ABCCI

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ABCCI

• TRAINING PACK
• 2008-2009

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Your Professional Life Starts Here
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ABCCI Training Services has built a solid
reputation for providing industry-driven,
quality training for businesses of all sizes.
From two-hour updates on the latest workplace
relations legislation to intensive five-day
programs on cutting-edge management techniques,
ABCCI Training Services offers a range of
practical learning opportunities to help improve
your employees performance and business
efficiency. In addition to our regular schedule
of courses and workshops, ABCCI Training Services
can tailor a program to suit your particular
business, delivered at a time and venue to suit
you.
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New skills and knowledge are critical to business
survival in today's fast-paced economy. ABCCI
Training Services offers a range of dynamic and
practical training programs to help your business
succeed and grow.

• Management, Supervision Professional
  Development
• Finance for non Finance Managers
• Human Resources Employee Relations
• International Trade
• Information Technology

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Management, Supervision Professional
Development
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Introduction to Supervision and Management

• Making the transition to manager or
  supervisor means dealing with new
  responsibilities and relationships. Additional
  training and support during this transition can
  help reduce stress, increase confidence and
  facilitate better performance.
• Outcomes
• This program provides an excellent overview and
  introduction to the basic management skills
  required of new managers and supervisors. You
  will also develop a practical action plan to suit
  your individual and organizational needs.
• Content
• role of the new manager or supervisor
• managing collaboratively
• communicating effectively
• recruiting staff and introducing them to your
  organization
• how to manage difficult people
• implementing basic health and safety guidelines
• understanding HR principles
• feeling good about delegating tasks
• productivity improvement and managing change
• developing an action plan

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Introduction to Supervision and Management

• Who should attend?
• Newly appointed managers or supervisors
  particularly those without prior formal training.

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Effectiveness through Assertiveness

• This workshop is designed for anyone who
  wants to improve their ability to express
  themselves effectively. You will learn how to use
  appropriate behavior and communication in the
  workplace, which will enable you  to present
  yourself more confidently and increase your
  effectiveness in your current and future roles.

Outcomes This program will help you to understand
the benefits of taking the direct, positive
approach to achieve results in the workplace. It
will improve your communication skills and give
you a better chance of getting what you want from
others.
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Effectiveness through Assertiveness

• Content
• understanding submissive, assertive and
  aggressive behavior
• saying no without feeling guilty
• dealing assertively with aggression or submission
  from others
• understanding your own level of assertiveness
• expressing positive / negative feelings
• the art of persuasion
• Who should attend?
• This course is deigned for anyone who feels that
  a more assertive approach might lead to better
  business outcomes and reduced stress levels.

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Communicating for Success
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Communicating for Success

• Effective communication is fundamental to
  business success. In spite of improving
  technologies and electronic communication,
  interpersonal communication still underpins
  successful business outcomes. Even the best
  communicators will benefit from new ideas and an
  improved understanding of human relationships.
• Outcomes
• This program will help you overcome barriers to
  effective communication. You will learn how past
  attitudes, conditioning and habits may be making
  your communication less effective. You will also
  learn new methods of improving communication and
  how to become a more creative thinker.
• Content
• The focus of this course is on developing
  specific practical skills that will help you deal
  with day-to-day challenges in the workplace.
  Topics might include the following
• talking so others will listen
• being genuine in appreciating others
• overcoming your own mental barriers to success
• ensuring others see your approach as
  non-threatening
• giving positive and negative feedback
• using body language to communicate effectively
• overcoming bad communication habits
• Who should attend?
• It is assumed that all managers and employees
  have good basic communication skills. This course
  is designed for those who are looking to improve
  their effectiveness when communicating.

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Time and Stress Management

• Finding time to do all things we need to
  do is one of the biggest challenges for most
  people in the modern workplace. Lack of time can
  lead to excessive stress, which in turn leads to
  less effective work practices.
• This workshop will provide you with new
  techniques to help you improve your work
  performance and reduce stress by allowing you to
  manage your time more effectively.
• Outcomes
• This program will explain effective time
  management techniques and help you to understand
  how time-related stress will reduce productivity.
  This course will also provide you with practical
  strategies for reducing stress and its negative
  impact.

