What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

More information: http://business-scene.com/event_detail.php?e=18665

What are the course objectives

• Identify the difference between a group and a team
• Explain those behaviours which could develop and maintain trust at work, and those which have the opposite effect
• Briefly describe the stages of an established model of group formation
• Explain why confidentiality is important in building and maintaining trust in the team
• Explain how a manager could benefit from knowing team members' preferred team roles

What's in the course?

• Characteristics of groups and teams - the differences, examples within the workplace
• The Theory of group formation
• How to identify team roles (e.g. Belbin) and the uses and implications for managers
• Building a balanced team to achieve objectives
• Differences between people, and the effects on relationship building
• Social skills appropriate to the workplace
• Range of behaviours which develop, maintain and destroy trust at work
• The importance of maintaining confidentiality in the workplace

More information: http://business-scene.com/event_detail.php?e=18664

What are the course objectives

• To recognise behavioural and communication differences
• Understand how our own behaviour affects others
• Understand the ways in which conflict may develop and can be resolved
• Observe and react to a variety of situations to minimise and resolve conflict
• Work towards the creation of a positive and harmonious work environment

What's in the course?

• Understanding why we behave the way we do (Strength Deployment Inventory)
• How others 'see' us and our communication style
• How to relate and communicate effectively with others
• Conflict causes, triggers and behavioural changes
• Conflict stages and how to recognise them
• Use of assertive behaviour to diffuse conflict
• A tool to manage own responses and those of others

More information: http://business-scene.com/event_detail.php?e=18663

Join This Exciting Programme and learn How to Create your Social Media Campaign

Success will follow when you attend this workshop on social media marketing!

Social media is a fantastic way to promote events, your business, your services or anything that might be relevant to your followers. The social media revolution offers powerful new tools for online marketing, and businesses have an opportunity to connect with their online communities of interest by using social media.

Although the culture, context and content is more important than the technology, the practicalities of getting started with social media marketing can be off-putting. There is a bewildering array of social media tools and sites.

On this workshop I will reveal to you:-

How to know which is right for your project
Where to start with your social media presence
Which accounts should you set up
And how will you find time for all those updates!

So if you need to get to grips with social media marketing quickly, join me on this workshop and you will create your own marketing plans for social media during the session that will get 2012 off to a flying start! Sign up now as places are limited!

More information: http://business-scene.com/event_detail.php?e=19038

What are the course objectives

• Explain why clear communication is so important
• Identify exactly what we are trying to achieve
• Choose the best method of approach
• Explore the barriers to effective communication
• Agree an action checklist for senders and receivers to get their message across more effectively

What's in the course?

• The benefits and drawbacks of 1-way v. 2-way communication
• Speak before you think - the language of behaviour
• Message received and understood
• "What you heard is not what I said!"
• The Windows of the Soul, and other cues
• Learn to listen, not just hear
• Prepare your message
• Choose your "Rudyard Kipling" approach (the '5WH's)
• Who needs to know, anyway...?

More information: http://business-scene.com/event_detail.php?e=18661

Are you a slave to your e-mail?

If you are - or even think you might be - The Way Ahead has the answer. "Be prepared to make change! Be creative and find new ways of doing things. Challenge and question your own habits, routines and the way you defend your time when others try to dictate how you should use it."

What are the course objectives?

• Identify where the time goes and what to do about it
• Establish priorities for your role
• Set SMART objective for your own workload, list them in order of priority and establish appropriate time scales for their achievement.
• Plan the achievement of the objectives, using an established time management technique.
• Identify the factors that could hinder your achievement of any one of these objectives.

What's in the course?

• The compulsive e-mail checker!
• How to avoid e-mail overload
• Type-casting your tasks to focus on what you should be doing - and when
• Managing interruptions
• Setting SMART goals
• How to eat an `elephant'......
• Top tips for becoming more effective in managing your time.

More information: http://business-scene.com/event_detail.php?e=18658

What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

More information: http://business-scene.com/event_detail.php?e=19032

Your trainer, Audrey, comes from a banking background and has also set up and managed her own business for many years - pitfall and all!

What are the course objectives?

• Preparing realistic budgets
• Generating and prioritising ideas for change
• Comparing different costing techniques
• Developing a new pricing structure

What's in the course?

• The `in's' and `out's' of the Profit and loss account and Balance Sheet

• Classification of costs

• Costs of running the business:

  • The difference between DIRECT and INDIRECT costs

• Methods of costing (advantages/disadvantages):

  • Absorption of overheads

  • Marginal costing

• Pricing

• Managing the budgeting process

More information: http://www.business-scene.com/event_detail.php?e=18654

What are the course objectives?

• Design your presentations to meet the objectives set by you or others
• Explain the needs and wants of your audience
• Know how to use presentation techniques and aids to maximise your message
• Be able to deliver your message with impact and clarity
• Explain how to deal with difficult questions and be able to request and deal with audience feedback
• Evaluate yours and others presentation performances

What's in the course?

• Building the framework of your presentation
• Understanding your audiences' preferences
• Developing your presenter qualities
• Preparing yourself both physically and mentally to present
• Keeping to time and other disciplines
• Using presentation aids
• Feedback techniques and evaluation
• Presentation practice, practice, practice makes perfect …

More information: http://business-scene.com/event_detail.php?e=18652

You will learn how to create, modify and save new presentations using a range of tools and shortcuts.

What are the course objectives?

To create an effective presentation. You will learn how to:-

• Input and combine text and other information within presentation slides.
• Use presentation software tools to structure, edit and format slides
• Prepare slide for presentation to meet your brief

What's in the course?

• PowerPoint essentials: understanding and navigating around the PowerPoint window; creating a blank presentation; using various keyboard shortcuts to select and navigate; understanding help
• Creating a presentation: using design templates; applying colour schemes; understanding what silde structure to use; adding slides; entering text; changing slide layouts; adding clipart; formatting slides
• Storing and Retrieving: saving, opening, closing and finding presentations; using templates; working with file properties
• Combining Information for presentations: inserting slides from other presentations; inserting images, charts and text objects; resizing and repositioning objects
• Presenting slides: checking presentations with spell check and grammar check; changing slide order; viewing the slide show; rehearsing timings; applying slide transitions; creating speaker notes; printing

What are the course objectives?

• Creating a role profile
• Indentifying key responsibilities for the role
• Prioritising personal attributes needed
• Agreeing the performance plan
• Managing the measures set
• Regularly reviewing progress against objectives
• Managing under-performers
• Working to an agreed 'reward' system

What's in the course?

• How should we manage our most important resource?
• Is it just about an annual 'appraisal'?
• Who should set their targets?
• How can we get the best out of our staff - especially the more 'difficult' ones?
• Should we give a BONUS to staff - just because they are on year older?
• How can we rate success and move the 'bar'?

More information: http://business-scene.com/event_detail.php?e=18648

This workshop is ideal for those who have either created a Twitter account but aren't really using it AND those who are tempted but are concerned about being drawn in to lenghtly time spent in front of the computer.

It will help you to create an appropriate strategy that makes the most of the time you have available, whether that is 10 minutes or 2 hours.

What is included?

• Identifying top influencers in your market sector
• Knowing who to follow and why
• Finding your own followers through conversation
• Creating your unique message style
• Linking your Twitter account to other networks
• Measuring the outcomes of your Twitter messages
• Using search and hash-tags to join specific conversations and groups
• Segmenting your activity with lists
• Being courteous on the networks

For more information, visit: http://internet-mentor.co.uk/2011/broadcasting-powerful-messages-with-twitter/

What are the course objectives?

• Explain the importance of making effective and efficent use of people's knowledge and skills while planning a team's work to achieve objectives.
• Use a chosen technique to identify the appropriate person for an activity.
• Explain how human resource planning can be used to assure output and quality
• Give examples of delegation and empowerment in the workplace.
• Identify barriers to/support for delegation
• Explain a technique that could be used to monitor the outcomes of delegation in the workplace.
• Review the effectivenss of feedback, recognition and reward techniques in the workplace.

What's in the course?

• What kind of boss are YOU?
• Planning the team's work
• Techniques to decide who's best for the task
• The need for making best use of people's strengths and skills
• 'Efficiency' v. 'Effectiveness'
• Who has the authority, repsonsibility and accountability?
• Delegation and empowerment
• Agreeing a 'Contract' of delegation
• What stops us delegating?

A new year, another opportunity to shine!

What goals have you set yourself for you and your businesses in 2012?

How will you ensure you reach them?

Join us in our goal setting workshop to make sure your plan is clear and ready to be actioned. Kick start by reassessing your goals and deciding on the practical actions you need to put in place to make it happen. We will work with you to ensure you are setting the right goals to get you to where you want to be.

More information: http://www.networkingmummies.com/ourshop/prod_1745924-Goal-Setting-and-Planning-Workshop.html

More information: http://internet-mentor.co.uk/2011/fitting-facebook-into-your-business/

What are the course objectives?

• Describe the importance of being able to deliver excellent customer service in today's marketplace.
• Define what excellent customer service is to your business and explain why we sometimes fail to get it right.
• Use excellent customer service to differentiate yourself and your organisation and to set you apart from your competitiors.
• Use techniques that turn a difficult customer into a satisfied customer.

What's in the course?

• Who are our customers and what do they want from us?
• How will excellent customer service benefit both you and your organisation.
• Creating a differential customer experiance.
• Creating a positive image that tells the customer 'what you can do'
• Developing the confidence needed to deal with difficult customers

What are the course objectives?

• Recognise the symptoms of stress in yourself and others
• Reduce stress causing factors in the workplace
• Dealing with frustration
• Measure the impact of stress on workplace effectiveness
• Identiying methods of controlling stress

What's in the course?

• What is stress?
• What are the signs: in you and others?
• How is stress caused?
• How can you identify stress and what are the warning signs?
• What can you do to reduce or avoid stress
• Finding the right balance

More information: http://www.business-scene.com/event_detail.php?e=18642

What's in the course?

• The compulsive e-mail checker!
• How to avoid e-mail overload
• Type-casting your tasks to focus on what you should be doing - and when
• Managing interruptions
• Setting SMART goals
• How to eat an `elephant'......
• Top tips for becoming more effective in managing your time.

What are the course objectives?

• Identify where the time goes, and what to do about it
• Establish priorities for your role
• Set SMART objectives for your own workload, list them in order of priority and establish appropriate time scales for their achievement
• Plan the achievement of the objectives, using an established time management technique
• Identify the factors that could hinder your of any one of these objectives

More information: http://business-scene.com/event_detail.php?e=18072

What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

More information: http://business-scene.com/event_detail.php?e=18075

What are the course objectives?

