Managing People – Module 2

This is the second in a series of three modules exploring the skills required for effective People Management. In this module
- Discover the need for support from peers and managers and how to both ask for it and give it to others
- Understand the importance of confidence and how to project it to help build trust and credibility

Managing People – Module 1

This is the first in a series of three modules exploring the skills required for effective People Management. In this module
- Explore why managers – especially inexperienced managers – need support and help to thrive in their new role
- Learn about the art of delegation; why it is important and the various stages of effective delegation

Managing Assumptions - Module 2

Module 2 - Learn how variation and change in our assumptions is natural and expected and how to illustrate this to your stakeholders
- See different ways of using data visualisation to educate stakeholders on the variability of assumptions
- Understand different methodologies to include factors such as business experience and external factors into your assumptions

Categories: Capacity Planning Recording

Managing Assumptions - Module 1

Module 1 - Understand the need for everyone to realise the importance of managing your assumptions and how targets can drive behaviour
- Consider the importance of assumptions in your models
- Understand how creating shared ownership of assumptions will help with buy-in

Categories: Capacity Planning Recording

Operating models, routing strategies and skill design - Module 2

Module 2 - The conclusion of our module on call routing strategies. In this module you will
- Look at Call Purity vs Occupancy vs Specialisation
- Learn how to use COS diagrams to illustrate the effects of routing plans
- View the Routing Toolkit

Categories: Capacity Planning Recording

Operating models, routing strategies and skill design - Module 1

Module 1 - An introduction to call routing strategies and how they support different operating models and the benefits and pitfalls for each approach.
- Issues encountered when planning for Multiskilled environments
- Understanding the purpose of multiskilling in your organisation
- Balancing different perspectives

Categories: Capacity Planning Recording

Introduction To Real-time

This module provides an introductory understanding of:
- the fundamental inputs and outputs of Real-Time processes.
- the role of Real-Time Planning within the planning cycle
- the characteristics of best in class Real-Time teams as evidenced through The Forum's standards benchmarking programme

Introduction to Influencing Skills

Being able to influence the decision of others is a key skill for all planners. In this session, learn the basic approaches which will allow your audience to process information in their own way, using their beliefs and memories to deliver great outcomes.
- Learn the difference between Tell, Ask and Influence
- Understand how people make decisions
- See how the language of engagement helps influencing

Driving Strategy through Capacity Planning

This course is part of the “strategic analyst” series of webinars, designed to help everyone in analytical roles become a more active contributor to their organisation’s strategic narrative.

In this webinar we will explore:
-    What is strategy
-    Benefits of working at the strategic level
-    Making sense of your organisational strategy
-    Building capacity plans with you strategy in mind
-    Influencing strategy through capacity planning

Stakeholder Mapping

Hosted on 7th July 2020

This course provides an overview of the fundamental components of successful stakeholder management. Learning outcomes include:
- The value of Stakeholder Identification
- Fundamentals of stakeholder mapping
- The benefits of stakeholder influencing

Learning Academy On-Demand Modules

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Hosted on 7th July 2020