Customer Care

Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs – it’s also about defining what they really want, even when they are not sure themselves! This course is designed to help you work positively and healthily; letting go of unhelpful feelings and issues connected with customers; enabling you to stay calm and “acceptably detached” in stressful situations.The course is designed for experienced customer care professionals.

Strategic & Project Planning

The course is designed for individuals who wish to gain a general understanding of the fundamentals of Project Management and Strategic Planning. We will explore the concepts of Project Management and how to put those concepts into practice once a Strategic Plan has been created. The course will also consider the qualities required and the skills involved

Customer Care on the Telephone

This course is intended for anyone who deals with customers particularly over the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues. Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs it’s also about defining what they really want, even when they are not sure themselves! The course will help participants react better to customer needs and deal with situations when they become difficult.

Communicating difficult messages, conflict and complaint handling

This course is intended for anyone who deals with customers particularly over the telephone. It is particularly effective for workers in a call centre environment. However, the course has many applications and can be used to develop all sorts of customer service issues. Customer service is one of the most important aspects of any business. It’s not just a question of reacting to your customer’s needs it’s also about defining what they really want, even when they are not sure themselves! The course will help participants react better to customer needs and deal with situations when they become difficult.

Time Management

Maximising the use of our time is a constant challenge in our busy world: the distraction of email; meeting after meeting; uncompleted lists of things to be done. Too much to do and not enough time to do it is a common problem many people face in the workplace. Although we can’t give you more hours in the day, we can teach you how to decide what to do and when to do it. This training program explains the fundamentals of time management: understanding the value of time, using proven ways to get the most out of a day, balancing work and home and eliminating time wasters.

New Managers

This one day workshop has been specifically designed for new managers; supervisors and team leaders. It is for those who have recently been appointed or are due to be promoted to a role which involves managing, supervising or leading a team of people. It is grounded in modern management theory and practice and incorporates real life situations and scenarios.

Train the Trainer

This course is for those who aspire to becoming a Trainer of others. To be successful a Trainer must deliver stimulating and interesting sessions that motivate the delegates in the relevant topics There are a number of key skills and techniques that, once mastered, can dramatically improve the quality of training delivery; build confidence and help you identify new ideas on how to deliver successful training. The course is very practical and you will be expected to deliver a short session yourself to the critique of your tutor and fellow delegates providing useful feedback on your style and technique.

Leadership and Management Skills

This leadership management training programme is designed to help you to gain more confidence by showing you exactly how to get the best from yourself and others, each day. Learn how to apply concepts and strategies to influence and direct your individual and organisational behaviour impacts the achievement of business goals, you can increase your employees' and company's overall performance. Learn concrete skills to improve your ability to lead teams and achieve business goals.

Leading Effective Teams

This course is intended for anyone that leads a team or is involved in a leadership role. It is also useful for those who are about to embark on a position of leadership or need to develop their leadership skills. Having an effective team around you is crucial. It is an area that is often left to chance, which can lead to de-motivated individuals that do not feel part of the business and consequently do not perform. This course looks at what it takes to lead an effective team and how you can get the best out of the people in it by understanding the role of leader, both personally and from the point of view of the team.

HR for Non HR managers

This course provides the core toolkit of HR awareness and skills that every manager should possess, even if they do not work in HR. The course is intended for those who work outside of the HR department, but need to understand the essentials of human resource management for use in their day-to-day roles. If you manage a team, you need to have a clear and practical understanding of core HR principles, so this course is for you.

Creative Problem Solving & Decision Making

This course provides the opportunity to develop your creative ‘muscles’. It will also help to develop problem solving, analytical thinking and decision making skills. The course is intended for those who work in situations that demand effective information gathering and evaluation techniques to improve decision making, solve problems and prevent problems occurring again. Ehnancing these abilities can positively impact potential areas of risk, save time and money.

Assertiveness In Action

This course is intended for anyone lacking confidence in themselves or having difficulty in communicating with others. Be it in a meeting, or a one to one basis, you may feel “put upon” or just find it hard to say “no”. Being assertive is being able to express yourself with confidence without having to resort to passive, aggressive or manipulative behaviour. By developing assertiveness and becoming aware of our own strengths and weaknesses, we can modify our behaviour for greater effectiveness in social and business interactions. This course will provide guidance on how to become more assertive and build self-confidence, which in-turn will help your participants to achieve greater work effectiveness and productivity, whilst putting them in control of their daily activities and making them more able to overcome stressful work and life situations.

Induction Training Design

This course will provide participants with everything they need to know how to design an effective induction programme – whatever the requirements of their employer and whatever their role in the induction process. It makes extensive use of exercises, activities, discussion and sample documents to enable participants to practice in a safe environment and get feedback from their fellow participants and the trainer. This is a challenging and rewarding course offering participants access to a mine of useful information, tips and ideas and providing the opportunity to get involved with some preliminary design work for instant peer feedback.

Emotional Intelligence

Emotional Intelligence – the ability to harness and manage emotions – has been identified as a key leadership skill. How people manage anger, stress or fear has an immediate impact on performance. Learning how to motivate yourself, manage stress and inspire those around you is crucial to personal success. This half day seminar has been put together to introduce you to the subject and show how it can be applied in a business environment.

Interview Skills

The selection of new employees can be a long drawn out and expensive process. This means that we must do everything we can to ensure that when we do make a decision we choose the right person. Having gone to all the trouble of working through a selection process there is nothing worse than taking on a new employee who turns out to be unsuitable. This course will help participants to develop their selection interviewing techniques by making use of our effective PRICE structure and Question Plan. They will also develop many of the skills and techniques that will h help them to use the structure effectively.

Developing Appraisal Skills

Performance appraisals are essential for the effective management and evaluation of staff. Appraisals help develop individuals, improve organisational performance, and feed into business and organisational planning. The appraisal interview provides a basis on which the performance of the employee can be managed throughout the year. It assists in managing performance by ensuring regular and thorough reviews take place of the employees overall performance, and by identifying longer term targets which the individual’s short term activities should be geared towards helping to achieve. The appraisal provides an opportunity for both you and the employee to exchange views and opinions on how each sees things and to gain a consensus on measurable goals and objectives. This workshop aims to provide participants with the tools and techniques to effectively manage performance. In particular, to conduct effective appraisals, provide feedback, plan for the future and increase employee motivation.

Minute Taking

This course is for those who have the responsibility for accurately recording the items and events of a meeting in the form of minutes. It includes confidence building, listening and accuracy skills and skills necessary to use Microsoft Word in order to prepare and distribute a set of minutes.

Performance Coaching

This two day Performance Coaching course has been designed for delegates with responsibility for developing others. Learning to recognise ‘when’ to coach, ‘how’ to coach, and whom to coach, using the appropriate coaching tool is important. The delegates will be provided with the coaching tools that will support them in developing others through ‘New starter tracker coaching for new employees’, ‘On the spot coaching’, ‘On the job coaching’,’ coaching tasks review coaching’, and ‘One to one performance meeting coaching’.