• Explain the value of networking
• Identify an appropriate work-based network for yourself
• Describe methods to establish and maintain effective relationships with the identified network
• Explain the general principles of negotiation
• Explain a relevant technique for influencing others to achieve workplace objectives
• Describe how to reduce resistance and minimise conflict to achieve a `win-win' situation in the workplace during negotiations.

What's in the course?

• The nature, purpose and value of networking
• Identification of relevant types of networks
• Techniques for influencing others
• Methods to establish and maintain effective professional relationships at various levels
• Formal and informal negotiation
• Negotiation strategy, tactics and behaviour
• Value systems and other barriers to acceptance
• `BATNA`
• Overcoming deadlock to achieve a `win-win' situation

What's in the programme?

We've used feedback from local companies to identify the topics to be included, and used it to create a Leadership and Managementprogramme to meet the learning and development needs of local businesses. There will be five 1-day workshops to include:

Day 1 - 7th December 2011
Introduction to Leadership

Day 2 - 4th January 2012
Building the Team

Day 3 - 18th January 2012
Understanding Business Finance

Day 4 - 8th February 2012
Motivating your Team to Perform

Day 5 - 22nd February 2012
Implementing Strategy through Effective Communication

Before attending the Day 2 Workshop, Building the Team, you will be asked to complete an online BelbinSelf-Perception Inventory, (included in the price). This popular behavioural tool examines how we tend to behave, contribute and interrelate with others in a team. Dr Meredith Belbin identified nine team roles and your Team Profile will give you a snapshot of your team role preferences. During the workshop we will be using the Belbin team role model to examine how teams perform, its uses and the implications for managers.

More information: http://business-scene.com/event_detail.php?e=18055

What are the course objectives?

• Outline the factors that influence how people behave at work
• Explain how to apply some of the basic recognised theories of motivation to team members, in given situations
• Explain the importance of feedback to improve communication and performance
• Compare the effectiveness of different types of feedback

What's in the course?

• What motivates YOU?
• Maslow's Hierarchy of Needs - UPDATE
• Herzberg's 'Hygiene Factors'
• The Peter Principle'
• Freud and Erikson's Basic Virtues and other Strengths
• Where does William Shakespear fit in?
• What DEmotivates your team?
• Managing the 'situation'
• Is feedback worth the time?
• How will personal development plans help?

More information: http://business-scene.com/event_detail.php?e=18071

It will walk you through everything you need to ensure your activities on Linkedin are helping you to achieve both business and personal goals. It will focus on key activities around your profile, using Groups and Answers appropriately as well as how you can easily generate leads and opportunities for business.

More information: http://business-scene.com/event_detail.php?e=18457

What are the course objectives?

• Discovering what compromises the assets and liabilities of the Balance Sheet
• Reviewing the record of business activity and profitability for the record
• Establishing the ground rules for safety, liquidity and profitability
• Exploring the art of interpreting and analysing financial information.

What's in the course?

• What makes a successful business?
• The risk: Balance Sheet basics
• The Return: Understanding budgets and what's what in the Profit & Loss Account
• The Ready: Creating a Cashflow Forecast and the 'money-go-round'
• Calculating sales breakeven
• How to choose the right Costing and Pricing policy for the business
• Interpreting the financial statements for the business

More information: http://business-scene.com/event_detail.php?e=18069

What are the course objectives?

Day 1:

• Understand the key principles of the appraisal process and how it links to the organisation's goals
• Know how to prepare yourself and others for the performance appraisal
• Know how to create performance objectives that link the individual's contribution to organisation's goals
• Understand how the appraisal process maps to recognition and reward.

Day 2:

• Understand how to build rapport for an effective appraisal discussion
• Know how to handle underperformance in the workplace
• Understand the requirement for keeping accurate appraisal records
• Understand how to measure against performance and when to review performance objectives
• Know how to link personal improvement and career development to a personal development plan.

What's in the course?

• Aligning personal objectives to business objectives
• Roles and responsibilities
• Appraisal and reward schemes
• Legal implications
• Organisational benefits
• The performance cycle
• Common performance management errors
• Setting objectives
• Evidence collection
• Preparing to performance manage
• Building rapport and maintaining it when the going gets tough
• Monitoring and evaluation
• Techniques to address underperformance
• Personal development activities

How would you like to see how other people are making money using social media? And more importantly how the same principle can be used by you! On this class we'll show you exactly the who, what, why's and where's of social media and how you to can be earning a second income.

What are the course objectives?

• Know how to describe a problem, its nature, scope and impact
• Know how to gather and interpret information to solve a problem
• Know how to solve a problem
• Know how to plan the implementation and communication of decisions.

What's in the course?

• What's the problem...?
• Identify the cause(s) of the problem
• Collecting information about the problem
• Analysing and interpreting the data gathered
• Generating alternative solutions
• Deciding what works best
• Implementing the chosen solution

Evaluating the effectiveness of the end result.

More ifnormation: http://www.business-scene.com/event_detail.php?e=18062

What are the course objectives?

• Preparing realistic budgets
• Generating and prioritising ideas for change
• Assessing the costs involved in changing to a new system
• Comparing different costing techniques
• Developing a new pricing structure

What's in the course?

• The `in's' and `out's' of the Profit and loss account and Balance Sheet
• Classification of costs
• Costs of running the business:
  • The difference between DIRECT and INDIRECT costs
• Methods of costing (advantages/disadvantages):
  • Absorption of overheads
  • Marginal costing
• Pricing
• Managing the budgeting process

More information: http://business-scene.com/event_detail.php?e=18087

What are the course objectives?

• Engage your audience when using the written word
• Use appropriate grammar, language and tone in business writing
• Use presentation styles for a range of business documents, i.e. letters and internal/external emails
• Know how to write a formal report to meet specified standards
• Understand how to incorporate supporting documentation into your written communications
• Store and archive your documents effectively

What's in the course?

• The process for writing
• Using plain English
• Common English grammar errors
• Tone, language and formality
• Mind maps
• Report structures and Harvard referencing
• The Fog index
• Design and house styles
• Proof reading essentials
• Storage and archiving

What are the course objectives?

• Design your presentations to meet the objectives set by you or others
• Explain the needs and wants of your audience
• Know how to use presentation techniques and aids to maximise your message
• Be able to deliver your message with impact and clarity
• Explain how to deal with difficult questions and be able to request and deal with audience feedback
• Evaluate yours and others presentation performances

What's in the course?

• Building the framework of your presentation
• Understanding your audiences' preferences
• Developing your presenter qualities
• Preparing yourself both physically and mentally to present
• Keeping to time and other disciplines
• Using presentation aids
• Feedback techniques and evaluation

Presentation practice, practice, practice makes perfect …

More information: http://business-scene.com/event_detail.php?e=18056

What are the course objectives?

• Understand your own beliefs and how they differ from others'
• Meeting your customer's needs and expectations
• Understand how you reveal your behaviour to others and how they will reveal it to you in demanding or pressure situations
• Develop techniques that give you a choice to act more assertively and to develop and maintain relationships

What's in the course?

• What makes a customer so 'difficult'?
• Causes of frustration
• Top 5 reasons for dissatisfaction
• Face-to-face encounter!
• Managing expectations
• Handling complaints
• Walking on eggshells
• Keeping your cool
• Pampering the customer

More information: http://business-scene.com/event_detail.php?e=18053

Course Schedule

09.00 Registration - Tea/Coffee

09.30 Induction, Welcome, Introductions, Housekeeping

10.00 Session 1 - The business of solving problems

11.00 Break - Tea/Coffee & Pastries

11.30 Session 2 - Making Rational Decisions

12.45 Buffet Lunch

13.30 Session 3 - Decision making tools

14.30 Break - Tea/Coffee & Biscuits

15.00 Session 4 - Open systems thinking

16.00 Mop-up, summaries & future resources

16.30 Closure, Tea/Coffee & Informal Networking

More information: http://business-scene.com/event_detail.php?e=18293

Social Enterprise Link (Wessex) - the Social Enterprise Difference

This month we will be learning more about social networking on line in "To Tweet, or not to Tweet?" led by Liz Gordon of Social Enterprise marketing organisation "Brilliant Fish" as well as finding new friends, colleagues and supporters through our structured networking activities.

6.00 Arrival and networking

6.15 "To Tweet, or not to Tweet?" - demystifying the world of Twitter & Facebook, giving practical advice on how using social media can best work when marketing your organisation and offering advice on whether you should be using it all!

6.45 "Hot News" - bring a short piece of news about your business or personal life that you would like to share with others in a small group. Looking for a volunteering role? Got a new product to promote? Started a new job? Let us know!

7.10 "Social Enterprise Board" - bring your requests for help to fellow networkers in a small "virtual board" who can advise, support or maybe even work alongside you to help you with your dilemma.

7.30 Any other business and end of meeting - catch up with final networking before leaving

7.40 End and help tidy up!

This networking meeting will not only provide you with some great networking opportunities, hints and tips, but also provide you with a forum to share your own hopes and dreams for yourself or your company, and gain the interest and support of those around you.

Liz Gordon, "Brilliant Fish"

Liz Gordon is Managing Director of Dorset-based social enterprise Brilliant Fish PR & Marketing Ltd, which offers PR, marketing and business development support primarily for social enterprises and charities. Liz has a background in the Education, Financial Services and Public sectors with extensive experience in mentoring and volunteer recruitment & management. Liz worked at Bournemouth University where she was Project Director for the highly successful Aimhigher National Mentoring Scheme where University students mentor school pupils, helping to develop the recruitment, training and evaluation aspects of the scheme. She also worked on secondment as Volunteer Co-ordinator in the Students' Union where she gained much experience working with student volunteers and outside agencies in the public sector.

More information: http://business-scene.com/event_detail.php?e=17721

What are the course objectives

• To recognise behavioural and communication differences
• Understand how our own behaviour affects others
• Understand the ways in which conflict may develop and can be resolved
• Observe and react to a variety of situations to minimise and resolve conflict
• Work towards the creation of a positive and harmonious work environment

What's in the course?

• Understanding why we behave the way we do (Strength Deployment Inventory)
• How others 'see' us and our communication style
• How to relate and communicate effectively with others
• Conflict causes, triggers and behavioural changes
• Conflict stages and how to recognise them
• Use of assertive behaviour to diffuse conflict
• A tool to manage own responses and those of others

For more information please go to: http://business-scene.com/event_detail.php?e=18049

More information: www.business-scene.com/event_detail.php?e=17727

Aimed at people who have attended "Ten Steps to the Perfect Funding Bid" or who have experience in writing fundraising applications, this brand new one-day course includes practical sessions on your own bids, plus personalised critique and development of your own writing style. Participants need to be able to provide the trainer in advance with a copy of a successful or unsuccessful application they have written to a charitable trust or foundation.

