementone?Doyoufearthatyoucurrentlyjustdon’tpossesstheskillsandpresencetocommandtherespectofateam?

This4-daycoursewillhelpyouunderstandandpracticethebehaviouralskillstosuperviseandmanagepeopleandtheirperformance.Itwillhelpyoutomakeanearlyimpactortore-buildyourreputationandcommandrespectandloyaltyifyouarefindingteamsupervisionandmanagementdifficult.

Itwillequipyouwithtechniquesofperformancestandardandobjectivesettingasafoundation.Itwillthentrainyouinamethodofmanagementthathelpsyoudecidethelevelsofinterventionneededtogetyourpeopleperformingtotheiroptimum.Youwilllearnhowtodealassertivelywithconflicttoturnaroundperformance.Atthesametime,youwilllearnhowtoactivelypraisepeopletotaketheirperformancetohigherlevelsanddevelopthemaspeople.

Featuresinclude:Assertyourselfasamanagerorsupervisor;positivelyaffecttheperformanceofyourpeople;deploytechniquesofperformancethatactuallywork–outcomes-basedobjectivesetting,powerfulfeedbacktechniquesandbalancedappraisal;communicatewithclarity;dealmorecomfortablywiththechallengingemployees–under-performersand“over-performers”;manageyourowntime,activityandemotionallevels.


ADVANCEDBUSINESSCOMMUNICATION

Thiscourseisforpeoplewhoneedtocommunicatemoreeffectivelyatwork–bothinwritingandverbally.The3-dayeventsetsoutbestpracticeinwrittenandspokenbusinessEnglishandwillprovidetoolsandtechniquesforfurtherimprovement.

Featuresinclude:Writecoherentandcohesivebusinesscommunicationsincludinghowtocommunicatewiththeaudienceinmind,buildaclearstructure,avoidtypicalgrammar,

spellingandpunctuationtraps,developcrispsummariesandinfluentialrecommendations;expressyourselfclearlyin

presentationsbybuildingyourcredibility,gainaudienceattentionthroughstructure,arrestingvisualsandacompellingcalltoaction;persuadeandinfluenceothersbyrapportbuildingtechniques,deeplisteningandquestioningskills.

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