Content
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Speaking From Strength

• If you need to communicate at work - to peers,
  supervisors or as a supervisor, attend networking
  functions, speak at meetings, give presentations
  or ever get asked to "say a few words", this
  one-day course will help you feel more confident
  and speak more effectively.
• Outcomes
• This highly practical workshop is always fun and
  high-energy. After a full day in a stimulating
  and supportive environment youll take away a
  range of skills and attitudes to stand you in
  good stead in the many speaking situations of
  your daily working life.
• Content
• learn techniques to help you stay calm under
  pressure, take your time and stick to your point
• develop your voice so you get heard and your body
  language so you feel and appear confident
• practice communicating effectively despite
  differences in gender, power and generation
• develop your crucial listening skills to improve
  your effectiveness when you speak
• construct and deliver a short talk and handle
  questions
• make good eye contact, so you make better
  connection
• enhance self-esteem, so you become less concerned
  what others think about you
• get realistic and supportive feedback, so you
  know your strengths and understand what you need
  to work on

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Dealing with Difficult People

• Difficult people can be a serious problem
  to both individuals and organizations.  The
  stress of handling difficult people can waste a
  lot of your time, lead to anger and frustration
  and ultimately impact on productivity in the
  workplace.
• Outcomes
• This course provides a practical guide on how to
  handle difficult people and situations
  effectively.  You will learn how to understand
  other peoples behavior and review your options
  when faced with difficult, aggressive or
  uncooperative people.  The program will enable
  you better understand the differences between
  yourself and others so that you can more
  effectively interact with them. 
• Content
• communication skills, what is my preferred style?
  
• how to adapt your style to the style of others
• Johari Window awareness model
• identifying what makes a person difficult and
  developing strategies to deal with the
  difficulties
• dealing with anger
• power bases and their use
• confrontation
• valuing difference
• Who should attend?
• This course is designed for anyone who, as part
  of their work, interacts with other people and at
  times has difficulties in dealing with them.

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Leadership Communication

• One of the most powerful tools a leader can
  have is communications and more specifically
  conversations skills.  Yet all too often it is an
  underdeveloped and/or under utilized skill.  
  This level of communication goes beyond
  interpersonal communication skills.  Leadership
  communications can change the dynamics of an
  organization and move an organization forward. 
• The first half of  this practical and
  interactive workshop will  focus on leadership
  and how successful leaders see the world and the
  second half of the workshop will focus on
  advanced communication skills. 
• Outcomes
• understanding and valuing the roles of managers
  and leaders
• helping participants 'think' like a leader
• going beyond participants 'normal patterns of
  work'
• increasing focus and affecting behavior at
  critical points in a conversation
• overcoming barriers and moving issues forward
• improving communication skills and leveraging
  them as a key business tool
• increasing participants 'and others' perception
  of you as a leader
• Who should attend?
• This workshop is designed for managers, leaders
  and high-potential employees who want to gain a
  'step-function' improvement in their
  effectiveness.

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Leading and Building a Team

• It has often been said the whole is
  greater than the sum of the parts. In management
  terms this means working with an effective team
  will produce better results than could ever be
  achieved by a number of individuals. Attend this
  practical, results-based workshop to learn how
  you can adapt your management style to build
  stronger, more effective teams.
• Outcomes
• This program is designed to help managers build
  their understanding of human relationships with a
  view to understanding how teams develop and
  function. It will also help to develop
  self-analytical skills for use in various
  leadership situations.
• Content
• why we behave the way we do
• how to motivate
• adapting your management style to suit the
  situation
• how delegating builds teams
• how teams are formed
• team-building and problem-solving
• analyzing your own leadership style
• building an effective team
• Who should attend?
• Managers and Supervisors

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Negotiation and Conflict Resolution