The day will consist of practical exercises, enabling you to develop the skills to grab the reader from the first line, describe your project concisely and with passion, demonstrate the outcomes the funder needs to see, and maintain coherence and interest throughout the bid. Trainer Tamara Essex is passionate about skilling up voluntary organisations to write the best possible applications, and this advanced course aims to help you reduce the need to employ external fundraisers, and increase your success rate.

More information: http://www.business-scene.com/event_detail.php?e=18042

What are the course objectives?

• Use a standardised project management framework
• Define, plan and control projects
• Understand the roles they and others play in effective project delivery
• Identify, manage and reduce risks in all projects

What's in the course?

• Concepts and Terminology
  • When is work a Project
  • What is Project Management
• Project Management Cycle
  • What does it mean
  • Are there other models
• Initiation
  • Business Need
  • Cost Benefit Analysis
  • Project Initiation Document
  • Project Objectives
  • Identifying Risk
• Planning
  • Planning the Project
  • Plan Preparation Checklist
  • Cost Planning
  • Estimating Techniques
• Execution
  • Controlling against the Plan
  • Communication Plan
  • Project Tools
    • PERT and Gantt Charts
    • Networks and Critical Paths
    • Work Breakdown Structure
• Closing
  • Checklist for Closing a Large Project
• Identifying the Skills of a Project Manager
  • Leading Teams
  • Negotiation
  • Reporting
  • Planning
• Success Factors of a Project

More information: www.business-scene.com/event_detail.php?e=16534

More information: www.business-scene.com/event_detail.php?e=17726

With corporate and community fundraising tougher than ever in the current financial climate, bids to the Lottery and to charitable trusts and foundations are ever more essential. But they're receiving higher numbers of bids than ever, so how do you get YOUR bid to the top of the pile and not in the bin?

Successful bid-writer and professional fundraiser Tamara Essex is sharing her secrets with you. This highly practical and enjoyable day will equip you with the skills and confidence to write the "perfect" fundraising application. Tamara will also arm you with an invaluable resource pack. This course could be the best investment you and your organisation make this year, whether you are a novice or have some experience in fundraising.

More information: http://www.business-scene.com/event_detail.php?e=18036

What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

Business Link and Dorset Councils Working Together are pleased to offer business owners in Dorset the opportunity to find out if you can become a supplier to local Councils. This event is free of charge.

More information: http://www.business-scene.com/event_detail.php?e=18123

What's the day about?

Owner/Managers of small to medium sized businesses based in Dorset are invited to attend the day's business advice seminars and network with business support agencies and key procurement staff from Dorset's councils.

Business Advice Seminars

These seminars have been designed to give a greater understanding on where to find information on supplying to Dorset's councils and how to maximise your chances of success.

• Understanding the Dorset Procurement Partnership
• Improving your success rate and winning work
• How sustainable practice can help your bid
• Selling to Dorset Councils

Partner Zone

Public sector and business support agencies will be on hand to answer your questions throughout the day. They will include:

• Business Link
• Dorset County Council
• East Dorset District Council
• Christchurch Borough Council
• New Forest District Council
• Bournemouth Borough Council
• Borough of Poole

This course is designed for managers who want to improve the overall effectiveness of their meetings, by understanding when meetings should be held and how to make them more productive for everyone attending.

For more information: http://www.business-scene.com/event_detail.php?e=18034

What are the course objectives

• Describe how to prepare for a meeting
• Be able to explain the purpose and format of commonly used meeting tools
• Explain the roles and responsibilties of those attending a meeting
• To review own effectiveness when attending and managing meetings

What's in the course?

• Types of meetings, their value and purpose
• Meeting roles and terminology
• Preparation and timings
• Creating an agenda to follow
• Physical resources and logistics
• Different styles of minutes and when to use them
• Using guest speakers and helping others to contribute
• Basic etiquette and protocols that apply to meetings
• Action points and follow up

This course is designed for people who are struggling to find the best way to communicate with customers or colleagues, particularly when conflict situations arise or have the potential to do so.

More information: www.business-scene.com/event_detail.php?e=17119

What's in the Course?

• Understanding why we behave the way we do (Strength Development Inventory)
• How others 'see' us and our communication style
• How to relate and communicate effectively with others
• Conflict stages and how to recognise them
• Use of assertive behaviour to diffuse conflict
• A tool to manage own responses and those of others

If you are a front line manager, or aspiring to become one shortly, this workshop will help you to develop your skills and knowledge, to become more effective in your role as coach and mentor to your team.

More information: www.business-scene.com/event_detail.php?e=17118

What's in the Course?

• The role of the mentor
• Learning Styles
• The process of personal change
• The 'Wise Counsellor'
• Non-directive interviewing
• "Reading" the "Message"
• Guidelines for giving feedback to others
• Measuring the effectiveness of the coaching programme

For the practising or aspiring front line manager, who needs to find suitable methods of organising the team, and deciding to whom best to delegate work tasks, for efficient and effective achievement of objectives.

More information: www.business-scene.com/event_detail.php?e=17117

What's in the Course?

• What kind of boss are YOU?
• Planning the team's work
• Techniques to decide who's best for the task
• The need for making best use of people's strengths and skills
• 'Efficiency v Effectiveness'
• Who has authority, responsibility and accoutability?
• Delegation and empowerment
• Agreeing a 'Contract' of delegation
• What stops us delegating?

This course is aimed at those who have little or no experience of Project Management and it provides them with a structured and practical approach to the Planning, Monitoring and Control of Projects.

More information: www.business-scene.com/event_detail.php?e=17116

What's in the Course?

• Definition: Using the BOSCARD technique delegates will be able to define their projects, identify success criteria, define roles and responsibilties, scope the project and define the deliverables
• Planning: Delegates will be introduced to the planning lifecycle and given the opportunity to practice the use of WBS technique and conduct a Critical Path Analysis of their project
• Stakeholder Management: This session will provide the delegates with a practical approach to identification, analysis and management of stakeholders. It also provides them with a template to create a communication plan
• Risk Management: Using a simple 4 step approach, delegates will conduct a risk assessment of their project and provide responses to identified risks
• Monitoring and Control: Delegates will be introduced to various methods and provided with the simple and practical 4 question technique to ensure that their projects are running to plan
• Project Closure: The importance of this phrase is highlighted during this session

For the practising or aspiring front line manager who needs to identify what makes each member of their team `tick', and then to be able to pick and use the most appropriate method(s) to motivate the team to perform effectively.

More information: www.business-scene.com/event_detail.php?e=17114

What's in the Course?

• What motivates YOU?
• Maslows Hierarchy of Needs - UPDATE
• Herzberg's 'Hygiene Factors'
• The 'Peter Principle'
• Freud and Erikson's Basic Virtues and other Strengths
• Where does William Shakespeare fit in?
• What DEmotivates your team?
• Managing the 'situation'
• Is feedback worth the time?
• How will personal development plans help?

Designed for senior managers and directos who are looking to challenge themselves and discover new ways of achieiving stunning results.

More information: www.business-scene.com/event_detail.php?e=16786

If you are a senior manager or director your most important challenge is almost certainly to inspire others to commit every talent and skill they have to achieving your vision day after day and year after year.

This programme runs for 6 days over a six month period allowing you to hone your capacity to influence and inspire others with precision.

Our approach to leadership development is Socratic. Socrates was a 'gadfly' on the backside of ancient Athens. He saw it as his patriotic and democratic duty to ask all the difficult questions that the ancient Greek leaders wanted to avoid. If you or your organisation has been suffering from 'Naked Emperor Syndrome' then this is definitely the programme for you!

The word 'provocation' means 'to call forth'. Our unremitting purpose is to 'call forth' abilities, charisma, resilience, entrepreneurialism and flexibility you were perhaps unaware that you possess and enable you to APPLY these attributes to success.

Challenges take the form of provocative debates, unusual and publicly demanding assignments, individual and group presentations, and working with real live issues in your business.

This programme is for any senior manager/director/leader of any organisation who wants to be really stretched. We only accept leaders who are out to add value, make a real impact and those who are willing to commit to doing whatever it takes to be successful, within the law and your own ethical boundaries. If you genuinely want to exert a greater positive influence over the stakeholders in your business or organisation please complete the simple application form now.

This course is designed for front line managers, who need to understand how best to develop and maintain trust at work, whilst building an effective team.

More information: www.business-scene.com/event_detail.php?e=17113

What's in the Course?

• Characteristics of groups and teams - the differences, examples within the workplace
• The Theory of group formation
• How to identify team roles (e.g. Belbin) and the uses and implications for managers
• Building a balanced team to achieve objectives
• Differences between people, and the effects on relationship building
• Social skills appropriate to the workplace
• Range of behaviours which develop, maintain and destroy trust at work
• The importance of maintaining confidentiality in the workplace

Positive news coverage has massively more clout and credibility than any other form of publicity - and it's free. The media want stories and every business, including yours, is sitting on a goldmine of them; it's just a matter of angle. During this month's meeting Fait Tait explains how to shine up your newsworthy nuggets, present them to catch news attention, avoid the pitfalls and build long-term win-win media relations.

More information: www.business-scene.com/event_detail.php?e=16536

The Agenda

7.45 Registration and informal networking

8.00 'Ketchup' over Full English breakfast. Your informal opportunity to check up on the progress of the wicked issues raised last month.

8.30 Welcome

8.40 'Just a minute!' Table introductions, who you are, what you do and what your 'wicked issue' is at the moment.

8.50 Table top 'virtual board discussions

9.20 Grab a Coffee Comfort Break

9.30 'Just a Second!' introductions, who you are, what you do and your latest "Ah Ha moment"

9.40 Presentation of the month

10.10 Any Other Biz and evaluation forms

10.15 Close and leave or stay on for this added extra ...

You will learn how to streamline your spreadsheets by using efficient list management tools to summarise, interpret and analyse your data. You will also learn how to use advanced formatting techniques and advanced chart types and chart options.

More information: www.business-scene.com/event_detail.php?e=17258

What's in the Course?

• Working with lists: Sorting data in ascending/descending order; applying and using AutoFilter; using advanced filter; applying subtotals; grouping and outlining data; applying data validation to cells; using formula to determine valid entries for cells; creating pivot tables and charts; judging when and how to use these methods
• Analysing data: Using what if analysis and data tables, creating and viewing scenarios, setting up views, printing reports
• Formatting techniques: Formatting text, numbers and dates and times; applying percentages and decimal places; adding borders and shading; changing column widths and row heights; merging; wrapping and aligning cells; adjusting rows and columns; hiding rows and columns; freezing panes
• Creating and modifying charts: Creating a chart and identifying appropriate chart types including Pie, Bar, Single Line, Area, Column, X-Y Scatter, Stock, Radar, Doughnut, and Surface charts; formatting chart elements; moving and resizing charts; adding text and images to a chart
• Printing: Setting print areas, spell checking, using page break preview and print, changing page setup, working with headers and footers, changing page orientation and size printing

Problems happen every day and - in business life especially - they can be quite costly and time consuming. Identifying the true causes in a systematic way, rather than merely dealing with the superficial symptoms, is the key to success.

