# Certifications

## 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:

### [Training in English](/content/certifications/soft-skills-training/#section-1/index.html)

### 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](mailto:office@zero-outage.com)

[Download](/content/wp-content/uploads/2020/05/Zero-Outage-Training-Product-Information.pdf)

### [Training in German](/content/certifications/soft-skills-training/#section-2/index.html)

### 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](mailto:office@zero-outage.com)

[Download](/content/wp-content/uploads/2020/05/Zero-Outage-Training-Produktinformationen.pdf)

### [Training dates](/content/certifications/soft-skills-training/#section-3/index.html)

If you would like to enquire about the next available dates, please [get in touch](/content/contact/index.html).

### [Your investment in your soft skills](/content/certifications/soft-skills-training/#section-4/index.html)

**ZOIS Members:**

Large Enterprise: Soft Skills Training is included for 5 Employees in the price of the Membership

SME: Soft Skills Training is included for 2 Employees in the price of the Membership

Each further employee of ZOIS Member: 400 Euro + VAT (if applicable)

**Non- Members:**

Training cost for non- Members: 1,450 Euro + VAT (if applicable)

### Testimonials

> 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.
>
> 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.
>
> 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.