SURVIVAL SKILLS FOR INTERNAL CONSULTANTS
An intensive two-day course for professionals offering support, advice and consultancy to their internal customers and clients. The course will also benefit in-company technical professionals by sharpening their inter-personal and consultancy skills, commercial perspectives and business awareness.
Why you should attend
Usually the internal technical professional has had little formal training in consultancy and yet is placed in a position where they are expected to deliver results, often against tight timescales and frequently without authority over those they are helping. Clearly clients need help! Equally, suppliers are seeking to improve margins by moving from utility sales into consultancy. Techncial professionals often possess excellent technical skills, but do not always have the inter-personal skills to create empathy, win confidence and create business partnerships. They may need their business and commercial skills honing. There is a world of difference between sales and consultancy. The role of the internal advisor is changing, too - if internal services are to survive, they also need to acquire consultancy skills to compete with the best of the commercial consultancies.
Who should attend
Those new to consultancy, or considering consultancy, or those for whom consultancy is an occasional activity; IT Telecommunications and Technical Managers, Computer Services managers, Analysts, Project Managers, technical specialists and all technical professionals having regular contact with their clients and customers; sales staff seeking to broaden their skills; those responsible for business re-engineering; and existing consultants wishing to brush up their skills.
How you and your organisation will benefit
By the end of the course, delegates will be able to use a variety of proven techniques, methods and skills to operate confidently as a consultant, handle prospects and clients, produce deliverables that delight clients and create and develop ongoing customer relationships.
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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