More information: www.business-scene.com/event_detail.php?e=17112

What's in the Course?

• What's the problem...?
• Identify the cause(s) of the problem
• Collecting information about the problem
• Analysing and interpreting the data gathered
• Generating alternative solutions
• Deciding what works best
• Implementing the chosen solution
• Evaluating the effectiveness of the end result

Focusing on the new Auto-Enrolment Pension Law that comes into effect for all businesses from 2012

Auto Enrolment Solutions, the employee benefits division of Alexander Price Ltd, are delighted to be holding another seminar at the Dudsbury Hotel and Golf Club, focusing on the new Auto-Enrolment Pension Law that comes into effect for all businesses from 2012.

The new employer duties are both complex and potentially very time consuming and if not understood and managed early, could prove very expensive.

The seminar is designed to help employers understand the main duties and prepare effectively for their staging date, which every company should now be aware of.

Following success of our last seminar of auto enrolment held on 15th June 2011, we will also be demonstrating our online solution which will enable 100% compliance within the new law.

This is a free seminar for all employers, in particular to be responsible for managing their company's payroll and pension benefits whether now or under auto enrolment. Based on feedback received following the last seminar from many business owners, HR managers, solicitors and accountants, this is a morning well worth attending to make sure that your business is fully prepared for the new legislation that will come into force from October 2012.

New fledgling businesses whether large or small are required to record and pay VAT on line. One 3 hour session.

More information: www.business-scene.com/event_detail.php?e=16450

What's in the Course?

• VAT Calculations Summary
• Checking out VAT workings
• Sage VAT filing
• Government gateway VAT filing
• Setting up a direct debit or BACs payment
• Errors Penalties

Includes networking and free refreshments.

Examining the drivers and the barriers to high growth for new businesses based in Dorset.

Venue: AFC Bournemouth, Dean Court, Bournemouth BH7 7AF

Free workshop

More Information: http://www.businesseventsindorset.co.uk/index.php

For the non-specialist in the financial aspects of the company - to be able to better manage the facts and figures side of the business.

More information: www.business-scene.com/event_detail.php?e=17111

What's in the Course?

• What makes a successful business?
• The Risk: Balance Sheet basics
• The Return: Understanding budgets and what's on the Profit and Loss Account
• The Ready: Creating a Cashflow Forecast and the 'money-go-round'
• Calculating sales breakeven
• How to choose the right Costing and Pricing policy for the business
• Interpreting the financial statements for the business

For those who find it difficult to articulate themselves, and lack confidence in dealing assertively with situations where, (when supposedly the 'customer is always right'), there is conflict.

More information: www.business-scene.com/event_detail.php?e=17110

What's in the Course?

• What makes a customer so 'difficult'?
• Causes of frustration
• Top 5 reasons for dissatisfaction
• Face-to-face encounter!
• Managing expectations
• Handling complaints
• Walking on eggshells
• Keeping your cool
• Pampering the customer

Did you look twice? Then think why on earth would I want to compete with Tesco? Yet Tesco, Greggs, Costa and even franchised accountancy companies challenge the livelihoods of many small businesses. During this month's meeting Susannah Brade-Waring of Aspirin Business Solutions shares the key lessons she has learned about starting a business during a recession, and why all businesses need to be smart enough to compete with Tesco, to be successful.

More information: www.business-scene.com/event_detail.php?e=16533

This course is designed for managers, who performance manage staff through an appraisal system and who are required to create personal development plans that enable staff to meet personal and business objectives.

More information: www.business-scene.com/event_detail.php?e=17108

What's in the Course?

• Aligning personal objectives to business objectives
• Roles and responsibilities
• Appraisal and reward schemes
• Legal implications
• Organisational benefits
• The performance cycle
• Common performance management errors
• Setting objectives
• Evidence collection
• Preparing to performance manage
• Building rapport and maintaining it when the going gets tough
• Monitoring and evaluation
• Techniques to address underperformance
• Personal development activities

Includes a free of charge informal buffet lunch

Leading from the front to foster long term business success.

Venue: George Albert Hotel, Evershot, Nr Dorchester, DT2 9PW

Free workshop

More information: http://www.businesseventsindorset.co.uk/index.php

Key members of a business, who are charged with the responsibility of managing individual project streams under the implementation of a strategy programme.

More information: www.business-scene.com/event_detail.php?e=17107

What's in the course?

• How to create creativity
• Our leading edge
• Where are we now? (SWOT analysis)
• Where do we want to be? (PESTEL)
• How to plan for change
• Using GANTT charts, and other planning tools
• What could stop us achieving our goal?
• How to create success

Designed for new users of the Access database, who want to learn the basic skills needed to enter information, and to set up a single table flat file database. You will be shown how to run queries to retrieve information and produce reports.

More information: www.business-scene.com/event_detail.php?e=17257

What's in the Course?

• Introduction to databases: overview of the database window; understanding database componants: tables, forms, queries and reports; using help
• Entering data: entering data in datasheet view; using different views; defining field names and data types; using a data entry form; creating new records; understanding primary key
• Working with data: finding and replacing data; sorting and filtering data; working with data entry errors; spell checking; formatting data
• Creating simple queries: creating a simple query; sorting data alphanumerically; filtering and setting single criteria; running and saving queries
• Creating simple reports: identify reports which meet information requirements; using menus, wizards and shortcuts

According to Edward de Bono there are four types of complacency that affect business development. They are comfortable, cosy, arrogant and lack-of-vision. The dangers of these complacencies are 'slow drift and decline' or unused potential and opportunities.

More information: www.business-scene.com/event_detail.php?e=16531

This course is designed for those who need to be able to make confident and effective presentations to a workplace audience.

More information: www.business-scene.com/event_detail.php?e=17106

What is in the Course?

• Building the framework of your presentation
• Understanding your audiences' preferences
• Developing your presenter qualities
• Preparing yourself both physically and mentaly to present
• Keeping to time and other disciplins
• Using presentation aids
• Feedback techniques and evaluation

This course is designed for those working in a customer facing role and who need to develop or improve their customer service skills.

More information: www.business-scene.com/event_detail.php?e=17105

What's in the Course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

The requirement to deliver more within shorter time periods, and using less resources means that organisations need to look at how they might achieve this. One method is to run internal projects to achieve specific goals.

More information: www.business-scene.com/event_detail.php?e=17104

What's in the course?

• Concepts and Terminology
  

• When is work a Project
• What is Project Management

• Project Management Cycle

• What does it mean
• Are there other models

• Initiation

• Business need
• Cost benefit analysis
• Project Initiation Document
• Project Objectives
• Identifying Risk

• Planning

• Planning the Project
• Plan Preparation Checklist
• Cost Planning
• Estimating Techniques

• Execution

• Controlling agaist the Plan
• Communication Plan
• Project Tools
• PERT and Gantt Charts
• Networks and Critical Paths
• Work Breakdown Structure

• Closing

• Checklist for Closing a Large Project

• Identifying the Skills of a Project Manager

• Leading Teams
• Negotiation
• Reporting
• Planning

• Success Factors of a Project

Individuals who are wanting to, or just starting to use a computer, want advice in plain English, and would like to know how to use a PC or laptop, a keyboard, mouse, screen and printer.

More information: www.business-scene.com/event_detail.php?e=17103

What's in the Course?

• How to hold and use a mouse
• Using the keyboard
• Understanding the 'language' of computers
• Adapting the computer to suit your needs (e.g. for eyesight problems)
• Finding and Storing information

This course is designed for managers and others who want to improve their written communication style in emails, letters, reports and presentations.

More information: www.business-scene.com/event_detail.php?e=17102

What's in the Course?

• The process for writing
• Using plain English
• Common English grammar errors
• Tone, language and formality
• Mind maps
• Report structures and Harvard referencing
• The Fog index
• Design and house styles
• Proof reading essentials
• Storage and archiving

Front line management, who need to develop their skills in sending and receiving `messages', to make sure that all lines are communication are clear and understood.

More information: www.business-scene.com/event_detail.php?e=17101

What's in the Course?

Day One

• The benefits and drawbacks of 1-way v. 2-way communication
• Speak before you think - the language of behaviour
• Message recieved and understood
• "What you heard is not what I said!"
• The Windows of the Soul, and other cues

Day Two

• Listen to learn, not just hear
• Prepare your message
• Choose your "Rudyard Kipling" approach (the '5WH's)
• Who needs to know anyway...?

This course is designed for front line managers, who need to know how to use effective time management in order to prioritise and achieve their objectives.

More information: www.business-scene.com/event_detail.php?e=17100

What's in the Course?

• Identifying where time goes!
• Urgency v Importance
• Setting SMART Objectives
• Juggling conflicting interruptions
• Planning, controlling and accounting for time
• Tips for better Time Management
• Highlighting forces which help or hinder achieving goals

More information: http://www.business-scene.com/event_detail.php?e=17097

What's in the course?

• Making your process free from discrimination
• Simple techniques for job analysis: what exactly is this job?
• Attracting candidates: internal, external, advertising and budgets
• The sift: choosing a shortlist of applicants for interview
• Appropriate interview formats and styles
• Making the offer and handling rejections
• Keeping appropriate records
• Induction programme essentials: legal and practical considerations

What are the course objectives?

• Describe the policies, procedures and basic legal requirements that guide the process of recruitment and selection.
• Explain how and why it is critical to have a well defined job role before you decide to advertise.
• Explain how to deal with job applications ensuring impartiality and equality when selecting candidates for interview.
• Identify the types of selection techniques that help interviewers to make effective appointment decisions.
• Assess the importance of an effective induction process to the candidate and the organisation

More information: http://www.business-scene.com/event_detail.php?e=17095

What are the course objectives?

• Explain the value of networking
• Identify an appropriate work-based network for yourself
• Describe methods to establish and maintain effective relationships with the identified network
• Explain the general principles of negotiation
• Explain a relevant technique for influencing others to achieve workplace objectives
• Describe how to reduce resistance and minimise conflict to achieve a `win-win' situation in the workplace during negotiations.

What's in the course?

• The nature, purpose and value of networking
• Identification of relevant types of networks
• Techniques for influencing others
• Methods to establish and maintain effective professional relationships at various levels
• Formal and informal negotiation
• Negotiation strategy, tactics and behaviour
• Value systems and other barriers to acceptance
• `BATNA`
• Overcoming deadlock to achieve a `win-win' situation

More information: http://www.business-scene.com/event_detail.php?e=17094

What are the course objectives?