• Negotiating in the real world is tough. To
  be successful in your negotiations, you need
  determination and the skills to enable you to
  achieve a result acceptable to all parties.
  Similarly, the ability to resolve everyday
  conflict is something that requires specialist
  knowledge and skills.
• Outcomes
• This course will give you the opportunity,
  through group activities and a mock negotiation,
  to develop the skills needed to tackle a wide
  range of workplace issues. It is a practical
  training program which emphasizes the importance
  of achieving realistic outcomes that benefit all
  interested parties.
• Content
• the art of assertiveness
• conflict resolution
• how we react to conflict
• steps for managing conflict
• the five conflict handling modes
• how to reach a win / win agreement
• negotiation skills
• the four phases of negotiation
• how to avoid a deadlock
• negotiating an agreement
• Who should attend?
• Anyone involved in resolving conflict and / or
  negotiating agreements of any kind.

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Customer Service - the Managers Guide to
Implementation and Improvement

• Its one thing to be all fired up about
  providing excellent service and being totally
  customer focused, its another to get your team
  feeling and acting the same way.  When you meet
  this challenge you are on your way to becoming a
  service benchmark for other organizations.
• Outcomes
• This practical workshop will give participants a
  host of ideas on how to identify appropriate
  service standards for their organization,
  implement customer service improvements and
  motivate their team to maintain these standards
  and improvements.
• Content
• who defines service, you or your customers?
• management expectations versus customer
  expectations
• empathy with internal and external customers
• the 3 dimension of job satisfaction A tool to
  help you retain and build a happy motivated team
• service standards, are yours understood, accepted
  and adhered to?
• how to get everyone involved and committed
• regenerating the energy and passion day after day
• Who Should Attend?
• This course is for business owners, managers
  supervisors who want to motivate their team and
  build a reputation for outstanding customer
  service

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Finance for Non-Finance Managers

• Finance for Non-Finance Managers Do you have
  financial responsibilities but no formal
  background in accounting?  Do you appreciate that
  your career opportunities will increase with a
  greater understanding of financial management? 
  Are you a member of a Board who receives monthly
  financial reports?
• Finance for Non-Finance Managers is a practical
  workshop covering the basics of finance in an
  engaging way. You will return to your work place
  armed with greater confidence in your knowledge
  of financial management.
• Outcomes
• The objective of this workshop is to provide
  insight into accounting and financial management
  in a practical manner so that participants can
  apply their knowledge from day one back in the
  workplace.
• Benefits
• Participants will come away with an understanding
  of the fundamentals to enable them to manage
  their role more effectively including
• the principles and objectives of accounting
• contemporary accounting terminology and the
  modern role of finance specialists
• how to analyze and interpret financial statements
  
• how to confidently develop and monitor a budget
• how to set prices and manage margin and discounts
  
• a strategic approach to accounting and finance
• how to assess Return on Investment amongst
  various options

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Finance for Non-Finance Managers

• Content
• business maths, business acumen, accounting
  framework and equation
• the chart of accounts, transactions and
  accounting
• cash and accrual accounting
• cost defined and redefined allocating cost
• corporation law and accounts standards
• financial statements analysis of performance,
  position, cash flow, gross and net profit
• price, margin, mark up, discount and margin
  management
• budgets, cash flow planning and depreciation
• controllable and external facts
• variance analysis, ratios, trends and break even
  analysis
• working capital, return on investment and cost
  management case study 
• Who should attend?
• managers with no formal accounting background who
  need an understanding of the basics of financial
  management
• executives and senior managers with financial
  responsibilities and performance indicators
• board members and senior managers wanting to
  assess the quality of the financial information
  they receive for monitoring the organization's
  performance
• aspiring managers with no formal accounting
  background 

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Human Resources Employee Relations

• Employment Law Fundamentals
• Counseling, Discipline Termination
• Effective Recruitment and Selection
• Managing the Poor Performer

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Employment Law Fundamentals

• Do you understand the different aspects of
  employment law that apply to your organization?
• Are you having difficulty keeping up to date with
  the different aspects of employment law and the
  recent changes?
• Do you have trouble differentiating between state
  and federal laws?
• This program will provide you with current
  information on employment contracts, legislation,
  awards and agreements as well as other employee
  entitlements. It will also give you practical
  strategies for ensuring your company adheres to
  legal requirements.
• Outcomes
• This program will help you identify the current
  legal obligations of employers towards employees
  in the development, execution and termination of
  employment contracts.

