Soft Skills Training
Technical staff, which deals with IT incidents and outages, need to make the right decisions under a lot of stress. This training teaches skills and puts you in critical customer situations in a playful manner and practices both methodical and practical techniques that are necessary for successfully mastering critical situations.
This Training is a part of the People’s work-stream and special service provided by ZOIS.
In cooperation with:
Soft Skills Training
Training target group:
- IT Operations
- IT Management
Training Goals:
- Listen more actively than before
- Apply the 5 Whys (Fishbone Diagram) to solve problems
- Reflecting differences between F2F and virtual communication
- Dealing with IT problem situations/failures more consciously and thoughtfully in teams
- Dealing with intercultural differences more securely and consciously in teams
Training content (selection):
- Zero Outage Industry Standard Overview
- Soft skills in virtual communication
- Active listening training
- Virtual communication training
- Problem solving (5 Why, Ishikawa)
- Simulated IT outage
- Behaviour in stressful situations
- Teamwork in a virtual environment
- Reflection
Training Format:
- 100 % online
- 3 interactive live webinars (modules)
- Small groups for maximum interaction
- Each module 2 1/2 hours with break
- Group work in virtual Breakout-Rooms
Registration: office@zero-outage.com
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Soft Skills Training
Training Zielgruppe:
- IT Operations
- IT Management
Training Ziele:
- Aktiver zuhören als zuvor
- Die 5 Whys (Fishbone-Diagramm) zur Problemklärung anwenden
- Unterschiede zwischen F2F und virtueller Kommunikation reflektieren
- In Teams bewusster und überlegter mit IT-Problemsituationen/Ausfällen umgehen
- In Teams sicherer und bewusster mit interkulturellen Verschiedenheiten umgehen
Training Inhalte (Auswahl):
- Zero Outage Industry Standard Übersicht
- Soft Skills in Virtual Communication
- Aktives Zuhören Training
- Virtual Communication Training
- Problem-Lösung (5 Why, Ishikawa)
- Simulierter IT Ausfall
- Verhalten in Stress-Situationen
- Teamarbeit in virtuellem Umfeld
- Reflexion
Training Format:
- 100 % online
- 3 interaktive Live-Webinare (Module)
- Kleine Gruppen für maximale Interaktion
- Jedes Modul 2,5 Stunden mit Pause
- Gruppenarbeiten in virtuellen Breakout-Rooms
Anmeldung: office@zero-outage.com
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If you would like to enquire about the next available dates, please feel free to contact Monika Thomasberger monika.thomasberger@zero-outage.com
Training cost for Zero Outage members: 375 Euro (plus 20% VAT if applicable)
Training cost for non Zero Outage members: 790 Euro (plus 20% VAT if applicable)
Testimonials
I was positively surprised how exciting this workshop was. I couldn't really imagine anything in advance, but was very impressed already with the first session.
The training was really interesting. The exchange in the group was a real asset due to the diverse experience.
I have learnt that escalations are different each time, but they should always be the same in processing.
I particularly like the part about Message Control and the fact that parties consciously keep information to themselves or for their company's own interest.