• Discovering what compromises the assets and liabilities of the Balance Sheet
• Reviewing the record of business activity and profitability for the record
• Establishing the ground rules for safety, liquidity and profitability
• Exploring the art of interpreting and analysing financial information.

What's in the course?

• What makes a successful business?
• The risk: Balance Sheet basics
• The Return: Understanding budgets and what's what in the Profit & Loss Account
• The Ready: Creating a Cashflow Forecast and the 'money-go-round'
• Calculating sales breakeven
• How to choose the right Costing and Pricing policy for the business
• Interpreting the financial statements for the business

More information: http://www.business-scene.com/event_detail.php?e=17092

What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

More information: http://www.business-scene.com/event_detail.php?e=17091

What are the course objectives?

• Use a standardised project management framework
• Define, plan and control projects
• Understand the roles they and others play in effective project delivery
• Identify, manage and reduce risks in all projects

What's in the course?

• Concepts and Terminology
  • When is work a Project
  • What is Project Management
• Project Management Cycle
  • What does it mean
  • Are there other models
• Initiation
  • Business Need
  • Cost Benefit Analysis
  • Project Initiation Document
  • Project Objectives
  • Identifying Risk
• Planning
  • Planning the Project
  • Plan Preparation Checklist
  • Cost Planning
  • Estimating Techniques
• Execution
  • Controlling against the Plan
  • Communication Plan
  • Project Tools
    • PERT and Gantt Charts
    • Networks and Critical Paths
    • Work Breakdown Structure
• Closing
  • Checklist for Closing a Large Project
• Identifying the Skills of a Project Manager
  • Leading Teams
  • Negotiation
  • Reporting
  • Planning
• Success Factors of a Project

Understand the principles of gaining free editorial press coverage for your business.

Venue: Menzies Carlton Hotel, East Overcliff Drive, Bournemouth BH1 3DN

Free workshop

More information: http://www.businesseventsindorset.co.uk/index.php

More information: http://www.business-scene.com/event_detail.php?e=17315

What's in the course?

• The compulsive e-mail checker!
• How to avoid e-mail overload
• Type-casting your tasks to focus on what you should be doing - and when
• Managing interruptions
• Setting SMART goals
• How to eat an `elephant'......
• Top tips for becoming more effective in managing your time.
• What are the course objectives?
• Identify where the time goes, and what to do about it
• Establish priorities for your role
• Set SMART objectives for your own workload, list them in order of priority and establish appropriate time scales for their achievement
• Plan the achievement of the objectives, using an established time management technique
• Identify the factors that could hinder you of any one of these objectives

More information: http://www.business-scene.com/event_detail.php?e=17087

What are the course objectives

• Identify the difference between a group and a team
• Explain those behaviours which could develop and maintain trust at work, and those which have the opposite effect
• Briefly describe the stages of an established model of group formation
• Explain why confidentiality is important in building and maintaining trust in the team
• Explain how a manager could benefit from knowing team members' preferred team roles

What's in the course?

• Characteristics of groups and teams - the differences, examples within the workplace
• The Theory of group formation
• How to identify team roles (e.g. Belbin) and the uses and implications for managers
• Building a balanced team to achieve objectives
• Differences between people, and the effects on relationship building
• Social skills appropriate to the workplace
• Range of behaviours which develop, maintain and destroy trust at work
• The importance of maintaining confidentiality in the workplace

More information: http://www.business-scene.com/event_detail.php?e=17085

What a re the course objectives?

• Understand your own beliefs and how they differ from others'
• Meeting your customer's needs and expectations
• Understand how you reveal your behaviour to others and how they will reveal it to you in demanding or pressure situations
• Develop techniques that give you a choice to act more assertively and to develop and maintain relationships

What's in the course?

• What makes a customer so 'difficult'?
• Causes of frustration
• Top 5 reasons for dissatisfaction
• Face-to-face encounter!
• Managing expectations
• Handling complaints
• Walking on eggshells
• Keeping your cool
• Pampering the customer

More information: http://www.business-scene.com/event_detail.php?e=17083

What are the course objectives?

• Understand who the important customers are to your business
• Know what your organisation's commitments are to the customer and what are your customers' rights
• Know how to identify your customers' needs and then how to meet them
• Understand how to establish and maintain effective relationships with your customers at all stages
• Know how to test your customer service against your own standards and that of your competitors

What's in the course?

• An overview to the legal rights of customers
• Warranties, guarantees and service standards
• Subjective and objective purchases
• Customer service roles and structure
• Making a positive and lasting impression
• Customer Relationship Management (CRM) principles
• Monitoring customer satisfaction

(This course is designed for existing users of Excel who have attended our Microsoft Excel Foundation and/or Microsoft Excel Intermediate Part 1 courses, or who already possess these skills.)

More information: http://www.business-scene.com/event_detail.php?e=17253

What are the course objectives?

To use appropriate formulas and data analysis tools and techniques to summarise and display spreadsheet information. You will learn how to:

• use spreadsheet tools and techniques to summarise and display information
• use a range of tools and techniques to analyse, interpret and manipulate data
• select and use forecasting tools and techniques
• present and format cells, rows and worksheets
• create and format charts and graphs
• select and use appropriate page layout for printing

What's in the course?

Working with lists: Sorting data in a scending/descending order; applying and using AutoFilter; using advanced filter; applying subtotals; grouping and outlining data; applying data validation to cells; using formula to determine valid entries for cells; creating pivot tables and charts; judging when and how to use these methods

Analysing data: using what if analysis and data tables, creating and viewing scenarios, setting up views, printing reports.

Formatting techniques: Formatting text, numbers and dates and times; applying percentages and decimal places; adding borders and shading; changing column widths and row heights; merging, wrapping and aligning cells; adjusting rows and columns; hiding rows and columns; freezing panes

Creating and modifying charts: Creating a chart and identifying appropriate chart types including Pie, Bar, Single Line, Area, Column, X-Y scatter, Stock, Radar, Doughnut and Surface charts; formatting chart elements; moving and resizing charts; adding text and images to a chart.

Printing: Setting print areas, spell checking, using page break preview and print, changing page set up, working with headers and footers, changing page orientation and size printing.

Wednesday 03 August 2011

Venue: Weymouth College, Cranford Avenue, Weymouth, Dorset DT4 7LQ

More Information: http://www.businesseventsindorset.co.uk/HMRC-Open-Day-Weymouth.pdf

Keeping It Local is the 2nd annual exhibition brought to you by VADCOT (Verwood Business). The event pulls together some of the best local services and businesses so you can see what is on your doorstep.

Including seminars, networking and of course the exhibition there is plenty to do! The event also includes a delicious BBQ!

Money raised on the day will be given to the Multi Use Games Area fund so that the community benefits from our event as well.

It is free to attend the exhibition!

More information: http://www.business-scene.com/event_detail.php?e=16854

More information: http://www.business-scene.com/event_detail.php?e=17135

What are the course objectives?

By the end of this course, you will know how to:

• Use a search engine to find and select appropriate information
• Use basic `send' and `reply' commands in e-mails
• Find/Delete e-mails
• Send and open e-mails with attachments (e.g. photos)
• Save attachments to appropriate places

What's in the course?

• What is the Internet?
  • E-mail
  • Skype
  • World-wide web
• Surfing the Web
• What is a `browser' for?
• Using your e-mail system successfully

More Information: http://www.business-scene.com/event_detail.php?e=17133

What are the course objectives?

• Identify the forces that may require change, by conducting simple PESTLE and/or SWOT analysis
• Identify relevant human and financial factors in the consideration of change
• Use a technique for planning change, based on a work-related example

What's in the course?

• How to create creativity
• Our leading edge
• Where are we now? (SWOT analysis)
• Where do we want to be? (PESTEL)
• How to plan for change
• Using GANTT charts, and other planning tools
• What could stop us achieving our goal?

How to create success

More Information: http://www.business-scene.com/event_detail.php?e=17132

What are the course objectives?

• Describe how to prepare for a meeting
• Be able to explain the purpose and format of commonly used meeting tools
• Explain the roles and responsibilties of those attending a meeting
• To review own effectiveness when attending and managing meetings

What's in the course?

• Types of meetings, their value and purpose
• Meeting roles and terminology
• Preparation and timings
• Creating an agenda to follow
• Physical resources and logistics
• Different styles of minutes and when to use them
• Using guest speakers and helping others to contribute
• Basic etiquette and protocols that apply to meetings
• Action points and follow up

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

More Information: http://www.business-scene.com/event_detail.php?e=17131

What are the course objectives?

• Know how to describe a problem, its nature, scope and impact
• Know how to gather and interpret information to solve a problem
• Know how to solve a problem
• Know how to plan the implementation and communication of decisions.

What's in the course?

• What's the problem...?
• Identify the cause(s) of the problem
• Collecting information about the problem
• Analysing and interpreting the data gathered
• Generating alternative solutions
• Deciding what works best
• Implementing the chosen solution

Evaluating the effectiveness of the end result

• To create an effective presentation. You will learn how to:-
• input and combine text and other information within presentation slides.
• use presentation software tools to structure, edit and format slides
• prepare slide for presentation to meet your brief

What's in the course?

• PowerPoint essentials: understanding and navigating around the PowerPoint window; creating a blank presentation; using various keyboard shortcuts to select and navigate; understanding help
• Creating a presentation: using design templates; applying colour schemes; understanding what silde structure to use; adding slides; entering text; changing slide layouts; adding clipart; formatting slides
• Storing and Retrieving: saving, opening, closing and finding presentations; using templates; working with file properties
• Combining Information for presentations: inserting slides from other presentations; inserting images, charts and text objects; resizing and repositioning objects
• Presenting slides: checking presentations with spell check and grammar check; changing slide order; viewing the slide show; rehearsing timings; applying slide transitions; creating speaker notes; printing

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

More Information: http://www.business-scene.com/event_detail.php?e=17251

Includes a free of charge informal buffet lunch

Effective budgeting and cash flow management for a profitable business model.

Venue: Kingston Maurward College, Dorchester DT2 8PY

Free workshop

More information & Book

In association with Ward Goodman - www.wardgoodman.co.uk

More information: http://www.business-scene.com/event_detail.php?e=17259

More information: http://www.business-scene.com/event_detail.php?e=17130

What are the course objectives?

• Explain the importance of making efficient use of people's knowledge and skills while planning the team's work to achieve objectives
• Use a chosen technique to identify the appropriate person for an activity
• Explain how human resource planning can be used to assure output and quality
• Give examples of delegation and empowerment in the workplace
• Identify barriers to/support for delegation
• Explain a technique that could be used to monitor the outcomes of delegation in the workplace
• Review the effectiveness of feedback, recognition and reward techniques in the workplace

What's in the course?