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Employment Law Fundamentals

• Content
• contracts of employment
• forming a contract
• express and implied terms
• probationary periods
• subcontractor v. employee
• casual and fixed term contracts
• changing a contract
• employment legislation, awards and agreements
• minimum employee entitlements
• Albanian fair pay and conditions standard
• minimum conditions of employment
• long service leave
• discrimination and sexual harassment
• termination of employment
• Who should attend?
• Company Owners and Directors, Line Managers,
  Human Resource Managers and Officers

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Counseling, Discipline Termination

• Are you uncertain about how to conduct a
  fair and effective discipline meeting?
• Do you know when you can terminate an
  employee?
• Even the most carefully developed policy
  for dealing with performance issues is worthless
  if carried out poorly or not at all.
• Outcomes
• This course provides participants with an
  overview of the laws relating to unfair
  termination and the importance of correct
  procedures when counseling and disciplining
  employees about their performance.  This course
  is a skills-based program that allows
  participants to develop their practical skills
  and increase their knowledge through role plays
  and activities.
• Content
• the laws relating to unfair and unlawful
  termination
• the importance of procedural fairness when
  dealing with problem employees
• principles of workplace discipline
• conducting effective interviews
• the discipline meeting
• Who should attend?
• Supervisors, Team Leaders, Office Administrators,
  Small Business Owners

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Effective Recruitment and Selection

• People are the greatest asset to any
  business, but finding the right person for the
  job is not always easy. In todays business
  environment, ensuring your recruitment procedures
  comply with legal requirements and basic HR
  principles is just as important as finding the
  right person.
• Outcomes
• This program will improve your knowledge and
  understanding of recommended methods for
  recruitment and selection. If applied correctly
  these methods will help you avoid distressing and
  costly mistakes
• Content
• discrimination and privacy legislation
• recruiting during the skills shortage
• strategic recruitment
• drafting performance standards and selection
  criteria
• preparing a good job advertisement
• using appropriate selection tools
• conducting an effective interview
• preparing and commencing the contract
• the importance of a good induction
• Who should attend?
• Managers, Recruitment Consultants, and Human
  Resources Officers and Managers

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Managing the Poor Performer

• What makes a dismissal unfair? Recent
  management surveys reveal that receiving a claim
  for unfair dismissal is one of the greatest fears
  for most employers.  The complexity of employment
  law means that employers and managers require
  training to avoid costly mistakes.  
• Outcomes
• This program examines what constitutes a valid
  reason to end an employment contract and the
  basic pre-termination procedures necessary to
  avoid an unfair dismissal claim. In this course
  we also explore some of the trickier issues
  concerning termination of employment, including
  abandonment and termination due to illness and
  injury. The program bridges the gap between
  knowing the theory of procedural fairness when
  counseling and disciplining employees and
  actually applying it in the workplace.

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Managing the Poor Performer

• Content
• valid and invalid reasons for termination
• basic procedural fairness for poor performance
  and misconduct
• when is a resignation really a dismissal?
• correct notice and other requirements upon
  termination
• fair procedures in
• planning and implementing redundancies
• managing excessive absenteeism and abandonment
• terminating employees on workers compensation
• good documentation
• the difference between counseling and discipline
• how to provide effective feedback
• how to run a counseling and discipline meeting
• Who should attend?
• Human Resources Professionals and Senior Managers

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International Trade

• Training courses available
• Documentary Credits
• International Trade Documentation
• Understanding Inco terms
• Getting Paid for your Exports
• Importing Successfully

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International Trade Documentation