• What kind of a boss are YOU?
• Planning the team's work
• Techniques to decide who's best for the task
• The need for making best use of people's strengths and skills
• `Efficiency' v.` effectiveness'
• Who has the authority, responsibility and accountability?
• Delegation and empowerment
• Agreeing a `Contract' of delegation
• What stops us delegating?

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

More Information: http://www.business-scene.com/event_detail.php?e=17129

What are the course objectives?

• Explain the value of networking
• Identify an appropriate work-based network for yourself
• Describe methods to establish and maintain effective relationships with the identified network
• Explain the general principles of negotiation
• Explain a relevant technique for influencing others to achieve workplace objectives
• Describe how to reduce resistance and minimise conflict to achieve a `win-win' situation in the workplace during negotiations.

What's in the course?

• The nature, purpose and value of networking
• Identification of relevant types of networks
• Techniques for influencing others
• Methods to establish and maintain effective professional relationships at various levels
• Formal and informal negotiation
• Negotiation strategy, tactics and behaviour
• Value systems and other barriers to acceptance
• `BATNA`
• Overcoming deadlock to achieve a `win-win' situation

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

More Information: http://www.business-scene.com/event_detail.php?e=17128

What are the course objectives?

• Design your presentations to meet the objectives set by you or others
• Explain the needs and wants of your audience
• Know how to use presentation techniques and aids to maximise your message
• Be able to deliver your message with impact and clarity
• Explain how to deal with difficult questions and be able to request and deal with audience feedback
• Evaluate yours and others presentation performances

What's in the course?

• Building the framework of your presentation
• Understanding your audiences' preferences
• Developing your presenter qualities
• Preparing yourself both physically and mentally to present
• Keeping to time and other disciplines
• Using presentation aids
• Feedback techniques and evaluation

Presentation practice, practice, practice makes perfect …

More Information: http://www.business-scene.com/event_detail.php?e=17126

What are the course objectives?

Day 1:

• Understand the key principles of the appraisal process and how it links to the organisation's goals
• Know how to prepare yourself and others for the performance appraisal
• Know how to create performance objectives that link the individual's contribution to organisation's goals
• Understand how the appraisal process maps to recognition and reward.

Day 2:

• Understand how to build rapport for an effective appraisal discussion
• Know how to handle underperformance in the workplace
• Understand the requirement for keeping accurate appraisal records
• Understand how to measure against performance and when to review performance objectives
• Know how to link personal improvement and career development to a personal development plan.

What's in the course?

• Aligning personal objectives to business objectives
• Roles and responsibilities
• Appraisal and reward schemes
• Legal implications
• Organisational benefits
• The performance cycle
• Common performance management errors
• Setting objectives
• Evidence collection
• Preparing to performance manage
• Building rapport and maintaining it when the going gets tough
• Monitoring and evaluation
• Techniques to address underperformance
• Personal development activities

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Includes a free of charge informal buffet lunch

How to market your business without continually spending money.

Venue: Village Hotel, Wessex Fields, Bournemouth BH7 7DZ

Free workshop

Click here for more details.

More Information: http://www.business-scene.com/event_detail.php?e=17124

What are the course objectives?

• Engage your audience when using the written word
• Use appropriate grammar, language and tone in business writing
• Use presentation styles for a range of business documents, i.e. letters and internal/external emails
• Know how to write a formal report to meet specified standards
• Understand how to incorporate supporting documentation into your written communications
• Store and archive your documents effectively

What's in the course?

• The process for writing
• Using plain English
• Common English grammar errors
• Tone, language and formality
• Mind maps
• Report structures and Harvard referencing
• The Fog index
• Design and house styles
• Proof reading essentials
• Storage and archiving
  

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 776.

More information: http://www.business-scene.com/event_detail.php?e=17122

What are the course objectives?

• Recognise the symptoms of stress in yourself and others
  • Reduce stress-causing factors in the workplace
  • Dealing with frustration
  • Measure the impact of stress on workplace effectiveness
  • Identifying methods for controlling stress levels

What's in the course?

• What is stress?
• What are the signs: in you and others?
• How is stress caused?
• How can you identify stress and what are the warning signs?
• What can you do to reduce or avoid stress

Finding the right balance

Price: GBP237.94 (premium members) GBP264.38 (others)

What are the course objectives?

At the end of the course, delegates will be able to:

• Define the project objectives and requirements
• Define Critical Success Factors and Key Performance Indicators
• Conduct stakeholder analysis and develop a communication plan
• Create a Work Breakdown Structure and perform Critical Path Analysis
• Perform Risk Management
• Monitor and Control a project
• Handover and Close a project

What's in the course?

• Definition: Using the BOSCARD technique delegates will be able to define their projects, identify success criteria, define roles and responsibilities, scope the project and define the deliverables
• Planning: Delegates will be introduced to the planning lifecycle and given the opportunity to practice the use of the WBS technique and conduct a Critical Path Analysis of their project.
• Stakeholder Management: this session will provide the delegates with a practical approach to the identification, analysis and management of stakeholders. It also provides them with a template to create a communication plan
• Risk Management: Using a simple 4 step approach, delegates will conduct a risk assessment of their project and provide responses to identified risks.
• Monitoring and Control: Delegates will be introduced to various methods and provided with the simple and practical 4 question technique to ensure that their projects are running to plan.

Project Closure: The importance of thisphase is highlighted during this session

Price: GBP237.94 (premium members) GBP264.38 (others)

Price: See Event Owners Link for great introductory/early bird offers

Contents include:

• Turning nerves into sparkle
• Strong starts and super finishes
• Converting danger areas into expertise
• Being certain your message is right for your audience
• Using your voice as an instrument for persuasion
• Developing a personal performance style that also
• Boosts your confidence and enjoyment of the whole event.

During the day you will have the opportunity to develop and deliver a presentation, with full feedback. You will immediately and directly experience the positive difference you have made to your powers of standing up and speaking out.

Who? Your trainer: Faith Tait. Your host: Penelope Frigon, owner of Love Learning and business partner in The Olive Tree Restaurant. Included: full manual of materials and templates for your easy future use and reference, certificate for your continuous professional development log, and lunch and refreshments in the Olive Tree. Laughter, good conversation, networking and quite possibly future business collaboration.

More information: http://www.business-scene.com/event_detail.php?e=16789

Click here for more information

Includes a free of charge informal buffet lunch

Using online social networking to attract customers to your business door.

Venue: AFC Bournemouth, Dean Court, Bournemouth BH7 7AF

Free seminar

This free seminar, brought to you by Business Link and supported by Bournemouth Chamber of Trade and Commerce, will give business owners online tools and ideas to create low cost, effective marketing campaigns to encourage sales.
Advancements in mobile technology and location-based marketing
applications are providing businesses with more powerful, targeted and
real time marketing opportunities - without the need for heavy financial
investment.

This free event will show you

• How social media can help your word of mouth marketing
• How to identify the best customers to market your business
• How location-based web applications can help your sales
• How effective mobile phone marketing works
• How to integrate your online campaigns across all platforms
• Creative thinking! Real life online campaign success stories.

Who should attend

This free seminar is open to owners of established, growing businesses
and has been designed to expand your already good understanding of social
media.
It would especially benefit those businesses within the retail, leisure and B2C
(business to consumer) sectors.

Click here for more details.

Click here to book.

What are the course objectives?

• Understand who the important customers are to your business
• Know what your organisation's commitments are to the customer and what are your customers' rights
• Know how to identify your customers' needs and then how to meet them
• Understand how to establish and maintain effective relationships with your customers at all stages
• Know how to test your customer service against your own standards and that of your competitors

What's in the course?

• An overview to the legal rights of customers
• Warranties, guarantees and service standards
• Subjective and objective purchases
• Customer service roles and structure
• Making a positive and lasting impression
• Customer Relationship Management (CRM) principles
• Monitoring customer satisfaction

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click here for more details.

What are the course objectives?

• Explain the value of networking
• Identify an appropriate work-based network for yourself
• Describe methods to establish and maintain effective relationships with the identified network
• Explain the general principles of negotiation
• Explain a relevant technique for influencing others to achieve workplace objectives
• Describe how to reduce resistance and minimise conflict to achieve a `win-win' situation in the workplace during negotiations.

What's in the course?

• The nature, purpose and value of networking
• Identification of relevant types of networks
• Techniques for influencing others
• Methods to establish and maintain effective professional relationships at various levels
• Formal and informal negotiation
• Negotiation strategy, tactics and behaviour
• Value systems and other barriers to acceptance
• `BATNA`
• Overcoming deadlock to achieve a `win-win' situation

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click for more information.

What's in the programme?

We've used feedback from local companies to identify the topics to be included, and used it to create a Leadership and Management programme to meet the learning and development needs of local businesses. There will be five 1-day workshops to include:

Before attending the Day 2 Workshop,Building the Team, you will be asked to complete an online BelbinSelf-Perception Inventory, (included in the price). This popular behavioural tool examines how we tend to behave, contribute and interrelate with others in a team. Dr Meredith Belbin identified nine team roles and your Team Profile will give you a snapshot of your team role preferences. During the workshop we will be using the Belbin team role model to examine how teams perform, its uses and the implications for managers. For more information see: www.belbin.com

For more information , or to book this 5 day programme, please contact Lesley or Audrey on 0845 803 7768 or E mail us at enquiries@thewayahead.org.uk

Click for more details.

What are the course objectives?

• Engage your audience when using the written word
• Use appropriate grammar, language and tone in business writing
• Use presentation styles for a range of business documents, i.e. letters and internal/external emails
• Know how to write a formal report to meet specified standards
• Understand how to incorporate supporting documentation into your written communications
• Store and archive your documents effectively

What's in the course?

• The process for writing
• Using plain English
• Common English grammar errors
• Tone, language and formality
• Mind maps
• Report structures and Harvard referencing
• The Fog index
• Design and house styles
• Proof reading essentials
• Storage and archiving

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 776.

Click for more details.

What are the course objectives

• To recognise behavioural and communication differences
• Understand how our own behaviour affects others
• Understand the ways in which conflict may develop and can be resolved
• Observe and react to a variety of situations to minimise and resolve conflict
• Work towards the creation of a positive and harmonious work environment

What's in the course?

• Understanding why we behave the way we do (Strength Deployment Inventory)
• How others 'see' us and our communication style
• How to relate and communicate effectively with others
• Conflict causes, triggers and behavioural changes
• Conflict stages and how to recognise them
• Use of assertive behaviour to diffuse conflict
• A tool to manage own responses and those of others

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click here for more details.

More details here..

What are the course objectives?