• Ensure your international transactions are
  conducted successfully by improving your
  understanding of the administrative requirements
  regarding exporting and importing.
• Outcomes
• You will have the opportunity to examine the
  documentation necessary for conducting a smooth
  and successful export / import transaction and
  the various documents you are likely to encounter
  in future trade activities.
• Content
• introduction to exporting and importing
• international sales contracts
• incoterms
• documents used in negotiating a sale pro forma
  invoice, documentary credit etc.
• documents used in effecting the transaction
• Australian government documents
• commercial documents, commercial invoice, packing
  list
• Bill of Exchange, insurance certificate
• transport documents, Bill of Lading, air waybill
• importing country requirements, Certificate of
  Origin, Certificate of Health
• other documentation such as ATA Carnets
• computer-generated documentation

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Documentary Credits

• Documentary credits play an important
• role in successful export / import transactions.
• Let banking representatives and professionals
• show you how to use the system to your advantage.
• Outcomes
• This program will provide you with a clear
  understanding of the role that documentary
  credits (Letters of Credit) play in payment for
  international trade transactions.
• Content
• what is a documentary credit?
• types of credits
• introduction to uniform customs and practice for
  documentary credits (UCP 600)
• how to apply for documentary credit (applicant/
  importer)
• how to process documentary credit (beneficiary/
  exporter)
• the banks role in the application and processing
  a credit

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Understanding Incoterms

• Learn more about the purpose and application of
  common trade terms and become more successful in
  conducting international transactions involving
  the sale and purchase of goods.
• Outcomes
• This program will help you understand why trade
  terms are used to specify the terms and
  conditions of international trade contracts. It
  will also introduce you to the most commonly used
  trade terms (e.g. FOB, CIF) and to understand the
  universally accepted definitions of those terms
  Incoterms.
• Participants will learn how to apply Incoterms to
  international trade transactions.
• Content
• trade terms why use them?
• incoterms how to use them
• negotiating the export/import transaction
• choice of terms eg. EXW, FOB, FCA, CFR, CIF, CIP,
  DDP etc.
• buyer and seller obligations under each term

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Getting Paid for your Exports

• Learn how to minimize the risk of
• non-payment when exporting overseas and how to
  maximize your export profits by using the most
  suitable method of payment.
• Outcomes
• This program will help you identify the areas
  where use of inappropriate payment terms could
  result in costly mistakes. The program will also
  provide you with an understanding of various
  options available to help exporters minimize the
  risk of non-payment.
• Content
• introduction to trade finance
• methods of payment
• prepayment
• documentary credits
• documentary collections
• open credit
• Export credit insurance

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Importing Successfully

• Learn how to source products overseas, how
  to find foreign suppliers and understand how to
  establish a landed cost for goods sourced from
  overseas. Learn about international transactions,
  customs and quarantine requirements, managing
  foreign exchange risk and payment options. 
• Outcomes
• This course, featuring a range of expert
  presenters, provides a practical overview of
  processes and procedures to manage all aspects of
  a successful importing venture.
• Content
• introduction to importing
• regulations affecting imports
• foreign exchange, finance options and methods of
  payment
• quarantine
• shipping and logistics
• an importers perspective case study

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Information Technology

• We are happy to
• offer the following courses
• Access Beginners
• BCS International Computer Driving Licence (ICDL)
• Excel Advanced
• PowerPoint Advanced
• Word Advanced
• Access Advanced
• Excel Beginners

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Access Beginners

• The course
• This course includes
• What is a databaseRelational
  databasesNavigating and Understanding the
  DatabaseFinding and Sorting recordsModifying
  Records and dataUndo and RedoData typesSaving
  a new recordDeleting and Filtering
  RecordsTables and ReportsQuerying and Managing
  a Database
• Who should attend?
• The operator who is new to Access or has been
  using Access but never received formal training.
• Customer outcomes
• This course will provide delegates with the
  skills and confidence needed to use Microsoft
  Access.
• Course Materials Full course notes provided

One Day Course
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BCS International Computer Driving Licence (ICDL)