• Understand your own beliefs and how they differ from others'
• Meeting your customer's needs and expectations
• Understand how you reveal your behaviour to others and how they will reveal it to you in demanding or pressure situations
• Develop techniques that give you a choice to act more assertively and to develop and maintain relationships

What's in the course?

• What makes a customer so 'difficult'?
• Causes of frustration
• Top 5 reasons for dissatisfaction
• Face-to-face encounter!
• Managing expectations
• Handling complaints
• Walking on eggshells
• Keeping your cool
• Pampering the customer

For more information or to book a place in this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click here for more information.

What are the course objectives

• Identify the difference between a group and a team
• Explain those behaviours which could develop and maintain trust at work, and those which have the opposite effect
• Briefly describe the stages of an established model of group formation
• Explain why confidentiality is important in building and maintaining trust in the team
• Explain how a manager could benefit from knowing team members' preferred team roles

What's in the course?

• Characteristics of groups and teams - the differences, examples within the workplace
• The Theory of group formation
• How to identify team roles (e.g. Belbin) and the uses and implications for managers
• Building a balanced team to achieve objectives
• Differences between people, and the effects on relationship building
• Social skills appropriate to the workplace
• Range of behaviours which develop, maintain and destroy trust at work
• The importance of maintaining confidentiality in the workplace

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click here for more information.

What are the course objectives?

• Understand the importance of delivering excellent customer service in today's market
• Define excellent customer service and explain why we sometimes fail to get it right?
• Be able to differentiate yourself and your organisation by delivering excellent customer service
• Use techniques that turn a difficult customer into a satisfied customer

What's in the course?

• What is customer service?
• Common customer types
• How does excellent customer service benefit you and your organisation?
• Internal and external customers
• Creating a differential customer experience
• Positive phrases v negative words
• Establishing need
• Skills for dealing with dissatisfied customers and complaints

For more information or to book this course please contact Lesley Jackson or Audrey Davies on 0845 803 7768.

Click for more details.

Click here for more information.

Click here for more details

Dorset residents are invited to attend the area's first all-organic exhibition on May 26^th 2011 at AFC Bournemouth. The exhibition, which starts at 4.30pm, is being supported by many local businesses and will feature exemplary speakers, all of whom offer expertise in leading an organic lifestyle.

Our Organic World will bring together some of Dorset's most respected organic practitioners, including Mark Davies of Riverford and Barbara Cox from Nutrichef. Guests will be treated to a series of seminars from these experts, each helping to highlight the benefits of leading an 'organic' lifestyle, as well as find an opportunity to shop from the exhibition's many stall holders.

Many people are now making the change from typical products to organic, and we can thank programmes such as 'How toxic are you?' for increased consumer awareness of the levels of chemicals in our food and beauty products.

Event organiser, Michelle Bartlett, commented; "I was amazed at the difference to my life when I made a change to organic products. It was so significant that I became involved with Amazon Herb, so I could encourage others to follow suit. This event is perfect for those who want to know more about the impact of organic products."

Tickets for this event are limited, so anyone wanting to attend needs to book fast! Tickets cost just GBP20 and are available from www.ourorganicworld.co.uk.

Click here for more information.

From sales to customer service, from brand management to hiring the top talent required to make a business grow, Social Media has the immediacy and power to grow your business and help you understand what is happening that's relevant to you now! This half day course covers LinkedIn, YouTube, Facebook & Twitter and how they can relate to your business.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

This course is aimed at people who are responsible for maintaining business accounts, and those who would like a refresher course on the key principles and terminology of bookkeeping. It covers book keeping theory and so can be applied to any computerised accounting package as well as to manual records. No previous knowledge is assumed.

Course overview
This one-day course provides an introduction to bookkeeping for business owners and administration staff. By the end of the course, delegates will have learnt about the legal requirements and best practice of keeping straight forward day-to-day accounting records. This is a lively and interactive course with examples, discussions and delegate participation throughout, including time to ask individual questions.

Topics covered:

• Legal requirements
• The cash book and bank control account
• Bank reconciliations
• The sales and purchase ledgers
• Introduction to VAT
• Journals and adjustments
• The trial balance
• Monthly routines

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Protect your business against the cost, stress and damage a tribunal can bring.

Venue: Lester Aldridge, Russell House, Oxford Road, Bournemouth BH8 8EX

Partner: Lester Aldridge www.lester-aldridge.co.uk

Free seminar.

Click for details.

Many exporters of goods require export licences in order to legally ship the goods from the UK. This half-day "Awareness" course is designed as an introduction to the legislation and the subject in general. During the course delegates will learn about what types of export licences are available, what goods are considered to be "controlled" goods and what is deemed to be "best practice" in this field.

On this course delegates will learn how to administrate the exports which are subject to export control. What types of licences are available to them. How to check the "control lists" and what to look out for in terms of sensitive enquiries and countries.

• Export Control Act 2002
• Types of Export Licences
• ML/PL and DUEC Lists
• End-User Undertakings
• Record Keeping
• NES Export Declarations
• Exporting Technology/Intangibles
• Compliance Visits - What's Required
• USA Licences/Controls
• Sanctions and Sensitive Countries

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

This course is designed to give delegates an awareness of the issues surrounding the temporary movements of goods and to work through the various regimes and documentation required, including limiting the Duty and VAT liability for the goods, in order to minimise both costs and delays in the movement.

It outlines the three key temporary movement procedures and how to administrate them and focuses on the following aspects:
terminology, documentation, and HMRC requirements.

• Introduction to the Subject
• Temporary Admission Regime (TA)
• Freight and Hand-Carry Movements
• Returned Goods Relief (RGR)
• Merchandise in

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

08:00 - 10:00
For businesses with under 50 employees

11:00 - 13:00
For businesses with over 50 employees

Do nothing and end up paying a potential GBP50,000 fine for non compliance!

Venue: Harbour Heights Hotel, Poole BH13 7LW

Partner: Ward Goodman - www.wardgoodman.co.uk

Free Seminar.

Click here for more details.

You will discover how branding plays a major part in building the value of your business, learn the importance of the branding process, the effects a strong name can have and how to choose, protect and communicate to your audience.

This is a strategic workshop during which you will identify your key purpose, create differentiation, alignment and a clear strategy, beginning your journey to brand success. You will be guided through the branding basics leading you to increased market share, new levels of customer referrals and dynamically transform your chances of survival.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

This course designed for Business owners and managers who need to know how to handle misconduct, poor performance & staff grievances through effective disciplinary, dismissal and grievances procedures.
HR Officers who need to build or refresh their knowledge

What's in the course:

• Unfair dismissal law - who qualifies, what are the fair reasons?
• The ACAS Code - what does it say?
• Model Disciplinary and Grievance Procedures
• Effective investigations
• Effective hearings/meetings
• Handling appeals
• Communications and record-keeping

What are the course objectives:

• Know what the law and the ACAS Code of Practice says
• Understand the importance of having written Disciplinary & Grievance procedures
• Understand the essential steps in the effective management of disciplinary problems.
• Know how to apply those steps, including achieving fair dismissals when necessary.
• Understanding disciplinary sanctions

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Delievered by Andy Edwards of Nine5Three

As a relatively experienced networker, you are ready to take your business activities to the next level. In this advanced mini-seminar, Andy Edwards will help you consider more sophisticated networking techniques (including the most feared of activities 'The Presentation'!). After 'Word-of-mouth' or Referrals', business networking can be your most productive marketing activity - but there are pitfalls! Motivational speaker, coach and author Andy Edwards will help you maximize your networking investment.

Arrival 9am for coffee, seminar to commence at 9.30am.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

This event covers the main tax and National Insurance issues, how to register, the basics about keeping records, when your first self assessment tax return and payments are due and whether you need to register for VAT.

Location:

HM Revenue and Customs,
Oxford Road, Bournemouth

Further details:

Visit this page on the Business Link website for further courses and details.

The new tax year brings changes to Personal Allowances, National Insurance rates, and statutory payment rates and processes. This presentation will explain all these changes including new Additional Statutory Paternity pay.

Location:

HM Revenue and Customs,
Oxford Road, Bournemouth

Further details:

Visit this page on the Business Link website for further courses and details.

A one-day course that only covers imports from outside the EU, which is both practical and academic in nature and covers the subject in a very pro-active way. Delegates will learn how to administrate their imports effectively and will include at least three hours on Duty relief procedures like IPR, OPR, PCC and Warehousing. Ideal for companies who have received Duty/VAT demands from Customs for non-compliance.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

This workshop explains how to calculate tax and National Insurance. It also covers how to use P45/P46 forms for new employees and leavers, how to register for online services and where to get help when needed.

Location:

HM Revenue and Customs,
Oxford Road, Bournemouth

Further details:

Visit this page on the Business Link website for further courses and details.

Friday, 25 March, 2011 - 09:30 - 12:30

Learn how to increase your companies' website performance and find out why Search Engine Optimisation is important to your online strategy. This 3 hour seminar will raise awareness of SEO techniques to show companies that they can win more business with the same marketing spend.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Wednesday, 23 March, 2011 - 09:30 - 12:30

This half day workshop will examine some of the key economic and environmental factors which will force the pace of organisational change in the future. Providing a quick overview of some of the established models and frameworks which attempt to identify the elements which make for successful change initiatives and highlighting some of the essential 'do's and don'ts' of this key aspect of running a successful business.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Thursday, 3 March, 2011 - 09:00 - 11:00
Delivered by Andy Edwards of Nine5Three

In a survey, it was found that the second-most feared activity was that of walking into a room full of strangers. And yet this is what we expect of ourselves when business networking!

Having obtained 15 clients in his first two months of networking, Motivational speaker, coach and author Andy Edwards, will share his tips and techniques for use at your next networking event. Using basic psychology, practical advice and common sense, Andy will help you hit the ground running at your initial networking events.

Location:

Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road BH12 4NZ

For further details and to book your place, please see the DCCI website for details.

Learn how to identify and significantly increase the number of perfect clients for your business in this 3 hour workshop.

The result will help you to determine how many 'perfect' clients really exist within your territory and understand why this is important. Often, people don't get focused, because they're afraid "focusing" somehow equals "limiting my business" and that means "I'm shooting myself in the foot". By taking the time to find out just how many clients in our territory match our perfect criteria, not only are we performing a valuable safety step of validating our market focus, but often the result is a surprising realisation of just how much 'perfect' business is out there.

GBP100.00 (Non-member rate) excluding VAT

Tuesday, 1 March, 2011 - 09:30 - 12:30

For more information, please click here.

Crown Hotel, West Street, Blandford Forum, Dorset DT11 7AJ

Through social media you can access immediate, real-time commentary, criticisms, and opinions from your customers, and potential customers, for free!