• What is the ECDL?
• The European Computer Driving License is now
  recognized by companies throughout the world and
  is fast becoming an industry standard
  qualification.  Delegates are guided through a
  series of modules designed to assess the
  competence in specific Information Technology
  areas.
• The course is run over a 7-week period, one day
  per week.  Modules may be taken on an individual
  basis, or as part of the complete package.
• Who should attend?
• The ECDL is relevant to all staff, whatever their
  position, whose job involves using various IT
  packages.  It is a good all round qualification
  and will give delegates an excellent
  understanding of how the use of IT can improve
  their efficiency and effectiveness.
• Customer outcomes
• Each of the seven computer related modules is
  recorded in a distinctive logbook.  On successful
  completion of the modules, the European Computer
  Driving License is awarded issued through the
  British Computer Society.
• Course Materials Full course notes provided

A 7 Days Course
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PowerPoint Advanced

• In this 2-day course, you will cover
• Design considerationsPictures, images,
  drawn objectsCharts / graphsMultimedia sound,
  video, animationManaging presentationsMacrosFol
  lowed by an assessment of one hour at the end of
  the second day.
• Who should attend?
• Anybody wishing to gain a certificate of
  competence in Microsoft PowerPoint.  Delegates
  should be regular users of Microsoft PowerPoint
  and should already be familiar with presentation
  design, creating slides, transition, using the
  drawing toolbar and printing a presentation.
• Customer outcomes
• An internationally recognized certificate from
  the British Computer Society (BCS) for Microsoft
  PowerPoint.
• Course Materials Full course notes provided

A 2 Days Course
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Excel Advanced

• In this 2-day course, you will cover
• Applying advanced spreadsheet
  formattingManipulating chartsCreating and using
  templatesLinking cells, worksheets and
  workbooksUsing advanced functions of various
  typesUsing one / two input data tablesFollowed
  by an assessment of one hour at the end of the
  second day.
• Who should attend?
• Anybody wishing to gain a certificate of
  competence in Microsoft Excel.  Delegates should
  be regular users of Microsoft Excel and should
  already be familiar with spreadsheet design,
  scenario manager, advanced data management, pivot
  tables, worksheet auditing and macros.
• Customer outcomes
• An internationally recognized certificate from
  the British Computer Society (BCS) for Microsoft
  Excel.
• Course Materials Full course notes provided

A 2 Days Course
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Word Advanced

• In this 2-day course, you will cover
• Applying advanced text and paragraph
  editingTracking changes and working with
  commentsWorking with sections and columnsUsing
  advanced options in a tableWorking with text
  boxesCreating and modifying chartsEditing mail
  merge documentsUsing advanced printing features
• Followed by an assessment of one hour at
  the end of the second day.
• Who should attend?
• Anybody wishing to gain a certificate of
  competence in Microsoft Word.  Delegates should
  be regular users of Microsoft Word and should
  already be familiar with password protection,
  using styles, tables of contents and indexes,
  bookmarks, footnotes, endnotes, templates
  including field codes and form fields, macros,
  graphics including ClipArt and WordArt, and
  applying captions.
• Customer outcomes
• An internationally recognized certificate from
  the British Computer Society (BCS) for Microsoft
  Word.
• Course Materials Full course notes provided

A 2 Days Course
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Advanced Access

• In this 2-day course, you will cover
• Table designQuery designForm design
  including controls and subformsReport design
  including calculations and presentationMacrosImp
  orting, exporting and linking dataFollowed by an
  assessment of one hour at the end of the second
  day.
• Who should attend?
• Anybody wishing to gain a certificate of
  competence in Microsoft Access.  Delegates should
  be regular users of Microsoft Access and should
  already be familiar with database design,
  querying, creating forms and reports.
• Customer outcomes
• An internationally recognised certificate from
  the British Computer Society (BCS) for Microsoft
  Access.
• Course Materials Full course notes provided

A 2 Days Course
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Special Thank you

• A special thank you goes to all the companies
  that have welcomed the training package prepared
  by ABCCI Training Department.
• Their continuous investment in Investing in
  People has set a standard of Good customer Care.