For owners of small to medium sized business to consumer enterprises with a working knowledge of social media, this free seminar will help you to better understand your customers, identify new customers and spot emerging social and technology trends.

David Lakins of Key Multimedia discusses ways in which business owners can use social media to:

• Monitor what is "hot or not" in your industry sector
• Keep an eye on your competitors and see what is being said about them
• Keep an eye on what's being said about you, your business and your brand
• Look for conversations about trends within your industry
• Gain valuable insight into your customer's behaviour, buying habits and more
• Easily manage the data you have collected

This business to consumer seminar for owners of small to medium sized enterprises (SMEs) will deliver the basics of online market intelligence gathering. We will look at ways that online conversations and opinions relate to your customers, competition and industry, and how they impact on your business.

The seminar presumes a sound knowledge and an active use of social media is not suitable for those with only a basic understanding of the internet. It has been designed in association with Key Multimedia for owners of SMEs.

For more information about this event or to book, please visit the Business Link webpage.

Friday, 18 February, 2011 - 09:30 - 16:30

Cost: GBP200.00 (Non-member rate) excluding VAT

Location:
Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road, BH12 4NZ
United Kingdom

http://www.dcci.co.uk/training/Business-Planning-Management

This workshop describes how to get all your staff looking at and helping improvement activities. This session will give you the knowledge and practical experience to apply relevant techniques to your own business situations.

During the session you will explore:

• Identifying Value Add and Non Value Add in a service environment mapping out processes
• Identifying 'Touch-Points' and the value customers want visual management and workplace organisation management of change

17 Feb 2011
Dart's Farm, Exeter, Devon

Booking is easy, download the detailed event description, call 0845 600 9966 or email enquiries@blpeninsula.co.uk
Please note: These events are for businesses based in Devon and Somerset, and are limited to two delegates per company. Eligibility Criteria also apply; please speak to a Business Link adviser for more information.

More Info

Location:
Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road, BH12 4NZ
United Kingdom

Wednesday, 16 February, 2011 - 09:30 - 16:30

Cost: GBP200.00 (Non-member rate) excluding VAT

http://www.dcci.co.uk/training/Performance-Management

6:00pm for a 6:30pm start
Free to Dorset Junior Chamber Members; GBP15 to non-members

Dorset Junior Chamber Member, Steve Mills of Perspective, will offer a training session on what leadership really looks like based on his experience in business. The focus will be on successes, mistakes to avoid and practical ideas to help you.

Location

The Cumberland Hotel
East Overcliff Drive
Bournemouth
Dorset, BH1 3AF

To reserve your place please RSVP to Kathryn at kathryn@djc.org.uk or call Dorset Junior Chamber on 01202 717867

Tuesday, 1 February, 2011 - 09:30 - Wednesday, 2 February, 2011 - 16:30

Cost:GBP450.00 (Non-member rate) excluding VAT

Location:
Dorset Chamber of Commerce & Industry
Chamber House Acorn Office Park
Ling Road, BH12 4NZ

http://www.dcci.co.uk/training/Export-Starter-%282-day%29

Thursday, 27 January, 2011 - 09:30 - 16:30

GBP200.00

Re-energise your sales and stimulate your thinking to power you into 2011; get the new year started with strong sales results and a healthy pipeline by engaging with these key sales areas: Maintain sales momentum: Learn how to get the next step in the sale confirmed with your customer before you leave the meeting or put down the phone.

Location:

Dorset Business,
the Chamber of Commerce & Industry
Chamber House
Acorn Office Park
PooleBH12 4NZ

• manage the strain from the stresses of work and life
• build your resilience with coping strategies
• fast and easy ways to improve your thinking
• change disruptive thoughts to supportive ones
• rapidly develop new positive habits and confidence
• upgrade your attention span, memory and belief systems
• have control over your responses, emotions, thoughts and behaviours
• look and feel as good as possible
• improve concentration and information management; and
• have more energy (mental & physical) during and after your work-day!

Bottom line is a life that works and brings you joy!

The Dorset Chamber of Commerce & Industry will be hosting a Mind Chi Introductory session on Tuesday 25th January from 9:00 - 10:30am. Please register with Vanda@MindChi.com and visit our web site at www.MindChi.com

Additional details

Date: 25 January, 2011 09:00 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP0.00

Non-Members cost inc VAT: GBP0.00

Tel: 01202 875253 Vanda@MindChi.com

More Details (pdf)

• Agree the fundamental actions in setting up a project
• Describe the tools to use to analyse and specify project parameters
• Establish SMART project objectives
• Set out a project plan
• Identify and manage sub tasks and contingencies
• Explain the dynamics of teams and different roles people take
• Explain an approach to managing risk
• Describe methods to manage the project effectively

Additional details

Date: 21 January, 2011 09:30 AM

Venue: Chamber House Acorn Office Park Ling Road Poole Dorset BH12 4NZ

Members cost inc VAT: GBP176.25

Non-Members cost inc VAT: GBP235.00

Tel: 01202 714804 gillian.bunting@dcci.co.uk

More Details (pdf)

• Introduce the role of the ICC/Incoterms 2010
• Discuss the main rationale behind the need for the revisions
• Highlight the main changes to the current terms
• Introduce the new term
• Provide guidance to the terms general use and scope
• Provide an up-date on the subject in general

Who should attend?

This course is designed for companies who export and import goods from both EU and Non-EU markets. The course is mainly designed for: Sales, Shipping, Accounts, Purchasing/Buyers, Freight Forwarders and Goods In/Out Personnel.

Additional details

Date: 19 January, 2011 09:00 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP117.50

Non-Members cost inc VAT: GBP146.88

Tel: 01202 714804 gillian.bunitng@dcci.co.uk

More Details (pdf)

• Types of business entity (sole trader, partnership, LLP, company)
• Forming ('incorporating') a company, memorandum and articles, company registers
• The registered office, the company name
• Shareholders and their rights, issuing shares
• Directors and their responsibilities and statutory duties
• The company secretary - do you need one? what do they do?
• Company accounts - requirements, deadlines, penalties
• The annual return
• Company taxation, PAYE for directors, taxation of dividends, "IR35" issues for contractors
• Ending a company - winding up, striking off
• Companies House - what it is, guidance available, company forms

Additional details

Date: 14 January, 2011 09:30 AM

Venue: Chamber House Acorn Office Park Ling Road Poole Dorset BH12 4NZ

Members cost inc VAT: GBP88.13

Non-Members cost inc VAT: GBP117.50

Tel: 01202 714804 gillian.bunting@dcci.co.uk

More Details (pdf)

• The working capital cycle
• Cash flow statements & forecasts
• Profit and Loss account
• Balance sheet
• Fundamental principles of accounting
• Accounting ratios
• Interpretation of accounts

Additional details

Date: 17 December, 2010 09:30 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP176.25

Non-Members cost inc VAT: GBP235.00

Tel: 01202 714804 gillian.bunting@dcci.co.uk

More Details (pdf)

• The cost of poor performance
• Employment law basics
• 6 key performance management tools
• Disciplinary procedures
• Where to start, what to do
• The 7 step 'Grasping the Nettle' Process

Additional details

Date: 08 December, 2010 09:30 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP88.13

Non-Members cost inc VAT: GBP117.50

Tel: 01202 714804 gillian.bunting@dcci.co.uk

More Details (pdf)

• Decrease the number of emails handled each day
• Save up to one hour a day (ie over half a day a week)
• Improve the quality of email communications
• Reduce the risk of a breach of security and/or compliance
• Lower the level of email dependency and stress

Additional details

Date: 09 December, 2010 09:30 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP88.13

Non-Members cost inc VAT: GBP117.50

Tel: 01202 714804 gillian.bunting@dcci.co.uk

• Maintain sales momentum
• Setting a meeting agenda
• Influencers and decision makers
• Don't sell at your customer!
• Referrals

Additional details

Date: 01 December, 2010 09:30 AM

Venue: Chamber House Acorn Office Park Ling Rd Poole Dorset BH12 4NZ

Members cost inc VAT: GBP176.25

Non-Members cost inc VAT: GBP235.00

Tel: 01202 714804 gillian.bunting@dcci.co.uk

The BusinessXchange Network

The BusinessXchange is the only multi-sector networking club which concentrates on finding practical solutions to the issues that most affect the bottom line of your business.

Our monthly network meetings across Dorset allow you to get together to share experiences with businesses that are completely different to your own or to share best practices with similar businesses, thereby building healthy relationships with those in your own sector as well.

Each meeting consists of three parts, informal networking, virtual board discussions and a relevant presentation. The results are amazing!

The Agenda

• 7.45 Registration and informal networking
• 8.00 'Ketchup' over Full English breakfast. Your informal opportunity to check up on the progress of the wicked issues raised last month.
• 8.30 Welcome
• 8.40 'Just a minute!' Table introductions, who you are, what you do and what your 'wicked issue' is at the moment.
• 8.50 Table top 'virtual board discussions'
• 9.20 Grab a Coffee Comfort Break
• 9.30 'Just a Second!' introductions, who you are, what you do and your latest "Ah Ha moment"
• 9.40 The presentation subject of the month
• 10.10 AOB and Evaluation forms
• 10.15 Close

Book now As our guest*, you come free of any charge whatsoever so you can find out for yourself how worthwhile the BusinessXchange really is.

* limited to two occasions and due to funding restrictions the BusinessXchange programme is only open to Dorset based SME business owners.

Find out more about this event by visiting the Event Owners link

Additional details

Date: 17 November, 2010 08:30 AM

Venue: AFC Bournemouth Dean Court Bournemouth Dorset BH7 7AF

Members cost inc VAT: GBP0.00

Non-Members cost inc VAT: GBP0.00

Tel: 01202 714805 nicole.wharfe@dcci.co.uk

To grow your business you need good sales processes and an ability to win as well as retain profitable clients

What you will learn

Drawing on his own experience of growing a company from GBP200k turnover in 2007 to a turnover of GBP4.5 m this year, Mark Pitcher of Concordia Business Improvement will take you through the ten top tips every business owner should know and understand.

Attracting and retaining good clients and people:

Ten Top Tips
1. Know your 5 'W's
2. What is customer service?
3. Feedback
4. Planning
5. Process
6. Staff
7. Do you know where you are?
8. Where are you going?
9. Sales and Marketing
10. Profitability

For more information on these top ten tips and to book your place on this event, please see the link to the booking form to the top right of this page. Please note this event is only open to Bournemouth-based businesses. We are running the same event in Blandford on 1st December. Please email events@businesslinksw.co.uk or telephone 0845 0707 747 for more information.

More details: http://online.businesslink.gov.uk/bdotg/action/eventDescription?site=106&r.lc=en&type=EVENTS&itemId=5001679285